Autoshop Ministries Episode 8: Do Your Part - When Faith Demands Action
Now playing — Master Tech to Millionaire
About this episode
Joe and Pastor Devante explore how faith and obedience work together, using examples from Exodus, Nehemiah, and Jesus’ first miracle. They challenge listeners to move…
Key takeaways
- —Faith without works is dead; action is essential to faith.
- —Every divine intervention requires human participation.
- —Praying for a harvest often means receiving seeds that require hard work.
- —Obedience to God's guidance involves taking practical steps.
- —Growth and rewards come from consistent effort over time.
Frequently asked
- What does it mean to do your part in faith?
- Doing your part means taking actionable steps in response to your prayers and faith, rather than waiting passively for results.
- How can I identify what my next step should be?
- Reflect on what you've been praying for and consider what actions align with those prayers; then commit to taking that action promptly.
- Why is hard work necessary even when you have talent?
- Hard work is crucial because talent alone does not guarantee success; consistent effort is needed to realize and maximize one's potential.
▸Full transcript
All right, well, good morning. Happy Sunday. Uh, this is another episode of Auto Shop Ministries. I'm Joe Adams. We're here with Pastor Devonte Tidwell. How you doing this Sunday, Devonte? Man, I'm doing great. It's a good day, you know, sun is shining, you know, as it always is in Houston, keeping us hot and humid. Uh, so man, I'm really good, man. I can't complain.
You know, it's been a good week and, um, you know, I'm looking forward to starting off another one really strong. Yeah, I think I've said this before, but man, the only people in the world that are happy about how hot it is is the car repair people. It's good for business. That's right. We receive it, man. We're blessed and highly favored. Yeah, there you go.
All right, well, uh, let's get into it. What are we talking about today? Uh, we're ready to learn. Yeah, let's go, man. So I wanted to talk today about doing your part, um, because I think sometimes people get this idea misconstrued on when we pray and when we ask God for things that he's just going to give it all to us and that's going to be it, right?
Um, And I want to talk about that today. So if you're taking notes, you know, if you're listening to this, or if you're in your car, you know, I just want this, this to be a reminder. I don't want it to just be a title. I want it to be a challenge. And it really is do your part. Like, yeah, can you do your part?
So there's a few scriptures that I think we're going to bounce around to today. We'll start in Exodus because that's the earlier one. But Exodus 14:15, right? It says this. Okay, let me— it says this. So after the sea is divided— before the sea gets divided, it says, then the Lord says to Moses, why are you crying out to me? Tell the sons of Israel to go forward.
As for you, lift up your staff and stretch out your hand over the sea and divide it, and the sons of Israel shall go through the midst of the sea on dry land. Now, this is a very famous passage of scripture because it goes into parting the Red Sea, right? It's a very famous story in the Bible. A lot of people don't realize that they know this story, whether they're believers or not.
But I thought what's interesting about this passage is God says, tells Moses, hey, why are we still talking about this? And I thought that was like, whoa, wait a second. But it also is a challenge. He says, why are you still crying out to me? Tell them. Tell is a verb. Tell, go do something. And then as for you, you lift up your staff.
And then, then that's what's going to happen. What I think people don't like to understand or like to think about sometimes is that this is actually a partnership with God. Like, yes, we are submitted to God, we are surrendered to God, Joe. But this is a partnership. This is a space where we get to walk into an environment and we say, all right, God, what do I want to do?
Or what do I feel like you put on my heart? And then I pray about it. And God, can you make this happen? And God, can you send the resources? God, can you send the rain? And God, can you send the harvest? And he's like, yeah, okay, now go take that person to lunch. It's like, oh, wait, you mean I got to actually build a relationship?
Like, oh, wait, you mean I gotta actually hire a marketing team? Oh, wait, you mean I actually gotta be on time and leave when I'm supposed to leave? Like, oh, it's not just gonna show up with, you know, a massive, like, retirement-sized check in the mail and I can disappear? Like, no, actually, it's not, right? It's interesting that sometimes we pray for a harvest and God gives us seed.
So that analogy is, listen, We're praying for God to give us fruit. We're praying for God to give us the apple orchard, but he's given it to us in the size of seeds that we now have to go take and bend over backwards and do the backbreaking work and till the land and drop the seed and put it in the soil and wait for it, right?
There's a part that we have to do. I want to tag another text to this in Nehemiah chapter 4. He said, but we prayed to our God, and we posted a guard day and night. And he's talking about being on the walls where these walls, you know, are falling down, they're rebuilding these walls, all these different things, right? But Nehemiah has now put people in place.
It's like, yeah, I'm praying for protection, and I'm putting protection in place. There is always a partnership where we have a part to do. So in these, in both these instances, it's that Nehemiah didn't pray instead of guarding. He prayed and posted, he prayed and guarded. Right? It's not or, it's and. Moses is crying out. He did cry out to God, which is the proper order.
We should take everything to God first. But I love that somebody that we know and love and that we've heard that has been preaching for a long time said this, and I might have said this before, but it's worth repeating. It's— she said, I never have prayed to God and said amen, and he didn't give me something to do. I was like, that's so brilliant.
It's so brilliant. It's like Wait, okay, God, make me a better father. Okay, awesome. Clear your calendar on Friday and take your kids out to the movies and go see Spider-Man. It's like, oh, there's something for me to do? Like, hey God, you know, I want to sleep better at night. Great. Start getting up earlier and work out first thing in the morning.
Oh, there's something— stop eating all the fried food. Oh, stop drinking. Oh, there's something for me to do? Yes. Like, God will 100% give you the harvest, but many times it comes in seed form. So there's something for us to do. Does that make sense, Joe? Yeah, it's like, be careful what you wish for. I know it's, there's a proverb and there's some proverb.
It's like, you know, a lot of, let's see, it's like the oxen make a huge mess in the stable, but they're required for a large harvest. And it's like, it's like, man, dude, I'm cleaning up these stalls. Like, this sucks. You know, it's like, but God's like, didn't you wish for a big harvest? It's like, you know, we prayed all those years for a big company and, you know, maybe not even a big company, but just for somebody to help us.
Us, um, you know, grow our— help us run our business. My mom, my mom prayed for 40 years, and then all of a sudden Todd shows up and he literally grows our business exponentially. And now it's like, not that we're stressed out all the time, but it's like there is a lot of work to— that goes along with it. And it's like some days, you know, you're, uh, you're like, man, there's so much to do.
Like, God, like, help me do this, this, and this. It's like, be careful what you wish for. Like, he's gonna make you— he's gonna make you work for it. You know, you gotta, you gotta, you gotta do your part. Yeah, I 100% agree. There's a famous scripture in the Bible that a lot of people refer to when they're talking about this topic.
And it says that faith without works is dead. That is very strong language, Joe. Like, not faith without works is shaky. Not faith without works is fickle. Not faith without works is sometimes. It's faith without works is not even alive. Like, if you have the faith, but you do not have the works, to partner with it, you know, and this is in James 2, if you don't have the faith and the partnership of the works to go with it, then you're missing an entire element of what you thought faith was to be.
Because a lot of people think faith is like God's a genie. Like, you know what I mean? Like, I'm going to ask for these things, and I'm gonna get these 3 wishes, and it's just going to show up. And sometimes you do ask, sometimes he does do the miraculous. And there are some things that like, listen, I couldn't have strategized, I couldn't have you know, worked.
I couldn't have relationshiped. I just made that a word with an -ed, like relationshiped my way into this. Like, this is something that is truly just out of the blue that only God can do. But even when you're looking at the miracles, like we referred to in Exodus, when you're talking about the sea, the Red Sea literally being divided, which is a miraculous act, God still told Moses to do something first.
He said, tell them, and then lift your staff. Those are 2 things he had to go do first, and then he saw it move. Right? I heard— I think Denzel Washington said this one time in like a commencement speech or something that he was speaking at a college because, you know, he's a legend. But he said, he said, we have to stop praying for the harvest and then complaining that it's raining.
Yeah, it's like, for real. Like, you asked for the harvest, how else you think it's gonna get there? The rain is gonna get there, the soil is gonna be tough, you're gonna have to till it, you're gonna have to do some work, you're gonna have to be out there in the sun, it's gonna be hot and humid, like Houston, right? So, you know, your car won't be the only thing breaking down, your back will, right?
You know what I mean? Your sweat will, like your skin will, your shirts, all the stuff. So, you know, but I also heard another quote that I thought was powerful that goes with this, Joe, is somebody said, man, what a blessing it is to be tired from living in the overflow that I prayed for. Right. Like, I know what it's like for people to be on a journey, you know, and be on a journey with fertility.
I was out, you know, in the spirit of transparency, like, I'll share that with people. Like, we had an interesting fertility journey. But it also has made me more grateful for my kids who are going to school, you know, who are making noise in the house, who are playing with toys, right? So not because I remember what it was like to fight for and beg for and God, when and what's going to happen and is this the time and what's next?
And now I'm like, no, I'm extremely grateful for— I'm not going to complain that I got to get up in the middle of the night because I remember when I was up in the middle of the night praying for days like this. I know. And now they're here. So we got to do our part, bro. We have to do our part. It's like being married.
You know, I'm freshly married and you pray your whole life for a woman of virtue and Proverbs 31. And then You know, everyone, you know, you get in an argument or whatever, you're human. And it's like, God, like, I think marriage is the ultimate sanctification process. And it's like, you know, you're having to submit to your spouse or you're having to like learn and stretch yourself and serve another human being every single day of your life.
And you're frustrated. And it's like, you wish, you prayed for this. You know what I mean? You prayed for this. And it's like, I don't get to be selfish anymore. But yeah, 100%, 100%. Right, you know, think about it like that. You know, let's talk on a marriage tip for some people out there who might be married or looking to get married.
Like, man, there are so many times where you're like, man, like, I want a strong woman that works hard until y'all are going in 2 different directions because like, she's got to work and you've got to work. It's like, oh, wait a second. Or, man, I want, I want somebody who like thinks for themselves and has their own opinion and just can challenge me on a thought until, until you're the one being challenged.
Now you're uncomfortable. It's like, wait a second, you— but you asked for this, right? You got to So you have to do your part to cultivate is what I'm trying to get people to do. You have to do your part to accept, and you have to do your part to work. Here's one thing I'll bring it around to for people too. Somebody said this one time that hard work beats talent when talent doesn't work hard.
And there are a lot of people who are extremely gifted and extremely talented. But because they don't have the work ethic, we never see that they could have been the next great, the next best, the next you know, GOAT, right? The next whatever. How many people do we see come out in sports drafts that were like, man, I thought that kid was gonna be, you know, the next best whatever quarterback, the next best shooting guard, the next best second baseman, whatever, right?
And then you get out there and it's like, man, like, you just didn't work hard. You were lazy. You put on a lot of weight. You wanted to party. You liked the big contracts and you wanted to buy all the cars. And it's like, man, like, it's so sad to see that you didn't live up to your potential. And the difference between the gift and the potential being met and matched together forever is the work.
