Engage, Educate, Reward: How Today's Class Is Changing Auto Repair Training [THA 498]

0:01This is the Automotive Repair Podcast Network. Hello peoples, it's Carm Capriato with another one of those listen to learn just one thing moments here on the podcast. And then when you get that one thing written down or stored somewhere in the gray cells that you're actually gonna implement it. Today we're gonna talk about gamification. Now we've done gamification episodes a while back, maybe a completely different vein, but The best way to talk about gamification is with my 2 guests.

0:34Can't wait to introduce them to you. Thank you so much to NapaTrax, today's Glass Kukui, and Pit Crew Loyalty for today's partnership. Hey, for over 30 years, NapaTrax has made selecting the right shop management system easy by offering the best, most comprehensive SMS in the industry. We'll prove to you that Trax is the single best shop management system in the business. Find NAPA Trax on the web at napatrax.com.

1:04Hey, how well does your team know their stuff? Test their automotive skills with the Today's Class basic, advanced, or service advisor quizzes. It's a quick, effective way to spot gaps and grow stronger teams. Take the quizzes now at todaysclass.com/tcquiz. Shop owners, stop juggling multiple marketing tools. Kukui's integrated platform? They deliver 4 times better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with Kukui.

1:36That's kukui.com. 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. On the web at pitcrewloyalty.com. Hey, welcome back everybody. You know, we're gonna just remind you again about this really cool app that we have, arpn.app. It is for your smartphone. It's the Ultimate Professional Repair Podcast playlist.

2:11You can save things, you could share, you can download if you're not near Wi-Fi, you're on an airplane, you wanna listen to our stuff. And guess what? Version 2's coming out soon. I'm having so much fun helping create that. Oof. It's gonna have more stuff on it than you could ever, ever imagine. Is we're gonna actually put a, a little stick of dynamite in your hands.

2:32Let me welcome my 2 guests. Wow. These are 2 really great people and friends in the industry. David Boyes, president of Today's Class. Hello, David. Hello. Glad to be back. Good to see you. And Brad Uptograph, owner of Dave's Ultimate Automotive. Thank you for having me, Carmo. I'm happy to be here. We're talking Austin, Texas. We're talking 7 locations plus an ADAS calibration store, huh?

3:02That's right. Damn. What do you do to stay busy? Go to work. Pretty much. That's about it. Definitely calibration and the ADAS world is certainly new to me, but it has been a pleasure to, uh, learn more about this industry as we go. And, and I feel like I've really wrapped my head around it quite a bit now. So it's been fun.

3:23Let's take a side trip here, David, uh, if you don't mind, and ask Brad, were you one of the first in your area? What motivated you to wanna do this? So I was actually sadly one of the last in my area. Um, I watched the first few years of kind of the Wild West of calibration services, uh, happening at where, you know, companies were coming up, they were charging whatever they wanted to.

3:44They didn't have a process for how the customer, being body shops in most cases, get proper documentation they can turn over to insurance companies. And so in kind of learning and watching, we realized that there was definitely an avenue for a full-service type of calibration facility that not only did mobile service, which is something that a lot of body shops want when they have the ability to, uh, provide that right type of space to handle it, but, uh, having a, a facility, a static facility that enables you to control the environment perfectly for the types of calibrations that aren't real easy to do.

4:18And gives you some space for diagnosing the times when a calibration doesn't work correctly, right? Instead of being right in front of the customer through all that. So, so you have mobile as an option too? Oh yeah. Yes, sir. Damn. How cool is that? Big move. First move, mobile and static. God bless you, man. Thank you. We're here to talk about gamification and we're here to talk about the value and the power that today's class gives your specialists, your technicians in the hand as service advisors, the ability to constantly and perpetually this continuous education thing that I talk about all the time.

