Hey, good afternoon everybody time steward here I'm with Liz Trotter our guest today is Derek Christian. This is smart business moves I'm on we're doing sales today Yeah I'm glad we're doing sales today marketing really talking about marketing just tied so smoothly into sales I feel like we need it. Yes side It's a good way to start And you know I get all warm and fuzzy about KPIs Liz Doesn't take much Yeah, I do now it's it's material So Where do you think that's happening normally up in the top right?  I don't think that helps.  So we'll see hopefully it'll be okay Yeah why oh On my on my laptop. I don't have I Can't I can't add things like add people or add comments in You've probably never logged in as admin there.  I just noticed that and turned that off. Maybe that'll help Are you late to something or was that no, I had a schedule at four o'clock, but I was stood out I Wonder who would do something like that to Tom. I can't even believe that You're just beyond beyond comprehension Liz and I had a call schedule, but I think it snowed or something and it messed her up Well, I mean, I'm gonna use the snow It's like two-day old snow No, it's knowing oh it's snowing again. Okay It's been snowing for a couple hours now. That was supposed to start till tonight. So oops Yeah, how's the travel anybody get kind of hung up delayed any any of that mess Yeah, a couple people. I don't think anybody got canceled, but quite a few people got bumped or maybe not quite a few the last I heard three people Excuse me had gotten bumped and So they were gonna be coming in late somebody's not getting in until like midnight tonight Which is really hard, you know, it's an hour drive down here the event starts tomorrow morning But what are you gonna do travel right now, right? Yep, is what it is We haven't seen you in a while Derek. What's been going on in your world? Oh Craziness actually just bought another rental house this afternoon. So that was my latest fun. Oh, cool I guys still buying the big house up on the mountain by the tree No, we wanted to but it got it gets scary when you're building up there builders say things like oh, I don't know Somewhere between 800,000 and three million depending on conditions and that's a little bit of a range Yeah Little bit.  I mean from up from an architect you take it to a builder They look at it and they can give you well This is literally like virgin land on the top of a mountain So it was like well We're gonna have to do some surveys to figure out what the soil is made out of and depending on the answer The peers are somewhere between this and this and we might have to anchor this far back and the water Somewhere between 200 and a thousand feet down for your well. And yeah, it's just there were a lot of Somewhere between these two really big numbers Then you do the environmental studies and hopefully we aren't gonna be dislodging some endangered species or something. I mean The numbers got real big real fast if anything anything came in wrong So we're like, you know what? I think we'll stick to subdivisions Well, it sounded all cool and glamorous to build on the side of a virgin mountain it the numbers got scared It was kind of scary driving up there too to be honest I was like this road is really thin and really bumpy and really windy Imagine it when it's We're also told when it snows you need to plan to spend a week or two Well, I think you made a good good decision there. They're a good decision All right What else is going on in the world? Anything Well, Liz you're you're in Colorado. You want to share? Wait what you're up to and while you're on the ride Yeah, I'm at Laura Smith's event.  Event time operational excellence. It's a three-day event here in Fort Collins It's completely sold out. So if you're thinking oh, I can make that I live really close. Sorry sold out There is an online version Full that is going to be doing the same thing. I think next month. Is that right there next month? Yeah, I believe it starts in February February Here I think there are rational excellence You have a URL formulas I'll pull something up it was just a AI I've got the name of it not evite but one of those platforms that host events for you I'm with you. I can find her on Facebook. Yeah, I got it. I'm almost there I'm not even trying I Know let us do all the work Yeah All right, so anyway, there are about 40 people coming here from all across the country and Flying in driving in I've met already with at least six different people That have come in. I know Denise Baker. Hey Denise is Already here. I know Nina and Derek Hazelwood are both in the house already Sandy from natural care is here Sprutter daughter, which is fun Let's Ashley Matushka is here Lawrence is here. There's a there's actually a good chunk of people here we ate at snooze today and They gave us free food It was fun. Okay. Why did I give you free food? We didn't know about maybe three quarters of the way through the meal they came out with this beautiful platter that had a big Pineapple pancake a big blueberry pancake and then some French toast called I can't remember like all the while or something like that and that stuff was Amazing. See there's Denise.  We need to do this. We need to do this. She's leaving without her coat With no sleeves on her shirt coming outside and come back get your coat Should have seen her yesterday when I was setting up the snacks and apparently I did not arrange the Kind bars artistically enough, so you don't just dump them in a bowl I'm impressed you have kind of much less they have to be artfully arranged They're very everything is being arranged very artfully over here, you know, that is also not my strain So, yeah, no no when the iron came out for the tablecloth, so I was like and I'm out Exceeded my you've exceeded my level of design, so I'm thinking about past Foundations events and our setup routine for that. I can't imagine ironing the tablecloths. Yes, I can't imagine tablecloths No, she wanted to iron the gift bags, but we got her to admit that was a little too far Yeah, I'm looking at the gift bags and they're in pretty good shape I'm like did they actually decide to iron these? Why don't they look so good? I was expecting them to be really wrinkled All right, well, we should get started with KPIs I think That takes time I dare When it comes to sales KPIs, it's actually kind of funny because like a lot of key performance measures The top line one the one you watch is actually pretty simple And that is basically what percentage of your leads convert to either one time or ongoing service And we track those two things how many go to one time and then how many go to reoccurring and we track it that way for a couple of reasons First of all if it gets to one time we at that point I wouldn't say we consider the sales person's job done because we would have wanted them to try to sell them on reoccurring But what happens on that one time makes a big difference whether or not it can go to reoccurring So I want the sales person to sell something and then I'm hoping that my cleaners do a fantastic job and convert them And so that's the top line number that you watch Because at the end of the day as long as that number stays in the right range You don't need to dig into any detail. That's kind of the truth with a lot of your KPIs You sort of want to have a dashboard number Which is your overall number and as long as that's in an acceptable range I mean if you're curious you can dig in more, but you can't watch every number So I just keep a real close eye on what percentage of my leads convert to One-time cleanings and what percent booked to recurring and if I notice I'm selling too many one times and not enough reoccurring There's a couple things that can be going on One of which is my sales person's being lazy and just selling one times the other thing that can happen Seasonally is you can fill up your schedule with one-time cleans and not have space for the recurring So we'll make a real clear decision certain times of years like holidays and you know end of the school year when there's you know Graduation parties and stuff that we do not want to book up our schedule with one times and I'll tell our person Hey, listen, you can only fill this many slots So that's the one thing we want to watch is making sure that we're not booking too much of one and not enough of the other And you can also have the opposite, you know For a long time We were so short staffed that we wouldn't book one times. We would only take recurring So we wanted to see our recurring number would be way higher than Now I'm pretty sure here where I am right now at Laura's at all star They're not booking one times right now. They're just started to it just started to again because they finally got fully staffed But yeah Yeah, I own reliable cleaning and four columns which pretty lives pretty much lives off of all-star scraps So when somebody calls and there's no availability like call reliable so Yeah, that's your that's your primary a marketing channel your lead Yes, I'll start rejects that Laura doesn't want okay So there was oh, sorry Tom. Did you have something? Just we might be asking the same question that you know when your salesperson gets lazy You sell more one times. Is it harder to sell recurring than it is one time? I Generally it is and some people are just really uncomfortable asking It it just seems easier to them to just like let's just look them once and see what happens I want people to just say oh, so you want every other service okay, so we're gonna do every other Tuesday and set that expectation and We're not really talking KPIs now, but sales process I do think it's a mistake that some people won't let customers book recurring You're like, oh, well, we do it one time and then we call and we follow up with you And I'm like no you have that person on the phone. Just book them. Just just get them on the schedule Yeah, get them to say yes, and then go back Well, you brought back to the question that I was gonna ask is you have Mentioned a couple of different times the right number. What what is that? What is the right number of? Sales well my advice is y'all you want to know your own number and get better because There's lots of reasons that your numbers can be different and we'll get into that a minute But if I'm not seeing About 40% of leads converting at a minimum and I mean all leads, you know Sometimes when I throw that number out people are like I sell 80% and then when I start poking at it They don't I mean someone who called you and gave or contacted you could be a web form Could be a home advisor lead somehow that you got a name address phone number email and some something that implied I'm interested in cleaning so I don't mean if you're gave away a Had a contest at a home and garden show and collected 300 names. I mean somebody that in some way implied I want a cleaning service They're looking for an estimate I I typically want to see a minimum of 40% now it can be higher It can be lower, you know, that's gonna vary based on your availability if you're booking three months out Which some people are you're not gonna close as a minute? so It's a little Dangerous to say you should be closing next percentage. I my point is you always want to get better You don't want to get worse. Yeah, you want you want to see somebody have I'm sorry Do somebody have Facebook like open on their computer because I'm kind of hearing a Reverb of what you're saying Derek about two seconds Yeah, cuz I think I might be slowing you down a little too. I Didn't know it was open. I saw the tab up though Is that good cool Yep Now another number that I really like to look at is what percentage of your leads did you even get to quote?  