Yeah, I'll say that again for people out there who are listening. The difference between the gift and your potential being matched together for the existence of your life on earth is the work that you're going to put in in between. Like, there are some people that are listening right now, you are a guru with numbers, numbers come easy to you. Right? But if you don't do the work to maintain that, to steward that, to apply that properly, to continue to learn faster ways to see systems and see issues, and where's money leaking, and where can money be reallocated for investments, whatever, then you're just a person that was good with numbers.
Like, that's all it ends up being because you didn't do the work. You didn't do your part. So the moment that we look at what we pray for, or what we're given from God, that's his part to do the gifting, the talent, The giving, the miraculous, the out-of-the-ordinary stuff. That's God's part. Our part is to say, man, God, you've given me a gift.
Now I'm going to work it to the best of my ability. And I haven't always gotten that right. And maybe you, Joe, like, you're like me. Like, there are times where I've missed it. I have mismanaged seasons. I have mismanaged, you know, talents and gifts for time. I was like, man, I just sat on my hands and I wasn't as active as I could have been, or I didn't work as hard as I should have worked.
And it cost me some months, it cost me some weeks, some— in some cases, it might have cost me some years. But the good thing is, I want to encourage people to not just challenge them to do their part, I want to encourage them that it's never too late to get back on track. Like, you can make a decision today to say, you know what, yeah, I have been kind of sitting on the clock.
You know what, I have been kind of lazy. You know, I have been gifted. And I know that, like, I'm the best service advisor you know, or the best tech here. But I really like sleeping in. I really like going out late. I really like going to the sports bar, like football season's back around the corner. Y'all know how I get. I'm in 17 fantasy leagues, like, you know, like, and then you're like, man, bro, but you could have the same thing you're complaining about, not having money, not having advancement, feeling stuck.
You could have been there by now if you would have worked. Up to the level of your talent. And Joe, I'm sure you got examples of in your own life or people around you where you've seen this, because I mean, this is so common for people where they just, they think that this is all going to be handed to them, you know, and we don't ever do our part.
And maybe it's been in your own life, like I've seen it in mine. But that— does that make sense? Yeah, it's, it's like Tom Brady, you know, 6th round draft pick, he can't run. You know, he's like, right, not an NFL athlete, but he's the best NFL player of all time, right? Like straight up. And I've seen it, man. We've been in this 6 years now for me full-time.
And I've just seen people that are really talented come into the business and, you know, and then they just leave or they just self-sabotage or they just don't do the hard part, which is showing up to the gym every freaking day and working. Exactly. And, you know, Tom Brady's not in the Hall of Fame because of his arm talent or his legs.
It's because he spent 100 hours a week in the film room. And was in the trenches with his team ultimately. He'll die for his team. And so, yeah, I mean, we've had so many talented salespeople, so many talented technicians kind of get off the reservation and either leave our organization at their will or at ours. And it's like, it's not the talent, the talent's not the issue.
You just, it's like, and that's one thing I'm in awe of Todd is he just has this ability to stay focused no matter how many resources he has. It's like, if you just continue to work hard, there's really only a few things few ingredients to the formula. It's like, yeah, it's like talent, continue to work hard, and time. And if you just keep doing it forever, it compounds unbelievably.
And most people, um, are just unwilling to, to do the time thing. It's like get rich quick or something. And, um, yeah, it's like anything. Yeah, I agree, man. I think that, you know, I'll speak to 2 of those. Let me talk about the last one first. Um, I really believe that if people truly understood and truly internalize this thought process that if you work hard enough, long enough, most good things will happen.
Like, they just will. Even if there are people around you who are more talented, I'm not going to go with the person who's more talented but more lazy over the person who might be less talented, but they're going to be extremely consistent at working hard. And I know that that's gonna be the case every single day, week after week after week after week after month after month after year after year.
And Would you rather— would you rather think about it like this? Would you rather have a 7 out of 10 every single day of the week, or a 10 out of 10 once every other month? Yeah, they miss work. They show up late. You have to worry about them. Exactly. But and then what's the cool thing about it, Joe, is typically the people who work hard enough, long enough, end up moving and raising their ceiling.
It's not like they stay at that Oh, I'm a level 7, or I'm just okay. It's like, no, you've actually grown because you got the reps. You know, like we talked about with Tom Brady. I remember now, it's funny, I heard this story. I don't know if I fully believe it. You might know better than me because you're, you're a golf fanatic like I am.
So, but I heard this story about Tiger Woods. Goat. And John, the GOAT for sure. Like, not even close. No, at the bar. Yeah, you gotta be talking about John Daly. With John Daly. Exactly right. So he— so John Daly's like, yo, Tiger, come sit with me, man. Come meet with the sponsors. Come have the drink. Come on and stuff. And Tiger's going out to work out again.
Tiger comes back in, goes to take a shower, comes back, works out, all of this stuff, right? And John essentially gets upset and was like, yo, Tiger, man, why won't you just come sit down and hang out with me and come have a drink? And Tiger looks at him and said, John, if I had your talent, I wouldn't need to work this hard.
And it was like almost like a backhanded compliment of like, like, dog, you're one of the most gifted players that we've seen. But just to go out there and just like rip a cigarette and drive 370 yards straight down the fairway, like— but Tiger's like, yeah, no, I, I wasn't born like that. This is a skill. So I have to go run 4 miles in the morning and then go to the driving range and then come back, shower, and do a lift, and then also go play 18 holes and then run 4 miles before bed, right?
Like, that's Tiger Woods' routine. But Which one do— which one did we call the GOAT? Yeah, exactly. You know, it was the one who worked hard, right? So the one who— the one who did his part, the one who was meticulous, the one who said, yeah, I hit— I have 1,000 contacts before every— on every day before the tournament. I hit a golf ball 1,000 times before practice.
Yeah, it's like, you know what I mean? Like, that's every single day. Well, Yeah, bro. I mean, I think it's even on his site, you know, I read one time, uh, just to get this out there again, I'm just nerding out, guys, because I think this really helps us understand this. But they said Tiger has— all in the name of Jesus. It's, uh, they were talking about Tiger Woods, but it's all for the gospel.
Exactly. But God uses everything, right? He wastes nothing, and he makes all things work together for the good of those who love him. So that scripture for y'all. But it literally said Tiger walked over 4 million has walked over like 4 million steps or something like that on a golf course. Like, I don't even know if I've walked 4 million steps in my life.
Like, you know what I mean? But just on a golf course, that's not including the gym. That's not including the driving range. That's not including simulators, like just on actual grass. So he did his part, and you see the results from it. He would say, I'm not the most talented. I wasn't the most gifted. I'm not the strongest. I'm not the biggest or whatever.
Well, he definitely worked the hardest, you know, and even his trainer said like, man, there's only been one other person that was even close that I've trained with that worked as hard as he did. And I think we— that's the idea that we have to have. Now, I'm not saying being a maniac where you, you know, get obsessed and you like, you know, move away from your family and like you lose the things that are important to you because you're so hyperfocused on work.
What I am saying is that even God requires a level of our obedience. That's the word that I want to use there is obedience. That is, that means that there, excuse me, there's something for us to do. The Bible says that obedience is better than sacrifice. Yeah, like, he literally desires for us to do what he told us to do more than something that we give to him.
He's like, you want to give me something? Give me your action. Yeah, like, that's the beautiful side of what, you know, this all comes back around to, Joe, is, are we doing our part when he gives us something to do? What does that look like practically at work? Okay, God gave you a great job with a great company like Adams Automotive, who's going to make sure you're taken care of.
Awesome. Are you doing your part that actually says, hey, I'm grateful? Are you prepared? Are you on time? Are you consistent? Do you come in with a good attitude? You know, are you a part of the culture? Or do you think you're above the culture? Like, that's, that's doing your part. Are you taking— are you doing the extra training? Are you, you know, doing some extended learning on your own?
Like, there are some That's what doing your part looks like when it says, God, not only am I grateful, but I believe that there's more that you've put inside of me. And I'm going to show you, God, that— let me slow down when I say this. I'm going to show you, God, that I agree with you by my action, by doing my part.
I agree with you, Lord, that you have put more in me. I agree with you, God, that you want me to have abundance, that you want me to live a fruitful life, that you want me to be a part of a great company. And I'm gonna show you that I agree with you and I am grateful for it by doing my part every single day.
That's the best thing you can do. Yeah, it's, uh, I think his name's Pat Riley, you know, the, the famous, uh, basketball coach. He calls it worthy. Are you worthy to win? You know, like driving into work every morning, like, we're gonna win today, but like, are you worth— you gotta do your part. You got to be at the rim. You got to be at the gym 6 AM.
Like Yep. Are you worthy to win? And I know we make a ton of sports analogies, but it really is the same. It's like, you know, God wants you to do amazing things. I really believe that, but he's not just gonna give it to you. It's not like a freaking, it's not a vending machine where you, you know, you show up at church and you do the, you go through the motions and then you have an abundant life.
It's like, no, he's really gonna ask you. He's really gonna ask, you know, people say God doesn't want you to suffer. And I'm like, no, I kind of think, and I'm not a pastor, but I kind of think God guarantees you that you're going to suffer. Suffer. And it doesn't mean catastrophe and like you're going to have tragedies and loss, but it's like, no, you're going to have to give up the things that you like doing, which is being lazy and missing work and not showing up for your kids and not showing up for your family.
And it's like, that's it. It's like, that's, you're dying to yourself. Like you're suffering by not being able to scroll on your phone and watch Netflix for 6 hours. Like you actually have to work. But then, you know, It takes a lot of work to gather the harvest, but man, yeah, I believe it's worth it. Yeah, I agree. And for those people that are out there, it's like, man, okay, well, I don't really get the sports stuff.
Cool. Let me give you another scripture because the Bible talks about this extensively. Um, one of the ones that I wanted to close on is the first miracle that Jesus ever did in ministry was turning water into wine. But everybody understands that Jesus turned water into wine. But this is consistent. New Testament, Old Testament was parting the Red Sea. New Testament turning water into wine.
Let me go to John chapter 2 and let me, let me read it for everybody really quick. It says, on the 3rd day there was a wedding in Cana of Galilee, and the mother of Jesus was there. And both Jesus and his disciples were invited to the wedding. When the wine ran out, the mother of Jesus said to him, they have no wine.
And Jesus said to her, woman, what does that have to do with us? My hour has not come. His mother said to the servants, whatever he says to you, do it. Right after that, now there were 6 stone water pots set there for the Jewish custom of purification, containing 20 or 30 gallons each. Watch this. Verse 7, Jesus said to them, go fill the water pots with water.
So they filled them to the brim. Then he said, draw some out now and take it to the headwaiter. So they took it to him. And they tasted the water. And they did not know where it came from. Because they had turned in wine. Ain't that crazy? He said, hey, go fill them up with water. And they did it. All right, now take a little bit of the water out and take it to the headwaiter.