4:55But the fun part of it, when I talk to David and Brad and so many other people in the house, is, hey, we have— that would be one of the prizes up for grabs. Talk to me about that. So a little bit of background. Our company has been a corporate sponsor for a nonprofit cancer-fighting organization that's local here for years. And so Our technicians and some of our service advisors along the way have always participated if they've been golfers, but I realized there's a huge part of my employee community that doesn't golf and really seemed interested but didn't know how to get in.

5:29And so to me, this was kind of a good opportunity to kind of spread the net out a little bit further and give some folks an opportunity to kind of learn golf in a fun setting that doesn't come with a whole lot of, I guess, pressure, I guess, for lack of a better term. So the award is for the team, your employees, to golf with you, right?

5:50The team member that wins or, you know, essentially puts their points that they've earned towards the raffle prize for this, uh, gets the win. You may have just broken the code, David. I mean, he's telling me the points go toward a raffle. So, so if I earn 100 points, I get 100 chances in a raffle for the prize. Or if I'm the point leader, do I get the prize of the month?

6:14For example, how does that work? So that can vary based on the way a company wants to handle it. So Brad's describing the raffle option, and that works like a traditional raffle. You earn points as you trade, and then we can set up a raffle based on the way the customer needs it. So you can make raffle tickets worth 1 point. It could be worth 5,000 points.

6:35It really depends on the prize. So we'll work with customers to find that sweet spot. It's always a bit of an art rather than a science to find out, okay, we want to make this challenging but attainable. We want to understand what this prize is. So if it's a very, very expensive prize, like one that some groups will leverage is time off, you know, we don't want to make that, you know, very, very attainable, or at least you got to earn your way to get there.

7:00So it's pretty flexible, but the way it would work, let's say that Golfing with Brad A raffle ticket costs 50 points. The raffle gets scheduled. It'll run at a particular time. The 3 of us can train, we can spend our points on raffle tickets, and then maybe on August 5th at, you know, 1 Central, that raffle will run. The system will randomly select one of those tickets.

7:20And Carm, if you're the lucky guy, you know, you walk away with an opportunity to play golf with Brad. I just gotta fly to Austin. I am intrigued, very intrigued by this because I think what you opened up is the creativity behind this. Say for example, and I don't know the exact point values, but say I had 350 points in the karma count under today's class.

7:46Can every different gamification award be assigned different point levels? To your point, you said, well, $50 can get you one raffle ticket. Is it like that all the time? Is it changing? I guess what I want to impress upon the audience is that you're the creative holder of how you want this to work, right? Yeah, there are some limits, but it's generally pretty flexible.

8:09So we've got a few different ways to do it. So raffle is the most commonly used option because it offers a little bit of chance. You know, we need to be aware of people that have, let's say, been training in today's class for a year and have a huge bankroll of points versus somebody that started a month ago. So do, do we want to consider that in terms of what is quote, fair.

8:31So the raffle option includes a little bit of that, that opportunity for everybody. There is an auction functionality as well, which gets a little more cutthroat where maybe you have a little steeper of a prize and, you know, you're all kind of putting your points towards it and it can get a little feisty. There are some groups that have backed off of that a bit.

8:53I guess one of the takeaways for anybody listening is that These are great tools to augment the environment. We always need to be thinking about the unintended consequences of this. So for example, with the auctions, we have had situations where somebody really got their heart broken because they didn't get the prize. And, you know, they were a little bummed and it took a little time to kind of reengage.

9:17And then the last flavor that we have is more of a shop. So whether it's swag or tools, or again, it might be a half day off. You know, shops can say, look, we wanna make this prize cost 1,000 points. We know it's gonna take a month for somebody to earn that many points, and if they train for a month, great. I'm happy to have them redeem those points, you know, for this particular item.

9:41So it's pretty flexible both in terms of the models and then also timing. You know, Brad's team is pretty good. They're way out ahead kind of scheduling these things over time. We have other groups that maybe do it sporadically. It's really just what best fits your team. I love the idea of the scheduling, Brad. I've got a kind of a short story, if you don't mind, to share that works well with that.

