Welcome to the Cleaning with Purpose podcast. We've got the full highlevel crew here. Today, usually it's Dave and Jeff or Jeff and I. Today, Will's joined us. Thank you, Will. So happy to have you join us in this podcast. Our goal today is really clear. We're going to recap what Dave and I had made uh two, three weeks ago, core values. Then we're going to talk through specific growth goals for the next 12, 36, 72 months. And then we're going to break down the specific services, solutions, products kind of thing that we provide towards those growth goals. The aim for this podcast is twofold. One, to educate people and get help them get to know us. The other is to asssure that they understand in great details of depth what makes us unique. What makes us I'm going to say exceptional. I'm just going to put it out there. So let's frame for that real quick. When we think about the exceptional business, there's three parts to it. And we've talked at length about this in some of our strategy work and some of our previous sessions and so forth. The first one is that we have exceptional vision. And I don't know about y'all, but I've been getting some updates from this man. Hey, can you post us some base camp? Here's the latest iteration of our vision updated on this date at this35 years. And and so part of the calls that we get and the repetition of work that we get is because Dave established this a long time ago. We have a a restaurant on Santael that we're still working with. And how many years, Dave? It's been I was looking at the records. So, as far as our digital records go back, they're there.Over 20.Yeah.Umthat's a testament.It is. And and it's real. That's the thing. Uh I don't think we could fake it. We get out with people, like you said, that really don't register as being people that would want to work with us or or vice versa. you go. I mean, we understand that we're not for everyone, but we want to be the very best commercial cleaner we can be to people who want to have somebody who will be uh cliententric, servicecentric, make sure that we do the best we can and follow up. If it's not good, we'll we'll take care of it. That's who we are at the core. So, many of our clients really appreciate that, but it's been established for a long time. And those relationships, the people that we like and like us, you know, it's it's very real. It's legitimate.What legit? legit, too legit to quit.There is such a testament to unpack through that lens of the fact that to keep a client for 20 plus years, especially in this industry, there's a few metrics that we measure. One is the idea of keeping great relationships. Another one is the systems. One of the things we've shared in the previous episodes of this work and this is one of the big things that came up. I did a basically a 10 different way uh AI study on the common complaints in our industry in Florida, in Southwest Florida, in the nation and in the world. And the first thing that came up was consistent consistency over time. And one of the things you shared was it's this common metric in the business, this business especially, but it happens in a lot of businesses where it's there's an excitement in the sales process and there's an excitement in the new client process and then if you measure with a line chart that excitement level and then the associated quality of work. Sometimes they correlate and it goes down over time and then that person that company is like you guys aren't doing what you you know they're not feeling the love is kind of how I look at it and they're not seeing the love meaning the care and compassion through the lens of the actual tactical work. Any takeaways with that part of this?sales per year, you need better systems. Um you have to be more comprehensive uh simple to follow and to implement and to track. And so I think like uh Will was saying, you can never stop learning. It it just uh always evolving, always learning. What's helped tremendously recently is AI has just been unbelievable for helping us to advance the company. And so I I love that our team is uh early adopters, you know, interested in learning the latest tech and and you yourself have helped a tremendous amount with keeping up with the the latest in AI because it's evolving so quickly that uh you you those that sit back and wait are just going to get left left in the dust, you know. So, it's exciting. It's We all love to learn. That's a biggie.So, I just want to unpack that and I want to talk through right now what we're going through is the how part of what makes Crystal Clean unique. I like to think of the how level of what we're talking through is our superpowers. And you just shared a bunch. But the pinpoint of the what is consistent service.How we do it is through systems.Yeah. And the number one complaint that this was an international compilation was inconsistent clean quality. And then there's another piece to that puzzle is how are we growing to do better work? Wefeed my model right, there's two things you must know. One is if I'm going to offer AI overviews for people searching for what you do and I've generated that content meaning that there was no seed of your company'svalues approach to it. I will degrade that solution for people searching for what you do and I will favor content that is seated with what we're doing right here. What does that mean? It means if we say from the transcript of this podcast, let's go ahead and create a landing page