Checklist Champions | Checklists Saved 1,500 Lives in the Michigan ICU System Within Just 18 Months

Audio Transcription

Speaker 1:
On today’s show, we discuss something that is killing the profitability of your business and an action step that if, if you take this action step, it will absolutely take your profitability and quality to the next level. Did you know that checklists saved 1500 lives in the Michigan ICU system within just 18 months of their implementation? Think about that. They were able to save 1500 lives and $175 million in just 18 short months by using checklists.

Speaker 2:
Some shows don’t need a celebrity in the writer to introduce the show, but this show does to may eight kids co-created by two different women. 13 Moke time, million-dollar businesses. Ladies and gentlemen, welcome to the thrive.

Speaker 1:
I’m Sean.

Speaker 3:
Yes,

Speaker 1:
Thrive nation with the subtlety that only a megaphone can bring to you with the subtlety that only am megaphone can bring to you. We introduced to you Matt “business coaching” kline on the line. Matt “business coaching” kline. How are you sir?

Speaker 4:
I am doing good and that sounds like a megaphone from my end.

Speaker 1:
Do you have a megaphone in your office?

Speaker 4:
Oh man, I’m loud enough. I don’t know. It was letting me have one in my office.

Speaker 1:
Okay, well I’m just throwing it out. I mean, when you, the conference, I’ll let you use it a little bit and there’s a certain power with having a megaphone and once you have that power, you’re not gonna want to give it up.

Speaker 4:
I want to use it.

Speaker 1:
Yeah, I’m just telling you, you’re going to go, I’ll give it, I’ll let you use it. And you know why I’m going to know how I’m going to remember to get it back from you. It’s because I have a checklist at the conference for everything. And on that checklist, Matt “business coaching” kline, there’s a checklist for my megaphone. So I’ll bring you, I’ll be bringing the megaphone. Andrew, you’ve seen this, we’ve got a, a sampler. They are now, can you, can you explain what a sampler is? So Matt “business coaching” kline knows a, the sampler is basically a pad with a bunch of buttons on it and you hit the button and you get a sample of some sound. And that sound is the same sound effects as we’ve got here on the show. And they have a custom made a SM 58 red, white and blue microphone. That thing’s hot. It isn’t a hot Vernon. Very nice. Really good. And we’ve got a lot of books at the bookstore, but there’s just a lot of stuff. So much stuff. And Matt, you’re coming to the conference. What kind of accoutrements are you bringing? Are you bringing some post-up stands or what kind of things are you bringing?

Speaker 4:
Yeah, some posts up stands myself, bring some of our technology via my laptop and hopefully I can get a nice big screen from you guys where I can show off or cool a backend technology. So yeah, everything you need to know about carpet cleaning. And I’m done with you guys.

Speaker 1:
Well this is what I want to talk today is checklist champions when you run an Oxy fresh or if you buy an Oxy fresh franchise and end to how much does it cost right now for an Oxy fresh man? What’s, what’s the total cost?

Speaker 4:
38,904 the territory equipment, product and training.

Speaker 1:
Okay. So let’s say that you get all the training, you pay all the money, you go all the way to Denver, but then you just don’t use checklists. You don’t write things down as a franchisee, you just, you know, you don’t, you just forget things. You forget to talk to you about all the things that could go bad with your business if you just for whatever reason, refuse to use checklists.

Speaker 4:
Yeah, that’s, that’s a loaded question cause it could be a lot of different things. I mean, it could be your definitions not closing out their work orders correctly. Therefore you can’t actually have a good gauge of what they’re doing day to day. It could be you not paying attention to, you know, your bank account and what’s going in and coming out. It could literally be as easy as you just not having a checklist for your vehicle. And then one day that thing just doesn’t work anymore. So therefore you can’t make any money that day or week or depending on the problem, even a month. Right? So you need to have some sort of checklist for basically every aspect of your business to be able to track it because you really can’t change your management, you can’t track. And we start off with a, you know, a checklist of just a, an onboarding checklist. The very first thing you do when you become a franchise is we don’t leave that up to chance. You’re going to sit with Rob, he’s going to go through a very detailed checklist of every single thing that you need to do before you can open your doors, right? So hopefully we get you on the path to that checklist type of, of structure so that can continue throughout your business.

Speaker 1:
Now what I’m going to do here is I’m going to tee up the problem and Josh, I’m going to share a time in the past where I was a jackass as a result of not using a checklist. Awesome. And then you get to one up me and then Matt, you can one up us and we’ll keep one up in each other about checklist cause it’s, it’s really possible to make even a great franchise not work. If you don’t have a checklist. So I will go first. Matt. The year was a 2000 and a three. Have you been down to the swamp? Known as Houston?

Speaker 4:
I don’t think I asked.

Speaker 1:
You’ve never been to Houston?

Speaker 4:
Well, I’ve been to Houston. I thought you’re talking like a specific swamp end-use.

Speaker 1:
Well, I mean it’s, it’s an, have you been, have noticed how like it just feels muggy. I mean it’s, it’s like a blanket. It’s like you feel like you’re under a hot blanket when you’re walking around. Do you not? I mean, it is warm in there and Houston is not a muggy.

Speaker 4:
Again, I sweat and Colorado all the time. So Florida, Houston, Arizona, it’s not good for my you know, from a pit.

Speaker 1:
Oh, well here, well, here, here’s the deal. So we’re down there in Houston. I’m deejaying an event and I thought we’re going to have Thanksgiving in Houston and perhaps I should get a gig down there, you know? So I booked a gig on the Friday after Thanksgiving. I don’t think that was a life choice. Not at all. But I did it. So I went to the family. I had a great family. I’ve been on Wednesday, had a great Thanksgiving on a Thursday and Friday I’m deejaying at an event and then the family’s like, Oh that’s cool you have an event in Houston cause people want it to be all over the country. And and they said that’s so cool. You’re going to be teaching a wedding in Houston. That’s so exciting. So Wednesday Matt, you know, it’s pre Thanksgiving, we’re having a great time. Thursday having a great time. Friday I roll up to this beautiful facility. I set up my gear and it occurs to me Matt, that I do not have packed with me. Microphone stands stands for a microphone.

