Latest / Crossroad Conversations with the Lewis Brothers / Ep. 83 - Stealing From the Best — How Northwest Arkansas Businesses Can Learn From Any Industry

Transcript

Ep. 83 - Stealing From the Best — How Northwest Arkansas Businesses Can Learn From Any Industry · Crossroad Conversations with the Lewis Brothers

• 0:00
  SPEAKER_00: If you don't have good people and great processes, it doesn't matter how good your product is.
• 0:07
  SPEAKER_00: At some point in time, you will hit a threshold and you will stop growing and you'll stop being successful.
• 0:16
  SPEAKER_00: Hey everyone, welcome to Crossroad Conversations with the Lewis Brothers, where we aim to share real stories about running a successful family business, working through adversity, and pouring back into the community that keeps our door open.
• 0:28
  SPEAKER_00: We're your host, Matt Shelby, and Taylor, and we bring you relevant local business advice and automotive insights that are sure to change the way you look at running a business.
• 0:37
  SPEAKER_00: And maybe even throw in a plug for you to do business with us.
• 0:41
  SPEAKER_00: Hey, welcome back to the podcast, Crossroad Conversations.
• 0:45
  SPEAKER_00: We are the Lewis brothers, and it is episode 83 today.
• 0:49
  SPEAKER_00: 83.
• 0:50
  SPEAKER_00: 83.
• 0:50
  SPEAKER_00: And I like this subject because, and I think you'll agree, when we've peeled back the layers and we've grown as individuals over for sure the past decades, we've found a lot of similarities and learning from other businesses outside of our industry.
• 1:06
  SPEAKER_00: And, you know, the best idea ever brought to a business doesn't necessarily come from the same industry or from within.
• 1:14
  SPEAKER_00: You know, so today we'll talk about the companies we've studied, the moves we've borrowed, and why looking at other areas outside of our industry has made us better in everything we do.
• 1:25
  SPEAKER_02: Absolutely.
• 1:26
  SPEAKER_02: Hey, and a quick recap last week from questions from employees.
• 1:30
  SPEAKER_02: We do this every so often, but love answering questions from internal employees because the funniest part about it is you have no idea what they're going to ask.
• 1:39
  SPEAKER_02: There is no script, no nothing else.
• 1:41
  SPEAKER_02: It is off the wall from left to right, completely off the wall.
• 1:46
  SPEAKER_02: But had a whole lot of fun with that.
• 1:47
  SPEAKER_02: Make sure you go back and check.
• 1:48
  SPEAKER_02: Steve, shout out to you for the questions that you thought you were going to get Matt to answer.
• 1:53
  SPEAKER_02: He did that.
• 1:54
  SPEAKER_02: Throw me off.
• 1:55
  SPEAKER_02: Any move.
• 1:58
  SPEAKER_02: Absolutely.
• 1:58
  SPEAKER_02: Hey, always check us out on LewisSuperstore.com for all the specials we have going company business wide and crossroads conversation podcast for all of the 83 episodes that we've recorded.
• 2:09
  SPEAKER_01: Hey, speaking of checking our websites out, they just launched.
• 2:12
  SPEAKER_01: Uh now it's in our May Mayhem sales event that we're running.
• 2:15
  SPEAKER_01: And I gotta throw a little shout-out for business, but also they just brought back the most popular sales event I think that we've ever had.
• 2:21
  SPEAKER_01: And it's employee price, you pour everyone.
• 2:23
  SPEAKER_01: It's so strange.
• 2:24
  SPEAKER_01: You gotta check that out.
• 2:25
  SPEAKER_01: It's on our website.
• 2:26
  SPEAKER_01: We break it all down so you know all the details, but you get to pay what you would pay if you worked at corporate.
• 2:31
  SPEAKER_01: So Ford Corporate, if you made the vehicle or if you were one of the officials, so you get to play A or Z plan pricing, which is less than what we pay for it.
• 2:39
  SPEAKER_01: So make sure you check that out.
• 2:41
  SPEAKER_01: Hey, upcoming event, this will air on a Thursday, and then Saturday we'll have our car show.
• 2:45
  SPEAKER_01: Fourth annual, uh, second or third annual here at our store, and it's Ford versus Mopar versus All Makes.
• 2:51
  SPEAKER_01: Yes.
• 2:52
  SPEAKER_01: That's all vehicles.
• 2:53
  SPEAKER_01: Uh, and we've queued up a good amount of stuff to make sure that it's bigger.
• 2:57
  SPEAKER_01: We learned from last year some things to integrate, uh, some extra areas to clear for more cars.
• 3:02
  SPEAKER_01: It's going on Saturday.
• 3:03
  SPEAKER_01: It's free for it's from 9 to 12.
• 3:05
  SPEAKER_01: We know some of you will get here before that, uh, but we'll do our best to organize that.
• 3:10
  SPEAKER_01: And then uh spectators come.
• 3:12
  SPEAKER_01: It's free.
• 3:12
  SPEAKER_01: We do uh do donations for Arkansas Children's Hospital here locally.
• 3:17
  SPEAKER_01: We match all those donations.
• 3:18
  SPEAKER_01: Uh and it's a dang good time.
• 3:20
  SPEAKER_01: Last year we have 300 plus cars with thousands of spectators.
• 3:23
  SPEAKER_00: It is such a good time.
• 3:25
  SPEAKER_00: And so if you've got a car out there, I need you to understand what some of the categories are.
• 3:30
  SPEAKER_00: Because sometimes a car show gets put into just like one single box of like this fully restored, have all the documentation, can see the reflection off the chrome.
• 3:42
  SPEAKER_00: And and that's not the case.
• 3:44
  SPEAKER_00: No.
• 3:44
  SPEAKER_00: We we have that division, you know, we have all original, we've got highly modified, you know, we've got resto mods, you know, we've got work in progress.
• 3:54
  SPEAKER_00: We've got best interior, best exterior, best four-wheel drive, most custom.
• 3:59
  SPEAKER_00: So when you start thinking about that, you get to look at all different types of vehicles.
• 4:04
  SPEAKER_00: So whatever you've got, bring it.
• 4:07
  SPEAKER_00: For a great cause for the Arkansas Children's Hospital, it's a great experience.
• 4:11
  SPEAKER_00: We've got food trucks are gonna be here and bounce houses are gonna be here.
• 4:15
  SPEAKER_00: And then a live DJ this year.
• 4:17
  SPEAKER_01: Live DJ.
• 4:18
  SPEAKER_01: Got a lot going on.
• 4:19
  SPEAKER_01: And hey, hopefully you've had fun watching us switch out the vehicle storage tower with all different makes and models.
• 4:24
  SPEAKER_01: We still got more to come in that.
• 4:25
  SPEAKER_01: Uh, but that just reminds you that the car show.
• 4:28
  SPEAKER_01: So when you hear this, you've got two days to shine up your car and get it down here.
• 4:31
  SPEAKER_00: Or if you don't have a car, come check it out.
• 4:33
  SPEAKER_00: Bring the kids.
• 4:34
  SPEAKER_00: It's a great way to uh kick off your Saturday uh for Memorial Weekend as well.
• 4:38
  SPEAKER_00: Absolutely.
• 4:39
  SPEAKER_02: Absolutely.
• 4:39
  SPEAKER_02: We'll have a lot of fun with that.
• 4:41
  SPEAKER_02: Diving into topic today, how can we learn from other industries?
• 4:44
  SPEAKER_02: I love this kind of quote that'll get us started there.
• 4:48
  SPEAKER_02: But your customer doesn't care what industry you're in when they walk through the door, they're comparing you to the best experience they've ever had.
• 4:55
  SPEAKER_02: That's the bar that your customer that walks into plumbing, medical, automotive, whatever it would be, home improvement, they're comparing you to the best experience they've ever had.
• 5:06
  SPEAKER_00: To kind of set the stage for this, I'm gonna put both of y'all on the spot here.
• 5:11
  SPEAKER_00: Shelby, the last I want you to think about three books you've listened to or read.
• 5:17
  SPEAKER_00: Were they automotive?
• 5:18
  SPEAKER_00: No.
• 5:19
  SPEAKER_00: They weren't.
• 5:20
  SPEAKER_00: No.
• 5:20
  SPEAKER_00: So they were from different industries outside of ours.
• 5:23
  SPEAKER_01: No, no, I completely, and I think where we learned that we started that in construction, but uh learning the business was business, right?
• 5:31
  SPEAKER_01: And it was about we are in the customer experience business.
• 5:35
  SPEAKER_01: Absolutely.
• 5:35
  SPEAKER_01: And that then it is with a side of automotive.
• 5:38
  SPEAKER_01: It's a big side of automotive, but we learned that we could learn from a hotel, we could learn from a restaurant, we could learn from somebody selling something online and take those pieces, and so we're made up of a thousand different pieces, and those books that you know, all those books that we've read of studying all different things and how people process and people themselves to the very top of their category.
• 6:00
  SPEAKER_00: I think when you when you step back and and you look at it, and Taylor, I'll I'll let you talk there as well.
• 6:07
  SPEAKER_00: That I would say only a small portion is highly focused and automotive.
• 6:12
  SPEAKER_00: And Shelby just went on to, and you'll hear us talk about this a bunch today.
• 6:16
  SPEAKER_00: When you look about the breakdown of business, like like what's the real core there?
• 6:21
  SPEAKER_00: It's people.
• 6:22
  SPEAKER_00: You gotta have the right people.
• 6:24
  SPEAKER_00: Okay.
• 6:24
  SPEAKER_00: It's the processes within your business, and then it's whatever product you're doing.
• 6:30
  SPEAKER_00: And product could even be a service.
