February 15, 2011
Being the founder of Toa Payoh Vets, I do not wish the company to create unhappy customers. A Malay couple came in with their cat to see another vet instead of me. I asked them to wait as she was busy in the operating room. I quickly cleared the laptop and other things of Nat on the table in the waiting room. I put their cat's cage and cat on the table to avoid another incident of the vet's dog sniffing the cage and creating another unhappy customer.
I have to decide what to do with a particular Toa Payoh Vets doctor and her dog today. A good vet is no good if he or she creates unhappy customer. It is better to have a top team rather than a top vet if the practice is to survive and be around in the long term. I have made no decision yet but if there is a need, I will rather fire the top vet rather than create unhappy customers.
The dog was confined to the receptionist area when the door of the counter was closed. However, he again sneaked out. I noted that he was quiet and had not barked at anybody. He was confined by a particular Toa Payoh Vets doctor in a crate at the back yesterday for frightening the rabbit owner by sniffing the crate with the rabbit inside. I had to told a particular Toa Payoh Vets doctor to take him away from the waiting room. I had not specified banning of this dog from the Surgery yet as I would wait to see what she would do.
I presume that the Malay couple would prefer a cat's clinic but there is none in Singapore. The man went outside to answer his phone call. The lady sat at the corner of the waiting area where the table with her cat's crate is located. The cat was brought in for a spay and the couple had specified that they only wanted to consult a particular Toa Payoh Vets doctor.
Suddenly the lady shrieked. I was at the waiting room instructing my two interns what to do and teaching them some cases. I turned around and saw the dog going under the legs of this table. He did go under the table earlier when there was no people. But as a particular Toa Payoh Vets doctor opened the door to go to the back of the surgery, he followed her but now he had come out when Michelle opened the door to get to the waiting area. He must have decided to go under the table.
A few seconds more and he would have contacted the Malay lady and in her religion, this was not acceptable. As the dog wanted to bite Michelle the intern yesterday, I did not want to be heroic. I called a particular Toa Payoh Vets doctor to come out of the operating room and get the dog in. She would have heard the shrieks too.
Now, I need to decide what to do as I don't want to create unhappy customers who will go to the competitors. I will wait and see. I can see the humour of the situation but it will not be humourous to owners who are worried about their pets being "attacked" by the vet's dog medium-sized dogs. Customers are what make a practice and if the founder cannot get his priority right, he deserves to lose his shirt and go bankrupt. It is not a guarantee that a veterinary surgery will be successful and be in existence if it is poorly managed and creating unhappy customers is no joke.
Tuesday, February 15, 2011
Monday, February 14, 2011
333. Employees and interns must be able to perform and blind loyalty
Yesterday, Feb 13, 2011 Sunday
I was at the Surgery at 9.30 am. Neutered a cat for one Indian lady and her friend or daughter. "Did the cat claw you?" she asked. "No," I said. "He hissed when he was held by my assistant for sedation before surgery. So, I had to be quick on the draw and injected him very fast." The older woman laughed and said: "I have two female cats. They are wild and will not permit strangers to touch them. Will you be able to spay them?"
"Yes," I said. "Provided you bring them in separate cages. I will be able to sedate and spay them." The most ferocious cat can be sedated safely for the vet and the cat if you know how to do it.
I showed Nat, the young man of 17 years in his 2nd day of internship how the cat was handled for injection. He is a lucky man as I don't accept interns who are not accepted by the Vet School as time and resources are needed to give him the veterinary experience. I told him that he had a good father who bothered to get him this attachment as that was what he wanted. His father was my wife's colleague some 20 years ago and had kept in touch with the group regularly. Otherwise I would not agree to have him. I was shocked that he did not know whether he had Microsoft Excel in his laptop as I thought all Secondary Schools in Singapore teach the students how to use Excel. "You better know," I told him off. "Or I will complain to your father. Your answer should be a yes or a no." I have no patience for young people who don't know what software they have in their laptops when they want to do internship as I am quite busy and have better things to do. I asked Michelle to check.
I asked Nat to take a dog with extensive maggot wound on the neck, treated and bandaged by Dr Vanessa Lin yesterday, for a walk outside as he had not kept any dog, being prohibited by his father from keeping dogs. The dog walked a bit and stopped. He also stopped. I checked on him standing on the grass patch with the dog. "Walk the dog a step at a time," I advised him. "He needed the exercise."
