Ep. 249: 12 Years Without a Dentist: A Lesson in Patient Experience

PCMP (00:00) Hey, what's going on, Walkins? Welcome, family. We are glad to have you back for another episode with Nick and Michael, and we are looking like Twinkies today. We have our we have our clinic growth mastermind team. And some of those we just call pants. But he calls them he calls them long pants. You have short I have short pants on. All right. As you can tell from today's title, this episode, this is a fun one because it's just   My personal experience that just happened actually. but yes, I'm wearing long pants, you're wearing short pants, wearing the same clinic clinic growth mastermind shirt, which shirt, by the way, which means we have a mastermind built for urgent cares. Yes, we do. And so we have a virtual one coming up. we have an in person one next March, which is super exciting. I we we did the planning session on that. Last week we did planning for yeah. And like the venue, the location. Good for the proximity to downtown Birmingham.   The food that we've picked out, like not just the I mean the hotel food is hotel food. It'll be as good as it'll be. But what is it we're doing? Texas Day, Brazil, something like that. I mean, y'all aren't gonna wanna miss the the mastermind that we're putting on in March. That that we did our first one this year. Yes. And we learned a lot, but we had a really good time. We did. And we felt encouraged by it. Right. So we're like, we're gonna do it again. And now we feel more understanding how it goes. Like the logistics are a little better per se.   and then just because we experienced it. But we we're gonna change up the agenda a little bit compared to last year or this past year, and then it's going to be a little longer in some ways, but it's more focused on the right things. Right. And the best part is we still have our hot seats, which is probably the best part of the whole thing. That is that is what it's all about. And just to kinda give you guys what a hot seat is, it's allowing you to talk to other urgent care owners and operators about what's going on in your business and   How they can help each other. And it that is like the biggest breakthrough. You take that in a couple of minutes, you have a I've never thought of that before, and boom. Now, if you want to have a taste of that, we have a virtual mastermind coming up, which we're excited about. And I think about two well, we're here in the first week of September recording this. Maybe by the time it comes out, it'll be right around the corner because it's toward the end of September. Sure. But but yeah, it's coming up, so we're excited. Well, if you're interested in the clinic growth mastermind and you want to get like a a teaser of how it works.   send us an email, hello at patient care marketingpros.com. You'll get on a very quick conversation with myself or Michael, and we'll just make sure that you're not bat squeezed crazy. that's true. I mean, I'm just being real bit of a filtering. I'm just being real. you don't want Timmy Tough Knuckles to be jumping into the meeting trying to pick a fight with people like that's not what we want. So anyway, if you're interested, clinic growth mastermind, and send us an email and we will get in contact with you.   Conversation, but more about your teeth. More about my teeth. Okay. So, yes, the title is about me. This is the Michael show today. It's about my fear. I don't know what you want to call it. I had not gone to the dentist for 12 years until yesterday. I will say I've never smelled bad breath on you. Well, that's encouraging. Yes. So because I feel like that's always a a thing. I mean, there's a couple of people where they'll like toast your eyebrows.   You know what I'm saying? I'm pretty sure I'm like that in the morning. Hopefully not all the time. And you have a strong sense of smell. I really do. Because you've you smell things in the office like, yeah, I kinda smell like it was awful. Like I okay. It's giving me a headache. Yeah, so th well that's good to know. Good to know. anyway, so why have I why did I wait twelve years? Well, it is a dentist, so there's some pre you know, like fears and anxieties that kind of go with that. But the reality of it was I was going to a dentist as a good child throughout my life.   And then I went to the dentist the last time before I got married. And when I got married, we moved. And then when we moved, I didn't have any money. And so it's like I'm not gonna I can't afford to go to a d I one have a dental insurance at the time. And two, it's like I can't really afford an extra couple hundred dollars randomly just to get my teeth cleaned. and so, you know, a year or two goes by, kinda quit thinking about it, and then you just all of a sudden twelve years come by.   And so like yesterday was and this is the classic. Courtney had gone Courtney had gone and needed some dental work done and then she's like, I'm booking you a time. You have blah blah blah. Okay. And the dent the dentist confirmed it was a pretty common thing for the spouse, the wife, to book the husband's first dental appointment in a long time because they don't want to go. Well, I mean, you know, Courtney probably has her own reasons. I don't know what they are, but Well, it's the classic like   You you gotta live a long time, man. You're gonna have to take care of yourself like and don't just keep wasting, you know, waiting and then not and then something bad happens. But anyway, so I'll so why am I bringing all that up? One, I'm admitting that it's been twelve years. It shocked a lot of people. What did you call my teeth? they had to have been turned to butter at that point. Yeah, right. And and and I'll just go ahead and put the result. The result was I had zero cavities, I had zero issues, and the dentist even said, This is kind of impressing.   