Wheel Chat - Your Go-To Mobility Podcast

Wheel Chat: Episode 4 – When Things Go Wrong: Lessons, Laughs, and Learning Moments

• Wheel Chat • Season 1 • Episode 4

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In this candid and hilarious episode of Wheel Chat, Justin and Anthony open up about the mishaps and learning curves they've encountered while working in the world of mobility. From early scripting mistakes to awkward trials and some unexpectedly messy situations, this episode is packed with real-life stories that every mobility professional—and wheelchair user—can relate to.

Topics include:

  • The importance of asking the right questions during assessments.
  • What to do when a chair doesn’t fit in a car (oops!).
  • Overcoming embarrassing moments while maintaining professionalism.
  • Why honesty and going above and beyond can save the day.

Plus, the duo introduces “Poo’s Day Stories”—a light hearted segment for sharing funny and humanising moments from the field.

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Disclaimer: The views and opinions expressed in this podcast are solely those of Anthony and Justin.

Anthony: Hi everyone and welcome back. We're on episode four of Wheel Chat! There you go. Thanks for joining us again. Today we thought we would chat about things that go wrong. So, yeah, listen, everything that we do, everything that we try and do is going to be the best, but it doesn't always work out.

Justin: No, especially when you're new and you're just trying to work things out. 

Anthony: I remember some of the stories from when I was new. 

Justin: You would have done it, because you were on your own. You're starting your own business. 

Anthony: Look, with the best of intentions, and you think you know what you're doing and you do at that moment and you know, you get it wrong sometimes.

Anthony: And God, I remember there was just things like, I mean, even just off the top of my head, I've been thinking like there was a lady in Wales. I once supplied a wheelchair to her and it was like an old Jazzy 3. 

Justin: Keep in mind, just for anyone that doesn't know, what's a Jazzy 3? 

Anthony: Jazzy 3? 

Justin: A non tilt captain seat.

Anthony: Non tilt captain seat, very basic, entry level power chair. This lady had a fused knee and she loved the chair. And thankfully there was no, now thinking back, but really would I ever put her in that chair now? No, she needed elevating leg rest.

Anthony: She seemed somehow, kind of managed on like a central foot plate, like at the end of the foot plate, hanging her foot, on the end of it, which she seemed perfectly happy with. I just think it makes me cringe now. I mean, it makes me cringe. I mean, these are the things I must've only been working for a year in the business.

Anthony: Yeah. Oh my gosh. I mean, so, you know, I'm, I'm holding my hands up. Like I, I literally, knew, six months later, I thought, 'oh gosh'. And I did actually hand on heart, I'm not just saying this. I did call her back up and just say, how's things? Are you okay? "Yes, son. Yeah. I'm fine. I'm fine". I'm like, Oh my gosh.

Anthony: Uh, but look, you know, we all make it. So, for things like that, 

Justin: I think for everyone listening, it is, common that because there's not a very, it's often not a super structured way of doing chairs. I mean, some countries are different.

Justin: Maybe they have like, I think in New Zealand, they're pretty strict on like, you need to be levels before you can prescribe certain bits of equipment. But even as much, with as much tailoring and structure as possible, you're still gonna have chairs where you're like... You should be looking back and thinking that was a terrible script.

Anthony: Yeah.

Justin: And not even terrible, which is not even as optimal as what it could be.

Anthony: Come on, man. I reckon you've like, I mean I'll tell you something, right? I remember... so this was a bit of a disaster and these are the things you learn on the job, so gone to this client, I think it was in London. I've gone down, lovely day, lovely family. Lady was probably around about 65. She had I think just arthritic pain.

Anthony: So it wasn't anything posturally that was that challenging on the assessment and I think we ended up going for maybe like an Invacare TDX or something. 

Justin: Yeah, mid wheel drive power chair. 

Anthony: Mid wheel drive powerchair, seat lift, seat tilt, the full works probably, you know retail value let's say around about £13-14000. 

