CRM Success in the Trades: Celia Church’s Guide to Data, Implementation, and Next-Level Growth

Thinking about switching CRM platforms or struggling to get the most out of your current system? In this must-listen episode, CRM and Service Titan consultant Celia Church (Smart Service Solutions) joins hosts Jennifer Bagley and Chuck Staszkiewicz to unpack the secrets behind successful CRM and field service software adoption for contractors and home service businesses.

Celia shares a true insider’s roadmap—covering everything from data mapping and onboarding to ensuring clean data, effective team training, and the growing role of AI in automating busywork. Chuck and Jen add hard-earned lessons from their own businesses, giving listeners a no-nonsense guide to avoiding costly mistakes and setting up your CRM (and company) for scale. 

Perfect for HVAC, plumbing, electrical, and service company owners ready to stop wasting money on underused tech—and start leveraging CRM platforms for strategic, profitable growth.

Timestamps:

00:00 – Introduction & Why CRM Matters
01:41 – Meet Celia Church: Her Background and How She Became a CRM Expert
04:02 – Why “Garbage In, Garbage Out” Is the #1 Data Principle
07:52 – The Right Way to Implement a New CRM
10:00 – Step-by-Step: Data Mapping, Validation, and Change Management
12:56 – Who Should (and Shouldn’t) Attempt a CRM Migration
15:00 – Critical Non-Negotiables for Successful Implementation
17:27 – Training, Grace Periods, and Dealing with Bad Data
18:46 – Seamless Employee Onboarding & Ongoing Training
19:58 – How AI and Automation Are Changing CRM Use
24:35 – Automations, Integrations & What’s Possible Now
25:51 – Reporting Mistakes Contractors Make (and How to Fix Them)
30:51 – The Owner's Mindset and How Bad Data Derails Growth
34:19 – Why You Need Financial Clarity Before a CRM Migration
40:45 – Building Your Fractional “Dream Team” of Experts
44:45 – Measuring ROI—And the Hidden Costs of Doing It Wrong
49:51 – Final Advice, Celia’s Contact Info & Next Steps

Guest Details:

Celia Church
Title: Founder & Lead Consultant, Smart Service Solutions
Background: Celia Church is a respected CRM and field service software expert specializing in Service Titan and home services technologies. With a career spanning dispatch, call center management, and tech consulting, Celia’s consultative approach has helped hundreds of service businesses optimize their process, gain control of their data, and achieve scalable growth. She is renowned for her hands-on strategies in data integrity, staff training, and business process mapping—helping companies unlock the full value of expensive software investments.

Relevant Links:

• Smart Service Solutions
• Catalyst for the Trades Podcast
• CI Web Group
• The Opus & Golds Group

Enjoyed this episode? Subscribe to "The Catalyst for Trades" on Apple Podcasts, Spotify, or your preferred platform. Share this episode with aspiring and established leaders, and stay tuned for more insights on driving business success and personal leadership growth.

Transcript

Chuck Staszkiewicz [00:00:02]:
Good afternoon, good evening, good morning, wherever you're at tuning into us. I'm really excited today. I am Chuck Staszkiewicz so that I have to do it for Jen and we're live here at the Catalyst for the Trades podcast. I'm really excited today, Jen. I am so fired up because this is one of my favorite and least favorite topics. In the same breath, I think if you're a trades business owner and you haven't dealt with CRM, call management, field service platforms, whatever issues, then you know, you're still doing paper invoices and you probably aren't listening to this podcast because you don't even know what podcasts are.

Celia Church [00:00:48]:
That's right.

Chuck Staszkiewicz [00:00:49]:
So you know, I'm super excited for our guest today. Alongside of my co host Jen, we have Celia Church here from Smart Service Solutions. And you know this, I don't think 45 minutes is going to be enough, guys. So I appreciate you guys tuning in. Wherever you're tuning in at. This may be one that you want to hit repeat on several times because the knowledge that Celia has is amazing. She's not only helped me in my own business personally, I've watched her help multiple clients of mine as well as hundreds of other businesses with their. One of the biggest challenges in any service industry is understanding the platforms.

Chuck Staszkiewicz [00:01:32]:
Right. And Celia, tell us, tell everybody out there who you are, what you do, all that fun stuff. I gave away the good nuggets, but I'm sure you can add to that.

Celia Church [00:01:42]:
Yeah, thanks for having me. I'm super excited to be here. My name's Celia Church. So I got started in the industry in the Salt Lake City area, pretty close to Chuck. I worked at a competitor of his. I did dispatch, inbound, call taking, call center.

Chuck Staszkiewicz [00:01:55]:
I did try to recruit you a few times.

Celia Church [00:01:57]:
That's right. That's right. In the industry. Honestly, just through dispatching and call center management, I suddenly became like the service titan expert at both of the companies I worked at. And so I was kind of this go to person of, you know, how do we build this form, how do we get this report, what's wrong with the system? And just in that time, you know, my time at CEO Warrior doing technology consulting, just learned a lot about home service technology. And so right now that's what I do. It's my full time job. I started a business as a service tit consultant.

Celia Church [00:02:29]:
I help clients to learn their CRM, to train their staff to analyze the data coming out of your CRM and really verifying that it's correct. So it's a big. It's a big time. There's a lot to learn, there's a lot to do, but we love what we do. It's been amazing.

Chuck Staszkiewicz [00:02:45]:
Yeah. And I think, Celia, I think you're not giving yourself full credit there because, you know. Let me speak to that just a little bit more. The reason I tried to recruit Celia was because I was looking for help with my CRM internally in my company. Right. And. And I had heard through the grapevine she was really good at it. You know, those efforts.

Chuck Staszkiewicz [00:03:08]:
We became friends, and then she ended up working for a company that was mentoring me. So I got to utilize her in. In my business in that. That aspect instead of having her as an employee. And that was four or five years ago. You know, I. Since I had to hire somebody internally to manage my CRM.

Celia Church [00:03:33]:
That's right.

Chuck Staszkiewicz [00:03:33]:
I think that that is super important. So, like, you know, the fractional side of it, that wasn't available. Right. There was no. I couldn't call someone and say, hey, can you do this for me? So I had to hire it internally. So I love the fact that you're out there and you're able to help multiple businesses. And I watched you do this through the. The mentorship that I was in, and you were helping over 300, 350 businesses at one point.

