Changing The Industry Podcast

Lucas Underwood 0:00
You're not gonna offend anybody on this show. I promise. Okay, but do you edit things? No, no. Okay. No, like,

David Roman 0:07
all right. All right. Unless you say something about somebody and you're like, you gotta you gotta cut that out. You can't

Laura Tierney 0:14
No, I won't say I won't say any names.

Lucas Underwood 0:16
Yeah, you say something about him, though. You can say really terrible

David Roman 0:19
about us. So.

Lucas Underwood 0:23
And did you know that he signed up for like five or six demos, and never done any of them?

David Roman 0:30
No, I did. I did. I did. I did one.

Laura Tierney 0:34
Hey, What's your last name?

David Roman 0:36
What's up? What's up? Not discuss that. Roman.

Laura Tierney 0:40
It's okay. I mean, if you just give me somebody at your place that I can

David Roman 0:45
show that turned into a thing to Oh, yeah, yeah. Can I make a tiny suggestion? Sure. You completely scrap your sales process.

Lucas Underwood 0:56
I told you, it's terrible.

David Roman 0:57
Here's it. Here's the thing. You have from what Lucas tells me a wonderful product. Yeah, amazing. Laura Tierney? Yes, ARS, right ARS loaner, shop loaner shop loaner in this world.com. Already? This website? Correct. Okay, so he raves about your product all the time. He says it's the best thing ever. I came every problem. Anything ever comes up loaner vehicle? He goes, Oh, well, that error is the. I'm like, Okay, well, I don't have that. Because I don't know what to tell you, man. And the price point is unbelievable. Okay, literally unbelievable. Okay, so

Laura Tierney 1:33
tell me where.

David Roman 1:34
So when you have a company say, Hey, you got to sign up for demo? Yeah, immediately. This is several $1,000 a year. That's the first thing you think. And the reason why they have to get me on the phone is because they got to pitch me. Otherwise, they're not going to close the sale, right? If I click on a button and it pops up, and it tells me that it's $1,000 a month, if that was not at $1,000 a month? I gotta be schmoozed, right. That's just the way it works. Right? Not at your price point. Okay, your price point, it's Can I get a free seven day free demo? And then after seven days, 14, if you want, after 14 days free demo. Nice. What's that?

Laura Tierney 2:13
Are we too nice?

David Roman 2:14
No, no, no, no, no, it's you guys are lovely. It's not, that's not what I'm saying. What I'm saying is, let me into the software. Yeah. And then when I sign up, or like signed, put in a credit card, you get 30 days to cancel. At that point, hey, we're gonna set you up with an onboarding specialist. Okay. And then we'll guide you through as answer any questions. And then we'll go from there. That's, that's it. That's the entire sales process. Because the price point that you guys are offering this at, doesn't need me to sit through a demo. I don't want a demo. And the this isn't just you

Lucas Underwood 2:53
will call back later and complain and be like, Why is this not working?

David Roman 2:56
I do not call anybody ever. That's obviously a lie. If anybody's ever heard any of our podcasts? No, I don't. I will

Laura Tierney 3:02
just say when people do my demo, oftentimes, they don't need any onboard or training if they are what I call tech savvy. So they do the like a 30 minute demo, and they're off to the races. Yeah. But we still offer onboarding and training.

David Roman 3:18
Right? Yeah, well, sure. For sure. And make sure you like your talk. Right. Okay. Sorry. Okay. No, I get that. Okay. If the the software when I remember playing with it, because I think you and I emailed back and forth at one point, and I go, Look, can you just let me in? Because I don't want I don't want to do any of this. Okay. And you said, Yeah, sure. Click here. There you go, go. And, yeah, it was intuitive enough, then I can muddle my way through it. And I can get in there and if there are some additional features or whatever. But even if you wanted to set up a seven minute video, or like here, let me show you through the software. And it's there. And no interaction. We have all that. That's wonderful. Turn it on and turn off the demo thing. Here's it here's the reason why.

Laura Tierney 4:02
Maybe we should offer like, Do you want a free trial? Or do you

David Roman 4:06
or do you want to? Here's here's the issue. I'm not trying to be

Lucas Underwood 4:12
you've got to remember this guy is like, Don't make excuses for me, dear. I'm making this for you. This little fella here is super like antisocial.

David Roman 4:23
That's not the that's not the issue. Here's here's what happens. We miss the demos, right? And I feel like a dirtbag it's because it you know, I missed we missed like the meeting. And then I get the third or fourth phone call like hey, look when you find a time and I'm like that it's not that. It's like we've got fires all day long. And that 10 o'clock appointment. We really meant to be there when we set it up. But I haven't even seen the software like I've got to do the demo before I can even get in there and see that this is this is perfect for me. Saurons asking is like community When you

Laura Tierney 5:00
click a button, sign up for a free trial, which we had, we had that all set up and ready to go like you basically are going to fill in your own data fields and create your own account. But we didn't have a whole lot of, we now have a whole lot of people getting from point A to point B with that, right. So that's what that's where the demo came in the hand holding the

David Roman 5:21
Yeah, I mean, I could see that. But I don't know why anybody would sign up. That doesn't make any sense. Yeah, maybe you were getting the wrong people. Why? Why would they sign up and go like,

Laura Tierney 5:34
Oh, on the website, it's

Lucas Underwood 5:36
super easy to set up? It is?

David Roman 5:38
Well, you would if you're going to get into the software, like why wouldn't you sit through and I'm like, Okay, I need the shops information. I need to put in the vehicle information for my loners, I whatever else that needs to be set up. Like why wouldn't you go through that whole process? And I hear this from the shop man the like, we both have shop where in our shops, right? And shop were used to do the seven day freeze free demo, or maybe it's 30 the iron remember what it was, but you could sign up? You could you could start running tickets in Shopware. From day one, just go. Yep. Which is why I loved it. Because I was able to click around and figure it out. Okay, about two or three days later, I get a call from shopper and they're like, Hey, I saw you signed up for demo. Just what I'm telling you like, that's what you guys need to do follow up call and be like, Hey, I saw you signed up for a demo. How are you liking it? What can I help with? What are you struggling with? And I went, you know, you guys don't have this, that the other. It's like, oh, you're on our freedom. We'll click click, click check it now. It's all there. And like, that was it.

Laura Tierney 6:45
So you think it would be nice if I put the free trial up for people who want to start with the free trial, and you fill out your own information you put your cars in, and they put their credit card in? So there's a little skin in the game that maybe even the game? Yeah, you've got 30 days, you got 30 days,

David Roman 7:01
and we're gonna hit you with the credit card after that 30 days, the price point is, is negligible. Yeah, for what you guys offer, right? It's an insignificant amount of what

Laura Tierney 7:12
we say that and we get people on the other end of the spectrum, and they're like, how much is this gonna cost? And I'm like, really?

