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Master Tech to MillionaireSeptember 6, 2026 · 31 min

Autoshop Ministries Episode 9- Ask With Vision: What Do You Really Want from God?

Leadership & CultureCustomer ExperienceMarketing & GrowthIndustry Trends

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About this episode

Joe Adams and Pastor Devonte Tidwell unpack the story from Mark 10 to show why being specific about what you ask for matters in prayer,…

Key takeaways

  • —Articulating specific needs helps in receiving the right support and answers.
  • —Clarity in requests can prevent mismanagement and unmet expectations.
  • —Understanding the deeper motivations behind our desires is crucial for personal and professional growth.
  • —God's timing in answering prayers is often for our protection and readiness.
  • —Success is not defined by titles or multiple locations, but by vision and effective management.

Frequently asked

Why is it important to articulate what I need?
Being specific about your needs allows others to understand how to help you effectively, leading to better outcomes.
What should I do if I feel like my prayers are unanswered?
Remember that God always answers prayers, but the answers may not align with your expectations. Trust that His timing is for your benefit.
How can I ensure I'm asking for the right things in my business?
Reflect on your true motivations and needs. Instead of seeking status, focus on improving what you already have to achieve sustainable growth.
▸Full transcript

Good morning, friends and family. Happy Sunday. This is another episode of Auto Shop Ministries. I'm Joe Adams. This is episode— man, we got to be up in the double digits now— with Pastor Devonte Tidwell. How are you doing this Sunday, Devonte? I'm doing great. You know, my coffee is good, so, you know, I'm doing, I'm doing great, man. It's— and it's a great day to be alive.

It's a great day to be active, you know, but it's a great day to be talking to everybody who is committed to listening to what we got to talk about every single week. So shouts out to everybody who has been all double-digit number of episodes. If you've listened to every single one, kudos to you. Pat yourself on the back before we even get started because you are the reason we keep going.

So let's go. All right, man. I'm ready to get after it. I'm ready to learn something. So what do you got for us this week? Yeah, man. So I want to talk today about people asking for something and not really clear on what it is. So I want to ask them a question. Before we even get started is, do you know what you're asking for?

Like, do you, do you know what it is that you really need from God? And consequently, if you can't articulate what it is you really need from God, I would bet that you couldn't articulate what you need from the people around you either. So I want to read a passage of scripture. You know, I don't want to read just one scripture. I want to read a story.

And this is Mark chapter number 10. And I'm going to be in the 46th verse. It says this. Then they came to Jericho. And as He was leaving Jericho with His disciples and a large crowd, a blind beggar named Bartimaeus, son of Timaeus, was sitting by the road. And when he heard it was Jesus the Nazarene, he began to cry out and say, Jesus, Son of David, have mercy on me!

Many were sternly telling him to be quiet, but he kept on crying out all the more, Son of David, have mercy on me! And Jesus stopped and said to him, said, call him here. So they called the blind man, saying to him, take courage, stand up, he is calling for you. Throwing aside his cloak, he jumped up and came to Jesus. And answering him, Jesus said, what do you want me to do for you?

And the blind man said, Rabboni, I want to regain my sight. And Jesus said, go, your faith has made you well. And immediately he gained his sight. And began following Him on the road. That's a brilliant and beautiful story about Jesus healing the blind. And we've, we've heard a lot about Jesus. If you spent any amount of time in church or around Jesus, you've heard about like, oh, He's opened blind eyes and opened deaf ears and, you know, brought the dead back to life and all these healings and miracles.

But I thought there's something very interesting in here. Jesus asked the blind man a question. And we know that Jesus is fully God and fully man, Joe. But so since that's the case, we know that he knows everything. So why would he ask the blind man a question as if he didn't know what he needed when he came up there? It's like, right, you're Jesus.

But I think every time that I've seen in the Bible, and the theory and the belief that I have, and a lot of other scholars agree, is that every time God is asking a question, it's not because he doesn't know the answer, it's because we need the awareness. And so this was not a test. This was not to tease the blind man.

It was a measure for the blind man to basically say, hey, this is what's important in my heart. Because he could have asked for anything. He's like, hey, I heard Jesus was in town. Like, I'm a blind beggar. That means that he also was poor. He could have asked for money. Like, he could have asked for all these other things. He said, I want sight.

I want to be able to see more than I want to be able to stop begging on the side of the road. But it's like, what's the priority in your heart? And he said, I want to, I want to regain my sight. And Jesus said, good, go. And I want to challenge us with a question that's reframed a little bit differently is, do we know what we're asking for?

If Jesus came to us and said, what do you want me to do for you? Would we know what to tell him? We're saying, oh God, grow my business. And he looks at us and says, how? Would we know how to answer that question? Like, what does grow your business mean? Do you want More tech? Do you need more service advisors? Do you want more revenue?

Do you want more reach? Did you want more marketing? Did you want more people to hear about you in the community? What about impact? Did you want to make more charitable donations? Did you want to make more impact in the school districts? Like, what is— what does growth mean? And then we kind of get to a place where we say, uh, uh, uh, uh, well, just kind of like growth, God.

But what if the challenge is, what's number one priority? Can you articulate it? And I want to challenge people today to get to this point. Because Jesus asking this question, and the man answering it shows us that he's willing to give whatever we articulate. But what are we articulating? And is it actually the necessary thing? Because let's just spin the story a little bit.

What if Bartimaeus would have asked for money so he could stop begging instead of being blind? So then he would have had money that he wouldn't have been able to fully account for. But because Bartimaeus asked for his sight, he's like, listen, if I can see, I can find opportunities to make more money, I can find opportunities to get into a home, I can find opportunities to get off the side of this road or to not beg anymore.

That's because he knew what the deeper need was. So the challenge today is, do you know what the deepest need is? Do you know what the one is underneath the one? Do you want business to grow because you want to to help people? Or do you want business to grow because you're trying to fill an insecurity within yourself? See, it's like, can we articulate what it is that we truly need?

And if we're clear on what we're asking for, we can also be clear when we get the answer. That's what I want to open up in a conversation today. Does that make sense, Joe? Yeah, it's— I probably said this in a previous podcast. But one way I try to live my life when I'm praying is, you know, Tim Keller, rest in peace, shout out.

He was a legendary teacher of the word. He's like, you know, God tells us how to pray. He's like, everyone asks for their daily bread first. Uh, you know, give me something, give me something, Lord, I want things. Um, but really what you should be praying for is, uh, for his will to be done, you know. And so the order, the order of the Lord's Prayer is like You know, thy will be done, uh, thy kingdom come on earth as it is in heaven, give us this day our daily bread.

And so it's like most people are just like, man, God, grow my business. And it's like, is that what you want? Or do you want God to do a work in your life because you're following what he wants you to do, which is being a servant or, uh, or showing up for your team? Or, you know, and so I don't know if that's the direction you're going, but that's the way I, I don't actually know.

You know, like it says another part of the Bible, you know, this, that they got— they used to pray in groanings of the Spirit because you don't even know what you actually need, right? You know, like, you don't, you don't actually— it's like a kid, it's like a young kid being like, I want the cookie, and it's like your father's like, no, you actually need this, you know?

So is that kind of where you're getting at, like just trying to learn what you, what you should be asking for? Yeah, 1 million percent. And I'm huge on this because I do believe, um, that language is the thing that helps us heal. Language is the thing that helps us get to from where we are to where we're going. Language is the thing that helps us get from what we need to what we want or what we, what we're being provided.

Like, I think being able to articulate this is huge. Like you talk about the kids or a dad, like I love when my kids request stuff. I got 2 toddlers. I love when they request stuff. But when they're specific in their request versus saying I'm hungry, are you truly hungry? Because I can get you food. Or do you just want more fruit snacks?

Because you see them in there, right? That helps, that helps dad fulfill their specific request. But it also helps them get clear on their specific request. Because I'm hungry is a lot different from I just want a snack. But if you cannot articulate these things, I'm not saying God wouldn't know them. I'm just giving everybody the example of how powerful being able to articulate it is.

Then the difference is everybody who's around you, say your business does grow, well, you've done everything forever. You haven't diversified the top of your company. Like, your management suite is you, you, you, you, and an admin you've had for 20 years, right? Like, so then if you want to grow your business, when things have to get diversified, and you need a CEO and a CMO and a CFO and a CPO, and you need all of these different people in a C-suite because you've grown to this point, can you articulate and communicate to everybody there so that the needs still get met, not your ego, right?

So when my kids give me specific requests, That helps Daddy be efficient, but it also helps them be efficient in the way that they ask. You know, like you did talk about is Romans 8, when it says that, man, we don't know what we ought to pray. But the Spirit within us gives us groanings because we don't know. But that doesn't mean that we should stick with not knowing.

We should be clear. We should sharpen our ability to understand. I love Bartimaeus, that he was an example. When Jesus asked him on the spot. I think a lot of us, if we had a conversation with Jesus face to face, I don't know if I would have the level of fortitude to be able to just see— I'm like, number one, I'm talking to Jesus.

Like, he asked me a question. Like, like, I don't know if I would be able to be calm enough to say, man, I have a need. But it also shows me that Bartimaeus's need was so deep that even when this same Jesus he was literally screaming for, over the tone of people telling him to shut up, When he finally arrived, and they said, yeah, he's here.

He's like, I still have a need that's so deep that I know that only you can help. I want to be that clear on what it is that I'm asking for. I want to be that clear on what it means when I ask for a specific thing. Okay, God, you know what, make me more influential. Okay, are you okay with losing some of your privacy?

Because influence typically comes with a loss of anonymity. Like people know who you are when you go to the store, right? Okay, God, Hey, I want, I want to be married. Okay, great. Are you cool now with putting some boundaries in place with other people? Because you being married doesn't mean that you get to jump on and go do all the different things and be out all times of the night anymore, right?

Like, so are we clear on what we're asking for and the why we're asking? I think that's very important, Joe, not only in life, but in leadership. You know, I wrote this down on my notes. It says this, that a lot of what we're asking God for is a seat. Platforms, rooms, titles. But God wants to give us sight. Because without the sight, you can't even hold the seat.

Without the proper vision, you won't hold the seat the right way. If you don't have vision, Joe, it doesn't matter what your title is. It's only a matter of time before you're mismanaging the title. It's like putting a kid— if I gave my 5-year-old son a title, He could have the title. Sure. If I put him in a big office chair, he'll probably just spin around in it.

He won't make any decisions. It's like, you can have the title, but without the vision, without sight, without clarity on being able to identify what it is you need, what you're asking for, what it means when you ask for those things, then the title, the platform, and the rooms don't mean anything. So we have to ask for what it is that we need.

