Lessons

Lesson Info

Systems Hotseat

at this point, we're going to bring Mike back up, and he is going to show us how we take something that we're already doing that's in our heads and get it documented and turn it into an amazing system. Thank you. Okay. Well, do you know where I discovered this? Of all things was out of manufacturer actually doesn't seem that surprising. I was invited to go to a play world manufacturer. I play set manufacturer called Play World Systems. They're in Lewisburg, Pennsylvania is about three hour drive from my house. And they were introduced me by a friend. And I went out of this place to check out what it's like to make playsets. And the factory amazed me. Matt Miller, the owner, the current owner of it is the second generation owner. Walk me through the facility. It was pointing to all different things. There's these huge paint machines spraying paint, and there was all these cutting devices, machines, making all this noise and stuff. We came around the final turn in this factory and please...

was spotless, by the way, and in the distance with shipping area where all the parts came together and they ship the stuff off and I can't wait to see the inventory room cause that's were gonna be all the slides. Everything assembled, ready to go in these trucks. So we opened the door, which I presume is like the inventory room. And it was like one of scenes where the drummers are. She smashes and the place was empty, like the drum set falls apart and the guy walks off the set and leaves. There was nothing in the inventory room, and I asked Matt, how's it how big this company says All we do, about $75 million a year in place. That's where is everything. Its place is empty. Empty. He was the objective of the manufacturers not to carry inventory. It's to ship it. We use a principle called lean manufacturing what's lean manufacturing it lean, manufacturing the concept to have a little inventory pile up in your business, to run it through as efficiently as possible and get the product to customers. Because every time a product is sitting either in its final state in their inventory room or is in development and is to sitting and piled up inventory along the path is your cash locked up. The only time that money gets released, his once delivered to the customer. So he goes, Inventory is your enemy. I was like, I didn't know that. And then I thought, Well, if inventories the enemy in manufacturers, what's the enemy in service providers, it's time. Where does time pile up? Because wherever time accumulates, we gotta wait until the whole process is done and sold to the customer for re collect money. So it's wherever we have time piling up in our business, wherever the most times devoted is the part that's hurting our business. It's actually in mathematics or think it's math ags. They call it constraint. Theory is, I don't know that's mathematical, but constraint theory works like this. You prior this the analogy that in a chain a change only as strong as the weakest link right in constraint theory, any system can Onley move as quickly as the slowest component. So we have to look for in our business where's the slows component and fix that? The other interesting thing I discovered when I was investigating play world systems was Matt was telling you about how they reduced variability because you know, to be an efficient manufacturer you want is a little inventory. They're in the process. He's one, he said. You wanted a few variables as possible. He goes, we make about 30 or 40 place. That's out of our 120 parts. He goes. My competitor has about parts, and they make about double the number of playsets. But their sizes 1/5. And they have problems constantly. This parts out of stock. We gotta wait for this. There's so many variables. It's tough to build. Same thing in service businesses services that businesses that reduce their offering set have less variability, therefore, less problems. And they can repeat systems more and more and more. Ironically, it's service business, especially small businesses that say I do everything. I gotta be the portrait picture taker. I got to do the the Kitty Pictures. I got to do the corporate buildings. I'll take food, photos. I'll do anything. There's so much variability that it throws us off our efficiency. The lest we offer the more efficiently come in, the less problems arise. So I studied the manufacturing process and said this has to apply to businesses and then I had my final kind of epiphany is that. Guess what? We're all manufacturers, every business everyone watching right now at their home office or wherever you are. You're manufacturer. Were all manufacturers. You don't we manufacture manufacturing experience? At the very end of the day were manufacturing experience. This is just where we started our uniqueness, the sweet spot. What do we want? Toe Wow, our customers with the area of innovation That's the experience were delivering At the end of the day. People aren't buying pictures. They're buying memories that will last literally, lifetime and beyond. They're not buying a baby, cover their buying a form of expression, and they're not buying a deejay or an