Celia Church [00:04:02]:
Yeah, that's. And truthfully, like, it really is a needed service, Whether it's Service Titan, House call pro. It's CRMs. They're complicated, and if you do things wrong in them, your data kind of becomes useless. And it's hard to make decisions as a business owner. Right. If the data's not there. So it's really a huge portion of what we do is auditing, training, and making sure there is integrity in the data we're seeing.

Jennifer Bagley [00:04:29]:
So real quick, everyone needs to write down GI Go. GI Go. You know what that is?

Celia Church [00:04:38]:
I don't think so.

Jennifer Bagley [00:04:41]:
From a technology standpoint, database architecture, it would be garbage in, garbage out, baby.

Celia Church [00:04:46]:
Yeah, that's classic right there, Jen. That's classic.

Chuck Staszkiewicz [00:04:51]:
Yeah. And guys, if you think about this, right, like, we pay a lot of money for these, These. These programs. And I can. I was at fault of this. You know, I had Service Titan in place for five or six years, and I was using 20%. Like, they. They have a scorecard.

Celia Church [00:05:10]:
Yeah.

Chuck Staszkiewicz [00:05:10]:
In Service Titan, they'll tell you I was using 20% of their capabilities. Now, I don't think you'll ever get to 100 because they keep adding and they keep. Keep doing different things. But I think at the end once we started to implement certain things, I think we got up to like 87 or 90%, which was really, really a high score, you know. But that's the thing is like, you know, I, I wanted to simplify it, right. I thought, okay, I'll get this. It has all the reportings, but how do I get it? So it gives me the reporting. It's not like I could just purchase one of these things and it's automatically set up for me.

Chuck Staszkiewicz [00:05:46]:
I still have to go in and do the work. Yeah, which, which is, you know, I wanted your opinion. Like where do you see 99 of the people that you work with? Where are they hung up at?

Celia Church [00:05:59]:
Yeah, I would say honestly the biggest hang up, especially in a CRM like service titan, it's all workflow related. There's a lot of instances in your CRM that a human is, is involved in setting those boxes, putting those drop downs and selecting the right option. And it's just like Jen was saying, if it's garbage in, it's garbage out. So one of the biggest challenges is working with call center staff and technicians both to make sure that the data we're putting in contact information, marketing campaigns, right. All of that has to be done correctly. We have to be building estimates correctly. And it all sounds super simple, right? Like we'll just build an estimate on the job. But Chuck, as I'm sure you've seen, we ask technicians to do a lot of things and they don't always listen to us.

Celia Church [00:06:48]:
So that's the biggest hurdle, right, Is just doing it correct.

Chuck Staszkiewicz [00:06:53]:
Yeah. You know, it's super interesting because I, I started with paper invoices in my own business, right. And it like I don't think there's, I made fun of it before. I still think there's people doing it and you know, eventually it's going into QuickBooks, so it's still going into some sort of a system anyways. But you know, like the, they put me as a view only access to service titan because every time I would go in there I mess something up. And I truly, truly do believe that we over complicate something that could be much simpler once we have the understanding.

Celia Church [00:07:33]:
It's a lot of work, right. Like a lot of workarounds. And we don't want to do it that way. We track our technicians in this way, right. We don't want to put jobs like that or break down our job types. We want to keep it the way we had it in our last CRM and it Just doesn't always work like that. Right?

Chuck Staszkiewicz [00:07:51]:
Yeah.

Jennifer Bagley [00:07:52]:
So Cecilia normally and, and my background is, prior to this was ERP implementation in the retail industry on a global scale. So I implemented SAP multiple times. Normally you would start with a strategic plan, a database architecture, right. Start with the data outside of the system. You wouldn't be just plug and play and dibbling and dabbling in there as you go. If you, if you got to do it from scratch, if you got to start with a clean installation. What's step number one?

Chuck Staszkiewicz [00:08:24]:
Yeah, good question.

Celia Church [00:08:26]:
Step number one for me is you have to understand where your data points from one CRM, what are those match to in the new CRM and what happens if in this one you don't even have those data points? Right. So you have to understand what is considered a job. It's different in housecall Pro than Service Titan, right? In House Call Pro you have a job. Do you have an estimate? And an estimate kind of functions like a job, but it's different. Service time doesn't work that way. So I think one of the biggest things that if you're going to move CRMs, if you're going to switch in any industry, right, you have to know the differences between them so that you can build workflows around the new structure, around the new system.

Jennifer Bagley [00:09:10]:
Yeah, absolutely. And that applies to any database management, you guys, that's called data mapping. And it would start with a big Excel spreadsheet and in that expel spreadsheet on the left hand side you would have what are the database fields here? On the right side it would say what are the new database fields? And then it would have the definition and you would map out. This field goes here, this field goes here. And sometimes those labels change. That's where you're going to get into change management within the organization instead of trying to alter the system to match your current definitions. This is database mapping. This has to be done right and there is going to be a human component of change that's going to be required.

Jennifer Bagley [00:09:52]:
Don't change the methodology within the architecture of the system. Change the definition with your human beings. Otherwise you break the system.

Celia Church [00:10:00]:
Yeah. And you know what, Jen, it's funny that you said that, because when we implemented Service time, when I worked directly in the industry, the owner of my company, he would say this a lot. He would say, I feel like service time is trying to make me drink the Kool Aid. And I just don't know if, if I want to. I don't know if I want to drink the Kool Aid. And really what he's referring to is I feel like we're having to break down processes and rebuild them to fit this new CRM. And I kind of don't want to. Right.

Celia Church [00:10:28]:
Which is super valid. It's totally valid to not want to do it. But if you build workarounds into your CRM, no matter which CRM it is, you're not going to get the right data. You're not.

Jennifer Bagley [00:10:42]:
Yeah. 100 agree. I would say this, this is a. This is when you need to rip off the band aid and get over it. Like, I don't have a better version. Like, if you don't, you're gonna pay for it later.

Celia Church [00:10:54]:
You gotta drink the Kool Aid. You gotta.

Jennifer Bagley [00:10:57]:
You don't have a choice. Technology is. Technology is technology. If they give you the ability to change the label of the system, that's fine. But the function remains the same in the technology suite. So what, what's step two? What's. So all databases mapped. We've got a clean spreadsheet.

Jennifer Bagley [00:11:12]:
We know what's available here. What's available here. We've got a defined description of what it is and the team is going to start referencing that. What's next?

