Yigal Adato: 00:00 Hey pawn family, welcome back to another episode of the Pawn Leaders Podcast. I’m super excited to be here. Over the last weekend I was out on a consulting job and I drove down to Los Angeles and I met with two incredible pawn brokers and when I met with them over dinner we were talking about how to grow their loan balance. We were talking about how to stress less and everything that we talk about on the podcast. So I made a choice and I’ve decided to create the Pawn Leaders Masterclass. Now this first rendition of the masterclass is only open to 25 people. It’s at a discounted rate of 80% off the original price. If you want to up level your pawn balance and your pawn shop and to accelerate your growth with me in the next month, go to pawnleadersmasterclass.com and don’t wait. I’m only letting 25 people into this class and I’m going to teach you everything I know of how we grew a multimillion dollar pawn business. Check it out. pawnleadersmasterclass.com one of the thing is I was driving around, obviously I have to eat and I always check reviews of restaurants to see what people are saying and how the services and how the food is and if you don’t think that’s happening to you at your pawn shop, you are wrong. Every single day when somebody calls me to do a strategy call, I check their Google reviews and that’s how I have a conversation about how they’re doing in their shop because they might be kind of exaggerating the truth on the phone, but I know that their clients are telling the truth sometimes and so what I do is I read one by one every single review on what’s going on with their culture and what’s going on with their customer service. And unfortunately in our business we might get more bad reviews than positive reviews because we know in the industry that a positive review is harder to get than a negative one. But our sponsor podium makes it so easy. They send a text message to your client after they walk out asking them for a positive review and the success that the people who are using podium from what I’ve seen is incredible. So of course, as a Pawn Leaders Podcast community member, you get a special discount. Go to podium.com/pawnleaders to get your discount today and stop fighting for the review. Stop having to ask 15 times. Please can you give us a review and just make it happen automatically and grow your reviews on Google organically. Again, go to podium.com/pawnleaders to get your discount. Now on to the podcast. I am super excited to have Cyndee Harrison on because not only has she worked as a marketing advertising professional for the last 20 years, she’s also taught marketing and branding strategies to hundreds of businesses through Wayne State University’s Department of professional and executive education, and she was the marketing director of Amercan Jewelry & Loan in Detroit. Yep. That’s the guys from Hardcore Pawn, not just the director of marketing, but also director of marketing and operations. And she provided media coaching and training for numerous national and international media tours, including appearances on Good morning America today, hallmark home and family, Fox News, [Incomprehensible], and so many others. She’s giving keynote speeches for the pawn industry and she’s now the founder of Synaptic. The reason why I brought Cyndee on the podcast is because I’ve been reading a lot and hearing a lot that pawn shops are being broken in two, that guns are being stolen, that their robberies are happening, and that the news is just eating up these pawnbrokers and spitting them out. So we’re going to talk about how to get in front of bad PR when something like this happens and how you need to make a plan for good PR as well as bad PR. So stick around and listen to my podcast with Cyndee Harrison. It’s an incredible show.
Yigal Adato: 03:58 Hey everyone, my name is Yigal Adato and this is the Pawn Leaders Podcast, a podcast that help you make more money, stress less, and live an epic life all while working at the pawn shop.
Yigal Adato: 04:17 Cindy, welcome to the Pawn Leaders Podcast.
Cyndee Harrison: 04:20 Thank you. I’m excited to be here.
Yigal Adato: 04:22 It’s so cool to have you on. I’ve had you in the mastermind. You gave a masterclass to the members there. You have extensive knowledge of the pawn industry. So let’s kind of talk about that first. How did you get into the pawn industry? What did you do in the pawn industry?
Cyndee Harrison: 04:37 Well, I have a long career in marketing, community relations, public relations, and that took me to really calling on a very well known pawn shop here in Metro Detroit. And so I was between meetings with a colleague and we are driving down the highway and he says, oh my God, there’s that pawn shop. And I had never heard of a reality television show related to a pawn shop. I didn’t know this was going on. And then I’ve been in the pawn shop and next thing you know, we go inside and there was something so special and cool going on there, I knew I needed to be a part. And so very long story short, I ended up going, it came on board with American Jewelry & Loan and the gold family. And I was so fortunate that as part of that I was able to visit, gosh, countless pawn shops and for, you know, this was like seven years ago. So for about five years I was with those guys and I got to visit a whole lot of pawn shops, go to a whole lot of conferences and some of the best moments of my career were spent with pawnbrokers. So it’s a very, very special industry to me.
