When do you stop caring about your product and customers?
I know this may sound crazy, but I truly believe that many businesses stop caring about their products and/or their customers. Which leads to the title of this post, “When do you stop caring about your product and customers?”
What do I mean by this? Two things: Short-Sizing and Cutting Quality.
With Short-Sizing, they’re flat out lying to their customers. Instead of having this conversation with customers: “Hey loyal customers who give us your hard earned cash, we need to talk. To keep our profit margins, we’re gonna need to either cut back the amount we give you OR we’re gonna have to raise prices. Which do you want?” They simply choose to lie and then go to great lengths to hide it.
With Cutting Quality, they’re saying: “Well, we know the product is good, but we’re going to start making modifications to increase our profits. Sure, we’ll be making the product at slightly less quality, but hey, we gotta sell more. Plus, the newer customers won’t know it was ever that good in the past.”
Granted both of those are food related, but let’s face it, we know it goes beyond just food.
Apple has cut giving out free remotes with new Macs and the high end iPods don’t come with all the free tricked out extras that my 60 gig iPod+Photo did. I received a docking station, A/V cable to hook the iPod to my TV and a nice case to protect the iPod. Now an iPod comes with a USB cable, a small power brick and earbuds. iPhones comes with the same, no dock ($29.00).
How does this relate to conferences and/or the 360Conferences biz? Simple. I was thinking the other day that John and I try very hard to make each show better than the previous one. We’re constantly tweaking, trying to add more value for your money. We added more sessions to San Jose to get you more bang for your buck. In Indy, we’re adding a new track aimed at the business side of Flex to help out in these tough economic times.
Yes, we’ve raised prices and we’ve cut back on some things, but we talked to our customers. We asked for feedback. I assume we’re doing good because we keep selling more and more tickets. Plus, people keep saying that each show is better than the previous ones.
That’s the way it should be. You should delight your customers by giving them more than they expected, not by short changing them in hopes that they don’t notice. (Yes, we faultered a bit in Europe and underdelivered, but we definitely weren’t trying to pull a fast one there. We just made some bad mistakes that we can hopefully make up for in the future.) We think it’s time business started overwhelming and impressing customers. Time and again it’s been shown that it works, loyalty increases, additional purchases increase, etc. Few companies can get away with underwhelming, and keeping their customers.
25 startup commandments.
Someone (i can’t recall whome) twittered this. As I read the list, many didn’t apply, Tom and I have no API. I suppose maybe we’re our API, does that analigy even make sense? I dunno. Some of them however made a ton of sense to me, and I found myself feeling better about some, and worse about others.
Ain’t that the truth! Conferences and trade shows date back to Jesus. Granted we’re small and nimble and taking the big ones on, but still we’re the same too.
This rings true to me a lot. Tom and I have odd problems of scale. We’re both employed full time, yet our model of events doesn’t bring in windfalls on a single event. We can’t scale up to more shows without doing more shows, you see where I’m going with this :)
Tom and I spend a pretty good amount of time thinking about our competitors. There’s no direct but many, many indirect competitors that could decide to become direct competitors, and likely will. Most are in the Charge too much model, some are in the Community isn’t the important thing model. We all have our differences.
This is a big one IMO, and one that Tom and I fight about a lot. 360Conferences is a two man show, done part time, our attention is stretched and often things don’t happen when it might make sense to or things don’t get done. It sucks, but for now is the nature of our business model. The upside is, most people don’t seem to notice, but I think I have an ulcer the size of Rhode Island, I know that’s still not very big, but come on!
Done. Tom and I thankfully aren’t greedy. We’re not very good capitalists in that sense, but it works for us. Sure we’re not our Startup’ing full time, though I’d like nothing less, we’re not raping our customers, and that’s what’s most important to us. We give a ton of money to charity, even though we don’t make enough to pay us salaries yet, because it’s important to us. Monstrous Greed, squashed. Now terror, that’s another story :)
I only took a few, go read them all. They’re incredibly salient no matter what your startup does, and may open your eyes to a few things.
And so it begins. Big over priced events are failing
Last week Adobe announced that it would not be participating in Macworld (they also laid off 600 people, wonder if it would have been less if MAX didn’t cost so much to produce?). Following that announcement was Seagate and Belkin.
Tom and I aren’t surprised. We’ve believed, and said that events of this magnitude are doomed for some time. The economy is speeding the process up, clearly.
