How One Weekend Can Rewrite Your Shop's Future - Bonus Zoom Episode 2

0:00Good morning. This is Glenn Piccolo with Adams Automotive bringing you another episode of Master Tech to Millionaire presented by Auto Shop Answers, where we discuss the concept and Todd Hayes' perfected business model that will literally change your life. This episode is coming to you following an amazing weekend in Houston, Texas, where we just wrapped up two amazing programs, Key to Key to Callbacks with myself and Joe Adams and Courtside with Mike Quinn and Charlie Zlatkos.

0:28Thank you so much for joining us today. Let's go. Good morning! What up? Hey, good morning, good morning! This is great. Let's go, everyone! It was unbelievable weekend, Charlie. Are you pumped up? Come on, man. Good morning, good morning, guys. Give me the juice, Charlie. How was it? Good morning. Good morning. I just got off the phone with, uh, Cupid actually. I'm at the airport now, about to go to Boston.

1:05I gave him a call and I'm like, man, we both had the same feeling. So we were exhausted yesterday and then we get home and our phones just keep getting these messages and then we got rewired and pumped up again and couldn't sleep. I mean, people's feedback. It was like putting fuel in the fire. It was like unbelievable. Yes, unbelievable. Coupon said it best.

1:31He's like, man, I keep telling myself I need a day off, but then I'm like way too excited for tomorrow. I'm like, wow, Todd, Todd, what have you done to us? Thank you. I actually just told him, because he's been going 19 days straight, I'm like, you need a day off. He's like, I may take it tomorrow, we'll see. We will see.

1:52Yes, man, that's fire, man. We had such a great weekend, man. We had just so many new people come through Key2Key this weekend. It was an absolute blast. I mean, probably 70% of the room was new. I know a lot of the, you know, existing Moneyball family was over at Courtside, but man, we had, gosh, probably one of the most exciting groups.

2:18I mean, like standing ovations and just so freaking fired up. I mean, people jumping out of their seats and what a man, just what a blessing to be able to be a part of this and just literally transform lives. I mean, it was so fun. Just some of the great stories from this weekend. And it's just a consistent story. Every time it's consistent stories like, They come through and it literally changes their lives.

2:51And to be able to have, to be able to have like, AJ Neely was there this weekend and been coming back for, it's been like coming through for a year now. And just to be able to not only see all of the new faces and just getting everybody engaged, but the people that have been coming through consistently and getting to hear the stories and like shedding tears with people, like that is so fun.

3:20So man, I was super, super pumped up. Really, really, really fun. So how was courtside? Man, it was unbelievable. Excellent. I got to tell you, I mean, the thing with courtside that's different, and obviously you guys had a very good group now. I mean, I saw them at Rakatak Day on Friday. Excellent group. But you know, sometimes earlier on, especially when we started, we used to have people that come in and try to fight the system and try to poke holes in it.

3:54I mean, we don't get any of that. Zero. And because, especially because at Courtside, these are all people that have already been through a few times, they've already implemented, they see the difference, and now they're just trying to get it to the next level. So these are all committed. They're there to work. So 100%. Of everybody there is engaged the whole time.

4:16There is no dozing off, no playing on their phones. People just fully engaged, asking questions, doing reps. It is exciting. It is like it's going on. Yeah, we have any— uh, oh, sorry, I was gonna say we had, you know, such an amazing like VIP day. We had 7 people over at 10:10, and just to kind of give everybody the rundown of the weekend, For those that don't know, is we start out with the VIP Rack Attack Day over at 1010, and that's where you get to come in the trenches with our team, work side by side with absolute superstars, and run a day with us.

4:56We had a $37,000 day, no decision fatigue, in the trenches, amazing strategies, just watching how this concept just unfolds right in front of your eyes. So important to see. It's all important. And just so everybody understands, like the whole process and the whole like transition through the programs is like, man, you come through Key2Key and you get to learn it in the classroom and you get to see the concept and you get to understand that.

5:26And before Key2Key weekend, we have the VIP Rack Attack open house at 10:10. You get to come in, We do it 6:30 to basically 7:30. We PMI a car together. You get to understand how that Rack Attack is gonna work before you go through the classroom for 2 days through Key2Key. So we Rack Attack a car and kind of like an intro to the concept.

