บทถอดความฉบับเต็มของ Stop Chasing KPIs and Start Investing in People | Darrin Barney & Stuart Baker - Ep 50

putting parts. And that's basically it. The advisor is still going to be going over it and adjusting price where they need to. Right. Can jobs and stuff like that. But that time, like I kept thinking, well, man, it's got to take a lot of time away from the technician. [Tonnika Haynes] (5:22 - 5:23) Yeah, that's what I'm thinking too. [Stuart Baker] (5:23 - 5:28) That was my next pushback is going to take a lot of time from the technician. Right, well, that's what I thought too. But then you start hearing them. [Tonnika Haynes] (5:30 - 5:32) We got to talk right into the phone because they're going to get loud. [Stuart Baker] (5:32 - 5:41) You start hearing the owners saying that like the technicians love it. And on my break, I ran into Bert and I was just kind of, we were talking about our classes. [Tonnika Haynes] (5:41 - 5:43) Bert would be the first one to be like, I ain't doing that. [Stuart Baker] (5:43 - 5:53) Well, I said, you know, what do you think about this idea? And he's like, honestly, I wouldn't be opposed to that. And, you know, his are sometimes I need more information from him. [Tonnika Haynes] (5:54 - 5:54) Yeah. [Stuart Baker] (5:54 - 6:20) And he's the furthest one from me. And you got to walk him out to get to him. So I'm constantly having to go back to get information. So I'm like, if I can get everything at one time, can streamline things a little bit. Because, you know, both classes are about bottlenecks. Right. Eliminating bottlenecks, how to be as efficient as possible. So I was like, it's just ideas. Just come up with some ideas. Stuff to think about. [Tonnika Haynes] (6:20 - 6:25) And I'm so happy to listen to Stuart with the ideas. So in the shop, I don't have a manager. [Darrin Barney] (6:25 - 6:25) Right. [Tonnika Haynes] (6:26 - 6:44) I feel like they manage themselves and I might be wrong. But if there's a manager that you have to say, okay, water gun to head, who's your manager? It will be Stuart and everybody would agree. Right. Almost everybody, everybody would agree. So to hear him with the ideas and implementation and this is his second ASTA. [Stuart Baker] (6:44 - 6:44) Yep. [Tonnika Haynes] (6:45 - 6:59) Stuart started working with me about two weeks. I don't even know if it was a full two weeks before ASTA last year. And I remember he was fired up immediately. Immediately with the classes. Because he was thinking like, oh crap, this is the stuff I wish. Because you were not at Firestone. Where were you? [Stuart Baker] (7:00 - 7:00) Mr. Tire. [Tonnika Haynes] (7:01 - 7:15) Mr. Tire. He was like, these are the things that I always knew would work in the shop, but I could not implement them. Sure. And so I've got this dude, he's fired up. And then he starts coaching with you guys. When did you start with Elite? You started with me in September. We got you signed up maybe February? [Stuart Baker] (7:15 - 7:21) December probably. Something like that. December or March. Oh, March is when we went to Atlanta. Went to Atlanta. [Tonnika Haynes] (7:21 - 7:54) So you went to the March course. Right. Came back fired up. And I've been so excited since then to have Stuart on the team. And to watch him grow, like the ARO and a confidence in selling. And just, like I didn't know him as a service advisor before. It's not like I had him for years and then you guys took him and just switched, did a switcheroo. How do you feel about your change between starting with us, going to ASTA and actually having real coaching? Cause I feel like you probably had coaching with Mr. Tire, but not on the level that you needed. [Stuart Baker] (7:55 - 8:32) We're talking about modules, you know, like they're not, places like that don't have the time or incentive to do stuff like that. And man, it's like night and day difference. It's like night and day difference. You're like really getting able to, to, I don't know, get a different perspective. You know, get a different perspective on, on your whole job, you know, all, you know, about people, building relationships, building rapport. We talk about rapport. Of course. It's important. [Darrin Barney] (8:32 - 8:32) Yeah. [Stuart Baker] (8:33 - 8:33) Tons. [Darrin Barney] (8:34 - 8:35) That's the biggest thing that makes us different. [Stuart Baker] (8:35 - 8:35) Yeah. [Darrin Barney] (8:35 - 8:44) Is really focused on people. And it's not just about manipulating your customer, getting them to buy. It's about connecting with them on a human level so that we can actually have a good conversation. I can help you make good decisions. [Tonnika Haynes] (8:44 - 8:44) Yeah. [Darrin Barney] (8:44 - 8:47) But you got to like me and trust me or you're not going to buy from me, you know? [Tonnika Haynes] (8:47 - 8:48) Right. [Darrin Barney] (8:48 - 8:52) So we really work at the basics and just get back into how to look people in the eyes when you talk to them and all those things. [Tonnika Haynes] (8:52 - 9:09) Yeah. Cause I think it's, when you got back from Atlanta, that's when I noticed a mirror in front of the computer. He still has it there. Oh yeah. Because those little things as the owner that I invested in this, this young man here. Right. And it's not cheap, it's not cheap, but it's already paid for itself. [Zeb Beard] (9:09 - 9:09) Right. [Tonnika Haynes] (9:09 - 9:32) And it's paid for itself already. I can step away and nothing makes me happier than when Stuart comes and say, okay, this is the game plan. This is what we're doing, bet. And I'm like, all right, this is where we are. We're not having the best week ever, but this is what we got coming in, in a kid. And it was like, okay, look at you being invested. And I feel like it's because, all right, I invested in him. Yeah. And I'm getting it back. It's a big thing. It's a big deal. [Darrin Barney] (9:32 - 9:39) You have to invest in your people. And I don't know if I'll ever do that. Yeah. It is, it totally is, you know? The

thing is, if he grows, he's going to help the rest of the team grow as well. [Tonnika Haynes] (9:39 - 9:39) Right. [Darrin Barney] (9:39 - 9:41) You know, and come back with a new ideas and just to challenge. [Tonnika Haynes] (9:42 - 9:59) Like he just did. Yeah, exactly. Yeah. And I can trust him with that. Yeah. It's a good thing. It's a wild thing in the ownership level. I don't have to micromanage. And he knows I am a micromanaging something. They try to put me out. What time do I have to leave work? [Darrin Barney] (9:59 - 9:59) Three. [Tonnika Haynes] (9:59 - 10:14) Three o'clock. They're like, it's time for you to go, Ms. Tanika. Like, get out. Yeah. Cause I will go in there and I was like, well, what about this? And what about that? And I'm game planning and it's like, okay, well she leaves now. And I know I get on them nerves, but I just can't lose. I don't want to lose control because it's a little ego's there and it's my baby. [Zeb Beard] (10:14 - 10:15) It's your baby. It's my baby. [Tonnika Haynes] (10:15 - 10:28) But I think if shop owners learn to find the right people and get them in the right training, then like you will be sitting here smiling at me right now. Cause I was like, oh, do I really want to do that? I'll put my guy on there. And then somebody tried to poach my man. Now you can't take, you can't get Stu. [Stuart Baker] (10:28 - 10:38) Look, look, I can't remember when I said it, but there's some point in time I was like, look, you're good. It's got to take some, some TNT to get me out of here. I'm not going anywhere. [Tonnika Haynes] (10:40 - 11:02) So I didn't know until I was in your class at STX. I didn't know you were the head honcho. You're not. Yeah. You don't act like the head honcho. And I love that about you. I did not know that you were the man at elite. And I can't believe, and here's the thing, respectfully, I can't believe you're sitting here taking the time to talk to me. [Darrin Barney] (11:02 - 11:17) Why would I not? Because you're, you're the VIP. You're the head honcho. See, that's the thing is that I come from, I still own a shop and it's like, I'm still in the trenches and I understand. And it's like, I'm not any smarter than anybody else. Right. I have people around me that are extremely smart, you know? [Tonnika Haynes] (11:17 - 11:18) Yeah. [Darrin Barney] (11:18 - 11:24) And so I take the best I can from those people around me and try to make myself the best I can be. So I'm always learning. [Tonnika Haynes] (11:24 - 11:24) Yeah. [Darrin Barney] (11:25 - 11:32) So, I mean, learn from people all the time. There's a lot from Stu. I mean, it's just one of those things that, yeah. I appreciate the kind of words, but it's just- Yeah, yeah. [Tonnika Haynes] (11:32 - 11:53) But I mean, I don't know how that came off, but to see that, like you said, you're still in the trenches and there are so many- Things still going on. Things still going on, and there's a lot of companies