Speaker 1:
Madam. There’s an STM 55. It’s the Chrome plated Mike, the one that Elvis used to use back in the day that look at style. And so I thought I’m going to go to guitar center cause I’m like three hours early. So I drive through Thanksgiving post Thanksgiving, black Friday traffic. Unbelievable. Yeah. I get to guitar center and back to the facility and I know I have like two hours until the show starts. I set up the speakers, I set up the Mike, I set up Josh, all this, all the gear. Beautiful. Then it occurs to me, one needs an amplifier to amplify the music. Matt, are you down with amplifiers?

Speaker 4:
Oh, I’ve always been down with him.

Speaker 1:
When you were in high school, did you have a big system in your vehicle?

Speaker 4:
Oh, that’s so embarrassing. But I did.

Speaker 1:
Yes, yes, yes. Okay. So we all, all the, all the guys out there, all of us are going, Oh, I had a big system, big subwoofer. So you had that big systems. I had the big system and I, I go to turn it on. I’m going, wait a minute, there’s no amp. So I go back out to the DJ van, my mobile office. I look, it occurs to me that I have forgotten the amp. I don’t have, I don’t have an amp with me. So I travel back to guitar center, I buy the amplifier, I come back. My wife’s with me the whole time. And my wife said, babe, do you think maybe you could use the checklist? And I’m going, no, I don’t need a checklist. I mean, I’m a DJ. It’s all in my head, my head. It’s a beautiful place in here. I don’t have, I don’t wanna use a checklist.

Speaker 1:
Well Matt, anyway, then the bride comes up to me, I don’t know, 30 minutes after she gets there and says, Hey, and like a half hour, I want to dance with my dad. Did you make sure you got the song? Yada yada. And I said, ah, let me check. And so I had to send Vanessa driving 90 miles an hour to a best buy to find the music. You couldn’t download music back then. And we narrowly pulled off the thing. Adrenal glands are shot, all other decline. Never knew that anything was wrong. So Matt, I went back to Tulsa and I did the same kind of jacket. Jackass, sorry for at least another year, Matt. And then one of my DJs went out to the Manford prom and he forgot to check. He forgot the a, the amplifiers. And so Matt, what do you think I did when he forgot the amplifier? Cause I’m such a great young boss at the time.

Speaker 4:
So how, how could you even, how could you even

Speaker 1:
How good it’s right. I’m yelling at guy like, are you kidding me? I will gouge out your eye. I was just so mad. So I then with my rage I thought, I’ve got to make a checklist because these idiots need a checklist. And then my wife pointed out to me, you do the same crap. The only thing is that you get to your show three hours early and they only get there two hours early and therefore the kids at their high school prom had to spend the first 15 minutes of the prom without music because of you and your pride. So before Josh, before you went up, me about checkers, I just want to know, Matt, do you see this kind of thing? Is this common in the world of franchising where people just don’t want to use a checklist?

Speaker 4:
Yeah, I just think people assume I am. I am one of these people. I mean, I learned stuff every single day. Like I assume like my, my technicians and people that work with me and or for me are supposed to think the way that I think. Right. But I also over time have realized like they aren’t, they haven’t gone through as many scenarios as I have and so it’s not actually, it’s not fair to just assume that they’re going to do everything that I would do at that time. So yeah. I mean, I, I’ve fallen victim the same way you have. And I think most people will assume things are going to get taken care of and then they get to a checklist type of environment because they’ve basically gone through so many situations where they didn’t have all their ducks in a row and end up costing them a lot of either time or money or both. It’s a huge problem

Speaker 1:
Now at tool Gawande, who is the he was, he’s a professor in the department of the health policy and management at Harvard. He’s a Harvard surgeon and a professor. Okay. I at tool go on day G, a, w a. N, D. E if listeners want to Google him, I’ve reached out to him multiple times to have on the show. I get a lot of rejection, but he’s gonna say yes eventually. He’s either, he’s a great guy, he has class and standards, but eventually he’ll cave and he’ll let me on the show. He’ll, he’ll let me interview him. But to go on day, this guy wrote a book called checklist manifesto and Matt, do you want to hear something just crazy about the medical profession? I do. They don’t want to use a checklist, those crazy guys. And he did research and discovered that something like, and again in the book, it’s, the stats are there, but it’s a third of all of the deaths related to you know, hospital infections are caused by a surgeon forgetting to wash the PA, the patient’s body before surgery or to wash their hands or to read the chart of the patient about the things that will kill them.

Speaker 1:
Isn’t that crazy?

Speaker 4:
[Inaudible]

Speaker 1:
So

Speaker 4:
Seems a little scarier than the most.

Speaker 1:
Yeah. But I mean, you think about it you know, I think a lot of people, we make mistakes, we all make mistakes, but if you’re a surgeon, you get to make mistakes. So he wrote this book called the checklist manifesto, and he worked together a lot of the world’s health organizations and they’ve now dramatically decreased the amount of infections in hospitals simply by requiring that the surgeons use a checklist and someone’s in there to make sure they use the checklist. Because Josh, why do you think a surgeon does not want to use a checklist even when they know it saves lives? Why do you think that the, the, the, the surgeons will not use a checklist unless there’s somebody in there holding them accountable. A, the lack of discipline. And what do you think one more. I think there’s, I think there’s one more lack of discipline to the effort that it takes to fill out the checklist. I think it’s a pride thing a little bit to that. Oh, I remember everything. Oh yeah, I remember everything. I remember everything. So now we know that I have a, I used to have an issue with not falling checklists. We know that you know, the surgeons do. Josh, have you ever had a problem where you have installed a sprinkler system and forgot one critical part or one thing as a result of not using a checklist? Has this ever happened?