10:02One of the gifts or prizes that we put out for auction in the golf theme was some of my old golf clubs as I retired them. And I had a particular service advisor that wanted my old driver so bad, and he unfortunately didn't have as many points as some of his team members in the shop, but What happened is the team members realized just how bad he wanted it and everybody bid for that and essentially locked the auction out to where somebody at that location was going to win.

10:31And they made sure that it went to the service advisor that didn't actually win the prize. He actually was just, was gifted it by a technician out there. What a relationship builder, right? I mean, like, that's the kind of stuff you can't make up. No, I'm sorry. I got goosebumps to hear a story like that. That's the power of what today's class gamification can be.

10:50Wow. It's the power of relationships. It's like we want this guy to get it. And so we're going to create a brick wall and make sure nobody can get through it. I love it. Okay. So it's a raffle auction or shop. You're planning what, a year ahead, Brad, or 6 months ahead? Normally a couple months, you know. We're trying to stay connected to prizes that meet the current needs out there.

11:19And while we do get into some of the fun things, you know, right now we're in Texas and it's summer and everybody's feeling that heat for about, I don't know, 7 months out of the year where they're having to mitigate that. And so one of the prizes we decided to start, you know, being sensitive to was that fact. And then started putting those little cooling neck fans that, you know, technicians seem to really enjoy that don't get in their way and, and help provide some relief to that.

11:45We use those in summertime. In the wintertime, we'll probably switch to things that are more heating related and things like that. So, um, trying to make sure that we're keeping a cadence to the prizes that are kind of specific to the time and the environment that we're in at that time. Are you encouraging your people to toss ideas up to you? I was surprised to not hear as many.

12:06What's funny is that we have an annual Christmas party and I hear more from the spouses at that Christmas party about things that they would suggest for today's class raffles or auctions moving forward. So those were actually where some of the cool ideas came from. I don't mean to make assumptions here, you know, about anybody, but the one thing that we have seen, there's been a few groups that seem to have prizes that are maybe more spouse or family related.

12:32You know, we've seen a lot of things, and again, I wanna be careful on my assumptions here, but like mani-pedi gift cards and stuff like that. We've got one shop where one of their close friends runs a salon like that. And that has been one of the hottest tickets. And again, I don't know who's using it, but that's a little different than let's say you're winning a scan tool or some other prize that might kind of lean in a different direction.

12:55So here's where my curiosity, David, is when you say the prize can be more for the spouse and the mani-pedi idea, and I have So would this be a raffle, an auction, or a shop? The mani pedi thing. Could be whatever you want. Again, it goes back to what the shop is looking for. So we try to, we recognize that, that most shop owners working with today's class, they may or may not be gamification or engagement experts.

13:26So they tend to come with us with an idea like, hey, I would like to do something. I have a sense of what I would like to do, or I've got something available. And then we'll just share some ideas again. We'll, we'll tell stories like the, this auction story that Brad just shared and say, okay, here's how it can go. Here's when it works really well.

13:45Here's some other things you might want to consider. Here's other prizes that people have done. Our key focus is that we want it to be something that's relevant for the team that's going to drive behavior. We want to discourage shops from feeling like they have to pay pay to play essentially and bribe their team. So having it support their vision and have some fun with it.

14:09So again, we really just try to paint that picture, give them the options that are there. And, you know, normally it's a little bit of back and forth and we say, all right, let's try this. And then we'll revise it over time. I hear you and I understand. And when I think about a mani and a pedi and a single individual who doesn't have a girlfriend or a spouse that would want the mani and the pedi, then hold your thinking.

14:32They're not playing this month. They should be playing and doing today's class each and every day and working their butt off to improve their education. And tell me if I'm right or wrong, that a gift like that, or a gift card for the local theme park or for the movies, because we know there's a really big new movie coming out and we, we want to put up some movie passes for our people.

14:56It seems like to carry, to garner the attention of the whole group, the shop piece, meaning I'm gonna put up some raffle tickets, a $200 entry to a theme park for $50 or $50 off somewhere, and they put so many points in it. Is the shop thing more open to participation than an auction or a raffle? One of the things that we recognized was exactly that the prize isn't necessarily attractive to everybody in the group.

