 Hello. We are ready to get started with our next talk here. So we have Laura Jeff-Gote. She's going to talk to us a little bit about that, but she'll support the customer service. Thank you. Can you guys hear me? Awesome. I'm a little bit froggy because of allergy, so I apologize if I can't cross the line. Of course. I know we have lunch right after this, so I won't hold you long. I'm watching the clock. Okay. Excuse me, guys. In the back. Sorry. I just want to make sure I go to the back and you're being good. So my name is Laura Jeff-Gote. I appreciate you guys coming to hear me talk a little bit about customer support and how to make our customers happy and, more importantly, how to keep our customers happy. So that's what I'm here to talk about today. By a show of hands, how many people have had customer experience? Most of us have. How many of you have had that customer experience? Surely all of us have had that, too, right? So both of those probably stand out. A good customer experience can stand out in your mind differently than a bad customer experience. So we're going to talk a little bit about both today. Excuse me. Customer service is the assistance provided by a company to people who buy or use your products and services. Customer service and customer experience are two different things. You're going to hear me use the terms customer support and customer service interchangeably throughout the talk. Customer experience is really the overall picture, right? So customer support is part of customer experience. The customer experience actually starts before your customer. Customer experience starts the moment that a person learns or hears about your product or service. So it's happening before you're given a picture. To me, customer support and customer service is the biggest and most important part of the customer experience. I'm very passionate about customer support because I am a customer support representative. That's my job. But I also am a customer support representative because I'm passionate about customer service. I work for WPML. I'm familiar with WPML, WordPress Multilingual Plugin. It's created by Omago Systems and we also create the tool set suite of plugins. So I work for an international company that does WordPress plugins. We have about 20 members on our support team for WPML and before that I was a freelance web designer. I've worked for WPML for about two years now and before that I was a freelance web designer. So I've seen what it's like to be a one-man show to be a customer support and I've seen what it's like to work on a team of 20 people with customers all over the world. WPML's appeasers are pretty much the same. So with customers we want to treat our customers how we would want to be treated as customers. Don't overthink it, right? Why is customer experience important? Because it builds trust, right? When we build trust with our customers that's when they're going to be more likely to purchase our products for service. Some of you guys that trust us they're probably not going to buy from us, right? At least I don't buy things from people that I don't trust. But customer support is also important because every single person, right? Let's just do a little exercise to see if this is true. Anyone else here customer service representative? I haven't been. Cool, so I think you'd agree that customer service is a pretty important aspect, right? Does anyone here own their own business? Business owner, you would probably agree that customer support is pretty important, right? Because we want to keep our customers happy so we can keep our business. If you don't own a business do you work for somebody? A few people? So if you work for a company you probably agree that customer support is important, right? Because you want to keep your job so you don't have to keep your job or company means our customers. You're not a customer support representative you don't own a company and you don't work for somebody. Do you buy things? Nobody who buys things? Nobody who buys things. I know it's ready for lunchtime I'm going to make you interact with me a little bit. So if you buy things imagine customer support is important to you too, right? So customer support literally touches everybody whether it's we're on the business side or whether we're on the consumer side. So it's very important to keep customer support front and center. 85% of consumers are willing to pay more for good customer experience. So by providing excellent customer service to your clients you're already giving them more value if that makes sense. Customer support is not something that goes unnoticed anymore. By 2020 customer experience will overtake price and product as the key brand differentiator. This means that statistics show that within just a few years people are it's more important for you to provide excellent customer service so your competitor down the street can offer the exact same product at a cheaper price but it doesn't matter if you're providing customer service, people are willing to pay more because of that. Or vice versa, maybe your competitor is offering it for more and you're like, well I'm just going to be in my offering at the same service at a lower price but if you're not providing customer service it doesn't matter. People are going to pay because they bought that customer service. When we buy things nowadays we don't want to buy it and if something goes wrong and then we don't have a way to get in touch with something. So these companies that you buy from online on Facebook, these companies that sell things are really, really cheap and then people never get their order or they got the wrong size and so they'll go on Facebook to complain about it and they don't get a response because now they're dealing with bad customer service. So we don't want to be there, people are willing to pay more just for service. 