officiant. They're buying a remarkable wedding that everyone will remember and hopefully get photographed. And they're not buying a pile of rocks. And you probably know this better than anyone else. They're buying the remarkable story that brought this event together and how expresses them and they're not buying products. They're not buying tennis balls and stuff like that. They're buying what it means them, the experience they derive from that physical product that they get so even physical manufacturer's or retailer's air selling products are still delivering experience. The key to system izing our businesses is to first realise we're manufacturing and I don't. Sometimes it's perceived as negative your manufacturing. We're creating an experience. We have to first define our experience. I'm looking for a pen here, we to define the experience we're delivering, and then we need to rewind step by, step back from that to determine how we get there. It's called Reverse Engineering. What's experience we deliver? It wants to step right before that experience occurs for that client that we take it one step right before that that we take the step of for that and that and that and you reverse engineer your process. And Donna said perfectly, everyone in this room ready Hasn't system like people say I need systems. You already have a system, a system for everything. Problem is, most of its in your head. It's called habit is the routine You take. Your mind goes into a click world. Use a phone ring must pick up Answer. Say certain words you know it by routine. Hi, how you doing? Too great day here in my office. Hope it's a great day at yours. How can I serve you right? We have the process. It's just here. We need toe. Take it out. So I wanted to my final hot seat. I don't think. And you've got a hot seat yet, so I wanted to just pick you up That quote so and welcome to the hot seat. It's the without getting one. The lights. Now it's kind of warm, actually. So what we're gonna do is reverse engineer your business, start the bottom and work my way up. So I want to know from you what is the end experience you are ultimately delivering to your customers with products they buy? Um, I guess I know that it's ended when I see the positive feedback on eBay site. Okay. And just so everyone knows this watching in the audience is what is the price that you typically sell? I sell collectibles. A lot of things. One of a kind, maybe some antiques, maybe sports equipment. Okay, really, there's no limit on all the things that showcases a wide variability of stuff that could always be a challenge. But let's just pick the antiques for now, because I know you do a lot with the antiques. What's the end experience people get when someone gets an anti? What emotion do they you want them to feel? Um I want them to, you know, sort of ah, recycling kind of thing. Find a new home for it. Something that they're gonna enjoy, Maybe a piece of glass. OK. One particular client last month about this real beautiful blue polish base on they received it and said it was better than described. So the under promise over deliver it arrived safely without breaking OK, And they were happy with the time frame that it arrived. What's that s So I understand that piece when they have that piece. Why was it so significantly? They feeling that's find the right home is that kind of experience they get? Yeah, might be something that reminds them of Ah Ah, childhood. Oh, yeah. 10 memory toy collectors. They're looking for toys that they used to have when they were kids. That could even be something beauty, something that's lovely to show up in their home. Okay, so now we're nailing so the end. So people really aren't buying these collectibles. These anti they're buying an experience from childhood, reliving an experience that they enjoy. That's it. And there's other experiences too. I was gonna pick on that. Those two now find a home and experience their childhood over again. So let's talk about that when someone experiences their childhood for by barring ones, collectible toys for them to experience your childhood, what happens immediately Before that, the pride of they must open the box. Right. Okay, so they open the box or the step before the experience. Their childhood again is open box. And for them to open the box. What? Had to come right before that? Uh, it was delivered. Delivered. Okay. And you know, this sounds like so, like, obviously, you need to go through that detail as you rebuild the process. So we're gonna go and say it's delivered. Okay, then what happens before that? It was packed. Okay, Pact. What happens before packing? It came off the shelf. Okay, So you have you pulled from inventory, okay? Of course. I feel like there should be something between packed and delivered. How did it get from being packed to the delivery service you impact? But then, did someone have to take it to the post office. Well, now I have set up the delivery service comes to me. I don't drive anywhere. There's a there's a pickup of some sort of pack up, but actually, when you open the box, they have the experience of packing will look nice. It's not just thrown in there. There's a hand written