Optimize Your Business Leads Management for Corporations

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but all right thank you everyone for joining uh this week's webinar I am uh Beyond excited to be with Karen Mitchell from uh simply floors Karen how are you doing good thanks thanks for having me Todd yes I am I'm very excited to chat I know we've done this chat a few times and every time the internet went down so um you were willing to do this from your house today so we actually had internet so I uh I appreciate that sure um I think last year I I referred to you as I think the lead queen or the Leeds legend or something the the queen of rlm which you know broadloom lead management at this point but um I want to take one step back and everyone listening let's first talk about simply floors um sure who you guys are you know give us the background on simply floors and then we'll dive into lead management a bit sure um about uh into that simply for started in 2014 and prior to that um my husband had been a general contractor all the way up through about 2 2010 and we actually went broke and so at the time I was working in healthcare I'm a licensed physical therapist and I went back to work full time because I'd previously been staying home while partially staying home not full time but I've been working only part-time um because my kids were kind of little and so um he got a job with another flooring company and that went along for just under two years and then he realized that he was the top salesperson in a nationwide company and we still weren't making it so that there was something wrong with that picture so he decided to start his own flooring company and at the time I wasn't necessarily going to leave my job like I was going to stick with my career um so he had a business partner somebody who had money we didn't um and so he joined with this business partner and it was pretty quickly apparent within the first year that they we were not a good fit and so it took another year to disentangle that partnership but we did and then at that point I decided to leave my career and go into full-time and with buddy into simply floors okay so from physical therapy to flooring kind of the same therapy oh sure um we have your house we have a person you know yeah exactly kind of the similar um I want to hit on on one thing I mean there's kind of a resilience thing there you said strap going broke too oh yeah now I don't you know maybe you could tell the walk through the trajectory like going broke to um building this thing with the wrong partner then you coming in to now you guys do some amount of money just like what is the resilience there and where have you gone from broke to where are you guys at today in 2021 2022. um tough things happen you can either learn from it and move forward or you can crash and burn and we definitely had some times we were definitely crashing burn for a little bit but um buddy had actually decided he was never ever going to own another business like he was completely crushed and burned and it's a really really tough thing mentally to go broke um probably more maybe more so for men than women I don't know but in that in his case I mean it was just really really tough mentally and so um he needed that period of time to work for somebody else but then when he kept seeing you know what they're not like this isn't good and this isn't good and this isn't good so when we made the decision to go out on our own again we determined that we were going to learn from a lot of our mistakes and um move forward from them and do things differently and is there one big takeaway there before we dive into everything one big takeaway that you learn I mean you have to crash and burn to learn everything so what is the number one takeaway then let's get into kind of the meat here don't repeat your mistakes yeah they're lessons you're not what they are because if you can't figure out what they are you're going to repeat them yeah no that's totally fair and now so you guys have grown the business how big of a business is it today what does the business look like today um I think it's gonna be about seven and a half to eight million this year I mean it's been a little bit of a flat year we had hoped to grow we had some projections like we had some goals to grow but it's been a little flat so um I'm not sure that we'll grow this year it's a tough year for everyone let's let's call it um okay so up to 7.5 million and you guys have changed a lot you have a lot of processes a lot of things but I think the topic for today is lead management um there's a lot of people out there that don't manage their leads or they just get form fills or phone calls and you know they go figure it out what yeah what were you doing before broad Loom lead management previously rlm you know let's do it out there uh what were we doing before broadly management and what was the moment where you were like we need we need lead management like we can't live without it yeah well so when it was just buddy and myself it was not terribly difficult to manage the processes because we were a lot smaller so um you know if I'm doing half of the business work and my jobs are defined and he's doing this half of the business work and his jobs are defined then that's kind of easy but then we started growing and it was too much work for the two of us and so um you know he went out and sold and sold and sold and I did everything else like I did all the ordering all the scheduling all the the you know he would call usually and scheduled the jobs and he'd communicate with the installers and things like