Educating the Motorist for Higher Approval

There is a direct positive correlation between how much his shop is able to educate customers and the amount of work they approve. We are breaking down motorist education on today’s episode of The Digital Shop Radio, specifically:
– Taking sales pressure off the SA
– Improving credibility and transparency to your customers
– The metrics behind it
– Making more $$$$ (higher approval)

Episode Transcript

*This transcript was generated using Artificial Intelligence. Errors may occur. If you notice an error, please contact [email protected].

Tom Dorsey (00:00:03):
Good morning and good afternoon. Welcome to this week’s edition of The Digital Shop Talk Radio. I’m Tom Dorsey joined by my co-host, Uwe Kleinschmidt, and we’ve got a great show for you today. Remember it’s part five of our 10 part series on transitioning to a digital shop to achieve dreams you never thought possible. Grow your ARO, grow your weekly revenue, grow your business, whatever your goals might be. This is a show for you to be involved in and we’ve got a great show for you today. We’re going to be talking about how do you use education and not just videos and the pictures that the digital inspection provides, but how do you educate, set the motorist expectations before the drop at the drop through the service experience, post service experience with your follow up, really adding that educational customer service experience to get higher approval rates, keep ’em more loyal to your business.
(00:00:56):
And we got two great shop owners, actually two great NAPA shop owners coming in to join us today. We got Donnie Hudson from Troy Auto Care in Troy, Michigan, right outside of Motor City. Welcome Donnie Hope everythings going well. Welcome. Thank you. Happy and honored to be here. Yeah, man, really glad to have you on. Finally been looking forward to it for a long time. Partner. Well, thanks Tom. Appreciate it. And you guys might remember Tyler Hubbard, Tyler was actually on our first episode ever of the Digital Shop Talk. Radios hard, I believe Tyler’s been 70 episodes ago, man. There we go. Thanks for coming on. Not a problem. Then there he goes, some background cameo. That’s the way I like it. Mic drop and leave. It’s all uphill from there. Once you got that type of an intro, Dustin on the graphics in the polls and producing the show, and we really appreciate Dustin’s got us a good prep for today.
(00:01:53):
And so we really want to kind of jump right into it and what we’re going to be talking about today and make sure you got a pad and paper in front of you and a sharp pencil because you’re going to have some takeaways. And the big takeaways that we want you to focus on today is really how do you establish that expectation for your customer? And we’re going to have Tyler and we’re going to have Donnie telling us how they do it and you get an insight from a couple different shop owners and you can compare to how you guys are managing these things, but really prep them for what’s to come, prep them for that digital inspection approval process and how do you educate them, how do you set those expectations? And then what we like to call the Amazon rule, and we’ll dig into it a little bit, is how do you, and this is hard to do, right?
(00:02:38):
This is one of the things that’s hard to do and it’s one of those process changes that become difficult, especially if you’ve been doing it for a long time, right? But that’s how do you prep your story? Remember we’ve been talking about it in this series is how do you get the rough draft from the text? How do you publish, edit and get it ready for publishing and then publish that story out to your customer and then you got to wait for ’em to buy it. You got to wait for the books to start moving off the shelf. You have to resist picking up the phone and calling them and running the same old tired sales process that you did when you were analog or paper-based. So the big takeaway there is apply that Amazon rule, set yourself up for success, get that information out there and then you got to kind of let it marinate, right? You got to wait, you got to let it do its work. You got to let that education sink in. You got to let ’em start to formulate their understanding and their second questions. Then we get that contact and then it’s a much shorter conversation with much higher approval rates. Would you guys agree? I mean does that sound like a magic formula for success and one that you’ve been applying?
Uwe Kleinschmidt (00:03:46):
Yeah, absolutely. Oh definitely.
Tom Dorsey (00:03:47):
Right. So fantastic. Let’s jump right into it. What do you want to pick it up? And I like your explanation of, and really the insights when we talk about what’s so effective about that Amazon rule, about really setting up that motorist interaction and then letting it do its work.
Uwe Kleinschmidt (00:04:11):
Sure, thank you. Of course, we all are consumers and there’s probably nobody in the audience right now who’s not using Amazon. If you all please, I would love to talk to you, why not? But what we all experience is really we have now this freedom to sit in front of a screen, have all the time we want to, and use the information presented to us to make decisions. There’s nobody influencing us in that moment. And that started with books, if you remember that it has been a while ago. And then Amazon turned that into now a whole huge network of literally anything because it took them a long time to figure out how to make us browse. And as we browse products because we’re still talking products, not services yet I want to add, but products and make decisions and buy and they have it down now and we got all you can say conditioned to do that.
(00:05:39):
Every online shopping website gives me plenty of opportunity to browse a product, make a decision and define when I do it and how long it’s going to take me. That’s my choice in my control as a consumer. Somebody coined the statement we as consumers want to buy not being sold and that’s the short form of what we’re trying to say and that’s something completely different. Then getting interrupted by a phone call while sitting at work or at home, put my mind to a different topic and be in listening to what is mostly a sales pitch.
(00:06:33):
And so lots of service advisors who grew up this way and have been doing that for dozens of years now have a challenge to switch a little bit. But I’m highly confident because again, we are all Amazon consumers. We have that habit already as second nature and the more we can help as AutoVitals and as sharp to give the motorists the right online experience, the higher the approval it will be. There’s no doubt about it anymore, right? Probably four or five years ago we would’ve said, is it really working? Is it not just all smoke and mirrors In the meanwhile, we know it’s not. It works.
Tom Dorsey (00:07:21):
Amazon did a lot of that work and actually really what’s happened is Amazon has conditioned the market, right? Yes. Regardless, Amazon kind of grew to this customer experience over time and through a lot of data on millions and millions of transactions to figure out, hey, if we give them the reviews right here, if we let ’em see comparable products, if we give them this information and specs and they’ll consume this stuff and they’ll stay on the page and then they’ll do enough of the research to where boom, they put it into add it to the shopping cart. And Tyler, when we first had you on, that’s exactly what we came on to talk about, right? It was right after conference and you guys had gotten some epiphanies and some takeaways there and you went in and you saw amazing results. It was something like a hundred dollars ARO increase over a couple of months and it’s not like you guys were fresh in the game, right? You’ve been around, you knew what you were doing. And to put on that type of an increase is pretty spectacular. In that year, gosh, it’s been about a year and a half. How have you worked on implementing that Amazon rule process? Do you find yourself fighting to go back to stop, pick up the phone and try to call them? Or are you still got a really solid process on waiting for that phone call to come in and how’s that working for you?
