Rory Sutherland: Sweat the small stuff

Prevodilac: Vladimir Stankovic Lektor: Ivana Krivokuća

Those of you who may remember me from TEDGlobal

Oni koji me pamte sa TEDGlobal-a

remember me asking a few questions

sećaju se da sam postavio par pitanja

which still preoccupy me.

koja mi se i dalje nameću.

One of them was: Why is it necessary to spend

Jedno od njih je zašto se mora potrošiti

six billion pounds

šest milijardi funti

speeding up the Eurostar train

da bi se ubrzao voz Eurostara

when, for about 10 percent of that money,

kada za oko 10% tog iznosa

you could have top supermodels, male and female,

možete dovesti vrhunske manekene i manekenke

serving free Chateau Petrus to all the passengers

da služe besplatno vino Petrus svim putnicima

for the entire duration of the journey?

tokom celog putovanja?

You'd still have five billion left in change,

Pri tom bi vam ostalo pet milijardi,

and people would ask for the trains to be slowed down.

a ljudi bi tražili da vozovi uspore.

(Smeh)

Now, you may remember me asking the question as well,

Možda se sećate i da sam postavio pitanje, jedno zanimljivo zapažanje,

a very interesting observation,

that actually those strange little signs

da oni čudni mali znakovi

that actually flash "35" at you,

koji vam na putu signaliziraju „60 km/h“

occasionally accompanying a little smiley face

koje povremeno prati nasmešeno ili namrgođeno lice,

or a frown,

according to whether you're within or outside the speed limit --

u zavisnosti od toga da li poštujete ograničenje brzine -

those are actually more effective

zapravo su delotvorniji

at preventing road accidents than speed cameras,

u sprečavanju saobraćajnih nezgoda od kamera za praćenje brzine

which come with the actual threat

koje podrazumevaju stvarnu pretnju prave kazne.

of real punishment.

So there seems to be a strange disproportionality at work,

Dakle, izgleda je na delu čudna disproporcija, prema mom mišljenju,

I think, in many areas of human problem solving,

u mnogim oblastima u kojima ljudi rešavaju probleme,

particularly those which involve human psychology,

posebno u onima koji uključuju ljudsku psihologiju,

which is: The tendency

a to je da postoji sklonost organizacija ili institucija

of the organization or the institution

is to deploy as much force as possible,

da primene što više sile,

as much compulsion as possible,

što više prinude,

whereas actually, the tendency of the person

dok je, zapravo, sklonost osobe

is to be almost influenced

da bude pod uticajem nečega

in absolute reverse proportion

u potpuno obrnutoj proporciji

to the amount of force being applied.

sa količinom sile koja se primenjuje.

So there seems to be a complete disconnect here.

Izgleda je posredi potpuna nepovezanost.

So what I'm asking for is the creation of a new job title --

Dakle, tražim otvaranje novog radnog mesta,

I'll come to this a little later --

vratiću se na to malo kasnije,

and perhaps the addition of a new word

a možda i uvođenje nove reči

into the English language.

u engleski jezik.

Because it does seem to me that large organizations

Jer zaista mi se čini da su velike organizacije,

including government, which is, of course, the largest organization of all,

uključujući i vladu, koja je, svakako, najveća od svih,

have actually become

zapravo postale potpuno odvojene

completely disconnected

with what actually matters to people.

od onoga što je ljudima stvarno bitno.

Let me give you one example of this.

A daću vam i jedan primer za to.

You may remember this as the AOL-Time Warner merger, okay,

Možda se sećate ovog spajanja kompanija AOL i Tajm Vorner,

heralded at the time as the largest

svojevremeno najavljenog kao najveća pogodba svih vremena.

single deal of all time.

It may still be, for all I know.

Možda je još uvek, ne bih znao.

Now, all of you in this room, in one form or other,

Svi u ovoj prostoriji ste, u nekom vidu,

are probably customers of one or both

verovatno korisnici

jedne ili obeju organizacija koje su se spojile.

of those organizations that merged.

Just interested, did anybody notice anything different

Interesuje me samo

da li je iko primetio bilo šta drugačije kao rezultat svega toga?

as a result of this at all?