And they did it. They're even still not in the Old Testament, early in the Old Testament, second book of the Bible, Exodus. You talk about it with Nehemiah, you talk about with everybody, there has never been a time We're, we're asking for things, and Jesus still doesn't ask us to go do something. This is another example. The first miracle he ever did still required our obedience, still required humans to be a part.
Every divine intervention requires human participation. I'll say that again, in case— okay, so for the people out there who may feel like, man, I don't get the sports stuff. Well, let me get a little— let me get a little nerdy then for the nerds who might listen like me, right? Every divine intervention requires human participation. There is some part that we have to do together.
So what I want to do is give people a challenge, okay? Because I like to give people challenges. I like to give them something practical to go do. Name one thing— this one is strong— name one thing that you've been praying about that you already know the next move on. And then go do the move today before you go to bed. Oof.
Yeah, that's— see that caveat? That's the caveat right there. I don't want you to just name it. There's something that you know that you need to do. Maybe it's, I do need to go buy my— I've been telling her I'm going to buy the Nintendo Switch for my kid. Let me go buy that today. Or maybe it's the, you know what, I did promise my wife a date night.
And I've been saying, ah, something came up, something came up. No, clear your calendar and go tonight. Or maybe it's like, I need to apologize, man, I was wrong. Pick up the phone and just say, hey, I'm sorry. Do it before bed. Don't get, don't get to tomorrow. You don't pass the challenge if you don't do it tonight before bed. That's doing your part.
That's showing God that I'm asking for things, but I'm willing to do my part to get there. So that's crazy. How's that feel? Yeah, it's uncomfortable. You know, like, that's how you know it's good. Hey, well, listen, I hope, I hope it makes people uncomfortable in a good way. Right? Right. Like, growth only happens outside of your comfort zone. So we're not saying this to condemn people or tell them that they're not doing good enough.
We're just telling them and reminding them and challenging that there is a part that you have to do. There is something that you have to do. There's not the sitting and waiting on your hands, that like mentality with God. And if it won't work with God, it definitely won't work anywhere else. But if you can do it when he tells you to do something, when he says, forgive, when he says apologize, when he says, hey, go pay for the groceries, when he says take them to lunch, or hey, you remember you said that you were going to buy your kid that stuffed animal?
Like, then you do it. And you— and the quicker you get at doing it, the less you got to think about it. And now it just becomes a part of your culture, a part of your DNA. And every time something I'm praying for, I say, okay, God, the next thing is— God, here's a prayer that I pray. I'll give people this before we wrap.
Here's a prayer that I've been praying for the last several months, Joe, and I hope that you, me, and everybody listening can steal it too. Say, God, give me the wisdom to know what to do. And then give me the discipline to keep on doing it. Say it again. God, give me the wisdom to know exactly what I need to do every day to make good decisions.
But then God, bless me with the discipline to be able to keep on doing it. Day after day after day. Yeah, it's one thing I'm thinking about as you're talking, and maybe this is a tangent, is like, it's not really work sometimes if you— it's not really suffering if you like— if it's real easy for you to do it, if that makes sense.
Like, sometimes God's asking you to do something that's like, like a challenge. Like, if you For example, if it's really easy for you to donate money to church and you got all the money in the world, that's not really work for you. You're not really having to do anything. You're just kind of able to be generous and the rich young ruler in the Bible and everyone's situation's different.
It's like, I don't know, God's usually asking you to do something that's just a slight stretch outside your comfort zone and take you to that next level. And I think doing your part, it's a great message 'cause it applies to, Um, it applies to everything, man. God wants to do great things, but man, you gotta, you gotta reach for it a little bit.
You do, you do, man. I think you hit the nail on the head for people, you know, and be willing to stretch. I think the good thing is there's always growth on the other side, and the growth is so much more rewarding than whatever you had to give up to get there, you know. It's, yeah, he may say, you know, give a little bit more than what you normally would, or he may challenge somebody big where it's, yeah, no, I know that you've been given that amount or given this.
I want you to give what you make for the next month. And it's like, and you don't know what's on the other side of that seed. And but you hear stories, and you hear about what it actually meant. You see the harvest, and you're like, man, I don't know anybody who's actually gotten a harvest that they've actually wanted. And then like, say, man, like, but the seed stage was so, so rough.
It's like, yeah, the seed stage was rough. But like, look at how many apples are on the tree. Like, look at how many trees are in the orchard. Like, that is the, that is the reward. And if you just hold on and do work hard enough, long enough, you'll see the harvest too. You said it, man. The growth is so much more rewarding than what you had to do to get there.
And I feel that. I feel that. And it's not just in business. It's in everything, you know. So that's so good. Well, that's a great message, man. Devonte, you're the man. Uh, you want to pray us out of here as we go into our week? Absolutely. I'll pray. Hey, listen, Father, in the name of Jesus, thank you so much for every single person that's listening.
God, thank you for every single person that has been a part of this journey with us over the last several months. God, be with them this week. God, help them to do the difficult thing and let them realize that the growth is so much more worth it. Jesus' name. Amen. Amen. Well, man, be blessed. Go in favor into this week. Let's make it a great week.
Thank you, DeVonta, and, uh, we'll see everybody next time. Let's go. For more information, reach out to Todd Westerland at 925-980-8012 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. We offer leadership classes.
We have an AI Academy. And also get more information about Auto Shop drop 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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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: Jimmy Lea: Good morning, good afternoon, good evening, or good night. Thank you for joining. So excited for us to have this conversation today with some really good friends. Everyone, this is to be an interactive webinar. So you're sitting there, you've got questions, you've got concerns, type them into the chat. We wanna be able to ask those questions of our panel today as we are talking about a very interesting topic. And with us today, first, is our good friend, Mr. David Boyd of Inbound Communication. David, how the heck are you, brother? David Boyes: I'm great. I, I, uh, I fully intended to have my jacket on, Jimmy. Jimmy Lea: Man. David Boyes: So excited to be here. We Jimmy Lea: coordinated on this and everything. David Boyes: I know. I, uh- Next time ... I, I was, I was lucky as, as busy as we've been at Call Inbound to, uh, uh, get up and, and organize and dress today. So I really, uh, it's always great to see you and of course, um, uh, we got to visit a little bit out at, uh, Worldpac STX and, uh, man, I tell you what, your wardrobe is always top notch. Jimmy Lea: Hey, thank you. Thank you. We're glad you are dressed today, just don't stand up. Thank you very much. David Boyes: Great. Jimmy Lea: And joining for us in our conversation today, David, is Tanika, Tanika Hayes with, uh, Haynes with Browns Automotive. Tanika, how the heck are you, sister? Tonnika Haynes: I'm doing good, guys. What's going on? Jimmy Lea: Staying alive. Good to see you. Great to see you. Also at STX, what did you think of the, the conference there with Worldpac? Tonnika Haynes: It, it was really, really good. I was not prepared for the size of it. There was a lot of people. People were peopling. So, um, once I got adjusted to all of the crowds and everything, I enjoyed it. I hadn't sat in a class in a really long time, like at an expo. Ooh. I'm usually just walking around and being nosy, but I picked up some good nuggets, so it was great. Jimmy Lea: Beautiful. That's awesome. Well, if, if the STX was a large conference to you, I would suggest that you really prepare yourself months in advance if ever you come out to SEMA and Apex in Las Vegas. Tonnika Haynes: I will be there this year. Oh, good. I keep hear- hearing that, so I don't know what meds I need to be on to take, To take it all in. But Jimmy Lea: we'll- You- Tonnika Haynes: I'm excited about it ... Jimmy Lea: we, we will talk about that because there is more than you can see within a week, and you really only have three days at Apex, four days at SEMA. You want to map out where you're gonna go, who you're gonna talk to, who you're gonna see- And for you, Taneka, schedule some time to sit down and chill Tonnika Haynes: Yeah. I'm gonna have to definitely do that. You're talking about, um, scheduling times. I'm gonna schedule time to go sit in the corner and recoup. Uh-huh. So where's Taneka? She's in the corner. Jimmy Lea: Yep, and, and I- It's David Boyes: scheduled time ... Jimmy Lea: I, I'm gonna work with you on that because I know the corners, I know the places where you can go and, and find some solitude. Tonnika Haynes: All right. Jimmy Lea: I am. Well, our conversation today is in preparation for making your shop better David, I'm gonna kick it over to you, brother. Let's start this conversation with Taneka. David Boyes: Yeah. Let's, uh, let- let's kinda move into this. You know, we're, uh, talking about communication, and there are so many facets that impact the customer experience. I think that it's important to know that, you know, there are tools and there are, uh, from an owner or, and manager's perspective and from a service provider's perspective, there are ways that we rally around making communication better. Um, you know, one of the things that is common at all shops is, uh, the customer phone call. Tonnika Haynes: Oh, yeah. David Boyes: So you winced a little bit. Tonnika Haynes: Yeah. David Boyes: Uh, how many times do we, you know, talk about our phone skills, uh, getting better on the phone, understanding the customer, understanding their needs, addressing their needs? And there's so much, you know, revolves around, uh, the phone calls and, and the way that our advisors and our front office team handles these. Maybe you have a CSR, maybe you have, you know, a service manager. Um, but people are, are answering calls all day long, and this becomes important that we understand who's answering the phone- Mm-hmm ... how they're communicating, what, what's the message that's being shared. Every time that phone rings, uh, that, you know, we like to say that's money calling. So Taneka, let me just ask you, you know, what, what are some of the challenges that you see or the, uh, the successes that you have with your team when it comes to managing and, and, uh, getting better on our phones? Tonnika Haynes: I wanna start by saying, um, I think I listened to my first phone call at my meeting with Jen- Jennifer, with the Institute. I'm currently coaching with the Institute, and that is life-changing- Yeah ... to listen to your team answer the phone. So if anybody's out there and they have not done that, they have not listened in on a phone call, figure out a way to do it. I don't know if it's gonna be a little paper cup and a string, but figure out how to do it. Um, and then I, listening to my own phone calls, and I- I'm the boss, right? I still cringe. And so you never know what's missing from those phone calls, what, what, what is standing out. You know, my team, we would not even ask for the appointment. Like, "Would you like to bring this in today?" You know- Oh ... you ask all the questions, they go through the scripts, but then we found that they were not saying, "Hey, would you like to get that done? Would you like to bring that in today or tomorrow? What works for you?" They were leaving it all to the client to say- Jimmy Lea: Mm-hmm ... " Tonnika