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Retail Roundup: Transform Complaints into Collaboration: Insights from Joshua Routh · Wisdom by WESA

0:05
You
0:05
are
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listening
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to
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the
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Horse
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Radio
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Equine
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Network
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family.
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This
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Ashley
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Winch
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stepping
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in
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for
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Glen
0:13
the
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Geek
0:13
today.
0:14
Welcome
0:14
to
0:15
the
0:15
WESA
0:15
Retail
0:16
Roundup.
0:17
The
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Retail
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Roundup
0:18
is
0:18
your
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go
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to
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virtual
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for
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all
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retail.
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Join
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thoughts,
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0:25
with
0:25
your
0:26
community.
0:26
We
0:27
host
0:27
a
0:27
virtual
0:27
event
0:28
or
0:28
share
0:28
educational
0:29
content
0:29
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0:30
Monday
0:30
via
0:30
the
0:30
Retail
0:31
Roundup
0:31
Facebook
0:31
Facebook
0:32
group.
0:33
Today,
0:33
we're
0:34
excited
0:34
to
0:34
discover
0:35
how
0:35
to
0:35
transform
0:36
daily
0:37
complaints
0:37
into
0:38
positive
0:38
collaboration.
0:40
So
0:41
let's
0:41
welcome
0:42
Joshua
0:42
Routh.
0:43
Josh
0:44
is
0:44
an
0:44
engaging
0:45
speaker,
0:45
performer,
0:46
author,
0:46
and
0:47
former
0:47
retailer.
0:48
With
0:48
a
0:48
strong
0:49
familiarity
0:49
with
0:50
the
0:50
Western
0:50
equine
0:51
industry.
0:52
Josh
0:52
brings
0:52
a
0:52
unique
0:53
blend
0:53
of
0:53
humor
0:54
and
0:54
insight
0:55
tailored
0:55
in
0:56
to
0:56
retail
0:57
Team
0:58
Josh,
0:58
welcome.
0:59
Hey.
1:00
Thank
1:00
you
1:00
so
1:00
very
1:00
much.
1:01
So
1:02
I'm
1:02
really
1:02
grateful
1:03
to
1:03
be
1:03
here.
1:03
This
1:03
is
1:04
going
1:04
to
1:04
be
1:04
a
1:04
lot
1:04
of
1:04
fun.
1:05
We
1:05
were
1:05
just
1:05
talking
1:06
before
1:06
this
1:06
started.
1:07
I
1:07
myself
1:08
grew
1:09
up
1:09
riding
1:09
horses,
1:10
and
1:10
my
1:11
first
1:11
job
1:12
actually
1:12
was
1:13
shoveling
1:13
manure
1:14
in
1:14
a
1:14
stable
1:15
for
1:15
Marion
1:16
Brown,
1:16
who
1:17
was
1:17
a.
1:18
Well,
1:19
he's
1:19
in
1:19
the
1:19
Saddlebred
1:20
hall
1:20
of
1:20
Fame
1:20
in
1:20
Mexico.
1:21
Missouri
1:22
horse
1:22
trainer,
1:23
amazing
1:23
extraordinaire.
1:24
And
1:24
so
1:25
I
1:25
spent
1:25
a
1:25
whole
1:25
summer
1:26
getting
1:26
paid.
1:26
I
1:27
think
1:27
it
1:27
was
1:27
$1.25
1:28
an
1:29
hour
1:29
with
1:29
shovel
1:30
horse
1:30
manure
1:31
in
1:31
a
1:32
stable
1:32
and
1:33
going
1:33
and
1:33
picking
1:33
up
1:33
sawdust
1:34
and
1:34
all
1:34
that.
1:35
And
1:35
then
1:36
I
1:36
rode
1:36
English
1:37
for
1:37
a
1:37
while,
1:37
rode
1:38
Western
1:38
for
1:38
a
1:38
while.
1:39
I
1:40
have
1:40
always
1:41
had
1:41
an
1:41
affinity
1:41
for
1:42
rodeos.
1:42
And
1:43
in
1:43
fact,
1:44
in
1:44
fact,
1:44
I
1:44
was
1:45
going
1:45
to
1:45
wear
1:46
my
1:46
western
1:46
shirt
1:47
that
1:47
I
1:47
always
1:47
wear
1:47
to
1:48
rodeos,
1:49
but
1:49
my
1:49
business
1:50
has
1:50
gotten
1:50
so
1:50
busy.
1:51
I
1:51
haven't
1:51
been
1:52
to
1:52
a
1:52
rodeo
1:52
in
1:52
a
1:52
few
1:52
years.
1:53
And
1:54
it
1:54
didn't
1:55
fit?
1:55
No,
1:56
it
1:57
didn't
1:57
fit.
1:57
It
1:57
was.
1:58
Yeah.
1:58
So.
1:58
Oh,
1:59
well,
1:59
look
1:59
at
2:00
you.
2:00
Years
2:00
have
2:00
been
2:01
good
2:01
to
2:01
me.
2:01
My
2:02
old.
2:02
My
2:02
old
2:02
Chinese
2:02
acrobatics
2:03
coach
2:04
once
2:04
came
2:04
up
2:04
to
2:04
me
2:05
and
2:05
patted
2:05
me
2:05
on
2:05
the
2:05
belly
2:06
and
2:06
said,
2:06
you
2:06
must
2:06
be
2:07
very
2:07
rich.
2:09
You
2:09
must
2:09
be
2:10
very
2:10
rich.
2:11
We
2:11
love.
2:12
We
2:12
love
2:12
a
2:12
silver
2:13
lining
2:13
here
2:14
at
2:14
Horse
2:14
Radio
2:14
Network.
2:15
And
2:15
if
2:15
that's
2:16
not
2:16
a
2:16
spin,
2:17
I
2:17
don't
2:17
know
2:17
what
2:17
is.
2:18
Yeah.
2:18
So
2:18
I'm
2:18
just
2:18
rich.
2:19
I'm
2:19
rich.
2:19
That's
2:19
all
2:20
it
2:20
is.
2:20
I'm
2:20
just
2:20
very
2:21
rich.
2:22
I
2:22
love
2:22
that.
2:23
Well,
2:23
Josh,
2:24
without
2:24
further
2:25
ado,
2:25
should
2:25
I
2:25
go
2:25
ahead
2:26
and
2:26
pull
2:26
up
2:26
our
2:26
slides?
2:27
For
2:27
those
2:27
listening,
2:28
you'll
2:28
be
2:28
able
2:28
to
2:29
watch
2:30
this
2:30
video
2:30
or
2:31
see
2:31
the
2:31
visuals
2:32
through
2:33
the
2:33
streamyard
2:34
link
2:34
that
2:34
we'll
2:35
be
2:35
able
2:35
to
2:35
share
2:36
in
2:36
our
2:36
show
2:36
notes.
2:37
Sounds
2:37
good.
2:38
Let's
2:38
go.
2:38
Awesome.
2:39
So
2:40
welcome
2:40
everyone
2:41
out
2:41
there
2:41
again.
2:42
My
2:42
name
2:42
is
2:42
Joshua
2:42
Routh,
2:43
and
2:43
we're
2:43
going
2:43
to
2:43
Talk
2:44
about
2:44
creating
2:44
a
2:44
complaint
2:45
free
2:45
workplace
2:46
today.
2:46
And
2:47
as
2:47
I
2:47
said,
2:48
I
2:48
am
2:49
a
2:49
former
2:49
circus
2:50
acrobat.
2:50
I
2:51
own
2:51
my
2:51
own
2:51
circus.
2:52
I
2:52
have
2:52
owned
2:52
a
2:53
magic
2:53
shop.
2:53
I
2:53
owned
2:53
a
2:54
magic
2:54
shop
2:54
up
2:54
until
2:55
the
2:56
pandemic,
2:56
and
2:56
that
2:57
kind
2:57
of
2:57
just
2:57
decimated
2:58
that
2:58
industry.
2:58
So
2:58
the
2:58
magic
2:59
shop
2:59
went
2:59
away.
2:59
But
2:59
yeah,
2:59
I
3:00
have
3:00
some
3:00
experience
3:01
with
3:01
retail
3:02
as
3:02
well
3:02
and
3:03
lots
3:03
of
3:03
experience
3:04
with
3:04
horses
3:04
and
3:05
horse
3:05
riding.
3:05
I
3:05
used
3:06
to
3:06
do
3:06
a
3:06
lot
3:06
of
3:06
horse
3:06
camps
3:07
when
3:07
I
3:07
was
3:07
a
3:07
kid,
3:08
and
3:08
I
3:08
even
3:08
trained
3:09
for
3:09
a
3:09
moment
3:10
to
3:10
do
3:10
some
3:10
acrobatics
3:11
on
3:12
horses
3:12
for
3:12
the
3:12
circus
3:13
until
3:14
I
3:14
realized
3:14
my
3:14
career
3:15
would
3:15
be
3:15
very
3:15
short
3:16
and
3:16
I
3:16
could
3:16
spend
3:17
more
3:17
time
3:17
on
3:17
other
3:17
things.
3:18
Though
3:18
I
3:19
love
3:19
horses
3:19
and
3:19
still
3:20
again,
3:20
love
3:20
to
3:20
go
3:21
to
3:21
the
3:21
rodeo.
3:22
It's
3:22
one
3:22
of
3:22
my
3:22
favorite
3:23
things.
3:23
So
3:23
I'm
3:24
really
3:24
grateful
3:24
and
3:24
very
3:24
excited
3:25
to
3:25
be
3:25
here
3:25
talking
3:25
to
3:26
all
3:26
of
3:26
you.
3:26
This
3:27
is
3:27
a
3:27
very
3:27
fun
3:28
topic
3:28
for
3:28
me,
3:29
for
3:29
me,
3:30
where
3:30
I
3:30
came
3:30
from,
3:31
to
3:32
just
3:32
kind
3:32
of
3:32
give
3:32
you
3:32
a
3:32
little
3:33
background.
3:34
I
3:34
own
3:34
a
3:34
circus.
3:35
I
3:35
have
3:35
50
3:35
performers
3:36
that
3:36
I
3:36
manage.
3:37
We
3:37
do
3:37
850
3:38
events
3:38
a
3:38
year.
3:39
And
3:39
those
3:39
events
3:40
are
3:40
all
3:40
different
3:40
kinds.
3:41
And
3:41
I've
3:42
been
3:42
a
3:42
speaker
3:42
for
3:42
a
3:42
long
3:43
time
3:43
because
3:43
I
3:43
have
3:44
kind
3:44
of
3:44
a
3:44
unique
3:45
point
3:45
of
3:46
view.
3:46
I'm
3:46
a
3:46
sword
3:46
swallower
3:47
and
3:47
an
3:47
acrobat,
3:48
and
3:48
I
3:48
have
3:48
a
3:49
fun
3:49
story.
3:49
So
3:49
people
3:50
often
3:50
ask
3:50
me
3:50
to
3:50
speak.
3:51
A
3:51
few
3:51
years
3:52
back,
3:52
I
3:52
met
3:52
a
3:52
man
3:52
named
3:52
Will
3:53
Bowen
3:53
at
3:53
a
3:54
conference
3:54
for
3:55
speakers.
3:55
And
3:56
Will
3:57
just
3:57
became
3:57
friends
3:57
with
3:58
me.
3:58
He
3:58
became
3:58
enamored
3:58
with
3:59
me
3:59
because
3:59
I
3:59
knew
3:59
a
3:59
lot
3:59
about
4:00
magic.
4:00
And
4:00
he
4:00
always
4:01
wanted
4:01
to
4:01
know
4:01
how
4:02
this
4:02
trick
4:02
was
4:02
done
4:02
or
4:03
that
4:03
trick
4:03
was
4:03
done.
4:04
And
4:04
we
4:04
were
4:04
friends
4:05
for
4:05
a
4:05
couple
4:05
of
4:06
years
4:06
before
4:07
I
4:07
ever
4:07
found
4:07
out
4:07
what
4:08
Will
4:08
spoke
4:08
about.
4:09
I
4:09
had
4:09
no
4:09
idea.
4:10
And
4:10
one
4:10
day
4:10
I
4:11
called
4:11
Will
4:11
and
4:11
I
4:11
was
4:12
talking
4:12
to
4:12
him
4:12
and
4:12
I
4:12
was
4:13
complaining
4:13
about
4:13
a
4:13
couple
4:14
of
4:14
performers
4:15
that
4:15
were
4:15
working
4:15
for
4:16
me.
4:16
There
4:16
were
4:16
divas,
4:16
they
4:17
were
4:17
acting
4:17
out,
4:17
they
4:17
were
4:18
causing
4:18
a
4:18
lot
4:18
of
4:18
strife
4:19
in
4:19
our
4:19
business.
4:20
And
4:20
he
4:20
said,
4:20
whoa,
4:21
whoa,
4:21
whoa.
4:21
You.
4:22
You
4:22
can't
4:22
complain
4:23
to
4:23
me.
4:23
I
4:23
was
4:24
like,
4:24
why?
4:25
He
4:25
goes,
4:25
because
4:25
I'm
4:25
the
4:26
complaint
4:26
free
4:26
guy.
4:27
That.
4:27
That's
4:27
what
4:27
I
4:28
do.
4:28
I'm
4:28
the
4:28
complaint
4:28
free
4:29
guy.
4:29
I.
4:30
I
4:30
can't,
4:30
you
4:30
know,
4:31
don't
4:31
do
4:31
complaining
4:32
here.
4:32
I'll
4:32
tell
4:32
you
4:32
what,
4:33
I'm
4:33
going
4:33
to
4:33
send
4:33
you
4:33
my
4:33
book
4:34
and
4:34
you
4:34
can
4:34
read
4:35
my
4:35
book
4:35
and
4:35
learn
4:36
all
4:36
about
4:36
the
4:37
dangers
4:37
of
4:37
complaining
4:38
and
4:38
how
4:38
you
4:39
can
4:39
improve
4:39
your
4:39
business
4:40
by
4:40
by
4:41
stopping
4:41
complaining.
4:42
And
4:42
so
4:43
he
4:43
did.
4:43
He
4:43
sent
4:43
me
4:43
his
4:44
book
4:44
and
4:45
he
4:45
also
4:45
sent
4:45
me
4:45
some
4:45
of
4:45
his
4:46
bracelets
4:46
because
4:46
there's
4:46
a
4:47
challenge
4:47
that
4:47
goes
4:47
with
4:47
the
4:48
book.
4:48
And
4:49
I
4:49
did
4:49
the
4:49
challenge.
4:50
I
4:50
Read
4:50
through
4:50
the
4:50
book
4:50
and
4:51
I
4:51
learned
4:51
so
4:52
much
4:52
about
4:53
how
4:53
complaining
4:53
can
4:54
drag
4:54
down
4:54
your
4:54
business,
4:54
can
4:55
drag
4:55
down
4:55
your
4:55
life,
4:56
can
4:56
harm
4:56
relationships.
4:57
And
4:57
it
4:58
really,
4:58
it
4:58
changed
4:59
my
4:59
business.
4:59
And
5:00
I
5:00
even
5:00
encouraged
5:01
my
5:01
performers
5:01
to
5:02
do
5:02
the
5:02
same
5:02
for
5:02
them
5:03
to
5:03
go
5:03
ahead
5:03
and
5:03
try
5:04
to
5:04
become
5:04
complaint
5:04
free
5:05
as
5:05
well.
5:05
Because
5:06
I
5:06
realized
5:06
that
5:07
if
5:07
we
5:07
live
5:07
a
5:07
life
5:07
of
5:07
gratitude,
5:08
we're
5:08
not
5:08
living
5:08
a
5:08
life
5:09
of
5:09
complaining
5:09
and
5:10
we
5:10
can
5:10
all
5:10
raise
5:10
the
5:11
boat
5:11
together.
5:11
And
5:12
so
5:12
I
5:12
said
5:12
to
5:12
two
5:12
of
5:12
these
5:13
performers,
5:13
I
5:13
asked
5:14
them,
5:14
I
5:14
said,
5:14
I
5:14
want
5:14
you
5:14
to
5:15
do
5:15
the
5:15
complaint
5:16
free
5:16
challenge.
5:16
And
5:17
they
5:17
kind
5:17
of
5:17
looked
5:17
at
5:17
me
5:17
funny,
5:18
these
5:18
two
5:18
specifically,
5:19
because
5:19
I
5:19
had
5:19
others
5:19
that
5:19
were
5:20
actually
5:20
doing
5:20
it.
5:21
And
5:21
these
5:21
two
5:21
specifically
5:22
were
5:22
like,
5:22
no,
5:22
I'm
5:23
not
5:23
going
5:23
to
5:23
do
5:23
it.
5:24
And
5:24
it
5:24
was
5:24
the
5:24
longest
5:24
walk
5:25
I
5:25
had
5:25
to
5:25
go
5:25
through
5:26
to
5:26
walk
5:26
to
5:26
the
5:26
door
5:27
and
5:27
say,
5:27
you
5:28
know,
5:28
then
5:28
you
5:28
can't
5:28
be
5:28
a
5:28
part
5:28
of
5:29
this
5:29
business
5:29
because
5:29
we're
5:29
growing,
5:31
you
5:31
know,
5:31
in
5:31
this
5:31
business
5:32
we're
5:32
going
5:32
to
5:32
grow
5:33
in
5:33
a
5:33
new
5:33
way,
5:33
the
5:34
new
5:34
era
5:34
of
5:34
gratitude
5:35
and
5:35
a
5:35
new
5:35
era
5:36
of
5:36
not
5:36
complaining.
5:37
And
5:37
you
5:37
don't
5:37
want
5:37
to
5:37
be
5:38
a
5:38
part
5:38
of
5:38
that.
5:38
So
5:38
I'm
5:39
sorry,
5:39
you're
5:39
going
5:39
to
5:39
have
5:39
to
5:39
step
5:40
away.
5:40
And
5:40
these
5:40
are
5:40
my
5:40
two
5:40
top
5:41
earners.
5:41
And
5:42
you
5:42
know,
5:42
as
5:42
business
5:42
owners,
5:43
when
5:43
you
5:43
have
5:44
top
5:44
earners,
5:45
you
5:45
can
5:45
forgive
5:46
a
5:46
lot.
5:46
And
5:46
we
5:47
do,
5:47
we
5:47
forgive
5:47
a
5:47
lot.
5:48
We
5:48
look
5:48
over
5:48
a
5:48
lot
5:49
of
5:49
things.
5:49
We
5:49
look
5:49
over
5:49
how
5:50
they
5:50
treat
5:50
us
5:50
sometimes
5:51
or
5:51
how
5:51
sometimes
5:52
there
5:52
is
5:52
an
5:52
error
5:53
that
5:53
they
5:53
know
5:53
better
5:53
than
5:54
us
5:54
or
5:54
whatever
5:55
and
5:55
they
5:55
don't
5:55
see
5:55
the
5:56
background,
5:56
the
5:56
day
5:57
to
5:57
day,
5:57
what
5:57
we
5:57
really
5:58
go
5:58
through.