So unless you happened to be a shareholder

Dakle, osim ako ne posedujete akcije jedne ili druge organizacije,

of one or the other organizations

ili ste akter ili advokat u ovom nesumnjivo unosnom poslu,

or one of the dealmakers or lawyers involved in the no-doubt lucrative activity,

you're actually engaging in a huge piece of activity

onda ste samo uključeni u jednan ogromni deo aktivnosti

that meant absolutely bugger-all to anybody, okay?

koji apsolutno nikog ne dotiče, zar ne?

By contrast, years of marketing have taught me

Nasuprot tome, dugogodišnji rad u marketingu

that if you actually want people to remember you

naučio me je da, ukoliko stvarno želite da vas ljudi pamte

and to appreciate what you do,

i da cene ono što radite,

the most potent things are actually very, very small.

najmoćnije stvari su zapravo veoma, veoma male.

This is from Virgin Atlantic upper-class,

Ovo je iz više klase Virdžin Atlantika,

it's the cruet salt and pepper set.

to je stoni set za so i biber.

Quite nice in itself, they're little, sort of, airplane things.

Prilično su zgodni, to je zapravo neka vrsta aviončića.

What's really, really sweet is every single person looking at these things

Ono što je zaista simpatično je to da svaka osoba koja ih ugleda

has exactly the same mischievous thought,

dođe na istu nestašnu pomisao,

which is, "I reckon I can heist these."

„Možda bih mogao da ih maznem.“

However, you pick them up and underneath,

A kada ih pokupite, shvatite da su ispod,

actually engraved in the metal, are the words,

na metalu, ugravirane sledeće reči:

"Stolen from Virgin Atlantic Airways upper-class."

„Ukradeno iz više klase Virdžin Atlantik Ervejz.“

(Laughter)

(Smeh)

Now, years after

Godinama nakon toga,

you remember the strategic question

kada se setite onog strateškog pitanja da li letite 777-om ili Erbasom,

of whether you're flying in a 777 or an Airbus,

you remember those words and that experience.

vi se setite tih reči i tog iskustva.

Similarly, this is from a hotel in Stockholm, the Lydmar.

Slično tome, ovo je iz jednog hotela u Stokholmu, Lidmar.

Has anybody stayed there?

Da li je neko bio tamo?

It's the lift, it's a series of buttons in the lift.

Ovo je lift i niz tastera u njemu.

Nothing unusual about that at all,

Zapravo ništa neobično u svemu tome,

except that these are actually not the buttons that take you to an individual floor.

s tim da to baš nisu tasteri koji vas vode do određenog sprata.

It starts with garage at the bottom, I suppose, appropriately,

Počinju sa garažom u dnu, kako dolikuje, pretpostavljam,

but it doesn't go up garage, grand floor, mezzanine, one, two, three, four.

ali naviše ne idu garaža, prizemlje, polusprat, jedan, dva, tri, četiri,

It actually says garage, funk, rhythm and blues.

već je napisano garaža, fank, ritam i bluz.

Imate niz tastera kojima, u stvari, birate muziku u liftu.

You have a series of buttons. You actually choose your lift music.

(Smeh)

My guess is that the cost of installing this in the lift

in the Lydmar Hotel in Stockholm

u hotelu Lidmar u Stokholmu

is probably 500 to 1,000 pounds max.

verovatno ne košta više od 500 do 1000 funti.

It's frankly more memorable

Iskreno, to je upečatljivije

than all those millions of hotels we've all stayed at

od onih silnih hotela u kojima smo svi odsedali

that tell you that your room has actually been recently renovated

gde vam kažu da je vaša soba nedavno renovirana

at a cost of 500,000 dollars,

po ceni od 500 000 dolara,

in order to make it resemble every other hotel room you've ever stayed in

da bi ličila na bilo koju drugu sobu u kojoj ste odsedali

in the entire course of your life.

tokom celog svog života.

Now, these are trivial marketing examples, I accept.

Priznajem da su ovo trivijalni marketinški primeri,

But I was at a TED event recently and Esther Duflo,

ali skoro sam bio na jednom TED događaju

gde je Ester Duflo,

probably one of the leading experts in,

verovatno jedan od vodećih stručnjaka

u oblasti iskorenjivanja siromaštva

effectively, the eradication of poverty in the developing world,

u zemljama u razvoju, održala govor.

actually spoke.

