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Hey everybody, welcome back to 
the dealership. 

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Fix it podcast, you're listening
to episode number 60 and I don't

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know what day it is almost or 
what month here, we sit in the 

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middle of covid-19, the 
coronavirus of 2020, a lots 

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changed. 
My last podcast was looks like 

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about a month ago, shockingly. 
And I've been busy homeschool my

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kids and working. 
So as you all know, I do this on

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this side and I'm here to have 
Great conversations with 

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industry veterans guys, that 
really bring a lot of value to 

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you and these conversations and 
I got to chat with Kurt Von Ahn 

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and again, offline. 
And I asked him to come back on 

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if he would been really pleased 
with the sort of conversations, 

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he and I have had and see what 
he's doing out there and the 

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things he can do to help some 
dealers out. 

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But great conversations, I think
I see him having and I wanted to

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tap back into him for 
perspective. 

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So Kurt, welcome back to the 
dealership, fix it podcast. 

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Brian, I appreciate it. 
I do. 

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I like adding value to your 
audience and you know, just just

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a side note for you when I 
actually do get to reach out and

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talk to dealers one-on-one. 
They've all, you know, it's not 

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all, but most of them listened 
to your podcast and have really 

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positive things to say. 
So I was super amped to get to 

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get back with you and you know, 
kind of pick up where we left 

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off. 
Well, you know, I'm really, I'm 

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glad to hear that. 
It's funny because I've never 

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built this. 
Being I just always thought of 

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something that should Exist. 
So I figured I would just do it 

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but I haven't kind of wrapped my
existence to it which is kind of

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why you see this Gap like a 
month. 

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I get busy in a month goes by. 
I'm here to jump on with guys if

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it's something valuable not just
trying to fill space in the air 

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and maybe if I were trying to 
build the brand a little better,

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I would do a better job with 
that but I'm just trying to I'm 

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just trying to be here if it's 
can be relevant and good 

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conversations for you know. 
Like I said I picture myself at 

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dealerships and other guys have 
met through the year. 

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So thank you for that. 
I'm glad to hear. 

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I'm glad to hear that, that 
people know of the podcast. 

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They don't have to know who I am
or anything else. 

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Just as long as I'm bringing, 
you know, like I say guys like 

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yourself on and and kind of get 
them thinking get them moving. 

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So what? 
Yeah. 

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Well you know, Brian at this 
time, I mean you mentioned 

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covid, read it, beginning in 
your introduction and for me 

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this coded things this whole 
thing has just reached of 

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opportunity. 
And in fact I wrote a blog post 

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about it almost a month ago. 
A point that said hey anytime 

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There's A disruption you know 
that disruption can be an 

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obstacle or it can be an 
opportunity if it's how you 

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address it I started making 
content. 

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In that light and trying to 
follow some some, some core 

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examples of people that were as 
opportunity you know rather than

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an obstacle and it's been 
interesting to see the outcome 

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and you know I would say that 
service leadership in a crisis 

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is it's a big deal not just for 
your employees but you know, in 

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your community. 
And so it's been really 

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interesting to watch this happen
is this covid thing is a 

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horrible deal all the way 
around. 

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You know, I feel bad for people 
that are sick, I can empathize 

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with them. 
There's you know, if you've got 

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The check, this is not 
statement, you know, against 

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that or to say that, you know, I
don't care about it. 

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But man, we have made a great 
deal of sacrifice in this 

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country for this incident. 
You know, you know, more people,

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die in car accidents, more 
people die from drunk driving, 

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more people, die from the 
regular flu. 

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And so, a lot of people are 
having a hard time dealing with 

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this and when it's, when it's 
your company, when it's your 

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business that you voluntarily 
kind of shut down that, that 

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that's hard to say. 
Comic. 

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And so, I wanted to find a way 
for, for businesses, especially 

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in states, where they're deemed 
essential, to find a way to find

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Success Through the muck, you 
know what I mean? 

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I think you certainly, you know,
sometimes the worst of times or 

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the worst things a person or a 
family or in this case a nation 

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or world can go through. 
There are people who will not to

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make it sound negative, but 
they're people who capitalize on

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the opportunity because they 
know there's always an 

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opportunity. 
You know, obviously if it's 

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batten down the hatches because 
your local government has told 

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you, you will not be opened and 
you will not do business. 

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Well you know, you might have a 
timetable set up. 

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I'm sure and looking at that and
maybe got a certain window of 

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time where you say I can come 
back or my business folds by 

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then. 
But in the meantime, assuming I 

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can come back in and 30 days or 
you know, whatever the governor 

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or whoever is saying in that 
time you know, that's the The 

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conversations I've been having 
with with my clients has been, 

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okay? 
So you know, case, you're not 

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close. 
Okay? 

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So sales is closed but service 
and parts are not okay. 

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So what is, you know, you know, 
if the tell me your plan 

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obviously they've got a lot of 
planning they're doing but if 

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they're sharing with me what 
they have going on, I start 

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thinking about all these 
processes and all these pieces, 

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these parts of the equation 
where they haven't been able to 

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touch it, and massage it because
they're, they've been just busy 

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enough to not have to. 
And then it could of course, to 

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me, that's the opportunity has 
presented. 

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Ended itself. 
You've got all the time in the 

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world. 
Now what do we work? 

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What do we tackling first? 
And what's your plan? 

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Yeah, you know, it sounds like 
you. 

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And I are so much on the same 
page for me. 

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Personally, you know, my almost 
one of my favorite phrases as 

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become, like friction point, 
right? 

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So I try and think of like, 
think of your dealership think 

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of your business, whether it's 
not Powersports Marine day, 

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can't be bicycles, right? 
Cuz there's a diverse crowd, 

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listening to your content. 
And I know that your focus on 

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Power Sports but so much is 
applicable. 

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Elsewhere and And how many 
people like going to the service

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department at your facility, you
know, and then you start 

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thinking, what will why do 
people not like coming to my 

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service department? 
And you start looking at those 

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friction points and right now is
a prime opportunity to be able 

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to kind of re script that 
experience, right? 

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So from an objective standpoint,
why don't people like coming to 

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my store? 
Is it? 

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You know, is it the parking lot?
Is it the building appearance is

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their confusion as to, you know,
where to take your product to 

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get it serviced at my facility, 
you know? 

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Is it the people who I have the 
wrong guy on the service 

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counter? 
Do I have the wrong people 

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answering the phone? 
Do I have the wrong people? 

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You know, bringing the 
motorcycle back up from to be re

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delivered to the customer for 
active delivery. 

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You know, and it's, this is a, 
this is a really good 

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opportunity for these businesses
to be introspective and go. 

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Hey, wait a minute, I do have 
some friction points that I can 

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alter. 
I can fix, I can eliminate and 

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in the end that might not create
Revenue this month. 

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It will expand the opportunity 
for Revenue when they open back 

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up. 
And so I think that's huge, you 

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know? 
And then I hear all these 

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success stories, about curbside,
delivery curbside drop-off and 

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all these things that people are
implementing that is again, you 

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know, it's trying to lower the 
friction point for the consumer 

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which I think is huge. 
It's, you know, as you're 

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describing that in my brain, I 
picture, I guess, I think 

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visually, right. 
So as you're saying friction 

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point, I think about you've got 
this, it's outside force, and 

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this Inside, Force the to, you 
know, a customer that employee. 

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Let's call it in the, in the 
client or the customer. 

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The two are trying to come and 
be in the same place and 

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interact together. 
Right. 

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So is it is it a level of 
friction that just requires a 

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little bit of high-quality 
grease you know, or a little, a 

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little Lube on thing or does it 
require okay? 

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No, no, it actually inquires 
requires a grinder to grind out 

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some of the rough edges. 
And then we'll polish, right? 

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Or is it one of those where it's
like, no, no. 

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We gotta scrap the Mechanism as 
it is. 

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So, you know, I just think back 
to the days where I worked at 

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dealerships and did service 
writing, you know. 

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And, you know, sometimes it's 
sometimes it's the guy always 

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supposed to go to the parts 
counter and that's where he 

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checks his bike and for serve as
well. 

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How's that work? 
You know, I mean not that you're

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not that a dealership has to 
change that, but I've worked at 

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several that were set up that 
way, you know, kind of one size 

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fits all. 
And, you know, I've also seen 

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some that went that way and 
changed it through. 

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The busy times, here's your 
opportunity. 

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T. 
You know how big a friction do 

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you got going on? 
And what level of change is 

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required? 
If you could rewrite it right 

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now? 
You know, and each of these 

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businesses is different, they're
not stamp. 

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You know, what I used to do the 
in-person training with 

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dealerships for other 
corporations, I would give them 

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the excuse, I'd give them the 
out, you know, I'm like, I get 

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it, you're not Home Depot, 
you're not, you know, every Home

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Depot set up the same, right? 
One end of the building is, you 

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know, where how you make a 
foundation, and the other end of

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the building is like, gardening 
and Landscaping. 

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And then the score is assembled 
in the order that you build a 

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house. 
So when you go to Home, Depot, 

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whatever, Home Depot, you go to,
you can always find what you 

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want, because, The store set up 
in the same order, the truck the

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same, when you go to a 
motorcycle dealership, right? 

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Each of these businesses is an 
independent franchisee of some 

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of the brand or combination of 
brand. 

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And so, like you said, you know,
as a service writer, maybe you 

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greeted the customer, maybe you 
didn't, when a customer came to 

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get the motorcycle, maybe they 
pay the service writer, maybe 

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they pay the parts counter, 
maybe they pay a cashier that 

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works for both service and the 
parts count. 

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But the customer doesn't know 
that and doesn't don't have a 

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familiarity with the business, 
you know, their first reason 

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second visit there and so that 
that causes some of that 

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friction, that causes some of 
that uneasiness that the 

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customer has Whipple's, do you, 
do you imagine? 

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I, I like to think of, you know,
if we're talking about 

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leadership, do do you think that
enough people that are the 

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leader of an organization? 
That's called the dealership 

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owners and management. 
Are they preparing for a lot of 

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these scenarios that are about 
to start taking place, right? 

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So you got, you know, depending 
on where you're at and what the,

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what the laws and orders require
or don't allow do those 

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leadership? 
Are they having conversations 

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with everybody in there? 
They are. 

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They Gathering them all together
to have this great conversations

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and say, hey, just so, you know,
here's what we're doing social 

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distancing, right? 
That's in the general sort of, 

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you know terminology. 
But if a Walks in and they're 

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totally not on the same page. 
How does your staff react? 

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I'll give you an example. 
I went and bought a from Ace 

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Hardware in town over here. 
I need a wheelbarrow because I 

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got this gravel and I'm doing 
some stuff outside and this is 

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what I'm doing when i'm not 
teaching my kids from home and 

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and actually doing work during 
the day time. 

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You notice the evening hours is 
we start to go into the later 

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day. 
That's what I'm doing. 

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So, I went bought myself a 
wheelbarrow. 

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I hadn't had one in years and I 
walk into this Ace Hardware. 

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And it's retired. 
Guy comes Trucking up. 

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I'm gonna help you sir and he 
walks right up. 

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I mean the guys like a foot and 
a half from me, I'm immediately 

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thinking like, well I'm not 
uncomfortable because I 

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immediately, if you do I'm not 
wearing a mask, he's not wearing

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a mask. 
He walks right up next to me, I 

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took kind of a little bit of a 
side step and leaned on one of 

225
00:11:26,608 --> 00:11:29,100
the shelves to be like, hey, I'm
looking for a wheel barrel and 

226
00:11:29,100 --> 00:11:31,800
some whatever, you know, but I 
immediately thought, wow. 

227
00:11:31,800 --> 00:11:36,400
Okay so this guy just, if I were
a sensitive person Then I saw 

228
00:11:36,400 --> 00:11:39,500
people walking out with masks 
on, so either they're sensitive 

229
00:11:39,500 --> 00:11:43,500
or they're sensitive, you know, 
in their idea of what they think

230
00:11:43,500 --> 00:11:45,500
they could put on someone else, 
right? 

231
00:11:46,200 --> 00:11:49,300
But I started thinking well 
there's all this perception that

232
00:11:49,300 --> 00:11:52,900
we're in this big soup of random
mixture of perceptions. 

233
00:11:53,700 --> 00:11:57,800
You know, is a leader training. 
Their staff on, how to react to 

234
00:11:57,800 --> 00:12:00,300
somebody who doesn't kind of 
play ball. 

235
00:12:00,300 --> 00:12:04,000
You don't want to be like, hey, 
mister back up, you know, if 

236
00:12:04,000 --> 00:12:06,900
your, if your customer comes and
gets in Interior space. 

