AutoShop Ministries Episode 3 - From Technician to CEO: Pace, Purpose, and Long-Term Success
Now playing — Master Tech to Millionaire
About this episode
Joe Adams and Chaplain Devontae Tidwell discuss why endurance beats speed in leadership and business. Using scripture & practical examples, they explain how steady, sustainable…
Key takeaways
- —Endurance is more valuable than speed in achieving long-term success.
- —Building a business with a focus on sustainability leads to better results over time.
- —Quick wins may provide temporary satisfaction, but they often lack lasting value.
- —Consistency and patience are key to mastering skills and achieving goals.
- —Investing time wisely today will yield benefits in the future.
Frequently asked
- Why is endurance more important than speed in business?
- Endurance allows for sustainable growth and the ability to adapt over time, while speed can lead to burnout and mistakes.
- How can I ensure my business decisions are beneficial in the long run?
- Evaluate whether your current actions will still be valuable in several years, focusing on long-term impacts rather than immediate results.
- What is the significance of building with the future in mind?
- Building with the future in mind ensures that your business can withstand challenges and continue to thrive, rather than just chasing fleeting trends.
▸Full transcript
Joe Adams with Adams Automotive, the number one shop in America. This is Master Tech to Millionaire presented by Auto Shop Answers, where we talk about the transition from technician to business owner and CEO. We're here with Auto Shop Ministries chaplain once again, uh, Devonte Tidwell. How you doing, Devonte? Man, I'm doing great. It's good to see you again this week, man. How are you?
That's, that's the better question. How are you doing, man? Dude, I'm in the air conditioning right now, so I can't complain. But, uh, it's time to get— we got to get back in the trenches. But, uh, man, yes, we're going to talk, I think, about endurance today, are we not? So let's, let's get right into it. Absolutely, man. So I want to talk about the idea that has actually been sweeping through a lot of business owners, a lot of leaders in general, that you have to move fast to be effective.
And I get it to an extent. There are some things that you need to be able to move expediently on, right? You have to be able to say, I got to be expeditious with this idea. Or, you know, I've heard this quote where it's, hey, the opportunity of a lifetime has to be seized in the lifetime of that opportunity. Right? You only have a window of time for certain things.
I understand that. However, the cool thing about kingdom culture and kingdom leadership is sometimes it does contradict what society says we should do. So I want to talk about running your race, but how we're supposed to run our race is important. So Hebrews chapter 12, verses 1 through 3, there's a passage of scripture I want to read. So just stick with me.
It says this, therefore, since we have also such a great cloud of witnesses, Let us rid ourselves of every obstacle and the sin that so easily entangles us, and let us run with— watch this— endurance the race that is set before us, looking only at Jesus, the author and the finisher of our faith, who for the joy set before him endured the cross, despising the shame, and has sat down at the right hand of the throne of God.
For consider him who has endured— again, 3 times in 3 verses— endured such hostility by sinners against himself, so that you not grow weary and lose heart. We love speed, Joe. Like, I mean, we love speed. F1 is massive. NASCAR is massive. Like, we love speed. But not once in this passage do we hear the word speed, yet 3 times in this passage do we hear the word endure.
That kind of messes people up. That's not to— you know, when people hear this, especially when we're talking about it in a business setting or in a leadership setting, It kind of messes people up because they're thinking, man, I got to be fast. I got to be, you know, quick. I got to be agile. I got to be all these things that surround the idea of moving quickly.
But, you know, society wants everything fast, but not necessarily God, right? God doesn't want everything to move quickly all the time. He sits outside of the context of time. He's not constrained by time. So like, even if we're in the kitchen using the microwave, sometimes the minute on the microwave feels like it's taking forever. Like, we're just so impatient, you know what I mean?
I'm like, bro, I want this pepperoni hot pocket right now. Like, why is it a minute and 30 seconds? You know, anything beyond 30 seconds feels ridiculous. But we don't use the Crock-Pot all the time. So like, I grew up in an era where, you know, when we were going to church as a kid, my mom would put the Crock-Pot on the night before for the pot roast.
Like, and the pot roast would be in there simmering low and slow. You know, you got all of the good stuff in there. You got all the ingredients and the seasonings, and they're just sitting down in there. They put the Crock-Pot on at 7 PM the night before. And she didn't turn it off when we went to sleep. She didn't even turn it off when we got up and got dressed to go to church.
She turned the Crock-Pot off when we got home from church. So this roast has now been sitting in there for 14 hours, 15 hours, 16 hours, 20 hours. And what I learned about the Crock-Pot food, if you know anything about a roast, a pot roast, is once it's done, it just falls apart. Yeah. But when you put it on a plate, you better blow it for a long time because when you take it out of the Crock-Pot, it stays hot for a very long time.
It's like in there. Yeah, yeah, yeah. So, but it's slow. It takes time. It takes endurance. And yes, it's a longer process. But the, the process produces a better result longer. You know, everything is right now. Everything is right away. Every— even the trends in fashion are called fast fashion because they don't last long. It's, you're here now, come get it, come buy it.
And then when somebody else does something different, we're going to change it. Technology is obsessed with how can we get faster? What can we promote? Well, there's not much left that we can promote. So we're going to put a better camera and a faster processor in your new cell phone. It's the same phone as the last 5, but this was faster. No one promotes a new piece of technology and says, man, this one is slower than anyone we've ever released.
Yeah. You know what I mean? Like, it endures. Yeah. Nobody says that. You know, as a matter of fact, remember with iPhones, like when they first came out, the problem was if you dropped them, it basically was cooked. Like your Phone screen was done. There was options. There were tempered glass available, but it was like, well, we don't want to put that on there.
We want you to have to buy a new phone or buy a new screen, you know. So endure is a verb, Joe. You know, verb is the thing that gives noun something to do. And endurance is one of those things that isn't the cool thing, the pretty thing, but it's the necessary one. You know, we, we speed through life, but I don't know if you— maybe, maybe Joe, maybe Joe, not necessarily me, you know, I'm just playing.
But I would rather be able to do good for 40 years than to be elite and fast for 40 minutes. Yeah, it just is. If good is just here, if good is the standard, it says, hey man, I'm gonna give my absolute best and my best falls at good, but I can be good for 40 years, I'm satisfied. Versus, man, I gave it my all and I was elite, but I could only sustain being elite for 40 minutes and then I had to crash because I gave it all I had.
Does that make sense? Um, I want people to really understand that we are called to do this with endurance. We need to build with tomorrow in mind. We need to build with 10 years from now in mind, with our children in mind. We need to build with the next service advisor in mind, the next tech in mind, the next CEO, the next CFO, COO in mind.
Not just chase hard after right now, because right now only lasts for a second. And then it's the next one. Does that make sense? Yeah, that totally makes sense. You know, I think we talk about in our business a lot how good speed is, and it is good to move fast on a kind of day-to-day basis. But I think what you're talking about is more of a lifetime basis.
Like, you know, you just can't come to our training in 2 days and expect to like speak the language. We talk about speaking the language, and it's like, man, you know, You can't go to a 2-day boot camp in Spain and learn Spanish. It doesn't work like that. But if you were on Duolingo for 5 minutes a day for 5 years, like, like you can't go to work out for 8 hours straight for a weekend and then have a 6-pack and expect to be in shape.
It's like, but if you do, you know, 10, 15 minutes a day and get your steps in for 2 years, um, then you see the results. I think you see the results. Uh, it's like Warren Buffett, you know, like he's like 100 years old. He's like, yeah, He's not a guy who's trying to day trade his way to get rich super quick.
It's like, it just doesn't work that way. Being diligent and having endurance. Is that kind of what you're getting at? Yeah, absolutely. That's exactly it. You know, you take the same thing on, you work out and the results are lasting. The cool thing about it is most of the things that we get into in life, you don't get in overnight and you don't get out overnight.
Everything takes time. So, you know, we, a lot of people chase money and they chase the finances and they chase the wealth and gaining wealth is not a bad thing. It's a good thing we have the ability to do so. But the one thing you can never gain more of is time. So you have to use it wisely. You have to build with endurance.
You have to be able to last. Like, you know, what good is it if we gain all these things and it only lasts this long? It's like, man, you made it to the mountaintop, but that's it. Cool, you saw it. But like, you were there. I mean, I guess that was a cool 32 seconds, you know. I guess that was a cool 25 minutes.
I guess that was a cool 1 year. You know, but I wanna be able to look back and say, man, it was because of the small decisions to Warren Buffett's being alive at 100 years old and being like, man, like, look at what we were able to build and this cool story and this problem we had to find and this problem we had to solve.
You know, you know, speaking of working out, I'll get into it. I'll nerd out a little bit here because if you don't know and you're listening, Joe and I both love sports, you know. So, you know, I like to talk about different sports because I think that God uses sports and I think that God uses our biology to kind of give us clues about how he's wired us.
So I think this is going to blow your mind. Are you ready, Joe? Oh, I'm ready. Okay, so I don't know if you know this, right? But humans are actually one of the worst athletes on the planet out of all the animals, right? Water or land, worst animals on the planet for speed as far as athletes. I think I know where you're going with this.
This is, you know what I mean? Fire. Yeah, okay, keep going. So Usain Bolt, right? We know who Usain Bolt is. Olympic medal, like holds the record for Olympic gold medals in track and was the fastest man alive at one point. Olympic sprinter, was like 6'5. He was a freak anomaly from Jamaica. 100, 200, you know, 4x100, didn't matter. Like, he was just an insane athlete.
His top speed was 27 miles an hour. That is freakishly fast. Like, it's crazy. 4.1-something 40 for those of y'all that watch the combine. To the rest of the animal kingdom though, like, think about this. A giraffe weighs 2,600 pounds, bro, and his— and a giraffe's top speed is 37 miles an hour. That's crazy. God, that's what you're getting smoked, Usain. Getting crushed by a giraffe, bro.
Like, and giraffes are awkward. They got big kneecaps. Like, they're just like— they got purple tongues. Yeah, long necks. Like, they're just awkward, and they are 10 miles an hour faster than Usain Bolt. That's crazy. I'll give you one even crazier. A hippopotamus is 9,000 pounds, Joe, and it can run 19 miles an hour. So it's keeping up with Usain Bolt at a certain point.
Faster than me for sure. Faster than your average shop owner, right? Exactly. So think about it on the opposite extreme though. We are superior athletes for endurance. Oh yeah. There is a, there is a competition called Man vs. Horse Marathon in Wales, and they literally put humans versus, versus horses, and humans consistently outrun them over 22 miles. I, I, I, yes, I think I know where you're going with this, and I've read studies like that was our superpower, you know, when we were hunting and gathering, is we have skin that can like sweat and, uh, exactly, and regulate our heat.