• 6:33
  SPEAKER_00: So if you're in the landscape business, you know, it might be this, or you're in the lawn mowing business, your product's not that you're selling your mowers, your product is it's your mowing lawn and the landscaping or the preventative maintenance.
• 6:46
  SPEAKER_00: So when you look at almost any business out there, whether it's software, hardware, or actually labor, you have some type of product.
• 6:57
  SPEAKER_00: And we learn plenty from the product from our manufacturers that it comes down the line.
• 7:01
  SPEAKER_00: And we we study that.
• 7:03
  SPEAKER_00: But what we study more is the people and processes.
• 7:07
  SPEAKER_00: Because there's very few that could argue the fact that if you don't have uh good people and great processes, it doesn't matter how good your product is.
• 7:18
  SPEAKER_00: At some point in time, you will hit a threshold and you will stop growing and you'll stop being successful.
• 7:24
  SPEAKER_02: Absolutely.
• 7:24
  SPEAKER_02: You hit the key indicators, and no matter what business you're in, if you'll focus on these two things of people and process, whenever you start to read different books, and I love to go into different places, whether it's a home improvement store on my day off that I'm getting something, or a uh plumbing store or electrical store, whatever it would be.
• 7:43
  SPEAKER_02: If you'll focus on those two things, you'll really pick up on, hey, how their businesses ran.
• 7:49
  SPEAKER_02: Yes, and you can learn to appreciate, or it really teaches you, hey, I'm gonna do these things to help me change my business.
• 7:56
  SPEAKER_02: Because a lot of times I know y'all are exactly the same, even though we've been in business for 80 years, we still pick up new things every single day that you go out and you see, oh, I kind of like that process.
• 8:08
  SPEAKER_02: You know why we pick that up?
• 8:10
  SPEAKER_00: Because our eyes are open to it.
• 8:11
  SPEAKER_00: Yes.
• 8:12
  SPEAKER_00: And and one of the things we have learned because we've helped mentor other people in other businesses, uh-huh, and we talk and kind of joke about it, not making fun of them, but joke about it of like, man, why can't they see this opportunity?
• 8:27
  SPEAKER_00: They think they're on, and we've been there on this island by yourself, and no, we're in automotive.
• 8:34
  SPEAKER_00: What you learned over here in HVAC, or you learned over here in plumbing, or you learned over here in what investing, whatever it may be, it doesn't relate to automotive.
• 8:45
  SPEAKER_00: And if if that's you out there and you like listening to our podcast, we appreciate you listening to our podcast.
• 8:51
  SPEAKER_00: But if your mind goes, yeah, I hear what they're saying, but they don't understand the lawn care business.
• 8:57
  SPEAKER_00: They don't understand the pool business.
• 9:01
  SPEAKER_00: Please take a minute and reset and listen back to what we just said.
• 9:05
  SPEAKER_00: It's people, processes, and then the product.
• 9:10
  SPEAKER_01: So let me break that down into a real-world example.
• 9:12
  SPEAKER_01: So a book that I read recently is called The Algorithm by John McNeil.
• 9:16
  SPEAKER_01: And this guy has been a part of so much.
• 9:19
  SPEAKER_01: And it does have some automotive in it with Tesla.
• 9:22
  SPEAKER_01: Uh, but one of the businesses that he saw, and he's a very smart guy, that if he see if he's in an experience just in life, and he sees, whoop, that's a pain point, or that was really good, let's break it down.
• 9:35
  SPEAKER_01: Okay.
• 9:35
  SPEAKER_01: Right.
• 9:36
  SPEAKER_01: So he was at a uh a restaurant and he was talking about one of the largest pain points of a restaurant.
• 9:41
  SPEAKER_01: I know you guys will resignate with this, was after the experience was so good.
• 9:45
  SPEAKER_00: Yeah.
• 9:45
  SPEAKER_01: Even if it was an average style restaurant that you're going to, you're not going for a five-course meal, but it was so good.
• 9:50
  SPEAKER_01: Then the pain point of the server having to be the one to wait and realize when's the right time to bring the check, not too soon, not too late.
• 9:57
  SPEAKER_01: Yes.
• 9:57
  SPEAKER_01: And then how does that look?
• 9:58
  SPEAKER_01: And how do you check out?
• 9:59
  SPEAKER_01: And you check it out there, you check it out at a hostess standard, whatever you're doing there.
• 10:02
  SPEAKER_01: And he was like, Why can't this be a style where and he went as far as that it was a membership, that it was just they knew these people loved coming to an end to the membership.
• 10:13
  SPEAKER_01: So you just walked away when you were done.
• 10:15
  SPEAKER_01: Right.
• 10:15
  SPEAKER_01: On a on a different style scale of just a restaurant style, that you have the ability, think of like a chili's or something where you have the uh C O C O S right there in front of you.
• 10:24
  SPEAKER_01: And so you can pay as soon as you're ready to go.
• 10:26
  SPEAKER_01: There doesn't have to be this awkwardness of can I get the check?
• 10:29
  SPEAKER_01: I'm ready to go.
• 10:31
  SPEAKER_01: Matt, I know you probably pay before you even start eating.
• 10:34
  SPEAKER_01: Um, right, but you know, then that's on you.
• 10:36
  SPEAKER_01: But think so he saw that opportunity.
• 10:38
  SPEAKER_01: So then, like, okay, how do you relate that to your business?
• 10:40
  SPEAKER_01: Yeah.
• 10:41
  SPEAKER_01: Well, think about in our service department, if you uh do pickup and delivery where we pick up your vehicle and we deliver back to you, we'll send you all the documents via text and have the ability then to pay right there on your phone.
• 10:52
  SPEAKER_01: You can Apple Pay, you can put your card in.
• 10:54
  SPEAKER_01: It's at your convenience, but it hasn't slowed down us bringing the car back to you.
• 10:57
  SPEAKER_01: That's right.
• 10:58
  SPEAKER_01: The same thing in our mobile service.
• 10:59
  SPEAKER_01: So that was a somewhere where he saw excellent customer service.
• 11:04
  SPEAKER_01: And then in other areas, it's like, why are we taking a great experience and then it falls off when it's time to do that?
• 11:09
  SPEAKER_01: Checkout.
• 11:10
  SPEAKER_01: And so it's like, okay, let's copy some of that.
• 11:12
  SPEAKER_01: So that that great process didn't just fall off at the very end.
• 11:17
  SPEAKER_00: I love what you brought up there, and even using me as an example in the restaurant business, because as humans, the customer, okay, we're all different.
• 11:28
  SPEAKER_00: And from a business standpoint, it's like, how do you get inside the customer's mind to deliver what they want?
• 11:36
  SPEAKER_00: That's very tricky.
• 11:37
  SPEAKER_00: None of us are mind readers.
• 11:39
  SPEAKER_00: The way you do that is you ask questions.
• 11:41
  SPEAKER_00: And I've yet to have this happen.
• 11:42
  SPEAKER_00: I've had the kiosk happen.
• 11:44
  SPEAKER_00: Okay.
• 11:44
  SPEAKER_00: At at dinner, because I I know I want to sit down for dinner.
• 11:47
  SPEAKER_00: I I'm great with paying for the service.
• 11:49
  SPEAKER_00: I'll I I love tipping for great service, all of that.
• 11:53
  SPEAKER_00: I when I'm done, I'm done.
• 11:55
  SPEAKER_00: Yeah.
• 11:55
  SPEAKER_00: And because time's valuable.
• 11:58
  SPEAKER_00: And I just want to pay pay the ticket.
• 12:00
  SPEAKER_00: So if somebody were to ask me, like when they come up, when I would like to have the ticket, then they would know exactly how to deliver.
• 12:07
  SPEAKER_00: Yeah.
• 12:08
  SPEAKER_00: And they're not standing in the corner going, should I go talk to them?
• 12:10
  SPEAKER_00: Should I not talk to them?
• 12:12
  SPEAKER_00: And I might say, absolutely, as soon as we've ordered all our stuff, go ahead and bring me the ticket, and I'll check out to somebody else that may be like, no, go ahead and leave that open because we might, we don't know if we're going to get dessert yet or not.
• 12:24
  SPEAKER_00: Yeah.
• 12:25
  SPEAKER_00: But that's simply just asking a question.
• 12:26
  SPEAKER_01: Yeah, absolutely.
• 12:27
  SPEAKER_00: So that's in your process.
• 12:28
  SPEAKER_00: That's in your process.
• 12:30
  SPEAKER_00: One of the things that I did not learn early in our career, but we're learning more and more now, is how much more important the process is even sometimes than the people.
• 12:46
  SPEAKER_00: Now you've got to have the right people.
• 12:48
  SPEAKER_00: But I can remember early on of going, if we could just hire better people, it would fix our issues.
• 12:56
  SPEAKER_00: But the reality is, and we'll we'll talk, we talk sports on here, the reality is there's only so many five-star recruits.
• 13:03
  SPEAKER_00: There, there's only so many.
• 13:05
  SPEAKER_00: Yeah.
• 13:05
  SPEAKER_00: And you can get a three or a four-star to level up, I don't know what's the in-between.
• 13:08
  SPEAKER_00: Let's call it a plus.
• 13:09
  SPEAKER_00: Yeah.
• 13:10
  SPEAKER_00: To a three plus or a four plus by development of skills and this and that, but there's only so many five stars.
• 13:16
  SPEAKER_00: So how do you make that work for a great customer experience?
• 13:20
  SPEAKER_00: You bake in, here is an outstanding best in class process.
• 13:26
  SPEAKER_00: And you can there's another book out there called Good to Great.
