How to 2x Your Car Count & 2x Your Revenue with $0 in Marketing

What's up, players? This is Joe Adams with Adams Automotive, the number one shop in America. This is Master Tech to Millionaire presented by Auto Shop Answers, where we talk about the transition from technician, master technician to business owner, CEO. You know, we have not been in this room for a couple of weeks because we're really busy and we're actually running our business.

So, you know, it's good to be back in this room. We are here today with the GOAT, the GOAT himself, Todd Hayes, and we are going to be talking about what I believe to be the biggest inefficiency in the entire industry. This is the number one arbitrage in the entire market. Todd told me this story, and I'll get to that later.

He said four years ago, Joe, we have absolutely zero risk. And I said, Todd, you're crazy. Everybody has risk. I just got out of four years at UT.

They said, man, there's time value of money. There's risk when you invest your money. Everybody has risk. He looked at me.

He says, Joe, I've been doing this for 39 years. We have absolutely no risk. And I'm going to tell you exactly why today. So without further ado, Todd, how are we doing this morning?

What are we going to be talking about today? What's going on, Joe Adams? Wow. It's been a while.

Man, by the way, congratulations on the launch of this podcast, Master Tech to Millionaire, which is serious stuff. I think the hardest thing for people to understand Joe on what you're doing is you're speaking truth to the industry and you're speaking real business you know just take about I want to talk about three master techs that are millionaires now if you don't mind sure off of the business model let's talk about Charlie Zalakos Wow you know here's a guy who spoke four words you guys have all heard his story if you haven't please listen to some of the past product, past podcast, but he spoke four words. His heart is so good. He is one of the most talented operators you will ever meet.

He is now the COO of Houston Boston Partnership. And that means that when I'm gone, kaput, whether I'm retired or dead. Charlie will take on. I'm not dying.

I have no plans on dying. But man, you have to also think ahead on, man, if something more to happen to me, this company continues on. But think about it. Here a guy is a Greek immigrant.

I meet him 13, 14 years ago, and now he is by far a millionaire. I mean, he has done a great job last month, all-time record revenue, crushed it at a million dollars, over a million dollars. But here's what's so amazing about it. He has a two-bay, four-lift store that I met him at.

He was doing $20,000. Now, Joe Adams, you have been to that store. What do you think about it? I think it looks beautiful, man.

They just put down the ice rink, but they had, you know, dude, it's got six parking spots. He leases his neighbor's driveway for $1,200 a month. They did, man, they just redid the floors, Todd. How'd they do?

They had no bays. They had one bay to PMI cars. Nowhere to fix the cars, and they actually shuttled all the vehicles across the street a mile down the road to his Newton location. And how they do they sold 20 000 every single day except for one like literally they average 15 000 15 000 without a shop yeah yeah i mean without a shop answering the phone saying yes customer would drop off the car they had one bay pmi get it sold get the customer home get them in a loaner car what was that what was that did you say answering the phone and saying what oh yeah yes we'll get to that okay so keep going so keep going mission critical but think about it you You know, they had no excuses.

The Newton store on its own had their second biggest week. Watertown had a massive week operating without a shop. Without a shop. Now, see, you can make excuses.

And my industry thinks it's a seasonal business. And it's absolutely hysterical. You know, a matter of fact, we hear things like, well, the rodeo's in town. Well, it's tax time.

Well, man, people are on vacation. Oh, wow. It's Christmas. No one's going to shop.

They don't have money. They need to buy a GI Joe or the Kung Fu grip. all this crazy stuff that you hear out there. If that were the case, why would anyone get in the car repair business? And see, we're not in the car repair business.

I want to make sure I'm very clear on that. We're in the auto hospitality business, but I want you to hear this. So Charlie's Alacos now has these two amazing stores. He did over a million dollars last month in revenue.

Combined. Incredible. Yeah. Combined.

Incredible net operating income. He's going to his Houston operations, not including his partnership with other shop managers, not including his position in Houston-Boston partnership. I mean, here a guy did not speak English. Four words, straight up.

Straight up four words, and he has gone from master tech to millionaire. Bill Broussard had a gas station, a little three-bay gas station, which he has expanded that three-bay gas station. The guy's going to average between $500,000 and $600,000 a month. Great profitability.

As a matter of fact, his record month on profitability was $175,000. Now, we just spent, 4th of July, we had a board meeting in Boston. How was that board meeting? Do you think Bill went from a Lexus master technician, started out in a two-bay garage, two-bay garage, and now he's a millionaire?

Can you see it? Yeah, you can absolutely see it because it has nothing to do with the car. It has absolutely, absolutely nothing to do with the car. It is a sales job.

It's a customer service job. It's a phone training job. It's an advertising recruiting job. It's a closing deals, real estate job.

Bill is our specialist when it comes to dealing with, man, stuff that I hate dealing with. Todd, I like training on sales. I like training on intensity, training on phones. But man, Bill, we lean on him so heavily.

He's going to be our future growth officer. He kind of already is. He's playing such a key role in our Houston-Boston partnership. And I honestly don't want to forget Perry Adams.

Stud. Perry Adams. Wow. I'm sitting in Perry's store right now.

Here's a guy, Perry Adams. Perry is a little older than I am, but we have known each other since we've both been in the Houston market and business. It's amazing how God put us together. But think about it.

Your dad really worked at a dealership, quit the dealership, went out on his own. 1980. With this little tiny shop. He had an opportunity to buy the building that we're in right now. But it was just a small building.

I mean, a little couple of metal building. And now it is the largest automotive service center in the country. I mean, that's absolutely amazing. So we talk about, yes, is Perry a master of tech?

Yes. Did he become a millionaire? Yes. Those are three examples.

So be very careful who you're listening to. When you walk into Adams Automotive and you look at that big wrench in the sky, and I will never forget about five, five and a half years ago, Perry needed my help on some accounting irregularities. He gives me a call. I walk in the door and Joe Adams has heard this story of Megan Times, I went, what is this?

Oh gosh. I looked right at Perry and I said, Perry, can I please just take over this operation for you? Can I run it? I will run this up to 500K so quick, which we did.

We went from a respectable average, about 250, all-time record was at 300 then. And we grew that, doubled the revenue in really three or four months. During COVID, by the Started recruiting amazing people and actually grew to an all-time record month of 1.2 million. But the thing that you have to hear about Perry—.

Is let me tell you something. This guy loves construction. I hate construction. You know, part of my success on my first deal that I took to private equity back in 97 was I hate construction.

And if you know me long enough, I'll tell you, just the smell of concrete kind of makes me get sick. Me too. So even when I was opening up stores back in the 90s, man, I wouldn't even walk into a store until it was completely done because I cannot stand construction. And then man, I'm an operator.