And so You know, like a jackrabbit obviously is like way shiftier and faster. But what I, from what I read, it's like we would literally just chase animals down and never give up. And eventually they would just get tired like a deer or something, you know? So we can't, yeah, we're not as fast, but it's like the endurance is what gets you.
That's what wins the race, you know? Slow and steady. Slow and steady. It's the tortoise versus the hare. So what I think of is, you know, sometimes if we reverse engineer that, if we look at the way that God wired us, He's given us clues for how we're supposed to live. It's like, you are not supposed to live a fast life. You are not supposed to live one that, that moves completely— like, again, it's like running on a treadmill at level 10.
Like, if you do that for a long time, now your heart's gonna explode and you're gonna pass out and you're gonna have like, you know, crazy treadmill burn on the side of your head. Like, you're just gonna be passed out. But if we put that treadmill at 2 miles an hour, people can run for hours. Yeah, like you can literally train. We have people who do 100 miles, you know, through mountains and forests and change shoes and take a little electrolytes and keep going and climb.
We have triathletes that, that'll swim and run and bike. And it's like, well, if we are superior there, where have we gotten away from that? The way that we're wired, the way that we're supposed to do things, the way that we hunted and we gathered. To get into a space now where we are living life quickly, where we're trying to make results happen quickly, where we're not satisfied with, hey, this is going to take some time to train and develop that individual.
Hey, this is gonna take some time on that handoff or that acquisition. Hey, this is gonna take some time when we're trying to scale, or we're trying to expand or open another location. Those things take time, and time is not a bad thing. It's actually the most valuable one. And the way that you manage your time well is by building something that has endurance and making sure that you have the endurance to outlast the trend, the fast fashion, if you will, right?
The tempo of everybody else in society. But I think what drives people this way, Joe, is they don't want to run with endurance because there's fear. There's fear that if I don't move fast enough, I'm going to miss out. And most people are afraid of being irrelevant. So they don't build things with endurance. They build things to be relevant right now. And then you have this whole thing where it's like, man, they were an overnight success.
And it's like, no, they weren't an overnight success. They were doing this every single day when nobody watched them for 10 years. You know, they were doing this every single day when it was boring. You know, you and I were just talking recently because you're a friend of mine about golf. And it's like, it's doing the slow motion things every single day consistently versus trying to get out there and, and, man, how fast can I get to bombing 300 yards?
Or, you know, with a driver, it's like, nope, can I take a 7-iron and make sure everything is right? Let's go slow, let's stop. You know, some of your favorite golfers— Tiger Woods, Rory McIlroy— they still— let me pause at the top, let me see, let me check, let me come down slowly, let me make sure my hips are right, and pause at the top, let me go all the way back, let me hold it here, let me turn my wrist over.
It's those things that make them great. So it looks like, man, like, bro, Tiger's just so elite. And it's like, yes, he is. But he's also been playing consistently since he was 2 for hours on hours on hours. I saw somewhere that like a routine of his looked more like 6 days a week, you know, 2 hours a day. Tiger is like, that's before his workouts.
That's before his like physical training. That's just, that's just mechanics. He says, I make 1,000 contacts per day, Joe. Yeah, that's crazy. Like, I'm gonna putt 300 times. He said on tour. That's on tour. It's like, yeah, I'm gonna putt 300 times, I'm gonna drive 300 times, and I'm gonna do, you know, some intermediate to short range work and chip and like everything else with the other 400 every 7 days a week.
It's like, but he's built to last. It's— that's what— that's how you have a dominant run. That's how you show up overnight. It's because you have said, I'm gonna run my race Whatever my race is, not somebody else's. I'm gonna be the best service advisor I can be, but I'm gonna build this in a way that I can keep being the best service advisor 2 years from now, 3 years from now.
Yeah, the business analogy or connector there for us is gonna be, you know, Todd's favorite phrase is scale to fail, you know, like, and so everybody in our industry, once you start to have a successful shop, I've seen it so many times, and I try to warn people against this, is it's like the phrase, You gotta nail it before you scale it, you know?
So they'll, everybody likes to talk about how many stores they have. They're like, but they don't talk about profit or they don't talk about, you know, like revenue or like anything like that. They'll be like, oh yeah, I'm, because there's kind of like maybe, and if you're listening to this, please don't get mad at me or if I'm not talking to you, you know, specifically, but sometimes I think there's people who maybe have like a little bit of an insecurity.
Like, cause it's, cause when you talk to people, they're like, what do you do for work? And it's like, I'm a mechanic. You know, I think some people don't feel the pride in that like I think they should. And, you know, I even felt this early in my career. It's like, oh, I work at a shop. But then like a couple years go by, we had multi-unit, and it's like, oh, we have a chain of shops.
And so it's like a status thing, and a lot of people are chasing that, and they'll be like, oh, I have 11 stores. And if you have 11 stores, you're probably doing pretty good. But like a lot of people, like they just try to grow really fast to kind of present that they have this like big company. And it's like, okay, but what's your revenue?
Like, what's your profitability? Like, are your technicians making money? How are you gonna grow? You know, all that. And so we call it scale to fail. And so Todd's whole philosophy is at the beginning, he was like, I wanna do one spectacular business, one store per year for free, for like, we did it for like 4 years, you know? And then once we've got it all built, then we can, you know, go, basically we had to go slow at first so that we could go fast later.
And somebody who famously did this is Sam Walton. I don't know if you ever heard of him, Walmart. Yeah, yeah, no, small up-and-coming guy. Yeah, yeah, up-and-coming guy. I don't know the exact numbers. I'm totally gonna botch this, but it was something like, it was something like for 17 years he only had like a store or a handful of stores. And then he launched Walmart and then he, like in the next 5-year window, he went to like 30 stores.
Like he like, and then 10 years later he had like hundreds of stores. And so it's like, you might look at them and be like, oh, overnight success, how do I scale to 100 stores? It's like, you're not gonna like the answer, is crush it in one market for 20 years and figure everything out that you can, and then launch Walmart, and then now you've scaled.
It's like, it just doesn't, it's not a freaking, let me, I'll hand it back off to you, but one of my favorite verses in Proverbs, you know I love my Proverbs, is Proverbs 13:11. Yep. It said— this is a New Living Translation— says, wealth from get-rich-quick schemes quickly disappears. Wealth from hard work grows over time. And I totally buy that. It's like, it is— you don't get in shape over a weekend.
You get in shape over 5 years by making it who you are from hard work that grows over time. So that's exactly right. It's so true. And you don't— you know what else, Joe, is you don't lose what you've gained after working out for 5 years. Overnight either, right? So that's a good point. It's like, I, I got the six-pack, I'm not gonna lose it because I went on vacation, you know what I mean?
Like, I got the six-pack now over 5 years, over 3 years. I'm not gonna like go on vacation and finally eat tacos instead of chicken and rice, you know, for— yeah, you know what I mean? Now that I've dialed in my diet, like, I'm not gonna lose the abs and the muscle and the strength. And like, this is what I worked for.
And, and then when I get back and I'm consistent again, like, I don't lose it. That's the key. That's what this proverb is saying. You know, there's a, there's a saying, again, I've talked about this on previous episodes that, you know, I come from a military family. So I have a lot of like tactical military mantras and stuff that I've always been taught and obsessed with.
You know, it's funny how like both of us have dads that have given us different, you know, advice from different perspectives. My, my dad, you know, was again in the US Navy, but there's a tactical phrase that the military uses. They say slow is smooth, and smooth is fast, right? Because again, it teaches you to focus on being precise. I would rather you, you move slowly to be precise so that we don't make mistakes than to move fast, be sloppy, and then now we got to go back and unravel.
Because now that is fast because we don't have to backtrack. We don't have to go cover up things. We don't have to go fix things. We don't have to go undo, you know, um, damage that was done. We know that when we do it, it was done the right way. So now we can move on to the next thing versus if I go fast and I get that objective done, but I skipped all of these steps, and this was an issue, and that was an issue, and this was damaged, and this was ugly, and this was not right, and this wasn't presented well.
Well, now guess what? Now I got to spend more time instead of moving on to the next objective, going back to clean up the details between where we started and where we ended on this last one. Slow is smooth, smooth is fast. You know, it's so special, I think, and scripture backs this up. You know, I want to read out of Galatians because there's a, there's a A verse that says, let us not grow weary in doing good, for at the proper time we will reap a harvest if we don't give up.
That's Galatians 6:9. That's all timing. Let us not get tired of doing good, for at the proper time— it doesn't say immediately, it doesn't say if you do it quickly, it says at the proper time you will reap a harvest. You will receive the gain, you will receive the reward. It will be ROI positive. If we don't give up. You can't give up in the 5 years when you're trying to get the abs.
You're like, man, I don't got a 6-pack yet, man. Like, well, my guy, like, you had 300 pounds to lose. Like, it's not— yeah, it's gonna take some time. That's not a shame. That's not a knock. It's just going to take time. But if you're building and running this race with endurance, you can guarantee that you're gonna get to wherever that proper time is that's mentioned in Galatians.
If that proper time is 5 years from now and you don't give up, I can, I can promise you listening, you're gonna get there. If it's 10 years from now, if you move slowly enough, if you do this with endurance, whoever's listening, I can promise you whatever that proper time is, you're gonna get there. You just have to be consistent and do this at a pace that you can sustain.
I don't think people talk about pace enough. You know, we want to go speed, but I think we have to say, hey, let's pace this. We have to have a pacer when we're talking about a marathon like we talked about. There are pacers when the people are training, they're wearing like bright orange highlighters. And, you know, jerseys that are running on top to let you know, hey, this is where you need to be to stay at this amount of time, or hey, we need to slow down so that you don't burn out.
You need something to control your pace so that you can cross the finish line. Wherever that finish line is, is it 10K from now? Is it 20K from now? Is it 2 stores from now? Is it 5 years from now? Is it 100 employees from now? Wherever that is, is it a certain revenue? Maybe there's a, there's a, there's a certain, you know, profit margin you're trying to hit.
It's going to take time. But if you don't build for endurance and you build for speed, Joe, I can promise you that you may not make it there because you'll burn out before you get to wherever that proper time is. Yeah, I mean, it's— Todd says it like this, he's like, you gotta bury your head in the sand for 5, for 5 years.
That's, it's his, that's, it's like bury your head in the sand, like ignore everything else and focus on your career for 5 years. Obviously, you know, you want to take care of yourself and like take care of your family, but he's like, man, if you just learn this, yeah, it's like the, the security of knowing like, man, I've got this. It's like it takes 10,000 hours though.
Yeah, you know, it takes, it takes some mastering time, but once you master it, you know, in, in our, in our career, in our business, like you got it for life, you know, you know it. You can't unsee it is what he says. And so, you know, something I wanna touch on is, you know, I think there's, I think I've heard somewhere that 30% of entrepreneurs have ADHD or something, or maybe it's like 70% or something.
