Tuesday Training 3PM Session

this afternoon. Sorry about that. Not to spoil the ending, um, you may have seen this in your packets for the week, but your homework between now and when we meet again on Thursday is to practice some outbound calls in your training sandbox. So this is how you're going to do that. So you can either delete the number that's there and replace it with, with a number, or you can just add it. It's up to you, whatever, whatever's easier or best, easiest or best for you. Um, I would add the phone number of whomever you're going to practice with, whether it's a fellow team member, maybe it's your manager, whomever you're going to practice those calls with. Um, that, you know, that allows you to, to do two things. So, um, we want to reach a real person if we can. So again, so you can kind of practice what that call sounds like through Volley, what that call looks like. And then also it's a good opportunity for you to, uh, uh, test your headset, right? Make sure it functions, make sure that person can hear you and you can hear them and all that good stuff. Right? So I'm going to go ahead and add a number because I'm going to, I'm going to practice on my own phone. But again, you're going to add the number of, you know, your team member, your manager, whomever you're doing training with on your outbound practice calls. So I'm going to just click add number. And I'm adding my phone number in here. The number type doesn't necessarily matter. They all function the same way. In the future, when you're on a real customer record, if you ever have a situation where you have to add in a customer's number to their profile— you shouldn't have to do that all that often, but if you do, you know, it matters because you and other team members want to know in the future, is that their cell number, their home number, etc. But they all function the same. So I'm going to choose sell, and I'm going to go ahead and save it. And now I can practice my outbound call. So before I go further, questions as to, as to how I got there? Okay, so we're going to go ahead and initiate our outbound call. So we've got this customer, Laura, that's been pulled up for us to contact. Yep, couple questions. Absolutely. When we log into the queue, should we log in the demo? Yes, when you're practicing, absolutely. I'm gonna go back here to the main page. Your best practice for your day-to-day, once you get rocking and rolling in Volley, is to log into all of your queues. When you're doing your training, just go ahead and log into that specific campaign. Um, again, once you get rolling with it with all of your regular calls, you want to log into everything. When you launch those inbounds, you want to log into everything. For your training, just go ahead and log into your individual training sandbox. Um, and then yes, I can show you one more time. Absolutely. So I'm going to access my demo area. I've logged in and I'm going to go over here to the call screen and I'm going to add a number. So I'm just going to delete the one that I just did, just so that we can go through that process again. So again, in order to practice, you're going to want to add either your num— you know, your, your, your team member, your manager, whomever you're doing these practice calls with. You just click the add a phone number button, you type in whatever that number is, right? Maybe it's their cell phone. You go ahead and choose that number type. In this case, it's a cell phone, and choose save. And now you can have that number to practice with. Okay, so if you will notice up here at the top right, there's a button called Start Next Dial. There's also a down arrow next to it. You can choose which number you want to contact. So if there's more than one number, um, you know, when, when you call real customers, you know, maybe you want to call someone's cell number before their home number or whatever it may be, right? Maybe it's the opposite. Um, you know, if you want to choose a customer's number, you can go ahead and do that. So I have this customer, Laura, has been pulled up for me. She's the next person that I'm going to contact. And then I'm going to go over here to the far right, under next to Start Next Dial. I'm going to click this arrow, and I'm going to call the number. When that happens, I want you to notice that these buttons here get replaced by kind of a peach or a tan colored call ribbon. That has some different call actions on it. So I want to, to go ahead and draw your attention there. So I've got my phone because I'm gonna practice calling myself here. So I'm gonna choose the number I want and I'm gonna click on it. Here's my phone calling. Okay. And now I'm on with the customer. Okay. So we've noticed a couple things. So notice that I now have this call ribbon right here. Okay, so this call ribbon— I'm just going to move this over to the side here— this call ribbon will have, you know, some actions that we can hover on and, and see, you know, see our options. So if we need to mute ourselves, we can. You can put the customer on hold if necessary. We give you a dial pad We know sometimes you might call somebody's work number, maybe need to press an extension for them, right? This icon is the instant voicemail icon. This may be something that your account uses or, or doesn't use. Essentially, it's the ability to have prerecorded voicemails kind of teed up and ready to go to use those on voicemails for customers. You