David Roman 7:18
I mean, tell them the price. I

Laura Tierney 7:21
mean, I have people that have two cars, and I tell them, we have a $25 a month minimum. I mean, it's $9 vin. And we give price breaks for really large fleets. But the we have a $25 minimum. And people are like, well, I don't know if I want to add that or our shop integrations are $19 a month to pull data from your shop, or tech metric or whatever. People will sometimes will say to me, like really $19 What is that for? And I'm like,

Lucas Underwood 7:51
I we have to pay i i Forget about $60 subscriptions, and I'm like, looking through my bank account. I'm like, oh, there's

Laura Tierney 8:00
that. Yeah, right. Like, oh,

Lucas Underwood 8:02
it's so like,

David Roman 8:04
I think it's like, I think that for me, the threshold is like 150 Yeah, it once we hit 150 Now it's like, oh, I kind of felt that I had like I saw that come through. Yeah, I saw the bank account. If it's less than $100 I'm not even feeling it. Like it just pops up. It's like It's like my QuickBooks. Michael was like $53 a month. I don't

Laura Tierney 8:31
need it. Yeah, I can I get your credit card though. Before I leave.

David Roman 8:36
It's gonna expire at the end of the month. So

Lucas Underwood 8:39
I like I couldn't imagine not having sharper. I would be like all to pieces.

David Roman 8:45
It was terrible. lapped out cars, deer.

Lucas Underwood 8:49
That's why I'm saying like, I need that.

David Roman 8:52
Because it's clapped out. Well, yeah,

Lucas Underwood 8:54
the whole maintenance feature. So, so Jay doesn't just like here you go, here's a loaner. Here you go. Here's loaner. Hey, the wheel was falling off of that one.

David Roman 9:05
Oh, so what we do get around that is it when it feels like it's been out for you. We put a stickers in our windshields. So we're like, when we're checking it for gas, because that that's been the biggest thing that he's like, Oh, no, dear. They don't bring it back without gas because I hit their credit card. And I go, Hey, I need to do something like that. Especially when gas jumped up to $4 a gallon or whatever. Yeah. He locally. All of a sudden I'm like, Hey, this is a big deal that you used five gallons of gas. Because everybody's like, Oh, I just drove it home and to work once. It's like okay, what you didn't tell me it was 30 miles, and this thing is 15 miles per gallon. So you just use the two gallons. That's 10 bucks, that you just pedaled away that you're expecting me to cover that I didn't factor into my, into my invoice.

Lucas Underwood 10:04
But I mean, it's more than that. Right, like, so a that that's automated. And that's pretty cool. But like the whole liability factor of all this, right? Like, I was doing the little paper forms, right, like everybody fills out. Yeah. And then I signed up for shop loaner. And then I looked at that agreement, and I thought, shit, I could have been sued or something. This is not the same thing. This is not the same kind of agreement. Yeah. Right. Like what's, what's the, when we look at that, what's the difference? Because like, my paper agreement was basically if you wreck the car, it's your fault. If you wreck the car, your insurance pays for it. And I need a picture of your driver's license. Right? That was my paper form. It had some like legal mumbo jumbo on there, right? But then like when I signed up, and I printed my first agreement, it's like, all the way down the back of the sheet of paper, like a rental agreement. And I'm like reading through it. And I'm like, I never thought about that. And I didn't know about that. Oh, man.

Laura Tierney 11:06
Well, I mean, we started out in the car dealership world, right. So they're putting somebody in a brand new vehicle and their service department. And they have insurance companies that they subscribe to, for all their vehicles, they have a set insurance policy. And that shit set insurance company has a set form, or they have to use. And then over the years, we have car dealerships that maybe weren't in there courtesy transportation program, so they had no fallback. Where do we get the form from? Where do we go for insurance? And that's where we started with, you know, that pretty intense form on the back. And it's basically like you're driving a car that doesn't belong to you. Let me think of anything that could possibly happen. Right, that you need to be aware of,

Lucas Underwood 11:54
well, how many times have you seen that have to be used? I mean, do things happen to loners that those things on the back of that sheet of paper apply to?

Laura Tierney 12:04
Absolutely. So the back is like the kind of like everything you could think of plus the kitchen sink, right? You know? And I can tell you, I've had a few people call me up and say, Oh, my gosh, thank goodness, I had that form. Because as soon as I pulled that out, the insurance companies were just like, okay, yeah, you're completely covered, this person signed this other insurance was first. The second thing that I've had happen is people tell me, Oh, by taking their credit card, they know i'll just swipe their credit card or take their credit card and their deductible for their insurance policy, right through our system. Because we have their credit card number on file. And so they're not even going to mess around with that either. Like, you know, well, you're not going to pay out that $500 deductible. I have your credit card number. I'll take the 500. Yeah, it says right on there, you signed off, right, you would pay that and it

Lucas Underwood 13:00
puts like a hold on it just like a enterprise or whatever else, right? Like it, it's got a way that it does that.

Laura Tierney 13:06
Actually, it's in my opinion, it's better than that. Because if you rent a car, a lot of times you want to get paid up front, because there's nothing in the shop world, you will have their car, and they should come back to you to get the vehicle back. And so there's no real reason for you to charge them upfront before they walk out the door. At enterprise usually you see maybe even like a charge, and then they have your card on top of that to add on. incidentals, right. Whereas in the shop world, what we do is we put on a pre authorized hold it just tokenized as the card, let's say you want $50 held on their credit card, you're not really charging their card. And so there's no merchant account fee associated with that you create that token. And when you return the vehicle, we automatically released the hold. So now they don't see that $50 Hold on their card anymore. But that token stays attached to the agreement. And you can go back and reopen it and add charges when it's cool. Yeah, when they return the car if you know mainly that's going to be like an after hours type thing where drop it off after hours you come in, they haven't replaced the fuel they've you know, trashed the car and you want to charge them a detailing fee. You can charge their card at the time and the return it's still going to release the $50 and charge extra you know it'll charge 50 plus the extra with things like tolls, tickets and fines. Those are the things I called post return charges. You know, three four weeks go by and now you found out depending on what area of the country you live in.

David Roman 14:44
I've had that happen. I got a picture of the back of my Buick crossing through the K tag lane with no K tag in it. Like what what did the lady think she had a K tag I don't know I'm sharing with

Lucas Underwood 14:55
you but I mean rail cars that's what you do. Right like most rental cars you just You go and you get the fire, or they get the bill later. And the problem

David Roman 15:04
was in Kansas, if you go through the K tech thing with a K tag, it's $2. If you go through the K tag without a K tag, there's the fee for the toll plus the penalty, because use the lane that wasn't yours. So now it's $30. So now I gotta pay off $30. Or they're gonna, like lock my registration down.

