Latest / Wedding Pros who are ready to grow - with Becca Pountney / Transforming Wedding Venues from the top down - with Richard Kidner

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Transforming Wedding Venues from the top down - with Richard Kidner · Wedding Pros who are ready to grow - with Becca Pountney

• 0:00
  Also
• 0:00
  very
• 0:00
  entrepreneurial.
• 0:01
  You
• 0:01
  know,
• 0:01
  you
• 0:01
  are
• 0:01
  running
• 0:02
  that
• 0:02
  business.
• 0:02
  You
• 0:02
  are,
• 0:03
  you're
• 0:03
  looking
• 0:03
  at
• 0:04
  from
• 0:04
  the
• 0:04
  top,
• 0:04
  you
• 0:04
  know,
• 0:04
  the
• 0:05
  top
• 0:05
  sort
• 0:05
  of
• 0:05
  sales
• 0:05
  pipeline
• 0:06
  and
• 0:06
  the
• 0:06
  top
• 0:06
  line
• 0:06
  revenue
• 0:07
  all
• 0:07
  the
• 0:07
  way
• 0:07
  down
• 0:07
  to
• 0:07
  the
• 0:08
  bottom.
• 0:08
  And
• 0:08
  what's
• 0:08
  great
• 0:08
  about
• 0:09
  this
• 0:09
  place,
• 0:09
  it's
• 0:10
  full
• 0:10
  autonomy
• 0:10
  and
• 0:10
  I
• 0:11
  almost
• 0:11
  run
• 0:11
  it
• 0:11
  as
• 0:11
  if
• 0:11
  it's
• 0:12
  my
• 0:12
  own.
• 0:12
  I
• 0:12
  treat
• 0:12
  it
• 0:13
  like
• 0:13
  it's
• 0:13
  my
• 0:13
  own
• 0:13
  money.
• 0:14
  So,
• 0:15
  yeah,
• 0:15
  you
• 0:15
  are
• 0:15
  a
• 0:15
  generalist.
• 0:16
  I'm
• 0:16
  Becca
• 0:16
  Poutney,
• 0:17
  wedding
• 0:17
  business
• 0:17
  marketing
• 0:18
  expert,
• 0:18
  speaker
• 0:19
  and
• 0:19
  blogger
• 0:19
  and
• 0:20
  you're
• 0:20
  listening
• 0:20
  to
• 0:20
  the
• 0:20
  Wedding
• 0:21
  Pros
• 0:21
  who
• 0:21
  Are
• 0:21
  Ready
• 0:22
  to
• 0:22
  Grow
• 0:22
  podcast.
• 0:23
  I'm
• 0:24
  here
• 0:24
  to
• 0:24
  share
• 0:24
  with
• 0:24
  you
• 0:24
  actionable
• 0:25
  tips,
• 0:25
  strategies
• 0:26
  and
• 0:26
  real
• 0:27
  life
• 0:27
  examples
• 0:27
  to
• 0:28
  help
• 0:28
  you
• 0:28
  take
• 0:28
  your
• 0:28
  wedding
• 0:29
  business
• 0:29
  to
• 0:29
  the
• 0:29
  next
• 0:30
  level.
• 0:30
  If
• 0:31
  you
• 0:31
  are
• 0:31
  an
• 0:31
  ambit
• 0:32
  wedding
• 0:32
  business
• 0:32
  owner
• 0:33
  that
• 0:33
  wants
• 0:33
  to
• 0:33
  take
• 0:33
  your
• 0:34
  passion
• 0:34
  and
• 0:34
  use
• 0:34
  it
• 0:35
  to
• 0:35
  build
• 0:35
  a
• 0:35
  profitable,
• 0:36
  sustainable
• 0:36
  business
• 0:37
  doing
• 0:37
  what
• 0:37
  you
• 0:38
  love,
• 0:38
  then
• 0:38
  you're
• 0:38
  in
• 0:38
  the
• 0:39
  right
• 0:39
  place.
• 0:39
  Let's
• 0:40
  get
• 0:40
  going
• 0:40
  with
• 0:40
  today's
• 0:41
  episode.
• 0:42
  Today
• 0:42
  I'm
• 0:42
  chatting
• 0:43
  with
• 0:43
  Richard
• 0:43
  Kidner,
• 0:44
  general
• 0:44
  manager
• 0:44
  of
• 0:44
  Mulberry
• 0:45
  House,
• 0:45
  an
• 0:45
  award
• 0:45
  winning
• 0:46
  wedding
• 0:46
  and
• 0:46
  events
• 0:46
  venue
• 0:47
  in
• 0:47
  the
• 0:47
  Essex
• 0:47
  countryside.
• 0:48
  Throughout
• 0:49
  his
• 0:49
  career,
• 0:49
  Richard
• 0:49
  has
• 0:50
  worked
• 0:50
  at
• 0:50
  multiple
• 0:50
  properties,
• 0:51
  giving
• 0:51
  him
• 0:51
  a
• 0:51
  breadth
• 0:52
  of
• 0:52
  knowledge
• 0:52
  of
• 0:52
  the
• 0:52
  industry
• 0:53
  as
• 0:53
  well
• 0:53
  as
• 0:53
  his
• 0:54
  venue
• 0:54
  work.
• 0:54
  Richard
• 0:55
  also
• 0:55
  now
• 0:55
  sits
• 0:55
  alongside
• 0:56
  me
• 0:56
  on
• 0:56
  the
• 0:56
  advisory
• 0:57
  board
• 0:57
  of
• 0:57
  the
• 0:57
  newly
• 0:58
  formed
• 0:58
  UK
• 0:58
  Wedding
• 0:59
  association
• 0:59
  as
• 0:59
  the
• 1:00
  hospitality
• 1:00
  and
• 1:00
  venues
• 1:01
  advisor.
• 1:02
  Richard,
• 1:02
  welcome
• 1:03
  to
• 1:03
  the
• 1:03
  podcast.
• 1:04
  Hi
• 1:04
  Becca,
• 1:04
  thanks
• 1:05
  for
• 1:05
  having
• 1:05
  me.
• 1:05
  Thank
• 1:06
  you
• 1:06
  for
• 1:06
  being
• 1:06
  brave
• 1:07
  enough
• 1:07
  to
• 1:07
  come
• 1:08
  and
• 1:08
  be
• 1:08
  on
• 1:09
  an
• 1:09
  episode.
• 1:10
  I
• 1:10
  know
• 1:10
  when
• 1:10
  I
• 1:10
  asked
• 1:11
  you,
• 1:11
  you
• 1:11
  said
• 1:11
  I
• 1:12
  thought
• 1:12
  you'd
• 1:12
  never
• 1:12
  ask,
• 1:13
  but
• 1:13
  really
• 1:14
  I'm
• 1:14
  not
• 1:14
  sure
• 1:14
  you're
• 1:14
  asking.
• 1:15
  Congratulating
• 1:15
  you
• 1:15
  on
• 1:16
  your
• 1:16
  award,
• 1:16
  which
• 1:16
  I
• 1:16
  can
• 1:16
  see
• 1:17
  in
• 1:17
  the
• 1:17
  background
• 1:17
  there.
• 1:17
  And
• 1:18
  I
• 1:18
  was
• 1:18
  like,
• 1:18
  oh,
• 1:18
  when
• 1:18
  you
• 1:18
  asked
• 1:19
  me,
• 1:19
  I
• 1:19
  was
• 1:19
  very
• 1:19
  flattered.
• 1:19
  Yes,
• 1:20
  thank
• 1:20
  you
• 1:20
  very
• 1:20
  much.
• 1:21
  Well,
• 1:21
  I'm
• 1:21
  thrilled
• 1:22
  you've
• 1:22
  come
• 1:22
  on.
• 1:23
  I
• 1:23
  think
• 1:23
  you
• 1:23
  might
• 1:23
  be
• 1:23
  the
• 1:23
  first
• 1:24
  official
• 1:24
  GM
• 1:25
  from
• 1:25
  a
• 1:25
  venue
• 1:26
  that's
• 1:26
  been
• 1:26
  on
• 1:26
  the
• 1:26
  podcast.
• 1:27
  I've
• 1:27
  had
• 1:27
  venue
• 1:27
  owners,
• 1:28
  I've
• 1:28
  had
• 1:28
  venue
• 1:29
  like
• 1:29
  wedding
• 1:29
  coordinators,
• 1:30
  but
• 1:30
  I
• 1:30
  don't
• 1:31
  think
• 1:31
  I've
• 1:31
  had
• 1:31
  a
• 1:31
  manager.
• 1:31
  So
• 1:32
  we'll
• 1:32
  come
• 1:32
  back
• 1:32
  to
• 1:32
  that
• 1:33
  a
• 1:33
  little
• 1:33
  bit
• 1:33
  later,
• 1:34
  but
• 1:34
  before
• 1:34
  we
• 1:34
  get
• 1:35
  there,
• 1:35
  I
• 1:35
  always
• 1:36
  like
• 1:36
  to
• 1:36
  get
• 1:36
  to
• 1:36
  know
• 1:37
  the
• 1:37
  history
• 1:37
  of
• 1:38
  the
• 1:38
  person
• 1:38
  on
• 1:38
  the
• 1:38
  podcast
• 1:39
  so
• 1:39
  that
• 1:39
  my
• 1:39
  listeners
• 1:40
  know
• 1:40
  why
• 1:40
  they
• 1:40
  should
• 1:40
  listen
• 1:40
  to
• 1:41
  you.
• 1:41
  So
• 1:41
  take
• 1:41
  me
• 1:42
  back.
• 1:42
  How
• 1:43
  did
• 1:43
  you
• 1:43
  end
• 1:43
  up
• 1:43
  in
• 1:43
  the
• 1:44
  world
• 1:44
  of
• 1:44
  hospitality
• 1:45
  in
• 1:46
  the
• 1:46
  first
• 1:46
  place?
• 1:46
  Was
• 1:46
  it
• 1:46
  something
• 1:47
  you
• 1:47
  always
• 1:47
  wanted
• 1:47
  to
• 1:47
  do
• 1:47
  or
• 1:48
  did
• 1:48
  you
• 1:48
  fall
• 1:48
  into?
• 1:48
  You
• 1:48
  know,
• 1:49
  I,
• 1:49
  I
• 1:49
  followed
• 1:50
  my,
• 1:50
  my
• 1:51
  dad,
• 1:51
  he
• 1:51
  was,
• 1:51
  he
• 1:52
  was
• 1:52
  in
• 1:52
  hotels
• 1:52
  his
• 1:53
  entire
• 1:53
  career
• 1:53
  and
• 1:53
  I
• 1:54
  was
• 1:54
  that
• 1:54
  young
• 1:54
  kid
• 1:54
  that
• 1:54
  used
• 1:55
  to
• 1:55
  go
• 1:55
  in
• 1:56
  on
• 1:56
  Christmas
• 1:56
  Day.
• 1:56
  After
• 1:57
  you've
• 1:57
  had
• 1:57
  Lunch
• 1:57
  and
• 1:57
  walk
• 1:57
  around
• 1:58
  the
• 1:58
  kitchens
• 1:58
  holding
• 1:58
  your
• 1:59
  dad's
• 1:59
  hand
• 1:59
  as
• 1:59
  a
• 1:59
  4,
• 1:59
  5,
• 2:00
  6
• 2:00
  robot,
• 2:00
  if
• 2:00
  it
• 2:01
  was.
• 2:01
  And
• 2:01
  always
• 2:01
  impressing
• 2:02
  chefs
• 2:02
  and
• 2:03
  all
• 2:03
  the
• 2:03
  buzz
• 2:03
  and
• 2:04
  the
• 2:04
  action
• 2:04
  of
• 2:04
  hospitality
• 2:05
  and.
• 2:05
  Yeah,
• 2:06
  it's
• 2:06
  kind
• 2:06
  of
• 2:07
  in
• 2:07
  my
• 2:07
  DNA
• 2:07
  is
• 2:08
  what
• 2:08
  I.
• 2:08
  I
• 2:08
  say.
• 2:09
  My
• 2:09
  parents
• 2:10
  always
• 2:10
  a
• 2:10
  bit
• 2:10
  like,
• 2:10
  are
• 2:11
  you
• 2:11
  sure
• 2:11
  you
• 2:11
  want
• 2:11
  to
• 2:11
  go
• 2:11
  into
• 2:11
  this?
• 2:12
  But
• 2:12
  yeah,
• 2:12
  I
• 2:12
  did
• 2:12
  hospitality
• 2:13
  management
• 2:13
  at
• 2:13
  Westminster
• 2:14
  University.
• 2:15
  I
• 2:15
  got
• 2:16
  on
• 2:16
  the
• 2:16
  Marriott
• 2:16
  International
• 2:17
  graduate
• 2:17
  scheme
• 2:19
  and
• 2:19
  I
• 2:19
  worked
• 2:19
  my
• 2:19
  way
• 2:20
  up
• 2:20
  with
• 2:20
  Marriott
• 2:21
  in
• 2:21
  2009,
• 2:22
  I
• 2:22
  think
• 2:23
  it
• 2:23
  was.
• 2:23
  Was
• 2:23
  when,
• 2:24
  you
• 2:24
  know,
• 2:24
  there
• 2:24
  was
• 2:24
  a
• 2:25
  sort
• 2:25
  of
• 2:25
  an
• 2:25
  economic
• 2:25
  downturn
• 2:26
  and
• 2:26
  Marriott
• 2:26
  being
• 2:27
  a
• 2:27
  big
• 2:27
  corporate
• 2:27
  companies,
• 2:28
  it
• 2:28
  is,
• 2:28
  you
• 2:28
  know,
• 2:28
  kind
• 2:28
  of
• 2:28
  structures
• 2:29
  and
• 2:29
  redundancies
• 2:30
  were
• 2:30
  made
• 2:30
  and.
• 2:31
  And
• 2:31
  I
• 2:32
  moved
• 2:32
  off,
• 2:32
  went
• 2:32
  to
• 2:32
  work
• 2:32
  for
• 2:33
  private
• 2:33
  hotel
• 2:34
  companies,
• 2:34
  went
• 2:34
  to
• 2:34
  work
• 2:34
  for
• 2:35
  the
• 2:35
  exclusive
• 2:35
  collection
• 2:36
  which
• 2:37
  was,
• 2:37
  you
• 2:38
  know,
• 2:38
  I
• 2:38
  kind
• 2:38
  of.
• 2:38
  I
• 2:38
  found
• 2:39
  a
• 2:39
  role
• 2:39
  in
• 2:39
  a
• 2:40
  hotel
• 2:40
  that.
• 2:40
  That
• 2:40
  was
• 2:41
  near
• 2:41
  me
• 2:41
  and
• 2:41
  it
• 2:41
  looked
• 2:42
  really
• 2:42
  great
• 2:42
  but
• 2:42
  I
• 2:42
  didn't
• 2:42
  quite
• 2:42
  know
• 2:43
  much
• 2:43
  about
• 2:43
  the
• 2:43
  group
• 2:43
  and
• 2:44
  it
• 2:44
  was
• 2:44
  actually
• 2:44
  the
• 2:44
  best.
• 2:44
  One
• 2:45
  of
• 2:45
  the
• 2:45
  best
• 2:45
  jobs
• 2:45
  I've
• 2:46
  had.
• 2:46
  You
• 2:46
  know,
• 2:46
  really
• 2:46
  great
• 2:47
  company.
• 2:47
  Danny
• 2:48
  Pecorelli.
• 2:48
  Fantastic.
• 2:49
  The.
• 2:49
  The
• 2:49
  owners
• 2:49
  of
• 2:49
  exclusive
• 2:51
  and
• 2:51
  they're
• 2:51
  there
• 2:52
  at
• 2:52
  sort
• 2:52
  of.
• 2:52
  They
• 2:52
  do
• 2:53
  fine
• 2:53
  dining
• 2:53
  restaurants
• 2:54
  and
• 2:54
  fantastic
• 2:54
  country
• 2:55
  house
• 2:55
  hotels,
• 2:55
  but
• 2:55
  also
• 2:56
  they
• 2:56
  do
• 2:56
  amazing
• 2:56
  events,
• 2:57
  be
• 2:57
  in
• 2:57
  the
• 2:57
  mice
• 2:57
  sector
• 2:58
  or
• 2:58
  weddings.
• 2:58
  So
• 2:59
  had
• 2:59
  a
• 2:59
  fantastic
• 3:00
  six
• 3:00
  and
• 3:00
  a
• 3:00
  half
• 3:00
  years
• 3:01
  working
• 3:01
  for
• 3:01
  that
• 3:01
  company.
• 3:02
  Moved
• 3:02
  on
• 3:02
  from
• 3:02
  there,
• 3:03
  just
• 3:03
  kind
• 3:03
  of
• 3:03
  kept
• 3:03
  in
• 3:03
  the
• 3:03
  country
• 3:04
  house
• 3:04
  hotel
• 3:05
  kind
• 3:05
  of
• 3:06
  roles
• 3:06
  really.
• 3:06
  Got
• 3:06
  my
• 3:07
  first
• 3:07
  GM
• 3:07
  role
• 3:08
  working
• 3:08
  for
• 3:08
  a
• 3:08
  group
• 3:08
  called
• 3:09
  the
• 3:09
  Vineyard
• 3:09
  Group.
• 3:09
  They've
• 3:10
  now
• 3:10
  rebranded
• 3:10
  as
• 3:11
  Donington
• 3:11
  Group.
• 3:12
  That
• 3:12
  was
• 3:12
  really
• 3:12
  nice.
• 3:13
  And
• 3:13
  that
• 3:13
  was
• 3:13
  a
• 3:13
  busy
• 3:13
  sort
• 3:14
  of
• 3:14
  wedding.
• 3:14
  It
• 3:14
  was
• 3:14
  a.
• 3:15
  Yeah,
• 3:15
  I
• 3:15
  think
• 3:15
  we
• 3:15
  did
• 3:15
  about
• 3:15
  140
• 3:16
  weddings
• 3:16
  a
• 3:16
  year
• 3:16
  in
• 3:16
  the
• 3:16
  tithe
• 3:17
  barn
• 3:18
  and
• 3:18
  I
• 3:18
  moved.
• 3:18
  Yeah,
• 3:19
  I've
• 3:19
  done
• 3:19
  a
• 3:19
  few.
• 3:19
  Then
• 3:19
  I
• 3:19
  went
• 3:20
  to
• 3:20
  a
• 3:20
  corporate
• 3:20
  property
• 3:20
  and
• 3:20
  then
• 3:21
  back
• 3:21
  to.
• 3:21
  Yeah,
• 3:21
  back
• 3:21
  to
• 3:21
  Mulberry
• 3:22
  House.
• 3:22
  I
• 3:22
  worked
• 3:22
  for
• 3:22
  Mulberry
• 3:23
  for
• 3:23
  a
• 3:23
  few
• 3:23
  years.
• 3:24
  It
• 3:25
  was
• 3:25
  almost
• 3:25
  a
• 3:25
  bit
• 3:25
  of
• 3:25
  a
• 3:26
  stopgap
• 3:26
  actually.
• 3:26
  And
• 3:27
  then
• 3:27
  ended
• 3:27
  up
• 3:27
  coming
• 3:28
  back
• 3:28
  during
• 3:28
  COVID
• 3:29
  times.
• 3:29
  The
• 3:29
  owners
• 3:30
  kind
• 3:31
  of.
• 3:31
  It
• 3:31
  was.
• 3:31
  The
• 3:31
  second
• 3:32
  generation
• 3:32
  was
• 3:32
  coming
• 3:33
  through.
• 3:34
  Not
• 3:34
  necessarily
• 3:34
  their
• 3:35
  background
• 3:35
  in
• 3:35
  terms
• 3:35
  of
• 3:35
  this
• 3:36
  industry
• 3:36
  and
• 3:36
  they
• 3:36
  knew
• 3:36
  they
• 3:37
  wanted
• 3:37
  to
• 3:37
  make
• 3:37
  change
• 3:37
  and
• 3:37
  they
• 3:38
  wanted
• 3:38
  to
• 3:38
  get
• 3:38
  going
• 3:38
  with
• 3:39
  it,
• 3:39
  they
• 3:39
  wanted
• 3:39
  to
• 3:39
  invest
• 3:40
  and
• 3:40
  they
• 3:40
  need
• 3:40
  somebody
• 3:41
  to
• 3:41
  run
• 3:41
  it
• 3:41
  for
• 3:41
  them
• 3:41
  and
• 3:41
  sort
• 3:42
  of
• 3:42
  lead
• 3:42
  that
• 3:42
  and
• 3:42
  spearhead
• 3:43
  it.
• 3:43
  So
• 3:43
  it
• 3:43
  was
• 3:44
  really
• 3:44
  exciting
• 3:44
  to
• 3:44
  come
• 3:44
  back
• 3:45
  here
• 3:45
  in
• 3:45
  October
• 3:46
  2020.
• 3:46
  Yeah.
• 3:47
  So
• 3:47
  five
• 3:47
  years
• 3:47
  now.
• 3:48
  You've
• 3:48
  been
• 3:48
  there
• 3:48
  five
• 3:48
  years
• 3:49
  and
• 3:49
  as
• 3:49
  I
• 3:49
  said
• 3:49
  at
• 3:50
  the
• 3:50
  beginning,
• 3:50
  you
• 3:50
  are
• 3:51
  known
• 3:51
  as
• 3:51
  the
• 3:51
  gm,
• 3:52
  the
• 3:52
  general
• 3:52
  manager
• 3:53
  and
• 3:54
  I
• 3:54
  actually
• 3:55
  don't
• 3:55
  really
• 3:55
  know
• 3:56
  what
• 3:56
  that
• 3:57
  involves,
• 3:57
  so
• 3:57
  I
• 3:58
  understand
• 3:58
  what
• 3:58
  it
• 3:58
  means
• 3:59
  to
• 3:59
  be,
• 3:59
  you
• 3:59
  know,
• 3:59
  the
• 4:00
  wedding
• 4:00
  sales
• 4:00
  girl
• 4:01
  or
• 4:01
  the
• 4:01
  wedding
• 4:02
  on
• 4:02
  the
• 4:02
  day
• 4:02
  coordinator.
• 4:03
  But
• 4:03
  for
• 4:03
  people
• 4:03
  listening,
• 4:04
  they
• 4:04
  often
• 4:05
  hear,
• 4:05
  oh,
• 4:05
  I've
• 4:05
  got
• 4:05
  to
• 4:05
  ask
• 4:05
  my
• 4:06
  GM
• 4:06
  about
• 4:06
  that.
• 4:06
  I've
• 4:06
  got
• 4:07
  to
• 4:07
  ask
• 4:07
  my
• 4:07
  GM
• 4:07
  about
• 4:07
  that.
• 4:07
  I
• 4:08
  can't
• 4:08
  say
• 4:08
  yes
• 4:08
  without
• 4:08
  asking
• 4:09
  my
• 4:09
  gm.
• 4:10
  What
• 4:10
  does
• 4:10
  it
• 4:10
  actually
• 4:10
  mean
• 4:11
  is
• 4:11
  in.
• 4:11
  The
• 4:11
  task,
• 4:12
  isn't
• 4:12
  it?
• 4:12
  You're,
• 4:13
  you're
• 4:13
  the,
• 4:13
  you're
• 4:13
  a
• 4:13
  generalist,
• 4:14
  you
• 4:14
  are,
• 4:15
  it's,
• 4:15
  it's,
• 4:15
  you
• 4:16
  know,
• 4:16
  is
• 4:16
  that
• 4:16
  you
• 4:16
  are,
• 4:17
  you
• 4:17
  know,
• 4:17
  you
• 4:17
  are
• 4:18
  the
• 4:18
  people
• 4:19
  kind
• 4:19
  of
• 4:19
  HRE
• 4:20
  kind
• 4:20
  of
• 4:20
  person.
• 4:20
  You're
• 4:21
  managing
• 4:21
  people
• 4:21
  and
• 4:21
  their,
• 4:22
  and
• 4:22
  their
• 4:23
  careers
• 4:23
  and
• 4:23
  how
• 4:24
  you
• 4:24
  can
• 4:24
  nurture
• 4:24
  them,
• 4:24
  look
• 4:24
  after
• 4:25
  them.
• 4:25
  You
• 4:25
  are
• 4:25
  thinking
• 4:26
  about
• 4:26
  health
• 4:26
  and
• 4:27
  safety
• 4:27
  and
• 4:27
  anything,
• 4:28
  you
• 4:28
  know,
• 4:28
  in
• 4:28
  terms
• 4:28
  around
• 4:29
  legislation
• 4:29
  and
• 4:30
  keeping
• 4:30
  everything
• 4:30
  and
• 4:30
  everyone
• 4:31
  safe.
• 4:32
  Next
• 4:32
  minute
• 4:32
  you're
• 4:32
  a
• 4:32
  marketeer
• 4:33
  and
• 4:34
  you're
• 4:34
  looking
• 4:34
  at
• 4:34
  all
• 4:35
  the
• 4:35
  things
• 4:35
  that,
• 4:35
  you
• 4:35
  know,
• 4:35
  that
• 4:36
  work
• 4:36
  we've
• 4:36
  worked
• 4:37
  on
• 4:37
  together.
• 4:37
  For
• 4:37
  example,
• 4:38
  then
• 4:38
  you're
• 4:38
  looking
• 4:39
  at
• 4:39
  social
• 4:39
  media,
• 4:39
  then
• 4:39
  you're
• 4:40
  looking
• 4:40
  at
• 4:40
  the
• 4:40
  operation
• 4:40
  and
• 4:41
  then
• 4:41
  you're
• 4:41
  talking
• 4:41
  to
• 4:41
  the
• 4:41
  chef
• 4:42
  and
• 4:42
  menu
• 4:42
  planning,
• 4:43
  it's
• 4:43
  really
• 4:43
  varied.
• 4:44
  And
• 4:45
  this
• 4:45
  venue,
• 4:45
  we're
• 4:46
  some
• 4:46
  wedding
• 4:47
  venue
• 4:47
  but
• 4:47
  ultimately
• 4:47
  is
• 4:48
  kind
• 4:48
  of
• 4:48
  more,
• 4:48
  it
• 4:49
  is
• 4:49
  a
• 4:49
  hotel.
• 4:50
  We
• 4:50
  don't
• 4:50
  try
• 4:50
  and
• 4:50
  position
• 4:50
  it
• 4:50
  that
• 4:51
  way,
• 4:51
  but
• 4:51
  it
• 4:51
  runs
• 4:51
  in
• 4:51
  the
• 4:51
  terms
• 4:52
  of
• 4:52
  the
• 4:52
  departments
• 4:53
  we've
• 4:53
  got
• 4:53
  similar
• 4:54
  to
• 4:54
  that
• 4:54
  of
• 4:54
  a
• 4:54
  small
• 4:54
  hotel.
• 4:55
  So
• 4:55
  you,
• 4:56
  you,
• 4:56
  you
• 4:56
  wear
• 4:56
  many
• 4:57
  hats
• 4:57
  but
• 4:57
  it's,
• 4:57
  it's
• 4:58
  great
• 4:58
  because
• 4:58
  you're,
• 4:59
  you're
• 4:59
  also
• 4:59
  very
• 5:00
  entrepreneurial.
• 5:00
  You
• 5:00
  know,
• 5:01
  you
• 5:01
  are
• 5:01
  running
• 5:01
  that
• 5:01
  business.
• 5:02
  You
• 5:02
  are,
• 5:02
  you're
• 5:03
  looking
• 5:03
  at
• 5:03
  from
• 5:03
  the
• 5:03
  top,
• 5:03
  you
• 5:04
  know,
• 5:04
  the
• 5:04
  top
• 5:04
  sort
• 5:04
  of
• 5:04
  sales
• 5:05
  pipeline
• 5:05
  and
• 5:05
  the
• 5:06
  top
• 5:06
  line
• 5:06
  revenue
• 5:06
  all
• 5:06
  the
• 5:07
  way
• 5:07
  down
• 5:07
  to
• 5:07
  the
• 5:07
  bottom.