I certainly fall into that category. And one of the side effects of that is I like to call it shiny penny syndrome, which basically means like, You know, you're an entrepreneur, you have all these ideas that are gonna change the business, and they're gonna be the silver bullet, or they're gonna like, you know, it's like a, it's basically a penny. You're chasing the penny, you're stepping over the dollars to chase the penny.
And I never wanna like discourage people's ambition when they have certain ideas, or certain like new angles at how to solve a problem, but everybody in training in our business, they kinda want the silver bullet, the new software, the new script that's gonna like, work better and help us grow the business. But whenever we get off track, Todd always says the same thing.
He's like, it's the basics. Like, it is literally the basics. And just only do that for 5 years, you know, for, for whatever the timeline is, right? With endurance, kind of like you're saying. And we always paint the picture of like the weight room. Yeah, I know we talk about sports a lot. It's like, yeah, how do you actually get in shape?
Like, there's 10,000 marketing campaigns for like yoga and Pilates and like all these extra things, but it's like, you go to the gym, you sleep, you eat good food, you don't drink alcohol, and pretty much do that for like 5 years and walk 10,000 steps. There's no silver bullet. It's like, let's just get back to the basics here, you know? And we think about that in the business the same way.
It's like, just stay focused, hit the, you know, slow is smooth. I love that. Slow is smooth, smooth is fast, and just execute over and over and over again. And that's that's how you, uh, that's how you run the race with endurance. So I think that's really great. Yeah, absolutely. I, I agree. And I think, you know, to me, maybe we take it out of sports for people who are like, man, you guys talk about sports, I don't know anything about it.
Let me make it a little bit more practical. You know, a third of all vehicular injuries or fatalities are because of high speed? Oh, I buy that 100%. Yeah. And at 70 miles an hour or higher It is a 100% fatality rate. Like if there's an accident at 70— really? Is it 100%? 100%, bro. Which is crazy. That's, that's wild. So if a large chunk of all deaths that happen in a vehicle are not, you know, oh well, somebody got hit on a bike or somebody was walking on foot, it's, it's, it's high-speed situations.
It's telling us something because I don't think there are a lot of deaths that happen because of slow speed. Like, nobody is saying, like, man, I was driving in a school zone and I hit somebody else in a school zone in their car. And like, man, like, I can't walk anymore. It's like, no, like, do we call those fender benders? Or like, man, now we traded paint, or, you know, you scraped the side of my car, or— because you can recover a lot easier when you're moving slowly and moving within your— moving for endurance too.
And the recovery side of all of this is important too, Joe. Because it's not a matter of if you make a mistake, it's when. But if you're building for endurance and you're doing things consistently at a pace that you can sustain, you also have enough time to go back and correct. You also have enough time to stop and say, hey y'all, I missed it.
I just want to apologize to our team. Like, man, I made that call on that initiative. Like, that was not a great idea. I just want y'all to hear it from me. And they're like, wow, like, I'm glad that we were moving slow enough where everybody could sit down and even hear an apology. But if you're moving fast, like, hey y'all, we missed that.
That was, you know, we're just gonna keep moving, but we got to cut everybody's pay. We got to da da da, you know what I mean? Like, you're now you don't have the equity. But again, when you build things for endurance, you have to do it at a pace that's sustainable. So let that encourage people out there. I don't want to just challenge them, you know, because— and I'll give you a practical challenge, but I want to also encourage people because, you know, when, when we talk about in Hebrews where it says let us throw off every obstacle and sin, everything that's hindering us is not necessarily bad.
It still could be a weight though. Like, it can be Things that you've committed to. It could be a speed you've committed to. It could be an insecurity you have. It could be a fear that you've bought into. You got to throw all of that off so you can move at a sustainable pace and you can do this for a long time, not just a good time.
So I want to give them a practical challenge this week if that's cool, right? Yeah. Number one is slow down first. I talk almost every week when we're doing these about going to get a journal. Please go get a journal and write these things down. So that you can go back and look at your progress. I want you to be able to celebrate you.
So slow down and write this question. Am I doing right now something that is good for today? Or will it still be good 8 years from now? When you put things through the lens of that perspective, it actually makes you say, man, what really matters? Like, yeah, am I Okay, it was good for me for this opportunity to say, hey, I'm gonna have my wife go pick up the kids, I'll get to them later.
Okay, sure. Like, you were able to have that meeting, but you got to the end of that meeting and then you realized that the meeting didn't even materialize the way that you wanted it to, and you still didn't land the contract, and now you canceled on your kids for something that you didn't even reap the benefit of. But what you can say is, all right, Will going to the park with my kids let us have a better time 8 years from now?
Will we be more connected when it's time to talk about relationships? When it's time for me to start teaching them the business because they're 16 now, when they're 24 later, you know, when it's time for me to start, will we have the equity because I'm building for the future to be able to sit down and say, you know, like the relationship that you have with your dad Joe is so admirable of like how many moments and conversations and stuff you get to be able to recall and replay.
It's like, because he was making decisions to say, man, like, when it's time, you know, I want to be able to have the equity to say, hey, I can teach you these things. And some of it I don't have to teach you because you're my son. We've invested that time when you were a kid, even when you didn't even realize it. Even though those sayings that you felt were like quirky at the time are now like your North Star for how you treat people and how you do business, you know what I mean?
So, right. I want people to write, am I doing something that's just good for today? Or will it still be good 8 years from today? And run everything you can think of through that filter. Run the way that you operate, the way that you talk to people, the amount of meetings you have in a day. Look at your calendar and ask, is my calendar stacked like this good for today?
Or will I be— will I need antidepressants in 8 years? Or will I need— you know what I mean? Like, you have to ask yourself that through those questions. So let that be a challenge for people It's like an investment, you know? We talk about that to our team, like buying, you know, if you're buying a stock, it's like, who cares what is in the news today?
It's like, would you hold it? Would you wanna hold it for 8 years? You know, do you wanna hold this stock? It's like, for 8 years, is the work I'm doing in the business today gonna be a good investment 8 years from now? And I think you can apply it to your family, your whole life. So man, that's great stuff. I think we're up on time here.
Devonte, as always, you're the man. Do you want to pray us out as we go into this week? Absolutely. Dear Heavenly Father, I thank you so much for everybody listening this week. God, I thank you that they are going to build with the end in mind, with the future in mind, 8 years from now, but ultimately eternity, Father, because we know that you are the one that's gifted us with all of these things and all of these resources, relationships, and business and access.
So Father, I pray that you would be pleased so that we would build with eternity in mind as well. Help them today be closer to you, closer to each other. In Jesus' name, amen. All right, well, happy Sunday everyone. Uh, let's go into the week. Uh, let's do— let's run the race with endurance. We'll end with this verse, uh, number 6. May the Lord bless you and keep you.
May the Lord make his face shine, shine upon you and be gracious to you. And may the Lord turn his face towards you and give you his peace. Let's make it a great week. For more information, reach out to Todd Westerland at 925-980-8010. To, or visit autoshopanswers.com. You can get more information about Key to Key to Callbacks, uh, Courtside. We have a VIP Rack Attack Day where you spend an entire day in the trenches with our team learning this perfected business model.
Uh, we offer leadership classes, we have an AI Academy, and also get more information about Auto Shop Callbacks. Uh, we have auto tech training. We are literally your one-stop shop. Once again, that number for Todd Westerland is 925-980-8012.
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Share your story with us at info@wearetheinstitute.com, and you might be featured in an upcoming episode. 👉 Unlock the full experience - watch the full webinar on YouTube: https://youtu.be/7M70n_DfTDg Don’t miss exclusive insights, expert takeaways, and real talk you won’t hear anywhere else. Hit Subscribe, drop a comment, and share it with someone who needs to hear this! Links & Resources: Want to learn more? Click Here Want a complimentary business health report? Click Here See The Institute's events list: Click Here Want access to our online classes? Click Here ________________________________________ Episode Transcript Disclaimer This transcript was generated using artificial intelligence and may contain errors. If you notice any inaccuracies, please contact us at marketing@wearetheinstitute.com. Episode Transcript: Ask Me Anything Car Count vs. Profit - Why More Cars Doesn't Always Mean More Profit Lucas Underwood: What is up, everybody? Hey, y'all. It's Lucas Underwood from the Changing the Industry podcast and L&M Performance here in Blowing Rock, North Carolina. I am joined today by the one, the only, Mr. Cecil Bullard. We're gonna be talking about car count versus profit. Cecil, how are you today, buddy? Cecil Bullard: I'm doing fantastic as usual, Lucas. Lucas Underwood: Very good. Very good. So Cecil, one of the, one of the things I'll never forget, I taught a class at a industry event one time, and I had been in another class where the person was talking about do whatever it takes to get them in the door, and they'd been in a shop, and they were in their own shop, and the, the advisor had turned down a car at 4:00 in the afternoon that came in for a coupon oil change and wanted to wait. And so she chased the person back out into the parking lot and said, "No, no, no, no, no, we'll get you in. We'll make it work. I'm gonna pull a technician off something else. I'm gonna put them on this," and fired an advisor over it. And I've, I'd been in that class, and I'm talking about that in this training, and that person was sitting in the back of the class and I didn't see Cecil Bullard: him. Yeah. Lucas Underwood: And, and the thing that I said about it was this, is I said, "Listen, one of the most impactful things that I've ever experienced was being on the other side of an experience like that as an advisor, as a technician, what it feels like to feel that kind of pressure and why we shouldn't do that to our people And so I know there's been a massive movement, movement in the industry that's pushing people to say yes to every car that comes in the door. Doesn't matter what it is, just more cars, more cars, more cars, more cars. And I have had a very, very different experience than that. I am someone who has experienced a higher ARO with less stress and less pressure on our people, a better experience for the client, and I have found that that works best for me. And I'm not saying it works best for every organization, but I wanted to dig in with you and talk a little bit about this. Are you a say yes to