Changing The Industry Podcast

Lucas Underwood [00:00:00]:
And bitches and moans and complains and whines and fusses about it. I know, right? And so I decided I would just, like, not tell him. Turns out he bitches and moans and whines and complains. Now, if I told him it was you, he'd be happy about it. It's just the point that, like, he's gonna bitch and moan and complain no matter what I do, so.

Matt Wagg [00:00:20]:
Yeah, I get it. I understand.

Lucas Underwood [00:00:29]:
Do you really understand?

Matt Wagg [00:00:30]:
I mean, probably not at the level you do, but. Yeah, I get it.

Lucas Underwood [00:00:34]:
I think we should let you go hang out with him for a while.

David Roman [00:00:37]:
He made me walk through the expo twice. Oh, man. Once last night and once today. And with. When you're walking, you try. I try to hide behind him. Yeah, and you walk in through the exo. Everybody's got to stop and say hello.

Matt Wagg [00:00:51]:
Yeah.

David Roman [00:00:51]:
And then I. I just head nod. I'm like, hey, how you doing? Yeah, that's it for me. And we're good.

Matt Wagg [00:00:56]:
That's good.

David Roman [00:00:57]:
I acknowledge your existence, you acknowledge mine. We're good.

Matt Wagg [00:00:59]:
I'm much like that.

David Roman [00:01:01]:
No, he's got a star.

Lucas Underwood [00:01:02]:
Hey, man.

David Roman [00:01:03]:
How you doing? Now, the funny ones. The funny ones are people that were angry at him.

Matt Wagg [00:01:10]:
Yeah.

David Roman [00:01:11]:
And. Or talking shit. He will walk straight up to me like, hey, buddy, how you doing? Shake their hand, give them. Good for you. Hug and stuff. No, no, he's trolling him. He's.

Matt Wagg [00:01:23]:
I get it. No, that's why I said good for you.

David Roman [00:01:26]:
Uncomfortable. Especially if they're smaller now.

Matt Wagg [00:01:29]:
Yeah.

David Roman [00:01:30]:
It's not often you see a guy bigger than Lucas. Lucas. A big, big guy.

Matt Wagg [00:01:34]:
Yeah. Yeah.

David Roman [00:01:36]:
But even the big guys will come up, and they're. They all. All of them, the eyes get wide, and they're like, hi, Lucas. How you doing? Now, they were just, like, a couple days ago talking shit on the Internet.

Matt Wagg [00:01:46]:
Yeah.

David Roman [00:01:47]:
And, you know, you. A lot of people talk shit, and you don't engage. You're just like, you know, say whatever you want.

Matt Wagg [00:01:54]:
You just kind of dust it off.

Lucas Underwood [00:01:56]:
You're a big. Believe what you want.

Matt Wagg [00:01:58]:
You don't cry over it.

David Roman [00:01:59]:
A lot of people don't get upset. Yes, people gonna believe. They want to believe. They're gonna say what they want to say, but the ones that talk shit. And sometimes he's in a bad mood, and he'll jump on, and he will engage. Not fully engaged as an arguing, but he'll just. He'll just throw a little narrative out there, and you'll just be like, well, it's like this also. And and they'll go back and forth sometimes, or he'll just throw it out there and just leave it.

David Roman [00:02:28]:
But then watching them shake hand is always hilarious, because at the very next conference, out comes the hand. Like, we're the best friends in the whole wide world, and I can't. I can't do that. I can't do that. It's not. I don't get bothered by somebody talking shit. It doesn't matter. Yeah, I don't care.

David Roman [00:02:49]:
But if, like, if I kind of know you're a skis bag. Cause you've done skis bag things, not rumors. Like, you know, something went down at the shop, and the guy, you know, was sleeping with his employee's wife and then fired him, and then the wife ended up divorcing, and then there's kids involved, and you're like, you're that guy. Like, I am not gonna walk up to you and be like, hey, buddy, how you doing? He will. He doesn't care. It's all the same to him. Me, I'm like, oh.

Matt Wagg [00:03:25]:
Yeah.

Lucas Underwood [00:03:26]:
The problem is, is David can't get it off his face. Right? I wear it.

David Roman [00:03:30]:
I wear it. Like, I'll walk in there and they'll.

Lucas Underwood [00:03:33]:
Be like, he doesn't like me.

Matt Wagg [00:03:35]:
You find a game and a little bit of humor in some of this, right? In a sick way. You know, there's.

Lucas Underwood [00:03:40]:
It's enjoyable.

Matt Wagg [00:03:41]:
Yeah, yeah, I get it.

Lucas Underwood [00:03:44]:
I don't hate people, David. I like everyone.

David Roman [00:03:47]:
It's not. It's not about hating people. It's not about hating people. I'm annoyed that that whole conversation even happened. I'm saying it's not. It's just that it's emotionally taxing and exhaust. Physically exhausting to smile and be nice. It is.

Lucas Underwood [00:04:06]:
You're a pretty hateful person. I can see that.

David Roman [00:04:08]:
It's not about being hateful. It's just. It's a. It's. It's exhausting. Go do a hundred push ups and then be like, hey, now that you've done 100 push ups, I need you to also carry all these boxes down. It's just like, I just did 100 pushups. I don't want to go carry boxes.

David Roman [00:04:22]:
And like, no, no, it'll be fine. Let's go carry boxes. You will do the hundred push ups and carry the boxes. And carry boxes. It's so much fun. I'm done after the 100 pushups. I don't want to do anything else. Done.

David Roman [00:04:34]:
Done. That's what it feels like.

Lucas Underwood [00:04:40]:
What do you think of that?

Matt Wagg [00:04:42]:
I think it's funny. I think we got two different. Just two different brains that think two different ways. You get pleasure from this and you don't. And it works perfectly. I think it's complimentary, and it does. I have two service advisors on my team that I hired on purpose like that because they work very. Dude, I'm telling different types of clients hard, and they compliment each other.

Lucas Underwood [00:05:05]:
That is. That is probably the smartest thing you can do on your front counter.

Matt Wagg [00:05:09]:
Yeah.

Lucas Underwood [00:05:09]:
Let's find the personalities that work.

Matt Wagg [00:05:11]:
Yeah.

Lucas Underwood [00:05:11]:
And hire those personalities around each other.

David Roman [00:05:14]:
Right. And we've.

Lucas Underwood [00:05:16]:
We've found that a couple different times, we're still kind of working to find the right person for the front counter to work with Jade. Like, the person that.

David Roman [00:05:30]:
I bet he doesn't even know who Jade is.

Lucas Underwood [00:05:32]:
Of course he doesn't know who Jade is. Would you expect him to?

David Roman [00:05:35]:
I guess the listeners know who Jade is anyway. Jade is his service advisor.

Matt Wagg [00:05:40]:
Very good.

David Roman [00:05:41]:
Yeah, yeah.

Lucas Underwood [00:05:42]:
He, you know, he's a very technical fellow, and he has to, like, really.

David Roman [00:05:47]:
Do you enjoy being a shop owner?

Matt Wagg [00:05:49]:
I do.

David Roman [00:05:50]:
We're not gonna get along. Let's move on from that.

Matt Wagg [00:05:53]:
Now, you interrupted me. I said most days of the week, not every.

David Roman [00:06:00]:
So how do you get past the. The 05:00 a.m. I just woke up. I'm up. It's gonna be a good day. I'm gonna enjoy it today. We're gonna get some work done.

Matt Wagg [00:06:11]:
Yeah.

David Roman [00:06:12]:
We have some money come in. Everybody's gonna get paid. I'm gonna pay some bills. Mm hmm. This is gonna be good. Mm hmm. And then that one star review comes in. And now adjust the file volume.

David Roman [00:06:25]:
One star review. Yeah, I can take that lick. Right? Like, we screwed up.

Matt Wagg [00:06:28]:
Yep.

David Roman [00:06:29]:
This did not go well. They. It was not a good personality match. Right. They were expecting me to do something different than what I can provide, and they were not very understanding. But when you go above and beyond and they're still not happy, and you. You do absolutely everything you can possible and even give them solutions outside of what you can do.

Matt Wagg [00:06:53]:
Right.

David Roman [00:06:55]:
And they still leave you a one star review, and you're just like. Or you thought you had a great time, like, great experience, like, I took care of you. We helped you out. Everything went great. And then you just leave me a one star review. Right. How do you get past that?

Matt Wagg [00:07:13]:
That was a very hard thing for me early on, and I'm. I'm a person that got into this business because I care. And I think that that's a reason a lot of us do what we do every day. Right. You know, I can tell that's why we're sitting here today is because you guys care about this industry, in this business. And I put everything that I owned on the line to open a shop up and. And be able to give back to people, and I care. So, obviously, I try to build that culture and empower that into all of my teammates and one of the.

Matt Wagg [00:07:43]:
And so when somebody does have that experience, it used to eat at me. Right. Because you're like, I meant nothing bad with this, and I'm being accused of.

Lucas Underwood [00:07:52]:
Yeah, like, terrible stuff.

Matt Wagg [00:07:54]:
Terrible stuff. And you're like, this was a human mistake. Like, I'm very sorry. We had a process flaw. So at first, you know, these really beat me up. And fortunately, you know, knock on wood, we haven't had a lot of these situations because I feel that we. We try to learn from these things. And my team very much works together on trying to solve stuff and keep catch stuff before it gets bad.

Matt Wagg [00:08:17]:
But. But I tell you what, it took a little while and some thickening of the skin, the longer I'm in it, it seems to get a little easier. But, you know, I think the hardest thing for me was just kind of separating. Like, we did everything in our ability. That's what I'll look at is, like, if somebody had a bad experience, let's analyze this and try to troubleshoot it.

Lucas Underwood [00:08:39]:
Almost like we would have them thing, right.