89% of customers get frustrated when they need to repeat their issues over and over again. Is anyone ever had this happen? When you call and you're like, hi, happy to help you today, what can I do? What can happen? Sure, let me transfer you over to so-and-so and they'll take care of that. Right, so you get online, well, good morning, how are you doing today? What's going on? Well, I just explained it but let me tell you what's going on. Oh, absolutely, let me get you to the right department for that. That's super frustrating, right? I'm curious where the 11% of people that don't get frustrated with that. I don't know who they are. People who transfer other people on the phone. Yeah. Very good. 32% of happy customers will share their experience with six or more people. That's an awesome statistic, right? If people talk about happy purchases, happy stories, happy customer service, people are glad to share that. And 72% is great. However, 13% of unsatisfied customers tell 15 or more people that they're not happy. So less people are actually talking about it, the percentage is less, but they're telling a lot more people. People love to spread dirt, right? People like to talk about bad experiences. You may think that this is good because that percentage is small. One out of 26 unhappy customers complain, so you might be thinking, well, great, that's 25 unhappy people that just aren't saying anything about it. That's not true because those 25 people are leaving. They're not going to be customers anymore. So something bad happens and instead of them complaining about it, they're done with you, right? So if you think of it this way, when somebody complains or somebody has something negative to say, that's an opportunity. Take that opportunity to make things right. So don't be afraid of negative reviews or somebody complaining about a product or service publicly. Take that opportunity to make it a better situation. We'll talk a little bit more about that in a minute. Let's talk about why your customers are leaving, okay? Customer service is one of them, but there are some other reasons. So let's figure out why are our customers leaving? Well, 1% of them die. Not a lot we can do about that. 3% of them move away. Again, kind of out of our hands. 5% develop other relationships. What this means is, let's say you have a real estate business and you have a great client, but the client's brother becomes a real estate agent. Obviously, they have to eat the brother as their agent whether they want to or not. 9% are going to go to their competition. 14% are just dissatisfied and 68% of people leave because of rude service. Look at those numbers. That's huge. That's a huge difference. Showing how important it is to people to get good service. And I mentioned that customer service will spread in a wildfire. Again, a smaller percentage are talking about it maybe, but they're telling a lot more people. The people that they tell about it, they're telling people. So it spreads and spreads and spreads and now this negative story is everywhere. So let's talk about customer service. The most important thing for me is to respond quickly. There's nothing more frustrating when you're already having a problem, you're frustrated and you've asked somebody for help and then you just have to sit there and stew on it. That's not going to be good for anybody. So for me, as a customer support representative, there's times that our ticket queue we've got like 100 tickets obviously, but can't solve all those as fast as I would like to. But what's important to do is at least to respond. Hey, I see that you've got a problem. I just want to let you know I'm working on it and I'll come back with a solution as soon as I can. That quick little sentence that takes 10 seconds to type depending on how fast you think that will ease a lot of trouble. When I'm hoping to ticket like a first time ticket and there's four responses from the client like hey, I need help. Hey, I still need help. Hey, are you going to help? I need to get the information points on the fourth one. That guy's obviously angry. You know, and he's waited a long time I can understand that frustration. So it's really important to respond quickly just to let them know that you're working on something. Because for support. The reason I say this is if somebody's having a problem with your product or service hopefully your website or your social media has a platform that they can come to you and ask for help. Maybe they've already left and so they're taking it elsewhere to talk about you. They're talking about you behind your back kind of thing. Google Alerts will let you find out about this. It'll show you where they're talking. Maybe they're on a different forum that you didn't even know existed and they're