And she came across a similar example

Ona je naišla na sličan primer

of something that fascinated me

nečega što me je fasciniralo

kao nešto što bi, u kontekstu poslovanja ili vlasti,

as being something which, in a business context or a government context,

would simply be so trivial a solution

bilo toliko trivijalno rešenje da bi delovalo neprimereno.

as to seem embarrassing.

It was simply to encourage the inoculation of children

Poenta je prosto bila da se podstakne vakcinacija dece,

by, not only making it a social event --

ne samo praveći od toga društveni događaj,

I think good use of behavioral economics in that,

što je dobra primena bihejvioralne ekonomije -

if you turn up with several other mothers

ako dođete sa još nekoliko drugih majki da vakcinišete svoje dete,

to have your child inoculated,

your sense of confidence is much greater than if you turn up alone.

vaš osećaj poverenja je mnogo veći nego da se pojavite sami -

But secondly, to incentivize that inoculation

i kao drugo, podsticanjem vakcinacije

by giving a kilo of lentils to everybody who participated.

davanjem kilograma sočiva svima koji učestvuju.

It's a tiny, tiny thing.

To je takva jedna sitnica.

If you're a senior person at UNESCO

Ako ste viši službenik Uneska i neko vas pita:

and someone says, "So what are you doing

„Šta preduzimate po pitanju iskorenjivanja siromaštva u svetu?“,

to eradicate world poverty?"

you're not really confident standing up there

niste baš sigurni da možete da kažete samo:

saying, "I've got it cracked; it's the lentils," are you?

„Smislio sam, trik je u sočivu“, zar ne?

Our own sense of self-aggrandizement

Naš osećaj za uvećanje sopstvene vrednosti

feels that big important problems

nalaže nam da veliki i bitni problemi

need to have big important, and most of all, expensive

iziskuju velika, značajna, i pre svega skupa rešenja.

solutions attached to them.

And yet, what behavioral economics shows time after time after time

Opet, ono što bihejvioralna ekonomija stalno iznova dokazuje

is in human behavioral and behavioral change

je to da u ljudskom ponašanju i promeni ponašanja

there's a very, very strong disproportionality at work,

postoji veoma snažna disproporcija,

that actually what changes our behavior

i da ono što zaista menja naše ponašanje

and what changes our attitude to things

i što menja naš pristup stvarima

is not actually proportionate to the degree

zapravo nije srazmerno nivou troška koji se za to vezuje,

of expense entailed,

or the degree of force that's applied.

niti stepenu sile koja se primenjuje.

But everything about institutions

Međutim, čitav koncept institucija

makes them uncomfortable

čini ih neprilagođenim

with that disproportionality.

u smislu te disproporcije.

So what happens in an institution

Dakle, ono što se dešava u institucijama

is the very person who has the power to solve the problem

je da obično osoba koja ima moć da rešava probleme

also has a very, very large budget.

takođe ima veoma, veoma veliki budžet.

And once you have a very, very large budget,

A kada imate veoma veliki budžet,

you actually look for expensive things to spend it on.

vi zapravo tražite skupe stvari na koje biste ga potrošili.

What is completely lacking is a class of people

Ono što uopšte ne postoji je klasa ljudi

who have immense amounts of power, but no money at all.

koja ima ogromnu moć, ali nimalo novca.

(Laughter)

(Smeh)

It's those people I'd quite like to create

Takve ljude bih voleo da stvorim

in the world going forward.

u svetu koji ide putem napretka.

Now, here's another thing that happens,

Evo još nečeg što se dešava,

which is what I call sometimes "Terminal 5 syndrome,"

što bih nazvao „sindromom Terminala 5“,

which is that big, expensive things

a to je da velike, skupe stvari

get big, highly-intelligent attention,

privlače ozbiljnu, sofisticiranu pažnju,

and they're great, and Terminal 5 is absolutely magnificent,

a one su zaista sjajne, i Terminal 5 je stvarno fantastičan,

until you get down to the small detail, the usability,

dok ne dođete do sitnih detalja,

upotrebljivosti, tj. signalizacije,

which is the signage,

which is catastrophic.

koja je katastrofalna.

You come out of "Arrive" at the airport, and you follow

Izađete iz dela za dolaske na aerodromu

i pratite veliki žuti znak na kome piše „Vozovi“ ispred vas.

a big yellow sign that says "Trains" and it's in front of you.