God, give me vision. God, let me be clear on what it is that I'm asking for. I'm asking for more growth. Okay, that means more work. I'm asking for a relationship. Okay, that means more boundaries. I'm asking God, like, I'm tired of being lonely. I'm tired of doing things the same way. Okay, that means being more disciplined and getting a gym membership with the same money you would spend on a case of beer.

Like, that's, that's where some of the things have to shift. So do we even know what we're asking for? Because when Jesus is asking us a question, it's not for him to know, it's for us to know. So we don't need to say, all right, Jesus, I want to enlighten you. We want to be in a place where, God, I am enlightened enough on my own to see the need, to see the need in my man.

Lord, I really am praying for one of my techs, man. They're having some issues in their family. Like, God, just be with them. Okay, what does be with them mean? You know what, God? No, give them comfort. And I pray that their marriage would be restored. That gets a lot more specific, but it also makes you a lot more compassionate. You know what I mean?

It also makes you say, hey, I know what I'm asking for now. And because I know what I'm asking for, I get to, I get to go back and say, oh, I saw the miracle. I saw the answer. So now I get to give God credit because I know that I asked him for it, right? I know I, there's no other way anybody could have known that I was praying for that text marriage to be healed.

I know it was God. And now guess what? It becomes a testimony. And now you don't get to take credit. You get to say, hey, man, man, I've been praying for you in my office. For the last 2 weeks, man, that your marriage would get better, that you would get rest, and things just seem to be different. And now you get to open up a conversation like, listen, I was praying for that.

Do you know Jesus? Like that? Because that's the very reason that I was able to have compassion on you and your situation. That's, that's what I'm trying to get people. I'm using different examples. But I hope that people can sharpen what it is that they are asking for, what it is that you need. Because if you can't ask God clearly, chances are you're not asking your coworkers.

You're not asking your leadership. You're not asking your relationships. You're not even asking yourself. It's like, I'm just tired. Okay, are you tired? Or are you stressed? Right? Because you were just putting these blanket statements and these blanket terms on things because, you know, we, we like to be on autopilot. I said this before in a talk, you know, somewhere else, I said that fine is not really how we're feeling for real.

Joe. When people say, man, how you doing? Oh, I'm fine. That's just the default answer to cover up that we really don't know. It's like, are you fine? You're like, are you— you're fine? So like, if I don't ask you any more questions, you're good for the rest of the day? Or are you fine because you don't want to have to deal with what it is you're truly feeling?

If you can articulate things clearly, you can get your answers needed. You can get your needs met a lot better. It's like going to the doctor and saying, ow. It's like, okay, what? Ow, what? You know, or it's like going to your wife and saying, man, everything sucks. It's like, well, what? Now she's spiraling and like, oh, well, what is it? Like, what do you mean?

Is it your job? And it's like, no, I just didn't like the spaghetti. Like, you know, so now you've blown up something that could have been, you know, a fire that could have been put out if you were clear. That's the power of clarity. Does that make sense? So do you think most people just aren't really introspective enough or they just don't really like, you know, I think in the modern world there's just noise 24/7.

You're listening to a podcast, you're listening to music, you're listening to, you know, you're just at work all the time. You've got dopamine on your phone. Like you go to the bathroom, you can't even sit in silence. You know, you're just getting intrusive push notifications 24/7. And I think it overwhelms me and gets me like, not depressed, but sometimes I get so like anxious.

And I think it's literally just dopamine maxing from my phone constantly intruding my brain. Um, do you think people just don't really know what they need and, and they just need to spend more time like quietly like with the Lord and be like, just think about like what truly what motivates them and what they need to be asking for? Is that kind of what you're getting at, or help me understand?

Sure. And Joe, that's actually a brilliant question that I think a lot of people who again are struggling to articulate may not have been able to ask. And I think what a lot of people are actually dealing with is they were never taught language in the first place. They were never taught to say, I need help. They're just taught, you know, it's just like, like being a boy, right?

It's like, hey, boys don't cry, toughen up, you know, man up, you'll deal with it. And it's like, well, no. What if grief is not a man up issue? What if grief is an emotional issue that I really need to process? Like, I miss my mom, right? I miss my dad. I miss my grandparents. Like, I miss the school that I was moved out of.

I missed the community. I miss the reality that I used to have. That's not a man up or toughen up issue. That's an emotional one. So I think a lot of times, yes, it's a mix of the noise. There is a lot of things that are fighting for our attention right now, Joe. There's a lot of things that make it very difficult to be focused and very easy to be distracted.

But I also think, and I'm going to read a scripture that talks to this, talks about this. But I also think that some people just unfortunately were never taught the right words. They were never taught how. And so I hope that this talk today starts a journey for them to sit quietly with the Lord, to start journaling, to start maybe go to therapy, to maybe have conversations with your spouse and your friends on, man, how do you see me?

When am I at my best? When am I at my worst? Like, man, you're at your worst, man, when you, you know, when it's at the end of the month and all the bills are due. It's like, okay, that gives me information to explore, right? What I'll talk about it with John 5, because there is a story in John 5 about the healing at the Pool of Bethesda.

And every time that this, you know, there was like one person that would be able to go down into the pool. And, you know, it's 17 verses, so, you know, I won't read all of it, um, but I'll read a few. And it said, after these things there was a feast of the Jews, and Jesus went up to Jerusalem. Now there is in Jerusalem, the Sheep Gate, a pool which is called in Hebrew Bethesda, having 5 porticos.

And in these lay a multitude of those who were sick, blind, lame, and withered, waiting for the Lord to move on the waters. For an angel of the Lord went down at certain seasons into the pool and stirred the water. And whoever then first, after the stirring, stepped in was made well from whatever disease that they had. And a man who was there who had been ill for 38 years— 38— when Jesus saw him lying there and knew already that he had been there a long time in that condition, right?

There's that Jesus knows it all already. He said to him, do you want to get well? Yes. The answer is yes. Yes. The answer is yes. But here's what the answer was from him. He said, I have no man to put me in the pool when the water is stirred up. But while I'm coming, somebody else steps in before me. Then he tells him to get up, pick up his pallet and walk.

And immediately he was made well. The answer was yes, right, Joe? Why couldn't he say yes? Instead of just saying yes, instead of being clear and articulating, he started to complain about logistics. Right. And this is where I think we see the grace of God because he still gave him the same, uh, result that Bartimaeus got. They still immediately got well. But the difference with Bartimaeus is the response.

It said immediately take up your mat and walk. Bartimaeus said, man, go, your faith has made you well. It was like an acknowledgment. He got a revelation. He got an understanding of like, wow, man, you knew what you wanted and you knew that I was the one to be able to do it. The difference in these 2 stories, Joe, is Bartimaeus reached out to Jesus.

Right? Jesus came across this man at the pool after 38 years. Jesus said he knew that he had been in that condition a long time. He didn't seek out Jesus. He didn't call out. He didn't scream. Bartimaeus was so clear, so laser-focused. I heard Jesus is in town. I'm going to reach out because the moment he gets here, I'm going to articulate what I want, what I need.

That's the kind of focus that I need. It's interesting that the man at by the pool was lame, but he could see and still had no vision. But Bartimaeus was blind and knew exactly what he wanted to see. That's brilliant to me, that he couldn't see physically, but in his heart, in his spirit, he saw that I have a need. And I heard that Jesus was in town.

And I connected the dots that I want that man to be the one to come and heal me. This one, Jesus kind of came across. Bartimaeus made sure Jesus found him. What do you have to say about, you know, and hopefully this isn't too big of a change of subject, what do you have to say about people who maybe they feel like they are very articulate in what they want and what they need from Jesus and he's just not opening the door, or they feel that he's not answering their prayers and that he keeps kind of stonewalling them?

Or because I've had that happen in the past in my spiritual journey where I was like, I prayed for something for so long And it never happened. And then like years go by and I kind of like am grateful that it didn't happen, uh, right? Yeah, you know, or like I had no idea that like XYZ was in store for me. Um, anyway, give me your thoughts on that.

I love that. I love that question. So let me answer it like this. Um, I never like to use for people that God doesn't answer prayer. I believe God always answers prayer. I just think that we don't always like what he answers with, right? You know what I mean? Because no is an answer. If he's like, oh, you know what, God, like you know, make this happen, and I want it to happen this year.

And he's like, no, like, you're not ready for that. Like, if about in 10 years, like, good luck. Yeah, yeah, let's make sure that you get your discipline together first. Yeah, you're not ready, dude. Yeah, no. So God always answers prayer. I just think that sometimes we don't like the answer we get. And I mean, you see this man at the pool, 38 years was the time.

38. Now I hope that everything you're praying for doesn't take 38 years. Why? If you're listening, right? But also, I trust God enough to know that his understanding of timing and when we can handle things is a lot better than ours. Like, I wanted to put it like this, like being in the gym, like we talked about sports. So let's talk about fitness a little bit.

Imagine if you walked in the gym and you had never lifted weights before and put 315 pounds on the bar and said, all right, go bench press this, and I'm going to spot you. And I'm going to get it in your hands. And then I'm going to take my hands away. Like you're going to drop it on your clavicle, bro. Like, you know what I mean?

Hey, man, what are you talking about, man? I put 3 plates up all the time. What are you talking about? Not you, Joe. Not you. 315 on each side, right? Right, right, right. You know what I mean? But like, imagine if you had never done that and I said, all right, bro, I got you. All right, here you go. Ready? 1, 2, 3.

Like, you're going to tear your rotator cuff. Like, you're going to drop the bar on your neck. Like, hopefully you stay alive to even tell the story, right? But I think we're asking God for those things. We're asking for the finished result. And he's like, but there's a process I got to take you through. Like, you're not ready for that. I would argue, Joe, I would argue that the story we just read in John 5, that this man by the pool maybe wasn't ready for it either.

But the grace of God gave it to him. Like, he didn't say yes. When Jesus asked him a question, he didn't say yes. He started saying, well, I got nobody to put me in there. And everybody else goes first. And oh man, like, they always skip me in line. And, you know, it's just not fair. Like, But what I do know is that his timing is perfect, even when we don't think it is.

So what I would say to people is you have to trust him. Because I don't know if there's ever been a time where God told me no, that I didn't end up being grateful for the no. Yeah, for sure. Like, I'm like, man, God, thank you that you didn't let me move to that city. Thank you that you didn't let me make that investment.

Thank you that you didn't let me date that person. Thank you that you didn't. Because like, man, I look now and I'm like, I don't regret the nos. Like, I'm grateful for the yeses, and we celebrate the yeses as soon as we get them. But the nos are typically just redirection for our protection. They're not because God wants to reject us and make us feel bad, or like we did something wrong.