can hang up the call if you need to end it before the customer does. And then there is also a, a, there's a transfer button here that we'll talk about in just a moment. So this is the call ribbon that you get when you initiate your call. So one of the things we're gonna practice a couple different times today, and we're also going to practice it during our time on, uh, Thursday, is we're gonna practice the transfer process. So you will probably transfer more customers, um, on an inbound call than an outbound call. Um, but you're gonna do it with enough frequency that we wanna make sure and go through it a couple of times today. Today and then some more times on Thursday. Um, and because it is one of those questions that we get the most often from agents is in relation to transferring. So if you remember from yesterday, if you remember, we talked about that contacts directory, right? So in this middle section under More, I'm going to click here and I'm going to go to Contacts, right? So this is that directory of, as I mentioned yesterday, you know, when your managers are sending us information to get you onboarded These are— excuse me— these are your contacts that you probably transfer to frequently. So these would be managers, advisors, maybe a ring group for finance or parts. Maybe it's your preferred towing company or your collision center, you know, whomever that you, you most often transfer customers to. So I'm going to show you how to do that in just a minute. I'm going to show you the, the options, you know, how we actually transfer a customer's call. But I just wanted to draw your attention to this contacts area that we talked about yesterday. You might have remembered from yesterday that these were, these were just, you know, gray. There wasn't any other information inside these fields. But when we're on a live call with a customer, we now have the ability to do either a blind transfer or a warm transfer. So I'm going to demonstrate a transfer for you here in just a moment. Before I do that, does anyone have questions as to where we're at so far? Okay, so I'm going to initiate a transfer, and again, we're gonna practice this a couple times today. So this customer, let's pretend customer Laura needs to talk to advisor Katie. You're going to get very familiar with your own directory. So you can go ahead and scroll if you want to. You can also type in their department or their name. You know, it's really up to you and, and whatever you find easiest. So, you know, whatever you find the best there. So I'm going to go ahead and initiate a warm transfer. I don't typically demonstrate blind transfer for two main reasons. Number one, because it's pretty self-explanatory for blind transfer. You know, you transfer the customer and, and then, and then, you know, that call is off your plate. right? I also typically demonstrate warm transfer because most of our accounts require that their teams warm transfer or make sure that that person is there and available to speak before they send the customer over, over to, to that advisor or manager or whatnot. Okay, so I'm gonna find— I found advisor Katie. Let's say customer Laura needs to speak to advisor Katie. I'm gonna go ahead and click warm transfer, and you're gonna see this pop-up come up, and it's going to have a phone number indicated. You don't have to change it. You don't have to do anything with that particular number. Okay, you may look at that number, you may look at other numbers in your contacts directory and think, well, that, that's not the number that I'm familiar with for advisor Katie, right? You may look at that and think, you know, oh, I usually call her at extension 123. So in Volley, you will not use extensions. The reason is because extensions are not unique, meaning, you know, there could be, you know, dozens, maybe even hundreds of people across the country who have an office extension 123, right? Volley wouldn't know where to send that call. So it's going to be a 10-digit number. So to do a transfer in Volley, you need a 10-digit number. So your IT team, your management team has provided us with those numbers. So if you're used to seeing an extension and you may not be used to seeing their full 10-digit number, you know, just know that that is the number we have received from your team. We can always make changes to those, right? If somebody's contact information changes, if someone leaves, if someone joins, if they change their phone number, we can always adjust that over time. But just a kind of a heads up if you're not used to seeing that 10-digit number. When I click transfer, the customer is going to get put on hold. We're gonna get a secondary phone window that pops up while we wait on hold for that person we're warm transferring to. So again, I click this green button, pretend customer Laura is gonna get put on hold in this case, and we're gonna get a secondary call window that pops up and we're gonna hear some hold music. Now I'm gonna go ahead and just accept the call on my phone just so that we don't continue to hear the music. But we will go through what options there might be with this particular call. So we can cancel the transfer using this red button. Let's say we don't reach Advisor Katie, or we do reach her and she indicates she's not in a place where she can take the call, right? So we can cancel the transfer, you know, go back to Customer Laura, take a message, etc., right? We also have this orange