WEBVTT 00:00:09.160 --> 00:00:11.699 Welcome back everybody, this is Food for Thought, 00:00:11.800 --> 00:00:15.480 Thoughts If It Were You by Neogentrics. Now, I 00:00:15.480 --> 00:00:17.160 know I haven't been around for a while and I 00:00:17.160 --> 00:00:19.079 know a lot of stuff has happened between school 00:00:19.079 --> 00:00:22.440 starting back up and the end of the summer. Now, 00:00:22.519 --> 00:00:24.660 a lot of stuff has happened for me as well, there's 00:00:24.660 --> 00:00:26.140 a lot of different things that's been going on 00:00:26.140 --> 00:00:28.820 and I will go into detail on that a little bit 00:00:28.820 --> 00:00:31.339 later because it's not as important now. But, 00:00:31.379 --> 00:00:37.149 I'm sorry for the late upload, but... I am going 00:00:37.149 --> 00:00:41.770 to finish assertive skills today. Okay? So, first 00:00:41.770 --> 00:00:44.369 things first. The topic that I said I was going 00:00:44.369 --> 00:00:46.729 to cover was how to complain effectively. And 00:00:46.729 --> 00:00:49.310 I will finish that. We're going to do that right 00:00:49.310 --> 00:00:52.390 now. With that being said, there was a lot of 00:00:52.390 --> 00:00:55.649 stuff that happened. Like I said before, I went 00:00:55.649 --> 00:00:58.189 home for a while. I came back to school. I mean, 00:00:58.310 --> 00:01:01.329 things between that nature and then people in 00:01:01.329 --> 00:01:06.829 my job being complete. You know. Anyway. Moving 00:01:06.829 --> 00:01:13.129 on to the next topic here. With that being said, 00:01:13.290 --> 00:01:15.409 there are a lot of people out there that cause 00:01:15.409 --> 00:01:18.790 problems. They do a lot of things. They cause 00:01:18.790 --> 00:01:21.650 a lot of issues. It's in our nature to want to 00:01:21.650 --> 00:01:24.409 complain or fuss or fight about it or make a 00:01:24.409 --> 00:01:26.370 big deal about it. But there's a right and a 00:01:26.370 --> 00:01:31.010 wrong way to do it. There are some people who 00:01:31.010 --> 00:01:33.250 are incredibly effective at making complaints. 00:01:34.640 --> 00:01:36.780 And they seem to know instinctively how to pitch 00:01:36.780 --> 00:01:39.760 their problem, what to say, you know, what to 00:01:39.760 --> 00:01:42.480 do to get apologies, refunds, or other satisfactory 00:01:42.480 --> 00:01:46.099 outcomes. Ironically, I'm one of those people, 00:01:46.120 --> 00:01:50.000 but I don't make it a big deal, okay? Unlike 00:01:50.000 --> 00:01:53.359 some people who throw a fit and or a tamper tantrum 00:01:53.359 --> 00:01:56.079 in the middle of a store. That's not very effective. 00:01:56.180 --> 00:01:58.219 It does work, but you'll probably get kicked 00:01:58.219 --> 00:01:59.939 out of the store and not allowed back in there. 00:02:00.519 --> 00:02:03.879 Okay? Other people find that they just seem to 00:02:03.879 --> 00:02:07.260 end up shouting in frustration down the phone. 00:02:07.500 --> 00:02:12.620 So there's that. So what is that the first group 00:02:12.620 --> 00:02:14.599 does that the second group doesn't? I want you 00:02:14.599 --> 00:02:16.560 to stop and consider this for a second. If you 00:02:16.560 --> 00:02:18.319 separate them into two groups, the ones that 00:02:18.319 --> 00:02:20.039 are being belligerent and the ones that aren't, 00:02:20.039 --> 00:02:24.360 what is the difference between them? And then 00:02:24.360 --> 00:02:26.659 ask yourself this question as a follow -up. What 00:02:26.659 --> 00:02:28.740 is an effective complaint? There's a thought 00:02:28.740 --> 00:02:32.780 here. I want you to consider this. a simple number 00:02:32.780 --> 00:02:36.340 of rules that to follow to make your complaint 00:02:36.340 --> 00:02:38.599 more effective. And I want to make sure that 00:02:38.599 --> 00:02:40.280 a lot of people understand what these effective, 00:02:40.539 --> 00:02:43.599 uh, what these rules are. Uh, there's different 00:02:43.599 --> 00:02:45.780 ways to go about it, but you can still get what 00:02:45.780 --> 00:02:48.060 you want. And the people on the other side feel 00:02:48.060 --> 00:02:50.419 good. Like they did you a service in getting 00:02:50.419 --> 00:02:53.159 what they want rather than making everybody unhappy. 