Joe Cooper Auto Group | One Year With Volie!

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Very excited. We've got the one year anniversary show for the Joe Cooper Auto Group, Kim Grub. And if you remember, she was on eight, nine months ago. And, and I was speaking to her a couple weeks ago and thought it'd be good to have her on, talk about her one year on the platform. How you doing, Kim?

I'm doing great, Scott. Thanks for having me again.

Sure. And, and you were just on vacation. Everything go good while you were gone?

It did. I kind of did a staycation this time because I can't seem to get anything done unless I am home for several days at a time and motivated.

Well, the, the second part is usually the key for me when I'm at home. So.

Yeah, I'm turning off Netflix.

Yeah, sure. Well, you've been on it one year. How's your year on volley?

It's actually been great. Just knocking out, you know, getting better numbers that we thought we'd never, you know, go over before. It's like now it's just a piece of cake. And we were actually discussing this morning in preparation for this. I was talking to my team lead, Amelia, and prior to us signing up with volley, our best month of outbound appointments, we, they got 250, and that was with 4800 calls. And she said, you know, I was really proud of that 250. We had to work really hard through X time to get that. And I said, yeah, you know what we're pacing for this month. And she said 700. And I said 753. We tripled it, so. And the month's not over.

Yeah, I, I, you guys have, you guys have just done great. You know, I was talking with Joanne about this from our team. I told her I had this call coming up and she said, you know, first of all, tell Kim hi and we really appreciate it. Also ask him because we feel like a lot of the best people who sign up for volley are the ones that have really good processes in place and, and we just turbocharge them. And of course, you've tripled your best month ever this month. I bet you double this month next year when we do this call. But you were kind of a tough cookie for us to convince that you needed Vali, Right?

Absolutely. Because we, you know, it was kind of a game changer for me, you know, personally, because I've always said the minute you think you know everything, you stop learning. And I thought I, I was the best and that you guys couldn't possibly have any pro, anything that could make me Better because we were great. And yeah, it was kind of a game changer for me, you know, personally, because I always said the minute you think you know everything, you stop learning. And I thought I. I was the best and that you guys couldn't possibly have any pro. Anything that could make me better because we were great. And yeah, a little bit of ego there. But yeah, we do have some really plaid processes and the way that we do things is a little bit different than just, you know, I hire for personality, not. Have you worked in a BDC before? Have you handled phones before? Because I can train all that. And taking my processes and integrating them into the Volley software was so easy. Once I got it figured out, I'm able to load all of their scripts with the tags, pulling in specific information from the spreadsheets that I put in for them to call on. I mean, it's. It puts everything out there for them in one page and it makes it almost foolproof.

Well, I mean, a lot of it is. Is good folks using a good system and you guys really had good processes. But yeah, I mean, that was really. We talk about it quite a bit because you are so buttoned up in your procedures. And I remember our startup call you had, you had 12 questions for me and we went over reporting and all those things and. And so, you know, for everyone out there, it is hard to change processes, but no one had better processes than Kim and she took it to another level. Ease of use and ease of implementation.

No problem, no problem. Sadie's just was the greatest teacher and so patient and just allowed my team to ask all the questions that they wanted to. And then of course, you know, videoing those learning sessions so that when I hire somebody new, they get the video and now they can watch it and understand Bali. And it's the implementation. It was a little bit at first, I wasn't wrapping my head around everything that I could do and everything that this program would do. And now I'm utilizing all the aspects of it where I've got emails loaded if we don't get a live answer. I've got text that I can send out for certain campaigns only because I don't want to barrage people with a lot of texts. You know, that's their personal phone, but we will use it for recalls and things like that. And wow, is it effective? Really, really effective. And having all those things that you can just do at a click of a button. I was thinking actually this morning as I was getting ready to come in and knew that we were going to have this chat. I wonder if my people even know how to pick up a phone and dial it.

Now.

They'Re just clicking away and it's so efficient.

What are your goals for the next year?