Haynes: What's next? What's next?" Hmm. So they were answering the phone, and they were s- being very polite, but they were not closing. They didn't have a lot of words with closing. And so with inbound, I've been able to coach- You know, when you listen to yourself and you're like, "Ooh, ooh." And you can say, "Do you see what you did there?" Or even, 'cause you know, the team can listen to their own phone calls. "Oh, I see what I did there. I see where I dropped the ball." So that was, opened up a whole bunch of eyeballs around here. Well- It's like, "Oh, it's Monday, it's time to listen to phone calls." Like, "Ah." But you just increasingly get better over time. Jimmy Lea: Oh, it's so true. And, and the ability, Taneka, the ability to have calls from today- Tonnika Haynes: Mm-hmm ... Jimmy Lea: or from yesterday or, or even the day before. Uh, there was a time a decade ago when we would have to listen, as coaches, we would listen to calls. Listen, listen, listen, listen, listen, listen, listen. We're trying to find a coaching call, a call that is coachable, and this might be a call from two weeks ago, three weeks ago. Mm. The advisors are going, "Dude, oh man, that's forever ago. No, man, I, I don't do that anymore. I'm not like that." But David, I, I think you kind of solved a bit of that problem with your phone services. David Boyes: Yeah, thanks. It, you know, it's, it's important to, to recognize. I think every owner I've ever talked with has a similar issue. It's... And a lot of it rev- revolves around time, right? Are, are we aware of what's actually happening- Jimmy Lea: Yeah ... David Boyes: on the front line? Mm-hmm. And, uh, some of it is, uh, I wanna keep this a little bit at arm's length because I, I can tell you as an owner, I will have an emotional response when I listen to that phone call. And Taniki, you brought up a great point. For owners and managers here that are on the phone, please listen to your own calls. Yeah. Do it at least one time. Tonnika Haynes: Yeah. David Boyes: Well, twice. Have to Tonnika Haynes: bite the bullet. Just do it. David Boyes: Yeah. Just do it. And, Tonnika Haynes: and, and be ready. Just like- ... just like, "Oh, that is me." Yeah, that is you. David Boyes: Do it- Yeah do it twice because the first time that you listen to a call, uh, it's gonna just be weird, right? So listening to myself on recordings is always weird, but there's this heavy lift of time, right? Am, am I aware of what's actually happening on the front line, and how are we interacting with customers? And then do I have, do I have a mechanism to understand what's my expectation? As an owner, um, you know, it, it's important to establish that expectation. Maybe you're working with a call coach, maybe you've been in trainings yourself. It's, it's ideal to have a method by which you're going to measure your call handlers. And, um, you know, we wanna be professional. We want to build confidence and, and build rapport with these customers. It doesn't have to be fast, but typically- Mm-hmm ... you know, an incoming call from a customer is likely an appointment setting call or a status call. We're gonna set that status call, uh, bucket aside for a second 'cause we wanna be in front of, uh, status calls instead of having customers call us. But if you're listening to these and you have that rhythm around it, uh, we understand how these small habits can build on one another. Am I, am I smiling when I answer the phone? There's something physically that hap- When I, when I physically smile, there's something that is noticeable in the way that I'm communicating. And, uh, am I, am I clear? So what are the expectations? You know, uh, if you watch your advisors, I have, uh, my little cordless handset here. If they tuck their phone in like this, and, and you know, they're, they're trying to multitask Listen to those calls because likely it's very, very difficult to hear on the other side of this. So listening to calls, uh, helps us understand how, you know, how we conduct ourselves, how we conduct business, how am I representing the business that I, you know, that I'm working at as a professional. But also, what is the customer hearing and what is the customer's experience? So, um, these are, uh, important points, and it starts by listening. Jimmy, you brought up a, um, an important aspect here. Historically, we would listen to call after call after call after call to try to find something I can use to coach. So Taneka, you might do this. You've got a call recording system. It doesn't do much but just record those calls, and now I have to go through this, this process to identify a coachable opportunity. And this is now I think where we can move effectively into technology, right? We all hear so much about AI today, and what's really nice about, uh, having, you know, a, a phone system that records is now you have an asset, and you can use that asset to do something more with it. And we can use AI to help that heavy lift of time and, you know, take 90% of the time requirement off. So instead of having to spend 30 minutes, I might have to spend two or three minutes to take that call, sit down with my service advisor, go through this, and have a meaningful, constructive conversation about the things that work well. Jimmy Lea: Yeah. I, I love, David, that your software makes it so easy to find these coachable calls so much faster. A- and Taneka, that's just gotta be a lifesaver for you as well, coaching your service advisors. Tonnika Haynes: It is. I remember, um, speaking with a friend, fellow shop owner, and he's like, "I need you to set aside a time." And so what I did is on my calendar, on Wednesday, that's the day that I sit down and we go over phone calls. And so, you know, you got the dashboard, and that dashboard will say, "This is a coachable call. This is a coachable call." And it is a habit for me as the owner/manager, um, to make sure that I'm staying on top of it all the time because we'll slip into old habits, right? So me listening to the calls and bringing the service advisor or, um, or bring Jay in and say, "Hey, let's listen to this. Let's see how we can get better." You know, you continuously improve on it, and you don't slide back into old habits. Because I'm not on the phone as much anymore. If I have to answer the phone, I know personally, and everything's at stake for me, I slide back into old habits. So we all are capable of it, and so having that dashboard in front of us and said, "Hey, this is a call you need to look at," the service advisor or the person answering the phone does not feel like they're being picked on, but they're being improved upon. So, "Look, I'm just lifting you up. This is what we can do. Do you see how we can make this better?" And it's a we, it's a us, it's coachable, it's there, it's real, and, um, I really enjoy th- that part of the dashboard. Jimmy Lea: Oh, I love that. How often, Taneka, do you send, "This is a really good call"? This is a really good call. I Tonnika Haynes: like a really good call How often do you send that to the team? You know what? Yeah. I probably should do that more. But when I see a good call, I, I, I like to share it. And when I get a good review, like I l- literally just got a good review based off of a bad situation that we were able to turn around with proper communication, and the customer l- literally said, he's like, "The communication... The problem was still there," he said, "but the way they handled it and the communication was key." So he was not satisfied when he left, but the way that we dealt with it afterwards, and that recording of how we guided him through the process, and how we, you know, we apologized, we came up with a plan, apologized again, and kept it moving, and that was a great coachable call. It's like, this is how you handle a bad situation. Look how we won here. So yeah, those are just as important as the, as the losses, as the bad calls. "Hey, this is a good call. G- this is a good call." That balance is super important. Yeah, it balances it. Yeah. And then, you know, it's like, okay, I did that right. Even when that client is a client that does not belong to you, and you can hear them tell the customer, it's like, "Hey, you know what? Appreciate your call, but this isn't the place for you." And that's not the word for word, but, "Hey, you handled that good. Thank you for saving us from a nightmare." Jimmy Lea: Yeah. Tonnika Haynes: Amen. Share it with your team. So you gotta share the wins and the, the misses. Jimmy Lea: Yeah. And, and, uh, for a lot of people, I think they struggle in the creative. So if they can hear it, that it's already been done, they can duplicate. Sure. They can mimic. They can do the same thing over and over and over again. So the more we send these beautiful calls, "Oh my gosh, you guys did so well on this phone call. I, I love this part, this part, and this part," they're able to duplicate that, and they'll do it over and over and over again. And then, then you're- The mistakes that are being made become much less because you're showing, you're, uh, mirroring to them these are the really good calls that we wanna hear. Tonnika Haynes: And, and sharing that when you're going over a call, you got the good call here, we can work on this call, but this is another good call. You know, we talk about giving that sandwich. Yeah. And so that's another opportunity you can give that good sandwich. So when it's time to come in on Wednesdays and listen to your phone calls, you're like, "Ooh, I know I got one coming and I think I know which one it is." And then you're like, "Yeah, but you got this one too, so you won here, and, uh, we missed on this one, but next time it's not happening." Right? Right. So it's, you know, it's all in coaching. Jimmy Lea: Oh, David Boyes: it's so true. You just said something that's super important, and, uh, ooh, I think I know which one this is. Tonnika Haynes: Yeah. David Boyes: Um, there, there's a lot to unpack there. I, I, I love the, the good with the bad. We'll talk about that more too, but, um, creating the awareness. So consistency wins, and, um, I'll say it again, be consistent with the process because consistency wins. And when you have that rhythm where it's familiar and it's expected, we're gonna sit down and we're gonna listen to calls, we're gonna go through this, identify the opportunities, um, it's not good and bad calls, it's, you know, it, it, uh, we call them top calls or champion calls and coachable calls. So a coachable call isn't inherently bad. Maybe we even got an appointment. Tonnika Haynes: Mm. David Boyes: Right? But there's, there's opportunities. So, uh, when we have that rhythm and it's expected, what's really important about what you just said is the awareness. So when I go to pick up that phone, is this the call that Tanika's gonna be talking with me about tomorrow or, you know, Wednesday, whatever our rhythm is? It, it will begin to create that moment of pause that as an a- an advisor when I'm picking up that phone, I can take that breath. Yeah. I can, I can, uh, let that, uh, you know, that technician that just blew me up Tonnika Haynes: Let 'em David Boyes: go. I can let that slide off. I can shake that off. Yeah. And I can focus for a moment to make sure that that customer knows right at this moment they are absolutely the most important person to me right now. Tonnika Haynes: Mm-hmm. David Boyes: So that's an important message to convey over the phone, our, uh, the, you know, the way that we speak, the words that we use, my en- excitement and enthusiasm about being on that call all comes through. So as we get through this rhythm and we develop the consistency and it becomes normal, now I've got that awareness on my team that, hey, this next call I'm taking, I'm gonna have the moment of pause to focus because this might be the next one that, that we're reviewing. I want this to be a positive call that, that Tanika's coming to me and saying, "You did really well on this one. Let's continue to develop this," and, you know, replicate the things that are working well. Instead of, "Hey, there's some opportunity here. You know, you didn't ask for the appointment. You were, you know, pricing over the phone. You said 'no'." No comes out in a lot of ways, doesn't it, Tanika? Where- Tonnika Haynes: Oh, yeah ... we, David Boyes: we might be telling somebody, uh, "You know, I'm really busy right", or, or, or "W- we, we're really busy right now, I can't get you in until Friday." Tonnika Haynes: Yeah. David Boyes: That's, that's, we might as well just say, "No, I can't help you." Yeah. Tonnika Haynes: Yeah. You, that's, that's all they heard was the no. Um, even if you give... And, uh, everybody knows that I'm, I'm big on nos. Like, I can give you a no where there's some