Coffee and a Conversation with Katie Mares and Alison Rank
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Cadillac 16
The Cadillac V16 is a very fancy car that was made a long time ago, in the 1930s. It had a really big engine with 16 cylinders, which made it very powerful and luxurious, often owned by wealthy people. When people talk about it, they are usually referring to its history and how special it was.
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Hello and welcome to the CarGuy Coffee Podcast. This brew has been brought to you by Certified
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Let's brew! What's going on CarGuy's in CarGuy's? It's Lou Ramirez the CarGuy. I'm
Frelinart's subprime hero. And we are excited to be brewing solutions with you today for another cup
of coffee and a conversation. We are excited. Football season has begun and already the challenges
and the adaptations are already showing themselves even on the gridiron everybody which is exactly
why we're excited to be brewing some solutions for you to keep adapting where it is that you are
doing what you do to upshift what it is that we do in automotive. I'm excited about today's show Fred.
I'm super excited. These two guests that are coming on the show are two amazing just people.
They're doing things out there to help elevate what we do as an experience inside the stores,
inside all our businesses, really inside of our lives. They're really forward thinking and I really
love what they're trying to create right now. They're building a community, a really great
community of people that are just taking the customer experience to the next level. It's
amazing. She's been on our show multiple times. She brings the energy. When she is on a stage,
I think she commands it. I know she commands it. We all watch her and we're like, wow,
what she says is so dynamic and it's yes. That's what we need to be hearing right now.
And then she met and teamed up with just an amazing young lady that's just out there just
grinding. This is a grinder. Her name is Allison and I can't wait to introduce you all to her.
She's phenomenal too. She's become a good friend of mine. I've been communicating with her pretty
much on a daily and I love what she brings and the positivity alone is all that I need around me,
but she brings so much more than just positivity. So I can't wait to get her on the screen. I can't
wait to talk to them both and talk about what's going on now. So let's have some fun. I love what
you did there. Excited about being able to have this conversation with a couple of cargals that
are making things happen and definitely making some waves. If there's anything that we know,
it's that Katie has been rocking microphones all throughout the world and having a great time being
able to upshift what it is that people think and uptick what it is that people do putting plans
into action to make sure that the custom her experience is always way better for those people
as we take intentionality as a priority for the people that are actually making most of the decisions
inside of the buying process. So without any more ado from Fred and Lou, we are ready to bring to you
who it is that we're brewing with today. So let's enjoy this cup of coffee and a conversation.
Let us welcome in and make welcome, put some claps inside of the comments, a couple of coffee,
cup of emojis, maybe a couple of thumbs up, maybe a couple of hearts. I don't care, but bring some
of those good vibes because we're ready to bring in the one, the only Katie Maris.
Y'all are like the best at that. You're like the hype crew that we need to bring in everywhere.
Absolutely. But of course, we have the one, the only, Allyson
Dynamic Duo that matches the energy that Lou and I bring and that's hard to find. That really is.
So we're excited to have the show today. Ladies, good to see you in the same room. I know that
you all are out spreading yourself out there to get yourself that word out there, the great news
that's happening right now. And I can't wait to share that on our show today. So thank you for joining
us. Ah, thank you for having us. Thank you so much. Thank you so much. And for those that are
not as cool as the rest of y'all that already know who it is that these amazing people are,
Katie, help us give us a quick breakdown, a little bit of a backstory review and how we
made it to brew with you and Allyson, go ahead and tag team, go ahead and pick up the mic right
behind her. Yeah. Okay. Hi, y'all. I'm Katie. I absolutely love doing what I do and that's
designing experiences for humans around the world and designing experiences in an industry that is
notably three star and helping dealerships elevate it to a five star so that the customers that are
spending 70, 80, $90,000 on a vehicle has an experience that matches the purchase of their
seven dollar latte. So essentially that is what we do is we are, we are moving that three star
industry up a couple notches because our customers deserve and the ladies deserve,
the decision makers deserve the five star experience. All right, Miss Allyson.