5:51You come through Key2Key. When you come through Key2Key, you get 2 days in class, breakout groups. You learn this perfected business model. You cannot unsee it once you see it. Okay, so once you do that, now you have the opportunity to graduate into Courtside. We really like everybody to come through Key2Key, um, a couple of times to really understand it, and then you get to graduate into Courtside where you get this hands-on, uh, training with, with Quinn and Charlie.

6:22It's amazing doing take 5s, doing role playing, doing shop tours live in a working shop. Okay, so you're seeing this, you got the hammer panel with those studs over there. Oh man, it's so freaking good. And so all of that together, you really get this amazing experience. And then you can come back through and go to VIP Rack Attack, you spend the day in the trenches in a live shop and you get to hang out with me and my team or Quinn and his team, or you can go to Boston and you can go hang out in a 2-bay, uh, forklift shop that does $400,000+ a month.

7:02And you get to see all these different perspectives. It's like, I can go work in a 50-bay shop and execute. I can go work in a 2-bay shop and execute. I can go work up in the Northeast with, with Rust and see how they do it and how they can work with major efficiency, you know, and I can go in the Garage Mahal, as people call it, right?

7:24But it doesn't matter. It doesn't matter where you're going. You are going to get this concept with just intensity. And so I'm just so thankful for all of our programs because, man, it is freaking fire. Yeah, man, it's unbelievable. So a couple of things to touch on that. I mean, you nailed it, Ben. Couple things to touch on that. People, when they go through Key2Key and you think you got it all, you have to go again because you just forget.

7:54It is a lot of information, right? So you think you got it all and then when you go back, you're like, oh, I remember this part now, I remember this part now. So I always tell people like, I've done it and Todd keeps saying it, I have done Key2Key countless amount of times. Literally couldn't count. And you still learn every time. I mean, yesterday I'm training people how to take videos, right?

8:16And now they're using words and I'm like, man, that is good. I can get to use that now. And I tell them that, like we all learn from each other. It's a never-ending game. It's unbelievable. So that's one. Then the perspective when people challenge, oh, it's not gonna work in my market or it's not gonna work. Oh, I only have a 4B.

8:35So, okay, we have that. Let's go. Let me show you how it's done. The perfect, the perfect shop, like you say, Glenn, I mean, your shop is 50 bays, it's massive. And then the Bosna shop is tiny. The perfect shop would be anything in between, which is probably most people's shops. So most people already have the perfect shop. They just need to adjust and implement this system to make it super efficient and high performance.

9:02Yeah, I thought I'd do like But, um, you know, I obviously know this concept and, you know, Todd has taught me, I have mastered this concept and now, you know, I'm honored to be able to teach it. And, you know, I'm 6 years in, you know, and I made my first trip to Boston, what, 6 months ago, 8 months ago. Um, and got to do the Rack Attack with Charlie and wow, did it absolutely change my perspective, right?

9:31It's like, You can never stop learning. I learned so much over those 2 days that completely changed the way I have an outlook on my shop with 50 bays. So it's so important to get all these different looks because it's different, right? And yeah, every shop that we, or all the people that come through, I think have probably the perfect shop, right?

10:0050 bays is a lot and 2 bays is not that many, man, but 6, 8, 10 bays, wow, you can run massive numbers out of those shops. I mean, Mike just wrapped up a record month over in what, 9 bay, 680, big net. And so we get to see it all and it's just a blast. I wanted to chime in on what Charlie said about coming back more than once.

10:29You know, it really feels like You know, Auto Shop Answers is a business and we want people to come back and, you know, that's what we're doing it for. But we're really not. You know, Todd got a standing ovation yesterday afternoon because he's like, I'm not— Todd Hayes, you know, he doesn't need the money. He's like, I'm not doing this for the money.

10:49We do not need the money. We are trying to change your life. And it's so true. I get chills even saying that. It's like, We run an auto repair platform that happens to train people, and that's our national onboarding, and it's so good, but you just can't get it all in one visit. So the example I like to think about is it's a language, or it's like getting in shape.

