Customer service and the public

[00:00:03] Speaker A: Where are they? [00:00:04] Speaker B: They're probably upstairs. They never answer the door. Oh, wait, it's Monday night. They're on the second floor. What's up, guys? I'm Matt. [00:00:26] Speaker A: And I'm Beau. Today we're going to talk about customer service. [00:00:30] Speaker B: Customer service in the kind of. In the industry we work in and the customer service that we've experienced maybe out in the, the wild out there, you know. So we're just going to jump, right? [00:00:43] Speaker A: It's lacking for sure. [00:00:44] Speaker B: It absolutely. Yeah, big time. It's definitely lacking out there. So we're just going to jump into it and just ride along with us. So. [00:00:56] Speaker A: Let'S do stories of, I mean, let's do our own stories. You know, us being on the giving customer service side along with receiving. We'll just do any, any kind of good or bad that you've had to deal with that you can think of go over that too. But I mean, we'll talk everything down to how important it is to us and what we experience everywhere else and what, whatever. So we'll just go over. All right. [00:01:21] Speaker B: Well, for me, for me personally, when I opened my business, I told everybody that I worked with, which was only like three people at the time, and I told everybody that come in the door that I wanted to be the Chick Fil A auto parts is what I wanted to be. [00:01:39] Speaker A: I hate that. [00:01:40] Speaker B: I don't. [00:01:41] Speaker A: I. [00:01:41] Speaker B: Absolutely. Well, that's why Chick Fil A is one of the biggest fast food chains right now. [00:01:46] Speaker A: But I want to tell you why. [00:01:49] Speaker B: Okay. Okay. Now there's, there's a difference between being overly over the top, but I want to be the best experience. When you go into a place, I want it to be the best that you can. You can't think about nothing else. That I want to go back. I want to go back to that place because of this. So that's the way we were when we first opened. [00:02:09] Speaker A: I still are. [00:02:10] Speaker B: Still are. [00:02:11] Speaker A: That's why you still are not when you first opened. [00:02:13] Speaker B: I'm sorry, we are. Well, things have changed a little bit. Matthew is still not the guy that, that, that can is that will. Will take a cussing in front of you. That won't happen no more. Now the, the eight year ago Matthew that just opened his business, he would take a tongue lashing and a cussing and deal with it later. But I hit it right in the head now. See if it happens today. So that's why, that's where I'll say. That's where I'll say that, you know, in My line and your line, too. There's a lot of crap that goes on that, that. It's probably one of the rougher lines. I would say that, that for customer service, besides probably some fast food. [00:02:56] Speaker A: Yeah. Restaurants. [00:02:57] Speaker B: Restaurant and fast food. But I mean, as far as, you know, you're always too high for, you know, just your. It doesn't matter. What. [00:03:06] Speaker A: They're always high at restaurants. [00:03:07] Speaker B: Well, yeah, yeah, yeah, yeah. You know, you're always too expensive. You're always, you know, it's never, it doesn't matter for shipping or if you're tired, you know, if stuff don't make it there, overnight shipment that's supposed to happen, don't make it. It's your fault. It is absolutely 100% your fault because nobody else sees it, that you have a truck that delivers your product every single night or, you know, something. UPS, FedEx. None of those people got it to you when they claim that it said it's supposed to arrive today, and, and it didn't. You can't help that it's out of your hands. But, but no starting. You know, I was, I was very, very accepting to anything and any, any problem anybody had. I'd bend over backwards trying to help them. If I knew I couldn't even fix their problem or, or have something, I would try to give them a solution where to go or, you know, well, why don't you try this instead of what you're doing? If I couldn't truly sell them something or, you know, and nine times out of 10, if you can think outside the box, you can kind of help my customer base. I can help them fix kind of what they've got going on. So I was, you know, I've had a few run ins with some customers. You know, there's, there's some, you know, being in the auto parts industry for sales, selling auto parts and mower parts and selling lawnmowers and everything. I mean, I've had some customers, man, there's some doozies. There's the guys, and you've got a really good girl that works with you. And I have two or three girls that work with me, including my wife and my cousins. You know, they know their stuff, they know what they're doing. They know how to, to look things up, how to make. To make things work. They know how to do it. And I had a customer come in, and he was probably, he was an older guy. I mean, I'm not bashing him, but he's probably 70. Ain't gonna be too hard on him. He's probably 70 years old. And he comes up to me and he's like, hey, come here. And he throws this box across my counter. [00:05:20] Speaker A: Already. [00:05:21] Speaker B: I'm already a little. You don't throw something at somebody. That's just the first thing you don't do. He throws that box at me. Come here. Come here. He said, you see that? That won't fit my car. It's a gas cap. It's a gas cap. I said, all right. It's a locking gas cap. So, okay, I'll give you. May not have been. I don't know. So what kind of vehicle? So I look him up, do all the things, and while I'm doing this, he's over here. He's talking to me quietly, but not quiet enough for anybody else not to hear it. He's like, well, I'll just tell you one thing right now, big boy. If you want this business to go, you don't need a bunch of women in your parts store. And I said, okay, all right. So I'm looking him up, and it pulls up that cap, you know, okay. It might not be right because it's happened. Computer's not always right, but I was. [00:06:14] Speaker A: Like, be boxed wrong or anything. [00:06:15] Speaker B: Boxed wrong, it don't matter. So I go out there and Ford Ranger, the most common vehicle known to man. I said, well, let's just go out here. It says it fits it. Computer said, well, it don't. I've tried for 30 minutes. I thought, okay, well, I hope this does fit. So I go out there and I pull his old one off. You know, just pop it right off. He's wanting this locking gas cap because his neighbors are stealing his gas. You know, he's one of those. And as being as nice as I can, I put that thing on there. And he's. Because he's still just yapping about women in a parts store. So I was like, put it on there, and boom. I pull it, tighten it down, pull the key out, will not come off. Turn it 20 times, it won't come off. Put the key back in it, pull it back off and pulls off. [00:07:10] Speaker A: Look at him. Did you put that on there? He was trying to. [00:07:12] Speaker B: Look at him. Well, I kind of did. I would have. I popped it loose, pulled it back off, put in my hand. I said, it works. I said, what do you want me to do? He said, well, give it to me. Give it to me. And I said, about the halfway. About halfway. Him getting it threaded, playing around with it. And I said, do you think I need to go in there and get one of them women to show you how to put it on. Oh, gosh. He didn't get mad. He felt like he was that tall. I mean, that tall is probably what he felt like. And I said, you want me to go get one of them women? And at the time, it wasn't my wife that was working with me because she worked with me there for two or three days a