Goals for the next year are to continue to increase the way that we have. We're not planning on, I don't believe there's any more franchise stores coming in. We're, we're opening a lot of different fleet centers and things like that that are amazing. But we're, we've got the eight, you know, franchise rooftops and maintaining those. But continuing to grow with what we take off of the service drive so that those advisors and managers can focus on their customers. We're, we, we average approximately 10,000 calls off the drive and those are 60% of what's coming onto the service drive prior. So they get shunted to my team who then can, if it's an appointment, do that. If it's a question, do that. If it's not, they can screen the call and give who the advisor that answers exactly why the person's calling and give them a minute to prepare and then transfer. So it's, it's really worked out great. I want to continue that and not. And keep my team the same size. We've grown by 2,500 incoming calls a month over the past year. I like to do that again and have another 2500. So that's, that'd be, that would be a lot, you know.

Sure. With the same number of people. Right?

Same number of people. Because it's their, their time management is so much better now that they can, you know, just click and dial. They're not having to rummage around and waste a bunch of time. And it's, it's. I know that I would have had to hire another person by this time had we not gone with you guys. Had you not talked me into it and strong armed me.

Well, that's a little strong but. Well we, we, we love working with you and really it's what makes Valley so fun. You guys work in it all the time. We get to, you know, chat and hear about your business and help contribute to it. I mean it's, it's, it's, it's why we love what we do because of folks like you. So.

Oh thanks. Well. And you know, I'm gonna spread it on a little bit for you too. I mean, I don't know another owner of a company that calls just a random BDC director in Oklahoma to just have a chat. You know, for Scott I love those calls when you call for no reason and then all of a sudden we get on a topic and you might have an idea of something that I'm struggling with and I love it. It's. It's such personal attention and Sadie's always there. I just. I don't know what I'm gonna do when she has her little time off soon.

Yeah, well, six, six weeks. We'll. We'll make it. So. Speaking of our last chat, I wanted to end the call today and talk about something that you told me on our last call that I thought was really incredible that you do. Every store should do it long term. We've got a few tricks that we're going to help you do this a little bit more efficiently. But talk about your QA process for how you help improve the agents for, you know, their, their self QA process that you put them.

Oh, yeah, we're actually, they're actually going to go through one tomorrow. And I added a step that you talked to me, to me about. I have them do a self assessment where I'll just pull off of my volley reporting and my calls scheduled calls that turned into an appointment that have a recording that were not transferred and give them 10 calls and there's 10 different hot points that I want touched on in every appointment call. And they know what they are and so they do a self assessment on each call and grade themselves and it helps them to see, you know what? I didn't do that. I didn't. Oh, I forgot that again. Here's my weak spot. That's one of the things that she likes me to do that I'm not doing every time. And then you suggested this is what's going to happen tomorrow. It's going to blow their minds because they've never had it. Them having a partner that listens to their calls and because it. You were correct in a great way. To learn something is to teach something. And so have one of my ones that is a little more proficient, helping some of the newer ones and showing them and guiding them is, here's where you can fit that in. And it sounds great. So it's, it was a great idea and I'm, I'm excited to do this tomorrow.

Well, every store should be doing something like this. The end result is you have happier, more comfortable employees. They'll be more confident, they'll stay in their jobs because they feel like they're doing good. And lower turnover leads to higher conversions and an easier job for them for the BDC manager. So it just was really good. If anyone has any questions, reach out to me or. Or Liza's team and. And we can walk you through this process, but no one does it better than Kim. So with that, I want to wrap it up today. Thanks again. We're going to do this in one and look forward to it. Hopefully, before then, we'll. We'll get you into Florida for a reason or two, so.

Well, for sure. And, you know, now that I met your tripled our best number challenge in one month. You owe us lunch, buddy.

I. I do. Lunch is coming. Yeah, we'll. We'll we double it again. We'll we'll do it again. So. Okay. Thank you. Have a great day.

Thank you, Scott. Have a great day.