Because that has a lot to do with your your process Are you following up enough? Are you trying to get in touch with them? And if you're only quoting half of your leads then you can dig in a little bit More and try to figure it out. I Blame the prop process more than the salesperson For the ability to get somebody a quote meaning are you calling multiple times? Are you texting? Are you emailing? That's where things like software automations can help you get a higher conversion rate now once they get on the phone And you give them a price now I'm looking a little bit more of the the Sales ability of the salesperson so that's when I want to see the close rate of the people that you gave a quote To how many did you actually quote? Which you know, we're rambling without numbers here in spreadsheets. That makes it tricky sometimes Well, you can share your screen and pull up a spreadsheet if you want but these are all top line numbers I said your top line numbers. What percentage are you closing as long as that's in an acceptable range and getting better? You don't need to dig into the details But it's when things start to look bad or you want to try to improve it You want to look at the details and Tom I know you had this experience where you had a new salesperson come in and saw sudden increase in sales, right? Yes, it was awesome It makes a difference it makes a big difference if somebody has the the skills set to be persuasive And it can make a difference in the opposite direction, too. Go ahead So you're 40% number and I know, you know, there's a lot of things that factor into that Is that 40% of the quotes? No, I want to see about 40% of the leads convert to something And if and if it's lower than that I want to start poking at why and there's a lot of reasons why now We're getting into some more KPI stuff. One of my first questions is where your leads coming from, you know I want to look at lead source reports.  So you got to be careful about that If you're doing some of you know, pay I find paper click off and brings me lower quality leads I don't know why I don't know if it because it gets more impulse people But I find that people that find me on natural search And fill out a web capture form typically have a higher close ratio than people who do paper click I don't know if because that's more bots or competition. I've never quite figured out why it's just something that I've seen happen People who fill out a form on your website, you know If you don't have an instant way for them to get a quote are gonna have a lower conversion rate So those are all things that I want to look at is where did it come from because if you if you're getting leads Especially leads you're paying for and you never even get them a quote. That's a channel You need to stop paying for because you're never even talking to those people. I noticed You know, like you mentioned home advisor, I guess that's kind of merged in with Angie now If I understand how Okay, we're gonna get Derek on a rant So Angie and home You're paying for an ad on Angie's list when people ask for a quote from you Angie also sends the lead over to home advisor, which also sends the lead to handy So which they also so when somebody requests a quote from you like goes to your profile on Angie and requests a quote It also gets sent to home advisor and handy So which really sucks because Angie's less used to be one of my favorite companies back when it was Angie's list And they were actually about quality and things like that But man, they've just become terrible right now. I Yeah, I did this with someone the other day and was showing them the consumer point of view of Angie Where I'll go on to your business profile and request a quote and it says hey Thank you so much for requesting quote from reliable cleaning we also sent your request to home advisor expect for phone calls back and And they charge you for that pay for you pay for that yeah, they charge you On Angie where when people ask you for a quote, oh, we're gonna send it to four other companies to In the four people on home advisor paying for it as well, correct And then they send it to handy, which they also own who undercuts all of our prices And it yeah whole price it At 20 bucks an hour. Yeah So does it work the other way so anybody that calls the other company do you also get their leads? So is that how they even that out? Basically, if you pay for home advisor, you get the you get leads One of the ways home advisors are getting leads is anyone who requests a profile on a quote on Angie automatically gets Shut it over to home advisor now So so Derek from a KPI standpoint if I hear what you're saying, you know Your lead source matters not all leads are are as valuable as others Right and watch and watch it over time. I mean like I said for years Angie's list was my favorite one of my favorite websites But with the changes in ownership, I Mean your conversion rate on that would have gone from I used to see 70 and 80 percent conversion rate on Angie's list And now it's horrible last time I checked out with somebody. I think it was like six percent So you're paying for leads and closing less than one out of ten Wow Do you have Derek do you have numbers on? Um, like what people might expect from different leads like a phone lead You might expect to close the those at this percentage versus a website lead You might expect to close at you know much lower percentage. Sure um Honestly, Tom might have better numbers than I do on some of that stuff because of some of the stuff he's been doing But in general just for internally, I want to see somebody if somebody says they're a referral I want to see in excess of 90 of those closing if I'm not seeing referrals in the 90 closed rate I feel like my salesperson is doing something really wrong And I'm going to want to go listen to those calls to see what the problem is Sometimes it's availability in which case I'm like, yeah, that sucks. I need to hire more people um Could be price. Although honestly, that's normally not the problem I'm looking for you know, what it is but referrals should be extremely high When somebody says they found you on the internet, I ask my people to poke a little bit more and ask more as to what that means Because if they said they found me on something like next door, I'm also expecting a high close rate like 80 type percent because That's basically a referral a friend asked they asked on because they'll often tell you Sometimes in fact, it's interesting if somebody ever calls you and says my neighbor referred me if you poke at it a little bit Oh, what's your neighbor's name? Sometimes they'll say, well, I don't know. I posted on on uh next door and you were thrown out And but you'll log it as referral, but was it a referral? It was a social media mention So it's an interesting channel that we might need to watch But if people are saying that it was a referral or a social uh, not a referral, but like a social media mention I'm I'm seeing about 70 to 80 percent close rates on that Anytime somebody's on the phone. I expect to close at least half of those So if somebody calls in you've got them on the phone. You're talking to them live We want to see about half of those close and then it drops as you start getting things like web form fills because Some of those people you never get in touch with and those are people that are probably filling out three and four forms And looking for three or four quotes Yeah, and they're doing it like two o'clock in the morning and they so we're up the next day and forget the even dead right Or the fight they had that made them look it up in the first place was resolved So what we're really talking about here, I guess is a couple of dimensions. One is the lead source and the other is Motive communication. Are they calling? Is it an email? Is it a lead capture form? Is it online booking? Text and chat. I mean, there's so many different ways now that that that we have to interact with prospects and and Try to you know, give them a quote. Yeah, and phone is still the highest close rate without a doubt You get to answer questions At home, you're right in in home is in home is still the highest. I just don't know many people who do it But were you right when you get the person? Well, one of the people on the on One of the people on today Still does in home. That's why I mentioned it And it's a big investment in expense But if once you get out there, um, you do have a higher close rate and honestly it Part of it's because it's a better sales experience But it's also kind of a filter people aren't going to invite you out and spend their time with you coming to their house If they're not already halfway sold. It's just it's a huge time commitment So in home has a higher close rate if you look at the number of houses you get into But if you go back starting at counting at your leads and how many do you actually get to quote I would be curious to see whether or not the actual enclose rate is the same. Does that make sense? Yeah You know if if I If I have a hundred quotes come in I'll probably quote 70 of them if I'm able to use internet and phone and all of my tools If it has to be in home I never did in home. So I don't know the numbers. It'd be something I'd be curious to check and whoever does in home They might want to check but do you quote one out of three? Do you quote 50 of your leads? Because I quote about 70 of my leads in some way shape or form That's currently the ratio. I'm at if someone tries to get in touch with me about 70 of them end up getting a quote And I'd be curious for the folks that do in home And you said someone who's on here is what percentage are there people that fill out a form or in some way ask Do they actually end up in that house? So It'll be interesting Okay, so Linda closes 98 of in home. Yep That's pretty normal for the close rate for in home But Derek's question is how many Yeah, go ahead. How many leads do you get to end up in one house? Yeah, that's that's kind of what I'm curious about and I'd be interested in tracking And those are the actual quotes given I you know, I remember we used to do a lot of in-home estimates and I mean it was a Smaller number but still meaningful that you'd show up and the customer wasn't there And you kind of made the trip for nothing and those kind of hurt so Well, the other thing which has always been interesting to me This is where tracking lead source not just on conversion rates, but on lifetime customer would be interesting to me Tom guy who owns a software company can track this stuff for me is by lead source. What is your conversion rate? because Rohan Gilk he looks back in the day made an interesting point with me He was you know a lot for those who don't know launch 27 and online booking and he was explaining online booking And we kept stopping them and saying well Rohan, what about this special customer? What about the person that needs towels folded? What about all of these questions and answers that the website doesn't answer and Rohan kind of cut us off? And it's like, you know who books online easy customers They really don't care and they just want to get their service done And they want you to show up on time at a reasonable price And they're just really not special. So, you know what online booking does it filters for easy to please customers and I was like Oh That's really interesting And I wonder to what extent the people that actually want you to come out and see their house and see their special needs Are the opposite and they're the harder to please customers So I'd really be curious kind of by lead source or maybe how you presented the quote or something what that does to long term conversion and ability to hold on to customers because Rohan's belief was if you book online and you're that type of customer You're the easy to please customer and we all have these these are the people that when you've got a cleaner who sucks You're like, oh, you know what give her missus so-and-so because she never complains um And that's what that's what a lot of people do when they have a bad cleaner They get in the easy customers And his view of the world was online booking filters for easy customers because they don't have special questions Things are a lot different now, you know, because Because it's so easy to book online and everybody's so used to buying everything online now That I don't think that holds true as much as it used to I I could see how it creates the op and another problem people who book online expect it now when they want it How they want it and might be grumpy that you can't clean them on christmas eve because they're used to Go to amazon and ordering when and where they want and you don't have that relationship But these are all theories honestly Nobody's ever really tracked the data So it'd be it's something that I'd be interested in doing is sort of by lead source or how you communicate with people What would those long-term conversions rates be are not once again not conversion rates, but retention rates But actually no, we have tracked that this nobody's been tracking it recently um, I haven't heard it being tracked like