complaining about this. What that does now is that it gives you a chance to publicly acknowledge that you're there to help them out and that builds trust with that customer back that they've left. But also what you're doing is you're building trust with potential customers because now other people that may not be your customers yet they can see you reaching out. You're taking the effort to go and find a happy customer and try to bring them back and make the situation better. So that's impressive to people. People like to see that kind of thing. So utilize Google Alerts to find out where people are talking about you and then you can make things better. I know it sounds like a lot of extra work but exceed expectations. It's important to exceed expectations because nowadays, average isn't enough. We've got to be awesome. We've got to be better than average. I'm not saying you need to send flowers to all of your unhappy customers. That would be expensive on my part. But little things. When I'm working on somebody's website an easy way that I can exceed expectations is to really take a look at their site. This is their business. This is the type of somebody that sells chocolates online. So maybe I'll make a comment when I'm applying them and solving their problem. Hey, by the way, those chocolate turtles look amazing. Maybe I'm trying to get them to send me some after I solve their problem. But it proves the point that they're not just another ticket in the queue. I'm paying attention to their website. I'm paying attention to what they do for a living. In their mind it says to them, wow, she understands that this is my livelihood and this is an important problem. Or some websites I work on are vacation websites. And I'm like, wow, this place looks beautiful. I've never been here. I actually got an invitation to Greece one time. It's kind of weird. But no, just pointing out some different things that you for me, the way I work is on their website. So for me, I try to make a point to say something or maybe it's just even complimenting. Wow, your site is beautifully designed. What a great job. Little things that you can do to make them feel special and be awesome. It's also important to take responsibility. So in my situation we take responsibility as a team. I've got 20 supporters on my team. One of my coworkers may have worked on a different ticket that this person is. And maybe in solving one issue for something else we see that. I don't ever want to point the finger at my coat or point the finger even if maybe a client wrote something on their site. Maybe their settings or configurations were wrong. In a situation when something happens with our team, we take responsibility for that. Oh, hey, sorry that happened. Let's fix it. It's never about shifting lanes. It's important to take responsibility. If we release a new version of our plug and that has a bug, it's important for us to take responsibility. Like, oh here's another ticket, fix it. It's important for people to know that if you don't update, there's a bug in that other version and this is what could happen. So always take responsibility when it's your fault. Ask for feedback. This is an important one. It's very surprising. But when you ask people to do something, they'll actually do it. So when we have tickets resolved on our forum once it's marked as resolved, we'll ask them a couple questions. Hey, did we solve this problem? What are the results? Tell us a little bit about it. So a support forum is actually a gold mine of information if you ask those questions. We actually do ask those questions and we store them so I can see feedback from all of my clients and I can see feedback for all of my co-workers too. So people can rate us. We can get one star, which is not good. Hopefully we don't get a lot of one stars. And we can get five stars and people actually leave really positive feedback. So on days when I'm feeling down or I have a really frustrating week at work, I can go in and just filter by all the five stars and see all the good stuff people say about me. But so we find managers, right? So if the owner of the company can see the feedback. And honestly, nine times out of ten, it's really positive feedback. So it's great that they can see that and that we can see that. Let's talk about this theory. Who agrees that the customer is always right? Because everybody hears this, right? The customer is always right. The customer is not always right. Absolutely. These are all like our burning little customers, aren't they? Um... Sorry. And I love you all anyway. The customer is not always right. But as a business owner or as a supporter, it's our job to kind of walk them through the process of being gentle with them and kind of get them to a solution. At the end of the day, if you do this correctly, it gives us an opportunity to teach our clients, right? So if somebody's got a complaint or something's broken, as a supporter, I can hold their hand and get them to a solution. And at the end of that, they may come around and be like, you know what, I wasn't right. But you don't want to shove it in their face, right? So we got it because we're supporters. We got to be nice. We don't ever want to be pulled into an argument with a customer. I know. I'm there every day. Um... It's frustrating. And it's hard to communicate