Some Things I Love - My Pixelbook and Bamboo Underwear (now that’s a combination!)

Greetings everybody, welcome to Free Webinar Wednesdays. Today is Wednesday, August 28th, 2019, and this is Eric Cook from WSI Digital, where we help our customers connect and engage with their clients online. You can learn more about us and all the fun stuff we get to do here at WSI online at www.poweredbywsi.com. Today's show is gonna be a series of ramblings, some good stuff, some not-so-good stuff. I got some observations as it relates to customer service and kind of the culture that you're setting within your organization and how you're empowering your employees to take care of their customers. And you might say it's gonna be a little bit of a rant, but it kind of, it kind of will be. I'm not gonna, I'm not gonna lie, I'll probably get on a little bit of rant. I'll jump on my soapbox, but that's okay. But first off, just as a reminder, those of you that are joining live Thank you for attending today's webinar. These, if I'm not on stage or in a plane or on vacation, go live every Wednesday at 1 PM Eastern time, and I certainly appreciate if you are able to join live. If not, recordings are made available at freewebinarwednesdays.com. You'll see we didn't have a show last week, so hopefully you all caught that. I was in St. Charles, Missouri. at the Midwest Independent Banks Community Banking Conference. Kind of shared 5 things to help community bankers think about ways to differentiate themselves and to experience success online. So I know this was mentioned at the event, and if any of you are attending today's show live and you were at that event, it's good to see you again. And if you're not attending live but you catch this on the replay, I hope you had a great event and our paths will cross at some point again down the road. I'm joining you all today, not from my home state of Michigan, but actually just arrived like 10 minutes ago to the hotel here in Denver, Colorado, where I'll be presenting for the Federal Reserve Bank of Kansas City at their Denver branch and gonna be speaking tomorrow at their Emerging Leaders Conference. And so, uh, just excited to chat with some folks in the banking space on, uh, kind of ways to get to know you and like you and trust you online, especially as a community banker and building your own personal brand. So, uh, we'll look forward to that show tomorrow, um, going in the afternoon. So let's go ahead and, uh, let's jump right into it. A couple of things I just wanted to mention, um, as far as Some of the tech that I'm using. Last week I attended the event and I've got a 2015 MacBook Pro. Apple's been great, actually replaced it once because of a service issue. But I've got the 2015 MacBook Pro and it did have a battery recall on it. And I started seeing some news articles with some of the airlines actually starting to restrict travel with people using that MacBook. So I didn't want to have my computer confiscated at the airport, so I sent it back into Apple. And while they told me it was going to be upwards of 2 weeks, they got it back to me in less than a week. New battery, all bright and shiny. So in the interim, I had acquired a Pixelbook, and working in Chrome OS Scaled-down version, it is gaining popularity in the educational arenas. I see they've got a lot of student discounts going on. So if you're sending your kids back to school, this might be a device worth considering if you've not picked one up yet. I know a lot of schools are actually starting to provide these to students as well. Seeing some commercials on TV about the Pixelbook also, talking about instant boot-up, Antivirus is built in. The cool part about it is you sign in with your Google account, whether it's a regular Google or a G Suite business account, and all of your information is there. And if that Pixelbook dies, gets lost, needs to be replaced, you simply get a new one, log in, and everything is there. It's instantaneously back where it was before. So I've been using that primarily as a driver when I attend a conference because the battery life is just crazy long and I can take notes way better using, you know, the type. And I still use a Rocketbook by Everlast, and I love handwriting notes and scanning those. But for typewritten notes and just kind of probably 80% of what I do on a daily basis, it's in the browser. The Pixelbook has been an awesome little addition to my technology lineup. So I wanted to just share some thoughts with you on the Pixelbook. I did have to migrate one of my presentations for the MIB over into Google Slides, and while most of it worked really well, the only downside that I can say if you're going to be doing presentations— Google Slides is a great collaborative environment where you can build presentations if that's something that you want to work with a team and you're going to collaborate. Just the Google environment, whether it's Docs or Slides or Sheets, gives you a really nice collaborative capability to work together and to build stuff very, very