Like very impressive. Yeah. And I was like, You have impressive teeth. I guess so. And also I don't floss. It's time it's time to start. Actually, I can't say anything because I do floss. I do brush my teeth at least twice a day. Heather says I'm the cleanest person she's ever met. I like I will shower twice a day. That kind of thing, right? Like I just She keeps such a clean house, though. She does. I just yeah. I I I do it out of fear. She doesn't That's funny. Or or hit   Hitting that axe to service love language, right? There you go. So but you know, i I am consistent in going to the dentist and I just had to have a cavity filled. Now, arguably, that lady was poking my teeth so hard. I half wondered if she would just create one. Well, and and I I I've made the joke. I went twelve years without I by the way, to my knowledge, according to them as well, I've only had one filling in my entire mouth my entire life that that I know of. And they found the one filling, it was real tiny.   But but they it's one of those I I've I've when I go I I've reached I schedule for my next one. They for another appointment, they're very good about that, right? Like I think then's sort of the best at getting that appointment. That book a meeting from a meeting? They're like we talk about that in urgent care all the time. Yeah, yeah. And then like she's like, Well, obviously it's six months. She said, and does it's so funny. She's like, Okay, we need a bookie for your next six months. How d and is there a certain time? I say, Well, not Mondays, and if early mornings better if I can. Okay.   how about March 9th? I'm like, okay. It's like I'm not gonna go confirm it really, just thanks. And then I said, Well, is it gonna text me? Yeah, it will text you right when you leave. It's like, and it did. Yeah, it said you've been and even had the please go ahead and fill out your stuff when you can, you know, all that stuff. Anyway, it's like I was all good, but but I was making the joke. If I go back in six months and I have a cavity, I'm like   Come on. I bet you don't go back after that. I was like, do I need to go back? I just need to just brush twice a day and not floss ever again. Like, is this what I need to do? Well, but you brought up one of the key ingredients. We did an episode about this, and that's the patient care power move. And that is book a meeting from a meeting. Yeah. And simply if you have somebody that's going to come in, it makes sense to go ahead and book their next appointment. Now, w okay, but this is urgent care, right? Yeah. Well, here's the thing about that is the doctor should want a follow up visit to make sure that your patient is okay.   Yeah. And then and just in six months anyway, there could be other things going on. I'm talking about like a week. right. But I'm thinking like, you know, in the idea, like things change all the time. Right. And you'll never get that next appointment if you don't ask. That's right. Well, and and for the our urgent care listeners that have primary care, what a great opportunity to go, who's your primary care physician? Are you happy with them? Would you like to switch over to us? We have primary care. We can go ahead and book a meeting. I hate to say it.   I matter of fact, I got chewed out last night through Instagram about it. Healthcare is a business. It is. Did you see that in the I haven't seen that yet? I need to go look. There's no words that I can repeat on this podcast. It was not PG. I was I was essentially told to kill myself. Dang. Just for being a marketer in healthcare. Yeah. True story. It's wild. So anyway. It's like people forget that doctors have to make money to Yeah, it's wild. But people are crazy. They are. So but one reason I wanted to bring it bring my experience yesterday to   our podcast was the overall experience I had because they like of course when I'm talking to urgent cares and we talk about front desk and just overall patient experience. So my mind's already there when I walk into this dentist office, right? Where like I wanna kind of evaluate what they're doing 'cause I don't know my I don't know anything about them other than my wife had a good time and she really liked the way they treated her. Okay. That's all I knew. And it was really close to our house and I've always seen the building, but I've never been in it or whatever. So, you know, it's a nine AM appointment.   I get there early because I dropped Addie off. So I was ready. I was walking into their place at 8 30. Okay. And there were gosh, there probably 15 cars there, but there was one person in the lobby. And they were, you know, all the patients were already back doing their stuff. And the front desk person and it was so great. So like I had an appointment because they're all about that. And they had the their system had texted me like two weeks or a week prior, please confirm your point by typing out C and hit send. Like it made me want to say,   put something so let's see, great, you've been confirmed. The day before it sent me another text, hey, you need to f upload your forms because this will make your appointment you can attain your nine o'clock appointment better, basically. It's like this will make it smoother. Great. I hit that. I go through upload all my stuff. I do all the right things. It made me laugh because there was one set of questions that says, rate your anxiety level with the dentist.   