#191 GOOW TV ft. Morris Pentel

[00:00:00] Hello, welcome to Get Out of Wrap TV. June 11, it's show 71. We've got some great content lined up for you today and a great guest waiting in the wings to join us.

[00:00:38] I guess first of all, so I do not forget. I have to thank my partners. I couldn't do this or anything without them. I'm a duty-c-o-s-d-d-c-out-sourcing evaluation and one-com. Thank you guys appreciate it. You massively remember as well. Please do say hello if you're watching.

[00:01:01] If you're comments, I'm not ignoring you. The same people every week. You just have to refresh LinkedIn or maybe one of you could copy and paste somebody that you see is not showing up because I would hate to miss people out.

[00:01:19] So without further ado, let's say hello to each other in the comments. My question here is who is a great person to follow on LinkedIn? Let's help each other out.

[00:01:32] Oh, look. Some people are here already. A here is Danny Warram of Burger and hello my friend. How are you? Been judging and all around the country recently.

[00:01:45] It has, Rob's here. Good morning, sir. Looking forward to seeing you next week, buddy. A Mark good morning, Mark. Hello, mate. Hey up.

[00:01:55] Katie's here. Queen of the North. And Tristan. Hello, Tristan. Good to see you, buddy. And Dan as well. Good morning, Dan. And please do remember if people have commented and it's not showing. You can do me a favor on copy and paste in there comment and who it is that would be of written copy and paste.

[00:02:19] So who is and Tim good morning, Tim. Morning, Pete. Hope you're all well. This fine Tuesday morning. It is fine, isn't it? It's a bit chilly where I am but it's still at least not right. We're saying this in June. Good morning. I do not want to guess but it's either Alistair, Gracie Spencer normally says if it's him evening all hope all as well. Good evening.

[00:02:45] Good evening. We are a global show so deep act. Thank you very much for joining. There we go. The first, the first recommendation follow Rob Wilkinson and I agree with that doesn't post often but it's always meant content definitely true.

[00:03:03] Rob post in the community as does Danny and they have some great stuff. Marianne, hello. Diane morning to all you beautiful people and straight back at you. Yes, thanks, Danny. Very, very, very, very, but definitely recommend Rob.

[00:03:21] Darren's here. Good morning, Darren. Good to see you mate. I thought it might not easily be done already. Yeah, me too. Thanks, Tristan. Amanda good to see you and I would follow. I follow all of you I think but you would all be my recommendation but Amanda you've started to do some great content so definitely recommend following are you and Darren is here. Darren doing some great things.

[00:03:47] Trust fibre, Darren. Right your content's great as well. Who would we follow? Who are the people that we might not be following that would be good and talking about it today?

[00:04:00] The other person that I go to for all of my regulatory, compliance, regulator updates he has a great newsletter. His content is awesome and he is a lovely chap.

[00:04:16] I'm a bit annoyed at me that we haven't met up coffee but I'm elusive connect fibre connect fibre thank you Darren. Doing some great things there's great to see what you're doing and great content as well. So who would we follow? There's already been a few recommendations.

[00:04:38] I said it's an obvious one but there is coffee or there's an obvious must to follow. Yes, very true. There is is so knowledgeable and entertaining. I believe he's raging. When he finds me he's just going to rug be tack on me.

[00:04:53] Come on me to start with. So let's crack on because we have such a busy busy show my question to you all today is what subjects would you like to hear about on a webinar and when you think about the webinars that I agree with this as well Darren Matt smallman shares good content. I've had Matt on the podcast he's been commenting on this show quite if you're

[00:05:23] talking about the new times. The year definitely recommend Matt and Rob yeah definitely recommend Steve Morel we kind of for the read along is coming soon so yes, Steve also great content and your colleague Rob at evaluating Chris mounts he's always got good content but what subjects would you like to hear about on a webinar there's so many webinars out there I'd love to gauge the opinion of you guys and that could be

[00:05:53] you want to hear more of something that there's a lot of webinars about or you want to hear something that doesn't feature too often on

[00:06:03] webinars what are your thoughts. You know we all have to and I appreciate you giving up your time to come and watch this show but whenever we agree to go to a webinar we're giving up some of our time and we want to we want it to be good right so

[00:06:19] What are the subjects that make you go? Oh yes, yes, please. I'm going to watch that and what are the subjects that might be missing what do we think

