The Disney Superpower with Louie Gravance

Our guest this week is Louie Gravance, author of the book Service is a Superpower: Lessons Learned in a Magic Kingdom.  We talk about how to apply the lessons of Disney's customer service to every aspect of your life.

Follow up with Louie at his website.

As always, if you like our podcast, Rate, Comment and Subscribe on Apple Podcasts, Stitcher, Spotify or wherever you get your podcasts. And tell your friends! If you don’t like our podcast, then keep it quiet, I guess.

Our Hosts:

John Tesh: Instagram: @johntesh_ifyl facebook.com/JohnTesh

Gib Gerard: Twitter: @GibGerard Instagram: @GibGerard facebook.com/GibGerard

For more information, and to sign up for our private coaching, visit tesh.com

Our Hosts:
John Tesh: Instagram: @johntesh_ifyl facebook.com/JohnTesh
Gib Gerard: Instagram: @GibGerard facebook.com/GibGerard X: @GibGerard

Transcript

Unknown: 0:07

Louis, hello and welcome to another episode of intelligence for your life. The podcast. Our guest this week is Louis gravance. He is the author of service is a superpower. Lessons learned in a Magic Kingdom. We are going to talk all about all the lessons that he learned from Disney about customer service, but how to apply them, not just to customer service in your life, but to all areas of your life. And just how to take that next level, that next you know how Disney, when you're walking around Disney that has that, just that next little touch, how to apply that to everything in your life. So that's coming up in a second. We also can have two quick pieces of intelligence. Here we go with two quick pieces of intelligence you can share with your friends. Forget having cereal for breakfast. It actually makes the perfect bedtime snack. I like cereal any time of day. The carbs in the cereal increase levels of the brain chemical serotonin, which makes us feel happy and relaxed. And as far as the milk in your cereal, well, it has the amino acid tryptophan, which your body uses to produce the sleep regulating hormone melatonin. But in order for tryptophan to make you sleepy, it first has to come across as to make it across the blood brain barrier, which it can't do on its own very well. It needs the help of the carbohydrates which the cereal has, plus there's calcium and magnesium and milk too, both of which are calming. Put it together, and cereal with milk makes a great bedtime snack. You know what? Folks, I will have cereal literally any time of day. It is my favorite snack. Middle of the day, I had zero for lunch today. So you know, just want, you know, I'm an early adopter of this. Here's one more with all the time we're spending on our devices these days, almost everyone experiences occasional eye strain. I had to change my contact brains because of this. We can get rid of it with a pinch, though, literally, just use your fingers to pinch the flesh at the top of your nose, between your eyebrows. There is a natural acupressure acupressure spot there called the third eye point, and practitioners say that if you firmly pinch the spot for 45 seconds. You'll increase blood flow to the eyes long enough to help them feel less irritated. Try it pinch your third eye point to combat eye strain. Okay, folks, here is my interview with Louis gravance. Louis gravance, author of the book, service is a superpower. Lessons learned in a magic kingdom. Thank you so much for giving us your time today. We really appreciate it. It's really my pleasure. So okay, you have this book, and your mandate we were talking before is about giving people the opportunity to learn the lessons of of your you know, the giant organization that you worked for. I don't even know if we're allowed to talk about it, but the word Magic Kingdom is in your is in your title. So you know, you designed the training for for Disney's World Resort. And I have to say, like I love, I love theme parks. Love amusement parks. Amusement parks. There is something and I'm not alone in this. There is something magical that Disney is able to provide that I can't put my finger on in terms of what makes it different from going to other places, but it is patently different. It's both in the design of the layout of things, like the way that the way that your eye moves from, you know, style to style as you turn corners, and all of those like little nuance things, but also in the service and you really, your mandate is to provide the lessons from that, and so that anybody can provide that level of magical service. I mean, I guess the the only question I have is, how do you do it? Like, honestly, how do you how do you get what is the secret sauce? The first of all is to realize something we're really clumsy about. I think, as Americans, I believe, I've come to know is we're not good with the the concept of empowerment through service. We don't this is something that we're not good at. And just because Disney came with it, a language of magic, a language of believing, a language of wishing upon a star. And then, interestingly, Gib the initial people that created this kind of training came from the military. So you had people that knew how to create culture, and they knew how to create it fast. And then with it came this language of making dreams come true and creating magical memories. And you put those two together, and that was really came, that really became the