What did you put? I put I put one through five, five being the words, I put three 'cause like I really don't know. Like Yeah. I don't find out. It's been twelve years. Yeah, and like I have some not great memories of the dentist, so but maybe I have some anxieties. So I put three. And they also d would you like a blanket or this or that during the visit? Like, do you get cold or whatever? And I was like, No, I'm fine. And then would would you like to hear music while you're on and I was like, No, I'm good. Like keep it plain. I was like, This is I started laughing, this is really funny. Do I get a sticker?   I know, right? And choose my choose my my teeth cleaner stuff. Yeah, exactly. They don't do that out of mine. I'm about to say I think that's more of a pediatric cause they don't do pediatric. Yeah. It's all adult. Cause we try to put Addy there. They no, we don't do kids. Like, okay. But so I I walk in, there's one person, one patient waiting in the lobby, and the front desk person's right there. And that's it. She's what's your name? I said, what's your last name? Ray's, Hey, Michael, yes.   All right, we got everything. Just take a seat and we'll call you back. It's like okay. So it was like inst I didn't have to do anything. I just sat down and like I said, I was thirty minutes early and about ten, fifteen minutes later, the hygienist comes like, Hey Michael, yeah. All right, come on back. You know, she walks back and we start chatting just a little bit. She takes you sits me she's like, Okay, I gotta take your blood pressure and all this stuff, which that's new to me. I was like, I didn't know I know dent and you're saved my life. Yeah, I was saying actually was really important to you. Dennis saved my life. Dennis didn't say right 'cause it took your blood pressure and recognized the problem. Yeah. They said   Get out, go straight to the hospital. Yeah. isn't my blood pressure. and wait for it. I'm fine. And then wait on you to say, so I actually have hypertension. Okay. And I'm always I I don't say always. I've had hypertension for years. but every doctor has looked at me and said, Well, you're too calm for it to be a big deal. They literally said, Well, you were too calm for this. And they're like,   And I've researched and they said, well, some people just have a naturally higher blood pressure than others. Right. Anyway, mine was like one thirty two over eighty five. I mean, that's not terrible though. It's just a little bit off from on hypertension. If somebody's listening and you think that's terrible, just email me. My my my last one, of course, I t I take one medication, a little bitty dosage, was one twenty two over seventy five or something like that. That's good. Yeah, yeah, it was good. That's real good. I was I was pleased with that. Yeah. That's what you want. I've also lost some weight.   I mean, that helps too, right? Like and then like I'm and when I compare my last time I get blood pressure like a year ago before I started going to the gym and stuff, it was like one thirty eight, one forty. So it's gone down a little bit. That's good. anyway, so I do that and then I'm and she's like, So it's really been twelve years, that was the idea. So I was like, Yeah. And so then she starts asking me some medical questions to make sure I'm not allergic to random stuff or whatever. Probably two or three minutes. And   Then she's like, okay. So she's explained. She's all since it's your first time, we're gonna do everything. We're gonna do this, right? X-ray this, we're gonna do that. And they're like three or four things. And then if everything looks good, we'll just move straight into the cleaning. It's like, okay. So it's really cool. So she explained everything and then moved straight into the process. And so the one of the I this is the first time I've had an X-ray in my mouth in 12 plus years, probably 15 years. So the technology had dramatically changed since I remember because I remember you stick the thing in your mouth, here comes this giant thing.   And they stick it on your face. And they stick it on your face. Would they do a scan of yours? one's like the old way was this, and they put the lead vest on you all like that. Yeah, yeah. This one was here's a little thing your mouth. Here's a gun that's wireless. Okay. And that was it. I was like, she's like, I'm gonna move to the other side. It's funny how different they are. They put me in some machine. yeah. And it just   Scans it. Yeah, it it's and it's just wild. But anyways, and she even said, yeah, this is super low dose you know low exposure radiation because I was even pregnant when I was doing this and my and everybody was fine with it. I was like, but it was just it felt fake because you just hear looked like the Nintendo Zapper. Yeah, I mean basically it looked like one of those giant bubble guns. Anyway, she does all that, everything's fine. and she said, Yeah, you everything look she was kind of like, Everything looks really good. I'm almost like I'm surprised. Like, me too.   