The Human Diagnostic
Looking for honest stories about people, not product reviews? You're in the right place.
The Human Diagnostic isn't a how-to HVAC podcast. It's what a 45-year Master Technician notices about people after 90,000 service calls across gas plants, oil rigs, hospital preservation systems, high-rises, feedlots, walk-in freezers, and residential homes all over Central Oklahoma.
Hosted by Dave Hartzell, each episode tells a real story from a real service call. Sometimes he's driving to the job and predicting what he's about to walk into. Sometimes he just left and he's still working through what he saw. Either way, the story turns out to be about more than HVAC.
Topics you'll hear across the season:
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The customer nobody wanted to take, and what changed when someone finally did
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Why the person researching their broken AC at midnight isn't being difficult, they're scared
β
What 45 years of walk-ins, weddings, funerals, and broken water heaters teaches you about anxiety
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The tech who can fix anything but can't explain it, and why the customer doesn't trust him
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The review you can't place, the moment you never forget, the call that changed how you work
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What gets lost when we treat people like tickets, and what gets found when we don't
Whether you fix things for a living, manage people who do, or just like good stories from someone who has been everywhere and met everybody, The Human Diagnostic gives you the part of the job that never shows up in an invoice.
π Proudly based in Kingfisher and serving Edmond, Guthrie, Yukon, Mustang, Piedmont, Logan County, Canadian County, Blaine County, Major County, Garfield County, and the greater Oklahoma City metro area. Hartzell's Heat & Air blends old-school integrity with cutting-edge technology, from digital diagnostics to smart-home HVAC integrations.
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Every call is a story. Every story is a person.
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The Human Diagnostic
Why Good Intentions Never Insulate the Attic
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I have a customer who has been telling me for four years that he is going to insulate his attic. The materials are on his garage floor. Two pallets of R-49 batt, a roll of vapor barrier, a box of staples, safety glasses still in the plastic. Bought in March of 2022. Every maintenance visit he points at the pallets and says, that is the project for this fall. It is never that fall.
He is a smart, organized engineer who runs a team at a plant outside Edmond. He is not bad at his job. He is bad at this project specifically. There is a name for it. Peter Gollwitzer studied the gap between what people say they will do and what they actually do. Strong intentions predict only about a quarter of real behavior. The fix is an if-then plan that ties the action to a specific cue.
This is me, in Central Oklahoma, talking about the projects that live on the garage floor for years, and the small trick that actually moves them.
Core line: "The goal is real but it lives in a different cognitive layer than the actions that would fulfill it."
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I want you to take a second and just um picture that one lingering project currently staring at you.
SPEAKER_00Oh, everybody has one.
SPEAKER_01Right. You know the exact one I'm talking about. It might be like a stack of half-sorted boxes sitting out in the garage.
SPEAKER_00Or a perpetually open browser tab for a certification course you meant to start last spring.
SPEAKER_01Yes, exactly. Or just a stubborn bullet point on your to-do list that you've been carrying around for months.
SPEAKER_00Or if we're being completely honest with ourselves, maybe years.
SPEAKER_01Aaron Powell Totally. It just sits there in the background of your life, quietly judging you every time you walk past it.
SPEAKER_00Aaron Powell It is a profoundly universal human experience, and the psychological weight of that silent judgment is well, it's surprisingly heavy.
SPEAKER_01Yeah, people carry immense guilt over these unfinished tasks.
SPEAKER_00They do. They often assume it's a personal failing or, you know, a lack of discipline.
SPEAKER_01Aaron Powell Well, today we're doing a deep dive into a really fascinating reflection that gets right to the underlying mechanisms of why those specific projects just sit there.
SPEAKER_00It's such a great piece.
SPEAKER_01It really is. The source material is a piece titled The Customer Whose Plans Outweighed His Days. And what makes this source so compelling is the author.
SPEAKER_00Right, because he's not an academic.
SPEAKER_01Exactly. This isn't a paper written by an academic observing behavior in a controlled laboratory. It's written by Dave Hartzall.
SPEAKER_00Who is a master HVAC technician.
SPEAKER_01Yeah, based out of Kingfisher, Oklahoma. And he has spent 45 years in the trade.