Matt Wagg [00:08:41]:
You try to figure out, where did this go wrong? And did we set a bad expectation upfront with this guest? Was it a process flaw? Did we not qualify this customer to determine if they were a fit for us? Did we leave some information out? And I find a lot of times that a bad experience is probably something we may have been able to prevent on the front end of stuff. Not always, though, because if you got it, if I get a little time, I'd like to give you an example of a. A situation that we were in. And this one, like, really struck a chord with me, and it was wild how this thing evolved. So we had a vehicle come in, a guy made an online appointment, and this was the first day that my newest service advisor started with us. So I have two advisors on the counter. One of the guys has been with me almost, you know, since we were a year in business, and our shops been open three and a half years. So this guy's been with me quite a while.

Matt Wagg [00:09:37]:
We built a lot of processes together. Um, so we. We hired our newest advisor, and it's his first day on the job. So obviously I'm up at the counter with him and we're working. And so we had, and the guy ended up dropping the vehicle off overnight. So anytime we get a drop off, we're always making verbal contact in the morning. Just.

Lucas Underwood [00:09:56]:
Should I know that today we've got the car.

Matt Wagg [00:09:57]:
Yeah. Because we, he created an online appointment. We've never had any verbal conference, you know, conversation with this gentleman to discuss our.

David Roman [00:10:05]:
Yeah.

Matt Wagg [00:10:06]:
Processes what this looks like. So I get on the phone with him because you know what, you know how it goes. People will make an appointment for one thing and then they'll add on five others. Right.

Lucas Underwood [00:10:16]:
Yeah.

Matt Wagg [00:10:16]:
Kind of typical.

David Roman [00:10:17]:
Yeah.

Matt Wagg [00:10:18]:
So I just called him and kind of ran him through the process. I ran him through all the price, you know, here's how this is going to work and. Oh, okay. So what, you know, and he kind of gives you a little bit of back and forth questioning and explain it. And, and I said, so here's what I'm going to do is I'm going to. And I had a little bit of a feeling with this, with this general.

Lucas Underwood [00:10:36]:
You get that. You get that?

Matt Wagg [00:10:37]:
So I wasn't good with verbal authorization, and so I ended up sending him. I said, hey, I'm going to send you an authorization via email and text through the shop management system. I need you to read through this. And once we get that back, then we can begin. Begin work on this. And. And so he approved it almost immediately. Cool.

Matt Wagg [00:10:58]:
We're gonna get to work on it.

David Roman [00:10:59]:
Yeah.

Matt Wagg [00:11:00]:
All right. So we get go through and we did everything that we talked about at that point. My other advisor had kind of stepped in because, you know, I was working with the new guy. We went and did some other stuff. And, you know, now we very much like kind of separate tickets out. Like if advisor starts to finish, we were still kind of transitioning. So the other advisor stepped in. I filled him in on what was going on, and he, he called and I guess the guy was a little hesitant that, oh, it was just a blown fuse.

Matt Wagg [00:11:30]:
Well, I don't know if we did the greatest job conveying. Conveying, yeah.

Lucas Underwood [00:11:35]:
And I have stepped slapping. I lost a good client over something like that. And it was a deal where it took four and a half, 5 hours to work back through the system to find why the fuse had blown.

Matt Wagg [00:11:46]:
Right.

Lucas Underwood [00:11:46]:
But in his mind, it was still a blown fuse. And you charged me $400.

Matt Wagg [00:11:50]:
Yeah.

David Roman [00:11:51]:
Right.

Matt Wagg [00:11:51]:
And that was the classic example here. So where this got a little bit weird at is he also brought the vehicle in, and it was, it was a Ford pickup. And he said it had a rattle noise on startup. You know, we're real familiar with a lot of that. So he said, you know, and I have the call. So I, when I'm talking to him on the phone, he goes, you know, I'm not planning on keeping this pickup. And he goes, I know this is going to be an expensive repair, so if you can just give me an estimate to what it would be to replace that. And, you know, we kind of know there's a bullet, a service bulletin for that concern on that vehicle.

Matt Wagg [00:12:28]:
So, you know, I just valid, you know, it was kind of, I felt I was doing this guy a little bit of a service. I wasn't charging him to fully look into this issue. I'm going to kind of diagnose it. I'm going to give him an estimate and hopefully this is kind of cool. It's a first time guest. I'm going to try to take care of him. You know, that's my thought process. Yeah.

Matt Wagg [00:12:47]:
So we put an estimate together to do this work, and guy comes in, wasn't real happy, you know?

Lucas Underwood [00:12:54]:
Yeah.

Matt Wagg [00:12:54]:
You could tell he was just kind of, like, agitated when he came to pick the vehicle up. And my advisor went over the estimate with him for that repair then, because again, he told us that he's probably getting rid of this vehicle. I don't want to keep it. It's too old. Didn't seem very happy that he had to pay the, the assessment fee to replace the fuse. I don't know why you guys are charging me that. To do the. To replace a fuse.

Matt Wagg [00:13:20]:
We'd gone through all of our technicians, document all of their work with a story that is on, on the invoice so that way that we can sell the value and convey what we did. So not even 15 minutes later, one star review on Google comes across, yeah, and the guy just tore us up. I paid 100 and some odd dollars.

Lucas Underwood [00:13:43]:
To get a fuse replaced, and then.

Matt Wagg [00:13:45]:
They tried to charge me $100 for an oil change. The other thing that made me mad was that these guys are $600 higher than the dealership is to do a job on my engine. He goes, what kind of shop is higher than the dealer? Can you believe that? And it just went to town. It was a paragraph.

David Roman [00:14:06]:
Yeah.

Matt Wagg [00:14:07]:
And it blew me away. And I'm like, what in the world do I do here? Yeah, I was just like, I mean, it's just like knife to the chest, dude.

Lucas Underwood [00:14:15]:
It hurts. It, like, really does not feel nice.

Matt Wagg [00:14:18]:
I'm like, we did everything we could here to try to do this right in the best of our abilities at that point in time.

David Roman [00:14:27]:
Yeah.

Matt Wagg [00:14:28]:
So I try to call the guy and he won't answer. You know, that's what I'm going to try to do right away is we're going to try to get this resolved right. But I also don't want to act in emotion in the moment. You know, I try to try to give this a little bit of time for me to process this, think about what the customer experience was, to have him feel that way, that he needed to do that without coming back in to try to discuss or, like, get a little more information. But I figured, you know, I just, so what I did was I just typed up a, what you have to do at that point is you got to reply and you've got to let the public see because this is an awful review, especially being a new business. We, at that time, we'd only been open a little over two years, and I'm still trying to gain traction and get steamrolling in our community. And, like, I'm big in the community and I don't want to be seen that I'm for sure doing any sort of bad business.

Lucas Underwood [00:15:24]:
Those replies are always to the others that are looking at them.

Matt Wagg [00:15:27]:
That's what it is.

Lucas Underwood [00:15:28]:
It's never, ever, ever to the person who wrote the review.

Matt Wagg [00:15:32]:
And I've learned a lot of that, you know, through, through these Facebook groups that you like with you guys. And you see a lot of how people react and you learn. And I didn't quite see that at first.

David Roman [00:15:42]:
Yeah.

Lucas Underwood [00:15:42]:
And when you see the other people respond and they respond negatively and you're, from the outside looking in, you're like, ooh, I don't want to be that guy.

Matt Wagg [00:15:49]:
Yeah.

Lucas Underwood [00:15:49]:
You know, that that's the, that's the best lesson when it comes to, like, seeing somebody's negative response. Yeah, there, there's some bad ones, too.

Matt Wagg [00:15:57]:
There are. And we've got a shop in town, and they're very notorious. The owner will go on there and he will just start just, I mean, there will be profanities in it and it gets ugly. And I'm just like, yeah, all right, good for you. But I don't want to be viewed as that.

Lucas Underwood [00:16:12]:
I don't want to be that guy.

Matt Wagg [00:16:13]:
I don't want to be that guy.

David Roman [00:16:14]:
So you type up a response?

Matt Wagg [00:16:15]:
So I type a response up. Um, I actually, what I did. Cause I was just so blown away is I got, I got, ahold, of my business coach first, and I just said, hey, I want to run you through this. I'm looking for a little bit of advice here. This is the first time I've had been in this situation. What do I do?

David Roman [00:16:30]:
Yeah.

Matt Wagg [00:16:30]:
So he kind of talked me off the cliff a little bit and kind of said, hey, think about this and this when you reply. But he needs. He goes, you need a reply on there today.

Lucas Underwood [00:16:39]:
Yeah.

Matt Wagg [00:16:39]:
Do not let that sit. Get something out there. You need to. And that's what he had told me as well, is like, you're going to reply so others see how you handle. So I crafted up a reply, and it was, you know, I'm very sorry. We tried to couldn't meet. We couldn't meet your standards. I would like to have an in person conversation with you at your convenience.

Matt Wagg [00:17:04]:
I'd like you to come to the shop. I want to discuss what went wrong, how we can make this right.

David Roman [00:17:10]:
Yeah.

Matt Wagg [00:17:11]:
I said, I'm very sorry, too, that you do not feel that our quote for that engine repair was an acceptable price. I said, if we are dollar 600 more than the dealer, the dealer is not doing the same job that we are doing. And I want you to have you come in here so we can review this estimate together.

Lucas Underwood [00:17:28]:
Yeah.

Matt Wagg [00:17:29]:
I put my personal cell phone number on there.

David Roman [00:17:31]:
Yeah.

Matt Wagg [00:17:32]:
And I even called it out. This is my personal cell phone number, which I was very uncomfortable doing.

Lucas Underwood [00:17:37]:
Yeah, for sure.

Matt Wagg [00:17:38]:
I felt like it would make a statement to the public.

David Roman [00:17:40]:
That's voices for.

Matt Wagg [00:17:42]:
Yeah. And, you know, I'm just trying to show these people that I really care here.

David Roman [00:17:49]:
Yeah.

Matt Wagg [00:17:50]:
So, I mean, I'm just. Blood pressures through the roof for, like, 24 hours, because I'm just, like, looking at my phone, I'm like, okay, when's this guy gonna call? When's this guy gonna call?