237
00:12:07,600 --> 00:12:10,500
I just wonder if you feel like 
that's something that is being 

238
00:12:10,500 --> 00:12:12,800
focused on or is that part of? 
I mean, we're not that sad, 

239
00:12:12,800 --> 00:12:15,200
obviously, the small grid 
granular end of it. 

240
00:12:15,200 --> 00:12:19,200
But are those the sort of, you 
know, and then it, you hit so 

241
00:12:19,200 --> 00:12:22,100
many things on the head. 
With just your Simple Story. 

242
00:12:22,100 --> 00:12:25,400
They're growing in the question 
and that, and I'm going to 

243
00:12:25,400 --> 00:12:28,200
favorite sounding lie. 
No, they're not. 

244
00:12:28,600 --> 00:12:30,900
They're not disseminating 
information down through the 

245
00:12:30,900 --> 00:12:34,800
ranks and that's what the 
customer is, experiencing, you 

246
00:12:34,800 --> 00:12:37,300
know, not just at Ace Hardware. 
We're but, you know, at a lot of

247
00:12:37,308 --> 00:12:41,200
these different facilities, 
there are guidelines that get 

248
00:12:41,200 --> 00:12:43,800
pulled out by a local 
municipality, right? 

249
00:12:43,800 --> 00:12:46,100
This is how, you know, if your 
business is deemed essential to,

250
00:12:46,100 --> 00:12:48,000
these are some of the things 
we'll have to put in place. 

251
00:12:48,400 --> 00:12:53,800
And in a lot of cases, upper 
management, you know, CEOs CFOs 

252
00:12:54,000 --> 00:12:56,500
HR Representatives. 
I mean, you go through whatever 

253
00:12:56,500 --> 00:12:59,100
the size of the businesses were 
talking about. 

254
00:12:59,100 --> 00:13:01,500
That person will say, okay, 
well, I'm going to print out 

255
00:13:01,500 --> 00:13:05,700
this Memo from the municipality 
and I'm going to give it to you.

256
00:13:05,900 --> 00:13:08,700
No could be the leads, right. 
I'm going to give it to the 

257
00:13:08,700 --> 00:13:11,000
shift. 
Bleed, that's over these 12 

258
00:13:11,000 --> 00:13:12,300
people. 
And they say, what? 

259
00:13:12,300 --> 00:13:14,000
Here's a copy of your 
information, make sure everybody

260
00:13:14,000 --> 00:13:16,400
reads us an initial, but right. 
And it's going to be by the time

261
00:13:16,400 --> 00:13:19,800
clock and and people will just 
glance at it and initial it 

262
00:13:19,800 --> 00:13:22,100
because they want to get to the 
next shift. 

263
00:13:22,200 --> 00:13:26,600
People aren't experiencing 
leadership in the way that I 

264
00:13:26,608 --> 00:13:31,200
Define leadership sharing copies
of memos and saying initial 

265
00:13:31,200 --> 00:13:32,500
those, you're responsible to 
know it. 

266
00:13:32,500 --> 00:13:34,500
Now, that's not leadership to 
me. 

267
00:13:34,500 --> 00:13:38,600
Leadership is You know, taking 
the time to walk amongst your 

268
00:13:38,600 --> 00:13:42,100
people, you know, maybe maybe 
show them leadership by Leading 

269
00:13:42,100 --> 00:13:45,200
The Way first and then, you 
know, walk with them in their 

270
00:13:45,200 --> 00:13:48,300
shoes for a little bit and in 
some cases you got to get behind

271
00:13:48,300 --> 00:13:51,000
them, you know and give him a 
little shove sometimes to find 

272
00:13:51,000 --> 00:13:53,600
success. 
And then it next to them again, 

273
00:13:53,600 --> 00:13:55,500
you know, take their 
temperature, see how they're 

274
00:13:55,500 --> 00:13:58,900
doing, right? 
Kind of Monitor and and see how 

275
00:13:58,900 --> 00:14:01,300
they're growing, or how, they're
accepting, whatever the new 

276
00:14:01,300 --> 00:14:06,400
standard is and then go back to 
what you You perceive as 

277
00:14:06,400 --> 00:14:08,800
leadership, right? 
Go back to your office and catch

278
00:14:08,800 --> 00:14:10,600
up on the things that you need 
to do. 

279
00:14:10,600 --> 00:14:13,700
But leadership in today's day 
and age isn't the same as 

280
00:14:13,700 --> 00:14:18,000
management and and I think 
that's where I think there's a 

281
00:14:18,400 --> 00:14:23,300
disconnect is that especially in
power sports people that you 

282
00:14:23,300 --> 00:14:27,300
know, own dealerships generally 
are they might be great sales 

283
00:14:27,300 --> 00:14:30,700
people or they might be super 
Enthusiast or they might be 

284
00:14:30,900 --> 00:14:33,400
there's all these things where 
we do, they're really great at 

285
00:14:33,400 --> 00:14:37,500
this, great at that. 
But when it comes to Two leading

286
00:14:37,500 --> 00:14:41,300
people and growing a business 
that a lot of them didn't have 

287
00:14:41,300 --> 00:14:45,300
formal training in that. 
And so it's not that they don't 

288
00:14:45,300 --> 00:14:46,700
know or it's not that they're 
idiots. 

289
00:14:46,700 --> 00:14:49,700
We're not stupid. 
They're usually very, very smart

290
00:14:49,700 --> 00:14:51,500
people. 
They just don't have direct 

291
00:14:51,500 --> 00:14:55,200
experience or exposure to 
leadership techniques and 

292
00:14:55,200 --> 00:14:58,300
understanding how people work. 
And so that's why we see a lot 

293
00:14:58,300 --> 00:15:01,100
of these gaps on sales, floors 
and service, departments and 

294
00:15:01,100 --> 00:15:04,500
parts department. 
Is that it? 

295
00:15:04,500 --> 00:15:06,800
I ended that kind of long, I'm 
sorry. 

296
00:15:06,800 --> 00:15:09,800
No, you said, I'll I hate to 
talk too much. 

297
00:15:09,800 --> 00:15:12,500
A lot of times I want to kind of
relay what I'm thinking or what 

298
00:15:12,500 --> 00:15:17,500
my brains kind of molding around
a situation or scenario, but I 

299
00:15:17,500 --> 00:15:21,300
like for, you know, you or my 
guests to definitely go on at 

300
00:15:21,300 --> 00:15:24,800
length if possible. 
Do you feel like then it's got 

301
00:15:24,800 --> 00:15:27,200
to do with the difference 
between what was that, you know,

302
00:15:27,200 --> 00:15:29,800
I was like a big YouTube thing 
for a while back and it was the 

303
00:15:29,800 --> 00:15:31,700
old like the college professors 
up there. 

304
00:15:31,700 --> 00:15:33,800
And he's like, you know, how 
much sand can I I put in this 

305
00:15:33,800 --> 00:15:36,200
thing, you know, that whole 
thing my company's been using it

306
00:15:36,200 --> 00:15:38,800
lately too. 
It's you know, been resurrected 

307
00:15:38,800 --> 00:15:41,300
living with The Rock from the 
golf balls on the marbles and 

308
00:15:41,300 --> 00:15:44,900
that the sand and in the water. 
Yeah, 1954 to that part of I 

309
00:15:44,908 --> 00:15:47,900
mean, not to beat that horse 
well into Oblivion. 

310
00:15:47,900 --> 00:15:52,200
But do you feel like is that is 
the leadership you know, we're 

311
00:15:52,200 --> 00:15:54,600
seeing in this business doesn't 
need to lean a certain way or 

312
00:15:54,600 --> 00:15:57,400
the other do they need to? 
Are they not doing big rocks 

313
00:15:57,400 --> 00:16:00,800
first or they just to me, right?
I'm a nuanced guy. 

314
00:16:01,100 --> 00:16:03,200
Maybe that would make me a great
leader because I wouldn't Focus.

315
00:16:03,300 --> 00:16:06,200
Kisan, the Rocks, well enough, 
and maybe that's something that 

316
00:16:06,200 --> 00:16:08,600
you know, somebody listening to 
this could say oh yeah, I'm 

317
00:16:08,600 --> 00:16:11,300
totally like him. 
I get lost in all the Nuance of.

318
00:16:11,300 --> 00:16:14,600
Hey, did everybody understand? 
Hey, I want to bounce a, here's 

319
00:16:14,600 --> 00:16:16,700
the governor's order. 
Here's what this means. 

320
00:16:16,700 --> 00:16:19,000
Here's what social distinct. 
Distancing me, in tears, we were

321
00:16:19,000 --> 00:16:21,500
expected to do. 
Let's talk it out, right? 

322
00:16:21,500 --> 00:16:25,200
That's where I would go with 
their staff but that may leave 

323
00:16:25,200 --> 00:16:27,900
me in a place where I'm focusing
in the granular stuff and I'm 

324
00:16:27,900 --> 00:16:30,600
not focusing on the big boulders
and rocks and golf balls. 

325
00:16:32,200 --> 00:16:36,000
Yeah, it's definitely a 
difficult balance but you know, 

326
00:16:36,000 --> 00:16:39,200
a lot of what you said, like, 
you were talking about the rocks

327
00:16:39,200 --> 00:16:41,700
and the golf balls in the 
marbles and sand and the water 

328
00:16:41,700 --> 00:16:45,000
and the jar thing. 
And what I say a lot with 

329
00:16:45,000 --> 00:16:47,700
especially business owners is 
also, you know, have you ever 

330
00:16:47,700 --> 00:16:50,700
seen the show hoarders before? 
You know, and and I'll be like 

331
00:16:50,700 --> 00:16:51,700
orders. 
I'm like, hey, you know what 

332
00:16:51,700 --> 00:16:54,400
people, you know, they they they
get a nice house and then, you 

333
00:16:54,400 --> 00:16:57,200
know, it seems like overnight 
but it's not overnight but over 

334
00:16:57,200 --> 00:17:01,700
time, these people begin to have
junk, Everywhere. 

335
00:17:01,700 --> 00:17:03,800
And some of them died in a pile 
of their own trash. 

336
00:17:03,800 --> 00:17:07,200
Right now is, was that the goal?
Is that where they wanted to go?

337
00:17:07,200 --> 00:17:11,200
Obviously, the answer is no, but
nobody says, this is my plan. 

338
00:17:11,200 --> 00:17:14,200
I'm going to buy a new house and
turn it into, you know, a living

339
00:17:14,200 --> 00:17:17,800
dump. 
But, unfortunately, that can 

340
00:17:17,800 --> 00:17:22,200
happen in a business where you 
see changes happening, and 

341
00:17:22,200 --> 00:17:25,599
remember, the human being is 
incredibly adaptive, right? 

342
00:17:25,599 --> 00:17:28,300
And, and it's meant to be a good
thing, but it can be a curse. 

343
00:17:28,300 --> 00:17:31,000
Instead of a blessing, we adapt 
to things. 

344
00:17:31,200 --> 00:17:33,900
Consider the normal. 
And so these owners of 

345
00:17:33,900 --> 00:17:37,900
businesses will think that their
people are at a certain level or

346
00:17:37,900 --> 00:17:40,800
a certain intellectual 
understanding or a certain 

347
00:17:40,800 --> 00:17:44,500
relational understanding with 
the public that they're simply 

348
00:17:44,500 --> 00:17:47,800
not as often when I get called 
for Consulting. 

349
00:17:48,100 --> 00:17:51,100
The ownership of the dealership 
is assuming that I'm going to 

350
00:17:51,100 --> 00:17:53,600
come in as a consultant. 
I'm going to help them raise 

351
00:17:53,600 --> 00:17:56,300
their gross profit from, you 
know, eight percent to 11 

352
00:17:56,300 --> 00:17:59,000
percent, or I'm going to and 
they start getting into the 

353
00:17:59,000 --> 00:18:01,400
nitty-gritty of numbers and 
sheets. 

354
00:18:01,400 --> 00:18:03,100
And, and things that might look 
a little bit more. 

355
00:18:03,100 --> 00:18:05,600
Like they're Spader training if 
they're in a fader 20 group. 

356
00:18:06,500 --> 00:18:09,400
But then I go to do a visit or I
talked to their service writers 

357
00:18:09,400 --> 00:18:14,100
or managers to resume call, or 
through an in-person visit and I

358
00:18:14,100 --> 00:18:17,200
realized holy crud. 
This person doesn't really 

359
00:18:17,200 --> 00:18:21,500
understand how to use the phone 
as an effective sales tool yet. 

