WEBVTT 00:00:00.970 --> 00:00:04.809 Hey, what's up, Toby? We've made it another week. 00:00:05.070 --> 00:00:11.269 Process Debt episode number 25. 25? Yeah. Oh, 00:00:11.390 --> 00:00:13.769 baby. Well done. I know. I know. It's pretty 00:00:13.769 --> 00:00:16.670 amazing. You know what's funny? So we track our, 00:00:16.750 --> 00:00:19.510 you know, we use a podcast thing and drop stuff. 00:00:19.850 --> 00:00:22.050 Yeah. We were talking about where the people 00:00:22.050 --> 00:00:25.129 are. A shout out to Grayson. And we're like, 00:00:25.190 --> 00:00:30.219 wait, we know that person. We love Grayson. Let's 00:00:30.219 --> 00:00:32.579 narrow down to a state and find them. They're 00:00:32.579 --> 00:00:35.140 amazing. You find all your friends all over the 00:00:35.140 --> 00:00:37.140 U .S. That's actually pretty funny. All right, 00:00:37.159 --> 00:00:39.820 usually I'm the one that noodles on topics. We're 00:00:39.820 --> 00:00:41.859 going to flip things around. You've got a topic 00:00:41.859 --> 00:00:45.359 this week. For 25, yeah. I feel like you've done 00:00:45.359 --> 00:00:47.380 enough lifting on trying to generate topics. 00:00:47.579 --> 00:00:51.100 Let me kick it off a little bit with what leads 00:00:51.100 --> 00:00:55.119 me to this. I want to call my bank and ask a 00:00:55.119 --> 00:00:57.640 simple question. I've got a loan on a car that 00:00:57.640 --> 00:01:00.609 I could pay off. And so if I pay it off, can 00:01:00.609 --> 00:01:04.010 I just strap another loan back on it? Intuitively, 00:01:04.010 --> 00:01:05.689 I think, yeah, why would they not do that, right? 00:01:06.030 --> 00:01:09.150 But I want to verify it. I'm in that headspace. 00:01:09.989 --> 00:01:12.969 So I call in, and this is a local credit union. 00:01:13.849 --> 00:01:16.569 There's a dozen branches of Best in my corner 00:01:16.569 --> 00:01:21.329 of West Washington. And I get into their telephone 00:01:21.329 --> 00:01:24.430 directory system, and there are no options to 00:01:24.430 --> 00:01:31.310 talk to a human. If you would like money and 00:01:31.310 --> 00:01:34.650 press, you know, call somebody else. If you check 00:01:34.650 --> 00:01:37.209 your digital balance thing, press one. Hey, go 00:01:37.209 --> 00:01:39.189 through this laundry list, background checks 00:01:39.189 --> 00:01:42.489 on former employees, you know, share your preference 00:01:42.489 --> 00:01:46.769 for ice cream flavors. It was everything. I waste 00:01:46.769 --> 00:01:49.629 10 minutes trying to get through this damn thing. 00:01:49.709 --> 00:01:52.390 And then I'm trying to press random things. Cause 00:01:52.390 --> 00:01:58.040 I'm like, yeah, maybe a background check. 10 00:01:58.040 --> 00:02:01.359 minutes later, I get to somebody and I'm like, 00:02:01.439 --> 00:02:04.140 this is kind of screwed up. You guys are an all 00:02:04.140 --> 00:02:06.840 credit union. You're a community -based business. 00:02:06.959 --> 00:02:09.099 You're member -driven. And so I equate that to 00:02:09.099 --> 00:02:11.879 a lot of small organizations that so many of 00:02:11.879 --> 00:02:15.419 us frequent. But I said, hey, you guys only exist 00:02:15.419 --> 00:02:18.159 because of your members. And what you've done 00:02:18.159 --> 00:02:21.340 is you've taken otherwise healthy customer process 00:02:21.340 --> 00:02:26.920 and you've jammed it confusing and broken. uncomfortable 00:02:26.920 --> 00:02:29.560 technology into it yeah and she's like oh i'm 00:02:29.560 --> 00:02:31.759 so sorry but did you try our online chat and 00:02:31.759 --> 00:02:33.560 i said that's funny that you should bring that 00:02:33.560 --> 00:02:36.719 up okay clearly this isn't an overview i'm diving 00:02:36.719 --> 00:02:40.659 deep into the rant i'm like how funny that you 00:02:40.659 --> 00:02:43.539 should bring up your online chat bot it is broke 00:02:43.539 --> 00:02:49.460 dick like i go into it i'm like blue and it keeps 00:02:49.460 --> 00:02:54.129 saying hello how can we help you And I'm like, 00:02:54.169 --> 00:02:59.569 look, 10 second, Tom. How can we help? I mean, 00:02:59.629 --> 00:03:02.409 surely I'm not the only one that has experience. 