5:58
Most
5:59
people
5:59
who
5:59
are
5:59
business
6:00
owners
6:00
all
6:00
know
6:01
that
6:01
they
6:01
think
6:01
that
6:02
the
6:02
employees
6:02
often
6:02
think
6:02
that
6:03
we're
6:03
rich
6:03
or
6:04
we're
6:04
riding
6:04
high
6:05
on
6:05
everything
6:05
and
6:06
you
6:06
know,
6:06
we
6:06
get
6:06
all
6:06
the
6:07
perks
6:07
and
6:07
all
6:07
this
6:07
stuff.
6:08
They
6:08
don't
6:08
see
6:08
the
6:08
background,
6:09
they
6:09
don't
6:09
see
6:09
all
6:10
the
6:10
work
6:10
that
6:10
we
6:10
do.
6:11
Once
6:12
someone
6:12
told
6:12
me
6:13
that
6:14
owners,
6:15
you
6:15
know,
6:16
love
6:16
it
6:16
because
6:16
they
6:16
work
6:16
12
6:17
hours.
6:17
They
6:17
only,
6:18
what
6:18
was
6:18
it?
6:19
Owners
6:20
love
6:20
that
6:20
they
6:21
only
6:21
work
6:21
half
6:21
days.
6:22
That's
6:22
right.
6:22
Owners
6:23
of
6:23
businesses
6:23
love
6:23
it
6:23
because
6:24
they
6:24
only
6:24
work
6:24
half
6:24
days.
6:25
The
6:25
hard
6:25
part
6:26
is
6:26
deciding
6:26
do
6:26
I
6:26
work
6:27
the
6:27
first
6:27
12
6:28
or
6:28
the
6:28
second
6:28
12?
6:29
And
6:29
that's
6:29
totally
6:30
true.
6:30
We
6:30
work
6:31
12
6:31
hour
6:31
days.
6:32
I
6:32
know
6:32
that
6:32
it's
6:32
probably
6:33
the
6:33
same
6:33
for
6:33
you,
6:33
but
6:33
it's
6:34
the
6:34
same
6:34
for
6:34
me.
6:35
We
6:35
had
6:35
to
6:35
start
6:35
taking
6:35
Sundays
6:36
off.
6:36
We
6:36
had
6:36
to
6:36
start
6:37
committing
6:37
to
6:37
time
6:37
for
6:38
ourselves
6:39
because
6:39
your
6:40
business
6:40
swallows
6:41
you
6:41
whole.
6:41
And
6:41
I
6:41
work
6:41
with
6:41
my
6:42
wife
6:42
and
6:42
we've
6:42
been
6:43
running
6:43
this
6:43
business
6:43
for
6:43
20
6:44
years
6:44
together.
6:45
And
6:45
as
6:45
I
6:45
said,
6:46
when
6:46
those
6:46
two
6:46
left,
6:47
I
6:47
was
6:47
really
6:48
worried
6:48
that
6:48
My
6:48
business
6:49
was
6:49
going
6:49
to
6:50
struggle,
6:51
and
6:51
it
6:51
did
6:51
for
6:51
a
6:52
moment.
6:52
But
6:52
what
6:53
it
6:53
also
6:53
did
6:53
was
6:54
it
6:54
created
6:54
space
6:55
for
6:55
new
6:56
people
6:56
with
6:56
an
6:56
attitude
6:57
of
6:57
gratitude
6:57
to
6:57
step
6:58
in
6:58
and
6:58
step
6:59
up.
6:59
And
6:59
then
7:00
they
7:00
grew,
7:00
and
7:01
they
7:01
grew
7:01
as
7:01
performers,
7:01
and
7:02
they
7:02
grew
7:02
as
7:02
entertainers.
7:03
And
7:03
we
7:03
went
7:03
from
7:04
750
7:04
events
7:05
to
7:05
850
7:06
events.
7:06
And
7:07
we
7:07
started
7:07
working
7:07
more
7:08
and
7:08
more
7:08
and
7:08
more.
7:09
And
7:09
now
7:09
we
7:09
work
7:10
with
7:10
the
7:10
St.
7:10
Louis
7:10
Blues,
7:11
the
7:11
Cardinals,
7:12
Purina
7:12
Farms,
7:13
Nestle
7:14
Purina,
7:14
a
7:15
big
7:15
client
7:15
of
7:15
ours,
7:16
the
7:16
St.
7:16
Louis
7:16
Soccer
7:17
Stadium.
7:17
All
7:17
the
7:17
big
7:18
companies
7:18
in
7:18
St.
7:18
Louis
7:19
use
7:19
our
7:19
performers
7:20
for
7:20
their
7:20
events.
7:21
And
7:21
we're
7:21
getting
7:21
more
7:21
and
7:22
more
7:22
requests
7:22
months
7:22
and
7:22
months
7:23
and
7:23
months
7:23
out
7:23
because
7:23
people
7:24
want
7:24
the
7:24
positive
7:25
attitude
7:26
that
7:26
our
7:26
performers
7:27
have.
7:27
And
7:27
so
7:27
I
7:27
want
7:28
to
7:28
share
7:28
this
7:28
with
7:28
you.
7:28
I
7:28
want
7:28
to
7:29
share
7:29
some
7:29
of
7:29
these
7:29
things
7:29
with
7:29
you.
7:30
And
7:30
I
7:30
went
7:30
back
7:30
to
7:30
Will,
7:30
and
7:30
I
7:30
was
7:31
like,
7:31
will,
7:32
I
7:32
love
7:32
it.
7:33
This
7:33
is
7:33
great.
7:33
And
7:34
Will
7:34
was
7:34
like,
7:34
great.
7:35
I
7:35
want
7:35
you
7:35
to
7:35
go
7:35
out
7:35
and
7:35
share
7:35
this
7:36
message
7:36
for
7:36
me.
7:37
So
7:37
that's
7:37
what
7:37
I'm
7:37
here
7:37
today
7:38
doing.
7:38
I'm
7:38
sharing
7:38
Will's
7:39
message
7:39
with
7:40
some
7:40
of
7:40
my
7:40
own
7:40
anecdotes
7:41
and
7:41
things
7:41
as
7:41
well.
7:42
So
7:42
when
7:43
we're
7:43
ready,
7:43
we're
7:44
going
7:44
to
7:44
get
7:44
going
7:44
here.
7:45
All
7:45
right,
7:45
on
7:45
to
7:46
the
7:46
next
7:46
slide.
7:47
So
7:48
one
7:48
thing
7:48
I
7:48
want
7:48
you
7:49
to
7:49
realize
7:49
is
7:49
that
7:50
gratitude
7:50
is
7:51
about
7:51
what
7:51
is
7:51
present
7:52
and
7:52
what
7:52
is
7:52
working.
7:53
Complaining
7:54
is
7:54
about
7:54
what
7:54
is
7:54
wrong
7:55
and
7:55
what
7:55
is
7:55
missing.
7:56
When
7:56
we're
7:57
living
7:57
a
7:57
life
7:57
of
7:57
gratitude,
7:58
we're
7:58
focused
7:58
on
7:58
the
7:58
present.
7:59
We're
7:59
focused
7:59
on
8:00
what's
8:00
going
8:00
on
8:00
here
8:01
and
8:01
now
8:02
and
8:02
what
8:02
is
8:02
actually
8:03
happening
8:03
in
8:03
our
8:03
lives
8:04
right
8:04
now
8:04
that
8:04
is
8:04
going
8:05
well.
8:05
We're
8:06
focusing
8:06
on
8:06
those
8:07
things,
8:07
then
8:07
we're
8:08
lifting
8:08
ourselves
8:08
up.
8:08
It's
8:08
like
8:09
watering
8:09
a
8:09
plant.
8:10
The
8:10
plant
8:10
starts
8:10
to
8:11
grow.
8:11
When
8:11
all
8:12
we're
8:12
focused
8:12
on
8:12
is
8:12
what's
8:13
wrong
8:13
and
8:13
what's
8:13
missing,
8:14
we
8:14
get
8:14
that
8:14
negative
8:15
attitude,
8:15
those
8:15
negative
8:16
feelings,
8:17
and
8:17
it
8:17
starts
8:18
to
8:18
drag
8:18
everything
8:19
down.
8:19
So
8:19
when
8:19
we're
8:20
complaining,
8:20
we're
8:20
only
8:21
focusing
8:21
on
8:21
the
8:21
negative.
8:22
We're
8:22
not
8:22
focusing
8:22
on
8:23
what's
8:23
possible,
8:24
the
8:24
future
8:24
or
8:25
now.
8:25
And
8:25
all
8:25
those
8:26
things,
8:26
when
8:26
we're
8:26
thinking
8:27
about
8:27
what
8:27
can
8:28
happen,
8:28
how
8:28
we
8:28
can
8:28
do
8:29
things
8:29
differently,
8:30
how
8:30
we
8:30
can
8:30
change
8:31
things
8:31
going
8:32
forward,
8:33
well,
8:33
that's
8:34
gratitude.
8:34
That's
8:34
where
8:35
we're
8:35
at.
8:35
That's
8:35
the
8:36
present.
8:36
How
8:36
can
8:37
we
8:37
get
8:37
through
8:37
these
8:37
problems
8:38
now
8:38
as
8:38
opposed
8:39
to
8:39
just
8:39
complaining
8:39
about
8:39
what
8:40
happened
8:40
to
8:40
me,
8:40
what
8:40
happened
8:41
to
8:41
me.
8:41
This
8:41
is
8:41
not
8:42
right,
8:42
that's
8:42
not
8:42
right,
8:43
and
8:43
so
8:43
on
8:44
and
8:44
so
8:44
forth,
8:44
what's
8:44
wrong
8:45
and
8:45
what's
8:45
missing.
8:46
So
8:46
that's
8:46
what
8:46
we're
8:46
going
8:46
to
8:46
be
8:46
talking
8:47
about.
8:47
I'm
8:47
going
8:47
to
8:47
teach
8:47
you
8:47
how
8:48
to
8:48
live
8:48
a
8:48
life
8:48
of
8:48
gratitude
8:49
and
8:49
how
8:50
to
8:50
turn
8:50
those
8:50
complainers
8:51
in
8:52
your
8:52
businesses
8:52
and
8:53
in
8:53
your
8:53
life
8:53
into
8:54
collaborators
8:55
so
8:55
they're
8:55
not
8:55
using
8:55
your
8:56
ear
8:56
as
8:56
a
8:57
dumpster
8:57
that
8:57
they're
8:57
just
8:58
throwing
8:58
all
8:58
their
8:58
junk
8:58
into.
8:59
Wouldn't
8:59
we
8:59
all
9:00
love
9:00
that?
9:01
I
9:02
think
9:02
most
9:02
of
9:02
us
9:02
would
9:02
agree
9:03
that
9:03
there
9:03
is
9:04
too
9:04
much
9:04
complaining
9:04
in
9:05
the
9:05
world.
9:05
And
9:05
the
9:06
world
9:06
is
9:06
not
9:06
the
9:07
way
9:07
we'd
9:07
like
9:07
it
9:07
to
9:07
be.
9:08
All
9:08
of
9:08
us
9:08
feel
9:08
this
9:09
all
9:09
the
9:09
time.
9:09
We're
9:10
walking
9:10
around,
9:10
we
9:10
hear
9:10
all
9:11
these
9:11
complaints.
9:11
We
9:11
see
9:11
it
9:12
on
9:12
the
9:12
news,
9:12
we
9:12
see
9:12
it
9:12
on
9:12
the
9:12
media.
9:13
I
9:13
think
9:13
that's
9:14
a
9:14
bare
9:14
nosed
9:14
fact.
9:15
There's
9:15
too
9:15
much
9:15
complaining
9:16
in
9:16
the
9:16
world.
9:17
Also,
9:17
again,
9:17
the
9:18
world
9:18
isn't
9:18
the
9:18
way
9:18
we'd
9:19
like
9:19
it
9:19
to
9:19
be.
9:19
We
9:19
look
9:19
around
9:20
and
9:20
we
9:20
see
9:20
things
9:21
the
9:21
way
9:21
they're
9:21
not
9:21
supposed
9:21
to
9:22
be.
9:22
And
9:22
this
9:22
and
9:22
that.
9:23
And
9:23
this
9:23
is
9:23
what
9:23
causes
9:24
a
9:24
lot
9:24
of
9:24
complaints
9:25
as
9:25
well.
9:25
We
9:26
both
9:26
live
9:26
in
9:26
this
9:27
headspace.
9:27
We
9:28
all
9:28
live
9:28
in
9:28
this
9:28
headspace
9:29
here.
9:29
So
9:30
this
9:30
is
9:30
a
9:30
great
9:30
place
9:31
to
9:31
start
9:31
from.
9:33
Complaining
9:33
is
9:34
defined
9:34
as
9:34
expressing
9:35
grief,
9:36
pain
9:36
or
9:36
discontent.
9:38
Now
9:38
the
9:38
key
9:38
word
9:39
here
9:39
is
9:40
express
9:40
because
9:41
many
9:41
people
9:42
have
9:43
thoughts
9:43
every
9:44
day
9:44
of
9:45
grief,
9:45
pain
9:46
or
9:46
discontent.
9:47
We
9:47
have
9:48
all
9:48
these
9:48
thoughts.
9:48
We
9:48
have
9:48
negative
9:49
thoughts
9:49
every
9:49
day.
9:50
I
9:50
know
9:51
I've
9:51
thought
9:51
about
9:51
robbing
9:52
a
9:52
bank.
9:52
I'm
9:52
sure
9:52
many
9:53
other
9:53
people
9:53
have
9:53
thought
9:53
about
9:53
robbing
9:54
a
9:54
bank.
9:54
How
9:55
easy
9:55
it
9:55
would
9:55
be,
9:55
all
9:55
those
9:56
kinds
9:56
of
9:56
things.
9:56
You
9:56
have
9:56
little
9:56
daydreams
9:57
of
9:57
that
9:57
sort
9:58
or
9:58
even
9:59
worse,
9:59
or
9:59
even
10:00
not
10:00
so
10:00
bad.
10:01
We
10:01
have
10:01
those
10:01
negative
10:02
thoughts.
10:02
The
10:03
reason
10:03
we
10:03
have
10:04
those
10:04
negative
10:04
thoughts
10:05
is
10:05
it
10:05
was
10:05
safer
10:06
in
10:06
nature
10:07
to
10:07
not
10:07
eat
10:07
the
10:07
red
10:08
berries.
10:08
Negative
10:08
thoughts
10:09
kept
10:09
us
10:10
safe.
10:10
When
10:10
we
10:10
were
10:10
going
10:11
through
10:11
the
10:11
woods
10:11
and
10:11
we're
10:11
like,
10:12
oh,
10:12
there's
10:12
red
10:12
berries
10:13
there,
10:13
maybe
10:13
I
10:13
should
10:13
try
10:14
them.
10:14
No,
10:14
we
10:15
shouldn't
10:15
eat
10:15
the
10:15
red
10:15
berries.
10:16
It's
10:16
a
10:17
pattern
10:17
that
10:17
built
10:17
up
10:18
in
10:18
our
10:18
minds
10:18
over
10:19
and
10:19
over
10:19
the
10:19
years.
10:20
So
10:20
all
10:20
through
10:20
evolution
10:21
and
10:21
beyond,
10:22
we
10:22
start
10:22
to
10:22
see
10:23
this
10:23
idea
10:24
that
10:24
negative
10:25
thoughts
10:25
keep
10:25
us
10:25
safe,
10:26
that
10:26
we
10:26
don't
10:26
touch
10:27
the
10:27
hot
10:27
stove
10:27
because
10:27
the
10:27
hot
10:28
stove
10:28
is
10:28
hot.
10:28
We
10:29
stay
10:29
away
10:29
from
10:29
those
10:29
kinds
10:30
of
10:30
things.
10:30
So
10:31
as
10:31
we've
10:32
gone
10:32
through
10:32
this
10:32
evolution
10:33
and
10:33
go
10:33
through
10:33
these
10:33
things,
10:34
we
10:34
start
10:34
to
10:34
realize
10:35
as
10:35
a
10:35
species
10:36
that
10:36
the
10:36
negative
10:37
thoughts
10:37
actually
10:37
keep
10:38
us
10:38
safe.
10:39
The
10:39
problem
10:39
is
10:40
when
10:40
we
10:40
express
10:41
those,
10:41
when
10:41
we're
10:41
expressing
10:42
them
10:42
all
10:42
the
10:42
time,
10:43
sharing
10:43
this
10:44
all
10:44
the
10:44
time,
10:45
we're
10:45
sharing
10:45
it
10:46
all
10:46
the
10:46
time
10:46
and
10:46
we're
10:46
causing
10:47
all
10:47
this
10:47
negative
10:47
energy.
10:48
And
10:48
I'm
10:48
going
10:48
to
10:48
explain
10:48
a
10:48
little
10:49
bit
10:49
further
10:49
on
10:49
down
10:49
the
10:49
road
10:50
here
10:50
what
10:50
that
10:51
really
10:51
means
10:51
when
10:51
we
10:52
express
10:52
it.
10:53
So
10:53
it's
10:53
all
10:53
about
10:54
expressing
10:54
it.
10:54
Now,
10:55
a
10:55
lot
10:55
of
10:55
times
10:55
people
10:56
think
10:56
that
10:56
they're
10:56
going
10:56
to
10:57
try
10:57
to
10:57
withhold
10:58
every
10:59
negative
10:59
thought
11:00
and
11:00
it's,
11:00
you
11:00
know,
11:01
they're
11:01
going
11:01
to
11:01
not
11:02
express
11:02
all
11:02
the
11:02
time
11:02
and
11:03
all
11:03
kinds
11:03
of.
11:03
We
11:03
still
11:03
do
11:04
that
11:04
sometimes.
11:04
You're
11:04
still
11:04
going
11:04
to
11:04
find
11:05
yourself
11:05
complaining.
11:06
But
11:06
I'm
11:06
hoping
11:07
that
11:07
over
11:07
time,
11:07
through
11:08
this
11:08
process
11:08
and
11:08
reading
11:09
this
11:09
stuff,
11:09
you'll
11:10
have
11:10
a
11:10
desire
11:11
to
11:11
complain
11:11
less
11:12
and
11:12
you
11:12
will
11:12
express
11:13
it
11:13
less
11:13
and
11:14
you'll
11:14
deal
11:14
with
11:14
these
11:14
things
11:14
more
11:15
in
11:15
the
11:15
present.
11:17
It
11:17
is
11:18
not
11:18
complaining
11:18
to
11:18
speak
11:19
directly
11:19
and
11:20
only
11:20
to
11:20
the
11:20
person
11:21
who
11:21
can
11:21
solve
11:21
your
11:22
issue.
11:22
Resolve
11:22
your
11:22
issue.
11:24
That's
11:24
the
11:24
other
11:24
side
11:24
of
11:25
it.
11:25
So
11:26
if
11:26
somebody
11:26
can
11:26
solve
11:27
your
11:27
problem,
11:27
and
11:27
we
11:28
all
11:28
deal
11:28
with
11:28
people
11:29
that
11:29
have
11:29
problems
11:30
every
11:30
day,
11:30
and
11:31
if
11:31
they're
11:31
coming
11:31
to
11:31
us
11:32
to
11:32
solve
11:32
that
11:32
problem,
11:33
well,
11:33
that's
11:33
a
11:33
request
11:34
for
11:34
accountability.
11:35
That
11:35
is
11:35
not
11:36
complaining.
