The Bar is Low

Posted on by Scott

customer-1253483_640Last week we had to have a tree removed from our front yard. It had contracted some form of disease and sections were dying off, eliminating the shade it provided and rendering it an eyesore. I hated losing that tree – it anchored one side of the house and the curb appeal has been negatively impacted by its removal. Nevertheless, we knew it had to be done, so on Thursday morning the crew we’d contracted for the job arrived.

After conferring with my wife about the job and marking the location of two sprinkler heads in the vicinity with orange cones, they set to work. By the time I arrived home from work that afternoon the work was done. It was a real shock seeing the empty space. The larger shock was finding out that the sprinkler heads which had been so meticulously located and marked were now broken.

Of course accidents happen. When felling a tree it can be difficult to control everything and I understand that there may be some collateral damage. What I didn’t understand was the reaction my wife received when she asked the business owner about the plan to repair the sprinklers. There was no plan. He denied that one was even broken and argued that the other would operate just fine in its damaged state. There was no offer to repair the damage and no discount for the inconvenience and extra expense that we had incurred.

When discussing customer service, we often talk about “raising the bar,” going “the extra mile,” or performance that’s “above and beyond.” Yet all too often I’m left wondering what bar it is that are we are supposedly raising. Despite the advances in technology over the years – advances that have brought us incredible levels of personalization – service seems to actually be getting worse.

Phone calls go unanswered.

Emails aren’t returned.

Promises aren’t kept.

Staff is unavailable.

And few seem bothered by it.

From my perspective, you don’t need to raise the bar in order to stand out. The bar of service is so low, all we have to do is walk over it. We don’t have to go the “extra mile” because no one else is willing to walk the first one. And “above and beyond?” Well, it isn’t all that far away. To be recognized as a superior service provider these days, all you really have to do is hit the basic marks the majority of others aren’t willing to.

  1. Do what you say you are going to do.
  2. Make things better, not worse.
  3. Correct the mistakes you cause.

Customer service isn’t always about finding the next innovation or performing over-the-top acts of kindness. Most of the time, it’s simply a matter of doing right by others. If we just keep that as our focus, everything else will fall into place.

When the Going Gets Tough

Posted on by Scott

chestOne Saturday last May, my wife Susan went to a local flea market with a friend. They hadn’t been gone long when I received a phone call. Susan had bought something and needed me to bring the truck in order to get it home. It was an old chest, beaten and neglected for years. My first thought was that she’d wasted $50 and a chunk of my time, because this thing needed to be put out of its misery. Of course, Susan wanted me to restore it.

I’m by no means a professional, but I believe I did a decent job. This chest will serve us well for years to come, and may even become an heirloom piece in our family. I learned a lot while tackling this project, not all of it about restoring furniture.

I’ve learned to wait for the best results. It’s taken me well over a year to complete this project. To be honest, the chest sat ignored in the shop for a few months. I worked around it while completing other, easier-to-finish, tasks. When I finally turned my attention to it, I just wanted it done and out of my way. I considered patching what I could and painting it. Looking back, that would have been a huge mistake.

We’ve become so accustomed to the quick fix. We want everything done now. We want to check items off of our to-do list so badly that we’re often willing to settle. We text when we should call. We give partial effort to a dozen responsibilities at once and never really do any of them justice. We’ve become a drive-by culture, unwilling to take our time to enjoy the work we’re engaged in.

Everything changes when we decide to settle for nothing less than the best.

I’ve learned to lean into tough jobs. Every completed step of this project revealed something else that needed to be addressed. When I removed the top to square up the frame of the chest, it fell apart. When I began stripping away the old finish, I found decades old repair jobs that needed correcting. And take a look at the door in the first picture. It’s that jumble of wood shards piled in the opening. I wanted to repair the original, but it was so badly damaged, I decided to build a new one from scratch. Each of these issues became mini projects of their own. And each completed step motivated me to tackle the next.

We’ve learned to shy away from tough jobs. If something looks overwhelming, we decide it’s not worth the effort regardless of the potential benefits. We convince ourselves that we don’t have the time, when really we just don’t have the fortitude to take on the difficult challenges.

Everything changes when we focus on what’s really important.

