How Will AI Affect Your Service Department? | SDR #296

Welcome, everybody, to the big show. Today we're going to talk about artificial intelligence and how it is going to change everything. It's a great conversation. Christian's going to tell some jokes. Hoagie is going to let us in on Taylor Swift's future albums and much, much more. Coming up on this edition of Service Drive Revolution.

How are things in Oklahoma, Hoagie?

Going pretty good. Going pretty good.

Hoagie told me once he knows when Taylor Swift's coming out with a new vinyl. Do you know how he knows?

No. Like he's got an inside track.

Yeah, for sure. Wow. Yeah.

Okay.

It's pretty inside to hear this.

His daughter asks for what chores she can do for 40 bucks. She's.

Yeah, I think the new vinyls are usually about 40 bucks or so. Yeah. So whenever my 15 year old starts asking for chores, like, I know it's.

There's a drop coming.

Yeah, yeah.

Are they always 40 bucks?

I think so.

So she's always with her pricing and everything like that.

Always pretty much stays right around there.

But I actually think that's kind of sweet because you would think that a 15 year old would be downloading all the music, but she wants a record.

No, Taylor. Taylor's trained them.

Yeah, she.

She. She puts a lot into the collectibility and exclusivity of the vinyl.

So she's doing like different colors and stuff like that.

Oh, different colors by region, by time, by her mood.

Like.

Oh, probably by store that sells them. I would guess that there's probably like official Target one or whatever.

She's really good at that. She's a. She's a merchandiser.

Oh, for sure. Well, and there's. Yeah. And everything's tied together. Right. Like there's this whole cryptic underworld of the Taylor thing, and part of that's tied to the vinyls too.

And for your daughter, I know that you're a family of cheap Chiefs. Chiefs fans. There was no intensity change. Right. When she started dating Kelsey.

It's always been like this intensity for what?

For her fandom Of. Of Taylor Swift.

Oh, yeah, for sure.

She doesn't care about the Chiefs thing, does she?

Yeah, no, no. They. My. All my daughters and my wife care about the Chiefs. For me.

That'S cool. So. And just for. In case you've been living under a rock, Taylor Swift, who's a American artist, is dating one of the Kansas City Chiefs. That is Hoagie's team.

Yeah.

When it comes to the NFL.

Yeah. And he made her.

And it's a family thing because your dad yeah.

Grew up in Kansas City and we.

Had the, the pleasure of hanging out with your dad. He was a big hit at the Raiders. Raiders. Chiefs game. Yeah, in Vegas.

He loved it.

He was, he was the life of the party.

Does that sometimes, you know. He was the life of the party in, in Yukon, Oklahoma. Last week too. Did I tell you about that? Oh, man. So he calls me, you know, normal occurrence. But he calls me and he's like, hey.

You know, I need to tell you something in case the cops show up. I'm like, in case the cops.

That's how every conversation should start by.

7 year old father before. No, no, I've never had this conversation with him before in my life. So he's like, he's like. So he goes, he goes on to tell me this story and I just want to get to the punchline. And I'm like, why would the cops show up? Like, I don't understand. That's exactly what I asked him. But he's like, well, you know, I went to the grocery store and I went in, I was just in there for a couple minutes and I came back out and my truck was gone. And he's like, I was like, oh no, my truck got stolen. And so he, you know, is walking to where he parked and, you know, getting ready to call the cops and everything. And he looks out like way across this big parking lot and he sees his truck in, in the ditch, like, you know, and so he starts walking down there and there's this guy is like, hey, is this your truck? And he's like, yeah, yeah. And he's still thinking somebody stole it and like they didn't get away or, or something and just like bailed out because the door's open and it's in this ditch. It's F150 important in Oklahoma. Yeah.

What side are you following? Okay, so your dad's Ford guy. Yeah, we just found that out.

So he, I was talking to this guy and this guy's like, yeah, I already called the cops, you know, and, and everything. And he's like, well, you know, it all, it looks okay. And the guy's like, yeah, it's the craziest thing. He's like, you wouldn't believe it if I told you, but see, way up there by the grocery store, it came rolling out of the parking lot and it went perfectly in between all the cars down the aisle and rolled through this ditch across lane, busy road in the city. Went across the other side and up the ditch and then back down, back across Traffic. Traffic stopping on both sides and back down in the ditch. And then stayed there. And he's like. And it's been here for a couple minutes. I already called the cops. And. And then you came walking out, just literally after I got off the phone. And he said, so I look down the road, and I see, like, blue and red lights coming, and the truck looks okay, so I didn't want to hold up traffic, so I just got in and drove off.

I'm like, so you ran from the cops? No.

So do we know. Did he leave it running?

No, it was not running. It just wasn't in gear.

So he put it in neutral.

He just never. I think he turned the truck off. Yeah, so he hit the button to turn the truck off, but never shifted it to park. Yeah, but shouldn't jump.

Stayed in drive.

Yeah, but it'll still roll and drive.

Is it a. Is it one of these or is it one of these?

No, it's one of these. Okay. It's a. Like a shifter on the center console.