11:37
Okay?
11:37
So
11:37
often
11:38
when
11:38
you
11:38
hear
11:39
something,
11:39
somebody
11:39
says
11:40
something
11:40
like,
11:41
you
11:41
know,
11:41
this
11:42
shirt
11:42
is
11:42
the
11:42
wrong
11:42
size,
11:43
that's
11:43
not
11:43
a
11:43
complaint,
11:44
that's
11:44
a
11:44
request
11:45
for
11:45
accountability.
11:46
They're
11:46
not
11:47
coming
11:47
at
11:47
you
11:47
and
11:48
saying,
11:48
making
11:48
it
11:48
all
11:48
about
11:49
themselves.
11:49
They're
11:50
making
11:50
it
11:50
about
11:50
the
11:51
fact
11:51
that
11:51
the
11:51
shirt
11:52
is
11:52
the
11:52
wrong
11:52
size.
11:53
So
11:53
if
11:53
you
11:53
come,
11:53
if
11:53
you
11:54
go
11:54
to
11:54
someone
11:54
and
11:54
ask
11:54
for
11:55
a
11:55
solution,
11:55
well,
11:56
that's
11:56
a
11:56
request
11:56
for
11:56
an
11:57
accountability.
11:57
And
11:58
if
11:58
you
11:58
can
11:58
solve
11:59
that
11:59
issue,
12:00
then
12:00
it's
12:00
your
12:00
responsibility
12:01
to
12:01
do
12:01
so.
12:03
There's
12:04
a
12:04
few
12:04
myths
12:04
about
12:05
complaining.
12:06
One
12:06
of
12:06
them
12:06
is
12:07
that
12:07
it's
12:07
all
12:07
going
12:08
to
12:08
be
12:08
Pollyanna
12:08
ish
12:09
if
12:09
you
12:09
don't
12:09
complain.
12:10
If
12:10
you
12:10
stop
12:10
complaining,
12:11
you're
12:11
just
12:11
going
12:11
to
12:11
be
12:11
Pollyanna
12:12
and
12:12
it's
12:13
all
12:13
just
12:13
positive
12:13
thinking.
12:14
Positive
12:14
thinking.
12:14
Well,
12:14
it
12:15
is.
12:15
It
12:15
is
12:15
positive
12:16
thinking.
12:16
It's
12:17
not
12:17
just
12:17
Pollyanna
12:17
ish,
12:18
It
12:18
is
12:18
positive
12:19
thinking.
12:19
Because
12:19
the
12:20
idea
12:20
of
12:20
positive
12:21
is
12:21
positive
12:21
is
12:21
what's
12:22
present
12:22
and
12:22
negative
12:23
is
12:23
what's
12:23
missing.
12:24
Positive
12:25
literally
12:25
means
12:25
what
12:26
is
12:26
present
12:26
and
12:27
negative
12:27
means
12:27
there's
12:28
nothing
12:28
there.
12:29
It's
12:29
what's
12:29
missing.
12:30
So
12:30
it
12:30
is
12:30
positive
12:31
thinking,
12:31
but
12:31
it's
12:31
not
12:32
all
12:32
Pollyanna
12:32
ish.
12:34
Also,
12:34
if
12:34
we're
12:34
complaint
12:35
free,
12:35
if
12:35
we
12:35
don't
12:36
complain,
12:36
we're
12:36
just
12:36
going
12:36
to
12:36
be
12:37
a
12:37
doormat.
12:37
Well,
12:38
going
12:38
back
12:38
to
12:38
the
12:38
last
12:38
slide,
12:39
we
12:39
realize
12:40
that
12:40
it's
12:40
okay
12:41
to
12:41
express
12:42
something
12:42
to
12:42
someone
12:42
who
12:42
can
12:43
solve
12:43
our
12:43
problem
12:44
if
12:44
they
12:44
can,
12:44
if
12:45
they
12:45
can
12:45
solve
12:45
our
12:45
problem,
12:46
well,
12:46
that's
12:46
okay.
12:46
You're
12:47
not
12:47
going
12:47
to
12:47
be
12:47
a
12:47
doormat.
12:48
Who
12:49
the
12:49
doormat
12:49
is.
12:50
Those
12:50
are
12:50
the
12:50
people
12:51
that
12:51
are
12:51
out
12:51
there
12:52
just
12:52
complaining
12:52
and
12:53
complaining
12:53
and
12:53
complaining
12:54
and
12:54
complaining
12:55
and
12:55
not
12:55
doing
12:55
anything
12:56
about
12:56
their
12:56
problems.
12:57
They're
12:57
the
12:57
doormat.
12:58
They're
12:58
letting
12:58
the
12:59
world
12:59
walk
12:59
all
12:59
over
12:59
them.
13:00
They're
13:00
not
13:00
expressing
13:01
it
13:01
to
13:01
people
13:01
who
13:01
can
13:02
solve
13:02
their
13:02
problem.
13:03
They're
13:03
just
13:03
laying
13:03
there
13:03
and
13:04
letting
13:04
it.
13:04
Letting
13:04
it
13:05
happen
13:05
to
13:05
them.
13:05
Those
13:06
people
13:06
are
13:06
the
13:06
doormats.
13:07
And
13:07
finally,
13:08
venting.
13:09
Often
13:09
people
13:09
think
13:10
that
13:10
venting
13:10
is
13:10
a
13:11
good
13:11
thing.
13:11
And
13:12
this
13:12
is
13:12
interesting.
13:13
We
13:13
all
13:14
love
13:14
the
13:14
idea
13:14
that
13:15
I
13:15
just
13:15
need
13:15
to
13:15
vent.
13:15
I
13:15
just
13:16
need
13:16
to
13:16
get
13:16
it
13:16
out.
13:16
I
13:16
just
13:16
need
13:17
to
13:17
tell
13:17
someone.
13:18
There
13:18
was
13:18
a
13:18
scientific
13:19
study
13:19
done
13:19
where
13:20
they
13:20
took
13:20
a
13:20
bunch
13:20
of
13:20
college
13:21
students
13:21
and
13:21
they
13:21
put
13:21
them
13:22
in
13:22
the
13:22
rooms.
13:22
You
13:22
know,
13:22
they're
13:22
testing
13:23
on
13:23
college
13:23
students.
13:24
They
13:24
always
13:24
do
13:24
that.
13:25
And
13:25
they
13:25
had
13:26
them
13:26
write
13:26
an
13:26
essay,
13:27
and
13:27
then
13:27
they
13:27
brought
13:27
the
13:28
essay
13:28
back
13:28
a
13:28
few
13:28
minutes
13:29
later.
13:29
And
13:29
on
13:29
the
13:30
essay,
13:30
they
13:30
graded
13:31
it
13:31
as
13:31
an
13:31
F.
13:32
Or
13:32
they
13:32
said,
13:33
this
13:33
is
13:33
a
13:33
terrible
13:34
essay.
13:34
They
13:34
put
13:34
all
13:34
these
13:35
things
13:35
on
13:35
it
13:35
and
13:35
made
13:35
the
13:35
people
13:36
very
13:36
angry
13:36
because
13:36
this
13:37
essay
13:37
was
13:37
really
13:38
meaningful
13:38
to
13:38
them.
13:38
They
13:38
asked
13:38
them
13:38
to
13:39
write
13:39
something
13:39
very
13:39
meaningful
13:40
and
13:40
purposeful
13:41
to
13:41
them.
13:41
And
13:41
so
13:41
to
13:42
have
13:42
that
13:42
twisted
13:43
in
13:43
that
13:43
way
13:43
made
13:44
them
13:44
very
13:44
angry.
13:45
And
13:45
they
13:45
said,
13:45
here's
13:45
what
13:46
I
13:46
want
13:46
you
13:46
to
13:46
do.
13:46
They
13:46
took
13:46
half
13:46
the
13:47
group
13:47
and
13:47
they
13:47
said,
13:48
we
13:48
want
13:48
you
13:48
to
13:48
take
13:48
this
13:49
pillow.
13:49
I
13:49
want
13:49
you
13:49
to
13:50
vent
13:50
all
13:50
of
13:50
your
13:50
anger
13:51
into
13:51
this
13:51
pillow.
13:51
Slam
13:52
the
13:52
pillow,
13:53
beat
13:53
the
13:53
pillow,
13:54
bite
13:54
the
13:54
pillow,
13:54
whatever
13:54
you
13:54
want
13:55
to
13:55
do.
13:55
Get
13:55
your
13:55
anger
13:56
out
13:56
into
13:56
the
13:56
pillow.
13:57
To
13:57
the
13:57
other
13:58
half,
13:58
they
13:58
said,
13:58
we
13:58
want
13:59
you
13:59
just
13:59
to
13:59
sit
13:59
there
13:59
with
13:59
your
14:00
feelings.
14:00
Just
14:00
sit
14:01
there
14:01
with
14:01
your
14:01
feelings
14:02
and
14:02
feel
14:02
your
14:02
feelings
14:03
of
14:03
anger
14:04
at
14:04
the
14:04
person
14:04
who
14:05
judged
14:05
you
14:05
so
14:05
harshly.
14:06
Just
14:07
sit
14:07
there
14:07
and
14:09
feel
14:09
your
14:09
feelings.
14:10
Then
14:11
they
14:11
came
14:11
back
14:11
a
14:11
while
14:12
later
14:12
and
14:12
they
14:12
said,
14:13
I'll
14:13
tell
14:13
you
14:13
what,
14:14
I
14:14
don't
14:14
normally
14:15
do
14:15
this,
14:16
but
14:16
the
14:17
next
14:17
phase
14:17
of
14:17
this
14:17
for
14:17
someone
14:18
else
14:18
over
14:18
there
14:18
is
14:19
the
14:19
person
14:19
who
14:19
graded
14:20
your
14:20
test.
14:20
They
14:21
have
14:21
to
14:21
drink
14:21
hot
14:22
sauce.
14:23
That's
14:23
what
14:23
we're
14:23
going
14:23
to
14:23
be
14:23
doing
14:24
to
14:24
them.
14:24
And
14:24
I'm
14:25
going
14:25
to
14:25
let
14:26
you
14:27
fill
14:27
the
14:27
hot
14:27
sauce
14:28
cup.
14:29
You
14:29
can
14:29
fill
14:29
it
14:29
as
14:29
full
14:30
as
14:30
you
14:30
want,
14:30
doesn't
14:31
matter.
14:31
And
14:31
I'll
14:31
make
14:31
them
14:31
drink
14:32
it.
14:32
I
14:32
can
14:32
do
14:32
that.
14:33
The
14:33
people
14:34
who
14:34
vented
14:35
filled
14:35
the
14:35
cup
14:36
two
14:36
to
14:36
three
14:37
times
14:37
more
14:38
than
14:38
the
14:38
people
14:39
who
14:39
just
14:39
sat
14:40
with
14:40
their
14:40
feelings.
14:41
They
14:41
wanted
14:42
them
14:42
to
14:42
drink
14:42
that
14:42
hot
14:43
sauce,
14:43
and
14:43
they
14:43
wanted
14:43
to
14:43
drink.
14:44
To
14:44
drink
14:44
the
14:44
whole
14:45
bottle.
14:45
They
14:45
wanted
14:45
to
14:45
get
14:45
back
14:46
at
14:46
them.
14:46
This
14:46
is
14:47
a
14:47
study
14:47
that
14:47
came
14:47
out
14:47
of
14:47
the
14:48
University
14:48
of
14:48
Ohio,
14:48
and
14:49
it's
14:49
absolutely
14:49
true.
14:50
So
14:50
when
14:50
you
14:50
think
14:50
about
14:50
that,
14:51
you
14:51
think
14:51
about
14:52
that.
14:52
When
14:52
we
14:52
vent,
14:53
we're
14:53
fueling
14:54
that
14:54
fire.
14:55
We're
14:55
waiting
14:55
for
14:55
somebody
14:56
to
14:56
validate
14:57
those
14:57
feelings
14:57
and
14:57
to
14:58
get
14:58
us
14:58
all
14:58
hyped
14:58
up
14:58
and
14:59
get
14:59
us
14:59
feeling
14:59
it
14:59
even
15:00
more.
15:00
But
15:00
when
15:00
we
15:01
sit
15:01
and
15:01
we
15:01
calmly
15:02
assess
15:02
the
15:02
feelings.
15:02
We
15:03
feel
15:03
the
15:03
feelings.
15:04
We
15:04
work
15:05
through
15:05
it.
15:05
That's
15:05
what
15:05
we
15:05
do
15:06
as
15:06
human
15:06
beings,
15:06
as
15:07
adults.
15:07
We
15:07
work
15:07
through
15:08
those
15:08
feelings.
15:09
And
15:09
that's
15:09
the
15:09
other
15:09
thing.
15:10
Sometimes
15:10
when
15:11
people
15:11
come
15:11
to
15:11
you
15:11
and
15:12
they're
15:12
seems
15:12
like
15:13
they're
15:13
complaining
15:13
and
15:13
they
15:14
may
15:14
have
15:14
something
15:15
about
15:15
that
15:15
shirt,
15:15
they're
15:16
coming
15:16
with
15:16
the
15:16
shirt
15:16
and
15:16
they're
15:17
angry
15:17
and
15:17
they're
15:17
stomping
15:18
their
15:18
feet
15:18
and
15:18
saying,
15:18
this
15:18
shirt,
15:19
it
15:19
didn't
15:20
fit,
15:20
it's
15:20
the
15:20
wrong
15:21
size.
15:21
And
15:21
they're
15:21
just
15:22
angry
15:22
about
15:22
it.
15:23
Well,
15:23
those
15:23
people,
15:24
when
15:24
they
15:24
were
15:24
children,
15:25
they
15:26
learned
15:26
that
15:27
if
15:27
they
15:28
stomped
15:28
their
15:28
feet
15:28
or
15:29
gnash
15:29
their
15:29
teeth
15:29
or
15:30
they're
15:30
angry.
15:30
Well,
15:31
that's
15:31
when
15:31
things
15:31
started
15:32
to
15:32
change.
15:32
That's
15:32
what
15:32
their
15:32
parents
15:33
taught
15:33
them.
15:33
They
15:34
had
15:34
to
15:34
complain
15:35
in
15:35
an
15:35
angry
15:36
way.
15:36
They
15:36
had
15:37
to
15:37
get
15:37
that
15:37
request
15:37
for
15:37
accountability
15:38
in
15:38
an
15:38
angry
15:39
way
15:39
and
15:39
smash
15:40
and
15:40
gnash
15:40
and
15:40
all
15:41
those
15:41
sorts
15:41
of
15:41
things.
15:42
Had
15:42
to
15:42
do
15:42
that
15:43
to
15:43
get
15:43
their
15:43
way.
15:44
So
15:44
instead
15:45
of
15:45
looking
15:45
at
15:45
them
15:45
as
15:45
a,
15:46
as
15:46
an
15:46
angry
15:47
complainer,
15:47
try
15:48
to
15:48
look
15:48
at
15:48
them
15:48
as
15:48
a
15:48
wounded
15:49
child
15:49
because
15:50
that's
15:50
really
15:50
what
15:50
they
15:50
are.
15:51
They're
15:51
suffering
15:52
and
15:53
we
15:53
can
15:53
offer
15:53
them
15:53
some
15:54
compassion.
15:54
It's
15:55
very
15:55
simple.
15:56
Eckhart
15:57
Tolle
15:58
said
15:58
complaining
15:59
is
15:59
not
15:59
to
15:59
be
15:59
confused
16:00
with
16:00
informing
16:00
someone
16:01
of
16:01
a
16:01
mistake
16:01
or
16:02
deficiency
16:02
so
16:03
that
16:03
it
16:03
can
16:03
be
16:03
put
16:03
right.
16:04
And
16:05
to
16:05
refrain
16:05
from
16:05
complaining
16:06
doesn't
16:06
necessarily
16:07
mean
16:07
putting
16:07
up
16:07
with
16:08
bad
16:08
quality
16:08
or
16:09
bad
16:09
behavior.
16:12
There
16:12
is
16:13
no
16:13
ego
16:13
in
16:14
telling
16:14
the
16:14
waiter
16:14
your
16:14
soup
16:15
is
16:15
cold
16:15
and
16:15
needs
16:16
to
16:16
be
16:16
heated
16:16
up.
16:17
If
16:17
you
16:17
stick
16:17
to
16:17
the
16:18
facts,
16:18
which
16:19
are
16:19
always
16:20
neutral.
16:21
That
16:21
neutral
16:21
word
16:22
is
16:22
very
16:22
important.
16:23
We
16:23
stick
16:23
to
16:24
the
16:24
facts
16:24
because
16:24
they're
16:25
always
16:25
neutral.
16:26
Facts
16:26
are
16:26
neutral.
16:27
There's
16:27
no
16:28
value
16:28
statement
16:29
in
16:29
facts.
16:30
How
16:30
dare
16:31
you
16:31
serve
16:31
me
16:31
cold
16:32
soup.
16:33
Now
16:33
that's
16:33
complaining.
16:34
And
16:34
that's
16:34
what
16:35
we're
16:35
talking
16:35
about,
16:35
right?
16:36
If
16:36
I
16:36
came
16:36
in
16:36
with
16:37
that
16:37
shirt
16:37
in
16:37
your
16:37
shop
16:38
and
16:38
I
16:38
said
16:38
this
16:39
shirt
16:39
here
16:39
is
16:40
the
16:40
wrong
16:40
size
16:41
and
16:41
it
16:41
doesn't
16:41
fit,
16:42
why
16:42
would
16:42
you
16:42
do
16:42
that
16:43
to
16:43
me?
16:43
You've
16:43
ruined
16:44
everything
16:44
you've
16:45
ruined.
16:45
That's
16:46
complaining.
16:47
That's
16:47
typically
16:48
where
16:48
complaining
16:48
lives.
16:49
When
16:49
I
16:49
make
16:49
it
16:49
about
16:49
me,
16:50
me
16:50
and
16:50
me
16:51
and
16:51
more
16:51
about
16:51
me
16:51
and
16:51
me.
16:52
And
16:52
we
16:52
know
16:52
that's
16:52
a
16:53
danger
16:53
that
16:53
we're
16:53
all
16:54
experiencing
16:54
in
16:54
society.
16:55
We're
16:55
dealing
16:56
with
16:56
a
16:56
self
16:56
centered
16:57
society.
16:57
Now
16:57
everybody
16:58
wants
16:58
to
16:58
talk
16:58
about
16:58
themselves
16:59
and
16:59
look
16:59
at
16:59
me
16:59
and
17:00
look
17:00
at
17:00
me
17:00
and
17:00
look
17:00
at
17:00
me.
17:01
So
17:02
we
17:02
struggle
17:02
with
17:02
this
17:02
a
17:02
little
17:02
bit
17:03
more
17:03
frequently
17:04
than
17:04
we
17:04
used
17:04
to,
17:04
but
17:04
we're
17:05
seeing
17:05
it
17:05
more
17:05
and
17:05
more.
17:07
Complaining,
17:08
complaining
17:09
costs
17:09
money.
17:10
This
17:11
is
17:11
one
17:11
of
17:11
those
17:11
things
17:11
that
17:12
is
17:13
fascinating
17:13
to
17:13
me.