Celia Church [00:11:20]:
Yeah. Well, when we're doing an implementation, what's going to happen next, as you probably know, Jen, is we're going to start transferring some data. And when you transfer data, you're going to get asked by your new CRM to review it. Right. Is your AR correct? Did these things come over properly? Is your customer first name, last name or last name? First name. And they're going to give you some checkpoints where you need to like check in and say, hey, that ar, it's atrocious. That doesn't look right. A lot of companies, and it sounds shocking, but they skip all of that.

Celia Church [00:11:52]:
Oh yeah, I glanced at it. It looked good. Right. And then six months, literally.

Jennifer Bagley [00:11:58]:
It's hurting my soul right now to not do data validation.

Celia Church [00:12:02]:
Yeah. And it's hard because you know what, it's super time consuming. And in a normal home service business, we don't have like me employed there. We don't have somebody that's going to like analyze data and pull it into Excel and so super critical. It's super.

Chuck Staszkiewicz [00:12:19]:
And that's that. You, you nailed it right there with that statement. That's the biggest problem with this.

Celia Church [00:12:24]:
Yep.

Chuck Staszkiewicz [00:12:25]:
Contractors, I don't like this stuff.

Jennifer Bagley [00:12:29]:
Right.

Chuck Staszkiewicz [00:12:29]:
I don't most contractors.

Jennifer Bagley [00:12:32]:
You're probably also not writing QuickBooks.

Celia Church [00:12:35]:
Yeah.

Jennifer Bagley [00:12:35]:
You're probably also not writing Queries in Excel. That's where she is.

Chuck Staszkiewicz [00:12:40]:
I don't know what language you're speaking to me. No, no, seriously, no, if you're.

Jennifer Bagley [00:12:46]:
But this is the point, right? If you're not going to do the data validation or you're not going to hire a consultant, you don't bring Celia in. Don't do that. Don't pull the trigger. Don't move. Stay where you are.

Celia Church [00:12:56]:
Do pay where you are, Learn what you have. Just learn how to use that better.

Jennifer Bagley [00:13:01]:
Don't move, don't move. These are non negotiables.

Celia Church [00:13:05]:
Well, it's really like the home services in general. I love the home services. There's nowhere else I'd rather be. This is my happy place. These are my people. But the reality of home services, you know, when I worked in the industry, I remember I had a comfort advisor and I said, hey man, you just gotta download that as a PDF and then let's just try sending it to the customer manually. If service Titan's not working, download that PDF and just email it over to the client. And he said to me, celia, I don't even know what you're talking about.

Celia Church [00:13:36]:
What is a PDF? I don't know what that means. And it sounds so crazy, but that's the reality is like, yeah, but we.

Chuck Staszkiewicz [00:13:46]:
Can go in and we can fix any tankless water heater, we can go and fix any system because that's what we love to do.

Jennifer Bagley [00:13:52]:
Yes, but, but at some point we decided to say, I am no longer a subject matter expert at this. I'm going to run a business. And now I own the entrepreneur label.

Chuck Staszkiewicz [00:14:07]:
It's critical for you to go to the next level. It's critical for you to not do it. To understand it.

Celia Church [00:14:15]:
Yes.

Chuck Staszkiewicz [00:14:15]:
And understand who to employ or bring on to help you get this in place.

Celia Church [00:14:24]:
Yes.

Chuck Staszkiewicz [00:14:25]:
If you do not, here's what's going to happen. Your data is skewed. And if your data is skewed, you cannot make strategic moves to scale your business.

Celia Church [00:14:37]:
That's right.

Jennifer Bagley [00:14:38]:
Yes.

Chuck Staszkiewicz [00:14:39]:
Hands down.

Jennifer Bagley [00:14:41]:
So number one, non negotiable. Right. Is data mapping.

Celia Church [00:14:45]:
Totally.

Jennifer Bagley [00:14:46]:
Number two, non negotiable data validation. And I assume you can now utilize ChatGPT or AI to be able to analyze the data and get it done a lot faster.

Celia Church [00:14:56]:
Now you can.

Jennifer Bagley [00:14:58]:
What's number three?

Celia Church [00:15:00]:
Number three is training with your team. And I feel like I keep sharing anecdotes, but it's because I've implemented Service Titan so many times, they will tell you right. When you implement service line, they're going to say here are all the different roles in your organization and here's how many hours each one is going to need to spend on training. And I vividly remember when we got that information, the owner of the company said, yeah, we're not going to do that. I can tell you right now that's way too many hours. We are not going to do that. And what happened when we went live, nobody knew how to take payments, nobody knew how to take inbound calls. And it's.

Chuck Staszkiewicz [00:15:39]:
So the training, you're worse off.

Celia Church [00:15:41]:
Yes, you're worse off. Months trying to learn stuff you could have Learned in your 200 hour chunk. Right? Yeah.

Jennifer Bagley [00:15:49]:
Training, non negotiable.

Celia Church [00:15:52]:
Yeah. You don't skip your training. You do it.

Jennifer Bagley [00:15:56]:
Is there a step after that?

Celia Church [00:15:58]:
Oh, step after that, training your team. I don't know that this is really a step, but you have to have a grace period and you need to make sure you have some flexibility. And for me that looks like telling technicians and telling my call center, this might not work well for a little while. You might not be able to do certain things that you could do in your last CRM. We might not have a report for that right now. So you have to make sure you understand it might be broken. As long as we can do the bulk of what needs to be done throughout the day, we'll find solutions as we get comfortable in the CRM. But you can't say this was a huge mistake.

Celia Church [00:16:44]:
You know, let's just put it all back in house Call Pro or whatever that looks like. You have to give yourselves time to learn the software, figure out the kinks and implement solutions to the software.

Jennifer Bagley [00:16:57]:
This is no different than implementing SAP for a retailer. The only difference is is our grace period was two and a half years behind the one and a half year implementation strategy.

Celia Church [00:17:09]:
Yes. Yeah. You have to be ready to get bad data too during the import. Good luck. Right. You can't map every field. It might not exist in one versus the other. So you have to accept that for a year to two when you have that overlap period.

Celia Church [00:17:27]:
We were running jobs here, but we were also running jobs here. There's going to be stuff messed up and you don't have to fix that right now. We can fix it over time for sure.

Chuck Staszkiewicz [00:17:38]:
Yeah. The first year is critical.

Celia Church [00:17:42]:
Yeah.

