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Politics and Customer Service · The M&M Experience

• 0:01
  Speaker 1: Kind of bounce a personal dilemma I'm facing right now.
• 0:05
  Speaker 1: Of course I'm gonna share. I want to share something
• 0:07
  Speaker 1: with you, and I don't mind sharing with the audience.
• 0:09
  Speaker 1: I've got a I've got a like a lot.
• 0:11
  Speaker 2: Of people have.
• 0:12
  Speaker 1: I have a box, so one of those mailboxes, you know, that's.
• 0:15
  Speaker 2: Not at my home.
• 0:17
  Speaker 1: And for the last four or five years, I've been
• 0:19
  Speaker 1: a loyal, faithful customer, right and I go in and
• 0:23
  Speaker 1: get my mail, I blah blah blah. And you know,
• 0:26
  Speaker 1: Tampa Bay, there's some liberal pockets of Tampa Bay. Tampa Bay.
• 0:31
  Speaker 1: It's called Hillsboro County. It's like the entire that half
• 0:34
  Speaker 1: of the Gulf, and a lot of.
• 0:35
  Speaker 2: Panelas down Saint Pete.
• 0:37
  Speaker 1: I mean, so, as I'm going in over the years,
• 0:40
  Speaker 1: I'm noticing a coldness that these people are exhibiting towards me.
• 0:45
  Speaker 2: And in fact, I've noted.
• 0:46
  Speaker 1: In fact, one day finally it was really really obvious.
• 0:49
  Speaker 1: The young lady who never is very nice to me,
• 0:52
  Speaker 1: is incredibly nice to the person in front of me.
• 0:55
  Speaker 1: And then I noticed, because I had to do some paperwork,
• 0:57
  Speaker 1: amazingly nice to the person behind me, but not nice
• 1:01
  Speaker 1: to me. And I really feel without sounding paranoid. I
• 1:06
  Speaker 1: really know what's going on. They know what I do
• 1:09
  Speaker 1: for a living. They are and they and I will
• 1:12
  Speaker 1: not by giving anything away. I'm just gonna tell you.
• 1:15
  Speaker 1: You can look at them and say, yeah, they're probably
• 1:17
  Speaker 1: not exactly members of the John Birch society. So you know,
• 1:20
  Speaker 1: I'm getting the sense. You know, they don't like me.
• 1:23
  Speaker 1: I'm a conservative talk show host.
• 1:25
  Speaker 2: They know it.
• 1:25
  Speaker 1: They get mail in there that they've got a sword.
• 1:27
  Speaker 1: It says Mike Gallagher, talk show host. They googled me
• 1:30
  Speaker 1: and they treat me like crap. And one day finally
• 1:33
  Speaker 1: I came to a head because they lost some mail.
• 1:36
  Speaker 1: The manager was an absolute jerk to me about it.
• 1:38
  Speaker 1: I mean, and you have to understand, contrary to my
• 1:42
  Speaker 1: you know, on air big mouth persona, I'm not a
• 1:45
  Speaker 1: bad guy. Christmas time I go in, I give these people,
• 1:48
  Speaker 1: all of them tips.
• 1:49
  Speaker 3: You're the gracious of souls, irrespective of politics. You're all
• 1:53
  Speaker 3: about showing grace, goodwill and a sense of good humor
• 1:56
  Speaker 3: to all irrespective.
• 1:58
  Speaker 1: I know trust and I'm nice. I try to be
• 2:02
  Speaker 1: nice to everybody, and I'm not. I'm surely nice to them.
• 2:05
  Speaker 1: And so this guy, he was he went into a
• 2:08
  Speaker 1: howler monkey on me, and I got mad. I mean,
• 2:10
  Speaker 1: I was like, are you kidding me? You lost the
• 2:12
  Speaker 1: mail blah blah blah blah. So finally I decided, heck
• 2:15
  Speaker 1: with it, I may get another mailbox. Why am I
• 2:18
  Speaker 1: giving them my business? So I go to another mailbox place.
• 2:21
  Speaker 1: They're very nice. Oh my gosh, welcome mister GALLAGHERY Well, no,
• 2:26
  Speaker 1: they're nice. But I mean, here's the thing. It's so
• 2:29
  Speaker 1: crazy inconvenient to go to the new place. Parking lot
• 2:33
  Speaker 1: is crappy. Uh, it's always crowded. I can't get in
• 2:36
  Speaker 1: or out. It's way out of my way the one
• 2:38
  Speaker 1: I've bought. How often do you have to go there
• 2:41
  Speaker 1: every day?
• 2:42
  Speaker 2: Every other day? Maybe?
• 2:43
  Speaker 3: Do you not have a mailbox in the condo compound?
• 2:46
  Speaker 1: I don't want to have it at the condo. I
• 2:48
  Speaker 1: don't want my I just would rather have a mailbox.
