Effective Communication Strategies for Business Success w/ Richard Blank

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with you anyway. You're so handsome. Oh my god

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everyone this is okay so here we are again I

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think this is a sixth interview today Richard

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and I'm just so energized I think I could go

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I think I could do a hundred liveathons and I

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have a problem but okay so I met I haven't met

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Richard no prep needed. But I will tell you I've

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seen his face and he looks exactly the same.

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What a good -looking guy I can't wait. So Richard

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you got to introduce yourself. Tell us who you

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are What are you doing? And it's so glad to have

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you today. You look beautiful. You look beautiful

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I'm gonna say but you are a beautiful human being.

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So thank you so much. I'm so happy to be with

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you and your amazing audience My name is Richard

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blank. I'm the proud CEO of Costa Rica's call

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center. I'm a long shot from Northeast Philly

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that actually followed his dreams, got past parents'

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guilt, married the girl of my dreams, and here

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we are today. So it's a great story of twists

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and turns. Oh, you married a Costa Rican woman?

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I did. I married a tropical boy. Uh -huh. I'm

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jealous. Sorry, but they're so beautiful. Beautiful.

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I love that. So you're living your dream. So

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the call center. So you live in the dream in

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Costa Rica, but tell us about the call center.

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Well, it's a dedicated center. It's bilingual,

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and we work with sales and customer support,

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and back office support, and non -voice support.

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I believe today most people are frustrated with

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omnichannel non -voice where they fill out forms

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or do chats and emails. You and I might press

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zero. We want to speak with somebody to retain

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our account, upsell maybe, possibly get a referral,

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and at the end of the day, if they're dropping

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the ball, maybe we could tell them what to do

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and call the balls in the strikes. So they can

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keep our business and not lose it. And so it's

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a very delicate relationship that you have to

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build a business. But there's so many amazing

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people out there that earn a living making and

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receiving phone calls. So hats off to those amazing

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warriors. I know you know what my my parents

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when they started the business they always said

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you know um I don't work in the family business

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anymore, promotional products, but they always

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wanted the live person to answer the phone. That

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was always important, even at the point where

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people started changing and they would go into

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the voice. My parents were like, no, we have

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to have, it was Patty at the time, at the front.

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That was so important. There is nothing more

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irritating than going through and trying to get

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a live person, and most companies who can't even

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get the live person. So that's what you offer,

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right? Is the ability to have, is it outgoing

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or income? Like, is it both outgoing calls and

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incoming calls? We do both, but I'll tell you

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five things we do not do, especially since Hollywood

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glamorizes them. I don't work with sports books,

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casino, stock pharmacies or sweepstakes. Oh,

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I love it. I love it. Yes, dear. This is a strict

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Catholic country. I want people to go home and

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tell their mommy what they do for a living. But

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I also compete against Amazon, HP, Intel, and

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Oracle. So once again, I need leverage by offering

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them something stable they'll enjoy, build their

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character and self -reliance, and maybe play

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a game of pinball or two with me in the game

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room. That's the sort of working environment

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that I want to make for the people here. Oh,

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my God. I love you. If you don't mind me asking,

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I'm confused. Like, what do you mean with Amazon?

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What is that? I don't understand that. Well,

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Amazon has multiple locations here, and they

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snatch up my agent's custody. But they do it

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in a good way. I mean, I think all is fair in

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love and war. Let's talk attrition at any sort

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of job, but for call centers, because it seems

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to have a very large rotation, Adrienne. So natural

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attrition. Let's say your boyfriend or girlfriend

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works somewhere. You could go there. Maybe it's

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a better schedule for your university. It could

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be closer to your home. But they'll never get

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the walk of shame. I'll never make them cry on

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the floor, try to use that ego that a lot of

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CEOs have to fire people to make themselves feel

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better. And it's a big investment and it's a

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delicate stage. The average age is 24. And so

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you want to make sure that if anything of nothing,

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you're paying it forward and you're balancing

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their bike a little bit more. So when they leave,

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they say nice things about you. And you know

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that you did your job. I love it. And so you're

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already challenged with 24 year olds. They don't

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even like the phone. So I hear them all the time

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saying, Oh my God, I'll text more than I will

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ever pick up the phone and call or I or I get

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this a lot. I don't listen to my voicemail. So

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how are you? getting them interested in actually,

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I know you do other things because you said,

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so I want to hear that, but actually using the

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phone. And actually, I think we have to go back

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a couple of steps. Can you explain what a call

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center is? Because maybe someone is not familiar

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with that terminology. It's OK. It's call center

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or contact center. It's where individuals can

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receive a customer support call. They might be

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opening a new account or working with an existing

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account and trying to resolve issues for you.