• 5:07
  And
• 5:08
  what's
• 5:08
  great
• 5:08
  about
• 5:08
  this
• 5:08
  place,
• 5:08
  it's
• 5:09
  full
• 5:09
  autonomy.
• 5:10
  And
• 5:10
  I
• 5:10
  almost
• 5:10
  run
• 5:10
  it
• 5:11
  as
• 5:11
  if
• 5:11
  it's
• 5:11
  my
• 5:11
  own.
• 5:11
  I
• 5:12
  treat
• 5:12
  it
• 5:12
  like
• 5:12
  it's
• 5:12
  my
• 5:13
  own
• 5:13
  money.
• 5:14
  So
• 5:14
  yeah,
• 5:14
  you
• 5:15
  are
• 5:15
  a
• 5:15
  generalist
• 5:15
  for.
• 5:15
  Sure,
• 5:16
  you're
• 5:16
  a
• 5:16
  generalist
• 5:17
  but
• 5:17
  the
• 5:17
  buck
• 5:17
  stops
• 5:18
  with
• 5:18
  you
• 5:18
  on
• 5:18
  a
• 5:18
  lot
• 5:18
  of
• 5:18
  things
• 5:19
  because
• 5:19
  lots
• 5:19
  of
• 5:19
  people
• 5:20
  have
• 5:20
  to
• 5:20
  come
• 5:20
  back
• 5:20
  to
• 5:20
  you
• 5:21
  with
• 5:21
  ideas
• 5:22
  or
• 5:22
  do
• 5:22
  they
• 5:22
  come
• 5:22
  back
• 5:23
  to
• 5:23
  you
• 5:23
  and
• 5:23
  they've
• 5:23
  got
• 5:23
  a
• 5:23
  problem?
• 5:24
  Both,
• 5:24
  both,
• 5:24
  you
• 5:25
  know,
• 5:25
  and
• 5:25
  really
• 5:25
  try
• 5:25
  and
• 5:25
  encourage
• 5:26
  that
• 5:26
  proactivity
• 5:27
  of
• 5:27
  people.
• 5:28
  I
• 5:28
  think
• 5:29
  sometimes
• 5:29
  in
• 5:29
  a
• 5:29
  smaller
• 5:30
  business
• 5:30
  like
• 5:30
  this,
• 5:31
  you
• 5:31
  know,
• 5:31
  you
• 5:32
  do
• 5:32
  wear
• 5:32
  many
• 5:32
  hats
• 5:33
  and
• 5:33
  I,
• 5:34
  I
• 5:34
  don't
• 5:34
  have
• 5:34
  loads
• 5:34
  of
• 5:35
  senior
• 5:35
  managers.
• 5:36
  I've
• 5:36
  got
• 5:36
  lots
• 5:36
  of
• 5:36
  people
• 5:36
  looking
• 5:37
  after
• 5:37
  certain
• 5:37
  areas,
• 5:38
  but
• 5:39
  I
• 5:39
  probably
• 5:40
  am,
• 5:41
  it's
• 5:41
  my
• 5:41
  own.
• 5:42
  May
• 5:42
  be
• 5:42
  a
• 5:42
  bit
• 5:42
  more
• 5:43
  of
• 5:43
  a
• 5:43
  control
• 5:43
  freak,
• 5:43
  but
• 5:44
  a
• 5:44
  lot
• 5:44
  of
• 5:44
  it
• 5:44
  does
• 5:44
  come
• 5:44
  to
• 5:44
  me.
• 5:45
  So,
• 5:45
  you
• 5:45
  know,
• 5:46
  I
• 5:46
  don't
• 5:46
  have
• 5:46
  a
• 5:46
  sales
• 5:46
  manager
• 5:47
  who
• 5:48
  will,
• 5:48
  you
• 5:48
  know,
• 5:48
  a
• 5:48
  sales
• 5:48
  and
• 5:49
  marketing
• 5:49
  director,
• 5:49
  for
• 5:49
  example.
• 5:50
  A
• 5:50
  lot
• 5:51
  of
• 5:51
  it
• 5:51
  will.
• 5:51
  I
• 5:51
  have
• 5:51
  lots
• 5:52
  of
• 5:52
  great
• 5:52
  guys
• 5:52
  that
• 5:52
  will
• 5:52
  be
• 5:52
  proactive
• 5:53
  and
• 5:53
  working
• 5:54
  on
• 5:54
  sales
• 5:54
  activities
• 5:55
  and
• 5:56
  wedding
• 5:56
  planners,
• 5:56
  coordinators.
• 5:57
  But
• 5:57
  ultimately
• 5:58
  it,
• 5:59
  you
• 5:59
  know,
• 5:59
  those
• 5:59
  ideas
• 6:00
  will
• 6:00
  stem
• 6:00
  with
• 6:00
  me
• 6:00
  and
• 6:01
  then
• 6:01
  I'll
• 6:01
  push
• 6:01
  it
• 6:01
  to
• 6:02
  the,
• 6:02
  to
• 6:02
  the
• 6:02
  team.
• 6:04
  So
• 6:04
  don't.
• 6:04
  Wrong.
• 6:05
  It's
• 6:05
  not
• 6:05
  just
• 6:05
  me
• 6:06
  throwing
• 6:06
  the
• 6:06
  ball,
• 6:06
  people
• 6:07
  are
• 6:07
  throwing
• 6:07
  it
• 6:07
  back
• 6:07
  and
• 6:08
  that's,
• 6:08
  that's
• 6:08
  the
• 6:08
  important
• 6:08
  thing.
• 6:09
  It
• 6:09
  can
• 6:09
  get
• 6:09
  quite
• 6:10
  frustrating
• 6:11
  at
• 6:11
  times
• 6:11
  if
• 6:11
  you
• 6:12
  don't
• 6:12
  have
• 6:12
  somebody
• 6:12
  to
• 6:13
  sort
• 6:13
  of.
• 6:13
  I
• 6:13
  always
• 6:13
  say
• 6:13
  that
• 6:14
  sort
• 6:14
  of
• 6:14
  analogy,
• 6:14
  but
• 6:14
  bounce
• 6:15
  the
• 6:15
  ball
• 6:15
  with.
• 6:15
  So
• 6:16
  I
• 6:16
  think
• 6:16
  one
• 6:16
  of
• 6:16
  your
• 6:17
  strengths
• 6:17
  that
• 6:17
  I've
• 6:18
  observed
• 6:18
  from
• 6:19
  watching
• 6:19
  you
• 6:19
  and
• 6:19
  watching
• 6:20
  how
• 6:20
  you
• 6:20
  work
• 6:20
  with
• 6:20
  your
• 6:21
  team
• 6:21
  is
• 6:21
  the
• 6:21
  fact
• 6:22
  that
• 6:22
  you
• 6:22
  are
• 6:22
  so
• 6:22
  involved
• 6:23
  in
• 6:23
  the
• 6:23
  business
• 6:24
  but
• 6:24
  also
• 6:25
  being
• 6:25
  out
• 6:25
  there
• 6:26
  as
• 6:26
  well.
• 6:26
  So
• 6:26
  often
• 6:27
  I'll
• 6:27
  speak
• 6:27
  at
• 6:27
  conferences
• 6:28
  and,
• 6:28
  you
• 6:29
  know,
• 6:29
  team
• 6:29
  members
• 6:29
  are
• 6:29
  sent
• 6:30
  to
• 6:30
  the
• 6:30
  conference,
• 6:30
  but
• 6:30
  they
• 6:31
  don't
• 6:31
  actually
• 6:31
  have
• 6:31
  any
• 6:31
  authority
• 6:32
  to
• 6:32
  make
• 6:32
  any
• 6:32
  change
• 6:33
  and
• 6:33
  their
• 6:33
  manager
• 6:34
  isn't
• 6:34
  necessarily
• 6:34
  as
• 6:35
  engaged.
• 6:35
  They're
• 6:35
  not
• 6:36
  going
• 6:36
  to
• 6:36
  the
• 6:36
  conference
• 6:37
  themselves
• 6:37
  or
• 6:37
  going
• 6:37
  to
• 6:38
  the
• 6:38
  training,
• 6:38
  they're
• 6:39
  just
• 6:39
  sending
• 6:39
  other
• 6:40
  people
• 6:40
  off
• 6:40
  to
• 6:40
  do
• 6:40
  it.
• 6:41
  And
• 6:41
  then
• 6:41
  what
• 6:41
  I
• 6:41
  see
• 6:42
  is
• 6:42
  that
• 6:42
  they
• 6:42
  then
• 6:43
  go
• 6:43
  back
• 6:43
  all
• 6:43
  enthusiastic
• 6:44
  and
• 6:44
  want
• 6:44
  to
• 6:44
  make
• 6:44
  the
• 6:44
  changes,
• 6:45
  but
• 6:45
  the
• 6:45
  manager's
• 6:46
  not
• 6:47
  bought
• 6:47
  into
• 6:47
  it
• 6:47
  and
• 6:48
  just
• 6:48
  says,
• 6:48
  no,
• 6:48
  just
• 6:49
  keep
• 6:49
  doing
• 6:49
  it
• 6:49
  how
• 6:49
  you've
• 6:50
  always
• 6:50
  done
• 6:50
  it.
• 6:51
  Do
• 6:51
  you
• 6:51
  think
• 6:51
  that's
• 6:51
  been
• 6:51
  a
• 6:52
  proactive
• 6:52
  decision
• 6:53
  on
• 6:53
  your
• 6:53
  behalf,
• 6:54
  to
• 6:54
  be
• 6:54
  actually
• 6:55
  more
• 6:55
  involved
• 6:55
  in
• 6:55
  the
• 6:55
  whole
• 6:56
  process,
• 6:56
  or
• 6:56
  is
• 6:56
  that
• 6:56
  just
• 6:57
  who
• 6:57
  you
• 6:57
  are
• 6:57
  as
• 6:57
  a
• 6:57
  person?
• 6:58
  I
• 6:58
  think
• 6:58
  it's
• 6:58
  probably
• 6:58
  who
• 6:59
  I
• 6:59
  am.
• 6:59
  I've
• 6:59
  always
• 7:00
  run
• 7:00
  as
• 7:00
  a
• 7:00
  GM,
• 7:01
  I've
• 7:01
  always
• 7:01
  run.
• 7:02
  I
• 7:02
  mean,
• 7:02
  Mulberry
• 7:03
  is
• 7:03
  25
• 7:03
  bedrooms,
• 7:04
  it's
• 7:04
  a
• 7:04
  £3
• 7:04
  million
• 7:05
  turnover
• 7:06
  property.
• 7:06
  But,
• 7:06
  you
• 7:06
  know,
• 7:07
  as
• 7:07
  a
• 7:07
  gym,
• 7:07
  I've
• 7:07
  never
• 7:08
  really
• 7:08
  gone
• 7:08
  over
• 7:08
  for
• 7:09
  four
• 7:09
  and
• 7:09
  a
• 7:09
  half
• 7:09
  million,
• 7:10
  so
• 7:10
  it's
• 7:11
  still
• 7:11
  small
• 7:11
  properties.
• 7:12
  And
• 7:12
  I
• 7:12
  think,
• 7:13
  and
• 7:13
  that's
• 7:13
  probably
• 7:13
  how
• 7:14
  I've
• 7:14
  been
• 7:14
  running
• 7:14
  now
• 7:14
  for
• 7:14
  the
• 7:15
  last
• 7:15
  10
• 7:15
  plus
• 7:16
  years
• 7:16
  of
• 7:16
  my
• 7:16
  career.
• 7:16
  So
• 7:16
  you
• 7:17
  kind
• 7:17
  of
• 7:17
  get.
• 7:17
  That's
• 7:17
  how
• 7:17
  you
• 7:17
  just
• 7:18
  work
• 7:18
  and
• 7:18
  how
• 7:18
  you
• 7:18
  operate.
• 7:19
  So
• 7:19
  you
• 7:20
  need
• 7:20
  to.
• 7:20
  I
• 7:20
  think
• 7:21
  it's
• 7:21
  all
• 7:21
  businesses,
• 7:21
  you
• 7:21
  need
• 7:22
  to
• 7:22
  have
• 7:22
  your
• 7:22
  fingers
• 7:22
  on
• 7:22
  the
• 7:22
  pulse.
• 7:23
  You
• 7:23
  need
• 7:23
  to
• 7:23
  know
• 7:23
  what's
• 7:23
  happening.
• 7:24
  Yesterday
• 7:24
  we
• 7:24
  had
• 7:24
  an
• 7:24
  open
• 7:24
  day
• 7:25
  wedding
• 7:25
  open
• 7:25
  day
• 7:26
  and
• 7:26
  I'm
• 7:26
  out
• 7:26
  doing
• 7:27
  tours,
• 7:27
  I'm
• 7:27
  meeting
• 7:27
  couples.
• 7:28
  I
• 7:28
  want
• 7:28
  to
• 7:28
  listen
• 7:28
  to
• 7:28
  what
• 7:28
  they
• 7:29
  say,
• 7:29
  I
• 7:29
  want
• 7:29
  to
• 7:29
  look
• 7:29
  at
• 7:30
  their
• 7:30
  body
• 7:30
  language
• 7:30
  or
• 7:30
  their
• 7:31
  reactions
• 7:31
  to
• 7:31
  the
• 7:32
  product,
• 7:32
  be
• 7:32
  our,
• 7:32
  you
• 7:33
  know,
• 7:33
  if
• 7:33
  we're
• 7:33
  doing
• 7:33
  refurb
• 7:33
  work
• 7:34
  or
• 7:34
  when
• 7:34
  they
• 7:35
  look
• 7:35
  at
• 7:35
  our
• 7:35
  price
• 7:35
  points
• 7:36
  and
• 7:36
  look
• 7:36
  at
• 7:36
  the
• 7:36
  team.
• 7:36
  So
• 7:36
  if
• 7:37
  you're
• 7:37
  not
• 7:37
  there
• 7:38
  on
• 7:38
  it,
• 7:38
  then,
• 7:38
  you
• 7:39
  know,
• 7:39
  you're
• 7:39
  not
• 7:39
  really
• 7:40
  going
• 7:40
  to
• 7:40
  be
• 7:40
  able
• 7:40
  to
• 7:41
  know
• 7:41
  what's
• 7:41
  going
• 7:41
  on.
• 7:41
  If
• 7:42
  you're
• 7:42
  in
• 7:42
  a
• 7:42
  much
• 7:42
  bigger
• 7:42
  property
• 7:43
  or
• 7:43
  multiple
• 7:44
  properties,
• 7:44
  if
• 7:44
  you're
• 7:44
  running,
• 7:45
  you
• 7:45
  know,
• 7:45
  multiple
• 7:45
  sites,
• 7:46
  it
• 7:47
  is
• 7:47
  different,
• 7:47
  you
• 7:47
  know,
• 7:47
  but
• 7:48
  I
• 7:48
  still
• 7:48
  think
• 7:48
  it's
• 7:48
  important
• 7:48
  to
• 7:49
  sharp
• 7:49
  every
• 7:49
  now
• 7:49
  and
• 7:49
  then
• 7:49
  and
• 7:50
  keep.
• 7:50
  And
• 7:50
  keep
• 7:50
  your
• 7:51
  sort
• 7:51
  of
• 7:51
  eyes
• 7:51
  on
• 7:51
  everything.
• 7:52
  So,
• 7:52
  yeah,
• 7:53
  it's
• 7:53
  probably
• 7:53
  just
• 7:53
  the
• 7:53
  way
• 7:53
  I
• 7:54
  might.
• 7:54
  My
• 7:54
  career
• 7:55
  has
• 7:55
  evolved.
• 7:56
  I'm
• 7:56
  sometimes
• 7:56
  quite
• 7:56
  conscious
• 7:57
  that
• 7:57
  you
• 7:57
  think,
• 7:57
  am
• 7:57
  I
• 7:57
  really
• 7:58
  getting
• 7:58
  involved
• 7:58
  with
• 7:58
  this?
• 7:58
  Should
• 7:58
  I
• 7:59
  be
• 7:59
  getting
• 7:59
  involved
• 7:59
  with
• 7:59
  this?
• 7:59
  But,
• 8:00
  yeah,
• 8:00
  maybe
• 8:01
  it's
• 8:01
  a
• 8:01
  few
• 8:02
  good
• 8:02
  habits
• 8:02
  and
• 8:02
  a
• 8:02
  few
• 8:02
  that
• 8:03
  I
• 8:03
  could
• 8:03
  maybe
• 8:03
  tweak.
• 8:04
  I
• 8:04
  used
• 8:04
  to
• 8:04
  love
• 8:04
  that
• 8:04
  TV
• 8:05
  show
• 8:05
  Under
• 8:06
  Cover
• 8:06
  Boss.
• 8:06
  Have
• 8:06
  you
• 8:07
  ever
• 8:07
  watched
• 8:07
  that?
• 8:07
  Especially
• 8:07
  when
• 8:08
  they
• 8:08
  go
• 8:08
  in
• 8:08
  America
• 8:08
  and
• 8:08
  the
• 8:09
  person
• 8:09
  right
• 8:09
  at
• 8:09
  the
• 8:09
  top
• 8:10
  who
• 8:10
  has
• 8:10
  all
• 8:11
  of
• 8:11
  these
• 8:11
  restaurants
• 8:11
  or
• 8:11
  cafes,
• 8:12
  whatever
• 8:12
  is
• 8:12
  underneath
• 8:13
  them,
• 8:13
  goes
• 8:13
  down
• 8:13
  and
• 8:13
  spends
• 8:14
  some
• 8:14
  time
• 8:15
  right
• 8:15
  at
• 8:15
  the
• 8:15
  bottom.
• 8:16
  And
• 8:16
  they
• 8:16
  learn
• 8:17
  so
• 8:17
  much.
• 8:17
  And
• 8:17
  I
• 8:17
  think
• 8:18
  sometimes
• 8:18
  the
• 8:18
  higher
• 8:18
  up
• 8:18
  in
• 8:19
  a
• 8:19
  company
• 8:19
  we
• 8:19
  get,
• 8:19
  we
• 8:19
  do
• 8:20
  lose
• 8:20
  touch.
• 8:21
  And
• 8:21
  actually
• 8:21
  just
• 8:22
  going
• 8:22
  out
• 8:22
  and
• 8:22
  doing
• 8:23
  a
• 8:23
  tour,
• 8:24
  you're
• 8:24
  going
• 8:24
  to
• 8:24
  see
• 8:25
  a
• 8:25
  huge
• 8:25
  amount
• 8:26
  of
• 8:26
  what's
• 8:26
  going
• 8:26
  on
• 8:26
  for
• 8:27
  your
• 8:27
  team,
• 8:27
  what's
• 8:27
  going
• 8:27
  on
• 8:28
  with
• 8:28
  the
• 8:28
  consumers
• 8:29
  compared
• 8:30
  to
• 8:30
  just
• 8:30
  being
• 8:30
  sat
• 8:31
  in
• 8:31
  an
• 8:31
  office.
• 8:31
  Yeah,
• 8:32
  quite.
• 8:32
  And
• 8:32
  I
• 8:32
  think,
• 8:32
  you
• 8:33
  know,
• 8:33
  salespeople
• 8:34
  ultimately
• 8:35
  are,
• 8:36
  you
• 8:36
  know,
• 8:36
  they
• 8:37
  want
• 8:37
  to
• 8:37
  sell
• 8:37
  and
• 8:38
  if
• 8:38
  there's
• 8:38
  a
• 8:38
  way
• 8:38
  they
• 8:39
  can
• 8:39
  do
• 8:39
  things
• 8:39
  that
• 8:39
  might
• 8:39
  be
• 8:40
  easier
• 8:40
  or
• 8:40
  might
• 8:40
  have
• 8:41
  to
• 8:41
  mention,
• 8:41
  you
• 8:41
  know,
• 8:41
  then.
• 8:42
  Then
• 8:42
  they
• 8:42
  will
• 8:42
  and,
• 8:42
  you
• 8:42
  know,
• 8:43
  I
• 8:43
  can
• 8:43
  then
• 8:43
  go,
• 8:43
  actually,
• 8:43
  are
• 8:44
  we.
• 8:44
  Are
• 8:44
  we
• 8:44
  undercutting
• 8:45
  ourselves
• 8:45
  here?
• 8:45
  Are
• 8:45
  we
• 8:45
  a
• 8:46
  bit
• 8:46
  too
• 8:46
  cheap
• 8:46
  or.
• 8:47
  You
• 8:47
  know,
• 8:47
  I
• 8:47
  just
• 8:47
  think
• 8:48
  if
• 8:48
  you're
• 8:48
  not
• 8:49
  part
• 8:49
  of
• 8:49
  it,
• 8:49
  then
• 8:50
  you
• 8:50
  just
• 8:50
  don't
• 8:50
  really.
• 8:51
  Yeah,
• 8:51
  you've
• 8:51
  got
• 8:51
  to
• 8:51
  feel
• 8:51
  it.
• 8:51
  And
• 8:52
  that's
• 8:52
  hospitality
• 8:52
  to
• 8:52
  me.
• 8:53
  You
• 8:53
  know,
• 8:53
  generally
• 8:53
  it
• 8:54
  could
• 8:54
  be
• 8:54
  weddings,
• 8:54
  could
• 8:54
  be
• 8:54
  hotels,
• 8:55
  could
• 8:55
  be
• 8:55
  restaurants.
• 8:56
  You
• 8:56
  know,
• 8:56
  you
• 8:56
  feel
• 8:57
  it.
• 8:57
  You
• 8:57
  can
• 8:57
  walk
• 8:57
  into
• 8:57
  your
• 8:57
  property
• 8:58
  within
• 8:58
  five
• 8:59
  seconds
• 8:59
  of
• 8:59
  walking
• 8:59
  in,
• 9:00
  you
• 9:00
  know
• 9:00
  what's
• 9:00
  going
• 9:01
  on,
• 9:01
  you've
• 9:01
  got
• 9:01
  a
• 9:01
  vibe,
• 9:01
  you've
• 9:02
  got.
• 9:02
  You
• 9:02
  go.
• 9:02
  You
• 9:02
  can
• 9:02
  feel
• 9:02
  if
• 9:03
  it's.
• 9:03
  If
• 9:03
  it's
• 9:03
  a
• 9:03
  good
• 9:03
  service,
• 9:04
  if
• 9:04
  the
• 9:04
  guests
• 9:04
  are
• 9:04
  happy,
• 9:05
  if
• 9:05
  the
• 9:05
  staff
• 9:05
  are
• 9:05
  on
• 9:06
  top
• 9:06
  of
• 9:06
  everything,
• 9:06
  if
• 9:06
  they're
• 9:07
  organized,
• 9:07
  if
• 9:07
  they're
• 9:07
  not.
• 9:08
  And,
• 9:08
  yeah,
• 9:09
  so
• 9:09
  I
• 9:09
  think
• 9:09
  it's
• 9:09
  part
• 9:09
  of
• 9:10
  that
• 9:10
  kind
• 9:10
  of
• 9:10
  hospitality
• 9:11
  instinct.
• 9:11
  And
• 9:11
  I
• 9:11
  think
• 9:12
  you've
• 9:12
  either
• 9:12
  got
• 9:12
  it
• 9:12
  or
• 9:12
  you
• 9:12
  haven't,
• 9:13
  in
• 9:13
  my
• 9:13
  opinion.
• 9:14
  Absolutely.
• 9:15
  So
• 9:15
  you've
• 9:15
  been
• 9:16
  in
• 9:16
  the
• 9:16
  industry
• 9:16
  a
• 9:16
  long
• 9:16
  time
• 9:17
  and
• 9:17
  you've
• 9:17
  been
• 9:17
  at
• 9:17
  Mulberry
• 9:18
  for
• 9:18
  the
• 9:18
  last
• 9:18
  five
• 9:18
  years.
• 9:19
  When
• 9:19
  you
• 9:20
  reflect,
• 9:20
  particularly
• 9:21
  over
• 9:21
  the
• 9:21
  last
• 9:21
  five
• 9:21
  years
• 9:22
  at
• 9:22
  Mulberry,
• 9:22
  what
• 9:23
  are
• 9:23
  some
• 9:23
  of
• 9:23
  the
• 9:23
  lessons
• 9:24
  you've
• 9:24
  learned
• 9:24
  over
• 9:25
  that
• 9:25
  time
• 9:25
  and
• 9:25
  how
• 9:25
  have
• 9:26
  you
• 9:26
  seen
• 9:26
  the.
• 9:26
  Industry
• 9:27
  shifting
• 9:28
  yes,
• 9:28
  it's,
• 9:30
  it's
• 9:30
  a
• 9:30
  funny
• 9:31
  one.
• 9:31
  We,
• 9:31
  we
• 9:32
  came,
• 9:32
  I
• 9:32
  joined
• 9:32
  the
• 9:32
  property,
• 9:33
  came
• 9:33
  back,
• 9:34
  was
• 9:34
  working
• 9:35
  in
• 9:35
  a
• 9:35
  slightly
• 9:35
  bigger
• 9:35
  sort
• 9:36
  of
• 9:36
  more
• 9:36
  corporate
• 9:36
  role
• 9:36
  before
• 9:37
  and
• 9:38
  I
• 9:38
  kind
• 9:38
  of
• 9:38
  went
• 9:39
  in
• 9:39
  quite.
• 9:39
  But
• 9:39
  I
• 9:40
  did
• 9:40
  a
• 9:40
  few,
• 9:40
  a
• 9:40
  small
• 9:40
  stint
• 9:40
  of
• 9:41
  the
• 9:41
  property
• 9:41
  before.
• 9:41
  So
• 9:41
  I,
• 9:42
  I
• 9:42
  knew
• 9:42
  the
• 9:42
  people
• 9:42
  or
• 9:43
  some
• 9:43
  of
• 9:43
  the
• 9:43
  people.
• 9:43
  I
• 9:43
  knew
• 9:44
  the
• 9:44
  product,
• 9:44
  I
• 9:44
  knew
• 9:44
  what
• 9:44
  I
• 9:45
  wanted
• 9:45
  to
• 9:45
  do
• 9:45
  with
• 9:45
  the
• 9:45
  place
• 9:45
  before
• 9:46
  I
• 9:46
  even
• 9:46
  walked
• 9:46
  in.
• 9:46
  So
• 9:46
  we
• 9:47
  went
• 9:47
  in
• 9:47
  quite
• 9:47
  aggressive
• 9:48
  and
• 9:48
  we
• 9:49
  were
• 9:49
  still
• 9:49
  in
• 9:49
  restrictions
• 9:50
  but
• 9:50
  we
• 9:50
  were
• 9:50
  doing,
• 9:50
  we
• 9:51
  were
• 9:51
  doing
• 9:51
  viewings,
• 9:51
  we
• 9:51
  were
• 9:52
  really
• 9:52
  going
• 9:52
  for
• 9:52
  it.
• 9:53
  So
• 9:53
  it's
• 9:53
  been
• 9:54
  each
• 9:54
  year,
• 9:55
  it's
• 9:55
  not
• 9:55
  year
• 9:55
  on
• 9:56
  year.
• 9:56
  We've
• 9:56
  seen
• 9:56
  progression,
• 9:57
  you
• 9:57
  know,
• 9:57
  be
• 9:57
  it
• 9:58
  winning
• 9:58
  awards,
• 9:58
  be
• 9:58
  it
• 9:59
  like
• 9:59
  every
• 9:59
  year
• 9:59
  we've
• 10:00
  grown
• 10:00
  the
• 10:00
  business
• 10:02
  and
• 10:02
  then
• 10:02
  this
• 10:02
  year
• 10:02
  is
• 10:03
  going
• 10:03
  to
• 10:03
  be
• 10:03
  the
• 10:03
  same.
• 10:03
  So
• 10:03
  we've
• 10:03
  almost
• 10:04
  been
• 10:04
  like
• 10:05
  Covid
• 10:05
  slash
• 10:06
  recession
• 10:07
  proof
• 10:07
  and
• 10:08
  everyone
• 10:08
  goes,
• 10:08
  oh,
• 10:08
  we're
• 10:08
  struggling.