Tyler Hubbard (00:08:40):
Yeah, I mean I think first things first, it’s really getting it in the consumer’s hand and letting them digest it. And the other thing too is I think the setup at the beginning, and it’s repetitive and I mention it numerous times and I mention it when they call in for the appointment and when they come in and drop it off, this is the process that we’re going to go through. This is how we are going to get you the information. This is what we would like you to do, what we feel works best for you as far as your process, your understanding. Can you please go through the link? Can you please review anything? And then at that point, call us. We can answer any questions and go through estimates. And we reiterate it numerous, numerous times. And before that meeting I was probably still stuck in my ways in a lot of ways as far as the old way, the old process goes, the old sales process and now it’s more of them coming to me, these are my questions about the information I received. These are the answers I would like to get. And it’s a lot easier process. I’m not trained to answer all questions, I’m just answering the questions you have for me as a consumer, which sometimes some people might have these questions and some people might have different questions and they’re bringing those to me. So it’s a lot easier process
Tom Dorsey (00:09:59):
Showing. So especially let’s say you got a new customer comes in, are you showing ’em a printout of a digital inspection? You have it loaded up on a monitor, you show it, give them a step walkthrough on how to engage with that once they receive it?
Tyler Hubbard (00:10:15):
Sometimes yes, sometimes no. I mean if I do, typically I do it on my phone.
Tom Dorsey (00:10:19):
Oh yeah, yeah, great. It’s
Tyler Hubbard (00:10:20):
Just easier. They’ll see it. I can go through it that way. Most of the time people are so savvy anymore you don’t really need that’s, hey, you’re just going to get a link and click on it and then they open it up and they kind of start going from there. I mean most people get it at this point in time. Granted there are some customers that might need to spend a little bit more time with them and even once my 20 minutes is up and I need to give ’em a call and maybe they haven’t seen it yet. Well, I got questions as far as going into it. Okay, can you pull it open on your phone now go through it and call me back when you get an opportunity. Most people get it.
Donnie Hudson (00:10:58):
How was it change for you? Oh, sorry, go ahead.
Tom Dorsey (00:11:01):
I was just going to ask Donnie, Donnie, are you guys doing kind of the same type of process on intake, especially with a new customer? How are you setting them up for what’s about to happen?
Donnie Hudson (00:11:12):
We actually kind do the same thing. We don’t actually pull up a DVI and show them, although that’s a good idea and I wrote that down. I’m taking notes too. But our process is a little bit different. We go through the customer, what’s going to happen, exactly what’s going to happen, how their communication’s going to happen, and then we’ll ask them if they would like us to phone or once they get the report if they want to call us. And we always lay out the groundwork so when they’ll know exactly how the separate way, okay, I got my digital vehicle inspection, lemme click, let me open it. Have any questions. But nowadays, you’re right, the best consumer you want is an educated consumer. People are spending more time at home. So what we have noticed is when we’ve been sending reports out, it’s not been like a 15 or 20 minute turnaround time.
(00:11:59):
It’s been 30, 40 minutes because people are going online and researching what you’re saying and they’re also researching the DVI, they’re coming up with questions, lots and lots more questions we ever used to get once we sent the DVI out, the service advisors are answering all kinds of questions, different, what does this do and how does this work? And it’s been absolutely wonderful. It’s an educational tool and they’re happy to get it. Incredible. The other thing is we’re talking about dvi, I’m talking about, so our other shop at I care too, and I have four phenomenal women on the counters, young girls, they’re service assistants. They know how to talk to customers, they’re tech savvy. They’re better than I am. So I hear them in my office and we have a used car lot that we deal with and when we took over the other shop, they tried to sell and we gave him their first digital vehicle inspection, the owner of the shop said, what is this?
(00:12:54):
This is, well, we inspected your car. He absolutely loved it. So he includes that DVI, we have his own custom logo. AutoVitals helped me design that and he sells that to every single car that we inspect for him. Two things happen. Number one, the customer’s happy, they got a complete vehicle history, other vehicle before they bought it. And number two, I just gained a new customer because where are they going to bring that car back? They’re going to bring it back to me. But it’s been a phenomenal process and I agree with Tyler. I’m still kind of stuck on the same old, my brother Frank’s worst, he’s always on the phone with customers. I still like didn’t the call customer call come back in? It’s been 20 minutes. We sent they call and my service like chill, we got this Donnie, they’ll call and then we will give him a reminder call if not, but the process has just been incredible. Absolutely incredible.
Tom Dorsey (00:13:43):
Yeah, I know you were going to come in and it’s really, it’s creating that transparency and allowing them to see not only what that process is and what the expectations are coming up. What do you need me to do in an hour from now? Because I may be in a dentist chair or so I might be able to shuffle my day around so that I’m available to you. And if I know that it’s coming in, I’m ready for it and I get faster response rate, right? Faster approval rate. Ultimately when you do it, and really that was a brilliant point, Donnie is really because that’s exactly what happens. If you can get them to a point where you make ’em curious and then whoop, there they go. They’re now lost on the internet all day and maybe they’re on your competitor’s website getting all that educational information and that’s the last place you want.
(00:14:32):
So you really need to think about that story that you’re publishing and you’re getting ready to send out to your customer needs to answer those questions, right? Anticipate those questions and then that educational content, those videos, and that can take a lot of different ranges. It could be a video that AutoVitals provides or your NAPA service assistant, your NAPA digital service videos are great. Or it could be a video you shoot on your phone that’s you in your shop talking directly and you just host it up on YouTube. However, whatever’s going to work best for you and how you want to communicate with that market is how you should apply that information. But the most important part is that it answers those anticipated questions. Why? Because to Donnie’s point, it keeps ’em from Googling, it gives ’em all the stuff they need to know to make a decision. Right Now I approve Donnie, thank you for that information, right? It’s convenience.
Uwe Kleinschmidt (00:15:31):
Yeah, I want to go a little bit more into that if that’s okay. It’s simply our behavior as consumers. Just for anybody in the audience who still doubts this is a good thing to do because it’s kind of counterintuitive for every season service advisor we had the luck of having one shop where the two service advisors basically did a completely different process. So they followed all the procedures to the T. The numbers told us they follow what the boss told them, but one had $4,000 higher weekly revenue than the other one with less cost. The big difference was the motorist research time was more than twice as long than for the other person. And so I went to the shop owner and said, you need to watch and listen to what your service advisors are doing on the phone. There must be a substantial difference and what allow it was so one service advisor took the Amazon rule too hard, was waiting for the phone call, the other service advisor was calling out, did the traditional process kind of applied sales pressure and mentioned at the end, have you looked at the inspection results day and night?
(00:17:19):
And so as you do, we see that here on the picture. So you see the weekly revenue, the difference of 3,600 here, but you also see the hours sold per day between nine and 12, three hours sold more per day.
(00:17:43):
That’s the difference. What we are talking about, this is not just we come up with some new university topic here. This is real stuff with real results and why, I want to go back to what you guys were talking about three years ago probably or five. It was all about who can I talk to in my friend’s circle or family who claims to know about cars, right? Yep. And that’s gone. You go to Google and so that’s to a degree, which is also for the shop sometimes scary. So I give you one example. Five years ago if you said we have to replace the timing belt and I don’t know how many people actually know what a timing belt is, they would’ve asked you, right? Nowadays, no. Well I can just Google what a timing belt is and you don’t know that they don’t know. You hang up, you think you have done your education and then they Google the timing belt and you just told them it’s 750 bucks. And then what do they find? Oh, it’s a rubble band for 150.