that are not. Yeah. Did you go to Tectonic? Yeah, of course. Did you see the panel that Mike Allen did? Yeah, I was on that panel. Oh, did you? [Darrin Barney] (11:53 - 11:53) Yeah. You were on that panel? [Tonnika Haynes] (11:54 - 12:14) Yeah. I was just, I was, it was a trip. Yeah, it was cool. It was very cool, and he'd ask some questions because sometimes you get coached by certain companies, nobody that we know, love, and respect, because there's a lot of respectable ones right here at ASDA, and they're telling you all the ingredients, and they've made this cookbook and everything, but none of them know how to cook anymore. [Darrin Barney] (12:14 - 12:14) Yeah. [Tonnika Haynes] (12:14 - 12:17) Yeah. So, you still know how to cook. [Darrin Barney] (12:17 - 12:18) I'd like to think so, anyway. [Tonnika Haynes] (12:18 - 12:18) You're still cooking. [Darrin Barney] (12:19 - 12:37) Well, I'm still learning. That's the thing is that, you know, we go out there and we teach all these classes about how to do things, and then it's like, as you're teaching and you're preparing, you're actually like, crud, I need to get back in my shop, I need to redo this again. Yeah. You know, because it's just one of those things that doesn't matter how good you think you are, you don't have it figured out, you have no idea, nobody does. Everybody's bluffing their way through life. I say that all the time. [Tonnika Haynes] (12:37 - 12:41) I say people are not who they post to be on Facebook. You're only seeing the good side. [Darrin Barney] (12:41 - 13:23) Exactly. You know, I mean, you're only seeing the wins and the successes and all those things. They're not actually seeing the- Everything that took to get there. Yeah. You know. It's like the whole thing of the iceberg, you know, and you're only seeing the very top of the iceberg. You don't see all the stuff underneath, all the work and dedication and all the years of failures to figure out what works. Yeah. You know, and what works for me doesn't work for you. Right. That's what's so crazy about this world is it's like all of us can think that we know it all. And I love that when I hear these coaches talk about that, they're just like, well, this is what you do. And it's like, well, wait a minute, is that really what you do? Yeah. I mean, there's some things that, of course, you know, there's a formula to follow, but everybody's business is different. So you look at it from 10,000 foot view, right? And just kind of step back from it and get an idea of what really is going to work here. Right. So that's- Yeah, big time. [Tonnika Haynes] (13:23 - 13:30) No, no, stay on that soap box. I like it because that's what that, what does it say? Where's the one? What you eat don't make me fat. [Darrin Barney] (13:31 - 13:32) I didn't see that one. [Tonnika Haynes] (13:32 - 13:51) Yeah, you don't see that one? Oh, I'll find it for you. I'll make sure you get it. And that's one thing that Monte used to

say all the time and it made me sick. I couldn't stand it. It's that one right there. But it's like worry about yourself. What works in your shop might not work in my shop. We know what the basic formula is, right? Well, that's the thing. Cars in, cars out, make money, make a profit, happy customer. You have to have happy employees. Happy employees. [Darrin Barney] (13:51 - 14:20) That's another big piece of that, right? But yeah, there's no way for me to diagnose your business and just tell you what's going to work for your shop. I don't know that until I know what you're doing and how you've got to where you are so we can really figure out what's going to make it best. Does that make sense? That makes all the sense. It's like, I don't understand when I hear people talk to me and they're like, well, yeah, another coaching company. So when I first joined with Elite, they didn't want to work with me. I had to beg Bob and Doris to work with me because they said, because I had an off-road shop. And they're like, we don't know how to help you. Yeah. And I'm like- What do you mean? [Tonnika Haynes] (14:20 - 14:21) That's exactly what I said. [Darrin Barney] (14:21 - 14:38) I'm like, we're still helping people and fixing cars. Right, right. And that's the end of the day. That's what we're doing is just helping people and fixing cars, right? Yeah. And I had to beg them to take me on. And then once they took me on and it's like, okay. And it's, I don't know. I just have always kept that attitude. It's like, let's just learn and grow together. Let's figure it out, you know? So anyway. [Tonnika Haynes] (14:38 - 14:48) Such a positive attitude. And I think everybody under your umbrella, everyone that I've met have such a positive attitude. And I'm guessing it's coming from top-down leadership. [Darrin Barney] (14:48 - 14:53) I hate that word. I try to surround myself with people that are very happy and positive. [Tonnika Haynes] (14:53 - 14:53) Yeah. [Darrin Barney] (14:53 - 14:58) I hate rain clouds. People that are always negative and it's like really hard. Life is difficult. It is. [Tonnika Haynes] (14:58 - 15:00) We don't need anything extra to make it any harder. [Darrin Barney] (15:00 - 15:03) I want to surround myself with people like Sabrina and all those people that are just awesome. [Stuart Baker] (15:03 - 15:05) I was about to say Sabrina. She's a perfect example. [Darrin Barney] (15:05 - 15:12) I mean, it just brightens up my day. Every time I talk to her, she's great, you know? And it's like, she's one of my best friends. It's like, it's the way I really believe that you should run your business. [Tonnika Haynes] (15:13 - 15:19) And the funny thing is you were telling us at STX that sometimes she has to call you out on your crap and let you know you're being a jerk. Yep. [Darrin Barney] (15:19 - 15:20) Oh yeah. [Tonnika Haynes] (15:20 - 15:28) And that's cool. You can, I think, Stuart, I don't know if you can say that yet, but eventually you'll be like, Ms. Seneca, you're getting on my nerves. You're being a jerk. And I'll be like, okay. [Darrin Barney] (15:28 - 15:46) But see, the cool thing is when you understand why someone does something. That's why I love the disc so much that we talked about in that class, right? Because if you understand that he's in high S and C and he comes to you and he actually blows up at you and comes to you, then you're like, crap. You know what it takes for that person to step out of that box, to get to that point. It's like, crap, I better really listen to you. [Tonnika Haynes] (15:46 - 15:53) We've had situations in the offense and I could see a difference. I'm like, what is, that is not you. What's going on? I'll be fine. No, something's not right. That's not your personality. [Stuart Baker] (15:53 - 15:56) That's how it goes every time. Yeah, because it doesn't, it takes a lot. [Tonnika Haynes] (15:56 - 16:40) It takes a lot to get there. And yeah, so that, the disc assessment, I did one with Rick White and that's when I first heard of it years ago when I was coaching with 180 Biz. And I was like, ooh, I'm a strong D. A little bit odd, but I'm a strong D. And I was like, I run over people. Just get out of my way and let me do it. And I do, that's why I'm so glad. I really wish my office was detached from the shop. I feel better when I work at home because I will go up there and I'll change the whole game. But sometimes I need to come change the game plan. I have to come in and quarterback it, but I need to let them figure out how to do it. Like, okay, you go move it around. Let you do it. Let them do it, let them do it, let them do it. But then you need to know who you're working with and learn how to use those strengths. [Darrin Barney] (16:40 - 17:04) And as a D though, it's very powerful to you that you can identify one of those personality traits. You know their I, I, S, C, whatever it may be. Then you know how to talk with them. And you're gonna get the results that you are so motivated by. Because Ds are highly motivated by results. And it doesn't matter what it takes to get the results. I want the results. I want the results. Yeah, but when you know that they're one of these other ones it's like, oh, you're a high S, okay. You want to support, you don't want to have change. So I've really got to talk you through why we're changing. [Stuart Baker] (17:04 - 17:14) What are you saying? I'm trying to remember. I can't remember what mine was. He's an S, without a doubt. Yeah, it was some I maybe, I think. [Tonnika Haynes] (17:14 - 18:13) Yeah, of course. So you are the student. This is the boss man of Elite. You're my first person to go through the program. Honestly, I used to get the Fly With Eagles calls and emails all the time when I first started. All the time when you guys would come to Raleigh. And I've always ignored it. And now I do regret it. Let me tell you another crazy thing. Matt Loftin, I