11:13You know, you can't go— you can't go to a 2-day boot camp, get all pumped up, work out for 8 hours straight, 2 days in a row, and expect to be in the best shape of your life. But if you're AJ Neely and you go to boot camp every day for a year, you could probably expect to be in the best, best shape of your life.

11:31If you go to a conference and try to learn a new language in 2 days, it's not going to happen. But a year later, I mean, look at the track record of people who put in 1 year. I think that's the number, and 2 years is really good. JJ, Lynn, Rob, AJ Neely, Bartels, so many people. Like I have personally been through the class.

11:52I have notes from 2021 on my Google Docs, you know, like, and it's literally Todd saying the same things, immediate impact on sales, you know, give them a financial stake in the outcome of the business. Like so many nuggets that I probably wasn't even close to picking up on 5, 6 years ago. And here we are now, I'm fluent. I am fluent in the language of business, but it just doesn't happen.

12:18Overnight. So I know what we wanted to talk about today, what we always like to talk about is implementation. Everybody always asks, they're like, man, where do I start? That was a lot of information. I've got a book full of notes. I literally have no idea where to start. So remember, it's a language. You know, when you're learning Spanish, you don't learn all the big scientific words first.

12:41You learn the basics, which is grammar, Tense, you know, the easy words, a couple of easy, most common ones. So in my opinion, the most important things to focus on are getting good at saying yes on the phone. Your booking rate, reminder, is 10 to 15% more than likely. If you can have a 35, 40, 50% booking rate, you know, your Google Earth will literally start to look like ours and you will jam cars around your shop.

13:09The second thing is get really good at pictures and videos. Literally, those two things will increase your ticket average. It will increase your booking rate. Those are the fastest ways to get out of the blocks, but it all starts with a Take Five. So I think I— Glenn, do you have any thoughts on starting your day with a Take Five and rolling out the concept piece by piece?

13:29Yeah. And really, before I get into that, I want to talk a little bit about that booking rate because there's going to be a lot of people listening to this. And they really just don't know. Okay. So, you know, we didn't really know. And now obviously having our company infected with AI and we are really, really good on the phones. People don't understand that their booking rate is 10 to 15%.

13:51And this is not our information. This is data that we have, you know, received and compiled through multiple resources. Multiple shops, listening to thousands and thousands of phone calls. We understand that the industry has a 10 to 15% booking rate. So if you're listening, listening to this right now, your shop more than likely has a 10 to 15% booking rate. Now, our company has been infected with AI for the last 3 years.

14:21Now, the industry is starting to catch up. You see, just like Todd started his, um, you know, Polaroid pictures back in 1986, well, about 5 years ago, the industry started catching up to that, right? Right? 35 years later. So the industry is slowly but surely catching up to things. The problem is they're just literally frozen in time. And so with AI and some of the AI tools that we have available, um, you're gonna be able to see that your booking rate isn't what you think it is.

14:51And so you, yeah, yes, you have to be great on answering the phones because otherwise you are gonna have a 10 to 15% booking rate. You are going to advertise, you are gonna spend money to make your phone ring, but then what's gonna happen is your phone's gonna ring and your people are saying No, even if you think they're saying yes, they're saying yes with a no.

15:09So that is very, very important. And we will teach you exactly how to get that booking rate up. And it literally translates into doubling your revenue. I have to talk about, uh, about JJ Mont in Waldorf, Maryland, absolute superstar. And when we went through the program the first time, and here, look, we're talking about implementation. So JJ jumps on the call. He's been through Key2Key.

15:38Very short time after, JJ says, man, I have to thank you guys. I doubled my revenue, just had a $72,000 week. And my previous week was $35,000. So it's like, wow, JJ, tell us how you did it, man. We're on a call just like this. JJ, come on, man. I'm thinking JJ's about to just unleash all of the stuff we just taught over the weekend.

16:00And JJ stops and he pauses and he says, actually, Glenn, like, I haven't done any of that yet. Uh, I'm still working on implementing the whole concept, but I started saying yes on the phone. Like it was my first day in business and my sales literally doubled. And so that is number one, saying yes on the phone. Now on a take five, how important is a take five?