And she's like, okay, we'll go into the cleaning. And she said, and we're gonna use the the water jet system because it'll be faster. And we'll go through it. So she goes through everything, everything's fine. It took a while because I did have plaque and all that stuff 12 years. And so she's like Yeah. And anyway, and so she's like, All right, you're good to go. I'm gonna have the Dennis come in and check you. It's like, okay. Dennis comes in, she introduces herself. And this is the great part, like the wait time between her finishing Dennis coming in was probably like two or three minutes. Like it was very smooth.   and she said, Hey, I'm Dr. So and so. And so it's been 12 years. I'm like, Yeah. That seems to be a point of topic. Yeah, but but that meant she looked at my stuff before she came in, which was good. It wasn't like, Well, tell me what's going on, you know. Right, right. Which I appreciated. And then she looked around, she says, She said, I'm impressed. I said, That's pretty good. I was like, Good, okay, I'm happy now. And she's like, We'll see you in six months. Courtney's like over here mad.   She was. Like that's so funny. She's like, I wanted you to fail. Yeah, yeah, yeah. You're my wife. I want you to fail. She literally because she had called me, I I she had texted, you know, hope it goes well. And I text back, no issues. Then she called me. She's like, Are you freaking kidding me? She's like, You suck. But anyway, so like that went well. And then here's the part that like really hooked into me. Like, I wish all urgent cares did this. Was hygiene's like, All right, you are actually good to go. Your insurance is taking care of everything. You don't have to pay anything today.   So I'm gonna and she and she's walking me to the counter. She's like, you know, I have to stop here, but I hope you have a great day. She walks me all the way to the door and walks me out, and then even the front desk person wished me a good day. It was very smooth. I'd had any questions. Right. And it's just that extra like 20 seconds because I legitimately did not know how to get back to the front because it was a couple of turns. Debaze. Yeah, it is. And like to them, it's normal, but I didn't know. And it was very smooth. Everything was nice. And the only thing they didn't do, they didn't ask for a review.   Okay. They just didn't ask. And they didn't have a I was like, I need a Zappi card. They didn't but I looked at their I went and left them a review 'cause it was so good, but their reviews are over five hundred reviews and are four point nine out of five average. They're unsolicited apparently. Yeah, unsolicited too. So we're all like, This is an amazing experience. That's gonna be funny if you get like next week a text message of leave us a review. Am I? Yeah. Some of are on delay on purpose. Yeah. And so anyway, but that whole experience from I checked like   Yes, my wife booked the appointment, but I did all the check-in stuff online through my phone. It had multiple messages because it sent me that hey, you need to do your form stuff like two or three times prior. Then the day before it's like, Hey, you really need to do this. And I was like, Okay. And then going in, they knew who I was. There's no questions. There was no like major weights or anything. And then they were talking, explaining the whole time. They had music playing throughout the hallways. Everybody was just having the vibe was fantastic. I wanted to tell the cause the doctors, the dentists   Our husband wife team. Right. And I just wanted to tell us like y'all got something good going on here because this was fantastic. Everything isn't there sorry. You should have worn your meta's in, so you could have like recorded the whole experience. Yeah, exactly. Just turn it on. but now and sorry, urgent cares about this, but you know we talked about this during the summer, so you should have done something about it. It was super clean. Put them on blast, Michael. Yes. The entire office was super clean and   It almost I cause I knew they had remodeled that because the building on the outside, not gonna lie, the building on the outside is kinda odd looking. It looks like something like an old New York sixties odd white building. I already like it. It's just odd looking. And I really wish they would put like some flowers or something against the fence line. It's just other than or maybe a black fence. Other than that, but you walk in, it's like this is the n   This is super nice. I feel like I'm at a hotel. Like it's super clean, very like intentional with everything. Right. And and everything felt like it was in its place. Nothing was like just randomly stuck on a wall or anything like that. It was all s and they've been there for six years. Thoughtfully laid out. Thoughtfully laid out. And but they've been there for six years, which means they kept they kept it clean, right? Because in six years you could make that look bad again. Right. and even the front desk person has been there since day one. So obviously they know how to keep their people.   And it showed because she was just confident about it. Cause when she looked at all my stuff, she says, You're a hundred percent good. Like they took her ten seconds right to look through it. So that's about right for a dentist. Yeah. It's ten seconds. Yeah. My modest doctor today, and she'll come in and she'll be like this, this, this. Let me poke a hole in that tooth so I can get a filler. And then you not poke holes in my teeth. But all that being said, so just the idea of like applying this to urgent care, you you can achieve it. You can achieve this experience.   