Justin: Yeah.

Anthony: Which is what we're working out is about maybe 20. 

Justin: Yeah. Yeah. 

Anthony: So nice. Gone, you know, done the assessment, spent three hours with the client as we always like to, you know, spend. Checked it in and every room, everything. Perfect. Boxes ticked, prescription form filled out. OT happy. I'm happy. All good. Roll forward, five weeks later, we go back to do the handover. Sit her in it. Oh, it's wonderful. Great. Yeah. Brilliant. Oh, I'm like, this is it that, you know, you know, happy. On the way out. I'll never forget. She goes, "oh, let me just try it in my car". I said, "oh my God, you never mentioned a car. You never mentioned a car". And I looked at the OT and the OT looked at me and we went, cause I knew in my heart straight away, as soon as I saw the car, I thought, oh my God, with the seat lift on.

Anthony: Because if you, I don't know if you, you know, the guys are aware when you add that type of electrical feature, you're raising the seat to floor height. 

Justin: What, about an inch or something? 

Anthony: Yeah, but she was quite a tall lady, so she had a high back. 

Justin: Yeah. 

Anthony: And I was like, uh, and I'm just like praying that like, you know, sure enough gets in the ramp, going up the ramp and head's about to be chopped off.

Justin: Is that just to get into the cavity? 

Anthony: Yeah. 

Justin: Sometimes like now, even when we are trying, some clients will be like, no, I'm just going to tilt it back a little bit to get under the threshold. And then when you come out, the tilt you know, the gap between the ceiling and is enough. But this was, this was like just a smaller car all round.

Justin: It was a new car. So she hadn't, she didn't have the car at the time of the trial, which is why she never mentioned it. Now, at the time I was like, did I ask the question? I'm not sure if I did. I couldn't put my name to it. 

Justin: How do you plan to transport this? What's your plan to move it?

Justin: Yeah. These are things that you don't think about. 

Anthony: I'm sure she said taxis at the time but I couldn't put my name to it and I wasn't going to fall out over it. 

Justin: But that's a hard one. That's a hard one to avoid if they're already taking taxis. 

Anthony: I had to suck it up and we made her a new chair, a different chair.

Justin: What did you give her in the end? 

Anthony: Oh my gosh, I would have gone for something like, it would have had to have been lower. 

Justin: Yeah. 

Anthony: So I'm, I genuinely can't remember, but I'm going to guess it would have probably been a Dietz or something like that. But I don't know, I don't know if Dietz were out then, to be fair.

Anthony: So I'm lying on that one, it was quite a long time ago. 

Justin: Something with a lower seat to fly. 

Anthony: So it wouldn't have been a Dietz, yeah. 

Justin: Well, mate, you're a good man because, because honestly, I would say that not all companies would do that. That'd be like, well, the OT signed off on it or the client signed off on it, you know, this was trialed, it wasn't brought up and most companies would wash their hands and they would almost have their right to do so because we tried a product.

Justin: We've done everything you've asked and you've brought in this new information that wasn't determined at the time. So we couldn't advise you otherwise, but then I also understand from the client's perspective- 

Anthony: But then there's the human element, right? 

Justin: Yeah, there's the client's like, how do I know what to, you don't know what questions to ask. It's hard to be like, well, you know, you should have brought this up, but they don't even think, oh, like, you're the experts. You're the ones who come with the questions. And there is a human element where it's like, well, what are you gonna do now? You're gonna tell this person either have the unsafe chair and drive like, or sell their car.

Justin: You can't do that either. 

Anthony: Like I have a I have a phrase, we have a phrase. I often feel like the sale is the start of a relationship, not the end. 

Justin: Yeah.

Anthony: And I think that like a lot of companies see the sale as the end.

Justin: Yeah.

Anthony: Whereas that person's going to be with us for as long as they're using the wheelchair, they hopefully might purchase something else from us, but ultimately, irrespective of that with that particular lady, I couldn't put my name to it, that we'd you know and what we're going to do, a stalemate? The poor lady's not going to be able to get in her vehicle.