online a lot. We don't do phone support. So everything that I... every way that I communicate with my clients is on the form. This is tight. So you have to be very careful in how you phrase things. And also take into consideration that they're frustrated. And so the way that they're coming across, they may not mean to be harsh and short of a mean, and harmful to be considerate. Um... Sometimes there are people that are just angry. They're just mean and they type in all caps in bold and red font. And no matter what you do, however nice you are sometimes, you can appease them. Maybe they're just angry, unhappy people. That's not your job to fix their life, right? So don't get pulled into an argument. Just do the best you can. Scott Stratton has one of my favorite quotes ever. You're not the jackass whisperer. When you say that you just can't get past the frustration, I highly recommend you go to this website. Scream into the void.com. It's a real thing. And I use it all the time. And it's like, I'm so bad. I want to type this response to my client, but I can't. So when it's like here, you hit Scream, and it's like... But it's fun. And then I'm like, see, now I don't feel that way. I use it with my husband, too. Um... I think we use Maddox to improve chat, or we use Slack or Skype, whatever you use. We have a channel for the customer supporters that we just can like bet. You know? Like, can you believe this guy has 109 plugins in his phone? Um... I'm not exaggerating. I have one last week. My most is 131. I have to take it. It's super fun to make a deep look at your package of those. Um... But, um... If you work with other people, or just think of some way that you can, like, have a channel or somebody to get that frustration out. Because it helps. You know, we chat with each other, like, whether you think that's bad, well, I have this, and you're like, oh, my problem is on the web. Anyway, just something fun to do, but I highly recommend just for fun, ScreamIntoDivority.com. Okay, so we talked about what not to do or bad practices, and then let's talk about that. Spending time planning. So a lot of people overthink a customer service plan. But the more time you spend planning for great service, the less time you're actually providing good service, right? So don't overthink it. Yes, it's good to have a plan. And by a plan, I mean, how are you going to handle support issues? Are you going to do phone calls? Are you going to do live chat? We have a forum. But it's our policy for responding to the forum. But don't overthink it other than that, right? So just treat other people how you want to be treated as a customer. Give the customer what they want. Easier said than done sometimes. But what I mean by this is, when we're overloaded with tickets, it's very easy for me to jump in head first and be like, I guess we should fix it. And then next week. But you kind of have to woo the customer a little bit, right? So keep in mind, they're probably frustrated. So first thing I always do is greet them. Use their name and think of your name. I want to show them that I value them. I mentioned talking about their website or their business or something like that. Try to do something that makes them understand that you appreciate them as a customer and their business is important. And then listen to them, right? They want you to listen. And how do you show somebody that you're listening if you're not having a conversation like that? I know you guys are listening because I can see you listening to me. But if they're on forum, they can't see me. So what I always try to do is repeat the problem back to them. Hey, hi, Ben. Thanks for listening to me. I see that your Real Estate website is having an issue. It looks like blah, blah, blah, blah, blah, blah. Right? So I repeat that back to them. Shows that I've acknowledged them. I value that this is their business. I see what the problem is. Now I'm ready to start solving it. Another thing that I'm also with you, I can't tell you how many times I've worked on a problem. Maybe I've spent like an hour or trouble she was taking. I'm so excited I solved it. I sent an issue back and I'm like boom, it's fixed. It's a different problem. Good. Fix that one. But that happens a lot. So by listening to them and repeating it back, you're also probably going to save yourself from solving wrong problems. Then I offer the solution. And every time I offer the solution, I always want to end up like, hey, I'm pretty sure this is going to fix it. If not, feel free to reply back here. Feel free to submit email or open any ticket. Whatever it is so that, yes, I'm leaving the solution but I'm also welcoming them to come back. Whether this issue is not resolved like I thought it was or whether they have an issue. So always be invited. It's never like, ha, no. Well, I mean sometimes I feel like it but I don't say it. Always invite them back. This was one that surprised me when I started to do some research on this. I guess I didn't realize how many people are just stuck in traffic lights searching for help or support on their phones. And I do it too. But mobile support is really, really key. As a matter of fact, mobile search generates 2.7 billion more queries than people are doing on desktop. So mobile is key. What does that mean for your site or your platform? If you