16:26It is the most important. Because here's what will happen. You will backslide. Okay. Just like Joe says, you can't go to that 2-day deal and then expect to be in shape. Okay. Most people sign up to go to the gym. Gym memberships, all-time record day, January 1st, January 2nd. I'm going to sign up and I'm going to get in shape this year.

16:49New Year's resolution. That's what people say. And they sign up and they go. And I would imagine the gym is freaking packed the first week of January. But what's that gym look like in August? What's that gym look like in November? It's, it's, it's, it's looking, it's looking much different. And so you have to have a take 5. That's like going to the gym every single day, man.

17:10You don't have to go work out for 8 hours a day. You can go work out for 15, 20 minutes a day and you will be in shape. And so training is our gym. You got to get in the gym and you have to do it consistently. So we have a take 5. And our take 5 is teaching the concept. The same thing I'm teaching today, the same thing we're all teaching today, is the same thing we were teaching 3 years ago, 5 years ago.

17:35It's blocking and tackling. The game hasn't changed. Now we've added technology, and I will say this on technology. If you haven't been to AI, you need to come to the AI conference. It's insane. It is insane. It's so much different than it was 3 months ago. Just wanted to chime in. Please come. Yes. If you were at last month's AI training, you got some fire, but I can tell you this, you're behind already.

18:01If you were at last month's AI, you were behind. Here's how I know. Anybody know Michael Floyd? He is a freaking AI stud, okay? His profile picture on my phone is a robot, by the way, okay? That's what it is on my phone. And so every time I saw Michael Floyd this weekend, he's got two laptops hooked up to each other. He's sitting over in the corner and he's just like coding and doing stuff with AI that will absolutely blow your mind.

18:30So if you haven't signed up for it, you have to come through. I mean, it's not an option. You know, they say AI will take your job. AI will not take your job. Not in our world. Okay. But somebody that knows how to use AI will 100% take your job. There is no doubt. They will take your job. And the stuff that we're doing, when I talk about Todd's concept and I talk about, um, you know, the industry trying to catch up with technology and they're just so far behind.

18:58See, the stuff that the industry right now is teaching about AI is one, wrong. I can tell you it's wrong, okay? They're teaching the wrong stuff. Are they teaching some right stuff? Maybe. But most of the stuff that I'm seeing is efficiencies of how to make things faster, of doing the wrong things faster. Okay? I'm seeing things like, um, estimates being built faster when a customer calls in on the phone so you can give them an estimate faster over the phone, which you might think is great because if you've learned it the wrong way, like giving an estimate over the phone is not right.

19:33Now, if you've learned that and you think that that is the way you're supposed to do it, well, now AI can help you do that faster. But guess what? Now you're doing the wrong thing faster. They're teaching you how to, uh, book appointments differently with AI, which says no to the customer for you electronically through AI. You don't have to say no to the customer anymore.

19:53We'll say it for you. We'll do it through AI. Fucked up. Which is just crazy. They will book your schedule for you and they will block out times on your calendar, which is wrong. You can't do it that way. So the industry, a lot of people say things like, the industry selling snake oil and all that stuff. And I, you know what, man, I don't think that.

20:11I believe that the trainers in our industry don't believe they're selling snake oil. They actually think they're selling the right stuff because they don't know either. Okay. And so it's the blind leading the blind. And so you get to come through and you get to learn the real deal. As Dr. Dana says, this is the real deal. And so I can't emphasize that enough, man.

20:33You have to keep coming through. It is fire. We have changed lives. We had a guy this weekend that actually stumbled upon a podcast. He didn't know anybody. He didn't know Todd Westerlund. He didn't know Todd Hayes. He'd never heard of Adams Automotive. He never heard of Charlie. He had never heard of anybody. This is a random guy in the middle of nowhere that said, I stumbled upon your podcast.

20:55And he goes, I was like, whoa, this is different. And he said, I listened to every one of them 3 times. Stud. And I'm like, wow, what a stud. And I'm talking to his wife in the morning and she's like, I'm not in the industry. My husband just asked me to come with him. I'm not in the business. I don't know anything about this stuff.

