Podcasts about kpi

Storytelling has become the most overused word in marketing, and Emma Lieberman thinks that's exactly the problem. In this episode of Content Amplified, Emma, Director of Copy and Content at Impact Networking, argues that storytelling isn't a strategy to optimize, it's a craft, and treating it like a KPI is why so many brand stories fall flat. Drawing on Aristotle's Poetics, Emma breaks down what actually makes something a story (a beginning, a middle, an end, a character who changes) and why most marketing "stories" are really just branding wearing a costume. She walks through three examples that get it right: Grainger's YouTube series of unscripted client interviews, a Volvo ad that never shows the car until the very last second, and Google's classic "Parisian Love" ad told entirely through search bar queries. Emma also shares the one tactical move any marketing team can make tomorrow: start with client stories, since no sales team has ever said no to more of them. If you've ever wondered why your brand's "storytelling" isn't landing, this conversation explains what's actually missing.About EmmaEmma Lieberman didn't start out in marketing. She spent years in Los Angeles working as an actor and comedian, doing stand-up, sketch, and indie film, before the pandemic pushed her to try content writing as a freelancer. She quickly found that the skills she'd built connecting with an audience on stage translated directly to connecting with one in writing, and she moved from freelance work into an in-house role at Impact Networking. She's been promoted several times since and now serves as Director of Copy and Content at Impact Networking.Show NotesConnect with Emma on LinkedIn: https://www.linkedin.com/in/emma-lieberman/Text us what you think about this episode!

.entry-img img{ display:none !important; } .single .hentry .entry-img{ display:none !important; } Understanding why some companies run short of the one resource they simply cannot operate without, cash in the bank, even when they are hitting revenue and profit targets has become an essential leadership skill. Cash flow problems rarely appear in the headline numbers, yet they can quietly derail growth plans, strain supplier relationships, and, in the worst cases, threaten the survival of an otherwise profitable business. For founders, CEOs, and finance leaders, success depends on looking beyond the profit and loss statement to understand the timing, predictability, and movement of cash. Organisations that master cash flow are better equipped to scale with confidence, navigate uncertainty, and seize opportunities while competitors struggle to meet their obligations. In this episode of The GrowCFO Show, host Kevin Appleby is joined by Scotty Palmer, Fractional CFO and Founder of Palmers Advisors, to explore one of the most common challenges facing growing businesses: why profitable companies still run out of cash. Scotty explains how tight margins, hidden costs, and rapid growth without effective cash flow planning can quickly create a liquidity crisis, even when the profit and loss statement looks healthy. Drawing on his experience advising small and mid-sized businesses in the food and beverage sector, he shares practical examples of how cash constraints can emerge despite strong financial performance. The conversation also explores the tools and disciplines that help businesses strengthen cash flow and improve decision-making. Scotty discusses the role of financial modelling, KPI tracking, and AI-powered forecasting in creating greater visibility over future cash needs. He explains how a better understanding of unit economics, more accurate cost allocation, and challenging assumptions about seemingly profitable product lines can uncover hidden value and improve financial resilience. Throughout the discussion, he demonstrates how a fractional CFO can act as a strategic partner, helping founders balance ambitious growth with the financial discipline needed to build a sustainable business. Key topics covered: How a fractional CFO helps profitable businesses avoid cash crunches by improving visibility into true costs and cash conversion Why food and beverage businesses are especially vulnerable to cash-flow problems due to thin margins and complex cost structures A client case where disciplined financial modeling and KPI tracking helped increase business performance 10x Practical strategies to balance passion for product with commercial viability, including pricing, cost allocation, and product mix decisions How Scotty uses AI tools and spreadsheets to build agile financial models and improve decision-making speed for clients Scotty's longer-term vision of building a specialist team of food and beverage advisors to support more founders at scale Links Scotty Palmer on LinkedIn Kevin Appleby on LinkedIn GrowCFO Mentoring Timestamps:  0:00:01 – Scotty's background and journey from corporate accounting at Honey Baked Hams to becoming a fractional CFO for food and beverage businesses 0:02:57 – The personal and financial challenges of leaving a stable corporate role to build a fractional CFO practice, and the central importance of predictable cash flow 0:07:14 – Why the food and beverage sector is high-risk for cash shortages despite apparent profitability, and how thin margins amplify operational missteps 0:08:39 – Case study: managing a large retailer opportunity, understanding true costs, and avoiding overextending cash to chase volume 0:22:37 – Using cost analysis, pricing strategy, and product-level profitability to turn around a struggling taproom restaurant 0:29:21 – Leveraging AI (Claude, Gemini, Google Sheets) to power financial modeling and scenario analysis without heavy financial systems 0:40:05 – Advice for corporate finance professionals considering a move into fractional CFO work, including risk, reward, and impact Find out more about GrowCFO If you enjoyed this podcast, you can subscribe to the GrowCFO Show with your favorite podcast app. The GrowCFO show is listed in the Apple podcast directory, Spotify and many others. Why not subscribe there today? That way, you never miss an episode. GrowCFO is a great place to extend your professional network. Join GrowCFO as a free member today and participate in our regular networking events and webinars. Premium members can also access our extensive training center and CFO Digital Toolkit. You can enroll in our flagship Future CFO or Finance Leader programs here. You can find out more and join today at growcfo.net

7月观影指南就开始期待的本月必看《八仙！》提档，口碑票房皆已成黑马之势，联合《功夫女足》让这个冷清的暑期档热闹起来，久违的买票要抢好位置、在影院听到观众自发鼓掌，作为影迷满心欢喜，为国产动画电影打call！ 影片制作精良、设定考据古籍，巨龟驮蓬莱、双金龙鱼拉公共辇车、水道追逐等场景奇幻且引人入胜。既有当年初次进入《疯狂动物城》的惊艳，更有中式神话世界观独有的亲近。 神仙追香火KPI，扒仙无心插柳柳成荫、被三星雇佣护宝趣味横生，笑点全龄通吃。然而仙界看似秩序规整，实则官场暗弊丛生，天灾实为人祸，杨戬既为私欲成反派，赛博战神深情亦有魅力，与昔日大圣身份置换更是笔墨恰当的惊喜。 市井出身、各怀私心的八人因玉虚琉璃灯结缘，从瞒天过海到过海救苍生，不论苍生是否值得，只论“做对的事”。钟离权渡吕洞宾，吕洞宾反向度化众人，钟吕救赎循环往复，既救世人、也救恩人，细节拉满、翻番动人。八人抛开成仙虚名却成仙，以凡人共情对抗神性傲慢，诠释修己渡人的真正仙道，也戳破天庭揽功造势的虚伪。

In this episode, the main conversation revolved around the limit order proposal, how it works, and its impact on arbitrage bots and Rujira.Swap now https://swap.thorchain.org/ THORChain is a decentralized crypto exchange. THORChain is the first and biggest DEX for Bitcoin. You can use any self custody wallet to swap and there's no KYC required.Timestamps:00:00:00 Intro00:04:00 Kenton starts00:11:00 Volume is great!00:13:00 Devel introduction00:15:00 How did you hear about THORChain, Devel?00:18:00 Why did you become a node operator as well as an arbitrageur?00:20:00 It's been a long-standing belief that arbitrageurs are parasitic00:23:00 Ratio between swap volume and arbitrage volume00:25:00 Arbitrage volume is around 63% — does this mean THORChain is efficient?00:27:00 Will Monero have a significant price discrepancy?00:32:00 Could XMR become the XY curve of THORChain?00:33:00 Devel's proposal: A new type of order to improve quotes and turn arbitrageurs into market makers00:35:00 If the system works: Faster swaps, bigger swaps, and better price execution00:37:00 They are not limit orders — they are limit swaps00:38:00 Screen share00:42:00 Devel explains the difference between limit orders and limit swaps00:46:00 I want to achieve an improved quote endpoint00:55:00 Chocolate bar01:05:00 Boone and Devel join01:06:00 Devel continues the conversation01:13:00 Is this proposal additive or a replacement?01:18:00 Devel continues breaking down the structure of his proposal01:24:00 Boone adds clarity01:28:00 Kenton asks about market making with exploited funds01:34:00 Would this complement or compete with Rujira?01:37:00 Boone: This does not conflict with the app layer01:41:00 Clarifying Rujira's design versus Devel's base-layer proposal01:47:00 Boone's maker/taker fee split idea01:50:00 Devel is currently helping improve node operator operations01:53:00 Quality-of-life improvements for new node operators01:57:00 Dynamic fees and the boone.tools highlight02:02:00 KPI dashboard for global volume02:06:00 Quick XMR update (Boone)

Como grandes empresas definem preços sem comprometer a estratégia do negócio? No episódio 226 do DoTheMATH, Rodrigo Zaia, Diretor Executivo de Revenue Management e Pricing da M. Dias Branco, explica por que pricing vai muito além do cálculo de custos. Em uma operação com dezenas de marcas, fábricas e mercados regionais, as decisões de preço conectam marketing, vendas, logística, operações, tributação e finanças. "Não se piora a qualidade em virtude de rentabilidade." O episódio aborda estratégia de pricing, revenue management, governança, comunicação entre áreas, gestão de marcas, indicadores, logística, tributação, forecast, rentabilidade e liderança em grandes operações. Siga o DoTheMATH no Spotify para acompanhar conversas sobre inteligência artificial, dados, estratégia, liderança e negócios com quem constrói operações complexas nas maiores empresas do mercado. Novos episódios toda quarta-feira. Apresentação Marcel Ghiraldini, CSO, MATH Fabiana Amaral, Brand and Culture Executive Director, MATH Convidado Rodrigo Zaia, Diretor Executivo de Revenue Management, M.Dias Branco Capítulos 00:00 Introdução ao pricing  05:17 Como alinhar estratégia e operação  17:17 Logística, tributação e decisões de preço  20:44 O verdadeiro objetivo do pricing  30:07 Como manter a estratégia viva na empresa  34:47 Crescer sem destruir valor  37:52 A KPI que orienta o pricing   Para ouvir e seguir: 

Of course you need data to fuel your AI. You know what's just as helpful though?

Find me on Substack, search for my name.Robert P. Miles is an author, educator, and the world's foremost authority on Berkshire Hathaway's management culture. Robert has written three bestselling books on Warren Buffett, created the only graduate MBA course dedicated to Buffett's philosophies, and founded the Value Investor Conference in Omaha. His journey from an entrepreneur to a globally recognized Buffett scholar began with a single Berkshire annual meeting in 1996 — and Warren Buffett himself has been paying attention ever since.Episode Sponsor: Fiscal AI is a modern data terminal that gives investors instant access to twenty years of financials, earnings transcripts, and extensive segment and KPI data—use my link for a two-week free trial plus 15% off: https://fiscal.ai/talkingbillions/Notes:3:00 – Bob Miles is introduced as the world's foremost Berkshire Hathaway culture scholar, author of three (now four) bestselling Buffett books and creator of the only graduate MBA course on Buffett's philosophies.5:30 – His path began with Napoleon Hill's Think and Grow Rich and a failed high school "movie day" venture. The lesson that stuck: "you got to understand what business you're in."7:23 – His first 1996 annual meeting: Buffett tells a small shareholder, "between you and I we own half the company," and calls Wall Street "the legal pickpocket of the average investor."14:24 – The Dairy Queen story: a self-published "101 Reasons to Own Berkshire Hathaway," a line around the block, and Buffett walking through the door — leading to a two-book deal with Wiley.31:18 – On concentration: Buffett put 65% of his $20,000 net worth into Geico at 19, tied to his "star player" basketball analogy for conviction investing.36:41 – The three unchanging lessons of The Intelligent Investor — stocks are businesses, your partner is a manic-depressive Mr. Market, and margin of safety — because "principles are principles because they don't change."42:59 – A contrarian aside: private equity "has done more harm than good," with the Berkshire system as its inversion.53:43 – On Berkshire's real edge: "I see the moat as cash," the roughly $400 billion war chest that lets Ajit Jain write insurance the day after disasters strike.1:08:58 – On character over credentials: concentrating on admirable traits "there's no cost," regardless of background.1:10:34 – Miles' definition of success: stay humble enough to be taught, and "go to bed a little bit smarter" every day.Podcast Program – Disclosure StatementBlue Infinitas Capital, LLC is a registered investment adviser and the opinions expressed by the Firm's employees and podcast guests on this show are their own and do not reflect the opinions of Blue Infinitas Capital, LLC. All statements and opinions expressed are based upon information considered reliable although it should not be relied upon as such. Any statements or opinions are subject to change without notice.Information presented is for educational purposes only and does not intend to make an offer or solicitation for the sale or purchase of any specific securities, investments, or investment strategies. Investments involve risk and, unless otherwise stated, are not guaranteed.

Content going out and content built to make someone buy are two completely different things. Two completely different strategies, two completely different skill sets and two completely different intentions. And most founders — and most agencies — only know how to do one of them. In this episode of Running With Wolves, Savannah breaks down a full client case study that proves exactly why. Her client had a 4 to 5K per month agency, beautiful consistent content and zero new clients to show for it. One week after implementing Savannah's strategy she made 60K in 24 hours — with no agency, less content and less money spent. Here's what this episode covers: • Why virality doesn't matter — one client had 2,000 views and made 200K, another had 200,000 views and couldn't make 2K • The three questions to ask your marketing team right now to find out if they actually know what they're doing • Why the selling is the last thing you should ever delegate — and most founders delegate it first • The old model vs the new model — and the single KPI shift that exposes every weak piece of marketing you're running Apply to work with Savannah HERE: http://bit.ly/applywlfpodcast or DM her on Instagram @itssavannahjordan ( / itssavannahjordan ) with your takeaway. content that sells, marketing strategy 2026, marketing agency mistake, client case study, organic marketing, female founder, sales strategy, 60K in 24 hours

Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty Watch Full Video Episode Your posted labor rate may not be the labor rate you're actually collecting, and that gap could be costing your shop thousands of dollars every month. In this episode, Carm Capriotto is joined by Andy Adams, a shop owner and business coach, and Rob Sperring, a service manager, to explain why the Effective Labor Rate (ELR) is one of the most overlooked yet impactful performance metrics in the auto repair industry. They break down why ELR falls short, how it affects profitability, and the practical steps every shop owner can take to close the gap. What You'll Learn What Effective Labor Rate (ELR) is and why it matters more than your posted door rate.Why healthy shops should collect at least 90 percent of their posted labor rate.How unbilled diagnostic time, underpriced canned jobs, and complimentary inspections reduce profitability.Why excessive discounting, even with good intentions, can quietly erode your bottom line.How shifting consumer buying habits make labor profitability more important than ever.Why improving ELR creates opportunities to increase technician compensation and strengthen your business.How auditing repair orders can uncover missed labor opportunities and unnecessary discounts.Why updating your labor matrix and canned jobs can immediately improve financial performance.How sharing KPI's (key performance indicators) with your team builds ownership and accountability throughout the shop. Effective Labor Rate is more than a financial matrix; it's a direct measure of how well your shop captures the value of the work it performs. By understanding where labor revenue is being lost and making intentional operational improvements, shop owners can increase profitability, invest in their teams, and build a stronger, more sustainable business. Rob Sperring, Grand Rapids Motorcar, Grand Rapids, MI Andy Adams, Adams Garage, Terre Haute, IN. Coach at Repair Shop of Tomorrow Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Thanks to our Partner, KUKUI Stop juggling multiple marketing tools. KUKUI's integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/ Thanks to our Partner, Pit Crew Loyalty You're probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/ Connect with the Podcast: Visit the Website:https://remarkableresults.biz/Subscribe on YouTube:https://www.youtube.com/carmcapriottoFollow on Facebook:https://www.facebook.com/RemarkableResultsRadioPodcast/Follow on LinkedIn:https://www.linkedin.com/in/carmcapriotto/Follow on Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderAll books mentioned on our podcasts:https://remarkableresults.biz/booksOur Classroom page for personal or team learning:https://remarkableresults.biz/classroomBuy Me a Coffee:https://www.buymeacoffee.com/carmSpecial episode collections:https://remarkableresults.biz/collections The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/Diagnosing the Aftermarket A to Z:...

In this episode of C-Speak, Hasbro CEO Chris Cocks covers the company's 160-year history, its core businesses and the “Playing to Win” strategy focused on inspiring a lifetime of play. He highlights how Hasbro balances legacy with growth and details what the future looks like for the toy company.“Our core KPI is what we've termed ‘delight,' and it's the number of people that we've reached in the past year with a play experience and hopefully brought a smile to their face. Last year we estimate we delighted about 1.1 billion people,” Cocks says. Subscribe to C-Speak so you never miss an episode. Listen on Apple Podcasts, Spotify, YouTube or wherever you get your podcasts.

最近「韌性」一詞相當流行，但「地方韌性」是什麼？跟一般人又有什麼關係呢？ 微笑台灣邁入25週年，今年提出「地方韌性」的概念，提醒鄉鎮預先做好準備，一旦遭遇突發性的衝擊或是長期壓力時，是否具備復原或轉型的能力？而台灣發展地方創生，應該產值優先，還是價值優先？有些行動賺不了大錢，卻有著重要的社會意義。 這一集微笑台灣編輯部將分享專題製作過程中的自我叩問，從鄉鎮中正在發生的動人故事，看見台灣真正的地方韌性。 【聽完這集你會知道】 03:46｜直擊埔里長青村921災後重建的血淚史。村長如何走過被村民誤解的委屈，藉由召開村民大會建立互信，並透過發揮長輩的專長，找回高齡者的生活價值。 09:21｜國立暨南大學成立「水沙連學院」讓研究對齊地方剛需；以及「水沙連醫療群」如何透過跨科轉診與銀髮健身，打造超越都會區的基層預防醫療網。 11:50｜新竹芎林「三角下的寮」，一間飲料店光靠日常「便當會」凝聚回鄉登山客與老人，靠人際關係編織出最實際的鄰里支持系統。 14:04｜屏東大成國小面臨廢校時，校長攜手雲門舞集與西班牙等國際藝術家，將藝術融入教育，甚至把社區巷弄變美術館，成功吸引外地學生逆勢增長破百人。 18:40｜我是全村的希望：設計出包含「重感情、拼經濟、顧厝邊」等六大面向的村長治理遊戲，實踐地方政策的兩難抉擇。 26:00｜呼籲公部門與企業打破「產值優先」的數字 KPI 迷思。那些帳面年產值不到百萬、卻厚實維繫了村莊老人家日常的微型創生團隊，才是地方韌性最應該被看見的長遠社會價值。 【本集金句】 「很多個個人的『不認命』疊加起來，不只是個人的韌性，而是可以變成一種集體的韌性。」 #微笑台灣 #地方韌性 #地方創生 #台灣鄉鎮 #我是全村的希望

VOV1 - Pháp luật phải phục vụ và đáp ứng yêu cầu phát triển trong giai đoạn mới. Tập trung vào phân cấp, phân quyền và phân bổ nguồn lực. Nhất là không đẩy những vấn đề khó khăn cho cơ sở.Tại phiên họp Chính phủ chuyên đề xây dựng pháp luật tháng 7/2026, Thủ tướng Lê Minh Hưng nhấn mạnh đổi mới mạnh mẽ tư duy, phương pháp quản lý khi xây dựng chính sách pháp luật, không vì lợi ích cục bộ, lợi ích ngành làm ảnh hưởng đến sự phát triển chung. Đặc biệt phải làm cho khâu tổ chức thực hiện hiệu quả và không phải là điểm nghẽn. "Pháp luật phải phục vụ và đáp ứng yêu cầu phát triển trong giai đoạn mới. Tập trung vào phân cấp, phân quyền và phân bổ nguồn lực. Nhất là không đẩy những vấn đề khó khăn cho cơ sở. ... Đặc biệt là phải làm cho khâu tổ chức thực hiện hiệu quả và không phải là điểm nghẽn. Tập trung nâng cao kỷ luật, kỷ cương và tiến độ, chất lượng công tác xây dựng pháp luật. Bộ Tư pháp phải triển khai ngay việc thí điểm đánh giá KPI về xây dựng pháp luật và từng bước công khai kết quả để các bộ, ngành biết và tổ chức thực hiện". Thủ tướng Lê Minh Hưng nêu rõ.Việc đặt "phục vụ phát triển" lên hàng đầu buộc các cơ quan soạn thảo phải đứng từ góc độ của người dân, doanh nghiệp và sự vận động của nền kinh tế để xây dựng chính sách. Điểm sâu sắc là Thủ tướng nhắc nhở không đẩy khó khăn cho cơ sở, điều này đặt ra yêu cầu các Bộ, ngành trung ương phải đồng hành, gánh vác trách nhiệm cùng địa phương thay vì "đẩy quả bóng trách nhiệm". Để làm cho khâu tổ chức thực hiện hiệu quả và không phải là điểm nghẽn đòi hỏi quy trình thực thi phải rõ ràng, minh bạch để cán bộ dám nghĩ, dám làm, vì lợi ích chung mà không sợ rủi ro pháp lý do quy định trong luật không rõ ràng. ./.Lại Hoa/VOV1Thủ tướng Lê Minh Hưng

On prend du recul sur le rôle du PMM à travers les yeux d'une responsable Marketing & Revenue.Selma, CRO chez Agorapulse partage sa vision de la fonction et les situations dans lesquelles elle crée le plus de valeur pour l'entreprise. Elle revient aussi sur un choix organisationnel fort chez Agorapulse : déplacer l'équipe PMM initialement au Produit sous son aile, puis faire évoluer progressivement son périmètre vers une équipe Go-To-Market qui ne se limite plus aux recommandations stratégiques, mais qui porte les sujets de bout en bout, de l'analyse du marché à l'exécution, avec des KPI directement liés au business.Selma nous partage des exemples concrets de collaboration avec le content, la lead gen et la brand pour arrêter de se marcher dessus mais aussi de ce qui permet à un PMM d'obtenir une place à la table des décisions.Enfin, elle revient sur plusieurs pivots de carrière qui ont marqué son parcours et partage ses réflexions pour faire des choix professionnels qui semblent contre-intuitif mais qui permettent de progresser sur le long terme.Si vous cherchez à renforcer votre impact business en tant que PMM, à confronter vos idées reçues et à mieux comprendre ce que la fonction Product Marketing  peut apporter à une organisation, cet épisode va vous donner quelques pistes de réflexion.Bonne écoute.RESSOURCES

Kiera shares the three most common pieces of bad advice out there when it comes to growing a practice. She encourages doctors not to keep applying new pieces of information to growth, but to understand how to filter the best pieces for your practice — and shares three truths to making this happen. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: Kiera Dent- Dental A Team (00:00) Hello, Dental A Team listeners. This is Kiera. And today we're gonna talk about a couple of lies feel so harsh, but I think these are maybe some misnomers, some beliefs that a lot of dentists are told about growing a practice that aren't true. Or they could be true, but they don't have to be true. So again, like I don't want to say it's lies. I just think it might be a possibly wrong way to look at things if you want. And so I want to talk about some of those like what are the   like three biggest lies, if you will, with air codes around lies. Because I think about a lot of advice is given to you about how to grow a practice, but I don't think it's all true. I think that there's ways that we can look at it differently and get different outcomes. And I don't think people are trying to mislead. ⁓ but I just I feel like it's incomplete. And so I want you guys to recognize that growing your practice and evolving your practice isn't about following more advice or doing more things. I think it's actually about filtering like what is the best way to do it. And for me,   Lazy or efficient, take your pick. I prefer the term efficient. ⁓ let's just get you the most efficient way to grow your practice that keeps you sane, that doesn't burn you out. Because again, I'm about the yes success model. It's all about you, making sure you're living your absolute best life, followed by earnings and profitability and then systems, structure, and scale for you. We've got to have those in place for you. And so I'm really, really big on growing, not for growing sake, but to grow in the way that's best for you, which is why vision and you are the most number one important thing. So when you go through this, I just   I want you to realize like we don't have to stay stuck, we don't have to say overwhelmed, and we don't have to plateau. But there's ways that we can walk through the most common lies, if you will, that are talked about with growth. And then three truths that actually will drive real sustainable growth for you. So number one that I hear a lot is like you just need more new patients. Now, this can be true. Like I said, lies are with an air quote, and you don't always have to be doing marketing spend and you don't have to constantly be attracting people. And like to me, it's constant marketing spend.   Attracting instead of retaining and full hygiene with low case acceptance. Like that can be some of the things. And what's wrong with that is a lot of offices, like when they're telling me, Kiera, we're at like 90 new patients a month. I'm like, cool, you got a backdoor open problem. Like, if we just close that back door, you probably wouldn't need as many new patients, but your ego is screaming, I need more new patients. Or I've got just all these patients coming through, and that's again, we're not retaining them. Or our hygiene schedule is full, but like our doctor schedule is wide open. Well, we don't have great case acceptance. So to me,   Gotta have like great patients coming in, retaining them, and follow through. So growth actually comes better from conversion, not volume. You do need both, which is where I don't think it's a lie. Like you do need patients. We gotta have at least 30 new patients per doctor per month in a like a GP practice. Pediatrics usually run in like 75 to 90, depending upon the the location and what we're looking for. So, like more patients aren't gonna fix leaky systems. So another   Another one, like I said, I'm gonna go through them and they'll tell you like some solutions to fix it. Work harder and produce more, like outproduce your problems, add more days, work longer hours, do more dentistry personally. But like that's burnout. I just had a doctor and she's like, Kiera, we talked about production and I just can't do it. And I was like, Yes, because you're not supposed to do it. We're supposed to have goals. We're supposed to have the whole team. Like I I was with an office and their goal is like twenty-five thousand a day.   But the dentist isn't doing all that and they're out by like four o'clock and we're just scheduling better and we're making sure all the hygienists are up to goal and each doctor's up to goal. Like profit doesn't always follow production. I don't care what your top line is, I care what your bottom line is. So you have to like there is a zone where a lot of doctors work more, but they don't actually make more or they like take home the same. And to me, that's nonsense. Like I'd rather you scale it back and have a small practice than having this high, I don't know, ginormous one and not taking home profit. So   You've got to have, we've got to have efficiency, we gotta have systems, and we gotta make sure it's not all on hue. And then like let's talk about what growth and profit are that we actually wanna hit, not just a top line number. So I I'm really big on like you don't have to work harder and produce more. There's actually a way of how like what do we really need to produce? How do we actually build a schedule? How do we use the entire schedule? How do we use our morning huddles to win rather than just produce, produce, produce? Okay.   Another myth is hire more people and we'll fix it. Like just throw money at your problems through hiring people, through doing this, like this thing will help us. Like, let's add team members. I have an office and I think they've got like 10 people in the front office. I'm like, my gosh, that's psychotic. Like, but everyone feels overwhelmed and overworked. And I'm like, yeah, because no one has clear job descriptions. No one has an end-of-day checklist. No one has like ownership of it. We just keep piling more and more people on rather than like, all right, what's broken? What's a true system? Because I typically say,   Per doctor, I want one for an office team member, except for if there's only one, then I want two. But that's usually a pretty good ratio. Office managers are like debatable if they're there or not. So if you look at that, this is where, but like we overstaff, but we don't have clarity. We got payroll, but like our payroll sky high, but we saw the same issues. Payroll should be sitting at 30%. Like that should be where we're at. Even if you're like here, it's so expensive. I'm like, I know, but we also can't overpay. We can't have so many team members. There are ways that we could like.   You can outsource. There's so many things that we can do. And that's not for me to say we can't hire people. It is for me to say, like, we got to be smart business owners too. So a lot of times people don't fix broken systems. Confusion scales with headcount. Trust me, I used to have a team of five. Now I got a team of 25. It's crazy. It's very thrilling. So, like, you can add more and more people, but if we don't have systems and processes and like,   clear job descriptions, you're just gonna create more chaos and you think you're gonna fix it, but you just add more, then you're stressed because your cash flow is less. It doesn't fix. You got have structure before you have growth. So people don't fix systems, systems support people. So a couple of now like truths. Okay. So we had like lies. All right. Number one, like I said, you just need more new patients. Number two is work harder and produce more. And number three was hire more people. It'll fix it. Now like I said, hiring people might fix it. Producing more could fix it.   having more patients could fix it. But things that are really going to help are like set systems. Like I was in a practice and I'm like, okay, we just need to get a set schedule. Like I said, they're like, I'm exhausted. I was like, perfect. What is each provider's daily goal? What's their hourly goal? What's our hygiene goal? We need to make sure those are in place. So that way it's not just reliant on one doctor. Now we got to look at our case acceptance. Let's look at our patient flow and let's look at billing. Like to me, a lot of these things like if I just fix case acceptance, I don't actually need a ton more patients. If I just fix case acceptance, it's like why don't we actually   clothes the patients that are in our chair. Can we do same-day dentistry for them? Can we get referrals from them? So I'm having quality patients come through. We're diagnosing and we're accepting. Like, what if I just have those? Like those things in place will actually grow your practice. Having 30 new patients a month per doctor is going to grow your practice. Having reviews that tie to that, making sure our collections are at 98%. So many offices actually are profitable, but they're not collecting the money. So they feel broke.   But I'm like, that's actually a system that's going to grow you. So like let's just go after a few systems that are gonna truly grab scheduling, block scheduling. What are the provider goals? Let's hit that. Let's talk about that at Morning Huddle every single day. Let's look at our case acceptance. Our case acceptance, if you're at GP, like we're not doing huge cases, you should be at like a 70% acceptance. If we are at all on X, I'm usually at like 35 to 40. What's our case acceptance? What are we closing? Are we doing single dentistry? Like what are we diagnosing? Are we diagnosing three tens of what we're trying to produce? If not, I need to go fix my case acceptance.   That is my system to fix. That's going to actually grow my practice. That's gonna put money on my books. Billing, just collect the dang money. Like fix that. That's actually gonna grow your practice. That's gonna grow your profit. That's what's actually gonna grow you. Now, another thing that's actually gonna grow you is having strong, strong, strong profit. You've got to have profit. Like that's gonna grow you. I don't care what your top line is, you gotta know your profit.   So, what how do we figure that out? We're gonna look at our BAM. We're gonna figure out exactly what our practice needs to make, including paying you. And then we're gonna make sure that we have enough patients, we have enough case acceptance, we have enough providers, we can block schedule this to actually produce it. Then we gotta make sure we're collecting it. Because if not, we're not going to get it. You have to be profitable. We gotta look at efficiency. How many team members do we actually need to have? What are their job descriptions? Have clear job descriptions, a KPI per person of a number that's gonna drive the business forward. That's going to fix our practice.   You don't need more people. You don't need more production. You don't need more overhead. We need to make sure our overhead is correct, that we're adequately staffed, that we have the correct amount of production and procedure mixes. Some people just don't do enough dentistry. Like you don't diagnose enough. I need you not to diagnose a single crown filling. I need it to be a crown if it's really a crown. If we can't do this, like we might not need as many team members. Can we outsource and use a biller that's not an in-house? I don't know, but there's ways to get creative. You've got to look at it.   For me, it's non-negotiable. Your overhead needs to be at 50% or less. Doctor pay needs to be at 30%. Our profit margin needs to be at 20%. You've got to go look at it. We either need to cut costs, increase production, or increase collections. One of those three things is gonna make you there. You've got to get profitable. It's not like that's really going to grow you. And sometimes growth comes from contracting. Businesses are like breathing. It's gonna expand and it's gonna contract. Sometimes we're gonna be a bigger team.   Sometimes we're gonna be a smaller team. I've done this myself. I've grown too much and I've had to cut. And then we grow again and then we have to cut. It's not because I'm trying to be irresponsible. It's because I genuinely need to like the business didn't grow as much as we thought it would. We now have to contract. You have to be able to make those decisions. Now I hope that you are not like grow, contract, go contract. Like let's not be like adding and cutting team members on a consistent basis all the time. Like more stability. But really look, what are the job descriptions? What is the KPI? If I hire this other person.   How much more revenue are they going to put in? What are they going to do? I get it. We want to help our team. But I was in a team the other day and they had an outsource builder and this builder was asking for more hours. And they were like, no, this is what you agree to. This is how many hours we want. Let's see if we can actually like what needs to get done. They're under staff. They have a front office team member that's out on maternity leave. But for that team to recognize like more hours doesn't fix our problems. Like we need to be more efficient. How can we be more efficient? A lot of team members, when I go into offices, are not being fully utilized.   So before you go and say, like, we need more team, maybe we should look at their job descriptions, maybe look at our org chart. Let's look at what people are doing and what they should be doing and what they're capable of doing. And then let's see how we can like simplify things. What things can we like delegate out? What things can we hire out? What does that look like? Because if we can get those things put into place, do you realize how much happier every single person is? These are the things that actually grow a practice. Looking at your numbers, knowing your profit margins, having the systems in place that actually put money on your books, hygiene.   Let's talk about hygiene. Making your hygienists are doing three times their pay. That's going to grow your business. It's not like just pump new patients in. It's not pump production on the books. It's not these things like work harder. It's not that. It's genuinely right, people. Let's look at our numbers. Let's see. Now it's like okay, if I know the payroll should be at thirty percent, I now have the dollars allotted for that amount. How I spend those dollars is your decision. It's your discretion. I don't really care.   But you know the metric. So if you know the metric, you know most offices are able to accommodate this. You've got to figure out how for you you can accommodate this. Do I need to increase my production? Then can I look at my block schedule? Can I look at different ways? Can I look at my case acceptance? Can I look at my diagnosis? Do we have better handoffs amongst all of us? What little things are gonna be able to grow you and your practice? That's going to be like those things actually put money on your books. Those things actually move you forward. Like I said, they're not necessarily lies because you do need patience, you do need production, and you do need people.   But making sure that we're not pumping money into those areas or we're forcing those things to grow our business. There's a lot of ways that we'll actually grow your business with a lot of less effort. So look at your practice. And I want you just to say, like, okay, what is my payroll? What is my overhead? What is what is my bam, the barriers minimum of my business? What do I need to produce and collect in my practice? Let's start there. And if I'm like   Someone told me the other day that their payroll was 40%. I was like, okay, great. We have two choices. We can either produce more and collect more, or we can find where we're inefficient and what things we need to change. I don't care. You know the metric, you know it. And then you have a choice. You can either do it or not. But this is what's going to grow your practices and grow your bottom line. And these are not as being cutthroat. These are industry standards across the board. If your hygiene team's not producing three times the pain, you're like, but I'm in California. I know I hear you. Practices are able to do it.   It's just like the four-minute mile. If someone else is able to do it, let's get creative and see how you can do it. I would recommend cutting the excuses and starting to look for truth, starting to look for how, what are the solutions. Kiera Dent is well known for a famous line of there's always a solution, let's find it. So I want you to really truly, what is the solution? What's really going to grow your practice? And if you're stuck, if you don't know, I'd love to cut through the noise for you. I feel like I play Mario. Like I see all the little, like, I don't know, glitterally.   Like, here's your gold star. Here's this thing. It's above your head. Like, my gosh, if they just increase their case acceptance and they fix their blocks and they knew their number, all the practice will grow. In my own business, I struggle with that. In your own business, it's hard to see it. So sometimes you need somebody who's got a bird's eye view, someone who's sitting above the noise, someone who's able to cut through that, someone who's able to say, these are the three systems we're going to put in place first. This is going to grow you exponentially. Let's get the business fundamentals for you. Let's actually grow your business for what you want, not just   So like playing like whack-a-mole and trying all these things that don't actually move you forward. So hopefully that was able to give you three lies and three truths, things that will actually move you forward. And like I said, they're not lies. They're just things that I feel a lot of people put effort and energy in trying to solve their problem rather than doing the work. It's like I want a six pack, but until I get on that freaking floor, I can do a lot of things. There's even things to help me lose weight now. But until I want that six pack, I gotta do the work to get there. So for you.   We gotta do the work that's actually gonna grow your practice, not just like create noise and make it feel like we're moving. ⁓ I love this quote. I don't remember who said it, but they said, Don't confuse progress with motion. A rocking horse has motion, but there's no progress. And I love thinking about that because when we think about it, that can be that can be something I think we feel. Like you are having   motion but it you're not progressing. And like they say, I think it says Alfred A Montagu. I think sorry if I said that wrong. I'm really sorry, but it says don't do not confuse motion and progress. A rocking horse keeps moving but does not make any progress. So for you, are the things that you're doing actually making progress or do they just feel like motion? Because we've got to make sure we're making progress. We're actually growing. We're not just doing motion. So reach out. I'd love to help you. And if this helped   Or you thought about it or spurred it, please share it with somebody. Leave us a review. I'd love you guys to take time to get more people, more offices, just like you to be part of our Dental A Team family. I adore you. You're doing better than you think you are, and I'm happy to help you in any way we possibly can. Reach out, Hello@TheDentalATeam.com. And as always, thanks for listening. I'll catch you next time on the Dental A Team Podcast.

