This weeks episode is all about the Guest Experience and how it can dramatically affect your property’s success. We are joined by Nick Ellis, where he will give you insights into how your currents guests are a whole lot more valuable than the guest you might get in future. AND While spending time and money on promotion and trying to get new customers is key, it is just equally as important to invest your resources in the experience your guests will have while at your property.
I am excited to bring you this episode as Nick Ellis is a true legend in the hospitality space. He is a tourism veteran of 20 years. He has ascended the ranks through every operational role in hotels, starting off as a room service attendant and making his way through food and beverage, front office, guest services and reservations. With this experience under this belt, he has moved into managerial and leadership and is one of the most respected entrepreneurs in this field. He is also the author of, “Business to Business Marketing, Relationships, Networks and Strategies” and sits as a judge at the Queensland Tourism Industry Council.
Positive guest experience is considered the number one criteria that travelers use to select accommodation – far outweighing price and location, positive guest experiences are profitable too. According to the Harvard Review, guests who have the best past experiences spend more compared to those who have poor experiences. Obviously happy guests can help guarantee that our accommodations revenues remain healthy.
Thank you so much for listening to the show. You can find us at theaccommodationshow.com where you can find all the show notes, links to resources we have talked about and transcripts from the show. I appreciate you listening and if you would like to support the show then please subscribe, leave a comment and share it with others.
Bart: Hi everybody, we are back with “The get ready for 2021 show”. I’m really happy to be joined by Nick Ellis. Nicholas is from a lot. He’s going to be talking to us about the guest experience and how to make a kick-ass guest experience happen. Welcome Nick.
Nick: Cheers. Thanks. Super excited to be here.
Bart: I always like to start off and understand who you are where, you’re from and a bit of your background. I know you’ve been doing this for quite a few years. You are a member of our Facebook group and what I really like about you is that you are able to add immense value as you go and there’s a lot of confidence behind what you say because you’ve done it all so many times. Tell everybody about what you do, where you’re from, your background and why you like what you do.
Nick: As you mentioned. I’m in the Lots at the moment. We’re a boutique tech company, but I’ve actually only been with them for a few months prior to that, I’ve worked in hotels my entire life. I literally finished school and got a job in the local hotel at the bottom of the street and literally just worked my way up and across a number of different hotels and hotel groups. About 20 years experience or a little bit more and I’m a lot older than I actually look and during that time I’ve had some really amazing goals. I’ve taken properties. I’ve done a large number of rebrands, refurbishment. I’ve taken a hotel in Brisbane from number eight on TripAdvisor to number one on TripAdvisor in Brisbane and number eleven in Australia, consistently achieving an NPS score of 93. The average for a five-star hotel is about 60. I took a different hotel in Brisbane from a hundred and seven to number six. I was fortunate enough to launch a new concept lifestyle brand in Australia and we were number 10 in Perth on TripAdvisor after only three months and it’s really interesting that I sort of started my career in I guess what I refer to as the the high-end stuffy hotels, but over the 20 years I saw the guests gravitate towards this more personalized lifestyle brand of hotels, so I ended up moving into that and then most recently as well, I work with the Queensland Tourism Industry Council as a judge for the Queensland Tourism Awards. Looking at businesses within the tourism industry and what they do a little bit differently to create those amazing experiences.
Bart: You’ve done all these things right, where does your passion lie in terms of where you’re going to go to next and what are your thoughts also about what’s been happening over the past 12 months?
Nick: It’s really interesting because I have no idea what I’m going to do next. If you said to me 12 months ago that you would be working in technology, I would have laughed at you. I loved hotels. I loved the environment. I loved interacting with people. It is just such a massive thing about my personality, so I found that hotels are the perfect environment for me to not only interact with Travelers, but also build teams and those kinds of things. I always had an interest in technology and I’m a bit of a nerd deep down and I have enough people in my career, “saying you shouldn’t be in hotels, you should be in a tech company ruling the world.” I took a jump to try that, right at the start of this little thing called Covid, which I don’t know if you’ve heard about it. It was a great time just to have a midlife crisis and try a new industry looking in hindsight, both industries ended up being massively affected by Covid as well. I think I coined the word pivot because I was pivoting a couple of months before Covid hit but the thing is that I guess I never really know where I’m going to end up. I love what I’m doing now because I’m learning something new and I loved that about hotels for a really long time. Who really knows what the future holds?