quickly, especially if you're in different places around the country or maybe even around the world. The downside to it I found is because it's all cloud-based, while you can say that you want to have some of the files available offline, I do have videos in some of my presentation material and on my MacBook I'll just save those as regular MP4 files and I'll play those locally and I don't need to have an internet connection in order for those to work. That works really well for me because oftentimes, and I'm sure if you've ever been to a presentation or a seminar where the presenter is trying to pull something off of YouTube and the Wi-Fi is wonky, or they don't get a real good connection, that can be a pretty uncomfortable experience. And so I've started just getting into the habit of making sure that I save any of the videos that I'm going to be using locally, and I embed those in PowerPoint, and I use those without having to worry about getting internet connectivity. That's not an option on the Chromebook. So Chrome OS, while you can make your slides available, if you have any sort of multimedia, you're going to need to make sure that you've got a connection. Now, fortunately, where I was at in St. Charles at the Ameristar Casino, they had really good Wi-Fi, and I travel with a hotspot as a backup. So I didn't really experience an issue, and it really quite honestly went off without a hitch. And now I've got presentation's been moved over into Google Slides that's totally cloud-based that can be replicated and modified, and I can use that as a backup moving forward. So it was probably a good experience to have. One of the things, just from a business resumption perspective, and this is one of the reasons why I'm glad that we made the move into the Google G Suite environment many, many years ago, despite the fact that I came out of the banking space very much an Outlook you know, had to have a program that did my email and my calendar and my tasks. And going into a Gmail type of an environment, all cloud-based, was very uncomfortable for me for probably the first 6 months. But I stuck to it, and honestly, I can say I'll never go back to having any sort of a program-based email or calendar. And I just love having everything in the cloud accessible to me no matter what device I'm using. But if you're not in a situation where you have that capability, It's probably a good time to revisit what sort of a contingency plan do you have within your own business or organization if one of the primary devices that you use on a regular basis should become unavailable. You leave it in an Uber, somebody steals it, you accidentally spill a bottle of Coke and you trash the keyboard. Whatever the case is, if you do not have access to your device, what are you gonna do in the interim? And so it's got me thinking, you know, yeah, the Google Slides worked okay, but now I'm also exploring some of the web/cloud-based Microsoft PowerPoint options because maybe there's the ability for me to still run a PowerPoint and have that bundled up and run that as an independent presentation option. So just thinking about some of those things, it's probably not bad to do that before you get into a scenario. Prior to me sending my MacBook back to the folks at Apple, I called in, talked to AppleCare. They told me it's going to have to come back. So I forced myself to operate off of my Chromebook for a week before I sent it back. It wasn't— I didn't feel I was in any grave danger that my battery was going to explode and burst into flames. So I just kind of left my computer. If I needed to get to it, I could. And I was able to operate for a week. Pretty much independently of my MacBook using the Chrome OS. So that was a good little trial run for me, and I'm very glad that I did that. And so if you've not done something like that in your business or whatever device or computer you're using, I would strongly suggest that you do the same just to see what would happen. As I continued to, I guess, maximize my utilization of the Chromebook, one of the things that I very much appreciate in my office is connected monitors and multiple desktops. So there's a few things that I've done as part of the process and just pulled up a few of the things here. Let me kind of— where's my other little item showing you all the stuff that I've bought in my Amazon? By the way, make sure if you use Amazon, make sure you go to smile.amazon.com. That makes sure that anything that you purchase, you can pick a charity of your choice and it portion of your purchase goes to support a charity. So it's a really great way to support worthy causes by shopping. Your price doesn't go up, but you're leveraging this community program that Amazon's created. So a little plug for, for the Amazon folks. But a few things that I picked up for my Pixelbook that if you decide to go this direction, you may want to think about doing as well. I watched a few videos, different ways that you can leverage kind of the Chrome OS environment. So the first thing that I did