note. There's a business card. There is a connection to me. Okay? And that I care what When they open it again. If I'm the buyer, I wanted toe look like it wasn't just thrown in there, but you don't do it hand. Then you do all that step here, right? They experienced but you, the manufacturing, the prices in the packing. I hear your point. Always nice materials. And you put a letter right here. Then then it delivers the open and the experience with you. Okay, Perfect. What happens before you pull it from inventory? Uh, it gets described by the lister. Okay, So gets listed. Gets. Listen, I think we found someone who's not a travel. OK, then what happens before gets list before it gets listed. It it came from either a client that I just had hired me. Or maybe something that I've found that the estate sale or something you put procurement is the word of God. And what happens before you procured? Um, it was somewhere else. It was in someone's attic. Okay, so it was How did you identify it for procuring people Find me to To what To do with it. They asked me, Is this something that you can sell? Okay, so you have It's somewhere else before it gets me. So So person notifies us and for them to notice by us what happens before that, Uh, they've even been told by somebody that I exist because they didn't know that people do this, uh, or they up till last week could find me on eBay. But eBay has now canceled the program of trading assistance. I hope they know they know things. Person knows we exist. And before that, there's some marketing activity that leads up to people. And you can see we can rewind this process all the way back, and we need to. Once we do this, we put my handy dandy slide here. We're gonna go into the process a 1,000,000,000 system before we start building and system. I want you to know that when it comes to building systems, the general rule of thumb is to do it versus cream system is about 10 times difference. If you can do something in one hour, say that I'm sure packing doesn't take an hour. But maybe listing takes one hour to build a system around it. General will take 10 hours to do it. And therefore we say, Oh, my God, I don't have 10 hours. They only have an hour. I'm gonna do it myself. The natural tendencies. I was gonna do it myself to do myself. Here's the thing you should consider. If you do this activity more than 10 times, it's gonna cost you more than 10 hours. So that break even points of something repeats regularly at least 10 times. It's often less time consuming to build a process, and it will be painful when you're doing because it does take 10 hours. But the first time someone else doesn't New York touch it. Not so bad. The 10th time someone does it. You're sitting back on the beach drinking a margarita, and this thing is going through. So that's that's the rule. I want to teach you. Okay, What we dio this is the chart appear, but on our online folks can see it right here. This process flow. We just feel that this top section is called the major objective. And what you do is you fill this out in reverse order. So the last thing that she does before the experience occurred open the customer opened the box. The box is presented before that is delivered. Before that, it's packing and so forth. You'll see this tools that, by the way, downloadable with this program is that it's his page x of X, because we're not sure how many pages and go back. You start at the last page and you're gonna uses this tool over and over again to go through the whole process. And then we're gonna break down individual components and with, and I just want to break down one of components because you were talking about packaging. And second, is that little stick into that? Okay, so now I wanna go. Once you fill out all the major objectives, that's what we just did with, and we're gonna break down the detail, the process below. Okay. The major objective just to pick the one. We're gonna talk about the packaging step. Okay? They're in the packaging step. There's inflection points. Inflection points are where things can go really well or go really bad. If you don't have any tape or the tape, isn't it sticky enough and opens up While this stuff is shipping? That's an inflection point. If this tape is sticking enough to hold package together, it's an inflection point. It can go hell or go bad based upon that. When it comes to packaging, where do the things that concern making a really well, really bad if you don't have the right size box, are box size. Okay, if you don't have bubble wrap and or stuffing OK, stuffing or bubble wrap tape. That's the big one. Okay, is this. Guests always have a lot of tape, very proud myself. Now. Okay, tape. Anything else? Notes. I have, ah, cards. And then as the person pays, there's a packing slip that gets printed out. Okay, it's a packing slip. That's a big one. Okay, Anything else? Um, trying to do it in a very timely manner so that I get all my shipping done before 10 a.m. Okay, so there's a certain there's timing. Timing. Okay, then it should be out within that day or within 24 hours time. Definitely. Okay, good. And I'm sure there's more, but that this is more than enough. And so this is