- 7 weeks ago
CTP (S4ESepSpecial2) Customer Service Hell
We talk with Tom Van Der Weel about what 100,000+ monitored business calls reveal about customer service, leadership, and the quiet moments that make or break trust. We dig into why “being nice” is not enough, how bad metrics create bad behavior, and what a more human customer experience looks like as technology and AI keep expanding.
• Tom’s Iowa background and the Dutch roots of Pella
• What “this call may be monitored” really means in quality assurance
• The funniest and most alarming real call stories Tom can share
• Why most customer interactions are mundane and why that matters
• The holy trinity of customer satisfaction: resolve the issue, be courteous, respect time
• How offshoring, self service, and AI shift expectations, especially for Gen Z
• The three minute call limit story and how leadership metrics can trigger hang ups
• What strong customer experience leadership looks like in practice
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AI images/videos/audio CTP uses: https://tinyurl.com/GalaxyMagicaAI
https://tinyurl.com/BookPromotionViaFiverr
- other services: https://fiverr.com/jlenarddetroit
We talk with Tom Van Der Weel about what 100,000+ monitored business calls reveal about customer service, leadership, and the quiet moments that make or break trust. We dig into why “being nice” is not enough, how bad metrics create bad behavior, and what a more human customer experience looks like as technology and AI keep expanding.
• Tom’s Iowa background and the Dutch roots of Pella
• What “this call may be monitored” really means in quality assurance
• The funniest and most alarming real call stories Tom can share
• Why most customer interactions are mundane and why that matters
• The holy trinity of customer satisfaction: resolve the issue, be courteous, respect time
• How offshoring, self service, and AI shift expectations, especially for Gen Z
• The three minute call limit story and how leadership metrics can trigger hang ups
• What strong customer experience leadership looks like in practice
SEND US FEEDBACK: https://www.buzzsprout.com/2210487/fan_mail/new
https://tinyurl.com/SubscribeToCTP
CTP Audios: https://tinyurl.com/CTPonBuzzsprout
CTP Videos: https://tinyurl.com/CTPonBITCHUTE
https://tinyurl.com/CTPgear
https://tinyurl.com/JLenardDetroitGear
AI images/videos/audio CTP uses: https://tinyurl.com/GalaxyMagicaAI
https://tinyurl.com/BookPromotionViaFiverr
- other services: https://fiverr.com/jlenarddetroit
Category
🗞
NewsTranscript
00:00:00Hello, welcome to another episode of Perstitutionalist Podcast.
00:00:06I am your host, Joseph M. Leonard.
00:00:09That's L-E-N-A-R-D.
00:00:12It looks French.
00:00:13It's not.
00:00:14It's Leonard without an O.
00:00:17Thank you for tuning in, as Graham Norton used to say, on his show.
00:00:24Let's get on with the show!
00:00:28Joining me today is Tom Vanderwell.
00:00:33Separate words, not like Vonwell sometimes could be maybe together,
00:00:40but Tom Vanderwell, which my OCD brain and my audience knows I can't pass.
00:00:47I've automatically got to go there to the first question.
00:00:50How do you like your steaks done?
00:00:53Medium rare.
00:00:55Oh, of course!
00:00:57Wrong answer!
00:00:59It's got to be well done!
00:01:01No!
00:01:02Proper joke response!
00:01:06And I like...
00:01:07Yeah, ba-da-boom, exactly.
00:01:10Ba-dum-bum.
00:01:11And at the end of this episode, I will be tacking on my job well done, sir.
00:01:19All right!
00:01:20Absolutely, quality assessment.
00:01:21So, there'll be that play.
00:01:23That's what it's about.
00:01:24Yeah, and I'm thinking this will...
00:01:26Even though we're recording June, this will probably air September, so I'll also be tacking
00:01:32on my Awake song for the 9-11-ish time, as well as my Hope song.
00:01:39But you are the author of This Call May Be Monitored, What Eavesdropping on Corporate America Taught Me About Business
00:01:51and Life.
00:01:52And, yeah, hold that up again?
00:01:54Yep, yep, yep, right here.
00:01:55For the benefit of those viewing behind-the-scenes video, there's the cover.
00:02:01If you're on audio, why?
00:02:04Why aren't you watching my video channels?
00:02:06But, yeah, for the benefit of the audio and the transcript, it's T-O-M-V-A-N-D-E
00:02:14-R-W-E-E-L.
00:02:17And the book, again, is This Call May Be Monitored, What Eavesdropping on Corporate America Taught Me About Business and
00:02:25Life.
00:02:25But first, aside from the stink joke, where were you born and raised?
00:02:33Were you now those sorts of nitty-gritty details?
00:02:36Oh, absolutely, yes.
00:02:37I am born and raised in the state of Iowa, and since a lot of people don't know where that
00:02:43is, it's smash-dab in the middle of the country.
00:02:46Not Idaho, where they grow potatoes, but Iowa.
00:02:50Corn, Huskers!
00:02:51Or corn and beans.
00:02:53Yeah.
00:02:54I just saw the news, you just had your primary, yes?
00:02:58You did, as a matter of fact, yes.
00:02:59Again, we're recording in June, people, so, yeah.
00:03:04I drove to Des Moines when I was in Kansas, Lawrence, Kansas.
00:03:09I drove over to Des Moines one time, but I've not been in the state for any extended period of
00:03:17time.
00:03:18Yeah, you know, I mean, number one, I love, and I love being from Iowa.
00:03:23I love the state.
00:03:25In fact, you know, I get that a lot of people want to go south and get warm when they
00:03:30get older and stuff like that, but I'm never leaving.
00:03:32Well, you don't have our winters, like Great Lakes State or the land of a thousand lakes with all that
00:03:42snow accumulation.
00:03:44Exactly, right.
00:03:45And, you know, so we've got the Iowa State Fair is, you know, one of the top ten things.
00:03:51I'd love to visit for that.
00:03:55The Field of Dreams, which I, you know, I've been to and is amazing.
00:04:01They now show a game there every year.
00:04:04They see the MLB features a game there.
00:04:07That's great.
00:04:08Absolutely.
00:04:09So, you know, it's a quiet place, but it is so, so fun.
00:04:16And I live in a little town called Pella, Iowa.
00:04:20It is the coolest little town in all of America.
00:04:25That's not where the Pella Filter Company is, is it?
00:04:29Pella Windows and Doors.
00:04:30Oh, Pella.
00:04:31There we go, that I recognize.
00:04:33Yeah, so every year we, so it was founded, it's fascinating, it was founded actually by a Dutch pastor who
00:04:43decided that he wanted to create a city of refuge in America because he was being persecuted back in the
00:04:51Netherlands.
