1 00:00:00,000 --> 00:00:01,000 Hello, leaders. 2 00:00:01,000 --> 00:00:03,600 This podcast is something for everyone. 3 00:00:03,600 --> 00:00:07,720 We discuss how emotions and memory glue and why kids don't remember what they got for 4 00:00:07,720 --> 00:00:09,000 their birthdays. 5 00:00:09,000 --> 00:00:10,600 They remember something else. 6 00:00:10,600 --> 00:00:15,180 We discuss why customers never measure us by what we do for them, but rather how we 7 00:00:15,180 --> 00:00:16,680 make them feel. 8 00:00:16,680 --> 00:00:21,560 Bose gets a good mention on this podcast, so Bose, if you'd like to sponsor us. 9 00:00:21,560 --> 00:00:24,840 And Bollinger, we still haven't heard anything back from you. 10 00:00:24,840 --> 00:00:30,400 We also talk about why leaders who show appreciation create a passionate and connected team. 11 00:00:30,400 --> 00:00:31,400 Enjoy. 12 00:00:31,400 --> 00:00:33,200 Why did it count backwards? 13 00:00:33,200 --> 00:00:35,640 Oh no, we're now recording. 14 00:00:35,640 --> 00:00:36,640 What? 15 00:00:36,640 --> 00:00:37,640 Hello, captain. 16 00:00:37,640 --> 00:00:38,640 What do I say? 17 00:00:38,640 --> 00:00:39,640 Come fly with me, let's fly, let's fly away. 18 00:00:39,640 --> 00:00:40,640 What are we going to talk about? 19 00:00:40,640 --> 00:00:41,640 I don't know. 20 00:00:41,640 --> 00:00:42,640 So, leadership, life and everything else. 21 00:00:42,640 --> 00:00:43,640 Yeah. 22 00:00:43,640 --> 00:00:57,280 And we're live. 23 00:00:57,280 --> 00:01:04,760 No, we're recording. 24 00:01:04,760 --> 00:01:07,560 Somebody said to us just the other day, please keep doing that. 25 00:01:07,560 --> 00:01:08,560 I know. 26 00:01:08,560 --> 00:01:09,560 And you went, no. 27 00:01:09,560 --> 00:01:10,560 A big shout out to John. 28 00:01:10,560 --> 00:01:11,560 Thanks. 29 00:01:11,560 --> 00:01:12,560 John, I'll keep doing it. 30 00:01:12,560 --> 00:01:17,560 It just starts the podcast off with a little bit of annoyance for Michelle. 31 00:01:17,560 --> 00:01:18,560 Not that that's my intent. 32 00:01:18,560 --> 00:01:19,560 Hey Michelle, how are you? 33 00:01:19,560 --> 00:01:20,560 Good. 34 00:01:20,560 --> 00:01:21,560 How are you guys? 35 00:01:21,560 --> 00:01:22,560 Yeah, good. 36 00:01:22,560 --> 00:01:26,800 I'm glad that your voice doesn't sound like a female Barry White now. 37 00:01:26,800 --> 00:01:27,800 Oh yeah, yeah. 38 00:01:27,800 --> 00:01:28,800 Over that cold. 39 00:01:28,800 --> 00:01:29,800 Thank you. 40 00:01:29,800 --> 00:01:30,800 Yeah. 41 00:01:30,800 --> 00:01:31,800 Good, good, good. 42 00:01:31,800 --> 00:01:32,800 Good to hear. 43 00:01:32,800 --> 00:01:33,800 So today we're going to be talking about memory glue. 44 00:01:33,800 --> 00:01:34,800 This is a good one. 45 00:01:34,800 --> 00:01:35,800 Yeah. 46 00:01:35,800 --> 00:01:44,160 Those people that think they don't have a great memory or they can't remember people's 47 00:01:44,160 --> 00:01:48,640 names, which we've spoken about before, or facts and things. 48 00:01:48,640 --> 00:01:52,200 The glue that actually helps bond that memory. 49 00:01:52,200 --> 00:01:53,200 Yes. 50 00:01:53,200 --> 00:01:56,080 And so I guess what do we start off with? 51 00:01:56,080 --> 00:01:57,080 A bit of the science? 52 00:01:57,080 --> 00:01:58,080 Yeah. 53 00:01:58,080 --> 00:01:59,080 Okay. 54 00:01:59,080 --> 00:02:04,860 So our memories, the strongest memories that we have quite often have an emotional context. 55 00:02:04,860 --> 00:02:09,040 So if you look back through your life, the days in your life that you'll never, ever, 56 00:02:09,040 --> 00:02:15,440 ever forget always had a strong emotional component because emotions, the chemicals 57 00:02:15,440 --> 00:02:19,120 released into your body when you're experiencing strong emotions are memory glue. 58 00:02:19,120 --> 00:02:23,920 So they glue the memory, or it's not really glue, but it's going to make it a permanent 59 00:02:23,920 --> 00:02:24,920 memory. 60 00:02:24,920 --> 00:02:30,280 And the reason why we have memories and why the chemicals form those strong memories is 61 00:02:30,280 --> 00:02:33,800 so that we can remember things from the past, especially dangerous things that we might 62 00:02:33,800 --> 00:02:34,960 need to avoid in the future. 63 00:02:34,960 --> 00:02:39,960 So it was, I guess, an evolutionary thing that our bodies did so that we could remember 64 00:02:39,960 --> 00:02:41,120 the past. 65 00:02:41,120 --> 00:02:48,680 But the reason why we got interested in this topic for today's podcast was because of something 66 00:02:48,680 --> 00:02:51,440 I read online about kids' birthdays. 67 00:02:51,440 --> 00:02:52,440 Right. 68 00:02:52,440 --> 00:02:53,440 Yes. 69 00:02:53,440 --> 00:02:54,440 Yes. 70 00:02:54,440 --> 00:02:55,440 And we were discussing it just before. 71 00:02:55,440 --> 00:03:00,800 So if you were to ask, let's say a teenager, what they remember about a particular birthday 72 00:03:00,800 --> 00:03:07,280 when they were younger, the post was basically saying that guaranteed they don't remember 73 00:03:07,280 --> 00:03:11,160 what presents that they got for their fifth or their sixth or seventh birthday. 74 00:03:11,160 --> 00:03:15,200 What they remember is where they were, what they were doing and how they felt. 75 00:03:15,200 --> 00:03:16,200 Yes. 76 00:03:16,200 --> 00:03:17,200 Yeah. 77 00:03:17,200 --> 00:03:21,280 It actually reminds me of, and hello, mum, I know you're going to be listening to this. 78 00:03:21,280 --> 00:03:23,720 You'll drill me about it after. 79 00:03:23,720 --> 00:03:26,840 But my 13th birthday. 80 00:03:26,840 --> 00:03:29,040 And it's funny. 81 00:03:29,040 --> 00:03:34,320 I built it up to be because I was turning 13 and my kids are about to turn 13. 