The 5 Landmines to Avoid When Reopening (Service Drive Revolution)

Foreign.

Welcome, everybody, to Service Drive Revolution.

The number one show in automotive. How are you doing? Jeremy o' Neill, and only.

I'm doing great. Dude, that was, like, one of the best openings you've done in a long time. I give you a high five for that.

We got a lot to talk about today, Jeremy. I hope you're ready. Did you drink your coffee or your monster or whatever? Are you. Yeah. Okay.

I just held up my coffee cup, Chris.

So we got. We're gonna talk about.

The five landmines to avoid when reopening, which is crazy.

We're going to talk about. Will Corona have a second wave?

We're gonna answer your questions and a couple comments that I thought were. They were kind of cool. I want to go.

We're gonna. We're gonna fit all this protocol. We're gonna fit all this in into one show.

It's. It's lofty. So we better get right to business.

Absolutely. Let's get going.

So this week we have.

Our coaching, our virtual coaching. So usually we have a. For our coaching clients, we have a coaching meeting on the dealership side, usually in like, Dallas or Chicago, Miami somewhere. And it's a couple days, and then we have an elite meeting, usually here in LA in our office, for our elite managers in the elite group. The elite managers are the ones that have the highest net to grow csi. They've won the. The Advisor Manager competition, and overall, just great guys, performers. But they don't want to sit in a meeting and talk about effective laborator menus anymore. So we have a little different kind of experience. But because of what's going on, I don't know if you heard. There's an epidemic, Jeremy, and travel is discouraged. You're. You're a dick if you travel.

I've. I've heard about that. I've had things thrown at me at the airport, actually.

People look at me weird just in the hall, if I'm not wearing a mask, just.

Yeah, but it's. Dude, it's so different out in our area because, like, they lifted up the order of mandatory face masks. So now people are coming to the shop with no face mat, nothing on, and they're walking up high five and hugging like it's normal. It's really strange. It's really weird right now.

Has anybody walked up and tried to kiss you?

A couple guys have. Yeah. Absolutely.

Yeah.

The guys that drive Volkswagen jettison the Jetta.

Not only can you get Corona, you can get herpes like that.

Yeah.

But we're having a virtual coaching meeting. And it's exciting because we've got some speakers on the. On the meeting. So we have a coach, number one winningest coach in college baseball. He works for a professional team now for Jeter and the Tampa Bay Devil Rays, I think they're called.

Nice.

We are going to have Drew, who spoke at Top Dog, talking about connecting with customers and leadership. We have John talking about leadership and sales. Our coaches are going to do some things on innovation, what it takes to be elite, and.

Overall, just performance stuff. It's going to be fun, but we're doing it all via Zoom. Everybody's going to come back into the office. We're going to open the office back up on Monday. And we're going to probably use the service Drive Revolution set, which hasn't been used in a while.

Wait, does that mean next week I get to come down to la?

If you want to, yeah.

Oh, my gosh, absolutely.

We can do the show and actually maybe like toast each other.

That would be really good. I will. I promise to disinfect before I come.

The protocols are kind of crazy. Have you read the protocols for reopening?

I don't read stuff like that, sir.

So your hours, first of all, your hours have to be modified for periodic deep cleaning of the facility. Are you doing that?

We do that four times per day. Yes.

Deep cleaning, like you're getting behind that toolbox behind you.

Yeah.

Your version of deep cleaning might be different than mine.

No, it's not.

I know you have a copy of the protocol on your front door. A copy says a copy of protocol is posted at public entrances.

Wait, is this from LA county or is it statewide?

LA County.

That's why. That's why.

Because like, all the same people in the Inland Empire. It's like, hey, if you catch.

I do have a question.

Gonna push you off a cliff.

I have a question I want to throw out to the audience, if it's okay. I want to get some feedback on this this week. So they just are closing the submissions for Apex and SEMA this week, you know, so I submitted some courses for that, which is going to be in November. But my question is, if we did a special live event in la, how many people out there would actually travel to la, get on a plane, come out for a one or two day class to get live classroom training? I'm just curious.

Wait, hold on a second. Is Apex in. In Vegas or la?

It's in Vegas.

Then why are you saying la?

I was just saying if we did a class ourselves, not.

But aren't we gonna go to Apex?