Justin: Yeah.

Anthony: You know we want her to be able to use a wheelchair.

Anthony: That's what we're in the business for so I'm just, you know, you're rolling around and thinking about it. I mean, you must have mismeasured. 

Justin: I've done, I've done the same thing. So I did a Quickie, client was in a Quickie Iris, so tilt in space manual wheelchair. We're pretty much doing a like for like, I mean, we're fixing the seating, but the base wasn't going to change.

Justin: But what we did trial on the day was the iXpress. Now the iXpress is a power assist add on. The iXpress, actual hub sits about three inches, three or four inches behind the regular hub. So you've got the regular wheels and then you've got the power wheels which go in a separate socket.

Justin: So we trialled it on the day and it was great. They liked it. We said, yep, we'll script you a new chair with the power assist. We're doing the same chair, same width, same depth, all that. The only thing we're adding is the iXpress. Well, what I didn't think about until the delivery was we didn't trial it into the back of the car and now it only just fit last time. And so now we've added an extra four inches onto the wheelbase... chair didn't fit into the back of the car. So we were like, 'oh no, what are we gonna do?'

Justin: And this is those situations where it's not really on them, but you know, we've trialed it. Like they didn't ask us to. I mean that one probably is more on us. And um, but I was like, what do we do now? Like, this is so embarrassing. We just bought this. They've had this chair for ages. I've just prescribed them a new chair saying, you know, we're the best company in the world and here's this new seat in and sung our praises.

Justin: And now your new chair doesn't fit. You can't use it when you go out and about. And I was like, 'oh no!' But my manager's awesome. He's very technical. And so we went back out together and we worked out you could actually change the wheel position on the Iris so we could actually tuck the wheels in, so the smaller wheelbase. It's basically what it was before.

Justin: I was like, 'oh thank god' because things like, if that wasn't then what would happen then like, are we gonna take the chair back? Strip the iXpress off it?

Anthony: Yeah.

Justin: Give them back their money for it and we have this iXpress with like specific parts for it like, it'd be such a messy, such a messy job. So expensive and even if you resort, even if you did that, even if you did all that the OT and the client they're still disgruntled with you because, even if you've given them their money back, if you've resolved the problem, you've still taken the chair away.

Justin: You've delayed the process, you've caused stress, you've gone back and forth with emails and doing that stuff. Just fixing the problem isn't enough almost. And I was thinking about this a lot like with like with business like anything with business. So if you provide a service that is below standard and you rectify, say if you went to a restaurant and the food was terrible and it was late.

Justin: It was all that stuff and then you told the manager as you're leaving, 'oh, by the way, we didn't really like, the food was cold. We didn't like it.' If they said 'oh, we'll give you your money back for your food', you're still not going to go back to that restaurant. And this is the tricky thing.

Justin: But if you had a bad, so staff were bad to you. It was like, if I go back into that town. I'm not going to that restaurant again. Cause it was... 

Anthony: Yeah. 

Justin: Even though I come back at zero, I'm still not at zero. I've still got like this negative thing. So I think as, as professionals, as business owners, going back to zero isn't enough, and I feel like you have to go a bit above and beyond.

Justin: So if you've given them the money back, like even with yours, I mean your client would probably use you forever because you've replaced the entire chair. But if it was more like a big act of negligence, like if we were late to the appointment and you know-

Anthony: Oh, yeah, of course and mistakes happen, right? It's like human error or traffic or whatever.

Justin: But just fixing the mistake, I don't think it's even. And now I think you have to go, if you really want to like what you said, it's the start of the relationship. If you want them to come back to you, fixing the relationship just makes them not mad at you, but it doesn't have a positive impact on their perception of you. So you sort of have to go above and beyond which is what I've always done whenever I've made mistakes, is try to always go like a follow up call or check in or like go above and beyond, get to where like what you'd normally do just so you maintain that okay that business relationship.