And this is a punishment for you. This is like, hey, no, son, daughter, I love you enough to guard you from that. So I'm gonna tell you no, you can't handle 315 right now. So let's get back to the bar. Let's put some 10s on both sides. And let's work on that for 3 months. And then let's work on, you know, moving up to $135,000 for 2 months.

And then let's move up to $185,000 after that. So let's have the conversation about $315,000, 24 to 36 months from now, right? That's a lot. That doesn't sound good. But it's for your protection. Dude, this is so crazy. So the— I think the closest— it just dawned on me really what you're saying. And there's gonna be some shop owners who hopefully listen to this.

And I'm talking to you, if you know, you know, you're You know who I'm talking to. So a lot of times people come up to me and they're like, and so I'm switching to business here, this is less spiritual. And they're like, man, I'm ready to open my second store, or man, I'm ready to open another store. And it's like, why? Like, I always ask them, I'm like, why do you wanna open a second store?

And they're like, well, this, this, and this. I'm like, no. I'm like, you don't. Like, time and time again, there are some times when it's okay to open a second store, but 90, 8% of the time, people that come through our training are not ready. They have not gotten the maximum out of their main store yet. And man, opening a second one, you're gonna take resources from your first one, it's not perfected yet, and the first one's gonna crater and the second one's gonna take all your money.

And it's brutal. And so like, what are you actually asking for? You are asking God for an ego boost, you know, like you are, you know, like really like, oh, I'm a multi-unit operator, I have So when I— because I felt this, I felt this when I was 23, 24, 25. It's like, oh yeah, like we, we own multiple locations. It's like more impressive.

It's like more, uh, more status. It's like, oh yeah, we have it, we have a chain of auto shops. Like we're not just mechanics, we're not just auto repair people. So it's like, what do you actually want? And I try to get them to the bottom line. I'm like, you, you want more profit. Like you want to make more money. You don't actually want status, ego, more headaches, more overhead, more liability, more employees, more— like, you want— like, what you should be asking for is a healthier and more profitable business, and you're not even close to ready for this location yet.

And I think God tells us that in our everyday life. Like, even with me and our company, it's like there have been locations that Todd in his experience, he's kind of our, our father figure in the, in the business. He's like, no, we're not ready. We're not ready. Or, or so on and so forth. So, you know, trying to get to the bottom of like, what are you actually asking for?

Like, you're asking for a more successful business. And you think that you're going to get there by opening a second location. But you're really only doing that second location because you think it'll satisfy these other things that are not good for you. It's only going to bring problems and headaches. So I'll pause there. Give me your thoughts on that. Yeah, no, that's brilliant.

I think that you hit the nail on the head. And I think so many, many people don't know what they're asking for or why they're asking it because they have a, they have a twisted view of what success is, right? They have a twisted view of what they think this would make them look like, or the status or the name, right? Again, like we talked about it, like a lot of people are asking for a seat, like a platform, another business, another title, multi-unit operator, right?

And it's like, no, actually, whatever you want, you want all the titles and all the letters and all the stuff. You can have more degrees than a thermometer. You can have more letters behind your name than the alphabet. Like, listen, if you don't have vision, the seat, the title, the letters, the locations will not matter because the vision is going to make things plummet.

The Bible says without vision, my people perish. In other words, do you have sight? Can you see what it is you're asking for? Because the alternative would be, God, how do I make what I have the best it possibly can be? And that makes you more profitable. Like, nobody is looking down on you if you say, yeah, our profit margin is like Amex and we're 51% in the black.

Like, you know what I mean? If it's at one location, it's like, oh bro, you're doing pretty good for yourself. Like, yeah, oh, but you would be, you would be well respected if you had 2 locations. Like, no, it's like, no, I got vision. And I'm going to do this and be singularly focused as long as God tells me to be that way.

Right? So are you clear on what you're asking for? Because I believe that Jesus is going to push back the same way you do, Joe. When we ask him for stuff, he's gonna say, okay, you're asking for that, why? And then we get disappointed at God. It's like, he didn't answer my prayer. And it's like, no, he's actually protecting you from you, buddy.

You know what I mean? He's guarding you from— because if I gave you what you asked for right now, it will crush you, right? The weights— if I gave you 315 today and you've never bench pressed in your life, it might do damage where you could never bench press again, let alone hit 315 in a few years. Like, let alone be able to— if I, if I put you out there and put you on and ran a marathon and you've never done endurance training, your heart might explode and you might you know, like, by the time you get to mile 3, like, you don't know any idea of pace training and breathing techniques, and you're

getting shin splints, and you can't walk and you can't breathe. Like, it would crush you if I gave you everything you asked for. So you need to be clear on what you're asking for. Again, Jesus is never asking us a question, Joe, because he doesn't know the answer. It's typically because we need the awareness. And listen, man, listen to your Creator when he's telling you something.

Don't just try to keep pushing down the door asking for you think you want. It's like, right, listen, man, read that, read that, read that scripture. Listen in your quiet time. Turn the music off in the car. Yeah. Um, man, I love it. That's a good word this week. So anyway, Devonte, I think we're up on time. That's it. We're ready to rock and roll and have a super Sunday at our locations.

Anyone who's listening to this, we're gonna rock and roll. Um, you want to pray us out as we go into this week? Yeah, absolutely. Father, in the name of Jesus, thank you for making us clear. God, you said write the vision and make it plain so that the people that follow it can run. God, I thank you that we won't perish because of a lack of vision.

God, make us sharper this week. When we know what we're asking for, God, we also can then come back to you with a testimony because we'll give you credit for giving us the answer, for giving us the blessing, for giving us the miracle, for giving us connection to you. So Father, I pray that as we get clear, God, that we would also get clear on hearing from you.