And I had the pleasure of joining officially with Katie earlier this year after working with her for
a year. I was at a billion dollar software company that did some incredible things,
even an automotive with the digital experience. And yet if you do not have that foundational
layer of your culture and your customer experience, it doesn't matter what's on the big flashy screens.
And I left that billion dollar company. I'm so lucky to come support Katie because I recognize
that we together could make a change not only in the dealerships but in the world by banding forces
and getting the energy, the insight and the power of everything that Katie represents in her thought
leadership to as many as we could. Awesome. We're so glad that you have joined the ranks
and we welcome you, welcome you, welcome you to the automotive industry. And so thankful that
another powerful car gal is amongst us raising the standard in which that we operate because if
there's one thing that we're on a quest to do, we are on a quest to brew with the best and you,
coming into our industry to increase the level of quality, is going to definitely have us all
grinding out a better and more superb cup of coffee for our customers inside of their experience.
We're excited about that. Welcome to the party, pumped up that you're here. Now, speaking of here,
there is an event that's going on. Fred, I'm pretty pumped up that we got the call
to be part of the hype team. Everybody has to make sure there's coffee available,
but not everybody makes sure to put in the detail that it's that next level coffee,
that car guy coffee, right? Yes. That next level, yes. In this event that's coming up,
truth be told, I beg to be part of it. Yo, what's going on? I see this. How do I become part of
this, right? I'll be honest, I didn't have to beg hard. You both were wide open about it,
and you know our energy and you knew that it connects really well with your audience.
No different than our audience would connect great with your audience. And if we can make all
our audiences get together and really figure out how to be better at what we do, how to really
care about the people in front of us in a much more five star type of experience, then why not?
Let's do this. Let's make it better for everyone. Because if we do that, then the future is guaranteed
for us. There's so much more opportunity that'll come, more commerce will be happening, more confidence
in consumers, all those things that we want to happen, right? That's what you all are creating
right now. And I love that. I'm so glad that you were like, yes, let's do this. And we're excited
to come out there and just be dynamic. You're bringing a team of a lot of great people. There's
guys like Jordan Cox are going to be there and so many others. We could talk about the speakers
and we're going to do that. But let's talk about the event. The event is called the now summit.
How that name come about? Explain that. Oh my gosh, are you going to take it on or do you want
me to? I would love for you to. Okay. So listen, now is non-negotiable. That's our name of our
company. Now is non-negotiable ventures. And where that comes from is that every moment you are
making a choice to either stop negotiating with your future or negotiate with your future success.
And so the customer experience, there is no better moment than the present, the now. And in every
moment that you're interacting with your guests, you have that choice. Do I provide a three star
experience or do I get on the other side of I don't feel like it and provide that five star
experience? And so the now summit is all about bringing us back to the present moment and realizing
that you have the choice to elevate the guest experience with every interaction, every guest
every time. And those are choices you make in the now, in the present. And those little moments,
those little choices that you make, they accumulate to creating higher CSI, higher referrals,
higher retention, but it's little moments stacked up over time. So that's where the now summit comes
from, is how do we create that five star wow in every little moment that we have with our customers
internally, by the way, and externally. Come on. I love it. You only got the now to wow. And you
just highlighted something. I love that. I can feel that. The now to wow. Look at that. Write that down,
everybody. Write that down. Car guy coffee, put that in there. Put that in your cup, sip on it,
everybody. But seriously, in week, this is our day job too. But part of our other day job is that
we are boots on the ground, working with teams all throughout the nation. And this particular
week, we've been challenging the teams that we've been working with on the wow experience. We've
been asking them what has been the last time that you were truly wowed by a customer service
experience? If there was for you, for those that are listening, whether you're watching this
live or you're actually listening to this on a drive, whatever the case is, try to respond to
us. Tell us about the last time you were truly wowed by an experience, by a customer service,
and some sort of another, whether it was buying a car, buying a house, buying a coffee, buying or
having some time on the phone with customer service. When is the last time you were truly wowed? And
the answers have been just a litany of different answers from different angles, depending on what
the experience was, whether it's being able to walk into a restaurant, carrying your plastic drink
from another restaurant, and then saying, go ahead and put it inside of this glass cup,
and you can keep that with you to a waitress running to the grocery store down the street
to be able to buy some mint to make sure that the mojito is ready, all kinds of opportunities
to wow a customer we've heard from our people, and we've had the chance to share our own. But
for those that are out there, those that are wondering, what's the last time you were wowed
by your experience? We're excited to talk more about that at the now event. And that is so key.