As for the other intern Michelle, I instructed her to do inventory control and database. "Being an intern does not mean that you just watch the vet and assist the vet in the treatment of animals," I told her. "Veterinary medicine is much more than that. It is a business as for all professions. Starting a vet surgery is not a guarantee of success for every surgery. It has to be properly managed and one of them is to check on stocks and costs and that must be done regularly. Otherwise medicines, microchips and sutures can get lost if there is no inventory check and over-ordering of drugs mean money spent and tied up for a long time."
I think that Michelle is getting to know more about veterinary medicine at the 4th week. "As for database management, it is good practice to keep two databases to get fastest retrieval of data. One for client particulars and one for pet particulars."
She had said that the Toa Payoh Vets database was small and in any case, the client and pet particulars were already in one file. This file was accessed easily and fast. This was a good question.
"The retrieval is fast now," I said. "However, there is a limit to the number of records being permitted by the old versions of Excel."
"But you have a newer version," Michelle speculated.
"In any case," I said. "Data will accumulate to slow down the retrieval speed over the years. Not in 2011 but 5 years from now. Also, there is a lot of wastage of hard disk space when the two databases are combined in one as not all particulars are filled up when there are absence of data from the owner or pet. These empty reserved fields take up the hard disk space and delay retrieval."
I don't know whether she understood what I was saying as this sound too technical to anyone who has no knowledge of the structure of database and database management. This was an intelligent discussion and would help Michelle, the intern in understanding more about veterinary administration.
A woman in her late 40s was sitting at the corner of the waiting room reading a textbook on childcare education. She was sneezing and had runny nose. The younger lady gripped the top of the crate which had her rabbit and pressed the crate down onto her lap and chest. I was surprised. Then I saw the associate vet's dog trying to sniff the rabbit. I had not known that this young lady was worried about the dog and now she told me why she did not place the crate on the floor. This vet's dog would try all means to get out to the waiting room when banished to the back room. Sometimes he would bark uncontrollably at me or at clients.
I ignored his barking as paying attention would encourage more barking. Barking at clients is not acceptable to me and if this dog persists, I would step in and let the vet know that her dog has to be kept away from the reception area and the consultation area. The problem was that he would sneak out from the back room whenever the door was opened by our workers.
There are some vets who have well behaved dogs and this one is definitely well known amongst clients for his barking. Some clients don't mind but as you can see from the rabbit owner, there are worries and great unhappiness. As Asian Chinese are non-confrontational by culture, there is no complaint from the rabbit owner and her mum.
The lady with the rabbit was having runny noses and red eyes. She was allergic to the rabbit but would not put the crate on the floor, holding it firmly on her lap. "Put the crate on the table," I said and asked Nat to clear the table. Her mother also had runny nose but was allergic to the air in veterinary surgeries. So, it was a surprise to me. As I did not link both together, I thought it was a coincidence that two persons were allergic to animal-related environment. I did not see both coming to the surgery together as I was busy with the administration and the two interns. Actually it was a mother and daughter suffering runny noses at a vet clinic.
It was a bright sunshine Sunday but very hot and humid in the afternoon. It was the first Sunday that was without James Ang, my 76-year-old receptionist who really could not work anymore. He had been with me for over 20 years.
Sometimes, "blind loyalty" according to the book "The Breakthrough Company" by Keith McFarland prevents small businesses from being extraordinary. Therefore, the vast majority of small businesses stay small and not by choice.
Talents and character of employees make a business expand to become large. What Mr McFarland said is that employees who are not up to scratch and don't perform are best fired and not retained for years. They drag down the company's performance and may destroy the company. Many people had asked me to retrench James as they complained about his service. I did not do so but this year, he had asked to resign and I think he would be happier enjoying the winter years.
I was at the Surgery at 9.30 am. Neutered a cat for one Indian lady and her friend or daughter. "Did the cat claw you?" she asked. "No," I said. "He hissed when he was held by my assistant for sedation before surgery. So, I had to be quick on the draw and injected him very fast." The older woman laughed and said: "I have two female cats. They are wild and will not permit strangers to touch them. Will you be able to spay them?"
"Yes," I said. "Provided you bring them in separate cages. I will be able to sedate and spay them." The most ferocious cat can be sedated safely for the vet and the cat if you know how to do it.
