How to ACTUALLY Lead with an Infinite Mindset | Full Interview

I am a follower and a fan and I have done my best in my training to institute some of the many concepts, especially the

infinite

game, especially because the way I want to approach this on behalf of this audience and even I myself have a genuine curiosity about the gaps that I'm still struggling with on how to take these Concepts and turn them into reality and I think one of the first things that might make some people angry is if I asked the people here how many of you consider yourselves extremely competitive and winners . How many of you would accept that?

I think this is an identity that many of these Top Achievers have adopted, so the moment they talk about not being, they know that winning is First, these concepts like what drives and is the wrong conversation, how do you reconcile that? ? To our

lead

ers who have already been so successful, let's be clear. I am competitive. I'm a personality type. My personality is probably very similar to people's. this room well, not in this room but in this space um uh um it's not necessarily about being competitive or not being competitive, it's about knowing the game you're in when you're in it, for example, if you're prepared for a job and someone else is ready for a job that is finite, there is a beginning, a middle and an end, and there will be a winner and there will be a loser and you have to have a finite

mindset

in that scenario, of course, you play to win, whatever which everyone knows you have to have a little bit of

infinite

mindset

in the back of your mind, um, for example, a gate agent at an airline, we want them to have a finite mindset, we want that plane to leave on time, from half to the end, ready to restart. but we want them to have an infinite mindset we want them to treat us well because they want us to come back again it's not just one and done we want we want we want to treat our customers with respect it's not just about doing a good job and, when we get out of there, in There is

actually

good customer service, which is why they hire or recommend us again.

In other words, we get the feeling there's more Beyond going on right now, but it's more about when you think about the business of a big warrant right off the bat. there is competition in an infinite game, the real competitive children's game is yourself, right to say that I am the best EX you know in the industry, it doesn't make sense because you don't know everyone else and some people are better at some things and in others. people are better to others it's

actually

a stupid comparison it's a stupid thing to say empirically it's not true um but you can strive to be a better version of yourself how can I do better this year than last year? how can I improve? my service this year makes it better than last year how to make my

lead

ership better this year than last year how do I improve my technology this year than last year whatever it is, there is always a constant and intense drive to win or improve , but when we say win, there is no finish line, even annual goals are arbitrary, like how do we make our annual goals?

This is how we do it, we sit down and go. uh, how much business do you want to do next year? How about this number? How about this number? Well, and that's it, that's how you chose your annual goal and the reason we chose annual is because that's when we pay taxes, why not? Why not? 17 months, it seems. perfectly legitimate, everything is arbitrary and that's why we become obsessed with reaching an arbitrary number on an arbitrary date, we get very angry if we don't achieve it and we think we have gained something when we achieve it, it doesn't make sense, we have to change our way of thinking and stop thinking.

It's like a sporting event and he considers it more of a lifestyle. Running a business is much more like trying to be healthy. So, for example, what are all the things you have to do to be healthy? Well, you have to eat right, you have to exercise. you have to take care of your personal relationships you have to get enough sleep there are probably 15 other things it is very difficult to do all those things well all the time what it takes to build a great business you need great sales you need great marketing you need great leadership you need great people you really have that doing the service is very difficult to do all those things well all the time but it is an effort it is a correct effort and you can have absolutely arbitrary goals correct I want to lose x amount of weight by X date okay, great and you weigh yourself every day some days you feel good about yourself some days you feel bad about yourself we love metrics there's nothing wrong with metrics you can't run a marathon without mile markers it's actually disconcerting metrics help us feel like we're making progress, it feels like that the work is actually building something and it helps measure, it helps us measure speed and distance, that's what metrics do, speed up and how far our business has come, how fast we're growing, that's good, TRUE?

You reach your goal, you lose that amount of weight on the right date, you feel great, you celebrate it and then you still have to keep exercising for the rest of your life like you haven't gained anything, yeah sure, but what I think What's more interesting is what happens if you don't lose weight by that date? What happens if you don't reach the goal? Yes, you know what happens, nothing happens. In fact, you're much healthier now than when you started because you've been doing everything. the right things to be healthy, you just picked the wrong time and date, the wrong number, the wrong number on the wrong date and you can clearly see the trend you will reach in a month or two, no big deal, right? and then business is the same way, what is most important in an infinite game is to see the trend data, so we do this all the time, we bonus people because they reached a goal and we ignore people because we ignore the trend, but I don't know how they reached the goal or if they can continue.