I can make those things rock and roll. And so here Perry is a great operator, but man, construction. Oh my gosh. It makes my life so easy.

I walked into a store that today we have over 50 lifts. Our record again is 1.2 million. We are an industry high water standard anyone should everyone that ever hears this podcast from anyone in the industry should come into Adams Automotive but for our shop tour for a rack attack before auto shop answers it's life-changing but when you see what Perry built this is a guy who had a little tin building here and then he bolted on another piece and bolted on another piece and bolted on another and add it upstairs. I mean, now it is like an amazing facility that I'm blessed to be a part of, and we crush it.

It's amazing. I get to come here every day, man. If you don't like what you do, you got to get better people. You got to get better training.

You got to be having fun. I have so much fun coming into these four walls every day. Part of that comes down to saying yes on the phone. If you're saying no on the phone, you're going to have no cars.

You're going to have bad people. You're going to have no business. Let's get into the meat of this. What I said at the beginning of the podcast is what Todd told me four years ago, which is, Joe, we have no risk.

We have absolutely no risk, which is a scary thing to hear when you're 23 and you just got out of school and everybody's talking about risk and everybody's trying to figure out what lane they're in, in terms of what career they're going to choose, how you're going to invest your money, et cetera, et cetera. What if, if I'm a buyer, if I'm an investor, what if there was a place I could park my money where there's literally zero risk and I'm guaranteed a return? I would probably put my money there. I would absolutely probably put my money there.

So what we have identified by recording phone calls, which we'll get into in a minute for 39 years, is there is still an inefficiency, an arbitrage in the market, which is if you go into any store in America and you just start saying yes on the phone and then you get a little bit better and then you start having phone skills, you start doing new customer intros on the phone, you start having great people answering the phone. Car count will go straight through the roof. So I'm going to tell a story. It's 2022 at this point.

OK, something like that. Maybe 2021. And we're about a year into now AutoCare Cyprus. It's in its Greenfield era.

You know, it's doing about $180,000 a month in revenue. It's not making a ton of money. Our all-time record now here is over 500,000. But at that time, Adams Automotive Blalock was doing, I think its record was 650 or so.

And you got to remember, we've got a 45-year history of customers. We got, you know, great demographic, great brand, great reputation. Some of these customers, you know, their dads and grandfathers, my dad worked on their car, et cetera. We're doing 650 and this store is doing 180.

And Todd, I go, yeah, Todd, we'll probably do 300,000 here eventually. I mean, and he goes, no, we'll do five. We'll do 500,000. And I go, what?

Todd, Todd, we're doing 650. How on earth is this store going to do five? And he goes, Joe, I've been doing this 30, 40 years. Like if you just answer the phone and say yes and execute great customer service, guess what?

They never go anywhere else. And then two years after this, you know, more customers are going to hear about us for the first time. And what are we going to say? Yes.

We're going to say yes on the phone. So the bar is so low, Todd, the bar is so low. And I'll let you go in here. The bar is so low in the industry that every single customer is going to keep driving their cars.

They're going to go out into the industry. And what are they going to say? They are going to say absolutely no on the phone. It's raining outside.

I got no oil left. My state inspector left for the day. My diagnostic technicians off on Wednesdays and Sundays. I can't get to you.

Absolutely not. How dare you call me and ask to do business? So without further ado, I mean, Todd, can you just talk a little bit more about that? I remember that day very well.

When I talk about a business model, we perfected a business model. Key to key to callback is a perfected business model. It is an N to N business model. I'll never forget my father-in-law was telling me, hey, look, if you do not have a business model, you really don't have a business.

And you don't. When you think about it, anybody can just open up a shop. I open up a shop. I have toolboxes and I have a lift.

That's it. Yep. Boy, that's an ugly, ugly life right there. That is an ugly life.

But if you build a, you know, think about it. I had to build this two-year business plan, performance projections, five years. Man, I had it down. Boy, let me tell you, my father-in-law was tough on me.

And so all of a sudden, I launched my first company in 86. And man, let me tell you, we're doubling, tripling revenue. Man, we're crushing numbers out, busted through 100K very quickly. Turning these stores into 200K, my first 200K store was in 1990, my Luetta store.

And what was your labor rate? I have no idea. It was a long time ago. It was a long time ago.

But you still, and so Joe was, when he was talking about it, he said, well, look, man, it's just a math equation. I run a $1,000 ticket average. I need 500 cars. Well, how hard is it to get 500 cars?

The early bed, early rides work I can't advertise. That's going to make your phone ring. Shared responsibility is, does advertising work? Yes, absolutely.

Now, here's the deal. If you are not recording your phone calls, you will absolutely call up one of my great friends, Phil Trangali of Echo Advertising, and you will go, Phil, your advertising doesn't work. And Phil will go, oh, well, I have these numbers that are call tracking numbers that I'm recording. Let's go to your calls.

And how do you think those calls go they go absolutely horrible he tells a story one time where the guy goes hey phil i want to stop your advertising it's a waste of money and todd goes oh really okay well i'm showing here on our call tracking number that you got 136 phone calls last month how many of those converted to an actual appointment you know how many it was like two so it's like okay i'm gonna pay him went to actually the phone would ring and it would go to an answering voicemail or voicemail whatever like come on so okay so let's let me i got another story here that i want to ask you todd but wait is it a shared responsibility yes if i can tell you i can advertise early to bed remember these phrases guys early to bed early to rise work like i can advertise that makes the phone ring share responsibility is you better say yes on the phone customer calls up says how much for breaks what type of concern are you having with your breaks what's that customer going to say he's gonna tell you what he's hearing with his brakes. You repeat it right back to him. Anytime you're experiencing a grinding noise, you need to have that inspected, your brakes inspected by one of my certified technicians. Is now a good time to bring your vehicle in?

Now, if you do that, Joe. You will double your revenue that quick, that quick, straight up. And so when we opened up the now store, it was nothing more than a math equation. I need 500 cars, $1,000 ticket average.

I'm there. And for me to run 500 cars is very, very simple. I mean, it really is. And we can tell you so many stories that that record now, the, I think that store now Cypress has a record of 580, 575, 550.

Yeah. Thank you. Hey, chill, chill. I always have to defer to Joe.

Joe, what's that record number? But man, they had 756 cars last month. And that's a new store, guys. It was from zero.

We did 50K our first month. That store was out of business. Flywood on the door. And here's what's wild.

I'm going to talk a little bit about these stores that are out of business. This store was a franchise unit. And it was, so I want you to hear this. So some guy invested his money into a franchise.

He bought the land and building, which we got for absolutely nothing. And you got to hear, we know every single aspect of business. So I drive by, I look at this store and I'm like, wow, man, that thing's a gold mine. We already come up with our brand now auto care.

