Latest / Crossroad Conversations with the Lewis Brothers / Ep94 Every Word Counts...

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Ep94 Every Word Counts... · Crossroad Conversations with the Lewis Brothers

• 0:03
  SPEAKER_01: Hey everyone, welcome to Crumble 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.
• 0:15
  SPEAKER_01: 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.
• 0:24
  SPEAKER_01: And maybe even throw in a plug for you to do business with us.
• 0:27
  SPEAKER_02: Welcome back to the podcast, Costro Conversations with the Lewis brothers.
• 0:31
  SPEAKER_02: We're talking about episode 94, 94 hours, hopefully bringing something relevant that breaks it down.
• 0:37
  SPEAKER_02: And make sure that you dive in, put comments.
• 0:40
  SPEAKER_02: Hey, what do you like?
• 0:41
  SPEAKER_02: Absolutely.
• 0:42
  SPEAKER_02: What needs to change?
• 0:43
  SPEAKER_02: Hey, I'd like to hear from this person.
• 0:44
  SPEAKER_02: Hey, this person works for you, and I'd like to have them sitting next to you.
• 0:47
  SPEAKER_02: Sure.
• 0:48
  SPEAKER_02: Right?
• 0:48
  SPEAKER_02: So this week we're talking about every word counts.
• 0:53
  SPEAKER_02: Every single word you say is doing something.
• 0:55
  SPEAKER_02: It's building or it's breaking, it's opening or it's closing.
• 0:59
  SPEAKER_02: It's lifting someone up or quietly tearing them down.
• 1:03
  SPEAKER_02: As a leader, there's no neutral.
• 1:05
  SPEAKER_02: Think about that.
• 1:06
  SPEAKER_02: Like every action, every word has some type of reaction.
• 1:09
  SPEAKER_02: We train our people, our process, our strategy, but almost nobody trains the actual words coming out of their mouth.
• 1:20
  SPEAKER_02: Think about that.
• 1:20
  SPEAKER_02: Wow.
• 1:21
  SPEAKER_02: So this week, how and what you say as a leader shapes your own thinking, everyone else's thinking, the people that you lead, the entire culture around you.
• 1:29
  SPEAKER_01: That's right.
• 1:29
  SPEAKER_01: Now, before we get started there, if you missed last week's episode, episode 93, the price of being the name on the building, man, was it a good one.
• 1:39
  SPEAKER_01: Taylor and I unpacked that one.
• 1:40
  SPEAKER_01: So go back and check it out.
• 1:42
  SPEAKER_01: And you told them the cost of being on the name of the building.
• 1:45
  SPEAKER_01: Man, it got deep.
• 1:46
  SPEAKER_01: It got deep.
• 1:47
  SPEAKER_01: Go back to childhood.
• 1:48
  SPEAKER_01: And the uh there's a huge advantage of your name being on the must be nice.
• 1:53
  SPEAKER_01: Being on the building, but it also comes at a big cost.
• 1:56
  SPEAKER_01: And the absolute microscope being on you, whether you're at Walmart or growing up on a sports team.
• 2:02
  SPEAKER_00: Can't do that.
• 2:03
  SPEAKER_01: Whatever you do.
• 2:04
  SPEAKER_01: So uh go check out that episode and many more at Crossroad Conversations Podcast.com.
• 2:10
  SPEAKER_00: Absolutely.
• 2:11
  SPEAKER_00: What's the talk about today?
• 2:13
  SPEAKER_00: Going from the garage into our garage where you can bring your own vehicle.
• 2:19
  SPEAKER_00: We're talking about the Quick Lane Service Lube.
• 2:22
  SPEAKER_00: We've got over eight available bays and growing from there, but no appointment needed.
• 2:27
  SPEAKER_00: No appointment needed.
• 2:28
  SPEAKER_00: You roll right in.
• 2:29
  SPEAKER_01: What I love, and I'm going to give you guys some stats because you guys like that, is that we have moved from our old facility to our new facility.
• 2:36
  SPEAKER_01: We're a three to four times X on how many oil changes we can do at once.
• 2:41
  SPEAKER_01: Yep.
• 2:42
  SPEAKER_01: And we've cut our time on doing an oil change down by 50%.
• 2:47
  SPEAKER_01: So we went up in capacity, down in duration.
• 2:50
  SPEAKER_02: And there's two things that we measure with oil changes, right?
• 2:53
  SPEAKER_02: We do our best to never say no.
• 2:55
  SPEAKER_02: But the first thing is time it takes to do key to key.
• 2:59
  SPEAKER_02: When you give us the key to your car, when we give the key back to your car.
• 3:02
  SPEAKER_01: That's right.
• 3:03
  SPEAKER_02: But most importantly, before we just go really fast, is your quality.
• 3:07
  SPEAKER_02: And that's a big thing you get here is an advantage above and beyond of Jiffy Lube or the place on the corner.
• 3:13
  SPEAKER_02: Not say anything's wrong with them, but the quality that you get with a Ford certified technician and the team.
• 3:19
  SPEAKER_02: Every single one of those is a team.
• 3:21
  SPEAKER_02: So you got two sets of eyes, two sets of inspections that we do.
• 3:26
  SPEAKER_02: And so that's just a reason of why you should service at a Ford dealer or at our Ford dealer versus anyone else that you get service.
• 3:33
  SPEAKER_01: I think that's important.
• 3:34
  SPEAKER_01: And I think, you know, too, is you're talking about the quality, the multi-punt inspection you get when you pull in, you get the free alignment check.
• 3:40
  SPEAKER_03: Yeah.
• 3:41
  SPEAKER_01: We store all your data for no additional charge.
• 3:43
  SPEAKER_01: There's other places that charge for that.
• 3:45
  SPEAKER_01: And then also your car comes through the car wash in the end.
• 3:47
  SPEAKER_02: Yep.
• 3:48
  SPEAKER_02: And it's not any more expensive.
• 3:50
  SPEAKER_01: Well, in fact, we want to throw this out here for anybody listening.
• 3:53
  SPEAKER_01: If you come in and mention that you heard it on the Crossroad Conversation podcast, we'll give you 50% off our oil change packages.
• 4:01
  SPEAKER_02: So it's an oil pain package.
• 4:02
  SPEAKER_02: So what you're doing is pre-paying for your maintenance.
• 4:05
  SPEAKER_02: So do you think the price of labor will go up between now and two years from now?
• 4:08
  SPEAKER_02: Yes, just based upon inflation.
• 4:09
  SPEAKER_02: Do you think the price of oil will go up between now and two years from now?
• 4:14
  SPEAKER_02: Okay, so that would mean the oil change would be more or less.
• 4:16
  SPEAKER_02: It'd be more.
• 4:17
  SPEAKER_02: It would be more.
• 4:18
  SPEAKER_02: What if I was able to tell you that you could lock in the cost of today's oil change 5,000 miles from now and then all the way to 25 or 30,000 miles for 50 cents on today's dollar?
• 4:30
  SPEAKER_02: I'm not even talking about two years or three years from now.
• 4:33
  SPEAKER_02: That's something that we offer to you.
• 4:35
  SPEAKER_02: So ask your service advisor or your finance department manager hey, how do I lock in the cost of my oil change package?
• 4:43
  SPEAKER_02: And they can do that for you.
• 4:44
  SPEAKER_01: That's amazing.
• 4:45
  SPEAKER_01: That's amazing.
• 4:46
  SPEAKER_01: All right, let's dive into this week's episode.
• 4:49
  SPEAKER_01: The words you say to yourself set your ceiling.
• 4:55
  SPEAKER_01: And this couldn't be more true of a topic that the words that come out of your mouth mean something.
• 5:04
  SPEAKER_01: I mean every single word.
• 5:07
  SPEAKER_01: And when you think about the words you use, other people take it in.
• 5:12
  SPEAKER_01: And it either affects them in a positive or a negative way.
• 5:16
  SPEAKER_01: Nowhere in between.
• 5:18
  SPEAKER_01: And whether you meant for it to come out that way or you meant to have that context or not, it does.
• 5:26
  SPEAKER_01: So be quick to listen and slow to speak.
• 5:31
  SPEAKER_01: And make sure the words that come out of your mouth are not damaging, but they're uplifting, that they're direct and that they mean actually what you meant them to mean.
• 5:40
  SPEAKER_01: And I think with the way communication happens these days, you know, it started with from person to person and voice, and then it went over to email, and then it is now in texting a lot.
• 5:51
  SPEAKER_01: We see that all the time.
• 5:52
  SPEAKER_01: I don't know if you guys ever hear that, but like somebody texts something over or they send an email, and the other person on the other end's like, well, they were blah, blah, blah about that.
• 6:02
  SPEAKER_01: And that might not have meant what they meant at all.
• 6:05
  SPEAKER_01: It was just how it came across.
• 6:07
  SPEAKER_01: That shows the power of the words we use.
• 6:10
  SPEAKER_02: I think that's so important of how you communicate that.
• 6:12
  SPEAKER_02: Like, because you might have a frustration or something that needs to be addressed, but how you communicate it based on what's going on in your head right now can completely change that.
• 6:23
  SPEAKER_02: But but I love that of this goes back to the power of positive thinking of these things that might set your ceiling.
• 6:30
  SPEAKER_02: And you might be like, crap, I needed nine or 10-foot ceilings.
• 6:33
  SPEAKER_02: Yeah.
• 6:33
  SPEAKER_02: You might just set your ceiling at six foot.