Lucas Underwood 15:25
I'm just saying, like, I'm used to when that happens, right? Like, I rent Alamo all the time. They just put a bill on my cart, and I just pay and I go on about my way. I don't think another thing about it like, I'll never think

Laura Tierney 15:37
so you look back and you see, oh, you know, they was in this car three weeks ago, on this date, it had to have been him who went through that toll and had the violation, you charge the card. And then in our system, there's also a thing right at the top of that page, where you can send a text message, you can even set up templates so that you don't have to type it out every time and say, Hey, you remember per our rental agreement, or loan agreement, you agree that you would pay these things. So that's why you're going to see a charge on your credit card. And then that keeps them from a calling the shop upset. Why did I just see a $30 charge on my card? Right, three weeks later? Or disputing the charge? Which is a pain in the neck too? Yeah. And you have the documentation for the disputed charge on the forum, at least. But why do you want to have to go through any of that?

Lucas Underwood 16:25
Right, if you can avoid it. And the thing like the tracking of it, right? Because before when that happened, I had to go like pull out a piece of paper. And then I had to find it and make sure that was the person that was in the car. And then I had to call them and say, Hey, you had a toll fee. That was me that you know,

David Roman 16:44
I just paid the fee. I was mad too. I just sent the pay fee was top hands Kansas, Kansas makes it super easy. They're like, hey, just go to this website, click a couple buttons and you pay the fees. Thanks, Kansas.

Lucas Underwood 16:56
Well, I mean, I guess I'm just saying like,

David Roman 16:58
their entire tax is not like that, by the way. The tire tax in Kansas has to be filed with paper,

Lucas Underwood 17:02
paper. Same in North Carolina.

Laura Tierney 17:05
We should write some software for that, oh, that work. They

David Roman 17:09
have software for all the other taxes. And I'm like, Hey, you guys online, so I can just click a couple buttons and pay the tax sales. The excise tax, they're like, no. Okay, so you want me to fill out this form and mail it? Yeah. I'll get I'll get to it. Thanks for calling.

Lucas Underwood 17:27
So I guess my point though, is like you've needed this for a while. And like you can track your cars. You can track exactly where your cars like I can log in right now. And I can see where my learner quarters are. I can see I

David Roman 17:39
want to know where my cars are. I had I have this guy was like, old skinny guy. Yeah, he's like, Hey, man, can I get a loaner shirt? No problem. We put them in our Buick. My 99 Buick Regal it's a fine automobile. When we tell you the guy takes off. We fix his vehicle. He I think he brought it back a day or two late. And he comes back in he picks up his car leaves. We get on the car and the car smelled off. Smelled off those off the wrong the car we find drug paraphernalia paraphernalia in the in the vehicle and lubricant

David Roman 18:36
that's going on

Laura Tierney 18:42
if he was a male prostitute Oh,

Lucas Underwood 18:45
David that's right down your alley man.

Laura Tierney 18:49
One of my favorite things to do is we have what's called the do not rent list. Yeah. And so you put that guy on the do not rent list and you can type in a reason why he's not to get a car.

David Roman 19:00
Sometimes he was prostituting himself out I'm sure he picked up some some companions in my rental.

Laura Tierney 19:09
My favorite thing to do is to look in the database of the do not rent list the reasons for do not rent. Oh, empty Bala Remi found under the seat. You know, tons of them always say likes wreaked of weed. Yeah, yeah.

David Roman 19:24
Yeah, the weed the weed things like it's hard. Oh my thing now. i It's probably every third time we get a car back. It's one of the loners it reeks of we we put like do not smoke stickers is

Laura Tierney 19:40
all vehicle not smoke any? Yeah,

David Roman 19:43
you know, and that might be it. They're like, Oh, I'm not smoking a cigarette. So it's fine. It's not tobacco so it's fine to hotbox my car.

Laura Tierney 19:53
Well, and then it's in the sun a little bit. Do you think you have it removed? Oh

David Roman 19:59
yeah. The bottom ozone machine just just to try it, but it doesn't completely get rid of this. You have to run it several times before it'll it'll completely get rid of the smell.

Laura Tierney 20:10
I met a guy who does that for a living his it's called the odor doctor where he uses like high pressure like an air compressor to shoot into the air events. And then he also seemed cleans the seats with the ozone or something at the same time. I'm not tested it. I'm not gonna write Yeah, but I mean, he makes a living cleaning out a car.

Lucas Underwood 20:33
That's crazy. I thought of that. Any new business?

David Roman 20:38
That sounds like a really good business. But, you know, I often when I think about getting out of the automotive industry, because it's miserable. I think about what can I do that requires this little like complaint dealing with as possible, and something like that and really even get the smell out. Or you smoked in it again, like which one is it? I don't know. Seems like too much work. Too many moving parts.

Lucas Underwood 21:09
So you've got some some stories for us? Absolutely. Of the craziest loaner car stories you've got. Let's hear you. Okay, so

Laura Tierney 21:18
some of the things that we put on the agreement, we give everybody their own disclaimer box, I call it you put your own language on there about what you really don't want people to do in your car like smoke, but maybe you need to put don't smoke weed. Well, my car I have a story of a brand new like vehicle. And it said on the disclaimer box, no pets in the vehicle, right? It follow that rule. It took the car deer hunting and put a deer it was field dressed in the trunk of like a brand new Chevy Malibu brand new, brand new

Lucas Underwood 22:02
as a smell and a stain that does I mean, for those of you who don't know what that

Laura Tierney 22:07
well, but I have one that smells worse than that. So I have I have a customer down in South Carolina near the ocean. And they sent a car out. And it was again a loaner car. Someone took it the ocean to go fishing with a bait box bait bucket. Oh, put that in the trunk. It spilled in the trunk. The problem is they somewhat cleaned it up. But as you know, South Carolina gets pretty warm in the summer. So they brought it back close the car up. They didn't say a word to anybody about it. It sat in the parking lot for three days and like 95 degree heat. And they they had they couldn't do anything with that car. I think they had to like I think they wound up like taking the trunk apart and the back seat out of the car. Yeah. And how to replace like the lining of the back seat because it smelled like dead bodies. Yeah. I could not get it out

Lucas Underwood 23:08
that there are YouTube videos of guys who have mistakenly left bay coolers on a boat for a couple days. And they'll open it and like it's a thing like these people get these videos. They know that they're gonna have to open this bait cooler. And so they'll open this bait cooler and like there's challenges like it just started away. Right if you can keep it down. You can keep your stomach at bay open in this cooler.

David Roman 23:32
Is it smell bad enough? It'll make you puke.

Laura Tierney 23:34
Oh, yeah,

Laura Tierney 23:36
it's like dead body smell. Yeah, it

David Roman 23:38
smells a dead body. What's that smell like?

Lucas Underwood 23:40
It's bad

Laura Tierney 23:41
even ever smelled like even like a dead animal on the side of the road. That's been there a few days.

David Roman 23:46
Yeah, she like a dead mouse. I mean, you know, where

Laura Tierney 23:50
do you live? You don't ever like see like a roadkill? Like,

Lucas Underwood 23:54
fear. What about that Beaver and frozen?

