{"version":"1.0.0","segments":[{"speaker":"Annemie Tonken","startTime":0.0,"endTime":5.34,"body":"If I had $1, for"},{"speaker":"Annemie Tonken","startTime":0.0,"endTime":5.34,"body":"every photographer that I have"},{"speaker":"Annemie Tonken","startTime":5.52,"endTime":9.0,"body":"had a conversation with, over"},{"speaker":"Annemie Tonken","startTime":5.52,"endTime":9.0,"body":"the many years that I've been in"},{"speaker":"Annemie Tonken","startTime":9.0,"endTime":17.67,"body":"this business, who went through"},{"speaker":"Annemie Tonken","startTime":9.0,"endTime":17.67,"body":"some massive stress response to"},{"speaker":"Annemie Tonken","startTime":17.97,"endTime":21.15,"body":"a lack of response from their"},{"speaker":"Annemie Tonken","startTime":17.97,"endTime":21.15,"body":"clients, so they send off the"},{"speaker":"Annemie Tonken","startTime":21.15,"endTime":25.89,"body":"photos and don't hear much back,"},{"speaker":"Annemie Tonken","startTime":21.15,"endTime":25.89,"body":"right? Maybe somebody pays for"},{"speaker":"Annemie Tonken","startTime":25.89,"endTime":28.62,"body":"them buys them. But the"},{"speaker":"Annemie Tonken","startTime":25.89,"endTime":28.62,"body":"photographer is sitting there"},{"speaker":"Annemie Tonken","startTime":28.62,"endTime":30.66,"body":"thinking like, oh, my gosh, I"},{"speaker":"Annemie Tonken","startTime":28.62,"endTime":30.66,"body":"haven't heard anything, they"},{"speaker":"Annemie Tonken","startTime":30.66,"endTime":34.26,"body":"hate their photos, what's going"},{"speaker":"Annemie Tonken","startTime":30.66,"endTime":34.26,"body":"on? If I had $1, for every time"},{"speaker":"Annemie Tonken","startTime":34.26,"endTime":37.56,"body":"I had their conversation, I'd be"},{"speaker":"Annemie Tonken","startTime":34.26,"endTime":37.56,"body":"well on my way to retirement at"},{"speaker":"Annemie Tonken","startTime":37.56,"endTime":41.88,"body":"this point, right? I'm sure all"},{"speaker":"Annemie Tonken","startTime":37.56,"endTime":41.88,"body":"of you can relate. And I've been"},{"speaker":"Annemie Tonken","startTime":41.88,"endTime":44.67,"body":"in that situation myself, like,"},{"speaker":"Annemie Tonken","startTime":41.88,"endTime":44.67,"body":"I'm gonna add dollars for the"},{"speaker":"Annemie Tonken","startTime":44.67,"endTime":48.09,"body":"times that I have been sitting"},{"speaker":"Annemie Tonken","startTime":44.67,"endTime":48.09,"body":"on that pin cushion waiting to"},{"speaker":"Annemie Tonken","startTime":48.09,"endTime":52.32,"body":"hear back. And the fact of the"},{"speaker":"Annemie Tonken","startTime":48.09,"endTime":52.32,"body":"matter is, most of us don't put"},{"speaker":"Annemie Tonken","startTime":52.32,"endTime":55.17,"body":"our clients in a position where"},{"speaker":"Annemie Tonken","startTime":52.32,"endTime":55.17,"body":"they know that they need to"},{"speaker":"Annemie Tonken","startTime":55.17,"endTime":60.81,"body":"respond or that they have any"},{"speaker":"Annemie Tonken","startTime":55.17,"endTime":60.81,"body":"idea that we are waiting with"},{"speaker":"Annemie Tonken","startTime":60.81,"endTime":63.36,"body":"bated breath. On the other side,"},{"speaker":"Annemie Tonken","startTime":60.81,"endTime":63.36,"body":"I say that I've been in that"},{"speaker":"Annemie Tonken","startTime":63.36,"endTime":67.74,"body":"situation many times myself, the"},{"speaker":"Annemie Tonken","startTime":63.36,"endTime":67.74,"body":"truth is that I was in that"},{"speaker":"Annemie Tonken","startTime":67.74,"endTime":70.5,"body":"situation, every single time"},{"speaker":"Annemie Tonken","startTime":67.74,"endTime":70.5,"body":"that I had a session probably"},{"speaker":"Annemie Tonken","startTime":70.5,"endTime":74.52,"body":"for the first, I don't know,"},{"speaker":"Annemie Tonken","startTime":70.5,"endTime":74.52,"body":"many years of my business, it"},{"speaker":"Annemie Tonken","startTime":74.52,"endTime":76.77,"body":"helped that I was doing in"},{"speaker":"Annemie Tonken","startTime":74.52,"endTime":76.77,"body":"person sales, because I got"},{"speaker":"Annemie Tonken","startTime":76.8,"endTime":80.01,"body":"validation, you know, in front"},{"speaker":"Annemie Tonken","startTime":76.8,"endTime":80.01,"body":"of me in person, whenever I"},{"speaker":"Annemie Tonken","startTime":80.01,"endTime":82.83,"body":"didn't have that sort of"},{"speaker":"Annemie Tonken","startTime":80.01,"endTime":82.83,"body":"validation, it would it would"},{"speaker":"Annemie Tonken","startTime":82.83,"endTime":86.28,"body":"haunt me, these days, not so"},{"speaker":"Annemie Tonken","startTime":82.83,"endTime":86.28,"body":"much. I have learned to trust"},{"speaker":"Annemie Tonken","startTime":86.28,"endTime":90.66,"body":"that unless I am hearing"},{"speaker":"Annemie Tonken","startTime":86.28,"endTime":90.66,"body":"something negative in return. A"},{"speaker":"Annemie Tonken","startTime":90.66,"endTime":95.16,"body":"silent response doesn't really"},{"speaker":"Annemie Tonken","startTime":90.66,"endTime":95.16,"body":"mean anything different from an"},{"speaker":"Annemie Tonken","startTime":95.16,"endTime":97.62,"body":"email or a text message or a"},{"speaker":"Annemie Tonken","startTime":95.16,"endTime":97.62,"body":"note in the mail that says they"},{"speaker":"Annemie Tonken","startTime":97.62,"endTime":100.83,"body":"love the photos. Generally"},{"speaker":"Annemie Tonken","startTime":97.62,"endTime":100.83,"body":"speaking, I can assume that"},{"speaker":"Annemie Tonken","startTime":100.83,"endTime":104.19,"body":"things are good, unless they're"},{"speaker":"Annemie Tonken","startTime":100.83,"endTime":104.19,"body":"not. But it took me a while to"},{"speaker":"Annemie Tonken","startTime":104.19,"endTime":107.07,"body":"get to the point where I was"},{"speaker":"Annemie Tonken","startTime":104.19,"endTime":107.07,"body":"confident enough in my own work"},{"speaker":"Annemie Tonken","startTime":107.07,"endTime":111.12,"body":"that that was the case. What I"},{"speaker":"Annemie Tonken","startTime":107.07,"endTime":111.12,"body":"want to bring that little"},{"speaker":"Annemie Tonken","startTime":111.66,"endTime":117.3,"body":"anecdote back to is the fact"},{"speaker":"Annemie Tonken","startTime":111.66,"endTime":117.3,"body":"that when we are in that"},{"speaker":"Annemie Tonken","startTime":117.3,"endTime":119.88,"body":"situation, and we're waiting,"},{"speaker":"Annemie Tonken","startTime":117.3,"endTime":119.88,"body":"and we're stressed, and whatever"},{"speaker":"Annemie Tonken","startTime":119.91,"endTime":125.73,"body":"we are assuming that the client"},{"speaker":"Annemie Tonken","startTime":119.91,"endTime":125.73,"body":"is going to reach out to tell us"},{"speaker":"Annemie Tonken","startTime":125.73,"endTime":128.79,"body":"one way or the other how they"},{"speaker":"Annemie Tonken","startTime":125.73,"endTime":128.79,"body":"feel. Maybe we've said, you"},{"speaker":"Annemie Tonken","startTime":128.79,"endTime":131.19,"body":"know, hey, let me know what you"},{"speaker":"Annemie Tonken","startTime":128.79,"endTime":131.19,"body":"think, or something like that at"},{"speaker":"Annemie Tonken","startTime":131.19,"endTime":134.22,"body":"the end of an email. But it's"},{"speaker":"Annemie Tonken","startTime":131.19,"endTime":134.22,"body":"not super direct, it's not"},{"speaker":"Annemie Tonken","startTime":134.22,"endTime":136.86,"body":"really clear, it doesn't set"},{"speaker":"Annemie Tonken","startTime":134.22,"endTime":136.86,"body":"expectations. And it certainly"},{"speaker":"Annemie Tonken","startTime":136.86,"endTime":141.81,"body":"doesn't like force the client to"},{"speaker":"Annemie Tonken","startTime":136.86,"endTime":141.81,"body":"say anything, right. And so if"},{"speaker":"Annemie Tonken","startTime":141.81,"endTime":144.27,"body":"you think about it, from another"},{"speaker":"Annemie Tonken","startTime":141.81,"endTime":144.27,"body":"perspective, the client gets"},{"speaker":"Annemie Tonken","startTime":144.27,"endTime":146.7,"body":"that email, the first thing"},{"speaker":"Annemie Tonken","startTime":144.27,"endTime":146.7,"body":"they're going to do is go look"},{"speaker":"Annemie Tonken","startTime":146.7,"endTime":149.7,"body":"at their photos, they're excited"},{"speaker":"Annemie Tonken","startTime":146.7,"endTime":149.7,"body":"about those, they're sending"},{"speaker":"Annemie Tonken","startTime":149.7,"endTime":154.35,"body":"them off to their mother and"},{"speaker":"Annemie Tonken","startTime":149.7,"endTime":154.35,"body":"their sister. And you're not"},{"speaker":"Annemie Tonken","startTime":154.35,"endTime":156.78,"body":"really factoring into the"},{"speaker":"Annemie Tonken","startTime":154.35,"endTime":156.78,"body":"equation, they paid you money,"},{"speaker":"Annemie Tonken","startTime":156.81,"endTime":159.09,"body":"you've you've done the thing"},{"speaker":"Annemie Tonken","startTime":156.81,"endTime":159.09,"body":"that you're supposed to do,"},{"speaker":"Annemie Tonken","startTime":159.09,"endTime":163.02,"body":"right, they don't have any sort"},{"speaker":"Annemie Tonken","startTime":159.09,"endTime":163.02,"body":"of sense of obligation in many"},{"speaker":"Annemie Tonken","startTime":163.02,"endTime":166.89,"body":"cases to making you feel good,"},{"speaker":"Annemie Tonken","startTime":163.02,"endTime":166.89,"body":"although thankfully, of course,"},{"speaker":"Annemie Tonken","startTime":166.92,"endTime":172.62,"body":"a lot of people do. The reason"},{"speaker":"Annemie Tonken","startTime":166.92,"endTime":172.62,"body":"that I raise all of this is that"},{"speaker":"Annemie Tonken","startTime":172.62,"endTime":175.8,"body":"it was part of a conversation"},{"speaker":"Annemie Tonken","startTime":172.62,"endTime":175.8,"body":"that I had with today's guest,"},{"speaker":"Annemie Tonken","startTime":175.83,"endTime":181.92,"body":"Melody McDonald, as we were"},{"speaker":"Annemie Tonken","startTime":175.83,"endTime":181.92,"body":"talking about the conversation,"},{"speaker":"Annemie Tonken","startTime":181.95,"endTime":184.11,"body":"as we were planning for the"},{"speaker":"Annemie Tonken","startTime":181.95,"endTime":184.11,"body":"conversation that we were going"},{"speaker":"Annemie Tonken","startTime":184.11,"endTime":188.49,"body":"to have today, melody has a"},{"speaker":"Annemie Tonken","startTime":184.11,"endTime":188.49,"body":"really interesting backstory,"},{"speaker":"Annemie Tonken","startTime":188.49,"endTime":193.38,"body":"she is and is sort of winding"},{"speaker":"Annemie Tonken","startTime":188.49,"endTime":193.38,"body":"down her career for the past 20"},{"speaker":"Annemie Tonken","startTime":193.41,"endTime":198.81,"body":"plus years in 911 Dispatch, so"},{"speaker":"Annemie Tonken","startTime":193.41,"endTime":198.81,"body":"she is an emergency responder"},{"speaker":"Annemie Tonken","startTime":198.93,"endTime":203.85,"body":"who spends many, many hours a"},{"speaker":"Annemie Tonken","startTime":198.93,"endTime":203.85,"body":"day, multiple days a week, on"},{"speaker":"Annemie Tonken","startTime":203.85,"endTime":207.45,"body":"the phone with people in"},{"speaker":"Annemie Tonken","startTime":203.85,"endTime":207.45,"body":"emergent situations, people who"},{"speaker":"Annemie Tonken","startTime":207.45,"endTime":211.14,"body":"are having, in many cases the"},{"speaker":"Annemie Tonken","startTime":207.45,"endTime":211.14,"body":"worst day, or one of the worst"},{"speaker":"Annemie Tonken","startTime":211.14,"endTime":214.98,"body":"days of their life, they are"},{"speaker":"Annemie Tonken","startTime":211.14,"endTime":214.98,"body":"stressed. They're, you know,"},{"speaker":"Annemie Tonken","startTime":215.04,"endTime":219.0,"body":"scared, they're sad, there's all"},{"speaker":"Annemie Tonken","startTime":215.04,"endTime":219.0,"body":"kinds of emotions happening. And"},{"speaker":"Annemie Tonken","startTime":219.0,"endTime":222.45,"body":"she is the voice of reason on"},{"speaker":"Annemie Tonken","startTime":219.0,"endTime":222.45,"body":"the other end of the line, who"},{"speaker":"Annemie Tonken","startTime":222.45,"endTime":227.4,"body":"is going to help them manage"},{"speaker":"Annemie Tonken","startTime":222.45,"endTime":227.4,"body":"this emergency. Melody is also a"},{"speaker":"Annemie Tonken","startTime":227.4,"endTime":231.81,"body":"photographer. And as her 911"},{"speaker":"Annemie Tonken","startTime":227.4,"endTime":231.81,"body":"career ramps down, she is"},{"speaker":"Annemie Tonken","startTime":231.81,"endTime":235.98,"body":"getting ready to go into, you"},{"speaker":"Annemie Tonken","startTime":231.81,"endTime":235.98,"body":"know, a more full time career."},{"speaker":"Annemie Tonken","startTime":235.98,"endTime":238.35,"body":"She's been a hobbyist for a long"},{"speaker":"Annemie Tonken","startTime":235.98,"endTime":238.35,"body":"time. And now she's hoping to"},{"speaker":"Annemie Tonken","startTime":238.38,"endTime":241.89,"body":"take this into the next you"},{"speaker":"Annemie Tonken","startTime":238.38,"endTime":241.89,"body":"know, couple of decades being"},{"speaker":"Annemie Tonken","startTime":242.07,"endTime":245.25,"body":"her job. And as she has started"},{"speaker":"Annemie Tonken","startTime":242.07,"endTime":245.25,"body":"taking on more and more"},{"speaker":"Annemie Tonken","startTime":245.28,"endTime":247.77,"body":"photography clients and has"},{"speaker":"Annemie Tonken","startTime":245.28,"endTime":247.77,"body":"gotten more involved in the"},{"speaker":"Annemie Tonken","startTime":247.77,"endTime":252.87,"body":"photography community. She has"},{"speaker":"Annemie Tonken","startTime":247.77,"endTime":252.87,"body":"seen many instances where"},{"speaker":"Annemie Tonken","startTime":252.87,"endTime":259.86,"body":"photographers are not handling"},{"speaker":"Annemie Tonken","startTime":252.87,"endTime":259.86,"body":"crises or even non crisis"},{"speaker":"Annemie Tonken","startTime":259.86,"endTime":264.09,"body":"conversations with their clients"},{"speaker":"Annemie Tonken","startTime":259.86,"endTime":264.09,"body":"appropriately. And when she"},{"speaker":"Annemie Tonken","startTime":264.09,"endTime":267.3,"body":"reached out she raised that"},{"speaker":"Annemie Tonken","startTime":264.09,"endTime":267.3,"body":"situation where somebody gets"},{"speaker":"Annemie Tonken","startTime":267.3,"endTime":270.18,"body":"all upset because they haven't"},{"speaker":"Annemie Tonken","startTime":267.3,"endTime":270.18,"body":"heard back from their client"},{"speaker":"Annemie Tonken","startTime":270.18,"endTime":273.27,"body":"after the client got their"},{"speaker":"Annemie Tonken","startTime":270.18,"endTime":273.27,"body":"gallery. And they are assuming"},{"speaker":"Annemie Tonken","startTime":273.27,"endTime":277.47,"body":"the worst. And she pointed out"},{"speaker":"Annemie Tonken","startTime":273.27,"endTime":277.47,"body":"like that is an unmet"},{"speaker":"Annemie Tonken","startTime":277.5,"endTime":281.28,"body":"expectation situation where the"},{"speaker":"Annemie Tonken","startTime":277.5,"endTime":281.28,"body":"expectation wasn't made clear."},{"speaker":"Annemie Tonken","startTime":281.64,"endTime":285.75,"body":"And I'm probably not doing"},{"speaker":"Annemie Tonken","startTime":281.64,"endTime":285.75,"body":"justice to the nature of our"},{"speaker":"Annemie Tonken","startTime":285.75,"endTime":290.22,"body":"conversation going into this."},{"speaker":"Annemie Tonken","startTime":285.75,"endTime":290.22,"body":"But I think that the resulting"},{"speaker":"Annemie Tonken","startTime":290.22,"endTime":293.55,"body":"conversation that I'm just about"},{"speaker":"Annemie Tonken","startTime":290.22,"endTime":293.55,"body":"to play for you is going to"},{"speaker":"Annemie Tonken","startTime":293.61,"endTime":298.53,"body":"bring it all home. Melody's got"},{"speaker":"Annemie Tonken","startTime":293.61,"endTime":298.53,"body":"so much amazing practical"},{"speaker":"Annemie Tonken","startTime":298.74,"endTime":303.75,"body":"knowledge and Experience and"},{"speaker":"Annemie Tonken","startTime":298.74,"endTime":303.75,"body":"advice that we can take from her"},{"speaker":"Annemie Tonken","startTime":303.75,"endTime":306.96,"body":"many years in the emergency"},{"speaker":"Annemie Tonken","startTime":303.75,"endTime":306.96,"body":"world and apply to our"},{"speaker":"Annemie Tonken","startTime":306.96,"endTime":312.09,"body":"businesses in such a way that I"},{"speaker":"Annemie Tonken","startTime":306.96,"endTime":312.09,"body":"truly think that you will see an"},{"speaker":"Annemie Tonken","startTime":312.15,"endTime":315.84,"body":"amazing difference, not only in"},{"speaker":"Annemie Tonken","startTime":312.15,"endTime":315.84,"body":"the way that your clients"},{"speaker":"Annemie Tonken","startTime":315.84,"endTime":320.91,"body":"respond, but in the way that you"},{"speaker":"Annemie Tonken","startTime":315.84,"endTime":320.91,"body":"feel about those scenarios that"},{"speaker":"Annemie Tonken","startTime":320.91,"endTime":323.88,"body":"aren't necessarily going exactly"},{"speaker":"Annemie Tonken","startTime":320.91,"endTime":323.88,"body":"the way we want them to. So,"},{"speaker":"Annemie Tonken","startTime":324.15,"endTime":327.0,"body":"without further ado, because"},{"speaker":"Annemie Tonken","startTime":324.15,"endTime":327.0,"body":"I've already droned on, I will"},{"speaker":"Annemie Tonken","startTime":327.0,"endTime":331.38,"body":"cue the music and introduce"},{"speaker":"Annemie Tonken","startTime":327.0,"endTime":331.38,"body":"melody. Welcome to this can't be"},{"speaker":"Annemie Tonken","startTime":331.38,"endTime":335.13,"body":"that hard. My name is Annemie"},{"speaker":"Annemie Tonken","startTime":331.38,"endTime":335.13,"body":"Tonken. And I help photographers"},{"speaker":"Annemie Tonken","startTime":335.13,"endTime":339.33,"body":"run profitable, sustainable"},{"speaker":"Annemie Tonken","startTime":335.13,"endTime":339.33,"body":"businesses that they love. Each"},{"speaker":"Annemie Tonken","startTime":339.33,"endTime":342.9,"body":"week on the podcast, I cover"},{"speaker":"Annemie Tonken","startTime":339.33,"endTime":342.9,"body":"simple, actionable strategies"},{"speaker":"Annemie Tonken","startTime":342.9,"endTime":346.26,"body":"and systems that photographers"},{"speaker":"Annemie Tonken","startTime":342.9,"endTime":346.26,"body":"at every level of experience can"},{"speaker":"Annemie Tonken","startTime":346.26,"endTime":350.61,"body":"use to earn more money in a more"},{"speaker":"Annemie Tonken","startTime":346.26,"endTime":350.61,"body":"sustainable way. Running a"},{"speaker":"Annemie Tonken","startTime":350.61,"endTime":354.18,"body":"photography business doesn't"},{"speaker":"Annemie Tonken","startTime":350.61,"endTime":354.18,"body":"have to be that hard. You can do"},{"speaker":"Annemie Tonken","startTime":354.18,"endTime":361.17,"body":"it. And I can show you how"},{"speaker":"Annemie Tonken","startTime":354.18,"endTime":361.17,"body":"melody McDonald, welcome to this"},{"speaker":"Annemie Tonken","startTime":361.17,"endTime":364.53,"body":"can't be that hard. This is"},{"speaker":"Annemie Tonken","startTime":361.17,"endTime":364.53,"body":"going to be a really fun"},{"speaker":"Annemie Tonken","startTime":364.53,"endTime":366.99,"body":"conversation today. So I hope"},{"speaker":"Annemie Tonken","startTime":364.53,"endTime":366.99,"body":"you're feeling good and"},{"speaker":"Annemie Tonken","startTime":366.99,"endTime":369.03,"body":"caffeinated and ready to go. How"},{"speaker":"Annemie Tonken","startTime":366.99,"endTime":369.03,"body":"are ya?"