• 6:35
  SPEAKER_02: Like you're in one of those little airplanes that you gotta lean over that's saying, if you ever could say, like, I don't have time for that right now, or I can't do that, or I'm extremely slammed, or like, I have no clue how to do that, I've never done that.
• 6:49
  SPEAKER_02: Then you just set your ceiling to say you will never accomplish that because you don't even allow your mind to think that far over your head.
• 6:57
  SPEAKER_01: And that's the internal side.
• 6:59
  SPEAKER_01: That's you know, I was talking about the external and who it affects.
• 7:02
  SPEAKER_01: You're talking about even before that, the internal.
• 7:04
  SPEAKER_01: Yeah, I mean yourself.
• 7:13
  SPEAKER_02: And you're like, yeah, yeah, yeah, whatever, Albert Einstein.
• 7:16
  SPEAKER_02: And it's like, well, no, I have to believe that.
• 7:19
  SPEAKER_02: So then I can speak that belief into others.
• 7:22
  SPEAKER_01: This subject is one that, and it doesn't offend me, but that I know that people have said without me being in the room or around me, is Matt puts too much emphasis and too much value and time in the specific words we say.
• 7:42
  SPEAKER_01: And I'm not gonna waver for that because I've seen outcomes be different based upon the words we use.
• 7:49
  SPEAKER_01: And we talk about this to our team all the time.
• 7:51
  SPEAKER_01: It's easy to talk about a mechanic.
• 7:53
  SPEAKER_01: What does a mechanic need to be able to be very good at their job?
• 7:57
  SPEAKER_01: Well, they need the training, but then they also need the tools.
• 8:00
  SPEAKER_01: They all have this rolling toolbox of$100,000 of specialty tools that do what?
• 8:06
  SPEAKER_01: They help them accomplish the job faster.
• 8:09
  SPEAKER_01: They get better results.
• 8:10
  SPEAKER_01: When we're in business or we're in communication and we speak to people, those tools are our words.
• 8:17
  SPEAKER_01: And we need this massive toolbox rolling behind us with the correct words and we pull them out at the correct time.
• 8:25
  SPEAKER_01: You don't see a mechanic just pull out a rubber mallet all the time and bang on the car hoping it'll fix it.
• 8:29
  SPEAKER_01: Yet in business, when the words that come out of our mouth can influence or positively move an employee or negatively, or ourselves, to your point, Shelby, we spend very little time investing in the muscle memory about what words to use and when.
• 8:48
  SPEAKER_02: That is so important.
• 8:49
  SPEAKER_02: No matter how you break it down or who's talking about it, it is so important to understand that I say you say.
• 8:56
  SPEAKER_02: Customer says this, you say this.
• 8:58
  SPEAKER_02: And so we constantly train on those words so that we get to forwardly progress.
• 9:03
  SPEAKER_02: Do your very that's something that we will train and something that we teach to every level.
• 9:08
  SPEAKER_02: Do your very best to never say no.
• 9:11
  SPEAKER_02: Because no means that's the end of the line.
• 9:13
  SPEAKER_02: And you're drawing the line in the sand, you're digging your feet in and saying, I will do no more.
• 9:18
  SPEAKER_02: And it it might be that the outcome is completely different, but you're saying and approaching it in a proper words, and like saying, I have to versus I get to.
• 9:29
  SPEAKER_02: You know, like the the same thing's accomplished, right?
• 9:32
  SPEAKER_02: Or maybe like the idea.
• 9:34
  SPEAKER_01: The same amount of words come out of your brain.
• 9:36
  SPEAKER_01: Yeah.
• 9:37
  SPEAKER_01: They they're probably gonna have two completely different outcomes.
• 9:40
  SPEAKER_03: Yes.
• 9:41
  SPEAKER_01: And the and really the mindset you approach it, and it starts with you, but then it's everybody around you, too.
• 9:48
  SPEAKER_02: And so I guess let me frame that.
• 9:50
  SPEAKER_02: So when you say I have to go to work today, or I get to go to work today, either way, you're gonna spend eight hours at work today.
• 9:56
  SPEAKER_03: That's right.
• 9:57
  SPEAKER_02: The outcome, what you're saying, is what you get out of those eight hours.
• 10:01
  SPEAKER_02: Yes, the outcome will be so different if you say, I get to go to work today and I'm gonna have so many opportunities.
• 10:07
  SPEAKER_02: That means I could have a lot of problems today.
• 10:09
  SPEAKER_02: Sure.
• 10:10
  SPEAKER_02: It's like I have so many opportunities.
• 10:12
  SPEAKER_01: And and then I know we keep parking here, but if you do not get and wrap your head around how important is how important it is the words you say, starting with you as an individual, you will miss a very powerful part of leadership, self-development, and really what all you accomplish.
• 10:30
  SPEAKER_01: And it's as simple as Shelby just brought up I have to versus I get to.
• 10:35
  SPEAKER_01: And you're like, oh, that doesn't make a difference.
• 10:37
  SPEAKER_01: It does make a difference because you're telling your brain that the people around you see that, and the outcomes will be different.
• 10:43
  SPEAKER_01: How you enjoy the day, your attitude, you know, your mental um healthiness, all of that will pay off based upon the words you use.
• 10:53
  SPEAKER_01: And those are two completely different words, also two completely different leaders.
• 10:57
  SPEAKER_01: You show me a leader that keeps talking about, well, we have to do this today.
• 11:01
  SPEAKER_01: Let's just get it done.
• 11:02
  SPEAKER_01: We have to do this, or say, guys, we get to do this today.
• 11:05
  SPEAKER_01: We have this platform.
• 11:07
  SPEAKER_01: And you have to constantly remind yourself and your team that.
• 11:11
  SPEAKER_00: Well, I think the other piece too, you got to think about whenever you're going into it is not only you're self-limiting, but if you get to the point that you say, I can't or I won't, and if you're the leader, you lose all um, you lose everything from your team that what they believed in you or had trust in you of like, wait, this guy's leading, is this guy's leading the boat and pushing us to them?
• 11:34
  SPEAKER_00: And he just said, I don't know.
• 11:36
  SPEAKER_00: Now, don't get me wrong there saying you just say I can do whatever and be able to, I know everything, but there's a way to say, hey, let me do a little bit more research on that and get back to you.
• 11:46
  SPEAKER_00: I don't know the exact answer right now, but we'll figure out a solution.
• 11:50
  SPEAKER_00: Give them a solution moving forward.
• 11:53
  SPEAKER_00: Don't just say, no, we can't do that.
• 11:55
  SPEAKER_00: That that's good.
• 11:56
  SPEAKER_00: I really like this one.
• 11:57
  SPEAKER_01: How the story you tell yourself on the drive in.
• 12:02
  SPEAKER_01: So on your drive into work, so the words you start speaking to yourself, you start organizing your day on the drive in becomes the energy you carry through the door or lack of.
• 12:15
  SPEAKER_02: You know what I love about that?
• 12:18
  SPEAKER_02: You probably know if you've listened to at least one podcast, and you probably know if you've ever talked to any of us, is we love stories.
• 12:24
  SPEAKER_02: We love building the stories, we love telling the stories.
• 12:28
  SPEAKER_02: And so it's the opportunity to build that amazing, like today's gonna be good, right?
• 12:33
  SPEAKER_02: Because of this, this, and this, because of the story you told, and then it does equal a good day versus just like, oh my gosh, this, this, this, this, and this, and you walk in the door and expect it to be so much better.
• 12:46
  SPEAKER_01: But we got to tell the audience, Shelby, they just think that we live in this world of automatically we roll out of bed and it's like, oh, everything's gonna be positive and great today, and nothing goes wrong, and no kids are doing this or that, and everything's perfect.
• 13:03
  SPEAKER_01: But that's not the case, is it?
• 13:05
  SPEAKER_01: It's never I don't know if I can count on one hand if that's how many times that's happened.
• 13:11
  SPEAKER_02: It's never the case, and there's always an obstacle.
• 13:14
  SPEAKER_02: And when I see obstacle, I think opportunity.
• 13:16
  SPEAKER_02: And as a matter of fact, we had a meeting with one of our leaders the other day, and he told me, like, he said, Look, can I be honest?
• 13:25
  SPEAKER_02: I don't know what you guys are on, or I don't know this, this.
• 13:28
  SPEAKER_02: He said, I don't know how you guys are always so positive.
• 13:32
  SPEAKER_02: I don't know how you the and I was like, thank you for pointing that out because we just talked about this on podcast.
• 13:39
  SPEAKER_02: I said, is your mindset and you constantly, who you're surrounded with, you you guys know this, you've heard this.
• 13:44
  SPEAKER_02: But I was like, it's just your mindset.
• 13:46
  SPEAKER_02: I believe we're gonna win today.
• 13:48
  SPEAKER_02: I know we're gonna win today, and I'm gonna have so many opportunities to say, here's how we get to help you, ma'am, sir.
• 13:54
  SPEAKER_02: Here's how we get to help you, sir, here's a great opportunity, sir.
• 13:57
  SPEAKER_02: And it's that mindset.
• 13:59
  SPEAKER_02: He's like, I don't know how you guys do that.
• 14:01
  SPEAKER_02: And I was like, you just do.
• 14:04
  SPEAKER_01: You do, and you surround yourself too with the correct influences.
• 14:09
  SPEAKER_01: So whether it's what you listen to on the radio, what you listen to podcast-wise, how you have the availability to reset.
• 14:16
  SPEAKER_01: Because I I've woke up before and I then after I have coffee, okay, I need to have the coffee first.