button that you can speak with the customer. You might have a situation where you need to ask the customer a question. Or you need to keep the customer updated as to the status of the hold, right? You don't need to necessarily cancel the transfer, go back, talk to them, and then initiate the transfer again. Let's say, for instance, customer Laura indicated to us maybe she had been trying to reach this advisor for a while and she was okay waiting on hold, but we still want to check in with her just to see if, if that's still okay with her. So I can click this orange button and I can say something like, oh shoot, well, that wasn't supposed to happen, everybody. Sorry about that. I'll do another one. I don't know what happened there. I will do another one. Sorry about that. So you can speak with the customer. I'm not sure what my phone was doing there. You can speak with the customer if, for instance, let's say, and I'll demonstrate another one here in a second. I'll just disposition this so we can move on. Or then you can also bridge the call and bring everybody else in. So I'm not sure why that happened to everybody. I really apologize for that. Something got wonky on my phone there. I probably pressed a button incorrectly. Let me go ahead and again I'm going to put in my number because I'm doing another test call. I'm going to go up here and initiate a dial. Okay, I'm going to go to my transfer area, my contacts. I'm gonna go ahead again and transfer a call to Advisor Katie. So again, I could speak with the customer, bring the customer in again if I needed to check with them. Are you still okay holding? Are you still okay holding for Advisor Katie? You can also bridge the call. When you bridge the call, all 3 of you are on the line. So in that case, I've confirmed with advisor Katie, you know, I, you know, I've given her maybe the question that customer had, you know, why they needed to be transferred. You know, she has the information she needs. And then when we bridge the call, all 3 of us are going to be on the line. So in this case, it's us, you as the agent, the customer, and then the person we're transferring to. All 3 of us are on the line. From there, it's, it's whatever your train— whatever your process is to hand off that call. So I'll demonstrate one of the processes, and again, we'll do this a couple of times, but I can go ahead and hit bridge call. Again, when I choose bridge call, and that's why we have a note up here to make sure you do that when you're ready, when I bridge the call, all 3 of us are on the line. So until now, the customer is on hold unless I wanted to kind of break in and speak with them. But they're on hold, and now I'm gonna bring all of us into the conversation. So I can say something to the effect of, hi, customer Lando. I've got advisor Katie on the line. She's gonna take it from here and help you out. You know, thanks so much for calling. You go to the call ribbon and you can end your portion of the call. So you handed it off. Now you're done. You can end the call. That does not end their conversation. They are still having their conversation. So, so you, you're done with your piece of it. You're ready to move on, but they're still having their phone call. You didn't disconnect from them. They're still having their conversation, but now you're finished with your piece of it and you can choose the disposition and, uh, and move on and go from there. So again, I'll, I'll, we'll, we'll demonstrate that transfer process another couple times on our call today. Conceptually, how we transfer the call any questions there? Okay, so, uh, if you remember from yesterday, our next step, our last step on our calls is to choose our disposition. So that's the pencil icon over here on the left-hand side, right? So we talked about the dispositions yesterday, um, how we can use them, you know, making sure we choose the, the right disposition for the right situation, right? What I wanted to talk to you about today, you do have the option if you want to, to choose up to 2 dispositions on every call. You don't need to, it's not required. There are certain situations where it's not going to make sense, right? You're not going to have, uh, ring no answered and general question on one call, right? That doesn't make any sense. The reason we added the ability, and this has been, oh, in the last 6 months or so with Volley, the reason we added the ability for you to choose multiple dispositions is primarily to make multiple appointments on one call. So I'm gonna toggle back from the contacts. I'm gonna go to this more and pull up the vehicles in my pretend profile here. And I'm gonna go ahead and add a vehicle so that I can demonstrate that for you. So let's just say, and you can do this in your test area, push buttons, add things. Again, this is not customer-facing. So just go ahead in any of these menus in your sandbox area, practice creating things, adding things, editing things in your test area. So let's say we called customer Lando as an example. And if you remember from our time on Monday, The vehicle that's checked reason for communication is the reason they were in that particular queue or that particular campaign, right? Were they due for service? Is this part of a recall? Is this an appointment confirmation? Right. It's for this particular vehicle. So let's say that Lando had maintenance due on the Honda. We were calling him about the Honda, but you were doing