It was perfect color separation. It was absolutely flawless for the now brand. So we launched this store and, and, and, and my gosh, you know, it's a rocket ride to the top and you have to have cash flow. You have to advertise and constantly training your people.

Yeah. And so that is a perfect example of building this asset by saying yes. Joe Adams will tell you, we found a calendar. This is such a crazy story.

We found a calendar on the wall. And you know what it said? Rodeo's in town. Tax season.

And it said tax season. Those are all the industry excuses to excuse out poor performance. I went, see it? That's how bad it is in the industry.

Anyone who thinks this business is seasonal is crazy. Does a water pump know that it's wintertime? Brakes. No.

Brakes go bad. Axle. Man, oh my God. There's one system.

Yes, heat breaks cars more, but there's only one system on the car that's seasonal, and that's air conditioning. Your tires, guess what? They wear out every part of the year. Your brakes, they wear out every part of the year.

It's the whole concept of internal control versus external control. Are you going to just give up for industry excuses? And when you think about these businesses that we have bought since we've expanded the Houston market. So we took the Houston market on, I mean, let's just say it was doing about 3 million.

I do believe we've far exceeded 30 million in the Houston market. Yeah, like 35 or something. Yeah, 35 million. Our total concept today, we're pushing 100 million.

I mean, just spectacular gross profits. And that's who you want to learn from, guys. You want to learn from people who've actually scaled. Now, I want you to think about every single store that we opened was a tech technicians store.

Is that crazy? I think about our Barker Cypress store that was owned by a technician. One employee. Who just was not trained properly.

See, I cannot go buy a toolbox and I can afford a toolbox, man. We got some toolboxes in our shops that are huge. I go buy a toolbox. I completely pack it with the best tools, all tell, scan tools, snap on, you name it.

I am a TIAB. This is a buyer when snap-on truck rolls in my door. Oh, man, can I fix cars? No.

See, it's not my profession. I will never be a master technician. But the minute you open up a business, that's a whole different set of tools. And that's what Auto Shop Answers does, is it teaches you how to run a business.

And please be very careful who you let whisper in your ear. If you're learning from someone who's never scaled a business, you are probably not getting the right information. If you're not talking to someone who's done a private equity deal, if you're not talking to someone who is truly a millionaire, I mean, think about it, guys. There are people out there spewing out wrong information.

You can't fake it till you make it. I always tell that to Joe Adams. When I'm sitting in front of private equity, am I faking it, Joe? No, you're extremely confident because you've been there before.

Been there, done that, man. They know, oh, wow, this guy's got game. And we had a private equity guy in there really love, I mean, and I think this offer was about $300 million is what we're sitting at right now. And, hey, guess what?

We'll get more than that because, but we love this company. And here's the amazing thing. Man, I actually stopped in the middle of the presentation. We just shopped toward this CEO, founder of the company.

Was that presentation fire? Yeah, it was great. It's freaking fire. And you know what?

I stopped halfway through and said, man, you sure you want to keep going? because if I keep going with you, you will never want to do business with anyone but me. And he goes, yep, I'm going to see it all. And man, we crushed it. So he leaves and his partner goes, hey, give me a summary of...

Of the your trip to Adams and what was the summary Joe Adams Todd is a stud Todd is a stud that's it and so we're sitting about a 300 million dollar offer right now and we feel very comfortable with these numbers now let me tell you something you got guys out there trying to teach you guys how to diagnose a car that's what they're they are focusing on being the best at five percent of the industry versus I will make a hundred million dollars by the time we get off the phone half the time. Seriously. And I'm not boasting. I'm saying, man, this is what we do.

We grow companies. I want to talk about Barker Cypress real quick. Here is another example. This store, which is beautiful.

I think it's about a 12 bay operation, 14 bay operation out of business, sitting on the mat. This is a store I did not negotiate. Joe Adams will tell you I'm a pretty shrewd negotiator on our now AutoCare Cypress. I paid $1.525 million for that.

That store right now has a value of about $4.2 to $5 million. Yeah, we make money on our sell, lease, backslant. We make money on everything we do. But here's this beautiful store, empty, dirty.

Oh, my God, it was so dirty. Disgusting on the inside. The bays were just disgusting. And so- What was the revenue?

Oh, they were out of business. It was $40,000 a month. if they went out of business. Yeah, they went out of business. Yeah, they went out of business, which is really crazy.

They had one GS answering the phones. Like, that was it. Yeah, and see, it's like, wow, man. See, it blows me away.

But this is how my industry's ran. What is there a risk on that store? Absolutely no risk. Absolutely no risk.

So here's what we do. That's the point. We go in and Perry Adams, now I want to tell you how good this store is. Perry calls me and goes, man, Todd, this thing's got some good bones.

He goes, man, it's a great store. Look it up on Google. Look it up on Google. Please do, yeah.

Oh my God, it's gorgeous. Yeah, Adams Automotive Barker Cypress. Now, I will tell you, so I will never forget. I was in Daytona Beach.

I had to do a visit there. I normally like to go in for two or three days. I'm sitting at a drive-thru getting a cup of coffee at Starbucks, and I will never forget making this decision. Yeah, I'm not negotiating on it.

Let's buy it. I called my partners on the phone, conference call, and I said, pay them retail on it. And we did. We paid them exactly what they wanted.

And was that a good buy? Perry Adams goes in and crushes it. Now, when I tell you it's a beautiful store, this is a true story. Joe Adams will tell you this.

I walked out of this store the first day we opened it, and I started crying. I had tears in my eyes going, wow. This is the most beautiful store I've ever seen. This is Perry Adams' genius on fire.

It's gorgeous, guys. I'm so proud of this store that Perry allows us to operate. And you know what? We came over, hugged Perry.

Now let's talk about the results. Record. Let's talk about the results. What did they do last month in revenue?

In May, they did $556,000. $556,000. That was another man's dream. He's got a dry bite every day going, wow, what happened? What happened?

Was it a six-figure net? Yeah, 133. And that's not to brag. No, guys, no, no, we're not bragging.

We're just telling you the freaking truth. Like, wow, man, this is the most amazing business. When you talk to Joe and I, it's about passion. We absolutely love what we get to do.

Glenn Pickle loves what he gets to do. Charlie Zalakos loves what he gets to do. When we have people come into training through Auto Shop Answers every month, they walk out changed. Do you understand that?

They are changed. Now, think about that store. What did it do over the last two days? It broke in all time.

Did we break the record? Last week, we sold 166 and cashed out 130. So whatever that is. And we had a two-day total, I think, of like $90,000.

Yeah, like $90,000. Is that crazy? All-time record last week, $48,500. So the point is, okay, so how did we get here?