week. And I said, you want me to go get one of them women in there to show you how to put that thing on? And he said, no, no. He said, I guess that woman in there, that's your wife, ain't it? I said, no, but it really. It could have been my wife. I said, but it didn't make no difference. I said, but I do think you need to go in there and apologize to her, you know. So as a man, he went back in there and he said. He said, well. And he. Outside, he was like, I don't think she heard me. I was being real quiet. I said, no, you were not being quiet at all. I said, they heard you. I said, you need to go apologize to them. I said, because they know what they're doing. I said, I don't have, you know, I don't have people not knowing what they're doing here. Everybody knows what their job is and what to do. I said, it could have very well been wrong, but it wasn't, you know, so ever since that happened, that customer come in and he, to this day, he loves the women. [00:08:54] Speaker A: Yeah, still comes back. [00:08:55] Speaker B: Still comes back, Loves the women. So still had gaining that customer, but showing that customer, like, look, I mean, just, if you need help, ask for the help. [00:09:05] Speaker A: Sometimes you gotta prove them wrong. [00:09:06] Speaker B: Yeah, you do. Absolutely. [00:09:08] Speaker A: I love it. [00:09:09] Speaker B: You do have to prove them wrong. And. And nine times out of ten when they come back, it's usually not your fault. Nine times out of ten either, they've gave you something wrong. They've gave you the information wrong. They've gave you. They don't know what vehicle they drive. You know, all the things. That's a. That's a really good one that I had. I've got so many more, but. [00:09:28] Speaker A: Well, that strikes. So that strikes memory on me. So. So real quick. And where I work, which you know a ton about, you know, my owner, he believes really, two things. Two things can set you apart from. He says anybody can put up a building and put some, you know, buy a tire machine and a balancer or whatever and get people to work there and Sell some tires. Anybody can do that. They do it everywhere, all over the place. And the only thing can set you apart, your customer service. I agree with that because anybody in my building put stuff in there. But the only thing that can set you apart is customer service. That and possibly skilled, you know, skill stuff. But bathrooms too clean bathrooms is a huge thing. Of course. You don't have customer bathrooms. [00:10:13] Speaker B: I don't. I mean, if customer wants to, we. We accommodate it as well as we can. [00:10:18] Speaker A: Yeah, but that's irrelevant. But, yeah. So if you do, I mean, but that's a big thing, too. I mean, my wife will drive. [00:10:23] Speaker B: Especially when you've got a waiting room, you've got to have something. [00:10:25] Speaker A: Oh, yeah, yeah, yeah. But anyway, those two things is what he believes in. So that you saying that reminded me. I had a guy the other day and he had a. He had a GM truck. And you know that the TPMS sensors have to be trained as to what position they're in for it to know, to talk to the dash, to tell it, you know, so it's correct locations. So it's correct. So we had replaced. May or may not. I can't remember if we've ever replaced one of these sensors. Anyway, he had a bad sensor. You know, gm, it'll say service tire monitoring system. If there's one that's out. And there was. And it was showing that it was a driver front. Okay. Of course. On his dash. Of course. So we were doing oil change, tire rotation, and we had to replace that sensor we pulled back there. And. And I got Declan to do it. Now, keep in mind here, this boy that I've got doing it, I have done everything but smack it into him for him to. For him to understand. Because you think tires don't need to be rotated doesn't mean we're not going to rotate them. You know, you see something I'm fine with, you suggest it, you go up front and do it. You know, talk to them if they want you to. Not that's fine. But ultimately, those ain't yours. [00:11:36] Speaker B: Yeah. If they want them, they have a request. Absolutely. [00:11:39] Speaker A: And you're going to follow through with that. All right. Now, I've had to have that conversation several or a couple different times. [00:11:46] Speaker B: Well, what it boils down to, because, I mean, you've both done it, they just don't want to do it. [00:11:51] Speaker A: Oh, yeah. It's old. It's crazy. [00:11:52] Speaker B: Yeah, yeah, yeah. [00:11:53] Speaker A: Swollen, whatever. There's lots goes behind that. [00:11:55] Speaker B: Yeah, yeah. [00:11:55] Speaker A: However. However, that's my rules, period. My Bottom line is that ain't yours. You don't get to make that decision. You can suggest something and we'll pass it by them and see if they agree with you or want to do it or whatever. But ultimately we're going to end up doing what they want us to do. Okay? So to me, that's good customer service, however. So what ends up happening is actually, I'll just go through the whole thing. We finished this. We replaced the sensor, you know, and they. The same old questions, you know, y' all replaced one, how can you tell if it's the one you all replace or not? You know, whatever. Like, there's no question when you break it down to see. Yeah, there's no question. Yeah, Completely different, you know, no question. And of course, it wasn't one had ever been replaced before. So anyway, we ended up doing tire sensor, rotating tires. Oil change brought it around. I built him out. He comes back in. I said, yes, sir. And I'm big on like, ah, what we forget, you know, just immediately point blame to us. I wanted him to feel uncomfortable coming back in, so I always do it that way. He's like, you just didn't rotate my tires. Okay, all right. I said, he said. He said, come out here. I said, okay. I went out there with him. He said, he said, they put a tip and miss or they put that sensor up here on this driver front. I said, okay. He said, that's the one that was out because it was showing on the dash. No, I'm not saying he's wrong, you know, because it makes sense in their minds, you know, he's like, that's the one that was shown before. I said, okay, okay. I don't know. You know, he goes, well, look right here. Look right here. And he shows me on the rear wheel. He's like, see that? I'm like, what? He said, them lines right there. I said, those finger marks from, you know, where the brake dust is? He goes, yeah, I put them there. I put them there. [00:13:42] Speaker B: Oh, no, he's right. [00:13:43] Speaker A: And that ain't been moved. [00:13:44] Speaker B: Oh, it's been moved. Okay. Wow. [00:13:47] Speaker A: I said, okay. So then I walked back up front to the other one. I'm like, well, this one's got marks all over it too. I mean, they're putting their hands on it to rotate. Like, what makes you think we couldn't have done that? You know, And. And he's like, I'm just telling you. I'm telling you these. These wasn't rotated. You know, that. That sensor is that's the one that was out or whatever. I said, are you saying that we've changed the sensor, like, and we. We shouldn't charge you for this, or what Are you telling me, you know, that you're wanting. And he's like, well, the tires just wasn't rotated. No, no, no. The sensor need to be replaced. Rotate. So, okay, hang on just a minute. Because you're come. All I did was just bill you out. You're coming. Let me go get the guy. Did it, you know, So I bring him up. I said, dagon, did you rotate those tires on that car? You know? Yes. Or that truck? He said, yes, I rotate him. I said, what sensor did you change? He