Women Are Impacting Auto Repair! | Coralee Zueff - Episode 8

0:00It's so rare that everything is working perfectly in the shop. There's always something going on. Oh my God. Wrench, monkey wrench, monkey wrench. You're like, oh look, my ARO is up. Yeah, but you know, the tire machine just broke. Gotcha, monkey. It's always something. Welcome to Downshift with my sis Taneka Haynes. We all know as shop owners, sometimes you gotta slow down in order to speed up.

0:25And that's what this podcast is all about. It's time to downshift. I've had the fraidiest Friday I've ever Fridayed, which is a good Friday. I've had a good Friday. I got up and washed my hair and did it and put on makeup and clothes and just sat around the house. Yes, I ain't going nowhere. This is about me today. But I'm like, I was just telling Coralee that I'm freezing because that's what I do now.

0:57I'm always cold. So you're not in Canada. What's the temperature there right now? Well, it's been crazy. We've had like temperatures in like less than 20 for like the last 2 weeks, and that's not normal for us. So now it's 50 degrees outside. Now it's normal, it gets up to like 60, and that's North Carolina weather because our snow— we had snow and ice 2 weeks in a row, 2 weekends in a row, and it stuck around.

1:22So there's still piles of snow, and I'm not used to that. I know you're used to it. Our snow is not here, it's lost. So it's lost. Y'all, it was down here. Yeah, come get it, come get your snow, ma'am. We can barely open up our snow, like our hills for skiing and snowboarding here because we don't have snow. Well, I know where it's at and you can come get it.

1:44Sounds good. Because that is cold. I don't even have a coat for that kind of weather. Like, I have coats because they're cute, but not like a coat to keep me warm. So it's just like, run to the car, run to the building, we're about to die, we're going to freeze to death. Anyway, so do introductions for the people that have no idea who you are because they're currently living under pebbles somewhere.

2:05You have to tell the world. Yeah, not on the socials. They're not following the Buckaroo Bob. Tell everybody who you are and what you do. Oh, are we starting right now then? Yeah, girl, I've already started. Oh, okay. This is very unprofessional. Oh, I see. I thought we were just doing our warm-up chat talking about being cold and warm, and then— no, this is going to be the whole thing the whole time.

2:26We're just gonna be talking. Ready, go. Ah, my name is Coralie Zoueff, for any of you who don't know me. If you see me on social media, I might be going by Coralie Hubernade because that's my married name, but I go by my maiden name professionally, and, and I like it better. Less letters. I get to confuse everybody with the Z versus the Z when I spell it.

2:51I didn't know how to pronounce it, so I'm glad you said that because I'm still going to just call you Coralie. It sounds good. Doesn't have to be a Mizuef. No, I'm good with that. Okay, good. All right. Yeah. And let's see, I've been in the automotive industry for, let's see here, like 24 years now. It's funny, I see people on there who've said they've been in for 10 years.

3:14I'm like, oh, that's so cute. I remember that. It's like your baby. Yeah. Then I have to count the years, count, you know, candles on the birthday cake, I guess. So what did you start off as? Like, I've seen you like around race cars and stuff like that. Like, what— you've been doing everything, like everything. Yeah, I think I pretty much did everything.

3:35So I— so if we're going way back when, like, how I got started in the automotive industry, I think like, like some of us, is by accident, right? So I had no idea what I wanted to do when I was in high school. I was thinking about going into law because I like to talk and argue my point, and I was okay with paperwork.

3:55So, I was thinking about that. But I was a car enthusiast. I was the kid who really liked Dodges in high school. So, I had the hat and the bandana and, you know, took Polaroid pictures of the cool ones in town. And I saw a poster on the door at school, and it was for the Automotive Technician Foundations Program. And here in Canada, that is, you your first step to becoming a Red Seal technician.

4:18So something clicked. I was like, I should take that. And even if I don't wind up being a technician, I'm still gonna learn a ton of stuff. Okay, cool. So that you kind of mimic just a little bit, if I'm wrong, Ash, Ash's story. Like, she started young in the automotive industry. And Ash, for the people that still live under a rock and act like they don't know who you are, you can tell a little bit your story because I think you guys mirror each other a little bit.

4:45Yeah, there's definitely some similarities. When you mentioned you hear people that are in the industry for like 10 years and you're like, "Oh, that's cute." I had to think for a second and I was like, I mean, I guess I've been legally collecting a paycheck for 12 years, but I've been in it for 27 years. So I don't know how to answer that.

5:06I grew up in it, so it's all I've ever known was construction and cars. And similar to you, because I grew up in it, I was working on cars a lot as a kid and I was heavily involved in racing and stuff. And my dad was a technician for some time. So I spent a lot of my formative years in shops and hanging around mechanics.

5:28And so I thought I was not going to follow, you know, and like do automotive. And so I tried college, I'm 3 to 4 years out officially like 4-time college dropout. Um, thought I was gonna go like the career route outside of the industry, but yeah, no, I just kept getting sucked back in. And then I did go through school. I've been to tech school twice, so I love it.

5:51But yeah, very, very similar. Yeah, well, I wouldn't go with dropout. I'd go with, you know, you decided it was something that wasn't for you and didn't invest any more time in it. I always thought it's so funny The reactions though, when I say like college dropout, sometimes people are like, oh wow. I'm like, well, I just— when I realized this wasn't for me anymore, why continue wasting money on it when I could go grind and make money?

6:16We already know what to do. We've been to the trainings, paid for the coaching, learned the right way to inspect cars, build estimates, and talk to our customers. That's not the problem. The problem is consistency, because some days it only works when the right person is working. And when they're not, it's a whole different shop. So now you're stuck in that cycle.

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7:00Now, that's not just based on memory or mood. That's how a shop runs. And let me tell you, I've been using it for over a year now. My ARO is up 63%. That's not new knowledge. That's just consistency. If you're tired of your shop depending on who showed up today, go check out Detect Auto. Book a demo. So, and I'm very ADHD, so like I'm very interested in something and I learn enough about it and then I'm like, okay, I'm done.

7:25On to the next thing. Yeah, very much. So like we were in, what was it? AWIA, Amazing Women in Automotive, on that little group chat that we do once a week. I don't know if it's every other week. I can't keep up with anything. But Coralee, you had the greatest idea of another book because you already have two. Is it two books or three?

7:47Uh, it's two. I guess it's one and a half, and then the second one comes out in March. So, right, we're getting to two, but now already I'm going, okay, what can we do for the next one? Well, that was a great idea. Like, I think we're gonna share stories. Well, what about we? Like, cause I'm gonna take over, right? So she— well, go ahead, explain, explain it.