[00:06:29] what are some of the subjects that you would like to hear about on a webinar so you're thinking you know 60 minutes to sometimes 90 this isn't necessarily for me by the way

[00:06:44] I'm just really interested in what are the subjects out there that people are keen to talk about that are keen to find out more about what do you think got to get that own yes, Rob yeah definitely a legend and definitely

[00:07:04] There is two what are the subjects you would like to hear about on a webinar and feel feel free to elaborate in terms of the format and who you would like on

[00:07:19] Like I say there's this isn't me trying to plan something from get out of rap. I'm genuinely interested in

[00:07:26] What you think I wanted to say Danny where him but he's already said me you know I'm always going to suggest personality psychology and culture well I would sign up for that straight away

[00:07:38] Those are all things that right up my street and we don't see too many certainly on personality and psychology so Danny is kicking us off with a cracker

[00:07:49] Dan also I love this creating a colleague centric and or customer centric culture in the workplace love that there you go Danny there seems to be

[00:08:03] You it's a gold rush Marianne says culture and values now I know Marianne and the very decent everything they do is based around their

[00:08:14] Their values I know how important that is to you are high-shave it's great to see you may how you in particular helps suggest other contact center industry so that would be a good one our painters here got I paid I made

[00:08:33] How about Tristan says how about the pros and cons of using AI to automate the QMs scoring process lots of tech vendors talking about the benefits of this at the moment yes that would be a good one that would be a good one.

[00:08:48] Sorry, let me oh not values do not get me on that soap box this early in she has another one best practice on the customer experience industry that's a cracker.

[00:09:02] Tim, oh sorry, Tim says creating CX excellence in the B to be world and how it differs from B to C. Oh that's very interesting the different challenges etc that come with it that's cracking because I've settled both worlds in my career and there are some key differences.

[00:09:24] Here she is we are years burning early in Eris hired love to hear from a few members of your team leaders about their pressures and passions thanks for the shout outs of not posted for months under pressure now.

[00:09:38] There is there is always wrapping one wrap that's you done for the year so pay that says Danny where I'm do not like having word soup and or nice graphics on the walls to promote company values having sat in a few leadership teams where we've been.

[00:09:55] I think that's what Marianne is talking about depaces demonstrating our why have you context sent to you that would be great still too many people that see them as cost centers isn't it.

[00:10:15] I'm a man is here good morning. Oh, I'm on the person that you recommended for doing something on LGBTQ plus.

[00:10:24] I've seen a connection request that if you could just ask them to get in touch so we can plan that would that would be great but it's great to see you.

[00:10:34] Danny says new to role team leader experiences is being a long time since I was in my first TM T R role and it will be good to know what the reality of that experience is like today yeah that would be great.

[00:10:46] Hello Harvey long time no see I hope you well or I love the emoji. Hello how about stories from your team getting several people from the team to share perspective yeah that would be great.

[00:10:57] Pretty reception all is always nice but I'd rather no more about you pop into behave. Yeah, I think the topic of the benefits of QA in the relationship with CX where you're talking mind, Pete Rob, slang which there are a man.

[00:11:12] I'd love to see some historical contents say 10 years ago predicting the future of contact centers and see how they stack that these are brilliant ideas.

[00:11:22] Absolutely brilliant I love that one that's like remember the show tomorrow's world I'm showing my age a bit now but you can go back and look at some of the stuff tomorrow's world said.

[00:11:31] I'll give them a job, believe there are one well yesterday. I hope they get well soon and yeah thank you a man.

[00:11:37] There is a massive difference between having values that you market and promote compared to having those values as a foundation of your company and how you work with your people very, very true.

[00:11:49] Katie says in the UK 10 years is it an all time low therefore how do we get the next generation to embrace customer service as a career. Yeah such a good point agreed marion with us it's to behave in not the words that matter win queen.

[00:12:05] Oh yeah tomorrow's world we could do a tomorrow's world version of contact centers also exciting news I received my team manager planner brilliant great. That's great a month let me know how you get on with it and also suggestions for version three okay so.

[00:12:24] Please do keep these suggestions coming there's always there's been loads already you guys never disappoint this is so true and the no need for tomorrow's world we could just pick up for the Simpson's episodes.

[00:12:39] Yeah they're the cartoon nostridamas aren't they of our world at the moment making predict everything so yes.

