Back to Basics: Embedding Vulnerability Across the Customer Journey

WEBVTT
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Welcome to Unlocking Vulnerability, the podcast that explores what vulnerability
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really looks like in everyday life. I'm Helen, and in
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each episode I'm joined by a different guest who will
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bring their unique insight and perspectives from across the vulnerability space.
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We'll discuss the realities behind vulnerability and what it takes
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to respond when people need additional support. We're glad to
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have you here, so grab a cup of tea and
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let's get started. Welcome back to Unlocking Vulnerability with me
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Helen Pettifer. Today, I'm delighted to be joined by Bridey O'Shea,
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who is a Customer Insight and Excellence Specialist at Mansfield
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Building Society. Hello, Bridy, it's wonderful to have you on
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the podcast.
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Hello, thank you very much for having me.
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Oh, you're welcome. I'm really looking forward to our conversation
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today as well. So do you want to start by
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giving the listeners a bit of a brief introduction to yourself?
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Yeah?
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Absolutely, thank you.
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Sobabs you've mentioned my name is Bridy and I work
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at Mansfield Building Society. So my job title is Customer
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Insight and Excellent Specialist. I'm also one of our Vulnerable
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Customer Champions as well as one of our care champions
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as well. I've worked at Mansfield for coming up to
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eight years now, across a few different roles, always within
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our sailings team, supporting our customers and colleagues in one
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way or another.
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Brilliant.
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So I come across lots of different titles. When I'm
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sort of talking to people in the vulnerability space, I'll
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be honest and say, I haven't come across your title before.
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So you're unique, which is brilliant. So can you share
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a little bit more about what that looks like in
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practice and potentially what what vulnerability looks like within the society.
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Yeah, So, in practice, my role is generally reviewing a
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lot of our customer journeys and our processors and then
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optimizing them where we can. So I'm always looking for
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customer feedback, whether that's from colleagues as well or from
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customers directly, and essentially we're trying to optimize the customer
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journey where possible. Obviously, having the vulnerability experience as well,
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it does mean that I can kind of view that
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journey from a different perspective as well, So we're always
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making sure that we're thinking of our potential vulnerable customers
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as well.
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So on the back of that, if we have got.
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A potential customer, a vulnerable customer, what I will do
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after that kind of journey's happened is also review that
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retrospectively as well, so kind of more of an administrative
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side that making sure it looks as though we've dealt
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with that customer the way we should. We've recorded everything
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that we needed to, and we've made the relevant adaptations
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if we need to as well.
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So I'm kind of here to look after.
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Our vulnerable customers, make sure our colleagues are confident in
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supporting them as well.
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Brilliant, brilliant, and I know that you do fantastic work
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and you've always bringing fresh ideas and insights into our
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Q and A sessions, which which is brilliant.
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So that's great.
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As you know, this podcast is being relaunched because Helen
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bed for Training is ten years old this year, so
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we felt it was a great time to bring it
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back and we recognize that there's been so much change
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over the years, over the last ten years within the
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vulnerability space. So what have been what have you've seen
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and what have been your main vulnerability related priorities over
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the years within the organization.
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I think over the past year or probably a little
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bit longer, a big focus for me has just been
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kind of going back to basics, if you're like with vulnerability.
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We've had lots of different trading.
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Throughout the years, but I tried to, like I say,
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take us back to basics. So we're looking at it
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from a because I was quite keen that it wasn't
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just something that we visit once a year and then
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you know, it's ticked off, forgotten about, and then we
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think about it again next year. I was keen that
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we reintroduce some face to face training with all of
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our colleagues that deal with our customers face to face.
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So you know, we've been sure that's taken place in
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twenty twenty five as a refresher. We've also introduced additional
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Vulnerable Customer Champions. So whilst I am more than happy
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to be that person, it was quite important that we've
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got some more. So, you know, we've got four branches,
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so it's more than ideal to have a couple more
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of those champions across the areas. You know, it's a
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different perspective, it's somebody else to pick up the phone and.
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Help our court leagues. So we've done that as well,
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but that will continue.