skeletal foundation of what was originally known as the University of Disneyland and and I spent 25 years at Disney, and I am on the east coast with the Walt Disney World Resort. And nobody starts being a trainer there, you know, I was a child actor until I became too hairy to be one, and then just lost everything, which is sort of why the book is prescient. Because what I talk about is how, you know, I, I was on TV for 12 years, lost everything, couldn't play kids anymore, and I became a waiter. You. And a lot of people right now might be finding themselves in situations where they have jobs or tasks that they did not anticipate, right? But this is where I learned that service was a superpower, and I had no waiting skills, and I knew, and I was kind of clumsy, and I knew I was going to be found out. I thought, I better, I better act like I know what I'm doing. And I thought, You know what? I'm going to act like I work at Disneyland, I'm going to be so gracious. I will be so overly nice. I will gesture with an open palm. I will be that nobody will notice what a lousy waiter I still am, because I don't really know what I'm doing. And it worked. And after about three years of acting like I worked at Disneyland and understanding the power of service, I get this call out of nowhere asking if I want to go work at Disneyland as a as a singing mortician outside of the Haunted Mansion to entertain guests in line. And then one gig led to another, because you could really, you know, you dreams really do come true at the Walt Disney organization, and I ended up being a performer in Florida before I became a trainer, you know, everybody starts their first day at the Disney university, at this class called traditions. And for many 1000s of people, I was the human bazooka of pixie dust. That was, you know, just, you know, unleashed, like the Kraken on these, on these people. And what we did was also to your to your question, is we invited people to believe, we invited people to be part of a narrative. And when you walked in that training building, we made sure that there were artifacts from TV shows and rides and movies from every generation, from every so that there was something that immediately would emotionally connect you, either with Walt or the brand, or the first time you saw one of the movies. And that's where we started. And then, you know, it's about also bringing the power of good to business. And Disney's lucky, because they have that magical lexicon that they don't write. You know, I thought I want to take all the stuff I learned at Disney when we start consulting other people, when I went to work at the Disney Institute and did the training for businesses. And I wanted to take that and the spiritual teaching that I had done in my private life and personal life. And I wanted to put those two together, you know, in my in my endeavor to explore empowerment through service, and the power that there is in moving your life forward through serving something other than yourself and serving customers exceeding expectations, yeah, and there's something kind of brilliant in what you're talking about, and what Disney as an organization does, you know, you talk about, you talk about how you just, how the how they give you a relationship to the brand as soon as you walk in on day one. And I'm pretty sure this is true, or it may be apocryphal, but I'm pretty sure this is true that every CEO has to spend a day in the Mickey costume, not in the Mickey costume, but they do have to go to that first class, and they've got to sit next to who's ever going to play Alice in Wonderland, who's ever going to be a custodial person? And they've got to sit through the class, and they got to leave the phones out and and that's where we learn how we because we we flatten the hierarchy on that, right? Everybody starts at the same place. Everybody learns that the four most important words are safety, courtesy, show, efficiency, yeah, in in that order, so that there's a common language, and most of them loved it, right? Well, because it connects you to, you know, where the quote, unquote rubber meets the road. So no matter where you are in the organization, you understand the value of what and you you say, like, obviously Disney has this advantage and that it has a magical lexicon, but you're connected to that magic from from minute one. And while I love that about Disney, and I think it is, it is unique, I do want to get into the idea of, okay, I sell Plumbing Parts. How do I connect to the magic at every level of my organization in order to make that work? Or, I mean, I love your story about being about, you know, faking being a waiter with superior service. The irony being, by providing the superior, friendly service, you actually make yourself a great waiter, not to jump the lead there, but the but how do we? How do we as as we've lost our jobs, as we are reframing the jobs that we do have and trying to get more economic activity out of fewer clients? How do we begin to apply that magic to every area of our lives, or to realize, yeah, that's fantastic question. We have to realize that it's not what we're doing, it's what we're being and what we everything that we selling or providing has an emotional backing that we're probably ignorant of or not ignorant of it, but we've let go. So, you know, one of the things I also