Speaker 5:
Yeah, we could, we could go into 7 million stories prior to we have call and prior to to learning systems and procedures and scripts. The funny, funny, funniest one. And I don’t mean like funny ha ha. But it’s funny. So I’m on my way to dinner with my wife, ah, three, three years ago, probably nice. And we get an emergency call. So emergency calls years ago was me like it was me just me answering the phone and you’re like, it was just me. And so, yeah. So, Hey honey, do you want to go with me to this call or do you want me to just go? Whatever. No, honey, I’ll just go with you. Let’s go pick up the van. So, so we go to this call and this guy’s got a leak. And so typically I’ll go to the restroom. No, he does not. He has a leak in his sprinkler system, sir.

Speaker 5:
Oh. So but typically we would just shut the water off to the irrigation system, come back later and fix it. Well, we could not do that. So I dig a big hole. My wife patiently waiting in the van and I realize I do not have any cutters to cut PVC pipe in my vein. Why? You’re on a date. Yeah. So I’m like, okay. So I run down to Lowe’s, get some PVC cutters, cut back, cut it out, realize I have no glue to glue the PVC parts back together. Not have glue with you. You’re on a date. When I’m in my, I’m in my sprinkler repair vein. I’m in my sprinkler repair man. At this point, we had gone back to the house, got my band that should have the, I don’t want to eat it. I don’t want to criticize you. I’ll just say this, whatever.

Speaker 5:
I take my wife on a date, I say, babe, grab the PVC pipe and and the PVC cutter and the glue glue. We’re going on a hot day, shows your relationships. Very weird. Back to your job. We make another, make another trip to Lowe’s, come back and fix this. And so my wife and all of her patients and joy and love and me kind of the same conversation, but that’s how I’m with you. We’re on our way to at this point I think we had to go get Wendy’s cause it was like really late. So we didn’t even get to action [inaudible] her. So she said, Hey honey, maybe like a a list of what all you should have in the van. And I was like, well that’s not a good idea. I mean why? Why would that be a good idea? So, but that as long before you clay long before you,

Speaker 1:
Well let me read this notable quotable from a tool go on days book the checklist manifesto. He says, this is the reality of intensive care in America today. At any point we are as apt to harm as we are to heal. Line infections are so common that they are considered a routine complication. I see us put 5 million lines into patients each year. You know, like a line for introvert, like an introvert, Venus, you know, a blue blood transfusion, maybe you need an IV drip, whatever. I see. Use put 5 million lines into patients each year. Here we go. Oh, and national statistics show that after four or after 10 days, 4% of those lines become infected. Line infections occur in 80,000 people a year in the United States and our fatal between five and 28% of the time, but pit depending on how sick one is at the start, those who survive line infections spend an average of a week longer in intensive care.

Speaker 1:
That is scary. So Matt, take us out of the, out of the, it’s got a heavy cat kind of dark, kind of just kind of a kind of a, you know, you know, can you take us to give us an example of like you forgetting to do something on a checklist back in the day, far enough. So, you know, we can’t lose credibility with our listeners. You know, we can’t talk about things or we forgot something on checklists like 10 minutes ago. We read about things in the past. Talk to me about something in the past where you’re going. That was dumb.

Speaker 4:
Yeah. So I’ve got, I’ve got two, one’s real simple. When I, when I was in college, I played basketball. I forgot that the only checklist item that matters when you play basketball. That’s my bag with my Jersey and my shoes in it. And so I had to, that’s the first game. I didn’t start in college cause I didn’t have shoes or my Jersey.

Speaker 1:
No way. Really embarrassing. Stupid. Loved the division one level, division one level. You didn’t have your stuff.

Speaker 4:
Yeah, just for just totally spaced it like you would think like how is that possible? But I literally got to the airport without my bag.

Speaker 1:
I, I wanna I wanna I want, I want to help you feel better. We always feel better when we know someone else does it. Apparently the chiefs couldn’t find their equipment because it was sent to the wrong state. So just hours before the game they had to have like a police escort, take their equipment to the Patriot stadium cause they didn’t have any gear. Did you know about that man?

Speaker 4:
I did know about that and I felt bad cause I know exactly how that feels.

Speaker 1:
Some people are wondering if bill Bellacheck had seen his hand in the, in the deal. I’m going to say he didn’t, but here’s audio of the equipment showing up here at the, at the game. See I don’t want you to feel bad and they’re running and these people are running. This is, look at this. These guys are running in. They’re like look at this guy he’s got, he’s got to go. We need equipment now we are trying to get equipment to the chiefs. Where’s Matt “business coaching” kline? Where’s Matt “business coaching” kline scare? You got a game going. So you, did you just stand on the sidelines? I mean did you, did you go out there nude or did we weren’t street clothes or how did you handle it?

Speaker 4:
Oh well they gave me, so somebody went back to, to the college and took a later flight. One of our assistant coaches. So I had my Jersey and I had my stuff for game time, but it was more of a a life lesson where they said, Oh, you’re not starting today cause you didn’t have your stuff. But that one was just dumb, right. A business one for me, which, you know, luckily, you know, for Josh he was able to kind of fix that problem or at least, you know, get a very quick solution to the problem. Yeah. So for me in the way that I run Oxi fresh, like I, I’m, I’m an hour away, right. And, and I’m on the phone most of the day. So when things like my checklists don’t really add up, like I don’t have immediate solutions typically sometimes. So like I had a new employee and I relied on my other employees to make sure that the vehicle that that new employee had was completely outfit perfectly right. I did not have a checklist item for this. And so when I, I said, Hey, go through the whole vehicle, get it and make sure everything works in there. Make sure he’s got everything that he needs and they just looked in the vehicle and said, yeah, it looks like it’s every, I mean it’s good. Got to his first job. It was like a $670 job. None of his machines worked.

Speaker 1:
Ooh.