• 10:09
  When
• 10:09
  I'm
• 10:09
  like,
• 10:09
  well
• 10:09
  we're
• 10:09
  not,
• 10:10
  we're
• 10:10
  still
• 10:10
  growing,
• 10:10
  we're
• 10:11
  still
• 10:11
  busy.
• 10:12
  So
• 10:12
  what
• 10:13
  have
• 10:13
  I
• 10:13
  learned,
• 10:13
  I
• 10:13
  think
• 10:13
  more
• 10:14
  than
• 10:14
  anything
• 10:14
  is
• 10:15
  when
• 10:15
  you
• 10:15
  join
• 10:16
  a
• 10:16
  small
• 10:16
  business
• 10:16
  and
• 10:16
  you
• 10:16
  go
• 10:17
  independent.
• 10:17
  Well,
• 10:17
  one
• 10:18
  thing
• 10:18
  I
• 10:18
  have
• 10:18
  noticed
• 10:18
  is
• 10:18
  that,
• 10:18
  you
• 10:19
  know,
• 10:19
  it's
• 10:19
  always,
• 10:19
  it's
• 10:19
  on
• 10:19
  you.
• 10:20
  And
• 10:21
  I
• 10:21
  think
• 10:21
  I've
• 10:21
  been
• 10:21
  playing
• 10:21
  the
• 10:21
  same
• 10:22
  tricks
• 10:22
  maybe
• 10:22
  for
• 10:22
  the
• 10:22
  last
• 10:23
  five
• 10:23
  years.
• 10:24
  And
• 10:24
  I
• 10:24
  think
• 10:24
  one
• 10:24
  thing
• 10:24
  I've
• 10:25
  noticed
• 10:25
  is,
• 10:25
  and
• 10:25
  you've
• 10:26
  just
• 10:26
  said
• 10:26
  it
• 10:26
  then
• 10:27
  go
• 10:27
  out
• 10:27
  to
• 10:27
  industry
• 10:28
  events,
• 10:28
  go
• 10:29
  and
• 10:29
  speak
• 10:29
  to
• 10:29
  other
• 10:30
  venues,
• 10:31
  get
• 10:31
  consultants
• 10:32
  in
• 10:32
  to
• 10:32
  give
• 10:33
  you
• 10:33
  a
• 10:33
  hand
• 10:33
  or
• 10:33
  give
• 10:33
  you
• 10:33
  another
• 10:34
  opinion.
• 10:34
  I
• 10:34
  think
• 10:34
  that's
• 10:34
  really
• 10:35
  important.
• 10:35
  So
• 10:36
  eventually
• 10:36
  you
• 10:36
  will
• 10:36
  run
• 10:37
  out
• 10:37
  of
• 10:37
  tricks
• 10:37
  or
• 10:37
  you
• 10:37
  might
• 10:38
  be
• 10:38
  playing
• 10:38
  the
• 10:38
  same
• 10:39
  cards
• 10:39
  and
• 10:39
  yeah,
• 10:40
  just
• 10:40
  keep
• 10:41
  yourself
• 10:41
  out
• 10:41
  there
• 10:41
  and
• 10:42
  keep
• 10:42
  fresh
• 10:42
  ideas
• 10:43
  coming
• 10:43
  in.
• 10:43
  That's
• 10:43
  probably
• 10:43
  what
• 10:44
  I
• 10:44
  think
• 10:44
  I've
• 10:44
  learned
• 10:44
  is
• 10:45
  that
• 10:45
  you've
• 10:46
  got
• 10:46
  to
• 10:46
  change
• 10:46
  things
• 10:46
  up.
• 10:47
  And
• 10:47
  the
• 10:47
  couples
• 10:47
  that
• 10:47
  are
• 10:48
  booking,
• 10:48
  the
• 10:48
  trends
• 10:48
  are
• 10:49
  constantly
• 10:49
  changing
• 10:50
  consumer
• 10:50
  buying
• 10:51
  habits.
• 10:52
  You
• 10:52
  know,
• 10:52
  we
• 10:52
  talk
• 10:53
  a
• 10:53
  lot
• 10:53
  about
• 10:53
  Gen
• 10:53
  Z,
• 10:54
  but
• 10:54
  you
• 10:55
  know,
• 10:55
  it's
• 10:55
  also
• 10:56
  how
• 10:56
  people
• 10:56
  want
• 10:56
  to
• 10:57
  spend
• 10:57
  their
• 10:57
  money,
• 10:57
  the
• 10:57
  experiences.
• 10:58
  There's
• 10:58
  so
• 10:58
  much
• 10:59
  going
• 10:59
  on
• 10:59
  at
• 10:59
  the
• 10:59
  moment
• 10:59
  and
• 10:59
  if
• 11:00
  you
• 11:00
  don't
• 11:00
  stay
• 11:00
  current,
• 11:01
  you're
• 11:01
  really
• 11:01
  going
• 11:01
  to
• 11:01
  fall
• 11:02
  behind.
• 11:02
  So
• 11:02
  that's
• 11:02
  probably
• 11:03
  the
• 11:03
  biggest
• 11:04
  thing
• 11:04
  I've
• 11:04
  learned
• 11:04
  since
• 11:05
  coming
• 11:05
  back
• 11:05
  working
• 11:05
  in
• 11:05
  a
• 11:06
  small
• 11:06
  firm.
• 11:06
  I
• 11:06
  know
• 11:06
  it's
• 11:07
  probably
• 11:07
  hard
• 11:07
  to
• 11:08
  blow
• 11:08
  your
• 11:08
  own
• 11:08
  trumpet
• 11:09
  and
• 11:09
  say
• 11:09
  why
• 11:09
  you're
• 11:10
  amazing.
• 11:10
  But
• 11:10
  I
• 11:10
  want
• 11:10
  to
• 11:10
  encourage
• 11:11
  you
• 11:11
  to
• 11:11
  do
• 11:11
  that
• 11:11
  just
• 11:12
  for
• 11:12
  a
• 11:12
  moment
• 11:12
  because
• 11:13
  there
• 11:13
  will
• 11:13
  be
• 11:13
  venues
• 11:14
  listening
• 11:14
  to
• 11:14
  this
• 11:14
  and
• 11:15
  thinking,
• 11:15
  well,
• 11:15
  I
• 11:15
  want
• 11:16
  to
• 11:16
  be
• 11:16
  recession
• 11:16
  proof.
• 11:17
  Actually
• 11:17
  we
• 11:17
  are
• 11:17
  really
• 11:18
  struggling.
• 11:19
  What's
• 11:19
  Richard
• 11:20
  done
• 11:20
  that
• 11:21
  we're
• 11:21
  not
• 11:21
  doing?
• 11:22
  So
• 11:22
  what
• 11:22
  do
• 11:22
  you
• 11:22
  think
• 11:22
  it
• 11:23
  is
• 11:23
  that's
• 11:23
  made
• 11:24
  you
• 11:24
  and
• 11:24
  the
• 11:24
  Mulberry
• 11:25
  House
• 11:25
  team
• 11:26
  survive
• 11:26
  this
• 11:26
  period
• 11:26
  and
• 11:27
  continue
• 11:27
  to
• 11:28
  grow.
• 11:28
  Are
• 11:28
  there
• 11:28
  things
• 11:29
  that
• 11:29
  you
• 11:29
  think
• 11:29
  this
• 11:29
  is
• 11:29
  why
• 11:30
  we
• 11:30
  do?
• 11:30
  It's
• 11:30
  really
• 11:31
  easy.
• 11:31
  Passion.
• 11:32
  Got
• 11:32
  a
• 11:32
  fire
• 11:33
  in
• 11:33
  your
• 11:33
  belly,
• 11:33
  you
• 11:34
  want
• 11:34
  to
• 11:34
  innovate
• 11:34
  and
• 11:34
  you've
• 11:34
  got
• 11:34
  to
• 11:35
  be
• 11:35
  hungry.
• 11:36
  And
• 11:36
  that's
• 11:36
  something
• 11:36
  I
• 11:36
  think
• 11:37
  I
• 11:37
  do
• 11:38
  quite
• 11:38
  well.
• 11:38
  You
• 11:38
  know,
• 11:38
  I'm
• 11:39
  not
• 11:39
  the
• 11:39
  smartest
• 11:39
  guy.
• 11:40
  I'm
• 11:40
  sure
• 11:40
  there's
• 11:41
  other
• 11:41
  salespeople
• 11:41
  out
• 11:41
  there
• 11:41
  that
• 11:42
  might
• 11:42
  do
• 11:42
  things
• 11:42
  better
• 11:42
  or
• 11:42
  whatever,
• 11:43
  but
• 11:43
  for
• 11:44
  me,
• 11:44
  you
• 11:44
  know,
• 11:44
  if
• 11:44
  you
• 11:45
  live
• 11:45
  and
• 11:45
  breathe
• 11:45
  and
• 11:45
  you're
• 11:46
  hungry
• 11:46
  and
• 11:46
  you
• 11:46
  love
• 11:46
  it,
• 11:47
  then
• 11:47
  I
• 11:47
  think
• 11:47
  you're
• 11:47
  going
• 11:48
  to
• 11:48
  keep
• 11:48
  going.
• 11:48
  And
• 11:48
  that's,
• 11:49
  you
• 11:49
  know,
• 11:49
  I'm
• 11:49
  not
• 11:49
  going
• 11:49
  to
• 11:49
  give
• 11:50
  you
• 11:50
  any
• 11:50
  sort
• 11:50
  of
• 11:50
  great
• 11:50
  business
• 11:51
  kind
• 11:51
  of
• 11:51
  textbook
• 11:51
  answers
• 11:52
  to
• 11:52
  that,
• 11:52
  but
• 11:52
  if
• 11:53
  you've
• 11:53
  got
• 11:53
  some
• 11:53
  fire
• 11:53
  in
• 11:53
  your
• 11:54
  belly
• 11:54
  and
• 11:54
  you
• 11:54
  do
• 11:54
  this
• 11:54
  and
• 11:55
  that,
• 11:55
  that
• 11:55
  kind
• 11:55
  of
• 11:55
  enthusiasm
• 11:56
  and
• 11:56
  passion
• 11:56
  rubs
• 11:57
  off
• 11:57
  on
• 11:57
  your
• 11:57
  team,
• 11:58
  that's.
• 11:58
  That's.
• 11:58
  Everyone
• 11:59
  follow
• 11:59
  suit
• 12:00
  and
• 12:00
  that's
• 12:01
  as
• 12:01
  simple
• 12:01
  as
• 12:01
  that.
• 12:01
  Just,
• 12:02
  I
• 12:02
  care.
• 12:03
  I
• 12:03
  want
• 12:03
  it
• 12:03
  to
• 12:03
  be
• 12:03
  right.
• 12:04
  You
• 12:04
  know,
• 12:04
  the
• 12:04
  team
• 12:04
  know
• 12:04
  if
• 12:05
  it's
• 12:05
  sloppy,
• 12:05
  they
• 12:05
  know
• 12:05
  I
• 12:05
  want
• 12:06
  to
• 12:06
  get
• 12:06
  upset.
• 12:06
  We
• 12:07
  also
• 12:07
  have
• 12:07
  really
• 12:07
  good
• 12:07
  fun.
• 12:08
  We
• 12:08
  look
• 12:08
  after
• 12:08
  the
• 12:09
  guys
• 12:09
  and,
• 12:10
  yeah,
• 12:10
  we
• 12:10
  just
• 12:10
  keep
• 12:10
  push,
• 12:10
  push,
• 12:11
  push,
• 12:11
  like
• 12:11
  every
• 12:11
  year.
• 12:12
  It's
• 12:12
  just
• 12:12
  not
• 12:13
  an
• 12:13
  option
• 12:13
  to
• 12:13
  go
• 12:13
  backwards
• 12:13
  for
• 12:14
  us.
• 12:14
  You
• 12:14
  know,
• 12:14
  if
• 12:14
  we
• 12:15
  think
• 12:15
  we're
• 12:15
  going
• 12:15
  to
• 12:15
  do
• 12:15
  less
• 12:15
  weddings
• 12:16
  or
• 12:16
  the
• 12:16
  average
• 12:16
  spends
• 12:16
  going
• 12:17
  back,
• 12:17
  it's
• 12:17
  just
• 12:18
  not
• 12:18
  an
• 12:18
  option.
• 12:18
  You
• 12:18
  know,
• 12:18
  we've
• 12:19
  been
• 12:19
  really
• 12:19
  fortunate.
• 12:19
  Our
• 12:19
  owners
• 12:20
  have
• 12:20
  put
• 12:20
  an
• 12:20
  absolute
• 12:20
  fortune
• 12:21
  into
• 12:21
  Mulberry
• 12:21
  in
• 12:21
  the
• 12:21
  last
• 12:22
  five
• 12:22
  years.
• 12:22
  And
• 12:22
  that's
• 12:23
  the
• 12:23
  really
• 12:23
  fun
• 12:23
  part,
• 12:23
  as
• 12:24
  well
• 12:24
  as
• 12:24
  a
• 12:24
  gm
• 12:24
  is,
• 12:25
  oh,
• 12:25
  I'm
• 12:25
  going
• 12:25
  to
• 12:25
  have
• 12:26
  half
• 12:26
  a
• 12:26
  million
• 12:26
  pounds
• 12:26
  this
• 12:26
  year
• 12:26
  to
• 12:27
  spend
• 12:27
  on
• 12:27
  the
• 12:27
  product
• 12:28
  and
• 12:28
  to
• 12:28
  innovate.
• 12:29
  And
• 12:29
  then
• 12:29
  all
• 12:29
  the
• 12:29
  couples
• 12:30
  come
• 12:30
  in
• 12:30
  and
• 12:30
  go,
• 12:30
  oh,
• 12:30
  my
• 12:30
  God,
• 12:30
  this
• 12:31
  is
• 12:31
  amazing.
• 12:31
  I
• 12:31
  love
• 12:31
  it.
• 12:31
  So
• 12:31
  it's.
• 12:32
  If
• 12:32
  you
• 12:32
  don't
• 12:33
  keep
• 12:33
  pushing
• 12:33
  and
• 12:33
  we
• 12:33
  can't
• 12:33
  keep
• 12:34
  doing
• 12:34
  the
• 12:34
  fun
• 12:34
  stuff.
• 12:34
  So,
• 12:35
  yeah,
• 12:35
  it's
• 12:36
  hunger.
• 12:36
  I
• 12:36
  also
• 12:37
  think
• 12:37
  there's
• 12:37
  something
• 12:37
  in
• 12:38
  what
• 12:38
  you
• 12:38
  said
• 12:38
  that
• 12:38
  we
• 12:39
  need
• 12:39
  to
• 12:39
  highlight
• 12:39
  even
• 12:39
  more.
• 12:40
  And
• 12:40
  it
• 12:40
  kind
• 12:40
  of
• 12:40
  comes
• 12:40
  back
• 12:40
  to
• 12:41
  what
• 12:41
  I
• 12:41
  said
• 12:41
  earlier,
• 12:42
  is
• 12:42
  that
• 12:42
  it's
• 12:42
  because
• 12:43
  you're
• 12:43
  passionate
• 12:44
  and
• 12:44
  that
• 12:44
  does
• 12:45
  come
• 12:46
  through
• 12:46
  the
• 12:46
  team
• 12:46
  as
• 12:47
  well.
• 12:47
  Because
• 12:47
  I
• 12:47
  think
• 12:47
  often
• 12:48
  what
• 12:48
  I
• 12:48
  see
• 12:48
  in
• 12:48
  venues
• 12:49
  is
• 12:49
  that
• 12:49
  the
• 12:50
  team
• 12:50
  are
• 12:50
  passionate
• 12:50
  and
• 12:51
  sometimes
• 12:51
  they're
• 12:51
  not
• 12:51
  getting
• 12:52
  that
• 12:52
  from
• 12:52
  the
• 12:52
  people
• 12:53
  above
• 12:53
  them.
• 12:54
  And
• 12:54
  actually,
• 12:54
  if
• 12:54
  we
• 12:54
  are
• 12:55
  in
• 12:55
  a
• 12:55
  position
• 12:55
  of
• 12:55
  leadership,
• 12:56
  if
• 12:56
  we
• 12:56
  are
• 12:56
  in
• 12:56
  a
• 12:56
  position
• 12:57
  of
• 12:57
  power,
• 12:57
  if
• 12:57
  we're
• 12:57
  an
• 12:58
  owner,
• 12:58
  if
• 12:58
  we're
• 12:58
  a
• 12:59
  manager,
• 13:00
  how
• 13:00
  we
• 13:00
  act
• 13:00
  and
• 13:01
  the
• 13:01
  culture
• 13:01
  that
• 13:01
  we
• 13:01
  set
• 13:02
  does
• 13:02
  determine
• 13:03
  a
• 13:04
  lot
• 13:04
  about
• 13:04
  the
• 13:04
  success
• 13:05
  of
• 13:05
  the
• 13:05
  other
• 13:05
  people.
• 13:05
  Around
• 13:06
  us.
• 13:06
  And
• 13:06
  if
• 13:06
  we're
• 13:06
  miserable
• 13:07
  and
• 13:07
  if
• 13:07
  we're
• 13:07
  saying
• 13:07
  nothing's
• 13:08
  working
• 13:08
  and
• 13:08
  if
• 13:09
  we're
• 13:09
  frustrated,
• 13:10
  that
• 13:10
  just
• 13:10
  spreads.
• 13:11
  Or
• 13:11
  alternatively,
• 13:12
  if
• 13:12
  our
• 13:12
  team
• 13:13
  have
• 13:13
  great
• 13:13
  ideas
• 13:14
  and
• 13:14
  are
• 13:14
  great
• 13:14
  people
• 13:15
  but
• 13:15
  never
• 13:15
  have
• 13:16
  the
• 13:16
  freedom
• 13:16
  to
• 13:16
  be
• 13:17
  able
• 13:17
  to
• 13:17
  implement
• 13:17
  it,
• 13:18
  they
• 13:18
  just
• 13:19
  get
• 13:19
  disengaged
• 13:19
  and
• 13:20
  give
• 13:20
  up.
• 13:20
  Totally.
• 13:21
  And,
• 13:22
  you
• 13:22
  know,
• 13:22
  we
• 13:22
  mentioned
• 13:23
  it
• 13:23
  on
• 13:23
  last
• 13:24
  week
• 13:24
  at
• 13:24
  the
• 13:25
  launch
• 13:25
  of
• 13:26
  the
• 13:26
  Wedding
• 13:26
  Association.
• 13:27
  Culture
• 13:27
  is
• 13:27
  so
• 13:28
  important
• 13:28
  in
• 13:29
  a
• 13:29
  team.
• 13:29
  And,
• 13:29
  you
• 13:30
  know,
• 13:30
  wedding
• 13:31
  venues,
• 13:31
  a
• 13:31
  lot
• 13:31
  of
• 13:31
  us,
• 13:31
  we
• 13:32
  almost
• 13:32
  have
• 13:33
  the
• 13:33
  same
• 13:33
  sort
• 13:33
  of
• 13:33
  facility,
• 13:33
  amenity,
• 13:34
  you
• 13:34
  know,
• 13:34
  and
• 13:35
  it's,
• 13:36
  you
• 13:36
  know,
• 13:36
  how
• 13:36
  do
• 13:36
  you
• 13:37
  stand
• 13:37
  out?
• 13:37
  And
• 13:37
  what
• 13:38
  are
• 13:38
  you
• 13:38
  buying
• 13:38
  here?
• 13:38
  You
• 13:38
  are
• 13:39
  buying
• 13:39
  the
• 13:39
  product,
• 13:39
  you
• 13:39
  are
• 13:40
  buying
• 13:40
  the
• 13:40
  wallpaper.
• 13:40
  You
• 13:41
  might
• 13:41
  be
• 13:41
  buying
• 13:41
  a
• 13:41
  marquee
• 13:42
  or
• 13:42
  a
• 13:42
  bar,
• 13:42
  but
• 13:42
  you
• 13:42
  also
• 13:42
  find
• 13:43
  the
• 13:43
  people.
• 13:43
  And
• 13:43
  if
• 13:43
  your
• 13:44
  team
• 13:44
  aren't
• 13:44
  passionate,
• 13:44
  so
• 13:45
  many
• 13:45
  people
• 13:45
  that
• 13:45
  come
• 13:45
  here
• 13:45
  for
• 13:45
  reviewing
• 13:46
  are
• 13:46
  like,
• 13:46
  oh,
• 13:47
  my
• 13:47
  God,
• 13:47
  we
• 13:47
  just
• 13:47
  love
• 13:47
  your
• 13:48
  team.
• 13:48
  Like
• 13:48
  the
• 13:48
  way,
• 13:49
  you
• 13:49
  know,
• 13:49
  the
• 13:49
  way
• 13:49
  I
• 13:49
  just
• 13:49
  know
• 13:50
  you're
• 13:50
  going
• 13:50
  to
• 13:50
  look
• 13:50
  after
• 13:50
  us,
• 13:50
  I
• 13:50
  know
• 13:51
  you
• 13:51
  can,
• 13:51
  we
• 13:51
  can
• 13:51
  trust
• 13:51
  you.
• 13:52
  And
• 13:52
  that's
• 13:53
  also
• 13:53
  why
• 13:53
  they
• 13:53
  book.
• 13:55
  So,
• 13:55
  yeah,
• 13:55
  I
• 13:55
  just,
• 13:55
  I
• 13:56
  think
• 13:56
  a
• 13:56
  really
• 13:56
  healthy
• 13:57
  culture
• 13:57
  with
• 13:58
  your
• 13:58
  team
• 13:58
  is,
• 13:58
  is
• 13:58
  the
• 13:59
  number
• 13:59
  one
• 13:59
  priority
• 14:00
  for
• 14:00
  any
• 14:00
  sort
• 14:00
  of
• 14:01
  leader
• 14:01
  in
• 14:01
  any
• 14:01
  business,
• 14:01
  but
• 14:02
  especially
• 14:02
  in
• 14:02
  the
• 14:02
  sort
• 14:02
  of
• 14:02
  wedding
• 14:03
  market.
• 14:03
  Yeah,
• 14:04
  definitely.
• 14:04
  And
• 14:04
  also
• 14:04
  I
• 14:05
  think
• 14:05
  one
• 14:06
  core
• 14:06
  team
• 14:07
  member
• 14:07
  can
• 14:08
  bring
• 14:08
  down
• 14:09
  the
• 14:09
  whole
• 14:09
  thing
• 14:09
  as
• 14:10
  well.
• 14:10
  So
• 14:11
  I'll
• 14:11
  give
• 14:11
  you
• 14:11
  an
• 14:11
  example.
• 14:12
  I
• 14:12
  was
• 14:12
  at
• 14:12
  an
• 14:12
  event
• 14:12
  venue
• 14:13
  this
• 14:14
  weekend
• 14:15
  speaking
• 14:15
  at
• 14:15
  a
• 14:15
  conference,
• 14:16
  and
• 14:16
  I've
• 14:17
  actually
• 14:17
  just
• 14:17
  written
• 14:18
  an
• 14:18
  email
• 14:18
  to
• 14:19
  the
• 14:19
  GM
• 14:19
  to
• 14:19
  complain
• 14:20
  about
• 14:20
  a
• 14:20
  team
• 14:20
  member
• 14:21
  more
• 14:21
  so,
• 14:21
  not
• 14:21
  because
• 14:22
  I
• 14:22
  want
• 14:22
  anything
• 14:22
  in
• 14:22
  return,
• 14:23
  but
• 14:23
  to
• 14:23
  make
• 14:23
  them
• 14:24
  aware
• 14:24
  that
• 14:24
  this
• 14:25
  person
• 14:25
  will
• 14:25
  be
• 14:25
  losing
• 14:25
  the
• 14:26
  business.
• 14:26
  Because
• 14:26
  I've
• 14:26
  never
• 14:27
  experienced
• 14:27
  someone
• 14:27
  be
• 14:28
  so
• 14:28
  rude
• 14:28
  to
• 14:28
  me
• 14:29
  in
• 14:29
  my
• 14:29
  entire
• 14:29
  life.
• 14:30
  And
• 14:30
  they
• 14:30
  were
• 14:30
  in
• 14:30
  charge
• 14:30
  of
• 14:30
  the
• 14:31
  conferencing
• 14:31
  and
• 14:31
  events.
• 14:32
  Now,
• 14:32
  obviously
• 14:32
  they
• 14:32
  don't
• 14:33
  know
• 14:33
  who
• 14:33
  I
• 14:33
  am,
• 14:33
  but
• 14:34
  that
• 14:34
  shouldn't
• 14:34
  matter.
• 14:35
  They
• 14:35
  should
• 14:35
  still
• 14:35
  treat
• 14:35
  me
• 14:36
  with
• 14:36
  the
• 14:36
  normal
• 14:37
  dignity
• 14:37
  and
• 14:37
  respect.
• 14:38
  And
• 14:38
  the
• 14:38
  line,
• 14:38
  you'll
• 14:38
  love
• 14:39
  this,
• 14:39
  Richard.
• 14:39
  So
• 14:39
  I
• 14:39
  was
• 14:39
  there
• 14:40
  to
• 14:40
  keynote
• 14:40
  the
• 14:40
  conference.
• 14:41
  So
• 14:41
  I
• 14:41
  wasn't
• 14:41
  going
• 14:41
  into
• 14:42
  all
• 14:42
  the
• 14:42
  talks
• 14:42
  because
• 14:42
  I
• 14:42
  was
• 14:43
  working
• 14:43
  and
• 14:43
  doing
• 14:43
  everything
• 14:43
  at
• 14:44
  the
• 14:44
  same
• 14:44
  time.
• 14:44
  And
• 14:45
  I
• 14:45
  asked
• 14:45
  the
• 14:45
  lady,
• 14:46
  can
• 14:46
  I
• 14:46
  buy
• 14:46
  a
• 14:46
  Diet
• 14:47
  Coke?
• 14:47
  And
• 14:48
  her
• 14:48
  response
• 14:48
  was,
• 14:49
  it's
• 14:49
  free
• 14:50
  with
• 14:50
  the
• 14:50
  conference
• 14:51
  if
• 14:51
  you're
• 14:51
  even
• 14:51
  part
• 14:52
  of
• 14:52
  this
• 14:52
  conference
• 14:52
  in
• 14:52
  the
• 14:53
  first
• 14:53
  place.
• 14:53
  I
• 14:54
  could
• 14:54
  not
• 14:54
  believe
• 14:54
  it.
• 14:54
  I
• 14:55
  was
• 14:55
  like,
• 14:55
  what
• 14:56
  are
• 14:56
  you
• 14:56
  doing?
• 14:56
  And
• 14:56
  yet
• 14:57
  it
• 14:57
  was
• 14:57
  a
• 14:57
  beautiful
• 14:58
  hotel,
• 14:58
  a
• 14:58
  beautiful
• 14:59
  setting,
• 14:59
  the
• 14:59
  conference
• 15:00
  facilities
• 15:00
  were
• 15:00
  amazing.
• 15:01
  And
• 15:01
  it
• 15:01
  was
• 15:02
  another
• 15:02
  example
• 15:02
  of
• 15:02
  just
• 15:02
  how
• 15:03
  one
• 15:04
  team
• 15:04
  member
• 15:05
  who
• 15:05
  is
• 15:06
  having
• 15:06
  a
• 15:06
  bad
• 15:06
  day,
• 15:06
  negative,
• 15:07
  rude,
• 15:08
  made
• 15:08
  judgments.
• 15:09
  I
• 15:09
  don't
• 15:10
  know
• 15:10
  what
• 15:10
  can
• 15:11
  bring
• 15:11
  the
• 15:11
  whole
• 15:11
  Thing
• 15:11
  crashing
• 15:12
  down.