What's much more important is trend data because it means you're building a healthy business, you just pick the wrong date at the wrong time, so that's infinite. mentality, this is fabulous and the piece that you just found is actually really interesting because the person who first sent me the infinite game, the book, to read and let me know that he was a business owner who wanted a Titan client. Radiant Plumbing Brad Case Beer and I've seen, yes we have a couple of Radiant radio guys here front and center, beautiful and Brad Case Beer was the first CEO I saw that made it very clear that they have an incredible brewing process of the annual budget and then I watched him adjust the budget because we hadn't made enough hires to reach the number we wanted to reach, that's right and he and you just said that.

I want you to hear that he just said that's what it is. right, so we have a long-held belief, especially in this industry, that I've witnessed that you set the budget and the budget and you get the budget by any means necessary. I mean, if he didn't learn a lesson from Covid. You know, what I like the most when greed comes. I used to get this question all the time, Simon, during these uncertain times and I would always interrupt them and say, "All times are uncertain, there has never been a time when I was sure that everything that happened was something you I didn't expect that that thing actually happened that reminded you that the weather was uncertain.

So you know you have to be so dogmatic about the budget when we don't control anything. You know the Marine Corps knows that. , no plan survives contact with the enemy, well, I don't think any budget or plan survives contact with reality, you know, um, and the reality is that it changes now, that doesn't mean we should change it Generally speaking, But we have to be realistic. I'll give you another way to think about it: think about a retail operation. They have a goal of opening 200 stores this year, but at their point, they are hiring very fast and they are opening stores, so, to reach that goal, They hire the wrong people, don't train them, and end up opening bad stores, so they'll hit their goal, but then what happens next year? think about the problems they are creating for themselves, it is better to say that we are going too fast growth is a dial, it is not absolute, let's open 20 stores properly, yes, and then we will worry about when we will get to two.

I would rather open 20 great stores than 200 bad stores just to reach a goal and this is very significant because the most important thing, we know that this is our biggest limitation and, honestly, more than most industries is access to excellent technicians, technicians authorized that they already know what they bring. wonderful people and Brad's whole mentality is why I'm going to work harder than necessary to burn them to an arbitrary number at the risk of losing them in the long run and of course this is inspired by a lot of things I mean. He was an infinite minded leader before your book, but you know that through this piece, so remember the goal of the infinite game is to stay in the game, not reaching the goal this year, is to stay in the game longer. than anyone else you outlive.

That's the point at which you build a solid, healthy business that can outlast fabulous and I really think that's something that I've observed in hundreds and hundreds of companies: the constant desire to find new people, hire new people, grow and Real lack of awareness and attention to the relationship and experience that we are creating for our own people that we already have with us and this is where your book has played such an important role because one of the things it talks about There is an effort discretion, the concept of people doing more than the minimum and being committed to a just cause, so what I find is that people tend to nod their head and say yes, because that's exactly what we do, but They don't, by the way.

That's summed it up, so could you take a minute and distinguish between a vision that I think a lot of our companies have and just causes and what the distinction is here? The problem with the word vision is that there is no standard. correct, correct definition and for some people a vision is actually a just cause and they are synonyms and for some people a vision is a big long-term goal and for some people a vision is a very selfish thing, you know, most visions are very poorly articulated and sound like this the just cause is because it is external it is such a just cause that we would be willing to sacrifice ourselves to advance that cause the Declaration of Independence all men are created equal that is a just cause we will ever get there no , we will not die Trying, that is the point at which we will die trying and that is why a vision is a world that we imagine, that is why we call it Vision because we should be able to see it as if it had a dream in which one day the black kids would hold hands on the playground. little white children is a vision is something that can be seen in the imagination is an ideal state of the world that we strive for and therefore a business um a good business usually has a just cause a vision of the future that can have nothing to do with the product or the service, you know my friend Bob Chapman.

