Why ADAS Calibrations Are Being Ignored in Auto Repair Shops [THA 484]

0:00This is the Automotive Repair Podcast Network. Hey everybody, Carm Capriato. Hello, Remarkable Results Radio and Another Town Hall Academy. We are in Tarrytown. I always say that wrong. Is it Terrytown or Tarrytown? Any idea? What are we, about 20 miles north of New York? We had dinner in the Bronx last night. Bronx, the Bronx. G Trulia is putting together his 23rd annual TST.

0:29We've always just loved being here. So thank you to G. Look at, don't forget, we have our beautiful Automotive Repair Podcast Network app. You can get it on the App Store. It's for your smartphone. All the programs that we produce each and every week, uh, Matt Fonzlow, Chris Cotton, Hunt Demarest, uh, Kim and Brian Walker, Craig O'Neill, and me are all on there.

0:54You can watch a video and everything. We're here each and every week to, uh, move the industry forward and to bring all kinds of great content and thought to you. And thank you so much to our wonderful, great sponsors. Hey, did you know that Napa Trax has on-site training plus 6 days a week support? It all starts when a local representative meets with you to learn about your business and how you run it.

1:21After all, it's your shop, so it's your choice. Let us prove to you that TRACS is the single best shop management system in the business. Find NAPA TRACS on the web at napatracs.com. Hey, 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.

1:48Take the quizzes now. At today'sclass.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. That's K-U-K-U-I.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 turn visits into lasting, reliable revenue.

2:24On the web at pitcrewloyalty.com. Hey, welcome back. I have the Perkins here with me. Used to be my favorite restaurant until you came around. Every time I say Perkins, it's those pancakes that you learned how to make, Carm. I loved their pancakes. So I figured out how to make a really great, great buttermilk pancake recipe. People come from miles to my house to eat pancakes.

2:49We haven't traveled the distance, made the trek to— Yeah, you may have to come to my house and have. And then now I'm experimenting with pumpkin pancakes. But anyway, that's another story for a different day and time. Keith and Liz Perkins, so glad to have you here from L1 Training, L1 Diagnostics, and Level 1 Automotive, your brick-and-mortar place. And you're here teaching today.

3:10Yeah, yeah, yeah. What are you talking about? CAN networks. Boy, how exciting. I think, I don't know, there's maybe 300 or 400, be it shop owners, service advisors, and specialists in the audience, and I think they're going to have a blast. Oh, by the way, just as another side note, and I think the industry is going to hear a lot about it, Tracy's doing the keynote today.

3:31No pressure, my dear. Did you see that instant sweat that just happened? Oh my God, I know. There's a ton of things that we know we can talk about here, but when it comes to CAN bus, how often are you being asked to give this and are you getting through? Yeah, so just like all the classes— listen, I talk about this a lot— it goes in cycles.

3:56So now I've taught this class like, what, 4 or 5 times this year now at different events and whatever. And since Jan? Yeah, I think so. Wow. It's been the circuit. It gets on the circuit. So the The first year I released the Key-in-a-Mobilizer came back. It came in the first year I released it big. Every event wanted me to come do, or that, you know, that I was asked to do.

4:16I gave them the list of classes. Key-in-a-Mobilizer was big. They're like, oh, it's new. We don't have that. No one has that. Because the locksmith world keeps everything really tight to the chest. We're a lot of tribal knowledge, all that. I taught it and then it like took a 1-year hiatus. It felt like it felt like it really longer. Yeah, maybe a year or 2 hiatus.

4:33And then now it's back. Yeah. So it's been Key-in-a-Mobilizer and CAN this last, this This is the cycle. 2026 fiscal, you know, and the last rolling 18 months really. Is it important to almost put that in abeyance because you want to refresh it? And the other question on that is it's probably not bad to go to a CAN bus class every couple of years.

4:56Yeah. Well, we're going to do two today. Yeah. Mr. Zanders is going to do one today. He's going to do one very hyper-focused on General Motors Global A and B architecture, which GM calls VIP now., and Ken talks about it, and then he's going to do a little 1-hour stint that's hyper-focused on that. And then I'm doing a more generalized C.A.N. class.

5:16I've seen this presentation, so we're good. There's no overlap. Oh, it made me nervous when they asked. They were like, hey, do you want to follow Ken Sanders and do a C.A.N. class after him? I said, absolutely not. I love Ken. He's such a humble, cool guy, just like you are. And that's why when they asked, I said, no, I do not want to do that.

5:31I don't want to go after Ken and do the same stuff. So we're at dinner last night, and I go up to him and I said, You know what? It's really tough getting you to do a virtual with me. So tomorrow you're gonna sit in the studio. Yep. And he goes, okay, Carl, I'll do that. So I'm interviewing 3 trainers today and I'm happy to do that because I think it's important that our industry realizes that the continuing educational drive that I have, being a perpetual student, is probably more important than ever.

6:01And unfortunately, you know this, Liz, you know this, the same people show up in the class all the time. Yeah. Why? God, I would hope that there's a lot of shop owners listening right now to what I'm about to say, that if you're not regularly sending people to quality training, you are going to go out of business. And I love it because I'll buy all your stuff at a tenth on the dollar on your liquidation sale, which I do every year.

6:25It's awesome. I've got a lot of equipment. It's like an estate sale. It is. I love it. I've got a fantastic transmission rebuild table that I paid like $75 for, but it's a $600 table. I get it. At least, yeah. No, I mean, training is the key. It is truly the key. We see it all the time. You know, everyone says, "Hey, they're the same people," all this stuff.

6:47But what are you doing in your neighborhood? Are you reaching out to other shop owners? Are you reaching out to other technicians? Are you bridging that gap and inviting them? You know, we are on the board of an educational school, And what we do is we go into this board meeting and they're talking about this, that, and the other. And then we go, oh yeah, so we're going to be at Vision, you know, next week.

7:09And we're going to— and then after that, we're going to be in New York and we're going to be teaching for a private event. And then we're going to go and teach at TST. And all of these things are like, they're just like moving their head around like, what are you talking about? Right. And we're like, what do you mean, what are we talking about?

