1 00:00:00,840 --> 00:00:05,360 Speaker 1: Hi everyone, I'm Katie Current. I hope you're all enjoying 2 00:00:05,360 --> 00:00:08,360 Speaker 1: Back to Biz with Katie and Bows, the special series 3 00:00:08,400 --> 00:00:11,559 Speaker 1: I'm doing with my friend and co host Bozma st. John. 4 00:00:12,160 --> 00:00:15,240 Speaker 1: We're about halfway done with the series. The next episode 5 00:00:15,320 --> 00:00:18,800 Speaker 1: is coming out July. And in the meantime, I wanted 6 00:00:18,840 --> 00:00:22,079 Speaker 1: to share an interview I did back in February what 7 00:00:22,320 --> 00:00:27,040 Speaker 1: seems like a lifetime and another world ago. It was 8 00:00:27,080 --> 00:00:30,120 Speaker 1: an interview we did for our Next Question Live series, 9 00:00:30,200 --> 00:00:36,800 Speaker 1: So in front of an audience in our offices in Manhattan, Hi, 10 00:00:38,400 --> 00:00:42,600 Speaker 1: how are you? Hi? Everyone? As I said, another world ago. 11 00:00:43,240 --> 00:00:45,640 Speaker 1: But just to set the scene for you, it was 12 00:00:45,760 --> 00:00:49,159 Speaker 1: the Monday after the Super Bowl and we had Jeff Jones, 13 00:00:49,240 --> 00:00:53,800 Speaker 1: the CEO of H and R block in from Kansas City. Everyone, 14 00:00:53,920 --> 00:00:56,600 Speaker 1: and welcome to Next Question Live. It's great to have 15 00:00:56,720 --> 00:01:00,800 Speaker 1: everyone here. You know, it had been fifty three years 16 00:01:00,840 --> 00:01:03,360 Speaker 1: since the Kansas City Chiefs went to the Super Bowl. 17 00:01:03,560 --> 00:01:06,560 Speaker 1: Back then they were crushed by the Green Babys. I'm 18 00:01:06,600 --> 00:01:10,160 Speaker 1: sorry to remind you, so last night's victory was especially 19 00:01:10,160 --> 00:01:13,560 Speaker 1: sweet for Chiefs fans, including the one sitting here with 20 00:01:13,600 --> 00:01:16,319 Speaker 1: me right now. Jeff Jones is the CEO of h 21 00:01:16,360 --> 00:01:20,560 Speaker 1: and R Block. The company's headquartered in Kansas City, and 22 00:01:20,640 --> 00:01:23,959 Speaker 1: you can imagine there's still quite a few people celebrating 23 00:01:24,440 --> 00:01:27,319 Speaker 1: the victory at the Super Bowl. Jeff, welcome, Thank you, 24 00:01:27,400 --> 00:01:29,800 Speaker 1: Thank you so much for coming in very late night 25 00:01:29,880 --> 00:01:32,920 Speaker 1: last night. I was gonna say tell us about it. 26 00:01:32,959 --> 00:01:35,160 Speaker 1: We have such a nice conversation, but we had to 27 00:01:35,160 --> 00:01:38,560 Speaker 1: hold the release for obvious reasons. But now here we are, 28 00:01:39,120 --> 00:01:42,600 Speaker 1: it's July, and we're nearing the new and extended tax 29 00:01:42,720 --> 00:01:47,319 Speaker 1: deadline of July. So I was reminded of my chat 30 00:01:47,360 --> 00:01:50,160 Speaker 1: with Jeff. You know, he's such a fascinating guy with 31 00:01:50,200 --> 00:01:54,320 Speaker 1: this really atypical background for CEO, and we talked about 32 00:01:54,360 --> 00:01:57,520 Speaker 1: the road that led to this job, how he's changing 33 00:01:57,520 --> 00:02:01,840 Speaker 1: workplace culture, and he also offered really thoughtful career advice. 34 00:02:01,960 --> 00:02:05,720 Speaker 1: So I wanted to share this conversation with you today, 35 00:02:05,760 --> 00:02:11,239 Speaker 1: I mean, if not now, when, so I hope you enjoy. 36 00:02:11,880 --> 00:02:14,280 Speaker 1: We should talk about your love with sports, because you 37 00:02:14,320 --> 00:02:18,480 Speaker 1: played baseball as a kid growing up in Parkersburg, West Virginia, 38 00:02:19,120 --> 00:02:22,080 Speaker 1: and um I was asking you earlier, we were chatting 39 00:02:22,120 --> 00:02:25,240 Speaker 1: if that was your ticket out, But it wasn't so 40 00:02:25,360 --> 00:02:29,560 Speaker 1: much baseball. It was actually military school. It was military school, 41 00:02:29,600 --> 00:02:31,800 Speaker 1: that's right. So I was. You know, I'm from a 42 00:02:31,840 --> 00:02:35,080 Speaker 1: really small town. I was a way better than average 43 00:02:35,080 --> 00:02:38,120 Speaker 1: baseball player, but I was a terrible student. And I 44 00:02:38,160 --> 00:02:40,320 Speaker 1: had a high school coach that said to me, so 45 00:02:40,360 --> 00:02:43,000 Speaker 1: imagine in today's world as a high school senior. I 46 00:02:43,160 --> 00:02:46,720 Speaker 1: never taken a standardized test. I had no family that 47 00:02:46,720 --> 00:02:50,120 Speaker 1: had ever gone to college. We didn't have a college counselor. 48 00:02:50,800 --> 00:02:53,080 Speaker 1: But I had a coach say to me, Hey, Jones, 49 00:02:53,120 --> 00:02:55,560 Speaker 1: were you going to go to school next year? And 50 00:02:55,600 --> 00:02:58,519 Speaker 1: I said, I have no idea. And this coach named 51 00:02:58,600 --> 00:03:01,520 Speaker 1: Chris Wegman said to me, you should go to Fork 52 00:03:01,600 --> 00:03:05,760 Speaker 1: Union Military Academy. I didn't know what that was, and 53 00:03:05,840 --> 00:03:09,079 Speaker 1: obviously there was no mobile phones or internet. And so 54 00:03:09,480 --> 00:03:12,040 Speaker 1: my mom called and we got a packet in the mail, 55 00:03:12,760 --> 00:03:14,560 Speaker 1: and I ended up going. I won't borry with the 56 00:03:14,600 --> 00:03:19,120 Speaker 1: whole story, but it changed my life. That was one year. 57 00:03:19,200 --> 00:03:21,520 Speaker 1: So this was after you graduated from college. I went 58 00:03:21,560 --> 00:03:26,040 Speaker 1: as a PG after high school before I went to college, 59 00:03:25,480 --> 00:03:29,119 Speaker 1: A sorry, a post graduate of high school. In athletes, 60 00:03:29,160 --> 00:03:32,560 Speaker 1: there's a common PG year that you do after high school, 61 00:03:32,919 --> 00:03:35,520 Speaker 1: and a lot of colleges will send kids there instead 62 00:03:35,560 --> 00:03:39,240 Speaker 1: of red shirting him. So at Fork Union Military Academy 63 00:03:39,440 --> 00:03:42,680 Speaker 1: in Southern Virginia and Southern virgin Union, Virginia kind of 64 00:03:42,760 --> 00:03:45,840 Speaker 1: right between Charlottesville and Richmond, and that's where you were. 65 00:03:45,880 --> 00:03:47,800 Speaker 1: And I'm from Virginia and I went to u v A, 66 00:03:47,920 --> 00:03:49,839 Speaker 1: so I know that area. But that's where you really 67 00:03:49,880 --> 00:03:53,360 Speaker 1: got your act together. And so when you graduated from 68 00:03:53,440 --> 00:03:59,240 Speaker 1: high school, you were kind of unimpressive. I was extremely unimpressive. 