Latest / Crossroad Conversations with the Lewis Brothers / Ep106 “Unpopular Opinions: Car Business Edition”

Transcript

Ep106 “Unpopular Opinions: Car Business Edition” · Crossroad Conversations with the Lewis Brothers

• 0:03
  SPEAKER_01: Hey everyone, welcome to Crossroad Conversations with the Lewis Brothers, where we aim to share real stories about running a successful family business, working through adversity, and pouring back into the community that keeps our door open.
• 0:15
  SPEAKER_01: We're your hosts, Matt, Shelby, and Taylor, and we bring you relevant local business advice and automotive insights that are sure to change the way you look at running a business.
• 0:24
  SPEAKER_01: And maybe even throw in a plug for you to do business with us.
• 0:27
  SPEAKER_01: Hey, welcome to Crossroads Conversation, episode 106 with the Lewis brothers.
• 0:32
  SPEAKER_01: Taylor and I are here in studio today.
• 0:34
  SPEAKER_01: Unpopular opinions, the car business edition.
• 0:38
  SPEAKER_01: This is going to be a fun one today, Taylor.
• 0:41
  SPEAKER_01: You know, everybody's got an opinion about the car business.
• 0:43
  SPEAKER_01: And trust me, we've heard them all.
• 0:46
  SPEAKER_01: But here's the thing.
• 0:48
  SPEAKER_01: Those of us on the inside in the business, we've got opinions too.
• 0:52
  SPEAKER_01: We just don't say them out loud.
• 0:55
  SPEAKER_01: Today's different.
• 0:56
  SPEAKER_02: Today's different.
• 0:57
  SPEAKER_02: We're going to have a whole lot of fun diving into that one.
• 0:59
  SPEAKER_02: But before we do, I've got to go back to 105 recapping.
• 1:02
  SPEAKER_02: Is the car buying process broken?
• 1:05
  SPEAKER_02: That one was a lot of fun, but the customer does half the deal online and the store starts them back at step one.
• 1:11
  SPEAKER_02: Nothing irks me worse than whenever I, as a consumer, I in the sales buying process goes out, and my time's valuable.
• 1:19
  SPEAKER_02: I have a little bit of it away from work and I meet somebody and they start me back over at step one.
• 1:24
  SPEAKER_02: That was a lot of fun.
• 1:24
  SPEAKER_02: Make sure go back and check it out.
• 1:26
  SPEAKER_02: Episode 105.
• 1:27
  SPEAKER_02: Always checking out the inventory we have here at Lewis Superstore.com and Crossroads Conversation Podcast.com for all the episodes.
• 1:34
  SPEAKER_02: Hey, what's in the garage?
• 1:36
  SPEAKER_02: I'm going to hit this, and this is the first time I'm going to say ever, because it's been a long time since this vehicle's been out.
• 1:43
  SPEAKER_02: But Broncos.
• 1:46
  SPEAKER_02: Full size Broncos.
• 1:48
  SPEAKER_02: Four doors, bases, Sasquatch, Raptors, uh, big bins, bad lands, adventure packages, heritage.
• 1:58
  SPEAKER_02: I have more full-size broncos in stock than Expeditions, F-150s, Super Duties.
• 2:08
  SPEAKER_02: We did a little bit of a power play because I love this time of year to be able to have that vehicle.
• 2:14
  SPEAKER_02: Think about this with a sunroof or the top that's removable on a vehicle.
• 2:20
  SPEAKER_02: Some people will have it off in the summer, but it's too hot to have off in the summer.
• 2:24
  SPEAKER_02: This is the time of year if you're driving down the road, you see people with the sunroofs open.
• 2:28
  SPEAKER_02: At the end of the day, when it's in the mid-70s, low 80s, the weather's good.
• 2:33
  SPEAKER_02: Perfect time of year.
• 2:34
  SPEAKER_02: So we have the best selection we've ever had.
• 2:36
  SPEAKER_02: We have Broncos starting in the low 40s.
• 2:39
  SPEAKER_02: I actually have one that tips into the high 30s, a two-door base, but there's nothing base about it.
• 2:45
  SPEAKER_02: It's still four-wheel drive, it's still a hard top, and it's 39,000.
• 2:49
  SPEAKER_02: I have it all the way up to a Raptor Bronco.
• 2:52
  SPEAKER_02: There's your full speed Baja off-roading.
• 2:55
  SPEAKER_01: Best selection I've ever had of Broncos, and you got to come check them out.
• 2:58
  SPEAKER_01: Yeah, that's a that's a great selection, like you said, right there, of just some amazing vehicles, you know, to choose from.
• 3:04
  SPEAKER_01: Now, it's a selection that we haven't had before.
• 3:07
  SPEAKER_01: So come check those out for sure.
• 3:09
  SPEAKER_01: All right, let's dive into this first section here.
• 3:12
  SPEAKER_01: This has been a hot topic.
• 3:13
  SPEAKER_01: If you've been around the automotive business lately, there's a lot of people talking about it.
• 3:18
  SPEAKER_01: Now, it's not new, and I'll I'll get into that here in just a minute.
• 3:22
  SPEAKER_01: But let's start with people who keep us in business because we've got a few opinions about customers that might ruffle some feathers.
• 3:30
  SPEAKER_01: Most customers don't want transparency, they want to feel like they've won.
• 3:34
  SPEAKER_01: Yes.
• 3:35
  SPEAKER_01: Okay.
• 3:36
  SPEAKER_01: So there's a hot buzz right now going in the automotive business about Carvana and their buying experience, or Carmax and their buying experience.
• 3:47
  SPEAKER_01: And people are saying, well, they're selling a lot of cars.
• 3:51
  SPEAKER_01: Does the consumer want upfront pricing, no negotiation, convenience?
• 3:59
  SPEAKER_01: And a lot of people are buying into that.
• 4:01
  SPEAKER_01: We're studying that really hard too.
• 4:03
  SPEAKER_01: But I I want to give you some facts because you because you know I'm fact-based.
• 4:07
  SPEAKER_01: Oh, yeah.
• 4:07
  SPEAKER_01: Okay.
• 4:08
  SPEAKER_01: So Carvana on the new side sells approximately about 1,300 new vehicles a month.
• 4:16
  SPEAKER_01: Okay.
• 4:16
  SPEAKER_01: That's a lot of cars.
• 4:17
  SPEAKER_01: It is.
• 4:17
  SPEAKER_01: That's a lot of cars.
• 4:18
  SPEAKER_01: It is.
• 4:18
  SPEAKER_01: So then you start thinking of like, is the entire business model shifting to Carvana?
• 4:26
  SPEAKER_01: Where you don't have salespeople, you have upfront pricing, it's very transparent.
