Thank you, thank you Lauren and you know, coming from an industry of hospitality, I think the hardest hit industry during this pandemic, you know, I think I'm learning from your sales approaches. I think for me, like Kelvin said, where do we get information from? You know, I'm learning on this webinar as we're sitting here being panellists. And just really want to talk about two or three things that I think work in a sales environment as well, because most of you are selling to me, right? You're coming to me, you're telling me about your products and how you can help Mohegan Sun to deliver great guest service and great entertainment to our customers.

The first thing, and I think this works for everyone, I always ask people, you know, what are you passionately engaged in about? You know, and I think I would ask everyone on this panel, everyone that's listening to this, do you know what are you passionately engaged about and do you know what your team's passionately engaged about. I think for most of us, if you want to see results, if you want to see business improvement, if you want to see things that are working to improve your business, you have to be passionately engaged about them.

And what does that mean? That means everyone knows about it. You know, so many times we go to a business and nobody knows what we're working on or what we're thinking about or what's important to us or what we want to improve upon or what's important to our organization. I heard, I think it was Mike talked about doing town halls, and they talked about a 20-minute town hall and a lot of times I see, you know, and I [unintelligible 00:02:03] oh we need a town hall, you know, talk about the topics at the town hall again.

What I believe is that if you're thinking about improving your business and revenue growth for the next year, what needs to happen is you need to talk about the things that are important to you every single day, to every single team member that you interact with. Because what's going to happen is that they're going to become passionately engaged around what's improvement, what's important to you. And ask your team, ask every level of your team to be passionately engaged about something, and what they're passionately engaged about.

You know, I think a lot of times we just kind of float through and no one really knows what we're thinking or what we're doing or what we're working on, and sharing that information leads to more people doing and thinking about what you're thinking on, which ultimately is going to lead to success.

One of the questions that was discussed at the beginning was everything's changing so fast right now, you know, and we're having to adapt and do things differently. And what that's led to is with being passionately engaged, tangible improvement. Tangible improvement in every single aspect of your business.

You know, there's all this discussion around reopening and redoing and how we're going to get our businesses back open and what I tell people is if you're opening your business or you're doing things like you did six months ago you are failing, and that's every aspect of your business.

Look for tangible improvements in really every aspect of what you're doing. You know, whether that's how you're connecting on a Zoom meeting, what are the things that you're doing to improve Zoom meetings, your functionality, your volunteer team [work 00:03:30] [unintelligible 00:03:30] that we have.

And I define tangible improvements are things that you can write down. So I always ask my team, you know, whether it's a month, three months, quarter, a year, what tangible improvements have you done? And it's not about a sales goal or a revenue goal or a service goal in our hospitality industry, what tangible improvements, things that you can write down on a piece of paper have you done to improve your team, to improve our business, to improve your customer interaction, to improve your sales delivery. To do whatever is going to be important to the overall success of your position.

And charge them with tangible improvement. Make tangible improvements part of your meeting. What tangible improvements are you working on right now? And get your team thinking about tangible improvements and being passionately engaged about those tangible improvements, and that's ultimately going to lead to business success whether you are selling things or like us, you're a billion dollar integrated resort that was shut down for the first time in dealing with a [post 00:04:29] pandemic, and really changing how we deliver service and how we create a safe environment for our customers as they return.

I know I only had [unintelligible 00:04:39] minutes Kelvin [unintelligible 00:04:40] in that you sent me last, I could talk about those two things. But two things I'll just leave you with is you know, make sure all of you have tangible improvements and your teams have tangible improvements and then be passionately engaged about the aspects of your business that are going to drive it. And I would ask what are you passionately engaged about and then ask your team what you're passionately engaged about, and if they can't answer that it means you're not passionately engaged about it. And your team should know what's important to you, what you're thinking about and what's driving you right now.