I showed Nat, the young man of 17 years in his 2nd day of internship how the cat was handled for injection. He is a lucky man as I don't accept interns who are not accepted by the Vet School as time and resources are needed to give him the veterinary experience. I told him that he had a good father who bothered to get him this attachment as that was what he wanted. His father was my wife's colleague some 20 years ago and had kept in touch with the group regularly. Otherwise I would not agree to have him. I was shocked that he did not know whether he had Microsoft Excel in his laptop as I thought all Secondary Schools in Singapore teach the students how to use Excel. "You better know," I told him off. "Or I will complain to your father. Your answer should be a yes or a no." I have no patience for young people who don't know what software they have in their laptops when they want to do internship as I am quite busy and have better things to do. I asked Michelle to check.
I asked Nat to take a dog with extensive maggot wound on the neck, treated and bandaged by Dr Vanessa Lin yesterday, for a walk outside as he had not kept any dog, being prohibited by his father from keeping dogs. The dog walked a bit and stopped. He also stopped. I checked on him standing on the grass patch with the dog. "Walk the dog a step at a time," I advised him. "He needed the exercise."
As for the other intern Michelle, I instructed her to do inventory control and database. "Being an intern does not mean that you just watch the vet and assist the vet in the treatment of animals," I told her. "Veterinary medicine is much more than that. It is a business as for all professions. Starting a vet surgery is not a guarantee of success for every surgery. It has to be properly managed and one of them is to check on stocks and costs and that must be done regularly. Otherwise medicines, microchips and sutures can get lost if there is no inventory check and over-ordering of drugs mean money spent and tied up for a long time."
I think that Michelle is getting to know more about veterinary medicine at the 4th week. "As for database management, it is good practice to keep two databases to get fastest retrieval of data. One for client particulars and one for pet particulars."
She had said that the Toa Payoh Vets database was small and in any case, the client and pet particulars were already in one file. This file was accessed easily and fast. This was a good question.
"The retrieval is fast now," I said. "However, there is a limit to the number of records being permitted by the old versions of Excel."
"But you have a newer version," Michelle speculated.
"In any case," I said. "Data will accumulate to slow down the retrieval speed over the years. Not in 2011 but 5 years from now. Also, there is a lot of wastage of hard disk space when the two databases are combined in one as not all particulars are filled up when there are absence of data from the owner or pet. These empty reserved fields take up the hard disk space and delay retrieval."
I don't know whether she understood what I was saying as this sound too technical to anyone who has no knowledge of the structure of database and database management. This was an intelligent discussion and would help Michelle, the intern in understanding more about veterinary administration.
A woman in her late 40s was sitting at the corner of the waiting room reading a textbook on childcare education. She was sneezing and had runny nose. The younger lady gripped the top of the crate which had her rabbit and pressed the crate down onto her lap and chest. I was surprised. Then I saw the associate vet's dog trying to sniff the rabbit. I had not known that this young lady was worried about the dog and now she told me why she did not place the crate on the floor. This vet's dog would try all means to get out to the waiting room when banished to the back room. Sometimes he would bark uncontrollably at me or at clients.
I ignored his barking as paying attention would encourage more barking. Barking at clients is not acceptable to me and if this dog persists, I would step in and let the vet know that her dog has to be kept away from the reception area and the consultation area. The problem was that he would sneak out from the back room whenever the door was opened by our workers.
There are some vets who have well behaved dogs and this one is definitely well known amongst clients for his barking. Some clients don't mind but as you can see from the rabbit owner, there are worries and great unhappiness. As Asian Chinese are non-confrontational by culture, there is no complaint from the rabbit owner and her mum.
The lady with the rabbit was having runny noses and red eyes. She was allergic to the rabbit but would not put the crate on the floor, holding it firmly on her lap. "Put the crate on the table," I said and asked Nat to clear the table. Her mother also had runny nose but was allergic to the air in veterinary surgeries. So, it was a surprise to me. As I did not link both together, I thought it was a coincidence that two persons were allergic to animal-related environment. I did not see both coming to the surgery together as I was busy with the administration and the two interns. Actually it was a mother and daughter suffering runny noses at a vet clinic.
It was a bright sunshine Sunday but very hot and humid in the afternoon. It was the first Sunday that was without James Ang, my 76-year-old receptionist who really could not work anymore. He had been with me for over 20 years.
