Cambridge research scottsdale jenn lim_delivering happiness_50
-
date post
14-Sep-2014 -
Category
Business
-
view
512 -
download
1
description
Transcript of Cambridge research scottsdale jenn lim_delivering happiness_50
![Page 1: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/1.jpg)
CAMBRIDGE RESEARCHSCOTTSDALE, AZ
SEPTEMBER 28, 2013
JENN LIMCEO & CHIEF HAPPINESS OFFICER
![Page 2: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/2.jpg)
![Page 3: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/3.jpg)
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
![Page 4: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/4.jpg)
WHAT IS YOUR GOAL IN LIFE?
![Page 5: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/5.jpg)
• “WHEN I GET _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLED
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.
YET WE’RE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.
![Page 6: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/6.jpg)
REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
![Page 7: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/7.jpg)
MT. KILI
GREEN FIELDExplored and
PrioritizedINTERNET
CONSULTANT
LAYOFFLOSERLOSS
GO BEARS!
ZAPPOSCONSULTANT
ROCK BOTTOM REAL LOSS
TIME
HAPP
INES
S+
|
OH @#$%
![Page 8: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/8.jpg)
CAN COMPANIES REALLY BE
SUCCESFUL WITH HAPPINESS AS A
BUSINESS MODEL?
![Page 9: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/9.jpg)
“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.”
— MAYA ANGELOU
![Page 10: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/10.jpg)
“A WOMAN’S DREAM CLOSET…”
ZAPPOSKENTUCKY WAREHOUSE
![Page 11: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/11.jpg)
EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE
PERSONAL EMOTIONAL CONNECTION
![Page 12: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/12.jpg)
10 WAYS TO INSTILL CUSTOMER SERVICEEXCERPTED FROM DELIVERING HAPPINESS
• MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMPANY, NOT JUST A DEPARTMENT. A CUSTOMER SERVICE ATTITUDE NEEDS TO COME FROM THE TOP.
• MAKE WOW A VERB THAT IS PART OF YOUR COMPANY’S EVERYDAY VOCABULARY.• EMPOWER AND TRUST YOUR CUSTOMER SERVICE REPS. TRUST THAT THEY WANT TO
PROVIDE GREAT SERVICE… BECAUSE THEY ACTUALLY DO. ESCALATIONS TO A SUPERVISOR SHOULD BE RARE.
• REALIZE THAT IT’S OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR EMPLOYEES.
• DON’T MEASURE CALL TIMES, DON’T FORCE EMPLOYEES TO UPSELL, AND DON’T USE SCRIPTS.
• DON’T HIDE YOUR 1-800 NUMBER. IT’S A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO YOUR EMPLOYEES AS WELL.
• VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT AN EXPENSE YOU’RE SEEKING TO MINIMIZE.
• HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOW EXPERIENCES TO EVERYONE IN THE COMPANY.
• FIND AND HIRE PEOPLE WHO ARE ALREADY PASSIONATE ABOUT CUSTOMER SERVICE.• GIVE GREAT SERVICE TO EVERYONE: CUSTOMERS, EMPLOYEES, AND VENDORS.
![Page 13: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/13.jpg)
CULTURE
#1 PRIORITY?
![Page 14: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/14.jpg)
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
![Page 15: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/15.jpg)
HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
![Page 16: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/16.jpg)
THE CULTURE BOOK
THE CULTURE BOOK
![Page 17: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/17.jpg)
THE CULTURE BOOKWHAT IS IT?COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE
STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE
FOR A COPY, JUST EMAIL ME [email protected]
![Page 18: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/18.jpg)
![Page 19: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/19.jpg)
CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service
2. Embrace and Drive Change3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit
8. Do More with Less9. Be Passionate and Determined
10. Be Humble
![Page 20: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/20.jpg)
CULTURE AND CUSTOMER SERVICE$2B* COMPANY
1999 – TODAY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gros
s Sal
es $
MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION**
*GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING
![Page 21: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/21.jpg)
BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
![Page 22: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/22.jpg)
AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:1.COMMITMENT2.CORE VALUES
3.TRANSPARENCY4.VISION
5.RELATIONSHIPS6.THE RIGHT TEAM
AND CAN THEY BEAPPLIED TO YOU?
HOW?
![Page 23: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/23.jpg)
1. COMMITMENTDO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT?
HOW LONG WILL IT BE A PRIORITY?
