David Stewart

And then eventually it just becomes a standard.

And so we've been able to affect a lot of change incrementally and make a lot of tests simply by putting out the right incentive structures to allow people to test, to play with it, to watch others succeed, and then implement it.

And then eventually it just becomes the norm.

Slowly adding incentives and then making a standard of this is what we expect.

This is what the job is.

Doing it in a fair and reasonable way.

But now we have a standard.

So those have been some ways to incrementally affect change without shocking anybody.

Yeah, it made me think of AI for just a moment.

And it made me think of one of the changes that we made recently that really could have led to some real challenges.

And basically, one of the things that we have a lot of inbound calls.

We get about 150 to 200 people a day that call us.

And so naturally, we have a client care team to support that.

However, they cannot answer 200 calls a day.

It's very difficult, right?

We're missing calls, we have frustrated clients, and we're missing opportunities.

And so through some of these masterminds that I'm a part of, I heard about an AI receptionist tool.

And I said, okay, let me do as quick of homework as I can to solve this, because this is an absolute bottleneck and constraint on our business.

It is

It is a major challenge for us at that time.