00:00:00:25 -
00:00:24:20
Speaker 1
In over three decades, I have learned that truly great car dealerships are only great because of one thing leadership. So I'm sitting down with the great men and women. Inspiring Automotive on Tim Talks automotive Leadership and beyond. Welcome, ladies and gentlemen, to yet another episode of Tim Talks. Thank you so much for taking a few minutes out of your busy days.
00:00:24:22 -
00:00:47:17
Speaker 1
As we always say, we want to bring you the best and brightest in the automotive space because no one smarter than everyone. We will continue together to get better. This week is like any other week and pretty special. I have my dear friend, the one and only Kyle Dessner. Did I did I say that right?
00:00:47:20 -
00:00:50:03
Speaker 2
Close enough. Disher.
00:00:50:05 -
00:01:13:15
Speaker 1
I'm teasing dude. I messed it up because I at the beginning of every show, I'm like, okay, how do you pronounce your last name? To make sure. To make sure I don't butcher it. Because believe it or not, people have butchered my last name as easy as it is before, but that's okay. So glad to have. Obviously, I've known Kyle for many, many years now, and, one of the one of the best, in my opinion, trainers in the space.
00:01:13:15 -
00:01:32:26
Speaker 1
I've seen his, you know, his energy. I've seen, and more importantly, the before and after, in some of our shared dealer groups, that, that use our software and obviously use Kyle as well. So, welcome Kyle to, Tim talks brother.
00:01:32:29 -
00:01:40:14
Speaker 2
Thank you. Glad to be here. It's been about time. How long do you take me to get on here? Four years. Five years? Ten years. How long you been doing these things?
00:01:40:16 -
00:02:01:25
Speaker 1
I've been doing, I'm doing a minute, but. But in all seriousness, in all sincerity, you know, and this is not a prideful statement. You know, there's a lot going on. So we've we paused a few times, but, you know, receiving multiple emails and texts and, you know, and truly helping people and, and, you know, that weekly boost, we said, you know what?
00:02:01:25 -
00:02:31:00
Speaker 1
Let's let's pivot a little bit. So the leadership, and beyond has been going on nine, ten months now, almost, almost a year to where we're, really focused, as you already know, and why you're here on the success with, you know, success leaves clues, right? And and if we can provide in a short commute to work, you know, one idea, that helps someone, you know, so more cars, make more money, take care of a customer, then that's what we're going to do.
00:02:31:00 -
00:02:58:20
Speaker 1
So, yeah, this this new branded leadership and beyond almost a year. But all in all, we started in 2020. In March of 2020 was the first episode of Tim Talks when the world was going to shut down and, believe it or not, I mean, you brought it up. So, just to remind people, the very first one we had Sarah Fisher from Don Franklin, and the world was shut down and we had we had literally.
00:02:58:20 -
00:03:24:18
Speaker 1
And this doesn't happen if you're in the podcast world, obviously, this is recorded. Very seldom are things live. But we had I think it was well over 400 high, 300, low 400 people live at that first Tim talk because people were trying to figure out how Sarah helped the, tour dealer group stay alive. And we were using QR code, QR codes and embedded, I mean, embedded, text enabled.
00:03:24:20 -
00:03:35:29
Speaker 1
There's their landlines so they can communicate. And it was it was crazy. But but yeah, that has brought us so all together about five years nice and try to pour into people. So there you go, man. There you go. Well let's, let's.
00:03:35:29 -
00:03:36:14
Speaker 2
Let's, let's.
00:03:36:14 -
00:03:55:16
Speaker 1
Start with your story, man. I, I really I think it's, it's great. And we don't want to be pitchy on here ever. You'll notice that we very rarely even talk about, our company or or who. But but we want to help people, so. But but but I love story. So so so tell people that don't know.
00:03:55:16 -
00:04:03:12
Speaker 1
Kyle, tell us your story and how you started to to how you're now influencing hundreds of dealers on a yearly basis.
00:04:03:14 -
00:04:14:24
Speaker 2
Yeah for sure. Very good. Intro to and every one of these I've ever heard I was a joy. And so that's all one to come on start selling cars. That was in high school. I, I got a job at Montgomery Ward's. Remember Montgomery Ward's.
00:04:14:27 -
00:04:17:03
Speaker 1
Montgomery Ward. Why does that sound so familiar?
00:04:17:06 -
00:04:33:02
Speaker 2
They were like the Sears for like yes yes yes yes yes yes yes. So, luckily I got a job at Montgomery Ward's. I can tell you how I finagle that thing to. I told it on another podcast. No one's ever came up to me and gave me more comments than my Montgomery Ward stories. Mill circle back to that.
00:04:33:04 -
00:04:49:06
Speaker 2
So started selling appliances and I was making good money selling appliances. There was help wanted sign right by the dealership by my high school though, and I would go past the thing and I was like, you know what, I want to sell cars. So I went in there and begged to get hired. They were like, one, you're in school.
00:04:49:06 -
00:05:05:26
Speaker 2
Two, you want to keep your appliance job. There's no way in heck we're going to let you do that. And I went in multiple, multiple, multiple times. And, finally they let me sell cars in high school. I was in high school part time. I sold washer machines 2 or 3 days a week, and then they let me sell cars the rest.
