#DC20 Interbrew Series feat. Zach McVicker

Hello, and welcome to the Car Guy Coffee Podcast. This inner Brew and

Drive Centrics DC twenty has been brought to you by our friends and partners at MXS Solutions, Fixed Ops, Digital and one Data and Analytics three two one, Ignissions, Shop, Smart Autos and NUE. If you want more brewis

or you want to find out how to partner with the Car Guy Coffee Podcast, go to Car Guy Coffee dot com. Let's brew. What's going on,

car Guys and car gals. It's new Ramirez. The car guys are

subprim Hero and we are brewing solutions at the Drive Centric headquarters where it's basically like Disney World for a bunch of kids that want to be able to come, have some fun, get some work done. And you should be here.

I mean there's literally a busload of people that are here. Well,

you are brewing solutions. This guy right here, the one, the only

Zack nick Vicker. What's going to Let's ask a fun man. We're gonna

bring some energy. This thank's kicked off already. That's ready because it's great

speakers. Everybody from Glenn. We had, we had Ashley, we had

Carlo. They were up there doing some great, great topics, talking about

what it takes to be successful in today's world, you know, and with drive Centric, obviously they have a great CRM, but what they're trying to do is bring value and trying to get every one of these dealers to see that the digital age is where it's at. How we communicate with our customers

is even more important. It's so many different ways to skin this cap,

but drive Centric brings you so many different ways. So that's why we're here,

man, and I'm excited to have you here. I see that you

got a little little skin in the game. You're one of the sponsors here.

Brother, it's awesome to see that. Mister on boardian himself. Try

try, no, it's stry to be a part of something great, right, and that's what exactly what Drift Features are bringing here. Plus you get

in the bathrooms just by waving your hand in front of the little light.

I mean, this place is phazing. This is incredible. So so help

to understand those that don't know, and want to make sure that we do highlight you and what it is that you're growing out there, because we're always looking for the best means to brew with and fors energies, find energies.

If you're some good baristas, you're gonna find the right beings to be able to put on the show. And there's some incredible things that are cooking off

here. But you're kicking off the very first interview that we have. Your

drive said, and so help us understand a little bit more about you, what it is that you do your company. Let the world know. Well

before you do that, I mean, I'm gonna let you pour out your heart, but before we do, I just want to let you know.

He only he's only on the show because he beat us. Yesterday. It

was it was a bad and I'm just kidding seriously. Yesterday we played some

pickleball. We got down. It's lou and I don't want to admit it,

but we lost a two to one. They got us right, and

they're like pro tennis players. Man. These guys were hitting balls over the

net like like what I've thought about playing kickleball players that have that time for wrist actions. So it's a lot of fun. I can't wait to play

you guys and get some get back right. Whether it's today or anytime,

we're gonna get that get back. We're gonna have a lot of fun doing

it. And I love that because the first thing he said this morning goes,

how'd you sleep last night? So I love this guy. So anyway,

brother, let's talk about the business. What brought you here, what's

going on? Tell us a little bit about on board you. I'm actually

a part of a pickleball club, just so you guys know. Yeah,

and so oh wow. Of course, of course he is well as trying

to make friends make friends. No, I appreciate you, guys, and

tell you this in full disclosure. I've been wanting to be on this podcast

for a long time. I usually don't even take a coffee that much,

but yeah, I slammed and express so just to get my adrenaline up, mattter guys energy, and so I had tried to do what I could there.

Well, that's awesome to hear, man, And I'm glad that you're that you're here drinking some coffee, because he did. He was in here

was like man, man. He had to excuse himself a few times because

I'm I'm used to drinking as much coffee, but I'm here with the car guy coffee crew. Gotta get a little bit of that coffee in there,

right. I love it, man, No, guys, I appreciate it.

No, just like I said, trying to be a part of the solutions to bring it that we're bringing to this industry. And so for for

us anyway, on boarding in you know, being in the retail operations almost my entire career, I just thought there was always so much complexity and technology really not a great solution for for sending our people up for success, which is also setting our business offers. And so for us, we're an all

in one operating system and so everything from onboard to training and development, coaching, to communication to documentary resources and engagement, we've developed one custom platform with everything in at First Mobile First Focus. You're doing some amazing things. I

love that you talked about everything from the onboarding process further man, And that's the key. Like a lot of people are missing that part of their business.