helped do was I opened up one of the Harry Potter worlds in Orlando, the shop where the magic wand experience happens for the wand select the child. I don't know if you know much about Harry Potter. I mean, I know a lot about Harry Potter, but I've actually, believe it or not, never been to the world yet, and it's something I want to do. Well, what we did was we replicated they, I should say they replicated the scene precisely that goes on in the book, in the movie where the one picks the child, and we replicate this. And you walk in and it looks exactly like it does in the movie. You're hearing the same music that you're hearing in the movie. The scene is played out. Ollivander comes out and does the scene precisely, picks a child out of a very small group. They do the scene precisely as it goes with Harry. You know, there's two misfires, and then when the child touches the one that has selected them, the entire room lights up, and this heavenly chorus comes out of nowhere and and their hair starts to fly up from from air ducts under the ground, and and the one keeper goes, Oh, this wand is chosen you. And then that, you know. And then they play the scene out exactly. And then, and then the attendant walks the family out and says, Congratulations on being selected. Will you be purchasing your wand today? Now we have to realize this is a stick of $55 you know, I know. I know. So what we think we're selling and what we're really think of all the people that will never be thanked, that touch, that stick, that are part of the process from turning it from a stick to a wand at Disney, we used to say, Okay, what kind of do we can have? Is it going to be magical memories, or is it going to be robots and rubber heads? Because it's both. So the first thing we have to do is realize that there's always an emotional backing of what it is that that we're providing and selling, and everybody should think of themselves. I've been saying this for years in my talks and seminars. We've all been self employed for a long time. That's imposed, it or not important. My buddies who were in sales, and when they first started in sales like, I mean, I couldn't do what you do. I couldn't be a salesman. And their first line to me was, everybody is a salesman, and the sooner you realize that, the more successful you'll be. And all super important, show business, right? There's no business but show business and and that's why it's part of there's a workbook in the book that I wrote, you know, the 10 skills of the service superhero when you're in a ditch and you've got to climb out and say, you know, first of all, a lot of people right now that are trying to reinvent themselves have 15 important things to do, and when you have 15 important things to do, it's hard to get to the first one. So at Disney, we would isolate and identify, identify what we call win, what's important now. And usually that is the thing. And this is what I would tell people, when you're, you're, you know, maybe you're, you're back playing Nintendo like I have been for a little while, where I hadn't for years, and you've got to get you got to get back into that sink, back into the sink, literally do the first thing that is physically in front of you, even if it's just cleaning the keyboard, to the computer, anything that moves forward. And the other thing that you're not going to want to do, you know, this whole we're working from home. I love how everybody talks about working from home, like it's easy, like, Okay, well now we're just gonna start working from home. There is a discipline to working from home. And it took me three tries, I would get reabsorbed into Disney, or I'd get reabsorbed into a company like universal. It took me three tries, and I outlined this in the book. And one of the things that you do, just like Disney would say about costuming, if you're gonna work professionally from home, right, right, right, right, right, you have to costume yourself professionally. There's, actually, there's a term for that. It's called enclothed cognition. Really, I should know that, yes, clothes cut. Oh my. So that's where you you embody the values associated what you're wearing. Be ready for something great to happen, so you could walk out that door at any moment. But you know what else, though? Gib it sends a message to the other people in the house, and this is another thing I want to hit on, which is that it's real easy for the family right now, especially if you're keeping in your pajamas or your casual wear to think that we're in perpetual weekend, so that when you do have to work, it's the family members that you're suddenly you know you you're either barging in their day or your or they yours. You being dressed for work sends a message about compartmentalizing the day, and will also change the way that they treat you working at home? Yeah, I mean, I think that, and I think that's accurate. So like, if you're if you're trying to find a new job, or you're trying to build a consulting clientele Rolodex, or you're trying to turn your current job into more responsibility. Whatever while you're going on the job boards, put on the suit you would wear for the job interview, get dressed like you're going to work, do all of those things so that you that you approach it as though this is your work, and it will change the perspective you have on on what you're