SPEAKER_0045 years? Just think about that.
SPEAKER_01I mean, he has spent over four decades inside people's homes seeing the unfiltered reality of how they actually live behind closed doors.
SPEAKER_00Which is such a unique vantage point.
SPEAKER_01So our mission for this deep dive is not to talk about home improvement today. We are unpacking the hidden psychology of why we fail to start and the invisible baggage our everyday chores are secretly carrying. Okay, let's unpack this.
SPEAKER_00The vantage point Day has as a service technician is uniquely powerful because, you know, he is observing a very specific behavioral pattern out in the wild.
SPEAKER_01Right, unbothered by the artificial environments of a clinical study.
SPEAKER_00Exactly. What makes his writing so brilliant is how perfectly his boots on the ground observations map onto decades of dense, rigorous psychological research.
SPEAKER_01Research regarding human intention and behavioral science. Yeah.
SPEAKER_00He spots the exact moments where our cognitive architecture breaks down in everyday life.
SPEAKER_01And Dave paints a very vivid picture to illustrate this breakdown. He tells the story of a specific customer of his.
SPEAKER_00The engineer.
SPEAKER_01Yeah, an engineer in his late 40s living just outside of Edmund, Oklahoma. By all accounts, this guy is highly successful.
SPEAKER_00Very successful.
SPEAKER_01He manages a small team at a manufacturing plant. He is sharp, he is organized, and he clearly knows how to execute complex plans.
SPEAKER_00Competence is like the defining feature of his professional life.
SPEAKER_01Right.
SPEAKER_00He is not someone who struggles to get things done when he is on the clock.
SPEAKER_01Yet, in this highly competent engineer's garage, sitting squarely on the floor, are two pallets of R49 bad insulation.
SPEAKER_00Just taking up space.
SPEAKER_01And next to the pallets, there is a roll of vapor barrier, a heavy-duty box of staples, a brand new respirator, and a pair of safety glasses, still wrapped in their original factory plastic.
SPEAKER_00Still in the plastic.
SPEAKER_01Still in the plastic. He bought all of these materials back in March of 2022.
SPEAKER_00Wow.
SPEAKER_01And ever since that purchase, every single time Dave goes over to the house for routine HVAC maintenance, the customer points at the palace and promises, you know, that is the project for this fall.
SPEAKER_00But fall comes and goes year after year.
SPEAKER_01And the plastic wrap remains untouched.
SPEAKER_00The materials have essentially transitioned from an active to-do list item into permanent garage furniture.
SPEAKER_01Yeah. They're just part of the scenery now.
SPEAKER_00Exactly.
SPEAKER_01I look at this scenario and it immediately presents a paradox. It's like a master chef who suddenly forgets how to boil water when he walks into his own kitchen.
SPEAKER_00That's a great way to put it.
SPEAKER_01Right. If this engineer has every single cognitive characteristic required to execute a simple two-weekend home improvement project, why does his executive function completely vanish the moment he looks up at his own attic?
SPEAKER_00Well, the natural assumption most people make is that he's just being lazy on the weekends.
SPEAKER_01Yeah. We constantly default to moral judgments when we see a lack of action.
SPEAKER_00We do. We assume that if someone isn't completing a task, they simply don't want it badly enough.
SPEAKER_01Or they lack the internal drive.
SPEAKER_00Right. But Dave is very explicit in his observation that motivation is not the culprit here. It's not. No. The customer tries plenty hard at his job and in his life. The effort itself is not the issue. The friction lies in a concept Dave refers to as the math his life is running.
SPEAKER_01The math of his life. I love that. That phrasing strips away the judgment entirely.
SPEAKER_00It really does. It makes it a structural problem rather than a moral failing.
SPEAKER_01So what does that math actually look like?
SPEAKER_00Well, think about the actual architecture of his schedule. His weekends are filled with family obligations, errands, and recovering from the work week.
SPEAKER_01Right. His evenings are taken up by the friction of daily life.
SPEAKER_00And his vacation time is already spoken for. The daily math simply dictates that there is no natural friction-free time slot where insulating the attic becomes the most pressing, unavoidable fire he has to put out.
SPEAKER_01That makes total sense.