00:03:02.569 --> 00:03:05.050 I expect this of Wells Fargo or if I try to, 00:03:05.050 --> 00:03:09.050 you know, like an airline, I expect, you know, 00:03:09.050 --> 00:03:11.569 the normal 40 minutes we're experiencing are 00:03:11.569 --> 00:03:17.310 unusually usual. I mean, do you feel this? Like 00:03:17.310 --> 00:03:19.569 people are putting technology in process and 00:03:19.569 --> 00:03:22.050 breaking relationships and they don't realize. 00:03:23.439 --> 00:03:29.460 Uh, I, I, it doesn't surprise me because, because 00:03:29.460 --> 00:03:32.099 I, I think somewhere, somewhere along the lines, 00:03:32.180 --> 00:03:36.659 like businesses ceased, ceased to provide value 00:03:36.659 --> 00:03:39.479 to their clients and they're more interested 00:03:39.479 --> 00:03:42.360 in providing value to their, to their shareholders. 00:03:43.240 --> 00:03:46.460 Yeah. And that, that to me is a, that to me personally 00:03:46.460 --> 00:03:49.800 is a fundamentally short -term play. Totally. 00:03:50.120 --> 00:03:54.300 If I have the choice between a small local business 00:03:54.300 --> 00:03:57.740 that offers comparable, but maybe less complete 00:03:57.740 --> 00:04:00.560 services than a big national or a publicly traded. 00:04:00.740 --> 00:04:03.460 Yeah. Nine times out of 10, I want to opt for 00:04:03.460 --> 00:04:05.719 the other. The convenience factor is a thing. 00:04:05.919 --> 00:04:10.259 So, you know, I think Bezos is a clown, but he's 00:04:10.259 --> 00:04:14.400 a wealthy clown and he's got me hooked on the 00:04:14.400 --> 00:04:18.100 juice. And so Prime, Amazon shipping, it's a 00:04:18.100 --> 00:04:20.399 habit that we've all, at least so many of us 00:04:20.399 --> 00:04:24.589 have developed. Yeah. But wow. Right. I think 00:04:24.589 --> 00:04:26.930 that, I think it's one of the, one of the things 00:04:26.930 --> 00:04:29.029 that we're going to miss. Like, I think one of 00:04:29.029 --> 00:04:29.990 the things, one of the things that we're going 00:04:29.990 --> 00:04:35.490 to miss with Gen AI or the LLMs. Okay. Say more 00:04:35.490 --> 00:04:37.129 about it. Because, well, they're, they're, they're 00:04:37.129 --> 00:04:40.790 a confident storyteller, but you don't know if 00:04:40.790 --> 00:04:42.970 the story's true. Like ultimately that's, that's 00:04:42.970 --> 00:04:46.370 the problem, right? Is like, like everybody's 00:04:46.370 --> 00:04:48.329 throwing money at this. And I think, you know, 00:04:48.329 --> 00:04:51.600 I think Gen AI, Gen AI will actually. do a lot 00:04:51.600 --> 00:04:55.379 of great things when it aligns with the process 00:04:55.379 --> 00:04:58.560 that aligns with the business strategy and direction. 00:04:58.839 --> 00:05:03.779 I love that. Technology works when it aligns 00:05:03.779 --> 00:05:06.980 with the process that supports the business strategy. 00:05:07.199 --> 00:05:10.019 Is that what you say? Well, and I think the problem 00:05:10.019 --> 00:05:14.560 with humans is we're so flippant adaptable. And 00:05:14.560 --> 00:05:16.959 so we will put up with the shittiest process. 00:05:19.139 --> 00:05:23.139 Word. Yeah. Like it is like, I mean, you know, 00:05:23.180 --> 00:05:25.980 you, you see these, you know, you see the reels 00:05:25.980 --> 00:05:27.819 on Instagram and people you're like, what is 00:05:27.819 --> 00:05:31.180 that job? Like, what are they doing? Like, I 00:05:31.180 --> 00:05:33.040 mean, even, you know, like, I don't know. What's 00:05:33.040 --> 00:05:36.180 the, what's the craziest like process thing or 00:05:36.180 --> 00:05:39.060 like just weird, weird thing that's happened 00:05:39.060 --> 00:05:43.040 in your career that you've seen? Oh God. Like 00:05:43.040 --> 00:05:44.620 where people are just like, you're like, what 00:05:44.620 --> 00:05:48.290 are you doing? I once had a financial report. 