I feel like the rolling tells me it was in neutral or he left it running.

But no, it's hilarious. He can.

Since he didn't. Didn't leave it running.

Did the cops ever.

And no, the cops never called, but he can't. So he.

So he gets in and drives off. And then he said as he was driving down, you know, to head. Head back home, he sees blue and red lights coming the other direction, and he's like. He's like. But then I felt like I should still check the truck. So I turned off into a neighborhood real quick to check. I was like, so you're running from the cops? He's like, no. Like, each step of the way, he contends he wasn't running from the cops, but, like, everything says he was. And I was like, so you calling me worried about them showing up here. You got in and left before they got there, and then you saw another one coming, and you ducked off in a neighborhood. He's like, no, no, no, no, no.

So, yeah, you could have, like, the next day, you could have been like, okay, so they called. It's Detective. You write this down. Dad. Detective Dennis, you go turn yourself in.

I told him you'll be there by 10.

I'll bail you out.

Yeah, in the olden days, probably Pre.Pre caller ID. You could add a lot of fun with that.

What would he get? A ticket?

I. I don't even know what the. I mean, I just feel.

He didn't break. He didn't break a Law.

No, I feel like that's.

I'm sure there's some sort of ticket for not putting your brake on or something.

Yeah. Yeah.

Aren't you supposed to put your parking brake on?

I think you're supposed to.

Do you put your parking brake on?

I don't know.

I don't.

I. I think once you get to a certain age, they.

You know, they might encourage me to take his driver's license, take his car away or something. I don't know.

I would guess that's. That's pro. What do you mean?

You don't probably.

You don't even have to know how to talk. And you can be president.

So your dad.

Your dad can play frogger with traffic for a long time.

And by the way, he won from the sounds.

Yeah. Yeah. No, yeah. Flawless. He's. Yeah, he's 10 at the moment.

That always happens to me with. With my stepdad when I drive his truck when I'm up in Washington because he always puts the E bra on. And I swear this thing won't go.

No, E brake doesn't work that good. It takes a while to notice. Yeah. It's not holding anything back. It's funny. And I'm always like, man, I just haven't put a knee brake on, I don't think.

Yeah.

For as long as I can remember.

Yeah.

It's just funny. I don't live on a hill.

Yeah, that's a good point.

So that's what's been going on in Oklahoma.

Interesting.

That's pretty great.

Good times.

I love it. Cops.

Okay. You want to do a little news and then we'll.

I do.

So a couple of things in the news that really kind of worried me. One is something that Chris and I got to witness kind of firsthand. But there was an article.

Out of Reuters and they were talking about the fact that car insurance has gone up just astronomically. And the. The belief is that in some segments of vehicle types, so the highest was mid sized cars, which makes sense because that's what Alex had. But mid sized cars make up 25%. The insurance cost makes up 25% of the overall cost of a vehicle on an annual basis. So let's say that you have a $10,000 car, your insurance is 2500 bucks. You have a $20,000 car, your insurance is 5000 bucks. And people can say, no, that's not true. I don't pay anything.

One is.

I know for sure. I thought it was because I moved to la. My insurance rates are way higher than I thought they would be, but we have someone in our office that bought a car. She's a new driver. And all kidding aside, her cost of insurance for a year was almost as much as the car. And it's affecting people's ability to buy a vehicle because they're. They can't afford the insurance too. But the worst thing is is that not everybody before they buy a vehicle calls to figure out how much the insurance is going to be. So they just assume whatever car they've got, that the insurance is going to be the same. That is not the case anymore. So it's a little more of a cautionary tale. So like, you know, interest rates are going.

The, you know, price of cars has gone up a lot. Now the price of insurance is going up. And then the backside of that is that. I don't know that there's a really good reason for why insurance rates are so high. I don't know if it makes sense.

I mean, I guess the average cost of a car went up after, you know. Covid. Right.

Yeah.

But it feels like to me like insurance is more than doubled. Like it doesn't seem like.

Yeah, I don't understand it either.

Yeah. The price of the cars hasn't doubled, but the insurance definitely.

You know, it's interesting on the Tesla, guess who. Well, you know this, who you get your insurance from when you buy a Tesla.

I know, I know.

Tesla.

Tesla.

That's right. And it was also super reasonable.

Yeah.

Compared to what I have now because I progressive now.

But what, what you're kind of insinuating is that the, a lot of times barrier to purchasing a car is the insurance. Tesla has their finger on that.

Yeah.

Maybe Ford and GM and Toyota should start doing their own insurance.

Yeah, yeah.

There is to, there is economies of skills with that. Right. Because you own the parts department and you could incentivize dealerships to have body shops.

Oh.

Like it could be a profit center for you and you could compete in the marketplace. So instead of going to Geico, somebody gets a coral and you're like, hey, do you want us to add an insurance for another whatever a month? It's just part of your payment.

Yeah.

And then it's gotta get done at the body shop that you own.

Right.

Yeah.

Like you just control the, the input and the output.

Right.