SPEAKER_00But beyond the logistics of a busy schedule, Dave points out a fundamental flaw in the cognitive mechanics of how this engineer is planning the project.
SPEAKER_01Yeah, Dave notes that this specific failure to launch actually has a formal designation in psychological literature.
SPEAKER_00It does. It completely shifts the conversation away from time management and into the science of human intention.
SPEAKER_01So to understand the mechanics of this planning flaw, we have to look at a foundational piece of research.
SPEAKER_00Yes. Published in 1999 by psychologist Peter Goldwitzer.
SPEAKER_01Right. And he dedicated his work to studying this incredibly frustrating phenomenon.
SPEAKER_00Aaron Powell The vast chasm between what people say they genuinely want to do and the physical actions they ultimately take.
SPEAKER_01Which in behavioral science is formerly known as the goal-action gap.
SPEAKER_00Or sometimes the intention behavior gap. Goldwitzer was trying to figure out why the desire to do something rarely translates into the physical motion of doing it.
SPEAKER_01Did he figure it out?
SPEAKER_00He did. He identified the specific structural reason for this disconnect. The core problem is that goals, by their very cognitive nature, are abstract.
SPEAKER_01Abstract.
SPEAKER_00Right. When the engineer stands in his garage and says, I will insulate my attic this fall, he is formulating a goal.
SPEAKER_01But that statement is untethered from reality.
SPEAKER_00Exactly. It doesn't specify a date, it doesn't specify a time, an exact physical location, or the specific sequential order of operations required to initiate the work.
SPEAKER_01So the goal exists in a completely different cognitive layer than the physical actions required to fulfill it.
SPEAKER_00You've got it. The intention is floating around in the abstract ether of the brain.
SPEAKER_01But the physical reality of putting on a respirator requires a grounded mechanical trigger.
SPEAKER_00Right. And because the goal lacks a defensive protocol for engaging with the real world, it gets immediately overwritten by whatever short-term demand is capturing the brain's attention in the present moment.
SPEAKER_01Because the human brain is evolutionarily wired to prioritize immediate salient demands over abstract, future-oriented goals.
SPEAKER_00Exactly. And to truly grasp the scale of this cognitive vulnerability, Dave brings in a monumental piece of research from 2002.
SPEAKER_01Oh, the Pascal Sheeran study.
SPEAKER_00Yes. A researcher named Pascal Sheeran conducted a meta-analysis encompassing over 400 distinct studies focused specifically on this goal action gap.
SPEAKER_01Over 400 studies. That gives us a massive, highly reliable pool of data to draw from.
SPEAKER_00It's huge. We aren't just looking at one quirky experiment. We are looking at the aggregate reality of human behavior.
SPEAKER_01And what did the data show?
SPEAKER_00The data reveals a staggering reality about our internal drives. Sheeran's analysis found that having a strong, genuine intention to do something predicts only about 25% of the variance in our actual behavior.
SPEAKER_01Aaron Powell 25%. I mean, in statistics, they call it predicting the variance, but in plain English, that means if we're trying to figure out why you successfully finished a project, your raw motivation and desire to get it done only accounts for a quarter of the puzzle.
SPEAKER_00A quarter. The remaining 75% of the behavioral gap has absolutely nothing to do with your motivation levels.
SPEAKER_01That is wild.
SPEAKER_00You can have the most intense, authentic desire in the world to clean your garage or insulate your attic. And that desire will mathematically only get you 25% of the way to actually initiating the physical task.
SPEAKER_01Aaron Powell That reframes the entire conversation around productivity.
SPEAKER_00It really does.
SPEAKER_01I mean, we spend so much time trying to hype ourselves up, trying to find the motivation to start. But motivation is just the power button. If you don't have the step-by-step code written out, the system just freezes when you try to run the program.
SPEAKER_00Aaron Powell It simply lacks the RAM to process an abstract goal in the middle of a chaotic Saturday morning.
SPEAKER_01Okay. So what does this all mean?
SPEAKER_00Aaron Powell Well, a goal is like having a picture of your destination.
SPEAKER_01Okay.
SPEAKER_00But an implementation intention, which is the fixed goal with your proposed, is the GPS turn-by-turn navigation.