is is I picked up a remote keyboard. So I've got just like a detachable keyboard. The Pixelbook, if you kind of take a look and we scroll down, one of the cool parts about this is it can fold 360 degrees all the way around. So I can set it up in kind of a table tent mode. I can flip it all the way around and use the pen. Or I can set it up in this mode, for example, where I can basically put the keyboard behind it and use it just as a standalone monitor. And then I've got a detachable keyboard. So I've got a keyboard that I acquired that actually has some of the— I was gonna say Amazon— some of the Chrome keypads. So the Google Assistant, quick to get to your tabs, you've got, you know, screen swapping and all the other elements up at the top. So this keyboard, nice, good aluminum, nice high quality. I toss it in my bag, small, travels really well, Bluetooth. Works really good. I'm sure it would work just fine with the regular, my MacBook. Some of the keys wouldn't be really relevant because it does have some Google, some Chrome OS related keys to it. But really liking the keyboard. The other thing that I purchased is a Bluetooth mouse. Doesn't have a little USB dongle because the Chrome Pixelbook doesn't have USB. It's got 2, or it doesn't have USB Type-A. It's got 2 C connectors on either side. So you can connect the port into those and connect other peripherals. peripherals like HDMI and VGA and USB Type-A. So I picked up a couple of different ports. The one that I bought from Amazon failed. I had to send it back and I picked one up at Best Buy. But to go along with the keyboard, I bought this really cool— it's a Microsoft mouse, fully Bluetooth, but it travels nicely. It's really small, comes in multiple colors, but of course I went with the silver just because it complements the cool silver Pixelbook that I bought. But this makes it really easy to use the Pixelbook. if I've got any stuff that I need to work on. Sometimes just having a mouse handy is a nice thing. And then the last thing that I bought that I'm loving is this fits in my backpack or my satchel bag. It's a portable USB-C monitor that I just plug directly in. There's no downloads, there's no software to install. That's the cool part about the Pixelbook is everything, you just plug it in and it just works. And there's really, I mean, it's kind of a no-brainer, which is pretty sweet. But this monitor, You can kind of get a sense of how it kind of lays out. You can take the monitor by itself and you can just stick a pen in there and prop it up that way, or you've got a case that comes with it that wraps around. But it's super nice, super convenient. If you've got a more current MacBook with a C connector, you can actually use it with that, or it actually ships with a Type-A to C adapter, which unfortunately I forgot back home, so I don't have it with me. But I'm gonna make sure that goes in my bag so that I can use use it with my just regular old MacBook Pro, which does not have a Type-C connector in it, unfortunately. But this makes it really nice where you can roll into a Starbucks or, you know, someplace where you want to work remotely, toss these into your backpack, and then you can fire up real quickly and have cascading monitors, dual desktops. If you use these in your office, having this convenience while you travel is, is pretty awesome. And I can tell you, I would never, never want to go back to a single monitor if I had the choice. So, a couple things to add to your little list of cool little gadgets if you decide to, you know, embrace more of a mobile kind of work remotely, or just set yourself up with kind of a cool set of technology at the house, whatever you so choose. But Those are some of the things that we're doing now. Fortunately, I've got my MacBook Pro back because the other thing that I found out and didn't really realize this until last minute, the GoToWebinar platform that we use here for GoTo— for the Free Webinar Wednesdays, GoToWebinar does not work on Chrome OS. So I have to either fire this up from a Windows or a Mac operating system, GoToMeeting, which is just conventional meetings. We've been having a lot of client meetings that work just fine on the Chrome OS, but unfortunately the folks over at GoToWebinar have not gotten on the bandwagon and made GoToWebinar a suitable update to work with Chrome OS. So they say that it's in the works. I hope that it is because that's one of the things, for some reason, I have to switch back to my Pixelbook. That means no Free Webinar Wednesdays or any other webinars that I'm doing for that matter. So just a little point of reference if that's going to be a big deal. There's a lot of really cool Windows-based computers out there now that have got really good battery life that boot up pretty quickly, but I have embraced the, the Google sphere. I've got a Pixel phone and that pairs really nicely with the Pixelbook. So just kind of encourage you to pop out, take a look, and just kind of browse through some of the cool things that that the Pixelbook has