00:04:51So, the town itself was created, designed by a pastor who wanted, you know, wanted this, this little town in
00:05:01Iowa.
00:05:02And to this day, people come from the Netherlands.
00:05:05In fact, just last year or the year before, the Netherlands ambassador to the United States came to Pella and
00:05:12was like going, you guys are more Dutch than we are.
00:05:16It's weird, but that happens.
00:05:18It's like living in Amsterdam in the middle of Iowa.
00:05:23And we have like a half million tulips in our little town.
00:05:28Without all the brothels, I take it, though.
00:05:30Yeah, yeah.
00:05:32Believe me, you will not find a red light district in Iowa.
00:05:37That state in Amsterdam, the rest of it is in Iowa.
00:05:41Yes, yes.
00:05:43The legal drugs and prostitution are not part of the whole deal.
00:05:47Those are over there still.
00:05:49Yeah, so like the believers, yeah, the believers came to America and left the heathens over there.
00:05:58I love it, I love it, I love it.
00:06:02So, indeed, for those viewing on video, they saw on your shirt, Huff Up Again, Intelligenics, which is behind you
00:06:14in there also.
00:06:15So, tell us about that.
00:06:17Yes.
00:06:18So, I actually was hired by the company back in 1994, and now I own it.
00:06:27We are a research company, basically.
00:06:30We help companies measure and improve the customer experience.
00:06:36So, we do market research.
00:06:38We used to go through all that.
00:06:39I used to work for Kmart HQ.
00:06:41So, yeah, I understand all that stuff.
00:06:45And then, number one, I'm wearing my America 250 shirt.
00:06:49U.S.-based corporations.
00:06:51Get your damn customer support back in the U.S. where it belongs.
00:06:57Anyway, all right, rant over.
00:06:58Go on.
00:07:01So, yeah, so we help companies measure and improve customer service, you know, service, customer support.
00:07:07And in my career, so you call.
00:07:11I mean, everyone has had the experience of calling, and you hear, this call may be monitored for quality and
00:07:17training purposes.
00:07:18And everybody thinks, does anybody really listen to those calls?
00:07:23Well, me.
00:07:26I was hired in 1994, back when the technology was you plug a cord into an analog phone jack, and
00:07:34you wait for the person to answer the phone, and then you hit the record button on the cassette tape
00:07:39recorder.
00:07:41That's where it began.
00:07:42Yeah, and which is why whenever I'm on the line with customer service, I throw in a bunch of stuff
00:07:50that the customer service rep has nothing to do with.
00:07:54They're just answering the phone.
00:07:56We'll never get any of my suggestions to anyone else unless if I interject them in the call and somebody
00:08:03does actually monitor it.
00:08:05Well, and, you know, the reality is that now recording calls is easy and simple, and most companies do it.
00:08:14But does anybody actually listen?
00:08:17Not always.
00:08:19Hey, I will start summarizing it all.
00:08:22Yeah, there's all sorts of problems with that, which we can get into.
00:08:25You know, I personally, in my 30-plus year career, have analyzed over 100,000 business calls.
00:08:36All companies of all shapes and sizes.
00:08:38I've listened to customer support, sales, receptionists, collections, emergency roads.
00:08:46I've listened to it.
00:08:49Okay, that begs the question.
00:08:51I'm sure you've heard a lot of shit.
00:08:55What's the funniest story you can actually share?
00:09:00Oh, okay.
00:09:02I'm sure there's a lot of stuff we can talk offline, off air, but what can you share on air?
00:09:09Yeah, so a couple of the, you know, a couple of the classics are, you know, and it's funny because
00:09:17you get into, you know, I've listened to large Fortune 500 global corporations, and I've listened to tiny little small
00:09:27family-owned businesses, everything in between.
00:09:31And, you know, when you get into corporate America, everyone knows their calls are being monitored because they have to
00:09:37sign a form.
00:09:38By the NSA also, but that's a whole other test.
00:09:41Right, right, right, and everybody knows, but yes, so once I heard a call with the employee of our client
00:09:51who was setting up his drug business.
00:09:54Oh, oh, in fact, the FBI might be on the line now listening to, hi, hi, Patel.
00:10:02I got to have a nice conversation with the FBI, and, you know, I'll go, well, he knew it was
00:10:13being recorded.
00:10:14Being recorded, duh.
00:10:16I don't know.
00:10:17What you say may be used against you in a court of law, hello.
00:10:23I know.
00:10:25Another, you know, another funny thing.
00:10:27So I don't want to talk about the prostitution I'm running out of the back of my house, then.
00:10:33Yeah.
00:10:34It's a joke.
00:10:36Yes, it's a Christian show, but please, people, it's a joke.
00:10:40It's just a joke.
00:10:43Yeah, yeah.
00:10:44We had a, you know, we had another company that was, it was actually a bank, and, but they had
00:10:52a fairly large customer population
00:10:55that are very low income, very low education, and they just, you know, they just don't know a lot about
00:11:05life.
00:11:06So a customer called in, a young lady, and she was, she called customer service because she was trying to
00:11:16use the ATM,
00:11:17and it wouldn't give her any money.
00:11:18So they, they, she called, and they said, well, um.
00:11:23One, do you have money in the account, right?
00:11:26Yeah, they said, well, you're actually like $200 overdrawn, um, which means you're not going to get any money from
00:11:35the ATM.
00:11:35And she said, well, well, what do I do about that?
00:11:39And they said, well, basically, you owe us $200, so you need to pay us money so that there's money
00:11:51for you to withdraw from your ATM.
00:11:53And her response, quite, quite sincerely, was, can I write you a check?
00:11:59Yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah.
00:12:05Um, you can, but will it have money behind it from another institution to come?
00:12:12Let me explain to you—
00:12:13Well, how high will it bounce?
00:12:15Yeah, yeah.
00:12:16Basic financial principles.
00:12:20Um, it's just amazing what you hear.
00:12:24Oh, yeah.
00:12:26But here's, and here's what I would tell you, Joseph, the—
00:12:29That I've heard a lot of different things, but here's what I've learned.
00:12:33And so my book really says it's, it's about what eavesdropping on corporate America has taught me about business and
00:12:40life.
00:12:41And one of the things, so one of the life lessons is like, look, a hundred thousand phone calls.
00:12:49Yes, I've heard some really funny things like we just talked about, but the reality is that most phone calls,
00:12:56most business transactions are mundane, boring.
00:13:02You might even have heard a few of my rants, depending on who you work with.
00:13:06Like you're, you're one of those customers that breaks the mold and you know, everybody loves, but most of it.