SPEAKER_01Trevor Burrus, Jr.: Implementation intention. So instead of relying on the raw power of the abstract goal, you build a rigid structure around it.
SPEAKER_00Aaron Powell Exactly. These are strict, non-negotiable if-then protocols.
SPEAKER_01If-then.
SPEAKER_00Right. They remove the cognitive load of decision making by specifying the exact time, the exact place, and the precise physical trigger for an action.
SPEAKER_01Aaron Powell So applying this to our engineer, his vague goal was I will insulate the attic this fall.
SPEAKER_00Trevor Burrus Right. And an implementation intention rewrites that code to sound like this. On the first Saturday of October, immediately after I place my coffee mug in the sink, I will walk into the garage, pick up the respirator, and begin unrolling the first bat of insulation over the master bedroom.
SPEAKER_01Aaron Powell Wow. So it takes all the negotiation out of the moment, the if condition is met, so the then action automatically executes.
SPEAKER_00You don't have to debate whether you have the energy or the motivation. You just follow the pre-written script.
SPEAKER_01Because by outsourcing the decision to the protocol, you bypass the brain's tendency to prioritize short-term comfort.
SPEAKER_00Aaron Powell And Gollitzer's research proved just how effective this cognitive bypass is.
SPEAKER_01Oh, the results were incredible, right?
SPEAKER_00Staggering. Across various studies, shifting from a vague goal to an if-then protocol routinely doubled the actual completion rate of the given tasks.
SPEAKER_01Doubled it.
SPEAKER_00Literally doubled it. Simply deciding in advance where and when you will act fundamentally alters your behavioral trajectory.
SPEAKER_01Okay, but this brings us to a massive narrative curve ball in Dave's reflection.
SPEAKER_00Yeah, this is where it gets really interesting.
SPEAKER_01Because Dave isn't just an observer, he actively engages with his customers. And because he is well read and understands this psychological research, he actually brings up Peter Goldwitzer to the engineer.
SPEAKER_00He told him about the research.
SPEAKER_01Yes. About a year ago, while checking the HVAC system, Days casually explains the concept of implementation intentions. He lays out the science of the if-then protocol purely as an interesting concept rather than a lecture.
SPEAKER_00And how did the engineer take it?
SPEAKER_01Well, the customer who builds complex manufacturing systems for a living immediately grasps the mechanism. He nods along and agrees that it makes total logical sense.
SPEAKER_00So the customer intellectually absorbs the solution. He understands the mechanics of the goal action gap and possesses the exact tool required to bridge it.
SPEAKER_01Exactly. But the two pallets of R49 insulation are still sitting on the garage floor today.
SPEAKER_00Still there.
SPEAKER_01Still there. So I have to pause and push back on the premise here. If Goldwitzer's if-then protocol literally doubles the success rate, and this highly competent, systems-oriented engineer now holds the blueprint for closing the gap, why did the trigger fail to fire?
SPEAKER_00That's the big question.
SPEAKER_01Right. Is the science flawed when applied to the real world?
SPEAKER_00No, the science is completely sound, but Gollwitzer's intervention has a strict boundary condition. Implementation intentions only function when the action you are trying to complete is just an action.
SPEAKER_01Just an action, right.
SPEAKER_00When a task is purely logistical, the protocol works flawlessly. But here, on the floor of a garage in Oklahoma, we hit an invisible, much deeper psychological layer.
SPEAKER_01And this is where Dave's real diagnostic genius kicks in.
SPEAKER_00He intuitively understood that if a perfect scheduling protocol fails to initiate a task, the task itself is likely camouflage for something else.
SPEAKER_01So Dave asked the engineer a very simple clarifying question. He asked, what would it cost to just hire this out to a crew?
SPEAKER_00And the customer didn't even have to look it up.
SPEAKER_01No. He knew the exact market rate immediately.
SPEAKER_00He had it priced down to the dollar. He told Dave it would cost $4,200.
SPEAKER_01And Dave notes that given the engineer's position and success, he could easily write a check for $4,200 that very afternoon without feeling the financial stink.
SPEAKER_00He could entirely eliminate the problem today.
SPEAKER_01A professional crew would install the materials, the garage would be spotless, and the house would be insulated.
