[0:00] This is Doug DeMuro, and today I'm going
[0:03] to talk through my six worst moments as
[0:07] a car YouTuber. The worst things that I
[0:10] love this job. It is absolutely
[0:12] wonderful and fantastic and rewarding.
[0:15] It is not always great and amazing.
[0:18] There have been bad things that have
[0:20] happened, and I'm going to walk you
[0:22] through the six worst things that have
[0:24] happened since I've done this job.
[0:30] >> Summer travel hits different when you've
[0:32] got the right car. And this summer with
[0:34] the World Cup packing airports across
[0:36] the country, the rental counter is going
[0:38] to be a mess. Long lines, picked over
[0:40] lots, and whatever car is left. There's
[0:42] a better way. Turo is the better way to
[0:45] rent whenever you need a car. With Turo,
[0:48] I can choose the exact car I want, pick
[0:50] it up where it's most convenient for me,
[0:52] and keep it for as long as I need. And
[0:54] renting a car on Turo is super easy.
[0:56] Type in your airport, filter for exactly
[0:58] what you want, SUV, all-wheel drive, EV,
[1:01] something fun, whatever, and book. You
[1:03] get that exact car, no or similar
[1:06] surprises. I'm going to Boston this
[1:08] week, and we've rented a Ford Focus RS,
[1:10] something actually fun and cool. And
[1:12] it's not just a Ford Focus or similar,
[1:14] it's actually the car that I want.
[1:17] So, for anyone traveling soon for
[1:19] summer, Turo is available at over 170
[1:21] airports across the US and Canada. You
[1:23] can also have it delivered to your home
[1:25] or hotel, saving you time and making
[1:27] things super convenient. So, this
[1:29] summer, rent a summer-ready car, not a
[1:31] rental car. Book yours at the link
[1:33] below.
[1:34] >> Okay, so the worst uh parts, worst
[1:37] moments of car YouTube. A couple years
[1:39] ago, I think I made a video about the
[1:40] worst things that have happened to me
[1:41] while filming. This one is a bit
[1:43] broader. I I'm really getting into like
[1:45] the stuff that that has specifically
[1:47] made this job hard, not just camera, you
[1:49] know, and and that kind of thing, but
[1:51] like really actually, like this is a fun
[1:53] job, and there's a lot of amazing parts,
[1:55] and you might not imagine
[1:57] uh as you the viewer that there are hard
[1:59] things but there have been. So I've kind
[2:01] of organized six
[2:03] rather difficult things. Some were very
[2:04] specific on this list and some are just
[2:06] a little bit generic and all
[2:08] encompassing of a time period or stuff
[2:10] that happened. So regardless these are
[2:11] my worst moments. It's It's been
[2:13] interesting to compile this list and
[2:15] kind of relive them. It's actually been
[2:16] a little bit cathartic to do so
[2:18] and to just talk about it a little which
[2:20] I'll do with you now. So I've actually
[2:22] more or less ranked these starting with
[2:25] court of the the less worse moments
[2:27] right on up to the worst moments I've
[2:29] had. Starting with the first one. For
[2:31] for years mean comments from people were
[2:34] very difficult. I don't think that you
[2:38] can truly understand how difficult it
[2:41] can be to deal with mean people on the
[2:44] internet unless you have spent time on
[2:47] the internet dealing with the general
[2:49] public like a YouTuber or a TikToker
[2:54] has. I think that there is a general
[2:56] thought among people that dealing with
[2:58] mean comments is hard and I think people
[3:01] have that feeling and I think there's a
[3:03] little bit of empathy towards content
[3:05] creators because of that. I don't think
[3:07] you can quite understand just how
[3:09] difficult it is unless you have actually
[3:12] done it. It is especially hard when you
[3:14] are little and when you are trying and
[3:17] when you are starting off and when you
[3:19] are uncertain and anxious and you're
[3:21] confused about what to do to get biting
[3:26] difficult mean rude comments from people
[3:29] who are faceless. People who are total
[3:31] cowards unwilling to show their name or
[3:34] show their face or say who they are.
[3:36] And on Twitter when I used to use
[3:38] Twitter I stopped replying to people who
[3:39] didn't have a location in their Twitter.
