Latest / Downshift With Tonnika / The Mistake That's Costing Your Shop Money | Nick Yannessa & Chi Wong - Ep 30
Transcript
- Nick Yannessa [00:00:00]: Colin, a guy who worked for us, he would judge. Oh, that's a 2003 CRV with 200,000 miles. They ain't gonna spend 1500 on that. That guy lives in this area. He's not gonna spend money on that. I find that the guy with the 03 CR V, that's my car, by the way, with 200,000 miles, so he'll spend $1,500 on it. But then the guy with the BMW, he wants me to put bottom of the barrel Prince Maxxis tires on it because he's just trying to look good. I've learned not to judge the customer. Nick Yannessa [00:00:26]: Man, woman, doesn't, nationality, doesn't matter. I present the information the same. Welcome to Downshift with my sis, Tanika Haynes. We all know as shop owners, sometimes Chi Wong [00:00:36]: you gotta slow down in order to speed up. And that's what this podcast is all about. It's time to downshift. Tonnika Haynes [00:00:51]: Where the hell did you guys meet? Because you two should not be in the same room ever. Nick Yannessa [00:00:55]: Well, that's a good topic. We met at the, we met on the asag. Chi Wong [00:00:59]: Dating site. Yeah. Tonnika Haynes [00:01:01]: Dating site. Chi Wong [00:01:03]: Yeah, yeah. Nick Yannessa [00:01:07]: She saw how tall I was and he thought that he, you know, he liked that. So he was like, hey, big head. Tonnika Haynes [00:01:13]: Oh, so it's a romance. Nick Yannessa [00:01:15]: Exactly. You know, he's not lying. Look at him. Chi Wong [00:01:17]: Look at him. Tonnika Haynes [00:01:18]: Yeah, he's blushing and crap. Chi Wong [00:01:20]: I know, right? You know. Tonnika Haynes [00:01:22]: Oh, crap, that's your boo. So really, you just met on asog, so. Nick Yannessa [00:01:27]: Yeah, we, I don't, One of the post was up and it was when the Eagles won the super bowl, and I think I, I, I said something about the Eagles winning the super bowl or something came up and then the Philly area connection came up and that's how we started talking. Chi Wong [00:01:41]: No, I, I, I think it was when I first moved shop and I was just like, I took a picture of something and at an Eagles picture, and then, you know, freaking clown clown over here, he got excited. Nick Yannessa [00:01:52]: Oh, my God. Chi Wong [00:01:53]: Eagles. Yeah. Tonnika Haynes [00:01:54]: Yeah. Nick Yannessa [00:01:54]: Hell yeah. Chi Wong [00:01:56]: And then, you know, he slid in my dm and Nick Yannessa [00:02:02]: our relationship grew from there. Tonnika Haynes [00:02:04]: Yeah. Chi Wong [00:02:05]: And then, you know, your wives know about this? Tonnika Haynes [00:02:07]: I mean, is this. Nick Yannessa [00:02:08]: Oh, yeah, yeah. Tonnika Haynes [00:02:09]: About the bromance? Chi Wong [00:02:11]: Yeah, they know. Tonnika Haynes [00:02:12]: Poor daddies. Chi Wong [00:02:14]: Is that a. And I found out, you know, he's an hour away from me. You know, after him sliding my DM for a while, I end up being in his area one day and, you know, he showed up in his piece of shit Cadillac. Nick Yannessa [00:02:32]: You're laughing, but this is normal. This Is light for him. Tonnika Haynes [00:02:36]: Like you. So weird. First of all. Well, let's get started, because we have to let the audience know who you are. So go ahead and introduce yourself. Nick. Nick Yannessa [00:02:46]: My name is Nick. Vanessa. Tonnika Haynes [00:02:49]: And. Nick Yannessa [00:02:50]: Oh, you wanted more. Oh, okay. So I'm in the process of launching a new shop called autoficina complete auto care. Basically, autoficcina means auto repair shop in italian. So it's a nod to our heritage. And we wanted something different. I have a partner in it. We wanted something different that wasn't just initials or quality efficient. Chi Wong [00:03:13]: We. Nick Yannessa [00:03:13]: Our name, anything like that. We wanted something that was not tied to us, but something unique that could be branded. Tonnika Haynes [00:03:21]: Okay, that's cool. Did you work at a shop before? I feel like you. Nick Yannessa [00:03:26]: Oh, yes, yes. Tonnika Haynes [00:03:27]: What's the backup? Nick Yannessa [00:03:28]: So my dad has been in the automotive business. He had a shop since he was 19 or 20 years old, something like that. He's been working on cars his whole life, you know, even as a kid in the driveway. And he said he got to start his own shop. And then eventually he had a couple different, you know, different repair shops. He had a gas station, and then he got out of the gas business because that it wasn't a good time to be in the gas business in the 80s 90s, because that's when, like, the mini marts and the wawas and the big places were taken over. So then he had. He moved to just a repair shop, and then he decided he didn't want to be in. Nick Yannessa [00:04:01]: Have his own business for, like, a couple years and work for a couple people. We worked at a body shop, Worked at a repair work, restoration shop. And then I think he even sold, like, campers or something. But he hated that. So then he started another shop where. That's where kind of me and chi come in called wheels in motion. He started off wanting to do just, like, hot rods and detailing. At the time, the hot rod business just wasn't working, you know. Nick Yannessa [00:04:25]: And so he branched back into general repair. And then later on, he always wanted to do body work and have a body shop. So in our town, the chevy dealer closed up. We start, and he bought the body shop building, and we had two shops. And then we were actually able to combine the shop into the building that was the main Chevrolet dealership's main dealership building. And we had a body shop and a repair shop all in one big building. And we did auto repair. We did, you know, general repair. Nick Yannessa [00:04:53]: We did classic cars. We did detail and accessories, collision work, restoration. We kind of did everything. And then as my dad wanted to get closer to retirement, you know, we kind of stopped, kind of phased out the classic car work a little bit. It was hard to serve two masters because Tamika needs her car, her Honda to go back and forth to work, and she wants his, you know, classic Mustang for the first car show. How do you keep both people happy? And then it got to a time where my dad wanted to retire. And I'll be honest, me and my dad's relationship wasn't the best in business. It was hard, too. Nick Yannessa [00:05:27]: And we could probably have a whole deep dive in that, because I'm sure with your father. Tonnika Haynes [00:05:31]: Same, Same. Nick Yannessa [00:05:31]: Yeah, there was a lot of, you know, just. And I think what it was is, you know, I'm. I'm a. I'm a millennial. I'll be 38 at the end of the month. My father's 67. I just think it was just generational, and what worked for him worked, and I respect it 100%. But, you know, to be competitive in 20, 25, 26, whatever, you. Nick Yannessa [00:05:52]: The 1985 playbook isn't working no more. Respectfully. Tonnika Haynes [00:05:55]: Yeah. Nick Yannessa [00:05:56]: So I couldn't. I couldn't afford to buy the shop on my own, and I wasn't getting going to get the help from him to buy it again. That's a whole nother. But so I. My cousins had a shop. I ended up merging with them, and I was there a year and a half with them. And I'll be honest, it did not work out. Tonnika Haynes [00:06:18]: Family's not always the easiest to work with. Nick Yannessa [00:06:20]: Well, you know what, it is. And I can't really go into that part of it because it's still active with things that are going on. But, you know, I went into it with certain intentions, and I don't think everybody was on the same page where I'm an honest person. As you see with me and Chi, we talk about how our feelings, you know, hey, Nick, do you like my. Do you like my car? No, I think it's ugly. You hear him? He just called. He called my Cadillac a pos. You know, but, you know, when people go into it with different intentions, it can be disheartening. Nick Yannessa [00:06:49]: So in December, I was kind of forced to leave. You know, as far as that goes, it just wasn't a good situation. Could I have stayed? Yeah. But mentally, it was like, I'm over it. And that's how the new. The new shop came up. It was kind of doing it on the fly, but, you know, I've been doing it my whole life. I know what I'm doing. Nick Yannessa [00:07:07]: Just kind of getting all the pieces put together. We're not open yet, but God willing, we'll be open soon and get back to work. This shop though, we're not going to be doing auto repair or, I'm sorry, collision work. We're going to be doing just auto repair and then I'll be doing like the accessories, like the tanu covers, wheels, little bolt on stuff and then detail it. So we're not going to do body work this on this go around. Chi Wong [00:07:27]: Cool. Nick Yannessa [00:07:27]: That's, that's kind of my brief history. I, I went to North Empty Community College for automotive and then I went to Pace University in New York City for business. And then of course, I've been in the automotive business my whole life. Tonnika Haynes [00:07:39]: See. Chi Wong [00:07:39]: What about you? Tonnika Haynes [00:07:40]: Your shop's what, how old is your shop? 10? 16 years old. Chi Wong [00:07:44]: Let's go on 16 years. Tonnika Haynes [00:07:45]: 16. How'd you get started? Chi Wong [00:07:49]: Fed up at the dealer. Tonnika Haynes [00:07:51]: Yeah, fed up with the dealer. Well, how long have you been in the industry? Let's start all the way back. Way back when? Chi Wong [00:07:56]: In Dinosaur. Aged according to my kids, but like since I was 18, so pretty much 2000. That's when I started tech school. Tonnika Haynes [00:08:04]: Okay. Chi Wong [00:08:05]: But you know, I was thinking of the cars already and you know, from there went to work at Firestone, almost made me quit the business. Hard. Tonnika Haynes [00:08:15]: Why? I mean, what about Firestone? Almost made you quit management? Chi Wong [00:08:20]: Flat rate times are horrible. Like you would work there the whole weekend, make 45 hours, but you know, you were there for 10 hours a day for five days. So. Yeah. And yeah. Regardless. Anyway, that ain't mathing right. That's the only job I ever walked out of in my life. Chi Wong [00:08:44]: Wow. Tonnika Haynes [00:08:46]: And so for Firestone, what you do next? Chi Wong [00:08:49]: I took a two month vacation. Tonnika Haynes [00:08:53]: You must have been rolling in some dough to take a two month vacation or you just run around broke. Chi Wong [00:08:57]: Yeah, pretty much. You know, he's 23 years old. Tonnika Haynes [00:09:00]: Oh, you didn't have no dig on responsibilities. Yeah. Like when you quit Firestone and walked out, were you walking out on the industry or you just walking out on Firestone? Chi Wong [00:09:07]: I walked out on Firestone, but I was really considered walking out the industry. So as I was actually thinking about what to do with my life after two months, I got a phone call from the Honda dealer that applied to like eons ago. Tonnika Haynes [00:09:24]: Yeah. Chi Wong [00:09:25]: Because I was like, you know, I'm just gonna go back to school, you know, forget it. Yeah. Yeah. I don't know if it was a blessing or a curse. Tonnika Haynes [00:09:31]: We'll find out. Well, it looks like it's a blessing. You got your shot for 16 years. So how long did you work for Honda? Chi Wong [00:09:37]: It wasn't for seven years. I'll be honest with you, I love the job. Tonnika Haynes [00:09:42]: Right. Chi Wong [00:09:42]: Until someone decided to play games. And I was like, you know, this not working. Nick Yannessa [00:09:49]: You know, dealership management. Chi Wong [00:09:52]: Okay, not management directly, but yes, in a sense. And I was like, hey, this is not right. I was like, you know, your life's almost being controlled by one person, not because of my skill set or me. So like, hey, you know what? Maybe I should, you know, I was 29 at that point, so I'm like, no, maybe I should try it. Tonnika Haynes [00:10:14]: The shop, did you build it from scratch or was it already established and you bought it? Chi Wong [00:10:19]: Yep. It actually happened out of nowhere. You know, I was looking, I was like, I wonder how much is to rent a shop. You know, back then we're still using Craigslist, and I found a spot here, near, actually not too far from me. And I was like, this seems too good to be true. You like the price, the size of the shop, and I end up looking at it and I was like, oh, wow, this could actually work. Okay. Next thing you know, you know, I was like learning how to put it all together. Chi Wong [00:10:52]: And of course that's, that's another fiasco, you know, from, you know, buying Ranger Time machines. I think you, you know that mistake. Tonnika Haynes [00:11:01]: Yeah, yeah, you gotta buy, you buy all the cheap equipments and you look for more equipment on Craigslist and all that good stuff, but you gotta start somewhere, right? Chi Wong [00:11:08]: Yeah, it was. Tonnika Haynes [00:11:10]: Yeah. Chi Wong [00:11:11]: And not, you know, also coming from a dealer where I was just working Hondas all day long, suddenly you're working on like a Chevy and you're like, okay, I don't know about that one. Yeah, yeah. I mean, it was a learning curve, really. Learning curve. Tonnika Haynes [00:11:28]: What about the management side of it? Did you have employees or was it just you? One man show. Chi Wong [00:11:33]: Well, at first I'm a brother in law helping me out at the desk and you know, he wasn't coming for the automotive. He just needed something to do. He was there for a little bit. I mean, he did okay. And then I had an employee. I mean, you know, we worked together and it was good. Until it wasn't. Yeah, I mean, I don't, I don't always just blame on him, you know, it was also me, you know, not knowing how to handle employees. Chi Wong [00:12:04]: You're more like a friend. And you know, from there you kind of learn. But at the Same time you still. Because I tell people, you know, you go something from a tech to being hr, Business management, accounting, marketing. Nick Yannessa [00:12:20]: Yeah, exactly. Tonnika Haynes [00:12:21]: Yeah. Chi Wong [00:12:22]: Janitor. Tonnika Haynes [00:12:23]: Janitor. Chi Wong [00:12:24]: Janitor. Tonnika Haynes [00:12:25]: Maintenance. Chi Wong [00:12:26]: Right, right. Everything. So it's. It's really, you know, you could be the best tech ever. But I tell people it doesn't matter if you don't, you know, you can't handle all the other aspects of the business. You know, it's just not going to work. And, you know, I'm always straight up honest. So I was in that first location for five years, and I did pretty well, honestly, Like, I did not know crap, and I actually did pretty well. Chi Wong [00:12:57]: So I decided I needed a bigger shop. Tonnika Haynes [00:13:01]: Well, how big was the first shop? Chi Wong [00:13:04]: It wasn't small. I mean, I had two lifts in there, but I could park, like, I could park six cars in there if I squeezed it in. Nick Yannessa [00:13:12]: Okay, well, that was a decent size. Tonnika Haynes [00:13:13]: Wow. Chi Wong [00:13:14]: Yeah, it wasn't horrible. But, you know, my main thing was I wanted an alignment rack. Really. I just knew how. How much that will help. So I kept on asking my landlord if he was gonna retire, and he said no. So I started looking. So it doesn't help that at the same time, a friend of mine, at that point, he was a body guy, wanted to start a body shop. Chi Wong [00:13:37]: So I'm like, hey, we should look for a place together. Like, what happened to Nicholas. Tonnika Haynes [00:13:41]: Yeah. Chi Wong [00:13:43]: And, you know, because in Philly area, it's really hard to get a paint booth license, so it has to be grandfathered in. Tonnika Haynes [00:13:51]: Oh, yeah. Okay. Chi Wong [00:13:52]: So for odd reason, I found the place. Tonnika Haynes [00:13:56]: It was an odd reason. That's a blessing. Chi Wong [00:13:59]: Not really. Tonnika Haynes [00:14:00]: Well, you'll know. I don't know about that. Chi Wong [00:14:02]: Hindsight wasn't a blessing. Tonnika Haynes [00:14:04]: Not that time. Chi Wong [00:14:06]: So it was 8,000 square feet. Tonnika Haynes [00:14:09]: Okay. Chi Wong [00:14:09]: It was a huge shop. You know, I was still on the younger side. I was 34, you know, so, you know, you're a little more too confident, I would say. Yeah. I'll admit it. I'm like, I'm gonna make this work. You know, we end up signing the lease together. I told him, hey, you know, this is how we got to do things. Chi Wong [00:14:31]: You know, I'm gonna help you out. Isn't that. I mean, off the bat, it was like, you know, because my mentality, I'm a businessman, and, you know, his mentality wasn't, you know. So long story short, it was a rough five years. Tonnika Haynes [00:14:49]: Oh, you stayed in that situation for five years? Chi Wong [00:14:51]: Yes. I had no choice but to. Oh, at the same. At the same time, I Tried to grow. I had some success. You know, I started actually learning more about management. Like, that's actually when I forced me because the old shot, the overhead was so low that I could literally be a dumbass and survive. But because of now, I have tripled amount of overhead. Chi Wong [00:15:15]: I couldn't do that