Speaker 4:
And so they basically over time, you know, cause we have, we’ve had this business for a long time, we’ve got new equipment, we’ve got older equipment that we have equipment that people just kind of shove off to the side that they don’t want because we have extra stuff. And so I didn’t have a solution. We basically just had to reschedule that job for the next week, give a big discount on that job. Right. Not only do that, we embarrass the guy in the very beginning because that’s not his decision. So without that checklist item, I really made the first day for this gentleman. Not great.

Speaker 1:
You know, this kind of thing. I mean I’m just telling you there is a certain complexity out there. I’m going to read. Andrew, I’m going to read a notable quotable if a fun factoid to you, to you that appears in the wa and the Huffington post. And this is an interview an article written called check please at tool go days. The checklist manifesto. It’s reviewing his book. This is what it says. This is the excerpt from the article. When the state of Michigan began using a checklist for central lines in its intensive care units, it’s infection rate plummeted, 66%, and just three months soon it’s, I ICU is, we’re outperforming intensive care units. We’re outperforming 90% of all hospitals nationwide in 18 months. The checklists saved 1,500 lives. Good Lord in $175 million. I am sensitive to the subject. I will not take the show to a super dark place, but this is very true. My grandfather Matt was your grandfather in the military?

Speaker 4:
My grandfather was in the air force.

Speaker 1:
Okay. Yeah. A lot of our were, these guys

Speaker 3:
Served our country. They, they really fought the fight. And I, I really admire these guys. My grandfather who I’m named after, his name is Clayton Thomas Clark, he served the military as a very young guy and he had to carry bazookas and ammo. Like he carried gear and he totally shot his knees and he had impossible, terrible tendinitis and bone on bone kind of stuff at the age of like 22 so his knees were like, he was like, you know, 80 when he was 20 and he didn’t want to go in for surgery because back in the day, I mean we’re talking, you know, at this point, if he were still alive, he’d be like in his nineties you know, he didn’t want to go in and have surgery. So when my dad was about my age, he told my grandfather, my dad said, dad, just go in and get the surgery. I mean, come on man, you’ve been limping around forever. You’ll feel so much better. And he goes, son, I don’t want to go now. Again, perfect health. He is a mechanic his whole life. I want to say he was like 70 even maybe 68 70 he goes in for surgery, dies in surgery, not sick at all. Previously, no issue at all. Perfect heart health. Turned out they didn’t read the chart and gave him the medication that killed him.

Speaker 3:
True story, you know, and it’s like, oops, now I forgot a Mike stand. Oops. They think about this. I’m asking the listeners out there rhetorically, how big is your, oops, I forgot a Mike stand. No, that’s not like that. It’s like this. It’s bad. It’s really bad. You know why? Because it’s someone’s freaking wedding. [inaudible]

Speaker 1:
And it’s, it’s not [inaudible].

Speaker 1:
I unfortunately used to coach a church back in the day, help the pastor write his sermons and Matt, do you know what the number one issue with the sermons was? Every week you want to guess this is the toy bunny. And funny, this guy helped me, hired me to help him with his sermon, so I wasn’t writing the whole sermon. It’s more of like, I’m gonna write this sermon. I need you to kind of audit my sermons after I deliver them. He give me feedback about how I can get better. Like a speech coach. His Mike wouldn’t work at least 10% of the time and his slideshows wouldn’t work 10% of the time. So between the two, two out of 10 services were a train wreck and you could see the tension on the stage cause he would say, ladies and gentlemen, welcome to the yada yada church.

Speaker 1:
And today we’re going to be talking about, and we’ll be talking about how the Holy spirit wants us to, and there was like, we can’t hear you. We can’t hear you, we can’t hear you. And he’s, and he would tap and then the sound guy wasn’t, wasn’t paying attention and this would go on all the time. And when we talked to the sound guy, talked to the sound guys, mr sound guy, what’s going on? He said, I don’t like using checklists. It’s all in my head. You know, it won’t happen again. So I’m going, I’m not as boss Matt, you know, I’m not as boss. I can’t make them do anything. So, you know, couple months later happens again and this is what he does. Then there’s something weird going on when we run away from saving lives because we use a checklist. 1500 lives were saved in just three months.

Speaker 1:
Real people, husbands, wives, daughters, kids. Could you imagine how pissed you would be if you lost your kid, your dad, someone you care about because they didn’t follow a freaking checklist and you go, well in medical they need to be serious about it. Okay, let’s go to aviation. In his book he talks about this. Do you know that the vast majority of the, of the planes, the private planes that crash crash because they run out of gas or because some routine maintenance checklist was skipped man. Is that shocking to you that people are crashing private planes cause they’re not filling their vehicle up with gas before they take off?

Speaker 4:
It’s actually not that shocking. I think if people are, you know, I don’t care what profession or you’re just, there’s mostly the same people or the same problems. It’s exactly what you said though. How big is your oops. Right. and, and you can’t have too many of them if they’re big like that. Right. so it’s not that surprising to be honest.

Speaker 1:
Now some industries it’s considered criminal, you know, when you make a mistake, criminal negligence, some of them some industry industry is not so much. Josh, I want to tell myself again cause I want to help the listeners out there cause I want you guys to all learn at my expense. Years ago I sometimes share this story at the conference. I had a wedding reception that I was booked at at the Sheraton hotel. Beautiful place here in Tulsa, Oklahoma. Andrew, yeah, Tulsa, Oklahoma. Beautiful place. So I booked, I booked the bride a mat, you know, for a great, great couple of matter. You get married by the way. You get married soon.

Speaker 4:
I’m not soon.