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You know, we'll always look at training that we need
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to attend so we've got that additional knowledge to support
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our colleagues.
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So for example, we've.
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Done some care training across our branch colleagues and some
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of our mortgage team as well that will deal with
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customers over the phone. So it's just those kind of
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niche bits of training that we've identified will just help us,
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you know, to identify certain customers and support them where
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I needed And that actually gave us a care a
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Friendly Organization accreditation as well, so that was a good
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ender the year last year.
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That's brilliant, amazing, and actually caring and looking out for
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carers is often not a priority for firms. They don't
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really see that as potentially being a vulnerability. But obviously
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I've got my son Daniel, who you know, has got
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learning disabilities and just you know, the things that I've
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had to deal with with with advocating for him over
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the years has really sort of highlighted that your firms
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aren't set up for talking to a third person or
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recognizing that that individual might need somebody else to advocate
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on their behalf. So it's great to hear that. I mean,
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can you give any sort of top tips for the
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listeners today of what they can do perhaps in that space,
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because because it is needs to be focused on.
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Yeah, definitely.
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I think the training that we had so that was
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with Nottingham Cares Association. So really the training covert how
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to look out for, you know, somebody with care and
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responsibilities and or somebody being cared for because obviously in
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the building society and we'll see it from both sides,
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and ultimately just being there and showing a bit of empathy.
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I think understanding what they might be going through was
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a big learning curve for all of us. If you've
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not if you've not got that background, then it is
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something that you probably won't have thought of that in
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depth before. But the key thing for us was just
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knowing where to go to signpost. You know, we're not
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the experts, that's not what we're looking for. We just
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want to be able to know how to support somebody
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when that happens, and then where we can kind of
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signpost them too. So we've got lots of kind of
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handouts and bits of information that we can refer back
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to that are all local to Tours and Nottingham Share.
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So we've got that in our back pocket when we
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need it.
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That's brilliant, brilliant. So would you encourage other firms to
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perhaps look at going down that space and deliver and
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delivering that training.
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Absolutely?
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Yeah, I think there's absolutely nothing to do as and
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like I say, it can be quite eye open and
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if it's not something that you've been exposed to before.
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Yeah, absolutely.
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And do you think it also brought in conversations within
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the team members themselves, because obviously we look at vulnerable customers,
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but obviously we've got team members that even might be
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experiencing some of the situations that our customers are as well.
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Did that raise any conversations in the teams of their
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sort of outside of work responsibilities.
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Yeah, definitely, And I think it it was quite a motive,
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to be honest, sort of the bits that we touched on.
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So yeah, definitely kind of raised awareness, if not for
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the you know, our customers, but for our colleagues as
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well and knowing what some of us are going through. Yeah.
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Absolutely, Yeah.
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I mean I've got to the age where I've got
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sort of you know, parents that are probably likely to
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be needing care in sort of the next few years,
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and that's always at the back of my mind. So recognizing, yeah,
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team members that have those extra responsibilities and be helpful. Yeah.
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So you mentioned there about the branches, and I know
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I've been up and I've seen your branches in action
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which has been brilliant, and I really know that they're
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deep rooted in the communities. So what does what does
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having that high street presence mean for Mansfielding and being
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sort of in the center of people's communities.
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Yeah, So being part of our local community is really
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important to us. As you've probably seen when you've been
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visited us, you've seen that it's a huge part of
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our culture to be able to offer that and to
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really connect and get to know our customers and the
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local community. I mean, for example, we have our community
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Support scheme that we offer to local groups and charities
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so they can reach out towards and ask for more
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donations for certain projects. So for example, there's a local
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college tools we've been able to donate over forty pounds
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to them for certain projects and then it works both ways.
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Then they've huddles in to then go and see what
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they've done, offer team building activities and things like that
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for us. So, yeah, it's important for us to show
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that we care about our customers and local organizations as well.
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Yeah, so important. That's that's incredible to hear how much
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you've donated. It's powerful, isn't it.
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Yeah, desolutely, We're really proud of.