Anthony: I agree. I think, but I also think that honesty is the best policy and-

Justin: Put your hand up, just say I've made a mistake.

Anthony: Because people make mistakes and I think far too often, natural go to behavior is 'oh, I'll wing it or I'll lie'. Not intentionally, but you know, you'll say that and actually the truth always comes out.

Anthony: So just be honest with someone and say 'look I actually have messed up here'. You know, and I think most people, not everyone of course, we know we have problem clients and yeah that happens but most people in the main are pretty understanding of that. 

Justin: You guys want to know like a sentence that I use every time when I've done something wrong? Uh, uh, a sentence that saves me a lot is, I feel terrible. And I find that, I don't know why this is like, when you're apologising for something, it's like, oh, you know, the chair is late, you know, say I've ordered something wrong, right, and the backrest doesn't mount onto the chair for whatever reason.

Justin: 'Hey, I'm really sorry the backrest is late, I'm so sorry for the delay, blah, blah, blah'. But when you say like, I don't know why, I just feel like when someone says to you 'I feel so terrible. I know how long you've been waiting'. It's almost like, when you hear that when you hear that from someone like if you messaged me, you're like 'dude I feel so, I feel so terrible and if you're really outraged, if you're really telling me why I'll be upset.

Anthony: Listen man, I'd be like 'you should feel bad'.

Justin: 'You should be sorry'! But like, whenever I say 'I feel terrible that we've pushed back the delivery', I find it just gets people to be like, we're all human and we all make mistakes. And I appreciate you doing your best to get it resolved. 

Anthony: Cause I think in the main, everyone's pretty good people. Like we deal with really, really good people. Unfortunately, you know, the other ones just left out. 

Justin: The other ones exist everywhere, whether you're a wheelchair user or not, there's people all over all over that a range of personalities. 

Anthony: Hey mate I'm gonna ask you something because we've been having a conversation where we've been having lunch and you told me a little story and I need you to tell the listeners. For sure. Okay. So things that have gone wrong doesn't always have to mean things go wrong with your equipment... You know, you've spent two years trying to get this facade but come on let's tell us right! 

Justin: So before I met my lovely wife Emma 

Justin: I was in an appointment and it's the first time I've worked with this particular OT. She's never met me before and she's used our company for a trial. I've gone out, seen, I've done a really good trial, and then questions come up and I've said, 'lemme check my phone'. And as I've gone to pull out my phone and check my phone, I was also in a new town I hadn't been to before. Anyways, I was, I was out the night before.

 

Justin: I pulled out my phone, a uh, a form of protection had just dropped on the ground. And it was like this, silence, consumed all of us. It just dropped on the ground. I was like, I don't know what to do right now. And the square thing was just sitting on the ground.

Anthony: Let's put it into context, ok we all know what it was. 

Justin: Just like,

Justin: and I was looking and I'm just like putting it back in. And I'm like, maintain professionalism. 

Anthony: Did you go red do you reckon? 

Justin: Oh, dude. I was! Everything was, everything was noisy in the 

Justin: background. 

Justin: It was just- 

Anthony: Did you have a nice OT? Did she, did she, cause I'd be winding you up. 

Justin: She didn't say a word. She just like, was just like, we all just acknowledged it.

Justin: And I was just like, 'I'm sorry'. I didn't say sorry. I was just like, I just kept on playing it cool and she didn't bring it up. And I'm so grateful for it. And as soon as I got out of the appointment, it's like, you get in the van and you're just like...

Anthony: Oh, did you get the sale? 

Justin: Um, we did, the trial was successful. However, it was a while ago. I can't remember if I even saw the OT again. 

Anthony: I would hope it's a while ago. 

Justin: Oh, it was definitely a while ago. And, uh, yeah, so word to the wise, check your pockets, make sure you maintain professionalism. 

