#340 - That's Not My Squirrel

This is the Independent Dealer Podcast, Education by Dealers for Dealers. Now here are your hosts, Luke Godwin and Jeff Watson.

Hello and welcome to the Independent Dealer Podcast brought to you by Buckeye Dealership Consulting Convention. Fall convention season is coming up, Luke. We want to make sure everyone listening knows about some upcoming dates that they need to get in their calendar now and start making some plans to get on a plane and come hang out with us in real life. Irl, as the kids say, in real life, irl.

Yeah, Nil. That's how the college people get paid.

Yeah. Nil is the end of college sports.

College sports. Yeah.

It is getting really nasty out there. The first one we have coming up is Policy Week. So if you plan on being in D.C. for policy week and helping NIADA go up and storm the Capitol and knock some heads around, that's going to be September 23rd. You're going to want to go out there. It's a great time to meet with the leadership of niada, meet with the leadership of the country, go talk car politics and, and make sure they know how to steer these rules in the right direction. I'm not sure what the agenda is yet. I'm sure they're going to be out picketing the CFPB headquarters right there on Constitution and that'll be a really good time.

Yeah. And actually the week before that, just to give the guys at Mid Atlantic a shout out. Brandis, he, they have their big deal September 15th through the 17th in Atlantic City. We are not able to make that one. We just can't make it happen with dates and this, that and other. But I think that's going to be a good, a good show. He, he's put a lot of work into it to make sure folks up in that area get there.

Yeah. And we won't be at the Policy Week, but we will be at the same hotel from what I understand with our 20 group. So if you do go out to policy work, definitely hit us up. Let's, let's get together and do dinner nights.

We'll be there Wednesday, so come hang.

Out, have a little party. And then right after that we're turning around, heading to lease here pay here in sunny San Diego. Right, Luke?

Yeah, we're going to be there. And you know, the, those folks at least here pay here capital, they put on a great show and very knowledgeable people that attend that show. If you're lease here pay here and you're not going there, I'm not sure why you're at least here pay here. Honestly so, so go there business. Yeah, we're gonna, we're gonna be interviewing a dealer who's been in business a long time. It's gonna be a, a great deal there. So come see us and yeah, it's such a.

It's just a great event that Tim and his team put on. I mean just top, top notch all the way around. It's a great place, awesome time to be in San Diego. I mean the weather there in October is.

Oh yeah, great. Perfect.

Following that we're going to turn around and head out to dealer forum. So that's niada's fall show. The buy here pay here specific used to be NABD. That'll be in New Orleans this year, November 11th. So that'll be a really good time. They've been hopping this one all over the country but this time we're going to be a little more east coast.

Ish. Mid mid mid country.

Mid for me. Yeah, mid nothing. It's a friggin five hour flight. So we, but we'll be there hopefully. I think we're planning on being there. Yeah, we'll be there and hopefully presenting, doing some education at that one. And then may or may not be a used Car Week November 18th right after that. I did just see on their agenda they have a pickleball tournament the first day so we may have to make that one work.

Yeah, you know I've been playing a little pickleball, Jeff, maybe you and I could go dominate people. You're a lot better, you're a lot better than I am.

I. So let's use Car Week November 18th down in Scottsdale. So that'll be a, that'll be a good one as well guys. So. And a lot of other state conventions that we can't mention and can't make it to. I know Florida's got theirs and some.

I'll be, I'll be at Florida. Oh yeah. It's the Monday, Tuesday after lease here, pay here. So I'm kind of coming here, driving to Florida. So I'll be there Monday morning with a dealer panel. So come see us there.

Yeah, it great times to go out to these conventions to get best practices guys. That's what it's all about, the changing landscape. As you guys know, things eb and flow in our business from you know, laws, regulations, enforcement. We've got the car rule possibly coming down. We've got a lot of things that we just need to stay on top of and of course our businesses change right as we start to evolve and say hey, you know, what was working for me in the past is not working for me now. What is that solution? Right. This is the place to go out and talk to other dealers and find out what they're doing to tackle these changes or maybe to see things in a different light. Because as we say, we don't know what we don't know.

Yeah. You know, things do change, Jeff. But the one thing that doesn't change, that we're going to talk about here today. You know what that is? Yeah. Cars break after the, after we sell.

They break. They always break.