[00:12:47] Now without further ado I'm very very excited about this please do keep those suggestions coming in Danny et al you'll be pleased to know it's time for another VT it's gal ex and I'm very pleased to welcome into the studio. Morris hello sir.

[00:13:09] Good morning everybody good afternoon the evening for those around the world.

[00:13:15] Morris thank you so much for agreeing to do this we're very very lucky many times on this show and your comments have come in I've been absolutely intrigued and you know just interested in this whole concept of uncertainty and confusion being something.

[00:13:33] We should look at and you've kindly agreed to just give us a certain some thought prompting stuff on what that actually means so. This version of gal ex I'm going to add your details to the stage and the stage sir is yours.

[00:13:57] Thank you so much so thank you for the invitation Martin and hello everybody for both don't know me I'm my background has been contact centers since the beginning of contact centers and I've always worked at the.

[00:14:11] leading edge of the technology because when you're at the front you can't do anything wrong it doesn't always work but can't do it wrong.

[00:14:21] What I'm going to do today is I'm going to briefly take you through just a couple of ideas around something that you can actually fit in your contact center and that's to do with uncertainty.

[00:14:34] I struggled when Martin my talk about me doing this I struggled the idea of what I could teach you in 10 minutes to be useful.

[00:14:44] What I've done is I've created a little e-booklet for one to a better term with a guide to uncertainty a step by of things you can do and I'm just going to take you through that very quickly but I'm not going to cover all of the details so.

[00:15:03] There'll be time for questions at the end I'm not I'm going to do it but I'm just going to take his group please grab hold of the book but why it down to important well now is one of the most common failures we have.

[00:15:19] There are lots of different kinds of down I'm going to talk about that very briefly and it very expenses though you know.

[00:15:28] While came up just before in Martin's comments was the usual thing about contact centers being cost centers they're constantly to spend a lot of fiction and doubt is a kind of inefficiency it's something that we can actively address.

[00:15:44] Does that I worked in the world of advanced day I and those of you interested in auto QA please hit me up I can bore for England on the subject but this is a bell.

[00:15:56] Well what you can do you your team without any technology I do mention using a spreadsheet but actually you can do stuff starting tomorrow to reduce cost.

[00:16:09] So down is a series of things and those series of things are really made up of avios contact emotion habits and what you're going to what you're going to want to do is just to start to notice these different things happening in the conversations you're listening to in QA or when you're doing your training reviews and identifying the things that you can do to improve them.

[00:16:38] You see I did a study at work of 10 million interaction and basically when the confusion went down when has a patient when all of these things happen what you see is a 50% increase in average trembling car.

[00:16:57] And then increase in average handling time has a huge cost in pain. In addition to that not only have a direct cost impact on your your your fit cost but also people will call back because they're not sure that they got the right information.

[00:17:17] And I know one wants to be made to fill us to you and if I feel that after I've had a phone call with you then probably I'm not going to phone you back again. Yeah confusion is a silent and customer relationship.

[00:17:31] It will end your customer lifestyle by by if you make me feel stupid and not coming back. Our several of my employers over the years on the other. Anyway, and the other course that age of productivity.

[00:17:47] If you're going and the customer sitting there going and the customer asks you a lot of in any questions you're not really being very. And so to summarise doubt confusion has to show these things are a major concern.

[00:18:08] And what you've got in this book that I'm encouraging you to down there down low there is no selling there's no you know I won't be a mailing list or anything like this. Give me a chance to distribute in the best possible way really for thing yeah.

[00:18:24] If you want to address something like doubt or confusion these things you need to be able to describe it in a way that everybody in the team come understand. Simple rule number one.

[00:18:35] Two you need to get everybody in the team to on the same page to listening for it.

[00:18:40] Just by being it, noting examples of it then you need to look at things that you can do in order to address it maybe give information in a different place maybe make your conversation a little easier to understand and then you go back around and check it again and check it again and it's that simple.

[00:19:01] But first of all I need to talk very briefly about just writing.

[00:19:06] The kind of breakdowns that you get so I'm not going through these in a huge amount of detail I'm just going to give you some examples but you will see this in your it in your little ebook if you choose to download it so this hesitation and you know long pauses.

[00:19:26] Okay that's you know few things but if that's repeated 10,000 times and we the mood.

[00:19:34] I can't because of costing you time but there's also not just the time there's the other impacts but it the what your hearing is the customer experience dissolving the trust dissolving because we're not communicating.

