Joe: And like, just on that, you guys getting to Australia. I mean, you’re in the UK. Or to… UK, is UK still on that?
Lora: No. We’re not actively serving anybody in the UK right now. We had a couple of contracts. They have a very different healthcare system. And they have a lot of problems. And they’re also really far behind the North American market in terms of using software to solve their scheduling issues. So, we did work with a couple of sites before COVID. But then everything sort of broke down with COVID.
Lora: So, we continue to have conversations with lots of people in the UK. Um, but just, you know, our team is still limited and growing. So, with our resources, we focus on Canada. Focus on the US and then Australia where we’re starting to see some momentum there in the Perth area, which is really exciting.
Joe: And what’s been the keys to like say Australia, like how did that come about?
Lora: We have a little newsletter that we haphazardly put it together quarterly.
Joe: I’ve written for this newsletter.
Lora: And, yeah. Which is going to improve. There’s a very good plan-
Joe: We’re biggest fans.
Lora: Well, we’ve got… Listen. We have an intern who is the smartest kid I’ve ever met. And he just came to me today with a presentation on how we can improve our newsletter. And I’m like, “Have at her. Go for it. Do your, do your best.” So we’re gonna improve that over the next year. But, um, we happened to put in a newsletter, “Hey, we’re now in Australia.” And one of our… So that came, I think, I… Originally it must have came from an advertisement that we do in a podcast.
Joe: Oh, really?
Lora: Right. And then we have a physician in Vancouver who spends half his time in Aus-… He’s Australian. And every three months he goes back and forth. So he’s, he uses our service in Vancouver. But he goes back and forth to Perth and said, “Hey, I know those people. I know that hospital. I’d love to introduce you to more people.” We’re like, “Of course. Absolutely. Please do.” So we’ve been working with him just to connect the… You know, healthcare is different everywhere. But then also very similar everywhere.
Lora: But there are little nuances. Right? Like they don’t use the word physician. They use the word doctor. So there’s little things that we need to do there. When you have someone with the right accent, boots on the ground, who can open doors for you, that’s really made a difference.
Joe: And, and so would you say that’s kinda like at the heart of your growth strategy, those connections?
Lora: Our growth from till now really has been referral. There’s no doubt about it. We’re incredibly sticky. I think we have about a 90 per- 97% traction. Like, we keep about 97% of our clients year over year. And in the eight, almost eight years I’ve been here, I can name every single client we’ve lost. And I know why. And very few of them, very few of them are because, you know, it just went wrong. They’re usually just weren’t a good fit in terms of what we had at the time to offer them.
Lora: But generally speaking, we keep most of our clients. Knock on wood. So I think because of that, the referral has always been really, really important to us and how most of our, our business has grown.