},{"speaker":"Melody MacDonald","startTime":369.69,"endTime":371.85,"body":"I am good."},{"speaker":"Melody MacDonald","startTime":369.69,"endTime":371.85,"body":"Thank you. How are you?"},{"speaker":"Annemie Tonken","startTime":371.88,"endTime":376.05,"body":"I'm doing well."},{"speaker":"Annemie Tonken","startTime":371.88,"endTime":376.05,"body":"I'm, like I said I'm kind of"},{"speaker":"Annemie Tonken","startTime":376.05,"endTime":378.15,"body":"chomping at the bit. I've been"},{"speaker":"Annemie Tonken","startTime":376.05,"endTime":378.15,"body":"looking forward to this"},{"speaker":"Annemie Tonken","startTime":378.15,"endTime":382.74,"body":"conversation since we went back"},{"speaker":"Annemie Tonken","startTime":378.15,"endTime":382.74,"body":"and forth about the idea because"},{"speaker":"Annemie Tonken","startTime":382.77,"endTime":385.26,"body":"this is totally different from"},{"speaker":"Annemie Tonken","startTime":382.77,"endTime":385.26,"body":"anything that I've done before."},{"speaker":"Annemie Tonken","startTime":385.29,"endTime":389.67,"body":"And I feel like our backgrounds"},{"speaker":"Annemie Tonken","startTime":385.29,"endTime":389.67,"body":"mine as a nurse, and yours as a"},{"speaker":"Annemie Tonken","startTime":389.67,"endTime":392.43,"body":"nine one dispatcher. Like"},{"speaker":"Annemie Tonken","startTime":389.67,"endTime":392.43,"body":"they're different, obviously"},{"speaker":"Annemie Tonken","startTime":392.43,"endTime":397.29,"body":"very different, but similar"},{"speaker":"Annemie Tonken","startTime":392.43,"endTime":397.29,"body":"kinds of, you know, stressful"},{"speaker":"Annemie Tonken","startTime":397.29,"endTime":402.24,"body":"situations and stuff like that."},{"speaker":"Annemie Tonken","startTime":397.29,"endTime":402.24,"body":"But this concept of, of having"},{"speaker":"Annemie Tonken","startTime":402.27,"endTime":406.68,"body":"that background help your"},{"speaker":"Annemie Tonken","startTime":402.27,"endTime":406.68,"body":"photography, communication is"},{"speaker":"Annemie Tonken","startTime":406.68,"endTime":410.82,"body":"brilliant. So I'm very, very"},{"speaker":"Annemie Tonken","startTime":406.68,"endTime":410.82,"body":"keen to dive in. But before we"},{"speaker":"Annemie Tonken","startTime":410.82,"endTime":414.03,"body":"do, I would love to have you"},{"speaker":"Annemie Tonken","startTime":410.82,"endTime":414.03,"body":"just introduce yourself. Give"},{"speaker":"Annemie Tonken","startTime":414.03,"endTime":419.28,"body":"everybody a little bit of"},{"speaker":"Annemie Tonken","startTime":414.03,"endTime":419.28,"body":"background on your career path"},{"speaker":"Annemie Tonken","startTime":419.28,"endTime":422.58,"body":"to this point. And, and then"},{"speaker":"Annemie Tonken","startTime":419.28,"endTime":422.58,"body":"we'll we'll jump right in."},{"speaker":"Melody MacDonald","startTime":423.15,"endTime":428.16,"body":"Okay, yeah. I"},{"speaker":"Melody MacDonald","startTime":423.15,"endTime":428.16,"body":"have been in the 911 dispatching"},{"speaker":"Melody MacDonald","startTime":429.51,"endTime":434.37,"body":"genre for, actually, for 25"},{"speaker":"Melody MacDonald","startTime":429.51,"endTime":434.37,"body":"years, I started way back in the"},{"speaker":"Melody MacDonald","startTime":434.37,"endTime":440.97,"body":"1998. myself a little bit. But"},{"speaker":"Melody MacDonald","startTime":434.37,"endTime":440.97,"body":"as I worked about four years, I"},{"speaker":"Melody MacDonald","startTime":440.97,"endTime":444.42,"body":"had some babies, I took some"},{"speaker":"Melody MacDonald","startTime":440.97,"endTime":444.42,"body":"time off to be with the babies"},{"speaker":"Melody MacDonald","startTime":444.42,"endTime":449.19,"body":"and I came back in 2006. So over"},{"speaker":"Melody MacDonald","startTime":444.42,"endTime":449.19,"body":"transcending from that 1988."},{"speaker":"Melody MacDonald","startTime":449.22,"endTime":453.66,"body":"Today, it's been 21 years of"},{"speaker":"Melody MacDonald","startTime":449.22,"endTime":453.66,"body":"actually answering phone calls"},{"speaker":"Melody MacDonald","startTime":453.66,"endTime":460.68,"body":"and dispatching police fire"},{"speaker":"Melody MacDonald","startTime":453.66,"endTime":460.68,"body":"ambulance for that period of"},{"speaker":"Melody MacDonald","startTime":460.68,"endTime":468.33,"body":"time. And I absolutely love this"},{"speaker":"Melody MacDonald","startTime":460.68,"endTime":468.33,"body":"work. I've been talking about"},{"speaker":"Melody MacDonald","startTime":468.33,"endTime":473.31,"body":"this career in many ways,"},{"speaker":"Melody MacDonald","startTime":468.33,"endTime":473.31,"body":"through community members events"},{"speaker":"Melody MacDonald","startTime":473.31,"endTime":476.25,"body":"that we would go to to not"},{"speaker":"Melody MacDonald","startTime":473.31,"endTime":476.25,"body":"promote 911. But to kind of"},{"speaker":"Melody MacDonald","startTime":476.25,"endTime":481.83,"body":"explain the process because it's"},{"speaker":"Melody MacDonald","startTime":476.25,"endTime":481.83,"body":"changed over 25 years. And I"},{"speaker":"Melody MacDonald","startTime":481.86,"endTime":485.82,"body":"love it. I love love love"},{"speaker":"Melody MacDonald","startTime":481.86,"endTime":485.82,"body":"talking on the phone. I love"},{"speaker":"Melody MacDonald","startTime":485.82,"endTime":489.63,"body":"talking to community members."},{"speaker":"Melody MacDonald","startTime":485.82,"endTime":489.63,"body":"I've actually probably my"},{"speaker":"Melody MacDonald","startTime":489.63,"endTime":493.38,"body":"favorite part of 911 is talking"},{"speaker":"Melody MacDonald","startTime":489.63,"endTime":493.38,"body":"on the phone, I do it a little"},{"speaker":"Melody MacDonald","startTime":493.38,"endTime":495.99,"body":"bit less now because I've"},{"speaker":"Melody MacDonald","startTime":493.38,"endTime":495.99,"body":"promoted up the ranks and I'm a"},{"speaker":"Melody MacDonald","startTime":495.99,"endTime":499.86,"body":"supervisor. So I oversee the"},{"speaker":"Melody MacDonald","startTime":495.99,"endTime":499.86,"body":"dispatchers but I still get to"},{"speaker":"Melody MacDonald","startTime":499.86,"endTime":505.35,"body":"talk on the phone and on the"},{"speaker":"Melody MacDonald","startTime":499.86,"endTime":505.35,"body":"radio. So I've really loved this"},{"speaker":"Melody MacDonald","startTime":505.35,"endTime":508.68,"body":"career. It's been a perfect"},{"speaker":"Melody MacDonald","startTime":505.35,"endTime":508.68,"body":"career for me. And then I have"},{"speaker":"Melody MacDonald","startTime":508.68,"endTime":514.59,"body":"this other side gig, right"},{"speaker":"Melody MacDonald","startTime":508.68,"endTime":514.59,"body":"hobbyists of my artistic outlet"},{"speaker":"Melody MacDonald","startTime":514.59,"endTime":518.76,"body":"that I absolutely love, maybe"},{"speaker":"Melody MacDonald","startTime":514.59,"endTime":518.76,"body":"even more, I'm not too sure I"},{"speaker":"Melody MacDonald","startTime":518.76,"endTime":523.02,"body":"really love photography. I love"},{"speaker":"Melody MacDonald","startTime":518.76,"endTime":523.02,"body":"it's that communicating, it's"},{"speaker":"Melody MacDonald","startTime":523.02,"endTime":527.49,"body":"that being with families on a"},{"speaker":"Melody MacDonald","startTime":523.02,"endTime":527.49,"body":"session. I just really love that"},{"speaker":"Melody MacDonald","startTime":527.49,"endTime":532.59,"body":"part. So that's where now I've"},{"speaker":"Melody MacDonald","startTime":527.49,"endTime":532.59,"body":"been as we're winding down this"},{"speaker":"Melody MacDonald","startTime":532.59,"endTime":537.27,"body":"career 911 I'm now starting to"},{"speaker":"Melody MacDonald","startTime":532.59,"endTime":537.27,"body":"ramp up and get prepared to"},{"speaker":"Melody MacDonald","startTime":537.27,"endTime":539.25,"body":"actually go full time as a"},{"speaker":"Melody MacDonald","startTime":537.27,"endTime":539.25,"body":"photographer. So"},{"speaker":"Annemie Tonken","startTime":539.55,"endTime":544.2,"body":"nice. Here I am"},{"speaker":"Annemie Tonken","startTime":539.55,"endTime":544.2,"body":"today. Yeah, I feel like we can"},{"speaker":"Annemie Tonken","startTime":544.2,"endTime":549.03,"body":"all sort of as we are moving"},{"speaker":"Annemie Tonken","startTime":544.2,"endTime":549.03,"body":"forward through our careers or"},{"speaker":"Annemie Tonken","startTime":549.03,"endTime":551.94,"body":"through our lives, it can be"},{"speaker":"Annemie Tonken","startTime":549.03,"endTime":551.94,"body":"really hard to see, you know,"},{"speaker":"Annemie Tonken","startTime":551.94,"endTime":554.37,"body":"it's like, Oh, I feel like I'm"},{"speaker":"Annemie Tonken","startTime":551.94,"endTime":554.37,"body":"all over the place. It's all you"},{"speaker":"Annemie Tonken","startTime":554.37,"endTime":557.31,"body":"know, I like this, but I also"},{"speaker":"Annemie Tonken","startTime":554.37,"endTime":557.31,"body":"like this thing over here. And"},{"speaker":"Annemie Tonken","startTime":557.31,"endTime":560.94,"body":"it's so much easier to turn"},{"speaker":"Annemie Tonken","startTime":557.31,"endTime":560.94,"body":"around. And in retrospect, say"},{"speaker":"Annemie Tonken","startTime":560.97,"endTime":565.05,"body":"oh, here was the through line."},{"speaker":"Annemie Tonken","startTime":560.97,"endTime":565.05,"body":"And I feel like that"},{"speaker":"Annemie Tonken","startTime":565.14,"endTime":570.45,"body":"communication and being with"},{"speaker":"Annemie Tonken","startTime":565.14,"endTime":570.45,"body":"people at sentinel events in"},{"speaker":"Annemie Tonken","startTime":570.45,"endTime":575.58,"body":"their lives, whether that's like"},{"speaker":"Annemie Tonken","startTime":570.45,"endTime":575.58,"body":"a positive sentinel event or a"},{"speaker":"Annemie Tonken","startTime":575.61,"endTime":579.3,"body":"less positive emergency type of"},{"speaker":"Annemie Tonken","startTime":575.61,"endTime":579.3,"body":"event, you know, those things"},{"speaker":"Annemie Tonken","startTime":579.3,"endTime":583.86,"body":"have things in common that on"},{"speaker":"Annemie Tonken","startTime":579.3,"endTime":583.86,"body":"the surface are harder to see"},{"speaker":"Annemie Tonken","startTime":583.86,"endTime":588.36,"body":"but when we deep dive on what it"},{"speaker":"Annemie Tonken","startTime":583.86,"endTime":588.36,"body":"is that we're interested in and"},{"speaker":"Annemie Tonken","startTime":588.36,"endTime":592.32,"body":"attracted to and inspired by I"},{"speaker":"Annemie Tonken","startTime":588.36,"endTime":592.32,"body":"think that then you can start to"},{"speaker":"Annemie Tonken","startTime":592.32,"endTime":595.77,"body":"see those, those parallels and"},{"speaker":"Annemie Tonken","startTime":592.32,"endTime":595.77,"body":"so I think it's I think it's"},{"speaker":"Annemie Tonken","startTime":595.77,"endTime":598.77,"body":"really cool. I do think you are"},{"speaker":"Annemie Tonken","startTime":595.77,"endTime":598.77,"body":"the first photographer that I"},{"speaker":"Annemie Tonken","startTime":598.77,"endTime":604.71,"body":"have met with This background"},{"speaker":"Annemie Tonken","startTime":598.77,"endTime":604.71,"body":"so, so that also is, is cool and"},{"speaker":"Annemie Tonken","startTime":604.71,"endTime":609.48,"body":"kind of a standout and makes me"},{"speaker":"Annemie Tonken","startTime":604.71,"endTime":609.48,"body":"even more excited to to get into"},{"speaker":"Annemie Tonken","startTime":609.48,"endTime":613.5,"body":"the nitty gritty. I, you know,"},{"speaker":"Annemie Tonken","startTime":609.48,"endTime":613.5,"body":"we talked a little bit and I'm"},{"speaker":"Annemie Tonken","startTime":613.5,"endTime":617.16,"body":"sure everyone listening can"},{"speaker":"Annemie Tonken","startTime":613.5,"endTime":617.16,"body":"understand about, you know, 911"},{"speaker":"Annemie Tonken","startTime":617.46,"endTime":620.64,"body":"could very easily fall into"},{"speaker":"Annemie Tonken","startTime":617.46,"endTime":620.64,"body":"like, Oh, we're gonna get"},{"speaker":"Annemie Tonken","startTime":620.64,"endTime":623.79,"body":"triggered and things like that"},{"speaker":"Annemie Tonken","startTime":620.64,"endTime":623.79,"body":"not interested in doing any of"},{"speaker":"Annemie Tonken","startTime":623.79,"endTime":627.06,"body":"that for for me or for our"},{"speaker":"Annemie Tonken","startTime":623.79,"endTime":627.06,"body":"listeners or anything else but"},{"speaker":"Annemie Tonken","startTime":627.78,"endTime":631.59,"body":"but I would love to just kind of"},{"speaker":"Annemie Tonken","startTime":627.78,"endTime":631.59,"body":"kick things off with you've got"},{"speaker":"Annemie Tonken","startTime":631.59,"endTime":635.73,"body":"to have stories galore. I mean,"},{"speaker":"Annemie Tonken","startTime":631.59,"endTime":635.73,"body":"I'm sure in 21 years, you've"},{"speaker":"Annemie Tonken","startTime":635.73,"endTime":636.42,"body":"heard it all."},{"speaker":"Melody MacDonald","startTime":637.11,"endTime":640.29,"body":"Oh, yeah. You"},{"speaker":"Melody MacDonald","startTime":637.11,"endTime":640.29,"body":"know, it's interesting, because"},{"speaker":"Melody MacDonald","startTime":640.77,"endTime":645.39,"body":"I, we always tell each other in"},{"speaker":"Melody MacDonald","startTime":640.77,"endTime":645.39,"body":"our work, always have that one"},{"speaker":"Melody MacDonald","startTime":645.39,"endTime":648.72,"body":"good call. And that one bad call"},{"speaker":"Melody MacDonald","startTime":645.39,"endTime":648.72,"body":"in your back pocket, because"},{"speaker":"Melody MacDonald","startTime":649.08,"endTime":652.89,"body":"there are so many calls that"},{"speaker":"Melody MacDonald","startTime":649.08,"endTime":652.89,"body":"every day could be that new,"},{"speaker":"Melody MacDonald","startTime":653.01,"endTime":655.47,"body":"shiny call that you put in your"},{"speaker":"Melody MacDonald","startTime":653.01,"endTime":655.47,"body":"pocket. And then you're like,"},{"speaker":"Melody MacDonald","startTime":655.5,"endTime":659.34,"body":"did I make that call to wait?"},{"speaker":"Melody MacDonald","startTime":655.5,"endTime":659.34,"body":"Huh? Yeah. And then when someone"},{"speaker":"Melody MacDonald","startTime":659.34,"endTime":663.3,"body":"asks you, it's like, sometimes"},{"speaker":"Melody MacDonald","startTime":659.34,"endTime":663.3,"body":"it's just I have no calls. I"},{"speaker":"Melody MacDonald","startTime":663.3,"endTime":666.48,"body":"don't even I don't even know"},{"speaker":"Melody MacDonald","startTime":663.3,"endTime":666.48,"body":"what to say. Right? We will"},{"speaker":"Melody MacDonald","startTime":666.48,"endTime":669.48,"body":"definitely stay away from the"},{"speaker":"Melody MacDonald","startTime":666.48,"endTime":669.48,"body":"triggering sad ones, because"},{"speaker":"Melody MacDonald","startTime":669.48,"endTime":673.95,"body":"those do happen. Sure. That is"},{"speaker":"Melody MacDonald","startTime":669.48,"endTime":673.95,"body":"part of the 911 system, right."},{"speaker":"Melody MacDonald","startTime":673.95,"endTime":678.99,"body":"But I will share with you. We're"},{"speaker":"Melody MacDonald","startTime":673.95,"endTime":678.99,"body":"here along the coast. I am here"},{"speaker":"Melody MacDonald","startTime":678.99,"endTime":683.13,"body":"in California. And we have"},{"speaker":"Melody MacDonald","startTime":678.99,"endTime":683.13,"body":"touristy beachy towns. And that"},{"speaker":"Melody MacDonald","startTime":683.13,"endTime":686.31,"body":"means there's also bars along"},{"speaker":"Melody MacDonald","startTime":683.13,"endTime":686.31,"body":"the beach, of course, which"},{"speaker":"Melody MacDonald","startTime":686.31,"endTime":691.02,"body":"means there's late night calls."