360
00:18:21,500 --> 00:18:24,700
And as you know, being a service
writer, you can make a lot of 

361
00:18:24,708 --> 00:18:27,900
your sales on the phone and so 
it's like wait a minute, you 

362
00:18:27,900 --> 00:18:30,500
know, we need to get back to the
basics and it's part of that 

363
00:18:30,600 --> 00:18:34,900
that holder As mentality, right?
We have accepted took the 

364
00:18:34,900 --> 00:18:38,700
current Norm as being okay, as 
being the norm and thinking, 

365
00:18:38,700 --> 00:18:41,400
that, that's what we get and 
it's not, we can we can make 

366
00:18:41,400 --> 00:18:43,200
that change. 
We can clean the Howell so we 

367
00:18:43,200 --> 00:18:47,600
can start over. 
I feel like you and I've talked 

368
00:18:47,600 --> 00:18:50,100
about this before and I don't 
know if it was on the last time 

369
00:18:50,100 --> 00:18:54,300
we were on or just offline. 
But, you know, the opportunity, 

370
00:18:54,400 --> 00:18:57,700
you know, and the service end of
the house, especially that 

371
00:18:57,700 --> 00:19:01,100
exists, you know? 
Now, that, you know, not 

372
00:19:01,100 --> 00:19:03,900
everybody wants to jump in the 
car at the moment and drive to 

373
00:19:03,908 --> 00:19:06,000
your dealership and they're 
willing to do more and more 

374
00:19:06,600 --> 00:19:10,700
online expectations of grown on 
what that can do or like this, 

375
00:19:10,700 --> 00:19:14,900
you know, communicating via 
phone or video messaging, sort 

376
00:19:14,900 --> 00:19:18,900
of Setup and Automotive I think 
has been doing that for a lot a 

377
00:19:18,900 --> 00:19:21,900
whole lot longer and Powersports
has been resistant. 

378
00:19:21,900 --> 00:19:25,900
I think to leaning to it. 
Is this going to be the time 

379
00:19:25,900 --> 00:19:30,200
that that all has to shift and 
the in person has to you know, 

380
00:19:30,200 --> 00:19:33,100
will potentially be secondary to
all the communication that we'll

381
00:19:33,100 --> 00:19:37,500
be adding these other methods. 
Well, I look forward to a 

382
00:19:37,500 --> 00:19:39,000
changing, to be honest with you,
Brian. 

383
00:19:39,000 --> 00:19:42,800
I think that now now is a 
perfect time for a transition. 

384
00:19:44,000 --> 00:19:47,400
We could take any of our 
business practices right now, 

385
00:19:47,800 --> 00:19:51,300
with the covid crisis, and just 
change it. 

386
00:19:51,300 --> 00:19:53,900
We could say, okay, well now 
we're going to go this direction

387
00:19:54,800 --> 00:19:59,800
and you know the circumstance 
but pops eater Venus of what 

388
00:19:59,800 --> 00:20:02,200
we're working in right now. 
Like I'm making up words right 

389
00:20:02,200 --> 00:20:04,800
there but the coffee turbulence 
of what we're dealing with right

390
00:20:04,800 --> 00:20:09,200
now allows us to change whatever
we want and and then set that as

391
00:20:09,200 --> 00:20:13,200
a new Norm for to move forward 
for the next 30 or 60 days, you 

392
00:20:13,200 --> 00:20:15,700
know, Then evaluate it as 
leaders and go. 

393
00:20:16,000 --> 00:20:19,200
This was a good direction. 
We saw some growth this way or a

394
00:20:19,200 --> 00:20:21,100
that's unfortunate. 
We thought it would be a good 

395
00:20:21,100 --> 00:20:23,600
idea but it didn't work out. 
Let's go a different direction 

396
00:20:23,900 --> 00:20:26,900
but but now's the time where we 
could make some changes and be 

397
00:20:26,900 --> 00:20:28,800
you know and show some 
leadership in that direction. 

398
00:20:30,700 --> 00:20:36,600
So that would that would imply 
to me that if somebody's maybe 

399
00:20:36,600 --> 00:20:39,800
good at adapting and they're 
good at kind of going with the 

400
00:20:39,800 --> 00:20:43,300
flow and making the best of what
they get at this point. 

401
00:20:43,400 --> 00:20:45,700
It might be a time to draw the 
line in the sand, right? 

402
00:20:45,700 --> 00:20:51,500
And and say get out the the 
drafting paper and board and 

403
00:20:51,900 --> 00:20:55,600
your fancy mechanical pencil and
lets you know, make sure you 

404
00:20:55,600 --> 00:20:59,800
draft out your plans and goals 
and what you want versus go with

405
00:20:59,800 --> 00:21:03,200
the flow and get what you get 
and make the best of it, right. 

406
00:21:03,200 --> 00:21:05,600
Make that shift, might be a 
perfect time for the line. 

407
00:21:05,600 --> 00:21:08,500
Exactly. 
You know, a leader that is 

408
00:21:08,500 --> 00:21:10,900
comfortable with change. 
A leader that's comfortable with

409
00:21:10,900 --> 00:21:14,400
communication. 
I think this is It's not just 

410
00:21:14,400 --> 00:21:16,100
people that are willing to make 
changes that are going to 

411
00:21:16,100 --> 00:21:19,400
succeed, because making the 
change might alienate people, 

412
00:21:19,400 --> 00:21:22,900
some people hate change, right? 
So, if you're comfortable with 

413
00:21:22,900 --> 00:21:26,000
change, you also need to be 
comfortable with communication 

414
00:21:26,000 --> 00:21:28,500
and connection, right? 
Like, it's one thing to 

415
00:21:28,500 --> 00:21:32,200
communicate and throw some 
information on social or to send

416
00:21:32,200 --> 00:21:35,100
out a mass email or something. 
But it's a different matter to 

417
00:21:35,100 --> 00:21:37,100
make sure that, that 
communication connects. 

418
00:21:37,700 --> 00:21:41,100
And so, you know, by leveraging 
relationship with customers, by 

419
00:21:41,100 --> 00:21:43,300
leveraging relationships with 
you. 

420
00:21:43,400 --> 00:21:46,900
No partnering type businesses in
the in the area in your region 

421
00:21:47,600 --> 00:21:50,000
you can have a lot more positive
effect. 

422
00:21:50,100 --> 00:21:55,400
And so I've been trying to work 
with dealers to say hey those of

423
00:21:55,400 --> 00:21:58,300
you that are okay with change 
let's Institute some change. 

424
00:21:58,300 --> 00:22:00,900
What's discussed with change 
look like you know, for your 

425
00:22:00,900 --> 00:22:03,900
business and then let's discuss 
how we're going to communicate. 

426
00:22:03,900 --> 00:22:07,400
Those changes and leverage 
relationships with others, to 

427
00:22:07,408 --> 00:22:09,700
have a positive effect. 
And then how are we going to 

428
00:22:09,700 --> 00:22:12,400
measure that positive effect 
over the next 30? 

429
00:22:12,500 --> 00:22:14,300
60 90 days? 
Make sure we're going in the 

430
00:22:14,308 --> 00:22:18,200
right direction and it's been 
interesting because some people 

431
00:22:18,200 --> 00:22:21,100
are actually experiencing growth
right now, you know, during the 

432
00:22:21,100 --> 00:22:24,700
quarantine, they've got more 
service work than they've had in

433
00:22:24,700 --> 00:22:28,400
the past. 
I talked to a shop last week, 

434
00:22:28,400 --> 00:22:31,000
they're on a three-week, wait 
already to get another shop and 

435
00:22:31,000 --> 00:22:34,100
get something worked on. 
So now that brings up the second

436
00:22:34,100 --> 00:22:36,900
part of my training which is 
like okay, once your business 

437
00:22:36,900 --> 00:22:39,800
increases, how are you going to 
increase your productivity and 

438
00:22:39,800 --> 00:22:42,800
Effectiveness to get the work 
done more quickly, right? 

439
00:22:42,800 --> 00:22:44,100
Does it mean hi. 
Hiring more people. 

440
00:22:44,100 --> 00:22:46,900
Does it mean modifying your 
techniques behind the scenes? 

441
00:22:48,100 --> 00:22:49,300
That's a whole different 
discussion. 

442
00:22:49,900 --> 00:22:52,700
But it's been interesting to see
that people that focus on 

443
00:22:52,700 --> 00:22:56,600
communication and connection are
seeing growth, whereas people 

444
00:22:56,600 --> 00:22:59,800
that are calling up and say, you
know, there's the scarcity 

445
00:22:59,800 --> 00:23:02,300
mindset and there's the 
abundance mindset, right? 

446
00:23:02,400 --> 00:23:05,600
So, if you're a general manager,
and you've got a two-year-old 

447
00:23:05,700 --> 00:23:09,700
Ninja, 300 on the floor that 
you're playing for plan on, you 

448
00:23:09,700 --> 00:23:11,200
might be telling your 
salespeople. 

449
00:23:11,400 --> 00:23:14,000
Hey, you're going to go through 
this nameless and your All of 

450
00:23:14,000 --> 00:23:16,900
our previous customers and hope 
somebody buys that Ninja 300, 

451
00:23:16,900 --> 00:23:18,400
that thing's got to go this 
weekend. 

452
00:23:18,800 --> 00:23:21,600
You know, that's a scarcity 
mindset, whereas calling 

453
00:23:21,600 --> 00:23:24,600
existing customers and saying, 
hey, I know, it's been a while 

454
00:23:24,600 --> 00:23:27,200
since you've been in, you know, 
we want to let you know, the, a,

455
00:23:27,200 --> 00:23:29,000
we're open. 
If you need anything or service 

456
00:23:29,000 --> 00:23:31,300
department is open, our sales 
department, open our parts 

457
00:23:31,300 --> 00:23:34,000
department, open, whatever that 
scenario is. 

458
00:23:34,200 --> 00:23:36,100
But you know, you call them and 
say, hey, we just want to make 

459
00:23:36,108 --> 00:23:38,400
sure you guys, okay. 
Do you know anyone that sick? 

460
00:23:38,400 --> 00:23:41,000
Is anyone in your family, sick? 
You know, if you're a person of 

461
00:23:41,000 --> 00:23:41,900
Faith, might save it. 
Okay. 

462
00:23:41,900 --> 00:23:46,100
If I pray for you or whatever 
that relationship, right? 

463
00:23:46,200 --> 00:23:49,500
And it's just maintaining or 
building that relationship and 

464
00:23:49,500 --> 00:23:53,200
it's the people of the community
feels that connection and they 

465
00:23:53,200 --> 00:23:55,700
know you're open. 
Well, then you may experience a 

466
00:23:55,700 --> 00:23:58,000
growth in sales, which is what's
been happening at some of the 

467
00:23:58,000 --> 00:24:00,100
folks that have leveraged 
relationships that work with me.

468
00:24:01,500 --> 00:24:04,000
Yeah, I mean, from a, mine 
spits, pretty simple concept, 

469
00:24:04,000 --> 00:24:07,700
right? 
If you know, if if you're so far

470
00:24:07,700 --> 00:24:10,800
out of friend of mine that 
you're not in mind, you might be

471
00:24:10,800 --> 00:24:13,100
the local the local shop to 
somebody. 

472
00:24:13,100 --> 00:24:15,400
But That, you know, maybe 
they're shopping, and maybe 

473
00:24:15,400 --> 00:24:18,400
they've gone off that sort of 
that down that rabbit hole of a 

474
00:24:19,100 --> 00:24:21,100
different brand and they're 
looking at your competitors 

475
00:24:21,300 --> 00:24:22,700
site. 
I was going to as you were 

476
00:24:22,700 --> 00:24:25,400
saying that, it got me thinking,
you know, I'm constantly in and 

477
00:24:25,400 --> 00:24:28,900
out of with cycle trader, and RV
trailer in the parts that I do 

478
00:24:28,900 --> 00:24:30,300
there. 
I'm constantly looking at 

479
00:24:30,900 --> 00:24:34,900
dealers listings on Trader. 
I'm looking at their portal, the

480
00:24:34,900 --> 00:24:36,800
back end. 
We call it Trader track. 

481
00:24:36,800 --> 00:24:40,000
So, I'm looking at that for all 
the stats that are in, you know,

482
00:24:40,000 --> 00:24:43,000
in to see what stands out at me 
as positives. 

483
00:24:43,000 --> 00:24:45,500
And Red flags you know negatives
that you know okay. 

484
00:24:45,500 --> 00:24:47,900
Is this something that's did 
something come disconnected in 

485
00:24:47,900 --> 00:24:50,500
our in our technology and it's 
not doing something right? 