69 00:03:59,320 --> 00:04:01,080 Speaker 1: I'm not sure I'm in pressive now, but I was 70 00:04:01,160 --> 00:04:05,200 Speaker 1: definitely not impressive. Impressive now, but I'm just saying, you know, 71 00:04:05,280 --> 00:04:07,560 Speaker 1: you didn't have great grades, as you said, So you 72 00:04:07,560 --> 00:04:10,280 Speaker 1: went to military school, you did well, and then you 73 00:04:10,360 --> 00:04:12,840 Speaker 1: ended up at the University of Dayton that's into school. 74 00:04:12,960 --> 00:04:15,400 Speaker 1: And I learned in that process that I wasn't good 75 00:04:15,480 --> 00:04:18,480 Speaker 1: enough to play baseball professionally. I was a catcher, and 76 00:04:18,520 --> 00:04:20,640 Speaker 1: you'd go to all these pro tryout camps and I 77 00:04:20,839 --> 00:04:24,120 Speaker 1: had an average arm. I was a really good batter, 78 00:04:24,240 --> 00:04:27,279 Speaker 1: and I was slow, and they just said, we can't 79 00:04:27,279 --> 00:04:29,719 Speaker 1: make you faster. You can't play at the next level 80 00:04:30,040 --> 00:04:32,400 Speaker 1: if you're slow. And so I just gave up baseball 81 00:04:32,400 --> 00:04:34,880 Speaker 1: and started studying more. And you you obviously have a 82 00:04:34,880 --> 00:04:37,000 Speaker 1: lot of hustle. Was there a moment where things just 83 00:04:37,040 --> 00:04:40,000 Speaker 1: suddenly clicked? What happened? You know, there's no question that 84 00:04:40,040 --> 00:04:43,960 Speaker 1: I think the hustle of my parents is where it starts. 85 00:04:44,000 --> 00:04:48,360 Speaker 1: My parents are entrepreneurs, small mom and pop entrepreneurs and 86 00:04:48,440 --> 00:04:50,960 Speaker 1: a lot of ups and downs. But I think you 87 00:04:51,080 --> 00:04:55,320 Speaker 1: learned resilience from that fork. Union was a chance, and 88 00:04:55,360 --> 00:04:57,240 Speaker 1: I knew when I went there that I just didn't 89 00:04:57,279 --> 00:04:59,800 Speaker 1: want to blow that chance, and so I made the 90 00:04:59,839 --> 00:05:03,520 Speaker 1: mo most of it. That launched into going to university. 91 00:05:03,600 --> 00:05:06,400 Speaker 1: And in university, I learned that I was obsessed with 92 00:05:06,440 --> 00:05:10,000 Speaker 1: how consumers behave, why they do what they do. What 93 00:05:10,080 --> 00:05:13,000 Speaker 1: did you major in? I majored in communications and marketing 94 00:05:13,600 --> 00:05:16,520 Speaker 1: And my dream job was to work at LEO Burnett 95 00:05:16,520 --> 00:05:18,880 Speaker 1: in Chicago. And you got your drinks and I got 96 00:05:18,920 --> 00:05:24,240 Speaker 1: my dream job. But I got rejected four times. I 97 00:05:24,279 --> 00:05:27,720 Speaker 1: was considered what they call off the street. I wasn't 98 00:05:27,760 --> 00:05:30,040 Speaker 1: at a school they recruited at, I didn't have an 99 00:05:30,120 --> 00:05:33,160 Speaker 1: m b A. I moved to Chicago without a job, 100 00:05:34,240 --> 00:05:37,520 Speaker 1: and um, I got hired and that's what started my career. 101 00:05:37,720 --> 00:05:40,000 Speaker 1: So how did you finally convince them? Because you said 102 00:05:40,040 --> 00:05:44,560 Speaker 1: you were rejected four times, so what what was the 103 00:05:44,640 --> 00:05:47,080 Speaker 1: fifth time? Must have been a charm. So what happened, 104 00:05:47,279 --> 00:05:50,640 Speaker 1: you'll never forget it. I finally got that famous informational 105 00:05:50,680 --> 00:05:53,960 Speaker 1: interview which everyone says, it's a real interview, don't blow 106 00:05:53,960 --> 00:05:57,000 Speaker 1: it right. So I go in and a guy named 107 00:05:57,000 --> 00:06:00,760 Speaker 1: Bill Haljan interviewed me and he said, tell me about 108 00:06:00,760 --> 00:06:04,880 Speaker 1: the last time somebody said to you, that's a great idea. 109 00:06:05,279 --> 00:06:08,440 Speaker 1: First question, I don't remember what I said to him, 110 00:06:08,480 --> 00:06:10,560 Speaker 1: but I gave him an answer, and he said, give 111 00:06:10,560 --> 00:06:12,800 Speaker 1: me another one. And I gave him an answer, and 112 00:06:12,839 --> 00:06:14,680 Speaker 1: he said give me another one, and I gave him 113 00:06:14,720 --> 00:06:16,120 Speaker 1: an answer, and he said, give me an You don't 114 00:06:16,120 --> 00:06:19,279 Speaker 1: remember any of these was the next one, because the 115 00:06:19,320 --> 00:06:21,200 Speaker 1: next thing he said to me, we went through that 116 00:06:21,320 --> 00:06:24,240 Speaker 1: whole thing. And then he said, tell me about a 117 00:06:24,320 --> 00:06:28,479 Speaker 1: product that does not exist but should exist. And on 118 00:06:28,520 --> 00:06:31,720 Speaker 1: the spot, I said, fingernail clippers that catch your fingernails. 119 00:06:34,160 --> 00:06:37,799 Speaker 1: And I got hired, and that is how my career. 120 00:06:39,240 --> 00:06:41,080 Speaker 1: And then they moved me to Detroit and I worked 121 00:06:41,080 --> 00:06:43,840 Speaker 1: in the car business. But that that's how it all 122 00:06:43,880 --> 00:06:47,920 Speaker 1: got stored. So did you ever invent fingernails? Scissor fingernail 123 00:06:47,960 --> 00:06:50,960 Speaker 1: clippers that catch your fingernail. Psonally, I learned many years 124 00:06:51,080 --> 00:06:52,880 Speaker 1: later when I thought I would do it, that someone 125 00:06:52,920 --> 00:06:56,080 Speaker 1: else had already done it. But he was impressed. You 126 00:06:56,160 --> 00:06:58,360 Speaker 1: got the job. I got the job, and you were 127 00:06:58,400 --> 00:07:02,040 Speaker 1: off to the races. When we come back, Jeff Jones 128 00:07:02,040 --> 00:07:06,200 Speaker 1: on creating a more inclusive work environment, which is topic 129 00:07:06,279 --> 00:07:19,360 Speaker 1: A these days. You're listening to Next Question with Katie Curic, 130 00:07:19,640 --> 00:07:21,840 Speaker 1: and today I'm sharing an interview with H and R 131 00:07:21,920 --> 00:07:26,080 Speaker 1: Block CEO Jeff Jones. It was recorded live back in February, 132 00:07:26,280 --> 00:07:30,520 Speaker 1: before COVID completely changed our worlds. But listening back on 133 00:07:30,560 --> 00:07:34,080 Speaker 1: this conversation, it's interesting how much we covered that is 134 00:07:34,160 --> 00:07:38,000 Speaker 1: so relevant right now. So let's pick back up with 135 00:07:38,160 --> 00:07:43,200 Speaker 1: Jeff tell us a really quickly. Your resume started in 136 00:07:43,200 --> 00:07:48,040 Speaker 1: the agency business at Burnett over about ten years. Um 137 00:07:48,280 --> 00:07:51,000 Speaker 1: was actually part of a couple of entrepreneurial ventures that 138 00:07:51,000 --> 00:07:54,560 Speaker 1: were that were reasonably successful. And then you know, if 139 00:07:54,600 --> 00:07:56,600 Speaker 1: I just jumped closer to the end, I had an 140 00:07:56,600 --> 00:07:59,800 Speaker 1: amazing opportunity to be the chief marketing officer at Target. 