especially the in home hasn't been tracked recently just Because so few people are doing it, but back in the day the You definitely had a lot or at least we did and the people that I talked to all had a much longer retention with in-home estimates So the people created relationships and they didn't want to let go of you. I mean Don't pull me on this But my memory is that it was like five and a half years was the average amount that you would keep an in-home estimate Uh, and that's you know, if we dig into the data if we don't end up doing more in-homes again and going to old school Yeah, but you know that the reason why they're doing it now is different than why they did it before, you know So it's a it's a completely different time Yeah Yeah, mostly people that want in-home estimates from us currently are picky people Old people that don't understand how You would even understand how to clean their house if you don't come to look at it More more like that, but back in the day It was just standard You're coming to my house because I want to look at your face That's why they had you come out. They wanted to see Right, they wanted to trust you and then all of a sudden we all started getting to strangers cars on a regular basis Yeah, so, you know, that's that's kind of interesting does the turnover rate for Say we're curring service sets booked online. Is that a higher turnover rate than Something it was a phone sale or an in-home estimate sale. Yeah, I'd be really curious just because I have lots of theories around it But I don't know if they're true Hmm Yeah, I saw time they have to Yeah, I'm I'm we might we might dig into that a little bit But don't anybody reach out to tom and ask him when those numbers are going to be available He's Yes, he's just thinking I'm adding that to the long list of features that we might add Hey, but if you can pull it and make a heck of an article and maybe a nice broadcast to talk about and press releases and such So main central interest the eternal question is in home really better You know, we'll make a really cool article in cleaning business today gratuitous plug We Are going to be uh, we've actually got more resources and we've got a lot more cool Content and a pipeline so CBT is going to 2022 is going to be a rocking you know for cleaning business today I got my article live Um, well we used to do a lot more We used to do a lot more content and honestly for a while there A we got busy and b it seemed like everyone was ignoring us for a while I don't know why so, you know, it's hard to hey being honest Um, you know with changes and platforms and technology everyone was hanging out in facebook groups And the idea that we were making a website a publication was like does anyone actually read this anymore? But we really started to take off So we've started doing a lot more and like I just did like a 1600 word article about how do you value your business? And uh, we've got When I saw that article, I basically copied it and pasted it in word to count the number of words. It's like, whoa Because I'm on I'm on cue to write an article next week and I saw how long derricks was so now I have to work a little bit harder Well, see the trick is I'm on a plane every friday now.  All right, so if anybody begins somebody's got facebook again Not me No, it's it's it's not I don't know what is going on our technology is being a pain but only to me No, I hear it too. I hear the feedback. Yeah, it's like sometimes when you speak your words come back I don't hear a dairy. I have a like a little bit of a crackle sound But I only get that when Tom speaks so Well, and if you're big enough, I also like another back to our original topic at kpi's Um, I like to track a close rate by person because that's also really insightful to see different sales abilities because For the most part assuming you're sharing your leads evenly between people that'll kind of let you see the difference in skills Um and seeing the difference of different sales people and their ability to close things You need to be a little bit careful, you know If one person answers the phone live and the other person Chases down web leads the web lead person is going to have a lower close rate But if you're sharing the leads evenly, um, I do think you can learn a lot by looking at lead source and how it closes And uh are by person and what percentage each person closes and after those guys Yeah, a lot of animals that I'll start those guys We used to have one person who would outsell everyone else practically two to one Um his close rate was that much better than the other three because we used to The way it used to be structured at blue skies is all the calls for the entire country went into one call center We had four people working there and one of our sales people used to sell nearly twice as much Have twice as good a sales rate as everyone else So most of the people close 30 percent, but he would close 60 percent Now there's a couple things you need to look at that. That's not always good um When you have a sales person who has a close rate that's too high encourage you to go listen to the calls Some of it's skill, but it's also easy to sell if you over promise Um, and so you need that if you notice the close rate being too high You should not immediately give that person raises and promotions You should start listening to their calls because it can mean their pricing too low. They're giving discounts. They're you know And that's the stuff that you want to keep an eye on now skill does matter You you will see some people sell at higher rates But you want to get real curious about why and either listen to the call and try to figure out why they're selling so much More and train the other people to bring them up to the same level or figure out what they're doing That maybe is not good and correct it because once again, it's easy to sell if you over promise Oh, yeah, we'll never miss a corner. We'll always be on time. You'll always get the same cleaner And then you'll love that one. You'll always get the same cleaner. Yeah always. Yeah I like the one where we will always be there exactly at 10 o'clock. Yeah, no, that's happening Although I do know one company that actually is pretty good at actually doing that Well, and it was really interesting for me because when I came out of corporate america, we did over promise sometimes on our products Don will save your life, but that's all the discussion I remember when I was I remember when I was at proctoring ammo one of our claims was using png products would increase your employee retention I still don't understand how we made that claim, but I used to say that but anyway, um, so But those are claims that are kind of hard to disprove Prove that we don't Right that the theory is your employees would feel that you were more valued because you bought them better products And yeah, but that was the claim we used to make and coming over here Um, I hired debbie sardona is my first coach and I remember going to her company And debbie's people used to practically unsell people they'd like just to be clear We're not promising you an arrival time. We're going to do our best to send the same cleaner But no promises, but they're all trained the same so you don't need to worry about it We are not cleaning underneath your bed I mean they had this list of like 20 things that they would tell people that they're not doing And if someone coming out of corporate america promised people the world I was like this is terrifying And now I'm like and you do you still want us to clean? Yes, you do Did I say we suck? Okay, and you still want us. Okay. We're we're good now But what what I discovered is what she was really good at was just setting expectations appropriately of making sure that You know people understood I'm selling people people are fallible. This is the limitations of the really really of people Um, and don't get me wrong. It came with lots of good stuff, too We really care we're going to do a good job if you ever have a problem Let us know but hey, we're dealing with people our whole business is people people occasionally getting traffic accidents They occasionally miss something but we care call us and we'll fix it But they spent a bunch of time Telling people all of this bad stuff is going to happen to you it is it's life But you know what we're going to fix it better than most people And it was really interesting to me so and that's when That's where if you look at someone with a super high close rate Once again, I don't just want to know a salesperson's close rate But what's their retention rate because did they over promise did they cram somebody on tuesday that really shouldn't have been on tuesday? It's real easy for you to go. Well, let's see. It's a six hour clean And I've got three people finishing at three. So I'll put three people there at three and they can finish on time Yeah, that's not gonna happen in the room and I get my bone. I get my sales bonus this week, right? But I just put an impossible job on the schedule It's going to cause customer service to be screamed at in a couple of days And a one-star review and the customer's not going to want to pay, right? Yeah, I so this is what I have heard so far track your track your Just your sales. How how many you close? Right. Um, track how many leads come in first track how many you close like a total percentage and then maybe break it down by Um, a couple of things person and then also by whether it's done by phone by web Yeah, one like I said start by looking at the big numbers like once again Blue sky is Cincinnati. We traditionally close 35 of our leads for home cleaning. Um Last month. It was six percent. So I don't normally spend a lot of time Digging into details. I'm like, oh, look, we closed 35 percent life is good move on But this last month we closed six percent of our leads in Cincinnati and I went Well, that's not good. So I've spent a bunch of time digging in where the leads coming from Why is our close rate so low? Does it vary by the person that they talk to because now I'm trying to figure out Why did that number move and move so so dramatically and come up with answers to the questions? So you got to be careful. You can't track everything So that's why I said when it comes to sales, the big kahuna number is what percentage of your leads converts to some type of cleaning either one time or recurring Because that means you're getting them on the schedule And then you can start getting a lot more curious about when things are off Why or if it gets if you just heard me say you should close roughly 40 and you're closing 20 Maybe now you should start go poking in and trying to figure it out But I want to see it within historic ranges and ideally getting a little bit better at all times Until now what I'm hearing you say Derek is just start tracking the numbers Just start looking at the numbers so that you have a baseline for your own company and just start improving it If you're currently at 15 be shooting for 20 if you're right And I don't want you to everyone sometimes we talk about all these numbers and it really Confuses people because oh my god. I can't track all this stuff The big number is think of it as you get leads which is basically raw materials and At bats and what percentage of them do you actually turn into money? And as long as that's in an acceptable range, you don't necessarily have to go deep every single month now Occasionally you want to go deep and start asking questions All right. I have a 40 close rate. Is that 30 with Derek and 60 with Liz?  