Be with them this week. Let this week be the best week that they've had this year. In Jesus' name, amen. All right, Super Sunday superstars, let's make it a great week. Go in peace. May the Lord bless you and keep you, and we'll see y'all next Sunday. 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 business model. We offer leadership classes, we have an AI academy, and also get more information about auto shop callbacks. 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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I can't blame you for the distinction issue there. Craig O'Neill: That was- that's all right. Jimmy Lea: Yeah. Yeah. No it is absolutely gorgeous up here. Now, I will tell you that there is a large lack of mountains in Eugene, Oregon- ... Jimmy Lea: That northern Utah does have, is bounteous mountains. Craig O'Neill: Yeah. A lot of them. Yeah. I can't wait. Ogden, a couple, next month. Next month now is October. Jimmy Lea: Yes. October for the Mars Conference. Craig O'Neill: Yep. Jimmy Lea: Yes. Yes. Speaking of Mars Conferences we're gonna put up a QR code for the Mars Conference. If you scan this QR code, it will get you right onto our registration page, and those sticking around to the very end, there is this very special, very unique offer for anybody who wants to attend the Mars Conference. Jimmy Lea: So stick around, scan the QR code. Save that in your smartphones. We are gonna have a great conversation about marketing. Craig is one of our presenters at the Mars Conference, and super excited for Craig to be here. Craig and I have known each other for a couple of years now, and worked together at a couple of companies, and- Jimmy Lea: glad that we are able to still be friends here in this wonderful industry that we call home. Craig, what are we talking about today? Craig O'Neill: Jimmy, this is the, one of my favorite topics to go into. We're talking about CRM systems, of course. Now I have some opinions about CRM systems. Both of us come from a background that deals in these systems. Craig O'Neill: You have opinions as well, and you have some observations, and my observation is simply this: the systems themselves are capable of some pretty cool things- Jimmy Lea: Yeah ... Craig O'Neill: but we aren't using them very well. The it's not broken, they're being misused, is the title of our conversation today. Your CRM isn't broken, it's being misused. Craig O'Neill: And I don't like to walk into a conversation with "Oh, you're doing something wrong", or on the opposite side of it, I don't like to walk into a conversation as you guys are doing it right. You're just fine, but other people are doing it..." Like I, I've used stuff wrong. I've made mistakes in how I leverage the different systems and tools that are available, and I just believe, and I hope you just go along with us today, there might be a better way than our way that we're approaching it now. Craig O'Neill: Be open to that. Jimmy Lea: Yeah. Be open to it, because what they're, what you as a shop may be doing today is working. Craig O'Neill: Yeah. It's not even a debate. It is getting results of a certain level and type that are appearing to be adequate. Jimmy Lea: Adequate for today. And hopefully with this conversation that you and I are gonna have as we talk about the customer relationship management software Hopefully there's something we can expose shops to that might say, "Hey, maybe there is a different way of doing this." Craig O'Neill: Yeah. Jimmy Lea: So what are these ways? What are the five mistakes that shops make the most, or not the mistakes. What, how can we help these shops improve? Sure. I would call Craig O'Neill: them hurdles that we have to get over, right? Jimmy Lea: Yeah. Yeah. This one it's an opportunity for us to make it better. It's an opportunity to make it better. Jimmy Lea: This is what it is. It's not a mistake. You're not doing it wrong. Consider this. Craig O'Neill: Yeah. We're gonna talk about a lot of things on this, and I think before we even get into those hurdles, let's talk about the nature of communication today. Yeah. People's attention span today, because I think that there's a couple of different things that we need to understand. Craig O'Neill: And first off, let's talk about why we even wanna leverage a CRM system. And for many shops, you might have a sustainable s- sort of automatic practice here, but when you're a busy shop, you feel very successful, and then all of a sudden things are not as busy as they are. This happens to all of us. All the time. Craig O'Neill: We've ... shop, Jimmy, our transmission shop, family business that I came up, down into grew up in, and like we never had a slow spell. The shops around us always had those little slow spells, and we're like, "Yeah, we don't." And that was a good feeling until it happened to us, too. So we're all vulnerable to it, and the knee-jerk reaction that I see is this. Craig O'Neill: People as eventually hit that slow spell. They check, see if other people are experiencing it, too. We comfort ourselves with the fact that others are doing it, defining it as a, a market-wide symptom of broader events that we have no control over. And so then we can just comfort ourselves with another idea. Craig O'Neill: It's like, "Ah, it'll come back around." And I heard this over, and over again from my family who is owner of the business, my, my dad and my grandpa, because that has been the experience. It always comes back around. Why would we ever be okay with the fact that a slow spell also technically always comes back around? Craig O'Neill: And if our knee-jerk reaction to those moments is then to go into a, a degree of marketing or a degree of follow-up or a mass blast text strategy, like I see a lot of people fall into is like, "Huh, the work needs to be drummed up. We'll turn to our CRM system. We'll construct the perfect message and send it out, and then people will make appointments and fill our bays." Craig O'Neill: Sound familiar? Jimmy Lea: Oh, it does. It does. And if we know those, those times are gonna come back around because it's cyclical, what are we doing? We... It- Yeah ... is preventable. What are we doing that we can prevent this from happening and being that cyclical item? Because- Craig O'Neill: This is, this goes straight into it, because what I see people doing with the knee-jerk response is they're actually crippling their ability to handle the cycles of this. Craig O'Neill: When you do a knee-jerk text blast response, what's the number one reaction that you get to it every single time? Opt-outs. They are the most common reaction to this, and that's what I... If you go on the socials and you look on comment threads of shop owners experiencing a slow spell, they're asking each other "What's the perfect message that you can type out that gets fewer opt-outs and more appointments?" Craig O'Neill: There isn't one. There is no perfect message that gets X number of people. The ratio will never be the same in two demographics with unique people being the customers or clients in every one of the unique repair facilities that we have. There is no perfect message. Jimmy Lea: No. They're not. They're looking for that silver bullet, Craig. Craig O'Neill: Yes. It's silver bullet is the right term for this, and I discussed this on my podcast in an early episode of the podcast Speak Up: Effective Communication on the Automotive Repair Podcast Network. It was episode 14. I said, "What your opt-outs are really telling you," and I think that what they are telling us is something we need to listen to. Craig O'Neill: So now on that, let's move into the attention span of the people in the world today versus the past. And Jimmy, I love to read. I love deep thoughts, and we're gonna get philosophical for a second. I know you don't mind. Love it. We love this. Yeah. Let's Jimmy Lea: go. Craig O'Neill: Signature classic, C.S. Lewis. One of my favorites, Screwtape Letters. Craig O'Neill: In the early chapters in that book it's describing... I won't go into the details of Screwtape Letters, but the way that you distract someone if you're trying to distract them from serious thoughts in C.S. Lewis' time period was, and I'll quote here from the book that- Got the guy to think he was hungry, and then I showed him a newsboy shouting, "The midday paper," and the number 73 bus going past, and before he reached the bottom of the steps, I had him into an unalterable conviction that whatever odd ideas might come into the man's head when he was shut up alone with his books, a healthy dose of real life, which he meant by the bus and the newsboy, was enough to show him that all that sort of thing just couldn't be true. Craig O'Neill: He knew he had a narrow escape, and then years later was fond of talking about it. I w- I'll skip ahead. But thanks to the process which we set at work in them centuries ago, they find it all but impossible to believe in the unfamiliar while the familiar is before their eyes. So this is hard to digest 'cause it's C.S. Craig O'Neill: Lewis. You... It's like a tough piece of wonderful, awesome, the best flavor steak in the world that you gotta chew on a whole lot of times before you can actually get to digesting it. But the point is, C.S. Lewis's era, the distraction was you wanted to get them into this stream of events and that's your business is to fix his attention on the stream. Craig O'Neill: Teach it to call it real life, and don't let him ask what it means by real. And that stream is exactly what people are having today. This is a word used by C.S. Lewis before streaming like we are on a webinar, streaming across the web even existed. What distracted a man? Just being on the street with a bus and a newsboy shouting. Craig O'Neill: That's yesterday. That's 1940s United Kingdom, actually, in C.S. Lewis' time. Let's fast-forward Johann Hari's book, Stolen Focus: Why You Can't Pay Attention and How to Think Deeply Again, absolutely nails the same point in the modern age and puts a name to it with this term called the f- this frenetic digital interruption, and he says, "Is pulling our attention away from our thoughts and suppressing your default mode network," cool term. Craig O'Neill: I think we're almost in this constant stimulus-driven, stimulus-bound environment, moving from one distraction to the next, and if you don't remove yourself from that, it will suppress whatever train of thought you had, right? And I think that frenetic digital distraction really i- it's just, we have to acknowledge this is the reality we're in today, and there's people that are struggling with notifications and attention, and bombarded with media messages. Craig O'Neill: Every news article you read has the pop-up ads. Are we in that same zone like C.S. Lewis, where a newsboy and the sign on a bus is the only thing that could distract our attention? No. We are under a constant 24/7 assault for our attention span today. That's where we're communicating from, and when your shop gets a little slow and you decide you're gonna have a knee-jerk reaction to the slowness, and you expect a message to land that leads to action with a population that's drowning in this reality, would it be any surprise that it only sees marginal results? Jimmy Lea: Is there any irony that it is called streaming? Is there any irony that it's called a reel? No. Craig O'Neill: Jimmy, it's like the oldest problems are always resurfaced again in our lifetimes today- Yep ... with different technology. Jimmy Lea: Oh, it's totally different. And now it's 17-second blurbs about it's a seven-second commercial, it's a 17-second commercial. Jimmy Lea: We're being bombarded with this instant stimuli to totally distract us from what is actually real- Yes ... and consequential, and you're being bombarded by things that are momentary blurbs of Jimmy Lea: Endorphins Craig O'Neill: Yeah. It, and it just- It's a Jimmy Lea: temporary- Craig O'Neill: You're competing with that- Yeah ... tendency too, to escape with these things. You're spot on. This, this topic is why I lead into these five barriers to that are causing us, like the things that we're misusing in our CRMs, right? Yeah. I consider them barriers or hurdles because we can get over them. Craig O'Neill: Yeah ... and we can decide to lever it right. And number one and we have a slide for this, so I put it up there. I know some people like to read and some people can listen. I wanted to put this quote on there because... And I'm gonna, fatal sin of speakers, I'm gonna read the quote. I know it's on the slide, but I know some of you can't see it, and I know some of you are only listening. Craig O'Neill: Yes. I can't read it. Oh, Jimmy, I'm sorry. It's too small. Too small? Oh, that's okay. That's why I'm here. Yeah. So- You can Jimmy Lea: read all of them. Read all of Craig O'Neill: them ... it's a big meaty slide. Problem number one though is we're not communicating to people on what matters to them. That's the problem. And to reference this point the, a great read, and please write this down, pick up this book, How to Win Friends and Influence People in the Digital Age. Craig O'Neill: Amen. If you're interested in this topic at all, read that book. It's from the Dale Carnegie and Associates. So updated for the digital age. There's so many profoundly good things in this, and this is a quote I pulled straight from the book, and I wanna make sure it gets its proper reference there. Craig O'Neill: But it says, "When it comes to mattering to others, you must discuss what matters to them. Assume all else will fall on deaf, or in this case, dull ears. This is an interesting principle to consider given the spirit in which the vast majority of people are communicating today. Most messages are primarily meant to educate others about our lives, our products, to reveal compelling portions of ourselves we think others would be attracted to. Craig O'Neill: While this appears to be an assertive strategy, it is actually a passive strategy in that it requires others to connect with us." "The trouble is that's marketing monologue, not relational dialogue. It's assumption, not assimilation. When assumption guides our efforts to befriend or influence others, the results end up on the wrong side of memorable." Craig O'Neill: Okay. End quote. That is that's another, like I'm giving you solid food to digest today. That's, that's- ... we don't have time to go this layer of depth in our presentation at Mars, so that's why I'm really happy to have this conversation today. It's a primer. If you walk in primed with some of these thoughts, you're gonna be able to get a lot more out of it. Craig O'Neill: But here's where I go with this. We are communicating from a position of our interests most of the time in the auto repair shop. When it slows down, we're interested in filling our bay. If we were