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Yeah.
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And obviously in the world that's increasingly becoming more digital
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and AI focused, do you think we are at risk
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of losing that human touch? You know, more and more
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shops branches that closing on the high street. What do
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you think the risk of that losing that human touch is?
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Yeah, I think it's probably a topic we could go
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on about for a long time. Just like, Okay, we
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all know that we're going increase in the digital and
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it can be quite frightening, you know, it's being online.
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Isn't for everybody.
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I think if we were to again lose that connection
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that we've got with our customers, it could be quite
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frightening as well as you know, just being that friendly
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community that.
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We are for our customers.
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But obviously there is the whole fraud aspect to it
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as well. I think if we weren't there in person
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or you know, over the phone speaking to us. If
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we weren't there is that connection with the customer, it
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probably could be quite frightening.
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What could happen.
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So, yeah, whilst we are keen that we're investing in
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new technology, we want people to have the choice.
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You know, if they want to deal with us online,
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then they can. That's brilliant.
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But we you know, we've got no intention of leaving
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the hats for you because we know how important that is.
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Yeah, so important.
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And even when I was delivering training with your teams,
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you know they were sharing those those stories of where
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you know, they're often the first people to pick up
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that there might be something going on for that customer
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because they the customer comes in weekly, they come in regularly,
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they get to know them. Then they can just check
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in with college and I haven't seen mister so and
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so or mister so and so this week? You know,
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have you seen them? Are they okay? And I know
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that the team members have shared them that they've either
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picked up the phone and contact them or even just
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actually just dropped around just to st of see how
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are you doing? Is everything okay? So yeah, we just
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don't get that anywhere else do we.
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Again, that is something that makes me really proud to
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be a part of Monster because we do that just
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because we can know nobody's telling us to go and
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because we just you know, they're not made a transaction.
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It's you know, it's our colleagues in the branches that,
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like you say, and such as been in. Let's give
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them a took call just because they want to do that.
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Yes, yeah, but they get to know their habits, don't they,
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And they get to know yeah, sort of they come in,
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I know, sort of when my Gramm's alive, you know,
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she would go and collect her pension on a certain
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day and that would be her, yeah, her sort of
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day out and lunch and coffee and things. So it
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does become a big, a big thing for them in
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their lives where potentially they are incredibly lonely and isolated
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at home. It's important that we do create those safe
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environments for them to come out and just interact and
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have that human interaction.
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Yeah. Absolutely, Yeah.
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So you know, as as the customers are disclosing more
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and more difficult things are around things that they're experiencing
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in their lives, that does then expose team members to
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some of those really sort of difficult, distressing, harrowing conversations.
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What are you doing with regards supporting team members in
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building their resilience and making sure that they're equipped to
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navigate those cause of conversations.
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Yeah, I think there's lots of things that we offer
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really as a society. I mean, the main thing really
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is we do offer We've got well Being Champions, So
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we've got so many colleagues across the society that are
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also our well Being Champions, So they kind of do
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a lot continuously throughout the year to kind of make
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their presence known, just to make sure people know that
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there is support around. Like you say, we don't know
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what might come in through the door each day when
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you are customer facing. They can be all sorts of
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weird and wonderful things that customers might spring upon us.
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So it again is a big part of our culture
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that we make that kind of open door policy really
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clear from the get go. We offer various things throughout
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the year. As I mentioned our Wellbeing Champions. Last year,
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for example, we did a couple of well being walks.
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Throughout the year.
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So it's just that chance to kind of get away
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from from your desk, from the office for half an hour,
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get some fresh air and talk to each other. So
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I think it is something we do naturally because we
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know we've got that support from which you know, comes
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from the up downwards, so that we can offer our colleagues.
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That's brilliant and it's sometimes it is just simple things
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like that. It doesn't have to be quite big elaborate
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cost of you know, sort of costly. Sometimes it is
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just a case so let's let's just yeah, take a break,
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step away, let's just catch up and forget about work
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and just chat about you know, dogs, holidays and whatever
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it might be. So that was great. So did you
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have a good take up on those walks and people?