anymore. So, you know, I started like really learning management. And that, that was like a light bulb moment. I'm like, oh, my God, this is. You know, it doesn't matter how good we fix the cars. People don't know. They don't care. Right, right. Tonnika Haynes [00:15:33]: So what would you learn your management stuff from? Did you seek out help that way? Chi Wong [00:15:38]: Believe it or not, I actually started watching Gary V. I know people know who he is before he was even popular. I started watching Gary Vee 2013, 2014. Another one that nobody really talks about is Marcus Lemonis. I like him. Tonnika Haynes [00:15:58]: I like him. Chi Wong [00:15:59]: Yeah, the show, the Profit. So I was watching on tv, right? Love that show. And I was like, look at these dumb asses. They're stupid as hell. And I'm like, oh, no, you're the dumbass. Tonnika Haynes [00:16:08]: You're stupid as hell. Chi Wong [00:16:10]: So that, that's when I started implementing stuff. And, you know, and then one day, you know, I don't know if I could name this company. They walked into my door. We all know this company. Dutch is a Dutch. Dutch favorite company. Tonnika Haynes [00:16:24]: Say it. This is my podcast. Chi Wong [00:16:26]: Oh. You know, I don't want to get you in trouble. No, start with an A, you know? You know who I'm talking about. Tonnika Haynes [00:16:33]: Okay. Okay. Chi Wong [00:16:35]: Starts with an A. Yeah, yeah. Dutch's favorite company. But anyway, they walked in and, you know, I'm in a position of like, you know, it's like my bank account's constantly at flat. You know, it's like money in, money out, money in money. But I don't see anything. I mean, I'll be honest with you, I was barely getting paid, you know, and I was like, all right, something gotta change. So, you know, I went to the free. Chi Wong [00:17:00]: To the free class. Right, right. And I was like, all right, you know, you know, it made some stuff made sense. And then they visited it, you know, and offered me, hey, how about you take a two month free ride with it? I'm like, at that point, I'm like, dude, what I gotta lose? You know, because now, like, I'm not getting nowhere. I took the ride, you know, I mean, it did help some, but at the end of the day, a lot of the things they were teaching end up actually hurting my business. Tonnika Haynes [00:17:34]: Okay. Chi Wong [00:17:35]: Because it just doesn't work. And, you know, as time went on, I met more people that went through that same program, like Carmen Kanado, you know, and. And we actually had the same exact coach, and we're just like talking like, you were told the same exact thing. I'm like, yeah, I was still the same exact. And you know, I just put two and two together. And it's funny, the more people I met that went through the same thing, we all resonate that we were told the same things. And I'm like, you know what this is? Nick Yannessa [00:18:05]: What were the things that hurt? Like, what were the things that they. Chi Wong [00:18:08]: Well, you know, they kept pushing for, like, shop supplies. So, you know, I'm not totally against shop supplies, but they kept pushing to the pointers of like, dude, I'm getting pushback. You get what I'm saying? I'm going to push. Tonnika Haynes [00:18:25]: Your shop supplies are X percent and they told you to raise it by a multiple of what? Chi Wong [00:18:31]: It was like 8% something. So. So, you know, the affiliate sales tax is 8% of it. this time, I was in Philly still. So, you know, people looking at the bill, they see, let's say a 500 bill to just see $40 shop supplies. So 540 plus 8% on top of that. So I started noticing, like, at one point, you know, my car count was declining so fast that I'm like, dude, did something's going on, you know, do Tonnika Haynes [00:19:02]: you think your customers are going back and talking about you? Because, you know, you get a lot of clients through word of mouth. So the word of mouth probably not Chi Wong [00:19:11]: so good at that point, I'm pretty sure. And you know, I mean, like, I mean, Tonica, I was trying everything. I mean, like, you know, and actually, actually asa, when I found out about asa, actually helped a lot. Tonnika Haynes [00:19:30]: Same. Chi Wong [00:19:31]: And so, like, you know, I met a lot of people in asa. You know, a lot of people talk to daily. Like, Like Andrew Lee. I don't know. Like, we. Well, both of us are being Chinese and we could resonate online. Tonnika Haynes [00:19:43]: Hold on. You're Chinese? Chi Wong [00:19:45]: Yeah, I'm Chinese. Nick Yannessa [00:19:47]: I didn't know that either. Yeah, right. Chi Wong [00:19:52]: No, no. Italian douchebag. Bonjour. No, but anyway, so we resident a lot and, you know, we started talking and you know, we talk like damn near every day. I mean, there's like Nicholas, Carmen, like, you know, it's. It's a great. It's a great thing, you know, like. Like, of course there's some people that don't like me. Chi Wong [00:20:15]: They think I'm a jackass, whatever. Tonnika Haynes [00:20:17]: So, you know, talk to them. Chi Wong [00:20:19]: Yeah, I. I know, but imagine how Tonnika Haynes [00:20:21]: many people don't like me. I love it, don't like it. Chi Wong [00:20:23]: I care less. I care less. Listen, like, I tell people all the time, you know, if you don't like what I say, whatever, you know, but hey, like. Like, you know, I say some horrible things to Nick. Like, no, but. But here. Here's my thing, right? I'm very straightforward. Like, if. Chi Wong [00:20:41]: If you tell me, hey, you know, you're a douchebag, I'm like, oh, well, can you emphasize why am I a douchebag? So I could be like, hey, are you correct? And, you know, you're probably doing me a favor. That's how I look at it. Because if you don't care or just like, hey, let the guy die, you know, okay, you. You know, it's just like with Nicholas, with. I don't know if you're cool with it, but, like, when he ran the old shop, you know, and he was telling me his numbers, right, And I'm laughing my ass off. I'm like, dude, how are you only doing these numbers with two texts and you up front? I'm like, I'm like, I'm here by myself and you see me harassing you all day long, and I'm beating your numbers every single week. Tonnika Haynes [00:21:31]: But that's good. That's good. That's a good friendship because you got to think about it. Same thing for me, got into a sock. Meeting other people. People just don't know what they don't know. They don't have any other things to compare it with, especially if you're not in coaching and this is new to you and you don't have anything else, anybody or any other shop to talk to about these things. So I think that's the important aspect of people like you finding each other knees, social media groups and whatever, and meeting each other in the DMs and having these conversations because you making fun of Nick, you know, like, dude, you broke you. Tonnika Haynes [00:22:08]: Like, he can take a second look like, oh, man, why? I thought I was doing good. Maybe I can do better. It's not really to pick on them, but if that's just the way you guys talk to each other, that is absolutely perfect because I talked to my automotive friends like that as well. But think about all the people that are out here doing, Trying to do it by themselves. It's like you've got each other to bounce stuff off of. And I think that's what's really important with the industry. We got to have more of these conversations in a space that's smaller than a sock group. Because you don't want to get embarrassed by your questions. Tonnika Haynes [00:22:40]: Right? Because that can happen. You know, you say something and people will attack you. But if you can find somebody you resonate with, like, okay, you're both in Philadelphia. I mean, Pennsylvania. You both like whatever teams. You like poor things. And then you can build a relationship with that, and you start to ask the questions or have the hard conversations. So I like it. Tonnika Haynes [00:23:02]: I like your bromance. More people need a bromance in the automotive industry. Chi Wong [00:23:05]: No, no, she's talking about us like Nick Yannessa [00:23:07]: she's a Panthers fan or something over here. Like, come on. Tonnika Haynes [00:23:10]: Yeah, I'm embarrassed at this point, but I am. Nick Yannessa [00:23:12]: So. It is funny, though. So to your point with. What she's saying, though, is. So with our shop, kind of. I was explaining the structure. I was more ingrained in the body shop stuff, which I have helped Chi with with storage, how to build more, how to do things when it's an insurance claim. Tonnika Haynes [00:23:27]: All the pages and all of that stuff, I miss. I don't miss that. Nick Yannessa [00:23:30]: Like, yep, he looked up, like, I remember him doing a steering rack on Alexis, and I looked it up on CCC, and it paid 19 hours or something. And he's all happy and giddy. He's going to Bill 11 or something like that. And I'm like, well, CCC says this, and this is included, and blah, blah, blah. We're kind of going over this stuff together. And he's like, what? I was leaving my. He was mad because I'm. He's leaving money on the table. Nick Yannessa [00:23:53]: And then just the. The conversations, the scanning and just certain conversations. This is what you got to say, Chi. This is what you got to do and guiding those things through there. So to your point, with the. With the repair shop, my dad and the other. Our lead technician were running it. My dad was uninterested, didn't care. Nick Yannessa [00:24:12]: You know, the. Tonnika Haynes [00:24:13]: The. Nick Yannessa [00:24:14]: The other guy that he working for us, very smart. He didn't try. He wasn't the upseller. He wasn't looking for stuff. And then when I got. When after the. After the merger, he left because he. He was my dad's guy. Nick Yannessa [00:24:26]: He wanted. He didn't want to work for me. He's one of those ones. It's funny when he say this. I'm four years younger than him, but he acts like I'm 12. You know what I mean? Tonnika Haynes [00:24:35]: No. No respect there. Nick Yannessa [00:24:36]: And Then on top of it, he's one of those ones where. Because he's an excellent technician in his eyes, because Nick is not an excellent technician. He's not knowledgeable about this business. And he had the mentality. And so did my father to a point. If you. If unless you're an excellent technician, you can't run this business where kind of like how we said before, you could be an excellent technician. And then, oh, Nick's just up front doing nothing. Nick Yannessa [00:25:02]: So like, he's just sitting on the computer. But they don't realize fixing cars and fixing cars for money are two different aspects. Tonnika Haynes [00:25:09]: So two different things. Nick Yannessa [00:25:11]: Here I'm thinking I'm running the body shop. I'm doing my thing, I'm doing well, and I'm thinking everything's handled over there. Well, then I get into it and start looking at stuff. And she's opening up my eyes to some things. And then I'm on ASOC and kind of just going. And I'm like, holy crap, this is terrible. And I try bringing this stuff up to my dad. He don't want to hear it. Nick Yannessa [00:25:31]: And I'm like, all right, that numbers don't lie. It could be tomato, tomato. You like Goodyear, I like Michelin, whatever. We can argue about that stuff. But if I show, shove the invoices in your face. You can't lie about that. My dad didn't. Didn't want a shop management system. Nick Yannessa [00:25:46]: We had QuickBooks. It was inefficient. We wrote that work orders up by hand. Inefficient. Like, there was so many inefficiencies here. And. But I was like, well, dad, we should get Tech metric or even VIP. I don't want to spend $100, $300, 500amonth on that. Tonnika Haynes [00:26:02]: But I'm like, but if you're thousand. Nick Yannessa [00:26:04]: But if you're saving. I just looked at it on the base. Our labor rate is X. This is this. So you don't think we can save four hours a month off of this? You know what I'm saying? Like, and it was difficult. So she is diagnosing stuff from Ben Salem, as he likes to say, Nick, go look at that CRV that you just pulled in. See if the. See if the rear wipers ripped. Nick Yannessa [00:26:27]: Stuff like that. And like, all this little details. And like, it's funny with Hondas especially, hey, this Honda, it needs a VVT solenoid. Like, he would just know stuff from being a Honda guy. But even that I was able with a lot of cheese guidance. I'LL give it to him to make the repair shop more money without doing anything, without buying any equipment, without spending any money. Just trying kind of what she was saying. I was making money on accident. Nick Yannessa [00:26:54]: I think he was alluding to that earlier. I was just saying, hey, why don't we check the cabin air filter? Oh, it's dirty and has hair growing in it. Let's just try to sell this. This is a good thing. Where those things weren't getting addressed and it's just, it wasn't anything. Wasn't. We weren't recommending brakes, weren't trying to sell brakes at 6:30 seconds like the dealers were. It was like brakes were getting left at 3:30 seconds. Nick Yannessa [00:27:17]: Tires were getting left at 3:30 seconds. Now, in Pennsylvania we have state inspection. Technically they pass, but why can't I have that conversation? Hey, your breaks are at 3 32nd. Do you want them fixed or not? Leah, let's just get it done because I'm not coming back next month or now. Money's tight right now. I'll hit you next oil change. Tonnika Haynes [00:27:36]: Cool. Chi Wong [00:27:37]: Yeah. Tonnika Haynes [00:27:37]: Just have the conversation. You leave your money on the table. Nick Yannessa [00:27:40]: And, and Colin, a guy worked for us. He would judge. He would judge. Oh, that's a 2003 CRV with 200,000 miles. They ain't going to spend 1500 on that. That guy, that guy lives in this area. He's not going to spend money on that. But it's like I find that the guy with the O3 CR V, that's my car, by the way. Nick Yannessa [00:27:58]: With 200,000 miles, I got it for free from a customer. Great being a great car, but. So he'll spend fifteen hundred dollars on it. But then the guy with the BMW, he wants me to put bottom of the barrel Prince Maxis tires on it because he's just trying to look good and he don't want to spend good. He don't want to spend good, but he wants to look good, you know? Tonnika Haynes [00:28:19]: Right. Nick Yannessa [00:28:19]: So I've learned not to judge the customer. Man, woman, doesn't. Nationality doesn't matter. I present the information the same. Now, if the car has a rusted hole in the frame, Tanika, we can't fix this. We gotta go. Tonnika Haynes [00:28:31]: It's time to let this one go, babe. Time. Let it go. Nick Yannessa [00:28:33]: Or, or like, hey, you know, it's gonna be 3,000 for bare minimum and you still have issues to your point. Now there is, but I don't, I don't think with my wallet. I think with theirs. Because Nick might say, you know what? That 200,000 mile CRV for 1500. If that gets me another year. Well, look at car payments. They're 5, 600amonth. That's my sales pitch. Nick Yannessa [00:28:53]: So if you're 500amonth, that's 6,000 a year. So if I want to to fix your old CRV and it lasts another year, you made money or save money, however you want to look at save money. Tonnika Haynes [00:29:02]: And. Yeah, and you're safer. And it gives you time to plan for the next car instead of just throwing the whole baby away with the bathwater. So it's a weird, crazy, but like you said, people sell out of their own pocket or make assumptions about what people can and cannot do. Nick Yannessa [00:29:17]: And then he was hourly, so what was the incentive? Oh, my God. Tonnika Haynes [00:29:23]: They're hourly, too. But the thing is, when you're a technician and you're a technician of a certain age or a certain generation, it's possible that you just get stuck in your own mindset. And no matter what you said, he was not going to listen to that boy, little boy, Nick. Like you said, he didn't respect you as the service advisor, as the manager, as the money maker. Nick Yannessa [00:29:45]: And the problem is my dad. If my dad would have backed me up and went, hey, dude, this is a good thing we got going on here. But my dad and him had like a bromance, if you want to say, bromance, where he didn't want to mess with his boy. You know what I mean? But it's like, but your boy is hurting. Your pocket, my pocket. Tonnika Haynes [00:30:05]: I don't think friendships and businesses can get along. I think it's a bad idea. Partnerships, friendships, having your buddy work for you. Because like you said, your dad probably is sitting there now thinking, oh, man, if I would, well, listen to Nick about five, 10 years ago, then I would have been in a better position. Well, too bad. Now, daddy, he won't. Nick Yannessa [00:30:26]: He won't admit that because he's a stubborn Italian, but, you know, I would like to think there is part of him in there that realizes. Yes, I thought she was black. Maybe a little bit. Tonnika Haynes [00:30:40]: All right, carry on. How to break the. Nick Yannessa [00:30:42]: Yeah, you're good. Chi Wong [00:30:43]: But. Nick Yannessa [00:30:44]: But I get what you're saying, though. It's just so. I don't know if it's like