[3:41] It's like you're not a real. I don't
[3:42] believe it. Because I just it was just
[3:45] like you are so anonymous that I just
[3:47] don't I'm not going to do it. And I
[3:50] don't think people understand how hard
[3:53] that can be. Now, it is easy for me now
[3:56] to do it. I have made a lot of money. I
[3:59] have gotten a lot of views.
[4:00] I have gotten validated that I'm good.
[4:03] Like so no matter what people say, it
[4:05] isn't going to change it isn't going to
[4:07] be able to reframe that I know that I'm
[4:09] good, that I'm successful. I got 2
[4:11] billion views. To this day I still get
[4:13] people who say, "Doug DeMuro is the
[4:15] worst. He's so terrible. He has horrible
[4:17] car reviews." I'll read this stuff and
[4:18] it's like, "Well, 2 billion people.
[4:21] 2 billion views on my content."
[4:24] I'm not saying you're wrong,
[4:27] but I'm also saying like I think I I
[4:29] think maybe it doesn't appeal to you,
[4:31] right? But there are people AND THERE'S
[4:34] A LOT OF THEM.
[4:36] And I've tried to make that point
[4:38] mentally to myself when I get those
[4:40] comments. And I don't even have to make
[4:41] the point to myself anymore because it
[4:43] doesn't worry me. I don't get hurt by it
[4:46] anymore. But there was a time when it
[4:48] was tremendously difficult not to let
[4:51] things like that have an effect on
[4:53] myself, on my psyche. There were very
[4:56] dark days. There were very hard moments
[4:58] where you're thinking about as a
[5:00] creator, you're getting a small number
[5:03] of views on this article, on this video
[5:05] and you're thinking, "Should I give up?
[5:07] Should I stop doing this?" And you get a
[5:09] bad comment that is said in a mean way
[5:11] by someone and you're it just sends you
[5:14] even further down that spiral. And um
[5:17] >> [snorts]
[5:17] >> it's tough.
[5:19] It really really really is tough. And
[5:22] those some of those early days and some
[5:24] of the mean stuff that was said, I think
[5:26] a lot of people just don't um
[5:28] view content creators as real people. I
[5:30] just straight up. I think that's the
[5:32] wholesale truth is that a lot of people
[5:33] just think they can say mean stuff
[5:35] because this guy's on a screen and he it
[5:37] doesn't matter. He's not a person. He's
[5:39] not a person that I know. And you see
[5:41] this on Reddit. Every single month on
[5:43] the Reddit and the cars section there is
[5:45] a post, "Which car YouTubers do you
[5:48] hate? And even though there are strict
[5:50] rules in that section about saying mean
[5:53] things and being offensive and bad
[5:54] language toward your fellow Redditors,
[5:57] it's totally okay for thousands of posts
[6:00] to come out saying trashing me and all
[6:02] of my friends. Some of whom use Reddit
[6:04] are right there in the post.
[6:06] Uh it's totally okay because the
[6:08] moderators and the users have decided
[6:10] that these are not real people and that
[6:12] it is okay for for very mean things to
[6:15] be said. And it's I'm not just talking
[6:16] about like, oh, I think he could have
[6:18] done this better. Oh, I think I'm
[6:19] talking about some of my fellow viewers
[6:21] get comments about their weight. All of
[6:23] us get comments about our voice. We all
[6:26] have annoying voices. It's tough. And um
[6:29] you know, the way they look, the way
[6:30] they act, the stuff they say. You make a
[6:33] word mistake, a verbage mistake, and you
[6:36] are pounced on.
[6:38] Um it's hard. Sometimes that stuff is
[6:40] really hard. And for years that was hard
[6:41] for me. And those are some of my worst
[6:43] moments. I think back some of those
[6:45] early days and some of my lowest,
[6:47] hardest, most difficult moments. On that
[6:49] subject, another one that is difficult
[6:52] as a car YouTuber, as a YouTuber in
[6:54] general, is when you get stuff wrong. My
[6:56] videos are tough, uh especially for
[6:58] this, because my videos were, are, will
[7:01] be, have always been more heavy on
[7:04] information than other car viewers. I am
[7:07] consistently impressed when I watch a
[7:10] lot of other car reviewers by how much
[7:12] they can skate by talking about feel and
[7:15] experience, and people still watch,
[7:18] whereas I have to you know, in my
[7:19] videos, my format, I spend 20 minutes on
[7:21] like this button does this, this does
[7:23] this, this was designed this way because
[7:25] of this, X, Y, and Z. I am very fact
[7:28] heavy, and I am a lot less experience
[7:30] heavy. Reminded of that famous Katy
[7:32] Perry line where she says, "In my next
[7:34] life, I'm going to come back as Ed
[7:35] Sheeran, who just gets up on the stage
[7:36] with a guitar and sort of strums." And
[7:38] she's like in a costume, has learned 50
[7:41] different dances, there's fireworks
[7:42] going off. And that's kind of sometimes
[7:44] how I think about it. It's hard when you
[7:46] get stuff wrong
[7:48] because you're pounced on immediately.
