Mike Minutes Mastermind 05/10/22

Good morning, Augusta Nation. Hope you're doing super well. Sorry for being a few minutes late here. Just had several calls this morning. Running a bit behind. All right, let's go ahead and jump in. I had a couple things I wanted to show you first. And then I did see there were some questions that came in. I wanted to show. Real quick, share my screen.

Okay, so this is Zooper. It's just my test account. But what I wanted to show you is one of the biggest issues we have with Command center right now.

Has to do with tickets, calendar events not becoming dispatched. And I want to show you, explain why that is, and then show you what we're doing in Zooper to resolve this. So the reason that.

The reason that right now this is something that, like the biggest mistakes we make at Command center right now is the fact that.

Someone calls in, there's something that is time sensitive, and they make an office note, they make a ticket, but they don't make a calendar event and they don't dispatch it or they don't dispatch it, something like that. Something breaks in that chain. And the reason for that is twofold. One, there's too many steps. They literally have to create a ticket, create a calendar event, then go into your dispatch board and dispatch it to you. Then you've got an email that says, hey, there's a ticket on your dispatch board. You have to open up the app, you have to read the notes, and then make a decision or act on it. At any given point in that chain of reaction, there can be some sort of issue. For example, your app doesn't load and you don't get the ticket. Command center could. This is the big. The second big, big thing is they might think that it's not a task that you need to be worried about or that you do not need to be bothered over. And the reason for that is because with certain service autopilot, it is a bother to get that many tickets. If you get tickets for every single thing in a day, it'd be super bothersome because you'd have like, half your dispatch would be a bunch of random tickets, and you'd be getting a bunch of emails inside. Zooper. I'm going to show you what it looks like because what happens is you're going to get an email. It's going to have all of those notes, and it's not going to clutter up your dispatch board inside of the email. It'll have the call notes. And so that will prevent you from having to see an email going into your your app or going into your dispatch board, refreshing it, et cetera. And it'll also prevent Command center from always being in this like very subjective area for every single rep to make decisions as to whether or not you need to be alerted. And there's just a lot of subjectivity that we're trying to kind of create a system around right now in terms of like time. For example, if someone cancels an estimate and it's in three days from now, you probably don't care. It's like, just take it off my schedule. I don't need to be notified about that. But if they cancel and it's tomorrow, you probably want to know about it. That's the kind of juxtaposition we're in right now and that we're trying to create. System for service autopilot. I'm going to show you really quickly how we're fixing this issue with super how this is. Again, 95% of this issue comes from service auto part users because of that long chain of process. Whereas inside of Zooper, if you hop into here, how it looks is under call notes, what someone's going to be doing is as they are taking a call. We could say client is unhappy. We just got a notification. Okay, client is unhappy.

Backyard gate left undone once call from team. Whatever, just whatever it is, okay? And then as soon as I click post note, which I'm not going to do, it's going to send an email with these notes inside of it. And I can actually emphasize things like bold, I can highlight things, I can do all sorts of cool stuff. I can leave a checklist for you, so I can even attach files. So pictures, if the client is sending pictures or whatever it is, I can post this and it would immediately go as an email to you. You would get that, open it up, see all the information and it wouldn't clutter up your dispatch board. You wouldn't get all these tons of things, calendar events inside of the dispatch board. So that's kind of the reasoning. And it's not to say that that is an excuse. It's just a matter of right now we're leaving two massive errors. One, a whole bunch of chain of things have to be done to create something on your dispatch board and service autopilot. Then furthermore, it's to the subjectivity of someone on the call, someone at command center determining whether or not this is something that needs to bother you versus just having an email that literally you could just quickly click through and see all of your call notes for the day. So hope that made sense. Let me go ahead and.

Cool.

I think that's all I had for today. Oh, the other thing inside Service Autopilot is scheduling time off if, if anyone inside Zooper has not.