That's what I tell, I tell customers, like I said, I can promise you one thing. I can give, guarantee you one thing's gonna happen to your car, you know, within a year and they're like, what, what, it's gonna break down?

Yeah.

There's. There's no other way around it.

So it's really interesting to me that a lot of consumers don't think that that will happen or should happen. Right.

Yeah.

And, and let's. I want to talk about that larger philosophy because it is definitely something that I struggle with. Right. It happens setting up the expectation of it being a used car and these being small explosions that happen thousands of times a second that we try to control inside of a metal casing and then we try to harness that heat and energy into the right direction. Direction. At the same time we're trying to cool it down because we can't handle all that heat. And then we're trying to shoot this thing down a bumpy road at 80 miles an hour and keep us all inside of this little metal coffin that we've built and put on four wheels. Like it's really kind of a mind blowing situation. You've got water, you've got fuel, you've got air, you've got electricity. And all these systems have to work.

Yeah.

They all got to work at the exact same time in a hundred, in.

110 to 15 degree weather outside. Yeah, yeah.

Then you throw the extreme heats or the extreme cools into the situation. How do you do it? Luke, let's talk about the practical steps that you're taking at your dealership to help set that expectation. Because one thing I found and what you mentioned earlier is when we come in at the time of sale and we try to lower that expectation as far as we can, your car is going to break down, it's going to have problems. You need to put money aside, the brakes are going to go bad, the radiator is going to pop, your Car will blow up. It makes it a little bit easier after the sale.

Yeah. And hopefully everybody out there is using a we owe form. We o is a. Is a form that, you know, at the time of sale, you may, you know, to sell a car, customers may say, hey, I'll buy this car, but I want the radio knob fix, or I want the right rear window fixed because it's not working. And so you've got to train your sales people during sales meetings. It's not always about sales. It could be about things that go into the sales process. You got to explain to. To the consumer that, hey, you didn't put it on this. We o, we're not going to fix it. And that. That's a hard conversation to have. And it's a hard conversation to train into salespeople, because salespeople will promise the world, oh, yeah. If they get the car sold. And so the training has to begin with your sales staff, and they have to be confident enough in the product you're selling and confident enough in their salesability to transfer that to the consumer so they understand what we're responsible for and what we aren't responsible for.

Yep.

The number one. Go ahead, Jeff.

I was going to say it's a incredibly crucial document. It's the first one that we print out. It's the first one we go over at the time of closing. The biggest line that we have on our WEO or do bill, whatever you want to call it, the very biggest line says, please write down the name of the mechanic that you had inspect this car. The name of the mechanic that you had inspected. Because we require that every customer, when they're out on their test drive, that they take it and get it inspected by someone, whether it's their mechanic, their cousin, their uncle, their neighbor, whatever, someone has got to look this car over and give it a clean bill of health. Because I would rather know before the sale if there's a bunch of issues that I can address than have them come in after the sale. But what it also does, it transfers some of that liability mentally. Right. Some of that mental liability can be transferred over to that mechanic that inspected the car if something pops up after the sale.

You know, we used to have that where people did that all the time, and they. They. People don't do it. We don't require people don't do it typically anymore with us. So I think people trust that we do it right there again.

Yeah.

That. That we do it right. They still come back sometimes. And. And we've had this discussion with somebody, hey, you know, you came back three weeks later and you want. You. You took the jiffy lube and they said you need the transmission fluid flush. Right? You ready? Now, we're not doing that, but we make sure we tell the customer up front. Mr. Mr. Customer, do you understand that you're buying a used car? Right. It's used. Every part on that car is used except for what's been replaced new. Right. But more than likely everything's used because we had to drive it out of the shop. So as soon as we cranked it up, it's used now. Right. You do understand that. And that's a really big way to. It's a really good way to educate customers on what they're buying. The parts are worn. If it's got a hundred thousand miles, those. Some components have a hundred thousand miles on it. Right. If it's 15 years old, some of those components are 15 years old. You have to understand that your salespeople have to be comfortable in what they're selling to teach the customer that you're still going to get pushback. But if you do this right and if you train right up front, it takes a lot of the heat off the back end.