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Sometimes they're clever. and they can do an

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upsell, as I mentioned, or get a referral. The

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clients and the companies that do their due diligence

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have better relationships when they custom make

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voicemails and emails and updating information.

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It just doesn't have to be so plastic and so

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distant and foreign and where they keep calling

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you ma 'am and sir. You can have a beautiful

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relationship with somebody on the phone that

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can save the day. Especially like when I've called

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into AAA before, a lot of those individuals are

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trained to have extended empathy. Why? Because

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I got a flat tire and it's raining on me. You

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know, of course they want to make me feel a little

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bit better and that the people are on the way

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to assist me. And so these are trained experts.

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Now, you asked a good question. I'll give you

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an amazing answer. There's nothing better than

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a home cooked meal or a painting or live theater.

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And I believe that when people are speaking with

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one another, it's a real dance of speech. There

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can be beautiful turn -taking. Someone can lead.

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You can readjust tones. You can be diplomatic

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and strategic. Choose certain vocabulary to not

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offend. I'll never say, Adrian, how may I help

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you? I'd never do that. I'd say, my friend, how

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may I assist you, possibly guide you, or even

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lend a hand because you're my favorite? And you

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fall on certain swords, you say, for my clarification.

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Compared to asking someone excuse me or I can't

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hear you because of a dog or bad self and shin

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you You adjust these things. There's certain

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ways to ask tie -down questions for checkpoints

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Just to make sure things make sense and sound

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good. Is it a manipulation? Yes, but I didn't

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say that I was lying or cheating All I was doing

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was ensuring that we have checkpoints that were

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on the same page That everyone's leaving with

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something on the table and that at the end of

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a 10 minute conversation, which in my opinion

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is 20, 30 second small conversations, don't be

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surprised if you're building pipelines and having

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long -term clients. So I did it the old fashioned

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way, the way that our grandparents taught us

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just to do things old school and it seemed to

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have worked. Oh my God, you know what I feel

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like? I feel like if I was a cartoon character,

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I would have hearts going out of my eyes because

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I I I'm falling in love with you like I There's

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something about you your your voice and how you're

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talking and oh my gosh, so So what what we're

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all dealing with right now? One of the worst

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is this lead generation people calling up and

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it's very hard to understand them and trying

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to sell you something Talking really fast not

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explaining anything and I'm so nice. I try to

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help like how can I help you? Even though you're

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bothering me during the day So is that something,

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too, that people could use your company for lead

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generation? Of course they can. And those that

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are even making those calls, they should be prepared

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from the client. I can't just snap my fingers

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with magic dust and create a script and a calling

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list. And here's the thing. If you're marketable

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and you have options, you should never go on

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a forced march. You know, as I mentioned, Hollywood

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glamorizes the stocks and the real estate sales

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and recos and cold call closings. And sure, it's

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a beautiful thing when it can happen in a certain

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way. But some people do compromise ethics or

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they feel they're forced into something because

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that's what's expected of them. But look at it

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like this, how you and I touched base prior to

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this live podcast today. I gravitated towards

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your work. You seemed so nice and non -threatening

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that I reached out to you. You in turn wrote

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back. We had to organize the schedule a couple

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of times because it needed to fit and we were

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very conscious of our schedules and priorities

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and just strangers all of a sudden became friends.

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And here we are now on your podcast. And so people

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need to see that it's not just a snap finger.

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Sometimes both people need to put in a little

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bit and then you can start building. And that's

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a very nice thing. So you and I got a nice first

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down and we're going for a touchdown right now.

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I just, oh my gosh. Okay. So what do you do when

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people actually say things that are like, I'll

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hear sometimes, first of all, I noticed that

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when they call, And I've always wanted to say

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this. So can you make this happen, please? A

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telemarketer calls. That's a new word or that's

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an old word. Telemarketer calls and you answer

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the phone. And they're so excited that you answer

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the phone that they spit everything out and they

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throw it out and they forget to ask the question.