He runs a company called Barry Waymiller. It is a manufacturing company. They manufacture large machines for industry. If you ask Bob, what is your vision for the company? Say train great people to do extraordinary things and you'll tell Bob: how do you measure success? Then he says that we measure success by how we touch the lives of our people; In other words, their vision turns out to be a vision of how to actually build the business how to run the business to build a business worth working for, it just so happens that manufacturing is how they pay for that vision, yeah, um, but it has nothing to do with the product, it doesn't have to do you know that Steve Jobs had a vision, he had a just cause to empower the individual to take on Big Brother, he just happened to live through the Computer Revolution and The computer was the perfect tool to help advance that Vision, but it has nothing to do with it. with the product there is an idealized state of the world that you want to live in and you commit your energy and yours and your business to help build that cause, so you're starting to move us down a nice transition here in this. but I wanted to ask you specifically that I've thought a lot about what this would look like in the plumbing world, what it would sound like to an HVAC contractor or a pest control company, so you've alluded to but can you take us a little bit further away?

I'll leave it at that and then ask it well, first of all it's just a subjective and deeply personal cause, it can be whatever you want, that's right, some are big and lofty. and some aren't that big and Lefty is what inspires you to get out of bed in the morning and it doesn't even have to be unique if you listen to someone else, you say, "I like that one,"then do it. one of your own, okay, you know, you know we put a lot of pressure on people that you have to come up with your own Vision, no, you have to find one that inspires you, but you don't have to know if it's the Declaration of Independence or the civil rights, you know, those weren't written, we didn't write them, but we follow them, you know, um, so.something could be like uh something um could be something simple like uh living in a world where every family um uh feel safe and cared for, we do it through plumbing or HVAC, you know, and when you say safe and cared for, okay, that's going to determine the quality of the work that you do, it's going to determine what your billing process is going to be like and what your process is going to be like. dear, will it be the way you explain your product, will it be the customer service will have an impact on the fact that you are building a business based on how people feel good and you want not only you to take care of them, but is going to set something up in a way that they I'll never have to see you again, you know, I was.

I visited India and one of the guys lives in a new condo. You know, all the construction is new and he has a leak in his new condo. A guy came and fixed it and about two or three weeks later it was leaking again and about two or three weeks later it was leaking again and I said, don't you mind a little that they didn't fix it right the first time? time he says no, no, you don't understand that there are so many people in India who can never fix it right the first time because then there will be too much unemployment, everything in India is not fixed right at all so that they can come back and stay. working well, there are people in this audience who have employed that strategy a lot, yes, of course, and we are lucky to have enough work for everyone and I think one of the things that we forget is especially in this industry, where is where the majority are .

Part of it is that I think most people see it as a commodity, you know, and the problem with commodities is that you know there are some that are great and some that aren't so good, but I guess most of plumbers can fix my toilet. that safe assumption that most electricians might like to do some basic things like install a new, you know, new light bulb, new lighting fixtures, um and beyond that, that's why we push the price because You're not offering me anything else, are you? You can think beyond that in terms of how you are creative in the service you provide, are you listening to your customers when they talk to you?

So let me give you a silly example, let's say. um, someone comes in and uh, I don't know, let's take a plumbing example, whether it's a new installation, you know, for a house that's being built and you meet the owners and they talk about you know this It will be our baby's room. and we are so excited that there is no plumbing in the baby's room that they are just showing you the house and then you finish with your work and when you are done you leave a little baby gift to say that you know you have good luck with your new home instead from saying I, I fixed all the plumbing correctly, the ability to listen to someone who feels seen and heard.

I guarantee that everyone you talk to will not talk about how well the faucets work, they will talk about the little gift you gave their son when you were done and they will recommend you to absolutely everyone and that is the recommendation, we have a type of wallpaper coming to our house. I needed some wallpaper done, he didn't glue it. recommended by a friend, he came to see, he said I can't do this job and gave me someone else's name, right, the guy came, did a great job and I told him who recommended him, he said oh.

I never met the guy once he heard he was good. I guess the next time I had something done, I immediately called the original guy because he was very honest and he continued to do tons of work for our entire family because he is very honest, this brings us to the point of disconnection, I think sometimes in concept, because I can promise you that this audience here knows, you know what you just talked to, these are not your typical contracts, yes, these people understand that, yes. We're doing extraordinary things, but there's still a real challenge because as much as leaders and owners understand it, there's a disparity in helping that just cause get to the front, yeah, and when we pay CSR, you know, such times hourly rates. customer service representatives with hourly rates, we have technicians who are in the field and know that they may not feel particularly connected to the company and I'll add another: the wealth gap in our own industry is getting bigger than never.