Obviously, we had a pretty store. We have a pretty store. It's a great demographic. What changed?

The parking lot didn't change. The roof didn't change. The location didn't change. The people and the image changed, and we started saying yes on the phone.

And then we incorporate this great business model. So let's circle back to phones. That's what we're talking about today. And what I wanted to say is if you're doubting any of the things that we're saying, if you've made it this far in the podcast and you think these guys are full of it.

We're 25 minutes into the podcast. These guys are full of it, man. I answer the phone and I say yes every day. No, you don't.

So call your competitors and I want you to do what Todd did. I'm going to have Todd tell the story in a minute. I want you to call your competitors and I want you to try and get a check engine light looked at after two or three o'clock in the afternoon at any shop in America. If it's on a Friday, even better.

And I guarantee you, there is about a 95% chance that they will say no on the phone because they think what everybody else thinks, which is my technician left. I actually have to fix the car. There ain't no way I can get parts. How on earth does this customer expect me to fix their car when you don't have to fix the car?

You just have to get information to the customer. a broke check engine light on a 2018 Yukon is about $1,000 guaranteed slam dunk home run in my pocket. I just have to pull a code, put a great presentation together with AI and pictures, and I'm going to close that deal and I can pay $23 to Uber them home. I have a shuttle. A lot of people don't have shuttles.

They don't have Ubers. I can have a shuttle, Uber, or better yet, give them a loan. You do not have to actually fix the car. You can fix the car tomorrow.

You can fix the car on Monday. They just want information as fast as possible. So the next thing that I want you to do is if you're really confident, call your own store and mystery shop your own store. Please do not call our stores in Houston.

We are very busy. Every time we do a training program, we'll have 80 people call our shops. It's like, come on guys. I promise you we answer the phone and say, yes, you can check on Google street view.

We got full parking lots, but what I want you to do is exactly what Todd did 40 years ago. Todd, I want you to walk us through the story and it's It's so much easier, by the way, now with technology and Rilla. We'll get into that. But I want you to walk through the Radio Shack story just for people who haven't heard it.

How did you realize that this is such a big inefficiency and that you actually have no risk? Can you walk me through that story? Oh, absolutely. So back in 1986, I was like every other entrepreneur.

I launched this store. And I was calling around my competitors asking how much are brakes. How much is an oil change? Labor rate.

Yeah, what's your labor rate? Yeah, if someone's asking what your labor rate is, yeah, it's a shop shopping you. And so, man, what I heard was an industry that was so bad on the phones. Oh, my gosh, they were horrible.

And so, you know what I did? I decided to mystery shop my own store. And guess what, guys? We were so bad on the phone.

It was horrible. And so I went down to Radio Shack, which is no longer in business. I bought a Radio Shack recorder. I plugged it in with one of those little suction cups on the back of the phone.

I know Joe Adams, you weren't even born yet. I wasn't born for a while, brother. Let me tell you something, dude. That made me a millionaire right there.

So now I'm recording phone calls, inbound, outbound calls. And I'm like, wow, do you understand that really about 95% of the customers just ask, how much, what is it? So let's write a presentation for how much are brakes or what is it? I'm seeing something leaking from underneath my car.

What is it? The industry will say, what color? I will say, anytime you're experiencing something leaking from underneath your vehicle, you need to have your vehicle inspected by one of my certified technicians. It is now a good time to bring your vehicle in.

So look, you guys are going to be cracking up laughing when you hear this story. How many people in the industry have heard this? Well, does it taste sweet? Oh, yeah.

Hey, hey, Miss Jones. My name's Mrs. Jones. I live in a $2 million house.

I've got my little pearl necklace on. I want you to look, you know, get this image in your mind. It's a Range Rover in front of this beautiful brick house. And she's got fluid leaking on the ground.

And her husband says, hey, did you taste it? Did you put coolant on your freaking pinky and put it in your mouth? I have heard people answer the phone and they say, well, does it taste sweet? I've actually heard that.

It's like, it's so simple. You just be excruciatingly kind and nice customer service. That is so good that it actually freaks the customer out. And you just say, Hey, I'm going to fix your problem.

Cause Todd, what are they, what flag are they waving right now? Should be laughing because every, if you're listening to this podcast or in my industry, you know, you've heard that. You know, you've heard that. Think about it.

Little Miss Jones tells her husband, I'm seeing something leaking from underneath my car. And he goes, oh, she goes, it looks like his screen. And he goes, well, taste it. Taste it.

It's like, are you kidding me? And so, so seriously, it's how much, what is it? And so we started recording these phone calls and that's where the anytime presentation happened. That was in early 1980.

By 1987, January of 1987, I had my first training on anytime presentations. And then I just became obsessed, obsessed with recording phone calls and phone skills. So one thing I want to ask you, Todd, that sounds pretty hard. Radio Shack, that sounds extremely difficult.

So the point is it's visibility into your actual company, which is the conversations that are happening between your team members and the customers, because that is the product that we were selling is peace of mind, customer service, speed of service, speed of the presentation. That is the entire flow of information for everything that you need to know about your business is if I could listen, if I could actually listen to every single call, do you think that would impact my revenue? Absolutely. How about every touch point?

Every single touch point. So back in the day, Todd, it sounds like you had to get a freaking, and you had to get like a tape. What are the, I wasn't even born. Wait, this is so funny because this morning we were talking about our take five.

You had to push play record on every inbound call. And then before you do a sales presentation, play record, did you push play record? Wow, that was, oh God, I forgot to push play record. And so you'd actually have to record every call.

And so did we do it well? We wore those cassette tape recorders out. That's because we just wear them out. We did so much.

Phone skills training and recording calls. But guess what, guys? It uncovered an amazing tool, which is about phone skills. Every single touch point.

Who would ever know that when I was writing these presentations in 1986, 1987. 88, 1990, that I was creating a touch point, a business model that AI now can be directed. I want you to answer this phone with AI, AI score it, AI tell me how I did. I want you to analyze this call and then I get to go back and listen to it. I have Rilla Watch.

So Rilla is live. That means I can do a meet and greet on the drive. With Rilla recording it, and I get to have AI analyze it with me. Woo!

Our entire, every single piece of our concept now from key to key to callback is completely recorded through Rilla AI, which is amazing. So shameless plug here. If you're not familiar with what Rilla is, they're one of our partners. They're amazing.

So 40 years ago, it was a suction cup and a tape recorder, whatever that is. And you actually had to do the work. That seems really hard. Now we've got artificial intelligence.

Rila is a voice analytics AI software platform utilized for recording in person, not through the phone, in person and through the phone. So not just through the phone, I mean, excuse me, in person and through the phone, every single interaction that you can possibly have the idea of recording. So what our vision is and what we're actually executing on right now is 100% visibility into every single interaction between a customer and a team member of ours. That's the new customer introduction.