So you walk for another hundred yards,

Onda hodate još stotinak metara,

expecting perhaps another sign,

očekujući eventualno još jedan znak,

that might courteously be yellow, in front of you and saying "Trains."

koji bi trebalo da uljudno bude žut , ispred vas i da piše „Vozovi“.

No, no, no, the next one is actually blue, to your left,

Ali ne, sledeći je plavi, s leve strane, i na njemu piše „Hitrou Ekspres“.

and says "Heathrow Express."

I mean, it could almost be rather like that scene from the film "Airplane."

Mislim, to bi moglo biti poput one scene iz filma „Avion“.

A yellow sign? That's exactly what they'll be expecting.

Žuti znak? To je upravo ono što očekuju.

Actually, what happens in the world increasingly --

U stvari, sve češće se dešava u svetu -

now, all credit to the British Airport Authority.

svaka čast Britanskom aerodromu

I spoke about this before,

Već sam to spominjao,

and a brilliant person got in touch with me and said, "Okay, what can you do?"

jedna izuzetna osoba mi se obratila i pitala: „Šta možete da učinite?“

So I did come up with five suggestions, which they are actually actioning.

I stvarno sam izneo pet predloga, koje oni i sprovode u delo.

One of them also being,

Jedan od njih bio je i taj,

although logically it's quite a good idea

iako je logički gledano dobra ideja,

to have a lift with no up and down button in it,

da se uvede lift bez tastera gore i dole

if it only serves two floors,

ako opslužuje samo dva sprata,

it's actually bloody terrifying, okay?

to je prilično zastrašujuće, zar ne?

Because when the door closes

Jer kada se vrata zatvore

i više ništa ne možete da učinite,

and there's nothing for you to do,

you've actually just stepped into a Hammer film.

zapravo ste upravo ušli u horor film.

(Laughter)

(Smeh)

So these questions ... what is happening in the world

Dakle, vezano za ta pitanja šta se dešava u svetu -

is the big stuff, actually,

one stvarno krupne stvari,

is done magnificently well.

rade se izuzetno dobro.

But the small stuff, what you might call the user interface,

Međutim, male stvari, da kažemo korisnički interfejs,

is done spectacularly badly.

rade se iznenađujuće loše.

But also, there seems to be a complete sort of gridlock

Takođe, izgleda da postoji potpuni zastoj

in terms of solving these small solutions.

kada je u pitanju nalaženje ovih sitnih rešenja.

Because the people who can actually solve them

Jer su ljudi koji ih rešavaju

actually are too powerful and too preoccupied

zapravo suviše moćni i suviše obuzeti

with something they think of as "strategy" to actually solve them.

nečime što smatraju „strategijom“ za rešavanje problema.

I tried this exercise recently, talking about banking.

Skoro sam imao ovu vežbu, kroz razgovor o bankarstvu.

They said, "Can we do an advertising campaign?

Kažu: „Možemo li da napravimo reklamnu kampanju?

What can we do and encourage more online banking?"

Kako da podstaknemo onlajn bankarstvo?“

I said, "It's really, really easy."

Kažem im: „To je zaista lako.“

I said, "When people login to their online bank

„Kad se ljudi uloguju na svoj onlajn račun,

there are lots and lots of things they'd probably quite like to look at.

postoje mnoge stvari koje bi verovatno rado želeli da vide.

The last thing in the world you ever want to see is your balance."

Poslednja stvar koju bi želeli da vide je stanje na računu.“

I've got friends who actually

Imam neke prijatelje koji nikad ne koriste bankomate svoje banke

never use their own bank cash machines

because there's the risk that it might display

zato što postoji rizik da im se na ekranu prikaže stanje na računu.

their balance on the screen.

(Smeh)

Why would you willingly expose yourself to bad news?

Zašto biste se svesno izlagali lošim vestima?

Okay, you simply wouldn't.

Dakle, prosto ne biste.

Kažem: „Ako pretvorite 'stanje na računu'

I said, "If you make, actually, 'Tell me my balance.'

If you make that an option rather than the default,

u opcionalni, umesto podrazumevani izbor,

you'll find twice as many people log on to online banking,

videćete da će se duplo više ljudi ulogovati na onlajn račun,

and they do it three times as often."

i tri puta češće će ga koristiti.“

Let's face it, most of us -- how many of you

Da budemo iskreni, koliko vas tačno proverava stanje

actually check your balance before you remove cash from a cash machine?

pre podizanja novca sa bankomata?