Yes, we're going to Apex.

Okay, so first of all, the question should be how many people would come to a tequila and cigar party that you and I throw?

Okay, then let's just leave it at that, then.

And then second of all, like, if there's some, like, training or something like that, then that would be number two. But could we. Would it be okay?

Tequila and cigar party.

You would.

We're in house Zoom hackers here.

I don't drink or smoke, but it'd be fun to sit there in all the yuck. But. So I was going to let you guys know I told a coronavirus joke the other day.

You did? How did it go?

No one got it. Except the guy in the back, the old guy.

There's got to be a better joke than that. Christian. Come on.

Yeah, well, he died laughing.

We should put a drum roll of that, because that took forever to hit.

Have you. Have you. Jeremy, have you ever seen the. The Norm MacDonald moth joke that he did on Conan? It's so much like Christian style. Like, he always gets me. Like, I think, like, okay, am I. I don't.

So the question to the audience is how many people would join us for a cigar?

Yeah, tell us, let us know. We'll start a little list. So I submitted the thing to speak to like you told me to do.

Good job.

So we'll see. Well, I. Actually, I didn't. I think your sister did it for me, but.

And I took your guys's advice. I didn't submit six classes. I submitted three.

So our advice was one.

I know, but I'm an overachiever.

Yeah, but it. Well, okay, you do what you do well.

There's no guarantee they're gonna pick them all, so there's. And if they do pick them all, I can always say, well, I'm only gonna do one. Pick one.

Hey, you're Jeremy o'. Neill. They're picking Jeremy o', Neill, not the subject.

That's right.

I'm. Yeah. I don't. We kind of are what we are. We're talking about the same stuff. Customer experience, profitability. Like, the subjects are what we talk about. Right. We're not going to. What are we going to go up there and talk about? How to. How to make a pair of pajamas, maybe face mask. You're getting screwed when you buy a name brand thread for your sewing machine. Like, what are we going to. We're talking about the same stuff everywhere we go.

It's true, but.

Except the only difference between me and you Is you're talking about conspiracy theories a lot of times. And I'm. I'm maybe a little bit more towards the middle, a little more common sense.

Like, wait, did somebody tip you off to this secret CIA report that I found? It's about 15 years old.

What? There's no way that's 15 years old. That's in a modern day envelope. Envelopes 15 years ago were lick them and stick them.

No, they had plastic vinyl envelopes.

No, they didn't. That thing's like. You could. You could tow a trailer with that thing.

That's actually my. That's actually my payroll envelope, sir.

Nice.

You got me so far off track here. One more thing that I thought I wanted to pose a question to you because sometimes you come up with some pretty genius stuff. It says here in the. In the public health order.

Everyone who can carry out their work duties from home has. Has been directed to do so. Could you, Jeremy.

Write service from home?

Could I? Yes.

Could you be a service advisor and communicate with your techs? Write the repair order? Let's say you could dial in to the. Whatever the DMS is. Could you communicate with your customers? Could you pet the dog? Could you get good explanations and manage your texts from home?

Yes, you could. The technology is available today to actually do that. And we actually use technologies just like that in our shop. In fact, I have actually done my job on an airplane flying back east and actually have sold work and communicated with customers on a plane.

So could it be done? Could it be done? Yes. Is it going to be as effective as the way we do it now? No. And that's the whole topic I want to talk about today, which is, you know what's happening.

Yeah.

Well, I feel like. I feel like I could. I could too, but it wouldn't be as effective. But I could do it. Do you know what. What number episode of Service Drive Revolution this is right now?

I do not know. And I answered that.

You think it's like number 42? 73. What do you think it is?

100?

No, but you're close. It's 99. Next week is the hundredth episode and we get to have some surprises. We have some surprises on the next episode and it would be great if you came in and we did it in person and had a drink, maybe popped a bottle of champagne. The hundredth episode of Service Drive Revolution. Changing lives everywhere we go.

Are you guys gonna beef up the firewall for that?

What fire?

Are you planning on inviting your friends?

Maybe.

Everybody welcome our in house Zoom hacker Christian back.

Yeah, I heard a good unemployment joke the other day.

What's that?

It didn't work.

That's the only reason I do these anymore is just so I can come on and get his jokes.