• 14:23
  SPEAKER_01: Um, then I'm in the right mindset for the day.
• 14:25
  SPEAKER_01: I've organized my day, I'm ready to go, and then something explodes at my house.
• 14:29
  SPEAKER_01: I have kids, something explodes.
• 14:31
  SPEAKER_01: And then so then it's the other direction.
• 14:33
  SPEAKER_01: I'm like, whoa, hang on.
• 14:35
  SPEAKER_01: I have to reset myself again in the vehicle on the drive to get prepared for my team.
• 14:41
  SPEAKER_02: It's a constant.
• 14:42
  SPEAKER_02: The the other night, a story.
• 14:46
  SPEAKER_02: Uh so I from one from one uh meeting to another meeting, I got home at like 10:30 at night.
• 14:53
  SPEAKER_02: Flight delayed canceled this, that, and the other.
• 14:55
  SPEAKER_02: Get home at 10:30 at night.
• 14:57
  SPEAKER_02: My next flight, the next morning, going to a complete different meeting.
• 15:01
  SPEAKER_02: The flight had gotten canceled as I was getting on the one flight, and it said your flight's been canceled, just completely canceled, not moved or done.
• 15:08
  SPEAKER_02: And I was like, oh gosh, oh gosh.
• 15:10
  SPEAKER_03: Yeah.
• 15:11
  SPEAKER_02: And so then they said, Hey, we've got you booked on another flight.
• 15:13
  SPEAKER_02: And it was a 5 a.m.
• 15:14
  SPEAKER_02: flight.
• 15:14
  SPEAKER_02: Well, 5 a.m.
• 15:15
  SPEAKER_02: means you're on the plane by 4:30 a.m.
• 15:18
  SPEAKER_02: So I get home, have to do laundry.
• 15:22
  SPEAKER_02: Yep.
• 15:23
  SPEAKER_02: And uh one of my kids is like, hey, dad, um, the ceiling's leaking.
• 15:28
  SPEAKER_02: And I was like, All right.
• 15:31
  SPEAKER_02: And so I'm like, I know what it is.
• 15:32
  SPEAKER_02: My air conditions frozen, the drip pan's full.
• 15:35
  SPEAKER_02: So it's like 11:30 at night.
• 15:37
  SPEAKER_02: I have to wake my entire family up at 2:15 in the morning.
• 15:41
  SPEAKER_02: The next morning, my whole family finishes the laundry, and I'm like, okay, so I go out in the shop, get the shop back, have to vacuum up all this water out of this thing, vacuum all the spray foam insulation where I'm not a fan of spray foam because it's underneath it all.
• 15:56
  SPEAKER_02: Put a fan above, fan below, uh-huh, coat the ceiling because I'm gonna be gone for a couple days, spray some bleach on this, do some of this.
• 16:04
  SPEAKER_02: And it's just like, oh, okay, yeah, that's a great opportunity.
• 16:07
  SPEAKER_02: It's like I didn't want to sleep tonight anyway.
• 16:09
  SPEAKER_02: It's just like alarm goes off, and you're like, oh, I'm still ready to go.
• 16:12
  SPEAKER_02: It's like everyone gets that opportunity, and I didn't cuss at anyone because it wouldn't have done any good.
• 16:20
  SPEAKER_02: I didn't holler anyone because it was my fault.
• 16:22
  SPEAKER_02: Don't know how, but it's totally the opportunity you get in the mindset that you have.
• 16:27
  SPEAKER_02: And if you got 28 minutes of sleep, it was the best 28 minutes you were offered.
• 16:31
  SPEAKER_01: You're only able to accomplish that because you've worked and you've put the tools necessary in everything around you to support you when you may be the most stressed, the most pulled in different directions or out of energy.
• 16:49
  SPEAKER_01: You you can't do it on your own.
• 16:50
  SPEAKER_01: And that's what we're trying to tell you, too, is it's not all just red carpet rolled out for us with positivity everywhere.
• 16:58
  SPEAKER_01: It's something we choose and it's something we work at very hard, but it's worth it.
• 17:03
  SPEAKER_01: I'm telling you this, it's worth it.
• 17:06
  SPEAKER_01: Anything worth doing is going it's gonna be tough, but the results are gonna be that much better than anybody else.
• 17:12
  SPEAKER_01: And it takes muscle memory and it takes practice and it takes everything around you to be able to reset to be able to do this.
• 17:20
  SPEAKER_00: We talked about it a couple episodes back, but the only reason yes, Matt talked about the people that are around you, but you have to be able to whenever the craziness and the wheels come off, you have to unpack and unload that.
• 17:32
  SPEAKER_00: So then you can circle back around.
• 17:34
  SPEAKER_00: If you don't have that influence around you, guess where your wheels come off?
• 17:38
  SPEAKER_00: It's in front of your team.
• 17:39
  SPEAKER_00: That's right.
• 17:40
  SPEAKER_00: And that's whenever it doesn't make sense.
• 17:42
  SPEAKER_00: So you have to have that around you.
• 17:43
  SPEAKER_02: You gotta guard your mindset.
• 17:45
  SPEAKER_02: Yes.
• 17:45
  SPEAKER_02: Like you have to guard your mindset so much.
• 17:48
  SPEAKER_02: Just like before a word comes out, you're just like, do a quick needs assessment on yourself.
• 17:53
  SPEAKER_02: Like, okay, is this the end of the world?
• 17:54
  SPEAKER_02: Is this this and this?
• 17:55
  SPEAKER_02: And if it is, how do you want to be remembered at?
• 17:58
  SPEAKER_02: Positive mindset and encouraging others.
• 18:00
  SPEAKER_02: So like guard your mindset.
• 18:02
  SPEAKER_02: You really, you really do.
• 18:03
  SPEAKER_01: You know what, why the leader with the worst internal vocabulary can't fake it from all.
• 18:09
  SPEAKER_01: You know, eventually it leaks out.
• 18:11
  SPEAKER_01: And when it leaks out, is what Taylor led to there in a stressful situation or in front of your team.
• 18:17
  SPEAKER_01: Yep.
• 18:18
  SPEAKER_01: That's when the true colors come out.
• 18:20
  SPEAKER_01: Now, if that's you, the good news is that can change.
• 18:23
  SPEAKER_01: You weren't you weren't born with that.
• 18:26
  SPEAKER_01: You may have been around other influences that were always cussing and always belittling people and always blaming success or their lack of on others and uncontrollables.
• 18:38
  SPEAKER_01: Get around a new group.
• 18:40
  SPEAKER_01: Listen to different things.
• 18:41
  SPEAKER_01: Start pouring into yourself what you want to come out.
• 18:45
  SPEAKER_01: You know, we're we're in the automotive business, so we talk about high-performance vehicles.
• 18:49
  SPEAKER_01: You would never put 85 octane in something you put a supercharger on, it's got nitrous and it's tuned.
• 18:56
  SPEAKER_01: No, you're looking for 93 octane.
• 18:58
  SPEAKER_01: You might even add some additive to it to get the octane ratings up.
• 19:03
  SPEAKER_01: It's a direct reflection.
• 19:05
  SPEAKER_01: Whatever comes out of your mouth is what you're allowing to go into your brain.
• 19:09
  SPEAKER_00: Don't let that garbage come over and you can change it.
• 19:12
  SPEAKER_01: You can change it.
• 19:13
  SPEAKER_02: And that's that uh characters best is best defined when things are really tough and you're up against the ropes.
• 19:19
  SPEAKER_02: Like everyone's got a plan to get punched in the mouth.
• 19:22
  SPEAKER_02: Your true character comes out in a tough situation when it's the last minute, last day of the month, and you're like, hey, we're not where we need to be.
• 19:30
  SPEAKER_02: It's like, okay, so what do you do?
• 19:32
  SPEAKER_02: Is it doom and gloom?
• 19:33
  SPEAKER_02: Or do you say, hey, it's an opportunity and we're gonna have to hyper focus and supercharge?
• 19:37
  SPEAKER_02: And do you start beating up on your team?
• 19:40
  SPEAKER_02: You know, or do you actually lead them into here's how we properly do it?
• 19:46
  SPEAKER_02: And I can really see the true character of our managers and our leaders and of myself and of you guys when it gets super tough, how do they react to that?
• 19:55
  SPEAKER_02: And then we we we go through that uh and learn and coach and teach and say, hey, you kind of went off the rails there.
• 20:02
  SPEAKER_02: And it's okay in the proper way to do it, but if you go off the rails and really just your character completely gets exposed, you're like, hey, I see an opportunity probably to work on a couple things, you know.
• 20:14
  SPEAKER_01: Oh, that's very good.
• 20:16
  SPEAKER_01: That's really good.
• 20:17
  SPEAKER_01: So I know we spent some extra time there, but before we go into the other subjects, you need to realize it starts with you and it starts with who are you letting pour into you?
• 20:27
  SPEAKER_01: Who are you hanging out with?
• 20:29
  SPEAKER_01: And have you developed the mechanisms and the tools to be able to reset and get yourself in the right mindset each and every single day, no matter what you wake up with or what hitches you hits you in the face?
• 20:42
  SPEAKER_02: All right.
• 20:43
  SPEAKER_02: So, first uh quiz of the week.
• 20:45
  SPEAKER_02: On average, how many words does a person speak in a day?
• 20:50
  SPEAKER_02: 1,000, 6,000, 16,000, or 26,000.
• 20:56
  SPEAKER_02: Words.
• 20:56
  SPEAKER_02: How many words?