},{"speaker":"Melody MacDonald","startTime":686.31,"endTime":691.02,"body":"And we did I'll tell you quick,"},{"speaker":"Melody MacDonald","startTime":691.05,"endTime":695.1,"body":"a quick story that we laugh"},{"speaker":"Melody MacDonald","startTime":691.05,"endTime":695.1,"body":"about still to this day. And"},{"speaker":"Melody MacDonald","startTime":695.1,"endTime":699.36,"body":"it's probably been 10 years"},{"speaker":"Melody MacDonald","startTime":695.1,"endTime":699.36,"body":"since this call happened. But we"},{"speaker":"Melody MacDonald","startTime":699.36,"endTime":703.53,"body":"took a call. And in the middle"},{"speaker":"Melody MacDonald","startTime":699.36,"endTime":703.53,"body":"of the night, we're not only"},{"speaker":"Melody MacDonald","startTime":703.53,"endTime":706.68,"body":"fire, police and ambulance, but"},{"speaker":"Melody MacDonald","startTime":703.53,"endTime":706.68,"body":"we are a public works. And we"},{"speaker":"Melody MacDonald","startTime":706.68,"endTime":709.44,"body":"are animal control. We do all"},{"speaker":"Melody MacDonald","startTime":706.68,"endTime":709.44,"body":"the things. So this was an"},{"speaker":"Melody MacDonald","startTime":709.44,"endTime":716.79,"body":"animal call. And the sweetest"},{"speaker":"Melody MacDonald","startTime":709.44,"endTime":716.79,"body":"guy on the phone just was very"},{"speaker":"Melody MacDonald","startTime":716.79,"endTime":723.36,"body":"drunk. Yeah, but he was a very"},{"speaker":"Melody MacDonald","startTime":716.79,"endTime":723.36,"body":"sweet drunk. And he was very,"},{"speaker":"Melody MacDonald","startTime":723.39,"endTime":728.31,"body":"very, very certain that there"},{"speaker":"Melody MacDonald","startTime":723.39,"endTime":728.31,"body":"was a penguin on a beach. And it"},{"speaker":"Melody MacDonald","startTime":728.31,"endTime":733.71,"body":"was injured. And we needed to"},{"speaker":"Melody MacDonald","startTime":728.31,"endTime":733.71,"body":"help that penguin. And we had to"},{"speaker":"Melody MacDonald","startTime":733.71,"endTime":738.66,"body":"like, keep asking him a penguin."},{"speaker":"Melody MacDonald","startTime":733.71,"endTime":738.66,"body":"Because now we're trying to"},{"speaker":"Melody MacDonald","startTime":738.66,"endTime":744.18,"body":"visualize what marine bird,"},{"speaker":"Melody MacDonald","startTime":738.66,"endTime":744.18,"body":"right like a penguin? Sure. And"},{"speaker":"Melody MacDonald","startTime":744.18,"endTime":748.53,"body":"he was like, no, no, ma'am. I"},{"speaker":"Melody MacDonald","startTime":744.18,"endTime":748.53,"body":"have seen Happy Feet. The movie,"},{"speaker":"Melody MacDonald","startTime":748.56,"endTime":751.71,"body":"I know exactly. What this is."},{"speaker":"Melody MacDonald","startTime":748.56,"endTime":751.71,"body":"This is the pink"},{"speaker":"Annemie Tonken","startTime":753.09,"endTime":755.73,"body":"penguin"},{"speaker":"Annemie Tonken","startTime":753.09,"endTime":755.73,"body":"scientist, very much"},{"speaker":"Melody MacDonald","startTime":755.76,"endTime":759.54,"body":"he"},{"speaker":"Melody MacDonald","startTime":755.76,"endTime":759.54,"body":"professional, for sure. And"},{"speaker":"Melody MacDonald","startTime":759.57,"endTime":762.93,"body":"there was something in that call"},{"speaker":"Melody MacDonald","startTime":759.57,"endTime":762.93,"body":"that he just couldn't let go."},{"speaker":"Melody MacDonald","startTime":762.93,"endTime":766.8,"body":"And we couldn't get him off the"},{"speaker":"Melody MacDonald","startTime":762.93,"endTime":766.8,"body":"phone to be like, well, we also"},{"speaker":"Melody MacDonald","startTime":766.8,"endTime":771.93,"body":"can't dis credit like we have to"},{"speaker":"Melody MacDonald","startTime":766.8,"endTime":771.93,"body":"believe what they say, within"},{"speaker":"Melody MacDonald","startTime":771.93,"endTime":777.39,"body":"reason. In this call, and so we"},{"speaker":"Melody MacDonald","startTime":771.93,"endTime":777.39,"body":"sent an officer we didn't send."},{"speaker":"Melody MacDonald","startTime":778.23,"endTime":781.56,"body":"We didn't send animal control."},{"speaker":"Melody MacDonald","startTime":778.23,"endTime":781.56,"body":"We just sent the local officer"},{"speaker":"Melody MacDonald","startTime":781.56,"endTime":784.74,"body":"that was down in the area"},{"speaker":"Melody MacDonald","startTime":781.56,"endTime":784.74,"body":"already for Nightcrawler. You"},{"speaker":"Melody MacDonald","startTime":784.74,"endTime":789.75,"body":"know, Brock crawls. And he comes"},{"speaker":"Melody MacDonald","startTime":784.74,"endTime":789.75,"body":"up on the radio very first of"},{"speaker":"Melody MacDonald","startTime":789.75,"endTime":792.87,"body":"all surprised of what we were"},{"speaker":"Melody MacDonald","startTime":789.75,"endTime":792.87,"body":"telling him to respond to. Yeah."},{"speaker":"Melody MacDonald","startTime":793.2,"endTime":798.21,"body":"And then he, he gets on on scene"},{"speaker":"Melody MacDonald","startTime":793.2,"endTime":798.21,"body":"and he reports to us over the"},{"speaker":"Melody MacDonald","startTime":798.21,"endTime":802.83,"body":"radio that he did find the"},{"speaker":"Melody MacDonald","startTime":798.21,"endTime":802.83,"body":"caller. And he did find that the"},{"speaker":"Melody MacDonald","startTime":802.83,"endTime":806.46,"body":"penguin which is Surprise,"},{"speaker":"Melody MacDonald","startTime":802.83,"endTime":806.46,"body":"surprise, a marine bird."},{"speaker":"Melody MacDonald","startTime":807.12,"endTime":812.91,"body":"However, the caller cared so"},{"speaker":"Melody MacDonald","startTime":807.12,"endTime":812.91,"body":"much about this penguin that he"},{"speaker":"Melody MacDonald","startTime":812.91,"endTime":816.24,"body":"had the penguin in his lap"},{"speaker":"Melody MacDonald","startTime":812.91,"endTime":816.24,"body":"crisscross applesauce, petting"},{"speaker":"Melody MacDonald","startTime":816.24,"endTime":821.25,"body":"it. And there's nothing wrong"},{"speaker":"Melody MacDonald","startTime":816.24,"endTime":821.25,"body":"with a bird. It was completely"},{"speaker":"Melody MacDonald","startTime":821.25,"endTime":826.05,"body":"fine. He was just so drunk, but"},{"speaker":"Melody MacDonald","startTime":821.25,"endTime":826.05,"body":"yet a happy drunk. So those are"},{"speaker":"Melody MacDonald","startTime":826.05,"endTime":827.58,"body":"the good 2am calls and"},{"speaker":"Annemie Tonken","startTime":827.58,"endTime":829.41,"body":"then he had to"},{"speaker":"Annemie Tonken","startTime":827.58,"endTime":829.41,"body":"be treated for avian flu."},{"speaker":"Annemie Tonken","startTime":830.37,"endTime":835.32,"body":"Probably Yeah, probably. All"},{"speaker":"Annemie Tonken","startTime":830.37,"endTime":835.32,"body":"right. No, to everyone out"},{"speaker":"Annemie Tonken","startTime":835.32,"endTime":838.83,"body":"there. Do not try this at home."},{"speaker":"Annemie Tonken","startTime":835.32,"endTime":838.83,"body":"We do not need to be hugging"},{"speaker":"Annemie Tonken","startTime":838.86,"endTime":841.29,"body":"marine birds on the beach."},{"speaker":"Annemie Tonken","startTime":838.86,"endTime":841.29,"body":"That's super. And there's"},{"speaker":"Melody MacDonald","startTime":841.29,"endTime":842.7,"body":"no penguins in"},{"speaker":"Melody MacDonald","startTime":841.29,"endTime":842.7,"body":"the"},{"speaker":"Annemie Tonken","startTime":842.73,"endTime":846.09,"body":"right. On the"},{"speaker":"Annemie Tonken","startTime":842.73,"endTime":846.09,"body":"loose. Yes, exactly."},{"speaker":"Melody MacDonald","startTime":846.3,"endTime":847.59,"body":"Unless they're"},{"speaker":"Melody MacDonald","startTime":846.3,"endTime":847.59,"body":"in the zoo. I don't know."},{"speaker":"Annemie Tonken","startTime":847.86,"endTime":851.34,"body":"I mean, oh, my"},{"speaker":"Annemie Tonken","startTime":847.86,"endTime":851.34,"body":"goodness. Yeah. Yeah. So okay,"},{"speaker":"Annemie Tonken","startTime":851.34,"endTime":854.25,"body":"so this is a perfect"},{"speaker":"Annemie Tonken","startTime":851.34,"endTime":854.25,"body":"illustration of the fact that"},{"speaker":"Annemie Tonken","startTime":854.25,"endTime":859.2,"body":"you get people calling in, who"},{"speaker":"Annemie Tonken","startTime":854.25,"endTime":859.2,"body":"are, let's say, as a 911"},{"speaker":"Annemie Tonken","startTime":859.2,"endTime":861.9,"body":"dispatcher, they are your"},{"speaker":"Annemie Tonken","startTime":859.2,"endTime":861.9,"body":"clients, right? Like, these are"},{"speaker":"Annemie Tonken","startTime":861.9,"endTime":865.05,"body":"the people that you your job is"},{"speaker":"Annemie Tonken","startTime":861.9,"endTime":865.05,"body":"to help them in whatever way"},{"speaker":"Annemie Tonken","startTime":865.05,"endTime":869.76,"body":"they need help. And so sometimes"},{"speaker":"Annemie Tonken","startTime":865.05,"endTime":869.76,"body":"those people call in with"},{"speaker":"Annemie Tonken","startTime":869.76,"endTime":873.87,"body":"perfectly reasonable needs,"},{"speaker":"Annemie Tonken","startTime":869.76,"endTime":873.87,"body":"requests, wants, whatever. And"},{"speaker":"Annemie Tonken","startTime":873.87,"endTime":877.11,"body":"then sometimes you get the guy"},{"speaker":"Annemie Tonken","startTime":873.87,"endTime":877.11,"body":"calling about the wounded"},{"speaker":"Annemie Tonken","startTime":877.11,"endTime":881.91,"body":"penguin on the beach. How is it"},{"speaker":"Annemie Tonken","startTime":877.11,"endTime":881.91,"body":"that you have learned over the"},{"speaker":"Annemie Tonken","startTime":881.91,"endTime":885.21,"body":"years that like, both of those,"},{"speaker":"Annemie Tonken","startTime":881.91,"endTime":885.21,"body":"you know, there are humans on"},{"speaker":"Annemie Tonken","startTime":885.21,"endTime":889.8,"body":"the other side? We have to sort"},{"speaker":"Annemie Tonken","startTime":885.21,"endTime":889.8,"body":"of take that into account. And"},{"speaker":"Annemie Tonken","startTime":889.8,"endTime":894.15,"body":"yet, like our own human selves,"},{"speaker":"Annemie Tonken","startTime":889.8,"endTime":894.15,"body":"or you know, inner eye roll,"},{"speaker":"Annemie Tonken","startTime":894.15,"endTime":897.6,"body":"whatever, how has that"},{"speaker":"Annemie Tonken","startTime":894.15,"endTime":897.6,"body":"translated into your work as a"},{"speaker":"Annemie Tonken","startTime":897.6,"endTime":899.97,"body":"photographer? Yeah, I"},{"speaker":"Melody MacDonald","startTime":900.0,"endTime":903.21,"body":"I think one of"},{"speaker":"Melody MacDonald","startTime":900.0,"endTime":903.21,"body":"the things that you naturally"},{"speaker":"Melody MacDonald","startTime":903.24,"endTime":906.03,"body":"you might not have that skill?"},{"speaker":"Melody MacDonald","startTime":903.24,"endTime":906.03,"body":"Well, there's a couple things"},{"speaker":"Melody MacDonald","startTime":906.03,"endTime":908.73,"body":"being an empath, I think is a"},{"speaker":"Melody MacDonald","startTime":906.03,"endTime":908.73,"body":"really great thing to have"},{"speaker":"Melody MacDonald","startTime":908.73,"endTime":911.28,"body":"naturally. But you don't have to"},{"speaker":"Melody MacDonald","startTime":908.73,"endTime":911.28,"body":"have that you can build that."},{"speaker":"Melody MacDonald","startTime":911.28,"endTime":914.76,"body":"Right. So having that number one"},{"speaker":"Melody MacDonald","startTime":911.28,"endTime":914.76,"body":"being knowing that it's"},{"speaker":"Melody MacDonald","startTime":914.76,"endTime":919.41,"body":"somebody's worst day, on the"},{"speaker":"Melody MacDonald","startTime":914.76,"endTime":919.41,"body":"other line, whatever the"},{"speaker":"Melody MacDonald","startTime":919.41,"endTime":921.78,"body":"situation is, whether they got"},{"speaker":"Melody MacDonald","startTime":919.41,"endTime":921.78,"body":"their car broken into the night"},{"speaker":"Melody MacDonald","startTime":921.78,"endTime":923.64,"body":"before, and all their"},{"speaker":"Melody MacDonald","startTime":921.78,"endTime":923.64,"body":"photography, guitar gear has"},{"speaker":"Melody MacDonald","startTime":923.64,"endTime":925.92,"body":"been stolen, but they're calling"},{"speaker":"Melody MacDonald","startTime":923.64,"endTime":925.92,"body":"the next morning, right. So"},{"speaker":"Melody MacDonald","startTime":925.92,"endTime":930.3,"body":"there isn't any threat to the"},{"speaker":"Melody MacDonald","startTime":925.92,"endTime":930.3,"body":"person, it was just property, or"},{"speaker":"Melody MacDonald","startTime":930.3,"endTime":933.84,"body":"the actual real emergency,"},{"speaker":"Melody MacDonald","startTime":930.3,"endTime":933.84,"body":"right? So you have kind of this,"},{"speaker":"Melody MacDonald","startTime":933.87,"endTime":937.62,"body":"every call that you pick up, you"},{"speaker":"Melody MacDonald","startTime":933.87,"endTime":937.62,"body":"have to do a reset yourself"},{"speaker":"Melody MacDonald","startTime":937.62,"endTime":941.82,"body":"internally. And you have to do"},{"speaker":"Melody MacDonald","startTime":937.62,"endTime":941.82,"body":"that very quickly. Like I could"},{"speaker":"Melody MacDonald","startTime":941.82,"endTime":946.38,"body":"actually be on the phone with a"},{"speaker":"Melody MacDonald","startTime":941.82,"endTime":946.38,"body":"very critical medical emergency."},{"speaker":"Melody MacDonald","startTime":946.77,"endTime":948.87,"body":"And I have to hang up the phone"},{"speaker":"Melody MacDonald","startTime":946.77,"endTime":948.87,"body":"and the phones are still"},{"speaker":"Melody MacDonald","startTime":948.87,"endTime":952.5,"body":"ringing. And within one second,"},{"speaker":"Melody MacDonald","startTime":948.87,"endTime":952.5,"body":"I'm picking up the next call."},{"speaker":"Melody MacDonald","startTime":952.5,"endTime":955.5,"body":"And it's someone completely"},{"speaker":"Melody MacDonald","startTime":952.5,"endTime":955.5,"body":"frantic again. But this time,"},{"speaker":"Melody MacDonald","startTime":955.53,"endTime":958.26,"body":"it's the property here, the"},{"speaker":"Melody MacDonald","startTime":955.53,"endTime":958.26,"body":"property that was stolen the"},{"speaker":"Melody MacDonald","startTime":958.26,"endTime":960.9,"body":"night before, but it's but"},{"speaker":"Melody MacDonald","startTime":958.26,"endTime":960.9,"body":"they're both their worlds are"},{"speaker":"Melody MacDonald","startTime":960.9,"endTime":965.25,"body":"very, very life changing for"},{"speaker":"Melody MacDonald","startTime":960.9,"endTime":965.25,"body":"both of them. Yeah, shaking is a"},{"speaker":"Melody MacDonald","startTime":965.25,"endTime":970.17,"body":"good word. So for me, there's no"},{"speaker":"Melody MacDonald","startTime":965.25,"endTime":970.17,"body":"judgment, from the first call to"},{"speaker":"Melody MacDonald","startTime":970.17,"endTime":974.52,"body":"the second call that you so you"},{"speaker":"Melody MacDonald","startTime":970.17,"endTime":974.52,"body":"have to do this reset. And in"},{"speaker":"Melody MacDonald","startTime":974.52,"endTime":977.64,"body":"the reset, you're resetting your"},{"speaker":"Melody MacDonald","startTime":974.52,"endTime":977.64,"body":"heart, you're resetting, well,"},{"speaker":"Melody MacDonald","startTime":977.64,"endTime":979.08,"body":"you're probably actually"},{"speaker":"Melody MacDonald","startTime":977.64,"endTime":979.08,"body":"protecting your heart all the"},{"speaker":"Melody MacDonald","startTime":979.08,"endTime":982.5,"body":"time, but you're resetting your"},{"speaker":"Melody MacDonald","startTime":979.08,"endTime":982.5,"body":"mind, you're not carrying over"},{"speaker":"Melody MacDonald","startTime":982.5,"endTime":986.28,"body":"any frustration or sadness from"},{"speaker":"Melody MacDonald","startTime":982.5,"endTime":986.28,"body":"the prior call into the next"},{"speaker":"Melody MacDonald","startTime":986.28,"endTime":993.36,"body":"call. All that to say is, the"},{"speaker":"Melody MacDonald","startTime":986.28,"endTime":993.36,"body":"best way that I can do that job"},{"speaker":"Melody MacDonald","startTime":993.39,"endTime":996.72,"body":"and has transcended into my"},{"speaker":"Melody MacDonald","startTime":993.39,"endTime":996.72,"body":"photography career is being"},{"speaker":"Melody MacDonald","startTime":996.72,"endTime":1001.85,"body":"direct and being kind with every"},{"speaker":"Melody MacDonald","startTime":996.72,"endTime":1001.85,"body":"interaction. Being direct is"},{"speaker":"Melody MacDonald","startTime":1001.85,"endTime":1006.38,"body":"probably one of the top three"},{"speaker":"Melody MacDonald","startTime":1001.85,"endTime":1006.38,"body":"things, maybe four things that"},{"speaker":"Melody MacDonald","startTime":1006.38,"endTime":1011.96,"body":"really I have noticed, in"},{"speaker":"Melody MacDonald","startTime":1006.38,"endTime":1011.96,"body":"talking with clients is the best"},{"speaker":"Melody MacDonald","startTime":1011.96,"endTime":1017.03,"body":"way to work with clients and"},{"speaker":"Melody MacDonald","startTime":1011.96,"endTime":1017.03,"body":"work with the public in 911 is"},{"speaker":"Melody MacDonald","startTime":1017.06,"endTime":1021.83,"body":"the direct in obviously, in 911."},{"speaker":"Melody MacDonald","startTime":1017.06,"endTime":1021.83,"body":"We don't have time to go back"},{"speaker":"Melody MacDonald","startTime":1021.83,"endTime":1025.52,"body":"and forth, right, we have to be"},{"speaker":"Melody MacDonald","startTime":1021.83,"endTime":1025.52,"body":"direct, I can tell you, I'll ask"},{"speaker":"Melody MacDonald","startTime":1025.52,"endTime":1029.57,"body":"you a question. I'm going to ask"},{"speaker":"Melody MacDonald","startTime":1025.52,"endTime":1029.57,"body":"you this question. And it has"},{"speaker":"Melody MacDonald","startTime":1029.69,"endTime":1032.24,"body":"what I want to know is your"},{"speaker":"Melody MacDonald","startTime":1029.69,"endTime":1032.24,"body":"address, right? Where am I going"},{"speaker":"Melody MacDonald","startTime":1032.24,"endTime":1035.36,"body":"to send the emergency? Right? So"},{"speaker":"Melody MacDonald","startTime":1032.24,"endTime":1035.36,"body":"I'm going to ask you, what is"},{"speaker":"Melody MacDonald","startTime":1035.36,"endTime":1038.66,"body":"the address of your emergency?"},{"speaker":"Melody MacDonald","startTime":1035.36,"endTime":1038.66,"body":"And what and you would say, your"},{"speaker":"Melody MacDonald","startTime":1038.66,"endTime":1042.56,"body":"address, or what would you say"},{"speaker":"Melody MacDonald","startTime":1038.66,"endTime":1042.56,"body":"next? I would think you would"},{"speaker":"Melody MacDonald","startTime":1042.56,"endTime":1043.28,"body":"say your address?"},{"speaker":"Annemie Tonken","startTime":1043.369,"endTime":1044.329,"body":"Yeah, right."