Laura Tierney 23:57
Frozen doesn't smell.

David Roman 23:58
Yeah. That was a beaver blog.

Lucas Underwood 24:02
Yeah, that would be I would quit. What? I would just like, Oops, the car caught on fire.

Laura Tierney 24:07
I mean, that might be better.

Lucas Underwood 24:09
coverage in there. Like

Laura Tierney 24:13
um, I don't really want to talk about insurance fraud, I think.

Lucas Underwood 24:16
No, I'm gonna put David's name in there. It's okay.

Laura Tierney 24:21
Probably might be their best bet. Yeah.

David Roman 24:25
Huh. They have to scrap the car. Well, no, they replaced

Laura Tierney 24:29
backseat. I believe. That's where they were with that when they were just to the point where they had to remove the back seat like, wherever it had been wet.

David Roman 24:37
We were fixing some guy's car. It was a Colorado every time we got in it wreaked of trash like hot trash smell. Oh, yeah. And we like nobody wanted to drive this car and we were like pulling it out of it and moving it to the overflow lot and then pulling it back in front of the shop. And everybody's like, no, no driving it today. I can't stand the smell. So I'm like getting this Stupid I'm gonna find the smell. So I went digging in the guy's car, looking for the smell, just, you know, like no, I found it. It was a bag of potatoes had been sitting there for hours and even know how the potatoes were mushy potatoes get really nasty smell. Yeah, they're turned to mush. They had sprouted some that sprouted. But the bottom ones, the ones at the very bottom, it turned into into mush composted. Yeah, they had decomposed. And so compost doesn't smell on its own. If it's properly aerated, it's when it's not aerated and turns anaerobic, it's all of a sudden, it smells terrible. And that's how you know your compost doesn't get like moved around. And you don't have enough worms in there. You know, the good good bacteria in there is it shouldn't smell that shouldn't have smell, but that will sit in sitting in a hot bag, for who knows how long that guy left that in there for

Laura Tierney 25:56
a while I can tell you I have four kids, they're all grown now. But when I remember I had a Chevy Tahoe, when I had four kids, and they would be in their different places. And they're in for weeks. I'm like, this car just smells like fermentation. Right? You know, and you're looking around and you think you're gonna find like, their cup of milk or their, you know, whatever was an apple that someone didn't eat, and it had rolled under that third row seat. I couldn't find I mean, I was looking everywhere. I mean, but those seats like flip up. So when I finally flipped the seat up, same thing, it was like turned a liquid. It was like Apple wine.

Lucas Underwood 26:36
You know, the worst. The only thing we've ever had that was really nasty in a loaner car was that they had a car seat in the back. And one of the little ones like ensiling, like one of the infant's had, like, let her fly right mom had fed the infant, the infant burped up in the back of the car, and they didn't clean it up and down, like in the crack of the seat. Well, we parked the car and didn't think anything about it. Right. Nobody knew it was back there and it didn't smell when they dropped the car off and they they wiped it up. They thought they got it all. But it was the Jetta and you know how they've got like the bigger notch in the backseat because it's got the armrest. Well, it like went all down in beside. So it goes in there and it sits outside in the hot sun. And oh my god, this smell that thing had in it. And we've had like dog smells we were just talking about the the Talon country. She let her boyfriend drive it. He hits a deer. Right? The the vehicles isn't in terrible shape. And like of all the things the center console is out of the vehicle. And I'm like, How does this? Like what? Well, it was, it was really inconvenience we we took it out. You took the center console loaner car. Yeah, you took the center console. Do you still have it? Yeah, we've got it. Do you have all the stuff that attaches it? Yeah, got that too. Why didn't you leave it in it? Like, you know, and so they bring it back over? And like, how we'd rather just pay you guys to put it back in? Like you've seen the inside of this. Like, there's trash bags, and there's dog hair. And there's just I mean, it's disgusting. And like they don't even care. They don't even think anything about

Laura Tierney 28:15
it. How much did you charge him? $400 Oh, good for you. And I'm like,

Lucas Underwood 28:19
hey, it's gonna be $400 to clean this now like, okay, no big deal. Like you don't want to like clean it. No, y'all can do

David Roman 28:26
the fact that they were cool about it makes me okay with it. Like, okay, hey, you trashed it? Yeah, okay, charge me, whatever. So okay, we're cool. It's the people that are like, I didn't do anything wrong. Like, I didn't smash up your car? No, no, you did smash up my car. Like, what are we doing here? Yeah.

Lucas Underwood 28:43
Um, so let me ask you about that situation, right. The debt agreement says something on the back that they have to pay you. If you're without a rental car for a while, right? Or something to that effect, something to

Laura Tierney 28:57
that effect. It's like, I mean, I don't know the legal language, but it's basically like they've put you out of than they have to pay whatever you need to replace. Yeah.

Lucas Underwood 29:07
So a lot of insurance companies won't cover that. That's out of pocket out of their pocket. Is that right? Correct.

Laura Tierney 29:13
And, you know, there's, there's all kinds of things, but we try to keep it as complete as possible. On the back. I mean, it doesn't say you smashed up my car. Like Dave said, it's pretty thorough. And, you know, it's got a lot of that legal language that it's not going to come to me right now. But yeah,

Lucas Underwood 29:31
so I mean, it's it's like,

David Roman 29:33
it's, it's you could if you wanted to go out, you want to push the

Lucas Underwood 29:37
issue. Yeah. Yeah. It gives me like the right to do it. What happened with the van and I know these people, they're super sweet people, right? But but the problem is, is that they wreck the van after she wrecked her car and like she shows up and I don't know whose idea it was to give her a loaner car. She's on the she's not on the do not rent list. She's on the asterik list in our shop management software. which says,

David Roman 30:01
no marketing, like the

Lucas Underwood 30:03
need to be really careful here. And so she's on that list, we should have known better than then renting her car, let her use a car, right? Because she pulls into the parking lot. And she's like, My car's making a funny sound ever since y'all worked on it. And they said, Okay, can you tell me what the sound is? Not really. It's just It doesn't drive, right. And so one of the technicians walks out, walks down with her to look at it. And the entire side of the car is like ripped apart. And there's this big yellow and blue mark on the side of the car. And the right rear tire is completely flat. She's driven for miles to get to the shop and the tires like ground off of it. It's broke control arms. It's just and we're like, You wrecked

Laura Tierney 30:46
sounds like she hit like a retaining wall or something. painted yellow.

Lucas Underwood 30:51
And we said, you've you've wrapped you've hit something. She said, No, I have not hit anything. And I'm like, Nah, you

Laura Tierney 30:58
like evidence is here,

Lucas Underwood 30:59
darlin, we're friends. We've known each other for a long time. I promise you pay some Lucas. I have not hit anything. I'm telling you. I'm not hit anything.

Lucas Underwood 31:13
Look at the car. You've hit something. And she like genuinely believe she hadn't heard anything. What?