have a website that offers a support form or like an FAQ or something, make sure it's mobile friendly. Make sure it's mobile friendly. And if you don't have it, get one. I'm sure there's people here that can do it. Mobile is important but also it's important to have other channels, multiple channels of service. Now there's a lot, right? We can do live chat, email, phone, forum, texting. There's a ton of different ways that we can offer support. So multiple channels is important but I don't mean that you have to have them all, right? But if you have a huge support team to do all this. But take a look at your demographics and see what type of support makes the most sense to them. For my company, most of our clients are web developers. So they're comfortable on a forum or sending us information. My mom and dad are very scared of live chat. My mom thinks if somebody tries to live chat they can see what she's doing. She freaks out. She's like, I think I can see it. She's on her computer now. I can't see anything unless you allow that. So she would prefer phone support, right? So it's just important to take a look and offer whatever channels make sense to your company. But also keep the same tone. Keep the same brand name across all of that. If you have a casual tone, then be casual on your forum replies. Be casual on your phone calls. Have the same voice across all channels. If you're very formal, then be formal everywhere if that makes sense. So that way people don't feel like one chain of support is different from some others. Sometimes with a listing platform, sometimes I use live chat, sometimes I have to make a phone call. I like when I have the same type of response whether it's by phone or by chat. Enable self-service. These days people like to fix things themselves, right? Doers. 50% of people actually prefer to solve their own problems. So what does this mean? This means it's really important to offer tutorials, whether written tutorials, video tutorials, or I think you frequently ask questions section so that people expect to come to your website and get an answer, right? They don't really want to submit a support ticket. So by doing this, by providing this documentation and tutorials for them, you're also alleviating some of the work for your supporting too, right? Because if somebody can come to my website and solve their own problem, that's one less ticket that I'm going to have to take at the same time. So self-service is really important. It's also important to be transparent. I mentioned a little bit before about being honest and taking responsibility when you need to. It's important to be transparent. I mentioned like releasing a plug-in version that has above. What we do at WPML is when this happens, because it does occasionally. We try not to let it happen, but when it does we accept it. We have a page for problems basically and we'll send out a message saying, hey by the way, this is above. We try to work around as quick as possible and we publish that. We realize this is an issue or maybe it's a compatibility issue. Here's what you can do in the meantime. Our next release will have a permanent solution for this. But it's very important to be transparent so that people know what to expect. A lot of times, because we do that, when you set expectations, they don't get angry. You know, people could complain like, ah, it's another bug. But usually they handle it pretty well because we provide a solution in the meantime. Sometimes we have to publish it without a solution. But then we update it as soon as we can. So it's just important to be transparent. Reviews. How do we feel about reviews? Does everybody like having reviews for their business? I don't know. A lot of people don't like having reviews for their business and I totally get it. I totally understand. But you should. And you might be thinking, what do reviews have to do with customer service? A lot. Because people read reviews. I read reviews. I don't buy anything online without reading reviews. Hopefully, your clients are having amazing experiences. And then they're going to make awesome reviews. So great. That's free marketing, right? Where the customer service partners is when somebody needs a bad review. So that's going to happen. And that's not a bad thing. So many people are afraid of implementing reviews because of those negative answers that are going to leave bad reviews. But that's an opportunity. That's an opportunity to show great customer service. Maybe somebody bought a t-shirt from my website. And they leave a bad review because it didn't fit right. Well, I can message them back publicly so that everybody else, all of my potential customers can see and say, hey, I'm sorry, that shirt didn't fit right. Let me send you a larger size. Smaller size. I should go that way. I'll be sending a smaller size. And, you know, keep the other one and give it to a friend. And then I've now publicly taken a bad scenario and turned it into a good one. And all my potential customers can see that. Don't be afraid of reviews. Also, when I'm researching reviews, if I look at a product that's all excuse me, all five stars out of five, nobody's perfect. I want to see a negative review. Or like something in there that's like, okay, maybe you've got three stars or something like that. It gives legitimacy to