},{"speaker":"Melody MacDonald","startTime":1045.92,"endTime":1047.78,"body":"But what if I"},{"speaker":"Melody MacDonald","startTime":1045.92,"endTime":1047.78,"body":"asked you that same question,"},{"speaker":"Melody MacDonald","startTime":1047.78,"endTime":1049.52,"body":"and I said, Can you tell me your"},{"speaker":"Melody MacDonald","startTime":1047.78,"endTime":1049.52,"body":"address?"},{"speaker":"Annemie Tonken","startTime":1050.39,"endTime":1053.21,"body":"Then the answer"},{"speaker":"Annemie Tonken","startTime":1050.39,"endTime":1053.21,"body":"is yes. Exactly. Right."},{"speaker":"Melody MacDonald","startTime":1053.24,"endTime":1056.06,"body":"You get it"},{"speaker":"Melody MacDonald","startTime":1053.24,"endTime":1056.06,"body":"right. I wasn't being direct. I"},{"speaker":"Melody MacDonald","startTime":1056.06,"endTime":1059.24,"body":"felt like it was a direct"},{"speaker":"Melody MacDonald","startTime":1056.06,"endTime":1059.24,"body":"question. Right. However, I what"},{"speaker":"Melody MacDonald","startTime":1059.24,"endTime":1063.77,"body":"I asked you gave me which is not"},{"speaker":"Melody MacDonald","startTime":1059.24,"endTime":1063.77,"body":"what I needed, right? So in the"},{"speaker":"Melody MacDonald","startTime":1063.83,"endTime":1068.48,"body":"in my years of 911, we have"},{"speaker":"Melody MacDonald","startTime":1063.83,"endTime":1068.48,"body":"learned that you really cannot"},{"speaker":"Melody MacDonald","startTime":1069.2,"endTime":1075.05,"body":"waste those precious questions"},{"speaker":"Melody MacDonald","startTime":1069.2,"endTime":1075.05,"body":"or question precious seconds"},{"speaker":"Melody MacDonald","startTime":1075.05,"endTime":1080.21,"body":"with questions that are not"},{"speaker":"Melody MacDonald","startTime":1075.05,"endTime":1080.21,"body":"direct. So that is, and it's"},{"speaker":"Melody MacDonald","startTime":1080.24,"endTime":1083.84,"body":"you. We do it hundreds of times"},{"speaker":"Melody MacDonald","startTime":1080.24,"endTime":1083.84,"body":"a day. So when you do that for"},{"speaker":"Melody MacDonald","startTime":1083.84,"endTime":1087.83,"body":"years, and years and years and"},{"speaker":"Melody MacDonald","startTime":1083.84,"endTime":1087.83,"body":"years, you now know that I'm"},{"speaker":"Melody MacDonald","startTime":1087.83,"endTime":1091.49,"body":"going to ask you something very"},{"speaker":"Melody MacDonald","startTime":1087.83,"endTime":1091.49,"body":"direct. And as it transcends,"},{"speaker":"Melody MacDonald","startTime":1091.49,"endTime":1093.77,"body":"sorry, this was a really long"},{"speaker":"Melody MacDonald","startTime":1091.49,"endTime":1093.77,"body":"response. But as it transcends"},{"speaker":"Melody MacDonald","startTime":1093.77,"endTime":1097.82,"body":"into clients and photography,"},{"speaker":"Melody MacDonald","startTime":1093.77,"endTime":1097.82,"body":"it's asking very specific"},{"speaker":"Melody MacDonald","startTime":1097.82,"endTime":1101.93,"body":"questions, but very kind and"},{"speaker":"Melody MacDonald","startTime":1097.82,"endTime":1101.93,"body":"they become a natural. They"},{"speaker":"Melody MacDonald","startTime":1101.93,"endTime":1105.53,"body":"don't become like, what, how am"},{"speaker":"Melody MacDonald","startTime":1101.93,"endTime":1105.53,"body":"I going to ask this question? It"},{"speaker":"Melody MacDonald","startTime":1105.53,"endTime":1108.29,"body":"just is, it's just natural. So"},{"speaker":"Annemie Tonken","startTime":1108.59,"endTime":1113.84,"body":"I am guessing"},{"speaker":"Annemie Tonken","startTime":1108.59,"endTime":1113.84,"body":"that you do not shy away as some"},{"speaker":"Annemie Tonken","startTime":1113.84,"endTime":1117.08,"body":"photographers do from getting on"},{"speaker":"Annemie Tonken","startTime":1113.84,"endTime":1117.08,"body":"the phone with prospective"},{"speaker":"Annemie Tonken","startTime":1117.08,"endTime":1119.12,"body":"clients. Is that a fair"},{"speaker":"Annemie Tonken","startTime":1117.08,"endTime":1119.12,"body":"statement?"},{"speaker":"Melody MacDonald","startTime":1119.69,"endTime":1121.88,"body":"That'd be a"},{"speaker":"Melody MacDonald","startTime":1119.69,"endTime":1121.88,"body":"very fair statement. Yes. I love"},{"speaker":"Melody MacDonald","startTime":1121.88,"endTime":1123.44,"body":"talking on the phone. Yeah, so"},{"speaker":"Annemie Tonken","startTime":1123.44,"endTime":1125.75,"body":"I so I hear and"},{"speaker":"Annemie Tonken","startTime":1123.44,"endTime":1125.75,"body":"I love that about you. Can you"},{"speaker":"Annemie Tonken","startTime":1125.75,"endTime":1128.3,"body":"give us some examples? Because I"},{"speaker":"Annemie Tonken","startTime":1125.75,"endTime":1128.3,"body":"can certainly understand where"},{"speaker":"Annemie Tonken","startTime":1128.3,"endTime":1131.66,"body":"that comes into play. When it"},{"speaker":"Annemie Tonken","startTime":1128.3,"endTime":1131.66,"body":"comes to like, I need your"},{"speaker":"Annemie Tonken","startTime":1131.66,"endTime":1133.94,"body":"address, I need to know exactly"},{"speaker":"Annemie Tonken","startTime":1131.66,"endTime":1133.94,"body":"what's going on. We're not going"},{"speaker":"Annemie Tonken","startTime":1133.94,"endTime":1137.33,"body":"to sit here and chitchat about"},{"speaker":"Annemie Tonken","startTime":1133.94,"endTime":1137.33,"body":"like the weather. But there's"},{"speaker":"Annemie Tonken","startTime":1137.33,"endTime":1141.29,"body":"also kind of this social"},{"speaker":"Annemie Tonken","startTime":1137.33,"endTime":1141.29,"body":"normative politeness factor when"},{"speaker":"Annemie Tonken","startTime":1141.29,"endTime":1144.29,"body":"you're having a phone call with"},{"speaker":"Annemie Tonken","startTime":1141.29,"endTime":1144.29,"body":"a prospective client who is not"},{"speaker":"Annemie Tonken","startTime":1144.29,"endTime":1148.55,"body":"in an emergent situation. So"},{"speaker":"Annemie Tonken","startTime":1144.29,"endTime":1148.55,"body":"give me some examples of how the"},{"speaker":"Annemie Tonken","startTime":1148.55,"endTime":1152.12,"body":"directness factor still plays in"},{"speaker":"Annemie Tonken","startTime":1148.55,"endTime":1152.12,"body":"when you're having a call with"},{"speaker":"Annemie Tonken","startTime":1152.12,"endTime":1154.85,"body":"someone who, let's say wants to"},{"speaker":"Annemie Tonken","startTime":1152.12,"endTime":1154.85,"body":"hire you to take photos."},{"speaker":"Melody MacDonald","startTime":1155.39,"endTime":1158.18,"body":"Yeah, well,"},{"speaker":"Melody MacDonald","startTime":1155.39,"endTime":1158.18,"body":"first of all, you look all the"},{"speaker":"Melody MacDonald","startTime":1158.18,"endTime":1160.64,"body":"podcasts I've listened with you"},{"speaker":"Melody MacDonald","startTime":1158.18,"endTime":1160.64,"body":"and the classes that I've taken"},{"speaker":"Melody MacDonald","startTime":1160.64,"endTime":1163.73,"body":"from you, you're hitting the"},{"speaker":"Melody MacDonald","startTime":1160.64,"endTime":1163.73,"body":"nail on the head with pick up"},{"speaker":"Melody MacDonald","startTime":1163.73,"endTime":1166.52,"body":"the phone and make a phone call."},{"speaker":"Melody MacDonald","startTime":1163.73,"endTime":1166.52,"body":"Yeah, because I want to be"},{"speaker":"Melody MacDonald","startTime":1166.52,"endTime":1169.19,"body":"sensitive to the our younger"},{"speaker":"Melody MacDonald","startTime":1166.52,"endTime":1169.19,"body":"generation. Yeah, because"},{"speaker":"Melody MacDonald","startTime":1169.4,"endTime":1172.34,"body":"they've only known modern,"},{"speaker":"Melody MacDonald","startTime":1169.4,"endTime":1172.34,"body":"they've only unknown"},{"speaker":"Melody MacDonald","startTime":1172.34,"endTime":1177.02,"body":"smartphones. I'm guessing you"},{"speaker":"Melody MacDonald","startTime":1172.34,"endTime":1177.02,"body":"and I both knew landlines and"},{"speaker":"Melody MacDonald","startTime":1177.02,"endTime":1179.69,"body":"your rotary phones. That's such"},{"speaker":"Melody MacDonald","startTime":1177.02,"endTime":1179.69,"body":"a good perspective for me to"},{"speaker":"Melody MacDonald","startTime":1179.69,"endTime":1183.68,"body":"remind myself because it for me"},{"speaker":"Melody MacDonald","startTime":1179.69,"endTime":1183.68,"body":"talking on the phone is just the"},{"speaker":"Melody MacDonald","startTime":1183.68,"endTime":1190.07,"body":"right it just feels the the best"},{"speaker":"Melody MacDonald","startTime":1183.68,"endTime":1190.07,"body":"way to cut through any perceived"},{"speaker":"Melody MacDonald","startTime":1190.07,"endTime":1194.36,"body":"inflection and tone and that you"},{"speaker":"Melody MacDonald","startTime":1190.07,"endTime":1194.36,"body":"might read in a text or in an"},{"speaker":"Melody MacDonald","startTime":1194.36,"endTime":1198.11,"body":"email. So I probably will start"},{"speaker":"Melody MacDonald","startTime":1194.36,"endTime":1198.11,"body":"off with a text usually it's a"},{"speaker":"Melody MacDonald","startTime":1198.11,"endTime":1201.23,"body":"referral that texts me and I'll"},{"speaker":"Melody MacDonald","startTime":1198.11,"endTime":1201.23,"body":"say, do you have five minutes"},{"speaker":"Melody MacDonald","startTime":1201.23,"endTime":1203.9,"body":"for a phone call and or I'll"},{"speaker":"Melody MacDonald","startTime":1201.23,"endTime":1203.9,"body":"actually sometimes not even tell"},{"speaker":"Melody MacDonald","startTime":1203.9,"endTime":1206.84,"body":"them, I'll just dial and I'll"},{"speaker":"Melody MacDonald","startTime":1203.9,"endTime":1206.84,"body":"call again, just cut being"},{"speaker":"Melody MacDonald","startTime":1206.84,"endTime":1210.32,"body":"direct and cutting right to it"},{"speaker":"Melody MacDonald","startTime":1206.84,"endTime":1210.32,"body":"so that they can hear me. And"},{"speaker":"Melody MacDonald","startTime":1210.32,"endTime":1215.69,"body":"you can hear me right now of my"},{"speaker":"Melody MacDonald","startTime":1210.32,"endTime":1215.69,"body":"tone and my vibe, as I can with"},{"speaker":"Melody MacDonald","startTime":1215.69,"endTime":1218.33,"body":"you. And I can't pick that up"},{"speaker":"Melody MacDonald","startTime":1215.69,"endTime":1218.33,"body":"through a text, because I'm"},{"speaker":"Melody MacDonald","startTime":1218.33,"endTime":1221.87,"body":"inserting my own tone about you."},{"speaker":"Melody MacDonald","startTime":1218.33,"endTime":1221.87,"body":"So the first part is just"},{"speaker":"Melody MacDonald","startTime":1221.87,"endTime":1224.87,"body":"getting on the phone. It might"},{"speaker":"Melody MacDonald","startTime":1221.87,"endTime":1224.87,"body":"sound scary. I've what I've"},{"speaker":"Melody MacDonald","startTime":1224.87,"endTime":1229.82,"body":"heard from podcasts and DMS and"},{"speaker":"Melody MacDonald","startTime":1224.87,"endTime":1229.82,"body":"groups is that it gets a little"},{"speaker":"Melody MacDonald","startTime":1229.82,"endTime":1232.43,"body":"intimidating, because they're"},{"speaker":"Melody MacDonald","startTime":1229.82,"endTime":1232.43,"body":"worried about what the client"},{"speaker":"Melody MacDonald","startTime":1232.43,"endTime":1235.28,"body":"might say on the other end. But"},{"speaker":"Melody MacDonald","startTime":1232.43,"endTime":1235.28,"body":"I'm here to reassure you that it"},{"speaker":"Melody MacDonald","startTime":1235.28,"endTime":1238.97,"body":"really is like talking to a"},{"speaker":"Melody MacDonald","startTime":1235.28,"endTime":1238.97,"body":"friend, even as a client, and"},{"speaker":"Melody MacDonald","startTime":1238.97,"endTime":1242.21,"body":"maybe a brand new client. If you"},{"speaker":"Melody MacDonald","startTime":1238.97,"endTime":1242.21,"body":"take it from that direct and"},{"speaker":"Melody MacDonald","startTime":1242.21,"endTime":1245.21,"body":"that kindness approach of who"},{"speaker":"Melody MacDonald","startTime":1242.21,"endTime":1245.21,"body":"you are, then the conversation"},{"speaker":"Melody MacDonald","startTime":1245.21,"endTime":1248.15,"body":"will end up flowing naturally."},{"speaker":"Melody MacDonald","startTime":1245.21,"endTime":1248.15,"body":"Think of it like a transaction"},{"speaker":"Melody MacDonald","startTime":1248.18,"endTime":1251.75,"body":"at in the grocery line. You're"},{"speaker":"Melody MacDonald","startTime":1248.18,"endTime":1251.75,"body":"talking with the person who's"},{"speaker":"Melody MacDonald","startTime":1251.75,"endTime":1255.62,"body":"beeping every piece of your,"},{"speaker":"Melody MacDonald","startTime":1251.75,"endTime":1255.62,"body":"your shopping cart through"},{"speaker":"Melody MacDonald","startTime":1255.62,"endTime":1257.48,"body":"right. And I forgot the question"},{"speaker":"Melody MacDonald","startTime":1255.62,"endTime":1257.48,"body":"that you asked me."},{"speaker":"Annemie Tonken","startTime":1258.14,"endTime":1261.44,"body":"Oh, just how"},{"speaker":"Annemie Tonken","startTime":1258.14,"endTime":1261.44,"body":"that then. So how you wouldn't"},{"speaker":"Annemie Tonken","startTime":1261.44,"endTime":1263.78,"body":"just get on the phone with"},{"speaker":"Annemie Tonken","startTime":1261.44,"endTime":1263.78,"body":"somebody and be like, Hi, what's"},{"speaker":"Annemie Tonken","startTime":1263.78,"endTime":1266.09,"body":"your name? What's your budget?"},{"speaker":"Annemie Tonken","startTime":1263.78,"endTime":1266.09,"body":"You know, there's obviously"},{"speaker":"Annemie Tonken","startTime":1266.09,"endTime":1269.27,"body":"going to be a little bit more to"},{"speaker":"Annemie Tonken","startTime":1266.09,"endTime":1269.27,"body":"it than that. So but what are"},{"speaker":"Annemie Tonken","startTime":1269.27,"endTime":1270.92,"body":"the points that do carry over?"},{"speaker":"Melody MacDonald","startTime":1272.57,"endTime":1274.49,"body":"The first"},{"speaker":"Melody MacDonald","startTime":1272.57,"endTime":1274.49,"body":"start is like active listening."},{"speaker":"Melody MacDonald","startTime":1274.61,"endTime":1278.0,"body":"This is when I put my detective"},{"speaker":"Melody MacDonald","startTime":1274.61,"endTime":1278.0,"body":"hat on. Because then you can"},{"speaker":"Melody MacDonald","startTime":1278.0,"endTime":1281.27,"body":"start really listening and"},{"speaker":"Melody MacDonald","startTime":1278.0,"endTime":1281.27,"body":"hearing what the client actually"},{"speaker":"Melody MacDonald","startTime":1281.27,"endTime":1284.15,"body":"is needing and you can kind of"},{"speaker":"Melody MacDonald","startTime":1281.27,"endTime":1284.15,"body":"if you're listening for that,"},{"speaker":"Melody MacDonald","startTime":1284.15,"endTime":1288.65,"body":"well, let me pause really"},{"speaker":"Melody MacDonald","startTime":1284.15,"endTime":1288.65,"body":"quickly. I think I'm talking"},{"speaker":"Melody MacDonald","startTime":1288.65,"endTime":1292.31,"body":"about we can talk about two"},{"speaker":"Melody MacDonald","startTime":1288.65,"endTime":1292.31,"body":"things in client relationships."},{"speaker":"Melody MacDonald","startTime":1292.34,"endTime":1297.89,"body":"One is booking a client, which I"},{"speaker":"Melody MacDonald","startTime":1292.34,"endTime":1297.89,"body":"think is much more safe waters,"},{"speaker":"Melody MacDonald","startTime":1297.92,"endTime":1302.36,"body":"right. Nobody is upset, nobody's"},{"speaker":"Melody MacDonald","startTime":1297.92,"endTime":1302.36,"body":"expectations have not been met."},{"speaker":"Melody MacDonald","startTime":1302.36,"endTime":1304.7,"body":"We're just kind of building a"},{"speaker":"Melody MacDonald","startTime":1302.36,"endTime":1304.7,"body":"relationship. Right? So there's"},{"speaker":"Melody MacDonald","startTime":1304.73,"endTime":1307.94,"body":"that one, I think most of us"},{"speaker":"Melody MacDonald","startTime":1304.73,"endTime":1307.94,"body":"could nail as long as we're"},{"speaker":"Melody MacDonald","startTime":1307.94,"endTime":1310.67,"body":"getting on the phone or"},{"speaker":"Melody MacDonald","startTime":1307.94,"endTime":1310.67,"body":"whatever. And then the second"},{"speaker":"Melody MacDonald","startTime":1310.67,"endTime":1313.37,"body":"part are the are difficult"},{"speaker":"Melody MacDonald","startTime":1310.67,"endTime":1313.37,"body":"clients. There's an issue."