82 00:03:34,320 --> 00:03:42,680 So I've been thinking about it more that I had this idea of what it was going to be. 83 00:03:42,680 --> 00:03:47,720 And I don't know, I can't actually remember what the idea or ideal was. 84 00:03:47,720 --> 00:03:50,920 But I remember being the disappointment. 85 00:03:50,920 --> 00:03:56,600 And I don't know, I think maybe I thought 13 because of movies that were on at the time. 86 00:03:56,600 --> 00:03:58,600 You were growing up into a young lady. 87 00:03:58,600 --> 00:04:04,320 And I thought it was going to be something bigger and I would blossom. 88 00:04:04,320 --> 00:04:06,200 And the birthday was a disappointment. 89 00:04:06,200 --> 00:04:09,920 And mum will laugh. 90 00:04:09,920 --> 00:04:11,200 There was no birthday cake. 91 00:04:11,200 --> 00:04:13,800 And yes, I'm still holding onto that, mum. 92 00:04:13,800 --> 00:04:19,120 So she gave me a packet of cake mix and said, here you go. 93 00:04:19,120 --> 00:04:20,120 On the day. 94 00:04:20,120 --> 00:04:21,120 On the day. 95 00:04:21,120 --> 00:04:23,760 And I'm sure I was being horrible and bratty. 96 00:04:23,760 --> 00:04:24,760 You were 13. 97 00:04:24,760 --> 00:04:26,600 That was your job. 98 00:04:26,600 --> 00:04:31,960 That was it, but I could see I probably pushed her to the limit of her boundary as well. 99 00:04:31,960 --> 00:04:34,120 And that's the emotional attachment I have. 100 00:04:34,120 --> 00:04:36,120 So you worked it up in your head. 101 00:04:36,120 --> 00:04:37,120 I did. 102 00:04:37,120 --> 00:04:38,720 And it didn't live up to your expectations. 103 00:04:38,720 --> 00:04:39,720 That's right. 104 00:04:39,720 --> 00:04:43,480 And I've had birthdays where there were no birthday cakes, but that one stands out as 105 00:04:43,480 --> 00:04:45,480 being the big one. 106 00:04:45,480 --> 00:04:48,160 I'll tell you what presents did you get on the day? 107 00:04:48,160 --> 00:04:49,160 No idea. 108 00:04:49,160 --> 00:04:50,160 You can't remember, can you? 109 00:04:50,160 --> 00:04:51,160 Oh, actually I can. 110 00:04:51,160 --> 00:04:56,280 I think I might have received, you know, those lemons. 111 00:04:56,280 --> 00:04:57,760 I'm showing my age now. 112 00:04:57,760 --> 00:05:02,200 The lemon that was on a piece of rubber and you'd attach it to your ankle and then you'd 113 00:05:02,200 --> 00:05:03,200 kind of skip. 114 00:05:03,200 --> 00:05:04,200 Oh, OK. 115 00:05:04,200 --> 00:05:05,200 Skip. 116 00:05:05,200 --> 00:05:06,200 And with it going around. 117 00:05:06,200 --> 00:05:07,200 Yeah, yeah, yeah. 118 00:05:07,200 --> 00:05:08,200 OK. 119 00:05:08,200 --> 00:05:10,200 Are you sure that was your 13th birthday present? 120 00:05:10,200 --> 00:05:11,200 No. 121 00:05:11,200 --> 00:05:12,200 You don't know. 122 00:05:12,200 --> 00:05:14,040 So that was what the post was all about. 123 00:05:14,040 --> 00:05:16,040 We give kids these presents. 124 00:05:16,040 --> 00:05:17,600 It's all about the presents on birthdays. 125 00:05:17,600 --> 00:05:21,680 A lot of people put in a lot of effort towards the presents, but you ask them later on in 126 00:05:21,680 --> 00:05:24,920 life, tell me about your eighth birthday, your ninth birthday, that they do not remember 127 00:05:24,920 --> 00:05:25,920 the present they got. 128 00:05:25,920 --> 00:05:30,320 They remember how they felt, who they were with, what they did, the experience of the 129 00:05:30,320 --> 00:05:32,480 day, not the gift that they gave them. 130 00:05:32,480 --> 00:05:37,520 And I really liked reading this post because I've always had this thing about, oh, how 131 00:05:37,520 --> 00:05:39,520 do you find the right gift for people? 132 00:05:39,520 --> 00:05:43,600 But it's not so much the gift, it's how you make people feel. 133 00:05:43,600 --> 00:05:44,600 That's what they remember. 134 00:05:44,600 --> 00:05:49,320 And then after reading that post, I thought about, and I read another post very similar, 135 00:05:49,320 --> 00:05:50,320 about school. 136 00:05:50,320 --> 00:05:55,280 If you go back to school, you don't remember the kids who had the coolest shoes. 137 00:05:55,280 --> 00:05:59,680 You don't remember the kids who had the latest fashion thing or whatever it is. 138 00:05:59,680 --> 00:06:02,680 What you remember about school is how people made you feel. 139 00:06:02,680 --> 00:06:03,680 Yes. 140 00:06:03,680 --> 00:06:05,680 The bullies and the friends. 141 00:06:05,680 --> 00:06:07,480 The bullies and the friends, yes. 142 00:06:07,480 --> 00:06:11,800 We both experienced bullies and we both had friends. 143 00:06:11,800 --> 00:06:17,680 So you don't remember whether they were the cool kid with the latest toy, the latest gadget 144 00:06:17,680 --> 00:06:19,840 or whatever, which is what kids want these days. 145 00:06:19,840 --> 00:06:22,160 They all want the same drink bottle. 146 00:06:22,160 --> 00:06:23,160 What's that? 147 00:06:23,160 --> 00:06:24,160 Frank Green? 148 00:06:24,160 --> 00:06:25,160 That's hilarious. 149 00:06:25,160 --> 00:06:26,960 No, it has to be Frank Green. 150 00:06:26,960 --> 00:06:28,960 It can't be a normal one. 151 00:06:28,960 --> 00:06:32,360 We've got a thousand water bottles at home. 152 00:06:32,360 --> 00:06:36,800 And yeah, but I've been asked to get a Frank Green. 153 00:06:36,800 --> 00:06:43,680 It's incredible because I luckily get given water bottles as gifts all around the world. 154 00:06:43,680 --> 00:06:45,600 And so I've got a nice collection of them. 155 00:06:45,600 --> 00:06:48,560 One of my favorites was given to me by Porsche actually. 156 00:06:48,560 --> 00:06:50,920 I'll never give that one away. 157 00:06:50,920 --> 00:06:54,080 But yeah, but they're not good enough because they're not what everyone else has got. 158 00:06:54,080 --> 00:06:55,080 Yes. 159 00:06:55,080 --> 00:07:04,320 What I want to talk about is why memories are so important in a couple of areas. 160 00:07:04,320 --> 00:07:06,840 So we'll talk about customer service and leadership. 