8:06What do you think? So it— this has been something that's been on the back burner for quite some time, and that's getting together people's stories. I was thinking at first from like various trades for, you know, put somebody who's involved in carpentry and painting and plumbing and electrical and automotive all together in one story, and that would be a a great resource for high school students thinking about going into trades.

8:30And then I was teaching the Service Advisor Foundations program last Saturday in California, and there was some females who stuck around after the class because they wanted to talk about all the different paths that you could take in automotive and what's available to them. And I was like, there's so many great stories already that I know of in automotive. We should just put together that as a book for resources for people who are in automotive and who want to get into automotive.

9:00And I think it would be awesome to— because we all have different stories, right? Like, um, you guys both mentioned being raised in automotive, and some of us wind up here by accident and, you know, trying out different things, or do we stick with it and not go anywhere else? So I feel that would be fabulous for people who want to see what different routes we're all taking and what we're also looking forward to in the future.

9:25Yeah, I think, I think it's going to be cool because I know that when I visit the automotive classes here at Chapel Hill High School, those young ladies are so excited. But I think they just don't know where they can start or where they can fit in. Like, maybe they all think that they have to be wrenching, and that's not true because service advisors, women as service advisors, I think are awesome.

9:48Ash, you're an awesome service advisor. That's taking a completely different route, and now you're doing the mobile service advisor. So that's really cool. So I think women really strive behind the counter service advisors. We got the emotional intelligence, the listening skills, you know, de-escalating tense conversations and things like that. So I'm, I'm here for it, because if we can share the stories and, you know, help a young lady make a decision, that will— that would just be so awesome.

10:14And plus, we get to say our name in print. That would be cool too. For sure. Then I was thinking too, it could like— because it's hard to divide like the profits from a book up into 15 different ways or something like that, right? So I was thinking then the profits from that could go to like a scholarship or something like that so that we'd be able to bring, you know, fund somebody's training as well, right?

10:37Because I'm— that's a huge hurdle as well. Again, a few of these people in the class, it took the, the sales rep to go talk to the boss so that they'd be able to send their staff member, their service advisor for training. And not only did they attend training and, you know, learn the stuff that I was talking about, but it was so cute because a few of them were like hugging afterwards.

10:59Like, they became friends in the class as well. So they were able to connect because they had never seen another female, you know, in their position as well. So that was, that was super awesome and heartwarming. That is so cool. Like, it's not a lot of us anyway. I feel like Ash is like my She calls me her automotive auntie, which I think is funny.

11:19Um, the conversation we had, there was 30 females in that Zoom call the other day. And, um, sometimes I get a little loud and obnoxious in the things that I say, but I really truly believe that we need more of that community, no matter what age, you know, we can start with the young people and they can find their community. They can find their village.

11:38That would be awesome too. But even amongst ourselves, who are currently in the industry, have been in there for 20 plus, 30 plus, um, I'm gonna leave it at that, years. Oh, y'all getting old. Um, that would be helpful because I always say that I wish I had someone like you or Ash to talk to when I was 20-something years old coming up in this male-dominated industry.

12:02And I've never dealt with too much male chauvinistic pigs But they're out there, and we need to help our young ladies work past that and have a community where they can come and speak freely and check themselves. Because you want to make sure that if we're going through something, that is not just us going through stuff and being over-emotional. I want to make sure that we feel protected in our workspace, but also that we're, we're doing our jobs too.

12:29So, you know, a little automotive auntie for the young people would be so cool. I should make a Facebook group, Automotive Aunties, for the young folk. And I'll invite all you guys in there, and you have to foster a kid in the industry. She has to be your mentee, and you have to auntie her. So when are you gonna start this? Oh my God, I'm not starting nothing else, girl.

12:53I've got you and Katie and a couple more, and I'm good. I'm auntied out. I'm not— I love it, I love it. So, uh, Corley, question. So we're talking about young people, we're talking about being in the shop. If you could talk to the young type, Coralie, the younger version of yourself walked into your business and walked into your space today, what would you pull her aside and say?

13:17Like, what would you say? You say, hey girl, don't do it, run. Like, what would be your advice to her? Oh, that's a tough one. I think, like, going back, I didn't go from like, okay, you know, starting as a technician and then, oh, I'll just go be a service advisor. Again, in school, that option wasn't presented to me, so I was like, maybe I'll try car sales.

13:41So I tried like these few different things before I actually found my way to the service advisor space and realized that that was a perfect fit for me. So I feel like we could streamline that process a bit better if I was talking to my younger self. Just like make a decision. But no, because if you didn't go through all of that, like, would you really be who you are?

14:03Ah, that's right too. Yeah, that's a good one. I took a bit time off, like, you know, after car sales because that wasn't for me either. And, you know, I worked at, uh, a water park for the summertime, like with water slides and stuff. So I don't think I got anything from there except for free tickets to going to the water park.

14:24Customer service skills or something. Something came up out of there. Oh, maybe— no, actually, that was— I got to tell the kids when to go and when to not go, and I had like a rusty broom pole as well. So telling everybody how to wait in line and their turn and stuff like that. So, okay, that might be— leadership. Yeah, that's right.

14:45Okay, so I got some leadership skills from there. Exactly. See, leadership. So what do you think about mobile estimating? Because that's what Ash does. Well, you don't call it mobile. What do you call it? Just remote, remote estimating. Yeah, estimating. How do you feel that fits into a shop? Oh, let's see. It'd be— I think it would be very— I'd be interested to hear about how it works for you because I could see it as being kind of challenging.

15:14I like to go out to the vehicle, I guess that's, you know, starting off as a technician, and, and see everything and be hands-on with it as well, and like see the process from beginning to end. So like an estimate to me is like a work of art. I think you might have had a post about this too where, you know, you take the customer complaints and you take the technician's diagnosis and the parts and the labor and you put it into one cohesive document.

15:42So I think you do it as the same thing, like, it's gorgeous, we should hang it on the fridge, it's beautiful. But then, yeah, I could see it being super fun, like that aspect. But then I like to follow it through and, you know, actually meet the customer at the end of the, at the end of the transaction, right? And so I guess you don't have that you don't have that face-to-face with the technician, but you have that communication from the shop.

16:06So, I guess that's where you'd get that communication and feedback. Yeah, there's very few advisors like us, Corley, that are good at all parts of the process. Like, I tend to say there's two types of service advisors, like the ones that are really good with people and customer service, and naturally good at sales because of it, or really good at process and detail and aren't the best at customer service, but like step into that role when needed.