7:24Yeah. How do you not know this? Do they ask you? We're not talking about it. Yeah. So, but are you talking about it? Are you going into, you know, your community and like saying what you're doing or even telling your customers? Like if you're working in a shop tech, you know, specialists, or if you're service advisor specialists, you know, like any of those things, are you saying, hey, I'm going to this training?

7:47Are you putting on your own personal Facebook page? Are you saying it in your, like your shop page, like any of those things so that the community also knows about it as a whole? You bring up such a good point. I'm on the advisory panel of the Erie Community College. In Buffalo, and they do get invited, the instructors, to go to local training that's brought in from some of the bigger companies, the supplier base.

8:11But Keith, Liz, I sense a trend, and the trend is this localized training where Keith Perkins gets flown in to do something for a one particular shop who reaches out to their network and says, listen, He's coming in. Here's how much it costs. If you want to send some people, we're going to divide this thing up at the end of the day.

8:32We're all going to get really, really good training for maybe a day and a half, hands-on, all kinds of great stuff. And still sometimes they crash and burn. Now, the person with the great idea invested a lot of great money in a trainer like you, but the rest of the world around them just doesn't want to commit to it. How do we get this trend moving?

8:53I mean, the thing is, it's moving. Carm, I'm terrible at being an advocate for my own companies. Like, I do tons of podcasts and stuff, and I never self-indulge in the, hey, by the way, I do this stuff and offer these things. And so I'm not taking that moment to do that. But what I'm telling you is that— you think it's like 10 or 15 this year, babe?

9:10Probably. That are scheduled. Question you're asking. Oh, oh, typically. I thought you would— usually we're on the same way. We are. 10 or 15 private shop events. Yes. I mean, at least. So I think I have 10 for you. Yeah. For you to go. Yeah. And, you know, Steckler's doing the same thing. And Andrew Fisher's— I mean, I think you're going to interview him later, hopefully, or something.

9:29Yeah, he does the same thing. And a lot of us do. I know Thornton used to do it. I think Sanders does it. I think— I mean, I think all of us instructors offer that as an option where we can come out to your shop and teach, and it becomes more cost effective when you're trying to get more than 5 people trained.

9:45Right. So we run 2-day hands-on classes at our shop. But if you're going to send a technician, you've got a— the technician's got the time off. We do it on the weekend, which I would love to do it in the week, but we tried that and no one— we get 2 or 3 people, right? So we push that trend as much as I can.

10:01But you have travel costs, hotel costs, and then we charge a pretty good amount to show up. So, you know, you're in at $1,000 just for training for 2 days for a person. So $500 a day. And by the time you've added all that up, it's expensive for one person. So you go, well, I'm— I was going to send 3. At that point, it's almost the same cost to have me come to your shop at that point.

10:25Um, so that trend has moved that way. We're seeing it more and more. It's more every year. I got 10 or 15-ish scheduled this year, and I'll probably have more next year. And so your training company is L1, and you say you do a poor job of promoting it too. Yeah. And at onetraining.com. And you got a ton of people that are, that are members.

10:43Thanks for the, for the moment. We do have, we do have a take it subscription-based model. It's really expensive. It's $25 a month. So, and oh my God, that'll break me. Yeah. It's 250-ish hours of on-demand training right now that's on there. And typically every Monday I did an hour and it's been about 4 weeks since I've done a Monday because the, the training circuit things just kind of, I've got no Mondays right now.

11:04So usually every Monday, 1 hour live. Then we have events that we do at our shop, and then we'll come to your shop and do events. We're at expos, we're at all of these things that we offer, and we're seeing more and more. It's growing every year, but it's not enough, you know, not when there's 700,000-ish technicians in the, in the country and we see the same 1,000 people everywhere, just back to your point.

11:25Yeah. I mean, we service over 1,000 shops in our market for our mobile division. And maybe there's a handful of those shops that are our customers that we ever see at a training event. Or that even, like, I can't say that they don't know because we definitely have talked to them about it. Yeah. But like, before we said anything to them, before we had those conversations, they're like, what?

11:44Wait, there's like conventions? And like, oh yeah. Wow. You know, I'm sorry. I find that so difficult for people not to realize the world around them as far as conferences and training and the need to get it right, fix it right, reduce comebacks, and not take 5 hours to diagnose something that could have been done in 45. Where are we? You have to be frustrated to see, you know the answer.

12:12Yeah. The problem is, Carm, is there's less money in doing it the right way. 100%. The industry is set up where most technicians are flat rate. So they're incentivized financially to put more parts and spend more time on the car if they can bill for it. The shop is financially incentivized to sell more parts The parts stores love the fact they put on more parts, although maybe it takes one part to fix the car, but my technician can guess on our way there.

12:38On our way there, we had it. Well, this part took this part out. Like, no, you misdiagnosed it, then you're covering it up. And then the shop owners tell me, Keith, I would go out of business. I was like, then maybe you should. Flat rate's kind of going away. No, but I wish it would. That's controversial. Everyone's gonna hate that. Now I get all the hate mail, and so will we, probably.

12:58And there's a lot of specialists out there that they, they live in the world of flat rate. They know nothing, but they get it. They know it. It's kinda like an exercise routine that, and I don't wanna stop doing it, but okay. There's so many things that we can talk about. We could keep talking about this in a circle, but yeah, but I think it's right.

13:17I think localized training is critical. I can't imagine the value per dollar that you get with an intimate group and hands-on. And the casualness that you can hang out with the trainer. Yeah, you can't— this is a beautiful event, but it's the Sage on the Stage. It's not me in a circle around everyone. And boy, I have to tell you, if you're listening and you think this is something you need to try, experiment with, work with another individual, there's so many guys that are just this close to connecting?

13:54How do they get a hold of you? And just go to the website at onetraining.com. There's a contact form at the bottom. Perfect. And just at least start to do discovery. What classes do you have? How much does it cost? Yep. And then that individual has to do the legwork inside of his market. Yeah, absolutely. Okay. How are the girls? Great. And how's the farm?