healthy nos, but then there's some nos and you have the customer saying, "Hey, um, m- my brakes are making the noise and it just started." And he's like, "Oh, no, I can't see you till Friday." He's like, "Yeah, but I'm gonna die before Friday. I wanna see somebody now." Um, so you don't, you have to learn how to coach them and say, "Yes, so bring that in. Let's take a look at what you've got, and then we'll come up with a plan." You didn't promise that it was gonna be today or tomorrow, but you said, "Bring it in. I'm worried about your safety. Let's see what you've got." Yeah. "Let's see if you should really be concerned about that check engine light. It might be a EVAP code." They don't know that, "But go ahead and bring them in." So and then you, like you said, the cadence in it. This, I'm not gonna make you any promises over the phone, and I would literally say that. "Hey, I don't wanna disappoint you by making a promise that I can't keep. So don't- Yeah ... don't make me, don't put me in that hole. But I need you to go ahead and bring that in to me as soon as you can. Um, and let's scan it. Let's see what you've got, and let's see if you should really be worried, if you can make that trip or we need to bring you in right away. We will help you come up with a plan." So just that solid no. "No, I'll see you Friday." Jimmy Lea: He, " Tonnika Haynes: Meh. No you won't." Yeah. Like, so that's support. That's Jimmy Lea: my- David Boyes: It, it becomes very collaborative in what you just said. Hey, let, let's make this about you, let's make this about your safety and your confidence to drive that vehicle. Maybe you gotta get across town and your commute is 30 minutes. Let's make sure that your vehicle is safe, and then once you're here and we make sure you're safe, let's talk about, uh, when we're gonna have that on the schedule. We'll get that vehicle in Tonnika Haynes: and prepared. Yeah. What are the next steps? Yeah. So let's go ahead and get- let's get your nerves calm- Mm-hmm ... and then let's come up with the next step. Let's come up with a plan. Us, us, us, we, we, we. So Jimmy Lea: yeah. Yeah. Oh, I love it. I love it. And, uh, you talk about s- building a solid foundation for this, the solid foundation for their skills so that the, the ongoing training you're doing really builds on that foundation. Uh, we've got a three-day service advisor with the institute. We're gonna give a shout-out to the institute here right now. So everybody grab out your smartphones, scan the QR code if your service advisor needs a solid foundation. Thank you, David. If you need a solid foundation- Registered now ... and you need to start with... Yeah, get registered. I know you've been to a couple of these, David, 'cause- I have you've talked about all the skills here just really, really well. If your service advisor needs that and you need to go from zero to hero very quickly, this is an intensive that you wanna send your service advisor to, and it will be at headquarters in Ogden, Utah. Fly right into Salt Lake, and, uh, and we got you set up there in Ogden. So, yes, David Boyes: scan that. It's a beautiful drive up from the airport. This class is, uh, it, it, it will help establish the, the fundamentals to build on. Yeah. So you come here, it's, you know, it's boot camp, right? We're, we're going to make sure that we're establishing the expectation and give you something to build on as the owner. Send your service advisors in here. Uh, they'll get those fundamentals, and then you'll have, you know, these, these mechanisms, uh, to improve them over time. I promise you it'll be a, a real game changer for your frontline. Tonnika Haynes: Well, you know what? Beautiful. I wanna piggyback on that. Um, and I wasn't coached to saying this. If they've already been, send them again. Jimmy Lea: There you go. Mm. Tonnika Haynes: Send them again, because here's the thing that I know, and I'm just gonna make it simple. I want you to think about your favorite movie. Like when, when I was in the 20s, for me it was Friday, the movie Friday. And then we watched that movie every Friday after work with the crew that I worked with, and it was just the most ignorant movie and the best movie for my generation. Each time I watched that movie, I would see a different thing. So I want you to think about your favorite movie and, or v- your favorite comedy. Each time you'd watch it, you would pick up something else. So it was like, "Oh, I didn't see that that last time." So even when it comes to training, "Hey, I did this three-day class and I did it a year ago. I grew." Jimmy Lea: Do it again. Yeah. Tonnika Haynes: Do it again. Do it again. You, you're never too mu- uh, there's never too much coaching. So just do it again and you'll see it from a different angle. I just wanted to say that. Yeah, 'cause, um, there's been some classes that I, I take, and not just this one, but other classes, like, let me take that class again. Yeah. And you're like, "Aha. I didn't remember that from last time." Yeah. I didn't implement that from last time, 'cause we, you guys tell us, and coaches will tell you, "Just go and implement one thing. One thing." I mean, watch those changes, and then the next time you take the class, let's do one more thing, maybe two, and get, get a little bit better. Right. Jimmy Lea: Yeah. So speaking of training, ASTA, A-S-T-A, is coming up here real soon, Taneka. Real Tonnika Haynes: soon. We're less than 30 Jimmy Lea: days out. Let's give them a shout-out. Tonnika Haynes: Shout out to ASTA. Those are the people, not the people that made me, but it's my just one, my just one thing that I took away from there each time has helped build me to where I am. And I am, I cannot say I would not be where I was without them. But I would not be where I was, where I am without them. From those, those people that I met, the village that I met, meeting you, meeting my first coach, just meeting my, my industry brothers and sisters that I can call on at any time when I'm about to flip out, or when I have a win. 'Cause you know as owners and when, when you're a little higher, you can't share your wins with everybody without some jealousy. True. Yeah. So when you have a win and you have that community to call on. Mm-hmm. So yeah, ASTA is the place to be, September 24th to 26th, right here in Raleigh, North Carolina. So I hope somebody shows up. And, uh, I wanna meet some... Well, I know Jim. I'll be there. Jimmy will be there. You will not miss him. David Boyes: He'll have the jacket. Tonnika Haynes: He will have plenty of jackets on. It is a fun atmosphere, lots of community, lots of learning and growing. Jimmy Lea: Yeah. Yeah. We're gonna have a jacket war, so anybody who wants to play. David, you're bringing your jacket, so David Boyes: who wore Jimmy Lea: it best? Yes. Yeah. David Boyes: Yeah. I, I wanted to make sure that we were gonna f- uh, be able to carve out some time to do the who wore it best. Tonnika Haynes: Oh, David Boyes: always. I think, so B- Benji will be involved. Brett will probably be involved, right? Mm-hmm. And, uh, you, you two- Mike Allen ... Mike, okay, Mike, yep. Tonnika Haynes: I, I, I feel like we should have a girls version of this, 'cause you know, if the women got involved- Jimmy Lea: We always lose Tonnika Haynes: I mean, we would just throw you guys under the bus. Jimmy Lea: It's true. We tried that, Tanika, and you swept it. Yeah. You swept it. There, there was no- Tonnika Haynes: I don't wanna do that to you guys ... competing with Jimmy Lea: Tanika. Tonnika Haynes: I don't wanna do... Yeah, I don't wanna do that to you, so we'll, we'll figure it out. Maybe I'll make a f- couple phone calls and text messages and see what's up. David Boyes: Yeah. Speaking of phone calls. Speaking of phone calls. Tonnika Haynes: Throw that back in. David Boyes: I have a question for you. Yeah. Yeah. That's, hey, I couldn't have asked for a better softball there, but that's great. Um- ... thinking, thinking about the coaching process, you know, I, I, I had mentioned before it can seem a little uncomfortable, even as an owner. You know, listen to two calls, because that first one, you're gonna be so- Mm-hmm ... consumed by how weird I sound on the phone, right? So, but when you, when you started this with your team, what, how was it received? What were some of the, the challenges, uh, do, you know, h- what feedback did you get about listening to calls and going through the analysis? Tonnika Haynes: So I wanna say that when I first did it in, in coaching, so in a group setting, and you're listening to your team, so they call in, they have to do a call and they'll record a call. And so it's like, "Oh, well this time she did this, and this is the excuse." You wanna come up with excuses. You wanna defend- Right yourself. I wanna defend my shop. And so that service advisor's gonna wanna defend him or herself. Like, "Oh, well, you know, that customer and this was that." I was like, "No." So you get past that, and it's like, okay, like I said, you give the sandwich. Okay, so this is a great call. You tell me what you could have done, could have done better in this call. Right. 'Cause I don't wanna be in... 'Cause if you go into attack mode and say, "Oh, you should do this better, and you didn't follow the script, and you, you, you, you, you," you're gonna get somebody that's gonna put up a guard and be like, "Whoa, whoa, whoa. I did my best." So I'll say, "I know you did your best on this, this one call, and you did a great job on this call. What happened, brother?" Balls in your court. Tell me how you can improve on this. Mm. What do you need from me to help you improve here? Was there a distraction? What was, what was the problem? So I kinda feel like I can teach them to self-coach. Jimmy Lea: Yep. Tonnika Haynes: I'm, I'ma give you a whole toolbox. You've got this toolbox. You know what a good call to- sounds like. Like, you also have a mirror. There's a mirror right there. Look at yourself. You've got reminders. I've got sticky note reminders on each, each person saying, "Don't forget to ask for the sale." What happened? "Oh, man, I was distracted, I sh- I should've..." Yep, you should've put the mouse down. You should've put the mouse down. So usually people will first get defensive, same. Mm-hmm. Um, then the defense mechanism starts to come down. Say, "All right, okay, so how do we fix this so next time I cannot find a bad phone call?" Jimmy Lea: Bingo. David Boyes: Yeah. Jimmy Lea: I love it. It, yeah. I love that you have a mirror there and you have sticky notes there helping as well, Taneka. Tonnika Haynes: Yeah. Jimmy Lea: Yeah. That's, that's so good. ' Tonnika Haynes: Cause we forget. And- And it's okay- Oh, we do ... 'cause we get busy. But the Jimmy Lea: more Tonnika Haynes: we work on it- And I, Jimmy Lea: I, you... I'm certain that you guys have heard this before, that a fake smile is better than a real frown. Tonnika Haynes: Yes. David Boyes: Yep. Tonnika Haynes: Yes. And I'm really good at that. And so I've learned that because I've been doing it a very long time, so people know that I can really make you... I could, like, really fuss you out, and I would sound so sweet 'cause I'm smiling at you the whole time. "Well, you know what, Jamie? I think that was the stupidest thing you've ever said." Jimmy Lea: And if you do it with a smile, you can Tonnika Haynes: get away with it. And you're doing it with a smile and, and when you're shaking your head. So that smile makes a difference. And when I'm- It does ... picking up the phone out of an emergency, if they are busy up front and I'll see that phone ringing, and I pick it up and I'm not ready personally, I'm not ready to answer that phone, and it's a client that knows me, and I'm not smiling, I will get a, "Hey, Taneka, what's wrong?" You Jimmy Lea: okay? 'Cause Tonnika Haynes: they, "You okay?" And I'll say, "Oh, I'm sorry. I was distracted." 