Jennifer Bagley [00:17:42]:
I would also throw out that this can become a compounding issue if you have done this more than once. So if you did not follow these four or five critical steps the first time in your first CRM and then you're Going through a migration now you're compounding the issue. So you're going to need more time for data validation, more time for business process mapping and field mapping, more time for training. And you're going to need more grace time. You're going to double that because you're taking compounding issues and tacking them on together. When you're doing CRM migrations multiple times with bad practices longer. It is what it is.

Chuck Staszkiewicz [00:18:25]:
But once you get it right, once you implement. We considered that dirty data. Right. Once you first launch it, it's dirty data. Then you need that year to get your clean data data in place. Same thing that we do with a budget, same thing we do with QuickBooks, all that stuff. Right. I'm going to add a step.

Chuck Staszkiewicz [00:18:46]:
You know, I think this one is super important, at least it was for us. And it's how you implement it into your onboarding process.

Celia Church [00:18:56]:
Yes.

Chuck Staszkiewicz [00:18:57]:
Because when you roll out this program. Okay. You got the first five steps going Right now you bring on new employees and you have to train them on the process.

Celia Church [00:19:09]:
Yeah.

Chuck Staszkiewicz [00:19:10]:
So I think having this integrated into your onboarding process and if you don't have an onboarding process, maybe it's just a service titan or CRM class that you have.

Jennifer Bagley [00:19:20]:
Yeah.

Chuck Staszkiewicz [00:19:21]:
Going along with their, their training, their ride along, whatever it is to. That you do to bring new employees into it.

Celia Church [00:19:28]:
Yes, absolutely.

Chuck Staszkiewicz [00:19:29]:
I think that one's, that one's crucial because look, you want to set your employees up for success. Right. And like the experience with the guy that had no idea what the PDF, there's technicians that are going to come to your company that have never experienced doing it the way that you do it before. And if you don't train them the right way, you're just asking for frustration.

Celia Church [00:19:49]:
Yep. Absolutely critical.

Chuck Staszkiewicz [00:19:53]:
Awesome. Celia. What, what do you feel? I'm going to switch gears just a little bit.

Celia Church [00:19:58]:
Yeah.

Chuck Staszkiewicz [00:19:58]:
What do you feel is exciting you right now with AI and different things that, that different technology that people can put into their service based businesses now?

Celia Church [00:20:10]:
Yeah. I think that for me AI is how can I solve a challenge. Something that I've wasted my time on. Right. That I just don't need to waste my time on anymore. There's a lot of things being built right now. Things to automatically summarize the inbound call and put it in the summary notes. Right.

Celia Church [00:20:29]:
Things to. Even if it's not an AI agent that the client is talking to, it's a person, but a summary is being put into the notes for the technician. You don't have to waste your time listening to a call recording, if you have something doing that and you don't even have to push a button. Those types of things, like what are challenges in our businesses that we are spending manpower to solve, that we could implement technology, automation or AI to resolve. Right. You know, things like we're working on building a tool to classify your inbound calls properly. Right. Abandoned calls, those types of things.

Celia Church [00:21:07]:
If we can crack that code, no one has to clean up abandoned calls. That's a huge time for people.

Chuck Staszkiewicz [00:21:14]:
I feel, I feel like that two years ago would have been awesome for me, you know, but yeah, I, I love the direction that it's going. I saw somebody the other day that was like, hey, join my master class to learn how to build out six options using AI.

Celia Church [00:21:33]:
Yeah, that's coming. That's right.

Chuck Staszkiewicz [00:21:36]:
And do you feel that that's going to be something that can be implemented into any, any CRM, any system?

Celia Church [00:21:44]:
Absolutely. I think it's already happening. Right? It's already happening even if we're not aware of it right now. I feel like with CRMs and the software space and home service in general, like we said, there are some companies that are still on paper and pencil, but the bulk of home service businesses over a certain size are using some kind of CRM, even if it's a Google Calendar. Right. And we're building invoices in quickbook. Think in software in general. There are only so many directions left to go, so many features left to add.

Celia Church [00:22:20]:
And I think AI is the biggest. Right? It's the biggest one. It's what can we automate, what can we make happen without human manpower? So a lot is coming. A lot is coming.

Jennifer Bagley [00:22:33]:
I definitely think it's going to be two routes. It's going to be. You're going to have multiple routes, but the two biggest ones are going to be the legacy technology that already exists, that was not built when AI exists. And integrating AI into an existing platform can give you a boost. And there is going to be a new group of technology providers who are building with AI as their backbone, their framework, and that will be something no one has ever seen in traditional legacy business. You build, excuse me, you build software that humans have to manage.

Celia Church [00:23:16]:
Yeah.

Jennifer Bagley [00:23:17]:
When AI is the framework that the technology is built on, the infrastructure, the portal, the data pipelines, everything is so different. It's designed to not need humans to manage it. It's designed differently so that the AI performs the next function. It tells you what needs to, to be done next. Right. And I mean, that has not launched in the home services industry. We just launched it for our agency. We've been working on it for two years and it's night and day difference.

Jennifer Bagley [00:23:49]:
Yep, it's, it's a total mind cluster though because now you have technology that actually does the work for you. You don't have to hire more people to get it done. It's actually reducing your need for human labor to be able to get it done, which is different. Data should give you advice.

Celia Church [00:24:06]:
Yes, it should be. Case in point, right? When certain jobs are finished in your CRM, what if tasks were creating themselves automatically? The system knows that when that type of job gets done and that note says that thing or there's this type of picture on it, then this person over here is going to need to do this. Right. If that was happening we'd be so much more efficient and I really think that's what's, that's what's being built. Those types of systems for sure.

Chuck Staszkiewicz [00:24:35]:
In your experience, can you build those things within these platforms now?

Celia Church [00:24:40]:
Yeah, totally.

Jennifer Bagley [00:24:41]:
You band aid them a little bit. Not necessarily AI driven, but you can leverage automations, right? I mean you can zaps, you can band aid everything together now.

Celia Church [00:24:52]:
Yes, you can, you can. And I think honestly, like, who knows how long we have until really AI does the types of things we're talking about here. In the meantime, if it saves you money and it takes you four hours to set it up, four hours over the course of multiple years of your business until AI solves this problem for us, you should do that. Right? That's an easy equation for sure.

Chuck Staszkiewicz [00:25:17]:
Yeah. And you know, I want to go back to my experience a little bit about having using Service Titan at 20% capacity or CRM or whatever platform. Right. And versus using it at a higher capacity. Like it allowed me to make better decisions for sure. I had much more clean data and I was allowed to do, you know, different things in my business that I couldn't always see the effects until it was too late. Right. You know, so talk to me a little bit about like the reporting side of things.

