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We were changing PABX server and stuff, so I'm just using another temporary number. Right? Go. Go. Go. No. No. No. No. My my number is always my number for you. Will always be the same number till till I am in Australia. I don't like changing numbers, Bruce. I'm very pedantic about it. Yeah. Yeah. Too many places you have given our numbers. You know? It just can't hear. It's cool. Hey, Bruce. Quickly, I had given your details to a potential customer named Lee. Did he call you or anything? Okay. Okay. Yes. I thought you have already told me share your details, so I I didn't have I didn't ask you. You know? That's all. So yeah. Yeah. Yep. Yep. Yep. Leave it with me. I will double check, triple check, and then I'll I'll probably call him next week and see how it's all going. You know? MacKay. Yeah. MacKay. Yeah. All remote, man. This is for cloud cloud maintenance and all. Yeah. M 3 60 5 backup. No. I've got I've got engineers in that area as well, contractors, Bruce. Bruce, I hired a a BDM in New South Wales. He started on Monday. Trying to, you know, get some salespeople to make some sales. He's working from home. Yeah. Working from home, Bruce. Yeah. Yeah. Yeah. Bruce, what I have decided is sales guy. Yeah? Whatever wages I'm going to pay him, I need bare bare minimal into three or into four. Right? You whatever you want to do, you do during the day. And every day, I catch up with them once in the day in the morning, and I ask them what they did yesterday, what plans for today. And sales guy, you can see all the call history and all that jazz. And, you know, I had one guy in Brisbane in our office. I had him for three, four months, but he just started to what what is the right word? He just started to take me for granted. So I had to let him go, and that's how I picked up this guy in New South Wales now. Yeah. Yep. Yep. Yeah. Yeah. Yeah. I totally agree. I think if you have someone like Belinda or someone, you know, they would have a target. Yeah. Like, if I'm paying you x y z, you know, you need to bring me x y z business of new business. I'm always very clear that, you know, not existing business, I mean new business. You know? Yep. Yeah. Yep. Yep. Oh, I know. Yeah. Yeah. So true. Yeah. So, Bruce, for you, your occupancy rate is the most important number. Yeah? If I'm a hotelier, my occupancy rate should be the most one of the important numbers. Yeah? Yeah. Okay. Yeah. Yeah. Yeah. Yep. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Wow. It's like stock market, man. Every day, it's going up and down. Wow. Yeah. Yep. Wow. Wow. Amazing. Yep. Yep. Yeah. Wow. Yep. Yep. Interesting. Yeah. How do we win? Wow. Ensure the customer, not the platform. Now it's allowed. Makes sense. Yeah. Yeah. Yeah. Your your your thing is very difficult for me to comprehend and digest. But I'll definitely keep you posted, please. Yeah. Wow. Not a bit. Wow. Wow. Yeah. Poor guy. Yeah. Yeah. Wow. Wow. Is this for you, that new residential property? Yeah, Bruce? Yeah. Yeah. That's good. I how are you settling in that house? Good? Nice. I think she's more of a city girl. Yeah? Urban living. Yeah. Yeah. Oh, okay. Yeah. Makes sense. Makes sense. Yep. Yep. Yep. Yeah. Yeah. Yeah. Yep. Let me know if you need someone. Yep. Yep. Let me know if there's anything I can do to assist you, Bruce. Thank you, Bruce. Thank you, Mike. Talk to you. 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to TechnoWand. This is Rahul. How can I help you? Oh, Bruce. Good day.\n\nGood day. Good day. Good day, Bruce. Bruce, apologies. I called you from a different number.\n\nWe were changing PABX server and stuff, so I'm just using another temporary number. Right? Go. Go. Go.\n\nNo. No. No. No. My my number is always my number for you.\n\nWill always be the same number till till I am in Australia. I don't like changing numbers, Bruce. I'm very pedantic about it. Yeah. Yeah.\n\nToo many places you have given our numbers. You know? It just can't hear. It's cool. Hey, Bruce.\n\nQuickly, I had given your details to a potential customer named Lee. Did he call you or anything? Okay. Okay. Yes.\n\nI thought you have already told me share your details, so I I didn't have I didn't ask you. You know? That's all. So yeah. Yeah.\n\nYep. Yep. Yep. Leave it with me. I will double check, triple check, and then I'll I'll probably call him next week and see how it's all going.\n\nYou know? MacKay. Yeah. MacKay. Yeah.\n\nAll remote, man. This is for cloud cloud maintenance and all. Yeah. M 3 60 5 backup. No.\n\nI've got I've got engineers in that area as well, contractors, Bruce. Bruce, I hired a a BDM in New South Wales. He started on Monday. Trying to, you know, get some salespeople to make some sales. He's working from home.\n\nYeah. Working from home, Bruce. Yeah. Yeah. Yeah.\n\nBruce, what I have decided is sales guy. Yeah? Whatever wages I'm going to pay him, I need bare bare minimal into three or into four. Right? You whatever you want to do, you do during the day.\n\nAnd every day, I catch up with them once in the day in the morning, and I ask them what they did yesterday, what plans for today. And sales guy, you can see all the call history and all that jazz. And, you know, I had one guy in Brisbane in our office. I had him for three, four months, but he just started to what what is the right word? He just started to take me for granted.\n\nSo I had to let him go, and that's how I picked up this guy in New South Wales now. Yeah. Yep. Yep. Yeah.\n\nYeah. Yeah. I totally agree. I think if you have someone like Belinda or someone, you know, they would have a target. Yeah.\n\nLike, if I'm paying you x y z, you know, you need to bring me x y z business of new business. I'm always very clear that, you know, not existing business, I mean new business. You know? Yep. Yeah.\n\nYep. Yep. Oh, I know. Yeah. Yeah.\n\nSo true. Yeah. So, Bruce, for you, your occupancy rate is the most important number. Yeah? If I'm a hotelier, my occupancy rate should be the most one of the important numbers.\n\nYeah? Yeah. Okay. Yeah. Yeah.\n\nYeah. Yep. Yeah. Yeah. Yeah.\n\nYeah. Yeah. Yeah. Wow. It's like stock market, man.\n\nEvery day, it's going up and down. Wow. Yeah. Yep. Wow.\n\nWow. Amazing. Yep. Yep. Yeah.\n\nWow. Yep. Yep. Interesting. Yeah.\n\nHow do we win? Wow. Ensure the customer, not the platform. Now it's allowed. Makes sense.\n\nYeah. Yeah. Yeah. Your your your thing is very difficult for me to comprehend and digest. But I'll definitely keep you posted, please.\n\nYeah. Wow. Not a bit. Wow. Wow.\n\nYeah. Poor guy. Yeah. Yeah. Wow.\n\nWow. Is this for you, that new residential property? Yeah, Bruce? Yeah. Yeah.\n\nThat's good. I how are you settling in that house? Good? Nice. I think she's more of a city girl.\n\nYeah? Urban living. Yeah. Yeah. Oh, okay.\n\nYeah. Makes sense. Makes sense. Yep. Yep.\n\nYep. Yeah. Yeah. Yeah. Yep.\n\nLet me know if you need someone. Yep. Yep. Let me know if there's anything I can do to assist you, Bruce. Thank you, Bruce.\n\nThank you, Mike. Talk to you. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to TechnoWand.","start":3.1999998,"end":4.42,"sentiment":"neutral","sentiment_score":0.2724744975566864},{"text":"This is Rahul.","start":4.56,"end":5.3599997,"sentiment":"neutral","sentiment_score":0.26687856515248615},{"text":"How can I help you?","start":5.3599997,"end":6.42,"sentiment":"neutral","sentiment_score":0.21629891991615297},{"text":"Oh, Bruce.","start":8.559999,"end":9.12,"sentiment":"neutral","sentiment_score":0.13225388526916504},{"text":"Good day.","start":9.12,"end":9.5199995,"sentiment":"positive","sentiment_score":0.3691811114549637}],"sentiment":"neutral","sentiment_score":0.24682825207710266,"num_words":15,"start":3.1999998,"end":9.5199995},{"sentences":[{"text":"Good day.","start":9.5199995,"end":9.76,"sentiment":"positive","sentiment_score":0.40517489612102514},{"text":"Good day.","start":9.76,"end":10.0,"sentiment":"positive","sentiment_score":0.3518849313259125},{"text":"Good day, Bruce.","start":10.0,"end":10.719999,"sentiment":"neutral","sentiment_score":0.2340740313132604},{"text":"Bruce, apologies.","start":10.719999,"end":11.86,"sentiment":"neutral","sentiment_score":-0.06772437877953053},{"text":"I called you from a different number.","start":12.525,"end":13.885,"sentiment":"neutral","sentiment_score":-0.10651790563549314}],"sentiment":"neutral","sentiment_score":0.08345422823913395,"num_words":16,"start":9.5199995,"end":13.885},{"sentences":[{"text":"We were changing PABX server and stuff, so I'm just using another temporary number.","start":13.885,"end":17.725,"sentiment":"neutral","sentiment_score":-0.0689035736556564},{"text":"Right?","start":17.725,"end":18.225,"sentiment":"neutral","sentiment_score":-0.014065238647162914},{"text":"Go.","start":20.765,"end":21.085,"sentiment":"neutral","sentiment_score":0.016598859801888466},{"text":"Go.","start":21.085,"end":21.585,"sentiment":"neutral","sentiment_score":0.01714276522397995},{"text":"Go.","start":23.564999,"end":23.724998,"sentiment":"neutral","sentiment_score":-0.012943422421813011}],"sentiment":"neutral","sentiment_score":-0.05321761484568318,"num_words":18,"start":13.885,"end":23.724998},{"sentences":[{"text":"No.","start":23.724998,"end":23.885,"sentiment":"neutral","sentiment_score":-0.0652981847524643},{"text":"No.","start":23.885,"end":23.965,"sentiment":"neutral","sentiment_score":-0.0929994061589241},{"text":"No.","start":23.965,"end":24.205,"sentiment":"neutral","sentiment_score":-0.134822279214859},{"text":"No.","start":24.205,"end":24.365,"sentiment":"neutral","sentiment_score":-0.18001967668533325},{"text":"My my number is always my number for you.","start":24.365,"end":27.31,"sentiment":"neutral","sentiment_score":-0.08247875256670846}],"sentiment":"neutral","sentiment_score":-0.09349602460861206,"num_words":13,"start":23.724998,"end":27.31},{"sentences":[{"text":"Will always be the same number till till I am in Australia.","start":27.31,"end":30.29,"sentiment":"neutral","sentiment_score":-0.03219254439075788},{"text":"I don't like changing numbers, Bruce.","start":32.35,"end":33.79,"sentiment":"negative","sentiment_score":-0.5129467596610388},{"text":"I'm very pedantic about 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Bruce.","start":47.824997,"end":48.545,"sentiment":"neutral","sentiment_score":0.06770101934671402}],"sentiment":"neutral","sentiment_score":-0.10392780933115217,"num_words":18,"start":42.385,"end":48.545},{"sentences":[{"text":"Quickly, I had given your details to a potential customer named Lee.","start":48.545,"end":53.765,"sentiment":"neutral","sentiment_score":0.08624167367815971},{"text":"Did he call you or anything?","start":53.905,"end":55.284996,"sentiment":"neutral","sentiment_score":0.031945999090870224},{"text":"Okay.","start":57.329998,"end":57.649998,"sentiment":"neutral","sentiment_score":0.020046662539243695},{"text":"Okay.","start":57.649998,"end":58.149998,"sentiment":"neutral","sentiment_score":0.07775379717350006},{"text":"Yes.","start":62.77,"end":63.27,"sentiment":"neutral","sentiment_score":0.08725624531507492}],"sentiment":"neutral","sentiment_score":0.06722060874814079,"num_words":21,"start":48.545,"end":63.27},{"sentences":[{"text":"I thought you have already told me share your details, so I I didn't have I didn't ask you.","start":63.57,"end":68.61,"sentiment":"neutral","sentiment_score":-0.004671413353399227},{"text":"You know?","start":68.61,"end":69.01,"sentiment":"neutral","sentiment_score":-0.016576169058680534},{"text":"That's all.","start":69.01,"end":69.83,"sentiment":"neutral","sentiment_score":-0.012086965143680573},{"text":"So 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for cloud cloud maintenance and all.","start":104.875,"end":108.36,"sentiment":"neutral","sentiment_score":0.08524074079468846},{"text":"Yeah.","start":110.36,"end":110.840004,"sentiment":"neutral","sentiment_score":-0.004479248076677322},{"text":"M 3 60 5 backup.","start":110.840004,"end":112.38,"sentiment":"neutral","sentiment_score":-0.028222668170928954},{"text":"No.","start":118.28,"end":118.36,"sentiment":"neutral","sentiment_score":-0.17730918526649475}],"sentiment":"neutral","sentiment_score":0.03234857548442152,"num_words":18,"start":103.835,"end":118.36},{"sentences":[{"text":"I've got I've got engineers in that area as well, contractors, Bruce.","start":118.36,"end":123.9,"sentiment":"neutral","sentiment_score":-0.0405094091159602},{"text":"Bruce, I hired a a BDM in New South Wales.","start":126.065,"end":129.025,"sentiment":"neutral","sentiment_score":0.15206217914819717},{"text":"He started on 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know?","start":282.33502,"end":282.93,"sentiment":"neutral","sentiment_score":-0.07302908226847649},{"text":"Yep.","start":296.85,"end":297.35,"sentiment":"neutral","sentiment_score":-0.04555930197238922},{"text":"Yeah.","start":299.015,"end":299.515,"sentiment":"neutral","sentiment_score":-0.023783670738339424}],"sentiment":"neutral","sentiment_score":-0.11975674354471266,"num_words":40,"start":274.015,"end":299.515},{"sentences":[{"text":"Yep.","start":306.375,"end":306.695,"sentiment":"neutral","sentiment_score":0.031169891357421875},{"text":"Yep.","start":306.695,"end":307.195,"sentiment":"neutral","sentiment_score":0.032416995614767075},{"text":"Oh, I 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do we win?","start":560.065,"end":561.20496,"sentiment":"neutral","sentiment_score":0.10243039205670357},{"text":"Wow.","start":607.82996,"end":608.32996,"sentiment":"neutral","sentiment_score":0.04052186384797096},{"text":"Ensure the customer, not the platform.","start":609.67,"end":611.67,"sentiment":"neutral","sentiment_score":0.04068230278789997},{"text":"Now it's allowed.","start":611.67,"end":612.56995,"sentiment":"neutral","sentiment_score":0.08711098382870357},{"text":"Makes 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How are you? Oh, okay. No worries. Should I should I make this number your main number now? Okay. Yeah. I'm with you. I haven't changed numbers in about twenty five years. I wouldn't know what to do. That's it. That's it. I saw that. No. He hasn't called me yet, but I did see that I'm happy for him to call me, and I'll let him chat to him if he chooses to reach