the friendship. I don't know if it was just the right person. We're like, if I, me and Chi work together, either it would be beautiful or it'd be a disaster because. But at the same time, I think me and Chi could be the Type where we would go at it and go, what the, what the heck are you doing, Nick? We got to sell more tires. And then we could be best friends in five minutes. And we've gone at it about five minutes. Tonnika Haynes [00:31:09]: We can push each other. Nick Yannessa [00:31:11]: And we've gone at about topics where we vehemently disagree with the topic. Like I like Cadillacs, he likes Hondas and we will go at it. And I don't like Cadillacs anymore. It let me down, Tonnika Haynes [00:31:22]: it made me sad. But that's important too, that you've got to find a bromance with someone in the automotive industry so you can do that and have the conversations. Because even if at the end you still kind of disagree, you have a different perspective. And so you can like, okay, I don't agree 100% with what you said, but I can use a little bit of this. Nick Yannessa [00:31:44]: And, and the difference is, is I noticed like he, he comes correct with his opinion where one of the guys that worked with me recently, like one of the tire brands I like is no key and tires. I like them for a lot of reasons. And he didn't like them because they weren't a name brand. Chi Wong [00:31:59]: No, I didn't like them. Nick Yannessa [00:32:01]: No, no, not you. I'm talking about the guy that worked with me. I was talking about guy that work, work with me. I was like, so Pat, why don't you like him? I want to hear the reason. They chop, they wear funny, you know, dry rot issues. Give me something that we can talk about. He didn't like them. You know what I mean? Like that was his. Nick Yannessa [00:32:19]: It was just, I don't like him. But it was like, and to me it was like, I, I don't like that type of answer because it's like, come correct where chi, if I say, why don't you like these tires? Give me an answer. He will have an answer. Agree, disagree or indifferent. Chi Wong [00:32:34]: You know, when you talk about the Nokian is I personally like the tires. But you know, here's what I don't like. You know, they underrepresent themselves. Nobody. Only very niche people know about what. No key in this. You know, people's going to ask you, you're trying to sell them a phone tire. Nick Yannessa [00:32:51]: I get that. Chi Wong [00:32:52]: You know, you know, you know, like me personally, I choose brands that represent themselves well. So you know, like even being like, you know, I'm a big Falcon guy. Nick Yannessa [00:33:05]: Yes. Chi Wong [00:33:05]: You know, even though they're not hugely popular, but people know who they are compared to Nokia and you're like, what the hell was this thing, you know, Nick Yannessa [00:33:13]: So I found a lot of my customers don't ask, they don't care, they just trust you. They. Yeah, they trust or have how many price mileage rating are they all season, stuff like that. But now to your point though, the key in it, for example, is a niche thing where people who want their snow tires or their all weather tires, they make an electric car tire for Teslas. So the average person is not walking in saying, I want a new Kei versus like you said, continental, Michelin, Pirelli, whatever, something like that. So I get what you're saying in that respect, but again, at least there's a, there's a thought process there which I can respect where like the other guy. Tonnika Haynes [00:33:50]: I don't like it. Nick Yannessa [00:33:51]: I don't like you. Tonnika Haynes [00:33:53]: Why won't you implement this in your business? I don't want to. Okay, well, stop talking about being broke. If you don't want to make any changes, why won't you? I don't like it. Okay, you don't like who said it or you don't like the, the idea? Like sometimes people just don't take hold to an idea because they don't like the person that said. Said it. You said you were with the company that starts with an A. You did say it. Nick Yannessa [00:34:20]: A T. I just say it. Tonnika Haynes [00:34:22]: I know. Like, I, I don't know why he was trying to protect something. Chi Wong [00:34:24]: I don't know. Tonnika Haynes [00:34:25]: But think about it. You said you got something. Did you get anything out of it? You got a couple good tidbits. And if you didn't get a whole lot, you got the point that maybe you needed coaching. Like, if they would have never shown up at your door, would you have seen more coaching and learning opportunities or would you had just stayed in your own lane? Chi Wong [00:34:47]: I think I would try to keep on figuring it out. And so, so I wasn't like struggling like, but so, so, you know, it was in constantly flat, meaning money in, money out, money in, money out. But I wasn't, I wouldn't say I was struggling to make rent, but I will say by the end, towards the end, I was struggling to make a rent after I joined those clowns. Tonnika Haynes [00:35:09]: Okay. Chi Wong [00:35:10]: You know, like, like I'm like, I'm a real honest person. Tell straight up. I was, I was easier going bankrupt just to declare bankrupt at the end of the five years. And that's when Covid happened. Nick Yannessa [00:35:22]: And I remember that time we were talking during that time. Chi Wong [00:35:27]: Yeah. When the lease was expiring on that building. I had to find another place because I was in so much debt that I could not just get a job and get out of debt. It was either going bankrupt or I have to keep it going. So I was looking for a spot for a long time online. Nothing. Couldn't find nothing. And I was frustrated. Chi Wong [00:35:48]: I happened to take this back road home that I usually never take, and I drove by the shop I have right now for rent. I'm like, well, that was probably too good to be true. You know, I was just. I was just over it. Cool. The number. Some girl answered and she was completely clueless. I'm like, whatever. Chi Wong [00:36:06]: And a couple days later, like, oh, you know what? Let me just call again. So. And then the landlord actually picked up. Oh, he's like, oh, yeah, the girl doesn't know anything about this. So anyway, went to look at it and you know, like. And it's exactly where I want to be at. It's literally right outside Philly. Like, you could walk into Philly, but it's right outside Philly. Chi Wong [00:36:26]: And from from there on, actually, as bad as it sounds, Covet actually helped me out. Nick Yannessa [00:36:34]: Same. Absolutely. Tonnika Haynes [00:36:35]: No. Chi Wong [00:36:37]: And you know, I mean, I was over six. No, six digits in debt, you know, and within three years, I worked myself out of it. Nick Yannessa [00:36:48]: This is just business debt now. Chi Wong [00:36:51]: Yeah, that's just business debt. You know, I work myself out of it and you know, now. So. So the past couple years, I. I don't have to hang over my head no more. But at the same time, being the last shop having employees, I mean, you know, like I said, it's so hard to manage people. It also kind of terrified me because, you know, the calling out. Like, I used to have panic attacks on Sunday nights. Tonnika Haynes [00:37:19]: Who's gonna call out, who's gonna be sick? Chi Wong [00:37:21]: Right, right. You know, and you know, you have six car scheduled in the morning and you're like, you just want to bang your head against the wall. Which, you know, and I actually, when cover happened, you know, I think, well, my service advisor had health issues, so I told him to stay home. Like, he had heart issues. So I was told him to stay home. One of the texts just left. And I just was working by myself. And I'm like, hey, this is kind of chilling. Chi Wong [00:37:51]: And I was like, I don't have that stress anymore. So personally, I thought it was going to be temporary. You know, I'm like, I never ran the shop by myself. And then when I moved to this location, you know, we were still in the middle, in the height of COVID you know, I literally signed the lease on the day of lockdown. Tonnika Haynes [00:38:09]: Oh, okay. Chi Wong [00:38:10]: Yeah, I was like, okay. Anyway, so, yeah, I was like, hey, this is chilling. So I kept it going. And, you know, here I'm in year six, still doing it. Tonnika Haynes [00:38:24]: Well, wait, I didn't know. So you are a one man show. Yes, I did not know that. Chi Wong [00:38:30]: Yes. And that's why I was laughing at Nick, because I'm like, bro, you got two texts and you up front, how am I beating your numbers every freaking week? Wow. Nick Yannessa [00:38:40]: And. Chi Wong [00:38:41]: And it. Nick Yannessa [00:38:41]: It took about six, eight months, and then finally I had a week that I beat him. And he. Then it was like a competition. Oh, no, you ain't doing that again. Chi Wong [00:38:48]: You know, but. But, you know, it goes to show that, you know, how do you say it? Nick Yannessa [00:38:53]: Like, Chi Wong [00:38:55]: you know what? Like, like, okay, so I'm not saying Nick is a bad guy, but, like, the shop wasn't managed well, you know? Absolutely. The mechanical part was a managed well. You know, I was even asking, dude, how are you making payroll? You know, you're paying two. Two guys and yourself up front. And, you know, the numbers are laughable. You know, I'm not gonna say the numbers, but they were laughable, you know, like. Like, like. So. Chi Wong [00:39:24]: So for reference, I was standing around a lot and harassing him all day long like a messenger. I'm like, hey, hey, clown, what are you doing? Hey, where you at? Tonnika Haynes [00:39:34]: And he. And they're trying to work hard you on the Internet plan, right? Chi Wong [00:39:38]: And I'm still beating his numbers. You know, that's how bad it was. You know, but as time went on, as, you know, I guess, you know, from him learning from asa, you know, me giving him some input, you know, he was doing actually respectable numbers. I was like. I was actually telling him, hey, you know, you're doing a good job, clown. You know? Nick Yannessa [00:39:57]: Well, he would. It wasn't. But it wasn't like that. It was liar, ripoff, delusional. Tonnika Haynes [00:40:04]: Well, you knew what he was saying. Nick Yannessa [00:40:06]: No, I knew what he was saying. Tonnika Haynes [00:40:08]: He was speaking in chi. If he said. Exactly. Would have like been talking nice to you, you would have thought something was wrong with that dude. Nick Yannessa [00:40:15]: No, exactly. You know, if he's too nice, why Tonnika Haynes [00:40:16]: are you being so nice to me? Nick Yannessa [00:40:17]: No, no, but it was always. But it's funny he say that with the one man band. So I went down to his shop and he. He has everything situated for exact movement. It's very. Like, everything is set up accordingly for him to move efficiently. Because two steps in the wrong direction is inefficient for a One man band because seconds matter to him. We had a staff, so maybe those couple seconds didn't matter. Nick Yannessa [00:40:45]: He needed the oil filters in the right place. He needed this here. He did his alignments on this bay, he did his changes in this bay or however it was set up. But I noticed everything with his shop was very efficient and he thought of every move to make to work efficiently by himself. So I, I will. That is impressive to see with him being a one man band, you know, and doing the numbers that he's doing. Being a one guy. Tonnika Haynes [00:41:14]: How do you come up with your processes? Chi? You're muted for some reason. How do you come up with your processes, Nick? Nick Yannessa [00:41:27]: So I guess what it is is I always say it's a salad. Where I've learned, I learned from my dad, I learned from other people I work with. I learn from asog, I learn from chi, I learn what works, what hasn't worked. And I kind of put every. I always say I'm a stealer. I will take everything from everybody and twist it up and see what works and make it work for me. So I might go to your shop or you might tell me one thing that I like and I'll use it because it's a good idea. Now, other things, whatever, I'll listen. Nick Yannessa [00:41:56]: I'm open to ideas and change. Tonnika Haynes [00:41:58]: Right. Nick Yannessa [00:41:59]: But I'm not, I'm not the type where. And other guys that have worked with me will say, because I said so. Like, she will explain his thought process and why. If you just tell me, hey, this is. I want to sell Nokian tires because they're the best. Okay, well why now if you, if you can explain to me why they're a good tire, I'm good. But we're not going to just do it because I said so. I, I can't be like that. Tonnika Haynes [00:42:26]: But you know what? I really respect what you said. It's. I feel that way. Well, you know, I love coaching. I do. If you listen to something for ati. If you listen to something and you don't agree with it, don't use it. But the fact that you got to be open to listening to it, that's very important. Tonnika Haynes [00:42:47]: So even if it's not automotive related, like you guys were saying, Gary V. And then Marcus, is it Lemon, Lemon. Lemonis like just watching people like that, people that have already, they're winning, they've got something in their cookbooks that you can actually use implement in your business. And even if you have to tweak it a little bit, then so be it, but at least try. And the fact that your processes are so dialed in. Chi, how'd you come up with the dialed in processes? The way you've got it, you've always been like that. Is that just you? Chi Wong [00:43:21]: No, I just started with the, the second shop. So. So being as huge as it was, like, so at that point was just me, was me and two employees and we're like, at the end of the day, we're like, holy crap, we're really tired, you know, like, like, like it wasn't like super busy, but we're like really tired. And then we started, I started paying attention. We are walking a lot, so it sounds weird. We started doing something like a step counter, meaning how long does it take from the bay to walk up to the front desk? And then we're like, holy crap, if we move the desk this way, it'll save me 10 steps. So we started doing that in a lot of aspects. So instead of the oil filters being in the cabinet, I got carts where the oil filters are in the carts in every bay. Chi Wong [00:44:21]: So now they are not as tired. So, you know, we started and I kind of got addicted to it. I'm like, hey, this efficiency is very good. Nick Yannessa [00:44:30]: Yeah, like moving the emission machine. Chi Wong [00:44:32]: Oh my God, Nick. When I went to Nick's shop, well, his old shop, I walked in and I was like, nick, why is your emission machine all the way in the back of the shop where most shops I'm talking about, even the inefficient shops have it by the front bay door. I'm like, why is it all the way back there, dude? Like, so you're telling me someone is going to pull a car in, drive it all the way to the back of the shop, run the emissions, then back it all the way back up and then pull it into a bay. I'm like, where's the logic? Nick Yannessa [00:45:12]: And these were the challenges that it would face. These were the challenges I would face because I would try to implement this stuff and I would get ganged up on and no, oh, this is fine. But it was like, I almost felt like the guy who worked for us was like a government employee. He didn't want to work too much because like, you know, that's like, you know, we don't do that. You know what I mean? So it was like this inefficiency was allowed to continue. Tonnika Haynes [00:45:34]: Yeah, the inefficiencies can cost you money. Not only the time or the tired feet about the money that, you know, wasted time. Because I know even Becky Witt Drops. You know, how much does it cost per minute to run your shop? And if you're adding up all of those minutes that you're wasting just walking around because you either can't find anything cause it's unorganized, or it's dirty or even, like you said, parts and things are not just not in the right place for efficiency. Chi Wong [00:46:03]: Yeah. Well, another thing. Well, when Nick visited my shop, right? I showed him. I'm like, so. So since I'm one man, right? I'm like, I have a car right in my bay right in front of my toolbox, and I have my computer right on top of my toolbox. So as I'm doing oil change, I'm quoting, stuff, whatever, right? And then I show him, yeah, I have a computer up front too. So, you know, I'm not running back and forth. And you know, I, he saw me, literally, I'm wirelessly printing an invoice while I'm still working on the car. Tonnika Haynes [00:46:36]: Yeah, because you don't have to. The oil will drain by itself. You know, you don't have to look at it. I have to walk by and tell Texas, like, you know, you don't have to stand there and watch that. You just go ahead and complete another task being efficient. Chi Wong [00:46:47]: Right. But, but what I'm saying is like, you know, especially with guys like me, Chris Enright, you know, for us, you know, we have to be super efficient at how we work. Otherwise, you know, we get on a busy day. We will get. Just get. How do you say that? You know, we won't have enough time. Tonnika Haynes [00:47:06]: Yeah. Chi Wong [00:47:07]: You know, but I, I