that but when we realized it was outgrowing us we started having to add people where was she keeping track of all that during that time um he wasn't great at it because he's not the detailed person so sometimes it was in his head and sometimes it was in notes like a notebook in his car but he was driving around because everything was shop at home so you know that's not a great for people who need help organizing things like need help staying organized um and are not detailed people that mobile thing is really really tough because you always have things falling on the floor of your car maybe you got an open where you jotted it down maybe you left it at a customer's house you know stuff like that so it was challenging and so I just started making like filing systems in my computer and we had you know electronic um you know estimates instead of paper ones like we just made little changes to streamline stuff so I basically was sitting at home kind of managing all the details and he was out trying to generate income okay so at some point you realize that wasn't going to to work listen I can't remember a lot of times what I had for lunch yesterday um and then I can for some reason remember a lot of like business conversations but like if you were to ask me Mrs Jones what conversation did we have about the specific carpet you were looking for like I don't think I could remember unless you have a photographic memory I gotta be honest I don't know how you don't use a CRM or a spreadsheet I agree yeah um and we had spreadsheets like I would create Excel sheets to track like our builder jobs you know because we got them on timelines and stuff so we had like and I'm not very good at Excel I mean you can ask Patrick I hate I kind of hate Excel but I can do the basic stuff and so we would create these Excel spreadsheets and we would have dates and I'd have to check it every day and like okay which date is coming up next and you know which one we got to do so there was a lot of like kind of cobbling things together that we were trying to do um over time and the processes part you know we were in business for four years before we got rlm and so we had put these different processes in place just using like computer tools that we already have you know Microsoft Office and things like that so um and as we started adding people we had to we had to develop policies and procedures because we realized that we want things to happen a certain way in our business and unless we have a policy or a procedure for it it other people aren't going to know that yeah yeah how can they expect to how yeah I think you said something to me really interesting before which was if we're all rowing a boat but you're not telling them which way to row everyone just Row in different direction you're just staying in the same you're just spinning in the same Circle yeah following uh or pulling a wagon or something like that like you know everybody saw the queen die last a couple weeks ago right and watched the funeral and those soldiers carrying that gun cart with those big long ropes if you looked at them I don't know if anybody watched on TV but I did because I just got back from London the day before so I mean I was like jet lagged you were you were impressed by the process and procedures I was because those souls are walking in lockstep and they all are pulling that rope and that car did not waver yeah yeah no and I mean that's efficiency saved and that's just getting everyone on the same on the same you know the same timeline the same everything so let's so if we really look at lead management there's a few things I want to hit on first I hear questions all the time of like why do I need to manage my leads um I have a lot of answers to that but how would you answer like what are the real benefits of lead management I want to say something out loud just up front here like we don't do a good job selling lead management why because it's 19 it's 19 a seat like it's not like remaking a ton of money now didn't you have a huge price 20 yeah or 18. actually I think it went from 16 to 19 or something I don't even know what it is but yeah uh it's not a lot of money so it's probably our fault that more people aren't using it so I don't want this to come off as a sales page but I do think going into a recession we need to do anything we can to get as much business as possible and if you're a leaky bucket of leads you are less likely to be successful and that's my answer but when someone asks you why should I what are the benefits of actually managing my leads or specifically you know the Broadband lead management system what would you what do you say to that yeah so I kind of approached it from the point of view of what happens when you don't manage your leads and so I I kind of was thinking of myself What are problems that business owners come into because they're not managing their leads and I would ask them are they putting out a ton of fires every single day are they forgetting to call people back do they have a process that is consistently followed by everybody in their company do their customers know what to expect when one person answers the phone are they going to get the same answer from somebody else and also how do you do problem solving in your business and there's more questions that you can go through but do you have a sales process is that well established and all those things can be solved I bet you people listening can probably say yes to at least one of those and maybe more and so one of the things that it benefits is that you increase your efficiency you increase your team transparency it