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Hello, and welcome to the Car Guy Coffee Podcast. This digital dealer interview
series is brought to you by our friends and partners at your cars n Q team m X six ops Digital and one Data and Analytics Drive Sire. If
you want more information or want to partner with through go to carguy Coffee dot com. Let's crew, what's going on car Guys and cargasmire as the car
Guy and it's spelling our suffern here and we are brewing solutions on the Car Guy Coffee Podcast. We are having fun over here, course, and we
are over here with the one the only welcome to the Show's got all the good hair. He's got the good hair, got the beard, got it
all. And this Jack, he looks like the most interesting man in the
world, right it literally does. Man, you got that swagger about you.
You got this? Yeah, Hey, I don't know. I think
it's about that time it is. It is almost five o'clock, but it's
five o'clock somewhere right now. I need you to say this and we use
it for a different cliff. I don't often drink coffee, but when I
do, it's a car Guy coffee. You got it? Go ahead?
And say it. I don't dream, I don't often new coffee, but
when I do with the car guys coffee that's why. All right, we
got an extra little spot there. Appreciate it. But tell us, Adam,
so what are you doing here? Tell us about you and why at
this event. So my name is Adam Alfia. I'm the founder and managing
director of Real Time Feedback two way customer engagement platform. We help car dealers
find out if they have unhappy customers in real time, and all their happy customers we send them straight to Google or to any other website they want to be a positive reviews. Very simple, very simple idea. Find your own
happy customers and amplify your happy customer, no doubt about it. Yesterday we
were in the B twenty group and West was there. He's talking about your
product and how excited he was about your product, and I love what you said. Very simple, yet it's perfect, and of people are just completely
a blitless of doing something like that. Being able to have your community,
your customers communicate with you at their level when they want to, at the moment that there is an issue, be able to even just get a QR code, just be able to go. Boot, Here's what I see over
here in this spat boom, Here's what I see in the snack bar boot, Why is my car taking so long? For me? That's pretty powerful
as a consumer, But as a dealer and as somebody who's an advocate for dealers to be better, let's be better. Let's get that information in real
time, Let's get it right at that moment. Let's get them communicating.
But one thing I love that Wes said that I think is going to be the curb ball. But I also think is for you aggressive dealers that are
really wanting to do something different, is you have to respond to those things.
You can't just they can't just do this, say hey there's an issue, and nothing happens that makes it worse. So the key is you have
to be a dealer who's progressive, ready to go, who loves their clients and actually is going to make a change real time, right when it happens.
But until you guys bring the tools, and you guys bring the you bring what the dealers need to be able to do that really easy, really simple. Sit inside the store, sit in your service and part consider wherever
you like to say, give him help before they yelp. I like that,
Oh, because if they do, then if you help them before they yelp and they help, you love that. If you help them first,
that yelp will be way better. So that's a big deal. I love
that great. The first question we ask dealers is do you really want to
know? Don't come don't say yeah, we really care about our customers,
and do you really want to know about the problem customers? Do you really
want to take care of it? Because, like you said, if you
can get that information, the customer goes, I just have my car service.
You allhead it for three weeks, blah blah blah blah blah, I am never coming back. And you don't respond to that customer when he's telling
you directly, not on Google. He's telling you directly, I'm never coming
back. And somebody doesn't pick up the phone or use our platform and message
them immediately, Hey, let me take care of you. It costs you
so much money. He bring that customer in your dealership, be buy a
car, see come to you for service, and then they have a bad experience and you're just burning money trying to get new customers all the time.
It's much cheaper to keep a customer than it is to find new customers all the time. Hey dealers, Car Guy, Coffee podcast and Certified Solutionaries are
honored to be part of team. Thank you. The solutions they've been ruined
for you to acquire more vehicles, advertised merchandise and manage those vehicles has made them one of the most sought after dealer partners in the marketing. They are
one hundred percent CEG see it proved And when you visit them at BenQ dot com you'll see a whole hill of beans where of reasons why TVANQ, let's prove and those numbers. We all know it's true, right, But you
dealers out there, come on, be honest. How many are actually doing
something about it? I get it. We're all about let's move the metal,
let's get cars out on the road. Well, let's maintain those customers.
