GSD Podcast - Maximizing Customer Success Using Slack with Gözde Görce

Slack is quickly becoming the go-to communication platform for businesses of all sizes, and for good reason. In this week's episode of the GSD Podcast, Jeff Kushmerek and Gözde Görce discuss the benefits of transitioning from email to Slack for customer success and support teams. Here are some key takeaways from the podcast:

- Slack can be mission-critical for customer success: By using Slack, customer success teams can respond faster to customer inquiries and provide more effective communication with team members and customers.

- Setting up boundaries is important: When transitioning from email to Slack, it's important to set up guidelines and bookmarks to ensure that Slack is used effectively and efficiently. Jeff and Gözde offer seven main points to focus on when setting up Slack channels.

- Automating processes can improve response times: Automating the process of creating support tickets can help teams improve their response times and overall customer satisfaction.

- Prioritizing customers is crucial: When dealing with Slack channel overload, it's important to prioritize customers and respond quickly to their needs.

- Other use cases for Slack: Slack can be used for more than just customer support. For example, Zendesk uses Slack for partners.

- Proper implementation is key: To ensure that customers are getting the most out of the platform, it's important to properly implement Slack and use tools like Tonight to better understand how teams are spending their time.

- Slack can be monetized: By offering a customer success or support package, businesses can monetize their use of Slack.

Overall, this podcast provides valuable insights into the benefits of using Slack for customer success and support teams. By leveraging the platform's communication capabilities and automating certain processes, businesses can improve their customer satisfaction and overall success.

Listen to the podcast here.

Transcript:


Jeff  1:14 

All right, so we'll get going. Oh, my God, I didn't do the, you know, last time we talked, I made sure I did the whole Google pronunciation. And then I went back in today and looked at your profile. And you don't have only have one on mula even like to.

Gözde Görce  1:29 

Yeah, actually the LinkedIn app. Which one are you talking about? I think the LinkedIn line

Jeff  1:32 

Yeah. Your LinkedIn profile, right. Exactly.

Gözde Görce  1:35 

Yeah. Yeah. It's like it's goes Dang, girl. J. So yeah, so both allowed. Yeah.

Jeff  1:43 

Yeah. So thanks for the help on the second one, because viewers of the podcast know I'm very bad, but the name so my wife is Eastern European, but, you know, she got a very Americanized name. So it's fine. But listen, so we met in a very funny way. Because I this is one of my favorite. One of the reasons why I do the podcast. I was like, 1,000%, completely wrong on a subject. And I had this standard joke, and I put it out on on LinkedIn. It was like it was it was in a customer success. Slack. And I my standard thing is I can't stand CSM is communicating with their customers on Slack. And my classic joke was, hey, if you like working the weekends, yeah, sure. Slack is great for customers. But then Mike had posted about an article that he did for him. This is Mike Manet was on the podcast. For it's thinner, right? Yep. And I was just fascinated, because I was like, Whoa, this is crazy. And I you know, again, so glad I was wrong. Because the basic, and I'll put a link to it here, and then we're going to expand on it a little bit. What might sort of schooled me on was that, why if you've got a customer and you're highly engaged, why would you cut that out? Like, why would you say go somewhere else? Go in this new other way of working? And go there go to a community, you go to Zendesk or something like that, right? Yeah. So so then we met, and then we started chatting about it, I was like, Oh, my God, this would be a perfect podcast, because I'll tell you, every time I bring this subject up with people, they just get more and more detail. And I'm like, Oh, no. So I, let's, let's get on and let's start talking about that. And I'll tell you, the number one thing is about sort of, you know, the transition from email into Slack and what that relationship looks like now as Tips and Tricks would love to hear sort of that. And, again, you know, the number one concern I hear if you can weave it in there is the setting the guardrails up correctly, make sure that you're you're setting these are the boundaries and things like that.

Gözde Görce  4:06 

Awesome, yeah. So I mean, I'm glad that you're having this conversation, right. So if you've noticed, right, like in the industry, in general, we have a lot of like this switch between, you know, like, from email to to slack. And I do agree that you know, it could get pretty noisy at Slack, right. But, you know, like, as consumers, right, like we are in b2b world, however, as customers like we are getting so used to like getting these messages and responses back in real time. So slack kind of solves that problem, right like, and there are some cases where as a customer, you're running into issues or you need a quick response. So instead of like waiting for an email response, it's way easier to have access to your customer success manager over slack or any other messaging Apart from like, you know, Microsoft Teams or any other solution out there. Yeah,

Jeff  5:04 

yeah. Well, how do you feel about that? Making sure that the boundaries are set up correctly, right? Because it's funny when you as soon as you said that point, I remembered when everybody started expecting text message level like, right like, to the point where if I didn't respond to like somebody in my family within five seconds or two minutes, then there's a huge issue exclamation marks flying across and things like that.