the next step in reverse. Engineering the system again. I don't know if I suspect you don't even have this doctor. And maybe you dio maybe I hope you dio. But if you don't, what we're doing is we're building The current system was pulling out of her mind. Reverse engineering this step she takes. Now we're writing the inflection points. What are the important variables at Kerkorian's process Now? The next thing is what are the threats for each inflection point? So if the box size is wrong, what happens? Well, for example, if I'm shipping that glass vase, Teoh Russia and I use the boxes over £ it's going to cost more. So there's the variables of the cost expense On what type of shipping. So if two big there could be costs, that's a threat. Okay. Is there any other threats that could happen in the box size? Um, if it's too small little break the object. Okay, so damage could happen. Any other threats they can think of? No, that's okay. Then we go over and we would use for each thing so well to for a couple more things with tape. Because I have some space right here where the threats that could happen if the tape is wrong package could open. I assume right during shipment. Anything else could happen to tapes. Wrong. There's there's loud tape. I don't have the quiet tape, but sometimes you do it. I mean, this was when I was at my business of home and make the tape noise and wake up the house. Okay. Okay. So good. So loud. Tape is one of my feet. So that's a threat. It's loud. Teoh. Okay, now the next step we go through once we identify threats is what are the opportunities was the upside. In most cases, it's just the opposite of what the threat waas So in the box size what and was saying If the box is too big, it can cost more. There could be a premium when sip shipping internationally in Russia's a hot market, right? Russia, If it was watching for Russia. You're awesome, Russia. Because I'm being like tons of business from Moscow. Are you getting a lot of Moscow and, uh, ST Petersburg, Leningrad, ST Petersburg. Keep it comin, Russia. We love you So But what I found is the opposite is often true. So let me ask if the opportunity here, if the box is the right side, does that contain your costs? For the most part, I get all my boxes free. So I get him from friends or everybody saves me the Rams on boxes. And so I do Just a big shout out to everybody. Give me your Amazon boxes. Okay, so you know, if you can get the box is not with the right side. If they're the right size, they cost you nothing in the first place. And there's no damage. Okay, so right side box, no damages. The opposite. The cost is nothing. If you get a box that's the right size of the box the wrong size. There's no cost to the box. But when it ships, you may incur cost When it comes to tape. You said that the tape the packaged open if it's bad tape of his good tape. I soon the package stays close. If you have quiet tape, I assume doesn't wake up the entire house. It just okay. That's the opportunities. We then evaluate the significance of it. These threats and opportunities. How significant are they to what we're trying to manufacture and and said we actually, in reality manufacturers childhood experiences. So I want to have, say, for each one of these threats and opportunities we have, what's the significance of it? So if the box is too big, uh, ignoring the damage part waiting out there, but the boxes to didn't cost you more? Does it jeopardize the childhood experience for the end user? Uh, no, cause I'm paying for the shipping. Okay, so they don't really care. So this is a very low significance to the ship. The recipient. If the product arrives damaged, Superman's heads knocked off. Does that bad? Right? Opening enough. Then you see that one TV? There is a movie shot. You see the one tear come down and you see Superman heads roll out. He's dead. I thought it was a steal moment. Okay, So the risk, the threat or the significance of a box being the wrong size because of damage is very high, because the type of experience is just destroy. Okay, Um yeah, to us, like she's gotta go out. Let's say she doesn't have the right box. I she's gotta go to the store and buy another box isn't convinced. Difficult to be the impact on the business owner. Yeah, we can do that too, right? Yeah, exactly. That is the next process we dio This is from the customers respectable or manufacturing a new experience and then we go through all the costs. That's an excellent point in the absolutely increases of significance from the vantage point of the customer, you're right. They don't care about how big the boxes they want a good product. From our vantage point, you're absolutely right. And we'll do that analysis right after this. Thank you, Theo Tape. If the package comes open, I assume the significance of that on the child's experience could be pretty pretty impactful in about I had a box of tennis balls arrive empty. Oh, in Florida. So somewhere between California and Florida, there 50 test balls around. So now I have learned to take the middle of the box on this way. So that was a bad one. Okay, so that was the way you think That's his balls clogging waiters like a massive tennis