Anthony: Yeah. Listen, we're all going to have these stories, right? And actually, I genuinely really want to listen to everyone's stories because I think it's just, yeah, listen, life's too serious actually, isn't it?

Anthony: And it'd be good to get, so if anyone wants to send us in some funny stories. You know, we can always just censor them if we need to. I've got some great ones. Yeah, like, let me think. So I, I had a story. I was supplied. This is, this is not the best of stories, but let's just go with it. So we had a customer and he, let's say had toileting issues.

Anthony: And he was, a known customer for this. So, um, so, what happened was, I was traveling at the time. I was down Bristol way, doing a lot of deliveries. I went out to do an assessment for this gentleman and it was very random from the minute that I walked in the house.

Anthony: So nowadays, I think I probably would have walked back out, but it was in an infancy year, probably in year two of working. So, I've gone in. And, just from the vibe that as soon as I went in, he was a man of, um, of means and he had censored pictures on the wall, let's say, of, of different females and things like that.

Anthony: So I was like, already a little bit like, 'okay, this is interesting'. So I was like, uh, how's things anyway? Lovely guy, really nice. Went and did a few different trials of different wheelchairs. But there was a particular one he had his heart set on, a Q, a Jazzy, ooh, what would it have been? Oh, back then.

Anthony: Probably, it could have even been similar to that lady, uh, uh, 

Justin: Jazzy 3. 

Anthony: Jazzy 3, yeah, because they were really in their own, yeah, they were really in their own sort of era at that time. We're going back 18 years, right? So, yeah, he's gone, so he's basically, he's got in the wheelchair, he's loved it, and he said to me, 'right, I want it'.

Anthony: And I said, 'we normally do a quote and then we'll come and deliver it'. He's like, 'no, no, I want this one. This is it. This is the one'. I was like, 'okay, right'. So I was like, 'okay, well, if you want it, then I suppose, yeah, you can have it'. Everything was fine, everything. And so he's gone, right. And I said, 'well, okay, so you're ready to pay'?

Anthony: And he went, well, I can't actually pay because it was past five o'clock and he wanted to pay over the phone. I was like, right. So how do you want to pay? He goes, well, um, he goes, no, it was about four o'clock. I tell a lie. And, I think at that time there was only two other people. It was Chloe and one other person and the office was busy.

Anthony: It wasn't phoning. The ring, the phone was ringing or whatever. So he said, 'I could go to the bank if you want'. And I was like, oh, I don't know about this. This feels really, I feel a bit uneasy about this. He was like, 'no, no, no, no, it's fine. Look, it's not that far. It's maybe like 15 minutes down the road. If you're willing to take me, cause you can't get a taxi to here'.

Anthony: I'm like, right. Okay. Fine. So, chase along like another 10 minutes. I'm like, right, well, how are we going to get out to the van? And I'm like, ready to do a transfer. And I said, you know, like it's a higher seat to get into the van. Cause he's obviously down there. He's like, 'I can do it'. I'm like, right.

Justin: He's semi mobile. 

Anthony: Well, yeah, he's like a pivot transfer at best. Again, I'm holding my hands up. I was like, at very early stages at that point. But I said, 'okay, well, let's try'. Anyway, he's gone to try and it's not happening. So I said, 'look, sit back down. It's fine'. Look, you know, I said, 'look, let's go back in'. He goes, 'no, no, no. I want to go. I want to go'. I'm like, right. He goes, 'well, look, if you open up the side door of your van, I can just side transfer over into the van'. 

Justin: Yeah.

Anthony: And I'm like, okay, let's go for it. I don't, I'm not thinking, I'm not really processing. 

Justin: Meanwhile, you're ushering in this wheelchair user to take it to the bank to take wads of cash money! 

Anthony: This is what I'm saying. This is - it sounds terrible and it is terrible, but you know... 

Justin: You're trying to find a solution. 