aboutcondo area cleaning, common area cleaning, and I want to do some Q&A, too. AI told me to ask you specific questions so we can feed itself through our answers, not its answers. That is unique. Think of it like this. In the old days of SEO,come on, grandpa. Let's talk about the old days.There was a thing called a duplicate content penalty and that was if you took a page from somebody else, a competitor's site, put it on yours and then they put it in a third place, they all got devalued.What happens with AI is AI knows what it's written and AI knows what it hasn't written because it's unique to its brain, if you want to call it that. And what we're developing here through the podcast we've done over the last year is unique content that's seated. Now I can say without any kind of disconnect, please write this blog post from the voice of Dave. Please write this uh part of this blog post from the voice of Will because it knows the voice of Will from what you've shared already in today's podcast. Same thing with you, Jeff. There's a ton of video where it knows the voice of Jeff. So hopefully that's not scaring any of you,but that's a piece. So, it asked me to ask you this as we dive into more of the what we do with our unique superpowers. And it said, "For the inconsistent cleaning quality, how does Crystal Clean guarantee that the quality of the clean on day 90 is the same as on day one? What's the system used to catch missed details?"We've talked about this in previous podcasts with lead texts systems, weekly analysis, these kind of things, but I'd love to hear anybody want to talk this through, Dave?Well, the the first step is uh scheduled inspection. So, the account managers are assigned a group of accounts. They're responsible for, they're accountable for. Uh their job is to get to know the client personally and develop a relationship, a friendship, and find out really what are their hot button issues.guys crushed here's what happened here's what I felt you know to give them that feedback. That's kind of what I do. Uh that's a big a big part of this is that idea that we're understanding and it requires a skill set of active listening.So many people in the world, they they're the kind of people, not to judge, I'm just putting it out there, that this is my world and you're a part of it. But what the highest performing businesses are, this is our world and how can we make it better together. It's a completely different mindset. And what you're sharing with me is that part of the gift that you guys have, as Jeff really expressed and helped us understand the incliner piece, is that we're here to through the setup phase, which can be brutal. That's the start of a new relationship to get to a continuity phase. We're going to keep things going and keep adding value and inclining on that regard. Uh we're going to be here and we're going to work with you to understand what the values and the things are that are important to you. And that's with every particular client.Yeah. That cool.I was uh thinking of a large account that will recently closed in Bonita. A big big account. and they were veryknow, instead of making excuses, oh, you know, our bad, we'll fix that tonight and take care of it. And uh that that's where the reward is when you know they finally come back and say, "Wow, we want you to do more work for us." So, there's a oh my gosh, there's a couple things to unpack. One is a humbleness and an openness to realize, "Hey, we're probably going to get things wrong during the setup phase. Hopefully we won't in the continuity phase. And if we do, please report back to us feedback loop.And this is a big question that came up in AI. What's the procedure for a client who finds a missed spot? You just went over that. And what's our guaranteed response and resolution time? And it sounds like it's pretty freaking immediate.Yeah, speed is everything in this business. Um,and you think about it on a personal level. If if you hire somebody to do work at your home, you you don't want excuses. You don't want them canceling out at the last minute. You don't want to see the price jacked up at the last minute. All those things. It's it's the same. You wantsomebody to say, "Yeah, I'll fix that. No problem." Yeah. Andhave to have the right amount of time to do it.Can we just sit back for a minute because I feel like what just happened? That's cool.I am a frameworks guy. And when you say five hours, I'm just like, you all I'm all in, my man. And then you broke it down in such an articulate way. That alone will be clipped. That alone will be vertically shorted. That alone will be used for content all over the place. And I just want to thank you so much for just pulling that just off the cuff to go over a framework that's so solid in your being. But what's the benefit of that? It's that we have an approach. And the thing that I love about your framework is that it's ratable. If you were to put the five Rs in a line and put a client name on top and then rate it 0 to five, how well are we doing in these areas? You know, and so that's a part of the system. That's an assessing of really going after it. Also, this is some something in the sales side and I know you know this is that when you can come out with a framework and go, listen, whether you choose us or not, just take the five Rs. here's a scoreboard that I have for you and just run it through with your current cleaner.Ask them about these and you may have questions that