David Roman 31:20
I had somebody bring me back a vehicle for reeking of cigarettes. The guy complained to the whole time that he can you take too long on my car taking too long on my car taking too long on my car. It's one of those situations where like, Hey, I'm going to overdo it. So you don't feel like I wronged you. Yeah, that car. Like he had hit something with the car. He had lost my gas cap had stuffed wads of paper towels into the gas cap hole. Like, instead of putting a gas cap or going down to the parts store, and hey, I'm going to replace this gasket because I've lost it. No, no paper towel just was a paper towel just shoved in their entire vehicle wreaked of of cigarettes, he cut one of the leather seats, I get ripped it. And now it was like the the thing was just flopped over and you can see the cushion. And they were like, Hey, what happened to this car? Nothing? What are you talking about? Like, what did you do my loan? Or here? I didn't do anything alone or when my car keys?

Lucas Underwood 32:24
You do? Did you give him his Garki? I mean, like, what do you do in that situation? Do you just because mean, like you can get into a very confrontational situation just like that. You can.

Laura Tierney 32:33
I mean, hopefully you have an agreement that they signed, says that they trashed your car. And they're going to and again, you have some people that no matter what you do, they're not going to pay. I mean, at what point you have to like get a lawyer involved or, or something else. So there's a couple things I would, I would always recommend, number one, make sure the person has full coverage insurance, if they bring you in a car that looks like it cost about $2,000. They're not really a candidate for a loaner car. Yeah, because their vehicle, probably 100% does not have comprehensive coverage on it if they have a beater themselves. So you know, that's you hate to profile people too much. But if if their car's not really in good shape, maybe they're not a good candidate for a loaner car. But yeah, you You mean the agreements is a big thing. Full coverage insurance. I have a crazy story. Where you know, and again, with the insurance I have people ask me all the time, well, how do I know? And I recently heard that finally, the insurance companies are going to create a database where you can check a policy Oh, that's I mean, which I've been saying for years, like if we could just type in a policy number, and we could see its update, what kind of coverage they have. That would be phenomenal. So prior to that, and still today until they get this database going. Really the best bet is when someone hands you their insurance card, make sure it's not cut rate insurance either. You know, you look at it, and they've I don't know, different parts of the country have different things. But the general progressive is really not necessarily great. I mean, they offer really low rate insurance with not a lot of coverage for other people's cars. GEICO is another one that's again, questionable whether or not they're going to cover another car, really to call. I mean, I know it's a pain, but to call that number on there and say is this policy number one up to date? Yeah. Has it been paid for because here's my story. A high end German repair shop. Newer Mercedes Benz guy comes in with a new, newish Mercedes, expensive car. And so of course, you're assuming this guy's got you know, a 50 or $60,000 car. He hands me his insurance card all as well. drives off on their car. Do you? I do. totals it, like flips it upside down. Yeah. I mean, totaled. Right. They go to make the claim on his insurance. He hadn't paid his insurance policy. I mean, know how that you pay it monthly, right? Yeah. And they'll give you a card that says, it's got like, my card is a year? And how do you know that that policy is in good standing? Yeah. And so I'm hoping that this new database thing that they come out with is something that we can link to. And I'm hoping that, you know, anytime you try to get data, there's a charge, I'm hoping it's affordable as well, where we can say, hey, if you want this, where we can link into this, just I don't know, Insurance Bureau or whatever it's called, you type in the policy number, maybe you have to whatever. And then we say, you know, this policy is expired, not up to date. You know, not in good standing.

Lucas Underwood 35:56
Well, so, my experience, I had three cars wrecked, virtually back to back, and it was like, literally weeks after I got shop loaner. Like, I mean, weeks. And the first one was absolutely not her fall. Right. And, and to tell you, the Odyssey, yeah, that was honestly, and it scared me to death. I mean, it absolutely scared me to death. I was like hardcore. I was shaking. I was so nervous about what happened. She was like, right down the road from the shop. And she's she's trying to turn into this road. And attire truck, like somebody that we buy tires from, takes off and pulls out of the shop and takes off down the road. And he's running 65 mile an hour. He's not even looking. He's like looking at his phone or something. And the owner of the company finally calling, he's like, look, I'm so sorry, I don't even know what to say. But he was looking down. And it shortened that van by almost two feet, right? Like the van was shorter than it was. And like put her in the hospital put her little 16 year old daughter in the hospital and I felt terrible. I was like, Oh my God. And so to tell you how bad it was the insurance company came back and they're like, whatever you need, replace your van. Whatever you need to be whole. You need money for rental, whatever you need. In the meantime until you replace your van. Here you go. I gave $4,500 for that man. And they gave me $9,400 back. Right. Nice. Two days later, a veteran had loaned our Avalon and we got his car done, and we call him and he won't answer. We're like, hey, let's garden. Send him a message through shop owner. Hey, your Reynolds's or your learner is expiring. It's time to return the loaner still want to answer and we call him and we call him he can't get ahold him we texting, emailing the whole nine yards, can't get him anywhere. And so at 3am I started getting all these voicemails on the shop fog. And my phone was like going off one right after another. So I listened to the voicemail. And he's like, You loaned me a piece of shit. And like he's he's slurring his words, and I can't understand anything he's saying. And so I didn't know what else to do. I tried to call him back. He's like, Yeah, it won't go. It won't go. It just won't go. And so I didn't know what else to do. I called the local police department. I'm like, Hey, can you go find out what's going on? Like, it's an hour from where I'm at. It's 3am What else am I gonna do? So I call him and they go out. And they they find him and they said, we don't believe that he's intoxicated. We believe that he's having a Episode Episode. And, and he's disoriented. He we he's either taking a medication that he wasn't first aid before or something like that. We believe that he's just disoriented. Don't know where he's at. He's He's hit somewhat the car. Now. It was just steering and suspension damage. Oh, no big deal. And would you believe that he walked in the shop the next morning, and he brought us a apology card and he walked in the shop. He said, I'm so sorry, how much do I owe you? And so we went in, we charged him for what we thought it was gonna take to fix it. And then we found more damage, which was another $1,000. And he said, man, he said, Don't worry about he said, I'll come in and pay it and I'm thinking oh, man, he's never gonna show up. No, showed up an hour later and paid for it. How lucky is that? You know, you got lucky you lucked out. And then the very last one was the Pontiac Bob. You remember the Bob story? No. She hits a deer in my Pontiac Bob. And she, she's going to she hits a deer. She calls and she says, Hey, I've hit a deer. And I've damaged the car. Don't worry, I've got insurance. I've got full coverage. You're good to go. No problems. She brings the car back. And we've got her car still. She should have bought another car. We'll sort out to do with my Volvo soon. But for right now, is it okay if it stays here? And I said, Yeah, that's fine. She walks out the door. After dropping the loaner off. We've looked at the car, it's clearly in bad shape probably totaled, pick up the phone to call the insurance company insurance company calls into or says Hey, she canceled that policy this morning. Oh, and she had canceled the policy and got insurance from another company before she brought the car back. Right. And I said well, you Is there anything I can do about this? Go ahead

Laura Tierney 40:03
was the insurance policy on the form and valid the day she wrecked the car?