said, the driver rear. The driver rear was out. And we rotated up to the front. [00:14:37] Speaker B: Okay. [00:14:38] Speaker A: You know, now it's showing the front because. Because we've relearned the positions and everything, so now it's. It's right, you know? Yeah. We've done everything to a tee, you know, so. So it's. It's me, the technician, the customer, all standing right here in this triangle. I said, okay. He came up front. I said, did you change the sensor? He said, yeah. I said, okay, which one was it? He said, it was the driver rear. And we wrote. I said, you rotated the tire? Yeah, now it's on the front. And he's like, oh, it was showing on driver front on the dash, you know, And Declan says, yeah, it was on the rear. It was on the rear, the one we changed, you know, the dad. I said, GM don't know where it's at unless you tell it. Yeah. I said, it just didn't. It just didn't know where it was at, you know, and he. And he goes, well, now it's on the. And he said. I said, you did rotate him. Yeah, and now it's up on the front. That's when we changed. And that guy just looks at me, and I look at Declan and I said, you're good to go, man. Thanks. What do you want to do? He tells me, he did. You say he didn't. I don't know what to tell you. You know, this is bad. We rotate it. Like, what do you want me to do? You know, I'll do. I'll do. [00:15:46] Speaker B: I'll go back there and rotate them back. [00:15:48] Speaker A: Yeah. I said, you want me to rotate it? I mean, I don't. I just want to do whatever it is you want me to do, you know, that's all I want right now. I've got. I can go off what he says, I can go off what you're saying. Your. Your. Your complaint is marks on a wheel from a handprint. That's what you got to do to rotate them. You know, I'm like, I don't know. [00:16:06] Speaker B: Yeah. [00:16:06] Speaker A: He's like, no, no. If he doesn't rotate him, I'm okay with that. I'm okay with that. Then I'm okay with that. And. And out the door he goes, wow. But we had to go through all of that just for you anyway. Well, yeah, so that was a. Just an experience that you made me think of, like, going, you know, customer. [00:16:22] Speaker B: Well, customers like that, you know, I get what they're. I get. You know, it's just like, today, one rolls in for me, you know, I. I try to be as good as I can to the customers. I had. Mower was dropped off, and he said, it needs a starting solenoid. Well, I. In. In this industry, what do you do when somebody do. You just say, okay, and write it down. [00:16:43] Speaker A: You prove it to yourself. [00:16:44] Speaker B: You. Why. Why do you think that? Why do you think. [00:16:46] Speaker A: Oh, you mean on the right. [00:16:48] Speaker B: You question. [00:16:48] Speaker A: Yeah, yeah, yeah, yeah, yeah. What's going on? Yeah. [00:16:50] Speaker B: You question the customer or. Yeah, you prove that after you get the mower. Yeah, but I talk to the guy, so I'm always big about why you say that. Yeah, yeah, yeah. You will get the cut. [00:16:59] Speaker A: What's going on with it? What's it doing or not doing? That's what I always say. [00:17:02] Speaker B: Exactly, exactly. You get every. Ask the customer every answer, or, I mean, every question and see if they give you a good answer. And I asked him, and I was like, what do you. What do you. Why do you not think? He said, well, it's not starting. He said, there's no power going to the starter. I'm like, okay. That could be a whole host of things, but okay. You know, the starter solenoid, I mean, did it just start acting up? Well, it just died. It just died. And then it wouldn't start back. Nothing. He said, I started, you know, started mowing. I made two passes, and then it just dies. And I was like, well, and you. [00:17:37] Speaker A: Think the solenoids bad. The starter. Solenoid's bad. [00:17:39] Speaker B: Made it die? [00:17:40] Speaker A: Yeah, yeah, the starter. Okay. Yeah. [00:17:44] Speaker B: So I was like, okay, that's great. I said, I'll check that out. I said. And he said, I was mowing and just, you know, just stopped. And I was like, okay. So I go out there. I always try to. I don't ever go out there with the customer. And, you know, I'm not being boastful or anything, but I just, I'm not. I don't want to. Because you can easily diagnose something when you can when you hear. Because God gave us hearing, he gave us touch, he gave us smell, he gave us all these things that we can use in our industry, you know, and I can. I can turn the key on and I don't hear nothing. If I don't hear nothing clicking or ticking or nothing. Okay, we've got a power problem. So then you just go from there. So anyways, I get out there and immediately found a bad fuse holder. Okay, play with the fuse holder. Now I've got click. Well, now I go down there. He's got loose solenoid wires, okay? So, you know, at this point, I'm like, I mean, really, all I've got to do is tighten this up and put him a fuse holder on it. Or, you know, squeezes, you know, squeeze the fuse holder back together and he's rocking. So I go out there and I literally, after five minutes out of the parking lot, start the mower up to drive it around the building, pull it inside and let it sit there for about an hour. And I come back to it and I go get the phone, tell him. And he's like. He's like, well, he said, I really wish you would spend a little more time on it and work on it. And this was today. And I said, okay, well, what do. [00:19:19] Speaker A: You want me to do? [00:19:20] Speaker B: I said something else. I asked him, I said, well, do you want me to just replace the solenoid on it, the starting solenoid? I said, because it's starting right now. I said, you had this fuse holder was what the issue was. Said you wasn't getting any power. That's why it died while you were driving it. That's why it died. It lost all power. This is its main fuse holder for the. For the power of the machine. And he said, well, I think you just need to put that starter solenoid on it. And, you know, and I said, well, do you want me put the fuse holder? Well, he said, if you really think it needs it, then, you know, and then. And in this instance, I'm like, okay, well, we're both going to be right. Because when I put this fuse holder on it, you've already got a good solenoid. You know, your solenoid is perfectly fine. There's nothing. But if you want me to put a $40 solenoid on or $30 solenoid I will, you know, that's fine. [00:20:13] Speaker A: Yeah. [00:20:14] Speaker B: So. So I said, well, I'll put it on there, you know, and, you know, and, and even to this day, I called him about. I let it, I let it sit there for a few minutes and I called him back because it's literally two bolts. [00:20:25] Speaker A: I thought you said this was today. [00:20:26] Speaker B: This was today. I let it sit there. I'm talking about today. I let it sit there until today. Yeah, yeah. I mean, I mean, he literally dropped it off at lunch and I call. I mean, this was all within four or five hours. [00:20:36] Speaker A: I got you. [00:20:37] Speaker B: And, and I told him, I was like, what it was and how. He's like, he thinks he's right. And I said, well, your mower's ready. Well, did that fix it? Well, yeah, it fixed it, but the problem, the main problem was. Well, I knew it was that starter solenoid. So at this point, I'm like, he's done, he's done. You know, I just. So, so at this point, the customer service side of me just kicks in. You're right. I'm not going to argue with you. I'm not going to. You know, I charged him and I charged him a hundred dollar diagnosis for replacing that and putting a fuse holder in it. $100 diagnosis. And he was tickled to