was coming from my first coaching group drive, they're based in California. I'm flying back from California. I'm sitting beside his dad. This is years ago. This is years ago. This is eight, nine years ago. And we get to talking. And then I realized who he was because we used to order parts. They sell aftermarket strut assemblies. And we used to order parts from them. And so we were just talking, shooting the breeze. Didn't make a connection. He went on his way. I went on my way. The world is so small. [Stuart Baker] (18:13 - 18:14) It is small. [Tonnika Haynes] (18:14 - 19:05) The world is so small. I just am tickled by that. Is it cool? It is so cool. I am so tickled by that. I was like, I want to sit beside your daddy on a plane, eating cheeseburgers, talking about stuff. And that's a talking man. And I usually don't talk to people on the plane. I am putting my headphones on and I'm looking out the window on purpose. My seat is 1F and that's where I'm going on the plane. And I'm getting off. I don't want to be talking to anybody. It's too many people on that plane. But I spoke with him the whole flight, no naps or anything. That was the best connection ever. I didn't expect to see him ever again in my life, but it was great. And then look, then here comes Matt. And then I put two and two together. I'm like, wait a minute, wait a minute. So you are the student of the program that he develops and continues to develop. How was your whole experience? Give that man his flowers. [Stuart Baker] (19:06 - 19:44) It was an awesome experience. The, you know, crucially the first three days going through all the material, starting to build those connections and bonds with your other classmates and everybody, you know, you and Sabrina. I mean, that was awesome experience. Building those friendships, you know, and then the six months later of like staying in touch and we're all growing together and you're watching everybody like, you know, everybody's coming up together. And like, I don't know, that was one of the, one of the best things about it. You know. [Tonnika Haynes] (19:44 - 19:54) So not actually the book stuff? Well, I mean. The book stuff is good, but I'm just saying, where did you come up with that? What made you guys, cause I think you guys, not forced, you encouraged the bonding of that group. [Darrin Barney] (19:55 - 20:00) Oh yeah. So it starts with the vetting. Okay. So that's why we want to meet with the owner first and then we meet with the student. [Tonnika Haynes] (20:00 - 20:01) I remember that, yeah. Right, the advisor. [Darrin Barney] (20:01 - 20:16) And we got to make sure that they got the right brainset to be willing to work together at a group and that they believe that they can improve. Because the last thing I want to do is work with somebody who says they're a 10 out of 10 on sales. Because that means they already figured it out. They think they know everything. Right? Harder to coach. [Zeb Beard] (20:16 -

20:16) Yes. [Darrin Barney] (20:16 - 20:19) You can't work with somebody that already believes they're the best. [Stuart Baker] (20:19 - 20:19) Right, right. [Darrin Barney] (20:19 - 20:29) So I want to work with people that believe that there's still improvement. And that's why we vet. We ask very specific questions to make sure we're getting the right people in the group. It's often we'll call somebody, an owner, and be like, sorry, we're not going to let your advisor in. [Tonnika Haynes] (20:29 - 20:30) Seriously? Oh yeah. [Darrin Barney] (20:30 - 20:35) Every class it happens. Because I do not want a rotten egg in the group. [Tonnika Haynes] (20:35 - 20:35) Right. [Darrin Barney] (20:35 - 20:43) Okay? Like they say, the bad apple ruins the barrel. And it's really true. If you've got somebody that's got a bad attitude, not willing to open and grow and learn, then it's going to affect the rest of that class. [Tonnika Haynes] (20:43 - 20:54) I felt that in group settings. Yeah. I don't work well with others. I'm a D. Right. And if I have to deal with that, I'm thinking back in my head, as the, you know, the boss, I'm leaving my shop. [Darrin Barney] (20:54 - 20:54) Yeah. [Tonnika Haynes] (20:55 - 21:04) And I'm spending money and I'm flying and all this stuff is costing me money and I have to sit here and look at this dung-a-lung in a group. Right. Like, why are they still here? I want to look at the coach and say, y'all just keep taking their money. [Darrin Barney] (21:04 - 21:21) Yeah. Why are they still here? And that's the thing though, is that you've got to have that right people in that right environment. And that's what we, we're so selective because we want to have people that are, once again, are going to be willing to grow. If you're an, if you're an owner and you're going to send a guy and we talk to him, we find out he's leaving you. Oh. What happens all the time. You take it. [Zeb Beard] (21:21 - 21:23) It seriously happens. You're like, we're doing this vetting process. [Darrin Barney] (21:24 - 21:29) And I'm asking about how things are going. And you're like, well, I've kind of been looking at another job. And we hear it. You do. [Tonnika Haynes] (21:32 - 21:34) You might want to not spend that money on him. [Darrin Barney] (21:34 - 22:01) Especially if you spend that much money. It's like, we just had that conversation. It's like, well, I didn't know if you're aware of this, but I get the impression he's thinking about leaving by some of the stuff he said. He doesn't like this, this, and this, and this. Yeah. You know, or he just told me, I mean, I'm going to be honest with you. You're the guy paying the bill, right? So I'm going to be honest with you, but we really want the right people in that class. And if I can't fix somebody that thinks that they know it all. Yeah. Right. That's, I really believe that we have to have constant pushing ourselves to be better, no matter what it is. [Zeb Beard] (22:01 -

22:03) You don't know it all. I don't care who you are. Well, 1%. [Darrin Barney] (22:03 - 22:15) Yeah. 1% better every day. Exactly. Yeah. That's from class too. It's from a James Clear book and it's like atomic habits and just how if you just one thing to make it better, I'm sure you heard me talk about it, but it's not overwhelming to just do that one thing. [Tonnika Haynes] (22:15 - 22:15) Yeah. [Darrin Barney] (22:15 - 22:29) But anyway, that starts with that. And then we're very careful with how the whole class is structured. Everything is there for a purpose and a reason. We break down the barriers between everybody and we get them to, you know, get them to be friends because when you're in a peer environment, we really push you out of your comfort zone. [Stuart Baker] (22:29 - 22:50) And then it's broken down into smaller groups. We'll do like some of the training is, you know, you're checking in or you're doing your role playing with smaller groups. And so then that's even, makes it a little bit more manageable, you know. It's great. It's really, really great. [Tonnika Haynes] (22:50 - 23:05) Like I watched him do it. Like I've had, Haley said service advisor training, but I haven't really watched her go through the process, but I kind of watched through it, go through the process. And he would get that little book bag, his PicoScope bag. He still has it. It's just the same bag. [Stuart Baker] (23:05 - 23:09) I'm using it. Yeah, baby. He have his book bag. I got all this stuff in it right now. That's awesome. [Tonnika Haynes] (23:09 - 23:20) And they would come kick me out of my office. I got class. Like, I got class. And now Sabrina would see me sneaking in the back, like, you got kicked out of my office. And he was like really into it. And I guess that comes along with the vetting process. [Darrin Barney] (23:20 - 23:21) It does. [Tonnika Haynes] (23:21 - 23:21) Yeah. [Darrin Barney] (23:21 - 23:30) Yep. Cause you have to have the right person. I can't stress that enough. If you've got the wrong person in there, I can't do anything for them. You're not going to get results. You're not going to be happy with me. I don't want him in my class. [Tonnika Haynes] (23:30 - 23:32) Because that makes your brain look bad. [Darrin Barney] (23:32 - 23:32) It does. [Tonnika Haynes] (23:32 - 23:32) Yeah. [Darrin Barney] (23:33 - 23:43) And every once in a while, I mean, you still get somebody that you're like, I look at Sabrina and I'm like, during lunch we'll talk about it, I'm like, how, what happened here? You know? He missed it. It's like, I'm sorry. [Zeb Beard] (23:43 - 23:44) I don't know. One got through. [Darrin Barney] (23:44 - 23:50) Yeah. Well, it just happens. Yeah. But we really try hard to, imagine if I called you and I told you the baby's ugly, right? [Tonnika Haynes] (23:50 - 23:52) Oh. It's really hard. Yeah. [Darrin Barney] (23:52 - 23:54) But we have to do it because I want to protect the integrity of the class. [Tonnika Haynes] (23:54 - 24:10) Because that experience, you know? He has nice hair, but that's an ugly baby. Yeah. Yeah. That's so wild. But I am very impressed with the growth that I've seen with him. And I haven't looked at your original ARO, but I remember when you started. [Stuart Baker] (24:11 - 24:19) Yeah, it was around, I want to say it was like around 6.50 or something. And I think it's closer to like 9.50 now. [Tonnika Haynes] (24:19 - 25:04) It's paid for itself. Your confidence paid for itself on the phone calls. Stuart is, he is, he wears his heart on his sleeve. It's a beautiful heart. And I can hear him sometimes. It's just having to have a hard conversation, but I can hear more confidence in it, being confident in what he's selling and what he's saying. Cause he's a personal guy and he wants to make everybody happy. And I think one thing before Elite, when you first got in my shop, I was like, you know, you can tell them no. Like, you know that that was going to be a horrible customer, but you just felt, but he came from a place. Well, you had to say yes to everything. Everything came in, yeah. Right now, all the things, all at once, all the time. And so when he was able to slow down and I was like, okay, no, we slow down. We present and we talk. And we focus. And we go to the bathroom and we eat lunch. [Stuart Baker] (25:04 - 25:04) Yeah, we eat lunch. [Tonnika Haynes] (25:05 - 25:13) And we can eat lunch and you're going home tonight. Yeah, you're going to motorcycle club tonight. Like what? Yeah, so it was great to take you out of that hectic environment. [Stuart Baker] (25:13 - 25:14) So much better. [Tonnika Haynes] (25:15 - 25:18) Yeah, and so now you have more time with the puppies and the motorcycles. [Stuart Baker] (25:19 - 25:19) And the wife. [Tonnika Haynes] (25:20 - 25:21) And the wife. Yeah, you gotta have that. [Stuart Baker] (25:21 - 25:22) That's the biggest one. [Tonnika Haynes] (25:22 - 25:26) She's just got a better job. And so you guys are going to have a whole lot more time with each other. [Stuart Baker] (25:27 - 25:45) She just got a new job where Labor Day through Memorial Day, everyone clocks out at one. Right. On Fridays. And so like, and we're only open Monday through Thursday. So I already have my Fridays. So now we get to spend more time together, do more stuff around the house, go on more trips. Enjoy life. [Tonnika Haynes] (25:45 - 26:03) And those are the things that really matter. And I know they really matter to you. I know they really matter to you because I know how you talk about, you know, almost missing that moment with your dad. Cause we were going a hundred miles per hour and we're all going one, well, a hundred miles per hour is not really that fast. We're going 150, a hundred. I do that every day. It's relative. [Darrin Barney] (26:03 - 26:04) Yeah. Yeah. [Tonnika Haynes] (26:04 - 26:15) So there we go. We were talking about that. When you were

telling me about your daughter, I was laughing cause that's me. That's me and dad. You know, she's going all fast and driving. You're like, don't do it. And I'm just like, that's, that's me. [Stuart Baker] (26:16 - 26:17) Slow down. Slow down. [Tonnika Haynes] (26:17 - 26:54) I'm the daughter. I'm the D. But making those sacrifices for a little bit of money and a little, little couple more hours on a clock for the better KPI, which is the time with Haley. And then the time you get to go four wheeling with everybody and do the things that you really love, all the things that you're really working for. And when you speak about those things, they really tug at my heart because I think a lot of people are still stuck on all the KPIs. And those are important. Todd Stewart and those things, he's got better. The AR, all the acronyms, but they forget some of them. Yeah. [Darrin Barney] (26:54 - 27:01) And that's the thing. I mean, you have to take care of the numbers, but you gotta do so much more than just the numbers. You know? [Tonnika Haynes] (27:02 - 27:04) And it's sad that people don't know what the more is. Right. [Darrin Barney] (27:04 - 27:28) And that's different for everybody though. But with human relationships, I find that goes back to everything. It really does. You got a human relationship for yourself. Exactly. You know, it's fulfilling for you and it's also fulfilling for them and it's better connections, you know? That's one thing that people don't talk about very much, but when they go through the master program, their Google reviews always go up. And we have the owners calling, it's like, you didn't tell me that the Google reviews were gonna get better. And it's like, well, yeah. Well, those relationships get better. [Tonnika Haynes] (27:28 - 28:11) They do. When people are asking for Stewart. Yes. How's it going, Stewart? You don't wanna talk to me? Okay. And in the beginning, I was talking to Benji Burris and his son, Cody. It was like, in the beginning, my dad used to feel the same way. Like, oh, I don't know what to do. You took my job. I'm not the most important person here. And now I'm just like, I'll go to the front desk. I'm at the front desk, right? And I'm just up there to get snacks and to disturb their day, cause I am not productive. And a customer walk in and say, hey, check it on my car. I'm like, I have no idea what's wrong with your car. I know who you are. I'm ready to come pet your puppy, but I have hired myself out of a job. And let me go get Stewart. Can you help me? [Darrin Barney] (28:11 - 28:12) He's gonna take better care of you. [Tonnika Haynes] (28:12 - 28:17) He's gonna, you do not want me up front. Well, where have you been? I've been in the back. [Stuart Baker] (28:18 - 28:20) And every time she's like, yeah, I can't be up there. I can't be up there. [Tonnika Haynes] (28:20 - 28:44) And I'm like, I can't be up here anymore. Oh my goodness. And the thing is like owners, as an owner,

