Is Automation the Future of Your Dealership?

Today on the show, Christian and I are going to talk about should you automate service advisors or automate salespeople? And are people still buying cars even though they're expensive? Is Christian actually an unaware pain in the customer? Do salespeople and service advisors add to the customer experience or buying a car or make it worse? And we help out a service advisor who has a question about overbooking and his technicians. That and much more. Coming up on some Service Drive Revolution.

Welcome, everybody, to Service Drive Revolution. I'm Chris Collins and this is Christian Lafferty.

Hello, everyone.

Today we're going to be talking about automated service advisors versus automated salespeople because you had an experience that you want to share that is eye opening to where we are at as an industry and the art of buying a car or getting your car serviced. Right.

Yeah, I think both. There's. After this experience, there's more parallels than maybe I thought between the variable side and the fixed side.

And then.

You know.

I would highly suggest that everybody.

That has a corny joke go to Chris Bulldog Collins on Instagram, send it to me so I can get it.

Not to Christian, to someone that it can actually make humor out of your great joke.

Because a lot of listeners are sending jokes and he doesn't need encouragement. This isn't. It's not a support group.

It's my 12 step. As people keep sending me the goods.

I wonder if, I wonder if people send it on Facebook. So, you know, little inside knowledge. I don't ever log into Facebook. Yeah. But I am on Instagram. So the Instagram accounts, me, I'm not really on LinkedIn that much, but Instagram.

Is all kinds of you.

Yeah. So, yeah, if you want to send me a joke for Christian on Instagram, I'll make sure he doesn't get it.

You'll protect the joke.

But I wonder if they get in, in the office, if they get jokes on Facebook, do they tell you?

I feel like I've seen it in the YouTube comments where people.

Yeah. And we've had a couple of strategy sessions where people have thought it was important to talk about the jokes.

But I think it's funny is when people are like, okay, funny guy, tell me a joke. Like, they put you right on the spot.

So difficult.

You're quick, man. You're fast. It's. It's really, really funny.

The only person I know that maybe is, well, he's definitely faster than you is Matt.

Yeah, there's no doubt he's quicker, he's wittier.

But I'm mad at him because his dog bit me.

Yeah. Super rude.

I know, right? Yeah. Because my friend has a rescue, and I went over on Friday.

And, you know, he buzzes me in the gate and the dog attacks me. Yeah.

Dog has to know you're a dog.

I'm a dog lover. So I didn't, you know, I didn't kick the dog, but I don't know that most people would be able to navigate that. Like, I can. Yeah.

Matt, that's your fault.

Super schizo.

Yep. He's got to get.

Needs therapy.

Yeah. He's got to get the dog under control.

You ever hear that Sam Kinison joke about dogs in therapy?

No.

Where he's like, you know, it's funny. You can look it up on YouTube and I'll massacre it. But he's like, oh, yeah, this new thing. Dog's going to therapy. He's like, $250 an hour. He's like, I'll do dog therapy. He's like, come here, little Fluffy. First of all, you're a dog.

You'll always be a dog. It's pretty funny.

So therapy is a heavy dose of reality, right? Yeah, it's funny. I've got kind of a little public service announcement for mental health. For those of you that are suffering from depression. What I want you to do is drink a gallon of water before you go to bed at night, and you'll have a reason to wake up in the morning.

Maybe the most heartless thing I've ever heard.

It's possible. So maybe helping out in that aspect isn't the best thing for me. That's fair.

So you think the. The urge to pee is going to detract somebody from suicide?

Like, not only do you got to.

Get up, you got to get up.

With enthusiasm, because otherwise you don't make it.

You're moving fast.

Yeah.

Are you at that age yet where you wake up in the middle of the night no matter what? Oh, yeah, yeah, Right. Constantly. I'm getting up in the middle of the night to pee. It's the worst. Remember when you were younger and you just slept till noon hours?

Now I can't sleep past 4 o' clock in the morning.

So true.

You know what I do, though? I wake up, like, so.

It happens a lot. Like, I'll wake up at three and then I'm laying there, and then I just have this thing where I'm like, okay, if you're awake, and I do, like a little check on myself, get up, and I just go. Right. Like, I just get up and go.

Well, you probably have some really good ideas at that point too, because your brain's pretty clear.

Well, there's no interruption.

That's right. So you have the clarity and there's.

What is funny is the. The other day, like, I don't know, maybe a month ago, I think you on the east coast.

But I sent an email or something. Everybody was emailing right back.

Yep.

I was like, oh, that's funny.