(00:19:08):
So who is now connecting the dots between the 150 and the 750? You leave it up to Google to basically close that gap. And so transparency is the ability to compare and that can be scary. And so some still say let’s not allow to compare. The service advisor should explain it on the phone. It needs to be our message, the shop’s message. We want to kind of control the message. And the other one is encourage to compare. In other words, the more here’s the other good thing which is going for us, Google is a great thing, right? Lots of information, huge blessing. Google is a huge curse, lots of information. What is right? I find 20,000 hits for the same topic. Number one, do I have the time to look through all those and here I have five contradicting answers, which one is right again?
Tom Dorsey (00:20:25):
And Uwe, that’s one of the things right there that you have full control of that you can set up to Donnie’s point, that’s how you keep ’em from doing that research is that comparison. So what are we talking about from a comparison perspective? Well, a brand new air filter next to their air filter, totally. They’re comparing that’s what the drip tray is for. They’re comparing but not only that, they’re comparing their actual component. Their actual part. That’s my dirty old filter next to, oh my gosh, that’s what it’s supposed to look like. It ends it. You don’t have to go Google, do I need an air filter? Right? We call that the shock and awe. Exactly. Drop those shock and awes, right? It’s just like you don’t need to Google if you want to buy that late night weight loss because you see the skinny and then there’s me, I’m looking at myself in the mirror and I’m like, ah, just sign me up.
(00:21:17):
Get the expedited shipping. I need it overnight. And back to Uwe, back to your point about I want to bring up a really important point and this for make sure you write this down because this is going to be key to your success, is to the graph you were showing with that shop had, like you said, from the outside, from the KPIs, they were doing what the boss told them, right? They were sending the inspections and they were doing the edits and the difference was in action. It was a behavior. And so you have to go in and that’s why we were always pushing you to do add into your process the inspection sheet audit and the process audit the front counter audit and listen and you listen to the recordings of your calls and do the whisper function in there so you can hear what’s happening and where the breakdown is. If you’re not getting the numbers as expected or you keep hearing folks come on this show and they’re like, oh yeah, my ARO is this and you’re like, how are they doing it? They’re lying. That’s because they go in and audit and check the things that the KPIs aren’t going to tell you Tyler in your shop. How do you make sure that you’re not having that type of a result where on paper it looks like the guy’s crushing it but the results just aren’t there. How do you do that audit?
Tyler Hubbard (00:22:38):
I mean through the business control panel. I mean I love that aspect of auto bottles. I mean it’s same. You can literally see, and the other thing too is a lot of my indications are on motorist research time and the new one to me that I’ve been noticing more now than probably in the past and I love how it’s got the timer on it is I’ll go through and they’ll go through and they’ll look at it and then they’ll call me and then we’ll have our discussion and I’ll go through kind of, Hey, these are your estimates for these repairs and then I’ll hang up and then that thing will start spiking. It’ll be going over a thousand. Before they called me it was like a four or 500 and then it’s something new and it’s definitely probably in the last three to four months that I’ve been noticing that as I’ve had a lot of motorist research time after we’ve had our conversation, which is definitely different.
(00:23:31):
So yeah, I mean a lot of mine is tracked off that way and I think when your motorist research time is in line with where it needs to be, everything else falls into place. Your service advisors are doing their job editing the pictures, highlighting what’s important. Your technicians are taking the right pictures or showing what needs to be done. They’re giving you the right information, they’re doing what they need to be doing. So I think it all kind of leads back to that. I mean obviously you can divide and conquer and look at different things as far as recommendations, things of that nature from your technicians, are they taking enough pictures? But if your motors research time is in line, typically when I see that my ARO is in line too.
Tom Dorsey (00:24:15):
Awesome. No, that’s great points man and hope, write that stuff down because it’s exactly those critical success factors. Make sure that they are in that inspection sheet and then it just let the process play out and you’ll get those results. I mean you got to try not to to fail. If you’ve set it up, Donnie, are you doing something similar? How are you auditing your inspection process to make sure that what you see in the KPIs is actually what the customer is experiencing and we’re putting ourselves in the best position possible to get that approval?
Donnie Hudson (00:24:50):
Well I have, I have to be honest with you. I have not been tracking
Tom Dorsey (00:24:55):
On the show then.
Donnie Hudson (00:24:56):
What’s that?
Tom Dorsey (00:24:57):
You said it’s a good thing we added on the show then. Yeah,
Donnie Hudson (00:24:59):
You got your homework. I’m taking notes homework. I’m not tracking motorist research time, which I just highlighted. So we got to start doing that. I’m going to talk to my service advisors right now because I want to start tracking that. We use the dashboard and pull reports and I’m am not, we all have faults and sometimes I let things slip back there because it’s busy and I’m trying to create the consistency board where everything is consistent. We have a process and some slip through and then some cars get a quick inspection, which is unacceptable by any means. We need stick with that, but we get so busy and oh, we got cars all over, I got appointments, so my co consistency rate is not the best. So I am flawed and I’m working on that right now changing that. So we are consistent and it is one and now that I put the girls in charge of that, they’re going to be right back there.
(00:25:54):
But pulling the reports off the dashboard, the dashboard’s incredible. A lot to maneuver, but man, you can reports on everything. When we are using this, and it’s a tool that I use all the time is when I pull the reports off of that, when the inspections are being done consistently like they should be and we’re spending the text spending the time, we have a 38% increase, 38% increase in AROs and we’re coming in and getting approved, that was never indicated to come in additional work. Those figures don’t lie. These reports, they’re not just the DVI to us, to me they’re A DVE, they’re digital vehicle education. They’re also A DVP. They’re digital vehicle protection. The the protection, how I was that a protection? It comes in, it gets checked out how many times the car was just in your shop, you didn’t catch that.
(00:26:40):
Well actually we did. If you would’ve spent a few minutes, it was on your report. It’s been noted and it’s not and I liked what Uwe was talking about and Tyler customers don’t want to be sold. They want to buy, so you give ’em the education, you give ’em the report, let ’em go in here, do that. They’re going to do that. So I need to get better at my control board and watching my ARO’s, I’ve got a couple of different situations at my shop that are unique that I don’t get true data, so I got to work with bios on the side to try and correct that because my numbers are skewed, but that is one thing that I just wrote down is managing the motorist research time. That’s a great tool, an awesome tool. Why am I using it? I don’t know. Thanks Tyler. I am now.
Tom Dorsey (00:27:25):
Yeah, buddy. And that’s exactly it, right? Because that motorist research time, what you’re looking at, the higher the motorist research time is exactly what Donnie just said is them buying and not being sold. The shorter the motorist research time, the longer they’re being sold,
Donnie Hudson (00:27:42):
Sold, right? Totally
Tom Dorsey (00:27:44):
Your operation.