Why is that big number not what I expected it to be? Why is it? Moving so much and sometimes it's a pleasant and you know, sometimes your close rate will go up And as you start digging into you're like, wow, you know, this new sales person is great or All of a sudden we're getting more leads from google and google leads have a higher close rate. So let's stop paying for things. So Yeah All right. Well, what about you did mention at one point and I know matt did talk about this Um tracking whether or not they are One-time cleans or recurring it does that matter? Oh matters a lot. Um It Honestly, we we most of us prefer recurring service. Although I've met people with big companies that just do one time There's a big company that we all know of I think does like 70 one time is their revenue Which is always surprised me but they do it. Um, but yeah, and that's going to vary by lead source too Google local services those ads that appear at the top of google Um are good, but I find it brings a lot of one times Um They're they're good if you need business next week you can turn it on and they've got a high conversion rate Um, but they're normally one times So it's interesting to see things like that. Um, that certain channels are more likely to bring you one time than others Um, and there are one time people that will never be recurrent Um, they they're just not the type they're special events Um, you know my seo company recently wanted to rank me for move cleans And I said no, thank you and they were really confused because they were like look at all this search volume And we can get this. I'm like, I really don't like move cleans They're kind of the definition of one-time events. I don't want to spend my You know x amount of dollars per month ranking for a one-time event You know, let let's rank for some things that are likely to get me some recurring service If you do a really awesome job and leave your card behind Maybe the person it moves in behind them will call you but don't hold your breath on that right So but my seo company was all supercharged on it and excited because oh here's a phrase we can rank for and here's all the search traffic And we think we can get you on the top three in two months. And I was like, yeah, no, thanks I don't I don't want those people. They fill up my schedule Then I can't take the recurrence Right They're great for fill-ins, but you don't want to have them be the bulk of your company. At least you personally don't at least me Once again, I know some people that That do move cleans and charge like eight hundred dollars and have a million dollar companies, but God, it sounds like heck to me Uh linda is saying sorry I got sidetracked if you still want to know I do two to six in-home estimates a week and I'm enough to grow to my 2022 wig No, it's not linda. That is why I want to add She's in the express group strategic success. So that's why Um, I'm giving her a little bit of grief there. One time cleans are done on the phone. We just started taking one time cleans again Just like laura just started it sounds like a lot of people are starting to catch up with their With their staff it seems like they're figuring out staffing It's odd because the press is just now really starting to catch up on the story that there's no employees Um, but I feel like a lot of people are starting to catch up that they've got employees now.  So everybody has more room in the schedule. True. Sorry. Sorry Um, it's also staffed. It's also staffing We were flogging the heck out of to try to hire it reliable and we have two people in training today You know, it's been a long time since I had two people in at once Yeah, so robin's question is interesting. What percent of your initials would you convert to reoccurring? So it depends on how you refer to it an initial cleaning to me is some in my terminology Somebody who is said they want recurring service and I did a first time clean for If somebody calls me and says they want to move clean That's a one time clean an initial is somebody who said I'm interested in regular service and I did initial clean Those we typically expect to close 90 of them. I'll pull the actual numbers. I think it's like 87 last time I checked but it's roughly around 90 of initials convert to recurring because those are people that said I Want your service and then it's up to us to see whether or not we can deliver Now that's also based on doing some screening and once again not selling people. We shouldn't be selling I feel like that's low Derek. I mean if somebody says that they want recurring service and We go out and do an initial I think our number is high high 90s for that. It's rare that we don't Well, you're probably better than us But we typically lose about one out of ten recurring customers after the first clean for what? Uh A lot of it's misaligned expectations Um, we didn't do something they expected us to do Um, sometimes it's just a cleaner that's not as good One of the problems that I have and I have not overcome yet is my really good cleaner schedule gets filled So my initial are almost always done by my most junior employees And sometimes Sometimes like especially if it's an online booking They'll like book sign up for weekly service because it's the cheapest bill rate and cancel after one job But we do end up with a lot of expectation misalignment I've not got quite into debbie's approach yet Once again, I used to laugh at debbie because as soon as people said and I want to book It felt like their people pulled out of us said great.  We're like No, we won't Um, so that stuff that sometimes gets us into trouble. Okay. Um, that makes sense So things things like and tom your point your tom your point made sense as well We we usually have all of our recurring books on the phone So that's why cards would be would be a different number. I said, I think I've got a little of a business model challenge too Because my my solos I run solos And we always make the comment the good cleaner schedules fill up fast Because their initials start booking they cover for somebody who's sick and that person calls and says can you give me solos? She was better than my regular person So our best people tend to get a really full schedule and don't end up with a bunch of initials So normally when you book service with me, you're getting my most junior person because their schedule is open Yeah So robin, I'm just going to check in with you I use the same terminology For initials that derrick uses an initial is just the first of a recurring set is that What you were asking about Just to double check that now somebody's on one time Now if somebody says they want one time clean, um So yeah, he just The robin just said is there a difference between first clean and an initial so Once again first clean and initial are the same to me, which is You've said in some way shape or form you want recurring service versus what we call one time clean One time clean is a graduation party one time clean is a move one time clean is my mother-in-law's coming one time clean is Christmas These are people that have never given me the impression that they want recurring service They didn't book recurring service. They've never said I'm interested in recurring service, but I want to start with a one time Um that to me is an initial A one time is somebody who just flat out says I'm moving. I need a cleaning I have a Christmas party and I need a cleaning my conversion rate on those people is low, but it is Doable we can convert those people with time and what's interesting is we convert them to what tom's always called on demand They don't typically end up on a regular schedule, but with some prompting and emails and stuff I do find I can get them to book more frequently And You know, you want to tag those one time cleans. Do they have the potential? of Doing more work or not. So basically if it's a move out clean You want to tag that and you're not going to waste your time marketing to them and following up and You know Probably wouldn't even bother to put them on your newsletter list. What's the point? They're moving out of your market But uh, it's a one-time claim that You know, hey, my mother-in-law is coming to mark. Can you come clean my house then? Yeah, if we do a good job, maybe we can get some more work out of them down the road Those people usually you can market to them every three months and you'll hit you'll hit on them They're like, oh, yeah, that would be nice. I did like to have my house clean. That was awesome Yeah, it was a good experience I wouldn't mind I wouldn't mind getting that as a christmas gift to mother's day gift to myself. Yeah And a lot of times it'll take more than just one or two of those and some people never switch off of on demand But but a lot of times you can oh, maybe not a lot, but sometimes you absolutely can get people And that's one of the interesting things and tom, I assume at some point you're going to play with your fun spreadsheets um You're not going to move mountains by taking the one times and converting to recurring You're going to maybe convert two or three percent, which doesn't sound like much But if I move my clothes right from 40 percent to 43 percent and put it on tom's spreadsheet and show what it does over five years Those are big numbers So don't blow it off when I say two or three percent two or three percent over multiple months over multiple years Is big numbers. I also don't want you flogging your salesperson though and saying what do you mean? You only converted, you know one out of 10 people that said they never wanted recurring service to begin with So robin is asking in terms of budgeting for recurring. What do you expect 50 percent to convert? Or is this low? A lot of it once again, okay, because I can't answer all your business model questions Uh of it, you know art do you not take one times when you're busy? Uh It's tough for me to answer that I expect like I said about 40 percent of my people who call into book to to something Referring to what I don't I have the what if spreadsheet that I did a couple of my classes. Yeah On on the what if spreadsheet I had two numbers what percentage of your customers Book a first time clean and one percent book recurring Normally for me it was about 50 percent of people that booked a one time would end up in recurring in some way So they were either initials or one time. So those two terms kind of got combined Okay, that's that's why he's asking about that. That's the spreadsheet that I use in one of my class So I would normally say about 50 percent of One times convert and it can vary like we were just saying all star was closer to 70 80 percent for a while Because if you called in and said I wanted to move clean they said call reliable We don't do that. Right. So reliable's conversion rate on one time. This was really low.  I don't want to do those The one thing we've never done in any of my companies is air b&b's because they're pain in the butt Even I won't do that but We do all the other crazy stuff still Well, we are uh approaching the top of the hour. We've got uh a few more minutes left Derek what you got going on over the next uh several months any uh activities programs fun stuff you're doing You'd like to share with our audience. Um Nothing too exciting right now. We do have cbf live coming up uh With uh debbie's group, but that's going to be I'll throw it into comments a little bit later here I didn't plan ahead and actually get my code. So We can't do it all this way. They're relieving I know I'll hey, let's be honest about 20 people watch this live and a couple hundred people watch it later on So I'll throw it in here in a couple minutes. Um, but it's the big event we do in dallas Um, it's really cool actually a lot of people especially people who've seen debbie sardone speak before sometimes will say You know, I don't need to go that I've seen debbie before but man if you've never been to it It's a heck of a program. Um, it's in april this year april seven eight nine It's amazing On how good the speakers are it's not just debbie on stage this year. It's all about leveling up your employees and your office staff Um, so it's going to be a really cool event. So I'll post some details in here But I'm not doing too much until then honestly. I I'm actually trying to plan a trip to go see gorillas right now Uh, also a part of the world would that take you to africa? Wow Oh Ah funsies Yeah, so I actually don't have anything planned for the next couple weeks I'm normally doing a a big event every month or so, but I'm chilling a little bit Okay, well, you'll still be traveling back and forth in the snow I know writing art writing articles while you do it. Yeah Hey, three hour plane rides are a great time to write 1600 word article. Is this a lot? That's okay, I did have a comment about cleaning business today just a reminder to everybody To look for it If if you're not getting it because I was talking to someone not that long ago It doesn't seem like it was that long ago anyway, and they had never seen it But they thought they were registered and it was going to spam. So maybe Go in and yank that little thing out again Yeah, it does you do get emailed every other week and sometimes google will decide that spam and put it in your spam filter So you do want to check and mark