“And while these by themselves aren’t necessarily dangerous to the show’s health, people familiar with situation also claim that attendee registration is down by 20 percent versus the same period last year, providing the main reason for IDG’s last-minute extension of the Early Bird discount for registration until December 8th.”
I can imagine registrations are down. Companies are laying off hundreds or thousands (AT&T announcing something like 12,000 jobs to be cut), sending a single person to an event that runs well over $1,000 just to get in the door, let alone, airfare, hotel, and incidentals, is likely out of the question for many businesses, let’s not even look at the cost of sending several people. No duh, they’re not gonna send them!
Looking at these events from the consumer stand point, I can also see why registration is down. If I’m an indie iPhone developer, looking to network, how successful am I likely to be at an event the size of Macworld? Is it worth spending my own coin to go be lost in a sea of people? Even more so, a sea of people who aren’t all in my sphere of interest. Do I care about the Pro tools people? No not really. I’m sure they’re nice, but our worlds don’t intersect much.
It makes much more sense to attend an event focused on my sphere of interest, with sponsors and speakers talking about iPhone Development. It also makes sense that this much smaller event will cost less (it should, and those that don’t are robbing people), and oh yeah at an event that’s focused on my interests, the community will be more than a huge ocean of people, it’ll be a smaller sea of all people I want to meet, and it’ll be easier to meet them.
Sure super huge mega shows will never go away, they’re marketing expenses usually and help clean up the books. But the conference and trade show space, is quickly making room for the smaller indie events, that serve a tighter (better IMHO) community, affordably, while still offering top notch sessions, speakers, and sponsors.
Oh yeah, this example also serves to make clear our intentions :) 360|iPhone is coming.
Youtube videos that really capture "US"
Tom sent me this video, It’s long, but worth every minute. It’s about youtube, but the community aspects really resonate with us, on a 360|Flex level.
This one, I came across and sent to Tom. It speaks (through Gary’s voice) to why we do it at all. My favorite quote, which really rang true in the tech conference space, was “Listening to your users, great, but giving a shit about them, that’s huge!” That’s not verbatum, but close. And I agree. Lots of conferences and conference organizers, claim to “be community” and say they “Listen” but in my experience, that’s totally bogus. They may ask questions, but don’t seem to act on the answers, and “being community” is more about having a lot of people in attendance, but not really caring that they enjoy themselves, or that they get something out of the event.
Tom and I run 360Conferences at night, because we have to. We didn’t look at the job and think, “Well we’ve got jobs, so we can’t start this business”. We just started it, in the time we have. Sure we don’t want to keep it as a side job, we hope to pay ourselves to do what we enjoy, if not love, but in the mean time, we do what we have to do, to serve our customers and community.
Take a look at these, when you have time, the Gary V. one is only a few minutes long, so watch it now :)
What do you think?
Community Truth vs Business Ideals
I was watching this video by Michael Wesch (Thanks Steve for the link) It got me to thinking about business and community. For John and I, the two are linked for two reasons:
- Our business is serving the community. With no community, we have no business.
- We participate in the communities we serve. We’re real people, not faceless business owners.
Michael makes the case for cultural inversion in his video:
The concept is people express one thing but really value another thing. Here’s how I see those 3 inversions manifest themselves in the Flex community and our business.
Individualism vs Community
A majority of our attendees and nearly all our speakers blog. It’s normally a personal blog, though a few are grouped (Adobe Blogs, InsideRIA). This is where their individualism shines through. These same people though also are the biggest advocates for our show. They use their individual blog to invite their community (readers) to meet up with and hang out with them at our show. Thus our community is actually comprised of many smaller communities agreeing to meet at one specific time and place.
The company (360Conferences) itself is two individuals: John Wilker and me (Tom Ortega). We have no office. John lives and works in Colorado, while I live and work in California. We both have personal blogs aside from the business blog. On our own blogs, we post on very different topics: John’s are usually techy with hip and wit tossed in, while mine are mushy with tech thrown in. Our styles are different: His are quick and stream-of-conscience, while mine are lenghty and (re)edited for days before posting. Yet, he and I together help form and create the 360|Flex community. A community that would exist in parts had we not created our biz, but a community that we proudly claim as our own.