Sometimes, "blind loyalty" according to the book "The Breakthrough Company" by Keith McFarland prevents small businesses from being extraordinary. Therefore, the vast majority of small businesses stay small and not by choice.
Talents and character of employees make a business expand to become large. What Mr McFarland said is that employees who are not up to scratch and don't perform are best fired and not retained for years. They drag down the company's performance and may destroy the company. Many people had asked me to retrench James as they complained about his service. I did not do so but this year, he had asked to resign and I think he would be happier enjoying the winter years.
Friday, February 11, 2011
332. Common pet shop operator's complaints about younger vets
"No need to feed chew bones, no dog treats, no need to give vitamin supplements as the dog food is complete," a few pet shop operators and breeders complained to me about some newly graduated vets. The owner whom they refer to the vet would provide feedback to the pet shop operator.
"It is best not to make any comments," I advised younger vets. "There are at least 200 brands of dog food. Can you guarantee that they are all complete and balanced nutrition? Those certified by AAFCO may claim to be complete and balanced and therefore there is no need to buy vitamin supplements."
I explained the joy of owning a puppy. The owner enjoys buying dog treats and the puppy enjoys them thoroughly. So, the puppy gets diarrhoea due to certain raw hides or treats, but this does not happen to all puppies. By saying no treats, the vet deprives the new owner of the joy of ownership. By saying all dry dog food is complete and balanced diet, the vet gets into possible litigation.
"In any case," I said. "If the puppy has diarrhoea, the owner needs to pay for veterinary treatment and learns to buy high quality puppy treats.
There is one vet on the website who says that his dog who is at his vet surgery daily never get sick and therefore does not need yearly vaccination. Based on his own dog, he concluded that no re-vaccination is necessary. This is a point of contention. However, old dogs not exposed to viral diseases may get by without booster vaccination. If the dog falls sick, it is his problem.
"It is best not to make any comments," I advised younger vets. "There are at least 200 brands of dog food. Can you guarantee that they are all complete and balanced nutrition? Those certified by AAFCO may claim to be complete and balanced and therefore there is no need to buy vitamin supplements."
I explained the joy of owning a puppy. The owner enjoys buying dog treats and the puppy enjoys them thoroughly. So, the puppy gets diarrhoea due to certain raw hides or treats, but this does not happen to all puppies. By saying no treats, the vet deprives the new owner of the joy of ownership. By saying all dry dog food is complete and balanced diet, the vet gets into possible litigation.
"In any case," I said. "If the puppy has diarrhoea, the owner needs to pay for veterinary treatment and learns to buy high quality puppy treats.
There is one vet on the website who says that his dog who is at his vet surgery daily never get sick and therefore does not need yearly vaccination. Based on his own dog, he concluded that no re-vaccination is necessary. This is a point of contention. However, old dogs not exposed to viral diseases may get by without booster vaccination. If the dog falls sick, it is his problem.
331. 76-year-old receptionist retires today Feb 11, 2011
My receptionist Jame retires today. He is 76 years old and has a severe hunch to 45 degrees forward. Last week, he fell off the plastic stool and fortunately landed his bum on the floor without fracturing his hip. He complained of a back pain but said it was nothing.
"My mother lived past 90 years," he said.
"How about your father?" I presumed he would live to 90 years.
"Around 50 years," he replied.
I advised him to see the Polyclinic as he had both lower limbs swollen and some non-healing wounds on his left lower leg above the ankle. "The Toa Payoh Polyclinic is closed for renovation," he said. I phoned 100 and got the Ang Mo Kio Polyclinic address for him to get a thorough check up of his hips and his hunched back. The General Practitioner prescribed tight bandages for his lower legs and advised him that he had higher than normal cholesterol after pricking his finger to test for diabetes.
No other exam. I asked him to go to Singapore General Hospital Health Screening Unit to get blood test, heart check, ultrasound and colonscopy. "How long can you live?" I asked. "Better to enjoy your life without having to work 5 days a week," I advised.
"My mother lived past 90 years," he said.
"How about your father?" I presumed he would live to 90 years.
"Around 50 years," he replied.