with your patients. Yes, you have higher volume. Yes, all those things. But think about it if I if they didn't offer an online check-in. All right. So I w I would let's do the opposite of everything, right? My wife books the appointment. Okay. I get no text. I maybe I forget about it. Right. But I get the text and stuff. So I get there. If it's the opposite, you need to fill out a bunch of paperwork. Okay. Let me fill out this paperwork. Cause it is a lot. Like it probably took me five plus minutes on my phone to do it. And it was like taking pictures of your license and all that stuff.   So that would have taken a while. And then the front desk could have been a jerk, like annoyed. Why didn't you fill out your stuff online? We told you we sent you a link. Sorry. And then when it was their time to call me back, the late the hygienist could have been like, Michael, yeah, all right. We're down that way. I'll come get you in a minute. Like and just send me on my way. I hope I'm in the right room. Last door on the left. Yeah, last door on the left. there's they're all open actually. And and then it would have been, Why are you here? And just like rude. But everybody would like   But that wasn't the case, right? There was no rudeness at all from anyone. So just thinking that through. And then when the dentist came in, it could have been, why'd you wait so long for 12 years? Like, you know, whatever. Could have been that rude about that. And then, all right, you're done. And then I just walk away. Right. And like, where do I go now? Poke my head around. Make make you kind of figure things out. Yeah. And and you it's I say it jokingly.   But I've been to an urgent care or doctor in general that's done that to me, where either the front desk is just not having it that day. I have to fill out a bunch of paper stuff on a clipboard. And then when it's done, they're like, You can leave. Where do I go? Do I owe something? I don't you know, whatever. And all that was just all answered, like they knew what they were doing and they knew the experience would be and it's just smooth. Well, I mean, we've we've both had really good urgent care experiences. And we've both had mediocre   I don't think I've had a bad one, but just a mediocre experience. I've had like with Addy, I've had okay and I wish that could have been a better experience. But I've never had like, my God, I'm never going back there. I haven't had that yet. Right. But I just like but the idea of like what I went through yesterday was like how I wanna come back because this was so nice. my anxieties went down as we were going through everything. So please pick up my teeth more.   Let's do that. Let's put sharp tools on my gums. Yeah, exactly. Let me po let's poke around and watch bleed. Well, I I I love a well organized business first, patient driven business. Like when I look at urgent care, dentists do this really, really well. Some some of are are, you know, if you go into one and the dentist is like near retirement. I don't mean to call him old or her old. I'm just saying near retirement. Yeah. Then, you know, they they have a different they have a different generational look.   Do dentistry. I I would say urgent care is probably in a similar situation. If you have an older doctor, it's it's it's a long, it's a staple pillar of the community, urgent care. It's probably got 1990s furniture in it. Yeah. It's probably got some what what was the the art that was in the mall? Trying to think of the name of the Thomas Kincaid. Yeah, yeah. You know what I'm saying? Like some 90s level. Yeah, you know, it's probably got beige.   Yeah. I'm not making fun of you, Abage, but I'm just saying like it's it it doesn't feel modern, it doesn't feel up to date, and it certainly doesn't feel like a like a clinic cafe type experience. No, exactly. exactly. Cause even that's a good point. In the lobby, there was a cooler of waters. There was a coffee station, and there was something else. Like they wanted you to enjoy your time there. It wasn't just pure sterile type of thing. And you're talking about the old generational stuff, because like my old dentist, when I was a kid, that I left, you know, and got married.   It was these big thick leather couches that you sat in, the the salon not salon, saloon style door that was big chunky wood that would flop when they walked through it. Yeah, yeah. And then they had the lady with the the glass with the peephole thing to talk to you through for some 'cause for some reason you're not because you're gonna murder them. Yeah, yeah. Because like apparently you're at a bank right now in old teller style. And and then I   Yeah, yeah, exactly. That's funny. And they do, and so they don't want to look at you. Yeah. And and then the the one thing I was actually surprised I was expecting this smell, but I didn't get it the new place. But the old place was this like spearmint dental smell. You know what that dental smell is? Yeah, it's probably the gum they or not the gum, but the toothpaste they use. The yeah, the the polisher they use, whatever. And none of that was there. Right. Like it was just like the polisher they used on me, I could taste some of the mintiness, but there wasn't like being   through the whole place. Right. I was actually kind of relieved because I have a like there's a a a bath cleaner that I use at our house and it smells like that. It's a fabuloso. And it's not fabulous. Fabulous smells good. That's good stuff. But this is like the spear I think it's