Anthony: Yeah, anyway, he's gone, so he's gone to side transfer. As his side transferred out of the wheelchair into the van, he's left what can only be described as a human deposit, let's say. Human deposits. At that point, as he's turning, because he's transferring into the side of the van, I've looked down, seen the human deposit. The smell then, because the vision then hits you, with this...

Anthony: I'm like 'eeurgh'. Right, and he's like, 'all right son. I'm in!' 

Anthony: I'm like, 'oh my god', so I've done that, you know- 

Justin: Getting poo on your fingers! 

Anthony: I'm not processing the fact that... what is going...What is, what we actually going to do? Is he going to be sat in the back of my van rattling around the background? I haven't thought that far ahead at that point. All I've now-

Justin: I love that you start to question this once there was poo in your car! You're like 'is this the right idea'?!

Anthony: And then I've looked, and unfortunately for him, and me, he's left a trail going into the van. So at that point I said, 'look'- 

Justin: 'On second thought, mate, I think'-

Anthony: 'I'm sorry, I'm sorry, I'm going to need to like help you out and we'll get into the wheelchair'. I said, 'I promise you, we'll sort a new chair. We'll, we'll sort it.

Anthony: It's not a problem'. Fortunately, I think he must've realised that the situation wasn't going to work because I didn't even, at that point, I had then said, 'look, you can't sit in the back of the van while we're driving'. I don't know what I was thinking, but like you say-

Justin: What was in the back of the, when you say back of the van, it's like car seats in the back of the van?

Anthony: No, there's no back of the, there's wheelchairs in the back of the van! 

Justin: Wait, so what was he transferring onto? 

Anthony: Okay, thanks for making the story sound even worse! 

Justin: Wait, no, what was in the back of the van? 

Anthony: Other chairs. 

Justin: Other wheelchairs. 

Anthony: Other wheelchairs.

Justin: Hold on, this whole time I thought he was like three seats in the back. 

Anthony: No! No! He's just gone straight into it. 

Justin: He's like on the floor, just sitting there. 

Anthony: He's on the floor! He's on the floor! His feet are actually hanging out the side. 

Justin: You want to get some ratchet straps?

Anthony: My God. 

Justin: What was the plan?

Anthony: Uh, there was no plan. This is the thing with me. There is no plan. You got to, what is it? So, uh, anyway, uh, clearly I've woken up. 

Justin: You're both on board with the process. 

Anthony: We were both really excited. 

Justin: This is like when you probably, like, seatbelts were legal at this point, were they? 

Anthony: Oh, you could, you could do anything then.

Justin: Yeah, I'm trying to think of like, when I was a kid, we used to run around the back of my dad's van as like a joke. 

Anthony: Oh my god, anyway, yeah. So, needless to say, the short of the story is, we came back in, And I said to him, 'look'- he really didn't want to give up this chair. Genuinely, hand on heart, he didn't want too.

Justin: Did he realise, did he want to buy the chair because he realised what had happened?

Anthony: What, you mean he'd stated it? He asked me for a discount. 

Justin: Do you reckon, do you reckon he, like, what happened happened and he was like, oh, I gotta buy this chair now. And that's why he was so desperate? 

Anthony: No, no, no, no, no. Because he was so committed, he was really excited. And bless him, he just, I think, you know, his carers came in.

Anthony: Anyway, I just said to him, 'look, we were both getting excited. We haven't really thought about it. I'll tell you what I'll stay', because I couldn't leave the chair you know, I couldn't leave the chair essentially with him because, you know, he didn't own it or anything. So I said- 

Justin: He kind of does now. I mean 

Anthony: Yeah.

Justin: He's kind of marked his territory. 

Anthony: So I said, 'look I'll stay overnight and then tomorrow I'll come back when you've got a carer there and we'll sort it and I'm sure we'll get it sorted'.

Justin: You're a good man. 

Anthony: And that's what happened. Yeah, I'm a great man. Oh my gosh. So look, I'm holding my hands up. These are the things that, you know, you, you, you learn. And that was a, that was a very quick learning curve. and one of the things I learned joking aside was, you know, always have covering on your van.