I advised him to see the Polyclinic as he had both lower limbs swollen and some non-healing wounds on his left lower leg above the ankle. "The Toa Payoh Polyclinic is closed for renovation," he said. I phoned 100 and got the Ang Mo Kio Polyclinic address for him to get a thorough check up of his hips and his hunched back. The General Practitioner prescribed tight bandages for his lower legs and advised him that he had higher than normal cholesterol after pricking his finger to test for diabetes.
No other exam. I asked him to go to Singapore General Hospital Health Screening Unit to get blood test, heart check, ultrasound and colonscopy. "How long can you live?" I asked. "Better to enjoy your life without having to work 5 days a week," I advised.
330. Photography: a tool for better veterinary health care for pets?
From: Digital photographer Issue 97
www.dphotographer.co.uk
PHOTOGRAPHY: A TOOL FOR POLITICAL CHANGE?
Mona Miri:
Images must be visually compelling and tell a story. Photography is a very powerful tool to highlight important humanitarian and environmental issues (www.monamiri.com). When we see images of degradation, starvation, pollution or natural disasters, we want to make a difference.
www.simonnorfolk.com
Photographers need to be telling stories about their world, providing a voice for the subjects and make us think differently about conventional wisdom.
IMPACT
It must be a combination of the photos and the facts or ideas behind them that can change people's view. Not just photos alone.
An image is a very powerful weapon but a person must show the correct view instead of a distorted one.
Photo is a powerful tool that bring issues to the attention of the big decision-makers. But it is the campaign with images that makes the biggest difference
Money is influence, influence is access and that is what makes the world go round, not pictures
www.dphotographer.co.uk
PHOTOGRAPHY: A TOOL FOR POLITICAL CHANGE?
Mona Miri:
Images must be visually compelling and tell a story. Photography is a very powerful tool to highlight important humanitarian and environmental issues (www.monamiri.com). When we see images of degradation, starvation, pollution or natural disasters, we want to make a difference.
www.simonnorfolk.com
Photographers need to be telling stories about their world, providing a voice for the subjects and make us think differently about conventional wisdom.
IMPACT
It must be a combination of the photos and the facts or ideas behind them that can change people's view. Not just photos alone.
An image is a very powerful weapon but a person must show the correct view instead of a distorted one.
Photo is a powerful tool that bring issues to the attention of the big decision-makers. But it is the campaign with images that makes the biggest difference
Money is influence, influence is access and that is what makes the world go round, not pictures
Thursday, February 10, 2011
329. Modern carpark warrior
For many years, Singapore's car park wardens walk to the carparks to catch errant motorists. Before they could book one, the Toa Payoh Lor 8 industrial park tenants co-operated and warned their neighbours motorists would run to their cars to put parking coupons onto the dashboard. So, the wardens needed to sneak inspections by arriving at odd times.
Today, I noted a golden car and commercial wordings like "Chubb" parked across my car which was parked near the the fire hydrant. I was leaving and was going to politely ask the driver to make way. Inside were 2 men. One was checking his digital pad and said to me: "Somebody complained but I had not keyed in your car details yet." I thanked him and drove to the Library.
From my speculation, the HDB had outsourced to Chubb to catch errant motorists. Somebody in Chubb would check google maps at 9 am in the Chubb ofoffice and see my car parked illegally. So, it was time for enforcement.
No more walking wardens now. They sneak in by car and booked errant motorists by printing out a summons from their PDAs. No more chance for the ordinary citizen now, but most car parks are automated and only this one near my Surgery is not. So, expect driving car park wardens at any time and at any day now. Hit and run, I mean book from inside the car and drive away!
Today, I noted a golden car and commercial wordings like "Chubb" parked across my car which was parked near the the fire hydrant. I was leaving and was going to politely ask the driver to make way. Inside were 2 men. One was checking his digital pad and said to me: "Somebody complained but I had not keyed in your car details yet." I thanked him and drove to the Library.
From my speculation, the HDB had outsourced to Chubb to catch errant motorists. Somebody in Chubb would check google maps at 9 am in the Chubb ofoffice and see my car parked illegally. So, it was time for enforcement.
No more walking wardens now. They sneak in by car and booked errant motorists by printing out a summons from their PDAs. No more chance for the ordinary citizen now, but most car parks are automated and only this one near my Surgery is not. So, expect driving car park wardens at any time and at any day now. Hit and run, I mean book from inside the car and drive away!