death, but he still walked out of this building thinking that. And part of me wants to argue with him and be like, but that's where, that's where you set yourself apart from the other customer service. You know, the customer, just like your customer thinking he was right. My customer thinks he was right, but he's not right. I mean, the fuse holder is bad. I drove it around the building. It starts fine every single time after you tighten the solenoid up. But, you know, it just. Customer service is like the biggest thing that you can do in anything, whether it be, whether it be working on cars, whether it be selling parts, whether it be selling something online or on the telephone to somebody. If you can get somebody, you know, intrigued enough to listen to you and, you know, be somebody that they would want to talk to, you can just about sell anything or do anything through customer service. [00:22:18] Speaker A: You just have to make them like you. [00:22:19] Speaker B: Yeah, absolutely. [00:22:20] Speaker A: It's the same thing as being friends with somebody. [00:22:22] Speaker B: It is. [00:22:23] Speaker A: You're not gonna go hang out with somebody you don't like. They're not gonna come and do business with somebody they don't like. [00:22:27] Speaker B: No, that's, that's right. [00:22:29] Speaker A: It's. I mean, it comes down, it comes down to that. I've had, you know, I've had numerous interactions with people that are negative, a ton. That are so positive. Those are the ones that just make you keep going. You quit. If all it was was bad, negative things. [00:22:46] Speaker B: Oh, yeah, you. [00:22:46] Speaker A: You quit. You quit. You couldn't handle it, man. It's the. It's the ones that walk out those doors and I go, man, it's people. It's people like him that make me just want to keep doing this, you know, they're the only reason I'm holding on, because that's the kind of people I want to help. [00:22:59] Speaker B: Well, and these people that we have bad energy, you know. You know, or you have indifferent, you know, interactions with them. You have. You don't have a lot of them, but the ones that you do have, and sometimes it feels like you may have two or three a week. That makes it feel like, my goodness, I can't go for another day with something like that on top of me. [00:23:22] Speaker A: Yeah. [00:23:22] Speaker B: And then you have to take that home with you. [00:23:25] Speaker A: You think about it, you replay it. [00:23:27] Speaker B: Yeah, yeah, yeah, Absolutely. Well, I wish I'd have said this or I wish I'd have said that. [00:23:30] Speaker A: Oh, yeah. [00:23:31] Speaker B: Or I wish I didn't say that. You know, I had a. I had a customer come. It's been a few years ago, and I was already. He's already one of these customers. Like, when. When the caller ID comes up, you're like, gosh, oh, yeah, you know, you've got those, you know, and it comes up. And he said, ain't your battery just as hateful as you could be a battery? And it better not be one of them high dollar ones. So. [00:24:01] Speaker A: Well, good morning. [00:24:01] Speaker B: Yeah, you know, so it was. And I said, well, hang on just a minute. Because he was wanting to know the different prices. So I, you know, I go to try to get the price for him. Literally 15 seconds on hold, come back, he's gone. I hang back up. So. Okay, whatever. All right, whatever. He comes trudging through the door about three minutes later. Yeah. I don't even know why you called, man. [00:24:33] Speaker A: This guy's quick. [00:24:33] Speaker B: Yeah, well, yeah, he was on his way, and he comes in and. And, you know, I'm already on. That aggravates me if you don't have. People don't have patience anymore. That's another thing. They don't want. [00:24:46] Speaker A: No, they do not. No. [00:24:48] Speaker B: I mean, if they want it, that's. Today's. The technology and everything. [00:24:52] Speaker A: That's worse now than it's ever been. They want it right now. [00:24:58] Speaker B: They want that instant gratification. So anyways, he comes walking through the door and he said, did you figure that price out? I said, yeah, I did. And he said, I ain't gonna say exactly what he said because he's just an old farmer. He's an old farmer, old codger that he has no filter. He just says what he wants to say, which is fine. That's. That's great. And he comes in there and he said, now, I ain't giving you blankety blank $200 for no battery. I was like, well, okay, you know, you don't have to. And I said, well, what is your V? You know, what exactly do you have on it now? Well, I told you the year model. I said, and you hung up on me. And I didn't. I didn't finish looking it up. I mean, this was like two or three. I knew what battery it took. So he's got his hood open out there. So I go out there and look and I said, well, let's just go out here and see what you got. See how many cranking amps you got on it right now, because it's an old diesel. So I want to see if he's got some 650 cranking amps or he got a thousand cranking amps, dual battery. So I go out there and he's like, what in the world's got you all bound up today? Or something like that? [00:26:14] Speaker A: 65 series. [00:26:15] Speaker B: This 65 group? Yeah, 65 group. And he's like, what? You got you all bound up in a hateful mood. And I look at him just as puzzled. And I said. I said, well, you do. I said, I don't know why you come to me wanting something for nothing. Well, I'll pay you for it. I just ain't going to pay no high dollar prices. And I said, well, I'm not going to give away a battery to you. And I said, I guess. I told him. I said, I guess. And this has just been a few years ago. So this is this side that I tell you, like, you can't get run over either. You've got to be the dude to stand up for yourself. And I said, I told him, I was like, you would rather me close my doors tomorrow and give you this free battery today and we never see each other again? That's what you would want me to do. No, it ain't neither. He said, you're just putting words in my mouth. And I'm already like, you know me, I Can have a very short fuse. And it was just the way everything presented itself in that 15 minutes. I was done with it. So I grab his hood and I slam, I slam it close. I said, I don't want you or your business. I said, you get out off my property and you leave and you don't come back. So he was gone for like six, eight months. Well, and he's one of those guys like you can get to that point really quick with him about every time. But after this happened, this encounter, he comes back in six to eight months. He said, do I still have something along the lines I still got an account here? I said, yeah, I reckon, I guess you do. You know something about, I don't know. He didn't say kicking me out, but got rid of me or something like that. I was like, well, I'm just not, I'm just not. You can go wherever you want to and talk to whoever you want to like that. But you're not going to do it here to me, to these girls. You're just not going to happen. And he was like, well, I guess you just both got off on the wrong foot that day. But ever since then there's a level of respect that you gain from that stuff. [00:28:20] Speaker A: Absolutely. And those people after that, you don't care to see him coming? [00:28:25] Speaker B: No, no, absolutely not. I don't care if he ever showed up again either though. But I didn't care if he ever showed up. But I know now he knows where I'm at too. [00:28:34] Speaker A: I've always said you can't run them bad ones off of a gun. [00:28:36] Speaker B: Yeah, you can't. You can't. He still comes by to this day. [00:28:40] Speaker A: You know