They have a idea of what they want, but they don't have a definitive process for that, right, so they just go there to say, here, let me throw you guys against a win and see what happens, right, And obviously that's not something that you guys are about. You guys

are helping change that. Your guys are transforming that and you can bringing it

to the digital age. Tell us a little bit more about that, because

you actually got me interested about this a little bit more because I didn't realize how deep that went into with all the different products that you have available inside that. Yeah, No, it's I think. I mean, like I

said, growing up in the retail operations. I mean I started some parts

round of the high school. Wow, And so life started early for me.

And I like you even more, like you even more. But if

you think about it, it's like we really throw our people to the rules.

But I I think it's not necessarily because we don't want to set success.

It's just the fact that we've never had a great solution. Al that's

the way we were taught, and that's the way they taught us, right, you know, and maybe we were successful, but that's not the way to the future. Is a matter of fact, the way that the next

generation and which we actually should have had and we would have had, we probably would have been even more proficient. Right. I think that's great that

you're doing it. So I'm sorry. I meant no, I love your

past. If your guys a show are you talking about you interrupt whatever you

want? The brew is you right now? My friend? Especially because of

the jacket, this jacket, he knew exactly what she walked in. I

was like, oh, man, I didn't bring brought maciato, flow a little bit of that cappuccino with the blue you know, Ceo. That's just

saying I love it. Man. You look great. Man. You know

when you and when you look good and you feel good, things tend to be better. You tend to do a little bit more. People actually pay

attention a little bit more too. So it's pretty amazing how that feels.

No, I appreciate that. Yeah, I think that's that's the thing,

is like we forget all these things that especially the further you get away from the floor right where you first started. So I think with the people that

are in the outer space, if you think back to when you first started selling cars, like your first day. And this is something that I ask

every general manager when I first sit down and talk with them, is like, you know, think about the first day you started selling cars and what was it like. And and they all first they start laughing, they first

chuckle. When they laugh, You're like, yeah, yep, I was,

it was kind of crazy, and so that's exactly though. It's like,

when are we gonna change the way that we do things just because we've done it for the same way forever. It's like, when are we going

to start doing things different to expect different results? And so on boarding is

that it's makes it easier. I think the business was insane for a long

time doing the same thing over and over expecting different results. But you know,

I'd be honest though, and it's it's not a faultless of folks.

Old school, new school doesn't matter. We all get into a rhythm of

things where we get comfortable. You know. Glenn thend these headed this morning,

talked about being uncomfortable at Something that Lou and I talk about quite a bit with our staffs that we train is that the only way you grow is when you're uncomfortable. It's just like Glenn said, you're actually most comfortable right

before you die. Hey, Dealer's Car Guy, Coffee podcast and Certified Solutionaries

are honored to be part of tank you the solutions They've been ruined for you to acquire more vehicles, advertise merchandise, and manage those vehicles. Has made

them one of the most sought after dealer partners in the market. They are

one of one hundred percent CEGC improved and when you visit them at NQ dot com, you'll see a whole hill of beans where the reasons why tea, thank you, let's prove And that's because you're not growing anymore. And that's

when you just you're it. That's it. Actually you're not. You're dying.

And that's where you don't want to feel that way. You want to

feel alive, and the only way you feel live it's like that roller coaster drop is that uncomfortability. But that's why it's important that you look at these

new technologies out there, in these new ways of training yourself, staff and getting them prepared for this new world that we have. What we did is

not the same. I'm telling you I don't care. I can learn all

this stuff. I'm a solutionary, That's what I do. But what we

learn today and how we sell cars today and how we help people purchase cars today, I should say, is so different. So the way that we

onboard has to be different because we want to look for different people to help those people. We don't want the old slimy salesperson anymore. You don't get

me wrong, and go still sell you twenty cars. But what's the repeat

business going to look like ten years from now? It's not going to be

great. What you're going to see today is that people communicate differently, So

we have to onboard them, communicating with them right off the rip that way, even training them the way that we want them to communicate with people.