17:13
Because
17:14
we're
17:15
all
17:15
struggling
17:15
to
17:16
hire
17:16
good
17:16
talent,
17:17
retain
17:17
good
17:18
talent,
17:19
hire
17:19
good
17:19
people.
17:20
They're
17:20
just,
17:21
you
17:21
know,
17:21
they
17:21
don't
17:21
stick
17:22
around.
17:22
They
17:23
often
17:23
jump
17:23
from
17:23
job
17:23
to
17:24
job.
17:24
And
17:25
what
17:25
often
17:26
happens,
17:26
you
17:26
see
17:27
this
17:27
in
17:27
a
17:27
lot
17:27
of
17:27
businesses
17:27
and
17:28
a
17:28
lot
17:28
of
17:28
studies
17:28
is
17:29
you'll
17:29
see
17:29
that
17:30
all
17:30
the
17:30
good
17:31
people
17:32
are
17:32
in
17:32
there
17:32
with
17:32
all
17:33
the
17:33
complainers
17:34
and
17:34
all
17:34
the
17:34
Debbie
17:35
Downers
17:35
and
17:36
all
17:36
the
17:36
Eeyores.
17:37
And
17:37
when
17:38
they're
17:38
in
17:38
there
17:38
with
17:38
them,
17:38
they're
17:39
getting
17:39
dragged
17:39
down
17:40
and
17:40
they
17:40
don't
17:40
want
17:40
to
17:40
stick
17:41
around
17:41
in
17:41
that
17:41
environment.
17:42
They
17:42
don't
17:42
want
17:42
to
17:42
be
17:42
in
17:42
an
17:42
environment
17:43
where
17:43
people
17:43
are
17:43
constantly
17:44
dragging
17:44
the
17:44
business
17:44
down
17:45
and
17:45
talking
17:45
bad
17:45
about
17:45
the
17:46
business
17:46
or
17:46
talking
17:46
bad
17:46
about
17:47
the
17:47
customers
17:47
or
17:48
those
17:48
sorts
17:48
of
17:49
things.
17:49
They
17:49
want
17:49
to
17:49
go
17:50
find
17:50
a
17:50
place
17:50
where
17:50
they
17:50
can
17:50
be
17:51
happy
17:51
and
17:51
they
17:51
can
17:52
go
17:52
to
17:52
work
17:52
and
17:52
they
17:52
enjoy
17:53
it
17:53
because
17:53
we
17:53
spend
17:53
a
17:53
lot
17:53
of
17:54
time
17:54
at
17:54
work.
17:54
So
17:55
they
17:55
leave.
17:55
And
17:55
so
17:55
that
17:56
ends
17:56
up
17:56
costing
17:56
us
17:56
money.
17:57
More
17:57
job
17:57
searches,
17:58
more
17:58
training
17:58
time.
17:59
It's
17:59
a
18:00
big
18:00
time
18:00
or
18:01
big
18:01
time
18:01
suck
18:01
and
18:02
financial
18:02
suck
18:03
into
18:03
a
18:03
business.
18:04
So
18:04
complaining
18:05
costs
18:05
money.
18:06
It's
18:06
also
18:06
a
18:07
competitive
18:07
sport.
18:08
We
18:08
all
18:09
know
18:09
this.
18:09
If
18:10
a
18:10
guy
18:10
comes
18:10
in,
18:11
into
18:11
your
18:11
shop,
18:11
let's
18:12
say
18:12
a
18:12
guy
18:12
comes
18:12
into
18:12
your
18:12
shop
18:12
and
18:13
he's
18:13
limping
18:13
and
18:13
you
18:13
say,
18:14
what
18:14
happened?
18:14
He
18:15
said,
18:15
well,
18:15
I
18:15
stubbed
18:15
my
18:16
toe
18:16
and
18:16
it
18:17
really
18:17
hurts.
18:18
Somebody
18:18
else
18:18
says,
18:19
oh,
18:19
that's
18:20
nothing.
18:20
I
18:20
tripped
18:21
going
18:21
down
18:21
the
18:21
hallway
18:21
the
18:22
other
18:22
day
18:22
and
18:22
my
18:23
foot
18:23
was
18:23
so
18:24
black
18:24
and
18:24
blue
18:24
I
18:25
had
18:25
to
18:25
be
18:25
on
18:25
crutches
18:25
for
18:26
three
18:26
weeks.
18:27
And
18:27
you
18:27
hear
18:27
another
18:27
customer
18:28
from
18:28
the
18:28
back
18:28
of
18:28
the
18:28
store
18:29
and
18:29
he
18:29
says,
18:29
that's
18:30
nothing.
18:30
My
18:31
grandfather
18:31
tripped
18:31
down
18:32
the
18:32
stairs,
18:32
hit
18:33
his
18:33
head
18:33
and
18:33
he
18:33
died.
18:33
Died,
18:35
right.
18:36
That's
18:36
what
18:36
happens.
18:37
We
18:37
go
18:37
in
18:38
order
18:38
of
18:38
severity.
18:39
It
18:39
wouldn't
18:40
make
18:40
any
18:40
sense
18:40
if
18:40
somebody
18:41
came
18:41
in
18:41
and
18:41
they
18:41
were
18:42
all
18:42
moping
18:42
and
18:42
trying
18:43
to
18:43
buy
18:43
a
18:43
shirt
18:43
or
18:44
some
18:44
cowboy
18:44
boots.
18:44
And
18:45
they
18:46
said,
18:46
oh.
18:47
And
18:47
you're
18:47
like,
18:47
what's
18:48
wrong?
18:48
My
18:48
grandfather
18:49
died.
18:49
And
18:50
somebody
18:50
across
18:50
the
18:50
store
18:50
goes,
18:51
that's
18:51
nothing.
18:51
I
18:52
stubbed
18:52
my
18:52
toe
18:53
last
18:53
night.
18:55
It
18:55
doesn't
18:55
work
18:55
like
18:56
that.
18:56
Complaining
18:57
builds
18:57
on
18:57
order
18:58
of
18:58
severity.
18:59
That's
18:59
how
18:59
it
18:59
goes.
19:01
It
19:01
keeps
19:01
the
19:02
focus
19:02
on
19:02
the
19:03
problem.
19:03
Nothing
19:04
expresses
19:04
this
19:05
more
19:05
than
19:06
this
19:06
story
19:06
here.
19:07
There
19:07
were
19:07
two
19:08
guys
19:08
and
19:08
there
19:08
were
19:08
construction
19:09
workers.
19:09
They
19:09
were
19:09
sitting
19:10
down,
19:10
having
19:10
a
19:10
couple
19:10
of
19:11
sandwiches.
19:12
One
19:12
of
19:12
the
19:12
guys
19:13
opens
19:13
up
19:13
his
19:13
lunchbox
19:14
and
19:14
he
19:14
starts
19:14
eating
19:14
his
19:15
sandwich.
19:15
The
19:15
other
19:16
guy
19:16
comes
19:16
and
19:16
sits
19:16
down.
19:17
He
19:17
opens
19:17
his
19:17
lunch
19:17
box
19:18
and
19:18
he
19:18
looks
19:18
at
19:18
it.
19:20
Meatloaf.
19:21
I
19:22
hate
19:22
meatloaf.
19:24
Yeah.
19:25
Starts
19:25
to
19:25
eat
19:26
the
19:26
sandwich.
19:26
The
19:26
other
19:26
guy
19:27
just
19:27
shrugs.
19:28
The
19:28
next
19:28
day,
19:29
they're
19:29
sitting
19:29
down.
19:30
Well,
19:30
first
19:30
one
19:30
opens
19:31
his
19:31
lunchbox,
19:31
start
19:31
eating
19:32
his
19:32
sandwich,
19:32
chips,
19:33
you
19:33
know,
19:33
having
19:33
a
19:33
drink
19:33
and
19:33
all
19:34
that
19:34
kind
19:34
of
19:34
stuff.
19:34
The
19:34
other
19:35
guy
19:35
comes
19:35
back
19:35
over,
19:35
sits
19:36
down,
19:36
opens
19:36
his
19:36
lunchbox.
19:37
There
19:37
it
19:37
is
19:37
again.
19:38
A
19:38
meatloaf
19:39
sandwich.
19:41
Why
19:41
is
19:41
it
19:41
always
19:42
meatloaf?
19:42
I
19:43
hate
19:43
meatloaf.
19:46
And
19:46
he
19:46
sits
19:46
down
19:47
and
19:47
eats
19:47
the
19:48
sandwich.
19:49
The
19:49
next
19:49
day,
19:50
first
19:50
guy
19:51
comes,
19:51
sits
19:51
down,
19:51
opens
19:52
his
19:52
lunch,
19:52
starts
19:52
eating
19:52
a
19:52
sandwich,
19:53
having
19:53
lunch.
19:54
Second
19:54
guy
19:54
comes
19:55
over,
19:55
sits
19:55
down
19:56
again,
19:56
opens
19:56
his
19:56
lunchbox.
19:57
There
19:57
again,
19:59
meatloaf.
20:00
Why
20:01
is
20:01
it
20:01
always
20:01
meatloaf?
20:02
I
20:02
want
20:03
something
20:03
different.
20:04
Ah,
20:05
Always
20:05
a
20:05
meatloaf
20:06
sandwich.
20:07
He
20:07
takes
20:07
the
20:07
sandwich,
20:08
throws
20:08
it
20:08
on
20:08
the
20:09
ground,
20:09
stomps
20:09
on
20:10
it.
20:10
Why
20:11
can't
20:11
I
20:11
get
20:11
something
20:12
else?
20:13
The
20:13
other
20:13
guy
20:13
looks
20:14
at
20:14
him
20:14
and
20:14
says,
20:14
why
20:15
don't
20:15
you
20:15
ask
20:15
your
20:15
wife
20:16
to
20:16
make
20:16
you
20:16
something
20:17
else?
20:18
Second
20:19
guy
20:19
goes,
20:19
because
20:20
I
20:20
make
20:20
my
20:20
own
20:21
lunch.
20:23
If
20:24
you
20:24
hear
20:24
nothing
20:24
else
20:25
today,
20:25
know
20:26
this.
20:26
You
20:26
make
20:27
your
20:27
own
20:27
lunch
20:28
every
20:28
day
20:29
with
20:29
the
20:29
thoughts
20:29
you
20:30
have
20:30
and
20:30
the
20:30
intentions
20:31
that
20:31
you
20:31
make.
20:32
You
20:32
make
20:32
your
20:33
own
20:33
lunch
20:34
all
20:34
day
20:34
with
20:35
everything
20:35
that
20:35
you
20:35
say
20:36
and
20:36
everything
20:36
that
20:36
you
20:36
do.
20:37
It's
20:37
a
20:37
very
20:38
important
20:38
lesson.
20:38
So
20:39
it
20:39
keeps
20:39
the
20:39
focus
20:40
on
20:40
the
20:40
problem.
20:40
We
20:40
focus
20:40
on
20:41
the
20:41
problem.
20:41
We
20:41
just
20:41
keep
20:41
complaining
20:42
about
20:42
it
20:42
and
20:42
don't
20:43
do
20:43
anything
20:43
about
20:43
it.
20:43
That
20:44
man
20:44
was
20:44
perfectly
20:44
capable
20:45
of
20:45
making
20:45
something
20:45
other
20:45
than
20:46
meatloaf,
20:46
just
20:46
like
20:47
most
20:47
of
20:47
us
20:47
are
20:47
perfectly
20:48
capable
20:48
of
20:48
making
20:48
something
20:49
good
20:49
out
20:49
of
20:49
our
20:49
lives.
20:51
It
20:51
damages
20:52
our
20:52
health.
20:53
This
20:53
is
20:53
an
20:53
interesting
20:53
study.
20:54
There
20:54
was
20:54
a
20:54
study
20:55
done
20:55
where
20:55
they
20:55
put
20:56
a
20:56
man
20:56
in
20:56
an
20:56
MRI
20:57
machine,
20:58
and
20:58
the
20:58
man
20:58
was
20:58
laying
20:58
in
20:58
the
20:59
MRI
20:59
machine,
20:59
and
20:59
they
20:59
had
21:00
somebody
21:00
else
21:00
on
21:00
the
21:00
other
21:00
side
21:01
of
21:01
the
21:01
wall,
21:01
and
21:01
they
21:02
said,
21:02
what
21:02
we
21:02
want
21:02
you
21:02
to
21:03
do
21:03
is
21:03
complain
21:03
at
21:03
this
21:04
person.
21:04
I
21:04
want
21:04
you
21:04
to
21:05
complain,
21:05
complain,
21:05
complain.
21:06
And
21:06
while
21:06
the
21:06
man
21:07
is
21:07
laying
21:07
in
21:07
the
21:07
MRI
21:07
machine,
21:08
he's
21:08
going
21:08
to
21:08
be
21:08
listening
21:08
to
21:09
your
21:09
complaints.
21:10
So
21:10
he
21:10
did.
21:11
The
21:11
man
21:11
laid
21:11
in
21:11
the
21:11
MRI
21:12
machine.
21:12
The
21:13
man
21:13
complained,
21:13
complained,
21:14
complained.
21:15
And
21:15
after
21:15
about
21:15
30
21:16
minutes,
21:16
they
21:16
started
21:16
to
21:16
notice
21:17
that
21:17
the
21:17
person
21:17
in
21:17
the
21:17
MRI
21:18
machine
21:18
that
21:19
their
21:19
gray
21:19
matter
21:20
in
21:20
their
21:20
brain
21:20
and
21:20
their
21:21
hippocampus
21:22
started
21:22
to
21:22
shrink.
21:23
And
21:23
the
21:23
hippocampus
21:24
is
21:24
responsible
21:25
for
21:25
all
21:25
creative
21:26
thought
21:26
and
21:26
problem
21:27
solving.
21:28
So
21:28
after
21:28
about
21:28
30
21:29
minutes,
21:29
that
21:29
hippocampus
21:30
starts
21:30
shrinking
21:31
because
21:31
this
21:31
man
21:32
is
21:32
complaining
21:32
to
21:32
him.
21:32
Because
21:33
under
21:33
stress,
21:34
our
21:34
cortisol
21:35
levels
21:35
rise.
21:36
Under
21:37
hearing
21:38
complaints,
21:38
our
21:38
cortisol
21:39
levels
21:39
rise
21:42
vast
21:42
amounts.
21:43
It's
21:43
incredible.
21:44
There's
21:44
all
21:44
kinds
21:44
of
21:44
studies
21:45
about
21:45
this
21:45
cortisol,
21:46
this
21:46
stress
21:47
hormone
21:47
being
21:47
pumped
21:48
into
21:48
us
21:49
by
21:49
our
21:49
bodies
21:49
when
21:50
we
21:50
feel
21:50
the
21:50
stress
21:51
of
21:51
someone
21:51
complaining
21:52
to
21:52
us.
21:52
And
21:52
cortisol
21:53
and
21:53
stress
21:54
has
21:54
all
21:55
sorts
21:55
of
21:55
physical
21:55
Damages,
21:56
diabetes,
21:56
heart
21:57
disease.
21:57
All
21:57
kinds
21:58
of
21:58
things
21:58
can
21:58
happen
21:59
to
21:59
you
21:59
from
21:59
living
21:59
in
21:59
our
22:00
life
22:00
of
22:00
cortisol,
22:01
not
22:02
the
22:02
least
22:02
of
22:02
which
22:03
we're
22:03
talking
22:03
about
22:03
with
22:04
the
22:05
hippocampus.
22:06
So
22:06
when
22:06
the
22:06
hippocampus
22:07
shrinks
22:07
and
22:07
we
22:07
can't
22:07
think
22:08
clearly,
22:08
we're
22:08
under
22:09
stress,
22:09
we're
22:09
having
22:09
heart
22:10
problems
22:10
and
22:10
all
22:10
these
22:11
other
22:11
problems
22:12
because
22:12
we're
22:12
under
22:12
stress,
22:13
well,
22:13
that
22:13
damages
22:14
our
22:14
health.
22:15
So
22:15
all
22:15
that
22:15
complaining
22:16
coming
22:16
into
22:16
our
22:16
brains,
22:17
well,
22:18
you
22:18
know,
22:18
from
22:18
other
22:18
people
22:19
using
22:19
our
22:19
ears
22:20
as
22:20
a
22:20
dumpster,
22:21
that
22:21
damages
22:21
our
22:21
health.
22:22
That's
22:23
not
22:23
just
22:23
something,
22:24
you
22:24
know,
22:24
fanatical.
22:25
That
22:25
is,
22:26
like
22:26
genuine.
22:27
And
22:27
so
22:28
they
22:28
asked
22:28
the
22:28
same
22:28
person
22:29
in
22:29
the
22:29
MRI
22:29
machine,
22:30
they
22:30
asked
22:30
him
22:30
to
22:30
complain.
22:30
They
22:31
said,
22:31
we
22:31
want
22:31
you
22:31
to
22:31
lay
22:31
here,
22:31
want
22:32
you
22:32
to
22:32
complain,
22:33
Complain
22:33
to
22:33
yourself,
22:33
complain
22:34
about
22:34
your
22:34
kids,
22:34
complain
22:35
about
22:35
your
22:35
job,
22:35
complain
22:35
about
22:36
anything.
22:36
So
22:37
he
22:37
did.
22:37
And
22:38
they
22:38
saw
22:38
the
22:38
exact
22:39
same
22:39
result.
22:39
After
22:40
about
22:40
30
22:40
minutes,
22:41
the
22:41
exact
22:41
same
22:42
result.
22:42
After
22:42
about
22:42
30
22:43
minutes,
22:43
his
22:44
hippocampus
22:44
started
22:45
to
22:45
shrink.
22:46
So
22:46
it
22:47
limits
22:47
our
22:47
abilities
22:48
to
22:48
think
22:48
clearly.
22:49
It
22:49
increases
22:49
our
22:50
cortisol.
22:50
And
22:50
cortisol
22:50
is
22:51
like
22:51
one
22:51
of
22:51
those
22:51
things.
22:51
You've
22:52
all
22:52
felt
22:52
it,
22:52
that
22:53
stress
22:53
feeling.
22:53
It's
22:54
like
22:54
when
22:54
you
22:54
put
22:54
your
22:54
car
22:54
in
22:55
neutral
22:55
and
22:55
you
22:55
press
22:55
on
22:55
the
22:56
gas
22:56
and
22:56
the
22:56
car
22:57
is
22:57
revving
22:57
up
22:57
and
22:57
revving
22:58
up
22:58
and
22:58
revving
22:58
up,
22:59
but
22:59
it's
22:59
not
22:59
going
23:00
anywhere.
23:00
That
23:01
car
23:01
is
23:01
just
23:01
going
23:01
to
23:01
sit
23:02
there.
23:02
Well,
23:03
that's
23:03
what
23:03
happens
23:03
when
23:04
your
23:04
cortisol
23:04
is
23:04
up.
23:05
And
23:05
that's
23:05
what
23:05
happens
23:05
when
23:05
people
23:06
complain.
23:06
We
23:07
start
23:07
to
23:07
feel
23:07
those
23:07
feelings.
23:09
It
23:09
destroys
23:10
relationships.