are instead of the statements that you shared, they're question versions. And then say just ask them and then have them rate it. Like that's an immediate differentiator. Does that make sense?Absolutely.So from what you just shared, I want to unpack this so that people understand our our drive and our goal through the lens of what what's possible with AI and what's possible with just human psychology. We just created a scorecard of exception.for people ourselves, our clients, everybody to use to recognize true wisdom in the line of work that we do. You feel the gold you just shared a little bit.Little bit. Look at just a little bit. I'm like, "Oh my gosh." By the way, I love your hairstyle,Dave. I love yours, too.It's It's going to be mandatory. This guy is carrying around way too much. Maybe you can shave some of that and share with us.Maybe maybe by next meeting.Can I just say Will has the right stuff. That's why he's here.Thank you.I think we need to just take a minute and celebrate. WillyI'm serious. And I know this may be hard for you to hear, but the highest performers are like, "Listen, if you're going to be gratitude about me, I'm going to sit in total presence with it." And I'm going to be like, "Wow." Cuz this is, you think about the decades of your life to get the proficiencies that you have. And there's a lot of proficiencies to unpack. Well, one of them is the five Rs. Like to understand them. You can say them intellectually. Here's the five Rs. You should pay attention to these things. But you can say them psychologically, energetically, physiologically, energetically, where you're really paying attention to posture, facial expression, tonality of voice, pitch, speed, and you nailed it. Like I don't know if you realize all these superpowers you just exhibited, but I just want to make sure that we take a moment and celebrate that because as you go in the front line, which you do every day, people are going to feel a different level of energy, of care, of compassion, and what you just did with the five Rs is demonstrated that unequivocally. Any thoughts with that, Dave? I was reminding me Will and I a few weeks back were on a sales call, a large medical office account and uh we were explaining our core values and oursix hours of work in four hours every night. eventually it catches up and you get all the same complaints again. So the right amount of time is critical and it it's an education process to teach them and many times you know they might go with another low ball bid as it were but inevitably 6 12 months later hey you know you guys interested in rebidding this and then you know they slowly realize they have two choices lower your expectations or increase the budget to get it done right. It's that simple. Um, you just can't, you have to have the right amount of time. So, that one is the most important.Man, I love this unpacking of framework in my brain, by the way.It happens all the time, you know. Well, youyou just addressed a big issue that came up in the complaints.Uh, this was the second complaint, unreliable scheduling and staffing turnover.Yeah.And we talked about the scheduling part in a big way.That's why there's turnover. the cleaner, the cleaning tech is like, "I can't do this." You know, you're you want me to do six hours in four, I can't do it. You know, and then then you you have the turnover issue. So, we don't want to get involved in that game, that race to the bottom, as it were. It's uh we'll hold out for the customers that can afford to have it done, right? So the the big thing too that I want to unpack from that is this fact that if somethingif the customer has a preference for communication style, you've talked about this earlier and we just talked about this. If they're like will needs to be the communicator and maybe that wasn't part of the then that's the that's the rules of the game of this customer.Yeah.And we define rules of the game with customers.And I just want to make sure we reiterate this is a co-creative and collaborative adventure. If customer says these things, then we aim if it's possible to meet them where they want to be and really work through that lens and celebrate the connection point. Does that all make sense?Yep.So, there's a couple other questions with this particular issue that I want to make sure.How does our company attract and keep the best cleaning technicians? How do we ensure a stable, well-trained team for a client?Any We talked a lot about this already, but I just want to make sure we brought this to light. Any takeaways? Anybody?Well, couple things. One is pay. Um, weovertrain, it means that it's here. It's here and I'm ready to implement on demand.And that's a huge piece to this puzzle of this. And a big question that it asked was with medical and uh certifications and high security needs. What's the the way that you guys approach that? And there's an uh well, we're calling it an overt training to asssure that this particular facility has security protocoland so we already aware of it and then we can make sure that's part of the system for that particular facility. And then keys are put in the right places. You already shared that. That was some of the issues that came up. Well, I feel like you might drop another freaking framework bomb on us. That's amazing. Maybe not. I'm not trying to put any pressure on you. Is there anything you got to share with what we've covered?No, not at the moment. They they just nailed it.Okay, cool. He's