That was 3:30 in the morning, your time.

Yeah, the time difference is always funny with that. Okay, let's talk about automated service advisors versus automated sales. So I know a lot of, a lot of people. Right. A lot of groups are trying kiosks for service advisors.

We will have to see how this works out. Nobody, when you ask them what the results are, have an answer. So it's a lot like when we rolled out MPI and the digital inspections and you'd say, well, what happened to the numbers? And you know, ends up the numbers went down.

Right. Not including the cost of the ink cartridges because the first MPIs had roughly 2 to 600 pages of data from them. You remember how big those books were.

I had so many problems with that.

They were really books.

I just know you could guarantee a drop of about a half an hour, an hour's pero every time. But tell me, tell me about why we should automate salespeople.

Yeah. So super interesting, right? My, My girlfriend was. Was in the market and needed a. Need a car. So she did her research.

She wanted a Lambo. A Ferrari. What?

Yeah. Or a Chr, a little crossover suv.

What was she driving previously?

Prius.

A Prius. So I know that, yes. You know, Prius people are a specific kind of person for sure. And so she is that sort of person.

Well, for her, she drives 100 miles a day. So I think that the economy of the Prius was something that really attracted her to.

To it.

But.

Nevertheless. So she had decided exactly what car she wanted, what options, what color. So we did the online research and we found a place, this first place that had it. So we drove out there on Monday.

And now, how hard is it right now in the climate we are to find a new car when we have the.

Disruption of production and chips and all that.

That's part of this whole story. Right. So we get to the dealership and Toyota dealerships typically have a pretty decent amount of inventory in them. Right. Like usually especially the ones in la, they have pretty decent volume and they usually have really nice inventory. And we get there and I Go to the salesperson. I'm like, I'm looking for this car, this VIN number. Just want to, if we have it, can we look at it and then work the deal.

So you had pulled it up online before you got there? Yeah. Okay.

So then of course the first thing that happens is, oh, we don't have that car, it's sold. And I'm like, okay. And so then he proceeds to drive us to.

Where is this place?

Claremont.

Claremont.

It's west. It's east of here off of the tin.

Okay.

So like headed towards the ie. Ontario kind of area out there.

So then he proceeds to drive us to the pre owned chrs. Now, a brand new chr, the one that we specced out. 25,700 bucks. Guess how much they wanted for this pre owned? 2019 with 16,000 miles on it.

23,000.

More.

25 grand.

So the same.

The same price. And then I think the thing that I just could never wrap my head around, but I bet that people do, is I bet that some people are buying that car anyways because they want a car so bad.

I mean, clearly if they're pricing them at that, somebody's buying it.

Somebody's buying it. Right? So. So we didn't spend a whole lot of time at that store. And I do my online search again. And then a new. She wanted a blue one specifically. So a blue one pops up on my search and I'm like, okay, so let's run over there. So I did, from sitting in the chair at the other dealership, I did the Internet inquiry. Right.

And.

And usually those Internet inquiries are pretty fast.

So. Wait, what do you mean the search? Like you have some sort of AI out there scanning everybody's inventory?

Just on my phone? Yeah. There's ways to find people's inventory.

Really?

Sure.

Okay.

So then I'm like, okay, well, didn't hear back from the Internet people. So we just drove over to the place.

So this is a second dealership?

Second dealership.

So the first dealership in Claremont.

Yep. And then the second dealership.

Let'S just say that it may be the largest car dealership in the universe.

What? Like if there's car dealerships and like, so it's.

It's largest as in like number one selling in the universe?

Yeah, yeah, I believe that.

Not the state of California, not America, not North America, not the world. The universe.

Yeah.

And so we have statistics from dealerships on Mars, whatever, Unknown life, no one comes. All these UFOs they've been seeing are coming from somewhere yeah. You're saying that there's no Toyota dealership out in the universe that sells more than this dealership?

Yes. You wouldn't be wrong though by saying that.

Okay, so these, this is a high volume, well oiled machine that knows exactly what they're doing.

Right. So I pull. So pull onto the lot in front of the building. Actually maybe like five rows up is the car that I found on the Internet. I go out, I take a picture of it because I know that he's going to need. That person's going to need the stock number.

You drive there.

Yeah.

You pull into the parking lot and then you find one and you match the VIN number. It's the matching VIN of the one you were looking at while you were at home or on your phone or whatever.

On the phone. So can I just say I'm an easy customer. Like I know exactly what I want. I'm super, super easy as far as that goes. So I take a picture of the stock.