• 4:30
  SPEAKER_01: They deliver the car to you.
• 4:32
  SPEAKER_01: Now we love that idea.
• 4:33
  SPEAKER_01: You know what I mean?
• 4:34
  SPEAKER_01: I mean, and Taylor and I have talked about it.
• 4:36
  SPEAKER_01: Hey, if we could set the pricing in and we could deliver the car to you, we're all in.
• 4:40
  SPEAKER_01: But here's what we're seeing: we're seeing some pushback that that might not fit into everybody's wheel of buying.
• 4:48
  SPEAKER_01: Well, in fact, of the 1300, in the U.S., the average amount of new vehicles sold per month across all brands is 1.5 million.
• 4:57
  SPEAKER_01: Okay.
• 4:59
  SPEAKER_01: It's less than 1%.
• 5:01
  SPEAKER_01: It's 0.0008 percentage of people like the Carvana way of doing business.
• 5:09
  SPEAKER_01: Now, if you go back, I'm going to go back about 20 years ago.
• 5:13
  SPEAKER_01: About 20 years ago, we had a similar thing that came into the market.
• 5:17
  SPEAKER_01: And it was called one price.
• 5:19
  SPEAKER_01: Yes.
• 5:19
  SPEAKER_01: Where stores said, hey, we're going to go ahead and give you our bottom dollar, our lowest price concept.
• 5:25
  SPEAKER_01: And some of the big people out there, like some a lot of Auto Nation stores, did it, where they set the pricing in and there was no negotiation.
• 5:32
  SPEAKER_01: If you came in and you offered$5 less, they wouldn't take$5 less.
• 5:36
  SPEAKER_01: They said, no, we're going to be transparent like the rest of the retail business.
• 5:41
  SPEAKER_01: You know what I mean?
• 5:41
  SPEAKER_01: If you go to Lowe's or Walmart or anywhere else, it's set in there.
• 5:45
  SPEAKER_01: Yeah.
• 5:46
  SPEAKER_01: So it's in the air right now.
• 5:49
  SPEAKER_01: So, Taylor, I'll get your thoughts.
• 5:50
  SPEAKER_01: Now, most customers don't want transparency.
• 5:53
  SPEAKER_01: They want to feel like they've won.
• 5:55
  SPEAKER_02: It's every time, and you know, there's just certain different parts of it that I feel like they still want to know about.
• 6:03
  SPEAKER_02: And it normally comes into their trade.
• 6:05
  SPEAKER_02: They know everything else, and they think they know what their vehicles work, but they're way more educated than they ha ever have been on it.
• 6:12
  SPEAKER_02: They majority of them come in and they're educated.
• 6:16
  SPEAKER_02: They're not necessarily just saying, hey, I want transparency.
• 6:20
  SPEAKER_02: They're educated so they know.
• 6:22
  SPEAKER_02: And the transparency probably comes in because they're validating you as a salesperson and you as a business.
• 6:28
  SPEAKER_02: I think that's where it really starts to come in transparency because if I can come in and I already know something and I can check box one, two, three, yep, we're moving forward.
• 6:38
  SPEAKER_02: This guy came and he validated what I already thought I knew and maybe taught me something that I didn't know, I'm buying the product from him.
• 6:47
  SPEAKER_02: But that's probably the steps that I see more so I still have the old horse traders that come in and they just want to sit down and bargain and haggle.
• 6:56
  SPEAKER_01: I I I would agree.
• 6:57
  SPEAKER_01: I would agree with you.
• 6:57
  SPEAKER_01: I think we are in a, and this kind of comes to what you don't hear because we don't say it out loud.
• 7:03
  SPEAKER_01: We're in a very difficult and frustrating part of retail management-wise.
• 7:12
  SPEAKER_01: We want to go down the route that the customer's looking for.
• 7:15
  SPEAKER_01: Hey, we we get it.
• 7:16
  SPEAKER_01: You guys have heard us talk about on this podcast before that the customer's the one that pays the bills.
• 7:21
  SPEAKER_01: We are a very adaptive business.
• 7:23
  SPEAKER_01: Yeah, we're 80 years old, but our business looks totally different than it did 20 years, 60 years, 80 years ago.
• 7:29
  SPEAKER_01: But right now, we are in a season of our business of we've got some customers that don't want to haggle, they don't want to go through the process, just make it easy for me.
• 7:41
  SPEAKER_01: And then we've got a lot of other customers that say that, yet then they still offer you$5,000 less on a vehicle.
• 7:49
  SPEAKER_01: Uh, and I was talking to our producer right before this, and I said, if you look over the last 10 years, it used to be you had all your vehicles listed online.
• 7:58
  SPEAKER_01: Yep.
• 7:58
  SPEAKER_01: And they would probably be at MSRP or they would be at your original asking price on a pre-owned vehicle.
• 8:04
  SPEAKER_01: Customer would come in and then we would negotiate.
• 8:07
  SPEAKER_01: Okay.
• 8:07
  SPEAKER_01: Since then, and Tony, you know this because you work on the pricing.
• 8:11
  SPEAKER_01: Since then, we have to get our best foot forward even to get the opportunity to sell a card.
• 8:15
  SPEAKER_01: Yes.
• 8:16
  SPEAKER_01: From the get-go.
• 8:17
  SPEAKER_01: Yet we're still negotiating.
• 8:19
  SPEAKER_01: And that's what has compressed gross margin percentage, especially on new vehicles.
• 8:23
  SPEAKER_02: Yeah, it's like throw your best, best foot forward, throw the biggest hook you have out there, and that's just to get you opportunity.
• 8:31
  SPEAKER_01: That's it.
• 8:32
  SPEAKER_01: But we we didn't like like we gave up something.
• 8:35
  SPEAKER_01: We didn't we didn't gain any.
• 8:36
  SPEAKER_01: We had to give that up just to stay relevant to not a road market share.
• 8:41
  SPEAKER_02: Yes.
• 8:42
  SPEAKER_02: Um And you know, it's really frustrating because it and Matt talked about this of just what we're dealing with of management, because we that that's our job to stay relevant.
• 8:52
  SPEAKER_02: If we don't stay relevant, we we die in the industry.
• 8:55
  SPEAKER_02: We do not stay progressively moving forward.
• 8:58
  SPEAKER_02: That it's frustrating, and you have to stay relevant even for your good customers that understand business to stay relevant with others in pricing.
• 9:08
  SPEAKER_02: But the ones that you do all that work for, and hey, I'm putting my best foot forward, you have to still realize others coming down the track and they're gonna change whether it be pricing or financing or trading, whatever it would be.