also feel like even in a bigger operation, if you actually solve these inefficiencies, you either get more cars in, you get things done easier, faster. But this is something I don't see a lot of people talk about. I talk about a lot, you know, I mean, Nick has heard me talk about a lot, you know, you know, true. Tonnika Haynes [00:47:27]: That's not a lot of people that talk about it, but I know who doesn't? I know I say her name all the time. That's one thing that I, I picked up from Becky Witt is about when one thing she talks about is time and finding the unicorn and make sure you're not wasting his time. And so having parts ready, making sure you don't have a car on the lift. We're talking. You're talking about steps, but there's some shops that don't even know if they have the oil filter in stock for the oil change that they're Doing and the car stuck on the lift for another 45 minutes to an hour waiting for one oil filter be to be checked out to be delivered. And so yeah, those things cost you money because now you've got an oil change that took an hour and a half instead of 30 minutes or 45 minutes. It costs you money all the time. It's money. Tonnika Haynes [00:48:08]: But no, a lot of people, a lot of people talk about the KPIs and they talk about, you know, the numbers and all of that good stuff, but actually processes such as what you're speaking of in the layout of your shop. Yeah, those conversations need to be had a lot more. I agree. Nick Yannessa [00:48:25]: It's funny you say that with like even like the oil filter. Like if, if when we would write up our tickets and I knew that car was coming in, I'm pulling the oil filter already so it's on top of the ticket. So when Janika's going to grab that ticket to do that oil change, she has to grab the oil filter with it. Or if it's one of those weird ones where you got to know your inventory. Like, all right, we had Pennzoil filters. That's what we had in stock at the last place. PZ37, all right, that's like half of Asia. So we're good. Nick Yannessa [00:48:50]: We got that. But if a Mercedes Benz E320 came in, I'm like, I might not. Tonnika Haynes [00:48:55]: We got that. Nick Yannessa [00:48:55]: Let me check. And. But luckily for us, and one thing Chi taught me, with even stocking parts, I was lucky. At the old shop, AutoZone was literally two blocks away. And he'd be like, yo clown, that is your personal warehouse two blocks away. You don't need a stock nothing. If you know they have it, why would you? And it's amazing because with the new place, this is how I've been thinking. I've been thinking of the efficiencies and how to process and streamline everything. Nick Yannessa [00:49:21]: Because like having that autozone two blocks down the street was amazing. And because again, why stock anything? I didn't have to. I didn't need a stock air filters. They were two blocks away for the common stuff, you know. Tonnika Haynes [00:49:35]: I like it. So the new shop, have you opened it yet? Nick Yannessa [00:49:38]: No, not opened yet. And it is funny how when you say about things come into place. So when I was at the other place, I could tell the writing was on the wall. I just didn't know when the writing was on the wall. Like I. But I was still in my head, I was playing and stuff. And my. What's gonna happen? Am I gonna leave or things not gonna work out, whatever. Nick Yannessa [00:49:58]: I. I kind of could feel it, you know, that it wasn't. Wasn't feeling like it wasn't my home anymore. It was a house that I built, but it wasn't my house anymore, you know, so it's funny. There is a local place, so, like, cheesesteaks are big in our area. This guy had a. Had a. Had a shop that he did wraps and customs and ceramic coating tint. Nick Yannessa [00:50:23]: And then out front, during COVID he. He bought a food truck and started doing cheesesteaks. And it really took off and talking about processes. He refined it where he gets the meat from here, gets it from here. And he really. It wasn't just, like. It wasn't just a typical cheesesteak that you get from the sandwich shop. Like, he. Nick Yannessa [00:50:43]: In our area in the. In the Philly suburbs, he was the kind of the one that really made it like a destination. This isn't just the local spot you go to. People will drive 20, 30 minutes to go to this place. And it kind of created another competition of cheesesteak places so much that there was Internet. There's an Internet beef between two cheesesteak places in my area now. Locally, they're having a cheesesteak festival at this place called Sunnybrook. It's like a big event center near my house. Nick Yannessa [00:51:12]: And cheesesteak places from all over the Philly area are going there because of this place, if that all makes sense. Tonnika Haynes [00:51:21]: That's crazy. When I. I'm going when Tuesday's next week for me. I'm not sure when this will be air aired, but. So I need you to send me a message about this cheesesteak place, because I might have to roll up. Nick Yannessa [00:51:32]: Yeah. Yeah, that's cool. Yeah. And so. And so I go into this cheesesteak place as we would get lunch every Friday for the text. Well, they just so happen to forget my cheesesteak. Typically, I wouldn't go get lunch, but I'm like, you know what? It's mine. I'll go pick it up. Nick Yannessa [00:51:45]: He says to me, are you looking for another location? And in my head, I'm like, I don't even want to be at this place anymore. So I'm not even thinking of that. So after I left, I was trying to get another place as far as that goes, and it wasn't working out. So then it's like, oh, what about this place? And that's how we got this place. So if I would have never went and got. If I would have never got my order incorrect. I would have never talked to the owner who was trying to push me on his other place to. To get that place. Nick Yannessa [00:52:14]: How. How you said everything all kind of falls together, you know? Tonnika Haynes [00:52:18]: Yeah, that's what's up. So you haven't opened Chi. You still run around one man show. Where do both of you guys see your shops in the next three years? What do you think you're going to be doing, Mr. Wong? Chi Wong [00:52:34]: Me personally, I. I don't know. I'll be honest with you, you know, I have thoughts about, you know, calling it quits, you know, but at the same time, you know, when you talk to your friends to still work at the dealership, whatever, and you hear the drama, you're like, oh, my God, you know. Tonnika Haynes [00:52:49]: Yeah. Chi Wong [00:52:50]: Even though I could make more money, you know, with kids and everything, I think I'm just gonna have to keep on going. I. I have recently. So, you know, for the past five years, since I left that other shop, I was kind of in like a. Kind of like a stale mode. Like, you know, I'm just licking my wounds, you know, I'm just like, man, you know, it was just bad, you know, it wasn't just a lot that. That, you know, lost a friendship with the guy with the body guy, you know, it was like. It was so much so, you know, I personally thought about just calling quits. Chi Wong [00:53:26]: But, you know, recently, actually, thanks to another guy, actually Carmen, he joined Shop Fix, you know, we could say coaching companies. And he was telling me he started doing like, really good numbers. And I'm just like, hold on, you know, me and you. Hold on. You know, I'm like, me and you, we're not that different, you know, I mean, he had, at that point, he had one employee. I'm like, let me try this. So I was like, hey, give me a little TEEMU insight on this. You know, let me be a little TEMU version version of Shop fix, right? So I was like, okay, okay. Chi Wong [00:53:58]: So, so, so, So I was telling him like, hey, so what's this all about? You know, like, tell. Give me some insight. Let me think about this. So I started executing it. And in the first week I'm like, I'm like, okay, numbers look a little better. Second week I'm like, I'm like, yo, dude, I doubled my numbers, my usual number. Okay, right? And I'm like, you know, it's not like I've really killed myself. And the third week, I'm like, you know, second week, I thought it was a Fluky. Chi Wong [00:54:28]: You know, honestly, third week, I'm like, hold on, I'm doing the same thing. Fourth week, I'm doing the same thing. Okay. And the fifth week, it went a little down. I'm like, okay, but last week I did the same thing. And I was like, hey, maybe we're on to something. Nick Yannessa [00:54:46]: Remember, they were advertising. Chi Wong [00:54:50]: No, I just ask questions. So, you know, I'll ask guys questions. You know, he's not the only one in it. You know, think Steve Roberts in it. Matt Vaughn's in it, you know, So I asked these guys questions, you know, that, you know, and we know each other for a while and, you know, it has tremendously helped their businesses. You know, even though they were doing good already, it just took them to another level. And, you know, I. I always say it. Chi Wong [00:55:18]: I always tell people, you know, I really appreciate when guys at a much bigger scale or level, they're actually willing to talk to guys like me and Nick, you understand, saying it's like, it's really a blessing, but, like, it really opened my eyes a little bit, you know. So right now I'm kind of, like, waffling. Should I maybe start hiring? Tonnika Haynes [00:55:41]: I mean, if, you know, you're pro, you've got your processes down, you've got everything handled. You sound. It sounds like you really got it going on. Maybe you get a young person just like you were that you don't think you should allow to be burned by the industry by going into the dealership. Go ahead and find a young person that has not already become jaded, for lack of a better word, and teach them what you're doing the way that you want it done, your processes, and help bring them up in industry. That. That can be your uncle moment. You can help somebody that way. Nick Yannessa [00:56:17]: I offered to come down, but, you know, Tonnika Haynes [00:56:22]: we want the shop to stay open. Nick Yannessa [00:56:25]: So it's funny, it's funny to hear him say, like, he's on shop fix, light light. Remember they were doing shop fix light. No, he's on light light. You know, but it is. It is funny because, like, you know, he would kind of like, you know, he was like, jaded or annoyed with the industry, kind of like, what do I do? And I'm like. And I remember us talking a couple months ago, like, I'm like, gee, either get out, or it was more or less put up or shut up. So. So he started trying. Tonnika Haynes [00:56:48]: Yeah, it was. Nick Yannessa [00:56:49]: And he was trying, like, doing stuff with his website, doing this. And it was funny. He was asking me questions, and basically I was regurgitating his information back to him, but in Nick language. Because he's just like. And he's laughing because he goes, you know, nick, I talked to this customer, and I did it your way. I'm like, but that's the way you taught me. But he goes, no, you kind of put your own little spin on it. And I don't know what we were talking about, but just like, whatever. Nick Yannessa [00:57:14]: It was like a sales pitch of some sort. And. Tonnika Haynes [00:57:16]: Yeah. Nick Yannessa [00:57:17]: And he. And it was just funny because he's all proud because I showed him something. I'm like, no, that's what you taught me. But I don't know what. Chi Wong [00:57:24]: No, what it was is. I will say Nick is a natural salesman. He's a natural salesman. So, you know, I'm not a natural salesman. I'm a horrible salesman, actually. But, like, I just asked him, hey, how do you convey this to a customer in a way that they, like, okay, you know? So I'm like, you know, I think it was something like, if a car needed brakes and, you know, it doesn't fail for state inspection, how do you sell that in a way that, you know, they'd be like, they'll just, like, be okay, you know? So pretty much he was like, well, you just tell them, hey, you know, your cars. Hey, you might as well have it done, you know, instead of coming back. You know, it's a little salesy to me personally. Tonnika Haynes [00:58:04]: Mm. Chi Wong [00:58:05]: But, you know, maybe not to that person, you know? Tonnika Haynes [00:58:08]: Right. So you had to get out of your own way and let Nick coach you. Nick Yannessa [00:58:11]: So I think it was just, oh, that's so cute. I think it was just the presentation, so I would be like, hey, Tanika, we have your Honda Accord in for. For inspection. Technically, the brakes pass. You are good. But within three months, you're going to need to get them done. Tonnika Haynes [00:58:24]: Now, I ain't got time to get it done today. Let's go. Nick Yannessa [00:58:26]: And I would just say, is that something you want to take care of today, or do you want to hold off and maybe wait till next oil change? Because you have about 2,500 miles left on your next oil change. Or you might go, you know, you might go. You know what? You know what, Nick? I'm cool. Money's tight right now. I'll wait for my tax return. Or to your point, nobody got time for that. Tonnika Haynes [00:58:45]: Or I'm getting ready to go on vacation, so I'd rather be safe than sorry. Or I got a really, really long trip. So I'm the. I'm the 100% customer. And that's one thing we talked about earlier is selling out our own pockets. Like, give me the information and let me decide from there. I don't have time. Like, if I'm getting something done, just do it all. Nick Yannessa [00:59:04]: And even, like, even when maintenance is coming up, like with inspections, you need this. This maintenance should be done. And even, like when there's a big service, the 60k, the 90k, the 100k, whatever, where I, you know, I, I will. I. Chi Wong [00:59:18]: We were. Nick Yannessa [00:59:19]: Him, Me and him were talking about, okay, if you do all of this, the 100k service on your X car, it's going to be $1,800. But how much do you have today? Maybe we can break it up into projects for you. You know, I got 500 a day, Nick. I could spend 500 beyond what we talked about for the other stuff. Chi Wong [00:59:35]: All right, cool. Nick Yannessa [00:59:35]: I'll do $500 worth of work and I'll keep doing that and we'll kind of keep it pushing till you get it all done. And I found that that is an excellent approach because, you know, for the people that are maybe budget conscious, price conscious, they feel like they're accomplishing something, but yet they're not overwhelmed. But yet I already kind of pre sold them because then they're not coming in next time all upset, stressed out that they got to come up with fifteen hundred dollars, whatever that number is, Tonnika Haynes [00:59:59]: already said, okay, get ready for it. Let's get ready. Let's get ready. Nick Yannessa [01:00:02]: They have. Tonnika Haynes [01:00:03]: That is the difference between being the mechanic in the shop and being the service advisor and the sales representative up front and the guys in the back that. You sound like a wonderful service advisor to have. The guys in the back are doing the dvi, they're looking over the vehicle, and you trust them and they trust you that you are going to represent the company and represent their findings and do your best for the customer. So everybody's working out together Nick Yannessa [01:00:31]: and it works out well because it's like, you know, everybody's happy, everybody's, you know, and it gives them a warning and it gives them. It gives us potential future work. You know, hopefully they come back and all that stuff. So it's. Like it's. It just works out well. And it doesn't totally intimidate them because that's the problem. Tonnika Haynes [01:00:49]: You can do that. You can do it all the time. You're not selling anything. They already come to you because they trust you. Nick Yannessa [01:00:55]: Look at that. Tonnika Haynes [01:00:56]: Trust the Asian guy that works on cars. Chi Wong [01:00:59]: But that's why I said I. I'm like, hey, clown. You guys. So. So how that came up, right? So anyway, I was like, hey, you know, you got to teach me some sales tactics, you know, so. Because I always say, hey, listen, if you ever get out this industry, you know, you're just so natural in sales. You could get into sales. Yeah, but so how the clown came up. Chi Wong [01:01:20]: How the hell did the clown. Tonnika Haynes [01:01:22]: Nick, are you a comedian for real? Because he says you're a comedian. Nick Yannessa [01:01:26]: Well, I'm a clown, so. Tonnika Haynes [01:01:27]: Yeah, you're a clown. Nick Yannessa [01:01:29]: He calls my. He used to call my shop the Circus. So now Auto Pacina is the new circus. When is the new circus going up? How is the new circus? We met a couple weeks ago in the circuses in the parking lot. Hey, look, I think that's your shop over there. Tonnika Haynes [01:01:43]: You guys are so sweet to each other. I love it. Chi Wong [01:01:45]: Oh, yeah. Well. Well, the reason why I call them clown was because, you know, the old shop, I call it a circus because I'm like, dude, your tech is. Is running from the bay all the way. I'm talking about, like, you know, the shop is huge. Nick Yannessa [01:01:59]: It was an old Chevy dealer, right? Tonnika Haynes [01:02:01]: Okay. Chi Wong [01:02:01]: All the way