• 13:28
  SPEAKER_00: And in good to great, they talk about that.
• 13:30
  SPEAKER_00: Yeah.
• 13:31
  SPEAKER_00: They talk about if you if you want to take people from good to great, quit saying, I just got to hire better people, I got to hire better people.
• 13:37
  SPEAKER_00: I got to have a better process to elevate to.
• 13:40
  SPEAKER_01: I think what that allows you to do is to understand the expectations.
• 13:43
  SPEAKER_01: Yeah.
• 13:44
  SPEAKER_01: Right?
• 13:44
  SPEAKER_01: So that really good player or that average player or employee, the expectations, right?
• 13:49
  SPEAKER_01: Because otherwise the the best of the best of the best, like, well, what are we cooking tonight?
• 13:53
  SPEAKER_01: I don't know, you're the best.
• 13:54
  SPEAKER_01: Do it.
• 13:55
  SPEAKER_01: It's like, well, hang on.
• 13:56
  SPEAKER_01: Well, what what do we have enough of?
• 13:58
  SPEAKER_01: And so it's just proper expectations on the employee side, but they're on the customer side.
• 14:02
  SPEAKER_01: Hey, here's what our expectations are.
• 14:04
  SPEAKER_01: And that's where it's it fails so many times is that not that managing expectations, even with an A A plus player.
• 14:11
  SPEAKER_01: When we hire these people that are way better at things than we are, but if we don't give them a proper process, then it's like, well, I didn't know what you expected from me.
• 14:19
  SPEAKER_01: I'm like, well, it was this, this, and this.
• 14:21
  SPEAKER_01: And so that's my bad.
• 14:22
  SPEAKER_01: So I think process is really where that comes from.
• 14:25
  SPEAKER_00: I'm gonna give everybody a get out of jail card here because you're like, man, that's me.
• 14:30
  SPEAKER_00: That's me to a T.
• 14:32
  SPEAKER_00: How did that happen when I grew my business?
• 14:35
  SPEAKER_00: If you're a small business owner, especially if you're a first generation entrepreneur, you're like, you're speaking to me.
• 14:41
  SPEAKER_00: I don't understand how I got in this situation.
• 14:44
  SPEAKER_00: Can I tell you how?
• 14:46
  SPEAKER_00: You started as an entrepreneur.
• 14:48
  SPEAKER_00: It's your baby.
• 14:49
  SPEAKER_00: You wanted it to be successful.
• 14:51
  SPEAKER_00: So you paid attention to 110% of it.
• 14:54
  SPEAKER_00: You did it to the highest caliber.
• 14:56
  SPEAKER_00: And then you grew where you needed to hire other people and you expected them to just ride around with you, learn the business.
• 15:04
  SPEAKER_00: You did a great job pouring into them, but you didn't have processes written down.
• 15:08
  SPEAKER_00: They were all in your head because you were the entrepreneur and you had skin in the game wanting it to be successful.
• 15:15
  SPEAKER_00: Your employees will never be at that same level.
• 15:18
  SPEAKER_00: They just won't.
• 15:20
  SPEAKER_00: So, how do you get them to accomplish and duplicate what you've already put in place and how you've grown the business?
• 15:26
  SPEAKER_00: You develop written processes and you hold them accountable.
• 15:31
  SPEAKER_00: Absolutely.
• 15:33
  SPEAKER_02: And you can look at it as if there's anything you take out of what you both just talked about, is the policy, the process, the procedure that's all in there.
• 15:42
  SPEAKER_02: It doesn't have to be a top-level A plus five five star.
• 15:46
  SPEAKER_02: It can be entry-level starting in.
• 15:48
  SPEAKER_02: Let's take our friends over at Chick-fil-A, and you talk about what does everyone always talk about whenever they go through there.
• 15:54
  SPEAKER_02: That it doesn't matter what level of person you talk to, they always end anything with my pleasure, which sticks with everybody through the process.
• 16:03
  SPEAKER_02: It's vast, the food great, whatever you think of it.
• 16:07
  SPEAKER_02: Yeah.
• 16:08
  SPEAKER_02: My pleasure.
• 16:08
  SPEAKER_02: It's always great service.
• 16:10
  SPEAKER_02: And that starts from entry level all the way up.
• 16:14
  SPEAKER_00: The and I know everybody talks about my pleasure there, and that's that's fantastic.
• 16:18
  SPEAKER_00: They see that.
• 16:18
  SPEAKER_00: I can tell you, it is the only drive-thru that if I pull up and there's a long line, my skin doesn't start crawling.
• 16:26
  SPEAKER_00: Surprise.
• 16:26
  SPEAKER_00: Most other places I'll flip a UE and I'll get out of there.
• 16:29
  SPEAKER_00: Just because, and that's my on me, because I'm not patient enough.
• 16:32
  SPEAKER_00: Yeah.
• 16:32
  SPEAKER_01: But I know that they're fast enough processing that have done a good enough job managing them.
• 16:37
  SPEAKER_01: I'm like, it's okay.
• 16:37
  SPEAKER_01: Yep.
• 16:38
  SPEAKER_01: Like the first thing they did, their first process, they realized the drive-thru window or the kiosk wasn't the only place you could order food.
• 16:45
  SPEAKER_01: That's right.
• 16:46
  SPEAKER_01: Right?
• 16:46
  SPEAKER_01: They said, we've got employees inside, let's get some more and let's get tablets and let's go to the car.
• 16:51
  SPEAKER_01: Yep.
• 16:51
  SPEAKER_01: Because if our chefs can make it quicker, then we need to get to them quicker, right?
• 16:55
  SPEAKER_01: That was the first thing they said, let's break this mold of fast food, waiting till one POS, or to get to a second one if they do double wide.
• 17:03
  SPEAKER_01: Uh-uh, let's go to them.
• 17:04
  SPEAKER_00: That was the log jam.
• 17:05
  SPEAKER_01: That was the log jam.
• 17:06
  SPEAKER_01: So they reverse engineered that to see, okay, where's a holdup?
• 17:10
  SPEAKER_01: Here's the thing in Fayetteville, Arkansas, let's just say on MLK, there's probably seven to eight different places you can go get good chicken.
• 17:18
  SPEAKER_01: Yeah.
• 17:19
  SPEAKER_01: Right?
• 17:19
  SPEAKER_01: If you like deep fried chicken, that you can get good chicken.
• 17:22
  SPEAKER_01: Uh-huh.
• 17:23
  SPEAKER_01: And I promise you, the one that always has the longest line is Chick-fil-A.
• 17:26
  SPEAKER_00: And don't necessarily the best chicken.
• 17:28
  SPEAKER_01: No.
• 17:28
  SPEAKER_01: No.
• 17:28
  SPEAKER_01: It's consistent, you know what you're doing.
• 17:30
  SPEAKER_01: It's consistent, it's good.
• 17:31
  SPEAKER_01: Uh, and I think that's the main point that it's consistent, it's good, and it's fast, and you you know, you never leave there disappointed.
• 17:39
  SPEAKER_00: So when you think about that, it's because of their process.
• 17:43
  SPEAKER_00: Yes.
• 17:43
  SPEAKER_00: Yes.
• 17:44
  SPEAKER_00: And they're people they hire, they go through extensive training and this and that.
• 17:47
  SPEAKER_00: And they're good people.
• 17:49
  SPEAKER_00: Yeah.
• 17:49
  SPEAKER_00: They're good superstars.
• 17:52
  SPEAKER_01: They're good people because it starts from the top.
• 17:54
  SPEAKER_01: That here's the expectation.
• 17:55
  SPEAKER_01: Here's what you dress like, here's how you talk, here's how you go to the customer, here's how you handle confrontation, here's how you handle a delay in the food.
• 18:04
  SPEAKER_01: Yes.
• 18:04
  SPEAKER_01: And that's all super clear and written.
• 18:06
  SPEAKER_01: It starts from the top of saying, hey, you know, one of those things, and I don't fully know this, but I know that you can't just own a Chick-fil-A and not be part of the operations.
• 18:15
  SPEAKER_01: You have to be in the operations.
• 18:16
  SPEAKER_01: So you understand that you have to know exactly how it works and you have to be there and implement it.
• 18:21
  SPEAKER_01: So you take your average person, put them to play there, and they become a superstar because of good process.
• 18:25
  SPEAKER_00: I'll tell you, so so we talked about the restaurant industry.
• 18:28
  SPEAKER_00: Now I hope everybody understands, like, we're not getting off subject here.
• 18:31
  SPEAKER_00: We're we're trying to prove a point of all these different industries because we haven't talked about how we've learned from, you know, AutoNation or Carmax or Carvana or our competitors down the road.
• 18:42
  SPEAKER_00: We're talking about other industries because if your blinders are on and you think that you can only learn from your industry, you're missing out.
• 18:50
  SPEAKER_00: I'll tell you through can we've now been in construction for seems like eternity, but past six years we've been in construction.
• 18:57
  SPEAKER_00: And it shall be a laugh on this one, I tell you.
• 19:00
  SPEAKER_00: One of the things, and they had to hit us over the head with this quite a few times.
• 19:03
  SPEAKER_00: One of the things that we've learned and implemented in is having documentation, emails, and pictures.
• 19:11
  SPEAKER_00: Oh yeah.
• 19:13
  SPEAKER_00: Time and time again.
• 19:14
  SPEAKER_01: And it went on both ways of what they said and what we said.
• 19:17
  SPEAKER_01: And so we would have this long conference call, and I learned to start recording everything.
• 19:21
  SPEAKER_01: So then I could go reference it.
• 19:22
  SPEAKER_01: But they were like, Well, uh, you know, it's like, but is it written on the box?