In this solo episode, Danny Gavin reveals how he automated his Google Ads Search Query Report process using Claude Cowork and Windsor.ai, eliminating the 3-4 hours per account it previously took to complete manually. The system pulls live metrics, merges them by keyword and ad group, and outputs a structured Excel file with an ad group summary, KPI-focused observations, and pre-populated negative keywords. It's a must-listen for those looking to systematize time-consuming account analyses and free up time to tackle other tasks. Episode Highlights:Search query reports are one of the highest-leverage tasks in Google Ads management, and doing this job manually can eat up three to four hours of work per account per cycle.Danny shares how he connected Claude Cowork to live Google Ads data through Windsor.ai and turned Optidge's entire SQR methodology into a repeatable automation.He shares what the six-tab Excel output actually contains, including auto-generated observations, pre-populated negatives, and an ad group summary that flags structural problems before anyone looks at individual search terms.The 80/20 split: See what Claude handles automatically versus where human judgment still makes the final call.This episode gives four practical lessons for building AI automations in an agency context, from documenting your process first to understanding why the ROI compounds over time.Episode Links: Digital Marketing Mentor PodcastDanny Gavin on LinkedInOptidgeClaude Cowork Windsor.ai Send us Fan MailFollow The Digital Marketing Mentor:Website and Blog: thedmmentor.comInstagram: @thedmmentorLinkedin: @thedmmentorYouTube: @thedmmentorInterested in Digital Marketing Services, Careers, or Courses? Check out more from the TDMM Family:Optidge.com - Full Service Digital Marketing Agency specializing in SEO, PPC, Paid Social, and Lead Generation efforts for established B2C and B2B businesses and organizations.ODEOacademy.com - Digital Marketing online education and course platform. ODEO gives you solid digital marketing knowledge to launch/boost your career or understand your business's digital marketing strategy.

If you're one more "why isn't anyone booking in" away from losing it with your team, pause here. This episode is the reframe you need before you have the conversation you'll regret. Andy and Jacinta break down why a half-empty schedule is almost never a laziness problem, and why the fix starts with you, not them. In this episode:Discover why hiring a great practitioner without a system around them is like hiring a chef and giving them no restaurant to cook inLearn the front desk shift that turns "helpful concierge" into a genuine conversion machineFind out how to pre-qualify callers so the right client ends up with the right practitionerUnderstand why being "nice" and being "directive" aren't opposites, and how holding both builds trust fasterGet the exact move to make if you're quietly resenting a team member who was never actually told the rules of the gameHear why Andy and Jacinta now put every KPI, timeline, and expectation in black and white so nobody has to guessLearn the one leak that's usually behind an underbooked team: your conversion rate at that very first phone callKey quote:"No one is coming to save you, okay? You have to save yourself. You need to be the one to put the processes in place for that person to thrive." - Jacinta Mentioned in this episode:Book a FREE Practice Plan call If this episode lit something up in you and you're ready to build a business that supports your life instead of consuming it, book a free Practice Plan call and let's map out your next chapter together.

Plenty of Pilates studios look successful from the outside. The numbers tell a different story. In this episode, Lesley Logan sits down in person with Julian Barnes, co-founder and CEO of the BFS Network, the boutique fitness industry's market intelligence company behind the annual State of the Industry report. Julian brings the data from 500-plus studios across 46 states. Lesley brings the how. Together they break down the five numbers that separate a real business from an expensive hobby, and what it actually takes to keep clients for years instead of weeks. If you have any questions about this episode or want to get some of the resources we mentioned, head over to LesleyLogan.co/podcast https://lesleylogan.co/podcast/. If you have any comments or questions about the Be It pod shoot us a message at beit@lesleylogan.co mailto:beit@lesleylogan.co. And as always, if you're enjoying the show please share it with someone who you think would enjoy it as well. It is your continued support that will help us continue to help others. Thank you so much! Never miss another show by subscribing at LesleyLogan.co/subscribe https://lesleylogan.co/podcast/#follow-subscribe-free.In this episode you will learn about:The five KPIs that profitable studios track every month.Why referrals still beat social media for new leads.How to structure an intro offer that converts.The objection scripts that turn a maybe into a yes.Why holding clients accountable is what kills churn.Episode References/Links:BFS Network – bfsnetwork.comBFS Pilates Studio Benchmarks Report - BFSreport.com or BFSpilatesreport.comFacebook https://beitpod.com/thebfsnetwork https://www.facebook.com/thebfsnetwork?mibextid=wwXIfr&mibextid=wwXIfrSubmit your wins or questions - https://beitpod.com/questionsGuest Bio:Julian Barnes is Co-Founder and CEO of the BFS Network, the premier growth accelerator and market intelligence company in the beauty, fitness, and self-care industry. He leads BFS' CEO Network — the premier peer-to-peer leadership network for multi-location, multimillion-dollar operators who are building to scale — and serves as Managing Director of the Global Leadership Council, whose members collectively operate more than 10,000 locations worldwide. He also serves as an Outside Director for a global fitness brand. Barnes created NYU's Institute in Entrepreneurship & Small Business Management and served on the US Tennis Association's Investment Committee, which managed a $200M portfolio. He holds a BA from Tufts and a JD from UNC Chapel Hill.If you enjoyed this episode, make sure and give us a five star rating and leave us a review on iTunes, Podcast Addict, Podchaser or Castbox. https://lovethepodcast.com/BITYSIDEALS! DEALS! DEALS! DEALS! https://onlinepilatesclasses.com/memberships/perks/#equipmentCheck out all our Preferred Vendors & Special Deals from Clair Sparrow, Sensate, Lyfefuel BeeKeeper's Naturals, Sauna Space, HigherDose, AG1 and ToeSox https://onlinepilatesclasses.com/memberships/perks/#equipmentBe in the know with all the workshops at OPC https://workshops.onlinepilatesclasses.com/lp-workshop-waitlistBe It Till You See It Podcast Survey https://pod.lesleylogan.co/be-it-podcasts-surveyBe a part of Lesley's Pilates Mentorship https://lesleylogan.co/elevate/FREE Ditching Busy Webinar https://ditchingbusy.com/Resources:Watch the Be It Till You See It podcast on YouTube! https://www.youtube.com/channel/UCq08HES7xLMvVa3Fy5DR8-gLesley Logan website https://lesleylogan.co/Be It Till You See It Podcast https://lesleylogan.co/podcast/Online Pilates Classes by Lesley Logan https://onlinepilatesclasses.com/Online Pilates Classes by Lesley Logan on YouTube https://www.youtube.com/channel/UCjogqXLnfyhS5VlU4rdzlnQProfitable Pilates https://profitablepilates.com/about/Follow Us on Social Media:Instagram https://www.instagram.com/lesley.logan/The Be It Till You See It Podcast YouTube channel https://www.youtube.com/channel/UCq08HES7xLMvVa3Fy5DR8-gFacebook https://www.facebook.com/llogan.pilatesLinkedIn https://www.linkedin.com/in/lesley-logan/The OPC YouTube Channel https://www.youtube.com/@OnlinePilatesClasses Episode Transcript:Julian Barnes 0:00  You have to be confident enough, both in your own abilities and that the universe will provide for you the right way. You have to be confident enough to say no to the wrong person, so you keep space open for the right person, as you said, and you have to be confident that the universe is going to bring that right person to you.Lesley Logan 0:24  Welcome to the Be It Till You See It podcast where we talk about taking messy action, knowing that perfect is boring. I'm Lesley Logan, Pilates instructor and fitness business coach. I've trained thousands of people around the world and the number one thing I see stopping people from achieving anything is self-doubt. My friends, action brings clarity and it's the antidote to fear. Each week, my guest will bring bold, executable, intrinsic and targeted steps that you can use to put yourself first and Be It Till You See It. It's a practice, not a perfect. Let's get started. Lesley Logan 1:05  All right, Be It babe. This is really for my Pilates studio owners and teachers out there, people who want to open a Pilates studio. We are going to get deep in numbers, and you're hearing me talk a lot about my thoughts about the Pilates industry and how you are going to have a profitable Pilates business. So it's kind of fun. If you've never heard me talk Pilates business, and you want to hear my thoughts, you can. For those of you who are Profitable Pilates members, you're going to hear some of my favorite things to say, and I think you're going to be really impressed with how amazing your studios are doing compared to others. But also, I think it's really important to know what the stats are. What is going on in the Pilates history? It is changing. There are a lot of studios, but are these studios actually as successful as they look? Lesley Logan 1:28  So, I think this report is really fun. If you watch it on YouTube, you're gonna see the visuals of these numbers. If you're like me and need to see them, you can watch it there. We'll also have everything in the show notes and in the blog as well. You guys are awesome. Here is Julian from the BFS Network. Lesley Logan 1:43  All right, loves, this is gonna be fun. You guys get to hear me in my own element, probably a little more behind the scenes of what we do with other businesses, but we have an incredible guest here. We'll talk a lot of numbers, so if you're a visual person, you might want to watch this on our YouTube channel. Julian from the BFS Network, you are here. Hello, tell everyone who you are and what you rock at, because they're going to want to know.Julian Barnes 2:18  Lesley, I am here in your home studio in Las Vegas. This is not Zoom. This is.. I could touch your high five. Here we go. There we go. Awesome. Hello, everyone. My name is Julian Barnes. I am the co-founder and CEO of the BFS Network. I am based in New York City, here in Vegas to hang out with my good friend Lesley and Brad. We are the BFS Network. For today's conversation, the most important thing I'm going to share is we are known as the premier market intelligence company in the boutique fitness industry. We publish the State of the Industry report, which is the annual report, which is the most comprehensive report in our industry. A lot of data, a lot of KPIs, a lot of metrics, all focused on showing what profitable studios do. So I'm here today with Lesley, and I'm going to share some of the numbers, and she's going to tell us how to achieve those numbers.Lesley Logan 3:13  Yeah, I'm excited. Let's go, let's do it. I'm a visual person, so I'm glad you got a visual for us.Julian Barnes 3:18  So the first thing I want to just talk about is who participated in the survey. In addition to the Profitable Pilates community, this survey has been conducted over the last 18 months, 500-plus studios worldwide. Most importantly, it is the overwhelming majority, 89% of the studios that participated in the survey have three or fewer locations, and most of them have one location, individually owned, self-financed, no private equity, no investor. So we're talking about just the regular studio owner who bootstrapped and saved, and maybe borrowed from the bank to open, that's who's in here. There's no Solidcore in here, there's no Barry's, there's no SoulCycle. And if there are some independent Club Pilates franchisees, they're individually owned, they're not big corporate, so that's.Lesley Logan 4:17  Not one of those people who owns 75 or 100 sharing. Yeah, yeah.Julian Barnes 4:21  Exactly. All right, so that's who's in it. Also, there's broad geographical distribution of the survey, meaning 45% of the responses came from cities with a population of half a million or more, 45% came from cities 50,000 to half a million, another 10% are rural areas less than 50,000, 46 out of 50 states, so we have geographic representation, we have market size representation, one, two, and three locations, no PE, no investors, so we're talking about the average mom-and-pop small studio everywhere in this country.Lesley Logan 4:57  Okay, you know I'm gonna want to have dinner where the four states are, so we got a find studio close to. Julian Barnes 5:01  It's like three S's. No, three N's. So it's North Dakota, Nebraska, and I forget the other two.Lesley Logan 5:08  Okay, I have a really great city for you, Nebraska solo owner, really pretty incredible, open for over 20 years. Julian Barnes 5:13  That's what we need. Okay. So that's who we're talking about. The way we're going to rock today is talk about the BFS scorecard, which is six KPIs. I'm going to share with the listeners, all of you, the six KPIs that profitable studios track, and I'm going to tell you what those KPIs are. And then we're going to come back, and I'm going to ask Lesley how and what a studio should do to achieve those KPIs. So, I am the "what" today; Lesley is going to be the "how."Lesley Logan 5:49  Yeah. So, for those of you, this is how it was explained to me, and I think this is a lot of fun for my peeps to listen. He's gonna be that Steve Kornacki at the big board, and I'm gonna come in as Rachel Maddow or Chris Hayes. I mean, obviously I watch a news channel, so there we go. So I'm gonna come in with my opinion and my punditry.Julian Barnes 6:07  You don't have blonde hair, so you're not that other channel.Lesley Logan 6:09  I'm not. Also, these are still my cheeks, my lips, my eyes.Julian Barnes 6:18  All real, keeping it real. Okay, so KPI number one is number of leads per month, and Profitable Pilates studios generally are generating somewhere between 10 to 50 leads per month. The number one response is more than 50 leads, so 30% of the respondents generated more than 50 leads, and then the tie for second was less than 10 leads per month and 10 to 25. Less than 10 was 20%, 10 to 25 is 21%, so that's basically a tie. I don't know for sure, but if I had to guess, the studios that are generating more than 50 leads a month are probably mat Pilates with larger class sizes, and yeah, they need more leads.Lesley Logan 7:09  I think anytime you need more leads, it's probably better having more class-based classes. Yeah.Julian Barnes 7:13  Exactly. And so the studios with less than 10 or 10 to 25 are probably more of the Reformer.Lesley Logan 7:19  Yeah.Julian Barnes 7:19  So number of leads per month is the first metric to track. I'm going to run through these quickly, and then we're going to come back. Okay, so the first KPI is number of leads per month, and the highest response was more than 50 leads per month. 30% of the Profitable Pilates studios that we surveyed generate more than 50 leads per month, and I would imagine that the majority of those are Pilates mat classes, where they have more people in seats and bigger studios, and they need to fill classes. Tied for second was less than 10 leads per month and 10 to 25 leads per month, and that is between 20 and 21% of the people who completed this assessment selected less than 10 and 10 to 25. So number of leads per month is the first KPI that we're going to talk about. Second KPI is the conversion rate, and let's see if I can do this, because I'm not an idiot, is what I told you, right?Lesley Logan 8:19  You're doing great. So there we go.Julian Barnes 8:22  Conversion rate of leads to first-time visitors. I can't wait for Lesley to break this down, but it's one thing for someone to email you, to DM you, to IM you to say, "I'm interested, send me more information about your studio." It's another thing for that person to actually walk in the door, and so conversion rate of lead to first-time visitor, Profitable Pilates studios are converting at more than 30%. 54% of the Profitable Pilates studios are converting at more than 30%. So think about that: for every 10 leads, the best studios are getting three of those 10 emails to walk in the door, right? So, conversion rate of leads to first-time visitors. Now they came, they took a class, they bought the intro offer. The question is, what percentage of those people made a second, bigger purchase? They already purchased the intro offer. I like to think about it like this: you go to a restaurant the first time and you have a nice meal. My question is always, am I going to come back? And especially if you bring a friend with you, maybe it's your favorite restaurant, and you bring a friend with you to your favorite restaurant, and you pay for the dinner. The question for your friend is, did you enjoy your dinner, and did you enjoy your dinner enough that you would come back and pay for it? That second purchase, same thing applies with studios, so they bought the intro offer. Did they come back? And Profitable studios, 55% of Profitable Pilates studios convert to a second, bigger purchase more than 30% of the time. So see how small these numbers get: for every 10 leads, three walk in the door, and of those three that walk in the door, only one is making a next purchase. So Lesley's gonna break that down. She is chomping up the bits, waiting for me. Lesley Logan 10:13  I can't wait. Julian Barnes 10:13  All right, so those are the first three KPIs. Okay, so the last two KPIs we'll talk about are average member lifetime value, which is how long they stay, and so the largest category for Profitable Pilates studios, 28% of Profitable Pilates studios have a lifetime value greater than two years. The good news is, hence the name of Profitable Pilates, that 71% of the Profitable Pilates studios that completed this assessment have an LTV of more than two years, and that's really important. I'll let Lesley weigh in on why that's important, but the number is more than two years. You want to be an LTV more than two years. Julian Barnes 10:56  And finally, the last KPI we're going to talk about today is churn, and churn means how often your members leave and you have to go refill that spot. You can't grow if you're constantly replacing someone in your studio. So Profitable Pilates studios, 43% of profitable Pilates studios minimize churn to less than 5%, but here again, the Profitable Pilates community that Lesley runs, 71% of the people who completed this assessment have a churn less than 5%.Julian Barnes 11:31  So let's recap. The five KPIs are number of leads per month, converting those leads from lead to first visit, converting the first visit to a second purchase, assuming the first visit is an intro offer, second purchase, then how long do they stay, and do you retain them by minimizing churn? Those are the five KPIs. That's what Profitable studios do in the Pilates sector. Lesley, now tell the people.Lesley Logan 12:02  Oh my gosh.Julian Barnes 12:03  Tell the people, Lesley, what they're supposed to do to achieve these numbers. How do they get these number of leads per month?Lesley Logan 12:11  Okay, so here's a really great... I just want to say I'm really proud of the people who filled this out, because my goal has always been for the people we coach for the long term. I'm like, your business should get really boring, like it should get really predictable. My goal is that some of our people need one lead a month because they actually don't have room, and they're actually referring out to other businesses in the area. That obviously is more of a smaller studio that doesn't have large group classes, but that is the absolute goal, because it's better to be entertained in your life, your business should not be so entertaining. Lesley Logan 12:39  So what I would say is, for studios to have a really great conversion, if you don't know how many leads you're getting a month, that's important. You got to start there, and you want to know where they're coming from, because that really does help you understand where you're spending your time marketing. Everyone tries to sell you to the moon and back that you should be on social media. You might not need to be, depends on your community, right? Depends on how many people are there, and depends on how many leads you need. I know that sounds crazy in 2026 that I would tell someone that it's not about social media, but it's not, more and more people are not necessarily trusting what they're seeing on socials because of AI and things like that. So, you really want to have an amazing network of clients who love you, who refer people out, so you're getting strong, solid leads, because those are gonna be the ones that actually come in over just reaching out to see what's going on.Julian Barnes 13:22  You just said something I want to jump on. I didn't mention it, but we also asked studio owners what was their most effective lead gen tactic. You want to guess what that answer is, Lesley?Lesley Logan 13:33  Referral.Julian Barnes 13:34  By far, in every modality.Lesley Logan 13:39  Yes. And here's what people.Julian Barnes 13:40  It's two to one, like it wasn't close. And again, these are profit, not just Pilates, all modalities. The number one lead gen tactic is referrals. So when you said people don't trust what's on the social and socials, what do people trust?Lesley Logan 13:56  They trust their friends.Julian Barnes 13:57  They trust people they know, people who they know, like, and trust.Lesley Logan 14:00  So here's the thing: if you are a new business right now, or you need people right now, if you're spending all of your time marketing yourself through stuff online and buying ads, that's one way to do it. And you will get people. I'm not saying that doesn't work, but you will get more people quicker if you actually tell the people who know, like, and trust you, whether they're clients or not, "Here's what my studio does, here's who we help, here's how we help them. Who do you know?" If you say, "Who do you know?" it opens a loop. You open a loop, people aren't likely to say, "I don't know anyone," because they'd have to think about that. But if you say, "Who do you know?" it opens this loop, and they start being aware of it. And if their friend's like, "Oh, my shoulder hurts," they go, "Oh, I just heard about the studio down the street." People will refer you people, and those are the people who actually come in, more likely than not, than someone who's just cruising the internet and filling out the contact form. Whoever fills out the contact form, honestly, it's whoever gets to them first and doesn't bug them.Julian Barnes 14:49  Let's take the people behind the scenes for a second. Before this call, we were chilling out in your backyard, and is it safe to say that we have some fundamental disagreements about how studios actually operate some things, right?Lesley Logan 15:27  I think that's okay, though.Julian Barnes 15:36  I wanted them to know that the things you and I agree on are the most important fundamental aspects of running a business. The things we disagree on, I say they're on the fringe, they're just a matter of choice. But this, having referrals, know, like, and trust that, it is tested over time.Lesley Logan 15:26  Yeah, I mean, it's so true. And also, it just makes it a lot easier on you if you need clients today. You opened the studio recently, or you hired a new teacher, or you opened some new classes, you need people to fill those seats today, you will always have a faster rate of transitioning them into clients if you're going to your community and the people who trust you, because they will talk about you, they will have a trust transference. If you are waiting for people to fill out your contact form, then it's like, well, they wanted you at 11:00 PM last night while they were watching someone on some TV show doing what they thought was Pilates, so they reached out, but now it's 8:00 AM or 9:00 AM in the morning and they're at work. Then it's like, "Well, I'm too busy this weekend," so you got to get people when they're excited. Lesley Logan 16:07  If you have a 30% conversion rate from the lead into coming in, that's great. I actually don't think that that's a terrible... I think if you have higher than that, you are doing great, but if you have lower than that, that's where I have concern. I feel like 30% feels very fair. Where I want you to really look at is from that, when they come in, if you have a lower than 30% conversion rate, you really do have an issue, because the numbers just get so small, and you're actually just wasting a lot of time. You're working really hard. And so I think this is where you, as an owner, need to look at what your onboarding experience is. How are you setting people up? Are you getting them with the right teacher? Are you the only person who's teaching them? Then it really is on you, what's going on?Lesley Logan 16:47  And this is where I think a lot of people make mistakes, because they try to sell Pilates, or whatever the modality is. People actually don't want to buy process; they want to buy the transformation, they want to buy the passion from you. And so this is where, if you're a studio owner and you're not the one who's doing these intro offers, they're going into a class, or they're going into another teacher's experience. You need someone who's got passion and actually can read the person, because you have to take what their goal is and what you offer and show how they get there. Nobody wants to hear, "Oh, you're going to buy the four-session-a-week package," because that's, no, that's a process. They want to buy in on the belief that you have that you can get them to where they want to go.Julian Barnes 17:24  You just said the magic word, and I don't know if people really heard you or want to go back. You said they want to buy the what, starting with the letter T?Lesley Logan 17:34  Oh, the transformation.Julian Barnes 17:35  Say that again.Lesley Logan 17:36  The transformation. They want the transformation, they want the end result.Julian Barnes 17:38  I like to say that there is no transformation without the transaction. There is no transformation without the transaction. So you have to ask the question, why are you here, and you have to actively listen to what they say, and then be prescriptive in your answer to the question. Okay, so you want X, Y, or Z. Great. Here's how you're going to get that: two times a week, three times a week. You're going to take this class, that class, this class, etc. You're going to give them a prescription, just like a doctor would give you a prescription, and tell them when they ask what does it cost, you reframe it. The investment for you to achieve your desired goal is going to be one of time and money. The time is twice a week or three times a week, and the monthly investment for that is going to be X.Lesley Logan 18:29  I agree so much, because if you can actually get them to understand that this is a tool to the transformation, and they can make that transaction, and you break it down, you can also be honest with them, and this is where trust is really built. Some people are going to come to you with goals that are not in alignment with what you do. If you actually tell them... for example, in Pilates in LA, every single person wants to lose five pounds, and it's like, "Well, here's what we know about science. Science would say, if you want to lose weight, it's a few different factors, and any fitness is part of the journey, but it's not the tool." The actual tool, especially if you're serving women, is: what are your hormones like? What are you eating? And then you can go from there. But if all you do is work out to lose weight, you might lose a couple pounds, you might change the metabolism you've got, but it's actually not going to get you to the goal. Lesley Logan 19:20  And so this is where it's really cool for people, and this is what I coach people on their first-time sessions, is find out what they're there for, and then tell them you can or can't help them. So I would always say, "Here's how Pilates is going to be part of your journey, here's what we can't do, but here's what we can do." First of all, most people are lied to so much, or sold a bunch of smoke and mirrors, that they actually will like that you told them that. They might not buy from you, they might go to someone else, or they might try something else and come back, because they actually believe and trust you. I really do believe in being authentic here. And then when you're teaching the sessions, you need to actually tell them, "Here's why I've chosen this exercise for you, here's why this exercise is going to hit your goals." That's what people don't do, they just keep talking about Pilates this, Pilates that. Pilates is now on every corner, so maybe that worked in the 1990s or might have worked in the early 2000s, but it doesn't work today. You actually have to say, "With my eye, I'm seeing your shoulder is doing this, and you have back pain, and so what I'm seeing is because of this imbalance, you're gonna have back pain until we get this balanced. So, here's these three exercises we're going to do, and they're going to help you with this." You have to actually tell them, take them behind the scenes. I like to say that their first sessions, their intro sessions, are like going to a buffet. They get to see all the different options, and you're going to talk about all the different options, and then you're going to prescribe them, like Julian said, like, "Hey, okay." First of all, I never say, "Did you like that?" You got to just go with confidence. You're like, "Thank you for letting me teach you," because that gives gratitude, it lets them know the session's over, and then you go into, "You said you wanted this. Here's how we're going to get there. Here's the process." Julian Barnes 19:20  Here's the roadmap.Lesley Logan 19:20  Yes. And then if they're like, "Whoa, that's too much for me." If you go through all the investment and all the time, and they're like, "That's more than I can spend right now," you can say, "I understand. We can take a little longer; instead of coming three times a week, we can do two times a week, or we can do this and this," but you have to actually help them find a way. I get it, some people don't work out, so that's not even the money, it's the actual going from zero times at the gym to coming three times. You're asking a lot, so this is where you have to be honest, and this is where I think our industry really needs a little kick in the pants, and a nice one. People that are with me a long time have heard me say this: if you aren't going to hold people accountable to their goals, you're going to become a to-do that they move around all the time.Julian Barnes 21:28  1,000%. And remember, they came to you. You didn't go find them.Lesley Logan 21:34  Yeah.Julian Barnes 21:35  Even if you did, even if you went to the local farmers market, you didn't force them to give you their email. Lesley Logan 21:40  Yeah.Julian Barnes 21:40  They gave you their email. They walked into the door. You have to ask them why they walked in, and you have to actually listen, so you can connect what they said with what you're going to say. You know what you're going to say, you know what your packages are. The question is, can you connect your packages to the goal they told you they want to achieve? It is not about giving permission, you are the person in the position of authority.Lesley Logan 22:09  Well, that's the thing. You just said you are the person in the position of authority, and that's where people don't see themselves.Julian Barnes 22:15  Retain your power.Lesley Logan 22:16  And so when people come to us, I have to constantly remind them that you're so worthy. If you have people who are late canceling and you're not charging them, I promise you, you're losing that client. That's not a client you want, by the way, but it's also you're losing that client because when push comes to shove. Julian Barnes 22:31  They're not committed. Lesley Logan 22:33  Right. When their budget has an issue, when something comes up, they're like, "Oh, I'm going to cancel my Pilates," because they're not actually seeing results, because you didn't hold them accountable to get results. I think this is where people really have to actually remember there is such a thing as you being in relation to them, and there is a camaraderie, but you're also the expert. They came to you, and the only way that they can exchange the energy is to pay you that worth, but you have to hold them accountable so that they get those results. And when you get them the results, that's why you don't have churn, that's why your churn is so low, and that's why you'll have clients for life. And by the way.Julian Barnes 23:05  We're gonna come back to that. Lesley Logan 23:05  Okay I just want to say, I think a lot of people go, "Oh, this person came to me, I hope they like me." You can't be like that if you want a business that actually works and doesn't stress you out at the end of the day. You have to actually have the authority, because you are the expert. They don't know.Julian Barnes 23:21  You have to be a little bit like Steve Jobs. Steve Jobs said you don't ask the customer what they want; you tell the customer what they need. None of us raised our hand and said we want a phone, remember the Blackberries and the Treos, and we want a contact management thing, we want to surf the web. No one said, "I want that." He presented it to us and said, "Here, isn't this cool?"Lesley Logan 23:45  Yeah, right. I think that's where, I understand some people's first-time sessions are in a group class. I would argue that that's a harder way to sell things. I would absolutely say, if you are a class-based studio and you want to have clients for life, you should have some sort of onboarding that allows them to be either on their own or in a very small group of other people who are also on an intro, so that you can actually find out why they're there and actually tell them how these exercises on whatever equipment you're teaching them actually help them reach their goal. Because if you just put them in a class with a bunch of other people, first of all, they get lost, and the experienced people get annoyed if the teacher keeps teaching to the newbie. You're going to lose people; they're going to start going, "I'm not getting challenged here, I'm going to this studio over here." So, I really do believe in an onboarding journey. And, of course, people are going to say, "Oh, this studio over here will let me in." Great, you should go to that studio that doesn't have any worries about you getting hurt and doesn't want your sessions to be personalized. No problem. I understand you want to get started. I actually believe in villainizing a little bit of the thing that you are not doing, so that you can actually tell people, "Here's why you wanted to work with me. Here's why you want to trust me, because I actually care about why you're here, and you're not just a number on my Reformer, you're actually a person whose impact I want. I want you to have the transformation you wanted." But I also think when they're in that first session, whatever it is, a week or a session, I really do think if you don't tell them what you're seeing in their body that's keeping them from the goal they want to have, you are missing out on an opportunity for them to understand how smart you are and how much of an expert you are. If you tell me that you want to have better posture and I'm seeing that your hip is up to one side, you have to tell people, "Oh, I noticed this, no wonder your posture is having problems. So here we're going to do these exercises." I always said this, but I think it's really where people miss out. This is where teachers keep it to themselves and they actually don't tell the client what they're seeing; they just pick exercises, but the person doesn't know why you're picking that. So, you have to peel back the curtain, so that they can see that you're in there with them, you're a partner in this journey, and you're gonna hold them accountable to hitting the goals they want, and then when they hit those, you're gonna set new ones.Julian Barnes 25:40  Right. All right, so let's talk about KPI number three: percentage of new visitors who purchase a membership or a bigger package. So we're talking specifically about people who purchase the intro offer, they finish the one week or the two week or the one month, whatever the intro offer is, they finished that. Did they pull out their credit card and make a second purchase? What should studios do, owners, and instructors do to increase the probability of a yes?Lesley Logan 26:11  I love this question so much. I'm going to take us back a little bit. So I want to go back to the intro offer. You need to pick an intro offer that actually fits the goals you need. If you need a lot of clients, the intro offer needs to be very simple, very easy. I wouldn't even give people two weeks, I think that is crazy nonsense. I also don't like free; I think you have to charge. It's very hard to go from zero to whatever you're charging. So, I would say if you need clients yesterday, you're doing a single-session intro offer with a very much hands-on experience, where someone is told, you find out what they need in an interview style, and then a concierge style at the end about what's going on. That's what you need. If you don't need a ton of clients, then your intro offer can be a little longer, and can actually be a higher need to say yes, meaning instead of doing a private session and the intro offer is $60 for one session, it might be $180 for three. That obviously is going to get rejected more, because it's a bit more. "I don't know if I want to spend $180 on you, I just met you, I don't even know you." But you don't need a lot of people, so you're like, "I only want the best to come through," right? So you really want to make sure you're picking that. Now, obviously, the higher the intro offer's time and money commitment is, the more likely you're actually going to have a second purchase if they do it in a condensed form of time. That's why I disagree with two weeks or one month, I really do, especially for in-person. I think you want to keep things quick, because when that dopamine high is happening, that's when they're more likely to buy. If it's three sessions that they can take over three weeks, good luck, because they only felt the high in the moment when they drove their car home, they actually didn't get the benefits. But if it's three sessions in one week, you're more likely to get that second purchase. You want people to feel the benefits, because let's be really honest: Joe Pilates has a quote that everyone likes to use, but they don't finish the sentence. "In 10 Pilates sessions, you feel different. In 20 sessions, you look different. In 30 sessions, you have a whole new body." But they don't finish it: "If you come three to four times a week, or your money back." That's what Joe said, that's what his ad said. If you're just coming to Pilates once a week, it'd be like trying to study Spanish once a week. I can recognize words, but I'm not going to be able to understand Bad Bunny, that's not happening. I have to do it multiple times a week, and science is there, no matter the modality. Unless you're doing something three or four times a week, you're actually not making a change.Julian Barnes 26:58  Well, that's the key, right? Earlier you said you're here for the transformation. The first step, I would argue, in the transformation is transforming your daily routine. What you just said is people need to adopt a new routine that says, "I'm coming on Tuesday morning, Thursday after work, Saturday morning." I'm committed to that change. See, hear these terms: commitment, investment, transformation. They need to commit. You need to present them with a prescription. You are more likely to be successful if you present a prescription that gives them the opportunity to adopt a new routine from day one.Lesley Logan 28:10  Here's the thing: you will sound more confident when you're talking with them if you're making them rise up to the occasion. It is understanding their intake forms.Julian Barnes 29:12  You're leading them to rise to the occasion.Lesley Logan 29:18  Yes. Here's the thing: are you more likely to come to the person who says, "When do you want to come in?" If you're someone who's listening who says, "When do you want to come in? Do you want to come in next week?" I'm going to tell you right now, your business is a hobby, and eventually the IRS is going to audit you, so that's not going to be good for you. You're not gonna be profitable. If you're telling people, "Hey, you should come, you're gonna come two times a week. I have 10:00 AM on Tuesdays and Thursdays, does that work for you?" That is me telling you. You're going, "Hmm, does it work for me?" But you're not, you're more likely to look at your calendar like, "When do I want to come in? Oh, next week actually feels really full. Now I can't come in," right? You want to actually tell people and prescribe people and have the confidence in what you're doing, and this is where I think a lot of people have a lot of fear. "Oh my god, they'll think I'm being rude." No, they won't. They're going to think that you're in control. This is a business. It's a business. Lesley Logan 30:06  And also, I don't want to waste people's money, so you can even say that. Look, here's the deal: if you're only going to come once every other week, this is kind of a waste of money. You shouldn't really do this; you could probably do something at home on YouTube. If you really want the transformation, you have to commit to it, and the commitment looks like this. That's where I would say, whether you do memberships or packages, I don't like unlimited, because that is craziness, you also can't prescribe people the times to come in. "If you want to hit this goal in the next three months, I recommend our three-time-a-week commitment. If that's too much for you, there's a two-time..." You have these things that people can choose, a journey, a path. If you're only gonna have one time a week, here's the deal: you can never miss, and I'm gonna need you to do homework, because the reality is, one time a week, if that's all you can afford time or money-wise, I get that something is better than nothing, but you gotta do something at home. Otherwise, it is a waste of your time and money, and I don't wanna waste your money. And when you talk like that with people, they're like, "Oh, this person really knows what they're talking about." When you ask them, "When do you want to come in?" a broken clock is right two times a day. You're going to get some people, but those are the type-A people who happen to be near you or close to you, and they kind of like you. You're not going to have a business where it's easy to predict how much money you're going to make month after month.Julian Barnes 31:15  Would you say that transformation requires the three C's? You need to change your routine, you need to be consistent about the changes you're making in routine, and you have to be willing to get rid of your comfort zone, get out of your comfort zone. Very little change occurs when you're comfortable.Lesley Logan 31:37  Oh, you know what happens: if you don't change, the world does, and you just actually get further behind. So I do think that... I love all those three C's, and I think that's really helpful for people. Here's the thing, the objections you're going to get are three. There might be some other ones, but these are the three I've heard teaching for a really long time, and I used to run nine studios for a high-end fitness company, so I have heard them all, which are: "I don't have the money." Guess what, everyone says that when they actually don't really want to tell you why they can't do it, or they didn't like it. It's an easier thing. You're not going to go show me your wallet, right? So, "I don't have the money," and "I don't have the time." This is one for people who want change, but they're afraid of leaving their comfort zone. So, this is where you actually have to have a speech ready in hand. "I get that. I'm a very busy person. Here's what we're going to do: we are going to pre-schedule your sessions for the next month, so you can schedule your whole life around it. How about we start two weeks out, because it's a little easier? Two weeks out, it's not overwhelming. We're going to schedule your whole life around it, and because of our cancellation policy, you're going to cancel your friends over this, and you're actually going to get the transformation." Or they have to "think about it." If they have to think about it, there's a couple things going on. You weren't good enough at making sure they understood how what you're doing is going to help them with their transformation. You didn't get an honest goal out of them, or you actually didn't tell them how you're going to get there, so they're kind of in, but they're not sure. Or you have way too many offers. If you have too many offers, "I don't know what to do. If I see we have these packages, and we have these packages, we have this class over here, we have this class over here..." It's too confusing for me, and I have to think about it. You want things to be very easy for people to make a yes. And so, if they have to say, "Oh, I have to talk to my husband," that is also a way of saying, "I don't have the money," or "I'm not sure," because most women have the ability to spend the money on what they want. The first time I ever heard this as a brand new teacher, I said, "No problem. If your husband has any questions, here is my number. Remember, these are the goals we talked about, here's how we're going to get there." And if you want me to chat with him about how this is going to work out, I'm happy to do that. Guess what? He came up to my studio the next day and he said, "My wife can come as much as she wants, whatever she wants, she can come as much as she wants. I just want her to be happy," right? Most of the time it's not the husband; it's that she was not sure if she was worthy of the commitment, and we have to hold space for that. But if you can actually think of the objections you have, and then come up with your responses ahead of time, you're gonna come off more confident when they have those. And then guess what, they can go think about it. Okay, great. "I'm gonna reach out next week, I'm gonna reach out tomorrow, I'm gonna call back on the follow-up. Is that okay with you?" You'd be surprised how many people come in if you follow up.Julian Barnes 34:04  Now, here's one of the areas where we may disagree. I agree with everything you just said. Sometimes it's okay to say, "We may not be for you."Lesley Logan 34:13  Oh, we're not going to disagree on that. I love that.Julian Barnes 34:17  I hear you. The three objections: don't have time, can't afford it, not sure. Okay, I hear you. We may not be the right place for you. We are the place for people who are willing to make a commitment to the transformation they seek. We work with people who are committed. We work with... and then whatever's in your community, you know, describe them. They might be business owners, executives, presidents of corporations, whatever is in your tribe, in your community. We work with the best of the best. If you want to be part of that, we'd love to have you, but I get it, we may not be for you, and that's okay. Lesley Logan 34:56  That's okay. Julian, I love this, because I just coached someone today, and she was talking about, "Oh, they got sick and they couldn't do this, and now they're good there." I said, "You should fire them as clients, they're not good clients." In fact, I would call that dirty money. Every single teacher out there who's taking clients who just come in willy-nilly, that is dirty money. It's actually never going to get you good referrals. There's certainly not gonna be a walking billboard. The best advice I ever got when I first started teaching Pilates, best advice, a teacher took me aside on my first day, and he goes, "Get one client and make them obsessed with you. You focus every energy and everything you have on that one client, and you will have clients for life." And he's not wrong. I was gifted a duet session from a teacher who was moving, and I took that to heart. They're like, "We can't come next week." I'm like, "Oh, well, I'll see you... let's go with an extra one this week. Gotta make it up."Julian Barnes 35:43  Exactly right.Lesley Logan 35:44  And they're like, "What? We don't do two in a week." I'm like, "Well, you're missing next week. I'm not gonna wait two weeks to see you. What change are we gonna have? We gotta do this." They never miss a session. Guess what? Within two weeks, I had two of their friends from their building, right? Because I was like, "If you want to work with me, this is how often you have to do this." And here's the thing: when you tell people, "We might not be for you," one, some people will rise to the occasion because they don't like to be rejected, and two, you're leaving space for someone who's going to actually add to the community and make your business successful. And, by the way, more importantly, you're going to make an impact on them, because it's not fun to teach people who are not committed it's, actually exhausting.Julian Barnes 36:18  I know you believe in karma.Lesley Logan 36:19  I do. Julian Barnes 36:20  Right, as we sit in a room full of crystals everywhere.Lesley Logan 36:24  Some people, I'm wondering when their karma is coming. I'm just gonna say.Julian Barnes 36:28  So you have to be confident enough that the universe will present you what you need when you need it, and that confidence is really tested when you have some financial needs and the wrong client walks in. You have to be confident enough, both in your own abilities and that the universe will provide for you the right way. You have to be confident enough to say no to the wrong person, so you keep space open for the right person, as you said, and you have to be confident that the universe is going to bring that right person to you.Lesley Logan 37:12  Yes. Well, and.Julian Barnes 37:13  But it's not going to always be on your schedule.Lesley Logan 37:15  No. And that... well, that's here's the thing, we've been talking about these different leads, you actually don't get to decide when people are going to finally come in the door. So you have to make sure that whatever you're doing is making sure it's put in front of them and reminded in front of them, and they're reminded again until they're like, "Oh, I'm finally ready." We actually don't get to decide when they come in the door, but once they're there, we absolutely can say, "You're in my house, and in my house, this is how we do things," right? Like my house, you can leave your shoes on, we got a dog, he goes in and out, this is a desert, we're fine, but some people's houses, the shoes go off. I was just at a friend's house who's in the Pilates industry, and he's like, "Yeah, you take your shoes off," and we went upstairs, and he's like, "Oh, there's a deck, put these slippers on," and I'm like, "Oh my god, there's so many rules!" But guess what, it's his house. Those are the rules of participating in his world, and so I would just say it's okay to have these rules. It really helps people understand the boundaries, and it will make for better clients who are more consistent, and guess what, they will go back to the best way to get clients: refer you better clients.Julian Barnes 38:15  Great. So now, how do we keep them? How do you recommend that your clients act in such a way as to increase lifetime value? First of all, what is lifetime value? Second, why is it important? Third, how do you increase it? What is it? Why is it important? How do you increase it?Lesley Logan 38:34  So you can correct me. I'm going to do a simple lifetime value with clients: like if you have clients for two years, how much money do you often make off them? And getting an average of a lifetime value really helps you understand how many clients you really kind of need for your business to predict or project what you want to make. You want to make a million dollars for your studio, and your average lifetime client is X. Then you need 25 of those clients to get there, right? So it really helps you understand the business you're going to have. And our businesses, we have a really amazing lifetime value of a lot of our clients. It's kind of insane for our membership bases that are online, what they are, and so once we know those, it really helps us understand how much money are we going to spend marketing, right? Especially if you're an on-demand business or membership basis.Julian Barnes 39:12  How much you're willing to invest in marketing.Lesley Logan 39:14  Yes.Julian Barnes 39:14  If you know that your member is paying you 100 bucks a month, which is 1,200 bucks a year, and they have an average tenure of two years, then you know that you have about $2,400 for every client.Lesley Logan 39:27  Yeah.Julian Barnes 39:28  So now you back, that's not even that's before profit.Lesley Logan 39:30  Yep. Okay. Yep.Julian Barnes 39:32  Now you back that down and back that out and say, "Well, how much am I willing to invest by an acquisition cost? Am I willing to invest $100 to make $2,400? Sure. Am I willing to invest $2,000 to make $2,400? Not so much."Lesley Logan 39:32  There are people who will do that, and I think they're crazy.Julian Barnes 39:33  So you know that number because you want to know how much you want to invest.Lesley Logan 39:37  Yes, and it's really important, and it really does take time to get that value if you're a brand new studio. This is going to be something. Julian Barnes 40:00  6 to 18 months, minimum. Lesley Logan 40:02  So it's really important. What was the second two questions?Julian Barnes 40:06  That's what it is. How do you keep your members with you for two, three, four years? How?Lesley Logan 40:14  Okay, so first of all, this is going to sound crazy. If your value system doesn't include commitment and consistency, you've already started your business off on the wrong foot for a long-term lifetime value of a client. You have to actually have in your value of your business, "We want committed or consistent clients." What are we going to do? It's part of our value system to make sure that happens. Maybe that comes from communication, maybe that comes from transparency, maybe that comes from responsibility, maybe that comes from community, but you have to decide in your value system how you're going to get there from the get-go. Because everything in your value system dictates how you make decisions on who you hire, what services you offer, what days you're open, all that stuff, right? Second thing is, if you're not making sure your clients are consistent, if you're just letting them cancel and there's no fees, they're not committed. Guess what, they're going to eventually go somewhere else, because no one's making sure they show up.Julian Barnes 41:11  The word there you're looking for, I think, is accountable.Lesley Logan 41:14  Yes.Julian Barnes 41:15  Accountable. You have to hold your clients accountable to the prescription for the transformation that they said they want. You didn't tell them what they wanted; they told you what they wanted. You told them how to get it.Lesley Logan 41:29  Yeah, exactly. So, I think this is where people are afraid they'll lose clients if they uphold a cancellation policy. Nope, you'll lose them because you didn't. Now, you might lose them in the beginning, like, "This is too harsh." Great, this is not the studio for you. That studio on the street is in charge, go there. I don't know if you'll get your goals, but you won't be charged for not showing up here. You said you wanted to do this; I held a space for you, right? It's really important. And you'll say it in your own words, but I promise you, I promise you, I had clients when I was in LA... I taught in LA for 12 years. I was there for 14, taught 12 years in LA, and when COVID hit, I still had more than half of my clients from the first year I started teaching.Julian Barnes 42:08  How? What did you do to maintain that LTV?Lesley Logan 42:12  Aside from my boundaries, if I traveled, there was a teacher coming into their space at their exact same time, so their schedule didn't change just because my schedule changed. I think this is really important: no matter the size of your space, you've got to have backups or a backup policy in place, so that you can get sick, have to travel, or have a baby, and make sure that they're taken care of at the schedule that they committed to, because it's really hard for them to move their schedule, right? Second thing, if you're not reinstating what they're getting from you, you think that they're mind readers, they're not, right? So, you have to remind them how far they've come, how close they are to their goal. "Oh, you've hit this goal, where are we at now?" You also need to actually... they talk so much, they are nonstop, they think you're their therapist. If you're not listening to the things they're saying they're going to go do with their family, "Oh, you're going to go hike such and such volcano in Europe? Okay, we're going to add some exercises in to make sure you can do that. Oh, you want to start running a marathon? Okay, we got to do these things to help keep your hips open, otherwise your back's going to hurt." You need to hear the things that they're saying they want to do with their kids, their family. You have to insert yourself. Julian Barnes 43:15  You have to listen. I'm hearing you say, 'Listen, listen.'Lesley Logan 43:17  And what do most teachers do? This is the thing, I say this, the industry is having an amazing moment right now, but I promise you, right now, because all the teachers are focused on cues, and all the students are focused on how many people are in the class, you are going to see the pendulum swing the other way. Because people are not there for your cues; they're there for the transformation. And if you're not looking with your eyes at what their body is doing, you don't know what cue you need. You have to see what they're doing, and then give them the correction that they need in that moment. And because we have different learning styles and things like that, you can't... I'm sorry, you can't have memorized cues. You have to learn how to be present, and be present to listen to what they're saying when they're leaving. What are they saying? "Oh, you know, my sister's coming to town next week." Guess what I'm saying: "Oh, is your sister coming with you to class? Do we need to reschedule your sessions?" Because if you can start to train them, then they're never missing, they're getting the consistency. But you have to know that their goals are going to change with their life. My clients, 12 years long, I mean, it's amazing what height we got out of them, and they're older. So I think it's really important for people to actually remember that the impact you want to make is there if you listen, and they'll stay because you keep reminding them how Pilates is part of their life.Julian Barnes 44:32  And so churn, to wrap it up, LTV and churn are related. You want your LTV to be high so they stay with you for many years, and you want to reduce your churn, which is the percentage of clients or members who leave your studio. What are some of the best practices that studio owners can implement to minimize churn?Lesley Logan 44:53  So, I think this is where, if your business is based off waitlists and 12-hour things, and hoping people cancel so they will get off the waitlist, you're actually going to have churn. I actually think this is where we have to really think about who we're trying to serve and how we're serving them. And I would really make sure that your clients are able to be part of the journey of the growth of your business. They should be part of it, celebrated, reminded that they're there. They always need to have a name. Every single person, whoever you hire, no matter how big you get, if they are not saying people's first names, and also following up, "Oh, you've been gone for two weeks because of X surgery. How are you doing? Yes, we paused your membership, but..." actually check on them. "Oh, I don't want to bother them." Oh my god, they won't respond if you're bothering them! We have to actually stick around and be in people's lives, and follow up and remind them that they matter and that they're missed. And if you have any teachers who are not remembering people's names and not remembering that they've been gone, you're going to have a churn problem. I think the reason why my businesses have grown, even in coaching people, and that we have people who've been with us since day one, is because we constantly remind everybody who the OG people were. These people are here; they've been with us for the long haul. They remembered us when it was small, but they're being introduced to the new people when it's bigger, and they're feeling that they're part of a community. I think people forget that people, at the base of everything, just want to belong. And if you're not able to look them in the eye and remember their name and introduce them to somebody else, they're going to feel unseen at some point. So I really do think that churn is reduced when you see people as a human being.Julian Barnes 46:27  So, I have a bonus question for you which is, right in your wheelhouse as a veteran instructor, more like a comment for you to reply to, from the very beginning of this conversation, you haven't used this word, but it's my takeaway of what you've been saying: impact. We talk about how people want transformation. Talk about how do you convert from lead to first-time visitor? How do you convert from first-time visitor to second purchase? How do you keep them a long time? How do you minimize churn? To me, the answer is impact, and what we, at BFS, don't focus on front of house, we're not Pilates instructors, but you obviously are. And so what I like to remind people, and I'm going to ask you to elaborate, I like to remind people none of the processes, none of the systems, none of the messaging, none of the stuff matters if you're not delivering fire classes each and every time. Agree, disagree, assess?Lesley Logan 47:29  Oh, I agree. I also think it's really interesting because I come from this as a classical Pilates instructor, but I coach a lot of contemporary-based Pilates. So my fire classes on the Reformer always start with footwork and probably end with the same exercise. So, when you say fire classes, I think it's really important that I say.Julian Barnes 47:47  I want to say impact. The classes have to deliver impact.Lesley Logan 47:50  Yeah, they have to. Well, I'm saying I'm agreeing with you. I'm also saying you don't have to be someone who's recreating the wheel every time, but people have to feel so different than when they walked in the door, because if they feel the same, then they're not coming back. This is a nice hobby that they have, you fit the thing, but as soon as road construction's up or their job goes across town, you're out of it. Here's what I know about being a teacher for so long in LA: people would drive across freeways to stay with the same teacher because of the impact. Why would they do that when there's a studio... it's LA! There are, and by the way, it's LA, like New York, the best Pilates instructors in the world are in these places, and they're going across town. Why? It is because of the impact. And I think this is where people lose their confidence: they see other people doing things and go, "Oh, I should do that, too. Everyone's Reformers are beige now; I should do beige. Everything is this." No. What is it that you said you would give people, and what is it that they want? And if you can stay clear on that and keep understanding what their new wants are, you will have them for life.Julian Barnes 48:59  This goes back to something you said earlier today: take one client and give everything to, say that again, you said?Lesley Logan 49:07  Take one client and you make them obsessed with you, and then you'll have clients for life.Julian Barnes 49:11  Okay, so unpack that, because I think you're talking about how do you make them obsessed. To me, that sounds like you're saying give them 110%, teach the best class every time, you are the best.Lesley Logan 49:38  It goes back to accountability. I'm going to give 110% in every session, but you have to show up for the sessions, and it's a two-way street, I'm not in your body, right? So you got to make sure that they feel like they can trust you to tell you what's going on, but they have to show up