That's the other really interesting thing to me about insurance rates is that when you, you look at body shop and what the, what the insurance companies pay the body shops, their payout per hour on the labor is not much. Different than it was 15 years ago.

Yeah.

If you look at a body shop estimate now, it's still like it's a paltry dollar amount.

Yeah.

Like, I think that like 2008, 2009, when I first started seeing body shop estimates, I would say that the one I was working with in Chicago, their rate was like 45 bucks an hour. I would. I rarely see one now. That's, that's over like 55. So we're talking about a pretty minuscule increase for them to have like they're prob. Probably have tripled or quadrupled their rate since then because, I mean, I remember times where your insurance was like 50 or 60 bucks a month.

Isn't it funny that nobody but Tesla's done that?

Yeah, that really is interesting.

Like, Tesla really did study the Henry Ford like thinking and model in the sense that Henry Ford used to show. You know, when he's trying to sell flooring or whatever. He would talk about if you were to rebuild the Model A or was it a Model A?

It was a Model T. Model T.

If you were to rebuild that through parts and service, it was like $2,500, but it'd be like 17,000.

Yeah.

That the real profits were in selling the parts.

That's brilliant.

Yeah.

And that's a way to control that.

Absolutely. Isn't that interesting that.

You know, on the, on the bank side of things, they all have, they all own their own bank. Right. And they can control their financing and, and rates and stuff like that. Right.

Like, I would contend that the insurance re. Revenues more valuable in the sense that you can use that money in different ways. Right. Like instant capital. Well, you can loan it to yourself. You can do, you can invest it, you can do a lot of, a lot of stuff with it, so. And it's also tax free until you pull it out. So your, your.

Ability to leverage that money is different than a bank, but I would say in some situations more useful.

Yeah. Yeah. I think it's interesting they have that but not insurance. It's kind of. That is, that's interesting. You know, the, the other thing that I was thinking about when you, when you were talking about that is it still to this day surprises me. But it's been going on for, you know, I don't know, it's been pretty calm in the last 10 years, but in recent years it's even more. Is when you go to stores that aren't even in big metro areas. How, how many of the younger people at those places do not own their Own cars, they Uber to work. Like, it's a. It's really common. It's very surprising to me, especially, you know, if you're in Oklahoma City. It makes more sense if you're in downtown LA or something, but.

And they just do that because it's cheaper.

They just do that. Yeah, yeah, yeah. And, you know, and there's an argument to be made for that, like, what your, you know, your Uber bills, a thousand bucks a month or whatever. And they're like, yeah, probably. But I don't, you know, I don't have a car payment and I don't have insurance and I don't have gas and all that stuff. And it's way more. So it's interesting.

That is interesting. And then another piece in the news is that there's a lot of fear from consumers and dealerships alike that, that the election is going to mess up the economy. And they're. What was that number that I had here?

Yeah, I mean, that's never happened before, right? 2008 was an election year.

Yeah, that. That's going to be very interesting. So, yeah, 41% of all consumers believe that vehicle prices are going to rise, and.

Dealerships expect that. 38% of dealerships expect that it's going to get worse. And 74% of consumers, 81% of dealers believe the action election is going to directly influence the automotive industry. So everyone's kind of like, wait and see. And the funny thing is the story didn't say, like, it doesn't matter who wins. I think they still think it's all going to be a mess, which is already starting to be a mess. You know, the interest rate thing is crazy. Inventories being all kinds of weird. Like there's just. There's a lot of things, you know, Hoagie's dad, the story about your dad reminded me of something that happened to me this weekend while I was driving down the road. And this is a pretty normal occurrence. Had the convertible top down. And then lady drives past me and she goes. She like yells out her window. She's like, jackass. And I'm like.

Well, I probably did something to deserve that. And I just said, I'm sorry. And then I kept driving.

Go around very Midwest. Answer, by the way, Canadian. Almost. Almost Canadian.

Upper Midwest. So I just say I'm sorry and I keep driving. Go around the corner, ran into a donkey.

I. You. You got a little chuckle out of me.

Thank you. I'll take it. I also asked for permission first to make sure that I could. That wasn't a red card violation.

I still don't have any red cards. I'm slacking. I'll get them before we go to Denver, though. Problems. Or Aspen or wherever we're going.

Sure.

Okay.

AI, do you. Do you guys know that I'm pretty good with AI Artificial intelligence?

No.

I did a lot of the pictures in the leadership book with A.I.

It'S awesome.

Like, I would say, give me Kennedy in the Oval Office eating ice cream.

It's awesome. It's crazy, isn't it?

It's easy. Well, I mean, I don't know that it's easy. You got to play around with it.

It does most of the work, but you got to guide it in the right thing. I've seen some pretty. Pretty fascinating, literate writing that they did.

I get. I got really good at it with the pictures, but only because I worked at it. It wasn't easy. There are some nuances to it.

Yeah.

But it is fun.

Yeah.

So how is AI going to change our industry? And I think this comes in many forms because there's kind of the. There's the marketing aspect, the customer experience, and then the internal stuff. Right. So when it comes to tax, how do you think it's going to change.