• 19:26
  SPEAKER_01: Yeah.
• 19:27
  SPEAKER_01: Tommy boy here.
• 19:28
  SPEAKER_01: Is it written on the box?
• 19:29
  SPEAKER_01: But do we have documentation?
• 19:31
  SPEAKER_01: He was like, We don't, but we will next time.
• 19:33
  SPEAKER_01: I can assure you that.
• 19:35
  SPEAKER_00: Like because, like our architect, for example, uh, a different sector over there.
• 19:39
  SPEAKER_00: Every email he'd come, and at first, like it ruffled my feathers.
• 19:42
  SPEAKER_00: It would come over and he would say, On November 11th at 243, see the email I sent below that highlighted blah, blah, blah, blah, blah, blah, blah, blah, blah.
• 19:51
  SPEAKER_00: Any questions, let me know.
• 19:53
  SPEAKER_00: And I was like, dang.
• 19:54
  SPEAKER_01: So it was thorough, and there was it.
• 19:56
  SPEAKER_01: It was like, no, I didn't.
• 19:57
  SPEAKER_01: It's like, crap, okay, we missed that.
• 19:59
  SPEAKER_01: It doesn't work.
• 20:00
  SPEAKER_01: We realized that's change order.
• 20:01
  SPEAKER_01: That's right.
• 20:02
  SPEAKER_01: And that's okay, that's on us.
• 20:03
  SPEAKER_01: You know, but he's like, no, you contracted for me this.
• 20:06
  SPEAKER_01: I laid out this, and we're like, whoo, we didn't know that it was that far down that we couldn't change anymore.
• 20:11
  SPEAKER_00: That's right.
• 20:11
  SPEAKER_01: You know, but then when it was written, it was like totally like, all right.
• 20:16
  SPEAKER_00: So we so we then implemented that and taking it whether we're addressing somebody that's an outside vendor, we're addressing an employee, uh, we're addressing a customer if they have a concern.
• 20:27
  SPEAKER_00: We still want to have communication.
• 20:30
  SPEAKER_00: Yes.
• 20:31
  SPEAKER_00: And and talk-to-talk conversation.
• 20:33
  SPEAKER_00: Because that's that's one thing that's gone too far in this world, is nobody will pick up the phone and have a conversation about something.
• 20:39
  SPEAKER_00: Yeah.
• 20:39
  SPEAKER_00: And they want to talk and have some dialogue, but then a recap email comes.
• 20:43
  SPEAKER_00: Yeah.
• 20:44
  SPEAKER_00: And it says, Hey, to review what we discussed today, here are the points.
• 20:48
  SPEAKER_00: If I'm missing anything, please let me know.
• 20:49
  SPEAKER_01: And uh it's funny you say that because I was just on the phone the other day with a uh with an investment style company.
• 20:56
  SPEAKER_01: It was they were moving some things around, they were like, Hey, I just want to verify this.
• 20:59
  SPEAKER_01: And I had to call on the phone to verify some things.
• 21:01
  SPEAKER_01: And and I said, Hey, will you do me a favor?
• 21:03
  SPEAKER_01: When you get off this to me, I need you to email me back everything that we covered and line item all these things.
• 21:08
  SPEAKER_01: And they're like, uh I was like, it doesn't have to be formal.
• 21:10
  SPEAKER_01: I just need it from you, so I have it in documentation and it's on me, it's not on you guys.
• 21:16
  SPEAKER_01: Like, I just need to have that because I've learned that that's right.
• 21:19
  SPEAKER_01: That's the first thing.
• 21:20
  SPEAKER_01: If someone's like, I went over that.
• 21:21
  SPEAKER_01: I go and I search my files.
• 21:22
  SPEAKER_01: I'm like, hey, what did we go over on that day?
• 21:25
  SPEAKER_01: And what was my expectation?
• 21:26
  SPEAKER_01: What was that timeline?
• 21:28
  SPEAKER_01: Yeah.
• 21:28
  SPEAKER_01: You know, that's one of those things.
• 21:30
  SPEAKER_01: So totally switching over.
• 21:31
  SPEAKER_01: You started talking about construction.
• 21:32
  SPEAKER_01: So let's roll into that.
• 21:33
  SPEAKER_01: What did we learn in building construction?
• 21:36
  SPEAKER_00: So in other industries, we learn to be better planners and be better communicators.
• 21:42
  SPEAKER_00: Yes.
• 21:42
  SPEAKER_00: Um, we thought that a lot of the stuff, because uh let's be really honest, and this is gonna uncover hopefully what other people can relate to.
• 21:52
  SPEAKER_00: Because I I do want to make sure we don't have to discuss this, but I just want to make this point.
• 21:56
  SPEAKER_00: When we talk about what we've already discussed so far in this podcast.
• 22:01
  SPEAKER_00: We don't have all that to a T figured out.
• 22:03
  SPEAKER_00: No, no, no.
• 22:04
  SPEAKER_00: We've identified it.
• 22:05
  SPEAKER_00: We've identified it and we still have plenty of areas we're working on for that.
• 22:09
  SPEAKER_00: Oh yeah.
• 22:10
  SPEAKER_00: And one of the things in construction that we learned is we did not plan far enough ahead.
• 22:16
  SPEAKER_00: And I mean, I'm talking about things like we knew where the signs went, but we're like, we'll figure that out down the road.
• 22:23
  SPEAKER_00: Yeah.
• 22:23
  SPEAKER_00: Well, figuring it out down the road was after the wall had been closed up.
• 22:27
  SPEAKER_00: Became more costly.
• 22:28
  SPEAKER_00: And the voltage wasn't there, and it was three times the cost.
• 22:31
  SPEAKER_00: Yeah.
• 22:31
  SPEAKER_00: You know?
• 22:32
  SPEAKER_00: Yeah.
• 22:32
  SPEAKER_00: Figuring out where all the data would go down the road and not having it on the plans.
• 22:36
  SPEAKER_00: In one store, we had twenty too many data ports not in the right area.
• 22:41
  SPEAKER_00: Yeah.
• 22:42
  SPEAKER_00: And just entrusting that somebody else knew exactly what we needed cost us down going down the road.
• 22:49
  SPEAKER_01: Um so here's a tricky part that we learned.
• 22:51
  SPEAKER_01: So if you if you don't know, now you'll know we we did build a new campus uh, I guess two or three years ago where we first got on here.
• 23:00
  SPEAKER_01: Oh 26 acres, over 150,000 square foot when completed.
• 23:03
  SPEAKER_01: And but before that, we spent 10 years researching going around to all these different businesses.
• 23:09
  SPEAKER_01: Now I would say like 80% of them were automotive related.
• 23:11
  SPEAKER_01: They were.
• 23:12
  SPEAKER_01: But there was 20% hyper focused on outside of what we do because we wanted to learn people, areas, processes, and and customer view and what it looks like to go through there.
• 23:23
  SPEAKER_01: You know, so we learned upon all those ideas and that we learned of how to make it more efficient.
• 23:29
  SPEAKER_01: You know, we talked about the Chick-fil-A, we talked about Blue Cross, Boo Show, JB Hunt, yeah, of all those different areas.
• 23:34
  SPEAKER_01: So taking away from those industries.
• 23:37
  SPEAKER_00: And I think the and why did we do that?
• 23:39
  SPEAKER_00: Well, we realize that the we're a franchise dealer, and the manufacturers we work with, they're great at producing vehicles.
• 23:49
  SPEAKER_00: They're great at getting vehicles to us and coming out with the programs.
• 23:53
  SPEAKER_00: They're they're not in the people business.
• 23:55
  SPEAKER_00: That's why they need the dealer network, which is us.
• 23:57
  SPEAKER_00: Well, if they're not in the people business, we've got to look at others that are in the people business.
• 24:02
  SPEAKER_00: You've heard us talk about this on the podcast before.
• 24:04
  SPEAKER_00: We focus on employees first and customers second.
• 24:10
  SPEAKER_00: And the reason we do that is because if our employees are in a great mindset and like where they work, the customer will get a better experience.
• 24:19
  SPEAKER_00: They really will.
• 24:20
  SPEAKER_00: So we needed to figure out what it'll do for employees to for a better place to work.
• 24:26
  SPEAKER_00: And we needed to go outside automotive.
• 24:28
  SPEAKER_00: And here's how we identified that is like Shelby said, 80% of the 100 places we went to were automotive.
• 24:34
  SPEAKER_00: They were 100% at first.
• 24:36
  SPEAKER_00: What we learned when we asked people, y'all, y'all remember this, the last one of the last questions we would ask the general manager or the owner when we were walking through is if you had to do this again, what would you change?
• 24:47
  SPEAKER_00: And nine out of 10 times they said, Well, we just built exactly what the manufacturer sent over to us.
• 24:52
  SPEAKER_00: There'd be plenty of stuff we would change.
• 24:55
  SPEAKER_00: And we're like, if everybody's saying that about automotive, we're gonna have to look outside automotive to bring in some things.
• 25:02
  SPEAKER_00: If we want to be different than everybody else, we got to incorporate it in.
• 25:05
  SPEAKER_01: Yep.
• 25:06
  SPEAKER_01: And that was one of those things with our architect, because he, you know, he had done 300 plus projects, and they were all, as a manufacturer would say, with some pins and some quirks.
• 25:15
  SPEAKER_01: And so then we had to bring and we had many, many walks.
• 25:19
  SPEAKER_01: Yeah.
• 25:19
  SPEAKER_01: Uh, and many like one-on-one conversations, like, hey, I know it looks like this, yes, but here's the things that we want to integrate and change.