Oh, my gosh. You know what? You know what we did on. On Friday, Jeremy and I, I have to get your copy of the video. I wish you would have been on there. Did we invite you to it?

No.

No, we didn't. We should have. So, you know, with the. With the coaches because they've been home and they can't travel. Every morning at 7, we've been meeting and every week I've given them a different challenge, you know, in the. In the spirit of creating better content, serving our customers better. So we've gone through some things and when we had. When we hired Drew to do our upcoming coaching meeting, I said, hey, throw in that he'll coach our coaches for a week and come on the morning thing. So he did. He had a week long thing. So we start Monday with the coaches. We do one hour a day for four days. And by Friday, every one of the coaches did a three minute stand up comedy routine.

That's a long time.

And bro, I'm not joking. It was drop dead hilarious. Like, I'm talking about, like, some of our coaches are a little buttoned up. Right?

Right.

They were. They were hilarious. Christian did it too. I was gonna do it, and then I got. I got lost because I was also taking another class at the same time, getting certified on interrogation, and that one was like, really kind of pushing me, and I. I dropped the ball on the comedy. But I wish I would have. I wish I wouldn't have been doing both at the same time because Drew did an amazing job coaching them up. It was hilarious. We were. We were rolling, laughing.

So, yeah, so the hundredth episode of sdr, that was the point of that.

That's cool. I'll be there.

Do you ever read our comments on YouTube?

Yes.

You do?

All the bad ones? Yes.

See, now I'm trained in interrogation and I can tell that you're lying.

No, Chris, I never read the comments on YouTube. I ignore that. Well.

Honda guy. Sorry, Honda guy said. Wait, do I want to read Honda guy first? Which one? Well, first, David Munford said yesterday, so much great knowledge and so much great information for a somewhat new advisor. Everyone should listen to these guys if they are in the automotive industry. I thought that was sweet.

That one's cool. We need a poster made out of that one.

And then Honda car guy said yesterday Great show as always. Thanks for always getting my Mondays going. Right. You guys really need to do a funny political show. It would be hilarious. Now, I think when I read that he's talking more about you.

Why are you throwing me in on that? I have nothing.

Because, like, a lot of people love online, on YouTube, a lot of people love the conspiracy political stuff, which you kind of like.

You.

You're in. You got your foot in there in that water. You put your toe in. I think you. You would be funny.

Well, we could make it happen. I'm. I've got a lot of things going in the political world right now. There's the coup that we're starting to take over the White House very soon if Congress and our White House people don't turn things around. It's so funny to watch, you know, Trump's response to all of this, when he created all of this, you know, and that report that I found, I'll unveil real soon of how Trump in a secret lab, did actually create the coronavirus and the CIA helped him push it out there.

I don't. I can't tell if you're serious or not.

I have been hardworking. Like, my staff here at the shop is like, dude, where's Jeremy been? And I come in all haggard looking. I'm on midnight ops in these secret laboratories trying to find this stuff.

Let me get this straight. You're so far right, you think Trump is left?

Correct. Yes.

Oh, boy, it must be fun over there on the right.

We even have a cracker barrel.

Do you think. Do you think Corona is going to have a second wave?

Dude, I think right now we're in that tsunami effect like it is. The water's out, everybody's running on the beach. People have let their guard down.

We have mitigated the spread of it, but it is not gone. And the challenge is it's not business. Like, so many people are just ready to just get out of the house and go. And I'm so afraid of what's coming, you know, with the second wave, it's this huge tsunami that's gonna hit us. And, you know, we feel it at home. Our kids are cooped up. They've been at home for, you know, six to eight weeks. We're trying to help with schoolwork and get things done, but I still have to work, my wife's still working. We're going camping this weekend, we're going camping the following weekend, and, like, people are out and, you know, we're going to open things back up. So we'll see what happens.

So it's a yes or no question. Do you think that there's going to be a second wave of the coronavirus?

You were so different with this class you just took with interrogation. The answer is yes.

You do think there's going to be a second wave. And so do you think they'll shut everything down again?