doing. And I tell people roll their eyes when I say that, and I can only speak from my own experience about the difference that it made. It was part of creating structure. And people right now are trying to create a work structure from home like they never have before. Yeah. And so again, you know, I for years, you know, companies would come to Disney and would lay out, well, now you need to do this. And this how you need to set up your, your service culture and this. And I thought, you know, people should have this, you know, see people who are self employed, and since we're all self employed, everybody needs a service theme, right? That moves Yeah, and that, that moves them forward. And can, can use these principles, but we have to harness this thing that all that is given is, I'm sorry, I'm going to get kind of metaphysical and pixie dust on you. All that is given is ultimately given to ourselves. There is, it is virtually impossible to exceed a customer's expectation and not exceed your own on some level, whether you can see it in this this measurement of time or not. You know, the cause and effect of service is, again, something that we're you know, there's so much data on what service will do for your company, like, there's just so many metrics about, you know, if you can get your customers to rate you at 90% what, what it will mean to your to your bottom line? I mean, the the metrics are very, very precise, but yet we have no metrics about, what does it do for the person providing the service? Is there, you know? Is there a benefit? Does it swing back? What does it do for the way the person carries himself? What did you know? Is there a causal effect reality to service. And I think there is, I seen it in myself. I seen it through the people that have worked through the Disney organization. And hopefully, you know, both these things, the Disney name, will give me credibility to share this, this, this concept I've had for years that I learned from myself. Yeah, I mean, and again, you know this, this idea that we are all self employed in and how and how valuable the notion is to what you're talking about. Of you feel better when you provide great customer service. You feel better when the person that you're dealing with walks away happy and doesn't feel fleeced. Now, there are sociopaths in business, right, who just love feeling like they're winning at every deal and making the other person feel like they're losing, like those people exist. But for most of us, you know the key to good salesmanship is to see the need and good invention and good corporate sponsor and good corporate relationships, is to see a need that you are filling for your customers, and that and the joy you get from that, you just wait exactly what you said. Nobody is looking nobody's sitting around going, you know what? I'd really like to hire more people I really need right? But they are saying, I have problems that need to be solved. And then that's another great way to think about yourself as you're going into the market, because you don't want to look desperate and you want Don't you want don't want to feel desperate. So realize that you have the ability to solve somebody's problem, and the way to get your hand together on that is, think of a client, wherever you've worked before, a client, or a boss whom you've exceeded their expectations in the past, somebody that has seen you as successful. Connect with these people, if for no other reason besides the obvious that the potentials of networking, you need to see yourself through those eyes. You need to see yourself through the eyes of people that know you as successful, people who have had good dealings with you. And this is the same that's true right now for for businesses that can't connect with their clients, or don't feel like they can, this is where the social media thing might actually be a sword that could cut to our benefit, in that this gives us a great opportunity to find, Locate and communicate our super fans, are super fans and and again, communicate. You want to communicate with people that see what your best. But also, very few small businesses don't have a way to personally knock out a 45 second video to their their super fans. They're, they're, they're most loyal contacts. And you, what you want to say is, you might, you know, you have to realize that you're still relevant, even though you might not be practical. So, and there's a difference, because people right now are all afraid that, oh, my business is going to be relevant anymore. You're still relevant, you just might not be practical. And so you want to. Communicate that to your super fans, that when you're ready, when they're ready to come home, you're ready, which is why Disney opened when it did in the way that it did, and why, you know, they had 10% capacity and were losing money being open. They needed to show the world in various ways that when you feel comfortable coming home, they're going to be ready. And we need to be doing that as small business owners. But again, if, if I'm thinking of myself as self employed for the first time, start an outreach with people, even if it's a teacher, if you're a young person, teachers that saw the best in you, counselors that saw the best in you, coaches that saw the best in you, connect with people that have seen the best in you. Wow. I mean, and