161 00:07:06,840 --> 00:07:13,920 And so in customer service, one of the things I like teaching is that we have never, ever, 162 00:07:13,920 --> 00:07:15,800 ever been measured in customer service. 163 00:07:15,800 --> 00:07:19,280 We have never been measured by what we give the customer, so the product. 164 00:07:19,280 --> 00:07:22,900 We have never been measured by the service that we provide. 165 00:07:22,900 --> 00:07:26,720 We have always been measured by how we make the person feel. 166 00:07:26,720 --> 00:07:27,720 Yes. 167 00:07:27,720 --> 00:07:30,120 All of those scores that you do after. 168 00:07:30,120 --> 00:07:31,120 The net promoter score. 169 00:07:31,120 --> 00:07:32,120 Yeah. 170 00:07:32,120 --> 00:07:33,120 How they feel. 171 00:07:33,120 --> 00:07:34,120 Yeah. 172 00:07:34,120 --> 00:07:36,280 So when you talk about customer experience, the reason why we have this term customer 173 00:07:36,280 --> 00:07:41,400 experience is because it's how the customer feels at the end of the experience, taking 174 00:07:41,400 --> 00:07:44,760 into account all of the different touch points with your company. 175 00:07:44,760 --> 00:07:52,720 And the basis of this is because people remember things that have an emotional context. 176 00:07:52,720 --> 00:07:55,800 And because emotions and memory glue. 177 00:07:55,800 --> 00:08:01,920 And I've got a story I want to share with our listeners about an example of this. 178 00:08:01,920 --> 00:08:06,400 So in a customer service course I've been running for years, I said this was many years 179 00:08:06,400 --> 00:08:09,080 ago, I teach more customer centricity now and customer experience. 180 00:08:09,080 --> 00:08:13,240 But I used to say, okay, stand up, find a partner and have a chat to them about a customer 181 00:08:13,240 --> 00:08:17,680 experience where you were the customer and you received an incredible customer experience. 182 00:08:17,680 --> 00:08:20,720 And then I listened to the stories over the last 25, 30 years, I've been listening to 183 00:08:20,720 --> 00:08:23,680 these stories and have a guess what they are always about. 184 00:08:23,680 --> 00:08:24,680 They're always about two things. 185 00:08:24,680 --> 00:08:25,680 So it was a great experience. 186 00:08:25,680 --> 00:08:26,680 Yes. 187 00:08:26,680 --> 00:08:28,760 Actually, no, sorry, let's start with the bad experiences. 188 00:08:28,760 --> 00:08:32,880 So I say, okay, stand up, share a story with a partner where you had a bad experience as 189 00:08:32,880 --> 00:08:33,880 a customer. 190 00:08:33,880 --> 00:08:34,880 Okay. 191 00:08:34,880 --> 00:08:35,880 I mean, have a guess what those two things are always about. 192 00:08:35,880 --> 00:08:36,880 They didn't listen. 193 00:08:36,880 --> 00:08:37,880 That's part of it. 194 00:08:37,880 --> 00:08:41,920 But it's I didn't get what I wanted. 195 00:08:41,920 --> 00:08:42,920 Yes. 196 00:08:42,920 --> 00:08:45,480 Or I was treated poorly. 197 00:08:45,480 --> 00:08:46,480 That's it. 198 00:08:46,480 --> 00:08:47,480 Yep. 199 00:08:47,480 --> 00:08:48,480 They're the two stories. 200 00:08:48,480 --> 00:08:51,600 So when you're listening to thousands of stories, it's always I didn't get something I wanted 201 00:08:51,600 --> 00:08:53,280 or I was treated badly. 202 00:08:53,280 --> 00:08:54,280 That's the bad stories. 203 00:08:54,280 --> 00:08:56,360 Now, I've been listening to the good stories. 204 00:08:56,360 --> 00:09:01,720 So tell a partner a great experience where you were a customer, you had a great experience 205 00:09:01,720 --> 00:09:03,720 and they again fall into two categories. 206 00:09:03,720 --> 00:09:04,720 Have a guess. 207 00:09:04,720 --> 00:09:09,320 Well, I'm going to go with the opposite of what I just said, which is they felt heard. 208 00:09:09,320 --> 00:09:11,280 Well, that's a part of it. 209 00:09:11,280 --> 00:09:13,840 But that doesn't create the category. 210 00:09:13,840 --> 00:09:14,840 Keep guessing. 211 00:09:14,840 --> 00:09:16,160 It's similar to the poor one. 212 00:09:16,160 --> 00:09:20,840 So I said in the poor one, I didn't get something that I wanted. 213 00:09:20,840 --> 00:09:21,840 So what's the opposite? 214 00:09:21,840 --> 00:09:22,840 I got something that I wanted. 215 00:09:22,840 --> 00:09:23,840 Okay. 216 00:09:23,840 --> 00:09:24,840 Well, that's hilarious. 217 00:09:24,840 --> 00:09:27,400 That's what I was expecting that I got what I wanted. 218 00:09:27,400 --> 00:09:28,400 So you go off and tell people. 219 00:09:28,400 --> 00:09:31,240 No, if you get what you want, you tell no one. 220 00:09:31,240 --> 00:09:32,240 No. 221 00:09:32,240 --> 00:09:34,880 The statistics are that if you get what you wanted, what you expected. 222 00:09:34,880 --> 00:09:36,640 You got above and beyond. 223 00:09:36,640 --> 00:09:37,640 You've got to get more. 224 00:09:37,640 --> 00:09:42,100 So 10% of the stories, you got more than what you wanted. 225 00:09:42,100 --> 00:09:44,300 And so it's elevated your emotional state. 226 00:09:44,300 --> 00:09:48,160 And if you go in expecting something and you get what you're expecting, it doesn't change 227 00:09:48,160 --> 00:09:49,160 your emotional state at all. 228 00:09:49,160 --> 00:09:51,920 So it doesn't create that memory glue to remember that situation. 229 00:09:51,920 --> 00:09:56,000 So you don't walk away telling all your friends, hey, I went into this shop and I got what 230 00:09:56,000 --> 00:09:57,000 I wanted. 231 00:09:57,000 --> 00:09:58,820 You tell no one. 232 00:09:58,820 --> 00:10:02,160 But if you get more, it elevates your emotional state. 233 00:10:02,160 --> 00:10:03,160 Okay. 234 00:10:03,160 --> 00:10:04,160 But that's only 10% of the stories. 235 00:10:04,160 --> 00:10:06,360 I'm going to ask you, Michelle, and it's really difficult. 236 00:10:06,360 --> 00:10:07,360 Okay. 237 00:10:07,360 --> 00:10:09,320 Guess what the 90% of stories are about. 