328. Fifty words to recommend a pet product
An inaugural issue of a magazine asked me to write 50 words to recommend a pet product and suggested an image of me and the product.
The images will not be of educational interest to readers. However, an X-ray of a bladder stone will have greater interest to readers (I presume).
I used Microsoft Word, "Tools" - Word Count and got the number of words as 50. Then I clicked "Spelling and Grammar. The advice was to revise the following long fragment:
I recommend Hill's® Prescription Diet® s/d® Canine pet food to dissolve struvite bladder stones in dogs that have difficulty in peeing.
Since I have a limit of 50 words, I did not revise the fragment. The 50 words are as follows:
I recommend Hill's® Prescription Diet® s/d® Canine pet food to dissolve struvite bladder stones in dogs that have difficulty in peeing. Veterinary tests are required. However, large bladder stones (X-ray) require surgical removal so that your dog does not suffer painful urination of smelly bloody urine daily for several months.
The 50 words' limit forces me to be concise and yet be able to educate pet owners.
Advice to youths.
A person must write daily to be able to write better just as exercising the muscles make one better built. There is no other way to improve one's writing.
Message from the magazine
Dear Dr Sing,
Good day! This is Michelle from the CozyCot Editorial team.
We are working on a pet story to be published in our print magazine's inaugural issue in April, and I'm hoping that with your expertise and experience, you can recommend one pet product (this can be anything and everything from pet food, to pet cages to pet toys) and tell us what's so good about it in about 50 words. It would also be great if you could accompany the text with image(s) of the product and yourself.
As we are running on a tight deadline, I would be extremely grateful if you could get back to me as soon as possible. Many thanks!
Best Regards,
Michelle Ong
Writer
michelle@cozycot.com
t: (65) 6100 2699
f: (65) 6226 3733
e: michelle@cozycot.com
CozyCot Pte. Ltd.
1 Scotts Road #26-05/07 Shaw Centre Singapore 228208
Hitwise Awards - CozyCot #1 Women's Site since 2006: http://cot.ly/aXPnbp
Hitwise Awards - CozyCot #1 Beauty Site in 2010: http://cot.ly/cnqDe2
Nielsen says CozyCot Members are Opinion Leaders: http://cot.ly/d4Hty0
The images will not be of educational interest to readers. However, an X-ray of a bladder stone will have greater interest to readers (I presume).
I used Microsoft Word, "Tools" - Word Count and got the number of words as 50. Then I clicked "Spelling and Grammar. The advice was to revise the following long fragment:
I recommend Hill's® Prescription Diet® s/d® Canine pet food to dissolve struvite bladder stones in dogs that have difficulty in peeing.
Since I have a limit of 50 words, I did not revise the fragment. The 50 words are as follows:
I recommend Hill's® Prescription Diet® s/d® Canine pet food to dissolve struvite bladder stones in dogs that have difficulty in peeing. Veterinary tests are required. However, large bladder stones (X-ray) require surgical removal so that your dog does not suffer painful urination of smelly bloody urine daily for several months.
The 50 words' limit forces me to be concise and yet be able to educate pet owners.
Advice to youths.
A person must write daily to be able to write better just as exercising the muscles make one better built. There is no other way to improve one's writing.
Message from the magazine
Dear Dr Sing,
Good day! This is Michelle from the CozyCot Editorial team.
We are working on a pet story to be published in our print magazine's inaugural issue in April, and I'm hoping that with your expertise and experience, you can recommend one pet product (this can be anything and everything from pet food, to pet cages to pet toys) and tell us what's so good about it in about 50 words. It would also be great if you could accompany the text with image(s) of the product and yourself.
As we are running on a tight deadline, I would be extremely grateful if you could get back to me as soon as possible. Many thanks!
Best Regards,
Michelle Ong
Writer
michelle@cozycot.com
t: (65) 6100 2699
f: (65) 6226 3733
e: michelle@cozycot.com
CozyCot Pte. Ltd.
1 Scotts Road #26-05/07 Shaw Centre Singapore 228208
Hitwise Awards - CozyCot #1 Women's Site since 2006: http://cot.ly/aXPnbp
Hitwise Awards - CozyCot #1 Beauty Site in 2010: http://cot.ly/cnqDe2
Nielsen says CozyCot Members are Opinion Leaders: http://cot.ly/d4Hty0
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