Bart: Going for the future of Covid part is this an opportunity?
Nick: Definitely. One of the things that I really see is this huge opportunity because hotels and the accommodation sector is very much generally quite a little bit old school. It’s not known as a change lead industry, Covid has really obviously revolutionised the way the world operates but particular challenges within the tourism industry. We see a lot of hotels taking the time to stop review, what they’re doing, focus on dealing with it and I hate that the term, the new normal and all that but at the end of the day like that’s sort of what’s happening and I think it’s because generally, having been there, we spend all this time. We’re so busy working in the business that no one ever takes a step back to work on the business. When that kind of thing is forced on you, It really gives people time to stop, review how they’re operating as a hotel or how they’re operating as a motel or an Airbnb or whatever it is and look at it differently, what can I be doing differently like, and that I think there’s a lot of operators who are coming out of this stronger than they went into it. It’s been a hell of a kick for everyone but really hopefully everyone’s going to take some learnings onboard and improve the way they are operating, improve the way they that their business is operating.
Bart: I feel like there’s so much opportunity for me to digress into all the new paths that we could follow now that Covid is has happened and the way that we build our businesses, but I think we came in with the vivid intention of talking about the guest experience and what that means and where it’s going and what we should be thinking about moving forward. And as you said before, you started off in a particular kind of hotel space and now you’ve seen it move and you kind of moved with it and I’m getting a feeling that you’re going to say. “Hey, it’s going to keep on moving and changing and there’s different expectations that are coming our way. Is that about right?
Nick: 100%, I believe that. 20 years ago, my career goal was to be that guy at the front desk of the Hilton in my 3-piece suit and say, “yes, sir. no sir”, and pretty quickly. I realized that actually wasn’t me, I had far too much personality to do that and I saw then at the same time the rise of the lifestyle hotels and this new age traveler. It was quite early on in my career that someone coined the phrase, “you can get a bed and a shower anywhere but it’s the experiences that keep people coming back,” that resonated, probably 10-15 years ago that really became the driver, the new age traveler was looking for those experiences.
It was less about staying in a hotel that had the gym and the pool and the fire and the different restaurants they wanted to stay in the cool little hotel that just had the front desk guys that were connected with what’s happening in the local area so that when they say, “hey, I want to guy with experience, your culture, your location, your city.” What is there to do? They’re getting that insider advice. At the end of the day, the underlying need and want for humans generally to travel is to experience other cultures and experience new things, it is natural that the hotel may be offering transition that way, I guess who knows where it’s going to go? It’s going to always develop, it always will, nothing stops change. In the next 5, 10 to 15 years we may do full circle. I did a thing recently and had someone try to convince me that in 10 years you’ll check into any hotel around the world and you’ll just be served by robots and nothing else and I just had a good laugh because I think that us people, we like to interact with other people.
Bart: Because how are we going to enjoy the lockdown, right?
Nick: Exactly, but the funny thing, like I see, the amount of times I’ve worked at large hotels and someone’s trying to sell me like a check-in kiosk am i’m like “oh you can replace all your receptionists,” and they will go, “but I don’t want, my guests don’t want to check in with a kiosk there.” You can offer up kiosks, for example as a way to speed up your queue and sometimes, some people have had a long day at work, they just want to punch away and check into the room, that’s fine, but I still want to know that there’s someone at the front desk or at the bar that I can go and have a chat with and talk about the local area and those kind of things so it’s been a lot of changes.
Bart: One of the airlines had decided to do that and go pretty much contactless on check-in. There’s been a bit of an outcry about that as to whether that’s a good move financially, maybe that saves a few dollars but if there’s not that much competition you can do whatever you want. Right? But in the long run, it might be a bit more expensive.
Nick: Yeah, that’s really interesting. I think that air travel is a bit more transactional and when I travel I want to get onto that plane and get out of that airport as quickly as humanly possible and I’ll trade in …I think when you get to a hotel, there is that expectation of that service and that I’ve traveled a long way. Even if I’m here for business, I want to relax while I’m here, those kinds of things. I think that sort of depends on the industry. I was really gutted when Coles’ brought in the self-checkouts. Oh my God. I’m going over to chat as they hand over my money, but that’s become the norm and we’ve all sort of learned to deal with it. It’ll be really interesting. As you said, there’s been a lot of change in the past 20 years. There will be more changes in the next 5 to 10 to 15. Who knows where we’ll go, that’s sort of what’s exciting.