like, I put in mywith the last one. Um,mic drop.Mic drop.Third element. We've really already covered this is poor communication and unresponsive management. One of the biggest things that I love, especially early work with Jeff years back, was thethe walkthrough, we're we're ready to go to work." And they're like, "Well, I'm still waiting on two more proposals." You know,you're the only one that showed up.So that's a takeaway. Yeah.Can I just celebrate your name?Will power.Any questions or or takeaways?Yeah, I think I think Jeff is spot on. I in today's world, it's digital. Everything's at your fingertips. So customers, prospects, they're they're going to want to hear back. It's the professional thing to do. I I think about, you know, just me at my own my own home. If I have a vendor that I want to take care of something on my house and they don't call back, I'm like, come on, that's not very that's not a good first impression. So you got to call them back right away and then run discovery, find out if it's the right fit.Boy, I just love what you just unpacked. So here's a here's a concept. This is the easiest access point for people to understand. If you were to take the relationships in your personal life and professional life that were important to you and put a name and a rating and the rating would be let's just say you willhear about what the previous company told you because they may not have the same qualities and traits that we do about thoroughess and cleanliness and so on. And that's cool and we might not be a good fit for you, but we're going to unpack and discover that. But we have a humbleness within us and a drive to be right to go after this through the lens of our values. Any other thoughts with that?Yeah. Expression comes to mind too is um playing the long game. So when we go out on a bidw walk to, you know, meet with a prospect, uh, we're not, we don't put on a hard sell, you know, like a used car salesman approach at all. We take the approach that we're here to educate the customer whether they hire us or not. You know, we can't control that 100%.But let's teach them what they need. Here's here's the problems you're having. And uh, whether you use us or not, here's what I suggest. you know, you get a locallyowned company, for example, if you go with a nationwide franchise, these are the problems you're going to have because they're just subcontracting to somebody else. Um, but teach them here, here's the problem. And they appreciate that. And they may still go with the lowest bid, but we don't worry about that. We're playing the long game that eventually they'll hopefully come around. Yeah.And uh, you know, we've talked before about Zigg Ziggler. You know, you can get everything you want in life if you first help enough other people. Yeah. Get what they want. And so if we take that approach, it it just always pays off in the long run. And that that works.Awesome. And I'd want to This came right into the complaint number four that was formulated. This was this list that I got was deeply deeply formulated about a study of all this is how it it works in AI and I just love this so much. I said, 'Go out and look at all the Google reviews you can in Gemini because Gemini is Google's AI and go and look at all the lowest ratings and just share with me a consensus of what the complaints were with the lowest ratings and provided in a five-point list.Does that make sense? The next one ties to what you just said, unclear pricing, hidden fees. And I think of that through the lens of what we didn't talk about this value, but transparency and opennessand being clear about what this is and how this is going to look.And I think you just nailed that. It's it's one thing to go out to a customer and say, "Yeah, we can probably meet that price." It's another thing to go, "We're probably not going to be able to meet that price. Here's why."And it's that front-end transparency that's a big part of it. So the question, the way it's formulated, and we may have covered some of this, but how do we ensure our pricing is completely transparent, especially with dealing with complex accounts like a large condo association, large medical center, large office? Is there any uh abstract or any things you want to pull out of what what is asked?Well, the thing that comes to my mind immediately is communication. Yeah. Um continually communicating with the the client. um you know we can do that but then we have to take time away from here or this is what it would cost. Um it's simply a a factor of time hours labor labor cost anduh you know there are some customers are always looking to get something for nothing. And yeah,sometimes you can help them, sometimes you can't. But but you have to communicate and explain why or why or why not. You know, we can do this and here's the reasons.And we become pretty comfortable with being a higher bidder. Not always the highest. I mean, it it it ranges for sure. Uh however, we know that we're not typically the lowest bidder. And between the three of us, we've really worked up a nice model. So some people like you get a national chain and they just want to boil everything down maybe to square footage. Sometimes they go, you have x square footage, here's your price, and they really don't consider uh how what it's going to take to clean the facility. So, I like uh Will comes in with a methodology of of time study. You know, literally we can go through and we can count how