down. Down to there to use the computer, you know, like. Like. And then I'm like, you guys are constantly running around, like. And then, you know, his text. Well, that his lead tech, whatever you want to call him, wasn't recommending anything. So, you know, I told him they're working on Alexis, right? I'm like, hey, you know, the differential fluid, you know, should be changed, whatever, right? And then Nick tells me, well, you know, he said it's some kind of special fluid. I'm like, tell the clown will kill himself. Chi Wong [01:02:32]: You know, Tonnika Haynes [01:02:34]: he called the shot the circus, and that's why he was a clown in the circus. Chi Wong [01:02:39]: I call mine a shit show because. Nick Yannessa [01:02:42]: Same difference, though. Tonnika Haynes [01:02:44]: Yours is nicer. I'll stop saying that. Chi Wong [01:02:45]: But, you know, I remember having a conversation. I'm like, hey, Nick, you know, me personally, I sell batteries every five years. I'm like, hey, you know, five years, about average lifespan. And then he had a scenario where he's literally sold the battery, but then his tech told the customer he doesn't need it. Tonnika Haynes [01:03:01]: Oh, wow. Chi Wong [01:03:02]: And I was like, dude, that's a clown right there. Nick Yannessa [01:03:06]: And this is the. This is the stuff I would deal with. And it's like, if. My thing would be five years battery. If you're. If you have a 20, 21 coming in or Honda's, every three years, sell the battery. It's Peace of mind. Because it's like. Nick Yannessa [01:03:18]: Because how many times does it happen? And I've had it. Like, I could tell you one instance, husband brings a wife's car in, we recommend a battery. Now I'm gonna do it myself. And they're kind of. They're friends of the family. So he. She calls up and she's mad at me. What the heck, you guys? I'm like, look, I'm not trying to cause problems. Nick Yannessa [01:03:34]: I'm not trying to cause problems at home. But I'm. I'm going to put it this way. I told your husband, you know, I said his name that it needed a battery. And if you look on the invoice, I wrote, recommend battery. He said he's going to do it. And she looks and she's on the phone, nick, I'm going to tell you like this. That is my effing car. Nick Yannessa [01:03:51]: She goes, and she's not mad at me. Tonnika Haynes [01:03:53]: She's just annoying the situation right now. She's. Nick Yannessa [01:03:56]: She goes, you call me about my car. I'm not playing these games. Because, like, he didn't want. Like, he didn't want us to fill it up with washer fluid, like, stuff like that. Because, you know, like, that was his testosterone. Tonnika Haynes [01:04:07]: It's funny. I love to hear it, too. He's like, oh, I'll get it done. You won't. You're not. You said the last three times. Nick Yannessa [01:04:12]: She goes, nick, if you call me and you tell me how much and you explain it to me and I'm cool, she goes, and she goes, if you get shit from him, I'll deal with him. You just tell him that you talk to me and we're good. Never had a problem with her again. Yeah, she's great. Because she don't want to deal with that. Like, you said that maybe and all that. And it was one of those in the case we're trying to sell a battery because of time where he thought. Because it started up fine, it was good. Nick Yannessa [01:04:35]: Well, what happened on that first cold snap? Tonnika Haynes [01:04:37]: Or that first he was already at work and she's. Yeah, now she's pissed. Nick Yannessa [01:04:42]: And he's like, yeah, so. So with processes. Chi kind of put some processes in place, like batteries. Hey, if you got a 20, 21, we're in 26. I'm trying to sell a battery. Honda's three years. We know. We've learned that if it's a 2000 and 23 Honda putting a battery in or at least asking now, if they say no, well, what can I do? You know I tried, right? Chi Wong [01:05:01]: Well, it's not. Tonnika Haynes [01:05:02]: You tried if you don't offer it to them. And then it's cold. Like it was 93 degree degrees yesterday. Today is 40. Right now it's freezing outside. You know whose car is not starting? A lot of people. Because they're like, oh, it starts just fine. Okay, yeah, told you. Tonnika Haynes [01:05:20]: Yeah, Ton. But you've covered your tail. You've provided great customer service and the customer now trusts you just a little bit more. Even though it was their fault, they're like, should have listened to them and you won. Nick Yannessa [01:05:30]: And they'll do that because now it's like, you know what? When Nick asks and maybe that, maybe that guy will either be proactive and change the battery himself or he'll go Tonnika Haynes [01:05:39]: kick your ass when he shows up next time because you got him in trouble. Nick Yannessa [01:05:42]: That is what it is, you know, And I, I mean, you know, he didn't say nothing to me next time he came in. I think he. He didn't want to start that fight, you know, because he knew he was wrong at the end of the day. So, you know, it's just those types of things she had kind of enlightened me on. Chi Wong [01:05:56]: No, like, like, honestly, like, a lot of shops struggle with this stuff. Like, you know, like a lot of people, I always tell. A lot of people don't see the serious side of me because I'm a joker. But people don't understand why I'm a joker. Just like you, Tonica. You like to joke. Tonnika Haynes [01:06:09]: Life is short, mate. Chi Wong [01:06:11]: Well, it's almost like a stress relief for me personally. But so, you know, but, but when people see my serious side, like Nick, he actually takes it. But a lot of shops struggle, right? So even me personally, right, I see cars coming to my shop, even from dealerships where maintenance due wasn't done. Like, I just had a Pathfinder 2022 Pathfinder come in with 38k brake. Flu was due at 30k. Deal. He was going to the dealer. It wasn't done. Chi Wong [01:06:41]: I'm just like easy money right there. But I feel like a lot of shops are actually struggling because they not catch these things, you know. And, you know, it's as funny as Nick. Nick knows my shop is literally next to another shop. We get along great, right? Nick Yannessa [01:06:59]: The domestic shop, because they work on mostly domestics. That's what he calls it, the domestic shop. Chi Wong [01:07:03]: Yeah. Tonnika Haynes [01:07:03]: Got a name for everything. I don't know. I don't want to know what you call me. Nick Yannessa [01:07:10]: I've heard everything wonderful. Nothing bad, but like, what you're saying, Tonnika Haynes [01:07:13]: they just don't tell the customer. And the customer comes to a shop like yours or mine, and we're going to present with what the industry calls a 300 rule. And you asked me what Detect Auto was. Even if you Detect Auto will pull carfax history history from your. Your database and what's supposed to be hat on the car and say, hey, have these things been done? So like every car, you can't pull a spark plug just to check it, but just checking the history. And has anyone talked to you about this? And usually it's no, because one, they haven't convinced the technician the importance of the dvi. Two, the service advisor is not presenting what the technician has told them because they just are selling out of their own pocket or running scared. Or three, the customer knows about it or they're just a terrible customer. Tonnika Haynes [01:08:03]: But most of the time it's the first two. And even with the dealership, that happens. That happened to me at the dealership. They had my Mercedes for a week and I got the DV out. Was terrible. It needed a Guibo. They didn't know the name of it. He offered me one tire. Nick Yannessa [01:08:18]: He's like, guido. She said, guido. She making fun of me. She said, guido. Tonnika Haynes [01:08:22]: Not say. I didn't say that. But yeah, they did a terrible job. And I don't know. I was like, well, I looked at the DVI video coming from a Mercedes dealership and I was like, this is terrible. Who tells a person with this car that they need a tire? I needed four, I needed three because I only had a blowout, right? And I was just being lazy. Only change one tire because it's my shop. That's what we do to our own cars. Tonnika Haynes [01:08:46]: But I was like, no, dude, I need a set. And I told you I was out of town. You had plenty of time to do a proper DVI present this. And I am a say yes customer. So that's. That's a lot of failures where we let customers down. And we're supposed to be the now, Nick Yannessa [01:09:02]: why did you take that to the dealer? Tonnika Haynes [01:09:04]: Well, because it was in for recall. Nick Yannessa [01:09:06]: Okay. Tonnika Haynes [01:09:07]: And I was. Took it in for an electrical recall. And I'm the type of person that my cars are always on the back burner because we're that busy. Nick Yannessa [01:09:15]: Okay. Tonnika Haynes [01:09:16]: And so, yeah, and I was just like, just look at the car. Whatever it needs. I personally do. It's not my favorite car. So I know I mistreat her. That's why I only put that one tire on it. But I just, I'm too busy to get stuff done. And even my personal car is my kid's car. Tonnika Haynes [01:09:31]: Something happened. Just. Just drive mommy's car. Just do this. Because I don't have time in my own shop and I'm not making money off that car. Not greedy. Nick Yannessa [01:09:38]: And I need all the money. I get it. So it's just a, it was just a timing thing and it is convenient. It is interesting too because, you know, the dealership is in general is viewed as the superior product. If you wanted to like basic, I know, but that's how it's viewed. As for the customers, I disagree or I agree with what you're saying. And then even on top of that, a Mercedes dealer is even more of a premium experience or should be. And it's not. Nick Yannessa [01:10:04]: They're treating it like. They're treating it like a Suzuki. Tonnika Haynes [01:10:08]: It's not the, the drop off situation. I dropped it off the night before the airport. There was not what I felt was a secure location for me to leave my vehicle. Nick Yannessa [01:10:17]: Okay. Tonnika Haynes [01:10:17]: I had the gates were locked, which makes. Makes sense. It got the gates to the parking lot. I had to park my car on the side of the road to leave it and walk to the door for the Dropbox. We're talking about processes and steps. So for me, being a young lady dropping my car off at night, it wasn't a big, well lit secure location, in my opinion. Nick Yannessa [01:10:37]: I got that. Chi Wong [01:10:38]: Yeah. Tonnika Haynes [01:10:38]: So I pointed that out and I'm just sitting there and the service advisor, when I picked up the car, he's looking at me like, who the hell are you? Like, dude, this is, this was a terrible experience. Nick Yannessa [01:10:47]: It is, it is funny. Like the Lexus that you're talking about with the special diff fluid. There's a couple caveats. That is. So that was one of my dad's customers from years ago. And then she drifted off and ended up at the dealer and then she ended up coming back and then there was again so much mismaintenance because I'm combing through because I'll look on all data or whatever we have and like ask, hey, your car has X amount of miles. Has this been done? Has this been done? Trying to get it caught up, even if it is a little behind. And it is nice to use the carfax to see what's been done. Nick Yannessa [01:11:17]: So I don't want to sell you anything that's already been done. And then for my regulars, it's nice to see if you're cheating on me because, oh, you were the you were the last one to work on it. Oh, no, no you weren't. Tonnika Haynes [01:11:26]: You had it somewhere. Nick Yannessa [01:11:28]: I, I, your, your car was not in on April 11, 2024. It was somewhere. It was not here. It was somewhere, you know, I had Tonnika Haynes [01:11:34]: to go real quick because I tried to come. Oh, you know, don't play. Nick Yannessa [01:11:37]: Oh, but, but now you told me now I was the last one to work on it now. Tonnika Haynes [01:11:41]: Exactly. Nick Yannessa [01:11:42]: So it's funny like that Lexus, she was going to the dealer and she knows which one it's at near your friend Jimmy's house. And it's a high end, beautiful dealership. So much of this easy maintenance was missed and I'm like. So I get. Sometimes it's like the dealer techs want to cherry pick the easy stuff, you know, like chi, Mr. Glorified Lube Tech over here, as he likes to call himself. But why wouldn't you pick the glorified lube tech stuff like changing the diff fluid and changing this and changing that. Because it's easy. Nick Yannessa [01:12:10]: Spark plugs on those are a pain. Maybe you don't want to get into that that day because that's a five hour job. I understand that maybe why that got skipped that day. But you didn't want to do a quick drop some diff fluid and keep it pushing. And it is funny what on top of that is. I was trying to sell the job on the diff fluid. My, my guy tells me it's special fluid and then when I look it up, that's funny is so I look it up. We had it on the shelf. Nick Yannessa [01:12:34]: I said, hey, we had it here. What's so special about it? Well, he didn't like that because how dare you question the almighty. Because my dad had him on a pedestal. You know what I mean? Like how we're like certain ones like Hondas. I have dual pump fluid for like my CRV and stuff. I gotta have that. I have a, I bought a case of it because he told me to and I end up selling it just because I had it. It was easy, you know. Nick Yannessa [01:12:58]: So it is funny where that all those little details kind of intersect where Alexis dealer wasn't doing maintenance and it could have. And the independent guy caught all the maintenance. Like how is that, you know there Tonnika Haynes [01:13:11]: is just like she said earlier when you were at the Honda shop, you were only working on Hondas, right? So you think you know everything about, you know everything about a Honda, but then you start working on different cars and you expand your knowledge. Technicians, some of them just don't want to do it. Like you said, you don't want to, you won't, don't want the five hour spark plugs. But I don't understand what the mindset is, oh, I don't want to do that. I don't want to do this and I don't want to do the dvi. I would rather, if I were a technician or if I were Chi working by myself in the shop, I would rather have two cars that day with six, seven hours on each car. So you rather rack 10 cars and just do an oil change, a glorified oil change, and not just get the gravy and not get stuff done? I, I don't understand that mentality. I, I do sometimes with the dvi, when shops are not paying the technician for the DVI process, that's a different monster. Tonnika Haynes [01:14:03]: But if I'm paying you for the DVI and giving you the opportunity to make yourself, make yourself an easier day by racking one car or two cars versus six to eight, why are you not buying in? Nick Yannessa [01:14:17]: And I would notice that with some of my stuff that I did and with Chi helping me, I would, I would, I would be running around with a chicken with my head cut off. And then I look at my settlement sheet. How much money did we take in a day? I worked, I worked a lot for that. And then other days I'd see it, it'd be a couple thousand dollars. And I'm like, I didn't do nothing today. I was sitting around like, not really, but you know what I mean? Like, it was, I was working a lot less, making a lot more and on. Tonnika Haynes [01:14:41]: When you slow it down. Yep. When you slow down that car count and you can dig into those vehicles properly, not going out there scamming anybody, not making up stuff. But if you can properly look at that vehicle and do the maintenance, not quick lube crap. Because I was doing the same thing when dad retired and I just had a service department. There was no more body shop. And I'm running around and my car count is high, but my aro was so low is laughable. But now I know the car count is lower, much lower. Tonnika Haynes [01:15:08]: And from last year to this year, my car count has dropped another 20%. But my ARO is customer service. Nick Yannessa [01:15:17]: So dad started as a body shop and then you got it. Tonnika Haynes [01:15:19]: Yeah, we started as a body shop in 1980, started as a body shop, moved to the second location, I believe. I want to say the first shop may have been 2500 or 2000 square feet. Forgive me if I'm wrong, but it was a pretty small shop. Three bays in the office and one bay was a makeshift paint booth. And then when we moved, our service department was built to play that insurance company game. Because you know that game, Nick. Nick Yannessa [01:15:48]: Of course. Tonnika Haynes [01:15:49]: Exactly. You can sublet a steering gear and they can charge whatever they're going to charge and they'll. You can mark it up, but if you keep it in house, you're only getting 42. I mean, I think when I we left it was 42 an hour. A lot of people don't know how small the margins are in the collision industry. And then you have to play that whole game with insurance companies. So we built two separate buildings, one for service and we different tax ID number, different name, even though it was ours. So we can sublect the work