it not as spam and like I said, honestly, we're really investing a lot in content again It's kind of funny for a long time. Our viewership started to dip But man in the last three years it's taken off and people have gotten really interested again It's interesting how what's old is new again and people are going You know what these top five tip type articles which were all the rage people are realizing Aren't really useful that the tips are garbage and so they're wanting more in-depth stuff again. So well, it's true Um, there was a lot of clickbaity stuff that for a while was kicking our butt And honestly tom and I just never would play that game I'm like, I'm not going to write a 500 art word fluff piece that basically doesn't give people anything And we we were losing a little bit because of that but man all of a sudden it's like the world is caught on that You know those little top five this top three that articles Typically aren't that useful So they walked more in-depth 1600 2000 word articles that actually get into details and profiles of successful companies and you know when you look at the articles like How much is my company one's worth is like 1600 words But there's also a profile down there of a guy who started a residential cleaning company and decided he'd rather do commercial And it's actually pretty in depth and talks about how he did it and why he made the decision Um, I really liked it. So yeah If you haven't subscribed to cleaning business today, you just go to cleaningbusinessday.com and it's really easy Just your email address in your name and you'll get our newsletter every other week And it's uh useful information Well, cool. All right, we are Derek As always, thank you. This was uh, this was good and we didn't break out a spreadsheet, but we will I know we should work out a I kind of expected you to have one tom, which is why I didn't make one Or I should be pulling up made central screenshots to go see these close rates So honestly, you know It's 2022 and We don't even need spreadsheets anymore if you've got, you know, the rather right tools You're able to kind of get to the point without The middleman of a spreadsheet, but uh, I still have a few we'll um, we'll put them to work So we got some people popping up here in our chat that aren't supposed to be and I'm having to block them, but um Um Nothing out of the ordinary. So hey Thanks, uh, Derek. We will uh do this again real soon. We'll be back Monday as our guest for monday confirmed lis martha. Yes Yeah, yep. She's confirmed And we're going to be talking about customer retention and engagement And quality also And quality so quality at all kind of kind of ties in there how to measure that Yeah, how to measure it and use those numbers the bad job customers don't keep you. Ah, there's enough Dang it whole new idea. I know. Well, you know, I always tell people I run the mcdonald's of cleaning services, so Yeah, I repeat it for you too. Yeah, so you guys, uh Take care. We'll be back monday five o'clock eastern


Good day everybody, welcome to our next series of MRI images of the brain. These are a special series of MRI images which are referred to as fast gradient record echo triplanar series.  The next five are Coronal sections of the brain going from the front to the back and the last five sections are Serial sections of the brain going from lateral to medial. In this series of axial sections of MRI images of the brain going from top to the bottom you will see three things. One, there will be cortical atrophy which is disproportionate to the age of the patient. Secondly, there is compensatory prominence of the lateral ventricles and thirdly, there are multiple sub-cortical lacuna infarcts which will appear as hyper intense spots. Additionally, a few normal structures have been labeled in the pictures. These are coronal sections of the brain which may be a little difficult for some people to identify. Therefore, the normal structures have been labeled and these sections are moving from front to the back from anterior to posterior. Here again, we can see basically the same things. There is disproportionate cortical atrophy and there are multiple hyper intense lacuna sub-cortical infarcts on both the sides more on the right side. And finally, these are the sedermal sections of the brain going from lateral to medial. We see essentially the same things namely disproportionate cortical atrophy, prominence of the lateral ventricles, multiple sub-cortical infarcts and additionally, we also see something else. We see suggestions and evidences of very ventricular ischemia and a few other normal structures have been labeled here. Thank you very much for watching. Have a nice day.


Now the tricky thing about light is that although it's well described as a wave, it turns out sometimes to behave like a particle. In fact this is one of the things that Einstein is famous for discovering and it's called wave particle duality. It turns out to apply to the electron and other tiny particles as well. So you can think of a beam of light from a torch as a wave of electromagnetic energy spreading out from the bulb. But you could also think about it as a stream of tiny particles, little packets of energy that have no mass. These light particles are known as photons. And it turns out that individual photons can be absorbed or emitted, which is the same as saying they're spat out, by atoms as though they were particles. However even when you have an individual photon and even though it is a particle it still has this property of wavelength and it can still spread out and travel across space like a wave. Now we've said wavelength determines color, but color is really just how animal eyes and brains experience some of the wavelengths of light. The crucial thing that the wavelength of a photon tells you is how much energy it's carrying. And the equation that gives you this information is E equals HC over lambda. C is the speed of light which is constant as we mentioned before. And H is called Planck's constant which has a value of 6.626 times 10 to the minus 34 joule seconds. And you do need to know that this constant, this Planck's constant is a phenomenally important constant in physics and chemistry. And if you go on to do more science at uni you will be meeting it again. Anyway you can see from the equation that if this part here is all constant then as wavelength goes up the right hand side of the equation gets smaller and smaller which means the energy is getting smaller. So large wavelengths mean small energy and small wavelengths mean large energy. This means that a photon that has a short wavelength carries a lot of energy which is why UV light and X-rays with their tiny little wavelengths are quite dangerous. So those photons carry enough energy in them to burn your skin or to get into your DNA and start messing with the molecular bonds. Long wavelength photons however like radio waves are pretty harmless which is why we don't mind broadcasting radio waves from hilltop to hilltop.


In response to calls by the governors of 17 southern states for President Mohamed Buhari to restructure the nation among other demands, the governor of Kogi State Yahya Bailu has noted that the president has since heeded the calls for restructuring by signing Executive Order No. 10, an order that has been suspended. He said that governors should implement certain demands in their various states before making such from the federal government. Joining me to have this conversation is Babashala Adigui. He's a political analyst and Jacob Adi is the former chairman of the NUJ FCC chapter. Thank you very much gentlemen for joining us. Happy to be here again. All right.  A lot of people have reacted to the southern governors and their demand. But what the governor of Kogi State is saying is nothing different from what the Senate president had said last week, although he on one hand is also saying that he wants to run for president, that Nigerians are asking him to run for president and if he doesn't, that he would be letting Nigerians down. This statement of his about the 17 state governors in the south, how presidential is it? Mr. Adi, can you hear me? Yes. Hello. We can hear you. Yeah. Can you take the question? I think towards the end, I didn't get it right. Well, I'm just asking now that the Kogi State governor is trying to run for presidency because he said that Nigerians are asking him to run. And he's also accusing the state governors of the 17 states who have come together to ask for restructuring and also putting a ban on open grazing. The statement that he made, how presidential is it? If he were a president, I mean, he's trying to run for presidency and he's making this statement. How presidential is that statement? Well, first of all, it is presumptuous to say that he made the statement as a president. He's not yet the president of Nigeria. No, no, no. I didn't say, I didn't say he's a president. I said this is someone who's running for office. If this is the person who wants to be our president, is this a statement he should be making? And in whose favor is this statement? Because Nigerians are experiencing a serious level of insecurity as it's never done before. Well, it is this. In politics, you may take a position today and in the next four years, you may see reason to amend your position.  So you're saying to me that maybe because Kogi State is not experiencing what the southwest states or the southeast or the south-south states are experiencing, so this is a very good stand for him to take. And then maybe in a few weeks or in a few years, he might recant what he said the other day. No, I don't think that is the point. I don't think that is the point. The point is this. What the governor is saying is very simple. The demands of the southern governors is a moral question. They should also put into practice what they are calling for and see how easy or difficult it is. There is no state of this country today that is not experiencing one challenge or the other, one security challenge or the other. So this is the time that all the stakeholders must sit down and look for an acceptable resolution to the challenges we are having as a nation. Do you agree with his position? Because he does make a point. He's saying, look, the president signed an executive order number 10, which governors had kicked against over and over again, asking for financial autonomy for not just the judiciary, but even the local government. In fact, the local government's issue, the federal government has proceeded to tell the finance ministry to pay the monies directly to the local government account. Or for the judiciary, that's still an issue that's pending. And of course, remember what the NGF had, the statement they made to that effect. So really, is this also a case of a pot calling kettle black when the southern governors are saying that they want restructuring when they can't as much as do the same in their states? Actually, I don't know why the federal government signed the executive order 10. For me, there was no need for it. Because it's already stated in the Nigerian constitution of 1999, as amended. Section 821, subsection 3, likewise section 121, subsection 3. So where it is, where it's spelled out for judicial financial autonomy. So for the federal government to now come up and sign executive order again on the demand or on the cry of the judicial arms and the national assembly or the state entire assembly arms. For me, it is enough for no reason for any states not to abide with such law. Why, why is that? The reason is this, the constitution is there. Judicial autonomy is stated in that section 821, subsection 3, that from the Constituted Revenue Fund, the amount met for judiciary should be sent to the Nigerian national judicial commission to be disposed to the Nigerian judicial commission and they want to determine how they will spend the money. So I don't understand the situation whereby the state governors receive their own federal location from the federal judicial account and you now find it very difficult to grant the state judiciary the financial autonomy. Give them what is being budgeted for them. Let them be the ones to decide that. It must not be the situation whereby any time they need money for stationaries that they will want to executives. In other words, you are trying to tie their hands from executing their primary rules. And as a result, you can easily influence their