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Do you have a minute to speak or do you have

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any time or is now a good time? And the reason

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why I say that is because I always feel like

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someone's behind them saying don't ask that question

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because they'll say no but yet I answer the phone

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because I have four children in different locations

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and if there's an emergency I want to know so

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I'm answering the phone and then it's all being

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spit out for me so fast I'm like wait a second

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I'd actually listen to you if you asked me that

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one question is now a good time so how do you

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respond to that? What an amazing image. I can

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picture the supervisor with bad coffee breath

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named Billy screaming at you to read the script

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so Adrian doesn't hang up on you. Imagine the

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pressure that's going through. I mentioned 20,

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30 second calls for 10 minutes. No one's giving

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you five minutes with you. No one's even giving

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you a minute. They need to earn that first 30

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seconds they should possibly try to anchor with

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you. Let's use let's use real estate for an example

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when people were making fizzle or cancels and

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expired calls I told them to do the address spike

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or if I was calling your podcast I go Adrian

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Barker speaks. How are you today? I start off

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strong I start off with a company or a name spike

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why I'm using anonymity it could snap you my

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friend out of that trance of all those telemarketers

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and then just in that three seconds I'm not anonymous

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the whole call that's shady but for that three

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seconds I gave you something you're familiar

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with I said it better than you did and then I

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get a chance to gauge a positive or a negative

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reaction instead of as you said do you have a

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minute this is a sales call you'd say I'm busy

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I'm not interested stop selling me we're good

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thanks hang up but if I said Adrian Barker Steves

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how are you today you'd probably say who's this

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Gotcha. So your defense goes from a 10 to a two

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and I'll take that eight and move it into a forward

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motion. So guess who wins the first round? Chuck

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Wepner versus Ali. I did. Why? I anchored. Why?

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You didn't hang up on me. All I know is that

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I slowed you down, calmed you down, got you out

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of the trance, said something you were familiar

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with, a name spike, and then you'll say, who

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is this? That's when we use a buffer boomerang

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technique. Adrian, that's an excellent question.

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My name is Richard Blaine. Name, drop, buffer.

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Let them know it's an excellent question. Repeat

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the question so you don't have to repeat it.

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I got you. And then I'll send it back to positive.

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It's readjusting tones. I'm not going to tell

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you my company yet. You're going to have to ask

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me another question. What's the name of your

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company? Once again, what a beautiful tone you

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have. We're at a two now. We're at a three. We're

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not at a ten at D. So it's nice motions. And

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now we're, what, a minute and a half in? Obviously,

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I got your past to pitch. Let's say your son

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answered the phone. I'm going to let you know

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how charming and nice and a gentleman your son

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was. Give that positive escalation verbally.

00:12:53.250 --> 00:12:55.909
Might even do it in writing. So when I happen

00:12:55.909 --> 00:12:58.490
to call your company or house back, there's the

00:12:58.490 --> 00:13:00.629
Richard happy circle. The kids answering the

00:13:00.629 --> 00:13:02.610
phone goes, yeah, you sold my mom. I was nice

00:13:02.610 --> 00:13:05.909
on the phone. I go, of course I did. It's just

00:13:05.909 --> 00:13:09.289
happy happy. So Billy, your supervisor's got

00:13:09.289 --> 00:13:11.009
to stop yelling at you. Tell him to calm down.

00:13:11.169 --> 00:13:13.289
Leave me alone, man. Look at my numbers on the

00:13:13.289 --> 00:13:15.610
wall. They're good. Stop pressing me. I'm speaking

00:13:15.610 --> 00:13:18.830
to a friend on the phone. And so if people can

00:13:18.830 --> 00:13:22.250
just make those sort of phone calls, their metrics

00:13:22.250 --> 00:13:24.169
might move a little bit. They'll talk longer,

00:13:24.330 --> 00:13:28.230
less calls, and won't be like the pack. But they'll

00:13:28.230 --> 00:13:31.289
be doing their own Jonathan Livingston seagull

00:13:31.289 --> 00:13:34.929
circles and flips. Let them be creative on the

00:13:34.929 --> 00:13:37.679
phone. It's a lost art. So I think that more

00:13:37.679 --> 00:13:42.019
people that have that spark. To me, it's a serious

00:13:42.019 --> 00:13:46.360
problem because these robo calls and they call

00:13:46.360 --> 00:13:51.360
up and you can say anything. Do they really believe

00:13:51.360 --> 00:13:53.340
that we don't realize that it's a computer on

00:13:53.340 --> 00:13:55.759
the other end? So stop trying to fake it, get

00:13:55.759 --> 00:13:58.379
a real live person to call and your business

00:13:58.379 --> 00:14:01.259
will soar. And it's crazy how these companies

00:14:01.259 --> 00:14:04.679
are hiring. people that don't know how to answer

00:14:04.679 --> 00:14:08.539
or also another thing, Richard, I ask people,

00:14:08.600 --> 00:14:11.259
do you ever call your own company? So how many

00:14:11.259 --> 00:14:13.860
times have I called the company and I apologize

00:14:13.860 --> 00:14:17.860
for waking them up? Oh, hello. Oh, I'm sorry.