00:02:53.419 --> 00:02:56.979 And the only one that's happy is you. Okay. So 00:02:56.979 --> 00:02:59.659 with that, I'll take a short break and then we'll 00:02:59.659 --> 00:03:23.189 get started. So, let's begin. Rule one. Know 00:03:23.189 --> 00:03:26.009 what you want to achieve. You need to have a 00:03:26.009 --> 00:03:28.870 clear vision of what you're trying to do. The 00:03:28.870 --> 00:03:30.870 most effective complaints are those who have 00:03:30.870 --> 00:03:32.710 a clear idea of what they want to achieve from 00:03:32.710 --> 00:03:36.289 their complaint and who set it out clearly to 00:03:36.289 --> 00:03:38.949 the person to whom they are complaining to. Like 00:03:38.949 --> 00:03:42.169 if you want a refund for a product or service 00:03:42.169 --> 00:03:44.150 that didn't live up to your expectations, just 00:03:44.150 --> 00:03:48.539 say so. If a refund won't be enough, then say 00:03:48.539 --> 00:03:54.620 that too. But be nice about it, okay? Being angry 00:03:54.620 --> 00:03:57.080 and irritated with the person trying to help 00:03:57.080 --> 00:03:59.039 you only makes them irritated and it doesn't 00:03:59.039 --> 00:04:01.900 help the situation. If you are simply looking 00:04:01.900 --> 00:04:04.860 for an apology, then make that clear. This makes 00:04:04.860 --> 00:04:06.939 your complaint much easier to deal with and also 00:04:06.939 --> 00:04:09.219 more likely to be resolved to your satisfaction, 00:04:09.620 --> 00:04:14.180 okay? So keep that in mind. Next is the second 00:04:14.180 --> 00:04:18.259 rule. Threaten the company's reputation. Okay. 00:04:19.019 --> 00:04:21.819 Effective complaints threaten to damage the company's 00:04:21.819 --> 00:04:26.220 reputation in some possible way. Not overtly. 00:04:26.779 --> 00:04:30.339 How do I put it? You don't have to say, if you 00:04:30.339 --> 00:04:32.899 don't respond, then I'll go public. It's enough 00:04:32.899 --> 00:04:37.379 just to say, I was really happy with you. I would 00:04:37.379 --> 00:04:39.959 have recommended you to all my friends, but now 00:04:39.959 --> 00:04:43.500 I don't think I will. Okay. That's a more effective 00:04:43.500 --> 00:04:46.339 way to go about it. than saying that you're going 00:04:46.339 --> 00:04:48.480 to go public with it like it's some type of news 00:04:48.480 --> 00:04:52.319 scandal, okay? At that point, it's no longer 00:04:52.319 --> 00:04:54.319 threatening the company's reputation. You're 00:04:54.319 --> 00:04:58.000 just threatening the company, okay? And with 00:04:58.000 --> 00:05:01.160 the second option with this rule, it'll make 00:05:01.160 --> 00:05:03.000 the company concerned and aware that you might 00:05:03.000 --> 00:05:06.860 just start telling your friends about your experience, 00:05:06.980 --> 00:05:10.360 or worse, talking about it on social media, in 00:05:10.360 --> 00:05:13.420 which case you won't have to go to the news. 00:05:13.790 --> 00:05:15.670 or anything, because it'll spread like wildfire 00:05:15.670 --> 00:05:20.389 over the web. Next is rule three. Aim high and 00:05:20.389 --> 00:05:24.230 get personal, okay? Most companies have a designated 00:05:24.230 --> 00:05:26.730 complaint procedure. You will probably get a 00:05:26.730 --> 00:05:28.670 reasonable result if you go through that procedure. 00:05:29.449 --> 00:05:32.290 Typically, that's how that works. However, you'll 00:05:32.290 --> 00:05:35.490 get at least a level of response if you write... 