21:13And she says to me, this is absolutely amazing. We are so fired up. She's like, I absolutely love this. My husband is so excited. And I'm like, how'd you hear about it? She's like, I just stumbled upon you guys. I'm like, you didn't know anybody? She's like, I don't know anybody. We don't know anybody here. We just literally booked the, you know, booked the deal.

21:32We called Todd Westerland and we showed up and he's like, this is going to change my life. And so I, as you can tell, I'm a little bit passionate about this because I just love this. What an amazing story. So anyway, I'll pass it on to you. But man, that's fun. Look, you see, that makes goosebumps. Yeah. I mean, Charlie, you have any thoughts on that?

21:56I have thoughts on it, but I'm curious. You're a guy who actually did it. $20,000 a month before Todd, $12 million a year after Todd, and the biggest— one of the biggest shareholders in $100 million a year company. Do you have any thoughts on implementation, speaking the language, getting in the trenches? Any thoughts, Charlie? Um, I'm obviously— we'll probably have a lot of new people on the call today, and I hope we do.

22:20And I'm gonna say the same thing I always say. I have challenged this concept 'cause when I met Todd, I lived in a different world, right? I lived in a different world. None of this stuff existed. There was no process, no system like this in place. And I challenged it because it was different thinking. The world I came from was 180 degrees opposite from what Todd is teaching.

22:45So it is very hard to adapt sometimes. Now the people that find it and with today with social media, like you said, they saw a podcast or whatever, they already have an understanding. To me it was a little harder and it was very difficult to change the ways I did business. But I always said, like you just mentioned, I run a pretty big company.

23:05I'm a big shareholder from the whole, the total here. I could have been here faster, way faster if I didn't challenge it. So whatever you learn, we are testing, by the way, everything we do, even with AI that we're talking about nowadays, like Michael and Joe in the background, we test these things. So before we tell anyone to do something, it's already been market tested, proven that it's going to work.

23:32So all you guys have to do, take this knowledge that we provide you and just do it. It really is that simple. You don't need to think about anything. You don't need to make anything up. Earlier on, I made this mistake. Todd had the concept and he's teaching me, and I would, what he calls, tinker with it. Oh, how about if I did it this way?

23:52How about if I did it that way? And one day he yelled at me again, as always, and he's like, stop. All you have to do is do this. And really, it's life-changing because all I have to do, I wake up in the morning and make sure I fill up my bullet holes, basically. Step 1, step 2, step 3. And then the result just happens and it makes your life easy.

24:15It makes it predictable. A lot of people nowadays, they wake up in the morning, they go to work, they don't know what their day will look like. They don't know what their week will look like. They don't know by the end of the month if they're gonna make money, if they're gonna have employees in the shop, if they're gonna have angry customers.

24:30Everything we teach you makes your life predictable and that gives you peace. Yes, absolutely. You know, Todd calls it paint by numbers, and you just mentioned that. And, uh, Bay One Bill, if you're on here, shout out, superstar. You know, he was asking Rob, he's like, what does that mean, paint by numbers? And so for those of you that don't know, you know, when you're, when you're a little kid and you're painting, or not painting, but you know, maybe a coloring book or whatever it is, you know, it just got the number there and it's like number 3 is blue.

24:59Like, you just do it that color, like that's the color you do it. And then when you're done, like the picture is what it's supposed to be. And people try to, you know, it says blue here and they're like, well, maybe I'll just do it like green, you know, like I'll do it my way. Like you're saying, Charlie, it's literally paint by numbers.

25:15If we say blue, you just do blue. Like that's just the way it works. And then you will end up executing this concept 100%. There's nothing you can take away from it. Um, it's literally, when I say nothing you can take away, that means there's nothing you can change about it and you have to do it all. See, every step in this concept that we teach, you know, it's very, very predictable.

25:39And so when it's predictable, you know the outcome of it. And so if you try to change it up, well, you're gonna change the outcome of it. And we can tell that, like, we can PMI a store the same way we can PMI a car. Like, we can listen to a call and we can understand exactly what step we missed just by listening to a customer's reaction on a phone call.