[00:19:47] Repetition is a great example people will repeat things that they're uncertain about people will want you to reinforce the fact yes when we said it was free we meant it was free.

[00:20:01] Irrelevant questions if someone was asking you the wrong question at this point in the relationship that's something not quite right. People may be having difficulty making the big decision can you break that's on down.

[00:20:15] Miss understanding's inculherent frustration and irritation when I don't understand things I get cross to 25% of people when interviewed about about this kind of stuff. You know requesting you know requesting repeated confirmation so you're sure it's free you're absolutely certain that it's free.

[00:20:39] And so there are whole series of things that you might notice I've given you a list of things that I've noticed in the 10 million but we did using our technology.

[00:20:49] Yeah this is not the this is not the ultimate list this is just a list add to it listen to your own phone call use it caller just caller.

[00:21:01] Well if the caller calling for something that you can actually deliver is a it's one of the most fundamental piece of the I'd like to book a point of view to come on my carpet well you can't have that because we haven't measured the doubt and you have an order to do yeah.

[00:21:18] It's the right conversation at the right time it's the silly stuff notice it pay attention art is the right content there. Yeah find out what's going on the listen can be you're find a load of tips.

[00:21:34] In the in the little ebook and just conclude very quickly yeah everybody needs to play from your agents through to your team leaders whose QA capability to complain.

[00:21:50] Listen now for those behavior put them into some kind of spreadsheet just make a move to them find the reference point the particular conversations so everybody's got that same language everybody understands the same thing.

[00:22:06] Finally look at where those confusion whether's have to say it's where those things happen and see if there's something you can do. I now going to put you through to an agent it would be handy if you've had your number and a pin and paper ready.

[00:22:22] Maybe that's all you need to do to reduce five comes up a million call. Have that conversation in currently that goes here's something we noticed. This is where it occurred. This is why we think there's the problem and this is what we can do to think that.

[00:22:43] There's no magic in understanding customer experience there's no wonderful. You know, five great rules to do it it's about what's noticing what's real and then act me man if you're asking me the wrong question at the wrong time that's our fault.

[00:23:02] We've put you on the wrong top now what can we do. What can we do it to separate information down making it easy for people to understand. So finally. There's some targets once you know what you're doing then.

[00:23:20] See if next month things get better I've done a nice and quick training for one of the night patients and we got five and bump from spending five minutes. Just getting people to ask questions are starting different order.

[00:23:35] Just notice in where people are confused and why they're confused maybe it's because it is the wrong question at the wrong time. There's lots of conflicts with confusion it's got real meat in terms of cost and make this into a continuous process it's time you started analyzing.

[00:23:56] Avia uncertainty emotions these things have real value and I'm not talking about the pop call of public sentiment that nice words versus the last few words. I'm to about understanding someone gets frustrated on nervous at this point it's costing you money.

[00:24:15] You need to mone more of your supplies but you also need to mone more of your soul in terms of listening to the calls and getting into the details.

[00:24:25] Listen for me this has been fantastic fun. I'd like to thank everybody for their attention and time and of course Martin you're an absolute legend much appreciated so thank you very much. I hope I haven't overstayed.

[00:24:40] You absolutely haven't and I just we've talked about this a couple of times thank you so much for this kind of. I'm thinking of giving us something to really think about and I absolutely recommend people getting this ebook that Morris put together.

[00:24:59] I've got a couple of questions if that's okay Morris. I'm here all night well not literally. Here we go let me just pick up this comment here fabulous great practical approach that time flew thanks Danny and I I really do think as well.

[00:25:16] I can't help but think I wish when I was running contact centers and then moved into QA the I I knew about this because.

[00:25:28] I'm just thinking would you recommend that you take maybe part of your QA team and whether that's an actual QA team or some of your team leaders and said look.

[00:25:39] To mix things up a bit instead of going through our standard scorecard we devise a scorecard that captures some of those headings that you said make up uncertainty confusion like hesitation repetition.

[00:25:53] The you know some of those asking out to context questions and just to identify you showed in Excel there where pay based on your own. Research the amount of hesitations I think it was something like 5,000.

[00:26:10] Would you recommend that that's something that people do that they go right let's have a look at this let's just see what is out there based on that criteria. Absolutely so. In the example I showed a hesitation has be shall occurred because it was designed in.