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People enjoyed those.
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Yeah, it was nice whenever the weather was nice enough
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good enough to rearrange a couple so we kind of
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base them from our head office and then those out
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in the branches, we kind of rage those on the
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separate times, you know, during the hours they were short
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for customers, so they went out and kind of chatted
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to each other as well. But I think they, like
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I say, we kind of have that connection naturally. And
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I think if something was happening, particularly in the branches.
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They're kind of a close enough bunch that they'll they'll
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pick up on that and you know, support the colleagues
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whether they are a well being champion or not.
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Yeah. Absolutely, Yeah, So we talked about them picking up
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in customers some of those those nuanced behaviors and indicators.
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But yeah, absolutely if they get used to it and
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regularly see their colleagues and they're going to be able
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to be the best place to pick up something with
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their colleagues.
303
00:15:43.200 --> 00:15:43.759
Absolutely.
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Yeah.
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00:15:45.799 --> 00:15:47.720
So, I mean there's some great tips there that you've
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you've given given the listeners, because sometimes it is it's
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not all about just the fruit and the mental health
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essay to Sometimes it's adding extra layers to it and
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just yeah, providing that that safe space and even yet
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just a break, a step away from your desk to
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just catch your breath connect with people can be incredibly helpful.
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Yeah, it's important, isn't it totally important?
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Yeah? Very very much.
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So what are you currently working on?
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Then?
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00:16:15.720 --> 00:16:17.320
So, I know we've talked about sort of what's happened
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over the years, you know, twenty twenty six, What are
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you working on currently? What's the focus moving forward?
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So I've got a few different ideas floating around. I
320
00:16:29.559 --> 00:16:34.279
would say I've had to narrow them down, I think
321
00:16:34.440 --> 00:16:37.039
because as I mentioned last year, I tried to kind
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of take our vulnerability piece back to basics and like
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I say, make sure it's a regular visit. That's what
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I want to carry on doing throughout this year next year.
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So whether that's finding there was niche kind of training
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topics that we can roll out for our colleagues, but
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essentially my goal is just to try and make sure
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everybody feels confident in dealing with a vulnerable customer whilst
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I'm here to support them. You know, if that customer
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can felt it can feel like they've got the support
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they need upon their first visit, and then that's a
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massive bonus for us. So that's one thing that I'm
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keen to just keep in the in the background, make
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sure that it's reoccurring in everybody's mind. And then there's
335
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a couple of kind of journeys I want to look
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at in a bit more detail as well, such as
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our power of attorney and then our bereavement journey. It's
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just something that I thinks has cropped up that I
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00:17:36.240 --> 00:17:39.079
think there's some improvements that we can make for our
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for our customer journey. So that's something that I'm quite
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keen to get stuck into for you know, the first
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half of the year. And then I think following that,
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as we've mentioned kind of a digital world, I'm keen
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to kind of explore how that works, how we can
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still support our customers online. I'm sure there's lots of
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things that we can be learning about. So that's something
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we're quite excited to look at as well. I kind
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00:18:06.079 --> 00:18:08.680
of make sure we're educating our customers along the way
349
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as well. It's not just us to look at for them,
350
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but how they can look after themselves as well. So
351
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whether that's you know, coffee mornings in our branches and
352
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we've got you know, local fraud team in there, or
353
00:18:22.480 --> 00:18:23.480
whatever the case may be.
354
00:18:24.759 --> 00:18:27.240
Last year, we had a couple of coffee mornings.
355
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With our we called it and meet the Beat, So
356
00:18:28.559 --> 00:18:32.279
we had a local police officer come in and just
357
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kind of be there as a bit of presence, and
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00:18:35.680 --> 00:18:37.920
customers would would pop around, have a drink with us,
359
00:18:37.920 --> 00:18:40.759
and just kind of raise any kind of concerns and
360
00:18:40.799 --> 00:18:43.319
we had lots of handouts and things for them. So
361
00:18:44.200 --> 00:18:47.839
we're key to continue that into next year as well.