• 25:27
  SPEAKER_01: And but we had to continue to follow through with that because, like, why is this like this?
• 25:31
  SPEAKER_01: Why are these door piano style doors?
• 25:33
  SPEAKER_01: Why don't we have a garage door here?
• 25:35
  SPEAKER_01: And why is this this height?
• 25:36
  SPEAKER_01: And why is this all not this wide and needs to be this wide?
• 25:39
  SPEAKER_01: Yeah.
• 25:40
  SPEAKER_01: Uh, and and so we learned a whole lot from those other industries of getting outside of the and so that's one of the things when you come to our stores, you'll notice it's different.
• 25:47
  SPEAKER_01: Yeah, that's right.
• 25:48
  SPEAKER_01: That the layout, the flow that things are different.
• 25:50
  SPEAKER_01: People that have been to thousands of Ford stores, you know, on Ford level that have been to most of the stores, they're like, wow, this is different.
• 25:57
  SPEAKER_01: This is like worthwhile.
• 25:59
  SPEAKER_01: That makes sense.
• 25:59
  SPEAKER_01: Customer flow, customer experience, employee process, employee experience, that was designed into it.
• 26:06
  SPEAKER_00: So, to in order to do that and to try, you're like, okay, that sounds great, but how do you open those doors?
• 26:11
  SPEAKER_00: Well, if we first went to our construction company and we said, would you please give us some projects that you've worked on that had great customer break, I mean, uh, employee break rooms that had really cool lounges or common areas.
• 26:24
  SPEAKER_00: They're like, okay, like will you schedule that?
• 26:26
  SPEAKER_00: And then they would go with us and we'd schedule that, and we'd go up to Tyson or we go up to JB Hunt or Blue Cross Blue Shield, all three of those, you know, or you know, one's a trucking company, one produces chicken, one does insurance.
• 26:39
  SPEAKER_00: And we would go look at all of those and we figure it out.
• 26:42
  SPEAKER_00: And then when we would get there, we would ask people, hey, have you been anywhere else?
• 26:45
  SPEAKER_00: Yeah.
• 26:46
  SPEAKER_00: And it just starts opening these doors and these doors, and and we learn from everybody else to figure that out.
• 26:51
  SPEAKER_02: I think a lot of people think before they do it, that someone that owns a business owner or a GM that runs the business is very secretive and is not going to show you around a campus.
• 27:02
  SPEAKER_02: They love to show off their campus, what they've built and put together.
• 27:07
  SPEAKER_02: So you'll have really good luck if you get that connection, your foot in the door.
• 27:12
  SPEAKER_02: Because if some random person calls you up, it's like, hey, show me around everywhere, you're like, no, I I don't have time to be able to go through.
• 27:20
  SPEAKER_02: But they love being able to go through the process.
• 27:23
  SPEAKER_00: What you get the connection there, you have to remember people that are entrepreneurs, they're a general manager, they've had so many people pour into their life.
• 27:32
  SPEAKER_00: They're they're willing and ready to the right people to reciprocate that.
• 27:37
  SPEAKER_01: I think with the right layup or the the right handoff or the right conversation, they are happy to help.
• 27:42
  SPEAKER_01: Right.
• 27:43
  SPEAKER_01: They're happy to pay it for it.
• 27:44
  SPEAKER_01: And I'll tell you, if you're sitting here thinking, okay, I'm not building a new building and I'm not changing up.
• 27:49
  SPEAKER_01: Well, you just need to start with one of these two things.
• 27:52
  SPEAKER_01: And I would say both of them.
• 27:53
  SPEAKER_01: I would have a survey for your current employees and a survey for your current customers.
• 27:58
  SPEAKER_01: And says something like, hey, we always want to be on the front line of a good business.
• 28:03
  SPEAKER_01: We want to make sure that we have a very efficient process, a very enjoyable process.
• 28:07
  SPEAKER_01: And if there's anything that we can improve on, we would love to know that.
• 28:10
  SPEAKER_01: And then you're gonna have to give them a couple selections.
• 28:13
  SPEAKER_01: Hey, uh, the way that we process scheduling appointment, the way that we process coming to your site, and the way that we process payment.
• 28:21
  SPEAKER_01: Are any of these things have you seen lately that could be changed?
• 28:24
  SPEAKER_01: And then you're gonna ask your employees, like kind of the same thing.
• 28:26
  SPEAKER_01: Hey, is there anything that slows you down during the day?
• 28:29
  SPEAKER_01: Some things you can change, some things you can't, but if you ask those questions, you'll be able to whiteboard and you'll be able to circle the main problems, and then you can look at the other businesses and say, How are they doing this?
• 28:40
  SPEAKER_01: Yeah.
• 28:41
  SPEAKER_01: Same thing in that restaurant industry, how are we doing this?
• 28:44
  SPEAKER_01: You know, talk about Sam's Club.
• 28:46
  SPEAKER_01: One of the things that I know you guys love the most, and we talked about this, is that you can do scanning guides.
• 28:51
  SPEAKER_01: Yes.
• 28:51
  SPEAKER_01: And then you get to skip the checkout line.
• 28:53
  SPEAKER_01: You didn't have to talk to anybody if you didn't want to, and then you can leave your phone open and the scanner reads it, and they don't have to stop and check your receipt.
• 29:00
  SPEAKER_01: They're like, see you later.
• 29:02
  SPEAKER_01: Right?
• 29:02
  SPEAKER_01: That's learning from other industries.
• 29:04
  SPEAKER_01: So if you ask the customers where's the issue, they'd be like, hey, it's your checkout process.
• 29:08
  SPEAKER_01: And they were like, Oh, I can do that.
• 29:10
  SPEAKER_00: There's two things that you've hit on so far that I hope everybody understands.
• 29:15
  SPEAKER_00: Because in business, too many times the first subject that comes up is price.
• 29:21
  SPEAKER_00: What's your pricing?
• 29:21
  SPEAKER_00: What's your pricing?
• 29:22
  SPEAKER_00: What's your pricing?
• 29:23
  SPEAKER_00: We've talked about restaurant, we talked about Sam's Club.
• 29:26
  SPEAKER_00: Both of those things, what's important to us is time.
• 29:31
  SPEAKER_00: How quick can I get in and out of there?
• 29:34
  SPEAKER_00: How quick can I get my ticket?
• 29:36
  SPEAKER_00: How quick can I get in and out of Sam's?
• 29:38
  SPEAKER_00: Because time is a value.
• 29:41
  SPEAKER_00: So you can cut your price or you can give back some time through the processes.
• 29:46
  SPEAKER_00: Now, in our buildings, I want to talk about this.
• 29:50
  SPEAKER_00: When we looked at what is where's the location, what's the flow look like, we reverse engineered it.
• 29:56
  SPEAKER_00: So we said if we look at on a daily basis, where's the majority of the traffic in the dealership?
• 30:03
  SPEAKER_00: It's in service.
• 30:04
  SPEAKER_00: It's in service.
• 30:05
  SPEAKER_00: I mean, when you look at the ratio and then and then you design it around that.
• 30:10
  SPEAKER_00: Everybody loves looking at the showroom and the cool cars, but when you look at the frequency of visits, it's through service.
• 30:16
  SPEAKER_00: So when we would y'all remember this, we would get ready to pull into a dealership with everybody in the car that was our focus group going to look at it.
• 30:24
  SPEAKER_00: And I would say this when we come in here, don't tell me about the colors, don't tell me about the wow factors, don't tell me about the cars, tell me how to get to service.
• 30:34
  SPEAKER_00: Because we realize that people are gonna come to service.
• 30:36
  SPEAKER_00: Yep.
• 30:37
  SPEAKER_00: We say, Show I've never been here before.
• 30:39
  SPEAKER_00: How do I get to service?
• 30:41
  SPEAKER_00: And I hope everybody would agree when you come into our dealership, you really have to mess up to not know where service is.
• 30:48
  SPEAKER_00: You come straight in one entrance and it dumps you straight into service.
• 30:53
  SPEAKER_00: I mean straight into service.
• 30:54
  SPEAKER_00: The only thing you have to pick of am I gotta go right or veer, right or left to go to Ford or go to CDJR.
• 31:00
  SPEAKER_01: And it can't it became so hyper-focused and basic that we removed parking spots out of their visual line of sight so that it wasn't a park thing.
• 31:09
  SPEAKER_01: Come inside and say, How do I get to service?
• 31:11
  SPEAKER_01: The first thing are arrows that say, Hey, pull in for service.
• 31:15
  SPEAKER_01: The garage doors will be open or they will open for you.
• 31:17
  SPEAKER_01: And so then you're right where you need to be while removing friction and removing uncertainty was that thing right there.
• 31:24
  SPEAKER_01: And then we realized we need to have enough depth because there's some other stores around us that do more service than we do.
• 31:30
  SPEAKER_01: There's one right down the road, and you'll see it on a Saturday morning.
• 31:33
  SPEAKER_01: If they get more than three cars in a row, yes, they're in the road.
• 31:37
  SPEAKER_01: Yeah.
• 31:38
  SPEAKER_01: And so it's like, shoot, we didn't plan that far.
• 31:40
  SPEAKER_01: It was like, okay, can we get 18 or 20 cars if they dropped overnight or if they came super early, and then it wouldn't impede the rest of the traffic for all the employees and the customers.
• 31:50
  SPEAKER_01: Like, okay, we can do that, right?
• 31:52
  SPEAKER_01: But but understanding that of that chick-fil mentality of being able to process.
• 31:56
  SPEAKER_01: And and part of that came from another industry too.
• 31:58
  SPEAKER_00: We looked at our competitors who did it the best.
• 32:00
  SPEAKER_00: They're like, okay, how are they flowing in?