00:05:05:26 -
00:05:21:02
Speaker 2
So I work seven days a week, half selling appliances, half selling cars, sold all through high school. And then right before I graduated, they go, look, man, you got to pick one way or the other. You gotta go to college. You gotta keep doing the washing machine thing. If you quit, though, we'll put you on the desk.
00:05:21:07 -
00:05:23:26
Speaker 2
So they put me on the desk right when I've graduated high school. I say.
00:05:23:26 -
00:05:42:09
Speaker 1
Wait a minute. Wait wait wait wait wait. Hold on. Let's go back. Yeah, you're 19 years old. So? So I would tell people I started selling cars at 17, which I did. But I didn't get a management job too. I was 25 years old. So you're telling me that they. Someone put you on the desk at 19 years old?
00:05:42:11 -
00:05:53:23
Speaker 2
Sold. And I was 18. Right? When I turned 19, I got on the desk. I got on the desk late. I turned 19 right when I graduated. So, Yeah, they gave me a shot. They were crazy. They shouldn't have done it, but it worked out.
00:05:53:25 -
00:06:01:29
Speaker 1
Wow. So, I mean, what kind of feedback did you get as a 19 year old desk manager to people that I'm sure that have been in the car business 20, 30 years?
00:06:02:02 -
00:06:18:24
Speaker 2
I was very well supervised and I was kind of like a glorified, desk guy. And, believe it or not, they let me do finance to. So let me they were they were grooming me. So they, they, they I would just deal. Then they let me, spin the deal too. It was mostly subprime where I was at.
00:06:18:24 -
00:06:29:27
Speaker 2
So that made it, you know, a little less weird, but it some of the guys didn't like it. You know, you got these 40, 50, 60 year olds that I was working with, and we had two desk guys in GSM, and I was one of them.
00:06:29:27 -
00:06:37:18
Speaker 1
So yeah, that's incredible. That's incredible. So transition, you know, tell us your story to now Rev Dojo obviously. Yeah.
00:06:37:18 -
00:06:37:28
Speaker 2
Yeah.
00:06:37:28 -
00:06:59:16
Speaker 1
So kind of how how are you impacting and helping dealers? I know you do a lot of secret shopping and you know, and that's a big thing. I mean, I think that, you know, as far as process, you know, a lot of people, including myself, when I was back in the desk, you think, you know, your people are doing a good job until you actually inspect it or actually call them on the phone, or you actually send an email.
00:06:59:16 -
00:07:12:19
Speaker 1
So, so talk about how how you created or at least the mindset of the dojo and where that came from. And, and let let's start there and then we'll start unpacking what really stands out to, to some of the best run dealerships in the country.
00:07:12:21 -
00:07:34:08
Speaker 2
Yeah for sure. So we've had, Rev Dojo for ten years. I do an air quotes because we started we started out we were called Webinar Inc, which you know, and you're trying to figure out a company name. My goal was just to do webinars. Like that's all I wanted to do. I was the training manager for Edmunds.com and it was you got to think back a decade ago, we started doing these webinars.
00:07:34:08 -
00:07:49:29
Speaker 2
When we get to 300 dealers, you know, they weren't there to see me. They were just see whoever the Edmonds guy was. And then we got a little following over there. But I would do I would do webinars every single week. And some of the executive management from Edmonds left, and I was like, you know what? This this webinar thing is good.
00:07:50:02 -
00:08:06:13
Speaker 2
I just want to train via a webinar. And our original business model was just webinars. And then I'll pivot to the mystery shop thing because it's connected. Dealers were like, hey, you know, we like the webinars and all the stuff, but could you do a mystery shop and just let us know if any of the stuff is ticking?
00:08:06:16 -
00:08:27:03
Speaker 2
So we started doing mystery shops and then they said, hey, can we record the stuff and watch it later? So that's when we built our own portal. So we have a portal, does mystery shops, webinars and mystery shops or webinars. I know this is, is it supposed to be plug? But because we do recorded training, webinars, mystery shops in that one portal, we just have a lot of data.
00:08:27:05 -
00:08:32:28
Speaker 2
And, right now we mystery shop probably about 5 to $7000 a month. Would you say I.
00:08:32:28 -
00:08:52:16
Speaker 1
Said a couple of hundred? Crazy. Yeah, I did that. So you mystery shop 5 to 7000 dealers on a monthly basis. What are the what are the when you when you do that. And again I just left a big dealer group that that is incredible. We're going to announce our partnership here in a month or two, but they're the best at what they do with a particular OEM that they have.
00:08:52:16 -
00:09:21:15
Speaker 1
They're the largest in the world. And I was blown away by. In fact, I sat down with their top, their, their normal and then their top BDC agent. And I was just blown away. I was absolutely blown away. Every single time process. And it's all about most, most dealers, don't have a lead problem. You have a lead process problem, you know, and so what are some things that you're seeing that that a dealer could, you know, really focus in on.
00:09:21:16 -
00:09:37:03
Speaker 1
You know, they look at their leads, they look at how there's what what money they're spending and so on and so forth. You know, what are some trends that you're seeing? I mean, 5 or 6000 dealers on a monthly basis. You do have a lot of data. So, so what stands out to you?
00:09:37:06 -
00:09:58:22
Speaker 2
Yeah. So most people aren't aggressive enough. They want most people still aren't taking advantage of video in most people, especially on inbound call shops. And when they're going back and forth with the customer, don't utilize their doctor told the right way. So get more aggressive, send videos and utilize your doctor tool the right way and you would see an immediate spike.