So what we've created is a five-star experience that everyone that is coming is going to experience,
including some incredible speakers that are going to tell stories from other industries,
where they had some really courageous moments of deciding to make now non-negotiable and do things
that were out of the box. And that is going to create this movement and momentum where as we
are experiencing this together, not only are we going to be learning from the best, but we are
also going to be experiencing a mindset shift where throughout our daily lives, from the day
that we walk out of that summit and we've all been poured into, we are going to recognize every
moment that we are experiencing great and bad experiences and thinking about it at a higher,
more elevated lens that will be trained in the now summit to do, to bring that now to every
experience, every guest consistently, every time. I think one of the most unique portions of this
so a couple of things is one, we are hearing from outside industry experts as Allison said.
If you're looking at your next dealership down the street, they're not doing it right either. So
stop looking there. You've got to go look where the experience competition is. And that's your
Starbucks and that's your Nordstroms. That's your drive through McDonald's. That's the gal that ran
down the street to the coffee store to get the right item for the guest. That is the experience
competition. Listen, unless they're servicing with you every quarter, they're not returning
and to buy a vehicle between three and five years depending on what study you're looking at. So
the experience competition is not how you serve your customer, how the other dealer serves the
customer. It's where they spend their money every single day. So that's why we brought outside
speakers in from Disney, MGM, Michelin Key, the president of Remax Worldwide. We have incredible
speakers. So there's that which is unique. But the thing that I think is most unique is that
what happens when you go to a conference or a summit? Monday comes. You are so excited. You
have all of these ideas. You're inspired but then life be lifeing, right? The to-do list
ends up stacking up and do you actually ever implement what you learn? The reality is rarely.
So what we're daring to do different is every person that is part of the summit will be entered
into a community for 90 days where we're going to have an action plan and I'm going to go and
weekly train live these humans so that after the summit we can ensure and hold their hand
that they're making change. So they're going to be put into the now summit community where
they're going to hear from me once a week for 90 days to get their action items actually moving
into action. There's a bonus item folks. Listen, you don't just come but you get to
leave with actionables, things that you get to do on a weekly basis with Katie. Seriously,
like that's some great mentorship that you get to be offered. I'm sure inside those
mentorships you get to share your ideas too. So community. I can't wait to see how this all
goes down. That's a I think that's brilliant. I think that's a great way to encourage people to
not just it's now but it's also tomorrow. It's also every day. We're going to keep
it because it's that accumulation of the moments in the present moment, the little moments over
time that actually make a big difference and I know right now make or break a habit. It's far
more than 90 days but by day 91, I know you don't want to give up. So we're taking them to day 90
and then day 91, they put so much work in. They're ready to go. There's something to that and you
highlighted you spending time with humans and spending that 90 day time with humans is really
reengaging them in a way that gets them to actually be reprogrammed. We have a few friends over at the
active engage camp and they are specific about being able to make sure that who it is that they're
communicating with is with and via a human and lining up the actual leads that they have
is done by humans but they reprogram themselves in order to be able to make sure that they are
actively engaging the customer in a way that's taking them to the next level. Now us as humans,
we're responsible for also how we program our AI in all different ways. How we program our AI is
how we expect our AI to communicate with customers after the fact but we have to have an upgrade to
our systems of how it is that we even see customer service. So I'm excited that you actually put
people into that program and excited for anybody that ever jumps in to see it through, stay the
course, get reprogrammed, see what it actually means to actually think in the ways that let's
just be honest sometimes we don't think. One thing that we recognize as human behavior is that we
don't necessarily know what we like, we like what we know and because of that we have to be exposed
to different things in order to be able to understand what is another level, what is a better level
for ourselves. So many of us are giving three-star experiences but fooling ourselves because our team
is getting five-star reviews for it and with that we want to be able to make sure that we're getting
a five-star review and if a customer could actually click some more stars they'd be trying to find a