141 00:08:00,680 --> 00:08:04,000 Speaker 1: Went to Target's a huge job, an amazing job, and 142 00:08:04,360 --> 00:08:06,679 Speaker 1: did very well there. Did you do all those cool 143 00:08:06,720 --> 00:08:10,360 Speaker 1: ads with the red and white. Well, the good news 144 00:08:10,440 --> 00:08:13,040 Speaker 1: is Target always does lots of cool ads, so it 145 00:08:13,040 --> 00:08:15,360 Speaker 1: probably depends on which one. I feel like. I feel 146 00:08:15,360 --> 00:08:17,760 Speaker 1: like they really changed, you know, when they started to 147 00:08:17,800 --> 00:08:20,680 Speaker 1: be a cooler place to shop and everyone's calling it 148 00:08:20,760 --> 00:08:24,200 Speaker 1: targe and their ads were Their ads just seemed to 149 00:08:24,240 --> 00:08:27,760 Speaker 1: be much more, um, I don't know, eye popping. If 150 00:08:27,760 --> 00:08:30,240 Speaker 1: you will, it's fun to watch. Were you a part 151 00:08:30,240 --> 00:08:32,520 Speaker 1: of that, Please say yes, because otherwise I'll be very no. 152 00:08:32,960 --> 00:08:34,880 Speaker 1: I think I was there at the beginning of them 153 00:08:34,880 --> 00:08:37,920 Speaker 1: getting their mojo back again. The company now is doing 154 00:08:38,320 --> 00:08:41,680 Speaker 1: tremendously well, which is great to see. I also was 155 00:08:41,720 --> 00:08:44,680 Speaker 1: there at the darkest days of Target, so I was 156 00:08:44,720 --> 00:08:48,720 Speaker 1: responsible for helping the company navigate out of its data breach. 157 00:08:49,840 --> 00:08:54,040 Speaker 1: I was there leading crisis communication in the era where 158 00:08:54,080 --> 00:08:58,400 Speaker 1: we decided to open up our restrooms to transgender, which 159 00:08:58,600 --> 00:09:02,200 Speaker 1: was incredibly controversial the company. So I was there kind 160 00:09:02,200 --> 00:09:06,240 Speaker 1: of ups and downs. I then got recruited to go 161 00:09:06,440 --> 00:09:11,319 Speaker 1: be the president of Uber and it was an incredible opportunity. 162 00:09:11,600 --> 00:09:14,120 Speaker 1: Very conflicted to leave what I was doing at Target, 163 00:09:15,000 --> 00:09:19,640 Speaker 1: i went, and after seven months I left over a 164 00:09:19,640 --> 00:09:22,640 Speaker 1: big ethical stand and so here I am at this 165 00:09:22,679 --> 00:09:25,680 Speaker 1: point in my career where I love what I'm doing. 166 00:09:25,679 --> 00:09:29,360 Speaker 1: I'm doing incredibly well at Target. I make this risky 167 00:09:29,440 --> 00:09:33,680 Speaker 1: leap and it doesn't work out. What exactly happened and 168 00:09:33,720 --> 00:09:36,440 Speaker 1: we don't have to dwell on this, But obviously you 169 00:09:36,480 --> 00:09:39,880 Speaker 1: went there, you were president for seven months. You knew 170 00:09:40,120 --> 00:09:43,840 Speaker 1: that the culture probably needed some fine tuning, to say 171 00:09:43,880 --> 00:09:48,160 Speaker 1: the least, So you went there and what happened. So 172 00:09:48,240 --> 00:09:51,880 Speaker 1: I was I was hired to help the company grow up. 173 00:09:53,000 --> 00:09:57,079 Speaker 1: And there's so many things about Uber that are and 174 00:09:57,120 --> 00:10:01,520 Speaker 1: we're incredibly positive, but it's probably have been well documented now, 175 00:10:01,920 --> 00:10:04,040 Speaker 1: you know. And I think the start of it is 176 00:10:04,080 --> 00:10:08,840 Speaker 1: what people call a grow at all cost culture, and 177 00:10:08,920 --> 00:10:12,240 Speaker 1: that's true. And so I was there when the company 178 00:10:12,360 --> 00:10:16,160 Speaker 1: was really struggling through. You know, what are the right 179 00:10:16,240 --> 00:10:18,959 Speaker 1: things to do in terms of culture and how women 180 00:10:19,000 --> 00:10:22,720 Speaker 1: are treated, and what growth means and all kinds of 181 00:10:22,760 --> 00:10:25,719 Speaker 1: things that have been well written about. At the end 182 00:10:25,720 --> 00:10:27,720 Speaker 1: of the day, you only have two things that matter, 183 00:10:28,240 --> 00:10:31,760 Speaker 1: your reputation and your relationships. And when I when I 184 00:10:31,840 --> 00:10:34,280 Speaker 1: realized that I wasn't able to make the change I 185 00:10:34,320 --> 00:10:36,400 Speaker 1: was brought there to make, I had to decide to leave. 186 00:10:36,760 --> 00:10:38,800 Speaker 1: And why weren't you did were you not given the 187 00:10:38,840 --> 00:10:43,880 Speaker 1: authority because clearly it was a company that was right 188 00:10:44,040 --> 00:10:47,600 Speaker 1: for change, that really needed somebody of your stature or 189 00:10:47,600 --> 00:10:50,200 Speaker 1: experience to come in and say this is how we 190 00:10:50,280 --> 00:10:53,439 Speaker 1: make things better. Uh, did you just run up against 191 00:10:53,480 --> 00:10:56,839 Speaker 1: people that that weren't going to allow you to do 192 00:10:56,880 --> 00:10:59,680 Speaker 1: what you felt needed to be done. I think generally 193 00:11:00,040 --> 00:11:04,199 Speaker 1: growth was the priority. And you know what's interesting now is, 194 00:11:04,240 --> 00:11:06,800 Speaker 1: in hindsight, I've been gone for three years, you know, 195 00:11:07,000 --> 00:11:10,120 Speaker 1: way longer than I was actually there. But I think 196 00:11:10,160 --> 00:11:13,040 Speaker 1: not only Uber has heard the message, but Silicon Valleys 197 00:11:13,040 --> 00:11:15,640 Speaker 1: heard of the message, and tech in general's heard the message. 