Gözde Görce  5:36 

Right, right. So that's like one of the exciting topics for me to cover today. I think like, I could boil it down to like, seven main points. But yeah, so I would say with the shared Slack channel, there are a lot of kind of like features that, you know, CSMs can leverage. Number one thing that I would say is the channel guidelines, right, like as a CSM, when you're engaging with your customers, one thing you need to make sure is that they know what the Slack channel is for and what type of topics that you should be discussing on Slack versus email. So that way, you know, you're telling your customer, hey, reach out to me for these, this, this this topics, right, like so that they know. Number two is leveraging bookmarks. So you know, as we have on your browser, like we all have this bookmark feature. So let's say you have a great onboarding call, after the call, you want to pin, you know, those certain links, like FAQ page that you might have linked to the call that just happened, right, the recording, or anything you can think of that will be helpful for customer to go to. And you know, when they land up on that slack channel, they will exactly say, you know, like, what are the resources for them? That's number two. And number three is basically, you know, like establishing certain topics, like, hey, you know, feel free to reach out to me, like, for this certain, you know, support ticket, or let's say you have an open, ongoing issue, and you're like, hey, I will be following up with you on Slack. So like, don't expect an email, I will be following up over here with exact date for you. So that way, they know that you'll be communicating over slack versus email. Specifically, what happens like, you know, if you have like ongoing support issues, and the customer is like, constantly pinging support instead of view, and they're occupying that space and bandwidth, both from support and the CSM, so you can prevent that from happening with that

Jeff  7:36 

response versus resolution problem, right? Like, hey, we're on it, but you know, it might be a day or two. Right?

Gözde Görce  7:42 

Exactly. So they have the, you know, like, peace of mind. When they will hear back from you. Yeah, yeah.

Jeff  7:51 

Yeah, sometimes it's, you know, how mission critical the software is, can can, you know, depend on that I remember, you know, rolling out like lowes.com, and things like that, where they were like, hey, whoa, right. Before we go live, by the way, if you mess up and we're, we go down, that's a million dollars an hour that we're losing. I'm like, got it. Right. I can imagine my slacks and texts and every other, you know, carrier pigeons, you know, blowing up because of anything going wrong versus say, sometimes it's like, yeah, you know, use this process once a month, right, like, right, right. Totally. People aren't dying here. Like,

Gözde Görce  8:28 

yeah, we're not doctors or nurses, you know, like you're not in Er, yeah, yeah, totally.

Jeff  8:35 

On that note, that's funny. You said that point. Because one of the reasons why I have this perspective is that my wife in a bad day does kill somebody in the hospital, right. And so there's a classic thing where I came home, like super stressed out as this company called Bright Cove, essentially, it's an online video player. And we're rolling out to all the music labels in the net net is that the ads Weren't you know, a every one out of three plays, the ad should show up and play. And then there wasn't happening. I come home, like all stressed out my wife's like, what's wrong? And I'm like, Yeah, so a 14 year old boy in Germany can watch a Britney Spears video and just hearing it come out of my mouth versus like, yeah, so I want somebody on the table today. A little bit of different stories.

Gözde Görce  9:21 

Oh, totally. Yeah. I mean, luckily, you know, you're not on the other side. Yeah. I mean, you know, God bless your wife. Yeah, it's a whole different line of business. I have so much appreciation, but I'm glad I'm not on that side.

Jeff  9:36 

Yeah, exactly. Oh, yeah. Oh, yeah. I'm sorry for my digression. So yeah.