promotes Teamwork because everybody can see what anybody else is doing you get more accuracy with everything that's going on you have accountability among your team you have clear expectations among your team you can set clear expectations with customers because you have a process in place and I would kind of add to that that I don't think it's enough just to say I'm going to use rlm or lead management but you have to actually put some standardization in place because just using it isn't enough because it's very very open it's very customizable and it's super super flexible so you can't just say okay everybody use this and boom now we're on the same page you have to have some kind of consistency and standard a process in there so and I think we're going to talk about that I guess I want to dive into one part of that which is also let's say you're on vacation like you you have a few you know you go on vacation I think you're going down to South Carolina or something in a week and like how are you able to check in on your business if you don't have the ability to look at your leads well that was my last point that I was actually about to say and the point is is that you have happier employees and you have a better work-life balance because if you are on a vacation and we have sales people that take vacations somebody was going to be out in another week and if your customer calls and we don't have access to your information we have to call you when you're on vacation nobody wants to work while they're on vacation and those of us that are business owners and heads of companies like we know that there's an expectation that sometimes we take those calls right because the buck stops with us I mean I know you take calls when you're out and about and I do too if it's absolutely necessary but the point is is that we will all burn out if we don't have some work-life balance and if you don't put some boundaries in place but the only way you can be a team and have your team help you while you're out is to have proper documentation and proper procedures because I never have to call you know one of my sales staff was off for her birthday this weekend she was up in the mountains she had friends coming in from out of state for her for her birthday she was without cell service and really couldn't answer calls and she's one that I actually have to say Kristen ignore your email while you're gone like okay you're gonna get emails just ignore it you you got to turn it off you cannot answer them we were able to handle everything that came in for her while she was gone with absolutely no problems because she had everything in there or I mean vacation forget that that's an easy thing how about if someone leaves right imagine someone that's working 30 or 30 leads or so and they just decided to quit for sure then what for sure and we've had that happen as well that's that's it these are not unusual situations that owners get into at all yeah they're common and I even say at a higher level like when I'm talking to a lot of retailers that want to sell their business and I'm saying well what are you selling and they say oh well we have a great brand name and oh uh this I'm like well you have no process you just you running around and your customer records are where oh we don't have them and I'm like if I want to buy the business I need process I need procedures I need a scalable solution and I need customer records so I know oh these people could be reaching oh this person's bought for you but you have none of that then what are you selling nothing and let me give you a little bit of a sobering story to that we know somebody and I'm going to be very careful about what I say but we know somebody who um the business owner suddenly died and um I mean it was extremely sudden he wasn't even sick and now the wife is left with what to do with the business and she wants to sell it because she needs money she's got nothing to sell yeah nothing because he's gone and their words no procedures no business no nothing his business was him and you can't you can't expect to have some something of value when you don't have any processes no documentation no structure it's just not there yeah no I mean that's a I don't want to call it it's a sobering example but it's very sobering and it really hit buddy hard because this guy wasn't too much too much no it totally makes sense so I think the moral of that is enjoy every day number one and number two um make sure you have systems in place so so the next question I hear is like well it's daunting I'm so busy it's daunting and getting my staff well my staff is you this is what I hear my staff is unique you have to understand like they hate technology and and my mom works there and that'll just never work it works for Karen but like it just doesn't work for me how do you guys on board and train and more so I guess than that how do you enforce this policy because supposedly everyone else's team is different than your team I guess yeah I mean I think that you have to truthfully I think you got to step back unfortunately and you kind of have to look at your team structure before our Alum because the idea is is if you're already in a situation where everybody is just doing whatever they want to do in your company then you have a more root problem in my opinion than just onboarding lead management so you have to have some clear expectations of who's in charge who's your direct report how your company is set up you know does everybody know what you're what you're shooting for do you have a mission statement do you have core values I mean Jason touched on some of that