Chuck Staszkiewicz [00:25:51]:
Like where do you see, you know, people that you work with missing the most on the reporting side?

Celia Church [00:25:58]:
Yeah, yeah. I think for us it's again, it's about the human error and a lot of times it's a lack of training. You know, the classic thorn in our sides is abandoned calls. But if we have abandoned calls, the system doesn't know if we booked a job or not. And if you have abandoned calls, I can tell you right now your Call booking rate means nothing. It doesn't mean anything. All of those jobs that are sitting there and abandoned, those could be booked jobs, those could be missed opportunities. And it's like that in all the different formats.

Celia Church [00:26:32]:
If we aren't building estimates properly, then your close rate doesn't work. Right. Your close rate depends on you selling estimates. But if you aren't making estimates, you don't have a close rate. There's just a lot of data in there that. It's a lot of clicks, it's a lot of steps. It might be adding steps from your previous software, but that's how it's generating those reports. So the steps, the clicks, you have to do them or you don't use those data.

Chuck Staszkiewicz [00:27:04]:
Yeah, I'm smiling because I'm thinking back of, of these scenarios, right? And I can tell you this, I had, and I'm sure you've seen this elsewhere, Jen, you're gonna probably laugh at this too. I. My technicians, CSRs, and people, they figured out how to fix their scores, right? Because we were holding them accountable with KPIs and scorecards, but they figured out how to manipulate the system to make their scores look better until we put in place a way to track that stuff, you know, so, so like, again, that's why I brought up that reporting aspect. And you nailed it with the human error, right? You got to know, number one is you got to train your people to do it right, and then you got to check to make sure that they're doing it correctly and not improving their score. Because if we're expecting our service tax to close at a 70% rate or better with a X amount average ticket and all the things, the minimum standards that we're holding them to, and they know if they don't click done or convert or whatever, and it's going to help their score. So that is super important to understand. Again, all the things that I'm talking about right here are reports in CRMs.

Jennifer Bagley [00:28:26]:
Yes.

Chuck Staszkiewicz [00:28:26]:
I don't know how to set that up. I don't understand all that stuff. But as an owner, it's crucial that you understand how it works, understand the work around so you can hold your employees accountable to it.

Celia Church [00:28:43]:
Yeah, that's. Honestly, Chuck, like, so much of our time is spent helping our clients to build like, inspection reports, right? Like you might be doing this, but we should probably build a report to check if you are booking callbacks properly and it comes out right, because we'll say, well, let's talk about this. And they say, we don't have that many callbacks. And I say, oh, sure, you look at that. Yes. And then we have 900 $0 tickets in the last 12 months and 80% of them are callbacks. Right. But we weren't booking them properly.

Celia Church [00:29:24]:
So things like that. Right. We don't have that problem. Are you sure?

Jennifer Bagley [00:29:27]:
I would love to have you on every single account management call we have. My gosh.

Celia Church [00:29:34]:
Yeah.

Chuck Staszkiewicz [00:29:35]:
Because there's so many places for these things to hide.

Celia Church [00:29:40]:
Yes.

Chuck Staszkiewicz [00:29:40]:
If you don't understand it.

Celia Church [00:29:43]:
Yeah.

Chuck Staszkiewicz [00:29:43]:
You have to understand it. Like, it's so.

Celia Church [00:29:47]:
I can't stress it enough. Yes, it does, doesn't it?

Jennifer Bagley [00:29:51]:
Check. This completely starts with the owner's mindset. We hear it on calls all day long. These superficial belief statements they've said so many times that are not real.

Celia Church [00:30:04]:
Right.

Jennifer Bagley [00:30:04]:
And at some point you have to care about the truth. And I mean the real truth. The truth, like gravity, big tall building. I jump, I fall, I break legs. Like. Yep, there's a difference. That's real true. Yeah.

Jennifer Bagley [00:30:20]:
If you don't get into the data, if you don't care, if, if you're just trying to blow through it. I mean, we, we live in this because we're the end of the pipeline, right?

Celia Church [00:30:28]:
Yeah.

Jennifer Bagley [00:30:30]:
Are the. When we have somebody call and say, I'm not getting any calls, like, we're literally paying extra money to make sure we record all the calls. We transcribe all the calls on our end. Because you're not recording it on your end.

Celia Church [00:30:44]:
That's right.

Jennifer Bagley [00:30:45]:
That truth matters, right? No, I. Every. Every company we work with needs you.

Chuck Staszkiewicz [00:30:51]:
I would say that 100%. And Celia, let me ask you this, like on a low end, what do you. What is an average that you spend? Like, okay, let's say. Let's say I'm a 50%. I got this 50% figured out. What would you say you would spend with a client in that realm? Honestly, I don't know where Jen went, but she'll be back.

Celia Church [00:31:16]:
Truly, we're in the realm of probably 20 to 30 hours a month helping one individual client in their account to identify issues, train their team on proper workflows, validate their data, and help with cleanup with the data being incorrect. You know, so it's huge. And as you know, like, your CRM is sending a lot of this data to your accounting software. And honestly, this is one of the biggest pain points. How many messages, emails, calls I get? QuickBooks doesn't match service Diane. QuickBooks doesn't match Housecall Pro. And I don't know why? We've spent. Spent hours trying to figure it out and I don't know why.

Celia Church [00:32:02]:
I can tell you why. Right. I have all kinds of reasons for why those things don't match. But it. You have to know what to look for to figure that out for sure.

Chuck Staszkiewicz [00:32:11]:
Okay, so someone running about 50 capacity on, on any platform that they're using, you. You thinks it's about 20, 30 hours a week. Is it better, is it better for you to come in while someone's implementing the system or after they've implemented and got to that 50% or.

Jennifer Bagley [00:32:32]:
Or before they decide to pull the trigger?

Celia Church [00:32:36]:
Yeah, great question. Truthfully, when we're talking a program like service titan, I would love to come in even just during the implementation process. We can be halfway through implementation, but we would love to have some oversight because what you are being told, your business units should be your job types that is going to play a role all the way down the line to accounting. Right. So it's super important that you know, somebody with this knowledge can help to guide you on. Don't listen to what these people are telling you to do because your P. L, it's not going to look right if you do it that way. You need to do it this way.