to offer if you're in the market. You don't need to go super duper premium. I've seen some really nice Chrome OS-based laptops for the $300 to $400 range. And for a lot of people that basically they get on the computer, they check email, they've got some basic document editing, they want to browse the web, certainly a really nice option To just buying a regular laptop. So check it out and let me know what you think. I'd be very curious. So now I'm gonna, I'm gonna start the rant portion of my Free Webinar Wednesday. So I want to start off, I'm gonna start off with something positive, and I'm gonna share something that didn't go so well, and I'm gonna finish with another positive because I was told you always want to leave on a positive note, and I think there's some lessons here that we can all learn. So, a couple of months ago, actually on June 5th, which also happened to be my birthday, I turned 49. And if you sat in on or attended or listened to the Free Webinar Wednesdays for that June 5th episode, you may have heard me tell the story of my trip. Yeah. And my unfortunate circumstance of waking up— sounds worse than maybe what it is— waking up on the floor of the Minneapolis airport on my 49th birthday. Now, there was good reason for that. My flight had gotten canceled. It wasn't like I was on an all-night bender pre-celebrating my birthday and that's where I woke up. But my flight got canceled due to weather. The crew ran out of eligible flying time, and by the time they basically pulled the plug, it was close to 11:00 PM in Minneapolis. Wow. And it just didn't make sense to try to get to a hotel and then back to the airport for an early morning flight. So, I stayed on the floor in Minneapolis. Not an ideal way to wake up on your birthday, but it is what it is. But I flew back from Minneapolis to Fort Wayne, Indiana. And in my story, and I've got a LinkedIn post that I did where before I even decided, you can see I've got a couple of cookies in my hand right there. One of them is actually unpacked and ready to go right into my mouth. But before I actually left the airport, I did a quick video on LinkedIn just talking about delighting your customers, making their day. And if you've ever flown out of Fort Wayne, you've experienced this, and if you've not, this is what happens. When you land, assuming it's within the normal business hours, some very nice, typically older ladies and gentlemen, volunteers, ambassadors if you will, to the Fort Wayne International Airport, will greet you when you leave the check-in, kind of the secured area, with a basket of cookies and just say, welcome home. And when I left the area and met my greeter, she gave me a cookie and I shared with her that I had to wake up on the floor of the Minneapolis Airport and today was my birthday. And without batting an eye, she gave me a very sincere and genuine smile and said, you poor thing, have another cookie, have a good birthday, and I hope your day gets better. And I just thought that was awesome because my day started out crappy. It, you know, it was an okay flight, but it wasn't an awesome flight. Luckily, it was a short one, but I was tired. I was uncomfortable. And that could have been the last experience that I had for that trip, but she actually turned it around. And I really don't think about having to sleep on the floor with the mat that you don't even want to know if they clean those things, whatever the case is. But I thought— About the experience and how the last thing that I remember was that genuine smile, that have a great birthday, that extra little cookie, which I know seems kind of ridiculous, probably cost him 5 cents, but it made my day. I shared my story and, you know, just kind of had to put that out there. That video has been seen almost 6,500 times. And 109 engagements, almost 60 comments. I mean, it really generated some positive feedback. I'm sure, you know, Fort Wayne International Airport, if they heard about it, I'm sure they appreciate it. But it really talked about, you know, what are you doing to wow your customers, to delight them, to make their day? Because you have no idea when they walk into your office what frame of mind they've, you know, they've entered your building or they've called you or how they're sending you an email. Your job as a business is to basically put them number one. They always say, you know, the customer is always right. Well, I don't know if that's always the case, but you need to treat the customer as if they're the most important thing at that moment in time. And she did that and did a really good job of it, and I really appreciated it. So let me flip the story, and it ends on somewhat of a positive note. So this is by no means Meant to bash them or, you know, to, you know, try to do something that's gonna be negative. But I had an experience at Camping World, and we've got a Class C, we've got a little Winnebago, and we travel in it, and, and we love it. I probably love it more than my wife does, but we both love it. We take our dogs, I throw the