Mobile has spent the last decade perfecting paid acquisition, and often, paid UA comprises 99% of a mobile game's marketing budget. PC and console gaming generate tens of billions of dollars in revenue, yet most studios have never tried performance marketing once. PC and console have always played in the field of brand, festivals, press, influencers, and content creators due to a variety of reasons that we unpack in this episode. Alexandra Takei, VP of Platform Revenue at Medal, sits down with Jules Baculard, founder and CEO of AdZap, to unpack why PC performance marketing has lagged behind mobile and what it would take to build a real acquisition stack for Steam, PlayStation, and Xbox. The conversation covers the structural challenges: thin desktop inventory, cross-device attribution, Steam's limited data visibility, long purchase windows, and the uncomfortable reality that many Steam purchases are never played. Jules explains how AdZap built their performance platform using mobile ad infrastructure, Steam's companion app, landing pages, signal engineering, and retargeting to drive qualified traffic and wishlist growth. The episode also digs into real case studies across indie and Ubisoft titles, incrementality testing, CPI benchmarks, and why wishlists still matter, even if they are an imperfect KPI.For any studio trying to make every marketing dollar work harder, this is a tactical look at PC performance's next frontierWe'd also like to thank Medal.tv for making this episode possible. If you're a PC gamer and want to clip your moments or a studio, publisher, or marketer looking to reach a high-quality gaming audience and get your game in front of the right players, check out all Medal has to offer at https://grow.medal.tv.If you like the episode, please help others find us by leaving a 5-star rating or review! And if you have any comments, requests, or feedback shoot us a note at podcast@naavik.co. Watch the episode: YouTube ChannelFor more episodes and details: Podcast WebsiteFree newsletter: Naavik DigestFollow us: Twitter | LinkedIn | WebsiteSound design by Gavin Mc Cabe.

Most retention systems flag struggling students through grades and attendance. By the time those indicators fire, many students are already halfway out the door. Elvee's survey of 1,050 U.S. college students shows why: 86% start college highly motivated, 42% come close to dropping out at some point, and only 17% of those who struggle ever request help. In this episode of the Changing Higher Ed® podcast, Dr. Drumm McNaughton speaks with Raz Dar, CEO of Elvee, whose work with U.S. colleges centers on reading behavioral data for early signals of student disengagement. Drawing on his background in commercial technology, Dar explains how patterns in study time, login frequency, and forum participation reveal disengagement before exam period and before failure reaches the gradebook. He and McNaughton examine why motivated students still leave, why institutions that wait for students to ask for help miss most of the students who need it, and why intervention without follow-up monitoring routinely fails. This conversation is especially relevant for presidents, provosts, student success executives, enrollment executives, and board members looking to move retention from reactive support to proactive, early intervention. Topics Covered Why grades and attendance are lagging indicators that flag students too late What disengagement looks like in behavioral data, and why a single dip can be benign The help-seeking gap: 17% ask for help, 52% try to solve it alone first, 30% never reach out The top dropout drivers: balancing work and school (72%) and mental health or stress (71%) How the most successful institutions build a personalized bond from day one Scaling a dozen advisors across thousands of students through prioritization and automation Real-World Examples Discussed A freshman who skipped two exams under acute stress and recovered because the institution initiated contact Institutions that call students at term start to confirm they have books, Wi-Fi, and a computer Cambridge's bridge week for first-generation students and Yale's required freshman life-skills course The corporate benchmark: turnover above 10% triggers alarm in business, while higher ed absorbs far worse Three Key Takeaways for Leadership Build trust with students before they struggle; outreach in crisis only lands if a relationship already exists. Move from reactive to proactive; only 17% of struggling students will ask for help, so use behavioral signals to know when to reach out and monitor afterward to confirm the intervention worked. Make retention a strategic, measurable KPI from the top, and resource it with a real team. This episode offers a practical look at what becomes possible when institutions stop waiting for students to raise their hands and start reading the signals students are already sending. Read the transcript: https://changinghighered.com/using-ai-behavioral-signals-student-retention/ #StudentSuccess #StudentRetention #HigherEducation #HigherEducationPodcast #AIforStudentRetention

Find me on Substack, search for Bogumil Baranowski.Marion Fogli, a Swiss digital banking pioneer who co-founded Switzerland's first digital private bank, now teaches what she calls Finance Made Human, translating money into a language that real people can actually understand, use, and feel at peace with.Episode Sponsor: Fiscal AI is a modern data terminal that gives investors instant access to twenty years of financials, earnings transcripts, and extensive segment and KPI data—use my link for a two-week free trial plus 15% off: https://fiscal.ai/talkingbillions/3:02 – Growing up “rich in love, not money” — Marion's father's story shapes her definition of wealth.5:29 – Building Switzerland's first digital private bank taught her: “The math is visible, but the behavior is where everything actually happens.”8:07 – The human touch problem: digital banks see anxiety in login patterns hours before a client ever picks up the phone.13:03 – On AI and investing: technology can hand you 30 stock picks, but not the conviction to hold them.15:18 – Money scripts, explained: childhood beliefs about money live in the body, not the words — “a shallow breath, tight shoulders, a nervous laugh.”17:21 – Three questions to surface your own money script: your body's reaction, the sentence you heard most as a child, and the gap between what you say and what you do about money.20:38 – The surgeon who earned over half a million and had no idea where it went: “You have income, and you have financial peace, and they're not the same currency.”23:07 – The cash experiment: Marion paid her kids in physical cash for a month instead of transfers — they ended up saving more.27:48 – Why money is the last taboo: “It actually reveals your vulnerability.” It exposes worth, achievement, and security all at once.32:06 – Unequal help given quietly to one child can destroy a family once it surfaces after a parent's death.36:16 – The three-bucket system: Oops Fund, Projects Fund, Freedom Fund — “I called it the Oops Fund.”39:41 – “It's about giving each Franc a job so the person can finally rest.”45:41 – Financial education starts with one question: what do you want your money to do, short, medium, and long term?52:48 – Marion's definition of success: “It's not what you accumulate. It's what you can give without losing yourself.”Podcast Program – Disclosure StatementBlue Infinitas Capital, LLC is a registered investment adviser and the opinions expressed by the Firm's employees and podcast guests on this show are their own and do not reflect the opinions of Blue Infinitas Capital, LLC. All statements and opinions expressed are based upon information considered reliable although it should not be relied upon as such. Any statements or opinions are subject to change without notice.Information presented is for educational purposes only and does not intend to make an offer or solicitation for the sale or purchase of any specific securities, investments, or investment strategies. Investments involve risk and, unless otherwise stated, are not guaranteed.