in the boot camp and I think that is really crucial to get some of those basic things about your company set up because once you have established that even if you don't have processes in place you say okay you now have a trust position with your employees and your team saying we have investigated this and we have decided that this is going to move our business forward and we want everybody on board and so you've got to obviously convince people as much as you can and if they cannot be convinced I mean and I'm not saying you know some people have heard me say hey if you don't do rlm you don't work for us which is technically true but I don't mean that in a really um rude or snarky way I mean we're gonna do everything we can to convince them to be part of this process and see the value of it so I mean if they're absolutely refusing after that then it's 100 true this is part of our process just like any other process in our company and if you're not willing to do it then you're not part of the team yeah yeah and you're in charge right like that's the other thing it's like who's in charge like I think we've gotten to the point where I know there's a lack of people that want to work but you are in charge you your employees or your sales person is not telling you how to run the business well and to be honest I'm paying my sales staff really well and we expect a lot out of them for what we pay them and so there is absolutely no reason why they cannot follow this process and you know I tell the story of the person who was our top salesperson at the time that we took on rlm and she was really our golden girl and everybody in the office knew it and so she was kind of grumbling and mumbling because she was saying in behind the scenes not straight to our face but saying that I don't think I want to do this is just going to take too much time it's going to take away from my sales time her sales went from like um I think it was 850 000 a year up to one and a half million or something like that like her sales jump like 40 or 50 000 a month within three months so she she got it I mean she was more efficient she didn't forget things she had things documented and she was an excellent salesperson I mean she'd still be working for us if she hadn't moved across the country yeah well I'm sure she got way more efficient so how do you onboard people like her what is the onboarding like for you guys new employees kind of get yeah I'm doing it right now I have somebody that's been hosted the general ones and then we explained that we have a customization of these videos so they get an overview first and then we start going through the processes um a little at a time and really um the bottom line is they have to just get in there and do it and then the person who's training or helping them has to be spot checking and making sure that things are being followed correctly so for instance with this new person we always start a sales trainee answering the phones to some degree so that they get a lot of experience answering questions and things and so when they get the leads in guess who gets to put them in every single time is the trainee because they have to practice and watching it on a video isn't really going to do it they have to get in there yeah yeah totally makes sense so you do videos they practice they spot check and then how about like okay they're up and running and you know kind of ready to go what do they revert back to I know you're big into flow charts and written kind of visual things like yeah we have flowcharts for all of our processes and so they're expected to use those as resources they know where they are they know where they can find they don't know exactly how to do something then they go back to their reference sheets and I'm always help willing to help somebody like figure it out but sometimes after a while if they've asked the same question over and over I'm like go look at your book first and then come back and tell me if you can't find it um and here's the thing you said two things there you also pay people well so like you probably get the best talent by paying five percent more ten percent more um but you all like you're doing this because you think it'll allow them to make sell more so they can make more money and as long as they understand the intent you know you would hope there's never any pushback of like the purpose and reason we're doing this and if it doesn't help you sell more we won't use it but you've it's obviously proven to help you sell more which is why you're doing it yeah exactly and we have like we've set some minimum standards and minimum expectations and you if you're familiar with lead management you know that there's a whole bunch of stages you can set up a million of them if you want to um I suggest they keep it simple as simple as as possible but um I have minimum stages that every salesperson is expected to do now they can do more than that but they have to do the minimum and there's certain things that they have to do in order to turn in a job and they're written out you know they know they know what they have to do and if they don't know they're learning yeah yeah no I I totally agree and it's about the commitment and time that you yeah practice is really the big thing practical practice like it's one thing to show them everything that they have to do but they really have to get in there and practice so literally we just start giving them leads and start walking them through the process and how much not to take this aside but I know you're also onboarding or onboarded or I don't know what you call it on with role math problem