bikes on the back. It's just a really nice way of getting out and seeing things. We visit my parents in Florida. It gives us an opportunity to travel back, and we stop when we visit customers on the way there and on the way home in the wintertime when we don't normally get an opportunity to see a lot of our clients because we work remotely. So, you know, there's just a lot of real positives, and I'm very passionate about my little Winnebago View. And so during one of my recent trips, I left it at a Camping World, and it needed a few service things, and, and So I left it there and I taught school and everything was okay. My initial reaction or experience during the check-in process and everything was pretty good. Everybody was very friendly. I was able to leave it there for an entire week while I was teaching, so that was great. When I picked it up, however, the experience quickly turned because up until when I went out to my RV and opened the door, everything was great. When I opened the door, A little $20 plastic latch on the screen door was replaced at my request because the spring had broken. The latch that they replaced it with wasn't the same latch that was there before. The function of the latch wasn't the same as it was before. I could have shut the door and it would automatically latch. It had a little kind of angled catch that just allowed me to shut the door and it automatically grabbed, so I didn't have to worry about it flopping around. It was a different latch. They had to drill new holes in my door. They had to— I mean, it was obvious it wasn't the latch that it was intended for. And there was a seal that needed to be replaced above the slide-out that when I went and dropped my bikes off the night before was strewn across the floor. And but it was in the shop, so I figured, you know, they're working on it, no big deal. The interior of the RV looked exactly the same as it did when I visited at the shop the night before. So to me, that was an unacceptable way to end a service experience. There was no, hey, the seal couldn't be replaced, we don't have time, we're really sorry. No, hey, we couldn't find that latch, we put a different one on, we're really sorry. None of that was communicated to me. And I'm of course thinking of getting a cookie as I get off, and, and so the service expectation that I have just now has been Let down. So I go back in and kind of report the issue, and they bring up the service manager. And I guess long story short, the service manager, as it relates to this plastic door handle, instead of acknowledging it wasn't the right one, or we're really sorry, or, you know, at least owning up to it, the response was, well, this is what they wrote down. I can only do what I'm given. Which I was really kind of— and I don't know if it was just his attitude, if it was the culture of the organization where you do exactly what you're told and you don't think outside of the box and you don't give anybody more than one cookie. Or, you know, in my mind, there could have been a better way to handle that even before it got to me where the product shows up, it's not the right product. So the decision is made to say, you know what, we're not going to switch this out, we're going to give it to the client, we're going to say, hey, this isn't the right one, maybe hop out to, oh, I don't know, a little site called amazon.com and see if you could find or contact Winnebago for that matter and plug in 2014 Winnebago View screen door handle, which is exactly what I did. While the service manager went to get me a refund, and I found that exact handle online for less than $30 and bought it, and it showed up in my house in 2 days. Now, that $30 handle and the seal— and I get it, they couldn't fix those things— just started a ripple effect. I noticed when I got back to Michigan, there were a handful of other things that didn't get done that I was charged for, and it took me several days to get a response from anybody at Camping World. And unfortunately, the Camping World that's close to where we live doesn't have Winnebago service. So the response that I got wasn't, hey, bring it in, let's see if we can take care of it, and if not, we'll, we'll set an appointment with another Winnebago dealership. It was an email from the dealership that said your nearest Winnebago dealer is here, which happened to be a 2-hour drive away. Now, I don't think what needed to be fixed that didn't get fixed the last time actually has to go to a Winnebago dealer, because I could probably take it to any RV dealership service center and have them fix it, because it dealt with some power and a couple of other things that just for whatever reason didn't get fixed. But the whole perspective of the client experience— and again, I don't know if this is the culture that is created, if it's just an acceptance, or I just don't know. But it wasn't a very good experience for me, and I was, I was pretty bummed out. Now, at the front of all of the doors on the Good Sam is a little sticker from the CEO of the company