},{"speaker":"Melody MacDonald","startTime":1314.42,"endTime":1317.39,"body":"There's an issue with the"},{"speaker":"Melody MacDonald","startTime":1314.42,"endTime":1317.39,"body":"gallery there was an issue with"},{"speaker":"Melody MacDonald","startTime":1317.39,"endTime":1321.41,"body":"I needed to reschedule there's 5"},{"speaker":"Melody MacDonald","startTime":1317.39,"endTime":1321.41,"body":"million weather right, like all"},{"speaker":"Melody MacDonald","startTime":1321.41,"endTime":1325.79,"body":"the things that I've been"},{"speaker":"Melody MacDonald","startTime":1321.41,"endTime":1325.79,"body":"hearing through these groups,"},{"speaker":"Melody MacDonald","startTime":1326.27,"endTime":1329.12,"body":"and I would think that we could"},{"speaker":"Melody MacDonald","startTime":1326.27,"endTime":1329.12,"body":"speak more probably, I could"},{"speaker":"Melody MacDonald","startTime":1329.12,"endTime":1333.53,"body":"speak more from 911 perspective"},{"speaker":"Melody MacDonald","startTime":1329.12,"endTime":1333.53,"body":"to the difficult client because"},{"speaker":"Melody MacDonald","startTime":1333.56,"endTime":1338.48,"body":"yeah, because in, in active"},{"speaker":"Melody MacDonald","startTime":1333.56,"endTime":1338.48,"body":"listening, you're gonna they're,"},{"speaker":"Melody MacDonald","startTime":1338.51,"endTime":1342.17,"body":"they're upset. So first of all,"},{"speaker":"Melody MacDonald","startTime":1338.51,"endTime":1342.17,"body":"always get on the phone with a"},{"speaker":"Melody MacDonald","startTime":1342.17,"endTime":1345.86,"body":"caller who has expressed some"},{"speaker":"Melody MacDonald","startTime":1342.17,"endTime":1345.86,"body":"concern about something, if this"},{"speaker":"Melody MacDonald","startTime":1345.86,"endTime":1349.25,"body":"is a need to reschedule, or they"},{"speaker":"Melody MacDonald","startTime":1345.86,"endTime":1349.25,"body":"didn't like your editing style,"},{"speaker":"Melody MacDonald","startTime":1349.28,"endTime":1351.14,"body":"that means there's an"},{"speaker":"Melody MacDonald","startTime":1349.28,"endTime":1351.14,"body":"expectation that wasn't met,"},{"speaker":"Melody MacDonald","startTime":1351.14,"endTime":1354.32,"body":"right? Then the other part of"},{"speaker":"Melody MacDonald","startTime":1351.14,"endTime":1354.32,"body":"them are the other issues, I"},{"speaker":"Melody MacDonald","startTime":1354.56,"endTime":1358.04,"body":"feel like I've seen are weather"},{"speaker":"Melody MacDonald","startTime":1354.56,"endTime":1358.04,"body":"related or canceling, whether"},{"speaker":"Melody MacDonald","startTime":1358.04,"endTime":1360.59,"body":"that's the client, or the"},{"speaker":"Melody MacDonald","startTime":1358.04,"endTime":1360.59,"body":"photographer, I'm sure there's"},{"speaker":"Melody MacDonald","startTime":1360.59,"endTime":1362.6,"body":"more, but those are just kind of"},{"speaker":"Melody MacDonald","startTime":1360.59,"endTime":1362.6,"body":"the ones that kind of pain"},{"speaker":"Melody MacDonald","startTime":1362.6,"endTime":1365.6,"body":"points, right? You have to"},{"speaker":"Melody MacDonald","startTime":1362.6,"endTime":1365.6,"body":"communicate with your client and"},{"speaker":"Melody MacDonald","startTime":1365.66,"endTime":1370.31,"body":"and find a neutral ground that"},{"speaker":"Melody MacDonald","startTime":1365.66,"endTime":1370.31,"body":"you both can agree upon. So in"},{"speaker":"Melody MacDonald","startTime":1370.31,"endTime":1373.34,"body":"that world, I would say number"},{"speaker":"Melody MacDonald","startTime":1370.31,"endTime":1373.34,"body":"one, get on the phone and"},{"speaker":"Melody MacDonald","startTime":1373.34,"endTime":1377.84,"body":"listen, actively listen. And"},{"speaker":"Melody MacDonald","startTime":1373.34,"endTime":1377.84,"body":"this is the point where you can"},{"speaker":"Melody MacDonald","startTime":1377.84,"endTime":1381.23,"body":"be a detective, they could be"},{"speaker":"Melody MacDonald","startTime":1377.84,"endTime":1381.23,"body":"screaming, they could be crying,"},{"speaker":"Melody MacDonald","startTime":1381.23,"endTime":1387.05,"body":"they could be angry, there's a"},{"speaker":"Melody MacDonald","startTime":1381.23,"endTime":1387.05,"body":"lot of emotions when a client is"},{"speaker":"Melody MacDonald","startTime":1387.05,"endTime":1390.98,"body":"upset, right. And so the first"},{"speaker":"Melody MacDonald","startTime":1387.05,"endTime":1390.98,"body":"thing when you're listening is"},{"speaker":"Melody MacDonald","startTime":1390.98,"endTime":1394.55,"body":"not preparing the response is"},{"speaker":"Melody MacDonald","startTime":1390.98,"endTime":1394.55,"body":"just listening, listening and"},{"speaker":"Melody MacDonald","startTime":1394.55,"endTime":1398.72,"body":"affirming what they are going"},{"speaker":"Melody MacDonald","startTime":1394.55,"endTime":1398.72,"body":"through doesn't mean that you"},{"speaker":"Melody MacDonald","startTime":1398.72,"endTime":1402.29,"body":"agree with everything. But when"},{"speaker":"Melody MacDonald","startTime":1398.72,"endTime":1402.29,"body":"you affirm their truth, they're"},{"speaker":"Melody MacDonald","startTime":1402.29,"endTime":1406.43,"body":"feeling that they're being"},{"speaker":"Melody MacDonald","startTime":1402.29,"endTime":1406.43,"body":"heard. So that is the first"},{"speaker":"Melody MacDonald","startTime":1406.43,"endTime":1409.37,"body":"probably most critical is"},{"speaker":"Melody MacDonald","startTime":1406.43,"endTime":1409.37,"body":"listening and affirming their"},{"speaker":"Melody MacDonald","startTime":1409.37,"endTime":1413.93,"body":"truth. Second would be trying to"},{"speaker":"Melody MacDonald","startTime":1409.37,"endTime":1413.93,"body":"be a detective and figuring out"},{"speaker":"Melody MacDonald","startTime":1414.17,"endTime":1418.4,"body":"what the problem actually is."},{"speaker":"Melody MacDonald","startTime":1414.17,"endTime":1418.4,"body":"They could and yelling about"},{"speaker":"Melody MacDonald","startTime":1419.3,"endTime":1424.16,"body":"your editing style, right? And,"},{"speaker":"Melody MacDonald","startTime":1419.3,"endTime":1424.16,"body":"but they're saying so many other"},{"speaker":"Melody MacDonald","startTime":1424.16,"endTime":1428.9,"body":"words, that you might even hear"},{"speaker":"Melody MacDonald","startTime":1424.16,"endTime":1428.9,"body":"a lot of you you did this, you"},{"speaker":"Melody MacDonald","startTime":1428.9,"endTime":1431.69,"body":"did that I didn't know a lot,"},{"speaker":"Melody MacDonald","startTime":1428.9,"endTime":1431.69,"body":"right? So you're hearing these"},{"speaker":"Melody MacDonald","startTime":1431.69,"endTime":1434.66,"body":"attacking words, if you can just"},{"speaker":"Melody MacDonald","startTime":1431.69,"endTime":1434.66,"body":"keep like bouncing those"},{"speaker":"Melody MacDonald","startTime":1434.66,"endTime":1437.03,"body":"shooting every one of those"},{"speaker":"Melody MacDonald","startTime":1434.66,"endTime":1437.03,"body":"personal things to the side"},{"speaker":"Melody MacDonald","startTime":1437.03,"endTime":1440.78,"body":"while you're listening. And you"},{"speaker":"Melody MacDonald","startTime":1437.03,"endTime":1440.78,"body":"focus on the editing style, then"},{"speaker":"Melody MacDonald","startTime":1440.96,"endTime":1444.32,"body":"you affirm their truth, and then"},{"speaker":"Melody MacDonald","startTime":1440.96,"endTime":1444.32,"body":"you can go okay, what I've heard"},{"speaker":"Melody MacDonald","startTime":1444.62,"endTime":1448.1,"body":"is that there's an issue with"},{"speaker":"Melody MacDonald","startTime":1444.62,"endTime":1448.1,"body":"the editing style, and let go of"},{"speaker":"Melody MacDonald","startTime":1448.13,"endTime":1451.61,"body":"all the personal stuff. Yeah."},{"speaker":"Melody MacDonald","startTime":1448.13,"endTime":1451.61,"body":"And that kind of breaks through"},{"speaker":"Melody MacDonald","startTime":1451.61,"endTime":1455.09,"body":"the barrier of they've been"},{"speaker":"Melody MacDonald","startTime":1451.61,"endTime":1455.09,"body":"heard and now they've now"},{"speaker":"Melody MacDonald","startTime":1455.09,"endTime":1457.55,"body":"they've been validated that"},{"speaker":"Melody MacDonald","startTime":1455.09,"endTime":1457.55,"body":"we've picked up on the actual"},{"speaker":"Melody MacDonald","startTime":1457.55,"endTime":1460.67,"body":"issue, and then you can address"},{"speaker":"Melody MacDonald","startTime":1457.55,"endTime":1460.67,"body":"that. And that's how that's what"},{"speaker":"Melody MacDonald","startTime":1460.67,"endTime":1463.97,"body":"happens in 9112 is they're"},{"speaker":"Melody MacDonald","startTime":1460.67,"endTime":1463.97,"body":"screaming and yelling and you"},{"speaker":"Melody MacDonald","startTime":1463.97,"endTime":1468.05,"body":"finally pick up on a word. Oh,"},{"speaker":"Melody MacDonald","startTime":1463.97,"endTime":1468.05,"body":"property. Oh, something got"},{"speaker":"Melody MacDonald","startTime":1468.05,"endTime":1471.65,"body":"broken into. Okay, and then I"},{"speaker":"Melody MacDonald","startTime":1468.05,"endTime":1471.65,"body":"That sounds like a tough day for"},{"speaker":"Melody MacDonald","startTime":1471.65,"endTime":1474.5,"body":"you. I'm so sorry. And I truly"},{"speaker":"Melody MacDonald","startTime":1471.65,"endTime":1474.5,"body":"mean that. I'm not even"},{"speaker":"Melody MacDonald","startTime":1474.5,"endTime":1478.31,"body":"placating them. I really try to"},{"speaker":"Melody MacDonald","startTime":1474.5,"endTime":1478.31,"body":"be in their space and that time"},{"speaker":"Melody MacDonald","startTime":1479.63,"endTime":1483.89,"body":"and then we can start getting to"},{"speaker":"Melody MacDonald","startTime":1479.63,"endTime":1483.89,"body":"the Okay, well, now you need"},{"speaker":"Melody MacDonald","startTime":1483.89,"endTime":1485.78,"body":"these are the next steps that"},{"speaker":"Melody MacDonald","startTime":1483.89,"endTime":1485.78,"body":"you need to take, which are"},{"speaker":"Melody MacDonald","startTime":1485.78,"endTime":1486.32,"body":"never fun."},{"speaker":"Annemie Tonken","startTime":1486.59,"endTime":1489.5,"body":"Sure, yeah."},{"speaker":"Annemie Tonken","startTime":1486.59,"endTime":1489.5,"body":"Okay, so there's so much good"},{"speaker":"Annemie Tonken","startTime":1489.5,"endTime":1495.29,"body":"information in here and I just"},{"speaker":"Annemie Tonken","startTime":1489.5,"endTime":1495.29,"body":"want to start by giving my vote"},{"speaker":"Annemie Tonken","startTime":1495.29,"endTime":1500.72,"body":"of yes to when someone comes at"},{"speaker":"Annemie Tonken","startTime":1495.29,"endTime":1500.72,"body":"you with an NG Great email,"},{"speaker":"Annemie Tonken","startTime":1500.72,"endTime":1506.84,"body":"text, whatever your first of"},{"speaker":"Annemie Tonken","startTime":1500.72,"endTime":1506.84,"body":"all, like, get yourself into a"},{"speaker":"Annemie Tonken","startTime":1506.84,"endTime":1510.65,"body":"calm headspace, like that"},{"speaker":"Annemie Tonken","startTime":1506.84,"endTime":1510.65,"body":"defensive jump up and be like,"},{"speaker":"Annemie Tonken","startTime":1510.65,"endTime":1514.25,"body":"what? I edited it exactly the"},{"speaker":"Annemie Tonken","startTime":1510.65,"endTime":1514.25,"body":"same way as I ended everything"},{"speaker":"Annemie Tonken","startTime":1514.25,"endTime":1517.37,"body":"else. That's very natural. We"},{"speaker":"Annemie Tonken","startTime":1514.25,"endTime":1517.37,"body":"all do that to a certain degree,"},{"speaker":"Annemie Tonken","startTime":1517.37,"endTime":1519.95,"body":"especially when it comes to like"},{"speaker":"Annemie Tonken","startTime":1517.37,"endTime":1519.95,"body":"our art which we hold in our"},{"speaker":"Annemie Tonken","startTime":1519.95,"endTime":1522.47,"body":"hearts. But, you know, you don't"},{"speaker":"Annemie Tonken","startTime":1519.95,"endTime":1522.47,"body":"know what's going on with"},{"speaker":"Annemie Tonken","startTime":1522.47,"endTime":1527.3,"body":"somebody. And if you start to"},{"speaker":"Annemie Tonken","startTime":1522.47,"endTime":1527.3,"body":"respond via text, I mean, this"},{"speaker":"Annemie Tonken","startTime":1527.3,"endTime":1529.94,"body":"is to your point, and I can't"},{"speaker":"Annemie Tonken","startTime":1527.3,"endTime":1529.94,"body":"remember this, I think was"},{"speaker":"Annemie Tonken","startTime":1529.97,"endTime":1532.37,"body":"before we hit the record button,"},{"speaker":"Annemie Tonken","startTime":1529.97,"endTime":1532.37,"body":"but you were talking about like"},{"speaker":"Annemie Tonken","startTime":1532.37,"endTime":1535.55,"body":"what you see in Facebook groups,"},{"speaker":"Annemie Tonken","startTime":1532.37,"endTime":1535.55,"body":"oh, my goodness, like all the"},{"speaker":"Annemie Tonken","startTime":1535.55,"endTime":1541.07,"body":"screenshotted text threads that"},{"speaker":"Annemie Tonken","startTime":1535.55,"endTime":1541.07,"body":"I see where I just am like, you"},{"speaker":"Annemie Tonken","startTime":1541.07,"endTime":1544.91,"body":"know, facepalm like, Oh, my"},{"speaker":"Annemie Tonken","startTime":1541.07,"endTime":1544.91,"body":"goodness, this would go a lot"},{"speaker":"Annemie Tonken","startTime":1544.91,"endTime":1547.67,"body":"differently if you just picked"},{"speaker":"Annemie Tonken","startTime":1544.91,"endTime":1547.67,"body":"up the phone, because a I think"},{"speaker":"Annemie Tonken","startTime":1547.67,"endTime":1552.11,"body":"people you know, they hear their"},{"speaker":"Annemie Tonken","startTime":1547.67,"endTime":1552.11,"body":"own tone of voice. Like they're"},{"speaker":"Annemie Tonken","startTime":1552.11,"endTime":1554.96,"body":"mad, they hear somebody else"},{"speaker":"Annemie Tonken","startTime":1552.11,"endTime":1554.96,"body":"being snippy on the other side"},{"speaker":"Annemie Tonken","startTime":1555.02,"endTime":1559.16,"body":"when it comes to text messaging"},{"speaker":"Annemie Tonken","startTime":1555.02,"endTime":1559.16,"body":"or emails. And so things get"},{"speaker":"Annemie Tonken","startTime":1559.16,"endTime":1563.51,"body":"really super, super bad, super"},{"speaker":"Annemie Tonken","startTime":1559.16,"endTime":1563.51,"body":"fast. But also, like people are"},{"speaker":"Annemie Tonken","startTime":1563.51,"endTime":1566.45,"body":"not as willing to yell at"},{"speaker":"Annemie Tonken","startTime":1563.51,"endTime":1566.45,"body":"somebody on the phone as they"},{"speaker":"Annemie Tonken","startTime":1566.45,"endTime":1570.14,"body":"are willing to yell at somebody"},{"speaker":"Annemie Tonken","startTime":1566.45,"endTime":1570.14,"body":"via text. I mean, it's just,"},{"speaker":"Annemie Tonken","startTime":1570.17,"endTime":1574.82,"body":"it's bingo, you have a calmer"},{"speaker":"Annemie Tonken","startTime":1570.17,"endTime":1574.82,"body":"conversation, which helps defuse"},{"speaker":"Annemie Tonken","startTime":1574.82,"endTime":1577.28,"body":"the whole situation. So number"},{"speaker":"Annemie Tonken","startTime":1574.82,"endTime":1577.28,"body":"one, I'm right there with you."},{"speaker":"Annemie Tonken","startTime":1577.28,"endTime":1580.07,"body":"Even if you have listened to me"},{"speaker":"Annemie Tonken","startTime":1577.28,"endTime":1580.07,"body":"for years be like if you want to"},{"speaker":"Annemie Tonken","startTime":1580.07,"endTime":1581.99,"body":"book more clients get on the"},{"speaker":"Annemie Tonken","startTime":1580.07,"endTime":1581.99,"body":"phone with them ahead of time."},{"speaker":"Annemie Tonken","startTime":1582.47,"endTime":1585.17,"body":"Okay, if you're not going to"},{"speaker":"Annemie Tonken","startTime":1582.47,"endTime":1585.17,"body":"take that advice, at least do"},{"speaker":"Annemie Tonken","startTime":1585.17,"endTime":1587.33,"body":"this when you have a problem"},{"speaker":"Annemie Tonken","startTime":1585.17,"endTime":1587.33,"body":"client."},{"speaker":"Melody MacDonald","startTime":1589.25,"endTime":1592.46,"body":"Without a"},{"speaker":"Melody MacDonald","startTime":1589.25,"endTime":1592.46,"body":"doubt, yeah, don't even don't"},{"speaker":"Melody MacDonald","startTime":1592.52,"endTime":1595.97,"body":"like, I agree with you. And I've"},{"speaker":"Melody MacDonald","startTime":1592.52,"endTime":1595.97,"body":"seen the screenshots, I'm like,"},{"speaker":"Melody MacDonald","startTime":1596.0,"endTime":1600.02,"body":"Oh, what, why are we not picking"},{"speaker":"Melody MacDonald","startTime":1596.0,"endTime":1600.02,"body":"up the phone? Right? Like, like"},{"speaker":"Melody MacDonald","startTime":1600.02,"endTime":1604.73,"body":"it is, like, at some point, when"},{"speaker":"Melody MacDonald","startTime":1600.02,"endTime":1604.73,"body":"you can sense it through a text"},{"speaker":"Melody MacDonald","startTime":1604.73,"endTime":1609.02,"body":"or an email, don't respond, pick"},{"speaker":"Melody MacDonald","startTime":1604.73,"endTime":1609.02,"body":"up that phone, don't respond in"},{"speaker":"Melody MacDonald","startTime":1609.02,"endTime":1611.9,"body":"a text, pick up the phone and"},{"speaker":"Melody MacDonald","startTime":1609.02,"endTime":1611.9,"body":"respond? Yes, for sure."},{"speaker":"Annemie Tonken","startTime":1612.68,"endTime":1614.96,"body":"And then it"},{"speaker":"Annemie Tonken","startTime":1612.68,"endTime":1614.96,"body":"really is, you're right. I mean,"},{"speaker":"Annemie Tonken","startTime":1614.96,"endTime":1619.58,"body":"we have to put on like our big,"},{"speaker":"Annemie Tonken","startTime":1614.96,"endTime":1619.58,"body":"big kid pants. And it is"},{"speaker":"Annemie Tonken","startTime":1619.58,"endTime":1622.1,"body":"different. You know, obviously,"},{"speaker":"Annemie Tonken","startTime":1619.58,"endTime":1622.1,"body":"when someone's calling to say"},{"speaker":"Annemie Tonken","startTime":1622.1,"endTime":1624.83,"body":"I'm upset with you, I have an"},{"speaker":"Annemie Tonken","startTime":1622.1,"endTime":1624.83,"body":"emergency with something that"},{"speaker":"Annemie Tonken","startTime":1624.83,"endTime":1628.31,"body":"you caused, it is different from"},{"speaker":"Annemie Tonken","startTime":1624.83,"endTime":1628.31,"body":"being on the other end of"},{"speaker":"Annemie Tonken","startTime":1628.31,"endTime":1632.87,"body":"somebody saying I just had a car"},{"speaker":"Annemie Tonken","startTime":1628.31,"endTime":1632.87,"body":"accident, but that need to like,"},{"speaker":"Annemie Tonken","startTime":1632.9,"endTime":1637.43,"body":"let all the noise go. And"},{"speaker":"Annemie Tonken","startTime":1632.9,"endTime":1637.43,"body":"instead of responding"},{"speaker":"Annemie Tonken","startTime":1637.49,"endTime":1641.81,"body":"defensively, kind of get to the"},{"speaker":"Annemie Tonken","startTime":1637.49,"endTime":1641.81,"body":"heart of what the actual problem"},{"speaker":"Annemie Tonken","startTime":1641.81,"endTime":1647.51,"body":"is. Because most of the time,"},{"speaker":"Annemie Tonken","startTime":1641.81,"endTime":1647.51,"body":"like, unless you're really off"},{"speaker":"Annemie Tonken","startTime":1648.5,"endTime":1651.2,"body":"track in terms of the way that"},{"speaker":"Annemie Tonken","startTime":1648.5,"endTime":1651.2,"body":"you've been treating or"},{"speaker":"Annemie Tonken","startTime":1651.53,"endTime":1654.38,"body":"neglecting your clients, the"},{"speaker":"Annemie Tonken","startTime":1651.53,"endTime":1654.38,"body":"issue is going to be something"},{"speaker":"Annemie Tonken","startTime":1654.38,"endTime":1658.82,"body":"that's not you personally. And"},{"speaker":"Annemie Tonken","startTime":1654.38,"endTime":1658.82,"body":"so if you're doing like triaging"},{"speaker":"Annemie Tonken","startTime":1658.82,"endTime":1662.72,"body":"that situation. It's important"},{"speaker":"Annemie Tonken","startTime":1658.82,"endTime":1662.72,"body":"to not get defensive."