Erp roll Master problem Erp do you envision the same procedure do you envision the same all of this that you're going to do for your current employees for enrollment [Music] I'm not 100 up on the processes it's really difficult you have to basically be the one that knows everything when you're writing the processes so it may not be the same person in every company that's doing everything I am currently probably the one that knows the most about the role Master processes but that's a little bit different animal because there's so many different ways to do things in in real master and I'm still tearing my hair out on a few of those myself so um that's another conversation but um anyway I mean yes we have some processes that for sure but really we use lead Management in tandem with role master I remember a couple years ago when people were asking me why we have all these expensive expansive processes in rlm because I didn't have an Erp at the time I was using QuickBooks and they're like oh she only has to do it that way because she doesn't have the Erp now that I have an Erp I 100 disagree with them because the Erp does not do the tasks the who's who's next on this list who takes this part of this project over I have to use them both together and in no way has my Erp substituted for rlm like I can't even think of one place where it has yeah one is very specifically lead management and once everything after that you close the lead right like yeah because I manage everything from the sale all the way to the like the thank you card at the end and people are like oh you don't really need to do that if you have an Erp oh yes you do so do you send or your thank you cards actually hang written or to use one of those services you know nobody has dollar volume and now that we're lower we actually have talked about what can we do to like pick up the referrals and stuff like that and we've talked about that so it's not off the table by any means but we do have a service and we have a girl in the office that does it well and to get over the 8 million Mark I know you guys are opening ground or opening up a second showroom so that should help displays are supposed to be delivered today and the truck is late welcome to the flooring industry I guess um okay so I want to hit the last part here which is um standards right so we've kind of talked about why you do it we talked about onboarding we kind of talked a bit about training but again it's what are your standards within rlm like what are the big do you have any tips and tricks and again I I think it's like everyone can use rlm differently so if you don't yeah standards everybody can use rlm differently and my tagline to my team is that if it is not documented in rlm it does not exist you didn't do it I don't care if you said you called that customer if you didn't document in rlm for all intents and purposes you never called them because the biggest problems that we have and when we end up having to put out fires not always but when mostly the time when we end up having to put out a fire it's because somebody did not document something in rlm that they should have we could problem solve and I alluded to this earlier we can problem solve if we have the facts but if you do not have the facts and a problem arises how do you solve that problem problem solving in my opinion involves Gathering the facts figuring out what's real taking things one step at a time figuring out what the actual problem is and if the facts are not there you cannot solve the problem you have to spend time finding out the information instead yeah and doing things consistently over and over again I could imagine like someone interested in one way versus another way or someone uses it one way versus another way or someone uses a certain stage versus another stage that's why the processes are so important because everybody has to know I have a definition sheet and all of my staff I tell them right up front in fact the first day I do orientation I say these three pages are the most important part for you to learn in rlm and you can't work here if you don't know these things these are essential to your job yeah I'm actually curious so every morning what's your process and if you want share your screen or if not feel free but every morning what should an owner let's say they have rlm set up the way you do you wake up in the morning you check rlm to gut check what's going on in the business what are you what are you doing I don't do it every single day for every single person because I certainly know that some people are more consistent than others but it when we get a problem call or something then I'll be like maybe I better spot check that what usually happens and I require everybody to have three tabs open at every any time one is their task screen one is their open lead screen and one is an all lead screen and so the re and especially their office space not so much if they're mobile but um everybody's required to check their task list at the beginning of the day and then they need to leave 20 or 30 minutes at the end of the day before they sign off for the day to check their task screen again and that's because you could get things added to your tasks that you haven't seen yet um and you might have to do something before you leave you know or maybe you forgot a task and you've got to send an email before you leave or something like that so um that's the basics of it um if I need to go help somebody at the office and they say hey can you come help me with this job I expect to walk over to their computer and have the correct screens open because I don't want