David Roman [00:18:00]:
Yeah. Recall.

Matt Wagg [00:18:02]:
So, wheat comes and goes. Nothing. I go to Apex in 2022, and he modified his response and tore us up even more in it.

Lucas Underwood [00:18:13]:
What?

David Roman [00:18:13]:
Yeah, because he went to some other shop, and they were like, I don't know what? Is that what happened?

Matt Wagg [00:18:20]:
So it was after I replied, and then. Then he. I think he knows how to work the game. So I looked this. You know, you can click on their Google profile. And that was 80% of his reviews were one stars tearing everybody up. So some people, too, with. With Google, they will if they see these one star reviews.

Lucas Underwood [00:18:36]:
Opportunity to.

Matt Wagg [00:18:38]:
Yeah, yeah. And. But, you know, that's what I look at, too, when I'm evaluating.

Lucas Underwood [00:18:42]:
If I go back to the person who left the review.

Matt Wagg [00:18:44]:
I'll look at the one stars. I'll see. Okay. This person looked pretty irate and hostile. Let's go see if it's like trend. I'm analytical and I want to see that sometimes for sure. I also look at how the business operator applies.

David Roman [00:18:57]:
Yeah.

Matt Wagg [00:18:58]:
So this is so we didn't hear a word. Like you said. Nothing. Nothing came of it. But I've got this one star review just lingering out there that I just didn't, it just didn't sit good with me. All right. Ten months later, my cell phone rings and I've got this guy's like, name just burned into my brain, you know.

Lucas Underwood [00:19:20]:
Because it's like eating you alive.

Matt Wagg [00:19:22]:
Yeah. And what we did with that experience, though, transformed our business because we looked at everything that could have went wrong there and we wrote an SoP for it and figured out how to prevent that from ever happening again. Now, you can't prevent giving somebody an estimate and them being what we were looking at. Okay. Why is this guy complaining of my oil change price? Well, because he was going somewhere down the street that was $30 maybe.

David Roman [00:19:47]:
Yeah.

Matt Wagg [00:19:47]:
He knew the price and authorized it.

David Roman [00:19:49]:
Yeah.

Matt Wagg [00:19:49]:
So we just did a better job up front explaining what sets our service apart.

Lucas Underwood [00:19:53]:
We're doing a oil service, not an oil change. Yeah.

Matt Wagg [00:19:58]:
We are going to sell a set of tests on this vehicle and we are going to make sure that guests understands what we did thoroughly.

David Roman [00:20:06]:
Yeah.

Matt Wagg [00:20:08]:
So ten months later, cell phone rings and I see, you know, not, not all calls will come up with caller id, but this guy's name popped up and I said, I don't know if I can use profanity here, but of course I said, holy shit. Yeah, I let it go to voicemail. I'm going to be honest because I was so caught off guard. This is the end of the day, Friday. And, you know, Friday sometimes it's just we're a Monday through Friday shop and.

Lucas Underwood [00:20:33]:
So it's hectic and we're a little bit hectic.

Matt Wagg [00:20:35]:
And I'm trying to help a guy on a car. You know, I'm still very active with, with training my team and I'm, I'm not actively working on cars all day, but I'm very much in the shop coaching and guiding and I needed a minute to, to think about. I wasn't going to avoid this guy's call, but I needed a little bit of time. I'm not a quick wit and I need a little bit of time to.

Lucas Underwood [00:20:57]:
Slow this through, slow the thought process down, kind of get a grasp on what you think's getting ready to happen.

Matt Wagg [00:21:02]:
Yeah. So what do I do again? Phone a friend, call the coach up, and I say, hey, here's the deal. You remember that review?

Lucas Underwood [00:21:09]:
Yeah.

Matt Wagg [00:21:10]:
And I said, what would you do here? I just, I got a plan. Let me run it by you. But I said, what would you do? And he goes, I would. I'd ask the guy, what? Well, he called and he goes, I would just figure out. Why did the guy call you? Because his voicemail said, hey, this is. I did listen to his voicemail. He left me one. Hey, this is.

Matt Wagg [00:21:28]:
I'm not going to say his name. So. And so, um, you guys looked at my forward back in last year. He goes, you gave me an estimate for an engine repair, and I want to have you guys do the work.

Lucas Underwood [00:21:38]:
Oh, my God.

Matt Wagg [00:21:40]:
You see where this is starting to just get insane, right?

Lucas Underwood [00:21:43]:
Yeah.

Matt Wagg [00:21:44]:
After you just blew me up and.

Lucas Underwood [00:21:47]:
You want me to work on your car now, and you want me to.

Matt Wagg [00:21:49]:
Do this work now. All right, so call the coach up. And he goes, I would just ask him what changed between now and ten months ago that you want us to do the work now, but you bad mouthed us so bad.

Lucas Underwood [00:22:03]:
I don't want you to tell me if I'm right or wrong, okay? I'm just gonna. From personal experience, I'm gonna put out there that. My vote is that he took it to the dealership and they went to fix it. And then they said, oh, by the way. And so I'll let you go ahead and finish.

Matt Wagg [00:22:22]:
So. So I call him back, and it's. This is within 20 minutes of him calling. I just said, hey, I'm very sorry. Just helping a technician. Thanks for your patience. How's it going? You know, I just, I'm trying to be cordial, much like we were talking here earlier. I didn't.

Matt Wagg [00:22:37]:
I didn't. This guy's caused a little bit of hell in my life because I personally dwell on this stuff. So this last year, I've had this review hanging out there. Now this guy wants to call and have us do this work.

David Roman [00:22:47]:
Yeah.

Matt Wagg [00:22:48]:
And I just. That's what I asked him. I said, you know, let's talk a little bit. Tell me what's changed between now and then that. I mean, you left us a pretty nasty review out there. I immediately responded. I wanted to try to work this out with you to see where. Where we went wrong.

Matt Wagg [00:23:03]:
But I said, I also want you to know that based on that review, we changed a lot of internal processes to prevent anybody from having an experience like that again.

Lucas Underwood [00:23:13]:
Yeah.

Matt Wagg [00:23:13]:
So I just took a little bit of ownership there. Even though I don't necessarily feel I was in the full wrong, I do think we did things wrong, for sure. Never say we're perfect. Well, you know, I just hear you guys do good work, and I don't trust the shop down the street to do it, so.

David Roman [00:23:33]:
Guys. Nuts.

Matt Wagg [00:23:34]:
The guy was nuts.

David Roman [00:23:35]:
Yeah.

Matt Wagg [00:23:36]:
So that wasn't the answer I was looking for. Yeah, I was looking for, hey, I was suffering from something. I'm on medication now. I was going through a divorce. You know, I'm looking for something there. That was a little bit of logic.

Lucas Underwood [00:23:51]:
Yeah. And there is none.

Matt Wagg [00:23:53]:
And I told him, I said, all right, we looked at this vehicle, and I hadn't quite made a decision. If we. To be honest, I didn't want this guy in my business.

Lucas Underwood [00:24:02]:
Yeah, for sure.

Matt Wagg [00:24:03]:
But I'm trying to mitigate. I'm trying to mitigate this thing a little bit. He also made a comment, too, in this conversation, and he goes, I really feel bad about the review that I left out there, and I don't feel right about it. And he goes, I'm going to take the review down.

David Roman [00:24:17]:
Okay.

Matt Wagg [00:24:18]:
And I said, all right. I said, but here's the thing. I said, if I ever, you know, if we do do business again, I want an opportunity to correct an issue before you do, go publicly blast, blast us for stuff. I said, that's the type of people we want to work with here, because I'm a person with dignity and pride, and I care, and I want a chance to be able to make things right. So I said, here's the deal, Scott. I said, I want to think about this over the weekend. Said, we haven't looked at this truck in ten months. I don't know what additional damage has been done to the vehicle.

Lucas Underwood [00:24:52]:
Yes.

Matt Wagg [00:24:52]:
With you driving it in that manner. And I said, I'm not sure I want to work on it, but I said, that was ten months ago. Let me go back and check prices again. And I said, I'll call you Monday.

Lucas Underwood [00:25:03]:
Yeah.

Matt Wagg [00:25:04]:
Because if he didn't like my pricing.

Lucas Underwood [00:25:07]:
It'S going by now.

Matt Wagg [00:25:08]:
My labor rates gone up a bunch in a year. You know, I've gone up because I've had to do, you know, we weren't charging accordingly. And now we know what we're doing, and every, you know, we raised our rates to be where we need to be in the market. And so I thought about it over the weekend, and I'm waiting to see you know, is this guy really going to pull this review down? And he did, believe it or not, he took it off there completely. And then I went into his profile and he took a bunch of one star reviews off.

Lucas Underwood [00:25:32]:
What in the world?

Matt Wagg [00:25:33]:
I don't know what the. What he's gone through, but something must have happened in his life. And so I decided to not have my team re estimate the job.

David Roman [00:25:42]:
Okay.

Matt Wagg [00:25:43]:
What we did, though, to go back to your statement, Lucas, is we checked the carfax.

David Roman [00:25:49]:
Yeah.

Matt Wagg [00:25:50]:
Two days prior to him calling me. It had been somewhere. So I have to assume it was.

Lucas Underwood [00:25:57]:
He took it, got a price.

Matt Wagg [00:25:58]:
Yep.

Lucas Underwood [00:25:59]:
The issue had gone downhill.

Matt Wagg [00:26:01]:
Yep.

Lucas Underwood [00:26:01]:
And so he took it and he got a price. And he didn't like the price. And now all of a sudden, your price is better than their price.

Matt Wagg [00:26:06]:
And I knew that this was the game being played here and that I needed to really tread myself. You know, I needed to walk this one on a tightrope. And so I called him back Monday, as I promised. And I was just going to tell him I respectfully declined to do this job at this point. And he, you know, I was kind of taught as well, you know, if you can't do something for somebody, tell them what you, you know, if you don't want to do it, find somebody that can.