00:05:35.689 --> 00:05:38.370 or email the chief executive directly and by 00:05:38.370 --> 00:05:40.170 name. So make sure you have his name if you can 00:05:40.170 --> 00:05:43.029 get it. You can generally find the details on 00:05:43.029 --> 00:05:45.670 the company's website or via Google, since everything 00:05:45.670 --> 00:05:49.629 is pretty much digital now. And at the worst, 00:05:49.730 --> 00:05:53.069 the chief executive's PA will send you a letter 00:05:53.069 --> 00:05:54.990 or email straight into the general's complaint 00:05:54.990 --> 00:05:58.329 procedure, but it's quite likely that the chief 00:05:58.329 --> 00:06:01.430 executive will at least see your email, that 00:06:01.430 --> 00:06:04.079 you will get... Some kind of at least personal 00:06:04.079 --> 00:06:13.019 response, okay? Next is the fourth rule here, 00:06:13.139 --> 00:06:18.540 okay? Write or go in person. Never phone. Don't 00:06:18.540 --> 00:06:22.439 ever call, okay? And there's a reason for this. 00:06:22.860 --> 00:06:25.079 It is possible to make effective complaints by 00:06:25.079 --> 00:06:27.399 phone, but in general, the odds are stacked against 00:06:27.399 --> 00:06:30.139 you. Consider this. In the first place, you can't 00:06:30.139 --> 00:06:32.709 see who you're talking to. You are therefore 00:06:32.709 --> 00:06:38.009 easy to fob off, if you know what I mean. A very 00:06:38.009 --> 00:06:41.430 junior person may promise to look into it and 00:06:41.430 --> 00:06:44.470 then do nothing. If you write or email the chief 00:06:44.470 --> 00:06:46.649 executive, your complaint is much harder to ignore. 00:06:46.790 --> 00:06:49.029 And if you're standing at the reception desk 00:06:49.029 --> 00:06:52.310 or on the shop floor demanding to see someone 00:06:52.310 --> 00:06:55.149 senior every two or three minutes, you're likely 00:06:55.149 --> 00:06:57.170 to get a faster response because you're basically 00:06:57.170 --> 00:07:00.529 embarrassing them. So there's that to consider. 00:07:02.040 --> 00:07:04.360 Reputational damage is bad news for most companies, 00:07:04.500 --> 00:07:06.939 so they're more likely to cooperate to avoid 00:07:06.939 --> 00:07:09.579 this. If you really have a complaint by phone, 00:07:09.759 --> 00:07:12.399 then they remain focused on what you want to 00:07:12.399 --> 00:07:14.819 achieve and state it clearly. You have to stay 00:07:14.819 --> 00:07:18.699 focused. Make sure that you keep a full record 00:07:18.699 --> 00:07:20.639 of the conversations as well, including the name 00:07:20.639 --> 00:07:23.779 of the person to whom you spoke. If you're not 00:07:23.779 --> 00:07:27.500 satisfied, ask to speak to that person's manager 00:07:27.500 --> 00:07:30.759 or... I'm sorry. And don't allow yourself to 00:07:30.759 --> 00:07:33.560 be fobbed off what he or she is on a coffee break 00:07:33.560 --> 00:07:35.660 right now. Ask when they'll be back and request 00:07:35.660 --> 00:07:39.220 that you get a call back or return at that time, 00:07:39.300 --> 00:07:43.560 okay? Ask for the manager's name. And if they 00:07:43.560 --> 00:07:46.060 don't call back, call again and ask to speak 00:07:46.060 --> 00:07:47.980 to them. Basically, you have to be persistent. 00:07:48.240 --> 00:07:50.560 Don't just hang up and say, okay, well, they 00:07:50.560 --> 00:07:52.920 said they would call me. And then they never 00:07:52.920 --> 00:07:54.600 call you and then you forget about it and it's 00:07:54.600 --> 00:07:57.240 a week. After the event has occurred. And then 00:07:57.240 --> 00:07:59.980 they won't honor any of your complaints. You 00:07:59.980 --> 00:08:07.079 definitely don't want that. Rule 5. Use social 00:08:07.079 --> 00:08:09.300 media. Especially if you don't get an immediate 00:08:09.300 --> 00:08:11.699 response. A complaint expressed via Twitter. 00:08:11.959 --> 00:08:13.879 Especially with the hashtag of the company's 00:08:13.879 --> 00:08:16.540 name. Together with bad customer service. It's 00:08:16.540 --> 00:08:19.160 likely to get a very quick response. Trust me. 00:08:21.439 --> 00:08:23.519 Most large companies have someone monitoring 00:08:23.519 --> 00:08:25.519 their Twitter for any sign of activity about 00:08:25.519 --> 00:08:27.699 them. Again, it's about reputational damage. 