15:29Right. And so we decided that it was important to make sure that we have kind of a range of prizes or auction items are available at any given time. That way it's not just a singular focus. Okay. So you landed and answered my question nice and easy. I love the whole idea of, Brad, did you ever go to your people and say, hey, what are your significant others interested in?

15:50Yeah, that was actually one of them. And the date night idea was actually a big deal. You know, we have a couple of these, you know, movie houses that also offer dinner, you know, solutions and stuff with them. And so that's a great one-stop shop to get, kind of get a really fun experience for, you know, for a couple. And that's actually been a really hot item too.

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17:02Yes, a learning management system tailored to each role in your company. Simply put, Trax was designed and built for shop owners just like you. Visit us on the web at Napa Trax. That's N-A-P-A tracs.com. Hey, want to test your team's knowledge? Well, today's class quizzes show how much your techs and advisors really know, so you can train smarter and build a stronger, more efficient team.

17:29Whether it's the basic quiz, perfect for all techs to test their foundational knowledge, the advanced quiz built for experienced technicians ready to dive into complex topics, or the service advisor quiz focused on communication and customer service. Now, each one gives your team a clearer view of what they know and where they can grow. Take the quizzes now at todaysclass.com/tcquiz. Shop owners, we know you are overwhelmed with a flood of missed calls, empty bays, and disconnected marketing tools.

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18:32Get industry-leading customer support and book a demo with Kukui. That's kukui.com. You know, most shop owners feel trapped spending on ads while half their first-time customers never come back. It's frustrating. It's exhausting. And it's not your fault. The industry average is 54% one-and-dones. We understand how discouraging that can be. Well, Pit Crew Loyalty changes the story. Our clients cut that rate by up to 38%, raising lifetime value by more than 50%.

19:03Loyalty members visit nearly 3 times more often, creating predictable revenue without extra ad spend. Pit Crew Loyalty, where customers stay and shops thrive. On the web at pitcrewloyalty.com. So you're obviously looking to boost the performance of your people and to bring some fun into it in the gamification. Brad, your people, and David, from all your experience with today's class, when your people are in the trenches and working on this, And forget about the gamification piece.

19:38What's going on in the competitive educational edge amongst people? What's the discussion, Brad, about my today's question and the fact that, uh, I've taken a look at the page, we can go to the leaderboard, the leaderboards, look at them and see what's going on and find out where my areas of expertise is and what do I need to work on. Is that way more important than gamification right now?

20:04I'll answer first. I think it's actually as important, if not a little bit more, because I think that the whole purpose of this training app is simply just to create the consistency and engagement and the culture around training on a daily basis, right? The gamification, I think, is really just the engagement tool that helps keep the focus where it needs to be and making sure that that's accountable.

20:31On a, you know, routine basis. David, do you see more gamification, more participation, more satisfaction in the app? Yeah, I would say if groups leverage it in some way, whether it's just the straight competition or the rewards component, yeah, that tends to be a factor. 'Cause to Brad's point, it becomes part of the conversation. It becomes a way to measure engagement, a little bit of you know, spirited competition or at least some awareness.

21:00We're finding more and more shops also that are using the points as a way to just be a very simple barometer of participation. So the way that it works is each month your tally essentially resets. You still continue to accrue a balance for rewards and stuff like that, but on August 1st, everybody resets to zero and they start building back up. We're finding more and more shops that while we provide a ton of reporting options, if you want to look at timestamps of logins or minutes that people spent in, some of that is a little much for somebody that's very busy and running a shop.

21:37But points, you could say, look, the target here for the month is everybody, if they're doing a good job, if they're doing this pretty regularly, we expect them to earn, let's say, 1,100 points for the month. If everybody's meeting that, great. Maybe we layer in something in addition to that if we all meet that target as a team. On the other hand, maybe we've got somebody that's dragging things down a bit, and maybe that slows us down from meeting our team target.