23:11
If
23:11
you
23:11
think
23:11
about
23:11
this,
23:12
when
23:12
someone
23:13
comes
23:13
home
23:13
every
23:13
day,
23:14
the
23:14
first
23:14
thing
23:14
you
23:15
ask
23:15
them
23:15
is,
23:16
how
23:16
was
23:16
your
23:16
day?
23:17
And
23:17
they
23:17
immediately
23:18
start
23:18
listing
23:19
all
23:19
of
23:19
the
23:19
complaints.
23:20
And
23:20
when
23:20
they
23:21
start
23:21
listing
23:21
all
23:21
those
23:21
complaints,
23:22
it
23:22
starts
23:22
dragging
23:23
us
23:23
down.
23:24
We
23:24
start
23:24
to
23:24
take
23:24
them
23:25
on,
23:25
we
23:25
start
23:25
to
23:25
feel
23:25
all
23:26
those
23:26
feelings.
23:27
We
23:27
problem
23:27
solve
23:28
for
23:28
them
23:28
or
23:29
we
23:29
lament
23:29
for
23:30
them.
23:30
We
23:30
start
23:30
to
23:30
feel
23:31
all
23:31
these
23:31
negative
23:31
feelings.
23:32
What
23:32
would
23:33
happen
23:33
if,
23:33
when
23:33
someone
23:34
came
23:34
home,
23:35
if
23:35
we
23:36
just
23:36
started,
23:37
you
23:37
know,
23:37
asking
23:37
them,
23:38
how
23:38
was
23:38
your
23:39
day?
23:39
Would
23:39
tell
23:39
me
23:39
something
23:40
good
23:40
that
23:40
happened.
23:41
Tell
23:41
me
23:41
something
23:41
good
23:42
that
23:42
happened
23:42
today.
23:43
What
23:43
was
23:43
amazing?
23:44
What
23:44
was
23:44
surprising?
23:45
What
23:45
if
23:45
that
23:45
was
23:45
the
23:45
first
23:46
thing
23:46
that
23:46
came
23:46
out
23:46
of
23:46
our
23:46
mouths?
23:47
Well,
23:48
we'd
23:48
start
23:48
to
23:48
hear
23:48
something
23:48
uplifting.
23:49
We
23:50
would
23:50
start
23:50
to
23:50
feel
23:50
better.
23:51
We'd
23:51
start
23:51
to
23:51
feel
23:51
open.
23:52
We'd
23:52
feel
23:52
more
23:52
connected
23:53
to
23:53
the
23:53
other
23:53
person.
23:54
That's
23:54
what
23:54
happens
23:55
when
23:55
we're
23:55
living
23:55
a
23:55
life
23:55
of
23:56
gratitude,
23:56
more
23:57
focused
23:57
on
23:57
the
23:57
positive
23:58
and
23:58
not
23:59
just
23:59
the
23:59
negative.
24:00
So
24:00
it
24:01
destroys
24:01
relationships.
24:01
It's
24:02
also
24:02
one
24:02
of
24:02
those
24:02
things,
24:02
if
24:02
you
24:03
think
24:03
about,
24:04
you
24:04
go
24:04
to
24:05
singles
24:05
nights
24:06
or
24:06
sorry,
24:06
ladies
24:07
nights,
24:07
or
24:08
you
24:08
hang
24:08
out
24:08
around
24:09
a
24:09
bar,
24:09
you
24:09
hear
24:10
men
24:10
complaining
24:10
about
24:11
their
24:11
spouses
24:11
or
24:11
women
24:12
complaining
24:12
about
24:12
their
24:12
spouses
24:13
and
24:13
saying
24:13
all
24:14
these
24:14
things
24:14
about
24:14
their
24:14
spouses,
24:15
and
24:15
then
24:15
they
24:15
go
24:15
home
24:16
to
24:16
those
24:16
same
24:17
spouses,
24:17
and
24:17
no
24:17
wonder,
24:18
they
24:18
walk
24:18
in
24:18
the
24:18
front
24:18
door
24:19
and
24:19
they
24:19
feel
24:19
negatively
24:20
about
24:20
those
24:20
people.
24:20
They
24:21
just
24:21
spent
24:21
two
24:21
or
24:21
three
24:21
hours
24:22
complaining
24:22
to
24:22
their
24:22
friends,
24:23
guys
24:23
complaining
24:23
to
24:23
the
24:24
other
24:24
guy
24:24
down
24:24
the
24:24
bar,
24:25
my
24:25
wife
24:25
this,
24:25
my
24:25
wife
24:26
that.
24:26
Women
24:26
complain
24:27
to
24:27
their
24:27
girlfriends
24:28
about
24:28
this,
24:28
about
24:29
that.
24:29
They
24:29
go
24:29
home
24:29
and
24:30
they
24:30
go
24:30
to
24:30
their
24:30
spouse
24:31
and
24:31
they
24:31
complain
24:32
at
24:33
them.
24:33
Look
24:33
at
24:33
what
24:33
you
24:34
did
24:34
to
24:34
me.
24:34
And
24:34
they
24:34
have
24:34
all
24:35
those
24:35
complaints
24:35
ready
24:35
to
24:36
go
24:36
locked
24:36
and
24:36
loaded
24:37
because
24:38
they
24:38
just
24:38
left
24:38
the
24:38
bar
24:38
and
24:39
primed
24:39
the
24:39
pump.
24:40
Destroys
24:41
relationships.
24:43
The
24:44
greatest
24:44
gift
24:44
you
24:44
can
24:44
give
24:45
someone
24:45
else
24:45
is
24:45
the
24:45
gift
24:46
of
24:46
your
24:46
own
24:46
happiness.
24:49
That's
24:49
a
24:49
good
24:49
one.
24:50
Write
24:50
that
24:50
down
24:51
if
24:51
you
24:51
can,
24:51
because
24:51
that's
24:52
one
24:52
of
24:52
my
24:52
favorite
24:52
phrases
24:53
right
24:53
there.
24:53
The
24:53
greatest
24:53
gift
24:54
you
24:54
can
24:54
give
24:54
someone
24:54
is
24:54
a
24:54
gift
24:55
of
24:55
your
24:55
own
24:55
happiness.
24:56
Because
24:56
then
24:56
you're
24:57
not
24:57
a
24:57
burden.
24:58
You're
24:58
not
24:58
a
24:58
burden
24:59
on
24:59
that
24:59
other
24:59
person.
25:00
If
25:00
you
25:00
can
25:00
be
25:01
happy,
25:01
if
25:01
you
25:01
can
25:01
find
25:01
a
25:01
way
25:01
to
25:02
be
25:02
happy,
25:02
whatever
25:02
that
25:03
takes,
25:03
there's
25:03
lots
25:03
of
25:03
ways
25:04
to
25:04
resolve
25:04
your
25:05
unhappiness.
25:06
But
25:06
if
25:06
you
25:06
can
25:07
become
25:07
happier,
25:08
well,
25:08
then
25:09
the
25:09
people
25:09
around
25:09
you
25:09
will
25:10
feel
25:10
better
25:10
as
25:10
well,
25:11
because
25:11
that
25:11
negativity,
25:12
that
25:12
complaining,
25:13
that
25:13
drags
25:13
everyone
25:13
else
25:14
down.
25:17
We're
25:17
going
25:17
to
25:17
talk
25:18
a
25:18
little
25:18
bit
25:18
about
25:18
why
25:18
people
25:19
complain.
25:20
We
25:20
have
25:20
an
25:20
acronym
25:21
that
25:21
we
25:21
use
25:21
called
25:22
gripe,
25:22
G,
25:23
R,
25:23
I,
25:23
P,
25:23
E.
25:24
And
25:24
I'm
25:24
going
25:24
to
25:24
go
25:25
through
25:25
the
25:25
various
25:25
reasons,
25:25
because
25:26
I'm
25:26
not
25:26
here
25:26
just
25:26
to
25:26
complain
25:27
about
25:27
complaining.
25:28
That's
25:29
not
25:29
what
25:29
we're
25:29
trying
25:29
to
25:30
do.
25:30
We're
25:30
trying
25:31
to
25:31
help
25:31
you
25:32
turn
25:32
these
25:32
complainers
25:33
into
25:33
collaborators.
25:34
And
25:34
here
25:34
is
25:34
where
25:34
I
25:34
give
25:35
you
25:35
the
25:35
special
25:35
sauce.
25:36
This
25:36
is
25:36
the
25:36
secret.
25:37
This
25:37
is
25:37
the
25:37
good
25:38
stuff.
25:38
This
25:38
is
25:38
where
25:38
we
25:39
get
25:39
into
25:40
why
25:40
people
25:40
complain
25:41
and
25:42
how
25:42
they
25:42
complain
25:42
and
25:43
what
25:43
you
25:43
can
25:43
do
25:43
about
25:44
it.
25:44
So
25:44
get
25:44
ready.
25:44
Get
25:45
your
25:45
pencils
25:45
out.
25:47
People
25:47
complain
25:47
to
25:48
get
25:48
attention
25:49
because
25:49
they
25:49
don't
25:50
know
25:50
how
25:50
to
25:50
get
25:50
attention
25:51
otherwise.
25:51
It's
25:51
one
25:52
of
25:52
those
25:52
things
25:52
that
25:52
when
25:52
you're
25:53
standing
25:53
in
25:53
an
25:53
elevator,
25:54
we're
25:54
standing
25:54
there
25:55
for
25:55
a
25:55
minute,
25:55
we're
25:55
okay
25:56
by
25:56
ourselves.
25:56
And
25:56
as
25:57
soon
25:57
as
25:57
somebody
25:57
else
25:57
walks
25:58
in,
25:58
those
25:59
numbers
25:59
become
26:00
real
26:00
important.
26:01
Start
26:02
staring
26:02
at
26:02
them.
26:02
Oh,
26:03
seven,
26:05
eight.
26:07
We
26:07
start
26:07
to
26:07
get
26:07
real
26:08
nervous.
26:08
We
26:08
start
26:08
to
26:08
get
26:09
uncomfortable.
26:09
So
26:09
we
26:09
start
26:10
saying
26:10
things
26:10
like,
26:10
I
26:10
wonder
26:10
if
26:11
those
26:11
Cardinals
26:11
are
26:12
ever
26:12
going
26:12
to
26:12
win
26:12
a
26:12
baseball
26:13
game.
26:13
Or
26:13
wonder
26:14
if
26:14
it's
26:14
ever
26:14
going
26:14
to
26:14
stop
26:15
raining.
26:15
I
26:15
looked
26:15
outside
26:16
and
26:16
looks
26:16
like
26:16
the
26:16
animals
26:17
are
26:17
lining
26:17
up
26:17
two
26:18
by
26:18
two.
26:18
It's
26:18
always
26:18
raining
26:19
so
26:19
bad.
26:19
Ha
26:20
ha.
26:20
All
26:21
that
26:21
stuff.
26:21
We
26:21
complain
26:21
to
26:22
get
26:22
attention
26:22
because
26:22
we
26:23
need
26:23
attention.
26:24
Attention
26:24
is
26:25
a
26:25
human
26:25
need.
26:25
It's
26:26
not.
26:26
Or,
26:26
sorry.
26:26
Attention
26:27
is
26:27
not
26:27
a
26:27
human
26:28
want.
26:28
It
26:28
is
26:28
a
26:28
human
26:29
need.
26:29
We
26:30
need
26:30
attention.
26:31
As
26:31
a
26:31
human
26:32
species,
26:32
we
26:32
survive
26:33
by
26:33
coming
26:34
into
26:35
groups
26:35
together.
26:36
We
26:37
join
26:37
clubs.
26:38
We
26:38
join
26:38
associations
26:39
just
26:39
like
26:39
this
26:39
one
26:40
here,
26:40
because
26:40
we
26:41
need
26:41
that
26:41
attention.
26:41
We
26:42
need
26:42
that
26:42
connection
26:42
with
26:43
another
26:43
human
26:43
being.
26:44
And
26:45
so
26:45
that's
26:45
why
26:45
people
26:45
complain.
26:46
They
26:46
complain
26:47
because
26:47
they
26:47
need
26:47
that
26:48
feeling
26:48
of
26:48
connection
26:49
and
26:49
attention.
26:50
We
26:50
don't
26:50
know
26:50
how
26:50
to
26:51
do
26:51
it
26:51
otherwise.
26:51
We
26:52
just
26:52
kind
26:52
of
26:52
form
26:53
this
26:53
way
26:53
that
26:53
complaining
26:54
has
26:54
become
26:54
the
26:54
dominant
26:55
form
26:55
of
26:55
communication.
26:56
So
26:56
when
26:56
we
26:56
walk
26:57
up
26:57
to
26:57
somebody,
26:57
the
26:57
first
26:57
thing
26:58
we
26:58
start
26:58
doing
26:58
is
26:58
complaining
26:59
to
26:59
them.
26:59
Because
27:00
it's
27:00
so
27:00
standard
27:00
for
27:01
us.
27:01
You
27:01
know,
27:01
it's
27:02
just
27:02
what
27:02
we
27:02
do.
27:03
Or.
27:03
I'm
27:03
fine,
27:04
I'm
27:04
fine.
27:04
Well,
27:04
we
27:05
all
27:05
know
27:05
the
27:05
secret
27:05
behind
27:06
fine,
27:06
right?
27:07
We're
27:07
all
27:07
freaked
27:08
out,
27:08
insecure,
27:08
neurotic,
27:09
and
27:09
emotional.
27:09
That's
27:10
fine,
27:10
you
27:10
know?
27:11
So
27:12
when
27:12
we
27:12
need
27:13
that
27:13
sense
27:13
of
27:14
attention,
27:14
we
27:14
need
27:14
someone
27:14
to
27:15
connect
27:15
with
27:15
us
27:15
on
27:16
a
27:16
deeper
27:16
level.
27:17
So
27:17
when
27:17
someone
27:17
comes
27:17
up
27:18
to
27:18
you
27:18
and
27:18
complains,
27:19
the
27:20
first
27:20
thing
27:20
they
27:20
do,
27:20
when
27:20
they
27:20
complain
27:21
to
27:21
you
27:21
for
27:21
attention,
27:22
to
27:22
get
27:22
attention,
27:23
this
27:23
is
27:23
what
27:23
you
27:23
say
27:24
to
27:24
them.
27:24
You
27:25
say,
27:25
what
27:25
is
27:25
going
27:26
well
27:26
with
27:27
whatever
27:28
you
27:28
ask
27:28
them,
27:28
what's
27:28
going
27:28
well
27:29
with
27:29
your
27:29
life?
27:29
What's
27:29
going
27:30
well
27:30
with
27:30
your
27:30
job?
27:30
What's
27:30
going
27:31
well
27:31
with
27:31
your
27:31
kids?
27:32
What's
27:32
going
27:32
well
27:32
with
27:33
this
27:33
or
27:33
that?
27:34
And
27:34
when
27:34
we
27:34
do,
27:35
when
27:35
we
27:35
ask
27:35
them
27:35
that,
27:35
when
27:35
we
27:36
say,
27:36
what
27:36
is
27:36
going
27:36
well
27:36
with
27:36
these
27:37
things,
27:37
one
27:38
of
27:38
two
27:38
things
27:38
will
27:38
happen.
27:39
Either
27:40
they
27:40
will
27:40
stop
27:41
complaining
27:41
and
27:41
tell
27:41
you
27:42
something
27:42
good
27:42
and
27:42
positive,
27:43
or
27:44
they'll
27:44
realize
27:45
that
27:45
they're
27:45
not
27:45
going
27:45
to
27:45
get
27:45
what
27:45
they
27:45
wanted
27:46
out
27:46
of
27:46
you.
27:46
They're
27:46
not
27:46
going
27:46
to
27:47
get
27:47
that
27:47
chance
27:47
to
27:47
complain
27:48
and
27:48
dump
27:48
on
27:48
you.
27:49
Your
27:49
ear
27:49
is
27:49
not
27:49
a
27:50
dumpster
27:50
for
27:50
them.
27:51
And
27:51
they'll
27:51
go
27:51
find
27:52
someone
27:52
else.
27:53
Either
27:54
way,
27:54
you
27:55
win.
27:56
That's
27:56
right,
27:57
you
27:57
win.
27:58
If
27:58
they
27:58
talk
27:58
about
27:59
something
27:59
positive,
27:59
you
28:00
get
28:00
uplifted.
28:00
And
28:00
if
28:01
they
28:01
go
28:01
find
28:01
someone
28:01
else,
28:02
they're
28:02
not
28:02
using
28:02
your
28:02
ear
28:03
as
28:03
a
28:03
dumpster.
28:04
You
28:04
win.
28:05
Doesn't
28:05
work
28:06
all
28:06
the
28:06
time.
28:06
Just
28:07
100%
28:07
of
28:07
the
28:08
time,
28:11
people
28:12
complain
28:12
to
28:13
remove
28:13
responsibility.
28:15
This
28:15
is
28:15
an
28:15
interesting
28:15
one.
28:16
We
28:16
do
28:16
this.
28:17
I
28:17
was
28:18
talking
28:18
about
28:18
those
28:18
performers
28:18
the
28:19
other
28:19
day.
28:19
We
28:19
do
28:19
these
28:22
evaluations
28:23
and
28:23
things.
28:23
We
28:23
work
28:23
with
28:23
our
28:24
performers.
28:24
And
28:24
this
28:24
one
28:25
performer
28:26
often
28:26
would
28:27
complain
28:27
about
28:27
circumstances
28:28
before
28:28
they
28:28
would
28:29
even
28:29
get
28:29
into
28:30
the
28:30
event.
28:31
They
28:31
would
28:31
have.
28:31
They'd
28:32
be,
28:32
like,
28:32
talking
28:33
about
28:33
the
28:34
situation
28:34
that
28:34
they
28:34
were
28:34
going
28:35
into
28:35
as
28:36
if
28:36
they
28:36
were
28:36
not
28:36
going
28:37
to
28:37
be
28:37
successful.
28:37
They
28:38
were
28:38
preparing
28:38
us
28:39
for
28:39
their
28:39
inevitable
28:40
failure.
28:41
And
28:41
so
28:41
they
28:41
would
28:41
come
28:42
up
28:42
with
28:42
all
28:42
sorts
28:42
of
28:42
excuses
28:43
and
28:43
complain
28:43
about
28:43
the
28:44
situation
28:44
to
28:45
keep
28:45
them
28:46
from
28:46
being
28:47
successful.
28:48
Because
28:48
people
28:48
complain
28:49
to
28:49
remove
28:49
responsibility
28:50
from
28:50
the
28:50
fact
28:50
that
28:50
they
28:51
may
28:51
not
28:51
do
28:51
well.
28:52
They
28:53
often
28:53
say
28:53
this
28:53
phrase,
28:54
you
28:54
know,
28:54
I
28:54
would
28:55
love
28:55
to
28:55
do
28:55
that,
28:56
but.
28:57
And
28:57
it's
28:57
always
28:58
that.
28:58
But
28:58
that's
28:58
the
28:58
erasure
28:59
word.
28:59
It
28:59
erases
29:00
everything
29:00
that
29:00
comes
29:00
before
29:01
it.
29:01
But
29:02
I'd
29:02
love
29:02
to
29:03
do
29:03
that,
29:03
but.
29:04
But
29:04
I
29:04
can't
29:05
because
29:05
the.