'Cause that's usually what happens, you're distracted, or that service, that, um, technician just rubbed you the wrong way or something's happened at home. So but once you put that smile on- You just fake it till you make it. And now you, I usually don't like to say that, but sometimes you do have to fake it till you make it. Like, yeah, absolutely. And use those words of, those positive words. Absolutely. Let's look into that for you. Yeah. Yeah. Jimmy Lea: Sure. I love it. Love it. We talk about the phone call and how much it's worth. Uh, Bimmer PhD Motorsports is saying, "Can we dig into that a little bit?" How much does it cost to get that phone to ring? How much does it cost to acquire a new customer? You talk about the mindset and you talk about the service advisor- Mm-hmm ... and the smile that's needed to be there, fake or real. How much is that phone call worth, Tanika? Have you analyzed any of that in your shop? Tonnika Haynes: So that was actually a, um, something we did in the 20 group with my coach Jen. We went through that and we calculated how much it costs to sh- get that phone to ring. And I really wish I was prepared and I had that number for you. But once you realize that number, share it with your team. Jimmy Lea: Yeah. Tonnika Haynes: And then, uh, the institute probably has, um, a blueprint on how to figure that out. So you're looking at how much your website is, your Go- Google ads, any form of marketing that you have out there, down to the phone bill. Jimmy Lea: Yeah. Tonnika Haynes: How much does it cost to make that phone ring? And once you see it as the owner, you're gonna be like, "Whoa." And you share that with the team. Like, every time that phone rings, it costs me this. And then also think about your ARO. Jimmy Lea: Mm-hmm. Bingo. Tonnika Haynes: And every time- Yep, yep ... we do not get a y- yes, and we don't get that client through the door, we lost $850. Potential $850, potential $1,100. Jimmy Lea: Yep. Tonnika Haynes: So once we start thinking about, you know, everything, everything's not about money. It is That Jimmy Lea: we keep score. Tonnika Haynes: It is how we keep score. Yeah. Like, you know, we, we talk about we've got the metrics on the dashboard. Numbers don't lie. People do. Your emotions will. David Boyes: Yeah. Tonnika Haynes: It costs me $75 every time that phone rings. Mm-hmm. And when you ring it, and when you land that deal, that's a potential 850, or whatever your ARO is, or whatever- Yeah ... that's what it is. And that's, and how long does it take to get that one client to get through the door? Yeah. And also think about how long you can hold onto them as a client. How many years Jimmy Lea: are you gonna- Tonnika Haynes: What's the lifetime value of the client? What's the lifetime of that client? Jimmy Lea: Yeah. Tonnika Haynes: So that smile when you answer the phone, yeah, that's worth a lot of money. Jimmy Lea: Tens of thousands of dollars. Tonnika Haynes: Tens of thousands. So go ahead and put your Vaseline on your teeth- Jimmy Lea: Mm-hmm ... Tonnika Haynes: and, and start a- smiling. Jimmy Lea: Yeah. That's an old theater trick. Yes. Are you a, are you a musical theater person? Tonnika Haynes: No, but I just know about- Where are you pulling that from? ... Vaseline on your teeth and, 'cause you get tired of smiling. You, you know, at the conference, you have this whole muscle thing. You're like... Jimmy Lea: Uh, yeah. Tonnika Haynes: Keep s- keep, just keep smiling, smiling, smiling. Jimmy Lea: That's right, David Boyes: Dorothy. Those are important numbers, uh, to know how much does it cost to get that phone to ring. Tonnika Haynes: Mm-hmm. David Boyes: Uh, in some cases it can be, uh, you know, several hundred dollars depending on really all of those factors around generating those phone calls, and then what that ties into when the phone does ring, um, and we don't ask for the appointment. Has that $850 or $1,100 just walked over to my competitor across town? Yeah. But it also sets the stage when we're talking about coaching and development to bring it back to what's in it for me. As a service advisor, you know, most high performing shops are incentivizing their advisors on these, you know, these GP numbers and, you know, there might be other metrics on Google reviews, maybe have spiffs for these different things. It all requires us to generate the appointments and get those vehicles in so that we can have an inspection and we can, you know, generate the, the estimate and ultimately have a sale, and then make this an amazing experience for the customer so they're gonna come back next time. Tonnika Haynes: Mm-hmm. David Boyes: Uh, at the very front end of the phone call, you know, it, it takes X number of dollars to make the phone ring. When that phone rings, the customer, if they're a first time caller- Uh, they're likely y- we as, as a business are likely setting the stage within that first 15 to 20 seconds for the length of our relationship. So based on those initial interactions, we're going to begin setting the stage of how well this customer visit is going to go, uh, how much that we're developing trust with this customer. Do they trust me as an advisor? Do they trust this business, that we're experts and we're gonna help them, and we're gonna do so in a, in a fair and meaningful way? And then also, uh, we're going to set that basis for a repeat customer. Jimmy Lea: Mm-hmm. David Boyes: So that, that's where we get into the, the longevity of our relationship. Interestingly enough, so much of this happens at the very first moments of that very first phone call. And when we acknowledge that as a service advisor, I'm like, "Oh, that does tie back to the paycheck I get." As a business owner, "Wow, that ties back into the stickiness of my customers." I love, you know, repeat customers. I love repeat business. So we wanna drive these skills up front. Uh, Taneka, you talked about, you know, sitting down and going through, um, some of these calls and the, the service advisor reaction. Have you really developed and, you know, share your expectations on how you'd like the, the phone answered? I'm not asking about a script. Tonnika Haynes: Mm-hmm. David Boyes: But like that flow, right? We don't wanna create robots. Right. What have you done at, when you, you know, train and develop your team on here's what I would like to hear from you? Tonnika Haynes: So I haven't honed that in 100%, but I, I do know that we wanna thank them for calling. David Boyes: Mm-hmm. Tonnika Haynes: We wanna know how did you find out about us? Great. Is this your first time calling? How'd you hear about us? So, so we can track that, right? Yeah. Was it a repeat? Was it a neighbor? Was it a Google? How did you... Was it a postcard? How did you hear about me? Um, what can I help you with, and how soon can I get to it? Can you bring that in today or tomorrow? And, um, and smile. So I have these little things that I want them to say that's on the side- Yeah ... of their computer, and I don't want you to sit there and read and just say, "Oh, well, yes, sir, how can I help you today?" I want it to flow naturally because that's who we are as a shop. We- we're not a scripted shop. We're, we're a bunch of goofy people, actually. People. We just happen to fix cars. Um, and that's who we are. Yeah. And I want that to come through. I want you to be friendly. I want you to re- when they come in with the cat or the dog or whatever, please not a cat, but the dog. I want you to put in the notes, this is, this is that customer's name and this is what their dog's name. If they refer to their, their car, "My car's name is Pearline." If you called my car by his name, I'm not taking it nowhere else So I want you to build that relationship. And so I don't have a script and I don't have a formula yet, and maybe I should work on that. And, um, we do have like a SOP. Yeah. Probably should do a better job at that. But then what you just said made me raise my eyebrow, like, I should do better with that. But we do have some things that I'm, that are non-negotiables. David Boyes: You've got your flow there, which is great. Mm-hmm. And I think you're, you're doing better in that than, than- Yeah ... uh, some owners that, that we talk with. I encourage, I encourage everybody to have a flow, right? Yeah. We, we wanna kind of go through the conversation. I'll tell you the number one, um, deficit that I hear within the first probably 10 seconds of a phone call is asking for the customer name, right? So- Right ... "Thank you for calling ABC Automotive. How may I help you? Um, yeah, I can help you with that. My name's David. What's your name?" Jimmy Lea: Mm. David Boyes: It's so simple. Yeah. And, uh, I listen to call after call after call. I mean, these, they, they pop out because of our AI call analysis, but where we go through this whole process and we've had a 90-second call or a two-minute-long phone call, and at no point ask the customer name. Tonnika Haynes: Right. And then you assume that the name on a caller ID is their name. David Boyes: Mm-hmm. Right. Tonnika Haynes: That, that's a problem, too. I know that we were doing... I was doing it as well. Yeah. I would do it as well. David Boyes: Yeah. Tonnika Haynes: But, um, and, and with that, I had a little challenge saying, "Hey, I want to see you guys' name on the, the review." Yeah. And it really bothers me when a client calls to check on their car, and I have to, have to answer the phone, "Hey, who was your service advisor?" "Uh, I don't know." What? David Boyes: Mm. Tonnika Haynes: They need to know your name. David Boyes: Mm. Tonnika Haynes: So I had to make sure that everybody had their own business cards when the car was dropped off. "Hey, my name is Stuart. This is who you should call to check on your car. Everybody here can help you, but I'm the main person." So I think a lot of people just don't do that, and say, "Hey, well, my name's Tanika. Who am I speaking with?" Great. "Have you been here with us before?" David Boyes: Mm-hmm. Tonnika Haynes: You know, if it doesn't pop up on the caller ID, "Have you been here with us before?" Yeah. But the caller ID pop up, that's a game changer. Am I skipping ahead? Should we not go that far yet? David Boyes: No, you're fine. Yeah. Tonnika Haynes: Thank you, David. Yeah, just be ready. Yeah, be ready when, when David Voigts calls Brown's Automotive, and you call and say, "Brown's Automotive. This is Tanika. Hey, David, how can I help you today?" What is that? What are you doing? You knew I was calling. You know, like- Yeah ... yeah, caller ID exists. People forget about that. David Boyes: Yeah. Tonnika Haynes: But- They do. They do. But it, it's just extra special. Yeah. And that's what the caller ID... I know one thing I do when the customer's walking in, and if I know I have a blue Toyota Coro- Corolla coming in at 9:00. "Who is this coming in?" Yeah. "Hey, Mrs. Such-and-such. Good morning. Oh, hey." Instead of saying, "Can I help you?" Yes, you can help me. That's why I walked through the door. David Boyes: Mm-hmm. " Tonnika Haynes: Hey, M- hey, Mary David Boyes: Jane." Or, "Hang on a second. I'll be with you in a second." Tonnika Haynes: Yeah. No. David Boyes: Don't do that. Tonnika Haynes: Don't do that. David Boyes: Yeah. Tonnika Haynes: So, um, there's a lot to be said about customer service, and there's a lot to be said about s- calling people by their name. Jimmy Lea: Amen. Tonnika Haynes: Yeah. David Boyes: It creates familiarity. Yes. And, uh, when, when we have familiarity, we have a relationship. Mm-hmm. It's in- it's potentially implied. But people love to do business with, with the, the folks that they have a relationship with. Mm-hmm. And they're inclined... You know, this is the fun thing about consumer behavior and human behavior, is when I have a great experience, I wanna rally my friends around that too. I want to include them in the joy that I get to experience when I come see Tanika and her team. Yeah. So I'm gonna- I, I'm gonna be much more likely to tell folks about it. If I have a meh- Meh ... average experience, it's probably not gonna come up in conversation. I'm not gonna stick my neck out there. But, um, how do we do that? Well, we address people by their name. We know when they're calling, right? I might even be pulling that up in my shop management system or my CRM. Just the s- the second the phone rings, it's gonna pop and present that information. "Yeah, I saw you were in three, three months ago, and we had looked at, you know, X, Y, Z on your vehicle. Should we add, add some additional time to take care of that this time?" Right? It, we have an awareness. They have confidence in us. We know them as a person. We know their vehicles. And now we're, we're joining together with our customers. Mm-hmm. Yeah. Uh, at, at a common goal, right? And it comes back to their safety. Well, Tonnika Haynes: so what'll happen is you'll get a client, and, um... Sorry about the background noise. That's all right. You'll get a client, and they're not thinking about their car. They, they, they've grown to love you. They've grown to know you. They know you by your name. And then you made the recommendations last time. They trust you enough that they are just gonna be like, "Okay, whatever. I'll talk to you about it next time. Tanika's gonna remember that for me." Say, "Hey, Miss Mary Jane, you remember we talked about..." "I don't remember we talking about." "Well, here's a copy. I'm gonna send that over to you. We're gonna look at it, these things again." Yeah. It's just like having a whole system, and then you become that person. It's like I don't have to remember what my car needs 'cause Tanika and her team have the history, and they know me by my name. David Boyes: Mm-hmm. Tonnika Haynes: Right. And they're gonna take care of me. David Boyes: The paradigm shift there is I, you know, as a service advisor, I'm the expert. Tonnika Haynes: Mm-hmm. David Boyes: As the service manager, I'm the expert, right? You've come to me because of our and my expertise, and I'm sharing the belief that you wanna be safe and you wanna care for your vehicle. So allow me to make these recommendations. Allow me to, to keep that, those notes about our previous interactions so that when we meet to, when we meet again, we can make sure that w- you know, we're, we're not starting from zero- Tonnika Haynes: Mm-hmm David Boyes: that we already have this information available, and we're going to improve that experience. Tonnika Haynes: Yeah. David Boyes: Um, on the, on the call coaching side of it, um, you know, I, I think at some level you've kinda normalized it in your shop, and I'd love to learn more about how, you know, how did you do that? It's, it's not typical, I would say, that people are just, like, rallying around, "Let's listen to calls," right? 