• 20:58
  SPEAKER_02: I'd say 6,000.
• 21:00
  SPEAKER_02: Do you think it's more or less than it was 10 years ago?
• 21:03
  SPEAKER_00: Less.
• 21:04
  SPEAKER_02: Why is that?
• 21:05
  SPEAKER_00: Because they're keyboard warriors.
• 21:08
  SPEAKER_02: And then they're on their phones, yes.
• 21:10
  SPEAKER_02: All right, so 6,000, Taylor, what do you think it is?
• 21:13
  SPEAKER_00: Uh I would have said 6,000 too.
• 21:15
  SPEAKER_00: I mean more than a thousand, but six thousand just seems like a good median.
• 21:20
  SPEAKER_01: I I say that though, because and I know it doesn't sound like it because we're on a podcast and we we go speak places.
• 21:27
  SPEAKER_01: I don't overly just talk, just to talk.
• 21:30
  SPEAKER_02: Oh no, I'm I'm heavily natural introvert.
• 21:34
  SPEAKER_01: It really is.
• 21:34
  SPEAKER_01: Like I'll say hi to somebody, but like I'm not unpacking something.
• 21:38
  SPEAKER_01: If we can do it in 15 seconds, I'm doing it in 15 seconds.
• 21:40
  SPEAKER_01: Oh, yeah.
• 21:41
  SPEAKER_01: But then I know there on the other end, there are some people that they they talk a lot.
• 21:47
  SPEAKER_02: So we're averaging.
• 21:48
  SPEAKER_02: Okay.
• 21:48
  SPEAKER_02: So the average is uh 16,000 words per day per human.
• 21:53
  SPEAKER_00: Okay.
• 21:54
  SPEAKER_00: All right.
• 21:55
  SPEAKER_00: That's that's way more than what you're thinking.
• 21:57
  SPEAKER_00: So your words land 10 times.
• 22:00
  SPEAKER_00: Harder than what you think.
• 22:01
  SPEAKER_00: We kind of rolled through this, but you don't know the implications and the ramifications of whatever your words are saying and you're going through without really sitting and thinking about it.
• 22:11
  SPEAKER_00: When you're the leader, there's no such thing as an offhand comment.
• 22:15
  SPEAKER_00: Every word carries the weight of your title.
• 22:18
  SPEAKER_00: And we've all learned that.
• 22:19
  SPEAKER_00: We talked about that last week of the um the weight of you know, in our situation of being the Lewis brothers, when you never know when you're going to run into something and what you're saying.
• 22:32
  SPEAKER_00: So very rarely ever can you say something just off the cuff and it not have any implications.
• 22:42
  SPEAKER_02: Sometimes you try to unhook from I'm your leader, I'm your boss, I'm your manager, I'm your peer, and just want to be one of the guys.
• 22:52
  SPEAKER_02: Right?
• 22:53
  SPEAKER_02: And sometimes you just want to have a normal conversation, a normal comment, but it's still always that meter's always running, and they're like, Holly, I didn't think he thought that about me.
• 23:04
  SPEAKER_02: Or, you know, everyone's gigging everybody, and so then you get in on it and they're like, Golly, I didn't think he thought that about me, or I can't believe he said that.
• 23:11
  SPEAKER_02: And you're just like, Can I just be real for a second?
• 23:15
  SPEAKER_02: But you're right, it's always it can't be off the record.
• 23:20
  SPEAKER_02: And so then that's one of those things where I'm just like, I'm gonna go hermit crab by myself over here because somebody's always watching and looking, and it's just like, oh my gosh.
• 23:29
  SPEAKER_01: You know, to the point that until people get to know me, and I'll talk about myself here, they can mistake me for something that I'm not just because I don't speak as much, because I do a lot of times on my face have this like studying look because I do study and I think and I listen to people, and I'm really processing mentally about like what I'm getting ready to say.
• 23:52
  SPEAKER_01: And I go down a crazy road mentally, but before I say something, I think about what it could mean?
• 23:58
  SPEAKER_01: What action could they take?
• 24:00
  SPEAKER_01: What is it going to equal?
• 24:01
  SPEAKER_01: Is it worth saying this?
• 24:03
  SPEAKER_01: Is it not worth saying this?
• 24:04
  SPEAKER_01: Like all these things are going through my brain before something comes out of my mouth.
• 24:08
  SPEAKER_01: So then I've kind of got this blank look on my face, and other people are like, Is he nice?
• 24:14
  SPEAKER_01: Yeah, you know, like, do you want to be around this guy?
• 24:17
  SPEAKER_02: And that's one of those things like your nonverbal communication is 70% of your communication.
• 24:22
  SPEAKER_02: But a while back I read the book, The Algorithm, and there's this guy talking about all these leaders that he worked for, and he talked about Elon Musk and how he communicated.
• 24:31
  SPEAKER_02: And he said there were some times of like a minute or two of silence because he really wanted to process what you said, and it was just so awkward.
• 24:42
  SPEAKER_02: But he at the same time also knew that like his words are gonna be put on a pedestal no matter what time or who it was.
• 24:49
  SPEAKER_02: So he would just sit and process, and it was just crazy awkward, and he'd think through this and think through this, and then he'd be like, here's what I think.
• 24:58
  SPEAKER_01: So he didn't have to respond right then.
• 25:01
  SPEAKER_01: Instead, in his mind, Taylor, I'm gonna go back to something we talked about a few episodes back, where you determined if we were just one degree off on a flight plan, how far we would miss our destination by an entire city or maybe even state, if we were flying across the U.S., that could be the same things with our words.
• 25:19
  SPEAKER_01: If we say something that is not putting somebody towards the path of what we're trying to accomplish, we could miss the mark.
• 25:27
  SPEAKER_00: It's no different.
• 25:27
  SPEAKER_00: I just went over in sales meeting this past Monday of people continuing to do the same things, expecting different results.
• 25:37
  SPEAKER_00: You continue to say the same words, expecting your team to do differently.
• 25:42
  SPEAKER_00: Uh told my, and I had to dumb it down.
• 25:44
  SPEAKER_00: Finally, I was said, this is the same as you getting in the vehicle going south, going toward Fort Smith and saying, hey, I'm going towards Joplin, then you're mad when you end up in Fort Smith.
• 25:55
  SPEAKER_00: I said, you have to change and really think about what you're saying, what you're doing, what your actions are, if you truly want to change.
• 26:03
  SPEAKER_01: It's so simple as, and some of y'all have probably already heard this.
• 26:06
  SPEAKER_01: If you're going out to eat with some people and you do truly care about where you want to go, and you don't want to go somewhere where you know that the experience ain't gonna be good, the food's not gonna be good, so on and so forth, but you don't want to just be a dictator.
• 26:21
  SPEAKER_01: Then you instead of saying, Hey, where do y'all want to go eat?
• 26:24
  SPEAKER_01: You say, Would y'all prefer to go to, you know, the butcher block to eat or a red robin to eat.
• 26:31
  SPEAKER_01: And then either one of those you're good with.
• 26:33
  SPEAKER_01: And I just made those two up.
• 26:34
  SPEAKER_01: But you pick two different places so they're still in control, but the words that came out of your mouth get the results that you're looking for.
• 26:43
  SPEAKER_00: Yep.
• 26:44
  SPEAKER_01: And in that that plays over and over and over again.
• 26:48
  SPEAKER_01: In fact, we've been talking about this since the dawn of time.
• 26:51
  SPEAKER_01: You find it in multiple different scriptures in the Bible where they talk about this.
• 26:55
  SPEAKER_01: For example, and everybody's heard this, but Proverbs 18, 21 states, the tongue has the power of life and death, and those who love it will eat its fruit.
• 27:05
  SPEAKER_01: And then they continue to go on about talking about set a guard over my mouth, Lord, keep watch over the door of my lips, Psalm 141.3.
• 27:16
  SPEAKER_01: So forever it's been taught to us, guard and protect the words that come out of your mouth because they have a bigger influence, either positively or damaging, to those you're speaking to.
• 27:29
  SPEAKER_00: That leads straight into this line of the throwaway line that you you cut up about, you went around, you forgot by lunch that employees still are playing at home over and over and over again.
• 27:40
  SPEAKER_00: Like, God, did he really mean that?
• 27:43
  SPEAKER_00: Is it really that bad?
• 27:45
  SPEAKER_00: And don't take this wrong of there's some circumstances that you need to call out that employee and say, hey, what you're doing is not right.
• 27:53
  SPEAKER_00: But this is your slander of words like what Amanda's talking about, what they do, how they lash into somebody and how they really do make a lasting difference.
• 28:02
  SPEAKER_02: And I think where that's really focused, you say the throwaway line.
• 28:05
  SPEAKER_02: That's just a nonchalant comment.
• 28:08
  SPEAKER_02: Yes.
• 28:08
  SPEAKER_02: You know, that really you didn't give a whole lot of time to or effort or specifics of why you were saying it.
• 28:15
  SPEAKER_02: It might be like we're talking about with buddies trying to cut up, and you just move on.
• 28:20
  SPEAKER_02: Yeah, and you because you're gonna say 16,000 words in a day, and you know, there's a lot of people paying attention, and you like didn't even realize that you said it.
• 28:29
  SPEAKER_03: Right.
• 28:30
  SPEAKER_02: And then at night, that like that's they didn't get anything done.
• 28:33
  SPEAKER_02: They go home and tell their spouse, and they're just like, Oh my gosh, I didn't realize he thought that about me.