14:13Awesome. And I want to know, how do you run all these companies? You're never home. And you have all these great animals at home, it's not bad to talk about this work-life harmony or balance. How do you guys do it? Calendars. Ah, and patience. The country of Colombia. Yeah, I'm just saying, between coffee and cocaine, they're just trying to make sure we get stuff done.

14:38I've been waiting all day to say that joke. Very good. And dad jokes. Dad jokes. Yeah, I know. Calendars and Liz. Everyone's like, oh, he's so sweet that he, you know, says that about it. But like, 100%, I am an absolute disastrous, unorganized mess. You? Okay, my organization is chaos, but it works to a point. And then I have to have help.

15:02I have to have— I'd love to see his desk. It probably looks like mine. Does it look like mine? I wonder. You know what mine looks like, Trace. It's probably worse. I love you so much. I love you. Piles and piles. But, but, so we set up our office 10 by 12 office, okay? And it's— I have an L desk and I'm facing him and I have my monitor.

15:24And on the other side of the monitor, I have a G desk. He has literally a G. And by G, I mean the letter G. It goes around and comes back. It's a like triple L, a circular thing. Yeah, yeah, it's— I have a circle with an opening to get into it, and then it's just chaos all the way around. I need— I need 90% of the time there's something in the walkway.

15:46Where he can't get to said desk. And now it's overflowing into my area. And like the cleaners will come in and they're like, do you want me to try to clean his desk? And I was like, don't even, just, just, I'll deal with it later. And they come over to my desk and it's, I have a, it's a glass, clear glass desk.

16:04And you, you can not even, I mean, I keep my computer. Can you eat off it? Oh yeah. You can see the floor on hers. Mine's a clear glass desk also, but you don't know it because it's covered. I need a G desk. Yeah, yeah. Shaped like the letter G. He literally spins like, oh yeah, around. It's hilarious. So, okay, so you got all these companies.

16:22Yeah. And so this is L1 training, this is L1 diag, and it's kind of like that. So where the computer is, there's a lot of training stuff right here. There's just my keyboard, mouse, and just piles of stuff. There's a lot of stuff going on from classes being built. If I turn to the right a hair, now we're into the L1 diagnostics area.

16:40Where I've got a lot of stuff that I'm working on for the shop that's, that's specific. If I turn around, we're into the YouTube land because there's a recording spot. I got about 6 cameras. Yeah, yeah, yeah. A big desk mat that's designed to be recorded on and do module work and stuff that I do on videos. Turn a little more and there's some circuit board work.

16:57So there's a circuit board station and microscope and monitors that are set up that are hooked to the microscope so I can see what I'm doing. And, and then to the right some more and it's back to the shop and there's my toolbox and stuff and How big is that box? It's a 72-inch box. A 72-inch box. My personal toolbox is in my office.

17:15In his office. And it has all like EEPROM stuff and other tools. It's full, but it's all just module repair cloning tools. Because you have to touch it. It's got to be quick, easy access. And then you're not going to walk for everything. And every top flat surface is piled with things. Mm-hmm. How many monitors in that room? Or off your computer?

17:34So my computer has 3 monitors, but then there's another computer in this corner that has another monitor, and then the microscope has its own monitor. So there's 2 or 3 46-inch TVs and then 3 27-inch monitors. Can you fly drones from there? I could, yeah. Maybe launch a rocket for X. I have video, I have B-roll of our shop from a drone, from my drone.

17:57Yeah, so, uh, you're into it. Yeah, yeah, yeah. And then you go to her desk and it's like her calendar, her keyboard, her mouse, a writing pad and a pen, and a little cup of pens, and everything's organized. It just reminds me of me and my wife Annie. Annie is just like you. I, I know what you're into. I can relate. There's no less than 7 laptops on that area laying around that are in either repair or being used.

18:28So you see these These come right from the office. I want to show you. You see the back? Yeah. All the notes that I use— this may not be a great example— I save all the paper of the notes I take into the studio when I do interviews. And I've done over, I don't know, a couple thousand, right, in the last 11 years.

18:46And I save them all, and then I take them to a printer and I say, cut them in fours, glue the one side. And so I'm reusing them, but my desk is littered. These are thought papers. Yeah, okay. They're littered with all these different ideas and some to-dos below that, and I would be afraid to take all those individual to-dos and put them into one big one because I probably wouldn't get anything done.

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21:27Get industry-leading customer support and book a demo with Kukui. That's K-U-K-U-I.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 done. 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%.

21:58Loyalty 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. To your point, Liz, every once in a while, I think what you have to do is regroup. So my question to you, Mr. Chaotic, but very smart, very intelligent, and you're always moving something forward.

22:25How often do you regroup? Every couple days she'll go, all right, what's on your task for today? And then she'll write it. We have a dry erase board in the office right behind her.. And so she writes down my task for the day that have to get done, requirements, what I'd like to get done, whatever. And then I just, I'm, when I look up, it's right there.

22:42And so that's a daily. Then there's a monthly. What do I got to do before the next event? What do I got to do 6 months? What's the year plan? So there's all these lists that are up there and we're constantly erasing stuff, writing new stuff in. And then like they're categorized for each company. So like this is L1 training, what we need to do.

22:55This is the diagnostic company that we need to do. This is the shop. This is the shop. Like, and sometimes there's, this is the house. Before you leave work today, make sure this tool comes with you. So, we have a little hack. So, I will give this away. Ooh, all right, free? Yeah, free. Thank you. Yeah. So, you know, like you're sitting there talking about something, you guys get like, you're so passionate, like, okay, I need to remember this, this, this, this, this, right?

23:18We literally will whip out our phone and someone will take notes and they will text each other. We text each other. And then it's in a note form. So, if you like look at our— Like, they'll be, "Good morning, honey, I love you," and the next thing is like, "We need eggs." Dog food, eggs. "We need bread." You know, like, whatever. Or like, we're doing a project and I'm like, "Okay, we need screws.