For the technicians, for them and them using it as a tool?

Man, I don't. I don't know. I think this will be one of those things that, you know. You know how you watch some of those videos now about people in the early 90s talking about the Internet and just how funny it is to listen to them talk about it, you know, I think this will be one of those things where we look back on it and you're like, oh, man. You know.

But I think for, like, you.

You used to have to submit requests to the manufacturer and then wait for somebody to read it and then, yeah. Reply with a bunch of things that you already did, like, restart it.

Yeah, yeah, yeah. So I definitely think the conversation will be, you know, different than what we think it is right now, but that would be my hope, I guess. So in thinking about it, I think about what I. What I would like.

For it to solve, you know, and that's definitely one of the things, is just to be able to streamline stuff, like a lot of texts today, you know, and have for a while now feel like, you know, at least working in the dealership world, your hands are kind of tied behind your back and you're asked to fix the car. Right. Like, sometimes you just, like you said, you're emailing or. Or submitting a, whatever kind of pre approval case or puma case or whatever it is to try and get authorization for this thing. You know, what the car needs, like, you have it all there. And so for it to be able to facilitate some of that stuff, I also think like, you know, it. Taking the, the data that we have and using it to where it can give me educated.

You know, guesses on problems that I'm having with diagnosis, you know, taking, taking stuff and organizing that in some way, because there's really not a great one of those out there. Like, the ones that exist are kind of a, you know, not a whole lot better than going and sifting through stuff on Reddit and saying, okay, this guy said this, you know, was happening. And that's kind of the problem I got.

So it's a lot of like trying to, you know, connect dots. And so I think AI can, you know, take a lot of that data for a tech and organize it in a way that's pretty useful. And I was just kind of playing around with it too. Like I would.

You know, ask.

Common, you know, ask what the fix was for things that I already knew. So I take like an old BMW and say, like, hey, you know, on this year model, I got this 06 BMW 330i that's doing X, Y and Z. And, and like you said, you kind of got to know how to ask the right question to get the right answer. But I mean, all in all, it's pretty, it's pretty good.

So I think it'll, you know, I think there's already on, on one of the last episodes, there was a tech. Did you see that comment? He had, he had said like, hey, I've already, I've already tried AI. And he kind of had the same experience I did where he was using it just to kind of test it. He already knew the answer and he's, you know, kind of the same conclusion. You can.

You can use it. It's a little clunky and you kind of got to force it the right direction, but it's pretty, you know, it's pretty spot on.

My thought is that it could level out the playing field a little bit. Because if you really think about the last 30 years of cars, the technicians just gotten thrown under the bus, right, because they've gotten so technologically advanced. At least there's something where the technology actually is going to work for the techs as opposed to working against them because they, you know, so much has to do with the computers and everything like that. I think that it's got to develop a little bit more based on what, you know, you kind of found and everything. But I think there's a world where it's going to level a playing field and I think that reduction of diagnosis time and then, you know, troubleshooting and doing like the old fashioned steps one through five, man, if you get to that thing without going through five steps.

Yeah, that's efficiency could contend that there, there is a world where they're more just replacing parts. They're not really.

Yeah, absolutely.

Because I mean, I kind of feel that like that when somebody comes out to work on the Tesla, there's no way.

That kid, he didn't go to, he didn't go to uti. He's not sitting through, he's in a.

Polo shirt and khakis and he replaces the actuator with two. Like there just aren't that many parts.

Yeah, yeah.

On it, you know?

Yeah, yeah, that's, that's definitely.

If, if it was like, let's say the Tesla needed an engine, they'd probably say, you're gonna bring it in, right? Yeah, they're triaging. Yeah, but they're like, oh, a window regulator, big deal, go do it. Yeah, but they're just replacing apart. It is. There isn't a lot of diagnosis or odd anomalies like there used to be, right?

Yeah, yeah, no, that's definitely true in that world.

So then does that mean that the technician is a different type of person? Like, is it a different role?

Well, the way you described it was it's a lower skill set.

I think there'd be an ability to have more technicians.

Just think the cars are designed that way now, aren't they? They're just less. Everything is monitored and like.

Yeah, I think, I mean, when I.

Started writing service, there would be people that came in for a runability issue. There were no codes. It took a real technician to one, know the vehicle.

Right.

And then two, like through a process of elimination.

And then we started having lights and then say, oh, it's the O2 sensor. They would replace the O2 sensor. The light went off. But a lot of times the customer wasn't bringing in the car because of a runability issue. They're bringing in because the light was on. They didn't even notice the runability issue. You know what I mean?

Yeah.

And so it just, over time it's not, it's less and less.

The process of elimination and it's like, here's the plan. Do this, replace this part.

Yeah, yeah, yeah. I think it's.

I think we're getting, we're getting closer to that now and, and vehicles are getting more modular and things like that where.