SPEAKER_00But the customer's response to that undeniable reality is the smoking gun of this entire psychological mystery.
SPEAKER_01He looked at Dave and said, I know I could write the check. I just feel like I should do it myself.
SPEAKER_00What's fascinating here is how that single sentence completely short-circuits Gallwitzer's behavioral science.
SPEAKER_01I just feel like I should do it myself. That reveals a completely different layer of the problem. It instantly moves the insulation from being a home improvement task to being a moral imperative.
SPEAKER_00The attic project is no longer about thermal efficiency or clearing garage space. The project has quietly morphed into a referendum on the customer's self-image. Oh wow. Yeah. The question he's trying to answer isn't when will I insulate my attic? The question is, am I the kind of man who maintains his own home?
SPEAKER_01So executing the physical action suddenly requires him to do deep psychological identity work.
SPEAKER_00Exactly. We all construct narratives about who we are. For this engineer, part of his core identity is being capable, hands-on, and self-reliant.
SPEAKER_01And paying a crew to do the grueling physical labor feels like a quiet internal admission that he has lost a piece of that rugged self-reliance.
SPEAKER_00It feels like a surrender of his identity. Even though every other metric in his life, you know, his demanding career, his ability to provide, his organizational skills, proves he is deeply capable.
SPEAKER_01But he has attached a disproportionate amount of his self-worth to this specific physical chore.
SPEAKER_00Right. The cognitive dissonance must be staggering. When an action is that heavily loaded with our self-image, the emotional weight will crush a logical if-then trigger every single time.
SPEAKER_01A calendar notification telling you to go into the attic isn't just telling you to do a chore, it's demanding that you prove your worth to yourself.
SPEAKER_00And the psychological pressure becomes paralyzing.
SPEAKER_01It really does.
SPEAKER_00If he sets a protocol for Saturday morning, his subconscious defense mechanisms will activate to protect him from that overwhelming pressure. He will suddenly find a dozen urgent errands that must be run, effectively avoiding the attic to avoid the identity test entirely.
SPEAKER_01It is a protective mechanism masquerading as procrastination.
SPEAKER_00Yes. And this realization leads to the grand synthesis Dave arrives at after spending 45 years quietly observing human behavior in residential homes.
SPEAKER_01He recognizes a fundamental fork in the road when it comes to the things we leave unfinished.
SPEAKER_00There are essentially two entirely different categories of pending projects masquerading as the same problem.
SPEAKER_01And distinguishing between the two is the only way to actually resolve them.
SPEAKER_00So let's talk about the first category. These are genuine planning failures.
SPEAKER_01Right. These are the straightforward logistical goal action gaps. You genuinely want the spare room painted. There's absolutely no emotional baggage attached to the paint rollers. You simply haven't provided your brain with the necessary executable code.
SPEAKER_00And for those logistical failures, Goldbitzer's implementation intentions work like magic. You build the if-then trigger, you follow the protocol, and the room gets painted.
SPEAKER_01But the second category requires an entirely different diagnostic toolkit.
SPEAKER_00It does. The second category consists of identity-loaded failures.
SPEAKER_01Identity-loaded failures.
SPEAKER_00These are the projects that sit indefinitely because of what completing them or what choosing not to complete them says about the person.
SPEAKER_01And they are entirely immune to time management hacks. They don't respond to calendar alerts, and they don't care if you break the task down into smaller bite-sized steps.
SPEAKER_00They only respond to a rigorous, often highly uncomfortable examination of the psychological load the task is carrying.
SPEAKER_01If we connect this to the bigger picture, Dave distills this entire phenomenon into a profound observation.
SPEAKER_00What did he write?
SPEAKER_01He looks at those materials sitting untouched since 2022 and writes, The pallets are not a planning failure. They are a small monument to an identity he is unwilling to revise.
SPEAKER_00A monument to an identity.
SPEAKER_01A monument.
SPEAKER_00Think about the function of a monument in the real world. A monument exists to project an idea, to keep a specific memory or ideal alive.
SPEAKER_01So by allowing the pallets to permanently occupy space on his garage floor, the engineer actually receives a tiny subconscious hit of identity affirmation every time he walks past them.