• 28:39
  SPEAKER_02: Or I can't believe he said that about me.
• 28:42
  SPEAKER_02: That's it's much bigger deal than you think it is.
• 28:45
  SPEAKER_01: That rules straight into talking about protecting who you vent to.
• 28:51
  SPEAKER_01: We've talked about that in multiple meetings.
• 28:53
  SPEAKER_01: And the higher you get up, I don't care what the industry is, you have to be so careful about who you vent to.
• 29:00
  SPEAKER_01: We all need to vent.
• 29:01
  SPEAKER_01: Okay, we're humans, things happen.
• 29:03
  SPEAKER_01: So we all need to vent, but you have to be so particular about who you vent to.
• 29:09
  SPEAKER_02: It's funny you say that because uh you have to be so, and there's people out there that are professional tea gatherers that want to get the dirt.
• 29:19
  SPEAKER_02: And here's the thing the further you get up, the harder it is to find somebody that you can communicate that with.
• 29:24
  SPEAKER_02: So there's people out there that are really good that understand that you don't have anybody to talk to.
• 29:28
  SPEAKER_02: Yes.
• 29:29
  SPEAKER_02: But then all they want to know is the dirt or the gossip, so then they can pass it along because they're the information gatherer.
• 29:36
  SPEAKER_02: We've had plenty of people like that on our staff.
• 29:38
  SPEAKER_02: Oh man, and you feel like they're close enough that you give them the direction, and you're like, dang it, finally, someone I can talk to.
• 29:45
  SPEAKER_02: And so then you just unload all your frustrations.
• 29:48
  SPEAKER_02: Next thing you know, people are looking at you weird, and you're like, why are they looking at me weird?
• 29:53
  SPEAKER_02: And then you hear something throughout, they'll never tell you through the office, and you're like, I only told that to one person, and you're like, God, I knew I couldn't talk to anybody.
• 30:03
  SPEAKER_02: So it's best if you just talk to the wall.
• 30:05
  SPEAKER_02: I know when no one's around, just in your car.
• 30:08
  SPEAKER_01: It's just like and that might be like why I like running in the woods because I feel like I can yell at the trees, and you know, they just listen, not a whole lot of response.
• 30:18
  SPEAKER_02: Yeah, but what I love about high heart rate things is that you can't overly comprehend and process a whole lot.
• 30:24
  SPEAKER_02: So the thing that was extremely workout, you can't overly focus on it.
• 30:29
  SPEAKER_02: And so then you're like, okay, I'm good.
• 30:32
  SPEAKER_02: Yeah, I'm done.
• 30:33
  SPEAKER_02: Not that big of a deal.
• 30:34
  SPEAKER_02: Move on.
• 30:34
  SPEAKER_01: And if you're like, I don't have time for all this, let me just uh let me just give you a piece of advice real quick.
• 30:39
  SPEAKER_01: And you can't, you're in a bad mindset today, and whatever's happened, you just can't mentally get through it.
• 30:45
  SPEAKER_01: Set yourself a timer and let's get you some burpees in right there at your desk.
• 30:50
  SPEAKER_01: Get you uh 10 burpees, just get 10 burpees in and then do another 10 and do another 10.
• 30:55
  SPEAKER_01: Once you hit 100, you won't even know what problem you had.
• 30:58
  SPEAKER_02: You won't.
• 30:58
  SPEAKER_02: You won't be able to move the next three days, but uh your problems aren't gonna be that relevant.
• 31:04
  SPEAKER_00: Oh, it's gonna move on, it's gonna move on there.
• 31:07
  SPEAKER_00: So, you know, uh of continuing to go up there.
• 31:09
  SPEAKER_00: So single sentence that made each of us feel seen as an employee and the one that stuck with us for the wrong reasons.
• 31:19
  SPEAKER_02: So I'll say this that single sentences and I we have to be careful that sometimes we're just trying to give out praise, yeah, but it's an empty praise that you're like, hey, good job.
• 31:30
  SPEAKER_02: Hey, we'll see you tomorrow.
• 31:31
  SPEAKER_02: You know, we talk about that, and then if you go back and you're like, they did not do a good job.
• 31:37
  SPEAKER_02: No, you know, so that that's probably one that uh you think, okay, I'm trying to help each employee feel like they are being seen.
• 31:45
  SPEAKER_02: Yes, but you're just giving them this like, I did not do a good job.
• 31:49
  SPEAKER_02: They're not even paying attention to what I'm doing.
• 31:50
  SPEAKER_01: You know, I want to give a little more context there because it's something that we've identified as a management team on a few years back.
• 31:57
  SPEAKER_01: We talked to managers, we especially managers, type A personality, and we can get stuck in it too, is at the end of the day, you want to end the day with a positive mindset.
• 32:08
  SPEAKER_01: So then they come back in, hopefully to start with a positive mindset the next day.
• 32:12
  SPEAKER_01: And you get rolling when you have a bunch of employees like, hey, great job today.
• 32:16
  SPEAKER_01: I'll see you in the morning.
• 32:17
  SPEAKER_01: Let's get after it again.
• 32:18
  SPEAKER_01: Hey, good job, way to knock it out of the park today.
• 32:21
  SPEAKER_01: And you just get it rolling like that, and you've got one or two employees that had an absolute awful day.
• 32:28
  SPEAKER_01: Okay.
• 32:29
  SPEAKER_01: They they actually didn't make any phone calls, they didn't accomplish anything, and they hid the entire day.
• 32:35
  SPEAKER_01: In fact, they were at lunch for three hours and you didn't even recognize.
• 32:40
  SPEAKER_02: But you told them good job.
• 32:41
  SPEAKER_01: And at the end of the day, you told them good job, let's do it again tomorrow.
• 32:44
  SPEAKER_01: Yeah.
• 32:45
  SPEAKER_01: And I've done it before.
• 32:46
  SPEAKER_01: Oh, yeah.
• 32:46
  SPEAKER_01: I've done it because I get wound up and I'm like, I'm seeing people go and like a quick elevator speech out the door to be positive.
• 32:53
  SPEAKER_01: And they're thinking, my leader, my boss has no clue.
• 32:59
  SPEAKER_01: I spent more effort trying to figure out ways to hide today so they wouldn't ask me about my activity.
• 33:04
  SPEAKER_02: So I will tell you the easiest way to keep yourself from putting your foot in your mouth is to know your business.
• 33:10
  SPEAKER_02: That's right.
• 33:11
  SPEAKER_02: Take a quick 30 minutes somewhere in your day and look at your KPIs.
• 33:16
  SPEAKER_02: And that might be right before you go around and talk to everybody and you're like, hey, I'm gonna talk to these three specific people.
• 33:21
  SPEAKER_02: Yes.
• 33:22
  SPEAKER_02: And I need to know where their metrics are so I can go check in on, hey, how's the family?
• 33:27
  SPEAKER_02: What's going on?
• 33:27
  SPEAKER_02: What do you guys have planned for this weekend?
• 33:29
  SPEAKER_02: Hey, how's your closing percentage?
• 33:31
  SPEAKER_02: Because that's a number that you actually looked into.
• 33:34
  SPEAKER_01: Yes.
• 33:35
  SPEAKER_02: And you can see, are they in the green at X percent of their goal?
• 33:39
  SPEAKER_02: And so if you do or don't, you know, or if they are or aren't, then you can go into that and be educated and they're like, man, this guy really knows where I'm at.
• 33:47
  SPEAKER_02: He can see that I'm digging in, or he can see that I need some help.
• 33:50
  SPEAKER_02: And that makes all the difference in what you've saying being empty or not empty.
• 33:55
  SPEAKER_01: So what you're saying is you must know your KPIs on your individuals.
• 33:59
  SPEAKER_01: Don't make it too complicated that it takes a long time to dig, but you must know it.
• 34:02
  SPEAKER_03: Yeah.
• 34:03
  SPEAKER_01: Okay, I'm gonna play the other side.
• 34:04
  SPEAKER_01: So I'm out there listening to you guys, or I'm I'm in your shoes listening, and I say, that sounds nice, Shelby, but I have no time to do that.
• 34:12
  SPEAKER_01: My day is jammed up.
• 34:14
  SPEAKER_01: Here's what my advice would be to you then.
• 34:16
  SPEAKER_01: There's an alarm going off right now that you must free up some of your time because you're not able to actually be working on the things you need to be working on.
• 34:27
  SPEAKER_01: And you've got two options there.
• 34:29
  SPEAKER_01: One, start assigning some of your task to other people within your organization, or two, hire somebody to take the load off of you.
• 34:38
  SPEAKER_01: You're like, I can't afford to do that.
• 34:39
  SPEAKER_01: You can afford not to do it because you're not managing properly, not even looking at your KPIs.
• 34:45
  SPEAKER_02: There's so many books that help you with that of simple and very, very, very, very in-depth that show that of how you rank your activities, yes, of things that really need your attention that are really important or not that important, but need your attention or not important and don't need your attention, you know, those categories.
• 35:01
  SPEAKER_02: And so then you might say, Here's all the KPIs I want to know, and your team can help provide you with those KPIs, and then you can say, Oh, bing, there it is right there.
• 35:11
  SPEAKER_02: Deep dive that one.
• 35:12
  SPEAKER_02: Instead, you're deep diving all of them and you can't accomplish any of them.
• 35:15
  SPEAKER_01: Probably I would say one of the more difficult things that we've had to develop because we've all grown up as just doers and throw it on my shoulders and I got it, and I can do more and I can accomplish more, but at what cost?