way to do but with that I love what it is that you're speaking about over there. Now coming into
automotive, Allison you're one of the most recent bring-ins that we have and we're so excited about
that just like I'm pumped up to hear from people from Disney, goodness that's awesome. Speaking of
that though you're coming in and you're seeing things from a different vantage point which is
awesome we love how raw you are coming to this industry. What is it that you have seen has been
somewhat of the typical experience that not just women have been going through but just the public
in general inside of automotive because let's just keep it real with everybody because that's what we
do. We gotta tell them the stories of you going into dealerships. Oh bring it. Yes so I have been
visiting 20 to 30 dealerships a week in my local area inviting them to the summit because it's
literally a 30-minute drive away I would love to have some of my local dealers blessed so I hit
20 to 30 a week and on average I am getting out of 20 dealerships someone actually looking in the
eye in me in the eye and greeting me twice out of 20 that's the average a week yeah I have to
usually physically go find someone or hi oh wow basic now that does I will say I took the risk
of going in over Labor Day weekend and I knew I no one would actually want to talk to me but
in that case I gave them a gift and even then I still got greeted but it's still very rushed
like as soon as they realized I wasn't going to buy a car that seconds
yeah which I am a human I'm going to buy a car eventually do you not think this experience
moment might plant a seed or pull a seed away when I'm thinking about my next car purchase
or speaking about it so that has been the experience that I've gotten which is an opportunity I love it
the dealerships that I go into but tell me we already do that we don't need you are usually
the ones that do and even if they don't come to the summit I am so grateful to be there to make
my goal is to make one person feel more joy than when I got there and I truly believe wholeheartedly
doing that and consistently having that mindset will make changes so yeah that's already is
you're already making changes Allison you're already making a splash inside your local community and
that's what we that's where you have to start if you're not starting in your own community and I
applaud you for that I applaud you for spending the time to go inside all those stores and really
getting real life data hey the meet and greet and this place is ain't that good and that's
nationwide that's not going to just be in your community that's everywhere and it's a shame
that people are just looking to be transactional instead of relational and if they learn that
there's a huge difference that the seeds that we plant today may not we may not see the fruit of
that for years but you will see fruit if you constantly plant seeds and you constantly are
watering them you constantly loving on them it's not about hey buy a car now one of my favorite
terms that I love on a meet and greet that we've been teaching people and it's from somebody we
had learned it from and it was is this a welcome in or a welcome back right it's very non-confrontational
but it also lets you figure out really quick if they're here to see someone or if they need to
find somebody so if it's a way it's a welcome in a welcome in my name is fred your name is
fantastic you go right into the whole taking care of them whether they want to buy it today or not
it doesn't matter in the car business out of four people that walk in our store three of them walk
away that's normal business that's just not national average years about 25% is what you're
going to do but those other three they will buy cars that doesn't mean they don't come back to
your store but they won't if they do what they've been doing like they've been showing to you
they're going to be like okay no there's no reason for me to come back here I can go to another
Honda store who knows they may treat me a little better there they might actually respect the fact
that I'm just information gathering today they may respect the fact that I'm just here just trying
to see if I even like the way it feels to be here right all those things should matter and it's so
great that we're talking about this because the wow factor is something that Lou and I've been
training on like for since the beginning of time but this something we've been focusing on a lot
with our team is getting that wow factor and finding that wow factor I've noticed that Katie's
post lately you've been talking about the wow that wow factor a lot I love that we had a great
story in one of our in our classes today actually of one of the managers and her wife they went to
dinner and it was a sushi restaurant in the St. Louis area and it's called I even remember it's
sushi AI just because of the experience they had and when she was in there they wanted a mojito
right we got some sushi won a mojito and they're like they apologize we just ran out of mint
we were so sorry and they're like that's okay we'll get something else to drink the waitress
said no that's fine they walked across the street to a grocery store went and got fresh mint for them
came back made their drink and then presented them with drinks it went out of the way to do