198 00:11:15,960 --> 00:11:17,840 Speaker 1: So I was at the very beginning. I was going 199 00:11:17,920 --> 00:11:19,920 Speaker 1: to say, you were a little bit ahead of your 200 00:11:19,960 --> 00:11:24,199 Speaker 1: time in terms of understanding the importance of culture. And 201 00:11:24,240 --> 00:11:26,640 Speaker 1: I want to talk about that in a moment, But 202 00:11:26,800 --> 00:11:29,679 Speaker 1: first you were. You became CEO of H and R 203 00:11:29,760 --> 00:11:33,439 Speaker 1: Block in two thousand and seventeen, and I know that 204 00:11:33,559 --> 00:11:37,640 Speaker 1: during your first six months you traveled around visiting H 205 00:11:37,679 --> 00:11:41,040 Speaker 1: and R Block franchises to really understand the company, the 206 00:11:41,080 --> 00:11:45,040 Speaker 1: culture of the people. Why was that so important to you? Well, 207 00:11:45,120 --> 00:11:47,199 Speaker 1: that's where it happens in a large part. I mean, 208 00:11:47,200 --> 00:11:49,680 Speaker 1: I think you know, we are a company that is 209 00:11:49,840 --> 00:11:54,280 Speaker 1: rewriting its story. Very storied company, been around for a 210 00:11:54,320 --> 00:11:58,840 Speaker 1: long time, very well known, sixty five years, sixty five years, UM. 211 00:11:59,080 --> 00:12:01,840 Speaker 1: But as as I say to people, it's a crisis 212 00:12:01,840 --> 00:12:07,080 Speaker 1: of relevance. Very financially successful, and you know, I think 213 00:12:07,160 --> 00:12:11,280 Speaker 1: as a leader, you have to listen a lot. And 214 00:12:11,320 --> 00:12:13,920 Speaker 1: there's no better way to listen than to be with 215 00:12:14,080 --> 00:12:17,320 Speaker 1: people on the front line serving clients. And you know, 216 00:12:17,400 --> 00:12:20,640 Speaker 1: we have a huge footprint. So you have what ten thousand, 217 00:12:21,600 --> 00:12:24,880 Speaker 1: ten thousand UM franchises or what do you call them, 218 00:12:24,880 --> 00:12:28,760 Speaker 1: ten offices about a third of them or franchise owned. 219 00:12:29,280 --> 00:12:31,440 Speaker 1: And so I think my first six or seven months, 220 00:12:31,520 --> 00:12:34,840 Speaker 1: I went to fifty or sixty different cities, and you know, 221 00:12:34,880 --> 00:12:38,679 Speaker 1: we operate in every single congressional district in America, so 222 00:12:39,160 --> 00:12:42,319 Speaker 1: we're in really small communities a lot of places. And 223 00:12:42,840 --> 00:12:44,559 Speaker 1: you know, that's where I wanted to be. I didn't 224 00:12:44,559 --> 00:12:46,760 Speaker 1: want to just come to New York, in Chicago and Boston. 225 00:12:47,120 --> 00:12:49,640 Speaker 1: I wanted to go to the heartland of America and 226 00:12:49,760 --> 00:12:53,000 Speaker 1: really hear about this relationship that we have with people 227 00:12:53,640 --> 00:12:56,760 Speaker 1: because it's such a personal topic. Uh. And so it's 228 00:12:56,760 --> 00:13:00,920 Speaker 1: an incredible way to start. But if I rewind a second, 229 00:13:02,240 --> 00:13:04,240 Speaker 1: when I first got the call about going to H 230 00:13:04,240 --> 00:13:07,400 Speaker 1: and R Block, I literally said to the recruiter, I 231 00:13:07,440 --> 00:13:10,320 Speaker 1: have a really common name. Are you sure you've got 232 00:13:10,320 --> 00:13:15,319 Speaker 1: the right Jeff Jones? Because I'm not a financial services guy. 233 00:13:15,600 --> 00:13:19,600 Speaker 1: You know, I have no tax experience whatsoever. And I 234 00:13:19,679 --> 00:13:22,920 Speaker 1: literally thought they'd got the wrong person. And I fell 235 00:13:22,960 --> 00:13:25,720 Speaker 1: in love with the purpose of the company, and I 236 00:13:25,760 --> 00:13:28,880 Speaker 1: fell in love with the problem. And the problem again 237 00:13:29,000 --> 00:13:32,120 Speaker 1: is how do we transform this company to on today's terms. 238 00:13:32,200 --> 00:13:37,120 Speaker 1: So in terms of why you became less relevant, why 239 00:13:37,360 --> 00:13:41,520 Speaker 1: H and R block is fighting for relevance, what was it? 240 00:13:41,600 --> 00:13:45,920 Speaker 1: Was it basically technology, just as we've seen, you know, 241 00:13:46,120 --> 00:13:49,400 Speaker 1: Barnes and Noble and Amazon and all the all these 242 00:13:49,480 --> 00:13:53,800 Speaker 1: sort of conflicts between brick brick and mortar stores and 243 00:13:54,080 --> 00:13:58,120 Speaker 1: getting things online. Was that basically the nub of the problem. 244 00:13:58,280 --> 00:14:01,040 Speaker 1: I think there are three main problems. The first one was, 245 00:14:01,200 --> 00:14:05,480 Speaker 1: for a bunch of retail operating reasons, our quality wasn't 246 00:14:05,480 --> 00:14:08,160 Speaker 1: as good as it used to be. Related to that, 247 00:14:08,280 --> 00:14:11,240 Speaker 1: we had just been raising prices year over year over year, 248 00:14:11,840 --> 00:14:15,440 Speaker 1: really as an effort to grow revenue and deliver quarterly earnings. 249 00:14:16,360 --> 00:14:19,160 Speaker 1: And then the third thing was the services that we 250 00:14:19,160 --> 00:14:22,400 Speaker 1: were providing, and like so many legacy companies, we had 251 00:14:22,400 --> 00:14:27,480 Speaker 1: been afraid of digital. And it's a weird market because 252 00:14:27,760 --> 00:14:33,000 Speaker 1: it's not like traditional retail of everyone in the country 253 00:14:33,080 --> 00:14:37,400 Speaker 1: that gets their taxes done go somewhere for help, so 254 00:14:37,440 --> 00:14:41,400 Speaker 1: it's not most people do taxes themselves with software. But 255 00:14:41,600 --> 00:14:45,480 Speaker 1: we can't compete if we're not relevant and offer people 256 00:14:45,600 --> 00:14:48,760 Speaker 1: choice and transparency about how this is supposed to happen. 