I’ve learned to appreciate scars. The more I worked on this chest, the more I began to value its history. There’s a corner missing from the top. There’s a mouse hole chewed in the back of the bottom drawer. There are deep scratches and stains on the inside. I decided to leave some of these imperfections because I believe that not everything has to be perfect in order to be valuable. In fact, value often comes from the hard knocks.

We’ve adopted a disposable approach to life. If something doesn’t work perfectly, we dispose of it. We don’t take care of what we have because we know we can just replace it if things go bad. When something, or someone, doesn’t fit our idea of perfection, we pass them by. We’ve lost the ability to see the beauty in imperfection.

Everything changes when our point of view does.

Yeah, I’d say my initial thoughts about this chest were a little off-base. It took a lot of time and work, but the result was worth it. I’m proud of the finished product and my woodworking skills have improved a few notches. I’ll take what I’ve learned and apply those lessons to the next project – which my wife has already identified for me. Stay tuned.

Parched (An Allegory)

Posted on by Scott

irrigation-2402568_640I’ve got to do some work on my sprinkler system. Out here in West Texas, we don’t get a lot of rain. In fact, it can go months without any precipitation and, with summer temperatures over 100 degrees, the landscape starts to get a bit crispy. Many plants have either evolved or been bred to withstand the lack of moisture, but even the hardiest, need watering once in a while.

I am by no means an irrigation expert. It would make my life a lot easier if things would magically take care of themselves, but that’s not how these things work. I have to be intentional about maintaining my yard and flower beds if I expect them to thrive. In looking over my system, I’ve identified three distinct issues that need to be addressed.

To start with, it looks like I have some sprinkler heads that aren’t even pointing in the right direction. As I walked out the mailbox the other evening, my system kicked on and I noticed that two spray nozzles had twisted around so that they were spraying water on the street rather than on my grass. They pop up perfectly, right on cue. The spray is strong and covers a large area. However, the focus of the attention is not where it needs to be. There’s a lot of resources being wasted here because unless the water is pointed in the right direction, the grass won’t grow.

A few other sprinkler heads don’t seem to have the necessary range. They are pointed in the right direction, but only the area right around the nozzle gets any water. At the Source, everything is green and looks great, but move just a few feet out and the grass is yellowed. Because these spots aren’t getting any water, that part of the yard is in obvious distress. To work properly, each sprinkler head needs to cover every part of the ground it’s designed to cover.

In some of my flower beds, there are micro-sprinkler heads. These are designed to deliver water right at the root, so that it sinks deep and gets absorbed by the plant rather than evaporating in the heat. Yet, when I pulled back the wilting leaves to check on the sprinklers, I found that some of them aren’t delivering any water at all. Several had gotten clogged with dirt and debris. The flow of water was being blocked by foreign bodies. Others were twisted shut. They were in the perfect spot to deliver what the plants need, but the flow had been completely shut off. In both cases, these sources of precious water has been rendered useless.

Thankfully, these problems are easily rectified. It will take some work on my part, and I’ll have to monitor the system to ensure that it functions properly going forward. I can’t assume that because I address an issue once that everything will work out fine. In order for me to have a healthy and beautiful landscape, I have to be willing to focus some time and energy on the systems that help it grow.

We got some rain yesterday. The afternoon sky clouded over and a steady rain, the first we’ve had in over two months, soaked into the ground. There’s cooler weather and possibly even more rain in the forecast for this week; but I’ve still got to address my irrigation system. Harsh weather will return, and it’s up to me to ensure my yard gets what it needs.

Be Prepared

Posted on by Scott

Tres RitosI hope you had an enjoyable Labor Day weekend; full of either rest or excitement, depending on which of those you were hoping for. I spent mine camping in the Carson National Forest near Tres Ritos, New Mexico. From my campsite in a meadow next to a babbling brook, I had the most incredible view. I watched as thunderstorms moved across the mountains followed by mist rising up through the pine trees as the sun came back out. I had no internet or cell service, but it didn’t bother me at all. I had plenty to see and do in every direction.

I wasn’t alone, although I would have been just as happy. This was a scout camp out, and a chance for young men and women to test or acquire a number of skills in the great outdoors. Between the weather and the activity schedule, there were plenty of opportunities for them learn valuable lessons for the future.

The Scout motto is “Be Prepared.” We preach it from the time a young person first joins our troop. We do our best to model it for them and even end every meeting with those two words as a parting commitment to excellence. In fact, the entire scouting experience is really built around this principle. If one is prepared, one can succeed, at just about anything.