Independence vs Relationships
Everyone screams of being independent: Doug McCune with his ‘hawk and frank speech, Jesse Warden on being your own boss, and every developer who wishes they could pick and choose which projects to work on. Independence and relationships, however, live in a strange, self-feeding, yin-yang circle.
By being independent in our thoughts and in our actions, we attract like minded people. This attraction leads to discussions, which in turn leads to relationships. These relationships at times become business opportunities (consulting jobs on code, teaching, etc). The money from those biz opps then turn right back around and allow the independence to continue and move to a higher level.
We’re independent from Adobe. That is single handedly the hardest concept hotels and vendors have with us. Here’s the typical conversation:
Them: “What’s the show about?”
Us:”A product from Adobe called Flex.”
Them: “Oh, you work for Adobe?”
Us: “No, we just put on a show about their product.”
Them: “Oh so they hire you to do this?”
Us: “Well, they sponsor the show, but no they don’t hire us to do this.”
Them: “Oh, so you work for a big company that does trade shows?”
Us: “No, we are the entire company. We’ll be negotiating the deal with you and signing the checks.”
Them: “Oh, okay. I see.”
They really don’t see, but that’s okay. John and I often think about our relationship with Adobe and other big companies. I always thought it would be dreamy to maybe cozy up with them more, but I recently read this. I now see that to not lose focus on our customers, we’d have to stay independent. (Let the record show, John was never so much on the partner kick as I was. See, toldja he’s the smart one.)
Commercialization vs Authenticity
lonelygirl15, which Michael mentions, best illustrates this point. She was a lonely teen that people fell in love with via her vlog on YouTube. Then it came to light that lonelygirl was a fake and not so lonely. There was a mad uproar as the community fought back for being duped. What’s odd is that businesses which serve customers (and thus by default, communities) are at times at odds with community. I’m thinking of Paramount attacking Star Trek fansites in the early days. Or Coke copyrighting their shade of red and banning it’s usage. Or even more recently, the iPhone and the ban against discussing it’s SDK (The ban is now gone, I know but I’m making a point here). There are many businesses that supposedly care about you, but make it so hard to let you show how much you care.
We want to grow the Flex community with 360|Flex. Therefore, since that’s our goal, we need to try to do that as best we can. The best way to do that is to do it cheaply and easily. With 360|Flex, we try to keep the cost low. We do have to charge for attending our show because the meeting space, food, speaker rooms, etc aren’t given to us for free. Thus, we’re commercial in our business because we have to be. But we generate a lot of content, over 40 sessions per show. We have so many sessions that even as an attendee, you can’t see them all. Surely, we could do something with them, right? We needed to stick to that authenticity aspect of our goal.
We tried selling videos of the presenters. That didn’t work out so hot though, even though we kept the price cheap. Our distribution reach was way too small to make that successful. Adobe came to us with an interesting offer before our last 360|Flex though. “Let us record all your sessions and rebroadcast them for free.” At first, the business side of me was hesitant. “Don’t do it! Why will people pay to come to your show, when they can watch it for free later?” I quickly came to my senses and said, “For the same reason they come now, to meet with and interact with the community.” I think Ryan’s post best exemplifies what I mean by that. People come to our shows not only to learn FROM one other, but to also learn OF one another and become a tighter community.
John and I try to be authentic as well in all our dealings with customers (we greet you all at the reg desk) to our vendors (we chat with them in the same manner as you). One of the most interesting aspects for me is seeing how people react to our authenticity. Many hotel coordinators tell us the same thing, “We want you back. Not because of your money, but because you guys are not like everyone else.” Aside from wearing flip flops (me) and being funny (John), I guess we’re just not pretentious or distant like other conference planners are. It’s odd to me to hear that, but nice to be that breath of fresh air for them.
It’s also funny to hear the shock in people’s voice when they call the “company number” and they get me. “Like, Tom the guy running the show?” LOL If only my friends, wife and kids held me with that kind of awe. Life would be much easier at times.
Business is an odd beast for sure. Like I told John, the road seems long and lonely at times, but then we get to a show and life is grand. There’s nothing like meeting a customer face to face and making that connection. Yes, Michael’s post is about YouTube and connecting virtually while our “product” is about connecting physically. However, I don’t doubt that soon enough, we’ll be seeing YouTube conferences popping up. Hmmmm….now that’s an idea. Who’s up for a YouTube conference?