Lucas Underwood [00:26:28]:
So fill that void.

Matt Wagg [00:26:30]:
I've got a shop that I would send him to that I do trust a little bit, and I would just give him a little bit of a clean slate with this guy. Maybe they can build a relationship with him and. Yeah, so I called him and I mean, all weekend, I'm just a little bit nervous over there still. I'm just kind of a naturally a little bit of a worry.

Lucas Underwood [00:26:45]:
It's like you're going to fire an employee and you can't see the night.

Matt Wagg [00:26:47]:
Before about the first conversation as a business owner that I've really had to get into here. Yeah, we are very fortunate with where we're at in our community that we have a lot of great customers. Like, they. It's just a great demographic. The people care. They love doing business with us because we have a small town feel, but we also offer, I feel, an exceptional service. We're using a lot of things, you know, DVis, which nobody has used in our area. Yeah, for sure, was a game changer for us.

Matt Wagg [00:27:14]:
But, uh, so I called him on a Monday. I left him a voicemail. Friday afternoon, again, he calls me. Best I go all week. Just wondering, like, how's this going to go? How's this going to go. And I'm kind of, and I figured he wasn't going to call me back. You know, I figured he just had guilty. Pulled the review.

Matt Wagg [00:27:31]:
Friday afternoon, he calls the shop, called the shop line instead of my cell phone because he deleted the review and probably didn't have my cell phone number saved anymore.

Lucas Underwood [00:27:39]:
Yeah.

Matt Wagg [00:27:40]:
And so my advisor walks upstairs. So I. My, I have a desk up on a mezzanine. It kind of oversees the shop, and I don't have a dedicated office. But he goes, hey, it's so and so. I'm like, let's get it on, you know? Let's.

David Roman [00:27:54]:
Yeah, yeah.

Matt Wagg [00:27:55]:
So I just told him, I said straight up, I said, hey. And I was kind of worried how this was going to go, right. But I just, I told him, I said, hey, you know, I'm going to respectfully decline this repair. I don't feel that, I don't want to set an expectation for you and have you upset with me again. This vehicle's been driven a little too long. I don't feel comfortable giving you an estimate. But here's what I can do, is I can refer you to another shop that I trust. And that's great.

Matt Wagg [00:28:18]:
Thank you very much. And that's where that ended, isn't that.

Lucas Underwood [00:28:23]:
You know, that's a weird deal. I see in my head the number of reviews that I've gotten over the years, especially negative ones, and the number of shops that I've talked to and the number of shops that I've worked with that get a review. There's a plethora of reasons, and two, maybe three of them are actually that the shop did something wrong. The rest of them are personal issues with the individual leaving the review. I have a little bit of an issue with, and it is the world that we live in, but I have an issue with review platforms that don't even verify that that person had been at that business.

Matt Wagg [00:28:58]:
Yeah.

Lucas Underwood [00:28:58]:
And make sure that it's a legitimate review. But there's thousands of reasons that someone may leave a negative review. The reality of it is, is 1% of those is because they had a bad experience. Right. The rest of them are, they did not talk to me the way that I wanted to be taught to. I didn't feel like I got the value. And if you go back and you review the situation, it's b's. It's absolutely inaccurate.

Lucas Underwood [00:29:24]:
And it makes me think of one in particular. We had one a while back, and I've had negative reviews, and we don't have that many of them, I think, because I don't dad voice my clients.

David Roman [00:29:37]:
I never had one that I dad voiced leave me a bad review.

Lucas Underwood [00:29:42]:
The ones that stand out to me is I had. I had one leave me a bad review. Because when we do the DVI, we drive the car a minimum of 3 miles.

Matt Wagg [00:29:52]:
Right? Yeah.

Lucas Underwood [00:29:53]:
Every single time we had one come in for a state inspection, and this dude. And he made the appointment online. I shared with him our process. And that's something I wish Stephen from auto ops would do, is, like, when you make the appointment, if there were to be, like, a little list that we could verify, we followed up if the client made the appointment. So you can just check it off the list and make that gone. Because that's something that advisors miss often is a client booked appointment. If you don't have a system that tracks that. And they know they booked their own appointment.

Lucas Underwood [00:30:24]:
Yeah, we have to call the client that booked their own appointment. We cannot just let that go. We have got to call them. Okay.

Matt Wagg [00:30:31]:
Yep.

Lucas Underwood [00:30:32]:
And so this guy, why? Because if you don't set the expectation of what their experience is going to be like in your shop and let.

David Roman [00:30:41]:
Them know what figure that out when they drop it off, like, hey, this.

Lucas Underwood [00:30:46]:
Is what I would much rather get. I would much rather get them out of my hair. Because you're going to do exactly what Mike Allen is doing. They're going to show up and thinking they're getting something for free. And then you're going to end up saying, well, actually, the testing is.

David Roman [00:31:01]:
I don't think any reasonable person walks in thinking that.

Lucas Underwood [00:31:07]:
So funny. It is $0. It is so funny you say that, because I was talking to jade a while back, and she said, when I worked at the vet office, she said we didn't even have to tell people the price because they knew they would have a bill. She said, I've never worked in an industry where people expect the repair or the testing or whatever to be free. And she said, they walk through this door every single day and don't realize they're gonna have to pay a bill.

David Roman [00:31:33]:
But here's the thing. Here's the thing. I think you're wrong. Anyway, that's all I wanted to say about that.

Lucas Underwood [00:31:42]:
Well, you didn't let me finish what I was saying, and I don't care what you have to say, so shut up. So this gentleman, I talked to him. I explained the process. I say, hey, we're very thorough. We actually do the state inspection. There's a lot of shops that just pass the state inspection. We don't do that here. We're going to drive the car.

Lucas Underwood [00:32:00]:
We're going to check the car out. We're going to make sure it's safe and reliable. And I do this not only because I want your car to be safe for you, but you pass my wife, my daughter, and my son on the road.

Matt Wagg [00:32:09]:
You bet.

Lucas Underwood [00:32:09]:
And so it's very important to me as your vehicle.

Matt Wagg [00:32:11]:
Yeah.

Lucas Underwood [00:32:12]:
And he said, oh, wow, that's really phenomenal. That's fantastic.

Matt Wagg [00:32:15]:
Great.

Lucas Underwood [00:32:15]:
Appreciate it. You know, it's fairly new car, so I don't think you'll find anything. Well, they take the car out and drive it. I'm out of town, and dude shows up screaming at my staff.

Matt Wagg [00:32:25]:
Oh, no.

Lucas Underwood [00:32:25]:
Because we drove his car and we're not qualified to drive Teslas. And if there was a problem with his car, he would take it to Tesla. And dude just absolutely flipped out. Now, he's a doctor, okay? You go look at his reviews. Every single one of them is the same thing. He didn't get exactly what he wanted, exactly when he wanted, exactly how he wanted. I'll never forget, man. I had this experience years ago.

Matt Wagg [00:32:45]:
Yeah.

Lucas Underwood [00:32:46]:
When I was working at the hospital.

David Roman [00:32:47]:
Are we shifting stories?

Lucas Underwood [00:32:49]:
Hold up. We had this radiologist, and this dude was so effing mad, he's screaming at me, telling me what a dumbass I am for not being able to fix his computer. It's because it wasn't plugged in. Right? And so these people.

Matt Wagg [00:33:03]:
Typical.

Lucas Underwood [00:33:04]:
Some of these people just act that way.

Matt Wagg [00:33:06]:
Yeah.

Lucas Underwood [00:33:06]:
Right. And they're entitled, and they believe they deserve something. They, whatever it may be. And I've learned something about people. They will leave you a bad review because they did something that embarrassed themselves in your facility.

Matt Wagg [00:33:19]:
Got it? Yeah.

Lucas Underwood [00:33:20]:
They said or did something stupid.

David Roman [00:33:22]:
Now, here's a plot twist. Here's the plot twist, okay? On the Tesla, they can monitor, like, all the cameras on their app.

Matt Wagg [00:33:29]:
That's right.

David Roman [00:33:29]:
And then they can see that his employees were ripping up and down the mountain in the Tesla. Racked up 12 miles on this brand new Tesla going into psycho mode. What do they call it?

Matt Wagg [00:33:44]:
Ludicrous.

David Roman [00:33:44]:
Ludicrous. But that did not happen. It just went. Did you verify?

Matt Wagg [00:33:48]:
Zero to 61.0.

David Roman [00:33:49]:
And here's the thing here. Poor Lucas. I feel bad for him. And now he's like, we didn't do anything wrong. And then, like, a year later, he posted this video on the Facebook group, and he's like, I don't know why this guy's mad. We drove this thing perfectly fine. On a QC test drive, right? He's driving this thing around, pulls out on this. Angels floors it.

David Roman [00:34:17]:
And this thing was a, what was it? A diesel or something like that. Now he gets any, posts this video thinking he did nothing wrong. Nothing wrong. I see that 1 second clip going, if this were my modified diesel and I dropped this vehicle off at the shop and go, hey, you know, do your thing.

Matt Wagg [00:34:38]:
Yeah.

David Roman [00:34:39]:
And on a test drive on my dashcam, I see the employee just lay into it. I'm going to be annoyed. And I'm like, hey, was it, was there a reason why you just used half a tank of fuel just to rip down the street? Did you could feel that pull? Like, get your own.

Lucas Underwood [00:34:56]:
Did you know that he only hit maybe half throttle in that car? That was actually a 50 coyote mustang. I love your automotive.

David Roman [00:35:06]:
I heard whistling. No, there was no whistle.

Lucas Underwood [00:35:09]:
That's just how loud it is, dude. He barely even cracked the throttle.

David Roman [00:35:13]:
I don't know, dude. He's saying that, I'll send you the video. You can watch the video on the Facebook group. And I'm just telling you, it's. And everybody is on there like, oh, Lucas, you're so wonderful.

Lucas Underwood [00:35:25]:
If it had been his shop, they would have ripped him a new asshole.