16:38And so building out like remote estimating, I've kind of had to like split advisors down the middle and find the ones that are really good at process who could not skip, like not miss a single moment of like dealing with customers. And leave all the people that are really good with the customers. Very few of us are like you and I where I'm like, I like all parts of it.

17:02I love the technical part, I love being in the shop, but I also love building it and then delivering it to a customer. So we do encounter some advisors through the shops we work with that are similar to us. But what's cool is they're still part of the process. Like all we're doing is giving them a tool Instead of being so bogged down with it, it's freeing them up to be more intentional when they are.

17:27So if there is a guest, they wanna be a part of that whole process and the follow-through and go look out in the shop, they can walk away from their desk and go look at the car in the shop and then be more intentional in the conversation with the customer because they're not having to sit there and build out the estimate and then they get to make it their own.

17:45So, you know, it's, It's a good template, it's a good foundation, but the really, really good service advisors are taking our estimate and then they're adjusting, you know, minor preferences to their own. So some just take it, run with it, and that's also fine. But you know, it's the good ones that want to put their own, you know, signature on it when it's back.

18:08And I guess there's times when, you know, I've been like Gordon Ramsay says, right? Like been in the weeds and there's just so many because it changes from hour to hour, like so many phone calls coming in, or, um, something peculiar has gone on in the shop, or somebody's called in sick, or somebody is on vacation. So sometimes I have had multiple, um, work orders that needed estimates completed too, and it's just you can only do one at a time, right?

18:38Right. And that's the reality. Like, when everything is working and the stars are all aligned It's great in the shop, but how often is that actually happening? It's like, it's so rare that everything is working perfectly in the shop. There's always something going on. Yeah, it's— oh my God, wrench, monkey wrench, monkey wrench. You're like, oh look, my ARO is up. Yeah, but you know what, the tire machine just broke.

19:05What the god toe, man. It's always something. Yeah, it's always something. Well, I did use it for a couple a couple months. It worked out well for me because I didn't have an advisor in place, um, and it was hard trying to find somebody that fit. And that's another thing, like a green advisor versus a seasoned advisor and getting people out of their bad habits.

19:24So I was just struggling through who do I want to hire next because my service advisor at the time was very green, but I knew I needed a powerhouse so I can get my butt off the counter because I had other stuff to do. So I was really hesitant to hire somebody. I just kept hiring the wrong people. But that's like, that's another thing.

19:42Do you think it's easier to train somebody from scratch or somebody that has experience? Because you're like becoming one of the super trainers of service advisors, which we all need. But what's your easiest client? Who's your easiest client? The interesting thing is like, I'm now, I think I'm training a lot of people who are new to the industry. There's so many cool people that are coming in.

20:06I had somebody who worked at a dry cleaners, um, people who are coming from the healthcare field because that's just too challenging and they're getting into automotive because they want to break. Tons of servers and bartenders. So like all of these people. So one thing I really like about those folks that are coming in new is they can come up with great examples.

20:30We don't have somebody that's over-explaining things to customers or confusing the customers. Once these people from different industries see what's going on automotive, then I encourage them to come up with an example in their own words. And that's how they understand it. And then, they can share that with customers. So, it's super neat. Like every time I teach a class, I'm always walking away with a new example that somebody thought of in the class because they came from a different industry and then came up with a great example.

21:02Like one from healthcare just a couple of weeks ago, you know, we have to conclusively diagnose a vehicle. If we don't and just throw a part at it, it's like the doctor just prescribing any medicine and hoping that it fixes the problem, whereas it could have adverse reactions, waste time. And that is why we need to conclusively diagnose. I'm sure I'm not using wording it the best way she did, but it's like diagnosing it, doctor prescribing medicine that's not correct, boom, everybody can can see the downside to that, right?

21:37Ashley had to use an example like that with a healthcare professional because she just wanted us to keep putting coolant in her car. And I was like, no, we do— we need to do the pressure test on the system. And I didn't— I don't want it. And I said, neither do I. When I walk in your office, I do not want to get on the scale.

21:53I don't want you to take my blood pressure. I don't want to see any of that. But you know what? If you didn't do your job and something happened to me, I can come sue you. So let me do my job, you know? And she got it. I mean, it was a whole lot more words and I was nicer than that, but she really got what I was trying to say.

22:06So being able to put something in real-world situations for people to understand, that does make a lot of sense. So do you think, um, you said more people are coming from healthcare and they say service industries like bartenders are good, supposed to be good service advisors. And, um, I think Mike got one that was an AC salesperson. He was bragging on. So you think— how long do you think it takes to train a service advisor?

22:33Again, every shop is different, right? Right. Like, and the responsibilities that they have. I think talking in the Amazing Women in Automotive group, like, who's doing the vehicle check-ins? Is the technician? Is the advisor? You know, it's not like a one-size-fits-all kind of thing. So I think it depends really on the tools that the shop has, the computer system, what processes are in place there as well, and a whole bunch of different things.

23:01So unfortunately, I can't put a number on it, but my goal would be to like give them one successful thing that they could work on every day. Like, while they might be new, they can, you know, get the year, make, model, VIN, name of the customer, and phone number, and then have a friendly conversation with them. Right, and then, and then grow from there.

23:22Thanks. How did you end up in North America? What made you come down here with the crazy people? In North— oh, I'm in North America. I thought you— well, I mean, not North America, but you know, like the USA, like America. How did you end up in Texas of all places with Buck and Buckaroo Bob? How did that whole thing hook up?

23:39That was crazy watching you tour with them, right? I don't think I actually was able to tell you my story at, uh, when we were at ASTA. Yeah. That was hilarious. Do you not live in Canada? I live in Canada. Yeah, I'm on the West Coast. That's why our snow is missing and lost and took some sort of wrong turn. Okay, so what's the Texas story?

24:03Oh, um, so the Texas Two-Step is something that is a training that, that John Firm is the founder of and is organizing. And for the one last year, I guess somebody dropped out or wasn't able to make it. So, one day I get, you know, a Facebook message from Buckaroo Buckin' Bob, wanting to, you know, invite me down as like a guest trainer there, a substitute trainer, right?

24:32So, you know, after having a conversation or two with him, I was like, "Ah, sure, I'll give it a whirl and head down there," 'cause I was already in Seattle, I missed the first day of it, and got there and John picked me up from the airport, never met him before, and he's got a train horn installed in his truck because I was like— he did the same thing to me.