• 9:26
  SPEAKER_02: They keep holding the cards and they want transparency, but it's sometimes as a retail business, you want to look over the customer and say, Hey, I want transparency from you.
• 9:36
  SPEAKER_01: That that's so again, they they challenged us to talk about the frustration part, and you don't hear us talk frustrator very often.
• 9:44
  SPEAKER_01: We're very positive and optimistic people, but this is what goes on behind the scenes.
• 9:49
  SPEAKER_01: And we're navigating that right now because we could have I could have customer A and customer B, and they could be from two totally different generations or two totally different personalities, and we have to be able to make both of those.
• 10:03
  SPEAKER_01: One may want to negotiate with you and get back in their car and drive off and want you to call them back and play that whole game.
• 10:09
  SPEAKER_01: Yes.
• 10:09
  SPEAKER_01: And then the other one is, hey, just really give it all to me, and either it works or it doesn't work.
• 10:15
  SPEAKER_01: Yet they never tell us that.
• 10:17
  SPEAKER_01: Yes.
• 10:17
  SPEAKER_01: So we we have to live in their in their mind going, how do you prefer to buy?
• 10:23
  SPEAKER_01: And then even still, I'll tell you, and you can talk a little bit about this one.
• 10:27
  SPEAKER_01: We'll have a customer that comes in that says, Hey, just give me your best price.
• 10:31
  SPEAKER_01: I don't want to mess around, I don't have time.
• 10:34
  SPEAKER_01: Give me your out-the-door best price.
• 10:36
  SPEAKER_01: And you'll do that.
• 10:37
  SPEAKER_01: You listen.
• 10:38
  SPEAKER_01: We adapt.
• 10:38
  SPEAKER_01: Yes, we listen, and then what happens?
• 10:42
  SPEAKER_01: They just leave.
• 10:43
  SPEAKER_02: They just leave.
• 10:45
  SPEAKER_02: They just leave.
• 10:46
  SPEAKER_01: Or they turn around and they offer you less for the car.
• 10:49
  SPEAKER_02: Yes.
• 10:50
  SPEAKER_01: They still want to negotiate.
• 10:51
  SPEAKER_01: They'll say, Hey, are you sure that's the best you could do?
• 10:55
  SPEAKER_02: After they ask, hey, this is the absolute give me your absolute best out the door, best number.
• 11:01
  SPEAKER_02: I'm listening to them and I do it.
• 11:03
  SPEAKER_00: Yeah.
• 11:04
  SPEAKER_02: I do it.
• 11:04
  SPEAKER_02: And that just is very frustrating.
• 11:07
  SPEAKER_02: And it's a part of our we're not telling you our frustrations like please make this change or anything else.
• 11:12
  SPEAKER_02: We realize the business we're in and we own it every single day.
• 11:18
  SPEAKER_02: But it's funny of the buzzwords of what a consumer wants, they want you to do, but they won't do the same thing.
• 11:25
  SPEAKER_01: So I think back to the, and I know we've only got through one question here, but it says they want to feel like they've won.
• 11:30
  SPEAKER_01: Yes.
• 11:30
  SPEAKER_01: I do feel like that everybody has a sense.
• 11:33
  SPEAKER_01: Oh, yes.
• 11:34
  SPEAKER_01: Either, hey, I won because I haggled the mus, or or I won because they provided exactly what I was looking for.
• 11:40
  SPEAKER_01: So in our business, we're going through a new training simulation right now with all of our salespeople about meeting a customer where they are in the buying process.
• 11:50
  SPEAKER_01: So, like Taylor said earlier, we're not starting them back from ground zero when they're already at step five.
• 11:56
  SPEAKER_01: And then also providing them figures like they want to do business.
• 12:01
  SPEAKER_01: But I I had a customer the other day, and I know this customer, and they asked me for all that.
• 12:06
  SPEAKER_01: They asked me for, hey, upfront and this and that.
• 12:09
  SPEAKER_01: And I told them I'd personally review the numbers, and and we went lower than what our online stuff was, and we got very aggressive.
• 12:15
  SPEAKER_01: And we're two weeks later, and he's now sending me stuff from three states away.
• 12:20
  SPEAKER_01: And, you know, I'm thinking in the back of my mind, I put my best foot forward, and he doesn't even know how much money I'm losing on the new vehicle to try to earn his business.
• 12:29
  SPEAKER_01: Yeah.
• 12:30
  SPEAKER_01: Yet we're still chasing something.
• 12:33
  SPEAKER_01: And I'm like, well, maybe this Carvana concept.
• 12:36
  SPEAKER_01: So then I did the math and I was like, you know what?
• 12:39
  SPEAKER_01: Everybody's not in that boat yet.
• 12:40
  SPEAKER_01: No.
• 12:41
  SPEAKER_01: They're really not.
• 12:41
  SPEAKER_01: So it says haggling should die.
• 12:43
  SPEAKER_01: Nobody likes it, not the customer and not the salesperson.
• 12:46
  SPEAKER_02: Uh, we've kind of beat that over the head.
• 12:48
  SPEAKER_02: And I think it takes everything.
• 12:49
  SPEAKER_02: That's why in this business we're so adaptable.
• 12:52
  SPEAKER_02: You just hit the nail on the head with Carvana.
• 12:55
  SPEAKER_02: And as we are progressive in our leadership style of this business, we're adaptable.
• 13:01
  SPEAKER_02: I'm going to be able to go upfront pricing online.
• 13:04
  SPEAKER_02: They want me to send over, I'm going to do like the Carvana style to this person.
• 13:07
  SPEAKER_02: Yep.
• 13:08
  SPEAKER_02: This person I'm going to sit down and haggle with.
• 13:10
  SPEAKER_02: This person I'm going to be, I'm going to meet the customer at whatever stage and how they want to buy.
• 13:15
  SPEAKER_02: That's so important.
• 13:17
  SPEAKER_02: And a lot of people, I was talking to a manager the other day, and he's so frustrated.
• 13:21
  SPEAKER_02: He's like, Well, what do you want me to do?
• 13:23
  SPEAKER_02: And I said, Both.
• 13:24
  SPEAKER_02: All of them.
• 13:25
  SPEAKER_02: All of them.
• 13:25
  SPEAKER_02: I want you to do this, this, this, this, this.
• 13:28
  SPEAKER_02: Which is so hard to do.
• 13:30
  SPEAKER_02: It is stop, start, stop, start.
• 13:33
  SPEAKER_02: But that's what makes you successful in this business.
• 13:35
  SPEAKER_02: It is.
• 13:35
  SPEAKER_02: And it's it's not for the faint of heart.
• 13:37
  SPEAKER_02: It's hard on you.