out. Yeah. No. That's fine, mate. I'm happy if you tell me, like tell me if you want me to reach out to them or I don't I don't wanna sound like seem like I'm like, it's desperate, so I'll wait for them to reach out to me. But I'm I'm happy to call them. Okay. That one was up in Macau somewhere, wasn't it? Yeah. Actually, you're spreading the wings. You wanna go to MacKay? Oh, okay. I was gonna say, you know, I have a call from some office in my car. It's like, I need you here tomorrow. My car is a long way away. Oh, that's good. Alright. Yeah. If you've got the capacity, grow. Where are they based out of? You're working from home? Yeah. And how do you measure people like that? Yeah. Yeah. Mhmm. Mhmm. Sales is such a hard thing. So the you got that difference between sales and marketing. As business owners, I think we are drawn to sales because it's measurable. You can count how many telephone calls they make, you know, how much they're burning up. Whereas marketing is all a bit airy fairy, and maybe it works, maybe it doesn't, and you never really know. But I think with the the modern modern world and the reason I'm asking this is I'm thinking the same thing at the hotel about whether to put someone like Belinda or Julie back on. And I think distribution has changed so much where for some products, the shoe leather sales, the hunter type sales approach might be less productive for me. Whereas I'm better off putting money in social media and oh, that's that's softer ethereal kind of marketing. But you resent doing that because you can't measure it. Yeah. And software is a bit different. I mean, look at big companies like Oracle and SAP. I mean, they've got massive sales teams, and they then they sales teams are delineated where they've got internal sales versus external sales. Some of their sales teams are about getting more out of the existing customers that they've got. I I think that's one of the last industries where they still do shoe leather sales, but it's very high, very high end sales. And it's interesting to me that the one industry which still does traditional sales is tech, which is about cutting edge. Everything about tech is about how it's modernizing sales and marketing, but that's the one industry that still hires salesmen, basically. I can fill I can fill tomorrow. If I just charge $1 a room, I can fill tomorrow. So occupancy is not important to me. What's important to me is yield. So the at the balance, if I could sell one room for a million dollars a night versus a 100 rooms for $10 a night, I'm much better off selling the one for a million. So I look at the yield now. It changes every day. I mean, your elasticity of demand and your driving factors on a Friday are different to a Saturday, are different to a Sunday, are different to a Monday. So you're chasing a different strategy by market segment by day of the week. It gets highly convoluted. It's funny that you say that when I was going to university back in the nineties, one of the subjects I enjoyed the most was called strategic management. And, essentially, you know, they had a simulation of a hotel and a property management system. And every class we'd go in, we would make a choice on, are we going to drop the rate, and if so, by how much and for what market customers or, like, what what segments? Hang on. I'm not paying attention here. And then you make decisions. Well, are you going to put money into CapEx and improve your room so that you can charge more? And this computer program basically worked out what our marks were at the end of the day. It was crazy. But, yes, that's those are the sort of decisions I'm looking at every day. And so when you bring the sales manager in, one of my crew critiques of Belinda, and I love Belinda, Belinda comes from the side of the industry that is my background. That's all I understand it. But what's the first thing you do as a sales manager is you go to all the hotels and you say, give me all the business cards. Show me who your customers are. And then what you do is you go and contract. So let's say a hotel has a customer that it's like a one nighter or a two nighter, and the the hotel has not seen them before. You then go to the company and you sign up a contract, and the contract means nothing. I mean, I promise you a 100 room nights there. Whether if they deliver, they deliver. If they don't, you can't hold them to it. But then you go to the manager and you say, aren't I good? Look. I signed you up a contract. But you never actually went hunting for a new client. You just used the intel internally in the business. And Liz used to do a head in because she would say, Bruce, every time these sales managers get rusled up at head office, they come to the hotels and they ask the front office manager, well, who's your customers? And then they rush off and they make what is an existing relationship difficult. So previously, the customer just stayed and the company stayed because we're in a good location and a nice rate, and they liked it. Then the sales manager comes along and contracts them and binds them to something, but inevitably drops the rate to do that. So now you're getting the same business at a lower margin, but the sales manager looks like a hero because he signed a contract. And on statistically, it's new business because it was never contracted business before. Now it's contracted. So when it wasn't contracted, you really couldn't measure it. So you didn't you thought you weren't getting a lot. Now it's contracted and you can measure it. You're still not getting a lot, but you're getting a not a lot of lower rates. Yeah. Well, this is why in my industry, I'm starting to think distribution and including with corporate contracts is now largely done through AI type interfaces and how the customer finds you and where they will find your rate. You gotta have your rates on the channel that they might book, and it might be through Flight Centre's travel portal. It might be through CTN. So you actually got a my my customers are not kind of becoming the end user, but becoming the con the conduit, the booking route. If you're not on those routes, then the customer will never find you. Yeah. So, I mean, I mean, in a simplistic format, if your company only books through booking.com and all I've ever done is put my rates on Wazli. As much as I want your company's business, I'm never gonna get it because I'm I haven't worked out how you book. If I work out how you book and I put my rates on booking.com, there's no guarantee I'm gonna get your business either because you still got a choice. Right? So no. I mean, I've I've that's why I was interested in your move back to a sales manager because I I it's been something I've been mulling over and thinking about as well. Anyway, anyway, let me know how it goes. Yeah. I mean, something as simple as, like, renovating a house, and I wanted door locks. Right? So you would think how would you, if you're a locking company, make a sale? Well, the door lock came because I got a locksmith to come out, and I thought I was gonna buy the door lock from him. And he told me I needed a different type of door. And so suddenly, I'm looking for doors. But then Facebook and Instagram are all feeding me adverts for door for door locks. So now I bought this new door, but because of the the algorithms on all my search parameters of no. No. They're feeding me adverts for Keeler hardware in Melbourne that I would never have known existed. Now I I bought my door locks through Keeler hardware in Brisbane. Oh, sorry. In Melbourne. So so the the locksmith who had a sales manager who was diligent, and he came out, and he gave me great advice, and he quoted, he lost the sale. Because he wanted to sell me a particular brand of lock that he could get cheap. Whereas by the time I took his advice and worked out that I needed a new door, I was getting fed totally different alternatives, which ended up making a sale on. CCTV, another one. I I had lots of people come out and look at my CCTV. The end? I ended up picking someone that came to me on a Facebook ad. Yeah. The house is ideal. So I'm loving it. My kids aren't loving it. Oh, sorry. My kids are loving it. My wife isn't. Lisa doesn't like it. She likes living in the building. Yeah. And it's it's also the house made it very cold because it's a Queensland. That's a my next we talk about door locks and CCTV. My next purchase will be solar panels and insulation. So I wonder how those companies market. So with the people. Anyway, I'll be chewing it here all day. Alright. 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How are you? Oh, okay. No worries. Should I should I make this number your main number now?\n\nOkay. Yeah. I'm with you. I haven't changed numbers in about twenty five years. I wouldn't know what to do.\n\nThat's it. That's it. I saw that. No. He hasn't called me yet, but I did see that I'm happy for him to call me, and I'll let him chat to him if he chooses to reach out.\n\nYeah. No. That's fine, mate. I'm happy if you tell me, like tell me if you want me to reach out to them or I don't I don't wanna sound like seem like I'm like, it's desperate, so I'll wait for them to reach out to me. But I'm I'm happy to call them.\n\nOkay. That one was up in Macau somewhere, wasn't it? Yeah. Actually, you're spreading the wings. You wanna go to MacKay?\n\nOh, okay. I was gonna say, you know, I have a call from some office in my car. It's like, I need you here tomorrow. My car is a long way away. Oh, that's good.\n\nAlright. Yeah. If you've got the capacity, grow. Where are they based out of? You're working from home?\n\nYeah. And how do you measure people like that? Yeah. Yeah. Mhmm.\n\nMhmm. Sales is such a hard thing. So the you got that difference between sales and marketing. As business owners, I think we are drawn to sales because it's measurable. You can count how many telephone calls they make, you know, how much they're burning up.\n\nWhereas marketing is all a bit airy fairy, and maybe it works, maybe it doesn't, and you never really know. But I think with the the modern modern world and the reason I'm asking this is I'm thinking the same thing at the hotel about whether to put someone like Belinda or Julie back on. And I think distribution has changed so much where for some products, the shoe leather sales, the hunter type sales approach might be less productive for me. Whereas I'm better off putting money in social media and oh, that's that's softer ethereal kind of marketing. But you resent doing that because you can't measure it.\n\nYeah. And software is a bit different. I mean, look at big companies like Oracle and SAP. I mean, they've got massive sales teams, and they then they sales teams are delineated where they've got internal sales versus external sales. Some of their sales teams are about getting more out of the existing customers that they've got.\n\nI I think that's one of the last industries where they still do shoe leather sales, but it's very high, very high end sales. And it's interesting to me that the one industry which still does traditional sales is tech, which is about cutting edge. Everything about tech is about how it's modernizing sales and marketing, but that's the one industry that still hires salesmen, basically. I can fill I can fill tomorrow. If I just charge $1 a room, I can fill tomorrow.\n\nSo occupancy is not important to me. What's important to me is yield. So the at the balance, if I could sell one room for a million dollars a night versus a 100 rooms for $10 a night, I'm much better off selling the one for a million. So I look at the yield now. It changes every day.\n\nI mean, your elasticity of demand and your driving factors on a Friday are different to a Saturday, are different to a Sunday, are different to a Monday. So you're chasing a different strategy by market segment by day of the week. It gets highly convoluted. It's funny that you say that when I was going to university back in the nineties, one of the subjects I enjoyed the most was called strategic management. And, essentially, you know, they had a simulation of a hotel and a property management system.\n\nAnd every class we'd go in, we would make a choice on, are we going to drop the rate, and if so, by how much and for what market customers or, like, what what segments? Hang on. I'm not paying attention here. And then you make decisions. Well, are you going to put money into CapEx and improve your room so that you can charge more?\n\nAnd this computer program basically worked out what our marks were at the end of the day. It was crazy. But, yes, that's those are the sort of decisions I'm looking at every day. And so when you bring the sales manager in, one of my crew critiques of Belinda, and I love Belinda, Belinda comes from the side of the industry that is my background. That's all I understand it.\n\nBut what's the first thing you do as a sales manager is you go to all the hotels and you say, give me all the business cards. Show me who your customers are. And then what you do is you go and contract. So let's say a hotel has a customer that it's like a one nighter or a two nighter, and the the hotel has not seen them before. You then go to the company and you sign up a contract, and the contract means nothing.\n\nI mean, I promise you a 100 room nights there. Whether if they deliver, they deliver. If they don't, you can't hold them to it. But then you go to the manager and you say, aren't I good? Look.\n\nI signed you up a contract. But you never actually went hunting for a new client. You just used the intel internally in the business. And Liz used to do a head in because she would say, Bruce, every time these sales managers get rusled up at head office, they come to the hotels and they ask the front office manager, well, who's your customers? And then they rush off and they make what is an existing relationship difficult.\n\nSo previously, the customer just stayed and the company stayed because we're in a good location and a nice rate, and they liked it. Then the sales manager comes along and contracts them and binds them to something, but inevitably drops the rate to do that. So now you're getting the same business at a lower margin, but the sales manager looks like a hero because he signed a contract. And on statistically, it's new business because it was never contracted business before. Now it's contracted.