your due diligence and you noticed that in his, in his profile that he was also due for service with the RAV4 and you got him scheduled for the Honda and you also got him scheduled for the RAV4, right? So we're gonna choose our appointment schedule disposition. So we're gonna go here and choose it. Remember from yesterday, you will still use your scheduler. So any details go into your scheduler. All we need here is a date and a time. So I'm gonna choose the date. So let's say that he's coming in tomorrow at 2:00 PM. And then it's with the Honda, right? I'm going to go ahead and choose this green save button. This allows me to pick more than one disposition. So I'm gonna go ahead and hit save. Then I'm gonna go back up again, choose another appointment. Let's say for— we got him in on Saturday morning. And let's say this was for the RAV4, so we can choose that other vehicle and then we can hit save. So again, you can choose up to 2 with every call. You're not required to. In probably 90+ percent of your calls, picking more than one disposition is not going to make any sense. But you, you will use it in particular on calls when you want to schedule more than one appointment. In a particular customer conversation. Any questions there? Okay. And we'll go through this a couple more times. We're gonna be practicing our outbounds, you know, for, for quite a bit of our, our time this afternoon. So the next process, the next step in our process, we have 2 buttons. We have a Save and Stop in red, and we have a Save and Dial Next here in the green. So Save and Stop says, bring me up my next outbound customer I need to call. Save and Dial Next says, bring me up the next customer I need to call, but Volley will wait a few beats and initiate the dial for you. In Save and Stop, you can initiate the dial when you're ready. From an efficiency standpoint, you can do Save and Dial Next when you get more comfortable. When you're first getting started especially, we really recommend using save and stop. Again, that will bring you the next record and then that, that allows you to choose when you initiate that next call that's going to happen, that next call. Right. So I'm going to go ahead and hit save and stop and I'm going to get the next customer. Again, I'm getting fed those customers in the order my manager wants them contacted and also in the order of their priority. And from what we talked about yesterday, as a reminder, remember, we've got the dealership name here. And the reason we're calling them here in the middle, what's their queue, what's their campaign, and then our attempt. Is this our first time trying them, our third time? You know, what, what, what does that look like for this particular customer, right? So again, we're gonna initiate our next call. So again, when you're in your training records, you're gonna go in here and click add phone number. You're going to add your number or your manager or your team member or whomever you're practicing calls with. I'm going to go up to the Start Next Dial area, choose this down arrow, and I'm going to pick this 319 number that I want to call. It's ringing on my phone. So one of the items I wanted to talk about here, I'm going to go actually toggle back to our Contacts area again. I'm going to have that up and in my middle section as well. One of the areas I wanted to talk about is the final button over here, the final, uh, choice on our call ribbon here. This also allows you to transfer. So we're gonna start with the bottom two, um, either a blind or warm external transfer. When we mean external, we mean people outside of Volley. So external doesn't mean people outside your organization. It just means essentially you can think of it as, as people who aren't agents, people like yourselves, people who aren't using Volley on a day-to-day basis, right? The main reason that, you know, you would use one of these buttons here versus finding them in there in your directory, if you click on one of these options, again, a blind transfer or warm transfer, they function the exact same way as these buttons. The difference is here, you need to type in the customer's number or I'm sorry, not the customer, the person you're transferring to. You need to type in their number, right? We give you that option because we know there's instances where you need to transfer a customer somewhere and maybe it just doesn't happen all that often. Maybe every 6 months or so you transfer them to a number at, you know, at Honda. Right? Maybe it doesn't make sense to have them in that directory because you just don't transfer to it that often. You can use those buttons to type in any phone number you want to send the customer to. And again, it has to be a 10-digit number, so it can't be an extension, you know, it has to be a 10-digit number, an 800 number, that type of thing, right? So again, the difference is the caveat being You know, we want you to use the transfer options on this ribbon for those out-of-the-ordinary transfer situations. If it's anybody you transfer to with any frequency, we want them in this directory for you. It's just faster and easier for you and your team. Okay. The other thing I wanted to mention in terms of your contacts directory, it is, you know, your managers have done an awesome job. Of supplying us with the, the information to include here as part of your onboarding process. So we have the names of, you know, your advisors, again, ring groups for, for