Good Customer Service is Key with Taylor True Value Rental of Holland, MI
Participants:
Francesca Halberg – General Manager/CPO of New Media Retailer
James Klingenberg – General Manager of Taylor True Value Rental of Holland, MI
Video Transcript
[Please excuse any grammatical errors, transcript is machine generated]Francesca (00:02):
Hello, everyone. Thank you so much for joining me. My name is Francesca with the new media retailer podcast. I’m super excited to be joined today by James Klingenberg from true value Holland, Michigan, James, thank you so much for joining us
James (00:15):
Gee thank you for having me on.
Francesca (00:17):
Yeah, no, we’re super excited. Kick it off. Let’s tell us a little bit about yourself, about how long you’ve been involved with the company and, and your role there.
A family business keeps employees involved
James (00:26):
I’ve been here actually for 24 years and that’ll be 24 years this June, so,
Francesca (00:32):
Oh my gosh. Congratulations. That’s
James (00:34):
A long time, I guess you could say that.
Francesca (00:37):
Congratulations and I’m sorry.
James (00:40):
Yeah, no, I started right after, basically full time after high school. I got a little college in probably not enough, but you know, enough to make me comfortable for what I needed to do and, and just kind of stuck with this business, which is nice. So it’s a family business. So we’re all treated like family, which is something that, you know, keeps people around for 24 years.
Francesca (01:05):
So absolutely it does. It does. And just like, you’re not involved with the family, you’re not a part of the family, but you’ve been a part of their family business for that long.
James (01:13):
Absolutely. Yep.
Francesca (01:15):
That’s so cool. Oh, I love that. My parents own a small pizzeria restaurant. We have an employee that’s been with us for 32 years. And same, he’s not a member of our family, but like, we feel like he is family. So I love that. That’s super cool.
James (01:28):
Exactly. And then just doing the little research for this podcast, you know, then, then you kind of get down the certain dates when, when the family opened the business and they opened the business October 20, or I’m sorry, October, 1982. So this October will actually mark the 40 year anniversary of the business here in Holland, Michigan. Oh,
Francesca (01:45):
Cool. Oh, that’s awesome. Congratulations to everyone. That is such a milestone, especially in today’s world. That’s amazing. Almost 40 years. Yes. Wow. That is amazing. Tell us a little bit about like the business itself, like draw, draw the picture of, of what you guys do, what, what services you offer. And then a little bit about like the location as well. Sure,
James (02:08):
Absolutely. I’ll start with the location. So we are located on the west side of Michigan which I know that’s broad, but that’s like break it down a little further. We are just basically straight west of grand rapids. And we’re surrounded, you know, we’re right. Kind of like on lake Macatawa. Our actual business location is probably about four miles off lake Michigan, so we’re kind of, you know, considered kind of somewhat of a late town. Downtown is a, is a really downtown Holland is a nice, beautiful area. You know, we have a big thing that’s called two up time. That starts first week in may brings in a lot of tourists and you know, thankfully they actually pull that off this year in 2022 after a two year kind of hiatus due to the pandemic. Yeah. And they were over 500,000 visitors
Francesca (03:01):
To Holland. Oh my God.
James (03:01):
That’s, that’s substantial. I mean, the traffic was terrible, but just to kind of get back to, to what was normal. Yeah. As far as our location here in Holland, it was really, really nice to see, you know, a blessing.
Francesca (03:13):
Yeah. So, yeah. Oh my gosh. Yeah, it’s so nice to see things starting to come back to normal a little bit and, and how much I feel like communities are kind of rallying around events that have
James (03:24):
Been exactly.
Francesca (03:25):
Yeah. Keep
James (03:26):
It local supporting local, that type of thing. But here at Taylor tree value rental, this location here, we’re kind of still unique in the fact that we still rent homeowner equipment. So we’re equipment and party. So we do offer a great line of homeowner equipment and then also contractor equipment as well, so bigger, you know, skid steers loaders and again, then a full line of party as well.
Francesca (03:51):
Okay. And by party that’s like graduation party wedding, I assume, falls in there as well.
James (03:56):
Yep, exactly. You just do the, the tents, tables, chairs, inflatables, China, you know, we have a very broad spectrum.
Francesca (04:04):
Yeah. So talk to me a little bit about how things are going in 2022. I mean, obviously like we just talked about events, maybe haven’t been happening, you know, as regularly. But some people have still been doing them. So how is that, how are things going for you guys so far this year or last year as well?