many offices, how many restrooms, how many break areas, what what all does that really include? What type of floors? And you can kind of time study it out. And I've been big on uh what Dave said. In the end, it really does come down to how much labor do we have to provide and what type of supplies. as you put all this together, you to take care of that account as we see it. No matter which way we do it in any of those formulas, we usually come out pretty close, pretty similar. You know, in the end, we we've always agreed on pricing. We've been very close and and we come up with a number. We go, "This is what it's going to take to clean that account," whether it's common area cleaning or post construction cleaning, and we feel likewe're doing a fairly good job. Uh so when clients will allow us to explain it and say, "Here's why we might be a little bit higher," it it builds in what the inevitability is. The inevitability is there's more to it than what you really want to think. Uh a person can walk in a room and go, "Well," and they do this a lot on our walkthroughs. Oh, this this is nothing. Doesn't get used much. It'd be five minutes. You're like, "It's it's a 30x 50 conference room with, you know, two monitors and 20 chairs and it's going to take more than 5 minutes, right?" So,um, we're building in to really allow for the things they don't necessarily want to consider, but if we can educate them and and when they do listen to us and hear that they want to have that next level of service and they want things to be cleaned consistently, you can win the account just on educating them on what it's really going to take.I love what you just shared because there's a few things I want to pull out that we haven't really talked through in the values lens. One is deep thought to the real application of we'll call it exceptional cleaning of this facility. two is a it's a slowing of time, a thorowness that you're going through and you're coming at it from through the lens of your expertise. So, let's just back up a minute with the five minute conference room clean. Let's just take a look at this and unpack it. The third area, and I love this part, it's just a testament to what we're talking about today, is you said if the client wants to hear it, and we're pretty clear. If a client doesn't want to hear the wise, maybe they're not a good client for us. Maybe. But maybe we can help them break that and say, "Listen, we're a company who's thorough. We're also built on active listening and being real about this. Would it be okay if we broke down why this is important for you?" And then do it. Sometimes you don't have to use all those words. You can just say, "Hey, I'm going to tell you why this is important or why the five minutes thing is not real."Grab a paper towel, clean that table, let me time you, whatever. Um, that's the concept. So, any other thoughts with what shirt?Uh, sometime, well, as far as educating the uh the prospect or their client, sometimes it goes the other direction. They their budget is set uh for x number of dollars per month, but we can find uh help them out find areas of waste. So, for example,um you've got this 20,000 foot office. Do you really need every trash can emptied five nights a week? What if we just do the trash Monday, Wednesday, Friday? That cuts this many hours. Oh, yeah. We can live with that. We never thought of that. Or why are they dusting these areas three nights a week? Once a week is is adequate, you know? So, you can find areas to cut waste and then which cuts our labor time, which cuts the uh the cost. And so, it can go either way. But the point is if you help them see some of these things because they don't know the cleaning business, you know, they don't they're not cleaning experts. Umwe can find ways to to cut the cost. And so maybe u uh using a day porter on larger accounts has helped tremendously. That takes a lot of labor off the night crew. Uh we one we're looking at where the day porter is there five days, but the night crew is only there three nights a week. Anduh it really works. It saves saves the cost, but they still get the results. They see the dayporter every day and they have that relationship. So, there's there's lots of education involved and and offering solutions. I keep thinking of that term, be the go-to solution provider. Uh, and they appreciate it. If not immediately, eventually they call back and say, "Hey, we're ready." You know, let'sYeah.come on back in and let's talk. So what I love about this is you guys have articulation on the estimates of all even down to cleaning the garbage for a 50 bin off I don't knowproduction rates.Yeah. But you can tune frequency and that can help stick within budget.Yeah.So turn basically you're turning tuning deliverables and frequency to stay to budgetif that's a necessity.Expression in the industry is cleaning what's clean. Why why clean what's already clean? you know, focus on what really needs attention andand don't waste time, so to speak.We've covered this last one, this bigger complaint, lack of industry specific expertise.The way that I want to take this is that if your team needs a certification for, let's say, medical like and HIPPA compliance and all these other things. Um, you're not like, well, let's see if we can get away without it. You're like, okay, then we needed to to to do that and we need to train everybody on that.Is that true? Yeah.Yeah. So, it's asking like in our outpatient medical