Multi billion-dollar businesses, sports, health and wellness companies depend on specific KPI's to track progress and make adjustments. The Question: what does Jesus track and measure as Key Indicators of our relationship with Him?For more updates, go to ⁠⁠⁠⁠https://eden.church/fire⁠⁠⁠⁠GET CONNECTED + PRAYERNew to EDEN? We'd love to pray for you, too! Let us know at⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ https://eden.church/connect⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LEARN ABOUT EDEN CHURCHEDEN is a startup church in Silicon Valley. Learn more at⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ https://eden.church⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠FIND US ON SOCIAL MEDIAFB:⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/edenthechurch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠IG:⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/edenthechurch/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠GIVE TODAY⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://eden.church/give⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Most men are not living their lives. They are surviving them. Caught in the rat trap. Consumed by the next deal, the next KPI, the next report. And by the time they get home, the family gets the leftovers. This episode is a Sunday morning reality check — recorded on a mill-pond-still sea with 30 degrees of sun on the way — about what it actually means to build a life you wake up and like living. Inside this episode: •Why so many high-performing men are in survival mode without even realising it •The difference between a busy life and an aligned life — and how to tell which one you are living •Why I started taking Fridays off — and why it changed everything •What my five-year-old daughter taught me about how to actually live •Why an exciting life is not about jet skis and fast cars — it is about feeling connected to the direction you are going •The three things blocking you from the life you want: toxic habits, limiting beliefs, and the negative narratives you tell yourself •The architect plans exercise: how to design the life you actually want on paper •Why peace, simplicity, contentment, and calm are the four keywords I am building my life around •Why you keep reverting to the old ways — and how to stop You have time to do this. You just need to stop being just fucking busy.   Book your clarity call https://consulting.boardmanjames.com/clarity-call-booking-form

https://youtu.be/uePyn0u75sY Staff Sheehan, CEO of Project Omega, is driven by a mission to strengthen America’s energy independence and national security by rebuilding the nation’s nuclear fuel cycle and scaling a culture-first business rooted in exceptional leadership and execution. With a career spanning energy, sustainable fuels, hydrogen, and chemical physics, Staff is leading the development of technologies that transform spent nuclear fuel into long-lasting power sources while helping usher in a new era of reliable, abundant nuclear energy. We explore Staff Sheehan’s Scaling Framework — Build the Best C-Suite, Due Diligence Your Investors, Build Things, and Execute, Execute, Execute. Staff explains why exceptional leadership is the foundation of every successful company, why founders should carefully vet their investors, and why hardware startups must prioritize building real products over ambitious concepts. He also discusses how AI-driven energy demand is fueling a nuclear renaissance, why restoring the U.S. nuclear fuel cycle is essential to energy independence, and what it takes to scale both advanced nuclear technologies and a high-growth company. — Scale a Culture-First Business with Staff Sheehan  Hi, everyone. Steve Preda here with the Management Blueprint Podcast. My guest today is Staff Sheehan, the CEO of Project Omega, an advanced nuclear recycling company with a mission to rebuild America’s nuclear fuel cycle end-to-end and unlock a new era of energy abundance for the United States. Wow. What a mission. Welcome to the show, Staff.  Thanks so much for having me, Steve. Great to be here.  Wow. You really are not playing small. Rebuilding America’s nuclear fuel cycle and unlocking a new era of energy abundance. Tell me about your personal “Why.” How are you manifesting it through the business? Well, I’ve been working in the energy industry, or adjacent to the energy industry, for a long time. This is the fourth business that I’ve started. Prior to this, I was in sustainable fuels. Prior to that, I was in metals and hydrogen. Before that, I did a Ph.D. in chemical physics. And before that, I was in software, but it was in something that was energy-intensive. So I've always been focused on how we can improve the energy industry in the United States. More recently, especially, that has become more and more intertwined with national security.Share on X  So I would say that for the last 10 years, I’ve spent a lot of time focused not just on energy, but also on national security. Right at the intersection of energy and national security is the nuclear industry. Over the last year, especially since four executive orders on nuclear power were signed, I’ve been focused on the nuclear industry. This has really been the resurgence of nuclear power in the United States over the last year or so. Yeah, it’s super fascinating. So, I mean, stupid question: why is this important?  Well, now I think we’re learning—and we’re having an acute learning experience, especially in the United States—that energy is a key bottleneck. And I think the thing that woke us up to that, in a lot of ways, is AI and the need for compute. But it’s not been only AI. We’ve been exporting manufacturing. We’ve been exporting a lot of things from the United States that rely on electricity or rely on energy in one way or another. Our exporting of that has caught up to us, and we now have to reshore a lot of things that maybe in the ’80s and the ’90s we decided to export out to China, for example. Now that we’ve realized that was not the greatest idea, we now are realizing that we need the energy to power it.  And so energy has become a key talking point, and the infrastructure behind energy has become a key talking point, especially in the United States. People’s electricity prices have gone up, so it’s not just industry and not just the folks who are building AI and data centers. It’s really everybody who’s now feeling the pain of our energy crunch. It’s crunched a little bit now, and I think people see that also because of what’s going on in the Middle East and the high price of gas. But the crunch is continuing because we know we have a high energy demand for all of the AI build-out that we’ve been doing for the last handful of years. Yeah, that is so interesting. And I remember in the 1990s, there was this phenomenon that actually the energy demand was falling, at least in Europe, where I come from, and there was overcapacity, and there was approval of overbuilding capacity. And the discussion was, “Okay, why do we need this? How do we slow this down?” And now the opposite thing is happening, which is pretty fascinating.  There’s a big question as to how idle assets are used, right? Because a lot of people don’t understand how electrical grids work. Everywhere in the world, energy is pretty much generated as you use it. So the energy that we’re using to talk on this podcast is being generated, depending on where you are located in the United States. From my location, it’s probably being generated by a natural gas power plant because it’s 2:10 in the afternoon, and this is around the time when a lot of natural gas peaker plants start to get going.  Depending on where you’re calling in from, those electrons are being generated live as we’re speaking. There’s not much storage on the grid. We do have some storage on the grid. California uses pumped hydro. They’re building battery infrastructure in places like Texas, but they’re not quite there yet. Grids don’t operate by just making the energy and then using it later. No. Grids operate by putting energy into the grid as demand is increasing. So the energy that you use is being generated live. You have to think about it that way.  Historically, back in the ’80s and the ’90s, there were not a lot of sinks for that live energy that was being generated, and people were also really bad at predicting demand. Another thing that happened in the ’80s and the ’90s, as I said right before, is that we were outsourcing a lot of our manufacturing to China. So China was building energy capacity because they saw all this manufacturing demand coming in. Their cost of labor was cheaper than what you guys had in Europe and what we had in the United States.  Robotics was not a thing, so everything was pretty manual. And the energy wasn’t needed here. It was needed, but Europe and the US were outsourcing, so we didn’t have the need for the energy here because we were sending all the jobs over to the Far East. They needed the energy there, so they built a bunch of coal-fired power plants. They built a lot of energy capacity while those conversations were happening in Europe. And now I think we’ve realized that it was a mistake to outsource so many things—and, in a sense, outsource your energy generation as well.  We need to find ways of either storing energy or converting that energy and using it productively. So rather than storing it, you could convert it into chemical products. You could convert it into a variety of different things. I think we've learned a lot since the '80s and the '90s, and I think that ties into the original learning experience: don't outsource everything. You need to learn how to be self-sufficient.Share on X Yeah. Yeah, don’t outsource your key competencies and your key resources. And energy is clearly one of those. Just a quick side question: How much energy is being wasted because it’s not able to be stored?  It depends on where you are. A lot of energy gets wasted in places where you have high hydroelectric utilization. But the cost to produce it is very cheap because hydro is indirect solar. The water evaporates, comes down, and it’s very dependent on the landscape where you can deploy hydroelectric power. In other places where you have power plants that follow load, like natural gas, for example, then you’re probably not wasting quite as many electrons as you are in places where you could potentially overproduce.  But I think we’re generally pretty efficient. We don’t waste too much, and a lot of that is because of the way grids work, where we predict how much electricity is needed, and we ramp production up and down as required.  Okay. Let’s talk about frameworks that you may have in your business. This podcast is about frameworks—the processes that are maybe unique to your business or that you discovered as you were building your business. Anything come to mind that can be explained in three to five steps, or as approaches or perspectives?  Yeah, I mean, I guess the learnings that I've had over all of my businesses. I think the first learning is: hire the right people.Share on X As a CEO, you have to spend an inordinate amount of your time on hiring, recruiting, and finding the right people. It’s super important to make sure that you have the best team. So that was my number one job when I started Project Omega: to hire the best possible team that I could hire.  And that was really, like, I told my investors that your first KPI is: build the best C-suite that you can. And I think I did that. I have a really incredible team of folks at Project Omega who are subject area experts in the parts of the business that they lead, and so I’m really happy with how I did it in this business. I’ve had stumbling blocks in prior businesses, and that’s how you learn. You call them learning experiences for a reason. My biggest stumbling block in my prior company was investors.  I didn’t do proper due diligence on investors. There’s ongoing litigation that I’m a part of that has to do with investors where you may not know where their money comes from. I think the number two thing is: make sure that you do a lot of diligence on who’s backing you. Typically, investors do diligence on founders, but founders don’t do quite as much diligence on the investors. And we need to flip that narrative. It’s especially true in national security. In national security, you have to be very sensitive to foreign actors. And this, again, was the issue that I ran into in my last business.  You can’t accept money from people who have significant backing from groups that are adversarial to the United States. A lot of those groups are U.S.-based funds. They’re not foreign funds, but they just get their money from foreign sources, and you have to be very careful about that when you’re in the national security world. It may not be as important if you’re making, like, a consumer app.  But if you’re doing things in energy and you’re doing things in national security, those are places where those people could seriously cause problems for your business down the line. And it comes out years after they invest in you. It’s not like they invest in you and then middle around two days later. All of these groups, including adversaries to the United States, are playing the long game. It’s not a next-week thing. It’s a several-years-from-now thing.  Interesting. Interesting. Okay. So that’s good advice. So build the best C-suite you can, and make sure you do your due diligence on your investors. What’s the next important lesson that you learned about building a business?  Focus on execution. Execution is the challenge. I think there are a lot of businesses out there that exist on paper, and when you’re a hardware company, that’s not the way to do things. I think there are a lot of on-paper businesses that, for better or for worse, have been very successful. Some of them have had IPOs and SPACs and things like that. There are businesses that exist on paper—at least in the nuclear industry, the energy industry, and the fuels industry—that have gone very far for on-paper businesses. But I think a very large portion of those—and I haven’t done all the statistics, but I’m sure Claude or Grok or GPT could—a lot of those businesses don’t do very well because they don’t have any actual experience building things in the real world.  So I think it's extremely important to execute, to get steel in the ground, and to focus on actually building things when you're in the hardware space.Share on X Now, of course, in software, that’s a little bit different. So it depends on whether you’re running a hardware or software business. In software, you may be able to keep going for a lot longer without a product or without having things in market because you’re building something that you know is going to have a huge splash when it comes out. But that’s not necessarily the way hardware businesses are able to be put together.  So give me an example of a business that’s on paper and not in the real world. Give me a hypothetical example.  A hypothetical example would be a business that has put together a number of contracts and a number of marketing materials about what they’re going to do, but they’ve never actually gone out and done it. Whether that’s at a small scale, like the lab scale, or at a larger scale, the point is they haven’t actually built it. My business—we’re very public about this. There are photographs and things like that of our lab out there. My business is at the lab scale. We’re working on going up to the pilot scale right now.  So that’s grams and kilograms of material. We’re not recycling metric tons of nuclear material. No business is doing that in the Western world except the one in France. So no business is doing that in the United States currently. But we’re public about where we are and what scale we’re at. A lot of businesses out there say they’re going to go out and operate XYZ widget, let’s say, and get a lot of traction around that before they’ve actually operated any sort of widget. And I think hardware is different than software.  Some venture markets have learned that, and some are probably going to learn that. But it’s been my experience over the last 12 years of running hardware businesses. My prior two businesses—Catalytic Innovations and Air Company—were both hardware businesses. And before I went to college and graduate school, I was in the software world, so I’ve kind of seen it from both sides.  Yeah. That’s interesting. So I saw your LinkedIn post about these underwater unmanned vehicles—UUVs, I think you call them. Is this like an underwater drone? Yeah. So, a UUV is an unmanned underwater vehicle. If you're trying to do something underwater, like do reconnaissance or try to find out what's going on under there with your adversaryShare on X or even a neutral party using a UUV is a way to do that without putting service members in harm’s way and a way to do that in a low-cost environment. So that’s one of the major applications for UUVs. But one of the big challenges for them is: how do you power them? You could use fuel to power them, but then they could run out of fuel, and then you have a stranded asset.  You could use electricity to power them with a battery, but the battery also runs out, and once it’s gone, it’s gone. It’s very hard to recover these. You’re not going to go down to the bottom of the sea to recover your UUV. The other option is to use—and we already do this, right, with our manned underwater vehicles, or our nuclear submarines in the United States—we already use nuclear power to power those submarines. And so that’s been the way that we've historically been able to operate underwater for long periods of time, and that's the way that I think we're probably going to go for these unmanned vehicles as well.Share on X  And that’s what my business focuses on. So we not only do this for UUVs but for space applications as well as terrestrial applications by building power sources. Those power sources are made using material that we recycle from spent nuclear fuel. Those power sources are called radiovoltaics, and you could imagine them as like an AA battery that lasts 30 years. And that’s really, I would say, the next step for operational energy. So we’re focused on using those as replacements for batteries in these small applications. You could think of it as a much broader application in the future—not just operational energy for the military, but beyond that. We actually use these sorts of materials in our everyday lives.  You’re sitting in a room, I’m sitting in a room, and I’m looking up at the smoke detector in my room. You’re sitting in a room with a smoke detector in it as well, and that smoke detector has a little piece of americium-241. Americium-241 is an isotope recovered from nuclear waste. We don’t recover it in the United States because we haven’t recycled nuclear waste in probably a little north of 50 years. But you can get these isotopes from places like France, where they recycle nuclear waste today. So all of us are sitting in a room with a radioisotope-powered device. Americium-241 specifically powers the detector in your smoke detector. Americium spits out alpha particles.  Those alpha particles are little helium nuclei. They hit a detector continuously, and that generates a current. Now, if smoke goes up into your smoke detector, those alpha particles hit the smoke instead of hitting the detector, and you won’t get that same current generation in your smoke detector. So that’s how we detect smoke, and right now, nuclear waste is sitting in all of our houses, keeping us safe. But that’s not really a mainstream part of the narrative yet.  Yeah. And what about the radiation? Is it not dangerous?  No. So for americium, there are different types of radiation. Well, not all radiation is created equal. There’s alpha radiation, which is what americium-241 emits predominantly, and those are little helium nuclei. Those can’t go through a piece of paper. Alpha radiation stops very easily. Like, your skin will very easily stop alpha radiation. Beta radiation, which is different from alpha radiation, is an electron that is flung out of a nucleus. So beta radiation is also stopped relatively easily.  Like, if you ingest it, then it could cause problems, but again, your skin can stop it. Gamma radiation is the one that we’re concerned about from a health perspective. Now, gamma radiation can be used for medical treatments and is very effective when it’s used in medical treatments, like to treat cancer, but gamma radiation is generally pretty bad because it goes straight through you. Gamma rays are little photons, and they’re very high-energy photons, so they can fly through you and they can cause damage to your DNA.  A lot of the, I would say, like, negative effects of any nuclear incident are really caused by gamma radiation more than anything else. Like Chernobyl, which is the famous one, had cesium-137 polluting a lot of the countryside around Chernobyl, and cesium-137 is a very strong gamma emitter. So gamma is what we try to avoid. At Project Omega, we don’t use gamma emitters for our power sources, and so all of our power sources use the safer types of radiation. That’s fascinating. So, Staff, I’d like to switch gears here a little bit and go back to business. So what drives growth in a business like yours—or specifically, your business?  A lot of things drive growth. Our business right now works together with a lot of groups in national security.Share on X We’re driven by the growth of the United States, and we’re driven by the growth of our economy. But beyond that, the demand for nuclear electricity has been very high, and that’s driven a lot of growth for us as well. How do you generate enough electricity to power data centers and power compute? That’s a huge problem in the world right now.  A lot of people who initially invested in AI are pivoting to invest in energy, actually, because they’re realizing the bottleneck for AI is not the chips. It’s the energy that’s needed to power the chips. As people are building these new assets that require all this energy, they’re quickly realizing that nuclear is one of the best ways to fulfill all of these energy requirements. As the nuclear industry grows, we’re seeing the need to reshore and bring the nuclear fuel cycle back to the United States.  We stopped doing commercial enrichment, for example, a long time ago, and there are a lot of great companies working on commercial enrichment. We stopped doing recycling and reprocessing back in the 1970s, and we’re bringing that back. We’re one of the groups working on bringing recycling and reprocessing back to the United States in a more responsible way than we did back then because technology is undoubtedly and unarguably better today than it was in the 1960s and 1970s.  That’s fascinating. So you’re helping all these old economies, which are obviously in a new skin, recover here—manufacturing and energy. So what’s one thing that you’re trying to figure out in your business right now?  So one of the challenges that everybody in the nuclear industry faces right now is scale. There’s a whole new group of reactors called small modular reactors, and another colloquial term for those is advanced reactors. Figuring out how to scale those is one of the challenges. So we’re working right now on scale. We're focused very heavily on scaling up our process so that we're able to build these true infrastructure projects that will ensure that the United States has a domestic nuclear fuel cycle going into the future. So that's really the main focus…Share on X  Being able to not only scale our technology but also execute at the current scale that we operate. On the execution side, we work together with two really great national labs: Idaho National Laboratory and Pacific Northwest National Laboratory. Execution in the nuclear industry is historically challenging, and working together with the government and the national labs is a big value-add because those national labs have the institutional memory, and they have the experience of working with radioactive materials and nuclear materials that we’re able to piggyback off of. They also have a lot of infrastructure that we’re able to work with.  Yeah. And when you say scale, is it about scaling energy generation, energy transmission, or the manufacturing of equipment that utilizes the recovered nuclear fuel? Or is it also about scaling the organization in terms of managing the organization? All of the above. All of the above. This time last year, we were pretty much one person. Or, this time last year, we were still a concept, and we started the business in July last year. So this time last year, we were pretty much one person, and now we’re close to 20. We’ve already scaled by a lot in just the last year. But we probably need to scale by another order of magnitude by the time we get to next year. So a big part of it is managing the growth of a high-growth and rapidly moving organization.  But a big piece of it is also scaling energy in the United States—scaling transmission, scaling generation, and scaling the production of nuclear fuel. Right now, we get a lot of our nuclear fuel from overseas. Twenty percent of the United States electrical grid is nuclear. So today, we use a lot of nuclear electrons to power, as I mentioned, based on our locations, we’re probably not using too many nuclear electrons right now. Or, Steve, I don’t know where you’re calling in from.  I’m in Virginia, the capital of data centers.  I take it back. You’re actually probably using nuclear electrons as we speak. So we need to scale that generation, but we also need to scale the fuel for those reactors. The nuclear electrons that you’re using to talk with me right now are most likely coming from Russian uranium that we buy from Russia.  I think your home country and many folks in Europe have learned that relying on Russia for your energy resources is not the greatest idea. We still, to this day, rely on Russia for a lot of our commercial uranium for our commercial reactors, and that’s something that we need to change. So scaling our nuclear fuel cycle in the United States is a key aspect of what we’re doing.  So what’s really fascinating is we were on vacation in Moab, Utah, just a few weeks ago, and we noticed that there was a lot of mining of nuclear materials there. Is this something that happened in the past and essentially the industry wound down in the U.S., or is there still mining of nuclear materials here?  So there’s very little actual mining of uranium in the United States. I think something like 99% of our uranium comes from foreign sources. So there’s not a lot of uranium mining. The management of nuclear resources in the United States… There is a good amount of nuclear work that’s being done in Utah, but there are a handful of states that actually do the majority of the nuclear-material legwork. Utah is one of them, I think. Idaho is the birthplace of nuclear energy, and so Idaho is doing a lot of work on the nuclear fuel cycle and nuclear materials management.  Idaho is where all of the spent fuel from our naval fleet goes at the end of the life of aircraft carriers and submarines. That’s public knowledge. You can look it up. There’s a lot of work that’s been done to make sure all of that material is managed completely safely and very effectively. So Idaho is the birthplace of nuclear energy, and it’s also where a lot of work on the nuclear fuel cycle is happening. That’s actually the other state where we operate at Project Omega. So Idaho is, I would say, one of the leaders in the nuclear renaissance that’s happening right now.  Okay. So that’s a really good point. So you’re in Idaho. Where else are you in the United States, and what would you like our listeners to do when they hear about you? Who are the people that you would like to get in touch with you?  Well, I’m calling in from Newport, Rhode Island, right now. So Newport, Rhode Island, is our headquarters. We have a laboratory that we operate that’s down the street from here. So we have some operations in Rhode Island, and that’s our headquarters. We also have operations in Idaho, and that’s where we’re building some of our infrastructure. We have a small contingent in the DC area as well. We have other facilities as well, but we keep those confidential. Publicly, we’re headquartered in Rhode Island, and we do a lot of work in Idaho and in the DC area. That’s fascinating. So if people get interested in what you’re doing and would like to get in touch with you or learn more about Project Omega, where should they go, and where can they learn more? They would go to projectomega.com. info@projectomega.com is our main inbox. We do a pretty good job of staying up to date with it. That’s also what we use for careers and hiring. As I mentioned, hiring is one of my top jobs. So we’re always interested in finding the best candidates out there who want to revolutionize the nuclear fuel cycle in the United States. That’s fantastic. So if you’re interested in the nuclear industry, recycling nuclear fuel, and driving the UUVs of the next generation, then definitely check out the Project Omega website and reach out to Staff. And if you enjoyed this conversation, make sure you follow us and subscribe on YouTube. Stay tuned, because every week there’s an exciting entrepreneur coming on the show. Staff, thanks for coming and sharing your wisdom and unique knowledge. And thanks for listening.  Awesome. Thank you so much for having me, Steve. This was great. Important Links: Staff's LinkedIn Staff's Website Staff's email: info@projectomega.com

Christopher Oksman från Orange Juice gästar podden Framtidens E-Handel. Vi klarar upp de vanligaste missuppfattningarna kring lönsamhet i e-handel, går igenom hela resultatkedjan - från Topline och Net Sales till GP1, GP2 och GP3 - och förklarar varför ett starkt ROAS ändå kan dölja usel lönsamhet. Vi pratar om hur man bygger rätt dashboard, hur man viktar budget mellan nya och befintliga kunder, vilka hävstänger som faktiskt flyttar GP3 och varför prishöjningar ofta är den mest underskattade vägen till bättre marginal.06:09 - Bra ROAS kan ändå dölja usel lönsamhet10:14 - GM och GP - skillnaden mellan procent och kronor12:06 - P&L-vattenfallet bryts ner i GP1, GP2 och GP317:22 - Vanligaste misstaget - att jaga Topline istället för GP322:37 - AMER mäter hur effektivt nya kunder skaffas23:37 - Dashboardens viktigaste KPI:er - GP3, Net Sales och target25:07 - Så viktas budget mellan nya och befintliga kunder33:35 - Varför Year-over-Year lurar dig - forecast istället44:51 - Skicka GP2 som event till Meta och Google51:27 - Prissättning är den mäktigaste hävstången för lönsamhet63:07 - Så hittar du din optimala GP3-kurva77:55 - Mest underskattat av allt - att våga höja prisernaHär hittar du Christopher & Orange Juice:https://www.linkedin.com/in/christopher-oksman-66873389/ https://www.ohjay.co/ Sponsor Airmee:https://www.airmee.com/en/ Framtidens Berns Event:https://framtidensehandel.se/products/roast Följ Björn på LinkedIn:https://www.linkedin.com/in/bjornspenger/ Följ Framtidens E-handel på LinkedIn:https://www.linkedin.com/company/framtidens-e-handel/ Besök vår hemsida, YouTube & Instagram:https://www.framtidensehandel.se/ https://www.instagram.com/framtidens.ehandel/ https://www.youtube.com/channel/UCEYywBFgOr34TN8NtXeL5HQPoddproducent och klippare Michaela Dorch & Videoproducent Fredrik Ankarsköld:https://www.linkedin.com/in/michaela-dorch/ https://www.linkedin.com/in/ankarskold/ Tusen tack för att du lyssnar!Support till showen http://supporter.acast.com/framtidens-e-handel. Hosted on Acast. See acast.com/privacy for more information.

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The Today in Manufacturing Podcast is brought to you by the editors of Manufacturing.net and Industrial Equipment News (IEN). This episode is brought to you by Oracle NetSuite. Most organizations have more dashboards, reports, and data than ever before, yet decisions still get made on gut feel or anecdote. The gap is not data, it's action. In this practical field guide, Bernie Smith, Director of Made to Measure KPIs and KPI Academy, shares his approach to connecting KPIs to real decisions and measurable improvement. Learn how to: • Make dashboards useful instead of “wallpaper” • Choose measures people actually trust and act on • Define clear responses when a KPI moves • Design targets that encourage the right behaviors • Connect strategy, measurement, and actionDownload "Beyond the Dashboard" right now. https://www.manufacturing.net/formstack/beyond_the_dashboard?utm_source=podcast Every week, we cover the three biggest stories in manufacturing, and the implications they have on the industry moving forward. This week: U.S. Steel Commits $475M to Install New Quench & Tempering Line https://www.ien.com/22969501 U.S. Steel just announced plans to invest some $475 million for the installation of a new quench & tempering (Q&T) line at its Fairfield Tubular Operations in Alabama. 'World's First' Fusion Power Plant Given Regulatory Clearance https://www.ien.com/22969244Helion is a Washington-based fusion energy company. Last week, the company claimed to become the first company in the world to secure the regulatory licenses needed for a fusion power plant. Ford Motor Sues to Shut Down Lemon Law Fraud https://www.ien.com/22969305 Last week, Ford Motor filed a lawsuit against Quill & Arrow. The lawsuit alleges rampant lawsuit abuse. Yes, it is a lawsuit over lawsuits, but this one comes after Quill & Arrow filed thousands of Lemon Law cases every year against Ford and other automakers. In Case You Missed It LA Mayor Bass Declares Emergency to Secure Resources to Help Fight Warehouse Fire https://foodmanufacturing.com/22969301/ Authorities said the cold-storage warehouse has "85 million pounds of frozen food inside." Quantum Sensors Could Spot Hidden Damagehttps://www.ien.com/safety/article/22969249/quantum-sensors-could-spot-hidden-damage-in-the-thousands-of-structurally-deficient-us-bridgesThese sensors could help engineers pinpoint problems before they get worse. Boston Dynamics Announces $100 Million U.S. Expansion Efforthttps://www.ien.com/automation/news/22969587/boston-dynamics-announces-100-million-us-expansion-effort Boston Dynamics yesterday announced plans to transform a 323,000 square foot facility in Waltham, Massachusetts, into an advanced robotics and AI center. The company will invest $100 million in the project and anticipates creating 1,250 new jobs by 2033. Please make sure to like, subscribe and share the podcast. And to email the podcast, you can reach any of us at Jeff, Andy or David@ien.com, with “Email the Podcast” in the subject line. Subscribe to our daily and weekly newsletters. #Manufacturing #ManufacturingNews #USSteel #FusionEnergy #Ford #Industry40 #Engineering #EnergyIndustry #Infrastructure #IndustrialNews