'Cause part of it is, you know, the exposure or this kind of fear of judgment. But once you normalize that and make it consistent, um, I'd love to know how you've done that and, and keep the, uh, the Big Brother mentality out the door. Tonnika Haynes: Well, I don't, well, we've got cameras, and we've got these things recording the calls. And, and first of all, these calls are not being recorded to get you. These calls are recor- Yeah ... recorded to cover your butts from that crazy person that swear they didn't say it. Mm-hmm. These calls are recorded to make you better. Um, I remember Chad say, "Hey, just put it on the calendar. Just put it on the calendar." It's like ha- having that one-on-one for the first time. Nobody knows what to say or to do. I'm not trying to attack you. I'm just trying to make you better. So let's just... I listened to my call. Be vulnerable. Me. Hey, Jimmy Lea: Yeah ... Tonnika Haynes: you don't wanna listen to your call. I didn't wanna listen to my own call. But let's, let's do this. It's just on the calendar. And like I said, the defense will just break down a little bit at a time, and I found that with my one-on-ones again. Like, we do a first Monday one-on-one. If I was late or if I skipped the one-on-one, they're like, "Well, why did, I didn't get my one-on-one. Am I in trouble?" They look forward to it. Everybody wants positive reinforcement. Amen. So if you keep it positive, and then some- like, "Hey, I looked at 10 of your calls, and out of the 10, only 3 of them were coachable." Or, "Hey, you remember when we started out, how you would have, like, a 11 bad calls out of 20? Dude, you only got two this time." So make sure we measure it, okay? Schedule it, measure it, keep it going. Know you're uncomfortable, they're uncomfortable, and just say- I don't wanna do this. Nobody wants to do it. Nobody wants to lift that... Well, a lot of people don't wanna lift the heaviest weight for the muscle gain. Mm-hmm. It's gonna be painful, but it's gonna get easier. It's gonna be easier for me and you as the coach and the coachee, or is it a coachee? Whatever. So, I mean, it, it's... I don't know if there's an easy way to put it, but I just know that you just keep doing it, you be consistent, and you let them know if you're uncomfortable. Like I hear shop owners say, "How do you start this one-on-one stuff? How do you start this coaching stuff?" You just start it. And you're just like, "Ooh, hey, I don't know what I'm doing either. Let's do this together." Yeah. "Let's, let's get better together." Like, I'm listening to my calls too. We're all getting better together. So I would just say start it, put it on a schedule, make it, make it pop up, show up. Yeah. Wednesday, coaching calls. Jimmy, one of the- Schedule it. It's ready to go. David Boyes: Yeah. That, that's perfect. I, I, I love the perspective too. And Jimmy, one of the, you know, the things that I share with owners consistently is be consistent. Mm-hmm. So I think the, the technology drives that, right? We're delivering an email with, you know, here, here's a, a top call, here's a coachable call. Here's some additional information. So delivering that is important, and the technology really helps us drive that consistency in this case. So, um, when that, that email comes out, here's a call example, you don't have to do anything with that today, or you can. If you don't, there's another one tomorrow, right? Mm-hmm. And we wanna create that normalcy. And th- this is the part that drives change, is one, you know, we're, we're making this normal. Yep. And Tanika, you were just talking about that, right? We're gonna put this on the calendar. People begin to expect it, right? It becomes normal for them, and that's a super important milestone in the coaching, training, and development process, is that sense of normalcy in the shop. And then, um, u- understanding the expectations and, you know, where do we have the opportunities. Um, Tanika, you know, one, one thought that comes to mind here is, you know, you'd mentioned at the beginning, like ask for the appointment. As you began doing this, you know, what, what did you begin to understand and, and see happening across, you know, the phone calls and across your organization? What patterns began to emerge? And really, what's that aha moment you had where you're like, "This is bringing value to me while I'm bringing value to my team"? Tonnika Haynes: Ooh, that's a good question. So when we start asking for the appointment, you know what? The calendar filled up. David Boyes: Yeah. Tonnika Haynes: Yeah. So the marketing was working. And, um, but the big aha moment... Ooh, that's a good question, Dave. You got me on that one. Should have text me that before you asked me that one. I'd been ready. David Boyes: My Tonnika Haynes: apologies. Phone with you. Aha moments with phone calls. I don't know. I, I really, I can't answer that one for you, but what I do wanna say before I forget the chance, don't get the chance to say it, when they're sitting beside each other up front and they're lis- 'cause they're, everybody can hear everybody's phone calls. Mm-hmm. I can hear them say, "That was a good one. What was that one about?" Or like Stuart would tell Hailey, he's like, "She's, she's had a lot of good phone calls here lately. I can hear the change in the way she's handling the phone calls." So again, um, may have got a little bit off subject, but them helping each other and encouraging each other. Maybe they can only hear one end of the phone call, but there's some key words like, "Oh, you killed that one." Jimmy Lea: Yeah. " Tonnika Haynes: You killed that one." Or making that sale on the phone call. Yeah. "I heard how you delivered that BVI. I heard that delivery. You gave them the good sandwich," and they said yes. Like this morning, she was like, "She said yes to everything." It's like, "God, it's working." Imagine that. Love it. Imagine doing a training, following the instructions, and it actually working. Jimmy Lea: Yeah. Gotta David Boyes: love that. It really is the aha moment too, right? Tonnika Haynes: Yeah. David Boyes: You're, you're going through, you're driving consistency. You have, you know, some form of flow and expectations, and you're learning from one another. I love the fact that- Mm-hmm ... they're listening at least to one side of each other's conversations- Right ... in real time. Tonnika Haynes: I David Boyes: think I'm lucky Tonnika Haynes: with that- And then getting to populate from that ... with my team. David Boyes: Yeah. Tonnika Haynes: I think I'm lucky with my, 'cause they're, they're not in competition, and, um, it's like how do you keep them... I don't know. God blessed me with that, but I'm just lucky that way. But encouraging each other- So. Jimmy Lea: It's good. That's good, Tanika. You, you've set up a solid culture there, solid people. They've got great results. You're listening to the phone calls. Consistency, like David's talking about. You know, um, hearing one side of the conversation helps a little bit, but if you, if you, as an owner, if you're only listening to half the conversation and you are not booked up three, four, five, six, seven, eight days in advance, chances are you're missing the other half of the conversation, and you need to listen to it. So you do need a device, a program, a, a hardware. You need a, a phone system that allows you to listen to all sides- Mm-hmm ... of the conversation. You've g- just gotta be able to do that. You gotta be able to do that. Now I'm gonna give another shout-out here as we work in our marketing. So a lot of times I hear shops talking about their marketing. "Well, my marketing's not working. I'm not... It's not working. It's not working." A lot of times it comes back to the phone call. Mm-hmm. How well is the phone call being handled or treated from an advisor? But speaking to the marketing part, we've got a shout-out here for the institute is holding a marketing intensive this October 26, 27, 28. Tanika, I just got off the phone with Brett Faidley. He is signed up. He is coming out for Mars Conference, so if you wanna get signed up as well, sister, we'd love to have you out here. Tonnika Haynes: I gotta get a real flashy jacket for that one. Jimmy Lea: Uh-huh. Tonnika Haynes: Pull out my Jimmy Lea: rhinestones. Right behind that Mars Conference. So if you got your smartphone there in front of you, grab out your smartphone, turn on your camera. There's the QR code right there. Oh, man. Flash the QR code and get registered. The, the, uh, the Mars Conference is going to be awesome. It is a conference where when you are done with the workshops, it's a three-day conference. When you're done with that three-day conference, you have 2027 mapped out, ready to go, and you know what you're gonna be doing month to month throughout that whole next year. It's super awesome. I, I love the Mars Conference. David Boyes: I do too. So Jimmy Lea: come- David Boyes: I was at the last one. Excited to be there. I'm, let me just say I was there as a participant at the last Mars Conference. Tonnika Haynes: Mm-hmm. David Boyes: And, uh, one, getting to, you know, to interact with so many, uh, friends across the industry was great, but also, uh, you know, I, I, I don't own a shop. I own a, uh, communication business. I took so much away from that that I immediately applied. I can speak from my own experience. Uh, and I know, uh, you know, many of the participants there that took those components right back to their shop and made immediate changes. So it is, uh, it's not just a, um, it's not just a workshop where you're gonna come away with a flashy workbook and put that in a dusty cabinet somewhere and never do anything with it. I promise you, you attend the Mars Conference, and, uh, you will come away energized and ready to make a real difference in your shop Jimmy Lea: Yep, for sure. For sure. Tonnika Haynes: All right. Like I s- I'm never gonna be at work if I keep coming, following you around, Jimmy. David Boyes: Just imagine your wardrobe, though. Tonnika Haynes: Oh, I know. It'd be so good. Jimmy Lea: It'd be so good. Tonnika Haynes: But no, we'll see. I, I'm thinking about that. I thought about what we talked about the other day, but we're not gonna get off subject 'cause I do that a lot. David Boyes: It can happen. Jimmy Lea: Yeah. David, what else? What else can we talk about with phones, phone systems, programs? Um, can we track our marketing using your phone system? David Boyes: Yeah. Uh, just on that very note, you know, the, uh, uh, we'll talk about this a little bit this year at Mars as well, but, you know, market tracking is important, right? We, we spend a lot of money, and understanding the performance, uh, is important. So with our phone system, you know, we can provide, uh, market tracking numbers if you have different campaigns, mailers, text messaging, website, uh, related, uh, leads that you're generating. Um, we can certainly provide unique numbers. The customer experience is the same, and the, um, you know, the shop experience is the same, except you have all of this additional data about, you know, how many calls were generated. So that's important to know, and, uh, it's also important to, uh, use that as a, you know, a good baseline of information about your capacity to manage phone calls in your shop. So when we look at some of the, uh, the other performance metrics, how long does it take us to answer the phone? Are we answering the phone, right? Jimmy Lea: Mm. David Boyes: In order to ask somebody for the appointment, we have to first answer the phone. Uh, and if you're spending