The 5 Reasons Technicians Aren't Efficient (Service Drive Revolution)

Hey Jeremy, you know what we should do before we start the big show?

I think you're gonna say something here. I don't know what.

We should read the comp winners.

That's what I was gonna say. We should read the comp winners.

Chris. So we have this software that takes all the advisors in our coaching group and benchmarks them against each other. They are in different groups or categories. So you have Ford and GM and the American group, TW, Toyota, Nissan in a group highline, etc. We are going to read the winners for last month. These are top performers, the best of the best. And they have been disguised with aliases.

Cool. You know what I'm excited about? What? When we get the indie group going.

As the independent start we built up the other day.

Yeah, absolutely. It's coming. Get ready for it.

So in the American group, King Joe is the top manager. And the top advisor is Uncle Rich. Second place is the Closer. Third place is Shade. Fourth place is Hot Rod. And fifth place is Pitbull. Good job you guys. In the Japanese group, the top manager is Chief Grady who beat out Al Capone.

Really?

Yeah. Chief Grady beat out.

Where does Chief Grady reside?

Florida.

Okay, cool.

Al Capone. Guess where Al Capone is.

Chicago.

Yeah, totally. Top advisor in the Japanese comp, Carlitos.

Nice.

Second is C Pop. Third is Foster. Fourth is Just mom and five. Fifth is Thorny. In the high Line group, our top manager again is Monster. First advisor is Rover Hog. Second is Magic Mike. And third is Rooster.

And in euro import, High line Captain. Captain James.

Captain comes from. He's a huge Star Trek fan.

I was thinking that.

And a lot of his advisors are named after Star Trek.

It's a nice little cultural theme going there.

Top advisor in euro import, Amish Gangster who's from Chicago. Second place is New Spock. They're one of captains.

There we go.

And third place is Data, which is another one of captain's advisors. That's how you win is your advisor.

He's got the team rolling.

Yeah, he's got Hitters Row. And then the Canadian comp top managers, Maverick. Good job, Maverick. First place advisors Wolfman. And second place is Roadrunner. And then in the Asian zine group we have Big Tuna is the top manager. I love that name. Top advisor is Ren Paulie. And second place is the real Mario, which I think is a dig at Mario.

Great job you guys.

Lots of records set and fun that was had in our advisor service manager competition.

Welcome everybody to Service Drive Revolution. We have an exciting show for you Today we're going to talk about the five reasons technicians aren't efficient. You're going to see some things on that list that are probably going to surprise you. We're going to answer your questions. Don Rito is going to be here again. He's kind of becoming a popular part of the show. And we're going to talk about some industry news. How are you doing, Mr. Jeremy?

Now I'm doing great. I've actually just completed like a two month hiatus from travel. A stayed home, worked on the business, you know, did all the training videos, get all that done. So it's been nice, man. How about you? I heard you've been traveling a lot.

You're just saying that to mess with me. So you got two months at home of just Zen. Yeah, I had no travel whatsoever.

One of my sponsors wanted me to do a class and I'm like, as long as it's in my backyard, I'll do it. And we sold it out in about a day. It worked out great. So had a 15 minute drive down to class and back home that night. No airplanes, no hotels for me. How have your hotel exploits been?

It's been, it's been terrible. So I. Not that long ago I raised my prices because I was traveling too much and it made no difference whatsoever. It's almost like I booked up more.

Yeah.

And so these sort of things happen where like.

I don't. For the last three weeks I've only been home on the weekends. That's it. I've been gone. And like say, for example, so last week I start off Monday and I fly to Cincinnati and then I do a couple days in Ohio.

Then like on Wednesday I get up at 5.

This is the other thing that was crazy is for some reason they decided not to have a rental car in Ohio that we were going to Uber everywhere. Have you ever tried to Uber in parts of Ohio?

I've been to Cincinnati before and it's like.

But this is like 45 minutes outside of Cincinnati.

I've been to Dayton too.

Like in the birds.

Yeah.

That's tough to get to.