Anthony: No, no, no. Just look, you know, do you know, I learned that, you know, you can't do that. It doesn't work and essentially, you know, transfers then became part of a thing I needed to learn about, right? And, and essentially, how does, how, what is the best way to transfer? 

Justin: Should you be transferring someone we don't know them properly?

Anthony: Exactly. 

Justin: There's definitely, yeah, all those things can definitely happen when you're not sure how someone transfers. When a client says they can do something, but you're not sure, and then they, you know, if they fall over, what happens then? 

Anthony: Yeah. 

Justin: And it's hard to even advise them what to do, like when a client says 'I can do something', and you don't think it's right.

Anthony: Yeah. 

Justin: You're like, who are you to say, that they can't do it? 

Anthony: Yeah. 

Justin: You've also got to be like I don't think that's safe. 

Anthony: So like, we have a rule now, like, you know, we need to, if they have carers or assisted, then they'll, they'll do the transfer. We don't, we don't get involved in that and we never will. 

Justin: Yeah. 

Anthony: You know, and that wasn't from that particular thing but you know, clearly...

Justin: Yeah. 

Anthony: We learn and we've got some really good professionals working, led by me. 

Justin: I can tell you, you've definitely had a shit day that day! 

Justin: It wasn't the best. I've definitely got, um, poo stories, but maybe I'll save it for another podcast and we can do more.

Anthony: Poo's days? 

Justin: Poo's days. Poo's days? Yeah, we'll do it, we'll do it. Every, uh, every poo's day we'll have people come in and give their poo stories. Poo stories are just funny because we all do it. There's nothing shameful about doing a poo. 

Anthony: No! 

Justin: But they're always just such funny things. I don't know what it is.

Anthony: I think everyone loves it. 

Justin: Yeah, I know. I'm sure, I'd love to get, we should get that guy on the pod and be like, 'do you remember that day'? I'm sure he'll laugh about it now. 

Anthony: Because you know that when people are transferring, like, and their bowels start moving because that's one of the benefits of transferring, right?

Anthony: Like, the benefit of moving and changing position is that you have...

Justin: You get some bowel movements. 

Anthony: Yeah, standing. 

Justin: Yeah. 

Anthony: And some of the, some of the noises that people can, um... 

Justin: Make when they're going up. Yeah. 

Anthony: They're comical. 

Justin: So I think that would be, that would be fun, if we could find that guy from 18 years ago.

Justin: See if he wants to get on because I think it's, at the time it's so mortifying. I'm sure like at the time he would be like, oh my god. This is such an embarrassing story. 

Anthony: Like he was great. 

Justin: Yeah.

Anthony: He didn't, he didn't have any any I think... yeah. And we didn't, the weird thing was it was not acknowledged. 

Justin: Yeah. 

Anthony: We didn't-

Justin: The whole time he's just like, the smell was there, the poo was there.

Anthony: Well, he maintained, he was straight. And I wasn't going to, you know, pull him away from that thought process. You're not taking somebody's dignity. 

Justin: Yeah. It's true. Um, just get on with it. It happens. We all poop. We all go through it. 

Anthony: It's a human thing. 

Justin: We all poop. We all, sometimes use protection.

Justin: These are all things that- 

Anthony: Fortunately, just for the record, I make a lot of better decisions than I did. And I certainly have, won't be making those decisions and haven't done for some time. But it's just to reiterate when you are starting out and learning, these are the things that we do need to you know improve on, all of us, is understanding situations and I suppose through making mistakes you learn and you move on. 

Justin: Yeah, it's okay to make mistakes. Don't make them twice though, that's the thing, like if you're doing them once, like this is where you want to learn from what you've done. 

Anthony: And actually having a therapist now, we, we really very very rarely will do an assessment without a therapist um assisting so I would definitely recommend, you know having a professional which is, as a company that's like a thing.