I know the reasons I can't be up there cause I can no longer hide my facial expressions. Like I'm really good at you smiling and say, oh, absolutely. And all the affirmation words. And we can do that for you. And sure. And all of those words of affirmation, I can coach that on you all day. But at 50 years old, I'm just like, yeah. Ma'am, ma'am. [Darrin Barney] (28:44 - 28:45) It's a deep personality. [Tonnika Haynes] (28:45 - 29:03) Yeah. It's just like, ma'am, I don't have that in me to sit here and smile at you and listen to your crap because you're lying, but I'll get somebody that can. And I've hired myself out of the position. And on the other side of that is just letting go and knowing that what I've built is in safe hands. [Darrin Barney] (29:03 - 29:04) Right. Isn't that a good feeling? [Tonnika Haynes] (29:04 - 30:08) It is a good feeling. And it doesn't mean that I'm a lazy owner. It doesn't mean I want to be an absentee owner or evil shop owner. And right now in my life, and I say yet, it might never come true. I don't want multiple shops. I want to take care of the people under the roof of my shop. I want us to all, we've had so much fun this week. When I walked into the party last night, you guys were all just getting together. I didn't even want to interrupt them because I just saw the bonding there. And those are the things that I live for. I was talking to Sasha and she was saying, her husband tells people he has 24 employees. And I said, I need to count mine. I was like, and she's talking about the husbands and the wives and the kids that you have to take care of. And if we looked at business that way, and I said, one thing I'm going to do, I'm going to get me some little ticks and I'm going to count my employees. I got two with you. I got to take care of you and Haley. I got to take care of Haley and Logan, AJ and Kaylee. I got Lee and all his grandchildren because he's got a tribe. He does. And Albert's got four. And I want to know what that number is. So next time someone says to me, how many employees do you have? I'll get to say 36. And they're like, oh my God, you must have 20 baes. [Darrin Barney] (30:08 - 30:21) If you realize though, that it's a lot bigger than you even realize. Okay, so if he is good to every customer that comes in the door and he makes their world better, what do you think happens to the people that they are surrounded by? Okay. So they come to you, the customers could never come to you at a good time. [Tonnika Haynes] (30:21 - 30:22) Yeah. [Darrin Barney] (30:22 - 30:34) Right. They're broken down. They're upset. They're not in a good place. And if you can meet them on a good level and help them out and connect with them, you've won over something in a very vulnerable time in their life. Right. Okay. You've got a friend, if you do it right, you got a friend that's going to go out and tell the world about you. [Zeb Beard] (30:34 - 30:35) So even though you have- It's free advertising. [Darrin Barney] (30:35 - 31:06) Yeah, it is. But it's like, you've affected all of those people. Cause we were talking about that elite and they're like, you know, what's one of your goals? And I'm like, well, I want to serve a certain amount of people. Right. And they're like, well, how do you quantify that? And they started pushing me back and they're like, well, how do you know when you've reached that many people? And so we started talking about it though. And it's just like with the service advisor training, I love doing it so much because I'm affecting the face of your business. They are not getting you when they call, they're getting Stuart. Yeah. And if I take care of Stuart, Stuart is going to represent you right. Yep. And he's going to grow your business for you. And he's going to be a good, powerful player like he is. Right? [Tonnika Haynes] (31:06 - 31:06) Yep. [Darrin Barney] (31:06 - 31:10) And it's because you believed in him, sent him to us and- And that's the investment. [Tonnika Haynes] (31:10 - 31:48) We talk about technician shortage and we talk about the industry and we go on and on and on with all the negativity. And the young lady I was speaking to not too long ago, she's like, it is an investment. Yes, it is. AJ is an investment. I love that kid. Anything, yeah. I can hit him in the forehead every other day. I can take him and- But I love that kid. And if he only lasts with me for five years, that investment is great. I've made an investment in him and hopefully I have been doing a good job of getting him to change bad habits. I'm investing him, not only technical training, but life skills, leadership skills. Right, right. And then it all comes back. And there's not a line item. Yeah. There's not a line item that any accountant can give you to quantify that. [Stuart Baker] (31:48 - 31:50) Right, or put a dollar amount on that. [Tonnika Haynes] (31:50 - 32:16) You cannot put a dollar amount on that. You cannot put a dollar amount on when KP, Ms. Pratton came in. Right. And I will be here on Friday and I'll figure out how to get this headlight in here so your son can get to New York. And just to sit there and like, nope, we're jumping into action. You need me. But she's the one that goes on a UNC mom's website and always shouting out Brown's Automotive. She does it all the time. [Stuart Baker] (32:16 - 32:18) Of course. They turn into songbirds for you. [Tonnika Haynes] (32:18 - 32:21) They're not even in college anymore. They're not in college anymore. That's what she gives back to me. [Stuart Baker] (32:21 - 32:22) Isn't that cool? [Tonnika Haynes] (32:22 - 32:22) That is so cool. [Stuart Baker] (32:23 - 32:24) And then we get those calls. [Tonnika Haynes] (32:24 - 32:25) And we get those calls. [Stuart Baker] (32:25 - 32:26) By taking care of people. [Tonnika Haynes] (32:26 - 32:26) By taking care of people. [Stuart Baker] (32:26 - 32:27) Do the best you can. [Tonnika Haynes]

(32:28 - 32:33) Even if it's not profitable all the time. It doesn't matter. Because you cannot measure it all. [Stuart Baker] (32:33 - 32:33) You can't. [Tonnika Haynes] (32:33 - 32:36) She needed something. She was distraught and we could see it. [Stuart Baker] (32:37 - 32:37) Oh yeah. [Tonnika Haynes] (32:37 - 32:38) She was crying. She was crying. [Stuart Baker] (32:38 - 32:38) Yeah. [Tonnika Haynes] (32:39 - 32:44) Because she wasn't mad at the headlight. It was just so much. Everything was heavy. She's having a heavy year. [Stuart Baker] (32:44 - 32:45) Yeah, it happens. [Tonnika Haynes] (32:46 - 32:48) And I was like, oh, I got to do this. I got to do this for you. [Stuart Baker] (32:48 - 32:48) You know? [Tonnika Haynes] (32:49 - 32:49) Right. [Stuart Baker] (32:49 - 32:51) And you're like, whatever it takes, I got it. [Tonnika Haynes] (32:51 - 32:56) I got it. Well, what do you, don't worry about, I'll call you. You don't, you're not open on Friday. I'm open for you. Don't tell nobody. [Stuart Baker] (32:56 - 32:58) But I'm open for you. [Tonnika Haynes] (32:58 - 34:40) Because everything does get heavy. Life gets heavy. Of course it does. And with that client. Now I know, and you guys know, that there's some customers that are just like, uh-uh, eh, mm-mm. I'm not trying to be everybody's shop. I'm not a yes shop. I'm not as, I'm definitely not a customer's always right. The customer has a situation. The customer has a mindset. I'm going to help them fix it. And if you do not want to understand it, I understand how you thought about that as a consumer. I know how that makes your consumer brain feel. The internet told you this, but that's not really how that works. Okay. What was it as a commercial? It's like, that's not how this works. That's really not how that works. I feel like that. And if I can educate you and change your mindset and get you to understand that, no, we can't do that for $20. Reason why? Because I've got 36 employees. I've got insurance. He's got two kids and a wife. Right. He's got a wife and some dogs and a motorcycle to take care. Just like you want to get paid at your job. They want to get paid at their job because they're not thinking that way. And that's okay. But if I can tell you, you're thinking about this wrong. Okay. You're driving a second most expensive thing unless you have a boat that you own. Why do you want the cheapest way out? What are we doing? Help me help you. And if you can let me help you, then you're my customer. If you don't, you get a red dot. But I say all of that to say, there's not a KPI for the feelings that I get when we make a snack bag for a customer who's sick or when we have a customer and then sometimes we'll call and find out they're passed away and we have great memories or the customer that comes up and you know, they just beat the crap out of cancer. And I cannot wait to get out there. Like Tanika, such and such is up front. I know you want to see him. You dag on right. I need to come up there and sit there and hug their neck. [Stuart Baker] (34:40 - 34:42) Or even like our parts driver, Mr. George. [Tonnika Haynes] (34:42 - 34:50) Mr. George. He just beat cancer. We was just like, Mr. George, where have you been? He's like, yeah, I had some stuff. And then the other guy that was sick had the pneumonia and everything. [Stuart Baker] (34:51 - 34:52) Oh yeah, from factory. [Tonnika Haynes] (34:52 - 34:54) From factory. We gave him a birthday party last year. [Stuart Baker] (34:55 - 34:56) We knew his birthday was coming. [Tonnika Haynes] (34:57 - 35:00) We got him a six pack. And he was so happy. He was happy. [Darrin Barney] (35:01 - 35:02) See, that's