Celia Church [00:33:18]:
And so truthfully, before we decide on our CRM would be great. But when we're ready and we've signed and we're in contract, a consultant can help make or break that system.

Chuck Staszkiewicz [00:33:30]:
Yeah, I agree. And I just sent you a guy who was literally transferring over from one to another.

Celia Church [00:33:40]:
Yeah.

Chuck Staszkiewicz [00:33:41]:
And he's had an amazing experience. And I'm like, wow, you accomplished that much already? So that's why I asked that question. Go ahead, Jen.

Jennifer Bagley [00:33:48]:
Quick, quick question. So what I hear a lot, and this is not my realm, but what I hear a lot is people who are already in the platform, they've been in it for years and they're still struggling with the fact that they don't know if they're priced right, they don't know if their costing's right, they don't know if their margins are right. So is there a, is there, is that something that you do and is there a step that should be done before you do a migration that's more of a financial assessment and business planning assessment prior to making a CRM? I would assume that.

Chuck Staszkiewicz [00:34:19]:
Take your client. Let me take that one real quick, Celia. This particular client, Jen, we are going through with them with a budget. At the same time they are rolling out this new program that they're going into.

Celia Church [00:34:33]:
Yep.

Jennifer Bagley [00:34:33]:
Okay, okay.

Chuck Staszkiewicz [00:34:34]:
And alongside of it, it's helping him understand he's not priced correctly. His overhead's way more than what he was. So alongside, like, if you're not doing a budget and you're trying to fix your business with a CRM, it's only going to get you so far.

Celia Church [00:34:51]:
Correct.

Chuck Staszkiewicz [00:34:52]:
The combination of the two, you go lightning fast. Like, if you have anyone that's doing your QuickBooks or your accounting in your business needs to be heavily involved in the process of integrating any of these platforms because that needs to communicate correctly what Celia was just saying about your P. Ls and everything matching up. If that. If they are not involved, it can get messy.

Jennifer Bagley [00:35:23]:
Okay. So we need to reverse. Right. So we need to go back because we started with the step one that was data mapping. There's a predecessor to this, right. To running a business, which is understanding your cost to run the business, understanding your margins, understanding your financials, understanding your pricing. Shouldn't that fall way, way in advance? Because at the end of the road, if those things are wrong, your CRM is wrong. And you think the solution is increased marketing.

Celia Church [00:35:53]:
Yeah, that's right.

Jennifer Bagley [00:35:54]:
You're losing money today. And we go through marketing at it and we drive more leads and opportunities to a system that's broke, a pricing model and a budgeting model that's broken. We're helping you drive your business directly into the ground.

Celia Church [00:36:07]:
Totally, totally.

Chuck Staszkiewicz [00:36:09]:
I think they will get there faster if they do the budget and figuring out what the true cost is to operate. But let's face it, most people don't do that. They just go out and buy the shiny new object.

Celia Church [00:36:20]:
They do.

Jennifer Bagley [00:36:21]:
Yeah. I love it.

Celia Church [00:36:24]:
Scary.

Jennifer Bagley [00:36:25]:
I would like to have a incubation system where when we decide we want to go into business, there is some financial business acumen that's done first, some budgeting that's done next, some price. Right. And then we start talking about CRM and then we start talking about training, and then we start talking about, let's go to business. Ideally, if. If the industry wasn't underfunded right out of the gate, that would be ideal.

Chuck Staszkiewicz [00:36:49]:
The number one question we ask when we're bring. When we're talking about working with a new client is do you have a budget? Do you understand what your numbers are?

Celia Church [00:36:59]:
Yeah.

Chuck Staszkiewicz [00:36:59]:
If they don't, that's the first place we start. We have to. We can't make any decisions strategically with what you're doing. If you don't understand your numbers, I. And literally. Yeah, literally, we'll tell them, look, We'll. We'll guess right alongside you. We're pretty good at.

Chuck Staszkiewicz [00:37:20]:
But like anything we do, without that budget, we don't know for sure what it's going to affect.

Jennifer Bagley [00:37:27]:
Every single client that says, tell me how much I should spend on marketing, which plan should I choose? I'm like, no way I'm going to make that decision. I have zero access to your financials. I have no clue what your margins are. I am not going to make a recommendation. You have to be accountable for making this your choice, your decision. Give me full access to your financials and we can start talking. But I don't think any marketing company should be saying, here's how much you should spend. This is.

Jennifer Bagley [00:37:50]:
I have no clue. I'm not going to do that. I refuse every. Because they know, they don't like it when I say, here are the options. Now you take that back with your data and you go make a decision. There's no way I'm going to give a recommendation.

Celia Church [00:38:02]:
Well, it's hard. Like, we will help clients with their price book. We're not going to build a price book. I'm not an H VAC technician, and I don't know if I really want to build a price book.

Chuck Staszkiewicz [00:38:12]:
I don't want to build a price book.

Celia Church [00:38:14]:
We will provide some insight on a price book for sure. And in that process, we might turn on some flat rate pricing. And flat rate pricing needs an hourly rate and material markup. That's how you get flat rate. Right. And when we are consulting, we will be asked, what should I put in for my hourly rate? And I say, well, I sure don't know that. I mean, do you not. Do you not know that? And a lot of times, unfortunately, without the right tools and without mentors and things like that, you just don't know what you don't know.

Celia Church [00:38:46]:
And that's where, you know, help. That's. That's what we're all here for. That's what we're here for.

Chuck Staszkiewicz [00:38:51]:
My wife.

Jennifer Bagley [00:38:52]:
This came up in our last podcast. Mike, who is that with Disney?

Chuck Staszkiewicz [00:38:57]:
Yes.

Jennifer Bagley [00:38:58]:
Was that the war room discussion?

Chuck Staszkiewicz [00:39:00]:
I think it was. I think it might have been.

Jennifer Bagley [00:39:02]:
It was. It was. So this is like, if this was easy, you could go to a trade show, listen to someone yap on stage, and get all excited and go back and start your business. It's not. Which requires these, you know, a significant level of professionalism and experience in a specific area. And not one of us have all of it right. You can't sit down with me and Go through everything regarding operations and building your budgets. I.

Jennifer Bagley [00:39:32]:
I can't help you with Service Titan. Good lord. We try. Because every marketing pro account we get into looks like a complete shit show. Excuse my French. Like, unfortunately, like in the trades building, this business is going to require a team of professionals that has the skills of your personal team of professionals. If I look at my personal team of professionals, my doctor matters, my lawyer matters, my CPA matters. Right.