00:08:27.800 --> 00:08:31.279 And to make matters even more high profile, aim 00:08:31.279 --> 00:08:34.399 your tweet at the chief executive, if he or she 00:08:34.399 --> 00:08:37.580 is active on Twitter, using their at handle at 00:08:37.580 --> 00:08:40.700 the beginning of their tweet. Your tweet, sorry. 00:08:41.379 --> 00:08:43.740 Make sure that you have spent time crafting your 00:08:43.740 --> 00:08:45.720 tweet carefully to express the nature of your 00:08:45.720 --> 00:08:49.860 complaint or saying how it has taken... how long 00:08:49.860 --> 00:08:52.019 it's taking to respond to your original complaint. 00:08:52.220 --> 00:08:53.860 So there's things of this nature that will help 00:08:53.860 --> 00:08:56.539 you. Those are the first five. I'm going to take 00:08:56.539 --> 00:08:59.100 a short break here and we'll cover the next set, 00:08:59.139 --> 00:09:40.059 okay? So with that, rule six. Expect the unexpected. 00:09:40.460 --> 00:09:43.519 First things first. Don't be thrown by a company's 00:09:43.519 --> 00:09:45.500 response to your complaint. If you've complained 00:09:45.500 --> 00:09:52.299 effectively, you may well get a much higher level 00:09:52.299 --> 00:09:54.639 of response than you were actually expecting. 00:09:55.279 --> 00:09:57.519 Don't be thrown by a company's response in that 00:09:57.519 --> 00:10:01.360 regard. You'll get better responses if you know 00:10:01.360 --> 00:10:07.009 what you're actually asking for. than to leave 00:10:07.009 --> 00:10:11.090 it vague, okay? For example, the chief executive's 00:10:11.090 --> 00:10:14.289 PA or very senior manager may call you and you 00:10:14.289 --> 00:10:16.710 may get a personal email or tweet from the chief 00:10:16.710 --> 00:10:19.029 executive. Whatever the level of response, don't 00:10:19.029 --> 00:10:21.350 feel that you need to jump at the first offer 00:10:21.350 --> 00:10:23.590 made. You can always say, well, that sounds quite 00:10:23.590 --> 00:10:26.960 good. And I'd like that very much, but I'm still 00:10:26.960 --> 00:10:29.580 not confident that you've really taken on board 00:10:29.580 --> 00:10:33.600 X, whatever X is, quite apart from anything else 00:10:33.600 --> 00:10:37.159 that gives you thinking time, okay? Basically, 00:10:37.159 --> 00:10:42.039 say anything you can that would draw it out a 00:10:42.039 --> 00:10:44.379 little bit longer to make sure that they're actually 00:10:44.379 --> 00:10:49.399 paying attention. Rule seven. Don't get mad. 00:10:50.059 --> 00:10:52.799 Get even. This is the one time where you're allowed 00:10:52.799 --> 00:10:57.070 to get even. And it's not immoral. Okay? First 00:10:57.070 --> 00:10:59.769 things first. You're angry. Okay? That's why 00:10:59.769 --> 00:11:03.429 you're complaining. But try to get calm before 00:11:03.429 --> 00:11:07.549 you email or pick up the phone. I'm saying this 00:11:07.549 --> 00:11:09.970 because my mom does this and it's actually really 00:11:09.970 --> 00:11:14.409 creepy. So I can give you a first -hand account 00:11:14.409 --> 00:11:18.110 of this one. Make sure that you're right to be 00:11:18.110 --> 00:11:20.590 angry before you start jumping into it. jumping 00:11:20.590 --> 00:11:22.710 in at the deep end. Are you sure you haven't 00:11:22.710 --> 00:11:25.330 misunderstood anything? Sometimes it can be better 00:11:25.330 --> 00:11:27.509 to wait a day or so before deciding whether to 00:11:27.509 --> 00:11:29.830 complain, although there will be obvious times 00:11:29.830 --> 00:11:33.110 when you just need to wad in all guns blazing. 00:11:34.149 --> 00:11:37.730 Now, I'm saying this for a reason. My mom's the 00:11:37.730 --> 00:11:39.730 kind of person that doesn't actually get upset 00:11:39.730 --> 00:11:41.470 when the company screws up or does something 00:11:41.470 --> 00:11:43.929 wrong. Rather, when she goes in to complain, 00:11:44.009 --> 00:11:45.950 she's got this big ol' smile on her face and 00:11:45.950 --> 00:11:49.169 in the most calming tone will ask them, Can you 00:11:49.169 --> 00:11:51.289 fix this? And if not, can I please have a refund? 