• 13:38
  SPEAKER_01: It's a grind mentally.
• 13:40
  SPEAKER_01: And I've had people out there that have come to work for us that have worked construction their whole life.
• 13:44
  SPEAKER_01: And they're like, no, Matt, you don't understand.
• 13:45
  SPEAKER_01: I know how to work hard.
• 13:46
  SPEAKER_01: And I'm like, I get it.
• 13:48
  SPEAKER_01: But mentally, how much have you been challenged?
• 13:51
  SPEAKER_01: And there's not we're going to teach you the guy, the guardrails, but there's going to be a lot of ping-pong and back and forth because we deal with the public.
• 14:00
  SPEAKER_01: Yes.
• 14:00
  SPEAKER_01: We we deal with the public.
• 14:02
  SPEAKER_01: All right.
• 14:03
  SPEAKER_01: And I I would like to say haggling should go away because again, it would make our business smoother, the transaction.
• 14:12
  SPEAKER_01: The customer would be out of here in half the time.
• 14:14
  SPEAKER_01: Yes.
• 14:16
  SPEAKER_01: We don't mind reducing margins if then we can take the multiplication factor like other retail businesses have done it.
• 14:23
  SPEAKER_01: But I don't think the retail public is.
• 14:25
  SPEAKER_01: They might say that, but they're not really ready for that yet.
• 14:28
  SPEAKER_03: No.
• 14:28
  SPEAKER_01: We we are.
• 14:29
  SPEAKER_01: Yes.
• 14:30
  SPEAKER_01: We are.
• 14:30
  SPEAKER_01: Oh yeah.
• 14:31
  SPEAKER_01: But um, you know, they just that's a tough one.
• 14:34
  SPEAKER_01: That's a tough one.
• 14:35
  SPEAKER_01: All right, let's get to online reviews.
• 14:37
  SPEAKER_01: Okay.
• 14:37
  SPEAKER_01: Online reviews are the most unfair report card in the business.
• 14:42
  SPEAKER_01: I'm gonna I'm even gonna let you answer.
• 14:44
  SPEAKER_01: Yes, yes, 100% that's correct.
• 14:46
  SPEAKER_01: And here's why.
• 14:47
  SPEAKER_01: Yes.
• 14:48
  SPEAKER_01: Here's why.
• 14:49
  SPEAKER_01: There is no accreditation or validation to who's leaving you the review.
• 14:55
  SPEAKER_01: That's it.
• 14:56
  SPEAKER_01: If there were a process where Yelp or Google or Dealer or Facebook or any of those review sites would actually validate who's leaving the review, then I would say it's a closer report card to the truth.
• 15:13
  SPEAKER_01: But I can have not purchased a vehicle from you, have not ever stepped a foot in your store or talked to anybody at your business, and go on and make up a complete story online that's believable to the public.
• 15:27
  SPEAKER_01: Absolutely.
• 15:28
  SPEAKER_01: You know, and then second, and and Taylor, this is probably even the bigger one that we deal with, and they ask us to rant here, so that's I'm gonna that is people will go on and they'll complain about a quality issue issue about the product.
• 15:46
  SPEAKER_01: Yes.
• 15:46
  SPEAKER_01: Now we we get it.
• 15:48
  SPEAKER_01: We're not asking for a hall pass here, but we did not build the vehicle.
• 15:54
  SPEAKER_01: All right, we are not the ones making the decision whether to decline or approve your factory warranty.
• 16:02
  SPEAKER_01: Absolutely.
• 16:03
  SPEAKER_02: We had That's so hard as a consumer, and I love that.
• 16:08
  SPEAKER_02: I gotta give a shout-out because whenever I run into somebody that's good, I just gotta give an attaboy, like, thank you, thank you.
• 16:15
  SPEAKER_02: So I had got a new pair of shoes, and shoes shouldn't have warranties, but like it was a month, a week or two after I'd bought them.
• 16:22
  SPEAKER_02: Uh-huh.
• 16:22
  SPEAKER_02: And I'd called the thing and said, Hey, my shoe just fell apart.
• 16:26
  SPEAKER_02: Like, I don't go buy new shoes, these are expensive.
• 16:29
  SPEAKER_02: And they said, Oh, sorry, you can reach out.
• 16:32
  SPEAKER_02: The manufacturer told me this said, You could reach out to your store where you bought it from.
• 16:37
  SPEAKER_02: And I'm like, Oh no, I've been on the other.
• 16:40
  SPEAKER_02: I don't know.
• 16:41
  SPEAKER_02: So I was at the mall yesterday and ran through there.
• 16:43
  SPEAKER_02: I was like, Oh, I'll run into Trade Home and I had the shoes.
• 16:45
  SPEAKER_02: Trade Home is the best if you're going to get shoes or anything else.
• 16:49
  SPEAKER_02: They are so knowledgeable.
• 16:50
  SPEAKER_02: I took them in there, like, oh man, I'm so sorry.
• 16:52
  SPEAKER_02: Hey, let me take those.
• 16:53
  SPEAKER_02: Great.
• 16:54
  SPEAKER_02: Here's your receipt.
• 16:54
  SPEAKER_02: Do you want me to ship them to your house?
• 16:57
  SPEAKER_02: I said, You what?
• 16:58
  SPEAKER_02: Hold on.
• 16:59
  SPEAKER_02: And they said, Yeah, you've only had them for two weeks.
• 17:01
  SPEAKER_02: That's a clear manufacturer air.
• 17:03
  SPEAKER_02: So I ran into a good dealership that handled the customer, and they're like, Hey, is this address correct?
• 17:10
  SPEAKER_02: And I was like, for what?
• 17:11
  SPEAKER_02: And they're like, Well, I'm shipping your new shoes to you.
• 17:14
  SPEAKER_02: So there's people out there, and I had to spin off of that.
• 17:17
  SPEAKER_02: Yeah.
• 17:17
  SPEAKER_02: So it's not all negative.
• 17:18
  SPEAKER_02: There are people that handle that, and that's how we try to handle it every single time.
• 17:22
  SPEAKER_02: Because more times than not, they're going to go fight the manufacturer for me because they know that they could get it pushed through.
• 17:29
  SPEAKER_02: We do that for you as a consumer.
• 17:31
  SPEAKER_01: Taylor did a great job right there, proving to you guys.
• 17:34
  SPEAKER_01: Now, I was on my rant and going down a rabbit hole, which a lot of business owners will do about the uncontrollables.
• 17:42
  SPEAKER_01: We can't control that.
• 17:44
  SPEAKER_03: No.
• 17:44
  SPEAKER_01: But if everybody's playing in the same pond on all the dealerships, then you find an opportunity to gain market share and to wow the customer.