parts or service, maybe it's individual members of leadership, whomever it may be, right? It is super common when you're first getting started, you know, when do you— when you first start calling real customers for us to realize, you know, oh shoot, we forgot about the receptionist, or we forgot about our preferred towing company, or maybe, you know, a couple months down the road someone's no longer with your company. Maybe you've added new people. We can make any changes that we want here. Your Volley team will, will train your manager to do that on their own, but we're always here to help as well. So we can always make any of those changes that you need. Just keep an eye out for that, especially when you're first getting started. That you're going to want to, you know, take a look in your contacts directory and just make sure that the people who you expect to be there are there. As I mentioned at the top of our call, you're going to practice, you know, the next couple of days before we meet again on Thursday. You're going to practice some outbound calls like we're doing right now in the training environment, right? When you're done training with me, before you, you launch volley with those inbound calls, you and your team are going to be making outbound calls to real customers before that inbound launch starts. So when you're doing that process, when it might be a recall campaign, your manager has you calling, when you're doing that, even if you're not transferring those customers, once you're in, in those real customer records, keep an eye on that contacts directory in the first couple days before launch. And again, just do a perusal and, and see you know, if the people are there that you expect to be there. And if you feel like there's anyone missing, you know, let your manager know and we can get them added for you. So I'm going to show you another couple transfers. We're going to do that another few times. But I also wanted to draw your attention here on the ribbon. You might have seen at the top we have an option to do a blind internal transfer. So internal, think other people using Volley. So other agents like yourself. So this is when you want to transfer a call to a fellow agent. Maybe a customer has asked for that agent specifically. Maybe you speak multiple languages in your area and there are people on your team who speak Spanish, for instance, and those customers who speak Spanish are connected with those particular agents, right? And you need to transfer a call. So let's say customer George called in and I needed— he asked for my team member Sally specifically. I can go ahead and click this blind transfer button right here at the very top, and I'm going to get a list of my teammates. So I locate the teammate I want to transfer the call to. You just click this, this checkbox next to their name. And you hit this green transfer button below here. When you do that, the call gets fully transferred to your team member, so you don't disposition it, you don't finish the call. All that activity gets passed to your teammate. You would just be brought up that next outbound call you need to make. Okay, so again, once you transfer it, that goes to your teammate. You don't disposition that call because that's been passed on to them. They're now going to finish that call, disposition it, etc., and you would just get your next outbound customer popped up ready for you to contact. So a couple things to think about before you go ahead and transfer a customer to one of your team members. Make sure that they are, that they are in a, that they are physically there at their desk and they are able to take that call. If you notice in the middle, there's something called the status. Now these all say offline for, for these test users, right? But you could have teammates where it could say status incoming call or outgoing call. It could even say available. Even if their status to you says available, it doesn't mean they're in a place where they can take that customer's call. We're going to talk more on Thursday and Friday about some best practices. You know, when you walk away from Volley, when you when you go to lunch, when you take a break, how you let Volley know that you did that. We're going to talk about that next, next time specifically with inbound calls. But you may have a team member who walked away from their desk. Maybe they forgot to say they were on break, right? So I would just make sure if you're physically in the same room and you can see your team member that they're there, go ahead and initiate that transfer. If they're currently on a call, when they finish up the call they're on, instead of getting fed the next outbound call, that customer call will just come to them the same way, right? So even if they're on a call currently, they'll get that call when they hang up. If you are remote, if you have maybe a WhatsApp or a group chat or a Slack channel or Teams or something to where you can say, for instance, hey, Sally, I've got a customer who's looking to talk to you. Are you available? Etc. The reason I'm giving you this information, the reason we want to keep this in mind, is when we do those blind internal transfers, when we send that customer to someone else, the customer will wait on hold until your team member answers or the customer chooses to hang up. So we just don't want a customer transferred to someone's desk if they're not there, right? If they went to lunch, um, you