Tyler Hubbard (00:27:47):
It’s a quick indicator for me if things are working properly, if my motorist research time is not correct, then I need to dive in deeper. Typically, my a o is down. Typically my technicians aren’t taking clear enough pictures. Typically my service advisors aren’t documenting things well enough. I mean something’s falling through the crack. If my motorist research time is up, then typically everything’s working the way it needs to be working.
Tom Dorsey (00:28:19):
Hey Uwe, did you see that question from Tony?
Uwe Kleinschmidt (00:28:23):
No.
Tom Dorsey (00:28:24):
She’s asking is there a way that we could have some sort of like a library of mint condition parts that we could easily select to show a good cabin air filter?
Uwe Kleinschmidt (00:28:31):
Yeah, this is, thanks Tony for that. This has been on my mind for years now. Maybe I’m making it too complicated, but in vision you have 35,000 different vehicle types and lots of those parts are different for every vehicle type, that’s a library of millions of pictures, I promise we’re going to get there. It might not be quickly and we might need your help to taking mint condition pictures of a part and then give it back to us so we can build the library together because it’s a lot of pictures,
Tom Dorsey (00:29:12):
But, and the first step that we did, and this was a couple of years back now and a half back, is we allowed you to attach picture. And so really what you want to do, and this should be a process in everybody’s shop when you’re putting that component on and you unbox it, take a picture of it, you save it, then you download it into a folder right on your desktop and you can categorize pictures of parts and then filters and then whatever, right? Brake pads and rotors and you can break those folders into really easy to navigate and then you just go in and you grab one and attach it into the inspection sheet. It’s a workaround for now until like Uwe said, we were able to wrangle the billions of pictures and get it into some easy and compressed enough format to where it doesn’t take your TVP two days to load, right?
Donnie Hudson (00:30:03):
Tom, like the old saying was his pictures tell a thousand words and that is so true.
Tom Dorsey (00:30:08):
Pictures worth a thousand dollars.
Donnie Hudson (00:30:10):
That’s true. That’s better.
Tom Dorsey (00:30:13):
Tyler will tell you that says it all day long. It is raining money in Kansas City. Hey, and I want to give a shout out to, we got a new Damien Shaki, he’s brand new, just got his iPads in. You’re starting out in the right spot, buddy, coming on this show. I got to tell you what,
Donnie Hudson (00:30:32):
Damien’s a great friend of mine, his other, he had
Tom Dorsey (00:30:34):
This here got started.
Donnie Hudson (00:30:36):
Yeah, Damien’s great. He’s just like another me, so he’d be a great one to have on the show as well. He’s another nap auto care center, but great guy.
Tom Dorsey (00:30:44):
Beautiful, beautiful welcome. You made a smart move. You’re a smart man Damien, tell your wife that soon be
Donnie Hudson (00:30:51):
He’s getting married.
Tom Dorsey (00:30:53):
I’ll back you up. Hey, we were talking about the other part of transparency is really being able to manage those expectations and really set the customer up for what’s going to happen. And here’s the kicker guys, is that I should say in gals is that when you do this right, it’s not just for today, it’s not just to get an extra job or an extra hour sold today. When you set up those expectations, it’s the lifecycle of their vehicle and their experience and how they’re going to do business with you forever into the future. So it also includes what’s going to happen at the pickup and what’s going to happen in between services and what’s an expectation for your specific service intervals versus the OEM service intervals and things like that. How does seasonality affect your market? Those are educational topics that you’re going to want to make sure that you’re setting up those expectations from the introduction right from the gate add intake.
(00:31:47):
If they’re brand new, if they’ve been with you forever, hey, they probably know a little of that, but don’t ignore them. You send them out those reminders in the new digital education. Maybe you’re going to do a custom campaign where you just set up, Hey, we’re a full digital shop now and this is how we do business. We appreciate the years that you’ve been coming to us and we’re making this change to benefit you into the future and continue to do years of business with. So include them into this transparency as well. Don’t assume that they’re just going to go along to get along. Make sure that they’re in there and you’re applying that same educational and expectation management to your long-term customers as well as the brand new customers.
Uwe Kleinschmidt (00:32:34):
And it’s a really simple process. It just needs to be like every new thing trained and become second nature. Instead of saying there will be a phone call sometime in the future, you basically create kind of a suspense. You show, as Tyler said before, you have a bookmark inspection result. Maybe you do a little clinics across your service advisors and technicians who builds the best inspection result and then take it, bookmark it, and every customer is then being informed that this is what you’re going to get. Be specific not sometime soon, but more like in 60 minutes in whatever your time range is, depending on how you run your shop. That creates suspense and expectations to the degree that they actually check their phone and are waiting for it, right? That’s correct. It’s just like the Domino’s Pizza tracker, right? Same thing. So we can help you automate that by simply moving the vehicle through the workflow and sending out messages which manage those expectations. The key is it has to be as precise as you can make it because then people are waiting for it. That’s the key. So the more you can do that, the higher the opening click and research time will be.
Donnie Hudson (00:34:18):
Yep. Agreed to that.
Uwe Kleinschmidt (00:34:22):
And again, I want to, sorry for falling back into the discussion we had before. I cannot stress enough that Google is the universe of education by creating an inspection result with rich information. So it is like Google, you save them a lot of Google searches, they don’t need to Google. So there’s fear of people taking your inspection result and start shopping or comparing what they find on Google is not happening because it’s vehicle specific. The more concrete things about their vehicle is on their inspection result combined with educational information, the less the need to Google it.
Tyler Hubbard (00:35:17):
I’ve always been blessed in that aspect because I never was a technician. So as I go through it and edit my inspections, it’s pretty easy for me to look at it. I mean, granted, I’ve built some knowledge over the years, but it’s, it’s still pretty easy for me to look at and how would I want to be this information told zero technical background. I mean I apologize, but if you want me to put brake pads on for you, it’s going to be a real, real struggle. So that’s been something that’s been a true blessing for me. It’s never been a technician. I need the technicians to tell me what’s important. How would they sell the job to me and in turn I can parlay that information to the consumer and that’s been something that’s been very, very helpful for me. I can look at it from the consumer aspect.
Tom Dorsey (00:36:07):
That’s exactly how it should be set up. And like to Donnie’s point, right? He’s got his bevy of beauties up there and they don’t have to be master techs. And that’s the key because that’s really the goal. That’s what you should be shooting for. If your technician can set it up and can give information and through his notes and pictures that pretty much anybody can understand what’s going on there and at least figure out what the next step should be. And then you’ve got the software to help you look up the particulars. So then all of a sudden now you can really start to hire folks for their customer service abilities. Absolutely. Their loyalties, their personalities and somebody’s going to grow along with your business, not just keep working you for a higher pay raise because they’ll just, I can go down the street and keep you in that spot.