It's been before, yes, business owners in our industry are seeing success like never before with the influx of private equity money and generally you already know the companies that are part of the Titan service, how do you get employees for hours? People who may be worried about you. paying rent that is not high enough on Maslow's hierarchy of needs to think about fulfilling someone else's dreams of being part of a just cause and wanting to do more than the minimum to survive well, this is the problem with vision when you talk about you know when you know the traditional Vision, which is being the best you know or achieving some certain financial goal, like literally the front line person doesn't care about that at all, that's literally about you, no. from me, yes, but when you, when um, when you say that we are ours and I'll go back to the arbitrary example that I gave you, let's say making everyone feel safe and cared for, that's what we care about, so we'll really give you training beyond technical skills. we're going to provide them with how to and human skills training, because we provide hard skills training, we very rarely provide human skills training, by the way, I hate the term soft, hard and softer skills, yeah, okay, um, uh, and also we are teaching. our front line people how, how, how to resolve conflicts, I mean, that happens, you know, someone says, I don't like this job you've done, how's it going?

Do you have any idea how that conversation will play out? You're not there, you know? Are we teaching them listening skills? Are we teaching them how to give and receive feedback? May be. There are two or three of them on a job and one of them is a little older. Are we teaching them this? skills that make them better at their work with each other and with clients, and by the way, those are skills that they take home, you're making them better human beings, and by making them better human beings, it makes them super loyal. to the company so that they can offer you a better job somewhere else and you know that of course there are minimum salary standards that they have to meet, but in the end, once you reach those thresholds, someone can say: I, I prefer to work here because of the way my boss makes me feel because the company makes me feel and I think there's a huge opportunity in this industry in these industries to duplicate what frankly is good leadership um uh and I think One of the reasons why these Industries are considered commodities it is because we treat those workers as commodities, we treat them as replaceable hourly workers and therefore they act as commodities and treat customers as commodities and we have created that commodity industry. not necessarily the product itself, this is so good because you know, I'm thinking about the example you gave the barista at the Four Seasons in the book and he's a barista at two different places and one of them loves it and the other one Yeah, and I think about that because our technicians are not leaving the industry properly, they are just leaving for another company like they are not changing their careers and you talk about creating a place where people feel valued and here is my observation.

I've met hundreds of business owners who are absolutely convinced they have a place where people feel valued and thousands of employees who don't feel the same way about those businesses. I invite you and I'm going to ask you to boldly lean in to listen to this because you may not like the answer, but what are some signs for our business owners to humbly face that they may not be creating the environment that they need? ? Think they are okay, first of all, have you ever gone to talk to listen? You know the best the best business leaders will do on a semi-regular basis.

Could you know? Depending on the size of the company, it could be once a year. I know, but you go out into the field or call people and tell them how you are. You just register. I wanted to see how you're doing or what you have to say. I want to learn about your career. Ambitions as you know how. Did you find yourself in this profession? Where do you want to go? What are your ambitions? How are you with the children? You have a family? Tell me something about yourself. Do you like working here? Know? Can you give me something?

What is something? that we can do better, something I don't see and some of it might be useful and some of it might not be useful, but the point is that you will get information that you normally wouldn't get. Get it, and most importantly, they've probably never been asked before, so they just show up to hear them out or take them out to lunch and get their opinion on the business, what they're on the front lines of. line, so they actually have a lot of customer information that you don't have, so talking to them about what they're hearing, what they're seeing, and what other business opportunities you think they think there are, you're listening to, is a great but that begs the question how many people who are here and who go to the front lines to listen know how to listen, please dig a little deeper because the trend I have observed is this exercise executed as you have described and then the first feedback What you get is the leader says that's not true and they start defending their position correctly, so please, a little bit of information about what this means, how to really listen, so that when you listen it's active. active and listening is very difficult you know you should be at the end of the day listening you should be exhausted because you are not listening to the words, you are listening to the meaning and the goal of listening is not to show that you listened The goal of listening is for you to feel heard correctly, so you don't have to agree with everything nor do you have to like everything, you have to assimilate it, you can ask clarifying questions, but remember that it's going to take.

It is a risk to tell you something and if you receive it kindly they will tell you more and more and you will develop a relationship where honesty and truth become currency if you are defensive or try to correct or dismiss what they say they will close it and tell you what that you want to hear or they won't tell you anything because that's the condition you created and listening well sounds like that. Can you tell me other things in this business that you think we have? They can do better and it doesn't matter if they are right or wrong, it's their experience and you don't have to agree, we always say that if you have an emotional response, if it makes you angry or upset, it's probably true if you feel nothing about what they said, so maybe they got it wrong, but you can still take it all, write it down and say, tell me more, go on, go on, what else and that's basically all your work, what else go on and you'll come off the list and say, I knew these things are lists, these things, I didn't know these things, it's just kind of a festival, okay, everyone has that, but you will leave with some information, but the most important thing is that they feel heard, so I want to.