• 17:52
  SPEAKER_01: And that's what he was doing there.
• 17:54
  SPEAKER_01: So that's a that's a great job there.
• 17:56
  SPEAKER_01: Okay.
• 17:56
  SPEAKER_01: If buying a car takes longer than an hour, that's on us, not the customer.
• 18:02
  SPEAKER_01: Would you say, and I'll challenge you with this question, why would it take longer than an hour to buy a car?
• 18:09
  SPEAKER_01: Who slows that process down?
• 18:11
  SPEAKER_02: I'm going to say it's the customer, and it could be a two-part of that they're not being led correctly.
• 18:17
  SPEAKER_02: And so that may be on us a little bit, but it's the customer from, hey, I want to see all these vehicles.
• 18:23
  SPEAKER_02: Or they say, My favorite is they'll come in and say, Hey, what's my trade worth?
• 18:30
  SPEAKER_02: And then we'll work through it, and then we'll gotta get my payoff.
• 18:34
  SPEAKER_02: Then let's go look at a car.
• 18:35
  SPEAKER_02: Or they'll work it the other way and they'll say, Let's get to the bottom dollar on this car.
• 18:39
  SPEAKER_02: Completely make us work the deal.
• 18:41
  SPEAKER_02: Yeah.
• 18:41
  SPEAKER_02: And then we're ready to sign documents.
• 18:43
  SPEAKER_02: They're like, well, no, I got to look at my trade.
• 18:45
  SPEAKER_02: They're working it step by step, holding their cards, and then that customer will get an hour, hour and a half, two hours in the process, and say, This has taken so long.
• 18:58
  SPEAKER_02: Well, ma'am, sir, if you would have listened to me whenever we were going through the process, I ask you all these questions to expedite the process, and you decline them.
• 19:07
  SPEAKER_01: That that's a hundred percent textbook, what happens out there.
• 19:10
  SPEAKER_01: We want to move fast.
• 19:11
  SPEAKER_01: And if you guys think about it, the faster we move selling a car, the faster we get to go to the next car to sell.
• 19:19
  SPEAKER_01: And some customers think if we wait and look at their trade at the last minute, that then they'll they will get the most off the new car they're buying or the other.
• 19:28
  SPEAKER_01: And it's guys, we can handle both at the same time.
• 19:31
  SPEAKER_01: We're we're so transparent.
• 19:33
  SPEAKER_01: This isn't the 1980s where I only give you a trade difference.
• 19:36
  SPEAKER_01: We lay everything out there black and white on a on a piece of paper.
• 19:40
  SPEAKER_01: It's it's not the old days where we say, hey, your payment is$6.75 a month, and you're like, well, but what are you giving for me for my trade?
• 19:46
  SPEAKER_01: How much am I getting off the vehicle?
• 19:48
  SPEAKER_01: It's all laid out there.
• 19:50
  SPEAKER_01: We we are so compliant and so transparent.
• 19:52
  SPEAKER_01: Way more than and and there's so many dealers out there saying the word transparent, but not doing it.
• 19:58
  SPEAKER_01: You know, it's like you can say you're gonna get in the shape, but did you go to the gym?
• 20:03
  SPEAKER_01: It's easy to say, say it, but when you actually have to put it in place, that takes work.
• 20:08
  SPEAKER_01: There's there are dealerships around us saying the word transparent, and I can put money on it.
• 20:14
  SPEAKER_01: If you walk into their dealership today, the price will be different in person than it is on online.
• 20:20
  SPEAKER_01: Our managers get written up in HR if the price is different.
• 20:26
  SPEAKER_01: And so I just, you know, we we try to make it transparent.
• 20:29
  SPEAKER_01: We try to go as fast as the customer will allow us to go.
• 20:33
  SPEAKER_01: Yes.
• 20:34
  SPEAKER_01: Allow us to go.
• 20:34
  SPEAKER_01: So yes, they complain about that.
• 20:36
  SPEAKER_01: And at the same time, jokingly in a professional manner, I like to remind a customer that we go through a tr two transactions, actually three transactions, faster than other industries could go through one.
• 20:49
  SPEAKER_01: We go through selling you a car, we go through buying a car from you.
• 20:53
  SPEAKER_01: Yep.
• 20:54
  SPEAKER_01: So that's two buy sells, and we also go through securing and signing your financing for that transaction.
• 21:02
  SPEAKER_01: If you just go to a bank and try to secure financing for an automotive, it will take one to two business days.
• 21:09
  SPEAKER_01: If they're fast.
• 21:10
  SPEAKER_01: If they're fast and you know the banker.
• 21:13
  SPEAKER_01: If you try to sell your car on marketplace, it will take you weeks.
• 21:18
  SPEAKER_01: And then you're gonna have to figure out how to juggle paying off your loan, getting the title, getting the paperwork, and transferring it to the new owner.
• 21:28
  SPEAKER_01: So uh I like to say we're probably one of the most efficient, fastest moving industries there is out there.
• 21:34
  SPEAKER_01: Consumers just forget sometimes what all is going on.
• 21:38
  SPEAKER_02: They do.
• 21:39
  SPEAKER_01: They do sometimes.
• 21:40
  SPEAKER_02: And it the ones that have their head on their shoulders, you can definitely remind them, but you always have this ones that um say you don't.
• 21:49
  SPEAKER_01: All right, here's a good one to talk about.
• 21:51
  SPEAKER_01: Your trade isn't worth what you think.
• 21:53
  SPEAKER_01: The online estimators aren't helping.
• 21:57
  SPEAKER_02: In the day and age when you can Amazon everything don't That online ordering type of technology, why shouldn't you be able to get what your trade is worth?
• 22:06
  SPEAKER_02: It's just data.
• 22:07
  SPEAKER_02: It's just data of what the trade is worth.
• 22:10
  SPEAKER_02: The thing that hangs most people up is they don't describe their car properly.
• 22:18
  SPEAKER_01: Taylor nailed it right there.
• 22:20
  SPEAKER_01: And even if you'll go back to the KBB, and we used to print this off.
• 22:23
  SPEAKER_01: If you'll remember when you first came into business, we trained on this.
• 22:26
  SPEAKER_01: And this is straight off KBB's website.
• 22:29
  SPEAKER_01: We would go in and educate a customer for them.
• 22:31
  SPEAKER_01: And I don't blame a customer.
• 22:32
  SPEAKER_01: They want the most for their vehicle, okay?
• 22:34
  SPEAKER_01: It's what they're bringing to the table.
• 22:36
  SPEAKER_01: They want it to be worth the most amount of money.
• 22:39
  SPEAKER_01: So when you look at KBB and it says excellent and it says good and it says great and it says average, it'll give you a percentage of the cars that are actually that.