• 15:12
  Because
• 15:12
  if
• 15:12
  someone
• 15:12
  said
• 15:13
  to
• 15:13
  me
• 15:13
  now,
• 15:13
  should
• 15:13
  I
• 15:14
  hold
• 15:14
  a
• 15:14
  conference
• 15:14
  there?
• 15:14
  I'd
• 15:15
  be
• 15:15
  like,
• 15:15
  yeah,
• 15:15
  no,
• 15:16
  let's
• 15:16
  spin.
• 15:17
  It
• 15:17
  around
• 15:17
  the
• 15:17
  other
• 15:17
  way.
• 15:17
  You
• 15:18
  know,
• 15:18
  anyone
• 15:18
  has
• 15:18
  done
• 15:18
  their
• 15:18
  research
• 15:19
  on
• 15:19
  you
• 15:19
  that
• 15:19
  you're
• 15:20
  coming
• 15:20
  in
• 15:20
  to
• 15:20
  run
• 15:20
  this
• 15:20
  event
• 15:21
  and
• 15:21
  be
• 15:21
  the
• 15:21
  speaker.
• 15:22
  Everyone
• 15:23
  knows
• 15:23
  that
• 15:23
  Becca
• 15:23
  likes
• 15:24
  a
• 15:24
  Diet
• 15:24
  Coke.
• 15:24
  Let's
• 15:24
  have
• 15:25
  it
• 15:25
  ready
• 15:25
  for
• 15:25
  you
• 15:25
  on
• 15:25
  arrival.
• 15:26
  Send
• 15:26
  out
• 15:26
  that
• 15:26
  email
• 15:27
  before
• 15:27
  you
• 15:27
  get
• 15:27
  in.
• 15:27
  How
• 15:28
  can
• 15:28
  you
• 15:28
  make
• 15:28
  this
• 15:28
  event
• 15:28
  better
• 15:29
  for
• 15:29
  you?
• 15:29
  The
• 15:30
  details.
• 15:30
  Right.
• 15:31
  So,
• 15:31
  yeah,
• 15:31
  100
• 15:32
  agree
• 15:32
  and
• 15:32
  I
• 15:32
  think
• 15:33
  we've
• 15:33
  all
• 15:33
  had
• 15:33
  that
• 15:33
  and
• 15:33
  it's
• 15:34
  managing
• 15:35
  people
• 15:35
  in
• 15:35
  the
• 15:36
  business
• 15:36
  that
• 15:36
  aren't
• 15:36
  right
• 15:36
  is
• 15:37
  a
• 15:37
  huge
• 15:37
  challenge
• 15:38
  for
• 15:38
  sure.
• 15:38
  But
• 15:39
  I
• 15:39
  agree
• 15:39
  with
• 15:39
  you
• 15:39
  100%.
• 15:40
  It's
• 15:40
  one
• 15:40
  of
• 15:40
  those
• 15:40
  things
• 15:41
  in
• 15:41
  the
• 15:41
  past
• 15:41
  I've
• 15:41
  done
• 15:41
  it,
• 15:42
  you
• 15:42
  know,
• 15:42
  you
• 15:42
  sort
• 15:42
  of
• 15:43
  brush
• 15:43
  it
• 15:43
  under
• 15:43
  the
• 15:44
  carpet
• 15:44
  a
• 15:44
  little
• 15:44
  bit
• 15:44
  because
• 15:44
  you're
• 15:45
  busy.
• 15:45
  But
• 15:45
  yeah,
• 15:45
  it's
• 15:45
  time
• 15:46
  consuming.
• 15:46
  But
• 15:46
  the
• 15:47
  situation
• 15:47
  like
• 15:47
  that,
• 15:48
  these
• 15:48
  people
• 15:48
  have
• 15:48
  to
• 15:48
  be
• 15:48
  managed
• 15:49
  for
• 15:49
  sure.
• 15:49
  Yeah,
• 15:50
  absolutely.
• 15:51
  So
• 15:51
  what's
• 15:51
  working
• 15:52
  for
• 15:52
  Mulberry
• 15:52
  right
• 15:53
  now?
• 15:53
  I
• 15:53
  don't
• 15:53
  know
• 15:54
  if
• 15:54
  you've
• 15:54
  got
• 15:54
  an
• 15:54
  overview
• 15:55
  of
• 15:55
  where
• 15:55
  your
• 15:56
  inquiries
• 15:56
  are
• 15:56
  coming
• 15:56
  from,
• 15:57
  but
• 15:57
  a
• 15:57
  lot
• 15:57
  of
• 15:57
  the
• 15:57
  time
• 15:58
  I
• 15:58
  get
• 15:58
  asked,
• 15:58
  well,
• 15:59
  you
• 15:59
  know,
• 15:59
  we're
• 15:59
  a
• 15:59
  venue,
• 16:00
  we
• 16:00
  want
• 16:00
  more
• 16:00
  inquiries.
• 16:01
  Where
• 16:01
  should
• 16:01
  I
• 16:02
  be
• 16:02
  marketing?
• 16:02
  So
• 16:03
  for
• 16:03
  you
• 16:03
  as
• 16:03
  Mulberry,
• 16:04
  what
• 16:04
  do
• 16:04
  you
• 16:04
  think's
• 16:04
  working
• 16:05
  best
• 16:05
  for
• 16:05
  you
• 16:06
  right
• 16:06
  now
• 16:06
  in
• 16:06
  terms
• 16:06
  of
• 16:07
  marketing?
• 16:07
  Where
• 16:08
  do
• 16:08
  your
• 16:08
  inquiries
• 16:08
  come
• 16:08
  from
• 16:09
  on
• 16:09
  the
• 16:09
  whole?
• 16:09
  Yeah,
• 16:09
  we,
• 16:10
  I
• 16:10
  think
• 16:10
  one
• 16:11
  thing
• 16:11
  that's
• 16:11
  where,
• 16:11
  you
• 16:11
  know,
• 16:11
  we're
• 16:12
  fortunate
• 16:12
  with.
• 16:12
  We,
• 16:12
  we
• 16:12
  are
• 16:13
  established.
• 16:13
  We've
• 16:13
  been
• 16:13
  in
• 16:13
  weddings
• 16:14
  for
• 16:14
  a
• 16:14
  long
• 16:14
  time.
• 16:14
  I
• 16:14
  think
• 16:14
  that
• 16:15
  makes
• 16:15
  a
• 16:15
  huge
• 16:15
  difference.
• 16:15
  So
• 16:16
  locally
• 16:16
  we
• 16:16
  are
• 16:16
  well
• 16:17
  known
• 16:17
  and
• 16:17
  you
• 16:17
  know,
• 16:18
  we'd
• 16:18
  have
• 16:18
  thousands
• 16:18
  of
• 16:18
  thousands
• 16:19
  of
• 16:19
  people
• 16:19
  come
• 16:19
  through
• 16:19
  here.
• 16:20
  So
• 16:20
  that
• 16:20
  does
• 16:20
  help.
• 16:20
  I
• 16:21
  think
• 16:21
  a
• 16:21
  lot
• 16:21
  of
• 16:21
  people,
• 16:21
  if
• 16:21
  you're
• 16:21
  starting
• 16:22
  from
• 16:22
  scratch
• 16:22
  or
• 16:22
  you're
• 16:23
  a
• 16:23
  new
• 16:23
  business,
• 16:24
  you've
• 16:24
  got
• 16:24
  to
• 16:24
  think
• 16:25
  a
• 16:25
  little
• 16:25
  bit
• 16:25
  harder.
• 16:26
  But
• 16:26
  we,
• 16:27
  you
• 16:27
  know,
• 16:27
  we
• 16:27
  spend
• 16:28
  a
• 16:29
  lot,
• 16:29
  lot
• 16:29
  of
• 16:29
  money
• 16:29
  on
• 16:30
  social
• 16:30
  media
• 16:30
  and
• 16:31
  sponsored
• 16:32
  ads.
• 16:32
  I
• 16:32
  think
• 16:32
  we
• 16:33
  could
• 16:33
  target
• 16:33
  it
• 16:33
  slightly
• 16:33
  better.
• 16:34
  I
• 16:34
  think
• 16:34
  that's
• 16:34
  super
• 16:34
  important.
• 16:35
  We
• 16:35
  use
• 16:36
  a
• 16:37
  number
• 16:37
  of
• 16:37
  the
• 16:37
  directories,
• 16:38
  not
• 16:38
  all
• 16:38
  of
• 16:38
  them.
• 16:40
  And
• 16:40
  that
• 16:40
  can
• 16:41
  really
• 16:41
  add
• 16:41
  up.
• 16:41
  You
• 16:41
  know,
• 16:42
  one
• 16:42
  thing
• 16:42
  we've
• 16:42
  really
• 16:42
  over
• 16:42
  the
• 16:43
  years
• 16:43
  is
• 16:43
  spent
• 16:44
  tens
• 16:44
  of
• 16:44
  thousands
• 16:45
  with
• 16:45
  some
• 16:45
  of
• 16:45
  these
• 16:45
  directories
• 16:46
  and
• 16:46
  it's
• 16:46
  not,
• 16:47
  we
• 16:47
  weren't
• 16:47
  able
• 16:48
  to
• 16:48
  have
• 16:48
  anything
• 16:48
  tangible
• 16:49
  to
• 16:49
  tell
• 16:49
  us
• 16:49
  if
• 16:49
  it
• 16:49
  was
• 16:50
  actually
• 16:50
  paying
• 16:50
  off.
• 16:51
  So
• 16:51
  we've,
• 16:52
  we
• 16:52
  can
• 16:52
  get
• 16:52
  to
• 16:53
  that
• 16:53
  later.
• 16:53
  But
• 16:53
  we
• 16:53
  rolled
• 16:53
  out
• 16:54
  a
• 16:54
  new
• 16:54
  CRM
• 16:54
  this
• 16:54
  year
• 16:55
  and
• 16:56
  that
• 16:56
  has
• 16:56
  given
• 16:56
  us
• 16:56
  loads
• 16:56
  of
• 16:57
  tangible
• 16:57
  information
• 16:57
  which
• 16:57
  is
• 16:58
  going
• 16:58
  to
• 16:58
  be
• 16:58
  huge
• 16:58
  for
• 16:59
  us
• 16:59
  in
• 16:59
  our
• 16:59
  decision
• 16:59
  making
• 17:00
  next
• 17:00
  year.
• 17:00
  In
• 17:00
  Terms
• 17:00
  of
• 17:00
  how
• 17:01
  much
• 17:01
  we
• 17:01
  want
• 17:01
  to
• 17:01
  spend
• 17:01
  on
• 17:01
  the
• 17:01
  directories,
• 17:02
  you
• 17:02
  know,
• 17:02
  I
• 17:02
  think
• 17:03
  good
• 17:03
  old
• 17:03
  fashioned.
• 17:03
  There's
• 17:04
  no,
• 17:04
  you
• 17:05
  know,
• 17:05
  wedding,
• 17:05
  whatever
• 17:06
  you
• 17:06
  want
• 17:06
  to
• 17:06
  call
• 17:06
  them,
• 17:06
  viewing
• 17:06
  days,
• 17:07
  wedding
• 17:07
  fairs,
• 17:08
  wedding
• 17:08
  shows,
• 17:08
  open
• 17:09
  house,
• 17:09
  whatever
• 17:09
  you
• 17:09
  want
• 17:10
  to
• 17:10
  call
• 17:10
  them
• 17:10
  I
• 17:10
  think
• 17:10
  is
• 17:10
  super
• 17:11
  important.
• 17:12
  I
• 17:12
  kind
• 17:13
  of
• 17:13
  call
• 17:13
  them
• 17:13
  like
• 17:13
  labeled
• 17:14
  kind
• 17:14
  of
• 17:14
  days.
• 17:14
  And
• 17:15
  I
• 17:15
  think
• 17:15
  at
• 17:15
  the
• 17:15
  moment
• 17:15
  a
• 17:15
  lot
• 17:16
  of
• 17:16
  couples
• 17:16
  like,
• 17:17
  you
• 17:18
  know,
• 17:18
  they
• 17:18
  like
• 17:18
  to
• 17:18
  label
• 17:19
  it.
• 17:19
  We'll
• 17:19
  do
• 17:19
  viewing
• 17:19
  seven
• 17:20
  days
• 17:20
  a
• 17:20
  week
• 17:20
  here
• 17:21
  and
• 17:21
  if
• 17:21
  we
• 17:21
  did
• 17:21
  viewings
• 17:22
  on
• 17:22
  a
• 17:22
  Saturday
• 17:22
  morning,
• 17:22
  people
• 17:23
  are
• 17:23
  just
• 17:23
  booking
• 17:23
  a
• 17:23
  private
• 17:24
  viewing.
• 17:24
  But
• 17:24
  the
• 17:24
  reality
• 17:25
  is
• 17:25
  if
• 17:25
  you
• 17:25
  just
• 17:25
  say,
• 17:25
  oh,
• 17:26
  come
• 17:26
  into
• 17:26
  our
• 17:26
  viewing
• 17:27
  morning,
• 17:27
  everyone
• 17:28
  just
• 17:28
  books
• 17:28
  in.
• 17:29
  So
• 17:29
  yeah,
• 17:29
  we're
• 17:30
  doing
• 17:30
  a
• 17:30
  lot
• 17:30
  of
• 17:30
  that
• 17:30
  this
• 17:30
  year.
• 17:30
  We've
• 17:31
  done
• 17:31
  loads
• 17:31
  more
• 17:31
  wedding
• 17:32
  shows,
• 17:32
  open
• 17:32
  houses
• 17:33
  than
• 17:33
  ever
• 17:33
  before,
• 17:33
  open
• 17:33
  evening,
• 17:34
  etc.
• 17:35
  And
• 17:35
  that's
• 17:36
  been
• 17:36
  really,
• 17:36
  really
• 17:36
  successful.
• 17:37
  We
• 17:37
  still,
• 17:37
  a
• 17:37
  lot
• 17:38
  of
• 17:38
  people
• 17:38
  moved
• 17:38
  away
• 17:38
  from
• 17:38
  wedding
• 17:39
  fairs
• 17:39
  and
• 17:39
  I
• 17:39
  was
• 17:39
  guilty
• 17:40
  of
• 17:40
  that
• 17:40
  and
• 17:40
  myself
• 17:40
  in
• 17:41
  previous
• 17:41
  properties.
• 17:42
  I
• 17:42
  don't
• 17:42
  want
• 17:42
  to
• 17:42
  do
• 17:43
  that.
• 17:43
  It's
• 17:43
  a
• 17:43
  waste
• 17:43
  of
• 17:43
  a
• 17:43
  date.
• 17:44
  You
• 17:44
  know,
• 17:44
  you
• 17:44
  get
• 17:45
  a
• 17:45
  lot
• 17:45
  of
• 17:45
  tie
• 17:45
  kickers
• 17:45
  and
• 17:46
  it's
• 17:46
  low
• 17:46
  spend.
• 17:46
  But
• 17:47
  you
• 17:47
  know,
• 17:47
  we
• 17:47
  work
• 17:47
  with
• 17:47
  a
• 17:48
  local
• 17:48
  company
• 17:48
  here
• 17:49
  and
• 17:49
  we
• 17:49
  do
• 17:49
  two
• 17:50
  shows
• 17:50
  a
• 17:50
  year
• 17:50
  or
• 17:50
  wedding
• 17:51
  fairs
• 17:51
  a
• 17:51
  year
• 17:52
  and
• 17:52
  we
• 17:52
  did
• 17:52
  one
• 17:52
  yesterday
• 17:53
  and
• 17:53
  we
• 17:53
  were
• 17:53
  packed
• 17:53
  and
• 17:53
  we
• 17:54
  got
• 17:54
  16
• 17:54
  inquiries,
• 17:55
  five
• 17:56
  of
• 17:56
  those
• 17:56
  are
• 17:56
  holding.
• 17:57
  But
• 17:57
  they'd
• 17:57
  never
• 17:57
  heard
• 17:58
  of
• 17:58
  us
• 17:58
  or
• 17:58
  didn't
• 17:59
  know
• 17:59
  about
• 17:59
  us
• 17:59
  before
• 18:00
  this
• 18:00
  show
• 18:00
  was
• 18:00
  advertised.
• 18:01
  So,
• 18:01
  you
• 18:02
  know,
• 18:02
  try
• 18:02
  it.
• 18:02
  And
• 18:03
  I
• 18:03
  think
• 18:03
  if
• 18:03
  you're
• 18:03
  even
• 18:04
  as
• 18:04
  an
• 18:04
  established
• 18:04
  wedding
• 18:05
  business,
• 18:05
  you
• 18:05
  know,
• 18:05
  we're
• 18:05
  still
• 18:06
  doing
• 18:06
  stuff
• 18:06
  like
• 18:06
  that
• 18:06
  and
• 18:07
  I
• 18:07
  think
• 18:07
  it
• 18:08
  works
• 18:08
  out.
• 18:08
  And
• 18:08
  it's
• 18:09
  about
• 18:09
  banging
• 18:09
  the
• 18:09
  drum,
• 18:09
  isn't
• 18:10
  it,
• 18:10
  ultimately,
• 18:10
  and
• 18:11
  being
• 18:11
  heard
• 18:11
  and
• 18:11
  if
• 18:11
  people
• 18:12
  can
• 18:12
  reach
• 18:12
  new
• 18:13
  customers
• 18:13
  that
• 18:13
  you
• 18:13
  can't
• 18:14
  or
• 18:14
  have
• 18:14
  different
• 18:15
  channels
• 18:15
  and
• 18:15
  I
• 18:15
  think
• 18:15
  that's
• 18:16
  super
• 18:16
  important.
• 18:17
  So
• 18:17
  we
• 18:17
  don't
• 18:18
  do
• 18:18
  anything
• 18:18
  radical,
• 18:20
  but
• 18:21
  we're
• 18:21
  consistent
• 18:21
  with
• 18:22
  it
• 18:22
  and
• 18:22
  we
• 18:22
  keep
• 18:22
  pushing
• 18:23
  forward.
• 18:23
  Yeah.
• 18:23
  And
• 18:23
  I
• 18:24
  think
• 18:24
  again,
• 18:24
  going
• 18:24
  back
• 18:24
  to
• 18:25
  all
• 18:25
  of
• 18:25
  that,
• 18:25
  what
• 18:25
  you've
• 18:26
  talked
• 18:26
  about
• 18:26
  is
• 18:26
  the
• 18:26
  data
• 18:26
  is
• 18:27
  so
• 18:27
  important
• 18:27
  because
• 18:28
  you
• 18:28
  can
• 18:28
  have
• 18:28
  an
• 18:28
  opinion.
• 18:29
  A
• 18:29
  wedding
• 18:29
  show's
• 18:30
  not
• 18:30
  worthwhile
• 18:31
  for
• 18:31
  us
• 18:31
  or
• 18:31
  our
• 18:31
  team.
• 18:32
  It's
• 18:32
  a
• 18:32
  waste
• 18:32
  of
• 18:32
  time.
• 18:33
  And
• 18:33
  then
• 18:33
  you've
• 18:33
  done
• 18:33
  one
• 18:34
  and
• 18:34
  you've
• 18:34
  got
• 18:34
  some
• 18:34
  data
• 18:34
  and
• 18:35
  actually
• 18:35
  you'll
• 18:35
  now
• 18:36
  be
• 18:36
  able
• 18:36
  to
• 18:36
  see
• 18:36
  whether
• 18:36
  you
• 18:37
  do
• 18:37
  get
• 18:37
  a
• 18:37
  return
• 18:37
  on
• 18:37
  investment,
• 18:38
  whether
• 18:38
  you
• 18:38
  do
• 18:38
  get
• 18:39
  those
• 18:39
  bookings
• 18:39
  and
• 18:39
  whether
• 18:40
  or
• 18:40
  not
• 18:40
  it's
• 18:40
  worth
• 18:40
  it
• 18:40
  or
• 18:41
  not.
• 18:41
  And
• 18:41
  I
• 18:41
  think
• 18:41
  a
• 18:41
  lot
• 18:41
  of
• 18:41
  the
• 18:42
  time,
• 18:42
  particularly
• 18:43
  solo
• 18:43
  business
• 18:44
  owners
• 18:44
  that
• 18:44
  I
• 18:45
  work
• 18:45
  with
• 18:45
  just
• 18:46
  make
• 18:46
  all
• 18:46
  of
• 18:46
  these
• 18:46
  their
• 18:47
  decisions
• 18:47
  on
• 18:47
  marketing,
• 18:47
  on
• 18:48
  feeling,
• 18:48
  oh,
• 18:48
  I
• 18:48
  feel
• 18:49
  like
• 18:49
  this
• 18:50
  doesn't
• 18:50
  work
• 18:50
  for
• 18:50
  me.
• 18:50
  I
• 18:51
  feel
• 18:51
  like
• 18:51
  directories
• 18:52
  work
• 18:52
  for
• 18:52
  me
• 18:52
  or
• 18:52
  they
• 18:53
  don't
• 18:53
  work
• 18:53
  for
• 18:53
  me.
• 18:53
  I
• 18:53
  feel
• 18:54
  like
• 18:54
  social
• 18:54
  media
• 18:54
  is
• 18:54
  where
• 18:54
  it
• 18:55
  should
• 18:55
  be,
• 18:55
  but
• 18:55
  actually
• 18:56
  feeling
• 18:56
  is
• 18:56
  not
• 18:57
  that
• 18:57
  helpful.
• 18:58
  The
• 18:58
  data
• 18:59
  is
• 18:59
  incredibly
• 19:00
  important
• 19:00
  and
• 19:00
  directories
• 19:01
  can
• 19:01
  work
• 19:01
  for
• 19:01
  you.
• 19:01
  But
• 19:01
  at
• 19:02
  the
• 19:02
  same
• 19:02
  time,
• 19:03
  I
• 19:03
  met
• 19:03
  with
• 19:03
  a
• 19:03
  venue
• 19:04
  the
• 19:04
  other
• 19:04
  week
• 19:04
  and
• 19:05
  I
• 19:05
  was
• 19:05
  doing
• 19:05
  a
• 19:06
  review
• 19:06
  of
• 19:06
  where
• 19:07
  they
• 19:07
  were
• 19:07
  at
• 19:08
  and
• 19:08
  they
• 19:08
  were
• 19:08
  like
• 19:09
  number
• 19:09
  39
• 19:10
  of
• 19:10
  the
• 19:10
  venues
• 19:11
  in
• 19:11
  their
• 19:11
  area.
• 19:12
  And
• 19:12
  I
• 19:12
  was
• 19:12
  like,
• 19:13
  no
• 19:13
  one's
• 19:13
  going
• 19:14
  to
• 19:14
  number
• 19:14
  39.
• 19:15
  I'm
• 19:15
  sorry
• 19:15
  to
• 19:16
  break
• 19:16
  it
• 19:16
  to
• 19:16
  you,
• 19:16
  but,
• 19:17
  you
• 19:17
  know,
• 19:17
  if
• 19:17
  you're
• 19:18
  lucky,
• 19:18
  if
• 19:18
  someone
• 19:18
  scrolled
• 19:19
  down
• 19:19
  4
• 19:19
  or
• 19:20
  5,
• 19:20
  but
• 19:20
  if
• 19:20
  you're
• 19:21
  on
• 19:21
  39,
• 19:22
  this
• 19:22
  is
• 19:22
  not
• 19:22
  what
• 19:22
  this
• 19:23
  is
• 19:23
  not.
• 19:23
  I
• 19:23
  cannot
• 19:24
  see
• 19:24
  how
• 19:24
  you're
• 19:24
  going
• 19:24
  to.
• 19:24
  Turn
• 19:24
  this
• 19:25
  around
• 19:25
  exactly
• 19:26
  100%.
• 19:27
  Okay,
• 19:28
  so
• 19:28
  I
• 19:29
  came
• 19:29
  to
• 19:29
  work
• 19:29
  with
• 19:29
  you
• 19:30
  earlier
• 19:30
  this
• 19:31
  year
• 19:31
  and
• 19:31
  I
• 19:32
  did
• 19:32
  a
• 19:32
  full
• 19:32
  marketing
• 19:33
  review
• 19:33
  and
• 19:33
  I
• 19:33
  came
• 19:34
  and
• 19:34
  worked
• 19:34
  with
• 19:35
  your
• 19:35
  team,
• 19:35
  which
• 19:35
  is
• 19:36
  how
• 19:36
  I've
• 19:36
  got
• 19:36
  to
• 19:36
  know
• 19:37
  your
• 19:37
  team
• 19:37
  and
• 19:38
  the
• 19:38
  venue
• 19:38
  in
• 19:38
  quite
• 19:39
  so
• 19:39
  much
• 19:39
  depth
• 19:40
  as
• 19:40
  I
• 19:40
  had
• 19:41
  now.
• 19:42
  I
• 19:42
  think
• 19:42
  it's
• 19:42
  quite
• 19:43
  a
• 19:43
  brave
• 19:43
  decision
• 19:44
  for
• 19:44
  anyone,
• 19:44
  whenever
• 19:45
  they
• 19:45
  come
• 19:45
  to
• 19:46
  work
• 19:46
  with
• 19:46
  me
• 19:46
  to
• 19:46
  say,
• 19:46
  can
• 19:47
  you
• 19:47
  do
• 19:47
  a
• 19:47
  marketing
• 19:48
  review
• 19:48
  of
• 19:48
  my
• 19:48
  business?
• 19:49
  And
• 19:49
  I
• 19:49
  always
• 19:49
  say,
• 19:49
  do
• 19:50
  you
• 19:50
  really
• 19:50
  want
• 19:50
  to
• 19:50
  know?
• 19:51
  Because
• 19:51
  it
• 19:51
  is
• 19:52
  basically
• 19:52
  taking
• 19:53
  your
• 19:53
  baby
• 19:53
  that
• 19:53
  you've
• 19:53
  spent
• 19:54
  ages
• 19:54
  on
• 19:54
  and
• 19:54
  handing
• 19:55
  it
• 19:55
  over
• 19:55
  to
• 19:55
  someone
• 19:55
  else
• 19:56
  and
• 19:56
  letting
• 19:56
  them
• 19:56
  pull
• 19:57
  it
• 19:57
  apart
• 19:57
  and
• 19:57
  say,
• 19:58
  this
• 19:58
  doesn't
• 19:58
  work.
• 19:59
  Have
• 19:59
  you
• 19:59
  tried
• 19:59
  this?
• 19:59
  Have
• 20:00
  you
• 20:00
  thought
• 20:00
  about
• 20:00
  this?
• 20:00
  And
• 20:01
  it
• 20:01
  can
• 20:01
  be
• 20:01
  quite
• 20:02
  a
• 20:02
  scary
• 20:02
  experience.
• 20:03
  So
• 20:03
  what
• 20:03
  was
• 20:04
  that
• 20:04
  experience
• 20:04
  like
• 20:05
  for
• 20:05
  you?
• 20:05
  And
• 20:06
  also,
• 20:07
  how
• 20:07
  did
• 20:07
  it
• 20:07
  go
• 20:08
  down
• 20:08
  with
• 20:08
  your
• 20:08
  team?
• 20:08
  Because
• 20:09
  sometimes
• 20:09
  they
• 20:09
  can
• 20:10
  be
• 20:10
  quite
• 20:10
  profitable,
• 20:10
  precious
• 20:11
  about
• 20:11
  the
• 20:11
  way
• 20:11
  they
• 20:11
  work
• 20:11
  as
• 20:12
  well.