And you're pretty rich by the standards of the world at large.

A vi ste prilično bogati po širim globalnim standardima.

Now, interesting that no single person does that,

Vidite, zanimljivo da niko to ne radi,

or at least can admit to being so anal as to do it.

ili barem ne priznaje da je u toj meri u analnoj fazi.

But what's interesting about that suggestion

Ono što je zanimljivo kod tog predloga

was that, to implement that suggestion wouldn't cost 10 million pounds;

je da njegovo sprovođenje ne bi koštalo 10 miliona funti;

it wouldn't involve large amounts of expenditure;

ne bi iziskivalo velike troškove;

it would actually cost about 50 quid.

zapravo bi koštalo oko 50 funti.

And yet, it never happens.

A, ipak, nikada se nije ostvario.

Because there's a fundamental disconnect, as I said,

Jer postoji suštinska nepovezanost, kao što sam rekao,

that actually, the people with the power

a to je da ljudi koji imaju moć

want to do big expensive things.

žele da se bave velikim skupim stvarima.

And there's to some extent a big strategy myth

A tu je i donekle veliki mit o strategiji koji je trenutno dominantan u biznisu.

that's prevalent in business now.

And if you think about it, it's very, very important

I kada razmislite, veoma je važno da se očuva mit o strategiji.

that the strategy myth is maintained.

Because, if the board of directors convince everybody

Jer ako odbor direktora ubedi sve

that the success of any organization

da uspeh neke organizacije

is almost entirely dependent on the decisions made by the board of directors,

skoro u potpunosti zavisi od odluka koje donese odbor direktora,

it makes the disparity in salaries

time se razlika u zaradama

slightly more justifiable

malčice lakše pravda,

than if you actually acknowledge that quite a lot of the credit for a company's success

nego kada bi priznali da velike zasluge za uspeh kompanije

might actually lie somewhere else,

možda zapravo leže na nekom drugom mestu,

in small pieces of tactical activity.

u finesama taktičkog nastupa.

Ali, ono što se zapravo događa...

But what is happening is that effectively --

and the invention of the spreadsheet hasn't helped this;

pri čemu rad u tabelama nije puno pomogao;

lots of things haven't helped this --

mnoge stvari nisu puno pomogle...

business and government suffers from a kind of physics envy.

privreda i država pate od neke vrste zavisti prema nauci.

It wants the world to be the kind of place where

Žele da svet bude mesto

the input and the change are proportionate.

u kojem će uloženo i promena biti proporcionalni.

It's a kind of mechanistic world

To je jedan mehanicistički svet

that we'd all love to live in

u kojem bismo svi voleli da živimo

gde je sve lepo postavljeno u tabelama,

where, effectively, it sits very nicely on spreadsheets,

everything is numerically expressible,

sve se može kvantifikovati,

and the amount you spend on something is proportionate

a iznos koji potrošite na nešto

srazmeran je stepenu vašeg uspeha.

to the scale of your success.

That's the world people actually want.

To je svet kakav ljudi zaista žele.

In truth, we do live in a world that science can understand.

U realnosti, živimo u svetu koji nauka može da razume.

Unfortunately, the science is probably closer to being climatology

Nažalost, nauka je verovatno bliža klimatologiji

in that in many cases,

jer u mnogim slučajevima,

very, very small changes

veoma male promene

mogu imati nesrazmerno snažno dejstvo,

can have disproportionately huge effects,

and equally, vast areas of activity, enormous mergers,

a isto tako, ogromni poduhvati, izuzetno velika spajanja,

can actually accomplish absolutely bugger-all.

mogu da apsolutno ništa ne postignu.

But it's very, very uncomfortable for us

No, za nas je prilično neprijatno

to actually acknowledge that we're living in such a world.

da priznamo da živimo u takvom svetu.

But what I'm saying is we could just make things

Ipak, želim da kažem da možemo da nam olakšamo stvari

a little bit better for ourselves

if we looked at it in this very simple four-way approach.

ako bismo ovo sagledali jednostavnim pristupom sa četiri ose.

To je zapravo strategija, i ne poričem da strategija ima svoju ulogu.

That is actually strategy, and I'm not denying that strategy has a role.