Before you strike a match to light a fire, you should be prepared with enough tinder, kindling, and fuel wood to maintain it. Otherwise, the flame will die and you’ll find yourself sitting in the cold. Before starting out on a hike, you should be prepared with proper attire, a defined route, and enough water for the journey. Otherwise, you may become lost, thirsty, or injured. Simply thinking through your activity or project before getting started can prepare you to tackle each step as it come up.

Launching a new product? The time to think about marketing, employee communication, and tracking mechanisms is before the technical development begins.

Bringing someone new onto the team? Think through the onboarding process (training, system setup, and physical resource needs) before their first day.

Heading into a meeting? Review the agenda, complete any assignments, and try to anticipate any questions that may come up regarding your area of responsibility.

When you make a habit out of being prepared, you not only become more organized, but you become more flexible as well. Having the known bases covered allows you the ability to more easily shift to handle the unanticipated. I planned for overnight temperatures in the mid 40’s, so I made sure to take along a good fleece jacket. I only wore it for an hour or so each morning and evening; but it became a second pillow at night, providing me with much more restful sleep. Being prepared allowed me to think creatively in the moment rather than bemoaning my lack of resources.

As always, we had a few scouts (and even some adults) who didn’t adequately prepare. Some didn’t have the proper clothing. Others didn’t bring a mess kit to eat form. But because so many others were prepared, we were able to step in and ensure an enjoyable weekend for all. The next time we go camping, everyone will have learned from this experience. Next time, even more will be prepared.

Happy to Work

Posted on by Scott

achievement-3556676_640Last week, my daughter Abby started a new internship at Covenant Hospital here in Lubbock. Over the next several months, she’ll rotate through different departments to learn about what they do and potential employment opportunities they have. There’s also a classroom training aspect where she and the other interns (all young adults with developmental disabilities) will learn about important work-related behaviors, personal management techniques, and other “real life” skills. If she impresses a department manager, she could be offered a position at any time and become a full-time employee.

When Abby graduated high school in May, she immediately wanted to focus on getting a job. While other graduates spent their summer swimming, traveling, and hanging out, Abby went to work. Don’t get the wrong idea; there were plenty of summer fun activities happening in and around the Voland household. But Abby also managed to squeeze in another five week work program at an elder-care facility and works two or three shifts a week on a snow cone truck.

As we were driving to the hospital for her first day, Abby simply couldn’t contain her nervous energy. At one point she asked me “Dad, why do some people not like to work?” She was referring to some of her friends who been given similar opportunities over the summer, but turned them down. Instead, they stayed home all day, watching television, playing video games, and sleeping.

I had to admit, I don’t know why others might choose to skip such opportunities. As I often do, I turned the question back to Abby. “Why do you think you are so interested in getting a job, especially when your friends aren’t?” When I got to work, I wrote down her response as best I could…

“It’s a way for me to make money. I like to pay my own way. It gets me out of the house so I’m not bored. It puts my mind to work and I can learn new things. I get to meet new people and help them. I have something to talk about with you and Mom and other people. I don’t know. I guess I just like to work.”

I think my daughter captured the essence of what meaningful work is. It goes beyond just earning a paycheck. When we’re engaged with the work we do, our effort pays us back in so many ways – emotionally, socially, mentally, even spiritually. Abby’s off-the-cuff response has made me really think about what I do and why I do it. Am I here just for the money, or is there something more significant that I’m chasing?

I’ve never been one for just checking the box. I don’t like doing a job just for the sake of getting it done. I enjoy digging in and pursuing the larger picture represented by my occupation. I want to be part of something big. And I enjoy collaborating with others who feel that same sense of purpose in what they do. I want to be around others who feel the same passion.

Like Abby, I like to work. I hope you do too.

Tuned In

Posted on by Scott

wild-865296_640In the wee hours of the morning on Sunday, August 11th, someone left an old television set on the front porch of a house in Henrico County, Virginia. In fact, according to Police Lieutenant Matt Pecka, the mystery deliveryman visited 50 different houses that night, leaving TV sets outside the door of each one. Nothing was stolen or disturbed, and no foul play is suspected.