257 00:14:48,880 --> 00:14:51,400 Speaker 1: And I know that's been the focal point of your 258 00:14:51,520 --> 00:14:53,840 Speaker 1: latest ads, kind of knowing how much you're going to 259 00:14:54,000 --> 00:14:57,120 Speaker 1: pay to get your taxes done at the very beginning 260 00:14:57,160 --> 00:14:59,920 Speaker 1: of the process, instead of being surprised at the very end. 261 00:15:00,320 --> 00:15:03,520 Speaker 1: It's so crazy. But when we talk to consumers, he said, 262 00:15:03,520 --> 00:15:05,640 Speaker 1: it's the only thing I buy in my life that 263 00:15:05,720 --> 00:15:08,000 Speaker 1: I have no idea what I'm going to pay until 264 00:15:08,040 --> 00:15:11,120 Speaker 1: after it's over. And we just said, that doesn't make 265 00:15:11,160 --> 00:15:15,080 Speaker 1: any sense. Why can't we make pricing completely transparent whether 266 00:15:15,120 --> 00:15:19,440 Speaker 1: you're online or in person and remove that mystery because 267 00:15:19,440 --> 00:15:22,040 Speaker 1: it's already a stressful topic. You shouldn't have to stress 268 00:15:22,080 --> 00:15:25,280 Speaker 1: about the price. But what about technology, Jeff, I mean, 269 00:15:25,640 --> 00:15:28,840 Speaker 1: how are you how is it changing your business and 270 00:15:28,920 --> 00:15:31,880 Speaker 1: how are you embracing it and combining it with your 271 00:15:32,000 --> 00:15:35,520 Speaker 1: legacy professional services. Yeah, it's a great question. I mean 272 00:15:35,800 --> 00:15:38,840 Speaker 1: there's lots of ways. I would almost say in every 273 00:15:38,840 --> 00:15:42,400 Speaker 1: way it's impacting our business on the basic level. That's 274 00:15:42,480 --> 00:15:46,600 Speaker 1: things like having great d I Y software to compete 275 00:15:46,640 --> 00:15:50,200 Speaker 1: against into it in turbo tax. It's also what we 276 00:15:50,320 --> 00:15:53,280 Speaker 1: call virtual tax prep, which I really believe is the 277 00:15:53,320 --> 00:15:56,400 Speaker 1: next the next battle that will happen where what you 278 00:15:56,520 --> 00:15:58,680 Speaker 1: talk to somebody on the phone and they help you, 279 00:15:58,720 --> 00:16:02,040 Speaker 1: but you don't have to necessary go into the exact office. 280 00:16:02,440 --> 00:16:05,680 Speaker 1: So in today's world, it shouldn't be so paper and 281 00:16:05,800 --> 00:16:07,880 Speaker 1: manual all the time if you don't want it to 282 00:16:07,920 --> 00:16:11,640 Speaker 1: be so, why can't everything be an a p I 283 00:16:11,680 --> 00:16:15,320 Speaker 1: automatically upload to a tax preparer, engage with them on 284 00:16:15,400 --> 00:16:18,560 Speaker 1: your mobile device, let us do all the work. You 285 00:16:18,720 --> 00:16:21,760 Speaker 1: e sign and then you're done, but you didn't have 286 00:16:21,800 --> 00:16:24,600 Speaker 1: to go anywhere to do it. But does that defeat 287 00:16:24,600 --> 00:16:28,000 Speaker 1: the purpose of this idea of relationship building because I 288 00:16:28,080 --> 00:16:30,760 Speaker 1: know one of the things that you're really focused on 289 00:16:31,560 --> 00:16:35,280 Speaker 1: is how to make how to build a community, and 290 00:16:35,320 --> 00:16:40,880 Speaker 1: how to emphasize personal relationships over uh, you know, doing 291 00:16:40,960 --> 00:16:43,880 Speaker 1: things digitally. Yeah. I mean the way we think about 292 00:16:43,920 --> 00:16:45,960 Speaker 1: it is we have to make it easier, and we 293 00:16:46,000 --> 00:16:47,720 Speaker 1: have to make it faster, and we have to make 294 00:16:47,720 --> 00:16:51,000 Speaker 1: it more personalized, no matter what the channel. If it's 295 00:16:51,040 --> 00:16:55,040 Speaker 1: a digital engagement, then just knowing who you are and 296 00:16:55,080 --> 00:16:57,440 Speaker 1: making it faster because you don't have to retype in 297 00:16:57,480 --> 00:17:02,040 Speaker 1: all of your information. That's a way of relationship. Clearly 298 00:17:02,200 --> 00:17:06,160 Speaker 1: for millions and millions and millions of consumers, they still 299 00:17:06,200 --> 00:17:08,560 Speaker 1: want to sit down with somebody and and have that 300 00:17:08,640 --> 00:17:11,480 Speaker 1: really intimate conversation, and there's there's no better place to 301 00:17:11,520 --> 00:17:15,040 Speaker 1: do that than block. You all recently received a score 302 00:17:15,080 --> 00:17:17,639 Speaker 1: from the Human Rights Campaign that does great work on 303 00:17:17,680 --> 00:17:22,000 Speaker 1: it on its corporate equality and decks, and you've been 304 00:17:22,040 --> 00:17:24,639 Speaker 1: recognized as one of the best places to work for 305 00:17:24,760 --> 00:17:30,200 Speaker 1: lgbt Q equality. Um, you have said being inclusive isn't enough. 306 00:17:30,600 --> 00:17:33,240 Speaker 1: What more needs to be done. The way we think 307 00:17:33,280 --> 00:17:35,680 Speaker 1: about it is to be a place where people feel 308 00:17:35,680 --> 00:17:38,600 Speaker 1: a sense of belonging. So I think is you know, 309 00:17:38,680 --> 00:17:41,600 Speaker 1: this journey has happened for years and years. It started 310 00:17:41,600 --> 00:17:44,760 Speaker 1: out being more diverse, which means a lot of different things, 311 00:17:45,119 --> 00:17:46,959 Speaker 1: and then it was how do we be more inclusive? 312 00:17:48,040 --> 00:17:50,240 Speaker 1: What we say, a block is we want to be 313 00:17:50,280 --> 00:17:54,240 Speaker 1: a place that everybody feels safe and they can be 314 00:17:54,359 --> 00:17:58,560 Speaker 1: their full authentic self, that they feel like they belong there, 315 00:17:58,720 --> 00:18:00,600 Speaker 1: which is a great thing to say, But how do 316 00:18:00,640 --> 00:18:04,160 Speaker 1: you make it happen? I mean, there are policy changes 317 00:18:04,240 --> 00:18:07,000 Speaker 1: that we've made, and many of those are what you 318 00:18:07,080 --> 00:18:09,919 Speaker 1: have to do to be recognized by HRC. But I 319 00:18:09,920 --> 00:18:12,679 Speaker 1: think the most important thing that we do is to 320 00:18:13,119 --> 00:18:16,639 Speaker 1: recognize the discomfort and do everything we can to have 321 00:18:16,720 --> 00:18:21,000 Speaker 1: the right conversations. Because whether you're managing one other person 322 00:18:21,320 --> 00:18:24,440 Speaker 1: or in you're in a large group, people are afraid 323 00:18:24,520 --> 00:18:27,119 Speaker 1: to ask someone a question or to learn more about 324 00:18:27,200 --> 00:18:31,080 Speaker 1: the differences, or to talk about what differences are. And 325 00:18:31,320 --> 00:18:34,639 Speaker 1: from you know, me trying to lead against it to 326 00:18:34,760 --> 00:18:38,200 Speaker 1: creating the right forms for people to have those conversations, 327 00:18:38,240 --> 00:18:40,680 Speaker 1: that's where we see the power of change really happening. 328 00:18:40,840 --> 00:18:43,640 Speaker 1: The other thing that that you care about is purpose. 