that's it's super important right now, right? Like, for even if you don't run a business, you know, you said you have super fans. Find those people that and you are, you are you are needed. What is it? Was the word needed? Not just not relevant right now. What is this? You might not be practical. Practical. You're relevant. You may not be practical. Yes, so I love that. I love that distinction. And I think there's a lot of people right now whose jobs they have lost, you know, who have lost jobs, who are trying to again, reinvent themselves, who feel like I know, even if you understand that you lost your job because of a pandemic. Even if you understand that you lost your job because of an erosion of revenue, you still feel you can know it in your head, but in your heart that really hurts and and I think, like, first of all, it's a great reminder. And then what I love about what you're saying is this active, emotional reminder of your intrinsic value. So that, I think is fantastic. Like calling up that coach, finding that person who you were successful for the most. Maybe it's, maybe it's the boss of your summer job in college or whatever, and connecting with them about the work that you've done that has been relevant and needed and necessary in the past. And look at, look at the eyes, you know, like they say this, you know, look at the eyes, through the eyes of somebody that loves you. You know, it's, it's sort of an extension, it's an extension of that idea. But it's going to be vitally important, I think, because there's going to be people that found themselves in the situation I did, which you might find yourself in a job you didn't necessarily want right at this moment, yeah, the most important thing is to not blow it off, no matter what gig. For lack of a better term, you get be great at it, yeah, be beat. I mean, just be you know, we've all had the Uber driver that's just magnificent, right, right? And the thing is, is excellence seeks and finds other excellence. Gib when you never know who you're serving when you're serving them, but excellence always seeks and finds like minded people. And that's the other thing to remember, is that you don't have to invent an answer. You have to discover the one that's already there. That's a great it's, you know, that's a truth in all of our our myths and our and our and our Disney fairy tales and fairy tales in general. It's like, in the Wizard of Oz at the end, you know, it's like, What do you mean? She could have gone back to Kansas anytime she wanted. Right? What do you mean? What do you mean? Are you allowed to make reference to MGM movies? As a former Disney employee, Is that even legal? Well, when I worked, there was Disney MGM Studios on cover. Man, wow. But the idea is, the concept is, you know, truth is not a matter about or success isn't necessary, or happiness isn't about finding something that you don't have. It's a matter of accepting something that's already truth. And this is a line that runs through our great faiths, our great religions and our great fairy tales, it's about accepting something that's already there somewhere, and at that point, it might be great to embrace our ignorance at this moment, because you can't put a ship in a bottle until it's empty. So it might be good to just take a moment and realize I don't know what I'm gonna do for just this minute. Can I just sit here and not know and just sort of embrace the fact that, you know, I'm falling in and yeah, I'm gonna put out the parachute, but it for a minute, it's okay to realize that you just don't know everything at this moment. I mean, gosh, yeah, it was so funny is, you know, this was supposed to be a conversation about about how to use corporate practices to improve your own personal role in the marketplace and in the job marketplace, but really at its core, and then what you're telling me is that it's about being personally empowered and being and finding that excellence and that care in everything you do, and that leads to the Excellence in the marketplace, that leads to the connection that you're talking about with each individual COVID. Customer. So whether that customer is a potential HR representative that's going to hire you or or whatever that may be, we should see these things as being connected. Yeah, we should see these things as being connected. We create, you know, customer service code language, because we're not really comfortable with talking about the emotion. The first consulting I got a gig I got after Disney was to rewrite the training for Bank of America, and I'm allowed to say that I mentioned them in the book, and that was the whole idea, how are we going to bring emotion to the banking industry? And what was amazing to me was that they had not done what Disney had done in that they had not mined their story. They had not mined their truth. When you come into Disney, man, you know, we tell you everything about Walt that we can and we I would even reignite his reenact is what he said the last night he was alive. Well, I was amazed that people that worked for Bank of America had no idea how it got started. Who started it, that it was some guy that went door to door in San Francisco checking the calluses on people's hands to see if they really went to work. They had this amazing narrative to invite people to board that had never been mined, and