to ourselves. Tonnika Haynes [01:16:20]: So when he retired, he rented out the body shop and left me with the service department. But that wasn't my, that wasn't my thing. I'm a body shop girl all day. I've been doing it my whole life. We just use the service department just to supplement stuff for the insurance companies. Basically we're doing oil changes in state inspection. I think my aro when I began, I have to look this up so I can make sure this number is correct. But it was right, maybe 120. Nick Yannessa [01:16:46]: And you didn't want to continue in the body shop business. You wanted to do service. Tonnika Haynes [01:16:49]: All that I did until I really start learning the service side. The margins are different. There's more control there. I don't have to negotiate with terrorists. The insurance companies. Nick Yannessa [01:17:01]: Legalized mafia we call it. Tonnika Haynes [01:17:03]: Yeah. When the insurance companies come, when you have an accident, you have a customer that has an accident. It happens just like that. They are on a hundred. Maybe somebody got hurt feelings. Hurts, egos, bruised. Insurance companies lying to them. You gotta sit there and negotiate with insurance companies. Tonnika Haynes [01:17:17]: That crap is stressful. And I did not know how stressful it was until I stopped doing it. Nick Yannessa [01:17:22]: Yes. Tonnika Haynes [01:17:23]: And then I saw the light in the ASOC group. Meeting people and understanding. Oh, wait a minute. You mean I can make a whole lot of money over here? Much more than over there. Because over there I felt like she was saying, I felt like I was recycling money. You can only market parts 20, 25% if they let you. They controlled everything. Almost. Nick Yannessa [01:17:42]: Our body shop was busy, so I know what you're saying. Tonnika Haynes [01:17:44]: And it was very busy, but not very profitable. Nick Yannessa [01:17:47]: And I figured out too, like I had to figure out too, like, oh, this dealership offers 5% better on Nissan parts. So I'm buying it from there. So you have eight different. Or I'm sorry, you have 20 different vendors because you're trying to get the best deal from everybody. Where on the service side you can have a couple parts vendors, couple tire vendors. Tonnika Haynes [01:18:05]: Boom, boom. Nick Yannessa [01:18:05]: Keep it pushing. Tonnika Haynes [01:18:06]: Your markup is your markup. Your price is your price. There's no. I don't even do warranty work, dude. Nick Yannessa [01:18:11]: And it's. Oh, really? Tonnika Haynes [01:18:12]: So I don't, I don't deal with warranty companies because I cannot deal with the process. But I, I may start doing it because I can let my service advisors do that. But as for me. Nick Yannessa [01:18:21]: No, I do it. I do it and I let, I explain to people on the, on with the warranty side, which is what people are starting to do on the collision side now. So when you have car shield, ice T sell any of that beautiful warranty. Yeah, right. Tonnika Haynes [01:18:33]: You know good and damn well IC is not using no car shield on his car. Well, no, better. Nick Yannessa [01:18:39]: So it's. I remember like one of the last ones I did, it was an alternator job. Like $800 alternator job. They end up paying $236. Now I'm, I'm very clear with people. Whatever the warranty pays, they pay. My price is my price. Tonnika Haynes [01:18:55]: Right. Nick Yannessa [01:18:55]: I said, and it's always funny, Nick, they cover everything. I'm sure they do. Tonnika Haynes [01:18:59]: You know, everything. Nick Yannessa [01:19:01]: They don't cover everything. At least there are a few that have surprised me though. I charge a higher labor rate for my fleet work and my warranty work is a higher labor rate. And because I have a couple of fleet accounts like Enterprise and you know, all them through that and I, I have to get my price, so got to make it up somewhere. So it's a higher labor rate. And that, that covers for my time on the phone and they, they pay for it. You know, if that's, that's. And I tell people, respectfully, if you don't like that process, then I don't want to do your warranty claim. Tonnika Haynes [01:19:31]: Yeah. And I had a customer and I said, I will help you with your warranty claim. I said, but you have to initiate the call. Because I knew how long he was going to be on the phone. He was sitting in his car. He came back in, he said, I know why you do not do this. I was like, okay, because I gave him all the information. I gave him all. Tonnika Haynes [01:19:48]: I say, they're going to ask you these questions. When they're ready to talk, you come back in, but you sit on the line with him for 30 minutes. And he came, he said, there's no way that you should have to go through this. I was like, and I don't. Nick Yannessa [01:19:59]: So on the body shop side, if I would do a body shop again, I would do it kind of what you were saying, just a body shop. Just collision work, no restoration work, no rust work. We're doing just insurance work. And honestly, Chi would be good at the body shop because it's process. Every step counts, every percentage counts. I know he would if I, if I let him dig into some insurance. Hey, you got to call Geico, let him have it. He, you know, he would actually probably be very good at it because there is ways to make money. Nick Yannessa [01:20:26]: It's just, it is a harder buck and it is. Every, every move is scrutinized and if you repainted something, you lost money. Like every process has to be perfect Tonnika Haynes [01:20:38]: and you've got to document every single thing and you have to. And I was really, I was really good at it. But I did, I missed it because when dad decided to rent it out, I was really angry with him. I was mad because that was my shit. Because I could write an estimate, you can come in and audit me. And I would look at the auditor like, yeah, you're looking for that money because you know their job is to come in in 5, 1, 5, 10, $15. Because if you've got 15 million claims that year and they can sell, save a dollar each claim, they've, they've done their job, but they couldn't find anything on your sister. Man, I was so good at it. Tonnika Haynes [01:21:13]: I love that part. I really did love building an estimate. But after I found out how easy it was on the other side of the mountain, I'm going back over there. You can have it. Nick Yannessa [01:21:24]: And that's kind of what this place I want to do. Like, I like classic cars, but that's a hobby. And if you want to do classic cars, you should have a classic car shop. Tonnika Haynes [01:21:31]: Yeah. Nick Yannessa [01:21:32]: And just do that. So, and then like the accessories I like to do just tanu covers. Easy stuff because it's bold on stuff. If you want a, if you want a Borla exhaust on your F150, I'll do it. If they make a kit for it because it's a bolt on deal. It's just, it'd be no different than replacing a walker that she likes to install so much. You know what I mean? In my eyes, like, you know, he loves walker, but he wears the walker Shirt all the time. You know, he'll wear this Walker shirt a lot, but that doesn't like the brand. Chi Wong [01:22:04]: It was free. What do you want me to do? Nick Yannessa [01:22:05]: It's free. Exactly. Tonnika Haynes [01:22:06]: See, how far apart are you guys? As far as distance, like your shops? Nick Yannessa [01:22:12]: About 45 minutes to an hour, depending on traffic. Tonnika Haynes [01:22:14]: You guys ever think you'll do something together? Chi Wong [01:22:17]: Ah, doubt it. Nick Yannessa [01:22:19]: Doubt that. Chi Wong [01:22:19]: Yeah, you'll see the friendship. I'll probably smack his head every day. Nick Yannessa [01:22:25]: Oh, it would. Okay. That's why I said earlier, either it would go beautiful and amazing or it'd be a disaster. Tonnika Haynes [01:22:30]: A beautiful disaster. Chi Wong [01:22:31]: Well, we actually have different skill sets. Like. Like, you know, I feel like I'm more in operations, meaning I'm more behind the scenes where he could be up front. Nick Yannessa [01:22:42]: So I would be the head. What do they call the leader of the circus? Conductor. Tonnika Haynes [01:22:48]: What is the leader of the circus? Nick Yannessa [01:22:49]: Yeah, I'm that guy. Tonnika Haynes [01:22:51]: You'd be Bottom and Bailey. Nick Yannessa [01:22:54]: Barnum and Bailey. And he's in the background. But no, to your point, though, we would do really well because I would deal with the people and he'd be plotting and figuring stuff out and doing this and doing that where, like, he doesn't have to talk to the people or like, even if it was writing up the estimate, yo, Nick, I wrote this Honda CRV up. Go sell it. And here he'd be happy because I could sell it. I know it's right because I trust him and I can stand behind it and he don't have to deal with the people. Tonnika Haynes [01:23:20]: I think you should open the shop together. Nick Yannessa [01:23:24]: Circus. We're gonna call it Circus Circus. Chi Wong [01:23:26]: Yeah, There is a. Tonnika Haynes [01:23:28]: A Swedish shop up here. They do the sobs and all this stuff and they call it. It's called Flying Circus. Nick Yannessa [01:23:33]: See? Tonnika Haynes [01:23:33]: So, hey, you can sell. You can sell Chinese. Nick Yannessa [01:23:39]: A Chinese themed circus. Tonnika Haynes [01:23:41]: Chinese steam circus that sells cheesesteaks. Chi Wong [01:23:46]: You gotta know where your strength is, you know? Like, I'm not gonna tell people. Like, I'm the best salesman. I'm the best mechanic. I'll tell people. I'm not no a tech. I'm dead serious. I'm not an A tech. I always tell people that I make. Chi Wong [01:23:58]: Like, I'm very good with the imports. Like, you know, the jab cars. You come to a Chevy and I'm looking like, say that. Tonnika Haynes [01:24:05]: Just like. You can't say that. You can't say that. You want to get canceled. You know how many times my employees like, Mr. Nikki? You can't say that. I can say what the hell I want. Chi Wong [01:24:13]: But anyway, no, no, but you, you, you, you, you know, you just gotta be real with yourself, you know, I'm never gonna be six foot, you know, that's the truth. You know, you know, I'll never be black. That's the truth. Tonnika Haynes [01:24:25]: We'll give you a pass. So I'll let you come to the cookout. Chi Wong [01:24:28]: Oh, yeah, no, no, but, but the thing is, like, you gotta know where your strength is, you know? And you know, when, when you have a big operation, you feel that lack of strength with somebody that has a strength, you know, which right now, you know, for me, like, I'm not good at sales. I'm not good at sales at all. You know, I'm horrible. But, you know, am I a good tech? Yeah, I think I'm a good tech. But, you know, I'm not like the guy with the picoscope and all that, you know, like, like Brandon Steckler, you know, I went to his class one time and my mind was blown. I'm like, jesus Christ. Then I come to find out he's from the area and he knows the same people I do. Okay, cool, dude. Tonnika Haynes [01:25:05]: Yeah, but you guys going to tools? Nick Yannessa [01:25:09]: I'm not going to tools. Chi Wong [01:25:11]: No, I doubt it. Nick Yannessa [01:25:12]: My pockets are light this year. I don't have cheap money this year, you know. Tonnika Haynes [01:25:15]: Yeah, you got chi money. I heard she got all the money. Nick Yannessa [01:25:18]: I know he does. Chi Wong [01:25:19]: He's pulled. Nick Yannessa [01:25:20]: Yeah, he does. P O H, I'm PO right now. Chi Wong [01:25:23]: That's what we say. But, but, you know, I just feel like, you know, a lot of guys, you know, like, hey, understand where your strength is. You know, this is how I put it. You could always improve, right? Like I tell Nick, you know, I could improve myself with some training, you know, or like, you know, when guys say, oh, I can't, isn't that I'm like, okay, well, do you ever play like Madden or something where, you know, the player starts out drafted at 65, right? Yeah. And you know, over the years, that guy improved or even in real life, you know, is he ever going to be the star player? Probably not. But can a guy get to 75, 80, maybe, right? And I need to be. Yeah, but it's the same with us, you know, where, you know, I have been trying to improve my sales, you know, like, if you talk to me like when I first started a business, right, you will walk into my door, right? My shop door, and I'll look at you and be like, how can I help you? Like, you know, I thought that was the proper way. Now, over Time, actually, I watch a YouTube video completely non relate to automotive. Chi Wong [01:26:26]: And it's just if someone walks into the door, just say, hi, how you doing? The whole tone just, just changed. You know, it was like something that simple. But, you know, that's what I improved on over the years. Like when somebody walks in, hey, how you doing? You know, are. Instead of how can I help you? Tonnika Haynes [01:26:47]: Approach, how can you help me? Yeah, that does kind of sound harsh, but I really appreciate you've said several times how you go and seek information to be better, even if it's outside of the automotive industry. Chi Wong [01:27:01]: Well, you have to understand, right, what I tell people, right? Yeah. I even tell my son, you know, he's 14. Everything's out there now. It's either you're going to do it. I'm like, you know, back in our dinosaur age, you know, we had to go to the library, we had to go to classes. But like, my mom brought that up to me, right? But these daily skills that I'm talking about, like, it's like if you like, you know, like I tell my son, we, we get used to habits. So as he talks now, you know, he always says, thank you, appreciate it. But, you know, that's something that I implemented for him. Chi Wong [01:27:33]: I'm like, hey, you know, if you talk this way, people will like it a lot more. You know, instead of like, thanks, you know, and you know, let me, let me just real quick. So like, like me, even for me, I implement. Whereas when I call a vendor, let's say a dealer or whatever, I'm like, okay, hey, can we see that tomorrow? Thanks, man. Really appreciate it. They were like, you know, they got that warm fuzzy feeling. I mean, that guy didn't tell nothing else different, you know, instead of Nick's going to like, thanks Tonnika Haynes [01:28:05]: at all day. I truly believe in what you said. The convenience store that just opened up the street, I made sure I called them by their name on their tag. And he said the other day, he's like, Mr. Nick. He didn't call me. He's like, you call my name every single time. It's like. Tonnika Haynes [01:28:21]: Because I'm pretty sure people don't even make eye contact with you all day. Nick Yannessa [01:28:24]: Bucky's? Tonnika Haynes [01:28:26]: No, we don't have a Bucky's up here getting like one that's like an hour away, people. Buc ee's is not all of that. It's like a one up. No, it's not. Nick Yannessa [01:28:35]: It is. It is funny when you say that. Tonnika Haynes [01:28:36]: The only thing good about Bucky's is A good clean bathroom. Nick Yannessa [01:28:39]: I was talking to a parts vendor or whatever and he did. And it was something that he didn't have or there was a mistake or a miscommunication. I said, I understand, no problem, you know, And I was, I was, you know, got my point across and it was cool. And he, and he says to his, I guess his co worker, why can't everybody be like that? Like, he, it wasn't my fault. Tonnika Haynes [01:28:57]: He, he. Nick Yannessa [01:28:57]: And I heard him say, like, I, I know he's mad. We messed up. Like, he didn't hang up the phone and I kind of heard, wanted to listen, we messed up. But he didn't yell at me. But he got his point across that we need to fix or fix our problem. Like some. I kind of caught that process so Tonnika Haynes [01:29:11]: this doesn't happen again. But I appreciate your efforts so far. Thank you. Nick Yannessa [01:29:15]: Yeah, exactly. You know, as far as that goes. But even, but even dealing with people. So my shop where, where my town is at, it's called Pottstown. It's very diverse. I mean, we have, we have old people, black people, white people, Spanish, Italian, whatever. So you have to, you have to blend a little bit for your different process. Like if, if my buddy comes in, Chi. Nick Yannessa [01:29:34]: Yo, man, what, what's up? What's going on, dude? But then if, if your father comes in, hey, Mr. Brown, how you doing today, sir? Like, I'm not going to walk into your father and be like, yo, what up, dude? He's gonna be like, what kind of man? What kind of man is this? Where, like, he's an older man. So it's gonna be, hey, Mr. Brown, how you doing today, sir? How can I help you? What's going on? What's the problem? He's, you know. Well, no. Yes, sir, no problem. And he's going to resonate with that more differently if I did that. The chi, he's going to go, this guy's fake me like that. Nick Yannessa [01:30:01]: Yeah, like, come on, we're the same age, dude. What? Tonnika Haynes [01:30:04]: Exactly. Nick Yannessa [01:30:05]: So you kind of, so you kind of have to also blend to where your people are at and then meet. And old people, old people want that relationship. Older people where, like the younger Gen Z's I have, I can text them