329 00:18:43,840 --> 00:18:48,159 Speaker 1: And I'm just curious why is it important in companies, 330 00:18:48,200 --> 00:18:53,800 Speaker 1: including a tax preparation services company to have purpose? And 331 00:18:53,880 --> 00:18:57,000 Speaker 1: are you afraid as people all jump on this bandwagon 332 00:18:57,440 --> 00:19:01,359 Speaker 1: that's it, that it will feel disingenuous us to both 333 00:19:01,400 --> 00:19:04,639 Speaker 1: the consumers and to employees. Yeah, I think that's definitely 334 00:19:04,680 --> 00:19:06,919 Speaker 1: a watch out. I mean, you know, the the shift 335 00:19:06,960 --> 00:19:09,800 Speaker 1: that we made was to not have a statement of 336 00:19:09,920 --> 00:19:12,760 Speaker 1: vision or mission, but to have a statement of purpose. 337 00:19:13,359 --> 00:19:15,919 Speaker 1: And that was really intentional change in language, because so 338 00:19:15,960 --> 00:19:20,879 Speaker 1: many times vision mission things are written and they just 339 00:19:21,000 --> 00:19:22,800 Speaker 1: they kind of go on a wall or a cup 340 00:19:22,880 --> 00:19:26,960 Speaker 1: and they don't really live every day. But people want purpose, 341 00:19:28,040 --> 00:19:31,359 Speaker 1: and so companies are people, and so when we change 342 00:19:31,400 --> 00:19:35,200 Speaker 1: that language, and we wrote our purpose is to provide 343 00:19:35,200 --> 00:19:39,360 Speaker 1: help and inspire confidence in our clients and communities everywhere. 344 00:19:40,000 --> 00:19:43,120 Speaker 1: The first thing we did was talked to the Block family. 345 00:19:44,200 --> 00:19:47,399 Speaker 1: Henry Block was in the later years and was suffering 346 00:19:47,400 --> 00:19:50,480 Speaker 1: from dementia, so he wasn't able to be clear with me, 347 00:19:50,560 --> 00:19:54,240 Speaker 1: but his son Tom Block, was to really know, we 348 00:19:54,280 --> 00:19:56,399 Speaker 1: don't want to just make something up because there's a 349 00:19:56,400 --> 00:19:59,679 Speaker 1: new CEO. We want to rediscover who we've been at 350 00:19:59,680 --> 00:20:02,840 Speaker 1: our best. And that's a way that we really guard 351 00:20:02,880 --> 00:20:07,160 Speaker 1: against our purpose feeling like it's trite or just another statement. 352 00:20:07,720 --> 00:20:10,040 Speaker 1: I guess your primary purpose right now, if you want 353 00:20:10,080 --> 00:20:14,159 Speaker 1: to talk about that in general, is is how to 354 00:20:14,920 --> 00:20:19,399 Speaker 1: combat loneliness and social isolation. And that's something you saw 355 00:20:19,440 --> 00:20:22,960 Speaker 1: on two in two separate ways with with your dad 356 00:20:23,200 --> 00:20:26,760 Speaker 1: after your mom died, and with your daughters as teenagers. 357 00:20:26,800 --> 00:20:29,960 Speaker 1: So tell us about that. You know, it's it's such 358 00:20:29,960 --> 00:20:33,080 Speaker 1: a big ambition for us, and it's not intuitive, you know, 359 00:20:33,119 --> 00:20:36,240 Speaker 1: when you think about this company's platform and where can 360 00:20:36,280 --> 00:20:38,880 Speaker 1: we have an impact in the world. There's so many 361 00:20:38,920 --> 00:20:41,800 Speaker 1: things that happen in the company that are fantastic, but 362 00:20:41,840 --> 00:20:44,600 Speaker 1: I just said, we have to have something bigger, that's 363 00:20:44,600 --> 00:20:48,360 Speaker 1: more systemic. That's something we're all facing in our lives, 364 00:20:48,880 --> 00:20:52,880 Speaker 1: and that for us is this idea of people are lonely. 365 00:20:53,960 --> 00:20:57,400 Speaker 1: We recognize because of our humans in all of our offices, 366 00:20:57,920 --> 00:21:02,119 Speaker 1: we're sitting down with people and every year having these conversations. 367 00:21:02,480 --> 00:21:06,480 Speaker 1: It's about twelve million hours of conversations every year on 368 00:21:06,680 --> 00:21:11,480 Speaker 1: really intimate topics. That's the beginning of recognizing that talking 369 00:21:11,480 --> 00:21:14,600 Speaker 1: to people and connections in kind of the places where 370 00:21:14,600 --> 00:21:17,640 Speaker 1: people convene and making them better. We want to spark 371 00:21:17,680 --> 00:21:22,200 Speaker 1: a movement to recognize loneliness as a problem and human 372 00:21:22,280 --> 00:21:26,800 Speaker 1: connections is a way to help solve it. When we 373 00:21:26,880 --> 00:21:40,000 Speaker 1: come back office hours with Jeff, let's return to my 374 00:21:40,080 --> 00:21:43,639 Speaker 1: conversation with H and R Block CEO Jeff Jones which 375 00:21:43,720 --> 00:21:46,560 Speaker 1: was recorded back in February in front of a live 376 00:21:46,680 --> 00:21:51,480 Speaker 1: audience in Manhattan. Remember when those were a thing. We 377 00:21:51,560 --> 00:21:55,080 Speaker 1: have some great career questions for all these young people 378 00:21:55,160 --> 00:21:57,639 Speaker 1: who are trying to figure out what they're doing with 379 00:21:57,680 --> 00:22:01,560 Speaker 1: their lives. And so it's it's office hours with Jeff. 380 00:22:01,640 --> 00:22:03,639 Speaker 1: Do you do this or are we just doing this? 381 00:22:03,760 --> 00:22:06,360 Speaker 1: Do you do office hours, which Jeff I actually do. Yeah, 382 00:22:06,440 --> 00:22:07,840 Speaker 1: you do it, That's what I thought. I was like, 383 00:22:07,920 --> 00:22:11,000 Speaker 1: this is your idea, not ours, right. Vincent asked what 384 00:22:11,160 --> 00:22:13,280 Speaker 1: is the best way to save money when you're starting 385 00:22:13,280 --> 00:22:15,960 Speaker 1: out in your career. You know, when you're starting in 386 00:22:15,960 --> 00:22:17,760 Speaker 1: your career and you don't have a lot of money 387 00:22:17,840 --> 00:22:20,840 Speaker 1: to save, but you have to pay yourself first. And 388 00:22:20,920 --> 00:22:24,080 Speaker 1: that's the best advice that anyone's given recognizing make it 389 00:22:24,080 --> 00:22:27,240 Speaker 1: a priority, and it doesn't matter how small it is. 390 00:22:27,320 --> 00:22:30,520 Speaker 1: People think there's they've got to save lots of money, 391 00:22:30,920 --> 00:22:35,000 Speaker 1: a dollar five dollars set aside, starting to demonstrate the 392 00:22:35,040 --> 00:22:39,040 Speaker 1: power of investing and compounding. But just get started. You'll 393 00:22:39,040 --> 00:22:43,720 