Bart: If we take a step back to what we were talking about before, about getting the guests to come back and improving the experience, I think there is two sides, on one side you might think, “hey It’s unlikely that people will come back to my place,” but you will get a percentage of the come back but the other benefit of improving the experiences also for your reviews and that’s that side of things. You might not say, “hey, I’ll get that direct person come back, but then you’ll get the referrals and that sort of network effect that happens. One other part I did want to add is I think that there is a beauty in an opportunity in terms of having a new market and a new audience that never existed in the past.
That’s something that, It’s because of the situation, this is worldwide, you’re going to have a new audience and it is because people still want to travel but now they have to travel locally they never thought before of traveling locally, but if they start to engage, you need to capture them quickly.
Nick: I really agree with that and resonates well, and it’s funny like I can actually pinpoint the power of reviews and love them or hate them but sites like TripAdvisor, this in fact good for business if you know how to manage them.
I can tell you from a personal life affect being there, literally the weekend that my hotel took number one in a major capital city, we saw a three-fold increase in traffic to our TripAdvisor page and we took a direct probably 10 to 15K a month increase from TripAdvisor in Bookings. There was literally a tangible traceable result to the exact date that we took that top spot in the new business it was coming in, it was all the people who, “ I want to take my partner away for somewhere special this weekend. Where am I going to go? [inaudible 00:12:03] that’s obviously the best place in the city of the stay and that was through whether we had taken that mindset of whether you’re personally going to come back and stay with me again, but if you leave a review on TripAdvisor, someone’s going to read that, someone else is going to make a decision based on that.
We also had a mind set that we didn’t always take amazing reviews on TripAdvisor. Every hotel has stuff that goes wrong, but it was more about the way we responded and resolved that complaint or whatever was written and that piece of feedback that was written online. Someone occasionally as we all probably have experienced, some of them will expect the world and pay nothing and then go online and rubbish you when you’re not deliver them a gold-plated Tesla on arrival kind of thing and that would reflect in our responses that we knew that there was a problem, where we were now talking to the people reading the responses and not so much the reviewer themselves. Having been there myself, there is a tangible result from putting time and effort into improving your listings and it all comes down to the bottom line in the end.
Bart: Going back into the context of getting ready for next year and improving these experiences and doing all these activities, what should our hosts be thinking about?
Nick: It’s interesting you raised that. The core thing for me was always what’s exceptional? It’s what we always look for, we look for something that’s a little bit different. What is unique about you above the other bunnies. Again it’s a bit of a buzz term but ultra personalization is kind of on trend at the moment, some of those little tips and tricks that we used to do. We would Google, Facebook, LinkedIn, Instagram search every single person arriving at the property. We would see what they were talking about on Twitter. We would have a look at their likes on Facebook. If you have a like of better homes and gardens page, you can go and pop a copy of the Better Homes and Gardens magazine into their room, and so consciously the guest doesn’t even know if you’ve made that connection. They just think, “I like this place because they’ve stocked the magazines that I like to read.”
Bart: It’s time versus reward, all of a sudden now, we’ve got a new process of going and buying more magazines and things like that. You can be quite creative on how you do adapt to those particular people, what kind of strategies did you have to make sure that you’re not having a full-time person working? I think a lot of people might say, “oh, that’s all good and well if you’ve got the time for it,” You have the time to clean the rooms and all these other bits and pieces and now you’re asking me to do this extra stuff. One of the shortcuts, one of the tricks.
Nick: It’s a perfect segue actually, I have two stories. The underlying message is about, you don’t have to run out and buy things, you generally can grab something that you’ve got around. You do need a little bit of creativity and that ability to create a connection but there are ways of doing it quickly. I had a guest staying with a center, he was literally a member of Australian rock royalty. Absolute top line rock artists from many years ago. And I’m thinking beforehand, I know this guy’s checking in a couple of weeks in advance and I’m trying to think what do we give people like this who stay in every hotel in the world and they’ve given everything, there’s gold plated M&Ms buckets all that kind of stuff. What do we do that can make us stand out as the place that he actually remembers? All I did… skimming through his Wikipedia page and I found out that he’s a red wine drinker and I also found out that about 30 years ago when he was first calling his wife he wrote a song about her and it was this really obscure song that but it was actually on Spotify, basically he arrived off a flight at seven in the morning and I had a bottle of wine in his room and I had the song playing in the background and I had a car that basically said it might be too early for wine, but it’s never too early to reminisce and he came down to me and tears literally going that is the greatest thing I’ve seen in 25 years of staying at hotels around the world. I had another again.