![Page 24: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/24.jpg)
2. DEFINE YOUR CORE VALUESIT’S HARD. START EARLY.
WHAT ARE YOUR - COMPANY’S - PERSONALCORE VALUES?DO THEY ALIGN?
![Page 25: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/25.jpg)
EXAMPLES:VENDOR EXTRANET
TWITTER.ZAPPOS.COM“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
![Page 26: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/26.jpg)
FOR EMPLOYEES*
WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?
FOR ENTREPRENEURS
WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?
71% EMPLOYEES IN THE U.S. DISENGAGED
$300B LOST IN PRODUCTIVITY FROM DISENGAGEMENT
- GALLUP 2008, 2011
4. VISION
![Page 27: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/27.jpg)
5. BUILD MEANINGFULRELATIONSHIPS
IT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS.
IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
“IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.”
-
![Page 28: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/28.jpg)
6. BUILD THE RIGHT TEAM
HIRE SLOWLY. FIRE QUICKLY.HIRE BASED ON VALUES.
![Page 29: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/29.jpg)
SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
![Page 30: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/30.jpg)
SOME FRAMEWORKS LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARETOP 5 REGRETS OF DYING
…THE COURAGE TO EXPRESS MY FEELINGS.
…LET MYSELF BE HAPPIER
…NOT WORKED SO HARD
…STAYED IN TOUCH WITH FRIENDS
…THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED
I WISH I HAD…
#1
![Page 31: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/31.jpg)
HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
![Page 32: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/32.jpg)
![Page 33: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/33.jpg)
![Page 34: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/34.jpg)
IF RESEARCH SHOWS VISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
![Page 35: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/35.jpg)
FIRST…THERE WAS A BOOK
![Page 36: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/36.jpg)
550,000+ COPIES SOLD20+ LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
![Page 37: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/37.jpg)
I CAN BE A CMP!
![Page 38: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/38.jpg)
![Page 39: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/39.jpg)
THEN, THE BUS TOUR…
![Page 40: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/40.jpg)
![Page 41: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/41.jpg)
![Page 42: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/42.jpg)
![Page 43: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/43.jpg)
![Page 44: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/44.jpg)
![Page 45: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/45.jpg)
![Page 46: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/46.jpg)
![Page 47: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/47.jpg)
“DELIVERING HAPPINESS
IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”
- SETH GODIN
![Page 48: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/48.jpg)
THEN THERE WAS A BUS TOUR
FIRST…THERE WAS A BOOK
![Page 49: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/49.jpg)
WE HEARD FROM AROUND THE WORLD
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
![Page 50: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/50.jpg)
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSE
HUMAN SENSE
![Page 51: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/51.jpg)
HOW? The 3 C’s.
3100 Cities
110 Countries
![Page 52: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/52.jpg)
HAPPIER COMPANIES
www.HappinessatWorkSurvey.com
![Page 53: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/53.jpg)
PAY HAPPINESS FORWARD.100% of net profits to the
Happiness Movement
HAPPIERCOMMUNITIES
![Page 54: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/54.jpg)
HAPPIER CITIES
REVITALIZING DOWNTOWN VEGAS
![Page 55: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/55.jpg)
HAPPINESS @WORK
HARVARD BUSINESS REVIEWJAN-FEB 2012
BETTER RETENTION SICK LEAVE 66%
BURNOUT 125% TURNOVER 51%
GREATER ENGAGEMENTSALES 37%
PRODUCTIVITY31%
CREATIVITY300%
PROFITS 33%
![Page 56: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/56.jpg)
WHAT MATTERS IS ALIGNMENT AND COMMITMENT
![Page 57: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/57.jpg)
(RE-ENACTMENT)
![Page 58: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/58.jpg)
HOW CAN WE HELP?
FOR: QUESTIONS
CULTURE BOOKCOPY OF THE PRESENTATION
[email protected] THE MOVEMENT
DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
![Page 59: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/59.jpg)
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND PURPOSE
•PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
IMAGINE…
![Page 60: Cambridge research scottsdale jenn lim_delivering happiness_50](https://reader034.fdocuments.us/reader034/viewer/2022052617/54159a1c8d7f72356c8b46eb/html5/thumbnails/60.jpg)
THANK YOU!
THEN DO.