00:14:17.860 --> 00:14:19.679
Sorry. Were you sleeping? I feel like I just

00:14:19.679 --> 00:14:23.360
woke you up like because they're so dead. Hello.

00:14:24.600 --> 00:14:28.519
To me, this is your first impression is the phone

00:14:28.519 --> 00:14:31.440
call. So if you're not doing it right, you really

00:14:31.440 --> 00:14:34.039
could lose the business. But I do have, so my

00:14:34.039 --> 00:14:37.059
parents growing up in a family business, we were

00:14:37.059 --> 00:14:40.220
taught not to ask the question. So if you are

00:14:40.220 --> 00:14:42.659
calling up a company, so I'm calling your business

00:14:42.659 --> 00:14:46.159
up Richard, and I say is Richard available? And

00:14:46.159 --> 00:14:49.980
they say to me, may I ask who's calling? And

00:14:49.980 --> 00:14:52.549
so I say who's calling? And then they come back

00:14:52.549 --> 00:14:54.250
and they say, no, Richard's not in a meeting.

00:14:54.590 --> 00:14:56.309
I think that Richard doesn't want to talk to

00:14:56.309 --> 00:14:59.190
me because you got my number and my name. You're

00:14:59.190 --> 00:15:01.149
asking Richard. Richard probably told you no.

00:15:01.389 --> 00:15:03.669
This is what's going on in my mind. So we were

00:15:03.669 --> 00:15:06.049
taught never really ask that question. May I

00:15:06.049 --> 00:15:08.190
ask who's calling? So that you can come back

00:15:08.190 --> 00:15:12.190
and say, you know what? Oh, Adrian's out of the

00:15:12.190 --> 00:15:14.210
office. I didn't realize it. And it sounds real,

00:15:14.529 --> 00:15:16.769
not like. Do you know what I'm saying? Am I making

00:15:16.769 --> 00:15:19.309
myself clear? Of course I do. But as I say before,

00:15:19.490 --> 00:15:22.330
this person has been trained for the average

00:15:22.330 --> 00:15:25.370
burger. There's nothing special about it. You,

00:15:25.509 --> 00:15:29.309
my friend, are gourmet. You don't need to angle

00:15:29.309 --> 00:15:32.370
in or ask. As I say before, you should have earned

00:15:32.370 --> 00:15:35.750
the pasta pitch. My suggestion, depending on

00:15:35.750 --> 00:15:38.649
the size of your list, do two minutes of due

00:15:38.649 --> 00:15:41.429
diligence. Look at a LinkedIn profile. Look at

00:15:41.429 --> 00:15:45.169
a website. Maybe you get lucky. They just celebrated

00:15:45.169 --> 00:15:46.990
their 15th year in business. Then you could say,

00:15:47.009 --> 00:15:48.830
hey, I just want to say congratulations on the

00:15:48.830 --> 00:15:52.509
15 year anniversary. Or maybe there is a chance

00:15:52.509 --> 00:15:55.250
when you see the directory, whom will be answering

00:15:55.250 --> 00:15:57.269
that call. So then you could say hi to Cathy.