Lucas Underwood 40:10
It was but she didn't have a police report.

David Roman 40:13
She's improved that I was that the right.

Lucas Underwood 40:16
And so the insurance company and I called my insurance agent, and I said, you know, for the aggravation that you're gonna go through to make her pay for it. Let us just put it on your policy, right, it's not gonna make that big of a deal. Let us just put it on your policy and be done with it. Mike. Okay. But I mean, like, it was one right after another. And I don't even know that the dude with the with the Avalon would have paid if it wasn't for the agreement. You know, what I'm saying?

David Roman 40:42
Yeah, puts the fear God and I don't want I'm saying like, if they're going through, have you seen the agree, I've seen a demo with the online thing. Yeah. I think it was, it was here, even,

Laura Tierney 40:53
you know, there's another thing that I would bring up about that too, on the on the agreement, I always tell people, it's so important to make sure all the fields on the front are filled out. Because when you're writing them by hand, there's a tendency for people just to scribble down a name, maybe a phone number, and then hand somebody the keys. But one of the things that's really important is the timestamping. You know, whether it be like they have the cars on these days, for whatever reason, date out. And we we basically timestamp that as you save the agreement, meaning I'm saving it now. And that means they're taking the possession, but also the due date, you wouldn't think that would be that important. But that's my one of my other crazy stories. One of my customers had changed their policy not to take checks anymore. Cash or credit card only just burned too many times by bad checks, I'm sure. So this lady comes in to pay for her repair. And it's a couple $1,000 Probably, and she wants to write a check. And they're like, sorry, you know, this is, this is not our policy anymore. We don't take checks. And so she says, Okay, let me let me just leave for a little bit, and I'll go get cash. And I'll just go to the bank, and I'll just, you know, get cash and bring it back. So they agree, she drives off in the loaner car to go get the cash. She doesn't come back. When she's gone for weeks after that clearly didn't have the money to pay for the repair. And, by the way, they were not my customer when this happened, but became my customer after it happened because they did not have a due date on the policy. And they ran into where they tried to call the police and say this woman has stolen our car. And like, Okay, let me see the agreement she signed, that you gave her when she took the car away. And there was no due date on it. And then like we gave her an open ended contract. Like there's nothing on here that says there's nothing on here that says that she has to bring this car back at any time. So the police really were not helpful at all. What did they end up doing to get the car back? I think they just kept like stalking her until they figured out like they had her home address. And they just kept going after it until they finally found her and they took the car themselves. They took possession of the car themselves. And that can be dangerous too. Yeah, well, I have a well I have a car dealership story on that one, though. It's, again, don't want to scare people but Chicago, and these car dealership all these high end car dealerships were getting hit with people just they break the glass. And they know the keys to all these new cars are inside this car dealership. Yeah. So they go in and they steal the keys, and then they steal the cars. And so we talked about the GPS tracking and all that stuff that we do for shops, and it's you know, one of the things we can we can do but we do it for other vehicles as well. And the shop got this was a dealership they got hit and sold a bunch of navigators. And so they take off driving and they quickly take these vehicles that were new vehicle and put them into loaner service so they can turn the telematics on him and find the cars. So he's calling the police. He's like I'm seeing these cars. Can you help me? Can you help me? Not a whole lot of help. And by the time they find the cars, they've been totaled, they rip the headliner out of the car, too, because they know they're being followed, I think at this point, right? To take the satellite tracking out this was like the, you know, Ford and Lincoln has like a Ford Pass on Lincoln Way. I don't know. It's kind of like OnStar and they all have those type of things. So they knew that that satellite was in the headliner, and they ripped it out. Two weeks later, they have now bought a safe for all the new car keys and the human there. Sept guess which keys they didn't put in the loaner car keys, so they break the window again. And he gets notification from like the alarm company that someone's been Walking in, he said the first thing he did before he even left his house was pull up my AR System yet and start to see where the cars were. And because the police were not helpful the first time what he did was he said, Okay, this is the street I'm in or I'm on southside of Chicago, I see my car behind the fence. Like you're either going to come here and help me or if this has been recorded right now that you're not coming to help me right and I'm gonna get you know if I get hurt injured, whatever, trying to recover my my own vehicle. And what do you know that the police showed up, but he found the cars himself first and then called the police,

Lucas Underwood 45:37
you know, more than once, like, I have gone and looked up to see where our cars like he just gets this funny feeling about somebody and like they want to answer or something's a little weird about it. And you'll go look the car up and and like at least you see the cars moving at least you see that they're they're active and they're not like way long gone or anything like that. And that that's been a big thing for me because like we had here recently we had one that it just seemed like she was dodging us. And and it come to find out she wasn't dodging us what she was doing is she she worked in like different areas. And so I kept saying like, I wonder if she's dodges. I wonder if she's dodginess on when I pulled it up. And I'm like, she ain't got no cell phone service there. Right GPS has seen her but she doesn't have cell phone service. She's not dodging, she just doesn't have a way to answer her phone. She doesn't even know we're calling. And so then a few minutes later, like the car's out of that area, and she calls us back and says, Hey, you know, yeah, so you gave me a lot of comfort knowing that for sure.

Laura Tierney 46:31
Now, do you have out of bounds alerts set up on yours? I do and speeding alerts. Nice and about get those very often.

Lucas Underwood 46:37
Sometimes usually when I'm driving the course. Nobody else really gets those. But like, occasionally I'll get out of bounds. And like, it's been really interesting. Because Am I really good clients, like the people that you look at? And you say, that's a good client, that's somebody that's, they'll call and they'll say, hey, I need to go out of town, would it be okay, if I take the loaner? And and you know, you have that conversation with them. And a few minutes later, you see it grayed out out of bounds. But then you have other people who it'll go out of bounds and they won't say a word. Right. And they will, you know,

David Roman 47:11
what's your bounce?

Lucas Underwood 47:12
Mine is like 100 mile radius, because

David Roman 47:15
100 mile radius, and they're driving past that

Lucas Underwood 47:19
100 mile radius we're really. So I agree with you, I

Laura Tierney 47:25
think certain parts of the country 100 Miles isn't a whole lot. Yeah. And other parts, you know, you just don't want to see, I mean, we can also do things like set up. So we set up a geofence around your location, we have this little imaginary line around where you're located. So we know where your home base is. But we can set up geo fences. Other places, too. That's cool. So like, if we set up a geofence, like, let's say on a border, and only when a specific but you know, you see like maybe you don't want to set it up right on the border, you want to set it up as someone would be approaching a border. Yeah, we could even like give you an alert that said somebody had crossed into that area.