238 00:10:09,320 --> 00:10:11,920 So these are great experiences. 239 00:10:11,920 --> 00:10:15,200 I asked people to share their great experiences and have a guess what 90% of the stories are 240 00:10:15,200 --> 00:10:16,200 about. 241 00:10:16,200 --> 00:10:17,200 I don't know. 242 00:10:17,200 --> 00:10:18,200 You tell me. 243 00:10:18,200 --> 00:10:19,200 Sorry. 244 00:10:19,200 --> 00:10:20,200 I can't. 245 00:10:20,200 --> 00:10:24,580 I'm putting people on the spot. 246 00:10:24,580 --> 00:10:27,200 It's that the company started with a mistake. 247 00:10:27,200 --> 00:10:28,200 Okay. 248 00:10:28,200 --> 00:10:33,480 But then they fixed it beyond your expectations. 249 00:10:33,480 --> 00:10:37,080 And the reason being is, and this goes back to the memory glue bit, when a company makes 250 00:10:37,080 --> 00:10:39,280 a mistake at the start, how would you feel? 251 00:10:39,280 --> 00:10:40,280 Yeah. 252 00:10:40,280 --> 00:10:41,280 You feel annoyed. 253 00:10:41,280 --> 00:10:44,400 So you've got the emotions of frustration and annoyance. 254 00:10:44,400 --> 00:10:47,960 But then when they fix it beyond your expectations, how do they now feel? 255 00:10:47,960 --> 00:10:49,920 That you've gone above and beyond. 256 00:10:49,920 --> 00:10:50,920 And they feel elated. 257 00:10:50,920 --> 00:10:51,920 Yes. 258 00:10:51,920 --> 00:10:54,360 So there's this massive shift in their emotional state. 259 00:10:54,360 --> 00:10:58,320 And because there's this massive shift in their emotional state, that's the memory glue 260 00:10:58,320 --> 00:11:00,400 that makes them remember the experience. 261 00:11:00,400 --> 00:11:01,400 That's right. 262 00:11:01,400 --> 00:11:06,520 So there's the opportunity for that business, either the memories that they're bad, and 263 00:11:06,520 --> 00:11:10,800 so they tell all on sundry, I bought this and it's crap, it broke or whatever. 264 00:11:10,800 --> 00:11:15,560 And they were really rude to me, no customer support, or turn it around. 265 00:11:15,560 --> 00:11:18,680 This happened, but they went and they did this for me and they did this. 266 00:11:18,680 --> 00:11:23,680 So then it's almost like they personally went out of their way to help you. 267 00:11:23,680 --> 00:11:24,680 Yeah. 268 00:11:24,680 --> 00:11:29,560 And that shift in your emotional state. 269 00:11:29,560 --> 00:11:30,880 So I want to tell you a quick story. 270 00:11:30,880 --> 00:11:33,360 Actually, it's not such a quick story, but I'll tell it anyway. 271 00:11:33,360 --> 00:11:37,040 So many, many years ago, my captain said to me at the end of the financial year, you need 272 00:11:37,040 --> 00:11:38,040 to spend some money. 273 00:11:38,040 --> 00:11:39,040 I said, why? 274 00:11:39,040 --> 00:11:40,040 He said, oh, you're going to have a big tax bill. 275 00:11:40,040 --> 00:11:42,160 If you don't, you need to have some expenses. 276 00:11:42,160 --> 00:11:43,160 What do you need in the company? 277 00:11:43,160 --> 00:11:44,160 I said, I don't need anything. 278 00:11:44,160 --> 00:11:46,480 He said, well, you're a speaker, go and buy some speakers. 279 00:11:46,480 --> 00:11:47,480 He was joking, right? 280 00:11:47,480 --> 00:11:48,480 But I took him seriously. 281 00:11:48,480 --> 00:11:53,320 I wasn't going to write these off, but I went off because it made me think I've always wanted 282 00:11:53,320 --> 00:11:54,720 to buy those little Bose cubes. 283 00:11:54,720 --> 00:11:55,720 Have you seen those? 284 00:11:55,720 --> 00:11:56,720 I have, my parents have them. 285 00:11:56,720 --> 00:11:57,720 Yeah, they're amazing. 286 00:11:57,720 --> 00:12:02,120 Anyway, so I walked into the Bose store and I was looking at these cubes and he said to 287 00:12:02,120 --> 00:12:04,040 me, oh, have you seen the new Bose television? 288 00:12:04,040 --> 00:12:05,040 I said, Bose don't make a TV. 289 00:12:05,040 --> 00:12:06,040 He said, they do now. 290 00:12:06,040 --> 00:12:10,240 He took me into this room and he turned it on and the room filled with sound. 291 00:12:10,240 --> 00:12:12,000 And I said, oh, where did you hide the speakers? 292 00:12:12,000 --> 00:12:13,000 He said, no, they're in the TV. 293 00:12:13,000 --> 00:12:14,000 I said, no, couldn't be. 294 00:12:14,000 --> 00:12:15,000 I heard a helicopter behind me. 295 00:12:15,000 --> 00:12:16,000 He said, that's what the TV does. 296 00:12:16,000 --> 00:12:21,800 Anyway, so I bought that TV and I stuck it on my wall and I filled the house full of 297 00:12:21,800 --> 00:12:24,000 sound and beautiful pictures. 298 00:12:24,000 --> 00:12:27,480 And then a couple of years later, we decided to move up north. 299 00:12:27,480 --> 00:12:29,400 We went up to Noosa for a year. 300 00:12:29,400 --> 00:12:33,040 And so I took the TV up there, put it on the wall and filled that house full of sound and 301 00:12:33,040 --> 00:12:34,040 pictures. 302 00:12:34,040 --> 00:12:37,320 And then I noticed a couple of pixels had gone on the screen. 303 00:12:37,320 --> 00:12:41,040 And so this is quite a few years ago and this is in the early days of flat screens and stuff. 304 00:12:41,040 --> 00:12:42,040 And I noticed the pixels had gone. 305 00:12:42,040 --> 00:12:46,200 So I rang Bose and I said, hey, look, there's a couple of pixels gone on my TV. 306 00:12:46,200 --> 00:12:47,400 Can you fix it? 307 00:12:47,400 --> 00:12:49,840 And they said, oh, Mr Newman, that's not good. 308 00:12:49,840 --> 00:12:50,840 When are you going to be home? 309 00:12:50,840 --> 00:12:51,840 I said, I'm home a week. 310 00:12:51,840 --> 00:12:53,680 They said, oh, what day is good for you? 311 00:12:53,680 --> 00:12:54,680 I said, any day. 312 00:12:54,680 --> 00:12:56,760 They said, no, but what day is best for you? 313 00:12:56,760 --> 00:12:57,760 And I said, Tuesday. 314 00:12:57,760 --> 00:12:59,200 And they said, what time on Tuesday? 