Jennifer Bagley [00:39:59]:
My. My financial expert matters, these are my personal mentors that my life and my health matters. And the same thing has to happen in your business is you've got to find. Not smoke and mirrors. No. You can't have inexperienced people who just started their company. You've got to find a team like this. I mean, you got a pretty good crew sitting on this, this call here.

Jennifer Bagley [00:40:25]:
I'm just saying, right? We all, the three of us can tackle a lot. But, you know, I would sit back as a business owner and say, where is my crew of mentors that are subject matter experts in each of these critical functions, who were my advisors and not look at a trade show or Facebook for that first.

Chuck Staszkiewicz [00:40:45]:
Yeah. And I see a lot of people that go to the trade shows, the Facebook groups, all these things that are probably doing things 10 times harder than it would be just to go and hire the professional.

Celia Church [00:41:00]:
Yes.

Chuck Staszkiewicz [00:41:01]:
I love, I love Celia. I don't know if you've ever listened to the podcast, but I talk about this all the time. I love the idea of fractional.

Celia Church [00:41:10]:
Oh, absolutely.

Chuck Staszkiewicz [00:41:12]:
Oh, my gosh.

Celia Church [00:41:13]:
Absolutely.

Chuck Staszkiewicz [00:41:14]:
I look back at all the expenses that I had and I'm like, I had to hire this person internally and this person internally and this person internally and this person internally. And I look at my back end payroll and I'm like, holy cow.

Celia Church [00:41:27]:
Yeah.

Chuck Staszkiewicz [00:41:27]:
The idea of fractional and the right fractional. Yeah, you have to have the right person. Look, the idea of fractional stuff is so amazing. And look like it's been proven out. The model works.

Celia Church [00:41:44]:
Yeah, right.

Chuck Staszkiewicz [00:41:44]:
Because there's tons of companies out there. I mean, like, not to go on a tangent, but look at what Apple. Was it Apple? No, it was Meta. Meta just hired a guy because he was like, way more experienced. What did he offer that guy? It's like $1.4 million a year. No, it was more than that.

Jennifer Bagley [00:42:09]:
Yeah, it was number.

Chuck Staszkiewicz [00:42:11]:
To bring in this CEO to do something that they've never done before. Why don't most people treat it. Break it down even further. Look at the Yankees. Why are the Yankees the best? Because they recruit the Best talent on the market.

Celia Church [00:42:31]:
Yep.

Chuck Staszkiewicz [00:42:32]:
Right. So if you break it down that simply, if you, if the Yankees could go and, and build it fractionally, each game, they could go and take the best players from all over and bring them into their organization for that one game. Would they ever lose?

Celia Church [00:42:50]:
Yeah.

Jennifer Bagley [00:42:51]:
I have a client right now, Mike. He owns a company, Veterans Heating and Air Conditioning. Brand new startup company. He's. This isn't his first rodeo. Second time, he's already sold the companies back in. This guy did it so perfect. He started by building that team of fractional experts.

Jennifer Bagley [00:43:09]:
Experts. He identified every critical area in the business, hired each one of those fractional team members, got his branding, his mission, his vision, everything in place. Create. Brought us all together. Every meeting we're on a call with each one of those subject matter experts. So we're all working in tandem and that, that ideally, ideally, at some point, if you were underfunded to begin with and you are trying to fix what's broken, at some point you gotta pause and you gotta go back and bring in your team of fractional experts. That's what hiring a marketing agency is. It's a team of fractional experts.

Jennifer Bagley [00:43:50]:
You're only. You might have 20 people doing work for you, but you're only using 10% of their time. If you brought in one marketing person, trust me, they're gonna be a generalist and they're not gonna be a coder, a developer, an AI engineer, an analytics person, a content person, social media person, an email market. Right. You cannot hire that. Moms don't give birth to human beings that are full experts at all of these different things. You need pieces. We haven't figured it out yet.

Chuck Staszkiewicz [00:44:18]:
I had three people in my marketing department and they were making, between the three of them, they were making north of $200,000 a year.

Celia Church [00:44:26]:
Yep.

Chuck Staszkiewicz [00:44:27]:
And you know what? That was on top of having the digital marketing company, they were in charge of Facebook events, home shows, community events.

Jennifer Bagley [00:44:38]:
Which is what they should do.

Chuck Staszkiewicz [00:44:40]:
Yeah, the things they. What things that couldn't outsource. Exactly.

Celia Church [00:44:45]:
Well, and the thing is, we get told this a lot. You know, you see it on the different Facebook pages, like, am I really supposed to hire a full time service titan person? I'm supposed to have a salaried position for service time. And it's like, no, not really. That's. That's what we are here for. That's what we are here to consult on. You don't have to pay us a salary. Right.

Celia Church [00:45:08]:
It's a small marginal fee. So that we can be an ally right in your corner to help you solve these problems and keep your data accurate because it's your business in there, your whole business. Right.

Jennifer Bagley [00:45:21]:
Yeah. And you're not going to get lazy because you're trying to keep the client. Right. An internal. There's a big difference between an internal employee and working with a consultant or a team externally that is working to earn your business and keep your business every single month.

Celia Church [00:45:37]:
Yes.

Jennifer Bagley [00:45:38]:
Big difference. Along with all of the other tax benefits and everything else.

Chuck Staszkiewicz [00:45:43]:
Fractional are your employees. They work for you.

Celia Church [00:45:47]:
Yep.

Chuck Staszkiewicz [00:45:48]:
But here's the thing with fractional, they are still a business owner and they have a owner's mindset.

Celia Church [00:45:55]:
Yes.

Chuck Staszkiewicz [00:45:55]:
You will get exceptional service. What you would get from a full time employee doing what a fractional person does is not a kaleidoscope.

Jennifer Bagley [00:46:08]:
Yes. And you're getting a kaleidoscope view. So if you. Or binoculars. Right. If you take and put on kaleidoscope, you can only see within your own window when you hire an expert. Celia's already been through this. She's got 30 other clients.

Jennifer Bagley [00:46:22]:
So when you say that's different for me. No, it's not. She's seen it. She's heard 80 people say the exact same thing. She's already been through that. Right. So that's another benefit of fractional versus a very narrow view employee that is only measuring what they're doing against themselves, against you. That quite frankly probably isn't going to stand up to you as a business owner.