David Roman [00:35:29]:
I know, probably. But they didn't get past the, like 30 seconds. Like, it's, it's, it's like three and a half minute long video. Yeah, it's a little bit in there. He pulls out and you can. He. He laid into it harder than he should, is what I'm saying.

Lucas Underwood [00:35:45]:
The ground was wet. If he had laid into it, the one spot I had a problem with when he did that was he's in the corner, right? And so, like, he goes across the yellow line a couple times coming down the hill. But, I mean, it's a tiny little narrow road, right? But he, when he goes through the corner, as he pulls off of the parkway, he's getting ready to get on 321. He steps in a little bit harder than he should have coming around that corner. Now, when he pulled out, what you don't know is on the other side of that is a completely blind corner. You can't see what's coming, and there's a bridge. And so when he pulled out, he realized, hey, a car's coming. I need to get into it a little bit.

Lucas Underwood [00:36:19]:
What you heard is that car is loud as f, dude. I mean, you start that car and it will bust your f and eardrums.

David Roman [00:36:26]:
He's got freaked out dash cams.

Lucas Underwood [00:36:28]:
He's got foam pull needles, noodles that he puts in the car because his apartment was going to kick him out. Because if he doesn't put those foam pull noodles in the exhaust, it's so loud that it literally rattles people's houses when he starts. And so he takes know when he pulls out, dude, if he had been over half throttle, that car was spun. It's a tuned car. And so when he pulled out, he just stepped into it because a car came flying around the corner up behind him. I wasn't happy with how he drove it, don't get me wrong. Yeah, I wasn't happy with it.

David Roman [00:36:57]:
There was nothing wrong with the test drive other than that one spot. And so I'm saying there's a trend here. There's a trend because this is the first time of, hey, I don't like how you guys drove my car on the test. This is the second time. Now, normal person, you seem analytical, what you were portrayed. You take a step back and go, well, maybe, hey, guys, like quarter throttle, 100% of the time, unless we're trying to duplicate a problem that when the policy.

Lucas Underwood [00:37:26]:
So the policy is, is that when they drive the car, they dictate how they're driving the car.

David Roman [00:37:31]:
Right.

Lucas Underwood [00:37:32]:
That's what they're. And so that's why he didn't post the other video or didn't reach out with the other video is because the technician, when the technician drove that car that you're talking about, he was talking about what he was doing, why he was doing it, where he was going, where he was turning at while he.

David Roman [00:37:45]:
Was driving the vehicle.

Lucas Underwood [00:37:46]:
He was driving the vehicle. And so that is our policy.

David Roman [00:37:48]:
But he was doing that for the dash cam.

Lucas Underwood [00:37:50]:
He was doing that for the dash cam. And that, that's what they do. That is their rule when they're driving a car. They call that they're on the road over the radio. They tell everybody, hey, here's where I'm going. So if something happens, they don't come back. We know that they were on the road.

David Roman [00:38:01]:
Is that a thing?

Lucas Underwood [00:38:02]:
Yeah, if you break down on the road, because we don't have cell phone service in some areas.

Matt Wagg [00:38:06]:
Yeah, I see that. Yeah, that can be. That's a true thing. Yeah.

Lucas Underwood [00:38:09]:
We have a, we have a dedicated test drive route. There's a three mile, there's a five mile, and there's a ten mile.

Matt Wagg [00:38:14]:
Yeah.

Lucas Underwood [00:38:14]:
And so everybody knows where that's at and knows where somebody would be if they don't call or something happens. We know where the dead zones are. Up through there, we know every bit of that process. The, the two environments. This dude showed up when he saw his car move. He wanted us to walk out to the car and pass the inspection. They just moved his car, right? He didn't even expect them to drive his car. He wanted them to walk out and inspect it.

David Roman [00:38:37]:
Okay, the Tesla.

Lucas Underwood [00:38:38]:
The Tesla, yeah. And it was, nothing was out of the way. He even shows me the trip. He, like, screenshots it. And he's like, you drove my car 2 miles. And on the screenshot, it shows the max speed was the speed limit, right? Like, it was obvious they hadn't, hadn't done anything weird or wrong, didn't show anything, any alert card acceleration or anything like that.

David Roman [00:39:00]:
So sus, anyway, your sus, this sounds like a whole lot of copium is all inside.

Matt Wagg [00:39:06]:
Yeah.

David Roman [00:39:07]:
Here's the thing. Uh, if it's just a blown fuse, I will do it for free. Like, I don't care. Like, we write up it.

Lucas Underwood [00:39:15]:
It's like if you're doing the testing to get to the blown fuse, bro, what's this?

David Roman [00:39:21]:
This circuit is not, there's a problem with this circuit. Step one. Is there a fuse in the circuit?

Lucas Underwood [00:39:28]:
No, dumbass. That's not what I'm saying. I'm saying if I've got to find out why I'm over current.

David Roman [00:39:35]:
Here's the problem, though. You're right. So the next step, I put the fuse in there. What are you doing? Check. You're checking amperage, right? There's a motor, there's something. Solenoid, something.

Lucas Underwood [00:39:45]:
I'm happy to call them and tell them before I move forward.

David Roman [00:39:48]:
That's my, well, not always, though, because they're, they're going to be like, oh, a fuse. Great. Okay. Click. They think fixed. They don't understand there's more to it. There's more to this. So you tell the technician, proceed with the testing.

David Roman [00:40:05]:
Now, if there's a failed component in there, like, hey, the, this is a ten amp circuit. That thing is hitting eight amps. Pull. Now, on a ten amp circuit, there shouldn't be anything at any point hitting more than four to five amps. It's supposed to be half or whatever the fuse max is.

Lucas Underwood [00:40:26]:
Your inrush will be over, but you're sustained will be less.

David Roman [00:40:29]:
Yes. Well, even the inrush, though, shouldn't be tickling the, the ten amp fuse. It should be low enough that at no point do we pop a fuse, because some of these are components are critical to the running of the vehicle. So if the technician comes back and goes, hey, this thing's at eight on a ten amp circuit. We're selling them a new component. And hey, blown fuse. With this failed component, this component is worn. We need.

David Roman [00:41:00]:
Yeah, 100% of the time. And then the whole discussion of we fixed it with a fuse gets thrown out. Right now I have both a blown fuse and a reason for a blown fuse. And that ends that discussion entirely.

Lucas Underwood [00:41:13]:
Tell me the reasons that a fuse may blow.

David Roman [00:41:16]:
I don't know why. What, what do you mean?

Lucas Underwood [00:41:19]:
I want to know the reasons that a fuse may blow.

David Roman [00:41:21]:
I let the technician tell me why the fuse would have blown.

Lucas Underwood [00:41:25]:
But you just said just replace the component.

David Roman [00:41:28]:
Well, yeah, but do you still do voltage drop tests and stuff? You do that, your full testing. Now if he gets in there and he's like. And he, he texts the circuit and he checks the components of circuit. Now what, where I will throw this out there is that works? If the circuit is simple enough. If it's a. Hey, I replaced this. There's a 50 amp fuse up front that's blown and it powers 7500 things on the car. It's like, okay, well we can go hunting and that's where I'll call a customer and be like, we can go hunting or we can see if this will hold.

David Roman [00:42:02]:
Yeah, go ahead and see if it holds. Great. Most of the time they don't want us to and we don't really want to either. Because like what do you even do? I'm not checking 7500 components. I don't want to charge you a $1,000. Anyway, we will replace the component and the fuse and that ends that whole discussion.

Lucas Underwood [00:42:17]:
If the component is over current.

David Roman [00:42:18]:
If it does not. If he checks it and he's like, dude, this thing is. It's humming. It's perfect.

Matt Wagg [00:42:24]:
Yeah.

David Roman [00:42:24]:
Pulling four amps. Freezies. Sure, freezies. Like I'm not, I don't care that the technician, my technician takes pictures of lab scopes and he writes up this whole, like it's a whole pictures of labs.

Lucas Underwood [00:42:39]:
Goes, why didn't screenshot it?

David Roman [00:42:41]:
No, you take a picture of the screen.

Lucas Underwood [00:42:44]:
Yeah, but then it's got all the glare in it and it's not very clear. And you can't draw on it and show them what's going on. It seems cheap and lazy.

David Roman [00:42:51]:
It's not, it's fine. You know why? Nobody even looks at it. Nobody even looks at it. It's for us anyway. The paragraphs in there. The customer doesn't care.

Matt Wagg [00:43:01]:
You bet.

David Roman [00:43:01]:
All they hear is you replace the fuse. That's all they hear. It doesn't matter how much of a story you put in there, 100% of the time, they will hear, oh, they just. You paid $120 for a fuse? Yeah. Yeah. I didn't know what fuse. And now. Now they feel stupid.

David Roman [00:43:17]:
Now you're an idiot. The shop's an idiot for making them feel stupid, and now they're just bad mouth you. Even if they don't leave you a bad review. Even if they left happy.

Lucas Underwood [00:43:26]:
I can see that.

David Roman [00:43:27]:
Even if they left happy, because you did your due diligence and explaining the whole thing, when they reiterate the story, somebody else.

Lucas Underwood [00:43:37]:
I can see that.

Matt Wagg [00:43:38]:
Oh, yeah.

David Roman [00:43:39]:
And then all of a sudden, they're badmouthing you to everybody, ever, because they were made to feel stupid over that whole situation, even though you did everything right and you explained it to them and they left happy. No. Do not charge them for the fees. There's no winning.

Lucas Underwood [00:43:53]:
It comes down to especially the things that weigh on a business owner's mind or the bad reviews, the screwed up cars, the things we didn't fix. We often don't realize there's thousands of happy clients to go along with the one upset.

David Roman [00:44:09]:
Oh, don't. I'm not. This is not going to be a white pill. Don't white pill this. We're going to black pill you. We're going to black pill you want to black pill you hard?

Matt Wagg [00:44:16]:
All right.

David Roman [00:44:16]:
You're three years in.

