So we've talked about previously, we talked about customer journey mapping. And we talked about bringing it all together. And we talked about identifying areas where we can improve. But one of the things we've also got to be clear about and conscious of and make sure we don't forget is that it's organizations, its teams, its people, teams of people, groups of people that deliver, design and develop better service and better experience. And what's key to that is the role that managers and leaders play and helping their people do the best job that they can do. And so we shouldn't forget that.

And as managers and leaders in businesses, we should be asking, probably more often, you know, what can we do more of to help our employees do a better job? What can we do less off Which is stopping employees doing a better job. And also asked their opinion about what is what exists in our business that gets in the way of you doing a better job. If we do that, and we do that on a regular unconscious kind of basis, we're also going to help make our organizations better and slicker and more efficient and just in a better place to work. But also as, as leaders, ourselves, we also have to think I think more regularly around this idea of what have I done today? Or what could I have done today to make the lives of my team easier?

And for me, I think that's like a philosophy. You're not there to be out in front to puffing up your chest and being the big you know, the bit doing the big I am is your understanding that your role is there. To enable your team to help them be the best that they can be to help them produce the best outcomes for you know, for their customers. And that's your job. Your job is there to help and through helping and removing obstacles and helping people do a better and better job, you will produce the service and the experience that you want. By the way, all this is contained in another exercise funnily enough, that comes just below this video.