So getting digital, reaching out to somebody like Zach and his business right now with on boarding and is the best way to honestly get a Lisa and edge, get some education on how to get there, right. I mean,

that's the thing. It's like, it's not like, I mean everything nobody

knows anything until they learn it that you want to leave. That's sell facts

everything, even walking, everything we did, eating, walking, talking, And there's there's something with that because there's no matter what age we're in, no matter what generation we are, there's the law of first impressions. And

this law is generally what it is that you shape your thoughts about things.

When we've been doing it since we were kids, right when whatever, whenever we first saw the movie, whenever we first read the book, you have a hard time watching the movie if you've read the book and it doesn't line up with the book, because your first impression of the movie was the book, and then vice versa that I'm going to watch the movie, then you try to read the book, but that law first impression. This is something

that plagues the employment side of the business. The people that we bring in,

how impressed they are with how we actually take them and show them this generation I love them. I mean, we've raised kids that are adults making

kids and being able to give them the opportunity to figure out how to solve problems by being empowered how to find their way by being able to give them a pathway is the same thing that we need to do with employees that come to us and being able to say, this is the direction you're supposed to go, and what is it that you want to do with this path that you have? How do you want to make this yours? And we lose

I feel like so many people in that trying to get them into our process, into our flow. Tell us a little bit more on the onboarding flow.

What it is that you've done to reduce some of the friction involved in making people have those encounters where they're like, you know what, I don't even want this. You know, I'm good to go on either side,

but tell us a little bit more on on the onboarding side. Yeah.

They started really when I was a general manager run an operation and I started building it with my people, like that's that's simply where it started. Is

I brought people together throughout the dealership in different areas and I just sat them down. It's like, what do we need to fix? What do we

need to change? Because our people have the interests they do. I mean,

that's that's exactly right. And so where it start it was I didn't

realize that they actually wanted to know where to park, Like it's so simple.

But it's like, that's those are the things. And so what I

built in the platform was from the very first day, you know, where do I? Where do I park? As an employee? But very first

thing is it's like, hey, thank you for being a part of what we have here, like you matter. Being as simple as we don't realize

how impactful that is to somebody feeling like they're there. They made the right

decision, and that's really what it is is. Now, whatever it is

we want to teach them or show them on boarding path is you can build that and because every dealership is different, right, and so they can now customize that for themselves and what their operations are. But the biggest thing also

is, like you think about experience and what is experience when it comes into focusing on the salesperson. Is it going through like enough situations where we now

feel confident where we can handle the situations. And that's where the role playing

comes in. And so we've developed the technology where they can now practice on

real life situations before they have to actually face them. And so yeah,

it's just like I said, trying to change the way that we really set our people in for six seming. It just to me, like you said,

it's just listen to your people, and it to me, a lot of that sounds like it should just already have been happening this whole time, right, Isn't that sound crazy? Like this isn't normal for automotive one of

the highest paying jobs you can get, one of the one of the biggest industries in the world. Yet our staffs are not trained that way. Our

staffs are just literally, like we talked about earlier, like when we first started we were thrown to the wolves, you know, we were some of us were blessed that we had some good leadership there that as we were getting OJT on the job training, we were able to pick some things up.

They were loading our lips, we were using it. We didn't even know

how it was working, but it was working right. But it was a

blessing. But it was fun. But we were coached through it and they

were explaining things. And then as we earned it, as we would say

it, we earned opportunity for them to explain things. So as at first

it was just do and then it was then we explained why. I think

the thing today that we need to change in what you're trying to help is giving them the why, but also giving them a process that is clear.

If you've got to check these things off before you could even touch somebody on my lot, before you could even pick up up own. And it's not

because we want you to vibe all what we wanted you to do as leadership.

No, it's because we want you to be as successful as possible.

And if we're able to provide people instant success, at least give them the tools right up front instead of waiting till later and trying to load them with tools slowly but surely it's gonna change their life. They're gonna feel appreciated.

They got that welcome video, they got that welcome message, whatever it is that they have. They start from that, and you continue that instead of

saying we're going to provide training and then literally don't, which is what most dealerships do. They we're gonna get you ready, but here they're gonna make

sure you're patient. Even if you think you're ready, they're gonna make sure

you are. And that's something that's that's super important to do. And I

think whether you have on board in which I suggest you all listen to what he has to say and give yourself a demo of it at least and understanding what it is. Well, what if you're at least have something. If

you're not doing anything right now, or if you're just throwing them to the wolves like ninety percent of you dealers out there, it's probably really close statistic.