24:54I was gonna like, how will I know what vehicle? You'll hear us. Okay. Wow. Girl, he did the same thing to me when he picked me up from the airport one time in Houston, and I'm sitting there and him and Michael get out of the truck after blowing the train horn. I'm on the way. And he's got this big old F-250, F-350, big work truck, and he's got his work clothes on.

25:17And it's this cutest little grandma-type old white lady sitting there. She's so cute. And she's looking at me like, "Are you okay?" And I was like, "Ma'am, I am not being trafficked. It is quite fine." And he was just being so obnoxious with the horn. And then Michael gets out with his Big Bird t-shirt on and everything. And she's looking at him like, "Blink 2 times if you're okay."

25:37I was like, "I'm gonna be fine." These are my people. So that's cool how you ended up with them. I didn't know that's how that happened. I just knew all of a sudden you were Texan to Texas Two-Stepping. Texas Two-Step. Yeah. Okay. But after they picked me up and we're going to the hotel, John's like, okay, so do you want to go for pedicures?

25:59Like the hour that I— that he picked me up. It's like, then I'm thinking myself like, I, I know I'm a, you know, a lady, but, you know, I, I've never gone out to get pedicures with anyone from automotive before. And in the first hour of meeting them— that's okay, that's right, it's very important having your, your feet done, is very important in the Texas Two-Step.

26:23So yeah, within an hour of meeting John, then we dropped my stuff off at the hotel, found a salon to to do our, our feet. Okay, that makes sense. That's so funny. That is great. I've never had that experience with anybody else. He is amazing. I met him first at my first ASTA convention, and I just felt like a, you know, I was out of place.

26:47I wasn't, but that's what I was feeling like. And he just fixed that. He was, come on, I was just his temporary girlfriend, and he told his wife about it, and it was the best. And I sat there with him and his family. I think his daughter was pregnant at that time. It was the best weekend ever. And ever since he's been my boo, he is so sweet.

27:04And he's like, he's like that all the time. I, I like to assume that he's like that all the time, but he's always been consistently wonderful to talk to. And that's important because, like I tell people, in the beginning I really felt like a, a fish out of water going to industry meetings and events and stuff like that because I didn't know anybody.

27:25But you build this community of people and it's great. You have a whole family of just weirdos that you just keep around you and you grow and learn from them. And I think it's like the best. I really do. Like, I didn't get to hang out with you at ASTA. That was disappointing. But we both— you were teaching and I was running around like a headless chicken.

27:47How did that go for your first expo in Raleigh? Oh yeah, no, that was great. I had, um, uh, there were a couple of Facebook friends of mine, again, you know, awesome people in the industry, right? So, right. And I— and yeah, and Tiffany at Amazing Women in Automotive too, like, you know, she made sure that I always had a place at the table so I wasn't feeling alone.

28:09And then I met a couple of, uh, Facebook friends. There's, yeah, Jeremiah and Brad. So I met up with them and got to hang out with them. For an evening or two to make sure, you know, I don't get lost or kidnapped or anything like that. Don't steal me. Do you find it— did you find it easy to make friends in the automotive field, like the community?

28:32Like, has that been a good, easy transition for you, especially with the Americans? You've been on the East Coast, you've been on the West Coast, you've been in the Midwest, you've been everywhere. Yeah, really neat. Everybody— there are super nice people everywhere because, you know, here in Canada you know, people are kind of worried about going down to the States, but I was like, no, no, it's, it's all good.

28:52Everybody's super nice down there. Um, I think I brought this up a little bit at ASTA. You're speaking about like being a fish out of water from like, you know, being the only girl in trade school to, you know, automotive sales. There was one female in the business office and then Like when I got into parts advisor, service advisor, again, I was the only female there.

29:20So then making this transition to interacting with females, it's like, I'm not used to this. I'm used to talking about, talking with all the guys and, you know, and all that kind of stuff, right? So then getting back into like the female space is a little bit peculiar, something that I'm not used to. Yeah, I really do. I think a lot of people feel that way.

29:43Yeah, that's a struggle for me too. And at ASCA, it was a struggle. It's like I'm so much more comfortable in a room full of men. So like walking into the women's dinner was so uncomfortable for me, but it was like a good uncomfortable of like, I need these people and I need this community, but I don't even know where to start.

30:04And then like, Tanika, you know me well enough. I'm not super like outwardly feminine, like girly girl. Like every now and then I'll do my makeup and I'll put a dress on, but like it's very low effort. And so that was another thing. I walk in a room and it's like there's so many women that are so good at both. Like you, you're so good at both, Tanika.

30:26And I'm like, I just feel like I don't fit in. But it's not about that. Everyone is so wholesome. Yeah, that's a good ex— But yeah, um, like she was saying that I used to feel the same way. Like, you— we lost you for a moment, you got stuck. But like you were saying, I used to feel the same way. But for me, it always felt like I was overdressed, and I was— because I'm flashy, if you haven't figured that out.

30:50Um, but I remember telling Mimbi at Napa Now this past year, I was walking around, and women are naturally catty. Come on, let's give it to us, we're catty. I was— called her one morning, I was headed to the sessions, and I said, I think I really need to start dressing down a lot more, um, when I come to this stuff. And she was like, you better not!

31:13What's wrong with you? I would think you was crazy if you start dressing down. So I was like, okay, I'm not going to do it, I'm just going to keep being myself. But walking into a room with a bunch of women is completely different than walking into a room full of men, especially if that's what we're used to, because that's what I've been used to, you know, in a collision industry, in this automotive industry, service industry, it's all been a bunch of dudes.

31:32So I agree. But I mean, did you love the dinner? I think, I think that is fun. The first time I went to the dinner, I begged my service advisor at the time, would you please come with me? She was like, I don't want to go. I was like, please come. It's like asking the girl to go to the bathroom. You can go to the restroom with me.

31:51I'm scared. Yeah, that was a, it was a great dinner. And yeah, the person that I met at the ASTA dinner, you know, we're gonna bunk together at Vision. So, you know, we're friends now. I think I figured out— I want to figure out how to make us do that more. Like, I think more women need open doors to just have those communications.

32:17Like Wednesday, at the meeting Wednesday, they're like, oh, can you convince— can we be friends? Like, yeah, please find me on Facebook, please. I need friends. I need— I'm so excited. I keep saying I don't want any new friends, but I do want them. Are you going to the Women in Auto Care Leadership Conference, Corley? Uh, I don't think so. I think that just— that's happening like later this month, right?

32:39That's next. Yeah, next week. Okay. Yeah, no, I didn't know about it until like it popped up on Facebook a few days ago. So really, okay, what we need— like me and a few other people have coordinated for events, but we don't have like a list of every event. So I would have loved to go to that except I only knew about it like last week and now I can't make it.