Speaker 1: be you'll be shocked five twenty years from now what 394 00:22:43,840 --> 00:22:46,280 Speaker 1: you've been able to accomplish by starting very small and 395 00:22:46,320 --> 00:22:49,320 Speaker 1: also sacrifice a few things. You know, sometimes you just 396 00:22:49,520 --> 00:22:54,200 Speaker 1: can't buy that dress or go to that coffee. Okay, 397 00:22:54,280 --> 00:22:56,359 Speaker 1: Amanda ask I have a seven month old? How do 398 00:22:56,400 --> 00:22:59,040 Speaker 1: you juggle family in a career. I love asking a 399 00:22:59,080 --> 00:23:02,719 Speaker 1: man this question because it is perpetually asked of women 400 00:23:02,800 --> 00:23:05,520 Speaker 1: and never of ment. So how do you do it all? Yeah? 401 00:23:05,600 --> 00:23:08,160 Speaker 1: I mean, first of all, I recognize that you can't 402 00:23:08,240 --> 00:23:11,600 Speaker 1: do it all, and so early in my career I 403 00:23:11,640 --> 00:23:14,840 Speaker 1: had a great boss who just taught me that this 404 00:23:14,920 --> 00:23:17,760 Speaker 1: is a dilemma for everyone. It shows up in different 405 00:23:17,760 --> 00:23:20,760 Speaker 1: ways for different people, and you have to take the 406 00:23:20,760 --> 00:23:24,320 Speaker 1: stress off trying to fix it. That you're going to 407 00:23:24,400 --> 00:23:27,360 Speaker 1: have good weeks, good months, good years, and bad weeks, 408 00:23:27,359 --> 00:23:30,760 Speaker 1: bad months, bad years, and that's normal, that's okay for 409 00:23:30,840 --> 00:23:34,040 Speaker 1: that to happen. I have tried so hard in my 410 00:23:34,160 --> 00:23:37,320 Speaker 1: career to just make it a priority to be with 411 00:23:37,359 --> 00:23:41,480 Speaker 1: my family. And when you make it a priority, that 412 00:23:41,560 --> 00:23:44,239 Speaker 1: means I'm want to leave at noon to go do 413 00:23:44,320 --> 00:23:46,359 Speaker 1: something and I'm want to come back or I'll be 414 00:23:46,440 --> 00:23:49,960 Speaker 1: online later, and I think there's this perception that I 415 00:23:50,040 --> 00:23:53,840 Speaker 1: can't or something will happen if I do um. And 416 00:23:53,880 --> 00:23:55,720 Speaker 1: I think you just have to just have to do 417 00:23:55,760 --> 00:23:58,880 Speaker 1: what you believe in play offense with your career, and 418 00:23:58,920 --> 00:24:02,320 Speaker 1: make your own priority decisions. Rosie asked, I'd love advice 419 00:24:02,359 --> 00:24:05,760 Speaker 1: on how to identify the next challenge or goal, especially 420 00:24:05,800 --> 00:24:09,200 Speaker 1: after a promotion, after settling into the new role. Now 421 00:24:09,200 --> 00:24:12,280 Speaker 1: I'm not sure what I should be working towards. I mean, 422 00:24:12,320 --> 00:24:15,440 Speaker 1: I think what what I recognize in other people that 423 00:24:15,680 --> 00:24:19,320 Speaker 1: really starts to distinguish them in their careers are people 424 00:24:19,359 --> 00:24:24,160 Speaker 1: who just take initiative, Uh, they decide what they want 425 00:24:24,160 --> 00:24:29,280 Speaker 1: to work on. They are incredibly curious, and I think 426 00:24:29,480 --> 00:24:32,919 Speaker 1: the more you make yourself a lifelong learner and you 427 00:24:33,000 --> 00:24:36,600 Speaker 1: take the initiative to decide and have ideas and recommendations, 428 00:24:37,040 --> 00:24:39,760 Speaker 1: those become skills that really start to separate you from 429 00:24:39,840 --> 00:24:42,760 Speaker 1: the pack instead of always being wait for someone to 430 00:24:42,800 --> 00:24:45,200 Speaker 1: tell you, you know, here's what you should work on. 431 00:24:45,280 --> 00:24:47,920 Speaker 1: But I also think that sometimes people are so focused 432 00:24:47,960 --> 00:24:51,159 Speaker 1: on the next they don't do a good job with 433 00:24:51,280 --> 00:24:54,800 Speaker 1: the job they have. And I think that that's the 434 00:24:54,840 --> 00:24:57,959 Speaker 1: best way actually to get promoted and to move forward 435 00:24:58,040 --> 00:25:00,160 Speaker 1: is to impress somebody with the job you're do, wing 436 00:25:00,600 --> 00:25:04,200 Speaker 1: that you're actually supposed to do, instead of looking ahead 437 00:25:04,240 --> 00:25:07,000 Speaker 1: to what am I going to do next? Right? Absolutely. 438 00:25:07,119 --> 00:25:09,520 Speaker 1: I mean, if I look back in my career, there's 439 00:25:09,560 --> 00:25:11,480 Speaker 1: so many times I wish I would have told myself 440 00:25:11,560 --> 00:25:14,600 Speaker 1: to be more patient. Um and if you think about 441 00:25:14,880 --> 00:25:17,119 Speaker 1: you know, it's weird to say it this way, but 442 00:25:17,359 --> 00:25:21,000 Speaker 1: you're going to work in some way for fifty or 443 00:25:21,080 --> 00:25:25,360 Speaker 1: sixty years, no matter what definition of work that looks like. 444 00:25:25,440 --> 00:25:30,480 Speaker 1: So you know, have a long view, be patient, demonstrate curiosity, 445 00:25:30,560 --> 00:25:33,040 Speaker 1: be a lifelong learner. I think those are great things 446 00:25:33,040 --> 00:25:34,880 Speaker 1: to set you up for success. And in fact, that's 447 00:25:34,920 --> 00:25:37,720 Speaker 1: a good segue to Dwiena's question, what was the first 448 00:25:37,720 --> 00:25:40,560 Speaker 1: step you took when you knew what you wanted your 449 00:25:40,600 --> 00:25:42,960 Speaker 1: career to be? What fueled you and what did you 450 00:25:43,000 --> 00:25:45,520 Speaker 1: do next? I mean, I think just that the whole 451 00:25:45,600 --> 00:25:48,720 Speaker 1: sense of this is a long journey. You know. I 452 00:25:48,960 --> 00:25:51,520 Speaker 1: had a manager in my first job at Leo Burnett. 453 00:25:52,000 --> 00:25:54,840 Speaker 1: The company was going through some layoffs and I was terrified. 