\n\nSo when it wasn't contracted, you really couldn't measure it. So you didn't you thought you weren't getting a lot. Now it's contracted and you can measure it. You're still not getting a lot, but you're getting a not a lot of lower rates. Yeah.\n\nWell, this is why in my industry, I'm starting to think distribution and including with corporate contracts is now largely done through AI type interfaces and how the customer finds you and where they will find your rate. You gotta have your rates on the channel that they might book, and it might be through Flight Centre's travel portal. It might be through CTN. So you actually got a my my customers are not kind of becoming the end user, but becoming the con the conduit, the booking route. If you're not on those routes, then the customer will never find you.\n\nYeah. So, I mean, I mean, in a simplistic format, if your company only books through booking.com and all I've ever done is put my rates on Wazli. As much as I want your company's business, I'm never gonna get it because I'm I haven't worked out how you book. If I work out how you book and I put my rates on booking.com, there's no guarantee I'm gonna get your business either because you still got a choice. Right?\n\nSo no. I mean, I've I've that's why I was interested in your move back to a sales manager because I I it's been something I've been mulling over and thinking about as well. Anyway, anyway, let me know how it goes. Yeah. I mean, something as simple as, like, renovating a house, and I wanted door locks.\n\nRight? So you would think how would you, if you're a locking company, make a sale? Well, the door lock came because I got a locksmith to come out, and I thought I was gonna buy the door lock from him. And he told me I needed a different type of door. And so suddenly, I'm looking for doors.\n\nBut then Facebook and Instagram are all feeding me adverts for door for door locks. So now I bought this new door, but because of the the algorithms on all my search parameters of no. No. They're feeding me adverts for Keeler hardware in Melbourne that I would never have known existed. Now I I bought my door locks through Keeler hardware in Brisbane.\n\nOh, sorry. In Melbourne. So so the the locksmith who had a sales manager who was diligent, and he came out, and he gave me great advice, and he quoted, he lost the sale. Because he wanted to sell me a particular brand of lock that he could get cheap. Whereas by the time I took his advice and worked out that I needed a new door, I was getting fed totally different alternatives, which ended up making a sale on.\n\nCCTV, another one. I I had lots of people come out and look at my CCTV. The end? I ended up picking someone that came to me on a Facebook ad. Yeah.\n\nThe house is ideal. So I'm loving it. My kids aren't loving it. Oh, sorry. My kids are loving it.\n\nMy wife isn't. Lisa doesn't like it. She likes living in the building. Yeah. And it's it's also the house made it very cold because it's a Queensland.\n\nThat's a my next we talk about door locks and CCTV. My next purchase will be solar panels and insulation. So I wonder how those companies market. So with the people. Anyway, I'll be chewing it here all day.\n\nAlright. Thanks, man.","paragraphs":[{"sentences":[{"text":"Rahul, Bruce here.","start":6.7999997,"end":7.7599998,"sentiment":"neutral","sentiment_score":0.0939573993285497},{"text":"How are you?","start":7.7599998,"end":8.5,"sentiment":"neutral","sentiment_score":0.13372228542963663},{"text":"Oh, okay.","start":18.795,"end":19.355,"sentiment":"neutral","sentiment_score":0.00607633963227272},{"text":"No worries.","start":19.355,"end":20.015,"sentiment":"neutral","sentiment_score":0.021383047103881836},{"text":"Should I should I make this number your main number now?","start":20.634998,"end":23.375,"sentiment":"neutral","sentiment_score":0.012055199677971277}],"sentiment":"neutral","sentiment_score":0.041455477343073914,"num_words":21,"start":6.7999997,"end":23.375},{"sentences":[{"text":"Okay.","start":31.220001,"end":31.720001,"sentiment":"neutral","sentiment_score":-0.20793932676315308},{"text":"Yeah.","start":35.940002,"end":36.18,"sentiment":"neutral","sentiment_score":-0.1388034075498581},{"text":"I'm with you.","start":36.18,"end":36.82,"sentiment":"neutral","sentiment_score":-0.11481792231400807},{"text":"I haven't changed numbers in about twenty five years.","start":36.82,"end":39.4,"sentiment":"neutral","sentiment_score":-0.20528382890754276},{"text":"I wouldn't know what to do.","start":39.86,"end":41.24,"sentiment":"neutral","sentiment_score":-0.2328837886452675}],"sentiment":"neutral","sentiment_score":-0.19680268466472625,"num_words":20,"start":31.220001,"end":41.24},{"sentences":[{"text":"That's it.","start":45.715,"end":46.455,"sentiment":"neutral","sentiment_score":-0.1601562350988388},{"text":"That's it.","start":46.595,"end":47.415,"sentiment":"neutral","sentiment_score":-0.02439725026488304},{"text":"I saw that.","start":54.69,"end":55.59,"sentiment":"neutral","sentiment_score":0.013549573409060637},{"text":"No.","start":55.73,"end":55.97,"sentiment":"neutral","sentiment_score":-0.055175576359033585},{"text":"He hasn't called me yet, but I did see that I'm happy for him to call me, and I'll let him chat to him if he chooses to reach out.","start":55.97,"end":63.19,"sentiment":"neutral","sentiment_score":0.23037810089687508}],"sentiment":"neutral","sentiment_score":0.17178182105386727,"num_words":38,"start":45.715,"end":63.19},{"sentences":[{"text":"Yeah.","start":69.575,"end":69.895,"sentiment":"neutral","sentiment_score":0.014030102640390396},{"text":"No.","start":69.895,"end":70.135,"sentiment":"neutral","sentiment_score":-0.03066374361515045},{"text":"That's fine, mate.","start":70.135,"end":70.935,"sentiment":"neutral","sentiment_score":0.13956113159656525},{"text":"I'm happy if you tell me, like tell me if you want me to reach out to them or I don't I don't wanna sound like seem like I'm like, it's desperate, so I'll wait for them to reach out to me.","start":70.935,"end":84.07,"sentiment":"neutral","sentiment_score":-0.04306884593374673},{"text":"But I'm I'm happy to call them.","start":84.53,"end":86.950005,"sentiment":"neutral","sentiment_score":0.1953625434211322}],"sentiment":"neutral","sentiment_score":-0.0007278513232315028,"num_words":54,"start":69.575,"end":86.950005},{"sentences":[{"text":"Okay.","start":93.33,"end":93.73,"sentiment":"neutral","sentiment_score":0.007262972183525562},{"text":"That one was up in Macau somewhere, wasn't it?","start":93.73,"end":96.630005,"sentiment":"neutral","sentiment_score":0.005273948734005292},{"text":"Yeah.","start":98.465,"end":98.965,"sentiment":"neutral","sentiment_score":0.14058232307434082},{"text":"Actually, you're spreading the wings.","start":99.585,"end":101.265,"sentiment":"neutral","sentiment_score":0.28786392211914064},{"text":"You wanna go to MacKay?","start":101.265,"end":102.405,"sentiment":"neutral","sentiment_score":0.20846851468086242}],"sentiment":"neutral","sentiment_score":0.12747490561256805,"num_words":21,"start":93.33,"end":102.405},{"sentences":[{"text":"Oh, okay.","start":109.104996,"end":109.845,"sentiment":"neutral","sentiment_score":0.03843130171298981},{"text":"I was gonna say, you know, I have a call from some office in my car.","start":110.159996,"end":113.28,"sentiment":"neutral","sentiment_score":-0.03176620916929096},{"text":"It's like, I need you here tomorrow.","start":113.28,"end":114.9,"sentiment":"neutral","sentiment_score":-0.10122412443161011},{"text":"My car is a long way away.","start":115.439995,"end":118.42,"sentiment":"neutral","sentiment_score":-0.30600692331790924},{"text":"Oh, that's good.","start":124.755,"end":125.575,"sentiment":"neutral","sentiment_score":0.3316050171852112}],"sentiment":"neutral","sentiment_score":-0.06534854359924794,"num_words":35,"start":109.104996,"end":125.575},{"sentences":[{"text":"Alright.","start":131.155,"end":131.655,"sentiment":"neutral","sentiment_score":0.2221087217330933},{"text":"Yeah.","start":139.1,"end":139.6,"sentiment":"neutral","sentiment_score":0.15069566667079926},{"text":"If you've got the capacity, grow.","start":139.98,"end":141.92,"sentiment":"neutral","sentiment_score":0.11721905196706454},{"text":"Where are they based out of?","start":144.14,"end":145.76,"sentiment":"neutral","sentiment_score":0.037338221135238804},{"text":"You're working from home?","start":145.98,"end":147.2,"sentiment":"neutral","sentiment_score":0.035536328330636024}],"sentiment":"neutral","sentiment_score":0.08012740779668093,"num_words":18,"start":131.155,"end":147.2},{"sentences":[{"text":"Yeah.","start":149.625,"end":150.125,"sentiment":"neutral","sentiment_score":0.053881146013736725},{"text":"And how do you measure people like that?","start":151.065,"end":153.085,"sentiment":"neutral","sentiment_score":0.03017044859007001},{"text":"Yeah.","start":158.345,"end":158.845,"sentiment":"neutral","sentiment_score":0.012632984668016434},{"text":"Yeah.","start":164.04001,"end":164.54001,"sentiment":"neutral","sentiment_score":0.05925783142447472},{"text":"Mhmm.","start":171.96,"end":172.46,"sentiment":"neutral","sentiment_score":0.040014564990997314}],"sentiment":"neutral","sentiment_score":0.03392917631814877,"num_words":12,"start":149.625,"end":172.46},{"sentences":[{"text":"Mhmm.","start":185.335,"end":185.835,"sentiment":"neutral","sentiment_score":-0.04340281710028648},{"text":"Sales is such a hard thing.","start":202.31,"end":204.33,"sentiment":"negative","sentiment_score":-0.4462289015452067},{"text":"So the you got that difference between sales and marketing.","start":205.795,"end":208.775,"sentiment":"neutral","sentiment_score":-0.20478367656469346},{"text":"As business owners, I think we are drawn to sales because it's measurable.","start":210.275,"end":214.59499,"sentiment":"neutral","sentiment_score":0.21867899539378974},{"text":"You can count how many telephone calls they make, you know, how much they're burning up.","start":214.59499,"end":219.15,"sentiment":"neutral","sentiment_score":-0.06601487135048956}],"sentiment":"neutral","sentiment_score":-0.0648266085545006,"num_words":46,"start":185.335,"end":219.15},{"sentences":[{"text":"Whereas marketing is all a bit airy fairy, and maybe it works, maybe it doesn't, and you never really know.","start":219.23,"end":224.37,"sentiment":"neutral","sentiment_score":-0.1209633458405733},{"text":"But I think with the the modern modern world and the reason I'm asking this is I'm thinking the same thing at the hotel about whether to put someone like Belinda or Julie back on.","start":224.67,"end":234.53,"sentiment":"neutral","sentiment_score":-0.123457433283329},{"text":"And I think distribution has changed so much where for some products, the shoe leather sales, the hunter type sales approach might be less productive for me.","start":236.535,"end":251.31,"sentiment":"negative","sentiment_score":-0.46744234418427505},{"text":"Whereas I'm better off putting money in social media and oh, that's that's softer ethereal kind of marketing.","start":252.17,"end":261.63,"sentiment":"neutral","sentiment_score":-0.2741350970334477},{"text":"But you resent doing that because you can't measure it.","start":262.355,"end":275.975,"sentiment":"negative","sentiment_score":-0.471175841987133}],"sentiment":"neutral","sentiment_score":-0.2637037321925163,"num_words":110,"start":219.23,"end":275.975},{"sentences":[{"text":"Yeah.","start":283.53,"end":284.03,"sentiment":"neutral","sentiment_score":-0.06635802984237671},{"text":"And software is a bit different.","start":285.53,"end":286.81,"sentiment":"neutral","sentiment_score":-0.08268800626198451},{"text":"I mean, look at big companies like Oracle and SAP.","start":286.81,"end":289.69,"sentiment":"neutral","sentiment_score":-0.020944258943200112},{"text":"I mean, they've got massive sales teams, and they then they sales teams are delineated where they've got internal sales versus external sales.","start":289.69,"end":298.505,"sentiment":"neutral","sentiment_score":-0.02896344780532198},{"text":"Some of their sales teams are about getting more out of the existing customers that they've got.","start":300.805,"end":305.705,"sentiment":"neutral","sentiment_score":-0.01900414574672194}],"sentiment":"neutral","sentiment_score":-0.030897516387069533,"num_words":57,"start":283.53,"end":305.705},{"sentences":[{"text":"I I think that's one of the last industries where they still do shoe leather sales, but it's very high, very high end sales.","start":307.5,"end":317.1,"sentiment":"neutral","sentiment_score":0.019913390666867297},{"text":"And it's interesting to me that the one industry which still does traditional sales is tech, which is about cutting edge.","start":317.1,"end":324.485,"sentiment":"neutral","sentiment_score":0.045804484082119803},{"text":"Everything about tech is about how it's modernizing sales and marketing, but that's the one industry that still hires salesmen, basically.","start":325.66498,"end":335.285,"sentiment":"neutral","sentiment_score":0.08269497042610532},{"text":"I can fill I can fill tomorrow.","start":343.56,"end":345.0,"sentiment":"neutral","sentiment_score":0.04324250136102949},{"text":"If I just charge $1 a room, I can fill tomorrow.","start":345.0,"end":347.32,"sentiment":"neutral","sentiment_score":0.01696555291048505}],"sentiment":"neutral","sentiment_score":0.0436396251454772,"num_words":84,"start":307.5,"end":347.32},{"sentences":[{"text":"So occupancy is not important to me.","start":347.32,"end":349.5,"sentiment":"neutral","sentiment_score":-0.019921642329011644},{"text":"What's important to me is yield.","start":349.655,"end":351.515,"sentiment":"neutral","sentiment_score":0.02702148382862409},{"text":"So the at the balance, if I could sell one room for a million dollars a night versus a 100 rooms for $10 a night, I'm much better off selling the one for a million.","start":352.375,"end":364.075,"sentiment":"neutral","sentiment_score":0.04232988144670214},{"text":"So I look at the yield now.","start":365.43,"end":367.29,"sentiment":"neutral","sentiment_score":0.03954724435295377},{"text":"It changes every