00:09:58:25 -
00:10:01:06
Speaker 2
And I'm happy to go into to all that stuff.
00:10:01:08 -
00:10:21:26
Speaker 1
No I'm listening. I know a lot of great software out there. I think that, you know, most people, in fact and and I won't mention any names, but I'm looking right now for a car for my wife. Okay. And very, very nice guy. And it's a particular car. She has this particular kind of car now. She loves this car.
00:10:21:28 -
00:10:42:05
Speaker 1
I want to make my wife happy. I have reached out every the first time I reached out to the dealership, but they're the only ones that have these type of car. So I reached out to the dealership and nobody call me back home. And so I ended up in this dealership, happened to be one of our dealerships that use one of our products.
00:10:42:05 -
00:10:56:00
Speaker 1
So I called my rep, and then that rep called the CMO and say, hey, who's the manager here? Can I just reach out? So I reached out again, had a great conversation, very, very nice human being. But then they were supposed to check on something for me and two days passed.
00:10:56:03 -
00:10:59:02
Speaker 2
Yeah, nice. Typical. We see it all the time.
00:10:59:04 -
00:11:25:06
Speaker 1
And it's and it's not like, oh wait, I'm Tim. But yeah, I mean there you have it, I mean nothing. So and every single time I've wanted information I've waited and I've just sent a text and I've reached out, it is freaking mind blowing. And then we and I'm not saying everybody we have, there's some incredible humans, but how do you how do you, when you bring this data on things that they're not doing?
00:11:25:08 -
00:11:44:02
Speaker 1
How do you, I don't want to say sell it to leadership, but do you just. Hey, push play. This is how we do it. How do you get people bought in to saying, enough's enough, right? Let's change the way we're handling these these phone calls, these emails, these text, these these lead. So so so take us through that on.
00:11:44:02 -
00:11:56:20
Speaker 1
You know, a store that's not performing well at all to a store that's performing very, very well after you've, obviously mystery shopping and then training, what are those keys that we can take away with us and put in our dealership today?
00:11:56:22 -
00:12:10:15
Speaker 2
Yeah. No, it's, something kind of unique, just based on our mutual backgrounds, is. I always like to say. And I've seen you train and do stuff, too. I would never tell somebody to do something in a classroom that I won't do myself in real life.
00:12:10:15 -
00:12:12:01
Speaker 1
So 100%, you know.
00:12:12:03 -
00:12:36:04
Speaker 2
There's mystery shop companies out there that not even know names or anything. They'll call the dealer and it's, you suck, you suck, you suck. I've never sold a car, but if I did, here's what I would. And it just it just they get the dealer excited and then the rest of the sales staff just checks out, right? So when when someone uses our mystery shop in our training, I go extra crazy when I'm working leads.
00:12:36:04 -
00:12:52:01
Speaker 2
Like, I'll give you an example, I could, you know, I'll send you some videos if you want to link to this. But like recently, right? If I if I'm in front of a crowd and a fresh internet lead comes in, I can have 5000 people in front of me. I call the customer. If they don't answer, I get crazy and I do what I call him again.
00:12:52:04 -
00:13:09:18
Speaker 2
And I turn to the dealer and I say, hey, can I call this customer again? Call him again. I'll call the same customer a few different times in a row. And when the customers answer, they're never upset. And the reason why I act like a crazy person and call three times in a row is because one. They answered the phone a lot more.
00:13:09:18 -
00:13:28:27
Speaker 2
We set an appointment. Two most dealerships don't even call three times in a day. Some don't call three times in a week. And so it's important just to make sure that they understand the urgency. Because this is a customer, the one on the website, the doctor tool, third party website, they picked out a vehicle just like you did for your wife.
00:13:29:00 -
00:13:50:22
Speaker 2
After doing 20 30 hours worth of research. They gave their first name, their last name, their email address, the phone number, and they went click, click. Please call me if you got the right processes in the right call guides and stuff. The hardest part is just literally getting them on the phone. So I go insanely aggressive because like I said, if I can call three times in a row and one minute, guys, can you call three times in a day?
00:13:50:27 -
00:14:05:29
Speaker 2
Can you send them a video? And in most of the time, you know, if I didn't know what to say, I'd be scared too. If you just give somebody the right call guide and processes and you're like, here's a way that works. The people ramp it up and they just start following the process. So practice what you preach.
00:14:06:01 -
00:14:15:15
Speaker 2
Just give the data. Nobody likes to be told their baby's ugly. I was I'm as positive as possible with the mystery shops. We just see slow growth.
00:14:15:18 -
00:14:36:06
Speaker 1
Is there any let me let me let me back up a little bit. So other than the mystery shops, you you've got your toe in the water and a few other things. So, so what are let me let me back up a little bit. So other than and look there's some we've had some amazing humans on here like Jonathan Dawson and Jonathan Dawson.
00:14:36:09 -
00:15:08:25
Speaker 1
And my opinion is again one of the most amazing trainers out there. But you have to inspect, you have to use, you know, you have to follow up and make sure that your people are using, the things that people like Jonathan and Kyle are teaching, to make sure that it's implemented. Because at the same time, you know, as I have the privilege to travel this country, it's it's not necessarily, in fact, not not at all the dealerships, that are the for example, the one that I just saw on the West Coast is the number one particular OEM in the country.