• 20:12
  I
• 20:12
  think
• 20:13
  we,
• 20:13
  for
• 20:14
  me,
• 20:14
  going
• 20:15
  into
• 20:15
  January
• 20:15
  25th,
• 20:17
  like
• 20:17
  I
• 20:17
  mentioned
• 20:18
  earlier,
• 20:18
  I
• 20:18
  was
• 20:18
  a
• 20:18
  bit
• 20:18
  conscious
• 20:19
  of
• 20:19
  us
• 20:19
  sort
• 20:20
  of
• 20:20
  playing
• 20:20
  the
• 20:20
  same
• 20:21
  sort
• 20:21
  of
• 20:21
  Richard
• 20:21
  tricks
• 20:22
  and
• 20:22
  I
• 20:22
  was,
• 20:22
  you
• 20:23
  know,
• 20:23
  it
• 20:23
  doesn't
• 20:23
  want,
• 20:24
  you
• 20:24
  don't
• 20:24
  want
• 20:24
  it
• 20:24
  to
• 20:24
  be
• 20:24
  the
• 20:24
  Richard
• 20:25
  show,
• 20:25
  you
• 20:25
  know,
• 20:25
  so
• 20:26
  that's
• 20:26
  why
• 20:26
  I
• 20:26
  kind
• 20:26
  of
• 20:27
  went
• 20:27
  out
• 20:27
  there
• 20:28
  myself
• 20:28
  practically
• 20:29
  to,
• 20:29
  to
• 20:29
  network
• 20:29
  a
• 20:30
  bit
• 20:30
  more
• 20:30
  and
• 20:30
  see
• 20:30
  what's
• 20:31
  going
• 20:31
  on
• 20:31
  in
• 20:31
  the
• 20:31
  industry
• 20:31
  and
• 20:31
  go
• 20:32
  to
• 20:32
  more
• 20:32
  events
• 20:32
  and
• 20:32
  obviously
• 20:33
  that's
• 20:33
  where
• 20:33
  I,
• 20:33
  I
• 20:33
  come
• 20:34
  across
• 20:34
  yourself
• 20:34
  and
• 20:35
  I,
• 20:35
  when
• 20:35
  I
• 20:35
  found
• 20:35
  out
• 20:35
  you
• 20:36
  could
• 20:36
  come
• 20:36
  in
• 20:36
  and
• 20:36
  do
• 20:36
  a
• 20:36
  few
• 20:37
  full
• 20:37
  audit
• 20:38
  of
• 20:38
  our,
• 20:38
  of
• 20:39
  our,
• 20:39
  obviously
• 20:39
  the
• 20:39
  sales
• 20:40
  process
• 20:40
  and
• 20:40
  putting
• 20:40
  in
• 20:41
  inquiry
• 20:41
  and
• 20:41
  also
• 20:41
  of
• 20:42
  our
• 20:42
  competition
• 20:43
  and
• 20:43
  look
• 20:43
  at
• 20:43
  our
• 20:43
  social
• 20:44
  media,
• 20:44
  I
• 20:44
  was
• 20:44
  like,
• 20:44
  this
• 20:44
  is
• 20:44
  amazing.
• 20:45
  It's
• 20:45
  just
• 20:45
  what
• 20:45
  we
• 20:45
  need.
• 20:45
  And
• 20:45
  the
• 20:46
  team
• 20:46
  were
• 20:46
  really
• 20:46
  keen
• 20:46
  for
• 20:47
  it
• 20:47
  as
• 20:47
  well.
• 20:47
  And
• 20:47
  that's
• 20:47
  the
• 20:47
  sort
• 20:47
  of
• 20:48
  culture
• 20:48
  we've
• 20:48
  got
• 20:48
  here
• 20:48
  where
• 20:48
  it's
• 20:49
  not,
• 20:49
  you
• 20:49
  know,
• 20:50
  we're
• 20:50
  the
• 20:50
  best
• 20:50
  and
• 20:51
  we
• 20:51
  do
• 20:51
  it
• 20:51
  our
• 20:51
  way.
• 20:51
  And
• 20:51
  we're
• 20:52
  not
• 20:52
  going
• 20:52
  to
• 20:52
  change.
• 20:52
  We're
• 20:52
  really
• 20:52
  open
• 20:53
  to
• 20:53
  that
• 20:53
  because
• 20:53
  ultimately
• 20:54
  it's
• 20:54
  going
• 20:54
  to
• 20:54
  result
• 20:54
  in
• 20:54
  more
• 20:54
  bookings.
• 20:55
  So,
• 20:55
  yeah,
• 20:56
  it
• 20:56
  was
• 20:56
  a
• 20:56
  really,
• 20:56
  really
• 20:57
  great
• 20:57
  experience
• 20:57
  to
• 20:57
  get
• 20:57
  you
• 20:58
  on
• 20:58
  board
• 20:58
  and
• 20:58
  we,
• 20:58
  you
• 20:58
  know,
• 20:59
  we
• 20:59
  welcome
• 20:59
  the
• 20:59
  feedback
• 21:00
  and
• 21:00
  the
• 21:00
  team
• 21:00
  were
• 21:01
  really,
• 21:01
  really
• 21:01
  receptive
• 21:02
  to
• 21:02
  it.
• 21:02
  Okay,
• 21:02
  well,
• 21:02
  that's
• 21:02
  good.
• 21:03
  That
• 21:03
  shows
• 21:03
  the
• 21:03
  culture
• 21:04
  that
• 21:04
  you've
• 21:04
  built,
• 21:05
  because
• 21:05
  that
• 21:05
  could
• 21:05
  be
• 21:05
  the
• 21:05
  first
• 21:06
  hurdle
• 21:06
  is
• 21:06
  people
• 21:06
  even
• 21:07
  letting
• 21:07
  go
• 21:07
  of
• 21:07
  what
• 21:08
  they've
• 21:08
  done.
• 21:09
  We
• 21:09
  done
• 21:10
  that
• 21:10
  and
• 21:10
  I
• 21:10
  came
• 21:10
  and
• 21:10
  I
• 21:11
  presented
• 21:11
  the
• 21:11
  findings
• 21:12
  to
• 21:12
  you
• 21:12
  and
• 21:12
  your
• 21:12
  team.
• 21:12
  Were
• 21:13
  there
• 21:13
  certain
• 21:13
  things
• 21:14
  that
• 21:14
  landed
• 21:14
  with
• 21:15
  you
• 21:15
  that
• 21:15
  made
• 21:15
  you
• 21:15
  think,
• 21:16
  oh,
• 21:16
  yeah,
• 21:17
  hadn't
• 21:17
  thought
• 21:17
  about
• 21:17
  that.
• 21:18
  Yeah,
• 21:18
  there's
• 21:19
  a
• 21:19
  few
• 21:19
  things
• 21:19
  you're
• 21:19
  like,
• 21:19
  oh,
• 21:20
  God,
• 21:20
  we
• 21:20
  know
• 21:20
  that.
• 21:21
  But
• 21:21
  it's
• 21:21
  one
• 21:22
  of
• 21:22
  those
• 21:22
  things
• 21:22
  you
• 21:22
  just
• 21:22
  put
• 21:22
  to
• 21:22
  the
• 21:22
  back
• 21:23
  burner
• 21:23
  because
• 21:23
  you
• 21:23
  get
• 21:23
  busy.
• 21:24
  And
• 21:24
  there
• 21:24
  was
• 21:24
  loads
• 21:24
  of
• 21:24
  things
• 21:25
  like,
• 21:25
  well,
• 21:25
  that
• 21:25
  is
• 21:26
  a
• 21:26
  fantastic
• 21:26
  idea.
• 21:27
  Why
• 21:27
  haven't
• 21:27
  we
• 21:27
  thought
• 21:27
  of
• 21:27
  that
• 21:27
  sooner?
• 21:28
  How,
• 21:28
  you
• 21:28
  know,
• 21:28
  let's
• 21:28
  get
• 21:28
  it
• 21:29
  done,
• 21:29
  let's
• 21:29
  integrate
• 21:30
  that
• 21:30
  and
• 21:30
  get
• 21:30
  it
• 21:30
  moving
• 21:31
  quickly.
• 21:31
  So
• 21:32
  it
• 21:32
  was
• 21:32
  a.
• 21:32
  Yeah,
• 21:32
  it
• 21:32
  was,
• 21:33
  it
• 21:33
  was
• 21:33
  a
• 21:33
  bit
• 21:33
  of
• 21:33
  both
• 21:33
  to
• 21:33
  answer
• 21:34
  that
• 21:34
  question.
• 21:34
  You
• 21:34
  know,
• 21:34
  there
• 21:34
  was
• 21:34
  a
• 21:35
  lot
• 21:35
  of
• 21:35
  things
• 21:35
  there
• 21:35
  that
• 21:36
  you
• 21:36
  just
• 21:36
  think,
• 21:36
  oh,
• 21:37
  why
• 21:37
  aren't
• 21:37
  we
• 21:38
  doing
• 21:38
  this?
• 21:38
  This
• 21:38
  is
• 21:38
  silly.
• 21:38
  But
• 21:39
  there
• 21:39
  were
• 21:39
  some
• 21:39
  real
• 21:39
  big
• 21:39
  ticket
• 21:40
  items
• 21:40
  as
• 21:40
  well.
• 21:40
  It
• 21:40
  took,
• 21:41
  you
• 21:41
  know,
• 21:42
  you
• 21:42
  came
• 21:42
  up
• 21:42
  with
• 21:42
  a
• 21:42
  few
• 21:42
  ideas
• 21:43
  and
• 21:43
  we
• 21:43
  thought,
• 21:43
  okay,
• 21:43
  we
• 21:43
  need
• 21:43
  to
• 21:44
  do
• 21:44
  this,
• 21:44
  but
• 21:44
  you
• 21:44
  can't
• 21:44
  be
• 21:45
  implemented
• 21:45
  straight
• 21:46
  away.
• 21:46
  And
• 21:46
  then
• 21:47
  we
• 21:47
  kind
• 21:47
  of
• 21:47
  created
• 21:47
  our
• 21:47
  action
• 21:48
  plan
• 21:48
  and
• 21:48
  we
• 21:49
  went
• 21:49
  from
• 21:49
  there.
• 21:49
  And
• 21:50
  it's
• 21:50
  always
• 21:50
  a
• 21:50
  marathon,
• 21:50
  not
• 21:51
  Sprint,
• 21:51
  because
• 21:51
  there's
• 21:51
  easy
• 21:52
  fixes
• 21:52
  like
• 21:52
  this
• 21:52
  button
• 21:53
  doesn't
• 21:53
  work
• 21:53
  or
• 21:54
  you
• 21:54
  know,
• 21:54
  change
• 21:54
  the
• 21:54
  wording
• 21:55
  in
• 21:55
  this
• 21:55
  email.
• 21:55
  But
• 21:56
  actually
• 21:56
  some
• 21:56
  of
• 21:56
  the
• 21:56
  longer
• 21:57
  term
• 21:57
  fixes
• 21:58
  around
• 21:58
  the
• 21:58
  website
• 21:58
  and
• 21:58
  the
• 21:59
  SEO,
• 21:59
  they're
• 21:59
  bigger
• 22:00
  picture
• 22:00
  projects.
• 22:01
  Not
• 22:01
  everything
• 22:01
  is,
• 22:02
  is
• 22:02
  fixable
• 22:03
  overnight.
• 22:04
  I
• 22:04
  think
• 22:04
  the
• 22:04
  main
• 22:04
  thing
• 22:05
  was
• 22:05
  the
• 22:05
  website,
• 22:06
  wasn't
• 22:06
  it?
• 22:06
  Yeah.
• 22:07
  You
• 22:07
  know,
• 22:07
  the
• 22:08
  fact
• 22:08
  that
• 22:08
  people
• 22:08
  are
• 22:08
  inquiring
• 22:09
  on
• 22:09
  our
• 22:09
  website
• 22:09
  and
• 22:10
  they
• 22:10
  weren't
• 22:10
  getting
• 22:10
  the
• 22:10
  brochure
• 22:11
  quickly,
• 22:12
  you
• 22:12
  know,
• 22:12
  it
• 22:12
  was
• 22:12
  happening
• 22:13
  the
• 22:13
  next
• 22:13
  day
• 22:13
  when
• 22:13
  people
• 22:13
  in
• 22:14
  the
• 22:14
  office
• 22:14
  and
• 22:14
  we
• 22:14
  added
• 22:14
  that
• 22:14
  little
• 22:15
  bit
• 22:15
  of
• 22:15
  automation.
• 22:16
  Well,
• 22:16
  we've
• 22:16
  added
• 22:16
  a
• 22:16
  fair
• 22:17
  bit
• 22:17
  now,
• 22:17
  but
• 22:17
  we'll
• 22:17
  get
• 22:17
  to
• 22:17
  that.
• 22:18
  But
• 22:18
  that,
• 22:18
  that
• 22:19
  was
• 22:19
  a
• 22:19
  big
• 22:19
  ticket
• 22:19
  for
• 22:20
  me.
• 22:20
  I
• 22:20
  was
• 22:20
  like,
• 22:20
  why,
• 22:20
  when
• 22:21
  we're
• 22:21
  not
• 22:21
  doing
• 22:21
  this
• 22:21
  years
• 22:22
  ago.
• 22:22
  Yeah.
• 22:22
  And
• 22:22
  I
• 22:22
  think
• 22:23
  that's
• 22:23
  one
• 22:23
  of
• 22:23
  the
• 22:23
  things
• 22:24
  that
• 22:24
  was
• 22:24
  most
• 22:24
  interesting
• 22:25
  for
• 22:25
  me
• 22:25
  to
• 22:25
  present
• 22:26
  because
• 22:26
  I
• 22:26
  did
• 22:27
  inquire
• 22:28
  with
• 22:28
  your
• 22:28
  team
• 22:29
  and
• 22:29
  I
• 22:29
  inquired
• 22:29
  with
• 22:29
  all
• 22:30
  of
• 22:30
  your
• 22:30
  competitors
• 22:30
  at
• 22:30
  the
• 22:30
  same
• 22:31
  time
• 22:31
  and
• 22:31
  I
• 22:31
  remember
• 22:31
  pulling
• 22:32
  up
• 22:32
  that
• 22:32
  thing
• 22:32
  on
• 22:33
  the
• 22:33
  screen,
• 22:33
  a
• 22:33
  table
• 22:33
  that
• 22:33
  I'd
• 22:34
  made
• 22:34
  that
• 22:34
  basically
• 22:35
  showed
• 22:35
  your
• 22:36
  team's
• 22:36
  response
• 22:36
  time
• 22:37
  and
• 22:37
  what
• 22:37
  you'd
• 22:37
  done
• 22:38
  exactly
• 22:38
  in
• 22:39
  line
• 22:39
  with
• 22:39
  the
• 22:39
  other
• 22:39
  competitors
• 22:40
  and
• 22:40
  all
• 22:40
  of
• 22:40
  the
• 22:41
  other
• 22:41
  competitors
• 22:41
  had
• 22:41
  beaten
• 22:42
  you.
• 22:42
  I
• 22:42
  think
• 22:43
  that's
• 22:43
  a
• 22:43
  really
• 22:43
  stark
• 22:44
  thing
• 22:44
  to
• 22:45
  look
• 22:45
  at
• 22:45
  and
• 22:45
  think,
• 22:46
  yeah,
• 22:46
  we
• 22:46
  think
• 22:46
  we're
• 22:46
  keeping
• 22:47
  up
• 22:47
  with
• 22:47
  our
• 22:47
  competitors,
• 22:48
  but
• 22:48
  oh
• 22:48
  dear,
• 22:49
  we
• 22:49
  are
• 22:49
  already
• 22:49
  number
• 22:50
  five
• 22:50
  in
• 22:50
  the
• 22:50
  inbox
• 22:51
  because
• 22:51
  the
• 22:51
  other
• 22:51
  four
• 22:51
  have
• 22:52
  already
• 22:52
  replied.
• 22:53
  And
• 22:53
  yeah,
• 22:54
  I
• 22:54
  think
• 22:54
  that
• 22:54
  was
• 22:54
  a
• 22:54
  big
• 22:54
  wake
• 22:55
  up
• 22:55
  call.
• 22:55
  Well,
• 22:56
  because
• 22:56
  we,
• 22:56
  we
• 22:56
  were
• 22:56
  busy,
• 22:57
  like
• 22:57
  say
• 22:57
  every
• 22:57
  year
• 22:57
  we
• 22:57
  were
• 22:58
  growing
• 22:58
  the
• 22:58
  business.
• 22:58
  So
• 22:58
  internally
• 22:59
  we're
• 22:59
  like,
• 22:59
  oh,
• 22:59
  we're
• 23:00
  doing
• 23:00
  a
• 23:00
  great
• 23:00
  job
• 23:00
  here.
• 23:00
  We're
• 23:01
  good.
• 23:01
  And
• 23:01
  it
• 23:02
  wasn't,
• 23:02
  we
• 23:02
  didn't,
• 23:02
  we
• 23:02
  didn't.
• 23:03
  I
• 23:03
  didn't
• 23:03
  start
• 23:03
  talking
• 23:03
  to
• 23:03
  you,
• 23:03
  for
• 23:04
  example,
• 23:04
  because,
• 23:05
  you
• 23:05
  know,
• 23:05
  the
• 23:05
  sales
• 23:06
  numbers
• 23:06
  were
• 23:06
  declining,
• 23:06
  inquiries
• 23:07
  were
• 23:07
  declining.
• 23:08
  It
• 23:08
  wasn't
• 23:08
  like
• 23:08
  that
• 23:08
  at
• 23:08
  all.
• 23:08
  It
• 23:09
  was,
• 23:09
  we
• 23:10
  wanted
• 23:10
  to
• 23:10
  be
• 23:10
  better,
• 23:10
  but
• 23:10
  it
• 23:11
  really
• 23:11
  was
• 23:11
  a
• 23:11
  highlight.
• 23:11
  Think,
• 23:12
  oh,
• 23:12
  we
• 23:12
  think
• 23:12
  we're
• 23:12
  okay,
• 23:13
  but
• 23:13
  actually
• 23:14
  maybe
• 23:15
  we're
• 23:15
  not,
• 23:15
  you
• 23:16
  know,
• 23:16
  and.
• 23:16
  Actually
• 23:17
  that's
• 23:17
  the
• 23:17
  best
• 23:17
  time,
• 23:17
  and
• 23:18
  that's
• 23:18
  the
• 23:18
  best
• 23:18
  time
• 23:19
  for
• 23:19
  someone
• 23:19
  to
• 23:19
  speak.
• 23:19
  I
• 23:20
  think
• 23:20
  sometimes
• 23:20
  if,
• 23:21
  if
• 23:21
  people
• 23:21
  hit
• 23:22
  rock
• 23:22
  bottom
• 23:22
  before
• 23:23
  they
• 23:23
  decide
• 23:23
  they
• 23:23
  want
• 23:23
  to
• 23:24
  do
• 23:24
  something
• 23:24
  better,
• 23:25
  that's
• 23:25
  actually
• 23:26
  a
• 23:26
  really
• 23:26
  difficult
• 23:26
  client
• 23:27
  to
• 23:27
  work
• 23:27
  with.
• 23:28
  But
• 23:28
  actually
• 23:28
  the
• 23:28
  best
• 23:29
  clients
• 23:29
  are
• 23:29
  the
• 23:29
  ones
• 23:29
  that
• 23:29
  are
• 23:30
  doing
• 23:30
  well,
• 23:30
  but
• 23:30
  see
• 23:31
  that
• 23:31
  they
• 23:31
  need
• 23:31
  to
• 23:31
  keep
• 23:31
  making
• 23:31
  the
• 23:32
  1%
• 23:32
  improvements
• 23:33
  because
• 23:34
  they're
• 23:34
  the
• 23:34
  ones
• 23:34
  who
• 23:34
  are
• 23:35
  going
• 23:35
  to
• 23:35
  stay
• 23:35
  ahead.
• 23:35
  Because
• 23:36
  otherwise,
• 23:36
  like
• 23:36
  you
• 23:36
  said,
• 23:37
  if
• 23:37
  you
• 23:37
  keep
• 23:37
  on
• 23:37
  doing
• 23:37
  the
• 23:37
  same
• 23:38
  things
• 23:38
  you've
• 23:38
  always
• 23:38
  done
• 23:38
  and
• 23:39
  it
• 23:39
  works
• 23:39
  for
• 23:39
  you,
• 23:40
  suddenly
• 23:40
  you
• 23:40
  realize
• 23:41
  it's
• 23:41
  just
• 23:41
  sloping
• 23:42
  away
• 23:42
  slowly
• 23:43
  because
• 23:43
  you
• 23:43
  haven't
• 23:43
  kept
• 23:43
  up
• 23:44
  with
• 23:44
  the
• 23:44
  competitors.
• 23:45
  And
• 23:45
  then
• 23:45
  you
• 23:45
  hit
• 23:45
  rock
• 23:46
  bottom
• 23:46
  and
• 23:46
  you're
• 23:46
  like,
• 23:46
  help?
• 23:47
  Yeah,
• 23:48
  it's
• 23:48
  too
• 23:48
  late.
• 23:48
  Oh,
• 23:49
  you
• 23:49
  know,
• 23:49
  two
• 23:50
  years
• 23:50
  for
• 23:50
  that,
• 23:50
  for
• 23:50
  that
• 23:51
  pipeline
• 23:51
  to
• 23:52
  build
• 23:52
  up
• 23:52
  again
• 23:52
  and
• 23:52
  you're
• 23:53
  in
• 23:53
  trouble.
• 23:53
  You
• 23:53
  know,
• 23:53
  your
• 23:53
  cash
• 23:54
  flow
• 23:54
  is
• 23:54
  going
• 23:54
  to
• 23:54
  suffer.
• 23:55
  So
• 23:55
  now
• 23:56
  we're
• 23:56
  really
• 23:56
  tough.
• 23:56
  We,
• 23:56
  we
• 23:57
  did
• 23:57
  that
• 23:57
  process
• 23:57
  and
• 23:57
  we're
• 23:58
  going
• 23:58
  to
• 23:58
  continue
• 23:58
  it.
• 23:58
  You
• 23:58
  know,
• 23:58
  we're
• 23:58
  not
• 23:59
  going
• 23:59
  to
• 23:59
  stop
• 23:59
  either.
• 24:00
  It's
• 24:00
  going
• 24:00
  to
• 24:00
  be
• 24:00
  an
• 24:01
  ongoing
• 24:01
  thing.
• 24:01
  So
• 24:02
  the
• 24:02
  big
• 24:02
  thing.
• 24:03
  Let
• 24:04
  me
• 24:04
  cough.
• 24:04
  The
• 24:04
  big
• 24:05
  thing
• 24:05
  that
• 24:05
  came
• 24:05
  out
• 24:06
  from
• 24:06
  our
• 24:06
  session
• 24:07
  was
• 24:07
  that
• 24:08
  I
• 24:08
  realized
• 24:08
  that
• 24:08
  your
• 24:08
  team
• 24:09
  was
• 24:09
  still
• 24:09
  doing
• 24:09
  almost
• 24:10
  everything
• 24:10
  to
• 24:11
  do
• 24:11
  with
• 24:11
  weddings
• 24:11
  on
• 24:11
  an
• 24:11
  Excel
• 24:12
  spreadsheet
• 24:12
  or
• 24:12
  with
• 24:13
  lots
• 24:13
  of
• 24:13
  paper
• 24:13
  forms.
• 24:14
  And
• 24:14
  when
• 24:15
  we
• 24:15
  came
• 24:15
  and
• 24:15
  I
• 24:15
  worked
• 24:16
  with
• 24:16
  the
• 24:16
  team
• 24:16
  and
• 24:16
  we
• 24:16
  looked
• 24:17
  at
• 24:17
  your
• 24:17
  process,
• 24:17
  we
• 24:17
  realized
• 24:18
  actually
• 24:18
  there
• 24:18
  is
• 24:18
  a
• 24:18
  gap
• 24:19
  here.
• 24:19
  Maybe
• 24:19
  we
• 24:19
  do
• 24:20
  need
• 24:20
  to
• 24:20
  look
• 24:20
  at
• 24:20
  some
• 24:21
  kind
• 24:21
  of
• 24:21
  system.
• 24:22
  I
• 24:22
  know
• 24:22
  it
• 24:22
  was
• 24:22
  something
• 24:22
  you'd
• 24:23
  already
• 24:23
  been
• 24:23
  considering
• 24:24
  and
• 24:24
  you'd
• 24:24
  been
• 24:24
  thinking
• 24:25
  about
• 24:25
  yourself
• 24:25
  and
• 24:26
  so
• 24:26
  I
• 24:26
  guess
• 24:26
  the
• 24:26
  timing
• 24:27
  worked.
• 24:28
  So
• 24:28
  we
• 24:28
  did
• 24:28
  look
• 24:28
  at
• 24:29
  implementing
• 24:29
  a
• 24:29
  system.
• 24:29
  The
• 24:30
  system
• 24:30
  we
• 24:30
  went
• 24:30
  with
• 24:31
  after
• 24:31
  you
• 24:31
  looking
• 24:31
  at
• 24:32
  various
• 24:32
  different
• 24:32
  options
• 24:32
  was
• 24:33
  bright
• 24:33
  beers.
• 24:34
  And
• 24:34
  we
• 24:34
  decided,
• 24:35
  right,
• 24:35
  we're
• 24:35
  going
• 24:35
  to
• 24:35
  get
• 24:36
  this
• 24:36
  going
• 24:36
  now.
• 24:36
  One
• 24:36
  of
• 24:37
  the
• 24:37
  hurdles,
• 24:37
  I
• 24:37
  remember
• 24:38
  talking
• 24:38
  to
• 24:38
  you
• 24:38
  after
• 24:39
  the
• 24:39
  session
• 24:39
  about
• 24:39
  getting
• 24:40
  it
• 24:40
  going
• 24:40
  was
• 24:40
  like,
• 24:41
  the
• 24:41
  time
• 24:41
  is
• 24:42
  going
• 24:42
  to
• 24:42
  take
• 24:42
  to
• 24:42
  set
• 24:43
  it
• 24:43
  all
• 24:43
  up
• 24:43
  because
• 24:43
  it
• 24:44
  is
• 24:44
  quite
• 24:44
  complicated
• 24:45
  and
• 24:45
  your
• 24:45
  team
• 24:45
  are
• 24:46
  very
• 24:46
  busy.
• 24:47
  And
• 24:47
  me
• 24:48
  and
• 24:48
  my
• 24:48
  team
• 24:48
  said,
• 24:48
  you
• 24:48
  know
• 24:49
  what,
• 24:49
  we
• 24:49
  can
• 24:49
  set
• 24:49
  it
• 24:50
  up
• 24:50
  for
• 24:50
  you.
• 24:50
  That's
• 24:50
  something
• 24:50
  we
• 24:50
  do.
• 24:51
  Give
• 24:51
  us
• 24:52
  your
• 24:52
  process,
• 24:52
  we'll
• 24:53
  set
• 24:53
  it
• 24:53
  up
• 24:53
  for
• 24:53
  you
• 24:53
  and
• 24:54
  get
• 24:54
  it
• 24:54
  going
• 24:54
  now.
• 24:55
  It
• 24:55
  was
• 24:55
  not
• 24:56
  an
• 24:56
  easy
• 24:56
  thing
• 24:56
  for
• 24:56
  us
• 24:57
  to
• 24:57
  set
• 24:57
  up
• 24:57
  in
• 24:57
  terms
• 24:58
  of,
• 24:58
  you
• 24:58
  know,
• 24:58
  you're
• 24:58
  not
• 24:58
  a
• 24:59
  small
• 24:59
  venue,
• 24:59
  you
• 24:59
  are
• 24:59
  a
• 24:59
  very
• 25:00
  busy
• 25:00
  venue
• 25:00
  with
• 25:00
  a
• 25:01
  very
• 25:01
  complicated
• 25:02
  process
• 25:02
  in
• 25:02
  some
• 25:02
  ways,
• 25:03
  internally.
• 25:04
  And
• 25:04
  your
• 25:04
  team,
• 25:05
  it
• 25:05
  became
• 25:06
  apparent
• 25:06
  to
• 25:06
  me
• 25:07
  very
• 25:07
  quickly
• 25:07
  how
• 25:08
  many
• 25:08
  things
• 25:08
  they
• 25:09
  were
• 25:09
  doing
• 25:09
  for
• 25:10
  every
• 25:10
  single
• 25:10
  client.