"Why are you picking on CFUnited?" answer, CFU launches Stellr and another nugget on speaker costs.
In a previous post , an anonymous commenter recently asked John this question: “Why is this post specific to CFUnited when there are so many other conferences that charge the same, if not more (i.e. Max)?”
It was actually my post, not John’s. Therefore, I’ll answer the question as to why CFU since John covered the why not MAX part.
If you glance back at the post, you’ll see this as the opener: “Based on some info on this post by Sean Corfield, the ticket sales from the last CFUnited event equals the total cost of all 5 360|Flex shows and all 3 CF.Objective() shows.”
This post was continuing the conversation on a topic chosen by Sean Corfield on his blog. I didn’t “single out” CFUnited (CFU), but rather picked up on a point presented by Sean. If you read the “Final Math” section of Sean’s post, you’ll see that Sean was simply stating that he didn’t see the value of CFU and felt that CF.Objective (CFO) was a better show for the money in 2008. That got me to thinking about how many CFO shows could be produced with roughly the same sales figures from CFU. So I asked Jared for his rough numbers, in chatting with him I gave him our rough numbers (though our numbers are wide open, I didn’t expect Jared to know them off the top of his head). At that point, we realized that all of our shows were covered by roughly the sales figure from the latest CFU. Like John says, we’re in the conference business so we can make a good guess based on numbers, costs, etc. Yes, we believe in transparency and believe everyone else in business should too. (I think not being transparent is sad, scary, and destructive i.e. look at the recent $700B bailout for financial businesses not being transparent and therefore, sadly, not honest.)
I am NOT insinuating that Liz and company are dishonest in any way by not being transparent. Liz sounds like a great person and Michael was a very nice guy last time I hung out with him at MAX. I can only assume their lack of openness is because they feel their numbers are an integral part of their business (a competitive edge) OR they’re afraid of how their customers would react to seeing the numbers without knowing the facts behind them. I’ll assume it’s the former since many businesses do hold that belief and thus I can’t blame them for holding such a belief. John and I don’t agree with that mode of thinking though, because to us the magic in a service oriented business is not in costs as those are primarily fixed. Sure, you might be able to pay $3 for a soda vs $3.25 but really, it’s still expensive as heck. Rather, to us, the secret sauce is customer service and attitudes towards what is important. I.e. Flash on the Beach (FOTB) thinks lunch is unnecessary and spends the money that would’ve gone on food to cover speaker costs. We think lunch is important as a network opp, which prevents us from getting some speakers who only speak if all costs are covered. Is FOTB right and us wrong? Or vice-versa? I can’t say, only customers can. However, because some speakers decline to speak at our show due to us not paying all expenses, that means we have to homegrow speakers and seek out newcomers to the “speaking circuit”. I think everyone benefits from this. The popular speakers travel less and more speakers move into the spotlight. These new speakers then become available to all shows (i.e. look at Doug McCune. I had to convince him to present at 360|Flex Seattle despite his “What would I present on?” attitude and last month he spoke at FOTB. I’m not saying I “made” Doug into the great programmer and speaker he is, but I did help nudge and bring him into the speaking scene.)
There are many topics (and shows) we talk about internally, but didn’t pertain to the topic that Sean brought up. If you read our blog, you’ll see we talk about many shows in their own respective posts. I was merely going to post a comment on Sean’s post, but instead it turned out much too wordy for a comment and thus I wrote the post. (Much like this was going to be a comment to the Anonymous comment, but again I got all wordy.) If you look at Sean’s comments, I’m second to last. The last one being Sean who was very interested in my insider’s perspective on an issue he brought up. An insider’s perspective that Liz could’ve commented on and cleared the air about at that time.
Fast forward to October 10th and you see the announcement from CFU about the formation of Stellr. Fast forward to the 15th and you see Sean being glad CFU listened and CFU being glad that Sean noticed they listened. Now, is the whole Stellr thing due in part to the discussion had by Sean and I? Or was Stellr in the works for years and it just coincidentally launched after a “poor” show in 2008? Is Stellr going to gear CFU to target some of CFOs attendees in an attempt to win back market share? Will Stellr borrow concepts from the lower cost shows in an attempt to win back the hearts of it’s detractors?