decision. So you're telling me that the federal government is complicit. You're saying that they're being political with what they're doing right now because if you're saying that the federal government, as the constitution has said, they are supposed to send these monies directly just as what they've done for the local government. So why is the federal government taking the route that they've taken, executive number 10? I mean, this is a big question that everybody is asking if the constitution already has it. So does it mean the federal government is complicit? It actually means that. But I think sometimes it's the understanding of the law, or sometimes one thing I've discovered about Nigerian government is that they come up to do some things just to please some people or to avert national strike or whatever. Not because it is not in the constitution. So it is not well-spread out this percentage or the ratio shall we go to the national judicial. That is what I expect, that if the federal government is serious about this thing, it should be stated even the so-called executive order. Interesting. Let's move away from the executive order and talk about some other things. Governor Yahya Bailu insisted that, and he said with due respect to the southern governors and what they had come up with, he's saying that whatever the governors want the federal government to do, they should be practicing it at home. Now when we're talking about insecurity here, I'm coming back to you, Mr. Adi. The case of insecurity is a very sensitive one, and the state governors, like I said to my earlier guests, seem to be in their eyes doing what they need to do to protect the people or the citizens in their state. Again, we know how the government works, the police, the soldiers, the army, the navy, they all do not report to the governors. They work with the governors in the different states, but they do not necessarily take orders from the governors. Could this also be one of the reasons why the governors are asking for certain restructuring to happen so that there might be a way where security can be properly handled state by state? Hello? Yes. Can you hear me? Yes, I can. See, if you treat this issue of restructuring in isolation, I think you will miss the point. The entire Nigerian system, the entire Nigerian state needs to sit down to rediscourse the basis of our existence, the basis of our togetherness. It is just unfortunate that the security situation has propped up many of these issues. Like the other guest said, some of these topics we are talking about, local government, economy, and the rest of them, they are all enshrined in the constitution. Why is the federal government playing double game? They can even deduct that source. They do not need the permission of the governors to deduct some of these monies, since they are constitutional. So somebody somewhere is not being economical with the truth, and until we all come out to face the fact, look at ourselves eyeball to eyeball and tell ourselves this is the way to go, we will not get it right. Like I said earlier, Governor Ayatollah is telling you what goes from his position now as a state governor. But there is a bigger problem, there is a bigger problem. That is why you have regional agitation. Something is happening. You have South East governors, North East governors, North West governors, and we are talking, where are Nigerian governors? Where are the governors of Nigeria? Where are the governors of Nigerian states? So it means that there is a value, there is an importance, there is a strategic importance of our regions now. That is why you have Southwest governors, they are talking about a majority, South East governors, North Central governors, something is wrong fundamentally with this structure. So we must all come to the drawing board, if we continue to play politics we will not get it right. Great, you just hit the point. This is not the first time we are calling for restructuring, I mean in fact at some point it became a word that was bandied before every serious election across the country. And now again, we are still having that conversation. You asked a very important question, why the federal government is not having this conversation, I mean why the governors are not coming together to seat and have this conversation. The NGF is about to have a meeting and the former president has also spoken on the fact that the NGF needs to come together and clearly think out whatever they want as a solution to the struggles of the country instead of doing it in their different zones. Now you remember that when the southern governors came up with the ban on open grazing and restructuring, the governors in some other regions kicked against it. So really, we throw around that word of unity, there's unity in our diversity. Yes, we have diverse problems but where is the unity when it needs to be found, especially when we need to sit down and have that conversation that you say we all need to have. Why do you think that certain people are not for it? What exactly is responsible for us not wanting to have this restructuring? Yes, let me tell you something. Restructuring means different things to different people. There is political restructuring, there is fiscal restructuring, there is some constitutional restructuring, there is some political arrangement restructuring in this country. And until we all like, you were talking about restructuring during the presidential election, the last election, the party spoke so much about restructuring. At that time, it was strategic to evoke calculation because it wanted to be president of Nigeria. When you go to the north and you talk about restructuring, for them, it looks like you want them to reduce their hold on power. If you go to the south and they are telling you about restructuring, they want to have more bite at the pie. So restructuring means different things to different people, depending on where you are and what you are seeing at a particular time. All right, just hold on because we're running out of time. I'm coming back to you, Babashala. Nigerians really victims of bad leadership or were complicit because this whole conversation, whether it be, and again, Yahya Bello is trying to be politically correct one way or the other, he's trying to be angling for the presidency. But what role do we play in all of this? Because this conversation just exposes the fact that our leaders, he can choose when they want to speak or what issues concern them. What role do we, the people, play in closing because we need to go? OK, I think what the role we need to play is to continue to map pressure on our governors and our leaders, the people representing not at the centre, we need to continue to map pressure on them because they have voted in there to represent our interests, not their home personnel interests, not the institution they are occupying interests. But the people that that institution is working for, we have to map pressure on them. But unfortunately, I've discovered that most of us, we are so timid that we can only talk behind the scenes. We are not ready to face the people that needs to be faced. Most of the time, we prefer to talk on the social media We are not ready to act physically. And when we continue to do this, there is no way the leaders will take us serious. But we acted in October of 2020. Where did that leave us? We acted in October of 2020. That's just the beginning. OK, let me tell you now, the just one we are talking about now in respect of judicial autonomy. I remember in 2016, the Kogi State actually tried to sign the autonomy, but something happened that they were unable to sign. They discovered that signing it will bring more problems to them. The people of the the just one actually took Kogi State government to court. Not until last year, I don't favor the general last year that there was a ruling in favor of the of the Judiciary Council. Now the Kogi State eventually went back to stop that ruling. But what actually happened? The ruling had to go ahead. We have to go. Unfortunately, they're telling me that we have to go. Baba Shala Debu is a political analyst and Jacob A.D. is former chapter chairman of the NUJ in Abuja. Thank you, gentlemen. Unfortunately, time is not our friend. Thank you all for being part of the conversation. We'll see you tomorrow. It's been Plus Politics. I am Mary Anacol.


Hello everyone, so I know all of you out there have a lot of problem with this Yes, this Basically, this is no longer portable You can put it in your bag, but You don't even bring your laptop anywhere right now unless you're doing business So we all bring our smartphone here smartphone. How can this one? Play into this one. So in this video, I'm going to show you how to convert this DVD file into a playable mp4 file so that it can suit into your every day device like this So stay tuned Okay, so here you can see that I already loaded my favorite movie DVD inside my DVD drive bay So you can see here the movie title is the day So basically we are all set up and let's proceed with the software So you need to install Winx DVD Reaper Platinum The giveaway license is Provided in the link down in the description below Just click that link and you will be redirected to the official download website So without further ado, let's proceed with the Conversion process so you guys need to click on the disk on the top menu on the very left side and It will automatically Select the DVD drive bay that you have and already loaded in so if you are good just click okay So here you can see that there are a lot of video format that you can choose from Such as mp4 mkb avi and so on On the left side in the scroll menu There are a lot of options that you can choose from for different types of devices So for my video conversion, I normally pick mp4 format because mp4 is quite universal It is supported across many kind of devices nowadays so here I will choose mp4 format and I will set it to the medium quality and If I'm good, let's click okay, so I can choose subtitles. I will choose English and If you're good click run Now all you need to do is wait till the conversion is finished Okay, now the conversion process is finished. All I need to do is click okay and It will show up the folder where my video file is located and Here you can see that my video file is Around 604 megabytes and that is pretty cool now let's play the video and Skip the middle part So you can see down there. It also includes with the English subtitles that I chose earlier How cool is that? So if you want this software, there's a giveaway link down in the description below and I guess that's it. If you enjoy watching my video give it thumbs up and Don't forget to subscribe peace y'all