Finding other ways to operate during the pandemic
James (04:25):
We are, we are thankful for what we have and that being said, we we’ve had substantial growth since 2019. Wow. You know, bringing it back March, 2020, you know, kind of like I talked about too up time, we were kind of sitting here with a, with a kicking off pandemic. And once we got the call from tulip time who I just, you know, mentioned they’re a really good customer in may. They have a lot of events. They canceled every single event. They had all of our St Patrick’s day events, you know, were local bars and restaurants and celebrations downtown, everything got canceled. So May, 2020, or I’m sorry, March, 2020. We’re just like, wow, this is,
Francesca (05:07):
Are we gonna do
James (05:07):
Really real? Yep,
Francesca (05:09):
Totally.
James (05:11):
But you know, we just kind of started to brainstorm, I, you know, Tyson, the owner didn’t stand pat. He was still pretty aggressive in purchasing equipment. Okay. You know that’s the general idea is, is a lot of people kind of, kind of set on their, their hands and didn’t do a lot, try to wait it out. And we kind of took more of an aggressive, positive approach to it to always stay positive. Let’s go, let’s keep going, going. So we pulled the sugar on equipment where we couldn’t have the inside the larGeeconference areas and been used. They couldn’t have anybody inside. So they reached out and said, what kind of tents do you have? How big of tents do you have? Can you, you know, can you get us some solutions? Yeah. And with that, we really kind of thought about what, what was gonna be a good long term solution for the customer, but it had to make sense for us because tens aren’t cheap, you know, in, in, in events, you know, tens sitting outside for a long period of time, there was a lot of risk mm-hmm <affirmative> we figured out a good thing that was sparing both sides, and that really, really helped us.
Francesca (06:16):
Oh, that’s awesome. Now, have you, did you see growth in like one area, like contractor equipment rentals first party, or was it kind of growth across the board there?
James (06:27):
The, the first year? So what, 20 20 19 into 2020, it was a little bit more towards the, the tent solving out, solving customer solutions for outdoor events, basically. Mm-Hmm <affirmative> but that being said, then, you know, everybody was home,
Francesca (06:48):
Right.
James (06:49):
They got projects to do, and that
Francesca (06:52):
Strategy IY let’s try to DIY.
James (06:53):
Exactly. And then, you know, so then it began, then that started to trickle in and people kind of, you know, were like, wow, you know, the right tool for the job makes all the difference from my backyard patio, the right tool for the job, you know, works great for trying to put a sprinkling project in for a homeowner. So that kind of took off as well. Mm-Hmm
Francesca (07:11):
<Affirmative> yeah. It’s been the sit at home. It definitely paid, I mean, we obviously work in all different industries. People like getting chicks for the first time was really, really big. Like I feel like people were just scrolling on their phones and were like, what can I try next? Exactly. Put in the sprinkler system and then next weekend we’ll get checks and we’ll just figure it out after <laugh>
James (07:35):
Yeah. Eggs for like years.
Francesca (07:37):
Yeah. That’s, that’s so awesome. Now that’s so awesome.
James (07:42):
Or the tools you need to build that chicken coop, you know, the chicken.
Francesca (07:46):
Yes, exactly. That all that too. You guys have it all <laugh>
James (07:51):
We have it, you know, that’s where we’re kind of unique. I would say it is, we, a lot of people in the business is either you’re, you’re kind of all in, on equipment or you’re all kind of in, on party in the rental aspect, true value or tailored, true value. And we’re kind of a 50, 50 blend. And then like, we like also are a hus Barna dealership as well. So we just try to keep, keep going and going and make it a little insane for everybody. But a little bit of everything’s not bad
Francesca (08:25):
And Husqvarna, that’s a more, a retail side, right. You’re not renting the hus barn equipment for the most part.
James (08:29):
You are, you are correct. Yes. So that is all retail selling lawnmowers, snow blowers, chainsaws, that
Francesca (08:36):
Type of thing. And do you service them there as well?
James (08:38):
Yes. Yep. We are sales service parts. We’re like the warranty service department for all hubs barn in west
Francesca (08:46):
Michigan. Gotcha. I’ll have to get my husband on a flight to fix. We got a a leaf blower and my husband, he put gas in the oil part or what he mixed something that
James (08:58):
Was not,
Francesca (08:59):
It doesn’t work anymore. So his father’s day present from last year is now just sitting there <laugh> so we can use all the help we could get <laugh>
James (09:08):
It just takes one little thing.