(00:37:02):
That’s really one of the things that I know Uwe has been working, I’m going to say half your life, but you’re a little older than that. To provide is exactly that, is to help you and to help your team be able to focus on the customer instead of the details. We get lost in the details and we forget about the customer. A lot of times now we’re focused on the customer, Hey, the details are embedded or they’re right there. You have folks that want to research all that stuff. Good, knock yourself out. You have other folks that just feel comfortable and confident and reassured that the information’s in there, but I trust you now and that’s really what that means. If I don’t go Google you, it’s because I trust you. That’s the new currency of trust.
Tyler Hubbard (00:37:48):
Trust. Yeah, I mean kind of stepping off topic a little bit, but I mean for me, I know right now I have a 19-year-old at the shop that just started. He loves the process and he loves the aspect of his inspections outlined for him as far as how he’s going to go through the vehicle, how he’s going to inspect it, these are the things he’s going to inspect. These are the things he’s for sure going to take pictures of. And on the flip side, when I hired Shane, my office, my manager for the shop two years ago, he loves the digital inspection as far as, hey, this is how I get the information from the techs. This is how I get up to the customers as far as training employees. It’s been fantastic for me. And it’s back to the process. And like I said, as far as these young tech man, they love it. They get going on it.
Tom Dorsey (00:38:34):
Yep. Yeah, because a great point too is that once you have that process defined, it becomes pretty simple to ramp up a brand new technician into it. And not only is it easy for them because it’s intuitive and you’ve got that laid out, but then the other techs in the shop are going to help them out and support them and show them what the best practices are and they do kind of a self audit, a team audit to make sure everybody’s putting out the high level quality information and you got half the work you need to do and really reap the benefits of having that consistency and the ability to ramp folks up. They see higher build hours, higher paychecks and you get less turnover and they start becoming more loyal to your shop. So it really benefits everybody concerned when you have that open book kind of transparency, easy to follow process and set those expectations both with the customer and your crew.
Tyler Hubbard (00:39:38):
Yeah. The other thing too is one thing I think I took away from the first conference I came to was one of the best ones I heard was, Hey, text a link to your technician and ’em see the inspection and then at that point they’re like, okay, I get this Now these pictures need to be better. These pictures need to be clear. This is what we’re doing for the customer that’s been texting here today.
Tom Dorsey (00:40:00):
Could you send this to your mom so you better not be sending it to mine? No, that’s awesome. Yeah, that’s the greatest way, right? Because self-assessment really where you’re in the sweet spot. Yeah. We’ve talked about this quite a bit, right? Is when you’re in your shop meetings and you’ve got those folks and they’re telling you how they could do it better or how you should make some changes to do it better or they feel that they could do a better job for you if you would make these edits or change the process this way, man, you are in the sweet spot. You’ve got them bought in, engaged, and they see the value and so now they’re going to help you make it more valuable and all of that flows down to your motorist and to your customer and then appreciation that you get from them is keeps ’em oil, keeps ’em coming back forever. That’s the name of the game. So we want to jump in, I know we got some numbers loaded up. Yes. Ing at the bid over there.
Uwe Kleinschmidt (00:41:00):
So Tyler and Donnie, if you are okay with that, we would share some of your numbers and talk about what you can write down as takeaways for your own shop. Assuming a lot of shops in the audience might have similar patterns in their shop. Should we do that?
Tyler Hubbard (00:41:28):
Yeah, I’m okay with that.
Uwe Kleinschmidt (00:41:29):
That’s fine. No problem.
Tom Dorsey (00:41:31):
We can get a live check-in by Uwe. I know that Our trainers and advisors, Chris and Bill, where’s Bill by the way? Bill, get in here. I know you’re around here somewhere. They have to be on the edge of their seat watching Uwe do a live check-in right now. Make sure this is getting recorded.
Uwe Kleinschmidt (00:41:54):
We have so great advisors. They’re all better than me.
Tom Dorsey (00:41:57):
Chris is in here. Chris said she’s waiting.
Uwe Kleinschmidt (00:42:02):
So this is the multi shop board we used both of your shops, Donnie and then I 70 Tyler. And you can see all the details. I want to point out one thing Donnie I would love to talk to you about is your car count. It looks like that the average research time by the motorist is relatively low in both of your shops, but the car count is relatively high. So my assumption is you have a lot of drive-bys.
Donnie Hudson (00:42:37):
Yes.
Uwe Kleinschmidt (00:42:39):
And that those walk-ins basically get sold at the counter. And so the average research time is relatively low. Is that a fair assumption?
Donnie Hudson (00:42:51):
It is, but they’ll research because they’ll get the report, they’ll actually research it is because researching in the front office as they got sent to ’em. And we do have a lot of appointments, lots of walk-ins, both locations,
Tom Dorsey (00:43:06):
The Bill, what’s the best practice there buddy?
Bill Connor (00:43:11):
As far as the inspection, like I said, it needs to be done the same on every car. And we definitely don’t want to go ahead and waste that car that’s coming through there by just rushing it through.
Tom Dorsey (00:43:24):
It’s that 300% rule. You can apply it to the digital inspection. You send it a hundred percent of the time whether they’re a waiter or a walk-in because, and it’s funny, Tyler was touching on it a little bit ago. You’d be surprised when they get back into that information and when they research that you see your motorist research time might be spiking at midnight or something for those late night folks, but they go in and it’s when you want ’em in there, I mean not of course you need approval right away, but that’s for the deferred stuff is you want ’em comfortable and focused and looking at that information on their time instead of when you tell ’em to do it because they’re going to focus and that stuff’s going to sink in. And then you get the results. So 100% of the time you send that out and you give ’em the exact same process and they should be opening while they’re sitting in the waiting room. They should be going through there and reviewing the information.
Bill Connor (00:44:16):
So just like when we’re diagnosing the performance on a car, we need to look at some other things also because it’s interesting that the edited picture percentage for Troy’s shop on the top and Tyler’s on the bottom relatively match. So we have to go ahead and understand that Tyler is taking on average 23 pitchers and Troy’s taking 4.78. So we got to go ahead and just like when we’re diagnosing a performance vehicle, we got to look at some other data besides just that number.
Tom Dorsey (00:44:49):
And that’s the drill, that’s that audit we were talking about.
