“I would have picked up another case if I knew I had a caregiver,” said the home care agency coordinator. Kit has been working in the industry for more than 15 years. She knows the ins and outs of the home care agency. Then there was I, who understands phone technology because I have been dealing with the phone for close to 15 years. The problem is clear, how can we find caregivers on the fly or in a short period of time.

Kit is not the owner of the company so she never looks at the problem from a business perspective. Of course, we can hire a recruiter to find a caregiver faster. Another option would be to increase caregiver’s hourly rate by an extra $1. I can guarantee you that with an increase of $1 for an HHA certified caregiver, you will have more than enough caregiver. Kit knows that $1 extra per hour makes a huge difference, but never asked herself why the business owner never increased the hourly rate or even asked herself what is Return On Investment (ROI) for a caregiver.

Computers solve repetitive problems, repeatedly

On-call Ma tackles this problem from the perspective of the business owner. That is, how can I increase my ROI? That is how can we increase my profit per case while keeping my operation cost the same or lower. This is where technology plays a big role. In my post – Computer Vs. CEO, give you some idea of what a computer is good vs. a human employee.

From my previous post, we know computers are good at doing repetitive tasks. In our case, are the tasks to find caregivers repetitive? Can a computer process this repetitive task? The answer is yes. In fact, there is a framework that can help to automate these tasks. In our case, the business process tasks. Automating business processes has been around for many years so it is something not new.

As I listen to Kit explain her process of finding a caregiver, we fall into many issues. If the problem was easy to solve then there would not be a problem. Each task has many rules and certain rules conflict with other rules. It is as if we are in an infinite loop. To make it worse, when we are introduced with another coordinator, their tasks and rules are different. For example, Kit’s would find all the caregivers within 10-mile radio using the CRM. Another coordinator may happen to know who is free to work. The difference is that Kit is working for a big caregiver agency and the other coordinator is working for a small agency. Now we know the problem really exists with the bigger company while in the process of solving the problem. Wonderful!


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Outsourcing.  Remember when that was a hot topic? If it is not clear, COVID-19 gave a huge push toward remote working. As we all know, software development is the next generation mutation. The enforcement of remote work made new generation business owner re-think about hiring people outside of the country. Of course, many types of job is not possible to source for security reason, time zone issue, and so on. This type of job that can be outsourced remotely is listed on websites such as and These sites are for freelancers. Most of the jobs that are time-consuming and repetitive are more cost-effective to outsource to another country.

Here is the reality of outsourcing, just as the USA can outsource to other countries, other countries can outsource to the USA as well. A perfect example is Zendesk. I was recently introduced to Zendesk when I needed to upgrade my ticketing system. Zendesk stock publicly trades  in the US.  Compare this to Happyfox, not a USA company. In fact, they are based in India and are more expensive than Zendesk. I ended up picking Happyfox because they provide better customer service. The point is, a company is able to sell software at a higher cost when they provide a better service. The reality is that remote work will force our economy to take advantage of global resources such as outsourcing. We are not forced to do this in the past.

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“Rita, did you check your brother’s homework?” That is one of the daily questions my mother asks my sister. I do not think my mother ever called my sister by her full name Fahima Nessa. It is not her real name, but close to it. One of the reasons we do not call a person by their full name is that it is time-consuming. This concept is not far from hyperlink or URL. When we are dealing with SMS, we cannot afford to send a link that is very long especially since we have 160 character limits.

Short URL help get the message across quicker - person sitting on floor reading SMS

Another reason we do not call people’s full names on normal occasions is  because it feels weird. I can imagine someone hanging-up a call when trying to spell out the letters of a long sentence. It is one of the reasons company came up with a URL shortener. Of course, there are other companies that can do the same thing. However, many business owners are not aware that the URL shortener also has tracking and other data linked to it. For example, if we sent a text to my sister Rita,  “New job found. Click the link to view job info –”, we know how often the link was clicked, what time, even their location. Furthermore, we can even determine if the link was forwarded to someone else by using what we call cookies.