• 2:51
  Speaker 1: You know, there's some stuff that.
• 2:52
  Speaker 3: Tonto everybody knows your actual resident children.
• 2:55
  Speaker 1: Yeah, I'd rather have a po But so anyway, long
• 2:58
  Speaker 1: story short. Yesterday it hit me why am I inconveniencing
• 3:03
  Speaker 1: myself because they treat me badly? Now, first of all,
• 3:06
  Speaker 1: let me finish. I know the principle of saying, why
• 3:09
  Speaker 1: give them my money?
• 3:10
  Speaker 2: Number one? They don't.
• 3:11
  Speaker 1: But by the way, they don't care about the eighty
• 3:14
  Speaker 1: eight dollars a year I'm spending there. They could care less.
• 3:16
  Speaker 1: In fact, they'd love to run me out of there.
• 3:19
  Speaker 1: They'd love to not have me as a customer.
• 3:21
  Speaker 2: Probably. And I told one of my kids last night.
• 3:23
  Speaker 1: I was telling my son this last and I said,
• 3:25
  Speaker 1: you know what, I'm going to stay where I was.
• 3:27
  Speaker 1: I'm going to go back to the original place. I'm
• 3:29
  Speaker 1: not gonna let them run me out. I'm gonna still
• 3:32
  Speaker 1: be nice. But why am I being inconvenience for what?
• 3:35
  Speaker 1: The way they treat me?
• 3:37
  Speaker 2: Now? What would Mark Davis?
• 3:39
  Speaker 3: Let's let's unpack their many, many moving parts to this,
• 3:41
  Speaker 3: and this is absolutely great. First of all, let us
• 3:44
  Speaker 3: let's check one box. You're one hundred percent sure you're
• 3:47
  Speaker 3: not imagining this. You're one hundred percent sure that they
• 3:50
  Speaker 3: are as close as you can because mind reading is
• 3:52
  Speaker 3: not possible. That these people are. They hold you in
• 3:55
  Speaker 3: low regard and are treating you badly because they have
• 3:58
  Speaker 3: a certain awareness of your power politics. You know this, right.
• 4:02
  Speaker 1: Well, let me give you let me tell you this.
• 4:03
  Speaker 1: The one young lady in particular, who's always a jerk
• 4:06
  Speaker 1: to me. I've watched her in the office for years.
• 4:11
  Speaker 1: If you're nice to everybody else, is that a tell?
• 4:15
  Speaker 2: Now?
• 4:15
  Speaker 1: I can't tell you why. Maybe it's not because of
• 4:18
  Speaker 1: the job, But what else would it be?
• 4:20
  Speaker 2: My cologne?
• 4:22
  Speaker 3: What that's bitch of? My second point is the world
• 4:25
  Speaker 3: is aware of you. You're a big national deal. Is
• 4:28
  Speaker 3: do we know that they know who you are and
• 4:30
  Speaker 3: thus know your politics? The mail that they lost, how
• 4:33
  Speaker 3: do you know they how do you know they lost it?
• 4:36
  Speaker 1: I got an email notification they said, here's three pieces
• 4:39
  Speaker 1: of important mail that you've been waiting for. It wasn't there.
• 4:42
  Speaker 1: Go when the manager confirms he told me they lost it.
• 4:46
  Speaker 1: So the way they treated me, but the way they
• 4:48
  Speaker 1: treated me over it was awful, Like they didn't make
• 4:50
  Speaker 1: any effort to find it. They didn't really look at
• 4:53
  Speaker 1: who signed because somebody signed out for it. So that
• 4:55
  Speaker 1: was the problem. But the way he behaved and the
• 4:58
  Speaker 1: other one of the two of the people there are nice.
• 5:01
  Speaker 1: There's like four or five total workers. Two of them
• 5:02
  Speaker 1: are very nice to me. Two of them are real nice,
• 5:05
  Speaker 1: and I've even talked to them about this. And the
• 5:06
  Speaker 1: one guy's like, yeah, you're always so nice. You bring
• 5:08
  Speaker 1: us you know, you got to bring us Christmas tips,
• 5:10
  Speaker 1: and you're polite, and you're this and you're that. So.
• 5:13
  Speaker 2: But but here's the thing.
• 5:15
  Speaker 1: Why do I they don't care about like I said,
• 5:17
  Speaker 1: I know, so why do I lead.
• 5:20
  Speaker 3: Here on principle? How important is the principle to you? Now?