[7:50] You know you messed up. It's hard to
[7:52] mess up. It's sad. It's difficult. And
[7:54] you're pounced on in a way that isn't
[7:56] just like, "Hey, you messed this up."
[7:57] You're pounced on like, "This I can't
[7:59] believe you're so stupid. You know
[8:00] nothing about cars. You're a complete
[8:02] idiot. You're terrible." The well,
[8:04] actually crowd comes out for basically
[8:07] every video. Although most of the stuff
[8:09] they say I find it completely
[8:10] irrelevant.
[8:11] Often they come out when I'm not even
[8:13] wrong. It's like, "Well, actually you
[8:15] didn't mention that the history of the
[8:17] fender vent goes back to the 1931
[8:19] Footmobile." And it's like, that wasn't
[8:21] what this video is about. But sometimes
[8:23] you'll get a whole commentary and be
[8:24] like, "Dude, misses everything now." And
[8:26] it's like, I only have so much time.
[8:29] Um when you are wrong, it's hard. Your
[8:33] accuracy is important, especially for me
[8:35] in my videos. Accuracy is important.
[8:37] Years ago when I didn't have a big
[8:39] audience, it didn't matter as much. Now
[8:40] I do. A lot of people are watching and
[8:42] you can't make mistakes. And I got to be
[8:43] honest, I've refined my process to the
[8:45] point where I do not make a lot of
[8:46] mistakes. It has taken a long time to
[8:49] get refined to that level and it is
[8:51] difficult. But it still happens
[8:53] sometimes and it is still always hard.
[8:55] You're hard on yourself and then in
[8:57] addition to that, the commenters are
[8:59] really really hard on you. And it's not
[9:01] polite. They're not like, "Oh hey, you
[9:04] messed this up." I sometimes I'll watch
[9:06] a video with one of my colleagues, my
[9:08] YouTube colleagues and I'll hear
[9:09] something they've said wrong and I think
[9:10] to myself, "Oh man."
[9:12] I just know what you're going to get in
[9:14] your comments if I scroll down. I'm not
[9:16] going to say anything. I'm not even
[9:17] going to text you.
[9:19] Um
[9:19] cuz I already know what you're feeling.
[9:21] Okay, next one, hardest moments as a
[9:23] YouTuber. This was an actual moment and
[9:25] it happened since that last video I did
[9:26] where the hardest things have happened
[9:28] to me filming. Uh new 4Runner. Great
[9:31] car. Love it. The new 4Runner, they
[9:33] launched it here in San Diego as a press
[9:35] launch and uh didn't go on the press
[9:37] launch. I a kids. I don't like stay two
[9:39] nights at a hotel to have dinner with PR
[9:40] people. But, I did go down to the hotel,
[9:42] and I picked up a 4Runner, and I and I
[9:44] filmed a video with it. The 4Runner
[9:46] video is very important. This is a very
[9:48] popular car. It was my first drive with
[9:50] the car. It was anybody's first drive
[9:51] with the car. It was a big deal getting
[9:53] this video. Toyota had carved out four
[9:55] good hours for me with the car that I
[9:57] could do this. It's great.
[9:59] Uh did the whole video, filmed the whole
[10:00] thing, drove back, dropped off the car,
[10:03] came home, put the video on my computer,
[10:06] and found out that it did not write to
[10:08] the memory card. Now, when it's a press
[10:11] car, and I have it for a week, uh when
[10:13] it's a car in our office, the cars and
[10:15] Bids Cars that are there for months, it
[10:18] sucks when it doesn't write to your
[10:19] memory card. It's never happened. But,
[10:21] it sucks because you did all this work,
[10:23] but you just go film it again the next
[10:24] day. It's just sitting there waiting for
[10:26] you. This car was the press launch. They
[10:28] had carved out 4 hours for me, and I had
[10:30] used all 4 hours. I called Toyota.