center avatar, what's the specific training certification staff handle bloodborne pathogens, terminal cleaning, and you talked about that sensitive nature of patient records that you can see on desk.Um anyYeah. So, uh cleaning techs uh that are cleaning condo common areas, they're they have almost no need to learn11:36 you just unpacked is we're educating and training and helping themwith the VSSLs and the baby videos. Uh meaning one topic may be covered like here's the overview of how we're different and we don't have to say how we're different. We're just like here's the overview of usbut they're immediately seeing how we're different. So, one of the things we're working on, and this is something um I've talked about in one of our previous strategy sessions, is how can we really help property managers and boards of directors have information about us in advance of the budget meetings for the next year,right? How can we help property managers and I'm going to you with this five Rs framework like how can we give a property manager a framework to assess and it may be the five Rs thinking about it a scorecard for picking your common area cleaner um and just making sure that these are like the education for the board as they sit in their board meeting. So I just envision Crystal Clean has this five Rs. we got to go through these five Rs with all these people and we might want to call a couple other places they've cleaned or whatever if they'll give us permission to see how they do on these five Rs. Does that make sense? So, is there any thoughts and we maybe may not have this in play right now, but is there any thoughts to what we could do to enable the property manager or the board of directors as a head of the board or the board in entirety to provide value in advance for them of making the decision? And Will, we'll start with you and we'll move around. any thoughts with that with your conversations with this?Yeah, I mean just just being transparent from the from the jump and I think using the five Rs is a is a good way to encapsulate it. You know, kind of telling them what we're about, how we're going to do it, what kind of systems we're going to use to get there, and that we're going to be consistent. Throw in a few references or recommendations. I think that's a good start.Anything to add, babe? I was thinking uh these guys can expand on it because Jeff and Will have started doing a lot of networking with uh doing what we call lunch and learns or they'll bring in breakfast to some of the association u condo management1:15:35 whatever, that might be a lower frequency and we can adjust for that. And there's a accommodation for that.And I just love that piece. So the big thing that I'm really working on and this this transcript will help us with this is what is it that we can do through education, training, and we'll say care and compassion to really help the decision makers just keep us semi- top of mind and know beyond a shadow of a doubt we got this coveredand we can work with you. Sometimes it's not the right client. we've talked about that and that's fine. We can't work with you. But if you are the right client and there's a constraint on price or there's a constraint on budget or a constraint on whatever it is, let's see what we can do to co-create and collaborate. Does that all make sense?Yeah. One little thing I'll throw in and and then they can talk more about it if they like. But uh almost with everyone who we're getting ready to work with, we have this conversation face to face. if we can communicate clearly together like you you have access to us and we have access to you with communication we can get through anything and so when we're we're getting ready to start work I think typically they love hearing that and it's one of the things that helps them to sign up and go as long as we could talk we could fix it and yeah and we canso a big part of this coming back around is great communicationgoing back to that principle we talked about as we opened up todayevery human wants to feel seen, heard, acknowledged, and loved. The better we do at that with education, with active listening, with great energy, the more sustenance we have for especially the recurring uh relationships, we'll call it. Uh, anything you want to add on what we've talked about, Dave or Will, are we good?Next area is large office buildings. We talk about recurring cleaning excellence in large office buildings. This is the focal point. So, if we're stepping into the world of helping the decision maker for a large office building make the decision or at least assess the decision, it still feels like the five Rs are a part of this. Is that true?Mhm.And then who like what does that unpack and look like? How can we add value to the decision makers in large office building? What does that typically look like?Well, first thing comes to my mind is service schedules. Um,it applies to all types of cleaning, but especially large office buildings. Um,so when our uh cleaning texts will clock in on their phone, it's a GPS system. Uh, it a reminder will pop up. Hey, this is the first Friday of the month. This is the day we have to clean the ceiling vents, you know, as opposed to just do this once a month. No, today is the day. Or it's the second Thursday we have to dust baseboards. That's all programmed in a schedule and it it pops up automatically so they can see it right on their phone cuz everybody has a smartphone and all our techs