23:36Okay, what size screws do we need?" Exactly. 2.5-inch. 2.5-inch. T25 Torx, outdoor rated. Yep. And she'll write it down. It's lovely. I love that hack. Mm-hmm. I'm gonna take it to the next level. Okay. Microsoft To Do. Mm-hmm. Is an unbelievable piece of software You can create any to-do list, and immediately if something come, you open it up, you go to a, I gotta do this now, or you can have, you can have L1 training, L1 diagnostics.

24:04You could have all these little different folders. You can move them around. You can move your to-dos. You can say that I did it and it'll save it into the bottom of your list so you can go back and double-check it. And what I do is if I have a wild thought, no matter where I am, I stop, I open it up and I dump it into a remember, you might want to do this now.

24:25It has helped me not have to remember the— all the things, because my brain doesn't stop. Just sure it's like yours, it's constantly going. I have one of these and a pen in my nightstand for the 2 o'clock in the morning wake-up. So that's good, I like that. But I try to be as streamlined as possible So typically I don't carry paper or anything like that.

24:52I carry this, it's called a Plaud, P-L-A-U-D. I just turned it on. We're now recording. Oh, right, right, right. That's it. Yeah. I'll put it up. Yeah. Hey, Plaud, today's March 28th. Make sure that I send Carm an email with my thoughts on the latest rendition of The Specialist. That's it. I don't have to do anything else. It's recorded it. It'll remind me later.

25:11I think I own a Plaud when it first came out. It's this one. The one that was on the phone. Huh? First one was the one that went on the back. Yeah, yeah, yeah, yeah. No kidding. Yeah. Wow. I wear it the whole entire event. Everybody I talk to, tell them, I'll send them an email, tell them to do this. I get back to the shop and I go and plot.

25:28It's a phone app. You can— once you pay for the service, a couple hundred bucks a year, the hardware piece that I'm wearing is just a piece of the puzzle. It's not required to have it. Now that I have the subscription, I have Plot installed on my desktops. I have them on my phone. I can pull up my phone and just go record and start talking to it.

25:44All right, that's a, that's an even better hack. AI note-taker. Okay, but it does so many others. It's clipped on your shirt right now. Is it recording everything or only when you speak? Everything. Everything. So it's everything. So you gotta— is it going to transcribe it back to you? It can transcribe it, make a mind map. You can ask it questions. You can go, hey, Plod, this weekend when I was in— 3 months ago when I was in DC and I talked to a bunch of staffers, did I promise any of them any information or anything?

26:07And it'll list it out for me. Yeah, you promised Senator Mullin's staffer that you would send a report of the number of vehicles that, you know, you fixed that were XYZ, right? It'll just tell you what you talked about. It has all of it. It transcribes it. It saves the audio recordings. It creates mind maps. It creates a note section, a synopsis, everything.

26:28And then you can ask it whatever you want. When I do discovery calls with new guests that are going to come on the show, I use Fathom. It's a marvelous piece of Every time I wanted to do a new interview and I have not met these people, persons, group before, I'm feverishly either typing or I'm handwriting notes until I discovered Fathom and I just let it run while we're having this discussion.

26:51And then I say, okay, remind me what I said we were gonna talk about. And boom, I've got my outline of what we both believe would be an ultimately great episode. So we can't ignore this technology to help us be better at what we do. And again, we're traveling so fast. I imagine that when I talk to you in 3 months, you're going to have 2 new companies here.

27:16Oh, well, there's actually— there is another company right now already. Yeah, there's actually 2. Yeah. Okay. One, Keith and I have, you know, hey, we're thinking about doing another company, but Ryland, our oldest is really, really pushing. She really wants to like make our farm a company. Like she wants to run it and she wants to learn and grow. And I thought, man, what an amazing opportunity for a 14-year-old to like understand.

27:43She knows like a lot of the business. Like if a mobile division like email comes in, she knows how to put it in Shopware and make a ticket. She knows— Yeah, when a customer request comes in, she can go into Shopware and create a request. Amazing. Yeah. And put it on the calendar for the guys. You have your girl. We love your girls.

27:59You've been on the cruise with us, and it's just— they're so smart. They're gorgeous. They're driven. Yeah. I wonder why. Couldn't tell you. Yeah. Oh yeah, yeah. Rylan came to me, I think it was like the day before we left, and she goes, yeah, Mom, I got, I got called into my teacher's office. And I was like, really? What for? What was going on?

28:20And she goes, he told me he really sees a lot in me and he thinks that I can really go far. And I was like "Which teacher was it again?" She's like, "Oh, my ag teacher says, 'Hey, you really should reconsider doing ag next year.'" 'Cause she is in band and jazz band and color guard and ag and even showed a goat this year.

28:41And he goes, "Listen, hey, please reconsider not, you know, like to do ag again next year and not put it away." He goes, "I really, really think that you have what it takes to like go really far in this." Her first year ever of showing an animal. She's a freshman. And she won 3 awards. Yeah. Yeah. Of course, we're beaming with pride, but also like, yeah, that's amazing.

29:03Those are gifts from God, I think, that just come down and tell people when they're very young skaters, athletes, very talented people that ultimately find an opportunity to say, maybe this is my destiny. And then you've got a teacher and the pride that you're seeing and the fact that she wants to run the farm as a business. It's just too cool. Yeah.

29:25Yeah. She wants to do it. She's like, I want to— an egg stand. I want to, you know, hey, all these things. Like, so her and I have been like, you know, over here dreaming and scheming, and Keith's like, I don't have time. I'm making time. Yeah, we do. We— he really does. We, we do make time. But I can see Keith sitting in the G desk just shaking his hand to you, and, and the girls say, handle it, handle it.

29:47Yeah, that's what happens. I don't— I don't— if she told me, hey, will you go take care of the animals down there, I'd go, you gotta send me what I'm supposed to do. Yeah, I can help with some of it, but a lot of it, yeah, the kids and her do it. It's really just a team. At the end of the day, you're a team.

30:02And I heard this once, and I— it's one of the authors of a book that I— there's two authors that could be that have said it, but they said, listen, marriage is not 50/50. It just isn't. And I was like, no, like everyone says marriage is 50/50. You give me half, I give my half. And they said, no, It's wherever you are.