• 22:48
  SPEAKER_01: Consumers all want to think excellent, but when you read on there, it says less than 1% of cars.
• 22:54
  SPEAKER_01: Excellent would be you just put a set of tires on it within a hundred miles.
• 22:59
  SPEAKER_01: Okay.
• 22:59
  SPEAKER_01: The brakes are brand new on it.
• 23:01
  SPEAKER_01: The brake pads are not, they're not good.
• 23:03
  SPEAKER_01: They're brand new.
• 23:04
  SPEAKER_01: There's not a scratch, there's not a scuff.
• 23:06
  SPEAKER_01: You could put it on the showroom and you could run a camera under it.
• 23:10
  SPEAKER_01: There's no spots on the rear bumper where the luggage came in and out.
• 23:13
  SPEAKER_01: There is nothing.
• 23:15
  SPEAKER_01: Nothing.
• 23:16
  SPEAKER_02: And that's nobody's used car, and it's not a knock against anyone.
• 23:20
  SPEAKER_02: Using a product or a vehicle, even the people that detail them all the time, driving them on the road with miles, it just becomes used.
• 23:29
  SPEAKER_02: Now there's better quality of used vehicles, but no vehicle.
• 23:33
  SPEAKER_02: I don't even know why they put that on there.
• 23:36
  SPEAKER_01: So the customers that are very like honest and go, okay, there's about 50% of my tire tread left.
• 23:44
  SPEAKER_01: Okay, there's a scuff on the back bumper.
• 23:46
  SPEAKER_01: Yeah.
• 23:46
  SPEAKER_01: Okay, there's a crack in the windshield.
• 23:48
  SPEAKER_01: Okay, I only have one of the two keys that originally came with.
• 23:51
  SPEAKER_01: All right, I've done most of the services, but I didn't do the 30K and I didn't do an alignment last time.
• 23:56
  SPEAKER_01: And they go, okay, my car's about average.
• 23:59
  SPEAKER_01: And you know, there's probably 50% of the tires left.
• 24:01
  SPEAKER_01: They come in and they're on, they're dead on.
• 24:03
  SPEAKER_01: Yeah.
• 24:04
  SPEAKER_01: They're dead on with those online guides.
• 24:06
  SPEAKER_01: If you take the time to go through, it's no different than looking on Zillow, you know, for your house.
• 24:13
  SPEAKER_01: It's just an estimate of it worth.
• 24:15
  SPEAKER_01: Like you actually have to have an appraiser that has to go, you know, how's the mechanical part of it?
• 24:19
  SPEAKER_01: What do the floors look like?
• 24:20
  SPEAKER_01: What are the cabinets?
• 24:21
  SPEAKER_01: What are the finishes?
• 24:22
  SPEAKER_01: Are there any repairs?
• 24:23
  SPEAKER_01: How old's the roof?
• 24:24
  SPEAKER_01: Yeah.
• 24:25
  SPEAKER_01: All of those pieces.
• 24:26
  SPEAKER_02: And we say this a lot, but my well-informed customer is my best customer, my best friend whenever I go through.
• 24:32
  SPEAKER_02: Because I love nothing more to be able to sit down with somebody that I know their time is valuable.
• 24:37
  SPEAKER_02: Yep.
• 24:37
  SPEAKER_02: And they say, hey, I want to go through Ford for their special rate financing.
• 24:41
  SPEAKER_02: I'm X-Plan, I'm whatever special pricing.
• 24:43
  SPEAKER_02: And here's my vehicle.
• 24:44
  SPEAKER_02: It needs uh tires, brakes, whatever.
• 24:47
  SPEAKER_02: And I they roll through there and they're like, this is exactly what it's worth.
• 24:50
  SPEAKER_03: That's right.
• 24:51
  SPEAKER_02: Then I want to say thank you, hallelujah.
• 24:53
  SPEAKER_02: And I go through and I sign up, and I'm not holding anything.
• 24:56
  SPEAKER_02: They know exactly what their car's worth, and it's the age of transparency that you roll through it.
• 25:00
  SPEAKER_02: That's right.
• 25:01
  SPEAKER_02: All right, let's get into a rapid fire.
• 25:03
  SPEAKER_01: Here we go.
• 25:03
  SPEAKER_01: We went a little deeper there, so we'll flip-flop back and forth here.
• 25:06
  SPEAKER_01: All right, one word answers only, okay?
• 25:09
  SPEAKER_01: So I'll hit you with about three of them and then we'll flip the other way.
• 25:11
  SPEAKER_01: Okay.
• 25:12
  SPEAKER_01: The test drive is overrated.
• 25:14
  SPEAKER_01: Disagree.
• 25:15
  SPEAKER_01: Leasing is a bad idea.
• 25:19
  SPEAKER_01: Disagree.
• 25:21
  SPEAKER_02: Manual transmissions should come back.
• 25:24
  SPEAKER_02: No, I love them, but no.
• 25:26
  SPEAKER_02: Disagree.
• 25:28
  SPEAKER_02: Black is the best car color.
• 25:31
  SPEAKER_02: Agree.
• 25:33
  SPEAKER_02: You should never buy a car in the first year of a redesign.
• 25:40
  SPEAKER_02: Personally agree.
• 25:42
  SPEAKER_02: Yes.
• 25:43
  SPEAKER_02: Car shows still matter.
• 25:48
  SPEAKER_02: Agree.
• 25:48
  SPEAKER_02: Sure, absolutely.
• 25:50
  SPEAKER_02: Okay.
• 25:51
  SPEAKER_02: Quick, rapid fire going through there.
• 25:54
  SPEAKER_02: Inside the building.
• 25:54
  SPEAKER_02: So stat in Gallup's honesty and ethics survey, Americans rated car salespeople the lowest of any profession, with just nine percent saying the field has high honesty and ethics.
• 26:10
  SPEAKER_02: Dealers earned the bad reputation, customers didn't make it up.
• 26:17
  SPEAKER_02: Yes and no.
• 26:18
  SPEAKER_02: Yes and no, because I think they blank it.
• 26:20
  SPEAKER_01: I mean, I'll let you dive down into that, but I think you could take any industry, you know, you could take banking, you could take investments, you could take construction, you could take plumbing, you could take electrical, and there's good and there's bad.
• 26:33
  SPEAKER_01: Um, our industry has moved leaps and bounds versus the perception that people are still hanging on to in the 80s and the 90s.
• 26:44
  SPEAKER_01: Uh we like when if you really think about it, we have the most transparent business there is out there.
• 26:52
  SPEAKER_01: There is no other industry that you can go online and find the cost.