You're self proclaimed. Easy customer.

Self proclaimed.

Maybe I'm, I've, I've done this experiment before where customers that are a pain in the ass, you interview them, they don't know that they're a pain in the ass.

Okay, so maybe I'm a pain in the ass.

It's possible. Let me be the judge. Just keep telling the story. I'll tell you.

So then I walk in.

Beautiful. Walk around looking around for people for a little while. No one comes up and ups us. No one asks how our day is or anything like that. Make my way to the reception desk. They page a salesperson. Then salesperson comes up. I'm like.

Yeah, I'm really interested in buying this car. So I show him the picture of the stock number, everything like that.

You know what?

The salesperson proceeds to tell me, we don't have any Chrs in stock. I'm like, interesting.

So is it possible that that one is sold already?

You would think, right? So I'm like, well, I'm pretty sure you do. Cause I took a picture of this while it was on your lot.

That's how you said it.

Yeah.

So the salesperson ups you. Like they come and find you.

Yeah, I'm standing at reception. They pay someone to receive a group.

Of salespeople that look like they're ready to attack or how does it work?

No, so that's what I expected. But there were no attackers.

That's good.

So they, so they came up and he's like, wait a minute, can you show me the car? So Then I walk him out and I show him the car, and he's like, okay, let's go back in. I'll make sure that it's not sold. And he did, in fact, and it was available, which is great.

So at that point, you feel like you're doing their job for them a little bit.

But I do like what he did is he got a little tag in there. He's like, well, here's what I'm gonna do for you. I'm gonna put this little tag in there. It says working deal, so no one else can buy it. I thought that was pretty smart because then it created a lot of people around. Yes, it was packed. So I like that he created the urgency there. I thought that was pretty good. So then.

We sit down and we start to go over all the numbers and everything like that. And it took us. So let's say that this was 5:15 at night. We agreed on a price, let's say.

Or it was 515, approximately.

I'm probably pretty close to that.

Not 514.

It might have been 513. Now that I totally exaggerated on that. But let's say that by 540, we'd agreed on the numbers.

So another 25 minutes.

It was a pretty fast negotiation.

Okay.

Okay.

Agreed on the numbers.

So you know that they're in demand.

Yes.

Also, there's an interesting dynamic going on here because you are the boyfriend. You're second base.

Yes, I called myself the. When I was selling cars, I was the Maven. Is what the name.

So you're the maven. You're second base. But you're driving, right? You're driving the experience.

Drove the whole.

But the whole time she is thinking, my hero boyfriend who is in the car business is going to get me a deal. Yeah, right.

Yeah, I think that's pretty reasonable.

Okay, so then what is the deal that you negotiated? Hero, boyfriend, maven.

Not much.

Ends up just being sticker pretty close to that.

But, I mean, that's just kind of what the climate of the market is right now.

So she leasing or buying?

Buying it. And then they had 1.9% financing, which I think is great financing.

So a little bit at 1.8 or 1 point.

1.9 was the bottom of the barrel, unfortunately. So.

So basically, you're just like a concierge service for her. You're not really getting her a good deal.

I would say that I made it a pretty good.

She trading in anything she did. And what did they give her? Enough for the trade or.

Yeah. So the trade ended up being, well, she had two cars. She had a Mercedes that she traded, plus the daily driver Prius. So got rid of both cars. She now just has one car that won't break for a long time. And.

So we go through and it's like 5:40. We do all the negotiations, everything like that. It's really comfortable with what they gave for the trade and everything like that. So I'm pretty happy. And 5:40 is when we grand the numbers. What time do you think we left?

Eight, nine, 15.

Of course.

How does that happen?

Yeah. So was most of the time you were waiting for F and I. Yeah.

So the only thing I could think of is how often you'll talk to somebody in the sales department and they'll be like, I hate our service department. They take an hour to do an oil change. And it just makes me want to say, well, it takes you five hours to sell a car to somebody that knows what they want already. But, like, I don't know, how hard would it have been for us to go in there, pick the car we wanted, pick the options, pick the financing, and just click a whole bunch of buttons and walk out with the car? I mean, comparing that to the last purchase experience I had before, it was a disaster.

So. And then what happens when you go into F and I?

The usual, right? There's the warranty, there's the gap insurance, there's all that you buy on that extended warranty. Yeah, I'm a huge fan of extended warranties, by the way.

We should have, like, music playing under this, like, news alert. Breaking news.

Someone in service likes extended warranties.

A fan of extended warranties.