every car man, or are you a balanced car count and balanced ARO man? Help me understand. Cecil Bullard: I think there's a, I think there's both, frankly. Um- Okay ... it, it has to make common sense, and I think you're really talking about two different things. So first of all- Yeah ... you know, before you fire someone for not doing what you want, does the person really understand what you want, right? Yeah. I mean, is that, is that well defined? Did the guy know that no matter what, I have to bring that car in? Uh, you know, so at 4:00, your service advisor made a decision. He'd made promises to other customers that they would have their cars. Yeah. And instead, now you're jumping in the middle of that and you're saying, "Well, I'm gonna fire this guy because he turned down a, a discount oil change or whatever." Yeah. Maybe a dis- and it- maybe a dis- you know, the guys, the discount oil change guys would say, "Well, yeah, but we do discount oil changes 'cause it leads to other sales." Lucas Underwood: Right. Cecil Bullard: But so that's one thing, you know? I- I- is the person who works at your counter... Um, I, I was in, uh, North Carolina. You saw me last week. I was on the road- Yeah ... for four da- after one of my meetings, and this happens a lot, one of the kids came up, young guy, uh, looked like he was about 14, but he was probably in his 20s, and he's like, "I'm a third generation. My dad runs the shop, but, but you know, my dad, he's getting in the middle of everything. It's really hard." And, and, uh, I, I always say you work for someone, they write you a check- You have to make a decision about what you're willing to put up with or not put up with, right? For sure. As an, as an employee, right? Lucas Underwood: Yep. Cecil Bullard: And so when you decide that I, I wanna work here and I wanna take the check, i- in a way you also decide I'm gonna follow the rules of the company, whatever those are. Yeah. Whether Cecil agrees with them or Lucas agrees with them or, or whatever. None of that really matters. What matters is that the person that's writing you a check is, is basically saying, "This is how I wanna do it," right? Lucas Underwood: Right. Cecil Bullard: And, you know, behind the scenes, we can have all the arguments we want. We can sit down and go, "I don't think that's correct." Um, a- a- but until the owner changes their mind about how we do this, then you gotta do- That's how business Lucas Underwood: runs ... Cecil Bullard: you gotta do how, what the owner wants. And so if that employee got terminated legitimately because- Yeah he knew better, then I'm, I'm fine with that. I, I, I think we have a craziness in our industry. I think we've all lost our minds because You know, you, you look at car count, car count. I mean, that's everybody's... That's like the mantra, right? More cars, more cars. I'll make money if I have more cars. Yeah. Well, that's, that's not necessarily true. It's never been true, frankly. Lucas Underwood: Right. Cecil Bullard: Right. You know, we have these shops. I mean, I can't tell you how many times, you know, having done seminars in the industry for well over 20 years and, and, and worked with automotive- thousands of automotive shops, we have these shops that come in, they're doing $2 million a year worth of business and losing money. Lucas Underwood: Yeah. Cecil Bullard: And, and so... And we also have shops, frankly, that are doing, you know, uh, 700,000 and losing money, and, and I'm pretty sure there's shops out there doing 10 million and losing money. Yeah. Uh, there's a balance and there's a way to run your business that is successful, right? Yep. Lucas Underwood: Absolutely. 100%. So- And, and look, h- I, I'm gonna, I'm gonna take a play directly from the Cecil Bullard playbook, okay? Hey- I'm gonna pull the play straight out of the playbook because you said something that I think we need to address right here and right now, okay? We Cecil Bullard: lost our minds in our industry? Lucas Underwood: Well, I mean, you would've had to have had one to have lost it, okay? You have to have something to lose it. So, I, the industry in that sense, we're in trouble. But, you know, th- this brings up something that's completely off-topic and, and I'm just gonna ask you what you think about it. There's all these technicians who are really upset right now, right? They're, they're very disgruntled, and it's primarily in the dealership space, right? You know I make these videos and they come out- Yeah every single Tuesday, Thursday, Saturday and Sunday. Yeah. And these videos come out, and all these dealership guys get so upset and so mad because they think that I'm talking about the dealership space. And I keep saying to them, like, you set the terms for what you're willing to accept in that, that job, in that role as an employee, and if you don't like the job, for God's sakes, leave. Cecil Bullard: Yeah, there's- And if Lucas Underwood: everybody leaves- Cecil Bullard: There's so many... There, I mean, you know, I, I think if you got a thousand shop owners in a room and you said, "How many of you need a good technician in your shop?" You know, 999 hands would go up, right? Yeah. Um, the, the... And, and yet we have these techs that are so miserable in their lives, in their sh- in the shop that they're at, and the, bec- the owner doesn't pay me, doesn't appreciate me, doesn't whatever, or she doesn't- Yeah or whatever. Okay, Lucas Underwood: cool. Why Cecil Bullard: are you there? Go somewhere else. Right. I mean, holy, holy crap. Um, yeah. I'm with you, man. I mean- I am like, uh... And I was t- I talk about the level of incompetence you're willing to accept. I, I do that- Yeah ... with owners because, you know, nobody's gonna be Cecil, right? Yeah. And by the way, in Cecil's head, in my brain, I think I do it right all the time. Right. Yeah. I mean, there's a piece of me that knows that's not true, right? But we're all a little- Sure ... insane in some ways, and we think that, you know, we, we know how to do things, and we think that our way is the right way. And, and, but as an owner, I'm gonna work twice as hard as pretty much anybody else, you know? Yeah. If it... I, I was talking to one of our, um, our marketing people. I, I used to print our workbooks, and I used to write our workbooks, and I used to edit our workbooks. Yeah. And, excuse me. I don't, I don't do that now, but I was, I was talking to her and I said, "You know, I used to be here at 2:00 in the morning-" Lucas Underwood: Yeah Cecil Bullard: printing workbooks because I had a class the next day that I needed the workbooks for- Uh ... and putting them together. 100%. And now I'm really glad I don't have to do that. Lucas Underwood: But- We, you know, we got a, we got a review the other day b- at the family business, and it said, "The owner was in there serving food." And I wanted to reply and say, "Yeah, because, like, I gotta do whatever I gotta do." 'Cause Cecil Bullard: everybody quit, and, and I'm in trouble, and I c- I'm the only one. Otherwise, I wouldn't be there. Lucas Underwood: Right. I've gotta do what I gotta do, right? Yeah. Like, this is how we're gonna survive. And, and I, uh... What is it that old Dutch always says? Like, "I'm paying for the blessings of tomorrow with the sacrifices of today." Of today. Whatever it takes. But Cecil Bullard: we a- you know, a- and so you, you create the level of incompetence. And I would say from an owner's point or a manager's point, you say, "Okay, in that position, I'm willing to accept 3% warranty," right? Yeah. So I've got a tech, I'm willing to accept 35 hours a week as a, okay, that's, like, you, you, you hit 35, you're, you're still in my good graces. You- Lucas Underwood: Right ... Cecil Bullard: you only have 3% warranty, you're still in my good graces. But, but also employees have to do the same thing. I mean, you have to decide, what am I willing to put up with? Am I willing to put up with- Yeah ... crappy pay? Well, if you do, and you take the check, and you keep taking the check- Lucas Underwood: Ain't Cecil Bullard: nothing gonna change then shut up. Right? Right. I mean, stop bitching about it. And we're, we're a, an interesting industry. Like you said, maybe we never had a mind, but- Lucas Underwood: Yeah ... Cecil Bullard: you know, we, we, we constantly eat our tails, you know? Yeah. We constantly bitch and bitch and bitch, and, and we don't W- I don't even think we fully understand. So, you know, I'm pretty sure if, um, if, uh, uh, Aaron Stokes was still alive and, and we had Aaron on this, Aaron would be saying, "Yeah, you say yes, and you say yes because of this, this, and this," right? Yeah. Because that was w- that's one of their philosophies, was that yes philosophy. And on the same time, I would be saying Yeah, but sometimes you gotta say no. Yeah. Because you've already made promises to other customers because you're pulling a guy off of a $5,000 job that he could finish up- Lucas Underwood: For a $29 Cecil Bullard: oil change ... and you're gonna have him do a, an oil change where you're gonna lose $35. Lucas Underwood: Yeah. Cecil Bullard: And then he's gotta come back to the $5,000 job, and he's gotta get his head back in the game. So now you've increased the odds of, of mistakes happening, comebacks, et cetera. And so I think there's a point where you say to the customer, "Look, you know, we, we would love to do that oil change for you, absolutely. Only I can't do it tonight, right now, because my techs are all tied up on other jobs, and we've made promises to customers." Absolutely. "And I'm pretty sure if you were one of those customers who I made a promise to, you would not want me pulling the tech off of your car to do someone else's- To, to do that ... service or whatever it is, right?" I, I think- And it's not even about a $29 oil change. If it was a $300 oil change, I still wouldn't pull my guy off of a $5,000 job- Yeah at 4:00 to do that oil change. Lucas Underwood: I, I think it's easy, right? Like, so, so my vision of leadership is, is my job is to create a awesome environment for my internal customers, my employees. Right. And, and currently I'm not in the shop that much, so it is my managers' job to create an amazing experience for them, and then they in turn create an amazing experience. The desired outcome is a safely and properly repaired automobile for our consumer that is safe and reliable for them and their families. Or that, that's what we're trying to accomplish, and we have the guardrails which say, "Here is the, the metrics of profitability that we expect, and so you guys stay within these guardrails. Here's where you're going. This is the roadmap. This is what we want." You saw the roadmap. Well- I've, I've got it on the whiteboard, right? Cecil Bullard: Yeah. And so- And you're also not, you're not setting yourself up for success here, right? I'm, I'm bringing a, a $29 oil change. So I'm working with, uh, big old tire guys, uh, not, not the big company, but a guy who owns three locations. Yeah. And we're doing free tire rotations and free brake inspections. Yeah. We're doing hundreds of them. You know what we're selling? Probably Lucas Underwood: nothing. Nothing, Cecil Bullard: right? Lucas Underwood: Right. Cecil Bullard: Because we're so busy doing the tire rotations and brake inspections, we forget to look at the car. We don't have time to get to the Lucas Underwood: actual work Cecil Bullard: that they could approve. We, we forget to estimate the work and, and we don't have time to have a conversation with the customer. Yeah. And so I'm, I'm literally going... I said, "Why, why do you guys do free brake, uh, you know, inspections, free tire rotations?" Yeah. He said, "So we can look at the car." Well, you forgot that- Does it matter if you're not getting the end of it? somewhere along the... Yeah. So now I'm gonna bring this, this oil change in, and we'll get to that question in just a second, but I, I just have to make the point. I'm gonna bring this guy in at 4:00. It's a waiter, you know? Yeah. Uh, we're gonna service the car, and if I have a good technician do a good inspection, we're 35, 45, 50 minutes in. So now we're pushing 5:00 Then we will find stuff on this car that needs to be talked about. Customer may not buy it, but it needs to be talked about. The whole reason I'm doing the cheap oil change is to get the guy in so I can look at the car and try to