Yigal Adato: 06:04 Awesome. And you are obviously in charge of their PR. Correct?
Cyndee Harrison: 06:09 Right. Yeah.
Yigal Adato: 06:09 And so, we’ve talked about PR here before on the show. We had Michael Mack who is always on the news and he’s always pushing out his stories and I mean, they’re brilliant at it, [Crosstalk] brought you on, wasn’t for the good PR. I know that, I’ve been reading stories everywhere, pawnbroker gets broken into, guns are stolen, jewelry is taken, burglaries and so I wanted to bring you on to help the pawnbroker kind of go through the steps that they need to take when some of this happens to them and they’ve got the news camera just like in their face asking for the story and asking for their opinion.
Cyndee Harrison: 06:44 Right. And it’s intimidating. And I don’t care how many times you have been in front of a camera, it’s very unsettling. And to any business owner, it’s very, very personal because not only is your head spinning from what just happens to you, you were the victim of a crime. But also you cannot help but take it very, very personally. You’re concerned about your family, you’re concerned about the safety of your customers, your employees, you’re concerned about this loss and navigating your way through that. And so the last thing that you really anticipate being prepared for is the news camera showing up in your parking lot. And so the best advice that I can give is to absolutely plan for this unlikely occurrence far ahead of time. It’s really an insurance policy and there is absolutely no excuse to skip this. It is part of being a responsible business owner, particularly in a field that is as highly regulated as pawnbroking. And so I’ll talk to you a little bit about the plan that’s necessary to put in place ahead of time and then we can talk about things that, you know, I do get those phone calls as, oh my gosh, this just happens to me. And so, we’ll end up with like the top three things that you do like at the moment. But again, anyone listening to this podcast, there’s really no excuse not to form a plan. So, and it’s interesting that you talk about people like Michael Mack and I agree, he does such a nice job of really capitalizing on a great platform. He’s worked really hard at it. But the advice for media planning, whether it’s positive or negative, is to always keep in mind everything is temporary. So whether the news is good or the news is bad, that coverage of your shop, your store, your family is temporary. And so you have to, if the news is good, you have to do everything you can to extend that. And if it’s news is a crisis situation you have to do everything that you can to contain that.
Yigal Adato: 08:59 There’s a quick story I was telling you before we hit record that Morris and I we donated like 200 backpacks to a school and we said, hey, let’s drew our logo on it. You know it’s cool. The local newspaper chewed us out. They were angry. How dare we put a pawn shop logo on the backpack of five-year-old kids. And when we were talking PR, it was like, just ignore it. Like it’s going to go away. There’s so much noise in the world at the moment. And we were pissed. Like we were like, no, let’s write a story, let’s spend money against it. And, but they told us like, it’s going to go away. That’s kind of what you’re saying, right? Like it doesn’t last forever.
Cyndee Harrison: 09:36 It’s temporary. And like I say, it is so tempting to respond and I’ll talk about what you should do instead of responding because you can not take this personally. So the first thing I would say is, again, proactively plan ahead. Do not ever be surprised because it is inevitable that these negative occurrences are going to happen to some business owner. So [Incomprehensible] don’t assume it’s never going to be you. And so the first piece of advice that I would say is don’t go it alone. So while you’re in the midst of your proactive planning, you need to go through a really specific brainstorming session. You know what the opportunities are for negative consequences to your pawn shop. You know, you can go through [Incomprehensible] you can go through all the laundry list of possible negative things that might occur. Go through those in scenarios, brainstorm them, it’s emotional work. It’s hard to do. But go through those with a team, never with yourself. And always makes sure that you include someone who is outside of your core group of leaders. And I’ll tell you why. When crisis hits, you’re going to want an outside authority to help that you can lean on. You’re gonna want someone who is familiar with your plan, who can help keep you accountable to that plan. So whether it is your business attorney, whether it is your coach, like yourself, whoever it is, you need someone who is on the outside looking in, who’s familiar with your plan. So my number one piece of advice is don’t go it alone. And that person’s role is to do two things. Like I say, keep you accountable to the plan that you make and also to remind you this, to not respond to the haters and all the negative comments. Because what’s going to happen is there’s going to be a buzz about it. And again, you’re going to want to put those fires out. But as I said before, what you need to do instead is you’ve got to lean into your customer focus. So this outside in perspective is going to be responsible for keeping you, it’s going to be your blinders focusing just on your customers because that’s where your real opportunity for when real lasting consequence is. And so I would say lean into your customer focus and have an outsider that is familiar with the plan that you make, who will hold you accountable.