and it wasn't like no no big deal we want to do this like that that could have been mid sushi
but you just made it five stars just like that and if that was that just that one small act
makes such a big difference without a doubt and it's the thing that we're very myopic in this
industry right we don't look past our nose very often and that's a concern because the reality
is there is a lifetime value of a customer and every time that 75% of those folks walk out of
your dealership you're depending on what volume and what vehicles you're selling it's upwards of
750 000 to a million dollars per customer that's walking out your door so when you don't greet
when you don't open up the opportunity even if they're just looking and browsing even if they
just need some information you're giving the competition the opportunity to gain that loyalty
and that's a lot that's three million dollars every fourth every third person depending on where
you're at let's look at a million and a half walking out the door of lifetime value and even
if you brought it at the lower end but at 250 000 which is not it's 450 and above but you're looking
at that million and a half dollars every third person that walks out that door and so if you
don't want it right if you don't want if you don't feel like doing it right now then think about that
choice you've made in the moment how that's impacting the fruits of that you are trying to bear
our closing keynote speaker his name is bill how do I say his last name I always mess this up
Kamastro and he is the dealer of the year for Cadillac 16 years in a row running and he says
yeah he's our closing keynote that's so awesome I can't wait to meet him we've never met him in
person he's just fantastic but he said to we were speaking to him today he said today he said
it is a sin if you know that you can make a difference in the experience and you let the
person walk out the door because in reality sin is knowing what good to do and not doing it
and because of that it is very important that we recognize what it is that we can bring to the
table just the other day we had a refreshing on the movie Friday night lights and inside of that
movie the coach's character was explaining being perfect and there was a misconception to what some
people thought was being perfect and it was I got to get the play right I can't miss it we got to win
every single game and we're at the end of the day or at the end of the movie he broke down what
perfection actually meant for those of you that know the movie remember that we're trying to
keep it in football theme but he broke down in highlighting being perfect is looking at the
eyes of the person that's next to you and knowing that you did everything that you can do for them
that you did all that you can do you left nothing out on the field you left nothing
to be lacking you gave it all if you can do that you did perfection and I love love love that
Bill said that because it is so true so many times to your experience Allison going to the lot you
have so many people that are there to get something rather than recognizing no you're actually here
to give something what you're here to do is give not get when we make a phone call to a customer
we're calling to give something great news I have something to give you what is it it's great news
about whatever the subject is whatever the information is that I'm bringing you
it's great news and I'm here to bring it to you and if we can recognize that and have the paradigm
shift inside of our own activities then we can recognize I'm not looking at a woman walking
into my showroom that I've never seen before and just hope that maybe somebody's taking care of her
no I have the opportunity to give something to her if somebody else is already serving that person
great let's make sure that we take it to the next level but there is a mindset of ownership
that we should all take on when somebody walks into the building much like you would have
at a five-star restaurant speaking of five-star restaurants another one of our students today
explain the golden steer how many of you out there know or have eaten at the golden steer
Fred and I have not eaten at the golden steer inside of Las Vegas yet but now we're going to why
because that was a wow factor that just happened to that salesperson that said I didn't expect to
have much but they blew me away at their level of service I felt like I was at a five-star
or a Michelin star restaurant only because of the way they took care of me his level of service
experience just turned into a referral for that business just by speaking it and now
we're gonna go there why because we want that level of service but then we also recognize
that because that great level of service was given to one person I'm expecting it now when I go
there it needs to meet what it is that I heard it was or exceed it and that is a great pressure to
have of how can I continue to uplift this measure of experience that we give to our people and if
people can have that kind of a mentality because it's in our capabilities goodness how much different
would automotive be recognized and that's ultimately what we're trying to do out here is we're trying
to expose to automotive how much room we actually have to grow inside of the biggest room in the