that says, hey, if you're not happy, I'm not happy. Call me or send me an email and I'll take care of it. Now, I did that, didn't hear anything. I didn't make a phone call. I was unfortunately disappointed that doesn't go to him, it goes to a team of people. Now I get it, Camping World's a huge company. They bought Gander. So, I mean, it's big, probably doesn't have time to respond to little people like me. But I think of another bank CEO that I know down in Edmond, Oklahoma at Citizens Bank, Jill Castille. And she is not opposed to putting her cell phone number on Twitter. She uses it in all of her social media. If somebody has a question, she wants you to call her and it's her number. It's not her assistant. It's not some call center. Now, Citizens of Edmond and Camping World, totally different sizes of organizations. I get that, I understand it. But the expectation of let me know, I'm interested, if you're not happy, I'm not happy, I think that's a little bit bait and switch. Now ultimately, I did get a chance to speak with a service manager at the Camping World. He was very apologetic. He took the initiative to call me back multiple times. I give him absolute kudos for everything that he did. I'm very, very pleased with how everything ended. Rather than refund my credit card, he ended up just sending me a check for the, for the difference. So from his perspective, I think he did everything that he could. I still think in a perfect world there would have been a, hey, can we help you get these last things? I know you don't live here, you're in Michigan, but let's see if we can get into the network and we'll see if we can hook We'll get an appointment, whatever the case is. Still didn't wow me, but I'm okay with it. I honestly don't know if I'll go back to a Camping World for service in the future or if I find somebody else that has the ability to take care of my unit. But, you know, it's, it's okay, but it's not great. And so the lesson out of that for those of you that are running businesses or managing employees is don't set the expectation, don't make people feel Like they're, I guess, painted into a box. Make sure that they know that they have the power to do what they feel is right and they understand what they need to do that's right to take care of the customer. You know, a quick search on Amazon, again, I did it in literally less than 5 minutes and I had that product and that piece ordered. And in hindsight, I probably should have just done that initially and not even worried about it because now I've got 3 new holes that are drilled into my door that are gonna stare at me in the face forever. That's gonna remind me of this experience, which is unfortunate. But I figured as long as it was in, I just have them take care of it. Lesson learned. But at the end of the day, empower your employees to do the right thing. Live up to what they say, or you say you're gonna do, and don't say something that isn't reality. If you give the phone number to your CEO, it better be the number to your CEO. Or don't make it sound like you're gonna talk to the CEO because that's not the case. So now let's talk about something positive— underwear. Yeah, I said underwear. So I want to talk about a company by the name of Keri Loahe. And when we were— if you've ever been on a cruise before, they typically have their stores positioned in ports where cruise ships— and they usually are partnered up with Del Sol, which is the company that has the clothing, the hats, the gloves, glasses, whatever, that changes color in the sun. But Keri Loha, if you've not heard of them before, is a company that makes their products out of bamboo. It is a lot softer than cotton, it's antimicrobial, it doesn't shrink or stretch, it wicks moisture. It's, it's a tremendous fabric. And when we were on a cruise many, many, many years ago I decided to take a shot and I purchased a couple of pairs of the Keri Loja underwear. And I apologize if I'm talking about men's underwear on a webinar, but it is what it is. So I— and I'm not going to share the pictures with you for obvious reasons when we get to a little bit further in the discussion. But we bought their sheets, we bought their pillows, we've bought their towels. My brother has a son, my nephew, who is got some allergies. They bought one of their pillows, and their stuff's not inexpensive if you look at it just from a pricing perspective. But if you extrapolate that over the lifetime of how long you're gonna have these things, it really is a pretty good value. So I went through— I don't say I went through— how do I, how do I phrase this the right way? So here's, here's the men's underwear. That is not me. Of course. So the underwear says guaranteed for life. Now a lot of companies say that, but then, you know, you contact them and they're like, oh, that's normal wear and tear, you know, you've had these for 5 years, you know, you can't be expected. But if you're gonna guarantee something for life, stand behind it. So I started noticing, and I'm a cyclist and I have