Who made the late-night deliveries? Why did they come by? And why leave an old TV as a calling card? Some recipients took to their smart doorbells for answers, but found only more questions. Footage shows a man dressed in “a blue jumpsuit, brown boots, black gloves, and a big mask shaped like an old TV set.” He walks up to each house, sets a TV down, and leaves.

We can’t always explain why someone acts the way they do, and we’ve all witnessed behavior from a colleague that leaves us shaking our heads. But people are an inescapable part of any business. Without people, and their desirable behavioral traits, things simply wouldn’t get done. That’s why Forbes magazine recently published a list of 15 behaviors that make people virtually “irreplaceable in the workplace.

  1. They do more than asked.
  2. They have exceptional communication skills.
  3. They are one step ahead instead of behind.
  4. They are good listeners and observers.
  5. They are trustworthy, accountable, and reliable.
  6. They initiate.
  7. They fill the room with good energy.
  8. They are adaptable.
  9. They are problem solvers, not complainers.
  10. They are self-motivated and can motivate others.
  11. They don’t need to be micromanaged.
  12. They embrace new challenges.
  13. They are fast learners and fast thinkers.
  14. They love their job.
  15. They are well organized and efficient.

Think about the members of your team. Are they tuned in? How many of these behaviors do they exhibit on a regular basis? Odds are, the ones you most want to be around have a lot of check marks on this list. These are all traits I want to see from the people I work with.

Behavior is the outward manifestation of character. Despite what people say and all the good intentions in the world, behavior is what other people see. It’s what determines real outcomes. It’s what matters.

Now look at the list again. If a coworker was asked to describe you, how many of these sentences would they use? Or are there other, less desirable traits that would make your list? Perhaps we all have a little work to do.

Lieutenant Pecka said authorities determined that Henrico County’s TV Santa Claus posed no credible threat. While confusing and inconvenient, the television deliveries aren’t something law enforcement is concerned about. Some residents aren’t so sure about the motives behind the act; though unless the mystery man comes forward, there will likely be no explanation for his strange and unwelcome behavior. County officials plan to collect and recycle the unexpected gifts.

Thirsty?

Posted on by Scott

pump-950235_640Early in my sales career, I spent a lot of time on the road. Thankfully, I had books on cassette tape to keep me company. One of my favorites was by the great Zig Ziglar. I got to thinking about that recently and looked up a transcript of one his stories that’s stuck with me through the years. Enjoy.

Got a couple of good friends down in South Alabama. Their names are Bernard Haygood and Jimmy Glynn. They were out riding through the South Alabama foothills one day and they got a little bit thirsty. They pulled behind this old abandoned farmhouse. Bernard hopped out, he ran over to this old pump and he grabbed the handle and he started to pump. Now just as a matter of curiosity, how many of you good folks up here in the big city have ever used one of these old water pumps? Hey, that’s fantastic.

Okay. Well, it was hot. It was August. Old Bernard wanted to drink the water. After he’s been pumping a couple of minutes he said, “Jimmy, better get that old bucket over there and dip some water out of that creek. “We’re going to have to prime the pump.” How many of you know what I’m talking about when I say you got to prime the pump?

Well, for you non-pumpers, that just means that you got to put something in before you can get something out. See a lot of people stand in front of the stove of life and say “Stove, now give me some heat, then I’ll put some wood in you.” Lot of times the secretary says “Boss, give me a raise, then I’ll start coming to work on time.” So many times a student will say “Teacher, just give me a passing grade this semester. My parent’s going to tear me up if I don’t have a passing grade. Then next semester I’ll guarantee you I’ll study.” Can you imagine the farmer saying “Lord, give me a crop this year and I promise I’ll plant next year.”

No, it doesn’t work that way. First of all, you got to put something in before you can get something out. Well, Old Bernard wanted that drink of water. I mean it gets hot in South Alabama and he was just pumping away and pumping away and I’ll tell you that sweat was beginning to come off. He said “You know, Jimmy, I just don’t believe there is any water down there.” “No!” Jimmy said. “Bernard, you know in South Alabama the wells are deep and we’re glad they are, because you see the deeper the well, the cooler, the cleaner, the sweeter, the purer, the better taste in that water is.”

And isn’t that the story of life? Isn’t it true that that prospect that you really have to work on the most – when you finally do make that sale, isn’t it true that that’s the one that really gives you the most satisfaction?