454 00:25:55,160 --> 00:25:59,320 Speaker 1: This guy's name was Michael Would, And Michael said to me, listen, 455 00:25:59,359 --> 00:26:02,680 Speaker 1: you're going to get fired someday, you know, so don't 456 00:26:02,760 --> 00:26:04,719 Speaker 1: make that such a big deal. He said, what you 457 00:26:04,760 --> 00:26:08,720 Speaker 1: have to learn is job security is knowing you're good 458 00:26:08,880 --> 00:26:12,280 Speaker 1: enough to get another job. And the moment you take 459 00:26:12,320 --> 00:26:15,960 Speaker 1: ownership for this is about your career and what do 460 00:26:16,040 --> 00:26:19,439 Speaker 1: you want to do and be insanely curious about learning 461 00:26:19,480 --> 00:26:22,439 Speaker 1: new things. It just enables a future that doesn't have 462 00:26:22,480 --> 00:26:24,480 Speaker 1: the pressure of oh my gosh, I have to have 463 00:26:24,480 --> 00:26:27,199 Speaker 1: it all figured out. That's good advice. I think it 464 00:26:27,240 --> 00:26:29,919 Speaker 1: also builds a lot of confidence. I think that's right, 465 00:26:30,080 --> 00:26:34,440 Speaker 1: not worrying about like when the you know when it's 466 00:26:34,440 --> 00:26:36,920 Speaker 1: going to all be over, right, then I think it 467 00:26:37,480 --> 00:26:40,240 Speaker 1: can affect your day to day performance. And finally, John 468 00:26:40,400 --> 00:26:43,119 Speaker 1: wants to know John Muelner, who I happened to be 469 00:26:43,200 --> 00:26:48,080 Speaker 1: married to. What business leaders do you most admire? Oprah 470 00:26:48,200 --> 00:26:51,320 Speaker 1: is at the very top of my list. Why um 471 00:26:51,359 --> 00:26:55,760 Speaker 1: I have I have an obsession with Oprah. I commissioned 472 00:26:55,800 --> 00:26:58,160 Speaker 1: a painting of her that hangs in my dining room. 473 00:26:58,200 --> 00:27:02,359 Speaker 1: That's super weird. It's too much time for now, but 474 00:27:02,400 --> 00:27:03,800 Speaker 1: I can tell you the story about I had an 475 00:27:03,800 --> 00:27:06,280 Speaker 1: opportunity to have lunch at her home and I showed 476 00:27:06,280 --> 00:27:10,120 Speaker 1: her the picture of herself and which did she call security? Well, 477 00:27:10,119 --> 00:27:11,960 Speaker 1: this is what I said to her. I said. We 478 00:27:12,000 --> 00:27:13,600 Speaker 1: sat down and I said, I want to show you 479 00:27:13,680 --> 00:27:15,720 Speaker 1: something and you're either going to give me a hugger 480 00:27:15,720 --> 00:27:19,040 Speaker 1: call security and she took her sunglasses off and she 481 00:27:19,160 --> 00:27:21,280 Speaker 1: pinched in on the picture and she said, why did 482 00:27:21,359 --> 00:27:25,080 Speaker 1: you do that? And we had a great conversation about 483 00:27:25,119 --> 00:27:28,040 Speaker 1: it exactly. You know, I think I spent a lot 484 00:27:28,119 --> 00:27:30,760 Speaker 1: of time in Chicago in early years, and I just 485 00:27:31,000 --> 00:27:34,280 Speaker 1: love her life story of where she's been and all 486 00:27:34,320 --> 00:27:37,639 Speaker 1: the way she's found to be bigger than herself and 487 00:27:37,680 --> 00:27:42,399 Speaker 1: to give back and stand for important things. Um, she's 488 00:27:42,480 --> 00:27:44,280 Speaker 1: She's at the top of the list. And are there 489 00:27:44,320 --> 00:27:46,680 Speaker 1: any other people who you've met along the way who 490 00:27:46,680 --> 00:27:49,439 Speaker 1: you deeply admire? For sure? I mean I'm a student 491 00:27:49,480 --> 00:27:52,320 Speaker 1: of business. I I love so many what I would 492 00:27:52,320 --> 00:27:57,680 Speaker 1: call younger companies today. Um, you know the Harry's Razors. 493 00:27:58,359 --> 00:28:01,439 Speaker 1: I love Katrina Lake at St Fix. I mean just 494 00:28:01,920 --> 00:28:05,920 Speaker 1: this new wave of business leaders that are really building 495 00:28:06,040 --> 00:28:09,240 Speaker 1: great businesses, not just doing something to flip and sell. 496 00:28:09,880 --> 00:28:12,600 Speaker 1: Uh So I think Katrina would be someone else really 497 00:28:12,640 --> 00:28:14,760 Speaker 1: high on my list. You know, there's a concept called 498 00:28:14,800 --> 00:28:18,040 Speaker 1: reverse mentoring where people who have been around a while 499 00:28:18,280 --> 00:28:21,600 Speaker 1: learned from these younger people who are doing cool things. 500 00:28:21,600 --> 00:28:25,119 Speaker 1: And I can't think of a better position for H 501 00:28:25,119 --> 00:28:28,320 Speaker 1: and R. Block to be in then to incorporate some 502 00:28:28,400 --> 00:28:32,640 Speaker 1: of the practices and philosophy of some of these young, 503 00:28:33,160 --> 00:28:37,760 Speaker 1: you know, startups to getting back to your original issue, 504 00:28:38,480 --> 00:28:42,560 Speaker 1: increase and and make sure that you remain relevant. That's 505 00:28:42,560 --> 00:28:46,000 Speaker 1: exactly right. We've embraced the entrepreneurial community in Kansas City 506 00:28:46,000 --> 00:28:49,480 Speaker 1: in a big way, from making investments to being mentors 507 00:28:49,520 --> 00:28:52,920 Speaker 1: and reverse mentoring. It's exactly the right idea. I mean, 508 00:28:52,920 --> 00:28:55,920 Speaker 1: when you bump into people a lot that just think 509 00:28:55,920 --> 00:29:00,680 Speaker 1: about speed and innovation and problem solving totally different than you, 510 00:29:00,920 --> 00:29:04,040 Speaker 1: there's a lot to be learned. All right. Well, Jeff Jones, 511 00:29:04,040 --> 00:29:06,400 Speaker 1: thank you so much for coming. It was really fun 512 00:29:06,440 --> 00:29:09,440 Speaker 1: getting to know you, so thank you, good luck, Thanks 513 00:29:09,480 --> 00:29:16,240 Speaker 1: everybody that was Jeff Jones, CEO of H and R Block, 514 00:29:16,720 --> 00:29:18,960 Speaker 1: Thank you guys so much for listening to this special 515 00:29:19,040 --> 00:29:22,720 Speaker 1: surprise episode of Next Question. 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Until next time 526 00:29:53,360 --> 00:29:56,400 Speaker 1: and my Next Question, I'm Katie Currik. Thank you all 527 00:29:56,480 --> 00:30:10,200 Speaker 1: so much for listening. Next Question with Katie Couric is 528 00:30:10,240 --> 00:30:12,800 Speaker 1: a production of I Heart Radio and Katie Curic Media. 529 00:30:13,400 --> 00:30:16,920 Speaker 1: The executive producers are Katie Kurik, Courtney Litz, and Tyler Klang. 530 00:30:17,160 --> 00:30:20,960 Speaker 1: The supervising producer is Lauren Hansen. Our show producer is 531 00:30:21,000 --> 00:30:26,040 Speaker 1: Bethan Macaluso. The associate producers are Emily Pinto and Derek Clements. 532 00:30:26,680 --> 00:30:31,280 Speaker 1: Editing by Derrek Clements, Dylan Fagan and Lowell Berlante, Mixing 533 00:30:31,360 --> 00:30:36,000 Speaker 1: by Dylan Fagan. Our researcher is Gabriel Loser. 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