• 32:02
  SPEAKER_00: Well, the people are lined up right for the service line, they're not going into a parking space.
• 32:07
  SPEAKER_00: So we learn that from competitors in our industry.
• 32:10
  SPEAKER_00: But then we're like, well, hang on though, look how congested it is.
• 32:13
  SPEAKER_00: So then we learn from the restaurant industry if I decide to go out to eat and I try to go to a restaurant, and you're the same way, and there's not a parking spot, I'm just going to the other restaurant.
• 32:25
  SPEAKER_00: Right?
• 32:26
  SPEAKER_00: I'm not because in my mind, what's it saying?
• 32:28
  SPEAKER_00: It's busy inside.
• 32:29
  SPEAKER_00: It's busy inside.
• 32:30
  SPEAKER_00: It's not that I can't find a parking spot and I mind walking farther.
• 32:33
  SPEAKER_01: It's just generally a temperature.
• 32:34
  SPEAKER_01: You're checking the temperature, and if there's no parking spots, that means that there's a table, it's gonna take too long.
• 32:39
  SPEAKER_00: It's gonna take too long.
• 32:40
  SPEAKER_00: So then we went to the restaurant industry and saw that.
• 32:42
  SPEAKER_00: We're like, okay, and to Shelby's point, then we measured.
• 32:44
  SPEAKER_00: I mean, guys, we had cars parked out here before there was even a building.
• 32:47
  SPEAKER_00: Yeah.
• 32:48
  SPEAKER_00: And like, how many cars can we stack in here?
• 32:50
  SPEAKER_00: How many can we move at a time?
• 32:52
  SPEAKER_00: What's the distance out there?
• 32:53
  SPEAKER_00: Can you still get a car through?
• 32:55
  SPEAKER_00: And what why do I say all this?
• 32:57
  SPEAKER_00: Because that all has to do with process.
• 32:58
  SPEAKER_00: And if we could build the process into the infrastructure of the building, we take good people and make them great.
• 33:06
  SPEAKER_00: Because it's what they do, what they do.
• 33:09
  SPEAKER_00: And and then, okay, how do we duplicate that between the buildings?
• 33:12
  SPEAKER_00: And we're like, okay, we got the flow great for the Ford store, but if we take the same building, we duplicate it for the CDGR, we gotta make a turn.
• 33:20
  SPEAKER_00: You know, we gotta make a turn, we gotta make two turns.
• 33:23
  SPEAKER_00: If you gotta make two turns, it's frustrating.
• 33:25
  SPEAKER_00: Well, how do we do that?
• 33:26
  SPEAKER_00: We flip the building on its head, so we make both service drives there.
• 33:31
  SPEAKER_00: And then both buildings, and I'm going a little down the road here, but this is important.
• 33:36
  SPEAKER_00: Both buildings, besides the colors, they're identical.
• 33:38
  SPEAKER_00: And where'd that come from?
• 33:40
  SPEAKER_01: We learned that in the Walmart.
• 33:41
  SPEAKER_01: You know, so you think about if you go to Walmart, whether it be here in Northwest Arkansas or if you're in Alabama, you're in Florida, you're in Colorado, the outside looks the same.
• 33:50
  SPEAKER_01: Yep.
• 33:50
  SPEAKER_01: Right.
• 33:50
  SPEAKER_01: And then they're gonna label on the outside, here's the grocery side, and then here's the shopping side.
• 33:55
  SPEAKER_01: And so the layout might be a tad bit different of if the groceries on the far left or on the far right, but then you understand how it all operates.
• 34:01
  SPEAKER_01: So it's symmetry, so you feel like you're at home, you feel comfortable, and you can process through just the same way no matter where you're at.
• 34:07
  SPEAKER_01: It's brand familiarity and process familiarity.
• 34:10
  SPEAKER_01: And so then we were like, let's copy that.
• 34:12
  SPEAKER_01: That's right.
• 34:12
  SPEAKER_01: So no matter what store you go to, CDJR Ford, it's identical, left and right, and right and left is backwards.
• 34:18
  SPEAKER_01: But once you get inside, the coffee's in the same space, the the waiting area is the same space, the sales office, the finance, the sales manager tower, the service write-up area, it is identical.
• 34:28
  SPEAKER_00: So there's there's two keys there is it's from the customer, from the employee standpoint.
• 34:32
  SPEAKER_00: From a customer, you want to feel confident on where you go and where things are located.
• 34:36
  SPEAKER_00: And then from an employee standpoint, McDonald's does this too.
• 34:41
  SPEAKER_00: They can regionally move shift managers around, store managers around without much disruption in business because they know where things are, they know how to focus, and they don't miss a beat.
• 34:52
  SPEAKER_00: So we can take a manager, we got a manager right now that we're rotating through stores.
• 34:56
  SPEAKER_00: And it's similar feels.
• 34:57
  SPEAKER_00: So they can hit the ground running.
• 34:59
  SPEAKER_00: They know where the things are, they know how to process it.
• 35:01
  SPEAKER_00: We can move a service advisor from one to the other, so on and so forth.
• 35:05
  SPEAKER_00: A salesperson can take a customer from one store to the other.
• 35:08
  SPEAKER_00: I remember at our old store, we would have a salesperson that would bring somebody over and they're like, okay, where do I take the customer to?
• 35:14
  SPEAKER_00: Where do I work the deal at?
• 35:16
  SPEAKER_00: And now it's all the same.
• 35:18
  SPEAKER_01: And we even went as granular as learning from doctors' offices that uh we are all on a server.
• 35:24
  SPEAKER_01: And so you can log in at any portal.
• 35:26
  SPEAKER_01: And I love that because I can go up to the office, I can go over any computer that I can find.
• 35:30
  SPEAKER_01: I can log in and it pulls up my profile.
• 35:32
  SPEAKER_01: Yep.
• 35:32
  SPEAKER_01: And you're able just to continue moving on.
• 35:34
  SPEAKER_01: A doctor does the same thing from office to office to office because too often it'll be like, that's saved on my browser.
• 35:39
  SPEAKER_01: Like, well, your browser's here.
• 35:41
  SPEAKER_01: Your browser's here.
• 35:42
  SPEAKER_01: It's there.
• 35:42
  SPEAKER_01: Just remember your login and your password, and you're good to go.
• 35:45
  SPEAKER_00: So so far to integrate into our business, we got doctor's offices we've used for terminals and how to access the data we need.
• 35:52
  SPEAKER_01: And that made it all the way back to the service department.
• 35:55
  SPEAKER_00: All the way to the service department.
• 35:56
  SPEAKER_00: We've got restaurant that we've taken through as far as parking and stuff.
• 36:00
  SPEAKER_00: Parking and paying.
• 36:01
  SPEAKER_00: Parking and pain.
• 36:02
  SPEAKER_00: We've got Walmart for the layout of the stores, you know.
• 36:06
  SPEAKER_00: Uh we've got other dealerships we've looked at.
• 36:09
  SPEAKER_00: Yeah.
• 36:10
  SPEAKER_00: Um, and then we have people like Blue Cross, Blue Shield, and Tyson and JB Hunt, and then Google and Yahoo, those we had to look at remotely.
• 36:18
  SPEAKER_01: Flex spaces, employee spaces, employee gyms.
• 36:23
  SPEAKER_01: Yes, like all those things for we got those from all those industries.
• 36:27
  SPEAKER_00: From all those industries.
• 36:29
  SPEAKER_00: And if we would have just taken the manufacturer's word for it, who is a great partner of ours, but they're in producing vehicles.
• 36:37
  SPEAKER_00: We challenged all these areas to make something great.
• 36:40
  SPEAKER_00: And it's all focused around processes and getting the right people in there, and then the product's the product.
• 36:47
  SPEAKER_02: Absolutely, absolutely, completely diving into there.
• 36:51
  SPEAKER_02: So, what kind of fun fact do you got for us this week?
• 36:54
  SPEAKER_02: We blew past the fun fact.
• 36:56
  SPEAKER_02: Well, hit on the second one.
• 36:57
  SPEAKER_01: Fun fact quiz of the week.
• 36:59
  SPEAKER_02: I love whenever we get on a ramp because it just completely pours in all the relevant information.
• 37:05
  SPEAKER_02: But when was the wheel invented?
• 37:07
  SPEAKER_02: I got four different options for horse.
• 37:10
  SPEAKER_02: When was the wheel in void in a wheel?
• 37:14
  SPEAKER_02: 1889, 1703, 1829, or 4,000 BC.
• 37:22
  SPEAKER_02: 4,000 saying is way too.
• 37:24
  SPEAKER_01: I'm going 1829.
• 37:25
  SPEAKER_01: That would have been 6,026 years ago.
• 37:29
  SPEAKER_01: For 4,000 years.
• 37:30
  SPEAKER_01: That'd have been a little engineer there.
• 37:32
  SPEAKER_02: What's our answer?
• 37:34
  SPEAKER_02: 4,000 BC.
• 37:37
  SPEAKER_02: That's how they built the Great Pyramids.
• 37:39
  SPEAKER_02: Uh-huh.
• 37:40
  SPEAKER_02: There was a whole lot of things moving around there.
• 37:42
  SPEAKER_02: So diving into that.
• 37:44
  SPEAKER_01: That's pretty fun.
• 37:45
  SPEAKER_02: Absolutely.
• 37:45
  SPEAKER_02: Long time ago, wheels and tires have always been a consistent thing that is adapted.
• 37:50
  SPEAKER_02: So long time ago.
• 37:51
  SPEAKER_01: Not a whole lot's changed there on that.
• 37:52
  SPEAKER_01: All right, core number three.