Bart: You don’t have to go out of your way.
Nick: No, it was a four dollar bottle of house wine with a card that was personalized to him and people just love the thought, it made no difference, the paper and the card and the wine itself and it was the fact that we had done, It’s been 10 minutes reading his Wikipedia page and we’d taken a point that, “hey there was a song that he wrote about his wife, his wife is traveling with him.” We can make a connection there by having the song playing in the background and it was that we had Alexas in the room. And as I said, a great little touch because you can really take something up a notch with music and any kind of way to add another dimension to an arrival experience again had another musician. She literally had booked out the entire property. We’d done a little bit of research. We’d found out that she’s a bit of an introvert but she loves reading so we literally just bought her a biography on one of her favorite artists, that was one of her Inspirations. We left it in her bathroom with some bath salts and one of my team members who was actually a big fan had handmade a wrap like with a candle in it and it was like a streetscape of her home city.
Again, she was quite an introvert and didn’t want to interact with people but she took the time to come down and say that’s actually really thoughtful. Thank you so much. It is about grabbing what’s around and making a connection.
Bart: The one thing that really strikes me with both of those stories is that both times you guys are putting yourselves on the line and taking a risk and there’s such a major specially with someone that’s quite famous or popular that they do get quite a lot of gifts and they get a lot of things, but for you to really stand out, you are putting something personal on the line that says something about you as well. Like getting a card unless you’re taking that risk to say. “Hey, you know what? I’m giving this a go. I might have got it wrong, but I’m going to give it a go.” The same thing with the book. Maybe you don’t like the book anymore. Maybe she doesn’t want bath salts, maybe she doesn’t like those things but you’re still giving a bit of yourself to them, which is beyond the room, beyond the hotel, beyond everything else.Is that right?
Nick: 100% I agree. I used to say to my team that if an arrival amenity or an expression or something didn’t have a 10% chance of making a complaint and me as the boss having to stand in front of that person and apologize and grovel that it wasn’t good enough, so it always has to have an element of being really out there. And to be honest, I never once had to stand in front of someone and apologize to go, “we took that too far,” and that includes and probably a funny amenity that we got through a guest that might be from up late addition of this podcast later.
Again we had a like one of our most regular guests always gets a room with a bath with full bath times and we couldn’t give it a room with a bath, so you guys go out and buy a kiddie pool and literally put it in the suite with a rubber ducky and you’ve got to take the chance because that’s what makes you memorable and if you just sit there and whenever I check into a hotel and I get a card and a bottle of wine and a fruit plate, I just go there’s just no effort in that so it’s really disappointing personally.
Bart: Because nowadays we’ve got such a range of property owners that a lot of people might think you know what, the likelihood of actually getting a guest to come back is quite low or they might not come back directly or even if they come back once in their lifetime it’s worth $200, $400 $500, a $1000, the value isn’t that big but the power of social media, the power of reviews, the powers of all these things, it goes way beyond what it use to be, where it would be word of mouth which is what one in ten or whatever it was and now it could be 1 to 10,000 people through these mediums sharing these positive stories. There is a return investment that you can quite clearly see?
Nick: Totally again and a story similar to those lines is that when I started this hotel, we used to give a standard arrival gift to most guests and would get a like a make-your-own cocktail kit and it was so nice. It had a little bottle of spirits and some mixes and those kinds of things, but there was no wow to it and sort presented on a placemat. We went out to literally just to Kmart we bought those little wooden boxes that have a couple of drawers in them and I had a calligrapher draw all over the front of them and the box became the instructions that it said sort of start with this, mix with these, add a little bit of this and in the drawers were all the different ingredients and then we just wrapped them in a five dollar set of fairy lights on a battery, we just changed up the process of presenting the item. Instagram and all that, we had people who would check in and “go I booked this hotel because I wanted to get the cocktail kit on arrival,” and to this day you search for them the property, I’m not great with Instagram myself, but when you look at the tags and those kind of things for where we were, you can see photos of these cocktail kits again and again and again and it was again, it was just doing that little tweak and each one of them cost us about $20 to setup and have ongoing, it’s just a different take that became really sort of trended online and we took direct business from it.