Speaker 1:
Okay, that’s great. So anyway, so I’m doing someone’s wedding. Oh, we’ll call them to this exercise. We’ll call him Matt “business coaching” kline. So Matt Kline’s wedding and amaze. Matt “business coaching” kline says, Hey, you know my wedding’s going to be at the Sheraton hotel. And I said congratulations Matt “business coaching” kline. I hear you’re doing well at Oxy fresh and I’m excited about the news and so I, I show up on the day of the wedding two hours before to set up the gear and I get a phone call. Man. I remember the singular phone calls Matt, the singular phone did an irony or need anywhere near me. I can pick it up. What’s up the bride calling me, excuse me, you’re supposed to be at my wedding. How come you’re not here? I’m saying, Oh, I’m here. She goes, Oh, I just left the reception hall. I didn’t see a, I’m so glad you’re there. All is. Well, you know me, bright jitters, whatever. I’m like, okay, yeah, well then did it dude, dude, dude, dude, like an hour later and I noticed there’s nobody showing up with reception. It’s kind of awkward. They said, where are you? I said, I’m all set up. They said, no, you’re not. It’s an Oklahoma city man. An hour and a half away.

Speaker 1:
You’re making me feel a lot better, my friend. I want all the officers to feel a lot better. This show should make a great big colon cleanse for all the listeners out there. So I self esteem is skyrocketing. I drive the car, I drive with great passion. It’s a, it’s an hour and a half to get there. About 90 minutes. I drive in 45 minutes. I get there without breaking law. No breaking every law. I mean, it’s crazy. It was like the 18 you know, getting the van, get getting the tire, you know. So I’m just going as fast as I can get to me. I’m just rolling through stop signs, you know, just going driving. I there turns out there’s multiple Sheratons. Oh no. Oh yeah. Oh yeah. So I go to the wrong one. I call again now I’m like an hour late into the reception at this point.

Speaker 1:
Sweating to sweating like I’ve got like I am a serious recent criminal who I haven’t been yet arrested, but I’m going to church today after the crime. I mean I had my, I’m sweating in church, I’m sweating. So I finally call her. She says, are you kidding me? She’s going off. Her dad picks up the phone. Just lays into me. Are you kidding me? This is my daughter. Are you a jackass? Are you? And I’m like, sir, I’m so sorry. And I am a jackass, but I’m in route, whatever. I get there. And Matt, this is Matt. Remember in basketball sometimes in the locker room you start off with the w with the slow clap where it’s like you kind of work into it. And then it felt like a thousand people. It was probably 200 people slow clap. Me and a guy boost a guy booze. You don’t get booted. What? He said the dad? No, this is what happens. It’s a slow clap. And this guy in the back’s like yo. And I’m going and it’s like those really loud boos where it’s, it’s very, but it’s like one guy

Speaker 3:
[Inaudible]

Speaker 1:
Like this and so I’m going, I’m really sorry. I’m kind of waving to him. And then other people start kind of joining in the boot chorus

Speaker 1:
And then pretty soon there’s like at a 200 people, maybe five or six people that are booing. Father brought comes up to me and says, I won’t say the extra words. We said, sir, you’ve completely my daughter’s wedding. I don’t hope you can sleep at night but I’ll be suing you, have you have a good show? And I’m like, so then I tried to DJ the crap out of it and I DJ the best show I’ve ever done kind of thing. I was like, next level. Yeah. After the wedding, shocking father calls me for a shakedown call, which I deserved and our contract stated that I only had to, you know, I’m only liable for the amount of the wedding. And he was like, I understand that you, I’ve signed a contract, says I’m only liable to you for like $600 but we spent like 30,000 on this wedding reception and I think you should cover a lot of it because you ruined it.

Speaker 1:
And we ended up having to to settle the thing. But all I can say is that it was my fault. And you know what I did? I updated my system. So I verified two forms of identification and then made you couldn’t save a file unless you saved the address on file after reading it to the customer. And then I made it where if you got the address wrong, it was a fireable offense, you know? And then we fixed it all. And then from like 2003 to 2008 or so, and that never happened again. We did a great job. Things are good, but there’s something wrong. We were not wanting to use a checklist and now I took one day says checklists seem to defend anyone, even the inexperienced against failure in many more tasks than we realized. Matt, how can the checklist at Oxi fresh defend franchisees from Phil here?

Speaker 4:
Well, I think that’s why we do it in the very, very beginning because if we get them on the track to say, okay, this is easy, right? These are the things that we need to do and they can’t check them off. You can’t actually move to the next step of this process of opening your business until you’ve actually checked it off physically. Right. And so if we get them in that habit, it’s just like we don’t want our franchisees learning how to use checklists or disastrous situation because some of those things, if it’s big enough, you can’t come back from them. Right? Like being sued or something like that. So, you know, there’s very small amount of possibilities that can happen, but you open up a whole realm of accidents and problems and you know, missing appointments and not getting paid for things and your employees not being in an area where they can be successful if you’re not doing these checklists. So, you know, just like those stories, you, you know, you’re a successful person. Not everybody just is going to do that. So buy into a franchise like an Oxy fresh that’ll actually be able to help you with those checklists and get you off to the right spot. Not learning through big, big mistakes. It really hurts.

Speaker 1:
Okay. I took one day, says this, Josh, I wanna get your take on this. He says, the volume and complexity of what we know has now exceeded our individual ability to deliver its benefits correctly, safely and reliably. Now, I know when you install a quality irrigation systems at living water irrigation, you’ve got to dig a ditch. You gotta put it in the system. But man, if you cover that thing with earth and you resort it and you cover it, you make the ground look beautiful again and then you forgot a core thing, it might not work. What are the kinds of core things that you have to put on your checklist and you just can’t forget?

Speaker 5:
Oh, we need to make sure that we’re seeding the fittings properly. So meaning that when you put them on a quarter turn, so that way the pipe seats all the way into the fittings. We need to make sure that we’re cleaning the pipe, that we’re sanding the pipe. We need to make sure that we’re actually laying out the system as designed and as detailed with the homeowner. We need to make sure we’re getting the proper email, getting the proper address, getting the proper name and spelling. I mean we can go on and on and on, but the, the great benefit to checklists, the great benefit to having all these things available is the freedom that comes from not having to remember all of these details to just look and go, Oh, okay, so on today’s job, we’re going to do this. So we need these things to accomplish this. Let me make sure I have those things. Let me go perform my function and do the job. As opposed to trying to think about all of the things you need. And then when you get done with a job, with a check list, knowing that the system is actually going to function as opposed to men. I hope I did that right.