I don’t know, but I applaud their efforts. I’m eager to see what Stellr has to offer and, if need be, competing with them for customers. Any time a company begins to listen to it’s customers, only good things can follow. Competition, good competition, makes for a better product for customers. Is that something you agree with Anonymous? (Also, why comment anonymously? Really, do you think we’re gonna track you down and start spamming you with hate email or something? LOL)
Showing our appreciation, MVP program
On top of giving back to the commnity, Tom and I decided that we needed to show our appreciation, on a smaller scale, at the person level. We decided to start the MVP program just after we got back from Atlanta and Milan. Nick Kwiatkowski and Michael Labriola really stepped up and helped us out. They did so for no other reason than to help.
Upon reflecting on that help we realized that each of our events had an MVP: someone from the community that went above and beyond any expectations. Either with guidance in business, logistical help negotiating the Adobe landscape, or helping us burn USB drives, or acting as translator for us in Italy, helping smooth out some of our harrier international incidents :)
To quickly recap from our Wednesday keynote from San Jose ’08:
- San Jose ’07 – Ted Patrick. Ted was an orginal founder and was instrumental in getting this ball rolling.
- Seattle – Ed Sullivan – Our man on the inside of Adobe; Eddie helped us find the right people to talk to for whatever problem we had. He helped us not go crazy dealing with the Adobe corporate machine. We love you Adobe employees, it’s just the machine that gets in the way sometimes.
- Atlanta – Nick Kwaitkowski – Nick helped us burn USB drives and man the registration desk. We were admittedly a bit unprepared and Nick helped us not look completely lame.
- Milan – Michael Labriola – Mike helped us a TON. His Italian mighta been rusty, but our Italian was corrosive, so Mike was a god send when dealing with registration issues. Plus he was instrumental in ordering dinner without nasty looks. :)
- San Jose ’08 – David Bigelow – Dave is possibly an unlikely source of business knowledge for us, since most of his advice directly impacts him as a sponsor. That said, he’s been the closest thing to a mentor in business Tom and I have had, and we’re hoping that relationship (as well as the organizer/sponsor one) continues to grow and flourish. Dave has opened our eyes to a lot of business realities we had overlooked.
Thanks you guys!!!!
We wish we could do more, but hopefully the cheesy plastic trophies and Olympic-like medals show how much we appreciate you more than words can :) Plus you can defend against ninjas with them, which has to be worth something.
The Bowling League shirts are worth something though, so we’ll have to get together and play a few games.
Paying for 14,000 meals sure does feel good
Back before we were profitable as a company, we made a promise:
20% of all future profits of our shows will be given back. 10% will be given back to the community which the conference serves and 10% will go towards making the world a better place.
It’s easy to pledge money when you don’t have it. It’s quite another thing to follow through when you do. Money has all sorts of effects on people and sadly most of the effects are not good. We think that a lot of these issues would be solved if some of the profits were given back. It’s hard to be greedy and all about money, when you give back and see the fruits of the generosity.
At our most recent 360|Flex event in San Jose last month, this was the breakdown:
Community 10% - We gave over $9,000 in tickets to Flex User Groups. In addition, we’re buying a PlayStation 3 as the prize for the OpenFlux competition. That’s more than 10%, but who’s counting. :)
World 10% – We gave $7,000 to Second Harvest Food Bank and $1,000 in prizes to those that helped with the Charity Flex Code Jam. The code jam built a “hot meal locator” application (search for zip code: 95117) for Second Harvest. Ali Daniali led the effort, we provided the hotel room and conference space.
Second Harvest wrote this in regards to our donations:
Another huge thank you for the most generous gift you presented us with today. Your gift of $7,000 will help us buy enough food to provide at least 14,000 meals for low income people in need. That’s a lot of hunger relief!
Your gift will change lives this month and into the fall. Again, thank you for your partnership.
And thank you for all of the programming and developer hours that went into creating the application for our call center to become available after-hours. That is something we have been dreaming about for years. Many of our food recipients work during the day and can’t easily, or discreetly, call the Food Connection hotline to ask for food assistance between the hours of 8:00 a.m. and 4:30 p.m. Now there is a solution.
I would love to talk with you more about your company’s philosophy of giving back – I welcome the opportunity to learn about excellent ideas, as it ads to my arsenal of thoughts to share with other like-minded companies.
To be able to provide that was truly an honor for John and myself. We were both surprised by just how good it felt to give back. To be honest, it felt way better than becoming “profitable” as a company.