Gözde Görce  9:40 

Oh, no, no, you're totally fine. And yeah, I kind of wanted to also cover like one of the beauties of slack is right, like the customization and integration. So imagine yourself like you have a lot of reactive customer outreach coming in. And this is a strategic customer. They are maybe pushing the limits of your product, as you said, right, like in the case Have you mentioned. So it is really like helpful to use some of the products like thinner or a few others out there that could help you automate that create, like the ticketing system, basically, right? Let's say every time a customer says this, you know, create a ticket that directly goes to customer support, because what could happen is that if if you don't use those kinds of platforms to help you automate that process, your CSMs end up being this bouncy ball between customer support, and the customer to create the ticket to follow up on the ticket and, you know, resolve the issue and get back to the customers. So there are a lot of steps that you can prevent. And

Jeff  10:45 

I can tell you, I've had a series of meetings about CSMs being like, this is the paragraph that you type back to them, I will create for you this, some feels to me that if it like automatically pops up like a like a taco or whatever, just, you know, like, whatever the automation does, like that, hey, we're gonna create that support ticket, but I just want the fact that it's created for you, instead of my previous classic thing was like, go to zendesk.xyz.com. And, you know, then go there and then go create your ticket. And don't ever do that, again, because you're a bad customer, right? Like, sets up a little bit of a happier sort of, oh, it's, it's an automatic automated response. Right. And, and, you know, there's ways to phrase it with the customer is like, Oh, don't worry, we'll take care of it for you and things like

Gözde Görce  11:31 

that. Yeah. Yeah, totally. And, you know, that brings me back to also the response time, right? Initially, I think your concern is, will it fare like, as you know, I could see like, from my team, the response time is something customers, like, they need to be kind of, like aware of what's the cadence, and what's the kind of SLA on that. So they tend to wait like a response within an hour or two. But as a CSM, you are like jumping on zillion different calls, right? Like, it is fair to say, Hey, I'm going to be able to get back to you in four hours, because I'll be done with my meetings. Or you could link in again, your support, you know, as an interim solution, and say, Hey, I will be actually working on this. But I don't want to delay the process. So I'm looking in my support team and things like that, that way, your customer number one knows that you are on it. And you know, and they have an immediate, you know, person to talk to, instead of you would support somebody else, right? That's really important. Yeah. Yeah,

Jeff  12:35 

I agree. Yeah, one thing I was question about, because it seems every customer I walk into it, they're all in the same situation where they have like, hundreds of Slack channels, right? Just just hundreds, like, you know, because there's one customer and then there's internal, and then there's external. And then there's like, you know, and then a new thing gets created with new customers, big problem, red team, you know, and all this, like, otherwise. I don't know if there's a fix for this besides, like, you know, you need to get your act together and Marie Kondo your your slack, but like, I didn't know if you had any tips or tricks around that particular issue as well.

Gözde Görce  13:12 

Yeah, yeah, that's a great one, you know, I think it's a constant challenge. Like I know, some companies are doing like, they kind of have a limit. Or if you want to create an you know, like private channel, you have to go through it. So that can prevent that like overwhelming number of channels. For I would say external channels, what I tend to do, my best practice is to group them together under your favorites. So that way, like you see, like what's popping up as you know, bold on like, you know, kind of more like, bold white versus others. So you can take a look at those first. And then the internal channels, right, like, that's kind of my best practice. Yeah, I do like the first option of it limiting the number of channels.

Jeff  13:57 

I can just picture some of the responses like, oh, it's the same group. It's just minus one person.

Gözde Görce  14:03 

Right? Oh, like, really? Why do we need that? Yeah, yeah, I totally get that. And lastly, like that happens to so I mean, realistically, you're not going to have a shared Slack channel with every customer. So like, I think that's, that's number one. And the ones that you will be having, it's most probably like the customers, they mean a lot to your, you know, company overall in terms of ARR and, you know, like strategic standpoint. So what I would recommend is, as a CSM, it is really easy to overwhelm yourself, like if you're going to PTO, or you know, for some reason you're out of office. What we tend to do like in my previous practice is like have a coverage for the days that you're out. So that way you know you're not like overwhelmed even when you're PTO that. Oh, I have to get back to this customer like that. So I learned that the hard way.