315 00:12:59,200 --> 00:13:00,200 I said, any time. 316 00:13:00,200 --> 00:13:01,600 They said, what time is best for you on Tuesday? 317 00:13:01,600 --> 00:13:02,600 I said, 10 o'clock. 318 00:13:02,600 --> 00:13:07,120 10 o'clock, they rock up, they walk in, they look at the TV and they go, hmm. 319 00:13:07,120 --> 00:13:10,160 And they walk back, they take it off the wall and they start walking out to the truck. 320 00:13:10,160 --> 00:13:12,080 And I said, oh, when am I going to get my TV back? 321 00:13:12,080 --> 00:13:14,000 And they said, hold on for a second, please, Mr Newman. 322 00:13:14,000 --> 00:13:15,560 And they came back in with a box. 323 00:13:15,560 --> 00:13:19,240 They took another TV out of a box, put it on the wall and turned it on. 324 00:13:19,240 --> 00:13:22,880 And I said, you're going to lend me a TV whilst you fix my TV. 325 00:13:22,880 --> 00:13:24,160 They said, no, that's your TV, Mr Newman. 326 00:13:24,160 --> 00:13:25,160 I said, no, it's not. 327 00:13:25,160 --> 00:13:26,160 You've taken mine to the truck. 328 00:13:26,160 --> 00:13:27,160 They said, no, that's your TV. 329 00:13:27,160 --> 00:13:28,160 I said, what are you going to do with the other one? 330 00:13:28,160 --> 00:13:31,000 They said, we're going to take it away to see what could possibly have caused it to 331 00:13:31,000 --> 00:13:32,800 stop working the way we need it. 332 00:13:32,800 --> 00:13:33,800 Have a great day. 333 00:13:33,800 --> 00:13:34,800 And I went, wow. 334 00:13:34,800 --> 00:13:37,320 And so, and but this was out of warranty. 335 00:13:37,320 --> 00:13:38,320 This was out of warranty. 336 00:13:38,320 --> 00:13:42,040 But that is also looking at the feedback loop. 337 00:13:42,040 --> 00:13:46,800 So rather than taking it as a criticism, they're deep diving to get information from that. 338 00:13:46,800 --> 00:13:47,800 That's right. 339 00:13:47,800 --> 00:13:48,800 But it wasn't the product. 340 00:13:48,800 --> 00:13:51,200 See, I was a little disappointed that I lost a couple of pixels. 341 00:13:51,200 --> 00:13:55,040 It was just a couple of pixels, but I was amazed with the way they treated me and the 342 00:13:55,040 --> 00:13:56,040 TV was out of warranty. 343 00:13:56,040 --> 00:13:57,040 Yeah. 344 00:13:57,040 --> 00:13:58,040 But it was a brand new product. 345 00:13:58,040 --> 00:14:00,240 It was the first time they've released this to the market. 346 00:14:00,240 --> 00:14:04,360 Anyway, so moved back to Sydney, took that TV back down there, stuck it on a wall in 347 00:14:04,360 --> 00:14:06,640 Sydney, filled the house full of sand again. 348 00:14:06,640 --> 00:14:12,180 And I think it was two or three years later, a couple of pixels went on that TV. 349 00:14:12,180 --> 00:14:13,180 And so I thought, I'll get this fixed. 350 00:14:13,180 --> 00:14:16,920 So I rang up those and they said, I'm sorry, Mr Newman, we don't make that TV anymore. 351 00:14:16,920 --> 00:14:21,160 I said, oh, oh, can you fix it at least? 352 00:14:21,160 --> 00:14:23,560 And they said, can we give you a bigger one? 353 00:14:23,560 --> 00:14:24,560 I meant, pardon? 354 00:14:24,560 --> 00:14:29,140 And they said, but all we ask is that you that you pay for delivery and installation 355 00:14:29,140 --> 00:14:30,400 because we outsource it. 356 00:14:30,400 --> 00:14:31,400 I said, yeah, sure. 357 00:14:31,400 --> 00:14:36,460 So they rocked up and they put a bigger television on my wall and took the old one away. 358 00:14:36,460 --> 00:14:38,480 And all I had to do is pay for the delivery. 359 00:14:38,480 --> 00:14:39,480 And I remember that experience. 360 00:14:39,480 --> 00:14:42,760 And I've told that to many, many people in my customer service courses and customer experiences 361 00:14:42,760 --> 00:14:45,560 courses because like I didn't expect any of that. 362 00:14:45,560 --> 00:14:50,000 They went way, way, way above and beyond, but it was a new product. 363 00:14:50,000 --> 00:14:53,880 They're trying to obviously get it to be in, get it out into the market. 364 00:14:53,880 --> 00:14:56,480 And so they changed the way I felt. 365 00:14:56,480 --> 00:14:57,480 And I remember that story. 366 00:14:57,480 --> 00:14:58,480 And I'll tell thousands of people. 367 00:14:58,480 --> 00:15:00,720 I'm telling them on the podcast now. 368 00:15:00,720 --> 00:15:01,720 Do you still have the television? 369 00:15:01,720 --> 00:15:07,040 No, regrettably, I moved again and it was too big for the wall on the place I moved 370 00:15:07,040 --> 00:15:08,040 into. 371 00:15:08,040 --> 00:15:09,040 So I did sell it. 372 00:15:09,040 --> 00:15:12,920 And the person I sold it to was extremely delighted by it and no doubt filling their 373 00:15:12,920 --> 00:15:14,640 house full of sound and pictures. 374 00:15:14,640 --> 00:15:21,280 And yeah, that experience really sticks in my memory because of the way they made me 375 00:15:21,280 --> 00:15:22,280 feel. 376 00:15:22,280 --> 00:15:23,280 It was a mistake. 377 00:15:23,280 --> 00:15:25,520 They went above and beyond to fix it. 378 00:15:25,520 --> 00:15:29,640 Even if they didn't give me a new TV, just the way they treated me was extraordinary. 379 00:15:29,640 --> 00:15:34,320 And I'll remember that forever. 380 00:15:34,320 --> 00:15:36,760 Do you have any experiences like that? 381 00:15:36,760 --> 00:15:44,680 I have recently had an experience where I was gifted a spa day experience and it was 382 00:15:44,680 --> 00:15:45,680 a treat. 383 00:15:45,680 --> 00:15:46,680 The kids weren't home. 384 00:15:46,680 --> 00:15:53,280 And so I've locked out half a day and went up there and was just excited that, you know, 385 00:15:53,280 --> 00:15:56,440 I was indulging. 386 00:15:56,440 --> 00:16:03,600 And it didn't quite meet the mark of my expectation again. 