[00:26:29] They asked the wrong question at the beginning they asked the question how can I help you today and all of a sudden that the right question if I didn't know how to. Cribe what I want in relation to how you might understand that and fix it for me.

[00:26:49] What you've got is the road to hell what you've got is the road to conclusion so by just changing the question slightly this where the five minutes training payment. Could guide the customer into a better version of that question of how can we help.

[00:27:07] Without taking away any of the fliminess and without making it into more of a script but really what I would say is.

[00:27:16] I analyze huge volumes of interactions because I work with technology that allows me to simply plug in a flag and say I want to hear confusion I want to hear.

[00:27:30] I want to hear repetition you know it identifies it and so I'm able to see that this stuff has real cost 50% is an average across the that the various different interactions that we looked at where where it.

[00:27:51] It added 50% to the cost and that's real meat and the other thing is you know we're in a couple of issues week hall centers times having a victory doing something practical everybody understands.

[00:28:06] I mean that was the basis of all of my work historically trying to do simple things everybody understand. I know I love it let's just pick up another couple of.

[00:28:20] Awesome, a sensible fact based approach that could be implemented immediately and I don't know if thank you Rob and I don't know if you saw this Maris great insight Maris enjoyed that lots of takeaways from from Tim.

[00:28:37] So Maris absolutely brilliant and like I say you kindly have given me the the ebook but I recommend for people that want to know more getting touch with you.

[00:28:49] I'll share the details in the newsletter as well this recordings obviously going to be on LinkedIn and YouTube but this is just the tip of the iceberg and we spent a good couple of hours talking about this and what I love.

[00:29:03] I think that's the most important thing is as people have picked up on it practical as you said it can give contact centers wins and I just think it's a really nice way of.

[00:29:15] Evidence in something that's sometimes a bit nebulous you know like the customer experience we we've all picked out some of those measures in the past on this on this show.

[00:29:25] I think that you can say we've reduced hesitation by 25% which is meant this much cost saving you know and that's the kind of stuff that we. We need to be doing I think it's really important to be able to demonstrate things that are useful.

[00:29:42] The only thing I would say is because you know I was one of the first customer experience managers in banking I was Lloyd Lloyd bank. Lloyd bank first customer experience manager and people used to say to me all that customer experience staff is wooly.

[00:30:00] I've never found it to be so yeah there is a wow effect and that can cost money and it all work or it doesn't.

[00:30:07] But but the the business experience around customer experience is a pound shilling of pen so you know it is a dollar and sense thing it's you know there is no. There is no magic in the business case but there you know anyway it's been absolutely fabulous.

[00:30:26] Well let me be sure every few more let me just show you a few more comments.

[00:30:30] Maris simple yet things are probably from the radar when looking at the other agency saw thumbs sticking out says Dan Rob says who should we follow you ask Morris pentel very very true Andrew says thank you Morris really enjoyed it.

[00:30:48] A mom says I've already sent a connection request Morris I would love to speak to you more about the whole subject thank you for your insight.

[00:30:57] And Morris pentel how do we contend with sentiment or pauses or uncertainty with dealing with centers in different parts of the world so that's a really good question the short answer is.

[00:31:12] I am I'm out we have we have a night technology and it detects behaviors so I recently been working on a thing where I was listening to the platform which flagged sadness in shiremi's and in Turkish for me to amolize otherwise.

[00:31:35] The cultural thing is something that you have to adjust to and I'm yeah I'm a highly skilled conversation analyst in English but without tools I wouldn't think even with translation.

[00:31:52] I could we analyze well different cultures and languages so you do need local language expertise but study study list focus study talk study conversation analytics and and you know some of my you were talking earlier about about previous predictions and whether or not they would send up.

[00:32:17] I'm the first to say hello one where I talk about the early days of customer experience the rules are still the same it's all about the detail small detail.

[00:32:26] Yes thank you for that question deep back and we've Darren says thanks for this really straightforward and practical advice loved it so.

[00:32:35] Thank you so much for doing this and I know that you are happy to do a longer session and it seems like from the questions that would be something that people would love.

[00:32:47] If people download the little ebook from you and if they'd like to have a session to go through it in more detail I'm more than happy to do it. Let me just pick up one more question.

[00:33:01] Hey Spencer good to see you Morris what are your thoughts on AI. There many in complex I have a complex relationship with AI from on one hand being extremely concerned about the impact of having on the environment and.