00:15:08:25 -
00:15:31:18
Speaker 1
I won't say it because you know who it is. And the number one, another OEM, in the country, it's not debatable. There's a lot of things you can debate. It's not they are. And, you know, the Patrick Abe ads in Georgia and the Kevin Deutsch, like on and on and on, these people that are overachieving and and they are the ones that want to constantly see and look at the game film.
00:15:31:18 -
00:16:08:12
Speaker 1
This is what I don't want people to miss and break down the game film. How can I get just a little bit better? I talk about, if you haven't seen it, you'll get hooked on it if you like, for anything with four wheels or two wheels regardless. But four wheels is formula one drive to survive. Yeah. And and several years ago, we made our entire company watch that and I this is it ties into what you're saying, Kyle, is because in the first two seasons and the first season, they talked about walking the track and before every race near, I believe every, race team.
00:16:08:12 -
00:16:36:29
Speaker 1
I know the big ones like Red bull and and, McLaren and others do it. You would see 4 or 5, six people together in a line walking the track. And that was the driver. That was the pit crew chief, that was that engineer, that was the lead mechanic. And they walked every single inch of that track. Yeah, and they did that because they could see, well, hey, look, we know there's a 30 degree.
00:16:36:29 -
00:16:46:15
Speaker 1
It's like we need to, you know, we need to adjust the torque here. We need to do this. We need to do that. And just to get point 2% or point three. Yeah.
00:16:46:17 -
00:16:49:12
Speaker 2
That's all it takes to win the race. And this is by this much friends.
00:16:49:19 -
00:17:21:17
Speaker 1
So that guys ladies and gentlemen we're talking about this stuff. You're there's so many things out there I can come on a podcast. I can go on clubhouse, I can speak to you at Digital Dealer, nada or all this other stuff and say all these things, and it might come over good, and it might even move you. But if we don't implement them in our own life and look at our actual game film and have people like Kyle and others looking at our game film listening to what we are actually saying, I truly believe it is the biggest difference.
00:17:21:17 -
00:17:28:13
Speaker 1
We have so many people. Not that they're bad and your baby's ugly and you suck, but so many people that are okay where they're at.
00:17:28:15 -
00:17:43:18
Speaker 2
You want to guess, Tim, how many people call if five days go by talking about inspecting? What do you think the average dealer calls a customer in five days of a fresh internet lead or doctor lead? How many five days go by? We go to their website and say, we're just in the car. How many phone calls do I get?
00:17:43:21 -
00:17:54:13
Speaker 2
It's, a little over two. So 2 in 5. It's you just talking about. And when you're talking about inspecting the track and all that stuff could not agree with you more that just. You're so right.
00:17:54:16 -
00:18:11:08
Speaker 1
Yeah, yeah. And it's, it's and guys it's just I mean it's life you know it's it's not only in your businesses. We talk about life in here and we talk about leadership, but it's it's life in general, you know, where did I mess up today? We talk about clear eyes. You know, we talk about, you know, how do I get better today than I was yesterday.
00:18:11:08 -
00:18:28:07
Speaker 1
So I just want to encourage you to to look at that and try to inspect. How are you handling the leads? How long does it take you, to get back? It's funny. We've had Lynn Hutson on Tim Talks and Lynn is the marketing director at one of the marketing director, excuse me, at the Morgan Auto Group.
00:18:28:07 -
00:18:58:29
Speaker 1
And and she was asked and she was reluctant and doing it. And then she's like, okay, I will, but Tom Moore ask her to jump into, the the Dr. Sessions in the chat, obviously with our tool, while the customer was in the session. And I know this is something that you teach as well, and she tripled her ROI, but yet we go into some places and people treat these tools like ours and others like the Field of Dreams.
00:18:59:05 -
00:19:14:19
Speaker 1
If you build it, they will come. I'm going to throw it on my website. I'm going to wait until it produces a lead. I'm going to wait till it goes in the CRM. I'm going to which which technically means I'm going to wait until they go to my competitor's website. I'm going to wait to, in fact, because I just did it right before this show, I have to.
00:19:14:19 -
00:19:30:02
Speaker 1
I had a little break in between all my calls, and I just went on, that person's that that guy's competitive website to see if you had the car because nobody's got back to me. I said, can you find this car for me? I'll come in and get it. He's that was a day ago. He hasn't. So I'm like, well, I'm racking my brain.
00:19:30:05 -
00:19:46:09
Speaker 1
So. So let's unpack a little bit. Yeah. Sure. Of what you are. You're involved in a few other things and how you could. Because I want everybody to truly understand how you could truly help. And, again, not. Look, this is to help people. So. So what are some other thing that you're seeing and some other ways that you're helping dealers?
00:19:46:12 -
00:19:54:28
Speaker 2
We do we do a lot of hiring. So, you know, the hiring market is hot, in person, training a lot. And then I'm going to tell you about our cool new thing.
00:19:54:29 -
00:20:04:14
Speaker 1
So ahead, let me let me back up a little bit. So, so let's just say a dealership needs an AC certified service technician. You hire them, you can.
00:20:04:16 -
00:20:08:04
Speaker 2
I can. It's hard. That's harder than a salesperson. But we do it as good as anybody.
00:20:08:05 -
00:20:11:07
Speaker 1
I'm just asking. Yeah. So. So mainly sales. Is that correct?
00:20:11:07 -
00:20:11:19
Speaker 2
No. We do.