That's the invoice review. That's the show sale underneath the car. That's the incoming phone call, anytime presentation. That's the ISO presentation, selling the job over the phone.

We're even going to put it in the shuttle car. We're going to put it in the shuttle vehicle and we're going to have open-ended questions to data mine, as Todd says it, exactly. Hey man, why? Eddie's going to be in the car.

Ms. Jones, what took you so long? Where have you been taking your car? Why aren't you going back there?

Oh man, they didn't treat me right. They tried to take advantage of my baby. Oh, it's her baby. That vehicle's her baby.

That job is sold right then. Look, if I can, and not only am I able to record every touch point, here's what it actually is. It's not so I can be a police state and monitor and audit my people every single time. That's not about it.

It's just so that I can have 100% visibility into your entire business at a hundred X, like literally compared to a Radio Shack recorder, it is 1000 times faster. And it's an actual AI platform. It thinks it doesn't like just phone record. Everybody's heard of call scoring and it's like command F.

Does it have the word appointment in it, then it's a good call. No, I've heard horrible calls that got scored, you know, four stars or something. And it's like, wow. Okay.

So it didn't actually think what Rilla does is it runs it through our, our concept because AI is not good unless you have an actual concept to attach it to. And we've got a presentation with checkpoints every single time. I want to hear, did they introduce the customer to our company? Did they, did they talk about our features and benefits?

Did they offer financing? And this is beyond phones. We're going to get back to phones here in a minute, but Rilla is just so powerful because it allows us to have visibility, like Todd says, into every single touch point. So you got anything else on Rilla before I move on?

I want to add to that. When we talk about recording every single touch point. Does Tom Brady, let's just get into, we do not call our team service advisors. They're professional business athletes.

We run our company just like a pro sport because business is sport. Do you understand that? So that means that Tom Brady, Tiger Woods, Michael Jordan, every single time they step on the court is being recorded, watched, analyzed, and coached by them and coaches. You know, every time Tiger Woods practices at a driving range, he's recording it.

Man, that guy is doing his reps, doing his reps. And that's really what we are. We are professional business athletes. You got to hear that.

Business is a sport. It's a sport. Now, you can either play, you know, you can either play small ball, what I call little league flag football, because that's really what it is. Or you can play in the big leagues where we're not talking about making a million dollars.

We're talking about growing a billion-dollar company. Joe, will we grow a billion-dollar company? Without a doubt, yes. Without a doubt.

God willing. See, yeah, it's all about God. It's all about changing lives, and that's what we do. Our business is a ministry, but we are professionals.

We are professional business athletes. So can you imagine the minute that phone rings, boy, I'm listening to the call, and then I send out a shop tour, shop tour. Man, that customer's like already blown away. And then the customer drives up on the drive.

Ding, ding, out we go, doing a strong meet and greet. Just like the old days when a car would drive into a full-service gas station, that bell rings, we have a freaking ringer on our drive. Ding, ding, and out we go, strong meet and greet. Intake photos, try to listen to this, guys.

Two intake photos for my call center, which is state inspection oil change. I have Rilla Watch recording. How are you? Strong, meet, and greet.

Take a picture of the mileage. Wow. AI's taking care of my Carfax report, miles report right now. As we speak, it's crazy what we're doing.

Then we actually do a shop tour. So I've sent out a virtual shop tour. Now I'm recording with Rilla, Rilla Watch. I am recording a physical shop tour.

How important are those, Joe? The shop tour is actually, and I know we're talking about funds, but this is the most important part of your entire business. The shop tour and new customer introduction is by far the most important because, people do business with people that they like and they trust and they have a relationship with. Think about your best customer, the guy who's been coming or girl who's been coming for 20 years.

They drop the keys on the front counter. They say, hey, can you have it back to me by the end of the week? I don't care what it costs. You have a relationship with that customer.

You probably know where their kids go to school. You know where they grew up. On a shop tour, we are training our team members to ask open-ended questions. And the data on Rilla suggests that we need to be talking far less than the customer needs to be talking.

The customer, and we pick out on the shop tour things on their shirt, on their car. We had a gentleman the other day, and he had an army veteran thing on his bumper. And I said, man, thank you so much for your service, man. Is this your first time with us?

Man, where did you serve? That's all I said. Notice nothing about the car. I'm not talking about the water pump or the noise.

I'm talking about the relationship that I want to have with him. And he says, man, I'm going to the Bahamas. My wife got stationed in Saudi Arabia. I think I got the better end of that deal.

And now I'm cracking jokes about, it's like, and we start to build this relationship. He's been in the war or whatever. I say, thank you so much for your business. And I'm taking them around the shop or our team members take these customers around the shop and they buy when they, and it's not a sales thing.

I actually just care deeply about our customers. But when you have a relationship with people and they feel known, valued, understood, empathized with, and that they are like, not just a transaction, they do business with you. What a crazy, forever. What a crazy concept.

If you are outrageously kind to people. You open their door, offer them a water and know where they get their coffee and where their kids go to school. Do you think they're going to do business with you? Absolutely.

So what if I had an AI software like Rilla that can record these touch points on the shop tour and the new customer intro that I can actually provide instant feedback to any of my team members anywhere in the country? What a value add that is. So, okay. So I want to get, oh yeah, you got anything else?

Today, this was really fun today. How many, How many shop tours can we do in a day? Unlimited, all of them. Joe Adams, we were talking to a lady today.

Hi, how are you? First time customer. How'd she hear about us, Joe? Five years ago, she started coming because she saw the Christian messaging on our sign and she said, that's so sweet.

I said, oh, thank you so much. We really appreciate that. I start talking to her about where my parents have been going to church and this is all truth. I'm not selling, but I'm building a relationship with this lady.

And man, it was an excellent shop tour. What else, Todd? She has a Chrysler 300. Correct.

And her husband was going to buy a Chrysler 300. Her husband, unfortunately, passed away about seven years ago. She went ahead and bought that Chrysler 300. Is that car special to her?

Absolutely. Absolutely made it very clear. I have no desire to sell this car. So it's my professional obligation to absolutely look at that vehicle and, As a professional, give her exactly what she needs and take care of that car for her because it means so much to her.

And that's mission critical. See, guys, you have to understand my industry is not nice. They're not nice. Most people.

And here's what I'll tell you. We run this exercise at Auto Shop Answers, one of my favorite exercises. And you cannot even imagine what you hear people in our industry say on the phone. Hi, man, do you do breaks?

Yeah, I do breaks. But man, I only got one guy working today and you don't want him doing your breaks. Yep. Wow.