• 25:11
  Incredible
• 25:11
  touch
• 25:12
  points,
• 25:12
  loads
• 25:13
  of
• 25:13
  upsells.
• 25:14
  But
• 25:14
  trying
• 25:14
  to
• 25:15
  take
• 25:15
  that
• 25:15
  from
• 25:16
  their
• 25:16
  heads
• 25:16
  and
• 25:17
  get
• 25:17
  it
• 25:17
  into
• 25:17
  a
• 25:17
  system
• 25:18
  was,
• 25:19
  Was
• 25:19
  interesting,
• 25:21
  but
• 25:21
  also
• 25:21
  amazing
• 25:22
  at
• 25:22
  the
• 25:22
  same
• 25:22
  time
• 25:23
  because
• 25:23
  it's
• 25:23
  now
• 25:24
  saved
• 25:24
  them
• 25:24
  so
• 25:24
  much
• 25:25
  time.
• 25:25
  So
• 25:26
  how,
• 25:26
  how
• 25:27
  have
• 25:27
  you
• 25:27
  seen
• 25:28
  the
• 25:28
  impact
• 25:28
  of
• 25:28
  starting
• 25:29
  to
• 25:29
  use
• 25:29
  a
• 25:29
  system
• 25:30
  over
• 25:30
  them
• 25:30
  just
• 25:31
  doing
• 25:31
  everything
• 25:31
  on
• 25:31
  a
• 25:32
  spreadsheet?
• 25:32
  Yeah,
• 25:32
  we're,
• 25:33
  it's
• 25:34
  true
• 25:34
  though,
• 25:34
  in
• 25:34
  so
• 25:34
  much
• 25:35
  time
• 25:35
  we're
• 25:35
  put
• 25:35
  into
• 25:35
  Excel,
• 25:36
  but
• 25:36
  yeah,
• 25:37
  it
• 25:37
  was,
• 25:37
  it's,
• 25:37
  it's
• 25:37
  been
• 25:38
  great.
• 25:38
  So
• 25:38
  the
• 25:39
  initial
• 25:39
  impact
• 25:40
  straightaway
• 25:40
  bank
• 25:40
  is
• 25:41
  sales.
• 25:41
  So
• 25:41
  the
• 25:41
  sales
• 25:42
  team,
• 25:42
  you
• 25:42
  know,
• 25:42
  the
• 25:42
  system's
• 25:43
  automated,
• 25:43
  it's
• 25:43
  chasing.
• 25:43
  We're
• 25:44
  getting
• 25:44
  tangible
• 25:44
  data
• 25:44
  that,
• 25:45
  that's
• 25:45
  great.
• 25:45
  And
• 25:46
  I
• 25:46
  think
• 25:47
  it
• 25:47
  does.
• 25:47
  It
• 25:47
  definitely
• 25:48
  saves
• 25:48
  time,
• 25:48
  it
• 25:48
  makes
• 25:48
  it
• 25:49
  consistent
• 25:49
  and
• 25:49
  there's
• 25:49
  a
• 25:49
  process.
• 25:50
  So
• 25:50
  that's
• 25:50
  a
• 25:50
  huge
• 25:50
  plus.
• 25:51
  And
• 25:51
  we
• 25:51
  can
• 25:51
  see
• 25:52
  already
• 25:52
  that
• 25:54
  what
• 25:55
  we've
• 25:55
  made
• 25:55
  in
• 25:55
  sales
• 25:55
  this
• 25:56
  year,
• 25:57
  I
• 25:57
  think
• 25:57
  we're
• 25:57
  like
• 25:58
  45%
• 25:59
  up
• 25:59
  on
• 25:59
  what
• 25:59
  we've
• 25:59
  sold
• 25:59
  this
• 26:00
  year
• 26:00
  versus
• 26:00
  last
• 26:00
  year.
• 26:00
  So
• 26:01
  it's
• 26:01
  a
• 26:01
  huge
• 26:01
  factor
• 26:02
  that
• 26:02
  is
• 26:02
  how
• 26:02
  we've
• 26:02
  automated
• 26:03
  the
• 26:03
  system
• 26:03
  and
• 26:03
  some
• 26:03
  of
• 26:03
  the
• 26:03
  other
• 26:03
  things
• 26:04
  we've
• 26:04
  done
• 26:04
  in
• 26:04
  our
• 26:04
  marketing
• 26:04
  processes
• 26:05
  and
• 26:05
  how
• 26:05
  we
• 26:05
  bring
• 26:06
  people
• 26:06
  in.
• 26:06
  But
• 26:07
  the
• 26:07
  wedding.
• 26:08
  So
• 26:08
  we
• 26:08
  call
• 26:08
  them
• 26:08
  wedding
• 26:09
  specialists
• 26:09
  here,
• 26:09
  but
• 26:09
  you
• 26:09
  might
• 26:10
  call
• 26:10
  them
• 26:10
  wedding
• 26:10
  coordinators
• 26:11
  or
• 26:11
  planners.
• 26:12
  So
• 26:13
  we,
• 26:13
  you
• 26:13
  know,
• 26:13
  terms
• 26:14
  of
• 26:14
  their
• 26:15
  systems
• 26:15
  and
• 26:15
  their
• 26:15
  process
• 26:16
  and
• 26:16
  all
• 26:16
  the
• 26:16
  different
• 26:17
  sort
• 26:17
  of
• 26:17
  automations
• 26:18
  we
• 26:18
  put
• 26:18
  in
• 26:18
  is
• 26:18
  going
• 26:19
  to
• 26:19
  save
• 26:19
  them
• 26:19
  loads
• 26:19
  of
• 26:19
  time.
• 26:20
  So
• 26:20
  we're
• 26:20
  still,
• 26:20
  it's.
• 26:21
  It's
• 26:21
  funny
• 26:22
  because
• 26:22
  by
• 26:22
  the
• 26:22
  time
• 26:22
  we
• 26:22
  went
• 26:22
  live
• 26:23
  was
• 26:23
  sort
• 26:23
  of
• 26:23
  mid
• 26:23
  summer
• 26:24
  and
• 26:25
  then
• 26:25
  a
• 26:25
  lot
• 26:25
  of,
• 26:25
  obviously
• 26:25
  the
• 26:26
  girls
• 26:26
  tend
• 26:26
  to
• 26:26
  be
• 26:26
  working
• 26:26
  three
• 26:27
  months
• 26:27
  or
• 26:27
  so
• 26:27
  ahead
• 26:27
  anyway
• 26:28
  with
• 26:28
  final
• 26:28
  detail
• 26:29
  mix
• 26:29
  with
• 26:29
  couples.
• 26:29
  So
• 26:29
  we're
• 26:30
  Kind
• 26:30
  of
• 26:30
  a
• 26:30
  lot
• 26:31
  of
• 26:31
  that
• 26:31
  stuff
• 26:31
  is
• 26:31
  starting
• 26:31
  to
• 26:31
  be
• 26:32
  rolled
• 26:32
  out
• 26:32
  now
• 26:32
  as
• 26:33
  we
• 26:33
  go
• 26:33
  into
• 26:33
  2026
• 26:34
  planning.
• 26:35
  So
• 26:35
  we,
• 26:35
  you
• 26:35
  know,
• 26:37
  the
• 26:37
  system,
• 26:37
  we
• 26:37
  haven't
• 26:38
  seen
• 26:38
  the
• 26:38
  full
• 26:38
  benefit
• 26:38
  fully
• 26:39
  yet
• 26:39
  from
• 26:39
  that
• 26:39
  side
• 26:40
  and
• 26:40
  we
• 26:40
  will
• 26:40
  probably
• 26:41
  come
• 26:41
  spring
• 26:42
  when
• 26:42
  everything's
• 26:43
  on
• 26:43
  there
• 26:43
  is
• 26:43
  when
• 26:44
  we'll
• 26:44
  really
• 26:44
  tell
• 26:44
  the
• 26:44
  difference.
• 26:45
  What
• 26:45
  it
• 26:45
  has
• 26:45
  done
• 26:45
  though,
• 26:45
  it
• 26:46
  just
• 26:46
  creates
• 26:46
  like
• 26:46
  a
• 26:47
  foolproof
• 26:47
  process.
• 26:48
  And
• 26:48
  I
• 26:49
  think
• 26:49
  that
• 26:49
  from
• 26:49
  the
• 26:49
  wedding
• 26:49
  planning
• 26:50
  point
• 26:50
  of
• 26:50
  view,
• 26:50
  it's
• 26:50
  just
• 26:51
  going
• 26:51
  to
• 26:51
  save
• 26:51
  them
• 26:51
  so
• 26:51
  much
• 26:51
  time.
• 26:51
  And
• 26:52
  they
• 26:52
  worked
• 26:53
  so
• 26:53
  hard
• 26:53
  with
• 26:53
  you,
• 26:53
  didn't
• 26:53
  they,
• 26:53
  to
• 26:54
  add
• 26:54
  in
• 26:54
  all
• 26:54
  these
• 26:54
  different
• 26:54
  steps
• 26:55
  that's
• 26:55
  going
• 26:55
  to
• 26:55
  make,
• 26:56
  and
• 26:56
  also
• 26:56
  make
• 26:56
  the
• 26:57
  couple's
• 26:57
  journey
• 26:57
  better.
• 26:58
  And
• 26:58
  we're
• 26:59
  really
• 26:59
  looking
• 26:59
  forward
• 26:59
  to
• 26:59
  the
• 26:59
  fact
• 26:59
  that
• 26:59
  couples
• 27:00
  can
• 27:00
  also
• 27:00
  log
• 27:00
  on
• 27:00
  on
• 27:01
  the
• 27:01
  back
• 27:01
  end
• 27:01
  of
• 27:01
  the
• 27:01
  system
• 27:02
  and
• 27:02
  they
• 27:02
  can
• 27:03
  add
• 27:03
  information,
• 27:04
  be
• 27:04
  it
• 27:04
  around
• 27:04
  food
• 27:05
  choices
• 27:05
  and
• 27:06
  the
• 27:06
  menus.
• 27:07
  So,
• 27:07
  yeah,
• 27:08
  no,
• 27:08
  it's
• 27:09
  great,
• 27:09
  it's
• 27:09
  exciting,
• 27:09
  but
• 27:10
  it's
• 27:10
  definitely,
• 27:10
  you
• 27:11
  know,
• 27:11
  you're
• 27:11
  not
• 27:11
  going
• 27:11
  to
• 27:11
  implement
• 27:11
  that
• 27:12
  system
• 27:12
  and
• 27:12
  then
• 27:12
  once
• 27:12
  it's
• 27:13
  done,
• 27:13
  it's
• 27:13
  live
• 27:13
  and
• 27:13
  you're
• 27:13
  ready
• 27:14
  to
• 27:14
  go,
• 27:14
  it's
• 27:14
  going
• 27:14
  to
• 27:14
  take
• 27:14
  time
• 27:14
  to
• 27:15
  trickle
• 27:15
  in.
• 27:15
  So
• 27:16
  yeah,
• 27:16
  we're
• 27:17
  still
• 27:17
  working
• 27:18
  progress
• 27:18
  on
• 27:18
  that
• 27:18
  side
• 27:19
  and
• 27:19
  I
• 27:19
  think
• 27:19
  it'll
• 27:19
  be
• 27:19
  another
• 27:19
  few
• 27:20
  months
• 27:20
  and
• 27:20
  then
• 27:20
  it's,
• 27:20
  then
• 27:20
  it'll
• 27:21
  be
• 27:21
  done.
• 27:21
  But
• 27:21
  it's
• 27:21
  so
• 27:22
  far
• 27:22
  it's
• 27:22
  yeah.
• 27:23
  So
• 27:23
  good.
• 27:23
  And
• 27:24
  I
• 27:24
  think
• 27:24
  as
• 27:24
  well,
• 27:24
  when
• 27:25
  we
• 27:25
  work
• 27:25
  with
• 27:25
  the
• 27:25
  team,
• 27:26
  really
• 27:26
  it's
• 27:26
  only
• 27:27
  bookings
• 27:27
  that
• 27:27
  are
• 27:27
  coming
• 27:27
  in
• 27:28
  now
• 27:28
  since
• 27:28
  we
• 27:29
  set
• 27:29
  it
• 27:29
  up
• 27:29
  and
• 27:29
  also
• 27:29
  then
• 27:30
  from
• 27:30
  January
• 27:30
  26,
• 27:31
  so
• 27:31
  they
• 27:31
  do
• 27:31
  still
• 27:32
  have
• 27:32
  some
• 27:32
  weddings
• 27:33
  that
• 27:33
  they're
• 27:33
  doing
• 27:33
  manually.
• 27:34
  And
• 27:34
  I
• 27:34
  can
• 27:34
  imagine,
• 27:35
  because
• 27:35
  I
• 27:35
  have
• 27:35
  got
• 27:35
  to
• 27:35
  know
• 27:35
  the
• 27:36
  team
• 27:36
  a
• 27:36
  little
• 27:36
  bit,
• 27:36
  that
• 27:37
  some
• 27:37
  of
• 27:37
  those
• 27:37
  processes
• 27:37
  are
• 27:38
  probably,
• 27:38
  they're
• 27:38
  thinking,
• 27:38
  oh,
• 27:39
  it's
• 27:39
  annoying
• 27:39
  now
• 27:39
  because
• 27:39
  I'm
• 27:40
  having
• 27:40
  to
• 27:40
  do
• 27:40
  this
• 27:40
  all
• 27:41
  myself.
• 27:41
  Whereas
• 27:42
  they're
• 27:42
  used
• 27:42
  to
• 27:42
  the
• 27:43
  other
• 27:43
  ones,
• 27:43
  some
• 27:43
  of
• 27:43
  it's
• 27:43
  going
• 27:44
  to
• 27:44
  be
• 27:44
  going
• 27:45
  automatically.
• 27:45
  But
• 27:46
  what's
• 27:46
  been
• 27:46
  amazing
• 27:47
  is
• 27:47
  the
• 27:47
  way
• 27:47
  that
• 27:47
  they've
• 27:48
  taken
• 27:48
  the
• 27:49
  system
• 27:49
  and
• 27:49
  then
• 27:50
  improved
• 27:50
  their
• 27:50
  own
• 27:51
  processes
• 27:52
  because
• 27:52
  they
• 27:52
  have
• 27:52
  the
• 27:53
  system.
• 27:53
  So
• 27:54
  talking
• 27:54
  about
• 27:54
  customer
• 27:55
  experience,
• 27:55
  when
• 27:56
  I
• 27:56
  worked
• 27:56
  with
• 27:56
  them
• 27:56
  and
• 27:57
  looked
• 27:57
  at,
• 27:57
  okay,
• 27:58
  once
• 27:58
  you
• 27:58
  get
• 27:58
  handed
• 27:58
  a
• 27:59
  booking,
• 27:59
  what
• 27:59
  is
• 28:00
  the
• 28:00
  process
• 28:00
  between
• 28:01
  that
• 28:01
  client
• 28:01
  booking
• 28:02
  and
• 28:02
  the
• 28:02
  wedding
• 28:02
  day?
• 28:02
  And
• 28:03
  for
• 28:03
  a
• 28:03
  lot
• 28:03
  of
• 28:03
  venues
• 28:03
  that
• 28:04
  may
• 28:04
  be
• 28:04
  one
• 28:04
  meeting
• 28:04
  or
• 28:05
  one
• 28:05
  email
• 28:06
  in
• 28:06
  a
• 28:06
  two
• 28:06
  year
• 28:06
  period,
• 28:07
  whereas
• 28:07
  your
• 28:08
  girl
• 28:08
  said,
• 28:08
  no,
• 28:08
  I
• 28:08
  want
• 28:08
  to
• 28:09
  make
• 28:09
  sure
• 28:09
  our
• 28:09
  couples
• 28:09
  are
• 28:10
  hearing
• 28:10
  from
• 28:10
  us
• 28:11
  pretty
• 28:11
  much
• 28:11
  every
• 28:12
  month
• 28:12
  until
• 28:13
  their
• 28:13
  wedding
• 28:13
  day.
• 28:14
  Not
• 28:14
  to
• 28:14
  annoy
• 28:14
  them,
• 28:14
  not
• 28:14
  to
• 28:15
  sell
• 28:15
  to
• 28:15
  them,
• 28:15
  but
• 28:15
  to
• 28:15
  give
• 28:16
  them
• 28:16
  helpful,
• 28:16
  tangible
• 28:17
  advice
• 28:17
  to
• 28:18
  sort
• 28:18
  of
• 28:18
  help
• 28:19
  them
• 28:19
  plan
• 28:19
  different
• 28:20
  elements
• 28:20
  of
• 28:20
  their
• 28:20
  wedding
• 28:21
  along
• 28:21
  the
• 28:21
  way.
• 28:22
  So
• 28:22
  it
• 28:22
  doesn't
• 28:22
  all
• 28:22
  come
• 28:23
  in
• 28:23
  a
• 28:23
  final
• 28:23
  planning
• 28:23
  meeting
• 28:24
  and
• 28:24
  so
• 28:25
  they
• 28:25
  can
• 28:25
  look
• 28:25
  at
• 28:25
  ways
• 28:25
  that
• 28:26
  they
• 28:26
  can
• 28:26
  upsell
• 28:26
  and
• 28:27
  add
• 28:27
  other
• 28:27
  things
• 28:27
  along
• 28:28
  the
• 28:28
  journey.
• 28:28
  And
• 28:28
  they
• 28:29
  came
• 28:29
  back
• 28:29
  to
• 28:29
  me
• 28:29
  with
• 28:29
  this
• 28:30
  huge
• 28:30
  list
• 28:31
  which
• 28:31
  if
• 28:31
  you
• 28:31
  were
• 28:32
  to
• 28:32
  do
• 28:32
  everything
• 28:32
  manually
• 28:33
  would
• 28:33
  be
• 28:33
  an
• 28:34
  impossible
• 28:34
  thing
• 28:34
  to
• 28:34
  do.
• 28:35
  So
• 28:35
  things
• 28:35
  like
• 28:35
  every
• 28:36
  first
• 28:36
  year
• 28:37
  wedding
• 28:37
  anniversary,
• 28:37
  after
• 28:38
  a
• 28:38
  couple
• 28:38
  gets
• 28:38
  married
• 28:38
  at
• 28:38
  Mulberry
• 28:39
  House
• 28:39
  they'll
• 28:39
  get
• 28:39
  an
• 28:39
  email
• 28:40
  on
• 28:40
  their
• 28:40
  wedding
• 28:40
  anniversary
• 28:41
  wishing
• 28:42
  them
• 28:42
  happy
• 28:42
  one
• 28:42
  year
• 28:42
  anniversary
• 28:43
  which
• 28:43
  is
• 28:43
  a
• 28:43
  lovely
• 28:43
  thing
• 28:43
  to
• 28:44
  do.
• 28:44
  But
• 28:44
  if
• 28:44
  you're
• 28:45
  trying
• 28:45
  to
• 28:45
  do
• 28:45
  that
• 28:45
  times
• 28:45
  150
• 28:46
  and
• 28:46
  remember
• 28:47
  it
• 28:47
  all,
• 28:47
  it's.
• 28:48
  Quite
• 28:48
  a
• 28:48
  job
• 28:48
  in
• 28:48
  itself,
• 28:48
  isn't
• 28:49
  it?
• 28:49
  Yeah.
• 28:49
  As
• 28:50
  the
• 28:50
  system's
• 28:50
  now
• 28:51
  doing
• 28:51
  it
• 28:51
  for
• 28:51
  you
• 28:51
  so
• 28:52
  I
• 28:52
  do
• 28:52
  think
• 28:52
  it's,
• 28:53
  it's
• 28:53
  definitely
• 28:54
  alleviated
• 28:55
  a
• 28:55
  lot
• 28:55
  of
• 28:55
  their
• 28:55
  time
• 28:55
  and
• 28:56
  I
• 28:56
  think
• 28:57
  it
• 28:57
  means
• 28:57
  they
• 28:57
  can
• 28:58
  now
• 28:58
  add
• 28:58
  in
• 28:58
  extra
• 28:59
  elements
• 28:59
  they
• 28:59
  didn't
• 29:00
  have
• 29:00
  before.
• 29:01
  From
• 29:01
  your
• 29:01
  point
• 29:01
  of
• 29:01
  view
• 29:02
  as
• 29:02
  a
• 29:02
  manager,
• 29:03
  what
• 29:03
  has
• 29:03
  it
• 29:03
  meant
• 29:03
  for
• 29:04
  you?
• 29:04
  Because
• 29:04
  you
• 29:05
  now
• 29:05
  can
• 29:05
  see
• 29:06
  a
• 29:06
  lot
• 29:07
  more
• 29:07
  data
• 29:07
  than
• 29:08
  you
• 29:08
  could
• 29:08
  before
• 29:09
  and
• 29:09
  I
• 29:09
  guess
• 29:09
  that's
• 29:09
  only
• 29:10
  going
• 29:10
  to
• 29:10
  increase.
• 29:11
  Yeah,
• 29:12
  for
• 29:12
  me
• 29:13
  to
• 29:13
  be
• 29:14
  able
• 29:14
  to
• 29:14
  see
• 29:14
  facts
• 29:14
  and
• 29:14
  figures
• 29:15
  and
• 29:15
  it
• 29:15
  might
• 29:15
  be
• 29:15
  boring,
• 29:16
  maybe
• 29:16
  I
• 29:16
  look
• 29:16
  at
• 29:16
  it
• 29:16
  a
• 29:17
  little
• 29:17
  bit
• 29:17
  too
• 29:17
  commercially
• 29:18
  but
• 29:18
  I
• 29:19
  know
• 29:19
  that
• 29:19
  we've
• 29:19
  set
• 29:19
  this
• 29:19
  up
• 29:20
  now
• 29:20
  and
• 29:20
  so
• 29:20
  the
• 29:20
  couples
• 29:21
  are
• 29:21
  going
• 29:21
  to
• 29:21
  benefit
• 29:21
  from
• 29:21
  this
• 29:22
  and
• 29:22
  the
• 29:22
  team
• 29:22
  are
• 29:23
  going
• 29:23
  to
• 29:23
  benefit
• 29:23
  from
• 29:23
  it.
• 29:23
  So
• 29:23
  for
• 29:24
  me
• 29:24
  now
• 29:24
  it's
• 29:24
  just
• 29:24
  great
• 29:24
  that
• 29:25
  I
• 29:25
  can
• 29:25
  sit
• 29:25
  with
• 29:25
  our
• 29:25
  accountant
• 29:26
  and
• 29:26
  you
• 29:26
  know,
• 29:26
  small
• 29:27
  businesses,
• 29:27
  cash
• 29:27
  flow
• 29:27
  forecasts
• 29:28
  are
• 29:28
  important
• 29:29
  and
• 29:29
  we're
• 29:29
  fortunate
• 29:29
  that
• 29:30
  we
• 29:30
  invest
• 29:30
  heavily
• 29:31
  in
• 29:31
  our
• 29:31
  properties.
• 29:31
  The
• 29:31
  next
• 29:32
  January
• 29:32
  we're
• 29:32
  going
• 29:32
  to
• 29:32
  do
• 29:32
  another
• 29:33
  £450,000
• 29:34
  in
• 29:34
  capex.
• 29:34
  But
• 29:35
  that
• 29:35
  cash
• 29:35
  flow
• 29:35
  has
• 29:36
  to
• 29:36
  be
• 29:36
  right.
• 29:36
  So
• 29:36
  now
• 29:36
  just
• 29:37
  looking
• 29:37
  at
• 29:37
  the
• 29:37
  cash
• 29:37
  flow
• 29:37
  forecast,
• 29:38
  you
• 29:38
  know,
• 29:38
  wedding
• 29:38
  businesses,
• 29:39
  deposits
• 29:39
  is
• 29:39
  a
• 29:39
  big
• 29:40
  thing
• 29:40
  in
• 29:40
  wedding
• 29:41
  and
• 29:41
  you
• 29:41
  can
• 29:41
  just
• 29:42
  see
• 29:42
  everything
• 29:42
  when
• 29:42
  it's
• 29:42
  coming
• 29:42
  in,
• 29:43
  how
• 29:43
  it's
• 29:43
  been
• 29:43
  paid,
• 29:43
  when
• 29:44
  it's
• 29:44
  been
• 29:44
  paid.
• 29:44
  That
• 29:44
  part's
• 29:45
  automated
• 29:45
  so
• 29:45
  the
• 29:45
  receipts
• 29:46
  are
• 29:46
  sent
• 29:46
  through
• 29:47
  and
• 29:47
  that's
• 29:48
  amazing.
• 29:48
  And
• 29:48
  then
• 29:48
  just
• 29:48
  looking
• 29:49
  at
• 29:49
  in
• 29:49
  terms
• 29:49
  of
• 29:49
  how
• 29:50
  the
• 29:50
  inquiries
• 29:50
  are
• 29:50
  coming
• 29:50
  in,
• 29:51
  how
• 29:51
  that's
• 29:51
  converting,
• 29:52
  who
• 29:52
  is
• 29:52
  coming
• 29:53
  from.
• 29:53
  So
• 29:54
  for
• 29:54
  me,
• 29:55
  to
• 29:56
  begin
• 29:56
  with
• 29:56
  every
• 29:56
  day
• 29:56
  I
• 29:56
  was
• 29:56
  logging
• 29:57
  on,
• 29:57
  looking
• 29:57
  at
• 29:57
  my
• 29:57
  inquiries,
• 29:58
  who's
• 29:58
  come
• 29:58
  in,
• 29:58
  just
• 29:59
  looking
• 29:59
  at
• 29:59
  each
• 29:59
  one
• 29:59
  and
• 29:59
  where
• 29:59
  they
• 30:00
  are
• 30:00
  in
• 30:00
  that
• 30:00
  sales
• 30:00
  funnel.
• 30:01
  Whereas
• 30:01
  now
• 30:01
  it's
• 30:01
  a
• 30:01
  little
• 30:01
  bit,
• 30:01
  okay,
• 30:02
  you
• 30:02
  get
• 30:02
  used
• 30:02
  to
• 30:02
  it
• 30:02
  and
• 30:03
  you
• 30:03
  tend
• 30:03
  just
• 30:03
  to
• 30:04
  look
• 30:04
  at
• 30:04
  more
• 30:04
  of
• 30:04
  the
• 30:04
  report
• 30:05
  section
• 30:06
  but
• 30:06
  it's
• 30:06
  about,
• 30:06
  I
• 30:07
  suppose
• 30:07
  it's
• 30:07
  more
• 30:07
  of
• 30:07
  a
• 30:07
  control
• 30:08
  thing,
• 30:08
  isn't
• 30:08
  it?
• 30:08
  You
• 30:08
  know,
• 30:08
  it's
• 30:09
  now
• 30:09
  being
• 30:09
  controlled
• 30:10
  and
• 30:10
  that's
• 30:11
  really
• 30:11
  quite
• 30:12
  comforting
• 30:12
  to
• 30:12
  be
• 30:12
  honest.
• 30:13
  Also,
• 30:13
  it
• 30:13
  means
• 30:14
  that
• 30:14
  now,
• 30:14
  if
• 30:14
  there's
• 30:14
  an
• 30:15
  issue
• 30:15
  or
• 30:15
  a
• 30:15
  blip
• 30:16
  or
• 30:16
  you
• 30:16
  think
• 30:16
  things
• 30:16
  are
• 30:17
  down
• 30:17
  this
• 30:17
  month,
• 30:17
  it
• 30:17
  gives
• 30:18
  you
• 30:18
  a
• 30:18
  tangible
• 30:18
  place
• 30:18
  to
• 30:19
  go
• 30:19
  and
• 30:19
  look
• 30:20
  at
• 30:20
  what's
• 30:20
  going
• 30:20
  on.
• 30:21
  So
• 30:21
  you
• 30:21
  can
• 30:21
  see
• 30:21
  how
• 30:21
  many
• 30:22
  show
• 30:22
  rounds
• 30:23
  the
• 30:23
  team
• 30:23
  have
• 30:23
  done.