We share this info, not to pat ourselves on the back. Let’s not kid ourselves here, $7K is but a tiny drop in a global sized bucket of needed relief. We do it instead for two reasons.
First, we want to challenge you and your business to do the same. You can match our $7K donation to the Second Harvest Food Bank (email info@360flex.com if you do). More importantly though, we’d challenge you to match the ’10% back to make the world better’ pledge. You may have your reasons on why that isn’t possible, but to be honest we don’t want to hear ‘em. It’s a challenge because challenges are hard, not easy. If it was easy, there wouldn’t be much of a challenge now would there?
Second, if you came to 360|Flex, this donation is every bit because of you. Much like how John and I are merely the messengers for 360|Flex, we’re just the messengers here as well. The $7K was a portion of all the funds you gave to us, funds that you entrusted us to do the right thing with: Put on a good show and make good on our promises.
Hopefully, as time goes on, we’ll be able to increase our contributions. John and I will likely not change the world all by ourselves, but every little bit helps. Plus, if we can inspire others to do the same, we get that much closer.
Why we chose USB thumbdrives
Did the last conference you attend give you it’s material on a DVD or CD? After browsing the disc one, did you find yourself stacking the disc with that pile of AOL discs? Hoping someday, some new drive will be able to wipe them clean and make them useful again?
Yeah, been there done that. Sucks, I know.
Remember the last conference you attended? Was there a worker bee standing outside to hand you a piece of paper with questions on it? Was (s)he there to collect your paper survey? Did you rush to fill it out as the session ended? Did you opt to not fill it out because you had no time or no pen?
Yeah, been there done that, too.
Those are the two reasons we went with USB drives. CDs and even DVDs are useless for the most part. Once you’ve copied the materials off onto your computer, you chuck the disc. What a waste (Literally). It occured to us that USB thumb drives aren’t that expensive, so we looked into it. After finding a sponsor to split the costs with us, it was just about the same price as having a CD mastered. Oh and we could update the content, any time. Burned discs are a bit hard to update. Speakers like to update their presentations once or twice between handing the “final” over to us. With drives, attendees come and get the latest and greatest right there at the registration desk.
Feedback is the cornerstone of how Tom and I do things, so getting feedback from attendees on sessions was paramount. We had to know who should be invited back and who shouldn’t. We also wanted to make that data available to speakers so they could evaluate themselves. Who wants to wait months to find out what people thought?
We wrote an AIR survey app so that attendees wouldn’t have to fill out paper. They could even fill out survey’s in their hotel room, going back to the other sessions they had sat in on. Killing trees to make paper surveys just doesn’t make sense. Add to that the amount of work that went into manually (remember, it’s just Tom and I) recording the data from the paper surveys into a meaningful digital repository so speakers could get feedback. It was months before speakers had their feedback. Weak Sauce!
Some interesting numbers:
Paper Surveys:
San Jose ’07 – 300 surveys
Seattle ’07 – 880 surveys
AIR Survey Submissions :
Atlanta ’08 – 750 surveys*
San Jose ’08 – 930 surveys
*I think we’d have had more but the app had some initial issues on the first couple of days.
We’re trying to make sure it’s worthwhile for attendees to answer the survey (paper or electronic). All raffles are based on submissions. You give no speaker feedback, you don’t win any prizes. We think that’s fair, everyone benefits.
The USB drives were one of those kill many birds with a single stone things; 1. we’re saving trees, 2. we’re delivering a survey app to attendees that allows more and faster feedback to speakers, and 3. allows us to add content for attendees right up until 5:30 on Wednesday.
Win, Win, Win Dont’cha think?
It’s nice to see openness and transparency
tap tap tap, makers of several iPhone/iNewton apps, posted their sales figures for a week.
It’s nice to see others being as open as Tom and I try to be.
Tom and I try to be as open as we can, we’ve called on some of our competitors, to no avail, to be as open. We feel that a company should have nothing to hide or be ashamed of, if you’re embarrassed by your profit margins, and don’t feel comfortable telling your customers, well that says it all. Tom and I aren’t.
It’s cool to see how the iPhone application market really works. We’ve all read about it, etc, but Tap, tap tap SHOWS us, which is the most powerful way to communicate!
As businessmen, Tom and I give our Kudo’s to tap tap tap for their openness.