Seriously, these are a lot. I mean, we have a competition during this one breakout session on what's the worst call you can have. And it's absolutely amazing how mean people are. They're not nice.

They're not likable. And then they want to talk all this industry crazy jargon. So my favorite part about that exercise is actually oftentimes it's not even the bad people. I think it's the bad leadership because we had a guy go, man, my boss leaves at two o'clock.

I stayed here till eight o'clock last night. I'm not staying late for you again tonight. I'm going home to be with my family. Is that guy the worst guy in the world or does he just have horrible leadership that doesn't take care of him?

I don't know. No, maybe he's a really mean person. And I would venture to say, if you're just outrageously kind, no matter what your circumstances are, that you're going to get better customer service. You're going to take care of Mrs.

Chrysler. Check engine light this morning. You're going to take care of your people. The problem in the industry is horrible leadership, ivory tower.

They want to freaking go ride on the boat and do stuff that's not in the trenches. They don't want to take care of their people. They don't actually deeply care about their people. The industry has said, hey, man, work on your business, not in your business.

Oh, my God. That's nuts. Why not both? That's absolutely nuts.

Right. Work in your business and on your business, in the trenches with our wrenches. Have fun in the trenches man lead from the front it's mission critical mission critical yes and so these people need to be led but you know what you can look around the industry you know what you hear about a bunch of drinking a bunch of boozing a bunch of partying a bunch of i'm never going to open on the weekends because man i where i pay my dues not to work on the weekends well it's not about your freaking dudes. It's about your customers.

I was listening to Charlie. He wrote something. If you guys want to follow Charlie Zalakos on LinkedIn, he has some really great stuff. And he was asked, what's the first lesson you learned from Todd?

And what was it? The customer pays for everything. I looked at Charlie and I said, Charlie, everything you do, a customer pays for that. You want a new car, customer buys it.

You put gas in a car, customer buys it. You want to take your family out to dinner? Yeah, a customer pays for that. See, a customer comes in, pays us.

We allocate some of that to advertising. Some of that to rent, some of that to labor costs, some of that to parts costs. And what's left over is what we call our profit. And our profit.

Or if you're getting paid, an employee is getting paid by our customer. We just write the check for the customer through the funds they allocate to us to pay our team. A customer pays for everything. My father-in-law taught me that about customer service at the very beginning and it's the most important thing you can hear today on this podcast.

The customer pays for everything. If you have dual income with kids and they're off on the weekend, you might want to open on the weekends because that's when they're off. And people go, well, I'll never open on the weekends. I don't need money that bad.

Great. Amen. Have at it. But I will tell you, people say money's not, I want you to hear something.

People say money's not everything. It's not important. Oh, it is. God gives us talents so we can have abundance so that we can serve him.

Not only that, But it's our professional obligation to be available to serve our customer. That is our job. And so if I know I'm going to, I have been open. Only in this industry have I ever heard that people aren't open seven days.

Well, hey, is there a choice to be open on Sunday or not? But I will tell you, Saturdays are slammed. People are just burnt out. They don't like their business.

They don't like coming to work. When you fall back in love with your business, come to Auto Shop Answers. We'll show you how to freaking fall in love with your business. And what you have to do right now, if you're listening to this podcast, just step back and take a mental picture of your shop right now.

Would you work for you? That's a great question. Would you walk in and go, hey, man, sign me up for this tour of duty. I want to put my box in this shop.

See, our shops are beautiful. They are retail outlets serving auto hospitality. Anybody who's listening to this, if you're in an industry, you can fix breaks. You can do a freaking water pump.

Woo, woo. But can you offer great customer service seven days a week? be on call 365 days a year. Our customers allow us to grow from $3 million to $100 million, and we're about to push it to $200 million. We already have over $100 million lined up.

So that means it's a lay down. Do we have any risk to get to $200 million, Joe? There's no competition. No risk.

Do you understand that? See, because there's no competition in what we do. There's a lot of people go, man, there's car repairs on every single corner. Yeah, yeah, that's car repair.

We're in auto hospitality. We're in auto hospitality. And back on the money thing, man, it doesn't buy you happiness, but you sure can't help anybody without it. And you know what does buy happiness?

Frickin' helping people, being a servant, taking care of your people, watching people make more money than they've ever made in their life, get yeses from customers. They go home, their wife starts noticing, they're happy. They buy their first house. That makes me happy.

I get to see those pictures and I get to get those texts and that's what makes me happy. So no, I don't think it buys happiness, but man, it gives you, it's the, it's the byproduct of executing and keeping score and. But not having money can't help anyone. You can't help anybody.

And man, it takes so much stress away. Your family, they heal blindness over senior. Yeah, we do. They have a global ministry.

Yeah. No, it's a God thing, but it's a global ministry. Our business is a ministry. People come to auto shop and ask us, do we save lives?

Yeah, absolutely. Do we save souls? Do we change lives? That's what it's all about, guys.

God will provide for us financially. All right. So let's circle back to phones. So, you know, Todd's always been so massively intense on the phones.

Well, I always thought it was because, you know, it's car count. If I'm not saying yes on the phone, I'm getting lower car count. That's the number one bottleneck to our business, but it's actually so much more than that. So look, why does intensity matter on the phone, Todd?

So one, look, if you're not answering the phone the right way, if you're not answering the phone with massive intensity, you are very, it is very unlikely that you're doing every other part of the concept with precision, with speed. Look, if you're answering the phone, I've heard this. Adams Automotive, please hold. Oh my gosh, you're fired.

Sorry. If you're doing that in our company, it's, you're just, it's not going to be the right environment. I've heard people hung over on the phone. Seriously, you guys think we've just always been this huge shop.

Todd is the person who kicked our ASS, I'm not going to say that word on the air, in order to jack up the intensity. All week, last week, you know what I did? All I did is I said, boys, boys and girls, if I hear the phone ring a second time, there's a problem. We better be ripping that phone off the hook, like freak the customers out with intensity and customer service.

I better be running to that front drive. If I hear that dinger, I was hearing the dinger in the shower in the mornings. It's in my dreams now. You know, it's like, that's it.

It's outrageous customer service, outrageous. Run to the front drive, run to the strong meet and greet. That's where the sale is. I'm excited.

Say hi to as many people as you possibly can take care of those customers. And guess what? If you're not physically in a store, You can actually just listen to how they're answering the phone and the intensity to which they are saying yes, because guess what? If they're not intense and saying yes and excited to take care of that customer, excited to grab that ticket average, excited to give great customer service, they're not taking pictures.

They're not tag teaming jobs. They're not offering waters to people in the waiting room. They're not doing shop tours. They're not reopening missed sales.

They're not freaking doing anything. They're not PMI in the cars fast because guess what? it's so easy. And once you know how to do it, it's a choice. Once you know, it's a choice.