32:59So like, if we have like, okay, who's going where, we need like a better list of all the events. I think we need to do a retreat. I'm like, I need a cabin in the woods with a hot tub and wine and no boys around. Like, that would be so fun. Well, the Amazing Women did one. The first one was this year.

33:20They're doing another one Um, well, first one was last year. They're doing another one this year. I can't remember the dates, but I know it's a limited— it's limited space. Okay. I don't know how many people went last time. Did you happen to go last time, Corley? I didn't know. Yeah, that was the first time they did it. Yeah, but something like it's in June.

33:41Amazing Women in Automotive. Okay, I want to look into that. So because I always thought something like that would be cheesy and like girl fights would happen. But I went with— that's so scary— Lola and Kim Walker. We and some more her friends were invited to Montana last year, and it's a house full of women in Montana, and it was great. I want to say maybe a total of 20, 20, and I cannot wait to go to this year.

34:11It was, it was so cool, so great. No judgment. No makeup, no mascara, just food, books, and wine, and a bunch of giggles. So yeah, we can have a girls club. Oh nice, there you go. And then I'll plan— we can all take turns planning. Maybe everyone can like come up to Canada because, you know, your dollar is going to go a lot further up here.

34:37Just not in the wintertime, or you should come up here right now because we have a better winter. But you don't have any snow. But how cold is it though? Uh, let's see here. I'd be going in Celsius, so I've, I've been looking at this because I have autocross, like racing my car on Sunday. So I'm watching the weather because I'll probably wear my snow pants because it'll be cold.

34:59Uh, what are you driving? Because I have autocross and I'm racing on Sunday. Yeah, I love it here. It's, it's 7 Celsius here. Math? What is that? Well, zero is freezing, so that makes it super easy. So freezing for us is 32, so it's not that easy. Yeah, it's so weird. 32 degrees is freezing, right? Or is it 26? No, 32. 32 is considered freezing, and so freezing is zero, which makes more sense.

35:33I'm not going to do the math, but it still sounds very cold. And what are you driving Sunday? If you get to drive, what are you driving? I'm going to be driving my 2019 Volkswagen Golf R. So autocross is kind of like, um, it's racing that anybody could do with your daily driver as long as it's not horrendously leaking fluid or the tires are bald and your battery has to be secured.

35:57I love autocross. That's how I got into— like, I did it for years and that's what got me into drift and I still love autocross, but once you drift, like, I feel like you just don't go back. I will get into drifting, but, uh, I have two teenagers that we gotta get to adulthood and, you know, buy them food and clothes and stuff like that.

36:19So after that, I'll get some more racing things. But yeah, I know it's expensive because drifting, you go through tires and tires and tires. Yeah, that's why my friends that drift, they actually both work at the dealership. One's a tech and the other's a car salesperson and they both drift, a married couple. And the funny thing is that all the used tires that they can find, even at my shop, they'll just come pick up a bunch of used tires.

36:40Yes, I used to service a bunch of dealers. I took a short, short hiatus from service and I did automotive photography for like a year. It was so much fun. And so the dealerships that I serviced, I became really good friends with them and they would let me get access to their tires. Yeah. Which made, you know, it makes it practically free.

37:00But yeah, drifting is very expensive. That's so crazy. I do none of that. I'm like you, Corli. The funny thing is you're saying it as far as a monetary thing, but I used to ride, not like I wasn't a racer or anything, but I had motorcycles. And the funny thing is, is like once I had my first son, as I was pregnant with him, I looked at my motorcycle in the garage and I was like, well, you got to go Craigslist because no more fun for mommy.

37:24Oh, I got a motorcycle when my kids were like in elementary school because I was like, well, I'm paying for, you know, these sports, like, you know, gymnastics. So getting a motorcycle, like, a payment on that is going to be less than what I'm paying in the sports per month. So I'm getting a motorcycle. Yes, Mama, as you should. Gymnastics, motorcycle, what's the difference?

37:46Yeah, I gotta have fun. What are you writing, Corley? Uh, I have a Yamaha R3, but I'm looking at switching it up to a dual sport bike this spring. Very cool. Okay. I don't know what any of that is. I've been itching to ride, and I just kept putting it off for a couple years, like buying a bike. So my goal this year, like 2026, is some health stuff, and then I'm like, I've got— I have to buy a motorcycle and just scratch the itch.

38:19So I used to have an '87 Honda Magna, uh, I mean, very heavy bike, but I want a sport bike this time. Usually people do the opposite way. You go from the, the old man bike, the cruiser, to the— from the crotch rocket to the cruiser. Yeah, no, I'm going backwards. I grew up on a— I grew up on a cruiser, so I, I want to buy a crotch rocket next.

38:44Oh cool, that's so cool. No, no racing on motorcycles, that's where they drew the line. So I said that's fine. Define racing. Something on a track that's timed. A track that's timed. Okay, so don't do that, but just maybe just get on the interstate. We can make anything a track and we can time anything. Like, do not encourage her to do bad stuff.

39:10No, sorry. Sorry, that's the one thing I asked. Well, Jordan, my youngest, I think he doesn't have a kill switch. That boy is just something else. And I was like, son, just never get on a motorcycle because you don't have a cutoff button. He's fearless. He is so fearless. And that's the only thing I fear. It's like, that boy has no control.

39:27My goodness gracious. That's that parenting stuff. Like, do you let your kids— are your kids like free range? Oh, they love racing and things like— Mama, are they completely different personalities? Uh, they're teenagers, so we're figuring it out. I told them, hey, do you want to come to autocross? You can drive my car, no problem, family membership. Yeah, and they're like me.

39:53Yeah, that's right. So they're probably just fighting me and not racing currently. Wow. I think I would just— yeah, I'd be like, disowned. I couldn't imagine. I just could not imagine. I think racing is also good for, like, like some shops that I've visited and done training at have like a shop race car, and that's like the coolest thing ever. Like, if somebody is like looking for a new employee, to have that as a feature is awesome.

40:23And, and actually just to have like people involved in racing and being excited about it. Like, one apprentice that I used to work with, uh, he's gonna come to the track just to hang out anyways. He's like, okay, what do you want me to bring? I've I'll bring the scan tool, I'll bring a torque wrench so we can check your tires. What else do you want me to bring here?