00:20:11:23 -
00:20:12:22
Speaker 1
You need to okay.
00:20:12:24 -
00:20:15:05
Speaker 2
Just cringe because, those that's my hardest one, you know.
00:20:15:08 -
00:20:17:21
Speaker 1
That's that's everybody's hardest one right there. We do we do we.
00:20:17:21 -
00:20:48:01
Speaker 2
Do the tech hiring for a lot of dealers. But that one's always tough. And we got, we got some we got some things we've done because we've been doing hiring for almost ten years where we can help dealers find those techs that are out there in the market. So not only do we post ads, we flip it and we aggressively go after folks that, you know, we advertise in places where people are moving from, you know, well, we check a lot of different brands, a lot of different things going on to make sure that if the tech is out there at all, considering that gig, we get them to the right place.
00:20:48:01 -
00:20:50:19
Speaker 2
With that being said, it's still hard, but we do. Yeah.
00:20:50:21 -
00:20:54:21
Speaker 1
Yeah. So what's some other things that you're seeing and that you can how you can help dealers?
00:20:54:24 -
00:21:15:24
Speaker 2
Our coolest new thing and I think I told you about this, Nadia is called grow it. I tell you about calling grow. Yeah. So appointment set in the CRM, and you don't need our software to do this. Even though our software super inexpensive. All we're doing is one in appointment is in the CRM. We're automatically sending the customer and the sales person a calendar invite.
00:21:16:00 -
00:21:36:17
Speaker 2
And we're seeing double digit show increases because everybody on earth. How did I join this podcast? Did you sent me a calendar invite? Everyone on Earth lives on their calendar. The majority of salespeople don't utilize it and don't do it though, so we're seeing huge spikes with, with the app. Again, you don't need the app. You can train the salespeople how to do it manually the app, just make sure it gets done.
00:21:36:24 -
00:21:55:23
Speaker 2
So ten appointments go on the CRM in real time. We automatically shoot out ten calendar invites. It's been really good. Very cool. Yeah, very cool doing that. So dealers, if you're listening to this, if you want one little nugget that maybe you're not doing, you know, use our app, don't use our app. Just train your people on how to do calendar bites and make sure they actually do it.
00:21:55:25 -
00:22:14:25
Speaker 1
Awesome. In fact, ladies and gentlemen, we're going to leave. We're going to put, a link, to Rev Dojo, in the description, as well as maybe a video or two. Robbie, you can help us out with that. To, to help our dealers get some more information. So, what are you seeing as you.
00:22:14:25 -
00:22:39:14
Speaker 1
I mean, you're in a bunch of dealerships. What are you seeing that's happening right now? We talk about the market. We talk about, obviously, 20, 20 to, you know, 20 beginning at 23. I mean, it was incredible. Yeah. Are you having to go back to the basics like, we have to, you know, I mean, we had to sell cars, you know, for a very long time, and then we then it got too easy.
00:22:39:14 -
00:22:47:10
Speaker 1
So what are you seeing in stores across the country? Is there anything that standing out to you that people need help with or. Or what are your thoughts there?
00:22:47:12 -
00:23:03:00
Speaker 2
Still good. It's still better than it definitely was. And some of the other times it's slowing down quite a bit. People are, you know, still kind of in that order taker phase a little bit. We got to get them back to being sales people. I mean, you could just run and grab keys and make $100,000 a year during the Covid times.
00:23:03:04 -
00:23:23:01
Speaker 2
We all thought the world is going to end. And then it was the exact opposite. You know, people are kind of struggling again. And it's it's so it's good for our business to be quite frank, because people they're asking for trading, they're asking for mystery shops, they're asking for, you know, fresh talent. The stores that just have always stuck to the process, though, whatever their process is, they're still doing great.
00:23:23:03 -
00:23:40:25
Speaker 2
The stores that are just kind of trying to hey, let me tell you about 2023. We were the number two, 2 or 3 guys. One was gone. You got to kind of get back out there and do the things, take sell cards again. And that may mean re staffing, that may mean retraining. But you know COVID's gone. Hopefully it never comes back.
00:23:40:27 -
00:23:56:14
Speaker 2
Other than the economic pluses we off I agree. It was very fun. So yeah you just got to get back out there and get it again. That's why when we mystery shop and we say, hey, we want to buy a car, we get two phone calls in five days and no video. That's the type of stuff that's still out there.
00:23:56:14 -
00:24:04:14
Speaker 2
And it's not that hard to outrun your competition. Your competition, still sleep. And trust me, you'll believe me. I can show you a hundred thousand mystery shops to prove it.
00:24:04:16 -
00:24:19:15
Speaker 1
Yeah. How do you keep that data? Like, what do you what do you do for the dealer? Let's just say you do. And I'm just throwing this out there. The average, the average store that let's just say does 150 to 200 cars a month. You know, how many mystery shots will you do for that store? And then how do you I'm curious.
00:24:19:22 -
00:24:28:02
Speaker 1
I mean, how do you break that down and and how do you report that back to the dealer? Obviously you record them, I would assume, but and then you coach to that, is that correct?
00:24:28:05 -
00:24:43:06
Speaker 2
Yeah. We don't want to blow the people up. I mean, I'm very sensitive to the fact that, you know, we don't want to waste anybody's time contrary to a guy that does, you know, thousands of mystery shops a month. I don't like waste people's time. And I wouldn't do it if I didn't see a value. We just mystery shop one time a week, believe it or not.