If you're doing that right now, just change that one thing. When

you put new people in, it's hard to hire people now, it's hard to retain them. But if you do this, your retention goes way up.

You're more likely to hire people because they're going to hear about you, so be different. Check the flow of keeping somebody inside of our company.

We see it so often and says, what's going on, Jake. But

there's this systematic rhythm that we can get in inside of our business that can keep us stumping. It's very very easy though, for us to go back

to the familiar, Hey dealers, franchise and independent. We have some great

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We can't wait to hear from you. Go to teams dot com.

Back to the show. It's very very easy for us to do what seems

to be easier to us if we don't have something kind of guide with us, and now we don't have the excuses, we can actually do it better than it's been done for us before. We can give the example of which

way to go, because being able to lean into the why of the people that are coming to us, why did you find us? Why are you

here? What is your motivations? If we don't fuse ourselves to that and

then give them the how, then there's never there's never going to be the actual output that we want or fulfill because we're looking for than just doing business right. We want people to be fulfilled and and be who it is that

they're supposed to be. And what is it that you think or your flow

would be on seeing how people actually find their being able to be put on the right launching bad because if you don't have the right springboard, you're not going to really do the jump right. And you were an Olympic athlete,

you can't jump that without that springboard. It's critical that you hit it the

right way. What is it that you've seen as the difference between what we

once know to what this has been able to do for people. I think

that that's that's a great question. Honestly, it's it's it's really one of

the I guess it's kind of it's to answer your question, one of the greatest compliments I feel like I've ever received as I was a general manager what an operation is. It's like a customer comes in and tell me that it

can feel a culture. They can feel like it's different and and and it

was because when we drive our business with our focus on our people and we create that environment and it's a little bit of what we were talking about earlier.

You know, you have to create that environment where our people know that we want to understand what their creativity that they have they bring to the table.

We have to explain and create the environment to tell our people that they're going to mess up. But it's like, how do you do that?

Right? And it's kind of like just like our children and teaching our children

to put we had to create these safe environments where they can mess up.

Because one that is a part of the growth trajectory, right, that is a part of the process. And so that's where now we've created this environment

the system where they can go through that. But it doesn't now impact our

business negatively, it does it. It's not practicing on our customers that if

we're trying to create a customer experience, like a very different customer experience.

Then we've got to do things different. And again, I just tested to

great mentors, the people that I worked with, and it's like, I'm just for me. I feel like I can consider myself one of the best

learners in the room. It's because I've learned a lot. I know a

lot, I feel like, but more importantly, what else can I know?

Like? What else can I learn? And that's where we have to

ask more questions. And so more than anything, I would say, get

beside your people, sit down with them, ask them questions on what's going on, and put our egos to the side, because I think that's historically been one of the biggest challenges is we've seen things done in a certain way time and time and time again, and so we feel honestly uncomfortable challenging a different way. And it's like, Man, if we can just get vulnerable

and understand that that's not a position of weakness, but it's a position of strength, your people will show you the way. Your people will give you

the biggest priorities that you need to focus on, and those are the most impactful areas in my opinion. Anyway that we can improve our business. And

so it's that it's a system that makes it easier for the leader to do that with their people and give their people and leveraging them to really inspire each other. Yes, come on, that's right. I mean, listen,

y'all, I think I found my new best friend. Right, So honestly,

you know what you're speaking here is truth and I love that you found a solution for a problem that is lingering and then lingering, right, y'all need to hear this latter patter on boarding and is here. The demo is

free. The conversation costs with nothing. But if you call him and you

talk to them, you talk to somebody there and they it could change your life. It could be the difference between you having a staff that's kind of

flip floppy over the next five years, or you have and staff that grows and gains momentum and ultimately traction and you're just constantly ahead in your current ahead in your current market right now. And that's a big thing. Market share,

folks. You guys want to get in that market when if you're an

independent dealer, you want to be killing that pre owned cars. If you're

a new card dealer. You want to be getting that market share not just

of your brand, but of every car. I want to sell more cart

than anyone. I want everybody. Right. But how you do that is

your people. It all starts with that. And I love that you said

that, and you're making great points here. Is that without getting your people

on board, without them taking ownership and feeling like that they're part of the culture and having direction and having a goal for them said every single day.