know, if they're not available, that type of thing. In that case, maybe, maybe there's another team member we can transfer them to. Maybe we take a message, you know, whatever process your manager would like you to have. But just something to keep in mind when you do— again, before you initiate that transfer to your teammate, just make sure that that person is there, that they're able to take that call, and that, you know, you confirmed that, that they're available. Any questions there? Okay, so I'm just going to uncheck this and I'm going to go back. You can also type notes in, so if you want notes to be included, um, you know, if there's anything you want that agent, your fellow agent, to know about that call coming into them, you can type notes to them if you want. So I'm going to go ahead and close this. I want to demonstrate what that transfer looks like again. We're going to do that again before we end our time today. So again, I've got customer George, Customer George wants to speak to Advisor Katie. I'll go ahead and show you what a blind transfer looks like just so that you can see the, the difference. It's, it's fewer steps, but you may have situations where you blind transfer, so I'll just show you what that looks like. I found— I'm going to go ahead and find Advisor Katie. I'm going to do a blind transfer. Same window pops up, same, you know, phone number information pops up for me. I go and hit transfer, but with a blind transfer, instead of getting that window pop up, right, where I'm looking to, uh, you know, wait on hold, um, now I'm just, I'm just out of the call completely. I'm done with it and I can do my disposition and I can move on to the next thing, right? So that's just the, that's the primary difference. So, but again, I spend more time talking about the warm transfers because most of our accounts require that their teams do that. So I'm gonna go ahead and choose my disposition. Let's say this customer was tra— successfully transferred, et cetera, et cetera. And again, if you're choosing one disposition, which you're going to do the vast majority of the time, you don't need to click save and then save and stop. You can just click save and stop if it's only one disposition. The save is only really if you have multiple. If you click save and it's not gonna hurt anything, it's just an extra click you don't need. So you can keep that in mind. I would also highly encourage you to put notes on every call. Doesn't need to be a novel, probably shouldn't be, right? Doesn't need to be paragraphs and paragraphs, a short sentence or a couple of words that will help your team members. You know, we'll, we'll look tomorrow when we look at some, some inbound calls in particular, we can again, Remember, in this middle section we can see the communication history with a particular customer. So you can see in that any notes your other team members have made. So if you or a manager or someone else is looking at that customer's information and just kind of wants a heads up of what happened in that call or what happened in that interaction, we would always recommend placing some notes. So again, I'm done with this conversation. I'm going to click save and stop. And then I have my next outbound call that my, that my manager wants me to make. So any questions on, on what we, we spoke about today? We're gonna, we're gonna talk about a few other topics before we end our time this afternoon. But does anybody have questions either on how you practice outbound calls, picking multiple dispositions, or transferring calls? And again, we'll talk more about transferring and dispositions. On Thursday when we speak about inbound calls. So you'll see that a couple more times. Um, again, your homework for— you probably noticed this in your packet— your homework for today and tomorrow before we meet again on Thursday is to make some practice calls in your training area, in your sandbox area. So make sure you duplicate that process. You either delete the phone number that's here or edit it and override with the number you're calling, you know, your manager or your team member. Or you can choose to add. It's up to you, whatever you feel like is best. So, Stephen, that was the, the packet. I can go ahead and make a note. That was the packet I emailed out, you know, yesterday with, with our, our schedule for the week. If you put your email in the chat, I can make sure that, that you get that, and I can send that to you for sure. Jamie, Jamie, I'm sorry. Yes, absolutely. So I would— it would be my recommendation in your training area. Now, again, this is in your sandbox. Obviously, you're not, you know, putting your phone number on a real customer profile, right? But when you're doing this training, you can, you know, pretend to call yourself, put in your own phone number, and maybe you want to, maybe the first 1 or 2, just to kind of practice functionality. But we really want you to practice with your manager or another team member for a couple of reasons. A, so you can kind of, you know, get the call flow, you know, hear what it sounds like when someone answers. You know, you can have that interaction and that conversation. It also helps you, you know, make sure that your headset is functioning right before you get on calls with a live customer, that your headset works, that everything is functioning the way as it should, right? So again, I would recommend when you add that number, it's whomever