},{"speaker":"Melody MacDonald","startTime":1663.32,"endTime":1666.5,"body":"Yeah. And"},{"speaker":"Melody MacDonald","startTime":1663.32,"endTime":1666.5,"body":"you're what most of the time, I"},{"speaker":"Melody MacDonald","startTime":1666.5,"endTime":1669.56,"body":"don't know if you find this"},{"speaker":"Melody MacDonald","startTime":1666.5,"endTime":1669.56,"body":"true, too, is there's an"},{"speaker":"Melody MacDonald","startTime":1669.56,"endTime":1672.17,"body":"expectation that hasn't been met"},{"speaker":"Melody MacDonald","startTime":1669.56,"endTime":1672.17,"body":"somewhere along the line,"},{"speaker":"Melody MacDonald","startTime":1672.47,"endTime":1678.35,"body":"somewhere in communicating with"},{"speaker":"Melody MacDonald","startTime":1672.47,"endTime":1678.35,"body":"your client. They picked up on"},{"speaker":"Melody MacDonald","startTime":1678.35,"endTime":1681.83,"body":"something maybe because they"},{"speaker":"Melody MacDonald","startTime":1678.35,"endTime":1681.83,"body":"weren't being super direct. So"},{"speaker":"Melody MacDonald","startTime":1681.83,"endTime":1684.98,"body":"we're being general or like,"},{"speaker":"Melody MacDonald","startTime":1681.83,"endTime":1684.98,"body":"maybe we'll throw in this thing."},{"speaker":"Melody MacDonald","startTime":1684.98,"endTime":1689.51,"body":"But they took that as that was"},{"speaker":"Melody MacDonald","startTime":1684.98,"endTime":1689.51,"body":"happening. Yeah, right. And"},{"speaker":"Melody MacDonald","startTime":1689.51,"endTime":1691.31,"body":"you're right, I say, you're"},{"speaker":"Melody MacDonald","startTime":1689.51,"endTime":1691.31,"body":"right, I'm thinking about"},{"speaker":"Melody MacDonald","startTime":1691.31,"endTime":1694.76,"body":"podcasts that I've listened to"},{"speaker":"Melody MacDonald","startTime":1691.31,"endTime":1694.76,"body":"that, that people don't always"},{"speaker":"Melody MacDonald","startTime":1694.76,"endTime":1696.71,"body":"read every word in their"},{"speaker":"Melody MacDonald","startTime":1694.76,"endTime":1696.71,"body":"contract, right? They're gonna"},{"speaker":"Melody MacDonald","startTime":1696.71,"endTime":1702.26,"body":"scan it, tap the accept terms,"},{"speaker":"Melody MacDonald","startTime":1696.71,"endTime":1702.26,"body":"and then move on, right? So we"},{"speaker":"Melody MacDonald","startTime":1702.26,"endTime":1705.62,"body":"want them to read the contract."},{"speaker":"Melody MacDonald","startTime":1702.26,"endTime":1705.62,"body":"And they usually read it when"},{"speaker":"Melody MacDonald","startTime":1705.62,"endTime":1709.13,"body":"there's a problem. So anyway,"},{"speaker":"Melody MacDonald","startTime":1705.62,"endTime":1709.13,"body":"what I'm trying to say is,"},{"speaker":"Melody MacDonald","startTime":1709.13,"endTime":1711.65,"body":"there's some sort of a"},{"speaker":"Melody MacDonald","startTime":1709.13,"endTime":1711.65,"body":"miscommunication, somewhere"},{"speaker":"Melody MacDonald","startTime":1711.65,"endTime":1715.37,"body":"along the line that led to an"},{"speaker":"Melody MacDonald","startTime":1711.65,"endTime":1715.37,"body":"expectation that was not met on"},{"speaker":"Melody MacDonald","startTime":1715.37,"endTime":1718.16,"body":"your house or on the clients"},{"speaker":"Melody MacDonald","startTime":1715.37,"endTime":1718.16,"body":"have her on the photographer's"},{"speaker":"Melody MacDonald","startTime":1718.64,"endTime":1722.39,"body":"side of it. And I think that"},{"speaker":"Melody MacDonald","startTime":1718.64,"endTime":1722.39,"body":"does some self reflection to"},{"speaker":"Melody MacDonald","startTime":1722.39,"endTime":1726.05,"body":"like, after you're off the phone"},{"speaker":"Melody MacDonald","startTime":1722.39,"endTime":1726.05,"body":"call after you feel like there's"},{"speaker":"Melody MacDonald","startTime":1726.05,"endTime":1728.93,"body":"some sort of resolution,"},{"speaker":"Melody MacDonald","startTime":1726.05,"endTime":1728.93,"body":"whatever the resolution is, that"},{"speaker":"Melody MacDonald","startTime":1728.93,"endTime":1731.51,"body":"you both agreed upon, hopefully,"},{"speaker":"Melody MacDonald","startTime":1728.93,"endTime":1731.51,"body":"it's very clear and direct in"},{"speaker":"Melody MacDonald","startTime":1731.51,"endTime":1734.63,"body":"that conversation as well. Then"},{"speaker":"Melody MacDonald","startTime":1731.51,"endTime":1734.63,"body":"I would do some self reflecting,"},{"speaker":"Melody MacDonald","startTime":1735.02,"endTime":1739.4,"body":"and kind of like, what, what"},{"speaker":"Melody MacDonald","startTime":1735.02,"endTime":1739.4,"body":"went well, what didn't go well,"},{"speaker":"Melody MacDonald","startTime":1739.64,"endTime":1743.72,"body":"where is there somewhere in my"},{"speaker":"Melody MacDonald","startTime":1739.64,"endTime":1743.72,"body":"process that I can clean that up"},{"speaker":"Melody MacDonald","startTime":1743.72,"endTime":1746.54,"body":"and be more more clear. And"},{"speaker":"Melody MacDonald","startTime":1743.72,"endTime":1746.54,"body":"usually it comes from my"},{"speaker":"Melody MacDonald","startTime":1746.54,"endTime":1750.41,"body":"perspective, down to the direct"},{"speaker":"Melody MacDonald","startTime":1746.54,"endTime":1750.41,"body":"communication part. And whether"},{"speaker":"Melody MacDonald","startTime":1750.41,"endTime":1754.31,"body":"that was in text or an email or"},{"speaker":"Melody MacDonald","startTime":1750.41,"endTime":1754.31,"body":"phone, the self reflecting I"},{"speaker":"Melody MacDonald","startTime":1754.31,"endTime":1757.58,"body":"think, is one of the harder ones"},{"speaker":"Melody MacDonald","startTime":1754.31,"endTime":1757.58,"body":"because you're doing some self"},{"speaker":"Melody MacDonald","startTime":1757.58,"endTime":1762.11,"body":"work on on you that helps we do"},{"speaker":"Melody MacDonald","startTime":1757.58,"endTime":1762.11,"body":"that in 911 when you get off the"},{"speaker":"Melody MacDonald","startTime":1762.11,"endTime":1765.92,"body":"phone, and when you do have a"},{"speaker":"Melody MacDonald","startTime":1762.11,"endTime":1765.92,"body":"second. And I didn't ask that"},{"speaker":"Melody MacDonald","startTime":1766.01,"endTime":1770.81,"body":"address correction question"},{"speaker":"Melody MacDonald","startTime":1766.01,"endTime":1770.81,"body":"correctly. And I was frustrated,"},{"speaker":"Melody MacDonald","startTime":1770.81,"endTime":1772.94,"body":"I'll hang up the phone and be"},{"speaker":"Melody MacDonald","startTime":1770.81,"endTime":1772.94,"body":"like, Oh, I'm so frustrated, but"},{"speaker":"Melody MacDonald","startTime":1772.94,"endTime":1776.45,"body":"I'm frustrated myself because I"},{"speaker":"Melody MacDonald","startTime":1772.94,"endTime":1776.45,"body":"can identify pretty quickly that"},{"speaker":"Melody MacDonald","startTime":1776.48,"endTime":1779.39,"body":"that call would have gone a"},{"speaker":"Melody MacDonald","startTime":1776.48,"endTime":1779.39,"body":"different direction had I been"},{"speaker":"Melody MacDonald","startTime":1779.39,"endTime":1782.27,"body":"more direct and so it like"},{"speaker":"Melody MacDonald","startTime":1779.39,"endTime":1782.27,"body":"prepares you for your next one."},{"speaker":"Melody MacDonald","startTime":1782.3,"endTime":1782.81,"body":"Yeah."},{"speaker":"Annemie Tonken","startTime":1783.44,"endTime":1785.81,"body":"Well, and it's,"},{"speaker":"Annemie Tonken","startTime":1783.44,"endTime":1785.81,"body":"you know, the difficult clients,"},{"speaker":"Annemie Tonken","startTime":1785.81,"endTime":1788.57,"body":"we all wish that we just"},{"speaker":"Annemie Tonken","startTime":1785.81,"endTime":1788.57,"body":"wouldn't have them at all, but"},{"speaker":"Annemie Tonken","startTime":1788.57,"endTime":1792.47,"body":"they do happen and the best"},{"speaker":"Annemie Tonken","startTime":1788.57,"endTime":1792.47,"body":"thing that I have found that you"},{"speaker":"Annemie Tonken","startTime":1792.47,"endTime":1795.77,"body":"can get out of a situation like"},{"speaker":"Annemie Tonken","startTime":1792.47,"endTime":1795.77,"body":"that. I mean, sometimes it's"},{"speaker":"Annemie Tonken","startTime":1795.8,"endTime":1800.24,"body":"financially a wash or a bust."},{"speaker":"Annemie Tonken","startTime":1795.8,"endTime":1800.24,"body":"Sometimes it is emotionally A"},{"speaker":"Annemie Tonken","startTime":1800.24,"endTime":1806.18,"body":"bust it usually is. So once you"},{"speaker":"Annemie Tonken","startTime":1800.24,"endTime":1806.18,"body":"have a moment to like, take a"},{"speaker":"Annemie Tonken","startTime":1806.18,"endTime":1810.65,"body":"breath, step away from it, it's"},{"speaker":"Annemie Tonken","startTime":1806.18,"endTime":1810.65,"body":"over, then you really do"},{"speaker":"Annemie Tonken","startTime":1810.65,"endTime":1815.69,"body":"yourself an enormous benefit by"},{"speaker":"Annemie Tonken","startTime":1810.65,"endTime":1815.69,"body":"a little bit of digging into"},{"speaker":"Annemie Tonken","startTime":1815.72,"endTime":1819.38,"body":"what went wrong. Where did it go"},{"speaker":"Annemie Tonken","startTime":1815.72,"endTime":1819.38,"body":"wrong? Did it go wrong? Before"},{"speaker":"Annemie Tonken","startTime":1819.38,"endTime":1822.11,"body":"there was any trouble? Because"},{"speaker":"Annemie Tonken","startTime":1819.38,"endTime":1822.11,"body":"something was miscommunicated?"},{"speaker":"Annemie Tonken","startTime":1822.38,"endTime":1825.95,"body":"Do I need to put a policy in"},{"speaker":"Annemie Tonken","startTime":1822.38,"endTime":1825.95,"body":"place that states that, like,"},{"speaker":"Annemie Tonken","startTime":1825.98,"endTime":1828.44,"body":"whatever it is that they were"},{"speaker":"Annemie Tonken","startTime":1825.98,"endTime":1828.44,"body":"upset about doesn't happen, you"},{"speaker":"Annemie Tonken","startTime":1828.44,"endTime":1832.79,"body":"know, whatever the whatever the"},{"speaker":"Annemie Tonken","startTime":1828.44,"endTime":1832.79,"body":"case may be. I feel like, over"},{"speaker":"Annemie Tonken","startTime":1832.79,"endTime":1837.41,"body":"the years, I have been fortunate"},{"speaker":"Annemie Tonken","startTime":1832.79,"endTime":1837.41,"body":"to not have a lot of problem"},{"speaker":"Annemie Tonken","startTime":1837.41,"endTime":1841.25,"body":"clients. And I do attribute that"},{"speaker":"Annemie Tonken","startTime":1837.41,"endTime":1841.25,"body":"to a lot of communication. You"},{"speaker":"Annemie Tonken","startTime":1841.25,"endTime":1844.07,"body":"know, they they have happened"},{"speaker":"Annemie Tonken","startTime":1841.25,"endTime":1844.07,"body":"over time, but they happen less"},{"speaker":"Annemie Tonken","startTime":1844.07,"endTime":1848.45,"body":"and less these days. I feel like"},{"speaker":"Annemie Tonken","startTime":1844.07,"endTime":1848.45,"body":"I'm just extremely clear with"},{"speaker":"Annemie Tonken","startTime":1848.45,"endTime":1851.45,"body":"this is how it's going to work."},{"speaker":"Annemie Tonken","startTime":1848.45,"endTime":1851.45,"body":"Do you have any problems, and I"},{"speaker":"Annemie Tonken","startTime":1851.45,"endTime":1854.45,"body":"am not afraid. The second that"},{"speaker":"Annemie Tonken","startTime":1851.45,"endTime":1854.45,"body":"there is a problem a lab"},{"speaker":"Annemie Tonken","startTime":1854.45,"endTime":1858.17,"body":"delivers, you know, a broken"},{"speaker":"Annemie Tonken","startTime":1854.45,"endTime":1858.17,"body":"frame or something like that I"},{"speaker":"Annemie Tonken","startTime":1858.17,"endTime":1860.93,"body":"make it right, because I'm"},{"speaker":"Annemie Tonken","startTime":1858.17,"endTime":1860.93,"body":"charging enough to be able to"},{"speaker":"Annemie Tonken","startTime":1860.93,"endTime":1863.18,"body":"just do that without even"},{"speaker":"Annemie Tonken","startTime":1860.93,"endTime":1863.18,"body":"thinking twice about it. And I"},{"speaker":"Annemie Tonken","startTime":1863.18,"endTime":1866.84,"body":"get on the phone to just sort"},{"speaker":"Annemie Tonken","startTime":1863.18,"endTime":1866.84,"body":"of, you know, Hey, are you super"},{"speaker":"Annemie Tonken","startTime":1866.84,"endTime":1869.63,"body":"frustrated? Let me apologize."},{"speaker":"Annemie Tonken","startTime":1866.84,"endTime":1869.63,"body":"I'm so sorry that that happened."},{"speaker":"Annemie Tonken","startTime":1869.87,"endTime":1872.81,"body":"We're gonna make it right for"},{"speaker":"Annemie Tonken","startTime":1869.87,"endTime":1872.81,"body":"you. And that's, you know, it's"},{"speaker":"Annemie Tonken","startTime":1872.81,"endTime":1876.44,"body":"how you avoid 99% of problems."},{"speaker":"Melody MacDonald","startTime":1877.219,"endTime":1880.309,"body":"I agree. I"},{"speaker":"Melody MacDonald","startTime":1877.219,"endTime":1880.309,"body":"would also add in there, this"},{"speaker":"Melody MacDonald","startTime":1880.309,"endTime":1883.849,"body":"might be a little tender,"},{"speaker":"Melody MacDonald","startTime":1880.309,"endTime":1883.849,"body":"because it took us back to some"},{"speaker":"Melody MacDonald","startTime":1883.849,"endTime":1889.759,"body":"Facebook groups and DMS is we're"},{"speaker":"Melody MacDonald","startTime":1883.849,"endTime":1889.759,"body":"quick to jump in and get some"},{"speaker":"Melody MacDonald","startTime":1889.759,"endTime":1892.969,"body":"affirmation from fellow"},{"speaker":"Melody MacDonald","startTime":1889.759,"endTime":1892.969,"body":"photographers like, can you"},{"speaker":"Melody MacDonald","startTime":1892.969,"endTime":1898.939,"body":"believe this? Can you believe"},{"speaker":"Melody MacDonald","startTime":1892.969,"endTime":1898.939,"body":"that this happened? And I love"},{"speaker":"Melody MacDonald","startTime":1898.939,"endTime":1901.399,"body":"the community that we have in"},{"speaker":"Melody MacDonald","startTime":1898.939,"endTime":1901.399,"body":"photography is because"},{"speaker":"Melody MacDonald","startTime":1901.429,"endTime":1905.539,"body":"photographers group because you"},{"speaker":"Melody MacDonald","startTime":1901.429,"endTime":1905.539,"body":"see people jumping right in? Oh"},{"speaker":"Melody MacDonald","startTime":1905.539,"endTime":1908.809,"body":"my gosh, I can't believe they"},{"speaker":"Melody MacDonald","startTime":1905.539,"endTime":1908.809,"body":"said that. But what but what I"},{"speaker":"Melody MacDonald","startTime":1908.839,"endTime":1911.719,"body":"think we're doing to ourselves"},{"speaker":"Melody MacDonald","startTime":1908.839,"endTime":1911.719,"body":"is we didn't do that self"},{"speaker":"Melody MacDonald","startTime":1911.719,"endTime":1915.559,"body":"reflection. And we're doing a"},{"speaker":"Melody MacDonald","startTime":1911.719,"endTime":1915.559,"body":"disservice because we're asking"},{"speaker":"Melody MacDonald","startTime":1915.589,"endTime":1919.759,"body":"for affirmation for the behavior"},{"speaker":"Melody MacDonald","startTime":1915.589,"endTime":1919.759,"body":"that we still haven't even fully"},{"speaker":"Melody MacDonald","startTime":1919.789,"endTime":1923.539,"body":"not confessed to ourselves. But"},{"speaker":"Melody MacDonald","startTime":1919.789,"endTime":1923.539,"body":"we really haven't. Really Yeah,"},{"speaker":"Melody MacDonald","startTime":1923.539,"endTime":1928.279,"body":"we have. And so we're looking"},{"speaker":"Melody MacDonald","startTime":1923.539,"endTime":1928.279,"body":"for like, I think we're looking"},{"speaker":"Melody MacDonald","startTime":1928.279,"endTime":1933.649,"body":"for someone to be like, Oh, you"},{"speaker":"Melody MacDonald","startTime":1928.279,"endTime":1933.649,"body":"are right. Yeah, I would, I"},{"speaker":"Melody MacDonald","startTime":1933.649,"endTime":1936.889,"body":"wouldn't do that I wouldn't"},{"speaker":"Melody MacDonald","startTime":1933.649,"endTime":1936.889,"body":"Don't lower your prices don't"},{"speaker":"Melody MacDonald","startTime":1936.919,"endTime":1939.199,"body":"blah, blah, blah, or whatever."},{"speaker":"Melody MacDonald","startTime":1936.919,"endTime":1939.199,"body":"And I'm being general here,"},{"speaker":"Melody MacDonald","startTime":1939.199,"endTime":1940.879,"body":"because I don't want to get too"},{"speaker":"Melody MacDonald","startTime":1939.199,"endTime":1940.879,"body":"specific. But you know what I"},{"speaker":"Melody MacDonald","startTime":1940.879,"endTime":1946.099,"body":"mean? Like, it just is a, we"},{"speaker":"Melody MacDonald","startTime":1940.879,"endTime":1946.099,"body":"need to do some self work."},{"speaker":"Melody MacDonald","startTime":1946.219,"endTime":1950.089,"body":"Before we go and ask for"},{"speaker":"Melody MacDonald","startTime":1946.219,"endTime":1950.089,"body":"affirmation. Maybe it's we're"},{"speaker":"Melody MacDonald","startTime":1950.089,"endTime":1952.339,"body":"going into those groups to say,"},{"speaker":"Melody MacDonald","startTime":1950.089,"endTime":1952.339,"body":"well look at the story that I"},{"speaker":"Melody MacDonald","startTime":1952.339,"endTime":1955.489,"body":"just worked through. And"},{"speaker":"Melody MacDonald","startTime":1952.339,"endTime":1955.489,"body":"hopefully that will help prevent"},{"speaker":"Melody MacDonald","startTime":1955.729,"endTime":1958.669,"body":"that happening from the next"},{"speaker":"Melody MacDonald","startTime":1955.729,"endTime":1958.669,"body":"person. Like here, here are some"},{"speaker":"Melody MacDonald","startTime":1958.729,"endTime":1962.239,"body":"tips and tricks. I mean, I get I"},{"speaker":"Melody MacDonald","startTime":1958.729,"endTime":1962.239,"body":"get that we need some support."