they they didn't know how to talk about it. They didn't, they didn't know they they didn't know how to talk emotion in banking. And so we created a program called the Bank of America spirit, another word they had never really used, but they found great power in it. They had tremendous results, you know, on a practical and fiscal level as well. You know, what's funny is, I'm thinking, as you say that, and I'm thinking about other brands in banking that have managed to do what you're talking about. And like, you know, Wells Fargo did such a good job of it in just the one image of the stagecoach, the stagecoach vault taking currency from one frontier outpost to another. And like, you get a sense of the history of the brand from that. And obviously, like the the Madison Avenue, people stuck with that for a very long time. So there has to be value in that, in that they were able to figure out that that's that that's resonating with people, and that is kind of, that's kind of the genius of what you try to do at Bank of America. Yeah. But see, this is the thing is these great brands realized for years that this kind of psychotechnic worked with their audience and worked with their customers, which is why it amazed me, and continues to amaze me, how sloppy they were at messaging internally. Yeah, that they this. This is, you know, this is, you know, one of my missions right in life, and but, yeah, I do, I do want, and I don't, you know, I don't like to get and I do not traverse into religion, but I want people to bring their spirit to work and invest in their spirit and realize that an investment of yourself is an investment in yourself. And so, yeah, that's why I was saying. I was able to sort of use the Disney Magic speak to get people in a context where they could ingest the rest of the message. It's sort of a covert metaphysical message, right? But Louie, to your point like so we need to be doing that. I mean, maybe I'm speaking ahead of you here, but don't we need to be doing that for ourselves, right? Tell our own origin story. Rekindle our our own, you know, all like, that's the point of talking to that old coach or that boss that you had, you know, your summer camp job would have, what have you, and and, and finding that intrinsic value, again, in the sourcing of your own story. That's why I created a workbook with 10 Steps about how to start and how to create your own personal mission statement using the correct that words of value, all the things that we would tell industries, you know, we can do as individuals. And you know, there are 1010, skills of the service superhero, and the first one is serving with intention and creating your intention. And that's all the training is at Disney. The first day is setting intention. And so that's the first step, and the last one is remembering, remembering with who you are and what you're willing to be, and and the ingredient that runs through all of them is humility. Yeah, it's that's the the the pixie dust, if you will, that makes all the other skills work. How do you So, how do you balance humility and aspiration? Because you know, you talk about this idea that that you need to like you. You have an excellent story. You were a performer, you ended up waiting tables. Not an uncommon path in the performing arts to wait tables between gigs. Obviously, it's a trope, and then you turn that into an understanding of service, then you get but you happen to go to this organization that is multifaceted, and happens to i. Have its touch points be the performing arts, so then you're able to bring that performance back, so that part of you didn't have to die. And there's a lot of people who are in jobs right now who are taking the taking jobs or doing work because out of necessity, with a dream that they're completely disparate from the dream inside of them. And so I guess two questions, how do you balance humility with wanting something different for yourself? And then how do you believe that you can find that spark, that kindling of inspiration in any job, like if I'm cleaning toilets, can I? Can I feel like a performer while I'm cleaning toilets? Well, we were, we were able to do that pretty well at Disney with the custodial people, you know, and part of that is feeling that you are moving any narrative forward. Some people, sorry, yeah, that's totally cool, but that's an, I just wanna say that's a very interesting balance that you just mentioned that that that that balance of, what I call it is of doing and not doing at the same time. It's, you know, it's sort of the martial arts concept of when to have great power by by doing nothing, and the balance of using force at the correct time and creating and creating that balance, and being part of, you know, and being part of a rhythm that's always going on, you know, you sort of, you'll have to think, somewhere somebody has figured this out, what I'm Trying to be, what I'm trying to do. There's somebody here on this planet, even close to me, that has the consciousness I'm trying to get so. So the idea is somebody is, somebody's figured out how to think about this. And for some of us, for some of us, it's easier to act our way into a new way of thinking. And for some of us, it's easier to think our way into a new way of acting. And I think the first thing is realize which one of those people you