You know, and they're, and they're all, it's already getting. We have a few domestic manufacturers that still like actually have guys that can rebuild transmissions and stuff like that. Like most of the time, most manufacturers you're just case. Yeah, you're pulling it out and putting a new one back in. And so I think we'll see that continue. And I definitely think, well, like in the Tesla world they do have a guy. It's not AI, but they have a guy that is doing diagnostics remotely and things like that. And even in the very beginning that was a big thing for him. When I was working on roadsters, we pulled logs on cars before we went through cellular data. Every car had connectivity that way at GSM connectivity. And so we were pulling it, looking at it and most of the time we could diagnose it before we went there because I might have to go, you know, a thousand miles could have.

Just sent a car, a kid to replace a socket or whatever it was.

Yeah. So the last years of telematics, all that data, even when a technician isn't hooked into a car in the workshop, these manufacturers are getting data from these cars 100 of the time. And it was funny. Like there was, there was even like a way you could turn the data off and it would still transmit down. And I think that's true of all manufacturers. I think they're all have tell. You know, everybody has telematics now and everybody's getting information from, from the cars and, and so I think using AI to be able to spot those trends and things, I think it'll fundamentally change diagnostics. I, I do, because I just think it'll give that information back to the technicians in a way that's very useful way quicker. A lot of times we're figuring it out years later after it becomes a common trend and stuff like that. And I think it'll be able to spot that stuff a lot quicker and speed that, you know, speed that process up. And I think that combined with, you know, cars becoming more and more the same than they are different.

All that kind of goes together where it'll be easier to diagnose and what they're replacing will be, you know, units and things like that. They're not going to be doing a bunch of repair.

I also think like the warranty audit will eventually go away because the manufacturer will control every aspect of it anyways.

Yeah.

Like there isn't, there isn't a lot of room for variables.

Yeah, yeah.

Anymore.

Yeah. There won't be anywhere to hide and that it's already getting smart in a lot of ways because of all the connectivity. It can tell what was done and what was not done and stuff like that. So I definitely think you're right on that. Like.

Yeah, it'll just be a straighter line.

Yeah. They're not going to try and audit you and compare the time punch to the my, you know, the documentation on the RO and all that stuff. It'll, it'll have all the information it.

Now on the, on the advisor side we've talked about this many times. We've had people come on that have their own automated kiosks and, and that sort of thing. And I think that one of the things that is missed by a lot of service managers is the idea that you really have no way to implement any sort of plan or strategy if your advisors aren't consist like if they discount and they don't follow a pricing strategy or they don't use the right op codes and charge the right amount, you know, your gross, your EL are all of that is going to be wildly off or variable because there is no consistency. So you can't achieve a certain outcome if you don't have consistency across the advisors across all of the, you know, opcodes. I guess in a sense right.

Now that's, that's kind of the. For what we're talking about that's a harder thing to do for a service manager. But on the automated side that's automatic like that. There's no the consistency.

Everybody gets a menu presentation with the kiosk thing. Like there's no exceptions to that rule. Yeah. I think that the only thing saving grace is, is the human connection.

And, and so where the, the idea of having an advisor becomes a huge disadvantage is not just in that inconsistency but in AI's ability to serve things up in different ways and test because an advisor is struggling just to be consistent. If you told an advisor like hey, I want you to present this 25 times this way and 25 times that way. You really, your data is, I mean I've tried this before. Your data is okay, but it's not as good as the data in something that is learning in a sense. Right. They don't, there's no, they completely take the emotion out of oh well, they were in a hurry or they didn't have time or whatever. There's no it's just a step in the process, like how, how it's going to happen. And so then the, like the next part of that is the, the variable pricing. And have you heard what the fast food chains here in California have done with. So our governor decided to start a union for the, for any employees of food chains that had more than 100 locations or something. Yeah, I don't know. Whatever. He, he, he wants them all to make $22 an hour.

And.

I mean there's so many weird things to that. That is so odd. But you know, just like with anything, what do the fast food chains do? Well, they just lay off people and go to automation. So now they have this automation that not only can you do, like at McDonald's, you can order through a kiosk or through a screen, but the pricing varies on the demand.

That's insane.

So your, your number two at McDonald's could be, I don't, I don't know What a number two at McDonald's is. Seven bucks. And during rush, the rush time it could be eight bucks.

And during a time where time people aren't coming in and the drive thru slow, it could be 350.

And so your ability to vary pricing and think about like people in, in fast food kind of generally have an idea of what a hamburger is because they eat fast food a lot. Right. Like I don't eat fast food, but I'm trying to think of something that I do a lot that I know the price of. But you would know the price if you went to McDonald's twice a week.

Yeah, right, yeah.

Changing that price on them is more upsetting. People have no clue what a water pump cost on a Corolla.

Right. Because they bought two in their life.

In fact, we, we, we saw this in the, you know, in the years after Covet is people went from 89 to 150 like overnight and.

They just made more in sales. Nothing happen. Right. Because people don't they need a water pump like it is what it is.

Right.

So that variability.

Has more leverage in our industry than it does in fast food.

Sure.