Yigal Adato: 12:17 When you talk about leaning into your customer, does that mean communicate with your customer? Let them know kind of what’s going on?
Cyndee Harrison: 12:24 Right, exactly. So we’ll talk about some of the specific steps for communicating with customers and making the customers feel like they are informed. But when you are faced with how to spend your time while you’re in the midst of crisis, do I spend my time in the midst of crisis reading all of the comments that are underneath this news story or do spend my time worrying about all the possible scenarios and all the possible perspectives of the I’m sorry, customer of the customer, making sure that we fully lean in on just the customer’s perception.
Yigal Adato: 13:05 Got It. And so before we continue, I do want to say for those of you who are thinking like, Hey, I’ve never been robbed or my store is so secure. I’ll tell you a quick story Cyndee. There was a shooting on our block and right away two cameraman and the local newscaster came up and put a microphone in my face and said, what do you think about shops like you selling guns and there being shootings on live air. I swear to God, I said, ma’am, turn around. We don’t have any guns in here. And they’re like, cut, cut, cut. Because they just want story. They’re not thinking emotion. They don’t care about you. They just like, let’s get that story. What can we do to make it look great to sell it. And so that’s why they’re going to put that camera in your face if something happened around.
Cyndee Harrison: 13:55 You’re absolutely right. Which is a great segue into what are some of the talking points and how do we handle that? Because I can tell you, having had relationships with so many journalists over the years, if they hack up their news van to come to your shop, they’re going to get some sound bites. And I guess the most important thing that all of us have to remember is, again, and this is true, whether the news is good or bad, reporters have a job to do and their job is not to tell your business story and it’s not to protect and promote your brand. That’s your job. The reporter’s job is to inform and add value to their audience and that is such a critical thing to really remember because sometimes I say if especially, if you are a big fan, like I always watch, you know, channel five or channel seven or I’m friends with the reporter from the ABC News, you tend to feel like I say, what I’m doing is newsworthy because it’s my store, it’s very personal to me. Absolutely not the case. They have a job to do to keep their audiences informed. You have a job to do to promote and protect your brand. So specific talking points. First, let’s start with the employees. So the wrong time to try to train your employees is while you’re in the midst of a crisis.
Yigal Adato: 15:23 Agreed.
Cyndee Harrison: 15:23 And the reason for that is because if you’re trying to, if you’re concerned with, oh my gosh, how are my employees responding? Then you’re not again, leaning in to navigating these crazy tricky waters. And so it’s so simple to do ahead of time and it’s really important that media training is a routine part of employee onboarding. This makes sure no one has to feel like this is something out of the ordinary. You don’t have to raise the employees concerns like, oh my gosh, am I working at a place that’s unsafe? No, this is just a routine part of your regular onboarding. So just like you train an employee, how to cock in and where to park, you train them how to handle if they’re ever approached by the media.
Yigal Adato: 16:07 Love that.
Cyndee Harrison: 16:08 Pretty simple. So I’ll talk in just a moment about boiler plate messaging. There’s really only a couple things that employees need to know. In a moment I’m going to tell you how to create boiler plate messaging, but boilerplate messaging is just that very basic copy. I know you are a big proponent of documenting the mission and vision and values of a company. Boiler plate is kind of a cousin to that. It is whatever are the bare bones pieces of description that you don’t mind sharing with the entire world. So just that bare bones, it’s called broiler plate messaging, it just answers who, what, where, why, when and how. And that boilerplate messaging answers a very important question for your employees. Again, whether the news is good or bad because employees, sometimes they’re excited, they have a new job. This is a cool business and I’m going to be out with my friends and I wonder what about this new role I can share with others? And it’s so easy for you as the business owner because you can let them know. See this little boilerplate text, see this paragraph. This is what we share outside of these four walls. This is what you are authorized to talk about this company. Anything else, check with me. Anything else I can answer that, but never assume that anything we do here is for public sharing. So that’s number one. But the statement that your employees need to practice saying as a matter of routine, I learned from one of the big three auto here in Detroit years and years ago and it is simply this, I am not authorized to speak on behalf of my employer. That’s it. It doesn’t have to be rude. It doesn’t have to be Kurk or unfriendly. It can be as friendly as they like, but your employees are going to say, wow, that’s so plain. That’s so boring. That’s the point. Because if they are asked seven questions by a reporter and they say that same statement seven times, then guess what they’ve just done. They ruined that reporters plan to get a sound bite. So that’s it. It’s pretty simple and straightforward-
Yigal Adato: 18:28 Repeat that line again.