},{"speaker":"Melody MacDonald","startTime":1962.239,"endTime":1965.719,"body":"And sometimes we just need to"},{"speaker":"Melody MacDonald","startTime":1962.239,"endTime":1965.719,"body":"vent in some. So that's one way"},{"speaker":"Melody MacDonald","startTime":1965.719,"endTime":1969.919,"body":"but I bet you, I bet you it's"},{"speaker":"Melody MacDonald","startTime":1965.719,"endTime":1969.919,"body":"something that was missed"},{"speaker":"Melody MacDonald","startTime":1969.919,"endTime":1973.999,"body":"between the photographer and the"},{"speaker":"Melody MacDonald","startTime":1969.919,"endTime":1973.999,"body":"client, not necessarily all the"},{"speaker":"Melody MacDonald","startTime":1973.999,"endTime":1978.529,"body":"problem on the client and their"},{"speaker":"Melody MacDonald","startTime":1973.999,"endTime":1978.529,"body":"attitudes. So there's that one."},{"speaker":"Melody MacDonald","startTime":1978.529,"endTime":1978.739,"body":"Yeah."},{"speaker":"Annemie Tonken","startTime":1979.01,"endTime":1982.25,"body":"Yeah, for sure."},{"speaker":"Annemie Tonken","startTime":1979.01,"endTime":1982.25,"body":"And, and I think that, you know,"},{"speaker":"Annemie Tonken","startTime":1982.25,"endTime":1984.26,"body":"on the flip side of that, you"},{"speaker":"Annemie Tonken","startTime":1982.25,"endTime":1984.26,"body":"get a lot of people jumping in"},{"speaker":"Annemie Tonken","startTime":1984.26,"endTime":1986.9,"body":"and being like, yeah, that"},{"speaker":"Annemie Tonken","startTime":1984.26,"endTime":1986.9,"body":"person is terrible, and making"},{"speaker":"Annemie Tonken","startTime":1986.9,"endTime":1989.36,"body":"judgments about like, they have"},{"speaker":"Annemie Tonken","startTime":1986.9,"endTime":1989.36,"body":"no idea what the situation is."},{"speaker":"Annemie Tonken","startTime":1989.36,"endTime":1992.27,"body":"And then you get the people who"},{"speaker":"Annemie Tonken","startTime":1989.36,"endTime":1992.27,"body":"come in and say, I don't know,"},{"speaker":"Annemie Tonken","startTime":1992.27,"endTime":1996.11,"body":"it looks like your photos are"},{"speaker":"Annemie Tonken","startTime":1992.27,"endTime":1996.11,"body":"really underexposed, or"},{"speaker":"Annemie Tonken","startTime":1996.11,"endTime":2000.04,"body":"whatever. And then everybody"},{"speaker":"Annemie Tonken","startTime":1996.11,"endTime":2000.04,"body":"jumps down that person's throat,"},{"speaker":"Annemie Tonken","startTime":2000.25,"endTime":2003.88,"body":"or the person who is obviously"},{"speaker":"Annemie Tonken","startTime":2000.25,"endTime":2003.88,"body":"feeling really vulnerable gets"},{"speaker":"Annemie Tonken","startTime":2003.88,"endTime":2007.39,"body":"like, super hurt about it. I"},{"speaker":"Annemie Tonken","startTime":2003.88,"endTime":2007.39,"body":"mean, like, that's, that is, I"},{"speaker":"Annemie Tonken","startTime":2007.39,"endTime":2009.79,"body":"feel like, I love the"},{"speaker":"Annemie Tonken","startTime":2007.39,"endTime":2009.79,"body":"photography community, too,"},{"speaker":"Annemie Tonken","startTime":2009.82,"endTime":2013.06,"body":"obviously, like this is these"},{"speaker":"Annemie Tonken","startTime":2009.82,"endTime":2013.06,"body":"are my people, but those groups"},{"speaker":"Annemie Tonken","startTime":2013.09,"endTime":2016.3,"body":"are as anonymous as almost"},{"speaker":"Annemie Tonken","startTime":2013.09,"endTime":2016.3,"body":"anything else. And so you know,"},{"speaker":"Annemie Tonken","startTime":2016.3,"endTime":2021.55,"body":"when you go, like, just spraying"},{"speaker":"Annemie Tonken","startTime":2016.3,"endTime":2021.55,"body":"your vulnerable situation all"},{"speaker":"Annemie Tonken","startTime":2021.55,"endTime":2023.86,"body":"over the place, you're gonna get"},{"speaker":"Annemie Tonken","startTime":2021.55,"endTime":2023.86,"body":"all kinds of different"},{"speaker":"Annemie Tonken","startTime":2023.86,"endTime":2028.78,"body":"responses. And that can actually"},{"speaker":"Annemie Tonken","startTime":2023.86,"endTime":2028.78,"body":"add to the problem rather than"},{"speaker":"Annemie Tonken","startTime":2028.78,"endTime":2032.68,"body":"taking away from it. So I love"},{"speaker":"Annemie Tonken","startTime":2028.78,"endTime":2032.68,"body":"this idea of kind of processing"},{"speaker":"Annemie Tonken","startTime":2033.46,"endTime":2038.41,"body":"the issue before you assume"},{"speaker":"Annemie Tonken","startTime":2033.46,"endTime":2038.41,"body":"like, I'm just gonna vent about"},{"speaker":"Annemie Tonken","startTime":2038.41,"endTime":2041.26,"body":"this, and I again, I mean, there"},{"speaker":"Annemie Tonken","startTime":2038.41,"endTime":2041.26,"body":"are terrible people out there"},{"speaker":"Annemie Tonken","startTime":2041.26,"endTime":2046.06,"body":"who are like, abusive and, like,"},{"speaker":"Annemie Tonken","startTime":2041.26,"endTime":2046.06,"body":"horrible and out to get you. No"},{"speaker":"Annemie Tonken","startTime":2046.06,"endTime":2050.11,"body":"question. But part of our job as"},{"speaker":"Annemie Tonken","startTime":2046.06,"endTime":2050.11,"body":"photographers and as small"},{"speaker":"Annemie Tonken","startTime":2050.11,"endTime":2053.41,"body":"business owners, who can only"},{"speaker":"Annemie Tonken","startTime":2050.11,"endTime":2053.41,"body":"take a certain number of clients"},{"speaker":"Annemie Tonken","startTime":2053.44,"endTime":2058.45,"body":"is to figure out how to find"},{"speaker":"Annemie Tonken","startTime":2053.44,"endTime":2058.45,"body":"like the markers for that the"},{"speaker":"Annemie Tonken","startTime":2058.45,"endTime":2062.86,"body":"red flags, and then steer clear"},{"speaker":"Annemie Tonken","startTime":2058.45,"endTime":2062.86,"body":"of them. So I think yeah, you"},{"speaker":"Annemie Tonken","startTime":2062.86,"endTime":2066.43,"body":"know, there's some work to be"},{"speaker":"Annemie Tonken","startTime":2062.86,"endTime":2066.43,"body":"done no matter if you are at"},{"speaker":"Annemie Tonken","startTime":2066.43,"endTime":2067.36,"body":"fault or not."},{"speaker":"Melody MacDonald","startTime":2067.389,"endTime":2070.209,"body":"Totally. Yeah."},{"speaker":"Melody MacDonald","startTime":2067.389,"endTime":2070.209,"body":"And I mean, I'm gonna go back a"},{"speaker":"Melody MacDonald","startTime":2070.209,"endTime":2073.089,"body":"little bit because one other"},{"speaker":"Melody MacDonald","startTime":2070.209,"endTime":2073.089,"body":"thing that I think is important"},{"speaker":"Melody MacDonald","startTime":2073.089,"endTime":2078.249,"body":"too, is to slow your response."},{"speaker":"Melody MacDonald","startTime":2073.089,"endTime":2078.249,"body":"Because I think like there is a"},{"speaker":"Melody MacDonald","startTime":2078.429,"endTime":2086.799,"body":"a desire to fix. We're natural"},{"speaker":"Melody MacDonald","startTime":2078.429,"endTime":2086.799,"body":"people, natural creatives who"},{"speaker":"Melody MacDonald","startTime":2086.799,"endTime":2089.619,"body":"want to fix and make it right"},{"speaker":"Melody MacDonald","startTime":2086.799,"endTime":2089.619,"body":"and we were also having a"},{"speaker":"Melody MacDonald","startTime":2089.619,"endTime":2092.829,"body":"business right so we want to"},{"speaker":"Melody MacDonald","startTime":2089.619,"endTime":2092.829,"body":"write the wrong but sometimes we"},{"speaker":"Melody MacDonald","startTime":2092.829,"endTime":2098.139,"body":"don't need to either respond at"},{"speaker":"Melody MacDonald","startTime":2092.829,"endTime":2098.139,"body":"all or slow our response"},{"speaker":"Melody MacDonald","startTime":2098.139,"endTime":2101.619,"body":"especially if we are feeling In"},{"speaker":"Melody MacDonald","startTime":2098.139,"endTime":2101.619,"body":"the tenderness of it, and we're"},{"speaker":"Melody MacDonald","startTime":2101.619,"endTime":2105.999,"body":"feeling emotional about it, it"},{"speaker":"Melody MacDonald","startTime":2101.619,"endTime":2105.999,"body":"is absolutely okay to say, You"},{"speaker":"Melody MacDonald","startTime":2105.999,"endTime":2109.869,"body":"know what, let's take a timeout"},{"speaker":"Melody MacDonald","startTime":2105.999,"endTime":2109.869,"body":"on the phone is absolutely okay"},{"speaker":"Melody MacDonald","startTime":2109.869,"endTime":2113.349,"body":"to say, let's take a timeout,"},{"speaker":"Melody MacDonald","startTime":2109.869,"endTime":2113.349,"body":"let me get my thoughts together,"},{"speaker":"Melody MacDonald","startTime":2113.349,"endTime":2115.839,"body":"let me think about what I've"},{"speaker":"Melody MacDonald","startTime":2113.349,"endTime":2115.839,"body":"heard. And I will call you back"},{"speaker":"Melody MacDonald","startTime":2115.839,"endTime":2119.499,"body":"and set a date and the time to"},{"speaker":"Melody MacDonald","startTime":2115.839,"endTime":2119.499,"body":"call back. Right then in there,"},{"speaker":"Melody MacDonald","startTime":2119.529,"endTime":2121.869,"body":"you're getting you're not"},{"speaker":"Melody MacDonald","startTime":2119.529,"endTime":2121.869,"body":"problem solving right now. But"},{"speaker":"Melody MacDonald","startTime":2121.869,"endTime":2124.959,"body":"if you are, if you can feel your"},{"speaker":"Melody MacDonald","startTime":2121.869,"endTime":2124.959,"body":"heart racing, and you are ready"},{"speaker":"Melody MacDonald","startTime":2124.959,"endTime":2129.549,"body":"to respond, because you're"},{"speaker":"Melody MacDonald","startTime":2124.959,"endTime":2129.549,"body":"boiling over and just like rage,"},{"speaker":"Melody MacDonald","startTime":2129.549,"endTime":2132.519,"body":"because you just feel like they"},{"speaker":"Melody MacDonald","startTime":2129.549,"endTime":2132.519,"body":"missed the mark, or climate"},{"speaker":"Melody MacDonald","startTime":2132.519,"endTime":2138.039,"body":"Spark Summit was in some way,"},{"speaker":"Melody MacDonald","startTime":2132.519,"endTime":2138.039,"body":"pause. If whatever you can do my"},{"speaker":"Melody MacDonald","startTime":2138.039,"endTime":2141.789,"body":"encouragement to anybody"},{"speaker":"Melody MacDonald","startTime":2138.039,"endTime":2141.789,"body":"listening to this would be take"},{"speaker":"Melody MacDonald","startTime":2141.789,"endTime":2146.769,"body":"a deep breath, stop the"},{"speaker":"Melody MacDonald","startTime":2141.789,"endTime":2146.769,"body":"conversation and just say, let's"},{"speaker":"Melody MacDonald","startTime":2146.769,"endTime":2151.299,"body":"come back at a date and time and"},{"speaker":"Melody MacDonald","startTime":2146.769,"endTime":2151.299,"body":"it could be in three hours. Or"},{"speaker":"Melody MacDonald","startTime":2151.299,"endTime":2153.789,"body":"it could be the next morning, I"},{"speaker":"Melody MacDonald","startTime":2151.299,"endTime":2153.789,"body":"would always say the next"},{"speaker":"Melody MacDonald","startTime":2153.789,"endTime":2156.879,"body":"morning because we're always we"},{"speaker":"Melody MacDonald","startTime":2153.789,"endTime":2156.879,"body":"go to sleep, and we can let me"},{"speaker":"Melody MacDonald","startTime":2156.879,"endTime":2160.029,"body":"sleep have a fresh perspective."},{"speaker":"Melody MacDonald","startTime":2156.879,"endTime":2160.029,"body":"The next morning, yeah, but the"},{"speaker":"Melody MacDonald","startTime":2160.029,"endTime":2164.049,"body":"other thing too, is when that's"},{"speaker":"Melody MacDonald","startTime":2160.029,"endTime":2164.049,"body":"the slowing your response, I'll"},{"speaker":"Melody MacDonald","startTime":2164.049,"endTime":2167.139,"body":"go back to nine alone really"},{"speaker":"Melody MacDonald","startTime":2164.049,"endTime":2167.139,"body":"quickly. He would think that we"},{"speaker":"Melody MacDonald","startTime":2167.139,"endTime":2169.779,"body":"can't do that. But sometimes"},{"speaker":"Melody MacDonald","startTime":2167.139,"endTime":2169.779,"body":"we're just listening, right?"},{"speaker":"Melody MacDonald","startTime":2169.779,"endTime":2174.699,"body":"When sometimes it's letting them"},{"speaker":"Melody MacDonald","startTime":2169.779,"endTime":2174.699,"body":"get it all out, let it just let"},{"speaker":"Melody MacDonald","startTime":2174.699,"endTime":2179.529,"body":"them all out. And then your"},{"speaker":"Melody MacDonald","startTime":2174.699,"endTime":2179.529,"body":"response can be just affirming"},{"speaker":"Melody MacDonald","startTime":2179.529,"endTime":2182.979,"body":"their truth, and not problem"},{"speaker":"Melody MacDonald","startTime":2179.529,"endTime":2182.979,"body":"solving. They might not even"},{"speaker":"Melody MacDonald","startTime":2182.979,"endTime":2186.519,"body":"have anything that I can help"},{"speaker":"Melody MacDonald","startTime":2182.979,"endTime":2186.519,"body":"them with. They might not need"},{"speaker":"Melody MacDonald","startTime":2186.519,"endTime":2189.009,"body":"police fire ambulance, they"},{"speaker":"Melody MacDonald","startTime":2186.519,"endTime":2189.009,"body":"might think they do. But they"},{"speaker":"Melody MacDonald","startTime":2189.009,"endTime":2191.529,"body":"probably don't after they've"},{"speaker":"Melody MacDonald","startTime":2189.009,"endTime":2191.529,"body":"told me what they've got going"},{"speaker":"Melody MacDonald","startTime":2191.529,"endTime":2193.869,"body":"on. So sometimes that's what I"},{"speaker":"Melody MacDonald","startTime":2191.529,"endTime":2193.869,"body":"mean when action is not always"},{"speaker":"Melody MacDonald","startTime":2193.869,"endTime":2198.339,"body":"required. So slow your response"},{"speaker":"Melody MacDonald","startTime":2193.869,"endTime":2198.339,"body":"and listen, right? And then and"},{"speaker":"Melody MacDonald","startTime":2198.339,"endTime":2202.029,"body":"then just say that I'm sorry"},{"speaker":"Melody MacDonald","startTime":2198.339,"endTime":2202.029,"body":"that that has happened bleeds"},{"speaker":"Melody MacDonald","startTime":2202.029,"endTime":2205.509,"body":"into, you don't always have to"},{"speaker":"Melody MacDonald","startTime":2202.029,"endTime":2205.509,"body":"write a wrong because it might"},{"speaker":"Melody MacDonald","startTime":2205.509,"endTime":2209.409,"body":"not be a wrong, it might just be"},{"speaker":"Melody MacDonald","startTime":2205.509,"endTime":2209.409,"body":"an unfortunate experience that"},{"speaker":"Melody MacDonald","startTime":2209.409,"endTime":2212.469,"body":"you can say I'm going to learn"},{"speaker":"Melody MacDonald","startTime":2209.409,"endTime":2212.469,"body":"from and thank you for bringing"},{"speaker":"Melody MacDonald","startTime":2212.469,"endTime":2214.899,"body":"it to my attention. And then"},{"speaker":"Melody MacDonald","startTime":2212.469,"endTime":2214.899,"body":"maybe being okay with that and"},{"speaker":"Melody MacDonald","startTime":2214.899,"endTime":2218.259,"body":"being done. I don't think that"},{"speaker":"Melody MacDonald","startTime":2214.899,"endTime":2218.259,"body":"we have to lower our prices or"},{"speaker":"Melody MacDonald","startTime":2218.259,"endTime":2222.459,"body":"throw in extra things all the"},{"speaker":"Melody MacDonald","startTime":2218.259,"endTime":2222.459,"body":"time. Maybe sometimes, maybe not"},{"speaker":"Melody MacDonald","startTime":2222.459,"endTime":2225.069,"body":"even telling them that but then"},{"speaker":"Melody MacDonald","startTime":2222.459,"endTime":2225.069,"body":"when you hang up sending them"},{"speaker":"Melody MacDonald","startTime":2225.069,"endTime":2228.999,"body":"something, as a thank you for"},{"speaker":"Melody MacDonald","startTime":2225.069,"endTime":2228.999,"body":"taking the time to talk to you,"},{"speaker":"Melody MacDonald","startTime":2229.239,"endTime":2233.289,"body":"too about the situation. But"},{"speaker":"Melody MacDonald","startTime":2229.239,"endTime":2233.289,"body":"really slow down, especially"},{"speaker":"Melody MacDonald","startTime":2233.289,"endTime":2235.299,"body":"when you feel triggered."},{"speaker":"Annemie Tonken","startTime":2235.51,"endTime":2238.45,"body":"That helps."},{"speaker":"Annemie Tonken","startTime":2235.51,"endTime":2238.45,"body":"Yeah, for sure. And I I think"},{"speaker":"Annemie Tonken","startTime":2238.45,"endTime":2241.09,"body":"that that's brilliant. It's"},{"speaker":"Annemie Tonken","startTime":2238.45,"endTime":2241.09,"body":"interesting. So I've never done"},{"speaker":"Annemie Tonken","startTime":2241.09,"endTime":2245.05,"body":"that on the phone with a client."},{"speaker":"Annemie Tonken","startTime":2241.09,"endTime":2245.05,"body":"But I have also I can't think of"},{"speaker":"Annemie Tonken","startTime":2245.05,"endTime":2248.41,"body":"a time that I've had somebody"},{"speaker":"Annemie Tonken","startTime":2245.05,"endTime":2248.41,"body":"who was really bad, like mad,"},{"speaker":"Annemie Tonken","startTime":2248.41,"endTime":2251.62,"body":"and that there was a situation"},{"speaker":"Annemie Tonken","startTime":2248.41,"endTime":2251.62,"body":"where I needed that space."},{"speaker":"Annemie Tonken","startTime":2251.65,"endTime":2256.09,"body":"However, I have teenagers. And I"},{"speaker":"Annemie Tonken","startTime":2251.65,"endTime":2256.09,"body":"definitely have been in that"},{"speaker":"Annemie Tonken","startTime":2256.09,"endTime":2260.23,"body":"situation with my teenagers and"},{"speaker":"Annemie Tonken","startTime":2256.09,"endTime":2260.23,"body":"I in my own like therapeutic"},{"speaker":"Annemie Tonken","startTime":2260.23,"endTime":2264.64,"body":"journey have come to realize"},{"speaker":"Annemie Tonken","startTime":2260.23,"endTime":2264.64,"body":"that I do jump into problem"},{"speaker":"Annemie Tonken","startTime":2264.64,"endTime":2268.06,"body":"solving really fast. And even"},{"speaker":"Annemie Tonken","startTime":2264.64,"endTime":2268.06,"body":"when I'm not like in some sort"},{"speaker":"Annemie Tonken","startTime":2268.06,"endTime":2271.84,"body":"of conflict with my teenagers,"},{"speaker":"Annemie Tonken","startTime":2268.06,"endTime":2271.84,"body":"if they are having a problem. I"},{"speaker":"Annemie Tonken","startTime":2271.84,"endTime":2275.23,"body":"have a tendency to like they'll"},{"speaker":"Annemie Tonken","startTime":2271.84,"endTime":2275.23,"body":"start talking and then I'm like,"},{"speaker":"Annemie Tonken","startTime":2275.26,"endTime":2277.9,"body":"Okay, so what's the plan of"},{"speaker":"Annemie Tonken","startTime":2275.26,"endTime":2277.9,"body":"attack, I know, this probably"},{"speaker":"Annemie Tonken","startTime":2277.9,"endTime":2281.65,"body":"comes as a surprise to zero"},{"speaker":"Annemie Tonken","startTime":2277.9,"endTime":2281.65,"body":"people listening to my guess."