Speaker 1:
And if you’re not careful though, we could all think that we have it figured out and we’re going to forget something. Matt, when you travel in, if Roxy fresh, you guys do travel for trade shows. You know, when you go out there and meet people and, and you know, try to introduce yourself to a potential franchisees. I mean, isn’t there a lot of crap you guys have to bring on that trip?

Speaker 4:
Yes. And I have, because of not having a checklist, literally forgot the plugin part of our booth. And so we had to go just like you did add, go to Lowe’s, we had to go to this little electronics shop and, and rig up. I mean the guys electronic South we had, we had a 12 volt battery. We were like MacGyver in there trying to get this thing to work when all we had to do was just follow the checklist and one of those items would have been the power cord. Right? And it’s like, you know, those things make your your day so much more difficult. So now you’re not focused on, on doing things like meeting new people. You’re literally working on how you can make this booth actually light up.

Speaker 1:
Andrew, I’m going to talk about marriage tips here that you don’t want. You’re not asking for. I’m so ready. But Matt is a single man and I’s a man who have been married now for almost 19 years. We are here to judge you. So I’m going to talk to you about marriage real quick. I’m here to judge you and you don’t ask him for the advice Matt. And you might say, how am I qualified to give him advice? I’ll tell you how you’re qualified. You’re Matt freaking Klein and you you know, sell franchises. You award people franchises. Oh, you do a good job and you rely on checklists. You do not use checklists though, Matt, you do use checklist, right?

Speaker 4:
Yeah, we use checklists all the time.

Speaker 1:
All right, so I’m going to give ma, I’m going to give a, Matt and I are going to give you passive aggressive marriage advice that you don’t want on the show. Yeah. And here it is. One, we know that if we take our wives on a date once a week, that’s the minimum to stay married longterm. So on the checklist, that’s item number one. Item number two, we know as men we figured it out. You have to ask the spouse in the house, what could I do better on each one of these dates? Because every week there will be something we could improve upon. Three, we know that if we do two dates a week specifically, we go to Kirkland’s and places like that, that we’re interested in, then we will discover that we will be having a lot of marriage bliss, if you know what I’m saying. For we know that if we buy flowers every week, we, that that’s what we call it. That’s, that’s called the freak a week. That’s where you’re just having a lot of love and going on. It’s a freaking week, you know what I mean? And it’s just the, that’s the fricking week. So there’s a PD Pablo song called freak a leak. This is called the Freaker week. It’s when you bring home flowers and you go on two dates a week PD, Pablo reference. I just want to, Hey, do you like Petey? Pablo there a Matt, do you like Petey? Pablo?

Speaker 4:
Yeah, he’s my favorite.

Speaker 1:
Do you remember the song VT? Pablo, do you remember that?

Speaker 4:
Yeah, I mean I did. Yeah.

Speaker 1:
Let me queue it up here to queue it up just real quick.

Speaker 6:
Whoa, Whoa. Okay.

Speaker 1:
So that’s what’s going to happen. If you’re bringing a, anyway, the point is the checklists. But the thing is we forget, do we not? We all do. We all, we say, you know what, because we don’t put our personal lives, our business checklist, but we should. You got one calendar for your one life. You got your one checklist and pick it up. Your kids from basketball is just as important as making sure you show up on time for the clients. So anything we want to get done has to be a checklist. And you might be saying, I don’t want to be a robot. You would say, I don’t wanna be a robot. I don’t want to be control. I want to know it’s predictable. You’re going to make mistakes like a freaking idiot robot. So what you want to do is make a checklist for any area of your life that you want to improve. That’s what happens. It works. Matt, if you’re a better, like a super strict diet where you’ve just gotten jacked.

Speaker 4:
Yeah, I have.

Speaker 1:
And when you were on that Jack diet, were you, were you just eaten? I mean, did you have a plan or did you just get out there and just make it up as you go?

Speaker 4:
Yeah. Well I, I don’t think I had more of a checklist. I literally just ate meat and no carbs and just went to the gym. That’s all I did. So I didn’t do quite the checklist side of it.

Speaker 1:
No, but that’s, that’s huge right there. So Charles Cola, we’ve had them on the show a lot. This guy’s jacked when I’m out. I can’t wait for you to meet this guy at some point. He’s Jack, but Charles Cola, he is, I mean, all he ever eats is meat and vegetables and water. So he’s got, it’s a small enough of a, it’s so simple. It’s like the list that is in his head, but it’s so simple. Now I’m going to challenge the listeners out there, Andrew. If we wanted to get Google reviews, for instance, from every customer. Yeah. And we wanted to make sure that every customer was happy. What would be the way to guarantee we would get those reviews? The best way to do it is after you’ve provided the service you call your customer and you ask them, Hey, how was the service and [inaudible] you want to do it in the home? Am I correct there and Matt, when they’re happy right there, you ask them right there.

Speaker 4:
Yeah. If you want, you don’t leave that home until they say, I’m 100% satisfied.

Speaker 1:
Now this is what Charles Cola does. His thing is if you do not ask the customer to leave an objective review and you don’t get a review from half of the people you talk to, you’re in trouble. Matt, you should Google this real quick. Google, Google search Joplin. Jim’s real quick while I listen to freak a leak, just Google it real quick. Joplin like Joplin, Missouri. Did you replay Joplin in college basketball? Did they have a team? Okay. Do you see Joplin gyms? Do you see colo fitness coming up there? Look at that. Look how many reviews he has. Oh, you see that many? Yeah. You see that many reviews. He has 34 24 36 minutes, a lot. I mean it’s a lot. 3000 reviews. How did he know, Matt, if you scroll down, do you see all the video reviews coming up? Theme song, look at that guy. I mean he’s done. Is he, is that not total domination map? I mean in your objective opinion?