40:40So it's neat. I got my own little pit crew too. That's awesome. That's awesome. The high school, the local high school here has an all-girls racing team. Oh, it is so cool. Yeah, that is so cool. Yeah, it is. It's cool. Wow. That teacher, that CTE teacher does a great job. He's actually taken them on a trip overseas this summer. Um, visiting all the German manufacturers.

41:06They've got a lot going on. He's really good. I believe in 2025— no, I don't know when, but he won the Wix Teacher of the Year Award. Wow. Yeah, so he's really good at what he does. You know, getting used in the industry, I think it's going to be a great idea, especially now. Um, I don't think kids are that interested in going to 4-year schools anymore.

41:28You know, I think kids are being more bold in their choices and actually doing what they love. And like Jordan, you know, he's going down to Mercedes to finish tech school down there. If the parents let him do it, girl do it, boy do it, everybody do it. Because AI is not going to take— do you think AI is going to take our jobs?

41:49No, it's a tool that we can use, right? So think about all the jobs that AI is actually going to take that is usually meant for a 20 to 30 year old. Even like someone is saying today, even if they decided to be a paralegal, like, is that going to be obsolete? Like, some people think service advisors are going to be obsolete with AI.

42:08I don't think so because you still have to have that, um, communication with the customer. Like, I don't want to talk to a bot about my vehicle. Like, I don't mind making an appointment with a bot or use an online app or something like that, but I really want to talk to a human with my vehicle. I feel like that about my car insurance.

42:25Like,, you know, all the insurance companies that are sitting behind an 800 number. I don't want that. I want an agent that I can walk in the door and say, hey, person. So do you think— what do you think about AI? Yeah, you can walk in and you can touch them, you can give them a handshake, or you can choke them. Either way, whatever you need to do, you need that.

42:48I keep saying that. I think that's why I keep coming back to saying is like, we have a really interesting opportunity in our industry right now. Every industry and every job is going to start automating so much of the process to AI. Like even just pulling through Taco Bell now, it is an AI that's, can I take your order? That is so confusing at times.

43:09It's crazy, right? But like as humans, we are going to crave human connection more than ever because of it. So we have a really, really unique opportunity right now. And that's like, even with what I'm doing, you know, AI is part of that process and automating things. We have humans writing the estimates, right? But there's automation processes now, and we're taking that off the service writer's plate.

43:31And it's like more than ever, we should be focusing on how can the service advisors just care for people. I think there was a— someone said that if you could spend 15 more minutes with a customer, you could increase your ARO. Yeah. So, like, what you're doing is— Right. Well, what we found is that, okay, you're in the background doing that, and we're still talking to the customer and building relationships instead of focusing on a computer.

43:58But like you said, that relationship base, you spend more money. Yeah. Josh Oberlander, he did a presentation at the Ignite conference. One of the data points that he shared was for every hour past the first hour when a customer drops their car off, that you don't communicate with them or present an estimate, you lose 10% of your close ratio. And I loved it and I took a picture of it because it's literally right in line with our mission is the golden hour.

44:28It's the, from the time they drop the car off to you communicate is the golden hour. And so I just thought that was interesting. I'm glad there's a lot more data finally being broadcasted to the industry. Rilla did another one where they showed like top performers spent 26% more time during the appointment. So imagine if you just spent 26% more time at the counter when you checked people in, it equates to being a top performer.

44:56So it's not rocket science, it's just human, like spend more time with people, make people feel seen, heard, and appreciated, and it literally will unintentionally result into higher sales. Like you don't have to work for the sale. If you just show up and be a decent person and take care of people. I find that's where my success lies when I'm on the counter.

45:18Um, I, I want to know your name. I'm gonna— your glasses are hot, man. Your glasses are— what's up? I love it. It's not fake. I really want to know who I'm talking to. I want to know, what are you planning to do with this car? What time you got to pick it up? You got kids, puppies, dogs? Do you have appointments?

45:32What's happening and how can I serve you? Um, but if you got your head buried in the computer trying to get the numbers together, make sure your KPIs are right, then you lose a lot of that. So in the past couple weeks, and I don't know why I didn't think of it before, because we're always learning, right? Um, I didn't even have business cards for my service advisors.

45:50All of them were mine. So I got the business cards, I put their face on it. Um, they have— yeah, I think now they have the, the will, the ability to just send a text. Hi, I am Stuart, I am your service advisor. Call or email me here. So send that out as soon as they check in so they have your information.

46:10Because what's so crazy is if a customer calls the shop and they don't know who they've been talking to, I think that's sad. And then even on the, um, reviews, I told them this week, I said, I want you guys to get people to say your names on this review. I'm tired of seeing my name. I haven't been at the front counter in months.

46:29Why is my name still on the review? So say your name. You need to make yourself known, and then they'll have love for you and respect for you and trust. Because I think that's what really sells. Yeah, absolutely. I mean, of course you gotta have the proof, you good technicians and all that good stuff, but that front counter, that's the front line.

46:49That's the front line. And I believe that when things are not going right in the back, the problem is up front. It's me first and then front. And because if my service advisors start complaining about my technicians, I will say you need to check yourself first. Let's check you first. Yeah, what are you doing? What are you not doing? Like grumpy technicians or disengaged technicians, it's always a result of something up front.

47:13Yeah, you didn't get them the right part, you didn't get enough labor, they don't understand what's wrong with the car, you didn't get enough information. Now they've got to wait. Nobody wants to wait. If you're a great technician, you don't want to just be sitting there. You're ready to wrench, you're ready to work so you can go home. Especially a flag rate tech.

47:29You're sitting there counting the 2 minutes here and there where other, other people are slacking, and you're like, that's costing me money. Yeah, so frontline— anyway, I can go on about that forever and ever. So the robots are not going to take over the front counter. No, no one ever says, hey, you know what, when I was checking myself out at Walmart through the self-checkout, that was a really great bot, you should go see that.

47:53It's like, no, no, I'm saying, hey, you gotta go see, you know, Mariah, who works at my favorite coffee shop. She'll take great care of you, right? So that's the importance of knowing somebody's name, right? I don't know anybody else's name there, but I know her because she is friendly and she knows my name as well. So when we go in, we use each other's names, right?

48:12And like, doesn't that make you feel so much better about where you're spending your money? It should. Like, I will go buy the $15 coffee because they remembered my name and asked how I since the last time I was in versus like going to the big corporation that could give 2 hecks and— Right. Yeah, it just makes you feel good. Like, she's my favorite bar.

48:32Like, I walk in there, she knows exactly what I want. And she's like, hey, T, where you going? Where are you traveling to next? I'm like, hey, girl, I'm going here, I'm going there. It's like, how do you remember all of that? And I always say, girl, you'll be a great service advisor because she can remember people. And that's what I was really good— I am really good at remembering people, but I'd have to see their car.