Cyndee Harrison: 18:31 I am not authorized to speak on behalf of my employer.
Yigal Adato: 18:36 Love it. Alright.
Cyndee Harrison: 18:36 Now of course this leads us to well, who the heck is authorized to speak on behalf of employer. And so that’s part of that plan, that written plan that you’re going to have to work through ahead of time and whatever means by which you create your operational documents, apply that to your media planning. And so you’re going to have to, as I said before, brainstorm through some negative scenarios and get a plan in place. And here’s a couple of really important pieces that plan must include, it must include the chain of command. So for example, what if something happens and the owner and maybe a manager is out of town there needs to be a clear chain of command of who handles this and how do you reach them. So we need current leaders, their contact information and maybe a spouse contact information just depends on the size of your organization, but we need to absolutely make sure every employee knows how to get in touch with the people that are part of this core message plan. The other thing that needs to be shared that people too often forget is we need quick access to the current logins and passwords because now a days, so many people, and this is sort of why I’m not a huge fan of completely automated marketing. So many people are big fans of automations and so they’ll preschedule their Facebook posts or they’ll preschedule maybe email letters going out. I had an employer who was a kind of mine years and years ago and email has been, you’ve had the ability to automate email messages for many years and that was the case. And this company had set an email to be sent out and just that morning it was on the local news that this company was going to be doing massive layoffs. So to say that news hit it say 7:00 AM at 3:00 PM this sunshine and roses sales letter goes out by email [Incomprehensible] So completely tone deaf. It made an already bad situation worse. And so we need as part of this media plan, the appropriate people and see this sometimes if it’s a large organization, that owner or whoever the top of that command is, they may not have the most recent. So this needs to be a part of the written media plan. And when I say written, I recommend that it is, you know, going to put your passwords and logins in your operations manual. But the chain of command is, so the contact information, but then everyone needs like on a shared drive or everyone who is a part of that top tier, that needs to be on a shared drive so that it can be accessed from anywhere.
Yigal Adato: 21:33 Got It.
Cyndee Harrison: 21:34 So that’s the media plan. It contains boilerplate messaging. It contains the chain of command logins and passwords. And if there are any automations, they need to be shut down because what we want to do in time of crisis is go dark on social media and just give ourselves just a second to take a breath.
Yigal Adato: 21:57 And is it okay to do that? I know that a lot of pawn brokers or people who, you know, there’s an event that happened, they want to like post right away and say, hey, you know, everything’s okay, don’t worry. Or is it [Incomprehensible] to take a breath and to kind of clear the air and think before you post
Cyndee Harrison: 22:16 100%. So I’ll say two things. Take a beat but not so long because it’s very important that you get in front of a story as best you’re able. And so it is important to respond quickly. I would not respond immediately and I would again, hopefully if you’ve done your planning and your brainstorming ahead of time, you’d have a pretty decent idea of what to say. But I suggest that you prepare what is called a hold statement and a hold statement just simply means it’s sort of sending a signal out that says, hey, on this date, this was reported and saying as little as possible. But the spirit of this hold statement really is, hey, we see, we hear, we know what’s happening and we’re going to keep you informed as best we’re able.
Yigal Adato: 23:15 So not ignoring you but saying, hey, we know what’s going on. Obviously it happened to us. We know that news stories are picking it up everywhere, but you’re taking a beat. And once we know more information, we’ll release it. It’s kind of like what the police do sometimes, right? When there’s a murder case or something, they say, Hey, this is what happened. These are the facts. And as information is coming out, we’ll go ahead and give it to you,
Cyndee Harrison: 23:37 Right. And remember in this brief hold statement, and I’m talking like a couple of sentences in this brief hold statement, what do you want to make you do, and a good police statement. That’s an excellent example because you want to make sure you do is you restate the facts, but you do not give any energy to any negative connotation of this story. So you want to be very, very careful in how you word things. And so for example, let’s say a scenario just as a, you know, a unlikely, but again, these things do happen. But let’s say there’s a scenario where a store experiences a break in and inventory is taken when a palm broker is going to think about two things. Was it inventory that’s being held in pawn or is it inventory that’s out for sale? Because that’s two very different problems, right?