Yeah, it definitely helps to set that expectation on our wheel. We do have a couple of lines on the wheel where salesmen are allowed to put one or two items. They have a max of $200, and that's what they tell the customer. Hey, Mr. Customer, I know you've got three things on this list that drive you nuts. I'm allowed to do 200 worth. Which one's most important to you? Do you want me to fix the crack in the rear tail light, or do you want me to fix the hole in the headliner? Right. Like, which one is most important? Oh, well, I can live with the scratch on the bumper. No big deal. But if you get that stereo fixed, great. I can pitch it in up to $200. Or, hey, this might be a bigger deal. I can't put this on the wheel. Let's get it fixed. Now, because you say that there's a shake in the front end, that could be a 10 cent wheel weight and it could be a $2,000 axle. So let's figure out what that is before we put it on the wheel and roll you down the road. Right. So when you find those things up front, it's so much easier. And salesmen just, they literally just want to throw a temp tag on it and get it out of here as quick as possible. Because guess what? Wholesale, it's not their problem right now. It becomes your manager's problem or your shop manager's problem or someone else's problem.

Yeah, but you know, it's in. It tends to always run through the, the salesperson that sold them the car first. So if, if, if that happens, that happens a good bit at our store. We make sure that they accept some responsibility. One of the ways we do it is this. A customer should go out and inspect the car before they sign the wheel. Because you know what you don't want is the customer to buy it, say that we don't owe them anything, and then two days later goes, well, there was a scratch on the door. Well, you go out there and you educate the customer. All right, Mr. Customer, I want you to walk around the car and make sure there's nothing that you need fixed on this car before we sell it to you. Right. And they'll look around now. Everything's good. Okay. Everything's great. So cosmetically that's good. We even encourage our sales staff to set the Bluetooth, the radio with the person's phone, Bluetooth wise, and makes. Make a phone call, put on their favorite song, turn it up. Speakers sound good? Yeah, they sound great. All right, we're done. That way the consumer understands that, hey, you come back three days from now and say, a speaker's bone. What we're going to tell you is you remember when we sat in the car and hooked your phone up and how everything sounded great? It sounded great. Then you blew your speakers and we. And we leave it at that, you know, so there. It takes a little bit more time at the time of sale if you do it right. But, man, it helps on the back end if you, if you do it right.

Yeah. I think that's one thing to talk about is that investment upfront. Really? Really. And just doing it right up front is going to solve some of the back end stuff. Now let's, let's transition to that. Let's say you do have a post sale complaint. Luke.

Yeah. What.

What are the chances that issue was not there at the time of sale and popped up a day or two later and all of a sudden it was your fault.

So, so that's funny. I have a, a list on my, my whiteboard right now, and it says normal concerns customers have. And the normal ones we see brake noise being number one, suspension noise being number two, and number three being radio and speakers. Right. Or key fobs or TP mess sensors or whatever those type things. And so we have to know how to deal with those. So typically when that happens, customers come in, we go for a ride with the customer, let's see what it's doing. Because you're right, a lot of times they were there before and you have to explain that to the customer. You're buying a hundred and twenty zero zero zero mile car. This is normal 420000 mile car. But there again, sometimes things do break between the time they buy it and a week later. We see it happen every day and in those cases we fix it. Yes, that's the right thing to do in my opinion. Yeah.

So it's a good time to plug our guys at Buckeye. We do a three month, 3,000 mile powertrain warranty on everything we sell. That's just included. Right. Engine, transmission, we've got a $250 deductible. And it's, it's gives you that small. I know that's the minimum that anyone does these days and I'm still kind of at the minimum. But, but hey, Mr. Customer, we can see the belts, the brakes, the radiators. What we can't see is inside the engine. That thing's going to grenade tomorrow or in 10 years. So we try to give you a little warranty and peace of mind against that. So we do the warranty to try to cover the major catastrophic things. Right. What's yours Luke?

We give a twelve month, twelve thousand miles with a hundred dollar deductible and it covers everything. It's pretty much bumper to bumper. Wow.

Like stereo window regulators.

Not, not, not stereo, but window regulators.

Yeah. Wow.

Wow.

That's great. And that's for 12 months.

12 months, 12, 000 miles. And we've been doing it, we've been doing it for a long time. And reinsurance is a partner with us. Right. Because it helps with these type of situations. Because a lot of times you can, I mean you can get two weeks later a warranty claim. That happens. And so we've got to make sure that if the customer comes in and say hey, my transmission slipping? Well guess what Mr. Customer, you got it covered. We, we covered it for you. So using Buckeye and using reinsurance to, to mitigate those issues that are going to happen to use cars you build, you, you build a reputation with your customers that hey, actually they're giving you that warranty and they're fixing the product. They're doing what they tell you. And so that really using reinsurance goes a long way to help and mitigate these Problems when they happen.