Matt Wagg [00:44:17]:
Yeah.

David Roman [00:44:18]:
This is one incident.

Matt Wagg [00:44:19]:
Yep.

David Roman [00:44:20]:
Now multiply that one incident by a hundred times here in the. Over the next ten years. This is going to happen more than once. That, I hate to tell you, was light. Yeah, that was light. Wait until you get the phone call. They just gave you $5,000. You just did timing chains, water pump, and some shit on some Ford Explorer because, you know, water pump, right.

David Roman [00:44:44]:
And so you did all this stuff, and they're like, hey, we're about to take this to Colorado. You're like, oh, great. This sounds wonderful. And you tell them they better not. Mother effing breakdown. You double, triple, quadruple check. Make sure everything. I want this thing on a 15 miles test drive.

David Roman [00:44:59]:
Pull it back in, check for leaks. Okay, no problem. They do it. They do it.

Matt Wagg [00:45:03]:
Mm hmm.

David Roman [00:45:04]:
Effing car. That effing car breaks down somewhere in between freaking Durango and county and freakin who cares? Yeah, you're out the middle of nowhere, and you. You get the call or the email saying, hey, I broke down. It's overheating. And you just touched the car and they just paid you all this money. That, that sucks. Have you had that yet?

Matt Wagg [00:45:29]:
No.

David Roman [00:45:30]:
Oh, man, it'll have a man. And it's on Friday evening. It's Saturday evening.

Matt Wagg [00:45:35]:
Yeah.

David Roman [00:45:36]:
You're gonna wake up like, I'm gonna have a great weekend. I'm gonna make pancakes for my kids and they're gonna love the pancakes. I'm gonna make smiley face. Do you ever do that? No. You don't cook, do you cook?

Matt Wagg [00:45:46]:
A little bit.

David Roman [00:45:47]:
So I, pancakes. So I'll make the pancake, giant pancake. And then you shape, you take some fruit, you cut it up, you shape like an animal. And then, and then you pour syrup and it's a face wash. And then eat and they're giggling the whole time. It's wonderful. Anyway, you make that and you're like, this is gonna be a great day. And then that email comes in and then you're the asshole because you're in a terrible mood going, mother heaven car.

David Roman [00:46:09]:
And you didn't do anything wrong. It was just the car decided to give up the ghost on some random component just because it got jostled. Because you put it on a lift and put it, put it back down ten times.

Lucas Underwood [00:46:20]:
And that, that's the reality is that happens, right? And on top of that, we have other shops against us, right? You know, it's like they take it.

David Roman [00:46:29]:
Down to the shop and then the shop's like, oh, they screwed you over. I would have done that. I would done that diamond chain for 2500.

Lucas Underwood [00:46:36]:
Well, and I mean, it's like the, the last bad review I got got taken down and it was because the, the lady who had the car, right, she was especially, she brought it in, she needed it back on Friday, the loose bolt lady. And she was supposed to bring it back the following day. Well, all we did, right, we did a peace of mind on the vehicle. We went over it, I sent her the pictures. I said, hey, did you get a chance to look at that shit? I don't have service. I'm like, well, you want to look at these things? You want to take a look and see what it is you'd want to do and go over everything. Hey, this is about the noise that you heard and went through the whole list. I told her all of this work that was just done, just take it back to the place that just did the work, a mister tire, and get them to go over these couple little things because this is related to the work they did.

Matt Wagg [00:47:22]:
Yeah.

Lucas Underwood [00:47:24]:
She takes it back and they say, oh, they lied to you. None of that's bad. They were trying to take advantage of you. Okay, listen here, mother. How?

David Roman [00:47:32]:
Pick up pictures.

Lucas Underwood [00:47:33]:
How in the world am I going to take advantage of someone by sending them back to get warranty work done from you? Because you effed the car up. How is that me taking advantage of her? Because I'm not saying I'm gonna charge her. I'm saying take it back to the people who did the work.

David Roman [00:47:51]:
I had one guy leave me a bad review saying that they were trying to sell me stuff I didn't need. And they were sending me pictures of vehicles that weren't even mine. It wasn't even my car. The pictures that they were sending.

Matt Wagg [00:48:03]:
Oh, boy.

David Roman [00:48:04]:
Now, here's the thing.

Matt Wagg [00:48:05]:
Yeah.

David Roman [00:48:05]:
My reply to the review goes, sir, these pictures are date and time stamped.

Matt Wagg [00:48:11]:
Yeah.

David Roman [00:48:12]:
So you get an alert saying that we are inspecting your vehicle when we start the inspection process. And you can see how long time has lapsed between when you.

Lucas Underwood [00:48:22]:
Outside of the car. I give.

David Roman [00:48:24]:
Yeah, we have pictures of the outside car. You can see the paint color of your vehicle in the background. You see what I'm saying, right. And you're. Are you saying that I have nothing else to do? This is what I put in there. Like, I don't have time to photoshop date and time stamp pictures just to try to sell you work.

Matt Wagg [00:48:44]:
Right.

David Roman [00:48:44]:
There are enough, I think I put the statistic in there. There's like $8 billion of unperformed automotive repair work. And, like, there is enough work on vehicles that I don't need to fake it.

Matt Wagg [00:48:56]:
Right.

David Roman [00:48:57]:
There's too much work out there that needs to be done. And if you don't do it, great. If you do it, wonderful. Either way. Are you serious? You think I'm photoshopping pictures of sending fake pictures? These people are nuts. Right? That review still up? Pull up my shop. You can read it.

Lucas Underwood [00:49:15]:
Well, I mean, that one, she took that one down because she went to another shop.

David Roman [00:49:19]:
A third shop.

Lucas Underwood [00:49:20]:
A third shop. And they basically told her like, nah, lucas was right. They. The other shop is known for absolutely taking advantage of people.

David Roman [00:49:29]:
Nothing irks me more than the I took it somewhere. They told me a, I went to a second shop. They told me b, and I will believe the second shop unequivocally. This is. Yeah, that told me the gospel truth. The first shop was trying to screw me. Why?

Lucas Underwood [00:49:54]:
Second shot reasoning, probably.

Matt Wagg [00:49:57]:
That's probably.

David Roman [00:49:57]:
Maybe, maybe. But give me the reasoning for it. That doesn't make any sense because they feel more trustworthy or they were telling, like, take a step back and analyze the situation. Are they really more trustworthy? Are they providing you pictures? Did you give you an itemized estimate? And here's the thing. This is what irks the crap out of me. Like, at no point do I get on the phone and try to sell. We don't do that. I don't do that.

David Roman [00:50:24]:
I send them the list of shit that needs to be done, and I said, pick the shit you want us to do.

Matt Wagg [00:50:28]:
Mm hmm.

David Roman [00:50:29]:
That's it.

Matt Wagg [00:50:30]:
Yeah.

David Roman [00:50:30]:
And so at no point do they need to feel compelled to do anything. And I tell them that, like, hey, we don't. We don't call to sell. You work. You just choose. And if you don't want to do anything, you hit decline. All sign the bottom, come pick up your car. That's it.

David Roman [00:50:48]:
And then go take it somewhere else, have them screw it up. And you're gonna get mad at me because I told you what was wrong with the car.

Matt Wagg [00:50:55]:
Right.

Lucas Underwood [00:50:57]:
You know, and we put so much emphasis on reviews. I mean, we really do. As an industry, we put a lot of emphasis on reviews because of Google.

David Roman [00:51:07]:
This is entirely their fault.

Matt Wagg [00:51:08]:
It is.

David Roman [00:51:09]:
But yelp, I guess, too, at the.

Lucas Underwood [00:51:12]:
End of the day, I mean, do you know how many shops that have two and three star reviews that are packed full? Of course. I mean, I know a lot of shops that have terrible reviews.

David Roman [00:51:23]:
What's your chain around you? Do you have a big one?

Matt Wagg [00:51:25]:
Uh, we've got a couple. We've got three Christian Brothers in our area. Um, and then we've got firestones. And then we've got a locally owned family tire chain as well that has, like, 30 stores.

David Roman [00:51:38]:
And what's the name of it?

Matt Wagg [00:51:39]:
It's called Jensen Tire and Otto.

David Roman [00:51:40]:
Okay. I guarantee you the Firestone's got two, two to three stars. Yeah. And they're always packed. But see, a lot of that is because they're open ridiculous hours. Like, it's open on Sunday, all day.

Matt Wagg [00:51:53]:
Right.

David Roman [00:51:53]:
And we'll do work on the Sunday. And so somebody's like, I gotta. I gotta do it on Sunday. They're gonna go to the Firestone because.

Matt Wagg [00:52:00]:
Nobody else is open.

David Roman [00:52:01]:
Yeah, the Christian Brothers is. They're all independently owned, and for the most part, they're all independently on. So it's hit or miss. You can get some skeezy christian brothers that are just.

Lucas Underwood [00:52:14]:
And we've got some. We've got some great ones there. There's some of our listeners that are in Christian Brothers and own Christian brothers stores and do a really good job.

David Roman [00:52:22]:
Not them, but there are some really skeezy ones.

Lucas Underwood [00:52:29]:
What do you think about all this?

Matt Wagg [00:52:31]:
I think it's interesting. I think that's one of the things I think we just have to be aware of as people that own these types of businesses, is that we are the enemy, in a sense, because they're coming to us and with a problem.

David Roman [00:52:46]:
Did you sign up for that? Did you sign up to be the enemy?

Matt Wagg [00:52:48]:
No, but I've come.

David Roman [00:52:49]:
It's a little bit. It's always the people, right? At the end of the day, people need to understand that these things are deteriorating just by existing.

Matt Wagg [00:52:57]:
They do.

David Roman [00:52:58]:
Just in the. The fact that they exist. Those ferraris that are parked outside right now are falling apart. Just being parked outside, sitting there, like, all the fluids are breaking down, everything. Right. People don't understand that. So you get the call, like, hey, I got this 25 year old vehicle. It only has 50,000 miles on it.