going above and beyond though. [Tonnika Haynes] (35:02 - 35:05) Those are the things and they're not fake. It's not and it's not that hard. [Darrin Barney] (35:05 - 35:11) It's so much fun. You know, that's what, that's one reason why one's going to love doing this. It's because I get to watch people. I get to help people. [Tonnika Haynes] (35:11 - 35:12) Yep. [Darrin Barney] (35:12 - 35:12) You know? [Tonnika Haynes] (35:13 - 35:13) You better. [Darrin Barney] (35:13 - 35:59) It's like, yeah. That's the best part though. You get to watch people's lives change, you know? And I learned that at the shop from just taking care of customers. They come in and I just got to be friends with them. I don't know if you ever heard the story, but it's like, we had somebody pass away at the shop and they left my brother a Jeep. That we did. We did all this work to. It was a new Jeep at the time. And we did a supercharger. We did axles. We did all this stuff to it. And he got cancer. And he actually called my brother at the doctor's office. And I answered the phone and I was like, name's Ron Lamb. And I was like, hey Ron, how's it going? He's like, good. He's chatting. And I'm like, yeah, no problem. Let me grab him, right? Chad normally I'm back working, but I knew who it was. So I put Gavin to him and he talked. He's like, I just got diagnosed with cancer. And he was telling my brother about it in the waiting room when he was at the doctor. And he's just finding out about the cancer. So my brother was just like, I'm really sorry. Why are you thinking about me right now? Well, because we work on his Jeep. [Tonnika Haynes] (35:59 - 36:00) Well, okay, okay. [Darrin Barney] (36:00 - 36:22) So I mean, there was a connection there, but he still felt comfortable enough to call. But my brother, they ended up going out to dinner and they spent time together and they became close because we've had cancer, a lot of cancer in my family. So he did it. But when he passed away, they literally, he gave him the Jeep and it was all paid off and all the stuff we'd done to it. And it was like one of the things he still drives it. Yeah. This all goes back to just taking care of people. [Tonnika Haynes] (36:22 - 37:26) Taking care of people. Oh my

God, I've got a story to share. Dr. Cook. Dr. Cook had an 88 Buick Electra. Blue, blue interior, red piping. And he always tried to sell it to dad. Oh, tell your dad, he should buy this car. It's a great car. And he's a joker. I would say, hey, Dr. Cook, your bill is $2 today. Oh, it's highway robbery. I guess you got to pay for those kids' shoes, some kind of way. He's always joking. He's a good joker. He and his wife are the same. So Dr. Cook didn't win his battle with cancer, but he knew he was leaving. He knew he was on his way out. And so I knew this. And one day his daughter came to the shop and I was outside, right where the handicap parking space is. And I'm outside and I'm scanning the car. And I looked at her and I said, oh, well, Haley's inside. And she looked at me. She's like, no, my dad said, give this to you. He had sent me a check for $500 before he died. He was still here. He was just, and he said, I want you to do something with those boys and you better not spend it on this shop. [Stuart Baker] (37:27 - 37:27) Dang. [Tonnika Haynes] (37:28 - 38:28) And I put pinned the check right there where Jade sits and I didn't cash it. I didn't want to cash it. And he calls me and he's like, you better cash that check before I die. But I'm just thinking, why? Like, what did I do? And I know what I've done. And I know I've always taken care of him. And he just wanted to bless me. And you have to take compliments. Like I have a hard time taking compliments. I'm getting better at it. When people say, oh, Tanika, I love the podcast. I literally ask Chad GTP, what do I say? Like, I don't want to say, oh, it's nothing. I got to stop doing that. I will do that to myself. I do that. But I just have to learn that I've planted those seeds. And those are just the flowers that he was giving me. Those are the type of flowers he wanted to give me at that time. He wanted me and the boys to have something fun to do. And so he just wrote me a check. And I didn't want to cash. I was like, oh, I don't need to cash this check. And he's like, if you don't cash it, that'll be like you not taking the gift that I gave you. And it's so crazy. And I'm so lucky, not lucky, I'm so blessed to have a lot of little stories like that. [Stuart Baker] (38:28 - 38:30) Because you've been doing it this whole time. [Tonnika Haynes] (38:30 - 39:10) I've been doing this so long. Even with Coach. When Santana, he told Santana he wanted him to play football again. And his football coach, we call him Coach. And he is a 98% closer. He's the awesome guy. And he looks at my son, he's like, you want to play football again, D1? He's like, I'll get you in there. And he's like, he's making all these connections, phone calls, and he's serious. I'm just thinking, people say, hey, I'm eating food, right? Would you like a piece of my steak? And I want you to say no. You're just offering it because you're being polite. He wasn't just being polite, he put the work in. And I'm serious about what I'm doing. And when we get it back, it's amazing. [Darrin Barney] (39:10 - 39:30) It is. And that's the thing that a lot of people, shops miss that. When you get into that whole transactional mentality, and this happened right after COVID, and everybody was just like, you know, people were dumping money everywhere. So it's like turn and burn, and everybody was teaching that. Get them in and out as quickly as possible. And I hated that, because it's like, really? Get them in and out as quickly as possible? Oh yeah, that's great. Yeah, really good for business, really good for your customers. [Zeb Beard] (39:30 - 39:30) Who are you serving? [Darrin Barney] (39:31 - 39:41) You're serving yourself. And it really used to fire me up. But I mean, I had to really let it go because we have to be efficient in what we do. But when you take care of people, I think it started to irritate me. [Tonnika Haynes] (39:42 - 40:14) And I've talked about, I've given it too much weight on the podcast. That yes to everything, yes, yes, yes, yes, yes. You need to be open seven days a week, 24 hours a day. Go, go, go, go, go. And then you tell me it's for the good of the God. Shut up. Shut your mouth. But here's the thing. What bothers me about that is the shop owners that are in a bind. They haven't found their groove yet. And they're falling for it. And it's going to hurt them in the long run. [Darrin Barney] (40:15 - 40:19) It's all about taking care of people. It has to. Well, yes, it takes longer. I'm sorry, man. [Stuart Baker] (40:19 - 40:26) It takes longer to develop if you're doing it right. I was just about to say, it's about taking care of people inside and outside the shop. [Darrin Barney] (40:26 - 40:26) So much. [Stuart Baker] (40:27 - 40:27) You know? [Tonnika Haynes] (40:27 - 40:37) Because I can, look, we can go, we want to go six, seven days a week, 10 hour days. We'd all hate each other. It'd get miserable. And then the quality is going to go down. [Stuart Baker] (40:37 - 40:38) And now you're not taking care of the customer. [Tonnika Haynes] (40:38 - 40:39) Right. Quality's going down. [Stuart Baker] (40:40 - 40:40) You know? Oh, yeah. [Tonnika Haynes] (40:41 - 40:47) And the people that you're actually making happy with that, with that 24 seven service, is that the proper client for your business? [Stuart Baker] (40:47 - 40:52) No. All of our customers know we're Monday through Thursday. And they're fine with that. [Tonnika Haynes] (40:52 - 40:53) They're fine with it. They know. [Stuart Baker] (40:53 - 40:56) They make plans around it. Exactly. Exactly. [Tonnika Haynes] (40:56 - 41:02) They work with us. There's not that many emergencies in the automotive industry. I say that over and over again. We rarely have that many emergencies. Right. [Darrin Barney] (41:02 - 41:04) And if you do, you can work with it. [Tonnika Haynes] (41:04 - 41:05) We've got five loaners. Yeah. [Darrin Barney] (41:05 -