362
00:18:49.000 --> 00:18:49.240
Yeah.
363
00:18:49.359 --> 00:18:49.880
I love that.
364
00:18:50.000 --> 00:18:50.799
Yeah, I love that idea.
365
00:18:51.240 --> 00:18:53.440
Yeah, because you've got the you've got the environment where
366
00:18:53.519 --> 00:18:56.359
where people can come in and yeah, that's great, isn't it.
367
00:18:57.160 --> 00:18:59.720
They feel safe and comfortable coming into branch.
368
00:18:59.799 --> 00:19:00.640
It's a great.
369
00:19:00.400 --> 00:19:03.799
Way exactly what I'm to know that it is a
370
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safe space, like.
371
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You say, that they can come in and share their
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concerns with us.
373
00:19:08.680 --> 00:19:08.960
Yeah.
374
00:19:09.000 --> 00:19:12.640
Absolutely, So some meeting topics. Meeting topics that you've got
375
00:19:13.039 --> 00:19:15.200
this year, I mean, yeah, bereavement and power of attorney.
376
00:19:15.200 --> 00:19:18.480
I think I think it's been a focus for the
377
00:19:18.559 --> 00:19:23.200
FCA definitely was last year. I know that some firms
378
00:19:23.240 --> 00:19:27.599
have been definitely looking at their processes around bereavement and again,
379
00:19:27.680 --> 00:19:31.559
power of attorney. That's typically where we see a lot
380
00:19:31.599 --> 00:19:35.839
of the harm for customers and even for colleagues as well. Actually,
381
00:19:35.920 --> 00:19:38.440
you know, if they're experiencing bereavement, then they're exposed to
382
00:19:38.440 --> 00:19:42.079
those conversations as well. So I think, yeah, just revisiting
383
00:19:42.119 --> 00:19:45.440
your journey is going to be incredibly helpful and just yeah,
384
00:19:45.559 --> 00:19:47.599
just understanding what people are experiencing.
385
00:19:48.359 --> 00:19:51.920
Yeah, it's one of those times where you know that
386
00:19:52.160 --> 00:19:53.880
you know, if that customer could be going through the
387
00:19:54.319 --> 00:19:57.480
worst time possible, so we need to just make sure
388
00:19:57.519 --> 00:20:00.559
that we're doing everything we can to make that as possible.
389
00:20:01.079 --> 00:20:02.640
Yeah, absolutely absolutely.
390
00:20:02.759 --> 00:20:06.720
And then the AI the digital space, I think that's
391
00:20:06.720 --> 00:20:09.400
probably going to be something you'll look at continually because
392
00:20:09.720 --> 00:20:13.960
the speed at which it's technology is advancing, it's it's incredible,
393
00:20:14.000 --> 00:20:14.279
isn't it.
394
00:20:14.319 --> 00:20:17.720
And it's definitely going to be a continuous journey.
395
00:20:18.079 --> 00:20:21.920
Yeah. Absolutely, So some really meaty topics and brilliant So
396
00:20:21.960 --> 00:20:23.759
you'll have to keep us posted on on how that
397
00:20:23.799 --> 00:20:26.319
all goes and bring your thoughts to our Q and
398
00:20:26.359 --> 00:20:31.799
A sessions that'd be brilliant. So, so you've shared a
399
00:20:31.880 --> 00:20:34.519
huge amount of of what you've been working on. What
400
00:20:34.519 --> 00:20:37.440
what is what has been a moment or outcome that's
401
00:20:37.480 --> 00:20:41.279
really stayed with you personally from all that that's gone on,
402
00:20:41.759 --> 00:20:44.279
What's what's really impacted you the most.