are, interesting. Interesting, you know, yeah, so. So for some of us, we have to mentally prepare ourselves and imagine ourselves in that position, and then our behavior will follow. And then you're implying that for other people, it's the opposite, that you have to start behaving a certain way, and then your mind realizes that's what you're doing. See, that's, that's the way I My mind has to work. That's the balance that I have between mind and body, that i Yes, I have to, I have to physically. I have to, I have to make some movement. I have to. It's easier for me to to think, to act my way into a new way of thinking, than to and I, you know what I love? I love people that have the inner serenity and that power, that can think themselves into a new way of acting. That's that's tough for me. I mean, I try to go over those skills in the book as well. That doesn't come as easy to me. You know, like there's people that when they want to find, here I go, in a metaphysics skin, but when they want to reach their true core, there are people that are really good at meditating and finding that center. And then there's people like myself that have to make some sort of sound, right? You know, either through, you know, chanting or some sort of rhythm. So it's a real left brain, right brain situation, left soul, right soul equation, yeah, yeah. I mean, I wonder, I wonder if that, if there is a way to if people do, actually do have a way for people to figure out which version of themselves they are, as I know so many people, there are like, there's lots of there's lots of like gurus who will tell you, take that first step, and that is definitely your MO right, is take that first step in embody in cloth. Cognition is part of this right where you you dress and you prepare your day when working from home in the same way that you would if you were working in an office, you act as if you work at Disney while you're while you're waiting tables, and then you are, next thing you know, you end up working at Disney. But then there's the like you said, there's the other people who meditate on the concept and internalize it into their subconscious mind, and from there, their behavior is adjusted accordingly. So I guess is, do we know? Do can you know without just dipping your toes in the water which version you are, and is there a risk in just assuming you're one or the other and seeing how it goes? You know, I, I have not considered that. I've not considered what would be, and I'm sure somebody has, it's got to be some sort of personality test that would that would indicate I'm not schooled in any method. That would tell me that, right? I. Say when in doubt move forward. When in doubt move forward. Now, remember, I also said something about embracing ignorance, because that's part of the balance is, is, again, it's that, it's, it's moving and letting go at the same time and finding, finding that that point in the metronome where you're right in the center, yeah, yeah. I mean, I guess, like, again, I think, I think this is part of, I think you just do stuff, man. I think, I think you just got to do, like, you've got to, you've got to start applying these principles that you lay out in your book and and act. I think the acting thing, acting as though is, is really, really fun, fundamental, and if you don't know what you are, I think that's the shortcut, you know, I think, I think for people that are mental, that they, yes, they can figure that out, and they can do that in their mind. But for for, I think for most of us, even for the people that end up being those mental people, it's important for us to just start somewhere and like your thing, clean your keyboard if you have to just to start your day, you just use the right word a moment ago, being and I'll hit that again. It's not what we're willing to do. It's what we're willing to be. And isolating and identifying the difference between that. There's a difference between what we're doing and what we're being and to your to your explanation, there's, there are people that clean up after the parades. In fact, if you're gonna, okay, here's a perfect example of that. When you're going to be a trainer, like I was at Disney for several weeks, they have you do tasks. They Have you cleaned up after the parade. They have you clean hotel rooms. They have you work in the laundry for all the hotels. Which is amazing. And one day, is that amazing? Does it sound amazing? It was amazing. That's a day I'll never forget. So one day, I'm supposed to go behind Tomorrowland and make pizza with this lady the Tomorrowland terrace, who I find out for 19 years, all this woman has ever done is work backstage at Tomorrowland terrace making pizza. Now I was pretty cocky, because I just finished the laundry and the cleaning the toilet. So I thought, Okay, this is sweet, and I'm humming to myself. And it was sort of like that, that Lucy show, you know, with the candy where things roll out. You had the paint brush, and you had, you had the dough would come out on the sort of conveyor belt thing, and you paint it, and then you throw cheese on it, you'd send it to the left, you'd send it to the right. And I'm just treating it like a video game, and I'm having a great time. And this lady who's done it for 19 years is watching me just sort of be flip about it. And she comes up and she goes, honey, honey on baby. She