Lucas Underwood 48:03
That's pretty cool. Yeah. So you want to know something really cool that I have added, It wasn't intentional. It was like completely unintentional. When we moved to the new shop, I never re geofence the new shop. But the old shop is right down the street from the new shop. So now I have like a 32nd head start to see that my watercourse popping up and it says your loaner cars arriving before whereas like when it came in, you were getting it the second they hit the line. Now I get to 32nd Headstart. Like we know, hey, this client is the one pulling in the driveway. Do you do you want it fixed? I don't know. I kind of like it the way it is nice. It's working pretty good. So you're gonna, are you gonna get shot pointer? Sure. Pretty awesome.

Laura Tierney 48:51
I just give you your username and password back

David Roman 48:53
done. I mean, I've done them done and prompt me for the credit card.

Lucas Underwood 48:58
I just don't. What I found with the paper forms and like everybody was advocating freezing paper forms for the longest time. I can

David Roman 49:05
do all this online, right? I think Yeah. Like, I don't have to fill anything. I don't know how paper.

Lucas Underwood 49:11
That was the problem is like if they wouldn't get filled out. Now we can text them. Yeah. So they can fill it up. Yeah, that's yeah, they can fill it out online. The other cool thing and the thing that I think stands out to me is like the maintenance alert, was we get super busy. And we're like, oh, man, we'll get it next time. Oh, man, we'll get it next time. You start feeling really bad when you're like, that car has not had an oil change in 9000 miles. Not that's what I'm saying. Like they just stay out all the time. And like every time I look at it, like we'll get it, we'll get it. We'll get it we'll get it. You know, but it alerts you so you know that hey, it needs to be serviced.

David Roman 49:47
I get frustrated when customers call me and they're like who's a row with your core? And I am you know how you are the same that you like I get a little Curt with my customers on the phone. I get Curt. Really cool. Rick, and I got Listen, there's nothing wrong with that car. You're doing something wrong. I had a lady call me. And she was like, how do you get the key out of the car like she kept calling and calling and Horn was was tied up with something and I picked it up. And she's like, Hey, it's whatever her name was. And I'm like, Hey, how you doing? It's like, you've got your car with, okay? There's something wrong with it. Like, I immediately start to feel like I'm getting angry, because there's nothing wrong with these cars. Like, they're, they're fine. If there's something wrong with tell them, like, hey, this little light will flash or to ignore it. She calls and she's like, Yeah, I can't get the key out. And I'm like, What? What do you mean? Can you get the key out? She's like, is there a trick to it? No, no. Did it start and run? Okay. She's like, Yeah. Is the car off? She's like, Yeah, I just can't get the key out. And I go, Okay, well, let's, let's start over. Let's start the whole process and you start the car for me. She was like, yeah. Okay, go ahead and turn move it back to accessory, which is like, okay, and I go, and I asked her that first time like you got in park, right? Well, obviously I'm like, Okay. And then I'm like, one more click. Just like, yeah, go ahead and pull it out. It doesn't slide out. She's like, Oh, we came out. And like, she didn't even go all the way back. I know. I go. You're in a Buick. She's like, Yeah, well, the Buicks got a listening to the radio setting where you flip the key one more, and it'll just let the radio Come on, and nothing else. I remember those days.

Laura Tierney 51:34
Yeah. And I'm like, this is a really old car there. I used to drive an Oldsmobile Cutlass Supreme that was.

David Roman 51:39
And I'm like, this is old GM. Did you notice that you got two keys, one for the door, one for the ignition. She's like, Yeah, my dad had a car like that. And I go, Uh huh. This is a car like that.

Laura Tierney 51:52
Mine was my mom's old car. I used to drive an Oldsmobile Cutlass Supreme. They were such good cars.

David Roman 51:57
They were not good cars.

Lucas Underwood 52:01
Listen, they weren't good cars. David.

David Roman 52:02
Are you talking like rear wheel drive Cutlass Supreme or front wheel drive three. Oh, yeah. Now those were awesome cars. They were built in the same chassis as the as the Buick Grand National. Yep. Yeah, they were those were cool cars.

Laura Tierney 52:18
A lot of play in the steering wheel as well. Something broken. My mom was like, oh, that's fine. Yeah, as you say that some of those lights will come on. Just ignore it. She's like, you just gotta get used to it.

Lucas Underwood 52:29
I sit here and visualizing as David's getting upset saying there's nothing wrong with that car. And she's saying yeah, actually there is and you know, transitions screenshot over to her, she wrapped.

David Roman 52:47
So the like the coolant level sensor went out and so it kept saying add coolant, add coolant. So we fixed that. That got fixed. For whatever reason on that car. It doesn't have a tire pressure sensor. It uses the ABS sensor, the wheel speed sensors. So you've got to have four tires that are of the same diameter. And I don't know if I've got to reset something or So anyway, the cars are fine. The air pressure is fine. That's stupid light, which randomly tire pressure pressure. everybody freaks out

Laura Tierney 53:19
we have a 2008 Jetta that does that. And it might maybe the sensor might be bad sensors. They definitely have sensors, but why it keeps coming on. When you know check the tires. They're all fine.

David Roman 53:33
Add batteries. Probably conked out. Yeah, the the batteries. They're only good for like seven years.

Laura Tierney 53:40
Technically, my 2008 Jetta is in need of

David Roman 53:44
needs TPMS sensors. And people get freaked out because you're like, hey, you're these sensors all gonna go one's bad now, but they're all gonna go. Alright. Well, how much? I don't know. It's like 250 $275 Each to do. Oh, can you just take it out? No. I can't just take it out and slap it. Um, that

Lucas Underwood 54:07
is a federal law. Isn't that is a federal law.

David Roman 54:11
Everybody says that.

Laura Tierney 54:13
We have that's why we have a category for recalled vehicles because there's a federal law that says if you have recalls on a vehicle, now when apply to most of the shops, but if you have recalls on your vehicle, and let's say you had a fleet of a certain number of cars, you have to remove all those cars from your fleet. Fixed the recall up to safety standards before you can put them back in. That's the law. Yeah, you can't just like fix them one at a time and let people run. driving them. You're gonna have to prove that you've removed them from your fleet.

Lucas Underwood 54:44
Let's see. Hang on. I'm gonna read it to you here. David. Went to some

David Roman 54:48
sketchy website counterman.com. Okay, they're here, by the way. Are they? Yeah, sure. See here. It's all one in John conglomeration. should now they're all under one. I think it's all endeavour now. complements. Sure part

Lucas Underwood 55:05
of that. Basically it says the tread equipped you can't take you cannot take it off it is a federal law that you cannot take it off once you

David Roman 55:15
do if it's faulty. You have to replace it with a new one. Yeah, I

Lucas Underwood 55:18
have to replace it with a new one. Let's see right here. Hang on. No, no, I'm changing the subject I'll hurry. do

David Roman 55:29
anyway. Either way, I don't want to take equipment off of somebody's car because they're trying to get around having to pay to fix it. It's like look, I understand if you don't want TPMS sensors, there's plenty of 1997 to 2003 vehicles that you can pick up that have no TPMS sensors.