30:21Like, honey, I have 20%. That's all I've got right now. I got to do 80. He's like, hey, you know what? He can either be honest and say, you know what, babe, I got you, I got 80%. Or he can say, be extra honest and be like, I got 40. I got 40. Let's struggle this together. We got it. I will give my— but I'm giving my best, right?

30:38Yeah. I've got your 20. I've got your 80. I've got whatever it is. I'll— I got it. What a great yin and yang, huh? Yeah. Yeah. It's a fluid. And sometimes you're just— I love that word. It's fluid. Yeah, it really is. Changes hour by hour. Yep. And it sounds a lot like Liz is helping you a lot. Are you stepping in to help Liz when I can?

30:59It depends upon the situation we have. There are some defined roles for certain things, like I— but there's days where she's like, hey, I'm gonna go down the horses. I'm like, I'm coming with you. We're going. She's like, all right, you get the alfalfa. Wow. Soak that. I'll do this. It's almost like you knew you wanted to— you need a mental change, you want to do something physical, and it's Liz that kind of, if you will, helped you make that decision?

31:19Oh yeah, she sometimes will make sure my schedule's set. We had to do some fencing not too long ago, and so she made it to where 2 weekends in a row I could take all 3 days— Friday, Saturday, Sunday— because we're a 4-day week shop and work on that fence and make sure that fence got done, because that's what needed to happen at the house.

31:34I don't have every weekend to go work on the farm, so she scheduled— she made sure we didn't hit— she anticipated this months ahead of time, made sure she didn't schedule me for an event. I'm scheduled for an event or a training or something most weekends. Yeah, I don't know, like Easter and this and that. I don't know how you do it.

31:52Oh, we make sure the kids come with us a lot. Yeah. Okay, talk about the kids. How upset were the kids that they weren't going to be at home on the day of your birthday to celebrate with you? So Ryland is actually doing a Winter Guard competition. It's their state qualifiers today. Oh, so I was either going to be mom in mom mode and president mode of the Winter Guard team and, you know, be there doing that for my birthday, or here and, you know, maybe go on a little adventure.

32:21And he's like, you really should come with me. Oh, nice. And I don't get to see everybody. Last weekend we did a family trip. Yes, the girls and us, we all went. We actually were here in New York, but yeah, we left Sunday. Yeah, and we came back yesterday. Did you get involved in that LaGuardia thing? Uh, we left the day before.

32:40Wow. No, the day of. The day of, that's right. That's right. The day of. We left at about 12:30. Yeah, Sunday mid-morning. I've heard some crazy horror stories about, you know. Yeah. Anyway, it was really an unfortunate thing. So the reason that I bring up the birthday thing is that at dinner last night, you had a cake brought out and celebrated your birthday.

33:01It was yesterday. Today is my birthday. Oh, today is official. Oh, today is official. I thought it was yesterday. Okay. Right now. Yeah, right now. Oh, I'm so honored. Wow, the birthday girl. It's her 17th annual 20th birthday party. I've been doing that for years. Yeah, yeah, he, he normally will do the math for 25 though. He's like, that's harder. It's today, it's her 12th annual 25th birthday.

33:25Where's ADAS training going? Is— I mean, you didn't mention that it's kind of on a repeat scale. Are we— is it to the point where people want to be in it that are in it, and the other ones that are sitting on the sidelines are kind of negligent. Sort of. Thank you. Yeah. You know what? Thank you. Negligent. I've been struggling with the word that I'm in a Keith Perkins class and I can't remember where it was.

33:52I think it was possibly Tools last year. I think so. And, and I'm going from class to class to just getting absorbed in, in the trainers. I couldn't leave your class. I've told you this story before, and I want those damn graphics for the industry. I can make a good one. Yeah. And so he's basically explaining why the $99 alignment, maybe you're doing some towing, you know, putting front end parts, whatever you're doing to the vehicle that could very possibly change the angle of, uh, you know, radar, LiDAR.

34:23And he's got these beautiful, and I'm thinking, Well, if I was a service advisor and I was looking and somebody was wondering why now that I have to have this recalibration, why is it those graphics so purposefully explain to the customer the rationale or the why behind it? And that's the challenge like that I hear from other shops as they go, well, I can't do that alignment with that calibration because that'll make the X hundreds of dollars.

34:53And the guy down the road does alignments for $79.99. Just like the problem with why guys aren't in training, because they don't see the value, because they— there's more value in not fixing car right the first time and selling more parts. The answer always comes back to the same thing. I'll tell you what the problem with our industry is, and it's our image to the public.

35:13Absolutely. If the public recognized that, could differentiate between a knowledgeable and less than knowledgeable shop, and there's no way to do that right now. ASCs are great, but it's a base level, right? Everyone can go on Amazon. I bet I can go on Amazon and buy a We Employ ASC Technician sign. And that's no fault of ASCs there. There's no differentiator. So the guy down the road, we have how many shops in town that say we fix everything and they don't?

35:39They have to call me. Yeah. I've never had to sublet to another shop, but other shops sublet to me. If you ask a person, hey, we're going to give you two options to take your car and you're not going to be able to tell the difference between them. One of them can fix everything and one of them can't. Where should you take your car?

35:52Most people would ask, well, the one that can fix everything, right? But that's not really the answer. Which one has a better waiting room? Which one has better customer service? Which one creates a wow factor? Which one is going to create more value? Has all the more— right? So all those things, and there's no way for one person to differentiate that shop from the other.

36:09Every shop will tell you we're the best. Yeah, right? Why would they not? Yeah, why not? I seem to throw this entire discussion of yours in the last 2 minutes under the global wording of professionalism. Yes. And you, you said image and you said the word I loved is negligence. How could we get by today with this extremely high-tech vehicle that is so reliant on more computers and more flow of information the right way?

36:43And the responsibility, this is, I guess, where I'm driving to this whole professionalism, the responsibility that I have to my client. Instead of brushing it off and neglecting that it's not important, where is my responsibility to the client to do the kind of work or have the right equipment, the right tooling? Okay, I could call— or the right contact to just be like, this— yeah, do this.