00:11:51.509 --> 00:11:53.330 And when they try to ask her what's wrong, I 00:11:53.330 --> 00:11:56.210 tried to give her some random BS. She continues 00:11:56.210 --> 00:12:00.929 to smile with this calming personality, trying 00:12:00.929 --> 00:12:03.470 to get them to solve the problem. And then she 00:12:03.470 --> 00:12:04.970 says, well, if you're not going to do anything 00:12:04.970 --> 00:12:07.110 about it, I'll just go somewhere else. And I'll 00:12:07.110 --> 00:12:09.649 take everyone else that I know with me as well. 00:12:12.009 --> 00:12:14.629 I'm saying this for a reason. When she went to 00:12:14.629 --> 00:12:17.500 go buy me a TV. Because my other one was damaged 00:12:17.500 --> 00:12:19.120 because I had sold it at a pawn shop to pay a 00:12:19.120 --> 00:12:21.159 bill. And we went back to go get it. It was damaged. 00:12:21.580 --> 00:12:26.019 So she went to Best Buy to buy a TV. The sale 00:12:26.019 --> 00:12:28.179 they had there was for a really good TV about 00:12:28.179 --> 00:12:31.399 the same size as mine. It was a 1080p. And it 00:12:31.399 --> 00:12:34.700 was supposed to be $250. The guy didn't have 00:12:34.700 --> 00:12:36.799 any more and didn't update the site to show that 00:12:36.799 --> 00:12:38.639 they didn't have any more in stock. So when we 00:12:38.639 --> 00:12:40.360 got there, he was basically trying to say, well, 00:12:40.379 --> 00:12:43.220 we were out, yada, yada, yada. We can always 00:12:43.220 --> 00:12:45.490 try to find you something else. But it'll be 00:12:45.490 --> 00:12:48.129 a little bit more. And the guy's like, you know, 00:12:48.169 --> 00:12:50.909 basically trying to push our sides like, you 00:12:50.909 --> 00:12:53.269 know, we don't have any more. Too bad. You know, 00:12:53.269 --> 00:12:56.549 you should have came sooner. Mom, instead of 00:12:56.549 --> 00:12:59.889 throwing a fit, said, how dare you do this? You 00:12:59.889 --> 00:13:02.350 basically this is false advertising. You're telling 00:13:02.350 --> 00:13:04.789 everyone that you have something you do not have. 00:13:06.190 --> 00:13:07.830 And then you're trying to offer me something 00:13:07.830 --> 00:13:10.990 lower level, lower tier than what I came in here 00:13:10.990 --> 00:13:16.370 for, for the same price. Are you serious? And 00:13:16.370 --> 00:13:17.690 then she's like, you know what? And then for 00:13:17.690 --> 00:13:19.090 whatever reason, my brother's made a comment. 00:13:19.129 --> 00:13:20.690 So, you know, we can always get a TV cheaper 00:13:20.690 --> 00:13:24.129 at Micro Center. OK, so when we mentioned that, 00:13:24.169 --> 00:13:26.730 she's like, yeah, you're right. Let's just go 00:13:26.730 --> 00:13:28.649 to Micro Center. And she's she increased her 00:13:28.649 --> 00:13:30.409 voice volume a little bit. She's like, let's 00:13:30.409 --> 00:13:32.049 just go to Micro Center. All the TVs there are 00:13:32.049 --> 00:13:33.870 cheaper and they have better customer service. 00:13:33.970 --> 00:13:36.370 And as soon as she said that, not only did we 00:13:36.370 --> 00:13:38.429 start walking towards the door as a family, but 00:13:38.429 --> 00:13:40.309 everyone else that was around us started walking 00:13:40.309 --> 00:13:42.610 towards the door as well. So what do you think 00:13:42.610 --> 00:13:46.299 the manager's response was? And basically, he 00:13:46.299 --> 00:13:52.200 gave up. Let's just put it that way. What's the 00:13:52.200 --> 00:13:54.440 point of losing one customer if that one customer 00:13:54.440 --> 00:13:56.759 is going to take half your store with you? That's 00:13:56.759 --> 00:13:58.860 not very smart. And it's not very businesslike. 