486
00:24:51,300 --> 00:24:54,400
What I tend to do that, a lot of
times is I'll go to the listings

487
00:24:54,800 --> 00:24:57,000
through the portal and I can 
click through and make sure okay

488
00:24:57,000 --> 00:24:59,700
is this directly connecting as 
it should kind of vdp2. 

489
00:24:59,700 --> 00:25:03,200
Vtp means you know our add 
detail page to there's on their 

490
00:25:03,200 --> 00:25:07,300
page if that exists. 
But what I tend to find here in 

491
00:25:07,300 --> 00:25:11,200
this last month that stood out 
to me quite a bit is is maybe a 

492
00:25:11,208 --> 00:25:14,500
lack of communication. 
And again that Of front of mind 

493
00:25:14,500 --> 00:25:17,500
and maybe putting people at 
ease, right? 

494
00:25:17,500 --> 00:25:21,600
So, I'm picturing myself as a as
a customer clicking through and 

495
00:25:21,600 --> 00:25:24,500
I go over to their website and 
if you know, let's say, I just 

496
00:25:24,500 --> 00:25:26,900
land on their main page of their
website. 

497
00:25:27,300 --> 00:25:30,400
And there's zero mention about 
what the heck is going on right 

498
00:25:30,400 --> 00:25:32,700
now. 
You know the old like that. 

499
00:25:32,700 --> 00:25:36,700
Don't mention it because it's 
not something good to talk about

500
00:25:36,900 --> 00:25:39,600
it's you know, as I look at it 
I'm kind of shaking my head like

501
00:25:39,900 --> 00:25:41,400
okay so I need to let these guys
know. 

502
00:25:41,400 --> 00:25:46,400
Hey do you have you thought 
about Out or why aren't you, you

503
00:25:46,400 --> 00:25:48,700
know, discussing that elephant 
in the room? 

504
00:25:49,000 --> 00:25:51,600
You know, there's a big elephant
and if they somebody lands on 

505
00:25:51,608 --> 00:25:55,200
your page and there's zero 
conversation about, you know, oh

506
00:25:55,200 --> 00:25:59,500
here's a separate separate page 
within our website or here's a 

507
00:25:59,500 --> 00:26:03,000
little Banner that comes up. 
It's at right at entry point of 

508
00:26:03,000 --> 00:26:07,500
your site because there's, you 
know, guys like me who walk 

509
00:26:07,500 --> 00:26:09,700
around, you know, I don't walk 
around, it's been hide in the 

510
00:26:09,700 --> 00:26:11,700
house a whole lot, but when I go
to the grocery store, when I go 

511
00:26:11,700 --> 00:26:13,200
to the hardware store, I did not
wear a mask. 

512
00:26:13,300 --> 00:26:16,000
Ask I'm being as smart as I can,
I'm not wearing a mask. 

513
00:26:16,000 --> 00:26:19,300
That's me. 
And then you've got all these 

514
00:26:19,300 --> 00:26:22,100
other folks that I see with 
masks and probably a lot of 

515
00:26:22,100 --> 00:26:24,100
people who are thinking, man, I 
really would love to go do that.

516
00:26:24,100 --> 00:26:27,400
What a great escape mechanism 
for all of this shut-in. 

517
00:26:27,400 --> 00:26:29,400
We've been having to go ride a 
motorcycle, to go. 

518
00:26:29,400 --> 00:26:31,300
Grab an RV, and go camping to 
grab a boat. 

519
00:26:31,300 --> 00:26:34,400
And go hit the waterways that 
just opened up or whatever. 

520
00:26:35,400 --> 00:26:38,900
But some of those, by the time 
they go and look like, you know,

521
00:26:38,908 --> 00:26:42,900
if they're in in sort of the 
more fear mindset, they may not 

522
00:26:42,900 --> 00:26:44,600
go any further. 
They may say, this person is 

523
00:26:44,600 --> 00:26:47,500
even reference this exists. 
I don't know what they would. 

524
00:26:47,500 --> 00:26:49,600
Probably try to shake my hand to
give me a hug when I walked in 

525
00:26:49,600 --> 00:26:50,600
there. 
No, thanks. 

526
00:26:51,800 --> 00:26:54,600
What do you think about that? 
Are you seeing that yourself? 

527
00:26:56,100 --> 00:26:59,800
Well, one of the best examples 
that I saw and is it okay to 

528
00:26:59,800 --> 00:27:02,100
mention a dealer specifically on
your show sir? 

529
00:27:03,200 --> 00:27:06,700
Okay, one of the best examples 
that I saw, right? 

530
00:27:06,700 --> 00:27:11,300
When the covid crisis, broke out
was Scott Cloninger, leverage, 

531
00:27:11,300 --> 00:27:14,500
the email list at Triumph of 
Albuquerque. 

532
00:27:14,600 --> 00:27:17,000
You know what I live in Southern
California now, right? 

533
00:27:17,000 --> 00:27:20,300
But I still get the free email 
and it was it was very direct. 

534
00:27:20,700 --> 00:27:22,600
We're still open. 
This is what we've done. 

535
00:27:22,600 --> 00:27:26,500
We've cleaned we sterilize were 
enforcing Distancing no more 

536
00:27:26,500 --> 00:27:29,300
than six people allowed in the 
showroom at a fine, you know, 

537
00:27:29,300 --> 00:27:31,800
Bam, Bam, Bam. 
Like this is how you were going 

538
00:27:31,800 --> 00:27:36,700
to do business and to me, it 
just jump off the page and this 

539
00:27:36,700 --> 00:27:38,400
was right at the beginning of 
the crisis. 

540
00:27:38,500 --> 00:27:41,900
So, when I saw that, I was like,
this is exactly what I wrote my 

541
00:27:41,900 --> 00:27:46,500
blog post about this. 
This is an actionable example of

542
00:27:46,600 --> 00:27:51,400
what I yeah, connection, you 
know, communicate connect and 

543
00:27:51,400 --> 00:27:54,500
invite people to come and don't 
pressure them to come in. 

544
00:27:54,500 --> 00:27:57,200
It wasn't like you. 
Now, during the covid crisis 

545
00:27:57,200 --> 00:27:59,300
today and today, only, you're 
going to get 20% off. 

546
00:27:59,300 --> 00:28:01,400
It wasn't, it wasn't cheesy like
that. 

547
00:28:01,400 --> 00:28:05,400
It was, hey, if you're looking 
social distancing is now cool, 

548
00:28:05,400 --> 00:28:08,100
right? 
When they said you can ride a 

549
00:28:08,100 --> 00:28:10,200
motorcycle during the crisis. 
I thought to myself. 

550
00:28:10,208 --> 00:28:13,100
Wow. 
How many trap people in their 

551
00:28:13,100 --> 00:28:16,500
homes, male or female would love
to just get out and go for a 

552
00:28:16,500 --> 00:28:18,600
motorcycle ride right now. 
Like now you want to do 

553
00:28:18,600 --> 00:28:22,000
something by yourself more than 
ever and social distancing is 

554
00:28:22,000 --> 00:28:23,400
now cool. 
Again, it's like we might 

555
00:28:23,400 --> 00:28:26,100
actually see an upswing, you 
know, the Covid crisis. 

556
00:28:26,100 --> 00:28:29,000
Might actually launch the 
motorcycle business, you know, 

557
00:28:29,000 --> 00:28:32,200
early this year. 
And it's like, if you look at it

558
00:28:32,200 --> 00:28:34,700
from that perspective, it's 
like, oh wow, okay. 

559
00:28:34,700 --> 00:28:40,000
Now let people know how to do 
business what to expect and I 

560
00:28:40,000 --> 00:28:42,200
think they know that all the 
head and that was, you know, I'm

561
00:28:42,200 --> 00:28:44,600
going to say it was over a month
ago, that I got that email this 

562
00:28:44,600 --> 00:28:47,400
point, but I thought that was a 
great way to react. 

563
00:28:47,400 --> 00:28:52,200
Well, I totally agree and I can 
relate because, you know, I'm in

564
00:28:52,208 --> 00:28:55,200
the house, my wife's working 
from home, we're both trying to 

565
00:28:55,200 --> 00:28:56,900
help. 
Have you know, little kids in 

566
00:28:56,900 --> 00:28:59,500
elementary school that we're 
trying to keep from getting too 

567
00:28:59,500 --> 00:29:02,000
much screen time that we're 
sitting there showing them how 

568
00:29:02,000 --> 00:29:04,700
to click and do their homework 
on the damn computer. 

569
00:29:05,200 --> 00:29:08,100
So it becomes an all-day 
proposition for four of us. 

570
00:29:08,100 --> 00:29:10,600
And then keeping the kids who 
get too much screen time from 

571
00:29:10,600 --> 00:29:12,400
going at it. 
So I can tell you and I can 

572
00:29:12,400 --> 00:29:16,200
relate that what I do is find 
the window where I say, hey, I 

573
00:29:16,200 --> 00:29:18,700
got everybody lunch figured out.
Hey, you mind if I go for a ride

574
00:29:18,700 --> 00:29:22,800
real quick, go out and my 
motorcycle, I'm gone for 45 

575
00:29:22,800 --> 00:29:25,400
minutes to an hour, drop of a 
hat, just to be out in May. 

576
00:29:25,500 --> 00:29:27,100
And I could tell you, it's never
felt so good. 

577
00:29:27,100 --> 00:29:30,900
So if your thing is going out in
the RV and getting out in your 

578
00:29:30,900 --> 00:29:33,700
friends property, you know, your
friend as farm and you say, hey,

579
00:29:33,700 --> 00:29:35,400
can I go over in the corner of 
that? 

580
00:29:35,700 --> 00:29:38,400
Lot right there and put my 
review up for a few days or a 

581
00:29:38,400 --> 00:29:40,200
week and, you know, I don't 
know. 

582
00:29:40,300 --> 00:29:42,600
Then the same with obviously all
these other Industries and what 

583
00:29:42,600 --> 00:29:46,400
excited sort of your, your 
favorite, you know, thing to do 

584
00:29:46,400 --> 00:29:48,800
is. 
It's, I agree. 

585
00:29:48,800 --> 00:29:52,100
And I've seen, you know, and 
what I look at here in my 

586
00:29:52,100 --> 00:29:55,100
territory, where I sit them in, 
Oregon and Washington and 

587
00:29:55,100 --> 00:29:58,800
Washington, Anton right now. 
Cannot sell a motor vehicle. 

588
00:29:58,800 --> 00:30:01,700
I don't know about cars if 
they're allowing that yet, but 

589
00:30:01,700 --> 00:30:04,600
Right Now, Powersports dealers. 
There cannot an RV. 

590
00:30:04,600 --> 00:30:09,200
They cannot sell a unit service 
and sales are I'm hoping or 

591
00:30:09,200 --> 00:30:11,200
busy. 
I can tell you that the dealers 

592
00:30:11,200 --> 00:30:14,100
on the other side of the river 
here in Oregon are really busy 

593
00:30:14,100 --> 00:30:17,000
because they can sell. 
So of course, there's that a 

594
00:30:17,000 --> 00:30:21,500
that built up, pent-up demand 
and it's spilling over. 

595
00:30:21,600 --> 00:30:24,800
So, I think a lot of that is 
going on right now as we speak. 

596
00:30:26,700 --> 00:30:28,900
And Brian there's so many ways 
that the dealers. 

597
00:30:28,900 --> 00:30:31,100
Let's say you are in Washington,
and you're not allowed so 

598
00:30:31,100 --> 00:30:33,100
motorcycles right now. 
Okay. 

599
00:30:33,100 --> 00:30:36,200
I totally get that and there's 
rules. 

600
00:30:36,200 --> 00:30:38,400
I read somewhere in Washington 
where you're only going to have 

601
00:30:38,400 --> 00:30:40,500
like one person in the building 
and they can only be there 

602
00:30:40,500 --> 00:30:43,200
during the duration of a 
Salesman for automotive and they

603
00:30:43,200 --> 00:30:45,200
can only be in there during the 
duration of the sale. 

604
00:30:45,200 --> 00:30:48,500
And it's the customer has 
approved that they're replacing 

605
00:30:48,500 --> 00:30:51,100
a total vehicle or something. 
Like it's a replacement vehicle 

606
00:30:51,100 --> 00:30:54,800
not just buying a vehicle. 
And so I'm like, okay, so what's

607
00:30:54,900 --> 00:30:57,800
so in my My line of work, I'm 
doing well, let's assume that 

608
00:30:57,800 --> 00:31:01,000
the Washington dealers are out 
because I'm like, okay, they're 

609
00:31:01,000 --> 00:31:04,100
out for now but they're not out 
for now, right then. 