Uwe Kleinschmidt (00:44:53):
So I would like to also look at the far left. So on purpose, I didn’t show ARO because I knew everybody’s going to look at this and immediately compare with yourself. So I took it out here is the number of inspections sent by appointments. So it looks like Donnie, if the numbers are right, and you mentioned there’s a potential for skewed numbers, so we might want to dig into it. So number one, I want to tell you, if you just look at the trends, I mean you’re doing an awesome job because you can see edited pictures increased by 455%. Awesome. We just need to continue the trend and we are fine, correct? Yes. And the same for the inspection sent by appointment. But we are very, the baseline is pretty low. So my question is where do you see the most reason, or I should say potential for the future to increase that number that every car gets an inspection or state inspections or other things in your way? Can you or fleet accounts or whatever the reasons might be
Donnie Hudson (00:46:17):
Going forward is Yeah, we are actually, we’re going to put the inspections in the tech assistance’s hands to get the basic inspections done. And that’s what I love about the new TVPX coming out. I’m excited to get on that because that’s going to set course the way we’re going to continue doing inspections and everything gets inspected. The issue that I have of screws up my numbers is we have a few shops that we do strictly alignments for and those cars come in, they don’t get inspected because they’re from another shop and we’re doing alignments on And
Uwe Kleinschmidt (00:46:50):
That’s So it’s a sublet.
Donnie Hudson (00:46:51):
Sublet. Correct. And same thing with, we do a lot of mail trucks for the US Postal Service and same thing, we are not allowed to do inspections. We have to do the paper routed inspections for the postmaster. They don’t accept digital vehicle inspections. So those don’t get done as well and they’ll skew my numbers as well. I see. So I need to somehow or another, and I was working on AL with that on the back door that I’ve taken those out. So my numbers are not as skewed as they should be. One of the things that we’re not getting done is guys were taking pictures but they were not editing and having a class and sitting down with ’em, tell ’em how important it’s to edit the pictures that you take. Just taking a simple picture, sending it to a customer. But when you start adding ’em and throw a line in there, take a look at this, here’s where your crack is.
(00:47:36):
And when you edit ’em, it shows because sales, what we were getting, and I’m going to share this, I’m not shameful to do that, is you sent me a picture. What is that, the reason why they’re asking what it is? Because no detail behind it. There’s no explanation behind it. There’s no red mark behind it, no circle around it. So editing pictures is very, very important and the techs are seeing that now. So it’s just consistency and that’s what we’re building back there. We’ve got some new tech assistants going to help in there. We’re going to start front that and stay on that. I mean because when we’re doing it and we’re doing it well, it sells itself. And it’s not only that, but you know that every car comes into the shop is same pattern, get inspected a hundred percent. We’re not spending less time on it. We’re doing the exact same amount and it’s called follow through. And I’ve had a problem with that and that’s what I’m working on at my shop.
Uwe Kleinschmidt (00:48:26):
I would actually love to talk. I don’t know how we’re doing in time, but I believe all day. Okay, then let’s do it. The sublet question. So Donnie, you did a fantastic job with the used car sales company. What do you think about doing exactly the same with the shops you are getting sublets from talked to
Donnie Hudson (00:49:01):
Them. I have and I’ve showed it to ’em. They said, we don’t want no part of it, just do the alignment and we will take care of the rest. I see. And that’s unfortunate because we will do four or five cars a day and excuses our numbers because they’re in the track system, but it’s shown as inspections not done. That was one of the other issue that we had on the low AROS because our AROS are low is because on the weekends we have a very inexpensive oil change and we run 30 or 40 of them every weekend on Saturday and Sunday. And the issue is because it’s so low, it dries down my actual ARO numbers and I can’t get those taken out of the equation to see where I’m actually at. So those are a couple of things that behind the scenes that hopefully you guys work with us.
Uwe Kleinschmidt (00:49:49):
But there are, I mean do you do a cursory whatever you call it oil change inspection too?
Donnie Hudson (00:49:57):
Yes, we certainly do
Uwe Kleinschmidt (00:49:58):
A 15 point. So yes, the ARO might be affected, but for us it’s all about trends. If you didn’t do that before, and the good news is the more you can upsell from the oil change inspection,
Donnie Hudson (00:50:13):
That’s how you make your money. Exactly. And again, remember, we’re not selling, we’re giving it an opportunity for the customer to buy.
(00:50:21):
So Tom, early on we were talking about what my sales advisors do. One the things that they do is we don’t call our DVIs digital vehicle inspections because inspection means you’re going to find something wrong. You’re going to want me to spend money. So we actually, we call it a digital vehicle report and it’s a report on their vehicle. It’s a strictly report on their vehicle, but it’s an inspection, but it’s also report. And that seems because the inspection, oh, you’re going to tell me what I need. I used to get that all the time. You’re going to tell me what I have to buy. Well actually it’s a reported condition of your vehicle and that’s changed a lot. That’s helped out a lot actually. But yeah, we created a special vehicle inspection for the weekend oil changes. So yes, the AROS are going to be lower, but the inspections are still getting done, but they’re just a special inspection. There’s just a quick 15 point.
Uwe Kleinschmidt (00:51:10):
And so at least those stats to 5% is going to go up tremendously. I want to also talk about, Dustin, if you could show one of the more detailed, I think it’s the next slide. The number of pictures seems a little low and what I would highly recommend is, yeah, it’s five. See that’s the last 30 days. It’s five on average. And what I highly recommend Donnie, is instead of getting into picture counting, you can set up the inspection sheet with mandatory topics and then point, point, and then technicians just take a picture because otherwise they cannot advance. That’s great point in the software, right? That’s great
Donnie Hudson (00:52:08):
Topics.
Uwe Kleinschmidt (00:52:09):
So my recommendation would be sit down with your techs ideally and say, what are the things and service advisors, what are the things we really want to have a consistent report on every single time and just make them mandatory.
Donnie Hudson (00:52:28):
Tyler, can I ask you a question? How many pictures do you have on a normal inspection? Do you normally take
Uwe Kleinschmidt (00:52:34):
23 point something if you go to the next slide?
Donnie Hudson (00:52:36):
Oh wow.
Tom Dorsey (00:52:39):
Yeah. And think about it, the four corner walk around that knocks out six 10 right there.
Tyler Hubbard (00:52:43):
Yeah, I got four corner knock around. I got license plates. They, I got my digital trend depth gauges they do on all their tires.
Donnie Hudson (00:52:56):
Wow, okay.
Tyler Hubbard (00:52:57):
I mean for me it goes back to what you were talking about. I think that’s the other thing too that gets lost in translation a lot is I want to show the good with the bad. I don’t want to show the bad if your tires are brand new. I want to show the tread gauges and the depth on the tires that hey, these things are good. They have plenty of life left. You got no issues there for a long, long time.
Tom Dorsey (00:53:18):
And that’s a great spot for a video too. You go ahead and spin that. You show the profile in motion, you see if there’s any bearing issues or anything like that, right. Try to capture motion as much as possible in those documentations also.
Tyler Hubbard (00:53:32):
Yeah, absolutely. So yeah, I mean I think that’s going to increase pictures a lot too, is when the guys understand that, hey, it’s kind of easy for a customer to buy brake pads and shocks when they know the rest of their vehicles in great shape. They don’t have to worry about anything else. So if you’re showing both good and bad, it’s a huge benefit.