your products and services and it goes back to building trust. I don't. I trust a lot of five stars in a couple of battles. So don't be afraid. Use it as an opportunity to put yourself out there. Because online reviews are 12 times more trusted than marketing efforts. So you can spend all this money on a huge billboard that looks amazing and costs you thousands of dollars. Or you can implement reviews and you're going to have more purchases from those reviews. Hopefully they are. 67% of online shoppers are influenced by reviews. That's a high percent. I mentioned myself personally. I'm super influenced by reviews. And nowadays it's just kind of become the norm. You start reading reviews before you purchase online. Again, I mentioned at the very beginning that customers are willing to pay more for good service and good product. So again, that transparency comes through reviews. And allowing your customers to do the marketing for you without spending thousands for that billboard. So in a wrap for this particular section, awesome customer service equals happy customers which equals free marketing. Who doesn't want free marketing? I want free marketing. I know you all want free marketing. You don't have to raise your hands. The good, the bad, the ugly. I want to take a moment to talk about some real-life examples of customer experiences. And maybe see, we can get some ideas of what we can do better for customers. I'm not bashing this next company, don't get upset. It just was one example that I have, was with host gators. I'm going to start with the bad and one with the good. So I had a bad customer experience with a host gator. This was a couple years ago. Host bashing. So a couple years ago I was getting ready to leave the country. I was going on a trip for like 10 days. And I had some real-life clients. I got an email, a phone call, and a text message all within an hour. I was heading to the airport. Their sites were now. So I was like, well this can't be a coincidence. So I call the host gator who wrote the sites were listed. And immediately I get the we're experiencing a heavier than usual time. I'm like, no, you're not. Because I get that every time I call. That's not unusual. That's annoying. So I'm on hold for 45 minutes. What's it going to be fixed? We will know. I'm at eight hours time difference and their server's down for three days. It's very hard for me to communicate back to my clients. I'm waking up to hate emails. And they end up taking their hosting elsewhere. Like I lost those accounts. What could a host gator have done differently? Well, I would have liked to know from them instead of my clients that the server crashed. Because then I could have been the one to let my clients know instead of them being like, oh my gosh, oh my gosh. Also, they should have set better expectations with me. The way I have a phone with them after 45 minutes of the whole time I don't have the impression that they were working on it and it's going to resolve pretty quickly. I didn't expect the server crash for three days. I would have taken measures to move to files. I've done something for my clients. So I would have liked them to let me know first. Give me expectations on what it would be resolved and how they would deal with this different in the future. Just a bad thing. I don't hate those gators. It's just my bad side. Domino's Pizza. I love Domino's. I like Domino's Pizza. Yeah, I'm not from the brand. Just an employee. Do you guys remember where it came out from that came through a few years ago? A few years ago? Tons of problems in Carolinas. For days and days and days. This was in Wilmington where this happened. One of the guys who worked for the electric company had been working literally around the clock for days trying to get everybody's power back. And at the end of the shift he's going home and he's going to pick up a pizza for dinner because he's exhausted and bringing it home to his family. So he goes to Domino's and puts his order in. He's sitting there. He sees other people coming in and getting their orders. So like an hour goes by. Where's my pizza? He goes up to the counter and he's like maybe you guys forgot my order. The guy behind the counter said, I didn't forget. You thought it was okay for me to be without electricity for three days? I thought you'd be okay without pizza for an hour. Oh. Tour story. So the guy gets his pizza. Even tips for you. And he goes home and sells his wife about it. But the wife sells his Facebook about it. This blew up. It blew up. The guy got fired. The manager went on Facebook and replied, doing the best he could. He was like, I'm so sorry. Here's a free pizza. We should have got free pizza for life. But it spread. That story spread like crazy. And the manager, at that point it was out of the manager's hands. So it's important that as business owners we tell everybody in the company especially people that are interacting with our clients directly how important customer service is. That's big. I don't want to be so negative. Let's be positive. American Airlines. Flying with Fred Lee Scouts. I do love American Airlines. So a couple years ago I was getting ready for WordCamp San Antonio. I was sitting at my laptop working on finishing up presentation stuff. I got an email from American Airlines that my first flight was delayed