So extended warranty, Toyota backed, zero deductible the whole night.

That's it.

Own tire and wheel.

You bought Tire and Wheel?

Yeah.

Geez Louise. No one. I don't know. I don't know about that.

Don't buy it. You don't like it.

Well, I don't know. I used to administer all that. Like, they're huge moneymakers.

Yeah, for sure. I don't care if the dealer makes money to me. I'm not. I'm about everybody having fair opportunity.

Well, I don't think you can say because I don't buy tire and wheel that I'm not.

No, I wouldn't say that either, but.

I just don't know that the value's there, but I don't.

Yeah, so for me it is. But I understand that it's not for you.

So you left at what time?

9:15. Oh, I'm sorry. So by the time we got the delivery done, which was six minutes, 9:21.

And the delivery of six minutes was my fault. Not. Not the salesperson, because he was willing to go through everything.

So your thought process is that you would have much rather dealt with a kiosk.

Yep.

Walk up is what it is. Which I think is why a lot of places are going to one price.

Yep.

Because it's headed that way. Right.

I think so too.

Do you think that service advisors are more vulnerable to being replaced by kiosks or salespeople?

I really think salespeople after, again, kind of going through that.

You know, never hear somebody go through a sales process where they don't hate it. Everybody here who's bought a car hates it. And to the point where, like, I don't know if you feel this way, but I'll have people that'll be like, hey, you know, I need a Toyota, I need a whatever. I won't refer them to a friend's dealership because I know that they're going to hate the process just because the process in and of itself is just a pain in the ass.

Same reason I actually don't ask any of our clients.

Yeah.

Because I just don't want.

You don't want to deal with it.

Right. And then I don't want to think worse of them because I had a crappy experience buying a car, but it's guaranteed. Yeah.

Yeah. It's interesting how our, how our industry thinks that's okay.

I don't know. It can and should be so much easier.

Yeah.

A lot more click and click and choose and they can build their profit into it. And actually if they eliminate some of the layers of employees, they probably could be more profitable. I don't think that my salesperson added any value to the transaction.

Maybe took value away in a sense. Right. Yeah. Because here's the thing. Like, I posed this question on a panel I was on with some industry people a while ago, and I think I told you this. I was like, who would you rather? Well, let me give you a little context. We were talking about manufacturers going direct to consumer. That that's coming. Right. And so I was just making the point, like, if you're Ford, who would you rather have selling the cars? Amazon's AI or your sales team?

Amazon's AI. Yeah.

And so like I go to a website, it tells me what it cost, when I can get it. Like, and you kind of. What you're saying is you were less concerned about what it costs. Like you. That it's gonna be a certain amount. Like, yeah, you kind of. Everybody's kind of selling them for the same thing, pretty much.

And I would. And I wasn't going in expecting that. I know. I understand supply and demand. I knew that, like, I wasn't gonna negotiate $10,000 off the price of the car. So I feel like that's part of it. Was the easy customer. When I say easy customer, I could have walked in and pushed my own buttons. And.

Here'S. I just thought of this. But here's an interesting idea. When you bought your Tesla, what was that experience? Were you in F and I for four hours or waiting for.

I don't know if you remember me telling that, giving you the analogy. It was like buying an iPad.

Yeah.

I literally. I walked in, a salesperson brought me to a computer screen and said, okay, do you know what model you like? I said, yes, I like the Model 3. Do you know what color you like? Yes. What kind of options do you want on this thing? He's like, if you want the long range, then you have to get the all wheel drive. And he was enough. Where he explained all the stuff. So I built it on the iPad that they had. And then I hit a button. It said, okay, the price came up. And then it said, here's your purchase option. Here's your lease option. Which would you want to check? And I checked the box and then like, okay, then here's a thing. And they run your credit and you sign right there. I got approved for my lease. I got approved for it in 30 seconds. And they're like, okay, enter your credit card information in here for your deposit, and then we'll contact you when it arrives.

And.

And I actually had my paperwork for the lease before I got to the store. So essentially all I did was kind of get in there. I signed my. Virtually signed my papers. There was no F and I. There was no nothing like that. And then the car was already parked out. It said, Mr. Lafferty's Tesla, and it had a little thing in the window and stuff like that. And it was already cleaned up. Beautiful. And then there was a delivery specialist that showed me how to do a couple of things. The whole transaction when I picked it up was roughly 45 minutes. And the whole transaction when I actually purchased it was no more than I promised you. 20 minutes.