37:08I can call L1 Diagnostics because mobile's growing, am I right? Yeah, yeah. Okay, we're gonna see the gravy of the remote, like Rich and I talked about with you. The gravy of the remote work or the mobile work is going to go to remote providers to separate those. Someone who can remotely log in and do that. So the gravy work of our mobile business, that line, that piece is going to be moved off to, off to remote providers, right?

37:32And so it'll be left with just how mobile started for me, right, which was the stuff that nobody else could do. You're going to go in there, roll up your sleeves, and dig, dive in deep. The Navy SEALs of the automotive industry. Okay. Oh, I love that. Come in in the dark. Smash out the job, complete the mission, leave. Most of the time the vehicle owner has no idea we existed, did it, or whatever, but the car's fixed and it's done.

37:54That is a great analogy. The Navy SEALs of the industry. That's what, that's what all those mobile guys are. Yeah, they're coming most of the time. They're coming in, the vehicle owner that has no idea they even exist. Let's call it the heavy work. Yeah, but also just like as a specialist, as a shop owner, know your limitation. Right? If you know, hey, I know that I can't do this, find somebody who can.

38:19And then be honest about it. Right. The entire purpose of us, like you said, is we designed the mobile division to be that we can come in there and take care of your customer without your customer ever knowing that, that you weren't the one that did it. Right? We come in there and it looks like you are the hero. You're the shop owner.

38:40You're the specialist are the heroes. And so you're keeping them alive. And that's the battle we talk about a bunch too. Exactly. It's like I'm my own worst enemy. My mobile company is making sure that the— I can't even use the word comp— I don't have a competitor. There's no one that can do what we can do here. No one in my area at all.

38:56No one in the tri-state, quad-state area can do what we can do. So I don't have competitors, but I've got these other shops in my area that we are keeping alive that maybe we shouldn't, right? I don't know what to say about that because it hurts my heart to hear that, right? And it hurts yours too. But it's a great business for you.

39:13Yeah, the mobile business is its own thing. I have to support it regardless, even if my brick-and-mortar shop is— yeah, is— has a lack of the quantity of growth. We have growth, crazy growth in the shop, but I wonder what it would be like if we weren't supporting the other shops and we told them all, sorry, you have to send it over here to the brick-and-mortar.

39:32Yeah, but the mobile company started with us telling people, I'm not your competition, I'm going to help you fix cars. All right, let's go back to 8S, the word negligence that you said. I really I'm trying to drive a point to the industry. I had a great friend in Buffalo just bought a flat to, I don't know, in-ground 8S. I just saw some pictures of it.

39:52I'm going to go over to his shop and take a look at it. He made a very large investment, got another building next to his. What's preventing the investment? I know it's a lot of money. I know you've got to have the right space. This whole, you got to have left and right and up and down and flat ground. Really scare people off.

40:10Oh yeah, oh yeah, yeah. Buffalo, there's, there's room, right? Think about in— oh, there's a lot of room. The Bronx, think about that. Where are you gonna— we're gonna put that building at? The Bronx. We drove by them on the way to the restaurant the other night. Yeah, they're semi-unprofessional. Yeah, at least on the outside looking. Yeah, I don't know what's in the back.

40:30That's the excuse I hear, right? Is like, oh, well, we can't get a space with it. Like, cool. Then you shouldn't do an alignment on any of those vehicles. That's all. But the guy down the road's doing them. And so again, at the end of the day, it's, it's you are either a person of integrity or you're not, right? And if you say, well, we fix cars right, you know, unless it's an alignment and it requires an ADAS, we just don't believe in that, like, that's fine.

40:49It's you turning a blind eye to, you know better, right? So the problem is, is, Carmen, we're not talking to any of those people right now. None of those people listen. All the people listening know this. Yeah. But I believe there's some out there that need to either make the investment or find a partner that's going to take that vehicle and do the calibration and send it back.

41:10But besides the integrity part of it, Carm, what is the benefit to a shop owner to do that? There's not, just so you know. There's not. It's going to cost them money. Then they're going to have to work harder to get that job versus just pretending like it's ignorance is bliss, Carm. Yeah. If you just did every alignment at the alignment cost you did and pretended like ADAS didn't exist, you make more money than spending $60,000, $80,000, $90,000, $100,000 and then having to tell people the alignment with you is this many hundreds of dollars.

41:38And their first thought is, I called down the road before I came here and the guy down the road said $79 for alignment. Same thing with a windshield. We were at a doctor's office one day. It just had an ice storm and which is kind of rare in Oklahoma, but the lady was on the phone like in the background and him and I are looking at each other because She's talking to a glass company and she comes out and she goes, oh my gosh, man.

42:02And like, we heard from the background, we can only hear one side of the phone call, and she goes, really, that much for windshield? Okay, does it, does it have to have that? And that's all we can hear, the calibration. Yeah, yeah, we looked at each other and then she comes out and we go, if your car has that camera, it does have to have that calibration.

42:23And she goes, How did you know what I was talking about? Yeah. She goes, do you do that or something? I was like, we do. We kind of giggled and we're like, yeah, we do that. Okay. I'm going to give Safelite a couple of high fives. About a year ago they were saying, and if your vehicle needs calibration, we can do that too.

42:40About a year ago. The most recent commercials are showing, if you will, the charts. Yeah. The, um, targets, the targets sitting up in front of the camera. I don't know if it's a legit or not picture of what it is, but they're starting to show people that there's more to it and it may help lend some credibility. No matter if people need a glass or not, there's a company out there talking about the need for calibration.

43:08Yeah, right. That's good. It's giving us more credibility, validation. Exactly. Yeah. When we say that to our customer, hey, this is what it requires, they go, oh yeah, I remember seeing that commercial. So shop owners listening, leverage that. Go, hey, have you seen that Safe Flight commercial? Exactly right. Or that's what your car needs. Or look, I want to show you my Keith Perkins chart.