So just think about if, if you had kiosks that presented, they had AI that knew the model, knew the mileage, could even go back and look at driving habits in a sense, like, hey, the car was purchased here and they're putting, you know, 20,000 miles on it a year, they must be driving more. And then it presented a thing that's like, oh, you're a driver and you're putting a lot of miles on your car. You would, you should consider. And it could do it in a way that was friendly. But, you know, you struggle to get an advisor to check history sometimes. This thing's not only going to check history, it's going to do an analysis on behaviors and habits and. Oh, they live in this zip code, so they probably are of this income level. So I'll present it this way versus, well, I'm gonna, I'm gonna put a coupon on this one because of their name. I mean, there's so many ways that you can, you can leverage that and lower your expenses in a way. You could raise your margins and lower your expenses.

Yeah.

What do you think about that?

That's crazy to think about. The variable pricing.

Yeah, that all makes sense. That's interesting.

You can do variable pricing on demand. Like, yeah, hey, we got Hyundai's and we got seven transmissions backed up. Where do you want to go? In the line, right?

Yeah.

You know what I mean?

Spot in line. Oh, my gosh.

Yeah. Yeah.

That's insane.

Yeah, that is. It's funny, I don't, I don't know of anybody that's gone strictly to kiosks. Have you seen that?

Never.

So it's funny. I know one thing that happens right now a lot is maybe they're piloting them and they have one or two of them.

One.

And what ends up happening, I'm finding out in these stores is.

The advisors will find out, you know, if there's an. If it's an appointment or, or, or non appointment and say, okay, what are you in for? And customer will be like, oh, just an oil change. Be like, okay, you can check in at that kiosk right now.

It's the equivalent of giving it to the new guy. Oh, that's funny.

Kiosk is the new guy now.

I mean, we're historically terrible at those sort of things. Like. But there's a better, I think there's a better way to, to do that in the sense that you're not eliminating an advisor, you're eliminating how many customers an advisor can touch.

Yeah.

So the advisor still walks them up and says, hey, you know, pull it. Put your stuff in here. Do the thing. They look at the paperwork, but they can do three customers at a time in a kiosk.

Yeah, yeah, yeah. And I think that, I think that makes a lot of sense. And that kind of reminds me of some of the better airlines when you go to the check baggage. So there's the kiosk there and there's one lady you Know you need an.

Oil change, you can go to a kiosk.

Yeah. And that. And that exactly happens. Even when they tell the customer they can go to the kiosk, the advisors are like, we have to help them with it anyway. Right. And so you know what really pissed.

Me off over the 4th of July? Missy thought this was the funniest thing.

Go and get your cup holder installed.

That wasn't funny to him.

Sorry.

I'm not, I'm not doing that.

He's. He's making fun of me because I didn't want to install a cup holder on my jet ski that requires me taking the panels off, having a template, drilling while it's on the water. By the way, what could go wrong? Yeah, I'm not going to pull it out for that. What was I going to say?

Oh, sorry.

So I'm flying to Seattle and.

It'S Delta and I'm trying Delta instead of Alaska Airlines because Alaska Airlines is the Seattle airport. And it's just the lines are terrible. Whatever. Right. Well, Delta at LAX isn't any better. So I go to the. What is Delta's first class line called? Like premier or.

Oh my gosh, there's time.

There's diamond medallion and. Yeah, it's just.

But they have the two lines, right? There's like whatever.

The first. Yeah, first class line is, right. I go up and there's a person guarding the. The snake, whatever you call that thing when you wait in line. And he says, are you premier first class? And I go, yeah. He goes, can I see your ticket? And I'm like, like, no, I'm here to print my ticket. Like that's why I'm going in line. I'm going to check a bag and they're going to hand me a ticket. And you know, like, that's how this works. Well, I need to see your ticket. I'm like, I'll show it to you on my way back.

I guess everybody just does their ticket on their phone now.

That sounds so close to a Seinfeld episode, doesn't it? Yeah, that's literally that.

So then Missy pulled up on her phone, our like email from them or whatever and showed him.

Yeah.

And I guess that was enough for this.

Yeah, I haven't had a paper boarding the dmv. Yeah, yeah.

That is like, I'll show you my ticket coming back, but they're gonna print it. You're keeping me from getting the thing you're asking me for.

I'll show it to you. Come, come walk up here with me.

We'll do it together. Yeah, that's funny.

Yeah. They're just like, don't let anybody in line that doesn't have a ticket to get a ticket. You're like, what? I guess, even though that's the other thing Missy pointed out to me is when I went to scan my paper ticket, it didn't scan. And then she put the digital one on and it worked. So I think they're discouraging you from doing the paper. But my problem is, is my TSA pre never stays in there. So I always go to the thing and make them say, because I go through security, I get up there and they're like, you're not TSA Pre. And I'm like, no, I am. And for some reason with Delta, it always erases it. It's not in your profile forever.

That's frustrating.

Although I did ask the lady and it was in my profile coming back, so that was good.

Yeah.

So AI, the other thing that I had was marketing, right?

Yeah.

And that's like, funny too. Like, I saw this, this person talking about Google and they were debating like, oh, Google goes through all your emails and listens to everything you do and the whole thing. And they were saying like, you know, Google someday will be better at picking your future spouse than you are, and they know everything about you and they will. They will pick the person that you'll be married to forever. Not, you know, because divorce rates are pretty high, all things considered.