[00:33:18] Some fettled use of it which is a real practical thing but also people came up with questions earlier about automated UA and I work with AI to do automating curate I work with AI to.

[00:33:36] vulnerable customers at a level as never before to on the one hand, I'm extremely concerned about some use of it. But on the other hand, I'd like out knowledge or not the company I work for, but this technology that can deter it vulnerable customers,

[00:33:56] I'd like that to be a legal standard. So, you know, I read bookfingers with both things of the spectrum and in the middle I hate the commercial use, because I am so tired of being people's product. Why not wearing any logo? It's not going to suck.

[00:34:16] I think it's just make that up. It's always insightful when it entertaining to talk to you. Thank you so much, my friend. Thank you for a great show and I love the show. You know,

[00:34:27] it's one of the few things I make the time to read it every month. Thank you very much. Thanks, Maris. And Heda, yeah, good point. Talk is a great book recommendation. That's by

[00:34:39] a little bit of StoCo. I also recommend that. Me and P of chatting about that before. And I've just realized, I'm sorry, Spencer. I missed your earlier comment when it comes to behavior and emotions. Some instances have highlighted a lack of training for customer

[00:34:56] service representatives to communicate efficiently with deaf callers using third party interpreters. Whenever I call, I'm frequently placed on hold, get managerial approval before connecting with a third party interpreter. It appears that the coal system should undergo a comprehensive

[00:35:15] accessibility assessment to accommodate all callers. Maybe Maris can answer this. Spencer, I am a huge advocate of your work and shining a light on that key part of our population that is deaf and your insight into some of the trials and tribulations that you have to go

[00:35:37] through in anyone with hearing difficulty. It is a frequent and necessary reminder to us all that we really need to consider this. So Maris would be, I know, more than happy to carry

[00:35:52] on talking to you about this key critical area and thank you very much for bringing it up. So I think we probably don't have time to go through the the read along, I'm afraid,

[00:36:06] but I'm sure you'll agree that that was well worth it. If you have any other people that you think would make a good gal ex guest, one day this will be on the stage much like TEDx.

[00:36:20] But if you maybe you want to do one as well or you know someone, please do just get in touch. If you would like this, it's 20 page ebook, you can contact Maris directly or you can contact me.

[00:36:38] I'm more than happy to provide it. And Maris, as I would recommend following Spencer, yes, so would I. Spencer is doing great things for not just the deaf community but for how our industry as a whole. Deepak, I'm jealous. Thanks Martin and Maris, got to go get the

[00:36:58] week, get to the Vino. Enjoy my friend, Red or White. If you want everyone that knows me, I think knows my preference much like the color of my A-Fever riddled nose. So we will, there's no show

[00:37:12] neck Tuesday because it's the morning after the awards. That isn't because I'm going to be hungover is my daughter Melody's 18th birthday on the Tuesday. So I will be off work. For those of you

[00:37:26] going to the CCMA awards on the Monday night, I do hope to see you. I will be doing some recording so please do come along and say hello and we can get you on a podcast. Peter, just finally,

[00:37:42] a great point for Maris, the impact of AI is far beyond the most obvious part in regard to the disruption of business activity very true. In a decade or less, we'll probably be regretting all

[00:37:55] the under what-to-date of farms. I don't know why I'm juggling. I'm thinking to terminate a salvation. Yes, Red as you know Peter. So there will be no red wine next Monday night. I do hope

[00:38:06] to see you at the awards. No show next Tuesday. So I think is it the 25th will be yes. Tuesday the 25th, 10 a.m. B here. Thank you all so much for giving up your time. Thank you

[00:38:25] so much to Maris. I think this is great to see something new and new way of looking at our interactions with our customers and then being able to demonstrate real value improvement.

[00:38:39] You know, I think uncertainty and confusion is great. So do get in touch with Maris to find out more. Yes Rob, see you at the awards on Monday. Anyone else going please give me a shout

[00:38:51] red to my there we go. What a perfect place to end the pack. Thank you very much. Enjoy your evening for everyone else watching in the UK. Please do have a wonderful day and Spencer. Thank

[00:39:02] you very much. Have a great time if you thought as 18th birthday we will. I think we're going to have a bot for this brunch. So it could be dangerous. I hope you've enjoyed the show. The 71st

[00:39:13] I can't believe we've got up to that many. Thanks for all your comments as usual and finally again thanks to Maris. Have a lovely rest of your day.