day.","start":368.23,"end":369.27,"sentiment":"neutral","sentiment_score":0.039834232069551945}],"sentiment":"neutral","sentiment_score":0.03288798128901902,"num_words":59,"start":347.32,"end":369.27},{"sentences":[{"text":"I mean, your elasticity of demand and your driving factors on a Friday are different to a Saturday, are different to a Sunday, are different to a Monday.","start":369.27,"end":376.09,"sentiment":"neutral","sentiment_score":-0.0018617291269557815},{"text":"So you're chasing a different strategy by market segment by day of the week.","start":376.47,"end":383.295,"sentiment":"neutral","sentiment_score":-0.05637516440557582},{"text":"It gets highly convoluted.","start":383.295,"end":384.915,"sentiment":"neutral","sentiment_score":-0.2264740765094757},{"text":"It's funny that you say that when I was going to university back in the nineties, one of the subjects I enjoyed the most was called strategic management.","start":389.775,"end":398.57,"sentiment":"neutral","sentiment_score":0.10412978314395462},{"text":"And, essentially, you know, they had a simulation of a hotel and a property management system.","start":399.27,"end":404.57,"sentiment":"neutral","sentiment_score":0.04097211849875748}],"sentiment":"neutral","sentiment_score":0.020265675563779142,"num_words":90,"start":369.27,"end":404.57},{"sentences":[{"text":"And every class we'd go in, we would make a choice on, are we going to drop the rate, and if so, by how much and for what market customers or, like, what what segments?","start":404.87,"end":415.47498,"sentiment":"neutral","sentiment_score":-0.0024423204362392426},{"text":"Hang on.","start":418.495,"end":418.97498,"sentiment":"neutral","sentiment_score":-0.1063951626420021},{"text":"I'm not paying attention here.","start":418.97498,"end":420.675,"sentiment":"neutral","sentiment_score":-0.2824244797229767},{"text":"And then you make decisions.","start":421.935,"end":424.34,"sentiment":"neutral","sentiment_score":-0.06981026083230972},{"text":"Well, are you going to put money into CapEx and improve your room so that you can charge more?","start":424.4,"end":430.98,"sentiment":"neutral","sentiment_score":0.049769420568880285}],"sentiment":"neutral","sentiment_score":-0.016876155341213398,"num_words":66,"start":404.87,"end":430.98},{"sentences":[{"text":"And this computer program basically worked out what our marks were at the end of the day.","start":431.76,"end":436.18,"sentiment":"neutral","sentiment_score":0.05669339724323329},{"text":"It was crazy.","start":436.965,"end":438.905,"sentiment":"neutral","sentiment_score":0.2364716629187266},{"text":"But, yes, that's those are the sort of decisions I'm looking at every day.","start":439.925,"end":443.845,"sentiment":"neutral","sentiment_score":0.2965690280709948},{"text":"And so when you bring the sales manager in, one of my crew critiques of Belinda, and I love Belinda, Belinda comes from the side of the industry that is my background.","start":443.845,"end":453.97998,"sentiment":"neutral","sentiment_score":0.1896098555298522},{"text":"That's all I understand it.","start":454.03998,"end":455.47998,"sentiment":"neutral","sentiment_score":-0.003943979181349278}],"sentiment":"neutral","sentiment_score":0.16722485374554363,"num_words":71,"start":431.76,"end":455.47998},{"sentences":[{"text":"But what's the first thing you do as a sales manager is you go to all the hotels and you say, give me all the business cards.","start":455.47998,"end":461.65997,"sentiment":"neutral","sentiment_score":-0.006514460538272504},{"text":"Show me who your customers are.","start":461.87997,"end":463.65997,"sentiment":"neutral","sentiment_score":0.0006363713182508945},{"text":"And then what you do is you go and contract.","start":464.43997,"end":467.16498,"sentiment":"neutral","sentiment_score":-0.003113257000222802},{"text":"So let's say a hotel has a customer that it's like a one nighter or a two nighter, and the the hotel has not seen them before.","start":467.54498,"end":476.50497,"sentiment":"neutral","sentiment_score":-0.03245911723071778},{"text":"You then go to the company and you sign up a contract, and the contract means nothing.","start":476.50497,"end":480.72,"sentiment":"neutral","sentiment_score":-0.03485706788213814}],"sentiment":"neutral","sentiment_score":-0.01922035742358401,"num_words":87,"start":455.47998,"end":480.72},{"sentences":[{"text":"I mean, I promise you a 100 room nights there.","start":480.72,"end":482.47998,"sentiment":"neutral","sentiment_score":-0.03636868074536324},{"text":"Whether if they deliver, they deliver.","start":482.47998,"end":483.84,"sentiment":"neutral","sentiment_score":-0.04481110783914725},{"text":"If they don't, you can't hold them to it.","start":483.84,"end":485.69998,"sentiment":"neutral","sentiment_score":-0.12168312900596195},{"text":"But then you go to the manager and you say, aren't I good?","start":485.91998,"end":488.24,"sentiment":"neutral","sentiment_score":-0.11002206114622262},{"text":"Look.","start":488.24,"end":488.4,"sentiment":"neutral","sentiment_score":-0.04662815481424332}],"sentiment":"neutral","sentiment_score":-0.08216965551941822,"num_words":39,"start":480.72,"end":488.4},{"sentences":[{"text":"I signed you up a contract.","start":488.4,"end":489.69998,"sentiment":"neutral","sentiment_score":-0.038509234165151916},{"text":"But you never actually went hunting for a new client.","start":489.84,"end":492.4,"sentiment":"neutral","sentiment_score":-0.08294148780405522},{"text":"You just used the intel internally in the business.","start":492.4,"end":495.3,"sentiment":"neutral","sentiment_score":-0.05104375796185599},{"text":"And Liz used to do a head in because she would say, Bruce, every time these sales managers get rusled up at head office, they come to the hotels and they ask the front office manager, well, who's your customers?","start":496.115,"end":508.775,"sentiment":"neutral","sentiment_score":-0.07109765731729567},{"text":"And then they rush off and they make what is an existing relationship difficult.","start":508.835,"end":513.11,"sentiment":"neutral","sentiment_score":-0.14746513909527234}],"sentiment":"neutral","sentiment_score":-0.08137066259131401,"num_words":79,"start":488.4,"end":513.11},{"sentences":[{"text":"So previously, the customer just stayed and the company stayed because we're in a good location and a nice rate, and they liked it.","start":513.73,"end":520.77,"sentiment":"neutral","sentiment_score":0.1186234918422997},{"text":"Then the sales manager comes along and contracts them and binds them to something, but inevitably drops the rate to do that.","start":520.77,"end":527.525,"sentiment":"neutral","sentiment_score":-0.031654064458879555},{"text":"So now you're getting the same business at a lower margin, but the sales manager looks like a hero because he signed a contract.","start":528.705,"end":534.885,"sentiment":"neutral","sentiment_score":0.14402618039942658},{"text":"And on statistically, it's new business because it was never contracted business before.","start":538.45996,"end":543.25995,"sentiment":"neutral","sentiment_score":-0.022146599425468594},{"text":"Now it's contracted.","start":543.25995,"end":544.24,"sentiment":"neutral","sentiment_score":-0.059533959875504174}],"sentiment":"neutral","sentiment_score":0.05977552376219158,"num_words":86,"start":513.73,"end":544.24},{"sentences":[{"text":"So when it wasn't contracted, you really couldn't measure it.","start":545.1,"end":548.22,"sentiment":"neutral","sentiment_score":-0.14661553353071213},{"text":"So you didn't you thought you weren't getting a lot.","start":548.22,"end":551.04,"sentiment":"neutral","sentiment_score":-0.15118604972958566},{"text":"Now it's contracted and you can measure it.","start":551.445,"end":553.525,"sentiment":"neutral","sentiment_score":-0.032325572334229946},{"text":"You're still not getting a lot, but you're getting a not a lot of lower rates.","start":553.525,"end":557.22504,"sentiment":"neutral","sentiment_score":-0.25616317335516214},{"text":"Yeah.","start":562.005,"end":562.085,"sentiment":"neutral","sentiment_score":0.07952389121055603}],"sentiment":"neutral","sentiment_score":-0.16123793986108567,"num_words":45,"start":545.1,"end":562.085},{"sentences":[{"text":"Well, this is why in my industry, I'm starting to think distribution and including with corporate contracts is now largely done through AI type interfaces and how the customer finds you and where they will find your rate.","start":562.085,"end":585.875,"sentiment":"neutral","sentiment_score":0.1468561642656201},{"text":"You gotta have your rates on the channel that they might book, and it might be through Flight Centre's travel portal.","start":585.875,"end":592.675,"sentiment":"neutral","sentiment_score":0.13690040544385002},{"text":"It might be through CTN.","start":592.675,"end":593.97504,"sentiment":"neutral","sentiment_score":0.08130810558795928},{"text":"So you actually got a my my customers are not kind of becoming the end user, but becoming the con the conduit, the booking route.","start":594.66,"end":602.6,"sentiment":"neutral","sentiment_score":0.1101094999909401},{"text":"If you're not on those routes, then the customer will never find you.","start":603.94,"end":606.83997,"sentiment":"neutral","sentiment_score":-0.07835153031807679}],"sentiment":"neutral","sentiment_score":0.10388383225483053,"num_words":102,"start":562.085,"end":606.83997},{"sentences":[{"text":"Yeah.","start":613.915,"end":614.235,"sentiment":"neutral","sentiment_score":0.06579022854566574},{"text":"So, I mean, I mean, in a simplistic format, if your company only books through booking.com and all I've ever done is put my rates on Wazli.","start":614.235,"end":620.65497,"sentiment":"neutral","sentiment_score":0.06971577941267579},{"text":"As much as I want your company's business, I'm never gonna get it because I'm I haven't worked out how you book.","start":622.68,"end":628.13995,"sentiment":"neutral","sentiment_score":-0.09854002076793801},{"text":"If I work out how you book and I put my rates on booking.com, there's no guarantee I'm gonna get your business either because you still got a choice.","start":629.95996,"end":635.0,"sentiment":"neutral","sentiment_score":-0.0862081957788303},{"text":"Right?","start":635.0,"end":635.5,"sentiment":"neutral","sentiment_score":-0.05018259584903717}],"sentiment":"neutral","sentiment_score":-0.034624805720523,"num_words":80,"start":613.915,"end":635.5},{"sentences":[{"text":"So no.","start":636.645,"end":646.325,"sentiment":"neutral","sentiment_score":-0.2738310843706131},{"text":"I mean, I've I've that's why I was interested in your move back to a sales manager because I I it's been something I've been mulling over and thinking about as well.","start":646.325,"end":655.57,"sentiment":"neutral","sentiment_score":-0.14911919669248164},{"text":"Anyway, anyway, let me know how it goes.","start":657.87,"end":660.13,"sentiment":"neutral","sentiment_score":0.15875349007546902},{"text":"Yeah.","start":665.825,"end":666.325,"sentiment":"neutral","sentiment_score":0.07673965394496918},{"text":"I mean, something as simple as, like, renovating a house, and I wanted door locks.","start":666.385,"end":673.185,"sentiment":"neutral","sentiment_score":0.0836739793419838}],"sentiment":"neutral","sentiment_score":-0.04685515859003725,"num_words":58,"start":636.645,"end":673.185},{"sentences":[{"text":"Right?","start":673.185,"end":673.685,"sentiment":"neutral","sentiment_score":0.0683993399143219},{"text":"So you would think how would you, if you're a locking company, make a sale?","start":674.145,"end":678.565,"sentiment":"neutral","sentiment_score":0.06399374107519785},{"text":"Well, the door lock came because I got a locksmith to come out, and I thought I was gonna buy the door lock from him.","start":678.705,"end":687.77,"sentiment":"neutral","sentiment_score":-0.03119159795343876},{"text":"And he told me I needed a different type of door.","start":687.77,"end":690.19,"sentiment":"neutral","sentiment_score":-0.0721464255316691},{"text":"And so suddenly, I'm looking for doors.","start":690.73,"end":692.81,"sentiment":"neutral","sentiment_score":-0.05999397699322019}],"sentiment":"neutral","sentiment_score":-0.016356830721942044,"num_words":59,"start":673.185,"end":692.81},{"sentences":[{"text":"But then Facebook and Instagram are all feeding me adverts for door for door locks.","start":692.81,"end":699.77496,"sentiment":"neutral","sentiment_score":-0.15241983731587727},{"text":"So now I bought this new door, but because of the the algorithms on all my search parameters of no.","start":699.915,"end":706.315,"sentiment":"neutral","sentiment_score":-0.14781358055770397},{"text":"No.","start":706.315,"end":706.475,"sentiment":"neutral","sentiment_score":-0.18809515237808228},{"text":"They're feeding me adverts for Keeler hardware in Melbourne that I would never have known existed.","start":706.475,"end":711.22003,"sentiment":"neutral","sentiment_score":-0.16219343012198806},{"text":"Now I I bought my door locks through Keeler hardware in Brisbane.","start":712.16003,"end":715.54004,"sentiment":"neutral","sentiment_score":0.0318582970649004}],"sentiment":"neutral","sentiment_score":-0.11942905688192695,"num_words":64,"start":692.81,"end":715.54004},{"sentences":[{"text":"Oh, sorry.","start":715.68,"end":716.08,"sentiment":"neutral","sentiment_score":-0.05867023393511772},{"text":"In Melbourne.","start":716.08,"end":716.74,"sentiment":"neutral","sentiment_score":-0.04466255381703377},{"text":"So so the the locksmith who had a sales manager who was diligent, and he came out, and he gave me great advice, and he quoted, he lost the sale.","start":718.64,"end":726.155,"sentiment":"neutral","sentiment_score":-0.1531123500317335},{"text":"Because he wanted to sell me a particular brand of lock that he could get cheap.","start":731.495,"end":734.955,"sentiment":"neutral","sentiment_score":-0.2769835516810417},{"text":"Whereas by the time I took his advice and worked out that I needed a new door, I was getting fed totally different alternatives, which ended up making a sale on.","start":735.27,"end":745.05005,"sentiment":"neutral","sentiment_score":-0.17329731511492882}],"sentiment":"neutral","sentiment_score":-0.18029616878908358,"num_words":81,"start":715.68,"end":745.05005},{"sentences":[{"text":"CCTV, another one.","start":745.59,"end":746.87006,"sentiment":"neutral","sentiment_score":-0.05341173708438873},{"text":"I