sell him the things that he really needs, right? Lucas Underwood: Yeah. Cecil Bullard: Except now it's close to 5:00. Is that customer gonna sit for another 15, 20 minutes while- Lucas Underwood: Yeah ... Cecil Bullard: my service advisor estimates the work, and then is he gonna sit for another 15 or 20 minutes with my service advisor after that to discuss what he needs- In- ... so that he can make a good decision? Lucas Underwood: In this instance, the, the, their theory was is like just, just find one thing wrong with the car that will make them leave it, and then do an inspection and provide the inspection later. I didn't feel like that was very kosher. Cecil Bullard: It's not my, it's not the way that I would- Lucas Underwood: No, I didn't feel like Cecil Bullard: it ... I would approach it. And it's certainly, it's certainly not the way that I would teach. I don't wanna have three phone calls with you, right? Yeah. Or three meetings. I don't wanna find one thing and say, "Oh my God, your, y- you know, your oil leak is coming out of the, the whatever timing cover so badly, we've gotta do your timing cover, and it's gonna cost X, Y, Z." And you go, "Okay, you know, I've seen the leaks. Do it." Yeah. And then you leave And then I go, "Oh, and now we've had time to check the car over, so here's another $5,000 worth of crap." Right. I don't wanna have that. I wanna have one conversation. I don't wanna have three or two, right? Right. I may have two because when we get in the middle of stuff, uh- Yeah we may find something- My vein's gonna have to- ... that are related that, that we can't see at that point in time with a basic inspection. But I certainly don't wanna have three conversations. And- Lucas Underwood: Yeah ... Cecil Bullard: and I think you're, um... Everything is i- with a client is about how does that client feel about us, right? Lucas Underwood: Yeah. Cecil Bullard: And that experience with us. And, and so by telling him yes, I made him feel good, okay? So yeah. Tell him, any, anytime you tell someone, "No, I, I really can't do that," if that's all you say, you're in trouble, right? Lucas Underwood: Yeah. Cecil Bullard: Or no. Uh, nobody wants to hear no, right? Yeah. "Oh, my gosh, I would love to do that for you right now, but unfortunately there's just not enough time, and if we did it right now, we wouldn't do you a justice. We wouldn't be able to-" Yeah "... inspect the car. We wouldn't be able to tell you about what's going on with the car. You would not have the information you need to make intelligent decisions, and my whole job is making sure that you have the information you need to make the right decisions about Lucas Underwood: your car." Is advising you, being your advocate. Cecil Bullard: That, that's what I do, right? Yeah. And so this, this yes mentality and this car count thing of just driving as many cars through. We... I watch... I'm a numbers guy. You, y- everyone in the industry kinda knows, you know? Cecil understands the numbers or thinks he does. And- Yeah and I watch shops drive car count, and as they drive car count, I watch sales go down. I watch- Yep ... average repair- Yes ... orders go down. I watch mistakes go up. Employee satisfaction Lucas Underwood: go down. Cecil Bullard: Yeah. The whole nine yards. Employees are, are running around- Yep ... like chickens with their head cut off. Yep. There's a lot more inefficiencies that, that happen in the business. Yeah. And so if you, if you run a shop and you really pay attention, you'll learn where your sweet spots are, right? Yeah. Where does the shop make m- the most money? Where does the shop create the most happy clients? Where does the shop create the best average repair order? You know? Yeah. Those things that matter to me. And then where does the shop create the most profit? Because y- I, I have to, I have to be profitable here i, in the short term, and frankly, in the long term. Yeah. Otherwise, I, I have to go work f- For somebody else, and I'm not employable Lucas Underwood: Right. I, I'm the same way, and I, I think it's important, right? O- one of the things that I'm bad for doing is painting with a broad brush. Yeah. If you own, own a tire store, right? And, and you can turn hundreds of tires a day, that, that's a different model than what we're discussing. We're not talking about a high volume just tire store or something like that. That's a very different model. But even then, these same practices work in that tire store the same way they work in, in a mechanical shop. Cecil Bullard: And- Most of, most of the tire guys that I know are- Mm-hmm ... probably doing 50% tires, 50% um- Mechanical ... at least. Yeah. I mean, I know there's some that are 70% tires, 30% service, but I don't know of- Yeah ... any tires, uh, other than maybe discount tires, that are only doing tires. Just tires. Yeah And not getting into any of the service at all. Um- Lucas Underwood: Well, you know, I, I thought, I was, I've talked with Mark Ponz a lot. Brilliant, brilliant businessman, right? And, and one of the things that I always learned from Mark was, was, "Hey, watch the way we do tire business," and then we kinda shift gears in the mechanical business. You have to. It runs a little bit differently, right? Cecil Bullard: It's a different business, right. Lucas Underwood: And so you've got your tire team that's out here just nailing the tires out, and that's what they do every single day. And, and I've, I've, because of ASEA, I've had some amazing opportunities to work with some of the best tire men in the entire country. Cecil Bullard: Yeah. Lucas Underwood: And, and I always, I was the guy saying like, "You can't make it with tires." How do you make it? And then I meet Mark Ponz and I'm like, "Whoof. He did more than make it with tires." Cecil Bullard: Holy smokes, you can make a lot of money with tires. Yes. But- Lucas Underwood: Yes ... Cecil Bullard: it's a different margin, it's a different business. Lucas Underwood: Yeah. And it, it's ran differently. Cecil Bullard: Yeah. Lucas Underwood: And so, you know, I found my sweet spot to be three cars a day per tech, somewhere between $900 and $1,100 on my ARO. That, that's my sweet spot. That's where we run. That's where things work. We get too much higher than that, we start getting into very complex jobs. And, and listen, I talk to a lot of shop owners, "I got a $3,000 ARO. That's too high." And they're like, "What are you talking about that's too high?" Well, Cecil Bullard: if, if you're a diesel shop, it's not. For sure. If you're a European shop, you're pushing the edge. But- For Lucas Underwood: sure ... Cecil Bullard: but if you're a general repair shop, it's, it's too high, right? Lucas Underwood: Exactly. It means you're Cecil Bullard: doing engines and transmissions all day. It also means you're doing a lot of heavy duty work. Engine repair. And if you're doing a lot of heavy duty work, the margins and the matrixes that- You currently would have in place normally that would be taught to you will never work for your business- Yeah to make the profit you need. Lucas Underwood: Exactly. Right. You're 100% right. You're 100% right. And, and I think that's why, you know, it's like when I talk to folks about coaching with the Institute, I'm always saying, "Listen, there is no cookie cutter model that fits every shop." Like, this is a- I think there, Cecil Bullard: I think there is, frankly. I mean, if you say, "I'm a tire store," there's a model that works best. Yeah. If you say, "I'm a- I don't Lucas Underwood: disagree ... Cecil Bullard: I'm a discount store-" I don't disagree with that ... there's, there's a model that works best. Yeah. But, you know, I was... A- and again, I, I have never run a discount store, so I've never done- Yeah ... a cheap oil change or anything cheap. Or frankly- Right ... I'm, I never, when I was running shops, I never was a discounter. So- Yeah ... I don't understand that model. And I know some guys, however, that run really discount. Yeah. I've known some guys in my life. And, and their model works for them, only their techs are usually, uh, pretty transient because- Yeah they're just- Discount model, that's it ... they're not paying them enough, and they're running too many cars through, and that's, their service advisors can be somewhat transient in that business, and their customers can be somewhat transient in that business. Yeah. So the other part of that is if I'm running a discount model, I have to keep really hounding- Yeah marketing. Tha- those are the guys that are also saying you need to send out 10,000 to 40,000 mailers every month so you can bring- Yeah ... these oil changes in, so you can do enough business to- Here- ... you know, to be profitable. Lucas Underwood: Here, here's my thing, though, okay? When, when we look at the numbers, right? When we look at the financials, because I talk to Eric Jordan all the time at Geisen. Cecil Bullard: Yeah, yeah. Lucas Underwood: And I'm like, "Dude, I... You know where I was at, I didn't have clean numbers." I, I ran through a, a spell where we didn't have good bookkeeping and, and our numbers were a mess. Cecil Bullard: Yeah. Lucas Underwood: And it's impossible to run a business without good clean numbers, right? And so what I'm saying, though, Cecil, is that without good clean numbers, without good clean data, there is no model that's gonna work. And I think that when they have good numbers, that GP number that you have to hit every single month to pay the bill- Cecil Bullard: Yeah ... Lucas Underwood: what, what the shop down the street's charging- They don't, they don't- ... is irrelevant to you. Cecil Bullard: Yeah. They also- Lucas Underwood: What you have to make is what you have to make. Cecil Bullard: If you don't have clean numbers, you make mistakes. Yeah. And you make bad decisions. So, you know, imagine- I've made bad Lucas Underwood: decisions with clean numbers, Cecil. Cecil Bullard: Yeah. Right, yeah. But, but, you know, imagine that we brought a new car in or a, you know- Yeah ... a four-year-old whatever, and we didn't have a scanner, and we couldn't get the data- Yeah ... out of the car, and so now what are we doing? Now, now it's the, you know, well, I, I, based on my experience, I think, or- Lucas Underwood: Yeah ... Cecil Bullard: you know, my tech is saying, "Let's- Yeah ... place re- let's rep- replace these six parts. Maybe that's gonna solve the problem." Yeah. I, I don't wanna be that company. I wanna be the company that says, "I know exactly what's going on with your, with your business, and- Yeah these are the three or the five things that we can do that will really improve your business and- Yeah ... put more money in your bottom line, create more happy, happier employees, happier- uh, clients, et cetera. For sure. Um, we do have a question. Let's- Yeah. Kyle ... let's get to the question. 