Yeah, yeah. I was thinking about, so I'll be giving the truck away that I'm driving right now at Top Dog. Right. And so I've been thinking a lot lately knowing that that's coming up. What am I gonna buy? Like, what's my. You know, Because I'm gonna need. I'm gonna need a vehicle, and I automatically get this, like, anxiety of, oh, man, I got to deal with this.

Right?

Yeah. And then I think about a Tesla, and then I don't know that a Tesla is functional for me, but I think about just the appeal of how easy it is. Right. Like, if I buy a BMW, it's going to be a huge pain in the butt. Yeah.

Even with you knowing a lot of.

BMW, I don't really like them anymore.

That's the thing. Like, I don't know what I like.

Well, I think that it's harder for you because I always have thought that you would be. You'd try the sports car thing, but I really don't think that they make sports cars for tall people.

The Porsche's, the 911. I fit in just fine. But I don't know, like, I had a 911 pass me the other day, and it's like. I don't know. It's kind of douchey.

Yeah.

I'm not. I'm. I don't know. I'm not taking it to the track. I mean, I think at the end of the day, like, really what I like is like, a big sedan that's.

Like, comfortable, like a 7 or an S or S Class Mercedes.

I've never. I've never had a Mercedes. I've never liked Mercedes. It always seemed like the older. I don't know, seem like the older version of a BMW.

I mean, I don't know, like an older Cadillac or whatever that, like, you know. Yeah. Especially with the roads around here, like, every pothole is like.

You know, like, your kidneys are gonna fail.

But.

Yeah, that's because you're driving a Jeep.

But to that point, though, is like, my, my. I get that anxiety. I'm like, ah, I gotta just. I'm gonna. And I'm gonna have to do it fast, right?

Yeah.

Once I give it away, I got nothing to drive.

Yeah. So you're gonna be stuck for a little bit. And obviously with the inventory the way it is right now, you have to kind of be cognizant of that right now.

Yeah. I wonder if that Corvette, that new.

Corvette, I think it's by far the prettiest Corvette I've ever seen.

Yeah. There's one down here at valet.

There's a cool orange one that drives around here.

Yeah. And it looks like a fun car, but so catchy, Man. I Don't know. Sometimes the Chevy's inside, they're a little, the interior is a little bit of a letdown.

I think that this one might do it for you.

The thing I love about this truck, this Jeep truck, is the technology. Like it is heads and tails above anything BMW or anybody that I've experienced except for Ford. I mean it's just great. It works, it's intuitive, it's functional, it integrates with my phone, like everything about it.

I love pretty too. I think this, the center stack on that Jeep is nice looking. You can, I think it's solid all the way around. But like you said, you never have any functionality issues with the interface.

Yeah. So I don't know that with gm. I haven't experienced it to be that clean when I've rented Suburbans or Cadillacs or whatever, you know, when we travel. But I don't know, maybe it's come around. That's the one thing because, you know, I spend a lot of time listening to books and music and talking on the phone and I want it to that. Oddly that's more important to me than horsepower or, you know.

Yeah, that makes perfect sense.

Anything that is one thing that Tesla gets pretty, pretty right is the technology.

Yeah, that's also really, really easy. The phone interface is super easy.

It's basically a phone.

The whole thing is like multiple USB charging ports. Right. Super easy to get to. And the center screen is, I think it's intimidating because it's a big ass screen, but it's way easier to use than people think. It's just there's a menu on the bottom and then you just click whatever system you want to operate and then.

It goes through maybe let's. So to wrap that up and I think the point here that we're trying to make is that both of those positions are at risk and they only.

Will be saved by understanding that salespeople and service advisors roles are to enhance the experience. And as we sit right now, that's a toss of the coin. You know, I always say if you have your tech, your customers pull right into the shop and talk to the techs. If the experience is better and the advisors aren't communicating, aren't making the experience better, we don't, you know, it's an expense, it's not an asset. And I think it's the same, same thing with salespeople is it's an expense, it's not an asset if it isn't really improving the process. If you're a salesperson and you're not enough of a professional to know the inventory. Right. To. If you. If you're in finance and you, you know, you don't have enough finance people and customers have to wait three hours. It's ridiculous.

Unbelievable.

You need more finance people. You got to. You got to staff for the, you know, for the peaks as much as the valleys.

Right?

So think about that. Let's do a. Let's do a question before we go. Really quick.

Play a question.

While he's queuing that up. If you have a question, the number is 8333 ask SDR. And if we play your question on the show, we will send you some swag and we'll answer your question.

What's worth more?

The answer or the swag? Maybe the swag.