Admission Form, Patient 17983, November 18, 2005, 312 p.m. Involuntary admittance requested by patients' relatives in response to apparent self-destructive behavior cycle, self-harm evident in physical exam, signs of past abrasions on head and neck apparently due to self-inflicted scratching and both fresh and partially closed surface lacerations on arms and legs, signs of extreme fatigue also evident in examination patient admitted insomnia for, as quoted, longer than you'd believe. Patient unable to give exact time for length of insomnia likely due to extended period of insomnia itself, confusion and moderate delirium evident. Pre-medication issued, triazolam 0.25 mg for insomnia, topical bacitracin for wound care. Admission Evaluation, Patient 17983, November 18, 2005, 4.56 p.m. Performed by Dr. Emil Lafayette, self-harm confirmed, patient removed dressings from arm lacerations, reopened wound while waiting for interviewer, definite evidence of somnophobia in patient justification for harm. Patient refers to sleep with anxiety and consistently acts against self to cause pain in response to lengthy periods of silence or other lack of stimuli. Issue of insomnia needs immediate attention given evidence of exceedingly prolonged duration. Likewise, possible agoraphobia, patient request and isolated bed becomes withdrawn and agitated when request is denied, refuses to cooperate fully with interviewer, offers vague suggestion of hostile other in justification but will not elaborate, as quoted, because you're not going to believe she exists until she hurts someone anyway. As for likely paranoid schizophrenia, recommend farther interview with full psychological spectrum testing for exact diagnosis. Final recommendation, admit patient, preliminary medication issued, cancel triazolam, instead 5 mg diazepam twice daily for insomnia, anxiety, and probable sleep disorders. Final admittance record, patient 17983, November 18, 2005, 513 p.m. Patient issued bed in room 409, current occupants, patient 17802, patient 17983, close from admission remanded to family of patient, three sets of common dress issued for immediate needs. Psycheval scheduled for 10 o'clock, November 19, 2005, determining future length of stay. Ward event report, November 18, 2005, 5.30 p.m. During routine new patient room check, patient 17802 places request with staff for transfer to, as quoted, some other room. Appears agitated, claims patient 17983 has been disturbing him. Patient 17983 likewise request transfer to isolated bed. Both requests denied. Orderly note, follow-up room check suggested to avoid possible intrapatient conflict. Ward event report, November 18, 2005, 7.00 p.m. Follow-up room check, patient 17983 claims Dr. Lafayette has ordered him move to isolation. Patient 17802 backs claim. Administration reports demonstrate no such order. Upon informing room occupants, patient 17983 attempts to assault staff. And patient 17802 becomes uncontrollably agitated. Additional personnel required to contain incident. Both patients restrained, sedated, forced into early, lights out. Orderly note, exercise caution in all future room checks for 409. Ward event report, November 18, 2005, 11.57 p.m. Staff on hall 1, floor 4 report loud sounds from room 409 after facility lights out, disturbing other rooms and patients. Patient 17983 found awake, extremely agitated, and struggling against restraints. Demand lights be turned back on as quoted before she comes. Self-sustained injuries to wrists and ankles at points of restraint. Patient attempts to struggle against staff during trade to more comprehensive restraint, requiring additional personnel to contain incident. Additional sedation required for patient 17983. Patient 17802 does not respond during course of event, likely due to sedation from earlier incident. Orderly note, maintain restraints on patient 17983 until further notice. Sedate patient before removing restraints for any reason. Recommend anti-psychotic be considered in future psych eval. Ward event report, November 19, 2005, 12.20 a.m. Staff on hall 1, floor 4 again report loud sounds from room 409. Patient 17983 found catatonic on floor with severe self-inflicted scratches on head and neck. Restraints are severed at connection points with severe bruising on limbs, possibly indicating more severe injury at restraint points with patient.  Moved to room 101, locker 2 awaiting autopsy. Patient 17983 transferred to isolation room 626. Given injected dose of 100 milligram zooclo penfixol on attending physician's orders to control acute psychosis. Orderly note, recommend video observation to allow better control of future outburst. Stay at least an arms length away from patient's upper body restraints at all times, just in case. Autopsy report, patient 17802, November 19, 2005, 9.44 a.m. Performed by Dr. Julius Tweed. Ragged lacerations prominent around subject's head and neck, increasing in severity and depth on the regions of the face itself. At several points, the flesh is cut to the bone. More disconcertingly, subject's eyes appear to be violently removed from their sockets and are missing. Cause of death. Exinguination from wounds. Final judgment. Homicide. Coroner note, recommend consideration of patient 17983 as dangerous to staff and facility residents. Urge continued maintenance of restraints and isolation from contact with others in patient population. Also recommend digestive endoscopy to determine fate of missing tissues for staff cohesion purposes. Orderlies from floor 4. Suspect cannibalism. Promise to refuse isolation shifts until such belief is disproven. Medical report, patient 17983, November 19, 2005, 10.07 a.m. Performed by Dr. Antoinus Kyle. Patient is cooperative if withdrawn during examination. No outburst or threats. Current drug regimen appears effective. No unusual tissue or objects discovered in digestive endoscopy. Radiology tests discover hairline fractures in tibia, fibula of right leg. Severe abrasions evident on skin of restraint points. Also head and neck, necessitating topical treatment. Troubling instability and vitals. BP is acutely elevated, pulse rapid and weak for patient size. Extended stress from anxiety, elevated mood, and insomnia likely cause. Physician note, patient must sleep to begin recovery process. Recommend elevated dosage of diazepam to encourage this result. Farm contact point restraints not recommended for this patient due to risk of further injury. Full body restraint must be considered as alternative. Psychiatric evaluation, patient 17983, November 19, 2005, 10.39 a.m. Performed by Dr. George Talling. Definite evidence indicating disassociation of identity from actions. Patient expresses remorse for death of patient 17802, yet refuses to admit responsibility for actions in said event. Instead, externalizes blame into antagonistic female other. Same figure, apparently referenced in prior evaluation, seems to be central actor in patient's paranoid psychosis. Behavior and actions of said other justified through magical thinking, despite recognition of depicted individuals a logically defined capabilities to sustain reported antagonism. As quoted, I don't know, you don't know, and she doesn't care. Patient request observation of a room be terminated, grows agitated when request is denied, makes threats, refuses to continue interview. Diagnosis, paranoid schizophrenia manifesting in somnophobia, violent psychosis and disassociative episodes. Medication issued, up dosage for diazepam to 10 milligrams twice daily. On 11-24-05, begin issuing 2.5 milligram doses of haloperidol twice daily for psychosis. Interviewer note, utilize patient observation protocols and ward rounds to check for possible drug interaction effects. Follow-up immediately if found or on 11-30-05, otherwise. Ward event report, November 19, 2005, 232 p.m. During standard rounds, patient 17983 request that observation of room be terminated, warn staff of perceived threat inherent in observation protocol. When request is denied, begin struggling against restraints and screaming warnings to staff, observation camera operator regarding disassociative antagonistic, other. Acting physician note, reject recommendations from orderlies to sedate patient 17983 unless medically or procedurally sound. Sedatives are not a safety blanket. Orderly note, they say this guy is at his sedative limit and he was nearly pulling his bed off its bolts. Use double staff if at all possible when dealing with him. Whatever's in his head, it's strong. Staff communications, November 19, 2005, 453 p.m. From Charles McKinney, head of patient care division, to patient care staff list, subject, patient 17983. Ward event report, November 19, 2005, 844 p.m. During standard rounds, patient 17983 request that lights be left on after scheduled lights out time. After consultation with attending physician and therapist, request granted. Room check proceeds uneventfully until staff move to depart at which point request is made for observation to be terminated. Upon denial of request, patient instead request for lights to be doused as usual. Request granted. Another request is made now for red bulb sleep lights to be doused during scheduled lights out time. Patient understands that low level light is necessary for room observation. As quoted, that's why I want them off. Warns observation camera operator against her. Attending therapist denies request. Sorry, Jacob. My computer shut down. This has officially gone far enough. I did not intervene in this matter before because I was under the impression that the men and women under my supervision were beyond such things as this. But circumstances have proven me to be mistaken and I will not allow these rumors to progress any farther. The only thing wrong with patient 17983 is that he is seriously ill and dependent upon us for care and assistance in his recovery. He is not the first patient with explosive episodes we have treated. He is not even the only one currently in our facility and he will not be the last. It thus pains me to discover that one singular breach of safety, which was properly addressed by facility protocol, has left my staff whispering superstitions to one another and accepting the delusions of our patient as truth. We are better than this. There are indeed risks inherent in this profession, risks we all knew upon assuming it. But that is the burden we bear to render aid to those who find themselves in our beds. Unless otherwise noted, I will not approve of any shift changes from scheduled isolation hours. Our staff counselors are always available during standard hours for those who need to consult with someone in light of the recent event and associative workplace anxiety. It is a fringe benefit of working in mental health and I suggest anyone having difficulties make use of it. This matter is closed and I want to hear no farther mention of it. As previously stated, I expected more from all of you. Charles Staff Communications November 19, 2005 9 12 p.m. from Dr. Emil Lafayette to patient care staff list subject lights in 626. I happen to notice today while in final checks that the sleep lights in isolation 626 were turned off after standard rounds without my knowledge or consent. As I am sure you are all aware, this is a severe breach of facility protocol. When video observation of a patient is recommended and approved, there is a reason for such a decision to be made. Patient 17983 has violent episodes and must be monitored to minimize the risk of him causing further harm to his already precarious physical state. You have absolutely no authority to override decisions made by the medical personnel of this or any other facility. None. I have been hearing talk around the halls that some of you are afraid of this man. He is bound to a bed under the highest sedation we can medically provide and both physically and mentally suffering from acute fatigue. Do you also jump at shadows? Regardless of the reason, I will not permit untrained orderlies to begin interfering in the care provided to our patients. If such an event occurs again, I will inform Mr. McKinney and see the entire night's orderly staffed barred from the premises. Do I make myself clear? Dr. Emil Lafayette Ward Event Report, November 19, 2005, 11.27 p.m. Patient 17983 won't stop screaming. It just won't stop. Hours of it. It echoes in my ears and my skull.  I'm sorely tempted, but Dr. Lafayette pulled Jake up from observation and is watching everyone from the video room for the rest of his shift thanks to Michael's business with the lights earlier. Last I saw of him, he was headed for the elevator with his jacket, saying he just can't do this to my kids. I don't know why I'm here anymore. I just keep staring up at the cameras. I'd only need one more needle to stop the screaming. Staff Communications, November 20, 2005, 12.04 a.m. From Dr. Emil Lafayette to all. Subject, Patient 17983. Again. I said no one is to enter isolation 626 without my express permission. I will have all your jobs for this. Admission Evaluation, Patient 17986, November 20, 2005, 9.25 a.m., performed by Dr. George Tulling. Former staff member, Dr. Emil Lafayette, discovered in locked observation rooms setting fire to equipment and recordings, attempted suicide in flames before rescued by staff, claims to be antagonized by same-female other as former patient 17983, possibly involved in death of said resident. If so, evidence obvious for disassociation of self from actions, likely paranoid schizophrenia, patient will not respond to further questions. As quoted, don't go looking for her. She'll find you. Final recommendation, Admit Patient Preliminary medication issued, 2.5 milligram doses of haloperidol twice a daily for schizophrenic psychosis. Staff Communications, November 20, 2005, 9.36 a.m., from Dr. George Tulling to Charles McKinney, Head of Patient Care Division. Subject, I've just heard. Seal him in isolation, wait her out, cremate both bodies. As far as the relatives are concerned, patient 17983 died in the fire set by Lafayette and committing suicide. That's all anyone needs to know. Let's just hope the rest of us don't wind up needing time in these beds as well.