Bart: I might be listening to this call. “All right, these are some great ideas.” I might get distracted and get onto some other tasks, but I know I need to come back to this at some stage as well as coming back to all those other things and it’s as you said, these are tasks that are working on the business rather than in the business and setting up some process around creating these experiences and sort of thinking, what’s going to work for you as a business owner in terms of the planning? What do you do? How do you start sort of moving into this?
Nick: To be honest. It’s interesting because doing something really well and remarkable once is not so difficult but doing it consistently again and again is the real challenge. I think we all kind of know that from the industry that we’re in. We know that it’s easy to have a guest check-in and check-out, love their stay but you’ve got to be able to do it again and again and again and again, so consistency is key and again, if I refer back, those little cocktail boxes, right they became the fallback, they became that when we couldn’t think of something better, something more personalized to give to someone, we just gave the cocktail box.
We created that process around. Okay step one. We know someone’s checking in, doing a little bit of Facebook stalking, doing some LinkedIn try and personalizing something. We had bottles of wine, we had some magazines on site ready to go. But if you couldn’t, if you were running short on time, have your back up that’s ready to go, that’s sort of unique, you need to just put a bit of time into thinking how that can be done. But then once you’ve got it up and running you just want to repeat it again and again. It should just be something that’s really unique to you. Again, we use that sort of cocktail box that it was sort of a new take on an old idea, but it just became a fallback. When we had a really busy night, we just didn’t have the time to do all the other things, we can still give something that at least was a little bit different. Consistency as we all know, It’s just so important because the greatest way to disappoint someone is to build an expectation and then not deliver. I’ve always been sort of an under-promise and over-deliver kind of person. I would rather yeah promise nothing and deliver the world because if you fall short of delivering the world, but you still promised nothing and they’re getting half of the world then it’s still a positive if that makes sense.
Bart: Is there anything that I’m missing? Is there anything more of that you kind of were looking to add to this particular topic, when talking to people?
Nick: I really think that the underlying it’s about personalization doing something consistently and being unique. That’s the key thing. The guests are looking for an experience, right? And that may not be a physical thing that you give them. You may not have a restaurant or one of those kinds of things, if you’ve got a restaurant, we used to have a chef who [inaudible 00:25:20] VIP or a small group in for dinner, If there was a birthday party the team would hand write the menus there and it was just this little wow factor that, those kinds of things, add something that you can do that’s a little bit different. Find local partners, people are looking for an experience. If you have an airbnb in wine country, then partner with the winery that’s got the olive groves as well, so on arrival you can give everyone a bottle of wine, the olives, you can put a card with a map from your airbnb over the winery and say, “go and see John at the winery, he’ll give you an awesome tasting and you’ll enjoy it,” they’re really looking for that experience from those local touch points there. Everyone’s got something in their local area they can leverage off. Again when I was in Newzealand, we simply ran a competition for the staff to go out and take photos of the local environment because obviously the guests who are staying with us are coming up for the national park and the beaches and those kinds of things. We made a welcome letter for every guest. At the front of it was a card that was printed with a photo by a staff member. So we have, “this is my favorite spot.” you can find it via here on the map taken by John at reception kind of thing.
Those kind of things like they that really cost us virtually nothing but it created that connection instantly with the guests to not only the hotel but the local area those kind of things and there’s so many ways for those little touch points to be sawn into the guests stay, in the current context where we’re we’re reducing the contact between guests that doesn’t mean you need to you need to give away the guest experience. It’s about the quality of the touch point, not the quantity. You can still have great contact without having physical contact, if It makes sense.
Bart: Motivating teams, we talked about it briefly, but I think that it could be a really great nugget. If I do have a team and they are checking or their housekeeping or whatever other segment of the business they’re in and they can add this sort of value. How do we motivate them? How do we get them thinking and in that particular way to go and do these things because you’re Nick, you’re the boss and obviously you want the place to do well, but how do you get your staff to think like you and to have that mindset to want to take the extra step to make things special?