• 35:28
  SPEAKER_01: At what cost?
• 35:30
  SPEAKER_00: Yeah, the biggest still too there of going into, I think, even further is of you saying, Hey, I need to complete this, you need to complete this, of like getting all the KPIs of what Shelby talked about.
• 35:41
  SPEAKER_00: Your team loses any accountability because you have too many KPIs going that you can't possibly manage all of them.
• 35:49
  SPEAKER_00: So pick specific ones to be able to really dial down in and know, hey, I'm serious about this.
• 35:56
  SPEAKER_00: We need to hit this goal.
• 35:57
  SPEAKER_00: If it's setting appointments or confirmations or following up, they need to know.
• 36:02
  SPEAKER_00: Uh at the end of a day last week, I had gone through and asked the team, I said, Hey, do you have appointments?
• 36:08
  SPEAKER_00: And three or four of them said, Yeah.
• 36:09
  SPEAKER_00: We double checked what they were.
• 36:11
  SPEAKER_00: And two of them were guys that hadn't had a successful day.
• 36:14
  SPEAKER_00: They didn't have any appointments.
• 36:16
  SPEAKER_00: They're like, No, I don't have any appointments.
• 36:18
  SPEAKER_00: So we sat there and I kind of looked at them and they were like, All right, are you gonna leave?
• 36:22
  SPEAKER_00: Basically, I could just read the nonverbal communication.
• 36:26
  SPEAKER_00: So, no, we're gonna sit here and get appointments before you can leave.
• 36:30
  SPEAKER_00: We both got appointments, we moved on, but they knew from then, hey, whenever he asked for appointments, we need to get appointments.
• 36:37
  SPEAKER_00: So you had to be serious with the KPI or the metric that you are gauging your team off of.
• 36:44
  SPEAKER_01: Hey, on this piece of fact or fiction, I really like this one.
• 36:48
  SPEAKER_01: So, so think about this.
• 36:50
  SPEAKER_01: It takes about five positive comments from a leader to make up for one negative one.
• 36:56
  SPEAKER_01: So, what it's saying is if you say a negative comment, you've got to find five more positive comments just to get you back to ground zero.
• 37:04
  SPEAKER_01: Yeah.
• 37:04
  SPEAKER_02: To where you were if you didn't say anything at all.
• 37:06
  SPEAKER_01: Yeah, so it's not like some people think when they make the five comments that then they're ahead.
• 37:11
  SPEAKER_01: No, you just got back to zero, back to zero.
• 37:15
  SPEAKER_01: You think that's fact or fiction?
• 37:16
  SPEAKER_01: I think a hundred percent that's fact.
• 37:19
  SPEAKER_03: That's gotta be a fact.
• 37:20
  SPEAKER_01: It is a fact.
• 37:21
  SPEAKER_01: It is a fact, and the fact is it's not a one-for-one.
• 37:24
  SPEAKER_01: And the fact is it's a five to one.
• 37:27
  SPEAKER_01: So why not spend more time thinking about the words that are coming out of your mouth?
• 37:31
  SPEAKER_01: So you don't have to spend all the time trying to make up for the mistake that came out of your mouth.
• 37:37
  SPEAKER_02: That's right.
• 37:37
  SPEAKER_00: That goes back to the weight we were talking about last week.
• 37:41
  SPEAKER_00: With being a family-owned business, we think, okay, we did so good in this much area.
• 37:46
  SPEAKER_00: We're expected to do good because of who we are, of going through everything else.
• 37:50
  SPEAKER_00: So then, whenever we do stand our ground or do anything else, this is just another great reminder, example of you have to do so much more to get you back just the threshold of where you were at.
• 38:01
  SPEAKER_00: That's right.
• 38:02
  SPEAKER_02: All right, last uh part of this topic uh to wrap it up, the words a team lives by become the culture.
• 38:10
  SPEAKER_02: We talk about a culture a million times.
• 38:12
  SPEAKER_02: One, because it's so hard to build and it's even harder to keep, and you have to guard it.
• 38:18
  SPEAKER_02: But people are just like, what's the culture?
• 38:20
  SPEAKER_02: Like, there's so many pieces that build culture, right?
• 38:24
  SPEAKER_02: And the words are so much, right?
• 38:27
  SPEAKER_02: So thinking about that, the phrase is a leader repeats, stop being sentences, stop being chants, and stop being discipline, and they become the culture, whether you choose them or not.
• 38:39
  SPEAKER_02: So if in your sales meeting, when things are going good or bad, or in your manager meeting, or how you address your customers, or in a tough situation, or in a winning scenario, or more often than a lot, in a losing scenario, how you address that.
• 38:54
  SPEAKER_02: The words that you say, you can say, Yeah, I go to church and I'm a good person.
• 38:59
  SPEAKER_02: They hear you say that, but then you see you constantly saying all these other things, they're like, I hear what you say, but I see what you do, and it becomes your overall culture.
• 39:09
  SPEAKER_01: We we had a a manager at a location.
• 39:14
  SPEAKER_01: And I think mentally he really wanted to be in the customer service business.
• 39:20
  SPEAKER_01: And in fact, he he studied Chick-fil-A a lot.
• 39:24
  SPEAKER_01: And I would get an email from him or I would get off the phone with him and he would say my pleasure.
• 39:31
  SPEAKER_01: Because he was going after the Chick-fil-A deal.
• 39:34
  SPEAKER_01: But I just called him to address it about a customer service issue.
• 39:39
  SPEAKER_01: And then I would hear from other employees and other customers, and we had a huge customer service issue within this department.
• 39:46
  SPEAKER_01: This employee doesn't work for us anymore.
• 39:48
  SPEAKER_01: Um and he was saying one thing.
• 39:50
  SPEAKER_01: He was always saying, like, hey, I've studied Chick-fil-A and I save my pleasure and I do this and that.
• 39:56
  SPEAKER_01: But he was saying one thing, but doing his actions were totally different.
• 40:01
  SPEAKER_01: And both of those are necessary to make up a culture.
• 40:04
  SPEAKER_02: Yes.
• 40:05
  SPEAKER_02: What you say and what you do.
• 40:06
  SPEAKER_01: Both of them.
• 40:07
  SPEAKER_01: And culture is a very tough thing.
• 40:10
  SPEAKER_01: And a lot of books have been out, and a lot of people have talked about culture.
• 40:14
  SPEAKER_01: How do I get culture?
• 40:15
  SPEAKER_01: How do I get culture?
• 40:16
  SPEAKER_01: You know, coming up with a with a business plan, coming up with metrics, coming up with a process or pricing, those are easy.
• 40:23
  SPEAKER_03: Yeah.
• 40:24
  SPEAKER_01: Culture is tough, and it takes every single day.
• 40:27
  SPEAKER_01: And I thought about this as soon as you were talking about it.
• 40:30
  SPEAKER_01: And the words a team lives by, we can all picture in our mind, either if we did it ourselves or if we've seen it in a movie, I want you to think about sports locker rooms.
• 40:40
  SPEAKER_01: They all have words that are up.
• 40:42
  SPEAKER_01: Think about the tunnel they run through before they go out on the court, before they go out on a field.
• 40:47
  SPEAKER_01: There's usually some words above that define the culture that that team's made of.
• 40:52
  SPEAKER_01: And why is it there?
• 40:54
  SPEAKER_01: Because you know the coach already went over it, because so non-verbally, it's there every single time they go through to sustain, not just to create, but to sustain that culture.
• 41:06
  SPEAKER_02: That's super important there.
• 41:07
  SPEAKER_02: And then understanding in these words of we can't versus how do we.
• 41:13
  SPEAKER_02: Both have the same idea, but they have a different delivery.
• 41:16
  SPEAKER_02: How the default language of a team quietly shapes what they believe is possible.
• 41:21
  SPEAKER_02: And that's a constant, you're like, man, you're just trying to sound politically good and think like, no, I'm not asking anyone to record me, and I'm not asking anyone to put me in a publication.
• 41:33
  SPEAKER_02: I'm just trying to continue to build and keep our amazing culture.
• 41:37
  SPEAKER_02: That and this morning, our save a trade deal, we were going through that, and they said, hey, this person is this, this, and this, and they're trying to be on this truck.
• 41:44
  SPEAKER_02: I said, okay, well, when we leave here, if we've gone through all the things and we're so far off, you go find an alternate vehicle to submit them on to be able to get them approved, to be able to say, here's what we found for you.
• 41:56
  SPEAKER_02: And I know it's not exactly what you're looking for, but it is a solution.
• 42:01
  SPEAKER_02: Right?
• 42:01
  SPEAKER_02: That that's the number one thing.
• 42:03
  SPEAKER_02: So, like I said, that you're not saying, no, we're not saying we can't do that today.
• 42:07
  SPEAKER_02: We're saying, how do we fit that into our schedule today?
• 42:10
  SPEAKER_01: That's right.
• 42:11
  SPEAKER_01: That's right.
• 42:12
  SPEAKER_01: We and part of our culture, if you ask some of our words, we always talk about being solution-based.
• 42:17
  SPEAKER_01: And it's like you give me an opportunity, I'm gonna figure out a solution for it.
• 42:21
  SPEAKER_01: It might not be option one, two, or three, it might be option four, but I'm gonna figure out a solution here because I know there's an opportunity.
• 42:28
  SPEAKER_01: And once you flip your mindset that way, it almost becomes a game.
• 42:32
  SPEAKER_01: It becomes a game of this is in front of me or this situation's in front of me.