why? Because when you try your best, everybody else is worse. Oh yeah, that's why. That's exactly. [00:28:46] Speaker B: Well, and what's funny is if you mention his name, if you've seen so and so. [00:28:51] Speaker A: Oh yeah. [00:28:52] Speaker B: I mean everybody's like that. So it's like it ain't you, it's him. He's the common denominator here. He's that guy. Yeah, you know, that's just a few run ins that I've had. It's just. [00:29:05] Speaker A: I'll tell you a good one from the other day. No, this was not my personal experience. So I didn't have this firsthand. So it'd be really more of an experience that my service manager could talk about. It actually happened while I was at lunch. All kinds of crazy stuff happens while I'm at lunch. Anyway, so we had this. We had this car in. I'm gonna say what it was, but we had this car in work the other day and this car is notorious for having rear shock issues. Okay. Matter of fact, I had a guy call me the other day that said he was on his third set of OE shocks from the dealer under warranty. [00:29:39] Speaker B: Golly. [00:29:39] Speaker A: Yeah. And that they were. Were refusing to warrant him again. Yeah. Wasn't going to do it anyway. Notorious for it. So I don't know if it's. If they had just made an appointment and brought it in or if they talked somebody first. I'm not exactly sure. Long story short, we were, it needed rear shots. We were going to replace them. Well, they were wrong. Wasn't right once. The ones when they showed up, the ones that had been looked up before. So Scott had called these people and talked to him and said, hey, you know, these ain't the right ones. You know, we need to look at the. Look for the right ones here. I don't see they're available. Blah, blah, blah, blah, blah. You know, maybe dealers only way to go, so on, so forth. Anyway, ended up finally outsourcing them from a aftermarket solution that was supposed to be right also, you know, so we're like, all right, we're gonna try these. These say they're gonna work. They are more expensive because they were like a self leveling versus just a standard. So we're like, they say these are gonna work, let's get them here, let's try them out, whatever. Anyway, those got here, they were wrong. We were gonna have to get them from the dealer. The price went even further up. So we just suggested them taking it on to the dealer. Like we were like, at this point, you know, because a lot of times if we've got to get it from the dealer, they're not giving us enough. [00:30:54] Speaker B: The margin's not there. [00:30:56] Speaker A: It's really, you know, it's. It's really worse off for the customer in some cases. Yeah, you know, they could go there and save money versus, you know, us having to do that. So if we're having to buy it from them, you know, Anyway, so we suggested that. So this was months ago, two months ago. Something like, it's been a while. Well, phone call comes in at lunch and girl up front answers the phone and she just, you know, she hears it and she's like, wait, you need so and so. So she puts him through him or the customer through the service manager, you know, and he said it was just like a two minute rant of nothing but but the customer just, just constant, constant, constant. And he said, so I just let her go, you know, I just let her go. And it was, it was, my car's at the dealer. Keep in mind this is two months later, you know, so there you go. Anyway, my car's at the dealer. I don't know. They're, they're telling me the bump stops are not on the rear shocks or something like that. The bump stops ain't on the back. I need to know who worked on my car, who took, I want videos of whoever took parts off of it, names of the employees. And they're telling me it ain't got any oil in it. And I've got a, I've got an oil or something else is going on and I ain't got no oil in it. [00:32:22] Speaker B: Two months later, right? [00:32:23] Speaker A: Just, yeah, I mean just a, an absolute rant, okay, and I want all this. And demanded all that. So he said, he just let her go for about two minutes and went, I'm not going to do any of that. Was her response back after all of that. And she's like, what do you mean? He goes, so first of all, now let me, let me put you, let me put this in a little bit of perspective here. We didn't do anything to this car. Nothing to this car. [00:32:56] Speaker B: We didn't even touch it. We didn't take it apart. We didn't do nothing. [00:32:58] Speaker A: Right? Nothing. [00:32:58] Speaker B: Nothing was right. [00:33:00] Speaker A: Nothing. Like, so she's like, he's, he's like, I don't know what you're like, what are you wanting here? Like, I don't even understand like what you're trying to get out here. You know, we, we didn't touch your car, much less the oil. We didn't do nothing with it. [00:33:14] Speaker B: What are you here for that? [00:33:15] Speaker A: You know? And he's like, what, what are you talking about? And you know, well, they'll tell me this. He goes, well, I can't answer that. You know, where's it at? He's like, I can't answer that. I don't know what you're talking about. We didn't do any, we didn't even charge you anything. Yeah, like we did not do anything. Well, how can you tell her wrong? He's like, you look at it like it's just a visual thing you can see, you know, you know, a self leveling job. It's like that big around where another one's real small, you know. So he's like, I don't know what you want anyways. Yeah, Look. Oh, I know. It's just. It's incredible. It's incredible. I got a bunch of. A bunch of really good ones that come along. [00:33:56] Speaker B: That's the customer service side, definitely. You know, for a shop or for a store or for anything. People just want a good feeling is what they want. They just want a good feeling when they leave, when they come, you know, anything like that. They just want a good feeling when they get there. And. And that's. I think what made us, you know, business wise, do as well as we have was just that, you know, just. [00:34:21] Speaker A: That you're just honest. [00:34:23] Speaker B: Yeah. It's all they want. They just want somebody to tell you the truth. [00:34:25] Speaker A: Yeah. [00:34:25] Speaker B: And sometimes it's good to be that person that's been like, okay, I know you've been to three other parts stores and they've all told you this. You know, I have it all the time with batteries. They ain't no parts store in a 45, 50 mile radius of me. That'll change. Certain vehicles, Mercedes, a Chevrolet, traverse this or that. [00:34:54] Speaker A: Yeah. [00:34:54] Speaker B: I mean, they won't touch it. If they've got to do anything, forget it. Which there again, if they went somewhere and now they're coming to me. I don't care if I even feel a little bit uncomfortable. Matt's gonna make it happen. Just because that's the customer service. That's the side of me that. Because I guarantee you the next battery that goes out, they're not going to there. They're coming to me. And I've got that so many times, you know, just taking care of them, you know, or if it's. Or if it's. I don't even think some of these places can't even put oil. Help. Help the customer put oil or coolant in their car. It's gotten that bad because corporate franchise stuff. Yeah, yeah. Corporate don't allow that stuff. [00:35:37] Speaker A: Yeah. [00:35:37] Speaker B: It's like nowadays. And I, you know, I don't. I shouldn't even say this, but, like, they don't. They don't get to, like, they'll scan their check engine lights. Have you ever had an auto part scan your check engine light? [00:35:49] Speaker A: I've never had them do it. I send customers to do it all the