Episode Summary: Abundance in the Startup Ecosystem with Naseem Sayani In this episode of The Founder's Sandbox, Brenda McCabe sits down with investor, ecosystem builder, and female founder advocate Naseem Sayani to explore how capital, community, and visibility can create a more abundant and equitable startup ecosystem. Naseem shares her journey from management consulting and digital innovation to venture investing, where she became increasingly aware of the disparities women founders face when raising capital. After leaving a successful consulting partnership, she dedicated her career to supporting female entrepreneurs, investing in overlooked founders, and helping reshape how venture capital recognizes opportunity. The conversation dives into practical fundraising advice for women founders, including why founders should "lead with the money, not the empathy," how gender bias shows up in investor questioning, and how pitch decks can be strategically designed to guide investor conversations. Naseem also discusses the research-backed differences between the questions male and female founders receive during fundraising and offers actionable strategies for reframing those interactions. Brenda and Naseem explore several of Naseem's current initiatives, including her podcast The Capital Flex, which amplifies real fundraising stories from women founders, and the newly launched SoCal Women's Health Collective, a community focused on advancing innovation and collaboration in women's health. The discussion also examines the future of healthcare investing, where Naseem advocates for shifting the conversation from "women's health" to precision health—a broader framework that highlights the enormous market opportunities in personalized care, diagnostics, and health solutions that have historically been overlooked. Naseem emphasizes the power of abundance over scarcity, encouraging women to share networks, knowledge, and opportunities rather than competing for limited seats at the table. She argues that true progress will come when more capital flows from traditional funding sources into diverse founder communities, creating better outcomes for investors, founders, and society alike. Captions: 00:09 All right, welcome back to the Founder's Sandbox. I'm Brenda McCabe, your host, now in this fourth season of the Founder's Sandbox. And my mission is quite simple. With the Founder's Sandbox, I have guests that are business owners, service providers, VCs, and corporate directors. 00:36 who like me want to use the power of the enterprise to make change for a better world. And with stories in the sandbox on resilience, scalability, and purpose-driven experiences of my guest, um we have an origin story and we get to really understand what's under the hood of the businesses that my guest, um our owners have. So I'm absolutely delighted to have Naseem Sayani as my guest this month. Welcome, Naseem. 01:06 Thank you. I'm so excited to be here. Yeah. So Naseem and I go back um many, many years. She touches, um checks many, many boxes. Our first encounter was while I was m leading a women's corporate, a women's investment fund. So we invested in women owned companies with a minimum 33 % equity holding of uh the woman uh founder or m C-suite. 01:34 member and Nassim at that time was within Emily Ventures. She's since moved on to other firms and we've we're she's my first port of call when there is a very talented woman founder, particularly in the life science or digital health area. So I was absolutely delighted when the same also launched her own podcast podcast. So we'll get into that in a minute. So let me just make a uh bit more proper. uh 02:04 Introduction to you, Naseem. You're an investor, ecosystem builder, and speaker, as you guys are going to see here. Currently, the operating umbrella for all of the different ventures um that Naseem is orchestrating is Game Changers, World Changers. I love the title of your umbrella. You lead, and I've seen it in real life, commitment to empowering female founders. um 02:34 Her network across the United States and elsewhere is uh has no paragon. She is amazing. She's largely focused in health tech and fintech. And there's something that you've been doing recently, which is really giving a voice to women founders and what's it like raising capital. So with that, we're going to jump into uh our podcast today, abundance in the startup ecosystem. how, why are you doing what you do today? 03:04 Tell us about your origin story. Oh goodness. Yeah. No, back in time, back in time. Back in time. You were a consultant. all. I was. Yeah, we all grew up somewhere. So I like, I like to say I'm a recovering consultant. So I spent many, many, many years in core management consulting. So really problem solving. 03:27 at various strategic levels with Fortune 100s. I was working across healthcare, financial services, consumer, little bits of energy and other things along the way. But it was really those three sectors that I spent most of my time in. And this is early, early 2000s. So digital was a thing, but it wasn't. And we had Facebook that was happening already, you know, early 2000s. But it was in 2007 that we got iPhones in our hands and something shifted. 03:56 Right? It dramatically changed what the words digital strategy might mean. And that's when I started doing very continuously, very core digital strategy work with all of those same clients. And to put this in context, they didn't know what those words meant. Those words didn't mean anything. Like, what is digital strategy? What does it mean to my business? How does it change how I organize? How does it change how I go to market? 04:26 personalization moving from a one to many advertising model to a one to one ad model. That was a, it was a whole new paradigm, right? Of how we might interact and talk to the market as a brand or as a business. And that was all of the work I was doing in mid 2000s. And so it was fascinating to be in the center of, of that much problem solving. Well, that's what it feels like now. 04:54 That's what it feels like now, but at the time we didn't know that we were on the front end of what was this massive transformation, right? We were just doing the work and having fun and a bunch of young people straight out of MBA programs, problem solving. But it was great because you learn so much so quickly when you do that kind of work. And then a couple of years into it, we realized that our clients couldn't really execute against the strategies that we had built because they don't have 05:21 product and tech and UX and UI and scrums don't mean anything. Like this language that we take for granted now was just getting established mid late 2000s. And so we launched a product studio inside of the consulting firm to help them build product and launch experiences. And we, I was living in New York at a time. We launched this product studio out of Los Angeles. And in that same window, I moved back to LA. So I ended up being the person who ran the studio. 05:51 for about two and a half, three years. And so I was doing core strategy work. I was running the product studio and for about three years, every single digital proposal for the firm went through my inbox. Oh my gosh. Globally. it was every single project, every single client, we were tacking on the studio effort onto the back of that proposal. And so I didn't sleep for three years. I worked harder than I've ever worked in those three years. 06:20 But it was tremendous because I got to see so many different things so quickly. And we built a really great studio team. We were doing really great work in that team. And then the firm that I was at got acquired. There was lots of transformation things that happened. And then that product studio went and got acquired by a different management consulting firm and grew up into a full venture incubator. So the products we were building 06:47 ultimately needed different governance, different KPIs, different growth models, different leadership than what the corporate owner was able to do. So now we were, it was a different business. was a spin out turned into a spin out. So the value proposition turned into, we're not just building products. We're actually helping you build the startup that would otherwise put you out of business. That became the thing that we were doing. So now, now we're building startups and we're doing it at scale and we're doing with our clients and we're doing it. Now it's early. 07:17 2010s, 2011, 2012, and we're building startups and in parallel, right? Things like Uber and other things are happening in parallel and we're watching all kinds of change happen in how we engage and what kind of tools we're using across the marketplaces and what's broadly from a digital perspective. And it was great. I got to learn a lot really, really quickly. But in these... 07:43 Rooms right and you can imagine because you've been in these rooms also uh There's not enough women. There's not enough diversity We're building great product, but we don't really cover all the use cases because we're missing women and because we're missing diversity and so I was in parallel trying to meet as much of the I was trying to more founders I wanted to just see what else was out there. So I gravitated towards a lot of the the events that had more women and I was also 08:12 I'd led the diversity efforts inside of the incubator. was always protecting the careers of the women behind me. I held the diversity flag. I was one of three female partners in the incubator of like 50, right? So we were already standing on top of a pretty, on top of pretty small The token women, right? Right, right, exactly. So I was meeting a lot of women outside the building and building great products, building incredible businesses, but like, 08:41 fighting to the nail to raise capital for the companies that they're building. Meanwhile, my day job has capital. We're pouring money into building startups, but I'm surrounded by men all day. So this contrast between my day job and the struggle of what was happening for the female founders outside of the building, this contrast became... just this cognitive dissonance was too much. 09:09 stick too much to handle, right? It just doesn't work. And so I ultimately decided that I had to shift all of my energy, all of my focus. I know how to do things. I know how to build businesses. I know how to think strategically. I know how to problem solve. I can look at a market and hopefully figure it out. So let me just redirect all the energy to actually helping the whole other half of the ecosystem raise some capital and move some money and build some businesses because the boys have all the help that they need, right? 09:39 But the women don't. You left a partner position. I did. Yeah. No, my husband is super excited about that. I left my partner job at the consultancy to go full venture and decide to move some capital. Absolutely. And I started investing. This was 2019-ish and started writing some angel checks, larger angel checks, got deeper in the ecosystem. It was in that window that I met the two women. 10:08 that I launched Emmeline Ventures with. We raised about six and a half, seven million seats, stage focus, healthcare, fintech, sustainability, wrote some fantastic checks. I got some great capital out the door. And then I jumped, as you mentioned, to go do a whole host of other things. Now much more embedded, almost an ecosystem level, so more horizontal than just the vertical of the fund. And it's been great. It's, it's... 10:35 serendipitous that I got involved in the ecosystem in a moment where the female founder ecosystem was growing up the way that it was the women's health ecosystem was growing up the way that it was. And so the notion that I'm a pioneer comes up a lot because people like you've been in this for a while. Like you, you were one of the few people who built this thing. uh 10:57 But it doesn't feel that way to me. But there's a few of us who have been here since the beginning, really crafting this. And so it's really kind of fun to have been in it since the beginning, it feels like. So one of the things that we did with you uh from Ty last year is you did a master class with a cohort of women-owned businesses on how to pitch. Oh, yeah. And granted, I don't want to steal your thunder. 11:27 You're tagline with this, but we go into a room with VC, Rangel Investors. It's largely male. So what are your two or three core messages from that training? I used to it a lot. I attribute it to Naseem Sayani, but it is when women hear this, they're like, oh, I've got to go back and redo my text. 11:54 Yes. Yeah. So there's a couple of things I tell that I coach, I should say, female founders on all the time. One is you need to lead with the money and not the empathy. What we have been conditioned to do as women, and it's not conditioned, it actually comes from a lot of where our core empathy and how women move in the world is. We lead with the emotion. It's how we engage, it's how we build relationships. 12:21 But when you are in a money driven ecosystem, such as venture, you cannot lead with empathy. You have to lead with money. You have to tell me and tell who you're talking to how much this thing is worth. And you have to tell them that quickly. What typically happens with a pitch deck from a female founder is that there are four or five pages on pain. 12:46 pain and stress and how hard it is and just all this stuff that is so, so hard and you don't get to the size of the market until page seven. And that's too far, right? Because by then the people are bored and they don't care. you have do it in a page. Fine. But it's not five pages. Pull the market up sooner. Talk about the size of the opportunity sooner. I don't want any personal stories at the front of that deck. 13:14 The place where I want you to put the personal story is in how you're going to win. Because if you understand the market so closely and this pain point so closely because it happened to you, that is why your hustle is so much stronger. That's why you're after it so much more that your founder market fit comes from that. So put it there. Don't put it into product market fit. That's the wrong place. Right. Founder market fit. 13:42 Put it into founder market fit because that's the reason you're going to win is because you care about it in a way that other people don't care about it. So it's in the wrong place in the story. So put the empathy in the appendix. Nobody cares. I love you, but nobody cares. Lead with the money. That's point number one. Point number two is that there is data. It is validated that women get different questions in pitch meetings than men do. Yes. Harvard research. 14:08 Harvard research proves it. Two out of every three questions that a male founder gets will be about growth and vision and opportunity and how big this market can be. Two out of three questions that a woman gets will be risk related. So, oh my gosh, that CAC number is so high. And oh my goodness, what if you can't find the customers? And oh my goodness, what if somebody else does this? It is prevention. Yeah, it is prevention minded questions. Men get promotion minded questions. And if you're not... 14:37 prepared for that. You will be on the defense of the entire time in that meeting. So you have to practice. You have to spend a weekend with your camuja or your glass of wine or whatever it is and write down all of the prevention questions you might get on your deck, whether it's a main page or a footnote or something on the bottom of page 10. Write down everything. Be horribly brutal. 15:03 and then let it sit for a day, come back and write down your answers. And your intention with the answers is not to answer the question, but to flip that question into a promotion-based response. Excellent. Shift the power dynamic back. As an example, you have a revenue page that has the chart, revenue goes up from zero, year one to year five, and then you've got three bullets, you've got three data points on the right-hand side. Everyone should have a page that looks like this. You've got CAC, you've got AOV, you might have LTV as well. 15:33 More than likely, as a female founder, they're going to ask you about CAC. They're say, oh my God, CAC is $28. That's so high. How are you going to manage that? A male founder is going to get a question on AOV. AOV is $1,200. That's incredible. Can it get to $1,500? That's the difference in the questions. If you get that CAC question, your natural response might be, yeah, it's $28. We're going to work on it. We're going to run some tests. We really think we can get it to $25. 16:03 That might be how we naturally respond. What you should say is, it's $28, but our AOV is $1,200. So we actually think it's performing pretty well. 16:16 Very, very convincing. And that's it. Yes. Yeah. You don't respond to the defensiveness. You redirect them to the data point that actually matters. And you take back the power in that conversation. And it may also be that you have to reformat your deck. Yes. Yes. Yes. 100%. Yeah. So that's the third. That's the third thing is that your deck is a strategic asset. 16:44 Okay. And you should be very thoughtful about what you put in the deck so that you are teeing up the questions that you want to answer. Okay. There's a thing is too much information and there's a thing is too little information. The line in the middle is that if you're putting data on that same page on the right hand side, yes, put AOV at the top, put LTV next, put CAC at the bottom. Don't put CAC at the top because everyone's going look on the top right. It's natural. 17:14 Eyelines go to the top right of a page. Don't put CAC at the top. Put AOV at the top. Is that the biggest number? Put that one at the top. Be very deliberate about where you put data on the page so that you can tee up the questions that you want to get. You can bait the document with the things that you want to answer and set up the conversation that you want to have at least halfway. Right. It takes practice though. It takes practice. It takes practice. Yes. 17:42 And where are you now dedicating a lot of your uh time? We are fellow podcasters. And I know it was some time in the making. So you launched, was it six months ago, the Capital Flex podcast? Yes. Yes. And this is where you hear real stories, right? So to share a bit with my little. Yeah, absolutely. So I launched. 18:08 I launched the Capital Flex in January. I've been working on it since mid last year. It's been living on a post-it on my desk for the last two years, maybe more. So I get a lot of inbound from founders on the crazy things that happen when they're fundraising. A weird conversation, uh a offhand comment, an unfortunate behavior. Just the things that we know happen to women when they're out fundraising. 18:37 So I do a lot of, call myself, I've become this like de facto therapist for the female founder side of the ecosystem. And so I've been making notes on just the crazy that happens. And what I started, what happens is that there's founder, founder in New York and founder in California who are dealing with the same problem, but they don't know each other. So I'm, I'm sharing information across these two women when they should just know each other. So I'll bridge the connect, but you can't, I can't scale that. 19:04 quickly, right? And so instead I said, what if we just talked about it out loud on a podcast and just shared the stories and made it real and not just stories for the sake of, you know, kind of the victim hood that might come with that. That's not the intent. That's not my stance in any case, but I want to share the story so that we know that they're real. And then I want to share the learnings from that experience so that when another founder listens to any one of these episodes, you go, Oh my God, 19:34 Yes, that happens to maybe that's happened to me too. So I'm not alone. It's not just me and it's not personal and three That's a great way to deal with it because that founder dealt with it that way. Maybe I can do that too So it's really the toolkit that comes out of each episode. That was that was the end game And so episode, uh, sorry season one has just wrapped about a week ago 12 20:00 Great conversations, 12 fantastic founders. Each story is just tremendous. You learn a lot. They're very candid. It's very raw. And it's great. it's on Spotify and everywhere you can find it. called the Capital Flex. Everyone should go listen. It's tremendous. And then season two is going to drop in just a few weeks. And we've got another slate of 12 great founders. And we're running. Yeah, that's great. um 20:26 the impulse to actually launch a podcast, and the scene, if I hear you correctly, is you really wanted to amplify and scale these lessons that and experiences that other women founders have lived in their own skin. Yes. And not so much. It's not in a private way, but you really what do you think you're going to get out of this in terms of effectuating change in how people write checks? 20:55 It's visibility on really what's different about the rooms that women walk into versus the rooms that men walk into. It's awareness and accountability on behavior. Because if we know what's happening and we see it happen, we can call it out. Because now there's proof, right? And we go, oh, it's not her being sensitive. These things are really happening. 21:23 And then three, there's a pattern recognition problem in the ecosystem. And there's been so much money has moved in certain ways. there's indicators of success that a lot of the money moves on. But a lot of that is based on a very historical founder profile. And that profile doesn't include women. And it doesn't include people of color. And those levers of success look different in women. And they look different. 21:53 in founders of color. And unless we are understanding the impact of not seeing that we're never going to move capital in bigger ways. And ultimately we're just missing huge opportunities. We are missing massive opportunities spaces because we, our pattern recognition is stopping us from writing checks into spaces that we don't know enough about. So if you were to pitch yourself, right? Or, um, 22:22 game changers, world changers in front of investors. What would be your top line? Do you want to effectuate change over x million of women founders? Are you going international? mean, do a pitch here if you want. I don't know if I'll do that, but I can. So what would be your key guys, right? And yeah, yes. Yeah. So it's how much capital do we shift from? 22:51 from kind of the core buckets, the capital goes to, to founders that they haven't written checks before. Okay. That's, and so that's a big one. Uh, and, and how that, and what's the profile of the check writer? Because we have, there's been a increase in women who run funds in the last 10 years. So there's a lot more diversity in who's running funds, which is great. There's also a lot more diversity in who's building companies. So there's a lot more women, a lot more people of color. 23:20 building companies, but the bulk of the money is still sitting in traditional hands going to traditional profiles of builders. I want both of those things to move. So if we have better awareness of who's building and how they're building and what they look like and how they move in rooms and how they might show up in rooms, then the people writing the profile of who writes the check should also shift, right? It's not just women who should be writing checks to women. Men should be writing checks to women as well. 23:50 So how do we cross the social and gender circles better? capturing that metric, like that's the KPI that I want, is how much capital is going from male-led funds into female-founded teams. That's the metric that I want to be able to track. Because right now what's happening is that all the women-led and diverse funds are who's funding the women-led and diverse founded companies. Say that again. 24:19 for my listeners, because this is important. Women-led and diverse-led funds are the bulk of the money that's funding women-led and diverse founded companies. 24:30 And that cannot persist because we need big capital to go into these companies because they are building fantastic game changing businesses and everybody should make money from what they're doing. And they're going to hit a series a, a series B, a series C, and they're going to need bigger checks. You heard it here on the founder sandbox. Let's, let's, let's change to sectors. largely health tech, fintech. 24:59 Where do you see um greater, where are you focusing your initiatives in terms of um getting more check writers, right? uh Into the ecosystem and where have there been the greatest deficiency in, you you talk about these big product or these sectors, right? That have not addressed women's needs. So, so the answer is the same for both of those. I'm, I'm calling. 25:27 This will come out. This is a semantic problem, but I'm causing I'm calling it precision health. This is a place where I'm spending where I'm spending all of my time where I want to be investing in where the biggest opportunity is is our ability to leverage precision health. This is insight driven health care, whether it's in care delivery, whether it's in diagnostics, whether it's in understanding cancer, whether it's in 25:56 delivering smarter insights based on the type of human we're talking to, that is where we're going to change the game in healthcare. And that's where I want more capital to go and where it should go. Now, we've historically called this women's health, right? You've flipped the term use. So we've called this women's health for a long time. We're still calling it women's health. The problem that we've now uncovered is 26:24 Women's health carries stigma. The language carries stigma. You hear women's health and still I'll have people that say, oh my gosh, no, yeah, we've one or two things. We've made our women's health investment this year. Check the box. We're good. Yeah. Or they'll say, oh, but it's, it's, it's just so niche. We're half of the population. Yeah. Half of the population is not niche. just, I can't even, I have to just look at them and say I'm half the population. 26:55 And then the third thing you'll hear is, there just haven't, we just haven't seen the exit. So we're just not sure that the value is there. And so on the third one, have my, I hope there's two responses. One is, you know, when Google and Facebook and Amazon came to market and we're raising capital, there were no exits for search and e-commerce and social. No, we didn't know what it was. These things were brand new. 27:22 The reason the money went there was because there were behaviors and there was demand and there was money that was moving towards these categories. That was the reason we invested was there was a behavior trend that was shifting. There was a market trend that was shifting. There was something we were after because there was going there was a value pool that we could get after. That's why the money moved. This is what's happening with women's health right now. There is demand. There's behavior. There's money moving there right now. Menopause is a 60 billion dollar category. 27:52 When it comes down to it, women will spend money on their health care and they'll do it out of pocket. They're doing it right now. Right. We have no interest in our grandma's health care. We're absolutely going to go get what we need to solve for the hot flashes and the brain fog and whatever it is. And that's we have the proof now. Now, in January of this year, 2026 at JPMorgan, there was a report that was launched. There's a fantastic team that spent the last year doing the work to reanalyze all of the health care exits for the last 20 years. 28:21 The report is called follow the exits. Okay. And what they did was reclassify all of the exits in healthcare for the last 20 years into three different buckets, assuming that they qualified. If those exits were aligned to conditions that exclusively differently or disproportionately affected women, they bucketed them that way to recast the exits against conditions that affected women. When they're not 28:50 They weren't talked about that way in the market already. But when they did that, they were able to quantify $100 billion of returns that have already made its way back to investors from exits related to companies that built and exited because they were in conditions that exclusively, differently, or disproportionately affected women. 29:13 So people have made money from women's health already. But we don't know how to talk about it. They weren't calling it women's health. They were calling it diagnostics in oncology. It didn't matter that it was breast cancer. It was diagnostics and oncology. So this is why the semantics problem has to get solved and addressed is that when we call it women's health, we're trying to prove a horizontal over and over again, or saying people to believe in this horizontal that has value. And it's not. 29:43 semantics aren't landing. What has been working is just the proof of value in cardiology or in cardiovascular or an autoimmune or in diagnostics where you go, there's money there. Let's go invest because there's money there. And that's the shift that we have to have. And this is why precision health is how I'm phrasing it now is that we need to get after precision health because if I can prove value in precision health because I can solve for cardiovascular disease. 30:11 for women differently than men and there's value in that and I can deliver better services, better care. I can access reimbursement codes. I can do all of these things differently because I understand what a heart attack looks like in a man versus the woman. And that means that they'll end up at their doctor's office and not in the ER, which is more expensive. That's a place we can invest. it's a semantic change, but that's why I'm now calling it precision. I hope it doesn't. 30:38 take another 20 years after the... I don't think it will. I think there's more and more of us talking about it now and actively talking about the semantics differently. And from this Follow the Exits report, what I'm working on, and this is through my role at Women's Health Access Matters with WAM, is that we're taking the data from that report and we're creating assets that founders can use in their pitch decks to actually showcase the exits that line up with the category that they're in. Amazing. 31:07 So here's the market. Here's three exits. I'm good. I have proof. Yeah. So I think we can get there faster. Excellent. So that's a great segue um to yet another initiative that um is near and dear to your heart, which is it's still in a seed stage. Talk to us about the SoCal Women's Collector. Oh, yeah. Yeah. This is brand new. Me and five other fantastic women here in Southern California. 31:37 decided that we wanted to better connect the ecosystem here in SoCal. So from LA to Orange County to San Diego, there are fragmented groups of wonderful humans, all building, researching, investing, et cetera, into women's health, whether they are at universities or at accelerators or independently investing or they're founders, et cetera. So we launched what's called the SoCal Women's Health Collective. 32:04 And we are actively focused on connecting community. So it's budding, it's growing. We're organizing and still setting full strategy. But at the very least, we are bringing people together at events. We're hosting virtual and live events, whether it's happy hours or panels. We're doing things virtually where we're doing coaching sessions with founders. And we're building a mailing list so that we can get this community connected and talking to each other and at least know who else 32:33 is in Southern California touching this category and building in this category. And it's been really incredible because we were just sitting around dinner one night going, my God, couldn't we do this? And now we have a mailing list that's more than 500 people long. And we meet people everywhere that want to be part of it, want to join, want to come to events. And it's really grown. And we're only within a year. It's really only 10 or 11 months old. 33:00 But it's really taken off. It's great. So we can do a lot with it. I love it. And are you at all working with, is it GLG or the Women's Collective? It's an advocacy group in Washington, DC. Yes, the policy group. Yes, the policy group. Yes. So there's a parallel group called Women's Held Advocates, which is the policy and lobbying organization that's focused in Washington. 33:29 that is entirely organized around uh supporting policy initiatives focused on women's health. So across breast cancer, menopause, we now have recently added bone health, fertility, et cetera. We have sub teams under the women's health advocates umbrella that are focused on policy initiatives to get budget lines or policy lines into different things in Congress to make sure there's a tension on women's health across, again, aligned by conditions. 33:58 so that we can get things done in Congress. So, Women's Health Collective and Women's Health Advocates, at least in SoCal, there's high overlap in the leadership across these two groups. So, we can do a lot of good things together because the women on the steering committee for Women's Health Advocates who are in LA are the same women who launched the SoCal Women's Health Collective. It's symbiotic uh and I've attended... 34:26 sessions with both groups and it's a very exciting moment. It's there's bipartisan bills going to Congress on just why are knee replacements for men being birthed at a higher rate than for women? We all have the same. So it's like really just providing the transparency. pulled that thread. It's a whole different podcast. I know. know. know. So anyway, so you heard it here. 34:55 What else? I could go on and on, Naseem, but we have a certain time here. And I just wanted to give you this moment to share with my listeners how to contact you, how to get involved in your multiple initiatives. These will be in the show notes. 35:16 Yeah, no, absolutely. So I love that the so find the podcast. It's on Spotify and Apple and all the places where you listen to your podcast. It's called the Capital Flex. So all the subscribers would be amazing. Come and listen. I love feedback. Tell me what you think. Season two will drop on May 6th and season one is tremendous. So start from the top. The second thing is I also host something called a Founders Coven, which is a monthly meetup for female founders. And it's a virtual session. It's an hour. 35:45 uh once a month and the entire intent is to infuse expertise, insight, education into the female founder half of the ecosystem. So we've had three sessions so far and I was doing these in a previous life and I've now rebooted it this year. We've talked about vibe coding. We've talked about healthcare reimbursement. uh Our next session is in two weeks. We have a exited founder coming to talk about how she built her business and then led to the exit. So 36:12 You can join the coven. It's on my LinkedIn. You can find the sign up sheet so you can join the coven and join us when you can each month. And then I also I do a lot. I'm very active on LinkedIn. I'm always writing and posting. I'm speaking at lots of events so you can find me out in the wild pretty easily also because I tend to be around a lot. So that's the easiest. as a pioneer, this is a question that just came to my mind. You were so in the early stages of social media, right? um 36:42 Would you dare to give an opinion on what is the best type of platform to get your voice out there as a, as a leader, a change leader like you, is it LinkedIn? Is it how it. I believe it's LinkedIn. I tell a lot of founders this, that if you want to build credibility and thought leadership in parallel to building your company, start to build a platform on LinkedIn. Got it. Build a point of view. 37:13 have a point of view on what the future looks like when your company wins and start to talk about it. And it doesn't have to be long. It's a couple of it's like blog posts type things and use headlines, right? Use what's going on in the news and in healthcare to express a point of view and to talk about what it means and what are the implications and what are the so what's of what's going on and how does that tie back to what you're building and why you're building it? Because when investors go out to research a company and to research the founder, 37:40 If they, will look at your data room with a look at financials, a look at what you're building. All of that has to be up to snuff. And then they're going to go research the founder. And if they go on LinkedIn and they see that you're writing and publishing and that you've built an audience and that you're somewhat prolific in terms of communicating a point of view, those things are important. They pay off, right? You go, well, she, she's talking about what she wants and she has a perspective that's valuable because it means that you're really committed to the thing that you're after. And 38:09 And women don't spend enough time building platforms. We don't spend enough time standing on soap boxes talking about the things we care about. And we should be doing it more. And all of your friends should like comment and share every single thing that you post. And so I also tell everyone once you share it, send it to all your friends and tell them they have to comment and post on it. We have to keep building the flywheel. A flywheel. You heard it here on the Founder's Sand. 38:38 All right, we're going to go to the sandbox. I like to close out asking my guests, um what is the meaning to you for the following three terms, which I am passionate about and how I work with my founder clients. What does scalability mean to you? Oh, scalability means an ability to grow and navigate the market. 39:03 in line with market trends and market behaviors. knowing, having a good perspective on what's going on, dynamics in the sector that you're in, and having built enough mobility in how you navigate your organization so that you can turn left, turn right, etc. in line with what's going on outside the business. That's scalability. Perfect. How about resilience? 39:32 Resilience. one is it's that. So one, it's a necessary skill. We'll start there. And two, it's an ability to take in what's going on in the market, not take it personally, reflect and keep going. uh Feedback can come from everywhere. A lot of it from places that maybe aren't relevant and not that useful. So knowing how to filter and listen and then really be able to be open minded and take the good feedback when you get it. 40:02 And I had one founder on my podcast say that she spent a lot of time on the floor while she was fundraising, like curled up in a ball because it was so hard. But she got up again every single time and she raised the capital and she built a business and she can use to do that. And that's resilience. Right. I'm after something big and it matters. So I'm going to get it done. Amazing. Amazing. And I heard you when we were talking about the subtitle for the episode. uh 40:32 Abundance. What's abundant? Why is abundance so important for you? Abundance is really important for me because we have been, we women have been conditioned so badly in scarcity where there's not enough. There's only one, only one of us can win. We can't all win. And so we don't share our networks easily. We don't share our relationship easily. We, we feel like we have to keep things really close because if I share it, then I lose it. 41:02 It's a mentality I hear em from founders and it's a bit generational as well. And I don't want us to do that. I have found more than once that the more I put into the ecosystem, the more I get back. Comes back to me in spades. so opening up our networks, sharing what we know, being open about the learnings, pulling everyone forward with us. All of that is going to... 41:29 it's going to benefit all ships rise. it's how our male counterparts have been doing it for years. The golf course is the golf course for a reason. Right. And so we don't have a golf course, but we do have our networks and we do have our relationships and women are very innate relationship builders. It is superpower territory and we should be using it. And that means abundance. That means not worrying about 41:57 being the only one because you know what? We're building our own tables and we're pulling up more chairs and that's how we're gonna get this done. I love it. have goosebumps just listening to this last part about bandits. Thank you, Naseem. Final question. What does purpose, purpose driven mean to you? No, purpose driven means that 42:21 your the things you are doing and the things that bring you joy are lined up. Amazing. Yeah. And you can make money from it. Yeah. Without the joy, right? Yeah. Make money better. Yeah. Final question to Jeff on here in the sandbox. This was great. Yes. Thank you. Amazing. I really enjoyed listening. Just I enjoy our friendship, our working together on 42:50 Common theme, which is getting more money into the female. This is 100%. Yep. So to my listeners, if you like this episode with the same, so Yanny sign up for the monthly release of the founder sandbox, you can find it on any major streaming platform. You've got to find founders, business owners, corporate directors and service providers that are building resilience, scalable and purpose driven companies with great corporate. 43:19 uh governance. So thank you for joining us today and see you next month. Thank you.