lockbox and put them in the key. They don't want to talk to me. Tonnika Haynes [01:30:23]: No words. That's too many words, ma'. Chi Wong [01:30:24]: Am. Tonnika Haynes [01:30:24]: But the other people, they want to show you a picture of the granddaughter. And I am so excited when it's happening. How's the dog? How did the vet Visit go that you had last time you were here. Because everybody wants to be known. Was it seen? Nick Yannessa [01:30:36]: Known in love and even in the repair business, it. So in the body business, it's easy to show you that Mercedes was busted up to me good. Like, look at it now. It's fixed. It's pretty. Tonnika Haynes [01:30:45]: Yeah. Nick Yannessa [01:30:45]: You get your car back and we change some fluids and put some brakes on. What did you get? Tonnika Haynes [01:30:50]: Right? Chi Wong [01:30:51]: No, no. So the one thing I want to bring up, right, it's like a lot of times, right, people say, oh, we got to compete with the dealer, you know, with equipment, right? As simple as, you know, being more personal doesn't cost us a single dime, you know. You know, it's like, it's like, you know, it's that personal relationship your shop could look like. But if you're a really cool dude, like, I actually want to tell you guys a quick story. So some odd years ago, we went to this comic book store. It was nice and clean. Went in there, me, my son, my brother in law, nobody even greeted us. They were there, they saw us walk in. Chi Wong [01:31:31]: I think I ended up buying a book or something. Did not really, you know, it got that vague, like thank you, you know, like I don't give a. You know. All right, fine. We went to another one nearby, right? The place looked run down as hell, right? You walk in there, hey guys, how you guys doing? You know, this and that. You know what? They were open for seven years. We were in there damn near weekly, right? It just like the place. I mean like over time it got a little nicer. Chi Wong [01:31:59]: But you know, it's. The fact is like, well, we were treated nicely here, you know, so I'm gonna spend my money here. The other place is nice, but dude, you can't even say hello. Tonnika Haynes [01:32:09]: Yeah, right. Nick Yannessa [01:32:10]: And that's the thing with our, that's the thing with our shops though. That's the shop. Like do. What do you do differently? You have tech metric, you sell Nokia tires, you offer this type of oil, you know, Chi does this, Nick does this. We nobody. I don't think anybody has a secret sauce. None. I don't think the three of us have any personal. Nick Yannessa [01:32:27]: The only personal advantage will be we have a building that's unique and, and us were unique and the people that are unique. But you could, we could all sell the same tires, offer the same oil, have the same hunter alignment, rack. What makes us different? Tonnika Haynes [01:32:39]: What makes you stand out? Nick Yannessa [01:32:41]: Because this, this business is not like where it's a certain recipe like you go to McDonald's for a big Mac because it's a specific taste. There's no proprietary information in this business. I mean, so what makes it stand out? Tonnika Haynes [01:32:54]: I think all shop owners should ask themselves, whoever's listening right now, whether you have a shop or. Actually I have come to learn that other people other than shop owners are listening to the podcast. So that's exciting. Well, that's, whatever business you're in right now, whatever. If you're self employed, you're, you know, you work with somebody else. What makes you different? What makes you stand out? That is going to be, that's going to be the difference in you making a sale or not. What is, what is your, what is your thing? What makes people come back to see you? For me, I think about my favorite dive bar that I go to up the street. That place, it was run down. Tonnika Haynes [01:33:30]: I mean, it, the bathrooms, you might, you need to have some good glutes and some good thighs to be able to balance yourself to take, you know, to go to the bathroom as a woman. Like, if the bathroom is dirty, it's, it's not filthy, but it's just like questionable. Like, whoa, don't touch nothing. You. I walk in that door right now, if I go in there, I'm gonna go there after my next pot. Go in there as soon as I walk in. Hey, girl, what you want? You're here for your Tito's and pineapple? Yes, I am. What are you eating today? You eating wings? Are you eating the shrimps? I'm eating all of them. Tonnika Haynes [01:34:00]: The wings and the shrimp is give them all like you walk in and they make you feel like you're the only person in that bar. And it is a, it's a, a motley crew of people in there. There's some weirdos in there. And I feel like the rest of the weirdos so loved. Hey, girl, where the boys? Just stuff like that. Where are the boys? Where are you traveling to next? This, that and whatever. I'm like, I feel so special up in this little raggedy bar. And that's why, that's why I go back. Tonnika Haynes [01:34:25]: And if they messed up my order today, you know what I'll say, girl, this is not the sauce I wanted for these wings. I'm gonna eat it anyway because I'm not going to waste your money because I appreciate you that much. So if they make a mistake, I am not going to throw them under the bus. Just like you said, you're gonna. The parts guy made a mistake. Thank you so much. That's not What I ordered, but I don't want to throw it away for any food. I don't want to waste your money. Tonnika Haynes [01:34:48]: I appreciate you. I will go back again. But think about if your everyday shop and you're doing everything like everybody else and there's nothing that makes you stand out. And you made one mistake with that client. Why would they come back to you? They don't know you. You don't ask them about the kids. And I know people want to think this is stupid. You, they, they don't know your name, they don't know your kid's name, they don't know the technicians in the back. Tonnika Haynes [01:35:12]: They have no loyalty to me. Loyalty to you? You make. You messed up their car. You fixed it. Yeah, you apologize. But why are they coming back? They're going to come back to me because they respect me. They love me, they know me and they want to support my business. So you have to make yourself stand out. Tonnika Haynes [01:35:29]: You have to know that I'm doing the best job I possibly can for you. Your customer is going to have to believe that. And if they don't, they just think you're another dealership or another independent shop, then there's no need for them to come back. So you got to make people want to keep coming back. And that's my rant. Chi Wong [01:35:46]: Yes, absolutely. Like, you know, I've got, I have people coming from all across the city. Tonnika Haynes [01:35:51]: Yeah. Chi Wong [01:35:51]: So like, you know, for multiple reasons. Well, some people come to me, I, they say, well, I don't want to wait six hours at Peppers. Well, a lot of them, let's say they come, something as simple as a state inspection, they end up staying for three hours because we're just shooting a crap, you know, about different things in life and, you know, it happens more than you think. I'm talking about. Like, you know, there's a lot of shops in Philly. I mean, like within my five mile race, not as even five, even one mile, you could, you know, it's probably more shops than fingers. Nick Yannessa [01:36:27]: I saw that when you were, when we were doing the Google stuff together, I was like, man, I can't believe how many there are. Chi Wong [01:36:34]: You know, a lot of the owners, like, like, okay, like on Friday I had, I wanted to blow my. Bang my head against the wall. Anyway, I had to go to an exhaust shop and I go there, you know, the guy was okay, he's cool, he helped me out. But literally there was nothing but shops there. Like the whole complex was shops. Not once did a guy even greeted me or anything. You Know, not, not that, not that I needed to, but it was just like, you know, they see how I'm addressed, they know what I do. But is it like, you know, hey, bro, you know, how's business? But like, it's just like, you know, but as a customer, you know, like, this is how it's right. Chi Wong [01:37:11]: When you walk into a shop that you don't know them, you're uncomfortable already and, you know, bring them a little bit of comfort, you know, that's what I try to do. Like, sometimes, let's say Nick walks into my shop, he's wearing an eagle shirt. I'm like, oh, you watched a game last night. You know, like, you gotta break the ice somehow. And if you're comfortable or like, you know, it could be anything, or you see them wearing an anime shirt, you know, like, you don't have to have to know the subject 100%, but, you know, somewhat pick on something, you know, see, you know, or like, if you see the area code they call them from. Oh, where you're from, you know. Tonnika Haynes [01:37:48]: Right. Find a way to connect. Chi Wong [01:37:50]: Right? Find a way to connect. Or let's say, like, someone Texas. Oh, hey, my brother lives in Texas. This and that. Or like, like, you know, sometimes you could tell what these people do. You could tell somebody is in healthcare. You could just tell from the way they look. Something about it. Tonnika Haynes [01:38:05]: Yeah. Chi Wong [01:38:05]: You know, oh, hey, what do you do? You know, And I feel like, you know, the whole industry is just so focused on KPI. Aro. Yeah. The ARO today for that customer might not look great, but it's a way for them to test you now, you know, what's the lifetime error gonna be? You know, and this is how I look at it, right? Especially for young, for younger people, right? I'm like, all right, you know, I started dealing with you, and it actually has happened. I started dealing with you when you're 25, now you're 40, now you have kids, now you have a wife. So I'm getting a second car. When your kids grow up, I'm gonna get a third and fourth, you know, and, you know, if their kids grow up, if they're still in the area, maybe I get a fifth, you know, but that's, that's how I look at it. It's not like, you know, you know, it's like I, I, I always look a little long term compared to short term. Chi Wong [01:39:03]: That's me personally. Nothing against the guys that do the short term, but, like, I recently had a girl actually, like, she doesn't Come to me like that. But, you know, she's like calling me. So, you know, I went to Midas, get a oil change done, and they told me, any control arms, I'm like, send me a picture, you know, because they do DVI and I don't. I don't even do DVIs. Not. Not at all. I tell people straight up. Chi Wong [01:39:26]: I'm like, I'm not going to tell you the. That you don't need, but that's me personally, you know, but, you know, I looked at the control arms. I'm like, you don't need control arms. And, you know, I think it was like a lipo moment for her. And then recent last week, I had a Prius. It was the same thing. It was all neither control arms by mine. I'm like, everything there needs control arms. Nick Yannessa [01:39:50]: And I had a discount where if you'd sold so many, you got some money back. Chi Wong [01:39:54]: I don't know. Seriously. Anyway, it's just like, you know, I. I feel like, you know, we need to focus a little bit more on building a little more trust with our consumers. And I think it goes a long way because, you know, that there have been customers that I started out then, you know, they're a little wary of every time they deal with a new mechanic. And over time, they are approving the 1500 $2000 bills. Like. Like, it's nothing. Tonnika Haynes [01:40:20]: You've built the trust. You've built the trust with them. So. Chi Wong [01:40:23]: Yeah, without a single DVI. Nick Yannessa [01:40:27]: Yeah, I never use DVIs either. Tonnika Haynes [01:40:31]: I do. It works for me because the. My community, everybody does DVIs. If I don't do them, they're like, well, why you not showing myself? Chi Wong [01:40:37]: No, no, it works. Tonnika Haynes [01:40:38]: As far as. For me. It works for me. Nick Yannessa [01:40:40]: I. I would. I would like to do it in the future. I would like to do them in the future, though. Chi Wong [01:40:44]: So, you know, it does work. I used to do it, but, you know, as I had to, like I said, I re. I was going in with so much debt, right? I. I had to scale back to basics. Like, I tell people, the Chia Auto repair from back then, even though it's the same exact name, it's. I. I treat it as a new entity. That's how I treated it. Chi Wong [01:41:05]: Because I. So I had the bootstrap, you know. You know, even though I had all the equipment, everything, I had the bootstrap. Like, you know, like, when people talk about Tech Metric, I even picture Nick. I'm like, nick, you started from zero. What the hell you need TechMetric for? You know, I'm like, I'm using VFP Shop Management, 65 bucks a month for the past five years. It's writing me invoices just fine. Tonnika Haynes [01:41:27]: It's working for you. Yeah, right. Chi Wong [01:41:28]: But I'm saying, like, now, if you see the need that you really need to. Need to go to Step Metric, different story. But like I was telling Nick recently, I'm like, bro, you haven't made a dollar yet. You can't go spending dollars that you don't have. Tonnika Haynes [01:41:42]: You don't know how much money Nick got. Chi Wong [01:41:44]: I know, I know, but I'm just saying, like. Like, makes sense. Tonnika Haynes [01:41:48]: Yeah. Don't. Don't get too big for your britches. Don't go in there trying to impress other people. But also, you have to spend money to make money. Nick Yannessa [01:41:55]: But to your point, I'm going around looking for free desks, free filing cabinets, like, because the back office doesn't matter. The front office, they left the desk there. That's pretty. You got to make them. You got to spend money on the front office, because that's your presentation. But my back office, I got free desk, free filing cabinets, free. This Chi gave me some free stuff to help out with, you know? And then to your point, certain things, it's like, all right, I need a. I can get a used headlight aimer because, you know, for inspection, I don't need that. Nick Yannessa [01:42:22]: But then I don't want to get a Temu tire machine. Like, you know what I mean? So there is that. Where. Where do I spend my money at? Where instead of maybe a you, a new John Bean, I'd rather have a used hunter, because a hunter's better. You know what I mean? Stuff. So those are. So there's those things where we're kind of looking at, where do I save money, you know, like the laptop I'm using right now, I'm going to bring that to the shop. That's going to be my back office laptop so I can buy a new computer. Nick Yannessa [01:42:47]: So there are things like that. My wife had a printer here at home that she didn't use. I brought that to the shop. That's the back office printer. So. So there is those things where it's like, how can we bootstrap this and do this affordably? Because you're right. There's only so much to spend, you know, I don't have Chi money. Tonnika Haynes [01:43:04]: Chi money, Che money. Che money. Nick Yannessa [01:43:07]: It's something else. Let me tell you. Tonnika Haynes [01:43:09]: He's got it. Nick Yannessa [01:43:10]: He acts like he don't have it, but, like, you want to See, that bed would be a lot lower on the ground if he didn't have the money underneath it. Bella knew. That's mattress money, man. It's different. Tonnika Haynes [01:43:22]: You know, that mattress money. Nick Yannessa [01:43:24]: No, he's got his first dollars. Chi Wong [01:43:26]: No, no, no. So, so this is really getting it wrong, right? This is what I always tell people, right? You know, money is one thing, but your health, that's a whole nother. There's a whole nother story. So as long as you're healthy, like, you know, I came to peace with it because when I ran the bigger operation, I was under so much stress. I mean, daily tonic, you know, what I'll do while, you know, I was so much stress, you know, you see your bank account money is evaporating that I literally think I was gonna have heart attack one day. So, you know, hence, like, I'm very hesitant to grow because, you know, it's not just the money concern. Money comes and goes. It's the health concerns I have as well. Chi Wong [01:44:06]: Because you're going to be under a lot of stress again, maybe I'll manage it differently, but I have to be very careful with it, you know, because, you know, I'm older than what I was already. So, you know, it's like it's a double edged sword. Do you stay stagnant, you know, grow a little bit or do you go all out and then, you know, I missed out on a lot of things with my kids as well, you know, so it's a double edged sword, you know, now it's very hard to balance. But, you know, as I have, I talked to a lot of old people and I will always get the same answer. The regret is that they work too much, you know, so, you know, there's a reason why they're telling me this, you know, same reason why I tell people, hey, you know, Nick knows I talk a lot about investing, you know, about generational wealth, you know, how to build it. Because even, even though I don't have it, but you know, numbers, if the numbers are right. But