41:07) Yep, exactly. There's ways to make it work. [Tonnika Haynes] (41:07 - 41:08) We can make it work. [Stuart Baker] (41:08 - 41:08) Let's come up with a plan. [Tonnika Haynes] (41:09 - 41:34) Yes, of course. Yes, come up with a plan. And I think people are so scared to tell people no. And I always say the proper no would leave room for the right yes. It'll leave room, because we're right down the street from the hospital. It'll leave room for the right yes. It'll leave room for that mom that's taking her kids to the children's hospital, and she's got a flashing check engine light. And she's already on 100, because she's worried about the kid. Bring it in. Let me see what it is. See if we can figure it out. Let's come up with a plan. [Darrin Barney] (41:34 - 41:35) Just a loose fuel cap. We're good. [Tonnika Haynes] (41:35 - 41:37) Yeah, let's come up with a plan. [Darrin Barney] (41:37 - 41:37) You never know. [Tonnika Haynes] (41:37 - 42:02) All right, so ma'am, this is not going to be a plan that you like. This car's not going anywhere. Sit right here. Make your phone calls. Right. You're good. You got water? You got coffee? You got tea? Relax. Cross it on the bench. Go for a walk. It's a situation, not a problem. And I feel like we do a good job of bringing people down. And like, okay, think about this. It's just a situation. It's not a problem. You don't have a problem yet. We've got a situation. We're going to figure it out. [Darrin Barney] (42:02 - 42:10) What's the number one thing a service advisor should do? Do you remember? Number one job of a service advisor. [Stuart Baker] (42:10 - 42:12) Oh, alleviating anxiety. [Darrin Barney] (42:12 - 42:13) Lower anxiety. [Stuart Baker] (42:13 - 42:13) Lower anxiety. [Darrin Barney] (42:14 - 42:16) Number one job of a service advisor is to lower anxiety and help them make a good decision. [Tonnika Haynes] (42:16 - 42:19) Because you're thinking of all the worst case scenarios when that light starts flashing. [Darrin Barney] (42:19 - 42:19) Yes, of course I do. [Tonnika Haynes] (42:20 - 42:23) I still do. I work at a shop. Like, damn, what's that? What's that? [Darrin Barney] (42:23 - 42:25) Your brain goes down the rabbit hole. [Tonnika Haynes] (42:25 - 42:25) Yeah. [Darrin Barney] (42:25 - 42:30) Right? If you can go in and help them to feel good about it, you can have a good conversation, you can come up with a solution, get them fixed. [Tonnika Haynes] (42:30 - 42:30) Yeah. [Darrin Barney] (42:30 - 42:31) But you got to know what it is. [Tonnika Haynes] (42:32 - 42:39) And it's so funny. I'm so blessed that I was trained. Dad was really good at that. Daddy was really, really good at that. Especially because we deal with collision. And so collision is different. [Darrin Barney] (42:39 - 42:40) Happens just like that. [Tonnika Haynes] (42:40 - 42:53) People are in an accident. You see a car break down. You have some kind of warning. Like, yeah, I know it's been making that noise. And all of a sudden, I can't stop. But an accident, people are high alert. They're dealing with insurance companies. They don't know what they're doing. They don't do it every day. [Stuart Baker] (42:53 - 42:53) Yeah. [Tonnika Haynes] (42:53 - 42:54) Maybe somebody's hurt. [Darrin Barney] (42:54 - 42:56) You get your oil changed every six months. You know that process. Of course. [Tonnika Haynes] (42:56 - 43:16) You don't know that process. The commercial told you, the little lizard said, it'll be done tomorrow. Like, no, ma'am, I'm sorry. That's not how it happens. The insurance company will be here in three days. Three days! I need to rent a car. You probably won't get one today. I can get you a ride. Ah! I was like, listen. And one thing I used to say, and I heard Dad say it before. You had an accident, not on purpose. [Darrin Barney] (43:16 - 43:16) Right. [Tonnika Haynes] (43:17 - 43:39) You're not hurt, thank God. Some people don't even have a car to have an accident in. Right. That's changed the way we're looking at this. Yes, it does. And then, okay. And then, we're going to breathe and we're going to come up with this. This car is going to be here 30 days. I am so sorry. I'm not going to lie to you right now to make you feel good. It's going to be here for a while. So, let's go ahead and adjust. I know. [Darrin Barney] (43:39 - 43:41) Under promise, over deliver. Basics, you know? [Tonnika Haynes] (43:42 - 43:45) Yeah. You're holding my car, sweetie. I'm not. Yeah. Because I've got a car. [Zeb Beard] (43:45 - 43:46) Right. [Tonnika Haynes] (43:46 - 43:56) I want your money. So, I know your mindset is, oh, why are they holding my car? It's the process. And I'm sorry that it's taking longer than you could imagine. But, it's okay. We're doing a good job. You're going to be safe. [Darrin Barney] (43:56 - 43:57) Got to educate the customer. [Tonnika Haynes] (43:57 - 44:00) Got to educate the customer. So, alleviate. What is the number one? [Darrin Barney] (44:00 - 44:03) Alleviate anxiety. Oh, alleviate anxiety. Yeah. Lower anxiety. [Tonnika Haynes] (44:03 - 44:04) Lower than anxiety. [Darrin Barney] (44:04 - 44:06) Because you can't have a good conversation with somebody that's upset. [Tonnika Haynes] (44:06 - 44:06) Right. [Darrin Barney] (44:06 - 44:09) It's just part of how the physiology of the brain. They can't listen to you. [Tonnika Haynes] (44:09 - 44:10) That's right. [Darrin Barney] (44:10 - 44:10) They can't listen to you. [Zeb Beard] (44:10 - 44:11) Yeah. [Darrin Barney] (44:11 - 44:41) Worried about all the other things in their world. So, you have to lower anxiety to have a good conversation. You know? It's just like, well, they always talk about somebody that's in an accident, right? And they're going through shock. Right. And they're like, oh, he's just in shock right now. Because it's just how we're designed. Right. We make the flare up. We get all excited and we

can't make decisions. Sticker shock. Yeah, sticker shock. All those things happen and literally, you know, your eyes dilate, the hairs on the back of the neck stand up. There's all kinds of things that happen in fight or flight. So, we have to get past that to have a good conversation. The only way I can really do that is being nice to you and lowering your anxiety and then I can talk. Get it figured out. We'll help you. [Stuart Baker] (44:41 - 46:00) And then, explaining things better. You know, that was another big takeaway from Elite. Like, how you break things down. Explaining it. You know, and not just dumping, oh yeah, you need this, this, this, this, this, this, this, this. The why behind it. The why. You know, explaining how we got to this conclusion. What do we need to do to fix it? You know, why are we using this part? I just had this issue. It was a cord that needed an, I don't know, it was a camera. It was a camera that needed an alternator. And I told her, I said, you know, on Toyotas, with alternators and electrical components, they really want Denso parts. She had come from a parts store. AutoZone had actually called us and said, hey, we got a lady that needs to get an alternator installed. And so she came over. And, you know, we're having the conversation. She's like, ah, that's just a lot. You know, and I said, she's like, are there cheaper options? And I said, well, the thing is, if we put a cheaper option in a year from now. You won't pay for it again. You're gonna be back again. And I was like, we offer 36 month, 36,000 mile warranty. And to be able to give you that, I need to put the right part in the car. You know, and just kind of taking the time to explain that to her. And she's like, you know, you're right. [Darrin Barney] (46:02 - 46:08) That's it. Just having a good conversation, you know. There's two things here that come to mind, right? With them. With them. [Tonnika Haynes] (46:08 - 46:16) What's in it for me, right? I saw that, the first time I saw that was at Mike Allen's shop. It was in a service advisor's desk. And I said, what is that? What's in it for me? [Darrin Barney] (46:17 - 46:33) Because we have to remember that. It's in front of my desk. No matter who we talk with, we have to know what's in it for you. And if we know that when we're talking to that customer, we can help to fix it. But I need to know what's in it for you. And I need to think that through. But the other thing is problem, recommend, benefit. Yes, you need to know what the problem is. Then you need to come up with your recommendation on how it's gonna fix it and how they're gonna benefit. PRB. [Tonnika Haynes] (46:34 - 46:39) Let me take my butt. And I need to take, no, I'm not taking a service advisor class because I don't want to do it no more. [Darrin Barney] (46:39 - 46:40) So you want to know what's really cool? [Tonnika Haynes] (46:40 - 46:41) What's that? [Darrin Barney] (46:41 - 46:48) So we just decided that