Francesca (09:10):
Yep. And I got him like the you know, like the Ghostbusters, like backpack style of that’s
James (09:16):
A that’s a heavy duty one.
Francesca (09:17):
Yeah. I thought he would be like, so professional out there. It, it backfired, it was, that was not successful. And that was not a successful mission. The pandemic was not as nice to our projects as they were to others. But what are you guys doing now that that’s kind of working for you guys that’s continuing to sustain that growth or demand in your area?
James (09:42):
It’s, it’s kind of just steady and when you, I think that when you help customers out in a pandemic and we saw this a lot with our outdoor weddings mm-hmm <affirmative> you know, you’ve got 200 people or however many they were allowed to at some point maybe a little bigger. And then you get feedback from those customers for like, we never thought about how nice it would be to have an outdoor event. We were always like, we gotta be inside what’s in case of rain. And even if it did rain, the customer would be like, this was so nice to have maybe have a smaller gathering to enjoy it with people that we really kind of wanted to spend that time with. Yeah. Instead of having 300 people at the event and, you know, see people that you haven’t seen in 20 years, which is always nice to do, but you really couldn’t do that during that time period. And through that, then we see more people wanting to have outdoor events because they’re like, oh, well, it was so great at, at the Smith’s reception. Let’s have our own and let’s call Taylor Reynold.
Francesca (10:43):
Yeah. Yeah. Definitely. Now to what degree did you guys have to, I guess, stay like up to speed on regulations as they were changing for like events. Was that something like you guys kind of had to play a hand in, or you were just kind of accommodating rentals as they were coming in.
COVID guidelines in the rental industry
James (11:00):
We had to stick within the guidelines of the chairs. We couldn’t have, you know, why.
Francesca (11:05):
Oh, gotcha. Okay.
James (11:06):
People would try to swing in a certain amount of chairs. And we said, well, you really can’t. And then typically would come back and be like, well, some for the reception and then some for the ceremony, that type of
Francesca (11:16):
Thing. Got it, got it. Got it.
James (11:17):
Yeah. That makes sense. You know, through that too contactless service here was something that we had to ramp up where we’d email the customer, the contract, they would sign for it electronically. They would call us. And this is for customer pickup, like equipment. They would pull around back, give us a call, let us know a vehicle in. We would give ’em general instruction, load it, wipe it down and off they’d go, which was something so crazy. Like we could ever think about doing that.
Francesca (11:43):
<Laugh> I know, I know there’s so, so many instances of that where it’s like, just it’s so mind blowing so crazy, but staying up with like the regulations yes. In and of itself is almost a full-time job. Not anymore. I mean, now, you know, things have definitely calmed and, and are starting to
James (12:01):
Return. Yeah. So we can have a zoom meeting and not have masks on how often
Francesca (12:04):
Is that? <Laugh> exactly. <Laugh> my, how things have changed <laugh> yeah. But yeah. I mean, even like us, you know, trying to like help facilitate things. I mean, things were changing so often and in so many different states all at once, it was crazy to try to even understand or, or be able to follow. So having that on such like a direct scale, working with brides, who I’m sure, you know, were very stressed exactly. Going through this process and all of that. I can’t imagine how much
James (12:33):
Like tangible things they like to feel, you know, the, the linens yeah. The, the runners, that type of thing.
Francesca (12:38):
Yeah. Well, we don’t know any different, right. I mean, that’s kind of the, the world that COVID introduced us to is like, everyone has been doing things for a certain way, for so long. That’s the only way, you know, how to plan a wedding. It’s like, yeah, let me see the plate. Let me see the charger. Let me look at the linens. And then COVID was like, Nope, you’re gonna, you’re gonna do it online. <Laugh> good luck.
James (12:59):
Yes. Which, you know, but kind of streamlined it too. Yeah. I mean, in fact that they kind of, they saw what they wanted and they knew what they wanted and then added more options to, you know, yeah. It’s stressful for, I mean, families, it, it is a stressful time and that’s why we try to step in and make it as seamless as possible. Least we can take something off that to make sure the family has a great event and a good time together.