Yeah. So you can't really Uber. And the Ubers that do show up are like, you know, the little tiny Toyotas, that sort of thing. So we're ubering from the hotel to, to the training center and it's like literally 20 degrees. It's freezing. I've got a big suitcase.

Oh my God.

I'm standing outside in the cold. It was the worst. So I get up at 5 in the morning.

We Eastern Time zone, right?

Yeah. No, for sure.

So it's like 2am Here.

Yeah. And the time zone changes is impossible. So on Wednesday, I get up at 5, get ready, we meet. We have a pre meeting with the team, then we go to the training center. We do training for most of the day, then we rush to Cincinnati to catch a flight. So then I had to be in Phoenix to do a thing for these independent shops on Friday. Right.

Were they from Canada?

They were from Canada, yeah.

They love Phoenix. They love their golf. Well, up there they have to get their son because it's so cloudy. It is a good time to get out of Canada, come down, enjoy some of the southwestern weather that we have.

So instead of me coming home, the decision was made that I'm gonna go to Phoenix a day early because I'm speaking on Friday for them. So I get to the airport in Cincinnati, late afternoon, fly all the way to Phoenix, land at Phoenix, and guess who is in Phoenix?

Our President, Donald Trump. They've landed Air Force One at the Phoenix airport, sitting on the tarmac.

No way.

Yeah. So it's a, it's a disaster. Christian, who was with me, who was then coming or going to Los Angeles, was delayed because nothing could take off because Air Force One was there, but we couldn't get out of the airport, the whole thing. So then the, the idea was that Thursday they were going to book me a bunch of strategy sessions and meetings and the whole thing. So my whole day is full. I'm looking at this, this calendar and I'm like, man, I really hope the WI Fi is good, wherever I'm going to be. Because, you know, here at the office we pay extra to have the line.

So their meeting is at some place in Phoenix that. I didn't even know Phoenix had casinos. Did you know that.

Outside of Phoenix they do, I guess. Yeah.

Well, it's pretty far out, but it's like on your way back to California on the freeway, basically. So, okay, it's like, I don't know, a little over 30 minutes to get there. So it's late at night. It's almost like 10 o'. Clock. I've been going. So now I've been going since 5 o' clock in Ohio.

So now you're at the 24 hour window.

Yeah, it's coming up on one midnight, right? Absolutely, it's coming up on midnight, but it's, it's almost 10 o' clock there. And this casino is called like the, the Burnt Match or something. I don't know. It's on An Indian reservation. It's a big, big casino. So I get there, the driver drops me off, I get all my bags, I lug them through, I get to the reception desk at the casino for their hotel and you know, they're like, how can I, Can I help you? And I'm like, chris Collins checking in. And they like, look, what's your name again? And I'm like, you got my id? Like, you know, I just hand them my. Like, I just want to get to my room.

To get to my room. I need to slee.

I also have to pee really, really bad too.

So she goes, we don't have a reservation for you. Like, what are you talking about? She's like, we don't have a reservation. So then I text the office and they're like, well, they made the reservation and I can show you all the emails back and forth. That whatever.

But is this, this tie into the hundred thousand dollar a year personal assistant?

Yeah, kinda. Oh, for sure.

Okay.

So usually when I look at my calendar and I hit that thing like the hotel, there will be a reservation number.

Yes.

There's no reservation number.

Oh, no.

So I have no reservation. Really? Because if you don't have a reservation number, you don't have a reservation.

Good news is you're in Phoenix. You probably sleep out by the pool.

It's kind of cool. And then how am I.

A couple towels.

How am I gonna do the meetings and all that the next day?

Just do them out by the pool. Poolside session.

It's. They're sold out.

No rooms at all?

No, because I'm like, okay, well just give me a room, like, whatever. And she's like, well, we're sold out. We're fully committed is what she said. And I'm like, oh, you got to be joking. So then I'm trying to figure it out. Ends up, they never made me a reservation. Complete, like disaster. So then, oh, wow, you think that that casino sold out? Like everything was sold out, right? So, and I call the On Daz, which I usually stay at when I'm at Phoenix. Sold out. I start calling around. The only place that had a room was the JW Marriott. That was like 25 minutes away. So then I call an Uber, I make the reservation. The lady's like, the only, the only room we have left is a casita. And it was super expensive at this point.