Right.

But you might not like that person right. At first because there's no emotion in what Google is looking at. It's just like, oh, no, they're one of these. And they like this. And this person would tolerate their. This and like. Right. It's like it's making. It's making alignments, not emotional decisions in a sense. And so.

I think that's funny too. With the marketing is we. We see that with the marketing is it just goes out there and it's like, oh, well, these people bought this book, so let's go find more of those it again.

Right.

It just, it's very intuitive in the sense of.

And it used to be that you had to target and now the more broad it seems that you keep it, the better Google can do its thing.

You know, one of the craziest things about the leadership book and selling that on, you know, it's AI right? Facebook and Google is that 50% or is it 48 is really close to 50, but it's just under of the buyers are females.

Yeah. You told me if I went and.

Designed a marketing plan and somebody said, who's gonna buy your book? I. I would say just like anything, it's 20 female.

Yeah.

Where we have the ability. If it's 50, it could be 60% and the AI could go find.

Yeah.

That right now, in this time in the world with my face and whatever females are buying the book. You know, you would never know that without AI because you would never try it.

Yeah.

Yeah.

I wouldn't even. I wouldn't even spend money on it because I would bet that women wouldn't buy my book.

Well, yeah. I remember when we. We determined what our initial group was and then we had stuff outside the group and we end up change. We threw out the group. It was like males 25 to 45 or something like that. We ended up flipping it. We changed the ages and then the genders too. Like, we just started opening it up. I. I do have a funny question for you guys. How can you. How can you tell if your wife's divorce rate's terrible and just reminded me of this. How can you tell if your wife's cheating on you?

How.

If you live in Oklahoma City and then move to Chicago, but you still have the same mailman?

So the joke is that the mailman moved with you.

Yes. You got it.

Oh, no. I was. I was hoping it would be better.

Yeah.

That's the fair. Fair that you want that my jokes to be better than they are.

Also, I don't really appreciate male jokes because my mom was a male carrier and so was Tim, my stepdad.

Yeah. And I like them.

They met a lot. They met at the post office. They love Christian.

They do they.

I think one reason. Amazing.

One reason too. You. And it's not as jokes.

No. It's my prayer, I would assume.

Yeah.

Yeah.

My mom was so worried. She. When. When he first was coming over, she's like, so this Christian, is he okay if we pray before dinner? And I was like, I just walked to like a Christian. Are you cool if we say grace before? And he's like, oh, I'll do it. Like that was it.

The rest is history.

The rest is long, drawn out.

I felt I. I did a reasonable one this last time.

Time.

It was still. Yeah.

A little bit of a menu, but mostly everyone got.

It was actually more genuine.

Yeah. Oh, yeah. I meant everything I said. Yeah, for sure. It was good. It was a fun trip. I like your. Yeah. I like Washington a lot.

Jet skis? No. Cup holder.

Any.

Any other thoughts on AI, gentlemen?

No. I think with the Marketing thing. Not for every thing I talk about to be about text, but I think about tech recruiting also.

With just some of the things you're saying that's true about marketing, my mind immediately went to like helping people with tech recruiting and just broaden their. You just broaden their view a little bit on. Hey, you know, let's. It is hard to find text, but you broaden their view and get them to try different things that otherwise they wouldn't have. And, and you know, as hard as it is to find text, if you're doing enough things and you're persistent and disciplined with it, like, turns out you can hire techs, right? And I think AI just speeds all of that up. Just like some of these other things we talked about. But it's exciting what we're doing now, man. It's changing more now in six months than it used to in six years.

What kind of AI do you think Taylor Swift's using on your kids? All of it.

I think Taylor Swift is AI. I think it's all fake.

Oh, you don't think she's a real human?

No, I think she's generated.

She's like a cyborg, something.

No, I don't.

I don't even know what that means.

But cyborg is half man, half machine.

Oh yeah, maybe.

No, I think she's more. What do they call those? Synthetic. She's a synthetic human.

What's that? What's the difference between where she's.

There's nothing human like you break her.

Open and it's all just a Tesla robot.

That's it.

I don't know.

Or she's a really hard working entrepreneur.

She's definitely.

That has bad taste in men, which has made a great career until now because she can sing about him. He's gonna break her heart. What are you talking about?

I think she'll break his heart.

I'm so excited that she's gonna write an album about it.

Him. Yeah.

That's the kiss of death for her.

I don't see how it ends.

What do you mean the kiss of death for her when she writes an.

Album about you is when you're breaking up.

That will be her best selling album by far.

Yeah. And then they'll break up because people.

Are emotionally invested in their relationship. The breakup is going to be. She's just got to start working on it now because it's got to come out right away after the breakup. She's gotta. They gotta announce the breakup and then. Oh, by the way, I have a new album dropping On Monday. Yeah, it's called no More Football or something.

She got four songs written already.

Cheating footballer.

Yeah.