22:03Maybe that slows down our team average against other stores. But again, it's something that cuts through some of the noise and really focuses on a very simple way to say, are you engaged or are you not? David, I want you to listen to Brad's answer to my next question. Okay, Brad, this was one of David's topics, but I want to give it to Brad.

22:25It's starting about the why. When you decided to bring on today's class, how did you explain to them that it was going to bring value to not only their life, their career, and the business? What was your why? Okay, that was a fun pitch actually. So We have the history of what I'm gonna consider failed training exercises to lean on, right? And so those were the 4-hour sessions that you would try to send your technicians to after they've just worked a 10-hour day in the heat and half of 'em are falling asleep in class.

22:57Half of 'em are there cuz you told 'em to be because they're not really engaged and interested and maybe pick up a nugget or two of information along the way. You spend money on these classes, you know, And the return on investment is really hard to measure in that way. So for me, my selling point to the team was, look, I can do away with all of this extracurricular outside training if we can invest in this wholly.

23:22And I'm going to obviously reward you for, you know, the continued participation in it through these prizes that we'll offer. But I want you to understand that how important continuous training is to me as a business owner, how it is to our team, and the benefit of the impact of it. So for our general service employees that don't have ASE certifications or the experience to match yet, it has given us a pathway to being able to essentially tell or show our employees and our technicians how we're going to get them to certifications, which earn them extra compensation.

23:59And eventually flag roles in the company where they're on an hourly basis as well. So for the young guys, it's a growth process that you're able to instrument and show in a way that, you know, wasn't available previously. For the technicians that have been doing this for a long time and are, you know, at master level, they're very aware that technology in the vehicles is changing and to send a technician to a very specific class to focus on one particular area versus having a daily light level of immersion into that on a daily basis, it was an easy sell for the technicians in those cases because they saw that as a much better use of

24:36their time and something that still gets them to their end result goals that they have. Great answer, David. I like that. So now my follow-up for you, Brad, is how long after the implementation did you decide that we were going to have some extra fun with gamification? Was it a year? I don't know that it took a whole year because we started seeing a little bit of the stagnation in the interest of the prizes because they were just somewhat generic.

25:05I was using, you know, the, our local vendors. NAPA's obviously a great partner for us and they do a lot for, you know, helping out in these types of events when all we gotta do is essentially ask them for what we're looking for and they can provide. But a lot of other vendors out there are certainly trying to, you be in our good graces and will absolutely, you know, commit to, you know, even if it's a monthly prize that they can, you know, put onto their books that, you know, we know that we're going to be able to have to be able to use as well.

25:33That was, you know, kind of how the nature of it started. And we realized that, you know, at some point everybody's got a set of screwdrivers and a magnetic tray and things like that. And it just became less interesting. And so there was a measurable I don't want to say commitment drop-off, but it was just that we wound up having to reinforce the use of the program a little bit more at the beginning as that prize stagnation kind of started.

25:57So part of the reinvigoration was obviously trying to figure out some outside-the-box thinking there. Is it now solidly in your culture? Very much so. I would say that, you know, we're still people. And so the circumstances that any one particular shop or group of folks would deal with, you know, can obviously have its own effect on, you know, extracurricular things like training and things like that.

26:19But if you've got the administrative side of it on track, you know, your store managers focused on making sure that, that, that accountability is done daily, whether they're doing, you know, daily huddles with their group and just reminding them at that time, hey, you know, we've got a few folks that haven't finished their training yet. Let's do it then. It needs to be kind of part of the system and the culture of the daily operation.

26:41What I heard him say, David, was don't ignore it. Don't take your foot off the gas at all. And I think what helps you keep it top of mind is, again, having a clear answer on the why. You know, if the why is just, well, we think this is fun to do, well, then it's easy to fall down the list pretty, pretty quickly.