Lucas Underwood 55:50
According to the law, a manufacturer distributor dealer or motor vehicle repair business may not knowingly make inoperative any part of a device or element designed of design installed or in a motor vehicle or motor vehicle equipment and compliance with an applicable Motor Vehicle Safety Standard prescribed under this chapter. And TPMS is prescribed under that chapter. Seatbelts airbags.

David Roman 56:15
They Yeah, yeah, that's the thing. It's all on you. I don't think I've ever had anybody say something about airbags and Booker's. You take that thing out.

Lucas Underwood 56:22
I had somebody asked this other day, can you put a huge airbag on my car? And I'm like, Absolutely not. A used Yeah, he's like, to vehicle he's like, I looked it up. It's legal. And I said, it might be legal, but I don't know if it's a Takata bag. I don't know. It's dangerous. And he said, Well, those bags are what? No. Oh,

Laura Tierney 56:41
I get it from like a scrap yard.

David Roman 56:43
Yeah, but most of the time, the most of the time, the problem was, I just want to tell most people as we can do that, but we may install it and it may have it may have popped the squib or there may not be continuity in the circuit. So it's gonna throw an airbag light, which is what you're trying to fix. You don't know if that thing is is actually functional until you plug it in. And then test it. Do you like that?

Laura Tierney 57:08
I went to the fact that you're gonna put one that as actually good thought Laura, like you can reuse that.

Lucas Underwood 57:18
Oh, look, I mean, we can try.

David Roman 57:21
They come out at 200 miles an hour. Like they.

Laura Tierney 57:25
My daughter just got hit by somebody. She was on way rotation in California, all alone driving her cousin's car. But it wasn't her fault. And the insurance covered it all worked out fine, fantastic. But some guy wasn't paying attention. He had a stop sign. She had you know, she had no stop sign on the, you know, Thruway he pulled out like almost straight head on, because of the way the roads were, you know, and but it hit her in the hand. And, of course, she wound up with the typical seatbelt. Bruise but your hand was all caught up.

Lucas Underwood 58:04
I think the scariest crash I was ever in. And then this crash it got my dad's arms he had a hold of the steering wheel. And you know, they tell you 10 And two, but the problem is if you're holding the steering wheel at 10, and two, when the airbag comes out if you're actually holding on to the steering wheel.

David Roman 58:19
Birds, yeah, but yeah, your arms.

Laura Tierney 58:22
Hers came across the top of her hand and then like her thumbs were right, burned and cut

Lucas Underwood 58:27
well, so I'm always like left hand on the steering wheel right off to the side. And so I will never forget, when I was a kid, we were heading off like that video I sent you the other day, probably about three miles right past that we're riding down the road. There's a dump truck on the side of the road. And this woman and her elderly mom are in a Ford Aerostar. And she backs up to see if a car's coming on the other side of the dump truck. And she doesn't see us because we're already past the dump truck. And she nails it and she pulls out in front of us. Well, the mom had stuck her head like probably 8485 years old had stuck her head up in the windshield to try and look and see if a car was coming. And when the airbag went off. I'm looking at her face and it's smashing her face against the windshield. And she was okay. But I mean she was she was like tore up. She was bruised and battered. It was awful. Yeah,

David Roman 59:19
I will mess you up. Yeah, so you don't put like your feet up on the on the dash. That airbag comes out? Yeah, those legs are not gonna be

Laura Tierney 59:27
telling kids that all the time. Put your feet down. Yeah. I have one more little thing. You mentioned the text message. Which this is another great feature for you, Dave. And the reason I love it, I don't know do you do it where you go to the reservation screen first and reserve the car and the reason I love that is because again if you're promising, you know someone a car and I've called you and said you know I have to have transportation. I've got kids and you know all these things. What's the worst thing that could happen? I show up with my car and you don't have the loaner car there.

Lucas Underwood 59:58
It is miserable. It sucks so bad. So

Laura Tierney 1:00:01
you reserve that car and send me a text message or an email to fill out all the information for you. But it kind of like puts it all rolling and takes care of it. I mean, that, to me is so quick to get an agreement filled out, I will tell people, you know, someone's smartphone has been, I mean, spying on me right now, it knows everything about me. So as soon as I start filling out that agreement on my phone, it fills in about 75% of it for me, you know, so

Lucas Underwood 1:00:27
and that, that is the way we do it. And it is down to the point that if you like it will upset people, we will send it to him. And we explain to them if it's not filled out, when you come in, you cannot write, you have to fill this out,

David Roman 1:00:40
once they fill it out once do they have to go back in and fill it out, second, third, fourth, fifth time,

Laura Tierney 1:00:45
we actually when we send them a link, we leave the data fields empty. And again, we're a software company. So one of our big things is security, and personal information security. So one of the things we don't want to happen is let's say you say Oh, Laura puts you in a car, I just need your mobile number, you type it off by one digit or something. And now you sent someone else, all my personal information. So we put in the first and last name. And you know, like things that aren't super sensitive, but we don't put in like they have to fill in their address. They have to refill that in every time. And again, if it's your phone pretty much fills it in pretty quick.

David Roman 1:01:24
What about your connection to this SMS? Does it pull the information from there for them or no,

Laura Tierney 1:01:30
not not on their own personal texts? Again, it will be in your system from Shopware tech metrics, etc. But it'll be pulling in if you did it yourself. But when we send them that text link, we do not have those data fields filled in for them for the most part because of security, like just sensitive data. We wouldn't never want someone to get someone else's sensitive data.

Lucas Underwood 1:01:52
I've been on the shop where I keep telling Monique I'm like, Hey, we keep forgetting to put addresses in shop. Where can you can you hose out? Can you not pull the addresses out shop water because they have to have an address and shop owner they can't get a car until they do Can you not look that up? Why? Of course I can't. But I just wish it was all just to type it in. Now

David Roman 1:02:12
let's look it up, which is a big deal. Because we send out so many mailers, by the way. Now I remember I got to kind of get my mailer out that we send out so many mailers that if we don't have an address it like I freaked out because I look at the account. And if at the end of the month, my account has not increased because we always get like bad addresses it happens and you get back you erase those addresses out so we're now down so we got to get that number back up. And if I see you like creepy that freak out. Anyway, you freak out now. I was well, thank you. This was good.

Lucas Underwood 1:02:50
Thank you so much for being here. Now and share your website again.

Laura Tierney 1:02:54
My name is Lara Tierney and our company is shop loaner. We help you with all your loaner car headaches, and it is shop loaner.com

Lucas Underwood 1:03:02
Very cool. And I I personally can vouch for them. They're awesome. You can vouch for him soon. I want to see you using it.

David Roman 1:03:09
Yeah, I'm all over. I fell in love with a good demo.