world the room for improvement there is so much that we can do to get better and if it's in our
capability that gone and we should deliver yes can I get an amen on that amen I love that
and side note and I won't get deep into it but that whole situation there just what you just
talked about reminded me of a joke I learned when I was a kid slightly dirty joke but it was not really
dirty but just like bad humor but it reminded me in the whole joke goes and maybe somebody knows
who's watching it's about the golden toilets and like the experience that they had at a bar right
and all these things but anyway wasn't really golden toilets right long story I'll tell that
another time but it just reminded me of that but that experience perception does matter so much
I love what Lou said and and I want to get into that and I want to ask that question to you all
about that a little bit from your lenses it's like it does matter a lot if you do good it has to be
every time if not better right because it does people will expect that and if you don't have
that then they're like that's not what I heard even if it was a good experience it's not going to be
the experience that they were expecting and that matters so expectations do matter what about
expectations do you see that people could learn about how to keep up expectations at your event
I think first of all it's really understanding that disappointment is expectations not met
and at the end of the day it doesn't matter what we think a great experience is or what the sales
associate thinks or the service advisor or the gsm or the gm or the dealer principal it only matters
what the customer's expectations are and the perception of what they want in an experience
and that's why we stay three star we stay three star in this industry because we do what we want
we deliver an experience that we think is good instead of giving the customer a voice
and the beautiful thing is with all these surveys csi all these reviews google yelp wherever online
that people say things about you dms that come through emails that come through a lot of dealerships
shy away from the negative because they get down on themselves and like whatever next the reality
is your customers are giving you the answers to the test and so we know what they want and what
they don't want at our fingertips we're just choosing to do what we think is good oh we give
a good experience we're not listening to the voice of the customer and if you actually take all of
your negative reviews and feed it into chat gpt and ask for commonalities you would have what your
customers don't want and you'd have an action plan on what to change and if you did the same
if you did the same with your positive reviews your five stars you would know
what they do want and what to keep doing hack alert everybody you all heard that and it's
valuable for you as a business owner and and when we're speaking business owner we're talking
everyone from the dealer all the way to you salespeople telling you you're a business owner
individual business inside those stores so act like it right and really understand those
reviews do matter in understanding what they want having to expect i love that you said that that
is such a good thing to do go inside there pull that data and go put that inside there and you'd
be surprised you'd be blown away by what you thought was the right stuff and i think that's
pretty cool i think that's neat i love putting in the negative ones especially that's how we
learn like how do you really learn correct and so when you and lu you said this it's all about
the mind right it's the mindset shift if we continue with a three star mindset what you put
in is what you put out and so you have to shift it from i have to serve this human to i get to
serve this human and the thing is that human is the reason you have a roof over your head
close on your back your kids get to do sports the vacation you take it is not the dealer
that signs your paycheck it's the customer there's no money in the dealer's bank
which means there's no ink on your paycheck there's no one to press send on your electronic
transfer amen where your mind is the output that you're going to give and so one of the
biggest transformations we're going to have is a mindset transformation what are you grateful for
in your customer and the job that you have every day instead of getting up and going oh i have
another day it's i get to serve this human that makes the life i live possible and how do i find
new creative ways to one up myself on how i deliver a plus one i'm looking all around me now
and i'm seeing cool things and i'm going to bring them and i'm going to one up myself every day
what i see is up to me you said it i love it up to me and that's it hey yeah 100 world is the way
you see your world so you can look for opportunities or you can look for obstacles and guess what you're
find both you can look for ways to deliver plus ones or you can look at it as a oh i have to guess
what you're gonna find both it's up to you we got a whole lot of speaking powerhouses amen i mean i
love this because it's all about attitude what everything is always about attitude your attitude
determines your altitude you've heard this quote before what i love is if you actually take the
numerical value of every number of every letter and attitude and you add it up it's 100 so it's