I had lots of people come out and look at my CCTV.","start":746.87006,"end":750.995,"sentiment":"neutral","sentiment_score":-0.06506597078763522},{"text":"The end?","start":751.535,"end":752.27496,"sentiment":"neutral","sentiment_score":-0.06548096984624863},{"text":"I ended up picking someone that came to me on a Facebook ad.","start":752.415,"end":755.39496,"sentiment":"neutral","sentiment_score":-0.057854835946972556},{"text":"Yeah.","start":760.33496,"end":760.83496,"sentiment":"neutral","sentiment_score":0.16584232449531555}],"sentiment":"neutral","sentiment_score":-0.05385391606250778,"num_words":32,"start":745.59,"end":760.83496},{"sentences":[{"text":"The house is ideal.","start":761.295,"end":762.195,"sentiment":"positive","sentiment_score":0.38604936003685},{"text":"So I'm loving it.","start":766.73,"end":768.19,"sentiment":"positive","sentiment_score":0.43403269350528717},{"text":"My kids aren't loving it.","start":769.05,"end":770.89,"sentiment":"neutral","sentiment_score":-0.06327685415744781},{"text":"Oh, sorry.","start":770.89,"end":771.29,"sentiment":"neutral","sentiment_score":-0.07373159751296043},{"text":"My kids are loving it.","start":771.29,"end":772.49,"sentiment":"neutral","sentiment_score":0.03122423142194748}],"sentiment":"neutral","sentiment_score":0.1486300952732563,"num_words":20,"start":761.295,"end":772.49},{"sentences":[{"text":"My wife isn't.","start":772.49,"end":773.37,"sentiment":"neutral","sentiment_score":-0.2477301905552546},{"text":"Lisa doesn't like it.","start":773.37,"end":774.33,"sentiment":"neutral","sentiment_score":-0.21578925848007202},{"text":"She likes living in the building.","start":774.33,"end":775.70996,"sentiment":"neutral","sentiment_score":-0.08351243287324905},{"text":"Yeah.","start":780.365,"end":780.865,"sentiment":"neutral","sentiment_score":-0.0378214567899704},{"text":"And it's it's also the house made it very cold because it's a Queensland.","start":780.925,"end":787.345,"sentiment":"neutral","sentiment_score":-0.10736537199201328}],"sentiment":"neutral","sentiment_score":-0.1302985309822751,"num_words":28,"start":772.49,"end":787.345},{"sentences":[{"text":"That's a my next we talk about door locks and CCTV.","start":787.40497,"end":791.3,"sentiment":"neutral","sentiment_score":0.026840490373698147},{"text":"My next purchase will be solar panels and insulation.","start":791.6,"end":795.22,"sentiment":"neutral","sentiment_score":0.036908947138322726},{"text":"So I wonder how those companies market.","start":797.68,"end":800.18,"sentiment":"neutral","sentiment_score":-0.021592858380505016},{"text":"So with the people.","start":800.39996,"end":802.66,"sentiment":"neutral","sentiment_score":0.0032829828560352325},{"text":"Anyway, I'll be chewing it here all day.","start":807.285,"end":809.785,"sentiment":"neutral","sentiment_score":0.0005920815747231245}],"sentiment":"neutral","sentiment_score":0.012670371633691665,"num_words":39,"start":787.40497,"end":809.785},{"sentences":[{"text":"Alright.","start":814.08496,"end":814.565,"sentiment":"positive","sentiment_score":0.3983123302459717},{"text":"Thanks, man.","start":814.565,"end":815.36694,"sentiment":"positive","sentiment_score":0.7681835889816284}],"sentiment":"positive","sentiment_score":0.6448931694030762,"num_words":3,"start":814.08496,"end":815.36694}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Welcome to TechnoWand. This is Rahul. How can I help you?\n\nChannel 1: Rahul, Bruce here. How are you?\n\nChannel 0: Oh, Bruce. Good day. Good day. Good day. Good day, Bruce.\n\nBruce, apologies. I called you from a different number. We were changing PABX server and stuff, so I'm just using another temporary number. Right?\n\nChannel 1: Oh, okay. No worries. Should\n\nChannel 0: Go.\n\nChannel 1: I\n\nChannel 0: Go.\n\nChannel 1: should I make this number your main number now?\n\nChannel 0: Go. No. No. No. No.\n\nMy my number is always my number for you. Will always be the same number till till I am in Australia.\n\nChannel 1: Okay.\n\nChannel 0: I don't like changing numbers, Bruce. I'm very pedantic about it.\n\nChannel 1: Yeah. I'm with you. I haven't changed numbers in about twenty five years. I\n\nChannel 0: Yeah.\n\nChannel 1: wouldn't know what to do.\n\nChannel 0: Yeah. Too many places you have given our numbers. You know? It just can't hear.\n\nChannel 1: That's it. That's it.\n\nChannel 0: It's cool. Hey, Bruce. Quickly, I had given your details to a potential customer named Lee. Did he call you or\n\nChannel 1: I saw\n\nChannel 0: anything?\n\nChannel 1: that. No. He hasn't called me yet,\n\nChannel 0: Okay. Okay.\n\nChannel 1: but I did see that I'm happy for him to call me, and I'll let him chat to him if he chooses to reach out.\n\nChannel 0: Yes. I thought you have already told me share your details, so I I didn't have I didn't ask you. You know? That's all.\n\nChannel 1: Yeah. No. That's fine, mate. I'm happy\n\nChannel 0: So\n\nChannel 1: if you tell me, like tell me if you want me to reach out to them or I don't I don't wanna sound like seem like I'm\n\nChannel 0: yeah. Yeah. Yep. Yep.\n\nChannel 1: like, it's desperate, so I'll wait for them to reach out to me. But I'm I'm happy\n\nChannel 0: Yep.\n\nChannel 1: to\n\nChannel 0: Leave it with\n\nChannel 1: call\n\nChannel 0: me.\n\nChannel 1: them.\n\nChannel 0: I will double check, triple check, and then I'll I'll probably call him next week and see how it's all going. You know?\n\nChannel 1: Okay. That one was up in Macau somewhere, wasn't it?\n\nChannel 0: MacKay. Yeah. MacKay.\n\nChannel 1: Yeah. Actually, you're spreading the wings. You wanna go to MacKay?\n\nChannel 0: Yeah. All remote, man. This is for cloud cloud maintenance and all.\n\nChannel 1: Oh, okay. I was\n\nChannel 0: Yeah.\n\nChannel 1: gonna say,\n\nChannel 0: M\n\nChannel 1: you know,\n\nChannel 0: 3\n\nChannel 1: I have\n\nChannel 0: 60\n\nChannel 1: a call from\n\nChannel 0: 5\n\nChannel 1: some\n\nChannel 0: backup.\n\nChannel 1: office in my car. It's like, I need you here tomorrow. My car is a long way away.\n\nChannel 0: No. I've got I've got engineers in that area as well, contractors, Bruce.\n\nChannel 1: Oh, that's good.\n\nChannel 0: Bruce, I hired a a BDM in New South Wales. He started on Monday.\n\nChannel 1: Alright.\n\nChannel 0: Trying to, you know, get some salespeople to make some sales.\n\nChannel 1: Yeah. If you've got the capacity, grow. Where are they based out of? You're working\n\nChannel 0: He's\n\nChannel 1: from home?\n\nChannel 0: working from home. Yeah. Working from home, Bruce. Yeah. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: And how do you measure people like that?\n\nChannel 0: Bruce, what I have decided is sales guy. Yeah?\n\nChannel 1: Yeah.\n\nChannel 0: Whatever wages I'm going to pay him, I need bare bare minimal into three or into four. Right?\n\nChannel 1: Yeah.\n\nChannel 0: You whatever you want to do, you do during the day. And every day, I catch up with them once in the\n\nChannel 1: Mhmm.\n\nChannel 0: day in the morning, and I ask them what they did yesterday, what plans for today. And sales guy, you can see all the call history and all that jazz. And, you know, I had one guy in Brisbane in our office. I\n\nChannel 1: Mhmm.\n\nChannel 0: had him for three, four months, but he just started to what what is the right word? He just started to take me for granted. So I had to let him go, and that's how I picked up this guy in New South Wales now.\n\nChannel 1: Sales is such a hard thing. So the you got that difference between sales and marketing.\n\nChannel 0: Yeah. Yep. Yep.\n\nChannel 1: As business owners, I think we are drawn to sales because it's measurable. You can count how many telephone calls they make, you know, how much\n\nChannel 0: Yeah.\n\nChannel 1: they're burning up. Whereas marketing\n\nChannel 0: Yeah.\n\nChannel 1: is\n\nChannel 0: Yeah.\n\nChannel 1: all a bit airy fairy, and maybe it works, maybe it doesn't, and you never really know.\n\nChannel 0: I\n\nChannel 1: But\n\nChannel 0: totally\n\nChannel 1: I think\n\nChannel 0: agree.\n\nChannel 1: with the the modern modern world and the reason I'm asking this is I'm thinking the same thing at the hotel about whether to put someone like Belinda or Julie back on. And I think distribution has changed so much where for some products, the shoe leather sales, the hunter type sales approach might be less productive for me. Whereas I'm better off putting money in social media and oh, that's that's softer ethereal kind of marketing. But you resent doing that because you can't measure\n\nChannel 0: I think if you have someone like Belinda or someone, you know, they would have a target. Yeah. Like, if I'm paying you x y z,\n\nChannel 1: it.\n\nChannel 0: you know, you need to bring me x y z business of new business. I'm always very clear that, you know, not existing business, I mean new business. You know?\n\nChannel 1: Yeah. And software is a bit different. I mean, look at big companies like Oracle and SAP. I mean, they've got massive sales teams, and they then they sales teams are delineated where they've got internal sales versus\n\nChannel 0: Yep.\n\nChannel 1: external sales.\n\nChannel 0: Yeah.\n\nChannel 1: Some of their sales teams are about getting more out of the existing customers that they've got.\n\nChannel 0: Yep. Yep.\n\nChannel 1: I I think that's one of the last industries where they still do shoe leather sales,\n\nChannel 0: Oh,\n\nChannel 1: but it's\n\nChannel 0: I\n\nChannel 1: very\n\nChannel 0: know.\n\nChannel 1: high, very high end sales. And it's interesting to me that the one industry which still does traditional sales is tech, which is about cutting edge.\n\nChannel 0: Yeah.\n\nChannel 1: Everything\n\nChannel 0: Yeah.\n\nChannel 1: about\n\nChannel 0: So\n\nChannel 1: tech\n\nChannel 0: true.\n\nChannel 1: is about how it's modernizing sales and marketing, but that's the one industry that still hires\n\nChannel 0: Yeah.\n\nChannel 1: salesmen,\n\nChannel 0: So,\n\nChannel 1: basically.\n\nChannel 0: Bruce, for you, your occupancy rate is the most important number. Yeah? If I'm a hotelier, my occupancy rate should be the most one of the important numbers.\n\nChannel 1: I can fill I can fill tomorrow. If I just charge $1 a room, I can\n\nChannel 0: Yeah?\n\nChannel 1: fill tomorrow. So occupancy is not\n\nChannel 0: Yeah.\n\nChannel 1: important to me. What's\n\nChannel 0: Okay.\n\nChannel 1: important to me\n\nChannel 0: Yeah.\n\nChannel 1: is yield.\n\nChannel 0: Yeah.\n\nChannel 1: So the at\n\nChannel 0: Yeah.\n\nChannel 1: the balance, if I could sell one room for a million dollars a night versus a 100 rooms\n\nChannel 0: Yep.\n\nChannel 1: for $10 a night, I'm much better off selling the one for a million.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: So\n\nChannel 0: Yeah.\n\nChannel 1: I look at the yield now. It changes every day. I mean, your elasticity of demand and your driving factors on a Friday are different to a Saturday, are different to a Sunday, are different to a Monday.\n\nChannel 0: Yeah.\n\nChannel 1: So\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: you're chasing a different strategy by market segment by day of the week. It gets highly convoluted.\n\nChannel 0: Wow. It's like stock market, man. Every day, it's going up\n\nChannel 1: It's\n\nChannel 0: and down.\n\nChannel 1: funny that you say that when I was going to university back in the nineties, one of the subjects I enjoyed the most was called strategic management. And, essentially, you know, they had a simulation of a hotel and a property management system. And\n\nChannel 0: Wow.\n\nChannel 1: every class\n\nChannel 0: Yeah.\n\nChannel 1: we'd go in, we would make a choice on, are we going to drop the rate, and if so, by how much and for what market customers or, like, what what segments? Hang on. I'm not paying attention\n\nChannel 0: Yep.\n\nChannel 1: here. And then you make decisions. Well, are you going to put money into CapEx and improve your room so that you can charge more? And this computer program basically worked out what our marks were at the end of the day.\n\nChannel 0: Wow.\n\nChannel 1: It\n\nChannel 0: Wow.\n\nChannel 1: was crazy.\n\nChannel 0: Amazing.\n\nChannel 1: But, yes, that's those are the sort of decisions I'm looking at every day. And so when you bring the sales manager in, one of my crew critiques of Belinda, and I love Belinda,\n\nChannel 0: Yep.\n\nChannel 1: Belinda comes from the side of the industry that is my background. That's all I understand it. But what's the first thing you do as a sales manager is you go to all the hotels and you say, give me all the business cards. Show me who your customers are. And then what you do is you go and contract.\n\nSo let's say a hotel has a customer that it's like a one nighter or a two nighter, and the the hotel has not seen them before. You then go to the company and you sign up a contract, and the contract means nothing. I mean, I promise you a 100 room nights there. Whether if they deliver, they deliver. If they don't, you can't hold them to it.\n\nBut then you go to the manager and you say, aren't I good? Look. I signed you up a contract. But you never actually went hunting for a new client. You just used the intel internally in the business.\n\nChannel 0: Yep.\n\nChannel 1: And Liz used to do a head in because she would say, Bruce, every time these sales managers get rusled up at head office, they come to the hotels and they ask the front office manager, well, who's your customers? And then they rush off and they make what is an existing relationship difficult. So previously, the customer just stayed and the company stayed because we're in a good location and a nice rate, and they liked it. Then the sales manager comes along and contracts them and binds them to something, but inevitably drops the rate to do that. So now you're getting the same business at a lower margin, but the\n\nChannel 0: Yeah.\n\nChannel 1: sales manager looks like a hero because he signed a contract.\n\nChannel 0: Wow. Yep. Yep.\n\nChannel 1: And on statistically, it's new business because it was never contracted business before. Now it's contracted. So when it wasn't contracted, you really couldn't measure it. So you didn't you thought you weren't getting a lot. Now it's contracted and you can measure it.