43:28Yeah. And here's what it means 1,000 feet down the road if we don't do this thing right. Yeah. Because that's what your car is doing. Like every 10th of a second, it's looking, it's thinking, it's reacting. And we want to make sure that, that those engineers that designed this vehicle to go down the road and do all this lane keeping, all this adaptive cruise thing going on the way you originally intended, or they intended, that you rely on.

43:55I mean, how hard is that to explain to an individual? They can still go out and get the $99, the $79, but I think they're always going to think about the truth and the reality that we were at the professional shop. You need to make sure your advisor understands it. Yeah. Has your advisor had training? Yeah. Does your advisor know how to have those questions, those deep questions like, well, actually, I have that system turned off.

44:19I actually don't even use that. When the customer says that to you, what are you going to say back? What should your response be? Yeah. You know, how are you going to say, oh, actually, this is the reality of the matter and continue forward, right? Because just because you have it off doesn't mean, you know, that you can't— That your daughter who drives the car doesn't turn it on, that the person who you sell it to doesn't turn the system on, that the other drivers in the vehicle— Yeah.

44:42So, and funny thing is what I cut you off and why, but what I was going to say was that I'll give a piece of information to you. What's helpful for me that helps is typically when someone calls and I know that I have to tell them over the phone or I'm talking to someone to their face and I'm estimating a, a job that has an ADAS calibration, I typically preface it with, hey, so your vehicle has a piece of technology that requires this additional function we have to do when we do this repair to do it right.

45:09And what I want you to know is that if you call around, we've done this and we found that the vast majority of other shops aren't even aware the manufacturer of your vehicle requires us to finish that job properly. A matter of fact, we actually even called the dealer and they didn't know either. It's crazy. Can you believe that? Anyways, and then you give them the cost and stuff and you go, so if you're checking around, asked them if that includes calibration.

45:40And what's crazy, when we asked the dealer, they told us it didn't need that. Can you believe that? Anyway, so here's the position statement from the manufacturer. Here's your estimate we talked about. That position statement talks about why it's needed and the fact that it's required when you do this job. Bingo! And that's the key. No, not even the people at the dealers are reading the factory manuals.

46:00Oh no, I made a video and called out a local dealer 'Cause we took Liz's Navigator to go get a recall done that required replacing the front camera in her grill for the 360 round view. Wow. We went to go pick the car up after— I'm trying to make it as short as possible. Yeah. Picked the car up after repair. Liz jumps in.

46:17The camera is at a different angle now. We can see more of the bumper than we could before. And we knew automatic— I, I told her, I said, when we dropped this off, I said, they're not gonna calibrate it. They're gonna slam the camera in it, press the LIN bus, activate. The camera's gonna turn on. No lights, no codes. They're gonna ship it.

46:31This is just a round view. This isn't like driving ADAS, this is parking ADAS. But her car has advanced parking. We can drive down a parking garage, turn on the— push the automatic parking button, and it will look for an empty space. It'll tell us to take our hands off the wheel and just use the brake, and it'll back the car into a parking space.

46:48Yeah. So that around view camera needs to be accurate. Yeah, exactly. So we went up there. We did never tell them that we worked— owned a shop or anything. We just dropped a car off for a recall. Yeah. So Mr. and Mrs. Perkins came in, we said, hey, we, we just went and got in the car. The camera, we put the— when we put the reverse on, the front camera, the one you replaced, it's pointed different.

47:08Is there some kind of alignment thing? Because the shop that sent us over here told us there wasn't a special alignment required after the camera's replaced. Oh, I love it, I love it. And then they go, the service, the service manager told us that happens during the programming, which it doesn't. There's a separate programming function to turn the camera So Liz goes, "Are you sure?"

47:27And she goes, so then I gave her the ammunition to say, which was, "So do I just live with it crooked then?" That's the question that you ask. Because he said, "Well, it's not required. We did everything we're supposed to, blah, blah, blah." And that's his battle. And so I said, "Ask him this. Do I just live with it crooked then?" And just look at him.

47:46And then he goes, "Well, okay, just leave it here. I'll have the foreman look at it and blah, blah, blah." Next day we get a text. Everything was done like it's supposed to. 9:30 AM. 9:30 AM. Everything's done. They never, they never touched. They did not calibrate it. So Liz, Liz then starts texting them pictures of the mats. So this was done.

48:04So we start Google searching. We have great pictures to use, but we have to Google. We're not trying to give away that we own a shop and we do this. So we send them pictures from Google that has a picture of the Navigator with the mats around it. So this was done. Google says that this is the alignment procedure that was correct.

48:18Then he says that is not required by Ford. And then so then I try to go find a position statement. It's on FordCrashParts.com. You can find it for free. FordCrashParts.com. Google search Ford ADAS job aid. Right now, if you're listening, Google search that and the very top one says Ford Crash Parts. Click it. There's a job aid that shows every ADAS system on a Ford and when it's required to be calibrated.

48:42And that is if your Ford car has a camera, and you do an alignment, a wheel alignment, it requires calibration. Every single Ford vehicle that ever gets an alignment for any reason requires a camera calibration, period. End of discussion. Sorry. And then it also says when that front camera is replaced, that's done. We got the car back. Ford's factory scan tool has this awesome function where it records everything that anyone does on that car using the factory Ford tool.

49:08So we pulled it up and showed it was after The first time we would have got to pick up the car, they never did the calibration. It was never done, never attempted, never even attempted. We can— I can see every button click they do, every— even when they went to service info, I can see what service info they went to from within the system.

49:23It records everything. Ford's awesome to give us all that. So I could see what technician ID did not do their job properly. And then the following day, when we pushed and pushed and pushed and they finally tried it, it took them 7 hours to calibrate it. And they tried it 9 times. No. Yeah, yeah, yeah. It was awesome. Because that technician had never done that before.

49:42I'm positive. Oh yeah. And I'm sure these mats are massive. Okay. They're 6-foot wide, like 35, 66 inches wide and 36.5 feet long. No kidding. Yeah. So could you imagine if you've never done this procedure, you're being forced to do this because you got this jerk customer that just won't leave you alone about doing this thing. But then they're like, okay, you have to go do this.