Well, that depends on the government's ability to get the American public to accept the new taxation that they are unlawfully going to unleash on us because of all the stimulus money. Now if they can pass it and get us to give another 30% of our income and live on government assistance forever and enslave us, then yes, they will shut down again because that will be the third tier where they take all of our income, all of our labor, all of the fruits of our labor will go to the government. And then they will say that the American public has sold their Souls for about $3,000 per month per family, and that's what you get. And then guess what? The Trump China connection will become.

Reality. People will understand that America is no different than China, where the government gives you a three bedroom, two bath house, but you've got to give them 90 hours of labor every single week. So.

Hey, Jeremy, you know how, you know how America is different than China in.

Many different ways, but not very. Not.

They eat dogs over there.

And horses. Correct?

Yeah. Well, my problem is they eat dogs.

Would never eat a dog.

Well, they do over there. So when you say America's like China, my mind shuts off. I, I can't. We don't eat dogs here. It's a completely different world over there. Also, we're not communists.

I, I don't disagree with that. We have some semblance of a republic left, but what is left is quickly.

Being torn out still night and day compared to what they have over there. It is still night, night and day. And, and also I gotta think that there's enough redneck hillbillies like yourself that if things were to go too far left, you guys would revolt and you know, it would knock it all back into.

I don't think there's enough of us left. It's generation.

You guys are the majority.

No, we're not. No, we're not. The NRA numbers have been dwindling year after year after year. That's your first indicator right there. If you need, if you need an indicator. So, yes, do I think there's going to be a second wave of coronavirus?

I don't think the NRA is the. Is the barometer of that.

You know what? This, this conversation reminds me of something. This episode of SDR is brought to you by Animal Crackers. Convincing children everywhere that all animals taste great.

Shout out to Michael. That's a. That's a. Inspired by Michael. Okay, so we do think that there's gonna be a second round of Corona.

We.

We don't know if we think the economy is gonna shut down again. I don't think.

I don't know how they can do it, but.

Yeah, I don't either. But it's happening right now in, in Korea and Japan. Right. So they're doing. They're, you know, having to shut things down kind of sort of again.

So it's.

You know what's interesting? I'll just share. I had a customer that we're working on their car, and he's a driver for FedEx, so all of that's being switched around. But his wife has been working from home for the past six weeks. Do you know what she told her boss? I refuse to come back in the office. I'm gonna work from home from now on. And he can't fire her. So she.

What does she. What does she do?

I don't know. What. She's clerical kind of office work. And she says she can do everything from home. But the reason that she likes is she gets an extra two and a half to three hours per day to her day. So she likes working from home. She says she's being more effective. And guess what? She says she's not going back into the office. So I'm curious how many people are actually going to draw the line and say, I'm going to work from home. I'm not going to actually come into the office.

Yeah, but he can still layer off, like, you can still downsize then, right?

I'm sure there's an attorney in California that would love to take her case.

On.

For wrongful termination.

Okay. Well, I don't know. I don't know. Maybe I don't know enough to get into that, but I would figure out a way.

Yet another conspiracy that I brought to you. That's two and one.

I love it. Yeah.

Wow.

It's great. Okay, let's go. Should we go to the voice of God? And questions from. From our listeners and viewers. God, are you there?

The voice of God is here.

How are you doing today, God?

The voice of God is good today. How are you?

Great.

That's good. This first question comes from LinkedIn. Service department is always putting things to Their policy when it is a customer issue or advisor didn't make proper notes and the vehicle comes back. This does include in marking down the parts to cost. Is this a normal practice, or am I just giving in to allow this to happen? Shouldn't it be a cost plus 10 to 15%? I've been told that they don't want to pay for the part twice, which is why this is being marked down to cost. Don't get me wrong. I'm a firm believer in making the customer happy for repeat business. But this is aggravating because it affects my CP per rot.

Chris, you want to handle this one? You want me to take it?

I'm dying. I. I have an opinion, but I'm dying to know yours.