00:24:43:08 -
00:24:59:10
Speaker 2
And we make a sales meeting about it, and it's just, hey, guys, we got our mystery shot. I'm going to play it live for everybody. If it's good, let's clap. If it's not, let's give the person some things they could have done better. And if you base a sales meeting around that mystery shop, that's where you see the biggest spike.
00:24:59:12 -
00:25:03:16
Speaker 2
Everybody in the dealership should review that shop. So you just get better.
00:25:03:18 -
00:25:32:07
Speaker 1
You know, that's amazing. I used to say this, you know, if my if my mom or dad or grandma came into the store right. How many of your salespeople would you trust to give them to. I want you to think about that. Yeah, like your closest friend, your pastor, your rabbi, whatever, like, comes into the store and you're behind the desk and you can't get to them, but you want them taken care of.
00:25:32:07 -
00:25:54:29
Speaker 1
How many are you? I've been in stores where it doesn't matter. All of them are gone. I literally have been in those stores that every it doesn't matter pick out. Then they've got 30 salespeople, any one of them, they're going to get an amazing experience. I've also been into some stores and I've been involved in some stores. Unfortunately, when I first got there that you're like, and I've got like two people out of the 15 that I would actually put my loved one with.
00:25:55:01 -
00:26:17:29
Speaker 1
And but at the same time, we do that every single day and it's amazing, you know, when we ladies and gentlemen, look, success. And it may seem like we're beating a dead horse here, but success leaves clues. This isn't rocket science. When we put down, a process and we're acting like our, you know, the president of United States or whoever is on the other line.
00:26:17:29 -
00:26:54:04
Speaker 1
And we need to do everything the right way. When we get to that consistency and making sure that we're doing the right things and then not get upset or offended when we mess up. Look at as a learning this is a craft, a lot of people don't think answering the phone or an email. You know, this, this being a car, I don't think there's another, more rewarding business in the world from you don't have to have, you know, Harvard degree to make a ton of money, to make more than a heart doctor, to make more than a you know, whatever in this business.
00:26:54:04 -
00:27:08:17
Speaker 1
And it sure take it. If we take it serious and we pour into our people, it's amazing. It's amazing that we'll spend all this tens and tens of thousands of dollars, some hundreds of thousands of dollars in marketing. But we don't train our people.
00:27:08:20 -
00:27:10:00
Speaker 2
We'll blow your mind.
00:27:10:02 -
00:27:11:12
Speaker 1
Yeah. Please do.
00:27:11:17 -
00:27:19:22
Speaker 2
We can edit this out if you don't like it. If you hear a weird edit here. I did not get permission from Tim before I did this. Give me any. Give me a city in the United States.
00:27:19:24 -
00:27:20:20
Speaker 1
Dallas.
00:27:20:22 -
00:27:23:27
Speaker 2
Dallas. Give me a brand. We'll edit it out later.
00:27:24:00 -
00:27:25:07
Speaker 1
We'll edit it out later.
00:27:25:13 -
00:27:39:19
Speaker 2
Yeah, yeah, we'll set it this part of Dallas and then give me a Chevrolet and Chevrolet. I'm going to do a mystery shop if the sales salesperson. Yeah. If the person. The point I'll send in $500. $500 if, you can split it with me if you want.
00:27:39:21 -
00:27:44:07
Speaker 1
Let's go. We might get robbed. We might go a little long. This is good. This was totally impromptu.
00:27:44:07 -
00:28:01:17
Speaker 2
Let's rock. Let's go. I'm going to hit the very first one that pops up. Whoop! And I'm going to try and be an absolute friggin lay down. They set an appointment $500. Pull this up.
00:28:01:19 -
00:28:02:18
Speaker 3
00:28:02:21 -
00:28:04:26
Speaker 1
Rob Christie's doing that. Go ahead.
00:28:04:28 -
00:28:07:23
Speaker 2
I was going to create some work for Rob and post here, but that's all right. It's worth it.
00:28:07:24 -
00:28:10:27
Speaker 1
Now let's rock.
00:28:10:29 -
00:28:12:03
Speaker 2
Can you guys hear that?
00:28:12:06 -
00:28:13:29
Speaker 1
Yeah, we can hear.
00:28:14:02 -
00:28:17:14
Speaker 3
This call may be recorded for quality assurance.
00:28:17:16 -
00:28:29:14
Speaker 2
That's good. Yes. We got permission to record this $500 for an appointment. The only caveat, and let's just like a third party BDC, I don't know who doesn't have your back for service.
00:28:29:16 -
00:28:31:26
Speaker 1
Press one for sales.
00:28:31:28 -
00:28:38:12
Speaker 2
Press two for part for.
00:28:38:14 -
00:28:55:16
Speaker 2
Give me a car, Tim. Used car. Any car. Oh, hey. I was on the website about a week or so ago, and I thought I saw a 2080 black Rav4, and I don't see it anymore. I just wanna see if you have a black 18 Rav4.
00:28:55:19 -
00:28:57:22
Speaker 3
Okay. Give me one second.
00:28:57:25 -
00:28:59:06
Speaker 2
Yeah.
00:28:59:08 -
00:29:00:04
Speaker 3
You see how long ago.
00:29:00:04 -
00:29:08:08
Speaker 2
You saw it online? It's about a week ago. I wrote it down, and then I wrote the number down. But I didn't call fast enough. Those things sell so freaking fast.