Has not seen the new video. This is a feature that released last week and that is you can schedule when you don't and estimates to be put on the calendar and then literally Command center cannot book a call there. They'll get a prompt, they'll be like, hey, just FYI, this is a during a time that you don't want to be putting estimates on for this person that will again reduce the fact that you don't have to put on the dispatch board, you don't have to put in your wiki. And then you don't have to worry about things like okay, drive bys are put in Saturdays like drive bys are just can always be moved. So it's not a big deal. But now you can literally put inside super time off and basically anytime you don't want estimates being scheduled and it will automatically tell commands and like prompt like hey, you're putting this on a time when the estimator does not want to be scheduled. So again, alleviating the issue of making sure your wiki is matched up with your dispatch board and making sure those notes are clear and with windows of time and all that sort of thing, it'll just be like, hey, you can just go in there and put your time offs and then it'll prevent that from happening. So it's slowly getting better like we did last week with the service area. Making that a system in terms of making sure it's inside Google Maps, it tells them exactly what territory to put that on. That was a benefit. But these sort of things are important and some of them I'm just not going to try to create another workaround with Service Autopilot. I'm just sort of done trying to figure out some of this stuff. Like for example, there's just in my mind no reason why the automation that goes to you with the email can't take the notes that we literally put inside the ticket. And so instead of trying to figure out there's some software we could probably figure that sort of thing out with, but I just don't want to create. We've just been creating workarounds for years with Service Autopilot. I want to actually focus on our problems, fix them and make it simple. Instead of having to train people at Command center for weeks on the just the chain of how things work with Calendar events and then tickets, and you got to go in and dispatch it. Like there's just so many room, so much room for error versus what I just showed you there, which is call notes, click send, done. And then you're getting an email with all that info. So hope that made sense. Let me go ahead and open up the questions. There were several I saw come in.

Where did I put it? Where did I put it?

Where did I put my. Sorry, guys, give me one second. Oh, there it is. Okay, cool. No, I don't want to add that one. Sorry. Give me a second. Close this screen. Open this other screen. Boom. All right, five questions. I think that came in. Oh, four. Okay, first one, coming from South Haven. When are you buying into crashing red light sale market? We are having. Oh, man. Yeah, the stock market's crashed, so I was very, very, very fortunate to have sold out half of my portfolio in October.

You go back my second channel, you can kind of see my reasoning for that. And so that really saved me a lot. I would have been thrashed if I would have sold out as much as I did back then. Obviously everyone's been hurt. They ever. Everything the stock market was at, besides fuel and healthcare has been gone down a lot, but I'm not buying a whole lot. To be perfectly honest, I never sold the gym. Their financing didn't really go through and they're still working for me kind of more of as a GM basis, which is great because I don't have to pay taxes on anything. So it actually worked out really, really well for me. For them. I know they're disappointed, but I didn't really get a big cash infusion. I'm not spending a ton on the market.

I am in it though. Please add to the PPP software development wish list. Yeah, so in terms of software development P4P stuff.

These are good. These are good ones. Number one, if app could link to the face ID recognition to log into the app. A couple apps I think of this, of that can do this. QuickBooks, Costco's. I'm sure that the time invested in making this improvement will cut way back on all our guys and other users that have issues when logging into the app. Oh, I assume you face ID recognition. Ah.

Let me make a note here. Give me one second. I have call with the developers later.

Face ID Number two, add a button to see the password you're typing on the app and desktop versions would help minimize failed attempts. Password.

How would you call? Password reveal. Reveal.

To correct.

Typing. Cool. All right, noted. Thank you, sir.

Sort of like Zooper. We kind of have do have a pretty clear path of software features we're trying to implement. But you all are the ones I'll be asking for. What features you want? Plantation. When I started my business I listed my mom as a manager so she can help me with the financial part of things. Do you think Stripe would allow her to set up in her name or does it have to be in mind.

In terms of setting up an account?