So Todd, I want you to tell a story about, we have a term called stool sitter. We have a term and you've had this experience in Boston. One person. One, literally one employee can massively bottleneck your entire business if you're not listening.

One person. So who typically answers the phone in a shop, Todd. Yeah, it's a new employee. You'll have a new employee or you'll have a guy who's not intense, who's not working a speed rack.

And again, you guys might not know what a speed rack is, not working a presentation station. We call those stool sitters. Someone who won't get off their ass, someone who's sitting there waiting on the phone to ring, watching a YouTube video or something. It's ridiculous.

Like how my industry puts up with that. Well, I'm mystery shopping stores because I still do it with my own company all the time. And man, all of a sudden I go, who the frick was that? It was a horrible, no phone call.

So that meant the customer called in and man, my stool sitter guy said no. And my cells were down in the, in the store. If cells are down, what's the problem? Always phones.

It's always phones. See it is period. I will go to the Matt and tell you that if your sales are down, you have poor phone skills. You have poor salesmanship.

But let me tell you something, man. All of a sudden I, I answer it. I listened to another call him again. Oh boy.

There's my stool sitter. He was like half, half the calls. So what did I do, Joe? Got on a plane.

Yeah. Yeah, he was fired because he could not do it. And then what happened to sales? Oh, we doubled sales.

Straight up. Right back up. Straight up. Because we now have the right people answering the phone.

You have to hold your team accountable. We are a professional business. We are professional business. And I will tell you something, when I'm interviewing someone, I will tell them straight up, man, And a matter of fact, I will put you through training.

Here is our business model. We do not deviate off that. Now, if you can't do it, understand this. I will fire you.

Now, if you can do it, it will be the most ultimate career you've ever had in your life. Your wife will love you. Your family will love you. You'll make six figures, multiple six figures.

You can get rich. It is an amazing, amazing career. And let me tell you, when you have wives calling you up going, wow, thank you for changing my husband's life. Straight up.

When you have people telling you, man, I'm going to stand up next week and get baptized. When you have people tell you it's life changing. See, let me tell you something. We will continue to make a lot of money not to go out and do all this crazy.

We are out changing lives, guys. This is real stuff. This is the real deal. So another thing I want to touch on a couple of stories is so we know that one person can sit on a stool and literally ruin your entire company.

But that's guess what, guys, that's what the entire industry is dealing with every single day. And they just don't know it. They're not bad people. They just haven't been trained.

So I want to talk about a translation in your mind. If you're ever thinking about buying a store or if you're ever thinking about your own store. First is I want to tell the story about our Siena location. Okay.

We're going to buy the store. It's got great demographics. You know, it's got a pretty great, it's disgusting in there. I'm talking like the toilet smells bad.

It's broken. There's like this dental office upstairs. Smells like formaldehyde. People are getting high in the waiting room.

That's a joke, by the way. Anyway, but you know, we asked him, we go, Hey, how many cars are you guys seeing? And he goes, well, about five. And I was like, Ooh, five.

That's not that good. Monday through Friday. I'm doing the math in my head. I'm like, okay, that's like 25 cars.

Okay. dang that's not that good that's like 100 cars a month okay that's not that good and then guess what he says well and then there's the oil changes okay okay so now he goes that's like five to eight cars okay so now we're now we're talking and then he goes oh and then the stickers the inspections we get like 10 of those a day i'm hearing cash registers now it's like okay so you're telling me there's 25 cars a day so wait that's like okay yeah we can work with that that's 500 and then guess what there's actually another level to this he's saying no on the phone he's horrible on the phone. He's a guy who's like a nice guy, but he had absolutely no idea how to run his business. So you're telling me you're seeing the phone ring is like the phone's ringing 20, 30 plus times a day. You're saying no massively.

And you still got 20 cars rolling in your shop. Now, do I have any risk opening that store? No, absolutely not. Because I'm going to go in there.

I'm going to put lipstick on a pig. We're going to make it look really beautiful. Put buttoned up, train people in there and say yes on the phone. And in one year, we went from 80K a month at that store, previous ownership to 426,000 is our record.

And did we make money? And we made a bunch of money. And our team members get to have a lifestyle and a living and they get to freaking go home and buy houses and change their lives. Will that unit do 500?

It'll do 700, dude. It's got 750 cars. Every single customer is a new customer still, it feels like. Carly's little two-bay four-lift store did over 400,000 last month.

Guys, come on. It's amazing. I got another story. We got a client and they're thinking about buying this store.

You know, I won't tell you who it is, but they're like, man, should we buy the store? And I go, what's the car count? And, you know, the competitive, let's see. I say, what's the car count?

They said it's about 200 cars a month. And I say, who owns it? Well, this guy's got two of these stores. One of them's down the street.

I go, oh, perfect. Let's call his other store. And how'd they do on the phone? Horrible.

No script. The lady didn't even know the price of the oil change. I said, Hey, how much do you guys charge for an oil change at four o'clock? Seeing if I could get in.

She goes, Oh, well, it's like no training. You think that lady knows how to execute a check engine light call at the end of the day? No. And that guy owned this store that you're thinking about buying and he still got 200 cars a month.

I'm translating that in my mind to instantly 500 cars a month instantly because it's so quick because I'm going to go in there and I'm going to answer the phone with massive intensity. I'm going to say, thank you for calling Adams Automotive. This is Joe. How can I help you today?

Just like that. I'm going to say, man, I see it's your first time calling. I'm the owner here. Thank you so much for the opportunity to earn your business.

When can I expect you on the drive? Just like that. And I'm not even getting into my scripts yet, which we'll go into here in a minute. I know we're running out of time, but it's so worth it.

I'm instantly going to have five. And it's not because of me. It's because of great customer service. Todd has trained us how to answer the phone and I'm instantly going to have 500 cars.

So do I have any risk on car count? No, because advertising massively works until you get some lazy, bad person who's sitting on a stool answering the phone just to say no. So you're going to tell me I'm going to spend, we spend $25,000 a month advertising. I'm going to spend all that money.

I'm going to swipe a credit card into the phone to make it ring for a new customer. And then I'm just going to say, nah, my diagnostic technician's off today. Sorry, go F yourself. That's pretty much what I translate it.

When I hear a customer get told no on the phone, it's like, wow, I don't care about anybody except for me getting off at six o'clock today and screw everybody else. That's what I hear. But our people, our servants, our people are great, man. We have great leadership.

Glenn Piccolo, the amazing team, man. They say yes. They train our people to say yes. It is wonderful.

Joe, just real quick. How often do we train? Constantly. How often does Tiger Woods hit balls?

How often? Every day. Do we train seven days a week? What were we doing this morning at 6 o'clock Central Time?