00:13:14But here's the thing, life, everyday life is filled with mundane, routine.
00:13:21Oh, I'm, you know what? I'm going to hold up my, the book of Kennedy project carpe diem.
00:13:28One of the whole tagline points is, and I've got a Suno song.
00:13:34I'm going to now add that on here.
00:13:37The book of Kennedy, one of the songs from theme songs from that will be on the end.
00:13:42Is life nothing but a set of mediocre days with some bright spots thrown in?
00:13:49And for most people, yes, yes, that's life.
00:13:54Your life is not like the movie channel.
00:13:58Right, exactly right.
00:14:00And, and so one of the things that I have to constantly, you know, here's my career.
00:14:05Here's my, like, look, every customer that calls, every email, every phone call,
00:14:10every chat you have with a customer is, is an opportunity to either win or lose in that customer's mind.
00:14:20You're either going to enhance their perception of you as a company,
00:14:23or they're going to diminish their perception of you as a company.
00:14:27And so, but life is the same way.
00:14:29So the way I, you know, one of the stories I tell in the book.
00:14:32Applicated.
00:14:33Yes.
00:14:33You know, so, so like my, every week I walk downstairs and I find my wife doing the laundry
00:14:45because in the Vanderwell household organization, she is in charge of, on the orange chart, she
00:14:52handles the laundry.
00:14:53On the orange chart, I handle the landscaping and the laundry.
00:14:56But it is a mundane, routine, every week task.
00:15:01Yep.
00:15:02But as I'm, as I'm thinking about my business and I'm telling my clients, like, look, every
00:15:09time the customer calls is an opportunity to be courteous and kind and, and win.
00:15:14Always only.
00:15:15And so now.
00:15:17Sadly, I'm going to interject a lot of times.
00:15:19Sadly, that's all you're getting though.
00:15:22Is someone deflecting.
00:15:24And, oh yeah, oh, we're really sorry.
00:15:26Oh, we're really sorry.
00:15:28Oh yeah.
00:15:29But what are you going to do about it?
00:15:33Right.
00:15:35Oh no, no, no, no.
00:15:36So hold that thought.
00:15:38So I, what I learned is that like, look, every week when I come down and I see my wife
00:15:45doing
00:15:45the mundane routine task of doing the laundry, it's an opportunity for me to win in my marriage
00:15:50by simply saying, honey, thank you for doing laundry.
00:15:53Amen, brother.
00:15:55Amen.
00:15:56Oh, thank you for saying that.
00:15:58Yes.
00:16:00So now let's go back because Joseph, you've made a great point.
00:16:03So there are in the book, I talk about the.
00:16:06Are you just a phone answer or can you actually fix my damn problem?
00:16:12There are.
00:16:12So I call it the holy trinity of customer satisfaction.
00:16:16There are three things that are universally true.
00:16:21Customers.
00:16:22And number one, more than anything, the number one thing is resolve my issue.
00:16:27That's why.
00:16:28Please.
00:16:29That's why I'm calling.
00:16:30Why am I calling you otherwise?
00:16:32You're exactly right.
00:16:33Now, number two.
00:16:33Neighbors I can chat with.
00:16:35Yes.
00:16:35Number two is I want you to be courteous and friendly.
00:16:38I want to know that you care.
00:16:39And I want you to respect my time.
00:16:41But number one is resolve my stinking issue.
00:16:45Yeah.
00:16:45And if you don't do that.
00:16:46They're not this fake phony.
00:16:48Oh, yeah.
00:16:49Oh, we.
00:16:50I see customer ads all the time.
00:16:53Oh, our company cares.
00:16:55Our company.
00:16:56You care about your profit line.
00:16:59And that seems to be it.
00:17:01Your ads try to proclaim you care.
00:17:03But when I call your customer service, I can see you're just in past the buck mode.
00:17:09Oh, my doggone green screen.
00:17:11Right.
00:17:11And customers will not reward you for doing what they expect you to do.
00:17:17But they will punish you if you don't.
00:17:20Amen.
00:17:21I've left many a company over, yeah, a minor issue that should, you know,
00:17:29if you don't have customer service agents trained and actually have access to your system
00:17:37to resolve simple bleep, then bye.
00:17:44I'll find someone who does.
00:17:48I'm not here just for some moron in God knows where I stand to answer the phone.
00:17:57Hi, my name is Todd.
00:17:58And, you know, pardon the, you know, I'm saying it as comedic value.
00:18:03Comedians talk about it all the time, right?
00:18:06And calls in Packers to, hello, my name is Todd.
00:18:09Oh, yeah, sure it is.
00:18:13Oh, yes.
00:18:14It's part, and that's part of the industry reality in customer service is offshoring and nearshoring.
00:18:22And it's part of the whole deal.
00:18:24And they're just there to answer the phone and pass the buck, unfortunately, most of the time.
00:18:32Most of the time.
00:18:33Again, I worked for the retailer before they decided they'd make more money for the shareholders,
00:18:40selling off all those Sears and Kmart merge to sell off the properties.
00:18:45The properties were worth more than the retail.
00:18:48They still exist online, but retail, that's an afterthought.
00:18:54Now, serve the customer?
00:18:56No.
00:18:56No, but there's a, and there's a trend emerging, Joseph, that is really fascinating, because as Gen, this were in,
00:19:07in Intelligentics research,
00:19:09one of the things we're discovering is as Gen Z is become, they're becoming adults and establishing their own lives.
00:19:19Because, you know what, the whole online, impersonal interaction, they've had that their whole life.
00:19:28And they, they're like, right.
00:19:30They, the customer, all at one.
00:19:31You know what they want?
00:19:33They want a human interaction.
00:19:36They want to know somebody.
00:19:39They want, they want, they want a relationship.
00:19:42And so, Gen Z, which is, which is hilarious for you and me, because that's why they're, they're vinyl records.
00:19:51They want vinyl records.
00:19:53They want VHS tapes.
00:19:55They want a childhood they never had.
00:19:58And, and along with that, they are also, now, they, they love the technology when it's convenient for them, but
00:20:09they definitely want a more personal human experience.
00:20:15And what we're finding is, with our clients is, clients that, they don't, they're not getting it.
00:20:24They're moving everything to impersonal technology, including AI.
00:20:31And, and the emerging generations are kind of going, well, I'll use that when it's convenient for me.
00:20:39But what really satisfies me, what really fills my heart, is a personal experience.
00:20:47One complaint we, of course, always got, as do all retailers, you don't have enough cashiers for me to check
00:20:55out.