00:05:48.470 --> 00:05:51.470 It was a piece of analysis that I'd done for 00:05:51.470 --> 00:05:55.149 a senior manager. It got circulated back to me 00:05:55.149 --> 00:05:57.490 like three weeks later, and they asked me to 00:05:57.490 --> 00:06:01.189 run a similar analysis to validate it. And they 00:06:01.189 --> 00:06:03.089 told me they were asking for something independent. 00:06:04.310 --> 00:06:07.269 And I thought, this is a hell of a Rube Goldberg 00:06:07.269 --> 00:06:11.889 machine we've built. One second. Let me look 00:06:11.889 --> 00:06:18.009 into that. It looks solid. It's a piece of genius, 00:06:18.170 --> 00:06:20.709 frankly. I hope you're paying whoever created 00:06:20.709 --> 00:06:23.889 this a sick amount of money. No, I mean, you 00:06:23.889 --> 00:06:27.250 know, this concept of the Rube Goldberg machine, 00:06:27.529 --> 00:06:30.769 the overly complex, they're funny when you Google 00:06:30.769 --> 00:06:32.709 them. And for listeners that aren't familiar 00:06:32.709 --> 00:06:34.709 with them, it's worth Googling and just seeing 00:06:34.709 --> 00:06:37.790 all the wacky stuff. Most of them are created 00:06:37.790 --> 00:06:41.779 just for humor's sake. The corporate world is 00:06:41.779 --> 00:06:45.000 riddled with these things where it's like, you 00:06:45.000 --> 00:06:47.980 know, we need to have you in New York next week. 00:06:48.040 --> 00:06:52.120 Go to your corporate travel and do that. And 00:06:52.120 --> 00:06:55.720 so oftentimes they ask us a myriad of questions 00:06:55.720 --> 00:06:59.019 and we just don't care. Yeah. So we filled out 00:06:59.019 --> 00:07:01.800 our entire travel profile. I like the aisle. 00:07:01.959 --> 00:07:04.680 I like to fly mornings or nights. You know, I 00:07:04.680 --> 00:07:09.639 prefer business class. Just saying. But. But 00:07:09.639 --> 00:07:12.259 then they still riddle us with, well, you know, 00:07:12.259 --> 00:07:14.019 do you want to lay over in Chicago or do you 00:07:14.019 --> 00:07:16.439 want it over here? And when do you want to fly? 00:07:16.579 --> 00:07:19.399 And when is your meeting? And I'm like, half 00:07:19.399 --> 00:07:21.600 that's none of your business. Just give me three 00:07:21.600 --> 00:07:24.639 options and let me pick. If I have my own way, 00:07:24.699 --> 00:07:26.560 I've got all my apps on my phone and do it at 00:07:26.560 --> 00:07:31.279 12, you know? Well, and I think some of it comes 00:07:31.279 --> 00:07:33.519 down is people don't realize that someone actually 00:07:33.519 --> 00:07:36.620 made the choice. Yeah. And built the ritual, 00:07:36.740 --> 00:07:39.290 whatever that ritual is. Right. And someone can 00:07:39.290 --> 00:07:41.970 actually change it. But most of the time we think 00:07:41.970 --> 00:07:44.389 that these things are immovable, right? Like, 00:07:44.410 --> 00:07:47.029 I don't know if you've ever had any issues with 00:07:47.029 --> 00:07:52.129 like expense reports where like, if you go through 00:07:52.129 --> 00:07:54.589 it, I mean, I'm just, I'm just saying that that 00:07:54.589 --> 00:07:56.970 seems to be this really funny place where it's 00:07:56.970 --> 00:07:59.069 like, you know, how much, what's, what's our 00:07:59.069 --> 00:08:01.620 per diem per day? It's like. you know 50 cents 00:08:01.620 --> 00:08:05.120 and here's a coupon right and then it goes you 00:08:05.120 --> 00:08:08.360 go up two levels and you're like oh we ordered 00:08:08.360 --> 00:08:10.819 some dom perry on with with the stakes that we're 00:08:10.819 --> 00:08:13.420 having yeah and so you have these like really 00:08:13.420 --> 00:08:19.220 wide weird differences yeah and and and then 00:08:19.220 --> 00:08:20.920 you end up with all the