00:13:58.919 --> 00:14:00.440 Pretty sure he would get in trouble for that. 00:14:00.559 --> 00:14:04.620 So, to fix the issue, he offered us a better 00:14:04.620 --> 00:14:08.200 TV. Instead of getting the 35 he was trying to 00:14:08.200 --> 00:14:10.899 give us, that was a 1080p for $200. He gave me 00:14:10.899 --> 00:14:17.639 a 4K UHD. 47 inch TV that was supposed to be 00:14:17.639 --> 00:14:23.279 $600 for the same price. In which case she kept 00:14:23.279 --> 00:14:25.220 her cool. She did what she was supposed to. She 00:14:25.220 --> 00:14:29.559 achieved the goal she wanted to all while being 00:14:29.559 --> 00:14:32.039 basically completely pissed at the same time. 00:14:32.580 --> 00:14:34.600 Okay. So there is a right and a wrong way to 00:14:34.600 --> 00:14:36.919 do this, which brings me to the final point. 00:14:36.980 --> 00:14:39.879 Rule eight. If you don't get a response that 00:14:39.879 --> 00:14:44.919 you want, say so. There is no point in seething 00:14:44.919 --> 00:14:47.960 to yourself, basically. If you are talking to 00:14:47.960 --> 00:14:49.539 someone and they don't seem to be listening to 00:14:49.539 --> 00:14:52.919 you, then say so. And I'm pretty sure you can 00:14:52.919 --> 00:14:55.320 tell from my example, my mom basically made her 00:14:55.320 --> 00:15:00.639 opinion vocal. But respective at the same time. 00:15:01.080 --> 00:15:03.000 If they are responding to a completely different 00:15:03.000 --> 00:15:05.440 point, then make that clear. If they are being 00:15:05.440 --> 00:15:09.100 downright rude, then ask politely if they are 00:15:09.100 --> 00:15:11.320 aware how rude that sounded. And if you're not 00:15:11.320 --> 00:15:13.240 happy that the person to whom you are talking 00:15:13.240 --> 00:15:15.460 has the authority to agree to the response that 00:15:15.460 --> 00:15:17.580 you want, then ask to speak to their manager. 00:15:18.019 --> 00:15:21.139 And at all times, remain polite and clear about 00:15:21.139 --> 00:15:23.879 what you want to achieve. Now remember this as 00:15:23.879 --> 00:15:27.399 I'm closing this out. You have to follow the 00:15:27.399 --> 00:15:31.799 rules above, but above all, remain calm and focused 00:15:31.799 --> 00:15:33.840 on what you want to achieve. Your effectiveness 00:15:33.840 --> 00:15:37.779 at complaining should improve dramatically. And 00:15:37.779 --> 00:15:41.399 keep this in mind. this may not work with everybody 00:15:41.399 --> 00:15:45.299 this may not work with every company but it is 00:15:45.299 --> 00:15:50.940 has been proven to be at least 85 effective nationwide 00:15:50.940 --> 00:15:54.159 because a lot of companies their reputation is 00:15:54.159 --> 00:15:56.600 all they have left in this world right now especially 00:15:56.600 --> 00:16:00.440 here in america with everything going on so why 00:16:00.440 --> 00:16:02.879 lose that When a company has a high reputation 00:16:02.879 --> 00:16:05.460 and it just suddenly bottoms up because of one 00:16:05.460 --> 00:16:07.779 random customer, they can't allow this. And one 00:16:07.779 --> 00:16:10.700 example of this would probably be Apple, as their 00:16:10.700 --> 00:16:13.620 devices are basically mainstream and they're 00:16:13.620 --> 00:16:16.700 high profile. If their accounts and everything 00:16:16.700 --> 00:16:18.919 wants to go down because of one person's extremely 00:16:18.919 --> 00:16:20.940 bad experience, like a phone exploding in front 00:16:20.940 --> 00:16:23.259 of their face, I'm pretty sure they would do 00:16:23.259 --> 00:16:25.779 something about it. So with that being said... 00:16:26.360 --> 00:16:28.200 Thank you for listening. I know I've been gone 00:16:28.200 --> 00:16:30.919 for a while. This is Food for Thought by Neogentrix. 00:16:31.460 --> 00:16:33.779 Thoughts if it were you. If you like what you 00:16:33.779 --> 00:16:35.759 hear, if you love what you hear, hit that subscribe 00:16:35.759 --> 00:16:40.320 button. I'm also available on Spotify, Facebook, 00:16:40.620 --> 00:16:43.759 Instagram, Twitter, and some of your other favorite 00:16:43.759 --> 00:16:47.159 stations as well as iTunes. Let me know what 00:16:47.159 --> 00:16:48.919 you think, any comments or concerns that you 00:16:48.919 --> 00:16:50.419 have. Have a great rest of your day.