610
00:31:04,100 --> 00:31:08,800
That's where that's where I talk
about leadership in a crisis, 

611
00:31:08,800 --> 00:31:12,800
like, right now, if you're a 
dealer owner, or a dealer 

612
00:31:12,800 --> 00:31:16,600
general manager and you're faced
with, what am I going to do with

613
00:31:16,600 --> 00:31:18,900
my staff? 
Like, I don't want to lose them,

614
00:31:18,900 --> 00:31:20,700
right? 
Because here's the worst thing 

615
00:31:20,700 --> 00:31:24,800
that can happen to our industry.
We alienate our employees, and 

616
00:31:24,800 --> 00:31:27,800
after sending them home on 4, 
Low or laying them off. 

617
00:31:28,100 --> 00:31:31,100
They leave right? 
And we're already in a deficit 

618
00:31:31,100 --> 00:31:33,200
for qualified people in our 
industry to work with our 

619
00:31:33,200 --> 00:31:36,600
customers. 
So if we lose these people and 

620
00:31:36,600 --> 00:31:40,300
then all of a sudden, the 
quarantine gets lifted and the 

621
00:31:40,300 --> 00:31:44,800
business can open and employees 
don't show up if you are going 

622
00:31:44,800 --> 00:31:48,700
into the heat of the Season 
where it may be busy, and you 

623
00:31:48,700 --> 00:31:51,900
have no skilled staff on hand, 
that is probably the worst thing

624
00:31:51,900 --> 00:31:54,200
that can happen to our industry 
this year, right? 

625
00:31:54,200 --> 00:31:57,200
Is like, imagine we can reopen 
But now there's no one to serve 

626
00:31:57,200 --> 00:32:00,100
the client. 
We can which is a big stack of 

627
00:32:00,100 --> 00:32:02,800
pent-up demand, it'll all come 
flooding in. 

628
00:32:02,900 --> 00:32:04,500
Yeah, what I'm saying? 
Yes. 

629
00:32:05,200 --> 00:32:07,100
Yeah. 
And the cost of onboarding new 

630
00:32:07,100 --> 00:32:10,000
employees, these small 
businesses can't deal with, you 

631
00:32:10,000 --> 00:32:12,600
know, all of the HR and 
insurance and, you know, 

632
00:32:12,600 --> 00:32:16,700
bringing people in and training 
them and, you know, we would 

633
00:32:16,700 --> 00:32:19,500
find a lot of on the pop shops. 
We fight easier just to close 

634
00:32:19,500 --> 00:32:21,100
the business than just start 
over. 

635
00:32:21,600 --> 00:32:24,100
And so, you know, this were 
setting ourselves up for 

636
00:32:24,100 --> 00:32:28,000
something - but if we take a 
Leadership stance and we go wait

637
00:32:28,000 --> 00:32:31,100
a minute, you know like I was 
just talking about customer 

638
00:32:31,100 --> 00:32:33,500
communication, right? 
I was talking about like we make

639
00:32:33,500 --> 00:32:35,700
an assumption that our employees
are at a certain level that 

640
00:32:35,700 --> 00:32:38,800
they're not. 
Well what do they take training 

641
00:32:38,800 --> 00:32:41,600
through Monumental loss? 
Or they do training with Spader 

642
00:32:41,600 --> 00:32:44,200
or with garage Composites or any
of these other groups? 

643
00:32:44,700 --> 00:32:46,600
You know, let's invest in our 
people. 

644
00:32:46,600 --> 00:32:48,700
Let's show our people that were 
willing to make an investment in

645
00:32:48,700 --> 00:32:51,500
the right. 
It might not be a steady 

646
00:32:51,500 --> 00:32:54,500
paycheck. 
There might be a reduced check, 

647
00:32:54,800 --> 00:32:57,600
but if we say hey I've got, you 
know, I'm going to cover your 

648
00:32:57,600 --> 00:33:00,500
lynda.com training which is 
probably the cheapest form of 

649
00:33:00,500 --> 00:33:03,100
training you can get 
professional development, right?

650
00:33:03,100 --> 00:33:05,100
I want you to learn, you know, 
how to work better with 

651
00:33:05,100 --> 00:33:06,500
spreadsheets. 
I want you to learn how to work 

652
00:33:06,500 --> 00:33:10,100
better with sales communication.
I want you to learn how to work 

653
00:33:10,100 --> 00:33:13,500
better with CRM tools. 
I mean, Now's the Time where we 

654
00:33:13,500 --> 00:33:17,700
can really develop these people 
write and find a way to keep 

655
00:33:17,700 --> 00:33:21,300
them employed to keep them, you 
know, gaining an income while 

656
00:33:21,300 --> 00:33:25,300
we're investing in them. 
M and if people see us as 

657
00:33:25,300 --> 00:33:27,800
Leaders of an industry, you 
know, kind of stretching the 

658
00:33:27,800 --> 00:33:30,600
rules and finding ways to keep 
people employed and invest in 

659
00:33:30,600 --> 00:33:34,000
them at this, trying time will 
earn again more of that 

660
00:33:34,000 --> 00:33:37,100
relationship and more of that 
loyalty moving forward, which 

661
00:33:37,100 --> 00:33:39,400
one the quarantine the list is 
only going to help our business.

662
00:33:40,700 --> 00:33:44,000
And you had mentioned on their 
lynda.com, which, I know I heard

663
00:33:44,000 --> 00:33:46,600
of but I just looked it up. 
So I could reference it again in

664
00:33:46,600 --> 00:33:48,600
case somebody thinks they have 
to back up and listen to it 

665
00:33:48,600 --> 00:33:54,500
again, it's lynda.30 cam Linda 
with a why.com and it looks 

666
00:33:54,500 --> 00:33:57,000
like, is it part of LinkedIn? 
Is that what it is? 

667
00:33:58,100 --> 00:34:01,400
Yeah, LinkedIn got involved. 
I would say a year or two ago 

668
00:34:01,400 --> 00:34:03,200
with with Linda and took it 
over. 

669
00:34:03,200 --> 00:34:08,000
I think they bought it and I've 
used it commercially with with 

670
00:34:08,000 --> 00:34:12,800
other clients like in Learning 
management system Ayah 14 

671
00:34:12,800 --> 00:34:15,500
courses, right? 
In the lynda.com, they have, you

672
00:34:15,500 --> 00:34:18,400
know, hundreds or thousands of 
courses and very specific. 

673
00:34:18,699 --> 00:34:21,500
And so it's a great tool 
corporately to use with people 

674
00:34:21,500 --> 00:34:24,000
and say, oh, do you need help 
with you know how Microsoft 

675
00:34:24,000 --> 00:34:26,900
Access works. 
You need help with, you know, 

676
00:34:27,000 --> 00:34:29,500
you pick it and there's a course
on there to help you with it. 

677
00:34:30,000 --> 00:34:33,199
And so, it's a really good way 
to invest in your people and it 

678
00:34:33,199 --> 00:34:36,800
shows and it. 
But I was just gonna say sweet, 

679
00:34:36,800 --> 00:34:38,500
I just noticed there's a 
photography course. 

680
00:34:38,500 --> 00:34:40,300
So all the dealers can have lots
of photos. 

681
00:34:40,400 --> 00:34:43,000
Those now. 
Oh, dude. 

682
00:34:43,000 --> 00:34:47,199
It's like I said, it covers 
everything and so it's one of 

683
00:34:47,199 --> 00:34:51,900
those things where now, when I, 
when I talked to dealers that no

684
00:34:51,900 --> 00:34:55,900
haven't spoken to me yet, right?
Like like so, we're well into 

685
00:34:55,900 --> 00:34:58,900
the covid crisis, right? 
And I'm still reaching out and 

686
00:34:58,900 --> 00:35:02,300
poking up with dealers, but I 
haven't spoken with previously 

687
00:35:02,300 --> 00:35:03,800
about training and about helping
them. 

688
00:35:03,800 --> 00:35:07,700
And I can't, I refuse to be one 
of those used car, salesman 

689
00:35:07,700 --> 00:35:11,200
pipes during the crisis and like
trying to real pushy, I just try

690
00:35:11,200 --> 00:35:13,500
to offer value. 
Offer some advice and if they 

691
00:35:13,500 --> 00:35:17,500
want more there's plenty more 
where that came from and when 

692
00:35:17,500 --> 00:35:19,900
I'm talking to them, I'll say 
well, how are you keeping your 

693
00:35:19,900 --> 00:35:21,800
people busy? 
Now like if your business is 

694
00:35:21,800 --> 00:35:27,000
closed and some of them are 
right, how can you leverage your

695
00:35:27,000 --> 00:35:30,400
staff using social distancing 
and being safe and keeping the 

696
00:35:30,400 --> 00:35:33,000
place clean? 
How can you leverage them to do 

697
00:35:33,000 --> 00:35:36,000
work for you? 
That will make you relaunch from

698
00:35:36,000 --> 00:35:39,500
a more successful standpoint and
I go, you know, what does your 

699
00:35:39,500 --> 00:35:42,000
showroom look like? 
If it's a line of motorcycles, 

700
00:35:42,100 --> 00:35:43,800
Cycles. 
You know, for different brands, 

701
00:35:43,800 --> 00:35:47,300
park outside the side, to side 
to side, pull all the bikes 

702
00:35:47,300 --> 00:35:49,600
outside. 
You know, detail cleaning the 

703
00:35:49,600 --> 00:35:52,500
whole showroom from one side to 
the other, maybe paint a wall, 

704
00:35:52,500 --> 00:35:55,400
put in some new ceiling tiles, 
whatever it is, you got to do to

705
00:35:55,400 --> 00:35:58,300
dress up your, you know, some 
people have go from incandescent

706
00:35:58,300 --> 00:36:01,000
lights, the LED lights in their 
showroom, see an amazing 

707
00:36:01,000 --> 00:36:02,700
difference to the from that 
presentation. 

708
00:36:03,100 --> 00:36:05,800
And then when you put the bikes 
back in, don't put them, you 

709
00:36:05,800 --> 00:36:09,500
know, in a boring lineup, put 
them in like, semicircular 

710
00:36:09,500 --> 00:36:11,900
groups of like adventure bike, 
sport bikes. 

711
00:36:12,100 --> 00:36:15,600
A purpose bikes, you know, 
dirtbikes Motocross KTM bees, 

712
00:36:15,600 --> 00:36:20,100
you TV group them, and then take
accessories and accessorize the 

713
00:36:20,100 --> 00:36:22,800
displays. 
So that you are already 

714
00:36:22,800 --> 00:36:26,000
building, you know, that that 
messaging that, that symbolic 

715
00:36:26,000 --> 00:36:28,200
messaging of bundling, your 
sales. 

716
00:36:28,600 --> 00:36:31,700
And when you reopen, you can 
say, Welcome to our grand 

717
00:36:31,700 --> 00:36:33,800
reopening. 
We've redone our showroom. 

718
00:36:33,900 --> 00:36:37,500
We want to give people an 
experience and train your sales 

719
00:36:37,500 --> 00:36:41,000
people on how to deal with this 
new point of purchase displays 

720
00:36:41,000 --> 00:36:43,700
system. 
You know, Implement a pit stop 

721
00:36:43,700 --> 00:36:48,000
sales strategy that takes people
from from sales to F&I two parts

722
00:36:48,000 --> 00:36:50,400
and then delivery through 
service because when the 

723
00:36:50,408 --> 00:36:54,900
quarantine lists again you'll be
in that position to take a look 

724
00:36:54,900 --> 00:36:58,900
at all those friction point, for
all of those missing elements of

725
00:36:58,900 --> 00:37:03,400
fail, and rebuild the sales 
experience and launch that as, 

726
00:37:03,400 --> 00:37:05,700
you know, a new relaunch can get
you to change your entire 

727
00:37:05,700 --> 00:37:09,000
business strategy. 
And from the service perspective

728
00:37:09,000 --> 00:37:11,600
because I know that this called,
about six stops not necessarily 

729
00:37:11,600 --> 00:37:14,700
say, Sales you know when's the 
last time you pulled everything 

730
00:37:14,700 --> 00:37:17,700
out of the shop and you cleaned 
it from wall to wall and you 

731
00:37:17,700 --> 00:37:20,400
made the technicians throw away,
all that crap they save under 

732
00:37:20,400 --> 00:37:22,400
there under their workbench 
right? 

733
00:37:22,400 --> 00:37:24,100
All those extra parts where they
save and go. 

734
00:37:24,100 --> 00:37:26,800
I might need this next year. 
No, no it goes in the dumpster 

735
00:37:26,800 --> 00:37:28,900
or it goes to your own storage 
space. 