called spearmint. And it has like I have like PTSD like 'cause I hear drills in the back of my head when I hear I spray the bath cleaner. Right. And so anyway, it's just yeah, like just that whole experience 'cause I even think about we had a we knew a guy once that was doing like   Basically like scent marketing where he was doing custom scents for people. And I really like in a urging in a medical place, if you could kind of control that scent, that'd be fantastic. Because the smell of latex and disinfectant is not the best smell in the world. I was on a a trip, I guess it was a week or two ago, maybe two weeks ago. we went to St. Louis and there was a Ritz Carlton that we were doing our meeting in. They have a custom smell. I figured that out. I'm like, wow, this smells amazing. Yeah, and it is but wasn't overbearing.   We've also seen what happens when we stay at an Airbnb and they give it no craps about no, that was awful. Did are they hiding bodies here? No, no, no. How much did they just dump in this elevator? It was I mean, it was bad. It was, it was really bad. So scent marketing is not a bad thing. Scent smells is what we're talking about. Yeah, yeah, exactly. Cause because that's part of experience. Like if you walked into a you have an amazing energetic care, it looks wonderful, you the best staff, and something stinks in that place, that's not gonna go well. Right.   So it's just bad. Well let's let's wrap it up on a bow for the listening audience. Your experience with dental care. Let's take three or four takeaways of the experience on how we can apply that to urgent care. 100%. So one would be the if they're if you're doing online appointments, you can identify with the person coming in and start with that conversation. you're Michael? Yes. You used my name and you verified my info and you told me the next steps. The beautiful most beautiful sound in the world is the sound of your own name. Exactly. Keep going.   It's an old school thing. I do it in training. It works. So that was number one. Number two, they guided me through the whole process. They never left me questioning what was about to happen at all. Number three, they weren't rude. They I they honestly could have been they should have been rude to me for s waiting twelve years. That's twelve years of that's twenty four appointments that they didn't get. Yeah, they didn't get and they could have 'cause I yeah, they honestly could have. And and like   'Cause the hygienist was probably I bet the hygienist, my God, twelve years. I'm about to have the longest morning of my life trying to clean the teeth of this man. Like in her head, she was probably thinking that until she scanned them. Right, right. And but she never mentioned that. She was very positive throughout the whole thing. And then finally, the last takeaway is she didn't leave me in the room when it was over. She walked, she explained, everything's done. And she already knew in this, I realize urgent care is a little bit different, but in this scenario, she's   You don't have to pay anything today. Your insurance covered it. She knew that. And so she walked me back to the front and wished me a good day. That's good. The only thing they forgot to do is ask for a review and that was it. Well, everybody can improve. That's that's that's another takeaway in my book is you can run like a well oiled machine and they were all the things going well for you. And there's always an opportunity to do better. Yeah. And like I said, like I would give that I gave a five out of five on Google. If I was gonna do a pure rating, it'd probably be like a nine point five out of ten. Like it was   I couldn't ask for much more, honestly. but yeah. Is your urgent care a nine point five out of ten? Yeah. How would you rate your own urgent care? How would you rate it? But but like be for real. Really think about all the aspects of how you run from a patient perspective, not from an internal perspective, but from a patient perspective, their experience. How would how would you rate it if you were a patient at your urgent care? Click, I'd be interested to know that. Drop it in the show notes. Yeah, we actually have ads running right now for a scorecard for your marketing. but have you ever scored yourself?   On everything. So 'cause I think we know as a business owner, like you have to do that regularly. Like and you have to say your and some of it's like, I understand some of this, but you know, but here's what 'cause we talk about this in our leadership meetings. What what would a 10 look like? Right. And we'll rattle off some stuff like, Okay, yeah, like we're not there yet, but we're close and we're moving toward that. 'Cause we don't want perfection, like we just want progress. Excellence. Yeah. Excellence in the ordinary over time. Yep, exactly.   All right. Well, listen, thank you for listening to walk ins welcome. Couple of asks here. One, if you like what we're doing here, leave us a review. That helps us tremendously to bring value and to to get more guests on the podcast and to make sure that we're bringing you the very best that we can. the second ask is in the show notes, you'll see a link. Go to your scorecard, figure out how your marketing stacks up and let it grade you. And it the we don't even ask for an email on this. I believe you just get it. Is that correct? So   enjoy that tool. Let us know if we can help you and we'll see you on the next episode. Thanks for listening. See you guys next time. See ya.