really interested in having those customers come in, we would have done the harder work of relating and documenting and managing the data, all sorts of things differently to have a sustained conversation that they understood the value in, because we understand what's important to them. Craig O'Neill: And that's a whole different thing, and that's gonna come up again as we move into these, these other hurdles. But I think that's the thing, first and foremost, remember what messages right now are you pushing out there that are not memorable? I didn't give this in the slide, but I have an example recently, Jimmy very recently. Craig O'Neill: I turned 43 earlier in August, and I'm not on social media these days. The one thing that was fun is getting all those birthday harvests. You know how you get all the happy birthday thing. It's actually a lot of work. Yeah. Then you gotta go like everything and all that stuff too. But don't worry, I don't miss that entirely because I have been a patron in local businesses that have CRM systems in my neighborhood chiefly my Subaru dealership where we have a, a vehicle leased presently. Craig O'Neill: And I got three happy birthday emails from three separate people in that organization. Two of them were identical emails automatically constructed, and there was a neat little quote in the bottom of one of those emails. It actually said, "This email is automatically generated, and we do not monitor replies to it." Jimmy Lea: Oh my God. That's- Craig O'Neill: But it was a beautiful picture of balloons with the branding of that dealership on it. Oh, it was touching. It was such a great birthday blessing to receive that on Sunday afternoon. Jimmy Lea: Had it been from an actual person and not an automated system would've made it even better, but... Craig O'Neill: Sure. But does the birthday greeting from a business actually land on the memorable side of communication, or is it a cheap and simple automated gimmick to feign that you care with a direct interest that is more for the business's benefit rather than it is for my birthday, right? Craig O'Neill: Congratulations, you captured my birth date in a data field in a system that is automated to generate a joy, because I don't unsubscribe because I love these examples. It really was a gift for me that I get to use and communicate from. Jimmy Lea: Yeah. Yeah. And that's good. That's good. Craig O'Neill: But no, this is a common thing, and we've we've seen this strategy. Craig O'Neill: You and I have been in the CRM space for a while, and you've seen that given as a best practice. We wanna capture the, birth date and month, not the year. Birth date and month. And then you can have these sort of birthday messages go out. All right, maybe you have that strategy applied in your shop. Craig O'Neill: Is that a wrongness? No. Maybe some people really appreciate it. I think a lot of people don't give it a second thought, and that's the majority. Jimmy Lea: They probably don't, but they also aren't sending it from an email that is not being monitored and not gonna reply. Craig O'Neill: Let's hope not. Yeah. ' Jimmy Lea: Cause if Jimmy's Super Shop were to send you a happy birthday message, it would purely be a happy birthday message. Jimmy Lea: There's no other ulterior motives whatsoever. Craig O'Neill: Yeah. Jimmy Lea: Jimmy- And you would reply and say, "Oh, thank you so much, Jimmy's Super Shop." We would reply again to say Craig O'Neill: I would hope so. Yeah. Now, my experience in birthdays are one thing, but all sorts of messages. I know when CRM automation occurs, and I'll touch on this at Mars a little bit further the team is not engaged in that part of the process, and it's difficult for them to engage in the inbound Present Jimmy Lea: conversation. Jimmy Lea: Yeah Craig O'Neill: Yep. There's a, a loss of continuity there. So I do feel a lot of times there's automated things going out from a shop, but there is actually no behavior that is being encouraged or directed or accountable any accountability layer for the team to be a participant in that. So it does play in that. Craig O'Neill: But this goes to number two which I think is at the root of the whole problem, and this is, again, another quote from the Dale Carnegie and Associates. First off, problem number two we're not cultivating a community, and this, this principle comes for me from my study in this book. And as I was reading that book, assessing how shops are leveraging CRMs, this stuck out. Craig O'Neill: And it says, and I quote, "Often forgotten is the long-term plan. Businesses call it a customer retention strategy, but it is best thought of as a lively, meaningful dialogue among a community of friends. If the foundation of all long-term success is the establishment of trust-based relationships, then the goal of all interactions should be to convey value as soon and as often as possible." Jimmy Lea: Not just birthdays. Craig O'Neill: Not just birthdays as a data field. What's meaningful for a client in a repair shop? What's meaningful to them in a repair shop? What is the purpose in our community, and how are you articulating the value of staying in touch so we can continue to express what this purpose is and how it benefits you? Craig O'Neill: And by the way, Mr. Client, it's very important, save this number in your phone so that you recognize that we're a contact 'cause you can reach out to us here, and we're gonna be here if you have any questions. And that's starting to get to the sense of community here. And Jimmy, this is getting more important. Craig O'Neill: In today's world, here's a tip for y'all right now. I want you to open up your phone, go to your text message app, look at the spam folder How many messages do you have in the spam folder of your messages app, whether you're using Android or Apple, does not matter. Automatically, messages are going straight to those folders with default settings from the phone's operating system and device. Craig O'Neill: There's a bunch in there, and a lot of it probably is spam, correct, Jimmy? Jimmy Lea: Oh, I'm pretty sure all of it's spam. Craig O'Neill: A lot of times it's very accurate in mine. I- I've only on occasion seen one or two messages in there. Here's how your shop is gonna land in the spam folder. If the client never accepts you as a contact and never engages in the dialogue with you in text. Jimmy Lea: Yep. Craig O'Neill: And so the manifestation of this, and I've started to see more of this recently, very recently, just this summer people sending a DVI link to their client, for example, but the client claims they never got it. Jimmy Lea: Yeah. Craig O'Neill: But they do receive- Because it went to spam ... messages without the link went to the spam folder because sometimes those links are just being interpreted when it's not saved as a contact. Craig O'Neill: The solution is to get it saved as a contact. Interesting little issue, but that takes a little effort, doesn't it, to keep your client- Yeah ... to add you as a contact. There's some cool tools to do that, simple QR code scans, and lots of things we can do at the counter to help people through this problem. Craig O'Neill: But we need our advisors to express the importance of the communication and why they should want it before they'll ever accept it as a contact. Jimmy Lea: That's right. Craig O'Neill: Yeah. So interesting, right? So I think that cultivation of a community, that's the easy entry point. Help them understand the value of the communication that's coming and why we're going to be reaching you and make sure they actually do want it. Craig O'Neill: And that leads perfectly into hurdle number three. Hurdle number three is we are not gaining an opt-in for the purpose we seek. And Jimmy, you know this is true across the board generally for opt-ins and shop capturing, and we're gonna talk just a minute about this here as well. We'll do this after the next point. Craig O'Neill: The next point is a strong one on this. But you want the customer to want the message from you. Yeah. Does that happen automatically that they understand what you're going to be sending them and why you're going to be sending it? Jimmy Lea: Not unless you explain it. Craig O'Neill: Not unless you explain it. What's the value in it for them? Craig O'Neill: Why is there a benefit for them to be on a list in your shop for a certain type of message? I used an example earlier about text blast when it gets slow. And the mistake I see the most, Jimmy, is that shops literally have their all or repeat customer list, and they just hit this whole list with this message like, "Hey, we're slow. Craig O'Neill: Come in." Yeah. What if... just go with me here. Love it. What if you created a list that people could sign up and subscribe to in your shop? It's like, "Hey, if you wanna join our slow day list, there's a couple advantages of this. If you wanna just you have a few lingering maintenance items type of a thing, and we have openings we have a... Craig O'Neill: Maybe there's a promotion rate, or maybe it's just literally we can get you in and out because we know time is important, and we're not a discount culture anymore here, right? So maybe we express the speed of service. We know it's inconvenient to have the car down when it's quiet like this. We'll have loaners or rides available. Craig O'Neill: Whatever. There's benefits for you signing up on this list, so you can gain access to this thing that we're gonna do to make it better for you. Would you like to be on that list? We maybe send one or two of these out-" a quarter and perfect, right? And they sign up for that, so now you've got a warm lead list of people who are ready to fill your bays when they need filling. Craig O'Neill: How hard would it be to create that? Jimmy Lea: Oh, not very hard, and I wanna rename it already. I wanna call it the VIP available spots list. Perfect. Craig O'Neill: Yes. Yes. All sorts of things that you could do. Yeah, you could call it your membership list. Whatever. You go crazy. Have fun with it. Communicate the value of it. Craig O'Neill: Yeah. And you have some- My wife does this at art shows. She sells her art in these art shows, and she's found that even just the placement of the sign-up form matters. Like, when it's front and center, people who are waiting in line for the checkout now are able to sign into that book while they're waiting for their turn to check out with the art, and she gets way more signups for her email list. Craig O'Neill: Love it. It's perfect. Yeah, and similar practices are totally possible still today, but what do shops do? We automatically assume everyone wants to get any type of message we wanna have for any purpose, and we never clarify or distinguish any special type of thing, and thus they never get the opt-in. Craig O'Neill: And thus, what are your opt-outs telling you? Man, that's their first chance to talk to you about their preference for the type of communication you send. And you know what happens in an opt-out, Jimmy. You know as well as I do. That number's blacklisted at the carrier level. Jimmy Lea: Yep. Craig O'Neill: That's hard to undo. Now you gotta communicate to them about the value of reengaging in that by texting the word start to this number, and that's a harder thing for a busy service advisor or customer service rep to be able to engage in. Jimmy Lea: Yeah. No, it's true. It's true. Craig O'Neill: Yeah. Jimmy Lea: We've gotta communicate with them on the level they want in the form that they want. And sometimes those opt-outs are them saying, "Look, I just don't want to communicate in this method." Craig O'Neill: Yeah. Jimmy Lea: But what do they prefer? Craig O'Neill: Yeah. Jimmy Lea: Might Craig O'Neill: be. Yeah. Jimmy Lea: What's the conversation? Where have you built the relationship to continue that conversation on their preferred platform? Craig O'Neill: Yeah. Look, I cooked my cellphone a long time ago doing demos of AutoFlow at, with multiple instances. Now I get texts that I forget to clear out of their thing all the time. That texting's not the best way to get me during the day. I am, however, in my inbox. And I promise you, you have clients that's the same thing for them too. Craig O'Neill: Yeah. Or they don't even want... Now, go with me here. What if we had a list of people who prefer a phone call follow-up, Jimmy? Jimmy Lea: Oh, I love it. And there are. Craig O'Neill: Yes. Jimmy Lea: There's people that's what they would prefer. Craig O'Neill: Yes. 100% yes. And if you don't get the buy-in from that group, and you think everyone wants a phone call follow-up we already do this- You're wrong Craig O'Neill: at Chris' shop, Jimmy. Yeah. You wanna know in about 90 to 120 follow-up calls that we do in a week there we have a gal doing this for us, for Golden Rule Auto Care. Yeah. We get about 10 to 15% of those calls that go out end up with good connections. Like a good conversation. Jimmy Lea: Oh, they actually answer the phone and have a Craig O'Neill: conversation. Craig O'Neill: Actually answer the phone and have a conversation. Only 10 to 15% 10 to 15. Around 120 calls. Jimmy Lea: Yeah. I, Craig O'Neill: I- Not a huge number. Jimmy Lea: No, it's not. Because people are busy, and they don't wanna be interrupted. And those that want the conversations, they're the ones that answer the phone. And the other 80, 85%, 90% prefer a text message or an email or a Facebook message or purely nothing at all. Jimmy Lea: Thank you very much. Goodbye. Craig O'Neill: Let me ask you this, Jimmy. You got it, man. And when you get a phone call today from a number that's not a contact in your phone- ... do you answer it? Jimmy Lea: Voicemail. No. I- Craig O'Neill: Or screening? Yeah ... Jimmy Lea: I found the you push the two buttons on both sides, boop, right into voicemail. Done. Craig O'Neill: Yeah. I, I have, one of the call screener things on mine now. If it's not a contact, it hits that pretty much automatically. I don't answer my phone. I don't answer my phone. I then check to see the missed call, and if it is something important, I'll call it back. That's the world we're entering, and it's the same principle that we just discussed with that text message that i- if they darn a contact, same is true for the phone number that you're dialing from. Craig O'Neill: If that hasn't yet been saved as a contact, look, guys, your call isn't gonna be trusted yet. Area codes that are mine are the least trusted. Craig O'Neill: Yeah. Yes. But that's the world now, and we have to be able to recognize that and combat that. Yeah ... but that involves becoming that contact, agreeing to that type of conversation, and maybe making a note somewhere in your management or CRM system about those preferred lev- levels of contact. Jimmy Lea: Yeah. Craig O'Neill: Yeah. So- that's the hard work here, and I understand