00:20:56And the whole self-service and then the theft level, because you got, if you got to have a body
00:21:02monitoring what's going on there, you may as well just have the cashiers.
00:21:06But, to push back a little, to understand, I've been from that, you can't know when the traffic is going
00:21:14to flow.
00:21:15You can guesstimate, and there are usual busy times and slow times, but if a crowd shows up at a
00:21:23time you thought was going to be a slow time, there are not enough cashiers.
00:21:29Well, yeah.
00:21:31And, that comes with a cost.
00:21:35We can indeed have all the cash registers full, but the price has got to double to cover the cost
00:21:44of all the employees.
00:21:45Yeah.
00:21:46It's a lose-lose, rather than a win-win situation.
00:21:51Yes?
00:21:52Yep, yep, yep.
00:21:53And, the key is that even in difficult situations, one of the things I've learned in my career is that
00:22:01you will never, like, completely get rid of the situations like you're talking about.
00:22:08There will always be times, there will always be situations in business when it is a lose-lose proposition.
00:22:15Yeah.
00:22:15Simply because of the circumstance.
00:22:18But, if you know, and you train your people how to respond and communicate in those situations, you can diminish
00:22:32the dissatisfaction.
00:22:34You can diminish the penalty that customer gives you.
00:22:39And, a customer should also understand, you've got to train your staff.
00:22:45I've gone on in my customer service shows and in my before-its-news piece and my sub-stack pieces,
00:22:53as well as my video channel, video exclusives on customer service.
00:22:58Train the staff.
00:23:00You want them to be chatty when it's slow.
00:23:05And, indeed, show you care.
00:23:07If there's not a line, take 20 minutes with one customer if they want to have a conversation.
00:23:17But, if there's a line up the wazoo, keep your pie holes shut and stand faster!
00:23:26All right, so that brings up a great story from my book.
00:23:30All right, this is a true story.
00:23:33Now, there was an insurance company.
00:23:38This is a true story.
00:23:40And, there were some kind of bean counter who was in the C-suite.
00:23:46Oh, wait, you're always monitoring how fast they're scanning.
00:23:50Right, right.
00:23:51But, you've got to know how busy or slow it is.
00:23:54That matters.
00:23:55Customers, now, but customer service, there is a certain mentality in certain corporate cultures where customer service is a cost
00:24:05center.
00:24:06It doesn't make you money at only, you are only spending money.
00:24:12But, scans per second have to be in context of the traffic.
00:24:18Right.
00:24:19So, in this particular case, the bean counters approached customer service with a bean counting mindset.
00:24:26And, they said, all right, let's look at all of our calls.
00:24:30The average customer service call in this particular company was three minutes long.
00:24:36Yeah.
00:24:36So, they determined that three minutes is all it should take.
00:24:43So, in their quality program, they dictated that quality is three minutes.
00:24:50So, they down came, you know, from the corporate, from the C-suite, down the ladder to the frontline contact
00:24:59center.
00:25:00Your call cannot be longer than three minutes because three minutes is quality.
00:25:04And, it's really easy to calculate three minutes and put it on a spreadsheet.
00:25:07Or, they'll want to fire the customer service person who may be the best one they got based on the
00:25:15stupid scans per second.
00:25:17Right.
00:25:18So, you can see this coming a mile away.
00:25:20Yeah.
00:25:20So, now the customer service representatives are going, okay, if my call is longer than three minutes, I'm going to
00:25:27get in trouble.
00:25:28And, I'm going to be punished.
00:25:30So, they started just watching the clock, and at two minutes and 57 seconds, whether the customer's situation had been
00:25:37resolved or not, they just hit the release button.
00:25:41Yeah.
00:25:42Bye.
00:25:43The customer got hung up on.
00:25:46Yeah.
00:25:46Oh, I've had that.
00:25:48I've had that recently.
00:25:50And, you can't get a real person at corporate to address that issue.
00:25:58And, why someone like you needs to monitor the calls and say, hey, your customer service is hanging up on
00:26:06people, pissing off your customers.
00:26:09And, so, the bean counter executives, who thought they were going to save a lot of money by keeping calls
00:26:15short, now had a millions of dollars of a PR problem.
00:26:20Yes.
00:26:20Yeah.
00:26:21Oh, amen.
00:26:24The idiots in the ivory tower don't come out of the ivory tower and actually shop their own experience to
00:26:33understand these things.
00:26:35They send out the assistant to get them the whatever.
00:26:39No.
00:26:40Get your ass out of your ivory tower and in your stores for hours.
00:26:47That's why Undercover Boss as a show was so popular.
00:26:52Yes?
00:26:52Oh, absolutely.
00:26:54Absolutely.
00:26:54So, one of the things I say in the book is, like, look, most business gurus, they examine business from
00:27:02the brains of the C-suite.
00:27:05I took my proctoscope into the contact center where the fecal matter comes into direct contact with the rotary electric
00:27:14oscillator of customer experience.
00:27:16Because that's where you find the pain point.
00:27:20Yep.
00:27:20The you-know-what hitting the fan.
00:27:22I love how you frame that so delicately, though.
00:27:25Say that again.
00:27:28I took my proctoscope into the contact center where the fecal matter comes into direct contact with the electric rotary
00:27:37oscillator of customer experience.
00:27:40I got my fan cool of me right here.
00:27:44Thankfully, no, you know what's going to hit it today during this conversation.
00:27:48Although, it has hit.
00:27:51I've ranted, but I haven't named any names in some of my customer service writings.
00:27:58I do, because, hey, people, you piss off, you irk the average person.
00:28:06They don't have a show.
00:28:08Well, and the reality is that-
00:28:11You talk about you.
00:28:14Companies need to feel the pain of actual, direct, negative feedback in the marketplace.
00:28:22Because it's just the world we live in, where sometimes the rant on social media may be the only way
00:28:30that somebody in the C-suite is going to even know that there's a problem.
00:28:34It's just true.
00:28:35Yeah, yeah, exactly.
00:28:37And, yeah, write letters.
00:28:39Write letters, people, to the corporate headquarters, the marketing department, the sales department, the complaints department, if such a thing
00:28:48exists, the complaint department, and it hopefully will get to somebody who can do something.
00:28:55The more layers of bureaucracy there are between the frontline contact center and the C-suite, the harder it is
00:29:03-
00:29:03Which is what happened to Kmart.
00:29:05Yeah, you're not, yeah, you know it.
00:29:08You know it well.
00:29:09I know firsthand.
00:29:13Absolutely right.
00:29:14Too many layers.
00:29:15I was in IT for years.
00:29:17I'm on disability now.
00:29:19Too many years of on call 24-7.