we're gonna open up the master's class for owners that want to come to be a part of the three days and then not do the six months of follow-up. [Tonnika Haynes] (46:48 - 46:48) That would be cool. [Darrin Barney] (46:49 - 47:01) I would love to do that. Because we have so many owners that are like, I would just love to come and learn more about people and how to deal with my customers and how to deal with my employees. Because we do so much of that in a class. And so we just talked about it a couple of weeks ago and we decided we're gonna try it for a little bit soon. I'd highly recommend that. [Stuart Baker] (47:01 - 47:02) Because I feel like. [Tonnika Haynes] (47:02 - 47:03) Because I really like learning still. [Stuart Baker] (47:03 - 47:22) God, yes, yeah. And you get this different perspective, you know? And you also get insight into what your service advisors are learning. Whether you're doing that job or not, you get the perspective, right? You can see now, okay. And then. [Tonnika Haynes] (47:22 - 47:24) You can see what you're spending your money on. [Stuart Baker] (47:24 - 47:32) Yes, you can actually see it. And if you do the three days and you have a service advisor in the class, then you can really see it, you know? [Darrin Barney] (47:32 - 47:40) Well, that's the only thing we haven't decided how we're gonna do that because. Oh, if you're gonna do it. We don't want the owners in there with the student together. Right, right. Because you know how it is. You have to talk about why you work where you work. [Stuart Baker] (47:40 - 47:47) Right. But okay, so if you do the class and then later you send a service advisor in, you'll be able to follow. [Darrin Barney] (47:48 - 47:49) And understand why it's so valuable. [Tonnika Haynes] (47:49 - 47:50) Right, right. I think that's a good idea. [Darrin Barney] (47:50 - 48:20) Yeah, because that way you can go and be a part of it. Yeah. You know, you can actually see what we're teaching. And then when he comes back and he's like, you're like, okay, wait a minute. You're not saying only before the price or whatever it is. It's like, you've been through it. You know why, you know? So anyway, we keep getting pushback. His owners keep going, we want to go. And it's like, well, it's just for advisors, you know? But we did decide we don't want to have, because once again, it'd be weird for him to be in a class and us to be kind of taking apart some of the bad stuff that he's learned. And, you know, for you to be a part of that, it's like, he's not going to open up to us the way that we want him to. [Stuart Baker] (48:20 - 48:22) Right, right. If you're in the same class together. [Darrin Barney] (48:23 - 48:27) And yeah, yeah. That makes sense. That's just what we're talking about anyway. That makes sense. [Stuart Baker] (48:27 - 48:27) Yeah. [Darrin Barney] (48:27 - 48:29) But that way you can go come see what he learned. [Tonnika Haynes] (48:29 - 48:31) Yep. And we get ready to send the next person. [Darrin Barney] (48:31 - 48:32) Exactly. [Tonnika Haynes] (48:32 - 48:33) And we can send them to management training. [Darrin Barney] (48:34 - 48:34) Yeah. [Stuart Baker] (48:36 - 48:36) Very cool. [Tonnika Haynes] (48:36 - 48:37) Yep. [Stuart Baker] (48:37 - 48:38) Very, very cool. [Tonnika Haynes] (48:38 - 49:00) Well, I'm glad you sat down. I just wanted to like have that conversation. You know, my service advisor, boss man at Elite. Yeah. My experience was great. Absolutely great. I'm very happy with the process. I'm glad I just bit the bullet and did it. Because you'll- Me too. You throw people in a position and you're like, oh, he's a service boss. He's got it. He's got it. But it can always get more better. Right. [Darrin Barney] (49:00 - 49:03) Well, the cool thing is though, is that you trusted us with him. [Tonnika Haynes] (49:03 - 49:04) Yep. [Darrin Barney] (49:04 - 49:05) And that means a lot. Seriously. [Tonnika Haynes] (49:05 - 49:06) Yeah. [Darrin Barney] (49:06 - 49:08) Because it's like you have other options you can do and you sent him to us. [Tonnika Haynes] (49:08 - 49:30) I really thought with his personality and the way that I, what I learned from him in those short months, that was the safest place for Stuart. Because I don't think he would have been able to go to a very do this, do this, do this. This is the number. This is the nut. We have to get, do it, go, go, go. He needed to have that relationship. [Darrin Barney] (49:31 - 49:34) How people change. Yeah. They have to be comfortable to change. [Tonnika Haynes] (49:34 - 49:40) Yeah. So I think that that was the most comfortable place in my opinion for Stuart. And I was like, yeah, this is where he needs to go. [Darrin Barney] (49:40 - 49:42) Well, I'm glad you did though. Because I really love him. [Stuart Baker] (49:42 - 49:54) He's one of my favorite people. Look, look, and I'm glad too. I think about it all the time. I'm like, that's pretty awesome that you had the faith in me. Yeah. To invest that in me to send, you know, send him to Elite. I mean, it was, that's huge. Yeah. [Darrin Barney] (49:54 - 50:02) I mean, it really helps out so much though, because he believes that you, and you believe in him. And that's where it becomes even stronger. [Tonnika Haynes] (50:02 - 50:08) And it's trust. The relationship is strengthened. It's a really good relationship. I trust him. I really do trust him. [Darrin Barney] (50:08 - 50:09) Isn't that cool? [Tonnika Haynes] (50:09 - 50:11) It is cool. It is cool. [Darrin Barney] (50:12 - 50:13) Trust you, I mean, you're trusting with your baby. [Tonnika Haynes] (50:14 - 50:15) I'm trusting them with my baby. [Darrin Barney] (50:15 - 50:33) You know? I do. You know, you found people when you can let them do it and do it better than you. Yeah. It's a lot of the live that John Maxwell talks about, where it's really hard to hire people better than you because of the fact that we have a hard time doing that. It's almost impossible. So you got to find people that are better than you and hire them. And that's how your life gets better. You know? [Tonnika Haynes] (50:33 - 50:41) When I told him the other day, and I was like, listen, y'all, I think I'm going to take the month of January off and they were like, okay, do it. Do it. Instead of saying, oh man, she ain't never here. [Darrin Barney] (50:41 - 50:41) Yeah. [Tonnika Haynes] (50:41 - 50:43) Yeah. They were like, we got it. [Darrin Barney] (50:43 - 50:44) What are you doing with your time off? I want a time off. Yeah. [Tonnika Haynes] (50:45 - 50:49) And they've got it. And they've got it. And it's ownership with it. Yeah. And it's ownership. [Darrin Barney] (50:49 - 50:50) Want to make you proud. Yep. You know? [Tonnika Haynes] (50:51 - 50:53) It's a different kind of leadership. [Darrin Barney] (50:53 - 50:55) It's like, you can trust me. I got this. Let me do this. [Tonnika Haynes] (50:56 - 50:56) Yep. For sure. [Darrin Barney] (50:56 - 50:59) It's a good feeling. That's when you know you got the right people on the bus. You know? [Tonnika Haynes] (50:59 - 51:15) I do. Brett talks about that, having the right people on the bus. Yeah. So I thank you for that. Of course. I thank you for continuing to develop the program and still be in the trenches. And I thank you for your year of service at my crazy automotive facility called Browns Automotive. [Stuart Baker] (51:15 - 51:17) I wouldn't, wouldn't rather be anywhere else. [Tonnika Haynes] (51:17 - 51:25) All right, Stu. All right. Look, Mike Allen is, is summoning me because I have to go record Mike. So I want you guys to pray for me. [Stuart Baker] (51:25 - 51:26) You got it. [Tonnika Haynes] (51:26 - 51:27) And I'm going to say nice things. [Stuart Baker] (51:27 - 51:30) Awesome. I don't believe it though. [Tonnika Haynes] (51:31 - 52:05) Thank you. Downshift with Tanika is where we slow down long enough to have real conversations hosted by myself, second generation shop owner, Tanika Haynes. This goes beyond your car count, your KPIs. We want to talk about leadership, legacy, mindset, and the messy, beautiful journey of building something that lasts. You will hear stories from shop owners, technicians, and other industry leaders who are figuring it all out by themselves in real time. This is a space for growth, tough love, laughter, and leveling up.