Bill Connor (00:53:54):
We also want to remember the good topics with measurements is how we’re setting the customer up for retention. So change over time and help predict them the rate of wear in case they need the budget. That’s all about what’s in it for the customer and tying it to your shop forever. So we got to remember that also.
Tyler Hubbard (00:54:11):
That’s a Yeah, absolutely. I mean, even things for future attention. I mean, I got customers all the time that are always, I know last time my vehicle was in, I was getting close on truck brakes or whatever it might be. So we need to check those out this time.
Tom Dorsey (00:54:25):
And remember that’s an actual measurement when their actual vehicle over real time, it’s not some software estimate of when your next component might need replacing or when your next service interval should be. You get two or three data points and you can say, Hey, you’re losing about a 32nd every two months, whatever. And you can do the math and say, this is the life that you either change your driving habits or I’ll just go ahead and book you an appointment for this date and we’ll go ahead and do those breaks.
Uwe Kleinschmidt (00:55:00):
So Tyler, the inspection center by appointment seems to be skewed by state inspections I assume?
Tyler Hubbard (00:55:10):
Yeah, state inspections would be one issue. The other issue, which I’m transitioning a little bit, I do have a lot of fleet accounts that I’ve had set up in a certain way for a very long time where in my own emails I would send them a link for the inspection, send them an estimate at the same time. Oh, I see. They would go through it. So a lot of those times that’s not caught. Just like I said, at this point I’m actually transitioning to get a lot of them on, Hey, can I just text that to you because you seem to respond to me quicker when I do it that way. Right,
Uwe Kleinschmidt (00:55:45):
Absolutely.
Tyler Hubbard (00:55:47):
Some of ’em still want ’em emailed so they can save them, but I’m getting a lot of them transitioned over to that.
Uwe Kleinschmidt (00:55:54):
Okay. And on the state inspection, are you combining that with another inspection or is it because you could do that, right. The law does not forbid you or is there a law which says has to be the only inspection due on this car that you cannot do anything else?
Tyler Hubbard (00:56:18):
So on my state inspections, it’s kind of set up on customer expectations. If I have a customer that drops one off, then yes, we will go through a courtesy inspection at that time because I have more time with the vehicle. If I have a customer waiting, typically all I will document would be just what’s bad on the state inspection.
Uwe Kleinschmidt (00:56:41):
I see.
Tyler Hubbard (00:56:41):
And not go through my full blown courtesy inspection on the vehicle.
Uwe Kleinschmidt (00:56:45):
What about a cursory inspection? 10 points, 15 points, just to show them that that’s available to you and he has the value to it.
Tyler Hubbard (00:56:57):
So the things I’ve fell in line, I mean, yes, I’ve talked about doing that in the past. My one issue is a lot of times if somebody is really strict of me, that’s all they want is a state inspection, a $12 inspection. I have people who don’t buy bulbs from me. So at that point it is what it is. I’m going to do the service that that’s needed. I have other customers that are more in line with the way I would like to run my business.
Uwe Kleinschmidt (00:57:23):
Okay.
Tyler Hubbard (00:57:25):
So that’s kind my
Bill Connor (00:57:25):
Thought. So we go through that with shops in Texas all the time and they tell me the same story. But Brenner had saved more just recently we made one specifically on 10 topics that are on the inspection. And we chose some things on it. The state keeps tripping shops over and trying to find them on, did you check the power steering fluid? So that’s one of their topics they can prove to the state when they come by and say, you didn’t check the power steering fluid that got a picture of it. So we identified TAM topics on it specifically to do that. And their goal is to go in and do that quickly with the inspection, send it to the customer. Then there’s a condition on the inspection sheet that says, we didn’t perform a full vehicle health inspection if you’d like to schedule and drop it off, this is what you should do and here’s why. So we actually are addressing it with him and we’ll have some numbers on how that works out here probably in a few weeks.
Tyler Hubbard (00:58:19):
And I have had people that have came in for a state inspection, they’ve gone through that process and then maybe they’ve scheduled to work and they came back in at that point in time. And I’ve preempted to have that conversation that, hey, this was kind of just check the mandatory things. That’s kind what you wanted. Next time we will go through a full blown inspection and then they’ll see the epiphany of like, oh, okay, this is far, far better than just doing the minimum. So I’ve had it both ways, but that’s kind of my thought process with that.
Uwe Kleinschmidt (00:58:51):
Okay. It sense, I would encourage you to try that and maybe run that for a period of time with a shortened specific inspection, and then let’s compare results. Yes. You will always have the people who say, I’m here for a state inspection. What are you talking about? Right, exactly. But the moment you have this bookmarked inspection result, here is what you are getting out of it. You might get a few more takers.
Tyler Hubbard (00:59:23):
I have had, honestly, we don’t have very many waiters right now just given the situation.
Uwe Kleinschmidt (00:59:27):
Right, right.
Tyler Hubbard (00:59:29):
So that’s been a blessing for me as far as having more time with vehicles
Uwe Kleinschmidt (00:59:32):
For sure. Right.
Tom Dorsey (00:59:33):
Yeah. Cool. It’s funny because now all those best practices become even more critical. Right Now you’ve really got to add more detail into your picture edits because the folks aren’t there and you can’t follow up with them as easy. And so we’ve seen a lot of shops that have really tightened up. You can see their metrics or their adoption metrics approving dramatically and it’s, boy, it’s been paying off. Well, we talked about it on the show not too long ago, was we saw quite a few shops with 30 40% drop in car count, but actually up in weekly revenue, right up in revenue, and it’s because they fell back onto those digital best practices or finally committed to them. Unfortunately, it took some drastic event to get ’em to move, but now that they did now, and if you’re one of those shops now you got to keep it rolling right Now that we’re starting to come out this and business is starting to pick up and come back to normal, you got to make sure all of those kind of emergency measures that you put in place that were working for you keep doing ’em because your customers appreciate ’em
Bill Connor (01:00:39):
Up and with the business control panel we’ve seen now that they can do it and they’ve got nowhere to hide if they start trending backwards. So that’s a beautiful thing.
Tom Dorsey (01:00:46):
Yeah, yeah, exactly. So I know we’re up on the top of the hour. Really important for some takeaway stuff is that if you’re not doing it now, make sure that you are not just adding educational information into your inspection, but you’re really educating the customer on what your process looks like before drop off at the counter, during the inspection and during the work process steps. What’s going to happen at pickup, what’s going to happen in between visits, really set those expectations up for ’em. If you’re not using the workflow, step notifications, talk with your advisor, talk with other shops, get on the Facebook form and review some of the discussions up there or ask some fresh questions about it because what that’s going to do is it reinforces, it’s just like the old thing. You kind of tell ’em what you’re going to tell ’em and then tell ’em what you told them and you really want to apply that through that process.