Francesca (13:24):
Yeah, absolutely. Segueing a little bit, but something you had mentioned was like feedback that you were getting from people like, you know, maybe I never considered having an event, but you guys made it so, or having a tent event. But you guys made it so easy for me. I wanna talk a little bit about customer feedback. Obviously you do have a Google review widget, you know, installed right on the homepage of your website. Talk to me a little bit about that, becoming a digital factor in what you guys are doing now to be successful, getting that feedback from customers and kind of making sure it’s getting put in the right place, whether it be Google reviews or Facebook pictures, anything like that.
Reviews are essential to drawing in new customers
James (14:06):
It in the era we live in, in now, 2022 Google reviews are essential. They’re like Facebook reviews. They’re essential. It’s like the golden egg, I mean, years ago, a good handshake and a very thankful, I mean, thank you so much. We, we really respect what you do at your business. Thank you for helping with this project. That was great. Yep. You know, now we unfortunately follow that up. Hey, if you have an open second, can you drop us a Google review? Can you drop us a good line on Facebook? It’s essential, especially for customers that are now in their twenties and thirties who are gonna be our customers. That’s the first thing they look for. They, you know, they don’t look through your rental catalog. They basically wanna see how many reviews you have and if you’ve got a good standing yep. And getting a good organic review is even better than the golden itself, because typically a customer will go into detail about what service you had and how the employee that helped them or the coworker of mine that helped them by name it’s critical. It is absolutely critical.
Francesca (15:10):
Yeah, absolutely. Excuse me, talk to me a little bit about like that journey of like, we talk a lot about Google reviews and the value of, of how important they are in, I don’t wanna butcher the St statistic, but I think something like 70% of consumers check Google reviews first before like making a decision about a local business, that number is mind blowing, but sometimes it can, you know, just kind of go in one ear out the other, what was that process for you guys getting to that point of like, this is something we have to follow up that handshake would saying, if you have a S can you leave us a review online and kind of getting your, all of your employees there too,
James (15:54):
You you’re absolutely right. I’m with that being, we’ve got a younger group of guys and, and women that work here and that’s the first thing. If they go out to eat, that’s the first thing they, they, they throw out the phone and they look the reviews and it catch it caught on. I mean, yeah, we’re a small business. We employ 20 people, but it’s even more important at that point to, to drive good reviews, ask for good reviews. We had a, we had a business, a marketing firm reach out leveraGeeto grow and they’re outta Lansing. And he, Steve Rogers, great guy, he just kind of said, Hey, you know, we’ve got an opportunity to help you substantially. And with that, and it, it paid huge, paid, paid off huge for us.
Francesca (16:41):
Awesome. That’s great. That’s really great. Obviously getting a good review is awesome. And you guys do have so many and it looks like you consistently get them every month, which is awesome. What about bad reviews? Because I feel like sometimes that is what makes people feel a little nervous to take reviews seriously is because they might have some bad ones in there I’m as a human business. I’m sure it has happened at some point. How do you guys kind of handle those at this point?
James (17:12):
You have to respond to the customer. And I mean, hopefully you try to <affirmative> engaGeewith that customer before they put a, a bad review on your website. You know, you, you can kind of get a general sense, especially being with an equipment customer. You can tell them that they didn’t, obviously you can see, they didn’t get their job done. They’re not happy about the situation. And you try to just make sure, Hey, let them know that we’re here to get your job done. How can we get your job done, that type of thing. And that doesn’t always work. And it’s always unfortunate to see the bad reviews come in, especially when you Chi typically on our end, we feel like we do as much as possible to not get that review. Then when you get the review and you try to reach out to the customer after the fact and see if they’ll take it off.
Francesca (18:02):
Yeah.
James (18:03):
At that point it’s usually too late.
Francesca (18:04):
Yeah. Yeah. I know the, the, the best advice, you know, I always try to, to give, is it, you have to visualize reviews at this point as if someone is standing at your counter talking to you, you know, you, you wouldn’t ignore someone standing there, probably yelling, maybe saying a swear word or two in person and you can’t, you know, do it online, either. It just, you have to respond to everything. I mean, I, I think it’s great to respond to every review, but certainly the negative ones do make such a
James (18:35):
Difference. Yes. And that’s been very nice that new media retailer, Catherine has also made that a priority. Like you guys need to respond reviews <laugh>
Francesca (18:45):
Yeah. That’s good. I’m glad she’s fostering. And
James (18:47):
I mean, it would be sweet, honestly. It’d be awesome. Just to be like, okay, check out this email, you know, transaction that we had that, you know, this is what we were gonna do for you, and this is how you responded and, you know, throw that up on there and, you know, prove the customer wrong. But you can’t do that.