What if better management starts with seeing connections that were there all along? In this conversation, Balaji Reddie and Andrew Stotz unpack one of the most powerful and overlooked ideas in management: that everything is connected. Drawing on Dr. W. Edwards Deming's systems thinking, he explains why the problems we face today were set in motion long before we noticed them, and why the solutions are rarely where we think to look.    Along the way, a cup of coffee becomes a window into five years of invisible effort, hydrogen and oxygen defy everything we'd expect, and a classroom game reveals that cooperation isn't a soft ideal — it might just be human nature. Whether you run a team of two or a global organization, this episode will quietly shift the way you read a situation, ask a question, or respond to a problem. TRANSCRIPT 0:00:02.2 Andrew Stotz: My name is Andrew Stotz, and I'll be your host as we dive deeper into the teachings of Dr. W. Edwards Deming. Today, I'm continuing my discussions with Balaji Reddie, an educator and trainer in the teachings of Dr. Deming and quality management generally. The topic for today is connectedness, which will help you see things you normally would not see. Balaji, how are you?   0:00:30.7 Balaji Reddie: I'm good, I'm fine.   0:00:32.5 Andrew Stotz: Nice to connect with you.   0:00:34.1 Balaji Reddie: Yes, same here.   0:00:35.3 Andrew Stotz: Connectedness day.   0:00:36.5 Balaji Reddie: Yeah, connectedness, absolutely. Yeah, we chose this term very carefully, right?   0:00:42.6 Andrew Stotz: I suspect you have, given your precision.   [laughter]   0:00:47.4 Balaji Reddie: Yeah, to see things that you normally would not see, let me attribute this to Henry Neave, who said that he heard Deming say this during his last three or four seminars in England, right? In Britain rather. Yeah, I think it was mostly in England. And he said, when he heard him say that, he said, "I am not here to teach you anything new. I'm here to make you see things that you normally would not see." And I would like to just expand on that and say when you see things differently, obviously, you observe, you record different things. And when you record different things, you ask different questions. When you ask different questions, you get different answers. And when you get different answers, you draw different conclusions. When you draw different conclusions, you take different decisions. And when you take different decisions, you get different results. It's insanity to expect different results by asking the same questions every single time. So management is not so much about giving the right answers as much as it is about asking the correct questions. And I think Dr. Deming helps you do that. He helps you ask the correct questions.   0:02:02.2 Balaji Reddie: Now coming to the word connectedness. We spoke about the System of Profound Knowledge, a unified theory of leadership and management, where Dr. Deming brings together four sciences. And the first one he says about systems thinking, or what he called as appreciation for a system, appreciation for a fact that everything is systemic. There's nothing that happens in isolation, right? And the second one, of course, he said was understanding variation, then understanding theory of knowledge and understanding psychology. But he said, all four are equally important, et cetera. And then comes the, I won't say contradictory, but a chapter before Profound Knowledge on systems especially. So that's where I decided to use the word connectedness, that all these are connected. What did he mean by that? So I believe he wanted people to learn about connectedness and systems first.   0:03:01.6 Balaji Reddie: So let's dive right there. What did he always say about systems, or connectedness as we say here? And let's get into his definition for system. And he says that "a system is a network," right, "of interdependent components that work together to achieve the aim of the system." And then he says "every system must have an aim. Without an aim, there is no system." And very well articulated throughout this book which he wrote, he always began with aim of the chapter. Even in Out of the Crisis, he always started with aim of a chapter. So network of interdependent components. So let's just break it down, because the three important words are network, interdependent, and aim. And he says aim comes first because without the aim, there is no system.   0:04:00.6 Balaji Reddie: Right. And he goes on to tell us what the aim of a system should be. Okay. He says here that the recommended aim should be for everybody to gain. Now, in one of the paragraphs there, management's job, where he says should be to make it clear, the first step is clarification. Everyone in the organization must understand the aim and how to direct their efforts towards the aim, right? And everyone must understand, okay, this is important. The danger and loss to the whole organization from a team that seeks to become a selfish, independent profit center. Right. So he says here we need to give both, why we need to do what we need to do. And he says the aim precedes the system. Now, I would like to leave this discussion right here. We will cover this in our 14 Points, our session on the 14 Points, because I believe the word aim and purpose are, they go hand in hand. Aim gives us a direction and purpose gives us the reason why we exist, right? And so the direction of all the efforts, you can see the development. He says here, he gives some examples that the system must create something of value. In other words, results. The intended results along with consideration of recipients and of cost mold the aim of the system. So he said it should be something that makes life better for everyone.   0:05:39.8 Balaji Reddie: Now, he was talking about a man-made system here. Remember, he wrote this for organizations, but I think I mentioned this before that this can equally be applied to natural systems, if you want to really study them in detail. I remember talking to Barbara Lawton about this, and I said, "Natural systems, they do have an aim. It's just that we've not understood it." The purpose and aim of, in fact, that was the basis for my paper, which I delivered at the Deming Research Seminar in 2002. And the title of my paper was Deming and Ecology. And I was trying to put together the thoughts of the physicist Fritjof Capra, who wrote some wonderful books like The Tao of Physics, The Turning Point, The Web of Life, and The Hidden Connections. And The Systems View of Life is also one of the sub-books or booklets that he came out with. But these were his wonderful books. At the time, he had not yet written The Hidden Connections, right? So based on his three books that I had read up until then, of course, one was called Uncommon Wisdom, where he reproduced some of the interviews he had with some systems thinkers in the world, including people not from conventional systems thinking. For example, he also reproduced his interaction with the then Prime Minister or the ex-Prime Minister of India, Mrs. Indira Gandhi, and how he spent time with her, because he was over here in India for quite some time studying the language Sanskrit and studying the texts over here, because he learned about systems thinking even deeper.   0:07:25.1 Balaji Reddie: So over there, he wanted to, he raised a question, what is the purpose? So I wanted to use Dr. Deming's theories to understand the purpose of a natural system and what is the purpose of man [laughter] in this natural system. So that was my theory. And that's when this aim thing became more and more clear. And Barbara said, "No, you're right. There is an aim. It's just that we're trying to understand it. Without that, you won't have the system working so beautifully. There is something that is at work." Right. And he says here, management of a system. And then he says that a system includes the future. And now here's where, when you talk about system includes the future, he mentions Peter Senge in his book, if you know about The Fifth Discipline: The Art and Practice of the Learning Organization. And that's where this fantastic statement comes in because he says delayed effects. So although, Deming never used these words directly, but here I am putting among the first principles of systems thinking is that cause and effect are not closely related in time or space. Right. And that gives a lot of frightening conclusions, or inferences that you can draw from this. If I say that, by the way, that cause and effect are not closely related in time or space, and if I ask you what you understand by this statement, your first knee-jerk reaction would be what I do today, the consequences would be felt in another time at another place. Absolutely right. That's exactly what this means. But the converse is also true. What we get to see in front of our eyes, the origins are at another time and another place.   0:09:15.9 Balaji Reddie: So we only see the event, but systems thinking teaches us there are no events in this world. There are only eventualities. Now, this comes into play when you start doing a study, typically when people learn about quality, and then the first thing they learn is to, okay, identify a problem and try to solve it, right? And then they start asking the question, "Why did this happen?" And then you draw a fishbone diagram, which is, you know, one of the most popular tools. But the problem there is you need to arrange the causes logically and not categorically. And you also need to take into account that these causes are also related to each other. You can't isolate them. And the fact that, there could be an element of time over here, right, that this is a delayed effect that you're seeing. So the effect comes much later. And sometimes it could be weeks and months. So you have to take that into account, right? So the cause and effect are not true, which means then the next corollary from this statement is that seemingly disconnected events turn out to be connected. And so when you are studying something that's happening in front of your eyes, very quickly you ask the question, "What else happened a month ago, a week ago, that we seem to have missed? Are we missing something here?" So that's one of those things that we need to get into, right? We need to go backwards in time and not look at the localized stuff here. We need to look in space all around and try to figure out where and how we need to change things.   0:11:06.1 Andrew Stotz: It's also interesting to think about all the things that have to have happened for an outcome to occur today the way you want it, that is the right outcome.   0:11:19.8 Balaji Reddie: Yes.   0:11:21.4 Andrew Stotz: And a good example I use for that, and I was just talking two different times this week with my team, is coffee. Coffee is a really interesting one, because when you go to a coffee shop, they make you a cup of coffee, they give you a cup of coffee, but what you don't realize is that there was a farmer, took him five years to grow that tree. And then they had to pick it at the right time. You pick it at the wrong time, it goes wrong.   0:11:47.4 Balaji Reddie: Oh, yeah.   0:11:48.3 Andrew Stotz: They put it into some water. They leave it in too long, it's fermented. They leave it in too short, it doesn't, the shell doesn't come off. And then if they, once they've worked on it, if they have their grinders that are getting off the mucilage off of it, if they're too tight, well, then you're going to get a little slice off the top of the bean. And then when that goes to the roasting machine, that's going to burn right there because there's no protection in that area. But they got to get all of those things right all the way to that barista. And if that barista just basically doesn't check the water temperature, it's done.   0:12:29.5 Balaji Reddie: It's done. [laughter]   0:12:29.9 Andrew Stotz: You throw it away. And when you think about it, I have another lesson that I give to young people about capitalism, that how all of these decisions are happening all along the way. And when that happens, there's waste in the system. And that waste goes back all the way back to the effort of the farmer five years ago when they planted that tree.   0:12:51.8 Balaji Reddie: That's right.   0:12:52.3 Andrew Stotz: And so reducing waste is not only good for you and good for costs in general, but it has a respect for the process, a respect for the system.   0:13:04.0 Balaji Reddie: Yes. Connectedness. Reconnected. [laughter]   0:13:07.6 Andrew Stotz: Well, and the other thing I tell them is I say, and here you have a coffee bean coming from this country that's then being shipped to this country. They never met.   0:13:16.8 Balaji Reddie: Yeah.   0:13:17.1 Andrew Stotz: And that's capitalism. You trade. In fact, they may not speak the same language.   0:13:23.1 Balaji Reddie: Absolutely.   0:13:23.5 Andrew Stotz: Or they may even be enemies. They may hate each other.   0:13:26.9 Balaji Reddie: Yeah.   0:13:27.4 Andrew Stotz: And yet they trade.   0:13:29.5 Balaji Reddie: Yeah.   0:13:31.1 Andrew Stotz: And so it's a voluntary connectedness that happens through capitalism. Anyways.   0:13:37.2 Balaji Reddie: Yeah. The right quality and uniformity are foundations for commerce, prosperity, and peace. [laughter] That's Deming for you.   0:13:46.1 Andrew Stotz: Yeah.   0:13:46.3 Balaji Reddie: I think he chose that sentence so beautifully. It goes into the Deming Medal. He knew what he was talking about. So he was talking about systems, and I think profound knowledge came towards the end of his life, and rightly so. It came as a revelation, as a catharsis. I think he went through all of that, especially, I think it was between '88 and '89, if I'm not mistaken. Jaki Graham talks about this very, very funnily. She says that they were giving him pure oxygen and maybe that made his brain cells go alive. [laughter] And he could think so clearly. He was getting pure oxygen. And so his thought process...   0:14:31.0 Andrew Stotz: By the way, for the listeners out there, you may feel like I feel when I think about how Dr. Deming didn't really come out with the System of Profound Knowledge until he was, early '90s, let's say, '90s. You think to yourself, okay, I still have time to come up with my incredible insight on...   0:14:52.4 Balaji Reddie: Correct.   0:14:52.9 Andrew Stotz: Bringing together all my experience.   0:14:55.1 Balaji Reddie: Yeah. So because I think I shared this with you before that when you read Mary Walton's book and he says, "No, I don't think I'm ready to establish an institute," and he only did it one month before he passed. So I think by that time he was quite sure what he created was quite amazing, and it'll stand the test of time, right? And although, the title of the book is The New Economics for Industry, Government, Education, I believe it is industry, government, education, and healthcare. Because when he was in Japan, he said Japan must see itself as a system. And when he got the Deming Medal, that's what he said. Oh, sorry, when he got the Emperor's Medal, the Second Order of the Sacred Treasure. And he was talking to the Japanese Prime Minister. And he said, "You all must see yourselves as a system." And the four sectors of industry, government, education, and healthcare must work together. So he meant it as in the broadest sense of the term, right? And that's why this word system. So the first thing, of course, cause and effect are not closely related. Seemingly disconnected events turn out to be connected. The third important thing here in systems thinking is the reductionist thinking that we have.   0:16:12.0 Balaji Reddie: We believe the word analysis means dissection. And if you look deeply and read the book Mind and the World Order, what is the purpose of analysis? The purpose of analysis is not dissection. That's just the act of breaking a system down. But the purpose of analysis is interrelationships, establishing the interrelationships or understanding the connectedness. And I find it quite funny because people say analysis is dissection, and so they came up with a new term, really not necessary, synthesis, bringing it all together. There was no need for that term. You're not engaging in what, tautology? [laughter] You didn't need that. Analysis itself means dissecting and understanding relationships, right?   0:17:02.2 Andrew Stotz: Hmm.   0:17:03.3 Balaji Reddie: And so he said here, we have that reductionist thinking, but we forget that in a system, you have what are called synergistic relationships. You cannot understand a system by breaking it down into its components and studying the components separately and then believing that the components and their attributes and what they do gives the output of what we see. No, you could be completely wrong here. It's not what they do separately. Okay, it's a good thing to understand the components of a system and study them and maybe even establish connectedness, but sometimes what the results you see are quite contrary to what they could be giving separately. I'll give you an example here. Take the case of water. Water is composed of hydrogen and oxygen. You cannot study and draw conclusions about water by studying the attributes of hydrogen and oxygen separately. You'd be making a mistake, a grave error. Okay, let's do that. Hydrogen, a highly inflammable gas, catches fire like this. Oxygen feeds fire. But you put them together and they give you something that quenches fire. Hydrogen is not wet. Oxygen is not wet. But water is wet. [laughter] How do you explain this?   0:18:25.9 Balaji Reddie: All right. If you take the case of sugar, it's a hydrocarbon. Try tasting hydrogen. All right, try tasting carbon. Now put them together and see what you get. Now, can it not be then that you are studying a system and when you break things down and you're studying the components separately, you could be making the same error? It's not what they do separately, it's what they do together. It's the same with sections in a company, departments in a company, companies themselves. Today, we use this sophisticated term, supply chain, call it what you will. I love to use the word provider network. I don't like using the word supplier any longer. I like to use the word provider, because today we're living in a different world. We're getting activities done by someone else, and you can't say he's supplying me this activity. He's providing me this service, right? So provider is a better term to use than supplier. And it's no longer a chain. It's a network, right? It's more lateral. It's all over the place. It's not linear. You're doing a huge disservice by using the term supply chain, because it's not bringing out what exactly is happening right there.   0:19:38.3 Balaji Reddie: And today's supply chains or provider networks are globally dispersed. So you need to have something that connects them. You just said that, the farmer could be in a different country, speaking a different language, maybe he didn't even know where it is being used, and they could hate each other, but they have to work, [laughter] you need to work together. So there's some kind of connectedness that comes in once again. But here's where people make mistakes. So you're talking about synergistic relationships. So sometimes in a team, now here's where all that incentive pay and choosing employee of the month can destroy a system.   0:20:18.8 Balaji Reddie: It could have been the entire team that did well, and they did well because they worked as a team. And it was synergistic, where some components had to, I can't use the right word, but maybe had to underperform so that the system came out ahead. It's like the organs of the human body, right? That's an interconnected, interdependent system. You have a primary function of each of the organs, but there are many other functions we are still discovering, right? For example, if you take the case of ears, besides hearing, they're responsible for balance in our body, right? Eyes, besides sight, they are also responsible for balance in our body. If you try this yoga position, you know, there's a yoga, so to say, yeah, you stand on one leg. And then you lift one leg off the ground and put the ball of your heel on the knee, the other leg's knee. And then you hold your hands above your head to form like a namaste or a triangle. As long as your eyes are open, you stand upright. Shut your eyes, you fall. It's a system and we don't even realize it, right? So this is something we're still...   0:21:38.3 Andrew Stotz: You also fall in that posture when your teacher says, as mine did once, "Now you're in the position. Now raise your other leg."   [laughter]   0:21:54.5 Andrew Stotz: My yoga teacher didn't come yesterday, but I did my sessions every day. But I haven't been able to do that one yet.   0:22:03.6 Balaji Reddie: We had that joke in school. Why does the crane stand on one leg? [laughter] 'Cause if it raised the other leg, it'd fall. [laughter] So it continues standing on one leg. So yes. So you have the synergistic relationships which exist, all right? And it's so difficult then to establish these interrelationships. And sometimes they're visible, sometimes they're not, all right? And sometimes you get to see the results right up front. Sometimes you get to see them in time delay. And that is why Deming said continual improvement. It never stops. Continual learning. You can never say you have complete knowledge of a process or a system. You can never say that, right? And now comes the best part. When you say here that all these are interconnected and there's synergy and then there's cause and effect not closely related in time and space, the output of a system, that is why, is subject to variation. And that's why the study of variation becomes important, right?   0:23:16.2 Balaji Reddie: And when you draw a diagram saying, suppose you say this is a system and all the components are there and you draw the interconnectedness and you draw an arrow and you say, "Okay, you're getting the system is subject to variation," right? Can you with absolute certainty say that because here, because the funny thing is each of the component's performance is also subject to variation, right? So can you say that, this combination gave me this output? You can never say that. You can only say it's probable, might be somewhere here. And so I think Walter Shewhart's greatness was in recognizing that what is natural to a system and what is not natural. When do you start asking the question, "What do I know about this?" When you cannot predict. When you can predict with a certain amount of certainty that this is going to happen.   0:24:14.6 Balaji Reddie: It is between these two limits. Well, then that's when you say, "Okay, I think I know quite a bit about this, but I don't know much. I want to reduce those limits, because I want to be as certain as possible when I make a prediction." And that was what was continual learning. It was not so much about cost. It was as much as it had to do about understanding and predicting. I know what's going to happen next. To a certain extent, this will happen. This will happen, right? And that's where the understanding of variation comes in. Okay, and then he brought in the third, that in variation, you saw that there were what he called as random variation and assignable variation, or what Deming had common and special cause variation. Common causes belong to the system and special causes are alien to the system under study, right? And so say it's easier to identify the special causes because they tell you something is not right. And so you can say, "I know it happened." You can isolate and say, "This is the cause," right? It makes it easier for you then to isolate that, study it, but...   0:25:30.1 Andrew Stotz: I just had that happen this morning.   0:25:32.4 Balaji Reddie: Okay.   0:25:33.7 Andrew Stotz: I'll give you an example.   0:25:35.2 Balaji Reddie: Yeah, sure.   0:25:36.0 Andrew Stotz: I've been working with my accounting team and what we're trying to do is make sure we have on-time and accurate monthly financial statements. And I've chosen those words very, very carefully. And what I've done with the team is ask them, there's no pressure in this. All I'm asking you to do is pick a day that you think we will be able to have on-time and accurate monthly financial statements. And then they pick their days for each month to the end of the year, which pretty much certainty accounting is a repeating of a similar function. And so then as I was talking with them throughout that day, I said, "Why are these boxes piled up around here?" And they said, "Well, the room that we store them in is getting full." The paper, 'cause you have a regulation in Thailand, you have to have your accounting documents for up to six or eight years on premises in case the revenue department comes. So I said, "Well, show me that room." And we went to the room and it was an absolute mess. It's like people have been dumping boxes and papers in there for five years.   0:26:51.6 Balaji Reddie: Wow.   0:26:52.6 Andrew Stotz: And I said, "Okay. You got to clean up this room this month." They're like, "Ah, it's going to take us two months." I said, "Look, this is critical." And they agreed. And so they have now completed that task, but it consumed so much of their time to do that. And it looks beautiful now. But they're two days late on the on-time and accurate monthly financials. And if we were to look at that on a control chart, we would see that it's a big deviation from what they've been able to do. But that special cause is almost meaningless, just as meaningless as the random variation in the sense that this was just a simple situation where there was a trade-off, they made the trade-off, and it's an acceptable trade-off.   0:27:43.1 Balaji Reddie: Yeah, I'd like to put it this way. When you know why it has happened, it's not that harmful, right? As long as you can predict when we do something. It's the unpredictability that makes a special cause harmful. And that's why when I used the term that Deming's thinking was about reducing or eliminating harmful variation, that is things which get out of your hand and you usually don't know why it's happening. So once you get to know, I believe that this could be connected, yeah, that's a good place to start, right?   0:28:15.7 Andrew Stotz: Yeah. Now, someone that doesn't understand the situation and look back over time may not understand what that cause was, which I'm thinking that I want to develop kind of a note-taking system where we actually write down what was that so that we have a record and an understanding of it. But...   0:28:37.1 Balaji Reddie: Yeah. And so when you say here that there's so many, that complete knowledge is not possible, and that's where you start thinking that was Deming being a pessimist to say complete knowledge is not possible, unknown and unknowable. But no, he was just being realistic. But he did not leave us right there. He said the way you can make the unknown as known as possible is through the theory of knowledge. And that's how the whole thing is. It's beautifully done, what the theory of knowledge is. But he says here, very simply, one of those exercises which you see in the new edition of The New Economics on page 58. But if you go to the old edition, right? That's, I believe, on... Where would that be? Page 84. The example he gives there, effect, the plans and their effect, area A, B, and C, the matrix diagram, if you see that?   0:29:50.0 Andrew Stotz: Yeah.   0:29:50.5 Balaji Reddie: That he says was devised by Henry. And then, of course, he picked on that and put it into his book. I got a chance to actually work on this in the form of a game. And the game, I would break up the audience into four or five groups of five people each and then say, "You're department A, department B, department C," and then have a host of projects lined up for them. And I say, "Now you're going to be ranked and rated based on how you do as a department." And so they would choose those projects where only they were benefiting, right? And obviously, that's what you see in the first table. A chooses three projects, and B chooses two projects, and C chooses three projects. And you see the plus signs there indicating that it's for them, for them alone. And then they are exposed to the fact that, wait a minute, now we're going to give you some extra information. You chose these projects because they were good for you, but now we're going to tell you that these were bad for the others, right? And only one of them was good.   0:30:59.9 Balaji Reddie: And I say, "Okay, now here's this extra information you've been given. Now what are you going to do?" All right. And I said, "I'm giving you five minutes to... Because the company is going to do badly, right? And even though you get a good rating, but the company does badly and eventually the company might have to shut down. So what would you want to do now? I'm giving you five minutes to rectify this." You know, Andrew, not even five minutes was necessary. They would come back within two or three minutes and say, "Let's just choose those projects where everyone gains." And I was surprised the first time that happened. And that's why Deming said cooperation is the key and it is natural. It's just that we have brought in this competition thing. So competition is not natural. He says cooperation is natural. [laughter]   0:31:53.9 Andrew Stotz: And that, in Asia, and I can speak to Thailand, what I like to tell people here in Thailand for managers and people running business is that the core strength of Thai people is that they want to work together. So when you break them up and you put them into groups and then you incentivize them either by group or by individual, you destroy one of their core strengths.   0:32:28.7 Balaji Reddie: Right.   0:32:29.1 Andrew Stotz: That's not a core strength of American. A lot of Americans don't want to work together. They just want to do their own thing. Right? They've been trained to be independent and they don't want that hassle. But in Asia, particularly in Thailand, where we're struggling to bring more and more value, what's happened is the KPI mentality of divide and conquer really is damaging. And it brings me to another point or question that I wanted to mention, and that is about the natural... My mom has a saying, and it's "inch by inch, it's a cinch, yard by yard, it's hard." And what she was telling me was to break things down into manageable parts and then work on the next right part, and then you will start to make progress. And we have studied under Adam Smith and the concept of how division of labor brings value, can increase output. And so there's a whole side of things. And then we're incentivized as individuals, particularly in the West, but let's say generally that, if it's to be, it's going to be up to you and you got to make yourself performance and your department's performance. I don't care about the others. I care about what you're doing with yours.   0:32:54.6 Andrew Stotz: So there's an accountability aspect and it all comes together to give people the perception that, hey, I need to break this down into smaller parts. And so there's just this natural inclination to do that. And if you were to say to people, you can't break it down into individual parts, that also doesn't work. You have to be able to understand the different parts and their interconnectedness, going back to what you're saying.   0:34:26.8 Balaji Reddie: Yes.   0:34:27.1 Andrew Stotz: But there's a lot of different things that I'm saying here. But I think the thing that I'm saying is that the pressure on most people is to divide and conquer, to say, "I'm going to go and look at this department and you and your performance." And what Deming was saying was, you've got to look wider than that if you're really going to be successful. Tell me where I'm right or wrong or give me some guidance.   0:34:53.5 Balaji Reddie: Yeah. I mean, that's exactly how it is. And I just told you that when I saw this happen, it was like an eye-opener. And then what happened after that was, okay, there were some other projects which where we were not going to do well, but the company's going to come out ahead. So why don't we choose those? And that's exactly what you see in the table, that they choose certain projects where they themselves are... Now that's real optimization, right? That's getting the best for everyone.   0:35:23.4 Andrew Stotz: Yeah.   0:35:24.8 Balaji Reddie: And today it's become an overused and abused term. For anything they use the word optimize. I think Deming was way very clear about this 30 years ago when he came up with this idea. And he said it's for everybody to gain. It's not compromise, it's optimization. Right? So I, of course, have a different take on optimize and we'll see that next week when we come into four parts of profound knowledge. So I'd like to end here with talking about cooperation is the key and I think we realized why.   0:35:59.1 Andrew Stotz: Okay.   0:35:59.8 Balaji Reddie: Deming says it's not about each other, it's win-win. The system should... And he gives that lovely example in the same chapter, the last example, where he talks about the truck company, the two truckers who used to keep their establishment open. Alternately overnight so that both could gain and they would use each other's resources. He said, "I was surprised when I called the pickup truck and I saw that the truck was from his competitor. He sent his competitor's truck to pick up my car." That was a classic case of cooperation. So since he ends with that, he ends that chapter, I'd like to also speak about that. Cooperation is the key because we are dealing with something very complex, right? And none of us is as strong as all of us. It's not just about, like you said, because cause and effect are not closely related, it is imperative now that we need to work together. So that was with systems thinking. Cause and effect are not closely related. There exist synergistic relationships. Seemingly disconnected events turn out to be connected. And outputs are the result of a myriad of inputs. You can never say you know everything. So that was systems thinking for you as they apply to the elements of profound knowledge as well.   0:37:33.3 Andrew Stotz: Great.   0:37:33.7 Balaji Reddie: Next week, we'll get into profound knowledge.   0:37:37.1 Andrew Stotz: You know, I think my ending thought on this goes back to the concept of meditation.   0:37:45.4 Balaji Reddie: Okay.   0:37:45.9 Andrew Stotz: Concept of insight meditation or Vipassana or...   0:37:52.6 Balaji Reddie: Vipassana.   0:37:53.7 Andrew Stotz: Yeah. So part of what I understand about meditation is the idea of clearing our mind in this moment. It may also be just observing our mind and just observing all that's happening and going on, which is fine. And let's say that a meditation master may be able to clear their mind. But let's just say that what we're trying to do is come down to this instant, this moment. And I remember during COVID when a lot of pressures were on in my business and stuff, I used to meditate and focus on one saying, which is, "I'm okay right now at this moment."   0:38:36.7 Balaji Reddie: Right.   0:38:37.1 Andrew Stotz: And why this is interesting is because let's say this moment is time zero. What you've just explained is that there's about 50 million things before time zero that have been connected in one way or another that got you to time zero.   0:38:55.1 Balaji Reddie: Yes.   0:38:55.3 Andrew Stotz: And you also said that a system, as Deming said, is a system includes the future.   0:39:00.2 Balaji Reddie: Future.   0:39:01.2 Andrew Stotz: And that's going to be a function of all the different things that happen after time zero, the interconnected things. And it just made me realize, ah, so the value of meditation, I can see it even more now when I think about all the connections on both the future side and the past side. And so it just helped me think about it from that perspective, a little bit different, but anyways.   0:39:23.4 Balaji Reddie: Yep.   0:39:24.9 Andrew Stotz: So I just want to thank you for taking the time. And in fact, what I was thinking is that I need to do more interviews with our advisors and other board members of the Institute, including yourself, because they've all got a lot to say. And I've got some discussions going on with that right now. So I'm looking forward to that. And so I appreciate the discussion and the journey that you're taking us on. And just for the listeners out there, remember to go to deming.org and jump into DemingNEXT to continue your journey.   0:40:03.8 Balaji Reddie: Yes, absolutely.   0:40:05.3 Andrew Stotz: There's so much, so much to learn and explore. So I'm going to wrap it up there. This is your host, Andrew Stotz, and I'll leave you with one of my favorite quotes from Dr. Deming, and that is, "People are entitled," that includes you...   0:40:21.7 Balaji Reddie: Yes.   0:40:22.4 Andrew Stotz: Are entitled to joy in work.

This week, Ryan Misquita of IBM shares practical Gen AI use cases in supply chain planning, from exception management and forecasting to clean data foundations, KPI measurement, and avoiding pilot purgatory.Download the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠episode transcript⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠===== In this episode, IBM's Ryan Misquita joins us to discuss practical Gen AI in supply chain planning, real-world use cases, data governance, integration, KPI measurement, and rollout challenges. The episode also explores how AI can elevate planners and what autonomous, agentic supply chains may look like next. ===== Guest 1: Ryan Misquita, Associate Partner, IBM Consulting, IBMRyan Misquita is an Associate Partner and the IBM SCM North America Practice Leader. He has over 20 years of experience in business strategy and technology solution design across the Manufacturing, Distribution, Life Science, and Retail industries. A specialist in SAP S/4HANA, Digital Supply Chain and SAP IBP - Integrated Business Planning , Ryan has a proven track record of leading large-scale consulting engagements that transform integrated planning and manufacturing supply chain operations.Host 1: Richard Howells, SAP   ⁠⁠⁠⁠⁠⁠⁠Richard Howells⁠⁠⁠⁠⁠⁠⁠ has been working in the Supply Chain Management and Manufacturing space for over 30 years. He is responsible for driving the thought leadership and awareness of SAP's ERP, Finance, and Supply Chain solutions and is an active writer, podcaster, and thought leader on the topics of supply chain, Industry 4.0, digitization, and sustainability.===== Show Links:IBM LinkIBM IBV Report : Unified ERP for the agentic enterprise          https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/unified-erp IBM IBV - The SAP advantage for generative AI https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/sap-generative-aiSupply Chain Management:  ⁠⁠⁠⁠⁠⁠SAP Supply Chain Management⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠SAP Insights: Supply Chain⁠⁠⁠⁠⁠⁠       Follow Us on Social Media : Richard Howells: ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠, SAP Digital Supply Chain: ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠    Please give us a like, share, and subscribe to stay up-to-date on future episodes!  ===== Chapters:00:00:00: Intro00:00:59: Guest's Introductions00:02:13: Top Gen AI pain points in supply chain planning00:03:37: Practical use cases moving from pilot to production00:06:03: Building the foundation: clean data, governance, and process rigor00:07:54: AI as augmentation: elevating planners, not replacing them00:10:54: KPIs and how to measure Gen AI success00:12:40: Avoiding pilot purgatory and rollout mistakes00:17:10: How IBM supports supply chain transformation with AI00:21:50: What is the Future of Supply Chain?00:22:49: Outro

On today's episode, Dr. Allen Gotora shares a powerful message on why relationships are the hidden KPI behind every successful dental practice. Drawing from his own life-changing experience as a high school student in Zimbabwe, where relationships helped him raise funds for a United Nations trip to Sweden, he explains how connection, trust, and intentional communication shape every major outcome in business and life. He breaks down five key relationship pillars: self, family, team, partners and vendors, and patients.  From prioritizing health, spirituality, and self-awareness to protecting family time, nurturing your team, strengthening vendor relationships, and creating deeper patient trust, this episode challenges dentists to look beyond production, collections, and case acceptance to the relationships driving those numbers. Dr. Allen reminds listeners that when life is all said and done, it will not be the KPIs we remember most, but the people closest to us and the connections we built along the way. Be sure to check out the full episode from the Dentalpreneur Podcast! EPISODE RESOURCES https://www.truedentalsuccess.com Dental Success Network Subscribe to The Dentalpreneur Podcast

Brent Hayhurst, VP at Curator Hotel and Resort Collection, won't look at a new technology until he knows what KPI it's supposed to move.

How do you actually scale without losing yourself or your team in the chaos?In this conversation, Sivana Brewer sits down with Mara Castro, COO at Twentyeight Health and former Warby Parker trailblazer, to dissect what it takes to build, lead, and sustain high-performing teams in brutally demanding, mission-driven environments. Expect raw takes on leadership, the dangerous myth of “just do more,” and what it really means to earn trust as a COO.If you've ever wondered why some leaders quietly burn out while others keep their team charging ahead, you cannot afford to miss this episode. Hear exclusive, battle-tested insights you won't find in any COO playbook. Don't settle for “what everyone does” and listen now before these lessons become your competitors' next unfair advantage.Sponsored byGenius Network - An exclusive community for highly successful entrepreneurs, connecting you with top-tier leaders, strategic insights, and powerful relationships to help you grow your business faster and smarter.Learn more: https://www.geniusnetwork.com/Timestamped Highlights00:22 – The unexpected journey from nonprofit roots to COO02:37 – Why a career break fueled a powerhouse comeback05:34 – The untold value of prior relationships for landing big roles09:14 – Networking for introverts: How authentic connections really win10:15 – The counterintuitive 90-day blueprint every new COO must follow13:06 – The art of KPI clarity and not getting sucked into the weeds17:50 – The hidden trap of too much complexity in health tech33:23 – Why guiding, not micromanaging, unlocks leadership at scale39:30 – The radical power of raising the white flag earlyAbout the GuestMara Castro is the COO at Twentyeight Health, where she leads product, engineering, clinical operations, and pharmacy for a fast-scaling women's telehealth platform. Previously, the first employee at Warby Parker, she helped build and scale one of the most celebrated brands in DTC history, before driving expansion at Evolve in hospitality tech. Her results-driven, human-focused approach makes her a standout leader in growth and transformation.

What do you do when a brilliant, Oxford- or Cambridge-educated graduate walks into your office, chronically late, completely uncommitted to the business, but undeniably sharp? If you're Mike Harle, you don't fire them—you tell them to follow their heart and join the circus. This week, we sit down for an exclusive, world-first public interview with Mike Harle, the former UK Chief Marketing Officer of Shell. In a legendary two-minute conversation around the year 2000, Mike looked past the corporate KPI metrics of a young, nervous junior executive named Jimmy Carr and gave him the ultimate piece of career advice: Do give up your day job. In this episode, Mike shares the fascinating backstory behind one of comedy's most famous career pivots, why he turned down an exclusive UK deal with a struggling new startup called Red Bull, and what it truly means to manage potential over performance.

If your days feel jam-packed but your dental practice still isn't improving, the problem usually isn't effort. It's urgency. The loudest problems in a practice always win, and they trick us into believing we'll work on systems, leadership, and growth “once things slow down.” They don't slow down, and that's exactly why so many practice owners feel stuck, overworked, and quietly frustrated.We unpack the real difference between reactive work and proactive work in dental practice management. Reactive work is the constant stream of fires: insurance denials, upset patients, schedule chaos, staffing surprises, and equipment problems. It keeps the lights on, but it doesn't build the future. Proactive work is what creates a practice that runs without you: onboarding systems, checklists, phone scripts, KPI scoreboards, P&L review, and leader development that prevents issues before they explode.We also talk about why this matters for your key leaders, especially the office manager. Many office managers spend their whole day reacting like a highly skilled admin employee, when what you really need is protected time for true management. I share the shift I had to make when I hit a breaking point, and how blocking and defending CEO time became the turning point for building momentum again.If you're ready to stop living in reaction mode and start building a calmer, more profitable practice, listen now, share this with a colleague, and subscribe so you don't miss what comes next. And if you want help installing systems and protecting proactive time, book a free strategy call at dentalpracticeheroes.com/slash strategy, then leave a review on Apple Podcasts or Spotify.Invest in your Team and the Leaders you Need at the DPH Leadership Intensive Here Join our Newest and Best Coaching Program, Click Here for More InformationTake Control of Your Practice and Your LifeWe help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

Michael welcomes Tom James, to discuss winning in a hyper-competitive hospitality market through counterintuitive strategy and team buy-in.Tom shares his 30-year hospitality journey, joining Bill's five years ago as operations director before becoming managing director, and describes the shift from an ops-only lens to leading cross-functionally with a two-year plan.Bill's distilled 257 actions into one message—“everyone leaves happy”—and made guest satisfaction the core KPI, built from reviews, surveys, and mystery diners, tying incentives to guest metrics rather than financial ones.He explains how visibility, consistent recognition, and culture drove adoption, alongside behind-the-scenes improvements to systems, booking, website, SEO, and cost controls. The turnaround included difficult restructuring and site closures, followed by renewed energy, cover growth, and a strong Christmas.They discuss change management, process discipline (why/who/what/how/when), technology and AI's potential, and Tom's leadership takeaways: headspace, networking, and investing in team growth.Connect with Tom:https://www.linkedin.com/in/tom-james-5388b256/https://bills-website.co.uk/Eps 23 Bill Collison - Founder of Bill'shttps://www.hospitalitymavericks.com/videos/23-the-bills-story-with-bill-collison/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our episode sponsor Monotree.They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, Josh interviews George Meressa, founder of Clear Ads, about effective Amazon DSP advertising strategies. George explains how to vet DSP agencies, select high-performing products for campaigns, and leverage remarketing, cross-selling, and competitor targeting using Amazon's data analytics. He emphasizes the importance of choosing certified partners, analyzing product conversion rates, and methodically building campaigns. The discussion includes actionable tips for maximizing ROAS and practical advice for supplement brands and other sellers aiming to scale with DSP. The episode concludes with key takeaways for listeners interested in leveraging Amazon DSP for business growth.Chapters:Introduction & Guest Background (00:00:00)George Meressa's experience in digital advertising and focus on Amazon PPC and DSP.Vetting a DSP Agency (00:00:40)Checklist for choosing a DSP agency, importance of official partners, and due diligence questions.Transition to DSP Strategies (00:03:16)Emphasizing the importance of agency selection before starting DSP strategies.Selecting Products for DSP (00:03:41)Criteria for choosing products: retail readiness, sales volume, impressions, and conversion rates.Remarketing as First Strategy (00:03:45)Remarketing setup: targeting product viewers who haven't purchased, and audience segmentation.Product Data & Conversion Rate Analysis (00:04:59)Importance of product data, minimum impressions, and conversion rate benchmarks for DSP success.Audience Segmentation for Retargeting (00:06:27)Creating and excluding specific audiences for more effective retargeting campaigns.Cross-Selling & Market Basket Analysis (00:07:14)Using brand analytics and market basket analysis to build cross-sell campaigns.Advanced Audience Targeting & Overlap Reports (00:08:18)Utilizing overlap reports, refining audience targeting, and future of display ads.Bespoke ASIN Targeting & Subscribe & Save Strategies (00:09:13)Custom ASIN targeting, strategies for subscribe & save products, and using purchase window data.Competitor Targeting for Supplements (00:11:17)Targeting competitor's customers for supplements and the strong DSP fit for supplement brands.Episode Wrap-Up & Actionable Takeaways (00:11:41)Summary of key strategies, actionable steps, and importance of methodical DSP campaign building.DSP Product Fit & Data-Driven Decisions (00:13:37)Discussion on product suitability for DSP, importance of impressions and conversion rates.Layering DSP Strategies Up the Funnel (00:14:37)Methodical approach: start with retargeting, analyze results, and progressively add advanced strategies.Closing & Contact Information (00:15:27)How to contact George Meressa and Clear Ads for DSP services and further advice.Links and Mentions:Amazon Accredited Partners Page: "00:01:48"  Brand Metrics: "00:05:47"  Overlap Reports: "00:08:18"  Prosper Show: "00:08:18"  Nozzle: "00:10:12"  ClearAds: "00:15:53"Transcript:Josh 00:00:00  I am super excited to introduce you all to George Meressa. George has been in digital advertising since 2009, working on a wide range of platforms including Amazon, Google, Bing, LinkedIn and Facebook. Paid advertising. Using these platforms, he has worked with hundreds of advertisers across the world in numerous industries and sectors to maximize their ROAS. His agency, Clear Ads, now focuses purely on Amazon PPC and DSP advertising, helping deliver the best results for his clients. So with that introduction, welcome to the show, George.George 00:00:38  Thank you so much for having me, Josh. It's a pleasure.Josh 00:00:40  What are some of the what's a checklist that you should kind of go through and walk through to vet an agency that you're looking to have, do DSP for you?George 00:00:48  The first thing is don't go with Amazon. Right. But I'm sure they won't mind me saying this. Right. But actually they will. But I'm going to say anyway, Amazon's core strategy is to get you to spend as much money as possible. That's their KPI because that's how they get promoted.George 00:01:02  Right. So the way they treat your account is they go, hey, look at all these amazing impressions that you've got. Isn't that great? And as I said, you're like, hold on one step. Precious isn't really the key thing for us. Like we're trying to get. We're trying to we're trying to grow our business. Not not just increase our reach. So that's the big thing that they go with, especially with the slight uncertainty with attribution at the moment. It could look to to their favor. Right. That's the first thing. Now second, when you do go to an agency, the first step you should take is go onto Amazon's accredited partners page. Right. And check out DSP providers. So Amazon DSP providers just put stuff on Google. Go onto Amazon's page and there's a list of DSP providers. Right. So what you tend to find if you find any company. Right. If they're if they're if they are an official partner with Amazon, they will tend to have a partner badge somewhere which links straight to that page which shows you, hey, their official partner.George 00:01:58  Now, if they're not an official partner, they might be piggybacking off someone else's suit. Right. You don't want to get into that. Because if they're piggybacking off someone else's seat. Right. Let's just say there's some internal issues and they get kicked out of that seat. They no longer have access to your account. Who do you contact? Yeah. Who do? Who do you reach? You don't know. Right. So you want to make sure you've got someone who's got their own first thing. The second thing is, I'm sure every seller that's listening to this, they're savvy. They have a pool. An audience of other savvy sellers. Speak to them, find out who are they using that's doing DSP. That's working really well. Right. Get their first, first, first glance and say, okay, what's your experience been like? and ensure that they're happy with whoever it is. So they're the steps that I would recommend taking when trying to find a DSP agent. I would even go as far as ask them questions about the business.George 00:02:49  What's the purpose of the business? What are you looking to do? How big is it? How long has it been going? Is it? Is it a brand new business that's business. Me starting up for a bit and might not be there tomorrow. Yeah. Is it one that's been there for a while? Is it, you know, you want to you just want to really find out how many DSP, agents you have. How many of them are certified? how many have taken the exams? I would just do your due diligence. Ask those questions before it's too late, and then before you're stuck with someone.Josh 00:03:16  Yeah, I think that is foundation number one for sure. So I hope our listeners follow those best practices because it's true. You make this decision, and it's not like you could just change course after six months or a year. otherwise you're just starting from ground zero all over again. All right. Now let's jump into these strategies. Let's say you have found the right agency to work with.Josh 00:03:41  What's the first strategy you should be implementing with DSP?George 00:03:45  Yeah. So the first strategy is 100% remarketing. You want to you want it. You want to okay. No, n...