26:01Okay? They didn't get a shop tour or they didn't get a, you know, a show sale or they didn't get a MotoVisuals. We can tell that just by listening to a call. And so don't fight it. The, you know, the trial and error, the hard work, the blood, sweat, and tears, it's already been done. Which is why, you know, it took a lot of people a long time to get there because maybe they fought it.

26:27And then you've got people that say, you know what, I'm going all in day one and they'll double their sales over a weekend. I can't tell you how many stories we've had where people have doubled their sales over a weekend. Met a guy, uh, Friday night, Rack Attack. Uh, it was actually his first time coming through Key2Key. Now he's been on these calls and he's been listening to our content and he's been listening to our podcast.

26:52He comes in and he says, man, I just want to thank you. You changed my life. And I'm like, hey, how you doing? I'm Glenn. Nice to meet you. I've changed your life? I don't know who you are, right? He's like, brother Walter, he's a beast. He introduces himself. He's like, I was doing $25,000 a month and I was thinking there's absolutely no way.

27:11Like, he was stressed out. And we hear that same story over and over again. And so He just— now this was on whatever night Rack Attack was, was the, I don't know, the 25th of the month, right? He had already went through 100K. He already— he was already 100K, was still like a week and a half to go. And this was a guy that was doing 25K.

27:30And I'm like, wow, you'll be at 500 before you know it. Jorge was in the class, man. I know he's probably taking notes right now because he's our moderator and he sends out all the nuggets. You know, and Jorge, I remember talking to him a year ago doing $30K, just starting up the shop, man, and they're already at 200 sold this month.

27:50Okay, so just think about that. I mean, we're not trying to give you a tick up of 10% or 20%. And I know a lot of, a lot of companies out there are teaching that. They're saying, hey man, you know, you're putting $10K to the bottom line, man, we can get you to 20 or we can get you to 15. Well, we're saying, hey man, Like you're doing 100K in revenue.

28:11Like here, let us show you how to put 150K to the bottom line. Like that's the real deal. We're gonna teach you how to freaking net more than you gross, okay? That's the real deal. And that is a consistent story across our deal. So, so Take Five. And so just to reiterate everybody, what a Take Five is, it's 15 minutes before you get to the shop or before— I mean, the shop opens, your team gets to the shop and you train on the concept.

28:42You do not talk about the work in progress or what parts you're waiting on receiving or where the technicians are with their hours. You do not talk about that. You talk about blocking and tackling and you pick one topic and you talk about it and then you talk about it again. And then you talk about it for a third day in a row, and then you talk about it so much that your people get like almost annoyed.

29:07It's like, why are we keep continuing to talk about the same thing over and over again? And then slowly you see it just start getting implemented into the business. So let me back up here. There's this guy, Steve Jobs. I don't know if you've ever heard of him. He started a big company and he had this concept called the noise. He said, every day there's 20 things on my plate.

29:26And I have to focus on the 3 things that are really going to move the needle, you know? And so you guys hopefully have a book full of notes that you came home with. And yeah, I just need you to pick 3 things, man. I would recommend pictures. I'd recommend saying yes on the phone, and that's about it. Maybe get it, get some recruiting done, you know, like you need high quality people to execute the concept, you know, and you're going to see very quickly because a bunch of people are going to come back.

29:55They're all pumped up and, you know, you're the owner or you're the manager or— and the people that are working in the shop that weren't in that room, they're going to be like, okay, flavor of the month. You know, an owner just went to the conference. He's all pumped up. Flavor of the month. But this will set— this will pass. And then we can all go back to being comfortable again.

30:15It's like you got to just commit to one thing for a week. We're going to focus on Google reviews for a week. We're going to focus on new customer introduction for a week. It can be very tempting to just like, how am I going to implement every single one of these things? You don't have to implement every single one. You just literally have to get really good at answering the phone.

30:41That's it. You don't have to get super dialed in on overcoming objections for Every time I come in here, you guys try to sell me something and I need to talk to my wife and the price is too high. That is like advanced stuff. You just have to get good at answering the phone. You just have to get good at pictures and videos and you have to train on it relentlessly.

31:03And here's what's going to happen. 2 weeks in, 3 weeks in, you're going to get, you know, you're going to start to get used to it. You might backslide, but you literally just have to keep your foot on the pedal and you're going to find out very quickly who's in on your company. Glenn talks about, you know, you have to give your people an opportunity to turn with you.