26:59As Brad described there, you know, it's part of developing the junior staff and a tool to help them get to where they want to be. For the more experienced technicians, it's a way to stay sharp. You know, for the entire group, it's a way to kind of find that balance in terms of the extracurricular training. You know, you can pick and choose maybe a little more targeted fashion when you will go to those evening classes.

27:19You know, everybody's going to slip up, you know, with a habitual type training platform like this. It does take work to get into that rhythm. Now, if I start slacking, then Brad can say to me, well, hey Dave, here's why we're doing this. You know, if you are looking to get a raise, The step to do that is to earn that ASE.

27:38The step to get that ASE is to do this regularly. So the why can be pretty crisp there. Groups that don't have that nailed down, they, they tend to struggle a little more. So that's something that when we connect with shops early on, we want to get them thinking about that, understand what their goals are. There's a lot of ways where we can flex, whether it's the training or the reporting.

28:00I know they have goals. You know, we can aim this towards where they want to go and see if we can support them. You know, what I just heard you say is the word flexibility. So is today's class allow the shop owner to pick some of these choices in the way it works? Yeah. So one option would be at the user level, you need to push your team in, into different areas.

28:24The rewards or would, or prizes would be another area. Reporting is another. Again, we have some groups that are very focused on whether it's time or progression or points where they say, look, This is the number that we need weekly or monthly to tie in to how we're going to spiff our team, for example. So yeah, we've got a lot of flexibility there.

28:47We just essentially need to know, you know, where they're headed and we'll do what we can to align. Well, put your creative hat on, Brad. Multi-stores, any kind of recognition at the end of the month that comes from you or your general manager? To talk about? I mean, are you publishing today's class stats? Are you saying this store reached a landmark thing?

29:11How does that work? So when you talked about unintended consequences earlier, that was actually something that showed up when I was loudly promoting the monthly winner. And so there was a consistency behind who wasn't the monthly winner, and there started being a negative effect to that. So the nice thing about David's program is, the data is very easy to access. And, you know, when you're looking at it from, as a technician in a particular location, you can not only see your team performance and, and how you line up in that organization, but your team as a whole has a score that can be shared comparatively to other locations as well.

29:51So while it's still a, has an internal kind of feel to it where there's an internal level of competition, The thing that seems to be the biggest driver for the groups that are most active in it is the wanting to be the number one shop in the group side of it. And the nice thing is the scorecard really is there for you.

30:10They, we don't have to promote it. It's there on their app and they're able to see without, you know, having to go through a whole lot of, you know, challenge exactly where they line up. And if they're falling behind, there's definitely a motivation to get back to number one. Is it a personal motivation? Is it a manager? I would say the managers are probably the leader in it, but I would say the tenured employees at a location have also adopted that kind of culture and behavior behind them too, where they absolutely want to be the top shot.

30:36They want to own it. Yeah. Yeah. Get outta my way. We're gonna beat you. Exactly. You obviously don't want that level of competition, but I think friendly competition is fun. Yeah, again, I think it's about how you position it, tying it back to what your objectives are. So if one of your objectives is to promote a team culture and have some of that interaction, you know, there might be groups where the very competitive slant to that might be good.

31:05There might be others where that's, you know, not so good. So again, trying to find that balance is really important. So I would not want to suggest it's a cookie cutter type approach. Again, there's different flexibility, different goals. You know, every shop's going to have its own culture. I think where we thrive is if we can either augment what's there or fall in line with how a shop wants to run its team.

31:28David, you've been on before and you're always so kind to not only you but other people to talk about their experiences with today's class. What's new? Any new software, any new programs that you could tell us about? Yeah, so we've got a number of things rolled out. We've rolled out some new content areas. Jim Kokonas just led the release of a new updated meters topic.

31:49We're pushing out a new update regarding EVs and hybrids that is gonna be a lighter touch. We haven't had a ton of that kind of content, so that's gonna be the first wave along those lines. We have also recently had some organizational changes that are gonna allow us to provide more content to support managers and service advisors, you know, be it leadership, financials, and so forth.