time. [00:35:53] Speaker B: Okay, well, so all the time I tell them, do you see what they do now? They've got this. [00:35:56] Speaker A: Yeah. They give them a diagnosis right now. [00:35:58] Speaker B: Yeah. Which is a joke. Yeah. Yeah. They'll have five parts you need to buy. I'd start with this one, this one, this one and this one. You know that's a joke. We all, we know that. [00:36:06] Speaker A: Yeah. [00:36:07] Speaker B: But it there again, that's a pretty good service because they potentially get a sale out of it and they've got an answer. That's what they're looking for is an answer. And, and if they can get the part. [00:36:19] Speaker A: Yeah, that's like not having. [00:36:20] Speaker B: But they want. [00:36:22] Speaker A: Or that's like not having a grill. [00:36:23] Speaker B: And somebody saying, you stay at the. [00:36:24] Speaker A: Grocery store, now you gotta go find somebody with a grill to grill it. Yeah, that's so stupid. I know who goes out and buys her. Who goes out and buys a capacitor for their air conditioner unit and then calls around getting somebody to install it in. Ain't gonna happen. Yeah. [00:36:40] Speaker B: Figure it out. [00:36:40] Speaker A: We've cut that out completely. We don't, we don't. We don't even let people carry an oil filter no more. [00:36:44] Speaker B: Really? [00:36:45] Speaker A: Nope. Don't touch it. [00:36:46] Speaker B: Well, that's good. I mean that's fine. [00:36:47] Speaker A: Do it. [00:36:47] Speaker B: Yeah, absolutely. Well, that's. Well, I mean for the labor that you have to charge to even make, you know, because more than likely you ain't gonna get a sale off of them. You ain't gonna get. You ain't gonna get a wiper blade, you ain't gonna get an air filter. You ain't gonna get. [00:37:03] Speaker A: Tell me needs brace and want to do that. [00:37:05] Speaker B: It ain't going to happen. But you know, big thing is with like my customers, like being a mechanic and being in the field and stuff, I'm like, well, bring it in here. Let me see what code they've given you. And well, they'll bring it in and it'll be like a cam position, a Ford cam position sensor correlation code. And you need to put a cam sensor in its first. No, no, that's, that's, that's more if it's a Ford, more than likely. It's not that. You've got more than likely. You've got, you know, timing, you've got phasers out, you've got something going on in that. You know the correlations. You can put these three parts on it, but it's probably not going to fix it. And you've got six codes. [00:37:46] Speaker A: It's what you can't see here. Yeah, there's going to have to be some money spent on this to be. [00:37:49] Speaker B: Able to tell you what exactly. Take it to somebody that can. That's got a diagnostic, a big nice diagnostic tool to see both banks, see what's happening. But, but clearing the check engine light, they won't touch they will not clear a check engine light. Yeah, because to, I mean just like when you're working on one, if it's got six codes, erase those things. See what comes back first. And that's generally, you know, that's your, that's your go to and like that. I have a lot of customers that. I get that now. I don't like doing emissions codes just because you know it is what it is. But like when it's stuff like that or it's a misfire code or it's a random misfire and it's got three. [00:38:25] Speaker A: Cylinders, rich lean conditions on top of everything. [00:38:28] Speaker B: Yeah, bank one, but you know, whatever. Erase that stuff. See what comes back. As soon as this light comes back on, you come and see me really quick. I hate to feel like I'm diagnosing their car for them. [00:38:38] Speaker A: Yeah, you don't want to feel like that. [00:38:39] Speaker B: You don't want to do that. But I'm like this is going to help you fix it. Because if you're lean on only one bank or if you're lean on both banks, you could be numerous things. But you know, this is what I would be looking for, you know, a fuel pump, you know, intake leak or yada, yada, yada. But we need to see which one comes back and. But I've got a lot of customers from other stores doing those sort of things. Whether you can't you just give it, just go the extra mile and help those customers out a little bit more than the last person half a time. [00:39:14] Speaker A: All that is is time. [00:39:16] Speaker B: Oh yeah, just a little bit more time. Absolutely. [00:39:18] Speaker A: Just the show of just the slightest bit of effort. You know, just like that freaking bagger at that grocery store. Don't make the littlest bit of effort. I wouldn't care if you dropped ever all 12m eggs. You know, they just take that run off by here and get some more, you know, just some effort, dude. [00:39:35] Speaker B: Yeah. [00:39:36] Speaker A: You know, you ain't got to be the best at it. That's what I tell my boys. You know, your tribe will get you further in life than your skills. [00:39:42] Speaker B: Will. Will it will. [00:39:44] Speaker A: It will. [00:39:44] Speaker B: Just try. And if somebody can see you're putting effort into it, it means a lot. [00:39:49] Speaker A: If I was a coach, man, I'd rather have a three star that worked his tail off as I would a five star thought he was a stuff and didn't have to do anything. [00:39:56] Speaker B: Yeah. [00:39:57] Speaker A: I'm telling you what, it's, it's awful. It kills me. But yeah, customer service is huge in our world. Huge Both of our worlds, and we deal with it every day. The stories are we could probably come on here every day and just talk about work. What happened that day? [00:40:14] Speaker B: Yeah, well, that one, that, that one, it happened today. It was very, you know, I could go on and on if we wanted to do repairs. This ain't just cross counter stuff. I have cross counter stuff all the time. [00:40:25] Speaker A: Yeah. [00:40:25] Speaker B: And, you know, and, and people, people like, they, this is kind of going back to, you know, a earlier talk that we had. People don't always, when I. People don't always want cheap either. Like, I'm probably like, I'm very competitive with my parts and prices and stuff. But between the customer service and the know how the. And giving an answer, that's another thing. With customer service, they want an answer. If you don't have any way to fix it, you can't fix it. There's nothing you can do. But if I tell you to go, go to this and do this, they can, they can fix it up for you. If you send them there, that means more to them than just saying, well, I don't know, you know. Yeah, I mean, they, they like that a lot more than, than just, I don't know, go, go figure it out. You know, if you give them an answer that customer service, that's really one thing that, you know, that was one thing that, that I learned that you just, you need an answer for them if you can't fix it. The guy that opened my store, he said, if you can't, if you don't have the parts or you can't get it or you can't do it, give them an answer. And that's. That helps tremendously. [00:41:33] Speaker A: Yeah, they're looking for direction. If you can't form the right direction, you ain't no help. No, I mean, you know, all they're ultimately, they're still just trying to get the one thing they need done, regardless of what it is. [00:41:43] Speaker B: Yep. [00:41:44] Speaker A: You know, I mean, if it takes an extra step to get there, that you may have just showed them what step to take, though, to, you know, just to get that much closer. So you're absolutely right about that too, though. It all makes a difference. Effort though, man, it just goes so far. But I'll tell you what I can't stand is these people. You know, it's