Jeff  14:57 

CSMs can't ever relax on vacation. They just They just it's such this nasty martyr. But there's this this, like, you know, it won't survive unless I'm there like just pushing it along which I again, I think some of these automations could really help out with some, some mindspace control around like it's all said it's taken care of it's automated. I'm just gonna put pause for one second is a lot of noise outside. And now if you hear it, so one second, sir, I love the fact that my kids are outside playing. So I don't want to you know, the Hey, stop making noise outside go in your computer. So sorry for the interruption. But yeah, again, on the on that mindspace aspect of as well as, like, it's taken care of, there's a process that's, that seems like that will help that issue too. Because some people just have a little, they're afraid their customers aren't going to be able to have their problems answered and things like that, you know, if you spread your coverage out amongst the other team, you're like, well, they're just helping out. It's not their customers, like they're my customer and things like that. So

Gözde Görce  15:59 

Exactly, yeah, yeah, totally. And you know, like an another topic, I would have to kind of go over like few other use cases for slack that I'm seeing, right, on, in addition to like to engage with between customer success and the customers. And this is more towards like partners, right? I think a great example is Zendesk, and how Zendesk is using shared Slack channels. So this is really interesting. What they do is their sales team is using Slack shared channels with partners that they can they work with. So let's say you have a customer, maybe they're blocked in onboarding phase or an implementation phase. So sales team can immediately reach out to their partners and say, Hey, we have this potential customer for you guys. Do you think this will be a you know, right fit. So again, instead of like, you know, going through, like email introductions and everything, they have already an established Slack channel to have these productive conversations. And that's something that's much better,

Jeff  16:57 

because I remember in the old days, there was a portal that you to log in, you have to register a deal, you know, you had to go through all of that crap, essentially.

Gözde Görce  17:09 

Which is a really tedious, you know, process and your customers are looking for, like an interim quick solution. And you are out there trying to figure out like the logistics internally, right, like, yeah. And I think the other thing that I get a lot of questions about are like, okay, goes a great, you know, like, you have all these best practices about Slack and how to use lecture channels, but I'm having a hard time monetizing this process. Right? Exactly. Right. Like it is definitely a great premium solution to offer to customers. And but what happens is sometimes, and it's really common, so when the customer is in the sales process, the sales team get really excited. And they would actually create this shared Slack channel before even customer gets introduced.

Jeff  17:56 

Absolutely. I see right all the time. Yes, exactly. Where you went line up with hundreds of Slack channels, because everybody from your 100k deal, tier 200k deal, gets a 10k deal up to 200. Everybody gets a Slack channel. And then it's hard change management saying, Oh, no, that was just for the sales phase. And then the disappointment continues on and on and on.

Gözde Görce  18:19 

Exactly. So to prevent that, like, what I recommend is having these conversations with sales team, right, like in coming up maybe with a package of like Customer Success Services, that you could actually establish these rules before even your CSM team is, you know, like starting to work with the customer. So some of the things that you know, like I recommend is having an alignment with sales on what type of customers should have access to slack. And what should we be pricing? Is it maybe a percentage of the license fee that they're already paying? Or is it just you know, the number of like hours that your CSM will be spending so whatever makes more sense for your act?

Jeff  19:02 

And sounds like a good segmented approach, right? Like enterprise, I like it the the approach where you're saying basically like you're on the top of the triangle, right, your enterprise and our enterprise customers get this. What I'm, what I'm curious on is Is it a CS package or a support package or both? Right, because everybody's used to the support, you know, good, better best type of a thing sales is a little bit more of an interesting story where maybe it's wrapped into the license fees instead of an add on but that's that's Are you seeing what are you seeing people do pricing their CSM though because that's a hot topic these days. Yeah,

Gözde Görce  19:41 

I know actually. I've been starting to see that a lot. So it will get like edit as an add on which will make it more clear because you know, we all are like super busy and like nobody likes three contracts. So like when you

Jeff  19:55 

know, I am so glad you brought that up because I love making the He's smaller little things like real ala carte options on an order form because it makes it look like it's such an implied thing where it's like oh your enterprise you're gonna get the five KCS package and dislike it is versus this like, Oh hey, hey maybe you'd like this thing is this conversation back and forth but it's on the auto order form yet you know, X amount of hours boom, boom boom and done. Versus this you know, what's negotiated through and it becomes kind of squishy and no rules around it and I'm working way too many hours again. So

Gözde Görce  20:34 

yeah, totally, totally. And you know, like to add to that topic of many hours right. So like, what are the dedicated hours is like a one time it happened to be the customer like CSM was on Pacific time customer was in East Coast time. And there wasn't any language around that in the contract. So the customer kept pushing and like slacking that CSM, it was really frustrating for the CSM, right, like and you cannot be working on both timezone. So I think it's really important to add the working hours, like as well, depending on you know, like the CSM and the, like the timeline of the customer. Yeah, and I'm seeing that more and more where this is becoming a more like top down like strategic approach where the package is all set, like CSMs know, what they have to deliver a customer exactly knows what they will get from that service. And they're also paying for it. So they want to make most out of it. And they also want to follow the rules, because they were the contract in place, right?