this money on marketing campaigns, there are a variety of reasons, and I'll just tell you one example that I hear often from owners is, you know, they put out a marketing number and they, you know, advisors, uh, might believe that it's, you know, it's generating bad leads, something like that, so they won't answer that phone. Um, but we wanna, we wanna understand, uh, the behavior of what's going on. Is it something that we can control? Um, are, are we effective in the marketing campaign? What information do I have around that? And then additionally, uh, running that into the call analysis, uh, so that we understand are we, are we converting these, right? If we're generating the leads, are we actually generating appointments? And then, uh, from that point, if you know you have the appointment, you can measure your performance, uh, go forward. So there's a lot of data that we can capture, um, other than just sending in all of these phone calls to the main number. Jimmy Lea: I love it. David Boyes: Mm-hmm. Jimmy Lea: I love it. I love the, the phone is such a powerful tool. I love when we can multitask that tool and do multiple things with the, the same tool. Very cool. Very cool. But i- if there a- any questions, comments, concerns from our audience, we would love for you to type those in. If there's questions for David or questions for Tamika, go ahead and type those into the comments section. While they're doing that, I will say if you are trying to keep up with me, good luck. But you can find it on our website. The website page is, uh, wearetheinstitute.com/events. That's all of the events that are coming up here in the very near future where you will see the institute participating and locking arms with the industry to help elevate the industry. Our motto, our mantra is, better business, better life, better industry. We're gonna lock arms with you as a shop owner so that you have a better business. The net result of you having a better business is that you have a better life. Tonnika Haynes: Mm-hmm. Jimmy Lea: And not just you have a better life, your advisors have a better life, your technicians have a better life. Your, uh, your partners have a better life. Your spouse Your advisors' significant others, their spouses, uh, their, their technicians and their spouses, the, and their children. Everyone elevates, everyone breathes better, everyone sees a bluer sky and greener grass when we have a better business, a better life, and our commitment is that we will help this become a better industry. Looks like there's a couple of comments that did come through. Oh, no, that's Raleigh posting out the webpage for the events. Yeah. Uh, super awesome. Super awesome. Uh, last final thoughts, final ideas. David, we'll start with you. Tanika, then to you. Yeah. That we can help this industry grow. David Boyes: Tanika, thank you for joining today and, and sharing your experience. It's super valuable for, for me as a provider to our industry that, uh, we understand how we're driving impact. So thank you again for that. Thank you for your trust and support. For the, uh, the audience, uh, Call Inbound is our company, callinbound.com. Uh, we provide communication services, uh, call tracking information, uh, advisor call handling performance metrics, and AI call analysis. But above all, we're part of the industry, right? So, uh, I got my start with, uh, with the institute in a 20 group. Got, you know, very ingrained in the industry, uh, while I was building my company. And, um, you know, I'm proud to say that I'm part of the, uh, not just the automotive aftermarket, but the, the service repair industry. Thank you, Tonnika Haynes: gentlemen. I wanna make, make sure you know that I appreciate your company. Um, I don't know how many employees you have, but it seems like they're all just sitting in the same room waiting to help. I can send an email and I get a response so quickly, and it's always been consistent great service, so I do appreciate that. And, uh, anybody that's on the fence, whether you, you know, I'm like, "I don't wanna listen to phone calls, that's just another thing for me to need to..." Do it. Listen to the phone calls. Start with yourself. Start with yourself as the owner. I always say start, start with yourself. I always assume that I'm the problem, then I can work from there. Listen to your phone calls, and if you think you're good and then you listen to them, you realize how bad you are, think about how bad your team is if you're not coaching them. So get them in coaching call services or what- whatever. Listen to the phone calls. Get everything in order. And not only will you make better sales and better connections, more appointments, but I really truly believe that it could save you a lot of heartache. Yeah, they record bad calls, too. Bad calls from the other end that you're, you know, that you need, I hate to say for court, but anything. It's like, "Hey, sir, we've got that call recorded and that didn't go quite the way you're saying it's gonna go." So that's another part to it that could, that could be very important in your shop. We call that David Boyes: the replay booth. Tonnika Haynes: Yeah. Jimmy Lea: Yeah. Yeah. David Boyes: We'll take that to the replay booth. Tonnika Haynes: Yeah. Jimmy Lea: It, it, it's an important to CYA. Exactly. You gotta cover your own behind. Tonnika Haynes: There's a great... That's a great tool for that. Jimmy Lea: Yep. Yep. Yep, for sure. Well, with that, thank you very much. David, thank you for being here. Taneka, thank you very much for being here. Tonnika Haynes: Any Jimmy Lea: time. Look forward to seeing both of you very soon at our next conference, and to give you a big hug and say hello. Uh, bring your best jackets, David. Say Tonnika Haynes: less. Gotcha. Say less. Back in the David Boyes: studio. Jimmy Lea: Yes, yes. Very much looking forward to working with all of you in the very near future. And for everyone that is listening, thank you so much for joining us today as we talk about building a better business, a better life, and a better industry. My name is Jimmie Lee. I'm with the Institute for Automotive Business Excellence, and we're here to lock arms with you and make a difference. Click on it. Come find us. We're here to help. How can we help you? Let's make a difference. Talk to you soon.

Are You Running Your Shop… Or Is It Running You? | Darin Johnson - Ep 37
You shouldn't have to play detective just to figure out what's happening in your own shop. 😂 If you're ready for all your shop's information in one place, check out Tekmetric HEREConsistency is key - heard that! But, consistency is HARD. That's why I gave up on trying and let the experts handle it. Detect Auto. Let them clean up your estimating process and raise your ARO - like they did for me! CLICK HERE TO BOOK A DEMORunning an auto repair shop is one thing—but what happens when the shop starts running you? In this episode, Tonnika Haynes sits down with Darin Johnson, a one-man shop owner from Great Bend, Kansas, who admits he's working seven days a week, struggles to tell customers no, and hasn't taken a real vacation since 2018. They get into the difficult transition from technician to business owner, why coaching and industry connections have changed Darin's approach, and how raising his labor rate didn't create the customer revolt he feared. Tonnika also gets fired up about boundaries, last-minute customers, “free” tire pressure checks, and why serving your community doesn't mean allowing customers to control your schedule. Darin is heading to ASTA with a mission: build his network, learn how to step away from the shop, find help, and finally create a business that gives him a life outside the bays.Timestamps:00:00 Cold open: “It’s gonna be on one more day”00:19 Downshift intro00:38 Darin still has a FLIP PHONE?!02:10 Meet Darin: Running a one-man repair shop in Kansas02:44 How he accidentally became a shop owner04:27 From hot rods to 25 years in automotive05:39 Does Darin really want to stay a one-man operation?07:06 Heading to ASTA for the first time07:40 Why Darin LEFT his first training event early08:39 Coaching struggles: Knowing what to do vs. actually doing it09:55 The real reason Darin is coming to ASTA10:16 Shop ownership can feel like you’re on an island13:08 Working seven days a week & being married to the shop14:20 The people-pleasing problem15:03 Customers asking about cars at dinner and the grocery store16:27 What happens when the shop becomes your only hobby?20:26 Feeling guilty for taking time away20:57 “Schedule your hats”—including downtime22:59 Darin’s five-year plan: Train someone to replace him23:38 His last REAL vacation was in 201824:34 Open-heart surgery changed how Darin viewed the business25:21 Becoming an owner instead of just a technician28:06 Why 15–20 cars are constantly sitting at the shop28:34 The work Darin has finally started saying NO to30:49 Bringing an accountability partner to training32:42 Why a few unhappy customers can ruin your mindset33:58 Should you just FIRE the worst 5% of your customers?38:02 Tonnika gives Darin his official ASTA assignment40:40 Finding your automotive family42:39 Why Tonnika recommends coaching43:57 Coaching’s impact on Darin’s mindset and mental health45:01 “I wish I would’ve done this 10 years ago”46:04 Why shops that don’t train get left behind46:58 Darin now has the highest labor rate in town47:34 Tonnika’s $12 lawnmower tire era 😂49:00 Learning how to say NO without losing customers49:12 Scheduling your different “hats” as an owner51:10 Customers don’t control your schedule51:44 “It’s been on for two weeks? It can wait another day.”53:05 Your six-month-old check engine light isn’t suddenly my emergency53:50 How “real quick” jobs steal HOURS from your day54:52 Why Tonnika refuses to just throw air in a tire55:32 “My air isn’t free!”56:23 The right way to say no: Give customers another option57:45 Darin’s ASTA challenge & what’s coming in Part 2

Top 5 Qualities of a Genuine Service Advisor [RR 1106]
Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode What makes a good service advisor great? Levi Linseman, performance coach at Autoflow, shares the five human qualities that separate a good service advisor from a truly trusted professional. With 25 years of automotive experience, including 15 years at the service desk, Levi explains why eye contact, a smile, warmth, caring, and humility can turn everyday transactions into long-term customer relationships. The conversation also explores sophisticated professionalism, the role of AI in the customer experience, proactive communication, hiring for coachability, and why the best advisors know when to simply say, "I don't know." What You'll Learn The 5 qualities that define a genuine service advisor.How admitting mistakes can actually increase customer trust.Why AI should support the service advisor, not replace the human connection.How digital vehicle inspections can improve transparency and communication.Why coachability and continuous learning are essential for advisors.How proactive communication reduces customer anxiety.Why setting clear expectations can dramatically improve the customer experience.What shop owners should look for when hiring their next service advisor. Great service advisors do more than sell repairs. They build trust, reduce anxiety, communicate with honesty, and make customers feel cared for. Technology can make the process more efficient, but genuine human connection remains one of the most powerful advantages a shop can offer. Levi Linseman, Performance Coach, Autoflow Learn more about the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with on-site training and six days a week of support: http://napatracs.com/ Connect with the Podcast: Download Our Mobile App:https://automotiverepairpodcastnetwork.com/app/Website:https://remarkableresults.biz/YouTube:https://www.youtube.com/carmcapriottoFacebook:https://www.facebook.com/RemarkableResultsRadioPodcast/LinkedIn:https://www.linkedin.com/in/carmcapriotto/Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderBooks Page:https://remarkableresults.biz/booksOur Classroom Page:https://remarkableresults.biz/classroomEpisode Collections:https://remarkableresults.biz/collectionsBuy Me a Coffee:https://www.buymeacoffee.com/carm The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcastwith Carm Capriotto:https://remarkableresults.biz/Automotive Field TheorywithMatt Fanslow:https://mattfanslow.captivate.fm/Business by the NumberswithHunt Demarest: https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcastwith Brian and Kim Walker: https://autorepairmarketing.captivate.fm/The Weekly Blitzwith Chris Cotton: https://chriscotton.captivate.fm/Speak Up! Effective Communicationwith Craig O'Neill: https://craigoneill.captivate.fm