00:29:08:11 -
00:29:12:06
Speaker 3
Yeah, and you see, it was a black one, right? Yeah. It's black.
00:29:12:09 -
00:29:23:25
Speaker 2
Black craft for 2018. I think. What? She said she's selling the what car. What should you be selling an appointment. We'll talk about it after this. Yep. Imagine if you played this full.
00:29:23:27 -
00:29:27:00
Speaker 3
I do have a 2022 black one.
00:29:27:03 -
00:29:37:00
Speaker 2
Okay. Sweet. Awesome. I can't get on the website and, check that one out. Is it on the website? No. Okay.
00:29:37:02 -
00:29:40:25
Speaker 3
It is, but I see the it just it doesn't have any pictures.
00:29:40:27 -
00:29:41:27
Speaker 2
Okay.
00:29:42:00 -
00:29:43:07
Speaker 3
What's your cellphone number?
00:29:43:09 -
00:29:51:22
Speaker 2
(503) 267-1267.
00:29:51:25 -
00:30:06:18
Speaker 3
Okay. I'm about to send you my business card. Perfect. I'll go ahead and send you some pictures. All right, now, you know what? I click on it. Okay? At first, it didn't show up. Any pictures? You have to. And then when you click on it, you'll see.
00:30:06:24 -
00:30:10:19
Speaker 2
Okay. Yeah. Send it over. I'll take a check. I'll check it out.
00:30:10:22 -
00:30:13:23
Speaker 3
Okay. And then I'm still gonna, send you pictures from the phone.
00:30:14:00 -
00:30:15:07
Speaker 2
Okay. Thank you.
00:30:15:09 -
00:30:15:27
Speaker 3
What is your name?
00:30:16:01 -
00:30:19:01
Speaker 2
Oh, sorry. Kyle.
00:30:19:04 -
00:30:21:27
Speaker 3
Okay. Kyle, my name is Belinda. I just sent you my business card.
00:30:21:29 -
00:30:35:13
Speaker 2
Thank you so much. I appreciate it. You're welcome. Thank you. So nice lady. Got the phone number? The goal ain't the phone number. What's the goal, Tim? Are you muted.
00:30:35:15 -
00:30:38:08
Speaker 1
The I was unmuted so they didn't hear me. The freaking.
00:30:38:08 -
00:30:55:23
Speaker 2
Appointment. Now let me ask you this because I know we're both chomping at the bit here. What am I driving now? What's my email address. So that's right. Does anybody lay in bed at night and think someday, someday I'm going to get a seven year old Rav4? Why am I calling a seven year old Rav4? What's the reason why?
00:30:55:25 -
00:30:57:25
Speaker 1
It's because you need a car.
00:30:57:27 -
00:31:14:06
Speaker 2
2018 Rav4. That is a great choice. Let me do this. Let me check on that Rav4 for you. It won't take me long at all. And while I'm checking on that Rav4, I could also check another stuff that's like it to you. Looking for just a Rav4 or something nice in that price range, 99% of the population or something nice.
00:31:14:06 -
00:31:33:13
Speaker 2
That price range. Awesome. Hey, what are you driving now? Oh, cool. We love those. What are you going to do with that? You're thinking about selling it. You don't set the appointment at the end. You set the appointment at the beginning. If you just expand the inventory this much and you engage the trade, you're going to have an appointment almost every single time.
00:31:33:13 -
00:31:48:18
Speaker 2
And I don't want to sound like a bully. I could have 200 people in front of me. If I'm teaching inbound calls, I say, hey, let's interrupt the class when the phone rings, because I know all I got to do is read the call guide and I'm going to have an appointment 90 plus percent of the time. And Tim, I know you got great call guides.
00:31:48:18 -
00:32:08:00
Speaker 2
I've seen your stuff. I'll send you are call guides, posters, posters, managers, dealers, Tim's friends, my friends. If you're listening to this, make sure that you have a call guide in front of your salespeople. And then I'm going to be quiet after this one point, because this is huge. This is a number one thing dealers are missing right now.
00:32:08:03 -
00:32:16:25
Speaker 2
She should have hung up the phone, put me in CRM, and then who should she have gone to? Go see Tim? That put you on the spot? Who should she go see?
00:32:16:27 -
00:32:19:08
Speaker 1
Say that again. One second. I was checking my note.
00:32:19:10 -
00:32:37:12
Speaker 2
Notes right when she hung up the phone. Who should she have gone to talk to? Who would she took? Manager. Hey, I just took this phone up and if ten calls come in to the dealership, you want ten managers touching those calls? A manager's never going to touch that call. Have a call, right? Never hang up without asking for an appointment.
00:32:37:15 -
00:32:46:19
Speaker 2
Never lie to anything. Anyone. You don't need to expand the inventory. Get the tradeable. Go touch the desk. Boom!
00:32:46:22 -
00:33:13:17
Speaker 1
Ladies and gentlemen, you have seen a live example of why we need to train. Why we need to, as the old saying says, inspect what we expect. We expect everybody to be killing it. But at the same time we probably nice. We probably have really nice salespeople like the lady just we just randomly picked a dealership in Dallas, Texas, a Chevy dealer in Dallas, Texas, and we randomly picked a car.
00:33:13:19 -
00:33:17:15
Speaker 1
Very nice, but no appointment.