game working out. Uh, I love, but I got the box of it, so it's empty. It only happened once. Now, what about loud tape? How significance After the child of experience, they don't hear him. OK, so yeah, exactly. Then the next step we do is for these threats and opportunities. What degree of control we have over it the size of the box. Do we have high control over them? All right. So we circle that the size of the box effect and how it can affect damaged. We've high control over that. Sometimes it'll be double box. Okay, some control over that. Do we have control over control of the ups? Guy's throwing it over the fence way. Don't. If you've seen that, holidays it through with the TV, that's famous. So that's a good point. There certain things. So the damage inside the box with a little less control than we do over the box size, the box size we can control directly. What happens during the box We have a little less control of we could take preventative actions. The package opening with tape It sounds like we've high control over that, right and loud tapes soundly with high control weeds by tape. That's quiet. OK, so now what we do with this analysis is we put all the threats that occur and all the opportunities that occur in this step. We then put the degree of significance we have control over it. And then is there any outside influences? The last step? Is there anything that happens outside of our control? During this process, the UPS guy boots it over the fence whether it arrives in Italy because it's now in customs and there's a little, you know, it doesn't quite end up where it belongs. Yeah, so it outside influence ups ships in the wrong spot. Then how important is this in the final step is in the conversion rate where the conversion rate means is how important is in the customer actually achieving the experience. We want them to experience the childhood feeling. If the package is done 100% right, this probably has a high degree of influence over it. Other steps you talked about just looking at, um the, uh I don't know, maybe opening. That's delivering. Maybe the delivering at south of the boxes on their step may have low influence over the childhood experience. It's delivered. That's important, but it doesn't make them feel great until they opened it up. So the packaging has more influence. So we put the conversion rate, but somehow they connect that I've delivered it. This is the part that I said, I wish I could have because I can't get it to you. I would have delivered it. So that has to do with a lot of the international customs rules. But they put that on me. Okay, so I I take that hit If it doesn't arrive. Yes, still, your problem and that's a great point. That's what happens. The outside influence, the other people on the outside we don't control over, but they influence the experience the only way. Whether is a few ways to address that, we'll talk about it. But one way is by you pod under promise Over deliver set the expectation for the customer outside what they deliver, and therefore, when they deliver beyond that, you'll get the credit for it. We would do this for every step. Now, hear this. This If we went through this whole process with her, it will take us 10 hours. We will spend the rest of our next if we're doing another day here just going through the process. This is tedious and laborious. And I'll tell you, once you get like 17 steps back, your hedge ready to explode. But it's critical because as we go through this process, we can Now we finished off one step. We can identify. What matters here in the analysis is very simple. What threats are of the most significant? What are the biggest threats? The loudness of the tape? We get care less. It does not affect the clients experience of a childhood experience. The box size matters a lot because it can get damaged. The quality of the tapes adhesive nous matters a lot. So what we just learned from doing this process is we better worry a lot about the packaging and the size of this box thes air. The things that you want to specify when you're documenting your system. So if you're if you're telling somebody, take the box you don't say. I now take the box. You say I use X Y Z tape and then and then here's where I and that's exactly we're going. Once you have the system as it is in your head, we start identifying the spots or these inflection points, the spots of real danger, and we put all the detail in it. So this is how you identify where we need to fix things. The second thing we would do is we go back and say, Where is the cost? Suck? So we look at all these different things you were doing, and we want to know of all these things what takes the most time and what can cost the most materials. So I'm just curious. Out of packaging, I didn't find the box size stuffing and bubble wrap tape. What takes the most time, the bubble wrap really, and getting things so that it's secure, okay? And that also would be a big cost, right? It has to be right, so the material cost and it's a big time cost. As Donna showed us, uh, there's an hourly cost for every single person, including the owner doing it so this is This takes you 30 minutes to be costing you seven or $8 