unreal, the mixture of how people are, of how different they are. You know, you'll have someone come in and just be over the top, nice understanding, whatever it may be, and then someone who, man, you couldn't you couldn't make them understand at all, or they're unreasonable, you know, just. Just crazy stuff, you know, And. And another thing that I believe now, this is me. This isn't, you know, necessarily somebody. Somebody saying this or whatever, but I run my store like this, you know, I tell people, you know, I've got a group full of humans back here that are working on your car, okay? And I tell my guys, too. I'm like, listen, we need to control the things we can control because we're going to deal with problems. There's no doubt in my mind we're going to deal with problems, but there's. There's things that are out of our control that we're going to. Just going to have to face the music and deal with that. There's no voiding parts being bad when you get them failing, you know, And. And I tell. I tell my customers, too. They're like, why do you think that part felt? I'm like, made late on a Friday afternoon. I don't know, you know, I don't know why. I just know it did, you know, you can't say why, but I'm like, guys, the things we can control, let's control them. Let's limit the number of issues that we have, you know, and all this translates back to taking care of the customers and giving good customer service. But, you know, it just. It drives me crazy. The people that come through that door and act like you owe them something as soon as they walk through that door. [00:43:36] Speaker B: Oh, yeah. [00:43:37] Speaker A: I mean, they act like you owe it to them. [00:43:39] Speaker B: Oh, yeah, absolutely. [00:43:40] Speaker A: They do, you know, and it blows my mind, you know, I don't go in a place acting like that. [00:43:45] Speaker B: I never do that sort of stuff. Okay, well, here's another thing for me, and I'm sure you get it all the time with, well, I went to so and so shop. Well, now mine's. Mine is. I have all the time. Drives me crazy, especially when I go out of my. When. When Matthew goes out of his way to say, hey, you need to do this, this, and this, you know, or you might. You might try this, because this is very common on this vehicle. I had one call, I don't know, over the weekend maybe, and he said, I got a 4.0 Ford Explorer 0608 somewhere in there. Thermostat housing. Plastic. Thermostat housing in the Valley. I knew exactly what he's talking about. I've replaced tons of it right in. [00:44:30] Speaker A: The front of the motor, right there on top. [00:44:32] Speaker B: And he said, and this is, like, a good customer of mine. I'm a decent customer. He was not like, the best customer, but he's a good customer. And he's like, man, he said, I. He said, you know, he said. He said, I bought this down there at Napa, and da, da, da, da, da. You know? And I was like, well, if you don't mind me asking, why did you buy it at Napa? You know? And he's like, well, I just, you know, And I get it sometimes. Maybe I'm not open, but, I mean, Napa's open the same time I am, so you can't use that excuse on me. And so he just bought it down there. Whatever. Well, it blew out a plug. It blew out the little. Where the sensors go in. I know I can visualize this stuff. I don't even have to pull it out of the box. I know I've replaced enough of them. I know what he's dealing with. And there's a little wire clip, and da, da, da, da, da. And I was like, well, I know. [00:45:21] Speaker A: Exactly what you're talking about. The sensor goes in the wire clips in it. [00:45:24] Speaker B: Yeah. And some of them have two sensors, and some of them have one, and you have a plug with another wire clip in it. And I'm just visualizing all this in my head. And the whole time I'm like, dude, if you would have bought this from me, I've got it. So I'm. I'm. While I'm talking to him, like, well, I don't know what you need to do. I mean, I don't have. You ain't gonna find that clip. The only way you might find that clip is if you call the dealership. You know, that's what I told him. I said, you might call the dealership and see if they have that little clip that goes in that and that plug, the little bung that goes in it. [00:45:57] Speaker A: And does a new one come with new clips? [00:45:59] Speaker B: Yeah, absolutely. A new one does. [00:46:01] Speaker A: Should have held on his old ones. [00:46:02] Speaker B: Well, you know, I guess for whatever reason, he didn't, but. Or maybe his did have the. Didn't have an extra. I don't know. But anyway, I told him. I was like, well, man, I said, I'm just going to tell you. I said. Because then he's like, well, I don't want to run all the way to the dealership. I'm like, well, I don't know. I can't help you. I can't get that clip. I can't get that plug. And I said, I'll just be honest with you. If you would have bought that from me, I'd have took it out of this box, I'd give you this plug and this clip. And I took that part and I'd put it in my defect bin and I'd send it back. I said, that's just. If you would have bought it from. [00:46:41] Speaker A: Me, that's what Napa ought to do for me. [00:46:42] Speaker B: And that's what I told him. I said, well, why will they not help you? He said, well, they'll only do it if I take the whole part off and that's a hard job. And I said, well, I would agree with that. I don't know that I would want to do that, especially for a bung. I mean, it's a brand new piece that you just put on it three days ago. It's no different than them pulling that stuff off and throwing that. The defect bin. But. And I said, well, I said, you can do what you want to do. I said, then so. So by the time he got off the phone, he was going to a junkyard to pull one off of a junkyard. But you go through all this trouble with somebody and. But that's where the customer service. That's what I would have done. If you buy it from me so easily, just do that order, pull that part off a shelf. I'm literally. I've got it in my hands, you know, I was like, well, dude, that thing's. And that was another thing. I was like. And again, I was like, it was like 119 is what the part was or something. Or 109 and they were like $3 more expensive, you know, And I don't, I don't care, just that you bought it from somebody else. But don't call me with your problems. I mean, you should. If you would have bought it from me. I told him right off the bat, if you. I should have just bought it from you. Yeah, absolutely, you should have. You know, but you know, that's what, that's what you deal with in this industry though. I mean, you'll have. And you'll have it even like with you, you know, customers call you. I was down at so and so shop. You know, you've heard so many times how they've always. And sometimes, yeah, the shop does mess up, but sometimes it's the customer's fault too. It ain't the shops always the shop's fault. [00:48:10] Speaker A: I had a guy call me the other day. He had a Ikea and the low oil Pressure light was on only at an idle. They'd go away when you give it gas, only sitting still at idle with it. In part, you know, when the. When the RPMs are lower or in drive, I mean, you put in park go away too, you know. And he was up. Sound like to you? I said, well, do you hear any noise? You know, if you didn't have oil pressure, you should hear a knocking noise. You know, he's like, no, no. Or don't have no noise. He just got the oil changed at like a quick lube or something. And I said, so you did not have this lot never came on before you got the oil changed? No, no, I'd never seen it before that. It's okay. I said, well, just first kind of thinking, thinking