Well, this is the proverbial story of the doctors who are on a rafting trip. And the doctors are by this beautiful river. They're around the. You know, the campfire, having breakfast, enjoying their coffee, when all sudden, a body comes floating down the river. So the guys rush in, they pull the body out, and they start cpr and they revive the body. And then two minutes later, another body comes down, and then another. Before you know it, it's like the ER like there's bodies on the shore. They're, you know, doing cpr, and these guys are working their tails off. Like, they're sweating. They're like, man, we came out for vacation not to work. All of a sudden, this one doctor in the middle of all this gets up and just walks away. And, like, his buddy's like, hey, George, where are you going? Get back here. Like, you got to help us save these bodies. And George says, nope, I'm gonna go find the guy throwing the bodies in the river and stop this madness. And that's the same thing. The problem that you have here is it's not what management does with the comeback. It's not what they're selling the parts for. It's not what they're making you mark things down with. It's the fact that service advisor error is creating this problem. So if you forget to write things on the ticket or you rush or you're worried about the CP number and you're not genuinely concerned in taking care of the customer, documenting their concern, properly, petting the dog. Right? Writing the ticket up right the first time, you're creating this issue. And it doesn't matter what management does. The 10 or 15% markup is irrelevant if you do your job right in the beginning.

Yeah, I don't. I dropped the mic. That was great. I love that story.

Thank you.

Perfect. You're focused on the wrong thing, basically.

Yes, absolutely.

Now, one thing about the story too, that is a little incongruent is we're paying for the part twice.

Doesn't make sense.

No, it doesn't.

I mean, it would be under parts warranty.

That would be the parts department fault.

Yeah, that would be under parts warranty. Unless you're buying your parts from some backwoods like. But if you're buying them from a parts department, they're going to be under warranty. So that doesn't make. That part doesn't make sense. But I love your analogy. I agree 100%. The other thing I would say is whether you mark up policy and things you're writing off or you do it at cost, the net at the end of the day is the same.

You're just, you're just raising your prices to charge yourself more. If you like seeing the bigger number, then that's fine. It, you know, you could make a case that it's the true representation of, of what it is. You're going to sell it to yourself at retail and not at cost. But at the end of the day, your profit's the same if you write it off. Whether you write it off, it cost, you write it off at the full amount, it's still coming out. You're not making any more money on the bottom line.

No. And you know, Chris, I think the one thing, if you want massive CP numbers, what you have to do as an advisor is get more key thr. Right. And you have to turn the tide. Instead of your dealership losing 70 to 80% of your client base to the independent world, flip those numbers. Do something every day to make, to be memorable, to be remarkable and make customers want to stay with you as their trusted advisor so they come back. Right? Let's flip the tide. If you had key throwers and you flip those tables, it doesn't matter what they do, your CP numbers would skyrocket.

I agree. What's the next question? God.

This next question comes from Roger in Florida.

Good morning, Chris and crew. I work at an extremely busy Toyota dealership in Southwest.

Stop bragging, Roger.

Stop bragging, Roger. If I'm aggressive enough, I can easily clear 20 ros a day. I've noticed that when I try to grab every car on the drive, my ELR suffers. But we are way too busy to spend an hour or more with each customer. I'm trying to find a balance of numbers of cars written per hour versus keeping my dollars per High. I finished last month at roughly $265 per copy and am looking to increase that number. Thank you for your time. I look forward to hearing your thoughts.

Less is more. Is that what you're thinking, Jeremy?

Well, no, I'm thinking it. You shouldn't have to spend an hour with each customer. I mean, what we teach with petting the dog isn't an hour walk around. You know, it's. You got to get.

No, but, but It's. It's definitely 15 minutes. Right? It's not, it's not.

It'S not just like a.

You know, but a recent scenario with somebody who was arrested and got a public defender. Guess how long a public defender in Los Angeles spends with their average client? So let's say this person is accused of a drug deal, murder, whatever, crimes that they can go to jail for for 10, 20, 30 years.

Three minutes.

Six.

Six minutes? Are you serious?

The average public defender spends six minutes on it.

Now, does he go to them or do they bring the. The alleged or the charged person to the defender? Oh, are you like in a cafeteria line with your tray? It's like, sit down. Next.

I think they just get the case assigned to them. They do it. They meet with them and they go in front of the judge. But it's a short conversation. But they spend like six minutes in preparation for something that could cost you your life. Like you could be innocent. Or let's say that even if you're not innocent, I think the one thing that we, we hold true as a country is that you get a fair trial. Right.

For now.

Just saying.

Well, that's the, that's the hope. Right?

Throwing that out there.

So I think less is more. Like for me, I would rather connect with two or three customers on a deeper level and create a key thrower and have an. A higher average per ticket than write 20 plus ros. I was never good past 20, man. I would, I would struggle a lot.