If your mother sends you a text “Ur report card came in today. I took a picture – We need to talk.”, make sure to disable your GPS before clicking on the link. If you do not, then the next message could be “Tell Jr. that you need to leave his house right now”.
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Season 10 | Latte Larry's

"If you are a defecator, or planning on defecating anytime soon, don’t come down here. This is not your place."

Posted by Curb Your Enthusiasm on Monday, March 16, 2020

“Look, we all experienced bad service before. But for most of us, there is not much we can do about it. Maybe write a negative yelp review. Or maybe don’t go back to the place, but Larry David has chosen a different path.” That is how one of the “Curb Your Enthusiasm” TV Series starts. Larry David is the main character, the writer, and the director. In the episode, Larry decided to open a coffee shop next to another out of spite.

The effectiveness of SMS technology can play a great role in competition for a small restaurant business. For example, an owner can use QR code or simply send a text to a number to opt-in to receive a special promotion by text. The owner can send monthly deals such as to get 1 pizza pie and a code for $10. The promotion can be an image or slideshow type of images. In my previous article, I mentioned that 90% of the text is viewed within 3 minutes. The effectiveness of SMS is very high

Larry David’s objective was not to make money, but that is not the case for small restaurants.

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Video from Curb Your Enthusiasm Facebook page


“Matt, why do you have a cell phone if you never answer?” That is what I tell Matt, all the time. He always responds with “you call at the worst time”. However, he responds to all the text message I sent him. Sometimes right away. Statics prove that over 90% of all SMS recipients read a text messages within 3 minutes of delivery. It is also clear that texting is protected by FCC so it does not become the next voice broadcast.

There is one interesting difference between a phone call and text message. When someone makes a call, the phone system knows if the other end picked up, even if the answering party says nothing. By design, phone system technology confirms a connection between parties. However, that is not the case with texting. Texting was not designed to get confirmation if the other end received the text. You may send out 1000 text messages and receive confirmation that all of them went through, but that is not 100% correct.

Unfortunately, I learned the hard way when one of my previous bosses felt deceived when I told him that I texted him. He felt I was not truthful even after showing my phone screenshot. Later on, he apologized after receiving the text in the future. It is true that the chance of text not going through is very low, but it can happen.

Add your stories and comments, too! 👇

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“Sunny, it seems like the government wants you to work from home,” said the big boss. “But I don’t have Internet at home,” replied Sunny. I myself live in New York City, I can say that there are more homeless people who have a smartphone, with internet, than actual food. In fact, there are “LinkNYC” hotspot kiosks located all over Manhattan and the outer boroughs providing free internet. It was designed to replace “pay phone”. About two decades ago, there were phone booths that allowed you to make calls for 25 cents for a few minutes. Now, Link kiosks allow us to make calls, plus provide an internet hotspot, all for free.

Your Carrier Data Limit

Smartphones also can provide hotspots or Wifi connections to a computer to work from home. However, one of the problems with smartphone wifi are the limitations. Most smartphones have a cellular usage cap, or data limit,  from the provider or carrier (eg: AT&T, Verizon, and T-Mobile). These carriers usually sell limited data plans on a monthly basis.

What makes this a big problem is a computer using a smartphone wifi connection can use the entire month’s capped data within a day. The reason computers use so much data is because of

  • 🎥  videos, streamed from a site like youtube
  • 📁  downloading large data files
  • 📑  3rd party applications running in the background that the user is not aware of

The solution is to minimize streaming video and run some network traffic control software, such as NetBalancer. You can configure NetBalancer to identify which applications can access the internet connection. For example, only allow your email application such as Outlook or Thunderbird. The network control software won’t allow any other applications to use the internet, preventing them from eating up all the data.

Unlimited data or Data Limit by Technology

It is also important to carefully read your unlimited internet package contract.  Carriers usually add some small fine print stating that after exceeding the data limit, they are allowed to push your internet connection to a different wireless technology. Usually, the carrier gives you an LTE connection for the first few gigabytes and then downgrades the internet connection to 3G. The user usually notices it right away because the internet speed is very slow. It is slow enough that using the hotspot is useless because you cannot do anything. Yes, Sunny was not far from the truth that he does not have the internet at home.

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Photo Credit: @LinkNYC twitter account

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