You don't care.

Is a casita nice? She's like, yeah, whatever. So I'm like, okay, I call an Uber. This stupid casino hotel doesn't let Ubers come to valet. It's like around the corner and down the building, they have an Uber.

So you had to actually walk like three blocks?

No, I told the Uber driver, I'm like, I'm not carrying all my stuff down there. You're coming to valet. If I have to fight these guys, I will personally fight them at this point. Point right now, it's like 10:30. I'm like, you. I'm not carrying my bags all the way down there. And I told the valet that. I'm like, so the Uber driver finally comes, but he was already over there at that thing, and I had to, you know, walk him through it. So he comes around the building, gets me at valet. We drive the 25 minutes to the JW Marriott. So the JW Marriott there is like, spread out. And so it's very evident when I get there that I'm only getting to my room in a golf cart. So I go to the right. When I get there, they take my bags. I go and I check in. And then I go back and I'm like. I asked the reception, like, is there an atm? Because I know now I got a tip, the golf cart driver to drive me to my room. And they showed me the map. When I'm checking in and my room's like, it seems like it's like three miles away.

Oh, my gosh.

Like, there's no way I'm lugging my bags, like, at the casino. I'm like, no, I don't need help. And I never plan on having to tip anybody for walking into my room because I hate to wait for them anyways. Right? No choice. So I asked the. The front desk, I'm like, is there an atm? They're like, yeah, it's right out by the valet who had my bags. So I go out, there's two ATMs right there. I put my card in, put in my code. It says declined. So then I try the other one. It says declined. Then I pull out basically every card I have. No, nobody. I can't get any money out of the stupid ATM. Now we're coming up. It's almost 11 o', clock, right? So now I've pretty much. We're going on 24 hours here pretty quick, right? So then I just tell the kid, because it's late at night, there's. There's only two kids that I'm like, I go, is the ATM broken? He goes, no, somebody just got money out of a minute ago. Like, oh, come on.

Oh, my gosh.

I'M like, bro, I don't know what to say. I don't have any cash. I'll tip you guys tomorrow. And he kind of like got cold with me. And then the guy drove me to the room. And even when he drove me to the room, which was literally, you know, a mile away and way in the back up on the mountain somewhere, and I'm thinking, man, the WI fi better be good out here in this thing. He's wait. He sits there and waits. Like, you know, like, tip me, you.

Know, I'm gonna give him a high five. Like, here you go, bro.

I feel so bad. Like, that stuff messes with my head because I feel guilty. Like, I feel guilty if I don't tip. Housekeeping. Like, I literally, in a hotel, will go to an atm, pull cash out, get change and go back to the room and leave it for housekeeping. Because I feel guilty.

Okay.

I don't know. My mom, like raised me that way. She used to be a waitress and so she was always like, you always got a tip. You know, she would come home with her tips and it was like, it's because you don't. Exciting.

It's because you don't have a dark spot on your soul like I do.

It's.

There's a part of me that's like, well, it is what it is. Moving on. Let's go. High five. Worse it is. Yes.

You can't trust clients. I don't see. What happened is we used to have a salesperson here that would have double checked that.

But you let the client control your reservation.

No, never.

Right?

You're like, she knew, but since she's gone, nobody knew. Because I usually don't do this sort of thing.

Right.

It was an anomaly. They don't know that you can't trust clients.

Yeah.

You do not trust them with anything. They're disorganized.

The last time I did that was in Dayton, Ohio. I got into the hotel and I slept in the bathtub and then.

Why did you sleep in the bathtub?

Cuz the bed was moving so I didn't want bed bugs, so I slept in the bathtub with the pillow.

Oh, that's the worst.

Yeah, it was really bad. So I got my own.

You saw the bed bugs?

Yeah, like really bad. And they like. And it was like at 2 in the morning.

So I was like, I've only read the reviews online. Like, I'll look at the hotel reservation, I'll read the reviews and it says bedbugs and I won't go.