• 37:54
  SPEAKER_01: Why should we look at other industries and other companies?
• 37:56
  SPEAKER_01: And we've we've got into that quite a bit there of learning from Walmart and Sam's Club.
• 38:01
  SPEAKER_01: One thing we haven't dove into yet is in our uh salesperson or even more our delivery process of learning from Apple.
• 38:11
  SPEAKER_01: Yeah, that's right.
• 38:12
  SPEAKER_01: Well, what did we learn there?
• 38:13
  SPEAKER_00: So we learned that number one, we were trying to get one person to do multiple jobs.
• 38:20
  SPEAKER_00: We were trying to get a salesperson who was good at selling, who was good at going after goals, who was self-driven.
• 38:25
  SPEAKER_00: Before we learned this is what we were doing.
• 38:27
  SPEAKER_00: Yes.
• 38:28
  SPEAKER_00: Two, they weren't really good at today's vehicle being patient, going over all the features, syncing the phone up, getting everything to work.
• 38:38
  SPEAKER_00: They were actually after it was sold.
• 38:39
  SPEAKER_01: They had this uh to be a good sales professional, your goal mindset.
• 38:43
  SPEAKER_01: Yeah.
• 38:43
  SPEAKER_01: So you're trying to get that vehicle sold, check it off.
• 38:46
  SPEAKER_00: And move to the next.
• 38:46
  SPEAKER_01: And then we were trying to get them to process stuff.
• 38:48
  SPEAKER_00: And that just didn't work.
• 38:49
  SPEAKER_00: So then we looked at, okay, we need somebody to do delivery.
• 38:52
  SPEAKER_00: Well, then it's, hey, let's look at Apple.
• 38:54
  SPEAKER_00: You know, let's look at ATT.
• 38:56
  SPEAKER_00: Uh, what, you know, let's look at Verizon.
• 38:59
  SPEAKER_00: What do they do there?
• 39:00
  SPEAKER_00: How is their process?
• 39:02
  SPEAKER_00: Yeah.
• 39:02
  SPEAKER_00: And they had dedicated people that were non-commission based, that were just based upon customer satisfaction, that would take the time to figure out the nuances with 14 different versions of phone software and the vehicle.
• 39:16
  SPEAKER_00: How do we get that together?
• 39:18
  SPEAKER_00: And would be adaptable to somebody that said, just throw me the keys.
• 39:20
  SPEAKER_00: I want to leave with a vehicle, or I want to spend four hours going every over every feature and benefit.
• 39:25
  SPEAKER_01: You know, one of the first places that we saw this outside of that industry, and then we learned, and we had to adapt that part of this, was uh that RV store south of Dallas.
• 39:36
  SPEAKER_00: Oh, yeah.
• 39:37
  SPEAKER_01: Massive.
• 39:38
  SPEAKER_01: I can't remember the name of it.
• 39:39
  SPEAKER_01: But home specialties.
• 39:41
  SPEAKER_01: They have every level of we went there one time, we were in an auction, and uh that was 100 plus places we went to.
• 39:48
  SPEAKER_01: But what we saw in the very middle of this was what looked like a campsite.
• 39:52
  SPEAKER_01: Yes.
• 39:52
  SPEAKER_01: And they had, you know, 20 foot in between each campsite with full hookups, full hookups, sewer, electric water, astroturf in between turf in between, picnic table, and was like, what is this for?
• 40:03
  SPEAKER_01: They said, This is our delivery error.
• 40:05
  SPEAKER_01: I said, huh?
• 40:06
  SPEAKER_01: Now, the one thing that we had to adapt and change is they would schedule after you bought it, they were not in the right now business.
• 40:13
  SPEAKER_01: They would schedule you and be a week or two later, they would bring your RV over after I did a post-sale inspection, they would set it up, yes, and then they had a delivery specialist that would show you all the switches, all the buttons, how to flush your tanks.
• 40:26
  SPEAKER_01: It was very good.
• 40:27
  SPEAKER_01: It was.
• 40:27
  SPEAKER_01: I was like, this is solid.
• 40:29
  SPEAKER_01: It's not your sales professional that's doing it, it's not a manager that's doing it, it's someone that has a passion.
• 40:34
  SPEAKER_01: You know, maybe think of a retired person who loves camping or loves RVing.
• 40:37
  SPEAKER_01: They were like, hey, let me show you this little trick, let me show you this little trick.
• 40:40
  SPEAKER_01: And so they'd actually show you how to use it, which is the greatest thing because we've bought many things and not like, nah, yeah, just give me the keys, and then we're like, hey, where does this plug go?
• 40:49
  SPEAKER_01: Like, I don't know, it's taking on water.
• 40:51
  SPEAKER_01: Like, oh crap.
• 40:52
  SPEAKER_01: We probably should have slowed down and listened in those things, right?
• 40:56
  SPEAKER_01: And uh so of realizing that, they're like, okay, how do we do that amazing delivery with a different person who has a different mindset of time and then understands all the features and realizes this customer wants more, this customer wants less, but we need to do it right now, right?
• 41:11
  SPEAKER_01: We realize right now mentality was so important.
• 41:13
  SPEAKER_01: So like when you go to get a new phone, it's like, no, okay, I don't color care what color it is, when can I have it?
• 41:18
  SPEAKER_01: Which one's the most available?
• 41:20
  SPEAKER_00: Yeah.
• 41:20
  SPEAKER_00: So that that's a great hybrid of manufacturers send us, hey, here's the checklist you need to do.
• 41:26
  SPEAKER_00: But then it's like we need to learn from somebody else that has done it well.
• 41:30
  SPEAKER_00: And they were in the motorhome business.
• 41:33
  SPEAKER_00: And how do we hybrid that together?
• 41:35
  SPEAKER_00: So that there's a there's a key point here that some of y'all will tune out and not get the golden nuggets.
• 41:43
  SPEAKER_00: So, what Shelby said on the motorhome was they had an amazing delivery, but they scheduled you for maybe a day or two or a week after you purchased it.
• 41:53
  SPEAKER_00: We could have said that will not work in our industry.
• 41:57
  SPEAKER_00: You don't know how our business functions.
• 42:00
  SPEAKER_00: Well, whoa, whoa, hang on.
• 42:01
  SPEAKER_00: So, what is it about our industry that's different?
• 42:04
  SPEAKER_00: Well, it's that people are fast food mentality.
• 42:06
  SPEAKER_00: They want to take their new car home, they want it right now and as fast as they can.
• 42:10
  SPEAKER_00: Okay, great.
• 42:11
  SPEAKER_00: How do we deliver that and then deliver an experience like the motorhome one where we can go over all the stuff?
• 42:18
  SPEAKER_00: Well, let's get delivery specialists in.
• 42:19
  SPEAKER_00: Let's let the salespeople keep going on and selling their next vehicle, and let's build delivery bays in there, and we'll go over it as in depth as they want.
• 42:27
  SPEAKER_01: Yeah.
• 42:27
  SPEAKER_00: No different than asking about the ticket at first for going to a restaurant.
• 42:30
  SPEAKER_00: Yeah.
• 42:31
  SPEAKER_00: Our delivery specialist will ask how in depth they want to go over.
• 42:35
  SPEAKER_00: And they'll spend, or they'll schedule if they don't have enough time that they could come back.
• 42:39
  SPEAKER_00: Yeah.
• 42:39
  SPEAKER_00: We're adaptive to meet the customer where they are, not trying to make them do what we want.
• 42:44
  SPEAKER_00: Yeah.
• 42:45
  SPEAKER_02: We've figured out with that of the delivery that we're now that's kind of their point of contact for any questions about the vehicle, not necessarily the salesperson.
• 42:54
  SPEAKER_02: And if I had to do a real quick delivery on your vehicle, hey Matt, I know you got to get out of here.
• 42:59
  SPEAKER_02: I'm going to show you the basics and I'm going to circle back around after you've played with a couple of things when we're going to answer some of those questions.
• 43:06
  SPEAKER_02: Yes.
• 43:06
  SPEAKER_02: So make sure your phone's connected and you can remote start, unlock your vehicle, and then we're going to send you on your way and I'm going to follow back up with you.
• 43:13
  SPEAKER_02: So that's kind of how we've adapted since we put them in there because we realize everybody can't sit down for.
• 43:19
  SPEAKER_02: We've had people that have gone for the full camping experience, and I had a delivery guy come in and he'd said, Hey, he was wanting to figure out how to change the spare tire.
• 43:28
  SPEAKER_02: Said, well, good, let's change the spare tire.
• 43:30
  SPEAKER_01: Yeah, you were to learn at the same time.
• 43:32
  SPEAKER_02: Get down there and fee the back front.
• 43:33
  SPEAKER_02: So of changing that and moving forward has helped us continue to evolve.
• 43:37
  SPEAKER_00: We could have missed that opportunity to learn if we would have been closed-minded with blinders on that says, That's great, and that'll work in the motorhome industry, but it won't work in ours.
• 43:47
  SPEAKER_00: Yeah.
• 43:48
  SPEAKER_00: You have to change your mindset as a leader to go, what can I take from that industry?
• 43:54
  SPEAKER_00: Mold to where it will work in my industry.
• 43:57
  SPEAKER_00: Because if I learn here's the really the key thing.
• 44:00
  SPEAKER_00: Thing we're talking about in any of this.
• 44:02
  SPEAKER_00: If you want to be the best in your industry and if you want to have the best experience, if you just do what everybody else is doing in your industry, there's no way you'll accomplish that goal.
• 44:13
  SPEAKER_00: Just think about that.
• 44:14
  SPEAKER_00: There's no way to be the best at it if you're doing what everybody else is doing.