50:02And then they have no idea what they're doing and they're probably getting 0.2 to do this job. Yeah, because flat rate. Yeah, they're not incentivized to do it right. They're incentivized to just get the completed button to show up regardless of the calibration. Again, probably with zero training to do this. And for mats, you have to have them in the right spot or they will literally just say nope, nope, nope, or they look askew.

50:26There's a lot to it. This, this lends itself to the unprofessionalism that we seem to be living in. Thank you for that very uncomfortable little scenario. But I think it's important that our industry realizes why we are such an important dealer alternative. If we just live in the do right rule, we get ourselves educated, we look to be so much more professional.

50:51Part of this whole language shift that I work so hard at in the industry is that we use these acronyms to our customers so loosely because they're comfortable to us. To say ADAS to a customer and they have no clue what you're saying. And I loved what you have been saying. Both of you have been saying for the last 5 to 6 minutes the words calibration.

51:12And I think your client, the consumer, can appreciate more the words of calibration than us dropping the word ADAS that they have no clue. Even if we define what the ADAS means to them, it doesn't have much meaning. Oh yeah, no. Customers, if we talk about like, hey, well, they're like, well, what do you teach? And I was like, well, we teach ADAS, which is Advanced Driver Assistance Systems.

51:36And they're like, okay, you speak in a different language. Exactly right. And so then you go, okay, well, are you familiar with blind spot monitoring? Are you familiar with radar cruise? Are you familiar with like lane depart? All of these, like, oh, actually, yeah, I think my car has that. And like, oh yeah, that's what we do. And then we get to go into that and educate that customer a little bit.

51:52Two points before we leave. Tracy got a Rogue, I don't know, a bunch of years ago, right? 2019, long time ago. And she says, "Dad, I don't like these beeps when I go over a line. How? Show me. I got to turn this thing off." And I said, "Live with it for a little bit. Really, I want you to have that feature.

52:14I think it's really, really important." And I don't know how much longer after that she comes to me and she goes, "I like it. I live with it." I don't even know that it beeps, but when it beeps, some subconscious thing of mine says I'm doing something wrong. And so people are so quick to say, I don't want this, I don't want this, I don't want this, when I think they're lifesavers.

52:37Yeah, my friend, uh, she came to me and she goes, I just got this brand new Tahoe. And she's like, I named her Karen. I was like, what do you mean you named your car Karen? And she says, yeah, because she's tattling on me and telling me how bad of a driver I am all day long when I'm driving her. And I was like, okay.

52:53And also I'm sorry for all the Karens out there. You're not actually Karens, you know. Um, but yeah, so to that point, you know, people are like, oh, I don't want to listen to those noises, and they turn them off. Yeah, I know. They don't understand that the sales team doesn't do a great job either. No, they don't. The delivery people, they don't even know what they're delivering, right?

53:14They just don't have no idea. I just heard from a friend who's— who knows a couple of dealership networks in Florida who said that the average price of a vehicle that's leaving is $1,000 note payment for 84 months. Wow. Go ahead. I shared a video on Facebook the other day. It's from a rather prolific car sales guy, not that a lot of people here would know, but just buy here, pay here kind of place.

53:40And he's got a little phrase he uses, hey, this blah, blah, blah, blah, blah, blah, blah. He's like, I just got Derek here his new car. Tell them what you got. And, and he's like, I— and the one I showed her the other day was he paid $20,000 down, 172 months. What? At $1,200 a month for this wide-body Scat Pack. And then there was one that was like 184 months.

54:06I was like, what? That's— I don't have enough fingers. Yeah, I'm sorry, I'm gonna do the math right now. 64 5. That's like 15 years. Yeah, I mean, it's a house. Yeah, thing. Yeah, yeah. And then they're putting thousands down. Yeah. And then they're paying thousands. That was like the most extreme example, but the one I shared, 2 or 3 of them, I was like, this is— these people are doing 84, 100 months, 100-something months at, you know, $7,000, $8,000, $9,000 a month and $5,000, $10,000 down for cars that are there was one that was like, I did the math on the truck and the truck was, he's going to end up paying $190,000 for

54:48this 2016 Silverado, but it's lifted and got big wheels. So yeah, that's the end result of that payment. And so also, and I don't, I don't wanna believe her this point, but the $299 leases, if you freeze the TV and you read the fine print, it's like, It's like, it's what, extremely qualified buyers, $6,000 down, at 8,000 miles a year, or, oh yeah, yeah, like, yeah, yeah, 4,000 miles a year when accounting for fuel savings over driving a vehicle with a corporate average fuel economy of, of, you know, 18 miles per gallon.

55:23Listen to him. Yeah. All right, before we leave, one final thing. NASDAP, you're on the board. What's going on there? Uh, we've got a new app coming out very, very soon. I think it's done. So everyone that gripes about the D1 process of taking a having to upload these documents and stuff. It's streamlined into a phone app. The two-factor authentication's all built into the one single app.

55:43So one app instead of using a computer and a phone. And so it's gonna streamline the D1 process from 3 to 6 minutes if you're slow to maybe 1 to 2 minutes now. Nice. And then, uh, we've got gateway access for Hyundai's Kias where there was no gateway access before. There's a for-profit corporation out there that does gateway access for Chrysler and Nissan., and they're about $60 a year per make for those.

56:07NASTIF, we negotiated an extremely low rate of $3.93. That's free, 100% free. Um, just get your free NASTIF account and then upload documents, some documents stating that you are an automotive technician. Once you do that, then you can access the Hyundai-Kia gateway through their software with no dollars to you at all. That's a good one that came out recently. A lot of good stuff.

56:29I had fun talking to you guys. Thank you for sharing life with the Perkins and what's going on in the business and bringing your passion to elevate our industry to be much more professional. Liz Perkins and Keith Perkins, thanks for being here. Thank you. Thanks. Thanks for being on board to listen and learn from the premier automotive repair business podcast, Remarkable Results Radio.

56:52Get your episodic education on the ARPN listening app. Podcasting app at automotiverepairpodcastnetwork.com. Also enjoy the podcast on our Carm Capriato YouTube channel. Carm is all for advancing the professional automotive service industry. Until next time.