48:48Like, if I don't see If I see you, I have to see your card, then I know your name. But that's what I miss about not being on the counter. But no, they say you got to work on your business and not in it. You asked earlier about like bartenders becoming advisors. Yeah. And I think it's incredible because bartenders, literally the good bartenders, they're good because they're chameleons.

49:11So you can talk to any type of person. And I feel like that also translates in, in service. Like, anybody can walk up to the counter and you can make a friend out of them. I, and that— I was a— I enjoyed bartending a lot. I bartended in college while I was working at a dealership, uh, and that's what I love the most about it.

49:30It was like 10 people at the bar that are all from different industries, and I'm like learning about each one. And what do you do for work? What do you do for work? Yeah, just being able to make friends with anybody, it makes a great advisor. And you see them when they're not at the best of times often, right? Or sometimes if somebody's at a bar, you know, they could be going going through something.

49:49And then the same thing at the counter when somebody's vehicle is broken. And, you know, it's not— they're oftentimes not just upset about their vehicle, there's something else going on in their life too. So there are skills that, you know, we use in bartending, but we use in at the service counter as well. That's a good point you made. I just thought about that.

50:07I'm like, it's very rare that people bring our— their car in to celebrate. Yeah, nobody wants to see us. I don't want to see us. I don't really want to take my car to the shop. Performance stuff, when you want to get upgrades done, that's a celebration. But bartenders get both of it. You get the bad days and you get the great days and the celebrations, right?

50:26We get people. Yeah, so AI can help us with that, spend more time with conversations, because I do believe that it's important. And then like, there's a generation that doesn't want to talk, they just want to text, they don't have time. And that's fine also, we can use AI for that. But for me, in my community, we're heavy retirement community. So we have a lot of retirees, got a lot of grandmas and granddaddies, and they don't have anybody to talk to.

50:47And so please bring the dog in. I mean, I really got mad at a customer. I saw the car pull up and I knew the car, and I was like, oh my God, I get to see— I get to see the dog. And he didn't have the dog. I said, you can't get your car without the dog. He's like, are you serious?

51:00I was like, I love that dog. And I'm serious. And like people say, fake it till you make it. It's not really fake. Because if you see something, like if I— if Ashley walked in, I'm like, your curls are popping. That's how I'm gonna start a conversation. Your curls are curly, those eyes are popping. Because everybody needs that, even for the man.

51:20Okay, I see you, I see you with the— I see you got your shorts on today, you know it's 20 degrees outside, what are you doing? Just to get somebody to laugh, because they don't want to— it's not that they don't want to be there, but who wants to spend money on a car. That part, I got really, really cool opportunity to talk to the ASOB group and that was one of the things I told them was find a moment to like get people's guard down.

51:43Like when they come in and they bring their car in, they're usually already tense and they're not sure what you're about to try to sell them or whatever. And so if you make them laugh really quick, it brings them down and like centers them and grounds them. One of my favorite things when we had the body shop, cause an accident, if your car, you get service, right?

52:02So that's usually, it's not always terrible. Sometimes you do have a breakdown or flashing check engine light, but most of the times, you know that you're going to have to go in and get the service, right? But in the collision industry, what I started out in, you don't get that. You get a wreck, it happens in a second and you're, you know, it's not your fault or it is your fault and you're here.

52:20And then the stupid insurance company commercial said, oh, we'll be there in 15 minutes. They're not. And so literally people would come in and they're all just like, the insurance company's not calling and you're not doing this and you're not doing this. Like, whoa, whoa, whoa, I know you had an accident, but it was an accident, not an on purpose. We're going to thank the Lord that you're okay, okay?

52:36And if your car is totaled, then you just go buy a new Corvette. There you go, get you to laugh. You're safe, you're walking. Some people are not doing that, and I have to remind people of that. And I was really good at that. And that's just calm them down. Let's get on the same page. Let's set expectations because I know you want it back for free and yesterday, but it's not going to happen.

52:55But this is what I can do. That's very important to have that laugh in there as well. That's why I tell people, because, you know, a class will go over all these questions and objections that we can anticipate people asking, right? And some of them, if it's at the counter and they're saying things like, you know, why not have like a magic 8-ball?

53:14You know, we used to shake it and ask it a question, turn over. That one. How long is my vehicle gonna last for? Ah, will it last till next month? Well, it says this. And then, you know, it gets them to laugh and think about their question kind of a thing, right? I'll repeat it. Like, when people say crazy, I just repeat it and say, so yeah, they're like, yeah, that was crazy.

53:33Yeah, that was crazy. But it's okay. I can't do that, sister, but this is what I can do. Breaks the tension. It just breaks the tension. We literally had a Mercedes that was in for control arms that we told him about 6 months ago. He finally broke down and got those done. We were on the test drive and he had a brake line blow.

53:49My technician. So we had to call him back and say, hey, brake line. But a car sits for a long time, and he's from Florida, and we looked under this, all kind of corrosion. We couldn't see it, and he was furious. And I wasn't there to bring him down. So I got to work the next day and I said, hey, I understand you're upset, but this is what I want to talk to you about.

54:07I'm so glad that this did not happen to you while you were on Interstate 40, and so should you be. I said it waited till it was in a professional state atmosphere to happen. So you've been protected. This is what it's going to take to get it back on the road. So yes or no? I was like, I know that you're mad because it's money and it's unexpected.

54:24I said, but there's no way we could have predicted that. You couldn't have predicted that, because if I could, I would not be working here, honey. I'd be playing the lottery. Got him to laugh, got him to feel thankful, got him to laugh, and I had a solution. And I— that's the thing that I love about service writing. It's not the, the estimates, it's not the cars themselves, because I love a car, but I like a fancy car.

54:44You girls like to race and stuff, not me. I just like to show off. So I like it. Yeah, that's, yeah, that's not the part of the industry that I like. It is the service and the helping people. So if we can just keep doing that and get other shops to understand that once you learn to do that and stop running after the numbers, the numbers come by themselves.

55:02That's what my opinion is. What do you think? I agree. Yes. So I'll keep saying that. I will keep repeating it to people who are used to the podcast. That's one of the reasons that I Name the podcast Downshift because you have to slow down and you have to talk to people and you have to have these conversations. And not only in the shop and behind the counter, but we need to do that in real life as well.

55:26We need to do that on Facebook in those groups that are going crazy. We need to do that at the grocery store when you just need to stop for that person that's looking down on their cell phone. You really want to hit them with your car, but they're looking at their cell phone, but you don't know if they're getting bad news or not, or if they're in their own zone.