387 00:16:03,600 --> 00:16:09,480 I don't want to lower my expectations, but what the product or the treatment was meant 388 00:16:09,480 --> 00:16:16,720 to be was a massage, a relaxation massage and hot stones for a certain amount of time 389 00:16:16,720 --> 00:16:19,920 and then a facial for a certain amount of time. 390 00:16:19,920 --> 00:16:25,640 And I was anticipating, you know, being so relaxed that I was drooling on both of them. 391 00:16:25,640 --> 00:16:27,640 I can picture that. 392 00:16:27,640 --> 00:16:30,280 I was really, really needing that. 393 00:16:30,280 --> 00:16:38,360 Anyway, the massage went for double the time allocated, which would have ordinarily been 394 00:16:38,360 --> 00:16:39,360 lovely. 395 00:16:39,360 --> 00:16:41,360 However, it was torture. 396 00:16:41,360 --> 00:16:45,400 So it wasn't a relaxing massage for the hot stones that you're expecting. 397 00:16:45,400 --> 00:16:47,000 No, no hot stones in sight. 398 00:16:47,000 --> 00:16:53,680 It would have been a relief, but it was quite vigorous and a strong, very strong massage. 399 00:16:53,680 --> 00:16:56,440 Torturous by the sounds of it. 400 00:16:56,440 --> 00:17:00,960 She was, she had muscles on it, but she was just like getting right in there and I probably 401 00:17:00,960 --> 00:17:03,360 needed it, but I didn't enjoy it. 402 00:17:03,360 --> 00:17:04,760 Did you mention to her during that? 403 00:17:04,760 --> 00:17:05,760 I did. 404 00:17:05,760 --> 00:17:08,760 I repeated, please, just a little softer, a little softer. 405 00:17:08,760 --> 00:17:12,360 And then I just, you know, harnessed that, you know, almost meditating. 406 00:17:12,360 --> 00:17:13,360 I'll be over soon. 407 00:17:13,360 --> 00:17:14,360 It'll be over soon. 408 00:17:14,360 --> 00:17:18,640 That's not the state you want to be in when you're having a relaxing massage. 409 00:17:18,640 --> 00:17:20,520 That's gonna be fitting. 410 00:17:20,520 --> 00:17:23,240 And yeah, just kept going. 411 00:17:23,240 --> 00:17:29,600 And then because it had gone so long, my mass, my facial, sorry, was reduced to 20 minutes 412 00:17:29,600 --> 00:17:32,120 instead of 45 instead of 45. 413 00:17:32,120 --> 00:17:35,320 And the facial, I was just drifting off. 414 00:17:35,320 --> 00:17:37,080 It was beautiful. 415 00:17:37,080 --> 00:17:40,480 And she's like, okay, well, we're going to stop now because your facial went over, your 416 00:17:40,480 --> 00:17:41,480 massage went over time. 417 00:17:41,480 --> 00:17:43,240 I was like, no. 418 00:17:43,240 --> 00:17:50,640 So I got dressed and, you know, finished up and I thought, oh, okay, I'm not going to 419 00:17:50,640 --> 00:17:51,640 say anything. 420 00:17:51,640 --> 00:17:53,200 I just want to come back. 421 00:17:53,200 --> 00:18:00,000 And it was only when I mentioned to the person that gave me the gift that it, you know, was 422 00:18:00,000 --> 00:18:05,200 a little different, but very grateful for the gift. 423 00:18:05,200 --> 00:18:08,220 And so they said, well, you know, say something. 424 00:18:08,220 --> 00:18:09,440 So I did. 425 00:18:09,440 --> 00:18:14,160 I went back up and said, look, it wasn't what it was advertised as. 426 00:18:14,160 --> 00:18:21,000 And the manager, rather than just dismissing me, she made an appointment to see me, to 427 00:18:21,000 --> 00:18:27,480 sit down with me, go through exactly getting my feedback on what my expectations were and 428 00:18:27,480 --> 00:18:34,840 how I felt and asked what they could do to change that. 429 00:18:34,840 --> 00:18:41,840 And so they gifted me or gave me another opportunity to have that treatment as it should be, as 430 00:18:41,840 --> 00:18:43,560 what my expectation was. 431 00:18:43,560 --> 00:18:44,560 And it was amazing. 432 00:18:44,560 --> 00:18:51,280 And I tell, and so then I purchased a facial for my mom and, you know, it's like, oh, I'll 433 00:18:51,280 --> 00:18:53,000 recommend this place to people. 434 00:18:53,000 --> 00:18:58,880 And yeah, it's so a few people have actually gone there based on my recommendations about 435 00:18:58,880 --> 00:18:59,920 how great they were. 436 00:18:59,920 --> 00:19:05,000 And like you said, it was because of something that didn't quite go as it should have. 437 00:19:05,000 --> 00:19:09,160 There was the opportunity and they exceeded my expectation. 438 00:19:09,160 --> 00:19:13,000 I was drooling in both. 439 00:19:13,000 --> 00:19:14,000 Very relaxing. 440 00:19:14,000 --> 00:19:21,040 And we often, I read a lot of Google reviews and things and the nasty reviews or the reviews 441 00:19:21,040 --> 00:19:28,560 that aren't positive about a business or an experience, the opportunity is there for the 442 00:19:28,560 --> 00:19:31,440 people, the business being reviewed to respond. 443 00:19:31,440 --> 00:19:38,320 Now those that respond with maybe attacking the reviewer, I side with the reviewer. 444 00:19:38,320 --> 00:19:43,520 It's like, okay, maybe there's truth to what this review is saying because everybody's 445 00:19:43,520 --> 00:19:45,360 perception is different. 446 00:19:45,360 --> 00:19:52,440 The businesses that respond to the review acknowledging that they have actually not 447 00:19:52,440 --> 00:19:58,320 lived up to the reviewers' expectation and then giving them an opportunity, an explanation 448 00:19:58,320 --> 00:20:02,880 and an opportunity to come in and to actually talk about it. 449 00:20:02,880 --> 00:20:04,920 And how can we fix this? 450 00:20:04,920 --> 00:20:09,920 Even if it's something quite terrible that's being reviewed, I consider that business, 451 00:20:09,920 --> 00:20:10,920 you know what? 452 00:20:10,920 --> 00:20:11,920 I'd give them a go. 453 00:20:11,920 --> 00:20:12,920 Yeah. 454 00:20:12,920 --> 00:20:13,920 Yeah. 455 00:20:13,920 --> 00:20:14,920 Yeah. 456 00:20:14,920 --> 00:20:16,840 Because they're prepared to talk about any potential mistakes that they've made or improvements 457 00:20:16,840 --> 00:20:17,840 that they can make. 458 00:20:17,840 --> 00:20:23,680 You can have lunatics who make comments because they can make them. 459 00:20:23,680 --> 00:20:24,680 That's right. 