• 30:24
  You
• 30:24
  can
• 30:24
  see
• 30:24
  how
• 30:24
  many
• 30:25
  you
• 30:25
  know
• 30:25
  have
• 30:26
  been
• 30:26
  booked
• 30:26
  or
• 30:26
  no
• 30:27
  shows.
• 30:27
  You
• 30:27
  can
• 30:27
  see
• 30:28
  how
• 30:28
  many
• 30:28
  inquiries
• 30:29
  have
• 30:29
  come
• 30:29
  and
• 30:29
  the
• 30:29
  percentages
• 30:30
  of
• 30:30
  conversions
• 30:31
  from
• 30:31
  those
• 30:31
  inquiries.
• 30:31
  So
• 30:32
  at
• 30:32
  least
• 30:32
  it
• 30:32
  gives
• 30:32
  you
• 30:32
  tangible
• 30:33
  data
• 30:33
  to
• 30:33
  go
• 30:33
  in
• 30:33
  and
• 30:33
  look.
• 30:34
  And
• 30:34
  like
• 30:34
  you
• 30:34
  said,
• 30:34
  when
• 30:34
  you're
• 30:35
  making
• 30:35
  marketing
• 30:35
  decisions
• 30:36
  for
• 30:37
  next
• 30:37
  year
• 30:37
  or
• 30:38
  the
• 30:38
  year
• 30:38
  after,
• 30:38
  you
• 30:38
  can
• 30:38
  actually
• 30:39
  go
• 30:39
  in
• 30:39
  and
• 30:39
  filter
• 30:39
  and
• 30:40
  see.
• 30:40
  Okay,
• 30:41
  well,
• 30:41
  we've
• 30:41
  had
• 30:41
  this
• 30:41
  many
• 30:41
  inquiries
• 30:42
  from
• 30:42
  this
• 30:43
  place.
• 30:43
  How
• 30:44
  many
• 30:44
  bookings
• 30:44
  have
• 30:44
  we
• 30:45
  had
• 30:45
  from
• 30:45
  this
• 30:45
  place?
• 30:45
  And
• 30:45
  I,
• 30:46
  I
• 30:46
  guess
• 30:46
  the
• 30:47
  more
• 30:47
  data
• 30:47
  that
• 30:47
  goes
• 30:48
  into
• 30:48
  the
• 30:48
  system
• 30:48
  and
• 30:48
  the
• 30:49
  more
• 30:49
  time
• 30:49
  people
• 30:50
  are
• 30:50
  using
• 30:50
  it,
• 30:51
  the
• 30:51
  more
• 30:51
  you're
• 30:51
  going
• 30:51
  to
• 30:51
  be
• 30:51
  able
• 30:51
  to
• 30:52
  use
• 30:52
  that
• 30:52
  data
• 30:52
  to
• 30:52
  your
• 30:53
  advantage.
• 30:53
  And
• 30:53
  yes,
• 30:54
  it
• 30:54
  does
• 30:54
  sound
• 30:54
  boring,
• 30:55
  but
• 30:55
  actually,
• 30:56
  I
• 30:56
  do
• 30:56
  think
• 30:56
  the
• 30:56
  most
• 30:56
  successful
• 30:57
  business
• 30:57
  owners
• 30:58
  are
• 30:58
  the
• 30:58
  ones
• 30:58
  that
• 30:58
  pay
• 30:58
  attention
• 30:59
  to
• 30:59
  the
• 30:59
  numbers
• 30:59
  and
• 31:00
  the
• 31:00
  data
• 31:00
  rather
• 31:01
  than
• 31:01
  the
• 31:01
  feelings.
• 31:01
  Like
• 31:02
  I
• 31:02
  said,
• 31:03
  if
• 31:03
  you're
• 31:03
  not
• 31:03
  making.
• 31:03
  A
• 31:04
  proper
• 31:04
  informed
• 31:04
  decision,
• 31:05
  then
• 31:05
  you
• 31:05
  know
• 31:06
  it's
• 31:06
  not
• 31:06
  going
• 31:06
  to
• 31:06
  work,
• 31:06
  in
• 31:07
  my
• 31:07
  opinion.
• 31:07
  So
• 31:07
  we
• 31:08
  were
• 31:08
  doing
• 31:08
  a
• 31:08
  lot
• 31:08
  of
• 31:08
  this
• 31:08
  stuff
• 31:09
  before,
• 31:09
  but
• 31:10
  we're
• 31:10
  doing
• 31:10
  it
• 31:10
  manually,
• 31:11
  so
• 31:11
  it
• 31:11
  wasn't
• 31:11
  always
• 31:11
  100%
• 31:12
  right.
• 31:12
  You
• 31:12
  know,
• 31:13
  we
• 31:13
  weren't,
• 31:13
  we
• 31:13
  weren't
• 31:14
  a
• 31:14
  million
• 31:14
  miles
• 31:14
  away.
• 31:14
  But
• 31:15
  now
• 31:15
  the
• 31:15
  fit,
• 31:15
  that
• 31:16
  information
• 31:16
  is
• 31:16
  ready,
• 31:17
  click
• 31:17
  your
• 31:17
  fingers,
• 31:17
  it's
• 31:18
  there.
• 31:18
  So,
• 31:18
  you
• 31:19
  know,
• 31:19
  I
• 31:19
  felt
• 31:19
  as
• 31:19
  a
• 31:19
  business,
• 31:20
  we,
• 31:20
  we
• 31:20
  still
• 31:21
  had
• 31:21
  controls
• 31:22
  in
• 31:22
  place,
• 31:23
  but
• 31:23
  now
• 31:23
  this
• 31:23
  is
• 31:24
  just
• 31:24
  foolproof
• 31:25
  and
• 31:25
  it's
• 31:25
  so
• 31:25
  much
• 31:25
  quicker.
• 31:26
  Yeah.
• 31:26
  And
• 31:27
  I
• 31:27
  think
• 31:27
  the
• 31:27
  other
• 31:27
  thing
• 31:27
  I
• 31:27
  was
• 31:27
  talking
• 31:28
  to
• 31:28
  a
• 31:28
  venue
• 31:28
  about
• 31:28
  this
• 31:28
  the
• 31:29
  other
• 31:29
  day
• 31:29
  is
• 31:30
  that
• 31:30
  you
• 31:30
  can,
• 31:31
  at
• 31:31
  least
• 31:31
  with
• 31:31
  the
• 31:31
  contact
• 31:32
  guarantee,
• 31:33
  every
• 31:33
  couple's
• 31:33
  going
• 31:33
  to
• 31:33
  have
• 31:34
  the
• 31:34
  same
• 31:34
  experience.
• 31:35
  Because
• 31:35
  what
• 31:35
  they
• 31:35
  were
• 31:35
  saying
• 31:36
  is,
• 31:36
  like
• 31:36
  some
• 31:36
  couples,
• 31:37
  when
• 31:37
  they
• 31:37
  were
• 31:37
  quieter,
• 31:38
  they
• 31:38
  were
• 31:38
  making
• 31:38
  sure
• 31:39
  they
• 31:39
  touched
• 31:39
  base
• 31:39
  with
• 31:39
  them
• 31:40
  a
• 31:40
  lot
• 31:40
  and
• 31:40
  they
• 31:40
  were
• 31:40
  wishing
• 31:40
  them
• 31:41
  good
• 31:41
  luck
• 31:41
  on
• 31:41
  their
• 31:41
  wedding
• 31:42
  day.
• 31:42
  And
• 31:42
  then
• 31:42
  other
• 31:42
  couples
• 31:43
  that
• 31:43
  were
• 31:43
  in
• 31:43
  the
• 31:43
  middle
• 31:44
  of
• 31:44
  a
• 31:44
  really
• 31:44
  busy
• 31:45
  season
• 31:45
  were
• 31:45
  kind
• 31:45
  of
• 31:45
  slipping
• 31:46
  through
• 31:46
  the
• 31:46
  net.
• 31:47
  And
• 31:47
  so
• 31:47
  although
• 31:48
  in
• 31:48
  a
• 31:49
  little
• 31:49
  bit
• 31:49
  you
• 31:49
  lose
• 31:49
  the
• 31:49
  personal
• 31:50
  touch
• 31:50
  because
• 31:50
  the
• 31:51
  emails
• 31:51
  are
• 31:51
  automated,
• 31:52
  the
• 31:52
  couple
• 31:52
  doesn't
• 31:53
  necessarily
• 31:53
  know
• 31:53
  because
• 31:53
  they're
• 31:54
  written
• 31:54
  in
• 31:54
  a
• 31:54
  way
• 31:54
  that
• 31:54
  feels
• 31:55
  personalized.
• 31:56
  At
• 31:56
  least
• 31:56
  you
• 31:56
  know,
• 31:57
  everyone's
• 31:57
  getting
• 31:57
  the
• 31:57
  same
• 31:58
  experience.
• 31:58
  So
• 31:58
  at
• 31:58
  three
• 31:59
  months
• 31:59
  before
• 31:59
  the
• 31:59
  wedding,
• 32:00
  they're
• 32:00
  all
• 32:00
  getting
• 32:00
  the
• 32:01
  same
• 32:01
  email.
• 32:01
  One
• 32:02
  month
• 32:02
  before
• 32:02
  the
• 32:02
  wedding,
• 32:03
  they're
• 32:03
  all
• 32:03
  getting
• 32:03
  the
• 32:03
  same
• 32:03
  email.
• 32:04
  The
• 32:04
  day
• 32:04
  before
• 32:04
  the
• 32:04
  wedding,
• 32:05
  the
• 32:05
  day
• 32:05
  of
• 32:05
  the
• 32:05
  wedding,
• 32:06
  the
• 32:06
  day
• 32:06
  after
• 32:06
  the
• 32:06
  wedding,
• 32:07
  they're
• 32:07
  all
• 32:07
  Having
• 32:07
  the
• 32:07
  same
• 32:08
  experience
• 32:08
  regardless
• 32:09
  of
• 32:09
  how
• 32:09
  busy
• 32:09
  your
• 32:09
  team
• 32:10
  are.
• 32:11
  Yeah,
• 32:11
  100%.
• 32:12
  But
• 32:12
  also
• 32:12
  there's
• 32:12
  a
• 32:12
  lot
• 32:13
  of
• 32:13
  another
• 32:13
  side.
• 32:13
  There's
• 32:13
  a
• 32:13
  lot
• 32:14
  of
• 32:14
  directories
• 32:14
  out
• 32:14
  there
• 32:14
  that
• 32:15
  sometimes,
• 32:15
  you
• 32:15
  know,
• 32:15
  you
• 32:16
  can
• 32:16
  get
• 32:16
  a
• 32:16
  vast
• 32:17
  amount
• 32:17
  of
• 32:17
  inquiries
• 32:18
  and
• 32:18
  nothing
• 32:18
  really
• 32:19
  materializes.
• 32:20
  Well,
• 32:20
  now
• 32:20
  you
• 32:21
  don't
• 32:21
  have
• 32:21
  to
• 32:21
  worry
• 32:21
  about
• 32:21
  that
• 32:21
  because
• 32:21
  I've
• 32:22
  been
• 32:22
  ghosted.
• 32:22
  I've
• 32:22
  been
• 32:22
  ghosted.
• 32:23
  When
• 32:23
  you're
• 32:23
  manually
• 32:23
  replying
• 32:24
  to
• 32:24
  every
• 32:24
  inquiry
• 32:25
  and
• 32:25
  then
• 32:26
  you
• 32:26
  don't
• 32:26
  hear
• 32:26
  back
• 32:26
  from
• 32:27
  X
• 32:28
  amount
• 32:28
  of
• 32:28
  them,
• 32:28
  it's
• 32:28
  quite
• 32:29
  demoralizing.
• 32:29
  Whereas
• 32:30
  now
• 32:30
  the
• 32:30
  system
• 32:30
  does
• 32:30
  that
• 32:31
  follow
• 32:31
  up
• 32:31
  and
• 32:32
  the
• 32:32
  team
• 32:33
  aren't
• 32:33
  wasting
• 32:33
  time
• 32:33
  on
• 32:34
  all
• 32:34
  these
• 32:34
  emails
• 32:34
  where
• 32:35
  the
• 32:35
  reality
• 32:35
  is,
• 32:35
  if
• 32:35
  you're
• 32:35
  going
• 32:35
  to
• 32:36
  receive.
• 32:36
  I'm
• 32:36
  making
• 32:36
  up
• 32:37
  the
• 32:37
  numbers
• 32:37
  now,
• 32:37
  but
• 32:37
  say
• 32:37
  you
• 32:37
  receive
• 32:38
  80
• 32:38
  or
• 32:38
  90
• 32:39
  inquiries
• 32:39
  a
• 32:39
  month
• 32:40
  and
• 32:40
  the
• 32:40
  reality
• 32:41
  is
• 32:41
  only
• 32:41
  10
• 32:41
  of
• 32:41
  those
• 32:41
  couples
• 32:42
  come
• 32:42
  back
• 32:42
  to
• 32:42
  you,
• 32:43
  but
• 32:43
  then
• 32:44
  you're
• 32:44
  not
• 32:44
  manually
• 32:44
  chasing
• 32:44
  that
• 32:45
  up
• 32:45
  the
• 32:45
  system
• 32:45
  does
• 32:45
  it.
• 32:46
  That's
• 32:46
  amazing
• 32:47
  because
• 32:47
  you're
• 32:47
  not
• 32:47
  wasting
• 32:47
  your
• 32:48
  time
• 32:48
  on,
• 32:48
  which
• 32:49
  I'm
• 32:49
  not
• 32:49
  saying
• 32:49
  they're
• 32:50
  not
• 32:50
  really
• 32:50
  inquiries,
• 32:50
  far
• 32:51
  from
• 32:51
  it.
• 32:51
  But
• 32:51
  my
• 32:51
  point
• 32:51
  is
• 32:51
  they're
• 32:52
  not
• 32:52
  necessarily
• 32:52
  always
• 32:52
  going
• 32:52
  to
• 32:53
  come
• 32:53
  back
• 32:53
  to
• 32:53
  you.
• 32:53
  They're
• 32:53
  just
• 32:53
  ticking
• 32:54
  boxes
• 32:54
  and
• 32:54
  multiple
• 32:54
  venues
• 32:55
  when
• 32:55
  they're
• 32:55
  at
• 32:55
  that
• 32:55
  stage
• 32:55
  on
• 32:56
  that,
• 32:56
  on
• 32:56
  that
• 32:56
  booking
• 32:57
  platform.
• 32:58
  And
• 32:58
  then
• 32:58
  you
• 32:58
  haven't
• 32:59
  respond
• 32:59
  to
• 32:59
  loads
• 32:59
  of
• 32:59
  emails.
• 33:00
  Yeah,
• 33:00
  and
• 33:00
  it
• 33:00
  basically
• 33:01
  is
• 33:01
  just
• 33:01
  adding
• 33:01
  as
• 33:01
  another
• 33:02
  sieve,
• 33:02
  isn't
• 33:02
  it?
• 33:02
  It's
• 33:02
  a
• 33:03
  filter
• 33:03
  system
• 33:03
  so
• 33:04
  that,
• 33:04
  yes,
• 33:04
  they've
• 33:04
  done
• 33:04
  an
• 33:04
  inquiry,
• 33:05
  then
• 33:05
  the
• 33:05
  system's
• 33:06
  going
• 33:06
  to
• 33:06
  email
• 33:06
  them
• 33:06
  until
• 33:07
  the
• 33:07
  point
• 33:07
  where
• 33:07
  they
• 33:07
  sift
• 33:08
  through
• 33:08
  that
• 33:08
  and
• 33:08
  if
• 33:08
  they're
• 33:09
  actually
• 33:09
  serious,
• 33:10
  they'll
• 33:10
  start
• 33:10
  talking
• 33:10
  to
• 33:11
  a
• 33:11
  human
• 33:11
  rather
• 33:11
  than
• 33:12
  having
• 33:12
  to
• 33:12
  have
• 33:13
  the
• 33:13
  automated
• 33:13
  emails.
• 33:14
  100%.
• 33:15
  Okay,
• 33:15
  so
• 33:17
  you've
• 33:17
  seen
• 33:17
  a
• 33:18
  lot
• 33:18
  in
• 33:18
  Mulberry
• 33:19
  House.
• 33:19
  You've
• 33:19
  seen
• 33:20
  the
• 33:20
  changes
• 33:20
  over
• 33:21
  the
• 33:21
  last
• 33:21
  five
• 33:21
  years.
• 33:22
  You
• 33:22
  see
• 33:23
  the
• 33:23
  changes,
• 33:23
  the
• 33:24
  changes
• 33:24
  in
• 33:24
  the
• 33:24
  industry
• 33:25
  since
• 33:25
  you've
• 33:25
  worked
• 33:26
  in
• 33:26
  it
• 33:26
  from
• 33:26
  a
• 33:27
  very
• 33:27
  young
• 33:27
  age
• 33:28
  as
• 33:28
  well.
• 33:28
  So
• 33:28
  you've
• 33:29
  seen
• 33:29
  a
• 33:29
  lot.
• 33:29
  What
• 33:30
  do
• 33:30
  you
• 33:30
  think
• 33:31
  the
• 33:31
  future
• 33:31
  holds?
• 33:32
  What
• 33:32
  do
• 33:32
  you
• 33:32
  think
• 33:32
  is
• 33:32
  going
• 33:33
  to
• 33:33
  happen
• 33:33
  in
• 33:33
  the
• 33:33
  future
• 33:34
  and
• 33:34
  what
• 33:34
  do
• 33:34
  you
• 33:34
  think
• 33:35
  are
• 33:35
  some
• 33:35
  of
• 33:35
  the
• 33:35
  challenges
• 33:35
  venues
• 33:36
  are
• 33:36
  going
• 33:36
  to
• 33:36
  face
• 33:36
  over
• 33:37
  the
• 33:37
  next
• 33:37
  few
• 33:38
  years?
• 33:38
  Yeah,
• 33:39
  good
• 33:39
  question.
• 33:40
  I
• 33:40
  think,
• 33:42
  I
• 33:42
  think
• 33:43
  ultimately,
• 33:43
  I
• 33:43
  think
• 33:43
  wedding
• 33:44
  venues,
• 33:44
  you
• 33:45
  know,
• 33:45
  and
• 33:45
  we're,
• 33:45
  we're
• 33:46
  maybe
• 33:46
  only
• 33:47
  just
• 33:47
  starting
• 33:47
  this
• 33:48
  part
• 33:48
  of
• 33:48
  our
• 33:48
  journey.
• 33:48
  I
• 33:48
  think
• 33:48
  the
• 33:49
  sustainability
• 33:49
  thing
• 33:49
  is
• 33:50
  really,
• 33:50
  really
• 33:50
  important
• 33:51
  and
• 33:51
  I
• 33:51
  think
• 33:52
  if
• 33:52
  I
• 33:52
  was
• 33:52
  to
• 33:52
  stare
• 33:53
  at
• 33:53
  our
• 33:53
  Essex
• 33:54
  venue,
• 33:54
  should
• 33:54
  I
• 33:55
  say,
• 33:55
  is
• 33:55
  based
• 33:55
  in
• 33:55
  Essex
• 33:56
  and
• 33:56
  I
• 33:56
  think
• 33:56
  your
• 33:56
  average
• 33:57
  Essex
• 33:57
  couple
• 33:57
  is
• 33:57
  not
• 33:58
  as
• 33:58
  worried
• 33:59
  about
• 33:59
  sustainability,
• 33:59
  maybe
• 34:00
  as
• 34:00
  a
• 34:01
  couple,
• 34:01
  if
• 34:01
  you're
• 34:01
  maybe
• 34:02
  in
• 34:02
  central
• 34:02
  London
• 34:02
  or
• 34:03
  maybe
• 34:03
  if
• 34:03
  you're
• 34:03
  in
• 34:03
  the
• 34:03
  Cotswolds
• 34:04
  or,
• 34:04
  you
• 34:04
  know,
• 34:04
  more,
• 34:05
  you
• 34:05
  know,
• 34:05
  these
• 34:05
  sort
• 34:05
  of
• 34:06
  country
• 34:06
  parts
• 34:07
  of
• 34:07
  the
• 34:07
  country.
• 34:08
  But
• 34:08
  that
• 34:09
  is
• 34:09
  something
• 34:09
  we're
• 34:09
  really
• 34:09
  going
• 34:09
  to
• 34:10
  work
• 34:10
  on
• 34:10
  over
• 34:10
  the
• 34:10
  next
• 34:10
  five
• 34:11
  years.
• 34:11
  I
• 34:11
  think
• 34:11
  that
• 34:11
  consumer
• 34:12
  kind
• 34:12
  of
• 34:12
  buying
• 34:13
  habit
• 34:13
  for
• 34:13
  weddings
• 34:14
  will
• 34:14
  be
• 34:14
  important.
• 34:14
  Couples
• 34:15
  will
• 34:15
  want
• 34:15
  to
• 34:15
  know
• 34:15
  more
• 34:15
  about
• 34:15
  sustainability.
• 34:17
  We're
• 34:17
  seeing
• 34:17
  it
• 34:17
  already.
• 34:18
  A
• 34:18
  lot
• 34:18
  of
• 34:18
  our
• 34:18
  couples,
• 34:19
  it's
• 34:19
  funny
• 34:19
  what
• 34:19
  they're
• 34:19
  forfeiting
• 34:20
  in
• 34:20
  their
• 34:20
  budget
• 34:21
  because
• 34:21
  they
• 34:21
  want
• 34:22
  to,
• 34:22
  you
• 34:22
  know,
• 34:22
  it's
• 34:23
  all
• 34:23
  about
• 34:23
  experiences
• 34:23
  and
• 34:24
  hospitality.
• 34:24
  Has
• 34:24
  been
• 34:25
  for
• 34:25
  a
• 34:25
  long
• 34:25
  time.
• 34:25
  But
• 34:25
  I
• 34:25
  think
• 34:25
  it's
• 34:26
  interesting
• 34:26
  what
• 34:26
  couples
• 34:26
  are
• 34:27
  prepared
• 34:27
  to
• 34:27
  not
• 34:28
  have
• 34:28
  now
• 34:28
  in
• 34:29
  terms
• 34:29
  of.
• 34:29
  It
• 34:29
  could
• 34:30
  be
• 34:30
  venue
• 34:30
  styling,
• 34:30
  it
• 34:30
  could
• 34:31
  be
• 34:32
  less
• 34:32
  so.
• 34:32
  Food
• 34:33
  and
• 34:33
  beverage,
• 34:33
  I
• 34:33
  think
• 34:33
  that
• 34:34
  is
• 34:34
  more
• 34:34
  of
• 34:34
  an
• 34:34
  experience.
• 34:35
  But
• 34:35
  they
• 34:35
  definitely
• 34:36
  want
• 34:36
  to
• 34:36
  spend
• 34:36
  money
• 34:36
  in
• 34:37
  different
• 34:37
  ways
• 34:37
  and
• 34:37
  I
• 34:37
  think
• 34:37
  venues
• 34:38
  need
• 34:38
  to
• 34:38
  innovate
• 34:38
  that
• 34:39
  now.
• 34:40
  We're
• 34:40
  really
• 34:40
  working
• 34:41
  on
• 34:41
  our
• 34:41
  food
• 34:41
  and
• 34:41
  beverage
• 34:41
  offering
• 34:42
  going
• 34:43
  forward
• 34:43
  and
• 34:43
  how
• 34:43
  we
• 34:44
  can
• 34:44
  make
• 34:44
  the
• 34:44
  product
• 34:45
  reflect
• 34:45
  that
• 34:45
  because,
• 34:46
  again,
• 34:46
  it's
• 34:46
  all
• 34:46
  part
• 34:47
  of
• 34:47
  the
• 34:47
  experience.
• 34:49
  And,
• 34:49
  you
• 34:49
  know,
• 34:49
  everything
• 34:49
  has
• 34:50
  to
• 34:50
  be
• 34:50
  Instagrammable.
• 34:50
  It's
• 34:50
  been
• 34:51
  like
• 34:51
  that
• 34:51
  for
• 34:51
  a
• 34:51
  long
• 34:51
  time.
• 34:51
  We
• 34:51
  get
• 34:52
  that,
• 34:52
  but
• 34:52
  it's
• 34:52
  taking
• 34:52
  it
• 34:52
  to
• 34:53
  the
• 34:53
  next
• 34:53
  level.
• 34:54
  So
• 34:54
  that's
• 34:55
  something
• 34:55
  we're
• 34:55
  working
• 34:55
  on.
• 34:56
  Great.
• 34:56
  Food
• 34:56
  and
• 34:56
  drink
• 34:57
  is
• 34:57
  always
• 34:57
  been
• 34:58
  a
• 34:58
  thing
• 34:58
  for
• 34:58
  us,
• 34:58
  but
• 34:59
  the
• 34:59
  days
• 34:59
  of
• 35:00
  really
• 35:00
  poor
• 35:00
  banking
• 35:01
  event
• 35:01
  food
• 35:01
  is,
• 35:01
  you
• 35:02
  know,
• 35:02
  you
• 35:02
  just
• 35:02
  can't
• 35:02
  get
• 35:02
  away
• 35:02
  with
• 35:03
  anymore.
• 35:03
  Great,
• 35:03
  great
• 35:04
  cocktails,
• 35:04
  English
• 35:05
  sparkling
• 35:05
  wine,
• 35:05
  you
• 35:06
  know,
• 35:06
  working
• 35:06
  outside
• 35:06
  of
• 35:07
  it.
• 35:07
  So
• 35:07
  that's
• 35:07
  definitely
• 35:08
  something
• 35:08
  we're
• 35:08
  going
• 35:08
  to
• 35:08
  do.
• 35:08
  And
• 35:08
  I
• 35:09
  think
• 35:09
  AI
• 35:09
  is,
• 35:10
  you
• 35:10
  know,
• 35:10
  it's
• 35:10
  scary
• 35:11
  and
• 35:11
  it's.
• 35:11
  We
• 35:11
  were
• 35:12
  talking
• 35:12
  about
• 35:12
  this
• 35:12
  last
• 35:12
  week
• 35:12
  at
• 35:13
  an
• 35:13
  event,
• 35:13
  you
• 35:14
  know,
• 35:14
  and
• 35:14
  even
• 35:14
  the
• 35:14
  CRRM
• 35:15
  is
• 35:15
  our
• 35:16
  CRM.
• 35:16
  BrightBiz
• 35:16
  is
• 35:17
  going
• 35:17
  to
• 35:17
  have
• 35:17
  some
• 35:17
  AI
• 35:17
  functionality
• 35:18
  coming
• 35:18
  out
• 35:18
  soon.
• 35:19
  Chatting
• 35:19
  to
• 35:19
  EAM,
• 35:19
  he's
• 35:20
  one
• 35:20
  of
• 35:20
  the
• 35:20
  directors
• 35:21
  and
• 35:21
  that
• 35:22
  kind
• 35:22
  of
• 35:22
  blew
• 35:22
  my
• 35:22
  mind.
• 35:23
  So,
• 35:24
  yeah,
• 35:24
  it's.
• 35:25
  That's
• 35:25
  something
• 35:25
  I
• 35:25
  think
• 35:25
  all
• 35:26
  good
• 35:26
  venue
• 35:26
  operators
• 35:26
  need
• 35:27
  to
• 35:27
  keep
• 35:27
  an
• 35:27
  eye
• 35:27
  on
• 35:27
  and
• 35:27
  make
• 35:28
  sure
• 35:28
  they're
• 35:28
  out
• 35:28
  there
• 35:28
  and
• 35:29
  talking
• 35:29
  to
• 35:29
  the
• 35:30
  right
• 35:30
  people
• 35:30
  about
• 35:30
  that.
• 35:31
  We're
• 35:31
  about
• 35:31
  to.