• 44:20
  SPEAKER_00: That could you do it a little bit quicker, or could you do this or that?
• 44:23
  SPEAKER_00: Possibly so.
• 44:24
  SPEAKER_00: But if you really want to disrupt your industry, you have to do things that others aren't.
• 44:30
  SPEAKER_00: And the only way to figure that out is to learn from people outside of your industry.
• 44:35
  SPEAKER_00: That's truth.
• 44:36
  SPEAKER_01: I think that's so good.
• 44:37
  SPEAKER_01: And then one of the things that uh we might have skipped over, but we can focus back on is hiring for that person for that new age process or hiring outside of our industry.
• 44:48
  SPEAKER_01: So if we're always hiring automotive, then they know automotive, right?
• 44:52
  SPEAKER_01: And if we're trying to integrate all these great processes that are way outside of automotive and make them automotive, then we kind of have to look outside of our industry and say, what if we did hire somebody from furniture sales, or what if we hired somebody from a data center that understands how to process all these things, or someone who's really good at process, or someone that is really good with customer relationships with this, this, and this, but they weren't automotive.
• 45:16
  SPEAKER_01: So what have we learned in that with hiring people?
• 45:18
  SPEAKER_00: I'd say delivery for sure.
• 45:20
  SPEAKER_00: What what's the biggest stumbling part on delivery?
• 45:22
  SPEAKER_00: It's your phone.
• 45:24
  SPEAKER_00: It's your technology and your phone.
• 45:26
  SPEAKER_00: So it's let's hire somebody from a cell phone place.
• 45:28
  SPEAKER_00: Let let's hire from a technology place.
• 45:31
  SPEAKER_00: We can teach them the vehicle part.
• 45:34
  SPEAKER_00: You know, you you just learn that.
• 45:36
  SPEAKER_00: Yes.
• 45:36
  SPEAKER_00: Um, same thing with with uh customer service reps is let's let's go to somebody that has dealt with, you know, one of the great ones I learned is like from the insurance company.
• 45:45
  SPEAKER_00: Yep.
• 45:46
  SPEAKER_00: You know, from the return, they answered, they were in a call center and they they dealt with customer complaints or returns or this or that.
• 45:53
  SPEAKER_00: It's like, let's hire from them.
• 45:55
  SPEAKER_00: Yeah, you know, yeah.
• 45:57
  SPEAKER_01: That's that's definitely good.
• 45:58
  SPEAKER_01: We realized that it's like stop fishing in the same pond, everybody else's.
• 46:02
  SPEAKER_01: Yeah.
• 46:02
  SPEAKER_01: We're trying to be different.
• 46:04
  SPEAKER_01: Let's be creative and let's see what jobs do we have that if a person says, hey, I don't know what kind of position you have available, but I don't want to be part of your organization.
• 46:14
  SPEAKER_01: Your culture's ridiculously fun.
• 46:16
  SPEAKER_01: Uh, it seems like an amazing place to work for, it looks amazing.
• 46:20
  SPEAKER_01: What could I do there?
• 46:21
  SPEAKER_01: And it's like, well, what are you good at?
• 46:23
  SPEAKER_01: It's like, well, I don't know anything automotive.
• 46:24
  SPEAKER_01: It's like, that's okay.
• 46:25
  SPEAKER_01: I need this position, this position, this position, this position that have nothing to do with automotive.
• 46:30
  SPEAKER_01: And it's about all the things that we do that make it different.
• 46:34
  SPEAKER_01: I think that's what when we started doing that, we started getting different results because of those people that we were about, that talent we were able to hire.
• 46:41
  SPEAKER_00: I think that that that's so true.
• 46:43
  SPEAKER_00: And I'm gonna I'm gonna give you guys a checkup real quick.
• 46:46
  SPEAKER_00: If you're listening and it just makes you feel so uneasy to hire somebody outside of your industry, it is probably a key indicator that you don't have written processes in place.
• 47:00
  SPEAKER_00: Because if you have robust written processes in place, you should be able to plug anybody in there that has the willing to learn, has great character, they can learn what it is.
• 47:15
  SPEAKER_00: And I understand some of y'all are gonna say, well, they gotta be certified and they gotta do this and that.
• 47:19
  SPEAKER_00: They can get certified, they can get there.
• 47:22
  SPEAKER_00: If you don't have great processes, you're looking for a plug and play, and it's probably somebody that's just gonna keep job hopping.
• 47:30
  SPEAKER_01: Yep.
• 47:31
  SPEAKER_01: Yep.
• 47:31
  SPEAKER_01: And if you're wanting to change, you don't need to go that route.
• 47:34
  SPEAKER_01: You don't.
• 47:34
  SPEAKER_01: It's it's not gonna function well.
• 47:36
  SPEAKER_01: The the idea of being able to be a hands-off manager or just be able to hire somebody and put them in play, they're gonna do what they know, right?
• 47:43
  SPEAKER_01: And it's been taught by who, right?
• 47:45
  SPEAKER_01: And what have they changed the past?
• 47:47
  SPEAKER_01: And so, will that conform to your culture?
• 47:49
  SPEAKER_01: No way.
• 47:50
  SPEAKER_01: I that's not saying you can't learn from that person.
• 47:52
  SPEAKER_01: We learn a ton from all these people that we hire.
• 47:54
  SPEAKER_01: Like, hmm, didn't think of that.
• 47:55
  SPEAKER_01: And we never close the door on the idea.
• 47:57
  SPEAKER_01: Sure.
• 47:57
  SPEAKER_01: But we at least need to set up with proper expectations.
• 48:00
  SPEAKER_01: Here's what we do here and here and here.
• 48:02
  SPEAKER_01: And let me know on week one, week two, week three, week four of things that you see that might be areas of growth.
• 48:06
  SPEAKER_01: That's right.
• 48:07
  SPEAKER_02: Yeah, that's really good.
• 48:08
  SPEAKER_02: Okay, I got a couple of questions for both of y'all to be able to go through.
• 48:12
  SPEAKER_02: Matt, what's the best takeaway from another company that you have liked?
• 48:15
  SPEAKER_02: And then I'll come back, I'll come back to you.
• 48:17
  SPEAKER_02: But Shelby, what's been the one of the biggest successes of something that we've implemented from another company?
• 48:23
  SPEAKER_02: Okay.
• 48:23
  SPEAKER_00: I'd say one of the best takeaways I've learned from other companies is meeting customers, where they are and how they want to communicate.
• 48:33
  SPEAKER_00: Forever I tried to put everybody in the same box.
• 48:36
  SPEAKER_00: And what I mean by that is it is it phone call, is it text, is it email, is it I got some people that want to just communicate with me on messenger for whatever reason, but but that's okay.
• 48:47
  SPEAKER_00: I've learned to adapt and to not try to fit everybody in the same box on how I would do it and how the industry used to be.
• 48:55
  SPEAKER_01: I think that's really good and adaptable moving forward.
• 48:58
  SPEAKER_01: Um, I'll say one thing on success.
• 49:00
  SPEAKER_01: You know, we talked about you think areas of opportunity or areas what what I would call Mac truck theory is hey, if you know something happens, you get run over by a Mac truck, is there someone else that knows how to pick up your process without being able to get a hold of you and to be able to handle that?
• 49:16
  SPEAKER_01: So that allowed us, and you're like, I don't know.
• 49:18
  SPEAKER_01: And so here's the thing can you could you turn your phone off for a day and everything's still operated the same?
• 49:24
  SPEAKER_01: So that'd be first key indicator.
• 49:26
  SPEAKER_01: The second thing is I challenge you to go to your entire team and break this down.
• 49:30
  SPEAKER_01: Say, hey, I want you to write me, and I'm not firing you, I'm just curious.
• 49:34
  SPEAKER_01: Yeah, this will give you reality versus expectations.
• 49:37
  SPEAKER_01: I want you to write down your full job description, yep, and what is your role and duties every single day, and what are your procedures that you go through, write that down, and so you'll get that back from each department, each uh person, and that will allow you to see, whoa, here's what I thought this person needed to be doing.
• 49:55
  SPEAKER_01: Here's what their expectation of what they're doing.
• 49:58
  SPEAKER_01: Now, either they weren't properly trained or they don't care and they've just made their own thing, or wow, that person does a lot more or a lot less.
• 50:06
  SPEAKER_01: And so then that allows you to kind of recreate your roadmap and say, hey, we learned a lot of good things and I need to tune this department up.
• 50:13
  SPEAKER_01: That's right.
• 50:14
  SPEAKER_01: Or I need to give them some more pay or whatever it may be because they're doing a whole lot more.
• 50:18
  SPEAKER_01: That will allow you to reverse engineer that instead of just opening your checkbook or saying you're not doing well enough.
• 50:23
  SPEAKER_01: It's just managing expectations.
• 50:25
  SPEAKER_02: That's good.
• 50:26
  SPEAKER_02: It is great topic going over today.
• 50:28
  SPEAKER_02: Finding different industries that you can find habits, policies, procedures that really make a difference in your business.
• 50:35
  SPEAKER_02: So a lot went over today.
• 50:37
  SPEAKER_02: Always love having you on there.
• 50:39
  SPEAKER_02: Make sure and check us out, LewisTuperstore.com and Crossroads Conversation Podcast for all 83 episodes and more to come.
• 50:46
  SPEAKER_00: Hey, thanks for joining us today, and we hope you enjoyed this episode.
• 50:49
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• 50:54
  SPEAKER_00: We want to know what you'd like to hear, who you'd like to hear from, and what you want to see, or maybe even some questions for us to answer about either the automotive industry or just business in general.