55:43Just, just stop your car, downshift, slow it down, and it's okay. Because if you slow stuff down, you can pay more attention. And I think by default it all works out. So that's my last question for you, Coralee. I need you to give me an example of when slowing down actually helped you move forward. Your wife, your mom, books, cars. When did you have to go sit your butt down, girl, slow it down to get to a better place?

56:13Oh, let's see. I think that is the theme of this year. I'm very good at trying to do multiple things and do absolutely everything, but then I can get run down. So that's kind of like my, my this year goal is, okay, I'm working on this, I'm getting this book done, and then moving on to this project, as opposed to like having 3 things on the go.

56:35So I'm really getting better at that and saying no. Like, I've had places that I could have gone to work for and do all these things, like, no, but I don't have to. And then not feeling bad about it either, because I see all these things that I could be doing. So I'm working on not feeling bad about it either. Yeah. No is a whole sentence.

56:59It's a whole sentence. And you just know. Why? Because because I said so. Like, I just don't want to. No, and I don't want to, and I don't have to. You don't have to be sassy like me, but yeah, just saying no is— you can sit home and enjoy your mortgage. That's what I've been saying. What are you doing? I'm enjoying my mortgage.

57:16I was in the front room, then I went and sat on the deck, and I sat by the fire pit, and I got— went to the— got some wine, and I sat right there, and I sat on that couch. Because people have furniture and rooms in their houses that they don't even sit in. So I'm enjoying my mortgage and my children and my friends, and I'm saying no.

57:35Would you like to know? Love you, bye. Or they don't even ask, they say things, then they expect you to jump right on it, and you're just like, yeah, you thought I was gonna volunteer for that because that's what I did 3 or 5 years ago. No, what are you doing? I am at home. What are you doing? I am laying on my right side with my remote control in my right hand, and I'm watching Downton Abbey for the 50th time.

58:06And I'm figuring out how to not be in Canada for the wintertime. Oh girl, come here. Arizona was beautiful. I wish I had more time. I know you came at like the best time of year too. It was warm. It wasn't hot. It was warm. And it was— and then there's like that little crisp at night where there's, you know, it's not cold, but it's like that little bit of chill, that fall crisp.

58:33I was getting up so early in the morning because, um, time and just sitting out there like, oh, look at this. This is so beautiful. But if you say yes to everything, then you'll never get to sit down and look at how beautiful the sunset is. Places. Yeah, that's my goal. If I'm going somewhere to teach now, it's— or for, um, you know, a conference or something, it's like I'm gonna tack an extra day on there and find something to do.

59:00Or I'm just gonna find a nice coffee shop and sit there and check out the town. Yeah, and just watch people, you know, people watch, seeing what kind of vibe the town has going on, as opposed to, you know, just going there teaching. Going back again, it's like, nope, that's my— there you go. That'd be a good one for how I've decided to slow down too, to tack an extra day on there and enjoy the community that I'm visiting, because who knows when I'll make it back there again.

59:25That's very smart. I think I might try that. Because I'm going to message you. I'm going to message you off camera because I have questions. I think we have so many similarities and we just haven't had the opportunities to talk as much. Like, hasta, I saw you for like 2 seconds because we're like packing up and you were so exhausted from finishing teaching.

59:46Um, and then yeah, things just get so busy when we're at these events. So I'll message you and we'll talk some more. Oh sure, yeah, sounds great. Looking forward to it. Yeah, that's when I was like speed going through the expo, like, okay, I've got to hit up— I didn't make it everywhere, right? Right. So other than Facebook, how can people find your books online?

1:00:06Where can they find all the goods and your website? Were you teaching and all the good stuff? Go ahead and do your commercial. Okay, yeah, I've got the calendar going up on the website. Uh, my fabulous website lady Sarah is redoing it for me to making it more streamlined. Uh, I hang out on Facebook and LinkedIn most of the time, so if you're looking for me on social media, that's where you'll find me.

1:00:29Send me a message. I'd love to follow everybody's shop as well and, you know, see what cool ideas everybody is doing. Um, yeah, 5-Star Service Advisor is available on Amazon, and I just got my author proof for the next one. Like, last night it just arrived. Thank you so much for letting me use this. Is it a cake? That's a filter. It is a cake, but it's a filter cake.

1:00:55So I've got air filter, air filter, and then I'm going to get into— so this one's out of a Chevy pickup truck that I borrowed from the parts store. This one's out of an Audi, I believe, and I think that this one's probably a Volkswagen oil filter. I love it. Yeah, the goal is to have it behind every counter and then also have it sitting in the waiting room too.

1:01:16So if a customer is sitting there and they're like, Why do they charge me money for diagnostics? They could look at that. Or, you know, isn't cabin filter actually a real thing? Or why won't they let me do my customer-supplied parts? Or pre-purchase inspections. So I cover all that stuff that like everybody asks us questions about. So I'm like, I'll just put it in the book and then different ways of wording it too.

1:01:40So I'll go over like common maintenance items. So what it is, why it needs to be done. What happens if it's not done? And then an example for non-car people. This is so good. It's so needed. It is so needed. I'm so excited for you. Thank you for letting me read a little bit of it. Now I'm like, it was so good.

1:01:59And then I'm like, when is it coming out? Because now I need to like finish it. Oh yeah, because you're right. Yeah, your comment's right here. Oh, you got a copy of the book! So thank you. That's awesome. I made a post on Facebook to see if anybody wanted to read like a small section of it. And then make a little blurb so I could include it in the book too.

1:02:20That's so cool. One more book to go, girl. This has been great. I'm so excited that you had time to talk to us, and I hope more people get to follow and know and love you because you are doing great work in the industry. And, um, I will see and talk to you soon, I'm pretty sure, whether it's on a podcast, a Facebook group, or something else that we're up to.

1:02:43But I want to encourage all ladies out there that's listening to us, don't be shy, we do not bite. And all the men, be shy, we do bite. All right, well, this is Tanika, Ash, and Coralie. We're signing off. Say bye, ladies. Downshift with Tanika is where we slow down long enough to have real conversations, hosted by myself, second generation shop owner, Tanika Haynes.

1:03:10This goes beyond your car count, your KPIs. We want to talk about leadership, legacy, mindset, and the messy, beautiful journey of building something that lasts. You will hear stories from shop owners, technicians, and other industry leaders who are figuring it all out by themselves in real time. This is a space for growth, tough love, laughter, and leveling up.