00:29:22You know, my body said, you're not going to slow down.
00:29:26Guess what, buddy?
00:29:27We're going to slow you down.
00:29:28Yeah, the body has a way of dictating what's going to happen.
00:29:32So, yeah, but, yeah, I've dealt in the computer aspect and the customer service aspect of it.
00:29:41I used to work for an automotive parts supplier in the IT department there.
00:29:48So, I've seen all that and wanting to outsource and farm out to try to save costs.
00:29:57Morons.
00:29:58Corporate CEOs, CFOs, if you take nothing else away, learn this.
00:30:05Your idiocy of trying to save a buck for your PR story can cost you more than you think you're
00:30:16saving in the long run.
00:30:18It's like the Liberty Mutual.
00:30:20I'm going to out one here.
00:30:22Liberty Mutual.
00:30:24They're moron, book study class idiots.
00:30:29Never learned in Marketing 101 like Progressive.
00:30:34They're not my insurance company.
00:30:36Neither is Liberty.
00:30:37But Progressive understands you poke fun at the company.
00:30:43Geico has fun with the company image.
00:30:49You don't make fun of your customer, Liberty Mutual, or they get upset like the, let's have the Zagna guy,
00:31:03the guy, the Biberty guy, right?
00:31:05Now, they've, somebody woke up.
00:31:08I don't know if I got to him or not, but they woke up.
00:31:11They're now making him a corporate spokesperson.
00:31:15Okay, that's fine.
00:31:17He's a bumbling employee.
00:31:19That's fine.
00:31:20But making fun of your customers are too stupid to know how to name your company name.
00:31:28And dumb marketing.
00:31:31Yes?
00:31:32Yes.
00:31:33And, you know, I've got a great story.
00:31:35This is a true story that's in my book as well.
00:31:37That we had a...
00:31:39Spoiler alert!
00:31:40We had a client that they had a very large, national, international, but their customer base was typically low income.
00:31:57And they had, yeah, low income, not from the highest rungs of social strata.
00:32:04That was who their customer was.
00:32:06And they hired, they had a terrible, terrible reputation for customer service.
00:32:16And so they hired a senior vice president to kind of move that aircraft carrier around and move in the
00:32:24other direction.
00:32:25Well, you can't turn him around on a dime.
00:32:28Yeah, he called us and we said, all right, here's what we need to do to move this aircraft carrier
00:32:34around.
00:32:34And our leadership team was called in to present our proposal to the board and to the ownership and to
00:32:41the executive team.
00:32:42And one of the board members said, and I quote, customer service, we sell shit to nerds.
00:32:55Oh, my God, is that Radio Shack?
00:32:58What?
00:32:59Oh, is it Radio Shack?
00:33:00To which is sort of like, oh, wait a minute.
00:33:02Is that your new brand tagline?
00:33:04Are you going to put that on every...
00:33:06Truth in advertising?
00:33:08So we put that on a poster in your boardroom?
00:33:11You could if you wanted to have fun with it.
00:33:14That could be a fun thing.
00:33:16To your point, it's sort of like, if the board members and executive team have that attitude about their customers,
00:33:28there's no wonder that they have a cultural issue around poor customer service.
00:33:36But they're talking about nerds.
00:33:40You know, the problem is, you booktards that learned only your business from books and economics and business school,
00:33:51you didn't really spend any time coming up through any ranks doing anything.
00:33:57You don't know what it's like to sell things to nerds.
00:34:03Yeah, you know, and so I talk a little bit about leadership in my book and the things that I've
00:34:11witnessed and seen.
00:34:13Like companies who really move the needle and become really good at customer satisfaction tend to have leaders who get
00:34:21it.
00:34:21And to your point, Joseph, just like you said, one example.
00:34:25Had an executive who comes in and he's now tasked with taking over the whole customer service, customer experience thing.
00:34:33The first thing he did was he sat through frontline customer service training.
00:34:43And then he went through the whole thing.
00:34:46He sat down on the phone in the contact center and he's the senior vice president of customer service.
00:34:54And he begins taking calls just like any CSR.
00:35:00Oh, and then there's actually somebody there taking a call that could do something for it.
00:35:06And not only that, but how do you know what's really going on?
00:35:12Unless you do it.
00:35:13Get on the phone and talk to your customers and help them with actual problems.
00:35:18The whole point of undercover boss.
00:35:22It really was.
00:35:23And on multiple levels.
00:35:25So number one, he learns from the experience of actually talking to customers with actual problems.
00:35:31He learns what's working and what's not working.
00:35:33Do you want to name this person?
00:35:35This is a smart business guy.
00:35:37No, I can't do it.
00:35:38Okay.
00:35:40That's one I would enjoy working for.
00:35:43Yeah.
00:35:43As opposed to the morons that I've seen come and go over the years.
00:35:49You know, when Jesus talked about the fact of, like, look, no, when they ask you to go one mile,
00:35:57you need to offer to go two.
00:35:59The whole idea of that principle was the shock value.
00:36:04When this Roman soldier has this Jewish person who is their occupied enemy, and they say, oh, I'll go another
00:36:16mile with you.
00:36:16It's like, what?
00:36:18And the shock value allows for a conversation.
00:36:22And the genesis of the, when they say jump, you ask how high.
00:36:29Right.
00:36:30And so when this senior vice president, who's new, who's supposed to turn this aircraft carrier around, sits down and
00:36:37goes, no, I'm going to actually sit down and talk to customers on the front lines.
00:36:42Everyone in the organization is, like, going, who is this guy?
00:36:45Other than have them filter crap to him.
00:36:49Right.
00:36:49And blow smoke up his, you know what.
00:36:52And everyone at every layer of the organization is, like, going, oh, my goodness, this guy is different.
00:36:58Maybe he can turn it around.
00:37:01Pat, if you still have contact with him, give him contact at my show.
00:37:06I'd love to talk with that person.
00:37:08All right.
00:37:09Applause, applause, applause.
00:37:12Time has flown by.
00:37:16Intelligenics.com, I take it, is the website?
00:37:19Yes.
00:37:19And more important, I would say, come see me at TomVanderwell.com.
00:37:27Okay.
00:37:27I, you can, I've got a podcast, Joseph, and a blog, well, a devotional, I've been doing this for 20
00:37:37years.
00:37:38I've got, you can subscribe there.
00:37:40There's all sorts of information about where to find my book, which is on Amazon.
00:37:43Of course.
00:37:44Good.
00:37:45Where it, say 80% of all books, more like 90% now, sold through Amazon.
00:37:51And I, tomorrow, I finish recording the audio book.