kind of big thighs, and when I walk they rub together. So that's about as much detail as I want to give. But But I noticed on probably 5 pairs, because I've got a lot of them that I've bought over the years, 5 of the pairs that I had, probably the ones that I bought way, way early on, had started producing holes in the lower area. And I just kind of, you know, I saw that, you know, lifetime guarantee. So I reached out to Keri Aloha customer service and I said, hey, I don't know if this is something that really is the case, but I've got some underwear, they're starting to develop some holes. And I'm wondering if these are things that I can get replaced. Without hesitation, the very next day I got a response back from Carrie Loehaus support. Hey, thank you very much. Yes, if you send us pictures along with the product code and blah blah blah, and they told me where to find the product code that's inside the interior of the actual underwear itself, kind of their tagless, you know, send that to us and we'll go ahead and we'll take care of it. Not a problem. Well, that was about a month ago, and I've been waiting for my laundry cycle to get to the point where all 5 of the articles of underwear were clean, and that happened last week. So, I kind of laid them all out on the bed and put them on a light bedspread so you could see where the hole was. And, I took pictures of all 5 of my underwear that have holes in them, and I put them into a Google photo album, and I sent the hyperlink back to Carrie Loha. I said, hey, I apologize, some of these are so old I can't even see, you know, the details on them, so I'm not gonna be able to get you the product codes. But, you know, here's the picture of all 5 of them. Let me know what you can do. Again, the very next day— actually, I think it might even been later that day— not a problem, we've got 5 brand new pairs of underwear on their way to you, Mr. Cook. You can keep those if you so choose, or you can You can throw them away, but we don't need them back. But your 5 new pairs of underwear should be arriving, and I had them sent up to our cottage because we were spending some time up north. They will arrive at your cottage within the next few days. Thank you for being a KeriLoHa customer. Now, I might have spent a little bit more for underwear with them, but what likelihood do you think I'm going to have in buying any other type of underwear from this point forward. I mean, they sold me. I mean, I buy there, and we were on a family trip, and we stopped in Alaska, and there was a Keri Laha there. Even though I kind of thought I was gonna maybe get a couple of new pairs of underwear from them, I bought some more to add to my underwear collection. But I can guarantee you that this is going to be the preferred company that I'm going to support for undergarments and also for sheets and, uh, and anything else that they produce. I've got a couple of their t-shirts that are super, super comfortable. Um, just can't say enough good things about the Keri Loha organization and how they took care of me as a customer. There was no question. They could have come back and said, um, these are like 10 years old, we haven't made that style, you know, we'll give you maybe 3 pair, but we really can't do anything for all 5. There was never even a question. It was not a problem. Let us know what design you'd like, what color you prefer, and send it along. Now, when I responded— and I'll be curious to see what they actually do— I responded back somewhat jokingly and gave them my address and everything, and I said, as far as colors, I'll let you pick if you'd like to get creative. Feel free to send me some fun stuff, or the ones that I have now are just basic black. So I don't know if they'll get creative and send me some fun colors, but maybe that'll be for a future episode of Free Webinar Wednesdays. But I compare the environment that the Keri Aloha organization created, I'm assuming, where that employee— and, and if they did have to go to a supervisor and go, hey, we've got some guy that needs 5 pairs of underwear, are you cool with this? That was totally transparent to me. The interaction between me and the company made me feel like I was A number one. I had a product that was defective. It had a guaranteed lifetime warranty, and I provided them with photos to verify that that warranty had failed, and they in turn lived up to their promise and sent me 5 new pairs of underwear. So that's the type of culture that I think everybody needs to aspire to. It's the Fort Wayne Airport, it's the Jill Castille example at Citizens, it's the Keri Loha. That's the type of culture I try to create here at WSI. That's the type of culture I tried to create when I was at the bank before I left and started playing on the internet for a living. And it's not to say that the customer always gets to push you over, but if you promise something, you need to make sure that you can stand up and you can deliver that. And if you feel that what you have promised or what the customer is experiencing