Yeah, Absolutely, absolutely.

I drove. I drove an hour once in the Midwest to not stay at the hotel. Dealer owned. So he owned the only in the little town that he was in. And I drove an hour. This is crazy because I wasn't gonna. I wasn't gonna.

We should have Travelocity sponsor this segment of the show.

Right? The worst.

Absolutely.

So yeah, no, I can't. I'm done with the travel. Like I'm.

And here I go. Yeah, we're dragging you. We drug you to Kansas City and all this.

That's different though, right? Like that's not really. I don't see that as work.

Okay.

I don't have to speak. You're the one doing all the work. So it most. What I am is your wingman. I'm there to make it easier for you. Right.

So have you ever slept in your meeting room?

No.

So that happened to me too. In Dayton.

They slept in your meeting.

Well, they gave my room away and I showed up so late I forgot to call. I get. I don't know what happened, but then I'm like, well, I'm doing a meeting here tomorrow. Can I just go see the meter? And there was a fold out bed in the meeting room with a shower. So I just slept in the meeting room and got a meeting room.

Is this.

It was. It was 40, 50 people didn't have a shower. It was. That's how it was set up at the hotel. They actually had a bathroom with a full shower and a pull out bed. I'm like, score.

So wait, so never know. I just realized something. You made our reservation in Kansas?

Yeah.

There better be somebody better double check that reservation because I'm not sleeping in a meeting room.

If I have a room and you don't, you can have my room and I'll go.

No, that would make me feel terrible. You're there to speak. I'm there just to.

I don't sleep in Kansas City. I stay up 3, 24, 7.

Yeah, you party like that. Okay, well, one thing, traveling with me, I'm sure you're excited to do this. I'm in bed by 8:30.

Perfect. Excellent.

You're still out going a.m. right? First of all, there's nothing going on in Kansas City that you'd stay up that late.

There are certain things.

There is nothing going on in Kansas City.

There's a lot of deep conversations that happen down in the bar at that drunk. Yes. Not me. No, not me.

Remember them? Conversations?

Well, yeah. You remember them?

Actually, no, I. When I was. When I was in Toronto. I had a couple really good conversations with some guys late at a bar. That was really cool. Like, I don't know. I like to get to know people. I'm curious about people. So it was, it was fun.

Yeah, absolutely. We're. Have a great time. What's next on our list?

So let's. You want to talk about some news?

Yeah, absolutely.

Let's fix Ford right now. So everybody watching this? Everybody forward what we're about to say to the CEO of Ford because he needs to hear this because it's not working out. You're probably not going to be the CEO very long.

Probably not.

How many quarters in a row have they lost money?

18.

Ford stock has hit a 10 year low. Ford replaced CEO of Mark Fields with Hackett in May 2017 after dismal stock performance. And the value of Ford stock has continued to wither. Ford hovers around $8 a share. Crosstown rival General Motors has a stock price of $35.

There's a lot in that. It just shows you that.

Read between the lines, Jeremy.

Okay.

What's in there? Well, because I have an idea.

What do you think it is? I like. You know the solution.

Right.

Who should have an idea? There's this guy out there that basically owns everything that Ford is running his software in some of their cars.

Okay.

He, he goes by the title richest man in the world. Jeff Bezos.

Yep. Very smart man.

He also has this website where tons of customers go there to buy stuff.

Every day and over 100 million of them pay a fee every year to just.

Yeah, more people have Amazon prime than have a telephone line.

Right. Is that crazy?

It is crazy.

It is.

He has the largest airline in the world.

Okay.

Amazon Prime Air or whatever it's called. Yes, Right. Why not let him buy Ford?

Because you're gonna lose the heritage of Ford.

There's no heritage.

Well, yes, there.

What? They own the Detroit Lions and they haven't won in 40 years. No. What's the heritage? The Detroit Lions. No, they're rebuilding again this year.

Well, Ford is always rebuilding. So they're.

You're not losing the Ford name. Roll that Ford stock into Amazon stock. That's what I'm saying.