Nick: Really an interesting topic because then again, for example the last hotel I went into. We took it over and we were a lifestyle brand and prior to that, It was not a lifestyle brand hotel. It was very much, a stuffy, you know? “Yes, sir. No sir,” that was the hotel. Trying to convert a team from that mindset to “a no, no, you need to engage”, it’s not an easy process, regardless of the size of the team and as you sort of just touched on, it could just be you might just have one person on the section who might be a housekeeper. Housekeepers are amazing because they’re always contacting with guests. I passionately hate towel animals. However, lots of guests actually love the towel animals, teaching a housekeeper how to have… I know some properties that specifically have a towel animal order form for family rooms, for example, so the kids can be like, “I want to see an elephant,” but I guess, you’ve got to show the team how it’s done and that’s how we did it. We created a guest experience by actually focusing on the team experience if that makes sense. We engaged with the team which is the new age version of the old school open door policy. We encourage people to talk and to feedback, we encourage anyone that has any idea to try and run with it and own ideas. We set the examples of what we thought was something a bit different. For example one year I had seen that the upside down Christmas tree was a thing apparently. Let’s do that for Christmas this year. Let’s hang the Christmas tree from the roof of the lobby upside down and the team owners are, “what do you mean?” and I’m like, come on, and so we did it. It was a nightmare to actually do. I never realized the engineering required behind hanging an entire Christmas tree from the sea but it looked amazing and people would walk in and I would just be like jaw dropping. It was really this sort of touchpoint. One year we were looking at what we wanted to do for our staff Christmas party and I just couldn’t bear the thought of hiring a function room and everyone meeting and listening to 80s music, we planned in total secrecy and we converted our entire car park to a pop-up inflatable festival. We rented a 30-meter inflatable water slide. I had the car park turfed, I had an 8 meter street up mural painted in the car park on the day and 60 pieces of inflatable furniture with food trucks and those kinds of things and we literally did this in total secrecy and we didn’t tell a single person until 3 p.m. on the day the party. The staff had been given an invite, they were told it was pool party attire, so they all thought we were going to a local pool or something like that and it wasn’t until 3 p.m. on the day when they all received a text message with the address of the hotel and when I walked out, we had just transformed this place into something entirely different and everyone had a ball and it was a lot of fun, but at the end of the day, we sort of shown them that we can think outside the box and we can do things a little bit differently and now, that’s kind of what we expect of you with the guests, if that makes sense.
Bart: It’s pushing it both ways.
Nick: Definitely and it’s funny again, like we just noticed that the guests started to take note, because they would read about some of the things that we did online and they would start to play back with us. We once had a guest book from an OTA and I’m trying to remember the name of the movie star, but he said he wanted this movie star on a pillow in his room right as a joke as a note in the OTA a booking and we received it and went, “oh this is funny,” but we couldn’t just do the pillow right? We ended up printing 20 different photos of this movie star having been through the room and creating a trial [inaudible 00:32:10] him to reception there would be a prize and on it was that I played movie star bingo at my hotel and a photo on a t-shirt.The guests had obviously seen that we had this little bit of a sense of humor and we were creating these little moments and they challenged us to take it up a notch and of course we had to live up to the challenge there.
Some of those best stories for me it was a job well done because some of those examples I didn’t actually come up with most of them. There were things that the team had done after we’d laid out the examples for them.
Bart: You just got to share that story forever. I’m going to leave it at that because I think we could talk for a long time. And so I’m going to say a big thank you. I am going to wrap it up with a few things. Just privacy in terms of people actually going out and you said Facebook stalk and I just want to be a little bit mindful of the terminology that we’re not encouraging anyone to stalk people in any particular way, but it is about getting the information which is publicly available, information of people willing to share you can create your privacy policies and stuff like that. Just make sure that you’re compliant in that way. You don’t have to know everything about them, you know where they’re from, you know whether they’re bringing kids and that sort of thing, so can you prepare in that particular way, so don’t come down on us too hard on that. Nick is there. So obviously you’re from a lot. You guys do software as well and that’s the thing, if anyone wants to reach out to you, you’re available on a Facebook group, how do people reach out to you?
Nick: Facebook, LinkedIn, Google, I’m sure I’m probably there, you can try not Facebook stalk but you’re welcome to Facebook stalk. If you need to track me down, I’ll be around, there is a bat signal somewhere.
Bart: The great thing where it’s Nick is that if you generally have any kind of question, he’ll give it a go and try to help you out and answer and you give it a bit of thought, which is really sort of a testament to why he’s on this show and doing this and you can see that the amount of information that he kind of gains and imparts, it goes both ways as he grows.Thank you very much. We’ll see you away through 2021, anything else?
Nick: No, cheese and yeah farewell to 2020 looking forward to next year.
Bart: Thank you mate, cheers Nick.
Nick: Cheers, bye.