• 35:31
  Next
• 35:32
  year
• 35:32
  was
• 35:32
  going
• 35:32
  to
• 35:32
  relaunch
• 35:32
  a
• 35:33
  whole
• 35:33
  new
• 35:33
  website
• 35:33
  and
• 35:33
  we're
• 35:33
  going
• 35:34
  to
• 35:34
  throw
• 35:34
  quite
• 35:34
  a
• 35:34
  lot
• 35:34
  of
• 35:34
  money
• 35:34
  at
• 35:35
  that.
• 35:35
  And
• 35:36
  I'm
• 35:36
  almost
• 35:36
  thinking
• 35:37
  now
• 35:37
  to
• 35:37
  put
• 35:37
  the
• 35:37
  brakes
• 35:37
  on
• 35:38
  because
• 35:38
  it's
• 35:38
  all
• 35:39
  about
• 35:39
  how
• 35:39
  AI
• 35:39
  is
• 35:40
  going
• 35:40
  to
• 35:40
  work
• 35:41
  for
• 35:41
  your
• 35:41
  business.
• 35:41
  So
• 35:42
  that's
• 35:42
  something
• 35:42
  I'm
• 35:43
  really
• 35:43
  keen
• 35:43
  to
• 35:43
  learn
• 35:44
  more
• 35:44
  about.
• 35:44
  And
• 35:44
  I
• 35:44
  think
• 35:44
  that's
• 35:45
  going,
• 35:45
  you
• 35:45
  know,
• 35:45
  about
• 35:46
  the
• 35:46
  next
• 35:46
  five
• 35:46
  years
• 35:46
  of
• 35:46
  wedding
• 35:47
  venues.
• 35:47
  But
• 35:47
  how
• 35:48
  are
• 35:48
  our
• 35:48
  couples
• 35:48
  going
• 35:48
  to
• 35:49
  be
• 35:49
  buying
• 35:49
  from
• 35:49
  us
• 35:49
  in
• 35:49
  five
• 35:50
  years?
• 35:50
  It's
• 35:51
  gonna
• 35:51
  be
• 35:51
  so
• 35:51
  different
• 35:51
  to
• 35:51
  how
• 35:52
  they
• 35:52
  buy
• 35:52
  now
• 35:52
  and
• 35:52
  then
• 35:53
  what
• 35:53
  their
• 35:53
  expectation
• 35:53
  is.
• 35:54
  You
• 35:54
  know,
• 35:54
  couples
• 35:54
  now,
• 35:55
  the
• 35:55
  younger
• 35:56
  generation,
• 35:56
  I
• 35:57
  don't
• 35:57
  like
• 35:57
  stereotyping
• 35:58
  everybody
• 35:58
  in
• 35:58
  terms
• 35:59
  of
• 35:59
  like
• 35:59
  Gen
• 35:59
  Z,
• 35:59
  millennial,
• 36:00
  whatever
• 36:00
  else,
• 36:00
  but
• 36:01
  you
• 36:01
  know,
• 36:02
  the
• 36:02
  people
• 36:02
  are
• 36:03
  a
• 36:03
  little
• 36:03
  bit
• 36:03
  more
• 36:03
  demanding
• 36:04
  couples
• 36:05
  potentially
• 36:05
  in
• 36:05
  terms
• 36:05
  of
• 36:06
  they
• 36:06
  want
• 36:06
  more
• 36:06
  contact,
• 36:07
  they,
• 36:07
  they
• 36:08
  have
• 36:08
  a
• 36:08
  lot
• 36:08
  more
• 36:08
  questions.
• 36:09
  And
• 36:10
  I
• 36:10
  think
• 36:10
  they
• 36:11
  can
• 36:11
  be
• 36:11
  a
• 36:11
  bit
• 36:12
  like
• 36:12
  that
• 36:12
  on
• 36:12
  the
• 36:12
  day
• 36:12
  as
• 36:13
  well.
• 36:13
  And
• 36:13
  if
• 36:14
  couples
• 36:14
  are
• 36:14
  choosing
• 36:14
  not
• 36:15
  to
• 36:15
  spend
• 36:15
  money
• 36:15
  on
• 36:15
  styling
• 36:16
  but
• 36:16
  want
• 36:16
  to
• 36:16
  spend
• 36:17
  that
• 36:17
  on
• 36:17
  experiences,
• 36:18
  then
• 36:18
  the,
• 36:18
  the
• 36:19
  team
• 36:19
  on
• 36:19
  the
• 36:19
  day
• 36:19
  end
• 36:20
  up
• 36:20
  having
• 36:20
  to
• 36:20
  maybe
• 36:20
  do
• 36:21
  more
• 36:21
  in
• 36:21
  terms
• 36:21
  of
• 36:21
  dr,
• 36:22
  how
• 36:22
  you
• 36:22
  set
• 36:22
  expectations
• 36:23
  of
• 36:23
  how
• 36:23
  that's
• 36:23
  done.
• 36:24
  So
• 36:24
  the
• 36:24
  team
• 36:25
  are
• 36:25
  definitely
• 36:25
  under
• 36:25
  more
• 36:26
  pressure
• 36:26
  than
• 36:26
  ever
• 36:26
  before
• 36:28
  in
• 36:28
  how
• 36:28
  they
• 36:28
  plan
• 36:29
  and
• 36:29
  execute
• 36:29
  the
• 36:30
  wedding.
• 36:30
  So
• 36:30
  I
• 36:30
  think
• 36:30
  that's
• 36:31
  something
• 36:31
  to
• 36:31
  really
• 36:31
  keep
• 36:31
  an
• 36:32
  eye
• 36:32
  on
• 36:32
  going
• 36:32
  forward.
• 36:33
  How
• 36:34
  we
• 36:34
  manage
• 36:34
  our
• 36:34
  bride
• 36:34
  and
• 36:34
  groom,
• 36:35
  how
• 36:35
  we
• 36:35
  exceed
• 36:35
  expectations,
• 36:36
  but
• 36:36
  how
• 36:36
  you
• 36:36
  manage
• 36:37
  that,
• 36:37
  because
• 36:37
  ultimately
• 36:37
  that's
• 36:37
  going
• 36:37
  to
• 36:38
  cost
• 36:38
  the
• 36:38
  business
• 36:38
  more
• 36:38
  money
• 36:38
  in
• 36:39
  terms
• 36:39
  of
• 36:39
  resource.
• 36:40
  So
• 36:40
  I
• 36:40
  think
• 36:40
  using
• 36:40
  technology
• 36:41
  will
• 36:42
  be
• 36:42
  a
• 36:42
  massive
• 36:42
  part
• 36:42
  in
• 36:42
  the
• 36:42
  planning
• 36:43
  and
• 36:43
  then
• 36:43
  how
• 36:43
  you
• 36:43
  execute
• 36:43
  on
• 36:44
  the
• 36:44
  day
• 36:45
  is
• 36:45
  important.
• 36:45
  And
• 36:45
  we're
• 36:46
  looking
• 36:46
  at
• 36:47
  sustainable
• 36:47
  options
• 36:48
  for
• 36:48
  the
• 36:48
  couples
• 36:49
  that
• 36:49
  don't
• 36:49
  want
• 36:49
  to
• 36:50
  spend
• 36:50
  a
• 36:50
  huge
• 36:50
  amount
• 36:50
  of
• 36:50
  money
• 36:51
  on
• 36:51
  venue
• 36:51
  styling.
• 36:52
  How
• 36:52
  we
• 36:52
  can
• 36:52
  do
• 36:53
  sustainable
• 36:53
  options
• 36:54
  that
• 36:54
  will
• 36:54
  mean
• 36:54
  maybe
• 36:55
  a
• 36:55
  supplier
• 36:55
  will
• 36:55
  come
• 36:55
  in
• 36:55
  and
• 36:56
  do
• 36:56
  the
• 36:56
  setup.
• 36:57
  And
• 36:57
  it's,
• 36:58
  it's
• 36:58
  kind
• 36:59
  of
• 36:59
  like
• 36:59
  the
• 36:59
  pre
• 36:59
  loved
• 37:00
  kind
• 37:00
  of
• 37:00
  element
• 37:00
  we
• 37:01
  want
• 37:01
  to
• 37:01
  use
• 37:01
  rather
• 37:01
  than
• 37:01
  just
• 37:02
  throw
• 37:02
  away.
• 37:03
  So
• 37:03
  yeah,
• 37:03
  I
• 37:03
  think
• 37:04
  that's
• 37:04
  going
• 37:04
  to
• 37:04
  be
• 37:04
  really
• 37:04
  important
• 37:04
  as
• 37:05
  well.
• 37:05
  Yeah,
• 37:05
  big
• 37:06
  things
• 37:06
  to
• 37:07
  face
• 37:07
  actually.
• 37:07
  And
• 37:07
  it's
• 37:08
  interesting
• 37:08
  because
• 37:08
  they're
• 37:08
  two
• 37:08
  opposite
• 37:09
  ends
• 37:09
  of
• 37:09
  the
• 37:09
  spectrum
• 37:10
  in
• 37:10
  many
• 37:10
  ways
• 37:10
  because
• 37:11
  in
• 37:11
  one
• 37:11
  hand
• 37:11
  we're
• 37:12
  trying
• 37:12
  to
• 37:12
  be
• 37:12
  more
• 37:12
  sustainable,
• 37:13
  on
• 37:13
  the
• 37:13
  other
• 37:13
  hand
• 37:13
  we're
• 37:13
  trying
• 37:13
  to
• 37:14
  work
• 37:14
  out
• 37:14
  how
• 37:14
  the
• 37:14
  robots
• 37:15
  are
• 37:15
  going
• 37:15
  to
• 37:15
  be
• 37:15
  taking
• 37:16
  over
• 37:16
  and
• 37:17
  changing
• 37:17
  things
• 37:17
  and
• 37:18
  actually
• 37:18
  trying
• 37:18
  to
• 37:19
  balance
• 37:19
  those
• 37:19
  two
• 37:20
  totally
• 37:20
  different
• 37:21
  things
• 37:21
  I
• 37:22
  think
• 37:22
  is
• 37:22
  going
• 37:22
  to
• 37:22
  be
• 37:22
  interesting.
• 37:23
  I
• 37:23
  don't
• 37:23
  know
• 37:23
  what
• 37:23
  the
• 37:23
  answers
• 37:24
  are
• 37:24
  going
• 37:24
  to
• 37:24
  be,
• 37:24
  particularly
• 37:25
  when
• 37:25
  it
• 37:25
  comes
• 37:26
  to
• 37:26
  the
• 37:26
  AI
• 37:26
  stuff.
• 37:27
  I've
• 37:27
  been
• 37:28
  myself
• 37:28
  looking
• 37:28
  into
• 37:29
  it.
• 37:29
  I
• 37:29
  had
• 37:29
  a
• 37:29
  conversation
• 37:30
  with
• 37:30
  another
• 37:30
  venue
• 37:30
  this
• 37:31
  week
• 37:31
  about
• 37:31
  whether
• 37:32
  or
• 37:32
  not
• 37:32
  I
• 37:32
  felt
• 37:32
  they
• 37:33
  needed
• 37:33
  an
• 37:33
  AI
• 37:33
  chat
• 37:34
  bot
• 37:34
  on
• 37:34
  their
• 37:34
  website
• 37:35
  or
• 37:35
  whether
• 37:36
  that
• 37:36
  was
• 37:36
  going
• 37:36
  to
• 37:36
  be
• 37:36
  outdated
• 37:37
  in
• 37:37
  a
• 37:37
  few
• 37:38
  months.
• 37:38
  And
• 37:38
  I
• 37:38
  was
• 37:38
  like,
• 37:39
  honestly,
• 37:39
  AI
• 37:40
  changes
• 37:40
  so
• 37:40
  quickly
• 37:41
  and
• 37:41
  so
• 37:41
  rapidly
• 37:42
  at
• 37:42
  the
• 37:42
  moment.
• 37:42
  No
• 37:43
  one
• 37:43
  knows
• 37:43
  what
• 37:43
  is
• 37:43
  going
• 37:43
  to
• 37:44
  be
• 37:44
  the
• 37:44
  thing
• 37:44
  in
• 37:44
  12
• 37:45
  months
• 37:45
  time
• 37:45
  yet.
• 37:46
  And
• 37:46
  I
• 37:46
  think
• 37:46
  ultimately
• 37:47
  though,
• 37:47
  with
• 37:47
  weddings
• 37:48
  still
• 37:48
  an
• 37:48
  experience
• 37:49
  where
• 37:49
  you
• 37:49
  want
• 37:49
  to
• 37:49
  talk
• 37:50
  to
• 37:50
  people,
• 37:50
  you
• 37:51
  know,
• 37:51
  and
• 37:51
  that's
• 37:52
  hospitality.
• 37:52
  Right.
• 37:52
  Regardless.
• 37:53
  And
• 37:53
  I
• 37:53
  think,
• 37:53
  you
• 37:54
  know,
• 37:54
  use
• 37:54
  AI,
• 37:55
  this
• 37:55
  is
• 37:55
  how
• 37:55
  I
• 37:55
  look
• 37:55
  at
• 37:56
  it
• 37:56
  now
• 37:56
  use
• 37:56
  AI
• 37:56
  to
• 37:56
  support
• 37:57
  you
• 37:57
  and
• 37:57
  make
• 37:58
  you
• 37:58
  more
• 37:58
  efficient,
• 37:59
  but
• 37:59
  you
• 38:00
  don't
• 38:00
  want
• 38:00
  to
• 38:00
  lose
• 38:00
  that
• 38:00
  personal
• 38:00
  touch.
• 38:01
  And
• 38:01
  I
• 38:01
  think
• 38:01
  if
• 38:01
  the
• 38:01
  industry
• 38:01
  went
• 38:02
  down
• 38:02
  that
• 38:02
  route,
• 38:02
  be
• 38:02
  really
• 38:02
  sad,
• 38:03
  but
• 38:03
  I
• 38:03
  think
• 38:04
  if
• 38:04
  it
• 38:04
  can
• 38:04
  help
• 38:04
  you,
• 38:04
  great.
• 38:05
  But
• 38:05
  you
• 38:05
  still
• 38:05
  want
• 38:05
  to
• 38:05
  talk
• 38:06
  to
• 38:06
  people
• 38:06
  and
• 38:06
  you
• 38:06
  know,
• 38:07
  there
• 38:07
  is
• 38:07
  that
• 38:07
  element
• 38:08
  of
• 38:08
  emotional
• 38:09
  kind
• 38:09
  of
• 38:09
  touch
• 38:09
  points
• 38:10
  and
• 38:10
  planning
• 38:10
  your
• 38:10
  wedding
• 38:11
  and
• 38:11
  executing
• 38:11
  your
• 38:11
  wedding.
• 38:11
  But
• 38:12
  yeah,
• 38:12
  I'm
• 38:13
  really
• 38:13
  excited
• 38:13
  by
• 38:13
  it.
• 38:13
  I
• 38:14
  think
• 38:14
  it's
• 38:14
  scary
• 38:14
  for
• 38:14
  sure,
• 38:14
  it
• 38:15
  scares
• 38:15
  me,
• 38:15
  but
• 38:16
  I'm
• 38:16
  really
• 38:16
  excited
• 38:16
  to
• 38:16
  see
• 38:16
  how
• 38:17
  that
• 38:17
  evolves.
• 38:17
  Fantastic.
• 38:18
  Now
• 38:18
  Rich,
• 38:18
  before
• 38:18
  I
• 38:19
  let
• 38:19
  you
• 38:19
  go,
• 38:19
  I
• 38:19
  always
• 38:20
  end
• 38:20
  my
• 38:20
  podcast
• 38:20
  with
• 38:20
  the
• 38:21
  same
• 38:21
  question.
• 38:21
  So
• 38:22
  I'm
• 38:22
  going
• 38:22
  to
• 38:22
  pose
• 38:22
  that
• 38:22
  to
• 38:22
  you
• 38:23
  now.
• 38:23
  And
• 38:23
  it's
• 38:23
  what's
• 38:24
  one
• 38:24
  thing
• 38:24
  you
• 38:24
  personally
• 38:25
  wish
• 38:25
  you'd
• 38:25
  known
• 38:26
  sooner
• 38:27
  in
• 38:27
  business?
• 38:28
  I
• 38:28
  think
• 38:29
  not
• 38:29
  so
• 38:29
  much
• 38:29
  maybe
• 38:29
  in
• 38:30
  business.
• 38:30
  But
• 38:31
  for
• 38:31
  me,
• 38:31
  I
• 38:31
  think
• 38:32
  coming
• 38:32
  back
• 38:32
  into
• 38:32
  smaller
• 38:33
  independent
• 38:34
  business,
• 38:34
  the
• 38:34
  biggest
• 38:34
  thing
• 38:35
  for
• 38:35
  me,
• 38:35
  if
• 38:35
  I
• 38:35
  could
• 38:35
  go
• 38:36
  back
• 38:36
  in
• 38:36
  my
• 38:36
  last
• 38:36
  five
• 38:37
  years
• 38:37
  back
• 38:37
  at
• 38:37
  Mulberry
• 38:38
  and
• 38:38
  Mulberry
• 38:38
  is
• 38:38
  like
• 38:39
  I
• 38:39
  say
• 38:39
  I
• 38:39
  was
• 38:39
  in
• 38:39
  hotels,
• 38:40
  this
• 38:40
  is
• 38:40
  more
• 38:40
  wedding
• 38:40
  venue
• 38:41
  is,
• 38:41
  you
• 38:42
  know,
• 38:42
  the
• 38:42
  importance
• 38:42
  of
• 38:42
  getting
• 38:43
  out
• 38:43
  there
• 38:43
  and
• 38:43
  networking
• 38:44
  and
• 38:44
  speaking
• 38:45
  to
• 38:45
  different
• 38:45
  professionals
• 38:46
  because
• 38:46
  you
• 38:47
  do,
• 38:47
  you
• 38:47
  don't
• 38:48
  want
• 38:48
  to
• 38:48
  get
• 38:48
  stale.
• 38:49
  So
• 38:49
  my
• 38:49
  biggest
• 38:49
  thing,
• 38:49
  I
• 38:49
  reckon,
• 38:50
  you
• 38:50
  know,
• 38:50
  maybe
• 38:50
  a
• 38:50
  couple
• 38:50
  of
• 38:50
  years
• 38:51
  ago,
• 38:51
  I
• 38:51
  wish
• 38:51
  I
• 38:51
  made
• 38:51
  more
• 38:51
  of
• 38:51
  an
• 38:52
  effort
• 38:52
  to
• 38:52
  get
• 38:52
  out
• 38:52
  there
• 38:52
  and
• 38:52
  see
• 38:52
  what's
• 38:53
  happening
• 38:53
  in
• 38:53
  the
• 38:53
  industry
• 38:54
  and,
• 38:54
  and
• 38:54
  talk
• 38:55
  to
• 38:55
  like
• 38:55
  minded
• 38:55
  people
• 38:56
  because
• 38:56
  eyes,
• 38:57
  yeah,
• 38:57
  you,
• 38:57
  you
• 38:58
  don't
• 38:58
  want
• 38:58
  to
• 38:58
  be
• 38:58
  getting
• 38:58
  stale
• 38:59
  and
• 38:59
  it
• 38:59
  can
• 38:59
  be
• 38:59
  a
• 38:59
  bit
• 38:59
  lonely,
• 39:00
  you
• 39:00
  know,
• 39:00
  if
• 39:00
  you,
• 39:00
  because
• 39:00
  you're
• 39:01
  the,
• 39:01
  you're
• 39:01
  the
• 39:01
  guy
• 39:02
  at
• 39:02
  the
• 39:02
  top
• 39:02
  who's
• 39:02
  meant
• 39:02
  to
• 39:02
  be
• 39:03
  leading
• 39:03
  this
• 39:03
  team.
• 39:03
  So
• 39:04
  that's
• 39:04
  probably
• 39:05
  something
• 39:05
  I
• 39:05
  wish
• 39:05
  I
• 39:05
  did
• 39:05
  sooner
• 39:06
  when
• 39:06
  I
• 39:06
  went
• 39:06
  back
• 39:06
  into
• 39:07
  the
• 39:07
  smaller
• 39:08
  independent
• 39:08
  businesses.
• 39:08
  Because
• 39:09
  you
• 39:09
  haven't
• 39:09
  got
• 39:10
  a
• 39:10
  board
• 39:10
  of
• 39:10
  directors
• 39:11
  above
• 39:11
  you
• 39:11
  that
• 39:11
  are
• 39:11
  pushing
• 39:12
  you
• 39:12
  and
• 39:12
  challenging
• 39:12
  you
• 39:13
  to,
• 39:13
  who
• 39:14
  specialize
• 39:14
  in
• 39:14
  certain
• 39:15
  kind
• 39:15
  of
• 39:16
  discipline.
• 39:17
  So
• 39:17
  that's,
• 39:17
  that's
• 39:18
  the
• 39:18
  thing
• 39:18
  for
• 39:18
  me,
• 39:19
  absolutely.
• 39:19
  It's
• 39:19
  so
• 39:19
  important
• 39:20
  to
• 39:20
  get
• 39:20
  out
• 39:20
  there,
• 39:20
  to
• 39:21
  keep
• 39:21
  learning,
• 39:21
  to
• 39:21
  keep
• 39:22
  growing
• 39:22
  and
• 39:22
  to
• 39:23
  meet
• 39:23
  other
• 39:23
  people
• 39:24
  and
• 39:24
  to
• 39:24
  find
• 39:25
  those
• 39:25
  people
• 39:25
  that
• 39:26
  can
• 39:26
  help
• 39:26
  you
• 39:26
  move
• 39:26
  forward.
• 39:27
  I
• 39:27
  meet
• 39:27
  so
• 39:28
  many
• 39:28
  people
• 39:28
  as
• 39:28
  well
• 39:28
  in
• 39:29
  our
• 39:29
  industry
• 39:29
  who've,
• 39:30
  you
• 39:30
  know,
• 39:30
  gone
• 39:30
  with
• 39:31
  some
• 39:31
  website
• 39:31
  company
• 39:32
  or
• 39:32
  gone
• 39:32
  with
• 39:32
  an
• 39:32
  SEO
• 39:33
  company
• 39:33
  or
• 39:33
  something
• 39:34
  that
• 39:34
  doesn't
• 39:35
  understand
• 39:35
  our
• 39:35
  industry
• 39:35
  and
• 39:36
  has
• 39:36
  taken
• 39:36
  loads
• 39:37
  of
• 39:37
  money
• 39:37
  from
• 39:37
  them.
• 39:37
  And
• 39:38
  then
• 39:38
  they
• 39:38
  come
• 39:38
  back
• 39:38
  and
• 39:38
  they're
• 39:39
  like,
• 39:39
  I
• 39:39
  wish
• 39:39
  I'd
• 39:40
  asked
• 39:40
  a
• 39:40
  few
• 39:40
  more
• 39:40
  people
• 39:41
  first
• 39:42
  for
• 39:42
  some
• 39:42
  recommendations.
• 39:43
  I
• 39:43
  could
• 39:44
  have
• 39:44
  gone
• 39:44
  out,
• 39:44
  spent
• 39:44
  15,
• 39:45
  20,000
• 39:45
  pounds
• 39:45
  on
• 39:45
  a
• 39:45
  new
• 39:46
  website
• 39:46
  and
• 39:46
  then
• 39:46
  a
• 39:46
  few
• 39:47
  months
• 39:47
  later
• 39:47
  gone,
• 39:47
  oh,
• 39:47
  how
• 39:48
  have
• 39:48
  you
• 39:48
  AI
• 39:48
  optimize
• 39:49
  this,
• 39:49
  I'd
• 39:49
  be
• 39:49
  like,
• 39:49
  oh,
• 39:50
  okay.
• 39:51
  Because,
• 39:51
  you
• 39:51
  know,
• 39:51
  I
• 39:51
  just
• 39:51
  haven't
• 39:52
  had
• 39:52
  conversations
• 39:52
  with
• 39:52
  people
• 39:53
  in
• 39:53
  a.
• 39:53
  In
• 39:53
  a.
• 39:53
  In
• 39:53
  a
• 39:53
  room
• 39:54
  at
• 39:54
  a
• 39:54
  champagne
• 39:54
  reception
• 39:55
  in
• 39:55
  London.
• 39:55
  You
• 39:55
  think?
• 39:56
  Oh,
• 39:56
  you
• 39:56
  know,
• 39:56
  stuff
• 39:57
  like
• 39:57
  that.
• 39:57
  I
• 39:57
  think
• 39:57
  it's
• 39:57
  just
• 39:57
  so
• 39:58
  important.
• 39:58
  Yes.
• 39:58
  So,
• 39:59
  so
• 39:59
  important.
• 39:59
  Richard,
• 39:59
  it's
• 40:00
  been
• 40:00
  such
• 40:00
  a
• 40:00
  pleasure
• 40:01
  both
• 40:01
  working
• 40:02
  with
• 40:02
  your
• 40:02
  team
• 40:02
  at
• 40:02
  Mulberry
• 40:03
  House
• 40:03
  and
• 40:04
  having
• 40:04
  you
• 40:04
  on
• 40:04
  this
• 40:04
  podcast.
• 40:05
  I'm
• 40:05
  sure
• 40:05
  we're
• 40:06
  going
• 40:06
  to
• 40:06
  do
• 40:06
  more
• 40:06
  together
• 40:07
  over
• 40:07
  the
• 40:07
  coming
• 40:07
  months
• 40:08
  and
• 40:08
  years,
• 40:09
  but
• 40:10
  I
• 40:10
  appreciate
• 40:10
  your
• 40:11
  time
• 40:11
  and
• 40:11
  thank
• 40:11
  you
• 40:11
  for
• 40:12
  being
• 40:12
  here.
• 40:12
  Oh,
• 40:12
  thank
• 40:13
  you,
• 40:13
  Becca.
• 40:13
  It's
• 40:13
  been
• 40:13
  a
• 40:13
  pleasure.
• 40:14
  Thank
• 40:14
  you
• 40:14
  for
• 40:14
  asking
• 40:14
  me.
• 40:15
  Such
• 40:15
  a
• 40:16
  great
• 40:16
  conversation
• 40:16
  with
• 40:17
  Richard.
• 40:17
  Really
• 40:18
  interesting
• 40:18
  to
• 40:18
  hear
• 40:19
  all
• 40:19
  about
• 40:19
  a
• 40:19
  venue
• 40:20
  from
• 40:20
  the
• 40:20
  GM's
• 40:21
  perspective.
• 40:22
  Like
• 40:22
  I
• 40:22
  said
• 40:22
  at
• 40:22
  the
• 40:22
  beginning
• 40:23
  of
• 40:23
  the
• 40:23
  episode,
• 40:23
  often
• 40:23
  we
• 40:24
  talk
• 40:24
  to
• 40:24
  people
• 40:24
  who
• 40:24
  are
• 40:25
  lower
• 40:25
  down
• 40:25
  the
• 40:25
  chain.
• 40:26
  Maybe
• 40:26
  you're
• 40:26
  the
• 40:26
  wedding
• 40:26
  coordinator,
• 40:27
  maybe
• 40:27
  you're
• 40:27
  the
• 40:27
  salesperson,
• 40:28
  and
• 40:28
  you
• 40:28
  get
• 40:28
  frustrated
• 40:28
  at
• 40:28
  your
• 40:29
  gm.
• 40:29
  Well,
• 40:29
  maybe
• 40:30
  go
• 40:30
  and
• 40:30
  get
• 40:30
  them
• 40:30
  to
• 40:31
  listen
• 40:31
  to
• 40:31
  this
• 40:31
  episode
• 40:32
  and
• 40:32
  learn
• 40:32
  how
• 40:32
  that
• 40:33
  culture
• 40:33
  can
• 40:33
  filter
• 40:34
  down
• 40:34
  from
• 40:34
  the
• 40:34
  top.
• 40:35
  I'll
• 40:35
  see
• 40:35
  you
• 40:35
  next
• 40:35
  time.