That's accounted for it, right, not just here's a goal, hope you do it. No, it's accounted for it. We can go back and

check on that. We can see where you're at. We can tell you,

hey, you need more of this or this is something that you're struggling on. We can help you get better here. That's powerful, brother,

This is it's key. Guys. I got the website running at the bottom.

Check out the website. I'm telling you you need to go to this

website if you're struggling with your staff, which if you're not, you're lying U through secrets. Yeah, I gotta know what do you need to call

him? And you gotta beat a masterminding business together. Right, So Jake

says it boils down to prioritizing your people. We spend millions on inventory,

thousands on marketing, and so many hesitate to invest in training and support for their team. Oh my goodness, Jake, you are definitely speaking our language.

Thank you for being here. The great nuggets like that, Yeah,

what's going on, Troy, what's happening? And welcome to the party.

So great on trust Amen to that, and it starts right at the beginning.

The way you onboard people is how they're going to trust your business.

Period. This is so simple. It's like the clearest actor. I mean,

honestly call them. We know you're doing the show so far. We

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The mission is to create a better online experience for your service customers while using data intelligence to drive more fixed operations revenue. If you want to take

your service marketing efforts to the next level, go to fix ops digital dot com back to the show's out check them out. But it is it's critical

that we do set each other up for success. I mean, we spoke

about it a little bit earlier, the professionalism inside of our industry that we keep getting to a spot where we have really made sure that we put the right technician underneath a vehicle, but we really haven't made sure that we keep the right professional doing our business. We've just kept us such a lower MARKO

and spoke about it today that lower market. It's just let's just aim at

the ten people as a salesperson model that's been since nineteen seventy three. This

is the model that they came out with. Well, that hasn't changed much,

but we do recognize that, yeah, we do still have the same play. We can't keep our people. Our people aren't set up for success,

and we keep finding ourselves back around at the same talk again because we didn't prioritize keeping our people and the investment we make in Then you know how easy it is for a person to let a person go that they haven't invested in easy, So it's very easy. You know how how easy it is

for somebody to leave that doesn't feel invested in. It's very easy the detachments

there, but when they feel invested in, it's a little harder to pull away. It's a little harder to get away from that. There's a loyalty

that's in there when you invest into when when your leadership really says I'm here, I'm giving you a piece of my heart, I'm giving you a piece of my mind, my professionalism, I'm trying to give you what it takes to be the professional you want. There's an investment that's there in that time,

and it's hard to pull that away. But so many times it's the

what have you done for me lately? And then this is kind of business.

Let's just be real, the car businesses, what have you done for me lately? And it should be in the side of being sure that you

don't find yourself resting on your laws. You don't find your stuff not producing

anything new because you feel like you did it already. Well, that's not

gonna work in my marriage, it's not gonna work with my kids. I'm

and constantly as long as I live, I'm invested into those relationships and we can't pull away from each other though. It's the same thing inside of our

stores, because if we don't keep our people and we don't keep our customers.

If you can't keep our customers, it's because we can't keep our people.

And because of that, being able to be able to give somebody the confidence but they can come into our company that they're going to be set up for success and that we're gonna be with them every step of the way.

That's how we keep a community building together. Zach. I love your heart

on being able to just see the industry, see the people, and then still give honor to saying, man, it just wasn't it wasn't the time for what it is. It's now, And I think that everything that we've

seen has all culminated to a spot two a time where the ears are open for the product that you have. Now. This could have been very well

ignored years years, they're still going to get resistance, but when somebody listens and actually sees the results, and I guarantee you have case studies to show what this works like. And I already know, I guarantee if there's a

reason why you're here today, you know they don't just let anybody walk in these stories I'm telling you, I know how dry centric is. So that's

why I'm impressed by what you did. I what I love the most,

honestly, and I think for all you dealers and all you general managers out there, it's a car guy work in a dealership for how long how many years? Almost my entire career, I mean, right out of high school,

like I said, some cars and so all the way up until taking the leap and just building this company. And that's when it's for It's it's

for the leaders. I mean, it's like everything that I did inside of

the operations, I mean, that's that's why I built this. It's not

just your people, but it starts with you first. And that's like,

if I can make it easier for the leaders to be more impassive and we're going to pack more people. That's why you're not why you're not holed away

from a car deal I get it, you're working a deal. You got

to praise the vehicle, all this stuff, right, I get it.