Francesca (19:02):
Yeah. I know. I know in a perfect world though, right.
James (19:06):
<Laugh> yeah, absolutely.
Francesca (19:08):
One second. At
James (19:15):
Sorry about that.
Francesca (19:16):
No, you’re totally fine. At this point, what would you say is one of the biggest challenges you guys are facing now?
Fuel costs, supply chain, and labor issues are impacting everyone
James (19:23):
I would say fuel costs, of course. And labor. I mean, that probably is across the board right now, from last year to this year, our labor now, again, we’re not a big story, 20 employees, but when we’re down 20%, which is about two to three employees from last year, it it’s a that’s big. Yeah. It’s very big. And we don’t have any, a lot of people knocking on the door to, to work.
Francesca (19:50):
Yeah.
James (19:51):
So with the fuel costs, obviously all of our delivery charges went up, you know, it just pass it down onto the consumer, which isn’t something we really, really like to do, but delivering equipment in large vehicles adds up.
Francesca (20:03):
Yeah, absolutely. It does. How have you gotten about communicating that at this point? Is it something you guys have addressed or you just have done price increases and have answered questions as they’ve come in?
James (20:14):
Yes. Price increases and answered questions. I mean, at this point everybody’s being struck by the supply chain as well. I mean, as far as getting parts for hus barn, things like that, waiting for tents and equipment to finally show up after you order it. I mean, we just ordered a, a Kubota tractor and I think they told Ty it’s 18 months. And until that shows up on site,
Francesca (20:36):
Oh my God.
James (20:37):
<Laugh> but, and again, and just relaying that to the customer or our customers, a lot of people are now open to that and be like, we understand the issue. We’ll wait. That type of thing.
Francesca (20:48):
Yeah. You know, I, I do feel like, I mean, hearing 18 months is a surprising thing to hear, but I do feel like half the battle is in setting realistic timeframes. You know, so often people are like, oh four to six weeks and then four to six weeks later, it’s another four to six weeks. And that I feel like creates a lot of friction between a small business talking to their customer and putting the small business in a really tough spot. Yep. And I, I think that that’s so important, like setting actual realistic timeframes of, you know, when, when you can expect the product, because that makes such a difference. Like if someone get started with 30% of their project thinking, you know, that the rest of the equipment’s gonna be here or available for them to use it before the summer’s over. Yeah. I mean, that makes a huge difference for them.
James (21:35):
Yes. And, you know, going back to the labor where we’re down, where we’re short people you had mentioned deadlines and in, in getting projects done well with, with large events and outdoor wedding, receptions deadlines are huge. So we have really tried to pay close attention to certain, I mean, hot weeks and areas in our schedule that we can look ahead on our, on our computer, set our point of sale system and look where, Hey, we’ve got this many events, this many deliveries, this many pickups, we gotta unfortunately tell customers we’re full. And we haven’t really had to do that a lot, but we really are trying to get a good, good feel for what we can and cannot do to make sure we’ve got the labor there to get the event together the way we like it done. You have to be a deadline freak <laugh> and hit them all. Okay. Or, you know, we’re back to the Google review thing. You don’t show up for an event and set it up. Oh, have fun with that one.
Francesca (22:34):
Yeah. <Laugh> Out of curiosity. What point of sales system do you guys use?
James (22:38):
We have reuse it’s, it’s called pointer rental. It’s a software company out of Fort worth, Texas.
Francesca (22:43):
Yep.
James (22:44):
We, I think we transitioned over to them seven years ago. Really phenomenal service, great software. Awesome. Compared to the old system that we had, that I don’t even know what was called. It was, it was, it was dated, but put the money into it and, and got a great trade system.