[10:32] Please I
[10:34] It didn't write to my memory card. I'm
[10:35] so sorry. I screwed up. Graciously, they
[10:38] gave me a car for a little while, not
[10:39] quite as long. They didn't have it as
[10:41] long because I had gone over my
[10:42] allotment. That was hard. I had to film
[10:44] the entire video again. That's a tough
[10:47] one, especially because that was on a
[10:48] weekend, and I remember I woke up at
[10:50] 8:00 a.m. on
[10:51] Weekends are for my kids. I don't do any
[10:53] car stuff. I don't do any video filming.
[10:55] Weekends are for my kids. Waking up at
[10:57] 7:00 a.m. to go to the hotel to get the
[10:58] car, and be done by noon, back hanging
[11:00] out with my kids, instead I finish at
[11:01] 3:30, having filmed two videos of the
[11:05] same car. That's hard. That is hard.
[11:08] That is legitimately difficult as a
[11:10] content creator when that happens. That
[11:12] was the first time to me it had ever
[11:15] happened. I've been doing this for 13
[11:17] years.
[11:18] Um so, I got lucky, and I got lucky that
[11:19] they still had time for me with the car.
[11:22] Uh but, that is a tough blow when you go
[11:24] to the computer, and you realize, "Oh,
[11:26] no. It didn't write." That is just
[11:28] discouraging, and difficult, and hard,
[11:31] and taxing in the worst ways. And I'm
[11:34] lucky again that I'm big enough and far
[11:36] enough along in my career that I'm just
[11:37] like, "Hey, it's part of this. I can
[11:39] just do it again." But if I'm a small
[11:41] YouTuber and I've put a lot of work and
[11:42] effort into a big video and that happens
[11:45] and this is a make or break video, my
[11:47] channel's growing, maybe this will do
[11:48] well, maybe it won't. Man, talk about
[11:50] discouraging. That is a just incredibly
[11:52] frustrating moment. Okay, next up, I
[11:55] guess this is number three on my list of
[11:58] frustrating
[12:00] difficult moments as a YouTuber. I've
[12:02] talked about this one a little bit here
[12:03] and there. I'm not going to get too far
[12:05] into it, but there was a time on my
[12:08] channel where I flew to Australia to
[12:11] review a series of cars that I was
[12:13] promised to review. And when I got
[12:16] there,
[12:18] the dealership, Dutton Garage, reneged
[12:22] on me filming those cars. The Australia
[12:24] thing wasn't that big of a deal because
[12:26] I was going on my honeymoon to New
[12:28] Zealand at the same time. And so I
[12:31] tacked two extra days on to my honeymoon
[12:34] at the start
[12:35] to go to Australia and film videos with
[12:38] these cars. And what happened was I got
[12:41] there and supposed to film the videos.
[12:43] It was a pretty serious list. The reason
[12:44] I go into Australia, Dutton Garage has
[12:46] some really serious cars and it was
[12:49] going to be a really serious list of
[12:50] cars and I showed up and it was like,
[12:52] "Oh, no, actually we're not going to
[12:53] We've agreed to this, but we're not
[12:55] actually going to let you do it." I
[12:56] learned a lot of lessons there. I
[12:58] actually don't, believe it or not,
[12:59] harbor ill will at this point anymore to
[13:01] Dutton Garage. I still was able to film
[13:03] a really good tour video of the Ferrari
[13:06] Enzo, which was really popular and
[13:08] remains really popular. And we also
[13:10] pivoted so I could do a Maybach S-Class,
[13:13] I think I did as well. But I was
[13:15] supposed to do like an Enzo, an EB110,
[13:17] other really serious cars that I was
[13:19] able to get later in various other
[13:21] places, but you know, I went all the way
[13:23] there. And I actually left a day early,
[13:26] which I've never done before and I left
[13:28] angry, which I've never done before. I
[13:29] left
[13:31] with some very unkind words to say to
[13:33] their people
[13:34] about what they had done. And there was
[13:36] a lesson there. The guy who was the head
[13:39] of social media had kind of been told
[13:40] that I could do this, had promised that
[13:42] I could do this. We had sort of set that
[13:44] up, and then when I got there, the guy
[13:45] who actually runs the dealership was
[13:46] like, "Nah, can't do it." And I learned
[13:49] like, "No, you got to go to number one,
[13:50] and you got to get real approval from
[13:52] real people to do this if you're going
[13:54] to devote time." And I lost that time,
[13:56] and that was hard, and I lost the first
[14:00] I didn't get to go on my honeymoon with
[14:03] my like to my honeymoon with my wife. I
[14:05] picked up at the airport in a Ford
[14:07] Ranger. It was fine,
[14:09] but that was annoying. And that was a
[14:11] tough moment, and it was a good learning
[14:13] experience, I think, for everyone
[14:15] involved in that video.