Yeah. What about the situation? I mean, that 12 month bumper to bumperish type warranty, that sounds like complete brain damage, but you do it. How do you keep it from being abused? How do you. When someone comes in here and says, oh, you know, my window regulator is not working, and it's like, yeah, well, yeah, that's because your freaking 12 year old tried to crawl out of it, you know, climbed up over the window. Or you lent the car to your cousin who was drunk and he smashed into a curb and that's why your, your wheel bearings out. Like, how do you, how do you handle those situations?

You'd be amazed what $100 deductible keeps out of your shop. So the way we do it, when a customer calls with a complaint or they go to our website to start our, our appointment, they'll put in. Whether they think it's a warranty claim, we'll follow up. But we send them a Pre authorization of $100. They have to authorize $100 for we'll work on it or we'll touch it. And they, they understand it has to be paid before they pick it up. So that slows some of that stuff down, especially with suspension parts. Because a lot of times, yeah, there's a suspension noise or something that, that's maybe $100 to fix. $150. You see a lot of our warranty claims come through. There are 50 bucks because it was a 150 problem. Right. So when the customer has to participate in the repair, they have a, they have a better idea of, do I, is this really a problem or is this a problem I caught. Do we get people that wreck their car and come in and their radiators spewing water everywhere and they're like, are coolant. They say, man, this should be covered in a warranty. No, it actually is not covered in a warranty. Because you ran into someone. I didn't run into somebody. Did you loan your car to my. Yes, they ran into somebody. Yeah. And this is a, this is an insurance thing. And so you have to be very confident in your service department and, and how you inspect the cars when they come in to know whether was this a problem beforehand or was this a problem later on? Because a lot of times it's later on.

You told us a story last week or the week before about a customer who had an issue. And when you got it inspected it, you found that a squirrel had gotten up in there and started eating through stuff.

Yeah, we've had this happen Multiple times. And actually, the car is sitting 10ft from me right this second.

And crazy squirrels out there, man.

Well, yeah. You know, there's a lot of squirrels in these pine trees in South Carolina and these. These oak trees. But what. A customer had a car towed in because it wouldn't start. We opened the hood, and there's freaking. There's a nest of squirrels living under there. And. And one of them had chewed through a wire, shorted something out. It shorted out the pcm. And so, you know, it's one of those things. Customer. We're doing our best to fix it for the customer, but that's the way it goes, and. That's. Right. It's not our squirrel. That's what we told her.

And.

I've got another car sitting out there, Jeff. That. This is how you have to really pay attention to what goes on. And a lot of times we pull a carfax when a car comes in for service to see what's going on with it. Right. And we have a car sitting out there. The. The car was wrecked. It's an infinity wrecked on the left front. After we sold to the customer, their insurance company fixed the car. Probably two weeks after the car was fixed, one of the parts of the insurance company put on the car broke, and when it did, it took out a whole wiring harness, which is a $7,000 repair. Wow. They bring it to us when our warranty cover. No, no, no, no, no, no. This is not on us. This is on your insurance company. And so you got to make sure that you're, you know, using all the resources available to make sure you're paying for what actually is your fault and not what is happens because of customers, you know, problems.

Yeah. So let's dig into that deeper, because that's the issue. And the real rub is, say you have an issue, and you find out that, hey, this is either user error or just dumb luck, but this is not covered under my warranty. It doesn't fall in line because of the component or because of the issue that went down. What do you do in that situation where it doesn't. It's not cut and dry. It's not black and white. It's this weird gray area where the customer's like, well, I couldn't. I don't know how the squirrel got in there. Like, I. I didn't. I can't control it. But what it did is it caused a big problem that I can't fix.

So what you ask yourself, you know, if you're buying here Pay here, dealer, you ask yourself, do I want a repo or do I want to fix a person's car? You know? Right.

So typically, what helps you make that decision?