00:15:58.090 --> 00:16:01.309
Nice, Cathy. And so you're asking me, how do

00:16:01.309 --> 00:16:04.450
I increase my metrics? And when someone's busy

00:16:04.450 --> 00:16:07.309
and I'm asking to speak with them, I do three

00:16:07.309 --> 00:16:11.289
or four marinated things prior to asking for

00:16:11.289 --> 00:16:14.490
time or commitments from people. I need people

00:16:14.490 --> 00:16:18.110
to lay down their swords, and they need to not

00:16:18.110 --> 00:16:21.149
judge me on what happened with others that didn't

00:16:21.149 --> 00:16:24.610
show that sort of respect to that company. And

00:16:24.610 --> 00:16:27.350
so when I leave a custom -made voicemail, make

00:16:27.350 --> 00:16:30.549
a custom -made email, or I try to anchor with

00:16:30.549 --> 00:16:34.110
this gatekeeper one, two, or three ways, if it's

00:16:34.110 --> 00:16:36.110
a mystery shopping, if it's a due diligence,

00:16:36.149 --> 00:16:39.190
a callback, or just randomly throwing darts out

00:16:39.190 --> 00:16:42.379
there. You gotta hit the sizzle in the beginning

00:16:42.379 --> 00:16:46.500
of something they can relate with. They're just

00:16:46.500 --> 00:16:50.500
not gonna give that pass. These people kinda

00:16:50.500 --> 00:16:54.360
want you to be a little bit clever. And so when

00:16:54.360 --> 00:16:56.500
I smile over the phone by saying the name of

00:16:56.500 --> 00:16:57.919
the company better than they do, I'm teaching

00:16:57.919 --> 00:17:00.100
them to stand up a little straighter. You sound

00:17:00.100 --> 00:17:02.460
terrible when you're answering the phone. Please,

00:17:02.639 --> 00:17:06.410
let you know, have some pizzazz. So it makes

00:17:06.410 --> 00:17:09.230
them chuckle for a second. I seem sweet. It's

00:17:09.230 --> 00:17:13.390
innocent. It's a lollipop sort of intro compared

00:17:13.390 --> 00:17:17.509
to a jagged edge angle. And does it work? It

00:17:17.509 --> 00:17:21.650
could work in some places. I tell you what, good

00:17:21.650 --> 00:17:24.410
point. If I'm calling in the Northeast, let's

00:17:24.410 --> 00:17:27.029
say Philadelphia, New York, Boston, that area,

00:17:27.390 --> 00:17:30.950
yeah, cut the fat. When you're in the Midwest,

00:17:31.609 --> 00:17:34.980
take your time. West coast. Got to be kind of,

00:17:34.980 --> 00:17:37.519
you know, cool about it, too. I mean, it's that's

00:17:37.519 --> 00:17:39.980
why when I do teach my classes, I have to talk

00:17:39.980 --> 00:17:43.039
about genres. We just don't say the beach. We

00:17:43.039 --> 00:17:45.779
say we go to the shore. You know, so people have

00:17:45.779 --> 00:17:48.279
to learn these things. And so the more that you

00:17:48.279 --> 00:17:51.220
teach the North American culture, the more they

00:17:51.220 --> 00:17:53.200
can make those adjustments so they don't sound

00:17:53.200 --> 00:17:54.900
foreign to you if they're making these calls.

00:17:55.640 --> 00:17:58.460
But listen, people are paid to hang out and filter.

00:17:58.559 --> 00:18:00.220
And if you're going to have romantic deaths,

00:18:00.740 --> 00:18:03.299
at least say a company named Spike. A positive

00:18:03.299 --> 00:18:05.880
escalation, two buffer boomerang techniques.

00:18:06.240 --> 00:18:07.819
And if you can jump clouds that way, you can

00:18:07.819 --> 00:18:09.519
get through an eight hour day of making phone

00:18:09.519 --> 00:18:12.579
calls. Because I'm not judging you on five, 10

00:18:12.579 --> 00:18:14.920
minute calls where two of them closed. I'm judging

00:18:14.920 --> 00:18:18.900
you on 135, 30 second perfect pitches. Perfect

00:18:18.900 --> 00:18:22.500
pitches. That's an artist. And I'm willing to

00:18:22.500 --> 00:18:25.740
play that game. I can listen to you talk all

00:18:25.740 --> 00:18:29.500
day. I don't know how I went 61 years without

00:18:29.500 --> 00:18:31.920
meeting Richard Blake. Listen, everyone. Listen,

00:18:32.019 --> 00:18:35.000
this is serious. Richard, when you're doing coaching

00:18:35.000 --> 00:18:37.799
calls, I want to know every course you're taking

00:18:37.799 --> 00:18:43.789
or you're delivering. So I am fascinated. I just

00:18:43.789 --> 00:18:46.430
think you are so important to all of us. This

00:18:46.430 --> 00:18:48.309
makes a big difference of business. You know

00:18:48.309 --> 00:18:49.890
what? This is a big difference. My parents always

00:18:49.890 --> 00:18:53.089
taught me never to say I'm busy. So I don't,

00:18:53.150 --> 00:18:55.269
I would never say that. But I love like everything

00:18:55.269 --> 00:18:57.289
coming out of your mouth. Okay, one last question.