\n\nYou're still not getting a lot, but you're getting a not a lot of lower rates.\n\nChannel 0: Interesting. Yeah. How do we win?\n\nChannel 1: Yeah. Well, this is why in my industry, I'm starting to think distribution and including with corporate contracts is now largely done through AI type interfaces and how the customer finds you and where they will find your rate. You gotta have your rates on the channel that they might book, and it might be through Flight Centre's travel portal. It might be through CTN. So you actually got a my my customers are not kind of becoming the end user, but becoming the con the conduit, the booking route.\n\nIf you're not on those routes, then the customer will never find you.\n\nChannel 0: Wow. Ensure the customer, not the platform. Now it's allowed.\n\nChannel 1: Yeah. So, I mean, I mean, in a simplistic format, if your company only books through booking.com and all I've ever done is put my rates on Wazli. As\n\nChannel 0: Makes\n\nChannel 1: much\n\nChannel 0: sense.\n\nChannel 1: as I want\n\nChannel 0: Yeah.\n\nChannel 1: your company's business, I'm never gonna get it because I'm\n\nChannel 0: Yeah.\n\nChannel 1: I haven't worked out how you book. If I work out how you book and I put my rates on booking.com, there's no guarantee I'm gonna get your business either because you still got a choice. Right?\n\nChannel 0: Yeah.\n\nChannel 1: So\n\nChannel 0: Your your your thing is very difficult for me to comprehend and digest.\n\nChannel 1: no. I mean, I've I've that's why I was interested in your move back to a sales manager because I I it's been something I've been mulling over and thinking about as well. Anyway, anyway, let me know how it goes.\n\nChannel 0: But I'll definitely keep you posted, please.\n\nChannel 1: Yeah. I mean, something as simple as, like, renovating a house, and I wanted door locks. Right? So you would think how would you, if you're a locking company, make a sale? Well, the door lock came because I got a locksmith to come out, and I thought I was gonna buy the door lock from him.\n\nAnd he told me I needed a different type of door. And so suddenly, I'm looking for doors. But then Facebook and Instagram are all feeding me adverts for door for door locks. So now I bought this new door, but because of the the algorithms on all my search parameters of no. No.\n\nChannel 0: Yeah.\n\nChannel 1: They're feeding me adverts for Keeler hardware in Melbourne that I would never have known existed.\n\nChannel 0: Wow.\n\nChannel 1: Now I I bought my door locks through Keeler hardware in Brisbane. Oh, sorry. In Melbourne.\n\nChannel 0: Not a bit. Wow. Wow.\n\nChannel 1: So so the\n\nChannel 0: Yeah.\n\nChannel 1: the locksmith who had a sales manager who was diligent, and he came out, and he gave me great advice, and he quoted, he lost the sale.\n\nChannel 0: Poor guy. Yeah.\n\nChannel 1: Because he wanted to sell me a particular brand of lock that he could get cheap. Whereas by the time I took his advice and worked out that I needed a new door, I was getting fed totally different alternatives, which ended up making a sale on. CCTV, another one. I I had lots of people come out and look at my CCTV. The end?\n\nI ended up picking someone that came to me on a Facebook ad.\n\nChannel 0: Yeah. Wow. Wow. Is this for you, that new residential property? Yeah, Bruce?\n\nChannel 1: Yeah. The house is ideal.\n\nChannel 0: Yeah. Yeah. That's good. I how are you settling in that house? Good?\n\nChannel 1: So I'm loving it. My\n\nChannel 0: Nice.\n\nChannel 1: kids aren't loving it. Oh, sorry. My kids are loving it. My wife isn't. Lisa doesn't like it.\n\nShe likes living in the building.\n\nChannel 0: I think she's more of a city girl. Yeah? Urban living. Yeah.\n\nChannel 1: Yeah. And it's\n\nChannel 0: Yeah.\n\nChannel 1: it's also the house made it very cold\n\nChannel 0: Oh, okay. Yeah.\n\nChannel 1: because\n\nChannel 0: Makes\n\nChannel 1: it's\n\nChannel 0: sense.\n\nChannel 1: a Queensland.\n\nChannel 0: Makes sense.\n\nChannel 1: That's a my\n\nChannel 0: Yep.\n\nChannel 1: next we talk about door locks and CCTV. My next purchase will be solar panels and\n\nChannel 0: Yep.\n\nChannel 1: insulation.\n\nChannel 0: Yep. Yeah. Yeah. Yeah.\n\nChannel 1: So I wonder how\n\nChannel 0: Yep.\n\nChannel 1: those companies market. So with the people.\n\nChannel 0: Let\n\nChannel 1: Anyway,\n\nChannel 0: me know if\n\nChannel 1: I'll be\n\nChannel 0: you need\n\nChannel 1: chewing\n\nChannel 0: someone.\n\nChannel 1: it here all day.\n\nChannel 0: Yep. Yep. Let me know if there's anything I can do to assist you, Bruce.\n\nChannel 1: Alright. Thanks, man.\n\nChannel 0: Thank you, Bruce. Thank you, Mike. Talk to you. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to TechnoWand.","start":3.1999998,"end":4.42,"sentiment":"neutral","sentiment_score":0.2724744975566864},{"text":"This is Rahul.","start":4.56,"end":5.3599997,"sentiment":"neutral","sentiment_score":0.26687856515248615},{"text":"How can I help you?","start":5.3599997,"end":6.42,"sentiment":"neutral","sentiment_score":0.21629891991615297}],"sentiment":"neutral","sentiment_score":0.24541398070075296,"channel":0,"num_words":11,"start":3.1999998,"end":6.42},{"sentences":[{"text":"Rahul, Bruce here.","start":6.7999997,"end":7.7599998,"sentiment":"neutral","sentiment_score":0.0939573993285497},{"text":"How are you?","start":7.7599998,"end":8.5,"sentiment":"neutral","sentiment_score":0.13372228542963663}],"sentiment":"neutral","sentiment_score":0.11383984237909317,"channel":1,"num_words":6,"start":6.7999997,"end":8.5},{"sentences":[{"text":"Oh, Bruce.","start":8.559999,"end":9.12,"sentiment":"neutral","sentiment_score":0.13225388526916504},{"text":"Good day.","start":9.12,"end":9.5199995,"sentiment":"positive","sentiment_score":0.3691811114549637},{"text":"Good day.","start":9.5199995,"end":9.76,"sentiment":"positive","sentiment_score":0.40517489612102514},{"text":"Good day.","start":9.76,"end":10.0,"sentiment":"positive","sentiment_score":0.3518849313259125},{"text":"Good day, Bruce.","start":10.0,"end":10.719999,"sentiment":"neutral","sentiment_score":0.2340740313132604}],"sentiment":"neutral","sentiment_score":0.2926556129347194,"channel":0,"num_words":11,"start":8.559999,"end":10.719999},{"sentences":[{"text":"Bruce, apologies.","start":10.719999,"end":11.86,"sentiment":"neutral","sentiment_score":-0.06772437877953053},{"text":"I called you from a different number.","start":12.525,"end":13.885,"sentiment":"neutral","sentiment_score":-0.10651790563549314},{"text":"We were changing PABX server and stuff, so I'm just using another temporary number.","start":13.885,"end":17.725,"sentiment":"neutral","sentiment_score":-0.0689035736556564},{"text":"Right?","start":17.725,"end":18.225,"sentiment":"neutral","sentiment_score":-0.014065238647162914}],"sentiment":"neutral","sentiment_score":-0.07749122361807774,"channel":0,"num_words":24,"start":10.719999,"end":18.225},{"sentences":[{"text":"Oh, okay.","start":18.795,"end":19.355,"sentiment":"neutral","sentiment_score":0.00607633963227272},{"text":"No worries.","start":19.355,"end":20.015,"sentiment":"neutral","sentiment_score":0.021383047103881836},{"text":"Should","start":20.634998,"end":20.875,"sentiment":"neutral","sentiment_score":0.013558220118284224}],"sentiment":"neutral","sentiment_score":0.013695398718118668,"channel":1,"num_words":5,"start":18.795,"end":20.875},{"sentences":[{"text":"Go.","start":20.765,"end":21.085,"sentiment":"neutral","sentiment_score":0.016598859801888466}],"sentiment":"neutral","sentiment_score":0.016598859801888466,"channel":0,"num_words":1,"start":20.765,"end":21.085},{"sentences":[{"text":"I","start":20.875,"end":21.115,"sentiment":"neutral","sentiment_score":0.020150579512119293}],"sentiment":"neutral","sentiment_score":0.020150579512119293,"channel":1,"num_words":1,"start":20.875,"end":21.115},{"sentences":[{"text":"Go.","start":21.085,"end":21.585,"sentiment":"neutral","sentiment_score":0.01714276522397995}],"sentiment":"neutral","sentiment_score":0.01714276522397995,"channel":0,"num_words":1,"start":21.085,"end":21.585},{"sentences":[{"text":"should I make this number your main number now?","start":21.115,"end":23.375,"sentiment":"neutral","sentiment_score":0.010988710758586725}],"sentiment":"neutral","sentiment_score":0.010988710758586725,"channel":1,"num_words":9,"start":21.115,"end":23.375},{"sentences":[{"text":"Go.","start":23.564999,"end":23.724998,"sentiment":"neutral","sentiment_score":-0.012943422421813011},{"text":"No.","start":23.724998,"end":23.885,"sentiment":"neutral","sentiment_score":-0.0652981847524643},{"text":"No.","start":23.885,"end":23.965,"sentiment":"neutral","sentiment_score":-0.0929994061589241},{"text":"No.","start":23.965,"end":24.205,"sentiment":"neutral","sentiment_score":-0.134822279214859},{"text":"No.","start":24.205,"end":24.365,"sentiment":"neutral","sentiment_score":-0.18001967668533325}],"sentiment":"neutral","sentiment_score":-0.09721659384667873,"channel":0,"num_words":5,"start":23.564999,"end":24.365},{"sentences":[{"text":"My my number is always my number for you.","start":24.365,"end":27.31,"sentiment":"neutral","sentiment_score":-0.08247875256670846},{"text":"Will always be the same number till till I am in Australia.","start":27.31,"end":30.29,"sentiment":"neutral","sentiment_score":-0.03219254439075788}],"sentiment":"neutral","sentiment_score":-0.05374377646616527,"channel":0,"num_words":21,"start":24.365,"end":30.29},{"sentences":[{"text":"Okay.","start":31.220001,"end":31.720001,"sentiment":"neutral","sentiment_score":-0.20793932676315308}],"sentiment":"neutral","sentiment_score":-0.20793932676315308,"channel":1,"num_words":1,"start":31.220001,"end":31.720001},{"sentences":[{"text":"I don't like changing numbers, Bruce.","start":32.35,"end":33.79,"sentiment":"negative","sentiment_score":-0.5129467596610388},{"text":"I'm very pedantic about it.","start":33.79,"end":35.65,"sentiment":"negative","sentiment_score":-0.6500949382781982}],"sentiment":"negative","sentiment_score":-0.5752868408506567,"channel":0,"num_words":11,"start":32.35,"end":35.65},{"sentences":[{"text":"Yeah.","start":35.940002,"end":36.18,"sentiment":"neutral","sentiment_score":-0.1388034075498581},{"text":"I'm with you.","start":36.18,"end":36.82,"sentiment":"neutral","sentiment_score":-0.11481792231400807},{"text":"I haven't changed numbers in about twenty five years.","start":36.82,"end":39.4,"sentiment":"neutral","sentiment_score":-0.20528382890754276},{"text":"I","start":39.86,"end":40.02,"sentiment":"neutral","sentiment_score":-0.18441277742385864}],"sentiment":"neutral","sentiment_score":-0.17965888657740184,"channel":1,"num_words":14,"start":35.940002,"end":40.02},{"sentences":[{"text":"Yeah.","start":39.95,"end":40.45,"sentiment":"neutral","sentiment_score":-0.17369361221790314}],"sentiment":"neutral","sentiment_score":-0.17369361221790314,"channel":0,"num_words":1,"start":39.95,"end":40.45},{"sentences":[{"text":"wouldn't know what to do.","start":40.02,"end":41.24,"sentiment":"neutral","sentiment_score":-0.24257799088954926}],"sentiment":"neutral","sentiment_score":-0.24257799088954926,"channel":1,"num_words":5,"start":40.02,"end":41.24},{"sentences":[{"text":"Yeah.","start":42.225,"end":42.385,"sentiment":"neutral","sentiment_score":-0.101179800927639},{"text":"Too many places you have given our numbers.","start":42.385,"end":44.144997,"sentiment":"neutral","sentiment_score":-0.16439198795706034},{"text":"You know?","start":44.144997,"end":44.625,"sentiment":"neutral","sentiment_score":-0.10496143624186516},{"text":"It just can't hear.","start":44.625,"end":45.765,"sentiment":"neutral","sentiment_score":-0.2490457519888878}],"sentiment":"neutral","sentiment_score":-0.17482810566822687,"channel":0,"num_words":15,"start":42.225,"end":45.765},{"sentences":[{"text":"That's it.","start":45.715,"end":46.455,"sentiment":"neutral","sentiment_score":-0.1601562350988388},{"text":"That's it.","start":46.595,"end":47.415,"sentiment":"neutral","sentiment_score":-0.02439725026488304}],"sentiment":"neutral","sentiment_score":-0.09227674268186092,"channel":1,"num_words":4,"start":45.715,"end":47.415},{"sentences":[{"text":"It's cool.","start":46.945,"end":47.684998,"sentiment":"neutral","sentiment_score":0.2575695887207985},{"text":"Hey, Bruce.","start":47.824997,"end":48.545,"sentiment":"neutral","sentiment_score":0.06770101934671402},{"text":"Quickly, I had given your details to a potential customer named Lee.","start":48.545,"end":53.765,"sentiment":"neutral","sentiment_score":0.08624167367815971},{"text":"Did he call you or","start":53.905,"end":54.784996,"sentiment":"neutral","sentiment_score":0.03497505411505699}],"sentiment":"neutral","sentiment_score":0.08858650337372508,"channel":0,"num_words":21,"start":46.945,"end":54.784996},{"sentences":[{"text":"I saw","start":54.69,"end":55.09,"sentiment":"neutral","sentiment_score":0.02530212141573429}],"sentiment":"neutral","sentiment_score":0.02530212141573429,"channel":1,"num_words":2,"start":54.69,"end":55.09},{"sentences":[{"text":"anything?","start":54.784996,"end":55.284996,"sentiment":"neutral","sentiment_score":0.01680072396993637}],"sentiment":"neutral","sentiment_score":0.01680072396993637,"channel":0,"num_words":1,"start":54.784996,"end":55.284996},{"sentences":[{"text":"that.","start":55.09,"end":55.59,"sentiment":"neutral","sentiment_score":-0.00995552260428667},{"text":"No.","start":55.73,"end":55.97,"sentiment":"neutral","sentiment_score":-0.055175576359033585},{"text":"He hasn't called me yet,","start":55.97,"end":57.35,"sentiment":"neutral","sentiment_score":-0.05686947777867317}],"sentiment":"neutral","sentiment_score":-0.04992549826524088,"channel":1,"num_words":7,"start":55.09,"end":57.35},{"sentences":[{"text":"Okay.","start":57.329998,"end":57.649998,"sentiment":"neutral","sentiment_score":0.020046662539243695},{"text":"Okay.","start":57.649998,"end":58.149998,"sentiment":"neutral","sentiment_score":0.07775379717350006}],"sentiment":"neutral","sentiment_score":0.04890022985637188,"channel":0,"num_words":2,"start":57.329998,"end":58.149998},{"sentences":[{"text":"but I did see that I'm happy for him to call me, and I'll let him chat to him if he chooses to reach