To be really authentic here on this, I just came from a keynote where I just shared a very different message, specifically that listening to make people feel heard runs the risk of not having heard them, that we can make people feel heard. feel heard without having done so. listening and I just want to share that and just now if we have heard them they should feel heard yes I think so yes I think that if you are if you are if you are acting so that they feel heard thank you uh uh it will work once twice at most because you still they're giving that information and they'll have an expectation that you do something with that information, even if it's just reporting this is what I heard these three things we can address right away.

These three things will take us a little more time. But we want you to know that we hear you and we are going to work on these things. I mean, you might find that there are some that really like it here's a cool one that I learned about recently right around the time when the average lifespan of a US Postal Service van was something like uh I think one or two years, I can't remember, it's strange that it's not very long where the average lifespan of a UPS truck is something like five years six years is like 2x right two or three x uh and the question is, what are doing differently?

The maintenance is basically the same, you know, it's similar, similar, Drive trains, it's all that, um. uh, USPS washes their trucks once a week and UPS washes their trucks every day and how do you think someone treats their truck when they go to work? That's your office in a shiny new truck versus aDirty old truck, right? They'll treat it right. differently and sometimes the things that make people proud to go to work are like a clean shirt, a clean uniform, good tools, you know, I mean, some of these things really aren't very complicated. to do. people feel really proud to go to work every day, yeah that's beautiful and that was the broken windows theory in New York where they started fixing windows in high crime neighborhoods and the crime went down because They just felt better about where they were, it's a beautiful feeling.

So there's a challenge here that I want to talk to and live television, and we have an audience right now that is absolutely enjoying extraordinary success. I mean, tomorrow you'll see some numbers on how exactly what. They are doing it, but they also know it. I mean, they're growing, they're profitable, they're in an expanding industry and we have private equity money flowing in at a rate that PE has said they haven't seen at all. Like in, you know, 30 40 years and so on, why would they change course to adopt a Just Cause right now if winning and playing a finite game works at this level?

I mean, I'm not here to convince anyone of anything, you know, uh. The question is what kind of business do you want to build? Are you interested in building a business that will make you as rich as humanly possible? Screw the employees and if the business fails when I leave or if the EP pressures me so much. make bad decisions for the company that I know is going to destroy it, so be it. I mean, that's your business. I'm not going to tell you that you shouldn't do that right. I don't think there's a right way to build a business the question is what kind of business do you want to build, you know, do you want to build, build a business that serves as a legacy, you know, um, do you want to do it, do you want to lie in your bed of death and Say I wish I had made a little more money or do you want to lie on your deathbed and say, I had an impact on people's lives that the people who lived and who came through my company, you know, made something for themselves and they left. building great businesses these are personal decisions um uh but at the end of the day I can tell you that those people who play with a finite mindset um you know, we know you're playing with the financial mindset, it's very difficult To build trust with the people around you, relationships with people become very transactional because when you treat people transactionally, they treat you transactionally like I'm only going to work for you if you pay me more money, but if someone else pays me more, I go. from here because those are the rules that you establish, um, uh, you know, it's like that, you also link your entire identity to that business or that, to that financial return, so when and I see this with very old people or people who They are close to retirement. that when they get close to the end of their career, they literally have an identity crisis because their entire identity is wrapped up in a number or a business, and without the business or without that number, without that growth, they literally don't know who they are. and they go through serious, serious depression because they don't have any other interests or identities outside of that, so these are just options for how people want to live their lives and I'm not here to tell people how to live their lives, but There are different ways to look at it, so imagine at this point that someone is, in fact, you know someone who has been playing and recognizes through this conversation that they've been playing with a finite mindset and they're inspired, they're ready. go back and start changing the game they're playing, yeah okay, almost every example in the book is of a new leader coming in and restoring or engaging my finite mindset into infinite.

I didn't necessarily hear many stories from the leaders themselves. going from having played finite to infinite, how is that done? How do you get back with the same people you say winning is all true? and humble yourself and take them with you on the journey to change course, so first of all, Be very clear for the people who are freaking out about this conversation, infinite play is not the absence of finite games, but the context within which finite games exist. Well, I'll give you a real life example of someone who made a conversion of their own.