Yigal Adato: 24:32 Yeah, that’s the first question we ask. What was taken, was it a pawn inventory or retail inventory.
Cyndee Harrison: 24:37 Right. Two very, very different questions. But remember, your customer doesn’t think about your business the way you do and you’re going to be very, very tempted to say, oh, don’t worry guys. Nothing was taken from our pawn inventory. I would suggest you give that a second thought. I mean, if it’s the right message is the right message, but pause for just a moment and make sure that’s what you wanted to communicate because you may be unnecessarily planting a fear in the minds of your customers and think would have never thought of in a million years. Does that make sense? So you have to really carefully bet everything, which is fine. Again, it’s really best to do it ahead of time. But in the case that is my on the fly suggestion is get a hold statement out there. Stick to that hold statement. It’s probably only a couple of sentences, but it’s going to feed the beast.
Yigal Adato: 25:33 That way the reporters who are coming in to get a sound bite, they can go back to their boss and say, that’s the sound bite that I got. I’ve got no other information. And they would suffice because I’ve seen media pressing for information, people are getting anxious, annoyed, whatever, and they’re like blurting stuff out and you’re like, oh my God, why did you say that? [Incomprehensible] to open your mouth.
Cyndee Harrison: 26:00 Well and so easy to understand how that happens because I [Inaudible] I don’t care how many times you’ve gone through it. It is terrifying. And so that’s why I’ll share this very specific formula or what do I say? So there’s a two sentence response with a bridge in between that I always suggest to people when you are responding to a negative situation, here’s the pattern you follow. So sentence one should communicate. You don’t want to say in exactly these words, but sentence one should communicate, hey, I understand your question and I’m going to do the best I can to work with you. And so then that sentence one, let them know I’m not ignoring you, I’m going to do the best I can. And then the bridge between that and the next sentence is you say exactly this, what I can tell you is, and then sentenced two, has some little fact, some fact such as, and it always needs to be a fact that paints you in a very positive light for example, this looks like this. You may say, I understand your question. What I can tell you is we are working with law enforcement and we’ll continue to do so and then you just stop talking.
Yigal Adato: 27:24 You shut your mouth.
Cyndee Harrison: 27:24 [Incomprehensible] understand. We have the latest security and we work so hard at making sure. No, because what happens is again, you feel like you’re in a very defensive stance and you really do take this personally. When these things happen, you’re heartbroken that this has occurred.
Yigal Adato: 27:44 Of course.
Cyndee Harrison: 27:44 And so you want to make sure that just sentence one, when you say something like, I hear your question, no buts, don’t say, but, I hear your question. What I can tell you is the safety of our community is always our utmost concern.
Yigal Adato: 28:01 And if they keep asking the question, you just keep repeating that statement.
Cyndee Harrison: 28:07 [Incomprehensible]. And so you can sort of play with that pattern. But stay with that pattern. And just remember sentence one is all about trying to come across as being as warm. Cause what you are wanting to avoid is what you’ll see a lot of novices do is say, I have no comment. So if I ask you, Yigal are you the San Francisco Strangler? And you say no comment. So you want to avoid statements like no comment or please leave the premises or I mean you’re feeling those things.
Yigal Adato: 28:48 Get the hell out of here.
Cyndee Harrison: 28:48 So you just want to say like, you want to give the appearance that you are cooperating but really in truly you want to just stick with the most bare bones.
Yigal Adato: 29:01 I think this is so important. You know, in the Pawn Leaders Podcast Community, I’ve had people say, hey, Yigal the podcasts are always about like good times and making money. What happens when bad stuff happens? So if you’re listening to this and you’re driving, make sure you get to your destination, you rewind and you write down those two sentences with the bridge that Cyndee mentioned. Like I think it’s very, very important. We are already operating in this, you know, people see us in not the best light. So if we’re not prepared to make a statement, if we’re not prepared in any way, shape or form, that just makes you look unprofessional. But if you’ve prepared then you’ve got your stuff together. Then I believe like it’s happened before that the media is going to be like, okay, that’s what I got and that’s where I’m gonna give to my boss and I believe it’s going to be so boring that they’re not going to show it sometimes. Like that’s not a good enough sound bite. Let’s not show it on the air and we’ll just, you know, show the story about the cat that got stuck in the tree.