736
00:37:28,900 --> 00:37:32,500
But you know, this workspace 
needs to be clean and then clean

737
00:37:32,500 --> 00:37:34,300
whole place put into an LED 
lights. 

738
00:37:34,300 --> 00:37:39,200
You know, re epoxy the floor and
that will make your spaz so much

739
00:37:39,200 --> 00:37:44,600
more happier and active when 
time comes to get busy again, 

740
00:37:45,200 --> 00:37:48,300
you know, because whether it's 
technician, admits it or not, he

741
00:37:48,300 --> 00:37:51,500
loves it clean well-lit work 
state and it makes them more 

742
00:37:51,500 --> 00:37:54,000
productive and more efficient, 
which raises your problem. 

743
00:37:55,700 --> 00:37:58,700
Now's the Time to do it because 
if you're close what other time,

744
00:37:58,700 --> 00:38:01,000
you always said you couldn't do 
it because you were too busy and

745
00:38:01,000 --> 00:38:03,400
now you're not. 
Well, seems like, you know, if I

746
00:38:03,408 --> 00:38:07,200
were to kind of think about who 
who that would resonate best 

747
00:38:07,200 --> 00:38:08,700
with. 
I imagine if you've got your 

748
00:38:08,700 --> 00:38:12,700
ultimate ultimate, like type A 
Very Organized, they do this 

749
00:38:12,700 --> 00:38:14,400
stuff. 
Anyway, that's not really who 

750
00:38:14,400 --> 00:38:16,900
we're talking to, right? 
We're talking to the ones who 

751
00:38:16,900 --> 00:38:19,400
either right now for maybe not 
even their own fault, but 

752
00:38:19,400 --> 00:38:22,300
because of the question marks on
the timing of all this, right? 

753
00:38:22,400 --> 00:38:23,600
Like oh, can I even be in the 
store? 

754
00:38:23,600 --> 00:38:25,800
Is it like Close down. 
They turn my water off because I

755
00:38:25,808 --> 00:38:28,200
can't even go in there. 
Like, there's obviously these 

756
00:38:28,200 --> 00:38:31,800
variables but maybe the folks 
who maybe their mentality has 

757
00:38:31,800 --> 00:38:35,000
been when my backs against the 
wall when it's when they tell 

758
00:38:35,000 --> 00:38:38,400
me, when go time is and a tummy 
a week out out, then I'm going 

759
00:38:38,400 --> 00:38:39,800
to have her. 
We're going to do all this, 

760
00:38:39,800 --> 00:38:42,600
right? 
So it's probably those those 

761
00:38:42,600 --> 00:38:47,100
kind of guys that I think this 
really should hit home to take 

762
00:38:47,100 --> 00:38:50,100
the time now because, you know, 
we're not guaranteed. 

763
00:38:50,100 --> 00:38:53,200
You're going to have a two weeks
notice on when you can open, and

764
00:38:53,200 --> 00:38:54,900
then you're okay flip. 
The switch. 

765
00:38:54,900 --> 00:38:58,200
Let's go start doing all this 
you know with probably did they 

766
00:38:58,200 --> 00:39:00,700
open manufacturing facilities in
Italy yesterday? 

767
00:39:01,700 --> 00:39:03,900
That's all you know. 
Do drink bodies back to work. 

768
00:39:04,100 --> 00:39:05,700
Yeah. 
Ducatis back to work and be a 

769
00:39:05,700 --> 00:39:09,700
ghost is back to work Brembo. 
Brakes is back to work and there

770
00:39:09,700 --> 00:39:12,100
wasn't like they had three weeks
to prepare for it and like all 

771
00:39:12,100 --> 00:39:14,400
the sudden they're lo que I 
guess we can open on Monday. 

772
00:39:16,000 --> 00:39:18,200
You know and that's kind of what
we're going to see. 

773
00:39:18,200 --> 00:39:21,000
I think I think you know in 
disabilities are going to kind 

774
00:39:21,000 --> 00:39:22,400
of just make some rules and go. 
Okay. 

775
00:39:22,400 --> 00:39:24,500
Well I guess we can open this up
now and you're going to go and 

776
00:39:24,500 --> 00:39:27,400
that's up. 
Up, you know, and you want to be

777
00:39:27,400 --> 00:39:30,300
prepared, you want to be I want 
to be ready to communicate and 

778
00:39:30,300 --> 00:39:32,500
connect with your customers as 
they begin to come back into 

779
00:39:32,500 --> 00:39:37,300
your shop. 
Yeah, you know, I don't know if 

780
00:39:37,300 --> 00:39:42,000
I already told you this, but 
today's let's say today is the 

781
00:39:42,000 --> 00:39:48,700
28th of April. 
I am the 7th of April, went to 

782
00:39:48,800 --> 00:39:51,600
one of my area dealerships that 
I do business with, and I've 

783
00:39:51,600 --> 00:39:57,200
done business with for a long 
time and they happen to be 

784
00:39:57,500 --> 00:40:00,500
franchise brand that of the 
motorcycle I have in the garage,

785
00:40:00,500 --> 00:40:02,700
right? 
Well, it's been having a battery

786
00:40:02,700 --> 00:40:05,200
issue the bikes less than a year
old and I haven't read In a 

787
00:40:05,200 --> 00:40:07,600
whole lot so I'm thinking I 
don't need to do battery but 

788
00:40:07,600 --> 00:40:09,200
maybe they could load test it 
for Me. 

789
00:40:09,500 --> 00:40:13,000
Maybe at the same time, they 
could check the VIN and see if 

790
00:40:13,000 --> 00:40:16,200
I've got any sort of recalls any
sort of updates, anything needed

791
00:40:16,200 --> 00:40:18,400
that way and there's something 
else, I'd like them to kind of. 

792
00:40:18,400 --> 00:40:20,700
Look at why I've no time 
expectations, right? 

793
00:40:20,700 --> 00:40:22,200
I'd love to have the bike here 
all the time. 

794
00:40:22,200 --> 00:40:24,700
So when it's sunny and I get a 
need a break, I can go take off 

795
00:40:24,700 --> 00:40:29,500
on it, but I sent a through the 
Dealer's website. 

796
00:40:29,700 --> 00:40:33,100
I submitted a service lead like 
a Joe Schmo, right? 

797
00:40:33,100 --> 00:40:34,500
I could probably make a phone 
call here. 

798
00:40:34,500 --> 00:40:35,600
You, it's Brian. 
Cycle trader. 

799
00:40:35,600 --> 00:40:37,700
Oh hey Brian you know, like I 
could do that. 

800
00:40:38,500 --> 00:40:39,900
I didn't I just I just plugged 
in. 

801
00:40:39,900 --> 00:40:43,900
I use my personal email address.
I'll get all in gave my VIN, 

802
00:40:43,900 --> 00:40:46,000
gave the whole nine yards, what 
I was thinking in the body of 

803
00:40:46,000 --> 00:40:48,600
it, hit go it bounced back in 
immediate, you know, hey, 

804
00:40:48,600 --> 00:40:51,000
thanks, we got your request will
be contacting you shortly. 

805
00:40:51,100 --> 00:40:55,300
One of those sort of things, 
here it is, 21 days later and 

806
00:40:55,300 --> 00:40:57,600
have not gotten any word from 
the dealer. 

807
00:40:58,200 --> 00:41:02,800
So don't be that guy. 
Right now. 

808
00:41:02,900 --> 00:41:06,200
No, no. 
And so and here's the thing 

809
00:41:06,200 --> 00:41:08,700
where I want to make sure that I
say out loud that everybody 

810
00:41:08,700 --> 00:41:14,900
hears it loud and clear. 
It is not unusual to have things

811
00:41:14,900 --> 00:41:17,600
go caddywhompus and the feel 
overwhelmed or not. 

812
00:41:17,600 --> 00:41:21,300
Be sure what the next step is or
to look if you're listening to 

813
00:41:21,300 --> 00:41:25,300
things I say and I ramble all 
bunch of stuff, I talk fast and 

814
00:41:25,300 --> 00:41:27,500
you're just sitting there going.
Oh yeah, this guy's full of it, 

815
00:41:27,500 --> 00:41:28,600
you know. 
I'd like to see me do in the 

816
00:41:28,600 --> 00:41:31,100
real world. 
I like to do in my shop, you 

817
00:41:31,100 --> 00:41:34,200
know? 
Please don't be insulted. 

818
00:41:34,200 --> 00:41:36,700
Don't be upset. 
Just go hey you know what? 

819
00:41:36,700 --> 00:41:39,400
If you want hit me up on 
Facebook LinkedIn, whatever, 

820
00:41:39,400 --> 00:41:44,000
let's have a discussion and you 
know any project anything that 

821
00:41:44,300 --> 00:41:46,900
is worth doing takes effort and 
takes work. 

822
00:41:47,400 --> 00:41:48,600
And one of the first steps is to
go. 

823
00:41:48,600 --> 00:41:51,500
Okay, where you at now, where do
you want to be in the Resident? 

824
00:41:51,500 --> 00:41:54,500
Let's just break this thing into
some pieces that are digestible.

825
00:41:55,000 --> 00:41:57,800
And once we do that, I find that
people are a lot more. 

826
00:41:58,700 --> 00:42:00,800
There are more apt to take 
action, right? 

827
00:42:00,800 --> 00:42:03,800
Because once you make it less, 
Overwhelming, then you go. 

828
00:42:03,800 --> 00:42:05,300
Okay, well, that makes sense. 
That's doable. 

829
00:42:05,300 --> 00:42:07,800
I can do that. 
Well, I've had a lot of people 

830
00:42:07,800 --> 00:42:09,100
go. 
Oh, dude. 

831
00:42:09,100 --> 00:42:10,800
You know, you don't know my 
customers that. 

832
00:42:10,800 --> 00:42:14,000
Well, you know, you think if I 
clean the shop or put LED lights

833
00:42:14,000 --> 00:42:16,200
and it's gonna increase 
business, you know, you can be 

834
00:42:16,200 --> 00:42:18,800
further from the truth and I'm 
like, well, I don't know when 

835
00:42:18,800 --> 00:42:21,500
the last time you clean the shop
and hunger LED lights test me, 

836
00:42:22,200 --> 00:42:26,000
you know, there's so many 
opportunities that will help us 

837
00:42:26,000 --> 00:42:29,900
drive business and productivity 
and efficiency from up that, you

838
00:42:29,900 --> 00:42:32,700
know, at the end of the day, 
it's all about about adding 

839
00:42:32,700 --> 00:42:36,900
value to the dealer and to the 
customers and improving customer

840
00:42:36,900 --> 00:42:40,300
perception and dealer profit. 
And that profit only comes 

841
00:42:40,300 --> 00:42:43,100
through productivity efficiency,
right? 

842
00:42:43,900 --> 00:42:46,900
So the more that we can do to 
make it, you know, a happy team 

843
00:42:47,300 --> 00:42:50,200
healthy pain and people that 
enjoy working and being 

844
00:42:50,200 --> 00:42:53,700
productive, the more we can do 
that, you know, and obviously 

845
00:42:53,700 --> 00:42:55,800
communication at the service 
counter is imperative to make 

846
00:42:55,800 --> 00:42:58,200
sure the customers are actually 
coming into agreeing to get the 

847
00:42:58,200 --> 00:43:00,300
work done. 
If we can make it a happy 

848
00:43:00,300 --> 00:43:03,400
environment through technicians 
or your profits are bound to go 

849
00:43:03,400 --> 00:43:06,300
up. 
Would you? 

850
00:43:08,200 --> 00:43:11,200
If I were to say, could you give
me an adjuster gave me some 

851
00:43:11,200 --> 00:43:14,700
which was made me think of it, 
you know, to dealers in general,

852
00:43:15,100 --> 00:43:17,700
you know, do these two or three 
things, you know, these should 

853
00:43:17,700 --> 00:43:19,700
be your action steps today. 
If you're not already working on

854
00:43:19,707 --> 00:43:22,300
these, you know, if you need 
help figuring out why these are 

855
00:43:22,300 --> 00:43:25,100
important and so on than reach 
out to Kurt. 

856
00:43:25,100 --> 00:43:27,800
But what would you say to 
somebody just in a general way 

857
00:43:27,800 --> 00:43:29,800
to say, here's, here's three 
things, you ought to be doing 

858
00:43:29,900 --> 00:43:33,600
right now. 
You know Brian's the question 

859
00:43:33,600 --> 00:43:34,500
comes to me. 
Awesome. 

860
00:43:35,100 --> 00:43:39,500
And the answer sounds like a 
non-answer really does but but I

861
00:43:39,500 --> 00:43:42,100
have to be realistic. 
My focal point. 