why shops that are low staff or only have one service advisor to five technicians, and he's also the CSR, and he handles payroll because he's also the owner, and yeah, it gets really tough really fast. And you have opportunity there when you're overwhelmed to hire someone else who can do these things, that's gonna add value to your business. Craig O'Neill: They'll be able to help cultivate these lists, which ke- it's more retention, guarantees you have the income and the cashflow to be able to support their livelihood, and everything gets better. But the starting point's really tough. Problem Jimmy Lea: Number four Craig O'Neill: Let's go. All right, this one's key. Mass blasts- Oh Craig O'Neill: without express written permission are against the law. True. And this is- True ... the really bonkers part of this is shops are loosely aware of this and yet they do it anyway. I forget what the fine is right now, and I'm not a lawyer. I'm not giving legal advice. Just disclaimer on that if you can put it in bold. Craig O'Neill: Yeah, no. But I think it's a $1,500 fine per offense, and if somebody knows that they did not expressly give you permission to text them very specifically- Jimmy Lea: Yep ... Craig O'Neill: text is what we're talking about here. Yep ... that's something they could sue you for and win every time. Notice a lot of the largest organizations out there with multiple locations do not engage in this method of follow-up Jimmy Lea: Because- They Craig O'Neill: know the targets Jimmy Lea: they've lost multiple court cases. Jiffy Lube is one that comes to mind. You can Google it. Court cases where Jiffy Lube had to pay out multimillion dollars because of their mass texting clients. A- and- and what's makes it worse is that they were mass texting clients who had opted out. Craig O'Neill: Oh. Oh, no. Craig O'Neill: So they had a blacklist failure- Yeah ... which is even another thing. So yeah, this is where, okay, you videcoders out there, I know you're out there, and I know you're even playing with APIs from groups like Twilio. And you might think "Cool, we can do texting real easy." Guess what? Start managing your blacklist because Twilio sometimes doesn't do it properly for you. Craig O'Neill: Yeah. And the carrier sometimes doesn't do it properly, and it is still you on the hook every time. And if you're giving your software platform to other people to use, your platform, unless it has clear terms and conditions, could also fall under some scrutiny. Oh, boy. It gets sticky. Investigate that. Jimmy Lea: Yeah. It does. It really is. So there's a difference between mass sending a marketing message versus pinpointing and being very specific. Craig O'Neill: Oh, I'm glad you bring this up, Jimmy. Yeah we have a slide on this. So CRM permissions are not actually the same across the board in multiple channels. So the- you probably use terms like transactional versus promotional, Jimmy, I'm sure. Craig O'Neill: But industry terms do vary from- from some- And our industry itself is not usually good at taking universal language- ... Craig O'Neill: And carrying it forward. But these three categories of- of text messages, I put this out. This is I don't have the source on here, but I pulled this source from online. Craig O'Neill: Conversational, informational, promotional. I wanna draw your attention to that blue arrow on the screen. It's kind of a bluish-green arrow, Jimmy. It's on that- Yep ... one, two, three, third row down, where it's talking about how that- that message is constructed. Messages promoting a brand, a product, or a service Or anything that prompts a consumer to buy something, go somewhere, or otherwise take an action. Craig O'Neill: That, if it's in that category, requires express written consent to be legal. Express written consent. Consumers may sign a form, check a box online, or otherwise provide consent to receive promotional text message in some fashion. That express written consent is the highest form of consent, and I haven't met an organization that's tracking it yet. Jimmy Lea: And through the TCPA- Yeah ... which is the act that governs over texting and how you can communicate, it used to be that you had to have a wet signature for that promotional message to go out, and you had to retain it for seven years even after you stopped your business. You still had to have it on file. Jimmy Lea: It's now changed. You can track it digitally. Yes. But you have to be able to provide the source, the date, the time, where it consent was given- Craig O'Neill: Yeah ... Jimmy Lea: for you to send promotional messages. Craig O'Neill: Yeah. Yeah ... Jimmy Lea: conversational, reminders, informational. Now and it's interesting you've got informational broke out here that you do need consent Craig O'Neill: Express consent, which is different than express written consent, and this was interesting to me when I started studying this too, and these things are pretty stable. Craig O'Neill: I don't see this element changing a lot. Yeah. But permission can happen over text on that, or on a form or a website, or verbally, and that's an interesting one. And that's just a message that contains information, just information. It's a status update, it's an appointment confirmation or a reminder. Craig O'Neill: Those types of things are information text, and that's handled- Yeah ... very differently than a promotional marketing text that's asking them to take an action. It tips towards promotional anytime you're asking them to click a link to schedule an appointment, for example, on your slow day blast type of scenario. Craig O'Neill: Yeah. That is a promotional text purely. Even if it's a deferred service reminder. Think about those deferred service drips that people have active in just about every CRM system in the world. Jimmy Lea: Yeah. Craig O'Neill: That is asking the consumer to take an action, and this is exactly the type of thing I will be combating in, in, in our session at Mars 'cause we have a better way forward. Craig O'Neill: We can start talking a little bit about that here too. But those deferred work little drips are... Like, it's a strange thing to do. It's the thing your customer said no to during your visit that we're now assuming they want to receive an, a reminder about without any knowledge that this is coming, and certainly no express written consent. Craig O'Neill: And all of the burden is fully on them to take the action to make something happen about that still deferred work. Yeah. We aren't doing anything. We, in fact, automated the whole thing. Jimmy Lea: Yeah. So what's- Craig O'Neill: It's a passive reminder, as we discussed earlier, right? Jimmy Lea: What's the better way? Are we gonna discuss that here, or are you waiting for Mars? Craig O'Neill: Oh, we can ta- we can talk on it here. So our better way is, it depends on our sense of purpose here, but I think let's go to barrier number five before we talk about that better way, 'cause I think this plays into the whole topic that we're discussing. And this is really the largest barrier, and it is the, the one that I think needs to be overcome before you fix any of the other ones. Craig O'Neill: We don't have our whole organization truly oriented towards retention as a goal What are we oriented towards then? Is the question I like to ask. And if you really stop and you really think about what your organization is structured to achieve, what is it? And it might be what you consider your most important metric might give you a clue. Craig O'Neill: I think it's an interesting question to ask, Jimmy. I do this a lot in different courses. I ask what's the most important metric for a service advisor or for a technician or for this or that?" I like to ask specifically for our front counter staff, whether it be a CSR, a reservationist, a service advisor, whoever we have working our front counter. Craig O'Neill: What is their most important metric? And you get all kinds of answers. You've probably heard every one of them, Jimmy. Closing rate. Those service advisors are like, "I sell 98.92% of all work I ever write up." Terrible stat, by the way, 'cause that's the work you write up. You can artificially inflate your closing rate on sales by writing up what you know will sell. Jimmy Lea: Yep. Craig O'Neill: Yeah. But I th- I'm gonna give you my answer. Jimmy Lea: Okay. Craig O'Neill: Your ratio of returning customers Jimmy Lea: Agreed Craig O'Neill: It's your most important statistic Jimmy Lea: If they're not coming back, you're doing something wrong Craig O'Neill: Correct. Yeah, I don't care what your ARO is really. It's an interesting stat to know. You'll establish baselines for all sorts of KPIs. Craig O'Neill: They tell you useful information. But is our goal to sell all of the stuff we find on every visit? And is our team like, "Is that's what's gonna impress the boss? That's what's gonna make him very happy"? Jimmy Lea: No, returning customers. Totally agree. Craig O'Neill: Yeah, because what's the value of one good visit, right? Yeah. Craig O'Neill: What's the value of one visit versus the lifetime value of a client? Jimmy Lea: Yes. The lifetime value has so much more weight to it. Neck and neck. Tens of thousands of dollars versus- Craig O'Neill: Hundreds. Yeah ... Jimmy Lea: hundreds that, for that one visit. Craig O'Neill: Some, yeah. Yeah. And o- I had family accounts, family accounts- Yeah ... literally in the hundreds of thousands with, For Jimmy Lea: the lifetime value? Craig O'Neill: Lifetime value of that particular individual. He had a lot of vehicles in the family. Jimmy Lea: And, What's the family fleet? Craig O'Neill: It's the family fleet ... it's a family fleet. It's Jimmy Lea: a Craig O'Neill: fleet Jimmy Lea: account. Craig O'Neill: Yep. Yep, but even when the kids grew up, they were still coming in as well, too, and that, the lifetime value of the relationships that turn into more things, like, man, if that's true, though, and we do this. Craig O'Neill: Jimmy, we pay lip service to this all the time in our industry. It's a relationship-based business. It is. And then we go and we emphasize we gotta sell this much, and this is our target for sales, and all this other thing, and it's and how much time really are we putting our human attention on our team's human attention in this frenetic age on retention strategy? Craig O'Neill: Yeah. How involved are they in your team right now towards the goal of getting people back in the door from the beginning of that visit to the end of that visit, and what happens in between, the humans involved? And Jimmy, you've been in this industry. It... Most shops, I hear they say, "Hey, my guys aren't gonna use this. Craig O'Neill: I just need this to be automated." Jimmy Lea: Yeah. We'll try and make it sound as personal as possible in that automation, but Craig O'Neill: Yeah, we use those cool little variables. Your service advisor gets filled in with the service advisor's name, all the automated message, and automation has merit. It does. We create, through automation, consistent repeatability of things that we want to have occur That's good, right? Craig O'Neill: It is. Jimmy Lea: Make it personable, and make sure you're responding. Craig O'Neill: And make sure you had a hand in that, and make sure you are responding. Correct. The service advisors know these are going out, they know when it's going out, and they're maybe involved in scanning to see who replied and who didn't, or maybe that's somebody's job in the shop. Craig O'Neill: Yeah. And we'll talk about this at Mars a little further. I believe it is somebody's job in the shop. We call... I call it the reservationist. A lot of people have a CSR. Yes ... it's a fun topic because... And it goes deep, and we have podcasts on that too. But dude, it's an orientation thing. It's if it's important to you, you're gonna do something about it. Craig O'Neill: If it's not important to you, you won't do anything about it, and that's the measure that, yeah, like, all right. So I just kinda threw a C.S. Lewis mindset at you. There's like this is one of the things I love about reading some of these, these thinkers, right? It's and of course, he's Christian apologetics and that sort of thing, but he said... Craig O'Neill: i'm breaking it down to just a simple point, like something is important or it's not important at all. Craig O'Neill: That middle ground in this topic, I think this is true, that middle ground's not given to us, which forces us to either have to decide, "Eh, it's really not important and we can continue as we are because we're okay with the results," or, "No, this is a really important topic. Craig O'Neill: Our strategy for getting clients into the shop is of actually critical importance to the ultimate success of our business, and is the most important thing that we should be focusing on to guarantee our success. So we're gonna really put in all of our effort towards this goal instead of just reacting to the chaos, reacting to the things that made it in today." Jimmy Lea: Yeah. Craig O'Neill: Wow. What would happen to your business with that focus? Jimmy Lea: Oh, I love it. I love it. Yeah. Man. We wanna exponentially increase it. We wanna rocket fuel this. Craig O'Neill: Yeah. Jimmy Lea: And I wonder what the statistics are. There, there was a, a, a read a while ago that talked about restaurant industry was tracking this. How can they get a client to come back for the second dining experience- Yeah Jimmy Lea: and the third dining experience, and the fourth dining experience? And once they get 'em in for that fourth dining experience, they've got a client for life. Craig O'Neill: True. Yeah. I actually just had a interesting restaurant follow-up. I'm on the email list for one of the sushi joints here in Grand Rapids. I love sushi. Craig O'Neill: Love this place. We go Maru Sushi on Cherry Street. Fantastic. Next time you're in Grand Rapids, wonderful. Love going there with my wife. It's our go-to spot. We had a couple months of a dry spell there where we didn't make it in, and we were busy with art shows and all sorts of stuff. Sure. And I got an email that must have been triggered. Craig O'Neill: It's like their little lost customer reminder. It's like- Jimmy Lea: Yeah ... " Craig O'Neill: It's been a while. Here's a free app- appetizer" Okay ... for next, on, on your next visit." It was an interesting follow-up. I thought it was really good. Oh yeah, it has been a while. Man, I want sushi right now, is what I experienced with that. Craig O'Neill: And then, and there's a benefit for me right there in it, and I already wanna go there anyways. It's just been a while. Jimmy Lea: Yes. Craig O'Neill: Yeah. Jimmy Lea: It's a great way of getting you back in. I, there, there was the example That the manager would go around and say, "Oh, is this your first time?" They had