How well the customer's paid. And so if the customer is being real to us, they've paid well, and, and they're very sincere, they go, oh my gosh, I can't believe that happened. Can you help? Yeah, of course we'll help that customer. We'll finance it as a side note over a couple of months, you know, but sometimes it's dumb luck. Right. And, and, and we, you know, we have that gray area. It's really not in our warranty. Our warranty is a very specific. If it's not mentioned, it's not covered. Right. But you can still massage it a little bit. And so if it's just happens, either we'll fix it or we'll let the warranty company fix it. When you own the warranty company, when you own your reinsurance company, you can make those calls. Yeah, but the, the worst thing to do is. And if you're a retail dealer, if you don't fix it, oh my gosh, they go and they repo to one of your best banks or they leave you a bad review, sometimes they leave you a bad review and you fix the car too, which is the double whammy, which really hurts. But that's a whole other issue. But you know, if you, if you treat customers right, you're. You're going to make so much money. It does, it doesn't. The long and short of if you can afford to treat your customers right, you shouldn't be in business if you can't afford to treat your customers right. But if you can treat your customers right, the social capital that you earn from that will continue to build your business.

Yeah, that's interesting. So when you do that, do you get. Well, there's two areas I want to touch on there. So if you do something that is outside your warranty or if someone's going to do a goodwill type repair, we need to make sure we're getting a goodwill repair form signed. Right. Because that could be an implied warranty if we start to warranty something that's not written in our warranty. Right.

You should do that. Jeff? Yeah, I don't. So I, yeah, I just, I just fix it.

Slight legal, not legal advice, but a warning. Talk to your attorney about that. If you are fixing things that are not in your, spelled out in your warranty. And in fact, anytime you fix something for a Customer, you should be having them sign a release when they take the car. The. Especially if it's a goodwill part that this is not. Just because we did it this time doesn't mean we're warrantying it every time or everything because we did one thing. And, and you've got to be careful because I do think that there are attorneys and ags that will come after you for those types of things.

Which is. Which is such garbage, right? Oh, I mean, it's such garbage. But anyway, you know, it's. Yeah, that's what you should do.

And yeah, same thing with the bad review. If you have a bad review on Google, obviously, guys, we're addressing every single one of those because it's the bad reviews and the complaints to Better Business Bureau that escalate into complaints to the FTC and the CFPB that end up knocking at your door. Right. So, sure, you've got to log them, you've got to address them. And then when you have a situation and you resolved it, do you have the customer. We have a mutual release form that we like to get the customer to sign that basically says, hey, you know, we had a bad situation on this car. We either remedied the situation by fixing it, or we took the car back and we, we erased your loan or we unwound the deal, basically. You're not going to talk trash on us. We're not going to talk trash on you. We're not not going to pursue you for any future damages. You're not going to pursue us for any future damages or past damages. Do you do any kind of mutual release?

I have before in the past when it was, when it was something that was egregious on my part. Yeah. Like, you know, one of the times I remember doing this, we sold a car that we didn't know was salvage. We just didn't know. And, and it might have been before Carfax or whatever. And the customer, I mean, years later is like, they owed. I mean, years later, it was like.

Hey, they finally pay it off and get the title. And they're like, what the crap?

Well, they, it was before they got the title, they still owed about $4,000 in the car. And so I handed them the title. So don't worry about that $4,000. Here's the title, it's paid for. And, and they signed a release. And who knows, man? Things like that happen. And when things get bad, like real bad like that, you should, you should get it release. I, man, I've had some doozies where customers just made me mad. This was back before I was as chill as I am now. I, I would just say, just bring it back, I'll buy it back. And unfortunately, when you say that to a customer without a. A stipulation of when they can bring it back, it. I had one that. I told them that and they didn't do it. The next day, about four months later, they, they came back and said, hey, you said you'd buy the car back. I said, I, I said that 10,000 miles ago.

Yeah.

And they had an attorney, man, they. Anyway, I got out of that one by buying the car back. Right.

But definitely in the details sometimes. Right. And a lot of times, guys, we, we get into these arguments and we have these hypotheticals post to us on like the Facebook posts and the groups, and every single time the experienced dealer will say, bite your tongue, put your tail between your legs, Buy the car back. Pay up, settle. I know you're right. I know you did everything by the book. I know you were completely on board and they signed every document under the sun. But just be done with it, guys. It's not worth the brain damage, the headache, the exposure, the nonsense.