Isn’t that the one — isn’t it true, ladies and gentlemen, that the boy or the girl who was available to every Tom, Dick and Harry or Mary Sue and Jane come down the pike, those boys and those girls are not the ones that make the kind of husband you want and the kind of wife that you want? Isn’t it true that the things in life that have value that you got to do some pumping?

Well, Oh Bernard, man, he wanted that drink of water. I mean, by then he was really working up the sweat. But you know there’s always that question: just how much pumping are you willing to give just for a drink of water? Finally Oh Bernard just threw up his hands and said “Jimmy, they’re just isn’t any water down there.” Jimmy said “Don’t stop Barnard, don’t stop. If you stop, it goes all the way back down and then you’ll have to start all over.”

And isn’t that true? See, there’s no way you can look at that pump and say “Yeah, just two more strokes and I got it” because you might have to pump another ten minutes. There’s no way you can look in the head of that prospect and say “Yep, just two more closes and I got him” because you know it might really take a lot of pumping. But this we know — we know that if we pump long enough and hard enough and enthusiastically enough, that eventually the effort will always bring forth the reward.

And if you notice that once you get it to pump in, then all you got to do is just keep a little easy steady pressure on it and man, you’re going to get more water than you know what to do with.

Isn’t it true that when things are good, they get better  – and when they’re bad they get worse? And it’s got nothing to do with what’s going on out there; it’s got everything to do with what’s going on between your ears. You see your business is never good or bad out there. Your business is good right here between your own two ears.

And if you’re thinking is stinking, your business is going to be in exactly the same shape.

Thanks for Your Support

Posted on by Scott

directory-973992_640At 25, Sara Blakely found herself working for Danka selling fax machines door-to-door in the hot summer sun of Florida. The one-time lawyer want-to-be discovered that she was pretty good at selling. She had a knack for it and quickly began moving up the ranks, training others to sell the way she did. What she wasn’t good at though, was handling the summer heat.

Wearing pantyhose was part of the company dress code. However, the options available were thick and often unappealing when matched with summertime outfits. While preparing to attend a company event one evening, Blakely stared down at her feet and moaned at the sight of a seam poking out of her open-toed shoes. In a fit of frustration, she cut the feet off of her hose.

While the cut edges started to ride up her legs during the evening, Blakely felt she was on to something. Surely other women had felt the same frustration, and here was a potential solution just begging to be developed. Fast forward a few years and Spanx, the intimate-wear company started by Blakely while still selling fax machines, was a top-line brand. Blakely became a billionaire by acting on her idea.

As I read about Blakely’s story, I was inspired by her passion for what she knew was a good idea. She invested her time, energy, and limited savings into making it become a reality. She succeed despite everyone telling her the project was a mistake. And I do mean everyone.

“No one told me to do this, but intuitively, I just felt I should keep my idea to myself and not seek validation from friends and family.”

That’s Blakely talking about the early days of her entrepreneurial journey. But it could be one of any number of successful inventors, business owners, artists, and team leaders speaking about their struggle to create something great. Sadly, it’s the people you should count on for the most support who tend to offer the most criticism. It’s those closest to you – those with the most potential to encourage – who are most likely to crush your dream.

“You’re wasting your time.”

“No one will buy that.”

“Management won’t support it.”

“The competition is too fierce.”

“It costs too much.”

“You don’t have any experience.”

Every success story worth reading includes some version of this early chapter. Our hero identifies a potential solution to a problem, gets excited about it, and starts pouring their heart into it. But the first obstacle they encounter comes from those who ought to be counted among the staunchest supporters.

After a year of work on her project, Sara Blakely began to share her dreams with those close to her. Right on cue, the naysayers spoke up. Her confidence was rattled. The self-doubt set in. Thankfully, Blakely wasn’t deterred and she continued her quest to change an industry.

All great ideas encounter opposition. We expect it from the competition. We expect it from those with something to lose. We expect it from those comfortable with the status-quo. We see those shots coming and prepare for them. It’s the friendly fire that always seems to find its mark.

There are certainly times I’ve allowed my own dreams to be crushed by those I counted as supporters, even allies. I wonder though, how many times have I been the one doing the crushing?

Look for the Gap

Posted on by Scott

plant-714583_640In the 1920’s, two-tone automobiles were popular. Body shop employees, however, were often frustrated with the process of painting the vehicles. To mask off the cars, they used newspaper or butcher paper glued to the vehicle. The process was messy and the paper was difficult to remove once the painting was completed.