Hey, my name is Jake. I work at a Ford dealership in Ohio. I am one of two. Two regular advisors. And then we have a quickliean advisor. My question is that we are, between me and the other advisor, we are actually over scheduling our technicians where the customers don't get that are scheduled that day, don't get in that day.

Seems like we keep talking about how we need to schedule less, but we keep scheduling the same. Just wondering if you guys have any information or ideas on how to correct this problem without losing hours. I'm worried that if we keep doing this, that we're going to start losing customers, and that's just not a good thing. Any advice would be.

I'd be thankful for that.

So, Jake, love him. Not only did he have a question, he also sent in a joke.

Are you ready for it?

Is it funny?

Yeah, of course.

Your idea of funny and my idea of funny aren't always the same.

I was just gonna say, have I ever told a joke that's not funny?

Here we go. Jake. Jake with the joke.

Jake. I'm doing this a disservice, I'm sure.

What do you call a nun in a wheelchair?

What do you call a nun in a wheelchair? Oh, man. For some reason, like rolling comes to mind, but I don't know what is it?

So I'll give you the answer and then mine, too. That I thought it was the answer. Virgin Mobile.

That's pretty good.

Yeah, I thought that was a really good joke. I answered it. When. So he sent me that over Facebook messenger and I answered it. My guess was a holy roller.

Oh.

Which I think is where you were kind of headed there. But. Yeah, his is way funnier. But that was good.

Good job, Jake. Okay, what do we. What do we what do we think about his question? I feel like it's a pretty simple answer.

Super simple. Yeah. Cause he's over scheduling and his technicians are already backed up.

So I equate that to. You and I are in a car and we're driving towards a cliff. We have options, right? We can either hit the gas and try to jump the cliff, or we can use the brakes and actually try to not die. They are all gas.

They are not going to make it.

I don't think that that's the analogy, bro.

Oh, I really thought about that.

What do you think? What is your answer to his question?

Oh, I think that I would pull the schedule back less and get caught up.

That's interesting that that's where your mind goes.

Yep.

Conservative from the Midwest, Christian Lafferty.

Oh, because I know. All right, now I'm going to guess yours. Yours is, you need more techs. You need more advisors.

Hire more techs. People want to come in. Hey, people want to come in and give us their money. We don't know what to do.

Hire more techs, take their money. What do you mean? I love the supply and demand. That makes no sense. People want to buy stuff.

Yeah, it's pretty good.

Yeah. Jake, go. Go into your service manager's office and lock the door behind you and say, we're not leaving here until we hire.

Right. And do that crying voice, too. That's pretty good. Can you do it again?

No, I can't just do it at will. It has to. Like.

It's like someone asking you to tell.

A joke right away. Trick pony here, Christian. I'm not a performer at your whim.

Yeah. Hire techs. I don't understand. I mean, the thing is, if you book them out, you want to do that at first while you're hiring techs, but if you put them out, all of a sudden, you're out a week, then you're out a week in, a day out, and then all of a sudden, your. Your no shows increase because people are like, I'll just go somewhere else. They'll make an appointment, but they're not going to wait two weeks. So you have to. You have to scale up. If demand is there, you got to scale up.

Yeah, that's fair.

So you're welcome. 833 3, ask SDR.

Whatever.

The question is, we don't care. Marriage advice, right? We've both been divorced. We can tell you how to have a successful marriage.

I told somebody not too long ago that everyone's like, oh, marriage is forever. I'm like, no, my whole thing works out really well. Ten years and then I trade them in.

That's your.

That's the truth. Yep.

That's funny. Cool. Thanks, Jake, for the question and the joke. The joke was funnier than the question, but I guess the question isn't meant to be funny.

I'm thinking it was going to.

Thanks you guys. That was fun. You know, really, really think about the value that we add as service advisors in, in the role that we play and understand that your, your mission is to connect with customers on a deeper level and create a personal relationship between the customer and the department you work in, not just process people. If you're just processing people, it's a commodity and you know the person who can do it the cheapest is going to win. You have to add relationship and value and perceived value to that equation. As an advisor, if you know and just ask yourself, if a customer pulled right in the shop and talked directly to the tech, would this be a better experience or a worse experience? And sadly, in most service drives, it'd be a better experience if they just dealt with the tech. So that, that's a wake up call for, for all of us. So think about that and 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 every day, so make sure you subscribe and click the 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.chris collinsinc.com now that's offers.chris collins inc.com I'm Chris Collins and I'll see you you in the next video.