31:23You're going to find in— find out who's in, and then you're going to find out who's been doing this for 25 years. You're not going to tell me how to sell auto repair. And then you just literally have to go recruit studs who know how to do it, or call Brian. Call Brian. People who are excited and want to use the concept.

31:43So implementation, I know I'm beating a dead horse, but training, like, you literally just have to actually do it. I cannot teach you, you know, I can teach you the words, but I can't teach you the gene, which is I'm going to just be obsessed with this one thing and I'm going to do it over and over and over again until it's perfect.

32:07Glenn has a great line. He says, amateurs practice until they get it right. Pros practice until they cannot get it wrong and until it is impossible for them to mess up. It's like muscle memory. It's like breathing. And that's it. You have to manage your expectations. You can't go in and expect to just literally double your company and it's going to be running perfectly like Charlie.

32:32Charlie is a product of 15 years of focus. 15 years of podcast every single day. Glenn, 6 years and 28 years total of focus every single day. So I guess I'll get off my soapbox. My recommendation would be to have a take 5, focus on 3 things and just focus, implement every single day for a year. And I promise you, you know, your business won't look the same 3 months, 6 months, 9 months from now.

33:03Yeah. And on, you know, on the pictures and videos part, because, you know, a lot of people listening, um, are probably already taking pictures and maybe even videos, but to understand a little bit deeper into that and what we mean by that is when we ask the question, are you taking pictures and videos, which for the most part, we don't even take pictures anymore, man.

33:24It's like, take a video. It's just so much easier. It just tells, you know, just a way better story. And then, you know, if you have pictures and videos, a lot of times we'll notice that the customer will look at the pictures but not click the video. And so if I just send a video to a customer and it's a high-quality video, see, that's the difference.

33:42We ask everybody now, you know, if we go back several years ago and we ask who's taking pictures, you know, all the hands just didn't go up in the room. And so, you know, now we ask everybody, hey, who is taking pictures or videos? And all the hands go up in the room and then we follow up with the question and it's, hey, well, let me ask you this.

34:01Who's taking the pictures and the videos? Is it your front of the house studs that are selling the repair or is it your technicians? And then all the hands go up. It's the technicians. Well, technicians didn't train and go to school and buy all those tools to take videos and they don't like to do it. And so, you know, the quality of the video, um, is so important.

34:27The better the presentation, the higher the close ratio, right? I was in Atlanta with Rob a few weeks ago and we were doing videos and they were doing videos and then just saying, hey, look, stop and let's do it this way. Let me show you something real quick. Let me show you how I do this video. When I do it, I'm gonna do it with energy.

34:44I'm gonna do it with passion and I am gonna be a hammer doing the video. Okay. You can't just have anybody doing the video. They can't be monotone, right? They— it can't be an introverted person doing your video. It's got to be a, a stud with energy doing your video. And then when you do that video, you've got to make it so good.

35:02The passion has to match the presentation. You can't have a picture or a video of something that the customer— remember, the customer doesn't know anything about their car. And so you can't have a picture of something that you can't even tell what it is Okay. And try and explain the customer, this needs your immediate attention, even though you don't even know what you're looking at.

35:21Okay. So that is a very, very important part of it. And then when it comes to overcoming objections, we are going to teach you how to avoid having objections. That's the key to overcoming objections is to eliminate them as much as possible. And then once you have an objection, if you have an objection, we have a playbook for that. When you have an objection, most people's confidence level goes down and they use the customer's objection as their excuse.

35:48Customer selling the car, button it up, pull it up front. Customer ain't got no money, button it up, pull it up front. They need to talk to their wife. Hey, they're gonna bring it back. Hey, they're gonna park the car for 6 weeks and they're gonna bring it back. Okay, sure they are. You ever heard of parking their car for 6 weeks?

36:02That doesn't happen. They're gonna fix their car tomorrow. They can't look you in the eye and tell you, I don't like you, I don't trust you, because people are just nice in general, and they're not confrontational. And so they're gonna go and they're gonna get their car fixed somewhere else tomorrow. They are saying to you— you have to translate in your brain— I'm gonna go park it for 6 weeks.