isn't right, employees need to be empowered to be able to make those decisions to do the right thing. And I would have much rather have had the individual from Camping World go, you know, this lever's not right, and have him go on, either get a hold— because the lever was drop-shipped to me directly from Winnebago Industries. It wasn't like it was from some Levers R Us You know, knockoff company. I bought it directly from Winnebago on Amazon, and it came directly to me. So, so the fact that that somebody within that organization doesn't have the same capability as I do is is an unfortunate circumstance, and I hope that they do get that fixed. And again, the gentleman that I spoke with to wrap everything up admitted that there were some issues, and. I kind of appreciated— I might have been the straw that broke the camel's back, that it sounded like there might have been some things going on prior, but I just was the one that vocalized it and kind of validated that things need to change. So, so hopefully things turn around, and, you know, maybe when I'm back in that community again down the road, I'll give them another shot. So those are my ramblings. I hope that I didn't get too soapboxy for you, because I think at the end of the day, The message that I'm trying to convey is one of a positive nature. Take a look at your employees, take a look at yourself, and make sure that you are empowering them and your organization and your process to be able to take care of your customers and do the right thing. Because at the end of the day, you may get somebody like me that decides to hop on a webinar and brag about how awesome his underwear is, and maybe you'll decide to go out and purchase some underwear or check out their sheets or buy some of their, you know, thirsty, very soft towels. Whatever the case is, you know, very happy with Keri Aloha. If you live in the Indiana, Michigan area, fly out of Fort Wayne, get your cookie. Parking's easy and cheap, small airport, super friendly. So a couple things just to think about as you kind of work on your day. Next week we will not have a Free Webinar Wednesdays. I'm gonna cancel next week's show. I'm actually gonna be in Seattle. I take off out of Denver on Friday and I fly to Seattle. I'm at the Pacific Coast Banking School for an entire week teaching, and that will be— I believe it's the 3rd annual PCBS hashtag battle. So we will be selecting hashtags. It's one of my favorite events of the year. I teach 2 classes, an 8 o'clock session and a 10 o'clock session, for 5 straight days. And on the very first day, each class selects their own individual hashtag, and we use that hashtag throughout the week on Twitter and Instagram and in other areas as well. But I use a tool that allows for me to track and monitor the utilization of those hashtags. And during class, we analyze engagement and activity, and the platform that we're using even has built-in economic model based off of how much would it cost if you had to buy advertising to get the same amount of visibility based off of retweets and shares and comments and other sorts of social engagement factors. So I'm really excited about next week's class and spending time with a bunch of amazing bankers in Seattle for an entire week and, and kicking off the hashtag battle and seeing what sorts of cool things come up. First year we generated over a million impressions for the school. I think we topped close to 600,000 impressions last year, so I don't know where we're gonna end up this year, but I'm pretty excited about putting this tool to use and kind of teaching bankers on how to build a brand and start a conversation and all that's involved in online relationship building, particularly in the digital age. So if you are following me on Twitter, you'll probably see some of that hashtag activity going on. If you're not, hop over to @EricCook on Twitter and keep an eye out for some of the hashtags likely going to be starting with #PCBS something or other behind them. But the hashtag battle is going to be on, as my good friend Lee Wetherington has said a number of times on stage, it's going to be on like Donkey Kong next week. And So it'll just be fun to watch everybody kind of engage and interact with each other. So no show next week, I will be in class, but check it out on Twitter. Follow the chat stream and the hashtag #TheConversation and feel free to chime in and participate if you would like. We'd love to, love to see you there as well. So we'll be back the following week. Thank you for joining me today. Again, if you did join live, thank you so much. If you are watching this on a recording, Thanks for joining the recording. Feel free to share this show with your friends, colleagues, and coworkers and spread the word. Again, every Wednesday at 1 PM Eastern time, as long as yours truly is not on a plane, on a stage, or on vacation, we'll be here with a live show. So until then, have a great couple of weeks and we will be back in September. Have a good week, everybody. We'll take care. Bye. Bye-bye.