We were training on objections. Yeah, what were we doing yesterday at 6 o'clock? We were doing our webinar. What would we be doing tomorrow?

Training on Rilla. We constantly train guys. It is about constant training. Seriously.

It's like, wow, business is business. There's no magic bullet here. No magic bullet. It's auto hospitality.

You can choose to go to drive through McDonald's or you can go to Eddie V's. Choose which business you want to be. So let's wrap things up here. If you made it this far, congratulations.

You are going to get really good at answering the phone for free. So here's step one. Okay. Step one, when you are answering the phone is you be extraordinarily kind and nice.

And you say yes. If the customer says, can you or do you or will you? Hey, can you do an oil change? Hey, will you help me with this?

Hey, you know, can you do this for me? What's the answer? Absolutely. Is now a good time to bring in that vehicle?

Absolutely. And you might be thinking to yourself, well, I don't have time at five. 545 to do an oil change. You don't have to do the oil change. You can inspect the car for a safety concern, and then you can present it to them and get them a ride home.

And then what if you do have to do an oil change? Big deal. Staff your store for success and do the oil change. I get the opportunity to show that first-time customer around the facility and meet great-looking people that are buttoned up, polished in a great facility.

I am going to say absolutely no matter what to all sorts of business all day long, no matter what. I'm going to say yes. That's step one. Just that will double your car count Next, if they say How much or what is it, Hey, how much do you charge for breaks?

I'm going to utilize the anytime presentation and you got to come into training if you want to train with us. But man, what I'm going to say is what type of concern are you having with your fill in the blank for whatever they said breaks? Well, every time I hear, you know, every time I back out of my driveway, I am hearing a squeaking noise. Perfect.

Anytime fill in the blank with the symptom. Anytime that you're experiencing a squeaking noise, when you back out of the driveway script, you need to have that inspected by one of my ASC certified trained technicians is now still a good time to bring in the vehicle. And they're going to say, you know what? It would be because you're outrageously kind and you hired nice people who are likable on the phone.

Well, what if they still give me pushback? I'm going to look up their phone number and I'm going to say, awesome. Let me get some more information from you. I've got your phone number here at one, two, three, four.

I see this as your first time in our facility before? What took you so long? Hey, my name's Joe. This is Adams Automotive.

It's my family's business. We've been operating with total integrity for 45 years. We're open seven days a week and I roll straight into a new customer introduction. And guess what?

They've called every other shop for their entire life. They fired them all because they're calling you now and they've been treated like trash for ever since they've been driving a car. And you're going to treat them like the nicest person on planet earth and say, thank you for the opportunity even just to call me today. Here is how amazing our family does business and we take care of customers just like you every single day.

What are the odds that person's going to blow me up on price? It's about 1%. I do this every day. We do this every day for a living.

If you just rewind that part of the podcast, and I'm not patting myself on the back. Todd wrote these presentations 40 years ago. If you just do that in your business, just do that, you will literally change the trajectory of your family's life. I'm not kidding.

You will change the trajectory of your career if you're an advisor listening to this. We have a partner now. His name is JJ. We're wrapping up here.

We're a little over an hour. He came into training the first time. This is in 2023. He was doing 150 to 180 a month.

If you do the math on that, I think his average week was like 40,000 or something, 30,000, something like that. His first week, dude, first week, he does 72,000. 72. You got to hear this. If you're on the call, you got to hear this.

And we're so excited, man. We get on the Zoom call the next week and he says, we go, we're so excited to hear him say, man, I'm doing AI. I'm using ChachiBT. I'm doing MotoVisuals.

I'm doing the Rack Attack. I hired about 15 people. I'm implementing the entire concept. We were like, man, this guy's a player.

He executed. You know what he said? JJ, how'd you do it? He said, man, we just answered the phone like it was our first day in business.

We answered the phone like we had just opened and every customer pays all of our bills. And we did 72,000. Boom. Just saying yes on the phone.

Just say yes. Realize that that customer will provide you a lifestyle. They put Perry's kids through a private school, paid for our college, allowed us to live in a nice house, go on family time vacations, and take care of every single one of our team members and all of their families too. and they get to go home winning every day. You think I'm not going to answer the phone and say yes with a good attitude?

Because they gave me everything and it's me. They gave me my entire life and I'm going to be mean and I'm going to act like they are a... An inconvenience. An inconvenience, thank you.

Like, really? No, I will bend over backwards and people say, well, the customer's not always right. Sure they are. Sure they are.

The customer pays for everything. thing. Look, sometimes customers are wrong and I totally understand that. But guess what? One of my first lessons that my dad taught me is, and Todd's taught me this too.

It can be very expensive to be right. Move on to the next freaking customer, man. Say yes. Todd, do you have anything else to wrap up?

I really enjoyed this. This was a great podcast. You got anything else? I hope you guys have an opportunity.

Go over to autoshopanswers.com. Look up our training schedule. Todd Westerlin is the president of Autoshop Answers. We have a massive infrastructure family of businesses.

It will change our life. JJ now has done over, I think they're pushing 500,000 right now. Records for 70, six figure net. There you go.

Multiple times. Four 76 figure net. He does okay. Yeah, he does.

So you can get by on that. But not only does he do okay. His whole team. His entire team.

I can think of multiple team members by name. Or I can think of at least one by name that is literally, he goes, I've seen a video of him saying, I just want to say thank you to Autoshop Answers. Like this changed my entire life. And that's not me patting myself on the back.

It's that guy had to go home and execute. That employee, that team member, JJ and his whole team. And guess what? He's making more money than he's ever made in his life. and he loves going to work, that will change your life.

I tell you, it is so fun. We were actually at the ASTA convention when I met JJ. And JJ is just such a beautiful soul. He goes, I don't know what I'm doing here, but God sent me here.

We prayed over it. We rocked that convention, which we will be back at ASTA in a couple months. And JJ said, you know what? I'll be in Houston, Texas for your next Auto Shop Answers.

And today he has become so successful his team is amazing and he is now officially a partner with houston boston partners and he's what a rock star a tremendous person is that tv commercial oh yeah he looks out of here yeah get out of here oh he's a ham he's a ham man all right players this has been joe adams and todd hayes with adams automotive auto shop answers and the houston Boston Partnership, Master Tech to Millionaire, where we take certified master technicians and we try to do our best to transform them into millionaire, CEO, stud operators in the industry. If you're looking for more information, please find me on LinkedIn, find Todd on LinkedIn, come down to Houston, visit us anytime. You can go to Boston, visit Charlie Stores, Bill Store. Man, we are just trying to lay it all out there so that we can do our best to disrupt and change an industry.

So we will see you guys next time. Todd, you want to give me a boom on On three. One, two, three. Boom.

Let's go.