That might devalue Amazon stock. Too much?

No, Amazon's so much bigger.

Why? I know, I, I understand. There's a lot.

I think. What do you think Ford is valued at now at $8 a share.

I have.

It's probably like 30 billion. 40 billion. It's not that much. If GM is 60 billion, Ford isn't worth that much. You would be better off rolling that stock into Amazon. Let Amazon buy it. They have a network to sell.

Right.

They're going to think a little bit different.

They're going to sell direct to consumer with the electric.

They will. I don't think. I don't think they can with gas yet. But I don't know. They have enough money to.

Every country is going to outlaw the internal combustion engine anyway. So we are going to have electric vehicles.

This would be so great for the Ford dealers because they would start having Amazon prime pickups in their showroom. Just like Whole Foods, right?

Yeah.

People would come there to pick up their books. Like he does that at Whole Foods now. Since he bought Whole Foods. You can go there and pick up stuff. They have the lockers. Dealerships need traffic. Think about Ford dealers would have Amazon prime pickup in there. You could have a drone airport there that pretty soon they'll be dropping off stuff with drones. Think about all the activity that there would be at four dealerships.

That's true.

It would be great for Ford dealers.

It would be absolutely. Yes.

Your parts department would have books. It would have tampons, bubblegum tequila. Everything in parts. Think about it.

What is happening to the automotive.

You'd have little robots driving around in the parts department picking stuff up. Things would start happening.

You're right. Absolutely.

Ford is falling asleep. So Ford needs to wake up Ford Stock. What's the CEO's name?

It's right there.

Hackett. Yeah, Hackett. You're not going to be there long, bro. You might as well call Bezos.

Get it done. Sure.

He'll take your call.

Get it done.

I've heard the rumors already that they're in the, in the market to buy a car company. It makes perfect sense.

It absolutely does. It? Absolutely.

It would break down the dealers. It would be great for Amazon and it would definitely be great for Ford and I don't know, Bezos is talking about buying the Seattle Seahawks.

You should.

You should keep the losing Detroit Lions.

You should broker this deal and just take a percentage of it.

No, I'm. This is genius. You guys need to listen. I'm ahead of the curve on most of this stuff.

Yes, you are.

You need to pay attention. Ford dealers. You need to start some sort of letter signing campaign, grassroots up.

Move it up from the, from the dealership up. Absolutely.

Because it would. It would pick up like lightning.

Yep. Absolutely.

That. That's exactly the kind of leadership that Ford is missing right now. And I don't know that the Ford family has any influence whatsoever. Except for going to a board meeting and firing the CEO.

They're way behind on everything like this just puts them at the front.

I agree.

Also, what's that truck company that Bezos invested in? The electric truck.

Oh, you would have to put me on the spot and ask me whatever it is.

The Rizo, the Rhizo, something. If they roll that right in, too, and be one big happy fan.

And they're doing amazing, too.

Okay, you're welcome, Ford. You're welcome. Okay, you ready for the next one?

Tesla autopilot system found probably at fault in 2018 crash. Tesla just got permission to break ground on their German gigafactory, but maybe in hot water in the US Their autopilot driver's assistance system and a driver who relied too heavily on it are likely to blame for a 2018 crash in California in which the driver died.

I think it's a good story.

Good. What do you mean, good story?

I mean, it's tragic, however, it's good. There's a lot of good that will come out of this.

It's tragic. However, it's good.

Well, somebody died.

It's like a sad country song.

All country songs are sad.

You play it backwards, you get your wife back.

They shouldn't even label country music as me.

Why do you. Why do you think it's good? I don't understand.

Because this is gonna turn.

I did not anticipate.

This is gonna push the autonomous vehicle faster out to the public. You know, I want my car that drives me around.

Here's the thing. I have a question for you.

Okay.

Is the. Is the autonomous driving system on a Tesla safer than humans driving?

Yes. Especially women drivers. Yeah, 100%.

But take women out of it, is it safer than humans?

Yes. Yeah, absolutely.

The only reason this makes the news is because it happened, Correct? Because if you take the autopilot versus human air, humans cause way more accidents.