403
00:20:45.960 --> 00:20:48.440
There's probably tons of things I could share that I've
404
00:20:48.480 --> 00:20:51.480
been you know, really touching or lovely moments that we've
405
00:20:52.000 --> 00:20:56.000
shared with customers. I think one thing that will always
406
00:20:56.079 --> 00:21:01.880
stand out for me was during COVID. Obviously life changed
407
00:21:01.920 --> 00:21:04.799
with so many people. There was a lot of unknown,
408
00:21:04.839 --> 00:21:08.839
a lot of uncertainty and for me, so my role
409
00:21:09.000 --> 00:21:11.920
kind of changed slightly during during that time, I worked
410
00:21:11.920 --> 00:21:14.480
from home for part of it, so it meant I
411
00:21:14.519 --> 00:21:17.559
couldn't do my kind of normal role as as I
412
00:21:17.680 --> 00:21:22.640
usually would. So what I did is I started making
413
00:21:22.640 --> 00:21:25.880
out bound calls to vulnerable customers, so you know, the
414
00:21:26.319 --> 00:21:29.920
kind of register vulnerable customers that we have. I made
415
00:21:30.000 --> 00:21:33.440
calls out to them and it started obviously kind of
416
00:21:33.440 --> 00:21:35.720
making sure they were, you know, they were okay, they
417
00:21:35.720 --> 00:21:36.519
were getting.
418
00:21:36.279 --> 00:21:37.599
Some of the support they needed.
419
00:21:38.119 --> 00:21:40.319
Is there somebody still doing their shopping for them if
420
00:21:40.400 --> 00:21:43.440
if that was the case, But kind of by the
421
00:21:43.519 --> 00:21:45.039
end of it, it was more of a you know,
422
00:21:45.319 --> 00:21:48.359
it wasn't really mant s Field building society related at all.
423
00:21:48.400 --> 00:21:50.759
It was just I'm here if you want to talk.
424
00:21:51.920 --> 00:21:54.960
You know, there was a lot of our elderly customers
425
00:21:54.960 --> 00:21:58.799
that everybody was isolated, wasn't there, so they weren't seeing
426
00:21:58.799 --> 00:22:02.319
their friends and families they were normally. So by the
427
00:22:02.359 --> 00:22:04.079
end of it, I had like a little list of
428
00:22:04.119 --> 00:22:07.440
customers I would call each week, and like I say,
429
00:22:07.599 --> 00:22:10.599
it was just to chat and you could tell it
430
00:22:10.599 --> 00:22:12.119
it made such a difference to them.
431
00:22:12.160 --> 00:22:15.039
So I think that's something that will always stay with me.
432
00:22:15.720 --> 00:22:17.240
That's amazing, that's incredible.
433
00:22:17.559 --> 00:22:19.839
Yeah, and just yeah, when people need that human connection,
434
00:22:19.960 --> 00:22:23.240
that's yeah. It always comes back to human connection.
435
00:22:22.960 --> 00:22:23.400
Doesn't it.
436
00:22:24.039 --> 00:22:26.319
And then we talk about vulnerable customers or even customers
437
00:22:26.359 --> 00:22:28.279
in general, it is human connection.
438
00:22:29.519 --> 00:22:31.519
You know, we were seeing them as often as we
439
00:22:31.559 --> 00:22:34.799
would usually we have to kind of restrict our transactions
440
00:22:34.839 --> 00:22:38.200
to those that were essential. So we knew those customers
441
00:22:38.279 --> 00:22:42.000
that really were popping in just to say hello, that
442
00:22:42.160 --> 00:22:43.319
they weren't able to do that.
443
00:22:43.400 --> 00:22:45.440
So yeah, we needed to make sure that they were
444
00:22:45.799 --> 00:22:46.839
they were Okay.
445
00:22:47.319 --> 00:22:49.799
Oh that's fantastic. I love that story.
446
00:22:50.039 --> 00:22:52.640
You've never shared that before, so yeah, that's that's that's
447
00:22:52.759 --> 00:22:53.480
y has moved me.
448
00:22:54.319 --> 00:22:55.960
That's brilliant. Oh fantastic.