Jeff  21:32 

I mean, again, you're speaking my language here, because the value, right and things that are valued, you treat with respect, and you value it because you're paying money for it. This is why I'm always like charge implementation fees charged for this charge. But it might be a small amount, right. And it's not like a we're gonna try and make a million more dollars with with sweat shells, but it's like, Oh, I'm gonna respect this, because it wasn't just this little throw in that's, you know, just assumed and Tostan.

Gözde Görce  22:00 

Totally. And to that point to, you know, what I'm saying is sometimes like, there will be products, or like, where you don't have a lot of upsell opportunities, or expansion. So having this like Slack edit to, you know, an upcoming renewal because the customer wants to expand or they want to, you know, implement a new product, it helps actually see as leaders to justify the value of slack and you know, like cstm as a kind of, like, add on for certain customers, not for all. And the good thing is if it's like coming from leadership team CSMs feel much more like, secure in the way that like they are having these conversations with customers, and they feel valued, because not all the customers are getting, and there's a price tag for that service. Right? Yeah, definitely really important.

Jeff  22:52 

And I knew none of these guardrails, and I'm like, Oh, I'm the only one I have is, oh, you have slack and implementation where it's a lot of back and forth. And then it moves to CES. And it's not so much back and forth. Actually, my roles are typically around, it's not for support, and we'll fire off an automation for support. But these are the segmentation alone, and not at all. And that's in just this other segmentation plus monetization. That's huge. That's That's amazing stuff. Right there.

Gözde Görce  23:28 

Love to hear it. Glad that you know, we're expanding the horizon with us on Slack. And yeah, well, I think this was like, Oh, I have Yeah, yeah.

Jeff  23:41 

This was super helpful. What are some of the? So what I wanted to cover off? I don't know if there's one that we're missing it all, but like, things that I hadn't thought of before was the partner stuff, right? Like, yeah, that's great. There's monetization and the segmentation aspect, the support stuff, which, which is sort of the only thing I've been thinking around of it. Have you seen in this could be No, but like, as it were, so early days, anything, any creative ways, or anything that you've seen that? Maybe not for everybody, but like, just kind of blew your mind? Or was like, wow, that's a really cool way to approach this problem.

Gözde Görce  24:17 

Yeah, let me think about that. Like it's still new. I've been entertaining this question a lot with like, if leaders who are approaching slack shared channel as like a really premium feature. What I'm seeing though, it's still like, really in the early stages, and majority of the startups are like getting, you know, trapped into that like, kind of process of sales, having these conversations early on and not informing customers success. So it's really hard for CS leaders to own this process just yet, like fully Yeah. But what I'm seeing is that automation is a big part, but the problem there is that I see us leaders, they want to actually have like platforms like fina, for example, to have like automation, automation for slack. But challenges that because either they're not charging the customer, or there isn't any no like revenue associated with this, they're having hard time justifying in bringing in automation solutions.

Jeff  25:22 

But if you had a QA, you know, I was thinking about it for a resource when you started talking about like the segmentation everything. Imagine you had 10 enterprise customers at like $200,000, or something like that. And then suddenly, you're able to then upsell them with an additional like 10k. Or for your enterprise CSM packages, which allows X, Y and Z. I'm not saying that covers their entire salary, but that, you know, suddenly you get 100k in an upsell. And that can go towards a resource. I see that, you know, it's very, it's still startups don't justify, like CSP costs sometimes. So I can see where it's like, hard to bring in automation, but I can see if you're even able to get around certain tools, like, like, if you don't need a Zen Desk, for example, right now, but to be able to have some automation, just to make sure things are being taken care of and not forgotten. Because I see certain people like yeah, we get like 15 requests a day, it's not enough to justify that. But you know, so what are some additional things we can do? And that's why stuff like this popped into my head as well, too.

Gözde Görce  26:31 

Now, that's a great question. Actually, tools like, you know, automation platforms, like tonight helps actually, it helps like the CST leaders to have an understanding of how much time the CSM they're spending. It's not just automating that process, but it gives you visibility into how much time they're spending, instead of doing that over, you know, like Google Sheet asking your CSM to you know, like, put it up there. And that's like a more real time, kind of like analytics into how their systems are spending their time, then that can get integrated into headcount analysis, right? And then you can go back to your leadership team and say, Hey, like last 12 months, this is how much you know, time is spent, how much revenue we got. And here's my proposal for next year into the headcount.