(01:01:46):
So yeah, I let you know, Hey, this is what’s going to happen next. We’re going to intake your vehicle, we’re going to do a complete inspection, we’re going to text it to you, which is your preference. It’s going to come at about this time, give a range, right? Set an expectation. It’s going to be about an hour from now, two hours from now. Why I’m waiting for it, I’m ready for it. I’m paying attention. Maybe I’m not going to go out of cell phone service or go wander around in the park or something. I’m going to wait and get your communication and then really be able to tell them what’s going to happen next through that communication, through that notification. So when you get that automated, and if you don’t know what it is, you move it into a workflow step that says waiting for approval and the customer says your inspection sheet is coming.
(01:02:34):
You could even set up a workflow step that’s before that approval step. That’s like a pre-approval or a notification step that just gets the person ready while you’re doing your last little bit to edit. So then you move it into waiting for approval and automatically off that inspection sheet goes to that customer’s phone. So you want to make sure that you’re taking advantage of that because it really helps to reinforce that process, keep them engaged, keep them notified. It’s more efficient for your front counter, and then you get a faster response. All those things are going to benefit you, allow you to be more efficient and productive through over time. Uwe, anything you want to add to that or Bill, anything you want to add to that?
Bill Connor (01:03:17):
So I would like to go ahead and add one more thing to it. That is in the past we used to control the content the customer would get educated with by going and showing them their car at the car. Now we can control the content digitally the same way and recreate that same experience in every car. So just think about that. This is how we used to do it. We don’t want them hanging around in a shop anymore and there’s a good reason why and now we just want to recreate that same experience, control the content and the timing they get it, which is after the estimate’s done and you’re going to win every time.
Tom Dorsey (01:03:51):
Yeah, that’s a brilliant point. And I was like that, especially when I was a kid, man, I spent most of my life hanging out in some poor guy’s auto shop. Now that I look back on those days, that guy must’ve been like, what a nice guy he was. Let me just hang out, watch him all day. But people, I mean a lot of people, they love that stuff. They want to go back there and look at all the loud noises and the stuff that you’re doing, but if you can give them some of that insight, we have a really great episode that we talked a little bit about some of that stuff with Neil daily a while back, and it’s really kind of bringing your shop culture and bringing some of those hidden things into your inspection process. There’s no reason why you can’t have a video showing some more detailed, this is how we use this tool or whatever it is, profile your customer types.
(01:04:39):
Is this person like a fanboy? Are they an aficionado of cars? Well, they’d probably like to see a little extra of that detail and you can have a experienced tailored to them. If it’s somebody who’s very hesitant or mistrustful, well then you can approach it from that perspective. I know I got a little bit of a barrier to overcome because they’ve been burned in the past, whatever it is. So what type of information can I give them? Personal, it’s me, that type of thing coming right from the owner, I stand behind my stuff. Those types of educational or engagement type content really help you to build that bond, that trust, and then develop that customer for life because they’re not going to get that experience anywhere. But at I 70, right, Tyler, right?
Uwe Kleinschmidt (01:05:25):
Yeah, go ahead. I would like to add, just put yourself in your own shoes as a consumer and look how you own shoes. Research stuff you buy online and that allows you to put yourself in your customer’s shoes and just do what you would like to see to your customers. I think that’s one of the hardest things to do. We are so wrapped up in our work and what we do and we are experts at it that the need for the layman’s explanation gets lost.
Tyler Hubbard (01:06:07):
Yeah, I think we’re afraid to see fault in ourselves too. Like I said, it’s been a blessing for me to not be a technician and not be on that side of the shop and me be and say, okay, yeah, maybe me as a consumer, I wouldn’t have understood that I can see the fault and where we went wrong if I said in the auto service. So yeah, I think that’s huge.
Tom Dorsey (01:06:30):
Well, and it has a huge impact on your customer. If you’re willing to do that, then I know I’m going to the right place.
Uwe Kleinschmidt (01:06:39):
And so they also good to see why we build this right directly into our new guided inspection sheet also.
Tom Dorsey (01:06:45):
Exactly. Well, it’s from feedback like that and it’s really one of the great things. So if you’re not engaging on the Facebook forum, get in there because it’s really, you help us to build the program. It’s really what it is. It’s shop owners building this product to benefit shop owners, and the more feedback that we can get that the more aligned and the more the better of a solution that we can provide next week. Gentlemen, again, Donnie Tyler, thank you guys. Enough coming on, really being transparent, right? Walk in the walk right there. We’re talking about being transparent to that customer. These two gentlemen came on here and opened up their books, gave you a peek behind kind of how their operations are running, learn some stuff applied, shared some stuff that’s going to help other folks that are in the same boat. And that’s really the name of the game here is we come together and we share this information and we collaborate to help each other be better and when we’re all better, the industry is better and it really benefits all of us together. So
Uwe Kleinschmidt (01:07:49):
Best hour of the
Tom Dorsey (01:07:50):
Week. Yes, exactly. Ing Kumbaya on your own time. My voice is hoarse. I’m just not a good singer, but maybe Bill next week. Yeah.
Dustin Anaas (01:08:00):
Speaking of Bill, next week we got a guy that’s been working with Bill really closely. In fact, they spent two hours on Saturday working on stuff, if I heard right, bill. So we’re going to be dovetailing off of this topic a little bit, managing motorist expectations, going deep, really diving deep, and we’re diving deep into Greg right now who’s self in Middle East said that this is an area he needs to work on and he’s going to open up his process a little bit just like these guys did today and show us what’s working, what he needs to work on and what his plan is and the numbers that he is going to use to track it. So that’s where we’re going next week. Please join us.
Tom Dorsey (01:08:33):
Yes, next Wednesday, same time, same place. 10:00 AM Pacific, 1:00 PM Eastern, and get registered. Right? Get over to AutoVitals.com/dst and get registered. That way you get the notifications, it’s easier for you to log in, you can participate in the chat and that kind of good stuff. And
Dustin Anaas (01:08:51):
If you can’t make it live, then we’ll send you the recording. So if you register, you automatically get sent the recording. So that’s a good benefit of registering too.
Tom Dorsey (01:08:58):
Yeah, that’s the other thing is then you automatically get that recording sent to your inbox. Watch it when you have time, because a lot of stuff you don’t want to miss. I mean, today’s episode is fantastic, right? Is the insights that we get to see. And now I’m really excited. I want to have Don on maybe after summer or something, come on back, but we’re actually, I’d like to have both
(01:09:16):
Because we got that kind of baseline now from here. Let’s see, how did they implement? And there’s some challenges, right? We’ve got the Covid thing, the summer’s coming, A lot of people aren’t prepared. I mean, holy cow. I mean there’s unrest and all this stuff is impacting us. So it really would be interesting to see how do we get three months out, four months out, what improvements were made and how did that affect you and impact you? So really looking forward, I can’t thank you guys enough for coming on and doing that. I know it helps a lot of folks out that are looking to follow in your shoes and might be having some challenges of their own.
Donnie Hudson (01:09:50):
I just was in it for the free iPad U was sending me, so that must be a different U. Thank you. Thank you. Thanks for having me on. Thanks guys.