David Roman [00:53:17]:
It's like, okay, it's still 25 years old. Right. And so everything's rusted. Everything is destroyed.

Matt Wagg [00:53:22]:
It's aged. Yeah. It's worn.

David Roman [00:53:23]:
Yeah. And so it's not new. I get that. It's got 50,000 miles. That doesn't matter. They don't understand that that is a foreign concept.

Matt Wagg [00:53:32]:
They just think of the mileage.

David Roman [00:53:33]:
Yes. Mileage is it. That's all that matters.

Lucas Underwood [00:53:36]:
I think of, you know, one of the big things that this makes me reflect on and think about is all the techs wanting to go start their own shop and start their own business.

David Roman [00:53:44]:
Didn't you do that?

Matt Wagg [00:53:46]:
Yeah.

David Roman [00:53:46]:
Why?

Matt Wagg [00:53:49]:
I wanted to make. I'm kind of weird and sick in the head.

David Roman [00:53:53]:
Oh, we all are. That's why we started chops.

Lucas Underwood [00:53:55]:
What part of it was crazy for you?

Matt Wagg [00:53:58]:
Well, the thing for me is, and this is where it gets weird, is because, you know, the longer you're in it, you think, you know, these people, they have their guard up. They don't want to come to you. They're not happy when they come to you. But I just. I feel I have a skill set that I wasn't using fully.

David Roman [00:54:14]:
Yeah.

Matt Wagg [00:54:14]:
That was the biggest drive for me to go into this business.

David Roman [00:54:17]:
Well, hold on now. You had a skill set in what sense? Like, you fixing cars?

Matt Wagg [00:54:23]:
Not fixing cars, believe it or not.

David Roman [00:54:25]:
Okay.

Matt Wagg [00:54:25]:
So I spent eight years as a training instructor.

David Roman [00:54:29]:
Okay.

Matt Wagg [00:54:30]:
And so I like giving back to people and helping grow people and coach people. And I feel that I also have a technical skill set that is very well, too.

David Roman [00:54:39]:
Okay.

Matt Wagg [00:54:40]:
So if I can apply those things together.

David Roman [00:54:42]:
Yeah.

Matt Wagg [00:54:43]:
And you guys know as well as I do that, you know, there's not a lot of great employers out there. We hear this all the time.

David Roman [00:54:48]:
Yeah.

Matt Wagg [00:54:49]:
And I've worked with some real crap heads. And, and, uh, so I said if I had the opportunity, I was going to open a shop, give a great service, and treat employees great.

Lucas Underwood [00:54:58]:
And here's the thing, is, is that's one reason to do it.

Matt Wagg [00:55:01]:
Yeah. Right.

Lucas Underwood [00:55:02]:
That's one reason to do it. But I think a lot of these guys are doing it saying, we're going to do this so we can make the money. We're going to do this. So I don't have a boss. We're going to do.

Matt Wagg [00:55:09]:
That's the biggest reason. Yeah.

Lucas Underwood [00:55:10]:
Right. And the problem or the fear that I have for them is they don't realize that instead of having one boss, they have thousands of thousands of them, and they. They start this thing, they pour their heart and their soul into it, and then they figure out and realize that. That 02:00 a.m. Bad review comes in. Right. And, you know, talking about the reasons, the ones that get me is I'll get a bad review at, like, 02:00 a.m. At some point, and it's because they're sitting home slosh drunk, and they're a mean drunk, and they leave you a bad review.

Lucas Underwood [00:55:43]:
And all of those have been taken down.

Matt Wagg [00:55:45]:
Right?

Lucas Underwood [00:55:46]:
Like, yeah, I've woke up and had a bad review from somebody that I.

David Roman [00:55:51]:
Knew unlocked right there.

Lucas Underwood [00:55:53]:
Yeah. And so the. The best one that I can remember, we worked on this old guy's truck, right? And, uh, and he. He's telling this story that he worked for NASA, and he was welding on space shuttles for NASA. Now, it turns out the dude was serious and was accurate and was true. But it. When they were welding for NASA, they were supposed to be wearing these, like, protective hoods with ventilation and all this stuff. Cause welding alone is dangerous.

Matt Wagg [00:56:20]:
You bet.

Lucas Underwood [00:56:21]:
But it turns out that what they were welding were these components that had already been, like, made, and they were supposed to be done. And so they had put this special coating on them because they were using the space shuttle, and they heated the coating, and it was smoking. Well, nobody was wearing this protective gear, so it damaged him neurologically. And so. Dude is half wit crazy anyway.

Matt Wagg [00:56:43]:
Okay. Yeah.

Lucas Underwood [00:56:44]:
And I'll never forget this. We fixed his truck, like, two times before I learned my effing lesson. And we fixed it the first time, and. And he drops it off the second time. This is like, a year and a half later, he's clearly deteriorated. Right. He's not cognitively where he should be. And we offer to fix his truck for him.

Lucas Underwood [00:57:03]:
And I said, hey, man, I'm running into town. We'll give you a ride back. I had an employee with me. We pull up. He says, hey, I need to go into the gas station. I want to get a beer. So I pull up to the gas station. I'm pumping gas, putting gas in the car, and, like, we're sitting there, and dude never comes back out.

Lucas Underwood [00:57:19]:
And so I tell my employee, I'm like, hey, go see if you can figure out where he went. Like, where did he go? And we turn around and look, it's been ten minutes.

Matt Wagg [00:57:27]:
Yeah.

Lucas Underwood [00:57:27]:
This dude randomly walks out of the gas station, gets into somebody else's car with people in it, sits down, and, like, the people are just sitting in.

Matt Wagg [00:57:36]:
The car looking at him.

Lucas Underwood [00:57:37]:
Nobody's saying a word, and he's just sitting there. Right?

Matt Wagg [00:57:39]:
Yeah.

Lucas Underwood [00:57:39]:
And so this dude would leave me a bad review and take it down. Leave me a bad review and take it down. Leave me a bad review and take it down, like, over and over and over again. And I don't know if Google stopped that from being a thing, like, spamming reviews, but, you know, and I don't think that the techs who are thinking about starting a business think about that. They think about, I'm gonna go fix the car.

Matt Wagg [00:58:01]:
Yeah.

Lucas Underwood [00:58:01]:
I'm gonna. I'm gonna go, man. I'm not gonna charge as much. I'm not gonna this, I'm not gonna that, and everybody's gonna love me. That's not. That's not what this experience is like.

Matt Wagg [00:58:11]:
Not at all. Not at all.

Lucas Underwood [00:58:13]:
I think that starting out, they don't understand how it impacts you. They don't see how that feels, because, I mean, it, like, makes you sick. It will make you physically ill. Yeah. If you let it, you know? And I don't think that those starting businesses understand that necessarily.

David Roman [00:58:32]:
So I want to open a Mac and cheese truck.

Lucas Underwood [00:58:35]:
Oh, so you can get bad reviews about how your Mac and cheese is there.

David Roman [00:58:38]:
You ever seen the meme with the guy that sells grilled cheese?

Matt Wagg [00:58:41]:
Yeah.

David Roman [00:58:42]:
The $1 grilled cheese. Uh huh. Do you know what I'm talking about?

Matt Wagg [00:58:45]:
I do.

David Roman [00:58:45]:
Have you seen that? It's $1 grilled cheese? It's just $1 doesn't make change. So if you give them five, you get five grilled cheese, and it's nothing fancy. It's not deconstructed. It's white bread, american cheese, butter. Those are the ingredients. And that's it. That's essentially that Mac and cheese. My Mac and cheese.

David Roman [00:59:05]:
And then maybe something frou frou, but that's it. You get a bowl of Mac and cheese, but you show up. I don't care whether you like it or not. They have a bowl of Mac and cheese. What's that?

Lucas Underwood [00:59:16]:
They have the same challenges.

David Roman [00:59:18]:
People love Mac and cheese. Here's the thing. Nobody loves automotive repair. So they're going to show up thinking they're going to get a bowl of Mac and cheese. Now, they may not like my cheese. They may not like the Mac. They may not like the combination. They may think it's too hot, it's too cheesy.

David Roman [00:59:32]:
It's not salty enough. It's too salty. Whatever. Okay, fine. I don't care. I'm gonna move on because it is what it is.

Lucas Underwood [00:59:41]:
But. But you say that, like, that type of business is easier, but more restaurants fail than auto repairs.

David Roman [00:59:48]:
This is a food truck.

Lucas Underwood [00:59:49]:
More food truck.

David Roman [00:59:50]:
It's gonna be a food trailer. So I can pull it wherever I need to, and then it's gonna be, I'm gonna open up, and only for lunch and early dinner, and then that's it. I'm gonna get the hell out. I'm done. Mac and cheese truck.

Lucas Underwood [01:00:07]:
You know, the way I've seen you drive over the past few days, I could not imagine you driving something with a trailer behind it.

Matt Wagg [01:00:14]:
I'm just gonna be completely honest with you. Is it that wild? Huh?

David Roman [01:00:18]:
No, it's not a wild. Wild.

Matt Wagg [01:00:20]:
Oh, okay.

Lucas Underwood [01:00:21]:
We're running 35 miles an hour, but we're also sitting at the red light for 45 minutes while he's just like. And people are blowing the horns, and.

David Roman [01:00:28]:
He'S just like, no, no. Well, sometimes I blow the horn. I cannot. I'm waiting for. For the automated driving. Yeah, happen, like, just get in the car. Yeah.

Lucas Underwood [01:00:38]:
Even drive his own car without curbing it. Can you imagine him pulling a trailer? You know, hey, look, he's gonna be good for trailer tire business. I swear to God. Can you back a trailer? Have you ever backed a trailer?

David Roman [01:00:53]:
As long as I have enough space. I let my employees do that.

Lucas Underwood [01:01:01]:
I've got.

David Roman [01:01:02]:
I do, I do. Like, I'll toss the keys to my employees. We're like, can you handle this? I can't back that thing up. They're just like, I know it is.