to stand there and wait for them to oh sorry I didn't have the right screen open now we got to spend you know another 60 seconds opening the screen it's like if you're gonna ask me for help have it open so what's the purpose of having the all lead screen open for them just in case they get assigned something um the all lead screen is mostly for those working in the office and that's because if we get a phone call or a problem that pops up and you don't know for sure right off the top especially if you want to answer the phone if it's an open or a closed lead so if you get a call and you have open lead screen and they say oh we're installing next week and I have some questions well that's obvious you know it's an open lead because it's not done but we get a lot of calls and they give their name and they ask to speak to somebody and you have no idea so you need an all lead screen open because you got to search and figure out are they open or are they close knows what's the situation on this I mean sometimes they'll make it sound like you installed them last week you actually installed them two years ago you know and so you don't know that unless you're looking at the lead when you're on the phone with them yep yep yep totally agree and putting in things that avoids duplications too yeah and if there's if there's duplications then you're just running a little bit and you look not professional and the chances your your close rate isn't high and I know you guys Pride yourselves on your close rate I mean I I hear from retailers all the time more leads more leads more leads and I I do the math I'm saying all right let's say you have 100 leads and your close rate is 10 you could go to 200 leads but you're gonna get 20 jobs not 10 jobs why don't you just increase your close rate from 10 to 40 percent yeah enough of your buddy's always been big on the quality of leads versus the quantity and that's why it you know we've had those discussions about getting rid of the junkie form fills that I don't like because we really want quality not quantity well yes so quality leads obviously but you guys also are not a leaky bucket of leads if you let five percent of those just leak out and you don't manage them approperly well you're not really getting 100 leads you're really getting 35 leads and correct you know leaky top funnel leaky bucket is just the worst I mean it just funnels down all the way and in my opinion if you don't have a system to management you're gonna leak no matter what and this is so cheap I mean come on people it's seriously it's not that much money even for people that want to spend thousands of thousands on an Erp or something like that this is really not that much money if you aren't getting let's say the average store needs three licenses so let's just call it 60 bucks although I think it's 57 you're not getting 60 worth of value on it then I just don't yeah and we have 14 users in the system and we pay a little extra for the customer management which is worth it to us so so uh whatever that is 14 times 20. uh I think we pay about 450 a month now yeah um well I'm glad it's it's working for you um I have a few final questions there's a few questions in the chat is there anything that I missed um anything I missed about lead management anything that uh you know I skipped over well I think that I already mentioned that if it's not an rlm it's not done we're really really big on documenting we're really really big on documenting the who where when why how and so it's not enough to just say we rescheduled this appointment you have to say customer called and asked to reschedule because their spouse was sick because otherwise you just say you rescheduled how do I know the salesperson didn't just reschedule because they didn't want to go that day interesting so you make sure they that's another part of your process and procedures it's another part of our process and procedure you're never ever allowed to change a task or to change a stage without adding a note even if there is a mistake and there are mistakes plenty of times they're easily fixable let's say you put in the wrong stage and have the wrong task then I say okay you got to fix this or I'll fix it and you all have all the notes with the wrong tasks so all you have to do is say see previous notes because it's not that you didn't have to rewrite the no you don't have to it's already there but the point is you're not just changing it to push it so we had some people in the very beginning that would just change their due dates because they knew that I had deadlines so saying like you can't have passive tasks and so they just bump their due dates and I'm like that's when I implemented the rule no changing dates or tasks without a note you have to tell me why you change that due date you cannot just change the due date and if you just change the due date then something's wrong and if people are missing due dates regularly and I'll spot check every now and then because we have like standards um if I see a bunch of statas in red then I know they're getting overwhelmed and so it's not of come down on them hard it's like hey you look like you're a little overwhelmed maybe we need to schedule you some office time to pick to catch it up yeah um could you imagine just going to a customer and be like yeah we're gonna push that back don't we're not going to show up on the 14th we'll show up on the 20th yeah but that all comes down accountability it's part of accountability and it all comes down to you though like I just can't stand when people are like well I I my team won't do that no it's not your team won't do