• 26:56
  SPEAKER_01: There's no other industry that the manufacturer sets the price and prints it on a window sticker that cannot be moved tomorrow based upon commodities or what stocks are trading for, or materials.
• 27:11
  SPEAKER_01: Um so we have an uphill battle and we have to continually work on that.
• 27:15
  SPEAKER_01: And that's why we go above and beyond saying, hey, if we messed up on a price online, we're gonna fix it.
• 27:22
  SPEAKER_01: We had a transmission the other day.
• 27:24
  SPEAKER_01: We sold a transmission of parts, and customer came and got it.
• 27:28
  SPEAKER_01: Now, I'm gonna be very transparent here first before I tell you the story.
• 27:31
  SPEAKER_01: Customer gave us the wrong VIN number.
• 27:34
  SPEAKER_01: Okay.
• 27:34
  SPEAKER_01: Customer, they didn't want us to do the work in our shop.
• 27:37
  SPEAKER_01: They wanted to do their own work.
• 27:38
  SPEAKER_01: We said, okay, we'll sell you the parts.
• 27:40
  SPEAKER_01: Warranty's still good.
• 27:41
  SPEAKER_01: We need X, Y, and Z.
• 27:43
  SPEAKER_01: And we said, hey, bring your vehicle down here so we can take a look at it.
• 27:45
  SPEAKER_01: And they said, no, I can't do that.
• 27:46
  SPEAKER_01: I can send you the information.
• 27:48
  SPEAKER_01: They sent us the VIN number off of another truck they had.
• 27:51
  SPEAKER_01: Okay, very two similar trucks.
• 27:53
  SPEAKER_01: All right.
• 27:53
  SPEAKER_01: Easy way to make a mistake.
• 27:55
  SPEAKER_01: We ordered the transmission.
• 27:58
  SPEAKER_01: All right.
• 27:59
  SPEAKER_01: It these two different trucks called for two different fluids with the transmissions, just a small variation in the transmission.
• 28:08
  SPEAKER_01: The customer got it, they put it in, they put the wrong fluid in.
• 28:12
  SPEAKER_01: Now we sold them the right fluid based upon the VIN number they sent us.
• 28:17
  SPEAKER_01: All right.
• 28:18
  SPEAKER_01: Within 100 miles, the customer realized it.
• 28:22
  SPEAKER_01: We paid for the truck to be towed.
• 28:25
  SPEAKER_01: We're like, do not drive it anymore.
• 28:27
  SPEAKER_01: We paid for the truck to be towed to our shop.
• 28:29
  SPEAKER_01: We pumped all the fluid out.
• 28:31
  SPEAKER_01: We did multiple cycles of flushing to make sure all of it got out of there.
• 28:35
  SPEAKER_01: There was nothing contaminated.
• 28:37
  SPEAKER_01: We dropped the pan to make sure there was no metal, no damage had been done.
• 28:40
  SPEAKER_01: We then refilled it with the correct fluid and gave it back to the customer.
• 28:46
  SPEAKER_01: And fortunately, that customer realized after the fact and left us a raving review.
• 28:51
  SPEAKER_01: You can go check it out on Google.
• 28:53
  SPEAKER_01: But that was a situation where we went above and beyond because we felt like it was the honest and the ethical right thing to do.
• 29:00
  SPEAKER_01: That cost us about sixteen hundred dollars.
• 29:03
  SPEAKER_01: Okay.
• 29:03
  SPEAKER_01: And that was that was more than what we had made on that transmission.
• 29:07
  SPEAKER_01: And the customer is the one that provided us the incorrect information.
• 29:11
  SPEAKER_01: But we're here for the long term.
• 29:13
  SPEAKER_01: Absolutely.
• 29:14
  SPEAKER_02: And it just that's where we are in the different game.
• 29:18
  SPEAKER_02: We're in the different game, and we're a franchise dealer, we're a multi-generational dealer.
• 29:21
  SPEAKER_02: That's whenever I get into a customer that finally gets to one of us that is just hot, hot, hot, and you listen to them, they're so mad about the situation, probably of lack of communication, that we finally get into.
• 29:35
  SPEAKER_02: And when it gets to us, we're finding a solution.
• 29:38
  SPEAKER_02: We're not necessarily telling them no unless it's that customer you have to fire and we have to deal with that.
• 29:44
  SPEAKER_02: Yeah.
• 29:44
  SPEAKER_02: But we're finding a solution and we get to it.
• 29:46
  SPEAKER_02: I'm saying, hey, I'm standing here.
• 29:49
  SPEAKER_02: I'm still going to help you.
• 29:50
  SPEAKER_02: Or if we have the opportunity, we make it right before it even gets to that situation.
• 29:55
  SPEAKER_02: That's right.
• 29:55
  SPEAKER_02: So that's really big there.
• 29:57
  SPEAKER_02: So customers, blanket, and of a used car salesman that is a standalone lot, there's still plenty of them out there that are great, reputable people.
• 30:09
  SPEAKER_02: Absolutely.
• 30:10
  SPEAKER_02: That's where a lot of the bad names sometimes will come from.
• 30:14
  SPEAKER_02: Most of the time, your franchise dealers are held to such a high standard from the manufacturer because they get so much backlash, they're good.
• 30:23
  SPEAKER_02: Now there's plenty of them that play the game, but majority of them definitely are leaps and bounds above what you think.
• 30:29
  SPEAKER_02: The best salespeople have never sold a car before.
• 30:33
  SPEAKER_02: Majority of the time I say yes here.
• 30:35
  SPEAKER_01: Yes.
• 30:35
  SPEAKER_01: Yes.
• 30:36
  SPEAKER_01: So you know, we want to hire from any kind of customer service industry, the restaurant industry, the hospitality industry, uh, cell phones.
• 30:44
  SPEAKER_01: But but there are other salespeople too that are good salespeople.
• 30:49
  SPEAKER_01: And we've hired them and they've adapted, but you can tell pretty quick during an interview.
• 30:52
  SPEAKER_01: Yeah.
• 30:53
  SPEAKER_01: Experience is overrated in car sales.
• 30:55
  SPEAKER_01: I I don't I don't think so.
• 30:57
  SPEAKER_01: You know, it's it's not.
• 30:58
  SPEAKER_01: You have to have the experience of dealing with people.
• 31:02
  SPEAKER_01: Dealing with people on the drive.
• 31:04
  SPEAKER_02: Those two you just you can't replace.
• 31:06
  SPEAKER_02: Nope.
• 31:06
  SPEAKER_02: Service department is a real dealership.
• 31:09
  SPEAKER_02: Sales just gets the credit.
• 31:11
  SPEAKER_01: Sales, service would not be there without sales.