29:05
It's
29:06
too
29:06
wet.
29:06
I
29:07
can't
29:07
because
29:08
I'm
29:08
not,
29:09
you
29:09
know,
29:09
I
29:10
don't
29:10
have
29:10
the
29:10
right
29:10
shoes.
29:11
I
29:11
can't
29:11
because
29:12
of
29:12
this,
29:12
I
29:12
can't
29:12
because
29:12
of
29:12
that.
29:13
But.
29:14
And
29:15
you
29:15
don't
29:15
want
29:15
to.
29:15
But
29:15
because
29:15
you
29:16
want
29:16
them
29:16
to
29:16
do
29:16
this,
29:16
they
29:17
want
29:17
to
29:17
get
29:17
off
29:17
the
29:17
hook,
29:18
but
29:18
you
29:18
want
29:18
to
29:19
keep
29:19
them
29:19
on
29:19
the
29:19
hook.
29:20
You
29:20
want
29:20
them
29:20
to
29:20
do
29:21
this,
29:21
you
29:21
have
29:21
a
29:21
project
29:22
for
29:22
them,
29:22
you
29:22
have
29:22
something
29:22
you
29:23
want
29:23
them
29:23
to
29:23
get
29:23
done
29:24
and
29:24
they
29:24
want
29:24
to
29:24
get
29:24
out
29:25
of
29:25
it
29:25
somehow,
29:25
some
29:26
way.
29:26
And
29:26
so
29:26
they
29:26
complain
29:27
about
29:27
all
29:27
the
29:27
circumstances
29:28
surrounding
29:28
your
29:29
asking.
29:31
Here's
29:31
how
29:31
you
29:31
get
29:31
around
29:31
it.
29:33
You
29:33
say
29:33
to
29:33
them,
29:33
if
29:34
it
29:34
were
29:34
possible,
29:35
how
29:35
might
29:35
you
29:35
do
29:36
it?
29:36
And
29:36
the
29:37
key
29:37
phrase
29:37
in
29:37
that
29:37
is,
29:38
how
29:38
might
29:38
you
29:39
do
29:39
it?
29:39
Not
29:40
me,
29:41
you.
29:41
How
29:42
might
29:42
you
29:42
do
29:42
it?
29:43
If
29:43
it
29:43
were
29:44
possible,
29:44
how
29:45
might
29:45
you
29:45
do
29:46
it?
29:46
How
29:46
might
29:47
you
29:47
solve
29:47
this
29:48
problem?
29:48
How
29:48
might
29:48
you
29:49
stack
29:49
those
29:49
boxes?
29:50
How
29:50
might
29:50
you
29:51
do
29:51
whatever.
29:52
How
29:52
might
29:52
you
29:52
do
29:53
it?
29:53
Because
29:53
then
29:54
now
29:55
we're
29:55
in
29:55
a
29:55
problem
29:55
solving,
29:56
now
29:56
we're
29:56
in
29:56
the
29:56
present,
29:57
now
29:57
we're
29:57
looking
29:58
at
29:58
what
29:58
we
29:58
can
29:59
do
29:59
to
29:59
actually
29:59
solve
29:59
this
30:00
problem.
30:00
So
30:00
we
30:01
say,
30:01
if
30:01
it
30:01
were
30:02
possible,
30:02
how
30:03
might
30:03
you
30:03
do
30:03
it?
30:04
There's
30:04
no
30:04
arguing
30:05
that.
30:07
And
30:07
if
30:07
they
30:07
need
30:08
some
30:08
guidance
30:08
on
30:09
solving
30:09
that,
30:09
and
30:09
sometimes
30:09
they
30:10
do,
30:10
it's
30:10
okay.
30:11
Sometimes
30:11
they
30:11
need
30:11
a
30:12
little
30:12
bit
30:12
of
30:12
guidance
30:12
and
30:12
some
30:12
nudging
30:13
in
30:13
the
30:13
right
30:13
direction.
30:14
And
30:14
you
30:14
also
30:14
don't
30:15
want
30:15
them
30:15
to
30:15
do
30:15
it
30:15
poorly.
30:16
But
30:16
that's
30:17
our
30:17
responsibility.
30:18
Our
30:18
responsibility,
30:19
you
30:19
know,
30:20
is
30:20
to
30:20
help
30:21
them
30:21
get
30:21
there.
30:23
People
30:23
complain
30:24
to
30:24
inspire
30:25
envy.
30:25
This
30:26
is
30:26
the
30:26
complaint.
30:27
Brag,
30:27
people
30:28
complaining,
30:29
bragging.
30:29
And
30:30
it's,
30:30
it's
30:31
kind
30:31
of
30:31
funny.
30:31
I
30:31
have
30:31
a
30:32
friend,
30:32
we
30:33
grew
30:33
up
30:33
in
30:33
a
30:33
neighborhood
30:33
that
30:34
wasn't.
30:34
We
30:35
didn't
30:35
have
30:35
a
30:35
lot,
30:35
you
30:35
know,
30:35
it
30:35
was
30:36
a
30:36
lower,
30:36
lower
30:36
middle
30:37
class
30:37
families,
30:38
factory
30:39
workers,
30:39
things
30:39
like
30:39
that.
30:39
We
30:40
grew
30:40
up
30:41
in
30:41
a
30:41
rough
30:41
neighborhood.
30:42
A
30:42
friend
30:42
of
30:42
mine
30:42
and
30:43
I
30:43
and
30:44
Stevie
30:44
came
30:45
home
30:45
one
30:45
day.
30:46
He
30:46
was
30:46
living
30:46
in
30:46
Colorado.
30:47
He
30:47
did
30:47
really
30:47
well
30:48
for
30:48
himself.
30:48
He's
30:49
did
30:50
really
30:50
well
30:50
for
30:50
himself
30:51
financially.
30:52
And
30:52
he
30:52
came
30:52
to
30:53
visit
30:53
St.
30:53
Louis
30:54
where
30:54
I'm
30:54
from.
30:54
And
30:55
we
30:55
sat
30:55
down
30:55
and
30:56
we're
30:56
in
30:56
a
30:56
coffee
30:56
shop
30:57
and
30:58
we
30:58
were
30:58
just
30:58
talking,
30:58
shooting
30:59
the
30:59
breeze.
30:59
I
30:59
hadn't
30:59
seen
31:00
him
31:00
in
31:00
a
31:00
long
31:00
time.
31:00
He's
31:00
doing
31:01
really
31:01
well.
31:01
And
31:02
out
31:02
of
31:02
his
31:03
bag
31:03
he
31:03
pulls
31:04
a
31:04
dog
31:04
leash.
31:05
And
31:06
it
31:06
was
31:06
just
31:06
kind
31:06
of
31:07
a
31:07
rubbery,
31:08
you
31:08
know,
31:08
one
31:09
of
31:09
those
31:09
rope
31:10
dog
31:10
leashes
31:10
with
31:10
a
31:11
rubbery
31:11
handle
31:11
type
31:11
thing.
31:12
And
31:12
he
31:12
sets
31:12
it
31:12
down
31:13
and
31:13
he
31:13
goes,
31:14
you
31:14
know,
31:15
you'd
31:15
think
31:15
if
31:15
you
31:15
bought
31:15
a
31:16
five
31:16
thousand
31:16
dollar
31:17
dog,
31:17
they'd
31:18
give
31:18
you
31:18
a
31:18
better
31:18
leash
31:18
than
31:19
this
31:19
piece
31:19
of
31:19
junk.
31:21
And
31:21
I
31:21
was
31:21
like,
31:24
where's
31:24
the
31:24
dog?
31:25
You
31:25
know,
31:27
he
31:27
didn't
31:27
bring
31:28
the
31:28
dog.
31:28
The
31:29
dog
31:29
was
31:29
back
31:30
in
31:30
Colorado
31:30
where
31:30
he
31:30
was
31:30
living,
31:31
and
31:32
here
31:32
he
31:32
traveled
31:33
all
31:33
this
31:33
way
31:34
just
31:34
to
31:34
drop
31:35
that
31:35
dog
31:35
leash
31:36
on
31:36
the
31:37
table.
31:37
What
31:38
he
31:38
was
31:38
really
31:39
saying
31:39
was,
31:39
what
31:39
he
31:40
was
31:40
really
31:40
saying
31:42
was
31:42
that,
31:42
you
31:43
know,
31:43
I
31:43
bought
31:43
a
31:43
$5,000
31:44
dog.
31:45
That's
31:45
it.
31:45
He
31:45
wanted
31:46
to
31:46
flex
31:46
that
31:46
he
31:47
had
31:47
bought
31:47
a
31:47
$5,000
31:48
dog.
31:49
And,
31:49
you
31:49
know,
31:49
he
31:50
did
31:50
it
31:50
through
31:50
complaining.
31:51
We
31:51
complain
31:52
to
31:53
make
31:53
ourselves
31:53
appear
31:54
superior
31:54
to
31:55
other
31:55
people.
31:56
Children
31:56
do
31:56
this.
31:57
Children
31:57
often
31:58
do
31:58
this.
31:58
If
31:58
you
31:58
have
31:58
two
31:59
children,
32:00
I
32:00
hear
32:00
this
32:00
often,
32:01
where
32:01
you
32:01
have
32:02
two
32:02
children,
32:03
one
32:03
is
32:03
usually
32:03
the
32:03
clean
32:04
one
32:04
and
32:04
one
32:04
is
32:04
usually
32:04
the
32:05
messy
32:05
one.
32:05
And
32:05
they'll
32:06
complain
32:06
about
32:06
each
32:06
other.
32:07
The
32:07
one
32:08
will
32:08
say,
32:08
why
32:08
is
32:08
he
32:08
always
32:09
so
32:09
messy?
32:09
And
32:10
he
32:10
always
32:10
gets
32:10
to
32:10
be
32:11
messy
32:11
and
32:11
so
32:11
on
32:11
and
32:12
so
32:12
forth.
32:13
And
32:13
what
32:13
they're
32:13
really
32:13
saying
32:13
is,
32:14
look
32:14
at
32:14
me,
32:15
I'm
32:15
clean.
32:16
Look
32:16
at
32:16
me,
32:16
I'm
32:17
clean.
32:17
You
32:18
know,
32:18
I'm
32:18
the
32:18
clean
32:18
one.
32:18
I
32:18
clean
32:19
my
32:19
room,
32:20
I
32:20
do
32:20
the
32:20
dishes.
32:20
I'm
32:21
the
32:21
clean
32:21
one.
32:21
That's
32:22
really
32:22
what
32:22
they're
32:22
trying
32:22
to
32:22
say.
32:22
They're
32:23
trying
32:23
to
32:23
get
32:23
that
32:23
attention
32:24
we
32:24
were
32:24
talking
32:24
about
32:24
before
32:26
by
32:27
appearing
32:27
superior
32:28
to
32:28
other
32:28
people.
32:29
So
32:29
instead
32:29
of
32:30
feeding
32:30
the
32:30
fuel
32:30
of
32:31
their
32:31
complaints,
32:32
this
32:32
is
32:32
what
32:32
you
32:33
do.
32:33
You
32:33
complement
32:33
the
32:34
opposite.
32:35
I
32:35
love
32:35
that
32:35
you
32:36
always
32:36
keep
32:36
your
32:36
room
32:37
clean.
32:37
I
32:38
love
32:38
that
32:38
you
32:38
always
32:38
do
32:38
the
32:38
dishes.
32:39
That's
32:39
really
32:40
great.
32:40
You
32:40
know,
32:41
if
32:41
you're
32:41
having
32:41
staff
32:41
meetings
32:42
all
32:42
the
32:42
time
32:42
and
32:42
there's
32:42
always
32:43
somebody
32:43
who's
32:43
leading
32:43
the
32:43
staff
32:44
meetings
32:44
or
32:44
whatever,
32:44
and
32:45
they're
32:45
saying,
32:46
well,
32:46
we
32:46
could
32:46
start,
32:47
but
32:47
Janet's
32:47
not
32:48
here
32:48
yet.
32:49
What
32:49
he's
32:49
really
32:49
saying
32:50
is,
32:50
I'm
32:50
always
32:50
on
32:51
time.
32:52
So
32:52
you
32:52
say,
32:52
tom,
32:53
I
32:53
love
32:53
that
32:53
you're
32:53
always
32:54
on
32:54
time.
32:55
We
32:55
complement
32:56
the
32:56
opposite.
32:56
We
32:56
reframe
32:57
it
32:57
into
32:57
a
32:57
positive.
32:58
We
32:58
flip
32:59
the
32:59
script
32:59
on
32:59
them.
33:00
It
33:00
works
33:01
every
33:01
time.
33:03
People
33:03
complain
33:04
for
33:04
power.
33:05
People
33:05
complain
33:06
for
33:06
power.
33:06
This
33:06
is
33:07
very
33:07
similar
33:07
to
33:08
our
33:09
political
33:09
climate.
33:10
You'll
33:10
often
33:11
see
33:11
people
33:12
try
33:12
to
33:13
get
33:13
you
33:13
angry
33:14
about
33:14
things
33:14
because
33:15
people
33:15
are
33:15
generally
33:15
neutral
33:16
about
33:16
most
33:17
things
33:17
until
33:17
they're
33:17
inflamed.
33:18
And
33:19
that's
33:19
how
33:19
they
33:19
get
33:19
power.
33:19
And
33:19
you'll
33:20
see
33:20
this
33:20
dynamic
33:20
play
33:20
out
33:21
in
33:21
business
33:22
all
33:22
the
33:22
time.
33:23
You'll
33:23
see
33:23
one
33:23
employee
33:24
trying
33:24
to
33:24
get
33:24
another
33:25
employee
33:25
riled
33:25
up,
33:26
either
33:27
against
33:27
management
33:27
or
33:28
against
33:28
a
33:28
customer
33:29
or
33:29
against
33:29
another
33:30
employee.
33:31
They'll
33:31
start
33:32
little
33:32
fiefdoms
33:32
and
33:33
battles
33:33
and
33:33
so
33:33
on
33:33
and
33:34
so
33:34
forth.
33:34
They're
33:35
complaining
33:35
to
33:35
get
33:36
power,
33:36
and
33:37
when
33:37
they
33:37
do
33:38
that,
33:38
they've
33:38
got
33:39
power
33:39
over
33:39
that
33:39
other
33:40
person.
33:40
And
33:40
then
33:40
they
33:40
can
33:41
start
33:41
a
33:41
little
33:41
army
33:42
and
33:42
then
33:42
you've
33:42
got
33:42
a
33:42
real
33:43
HR
33:44
issue.
33:45
So
33:46
what
33:46
happens
33:46
is
33:47
they
33:47
want
33:47
to
33:47
enrage
33:48
and
33:48
engage.
33:49
This
33:49
is
33:49
very
33:49
much.
33:50
The
33:50
news
33:50
media
33:50
does
33:51
this
33:51
a
33:51
lot.
33:52
You
33:52
know,
33:52
they'll
33:53
say,
33:53
is
33:53
your
33:54
toaster
33:54
killing
33:54
you?
33:55
Find
33:55
out
33:55
in
33:56
five
33:56
minutes
33:56
when
33:56
you
33:57
come
33:57
back.
33:57
Well,
33:58
we
33:58
all
33:58
know
33:59
that
33:59
the
34:00
toaster
34:00
is
34:00
not
34:01
trying
34:01
to
34:01
kill
34:01
you.
34:01
They're
34:01
just
34:02
trying
34:02
to
34:02
get
34:02
you
34:02
enraged
34:02
and
34:02
engaged
34:03
because
34:03
they
34:03
know
34:03
that
34:03
you're
34:03
going
34:03
to
34:03
stick
34:04
around
34:04
to
34:04
find
34:04
out.
34:05
Or
34:05
social
34:06
media.
34:07
Social
34:07
media
34:08
companies
34:08
have
34:08
figured
34:08
out
34:09
that
34:09
if
34:10
you
34:10
love
34:10
horses,
34:11
they'll
34:11
show
34:11
you
34:11
pictures
34:11
of
34:12
horses
34:12
and
34:12
more
34:12
pictures
34:13
of
34:13
horses
34:13
and
34:13
more
34:14
posts
34:14
about
34:14
horses.
34:14
But
34:15
then
34:15
they'll
34:15
slip
34:15
in
34:15
something
34:16
that
34:16
makes
34:16
you
34:16
a
34:16
little
34:16
bit
34:16
angry,
34:17
and
34:17
then
34:17
they've
34:17
got
34:17
your
34:18
attention.
34:18
And
34:19
then
34:19
you
34:19
engage
34:19
and
34:20
you
34:20
engage
34:20
and
34:20
you
34:20
engage,
34:21
and
34:21
then
34:21
time
34:22
goes
34:22
by
34:22
and
34:22
then
34:22
they
34:22
give
34:22
you
34:23
more
34:23
horses.
34:24
More
34:24
horses
34:24
and
34:24
more
34:25
whatever
34:25
enrages
34:25
you.
34:26
More
34:26
of
34:26
what
34:26
enrages
34:27
you.
34:27
And
34:27
then
34:27
they've
34:28
got
34:28
you
34:28
stuck
34:28
around
34:28
and
34:29
then
34:29
you're
34:29
like
34:29
four
34:29
hours
34:29
later,
34:30
where
34:30
did
34:30
my
34:30
time
34:31
go?
34:32
That's
34:32
what
34:32
they
34:32
do.
34:32
That's
34:33
how
34:33
they
34:33
get
34:33
us.
34:33
They
34:33
keep
34:34
us
34:34
engaged
34:35
by
34:35
getting
34:35
us
34:35
enraged.
34:37
So
34:38
here's
34:38
what
34:38
you
34:38
do,
34:39
especially
34:39
when
34:39
you've
34:39
got
34:39
two
34:40
employees
34:40
or
34:41
you've
34:41
got
34:41
two
34:41
people
34:42
that
34:42
are
34:42
having
34:42
issues
34:42
with
34:43
one
34:43
another.
34:44
You
34:44
say
34:45
it
34:45
sounds
34:45
like
34:45
the
34:45
two
34:45
of
34:46
you
34:46
have
34:46
a
34:46
lot
34:46
to
34:46
talk
34:47
about.
34:48
Sounds
34:48
like
34:48
the
34:48
two
34:48
of
34:49
you
34:49
have
34:49
a
34:49
lot
34:50
to
34:50
talk
34:50
about.
34:50
Because
34:51
you
34:51
don't
34:51
want.
34:51
You
34:51
don't
34:51
want
34:51
to
34:51
live
34:52
in
34:52
the
34:52
world
34:52
of
34:52
gossip.
34:53
You
34:53
don't
34:53
want
34:53
to
34:53
listen
34:53
to
34:54
people
34:54
gossip
34:54
about
34:55
things
34:55
and
34:55
all
34:55
that
34:56
sort
34:56
of
34:56
thing.
34:56
You
34:56
want
34:57
to
34:57
stay
34:57
out
34:57
of
34:57
that
34:57
realm.
34:58
You
34:58
don't
34:58
want
34:58
to
34:59
stay
34:59
in
34:59
drama
34:59
land.
34:59
You
35:00
don't
35:00
want
35:00
to
35:00
feed
35:00
drama
35:01
land.