Cyndee Harrison: 30:02 Exactly. That’s our goal is to be, I mean, when the news is bad, like I say, we want to contain that as small as possible when the news is good and keep [Incomprehensible] everything that we’ve talked about and I mean I can talk forever about ways that you can garner positive news coverage, but everything that we’ve talked about also applies. So when the news is good, when the news is positive and you do something amazing at your pawn shop and the news trucks come in in that situation too, you still want your employees to say, I’m not authorize to speak on that on behalf of my employer. Because if you think about it, yours is the face of this brand. It’s your job to promote and protect. And so you’re the one who wants to be in front of the camera in that positive light as well. So it’s part of being a business owner
Yigal Adato: 30:51 And also the podcast is about make more. And the second phrase is stress less. When you have two news vans coming at you, you are freaking out unless you’re prepped, unless you know what you’re going to say unless you’ve already like you. I thought it was brilliant that you said part of the onboarding process should be kind of the media training, that will you know that if your guy’s walking out to the supermarket and they stick a camera and a microphone in his face or her face, you know exactly what they’re going to say because you’ve trained them well.
Cyndee Harrison: 31:22 Right. And you know, employees, all of our employees, when they wear their uniform, sometimes people will say, Oh, you work at Xyz Pawnshop didn’t they just have a robbery? And you know, they could be just filling up their gas tank. So these things, you’re right. Don’t always just happen, you know, in the parking lot or in the four walls, they need to feel well armed and well prepared for the inevitable possibility that they are going to be asked to talk about their employer. And they are, you know, so many times the most critical errors are made by the most well-meaning employees, not always, but a lot of times it really happens that way. And this is an opportunity for many employee to really take a misstep. So we just want to make sure that we take care of that, let them know and you know, that can bleed over into social media, which is for another time. But that can bleed over into social media as well. You can have an employee posting all sorts of crazy things, you know, that’s a huge challenge in the restaurant industry. So you need to think about these things and make it a part of your plan for not every negative media occurrence happens from the outside in. So think about while you’re exploring, what are some of the negative things that could happen. Are employees capable of, we hate to think of it, but we have to think of all these negative things. Like this is what the topic today, but you need to go through some possible negative scenarios of how a disgruntled employee could really have a negative impact. And nowadays the media, you know, everyone who’s carrying a device thinks that they’re professional journalists. And so we really need to, I mean, like I said, it’s just something you need to spend some considerable time planning.
Yigal Adato: 33:10 And I think your right, preparation is key. Right? It’s all about preparation. I sit on the podcast with Sam Reed that I used to have a coach of mine who said, you’re going to hate me when you practice, but love me when you win. And this is the same thing if you’re not prepared before, if you’re not doing these mundane tasks of, you know, don’t go there alone and make a written media plan, create that statement for yourself. And when it happens, you’re prepared, then you win. So pawn brokers, make sure that you are prepared. Cyndee, you have given us so much value. I thank you so much. For those who want to reach out to you to maybe help them with that statement or see how they can work that, you know, written media plan, how can they find you?
Cyndee Harrison: 33:53 The website address is just marketingideaexchange.com I’m easy to find. I’m in your Facebook group, which I love cause there’s so much cool stuff always shared there. But marketingideaexchange.com I’ve got tons and tons of free and paid resources for folks who want to join. So I love talking about this kind of stuff all day. Maybe not so much just negative.
Yigal Adato: 34:19 We’ll have you back on and talk about the positive stuff. I just think it’s with all the news that’s going on, I’m seeing, I think it’s so important to put this podcast out there because people need to be prepared. The pawn industry has got to be prepared. And also you’re speaking at the Midwest conference, correct?
Cyndee Harrison: 34:36 I am, about this very topic and on that day I’ll have some samples, some templates. We’ll walk through this and little deeper dive and you know, to get some responses from the audience. I can’t wait to see some familiar faces. I’m excited.
New Speaker: 34:52 Very, very cool. Cyndee thank you so much for being here. You know, I love you. Pawn family. Thank you so much for listening and stay tuned for the next episode of the Pawn Leaders Podcast.