Alright, you thought about, you wrote down some points to think about, about this customer value proposition cause that's critical, because you have to understand your customer value proposition in order to scale it. Now I'm going back to the case, page 1. I'm going to read something that Preak said. I think that mindset is the big difference between a small start-up and a larger high growth company, that ne, that needs to enable it's people to grow and do things that you would've done. And he brings this people concept right in, and you've heard this before. Alright? The defender direct case, Julie talking about it, and [INAUDIBLE], alright? And [INAUDIBLE] says, okay. If you asked me in the first year of my business, what was my focus? Me, one of the founders, what was I focused on? And he says, doing, doing, rather than managing operations. Personally fixing the problems. Personally, putting out the fires with the fire extinguisher. Now if you ask me what my focus is, it's investing the time to teach someone, or enable someone to fix something rather than me fixing it, because, [UNKNOWN] has learned you can't scale and grow most business unless there's more people, and therefor the entrepreneur can't put out all of the fires. The entrepreneur can not fix each fire, the entrepreneur has to teach, other people how to do it and how to put out the fires. Now, let's go back to the customer value proposition, okay? Customize to me, meet my needs, not off the shelf. Two, control the experience from the time they land in India to the time they leave. And how did he do that? I'll tell you what happened to us. We were met at the airport, by an Enchanting Travels person. We were taken to the hotels we were staying at and then our tour contact came to meet us. And she was the person who says, I am the person throughout your ten day tour of India. I am the person who's going to make your tour, and oversee your tour be what you want. Any problems, call me. Here's my home phone, my cell phone, my email address, now let's go over the next couple of days. And each day as you're moving to a different part of the country I or one of my people will call you every day to see is there any problem. Because when you're in the tour business and you're trying to have a great experience, what do you think you want to do? What do you mean, process wise? What's the goal? For Ed, and my wife's name's Kate, for Ed and Kate, to have a great experience, tomorrow morning, tomorrow afternoon. What do they need to know as soon as possible? What would you want them to know? As soon as that experience is not great, someone needs to be fixin it folks. Yes, so the processes at Enchanting Travels has to have is quality controls. How do they know? Immediately, or soon thereafter, when there is an issue? And that's why Enchanting Travels employees are on the ground in each city, doing the tours, that's why the hotels they use, not only did they check them out, and [INAUDIBLE] in the beginning, stayed in them all, but they constantly review em. That's why, they don't recommend a restaurant that they haven't eaten in many times, and eaten in very close to the time you're going. That's why if there is an issue, they are with you, and they can solve it, or they call you everyday and ask you, is everything okay? because what do they want? As soon as they want, they need to know what defects right close to the time it's happening. Now, so think about it, they're a big business, you saw that, this is not a small business. Okay. Wasn't it fascinating? They started their business okay. They started their business in 2004. The first 3 years of their business, it grew 100% every year. It doubled, okay, it doubled form x to 2x to 4x, okay and then it continue to grow averaging 50% growth a year, that's phenomenonal. Alright, 6 offices, 6 offices. Today they have about, over 150 people. They do tours in 27 countries. The complexity of this, the number of people going every day. Somewere, who's entrusting them is huge, is huge. So the key thing is how do they basically put in quality processes? What do you think? Time for you to think. How would you do it? You're [UNKNOWN] Let's take a second. Let's take a minute. I'm going to stop for a minute. I'll get back to you. How would you put quality processes in place?