But at the end of the day, when he's able to when this business and this this the software, the company that he has, what he's trying to develop for you and probably evolving all the time making it better. I

guarantee it. That's how you are, your car guy, right, you

know you're a solutionary all day. Right, So if you know that quick

question, do you know what smart pixel two point zero, Location IQ and audience i Q haven't coming? You know I do. They are solutions that

our friends and proud sponsors and one Data and Analytics are brewing for automotive And once again, you're right, my friend, and we want to invite all of our audience to go to m one hypen Data dot com to see how they can help propel your business forward with the right data insight. Go check

them out at m one hip Data dot com. Let's brew. Come on

now, back to the show. This is where it's at. It's it's

designed to not have to take away from what you're currently doing. It's just

it's to enhance what you're currently doing. It's but most importantly, once again,

it's so your people know that you're they're loved. The day they know

their love when they have this type of stuff. A lot of people don't

realize how important that is for people. It getting even though training seems crazy,

but when you have a structure training that is current. They know what's

going on and it's not just some rigamar role of bull crap. You're gonna

find that people are gonna take to it, and they're gonna grow massively and they're gonna feel a sense of accomplishment. One thing about the military, lew

and I had. We had we had a process like that. We knew

what it took to make our next rank, We knew how long we'd have to do it, how what types of stuff we'd have to study, what kind of test we were getting ready taken, what we had to be prepared for. They'd prepared us for this. It was amazing, right, So

there was no unless you completely screwed up, which it's really kind of hard to do in the military in a lot of cases because they do they let a lot of stuff go. You have to do some really dumb stuff to

get in trouble, but blood people did. But at the end of the

day, it's still hard. But at the end of the day, they

had a way for you to be able to be successful in this thing even if you did have them mark. I've seen people lose rank and still come

back and do really well with their career. It's just about learning and then

taking what you've learned and then making sure that you don't do it again.

Right. I love it, man, you got you got a great product

here brother, work side that you came on the show today. Like I

said, it was fun to play pickleball with you. We gotta get some

more of that. We gotta, yes, somebody just competitive. This guy

is competitive. Man. He doesn't play the play, he plays the winds.

Didn't dress shoes, he didn't dress shoes. He was dress shoes.

I was little like okay, I was your shoes and I just got beat.

Okay. Cool. So he didn't sweep us though, no pickles involved.

But they did. They were did win. They did give them that

and they earned was ready to go all night. You guys said that because

we want to make sure that we do get over that and we do find our way back to the pickle ball court over here at Drive Centric. I

mean they have a pickle ball court here. We didn't leave the facility.

We went down the hallway and we played pickleballs, okay, in between playing pool right over there. Okay, pinball down the hall just a little bit,

okay, ruin some solutions getting some coffees. It's been incredible over here,

drive century and we are still just on day, JP says, bringing you know, I'm gonna tell you J. I already know. JP's phenomenal.

He's probably the best football player I've ever seen in person so far.

So but I'm gonna get him. He's phenomenal. He's a lot of fun

to play with. Two, he's competitive as head. Don't don't let don't

score a couple of times, be ready to get smacked. I love that

about him. That that was what we did. We did the little training,

the draining game with you yesterday and we were a little easier at the beginning part. And I heard JP in the back of my mind, no

mercy, Lou, no sweep the leg, and like, okay, we gotta go for it. But I will definitely get chance to get that.

But in that we want to make sure that we do wipe off the weight of un forgetting this, get focused on what we got to do, and get ready to fly so we can't keep growing. We're gonna drop these dead

bombs real quick. We're gonna forgive focus and fly before we wrap up the

show over here and marvelous st Louis. Here we go on three. Everybody

one two three forgive, focus, fly and keep growing, keep growing.

Thank you so much for tuning everybody. I'm Blue, Ramire is the Car

Guy. That's I'm blue. Ramire as the car Guy everybody, and I'm

frolling our subprime here and you can brewin solutions on the Car Guy Coffee podcast with the one, the only, zach Nick Bicker. That's right, everybody.

We will see you soon. Thank you so much for everybody tuning in

JP. We love you dog, talk to you later. We out

Buick Century

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