[14:17] And that was that was a hard thing that
[14:19] happened. Next up, number two hardest
[14:22] moment as a YouTuber moments has been
[14:24] working when
[14:26] life sucked.
[14:29] I
[14:31] have put out
[14:33] >> [snorts]
[14:33] >> videos more consistently
[14:37] than anyone else in this space, pretty
[14:40] much. Two videos every Tuesday and
[14:42] Thursday. I've probably stuck to that
[14:44] schedule for 12 years
[14:47] uninterrupted. Sunday videos more or
[14:50] less the same. When when I have not put
[14:52] out Sunday videos, it hasn't been
[14:54] because I didn't make one. It was
[14:56] because we were pivoting our strategy or
[14:58] whatever but
[14:59] more or less, I have had this format,
[15:01] and now we have a podcast.
[15:03] And there are no days off.
[15:06] Ever.
[15:07] There are no misses of Tuesdays and
[15:09] Thursdays. I have moved cross-country. I
[15:12] have had two children. I have had
[15:15] weddings,
[15:16] my own wedding and friends' weddings
[15:18] that I've been in. I have traveled
[15:19] globally around the world, literally, in
[15:22] 19 with my wife, and there are no
[15:24] misses. There are no days where I was
[15:26] not posting on Tuesday and Thursday. And
[15:28] if you really think about the level of
[15:30] effort that's required with that, it
[15:33] really is a big effort. And it is not
[15:36] always easy to be in the right frame of
[15:38] mind. Uh there are days when I am sick,
[15:41] when I am physically sick, when I have
[15:43] lost my voice, and you can tell cuz I
[15:46] lost my voice, when I am barely able to
[15:48] get out of bed, but I have to shoot the
[15:50] car cuz it's a press car and it's going
[15:53] back tomorrow, or because I look at my
[15:55] calendar and there is not another day,
[15:57] or because I have promised X, Y, and Z
[15:59] person that I will be there that day
[16:01] then. I don't miss. If I schedule it,
[16:05] I'm there, I'm doing it. It is not But
[16:08] when I make the schedule, I do not
[16:10] necessarily know how my frame of mind
[16:12] will be, and sometimes it's hard. And
[16:15] the the video that most comes to mind,
[16:16] I've talked about it here and there
[16:17] before,
[16:19] um I filmed a Genesis review uh the day
[16:21] that I learned that my wife and I had a
[16:22] miscarriage. And it was hard.
[16:25] Um my wife's there at home struggling.
[16:29] I got to film.
[16:31] Um and
[16:34] you know, that's tough.
[16:37] Um that was tough. That was a tough day.
[16:39] I still remember it. I still remember
[16:41] being there in that parking lot with
[16:43] this knowledge, I got to finish this.
[16:45] I'mma get home to her, but I got to
[16:46] finish this.
[16:48] And
[16:50] or you film 12 days in a row and you're
[16:52] exhausted.
[16:54] Or it's your wedding tomorrow. Like, you
[16:57] got to do it.
[16:58] And um
[17:00] I'm lucky now that my schedule has
[17:03] changed to the point where I don't edit
[17:04] my own videos
[17:06] uh anymore. I don't do a lot of the
[17:07] stuff that used to be annoying. I don't
[17:09] usually travel for content. And so, my
[17:11] flight my schedule is more flexible. I'm
[17:13] able to get these videos done without as
[17:15] much trouble. But that wasn't always the
[17:16] case, and I've only gotten to this point
[17:18] because a lot of years spent in the
[17:20] other point where if it was my birthday
[17:23] and I had to shoot, I was shooting. If
[17:25] it was the day after my wedding and I
[17:26] had the right video needed to be done, I
[17:28] was doing it. If it was a miscarriage,
[17:31] if it was a sickness, if it was my child
[17:33] is sick, he's home from school,
[17:36] I'm shooting. That's been hard.