32:13So we're excited to start rolling that out. Later this fall. And then Brad, we'll have a long-awaited, uh, user interface update, probably December or maybe January of this year. It's gonna make the environment look a little sleeker. There's gonna be, from the user perspective for managers, kind of a quick view to your team. So we're excited about some of these changes that are coming out.

32:32Fantastic. So cool. Brad, if you had to do it again, would you change anything on gamification? I think I would probably just have started out with a little bit more of creativity. You know, I didn't realize just how, I'm gonna use that word flexible, this program really is. And David works so well specific to your needs. I think we recently sent him over what we call the Dave's Playbook, and it's kind of a Service Advisor 101 of everything I did when I was writing service, the why behind it, everything, right?

33:02It's just kind of the, if you, you know, peek inside Brad's brain, but I wanted to have that as the structure. And they're already incorporating that kind of content into WorkBack for us so we can create service advisor assessments, you know, and just to try to figure out who's got all the aspects of the playbook and who needs training from there with, from within.

33:20So just the versatility that this company provides is just incredible. And it's an immediate, you know, type of interface, you know, where you're not having to wait, you know, a week to get a, you know, reply back from, you know, your account representative. It's, it's almost on demand, like immediate. And I know David's certainly, it's amazing that, you know, imagine he, you know, even works with other shops because of how responsive he is with us.

33:42So I can't think of one thing that I would honestly change, to be honest with you. Wow. High fives to you, David. No, I appreciate that. Thank you. Good stuff going on, guys. I appreciate this. The summary in my mind of gamification, it's up to you. There's so many great things from What did he say? Raffles, auctions, shopping stuff, competition, recognition. So if you have today's class and you have not done this, use this episode to sit with your team and say, hey, what could we, shoulda do?

34:15Could we, shoulda do? Hmm. Let me see. I'll look that up. And if not, get today's class and start and use the wisdom from Brad not to wait too long before it becomes even more fun than it currently is. So final word, David. Yeah, honestly, what that makes me think of, we've got essentially like a social media function within the app that this discussion is almost maybe what I put together our most unique prizes that are out there to trigger some ideas.

34:41There are some clever concepts that are out there. Again, I think having some creativity and again, we're happy to work with customers, share ideas. Again, that's where we think there's a lot of power. 2 heads are better than one. Maybe you hear an idea and you've got your own little riff on it. But we can share those takes. But again, it leading into what your culture, what your objectives are is really the key.

35:04And in our experience, there's a lot of ways to, to support that, you know, and Brad and his team are, are a testament of that. Thank you, David. Brad, I'm gonna give you the last word, but first thank Napatrax, today's class, Kukui, and Pit Crew Loyalty for bringing you this episode today. Brad, last words. All right. Well, while I've been, uh, trying to completely focus on this podcast, the back of my mind since you started talking about nail salons and things like that has already about other things I need to do.

35:30So it is absolutely triggering more thoughts for, uh, just being experimental and curious in how to continue the engagement that we've currently got. This is the fun part for me. And so this is actually where I get to really kind of watch the rewards happen. You know, the effort that everybody's putting in gets to really show up in their acceleration of the program, their, you know, and how they get to benefit from seeing, you know, really cool things come from it.

35:58So I'll add to that real quick. I mean, we started this conversation with Golf Day with Brad. Maybe we'll, in another month, we'll see Spa Day with Brad. So who knows? Might need to switch that up. I'm not sure I want to play in there. Get Pedis with Brad. Yeah, I like that actually. Sounds good. Oh, thank you, David, for taking us to great places here.

36:22Thank you guys for being here. Appreciate it. I've enjoyed it. Thank you guys. Thanks guys. Thanks for being on board to listen and learn from the premier automotive repair business podcast, Remarkable Results Radio. Get your episodic education on the ARPN listening app at automotiverepairpodcastnetwork.com. Also enjoy the podcast on our Carm Capriato YouTube channel. Carm is all for advancing the professional automotive service industry.

36:48Until next time.