You know, there are cases where you spend quite a lot of money

Ima slučajeva kada potrošite dosta novca

and you accomplish quite a lot.

i postignete puno.

And I'd be wrong to dis that completely.

Pogrešio bih kada bih to potpuno osporio.

Moving over, we come, of course, to consultancy.

Dalje, naravno, stižemo do konsultanata.

(Laughter)

(Smeh)

I thought it was very indecent of Accenture

Smatram da je Aksentur veoma neprimereno

to ditch Tiger Woods in such

ispalio Tajger Vudsa

a sort of hurried and hasty way.

na tako brz i nepromišljen način.

I mean, Tiger surely was actually obeying the Accenture model.

Mislim, Tajger se zapravo pridržavao Aksenturovog modela.

He developed an interesting outsourcing model for sexual services,

Napravio je zanimljiv model eksternalizacije seksualnih usluga,

(Laughter)

(Smeh)

više nije bio vezan za jednog monopolskog dobavljača,

no longer tied to a single monopoly provider,

in many cases, sourcing things locally,

u brojnim slučajevima, robu je nabavljao na lokalnom nivou,

i svakako, mogućnost da dobije između jedne i tri devojke u bilo kom trenutku

and of course, the ability to have between one and three girls delivered at any time

led for better load-balancing.

dovela je do boljeg raspoređivanja opterećenja.

So what Accenture suddenly found so unattractive about that, I'm not sure.

Ne znam šta je Aksentur odjednom video tako loše u tome.

Then there are other things that don't cost much and achieve absolutely nothing.

Postoje i druge stvari koje ne koštaju mnogo i ne postižu ništa.

That's called trivia.

Zovu se trivijalnosti.

But there's a fourth thing.

Međutim, postoji i četvrta stvar.

And the fundamental problem is we don't actually have a word for this stuff.

I osnovni problem je što nemamo odgovarajuću reč za to.

We don't know what to call it.

Ne znamo kako da je nazovemo.

And actually we don't spend nearly enough money

A zapravo ne trošimo ni približno dovoljno novca

looking for those things,

tražeći te stvari,

looking for those tiny things that may or may not work,

tražeći one sitnice koje mogu da rade ili da ne rade,

but which, if they do work,

ali koje, ako rade,

can have a success absolutely out of proportion

mogu postići nesrazmerni uspeh u odnosu na troškove, uloženi trud

to their expense, their efforts

and the disruption they cause.

i dezorganizaciju koje stvaraju.

So the first thing I'd like

Dakle, prvo bih voleo jedan konkurs - za sve one koji ovo gledaju kao film -

is a competition -- to anybody watching this as a film --

is to come up with a name for that stuff on the bottom right.

za osmišljavanje naziva za tu stvar u donjem desnom uglu.

And the second thing, I think,

A druga stvar je, mislim,

is that the world needs to have people in charge of that.

da su svetu potrebni ljudi zaduženi za to.

That's why I call for the "Chief Detail Officer."

Zato se zalažem za „direktora za detalje“.

Every corporation should have one,

Svaka korporacija bi trebalo da ga ima,

and every government should have a Ministry of Detail.

a svaka vlada bi trebalo da ima ministarstvo za detalje.

The people who actually have no money,

Ljudi koji nemaju novca,

who have no extravagant budget,

koji nemaju ekstravagantan budžet,

but who realize that actually

ali koji shvataju da zapravo

možeš ostvariti veći uspeh kroz usvajanje

you might achieve greater success in uptake

of a government program

nekog državnog programa

by actually doubling the level of benefits you pay,

duplirajući nivo beneficija koje plaćaš,

but you'll probably achieve exactly that same effect

a verovatno ćeš postići isti efekat

simply by redesigning the form

jednostavnom promenom forme

and writing it in comprehensible English.

i pisanjem na razumljivom engleskom.

And if actually we created a Ministry of Detail

A kada bismo stvarno osnovali ministarstvo za detalje,

and business actually had Chief Detail Officers,

i kad bi firme imale direktora za detalje,

then that fourth quadrant,

tada bi ovaj četvrti kvadrant,

which is so woefully neglected at the moment,

koji je trenutno nesretno zapostavljen,

might finally get the attention it deserves.

mogao konačno da dobije zasluženu pažnju.

Thank you very much.

Hvala vam puno!

(Aplauz)