it you won't do it and you're using your team as an excuse you just need to fire them or tell them they have to do it because you're in charge I'm totally with Jason on the fact that you gotta convince them and make them want to do it but when I say that if you can't do rlm you can't work here it's when convincing isn't working yeah because the bottom line is the buck stops with me I'm the company owner I'm the one who's accountable to this customer I'm the one who's paying the bills when something goes wrong so excuse me but you do what I ask you to do and you're the one that if your company doesn't make money you're the one that goes broke while they're getting paid right I mean it's not 100 because you know when we went broke we learned a lot of really expensive lessons and one of them that we determined at that time is payroll will always be made and taxes will always be paid even if we don't get a check yeah yeah totally and like what's interesting is you are ultimately as aligned as possible with your sales person you want to make as many sales as possible and they want to make as many sales possible to make money so if you think it's going to work to increase sales yes why not have an open mind and try it yes because you're relying and our sales staff are very successful I mean if they've been here a year I cannot think of somebody who's been here a year that is not making over well I mean I just can't think of anyone newer ones of course not but nobody who's been here over a year is ever making less than 100 000 and in many most cases it's much more than a hundred thousand see Karen even throws in the recruiting in here so if you're based in the Denver area you're going to need more sales people if you want to get bigger because everybody's getting okay the leads have been kind of crazy the last two weeks we've seen a downturn and then all of a sudden it's going up and I can say that that's probably because FSU is going on at the moment um so we're very happy to see that our leads are up but we literally if it keeps going at this rate we won't have enough sales people to run all the leads this wasn't a um an FSU sales okay by any stretch but I will take it right a win to win um but I am happy you guys are and we're brand new like it's not like we have like volume to show yet but the activity is exciting yeah no for sure and that make it'll make lead management even more I'm excited to see your new close ratios I guess if they were at what is it like 70 or 80 before yeah I mean buddy I'll have to rerun the numbers I mean and we had some staff turn over this year I mean I'll be completely honest and it wasn't because leads were down necessarily they were completely independent reasons for turnovers and our numbers are not down because staff left we had plenty of staff to handle what was coming in um it just we had less you know everybody knows inflation like our ticket ticket items our average tickets are up but our numbers of tickets are down yeah so the dollar volume is close to the same as last year at this time but if it doesn't pick up then it's not going to be you know that kind of things and uh you're going to be speaking at floorcon this year uh again for those who don't know although I think everyone knows floor count is November 14 to 16th you're going to be given a talk similar to this about lead management why to use it process procedures so if what Karen is saying is overwhelming well you have a chance to not just hear it in a hour-long setting but she's going to be there and she likes to be bothered while she's there she's promised that anyone can come talk to her when she's there absolutely um I I really am willing to answer questions and help people out you know sometimes I don't can't necessarily come sit down and troubleshoot your entire system or anything but I can certainly give you um some some tips and tricks and I think I even had some you know what I really would suggest to people is they start with writing out their processes they basically start with saying what do I do now or what would I like to see everybody doing how would I like to see everybody doing everything on the same page and then go to ROM and match your stages and tasks with that process it doesn't have to be rocket science and you don't have to do what I do and you don't have to do what somebody else does but you have to do something that works for you and it's important to put it on paper and then Train everybody in it and you know documenting is just huge yeah and uh I want to give you a shout out Marie sure like just put in the comments carrying your advice and and rlm management I'm going to change it to broadland lead management tips have been so helpful to our business over the last few months thank you so you are helping a lot of people and I appreciate that and well I'm happy uh and I'm excited to to be there with you floor con hopefully you get a chance to relax although I can imagine you by the pool on your phone looking at lead management seeing the team you know I don't plan to relax when I'm at those conferences necessarily it's all business but I'll get other times to relax well the good news is this conference you're not going to be you know petting and touching beige carpet samples which is a whole other story and I don't want to ruin my talk but getting new beige puppets future business yeah exactly um well Karen I've taken up a lot of your time I really appreciate it I know everyone here really appreciates it and I'm looking forward to seeing in person November 14th and 16th in Tucson Arizona okay great we're excited awesome thank you so much