like you end up with 00:08:20.920 --> 00:08:23.040 a lot of policies around them too it's like well 00:08:23.040 --> 00:08:25.540 we got to do all these things and you're like 00:08:25.540 --> 00:08:27.720 just spend the money the way that if it was your 00:08:27.720 --> 00:08:30.050 business you would spend the money You know, 00:08:30.069 --> 00:08:33.009 that's exactly the advice I got from a guy named 00:08:33.009 --> 00:08:36.269 Mike Daniels when I was in telecom 20 some years 00:08:36.269 --> 00:08:39.549 ago. I said, how much do you pay for a hotel 00:08:39.549 --> 00:08:41.970 room? He said the exact same that I'd be willing 00:08:41.970 --> 00:08:44.769 to pay if I had to foot the bill. Yeah. He said, 00:08:44.809 --> 00:08:47.149 that's always my simple rule meals or entertainment 00:08:47.149 --> 00:08:49.590 or anything else. If it gets rejected, I still 00:08:49.590 --> 00:08:51.429 want to be feeling like that was the right choice. 00:08:51.750 --> 00:08:55.179 Yeah. So, no, that's great advice. It's funny. 00:08:55.539 --> 00:08:58.600 I think oftentimes we believe technology will 00:08:58.600 --> 00:09:02.299 do a better or more effective job. But effective 00:09:02.299 --> 00:09:05.740 and efficient isn't always that thing that's 00:09:05.740 --> 00:09:07.580 best for the people we're trying to connect with. 00:09:07.759 --> 00:09:10.360 And I think what underpins this for me, Chris, 00:09:10.419 --> 00:09:14.860 is I want connection with the organizations that 00:09:14.860 --> 00:09:18.500 I do business with. I don't live in a small town. 00:09:18.740 --> 00:09:22.659 I don't have the... the Brady Bunch butcher down 00:09:22.659 --> 00:09:25.879 the street dating my housekeeper. Yeah. I would 00:09:25.879 --> 00:09:28.440 totally, I would totally lean into that if that 00:09:28.440 --> 00:09:31.919 were the case. But I do want to feel like they 00:09:31.919 --> 00:09:35.179 recognize me at the bank. I do feel like they 00:09:35.179 --> 00:09:38.600 recognize me at the barber. And so that's another 00:09:38.600 --> 00:09:40.860 one where they're scheduled through the app. 00:09:41.059 --> 00:09:43.120 They keep pushing apps because they feel like 00:09:43.120 --> 00:09:45.000 everybody wants an app and it gives them more 00:09:45.000 --> 00:09:48.059 time to be earning the dollars. Yeah. But the 00:09:48.059 --> 00:09:50.500 reality is if. If I'm presented with too many 00:09:50.500 --> 00:09:52.740 selections and headaches, the answer is peace 00:09:52.740 --> 00:09:56.460 out. Yeah. I'm going to take my ball and go home. 00:09:56.679 --> 00:09:59.299 Well, sometimes it's like, what's the total cost 00:09:59.299 --> 00:10:02.120 of ownership? Right. You know what I mean? Like 00:10:02.120 --> 00:10:05.480 everything becomes a budget line. Right. Right. 00:10:05.539 --> 00:10:07.500 And if you're managing to the budget line, someone 00:10:07.500 --> 00:10:11.299 is going to get offended or hurt or no longer 00:10:11.299 --> 00:10:13.860 do business with you. Right. And so like if you 00:10:13.860 --> 00:10:17.039 think about like the bank analogy here. Yeah. 00:10:18.059 --> 00:10:21.480 It was a budget line. Yep. Right. Someone was 00:10:21.480 --> 00:10:24.320 answering the phone. She's probably a sweet, 00:10:24.440 --> 00:10:27.860 sweet lady with a great voice. People loved hearing 00:10:27.860 --> 00:10:31.500 her, but there was dollars there. Right. And 00:10:31.500 --> 00:10:34.799 so you had to cut labor and they cut labor because 00:10:34.799 --> 00:10:39.600 they were sold on a phone system. The phone system 00:10:39.600 --> 00:10:44.019 was a one time, you know, some sort of. expense 00:10:44.019 --> 00:10:48.000 that went to the it budget yeah and it came my 00:10:48.000 --> 00:10:51.879 labor budget yeah i'm now no longer obligated 00:10:51.879 --> 00:10:54.860 or responsible for that and i just use sweet 00:10:54.860 --> 00:10:58.860 aunt judy correct