Speaker 4:
Yeah, I don’t, I don’t think it’s my objective opinion. It’s just facts.

Speaker 1:
I’ve never had a client be more serious about getting reviews than that guy. And you know why? You know, he doesn’t forget Andrew, how does he not forget what you think he does? He probably has a checklist. So for all the guys out there who are going, God, you know, my marriage sucks. Like every two weeks I reject a jacket up. What advice would you have for the men out there and in a very aggressive, aggressive marital marriage tip? Now that you know the knowledge, Oh, I would definitely say create a checklist and have on there. Take your wife out on one day. I wrote this down, I got this down. It’s a move, right? Take your wife out on one date per week. Ask your spouse, what can I do better? Oh boy. I go on two dates per week and you’ll have a lot of marital sex.

Speaker 1:
Whoa. Buy flowers every week and you will have a freak a week. Real quick. Can you your to do list? I don’t want you to show the inappropriate stuff. You’re on that checklist, but we, you show the checklist to the camera real quick. Do you have, do you put working out on there too? I do. It’s right there. Oh, you got two 30 in the morning with my wife. Oh wow. Right there. Two 30. You do that. So that, that’s in your calendar though. That is. Yup. Yup. Okay. So you, you put on that, how much of your income do you save? Oh, we save 50%. And that’s the thing, you just set it and forget it. And you now say 50% you’re ending up met. This guy is 21 years old and now just bought a second house. That’s true. Pretty incredible. He’s a dirty. When you meet him, just slap them around. Hey, now make him humble, man.

Speaker 1:
Man. I got one man. I got I got, please keep that to a minimum man. I’ve got one more notable quotable from a tool go on day from the book, the checklist manifesto I’d love for you to break down here. He says, and the reason is increasingly evident. The volume and complexity of what we know has exceeded our ability to deliver its benefits correctly, safely, safely, and reliably. Knowledge has both saved us and burdened us. Then he goes on to talk about van Halen. He says, listen to the radio. I’ve heard the story behind rocker David Lee Roth, notorious insistent that van Halen is contracts with concert promoters contain a clause specifying that a bowl of M and M’s has to be provided backstage before the show, but with every single Brown candy removed upon pain of forfeiture of the show with pull full compensation to the band at least once van Halen followed through.

Speaker 1:
This is their case, canceled a show in Colorado when Roth found some Brown M and M’s in his dressing room. This turned out to be, however, not another example of the insane demands of power, mad celebrities, but an ingenious ruse as Roth explained in his memoir, crazy from the heart. Van Halen was the first band to take huge productions into these third level markets. We’d pull up with nine 18 Wheeler trucks full of gear, where the standards was, the standard was three trucks max. And there were many, many technical errors, whether it was with the girders that couldn’t support the weight or the flooring would sink in or the doors weren’t big enough to move the gear through the contract rider read like a version of the Chinese yellow pages because there was so much equipment and so many human beings to make it function. So just as a little task buried somewhere in the middle of the writer we would put, would be article one 26 the no Brown M&Ms clause.

Speaker 1:
When I would walk stage, if I saw Brown M and M and that bowl, we’d line check the entire production. Guaranteed are going to arrive at a technical error, guaranteed. You’d run into a problem. These weren’t trifles. The radio story pointed out, the mistakes could be life threatening in Colorado, the bound the Bay, the band found that the local promoters had failed to read the weight requirements and the staging would have fallen through the arena floor, thus killing people. Again, that’s how they knew whether you read the whole contract or not. So let’s talk about this again and I’ll let the listeners get out of here. Matt, we’ve got some listeners out there that are going, God, you know, I don’t want to have a checklist for everything. I mean, do I have to project to have to, do I have to have a checklist for all the crap that needs all the gear that needs to be in my work truck? I mean, do I have to go that detailed? I mean, Matt, do you really have to have a checklist of all the crap that is in the Oxy fresh vehicles? Do you have to go that detailed?

Speaker 4:
Yes. because if you don’t have one of those items and you get to a home and you can’t complete that job, you’ve failed. Right? So, absolutely. And, and here’s the thing, if you’ve run your business for a little while, you know where your inadequacies are, you know what you’re not good at. So stop fighting, stop fighting the problem. If it’s happened before and certainly if it’s happened multiple times, then obviously the current situation which has the way you’re handling is not working, right. So especially if you have employees, you, you owe it to them to make them a good checklist so that they have something to follow. Because if you as the owner have missed those things, you can certainly, you know, guarantee that your employees will from time to time. So it’ll just make the entire process of you being able to get to your end result so much easier. And so it’s not that much harder to, to make that checklist,

Speaker 1:
You know, on today’s, you know, on today’s show, when we finished doing the show what I’m gonna do is I’ll edit, I’ll add in an intro, I’ll add in an outro, I’m going to send the, the, the, the show description, the meta description, the meta title and the show notes to Jonathan Kelly. And then he transcribes the show. The show’s then uploaded iTunes, Spotify, iHeart, YouTube. It’s an embedded on the site and he has got a massive checklist that makes my head almost explode while looking at it. And so, man, I thought we could bring the show to a nice close by reading the checklist for the conference to the listeners. Does that, does that, does that sound fun, Matt?

Speaker 4:
I’m into it

Speaker 1:
Because I think a lot of people don’t. I think when you say Josh, I think when you say, I’m going to read a checklist right away, people tune out. No, I’m exhibited. I mean, it’s exhilarating. I’m, I’m so excited right now. I’m gonna read it to you. Emilia has to wipe down the windows. Thursday. Ben has to wipe down the counters. Jonathan has to talk to Luke about conference footage needed. Jonathan has to talk to the bookstore about, if you buy any of my books online on Amazon, you can get one free at the conference. John has to clean the bathrooms. Paul Hood has to confirm our Johns to call Paul to confirm lunch for Friday at Los Cabos. Jonathan has to talk to the team, saving audio properly for each session to the person who’s managed managing the recording of the pod of the workshop has to wear headphones.