2020, Kyle. I know that this is supposed to be ask me questions, so, and I've al- I have kinda read the question, but I'll let you read it. I read it myself, so. Yeah. " Lucas Underwood: I'm a mobile programming and testing company netting 8% currently." Now, Kyle is a, a fairly new company, very proud of him, doing awesome things. "My GP's 55% per RO, but my car count is only about 10 per week, so two a day. Should my next step be more investment into marketing or jump into coaching to maximize what I currently have?" Cecil, what do you think? Cecil Bullard: Well, I would, I, I, I would lean on the coaching side, and here's why. Lucas Underwood: Yeah. Y- Cecil Bullard: you're supposed to be making net 20, and your gross profit is off by, uh, what is that? 12, 14 points. Yeah. I mean, I need 62 to 64% GP. Lucas Underwood: Yep. Cecil Bullard: And I need to know where that's missing. For sure. And what I have to do to get that. So you can bring more cars in at this point, and you'll st- and, and if you maintain a, a net eight, you're just gonna... If you wanna make tw- you know, the 200 K you told- A higher Lucas Underwood: net eight. Cecil Bullard: I wanna make, I don't know, I wanna make $200,000. At 8%, $200,000 is an awful lot of cars to work on, an awful, awful lot of places to make mistakes, and a lo- awful lot of liability. Yeah. At 20%, you know, $200,000 is a lot less cars, it's a lot less liability, and a lot less places to make mistakes. I- So for me, I, I'm, I might do both. It, it would depend on, you know... I mean, 8%, if you're doing, you know, 10,000 a month, okay, I'm making 8%, that's, in my opinion, that ain't enough to survive. You know, if you're doing 100,000, you might do both. You might, you know, get coaching, improve your margins, figure out where your business is going wrong, and then while you're doing that, you might improve car count and put a few more, you know, butts in seats so that I can make 20% on more people instead of 8%. Lucas Underwood: So here, here's my perspective, okay? So, so thing number one for me here Is that you're exactly right, and my reasoning's a little bit different. I would want to fix my net and I would want to fix my gross profit- Gross Cecil Bullard: profit ... Lucas Underwood: first before I started stacking more clients in the door, because now I'm gonna have more attrition because I'm changing my model midstream as opposed to narrowing down and polishing my model right now and getting my model right before I start presenting it to more people, right? Well, then- So, so I can set the expectation early. Cecil Bullard: Yeah. And if you, if you do that, you'll have happier clients that will continue- Yeah ... to use you and come back. And- Lucas Underwood: I Cecil Bullard: agree ... this is a mo- mobile programming guy, so his client is probably not, uh, like the end user. This m- he may be working with more shops. I mean, there's- Yep definitely more information I'd need in order to- For sure ... evaluate him. And, and he is- These are the five Lucas Underwood: things ... he's working with a lot of shops. Right. Cecil Bullard: Yeah. And, Lucas Underwood: and I think he's doing some mobile diag too. Cecil Bullard: Yeah. Lucas Underwood: But so here- But you're- ... here's the next question to that though, right? Okay. Because I think there's a lot of mobile diag guys out there, there's a lot of mobile techs out there, and, and that does lead us to that next question is, hey- Like I, I'm not... If I do a DVI, how am I gonna upsell something? Because I'm really just coming out to do the diag and program the vehicle. Cecil Bullard: Well, in, if I'm working with other shops, I'm not doing a DVI. We're, we, we are just there to fill a, a place. That's why- Yeah ... I never liked, like, uh, being the alignment guy for the 10 shops around me. Um- Yeah ... because when the car comes in, I see things that- Lucas Underwood: Wasted Cecil Bullard: opportunities ... that the customer should be talking. We, w- we need, I, I feel like- Yeah ... oh, my God, why aren't they telling the customer that, you know, your upper control arm bushings are falling out of the car, and- Lucas Underwood: Yeah ... Cecil Bullard: you c- I can't even align it, right? It, I, uh, uh, but it, I have different roles in, in different places. And, and if I am coming out to do programming and I'm the, I'm at the end user, the, you know, the client who owns the car, and I do a DVI, I might have an opportunity to sell additional stuff. But do I have the tools with me? You know, do I have the parts there? You know, do I have the equipment? Can I do it wherever I'm at, or do I have a place where I can take it and do it? I mean, there's a lot of additional questions and information, you know, depending on the model that you wanna build, right? I- And- Lucas Underwood: Yeah. I- ... Cecil Bullard: I don't think you should run three different models. I think you need to find the model that's gonna work the best for you, and that's the model that you wanna run, and you wanna run it as, a- as, as well as it can be run. Right? Lucas Underwood: I, I don't know anything about the mobile business, and I'm not gonna pretend to. But I, I think if it were me, right, what I would be doing is I'd be working with professional shops, and I'd say, "Hey, what I'll do, you guys get the cars you need programmed lined up. You get everything you need. In other words, do you have multiple cars that are gonna need programming? Do you have things? Try and get those all scheduled on a day for me. I'll come out, and I'll get the repairs made if you need me to do repairs. Whatever. I'll get diags done. But get me a day's worth of work," right? Cecil Bullard: Yeah, yeah, yeah, because I can't be moving around. I'm losing- Exactly ... my time, and time has to be billable no matter what. So either I gotta- Exactly ... charge... If, if I'm, if I'm working with five shops in a day- And I'm traveling around I have to shop Lucas Underwood: to shop, I spend as much Cecil Bullard: time and gas money Lucas Underwood: moving Cecil Bullard: Am I charging enough? Yeah, do, am I charging enough to cover the vehicle, the, the expenses- Yeah ... the, the gas, the rent, the, uh, excuse me, the utilities, the payment, whatever, uh- Yeah you know, or... Utilities, holy smokes. You know, I bet I'm, I'm thinking one thing, and it c- what comes out of my mouth is something else sometimes. Um- Lucas Underwood: We're used to it, Stace, so it's fine. Cecil Bullard: Yeah, it's all right. Guy's losing his mind. Um- You Lucas Underwood: never had one ... Cecil Bullard: and never had one in the first place. Um, but am I charging enough? And- Yeah ... and by the way, if I'm going to one shop and I'm gonna be there all day, that cost, uh, can be less for that shop than if I'm going to five shops. If I'm going to five shops- Yeah ... I have to cover all the traveling time and all the expenses that go with it. I've gotta charge more, otherwise I only make 8% or I only make 3% or whatever. I don't make my 20%, and I need my 20%. Lucas Underwood: I, I, I think, you know, to summarize basically where we've gone with this is, is like, the, the base numbers, the 55 and the 8%, are not fixed by increasing car count. Mm-hmm. So we fix those numbers first. Cecil Bullard: Yep. Lucas Underwood: And then, like, we, we get some of that dialed in, and we get the model dialed in, we get the efficiency dialed in, and then we work on marketing to bring more in if we need it at that point. But that's, I, I, that's how I would take it. Yeah. Cecil Bullard: So imagine you were, say, building houses, and you weren't charging enough, plus you maybe weren't building the house in a correct manner. All right? Yeah. So, and I, I build more houses, I create more liability- Lucas Underwood: Yeah ... Cecil Bullard: that la- later I may have to go back and fix, repair, whatever. Um, I think you always wanna fix the model first. And, and there- Sure ... is a point, you know, hey, I'm a guy. I, I wanna start a business. I don't know what I don't know. Uh, I'm gonna get in there, and I'm gonna work my butt off and, and all of that, but there's a point in that where you have to say to yourself, "I want this to run well- Yeah and I want this, you know, I want... And so I need to know what it really takes to run it well, because I don't wanna work, you know, 12 hours a day, uh, in order to make the money I need to take care of my family or to- Yeah ... you know, take..." So yeah, I, I mean- A- and that, back to the... Okay, so I hope we answered that well enough, Kyle- Yeah, I think so and thank you so much. Thank you so much for that, that question. Um, and, uh, you know, back to this yes mentality, I told you I'm, I'm of both worlds, so I don't wanna tell a customer no, no matter what. Yeah. I, I really don't. But sometimes I have to say, "Yes, but..." Right? Lucas Underwood: Right. " Cecil Bullard: Yeah, we'd absolutely love to take care of that for you. However," right, "this is the situation." Uh, I always try to, um, to create some, uh, empathy, uh- Yeah ... around what's, what's going on in my world. Yeah. And, and by the way, if I get a guy that comes in who's really pissed off because at 4:00 I can't stop everything and change his oil- This is Lucas Underwood: somebody I want in my shop. Cecil Bullard: Yeah, and is that the guy I wanna work with? Yeah. And the answer is no. N- for me, the answer is- Lucas Underwood: Yeah ... Cecil Bullard: uh, uh, unequivocally no. Lucas Underwood: So, so many of these shop owners, okay, and, and I'm gonna be really blunt here, and I'm not talking about the Institute. You blunt? Wait a minute. Yeah, I know, right? I'm not talking about the Institute when I say what I'm gonna say, okay? Cecil Bullard: Okay. Lucas Underwood: But so many of these shop owners, they go to a class somewhere, and somebody gives them these ideas of what to do. Now, listen, I, I've been this guy. I've been disconnected from the front counter. I've been disconnected from the base, and I go to a class, and this person recommends... And, and I'm gonna tell you, why do you think coaches have got such a bad name? There's, there is a coach that, that if you go on TikTok and search his name, it's technicians cussing him. Like, every TikTok video is people just cussing this guy out, right? And it, it's, it's that they have become so disconnected from what it's like to do the job. Now listen- I think what happens is, is that owner has been struggling for a long time. I've told you about this in my personal life before, that I spent so many years fighting and just climbing and trying to get things right and dealing with the stress and the upset client and all the things, that the minute somebody was willing to walk in that front door and take that pressure off of me, I'm like, "Here you go. It's yours. Take it. Do whatever you want with it. I don't care." Right? Cecil Bullard: Like- Well, would you... I mean, if you're gonna listen to someone- Yeah ... give you advice, right? Lucas Underwood: Yeah. Cecil Bullard: Um, uh, you know, uh, am I going to do some research on that person or that company- Lucas Underwood: Absolutely ... Cecil Bullard: and, and find out- Lucas Underwood: Absolutely ... Cecil Bullard: you know, you know, what their clients are, are saying and, and, you know, where did that person get his education? You know- For sure ... what, what's the, where's the- Lucas Underwood: What's Cecil Bullard: their experience? Uh, as they said in What Are the Bona Fides, right? You know- Yeah ... um, uh, in, in whatever movie- Right ... I can't remember the title to, but, um, i- or are, are you just, uh... At one of our events, and again, I'm gonna be brutal but not name their name. Lucas Underwood: Right. Cecil Bullard: You know, last year, um, chose speakers based on the title of their thing. Lucas Underwood: Yeah. Cecil Bullard: And, and they got a- Never Lucas Underwood: actually inspected the class or anything. Cecil Bullard: They got a lot of complaints. Uh, uh- Yeah ... and I heard a lot of feedback from people saying, "Wow, I, you know, in 20 minutes I walked out of that class." Yeah. And, and so do you wanna ha- I, I'm not saying we don't wanna have new people in the industry, 'cause we do. We wanna bring new people in, but do you wanna have people that, that have no bona fides, no, no qualifications? Just, they're just basically- Well- The, the thing I hate about the internet is they're able to say, "I'm the expert on this," and all of a sudden- Exactly everybody believes they're the expert on this- 100%. Lucas Underwood: 100% ... Cecil Bullard: even though they don't have the experience. They don't- Well- ... have the, the basic knowledge to really- E- ... be the expert. Lucas Underwood: Here's my beef though, right, is like they, they can come in and say whatever they want and, and it's, it's like a lot of what's being taught in the industry right now has consequences that, that we're not paying for yet. And I believe there were a lot of things taught over the past however many years that we're paying for the consequences right now, right? Like, there's a lot of things that we're paying for that were done years ago, and this is just how the industry works, and now we're paying the price for it. We don't have any techs, and all of these problems and all this stuff's coming up, right? And so when I... I guess what I was saying about, like, they're teaching these things, but they've never been on that side of the counter. And so it's like the shop owner comes back and says, "Hey guys, we're gonna start doing this." Well, let me ask you, Mr. Shop Owner, how many years has it been since you've sat on that front counter? How many years has it been since you were the one getting the butt chewing because you did something that was shady or was... Right? Like, have you disconnected yourself from the, the experience? Have you disconnected yourself from the consumer, the advisor, the