460 00:20:24,680 --> 00:20:25,680 Anyone can comment these. 461 00:20:25,680 --> 00:20:26,680 Anonymous. 462 00:20:26,680 --> 00:20:27,680 Anonymously. 463 00:20:27,680 --> 00:20:28,680 Yeah. 464 00:20:28,680 --> 00:20:35,920 It's the memory glue that was created when they fixed it beyond your expectations. 465 00:20:35,920 --> 00:20:36,920 That's right. 466 00:20:36,920 --> 00:20:41,680 So Bose, I've used Bose products and I probably would go back and use Bose now based on what 467 00:20:41,680 --> 00:20:42,680 you've just mentioned. 468 00:20:42,680 --> 00:20:43,680 I'm wearing some Bose headphones right now. 469 00:20:43,680 --> 00:20:44,680 You are. 470 00:20:44,680 --> 00:20:48,360 Bose, if you want to sponsor us, Bollinger still hasn't got in touch. 471 00:20:48,360 --> 00:20:49,360 We're waiting. 472 00:20:49,360 --> 00:20:50,360 Bollinger, where are you? 473 00:20:50,360 --> 00:20:51,360 France. 474 00:20:51,360 --> 00:20:52,360 But come on. 475 00:20:52,360 --> 00:20:54,040 It's not that far away. 476 00:20:54,040 --> 00:20:55,040 We have the internet. 477 00:20:55,040 --> 00:20:56,040 You can get in contact. 478 00:20:56,040 --> 00:20:57,160 Let us know. 479 00:20:57,160 --> 00:20:58,160 Come on. 480 00:20:58,160 --> 00:21:01,720 That first podcast that we did all those months ago and we opened up a nice bottle of Bollinger 481 00:21:01,720 --> 00:21:05,000 and we gave them all that free advertising and they still haven't reached out. 482 00:21:05,000 --> 00:21:11,040 So Bose, if you're listening, because we're listening to our podcast through Bose headphones. 483 00:21:11,040 --> 00:21:12,040 That's right. 484 00:21:12,040 --> 00:21:13,040 I flew with Bose headphones. 485 00:21:13,040 --> 00:21:14,040 Did you? 486 00:21:14,040 --> 00:21:15,040 I did. 487 00:21:15,040 --> 00:21:16,040 When you were a pilot? 488 00:21:16,040 --> 00:21:17,040 Yeah. 489 00:21:17,040 --> 00:21:18,040 Yeah. 490 00:21:18,040 --> 00:21:19,040 Okay. 491 00:21:19,040 --> 00:21:20,040 Great. 492 00:21:20,040 --> 00:21:21,040 Fantastic product. 493 00:21:21,040 --> 00:21:22,040 Yeah. 494 00:21:22,040 --> 00:21:23,040 Noise canceling and everything. 495 00:21:23,040 --> 00:21:24,040 Beautiful. 496 00:21:24,040 --> 00:21:25,040 How do we tie this into leadership? 497 00:21:25,040 --> 00:21:31,840 How do we tie this memory glue into leadership and what can leaders learn? 498 00:21:31,840 --> 00:21:37,480 Well, if they can invoke an emotion, if a leader can invoke an emotion within their 499 00:21:37,480 --> 00:21:41,480 team, now there's a chance here it can go either way. 500 00:21:41,480 --> 00:21:51,840 So you are able to create a positive emotion, an emotion that the people in your team take 501 00:21:51,840 --> 00:21:53,520 personally. 502 00:21:53,520 --> 00:21:55,720 They can see that and they can feel it. 503 00:21:55,720 --> 00:22:02,840 So they have an association to whatever you've just done or said and they can recall it. 504 00:22:02,840 --> 00:22:08,120 They can probably even recall the seat they were sitting in, what they were wearing, maybe 505 00:22:08,120 --> 00:22:15,640 if there was food involved, but they are then more likely to take ownership and to follow. 506 00:22:15,640 --> 00:22:16,640 Yeah. 507 00:22:16,640 --> 00:22:19,720 I ask a lot of leaders this question. 508 00:22:19,720 --> 00:22:25,640 Go back in your history and think about leaders who have had a great impact on you. 509 00:22:25,640 --> 00:22:32,160 I found that the one thing that makes their previous leaders, the leaders that they've 510 00:22:32,160 --> 00:22:38,400 learned from, memorable is that they felt appreciated. 511 00:22:38,400 --> 00:22:42,960 The leader that they look up to made them feel appreciated. 512 00:22:42,960 --> 00:22:46,520 So we've spoken about this a little bit, I think, in another podcast where you don't 513 00:22:46,520 --> 00:22:48,880 appreciate results. 514 00:22:48,880 --> 00:22:54,440 You measure results, you celebrate results, but you show appreciation for effort. 515 00:22:54,440 --> 00:22:59,800 One of the things leaders need to spend a lot more time doing is showing appreciation 516 00:22:59,800 --> 00:23:05,080 for effort because when I do surveys, I do these 360 degree surveys where the leader 517 00:23:05,080 --> 00:23:08,960 is evaluated by their leader, their peers and their team. 518 00:23:08,960 --> 00:23:12,080 I always ask the leaders, how much appreciation do you show your team? 519 00:23:12,080 --> 00:23:17,120 Then they give themselves a rating out of 10 and then I ask their team how appreciated 520 00:23:17,120 --> 00:23:20,120 and do you feel, how much appreciation does your leader show you? 521 00:23:20,120 --> 00:23:24,160 Then I get a figure out of 10 and there's always a discrepancy of two. 522 00:23:24,160 --> 00:23:29,680 The team will always rate the leader two points lower than what they think. 523 00:23:29,680 --> 00:23:33,200 It's one of the biggest complaints people make when they leave an organization, I didn't 524 00:23:33,200 --> 00:23:34,840 feel appreciated. 525 00:23:34,840 --> 00:23:40,600 Showing appreciation for people's efforts is one way to make them feel or feel appreciated, 526 00:23:40,600 --> 00:23:44,280 obviously, but then develop that memory glue where you look back and you look at that leader 527 00:23:44,280 --> 00:23:47,720 and you think, yeah, I really looked up to that leader because of the way they made me 528 00:23:47,720 --> 00:23:51,680 feel and the reason why they did that is they showed appreciation for effort. 