862
00:43:42,100 --> 00:43:44,800
And remember all these different
trainers and companies all have 

863
00:43:44,800 --> 00:43:47,000
a different focal point Minds 
communication. 

864
00:43:47,000 --> 00:43:49,800
Mine is, is how to get over 
that, that Gap at service 

865
00:43:49,800 --> 00:43:52,700
counter. 
And so if your service writer 

866
00:43:52,700 --> 00:43:57,000
doesn't have any formal training
in communication, even if you as

867
00:43:57,000 --> 00:43:59,400
the business owner, if you're 
the general manager, and you're 

868
00:43:59,400 --> 00:44:01,400
listening to this right now, 
you're going, I don't have to do

869
00:44:01,400 --> 00:44:04,200
that. 
You knowing how to do it and you

870
00:44:04,200 --> 00:44:06,700
taking the time to work, 
side-by-side with your service 

871
00:44:06,700 --> 00:44:11,500
writer, to impart, those quo. 
Right? 

872
00:44:11,500 --> 00:44:13,600
So then you need to bring until 
one of work with your service 

873
00:44:13,600 --> 00:44:17,100
writer and get that counter up 
to speed as far as communication

874
00:44:17,200 --> 00:44:20,100
and processing and at this batch
process, you know, kind of 

875
00:44:20,100 --> 00:44:22,500
overseeing the shop. 
That's super huge. 

876
00:44:22,600 --> 00:44:26,000
I think, you know, 80 90 percent
of the Lost opportunities that 

877
00:44:26,000 --> 00:44:29,300
come through a dealership in 
general are through that service

878
00:44:29,300 --> 00:44:33,000
Council and and they could be 
the most likable person on the 

879
00:44:33,000 --> 00:44:35,700
planet, but if they don't 
understand, you know, the 

880
00:44:35,700 --> 00:44:39,100
theories of dispatching work in 
terms of productivity and 

881
00:44:39,100 --> 00:44:42,900
efficiency They're not going to 
make any money, and so that's 

882
00:44:42,900 --> 00:44:45,700
huge. 
And then the non answer part of 

883
00:44:45,707 --> 00:44:50,300
my answer is you got to get in 
touch with pick a percentage, 

884
00:44:50,500 --> 00:44:55,600
the top 5%, the top 10% of your 
repeat customers, right? 

885
00:44:55,600 --> 00:44:58,400
And then just survey them, ask 
them, call them from a 

886
00:44:58,408 --> 00:45:02,200
relationship standpoint and say 
what are the top two or three 

887
00:45:02,200 --> 00:45:05,500
friction points that you see in 
my business from a customer 

888
00:45:05,500 --> 00:45:07,700
standpoint? 
Point right? 

889
00:45:07,700 --> 00:45:11,200
Because you can guess all day 
long but until you actually ask,

890
00:45:11,200 --> 00:45:13,400
you know, your repeat customers.
They what was the biggest 

891
00:45:13,400 --> 00:45:16,000
friction points for you to 
become a customer of our 

892
00:45:16,000 --> 00:45:19,400
dealership and give that 
customer kind of a vested 

893
00:45:19,400 --> 00:45:22,300
interest in changes. 
You might want to make that 

894
00:45:22,300 --> 00:45:26,100
buying experience then you can 
execute right then you can say, 

895
00:45:26,100 --> 00:45:29,000
okay well turns out my parking 
lots hard to get into. 

896
00:45:29,300 --> 00:45:31,100
Okay, well, how can I 
restructure that in? 

897
00:45:31,400 --> 00:45:32,600
Can I eat? 
Is it fine Edge? 

898
00:45:32,600 --> 00:45:35,500
Is it paint? 
Is it new blacktop is it, you 

899
00:45:35,500 --> 00:45:38,100
know? 
But try and get creative and 

900
00:45:38,100 --> 00:45:41,200
figure out how can I meet the 
customers needs and then from 

901
00:45:41,200 --> 00:45:45,000
there you know you just build on
it you try and reduce friction 

902
00:45:45,000 --> 00:45:48,300
points one at a time, you train 
your staff to interact and 

903
00:45:48,300 --> 00:45:52,300
communicate better, and if you 
can fix that Achilles heel of 

904
00:45:52,300 --> 00:45:56,200
the service counter, you will 
see unbelievable games through 

905
00:45:56,200 --> 00:45:58,800
the rest of your shop. 
And that extends, not just in 

906
00:45:58,808 --> 00:46:02,000
service, but remember Services, 
the best customer to your parts 

907
00:46:02,000 --> 00:46:04,700
department, right? 
So, if, if you have a 

908
00:46:04,700 --> 00:46:07,300
substantial increase in service,
Didn't have a substantial 

909
00:46:07,300 --> 00:46:10,900
increase in part. 
And when all that begins to 

910
00:46:10,900 --> 00:46:14,500
happen, when everything starts 
to fire on all cylinders your 

911
00:46:14,900 --> 00:46:17,700
service management team is going
to have to communicate better 

912
00:46:17,700 --> 00:46:21,000
with your sales management team 
to make the sales needs. 

913
00:46:21,100 --> 00:46:24,600
As far as pre-planning units for
the floor, pre-planning, 

914
00:46:24,800 --> 00:46:27,900
reconditioning of trade-ins, all
that kind of stuff once that 

915
00:46:27,900 --> 00:46:30,000
starts to work once. 
Once that really becomes a 

916
00:46:30,000 --> 00:46:32,700
cohesive unit, dude, it's 
unbelievable. 

917
00:46:32,700 --> 00:46:37,100
What a shop can produce or the 
amount of profit and journalism 

918
00:46:37,300 --> 00:46:40,100
that the shop can exude once 
that happens from the service 

919
00:46:40,100 --> 00:46:45,500
count, Well it's it. 
In part of you know touching I 

920
00:46:45,500 --> 00:46:48,500
just part of what you said and 
all you've got service the 

921
00:46:48,500 --> 00:46:49,800
service department. 
Well it's right. 

922
00:46:49,800 --> 00:46:51,500
In the name what you're supposed
to do, right? 

923
00:46:51,500 --> 00:46:54,700
You're supposed to be serving 
the needs and if and if you're 

924
00:46:54,700 --> 00:46:58,500
not determining how you did, you
know, through that like it's 

925
00:46:58,500 --> 00:47:02,300
like you're saying afterward 
communication surveys, phone 

926
00:47:02,300 --> 00:47:04,900
calls, whatever it is with 
either. 

927
00:47:04,900 --> 00:47:08,500
Some of your best are some of 
your most recent to see how you 

928
00:47:08,500 --> 00:47:11,100
fall versus your own 
expectations. 

929
00:47:11,700 --> 00:47:13,500
Yeah. 
You're you know you how can you 

930
00:47:13,500 --> 00:47:16,000
even know if you're close to 
hitting the mark on servicing 

931
00:47:16,000 --> 00:47:20,100
and serving. 
So many things you can make an 

932
00:47:20,100 --> 00:47:23,300
assumption on, but until you 
actually ask people. 

933
00:47:23,700 --> 00:47:27,700
So when I made to fix the 
operations course for my website

934
00:47:27,700 --> 00:47:31,200
to train dealers, you know, I 
couldn't actively sell that 

935
00:47:31,200 --> 00:47:33,500
course, because I was working 
for another OEM at the time, 

936
00:47:33,500 --> 00:47:35,100
would have been a conflict of 
interest. 

937
00:47:35,300 --> 00:47:38,700
So I built what I thought would 
be the best net, you know, that 

938
00:47:38,700 --> 00:47:41,300
to cast to try and catch dealers
for to their attention. 

939
00:47:42,100 --> 00:47:45,400
But when I started a Facebook 
centered page for fixed 

940
00:47:45,400 --> 00:47:48,200
operations, I point-blank asked 
the people to join. 

941
00:47:48,300 --> 00:47:51,500
On that page, you know, without 
going to my website without 

942
00:47:51,500 --> 00:47:54,400
being a member of the online 
training that I already have. 

943
00:47:54,900 --> 00:47:57,800
What do you think is the most 
important thing to train dealers

944
00:47:57,800 --> 00:48:01,200
on from a service perspective? 
And, you know, thankfully for 

945
00:48:01,200 --> 00:48:03,500
me, the answer came back that it
was, you know, service writer 

946
00:48:03,500 --> 00:48:06,800
communication and you know, 
customer interaction and things 

947
00:48:06,800 --> 00:48:10,700
that I focus on, but I had to be
super open to the idea. 

948
00:48:10,700 --> 00:48:13,800
Like I thought I really thought 
they were going to say man we 

949
00:48:13,800 --> 00:48:16,800
really need some ATP training. 
You know we really need to know 

950
00:48:16,800 --> 00:48:19,100
how Lightspeed actually. 
We need to know how to make 

951
00:48:19,100 --> 00:48:23,300
custom reports in software and 
so I was expecting those types 

952
00:48:23,300 --> 00:48:25,100
of questions. 
I was expecting something 

953
00:48:25,100 --> 00:48:28,100
completely different than what I
already had, but, you know, by 

954
00:48:28,100 --> 00:48:31,400
going to The Source by going to 
the dealers and surveying them. 

955
00:48:31,700 --> 00:48:33,000
Are they able to say? 
Okay well this is what you 

956
00:48:33,000 --> 00:48:34,900
actually want training in. 
Well then this is what I'm going

957
00:48:34,900 --> 00:48:37,900
to develop even further which is
why I made the course on how to 

958
00:48:37,900 --> 00:48:39,700
use the phone properly as a 
sales tool. 

959
00:48:40,200 --> 00:48:43,700
And it sounds like a simple 
course, but then again go to a 

960
00:48:43,700 --> 00:48:47,100
dealership and we'll listen to 
service writers on the phone and

961
00:48:47,100 --> 00:48:49,300
you'll go, okay, that guy. 
Really needs a course on how to 

962
00:48:49,300 --> 00:48:51,900
use the phone properly as a 
sales tool, press what I made 

963
00:48:51,900 --> 00:48:55,600
next. 
It's tough. 

964
00:48:55,600 --> 00:48:57,800
You know, when you've, when 
you've been to the level of 

965
00:48:57,800 --> 00:49:00,900
discerning that, obviously, you 
are and helping, guys. 

966
00:49:01,000 --> 00:49:03,200
You know, get there, I'm sure 
it's got to be tough to go in 

967
00:49:03,200 --> 00:49:05,800
and well, a good opportunity, 
you know, for those other 

968
00:49:05,800 --> 00:49:08,200
dealers who aren't quite there, 
because as you said, it's tough,

969
00:49:08,200 --> 00:49:11,700
It's a, its, it can be really 
challenging right now to get 

970
00:49:12,200 --> 00:49:15,300
good employees to get employees.
First of all, to want to do this

971
00:49:15,300 --> 00:49:17,700
right now, probably a lot of 
people love it, but when it's 

972
00:49:17,700 --> 00:49:20,100
work, it's a different program. 
And when you're running it, like

973
00:49:20,100 --> 00:49:23,400
a business, and you expect it to
be successful and hitting it out

974
00:49:23,400 --> 00:49:27,200
of the park with every Every 
client interaction it you know 

975
00:49:27,200 --> 00:49:28,800
it's a different, it's a 
different program. 

976
00:49:30,200 --> 00:49:33,200
So yeah, the thing that's the 
most interesting about working 

977
00:49:33,200 --> 00:49:36,700
with the dealers and I alluded 
to this earlier but it'll be 

978
00:49:37,000 --> 00:49:39,600
sometimes the hardest 
dealerships for me to work with 

979
00:49:39,700 --> 00:49:43,200
are the really talented owners 
in general managers because 

980
00:49:43,300 --> 00:49:45,400
they're operating at a high 
level, right? 

981
00:49:45,400 --> 00:49:48,500
And so they make an assumption, 
that their staff has, that that 

982
00:49:48,500 --> 00:49:51,200
level built-in and that's, 
that's kind of the hard part. 

983
00:49:51,200 --> 00:49:53,500
But like, why do I have to hire 
you to train my staff? 

984
00:49:53,500 --> 00:49:55,700
When I already know all this. 
Stuff and I'm like, well when's 

985
00:49:55,700 --> 00:49:57,800
the last time you walk side by 
side with your staff? 

986
00:49:57,800 --> 00:49:59,100
And in part of that knowledge to
them? 

987
00:49:59,700 --> 00:50:02,800
And they're like, oh I'm like 
that's why you need me, right? 