because I live in rural beach so you can't fly anywhere direct. I always fly to Charlotte first. So my flight to Charlotte was delayed and since I only had a 30 minute layover at Charlotte I knew I was going to miss my connecting flight. So I immediately got to the airport and I was like, maybe if I get there early I don't know, my father was like just I freaked. I got to the airport and the counter could tell I was I was like in stress out. I don't know what to do. It was my connection and I got to get to Texas and I already had two layovers. He said, well, I mean I can change your flight completely and get you there like a few hours later or I can add one more stop. You'll get there very close to your original arrival time. You do have one extra layover but I can guarantee that you're going to make all your connections. Does that sound fair to you? I was like, that sounds fair. That sounds really fair. He's appeasing me. I remember you flew a couple of weeks ago and you like window seats, right? I got you window seats all the way and you'll fly first class on your way back. I was like, yeah. Thank you, Derek. So his name was Derek. It really like it eased my mind I had a great flight really even better flight back and that really stood out in my mind. So a few months later I was flying to a different work camp and Derek was at the gate and I was like, Derek. So listen, I'm going to do a talk on customer support and you're my good example. I need your picture. I need to put your picture in my slide. Derek. And we got all shy like, I'll be in your slide I don't really know what that means to be in a slide but okay. So I said, you know, getting ready to board the flight wherever it comes over and I just want to say thank you. That was my boss standing next to me when you came over and so I was your good example of customer service. So, okay, better. So I'm at work camp Baltimore doing this talk and people were tweeting about Derek with American Airlines. Well, somebody tagged American Airlines. So this past year when I was at the Bermuda Beach Airport Derek again. He's like, American Airlines reached out to me with a pat on the back and it all came from work camp Baltimore. So it's huge how far customer service can spread, right? So it's important to talk about the good things and it's important to do the good things so that people are talking because who knows where it's going to get. So I thought that was a really cool story. One more and I was the only one at much time. Oh wait a minute. Things for kids. Like baby swings is my example. Like the best baby swing ever. Even for adults you would all have their baby. They're amazing. So four moms has this swing that I have a three-year-old son now but when I brought him home from the hospital it was like he loved this swing because he was his jam, you know what I mean? He would put him in the swing and it was like instant happiness. So it was like my relief until it broke and then I cried. And I called the company because I was a new mom and the company was so nice. They immediately shipped one out. I think it was there literally two days later and they sent me packaging to send the broken one back. Most of the times you call, they're like we need the broken one back first and then we'll send you a new one so it takes like two weeks to get it. So I was so happy. This was so fast. I didn't have to pay for the return. They trusted me that I wasn't lying about anything. It was wonderful. I was a super, super happy customer. And then five days later I got a handwritten card in the mail and it was from four moms. They were like hey we just wanted to make sure that you got the new swing and that everything was working for you. And by the way we recognized that you're a new mom so here's a $10 gift card to start with. Sorry for giving you gifts. And I was like what? I think I probably cried again. So how cool that they looked at the overall situation like this is a new mom, she's probably not getting much sleep. Then her swing broke. I'm like you're right. Make sure that anyone's working and give me Starbucks. That was so cool. So I am a forever brand ambassador for Formals because they did that. They're a big company. Ten months for Starbucks was nothing for them. So this is why it's important to go the extra mile. Because people will talk about it. Remember in the very, very beginning people tell about good experiences. People are talking about it. So it's not only important to buy a bad customer support but it's also important to go the extra mile and offer awesome customer support. Because reporting times more likely to sell an existing happy customer. So you've already taken the work to get that customer. Keep them happy. Because they're going to buy more stuff from you. They're more likely to buy. It's a lot easier to sell to somebody that's already happy with you than to start that process all over again with potential clients. There's a great quote from Scott Scrabble. Satisfied customers are the best way to market your business. Because they are the ones I become your word about. And they are your customer evangelists. I say brand ambassadors. Customer of it. Same type of thing. So again, people will talk. We want them talking about the good things. That is all I got for you today but I'm happy to take some questions.