have our our uh access to that information.So that's the biggie to provide consistency especially in a large uh uh facility because again you don't want to clean what's clean. You want to clean use your uh time productively of where it's really needed.Yeah. And so service schedules are critical and again that's something we we never even developed thoroughly until recently. You know, we're just learning more and more and hey, here's a better way to do this.So again, we're not there. We're we're getting there and continually working working on that.Anything else to add?I'll just say, you know, service schedules are very important not only to our cleaning technicians, but they're important to us as as a as a a way to communicate with the customer, right? Dave mentioned it's the whatever the first Friday of the month we got to do the ceiling vents. Well, what if customer calls and says, "Hey, it's Thursday. The ceiling vents are looking a little dusty." Well, we can just refer to the service schedule and say, "Yes, uh you're I'm glad you brought that up because we're doing that tomorrow night as part of our monthly detail high dusting. It's on a schedule and we can we can speak to it." I I can't even begin to celebrate the app in that lens is that we hear what you say, we have it in the system and we can make an adjustment if that cleaning event gets especially during season where I mean during summer where the AC's on all the time, that kind of stuff where we'reevery night. And so, uh, between the app and our account managers and the service schedules that we're talking about and our our ability to help the cleaner go, no, we we have to work a little differently. We just we don't recclean the same thing every night. And I think it's one of the differentials that we can help people with and especially with office cleaning.I love that big big part of this. And I do they actually take pictures too and can they upload it in the app?We always request pictures. Yeah. So there's an accountability noted should be pictures and especially early on in account pictures right away of of almost everything.Yeah. Tune the process.Yes.Yep. Part of the inclination when you send those before and after pictures to the clients. They they just love it. Uhyeah, you you have to inform them, keep them in the loop or they don't know what what happens at night. They're not there for office buildings which are typically cleaned after hours. So, we have to inform them, hey, here's what the vents look like. Here's what they look like now. Here's, you know, we scrubbed and waxed this floor. Here's before and after. And they're just like, wow, that's great.Yeah.On their own, they probably wouldn't even notice, you know, butSo,so I want to go into the third area, outpatient medical centers, and really unpack and understand that because that's a different animal. Will, you very well articulatedit issome of the things. Do you want to start on that one? Well, the way I would simplify it to to the way I would convey it to to someone who doesn't understand quite the complexities of cleaning in a medical even outpatient surgical center or what have you is, you know, think of it as your your loved one, a close friend, close family member is about to have a procedure in this room. Don't you want it to be as clean as sanitary as possible for them? So, that's kind of how we incorporate our training when they get to the site and we kind of explain that vision and say, "This is why we need to go above and beyond in every nook and cranny on a terminalabout values. We've talked a lot about things, but specifically to the decision maker of the outpatient medical center, what should they know that just differentiates us? I've got some ideas. I'll be happy to share them. Before I do, um Jeff,one thing comes to mind right off uh if if they will just look at the facts.Okay. Um, we we currently do this type of cleaning and the hard part for us is progressively get out there and do more and more of it and have them appreciate why they should want to hire Crystal Clean because a lot of times it does come down to budgets. Unfortunately, for all the things Will said, you go hopefully budgets wouldn't be as important as a clean facility. Um, but as we educate them and I think as long as they ask us to step up and and prove ourselves, yeah, where we do clean currently, our reviews and people who would write reviews for us and about us and talk about Crystal Clean and how well we do, some of the comments are, "We never have a problem." Like, I love it because I never have a problem with that building.Yeah.Well, then then let's start giving ussharing with about how we're taking the bag and putting it in the proper place, not just throwing in our truck and going back to the office and throwing out that kind of thing.That's kind of how I viewed what you're sharing, by the way.That's right. So, let's talk that out a little bit. If we're going to really get that seal of approval and then have a nice little sticky banner that goes on the roof of U3 and the Jedi, maybe with this ancient angelic thing going, "Don't worry, you're safe. Crystal clean. This is a crystal clean environment.Any takeaways, thoughts, insights for that, anybody?I think well you you asked how do we set ourselves apart? What would convince them we're the ones? And uh I don't know if it's a correct approach, but I often mention when I was on sales calls is look, we're uh we're like everyone