00:18:57.589 --> 00:18:59.190
Because unfortunately, I do have back to backs

00:18:59.190 --> 00:19:02.690
because I messed up. But my question is, what

00:19:02.690 --> 00:19:05.450
do you do when you hire someone and you find

00:19:05.450 --> 00:19:07.630
that they have this like habit of saying, of

00:19:07.630 --> 00:19:11.650
course? of course, because of course to me never

00:19:11.650 --> 00:19:14.190
sounds great. It's like telling me, if I say

00:19:14.190 --> 00:19:16.650
to you, Richard, your jacket and your suit, you

00:19:16.650 --> 00:19:18.450
look so handsome today. I love everything. It

00:19:18.450 --> 00:19:22.390
looks so great. And you tell me, of course, am

00:19:22.390 --> 00:19:24.970
I wrong in thinking that of course almost is

00:19:24.970 --> 00:19:28.269
an assault to me? Like I should have known that.

00:19:28.789 --> 00:19:32.049
So can you explain? the terminology answer. I

00:19:32.049 --> 00:19:34.410
gave it a C minus. What I would do is make him

00:19:34.410 --> 00:19:37.029
listen to the Mr. Ed song. Was it a horse is

00:19:37.029 --> 00:19:39.890
a horse? Of course, of course. He started whipping

00:19:39.890 --> 00:19:42.289
me with the of course. I'm like, yeah, Mr. Ed,

00:19:42.309 --> 00:19:44.690
nice. And then he realized maybe I might need

00:19:44.690 --> 00:19:47.109
to think of something a little sharper. And so,

00:19:47.109 --> 00:19:50.269
yeah, watch some Remington Steel or something.

00:19:50.589 --> 00:19:52.849
Maybe learn some skills with some good speakers

00:19:52.849 --> 00:19:56.509
and dressers. But listen, it's just somebody

00:19:56.509 --> 00:19:59.630
that might need to look into the source. So if

00:19:59.630 --> 00:20:01.309
there's certain words that they like and they're

00:20:01.309 --> 00:20:03.650
just beating to death, they might be able to

00:20:03.650 --> 00:20:05.789
expand their vocabulary or just find something

00:20:05.789 --> 00:20:09.369
that fits their personality. And so there's nothing

00:20:09.369 --> 00:20:12.269
wrong, as I mentioned before, with just studying

00:20:12.269 --> 00:20:17.009
that colorful language that we have. So we're

00:20:17.009 --> 00:20:19.990
just not dull and boring. You really should put

00:20:19.990 --> 00:20:22.609
more adjectives and descriptions in your speech.

00:20:23.049 --> 00:20:25.970
so people can get their attention. So we're face

00:20:25.970 --> 00:20:27.930
to face and this is great. So imagine if I lose

00:20:27.930 --> 00:20:29.690
three of my senses, my taste, touch, and smell,

00:20:29.769 --> 00:20:32.690
I really got to double up on the hearing and

00:20:32.690 --> 00:20:37.490
visually just give you so much imagination and

00:20:37.490 --> 00:20:40.150
storytelling to keep your attention. So yes,

00:20:40.230 --> 00:20:41.670
my friend, this is something I've been doing

00:20:41.670 --> 00:20:45.390
for almost three decades. So I should be good

00:20:45.390 --> 00:20:47.750
on your show and be able to bite an apple when

00:20:47.750 --> 00:20:50.940
juggling. Oh my God, you are so lovely. I mean,

00:20:51.000 --> 00:20:56.099
I wanna watch you live too. You have a crazy

00:20:56.099 --> 00:20:59.799
super fan here in Daytona Beach. I am literally

00:20:59.799 --> 00:21:01.480
gonna follow you everywhere. I'm gonna recommend

00:21:01.480 --> 00:21:04.220
you. If you have a podcast, make sure you interview

00:21:04.220 --> 00:21:07.559
Richard. He's on matchmaker .fm I think. You

00:21:07.559 --> 00:21:10.859
are. Incredible. You've got everything. You've

00:21:10.859 --> 00:21:13.839
got the voice, the tone, the looks, the beautiful

00:21:13.839 --> 00:21:16.819
wife, the great business, the life in Costa Rica,

00:21:17.180 --> 00:21:19.779
the tan going on. You're a really great dresser.

00:21:20.279 --> 00:21:24.380
I'm in love. I'm in love. There's something about

00:21:24.380 --> 00:21:26.140
you. There's something about you. All right.

00:21:26.140 --> 00:21:28.500
I hate that I have to go. Richard, you and I

00:21:28.500 --> 00:21:32.259
are staying in touch. You are incredible. Thank

00:21:32.259 --> 00:21:34.619
you. I don't even know how to tell you my heart.

00:21:34.740 --> 00:21:40.400
Stop beating. Take care. Bye, thank you. Bye

00:21:40.400 --> 00:21:40.640
now.