What would you call that album? What's the Taylor Swift album that she breaks up with him?

No, love.

Recent one. It's the worst name ever. Dead Poet Society.

Something like that. Yeah.

God, she's dark. Yeah, that's dark.

I don't understand that one at all.

How do you explain that to your girls? How do you explain to your girls that it's how you pick them? Like, you can't. Your girls can't be 30 something and still trying to figure out how to.

Pick a. Yeah, I don't know. I mean, Taylor Swift's not the example for that. Right? Like, we'll go. We'll go about finding different examples.

That's a good idea.

Mom and dad, maybe.

Yeah.

Yeah, maybe Mom's an example.

That's funny. Dead. Dead Indian Chief. What do you call that album?

Dead Poet People?

What do you call it? He's gonna cheat on it, right? That's what's gonna happen, I guess.

I don't know. I figured it'll be some play on. I don't know if you know, but he had a reality show like way back in the day called Catching Kelsey. It was on Netflix. So I bet when it all comes down, she'll twist those words.

Yeah, it'll be Releasing Kelsey.

Yeah, Something.

That'S perfect. That's actually pretty great.

Caught one over the middle.

There you go, Tay. Tay.

Yeah.

All right. Thanks, you guys for hanging out. We'll see you next time on Service Drive Revolution.

Thanks so much for watching this episode of Service Job Revolution. We're uploading new stuff, stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like.

Us to answer on the show, call.

8333 Ask SDR and we'll answer your.

Question on the show.

That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chris collins inc.inc.com. i'm chris collins and I'll see you.

In the next video.

He's no cup holder.

No. Any.

Any other thoughts on AI gentlemen?

No. I think with the marketing thing, not for every thing I talk about to be about tax, but I think about tech recruiting also.

With just some of the things you're saying that's true about marketing, my mind immediately went to, like, Helping people with tech recruiting and just broaden their. You just broaden their view a little bit. On. Hey, you know, let's. It is hard to find text, but you broaden their view and get them to try different things that otherwise they wouldn't have. And, you know, as hard as it is to find text, if you're doing enough things and you're persistent and disciplined with it turns out you can hire techs. Right? And I think AI just speeds all of that up. Just like some of these other things we talked about. But it's exciting what we're doing now, man. It's changing more now in six months than it used to in six years.

I agree.

What kind of AI do you think Taylor Swift's using on your kids?

All of it.

I think Taylor Swift is AI. I think it's all fake.

Oh, you don't think she's a real human?

No, I think she's generated.

Yeah, she's like a cyborg, something.

No, I don't.

I don't even know what that means.

But cyborg is half man, half machine.

Oh, yeah, maybe.

No, I think she's more. What do they call those? Synthetic. She's a synthetic human.

What's that? What's the difference between where she's.

There's nothing human like you break her.

Open and it's all just a Tesla robot.

That's it.

I don't know.

Or she's a really hard working entrepreneur.

She's definitely.

That has bad taste in men, which has made a great career until now because she could sing about him. He's gonna break her heart. What are you talking about?

I. I think she'll break his heart.

She's so excited that she's gonna write an album about him.

Yeah.

That's the kiss of death for her.

I don't see how it ends.

What do you mean the kiss of death for her?

When she writes an album about you is when you're breaking up.

That will be her best selling album by far.

Yeah. And then they'll break up because people.

Are emotionally invested in their relationship. The breakup is gonna be. She's just got to start working on it now because it's got to come out right away.

She's gonna. They gotta announce the breakup and then. Oh, by the way, I have a new album dropping on Monday. Yeah, it's called no More Football or something.

She's got four songs written already.

Cheating footballer.

Yeah.

What would you call that album? What's the Taylor Swift album that she breaks up with him? No, Love is A recent one. It's the worst name ever. Dead Poet Society.

Something like that. Yeah.

God, she's dark. Yeah, that's dark.

I don't understand that one at all.

How do you explain that to your girls? How do you explain to your girls that it's how you pick them? Like, you can't. Your girls can't be 30 something and still trying to figure out how to.

Pick a. Yeah, I don't know. I mean, Taylor Swift's not the example for that. Right. Like, we'll go. We'll go about finding different examples.

That's a good idea.

Mom and dad, maybe.

Yeah.

Yeah, maybe Mom's an example.

That's funny. Dead. Dead Indian Chief. What do you call that album?

Dead Poet People?

What do you call it? He's gonna cheat on her, right? That's what's gonna happen, I guess.

I don't know. I figured it'll be some play on. I don't know if you know, but he had a reality show like way back in the day called Catching Kelsey. It was on Netflix. So I bet when it all comes down, she'll twist those words. Yeah, it'll be releasing Kelsey. Yeah, something.

That'S perfect. That's actually pretty great.

Caught one over the middle.

There you go, Tay. Tay.

Yeah.

All right, thanks, you guys for hanging out. We'll see you next time on Service Driver Revolution.

Thanks so much for watching this episode of Service Job Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like.

Us to answer on the show, call.

8333 Ask SDR and we'll answer your.

Question on the show.

That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see.

You in the next video.