Speaker 1:
We have an ice sculpture being delivered and the shape of the F six Steve Currington has to get the Lamborghini’s and exotic cars there. I’ve got to pick up the TV to give away. I got to tell the team how many reviews they have to gather. I got to put out big conference cards. Luke has to pick up Michael Levine and Matt “business coaching” kline. Oh, Matt “business coaching” kline from somewhere. Andrew and Kindle epi wearing headphones. Five in the morning. The team has to huddle five-thirty. As we’re huddling, I have to ask the team, do you know what position you’re supposed to be in? Make sure that every attendee knows what’s going on. If they have any questions, they get up on the board. Then we have a team huddle. We assign the sections, what section they need to be in, and we have the team. They write down all the questions on the board.

Speaker 1:
Oh, and I spelled right wrong. Look at that. I got to write right questions wrong. I gotta write questions on the white board. Look at that, and we got to greet the guests. Then Dane and the soup get there to perform and they have a song list of what they’re supposed to play. We’ve got to get B roll of people walking in. We’ve got to get the fire breather outside. He’s going to be breathing fire. We got flame throwers and fire breathers literally outside of our building that it has to happen. We’ve got the band performing it. I mean we, it goes on and on and on. We’ve got to get 50 images for our conference page. I mean, man, this makes me nauseated looking at all this.

Speaker 4:
Yeah, but just think about how nausea to be after you get there and you, you miss about seven of those items.

Speaker 1:
Oh my gosh. I’m just telling you, we’ve all been to an amateur conference. We’ve all seen the amateur hour with a small business. We’ve all seen it. Let’s be pros. Okay. This is, today is the go time for the pro Tai. It is now time to get serious about our business. Let’s let let’s all together today move into the 1% of our industry. Unless you’re in the carpet industry and you’re outside of Oklahoma, if you’re in any other state and not Oklahoma and you’re in the carpet industry, I want you to take your game down a notch. Don’t use checklists. Mail it in. Take the quality down, don’t follow up. Make sure you abdicate. Never delegate. Don’t get reviews. Don’t be dependable. Make promises you can’t keep. Be a jackass if you are not an Oxy fresh and you’re cleaning carpet and other territories. Matt, can we agree on that?

Speaker 4:
Absolutely.

Speaker 1:
Yeah. We just want all the carpet cleaners out there. Just take your game down a notch a little bit here. We’re striving too hard, but everybody else take your game up another level. You can do it and we’re going to end the show with the boom man. Are you prepared to bring up a Denver, Colorado boom?

Speaker 4:
Oh yeah.

Speaker 1:
Hey, by the way, Matt, I’ve got a ticker on my website right now and thrive time show.com. I just want to share it with you. I got to take her up there and I’m going to see you in two days and 15 hours in 39 minutes and 43 seconds. I can’t wait. Ooh, I like that. Here we go. Great.

Speaker 7:
Hello

Speaker 8:
[Inaudible]

Speaker 7:
10, the world’s best business workshop led by America’s number one business coach for free by subscribing on iTunes and leaving us an objective review. Claim your tickets by emailing as proof that you did it and your contact information to [email protected]

Speaker 8:
[Inaudible]

Speaker 7:
I had a Jay Schroeder and I am from Nashville, Tennessee.

Speaker 9:
A lady I use for coaching told her I was looking for some, some sort of conference to get my mind thinking about business. And she found this and I just flew out here a week later. No, I don’t think it was a scam. It piqued my interest cause it’s, it’s what, it’s how I think. I think entrepreneurially and it just to me it right away and clicked. I’ve learned that our systems are not exactly where they need to be and what we need to do. There’s a plan in place. He has a plan in place to get you from where you are to where you need to go. It’s great man. It’s not your typical corporate it’s got a phenomenal vibe. I love all the sayings on the wall. I love it. I love the smell. The smell outside is great. I love it. It’s casual, but yeah, he knows exactly what he’s talking about.

Speaker 9:
I, dude, there’s nothing worse than standing, walking, listening to a guy in a suit, rambling at you. Love it. Great presentation. Yeah, interaction. Great. we definitely feel comfortable asking the question if you need to. Questions from the rest of the people in the audience also helps. I mean, maybe stimulate more questions that you have. If you have an entrepreneurial mindset and you’re trying to get from where you are to where you want to go, you have to come to this donate upside of their product speaks for itself. If it’s what you’re looking for is what you’re looking for, I would recommend it to anyone who wants to build their brand, build their business. Just the day in one the day of, not even two day session yet. I mean, I’ve already got a hundred ideas that I want to, that I want to implement and yeah, I’d recommend it for anyone who has an entrepreneur mindset and who wants to build their business.

Speaker 10:
So my name is John Kelly. I’m from Baton Rouge, Louisiana. So I heard about the thrive time workshop through clay stares at leadership initiative. So I’m a general contractor. We do commercial residential work and I’m just looking to refine my business and learn some of the steps to do that. So Clay’s office and the team is awesome. They really know their stuff. They have great culture, awesome place, place, presentation style is super cool. He makes it a lot of fun, but, but at the same time, you can tell he really knows his stuff. He really does his homework. I think the biggest takeaway that I have from the business conferences, just, it’s really important to be disciplined and disciplined in a lot of areas. You gotta be disciplined with your time. You gotta be disciplined in the way you manage. And that’s super important. So I think for people not attaining the conference, they are really missing a great opportunity to learn a whole lot about business. And they’re missing, they’re missing the experience of learning in a fun way. Everyone needs attend the conference because you get opportunity to see that it’s real. You talked to the coaches and you talk to the leadership, you know, from week to week, but you actually get to see companies that have been through it and just, it makes the whole experience real.