[17:38] That's been legitimately hard. Working
[17:40] while life sucked has definitely been a
[17:42] hard part about this job. But, to me,
[17:44] the very number one worst thing that has
[17:47] ever happened, my worst moment as a car
[17:48] YouTuber, is the time that I damaged a
[17:50] car. This happened one time. I have
[17:52] filmed I got to be honest, credit to
[17:54] Doug, I have filmed almost 2,000 car
[17:57] reviews in one way or another. And I've
[18:00] only damaged one car in the entire
[18:02] history of my channel. And it's actually
[18:06] kind of funny because I get criticism
[18:07] for sometimes for the way I treat my own
[18:09] cars. People come to me, "Your car is
[18:11] dirty."
[18:12] Folks, you don't understand how careful
[18:14] I am with cars day in and day out.
[18:16] >> [laughter]
[18:17] >> Like, my personal cars, I am not as
[18:19] careful with because I just don't have
[18:22] the mental energy. I pride myself when I
[18:25] film videos, I return the car in the
[18:27] exact condition and order I found it,
[18:30] with the only change being that there is
[18:32] a suction cup mark on your windshield
[18:34] from where I stuck my camera. Other than
[18:36] that, the car is the same. If you turned
[18:39] it If you gave it to me and the roof was
[18:40] up, I demonstrated the roof going down
[18:42] or me lifting it off or whatever, but I
[18:44] return it to you roof up. If you gave it
[18:46] to me and you had a bunch of crap in
[18:48] your trunk, but I needed to show the
[18:49] trunk, I took all your crap out, I shot
[18:52] the trunk, I put all your crap back in.
[18:54] That's what we do. And one time I was
[18:58] filming a car at a dealership. Uh this
[19:00] was a Rolls-Royce that had self-opening
[19:02] doors. The door opened and bumped into a
[19:05] wall. And um
[19:07] self-opening doors are really stupid,
[19:10] really stupid. They're especially stupid
[19:12] when they don't have a sensor to stop
[19:14] themselves from opening too far. It's
[19:16] actually one of the dumbest features
[19:17] ever. But in this case, regardless of
[19:20] the stupidity of it, I should have known
[19:22] and should have been aware. And the door
[19:24] opened and you know, creased itself.
[19:26] This was a brand new Rolls-Royce a long
[19:28] time ago. And I had to report, "Oh my
[19:30] god, I damaged your car." And the dealer
[19:31] was incredibly nice about it. "Dude,
[19:34] don't worry about it. We'll get it
[19:35] fixed. Not a problem. No big deal." But
[19:37] that was a really hard moment. That
[19:39] whole weekend I was like, "I can't
[19:41] believe I did this. This is the worst
[19:43] thing. This is the worst thing I've ever
[19:44] done. This is horrible."
[19:45] Um that's tough. Especially cuz I've
[19:47] never done it before or since.
[19:50] Overall, this job is great. It's the
[19:52] best. It really is. It is truly
[19:54] wonderful. It is both a passion and a
[19:57] life enjoyment and also a career. And I
[20:01] truly love that going to work every day
[20:04] is fun and awesome and exciting. And 13
[20:08] years and 2 billion views later, I am
[20:11] still just as excited every single day
[20:15] about doing these videos as I always
[20:17] have been. But it is not always sunshine
[20:20] and wonderful and easy. There are hard
[20:23] things.
[20:24] Um nonetheless, I consider myself very
[20:26] lucky even when it's hard. You know,
[20:28] that day where I damaged the car or that
[20:31] day where we had the miscarriage and I
[20:32] had to still shoot. I'm thinking to
[20:34] myself, "This really sucks. This is
[20:35] hard. I'm sick and I'm still here. But
[20:37] it could be worse. I could be sick or
[20:40] having a miscarriage and I could be
[20:42] delivering packages in Toronto in the
[20:44] winter, you know? I could be There's a
[20:46] lot of stuff." So even when it is hard
[20:49] and even when people are saying nasty
[20:50] things, you know, people say nasty
[20:52] things at the airline ticket counter.
[20:53] And I'd rather be hearing nasty things
[20:55] when I'm making car reviews than there,
[20:57] you know? So I still consider myself
[20:59] incredibly lucky and I'm still
[21:00] incredibly thrilled to have this job
[21:02] even though, yes, there are definitely
[21:04] times when it's hard and those are some
[21:06] of my hardest moments.