goes, You got to get that cheese all the way around that pizza real even, because if you don't, it ain't gonna be good show for my guests. This woman never interfaced with a guest in 19 years, and yet she knew the difference. She she wasn't just making pieces. She was part of creating this this experience. She was part of putting on this show, and she knew it. She knew what she was being and it was something I never and I've got I write that story in the book. As a matter of fact, it's like, you know, just like, what are we being same as, is it a stick or a wand? Yeah, a lot of this is a state of mind. So if it's Plumbing Supplies, it's not, it's not, it's not Plumbing Supplies. It's not an O ring. It's, you know, it's, it's, it's a conduit sealer. You've got to look at yourself as, as doing, as acting, as though what you're doing adding that extra bit of importance to what you're doing for the end customer experience. So whether that's HR, whether that's your direct supervisor, whatever that is, I think that's health and safety to the people that you're serving. Yeah, with that, with that, with that plumbing you're enriching. This is what I always, you know and like what I tell people that you know work in banks. It goes right now, somebody's got a business, somebody's bringing a baby home from the hospital, somebody is getting treatment they need. Somebody's seeing something they always wanted to see because of you. And when was the last time you even thought about your job in that way. Right? When was the last time you ever stopped for a minute and thought about the lives that you're changing every day, every day, every day, every day, and not aware of it? You know why? Because there's a difference between a task and a job. This pizza lady knew the difference between her task and her job. There's a great wisdom in that. And this is what I try, also try and do in the book, is, how do you isolate, isolate and identify the difference between your task and your job. I mean, I don't know how you how do you do it? Well, exactly what, exactly what we're talking about, find the emotional backing of whatever it is that that that it is that you're. Selling or providing, you know, if it's food and nourishment, if it's medicine, whatever it is, right, safe, transportation, fulfilling, you know, like Disney is not shy about saying that their product is happiness. That's that's their core product. We sell happiness. You know, that instead, Rosa is going to give them a run for their money. Anything? Yeah, I think Netflix is Disney's competition. It's a It's Pfizer, yeah, yeah, yeah, but you know, but also, Netflix is selling good living, yes, and right now, in interesting way, they're selling safety and security and right people stay home and watch it, right? Yes, yeah. Well, I mean, I look, I love, I love this concept, and I think, I think it gives us such a great tool for us to reframe the environment that we're in in a way that allows us to, I mean, if nothing else, it allows us to mentally retake control over our circumstances right now. And I think that, in and of itself, is incredibly valuable. The book is service is a superpower, a link to where to buy in the show notes. Louie, I know you're I'm gonna let you go here, but I got to ask you to two more questions, aside from the book, where can people follow up with you? They can find me at great keynote speaker.com because that's the domain I own. A great keynote speaker.com and, and, and you'll the opportunity will arise, but also Amazon mascot. I think you need to get it like pretty much anywhere online, but but the easiest place. And I think to be honest with you, Amazon has it on sale right now, so link, link to the book in the show notes, and also link to great keynote speaker.com in the show notes. One last thing, and I ask it to everybody, what is one thing we can all start doing today that will make our lives a whole lot better. Turn off the television. I love the TV. Why? Why? Why are we turning off the television? Oh, because it's just yelling at us right now. And you know what else it's doing. It's playing on and it's playing on our fears as opposed to our values, and that's what that's what it's doing right now. And because we're all we're, we have a shared context right now that we have not had since 911 where everyone in one way or another, whatever they're doing, breathing, being, is being colored by one single thing. So we have a shared context, right? Fair enough. Very true. All right. Well. Louis gravance, thank you so much for your time today. I really appreciate it. Thank you for being so gracious. That's it for our show today. Thank you guys so much listening. If you like the show, please rate comment, subscribe on Apple podcast, Spotify, Stitcher, wherever you get your podcast, it helps us out a lot. Folks, if you want to find us, you can find us at facebook.com/john, Tesh. We go live there all the time. We're always updating, putting videos and stuff. It's a it's a good time, so go ahead and check that out. John is also on Instagram, at John Tesh, underscore, I have Well, I am Gib Gerard. You find me at facebook.com/gib, Gerard, or at Gib Gerard on Instagram and Twitter, I try to respond to every message, every DM, every mention of the show, especially because I do the show for you guys. So thank you so much for listening. You.