My number was like 35. Like when I.

So happy. I'm so happy for what is about to happen right now. Come on in, Lorraine. She's got the goods.

She's got the goods.

No. Any police following you or anything? Can I have them over here?

Oh, yeah, sure.

Sorry.

You weren't followed?

I was not followed.

Maybe for a second, but sorry. Awesome. Thank you so much.

We got the goods, Jeremy.

So Chris just received a bag with. It's red for our listeners. The. The noise you hear is him reaching into the bag. His right eyebrow just arcs.

It's exactly what it should be.

Are you gonna unveil it?

No.

Are you gonna unveil this now or is this for, like, later?

Well, they're illegal.

Oh, okay. Cool. Awesome.

It's illegal. What's in this bag, Jeremy?

So should we talk about the bag or should we talk about the question?

What's the next? Well, do you have anything to add to that?

I. I do. I think, you know, with technology. Oh, man. Though I see where you're going, that I empathize with him a lot because with more cars comes more opportunity, and obviously the rewards are obviously a larger paycheck. So I completely get that. The desire to serve is also there. So use technology to get through the process faster. I would have a pre appointment email and a text that I sent out to every customer. I'd preload as much of the stuff as I could before they show up so I could shorten my transaction time. I'd learn to pet the dog virtually before the customer even showed up so I could cut my transaction time down. So I would say start to harness technology to shorten your transaction time per customer. And if you're smart, you could double your numbers. You could literally have a 4 to $600 average repair order instead of 265.

Good. You have another one. God.

The voice of God has another question. This question comes from YouTube. Hey, Chris, when you talk about pet the dog on the drive, what do you do if your repair facility isn't set up in a way where you can walk around the vehicle with the customer?

That's a good question. God. It's weird to say good job, God.

I've never seen.

It. I've heard about it. I've had people tell me that they have a facility that they can't walk around with customers. But when I've gone there, I've never seen it. Customers are pulling into a parking spot somewhere. Like, you don't have to have a traditional drive in order to walk around with a customer. You just designate certain parking spots that that's where customers pull into. And then you go out there and do it. And if it's 40 below outside, then you don't do it during that time. But eight months out of the year, you can do it.

Well, the interesting part of this too is go. You're going to have to walk the car anyways, take pictures and come back and pet the dog, you know, virtually with the customer at your desk. I mean, keep in mind, Kris, you always talk about this. It's not about the vehicle, it's about the customer. The relationship. Right. So it's not necessarily about the car. It's about the person. So what can you take out of that walk around experience? Bring it back in and pet the dog virtually at your desk if you have to.

Yeah. And just, you know, Christian and the team have spent a lot of time working on how do you go pick up cars and have the same experience. And so you can pet the dog by calling beforehand and talking about it, and then let's say the car is delivered to you. So the real scenario is if a valet or somebody goes and picks up the car and brings it to you. What are you doing? Are you calling beforehand and petting the dog, then telling them, hey, I got the car. I walked around. This is what I saw. And this is what the computer says you're due for. Or, you know, there's a way to do it. But I've never seen a facility, although I've been told, and people swear, oh, our facility. Our facility. It's different here. You don't understand. The only. The only thing that I've ever seen that comes close is that it's, you know, 40 below outside and the winds are going 60 miles an hour. Yeah, I don't. I don't know that you want to do a walk around outside.

Then that happens in Sudbury, Canada. I have no idea where that's at. I was asked that question once. You do a walk around on every car? Yes, every car, every time. Well, I'm in Southern California. This one guy in the back room says, you ever been to Sudbury? I said, I have no idea where that says when it's 40 below, you go outside. I'm not going outside.

Hey.

Yeah.

Even the.

Even the tone of that, though, is like, kind of like, come on, it's about the customer. It's not about us.

You know, there's a.

Trying to make you do anything. We're trying to get you to love and want to take care of your customers.

You've heard of the Matrix, right?

The movie?

Well, no, the real thing. The Matrix.

I've actually never really seen the Matrix movie.

Okay. But anyways, there's this, like, hidden wall, right. And this is what a lot of advisors struggle with. They're so focused on the transaction that they stay on the transactional side of this wall. Wall. But everything that they want is just on the other side of the wall.