Francesca (23:01):
Yeah. point of sale systems are definitely I mean seven years ago was obviously pre pandemic, but during the pandemic, a lot of conversations we’ve been having with both retail and rental stores. And that, I feel like that is an investment while people, especially initially during the pandemic, had a little bit of downtime to sort of look at technology services that existed out there and make some decisions. So that’s really good feedback. That’s good to hear. And I know something, a lot of other rental stores will, will appreciate the insight on because you’re right. I mean, that project planning in and of itself, making sure that events are executed up to your guys’ standards is probably a, a totally new challenge, you know, for you guys to make sure that the labor, you know, can be covered. Yeah, it’s, it, it definitely is a different world. <Laugh> for sure. Do you, are you still seeing a lot of like first time homeowners renting and stuff like that? Or do you feel like that’s kind of subsided a little bit?
James (24:03):
We see it a lot and it, it what’s nice is, is that when a customer comes in with our new point of sale system, well, not new at seven years old, but they’ll give us their phone number, name, and to rent anything, you do need a driver’s license. So we’ll be able to see if the customer’s rented from us in the past seven years. And with that, we typically, if they’re a new customer, we always like to ask them for their email address, which is kind of standard these days. Yeah.
James (24:29):
So that we can email them, their contract, email them their final receipt. But then also hitting back to your reviews, we do collect those and then send those to our, our partner who does our, our Google reviews, Facebook reviews send them like a, a two week snippet of the new emails be collected. They filter that and then send out for feedback.
Francesca (24:49):
Oh, cool. Okay. That’s awesome.
James (24:51):
So that’s very minimal for us, which is good. And I know it could be lazy, but I mean, from, you know, April through October Tyson and I, and all of us generally speaking are, are slammed, helping customers, answering phones, you know, getting logistics figured out for deliveries and, and pickups, that type of thing.
Francesca (25:10):
Yeah. Yeah. So one last thing to worry about is a blessing.
James (25:13):
Exactly. And it’s worked out great. I mean, that, that portion of the new point of sale area is awesome where you can extract email, send it to somebody and they’ll filter ’em and then take care of the reef be from there. We we’ve seen really, really like the results.
Francesca (25:27):
Awesome. That’s great. Now obviously, if I had asked you this question two years ago, your answer would be very different. So who knows what the world could possibly look like in five years? But what do you, what are you kind of expecting the future to hold at this point, maybe five years out, or maybe even one year out at this point
Great customer service will lead to lifetime customers
James (25:49):
I’m always optimistic. So I think, you know, you’re always shooting for always continued growth. But I, we’re also a realist, whereas the fact that I don’t know, since we’ve, we’ve been up so much, the last two years, it’s, it’s really hard to sustain that growth. Yeah. Because we know that cuz we’ve been around for 40 years but just, I would say what we all need to continue to do is just really have great customer service, have good people skills where you still need to have conversations with people and engaGeein them. And then at that point, you know, hopefully in that you’ve made a great impression on our customer and you’ve got a lifetime customer. As far as a trend for five years, I would, you know, love to say we would ex you know, grow another 30%. But that’s the optimist in me.
Francesca (26:43):
<Laugh> <laugh> but isn’t it amazing. I mean, I, going back to like the customer service part of your response, which I feel like is such a perfect note for us to, to kind of end on, but I feel like that response would hold true, going through the great depression going through the recession that we had in the early two thousands. Yep. To going through a pandemic like that is one factor that just continues to hold true. Especially for small businesses like that is where you can shine, especially against big box stores. Yep. So it’s just
James (27:18):
Even, even in the day and aGeewhere everybody, you know, our new customer base would just like to order things on their, their smartphone, just having a good conversation, conversation with a customer, letting them know how to use the equipment to get their job done properly. It it’s just what, it’s what we’re in the business for.
Francesca (27:34):
Yeah, absolutely. Oh my gosh. Well, I feel like that’s such a good end note, James, thank you so much for joining. This was such a good conversation. I definitely wanna know a lot of stores will benefit from hearing from, so I wish you guys a, a super busy summer <laugh>
James (27:47):
Yeah. Thank you.
Francesca (27:49):
One that you can sustain <laugh>
James (27:51):
Yep.
Francesca (27:51):
Thank
James (27:51):
You. Thank you very much for the opportunity.
Francesca (27:53):
Yeah. Thank you so
James (27:54):
Much. Good luck with that snow or that leaf blower with your husband. Oh
Francesca (27:57):
God.
James (27:58):
But I’m pretty sure that things toast. <Laugh>
Francesca (28:01):
Great. Thank you so much. Have a good day.
James (28:04):
Yep. Have a great week. Have a great holiday weekend.
Francesca (28:07):
You as well. Thank you so much.
James (28:08):
Bye.