Ross Hudgens sits down with Aja Frost, Sr. Director of Global Growth & Paid at HubSpot, to open up the playbook behind one of the most advanced GEO/AEO programs in SaaS. Aja shares how HubSpot has been investing in answer engine optimization since early 2023 and how the company turned a very public blog traffic decline into a "Phoenix from the ashes" story, becoming the single most visible CRM in LLMs. They get tactical on writing for the bot (her "B2B2C" framing and "tofu with a twist" content strategy), why visibility beats citation share as a KPI, how HubSpot tracks prompts down to the feature level, and why audience size barely predicts who gets cited. Aja also breaks down HubSpot's creator and affiliate strategy, the durable (and not-so-durable) ways to earn off-site mentions, a deep dive on doing Reddit authentically, and how she reorganized her 65-person team around products instead of web properties. Show Notes 0:00 – HubSpot's GEO playbook 2:21 – Why AI evaluation predicts purchase intent 03:48 – Becoming the top CRM in LLMs 06:31 – Writing for the bots 11:07 – How HubSpot tracks its prompts 18:16 – Audience size doesn't predict citations 25:15 – Affiliates and valuing a citation 37:30 – The Reddit deep dive 49:27 – Inside HubSpot's reorg   Show Links Aja on LinkedIn: https://www.linkedin.com/in/ajafrost/ Aja's website: https://ajafrost.com/ Aja on The HubSpot Marketing blog: https://blog.hubspot.com/marketing/author/aja-frost AEO Sensor: https://www.hubspot.com/aeo-sensor   Subscribe today for weekly tips: https://bit.ly/3dBM61f Listen on iTunes: https://podcasts.apple.com/us/podcast/content-and-conversation-seo-tips-from-siege-media/id1289467174 Listen on Spotify: https://open.spotify.com/show/1kiaFGXO5UcT2qXVRuXjsM Listen on Google: https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5zaW1wbGVjYXN0LmNvbS9jT3NjUkdLeA Follow Siege on Twitter: http://twitter.com/siegemedia Follow Ross on Twitter: http://twitter.com/rosshudgens Directed by Cara Brown: https://twitter.com/cararbrown Email Ross: ross@siegemedia.com #seo | #contentmarketing

Bill and Brandon talk about how systematic routines like daily KPI checks and proactive resident engagement transform chaos into consistent growth. Bill shares how a background in manufacturing and construction translates into sharper maintenance standards, standardized toolkits, and faster work order turnarounds cutting response times to less than 24 hours. Brandon and Bill discuss the importance of in-person resident conversations post-acquisition, building trust that leads to higher renewal rates and fewer vacancies. Bill Ray Asset Manager in VSF Investments Based in: Celina, Ohio Where to find them: https://www.linkedin.com/in/bill-ray-5430b51a3/ Brandon Virgallito Managing Member of Real Estate Alpha Based in: Dayton Metropolitan Area Where to find them: https://www.linkedin.com/in/bvirgallito/ Book your free demo today at bill.com/bestever and get a $100 Amazon gift card. Visit https://malabarhillcapital.com/ for more info. Podcast production done by⁠ ⁠Outlier Audio⁠ Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, host Kalie Moore sits down with Angela Yu, Co-Founder and Co-CEO of StoReel, to explore one of the fastest-growing entertainment categories that gaming executives should be paying attention to: AI-native microdramas. While many still think of microdramas as shortened TV shows, Angela argues they have far more in common with mobile games, relying on retention loops, emotional hooks, creator ecosystems, user acquisition economics, and increasingly interactive experiences. She shares how StoReel is building both a consumer platform for AI-generated serialized stories and a creation suite that enables creators to produce content dramatically faster and cheaper than traditional production methods. Along the way, they unpack the KPI performance of AI-produced titles and what game studios can learn from the category's rapid growth.The conversation also explores one of the most fascinating cultural divides in technology today: why attitudes toward AI look dramatically different in China versus the West. Having spent half her life in both markets, Angela offers a unique perspective on why creators, companies, and consumers in China have embraced AI far more aggressively, and what that means for the future of entertainment. They discuss creator ownership, AI-powered storytelling, underserved content genres, interactive characters, and why the next generation of entertainment may look less like Hollywood and more like a creator-driven marketplace where anyone can build, monetize, and distribute serialized stories. The episode ultimately examines how AI is reshaping not just production workflows, but the entire relationship between creators, audiences, and entertainment itself.We'd also like to thank Heroic Labs for making this episode possible! Thousands of studios have trusted Heroic Labs to help them focus on their games and not worry about gametech or scaling for success. To learn more and reach out, visit https://heroiclabs.com/?utm_source=Naavik&utm_medium=CPC&utm_campaign=Podcast If you like the episode, please help others find us by leaving a 5-star rating or review! And if you have any comments, requests, or feedback shoot us a note at podcast@naavik.co.Who's On:Guest - Angela Yu: https://www.linkedin.com/in/angela-yu-0a0379112/Host - Kalie Moore: https://www.linkedin.com/in/kaliemoore/ Watch the episode: YouTube ChannelFor more episodes and details: Podcast WebsiteFree newsletter: Naavik DigestFollow us: Twitter | LinkedIn | WebsiteSound design by Gavin Mc CabeLinks mentioned: https://storeel.com/

On this episode of The Derivative, Jeff Malec continues Chicago Month with a deep dive into the past, present, and future of derivatives and volatility at Cboe with two of its stars. First up, Cboe Global Head of Derivatives Rob Hocking traces Chicago's rise as the world's derivatives hub, from the Board of Trade's agricultural hedging roots to SPX and VIX becoming the center of global risk transfer. Rob walks through life in the OEX and SPX pits, the culture of open outcry, the evolution from Hull and DRW to “the dark side” at the exchange, and how today's liquidity, zero‑DTE flows, and concentrated market‑making still hold up under stress. He and Jeff dig into whether the derivative can ever outgrow the underlying, why S&P 500 remains the benchmark despite megacap concentration and global basis risk, and how Cboe balances the floor's high‑touch block business with a mostly electronic market.Then Mandy Xu, Head of Derivatives Market Intelligence at Cboe, joins to break down the current volatility regime. She explains what VIX really measures (and why “fear gauge” is often wrong), how Cboe decomposes VIX into bullish vs bearish positioning, and why today's record call‑chasing and low skew feel uncomfortably close to meme‑stock and late‑'90s territory. Mandy covers the rise of zero‑DTE, option‑income and buffered ETFs, the breakdown of stock–bond correlation, the AI‑driven dispersion trade, and whether vol selling is truly “artificially” suppressing risk. The trio also find time for some Chicago vs New York banter—pizza, skylines, seasons, and sports—and a look at what's next from Cboe, from binaries on XSP to trading KPI‑style “valuation chain” products tied to names like Tesla and Cboe itself.00:00-01:43=Intro01:44–05:36 = From Corn Contracts to Options Hub05:37–20:42 = Pit Sheets to $5 Trillion a Day: Inside the S&P Options Machine20:43–30:29 = Game Within the Game30:30–35:36 = Big Blocks, Complex Trades, and the Future Beyond VIX38:07-42:15 =  Pork Chops at Soldier Field42:16–51:09 = Retail Flows and the New Vol Regime51:10–1:02:57 = Is VIX Still the Fear Gauge? What's Really Driving Risk1:02:58-1:07:18 =  AI Winners, Dispersion, and the 60/40 Shift1:07:19-1:13:16 =  Building Better Hedges1:13:16-1:17:34 =  Chicago vs. New York: Pizza, Seasons, Sports, & Final WhistleFrom the Episode:How Futures saved Stocks RCM VIX WhitepaperBlog Post - VIXmaggaeddon Follow along with Rob Hocking, Mandy Xu, and the Cboe on LinkedIn and be sure to visit cboe.com for more information!Don't forget to subscribe to⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠The Derivative⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, follow us on Twitter at⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@rcmAlts⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠sign-up for our blog digest⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.Disclaimer: This podcast is provided for informational purposes only and should not be relied upon as legal, business, or tax advice. All opinions expressed by podcast participants are solely their own opinions and do not necessarily reflect the opinions of RCM Alternatives, their affiliates, or companies featured. Due to industry regulations, participants on this podcast are instructed not to make specific trade recommendations, nor reference past or potential profits. And listeners are reminded that managed futures, commodity trading, and other alternative investments are complex and carry a risk of substantial losses. As such, they are not suitable for all investors. For more information, visit⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.rcmalternatives.com/disclaimer⁠⁠⁠⁠

Does your front office feel overwhelmed? Kiera shares what the problem is 99% of the time, as well as how to clear up the confusion, and three tactics that bring about clarity and control very quickly. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Trasnscript: Kiera Dent- Dental A Team (00:00) Hello, Dental A Team listeners, this is Kiera. And today, I just wanted to talk about front office overwhelm. Like, dun, dun, dun, dun, dun. That's a real thing, it's a real deal. This happens all the time. And I just want you guys to be able to fix that quickly and easily. So today, we're here to wrap. We're here to have a good time. We're here to talk about the front desk overwhelm and how you can fix that and do it with a ton of ease. So.   If your front office feels overwhelmed, if you feel like they're overwhelmed, if you're ever scared to walk up there because you're like, my gosh, they're always stressed out. This is the episode for you and your front office team, because honestly, it's usually not that they have too much to do. It's that they're just, I call it front office soup. Then they're just all like, it's a bowl of spaghetti and we're all slurring and slopping and it's just a mess up there. But because we just have to figure out what matters and who does what.   And it usually, in front office team members, I hope you hear me loud and clear, I'm not being a jerk, I'm Kiera Dent from the block and I've sat in your shoes and I understand it and I've been in your shoes and I know this overwhelmed feeling. It's not usually a workload problem. Usually what it is, is it's a role clarity problem. 99.9 % of the time, if we clean that up and we like untangle the ball of spaghetti, everybody's super happy, everybody's clear and things start rocking and rolling. So.   Again, this is where we're at today. I wanted to just give a quick tactical podcast for you for that front desk overwhelm. And I want you to just know that like at Dental A Team , every single consultant on our team has been in your shoes. ⁓ I don't just say these words on the intro to the episode. We don't just understand you. We genuinely are you. We've been in your shoes. We've sat in your shoes. We've sat at the front office. We've taken the phone calls. We've had the schedule fall apart last minute. I've had the treatment plans not close. I've had doctor on my case saying, Kiera.   get the schedule full and I'm like, I don't really know what to do, okay? I've had that phone running a million miles a minute. We get it. It's chaotic up there, but it doesn't need to be chaos. And so when we have all that, how can we take the urgency away and help you focus on the important thing? And so this is gonna help us kind of figure out like, why do people get overwhelmed? How do get the confusion cleared up? And then what are three things that bring clarity and control very quickly? That's not gonna take months and months to get that stabilized, but to actually do it really quickly.   If you don't know us, hi, we're the Dental A Team. I'm Kiera Dent. Dent really is my last name. It took me three fiancees. You can ask me about that later. It's a real joke, but it's a real life. I love dentistry. I love helping people have their best lives. And I love the dentistry as the platform that brings us all together. I've been a dental assistant, a treatment coordinator, a scheduler, biller, an office manager, regional manager. have all my own practices. I took my first office from 500,000 to 2.4 million in nine months and opened a second location.   To say I've been around the block is not a lie. I have bought practices, I've sold practices, I've been parts of DSOs, I've been part of boutique practices, I've merged offices, you name it. I don't think that there's a single thing that I haven't done yet in dentistry, so try me. I'd love to meet somebody that I'm like, yep, never heard of that before. ⁓ And our job is to make dentistry fun again. Our job is to make you love your life again. Our job is to bring simple clarity. But as a business owner myself, I hated where I'd go to conferences and people would just talk.   to me and I have to go back and rally my team and I realized I'm gonna create a business that's gonna make your life easier. So we actually work with doctors and teams. We help doctors set the vision, where are we all going? And then we figure out your finances. Let's make sure you're profitable. And if you have tax aversion, like you're so scared of it. Not that you don't pay it, don't get me crazy on that, but that you're so scared because you feel like you're making money but you're always broke. We help offices actually like find the money, keep the money, make the money. Like let's have you be profitable.   And then the other part is how do we do system and team development together? I call that the yes model. You first vision, making sure you're taking care of E stands for earnings and profitability. S is systems and team development. Doing that yes, success model. So you can say yes to more in your life. Truly, truly. And teams freaking love us because guess what? We get this. We understand it. Doctors love us because we're magic magicians that can fix it with your team, but also help you be profitable. It's like.   Let's put a bow on all the beauty together. So let's talk about your front office because everything freaking feels like a priority. my gosh, I gotta answer the phone and check patients out. I gotta try and schedule all the doctors asking me questions. I gotta keep my doctor busy. I've got constant interruptions nonstop. As soon as feel like I get patients checked in, that hygiene team's bringing them right back out. It is nuts. And it's because we just don't have priorities hierarchied. And also we're not using time when we need to.   So when front office is jumping between five tasks and finishing none of them well, that's chaos. And so how can we actually make it to where things aren't as chaotic? Because yes, you're always gonna have interruptions. And I think for us to never feel like, I can never have interruptions, like that's not my perfect date. That's not real life. We signed up for an amazing job that's very busy up front. And I feel like my job in front office, I say like, I'm here for air traffic control. Like that's my job. And I'm gonna make sure every plane lands easily, AKA every patient has an appointment. I get them scheduled. We're gonna have calm.   Like I want to feel like JFK's airport. Like we're there. I just think about that airport and that air traffic control. I'm like, they have people flying in and out like mayhem or you can go to Atlanta or you can go to like any big city. Like think about that air traffic controller. And that's who like, I want to be at the front office. So front office team members, hopefully that's a good vision for you of, Hey, yes, we've got a million things going on, but we are laser focused on what's the most important thing. And so I love to give like, okay, number one, our scheduling person, what's their number one job? Their number one job is to make sure our schedule is filled to goal every single day.   That's your job. So hygiene and doctor like bada bing, bada boom, that's your role. You keep them on there and you do not leave the day until your schedule is full. Like I'm not having you go home like, well, I did my best. ⁓ Outcomes over activities. I am big on this. We own our role. We don't just do a job. We own that. So if I'm a scheduling guru, you better believe I'm going to have my hygiene schedule full, full. That doesn't mean perfect. It means full and productive. And I'm going to have my doctor schedule the goal.   treatment coordinators, your number one job is to have your doctor's hitting goal or exceeding goal every single day. Not a full schedule. I don't want all the white space filled in. But if my doctor needs to be hitting 5,500, you make it rain sister or gentlemen, you go figure out how to do it. You go look at your unscheduled treatment plans. I'm not gonna say you sit here and call 20 unscheduled treatment plans unless you're an office that's 7.5 million, then yes, maybe we'll put that as a job. But 99 % of the time, your job is to call as many as needed to get your schedule full, period.   So scheduling coordinators, it's to make sure we're running on time, hygiene's full. Sometimes I have doctor over there. Treatment coordinators, you're always responsible for getting doctors scheduled to go. Billers, 98 % collections, non-negotiable. We gotta have money in the bank, otherwise we're broke and we can't feed our team. And we've done the work, we need to collect the money. So from there, and then office managers, your job is to make sure profitability is there, KPIs are being hit, and the whole team is flourishing. So that's just like a very simple like.   Yeah, but Kiera who's first on phones first on phones is scheduler first person they're always on it unless you guys like no we want them to be concierge style we have a concierge then they're not first on phones but we have somebody who's first who's second who's third on phones so as that phone rings we've got it can you set up a phone tree so where if they've got billing questions it just goes to the billing line and the biller can help with that if you're like Kiera I only have two people in my front office fan freaking tastic we need to have dedicated power hour time so front office and scheduler usually does insurance verification too typically that's who's gonna do it   but sometimes my treatment coordinators, like they want to make sure that they get all their insurance verification done and they have maybe a bit more time than our schedulers do. So again, it's who's got the most amount of time and who's the best with bandwidth on that. That's how I'm gonna set it up. If you have a bill or a dedicated bill or they're gonna do insurance verification for you, insurance verification should take you two to four hours max. And I'm talking to max a day. If we're taking longer than that, we gotta figure out how to be a bit more efficient and I got great ways to do it, like lump them together. I got a ton of podcasts onto it.   but we've got to just make sure that each person, and I love end of day checklist where, and it's not we wait till the end of the day, it's we get this stuff done during the day, but by the end of the day, all this needs to be stamped, signed, delivered. So scheduler, you're responsible for hygiene, making sure it's full and up to par, possibly insurance verification, possibly doctor, depending upon your office. Treatment coordinator, non-negotiable doctor scheduled to go every single day. I'm talking if I'm working four days, three of my four have to be to go, period. And the first patient of the day,   Please, please, please, please, please do not leave me one that's unconfirmed. And you're like, well, it's full. If they're unconfirmed, they're not showing. Like I might get lucky, but don't do that. Make sure it's a guaranteed confirm. Move those patients off. I've got a ton of verbiage for getting patients off the schedule. So we're not sitting there with like, to me, those are like gap fillers. Like it makes us feel good, but it's not gonna actually, like that's not me owning. I know that patient's not gonna show up. I call and call and call until I get people.   So I start doing my confirmations at usually eight or nine in the morning. So I've got time and I do a 48 hour confirmation guarantee. So if they're not there, and then we started implementing with a lot of offices that if they don't call and confirm you, we are moving you off the schedule to open that space up because we do need confirmation you will be here. I have moved patients off the schedule. Yeah, I'm gonna have about five people mad at me, but guess what? It's gonna fix 95 % of my problems. I can handle those five upset patients with me. I can handle that. If someone comes in duplicative, I can handle that.   Ladies and gents in the front office, air traffic controllers, you're also word ninjas. And you gotta learn to word ninja your way through a lot of things. Words are free. You can handle those hard conversations, but what we can't handle is not having productive schedules to where doctors aren't making money, we're not making money, and we're gonna go under. We can't handle that, but I can handle one or two upset patients. But I can also set up expectations so they're not upset with me, because I don't want to get berated. That's no fun for anybody.   So clear ownership, who does what, what are the simple KPIs for each of them? Put that in place, have us track it. That just right there, hopefully cleaned up 90 % of your issues. Now everyone was like, yeah, but we all do it together. High five. I love that you have teamwork. Like genuinely love it. Teamwork though is that game where it's who's on first, what's on second, I don't know, is on third. it's like who, like what thought everybody was going to do it? Everybody thought nobody was going to do it. So then somebody picked it up, but then nobody respond like,   It's a mess. So I love that y'all help each other. We just have to know at the end of the day, who's the one who puts the button on it? Who's the one who puts the final bow on it? Yes, we can all help each other, but I need a clear owner of each specific thing. I need a clear owner of hygiene and getting them scheduled. I need a clear owner of insurance verification. I need a clear owner of doctor's production. I need a clear owner of collections. Like I need those clear buttoned, tidied, and I need a clear owner of who answers the phone first.   There are several others. I know that there's more and you're like, but what about this? What about this? Again, it's just playing this game and you guys can get sticky notes, write them all up, put them there. I have end of day checklist. I'm happy to share with people, but we've got to have roles are shared, but they've got to be owned. So like it's a clear owner. You can have help. I'm fine with that, but you have to own it and you've got to own those results. Again, it's outcomes over activity. I am so grateful you called 50 people, but if we don't have people on the books, you gotta call 51 or 52 or 53 or 54.   And when you own that and you know that, guess what? How do I become a killer treatment coordinator? Because I knew I had to put people on the schedule and I wasn't gonna call them all night long. I was like, I got a family, I wanna go home. But I knew that that was my responsibility and I owned that result. So when we have shared responsibility, it actually creates drop in responsibility. So clean it up, if everyone owns it, no one owns it. So we have clear owners. And then what we have from there is we just have set systems. So what is our system for doing scheduling?   What's our power hour? I put schedulers back there, I put insurance for everybody. Put them behind the door for two hours where they're not being disrupted. Unscheduled treatment plans. Give that treatment coordinator one hour of blocked time. Go make it rain, honey. Like call the patients, text the patients. We are focusing on highest level priority things. Look over your treatment tracker. Practice your verbiage. What are the things that aren't closing for you? Why? But we actually spend it. And so put the systems into place. What is it? Some people have like...   To me, these are slightly aggressive checklists, but if it works for you, it's not aggressive. It's like by 10 a.m., all confirmations need to be done. By 12, all insurance verification needs to be done. By two o'clock, all of the schedule is filled to capacity. And then we're scheduled two days out or whatever it is. You can have it where it's benchmarks like that so we don't get stuck and then it's like four o'clock. I'm like, where did our day go? Sometimes those mile markers really can help, but we have to have set systems, set processes that everybody's following and we all know it.   And that's going to help because this helps when we bring on new people. How do we schedule? How do we treatment plan? How do we follow up? Getting those protocols written so it's not just living in our head. If it's in our head, we're dead. We got to get it out. We got to have those systems and protocols written. so systems don't live in people. ⁓ Systems like we're not relying on people. We're relying on systems. So when I look at that, systems are on paper or in video form, not in memory. That then helps.   Like if there's just one person that's like, well, Sue's out. We had a Sue in one of my offices. I'm like, I don't know how to do the billing. I don't know how to collect the money. I don't know how to schedule patients. Sue did it all. But if Sue goes on vacation, the practice is donezo. Like you cannot be reliant on a Sue in your practice. We need to have systems. We need to have processes. Yes, I want clear owners. But if that owner's on vacation, which they should be like our marketer Eve, she just went, she's like, it was awesome. I disconnected for an entire week. Didn't check Slack.   I knew everything would be taken care of and I came back and she had like three Slack messages of things that were missed. That is truly a systematized organization. Yes, I'm having a little kudos moment. It just happened yesterday. So yes, it's a brag moment on our side. But I think about that. Like could your Sue, Alison, Kiera, Tiffanie, Jenny take off for two weeks and would you guys be okay? And if the answer is no, we gotta get those systems written and then we need to send them on vacation and test it and see how we survive.   because we've got to be able to have it. So the three things that will fix this very quickly is number one, we've got to get clear ownership and that's ownership, not just job descriptions. Ownership, who owns scheduling, who owns phones, who owns our collections, who owns our treatment plans, who owns our doctor schedule. Get those things and eliminate overlap. Everybody in the front office is going to feel 20 times better and then have it on KPIs where we're tracking it every single week so we can see the progress and make sure it's true ownership, not just checking boxes.   Number two is we have a priority framework for an office. So what is it? Because like I can have my checklist and I can know this. Number one is my KPI. But before my KPI, patient in front of me, always. Always, always the patient who's in front of me. Then it's my KPI, that's my number two. And then it's gonna be team needs. And then from there, always phone for me. Phone is pretty high up there. Like I say, it's patient in front of me, phone. And then it's gonna be my KPI.   So you can be like, well, that phone's ringing. Okay, great. So then I can throw it and be like patient in front of me, KPI phones. Phones are so valuable. And if we don't answer and take care of it, but let's get a phone tree because we don't need to answer every phone call. The phone calls I really need to answer are my new patients. That's what I need. Also stop letting cancellations happen on your voicemails. Save yourself some time. The dermatologist that I'm going to, no voicemail. Like literally it's not even there. I can't leave a voicemail. And I have to call during business hours, period.   Like that's just how it works. And if I want to get into them and you might be like, but I'm so nervous. I'm going to have patients that won't call. That's fine. But I leave a voicemail and I have it. And I say, don't accept any appointment changes via voicemail. Please call during business hours. I also do not accept them via text message. I make my patients, if they're going to break up with me or having a phone, a voice to voice conversation, you're not just able to text me. Like we don't break up via text here. You get to call me, have a conversation. And that's how I'm going to help save my time on that as well. Have a phone tree.   Make sure that it's really set. So you know it's patient, my KPI, phones, whatever your guys' thing is, but make that priority framework for you so everybody's following it, we all know. So that way we're not sitting here with this like built up resentment of like, duh, you should be fixing the schedule. When it's like, they're with a patient. Now, team members, I have that priority framework, but that doesn't mean I don't get to own my KPI. My number is my responsibility. And yes, I can sit here and chat all day long with my patient, because they're number one, but that doesn't mean that I don't get to own my number.   I'm responsible for owning, like own that thing, air traffic controllers. You can't just be like, well, my job is to like make sure the plans land, ⁓ treatment and schedules. And then be like, but like I got busy and we were chatting with the pilot. They're gonna crash. No, you can chat, but you need to still own your role, okay? And then number three is build simple, repeatable systems. So that way like Sue, Jenny, Sarah, Kiera, Tiff, anybody can go on vacation.   and we're not gonna drown and think, yes, we'll be tired and we'll be glad they're back. Like I missed Eve, I'm super happy she's back, but our company didn't go under without her. And that's how your team should be as well. So, front office overwhelm is usually not about the team, it's just about clarity and consistency. It's about roles and systems being clear and defined, so that way confidence can go up and stress can go down. And I know you might be like, this was such a like 20 minute podcast to clean up my whole front office. And I wanna say like, it really can be that easy.   I think that teams get in this, I think ego gets a little bit in the way of like, I've always been doing this. I think it's a little scary to shake up a role cause you're good at it. ⁓ But I think, not I think I know, if I have done this in 500 plus practices with our entire team, I know we can do it for you and your team too. And it's not a set, deadly team is not a set like, you have to do this. Like that's a cookie cutter. That was me like pressing my Christmas tree into the cookie. ⁓ You don't have to just be a Christmas tree or.   an ornament or a square or a triangle. It is what is best for your practice. We will share best practices, but ultimately this is your teen year practice. They live there, I don't live there. So let's make it a place that they're happy to live. Let's make it a place that you're clear. And then doctors is great for you. So if you need a scheduling issue, you go to Kiera. If you have a treatment plan issue and your day's not scheduled, the goal, you go to Sarah. If you have an issue with billing, you go to Monica. Like you just go to your correct people. So that will help you. So look at that, see it really does like.   clear front office creates a calm place. And ⁓ I just want to say that it's very doable. We do this all the time. think I'd say probably like 70 % of our consulting is on front office and just helping because it is a slush pond up there and it does get messy and we're all trying to help each other and we all have the same goals and desires, but it's on the execution of those goals and desires and how it's being done to create the simplicity or the chaos. So reach out. I'd love to help you out. Let's see if you're a great fit. Let's see if we can help you.   take the pieces, implement today, whether you reach out to Dental A Team to get help for your front office because they just don't know it. If your front office listens to this and you guys have a meeting and you divide it up and make your end of day checklist, whatever it is, but do something to go from that chaos to that calm. It is very doable. We do this all the time. I would say we are freaking experts at it. So reach out, Hello@TheDentalATeam.com. And as always, thanks for listening. I'll catch you next time on the Dental A Team podcast.  

Most high performers don't get passed over because of what they know. They get passed over because of how they lead. In this episode, Dr. Bushra Khan makes the case that emotional intelligence isn't a soft skill, it's the strategic operating system every leader needs right now, especially as AI reshapes what work looks like. In this conversation, she breaks down: Why 'be more strategic' on a performance review usually means something specific and fixable. How influence actually works in the brain, and why title alone won't get people to go above and beyond. A concrete KPI approach for measuring emotional intelligence that most organizations aren't tracking yet. Timestamps [00:00:42] Emotional intelligence as the operating system for the future of work [00:02:30] Why 'soft skills' is out — and 'strategic skills' is in [00:03:10] How technical experts plateau: the real meaning of 'not strategic enough' [00:05:47] What 'be more strategic' is actually code for [00:07:26] Micromanagement as a symptom of not knowing how to teach others [00:09:09] The Peter Principle in action: when great individual contributors struggle to lead [00:12:19] Why title doesn't equal influence — and what builds rapport instead [00:16:55] Integrity in leadership: what it looks like when leaders actually walk the walk [00:17:15] How to give feedback that makes people better, not defensive [00:19:57] Measuring emotional intelligence: the KPI framework most orgs are missing Guest Bio: Dr. Bushra Khan is a founder, educator, and leadership expert with over 15 years of experience in organizational development and adult learning. With a doctorate in Educational Leadership, deep research in emotional intelligence alongside global experts, and the creation of a top-rated executive leadership program (clients include Google, Government of Canada, and ERCOT), her impact is both measurable and deeply human. Dr. Khan helps high-performing professionals strengthen their strategic capabilities, lead with integrity, turn their expertise into meaningful influence, and shape their leadership philosophy. She describes her work as a calm, compelling signal in the noise — a space where leaders come for clarity, rising professionals see possibility, and organizations recognize that emotional intelligence isn't a nice-to-have: it's the operating system for the future of work. Brought to You by Paylocity Paylocity is the fastest growing unified platform for HR, Finance, and IT. Paylocity brings your people, processes, and data together in one place so HR leaders can spend less time managing systems and more time doing the work that actually moves their organizations forward. Learn more at paylocity.com Keywords: emotional intelligence, EQ, leadership, strategic skills, soft skills, HR leadership, performance management, people management, coaching, micromanagement, influence, integrity, feedback, AI and leadership, KPIs, organizational culture, future of work, Dr. Bushra Khan, HR Mixtape, Paylocity

How do you rebuild a company's entire capability infrastructure — and fund the transformation through the savings it generates? Zaka Farhat is Global SVP for Talent, Learning, Organisation and Capability Development at GSK, where she leads the company's enterprise-wide skills, learning and capability agenda. In this episode, Zaka shares the full story of how GSK rebuilt its capability infrastructure in 18 months - retiring more than 20 legacy systems, building a single skills and learning ecosystem, and funding the transformation through the savings it generated. Join them as David and Zaka discuss:Why GSK's skills transformation began with a commercial question about capability and cost The five conditions for organisational readiness that had to be in place before any platform launched How GSK approached skills taxonomy, job architecture and inference, and what they had to redo along the way What personalised learning looks like at scale, and how skills data is now shaping workforce planning decisions What GSK chose to stop, and why decommissioning is the step most transformations skip How Zaka's team is measuring impact across three KPI layers This episode is sponsored by TechWolf. The world of work is being rewritten faster than HR systems can keep up. Skills age in months. Roles get redesigned quarter by quarter. CHROs have quietly become AI transformation leads, and the data they need to lead it doesn't exist in any HR system. That's why the world's most forward-looking enterprises such as HSBC, AMD, T-Mobile, GSK, ServiceNow, Pfizer, have built on TechWolf. As the data layer for the AI era of work, TechWolf gives enterprises the skills, they need to move faster and lead with confidence. Skills Intelligence, Work Intelligence, and Market Intelligence, in one layer. Visit techwolf.ai. Hosted on Acast. See acast.com/privacy for more information.

Most private practice owners know they should track their numbers. But very few actually know which metrics matter, how to interpret them, or how to use them to make better business decisions. In this live-streamed conversation, Adam Robin and Nathan Shields break down the real reason clinic owners avoid metrics — and why ignoring your numbers is quietly destroying profitability, freedom, and growth. This episode goes far beyond spreadsheets and dashboards. It's a deep conversation about mindset, leadership, accountability, profitability, and the uncomfortable decisions required to build a truly sustainable practice.Nathan and Adam unpack:✔ Why most owners avoid metrics in the first place✔ The mindset shift required to become a true business owner✔ The KPI mistakes crushing clinic profitability✔ How compensation ratios silently destroy margins✔ The difference between being busy and being profitable✔ Why “more new patients” is often NOT the real solution✔ The exact metrics every clinic should track weekly✔ How operational clarity creates freedom and better decisions✔ Why confronting the hard problems is the only way forwardThey also share real-world examples from coaching clients, including how one clinic increased revenue by over $1.4 million simply by improving billing systems and operational accountability.If you feel overwhelmed, stuck in patient care, unsure what numbers to track, or frustrated by shrinking margins — this episode will completely change the way you think about running your practice.

In this Ask George episode, we tackle the ultimate debate in dental practice ownership: have you built a highly profitable business, or just a high-paying job? Dr. George Hariri breaks down the reality of "key man risk," proving that if your office relies on your personal clinical energy to generate revenue, you are acting as an employee. For a future owner, making the shift to CEO requires mastering advanced dental practice management so your team performs efficiently without your oversight.This ultimate survival guide for mastering dental practice ownership shows you exactly how to shift from a stressful owner-driven clinical model to an autonomous, team-driven powerhouse. To achieve sustainable dental practice growth, implement KPI accountability:Missed Call Rate: Track front office metrics to capture inbound leads.Reactive Retention: Consistently monitor your overdue recare efforts.Proactive Retention: Push daily hygiene reappointments past a 90% target.To cement your dental practice ownership, delegate case acceptance entirely. When hygienists are calibrated to co-diagnose, they educate patients before you arrive, massively boosting dental practice profitability. We also highlight why the associate to owner transition fails without an Office Manager handling HR and payroll, ensuring scaling does not create more work. Embrace entrepreneurship for dentists by building systems that leverage your team's time.Ready to take the next step in your dental practice journey? Visit https://sharedpractices.com to learn more about our Buyer Representation and Coaching services, designed to help dentists buy, grow, and optimize profitable practices. You can also use our Free Look to evaluate dental practice opportunities with real data before making a decision. For daily Dental Moneyball insights, strategy tips, and updates, follow us across our social channels.