449
00:22:56.519 --> 00:23:00.559
So we've covered a lot then today and then there's
450
00:23:00.559 --> 00:23:02.640
a lot that our listeners can can take away from
451
00:23:02.680 --> 00:23:05.279
from everything that you've shared. So are there any final
452
00:23:05.359 --> 00:23:08.200
thoughts that you want to share with the listeners today,
453
00:23:08.200 --> 00:23:11.440
any thoughts that you want them to take away from
454
00:23:11.480 --> 00:23:14.319
what you've discovered over the years with vulnerability.
455
00:23:15.519 --> 00:23:15.720
Yeah.
456
00:23:15.759 --> 00:23:19.160
I think for me what stood out is that vulnerability
457
00:23:19.200 --> 00:23:23.039
will continue. I think at one time we might have
458
00:23:23.079 --> 00:23:25.039
perhaps thought, okay, this is it. You know, we've done
459
00:23:25.039 --> 00:23:28.359
our training and that's what we'll do. But things adapt
460
00:23:28.519 --> 00:23:31.599
far too quickly, and you know, there's lots of cases
461
00:23:31.680 --> 00:23:35.960
that are unique. So I think it's just important that
462
00:23:36.079 --> 00:23:39.440
we remember that vulnerability will continue and we're probably just
463
00:23:39.519 --> 00:23:43.480
at the start of our journey. As we've we've mentioned
464
00:23:43.519 --> 00:23:46.119
again the whole digital journey. We know that's going to
465
00:23:46.240 --> 00:23:50.480
potentially be an area of concern. So I just think
466
00:23:50.519 --> 00:23:54.200
it's important, you know, for for all organizations to get
467
00:23:54.240 --> 00:23:57.759
on the front foot to educate our colleagues, our customers,
468
00:23:58.720 --> 00:24:01.160
to make them, make them aware that we are here
469
00:24:01.240 --> 00:24:03.559
to support them and work with them to get the
470
00:24:03.599 --> 00:24:04.519
outcome that they need.
471
00:24:05.680 --> 00:24:09.160
Brilliant, so fantastic thoughts to share, and you're absolutely right.
472
00:24:09.279 --> 00:24:11.119
It's we're never going to be at the end of
473
00:24:11.119 --> 00:24:13.400
this journey, are we. It's just going to keep evolving.
474
00:24:13.480 --> 00:24:16.079
You know, there's there's no end. It's it's just keep
475
00:24:16.200 --> 00:24:21.119
keep learning, keep keep educating, keep keeping mindful, keep listening
476
00:24:21.599 --> 00:24:24.440
to what people are experiencing that.
477
00:24:24.400 --> 00:24:26.799
You need help with them to you know, to shout
478
00:24:26.880 --> 00:24:30.359
about that and you gain the confidence that you need.
479
00:24:30.160 --> 00:24:32.960
To support your Yeah.
480
00:24:33.000 --> 00:24:36.519
Absolutely, oh well, thank you so much. Brady for being
481
00:24:36.519 --> 00:24:38.720
my guest today and just sharing everything that you've shared.
482
00:24:38.720 --> 00:24:41.480
It sounds like this there's been some amazing progress and
483
00:24:41.480 --> 00:24:43.279
I'm looking forward to seeing what comes.
484
00:24:43.079 --> 00:24:43.640
Next for you.
485
00:24:44.400 --> 00:24:45.880
Thank you, Thanks very much for having me.
486
00:24:46.319 --> 00:24:47.400
Oh, you're very welcome.
487
00:24:47.720 --> 00:24:50.880
Thank you for joining us for this episode of Unlocking Vulnerability.
488
00:24:51.559 --> 00:24:55.279
If today's conversation has resonated with you, please feel free
489
00:24:55.279 --> 00:24:57.400
to share it with others who may find it useful.
490
00:24:58.000 --> 00:25:00.920
You'll find more episodes like this by search and Unlocking
491
00:25:01.000 --> 00:25:05.440
Vulnerability wherever you listen to podcasts. If this episode has
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00:25:05.519 --> 00:25:09.079
left you with questions about any aspect of consumer vulnerability,
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I regularly host free Q and A sessions on Zoom,
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where you're welcome to join the conversation. You can find
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out more at HELENPETTERFO dot com. Thank you for listening,
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and please take care