and then you lose visibility 00:10:58.860 --> 00:11:02.679 to the reason why people are leaving yeah well 00:11:02.679 --> 00:11:06.470 chris that is exactly the reason why And you 00:11:06.470 --> 00:11:08.269 know me well enough to know now that particularly 00:11:08.269 --> 00:11:12.769 if something crawls under my saddle, here comes 00:11:12.769 --> 00:11:17.870 a Yelp review. This is a case where, you know, 00:11:17.870 --> 00:11:19.309 that even though we're a couple hundred thousand 00:11:19.309 --> 00:11:22.549 people here, I just, I went out and it's like, 00:11:22.649 --> 00:11:26.129 surely I am a degree or two of separation from 00:11:26.129 --> 00:11:29.370 one of their executives or a board member. And 00:11:29.370 --> 00:11:31.509 it turns out I know two of their board members. 00:11:31.549 --> 00:11:33.409 And so I reached out to both of them on LinkedIn. 00:11:34.960 --> 00:11:37.759 And I said to them, you're taking time out of 00:11:37.759 --> 00:11:40.679 your busy schedule to help guide and direct this 00:11:40.679 --> 00:11:44.299 organization. Yeah. It is failing. Yeah. And 00:11:44.299 --> 00:11:46.340 here's specifically where you're failing members. 00:11:46.580 --> 00:11:49.399 Yep. And this is a case of like, you know, I 00:11:49.399 --> 00:11:51.379 could have, before we started the podcast tonight, 00:11:51.440 --> 00:11:54.940 I was talking about this Let Them book that Robbins 00:11:54.940 --> 00:11:57.720 has got bouncing around the bestseller list right 00:11:57.720 --> 00:12:00.600 now. But this interesting idea is like, if somebody 00:12:00.600 --> 00:12:02.639 does something that offends you or upsets you, 00:12:02.740 --> 00:12:05.450 let it go. You can't control other people. You 00:12:05.450 --> 00:12:09.429 can control your reaction. And so this is a case. 00:12:09.450 --> 00:12:11.809 I just didn't know it yet. But it was a case 00:12:11.809 --> 00:12:14.029 where I'm like, I'm so bothered by this. And 00:12:14.029 --> 00:12:16.129 I've been with this institution. I've been an 00:12:16.129 --> 00:12:19.269 ongoing member in banking here for 30 years. 00:12:19.830 --> 00:12:22.850 So at some point, I have a sense of ownership 00:12:22.850 --> 00:12:26.529 around it. And so I reach out to two different 00:12:26.529 --> 00:12:29.750 board members. Both get back with me. And then 00:12:29.750 --> 00:12:33.360 I get an introduction to their COO. I thought, 00:12:33.399 --> 00:12:36.419 well, this is how it's supposed to work. Fantastic. 00:12:36.659 --> 00:12:39.700 There you go. But I shared with her the exact 00:12:39.700 --> 00:12:43.500 same thing. And it's that after 30 years, I'm 00:12:43.500 --> 00:12:45.320 not asking for special treatment. And you might 00:12:45.320 --> 00:12:47.440 choose to give that to me as a middle -aged male. 00:12:47.879 --> 00:12:51.360 But I'm a parent. I have kids that are looking 00:12:51.360 --> 00:12:53.379 for banking relationships. And I have friends 00:12:53.379 --> 00:12:56.379 that aren't all middle -aged white males. And 00:12:56.379 --> 00:12:58.279 so I'm not asking for special treatment. I'm 00:12:58.279 --> 00:13:02.169 asking you guys to do your job. Because of all 00:13:02.169 --> 00:13:04.289 businesses, that's purely relationship. They 00:13:04.289 --> 00:13:06.629 don't really do anything. You know what I mean? 00:13:06.629 --> 00:13:11.490 Outside of loans. Well, it comes down to like 00:13:11.490 --> 00:13:17.429 most. I think culturally we've gone to be more 00:13:17.429 --> 00:13:22.190 reactionary than having the ability to respond. 00:13:22.649 --> 00:13:25.789 Yeah. And so I think businesses have done the 00:13:25.789 --> 00:13:29.549 same thing. Isn't that true? It's an organism. 