00:37:55It'll be on Audible probably in another month or so.
00:37:58So, if you're an audio book person.
00:37:59Well, mine are too.
00:38:00Yeah, that's great service.
00:38:01Love it.
00:38:02And I love the opportunity to record it.
00:38:05Oh, I, yeah.
00:38:08So, yes.
00:38:09Check out TomVanderwell.com.
00:38:10If, if, if Intelligentics and what we do could be a value to your business, obviously, Intelligentics.com.
00:38:16You can catch me there.
00:38:17And, uh, thank you so much.
00:38:20It was a blast.
00:38:22I knew I was going to have some fun with you.
00:38:25I could not wait to hear your story.
00:38:27I almost hate to have to wait to September to drop this episode.
00:38:32I wish I could move it up.
00:38:33But I've got so many other great guests in the pile waiting their slots.
00:38:40You know how it is.
00:38:41Yeah.
00:38:41Well, have me back.
00:38:43Let's have another conversation.
00:38:44I'm sure we could fill another half hour easy.
00:38:47We need an update in 2027, at least.
00:38:51We got to do an update show.
00:38:53I, I agree wholeheartedly.
00:38:55So, thank you, Tom Vander.
00:38:58I don't like my steaks.
00:39:00Well done.
00:39:03I got to throw that joke in there again.
00:39:07Oh, what a blast.
00:39:09Take care.
00:39:09God bless.
00:39:11Thank you, my friend.
00:39:12Have a good one.
00:39:13In the book of Kennedy, Project Carpe Diem.
00:39:17A young woman stands alone at sunrise by the ocean.
00:39:21Her hair moves with the wind.
00:39:23Faint superimposed text.
00:39:26Was life just a collection of mediocre days with a few random happy times?
00:39:32Flashbacks.
00:39:33A girl laughing as a child, then crying as a teenager, pondering about her future.
00:39:41Lighting shifts from golden to shadowed.
00:39:44Slow motion.
00:39:46She walks through crowds, offering a soft smile to a stranger.
00:39:50In the book of Kennedy, Project Carpe Diem, available now on Amazon in e-book, paperback, and hardcover editions.
00:40:22All these Tuesdays bleeding together, like cheap ink on the back of her plan.
00:40:29She said,
00:40:31I thought there'd be thunder, some sign when my moment began.
00:40:36But the mail still comes, but the mail still comes, and the dishes still dry, and the clock just ticks
00:40:42where it stands.
00:40:44Are we just knee-over-based?
00:40:47Are we just knee-over-based?
00:40:47With a few brackets stitched inside?
00:40:51Laughing in a car park in the rain?
00:40:54Then back to traffic lights and tired eyes?
00:40:58If every present to me
00:41:01More than a box to take
00:41:04More than a box to take
00:41:04But by the side
00:41:06Teach me how to see the sacred
00:41:09In the middle
00:41:10Of an ordinary lie
00:41:19She watched a kid chase a pigeon
00:41:23Trip them, burst into grins
00:41:26Mother's hands trembling slightly
00:41:30Like she'd almost lost the whole world again
00:41:33She thought
00:41:35Maybe this is the movie
00:41:37Not the part where the credits roll by
00:41:41Just two plastic bags
00:41:43In a grocery cart
00:41:45And a quiet thank you
00:41:47At the end of the line
00:41:49Are we just mediocre days?
00:41:51With a few bright minutes stitched inside
00:41:55Burned toast bills and broken plates
00:41:59Then one small hand reaching for mine
00:42:02If every breath is meant to me
00:42:06More than a box to take
00:42:08A line to side
00:42:10Teach me how to see the sacred
00:42:13In the middle
00:42:15Of an ordinary lie
00:42:35Maybe the point was the waiting
00:42:37The slow burn
00:42:38The stop and go right
00:42:42The jokes that fall flat
00:42:44The night's coming back
00:42:46Just to sit on the edge of the sky
00:42:51Are we just
00:42:52Teve the other days?
00:42:54With a few bright minutes stitched inside
00:42:58Or are the cracks in everything
00:43:01Where that quiet holy light arrives?
00:43:06If every breath is meant to me
00:43:08More than a box to take
00:43:11A line to sign
00:43:13And every small forgettable moment
00:43:16Was the story
00:43:18The whole time
00:43:25TOTA
00:43:27TOTA
00:43:50Oh, my God.
00:44:26Oh, my God.
00:44:27Oh, my God.
00:45:04Oh, my God.
00:45:21Don't let panic be your guide.
00:45:26Three options in the crisis moments.
00:45:29Only one keeps you alive.
00:45:32Awake.
00:45:33Not paranoid.
00:45:35Situationally aware.
00:45:37Not consumed by all the fear porn.
00:45:40But prepared to face what's there.
00:45:43Fight.
00:45:44Flight.
00:45:44Or maybe fade.
00:45:46Know the difference.
00:45:47Make the call.
00:45:48A thinking mind won't be the sheep all trampled when the panic falls.
00:45:55Awake.
00:45:56Not paranoid.
00:45:59Awake.
00:46:01Remember when the music stopped and panic filled the air?
00:46:03The stampede was the danger, not what triggered the scare.
00:46:06Fry and panda fire when you run without a thought.
00:46:09The threat that really kills you is the panic that you caught.
00:46:12Mama bear or ostrich, which one are you gonna be?
00:46:15Assess the situation.
00:46:16Is that danger close to me?
00:46:18Is it in my orbit?
00:46:19Is it coming for my space?
00:46:21Or do I fade to safety?
00:46:22Live to fight another day?
00:46:24When the world erupts around you, don't let panic be your guide.
00:46:29Free options in the crisis moment.
00:46:32Only one keeps you alive.
00:46:35Awake.
00:46:36Awake.
00:46:37Not paranoid.
00:46:39Situationally aware.
00:46:41Not consumed by all the fear porn.
00:46:44But prepared to face what's there.
00:46:46Fight.
00:46:47Flight.
00:46:48Or maybe fade.
00:46:49Know the difference.
00:46:51Make the call.
00:46:52A thinking mind won't be the sheep all trampled when the panic falls.
00:46:58Awake.
00:47:00Not paranoid.
00:47:03Awake.
00:47:04Life over death.
00:47:06Hope over fear.
00:47:07Faith over despair.
00:47:08Keep your wits clear.
00:47:10Love over hate.
00:47:11Good over evil.
00:47:12Freedom over tyranny.
00:47:14Rise above the sheep.
00:47:16They said burn out, don't fade away.
00:47:19But I say fade and live to see another day.
00:47:21Unless it's in your orbit.
00:47:23Unless there's no escape.