different colored napkins, so he knew- The servers ask us, they're the new ones that don't recognize us. Jimmy Lea: They ask, "Have you guys been in before?" It's like, "Oh, yeah." Yeah. All right. "You can hold on to the menu. N- unless you need it to show us that you haven't taken the order yet," right? Yeah. Yeah. The the managers are going around and they're giving away, "Hey, on your second visit, make sure you try the cheesecake, and here's a coupon for a free cheesecake." Jimmy Lea: You get me back for a $100 meal for a free cheesecake, is it worth it? Craig O'Neill: Totally. Jimmy Lea: What's that cheesecake cost you? Craig O'Neill: Cheapest marketing. All right. So look- Cheesecake more cost ... how much Jimmy Lea: money Craig O'Neill: do you spend on other marketing efforts for what kind of results? Jimmy Lea: Yeah. And we've got to do the optimizing everywhere. Jimmy Lea: We've got to optimize ourself in all the locations. There's, which is true. Craig O'Neill: Yeah. Jimmy Lea: But also how effective, and it's extremely, ex- extremely effective when they're there at your shop enjoying the experience, you give them a reason to come back. Craig O'Neill: Yes. And I like what you said there, Jimmy, and I think that's worth drawing some out a little further. Craig O'Neill: What you described is what I we have an improv club in our Toastmasters club, so the we play a lot of improv games, and we've been taught the yes and- Yes and ... approach. Yes and. Yes and. It is, it's, so it's a rule in improv where one of the people in your troupe are make something, that's truth now. Craig O'Neill: You react with that. It's not, you can't go combat this thing. It's not this or this. It's these things now have to be recognized as, as connected. The reality of Jimmy Lea: what you create. Combining forces for something good. Craig O'Neill: Yeah. So you said- Using that idea ... all networks, all channels, and this is exactly it. Craig O'Neill: This conversation that we're having doesn't say "Oh, yeah, we just master this and we won't need to spend as much money in this other area." That's not necessarily the case. Now, although maybe you have have some restructuring of that, it's you do refine your strategy on how your team is engaging retention, and you continue your outreach efforts, and maybe restructure how your phone call skills and other things go into all the m- effort you did take towards generating leads actually gets converted into real clients that come back again. Jimmy Lea: Oh, yeah. W- I was talking to a shop the other day, "My marketing's not working. My marketing's not working. I need to redo all my marketing." Got digging into his phone call log, discovered 43% of phone calls were- Ooh ... not being answered. No. 43%. Craig O'Neill: This is the world th- that AI assistants are entering. Craig O'Neill: And Jimmy- Yes ... this is this is the deepest, saddest thing in the world for me. AI assistants are one, a thing that is i- in demand and two, that it's sometimes better than the Jimmy Lea: people. If you're not able to answer the phone, you need to figure out either you need a human that's there answering the phone, or you implement this AI answering system- Oh, man Jimmy Lea: that's tied to your point of sale that sees your schedule, that can schedule- Better Craig O'Neill: at containing the context and keeping the notes and everything else ... four different... Jimmy Lea: Absolutely. Craig O'Neill: Yeah, I know. Jimmy Lea: And it's true. If- I do not support the idea that the AI answering your system is going to replace your advisor. Jimmy Lea: Absolutely not. Yeah. Craig O'Neill: No. Jimmy Lea: You do need to answer the phone as quickly as you humanly possibly can, but if you're not able to, that's where you've got this backup that can take care of business. And it's an interesting thing. Craig O'Neill: And this backup Jimmy Lea: is just that. Yeah. It needs to be backup, not plan A. Craig O'Neill: Oh, not plan A. Craig O'Neill: And in fact, you need to be aware And we were having this conversation in our team, too 'cause our sales guys, when they're calling shops, they're hitting AI- Jimmy Lea: Yes ... Craig O'Neill: systems far more frequently than they ever used to, and it's interesting to see that volume go. But simultaneously, we understand, like, how do you feel personally when you call a business and the first thing you get is an AI? Craig O'Neill: Are you happy or a little sad about that? And in an election year right now, it has turned divisive. And we did tailor- trace this back to this really started about two weeks ago. Even in demos where we're talking about AI features- ... the data center issue is coming up. And, like, all these things are, like, top of mind, front and center. Craig O'Neill: "Oh, I can't believe you guys are engaging with AI stuff in this world right now." And it's oh, wow, hot button issue. You have an AI assistant, you probably are gonna have a 50/50 split. I'm y- I'm talking 50/50. Some people will love it and think it's fine or just tolerate it. The other 50% are going to hate it, hate you, and may never call you again. Craig O'Neill: And congratulations, now we're in 2026. Yep. Jimmy Lea: And I, I think the 50/50 might be a little, Craig O'Neill: I'm just thinking about how the elections play out- Jimmy Lea: Yeah ... for two different parties. I propose there's probably a 30%, maybe a 33% that loves it, 33%- Fair ... that hates it, and 33% that's in that middle that says, "Ah." Craig O'Neill: Yeah. Jimmy Lea: I Craig O'Neill: would love to see a strong third party too, Jimmy, but that's neither here nor there. Craig O'Neill: Yeah. So look at this though. We talked orientation. We don't have a whole organization structured towards retention. Now I had a great coach. Bob Greenwood was my coach. He passed away 2021. And I talk about this frequently. I echo what he taught me a long time ago, and he described our professional responsibility. Craig O'Neill: He asked the question, "What's our job? What's our job? What is your job?" I remember being the technician in the room that raised my hand, and I told him what he was expecting someone in the room to raise their hand and say. Jimmy Lea: Fix cars. " Craig O'Neill: I fix cars." Yep. He pounced. He was ready. This is what he did. I've seen him do it multiple conversations after that. Craig O'Neill: He said, "No. Your job, your professional responsibility, is to make sure the vehicle's safe, reliable, and efficient. That's the job. And that, Mr. Client, is why we do a multi-point inspection on every vehicle that we do, and we will send this digitally to you, and we won't let you down." And there's lots more that goes into that, but there's a whole underlaying sense of purpose about the service that we provided. Craig O'Neill: And if that is our job, to make sure the vehicle's safe, reliable, and efficient, we owe it to our customers to be participants in that- Yeah ... as a member of the community of which they are also driving in. It has direct benefits to us and the other people we love on the streets. But that's an orientation, right? Craig O'Neill: And if that is what you believe about your purpose in this industry- Amen ... yeah, we're gonna start following up with the strong ability to communicate that sense of purpose, and people will hear the conviction in there and that commitment that you made to not letting them down. And that is not going to be heard in your competitors. Craig O'Neill: If you master this, and you don't, you will stand out, I promise you. Jimmy Lea: It's true. It's true. Yeah. Craig, this is a, a phenomenal conversation that we're having, talking about all things marketing, customers, customer relationships. Craig O'Neill: Yeah. Jimmy Lea: Managing those relationships, communicating in their preferred method, form, and fashion. Jimmy Lea: This is gonna continue in our Mars Conference. I can't wait. Let's throw up that QR code again. If you are able to attend, and you are listening to this, today is... What day is today? Craig O'Neill: Today is the 9th. Jimmy Lea: September 9th It's called Wednesday. September 9th, intensive giveaway winners. Oh, don't forget the giveaway winners here, Craig. Jimmy Lea: We've- Oh ... le- but- Great Do you wanna announce the winners first, or do you wanna announce the the special giveaway for everybody listening? Craig O'Neill: Let's do the winners first, Jimmy. I'm excited. So we had a drawing as we had two tickets to give away to Mars, and we have two winners, and we'll be sending emails to these winners as well. Craig O'Neill: Winner number one, Preston Callahan. Winner number two, Jordan Jawarenko. And we will get those emails out to you and hope to see you in Utah. And yeah bring your hiking shoes if you wanna go up in the hills with me. I definitely encourage getting up in the hills. So- Jimmy Lea: Are you gonna be rucking? Craig O'Neill: Oh, see, when I'm in the hills I don't just bring useless weight, I bring actual hiking gear, so I just call it hiking when I'm actually in a mountain. Jimmy Lea: When you're in Utah, you go hiking. Yeah. Everywhere else it's Craig O'Neill: rucking. Yeah. Rucking is what I would call urban hiking. Jimmy Lea: It's for you flatlanders. Craig O'Neill: Yeah. Yeah. So no, I will definitely be ha- I have a pack, I have I put water in there for weight and snacks that I can eat, and the, the idea is you get it lighter as you go with that sort of stuff, but- Oh ... it's absolutely beautiful. So these- Yeah ... are the winners from the Autoflow drawing that we'd had. Craig O'Neill: Those of you who did not win on that drawing, we'll still email you and hope to see you in Utah. Take advantage of this promotion. I think it's gonna be a great conversation. I've done this intensive multiple times. Jimmy, I gotta give you guys some props on this because this is my favorite format literally in all events that I go to. Craig O'Neill: You're in one room together at your headquarters in Ogden, Utah- Yeah ... which is a cool town. Everyone hears the same presenter. We get everyone here asking those same questions, and then- Yep ... the next presenter's gonna be up, and then we do that. We have great food in between, and then there's breakout sessions afterward where we get to go and break out into groups and discuss everything that's done. Craig O'Neill: No one's missing any of the context from any of the presentations. It's not like you're in one session and then another session is going on and "Man, that would've been a cool talk too, but this is really good." You don't have any fear of missing out on anything that's happening. Everybody's a participant the whole way. Craig O'Neill: It's awesome. Jimmy Lea: Oh, and I love the, the vendors are included. Everyone is in the same- Yeah ... room, and we're having these conversations together. It's not just shop owner to shop owner point of view. We get everybody's point of view in on these conversations- Yeah ... which is super awesome. All right. So if you scan this QR code, grab out your smartphone, scan this QR code, this is a coupon. Jimmy Lea: It is on- coupon, oh, I hate calling it that. Yeah. This is a special member VIP. Because you are watching this webinar, this is a cu- the, this code is good until 12:00 AM tomorrow morning, Pacific Daylight Time The code is, and I have to switch over to my other computer, the code is Mars300. This is $300 off of the general admission pricing. Jimmy Lea: So you and a- anybody of the public that is out there, you will get the webinar, the the whole entire intensive, Mars Intensive at the institute member pricing. So use the code Mars, M-A-R-S 300, and that is good until, for in the next, what? 12 hours? Craig O'Neill: Yeah. Where are we? 10, 12- And after Jimmy Lea: you fill that out- Oh, 13 hours. Jimmy Lea: You got 13 hours. Ready, set, go. Go ahead ... after Craig O'Neill: you fill that out, email us and I will tell you my favorite two sushi joints in Ogden, Utah, and maybe we can even grab a bite there. Jimmy Lea: Ooh, that's great. And you know what? We do have a couple of more tickets available. There's not a lot, but there are a few more tickets available for that exclusive dinner with Cecil Bullard. Craig O'Neill: Nice. Jimmy Lea: We're gonna have some great conversations. Those that are speakers are invited to be able to be part of this conversation and it's an exclusive dinner with Cecil, so you're gonna have some really good, intense, great conversations with the speakers of the event, with Cecil being there. These are gonna be some really good focused conversations. Jimmy Lea: Those Craig O'Neill: are my favorite moments, Jimmy. Yeah, the event is one thing, but the conversations that happen throughout and at dinners these... If you're not frequently going to industry events like this is... You owe it to yourself to do this. The ideas that you get to go back with are phenomenal, and the connections that you make and the sense of community that you feel that, that's permanent Jimmy Lea: Agreed. Jimmy Lea: Agreed. Couldn't have said it better. Thank you, Craig. Oh, yeah. Congratulations to Preston. Congratulations to Jordan. Look forward to seeing you in Ogden, Utah, October 26th, 27th and 28th, right before SEMA Apex. And for those who are the adventurous types rent a car. Let's go drive down through Zion and Bryce Canyon and- Yes Jimmy Lea: I'm sure Craig Craig O'Neill: and- Zion. If you haven't been to Zion National Park, what is that place? It is beautiful. It is. Southern Utah, phenomenal, dude. I could go... We have another hour here, so we can just talk about Southern Utah. Man, dude- ... you guys have got the pocket of beauty in this world. It is phenomenal. Craig O'Neill: Like- Jimmy Lea: It's gorgeous. Yeah. It is gorgeous. Craig O'Neill: Absolutely. You will... And Salt Lake City's no joke either. You fly in there, you're gonna think, "This is amazing," and it is. And then you go to Southern Utah and you think "What is... It gets better?" Jimmy Lea: Yep. Yep. Glad you had a great experience with your family down there in Southern Utah. Craig O'Neill: Dude, my wife and I are flying out a little early. We're staying through the weekend before the Mars Intensive we're gonna be hiking some hills then too. It's hard to get the bigger hikes in between the event stuff. Jimmy Lea: Yes. Craig O'Neill: It gets dark- Yes, it is ... it gets hard on the mountain. Jimmy Lea: It does. It does. Jimmy Lea: Even with that, it's not quite enough. I got you. With that, thank you, Craig. I appreciate you being here, brother. Oh, thanks. Thank you so much. Look forward to Mars- Can't wait ... the Mars Intensive. Let's continue this conversation. Let's get in deeper with these conversations and have a great time. I will see you there. Jimmy Lea: Thank you, everybody. See Craig O'Neill: you soon.

