John Gafford

And he's like, well, what do you do here?

And he's like, well, I take the stuff from the software engineers and I take it to the client.

And they're like, well, couldn't the engineers just take it directly to the client?

And...

Anybody that's ever worked in IT at any high level understands, no, the software engineers cannot take it directly to the client because the client is going to be super, super angry immediately following that meeting.

And the software engineer is going to look at you and go, what?

So yes, that is a skill set in itself.

Yes.

Yeah.

I think a lot of people don't realize, but you really should try to stay at about a sixth or seventh grade level.

Yeah.

How important is communication?

tonality and what you do and what you teach people.

And how important is that?

Yeah.

One of my biggest issues is I speak very quickly.

And, um,

I listen very quickly too, which is good, but it's a problem.

So, you know, with me and I tell people this story, sometimes it's like, you know, I was coaching some agents and one time and this guy stood up and we were talking about tonality on the phone and he stood up and he said, can I ask you a question?

And I said, this is a little bit of an older gentleman.