Jeff  27:17 

So I've done that, by the way, I yeah, I had a customer that, that numbers a little shock, it was shocked at first, and I found more customers that kept doing it, that their renewals were down. And so when the data went through, found out that over seven, I think it was like between 75 and 78% of their time was spent on support tickets, and there was a support team. But because they had this relationship over slack, and there was no automation, that the CSM is really well, they came to me, I don't want to then go File an internal ticket. It was like JIRA ticket at the time and stuff like that. And but then yeah, it started, we started adding up all the costs and everything. And it was like, This is crazy, right, like so. So that's what we got to pay for like for for the Zendesk and stuff like that to get rolled out. But then like the training, and then hopefully the automation and a little bit as well, too. But like, first things first, but like essentially making that revenue, amount, this amount of busy work, or this amount of inefficiencies is causing X amount, which is mind blowing for me, do you see it up at that numbers?

Gözde Görce  28:25 

No, I totally agree with you. And I'm so glad you brought this up actually, like, you know, the collaboration between Customer Success and Support. So I tend to see this trend with especially like CSM that are kind of like early in their career. And as you said, they don't want to, you know, like turn the customer back and just say like go to support. So it will it's like the most important thing is to have that alignment with customer support, and your CSM on in which scenarios they have to direct the customer to support. I feeling comfortable enough to say like, No, you have to go to support right. So when there is an ambiguity on which cases which one and who needs to own it. So the swim lanes in between two teams also like it has to be clear. Yeah, right. And that plays into what exactly you just said.

Jeff  29:14 

No, you're right. There's there's that there's the like the 100 100% reference reference ability problem with startups, right, where they're just like, do whatever, you know, like wash their car. I don't care. That high CSAT and everything. Yeah, what was also that was awesome. I appreciate that. Because this is like knowledge that like you and probably five other people have out there and everything you just came back from I think Puerto Rico so it's hard to say like what's the next fun thing that you're doing with summertimes come in. Are you doing Are you staying in the Bay Area? Are you do any traveling or what's what's what you got coming up for for the fun non work stuff,

Gözde Görce  29:53 

but and then work stuff? Yeah. I mean, you're right. Your memory is great. Yeah, I just came back to the bay and I'll be traveling In Europe this summer, so it's been like I think ages for me since last time I've been there. Yeah. I think I told you about this. I will be in Poland in August.

Jeff  30:10

yeah yeah because my wife's from yeah absolutely exactly we talked about that I'm really excited about that

Gözde Görce  30:16

um and you know with the remote work I really enjoy like working and traveling at the same time

Jeff 30:22

I'm so jealous I know I feel crazy like when I go in town to the cafe Nero and work from there I'm like look at me like I'm working out

Gözde Görce 30:28

hahaha like you were able to get out of the house right yeah yeah I think what I

Jeff 30:34

remembered and if I didn't say this you know I'm older and I forget things but um the good thing about going to Poland and eating the food is it's not like Italy where town to town Everything Changes right like you're like no that's Olive Garden Style versus like Mediterranean style because I can tell you I'm 50 Italian my grandparents were from Italy it tastes nothing like when you go to like Olive Garden or something like that oh yeah but Poland totally different it's always the same like you could go to most restaurants in most people's houses in it and this isn't a complaint either like it always tastes amazing like certain things I would need but like like the pierogies like all that stuff like kapusta always usually tastes the same and you know it's great yeah use as much as you can so yeah

Gözde Görce 31:19

I'm so glad you said that because I'm a person with a lot of fomo like I'll be like oh like I don't want to miss out on anything so when those kind of like Regional differences are there I'll be like oh like let's go here let's do this too like yeah hopefully I won't have that in Poland when it comes to

Jeff 31:35

Yeah you can go to some like you know like because this happened to us in Chicago when we went to the Polish District recently like it was like somebody's house like like it was like they converted their house into like a little shop and there's like the Babushka in the back like yelling and you know wooden Spoonful like I'm not kidding and it like still tasted the same as like my wife's mom's cooking and stuff like that it's just love it so you're so you won't get your fomo on your trips there you can you know put down your polish Yelp and uh just find any place. I know you're super busy for taking time out of your day thank you so much

Gözde Görce 32:14

Let me know if you need anything else from me but this was great you know