Yes.

Think about how many Teslas are out there driving with this that don't crash. One crashes, and it's terrible.

1.

It's terrible that there was a fatality.

I agree.

But it's still probably 10 times safer than humans driving.

Yes. And if you look into that story, the driver was probably using the vehicle in a way that the autonomous programming wasn't designed for. So the draw, it was more driver error than actually.

Yeah.

Autonomous vehicle error. So. Yeah, I agree.

So I don't think every time an autonomous car crashes, we need to throw the baby out with the bath water because it's still safer than most of you. It's definitely safer than Christian's driving. He's a crazy.

We're gonna have a bunch of women.

You ever read with Chris? Road with Chris.

I won't ride with him.

Have you ever read with. What is wrong with me?

Well, I have read with him. I've done a coaching call with him.

Well, he can't drive to save his life. He's crazy.

Oh, my gosh.

He's a terrible driver. No, that's the thing. When we went to where's he from. So the reason why, the true reason why we didn't have a rental car in Ohio's license, your sister said, but I thought you wouldn't ride with Christian anymore.

Oh, no.

That's what she said. And I said, hey, I have a driver's license. You can drive, I can drive. Everybody's so used to taking care of me, right? They forget they don't let you drive anymore. Yeah, I drive, too. I would have much rather driven his phone numbers.

Six, three, zero. Where's that from?

Illinois.

Okay. That's why. So it's from where he's from.

People from Illinois can't drive, correct?

They can't, no.

Why? What's the theory there?

So I go to Minneapolis one time, and there's this van in the fast lane, and literally it's moving like 45 miles an hour, and it's swerving all over the place. Almost hits the wall, almost hits the car next. And so I speed and go past, and the person, she's on her phone. So number one, women drivers can't drive. Number two, don't text and drive. That's the other thing. And people in Minneapolis absolutely cannot multitask and drive. Out here in California, we have it mastered. Like, we can have a burrito, you know, our iced tea, and text and do all that. Not that we text and drive, but we can multitask in the car. We're pros at it because it's just, you know, look outside and look at the freeway in the other states in the middle part of the country, they're not good at it.

So I would. So let me. Let me make a counter to your driver.

How'd you drag me into this, Chris?

Is insurance for women lower or higher than men?

Lower.

Why is that?

I don't know. Do you know why?

Because they're better driver.

I think we should ask Don.

They're safer driver. Don Rito. That's a good. That's a good point. We will ask. Don't. Because the next segment that we have for you here on the big drive of big segment we have on the big show. I'm so tired. I'm delusional.

You're getting delirious here.

We have for you here on Service Drive Revolution is your questions. And remember, when you ask questions, whether you send them to inforiscollinsinc.com you put them on YouTube, LinkedIn, wherever they come from, we will send you some swag if your question makes it on the air.

Swag.

We should set up email for service Drive Revolution.

We should. Absolutely.

Yeah, we'll get them on that.

We'll get the team on that.

Okay, Don, do we have any good questions this week?

Oh, as always, our listeners always submit the best questions, Chris. You ought to know that.

Don, I got a question for you first.

Yes, sir.

How do you keep your skin so polishly orange?

You know, actually, that's, that's a funny story. Back in grade school, they used to call me Don Cheado.

Don Cheeto.

The scars run very deep on that.

Like a hot Cheeto?

No, just, just a regular Cheeto on account of the.

He's probably glad they didn't have the Flamin Hot back then. It's just regular Cheeto paste.

You know what a lot of people here in California do, Don, is they, they smoke cannabis and then they crave Cheetos.

Yes. Well, I know about the first part, but I, I do not eat Cheetos out of munchies.

Yes, a lot of, a lot of younger kids are doing that.

Yes, but see, I, I, I've been in prison for too long and have too much of a grudge against Cheetos to, to do such childish things.

Drugs do you get in prison?

Oh, all kinds.

They make moonshine in prison?

Absolutely. I make it in my toilet.

I got some moonshine. I want you to taste and see if it's like, if it's like toilet moonshine.