SPEAKER_00He gets to actively maintain the idea of himself as a hands-on, capable guy without ever having to risk the actual grueling test of doing the labor.
SPEAKER_01The pallets are doing the identity work for him just by existing.
SPEAKER_00Yes, and Dave uses this insight to impart a masterclass in professional boundaries to the young technicians he mentors.
SPEAKER_01He tells them you cannot fix someone's identity crisis with a wrench.
SPEAKER_00Exactly. When a customer points out a project that has been stalled for years, understand that the issue is almost never the project itself. Your job is to perform the HVAC maintenance you were hired for and gracefully leave the psychological heavy lifting to them.
SPEAKER_01That is a brilliant, empathetic shift in perspective. It removes the judgment we so often place on ourselves and others.
SPEAKER_00It's very freeing.
SPEAKER_01I want to turn this directly to you listening right now. I want you to vividly picture the specific pending projects currently taking up space in your life.
SPEAKER_00We all have them.
SPEAKER_01We do. Maybe it's a half-written manuscript sitting untouched in a hidden folder on your desktop? Maybe it's that advanced coding language you swore you would learn, or maybe it is quite literally a disorganized garage.
SPEAKER_00I challenge you to look at those tasks with complete honesty and sort them through Dave's diagnostic lens.
SPEAKER_01Which of those projects are simply suffering from a lack of executable code? Which ones just need a rigid, if-themed protocol to get you over the 75% behavioral gap?
SPEAKER_00And more importantly, which ones are secretly monuments?
SPEAKER_01Which tasks are heavily loaded with an outdated or aspirational identity that you are gripping onto, terrified to revise?
SPEAKER_00It requires a tremendous amount of self-honesty to strip away the excuses and look at the underlying function of our procrastination.
SPEAKER_01It does. Let's recap the journey we've taken through this material. We started by observing a highly competent engineer in Oklahoma who inexplicably couldn't execute a basic home improvement task.
SPEAKER_00Right.
SPEAKER_01We utilized 45 years of HVEC field observation to transition into the rigorous science of the goal action gap, revealing that raw motivation only fuels a fraction of our actual behavior.
SPEAKER_0025%.
SPEAKER_01Yeah. We explored the necessity of concrete if-then protocols to bypass our evolutionary preference for short-term comfort.
SPEAKER_00And ultimately, we arrived at the deeply human realization that some chores are not logistical hurdles at all. They are complex psychological mirrors reflecting the version of ourselves we desperately want to preserve.
SPEAKER_01Recognizing that dynamic fundamentally changes how you view the physical and digital clutter in your life.
SPEAKER_00It does. And it introduces a final, challenging thought that builds perfectly on Dave's monument metaphor.
SPEAKER_01What's that?
SPEAKER_00Well, if a stalled project is acting as a protective monument to an identity we refuse to revise, we have to ask ourselves: is it possible that our subconscious paralysis isn't actually rooted in a fear of doing the hard work?
SPEAKER_01Oh, what if the true anxiety lies in the aftermath of completion?
SPEAKER_00The aftermath. Consider the engineer's psychological landscape. If he actually clears his schedule, straps on the respirator, and successfully insulates his attic.
SPEAKER_01He destroys the monument.
SPEAKER_00He destroys it. The physical daily proof of his rugged intention is permanently removed from the garage.
SPEAKER_01And once the project is fully complete and the dust settles, he is left with a void.
SPEAKER_00Does he then have to immediately seek out a brand new, potentially much more difficult project to continue proving his self-reliance?
SPEAKER_01Oh wow. So by keeping the project perpetually unfinished, he traps his identity in amber.
SPEAKER_00Sometimes maintaining a state of permanent potential is the safest, least demanding way to preserve exactly who we think we are.
SPEAKER_01Because if you finish the work, the monument is gone, and you are just left alone with yourself, forced to find a new way to validate your existence.
SPEAKER_00It's heavy.
SPEAKER_01That is a concept that is going to linger long after this deep dive ends. Thank you for joining us to explore this fascinating intersection of behavioral science and everyday life. I highly encourage you to take a walk around your own home or scroll through your digital desktop today, look a little closer at the palettes taking up space in your own life, and ask yourself what they are truly made of. We'll see you next time.