},{"speaker":"Annemie Tonken","startTime":2282.22,"endTime":2286.27,"body":"But I do that, and I jump into"},{"speaker":"Annemie Tonken","startTime":2282.22,"endTime":2286.27,"body":"problem solving mode. And what I"},{"speaker":"Annemie Tonken","startTime":2286.27,"endTime":2288.85,"body":"have witnessed over and over"},{"speaker":"Annemie Tonken","startTime":2286.27,"endTime":2288.85,"body":"again, is that at a certain"},{"speaker":"Annemie Tonken","startTime":2288.85,"endTime":2292.06,"body":"point, my kids like eyes glaze"},{"speaker":"Annemie Tonken","startTime":2288.85,"endTime":2292.06,"body":"over and they shut down. And"},{"speaker":"Annemie Tonken","startTime":2292.06,"endTime":2296.02,"body":"they actually feel like I didn't"},{"speaker":"Annemie Tonken","startTime":2292.06,"endTime":2296.02,"body":"hear them at all. And so I have"},{"speaker":"Annemie Tonken","startTime":2296.02,"endTime":2299.89,"body":"worked through the fact that"},{"speaker":"Annemie Tonken","startTime":2296.02,"endTime":2299.89,"body":"like sometimes, especially when"},{"speaker":"Annemie Tonken","startTime":2299.89,"endTime":2304.39,"body":"it comes to matters of emotion"},{"speaker":"Annemie Tonken","startTime":2299.89,"endTime":2304.39,"body":"and whatever my inclination, my"},{"speaker":"Annemie Tonken","startTime":2304.39,"endTime":2310.42,"body":"instinct to go and like, well,"},{"speaker":"Annemie Tonken","startTime":2304.39,"endTime":2310.42,"body":"let's fix it is not only not"},{"speaker":"Annemie Tonken","startTime":2310.42,"endTime":2313.42,"body":"helpful, but it can actually be"},{"speaker":"Annemie Tonken","startTime":2310.42,"endTime":2313.42,"body":"detrimental. So I think that,"},{"speaker":"Annemie Tonken","startTime":2313.45,"endTime":2318.19,"body":"you know, back to what you were"},{"speaker":"Annemie Tonken","startTime":2313.45,"endTime":2318.19,"body":"saying before, sometimes people"},{"speaker":"Annemie Tonken","startTime":2318.37,"endTime":2321.73,"body":"who are frustrated who may be"},{"speaker":"Annemie Tonken","startTime":2318.37,"endTime":2321.73,"body":"frustrated about all manner of"},{"speaker":"Annemie Tonken","startTime":2321.73,"endTime":2325.03,"body":"things and are just kind of they"},{"speaker":"Annemie Tonken","startTime":2321.73,"endTime":2325.03,"body":"have found some sort of like"},{"speaker":"Annemie Tonken","startTime":2325.3,"endTime":2328.84,"body":"breaking point because they got"},{"speaker":"Annemie Tonken","startTime":2325.3,"endTime":2328.84,"body":"five fewer photos than they"},{"speaker":"Annemie Tonken","startTime":2328.84,"endTime":2331.24,"body":"thought they were gonna get or"},{"speaker":"Annemie Tonken","startTime":2328.84,"endTime":2331.24,"body":"whatever, you know, you become"},{"speaker":"Annemie Tonken","startTime":2331.24,"endTime":2336.22,"body":"the target of that. And we have"},{"speaker":"Annemie Tonken","startTime":2331.24,"endTime":2336.22,"body":"to, in sometimes the best policy"},{"speaker":"Annemie Tonken","startTime":2336.22,"endTime":2340.87,"body":"is just to give them space to"},{"speaker":"Annemie Tonken","startTime":2336.22,"endTime":2340.87,"body":"vent. And then. So I love I love"},{"speaker":"Annemie Tonken","startTime":2340.87,"endTime":2341.53,"body":"that you said that."},{"speaker":"Melody MacDonald","startTime":2342.07,"endTime":2344.02,"body":"That's part of"},{"speaker":"Melody MacDonald","startTime":2342.07,"endTime":2344.02,"body":"being that detective, when"},{"speaker":"Melody MacDonald","startTime":2344.02,"endTime":2346.87,"body":"you're when you're active"},{"speaker":"Melody MacDonald","startTime":2344.02,"endTime":2346.87,"body":"listening is identifying that"},{"speaker":"Melody MacDonald","startTime":2346.87,"endTime":2350.14,"body":"there, you might pick it up in"},{"speaker":"Melody MacDonald","startTime":2346.87,"endTime":2350.14,"body":"two seconds, when you're on the"},{"speaker":"Melody MacDonald","startTime":2350.14,"endTime":2352.75,"body":"phone, that there really isn't a"},{"speaker":"Melody MacDonald","startTime":2350.14,"endTime":2352.75,"body":"problem that you're going to"},{"speaker":"Melody MacDonald","startTime":2352.75,"endTime":2355.33,"body":"fix. Like you might know that"},{"speaker":"Melody MacDonald","startTime":2352.75,"endTime":2355.33,"body":"right away. But you're right"},{"speaker":"Melody MacDonald","startTime":2355.33,"endTime":2358.84,"body":"letting them letting I love that"},{"speaker":"Melody MacDonald","startTime":2355.33,"endTime":2358.84,"body":"you said that about your kids my"},{"speaker":"Melody MacDonald","startTime":2358.87,"endTime":2362.86,"body":"minor now in their 20s, early"},{"speaker":"Melody MacDonald","startTime":2358.87,"endTime":2362.86,"body":"20s. But even still I have that"},{"speaker":"Melody MacDonald","startTime":2362.86,"endTime":2366.01,"body":"and I will even say it"},{"speaker":"Melody MacDonald","startTime":2362.86,"endTime":2366.01,"body":"transcends to your marriage or"},{"speaker":"Melody MacDonald","startTime":2366.01,"endTime":2368.14,"body":"your relationships and my"},{"speaker":"Melody MacDonald","startTime":2366.01,"endTime":2368.14,"body":"husband I have had to do it"},{"speaker":"Melody MacDonald","startTime":2368.14,"endTime":2371.89,"body":"before that that timer that I've"},{"speaker":"Melody MacDonald","startTime":2368.14,"endTime":2371.89,"body":"mentioned about let's pause and"},{"speaker":"Melody MacDonald","startTime":2371.89,"endTime":2374.47,"body":"come back with a certain date"},{"speaker":"Melody MacDonald","startTime":2371.89,"endTime":2374.47,"body":"and time my husband and I have"},{"speaker":"Melody MacDonald","startTime":2374.47,"endTime":2377.47,"body":"actually used before Not that"},{"speaker":"Melody MacDonald","startTime":2374.47,"endTime":2377.47,"body":"we're like in a heated argument"},{"speaker":"Melody MacDonald","startTime":2377.47,"endTime":2383.08,"body":"but because we're we just we"},{"speaker":"Melody MacDonald","startTime":2377.47,"endTime":2383.08,"body":"stopped active listening. And so"},{"speaker":"Melody MacDonald","startTime":2383.08,"endTime":2386.17,"body":"instead of walking away angry,"},{"speaker":"Melody MacDonald","startTime":2383.08,"endTime":2386.17,"body":"we just say okay, we're gonna"},{"speaker":"Melody MacDonald","startTime":2386.17,"endTime":2388.81,"body":"give ourselves five minutes 10"},{"speaker":"Melody MacDonald","startTime":2386.17,"endTime":2388.81,"body":"minutes and we'll come back"},{"speaker":"Melody MacDonald","startTime":2388.81,"endTime":2391.69,"body":"we've only had to do it once or"},{"speaker":"Melody MacDonald","startTime":2388.81,"endTime":2391.69,"body":"twice but it's pretty good. It"},{"speaker":"Melody MacDonald","startTime":2391.69,"endTime":2396.13,"body":"isn't. It isn't effects. I mean,"},{"speaker":"Melody MacDonald","startTime":2391.69,"endTime":2396.13,"body":"we still allow our you know, our"},{"speaker":"Melody MacDonald","startTime":2396.52,"endTime":2399.79,"body":"sure our disagreements or"},{"speaker":"Melody MacDonald","startTime":2396.52,"endTime":2399.79,"body":"whatever, but it doesn't get to"},{"speaker":"Melody MacDonald","startTime":2399.79,"endTime":2404.11,"body":"that point and I think that can"},{"speaker":"Melody MacDonald","startTime":2399.79,"endTime":2404.11,"body":"apply of that slow, you're slow,"},{"speaker":"Melody MacDonald","startTime":2404.38,"endTime":2409.72,"body":"I say slow your roll. But slow"},{"speaker":"Melody MacDonald","startTime":2404.38,"endTime":2409.72,"body":"your response is, is something"},{"speaker":"Melody MacDonald","startTime":2409.72,"endTime":2416.17,"body":"that we do in 911, almost in"},{"speaker":"Melody MacDonald","startTime":2409.72,"endTime":2416.17,"body":"every phone call it we only need"},{"speaker":"Melody MacDonald","startTime":2416.17,"endTime":2420.85,"body":"to be timed for that. Really"},{"speaker":"Melody MacDonald","startTime":2416.17,"endTime":2420.85,"body":"critical stuff that they're"},{"speaker":"Melody MacDonald","startTime":2420.88,"endTime":2424.48,"body":"like, there is no time for any"},{"speaker":"Melody MacDonald","startTime":2420.88,"endTime":2424.48,"body":"emotion other than what we're"},{"speaker":"Melody MacDonald","startTime":2424.48,"endTime":2427.39,"body":"dealing with right now. But"},{"speaker":"Melody MacDonald","startTime":2424.48,"endTime":2427.39,"body":"every other call is, let's"},{"speaker":"Melody MacDonald","startTime":2427.39,"endTime":2429.97,"body":"listen, we still need to do it"},{"speaker":"Melody MacDonald","startTime":2427.39,"endTime":2429.97,"body":"in a timely manner. But you"},{"speaker":"Melody MacDonald","startTime":2429.97,"endTime":2433.66,"body":"don't always have to respond. So"},{"speaker":"Melody MacDonald","startTime":2429.97,"endTime":2433.66,"body":"yeah, I, if you can remember"},{"speaker":"Melody MacDonald","startTime":2433.66,"endTime":2435.94,"body":"that there's lots of little"},{"speaker":"Melody MacDonald","startTime":2433.66,"endTime":2435.94,"body":"nuggets in here. But if you"},{"speaker":"Melody MacDonald","startTime":2435.94,"endTime":2438.79,"body":"could remember that one as well,"},{"speaker":"Melody MacDonald","startTime":2435.94,"endTime":2438.79,"body":"that's a that's a good one, just"},{"speaker":"Melody MacDonald","startTime":2438.79,"endTime":2443.38,"body":"to slow down, don't have to"},{"speaker":"Melody MacDonald","startTime":2438.79,"endTime":2443.38,"body":"respond right away. So"},{"speaker":"Annemie Tonken","startTime":2444.5,"endTime":2449.24,"body":"Oh, my goodness,"},{"speaker":"Annemie Tonken","startTime":2444.5,"endTime":2449.24,"body":"this has been so good. I hope"},{"speaker":"Annemie Tonken","startTime":2449.24,"endTime":2453.17,"body":"that if you're listening, you"},{"speaker":"Annemie Tonken","startTime":2449.24,"endTime":2453.17,"body":"bookmark this podcast episode,"},{"speaker":"Annemie Tonken","startTime":2453.2,"endTime":2456.59,"body":"and you keep it for yourself,"},{"speaker":"Annemie Tonken","startTime":2453.2,"endTime":2456.59,"body":"and you keep it for the next"},{"speaker":"Annemie Tonken","startTime":2456.59,"endTime":2460.52,"body":"person that you see who has like"},{"speaker":"Annemie Tonken","startTime":2456.59,"endTime":2460.52,"body":"dropped one of those mega"},{"speaker":"Annemie Tonken","startTime":2460.52,"endTime":2465.02,"body":"threads in the in some Facebook"},{"speaker":"Annemie Tonken","startTime":2460.52,"endTime":2465.02,"body":"group that you're in, because I"},{"speaker":"Annemie Tonken","startTime":2465.02,"endTime":2468.47,"body":"feel like this can be the"},{"speaker":"Annemie Tonken","startTime":2465.02,"endTime":2468.47,"body":"difference, this kind of"},{"speaker":"Annemie Tonken","startTime":2468.47,"endTime":2471.32,"body":"strategy, it seems like, Oh,"},{"speaker":"Annemie Tonken","startTime":2468.47,"endTime":2471.32,"body":"this is just like a little side"},{"speaker":"Annemie Tonken","startTime":2471.32,"endTime":2474.89,"body":"strategy. This is the sort of"},{"speaker":"Annemie Tonken","startTime":2471.32,"endTime":2474.89,"body":"foundational strategy as"},{"speaker":"Annemie Tonken","startTime":2474.89,"endTime":2477.71,"body":"business owners, that can be the"},{"speaker":"Annemie Tonken","startTime":2474.89,"endTime":2477.71,"body":"difference between you burning"},{"speaker":"Annemie Tonken","startTime":2477.71,"endTime":2482.57,"body":"out and you being able to kind"},{"speaker":"Annemie Tonken","startTime":2477.71,"endTime":2482.57,"body":"of keep your emotions and what"},{"speaker":"Annemie Tonken","startTime":2482.57,"endTime":2487.28,"body":"you need to do to manage clients"},{"speaker":"Annemie Tonken","startTime":2482.57,"endTime":2487.28,"body":"in sync. And so you know, I am a"},{"speaker":"Annemie Tonken","startTime":2487.28,"endTime":2489.59,"body":"big believer in this. And"},{"speaker":"Annemie Tonken","startTime":2487.28,"endTime":2489.59,"body":"melody, I really appreciate you"},{"speaker":"Annemie Tonken","startTime":2489.62,"endTime":2495.44,"body":"coming on and sharing your very"},{"speaker":"Annemie Tonken","startTime":2489.62,"endTime":2495.44,"body":"cool insight on like your very"},{"speaker":"Annemie Tonken","startTime":2495.44,"endTime":2498.92,"body":"cool perspective on on this"},{"speaker":"Annemie Tonken","startTime":2495.44,"endTime":2498.92,"body":"topic. And I know that there are"},{"speaker":"Annemie Tonken","startTime":2498.92,"endTime":2502.37,"body":"going to be lots of people who"},{"speaker":"Annemie Tonken","startTime":2498.92,"endTime":2502.37,"body":"are interested in bringing their"},{"speaker":"Annemie Tonken","startTime":2502.37,"endTime":2506.93,"body":"next photo emergency to you."},{"speaker":"Annemie Tonken","startTime":2502.37,"endTime":2506.93,"body":"Yeah, let everybody know where"},{"speaker":"Annemie Tonken","startTime":2506.93,"endTime":2507.68,"body":"they can find you."},{"speaker":"Melody MacDonald","startTime":2508.27,"endTime":2511.75,"body":"Yeah, you can"},{"speaker":"Melody MacDonald","startTime":2508.27,"endTime":2511.75,"body":"easily find me in some of your"},{"speaker":"Melody MacDonald","startTime":2512.2,"endTime":2516.52,"body":"Facebook groups going in there."},{"speaker":"Melody MacDonald","startTime":2512.2,"endTime":2516.52,"body":"That's where I but I'm pretty"},{"speaker":"Melody MacDonald","startTime":2516.52,"endTime":2520.84,"body":"much on Instagram, you can find"},{"speaker":"Melody MacDonald","startTime":2516.52,"endTime":2520.84,"body":"me at od Mac. It's my last three"},{"speaker":"Melody MacDonald","startTime":2520.84,"endTime":2523.9,"body":"letters of my first name and my"},{"speaker":"Melody MacDonald","startTime":2520.84,"endTime":2523.9,"body":"first three letters of my last"},{"speaker":"Melody MacDonald","startTime":2523.9,"endTime":2526.9,"body":"name. So od Mac photo, I'm on"},{"speaker":"Melody MacDonald","startTime":2523.9,"endTime":2526.9,"body":"Instagram, I'm pretty much"},{"speaker":"Melody MacDonald","startTime":2526.9,"endTime":2530.44,"body":"that's pretty much where you can"},{"speaker":"Melody MacDonald","startTime":2526.9,"endTime":2530.44,"body":"find me pop in there. You can"},{"speaker":"Melody MacDonald","startTime":2530.44,"endTime":2533.29,"body":"ask me anything about 911 as"},{"speaker":"Melody MacDonald","startTime":2530.44,"endTime":2533.29,"body":"well, every senator is"},{"speaker":"Melody MacDonald","startTime":2533.29,"endTime":2535.93,"body":"different. But whenever I bring"},{"speaker":"Melody MacDonald","startTime":2533.29,"endTime":2535.93,"body":"up my 911 career in a"},{"speaker":"Melody MacDonald","startTime":2535.93,"endTime":2538.54,"body":"photography forum, I always get"},{"speaker":"Melody MacDonald","startTime":2535.93,"endTime":2538.54,"body":"a lot of questions about 911."},{"speaker":"Melody MacDonald","startTime":2538.54,"endTime":2543.64,"body":"And I love talking about it. So"},{"speaker":"Melody MacDonald","startTime":2538.54,"endTime":2543.64,"body":"ask away share story. I always"},{"speaker":"Melody MacDonald","startTime":2543.64,"endTime":2546.61,"body":"love hearing stories, either a"},{"speaker":"Melody MacDonald","startTime":2543.64,"endTime":2546.61,"body":"good opportunity to call 911 or"},{"speaker":"Melody MacDonald","startTime":2546.61,"endTime":2550.96,"body":"a sad opportunity. I'm always"},{"speaker":"Melody MacDonald","startTime":2546.61,"endTime":2550.96,"body":"here to hear about your your 911"},{"speaker":"Melody MacDonald","startTime":2550.96,"endTime":2552.64,"body":"stories. So yeah, come reach"},{"speaker":"Melody MacDonald","startTime":2550.96,"endTime":2552.64,"body":"out."},{"speaker":"Annemie Tonken","startTime":2552.88,"endTime":2555.1,"body":"I love that. So"},{"speaker":"Annemie Tonken","startTime":2552.88,"endTime":2555.1,"body":"good. And I will of course link"},{"speaker":"Annemie Tonken","startTime":2555.1,"endTime":2557.68,"body":"your stuff in the show notes."},{"speaker":"Annemie Tonken","startTime":2555.1,"endTime":2557.68,"body":"But otherwise, it's been a"},{"speaker":"Annemie Tonken","startTime":2557.68,"endTime":2560.59,"body":"pleasure having you on. I hope"},{"speaker":"Annemie Tonken","startTime":2557.68,"endTime":2560.59,"body":"you have a great day. Thank you."},{"speaker":"Annemie Tonken","startTime":2560.62,"endTime":2564.43,"body":"Thank you, you too. Well, that's"},{"speaker":"Annemie Tonken","startTime":2560.62,"endTime":2564.43,"body":"it for this week's episode of"},{"speaker":"Annemie Tonken","startTime":2564.43,"endTime":2568.09,"body":"This can't be that hard. I'll be"},{"speaker":"Annemie Tonken","startTime":2564.43,"endTime":2568.09,"body":"back Same time, same place next"},{"speaker":"Annemie Tonken","startTime":2568.09,"endTime":2571.6,"body":"week. In the meantime, you can"},{"speaker":"Annemie Tonken","startTime":2568.09,"endTime":2571.6,"body":"find more information about this"},{"speaker":"Annemie Tonken","startTime":2571.6,"endTime":2574.54,"body":"episode, along with all the"},{"speaker":"Annemie Tonken","startTime":2571.6,"endTime":2574.54,"body":"relevant links, notes and"},{"speaker":"Annemie Tonken","startTime":2574.54,"endTime":2579.4,"body":"downloads at this can't be that"},{"speaker":"Annemie Tonken","startTime":2574.54,"endTime":2579.4,"body":"hard.com/learn If you liked the"},{"speaker":"Annemie Tonken","startTime":2579.4,"endTime":2582.94,"body":"podcast, be sure to hit the"},{"speaker":"Annemie Tonken","startTime":2579.4,"endTime":2582.94,"body":"subscribe button. Even better,"},{"speaker":"Annemie Tonken","startTime":2583.12,"endTime":2586.78,"body":"share the love by leaving a"},{"speaker":"Annemie Tonken","startTime":2583.12,"endTime":2586.78,"body":"review in iTunes. And as always,"},{"speaker":"Annemie Tonken","startTime":2586.96,"endTime":2590.47,"body":"thanks so much for joining me. I"},{"speaker":"Annemie Tonken","startTime":2586.96,"endTime":2590.47,"body":"hope you have a fantastic week."}]}