out.","start":57.809998,"end":63.19,"sentiment":"neutral","sentiment_score":0.2878276166319847}],"sentiment":"neutral","sentiment_score":0.2878276166319847,"channel":1,"num_words":25,"start":57.809998,"end":63.19},{"sentences":[{"text":"Yes.","start":62.77,"end":63.27,"sentiment":"neutral","sentiment_score":0.08725624531507492},{"text":"I thought you have already told me share your details, so I I didn't have I didn't ask you.","start":63.57,"end":68.61,"sentiment":"neutral","sentiment_score":-0.004671413353399227},{"text":"You know?","start":68.61,"end":69.01,"sentiment":"neutral","sentiment_score":-0.016576169058680534},{"text":"That's all.","start":69.01,"end":69.83,"sentiment":"neutral","sentiment_score":-0.012086965143680573}],"sentiment":"neutral","sentiment_score":-0.0024511198668430247,"channel":0,"num_words":24,"start":62.77,"end":69.83},{"sentences":[{"text":"Yeah.","start":69.575,"end":69.895,"sentiment":"neutral","sentiment_score":0.014030102640390396},{"text":"No.","start":69.895,"end":70.135,"sentiment":"neutral","sentiment_score":-0.03066374361515045},{"text":"That's fine, mate.","start":70.135,"end":70.935,"sentiment":"neutral","sentiment_score":0.13956113159656525},{"text":"I'm happy","start":70.935,"end":71.495,"sentiment":"neutral","sentiment_score":0.25405000150203705}],"sentiment":"neutral","sentiment_score":0.1300213938312871,"channel":1,"num_words":7,"start":69.575,"end":71.495},{"sentences":[{"text":"So","start":71.465,"end":71.965,"sentiment":"neutral","sentiment_score":0.1319892704486847}],"sentiment":"neutral","sentiment_score":0.1319892704486847,"channel":0,"num_words":1,"start":71.465,"end":71.965},{"sentences":[{"text":"if you tell me, like tell me if you want me to reach out to them or I don't I don't wanna sound like seem like I'm","start":71.495,"end":79.435,"sentiment":"neutral","sentiment_score":-0.10640607346539144}],"sentiment":"neutral","sentiment_score":-0.10640607346539144,"channel":1,"num_words":27,"start":71.495,"end":79.435},{"sentences":[{"text":"yeah.","start":79.465,"end":79.945,"sentiment":"neutral","sentiment_score":-0.060001011937856674},{"text":"Yeah.","start":79.945,"end":80.345,"sentiment":"neutral","sentiment_score":0.03840529918670654},{"text":"Yep.","start":80.345,"end":80.505,"sentiment":"neutral","sentiment_score":0.07304254174232483},{"text":"Yep.","start":80.505,"end":81.005,"sentiment":"neutral","sentiment_score":0.07506060600280762}],"sentiment":"neutral","sentiment_score":0.03162685874849558,"channel":0,"num_words":4,"start":79.465,"end":81.005},{"sentences":[{"text":"like, it's desperate, so I'll wait for them to reach out to me.","start":81.490005,"end":84.07,"sentiment":"neutral","sentiment_score":0.04276711164185634},{"text":"But I'm I'm happy","start":84.53,"end":85.57,"sentiment":"neutral","sentiment_score":0.26073748990893364}],"sentiment":"neutral","sentiment_score":0.09405425946940393,"channel":1,"num_words":17,"start":81.490005,"end":85.57},{"sentences":[{"text":"Yep.","start":85.36,"end":85.68,"sentiment":"neutral","sentiment_score":0.2619427740573883}],"sentiment":"neutral","sentiment_score":0.2619427740573883,"channel":0,"num_words":1,"start":85.36,"end":85.68},{"sentences":[{"text":"to","start":85.57,"end":86.07,"sentiment":"neutral","sentiment_score":0.13812416791915894}],"sentiment":"neutral","sentiment_score":0.13812416791915894,"channel":1,"num_words":1,"start":85.57,"end":86.07},{"sentences":[{"text":"Leave it with","start":85.68,"end":86.24,"sentiment":"neutral","sentiment_score":0.16917752226193747}],"sentiment":"neutral","sentiment_score":0.16917752226193747,"channel":0,"num_words":3,"start":85.68,"end":86.24},{"sentences":[{"text":"call","start":86.130005,"end":86.450005,"sentiment":"neutral","sentiment_score":0.1318475902080536}],"sentiment":"neutral","sentiment_score":0.1318475902080536,"channel":1,"num_words":1,"start":86.130005,"end":86.450005},{"sentences":[{"text":"me.","start":86.24,"end":86.56,"sentiment":"neutral","sentiment_score":0.07829706370830536}],"sentiment":"neutral","sentiment_score":0.07829706370830536,"channel":0,"num_words":1,"start":86.24,"end":86.56},{"sentences":[{"text":"them.","start":86.450005,"end":86.950005,"sentiment":"neutral","sentiment_score":0.054616086184978485}],"sentiment":"neutral","sentiment_score":0.054616086184978485,"channel":1,"num_words":1,"start":86.450005,"end":86.950005},{"sentences":[{"text":"I will double check, triple check, and then I'll I'll probably call him next week and see how it's all going.","start":86.56,"end":92.24,"sentiment":"neutral","sentiment_score":0.15196517925886882},{"text":"You know?","start":92.24,"end":92.9,"sentiment":"neutral","sentiment_score":-0.005448950920253992}],"sentiment":"neutral","sentiment_score":0.1382769940259016,"channel":0,"num_words":23,"start":86.56,"end":92.9},{"sentences":[{"text":"Okay.","start":93.33,"end":93.73,"sentiment":"neutral","sentiment_score":0.007262972183525562},{"text":"That one was up in Macau somewhere, wasn't 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and","start":791.6,"end":794.72,"sentiment":"neutral","sentiment_score":0.03988497285172343}],"sentiment":"neutral","sentiment_score":0.030119756003841758,"channel":1,"num_words":16,"start":788.605,"end":794.72},{"sentences":[{"text":"Yep.","start":794.645,"end":795.145,"sentiment":"neutral","sentiment_score":0.02336934581398964}],"sentiment":"neutral","sentiment_score":0.02336934581398964,"channel":0,"num_words":1,"start":794.645,"end":795.145},{"sentences":[{"text":"insulation.","start":794.72,"end":795.22,"sentiment":"neutral","sentiment_score":0.013100741431117058}],"sentiment":"neutral","sentiment_score":0.013100741431117058,"channel":1,"num_words":1,"start":794.72,"end":795.22},{"sentences":[{"text":"Yep.","start":795.205,"end":795.705,"sentiment":"neutral","sentiment_score":0.01847156696021557},{"text":"Yeah.","start":796.165,"end":796.645,"sentiment":"neutral","sentiment_score":0.012722104787826538},{"text":"Yeah.","start":796.645,"end":796.885,"sentiment":"neutral","sentiment_score":0.006094216369092464},{"text":"Yeah.","start":796.885,"end":797.385,"sentiment":"neutral","sentiment_score":-0.0028013112023472786}],"sentiment":"neutral","sentiment_score":0.008621644228696823,"channel":0,"num_words":4,"start":795.205,"end":797.385},{"sentences":[{"text":"So I wonder how","start":797.68,"end":798.63995,"sentiment":"neutral","sentiment_score":-0.023025264963507652}],"sentiment":"neutral","sentiment_score":-0.023025264963507652,"channel":1,"num_words":4,"start":797.68,"end":798.63995},{"sentences":[{"text":"Yep.","start":798.485,"end":798.985,"sentiment":"neutral","sentiment_score":-0.005823088809847832}],"sentiment":"neutral","sentiment_score":-0.005823088809847832,"channel":0,"num_words":1,"start":798.485,"end":798.985},{"sentences":[{"text":"those companies market.","start":798.63995,"end":800.18,"sentiment":"neutral","sentiment_score":-0.019682982936501503},{"text":"So with the people.","start":800.39996,"end":802.66,"sentiment":"neutral","sentiment_score":0.0032829828560352325}],"sentiment":"neutral","sentiment_score":-0.006559573912194797,"channel":1,"num_words":7,"start":798.63995,"end":802.66},{"sentences":[{"text":"Let","start":807.19,"end":807.51,"sentiment":"neutral","sentiment_score":-0.007332079112529755}],"sentiment":"neutral","sentiment_score":-0.007332079112529755,"channel":0,"num_words":1,"start":807.19,"end":807.51},{"sentences":[{"text":"Anyway,","start":807.285,"end":807.785,"sentiment":"neutral","sentiment_score":0.00109112448990345}],"sentiment":"neutral","sentiment_score":0.00109112448990345,"channel":1,"num_words":1,"start":807.285,"end":807.785},{"sentences":[{"text":"me know if","start":807.51,"end":808.07,"sentiment":"neutral","sentiment_score":-0.00787176750600338}],"sentiment":"neutral","sentiment_score":-0.00787176750600338,"channel":0,"num_words":3,"start":807.51,"end":808.07},{"sentences":[{"text":"I'll be","start":807.925,"end":808.165,"sentiment":"neutral","sentiment_score":-0.023495474830269814}],"sentiment":"neutral","sentiment_score":-0.023495474830269814,"channel":1,"num_words":2,"start":807.925,"end":808.165},{"sentences":[{"text":"you need","start":808.07,"end":808.38995,"sentiment":"neutral","sentiment_score":-0.07312951795756817}],"sentiment":"neutral","sentiment_score":-0.07312951795756817,"channel":0,"num_words":2,"start":808.07,"end":808.38995},{"sentences":[{"text":"chewing","start":808.165,"end":808.565,"sentiment":"neutral","sentiment_score":-0.05757960677146912}],"sentiment":"neutral","sentiment_score":-0.05757960677146912,"channel":1,"num_words":1,"start":808.165,"end":808.565},{"sentences":[{"text":"someone.","start":808.38995,"end":808.88995,"sentiment":"neutral","sentiment_score":-0.03576299175620079}],"sentiment":"neutral","sentiment_score":-0.03576299175620079,"channel":0,"num_words":1,"start":808.38995,"end":808.88995},{"sentences":[{"text":"it here all day.","start":808.565,"end":809.785,"sentiment":"neutral","sentiment_score":0.027054021134972572}],"sentiment":"neutral","sentiment_score":0.027054021134972572,"channel":1,"num_words":4,"start":808.565,"end":809.785},{"sentences":[{"text":"Yep.","start":810.23,"end":810.70996,"sentiment":"neutral","sentiment_score":0.03787391632795334},{"text":"Yep.","start":810.70996,"end":810.94995,"sentiment":"neutral","sentiment_score":-0.00048759623314253986},{"text":"Let me know if there's anything I can do to assist you, Bruce.","start":810.94995,"end":813.52997,"sentiment":"neutral","sentiment_score":0.31466311445603}],"sentiment":"neutral","sentiment_score":0.2752004538682134,"channel":0,"num_words":15,"start":810.23,"end":813.52997},{"sentences":[{"text":"Alright.","start":814.08496,"end":814.565,"sentiment":"positive","sentiment_score":0.3983123302459717},{"text":"Thanks, man.","start":814.565,"end":815.36694,"sentiment":"positive","sentiment_score":0.7681835889816284}],"sentiment":"positive","sentiment_score":0.6448931694030762,"channel":1,"num_words":3,"start":814.08496,"end":815.36694},{"sentences":[{"text":"Thank you, Bruce.","start":815.75,"end":816.70996,"sentiment":"positive","sentiment_score":0.7887574235598246},{"text":"Thank you, Mike.","start":816.70996,"end":817.35,"sentiment":"positive","sentiment_score":0.7808777093887329},{"text":"Talk to you.","start":817.35,"end":817.82996,"sentiment":"positive","sentiment_score":0.6803576946258545},{"text":"Bye.","start":817.82996,"end":818.12695,"sentiment":"neutral","sentiment_score":-0.11810368299484252}],"sentiment":"positive","sentiment_score":0.6631874799728393,"channel":0,"num_words":10,"start":815.75,"end":818.12695}]},"summary":{"result":"success","short":"Bran calls Rahul to discuss Lee's potential customer, Lee. They discuss occupancy rates and yield for salespeople, as well as the importance of new sales approaches and technology shifts in the market segment. The speakers emphasize the need for a new approach to sales and mention the use of AI interfaces for customer service and booking. They also discuss their process of booking and managing their business using a computer program and door locks and consultant services."},"intents":{"segments":[{"text":"Trying to, you know, get some salespeople to make some sales. Yeah.","start_word":420,"end_word":431,"intents":[{"intent":"Make sales","confidence_score":0.018031126}]},{"text":"And I think distribution has changed so much where for some products, the shoe leather sales, the hunter type sales approach might be less productive for me.","start_word":719,"end_word":745,"intents":[{"intent":"Analyze sales trends","confidence_score":0.14324488}]},{"text":"If I'm a hotelier, my occupancy rate should be the most one of the important numbers. I can fill I can fill tomorrow.","start_word":979,"end_word":1001,"intents":[{"intent":"Fill occupancy rate","confidence_score":0.33595037}]},{"text":"I can fill I can fill tomorrow. If I just charge $1 a room, I can Yeah? fill tomorrow.","start_word":994,"end_word":1012,"intents":[{"intent":"Finance room","confidence_score":0.0012753839}]},{"text":"is yield. Yeah.","start_word":1027,"end_word":1029,"intents":[{"intent":"Determine yield value","confidence_score":0.0046678497}]},{"text":"we'd go in, we would make a choice on, are we going to drop the rate, and if so, by how much and for what market customers or, like, what what segments?","start_word":1192,"end_word":1223,"intents":[{"intent":"Evaluate market segments","confidence_score":0.23536538}]},{"text":"Well, are you going to put money into CapEx and improve your room so that you can charge more? And this computer program basically worked out what our marks were at the end of the day. Wow.","start_word":1237,"end_word":1273,"intents":[{"intent":"Develop decision-making","confidence_score":0.00033290873}]},{"text":"But what's the first thing you do as a sales manager is you go to all the hotels and you say, give me all the business cards. Show me who your customers are.","start_word":1331,"end_word":1363,"intents":[{"intent":"Analyze sales and revenue","confidence_score":0.0000684556}]}]},"sentiments":{"segments":[{"text":"Welcome to TechnoWand. This is Rahul. How can I help you? Rahul, Bruce here. How are you? Oh, Bruce.","start_word":0,"end_word":18,"sentiment":"neutral","sentiment_score":0.18427647650241852},{"text":"Good day. Good day. Good day.","start_word":19,"end_word":24,"sentiment":"positive","sentiment_score":0.3680179715156555},{"text":"Good day, Bruce. Bruce, apologies. I called you from a different number. We were changing PABX server and stuff, so I'm just using another temporary number. Right? Oh, okay. No worries. Should Go. I Go. should I make this number your main number now? Go. No. No. No. No. My my number is always my number for you. Will always be the same number till till I am in Australia. Okay.","start_word":25,"end_word":95,"sentiment":"neutral","sentiment_score":-0.04280334338545799},{"text":"I don't like changing numbers, Bruce. I'm very pedantic about it.","start_word":96,"end_word":106,"sentiment":"negative","sentiment_score":-0.5857300758361816},{"text":"Yeah. I'm with you. I haven't changed numbers in about twenty five years. I Yeah. wouldn't know what to do. Yeah. Too many places you have given our numbers. You know? It just can't hear. That's it. That's it. It's cool. Hey, Bruce. Quickly, I had given your details to a potential customer named Lee. Did he call you or I saw anything? that. No. He hasn't