If she has all your information, she could just pretend like she's you and sign up the account. Honestly, I would assume they're probably going to want someone that is on the ein if you're setting up your Stripe account. But I know that there's probably a way, kind of like QuickBooks to give user access. So if she create an account, you give her access to yours. Not sure if that's what you're talking about or if you're talking about actually setting up your account. The actual setup process. If she just has your financial information and business info, she could probably set it up. Is there a way we can have Zooper keep a record of the emails being sent to customers? As of right now, there's no paper trail or history of emails being sent through the software. Great point. And we actually are launching this very shortly. It is on our thing so it's already being done. It's just not easy way to get there or we're going to have it in the future. Where kind of like estimates and invoices. In the top right hand corner there's a little. There'll be a little blue lightning icon. You'll click on that and see all communication, some of the timeline that is currently inside service autopilot just in a little bit more user friendly manner. But that is coming. It is on the way probably with the next couple of weeks. This morning I was on the call with the software developers. I'm just trying to think back.

It's either May 15th release or June 1st release that this is coming out in. So yeah, we 100% agree here. It's actually there. You can actually find it. But it's a weird way to get to it. So we're trying to make a quick access button on the blue. Well not. We are super is doing it for us. Bless their heart. Is super going to add. Well, lots of super question this morning. Is super going to add a map feature that puts our jobs on a map for the day or week which would allow us to route our jobs? Yes, this is in stage four of development. Which is going to be happening later this fall. And this is going to be important for larger locations. And this is a big lift for them. And if they do this for us, like they're going to. But like the fact that they're letting us change their software as much as they are right now is pretty phenomenal, and I'm thankful for that. But yes, this is in our stage four, which is going to be happening more towards the fall. And this is required when you start having multiple routes, multiple crews, lots of trucks going around, and this is something that we will be doing. This is the thing I actually love the most about Service Auto Part. I love their dispatch board and I love parts of their automation process. And so we're trying to mimic as much as we can those strengths because they are very, very strong, in my opinion. And so the map feature thing, it's currently inside of Zooper, but it's not great for multiple, like managing multiple crews at the same time. And. And so we're going to try to. We're trying to make it more of a list view, similar to service autopilot, instead of just a resource view where you drag and drop jobs in, which is currently how Zooper is. Which is really simple and great. But we need to have the functionality when you have hundreds of jobs in a day to do things faster than it currently is. So. All right, that was the questions. Those good questions today I was referring to fully in her name and not mine. I wouldn't recommend doing that, honestly. I would recommend putting it in the businesses. Like put Stripe. Make a company account. Like make a business account that's open up with your ein, not inside of a personal Stripe account. I would highly recommend that, because you can then make separate users if you'd like. But I would definitely be trying to put it in the business's name. They're still going to ask for a signer and you could probably put her or you. That probably doesn't matter. But make sure that the Stripe account is in the business's name. So, yeah, lots of reasons why. Okay, cool. I got that question. So perfect. That's all the questions for today. I hope that was helpful with that first part about showing at least what we're doing in Zooper to make that so much easier. There's just a lot of things that we're going to be able to make a lot better. And so I hope that was helpful. Is there a way Zooper can keep a record of emails? I just answered this. Okay, cool. So, yeah, there's things like estimates being scheduled outside of certain time windows. And for example, what I don't like right now, if you want to change like something on your calendar in service autopilot, you got to literally go in there, create a job and everything, make sure it's dispatched so that way. Or like change on your dispatch board, your the ticket that says when you're available and all the rest of it. Now you can just like in Zooper, you'll be able to put time off and it'll immediately stop them from being able to book an estimate during those time windows. So things like that we have control over. And I'm just, I'm so fed up with trying to work around the service autopilot. When we leave, I'll show how many workarounds we actually create for Command center to work. Well, it's a pain in the butt. And so right now we're trying to make it work as good as we possibly can. But I'm really, really focused on making Zebra something that is where we have the functionality. We don't do workarounds. I hate workarounds. I'm done with workarounds. I'm done with trying to make sure that credit cards make sure they process correctly and then going and checking them and clearing. Like, I'm just done with all that stuff. And so as much as I know it's going to be a lot of hassle switching over in January for a lot of the locations, I also realized that, like, long term, we cannot just, we cannot build great software on workarounds. We have to be able to have control of that software. And that's what we're working on with Zoo for this entire year. We have calls every couple times a week with their developers. We're in contact with them every single day to try to make these features better for all of us. So awesome. Thanks so much, everyone. Have a great rest of your day.