Justin: Because they know the person, they know them in a lot of detail. You're seeing them for the first time. They have a better understanding. They've got maybe a different set of clinical knowledge than yourself. So having 

Justin: clinical expertise is very important. Well I like story time. I think we should probably like open or even finish our pods with a bit of a story, a story of the week.

Anthony: Story of the week. 

Justin: Or poos days. 

Anthony: Yeah. Have you got any other stories you want to share? Cause it seems to me that everything is still perfect. 

Justin: I've uh, nah, I've got one. As you were talking, I thought of another one that happened. 

Anthony: Go on. 

Justin: When you... it was not so much an embarrassing story, more just like a product like situation story, where I remember I did a trial for an Edge HD, which is a power wheelchair for bariatric clients. And the chair, the trial did well, and then the client had oedema, and she said that she needed to elevate her legs, and her current chair had it. I think she was in an Ottobock chair at the time and that had elevated leg rest. And we trialled a Permobil and a Quantum. And the Permobil trial chair had elevated leg rest. But the Quantum one didn't. So we trialled the elevated leg rest. I'm like, yep, cool, we like it. But we ended up on the Quantum, for whatever reason. And then we order it with power elevated leg rest. Because that's what we want. We know we want it, so let's do it. Well, at the time, and they've fixed it now, but their power elevated leg rest for Quantum, they were just, they weren't great. They sort of elevate. So when you elevate your legs, your leg actually gets longer. 

Anthony: Yeah, so you need to articulate it.

Justin: Yeah, so you've got your shortened muscle and now your muscle's longer, so it does need to articulate because if it didn't, if you just had this length, your knees would be like that. So the leg would have to actually get longer. 

Anthony: Yeah. 

Justin: But what happened with the Quantum one, it sort of, it articulated a little bit. But it wouldn't articulate until it got to here. And then the, like, articulation would happen. 

Anthony: Yeah. 

Justin: So as she was articulating her legs, this is a brand new chair, very expensive, and she was like, 'OWWWWW'. I'm like, 'what??! Stop! She's like, 'ah, I can't'! I push it out more. And I'm like, I can't, we kind of have to keep going before it articulates. Oh, oh. And I was like, all right, let's just keep going a bit.

Justin: And it was like, 'ahhhhh', and then eventually be here. And then it would like push out. And I was like, she was like, 'what the hell is this'? And I'm like, 'oh, I'm so sorry'! And I can't remember what we did. I don't know if she even just like got on with it or something. But it was so like, oh like... 

Justin: That can sting you, because with a trial chair is never exactly- Final chair is never what your final chair would be, so it can be quite tricky when you're working with scripted mobility and your trial chair isn't exactly what you produce. But these are things that can happen. So if you're scripting elevated leg rests, ladies and gentlemen, make sure you actually use it. 

Anthony: So even if the great man could make mistakes, then we can all make mistakes. 

Justin: I've made plenty. I'll write a list of them and we'll send it off with Justin's mistakes. That was actually a lot of fun. I enjoy telling stories. I enjoy hearing stories. So I hope you guys do as well. 

Anthony: Yeah. Send in, send in anything you've got. I'd love to share some more stories. Maybe you can just sort of make mine sound a bit better. 

Justin: We would love to actually, if you want to like write one in and just send it and we can like read it, that'd be funny.

Anthony: Yeah, yeah, yeah. 

Justin: Let's do that. Yeah. Let's do some reads. Someone, and we've all got a poo story here or there. So, okay, let's uh, let's hear them out.

Anthony: Click.

Justin: Follow and subscribe. 

Anthony: There you go.

Justin: Follow and subscribe. Send in all the stuff that um, you want us to chat about and obviously your poos day stories, and we will absolutely see you on the next one.

Justin: We will chat to you. 

Anthony: 'Wheel' chat soon. 

Justin: 'Wheel' chat soon!

Anthony: Yes, 'wheel' chat soon! Cheers guys 

Justin: See ya!