I'm sure it's not. Toilet moonshine was the best quality.

You to get his parole officer approval first. Don't just.

Yeah, you're not supposed to be drinking.

We don't want.

My parole officer would never approve.

Hey, his attention, Don.

By the way, everybody, Don went to prison because he was selling stuff to customers they didn't need.

It's true.

Taking that can of oil.

But he learned his lesson. He's a new man. We're giving him a chance here on Service Drive Revolution.

He's doing.

What the heck. Okay, what's the first question?

The first question is from Mario. Hey, Chris, you mentioned the book Wooden. He has Several books. Which one would you recommend to start with for our group? Thanks, Mario.

Oh, that's a good question. So the best Wooden book in my opinion. I don't know if your opinion is different. Is the one that's called A Lifetime of Observations and Reflections on and off the Court. Wooden. It's just called Wooden. It's co written with Steve Jameson. But that's the one I give away and the one that, you know, I really. I've read it a couple times and it's amazing. You want me to read you a little excerpt, Tom?

Would we get into copyright trouble with that?

Maybe, but it's okay. You'll go to jail. I won't.

Yes.

I'm not actually.

That. That is. That is true, but yolo, I guess.

My favorite maxims. Happiness begins where selfishness ends. Earn the right to be proud and confident. The best way to improve the team is to improve ourself. Big things are accomplished only through the perfection of minor details. Discipline yourself and others won't need to. Ability may get you to the top, but it takes character to keep you there. I will get ready and then perhaps my chance will come. If I am through learning, I am through. If you don t have the time to do it right, when will you find the time to do it over? That's a good one.

That is a really good.

The smallest good deed is better than the best intention. That's awesome. That's Wooden's favorite maxim. There's pages and pages of it in the back.

Absolutely.

It is one of the most beautiful compensations of this life that no man can sincerely help another without helping himself. Ralph Waldo Emerson. Do not permit what you cannot do to interfere with what you can do. Be more concerned with your character than with your reputation. Character is what you really are. Reputation is merely what you are perceived to be.

They should put that next to the Hollywood sign.

No?

Come on, come on.

Good one. So there you go, Mario. Lifetime of observations and reflections on and off the court wouldn't. That's the. That's the book I would recommend.

Yeah.

What's the next question?

Next question.

Comes from Sean. My name is Sean awesome. And I'm new to the service manager business. I need help bad. The previous service manager really had a bad reputation and so does the dealership itself. I'm trying to build it up and have ordered your books. The problem I have is I'm over parts and service, but I'm stretched thin. I work six to seven days, 12 to 13 hours and if someone misses I feel the Roll. Most of the time I'm on the service lane myself. We write around 11 to 15 ros a day, 80% warranty, 20% cash. ELR around 88.7. That is a very specific number to.

Approximate, by the way. Don, you don't know this really, but that's an ELR from before you went to prison. Like 1984.

It's a low ELR.

Sounds like you're describing a dealership in San Bernardino, California.

I have four techs. One is a standout, the other three not so good. I'm in a small town and I will have to say it's welfare infested. Techs are hard to come by here. I love to build the reputation back up. I feel like I take two steps forward and nine steps back. Any help? Please.

You want me to handle this one?

Yeah.

Okay. Couple things.

Let's talk about crisis.

Well, it is, but it's easy to fix. I think a couple things, first and foremost, you got to look at the reputation. With your reputation, you build it with one client at a time. You have a client base. So just get everybody committed to delivering that five star experience every time now. And in 90 days you'll have a completely different reputation than what was in the past. The other thing too, I'm just going to go to coaching. Like, who is there to support you? Right. Like if you're really feeling that bad about the dealership that you work at, the past service manager, get some help. Get a coach to help you stay on track, stay on task. Get a priority list of strategies that need to be implemented and implement them. So absolutely. Coaching. And then that reputation I think is key. And then don't worry about welfare infestation. It's. It's rampant everywhere in the United States nowadays.

Yep. You need, you need a community. It's a lonely place sometimes to be the service manager. It can be very lonely. So you need some, you need to surround yourself with some better people.