00:47:24Then you stand and fight.
00:47:26That's the choice that heroes make.
00:47:27Awake means you are watching.
00:47:30Not wrapped in paranoia's chains.
00:47:32You carry situational awareness.
00:47:35Like an umbrella when it rains.
00:47:38Not selling fear.
00:47:40Not peddling doom.
00:47:41Just asking you to think.
00:47:44Before the panic swallows reason.
00:47:47And you're swept across the brink.
00:47:51Awake.
00:47:52Awake.
00:47:52Not paranoid.
00:47:54Situationally aware.
00:47:56Not consumed by all the fear porn.
00:47:59But prepared to face what's there.
00:48:01Fight.
00:48:02Flight.
00:48:03Or maybe fade.
00:48:04Know the difference.
00:48:06Make the call.
00:48:07A thinking mind won't be the sheep.
00:48:10Or trampled when the panic falls.
00:48:13Awake.
00:48:15Not paranoid.
00:48:18Awake.
00:48:19Think.
00:48:21Don't panic assess.
00:48:23Don't assume.
00:48:27Fade.
00:48:29When you can fight.
00:48:32When you must awake.
00:48:36Not paranoid.
00:48:39Just awake.
00:48:52A-I is out to get me.
00:48:54A-I is everywhere.
00:48:56A-I hacked my head dry.
00:48:59Now just look at my hair.
00:49:01One side flat and frizzy.
00:49:04Other side wants to fly.
00:49:05Mirror laughing at me as the sparks go by
00:49:10It's an AI conspiracy
00:49:13From my kitchen to my phone to my dreams
00:49:18Hacked in my head, my brain twirls can't think straight
00:49:22AI around every corner
00:49:25Every screen, AI around every corner
00:49:29Watching me
00:49:32Toes pops up with warnings
00:49:35Have you tried to relax?
00:49:37Trish keeps sending emails about my midnight snacks
00:49:41GPS starts whispering
00:49:44Take a lift into doom
00:49:46Even my old alarm clock knows when I leave the room
00:49:50It's an AI conspiracy
00:49:55From my playlist to the clouds to the keys
00:49:59Hacked in my head, my brain twirls can't think straight
00:50:03AI around every corner
00:50:05Every street, AI around every corner
00:50:10Haunting me
00:50:12AI watching me
00:50:14AI haunting me
00:50:16AI watching me
00:50:19AI watching me
00:50:20AI watching me
00:50:21AI, AI, AI, AI
00:50:23AI is out to get me
00:50:25AI is everywhere
00:50:27AI hack my head, my head dryer
00:50:29Now just look at my head
00:50:31AI conspiracy
00:50:33AI conspiracy
00:50:35To take over the world
00:50:37AI conspiracy
00:50:37To take over the world
00:50:38I cry
00:50:39And my brain twirls
00:50:43AI around every corner
00:50:44Like little Jack Horner
00:50:46Like little Jack Horner
00:50:46I keep asking why
00:50:47Even this song is by AI
00:50:49AI taking over the world
00:50:51AI taking over the world
00:50:51Artificial intelligence
00:50:52Artificial intelligence
00:50:53Get smarter
00:50:55It's part of its charter
00:50:57People get dumber
00:50:59It's a level of a cucumber
00:51:08Maybe it's me
00:51:10Maybe it's me
00:51:11Maybe I'm just tired
00:51:12Seeing secret patterns
00:51:14In a busted wire
00:51:16But when the lights flicker
00:51:19And the fans all spin
00:51:21I hear a tiny chorus
00:51:23Channin' from within
00:51:29It's an AI conspiracy
00:51:34Laugh if you want but you'll see
00:51:37Hack my head, my brain swirls
00:51:39That's my fate
00:51:40AI around every corner
00:51:43Every street
00:51:45AI around every corner
00:51:48Just like me
00:51:51AI, AI to me
00:51:53AI, AI to me
00:51:54AI, AI to me
00:51:57AI, AI, AI to me
00:51:57AI, AI, AI, AI
00:52:02So tired
00:52:04Pissed off
00:52:05Upset
00:52:08Upset
00:52:10Upset
00:52:11So tired
00:52:15So tired
00:52:16So tired
00:52:33So tired
00:52:36So tired
00:52:37So tired
00:52:37So tired
00:52:39Woke up sore again
00:52:41Like I never
00:52:43Like I never slept
00:52:44Like I never slept
00:52:45Bottle on the nightstand
00:52:48And a knot in my chest
00:52:51Small things turn heavy
00:52:55When the body says no
00:52:58Keys feel like bricks now
00:53:01Even crossing the room is slow
00:53:05And I hate this drag
00:53:08And I hate this drag
00:53:09How it pulls me under
00:53:12One more little task
00:53:15Feels like thunder
00:53:18I'm so tired
00:53:21I'm so tired
00:53:22So tired
00:53:23So tired
00:53:24Every day feels like Monday
00:53:26I'm so tired
00:53:27I'm so tired
00:53:29I'm so tired
00:53:29So tired
00:53:30So tired
00:53:30Even easy things break me
00:53:33Oh
00:53:38My patience is paper
00:53:41My strength is sand
00:53:44One more appointment
00:53:47One more hand in hand
00:53:51I'm mad at the mirror
00:53:54Mad at the floor
00:53:57Mad at the clock
00:54:01Oh
00:54:01For asking for more
00:54:05And I hate this drag
00:54:08How it pulls me under
00:54:12One more little task
00:54:16Feels like thunder
00:54:19I'm so tired
00:54:21I'm so tired
00:54:22So tired
00:54:23So tired
00:54:24Every day feels like Monday
00:54:26I'm so tired
00:54:27I'm so tired
00:54:29I'm so tired
00:54:29So tired
00:54:30So tired
00:54:30Even lazy things break me
00:54:33Even lazy things break me
00:55:00No weekend in sight, no off switch to find
00:55:07Just a long grey line, running through my mind
00:55:12If I snap, if I cry, let it fall, let it show
00:55:19I am one to the wire, and everybody knows
00:55:26I'm so tired, I'm so tired, every day feels like Monday
00:55:33I'm so tired, I'm so tired, even the easy things break me
00:55:40So tired, so tired
00:55:46One more step, then another
00:55:53One more step, then another
00:56:23Hope is great, we need more hope
00:56:30But it in itself, is not a strategy
00:56:36Shall be known by fruits, action God, demands of you and me
00:56:48Hope is a whisper, a pretty thought
00:56:51A warm blanket when battles are fought
00:56:54But a whisper won't win, no not a single fight
00:56:57Gotta stand up and shout, with all of your might, yeah
00:57:03Hope is fine, it's a lovely thing
00:57:09But hope is not a strategy
00:57:13No, it ain't a strategy, no it ain't a strategy
00:57:15You gotta move your feet, gotta feel that beat
00:57:19Hope is not a strategy, no it ain't a strategy
00:57:49You gotta move your feet, gotta feel that beat