Lucas Underwood [01:01:13]:
I'm going to bring you to North Carolina. We're going to teach you some life skills.

David Roman [01:01:18]:
I got to be able to drive a trailer. That's a life.

Lucas Underwood [01:01:21]:
If you're going to have a food trailer.

Matt Wagg [01:01:23]:
Yeah.

David Roman [01:01:23]:
You're going to take a. I can hire a driver, right?

Lucas Underwood [01:01:27]:
Driving Miss Daisy. I can see it now.

David Roman [01:01:29]:
Two people in the truck. Hey, we're gonna. We're gonna set up here this. This week and sell some Mac and cheese, and I'll just have a big vat of Mac and cheese and five.

Lucas Underwood [01:01:40]:
Day old Mac and cheese reheated.

David Roman [01:01:42]:
Oh, we'll make it in the morning. We'll make it in the morning.

Lucas Underwood [01:01:45]:
Because they weren't cooked well.

David Roman [01:01:47]:
They turn to mush if they get old. But, you know, every morning, you make the. The. Make the noodles, you make the tea sauce and go, I don't know, man.

Lucas Underwood [01:01:57]:
I have seen more restaurant owners, more stressed out and struggle more than repair shop owners.

David Roman [01:02:05]:
You know, McDonald's owning a McDonald's or chick fil a. Chick fil a. Chick.

Lucas Underwood [01:02:12]:
Fil a. I think. I think back to my friend Brit, him talking about, like, the more money you make, the bigger the business is, right? You might be able to sit at home five days a week and not actually have to work in the business, and you're doing the administrative kind of thing where you're deciding where you're going as an organization. But that means that by the time those problems get to you, you're thinking about it. Doug, by the time that. If that problem is your problem.

David Roman [01:02:43]:
Dumpster fire now.

Lucas Underwood [01:02:45]:
Well, I mean, he was talking about, typically, the only time that he hears anything is when they lose an employer or multiple employees.

David Roman [01:02:52]:
Somebody's died.

Matt Wagg [01:02:53]:
Right.

Lucas Underwood [01:02:53]:
And he's like, you know, that that's a tough, because as the CEO of the company, now it's your responsibility to call the family and tell them what happened and, you know, console them and try and.

David Roman [01:03:03]:
How big is your shop?

Matt Wagg [01:03:06]:
Eight base four text.

David Roman [01:03:11]:
That's a big shot. It's big, yeah. Who'd you hire to coach?

Matt Wagg [01:03:15]:
Bill Haas.

David Roman [01:03:16]:
Okay.

Matt Wagg [01:03:17]:
I'm working with Bill currently.

David Roman [01:03:18]:
Yeah. It was that who you started with?

Matt Wagg [01:03:22]:
No.

David Roman [01:03:23]:
Who'd you start with?

Matt Wagg [01:03:24]:
I worked with Rick White for a little bit.

David Roman [01:03:26]:
Okay.

Matt Wagg [01:03:27]:
In a group. In a group setting.

David Roman [01:03:28]:
Oh, okay. So you went to Rick White now Bill Haas.

Matt Wagg [01:03:31]:
Yep.

David Roman [01:03:32]:
No.

Lucas Underwood [01:03:32]:
No. I'm not a huge fan of group coaching.

David Roman [01:03:35]:
I just.

Lucas Underwood [01:03:36]:
I don't think group coaching is a good fit for me personally.

David Roman [01:03:38]:
Coaching is cheap enough. It's not bad to. It's not a bad place to start.

Lucas Underwood [01:03:46]:
See that? I just think of all the intensive knowledge and, like, really in depth. I have some personal quirks that group coaching wouldn't have worked for, and I would have ended up not being successful because I didn't have somebody to stand there and kick my ass into gear and, like, push me through the things that I wasn't comfortable.

Matt Wagg [01:04:08]:
That's where I was really at. I just needed somebody to work directly with me, hold me accountable. I need. I need my ass kicked sometimes by somebody. I do. I do.

Lucas Underwood [01:04:17]:
I get that. It's not scalable and it doesn't make money.

Matt Wagg [01:04:20]:
Yeah.

David Roman [01:04:21]:
Oh, for the coach. No, I don't. I don't understand that, though. I just. I don't. I guess that that's a me. I think, though, I hear what you're saying. That's like, 80% of people, they're like, I just.

David Roman [01:04:34]:
Because now you don't have a boss and you need somebody to go, hey, remember that thing you were supposed to do yesterday? You didn't do that yesterday. What's going on, man? You're paying me $1,500, $2,000 a month to tell you that you should go do that thing. I don't. I don't need that because I know that thing still needs to be done.

Lucas Underwood [01:04:51]:
And you just don't do that thing.

David Roman [01:04:52]:
I don't.

Lucas Underwood [01:04:53]:
You're not gonna do it.

David Roman [01:04:53]:
And I have. I have paid the guy to tell me to tell. Guess what? I still don't do it.

Matt Wagg [01:05:00]:
Sure.

David Roman [01:05:00]:
Because I don't want to. Hey, I understand. Did you do it? No. Well, why not? Because I don't want to. I don't want to.

Matt Wagg [01:05:09]:
Yeah.

David Roman [01:05:10]:
So why would I pay somebody to tell me now if you're brand new? That was smart, by the way.

Matt Wagg [01:05:16]:
That's what, that's. That was the biggest thing.

David Roman [01:05:18]:
You're brand new. Hey, this is how you structure the business. Now, I should have done that from day one. I hired a coach day one. Or at least if I wasn't gonna, if I didn't have the money to hire a coach, at least get into, like, the mastermind group or something, something to at least start laying the foundation that this is the way you schedule, this is the way you do the. You process the vehicle, this is the way you write up a ticket, all of those little nuances that you just.

Matt Wagg [01:05:47]:
I think the biggest thing is just being aware of that and cognizant of that. And I think there's different avenues for everybody that, that's coming into it. But I think a new shop owner needs to really consider that and get in a network of people, at least get this information and have for sure to talk.

Lucas Underwood [01:06:03]:
The, the problem with the group setting though, and I know they're all going to it, but the problem with the group setting is, is that they, you get into an environment where people are afraid to ask those questions that are a little embarrassing.

Matt Wagg [01:06:17]:
Oh yeah.

Lucas Underwood [01:06:18]:
And it turns into a good old boys club and it comes into we're going to travel just to have fun and we're going to ride around and we're going to go to other people's shops and we're going to do these things so we can enjoy it.

Matt Wagg [01:06:27]:
Yeah.

Lucas Underwood [01:06:27]:
And you might get knowledge, you might get information. But compared to, so from my personal experiences, seeing what people got from one on one and then seeing the switch and seeing what people got from group, I don't think group coaching is effective at the degree that one on one is. Now I get it. To make that effective, you're going to have to pay somebody five, $6,000 a month to make one on one coaching viable for a coach. Like.

David Roman [01:06:59]:
No. Then what are you talking about? But you, you want to have, look what Cecil's doing. It was just Cecil. That's not scalable. So what do you have to do? Like not everybody's going to jive with Cecil. Not everybody. So you just bring in more people? Yeah, you just got to bring in more people.

Lucas Underwood [01:07:18]:
But then all of a sudden you have to learn to vet them. You have to make sure they're capable of doing okay.

David Roman [01:07:22]:
Well that comes with the territory. Like that's what I have to do when I hire an employee. I gotta be able to vet them and make sure that they're not gonna run off my customers.

Lucas Underwood [01:07:30]:
Salty this morning.

David Roman [01:07:32]:
I'm not salty. I'm right.

Lucas Underwood [01:07:34]:
You're rarely right.

David Roman [01:07:36]:
I'm always right, dear.

Lucas Underwood [01:07:38]:
Maybe a little touch of leftist in there too.

David Roman [01:07:45]:
I just, they have, they have to hire somebody. It can't just be them because like Bill, all the respect in the world, the bill, Bill's been doing this a long time. Bill is going to have core competence, core competencies.

Lucas Underwood [01:08:00]:
Yeah.

David Roman [01:08:01]:
And they're going to be some aspects of Bill's coaching that are going to push you personally and professionally past that. He cannot have the answers.

Matt Wagg [01:08:12]:
Right.

David Roman [01:08:13]:
It's just not within him. He doesn't have, there's no human on earth has that. There's going to be some aspect of your business and that's true about all of them.

Matt Wagg [01:08:21]:
Yeah.

David Roman [01:08:22]:
Quiet. That's where we're a Cecil or any of the larger organizations are going to start bringing people in that now. I've done everything I can for you. I'm gonna move you to this other guy or Gal and they are going to be able to develop you in this other aspect. That's the only way to make it scalable. It doesn't work any other way. I see that the group thing is not a good way to go. You're right.

Lucas Underwood [01:09:00]:
I just can't see a group functioning correctly. I think, like I said, I've seen.

David Roman [01:09:04]:
A low entry point.

Matt Wagg [01:09:06]:
Yeah.

David Roman [01:09:06]:
If you make the group cheap and you just need a taste of feedback because you haven't gotten any feedback up to this point, you have no concept of what that looks like. So hey, we're gonna bring you in at this much lower price point just so you can start seeing what the feedback model looks like and you can start making changes in your business and then we'll see where this goes.

Matt Wagg [01:09:26]:
Yeah.

David Roman [01:09:26]:
If you're like, I need something more specific. Okay, great. Now I can put you with somebody in that aspect that makes sense.

Matt Wagg [01:09:33]:
Yeah.

David Roman [01:09:34]:
But to charge personalized coaching prices within a group model, because you need to be able to expand this thing out and I need to have one meeting with five people this day and five people that day and five people that. And that's the only way because I need to be able to spread myself out. That doesn't work.

Lucas Underwood [01:09:54]:
Yeah, I'm with you.

David Roman [01:09:57]:
You done? Are you done?

Matt Wagg [01:10:01]:
Very good.

Lucas Underwood [01:10:02]:
Yeah, I was just waiting on you to say something else.