His name is Rick Elias. He is a very important executive and a case study. Do you remember the US Airways flight that landed in the Hudson many years ago? Well, Rick was in seat 1A and he tells the story of the engines going out. and total silence and preparing to die and what was going through his mind was: either I'm going to die in a horrible fireball of you know, horror or I'm going to drown in the frozen Hudson, that's more or less what it goes to happen and you go through the proverbial life passing before your eyes and all that and the miracle was that no one died and Rick talks about it as the greatest lesson in history because usually when people have a near-death experience in the who learn these lessons are usually the survivor's fault because there is death and destruction or there is pain and in this case no one was killed or hurt.

It was the perfect lesson now that Rick was a finite-minded high-flying executive who thought he was good because he built a $600 million company and he thought he was right and you asked him if he thought he was good and he was good. , TRUE? and he recognized that he had sacrificed relationships to make that money, he recognized that he had sacrificed happiness and health to make that money and that near-death experience transformed him and transformed him to think about how he was going to build his business completely differently. He still has a very type A personality. He is still very motivated to win.

You know, none of that worked. away but he adopted an infinite mindset what he now knows is an infinite mindset he and I have gotten to know each other and this is what happens when you adopt an infinite mindset his business is now worth 15 billion and he will say one hundred percent that his ability to grow from 600 million to 15 billion is because you change your mentality, if you kept that competitive mentality you could have made an additional 100 or 200 million, so we are talking about huge numbers, correct numbers that most people would not conceive in a short term. in life, um, and the irony is that companies, executives, and business owners who adopt an infinite mindset almost always outperform their finite brethren.

Bob Chapman was one of them I talked about before about an infinite minded gamer who just destroys his competition, they say there are three ways to transform your identity, change the environment or the significant emotional event, yeah right, and the only thing What they always say is that we strongly recommend that you don't wait for the significant emotional event, yes, don't wait for them, don't do it. expect to survive a plane crash exactly to learn this lesson exactly and therefore as far as conditioning, and I have no doubt that you are there at this point, but please go read the infinite game, it's a Extraordinary work, truly career-changing work, so I have two last questions for you, what would be the first viable step someone could take to find their righteous cause by leaving here inspired?

I mean, literally, imagine the world you want to live in, what is it like? It sounds corny. and cheesy, but what is the world you want to live in? And that just cause will influence your friends, it will influence who you vote for, it will influence how you build your business, and you know it will advance influence. Your company culture will influence the products you invest in and how you expand. I mean, um, uh, it sounds a little cheesy. I mean, if you ask me for my just cause, I imagine a world, there are those words, I imagine, right?

Imagine a world where the vast majority of people wake up every morning inspired, feel safe wherever they are, and end the day satisfied with the work they do. That is the world I want to live in and that is why I have committed all my energy in my career to helping build that world. Personally I have opted for the leaders. I have made the decision to find support and celebrate the leaders who I believe are most likely to build that world because I know I cannot build. This alone will take massive amounts of companies and and and and Leadership to create that world with me um uh and so on but I'm agnostic as to the route I take um but that's the world I want to live in so that's what I've committed to knowing

full

well that I will never get there in my life and to me uh you inspired a just cause to usher in a world where when people ask how you are, they really ask and when they really answer you.

Listen, I mean, that's incredible, right, and what I can tell you is that in the last few days, hundreds of people have come up to me to tell me about the impact your work has had. Wow, hundreds of people, this is a privilege. It is an honor for us to be here. I mean, this is just incredible and I just hope that we've done the work to appreciate honoring your voice with this audience. I appreciate it. Yes, you are very generous with your words. Thanks, but I want to emphasize. listen to what their just cause was to live in a world where people ask you what you are like and mean it and then they tell you what it was and then when you answer they really listen and then when you answer they really listen to that. it's absolutely applicable to absolutely any business here and imagine how you treat your people differently if that's your vision, imagine how you have to train your people to treat each other and your customers so you can build that world, the business .

It is irrelevant, it is the way you conduct the business that matters. Thank you, this is a true honor and I can promise you that as a supporter I will only be a more powerful advocate for you, but the best part. is that you have I guarantee 3,000 more right now oh thank you very much uh it was an honor to be here with you I thank you very much thank you thank you thank you