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Downshift with TonnikaAugust 6 · 48 min

From College Basketball to Automotive Leader | Gabby Oglesby - Ep 34

Rick White was my VERY FIRST business coach, and trust me when I say he helped me get my shop-owner life together! 😂 Now I’m proud to have 180Biz presenting Downshift, so head to 180Biz.com and book your FREE strategy session with Rick because, honey, you don’t know what you don’t know!Y’all, if you missed the first Tektonic, you missed a GOOD one, but you've got another chance! 😂 Tekmetric is going even BIGGER in Houston, Texas, April 1–3, 2027, so head to Tekmetric.com/Tektonic and get registered because you're NOT missing out twice!Consistency 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 DEMOYour techs don’t need another YouTube rabbit hole—they need real answers to the problem in front of them. SWAT Training and Diagnostics brings the tech support and hands-on, virtual, and just-in-time training to help them fix today’s car and be ready for the next one - LEARN MORE HEREIn this episode, Tonnika Haynes chats with Gabby Oglesby, Director of Product at Kukui, about her journey from college basketball to innovator in the automotive tech space. Gabby shares how her background in sports shaped her leadership style, why diversity and representation matter in the industry, and the importance of designing user-friendly products for shop owners. Timestamps:00:00 Social media confessions and TikTok addiction01:34 How basketball built Gabby’s leadership from a young age02:46 Honored in the Hall of Fame: Gabby’s journey from Guilford College to Kukui04:57 Wearing the green: The inside truth about Kukui’s infamous uniforms05:25 Four years at Kukui—bridging product creation and real shop needs06:22 From country kid to tech leadership: Gabby on moving, growing, and learning08:24 Designing products with empathy for shop owners and customers09:08 The power of community & networking at industry events10:06 How the game (and teamwork) led to a new kind of leadership at work12:25 Breaking barriers: Black women, LGBTQ+ leaders, and showing up at automotive events16:31 Why representation and village vibes make the industry stronger17:19 So many career options in auto, even if you don’t wrench18:35 Tackling imposter syndrome and showing up19:49 Being underestimated, finding your voice, and showing confidence21:30 Masculine-presenting in leadership and the importance of authenticity22:00 Parenting, adoption, and non-traditional families in auto23:08 Growing LGBTQ+ visibility at trainings—breaking old assumptions24:38 How stereotype-busting leads to stronger community25:48 The real secret: Diversity and curiosity build the best teams27:46 How Kukui builds new tech for shops—straight from owner input28:55 Toggles, choices, and making products user-friendly30:58 Keeping up with tech—old school meets new school shop culture31:19 AI, customer experience, and the tools that really matter for shop owners34:39 The loyalty program and the importance of customer retention36:06 New shops, new competition—standing out with service, not just tech38:24 Lessons from rapid change: Stick to what works, be wary of shiny new “solutions”41:00 Lasting legacy: Gabby on commitment, voice, and bringing your full self43:16 What diversity really brings to your shop—food, flavor, and unstoppable teams44:00 Why the next generation matters and why you need to be at the table44:46 Where to find Gabby, Kukui, and upcoming events

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Remarkable Results RadioJune 5 · 57 min

From Data to Loyalty: How AI and Hospitality Are Redefining Shop Growth [THA 488]

Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty Watch Full Video Episode What happens when artificial intelligence meets world-class customer hospitality? In this episode of Remarkable Results Radio, host Carm Capriotto welcomes Mike DelaCruz, CEO of Overdryve Marketing, and Michelle Tansey, co-founder of Euro Clinic, for a forward-thinking discussion on how auto repair shops can use AI, data, and intentional customer experiences to build stronger businesses. From using AI as a strategic business assistant to creating a luxury-level customer journey that rivals brands like Ritz-Carlton and Nordstrom, Mike and Michelle share practical insights on what separates average shops from elite operations. They explain how predictive marketing, operational excellence, and deeply embedded core values can transform customer retention and long-term profitability. What You'll Learn How AI can serve as your shop's "big brain" to improve decision-making and uncover blind spots.How predictive marketing can forecast car count, identify customer churn, and improve campaign performance.The concept of the "NASA Shop" and what elite automotive operations do differently.How Euro Clinic creates unforgettable customer experiences through personalized hospitality.The importance of building systems and processes around your shop's core values.Why strong operations must come before marketing success.How small communication changes can dramatically improve customer trust and confidence.The role data plays in making better business decisions and reducing emotional guesswork. The future belongs to shops that combine technology with humanity. AI can provide unprecedented insight into customer behavior and business performance, but lasting success still comes from exceptional service, consistent operations, and a culture built around caring for people. The shops that embrace both innovation and hospitality will be the ones that stand out, retain customers, and thrive in the years ahead. Mike DelaCruz, CEO Overdryve Marketing *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id="request-WEB:8e59eec7-a235-4fa3-a072-956fea3fe478-7" data-testid="conversation-turn-4" data-scroll-anchor="false" data-turn="assistant"> *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id="request-WEB:49a777bf-d263-4496-bf0b-2eb3a46ac96a-11" data-testid="conversation-turn-24" data-scroll-anchor="false" data-turn="assistant"> Michelle Tansey, Euro Clinic, Santa Clara, CA. Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Thanks to our Partner, KUKUI Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/ Thanks to our Partner, Pit Crew Loyalty You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/ Connect with the Podcast: Visit the Website:https://remarkableresults.biz/Subscribe on YouTube:https://www.youtube.com/carmcapriottoFollow on Facebook:https://www.facebook.com/RemarkableResultsRadioPodcast/Follow on LinkedIn:https://www.linkedin.com/in/carmcapriotto/Follow on 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/insiderAll books mentioned on our podcasts:https://remarkableresults.biz/booksOur Classroom page for personal or team learning:https://remarkableresults.biz/classroomBuy Me a Coffee:https://www.buymeacoffee.com/carmSpecial episode collections:https://remarkableresults.biz/collections The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcastwith Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story...

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Remarkable Results RadioSeptember 8 · 32 min

The Power of Financing: A Growth Tool for Auto Repair Shops [RR 1108]

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode What happens when a customer needs a $2,000 repair but doesn’t have the cash available today? That moment can determine whether the vehicle gets repaired, the customer delays a critical service, or they take their business somewhere else. For automotive shops, offering flexible payment options can be more than a convenience. It can be a powerful tool for helping customers say yes to the work their vehicles need. Kwane Stokes, Assistant Vice President and Relationship Manager in the automotive division at Synchrony, explains how the program can help shops remove financial barriers, increase repair opportunities, and create another reason for customers to return. Kwane also addresses why many shops still aren't offering financing and how the biggest obstacle may simply be the assumptions advisors make about a customer's ability or willingness to pay. What You'll Learn Why financing should be presented as a payment option, not something an advisor decides a customer needs.How the program's average first and repeat purchase amounts demonstrate the potential impact on average repair order (ARO).Why assuming a customer can't qualify for credit can cause shops to lose needed repair work.How monthly promotional offers can give shops another reason to communicate with their customers.How advisor incentives and simple training can encourage more consistent presentation of financing.What the upcoming "waterfall" financing model could mean for customers who aren't approved through the primary credit program. The biggest opportunity may not be finding more customers. It may be giving the customers already sitting at your counter more ways to say yes. The key is removing the assumption that you know what a customer can or cannot afford. Present the options, explain them clearly, and let the customer decide what works for their financial situation. For a shop, financing isn't simply about collecting payment. It's another tool for helping customers get the repairs they need while protecting the relationship and keeping the work in your shop. Kwane Stokes, AVP, Relationship Manager, Auto Network, Synchrony 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                                        

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