you know, like, like I will tell Nick these things, like about generational wealth, how to build for your kids, you know, but I'm like, where do your kids become wealthy or not? It doesn't matter to me, you know, my life versus wealthy, right? Nick Yannessa [01:45:16]: It is funny. Tonnika Haynes [01:45:17]: Are they going to come to show up for Christmas? Are they coming to Thanksgiving dinner? Are they going to talk to you again? Nick Yannessa [01:45:22]: It's funny you say that, even with like the wealth stuff. So I'm renting an apartment, right? But I had to have a 2017 Cadillac CT6, three years old for five, five something a month, right? But I'm living in an apartment, but I had to have a Cadillac, you know what I mean? So then I bought my house. Now my house was the one, the worst house on the block thing. It needed work. It was terrible. I could talk about my house and how terrible it was, but you know, it's a lot better than it was now. But no, but it was great though. Because of our housing market. Nick Yannessa [01:45:48]: I was able to put the sweat equity and make it nice. Well around this time I was like, I gotta cut expenses. This was 2022 where car market was still high. There's this place around here called auto lenders. They bought my car, basically. They met me at the shop, they gave me a check and it worked out that I had that car like two years or so and it cost me 250amonth to have that car. That's what it cost me. And I ended up doing oil changes, tires because my wife hit a pothole and I had to replace all four because it's all wheel drive. Nick Yannessa [01:46:15]: But I really didn't put much into it. Like whatever. The issue was why I didn't like Cadillacs was the front wheel drive unit went bad, broke the drive shaft. It was during COVID Now I had the. It was GM certified. They didn't want to give me a loaner at first. I had to fight for that. I was in a loaner for two months because they couldn't get parts for the CT6. Nick Yannessa [01:46:35]: They ended up putting a used one in and I said I was fine with it as long as I guaranteed it. And. And then it had the GM transmission shutter and then my warranty was going out. So I was like, I just had to get rid of it. Like it was, it was just a bad situation. I was worried about future repairs, the cost. I had to cut expenses. So I got this O3 CRV for free. Nick Yannessa [01:46:56]: Free. G likes free. He loves that word. And I was like, you know, I'm going to fix it up, I'll drive it now I might have 2500 over the. I've had it. I'm going on year four. August will be four years. I said two years, but God willing it's going to four and I don't have a payment now. Nick Yannessa [01:47:12]: I went from a 17 Cadillac CT6, the premium one with the heated seats, the cooled seats. It was a Cadillac, it was black, it was beautiful. To a POS Honda crv. And you know what? I'M happy. It does not bother me. Tonnika Haynes [01:47:26]: Right. Nick Yannessa [01:47:26]: I have a. I have one of those Bluetooth things so I can listen to my phone. I don't even have CarPlay in it cheap. Tonnika Haynes [01:47:36]: I explained this I would do it but yeah, I've been there, done that. People talk about my truck and it's like nobody say anything about my 2002 camera. Smokisha, Chi Wong [01:47:46]: that's. Nick Yannessa [01:47:46]: I like the name. Tonnika Haynes [01:47:47]: Yeah. Start up in the morning Nick Yannessa [01:47:51]: and then my wife. I bought a 08 Honda Accord from Chi and one of his customers, they. I think they put a Cloyes timing chain in it and it messed up. So he rebuilt the engine. It has 140 some thousand miles. I had to put some money into it, of course. Yeah, but that's what it is. We got two cars with no payments now. Nick Yannessa [01:48:07]: Yes, we both want new cars and there was a time where me and my wife were like, could we afford it? They were just like nah, I don't want the payment. Tonnika Haynes [01:48:15]: Yeah, we didn't want changing my house. You don't want another house? No, I don't want to pay for another house. Nick Yannessa [01:48:19]: But the other part is, is it's like you were saying happy where I explained this to my son. Like we can go out to eat, we can go do this. We're not. Why do we need that car? Who am I impressing? Like I'm good now. Do I want to? If God willing I could get another car one day when I'm making more money in the shops established I, I would like that. But does it have to be a brand new car? Absolutely not. But until then I'm fine. It doesn't need. Nick Yannessa [01:48:45]: So I'm buying a Cadillac to impress who and I'm, I'm paying all this money and I can't go do stuff so it's just sitting in the driveway anyway because I can't go out and do anything. So what's the point? And was I really happy? No. Tonnika Haynes [01:48:59]: What's gonna be your next car when you get it, when you, when you make it. If you had everything to go buy, what would you go get? Nick Yannessa [01:49:06]: So you know what I would get? Like if I got my wife a car, I would get her now the 20, 23 and older. I would get her the Lexus GX 460. Not because it's a Lexus, because it's a solid unit. They're old school their body on frame and now that's something I would buy her and she would know we're keeping this for the long term because they go to 300,000 miles, you know. So I'm thinking more that way myself. I don't know what I would get like, but I would get her one of those because I know that it doesn't have transmission issues like the Tahoes do. It doesn't have the engine issues like some of the newer GMs do. It doesn't have turbo. Nick Yannessa [01:49:43]: It doesn't have a turbo, which the turbo issues have with some of the newer cars. Like, I was be looking for something that would last her because I told her, I said, babe, I showed her, I said, that's what I would get you. Because she was asking me, I was like, you'd keep that 10 years? You know, Tonnika Haynes [01:50:00]: you guys are great. I got a one o'. Clock. I'm at the shut you up shout out. Nick Yannessa [01:50:03]: Yeah, you're good. Tonnika Haynes [01:50:03]: I've never recorded this long with somebody. Nick Yannessa [01:50:06]: Well, she's the man. Tonnika Haynes [01:50:07]: Hour and 50 minutes. This was fun. Chi Wong [01:50:10]: Those are clowns. Tonnika Haynes [01:50:11]: So my clowns. Nick Yannessa [01:50:13]: So I don't know what I would get myself. I don't know. Tonnika Haynes [01:50:15]: Yeah, I got my dream car. What are you getting? Chi. Chi Wong [01:50:19]: I'm getting. Nick Yannessa [01:50:20]: I always, I always wanted a Mercedes, but. Doesn't mean I'll get it. Chi Wong [01:50:25]: Oh. So real quick, before we cut, we, you know, we cut it off, right? Me and Nick went to the auto show a couple, couple years ago. He got me in for free. I love free. Anyway, so I'm looking at this Toyota Forerunner. I'm like, yeah, the TRD Pro. And I look at with a waddle, Tonnika Haynes [01:50:41]: you want a widow weather for your TRD Pro? Chi Wong [01:50:44]: Yeah. Anyway, so I'm looking at it, he's like 60 grand. I'm looking. So I look at Nick, I'm like, yeah, I'll get the 12 years from now. Nick Yannessa [01:50:53]: That's always the truth. Tonnika Haynes [01:50:54]: The same model. Nick Yannessa [01:50:57]: That'd be nice in 2032. Like that was always an ongoing joke with us. We see a car, yeah, 2032, I'll buy one of those. Chi Wong [01:51:04]: No, no. So, so listen, you know, I always tell people, you know, I love cars, but it's a depreciating asset. You know, as I got older, you know, you know, I think about retirement a lot. I know I'm 45, but you know, this is what a lot of people don't think about, you know. And you know, regardless of automotive or whatever, you know, it's like, you know, we see all, we all three of us have seen older people come in and they can't afford to fix their cars. You know, I would Hate to be that guy, you know. You know, you, you feel absolutely horrible, but you're like, you know, I have a business to run, you know, like I can't be giving away stuff even though you want to, you know. You know, we kind of reckoning people but we can't give away stuff for, for, for more business like that. Chi Wong [01:51:53]: So I, I, I always tell people, including Nick, I'm like dude, we gotta set up something for your retirement regardless what you can, you know, because like if it's done right, you know, nowadays even with AI, I have to put just go on Google Gemini. Let's say you invest XYZ a month. How much would you get a month at retirement? It's amazing. It's absolutely amazing. I'm talking about like you guys are Tonnika Haynes [01:52:18]: at the age where you should definitely be doing that. You've got to start early. Chi Wong [01:52:22]: But it's very pedestrian numbers, it's very doable numbers. I even show my son, you know, I have showed my friend the past week and his mind was blown, you know, and he's 34. I'm like, you better get on top of this. You know, you could literally retire multi, multi millionaire if done right. And that's amazing. Yeah, this is, and you know, like to be real quick, you know, a lot of the shop owners, you know, including you know, the ones I know well actually, well I wouldn't say all of them but you know, this was actually taught by, but then like stuff like sub IRAs, you know, that actually helps us offset costs for the business as well and benefit all ourselves are not being implemented. You know. And it's you know, just in general, you know, people are so, and are Nick Yannessa [01:53:15]: you gonna miss that 50 bucks a week? Chi Wong [01:53:17]: No, no, no, no, no. But I, I think this is not really talked about in the industry. You know, they offer 401k with 3% match, right? So let's say you know, Nick puts in 100, right? So you give it Nick to $3. But you know, you, you, you're better off. You know, it'd be more stronger sell if it was a set IRA where you know, Nick gets a hundred a week instead of $3 a week, you know. And you know, another thing is that you know, some people don't like it, but whatever. But I'm all for it. So the Trump account where the business could contribute 2500 to a family, like, like an employee of the family to start their kids retirement. Chi Wong [01:54:01]: No, that's something you know I'm going to do. And you know, I actually Talk to somebody about it as well in the industry. But, you know, since everything's still a little vague. But I'm just saying, like, you know, these are things that we could apply to create these wealth builders. And it also also has an employee benefit, you know, so let's say I hired Nick, and he has two kids. Well, his son is a little older, so it wouldn't really apply so much. But anyway, so for his daughter, let's say I'm gonna. Hey, Nick, you know, just to get you on board, I'm gonna contribute 2500 to your daughter's Trump account. Chi Wong [01:54:39]: And I know not everybody's a fan of Trump, you know, but, like, I. I feel like it's a great tool, you know, that. That's. That's. Nick Yannessa [01:54:47]: People come in happy because they're not worried about money. Maybe they're not doing side work because they don't feel like they have to. So it could create a better work environment that they're. And there might be loyal to you too. Like, yo, she's taking care of me. I don't want to leave, you know? Chi Wong [01:55:01]: Yeah, yeah, Nick, shut up. Let's finish, bro. Tonnika Haynes [01:55:04]: No, I'm listening to you. You're the teacher right now. Chi Wong [01:55:08]: Oh, you're the teacher. Tonnika Haynes [01:55:09]: You're the teacher right now. But, yeah, employee benefits are being. I mean, I think some people just not. They don't know how to do it, and they don't think they can afford to do it. 401K. RA health insurance, death, you know, life insurance, disability. All of those little things that you add on to an employee. Employee package. Tonnika Haynes [01:55:30]: A lot of shop owners just don't know how to do it, so. Because, again, you've got the. Everybody's not as smart as she. Because they're not. This doesn't mean that they're wrong. It's just that they just don't know that if you just raise that labor rate by another dollar per 50 per our O. You know, per labor hour, then you can afford to offer your employees things like that. Chi Wong [01:55:53]: Well, you know, like health insurance. Hard to offer. That is. That's a fact. That's a fact. Tonnika Haynes [01:55:58]: Offered at 60%. Chi Wong [01:55:59]: Right. Tonnika Haynes [01:56:00]: If you know what's really hard to offer? Trying to find a new check. Chi Wong [01:56:03]: Yeah. No, but what I'm saying, like, accept Ira, that is literally two sheets of paper. Tonnika Haynes [01:56:10]: So. Yeah. Yeah. Something someone can start with makes sense. And then they can build bigger. Nick Yannessa [01:56:15]: Most payroll companies, it's so cheap to set up. It's like $30 an employee per year. That's what they, that's my. The payroll company I'm using told me to set. To set up the SEP IRA would be. She goes, we can do it all through it. She goes, it's $30 an employee a year to set up. That's the fee to do it. Nick Yannessa [01:56:30]: So it's like, that's, that's a joke. Chi Wong [01:56:33]: Well, you know, like, I think the SEP ira, I think Steve Roberts is the one that told me about it. I mean, it did take me two years to actually act on it because remember, I wasn't allowed to debt. But you know, now, now thinking, now thinking back, I should have just, even with the debt, I should have started it. Tonnika Haynes [01:56:52]: Just do it. Just. Just do it. Chi Wong [01:56:54]: Started it. But like, like, but that's what I'm saying. Like, even, even as little as, let's say I, I work for Tonic, and Tanika is just starting the shop. You know, hey, I see that business, you know, it's starting off, but, you know, tanika gives me 25 bucks a week for my set IRA. You know, it's the appreciation. I feel like, you know, it's like the employee is going to see, hey, they trying. But, you know, like, like I was telling Nick, I'm like, hey, let's say for Christmas, right? Instead of giving them a bonus, hey, maybe you'd be like, hey, we're going to toss each of you guys 500 bucks into your IRA. Would. Tonnika Haynes [01:57:30]: You know what the thing is? A lot of technicians that would be mad. Nick Yannessa [01:57:34]: Yeah, I want the cash. Tonnika Haynes [01:57:35]: Yeah, I want the cash. They think they won't cash. They don't understand how much of a gift that you're giving them that can potentially grow into so much more. Nick Yannessa [01:57:43]: Or could you do both? Tonnika Haynes [01:57:44]: Like a lack of financial literacy? They don't know. Chi Wong [01:57:50]: Yeah. But for today, well, I think you should make an option, maybe bigger because, you know, giving cash, it's a little hard to write off. Then, you know, a 500 on the set, you know, it's, it's a win for the business. And for literally, it is a win for the employee as well. But not everybody sees it that way. Nick Yannessa [01:58:07]: Or you can make it sweet, hey, it's 500 in cash, but 600 in your set by array. I'm just talking out loud something stupid like that, you know, because then they might. Tonnika Haynes [01:58:16]: There's always a way. Nick Yannessa [01:58:18]: Because so much. My mom does that with my kids. She does that with my kids. So she gives them money. She, she goes, if you put money, you put money in the account, we'll match. So that's why I brought that up. Tonnika Haynes [01:58:29]: That is smart. My grandma said, Grandma, give me some. Match my money. All right. Match my money. Chi Wong [01:58:36]: All right. Nick Yannessa [01:58:36]: Well, it's great. It was great. Tonnika Haynes [01:58:38]: This was great. Like, I've never had a podcast recording go for two hours, and it was all great content. Chi Wong [01:58:44]: And I think you guys speak up Tonnika Haynes [01:58:45]: in an ASOC group a lot more. You got so much good stuff to say. Chi Wong [01:58:50]: You got. We got Steve on here. Be funny. Nick Yannessa [01:58:52]: Yeah, Steve would be funny. Tonnika Haynes [01:58:53]: You think Steve would be funny? Chi Wong [01:58:57]: Steve is. Steve is. Tonnika Haynes [01:59:00]: Let's group text him and attack him and get him to come on. Nick Yannessa [01:59:04]: He's a smart guy. I've learned some stuff from him already, too, in my limited conversations with him. Chi Wong [01:59:09]: He's good. Steve. You know what? You know what? Get Steve and Matt Vaughn together. Hilarious. Oh, yeah, it'll be hilarious. Tonnika Haynes [01:59:17]: Okay, I got you writing it down. All right, guys, say bye. Chi Wong [01:59:23]: Yeah. See you later. Nick Yannessa [01:59:24]: Thank you. Bye. Tonnika Haynes [01:59:25]: Love you. Bye. Downshift with Tanika is where we slow down long enough to have real conversations. Hosted by myself, second generation shop owner, Tanika Haynes. This goes beyond your car count, your KPIs. We want to talk about leadership, legacy mindset, and the messy, beautiful journey of building. Building something that lasts. You will hear stories from shop owners, technicians, and other industry leaders who are figuring it all out by themselves in real time. Tonnika Haynes [01:59:55]: This is a space for growth, tough love, laughter, and leveling up.