I like where you're going with this.

Which is the relationship. Right. And when you're talking about the car.

My Suburban is. Is the vehicle. But what really gets me As a consumer is like, if my service advisor that I took my Suburban to knew that opening day at Snow Summit Bike park was next Friday, and all sudden I got like a gift card for gas. Like 711 gift card for 20 bucks. Hey, good luck. Be safe on Friday. I hear opening day is going down because he paid attention to what I do with my family with the car. So I would challenge all my advisors to do this. Find three things that the customer does with that vehicle. That's personal. Go beyond the transaction, get into relationship with the customer, and. And when you have those things now, you can build a real life CRM database that you can mine and create those key throwers that we want. Right?

Yeah. Yeah, totally. Stop being stubborn. It's not about Jeremy and I. It's about how. How do we serve our customers?

Exactly.

You're in the wrong job if you're. If you're not trying to sharpen your. Your skill set that you're worried about. How can I better communicate? How can I better serve? How can I create a better customer experience? And it's not about them. You probably should should go work at.

The DMV or tsa.

Tsa, yeah.

So I heard the TSA had the record number in like a month of the passengers they screen it was 5% of their normal capacity.

And they still were rude.

You think they'd be serving everybody coffee, right? And crumpets.

Jeez. Yeah. Really right?

Or it's tea and crumpets, I think. Who knows? Well, you're really enjoying the new stuff you got there. The contraband.

I've been told that this one, this tr. It's a Trinidad. I've been told it's really good. I'll tell you here as we go.

If you're listening to the podcast, you've got to just basically go to YouTube and watch the video. Chris just showed you the label of the cigar that he has, which.

It's a Trinidad. V, V, V. Nice. How would you pronounce that, Jeremy?

Via.

Via.

Hey, God, do you have another question?

No, God only had three questions.

God has another question. Yes.

Right. I love it.

I guess I underestimated God.

Hey, do you underestimate God?

Do you know how you give God a high five? How?

He's everywhere?

Just like that. Done, Jeremy.

So if you're listening and you're not watching, Jeremy just did a thing like the princess in the parade.

I did not do that.

I would. Moving on. God, what's your question?

What's question four?

The next question is. Hey, I love the podcast and all the great info you guys give. One thing I miss is the book report. My question is, what good books do you recommend for training?

You reading any books, Jeremy?

Yeah, I'm reading Syndicate right now.

Two or one Syndicate shop on a rough draft. We're working on that.

Oh, you're working on a. So Syndicate is a book series that I started to write. It's a novel.

Of a kid who inherits a bunch of breweries and then has to turn them around.

I'm reading this. The Ellipsis Manual.

Analysis and Engineering of Human Behavior by Chase Hughes.

Oh, interesting.

It's dense. Like, it takes. Like it's one of those books where you read a part and think about it and read it again and think about it. But he's amazing.

Hey, so what's your number one training book that you like?

What do you mean by training book?

Well, that's. What. Do you have any books that you'd recommend for training? Was God's question.

Training for what?

To be a service advisor. Service advisors.

Millionaire Service advisor. Yes, read that. Or the Irreplaceable Service Manager.

But, Chris, I've read that. I read that two years ago. Should they go back and reread it?

Yeah, it's still relevant.

Do you know. Do you know that I get more out of a book the third, fourth, and fifth time that I read it than the first time?

Yeah, me too.

Absolutely.

It's. So how many. How many times have you read how to Win Friends and influence people?

Like 23.

Yeah, every time you're like, man, this is so good.

I do a lot of group readings with that where we'll take a small group that we're training and then we do a chapter a week and go through it and then discuss it. That's a great way to do it.

So, yeah, that's a great one.

Absolutely. So the book we would recommend the Millionaire Service Advisor, get back through it.

Irreplaceable Service Manager.

That's it.

Okay, thanks, God, man.

Awesome job, God. High five.

I'm really happy with God.

Thank you. God is happy with you as well, my child.

God's God. I'm old enough to be your dad. God.

Okay.

Now we're gonna go to the. The real content of the show. A list that you came up with that I think is genius.

Thank you.

Five landmines to avoid when reopening your service department or shop. Five landmines to avoid. Number one.