It's, you know, arbitration, arbitration, documents, agreements are great. Never let it get to arbitration. Yeah. Some of these things beforehand, it really, it's not, it's going to cost you way less money. Right. And so I would, I would recommend everybody just to treat customers how you want to be treated when you are buying something. And if you do that, all this should watch out. In the end, sometimes customers are going to make you so mad you want to fire a customer. I've had customers I wanted to fire, you know, four cars ago. And if I had fired them four cars ago, I would have missed out on selling them four cars. Right. Yeah. So. So just be, just be aware of that.

I do think there's an 8020 rule in buy here, pay here specifically that, you know, 20% of our customers cause 80% of our headaches. And I would like to identify those.

Ones up front is truly less than that.

And 1090.

I, I think it's more like 4 96.

I.

And I told, I told one of our. We. We just had, we had one of those days, you know, a few weeks ago, where, where every customer that talked to you was complaining and yelling and all that. And I said, man, you need to look at this. If we're collecting 900 accounts a month and, and on average, you got two people that are mad with you, maybe three, you're doing a pretty daggum good job. And. And those three people create a problem. We understand that. But look at it in, in relative terms. You're selling 40 or 50 cars a month and you've got one or two that are three that are being aggravated at any one time. And it's usually not. Yeah, all the time. You're doing a good job.

Yeah. But it can feel like the world. Right?

That's right. Feel.

That's the most. That's obviously the most frustrating part. And before we go, obviously we need to talk about our friends at blitzpay and their payment forms. And the payment ability is so easy when you try to collect those deductibles. Are you doing it through blitzpay? Are you sending them a blitzpay, you know, invoice or request that they pay through that, or do you do it some other way?

We do it a different way, but that's a great idea, actually. And the only reason we do it a different way because our service department is not on blitzpay there on.

On another function on their own credit card system.

Yeah, but if we had them on blitzpay, that's exactly how we do it. Because it's so easy to do. And a shout out to blitzpay when you talk about, about customer service and the issues you can have with our customers. We repossessed a car from this guy who only made one payment and he tried to go back and undo all. Undo the one payment he made us and the down payment. Hmm. Let's pay Fault horse. Jeff. It took us 45 days to get it done. But because Blitzpay and the way they handle it, they were able to get that money back for us. I've never won one of those credit card disputes now, but with, with blitzpay, I've won one. And it was a big. It was a big one. And I was.

Congratulations.

Yeah, I was going to be mad.

That is a really big deal. And as I deal with these other vendors, I'm currently dealing with a phone vendor that will remain unnamed because they have been the big. This frustration and just throwing in my side and how difficult it is to get things done, it gives me two premonitions. A, I don't want to deal with vendors that are.comsaas, startup hyper growth companies because they got so many freaking layers of nonsense to justify their valuations that they're impossible to deal with. So that is a frustration right there. But also, I don't want to be that company. You know, I don't want to be the company where a customer calls in and has a complaint and they have to step through three different managers and a salesman and a shop manager and a service manager and then go back to the manager to try to get an answer to their problems. Right. That is very, very frustrating to not be able to get to. So in our dealership, we have one guy. Every customer service complaint goes through. He has the ability to make the decision. What's one of our core values is rectify. And so the R in our name for F O U R, the R stands for rectify. And that just means that we try to empower the employees to make the right decision for the customers no matter what it is. The only thing I say is the only wrong decision is no decision. So if you just try to put these customers out because you're afraid to pull the trigger, or you don't know if you should replace the engine or you don't know if it's under warranty or not under warranty, or you don't know if this. Just do it. Get the car towed, get the engine ordered, get it put in, do what you got to do to make it right for the customer and then we'll figure everything else out later. Right.

So I agree. That's great.

Be a company where you're not frustrated to interact with your own company. That's crucial.

That's super interesting. If I was, if I was slightly bigger and hopefully we'll get there one day, I'll have somebody that the only thing they do is handle inbound hot customers. Right. Because having that person being able to rectify and communicate properly will take most of your issues and and eliminate them. Customers get rowdy because they aren't being.

Heard, typically aren't being heard and they're not being communicated with.

Yeah.

If you have someone that can take the time to sit down with them and chit chat and talk it through the problem, they just want to be heard. And when you're the one trying to do it or when your shop manager or parts manager or mechanic is the one trying to do it, they don't got time for that. They're just trying to move on to the next thing and trying to get out the door. So make sure you've got one person who has the time and patience to really help customers through these issues. That's going to pay dividends. Yep.

Sure will. Cool.

Luke.

See you, brother.

Talk to you next week.

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