As a salesman, Richard Drew was regularly subjected to the complaints (and profanities) of those involved in the work. Drew worked for the Minnesota Mining and Manufacturing Company and sold the sandpaper used to prepare automobiles for painting. Identifying a gap, he went to work on developing a better solution to the paper and glue method of masking vehicles.

For two years, Drew worked on perfecting a new tape that would make the masking process easier. An executive at the company told him to “stop messing around” and focus on his job of selling sandpaper; but Drew continued working on his idea in his spare time after hours. Eventually he delivered a sample for the body shop employees to try out.

Drew’s tape had adhesive along one edge and didn’t hold very well. The workers told him to go back to the drawing board. They had no use for his “Scotch” tape. At the time, “scotch” was a term used to describe something cheaply made and not worth much.

Drew perfected his design and created what we now know as masking tape. The name Scotch Tape stuck and he received a patent for his work in 1930. His success prompted him to continue working on a clear, cellophane-backed tape still widely used today. You probably have some sitting on your desk.

Success often lies in identifying a gap and finding a way to fill the need that’s represented. It takes time, dedication, a desire to learn from failure, and even the ability to persevere in spite of opposition from others. If the idea is sound, it can take on a life of its own and create even more opportunities for growth.

Drew went on to be a division head at his company, which changed its name to 3M. He encouraged his team to experiment, saying “If it’s a dumb idea, you’ll find out. You’ll smack into that brick wall, then you’ll stagger back and see another opportunity that you wouldn’t have seen otherwise.” By 2000, products originating from Drew’s small department had earned 30 patents and accounted for 20% of all sales.

Drew referred his Scotch tape experience “the gift of finding something valuable in something not even sought out.” William McKnight, the executive who told him to stop pursuing his idea, became chairman of 3M’s board of directors. He created a policy that allowed engineers to spend 15% of their time on passion projects. That same policy has been implemented by numerous other organizations and has resulted in innumerable new innovations across many different industries.

How much does your team value innovation?

Cracking the Code

Posted on by Scott

letters-3403152_640In November of 1990, a new sculpture titled “Kryptos” was installed on the grounds of CIA headquarters in Langley. Created by artist Jim Sanborn, the 12 block of copper is covered with 1,800 characters carved in four sections. Each section is written in a different code and, together, they form a riddle. It took eight years for the first three section to be decoded. Despite attempts by the CIA, NSA, and others around the world – not to mention a handful of clues provided by the artist – the fourth code has yet to be cracked. And it’s only 97 characters long.

I guess some puzzles are just really hard to solve.

Most of us aren’t analysts with the government, nor do we have sophisticated computer systems at our fingertips that can run decryption algorithms; but we still have riddles to solve. We wrestle with personal puzzles like “How do I lose weight?” or “Why can’t I seem to get motivated?” In the workplace we struggle to crack the codes of leadership, performance, and growth strategy.

And we struggle with these things despite the abundance of clues at our disposal. Type the word leadership into Google’s search engine for example, and you’ll find:

178,000,000 news articles

1,160,000,000 videos

4,210,000,000 total results

Shouldn’t we have cracked the leadership code by now? (For what it’s worth, I asked Google that exact question and got 10,800,000 answers.) Maybe some codes just aren’t meant to be cracked. Perhaps in some cases, the struggle is the point.

What if the fight to become a better leader is what actually makes you better?

What if the struggle to improve my performance is what causes my performance to improve?

What if wrestling with growing the business is what actually results in sustained growth?

I was talking with a friend about the issues he was having some members of his team. He threw up his hands and asked “Why does it all have to be so difficult?” (Google has 1,110,000,000 answers to that question by the way.) I think the real answer is “because it has to be.” The struggle is what makes us better. If “it” – whatever your “it” is – was easy, everyone would be doing it.

So keep fighting. Keep working on the puzzle. Keep trying to crack the code. Know that the attempt itself is what matters. Google doesn’t have the answer because the question is the answer.

Jim Sanborn says the answer to his sculpture/code/riddle is on a piece of paper locked in a safe deposit box. Should someone claim to have figured it out, he stands ready to open the box and verify that their work has paid off. I’m starting to wonder if there’s anything written on that piece of paper at all.