thing in the world a's worth one so on so forth then you add it up 100 it's 100 what determines
your altitude in life it's without good attitude it doesn't matter but i love the whole point of
just understanding your customer and then trying to find ways to not stagnate but to constantly
level up that 1 growth that opportunity to be better than i was yesterday that's how you're happy
my friends i love that you talk about starting your day with gratitude that's a key factor in my
life it's been one of the best things i ever did it's still struggle some mornings that even with
his positives fred and luar and everybody sees us i still have bad days we all do right but when i go
into my gratitude those days are not near that i have so much to be thankful for i'm super blessed
i have so many things and so many people in my life that love me and i love them we're all caring
for each other even when i feel like it's not there i just got to think for just a few moments
i love you said 10 pieces of gratitude but it's for all you all out there who are like man i can't
do that you can it's not and it's not always easy but when you start it becomes normal you start
and that's going back to now is non-negotiable and the now summit right if we all in this moment
where we are wherever sitting we're beside each other we're looking at a beautiful view we're
looking at you two handsome dudes and in this moment where you're sitting i know right where
you're sitting in your studios if you were to ask yourself is everything okay do i have everything i
need and want right now the answer would be yes and if you lived moment to moment in the present
you realize that the worry that you have doesn't necessarily need to be there come on that you
can be grateful for the fact that right now you have a roof over your head food on your table
a cup of hot coffee and you're having a great conversation with like-minded individuals that's
enough and if you go to the next moment or five minutes from now you're going to realize that
everything is okay but it's moment to moment and so when you can be grateful on those days that
feel like everything is overwhelming and you bring it down to the moment you realize hey
it's all okay this two shall pass so now is non-negotiable is so much more than just cx as i said
and Allison said it's a movement it's a mindset shift it's helping each human become a better
version of themselves so that they send that ripple effect into the world and help the next
human that they serve have a better day we all have an opportunity to be day makers period amen
you're all helping to definitely upshift the level of our day today and hopefully they are
doing the same exact thing for you all make sure that you do throw some love inside of the comments
blow them up but recognize everybody if you want to go somewhere you will go where you gaze and
gratitude is the gateway to going where it is that you're meant to go but inside of this world
much like the psalmist the great psalmist andy minio would say you're making moves or you're
making excuses and inside of that we want to make sure that you are making moves towards this event
because the excuses removed an event and the opportunity to get educated is out there so
make sure that you make it out there to this event october seven through eighth we're going to be there
the coffee is going to be running all over the place the caffeination is going to be on another
level and the excitement is going to be great but action taking is what's going to make something
actually happen inside of the world within you and the world around you so we want to make
sure that you do make your way out there get the excuse off the table everybody the opportunity is
there we can go to the next level but you got to take the steps yourself we are so thankful ladies
we are so thankful for you taking the time thank you spend with us today to welcome us to this event
and for your commitment to our industry to be able to help bring awareness that's such a big thing
just bringing the awareness if we know sometimes we will make the adjustment without somebody
having to push us but somebody has to sound the alarm and today you have definitely sounded the
alarm for so many as you continue to do we love sharing stages we love sharing microphones with
you love the moments that we have with our friends over at drive centric where you get to blow the
ever-loving minds of the people inside of that room but we love where it is that you're going
with this and we know you're still just getting started now that you got a battle buddy running
with you we're about to amplify it one can chase ten thousand and we are about to amplify what it is
that we're about to do so thankful for you ladies fred you got anything else for these lovely ladies
nothing said at all right there i think lou i love you for it i appreciate that you said a lot of
really great things and there's not really if i keep adding on to the great things folks you guys
all know how we feel we love you both so much and we're so thankful for what you're doing for our
industry we need more powerful women like you in there showing other women that they can also be
powerful in this industry and anything in life really right it's important lou has granddaughters