technician? So I'm gonna- Because many of the guys we teach- Cecil Bullard: Yeah Lucas Underwood: were technicians, they were advisors. And- Cecil Bullard: Yeah, but I'm gonna, I'm gonna, I'm gonna kick you in the teeth here. Lucas Underwood: Okay. I like it. Do it. Cecil Bullard: Just because you sat on the front c- on the front counter- Lucas Underwood: Mm-hmm ... Cecil Bullard: doesn't mean that you learned anything. Lucas Underwood: Of course. Cecil Bullard: So, so I think, um, like having a technician who becomes a service advisor, I would rather have a service advisor who was never a technician. Yeah, I- And I know a lot of shop owners are gonna go, "Man, you're crazy, Cecil." But there's bad habits that you learn as a tech- Yes, absolutely ... that are great habits when you're a tech, but when you're a salesperson, service advisor- They're terrible ... they're not good habits, right? Lucas Underwood: Yeah. Cecil Bullard: And, and so that's one thing. One thing is, okay, so you did it for 20 years. So what, right? And, and I know, you know, that's some of my bona fides. I used... You know, I- Yeah ... I did this. This is... I've, I've, I've run business, been successful, et cetera. I, I believe I've learned a lot of things that, that maybe many shop owners don't really know and understand. Here's, here's the other part of this. There are things that need to be taught to a tech that a service advisor should not be taught. Yeah. There are things that a service advisor needs to know that a tech shouldn't know, and, and there are things that a manager needs to know that are different than a service advisor, and there are things that an owner needs to know that are a, a lot different, and not all of those will, you will learn by being on the counter or by running the business, right? For Lucas Underwood: sure. Cecil Bullard: And, and listen- We... I've got guys that has, have been doing this for 30 years. I see them all the time. They come up and they're like, "Yes, I've been, I've had a shop for 30 years" and, and their business is worth $150,000 all in. And they, and they have no money. Right? A- and but they've been working at this for 30 years. Lucas Underwood: We've always done it this way. Yeah. But, but here's my point, though, is, is where I'm going with this is a little bit different. Where I'm going with this is it's been so long since you've sat on that front counter, and your policies and procedures are causing problems for the front counter that you don't even see. Cecil Bullard: I, I cannot use my policies and procedures when I was running a shop 15 years ago for a shop today. Yeah. Exactly. Lucas Underwood: Um- Cecil Bullard: Exactly ... and, and we don't teach that, you know? Lucas Underwood: Yeah. Cecil Bullard: It might be a good place for you to start, because you can see what a policy and procedure should, should look like. Lucas Underwood: Yeah. Cecil Bullard: But to take my policy, even my sche- the way I scheduled- Lucas Underwood: Yeah, Cecil Bullard: completely different um, uh, today, I think it's a bit different, right? I, i- it has to be modified. But- And that, another thing you want your coach to be is somewhat flexible on certain things, because- Yeah ... if they're not, they're gonna teach you what they learned 25 years ago, right? And- Well, Lucas Underwood: I, I mean, I guess my point in that, though, is let, let's, let's go back to the example given, okay? Of, hey, we're gonna have this situation where we bring this car in, and they've got a coupon, so we just wanna get the car in to convert it into a car that we can turn into a higher ARO, right? Now, I've got an advisor who's at the end of the day. Yeah. They're trying to make all of their telephone calls, they're trying to update all of their clients, they're trying to get everything cleaned up. Cecil Bullard: Once finished the 15 tickets that are going on- Exactly ... they get the money in the bank, et cetera. Lucas Underwood: Trying to make sure- Right ... the shop looks good, trying to get everybody wound down. They're, they're in the end of the day. They're phasing it out. They're getting ready to bookend the day. Plan tomorrow, right? Cecil Bullard: Right. Lucas Underwood: And now I've got a technician who's in the middle of a job, he's got an hour left, and I'm going back and I'm saying, "Hey, I need you to stop what you're doing. I need you to inspect this car. I need you to do an oil change right now. I need you to pull this thing in right now." And plus you're asking the advisor to go to that client, write an estimate for something simple, something that needs to be dealt with right now. It's a big deal to get the car to stay, and now I'm arranging a ride for this person, right? So the- Now you wanna talk about disgruntled, think about how that disrupts every single person in the shop's day. I've disrupted a porter, I've disrupted an advisor, I've disrupted a client, I've disrupted a technician. Cecil Bullard: I've disrupted my profits. Yes. I've disrupted my, my workflow. Lucas Underwood: Absolutely. Cecil Bullard: You know, one of the biggest, one of the biggest expenses in the automotive industry, the biggest cost and, and where we're losing the most money is that we do not have good workflow. Yeah. So the productivity issue, and we have a... Because of that we have a lot of techs complaining 'cause they can't get paid. If they're on flat rate and we don't have productivity, and it is the fault of the business because of our flow, um, then they got a, they got a legitimate complaint, right? Lucas Underwood: Yeah. Cecil Bullard: And, and what we're doing, I have a class called Stack the Deck, and what we're doing is stacking the deck against us. Yeah. We're not stacking it in our favor, Lucas Underwood: right? Right. Cecil Bullard: And so we're doing... By, by bringing that car in at the, at the last minute, we're doing everyone a disservice. Everybody. Lucas Underwood: Yeah. Cecil Bullard: The, the client, the car, the service advisor, the tech that's gonna have to be pulled off, and, and we're creating kind of hatt- havoc and, and bad attitudes. Lucas Underwood: Chaos. Yeah. Cecil Bullard: And, and if we create, you know, bad attitude and havoc in our, and chaos in our business, then what are our results gonna be? Lucas Underwood: Yeah. Cecil Bullard: Okay? Exactly. And you can beat guys only so long. You know, you, you can- Yeah ... be a forceful manager and, and use the whip or the, you know, the, the prod or whatever only so long when guys say, "Uh, no more of this." It is not a long-term strategy for running a good business that's gonna last long-term and be profitable long-term. It's just not a good strategy. Lucas Underwood: Yeah. Yeah. I think you're exactly right, and, and I think that that's where it comes back to me that, that if I build a workflow That is prioritizing profit over the car count, right? Because I, I don't believe in the, the high car count numbers. I- now let me tell you something. I, I had an epiphany a few years back because I was in three bays. You've seen the shop. Cecil Bullard: Mm-hmm. Lucas Underwood: I was in three bays, and it didn't take a lot- With Cecil Bullard: no ceiling. I mean, nine feet- Yeah ... or eight and a half feet or whatever. Yep. Yeah. Lucas Underwood: It didn't take that much to fill that shop, and it didn't take that much to pay that shop's bills. Cecil Bullard: Yeah. Lucas Underwood: And then you've seen the new shop, and I, I, I'm, I don't even have to tell you, it takes a lot to pay its bills, right? Cecil Bullard: Yes, sir. Lucas Underwood: And so I have a whole new appreciation for people who try and drive car count. Like I get it. I get it. Cecil Bullard: I had a... In the, in the class, I had a, a guy come up and he's like, "Hey, I'm just, I'm just me, and, uh, what should I do now?" And I'm like, "Well, first of all, I, I don't know enough information." Yeah. "But second of all, when it's just you in one bay, you're gonna have the least expense, but you're gonna make the most money." It's gonna be hard because, you know, you gotta be the service advisor. You gotta, you know, when you've gotta answer the phone- Yeah ... you have Lucas Underwood: to stop what you're doing- Maybe you can stack Cecil Bullard: that bank account full like that ... blah, blah, blah. But you, you can. Yeah. I also have to... Kent made a comment that, um, it requires you to hold the stick. Somebody has to hold the stick. Yeah. And my answer is, "It doesn't require me to hold the stick. It requires the stick to be held- Yeah ... and held by somebody that, that knows what, what they're holding and knows what they need to do, right?" Yeah. Flying a plane, I don't wanna put my, you know, uh, 13-year-old grandson flying a plane. He's no experience. I put the stick in his hand, we're probably in trouble. You know, I want, I want a pilot, I want Dutch at the- Lucas Underwood: Exactly ... Cecil Bullard: you know, behind the wheel, right? Lucas Underwood: Well, you know, it's funny you say that because I was getting ready to bring him up. I, I was talking to him years ago. I was really frustrated about the way the shop was going, and he said, "Son, let me tell you something" He said, "When I worked for the airline," he said, "it does not matter who flies that plane or who does what on that plane." He said, "Because I was the left seat captain, that was my job." He said, "I could let anybody I wanted fly the plane. For God's sakes, I could let a passenger fly it." Cecil Bullard: Yeah, but he- "But I Lucas Underwood: could give them- Cecil Bullard: But he's responsible ultimately for what happens on that plane ... Lucas Underwood: I could give them all the authority in the world- Yeah to fly the plane, but ultimately it was still my responsibility." Good luck. And I said, "What does that have to do with me?" He said, "You're letting a bunch of bimbos fly your plane." Yeah. Cecil Bullard: People who don't know. Lucas Underwood: Like- Cecil Bullard: That's like, that's like- You know? It's like- ... going to coaching and, and going to classes- Yeah with people who, who have a nice internet presence who don't really have the, the experience or the knowledge to really help you out. Lucas Underwood: Yeah, 100%. Cecil Bullard: You know? And, and, and- I, I see these, some of these new coaches come on and they say things and I'm like, "Well, that sounds really pretty, but-" Lucas Underwood: Yeah ... Cecil Bullard: you know, it i- i- it's not meaningful or impactful. It just sounds pretty. Lucas Underwood: Right. Okay, we've got a question here. Um, Steve from Wasp Automotive: "My question is how do you decide when adding capacity, another tech, actually helps profit versus creating more chaos?" Been there, done that. It's all in the numbers. It's all in your financials. Ha- I, what do you say, Cecil? What Cecil Bullard: do you- I think, um, I think you look at your business and you say to yourself, uh, you know, like, "I've got three techs. I have one service advisor. I'm probably... My flow is now starting to get affected because one service advisor, three techs." Lucas Underwood: That's Cecil Bullard: for sure. Uh, and 11, 12 cars a day, maybe 15 if you're running a lower ARO model, and that service advisor can't talk to all those people, answer all those phones, deal with everything that's happening and make that happen. So you say to yourself- Yeah ... "Okay, um, I'm gonna add a fourth, uh, uh, tech," before you really have your service advisor stuff really set up. So, you know, I'm, if I'm adding a fourth tech, I'm, I'm certainly probably at that point adding a second service advisor. And if you're, if you're willing, if you have your systems and processes down and your shop is efficient, the, if you have a, a decent ARO, if you, if you know your inspection process and your sales process is good, then let's add a tech. But if you're, if you're adding a tech because you feel like we're, we're stacked too deep and I can't get the work out, then y- y- Yeah ... it's not the tech you need, it's the process you need. Lucas Underwood: So- Right? ... w- what I do in my shop, okay, let me give you a rundown of how I do my daily planning, my weekly planning. Yeah. Is I'm monitoring how much work we have in the shop at any given time. So I know how many hours and I know how many dollars I have in the shop, and I'm saying, "Okay, I know what my typical sales per build