Too Aggressive.

Aggressiveness. Yeah. Do you know what happened to me this week? So remember, a few weeks Ago, I had a client that wanted to buy a car. This is right at the beginning of the shutdown. And I had the car picked out for. We went online, I even had the stock number for the dealer. We contacted them and they told us what, no, I can't sell you car, we're closed. Well, that customer went and bought another car at another dealership literally 200 miles away. Guess who's been blowing up my phone for the past day?

That dealership.

That dealership. They didn't leave a voicemail. They called me four different times and I could see the caller ID that it was them. And. And it irritated me almost to the point of breaking my relationship where I don't want to talk to them and I can be a great source of business for them. So my message is this, as you come back and you have all this pent up energy and you want to be aggressive and you want to call people and you want to just get all this stuff going, slow it down, be strategic. And remember, Chris, what's the first thing that we should be focused on? Should be focused on our sales goal or should we focus on how we can help our customer?

Serving the customer, that's what business is all about.

Absolutely. So solving a problem for the customer, dude, that's great. How many problems do customers have right now?

A lot.

A lot of them are gonna say, well, I don't need my car because I'm not really driving. But you do need your car properly maintained and ready to go because you don't know when you're gonna need it. So let's get ahead of that curve. There's a lot of problems we can solve. We could be very creative and strategic. So I would say think through what you want to do. Don't just go into activity and be aggressive. Let's be a little bit more strategic and be helpful.

It's good.

That's number one.

Number two, the tsunami syndrome.

Do you feel where we're at right now with all this, with what's going on? Like, a lot of people are letting their guard down. You know what happens when a tsunami comes? What happens right before the tsunami hits? Where does all the water go?

Out?

Out? And what are people doing?

It's calm.

Yeah, it's calm, right. So people are out running on the beach. Like, wow, I never noticed the tide was this low before. Little do they know that the second wave or the big tsunami wave is coming. And I think that's where we're at. So we can't let our guard down. And Go back to normal. I think as advisors, we need to do a better job of stepping up our game of disinfecting the car, doing our part with, you know, wearing our. Our mask, being prepared, washing our hands, wearing gloves. But protect the customer's car. Use floor mats, use seat covers, use the steering wheel cover. This is a great. You know what's funny is we just talked about not being able to pet the dog. You want to know where you can really hit a home run with customers with petting the dog? Do that in the beginning. Ask them if there's any area of their car that they want special attention to show them that you're putting the seat mat in the floor, the seat cover, the seat, the floor mat, and the steering wheel cover. And then when they pick up their car, what do you do? You walk them to their car and you take all that stuff out, make sure it smells nice and clean. And then, you know, you can do like a no contact high five. So there's a lot of things we could do right now.

So don't get the narrative. Make customer safety and safety of everybody around you the narrative.

Yes.

People will be attracted to that.

Yeah.

So now's not the time to let your guard down just because it's calm and things appear to be normal. They're. There's still stuff coming we gotta be prepared for.

Yeah. And also, I think it's. It's important to. To be the company, the person, the service drive that even though, like Jeremy said, it's calm and the water's out and it looks like the tide's low when it comes back. When there. If there's another flare up and it comes back, you are the company that was safe through the whole thing and protected everybody and didn't get caught slipping.

Absolutely.

Because they'll remember forever if you got them sick.

Yes, they will. For sure.

You don't want to be the one in the news, like, hey, yeah, we traced all. We traced these hundred people getting Corona back to Jeremy Motors service drive. Right.

So we want. No. My friend Chris Cloutier in Dallas, Texas, says you don't want to be the shop that gave them Covid. You do not want to be that shop.

Man, this cigar is incredible. I don't think it was oversold. It's really smooth.

Save me one for next year.

Makes me want some tequila. Yeah, we'll smoke one on the hundredth episode.

All right. I'm totally down.

And it's little too. So it's not a huge commitment. Number four, re. Establish your systems.

So you're a big systems guys, right? You love systems. I mean, the best businesses have really good systems and processes in place. Now's the time to reevaluate your systems and make sure that you have really good, rock solid systems built. And there's never been a time in human history that has been better for reinventing yourself. So right now, look at your systems. Find ways to get better, faster, connect at a deeper level, but just go back through and revisit your system.