on the way and they're the future they're going to do better things than we ever did men or women
these next this future generation is all about love they want to feel like they're being cared for
man so let's make sure we do that but i love what you all are doing so thank you for having us be
part of it even whatever we could ever do for you both just let us know and for anyone out there
watching this make sure you guys sign up as soon as possible for this event there's only so many
seats that are available right this isn't this is the first of many of these events but there's only
so many at the first one be there or be square i promise you that if you go there you're going to
leave there feeling really really i couldn't find another rhyme for that i was getting ready to go
but if you go there you promise you you're going to leave there feeling like you'll learn you're
going to feel like you're going to change the world and you will if you actually take the
actions to do it and it doesn't have to be something massive katie said at the beginning of the show
it's small actions that we take every day that add it up and if we keep taking those small actions
and we keep amplifying it next thing it builds up really quickly this too shall pass no matter
what bad happens because time is the most important thing in the world that we have it's something
that's very valuable that we don't get enough of it's gone once it's gone so take advantage of it
do it now get there now sign up right now be there we're going to be there they're going to be there
let's grow i love it let's grow ladies you know what we got to do to wrap this up we got to drop
those f bombs and yes the f bombs don't offend them we got to forgive we got to focus and we got
to fly so we can keep growing all the time so help us out on three one two three forgive
focus fly and keep growing keep growing thank you so much everybody for tuning in for listening
make sure that you do share this around tag like love subscribe make sure that you enjoy
this by sharing it with others just amplify this message and keep it moving around we are so
thankful for the time that we've had together you've been brewing solutions on the car guy
coffee podcast with the one the only katie marris and the one the only allison red let's go we're out
About this episode
Katie Mares and Alison Rank join the Car Guy Coffee Podcast to discuss elevating customer experiences in the automotive industry. They emphasize the importance of creating a five-star service culture, sharing insights from their upcoming Now Summit event, which aims to inspire attendees to transform their approach to customer interactions. The conversation highlights the need for a mindset shift towards gratitude and intentionality in service, as well as actionable strategies for continuous improvement. Their dynamic energy and commitment to enhancing the automotive experience make for an engaging and thought-provoking discussion.
Original notes
Coffee and a Conversation with Katie Mares and Alison Rank
Welcome to the Car Guy Coffee Podcast. Kickstart your day the right way and join us as we tap into the brightest minds and most passionate voices across the automotive world to bring you the education, motivation, and inspiration you need to thrive. From the showroom floor to the service lane, prepare to Upshift and Uplift your perspective.
In this episode Lou Ramirez and Fred Leonard are excited to welcome two dynamic guests, Katie Mares and Allison Rank, who are revolutionizing customer experiences in the automotive industry. The discussion centers on the importance of adapting and creating five-star customer experiences, with insights from Katie and Allison's new venture, NOW is Non-Negotiable. They emphasize the significance of understanding customer expectations, learning from diverse industries, and consistently delivering exceptional service. Tune in to discover how to elevate your customer interactions and join the movement to transform the automotive landscape.
📲Stream it. Share it. Let's Brew.
Don’t forget to share and subscribe!
carguycoffee.com
certifiedsolutionaries.com
Welcome to the Car Guy Coffee Podcast. Kickstart your day the right way and join us as we tap into the brightest minds and most passionate voices across the automotive world to bring you the education, motivation, and inspiration you need to thrive. From the showroom floor to the service lane, prepare to Upshift and Uplift your perspective.
In this episode Lou Ramirez and Fred Leonard are excited to welcome two dynamic guests, Katie Mares and Allison Rank, who are revolutionizing customer experiences in the automotive industry. The discussion centers on the importance of adapting and creating five-star customer experiences, with insights from Katie and Allison's new venture, NOW is Non-Negotiable. They emphasize the significance of understanding customer expectations, learning from diverse industries, and consistently delivering exceptional service. Tune in to discover how to elevate your customer interactions and join the movement to transform the automotive landscape.
📲Stream it. Share it. Let's Brew.
Don’t forget to share and subscribe!
carguycoffee.com
certifiedsolutionaries.com
Car Guy Coffee
Car Guy Coffee Podcast
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