35:01
So
35:01
you
35:01
say
35:02
it
35:02
sounds
35:02
like
35:02
the
35:02
two
35:02
of
35:03
you
35:03
have
35:03
a
35:03
lot
35:03
to
35:03
talk
35:04
about.
35:04
Why
35:04
don't
35:04
I
35:04
schedule
35:05
a
35:05
meeting?
35:05
I'll
35:05
bring
35:05
lunch.
35:06
I'll
35:06
set
35:06
up
35:06
a
35:07
room
35:07
for
35:07
you.
35:07
You
35:07
can
35:07
have
35:07
the
35:07
conference
35:08
room.
35:08
The
35:08
two
35:08
of
35:08
you
35:08
can
35:08
sit
35:09
in
35:09
there
35:09
and
35:09
hash
35:10
this
35:10
out
35:11
instead
35:11
of
35:11
just
35:12
bringing
35:12
everybody
35:13
else
35:13
in.
35:13
All
35:13
this
35:14
and
35:14
all
35:14
this
35:14
drama.
35:14
Sounds
35:15
like
35:15
there's
35:15
a
35:15
problem
35:15
here.
35:16
Why
35:16
don't
35:16
you
35:16
two
35:16
solve
35:16
it
35:17
together?
35:17
Let
35:18
me
35:18
know
35:18
the
35:18
result
35:19
if
35:19
you
35:19
need
35:19
me
35:19
to
35:19
mediate.
35:20
I
35:20
can
35:20
mediate,
35:20
but
35:20
it
35:20
sounds
35:21
like
35:21
the
35:21
two
35:21
of
35:21
you
35:21
have
35:21
a
35:22
problem
35:22
and
35:22
you
35:23
need
35:23
to
35:23
solve
35:23
that,
35:24
putting
35:24
it
35:24
back
35:25
on
35:25
them
35:25
to
35:25
solve
35:26
it.
35:26
Because
35:26
otherwise,
35:27
again,
35:27
everyone
35:27
is
35:27
the
35:28
dumpster
35:28
at
35:28
that
35:29
point.
35:29
Everyone's
35:29
walking
35:30
around
35:30
getting
35:30
their
35:31
ears
35:31
dumped
35:31
on
35:32
all
35:32
the
35:32
time,
35:32
and
35:33
nobody
35:33
wants
35:33
that.
35:33
And
35:34
that's
35:34
that
35:34
thing
35:34
we're
35:34
talking
35:34
about
35:35
where
35:35
complaints
35:36
cost
35:36
money.
35:37
This
35:37
is
35:37
a
35:38
key
35:38
factor
35:38
in
35:38
that
35:41
people
35:41
complain
35:42
to
35:42
excuse
35:43
poor
35:43
performance.
35:44
This
35:44
is
35:45
the
35:45
second
35:46
half
35:46
of
35:47
remove
35:47
responsibility.
35:48
So
35:48
you've
35:49
gotten
35:49
them
35:49
to
35:49
do
35:49
what
35:49
you
35:50
wanted
35:50
them
35:50
to
35:50
do,
35:50
and
35:51
it
35:51
didn't
35:51
go
35:51
well,
35:52
and
35:52
that's
35:52
okay.
35:52
Sometimes
35:53
things
35:53
don't
35:53
go
35:54
well.
35:54
We
35:54
have
35:54
to
35:55
know
35:55
when
35:55
things
35:55
don't
35:55
go
35:56
well
35:56
so
35:56
that
35:56
we
35:56
can
35:57
improve.
35:57
We
35:57
know
35:57
that,
35:59
but
35:59
they're
35:59
going
35:59
to
36:00
complain
36:01
because
36:01
they
36:01
want
36:01
to
36:01
excuse
36:02
the
36:02
poor
36:02
performance.
36:03
One
36:03
of
36:03
those
36:03
divas
36:04
I
36:04
was
36:04
telling
36:04
you
36:04
about,
36:04
she
36:05
would
36:05
often
36:05
complain.
36:05
She
36:06
would
36:06
do
36:06
a
36:06
performance
36:06
and
36:07
she
36:07
complained
36:07
about
36:07
the
36:08
audience.
36:08
She
36:08
would
36:08
complain
36:08
about
36:09
the
36:09
circumstances.
36:09
She
36:10
would
36:10
complain
36:10
about
36:11
how
36:11
hot
36:11
it
36:11
was,
36:12
why
36:12
she
36:12
couldn't
36:13
be
36:13
at
36:13
her
36:13
best.
36:14
I
36:14
mean,
36:14
often
36:14
she
36:15
was
36:15
great,
36:16
but
36:16
often
36:17
she
36:17
had
36:17
an
36:17
excuse
36:17
why
36:18
it
36:18
didn't
36:18
go
36:18
as
36:18
well
36:18
as
36:19
she
36:19
thought
36:19
it
36:19
should.
36:20
And
36:20
she
36:20
was
36:20
always
36:21
coming
36:21
up
36:21
with
36:21
all
36:21
of
36:22
these
36:22
reasons
36:22
to
36:22
excuse
36:23
her
36:23
poor
36:23
performance.
36:24
She
36:25
would
36:25
often
36:25
say
36:25
things
36:25
like
36:25
this.
36:26
Don't
36:26
blame
36:26
me.
36:26
Blame
36:27
the
36:27
circumstances.
36:28
Blame
36:28
those
36:29
circumstances,
36:29
because
36:29
it's
36:30
not
36:30
my
36:30
fault.
36:31
It
36:31
was
36:31
like
36:31
me.
36:31
I
36:31
ran
36:31
a
36:32
half
36:32
marathon,
36:33
and
36:33
it
36:33
was
36:33
my
36:34
third
36:34
half
36:35
marathon,
36:36
and
36:36
by
36:36
the
36:36
third
36:36
one,
36:37
I
36:37
thought
36:37
I
36:37
had
36:37
it.
36:37
I
36:38
didn't
36:38
really
36:38
train
36:38
very
36:38
hard.
36:39
I
36:39
didn't
36:39
fuel
36:40
up
36:40
right.
36:40
I
36:40
wasn't
36:41
really
36:41
planning
36:41
it
36:41
very
36:41
well.
36:42
And
36:42
I
36:42
had
36:42
a
36:42
very,
36:43
very,
36:43
very
36:43
bad
36:44
time
36:44
of
36:44
it.
36:44
I
36:44
ended
36:44
up
36:45
on
36:45
the
36:45
ground,
36:46
practically
36:47
choking
36:48
out,
36:48
you
36:49
know,
36:49
And
36:49
I
36:49
had
36:49
a
36:50
policeman
36:50
come
36:50
up
36:50
to
36:50
me,
36:50
are
36:51
you
36:51
okay?
36:51
And
36:51
I
36:51
was,
36:51
like,
36:52
frozen
36:52
on
36:52
the
36:52
ground.
36:53
You
36:53
know,
36:53
I
36:53
had
36:53
hit
36:53
the
36:53
wall,
36:54
and
36:54
I
36:55
just
36:55
didn't
36:55
do
36:55
the
36:55
training.
36:56
It
36:56
was
36:56
my
36:56
fault.
36:56
I
36:56
hadn't
36:57
trained.
36:57
And
36:57
I
36:58
thought
36:58
I
36:58
could
36:58
do
36:58
it
36:58
because
36:58
I'd
36:58
done
36:59
it
36:59
before,
36:59
and
37:00
I
37:00
had
37:00
overconfidence
37:01
in
37:01
it,
37:01
and
37:02
it
37:02
went
37:02
terribly.
37:03
And
37:04
recently,
37:04
this
37:05
past
37:05
October,
37:06
I
37:06
just
37:06
did
37:06
it
37:07
again.
37:07
This
37:07
was
37:07
actually
37:08
last
37:08
year,
37:08
so
37:08
this
37:08
year
37:08
I
37:09
just
37:09
did
37:09
it
37:09
again,
37:10
and
37:10
I
37:11
beat
37:11
my
37:11
time
37:11
by
37:12
over
37:12
30
37:13
minutes
37:13
because
37:13
I
37:13
trained,
37:14
I
37:14
worked
37:14
hard,
37:15
and
37:15
I
37:15
was
37:15
better
37:15
this
37:16
time
37:16
because
37:16
that's
37:16
the
37:17
Thing
37:17
you
37:17
have
37:17
to
37:17
focus
37:17
on
37:18
next
37:18
time,
37:19
not
37:19
this
37:20
time.
37:20
What
37:21
happened,
37:21
happened.
37:22
Let's
37:22
solve
37:23
it
37:23
going
37:23
forward.
37:24
So
37:24
that's
37:24
what
37:25
we
37:25
say
37:25
to
37:25
the
37:25
person,
37:26
how
37:26
do
37:26
you
37:26
plan
37:26
to
37:27
improve
37:27
next
37:28
time?
37:28
We
37:28
focus
37:28
on
37:29
next
37:29
time,
37:30
not
37:30
so
37:30
much
37:30
on
37:31
this
37:31
time
37:31
because
37:32
we
37:32
can't
37:32
solve
37:33
this
37:33
time.
37:33
We
37:33
can't
37:34
solve
37:34
what
37:34
already
37:34
happened.
37:35
So
37:35
we
37:35
can't
37:36
blame,
37:36
we
37:36
can't
37:36
blame
37:37
somebody
37:37
for
37:37
the
37:37
past.
37:38
Instead
37:38
we
37:38
ask
37:39
them,
37:39
how
37:39
do
37:39
you
37:39
plan
37:39
to
37:39
improve
37:40
next
37:40
time?
37:40
What
37:40
do
37:40
you
37:41
plan
37:41
to
37:41
do
37:41
differently
37:42
next
37:42
time?
37:42
What's
37:42
next
37:42
time
37:43
going
37:43
to
37:43
look
37:43
like?
37:44
How
37:44
are
37:44
you
37:44
going
37:44
to
37:44
do
37:44
it
37:45
different?
37:45
I
37:45
don't
37:45
want
37:45
to
37:45
hear
37:46
all
37:46
of
37:46
your
37:46
excuses
37:46
of
37:46
why
37:47
it
37:47
didn't
37:47
work
37:47
last
37:47
time.
37:48
How
37:48
is
37:48
it
37:48
going
37:48
to
37:49
be
37:49
different
37:49
next
37:49
time?
37:50
And
37:50
if
37:50
they
37:50
don't
37:50
have
37:51
an
37:51
answer,
37:51
well,
37:51
then
37:51
you
37:52
have
37:52
to
37:52
have
37:52
a
37:52
deeper
37:53
conversation
37:53
at
37:53
that
37:54
point.
37:54
But
37:55
if
37:55
we
37:55
inspire
37:56
people
37:56
to
37:56
have
37:57
those
37:57
thoughts
37:57
about
37:58
focusing
37:58
on
37:58
next
37:58
time,
37:59
we're
37:59
focusing
38:00
on
38:00
what's
38:00
present
38:00
and
38:01
what's
38:01
working
38:02
and
38:02
not
38:02
on
38:03
what's
38:03
wrong
38:04
and
38:04
what's
38:04
missing.
38:05
And
38:05
that's
38:05
the
38:05
gratitude
38:06
space
38:06
that
38:06
we
38:06
want
38:06
to
38:06
live
38:06
in.
38:06
We
38:07
want
38:07
to
38:07
live
38:07
in
38:07
what's
38:08
present
38:08
and
38:08
what's
38:09
working.
38:09
And
38:10
when
38:10
we're
38:10
looking
38:10
at
38:11
those
38:11
things,
38:11
we
38:11
can
38:12
improve
38:12
what's
38:12
going
38:12
to
38:13
happen
38:13
next
38:13
time.
38:14
So
38:15
there
38:15
you
38:15
have
38:15
it.
38:16
Why
38:16
people
38:17
complain,
38:17
what
38:17
to
38:18
do
38:18
about
38:18
it.
38:18
They
38:19
complain
38:19
to
38:19
get
38:19
attention,
38:20
to
38:20
remove
38:20
responsibility,
38:21
inspire
38:22
envy
38:22
for
38:23
power
38:23
and
38:23
to
38:24
excuse
38:24
poor
38:25
performance.
38:28
And
38:29
that
38:29
is
38:29
my
38:29
presentation.
38:34
Wow,
38:34
Josh.
38:35
I
38:35
just
38:35
have
38:35
to
38:36
say
38:36
that
38:37
resonates
38:37
with
38:37
me
38:38
so
38:38
deeply.
38:39
I
38:39
try
38:39
every
38:40
day
38:40
to
38:40
show
38:40
up
38:41
and
38:41
be
38:41
a
38:41
shining
38:42
light
38:43
for
38:43
others
38:43
and
38:44
avoid
38:45
the
38:45
drama.
38:45
And
38:45
so
38:46
I
38:46
can't
38:46
wait
38:46
to
38:46
apply
38:47
a
38:47
lot
38:47
of
38:47
what
38:48
you
38:48
explained
38:48
today
38:49
to
38:49
my
38:49
own
38:50
professional
38:50
life.
38:51
But
38:51
for
38:52
the
38:52
folks
38:52
that
38:53
are
38:53
a
38:53
part
38:53
of
38:53
the
38:53
association,
38:54
I
38:54
have
38:55
some
38:55
questions
38:56
for
38:56
them
38:57
from
38:57
them
38:58
specifically.
38:58
So
38:59
how
38:59
can
39:00
retail
39:00
managers
39:01
apply
39:02
the
39:02
gripe
39:02
method
39:03
to
39:03
handle
39:03
customer
39:04
complaints
39:04
effectively,
39:05
especially
39:06
in
39:06
the
39:06
fast
39:06
paced
39:07
equine
39:07
retail
39:08
environment
39:09
ahead?
39:09
You
39:09
know,
39:09
we
39:09
have
39:10
Christmas
39:10
really
39:10
around
39:11
the
39:11
corner.
39:11
What
39:11
are,
39:12
what
39:12
are
39:12
some
39:12
tips
39:13
you
39:13
could
39:13
give
39:13
us?
39:15
Often
39:15
it's
39:16
a
39:17
centering,
39:17
I
39:18
think,
39:18
I
39:18
think
39:18
this
39:18
is
39:18
kind
39:18
of
39:19
an
39:19
interesting
39:19
concept.
39:20
We
39:21
talk
39:21
a
39:21
lot
39:21
about
39:22
or
39:22
we
39:22
hear
39:22
a
39:22
lot
39:23
in
39:24
the
39:24
Gallup
39:24
polls
39:25
talk
39:25
about
39:25
this.
39:25
If
39:26
you
39:26
haven't
39:26
looked
39:26
at
39:26
the
39:26
Gallup
39:27
state
39:27
of
39:27
the
39:27
workplace,
39:28
it's
39:28
really
39:29
an
39:29
important
39:29
report
39:30
they
39:30
put
39:30
out
39:30
every
39:30
year.
39:31
The
39:31
Gallup
39:32
Global
39:32
State
39:33
of
39:33
the
39:33
Workplace.
39:33
Yeah,
39:34
they
39:34
do
39:34
the
39:34
report
39:34
every
39:34
year
39:35
and
39:35
it's
39:35
fascinating
39:36
because
39:36
what
39:37
it
39:37
talks
39:37
a
39:37
lot
39:37
about
39:38
is
39:38
people
39:38
don't
39:39
feel
39:39
connected
39:39
to
39:39
one
39:39
another.
39:40
Other
39:40
and
39:41
so
39:41
you
39:41
can't
39:41
stop
39:42
clients
39:43
and
39:44
customers
39:44
from
39:44
complaining.
39:45
They
39:45
are
39:45
going
39:46
to
39:46
complain.
39:46
It's
39:47
going
39:47
to
39:47
come
39:47
at
39:47
you
39:48
and
39:48
it's
39:48
going
39:48
to
39:48
come
39:48
at
39:49
you
39:49
all
39:49
swinging
39:50
arms
39:50
and
39:51
stress.
39:51
And
39:52
we
39:52
all
39:52
know
39:52
what
39:52
it
39:52
feels
39:53
like,
39:53
we
39:53
all
39:53
know
39:53
when
39:53
it
39:54
comes.
39:55
But
39:55
you
39:55
can
39:55
prepare
39:56
yourself
39:57
and
39:57
you
39:57
can
39:57
prepare
39:57
your
39:58
team
39:58
with
39:59
mindfulness.
40:00
And
40:00
if
40:00
you
40:00
spend
40:01
some
40:01
time
40:01
getting
40:01
centered
40:02
and
40:02
you
40:03
have
40:03
some
40:04
release
40:04
valves
40:05
of
40:05
positivity,
40:06
well,
40:07
things
40:07
like
40:08
we
40:08
buy
40:08
our
40:09
team
40:09
dinner
40:09
a
40:10
lot,
40:10
a
40:10
lot
40:10
of
40:10
times
40:11
with
40:11
our
40:11
performers,
40:12
we
40:12
go
40:12
to
40:12
a
40:13
hard
40:13
gig
40:13
and
40:13
we
40:13
all
40:13
know
40:14
we're
40:14
going
40:14
into
40:14
a
40:14
hard
40:14
gig.
40:14
We
40:15
prepare
40:15
as
40:15
much
40:15
as
40:15
we
40:16
can.
40:16
There
40:16
will,
40:16
there
40:16
will
40:17
be
40:17
things
40:17
that
40:17
will
40:17
go
40:17
wrong,
40:18
but
40:18
our
40:19
performers
40:19
know
40:19
at
40:19
the
40:19
end
40:19
of
40:19
it,
40:20
we're
40:20
all
40:20
going
40:20
to
40:20
go
40:20
out
40:20
to
40:20
dinner,
40:21
we're
40:21
going
40:21
to
40:21
laugh
40:21
and
40:21
we're
40:22
going
40:22
to
40:22
focus
40:22
on
40:22
the
40:22
good
40:22
stuff.
40:23
And
40:23
you
40:24
know,
40:24
bringing,
40:24
bringing
40:24
bagels,
40:25
you
40:26
know,
40:26
there's
40:26
nothing
40:26
wrong
40:27
with
40:27
bringing
40:27
bagels
40:27
or
40:28
donuts
40:29
in
40:29
the
40:29
morning,
40:29
you
40:30
know,
40:30
or
40:30
if
40:31
spending
40:31
time.
40:31
I
40:32
have
40:32
a
40:32
friend
40:32
who
40:32
owns
40:33
a
40:33
hair
40:33
salon
40:34
and
40:34
you
40:35
know,
40:35
just
40:35
before
40:35
Thanksgiving,
40:36
everybody's
40:36
going
40:36
to
40:36
be
40:37
going
40:37
home
40:37
for
40:38
Thanksgiving
40:38
and
40:38
those
40:38
hair
40:39
salons
40:39
are
40:39
packed
40:40
to
40:40
the
40:40
gills
40:40
because
40:41
everybody
40:41
wants
40:41
to
40:41
go
40:41
home
40:42
looking
40:42
their
40:43
best.
40:43
And
40:43
so
40:44
these,
40:44
these
40:44
hairdressers
40:45
and
40:45
things,
40:45
they're
40:45
all
40:45
going
40:46
to
40:46
be
40:46
under
40:46
a
40:46
lot
40:46
of
40:47
stress.