00:33:17:17 -
00:33:25:15
Speaker 2
We didn't just text me a picture of herself and her business car. That's all I got. But so nothing about the car or asking anything? Yeah, she just text message, text me. At least she texted you.
00:33:25:15 -
00:33:43:05
Speaker 1
But we did not get the appointment. Ladies and gentlemen, our even asked for the appointment or even find out why we needed the car or what they were trading. Because I would argue that the trade is almost as important, if not more important, than the car you're selling. Depending on what you know, as hard as it is to buy, buy inventory, these days.
00:33:43:05 -
00:33:44:01
Speaker 1
So.
00:33:44:03 -
00:33:55:22
Speaker 2
You put a call guy in front of her, she would be dynamite. She does that make training? Very nice person. She probably sells 15 cars a month just by being so nice. Yeah. Put a call guy in front of her, put some processes in front of her. She'd be on fire.
00:33:55:24 -
00:34:12:09
Speaker 1
You know, you you mentioned. And we're going to put it down in so you can have it and you give a lot of things away for free. That's what I love about you, Kyle, is because, look, we're just here to help. I mean, look, if we can make if you can sell, you can listen to a 30 minute podcast, you can sell an extra 2 or 3 or 4 or 5 cars a month.
00:34:12:09 -
00:34:34:20
Speaker 1
Ten cars. We win. Right? That's what we're trying to do. Whether you use us, my our, our company or Kyle's or whoever's, you've got some links that are pretty impressive. You got some QR codes, you've got some. You've got some incredible things for dealers that are free. Let me say that again. So and we're going to put them in the comments.
00:34:34:20 -
00:34:51:23
Speaker 1
We're going to make sure that Rob gets those. And we put those we've got a couple sales meetings I believe, we've got links and to some videos. What else can we put there in the link? That's free for dealers if they just want to check it out at their leisure to help them in their next sales meeting or, or training their people.
00:34:51:26 -
00:35:08:12
Speaker 2
Yeah, we'll do some live calls and stuff, and, we're coming to a wrap here. I know we're over here. Over time, I'll see if I could find a video of this. And, don't kill me. Tim obviously is a big part of a digital retailing company. You know how the biggest missed opportunity in digital retail right now in real life?
00:35:08:13 -
00:35:30:17
Speaker 2
Real customers. You want to know, Tim? Okay. You get somebody on the phone and they say, what's my car worth? Can I have the best price? Right. One of the easiest opportunities and most people don't do it is just use your digital retailing link. You know what, Mr.. Customer? Mrs. customer, you want to know the price, the payment, the trade, whatever.
00:35:30:19 -
00:35:52:04
Speaker 2
We're a full disclosure dealership right now. If you're looking for the best trade value, price, payment, whatever the hot button is, you're going to buy it from us because everyone looking for that bias here. In fact, I'm going to text you a link right now if that's okay with you, right in this link. Not only are you going to have pricing, you're going to be able to take a look at your payments, the value of your trade every single day.
00:35:52:06 -
00:36:09:04
Speaker 2
And you know you're going to be happy with this. If not, I'd be shocked. Assuming you're happy because everybody always is. What time can you come out this afternoon or this evening? Why come out this evening? Lock the appointment down and you close with this. All right. I just text you that link I got you on my calendar for 615 this evening.
00:36:09:07 -
00:36:31:01
Speaker 2
Anything you don't like, all you got to do is call me. Your digital retailing tool shows confidence. Next time someone says I want the best price, don't get up and go talk to your sales manager. Text them the digital retailing link. Next time somebody wants to trade value, take some of the digital retailing link. Set the appointment and now the buyer has a 615 appointment in their head on their calendar.
00:36:31:04 -
00:36:44:06
Speaker 2
They click the link. They see you're a nice person. They see you're not playing any games. Boom. They show up so that is the number one area when we're teaching digital retail that's underutilized. Use the deal. Love it for the best price, best whatever.
00:36:44:09 -
00:37:02:26
Speaker 1
I love it. I think I'm a pair of you went to a few of our dealer groups. Listen, ladies and gentlemen, thank you. We are a little over time, but I think it was well worth it. We did a live secret shop on Tim Talks. Kyle is going to put a couple links to help you and your dealership free of charge, just to help you.
00:37:02:29 -
00:37:12:20
Speaker 1
Also, if you want to get Ahold of Kyle at Rev Dojo, we're going to also put that link in the comments below. Kyle, thank you so much for, for the time you spent with us today, brother.
00:37:12:27 -
00:37:16:15
Speaker 2
Let's just edit out the boring stuff. We'll keep it short. You know, you have to put the whole podcast.
00:37:16:17 -
00:37:32:16
Speaker 1
Yeah, we can do that too. We can do that too. Ladies and gentlemen, thank you for for taking. Thank you for hanging out with us. For a few minutes, hopefully on your commute, on the way to your dealership, getting ready to crush the day as we always say, no one is smarter than everyone.
00:37:32:16 -
00:37:32:29
Speaker 2
Everyone.
00:37:33:02 -
00:37:38:08
Speaker 1
But absolutely. Let's just continue to get better together. We'll see you soon.
00:37:38:11 -
00:37:39:21
Speaker 2
Thanks, Jim.
00:37:39:23 -
00:37:46:04
Unknown
And I.
00:37:46:06 -
00:37:47:08
Unknown
Guess you.