529 00:23:51,680 --> 00:23:59,400 Yeah, I've discussed previously when I was in an airline and change of management CEO 530 00:23:59,400 --> 00:24:08,800 and then the business and it was definitely the leader who came in, recognized everybody's 531 00:24:08,800 --> 00:24:16,920 effort but then did it in such a way that you wanted to contribute, you wanted to add. 532 00:24:16,920 --> 00:24:23,560 It became part of your family almost, this business that personified the business and 533 00:24:23,560 --> 00:24:29,200 you wanted to go out of your way to help, to go the extra, to do bad days, bad weather 534 00:24:29,200 --> 00:24:37,200 days and going over time and going into discretion and they can ask and if you're not feeling 535 00:24:37,200 --> 00:24:43,840 appreciated, then you're like, no, and you are legally entitled to say no and just to 536 00:24:43,840 --> 00:24:48,600 walk away, stranding passengers but you're within your rights. 537 00:24:48,600 --> 00:24:55,200 Whereas if you feel appreciated and this is each person did that as well but the overlying 538 00:24:55,200 --> 00:25:00,720 feeling and culture amongst the teams was from the top. 539 00:25:00,720 --> 00:25:05,120 You did go the extra mile and you're like, of course I'll do that. 540 00:25:05,120 --> 00:25:09,040 And Simon Sinek talks about that in one of his TED Talks. 541 00:25:09,040 --> 00:25:14,400 He talks about how if you create this culture of safety where people feel psychologically 542 00:25:14,400 --> 00:25:18,080 safe and part of it is the appreciation and being connected to something, then the people 543 00:25:18,080 --> 00:25:22,200 will give you their blood, sweat and tears but if they don't feel like that, why would 544 00:25:22,200 --> 00:25:23,200 they go above and beyond? 545 00:25:23,200 --> 00:25:27,920 Why would they go above and beyond for you if they don't feel safe, connected, part of 546 00:25:27,920 --> 00:25:33,280 a, not a family but a familial atmosphere? 547 00:25:33,280 --> 00:25:34,720 Why would they go above and beyond? 548 00:25:34,720 --> 00:25:38,240 Well I know people that say I don't get paid enough, I don't get paid for that, that's 549 00:25:38,240 --> 00:25:41,680 not in my pay scale and I kind of feel sorry for them. 550 00:25:41,680 --> 00:25:43,040 Do you know what they're actually saying? 551 00:25:43,040 --> 00:25:46,720 Because there's much research into pay. 552 00:25:46,720 --> 00:25:53,680 Once people get a fair and equitable salary, it's not a motivating factor. 553 00:25:53,680 --> 00:25:58,240 What becomes a motivating factor in a workplace and I got this from Dan Pink is autonomy, 554 00:25:58,240 --> 00:25:59,600 mastery and purpose. 555 00:25:59,600 --> 00:26:03,040 So connecting to something bigger than your job which is purpose, mastery, being able 556 00:26:03,040 --> 00:26:07,760 to improve and autonomy, feeling like you've got some sort of control over what you do 557 00:26:07,760 --> 00:26:10,640 and then obviously feeling appreciated would add into that factor. 558 00:26:10,640 --> 00:26:15,560 So yeah, when I hear people say I don't get paid enough for that, what I'm hearing is 559 00:26:15,560 --> 00:26:20,280 I get paid but I don't feel good. 560 00:26:20,280 --> 00:26:23,560 And so what they're doing is they don't feel good, they don't feel appreciated and so they 561 00:26:23,560 --> 00:26:27,600 link it to their salary but it's actually not the salary from the research that I've 562 00:26:27,600 --> 00:26:28,600 seen. 563 00:26:28,600 --> 00:26:31,040 It's based on how they feel within the organisation. 564 00:26:31,040 --> 00:26:36,440 And I can pretty much guarantee it's also not connected to cupcakes. 565 00:26:36,440 --> 00:26:40,720 The cupcakes they bring up once a year just to tick that box and yes, we've done that 566 00:26:40,720 --> 00:26:42,080 particular day. 567 00:26:42,080 --> 00:26:45,120 Yeah, that's interesting. 568 00:26:45,120 --> 00:26:49,440 Alright, so I think we could wrap this one up. 569 00:26:49,440 --> 00:26:54,560 Memory glue, it's the emotions that come into your body when you're experiencing certain 570 00:26:54,560 --> 00:26:57,120 emotions. 571 00:26:57,120 --> 00:27:01,280 They create strong memories and that's important for kids' birthdays. 572 00:27:01,280 --> 00:27:06,040 Kids don't remember the presents, they remember how they felt at school, they don't remember 573 00:27:06,040 --> 00:27:10,520 who wore what, they remember how people made them feel and then in customer service it's 574 00:27:10,520 --> 00:27:12,320 how you make people feel. 575 00:27:12,320 --> 00:27:16,720 And also in the workplace, part of your career, you know, we spend at least eight hours a 576 00:27:16,720 --> 00:27:17,960 day doing it. 577 00:27:17,960 --> 00:27:24,560 Yeah, if you feel part of the team, like you're being appreciated, you're contributing, you're 578 00:27:24,560 --> 00:27:27,560 making a difference. 579 00:27:27,560 --> 00:27:32,840 Alright, we think the world will be a better place with more dogs? 580 00:27:32,840 --> 00:27:33,840 Affirmative, yes. 581 00:27:33,840 --> 00:27:34,840 Affirmative. 582 00:27:34,840 --> 00:27:35,840 More dogs. 583 00:27:35,840 --> 00:27:36,840 Bollinger, where are you? 584 00:27:36,840 --> 00:27:37,840 We're waiting. 585 00:27:37,840 --> 00:27:38,840 And bows if you want to drop us a line. 586 00:27:38,840 --> 00:27:39,840 Bows, you can gazump them. 587 00:27:39,840 --> 00:27:44,120 We're looking for that sponsor. 588 00:27:44,120 --> 00:27:45,120 You have a great day, Michelle. 589 00:27:45,120 --> 00:27:46,120 You too, guy. 590 00:27:46,120 --> 00:27:47,120 Bye. 591 00:27:47,120 --> 00:27:48,120 Well, that was fun. 592 00:27:48,120 --> 00:27:49,120 That was fun. 593 00:27:49,120 --> 00:27:50,120 You're such a clown. 594 00:27:50,120 --> 00:27:51,120 You're such a clown. 595 00:27:51,120 --> 00:27:52,120 Lady captain. 596 00:27:52,120 --> 00:27:53,120 Lady captain. 597 00:27:53,120 --> 00:27:56,120 And who's going to listen to this? 598 00:27:56,120 --> 00:27:57,120 Maybe our moms. 599 00:27:57,120 --> 00:28:24,120 Thanks, mom.