• 5:25
  Speaker 3: We talk a lot about spending money with the like minded,
• 5:27
  Speaker 3: supporting businesses that support things we believe in. I don't
• 5:31
  Speaker 3: know if the entire business is that politically slanted there
• 5:33
  Speaker 3: at mailboxes, whatever. But but there's also just the principle
• 5:37
  Speaker 3: of if these people are jerks to you, don't give
• 5:40
  Speaker 3: them your money. Now, I've described the principle. It is
• 5:42
  Speaker 3: a sound and worthy principle. But you've got to figure
• 5:45
  Speaker 3: out whether that principle is important enough to inconvenience yourself
• 5:50
  Speaker 3: the truck across tad I've been to the Tampa Bay area.
• 5:53
  Speaker 3: Aren't there one of these places on every flip and
• 5:55
  Speaker 3: street corner? Yeah? Twenty seven miles to done? Eaton, No,
• 5:59
  Speaker 3: you don't.
• 6:00
  Speaker 1: The key is where this one is imperfectly located.
• 6:04
  Speaker 3: For me, there's one that's slightly less perfect. I'll bet
• 6:06
  Speaker 3: there's no.
• 6:07
  Speaker 2: This is the one that's slightly less.
• 6:09
  Speaker 1: And then I gotta I gotta go through all the
• 6:11
  Speaker 1: traffic and all the go out of my way and
• 6:13
  Speaker 1: the and the parking lot is crap. It's always filled
• 6:16
  Speaker 1: because it's next to a like a big fast founder.
• 6:19
  Speaker 2: It just doesn't. So you're right, I mean, what would
• 6:21
  Speaker 2: you do? What would you do?
• 6:25
  Speaker 3: Not knowing first? I would have to weigh for myself
• 6:28
  Speaker 3: whether the pain in the neck of going to the
• 6:31
  Speaker 3: other place, whether which bothers me more, Which would bother
• 6:34
  Speaker 3: me more? Yeah, dropping a big jostling obstacle into my
• 6:42
  Speaker 3: day because I've got to go to the one farther away,
• 6:45
  Speaker 3: or sucking it up and staying at the one place,
• 6:48
  Speaker 3: whichever one for me, avoiding the greater bummer, just whichever,
• 6:54
  Speaker 3: what's gonna bother you more? Stay on that place, convenient
• 6:57
  Speaker 3: though it is, or you know, giving them a you know,
• 6:59
  Speaker 3: sort of a financial show exactly. So I'm gonna write
• 7:03
  Speaker 3: has to and I'd have to kind of live it
• 7:06
  Speaker 3: all right hand. It could go either way. But I
• 7:08
  Speaker 3: think in doing this we've described something that a whole
• 7:11
  Speaker 3: lot of people are going through one way or to other.
• 7:13
  Speaker 1: That's just it and I think about other people who
• 7:15
  Speaker 1: don't have a talk show, but they might be a
• 7:17
  Speaker 1: Trump supporter. They might have a Trump bumper stick on
• 7:19
  Speaker 1: their car. They might they might have a Maga hat
• 7:21
  Speaker 1: in the back seat. And you think about people, and
• 7:23
  Speaker 1: it's and it's subtle, it's quiet. You don't they don't
• 7:26
  Speaker 1: come right out and say, hey, I hate you because
• 7:28
  Speaker 1: you're a conservative. And by the way, ps one last
• 7:30
  Speaker 1: thing to on the litmus test of Decide.
• 7:32
  Speaker 2: Yesterday I timed it. It was twenty extra.
• 7:35
  Speaker 1: Minutes out of my day to go get mail at
• 7:37
  Speaker 1: the new place. It's just twenty minutes of my life
• 7:39
  Speaker 1: I can't get back and.
• 7:41
  Speaker 3: More it seems like that might it seems like on
• 7:44
  Speaker 3: the way, it seems like that might bother you more,
• 7:47
  Speaker 3: And so I would probably since the mailbox place is
• 7:51
  Speaker 3: one of fifty places I do business with, and in
• 7:54
  Speaker 3: the course of a given week, you probably just suck
• 7:57
  Speaker 3: it up. And it's also like I'm buying a car
• 7:59
  Speaker 3: from them for of.
• 8:00
  Speaker 1: Course, do you know, of course, do you know what
• 8:01
  Speaker 1: a pain in the neck. You know what a pain
• 8:03
  Speaker 1: in the neck it is to go back down, do
• 8:05
  Speaker 1: the address.
• 8:05
  Speaker 2: Change all over again. Oh, that takes hours.
• 8:08
  Speaker 1: That's what makes that's the other part that you're going
• 8:10
  Speaker 1: because because they can't forward when it's a commercial, when
• 8:13
  Speaker 1: it's a commercial mailing place, they can't forward the mail
• 8:17
  Speaker 1: like UPUSPS does. They're not able to do that, so
• 8:20
  Speaker 1: you can't even do a regular forward and address thing.
• 8:22
  Speaker 1: I tried that. I thought, well, that'll make it easier anyway. Okay,
• 8:25
  Speaker 1: let's get back to forget that