hour are, and does that line up with the financial model we've put in place for the shop?" And so if I'm consistently at that number, I can take my hours and I can say, my technicians should be able to turn eight hours a day. There's gonna be days they're a little bit less, there's gonna be days they're a little bit more, but if I have X number of hours and it gives me a runway, because I view this like my runway, right? Like, how far can I go? And I run this shop somewhere between five and seven days out, is, is typically where it falls, right? Yeah. I wanna have between new appointments coming in, right, because I know my average hours per repair order, new appointments coming in versus the work that I have here right now. How much work would that give me, right? And a lot of guys come back and say, "How could you judge what a new appointment's gonna be?" Because it's my average hours per repair order. That's what we always run. It doesn't go up and down hours. It goes up and down five, 10, 15 minutes. It goes up, down .1, .2. It's not a huge swing. Cecil Bullard: Yeah. Lucas Underwood: And so now I'm looking at the shop and I'm saying, "Okay- If that is the case and I have this much work and I'm billing this much, is the work getting done? No, it's not. Okay, well now I have an efficiency problem in the shop. Cecil Bullard: Maybe. Maybe- Okay, the work... Go ahead. Maybe it's an efficiency problem in the shop. Maybe it's a, I have too many clients and I need another tech, right? So- Lucas Underwood: Well, I guess, I guess what I'm saying though is if, if I'm in that situation, right? So if I've got that number and my number is, is each tech should be able to do eight hours a day, and I am not moving that number through the shop, and I go and I look and I find out, hey, I got four hours per day per tech, that's an efficiency problem. And by the way, that's a- Adding another tech Cecil Bullard: will not fix that problem don't hire another tech. Yeah, because now you're gonna have- Unless you- Now you're gonna have five guys doing three hours- Doing four hours a day ... or whatever. So yeah. And, and all the marketing, all the money you've spent on that and everything else- Yep ... is just gonna go by the Lucas Underwood: wayside. 100%. So- But I'm gonna maximize what I have, I guess is my point. I'm, I'm, I, it, it's ran by the numbers. There's a formula. I Cecil Bullard: think, I think if you're smart, you're always maximizing what you have. And so- Yeah ... um, you know, you're, the question that I ask every day is, is why not, right? W- why- Yeah ... aren't we? Why, why, why isn't the institute growing faster? Why are we not, uh, signing up more people? Why are we, you know, whatever, whatever it is. Because the answer to that question is the answer I need to, in order to really move my head- Yeah ... right? Lucas Underwood: Yeah. Cecil Bullard: Sure. And, and so if you're, if you're saying, you know, I've got, um, six hours of productivity out of my s- out of my techs- And now I'm gonna hire another tech because I have too many cars. Well, m- maybe your price isn't high enough to, you know- Yeah ... maybe your price needs to be a little higher. Uh, so th- that's a way that you might manage car count. So we're booked three weeks out. Well, booked three weeks out is, is not okay, and what, what often happens is I, I have customers come in today, and they were scheduled for whatever, and then we found $4,000 worth of stuff they need, and they wanna buy it- Get bumped I said, "I can't, I can't do it today." Lucas Underwood: Yeah. Cecil Bullard: So they get bumped a week and a half out, two weeks out. And then the other problem is if I'm, if I'm scheduling that way, and, and I have new people that are, that I'm... They don't know who I am. Yeah. So they're calling for a first time. I need to get those people in either today or tomorrow. Yeah. I cannot- If you wanna retain that ... schedule those people. Yeah. Otherwise, that money I spent is wasted money. Yeah. And, and so, you know, there, again, there's these balancing and tipping points in your business that if you really understand the business and you're watching the numbers as, as Ken says, you know, if you know where you're going and you're, you know, you got s- your hand on the stick, and you got the data that you need- Yeah then all of a sudden, I'm making better decisions, and so I know what to do when I need to do it. And then- For sure. Lucas Underwood: Absolutely ... I Cecil Bullard: think, I think everybody should have mentors or coaches. Uh, y- you know, mentors, uh, uh, many of... Some of those are paid because you, that's what you hired them for. Yeah. And they might be your coach, and some of those are not. I mean, you know, I'll, I'll call you occasionally for something and say, "Hey, Lucas, what do you think about this?" Because- For sure ... frankly, I look at you in s- some areas as that guy where I can call you and get some good information. Right. Um, and, a- a- I just think we have so many people in our industry that they just don't know enough about the business and how- Yeah the business runs to make the best decisions, and so they keep running into the wall. Lucas Underwood: They were really good at fixing cars, and they were really good at maybe selling service. Cecil Bullard: Yeah. Lucas Underwood: But they weren't good at running the business that fixes cars and sells service. Cecil Bullard: Well, Lucas Underwood: how many- There's a d- there's a difference. Cecil Bullard: Yeah. And then, you know, how, how about how do I manage these people? I mean, I can't tell you how many times I've heard, "Well, my guys won't do good inspections," or, "They won't take-" "... 20 pictures of the car," or whatever. Ah. And, and, and I'm, I'm like, part of me is, is flabbergasted, right? Yeah. Part of me is like, how, how do you have people that won't do what you need them to do, and you keep writing them a check every, every week- Yeah right, or every two weeks? And, and then part of me is, is angry, like- Lucas Underwood: Yeah ... Cecil Bullard: are you, are you really that dumb that you, you can't figure this out, and, and manage people, and make sure that you're getting, you know, what you need out of your staff? And, and so I, the... I'm always two people in my head, you know? I'm just always. But they keep doing the same thing over and over. Yeah. And they keep thinking they're gonna get different results. Lucas Underwood: You know- Cecil Bullard: It's insanity ... Lucas Underwood: here, here's what stands out to me, because you know I've been working at the other end dealing with- Mm-hmm ... with much younger employees, right? Cecil Bullard: Yep. Lucas Underwood: And I had one a while back come up to me and said, "I really appreciate you holding me accountable." And I said, "What are you talking about?" And they said, "Nobody has ever said to me, 'Why didn't you accomplish this thing?'" And they just acted like I was gonna be upset or was gonna be mad if somebody came and said, "What about?" And they said, "The problem was is I never knew if I was winning or losing. And so I need somebody to tell me I'm doing good or I'm not doing good- Yeah so I understand where I need to go, but that's not happening anywhere else I've been." And see- Cecil Bullard: Well, it doesn't... In most places it does not happen, my friend. Lucas Underwood: Yeah. Cecil Bullard: And so- Lucas Underwood: Exactly ... Cecil Bullard: you know, we, we don't have goals. I'll, I'll go into a shop and say, "Well, what are your goals for your techs? How do they win," right? "Well, uh, they do a lot of work and they don't have any comebacks." Well, first of all, not having any comebacks is ridiculous because you can't work on cars without having a comeback. Lucas Underwood: You figure that Cecil Bullard: one out, buddy. Second of all, what's a lot? What's a lot of work, right? I mean- Yeah ... a lot of work is, is 10 hours a day. I mean- Yeah ... uh, people need... If you hold people accountable, if they understand, if you're fair, meaning- Yeah ... they know what their target is, they know what they have to do, and then you hold them accountable, they're very happy. They're happier than they can ever be. Yeah. It's the people that don't have any direction, that don't know if they're winning, you know, every two years, every three years they move to another shop hoping that they can find that thing that they don't have, and the thing that they don't have is goals, targets, accountability, and winning. I mean, those are the things you absolutely have to have to be a happy human being, right? Lucas Underwood: Yeah. Cecil Bullard: If not, it wears at you and it wears at you until what you do is you go online and you just bitch, right? Lucas Underwood: Yeah. Cecil Bullard: And, and so we got a lot of online complaining going on. Lucas Underwood: Yep. Cecil Bullard: Um- Lucas Underwood: The, the quickest way to a depressing life is unmet expectations. Yeah. And the only human being capable of setting your expectations is you. Is Cecil Bullard: that right? Well, and that's the other thing I think we all... You know, I, I always say, um, managers need to manage, meaning- Lucas Underwood: Yeah ... Cecil Bullard: you know, you... When I was a tech, I kept track of every hour I billed, okay? Now, the reason I was keeping track of every hour I billed was not because I d- I thought my company was gonna not pay me for it. The reason I kept track of every hour was because every day was a competition against yesterday. Lucas Underwood: Yeah. Cecil Bullard: So if I did seven hours yesterday, today I wanna do eight. And, you know, I, I, I'm competing against myself. In, in a way, part of my life has been managing myself because if somebody else- Yeah ... doesn't create the expectations for me, I create the expectations. Lucas Underwood: Amen. Cecil Bullard: Because I need the- The dopamine or whatever that comes from being successful. Lucas Underwood: Amen, Cecil Bullard: buddy. Uh, if not, at the end of the day, you watch me. I'm sitting watching TV doing this because- That's it ... I wasn't successful today, right? I di- I didn't- Yeah ... make anything happen. Lucas Underwood: Kent says, "Complaining can make the problem feel bigger it is to the point it feels insurmountable." Um, I- Cecil Bullard: Yeah, it happens all, all, all the time in this, in this industry ... Lucas Underwood: somebody told me one time that human beings can be in love with their problems. They can make their problems their identity, and so I think that Cecil Bullard: that's- Well, think, think about this. As a technician, I'm a problem solver. Lucas Underwood: Yeah. Cecil Bullard: Right? And problems are brought to me all day long, but all of a sudden- Yeah I become a salesperson or I become a manager, sol- creating problems so that I have problems to solve, right? Lucas Underwood: Amen. Cecil Bullard: And, you know, don't get me wrong, you'll... A- as a salesperson you'll have plenty of problems to solve. As a manager you'll have ple- plenty of problems to solve, but we have a lot of people in, in the industry that are creating their own nightmares- Lucas Underwood: Yes Cecil Bullard: and then they're living in them, and then they're complaining about them. Yeah. And, and, and my mind is like, "Okay, fix it." Lucas Underwood: Right? Exactly. Exactly. Cecil Bullard: It might not be easy. It might not be quick, but fix it. Stop doing what you're doing today. Start learning how to do something just a little bit different and, and because you keep going the same way, you keep getting the same thing. Lucas Underwood: That's exactly right. If you continue to do the same thing and expect different results, that is the definition- Is Cecil Bullard: insanity ... of Lucas Underwood: insanity. Cecil Bullard: Yes, sir. Lucas Underwood: Cecil, thank you for being here today. Cecil Bullard: Yes, sir. Well, thank you. I love these things. And- Yes, sir ... uh, thank you for those of you that participated and, uh, and asked questions, and we'll be back again soon I'm sure. Lucas Underwood: That's it. Well, I guess another month and we'll be back Cecil Bullard: here. Another month, and we'll make your head Lucas Underwood: hurt one more time. Another AMA. Yeah. Waiting to hear y'all's questions. Cecil, see you next time, buddy. Cecil Bullard: Love you, brother. Lucas Underwood: Love you, brother.