• 42:37
  SPEAKER_01: I'm gonna figure out a solution when everybody else would give up.
• 42:41
  SPEAKER_02: That golly, like that's been our thing for such a long time and in so many different ways.
• 42:47
  SPEAKER_02: So once again, you said we roll out of bed and everything's just perfect.
• 42:51
  SPEAKER_02: We have made our life on being solution-based of finding a solution, whether it's a canceled flight and okay, no, we're gonna rent this and be able to get over here to be able to do that, to continue having progress and keeping good mindset.
• 43:07
  SPEAKER_02: And that that comes into business every single time.
• 43:09
  SPEAKER_02: You know, if a good customer says, Hey, I'm trying to get in to get this done, uh, but your schedule says you're two weeks out.
• 43:16
  SPEAKER_02: And then I go to this, I'm like, hey, how do we find a solution today?
• 43:20
  SPEAKER_02: And so then you just walk through the shop and like, hey, I see there's nothing on your schedule.
• 43:24
  SPEAKER_02: It's like, yeah, I'm just waiting on dispatch.
• 43:26
  SPEAKER_02: Well, dispatch is in over their head, right?
• 43:28
  SPEAKER_02: They're just like trying to get enough air to breathe.
• 43:31
  SPEAKER_02: And I'm like, hey, come on in, bring that car in.
• 43:33
  SPEAKER_02: I found a solution, right?
• 43:35
  SPEAKER_02: And if you constantly do that, that becomes the culture of your entire team.
• 43:40
  SPEAKER_02: And that's how you define culture.
• 43:43
  SPEAKER_01: One of the things I want to make sure everybody understands here is when we talk about the words we use or solutions we come up with, there is not a business side and a personal side.
• 43:55
  SPEAKER_01: What you see at business is what you're gonna see in our family and in our personal.
• 44:00
  SPEAKER_01: Time too.
• 44:00
  SPEAKER_01: So the words we use, the solution, the optimism, all the rest of that, you just can't be somebody totally different at home than you are at work.
• 44:11
  SPEAKER_02: That is exhausting.
• 44:13
  SPEAKER_01: You just you'll forget which lie you told and which person you need to be today.
• 44:18
  SPEAKER_00: You will try until you can't and it explodes.
• 44:21
  SPEAKER_00: We've seen that too many times.
• 44:22
  SPEAKER_01: But if you'll use your business over and now don't talk to your wife like that.
• 44:26
  SPEAKER_02: We're not talking about the numbers or the people or anything like that.
• 44:29
  SPEAKER_01: But like, for example, when Shelby's talking about the flight thing, like we all know now if a flight gets canceled, we'll divvy up and we'll go to two different service desks in the airport.
• 44:40
  SPEAKER_01: Meanwhile, at the same time, we have the phone.
• 44:43
  SPEAKER_01: And then I've sent one of my kids to go look at the check-in desk at some of the other gates because the line might be really long in American Airlines to try to fix it.
• 44:52
  SPEAKER_01: We've got three or four things working simultaneously to figure that out.
• 44:57
  SPEAKER_01: And then somebody else is working on if we reroute through here, here, and here is the option there, and we'll rent a car there and drive it.
• 45:04
  SPEAKER_02: Because you've practiced that in business constantly.
• 45:06
  SPEAKER_02: So then why not do that personally?
• 45:09
  SPEAKER_01: It's the exact same thing.
• 45:12
  SPEAKER_01: Um, we're we were at a just at a meeting and there were some power outages, and the power outages messed up the air conditioners in the room.
• 45:20
  SPEAKER_01: Okay.
• 45:21
  SPEAKER_01: So no big deal.
• 45:22
  SPEAKER_01: No big deal.
• 45:23
  SPEAKER_01: Uh we call them to come work on the air conditioners.
• 45:25
  SPEAKER_01: They say, Yeah, everything's great.
• 45:27
  SPEAKER_01: We go to dinner or something, come back, and uh air conditioner's still not working.
• 45:32
  SPEAKER_01: So I called back up and they said, Oh, yeah, we just changed the filters out.
• 45:35
  SPEAKER_01: You'll have to give it a little bit of time.
• 45:36
  SPEAKER_01: It wasn't flowing enough air.
• 45:38
  SPEAKER_01: And I said, if you don't mind if the maintenance guy is still on hand, could you have him meet me here?
• 45:43
  SPEAKER_01: And I don't mean like meet me here like I'm upset, but like, let's just talk through this.
• 45:47
  SPEAKER_01: She's like, uh, and I was like, I just wanted to point out a couple of things.
• 45:50
  SPEAKER_01: I'm not sure if he looked at it or not, but we can walk through this.
• 45:53
  SPEAKER_01: They send the maintenance guy.
• 45:54
  SPEAKER_01: So the maintenance guy and I go out there with a flashlight and we're looking at the outdoor units.
• 45:59
  SPEAKER_01: And I said, It looks like you got this unit starting.
• 46:03
  SPEAKER_01: This one here is not firing off.
• 46:05
  SPEAKER_01: The air's working inside.
• 46:06
  SPEAKER_01: We probably have a run capacitor issue, or we've got some contacts that aren't coming in.
• 46:11
  SPEAKER_01: I said, I know you probably thought when the one went that there was a time delay to start the second one.
• 46:16
  SPEAKER_01: He's like, Yeah, exactly.
• 46:17
  SPEAKER_01: I was like, but enough time's gone by now.
• 46:19
  SPEAKER_01: Can we look at this one to see if we can find a solution?
• 46:21
  SPEAKER_01: So he's like, sure.
• 46:22
  SPEAKER_01: And we start looking through there, and the contactors have messed up.
• 46:25
  SPEAKER_01: They were gonna go try to bring a portable air unit into the rooms to fix that instead of just fixing what the root issue was.
• 46:33
  SPEAKER_02: Because you continue to peel back and look for solutions.
• 46:37
  SPEAKER_02: Right?
• 46:37
  SPEAKER_02: Yeah.
• 46:38
  SPEAKER_02: Thinking about that is is crazy.
• 46:40
  SPEAKER_02: So on a same track, but the words that you tolerate become the words you teach.
• 46:48
  SPEAKER_02: So what you tolerate becomes what you teach, and what gets set in the hallway when you're not there is on you.
• 46:55
  SPEAKER_02: That's tough.
• 46:56
  SPEAKER_01: That's like your report card.
• 46:58
  SPEAKER_02: That is so crazy because you're like, no, those aren't my words.
• 47:01
  SPEAKER_02: But it's what you allow you to tolerate.
• 47:03
  SPEAKER_02: So you hire a new guy in, you're at the sales desk, you're at the advisor, you're back at the tech count, at the parts counter.
• 47:10
  SPEAKER_02: And you got old Jimmy the sailor, who's really good at turning ranches, you think, and he talks like a sailor.
• 47:16
  SPEAKER_02: Yeah, if you don't have the gumption to nicely, politely say, Hey, can I talk to you real quick?
• 47:21
  SPEAKER_02: Hey, I don't know what's going on in your life, but we don't talk like that.
• 47:26
  SPEAKER_02: If there's something I can help you with, let me know.
• 47:28
  SPEAKER_02: But all these people around here, we're working to have positive mindsets, and the way that you talk does not represent that.
• 47:34
  SPEAKER_02: Is there something I can help you with?
• 47:36
  SPEAKER_02: Instead of just like, hey, shut your mouth, don't talk like that, you're fired if I hear it again.
• 47:41
  SPEAKER_02: Like they have to understand that that will happen.
• 47:43
  SPEAKER_02: Yes.
• 47:44
  SPEAKER_02: But to see, hey, what's going on?
• 47:45
  SPEAKER_02: Why do you what is it that triggers you to talk like that?
• 47:48
  SPEAKER_02: But if you tolerate that, if you just turn the other cheek like, dad gummit, my managers aren't addressing Jimmy, you know, or Larry, or whatever it is, then then when you're not around, that's what they talk like, and then that becomes you, your character.
• 48:01
  SPEAKER_02: And that's tough.
• 48:03
  SPEAKER_01: So to expand on that, that's how they talk, and then they end up talking to your customers that way.
• 48:09
  SPEAKER_02: That's exactly right.
• 48:10
  SPEAKER_01: Because there's not one and the other.
• 48:12
  SPEAKER_01: You can't flip the switch and be like, oh, I only talk like that when nobody's around.
• 48:16
  SPEAKER_01: It will bleed over.
• 48:18
  SPEAKER_01: It does.
• 48:19
  SPEAKER_02: Some of the funny things I've seen is as technology continues to change is uh video multi-point inspections.
• 48:26
  SPEAKER_02: And I think it's a great thing because you actually get to see what's going on with your car, and that's something that we're working on on onboarding.
• 48:33
  SPEAKER_02: So then they're like, Well, technicians don't want to do that.
• 48:35
  SPEAKER_02: It's like, cool, that's the direction we're going.
• 48:38
  SPEAKER_02: Because if I was on the other side, I'd like to see, hey, here's what's going on with the air conditioner.
• 48:42
  SPEAKER_02: You can see the contactors are not connecting here, the fuse is blown, and you get to see it.
• 48:47
  SPEAKER_02: And it's a video.
• 48:49
  SPEAKER_02: And uh, so I've seen some video MPIs that I've sent to my service director, my service manager, where they come off the rails.
• 48:56
  SPEAKER_02: The technician does because he's having a tough day.
• 48:59
  SPEAKER_02: And he's like, You're not gonna blankety blank fix it anyways, because you hadn't taken care of your car.