40:47
So
40:47
what
40:48
he
40:48
does
40:48
is
40:48
he
40:48
plans
40:49
chair
40:49
massages
40:50
and
40:50
he
40:51
schedules
40:51
them
40:51
so
40:52
there's
40:52
a
40:52
15
40:52
minute
40:53
break
40:53
beyond
40:54
the
40:54
normal
40:55
break
40:55
in
40:55
business.
40:56
And
40:56
he
40:56
knows
40:56
that
40:56
he
40:56
could
40:57
cram
40:57
as
40:57
much
40:57
work
40:57
on
40:58
these
40:58
people
40:58
as
40:58
possible,
40:59
overburden
41:00
their
41:00
schedule.
41:00
But
41:00
he
41:01
also
41:01
knows
41:01
he's
41:01
going
41:01
to
41:01
get
41:01
the
41:02
best
41:02
out
41:02
of
41:02
those
41:02
people
41:03
when
41:03
they
41:03
get
41:03
their
41:04
chair
41:04
massage
41:04
and
41:04
they
41:04
look
41:05
forward
41:05
to
41:05
their
41:05
chair
41:05
massage.
41:06
And
41:07
they
41:07
know
41:07
that
41:07
during
41:07
the
41:07
day
41:08
they've
41:08
got
41:08
that
41:08
chair
41:09
massage
41:09
to
41:09
look
41:09
forward
41:09
to.
41:10
And
41:10
that's
41:10
that
41:10
15
41:11
minutes.
41:11
He
41:11
doesn't
41:11
let
41:12
anybody
41:12
go
41:12
in
41:12
the
41:12
room,
41:13
he
41:13
doesn't
41:13
let
41:13
anybody
41:13
knock
41:13
on
41:13
the
41:14
door.
41:14
That
41:14
is
41:14
their
41:14
15
41:14
minutes
41:15
to
41:15
get
41:16
centered,
41:16
to
41:17
feel
41:17
good
41:17
and
41:18
all
41:18
that
41:18
sort
41:18
of
41:18
thing.
41:18
And
41:19
those
41:19
are
41:19
the
41:19
only
41:19
things
41:20
you
41:20
can
41:20
really
41:20
do
41:20
because
41:21
you're
41:21
not
41:21
going
41:21
to
41:21
be
41:21
able
41:21
to
41:21
change
41:22
the
41:23
environment
41:24
that
41:24
much.
41:24
You're
41:25
not
41:25
going
41:25
to
41:25
change
41:25
customers,
41:26
you
41:26
know,
41:27
and
41:27
customers
41:27
expect
41:28
more
41:28
and
41:28
more
41:28
and
41:29
more
41:29
these
41:29
days.
41:30
And
41:30
there's
41:30
a
41:30
lot
41:30
of
41:31
battle
41:31
that
41:31
retail
41:32
has
41:32
to
41:32
do
41:33
up
41:33
against,
41:33
you
41:34
know,
41:34
the
41:34
Amazons
41:35
and
41:35
the
41:35
order
41:35
onlines
41:36
and
41:36
all
41:36
that
41:36
kind
41:36
of
41:36
stuff.
41:38
So
41:38
you
41:38
have
41:39
to
41:39
work
41:39
on
41:39
being
41:40
present
41:40
and
41:40
sometimes
41:41
that,
41:41
that
41:41
just,
41:41
there's
41:42
a
41:42
method
41:42
that
41:43
you
41:43
can
41:43
do
41:43
with
41:43
just
41:43
Getting
41:44
together
41:44
and
41:44
doing
41:44
pow
41:45
wows
41:45
where
41:46
we
41:46
can
41:46
uplift
41:46
each
41:46
other.
41:47
A
41:47
five
41:48
minute
41:48
group
41:48
chat
41:49
before
41:49
the
41:49
day
41:49
begins,
41:50
but
41:51
focus
41:51
not
41:52
on
41:52
the
41:52
problems
41:52
and
41:53
focus
41:53
not
41:53
on,
41:53
here's
41:53
what
41:53
I
41:53
need
41:54
you
41:54
to
41:54
do,
41:54
and
41:54
I
41:54
need
41:54
you
41:54
to
41:54
do
41:54
that
41:55
just
41:55
on
41:55
getting
41:56
centered,
41:56
having
41:56
a
41:56
laugh,
41:57
bringing
41:57
a
41:58
joke,
41:58
who
41:58
has
41:59
something
41:59
funny
41:59
to
41:59
share,
42:00
who
42:00
has
42:00
something
42:00
positive
42:01
to
42:01
share,
42:01
starting
42:02
a
42:02
little
42:02
chat
42:02
in
42:03
that
42:03
way.
42:03
Then
42:03
we
42:03
start
42:03
our
42:04
day,
42:04
we
42:04
kick
42:04
off
42:04
our
42:04
day
42:04
with
42:05
positivity.
42:05
Not
42:06
let
42:06
me
42:06
shout
42:06
at
42:06
you
42:06
for
42:07
not
42:07
sweeping
42:07
the
42:07
floor
42:07
yesterday
42:08
or
42:08
hey
42:09
guys,
42:09
we
42:09
need
42:09
you
42:09
to
42:09
clock
42:10
in
42:10
on
42:10
your
42:10
time
42:10
cards.
42:11
You
42:11
know,
42:12
those
42:12
kinds
42:12
of
42:12
things.
42:13
Do
42:13
not
42:13
uplift
42:14
those
42:14
kinds
42:15
of
42:15
things.
42:16
You
42:16
know,
42:16
the
42:16
group
42:17
needs
42:17
uplifting
42:18
so
42:18
they're
42:18
armored
42:19
and
42:19
prepared
42:20
to
42:20
go
42:20
into
42:20
battle.
42:21
Because
42:21
battle
42:22
it
42:22
is.
42:23
No
42:24
kidding.
42:24
Especially
42:25
like
42:25
we
42:25
said
42:26
around
42:26
the
42:26
holidays.
42:27
I
42:27
love
42:27
that.
42:28
One
42:29
more
42:29
question
42:29
before
42:30
we
42:30
close.
42:30
As
42:31
a
42:31
former
42:31
retailer,
42:32
what
42:32
are
42:32
your
42:33
top
42:33
recommendations
42:34
for
42:34
boosting
42:34
morale
42:35
in
42:35
small
42:35
retail
42:36
teams
42:36
that
42:36
might
42:37
not
42:37
have
42:37
access
42:38
to
42:38
large
42:38
scale
42:38
training
42:39
or
42:39
resources?
42:39
I
42:40
know
42:40
you
42:40
mentioned
42:41
the
42:41
pow
42:41
wows
42:42
or
42:42
the
42:42
chair
42:42
massages,
42:43
but
42:44
are
42:44
there
42:44
other
42:46
options
42:46
or
42:47
creative
42:47
solutions
42:48
out
42:48
there?
42:49
I
42:49
mean,
42:50
for
42:50
us,
42:51
we
42:52
spend
42:52
a
42:52
lot
42:52
of
42:52
time
42:53
working
42:54
on
42:54
just
42:56
today's
42:57
market.
42:58
We,
42:58
we
42:59
see
42:59
that
43:00
the
43:01
team
43:01
is
43:01
made
43:01
up
43:02
of
43:02
people
43:02
who
43:02
want
43:03
relationships
43:04
with
43:04
the
43:04
people
43:04
that
43:04
they
43:04
work
43:05
with.
43:05
They,
43:06
they
43:06
want
43:07
to
43:07
have
43:08
a
43:08
connection
43:09
to
43:09
the
43:09
people
43:09
that
43:09
they
43:09
work
43:10
with.
43:10
And
43:11
it's,
43:11
it's
43:12
missing
43:12
a
43:12
lot
43:12
of
43:13
times
43:13
because
43:13
we're
43:13
wearing
43:14
through
43:14
the
43:14
pandemic,
43:15
which
43:15
we're
43:15
still
43:15
seeing
43:16
the
43:16
effects
43:16
of.
43:17
We
43:18
lost
43:18
that.
43:19
And
43:19
so
43:20
we
43:20
work
43:20
really
43:20
hard
43:20
to
43:21
build
43:21
a
43:21
community
43:21
with
43:21
people
43:22
because
43:22
we
43:22
find
43:22
that
43:23
young
43:23
people
43:23
today
43:23
are
43:23
not
43:24
as
43:24
money
43:25
motivated.
43:26
They
43:26
don't
43:26
really
43:26
care
43:26
about
43:27
money,
43:28
they
43:28
don't
43:29
care
43:29
as
43:29
much
43:29
about
43:29
prestige,
43:31
but
43:31
they
43:31
do
43:31
care
43:32
about
43:32
the
43:32
people,
43:33
the
43:33
community
43:33
and
43:33
the
43:34
friends
43:34
and
43:34
the
43:35
relationships
43:35
that
43:35
they
43:35
have
43:35
with
43:35
the
43:36
people
43:36
that
43:36
they
43:36
work
43:36
with.
43:37
So
43:37
you
43:37
have
43:37
to
43:37
create
43:38
opportunities
43:38
for
43:39
them
43:39
to
43:39
feel
43:39
that
43:40
success
43:40
of
43:41
more
43:41
friend
43:41
time
43:42
and
43:42
connection
43:42
time
43:43
with
43:43
the
43:43
people
43:44
that
43:44
they
43:44
work
43:44
with
43:44
and
43:45
building
43:45
a
43:45
community.
43:46
And
43:46
we
43:46
used
43:46
to
43:46
talk
43:46
about
43:47
team
43:47
building,
43:47
right?
43:48
Team
43:48
building,
43:49
challenges,
43:49
trust
43:49
falls,
43:50
ropes
43:50
courses,
43:51
all
43:51
that
43:51
kind
43:51
of
43:51
stuff.
43:52
And
43:52
those
43:52
are
43:52
actually
43:52
coming
43:53
back
43:53
quite
43:53
a
43:54
bit
43:54
because
43:54
managers
43:55
don't
43:56
know
43:56
anything
43:56
else.
43:57
They're
43:57
leaning
43:57
on
43:57
those
43:58
old
43:58
chestnuts
43:59
of
43:59
we're
43:59
all
43:59
going
44:00
on
44:00
a
44:00
hike
44:01
and
44:01
you
44:01
can
44:01
read
44:01
the
44:02
Reddit
44:02
subs
44:03
about
44:03
workplaces
44:04
and
44:04
they're
44:04
like,
44:05
why
44:05
did
44:05
my
44:05
manager
44:06
make
44:06
me
44:06
do
44:06
this?
44:07
You
44:07
know,
44:07
you
44:07
can
44:07
read
44:08
all
44:08
these
44:08
things
44:09
and
44:09
it
44:09
doesn't
44:10
have
44:10
to
44:10
be
44:10
a
44:10
ropes
44:11
course.
44:11
It
44:11
can
44:11
be
44:12
as
44:12
simple
44:12
as
44:12
A
44:12
pizza
44:13
party.
44:13
Everybody
44:14
loves
44:14
pizza,
44:15
you
44:15
know,
44:15
but.
44:16
But
44:16
making
44:16
moments.
44:17
So
44:17
we
44:18
do
44:18
monthly
44:19
meetups
44:19
for
44:19
all
44:20
of
44:20
our
44:20
performers,
44:21
and
44:22
they
44:22
all
44:22
get
44:23
together
44:23
and
44:24
we
44:24
do
44:24
what
44:24
they
44:25
want
44:25
to
44:25
do.
44:25
We
44:26
ask
44:26
them,
44:26
what
44:26
do
44:26
you
44:26
guys
44:26
want
44:26
to
44:27
do?
44:27
You
44:27
know,
44:28
and
44:28
we
44:28
help
44:28
them
44:29
make
44:29
that
44:30
happen.
44:30
And
44:30
then
44:30
we
44:31
do
44:31
a
44:31
huge
44:32
Christmas
44:32
party
44:32
and
44:32
things
44:33
like
44:33
that,
44:33
all
44:33
the
44:33
standard
44:33
stuff.
44:34
But
44:34
we
44:35
have
44:35
them
44:35
have
44:35
a
44:35
say
44:36
and
44:36
a
44:36
vote
44:36
and
44:36
a
44:37
way
44:37
in
44:37
where
44:38
I'm
44:38
not
44:38
just
44:38
leading
44:38
the
44:38
charge
44:39
or
44:40
making
44:40
it
44:40
happen,
44:41
because
44:41
then
44:41
they've
44:41
got
44:41
buy
44:42
in,
44:42
they've
44:42
got
44:42
investment.
44:43
And
44:44
I
44:44
listen
44:44
to
44:44
them
44:44
when
44:44
they
44:45
have
44:45
investment
44:45
and
44:45
when
44:46
they
44:46
have
44:46
a
44:46
bad
44:46
idea,
44:47
it's
44:48
okay,
44:48
because
44:49
they're
44:49
going
44:49
to
44:49
have
44:49
bad
44:49
ideas.
44:50
And
44:50
I
44:50
go,
44:51
okay.
44:51
I
44:51
express
44:52
them.
44:52
Why?
44:52
It
44:53
probably
44:53
wouldn't
44:53
work
44:54
now,
44:54
but
44:54
it
44:54
might
44:54
work
44:55
in
44:55
the
44:55
future.
44:55
And
44:55
with
44:55
performers
44:56
you
44:56
can
44:56
imagine,
44:56
we
44:56
have
44:57
pretty
44:57
odd
44:58
and
44:58
interesting
44:58
people
44:59
that
44:59
come
44:59
to
44:59
me
45:00
with
45:00
weird
45:00
things
45:01
all
45:01
the
45:01
time.
45:02
One
45:02
of
45:02
them
45:03
wanted
45:03
to
45:03
do
45:03
ballet
45:05
on
45:05
stilts
45:07
for.
45:08
And
45:08
I'm
45:08
like,
45:08
I
45:08
don't
45:08
have.
45:09
It's
45:09
beautiful.
45:10
But
45:11
I
45:11
don't
45:11
have
45:11
a
45:11
customer
45:11
asking
45:12
me
45:12
for
45:13
ballet
45:13
on
45:13
stilts.
45:14
You
45:14
know,
45:14
they
45:14
don't
45:14
want
45:15
that
45:15
right
45:15
now.
45:16
But
45:16
I'll
45:16
tell
45:17
you
45:17
what,
45:17
when
45:17
they
45:17
do,
45:18
I.
45:18
You
45:18
will
45:18
get
45:18
that
45:19
top
45:19
of
45:19
the
45:20
list.
45:21
You
45:21
will
45:21
get
45:22
that.
45:22
You
45:22
know,
45:23
and.
45:23
And
45:23
just
45:24
if
45:24
I
45:25
come
45:25
at
45:25
it
45:25
with
45:25
that
45:26
kind
45:26
of
45:26
energy
45:27
and
45:27
I
45:27
embrace
45:28
them,
45:28
and
45:28
I
45:28
embrace
45:28
their
45:28
intelligence
45:30
and
45:30
I
45:30
embrace
45:31
them
45:31
with
45:31
empathy,
45:33
you
45:33
know,
45:33
they
45:33
reflect
45:34
that
45:34
back.
45:35
Because
45:35
again,
45:36
this.
45:36
This
45:36
generation,
45:37
the
45:37
people
45:37
that
45:37
are
45:38
upcoming,
45:38
younger
45:39
millennials,
45:39
Gen
45:40
Z,
45:40
they
45:41
don't
45:41
care
45:41
about
45:41
money.
45:42
The
45:42
ones
45:43
that
45:43
we've
45:43
interacted
45:43
with,
45:44
it's
45:44
not
45:44
about
45:44
money
45:44
for
45:45
them.
45:45
It's
45:45
about
45:46
connection
45:46
with
45:46
other
45:46
people
45:47
and
45:47
having
45:47
a
45:47
shared
45:48
experience.
45:48
Because
45:48
they
45:48
read
45:49
a
45:49
lot
45:49
that
45:49
says,
45:50
don't
45:51
work
45:51
to
45:51
live,
45:52
live
45:52
to
45:52
work,
45:52
or
45:53
don't
45:53
live
45:53
to
45:53
work,
45:53
work
45:54
to
45:54
live,
45:54
you
45:55
know,
45:55
and
45:55
so
45:55
they
45:55
want
45:56
to
45:56
live.
45:56
They
45:56
want
45:56
to
45:56
live
45:56
their
45:56
life.
45:57
So
45:57
if
45:57
you
45:57
can
45:57
create
45:57
work
45:58
as
45:58
a
45:58
place
45:58
where
45:58
they
45:59
live
45:59
and
46:00
they
46:00
experience
46:01
and
46:01
they
46:01
have
46:02
community,
46:03
then
46:03
you're
46:03
winning.
46:04
You're
46:04
winning.
46:05
I
46:05
hope
46:05
that
46:06
answers
46:06
your
46:06
question.
46:06
I
46:06
know
46:06
it's
46:07
a
46:07
roundabout
46:07
thing.
46:08
No,
46:08
that's
46:09
wonderful.
46:09
And
46:09
frankly,
46:10
I'm
46:11
ready
46:11
to
46:11
run
46:11
away
46:11
and
46:11
join
46:12
your
46:12
circus.
46:12
Like,
46:13
if
46:14
you
46:14
need
46:14
a
46:15
podcast
46:15
horse
46:16
girl
46:16
at
46:16
your
46:17
circus,
46:17
you
46:17
just
46:17
let
46:18
me
46:18
know.
46:18
I
46:19
hope
46:19
I'm
46:19
at
46:19
the
46:19
top
46:19
of
46:20
that
46:20
list.
46:20
You.
46:21
You
46:21
know,
46:21
when
46:22
the
46:22
customer
46:22
calls
46:23
asking
46:23
for
46:23
that,
46:24
I
46:24
will
46:25
definitely
46:26
be
46:26
calling
46:26
you.
46:27
Oh,
46:27
my
46:28
gosh.
46:28
Well,
46:28
thank
46:28
you
46:29
so
46:29
much,
46:29
Josh,
46:30
for
46:30
joining
46:30
us
46:30
today
46:31
for
46:31
Wes's
46:31
retail
46:32
Roundup.
46:33
You
46:33
can
46:33
find
46:33
this
46:34
on
46:34
the
46:34
WESA
46:35
podcast
46:36
at
46:36
Wisdom
46:36
by
46:37
Wesa
46:37
on
46:37
any
46:38
podcast
46:38
player
46:39
and
46:39
also
46:39
on
46:39
the
46:39
WESA
46:40
trade
46:40
show
46:41
YouTube
46:41
channel.
46:42
The
46:42
next
46:42
Retail
46:43
Roundup
46:43
resource
46:43
will
46:44
be
46:44
posted
46:44
via
46:44
the
46:45
Retail
46:45
Roundup
46:45
Facebook
46:46
Group
46:46
on
46:46
Monday,
46:47
November
46:47
4th
46:48
at
46:48
12:00pm
46:48
Mountain
46:49
2:00pm
46:49
Eastern.
46:50
Be
46:50
sure
46:51
to
46:51
check
46:51
out
46:51
the
46:51
Retail
46:52
Roundup
46:52
Facebook
46:53
group
46:53
and
46:53
wessatradeshow.com
46:55
thanks
46:55
again
46:56
Josh.
46:56
Thank
46:57
you.
46:57
Thanks
46:57
so
46:57
much
46:57
for
46:57
having
46:57
me.
46:58
Wessa.