Hello everyone! Welcome to this demo for the Migration Toolkit for Application 6. Today we'll be showcasing the onboarding of a classic Tomcat application on OpenShift. The user experience in MTA 6 now revolves around the application inventory, allowing organizations to have a holistic view of their application portfolio. The inventory also offers seamless integration with other tools, like the assessment and analysis modules to surface information about the portfolio at scale. Applications can be classified and grouped in multiple ways. For example, we can use the business service for this. Let's focus on the retail applications now. One of the key features of the application inventory is an extensible tagging model that allows you to classify applications in multiple dimensions. We've added tags that represent the application technology stack, like Java, Tomcat, and Oracle, and added an additional tag representing the usage of a custom corporate configuration library. Make a note of this, as configuration is one of the key concerns when onboarding an application into the cloud. Since the legacy application comes from a traditional platform and we're aware of some problems with the configuration model, let's focus on this one for the assessment. The first step will be to enter the different stakeholders involved in the assessment. The assessment is driven by a questionnaire aimed to determine the suitability for containerization for a given application. It covers all the different areas of the application landscape, including technology, architecture, application lifecycle management, licensing, and associated processes. These questions enable the tool to identify potential risks that might prevent the application from running in containers or may require an adjustment. Let's get forward to see what risks were found for this application. The review screen shows you the risks identified during the assessment, so you can decide which migration strategy to follow based on that. In our assessment, MTA found some medium and high risks. We can look at them by scrolling down to the list of risks. It looks like the application uses a discovery mechanism that is not cloud-friendly. That makes sense because it comes from a classic platform and accesses a database through a static IP. As stated before, the application is using a custom configuration library that happens to load configuration from multiple paths on the file system. That is definitely an anti-pattern for cloud deployments, so we need to find where that library is used and replace it with a more cloud-friendly approach. Since changes are required in the source code to adapt the application, we can use the refactor strategy. We believe only the library needs to be replaced and should require minimal effort. Since this has been identified as a key application for the business, criticality and priority should be set to the max. We can now save to check or adjust later on if we want to. It's now clear that we need to dig deeper on the customer's legacy application to identify the problem with the config library that it's using and how to remove it. For that, we can use the analysis module available in MTA. For the analysis of the application, we'll need to retrieve source code and artifacts from corporate repositories that have restricted access. The URLs for the repositories are stored in the application profile, and in order to access secured assets, MTA lets you manage credentials in its administrator perspective. First, we'll create a source control credential to access our Git repository. Next, we'll create another credential to access our Maven artifact repository. MTA allows importing a XML settings file for that. The credentials management system in MTA has been modeled for administrators to create and manage credentials, and for architects to assign them to applications without necessarily knowing their contents. Let's assign the credentials we just created to our customer's application to get started with the analysis. We just have to select the credentials we created to have them assigned to the customer's application. This can be done with multiple applications as well. With that, MTA is now ready to retrieve source code and artifacts from the corporate repositories. So we're good to go to start the analysis. The first step on the analysis wizard is to define the analysis mode. MTA 6 includes a new mode, source and dependencies, that retrieves the application source code from a source repository, parses the POM file, retrieves all the dependencies from an artifact repository, and adds them to the analysis scope. This provides a full picture of the application and its dependencies, which is especially helpful when some of them have a provided scope and are made available to the application directly through the application server or the servlet container. We will be using that mode for the current analysis. Next is the selection of the migration targets. We want to deploy our application on OpenShift, so we need to select the containerization path. Also, to make sure we can use the supported OpenJDK images without surprises, we select the Oracle JDK to OpenJDK path as well. Finally, since we're moving towards Linux containers, it makes sense to do a sanity check to avoid any Windows paths that might remain in the code from previous iterations. MTA 6 streamlines the user experience by selecting what should be analyzed. Users can stick to the application and its internal dependencies only, or force the analysis of all libraries, including known open source libraries. Advanced users with interests in specific packages can specify them directly. For our use case, we'll stick with the first option. MTA uses an extensible rules engine that looks for antipatterns to find what should be changed for the application to run in the target platform. To remove the problematic configuration library, we developed a custom rule that looks for any usage of the library and recommends changes to be performed to replace it with a more cloud-friendly alternative. To use the rule, we only have to upload the file containing it during this step of the configuration. There are multiple options to fine-tune the analysis, like specifying the source platform to reduce analysis time. For the moment, we'll stick with the target path only. Lastly, we're presented with the configuration summary for the analysis. By clicking Run, the analysis will be scheduled and begin shortly. MTA 6 fully leverages the resource management capabilities of OpenShift to scale the analysis based on the available resources on the project in which it has been deployed. Individual analysis pods for each application will be created, and the analysis will run as soon as there are resources available. We'll fast forward to the completed analysis and view the report that is generated. The main report view provides a summary of what was found on each application. In this case, one small issue was found on the dependencies, and something minor was found on the application source code. The effort required to migrate an application is expressed in story points. There isn't a direct translation between story points and work hours, since each organization has different teams and skills, but they do provide a way to compare and understand how complex migrating an application can be. Now, let's dig deeper into the application source code. First, we're presented with an overview dashboard displaying the incidents found during analysis. Actual details can be found on the Issues tab. The Issues report provides exact information on what needs to be changed for the application to run on a target platform and allows the user to drill down to the line of source code where the problem was found. Issues are classified and organized in categories. In this case, two cloud mandatory issues have been found, which are related to our findings during the assessment. It looks like hard-coded IP addresses were identified. Clicking on an issue provides hints for what needs to be changed and the exact file list where the issue was found. Here, the hard-coded IP issue comes from a configuration file. Selecting a file navigates to the file itself and highlights the issues found on it. We can see the problem is with the IP for the database, which should be easy to solve. Let's return and find out more about the second issue. We can see that our custom rule was triggered and usage of the custom configuration library was found on the source code. Along with hints on how to resolve the problem, the report can provide code snippets and links to external documents. Notice that the issue was found twice in the same Persistence Config class. We're able to see exactly where the configuration class was being instantiated and get suggestions for how to replace it right into our source code. In addition to viewing critical issues, the report provides a lot of other useful information. For example, the Technologies Report provides a detailed summary of the technology stack for the application, which is especially interesting when dealing with large portfolios in which the details about each application were scarce at the beginning of the migration initiative. Another helpful report is related to dependencies on the application list. MTA-6 is able to identify open-source dependencies by their hash and provide their associated coordinates within the Maven central repository. This helps with legacy applications that don't use a dependency manager like Maven or Ivy. While all this information is beneficial for an architect or migration lead to understand the complexity of the modernization initiative, what about the migrators or the developers responsible for performing the actual changes on the source code? MTA also provides plugins for the most widespread IDEs on the market, like Visual Studio Code, Eclipse or IntelliJ. These plugins provide an integrated wave for developers to get guidance on the changes they need to make to the source code. We already have the project for the customer's application open in VS Code. By installing the MTA plugin, we get an additional view for configuring analysis. Note the configuration options are the same as in the web user experience. Once the configuration is ready, we can click on Run and the plugin will execute a local analysis and provide the results right on the IDE environment. Again, the analysis results show two occurrences of the issue from our custom rule in the Persistence Config class, like it did before on the web user experience. Clicking it brings us directly to the offending line in the source code. And the same details are offered to understand exactly what the problem is and what needs to be changed. Details will open side-by-side with the source code, highlighting the offending lines, providing all the required information for the migrators without having to move away from their IDE. The combined tools available in MTA provide a powerful way for an organization to manage, assess, and analyze its application portfolio. But it's only the beginning. We're working on multiple initiatives to widen the scope of MTA, allowing it to go beyond the assessment and analysis stages to fulfill our vision of providing value at every stage of the modernization process. Stay tuned for more features coming in MTA by visiting the product page available on the Red Hat Developer website. Thanks for watching.