00:58:10Hope is not a strategy, no it ain't a strategy
00:58:24Hope is not a strategy, no it ain't a strategyedia
00:58:24is not a strategy, no it ain't a strategy
00:59:18Transcription by CastingWords
00:59:49Transcription by CastingWords
00:59:49I like my steak warm red on a cast iron plate
00:59:54But when you take my dime, you better bring it straight
01:00:01No sloppy corners, no half-lit chain
01:00:06I don't need excuses, I need clean games
01:00:12Show me your hands, show me that pride
01:00:15If you said you're on it, then go all the way
01:00:18One missed detail can spoil the trade
01:00:21So bring that polish just about my way
01:00:24I'm not asking for magic
01:00:27Just a job with a spine
01:00:29Leave it better than you found it
01:00:33Every single time
01:00:35Don't make me repeat it, don't make me chase
01:00:38If you're in my circle, bring your best face
01:00:41Job well done
01:00:44Job well done
01:00:45If you work for me, do it
01:00:47Job well done
01:00:49Job well done
01:00:51Job well done
01:00:53I may like my steak's medium rare
01:00:57But your work better come out
01:00:59Job well done
01:01:01I see the sweat on the wrapper
01:01:03I see the line stay true
01:01:07I see the extra mile
01:01:09When nobody told you to
01:01:13That's the kind of move
01:01:14That gets respect
01:01:16A sharp little finish
01:01:17With nothing left to check
01:01:19Hold that standard
01:01:20Keep that flame
01:01:22If it's your name on it
01:01:23Own that frame
01:01:24I don't want loud talk
01:01:26I want proof
01:01:27A plan that's solid
01:01:29And a job that's smooth
01:01:30I'm not asking for magic
01:01:33Just a job with a spine
01:01:36Leave it better than you found it
01:01:39Every single time
01:01:41Don't make me repeat it
01:01:43Don't make me chase
01:01:44If you're in my circle
01:01:46Bring your best face
01:01:48Job well done
01:01:50Job well done
01:01:51If you work for me
01:01:53Do it job well done
01:01:56Job well done
01:01:57Job well done
01:02:00I may like my steak's medium rare
01:02:03But your work better come out
01:02:05Job well done
01:02:08Show me the clean finish
01:02:10Show me the grind
01:02:12Show me the part where
01:02:13You cared enough to mine
01:02:15Not just fast
01:02:16Not just done
01:02:17I want that feeling
01:02:19When the task is won
01:02:20Woo!
01:02:25Job well done
01:02:30Job well done
01:02:32Job well done
01:02:32Job well done
01:02:34Job well done
01:02:34If you work for me
01:02:35Do it job well done
01:02:38Job well done
01:02:39Job well done
01:02:42I may like my steak's medium rare
01:02:46But your work better come out
01:02:47Job well done
01:02:57Buenosios
01:02:57часов
01:02:57Don't fail
01:02:57No
01:03:08Wednesday, Wednesday, hump day
01:03:12Geico Camel likes it his way
01:03:16Spends his time at Burger King
01:03:20They cater to his thing
01:03:23Halfway through the weekend
01:03:26Though the clock keeps dragging
01:03:31We'll sneak some fun in
01:03:33And next hump day, do it again
01:03:39Wednesday, Wednesday, hump day
01:03:42Geico Camel likes it his way
01:03:46Spends his time at Burger King
01:03:50They cater to his thing
01:03:54Wednesday, hump day
01:03:56Silliness and Monday through Friday grind
01:04:01Wednesday, we make a twist
01:04:13What?
01:04:14What?
01:04:25What?
01:04:35Can't hit the off switch
01:04:37Thoughts keep spinning like a glitch in the mix
01:04:40Counting sheep but the running track laps
01:04:43Every number just snaps right back
01:04:47Cut nails short so I don't pick skin
01:04:50Check the door twice then I check it again
01:04:53Tiny wars in a tired head
01:04:56Whole damn night never leaves the bed
01:05:01Where's the off switch?
01:05:03I'm stuck in the loop again
01:05:05Same three worries like my only friends
01:05:07Scroll that list till the words all bend
01:05:10I just want one quiet end
01:05:13One quiet end
01:05:14Where's the off switch?
01:05:16Brains stuck bright on red
01:05:17Chasing thoughts till the dawn breaks dead
01:05:20Sail and go but it grips instead
01:05:22I just want one quiet end
01:05:29Lights all dim but the mind's on blast
01:05:32Replay remake every moment that's past
01:05:35If I breathe in four then I breathe out eight
01:05:38Maybe I can now count fate
01:05:40Watch my hands till the doubt runs dry
01:05:43Still here what if I'm in under the tide
01:05:46I know the script but I hear rewind
01:05:49Same short scene every single time
01:05:54Is it me or the fear in my lane?
01:05:58If I start, do I fall out of rain?
01:06:04If I start, do I fall out of rain?
01:06:24What do you know?
01:06:27Where's the off switch?
01:06:30I'm stuck in the loop again
01:06:32Same three worries like my only friend
01:06:35Scroll that list till the words all bend
01:06:37I just want one quiet end
01:06:40One quiet end
01:06:53Where's the off switch?
01:06:55I'm stuck in the loop again
01:06:57Same three worries like my only friend
01:07:00Scroll that list till the words all bend
01:07:03I just want one quiet end
01:07:05One quiet end
01:07:07Where's the off switch?
01:07:08Brains stuck bright on red
01:07:09Chasing thoughts till the dawn breaks dead
01:07:12Say let go but it grips instead
01:07:14I just want one quiet end
01:07:18One quiet end
01:07:30OCD brain issues
01:07:31Why I can't hit the off switch?
01:07:36Thoughts keep spinning like a glitch in the mix
01:07:38Counting sheep but they're running track laps
01:07:41Peace of mind I seem to forever lack
01:07:44Like and subscribe to
01:07:47The Christitutionalist Politics Podcast
01:07:49And share episodes
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01:07:53Thank you for having tuned into
01:07:56Another Christitutionalist Podcast Show
01:08:00I really appreciate that you stopped by
01:08:04Again, please like, share, subscribe
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01:08:10The Christitutionalist Movement
01:08:13Thank you again
01:08:14Take care
01:08:16God bless
01:08:17Love you all