Part one of Kiera's conversation with Howard Farran on the Dentaltown podcast. They discuss how many details a dentist should know about their business, what about the COVID-19 pandemic still haunts practices, the AI of dentistry and the human care of patients, hidden gaps draining profitability, and more. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners, this is Kiera. And today we are sharing a guest interview I did on another podcast. And it was too valuable not to bring you guys here.   this episode, you're gonna hear this host lead the conversation and then I'll wrap us up at the end. I cannot wait. It was truly one of my most   episodes and I truly hope you enjoy.   The Dental A Team (00:17) It's just a huge honor for me today to bring back Kiera Dent. How are you doing, Kiera? my gosh, Howard. It's so great to be back. I remember my very first podcast with you. I was actually at an office in Alabama and I went like hid in this room because I was starstruck podcasting with you. So to be able to be back on the show with you ⁓ several years later is just fun. I love what you guys are doing. I love Dentaltown. I love your posts. so it's really fun to be back. So thank you. ⁓ the honor is all mine. Just remember Kiera likes Shakira.   And Dent is just her nickname. The full name is Dental Queen Goddess. So thank you. And ⁓ she is the founder and CEO of the Dental A Team, committed to elevating dentists and their teams to their highest level through customized in-office and virtual consulting and training. Her vast experience ranges from the front office to assistant, regional manager, and dental practice owner, giving her a perspective few consultants can claim.   She and her team work with hundreds of dental practices nationwide and confidently say we don't just understand you, we are you. Among her many accomplishments, Ciara has grown a practice from 500,000 to 2.4 million in just nine months with a doctor straight out of dental school. She's coached hundreds of practices, authored numerous articles, and designed a customizable operations manual manual that serves as a roadmap for systems and team success.   Her Dental A Team podcast has amassed nearly 2 million downloads, making it one of the most impactful resources in all of dentistry. Kiera lives every day by her core values. Do the right thing, ownership, passion for excellence, ease, grit, innovator, die, and fun. Her motto says it all. There is always a solution. And my gosh, I just want to tell you the truth. And the reason I was so excited to bring you on. It seems like dentistry has turned into two groups of dentists.   There's all the old farts like me who, you know, we had, you know, we had great practices, great lives, great careers. And then you got these younger dentists that look at us and say, ⁓ man, you graduated in the good old days. You know, you didn't have five hundred thousand dollars of student loans, you didn't have DSOs, Delta hasn't given us a raise in four generations, and and and they're mad at the ADA. I think they're even mad at their mom. I I they're I think so and they're not happy. Do you have any good news?   For these dental graduates with $500,000 of student loans, or did they make the wrong decision and should have become a plumber? I mean, you know, plumbing is always a backup plan if dentistry doesn't work. So I think you're like at least in that realm. Like, you know, there's always options. But I love dentistry and I actually, ⁓ I think we're actually in the best time of dentistry. And I know that yes, there's the good old days. Then Howard, those were great days for you. But I think like, how many options do people have now? We have AI, we have these innovations, and I mean.   Your my example of a student straight out of dental school, we actually had one million. So I actually called her 2.5 because we had $2.5 million. So from student debt to practice loan debt to buying another location, all within a couple of months of us starting the practice. And so I called her 2.5 every time I walked past her. I was like, get that back straight, girl. Like we got 2.5 mil of debt on us. but to be able to grow our practice in nine months was   Absolutely incredible. And I think that that's where dentistry is amazing. There is no cap, there is no ceiling, and you have a way to truly impact and change people's lives. And I'm like, you have DSOs as options. Like there were not the times where you were getting the multiples that you get today. You also have like there are so many avenues that dentistry can afford you. but I think it's a it's a matter of what you choose to focus on, is what you're going to find more of. If you want to sit here and say, ⁓ my gosh, it's awful. We have 500,000 of debt. And I'm like, Yeah, but guess what? My husband had   Not quite the same, but we had several hundreds, thousands of dollars of debt. And he's a pharmacist. And so I understand what it's like to come out of school and have hundreds of thousands of dollars of debt on us. But guess what? He's making, you know, hundred, hundred and fifty. If we're lucky on a good day, we're capped out. It took us forever to pay back our student loans. But as dentistry, you have untapped and uncapped potential. And so for me, you get to change people's lives, you get to give them confidence, you get to help them have better health, and you're able to make people smile like.   I can't think of a better opportunity to be a part of. And I'm not just Pollyanna over here. I coach hundreds and thousands of offices. I've seen the good, the bad, the ugly, and the in between. But I'll tell you, depending upon how you choose to view this, you can either find the good or the bad. And I'd recommend like, let's find the great because it's a gold line of opportunity if you want to see it. What what do you say to dentists who say, Mm-mm, you know, I I really don't want to complain really a bit. I mean, on paper my   My practice looks perfect. I got two hygienists. I do a million dollars. I do all this, but just internally it just feels chaotic and stressful. So it looks like on paper he's doing everything right. But she says, I still feel like chaos and stress. What's what's that about? I think like welcome to being a business owner. I think that there's two sides of success. In the word success, there's literally the word suck. Like there are parts of success that are going to suck. Like that's just how it is, guys.   And so that chaos and internal turmoil, I think I there I have lots of offices where you don't have to be that way. And I think going from like operator doing all the pieces, being stressed out into like a CEO of a business. ⁓ I think sometimes dentists are such gunners doers, they're so hands-on that they have this internal chaos. But there there are paths again that don't have to be that way. But I also think this is part of the game of business that we signed up for. And I think when you get to the level like Howard.   You've seen, I've seen over our career, we've got the gunners and the doers and the like zero to two year business owners. Like it's freaking chaos. It's psycho. Like you're learning these things just like you're back in dental school. But as you mature, you start to realize that the chaos is just part of the game. And the more you're able to learn to weather it, to see it, and to not do all the pieces, elevate your team, get great people, do like hire it out. You can hire, I mean, a practice is doing a million and you got great profitability and overhead.   You can hire a lot of great people to take away a lot of your problems. And so like, let's get some of those things done. And then you actually become happier and you make more money. So that you don't have to sit in that chaos. I think that there's a part of it that will always suck. but there's also a part that can really be the successful part too, that's fulfillment and enjoyment. But you got to make the steps and take the steps to do it rather than just sit and complain about it.   Love it, love it, love it. ⁓ what do you what do you say about the ⁓ the dentist who got out of school, goes and works for a major DSO, say say he's working for Rick Workman, Heartland, and he works there two years, and you know, he you know, he's working for a guy that owns eighteen, nineteen hundred dental offices, but he can't tell you the code for a profit. Can't he'll say, like, you know, are they paying my pay right? Really? You can't check at you. I mean, it it's like   It's like they'll listen to a forty hour lecture on the difference between two different composites, but they did I mean th they worked through two years, they don't know insurance codes, they can't check out a patient, they don't know the software. I mean, I had one guy tell me, ⁓ the only thing you could tell me about the practice manager software is the brand name. He couldn't tell me and then he's asking me, you know, it what which one you know, but anyway, do you think do you think a dentist doesn't need to know all the business details?   Or do you think that's a blind spot and you can't delegate anything till you can do it and master it? I think that there's two types of owners. And I think that there's some that are really great at hiring people that they are great at hiring people, knowing it, listening to podcasts, hiring coaches, training the team, and like having somebody spot check for you. Then there's others that like they've got to know the ins and outs. But I think that like Howard, there's   To me, there's also a middle ground where I think that you can go sit with your biller for one day and just like say, like, walk me through your process. So you have a general idea and an understanding of what they do. Go watch to see how they schedule. ⁓ I think when it comes to billing, I do think the dentists have a very big blind spot. And to me, that is like as a business owner, not to know how your money comes to you. To me, that feels like a pretty big blind spot of like even just understanding that knowledge. And so   If I were to say, I don't think you need to know the ins and outs. I love like I recognize this. I was a business owner of it. I own practices. I worked with hundreds of dentists at Midwestern University's Dental College. Like, I hear what you guys are taught. Plus, I'm a team member on the other side. And so I created a billing course and an office manager course because I just want a dentist to know like, what should I be able to expect? And I think like if you want to just have a general overview so you don't get blindsided, you you can have it. I think you can quickly within like a week.   Know the bulk of like everything you need to know in a practice very simply, very easily. So that way you can delegate. That way you can have it. You're not gonna be perfect. but I think just having a general awareness. And then I love to give doctors just a quick checklist, like once a month, go spot check, go grab an EOB. Even if you don't know what the heck that EOB is, go ask your front office for it, check it. And just the more you learn that language, just like the language of business, I think it doesn't need to be an overnight sensation.   But I do think the more you're aware of it, I don't think you have to do every single role though to be a successful practice owner. And I mean, shoot, if Heartland can do it, I think it's a good example. But I think who are you? And are you a hands-on tactical person? Are you somebody who's really good at hiring people, t trusting other people, getting the checklist and spot checking? I think you can do it either way. But my recommendation is like just like one week, go like sit in every seat of your practice and get a general awareness and educate yourself on the things that you don't know. I'm really big on money, understanding at least how insurance works. And then also how do we like   present cases, what are kind of the flow that way those big zones that really impact your financials, you can you can be aware of. So those courses, those online CE courses, your website is The Dental A Team. The Dental A Team. Now I think the A Team, you need that guy with the Mohawk and all the bling. I mean that's who I am in my like spare time. This hair is just a facade. Like, you know, I hang out as Mr T. Mr T. Mr T, Mr T, yeah.   That's why I was thinking the A Team, but is that on your on your website, the th those courses? Yeah, they are. So we have an online library, it's all C E. We've got downloadable checklists, we've got operations manual. You got it. That's exactly right. And Howard, in real time, I'll have our marketing team actually put together a code. If you guys put in Dentaltown, since you're listening, we'll make sure that you guys get a coupon code for that as well. Well, since it's my compass podcast IRS that you just put Fabio.   you want Fabio? Okay. well in that case. So ⁓ so is I also see you have a ⁓ Summit twenty twenty six is live on Friday, April twenty fourth. Grab your ticket. Where's where's that show gonna be? Is it Reno where you are? You know, that's actually virtual, Howard, and it's one of our like favorite comebacks constantly. And the reason I do it virtual, people have been asking me for years, like, why don't you do it in person, Kiera? And what I found is   Because it's so like again as a team member, I really struggle to get my team ramped up, amped up, and have it be financially affordable. So what I found is if we can have it virtual in your practice with your full team, you guys are able to get this boost and surge of energy and have a good time. So it's for leadership teams, it's for doctors. ⁓ we've been doing it for six years strong and we tend to have hundreds of offices. You get your whole office there, you have a good time.   But yeah, it's virtual and it's C E and it's a great time. ⁓ I attend a lot of Tony Robbins, a lot of Brendan Bouchard, Rachel Hollis. So we've learned how to do people have told me the online experience is so fun. ⁓ we just get continual people coming back year after year after year. So yeah, come join us. It'd be a great time. I love Tony Robbins because ⁓ you know, my boys they wrestled year round from age five to fifteen.   Yeah. Made our garage. I got two real wrestling mats from the manufacturer in Pennsylvania delivered by an AJ Miller. So I never ever parked in my garage ever. And we would we were listening to that Tony Robbins 30 day, 30 day personal power. Yep. And then I and then I bought my first laptop when I went to MBA school. And so I took notes on it. And then when I was done, I I ⁓ closed down Saturday and I went to a studio Saturday, Sunday, and I ranted out my notes.   And I said, this has got to be 30 hours because I mean it's still Tony Robbins 30 day personal power. And that was the 30-day dental MBA. ⁓ and it worked out to be about thirty hours. But I'm telling you, the pandemic changed everything. That was when ⁓ online CE at Dentaltown just went through the roof and it hasn't come back and dental meetings haven't come back. Cause why do I need to fly to Chicago to listen to you if I got a Zoom call or   or streaming video or this event. I mean, I mean, just think of the plane ticket, the hotel, the sitting and attending. If you're in Phoenix, you know, just to get to New York is a five hour flight. I mean, why I I gotta fly five hours each way when I could see you on YouTube or a podcast or or whatever. But I wanna but I want to go back to that pandemic because that pandemic, I really think the reason you can really do this so successfully today is because of that pandemic. That's why we realize   I don't have to be in the flesh to learn knowledge. And and like I I I feel fine talking to you. I me too. The only thing I regret is teaching my mother how to do that. I got her FaceTime and all that kind of stuff. And because she calls to tell me about ever every one of her exciting things is junk mail she has. She's eighty seven and she believes every piece of junk mail. I love it. She's always free freaking out on her junk mail. But but I want to talk about the pan the dark side of the pandemic.   And that is a lot of people think about 20% of the hygienists left to practice. Before, you know, when I got out of school, your labor was supposed to be twenty percent, your overhead was supposed to be fifty percent. And by the time it was it didn't even take 10 or 20 years, and and due to insurance, I think not keeping up, ⁓ overhead went to basically two thirds. It went to about sixty-five percent and labor went to about twenty five, sometimes twenty-seven percent.   I'm hearing thirty percent labor all the time. And I mean I mean I'm talking about serious dudes who know the business of dentistry. And I don't I don't want to get my buddy Rick Kirstram out of me. He owns a hundred comfort dentals and he said he can't he said he's got the mean and lean where labor is twenty. He says he's got mean and leans with labor at twenty-eight, twenty-eight and a half. So so the the pandemic is ⁓ it that was five years ago. Why do you think it   seriously impacted labor cost of the pandemic. I do, Howard. And I think I think we kind of have this perfect storm, right? Like I think we've got multiple waves coming at us that have impacted. I think the pandemic pushed out those that were like, you know, I'm done. Like, like I'm good. I'm at the end of my career. I don't really want to do that. ⁓ a lot of hygienists are female and I think a lot of them realize they did not need two incomes anymore. And so it's like, you know, I want to be with my kids. I want to be home.   And then hygiene schools don't pump out a lot of hygienists and it's usually like a two year span. So yes, I have actually seen like hygiene is it really did, and then it clicked up. So the cost of hygienist has gone up astronomically. I mean, I think the highest I've seen of a hygienist being paid was 85 an hour. And to me, I was like, at that point, that was up in ⁓ it was up in Washington, up by Bellevue, Mount Vernon, that area. And I literally saw the the posting for 85 plus a a bonus, and I was like,   Screw that at that point. Like in all respect to hygienists, I'm gonna hire a dentist for that cost. Like I truly will. And that's not being disrespectful. It's just like a dentist is a more multifaceted. I understand they are not great hygienists, but if I have to and I'm gonna be putting this number up, like we've got to get to a space where it does work. So yes, I do. However, there are more hygienists coming onto the market. I still know that this is one of the hardest things, but ⁓ I have a practice that's out in Maui, rough life, huh, Howard? I get to fly to Maui to go do work, like.   You know, shout out to that office. ⁓ but what we found is we were able to find a way to get the hygienist to be paid exponentially higher by doing assisted hygiene. And so I think I'm seeing people innovate. I think I'm watching them create. I think I'm seeing people do some more outsourced costs in the front office. And so they're able to then offset the costs of the clinical team. ⁓ I think that people are just getting innovative and creative. And what I want to highlight is while this feels annoying, this is also business. And if we don't innovate and if we don't continue to evolve,   We actually decay and decline as an as an organization and as an industry. And so I know it's annoying and I absolutely empathize. And you're right. Like for me on our payroll, we're at 30%. Like I've had that as our metric for our clients for the last five years because payroll costs have gone up. But I'm like, but just because they've gone up, like let's look at several other industries. I mean, we're not here to like love on or hate on McDonald's, but I'm like, they have kiosks. They figured it out.   I checked in at a hotel in downtown San Francisco. There was no person there when I checked in. It was literally a person on Zoom just like this. I clicked in, they said hello to me. They took my information, but they didn't have to have a physical body in the office. And I think with AI and technology, dentistry is going to evolve, but I think the art and the care of patients does not need to evolve. And so, like, let's put our dollars where that matters and let's be able to look and innovate in other ways that keep our costs low. ⁓ I still think dentistry, I mean, why is there a one percent default rate on loans? Like,   Banks are still lending. We had the first down year of DSOs last year and the first uptick of private practice last year. And so when I look at these things, like it is still a great business to be in, even though labor costs, like, guys, again, it's just another flavor of business. So like let's figure out how to innovate. Let's figure out how to do it. And like, yes, I'm gonna pay for great people. I see team members as assets, not liabilities. And I'm gonna cut and chop on other areas that I can, but I'm also gonna be smart with my labor costs and make sure each person hitting their KPIs, they've got numbers that they're driving.   We are running this as an efficient business while like loving and taking care of our patients at the same time. I'm glad you mentioned bank loans because it's less than one percent default rate. Yes. All the defaults have the same thing in common. They all had their license taken away. Right. Always. And and if it's for drugs or alcohol, they now treat that as a medical disease. And the dentists still say, Screw you, I'm not gonna quit doing biking. And then they run south of the border. And that's why whenever you find a dentist down there that looks like me.   They're running for free Vicada. They they they said I'm not peeing any. So unless you, you know, do something just horrible. I mean, and you know, you have you have to get your it licensed in your way. But I w I wanna tell you about you know, there's just so many other things that you can focus on besides labor, like increasing their productivity. ⁓ I know dental offices. you can get a full if you pay a dentist in the Philippines five dollars an hour.   You get the best dentists in the Philippines. And I and there's dental offices that with Zoom and things like that are doing all their insurance and their claims and all that stuff. I mean, ⁓ so the with with with ⁓ with the internet, I mean you can literally have someone ⁓ be at the front desk ⁓ on a on a kiosk that's actually a dentist from the Philippines from five dollars an hour who when he's not busy can be calling your insurance companies all that. I I want to ask you another thing that's really hot on Dentaltown.   today. Everybody keeps talking about these dental insurance EFTs versus virtual credit cards. but basically everybody's reporting that major dental companies like even Delta are gonna stop sending paper checks and you gotta do it all electronic. And I guess that that electronic could be free, but it could be you know it could be another three and a half or three percent credit card fee on all your claims. Or what or what are your thoughts on all that? I'm hard on that   I have and I'm a hard no on the credit cards. Like, why? Why are you doing that? EFTs are so fast. Like there's absolutely no reason to be paying this. Explain to my home. A lot of them don't even know what a EFT. Mo I I bet 80% of the the dentists listen don't even know what we're talking about. Will you explain it? Will you explain it like I just graduated from dental school eight minutes ago? Of course. Well, I think that this is also where going back a little bit where you said, like, do dentists need to know the business? To me.   You don't even have to know that much, but I want to just challenge you that if you're getting a three, three and a half percent cut on your payments for quote unquote ease, that's a real big hit. And I would just challenge you to think about like for what and why. And so coming in, there's different ways the insurances are going to pay you. So they're gonna pay you via paper check, they're gonna pay you via EFT, which is a electronic fund transfer, or they've got this new thing where they're gonna pay you via credit card. And like honestly, to me, the credit card is so scammy.   And I've talked to so many people and like educate me, like, why would anybody do this? Like, I cannot comprehend. Like, I'm already taking a cut on insurance as is. Like, thank you for my marketing fee to be an insurance. Like, that's how I view that that write-off. Like, I know you hate it, but you're also gonna, you're either gonna have to do that, or you're gonna have to pay for marketing to bring in fee for service patients. So, like, again, let's just think about that. But I'm like, so I've already got a cut there, but I'm then gonna take another hit in addition to that for a credit card ease.   So as we're talking about that electronic fund transfers, they deposit straight into your bank account. The reason that some offices don't care for electronic fund transfers is because like trying to match it up is a like it kind of dumps and chunks into your bank account. So all you need to do is help your team members. Like there's ways that you can have it where it automatically emails your team when that comes through. So then they can go online and they can find out what the EFT was, so then they can balance and like enter it in.   I do think dentistry software is so dated because what happens is when we get paid from the insurance company, we get either like it's called an EOB, it's an explanation of benefits, and it's like batch checks. So when they dump this money to you, Delta's gonna give me like 20 grand. But like, who do I allocate that 20 grand to of all these patients? So that's I think where some people have like, well, electronic funds are so annoying and this and that. But I'm like, they're very quick, they're very fast, they're a lot safer than paper checks. Paper checks people do get embezzled on.   That I literally see no reason. Like, I don't care if you get it like one day sooner with a credit card, you are paying a huge hefty fee on that unnecessarily when electronic fund transfers are pretty much just as fast. Like maybe a like smidgey of a delay. But to me, that's a that's a very worthwhile smidgey of a delay. Because you're getting your payments so much faster. And as long as you're staying on top of it, you should still be able to maintain a 98% collections rate, even if you do checks or if you do electronic fund transfers. It just is so.   So dumb. I've yet to see a reason. But to me, I'm like insurances are so smart because it's just another way for them to take a chip out of what they're paying you and to have it come back to them. So again, think of the motive as to why they're offering. These people are not dumb. Those insurance companies, if you've ever gone to a business who's the biggest building in the entire city, it's your insurance companies. They're not dumb businesses. And I think we need to be smarter business owners that out think that. They always but Delta always says, we're   Yeah, so is Rolex Watch. Rolex Watch is a non profit. And and some of the CEOs of some of the anyway, we won't go there. But ⁓ yeah, ⁓ so what other ⁓ besides you know, when when someone tells me about their overhead, I tell them, look, I can't call the government and have my tax rate lowered. I can't call the nuclear power plant SRP or APS and tell them to lower my electric bill. I mean, something I i if the hygienists can   Wants a dollar an hour and if I say no, I'll give you 75 cents and she can go get a dollar across the street. I mean the market sets many, many prices. So the only way to fight that back is to ⁓ increase your productivity. You know, I mean if if if you have a dollar in labor and they do a dollar in dentistry, your overhead is a hundred percent. But if your dollar in overhead can do two dollars in dentistry, now it's down to fifty percent. So how so ⁓ are there other   ⁓ hidden gaps that are quietly draining profitability, or has it just come down to production? Or is it both I like I'm so glad you brought this up because I think like it's so easy to sit here and say, like, dentistry's not profitable. But I'm like, go find me another business that has a one percent fell rate that usually can run twenty to thirty percent profit margins if you run a business right. And this is not just Kiera sitting here fluff. This is like I got real clients running at these margins consistently. They've got large practices, small practices.   And so when I look at this and I'm like, okay, how do we make this more efficient? A lot of people want to go to the first thing of like, let's cut insurances. And I'm like, yay, pop the confetti, but be real smart. Because again, you're gonna then increase marketing fees, you're gonna lose a lot of your patient base. Like, let's just think through the ramifications. And so there's lots of different ways that we can increase productivity and not have to go for the cut. So I look at three levers that I found that can increase a practice. So one is we can increase our production. We're talking net production, not gross, like please feed your family, not your ego. So that's number one.   Number two is what's your collection percentage? Cause half the time doctors feel like they're broke and they don't have money, but your money's sitting in AR, which is your aging reports or your accounts receivable. We're not collecting the money and we don't have a good billing process. We got to get our collections up to 98%. And then the third thing is like we cut costs. And so looking at that, a lot of people want to go to just cut costs. I'm like, but in dentistry, let's break it down. If I want to add 10 grand more to my practice.   I love to help teams. Most offices are working four days a week. So if we're wanting to add 10 grand to a practice, working four days a week, let's do 10,000 and we're working 16 days a month. That's an extra six twenty-five a day. Well, how can we make six twenty-five in a dental practice? Let's think about our fluoride applications. Let's think about FMXs. Like I'm just talking, this is your lowest hanging fruit for you. Let's talk about could we add one or two fillings? Could we add like same-day dentistry, which is going to make more raving fans for our patients? There is so much ease in there.   Now, to increase our production, we can also look at our case acceptance. Doctors have so much case acceptance. And also, what are we diagnosing? I'm like, doctors, if you want to be producing 100 grand a month, the statistics are you need to be diagnosing three times that amount. And then we need to make sure our treatment coordinators are really good at diagnosing explaining treatment to them. They're not diagnosing, but they're explaining the treatment. They're presenting it in a way. We're not using insurance as our main driver. We're using it as like a coupon. And then we're really good at our follow through and our follow up.   Gotta have a right person, right seat in your treatment coordinator seat that's obsessive with hitting the right goals. And so there's like so many little ways. Like you can in I have added block scheduling, which I know is like a consultant's number one favorite thing to talk about, but like make it really make sense and easy for your team. I've added a million to a practice with no extra days, no extra work. We literally are just being more strategic with how we schedule. And so there's just so many little ways that I want dentists to realize like,   To me, I get really excited. This is where I geek out as a consultant. I geek out and I love to help that is because I'm like, how can I like squeeze more juice from the lemon you're already in? Like, let's just make more lemonade. Let's figure out ways to do it. And then let's make sure our costs are effective. So we teach your teams how to look at the business as a business. We teach each team member about their one KPI that's really going to drive it forward. We help them track. I just did this with an office manager this week and she's so lit up to look at her numbers, to look at her metrics, to see how she can do it.   And when they start to see how they can click it through, it's not you trying to push and drive more money. Like doctors, I tell everybody, every team member, you want your doctor to be so freaking profitable. Because if they're profitable and they're like they're secure, your life is so much better. So like I'm like dentists, we got to get you profitable, we to get the cash flow, we got to get you less stressed because you're gonna be a better dentist and a better business owner. But how are there's so many little easy ways where it's just low-hanging   Typically I'm able to add 10 to 30% of production in usually 90 days to an office, like very consistently with just small little reps, no real extra work. How are we doing our exams? Are we being directive in our treatment planning? Are we using like, okay, next visit I want to see you for this? And when do I want to see you back? And how much time is this going to take? Like, let's break down the barriers of treatment planning. There's so many little simple things that if you just implement, you can be very profitable very easily.   And then look at your P L. If you're not looking at your P and L every single week or month, like just being aware, getting into the language of business, that's also gonna help you too. So yes, cut. ⁓ but I found that it's always a lot easier to make sure our collections match, our production matches, and we use those little low hanging fruits. ⁓ and it's there. Like dentistry is such a magical, like, like it's a great lemon tree. You can make a lot of lemonade out of a dental practice. I want you to tell me if I'm right or wrong or or   I think I think there's two threes to double your price. Number one, if three people call your front desk, one is going to come in because they're smart and they need to they know they need to get their teeth clean. One isn't gonna come in for anything and you can hear them vaping and smoking and drinking beer and eating Cheetos on the call. But one out of three needs a little extra push. And if you train the person answering the phone, they can close that one out of three. And if they do, they doubled your practice. Then when they get in, you still got the now you got three people in chair.   One's gonna do what you say because you're a doctor and they've done their their author search and and you say they got a cavity, they're not gonna argue with you. One's not gonna do anything. In fact, in fact in fact I was like I had about a dozen patients that in the middle of my treatment plan, they asked me if they could just take a cigarette break ⁓ from my presentation and they went outside, had a cigarette, came back. They're gonna do it. But the other one in three needs some some closing skills. And so if you if you can close on the phone   You doubled your practice. You you got two butts in instead of instead of one. And if you fix your treatment plan presentation, you're gonna do two cases at one. And I think it's so funny now because the dentists have never let their hygienist or assistant, let alone receptionist, do any diagnosing treatment plan. But now AI, Pearl, and Overjet diagnosing all the cavities. So you wouldn't let your hygienist while she's in there for an hour.   Diagnose and treatment plan and sell the dentistry, the assistant while they're taking FMX, they they can't point out, yeah, see, that's a cavity, you don't need a filling and a root now. yeah, they couldn't do it because they were humans. But now Pearl and Overjeck can do it all day long and you're good with that. I mean, so so what how do you how do you double the close rate from one out of three to two out of three on the phone? How do you double the treatment plan acceptance rate from one to two out of three? Yeah. Do you do you agree those are possible goals?   Absolutely, Howard. I think again, this is the low hanging fruit that people are like, but that feels so hard. And I'm like, choose your hard. Like, is it harder to spend a little time with a front office and train them how to do this? Is it a little like, or is it harder to be cash flow negative? Like you choose what's your hard to me? Absolutely. Let's go after that. And I agree with you. Like teaching a team to preheat an oven, I call it what would doctor do. And so like, let's train our hygienist.   Like I tell all hygienists, doctor should be the second opinion, not the first opinion. And you got Pearl and you got Overjet. And so just spending a little bit of time with your team. So what we typically do for case acceptance, like let's go hit that one quick and then we'll talk about scheduling. Is I'm really big on let's get the whole team where we're talking the same language. So we recommend, like, what would doctor do? I recommend you run this over the course of six weeks, is typically how long it takes, anywhere from six weeks to maybe three months.   but we're gonna sit there and we're literally going to go through. We're gonna pull up an FMX. We're gonna do it one day over lunch. Hygienists, doctors, and if you want front office and dental assistance, rock on. But really, I want my like people that are seeing the bulk of my patients with doctor and hygiene. We're gonna look there and I want all of our hygienists to start like if we have an FMX up there and the interaurals, what is doctor going to recommend and how is doctor gonna talk about it? We're not just gonna sit here and have a nice little chit-chat. We're each gonna write it down because I wanna make sure every hygienist starts to get very, very comfortable. And the goal that I tell all hygienists is   Your goal should be at the end of this, what would doctor do training over six weeks? And if doctors are really consistent with it, I'm like six weeks of training to be able to double your practice and increase your case acceptance to me is a very good use of my time. So if I can do that, doctors and hygienists, you should be able to have 95% accuracy with your doctors at the end of this. And they do it. So hygienists get really lit up and they get very excited about it because now they're able to preheat the oven. They're able to talk to patients about it, use Pearl, use Overjet.   And then doctors, when they tee it up to you, and I say like hygienist, you've got to be the ones who first like introduce it, talk about it with the doctor as soon as they come in, but be real quick. So we introduce the patient, we compliment the patient on something, we recap the treatment that's discussed and we say something personal. Hygienist, you do that, your doctor exams will be much shorter for you and doctors will love it because it's very quick. If we can get that dialed in, and then doctors, you have a very like confirm the treatment.   then recommend exactly what needs to happen. And then we take that same baton up to the front office and front office, we schedule first. We then present the treatment. We use insurance secondary. I'm never leading with insurance. You do these little items which seem like, ⁓ no, that's like very quick, easy things. You're going to rapidly be able to help those ones. And then I do a two two two follow-up. So if they did not close for me and I'm going to go through it and I'm going to work through and I'm going to track all the people that didn't say yes to me and all the people that did say yes to me.   I'm gonna look for patterns. What are people saying yes? Like those are easy ones. Those are the gimme's. Those are the easy patients that Howard said. I'm looking for the people that say no and what's my pattern in there? And how do I change my verbiage? Because treatment planning is 80% psychology, 20% skill. So like what are you thinking? How are we presenting it? What are the words we're saying? One or two little changes usually will close that. What are the patterns and how can I get that number up higher? And I follow up with them in two days, two weeks, two months to make sure that they don't follow off.   People are like, Kiera, you really make your treatment coordinator do that? And like, yeah, I was your treatment coordinator that closed $50,000 same day. And this is exactly what I did. This is how I've trained co offices across the nation to do it. You just have these simple little things that help them out. And then you flip over to our scheduling. Like, I think scheduling's easy, Howard. I genuinely do. I'm like, half of it is just be nice. Like you got the COVID crank, and so many people are so grumpy and so like.   Annoyed when they pick up the phone, then I'm like, you can already leap your ahead by just being nice and being excited to welcome a patient. Then take like charge of that conversation. So let's take the ownership of that conversation. If someone's Do you take my insurance? I'm going to quickly redirect and say, my gosh, how did you hear about us? I'm going to answer that, but I want to find out how did they hear about us? If it's our Google reviews, if it's a referral, if it's somewhere else, I want to like say, my gosh, you're so lucky to be here.   We love our patients. We love our reviews. I can't wait for you to be a great raving fan too. let's talk about this. I can everything can be overcome. Please do not let being out of network stop people. It's a thousand dollar coupon and we're turning people away over that. No, no, no. We are better than that. And if we are the best dentist, they need to be coming to us. We need to win these patients over, make them feel so loved. Let's get them scheduled. Let's make this a great experience for them. Let's make them feel so excited. I did it with PT called like six offices.   And the office I chose, like so many people were annoyed I was calling. Can I put you on hold? Can I do this? And I was like, no one really wants my business. If you're just nice and you take control of that conversation, you can easily turn and transform your practice. So hopefully that was like not too much. I like I love these things. I love training treatment planning. I love training how to like take control of a phone call. I love helping teams overcome those little simple objections because it's very, very simple things.   that make massive leaps and bounds of change. And it's a great way to double your practice very easily, like you said.   The Dental A Team (36:13) All right, Dental A Team listeners, that was the guest interview that I absolutely loved. And I hope that if there was one idea that stood out to you, don't just agree with it, but actually go implement it this week. And if you need help setting this up in your practice or you need help just navigating or need a friend, head on over to TheDentalATeam.com and I'll be able to help you guys out. Click on the book of call or any way that we can support and serve you. That's what we're here for. That's what we're obsessed with. And as always, thanks for listening and I'll catch you next time on the Dental A Team podcast.

Recorded LIVE at the HPX High Performance Expo, Charlotte NC, June 2026. Speaker Tony Whatley challenges owners to ask whether their company would grow if they disappeared for 90 days, arguing many entrepreneurs accidentally build high-paying jobs that buyers won't want. He explains that businesses with the same revenue can have very different valuations, from owner-dependent chaos (near-zero value) to profitable but messy operations (lower multiples) to a predictable "money machine" earning premium multiples. Valuation is built in the 2–3 years before a sale, yet only about 20% of listed businesses sell, often due to owner dependence and risk. Drawing on his ls1tech.com exit, he outlines six drivers of enterprise value: predictable revenue and diversified acquisition channels, documented processes and SOPs, reduced owner dependency via teams/KPIs/decision authority, KPI-driven management, building a brand beyond the founder, and cleaning up financials, contracts, and records to reduce buyer risk.   00:00 If You Vanish 90 Days 00:47 Three Business Valuations 03:20 Exit Timing and Odds 04:34 Founder Exit Story 05:39 Six Value Drivers 05:47 Predictable Revenue 10:18 Document Processes 14:19 Reduce Owner Dependency 18:22 Measure What Matters 21:45 Build a Sellable Brand 24:45 Clean Up for Buyers 29:37 Enterprise Value Scorecard