just person time, and then you have his materials on top of it. Once we go through this entire process of our entire company, now we know where to focus our efforts on building systems. We would focus on resolving and fix finding ways to make this happen faster and more easily. When it comes to capital investment, the National Tennessee Vlaanderen will say the tape things so allowed, it wakes up. The family let me buy a quiet tape gun and the expensive tape and we just discovered doesn't make a difference. Sorry, folks, Wake up. What really matters is we buy a machine that can divvy out the right amount of bubble wrap, cut it off and do it quickly so we can stuff this thing up perfectly. Another thing that's really helped is that once something gets a bid, it gets on the shelf. We find the box for it. We get some of the materials ready. We don't necessarily rap it that it's going to be going out, but once they pay boom, it's not. Oh, they've paid Now, after packets they paid Good. Close the box. It's out. There you go. So we sort of systemized that to that. I keep grabbing things off the shelves as the bids show up that week, and that is getting ready in advance. That's that's. Does everyone understand this step version? Re think conversion rate is How important is this step in getting us to the are? How often do we go from this step? The next step. Which is meaning when she, uh, ships when she prepares a package and ships it, How much of it results in the end experience of the customer having a great experience? She was 100% conversion, meaning Once you package something up, everyone gets it now, conversely, she may say our packages. They're getting damaged so often that right now, of all the package we ship out, about 50% of people get it and they're happy and thrilled. 50% r p o. Because the packaging is wrong. We have a low conversion here, identifies a problem. We want the maximum conversion. We want this step taking us to the next step as efficiently as possible about a problem. Does it make sense. Yeah, I guess in my circumstance, I don't know if you Then you guess You make your best guess at it. Yeah. And we could go through this and you with your business, too. But we were thinking that same thing. Surveys are huge. Surveys are huge. Your product arrives perfectly on time. When you do surveys, by the way, I see just no more than three questions. I know some people sent out surveys there this long say, Hey, we want to learn how are business service was answered. This answer that. Take pictures of the box. Send us this. Could you send a sample, that material? We want to see how it looks like we arrive to your house. No. Three question. Really simple. Yes. No question. It's a great how beneficial this is for people's business to look at it from the customer standpoint from the so and so many people just look for Did I get the package there safely? They're not considering the end experience. It doesn't matter. The packages there safely. What matters is that when they open that package experience in your childhood again, that's experience one. Today. There was ah, little fire that I put out on the break. I had two footballs for sale this week. One was an old 19 thirties, kind of really cool pigskin, and one was just a junior football. So my assistant, I guess two days ago shipped the wrong one. So today the guy goes, I'm really mad. I get the spot football and what am I gonna do? So on the bacon, the worry. Bush, about the right quick one honest six did happen. Blah, blah, blah. Guy writes back, says thank you for responding so quickly, and I'm gonna give you five stars. This was excellent. You see, Responsive responded number one. And because I was worried. Now I have even a better customer because we had that communication. And so, even though you know eBay makes us jump through all these hoops before you'll get negative feedback, I want a happy customer because that means that could be a real That's awesome. Yeah, you make a great point, which is every customer service problem is a huge opportunity to get a customer for life and not something again. As you grow and you have other people in your company, I think I said this earlier document, How you handle those situations. When a customer gets a wrong item, we respond within an hour. We tell them this, you know, you could even have, like, a candy mail that you just kind of fill in the details. That's a great idea. My associate now is trying to learn for me because she says, I would have responded this way. We'll know because I've done longer. No, you can't do that. You have to step away. And with a smile, I'm Nordstrom. I'll take it back no matter what, I'll get a refund. Amount of what? And that has actually been huge. I'll refund $20 to save the save the deal any day of the week. And, you know, I've seen situations go south really fast when the business responds by being defensive big you can make. So that's something you always want to communicate to anybody who works with you. Even if the customer is being super difficulty, we have a policy. This is how we respond. I'm sorry you're feeling that way, you know, just I'm sorry that happened. We're going to do