about this real quick. I mean, it don't have a noise, lots coming on, you know. I mean, it sounds like your typical oil pressure switch is going bad, you know what I mean? I said. So I said, the only thing that really makes me want to, you know, and I hate saying anything's wrong over the phone. I need to look at. At it, you know. [00:49:15] Speaker B: Absolutely. [00:49:15] Speaker A: But I said, that's what it kind of sounds like. What I don't like about it is that it goes away. It almost sounds more like oil pumps getting weak. And then, you know, you give it gas and speed it up where it'll pump a little better and goes off. I said, that's the only thing that I don't really like, you know. I said, but I track it right back to what you just did. I said, if they just changed the oil on it. I said, you know, I said, what's your oil sticker say? What grade of oil did they put in it? I looked up the vehicle, you know, and I'm just spending some time with the guy on the phone, like I said, like we've been talking about. And I said, what does oil sticker say, you know, in the window there? What grade of oil? I don't say just as a mileage or whatever. [00:49:52] Speaker B: That's kind of. That would have been my first thought. [00:49:54] Speaker A: I said, okay, viscosity. I looked it up. I said, you know, I said, your paperwork might say something that don't mean that it got translated from the shop to the office correctly or anything else. I said, you know, somebody could have picked up the wrong bottle, somebody could have grabbed the wrong oil reel, whatever the case may be. I said I would just simply go back to where you had the oil change done, and I would ask them to change your Oil for you again or, you know, can you. Can you just drain it, refill it, just to make sure the right viscosity is in it? I never had this in any place. Would gladly do that. [00:50:26] Speaker B: Yeah, absolutely. [00:50:27] Speaker A: I mean, I would do it in a heartbeat if I. If some. If. If I was accused of causing something when all we did was change the oil, you know, I'm like, yeah. I'd be like, yeah, let's rule this out. You know, a mistake could have happened. But. So I told him, you know, you know, go back there, whatever. He said, bo, I really don't want to go back here. I'd rather just bring it to you and pay you to do it. Yeah. I said, well, that's fine. You know, if that's what you want to do, I'd gladly do it. And let's just. That's where I'd start and make sure. Yeah. You know, so we. We did. We changed oil, made sure it had the right filter on it, right viscosity was in it, you know, and all that. And so anyway, we started. It's not doing it in the shop. We pull it around. It's not doing it yet. He leaves, it's not doing it. He drives down the road, it's not doing it. Gets home, stops again, there it come back on. He called me, I said, bring that thing down here. Let me see if I can, you know, hook to it and actually see an oil pressure reading. Let me do that. Don't have the capability to see it. Shows me fuel pressure, you know, the things I didn't need to know, you know, but it does not show an oil pressure. So the oil pressure switch for this car was under the intake. [00:51:37] Speaker B: Oh, shoot. [00:51:38] Speaker A: Big job. You know, it was like $700 to switch this dang, you know, switch out. I said, here's the thing. I said, I don't have the capability of telling you, hey, I need. We need to do this to your car. You know, I like to know, you know, we're not under some tree somewhere out in Iota or wherever, you know, I like to know if I'm selling you something, it's gonna fix it. You know, I want to be able to prove it to me that it needs it for. In order for me to feel good about it. I can't do that with yours. And it's not a cheap guess. You're under the intake on this thing, you know, and if you're pulling this, it's got 98, 000 miles. You better put some spark plugs in it while the intake comes off of it. You know, I'm like, it's, it's. It's a snowball thing. I said, I hate to tell you this, nobody wants to hear this, but you need to take it to the dealer. And that's something nobody wants to hear. [00:52:31] Speaker B: Absolutely. [00:52:31] Speaker A: You know, they've got a bad reputation, whatever, and some of them's great, probably, but. So anyway, he takes him. He takes it to the dealer. They look at it. This guy actually calls me back afterwards, gets an estimate from what and it turned out to be the oil pressure switch. He said, well, you said you could do that. You know, it was this much money. I said, yeah, I did. And he said, well, you want me to bring it back to you? Let you do it? So here I am with the opportunity to take care of this guy, have his business, you know, and obviously we got it anyway, you know, but. So I told him, I said, I said, well, let's think about this a minute. You know, we were here on this cost. They're here on this cost. If I have you bring it back to me, just for me to do it, you're gonna have to end up paying them $200. So let's add $200 to my calls no matter what. And then if I do end up doing it and it doesn't fix it. Where you at, you've still got a light on. [00:53:31] Speaker B: You're at $900. [00:53:33] Speaker A: You didn't have them fix anything, and nobody's there to stand behind anything. So I said, in that case, you know, hey, let's. I think your money's best served doing. [00:53:46] Speaker B: You got a couple more hundred bucks and, you know. [00:53:48] Speaker A: Exactly. Yeah. [00:53:50] Speaker B: If something's wrong and they gonna have to fix why it's doing it, y. [00:53:53] Speaker A: So I said, just let them do it and you know, and we'll get you next time, you know, but because we offer as good customer service as we do, that guy felt, you know, felt the need or obligated or whatever that, you know, he should at least call us and give us an opportunity, you know, and of course I. I talked us out of it, but. [00:54:17] Speaker B: Right, but it's. It's better for business. Yeah, it's better for. [00:54:20] Speaker A: You gotta. You treat people fair. You treat people fair. [00:54:23] Speaker B: Absolutely. [00:54:24] Speaker A: But that's why customer service is so important to me. I mean, just stuff like that. [00:54:29] Speaker B: Oh, yeah, yeah, absolutely. Well, and people like the honesty. People like the honesty. They like somebody being straight up with them. And yeah, it's going to take. It's going to cost a dude probably 200, 300 more bucks, but in the long, grand scheme of things, he's, you know, he's better off because if something doesn't work out, it's on the dealer, so. I agree with that. But customer service is key. I mean, that's a. That's. That's 50 to 60% of your business is customer service. [00:54:56] Speaker A: Absolutely. Yep. That's what made. That's what sets you apart. So. [00:54:59] Speaker B: It is. [00:55:01] Speaker A: Well, that's my customer service right now. Yeah. Yeah. [00:55:05] Speaker B: Well, we've all hips. We can. We could go on for days and days about it, but yeah, we. We could come on here and talk every time we get together about something that happened throughout the day with a. [00:55:16] Speaker A: Customer, and we might end up doing that. [00:55:19] Speaker B: Yeah, we might. We might. They might like. Y' all might like hearing that. But anyways, we just wanted to want you guys to stick with us. We enjoy you guys listening in. And again, I'm Matt Down. [00:55:33] Speaker A: Bo. Like, share, subscribe, whatever you feel, you know you want to do. Yep. [00:55:40] Speaker B: So until then, we'll see you guys next time. [00:55:42] Speaker A: Thanks for joining us.