called me yet, Okay. Okay. but I did see that I'm happy for him to call me, and I'll let him chat to him if he chooses to reach out. Yes. I thought you have already told me share your details, so I I didn't have I didn't ask you. You know? That's all. Yeah. No. That's fine, mate. I'm happy So if you tell me, like tell me if you want me to reach out to them or I don't I don't wanna sound like seem like I'm yeah. Yeah. Yep. Yep. like, it's desperate, so I'll wait for them to reach out to me. But I'm I'm happy Yep. to Leave it with call me. them. I will double check, triple check, and then I'll I'll probably call him next week and see how it's all going. You know? Okay. That one was up in Macau somewhere, wasn't it? MacKay. Yeah. MacKay. Yeah. Actually, you're spreading the wings. You wanna go to MacKay? Yeah. All remote, man. This is for cloud cloud maintenance and all. Oh, okay. I was Yeah. gonna say, M you know, 3 I have 60 a call from 5 some backup. office in my car. It's like, I need you here tomorrow. My car is a long way away. No. I've got I've got engineers in that area as well, contractors, Bruce.","start_word":107,"end_word":401,"sentiment":"neutral","sentiment_score":0.022961785694805243},{"text":"Oh, that's good.","start_word":402,"end_word":404,"sentiment":"positive","sentiment_score":0.3374944031238556},{"text":"Bruce, I hired a a BDM in New South Wales. He started on Monday. Alright. Trying to, you know, get some salespeople to make some sales. Yeah. If you've got the capacity, grow. Where are they based out of? You're working He's from home? working from home. Yeah. Working from home, Bruce. Yeah. Yeah. Yeah. Yeah. And how do you measure people like that? Bruce, what I have decided is sales guy. Yeah? Whatever Yeah. wages I'm going to pay him, I need bare bare minimal into three or into four. Right? Yeah. You whatever you want to do, you do during the day. And every day, I catch up with them once in the Mhmm. day in the morning, and I ask them what they did yesterday, what plans for today. And sales guy, you can see all the call history and all that jazz. And, you know, I had one guy in Brisbane in our office. I Mhmm. had him for three, four months, but he just started to what what is the right word?","start_word":405,"end_word":581,"sentiment":"neutral","sentiment_score":0.05066407471895218},{"text":"He just started to take me for granted.","start_word":582,"end_word":589,"sentiment":"negative","sentiment_score":-0.3637825548648834},{"text":"So I had to let him go, and that's how I picked up this guy in New South Wales now.","start_word":590,"end_word":609,"sentiment":"neutral","sentiment_score":-0.10860209912061693},{"text":"Sales is such a hard thing.","start_word":610,"end_word":615,"sentiment":"negative","sentiment_score":-0.4379384219646454},{"text":"So the you got that difference between sales and marketing. Yeah. Yep. Yep. As business owners, I think we are drawn to sales because it's measurable. You can count how many telephone calls they make, you know, how much Yeah.","start_word":616,"end_word":655,"sentiment":"neutral","sentiment_score":0.051834802213124934},{"text":"they're burning up.","start_word":656,"end_word":658,"sentiment":"negative","sentiment_score":-0.3689419031143189},{"text":"Whereas marketing Yeah. is Yeah. all a bit airy fairy, and maybe it works, maybe it doesn't, and you never really know. I But totally I think agree. with the the modern modern world and the reason I'm asking this is I'm thinking the same thing at the hotel about whether to put someone like Belinda or Julie back on.","start_word":659,"end_word":718,"sentiment":"neutral","sentiment_score":-0.11126692593097688},{"text":"And I think distribution has changed so much where for some products, the shoe leather sales, the hunter type sales approach might be less productive for me.","start_word":719,"end_word":745,"sentiment":"negative","sentiment_score":-0.4723701775074005},{"text":"Whereas I'm better off putting money in social media and oh, that's that's softer ethereal kind of marketing.","start_word":746,"end_word":763,"sentiment":"neutral","sentiment_score":-0.26511287689208984},{"text":"But you resent doing that because you can't measure I think if you have someone like Belinda or someone, you know, they would have a target.","start_word":764,"end_word":789,"sentiment":"negative","sentiment_score":-0.44656065106391907},{"text":"Yeah. Like, if I'm paying you x y z, it. you know, you need to bring me x y z business of new business. I'm always very clear that, you know, not existing business, I mean new business. You know? Yeah. And software is a bit different. I mean, look at big companies like Oracle and SAP. I mean, they've got massive sales teams, and they then they sales teams are delineated where they've got internal sales versus Yep. external sales. Yeah. Some of their sales teams are about getting more out of the existing customers that they've got. Yep. Yep. I I think that's one of the last industries where they still do shoe leather sales, Oh, but it's I very know. high, very high end sales. And it's interesting to me that the one industry which still does traditional sales is tech, which is about cutting edge. Yeah. Everything Yeah. about So tech true. is about how it's modernizing sales and marketing, but that's the one industry that still hires Yeah. salesmen, So, basically. Bruce, for you, your occupancy rate is the most important number. Yeah? If I'm a hotelier, my occupancy rate should be the most one of the important numbers. I can fill I can fill tomorrow. If I just charge $1 a room, I can Yeah? fill tomorrow. So occupancy is not Yeah. important to me. What's Okay. important to me Yeah. is yield. Yeah. So the at Yeah. the balance, if I could sell one room for a million dollars a night versus a 100 rooms Yep. for $10 a night, I'm much better off selling the one for a million. Yeah. Yeah. So Yeah. I look at the yield now. It changes every day. I mean, your elasticity of demand and your driving factors on a Friday are different to a Saturday, are different to a Sunday, are different to a Monday. Yeah. So Yeah. Yeah. you're chasing a different strategy by market segment by day of the week. It gets highly convoluted. Wow. It's like stock market, man. Every day, it's going up It's and down. funny that you say that when I was going to university back in the nineties, one of the subjects I enjoyed the most was called strategic management. And, essentially, you know, they had a simulation of a hotel and a property management system. And Wow. every class Yeah. we'd go in, we would make a choice on, are we going to drop the rate, and if so, by how much and for what market customers or, like, what what segments? Hang on. I'm not paying attention Yep. here. And then you make decisions. Well, are you going to put money into CapEx and improve your room so that you can charge more? And this computer program basically worked out what our marks were at the end of the day. Wow. It Wow. was crazy.","start_word":790,"end_word":1277,"sentiment":"neutral","sentiment_score":0.004313548721495222},{"text":"Amazing.","start_word":1278,"end_word":1278,"sentiment":"positive","sentiment_score":0.41721272468566895},{"text":"But, yes, that's those are the sort of decisions I'm looking at every day. And so when you bring the sales manager in, one of my crew critiques of Belinda, and I love Belinda, Yep. Belinda comes from the side of the industry that is my background. That's all I understand it. But what's the first thing you do as a sales manager is you go to all the hotels and you say, give me all the business cards. Show me who your customers are. And then what you do is you go and contract. So let's say a hotel has a customer that it's like a one nighter or a two nighter, and the the hotel has not seen them before. You then go to the company and you sign up a contract, and the contract means nothing. I mean, I promise you a 100 room nights there. Whether if they deliver, they deliver. If they don't, you can't hold them to it. But then you go to the manager and you say, aren't I good? Look. I signed you up a contract. But you never actually went hunting for a new client. You just used the intel internally in the business. Yep. And Liz used to do a head in because she would say, Bruce, every time these sales managers get rusled up at head office, they come to the hotels and they ask the front office manager, well, who's your customers? And then they rush off and they make what is an existing relationship difficult. So previously, the customer just stayed and the company stayed because we're in a good location and a nice rate, and they liked it. Then the sales manager comes along and contracts them and binds them to something, but inevitably drops the rate to do that. So now you're getting the same business at a lower margin, but the Yeah. sales manager looks like a hero because he signed a contract. Wow. Yep. Yep. And on statistically, it's new business because it was never contracted business before. Now it's contracted. So when it wasn't contracted, you really couldn't measure it. So you didn't you thought you weren't getting a lot. Now it's contracted and you can measure it. You're still not getting a lot, but you're getting a not a lot of lower rates. Interesting. Yeah. How do we win? Yeah. Well, this is why in my industry, I'm starting to think distribution and including with corporate contracts is now largely done through AI type interfaces and how the customer finds you and where they will find your rate. You gotta have your rates on the channel that they might book, and it might be through Flight Centre's travel portal. It might be through CTN. So you actually got a my my customers are not kind of becoming the end user, but becoming the con the conduit, the booking route. If you're not on those routes, then the customer will never find you. Wow. Ensure the customer, not the platform. Now it's allowed. Yeah. So, I mean, I mean, in a simplistic format, if your company only books through booking.com and all I've ever done is put my rates on Wazli. As Makes much sense. as I want Yeah. your company's business, I'm never gonna get it because I'm Yeah. I haven't worked out how you book. If I work out how you book and I put my rates on booking.com, there's no guarantee I'm gonna get your business either because you still got a choice. Right? Yeah.","start_word":1279,"end_word":1874,"sentiment":"neutral","sentiment_score":0.008205495318460385},{"text":"So Your your your thing is very difficult for me to comprehend and digest.","start_word":1875,"end_word":1888,"sentiment":"negative","sentiment_score":-0.4964646995067597},{"text":"no. I mean, I've I've that's why I was interested in your move back to a sales manager because I I it's been something I've been mulling over and thinking about as well. Anyway, anyway, let me know how it goes. But I'll definitely keep you posted, please. Yeah. I mean, something as simple as, like, renovating a house, and I wanted door locks. Right? So you would think how would you, if you're a locking company, make a sale? Well, the door lock came because I got a locksmith to come out, and I thought I was gonna buy the door lock from him. And he told me I needed a different type of door. And so suddenly, I'm looking for doors. But then Facebook and Instagram are all feeding me adverts for door for door locks. So now I bought this new door, but because of the the algorithms on all my search parameters of no. No. Yeah. They're feeding me adverts for Keeler hardware in Melbourne that I would never have known existed. Wow. Now I I bought my door locks through Keeler hardware in Brisbane. Oh, sorry. In Melbourne. Not a bit. Wow. Wow. So so the Yeah. the locksmith who had a sales manager who was diligent, and he came out, and he gave me great advice, and he quoted, he lost the sale.","start_word":1889,"end_word":2117,"sentiment":"neutral","sentiment_score":-0.06333104639789944},{"text":"Poor guy.","start_word":2118,"end_word":2119,"sentiment":"negative","sentiment_score":-0.57520592212677},{"text":"Yeah. Because he wanted to sell me a particular brand of lock that he could get cheap. Whereas by the time I took his advice and worked out that I needed a new door, I was getting fed totally different alternatives, which ended up making a sale on. CCTV, another one. I I had lots of people come out and look at my CCTV. The end? I ended up picking someone that came to me on a Facebook ad. Yeah. Wow. Wow. Is this for you, that new residential property? Yeah, Bruce? Yeah.","start_word":2120,"end_word":2212,"sentiment":"neutral","sentiment_score":-0.11017933487892152},{"text":"The house is ideal.","start_word":2213,"end_word":2216,"sentiment":"positive","sentiment_score":0.38752657175064087},{"text":"Yeah. Yeah.","start_word":2217,"end_word":2218,"sentiment":"neutral","sentiment_score":0.22052788734436035},{"text":"That's good.","start_word":2219,"end_word":2220,"sentiment":"positive","sentiment_score":0.41534361243247986},{"text":"I how are you settling in that house? Good?","start_word":2221,"end_word":2229,"sentiment":"neutral","sentiment_score":0.2256904095411301},{"text":"So I'm loving it.","start_word":2230,"end_word":2233,"sentiment":"positive","sentiment_score":0.4336853623390198},{"text":"My Nice. kids aren't loving it. Oh, sorry. My kids are loving it. My wife isn't. Lisa doesn't like it. She likes living in the building. I think she's more of a city girl. Yeah? Urban living. Yeah. Yeah. And it's Yeah. it's also the house made it very cold Oh, okay. Yeah. because Makes it's sense. a Queensland. Makes sense. That's a my Yep. next we talk about door locks and CCTV. My next purchase will be solar panels and Yep. insulation. Yep. Yeah. Yeah. Yeah. So I wonder how Yep. those companies market. So with the people. Let Anyway, me know if I'll be you need chewing someone. it here all day. Yep. Yep. Let me know if there's anything I can do to assist you, Bruce.","start_word":2234,"end_word":2362,"sentiment":"neutral","sentiment_score":-0.00362264705720798},{"text":"Alright. Thanks, man. Thank you, Bruce. Thank you, Mike. Talk to you. Bye.","start_word":2363,"end_word":2375,"sentiment":"positive","sentiment_score":0.6620022654533386}],"average":{"sentiment":"neutral","sentiment_score":-0.013745606599030673}}}}