Jennifer Bagley [00:46:44]:
When you say we need to do it like this, where somebody, Cecilia, is going to say, no, we don't.

Celia Church [00:46:48]:
That's right.

Jennifer Bagley [00:46:49]:
I've been there every day.

Chuck Staszkiewicz [00:46:52]:
And look, here's another piece that I see a lot of my clients as well as other business owners out there is you've got to figure out the ROI aspect of it.

Celia Church [00:47:04]:
Yeah.

Chuck Staszkiewicz [00:47:05]:
You can hire, put in anything, all these things. Even employees like you have to figure out an ROI with your employees. You do have to figure out an ROI with your fractional teams. You have to figure out an ROI with any tools that you may be using. Right. Everything is about an hour marketing.

Jennifer Bagley [00:47:23]:
But the biggest, the biggest thing that's not calculated in ROI is the cost of doing it wrong or the cost of not doing it at all. When you're calculating roi, you got to get out of your own way because the cost of not making decisions and the cost of doing it wrong will focus far exceed the cost of doing it right the first time.

Celia Church [00:47:44]:
Sure will.

Chuck Staszkiewicz [00:47:45]:
I can tell you, I can tell you this again because we're talking about CRMs and platforms and all that stuff today. The five years that I was in doing it the way I should have been doing it cost me hundreds of thousands of dollars.

Celia Church [00:48:01]:
Yes, Hundreds.

Chuck Staszkiewicz [00:48:02]:
If I would have just at the time, there wasn't anybody. But if I would have just set it up correctly from the beginning, it would have made the biggest difference for me. Now I get it. Look, a lot of people out there listening right now. They may be too far into it. They may be like, well, I've already been in this for a while. Stop and evaluate. Stop right now and evaluate what you're doing.

Chuck Staszkiewicz [00:48:29]:
If it's working or not working. If it's not working, start asking some different questions. Questions.

Celia Church [00:48:34]:
Yep.

Chuck Staszkiewicz [00:48:34]:
And go back and look at it.

Jennifer Bagley [00:48:37]:
Hire the best.

Chuck Staszkiewicz [00:48:38]:
Turn this around.

Jennifer Bagley [00:48:39]:
No, no, but hire the best. I'll give you the. It's simplest example. The client that I just spoke to him, he said, I've met with you guys at least 10 times over the last decade and I never pulled the trigger. But I have worked with 10 other marketing agencies since then and I haven't made any progress. His cost for doing it wrong for 10 years, hard cost was over 15 times what it would have been to start the right way. And that doesn't include the missed opportunity value over 10 years of bad decisions.

Chuck Staszkiewicz [00:49:18]:
Yeah, I liked what.

Jennifer Bagley [00:49:19]:
Welcome to where we all get all. Welcome to the podcast where we get highly frustrated and a little over excessive. My kids would be like, y' all are being extra.

Chuck Staszkiewicz [00:49:31]:
I'm gonna wrap it up with this. I loved what Celia said before. Before we got on the podcast, we were talking kind of what direction we were going to go in and she said, you know, all these technology tools, platforms and all that, that's that Mercedes Benz or Rolls Royce sitting in your driveway and you're over here driving the 1990s Civic.

Celia Church [00:49:51]:
That's right.

Chuck Staszkiewicz [00:49:52]:
Because you don't know how to use the Rolls Royce or the Mercedes.

Jennifer Bagley [00:49:55]:
Yeah. Forgot the engine.

Chuck Staszkiewicz [00:49:58]:
Yeah. That's the best. That's the best way I could break it down.

Celia Church [00:50:02]:
Yeah. That's all there is to it.

Jennifer Bagley [00:50:04]:
I would agree. I want to see somebody try and try and drive a misconfigured, not wired, not properly connected Rolls Royce, baby.

Celia Church [00:50:14]:
That's right.

Jennifer Bagley [00:50:14]:
Let me see you drive it.

Chuck Staszkiewicz [00:50:15]:
But you have the best customers.

Jennifer Bagley [00:50:18]:
Yeah, but you're gonna be pushing it down the street.

Celia Church [00:50:22]:
That's right.

Jennifer Bagley [00:50:24]:
Oh, my gosh, you're amazing. I'm so happy to meet you, Chuck. Another amazing guest. This is your invite And I am so happy to have you in our network and to make you available to our clients.

Celia Church [00:50:35]:
Yes.

Chuck Staszkiewicz [00:50:35]:
Yeah. See, they can watch this. Share your website so everybody can see it real quick. How do people get in touch with you?

Celia Church [00:50:41]:
That's right. We're going to be at smart service.

Chuck Staszkiewicz [00:50:46]:
Bingo.

Jennifer Bagley [00:50:47]:
Let's go.

Chuck Staszkiewicz [00:50:48]:
Any, like follow you on Facebook? Any other ways that people can get in touch with you?

Celia Church [00:50:53]:
Yeah, add me as a friend on Facebook. Go and find me. I've got a lot of friends on there. We will go message us. Right. You can book right on my calendar. So we'd love to connect. We'd love to.

Chuck Staszkiewicz [00:51:04]:
Do you offer just free consultations? Like somebody just wants to talk to you.

Celia Church [00:51:09]:
That's right. We sure do. Book a discovery call. We've got lots of options. Monthly, case by case. We can make it work.

Chuck Staszkiewicz [00:51:16]:
Awesome. And I love seeing you around. I will continue to support you myself. I know Jen is already thinking that.

Jennifer Bagley [00:51:24]:
I've already got it.

Chuck Staszkiewicz [00:51:26]:
Yeah.

Jennifer Bagley [00:51:26]:
Yes. I need to go on with my account managers. Get you trained. Training our account managers so that they can help introduce clients. Who needs help with Marketing Pro.

Celia Church [00:51:36]:
That's right. Bring them over, Bring them over.

Chuck Staszkiewicz [00:51:38]:
Thanks, Celia.

Celia Church [00:51:39]:
Thank you.

Jennifer Bagley [00:51:39]:
Thank you everybody. Thanks for watching you guys. If you love the podcast, do let us know. Please click that like button. Click Share. Share it with friend. If you want to hear something specific or have comments or questions, definitely reach out to any of us that are on the podcast. We appreciate you guys being fans and followers and thank you so much.

Jennifer Bagley [00:51:56]:
Cecilia, you're amazing.

Celia Church [00:51:57]:
Thank you.

Jennifer Bagley [00:51:58]:
Peace out.

Celia Church [00:51:59]:
See ya.