36:21Translation is, I don't like you, I don't trust you, you don't have enough information for me to overcome this objection. I am going to take my car to another shop tomorrow before 9 AM, and I will have this vehicle fixed because I don't put my babies in broke cars. That's how it works. But our industry gets it backwards, okay? They look at the customer's objection as the excuse, and then they just disqualify the customer and say, that's not our customer.

36:47Very, very important. You talk about the same thing every day. Everybody has the capability of being nice. When the customer walks through the door, you say, thank you so much for coming in today. We appreciate you more than you know. You better have your shop cleaned up. Because if your shop is dirty, that is a turnoff to a customer. They do not want to do business with a dirty shop.

37:08You have to clean up your shop. You can do that day one. You can be nice day one, and then you can tell the customer about your company. It's your first day in business. You just opened the doors and now my first customer just walked through the door. Do you treat that customer like it's the first day you open your business? And if you don't, you have to re— you have to, you have to make an adjustment there.

37:31And you say, thank you, let me tell you a little bit about us. And then you learn about them and you get information from them and it will set you up to reduce your objections. So very, very important part. For more information, reach out to Todd Westerland at 925-980-8012 or visit autoshopanswers.com. Get more information about key-to-key to callbacks, Courtside VIP Racquetech Day, where you spend a full day in the trenches with our teams.

38:03We have leadership classes and AI Academy, Accounting First, fraud and prevention, as well as auto tech training. We are literally your one-stop shop. Please don't hesitate. Reach out to Todd Westerland, 925-980-8012. One of the things obviously we talk a lot about people. There's two things we need to be successful, right? We need a system. Which will have the concept ready, and then we need great people.

38:31But a lot of times I feel like maybe the transition of that message may come out wrong because a lot of people I talk to after, they're like, oh my God, I need to go fire all my people. And I'm like, that is not what we taught because there is something that needs to take place before we get there, right? So we need to make sure as leaders that we learned the concept excellent, and we need to make sure that we train our people.

39:00So we have to do that first because you may have great people in your company that are not trained well enough. And now you come, let's say, and you meet Glenn, you meet Joe, you meet Mike Quinn, you meet Hammerpano, and you're like, oh my God, my people are not like that. But you have to remember, none of us was like that.

39:19See, we improved over time. I mean, we're still— you need to have ethics and be a good person, right? I can't fix that. But to be a superstar in the business, you need to train your people. So the reason I'm saying it, I don't want people going back and start fighting the people. It's like, man, we may have good people existing in our company today that we can work with.

39:42So learn the system, work on the system, and then if you train them and they cannot do it, or if they don't buy in and they give you pushback, they don't want to do it, then you can go ahead and replace them, but you may not even need to do that. So you really need nothing in your business today. You have a shop, go ahead, pick up a broom like you said, clean it up nicely and start implementing some of these systems that Joe was talking about.

40:06And then you'll see where you're really standing. Okay. Dude, you just need smart people who, man, they got snap. They want to do something with their life. And they are ready to just bust their tail and get to work. Nobody is in this training, none of us are up here telling you that it's gonna, like, that you don't have to work. You gotta work a lot.

40:30I mean, I work a lot. Glenn works a lot. Charlie works constantly. Todd doesn't know how to not work. Mike Quinn, literally, what'd he say, 19 days in a row. We work a lot. However, It ain't work. It's the most fun and thrilling experience and ride of a lifetime. It is. It is. If you can fall in love with your business again, it is so, so, so fun.

40:57And you just need to find people who are smart and they're into it. They're, they're along for the ride. And man, you give them the playbook and just watch them. Watch A-players. They change your life. They will change your business. So with that, without further ado, that is our program. Anybody got anything else before we get ready for Take 5? Month end.

41:14I'm pumped up. Up, man. I'm pumped up, Charlie. Yeah, me too. I'm about to log out, baby. Let's go, let's go, let's go, let's go, let's go! Have a killer day, everybody. So much from True Automotive. Let's go! We will see you guys on Monday. Congrats in advance, record months. Boom! Later, players!