• 49:03
  SPEAKER_02: The inside of it looks like the inside of an abandoned McDonald's.
• 49:07
  SPEAKER_02: And I'm just like, Oh my! But it means you're not looking at your video MPIs and checking on your technician, so it becomes what and so they're like, You don't want our technicians.
• 49:17
  SPEAKER_02: I was like, No, I want my technician to be able to talk to a customer.
• 49:20
  SPEAKER_02: That's right.
• 49:21
  SPEAKER_02: To talk to my wife or my grandma or your wife or your grandma and to understand what's important there.
• 49:26
  SPEAKER_00: So I think that's and if not, what it's gonna do is elevate your team because hey, they're not where I need them to be, but we're gonna get there by clear expectations.
• 49:36
  SPEAKER_02: Yep.
• 49:36
  SPEAKER_02: I think that's so important.
• 49:37
  SPEAKER_02: The vocabulary casting vision out loud.
• 49:40
  SPEAKER_02: We have to cast vision out loud.
• 49:42
  SPEAKER_02: What's the goal?
• 49:42
  SPEAKER_02: What's the game plan?
• 49:43
  SPEAKER_02: Why a leader has to actually say where you're going before anyone can actually follow it and process it?
• 49:49
  SPEAKER_02: I think that's so important.
• 49:51
  SPEAKER_01: Absolutely.
• 49:52
  SPEAKER_01: If you don't say it out loud, it doesn't even start to have any value or direction.
• 49:56
  SPEAKER_02: How do you expect them to help you earn the president's award if you don't ever tell them that's the game plan or the goal?
• 50:03
  SPEAKER_02: You know, it's not gonna happen.
• 50:05
  SPEAKER_02: 80 years, four generations, the phrases that pass down, the place that what runs the place today, it has to be a shared gold, a shared vision.
• 50:13
  SPEAKER_02: Here's our vocabulary, here's how we help people, here's how we solution find, and here's how we handle a tough situation that has to be all outwardly spoken to your team.
• 50:24
  SPEAKER_02: So when you're not around and they're handling the customer and they've had a tough day, they still handle it properly.
• 50:30
  SPEAKER_01: I think, and that this is the ugly truth, but if that doesn't happen when you're not around, you failed as a leader.
• 50:37
  SPEAKER_01: And I know that some of y'all don't want to hear that, but probably do want to hear that.
• 50:41
  SPEAKER_01: If you leave to take your family on vacation and you all sudden get a bunch of bad reviews or text messages about people quitting or this or that happening, you have not taken the time to create the correct culture and expectations.
• 50:56
  SPEAKER_01: And you need to look at yourself first on what are you saying, how are you acting?
• 51:00
  SPEAKER_02: Yeah.
• 51:01
  SPEAKER_02: Or when somebody covers for you, how do they lead?
• 51:04
  SPEAKER_02: Right?
• 51:04
  SPEAKER_02: Because they think, okay, I'm second in command, I'm whatever it may be.
• 51:07
  SPEAKER_02: What do they say?
• 51:09
  SPEAKER_02: Have you taught them how to lead and what to say?
• 51:11
  SPEAKER_02: Uh so I think that's super important there.
• 51:14
  SPEAKER_02: All right, frequently asked question, Matt, what's one thing that someone said to you that changed how you lead?
• 51:23
  SPEAKER_01: That would be the words that come out of my mouth.
• 51:28
  SPEAKER_01: And early on in my career, I was doing an internship um with Paul Cummings and one of his courses, the name of the course was winning words.
• 51:39
  SPEAKER_01: The words that come out of your mouth determine whether you win or you lose.
• 51:43
  SPEAKER_01: And that really stuck with me forever is about hey, the words exactly what we've talked about here.
• 51:48
  SPEAKER_01: So it's been ingrained.
• 51:50
  SPEAKER_01: About the the words that come out of my mouth will change the direction in a positive or negative fashion to those you're speaking to.
• 51:59
  SPEAKER_01: That's good.
• 51:59
  SPEAKER_02: That's that's really good.
• 52:01
  unknown: Yeah.
• 52:01
  SPEAKER_01: So next up, Shelby, what's a word or phrase you've had to train yourself to stop saying?
• 52:08
  SPEAKER_02: I might I might flip that on the other side because I can't think of specific, but something that I constantly work at is to make sure that me and the and maybe this is indirect, but me or the people around me won't ever say can't, won't, don't have anything that's a negative connotation to rephrase that.
• 52:27
  SPEAKER_02: And I I think I've trained myself pretty well to not do that because I understood I don't need to do that, but getting other people to understand that and how do I get that so they understand it?
• 52:37
  SPEAKER_02: So it's not my words, it's their words.
• 52:39
  SPEAKER_02: So there's not a can't, won't, don't, don't have the time to, you know, any of those negative connotations to get that into we have this opportunity.
• 52:49
  SPEAKER_01: I I want to talk about yours for just a second because I recently just heard something that I'm having to train myself to stop doing.
• 52:57
  SPEAKER_01: One of the things that I'd implemented in when I'm speaking to a group was asking a question for feedback about, hey, does that make sense?
• 53:07
  SPEAKER_01: And I I thought that was something good to integrate in to keep positive interaction back.
• 53:12
  SPEAKER_01: I've heard some other people say it.
• 53:13
  SPEAKER_01: And I was like, okay, that keeps people, I like the audience to be interactive with me.
• 53:18
  SPEAKER_01: And I was listening to a community the other day.
• 53:20
  SPEAKER_01: What it does in return is it suggests that the listener isn't smart enough to grasp what you're talking about.
• 53:27
  SPEAKER_02: And it's funny because uh I heard someone also point out that says that you were not confident enough in what you were saying.
• 53:34
  SPEAKER_02: Yes.
• 53:34
  SPEAKER_02: That if you ask, right?
• 53:37
  SPEAKER_02: That they're not smart enough and you're not confident in that of, you know, when you stop and say that.
• 53:42
  SPEAKER_02: So where you thought that was someone had taught you along the way, hey, do you have any questions or does that make sense at this point?
• 53:49
  SPEAKER_02: They're saying you're not confident enough or they're not smart enough.
• 53:53
  SPEAKER_01: And that's when you get to an executive level of going, hey, I'm fine-tuning the words I say because I want even more out of what I'm trying to pour into.
• 54:02
  SPEAKER_03: Yeah.
• 54:03
  SPEAKER_01: And you're willing to recognize that and go, okay, I can change that.
• 54:09
  SPEAKER_01: I've been successful, I'm a good speaker, but I can change that to be better.
• 54:13
  SPEAKER_00: Yeah, absolutely.
• 54:14
  SPEAKER_00: I think that can be rolled into whenever you're going over with training, teaching, whatever you're doing publicly.
• 54:19
  SPEAKER_00: If you see somebody's not grasping it, and you start going through there is different words you can be able to say, then does that make sense?
• 54:29
  SPEAKER_00: It's it's reiterating and saying, Did you hear this?
• 54:34
  SPEAKER_00: Or are you sure?
• 54:36
  SPEAKER_00: Or anything going through there?
• 54:37
  SPEAKER_00: So that's a great point.
• 54:39
  SPEAKER_02: There's definite constant uh checking, you know, making getting feedback, all those things.
• 54:44
  SPEAKER_02: All right, Taylor.
• 54:45
  SPEAKER_02: Uh last but not least, what's a phrase our team says that you'd want carved into the wall?
• 54:50
  SPEAKER_00: Uh this just goes back to our roots of going through everything else.
• 54:53
  SPEAKER_00: Find a solution.
• 54:55
  SPEAKER_00: Find a solution.
• 54:56
  SPEAKER_00: And even if we're putting into a wall, find a solution today, that just reiterates and rolls straight into communication.
• 55:03
  SPEAKER_00: Communicate the bad, communicate the good, just communicate and find a solution.
• 55:08
  SPEAKER_02: I think that's so good.
• 55:09
  SPEAKER_02: Find a solution, communicate and treat others how you want to be treated.
• 55:13
  SPEAKER_02: Like that's a constant thing that we will push that.
• 55:16
  SPEAKER_02: So then the culture is ingrained.
• 55:19
  SPEAKER_02: It is so ingrained and it's so good.
• 55:21
  SPEAKER_02: And every once in a while you got to throw in a random Jorts day.
• 55:24
  SPEAKER_02: That's right.
• 55:25
  SPEAKER_02: I was in a meeting the other day, and I said that, and everyone looked at me like I was crazy.
• 55:28
  SPEAKER_02: And I don't know if they didn't understand what I said, or if they were just like, what do you think?
• 55:32
  SPEAKER_00: You should have seen what they're from the north.
• 55:34
  SPEAKER_00: What the uh Brazilian Cowboys thought about me on PBR Day whenever I had my Jorts and High Tops on.
• 55:41
  SPEAKER_02: Right.
• 55:41
  SPEAKER_02: So that's the outward expression of our culture.
• 55:44
  SPEAKER_02: Thank you so much uh for joining us on episode 94.
• 55:47
  SPEAKER_02: Every word counts, how the weight is handled, how you handle those conversations, as always.
• 55:52
  SPEAKER_02: Join us on Crossroad Conversations Podcast.com or anywhere that you get your podcast and check out your next new ride at Lewis Superstore.com.
• 55:59
  SPEAKER_02: I like it.
• 56:01
  SPEAKER_01: Hey, thanks for joining us today, and we hope you enjoyed this episode.
• 56:04
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• 56:09
  SPEAKER_01: 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.