00:13:30.220 --> 00:13:32.240 yeah where it's like we've got we've got to grow 00:13:32.240 --> 00:13:34.200 we got to grow we got to grow and then it's and 00:13:34.200 --> 00:13:37.059 that and and and we should add value right like 00:13:37.059 --> 00:13:41.879 i think that that's where people lose lose passion 00:13:41.879 --> 00:13:44.960 about work when you know you're helping people 00:13:44.960 --> 00:13:47.840 it's easy to be like yeah we're we're making 00:13:47.840 --> 00:13:51.580 a difference here totally whereas if if it's 00:13:51.580 --> 00:13:54.500 about the account if it's about the accounting 00:13:54.500 --> 00:13:57.019 the accountants are going to be exciting excited 00:13:57.019 --> 00:13:59.970 but the rest of the business might be like I 00:13:59.970 --> 00:14:02.970 don't care about your balance sheet. Yeah. I'm 00:14:02.970 --> 00:14:05.330 dying on the vine, baby. The cashflow statement 00:14:05.330 --> 00:14:08.509 looks beautiful. Thank you for sharing. I'll 00:14:08.509 --> 00:14:10.629 tell you, you touched on something a moment ago 00:14:10.629 --> 00:14:12.450 that I want to pull back up because it really 00:14:12.450 --> 00:14:15.250 resonated with me. And it's that it was a budget 00:14:15.250 --> 00:14:17.970 line item and a salesperson came in shopping 00:14:17.970 --> 00:14:21.590 a phone system. As customers, we don't come in 00:14:21.590 --> 00:14:24.529 and try to sell our needs for connection or our 00:14:24.529 --> 00:14:26.350 needs for service. Like we don't think that's 00:14:26.350 --> 00:14:29.600 our job. I'm the customer. But if we don't express 00:14:29.600 --> 00:14:33.279 that displeasure when a process is failing, how 00:14:33.279 --> 00:14:35.419 are they ever going to know? They've hidden all 00:14:35.419 --> 00:14:38.960 of the human signals inside of technology. And 00:14:38.960 --> 00:14:41.500 so an otherwise good process of taking calls 00:14:41.500 --> 00:14:44.360 and routing effectively is - Well, I guarantee 00:14:44.360 --> 00:14:49.480 you they have very good metrics on that. Like 00:14:49.480 --> 00:14:52.779 routing? The efficiency of routing, how many 00:14:52.779 --> 00:14:56.379 calls they've deferred. I bet you they have a 00:14:56.379 --> 00:14:59.440 wicked cool spreadsheet. That is killing their 00:14:59.440 --> 00:15:02.799 clientele. That's right. All your statistics 00:15:02.799 --> 00:15:06.419 are irrelevant. Yeah. If clients value the connection, 00:15:06.679 --> 00:15:10.100 all the throughput, all this old time. A hundred 00:15:10.100 --> 00:15:12.679 percent. I think you're on. We're at, we're at 00:15:12.679 --> 00:15:14.240 15 minutes. So we'll wrap it up here. But I was 00:15:14.240 --> 00:15:17.559 at happy hour yesterday. Yeah. And someone from 00:15:17.559 --> 00:15:20.440 it was talking and he was just like, we were 00:15:20.440 --> 00:15:22.399 just talking about it changes and everything, 00:15:22.399 --> 00:15:24.779 everything's different. And we're, you know, 00:15:25.100 --> 00:15:28.879 As you do at happy hours, you share all the lovely 00:15:28.879 --> 00:15:32.100 things. I mean, you share some of your struggles. 00:15:32.399 --> 00:15:34.700 Yeah. But what was interesting is the guy in 00:15:34.700 --> 00:15:38.000 IT was like, you guys have to tell us that. Whatever 00:15:38.000 --> 00:15:40.379 the change was, right? Right. It didn't even 00:15:40.379 --> 00:15:42.620 matter. They're like, if you were feeling pain, 00:15:42.779 --> 00:15:48.200 you have to tell us because we don't know. That 00:15:48.200 --> 00:15:51.080 is a, let's come back to that. Maybe that's next 00:15:51.080 --> 00:15:55.610 week's. Okay. I think you're right. If only one 00:15:55.610 --> 00:15:57.690 of the two parties to the dance is receiving 00:15:57.690 --> 00:16:00.370 a signal, how do you expect the other person? 00:16:00.450 --> 00:16:05.909 Like telepathy? Telepathy. I'd opt for telepathy. 00:16:06.009 --> 00:16:08.429 I just don't know. I like telepathy. Yeah. All 00:16:08.429 --> 00:16:10.169 right. Cool, man. We'll pick it up next week. 00:16:10.350 --> 00:16:11.990 Thanks, buddy. All right. Yeah.