988
00:50:02,800 --> 00:50:08,000
So even when even, when the 
leadership is on point, as far 

989
00:50:08,000 --> 00:50:11,500
as their own personal skill set,
if they don't have the time, the

990
00:50:11,500 --> 00:50:15,000
commitment where the opportunity
to work side-by-side with their 

991
00:50:15,000 --> 00:50:18,100
staff, they won't see those 
benefits. 

992
00:50:18,100 --> 00:50:20,500
And that can be really, really 
frustrating to a business owner,

993
00:50:20,500 --> 00:50:23,000
because now they're going to 
they're 20 group meeting and 

994
00:50:23,000 --> 00:50:24,400
they're going, I just don't get 
it, you know. 

995
00:50:24,600 --> 00:50:27,600
No, I'm here with you guys. 
I'm having these conversations 

996
00:50:27,600 --> 00:50:30,300
were looking at our numbers and 
my team's, just not performing, 

997
00:50:30,600 --> 00:50:33,400
even though I already know all 
this stuff and it's like, well, 

998
00:50:33,400 --> 00:50:35,600
it's okay if you know it, but 
you have to make sure that your 

999
00:50:35,600 --> 00:50:39,000
staff was brought up in a 
culture that understands that 

1000
00:50:39,000 --> 00:50:42,000
too, and that can be really 
difficult because one of the 

1001
00:50:42,000 --> 00:50:43,800
dealership is hard. 
You don't have, you know, 

1002
00:50:43,800 --> 00:50:48,300
unlimited time Well, you get 
pulled in almost unlimited 

1003
00:50:48,300 --> 00:50:50,600
directions. 
I imagine really from the guys. 

1004
00:50:50,600 --> 00:50:54,100
Yeah, yeah, yeah. 
Every customer wants to be your 

1005
00:50:54,100 --> 00:50:56,000
best friend when they want that 
best deal, right? 

1006
00:50:56,000 --> 00:50:58,900
And so you don't get that, you 
don't get the time to walk back 

1007
00:50:58,900 --> 00:51:01,100
to, you know, check with the 
parts, got to receiving parts 

1008
00:51:01,100 --> 00:51:04,200
and make sure using best 
practices and stocking Parts in 

1009
00:51:04,200 --> 00:51:07,000
a way that makes sense, you 
know, or front-loading service 

1010
00:51:07,000 --> 00:51:09,400
with the pool, the parts and 
tools they need for the next 

1011
00:51:09,400 --> 00:51:12,900
special job coming in. 
And so, it's, unless you have 

1012
00:51:12,900 --> 00:51:15,400
somebody on the ground that that
actively Working with your 

1013
00:51:15,400 --> 00:51:18,500
staff, they can be really really
tough to get them to that level.

1014
00:51:20,600 --> 00:51:24,500
Where, where would you like to 
send folks to check you out and 

1015
00:51:24,508 --> 00:51:31,300
check out my no, no mas. 
Well, my no, no Marsh.com is my 

1016
00:51:31,300 --> 00:51:34,000
main website, and I have the 
academy link for that. 

1017
00:51:34,000 --> 00:51:36,700
And so then they go to the top 
menu, they'll see a link for 

1018
00:51:36,700 --> 00:51:39,200
Academy. 
And, you know, in there is a 

1019
00:51:39,200 --> 00:51:43,500
list, of course, there's also a 
list of memberships and I have a

1020
00:51:43,500 --> 00:51:47,300
fixed operation membership, 
where I've gathered certain 

1021
00:51:47,300 --> 00:51:50,900
courses for service providers. 
And what's funny is I even have 

1022
00:51:50,900 --> 00:51:53,100
a course in there about like 
maintaining weight loss and 

1023
00:51:53,100 --> 00:51:55,700
people say, why do you have a 
course about weight loss? 

1024
00:51:56,000 --> 00:51:58,300
And a fixed operations course. 
That's Stupid. 

1025
00:51:58,600 --> 00:52:00,900
And my answer to that is it's 
not stupid. 

1026
00:52:01,600 --> 00:52:04,300
You can only perform as good as 
your body will let you. 

1027
00:52:04,700 --> 00:52:08,000
So let's say you nailed down, 
you know, how to use the phone 

1028
00:52:08,000 --> 00:52:09,700
as a sales tool, you nailed 
down. 

1029
00:52:09,700 --> 00:52:12,200
How did this Patchwork nail down
all this other stuff that you're

1030
00:52:12,200 --> 00:52:15,800
380 pounds, and you struggle to 
get your leg over a motorcycle 

1031
00:52:15,800 --> 00:52:18,300
dealership. 
Will then the next level to be 

1032
00:52:18,300 --> 00:52:20,700
the best service writer you can 
be, is to get your physical 

1033
00:52:20,700 --> 00:52:23,500
shape in order, you know, to 
deal with what you do mentally. 

1034
00:52:24,000 --> 00:52:27,300
And so, you know, it's a really 
well-rounded course on there and

1035
00:52:27,300 --> 00:52:29,000
a lot. 
Of it deals with personal 

1036
00:52:29,000 --> 00:52:31,500
development and communication. 
And that's where I think we need

1037
00:52:31,500 --> 00:52:35,700
to focus. 
So that's mine, Jana. 

1038
00:52:35,800 --> 00:52:40,300
No, mas.com, Mañana monster.com,
yeah. 

1039
00:52:40,300 --> 00:52:42,500
And for people that are like, 
man, I don't want to take any 

1040
00:52:42,500 --> 00:52:46,100
courses, but they want to make 
like they want to connect to 

1041
00:52:46,100 --> 00:52:49,500
other service Riders, other 
service professionals, I have a 

1042
00:52:49,508 --> 00:52:53,200
free Facebook page. 
It's called Power Sports Marine 

1043
00:52:53,300 --> 00:52:56,400
Service Network. 
So if you go to Facebook and you

1044
00:52:56,400 --> 00:53:00,300
type in Power Sports Marine 
Service Network, there's a 

1045
00:53:00,300 --> 00:53:03,300
Facebook page there, it's free, 
you know, membership, it's an 

1046
00:53:03,300 --> 00:53:05,500
adult. 
At this point, I think we've 

1047
00:53:05,500 --> 00:53:09,700
only got something like 40 or 50
members in the page so far, but 

1048
00:53:09,700 --> 00:53:12,500
it's a great place to, you know,
I'll share some particles in 

1049
00:53:12,500 --> 00:53:15,300
there. 
I share some live videos, maybe 

1050
00:53:15,300 --> 00:53:17,600
some advice, but it's a really 
good opportunity for other 

1051
00:53:17,600 --> 00:53:20,800
service writers and managers to 
connect and communicate to 

1052
00:53:20,800 --> 00:53:22,900
because peer-to-peer learning is
really important. 

1053
00:53:23,200 --> 00:53:25,900
Well, absolutely. 
In that sort of very nuanced. 

1054
00:53:25,900 --> 00:53:29,400
Sort of I only want to have the 
conversation at a certain level.

1055
00:53:29,400 --> 00:53:31,800
I don't want to you know have 
something else popping up, a 

1056
00:53:31,808 --> 00:53:35,500
notification for me on sales. 
When I'm in the service part of 

1057
00:53:35,500 --> 00:53:36,100
the house. 
You know? 

1058
00:53:36,100 --> 00:53:39,500
That's, that's you know. 
Yeah, it's earning for that. 

1059
00:53:40,700 --> 00:53:44,000
Very service focused and then 
you know, if people decide they 

1060
00:53:44,000 --> 00:53:47,100
want to make a commitment for 
ongoing training or you know, be

1061
00:53:47,100 --> 00:53:49,000
part of the bi-weekly Support 
called what I do. 

1062
00:53:49,000 --> 00:53:52,500
They're alive when they become 
part of money on, Omar's family,

1063
00:53:52,500 --> 00:53:55,300
they get access to social 
learning which gives them access

1064
00:53:55,300 --> 00:53:58,000
to every student within my 
network and so they can it's 

1065
00:53:58,000 --> 00:54:00,000
like a Facebook inside of a 
private page. 

1066
00:54:00,000 --> 00:54:02,500
It's like Facebook but without 
the trolls, right? 

1067
00:54:02,500 --> 00:54:04,700
They can then communicate with 
other service writers are the 

1068
00:54:04,700 --> 00:54:07,300
service managers diet stuff. 
They're pursuing. 

1069
00:54:07,300 --> 00:54:10,100
There's diet courses that they 
can interact with other students

1070
00:54:10,100 --> 00:54:13,100
and then That peer-to-peer 
Community thing really begins to

1071
00:54:13,100 --> 00:54:15,900
take over which is kind of nice.
It's not all dependent upon me. 

1072
00:54:16,900 --> 00:54:20,000
The best part about being me is 
I realized I'm usually not the 

1073
00:54:20,000 --> 00:54:23,000
smartest guy in the room. 
I'm just the one that's you know

1074
00:54:23,000 --> 00:54:24,600
more bold and open to talk about
it. 

1075
00:54:24,700 --> 00:54:27,800
So by hooking people up with 
other folks. 

1076
00:54:28,100 --> 00:54:30,600
Sometimes I find that can be the
best source of information for 

1077
00:54:30,600 --> 00:54:34,400
them. 
Well and another way to move 

1078
00:54:34,400 --> 00:54:37,400
those rocks and Marbles and 
whatever else we were talking 

1079
00:54:37,400 --> 00:54:41,000
about earlier, all the different
levels of granular or course 

1080
00:54:41,100 --> 00:54:43,700
sighs, right? 
If you can reorganize your time 

1081
00:54:43,700 --> 00:54:45,900
a little bit more cut out, a 
couple of the, like you had 

1082
00:54:45,900 --> 00:54:50,600
said, the Facebook troll sites 
and get on with Curt's separate 

1083
00:54:50,600 --> 00:54:53,100
group and I3 and I'll get it 
through his page or search it, 

1084
00:54:53,100 --> 00:54:56,400
as he had mentioned. 
Just another way to maybe better

1085
00:54:56,400 --> 00:54:59,700
organize your time to focus on 
what the shift your want to 

1086
00:54:59,700 --> 00:55:04,400
make. 
So Yeah, well, I appreciate you 

1087
00:55:04,400 --> 00:55:06,200
jumping on. 
I've had you tonight for almost 

1088
00:55:06,200 --> 00:55:09,400
an hour and I know that your 
time is important and I won't 

1089
00:55:09,400 --> 00:55:11,300
keep you on any longer. 
But I do. 

1090
00:55:11,400 --> 00:55:13,600
I do encourage anybody 
listening, go check out Mañana, 

1091
00:55:13,600 --> 00:55:16,000
no mas, you can find it on 
Facebook, you can Google it. 

1092
00:55:16,008 --> 00:55:18,200
It'll pop up right at the top. 
That's how I had to do because I

1093
00:55:18,200 --> 00:55:20,800
was try to remember the site in 
Google. 

1094
00:55:20,800 --> 00:55:24,300
Always reminds me what it was 
but feel free to reach out to 

1095
00:55:24,300 --> 00:55:27,400
Kirk connect with them on 
LinkedIn Curt. 

1096
00:55:27,400 --> 00:55:30,200
Thanks for coming on. 
No worries, man. 

1097
00:55:30,200 --> 00:55:33,100
Like I said, I consider it an 
honor and I know you're highly 

1098
00:55:33,100 --> 00:55:35,300
regarded out there so it's nice 
to stay in touch. 

1099
00:55:35,300 --> 00:55:37,500
Well, thank you, I appreciate 
it. 

1100
00:55:37,500 --> 00:55:40,800
We'll have you back on again 
soon and hopefully by then the 

1101
00:55:40,800 --> 00:55:44,000
covid stuff will be at least 
mostly in the rearview mirror. 

1102
00:55:44,000 --> 00:55:46,100
That's what I'm going to cross 
my fingers and say a little 

1103
00:55:46,100 --> 00:55:50,600
prayer about and we can talk 
about the opportunity that 

1104
00:55:50,607 --> 00:55:54,100
exists at that time. 
Will it be awesome if there was 

1105
00:55:54,100 --> 00:55:56,500
a Resurgence in power sports and
we could actually reminisce 

1106
00:55:56,500 --> 00:56:02,200
about how we predicted that yes,
demand. 

1107
00:56:02,200 --> 00:56:04,800
And what it? 
What it caused people to do saw 

1108
00:56:04,800 --> 00:56:07,900
that a mile away. 
Yeah, yes, sir. 

1109
00:56:09,500 --> 00:56:11,000
Well Kurt thank you, I 
appreciate it. 

1110
00:56:12,100 --> 00:56:13,500
Thank you. 
You have a good one too. 

1111
00:56:12,100 --> 00:56:13,500
Thank you. 
You have a good one too.