• 31:14
  SPEAKER_01: They start it.
• 31:15
  SPEAKER_01: You know, now we'll do about 45,000 repair orders this year.
• 31:19
  SPEAKER_01: That's massive.
• 31:20
  SPEAKER_01: And service is the glue that keeps the customer connected to the dealership because they'll come see the service department three times a year.
• 31:27
  SPEAKER_01: They'll come buy a car every three years.
• 31:29
  SPEAKER_01: That's a nine to one ratio.
• 31:31
  SPEAKER_01: But without selling them a car, they would have never gotten introduced to service.
• 31:37
  SPEAKER_01: So they they they work together there.
• 31:39
  SPEAKER_02: Yeah.
• 31:39
  SPEAKER_02: Most dealership advertising is wasted money.
• 31:43
  SPEAKER_02: That's correct.
• 31:43
  SPEAKER_02: We just don't know what 50% is.
• 31:47
  SPEAKER_00: And I had a guy teacher that a long time ago.
• 31:49
  SPEAKER_00: He goes, I can say 50% on advertising.
• 31:51
  SPEAKER_00: I'm just not sure which 50% it is.
• 31:59
  SPEAKER_02: Commission makes good people worse.
• 32:02
  SPEAKER_01: Um it depends upon how you define commission.
• 32:06
  SPEAKER_01: I put incentive and volume bonus now in the same category as commission.
• 32:12
  SPEAKER_01: People that are driven in type A personality, they don't want to set salary.
• 32:18
  SPEAKER_01: Um, they don't want an hourly pay.
• 32:19
  SPEAKER_01: They want to be paid what they're worth and what their production is.
• 32:23
  SPEAKER_01: So commission gets a bad wrap there.
• 32:26
  SPEAKER_01: A lot of our plans have moved to volume and bonus and key objectives for them versus just how much we made on the car.
• 32:34
  SPEAKER_03: Mm-hmm.
• 32:35
  SPEAKER_01: Absolutely.
• 32:36
  SPEAKER_02: Hey, a couple of quick questions here at the end to finish up there.
• 32:39
  SPEAKER_02: If you could change one thing about the industry tomorrow with no pushback from customers, manufacturers, or anybody else, what would it be?
• 32:46
  SPEAKER_01: Streamline the buying process and the pricing.
• 32:50
  SPEAKER_01: Yeah.
• 32:50
  SPEAKER_01: For sure.
• 32:51
  SPEAKER_01: And then on your side, what's something customers believe about car dealers that's actually true, even though we'd rather not admit it?
• 33:04
  SPEAKER_01: I don't know, because if it's going through of we admit it, I'll I'm gonna throw one to you here, I'll softball it to you.
• 33:14
  SPEAKER_01: Yeah.
• 33:15
  SPEAKER_01: Is that we make more on their trade than on the vehicle that we sell them.
• 33:18
  SPEAKER_01: Absolutely.
• 33:19
  SPEAKER_01: And and that's true because we make money in parts and service getting it ready and then selling it.
• 33:23
  SPEAKER_02: Yes, and we have to look more of a of that it's a total dealership deal.
• 33:29
  SPEAKER_02: And customers then will get aggravated at us.
• 33:32
  SPEAKER_02: You know, we recently had a really nice truck that had been for sale on marketplace, and he had tried to sell it for a while, and good customer of ours, and ended up trading it to us for less than what he was asking for it, but then we had put it on there and sold it quickly after he had traded it back in, close to what he was asking on marketplace.
• 33:53
  SPEAKER_02: He's like, Well, that went quick.
• 33:55
  SPEAKER_02: It was a nice truck.
• 33:56
  SPEAKER_02: Yes, it was, but we went back to, I said, I just want to share this with you because it was a good customer.
• 34:02
  SPEAKER_02: I said, we spent fifty three hundred dollars on the reconditioning process.
• 34:06
  SPEAKER_02: That was detailing and that was fixing all of these different items.
• 34:10
  SPEAKER_02: So we put that in there, and what we had given him, he said, Well, y'all, so y'all had six thousand dollars more in it than whenever y'all gave me money for it.
• 34:20
  SPEAKER_02: I said, Yes.
• 34:22
  SPEAKER_02: People forget that quickly.
• 34:24
  SPEAKER_02: They forget that quickly.
• 34:26
  SPEAKER_01: That's such a good point.
• 34:28
  SPEAKER_01: And not only that, we give a guarantee with it.
• 34:31
  SPEAKER_01: Yes.
• 34:31
  SPEAKER_01: So then when we sell it, we put up to a five year 60,000 mile powertrain with it.
• 34:35
  SPEAKER_01: Uh-huh.
• 34:36
  SPEAKER_01: Where then we're gonna, and when you were selling it on marketplace, you're like, that's yours.
• 34:41
  SPEAKER_01: Yes.
• 34:42
  SPEAKER_01: You aren't guaranteeing anything.
• 34:43
  SPEAKER_02: Yes.
• 34:44
  SPEAKER_02: Like, as much as people think we are not the buddy holly of Matilda that glues on cars that rolls back miles, like gone to the days of that in modern times, we want to sell you a quality product so it's not you're not having trouble with your family.
• 35:02
  SPEAKER_02: Last thing we want to do, and we we really analyze that whenever we go over our used vehicles, is this a now, there's different levels of a stop, start, steer that it's just a good dependable driver, and it doesn't matter if it's different colors, but is this a good vehicle?
• 35:18
  SPEAKER_02: Would I drive in this vehicle down the road with my family?
• 35:21
  SPEAKER_02: No, that's that's a great point.
• 35:22
  SPEAKER_01: Man, what a great discussion today of you know, you kind of got us wound up.
• 35:26
  SPEAKER_01: Uh, thank you, Craig, our producer uh team on talking behind the scenes on the stuff that maybe aggravates us or we don't say out loud about the customer.
• 35:35
  SPEAKER_01: They always get to be vocal, we don't get to as much.
• 35:37
  SPEAKER_01: So that's been fun to look behind the scenes and look for opportunities there.
• 35:41
  SPEAKER_01: As always, visit our visit Lewis Superstore.com to check out all of our inventory and specials, and this podcast and over a hundred more at Crossroad Conversations Podcast.com.
• 35:52
  SPEAKER_01: Hey, thanks for joining us today, and we hope you enjoyed this episode.
• 35:55
  SPEAKER_01: Make sure to give it a like, share it with your friends and family, visit our website, and send us some questions.
• 36:00
  SPEAKER_01: We want to know what you'd like to hear, who'd you'd like to hear from, and what you want to see, or maybe even some questions for us to answer about either the automotive industry or just business in general.