everything we can to rectify it. But you have your way of handling it and everybody knows what. That all communications a public form, a customer complaint is being seen by the world. So I was curious about this. Pack this packaging. If we rewind through a system here, this person had a bad experience. But we can go back through her system now see where it triggered. It wasn't when they open the box. It wasn't was delivered. It wasn't house package, it looks like is how the inventory is pulled. We pulled the wrong piece. So there we have a conversion rate problem. The conversion is 100%. Not 100% of the stuff we're pulling from inventory is resulting in a happy childhood experience that resulted in the middle cerebral experience. So that means we have a problem here, but they're going back to what Donna said earlier. One of the things that we can do and this is my associates learning when we sell the item, there is a little picture of the item so she can look at the two footballs and this is a non sports person. So now we've already done it in a couple other areas. She's gonna look more carefully at which football they look different. But I'm gonna put football's up this week or the same type of things. So now she knows and you know it happens a couple times, but it's not a personal thing. And she learns from it every time, too. So we sort of joke about it as well, just to bring it out and say things happen. And if you sell certain items over certain types of items over and over again. And for someone who looks at footballs and says, these all look the same to me, you might even have a system for how you distinguish different footballs, that we have a little skins and we're working on all that just to see what are the mistakes that are gonna happen and how we gonna fix it. It's great. So when it comes to living systems, I think when we think we need to build systems, we got start from the very beginning. The process and start marching are way down. That's the wrong way to build systems. We look for the biggest time consumers, and the biggest time consumers were an error occurs, and now all this time your time during break. His email all this time is piling up and was triggered here. Interestingly, if we fix this one thing where there's an inventory mismatches all this time goes away. Huge efficiency comes out. So this is a great example. And it sounds like you really have amazing systems. Assistant doesn't mean complex systems usually means simple and like, this is a great idea. Just put the picture. Maybe on the box. Now you match it up. It's a great it's a great system. So, uh, have any other questions? At this moment, we're gonna reverse engineered. Okay, you may sit down. Thank you. Yes, it has been terrific. And Mariano is asking, should there be a limit to the level of system ization? What other things? That should not be systemized, if any. Well, right. So a couple things that shouldn't be systemized if it's an oddball experience. Meaning if you're doing it yourself and you only do it once a year and it takes an hour to spend 10 hours developing system, for it is a waste of time. That's why I remember that 1 to 10 ratio for every moment, say an hour it takes will take 10 hours to develop a system to do it. But if you only do that one thing once a year takes one hour, it makes no sense to spend time system izing. You shouldn't systemized everything. You should start with the stuff that causes costing you the most time inventory piling up. That's where errors air happening and you have the most control over. There's certain things like the UPS guy. You could make systems galore in house. The UPS guy's still gonna kick it. It's definitely worth a call. It's definitely turn. The vendor. Hey, can stop kicking my boxes, but you can't spend a lot of trying time trying to system eyes that other questions coming in. We have got lots of questions on different subjects. Actually, way could certainly do that. This is a really interesting one. I think it's quite tongue in cheek, but floor is asking How can I system eyes my bodywork business. My clients come to me because I'm very hands on still legitimate questions. It's first of all, there's certain elements of anything that could be done. There's some administrative compose that don't involve the artistry of the hands on components. Just like Travis is a rock builder. He still need to collect rocks, just like she may be doing the physical work out who's doing the administrative stuff behind the scenes. There could be huge time compiling up in collecting health records, reporting health records and doing all this stuff. So what's the stuff that you don't doesn't need? Your artistry? That's the stuff to start system izing first. But then look at the elements of the artistry. There may be certain routines you're doing that other people can be trained on. Physical therapists are widely known for this. A physical therapist will start getting associate that specialize in joint movements, for example, then you have other people that focus on tendons. And then there's a master master therapist that will review the whole subject of the body so you can start doing that, too, is just go