you're practicing with. Again, whether it's your manager or another team member, That's what I would encourage you to do there. Okay. Well, I'm going to stop sharing my screen and we'll finish out our time this afternoon. A couple of things I just wanted to chat about before we end our time today. You know, we know in speaking with, with accounts in our onboarding process, For some of you, this may be, you know, a first time that you're making a lot of outbound calls to customers. Maybe, maybe you and your team have made outbound calls quite a bit in the past. Maybe you've done certain types of calls like appointment confirmations, but, but may— this may be the first time that you are, you know, contacting, you know, customers, you know, on this regular basis, on an out, you know, on an outbound call basis. So just something to kind of think about, you know, as, as, as you— if that is you as you embark on this and as you're making more outbound calls to customers on a regular basis, you know, there is a comfort level there, right? And that just comes from practice and, you know, comes from getting in there and just, you know, doing it day in and day out. But we want to also really reframe it, you know, frame it in your head. We are educating and helping the customers. right? You guys are in it all day, right? This is your job. Knowing maintenance schedules, knowing that it's important for people to come in and get their vehicles serviced, you know, that's your role, that's your job. So you're really tied into that daily. For most people, you know, myself included, you know, that 6 months between when I need to get serviced always comes really fast, right? I probably should have a reminder in my calendar that, you know, I need to schedule my service appointment or I need to reach out to and so, right? You know, it— but it's always nice when you get that proactive phone call, when you get that proactive reach out that says, you know, your vehicle's due for its regular maintenance. We have availability on Friday afternoon or Saturday morning. You know, how can we help you there? Right? So just some things to think about. You know, a lot of customers do really appreciate this proactive, helpful outreach. Also, if there are, you know, an open recall on their vehicle that you can help them get scheduled for, those types of things, right? Keeping them reminded of appointments that they have coming up. If they have, you know, if you call customers on a loyalty program that you have, you know, letting them know that they have services that they can still use that are, you know, part of their purchase or whatnot. Right. And with that, you know, that goes along with that is, you know, having that active listening portion, right? Making sure that we are fully engaged in that conversation with that customer. We are, we are listening to them. They know that they're being heard, respected, understood. They know that their call is important to us, right? And we're going to have fewer misunderstandings or fewer moments of needing to ask them the same question more than once, right? And as we talked about yesterday, you know, we're always striving for that customer loyalty benchmark, right? The customers who, you know, wouldn't think of going anywhere else, who refer us to other people, who purchase their vehicles either new or new to them. Right. So we want to keep that. And your team really keeps that going and really helps, helps that customer interaction. So just making sure that, you know, we, we, we understand that what we're doing is educating, we're helping the customers, you know, we're taking that task off their plate, right, of them having to remember to call us and get serviced and get scheduled because, you know, their vehicle is— it's an investment. Right? It's an important investment. It's a lot of money. It's, you know, they need it. They need it for their jobs. They need it to get to school. They need it to get their kids where they need to go, you know. So it's important. It's important for their safety that it stays serviced regularly and properly, etc. So just want to make sure we keep that in mind when we're looking at outbound calls for our customers. So to remind you, I know most of you have done a fabulous job of this so far. But just a reminder before we end our time this afternoon, if you haven't already, please put your information in the chat. I only see your Zoom names, so if, you know, if, if a couple people are watching, I can't, you know, I can't see who all is joining. So most of you already have, but if before you hop off today, if you could put your info in the chat, that would be fabulous. We will not meet tomorrow, so we don't meet on Wednesdays. We don't have class on Wednesday, but we will on Thursday. So not tomorrow, same time Thursday. Um, practice those outbound calls, practice with another team member, or practice with your manager. We know from, from doing hundreds and hundreds of these launches over the last, you know, 5, 6, 7 years, right? The teams that are the most successful are the teams that practice before they launch. So we highly encourage you to do that. We have that sandbox environment for you to do that. So I will see you again on Thursday. Be sure your info's in the chat before you leave. Um, let us know if you have questions. Otherwise, I hope you all have a fabulous rest of your day, and I will see you all on Thursday afternoon. Take care.