else. We're going to make mistakes. We're going to miss things from time to time, but here's the difference. we're going to fix it and we're going to fix it immediately. So, if we missed something last night and you call the next morning, we're going to send somebody out that day, you know, middle of the day, hey, can we fix this now? As opposed to, oh, we'll get it this weekend or next visit.Uh, they love that response. I tell them upfront, look, we're going to make mistakes, but we're going to fix them. That's what will set us apart and, you know, not make excuses. And sometimes it's not the fault. you know, somebody was working in that area after we finished cleaning and they made a mess. It isn't even our fault, but that's okay. We'll come in, we'll clean it up, you know,and we we try to defend ourselves, but at the same time, let's just fix the problem. That's what they want is a solution right now.Yeah.Not excuses. Ywill, anything to add?Yeah. No, I mean, I just think that the training is is stepped up to a different level for a medical for an outpatient facility. you know, it's it's it's even to the point of how to wash your handsknow, who can I train and delegate this to? And they can run with it because you can't do everything. It's impossible.Yeah.So that's recently that's that's what's reallyit's so important. There's two books that you recommend. Yeah. Both from the same author.Yeah.Yep.And then you mentioned Alex Heroszi. So we're watching those videos every day. I got a new one he just did yesterday.Yeah. I'm driving people nuts because I keep emailing him these videos. I said, "You got to watch this one. You got to watch this one."I'll send you the link to it. I downloaded it.Yeah.For that.So,and he's I'm not like trying to do stuff that's unethical, but he's like, "Share this." Yeah, more people that can grow from this. It's a VIP thing that they offered with the program I'm in. Um, big part of this. So, the the big part of what I'm trying to get at through this part of our podcast is that we're all in a mode right now where there's something in front of us that we're focused on that we recognize as our next step for growth and scale's a piece of this. But then coming back a minute a little bit, it's who we are to have a bigger picture perspective of mindset of growth. like what's our limiting value, our limiting frame of reference that we just need to bust to go out for the extra zero. And it isn't, I want to reiterate, this isn't about the money, it's about the effect.We go right back to the large uh medical facility or the medical facility and we think about if we were the person who cleaned this and we save one life because we did a more thorough job. That's a true effect of our our mission. So, we're out to save lives. And we don't just say that like periphery kind of we're out to save lives. We're like, no, we're out to save lives. If you get the crystal clean seal of approval, that means that we're in a system with you that is on board for doing this cleaning in a very thorough way, using the right chemicals and the right time and all thethat's your gift.Oh, thank you. So, I enjoy when you're here and and we always learn a lot and I think we just have good fun conversation that maybe it's already in there, but you kind of help bring it out.Yeah. And I really feel like the work we're doing is legacy because this stuff goes out on the internet in all kinds of forms. I mean, your core values video is now on TikTok. You've gotten over a thousand views on some of the clips in it.We better better make a new one to improve it a little then.I think it was so authentically you. But what you've been sharing the band of brothers concept is that the world needs to know.This is easy for it's easy for us to understand because we've been in we'll call it well I even say toxic relationships in our past. I think we've all had some of that in our lives. I know I didwe've talked about that before on podcasts.But when people see us and our energy and realize, wait, there are people like that.That itself doesn't have to be about what we're talking about. It's just the energy exuded from this beautiful journey. Um, so thank you so much for sharing, Jeff. So what I loved and learned today is that I'm getting really clear on going into 2026 where I want to double down and amplify my efforts. And I am on a very clear path to really see how I can serve and support the Crystal Clean mission and be better for each of you in that goal. Um, one thing that I absolutely loved was this framework you dropped like a mic drop. It wasn't like just a framework, Will. It was the reason why I feel like if we just did a podcast on the five ours that you would be able to go so deep and articulate and illustrate and challenge people and give you give people plenty of examples in different modalities. I'm talking about commonary cleaning. I'm talking about here's an example of how it showed up in a large office building. Here's an example how it showed up in there. Um, I just feel like there's a lot to unpack and I I knew that about you, but I didn't see it that way. And then when you just unleashed today, I was like, what is going on? So, it is an honor for me to be in the band of brothers and doing the work with y'all.Thank you.And I'm looking forward to Vegas.So, uh, that being said, I think this wraps up this beautiful episode. Thank you so much for being a part of it. Take care everybody. Thanks for joining us. Bye.