Let's retain those customers. Listener, Sure they come back with a smile
on their face, knowing that you care, knowing that you that your their opinion matters to you. And that's amazing. I love to talking to show
that able to be in front of the customers so often that you're saying we want to know, and that is that is that for dealers to get themselves in front of but the saving of a situation. So often that we believe
that a lot of your heatcases at the store is usually somebody being avoided.
They're not trying to talk to them, they're not trying to hear from them, they're delaying the phone call. Salesperson is on top of them until they
buy. When they're gone, It's almost like they lose them on relationships over
one night stand time. Right, what have you seen be some of the
excitement that dealers have had knowing that they can get ahead of their problems and they can actually feel and hear directly from their customers even if it's not being filtered to them from the people. So we have three different ways that we
engage in customers. The first one is as you mentioned, the codes and
the dealership in the service department, et cetera. Because what we find is
I own a bunch of restaurants as well in Dallas. Restaurants favor in Dallas
to be clad boys, I'm in. So what we we used to find
out is even when the manager goes to every single table, they I'm the manager here, how's your experience? People say, oh, everything's fine.
You find out that fine is another full little wood. Fine, it's not
great. So customers that actually everything's fine and then leave and leave us a
two starts view. Look, we asked you what the problem was, the
customer didn't say anything. Is because customers, especially the young your generation,
when you come to their face to face, will not tell you the real thing. They don't like that face to face confrontations. They get anxiety.
They don't know how to interact on a face to face basis. So we
found if you give them a R code, we say hey, stand that code, and that goes directly to my manager. There much more comfortable behind
the screen telling you digitally about their issue. And so we launched it in
our restaurants and we launched it six years ago at our restaurant chain, and our interactions were the sky high. Our Google reviews got way better because we're
now talking that because that manager to fix that issue, they send them a link to leaves you and you know what to have the customer. So that's
the first way. The second way is we're integrated with your dms. Every
time a customer buys a vehicle and that deals closed or that from your owner straight forward. Within thirty seconds, that customer get the X message that says,
hey, John, this is a service manager at X y Z Dealership.
Thanks for trusting us for your vehicle service needs and scale it one to five. How would you your experience today? It has a link with five
stars. That's it. They hit five stars, Boom, send them Google.
They hit anything but five stars. Hey, we apologize, we didn't
give you a five star experience. What part of your experience can we improve
on is go straight to our manager who will reply. So we're sending that
expectation and they go in there, Oh, write, hey, I was here for three days for my car repair. I got it back, it
was dirty, ill didn't fix the problem, and I go straight time manager Boom. So he needs to now respond to that customer. Yeah, because
they're telling you, hey, I had an issue, what are you doing?
Fix it? And we have belt and whistles that reminds them, hey,
that's something. The thing that really I'm excited about is we recently integrated
chat GPT pay dealers, franchise and independent. We have some great news for
you and your number one sales pro your website. Partner with Team mxcess,
we have the ability to pull you out of that cookie cutter merry go round and help your website embody what it means to do business with you, from the highest quality production to the most strategic optimization. We want to help you
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We can't wait to hear from you. Go to teammas dot com. Back
to the show. Let's face the most people today don't know how to write
nice, responsible, well written organized thoughts right right, Plus most people don't want to stop their dad another happy I gotta sit there. So we integrated
AI that looks at that customer's issues and it will write you a nice, well written responsible addressing every issue and then you can still edit it. But
it gives you a really nice starting point. So now you can go in
there and goes, hey, I put twenty dollars in your account. Next
time you come in. You gotta keep on. I'll watch it whatever it
is, but if it gives you the real nice bones and it's decreased our response time from let's say an hour and a half to like twenty minutes, because now it's easier for you to do that, right. So that's the
second way we do it is we try to we hit every single customer with a text message soon as a soon as they're just transacting to you. You.
Third way we do it is we have a page that scrapes all of your online reviews Google, Facebook, deler Rate or whatever is out there.
Put it a nice page for you, shows you all the reviews, your ratings, and an automatically response to all your four and five star reviews.
Automatically, so we'll load like fifty different ways of say thank you because you need to write a big long thing. Hey, thanks for your review.
We can't wait to see you again. Hey, thanks for your positive review.
We love having you the customer. Just great salutation. Just four and
five star, Now want two and three. You gotta respond on your own.
But you have a I'm built into it as well that it writes a nice response to that review where you can just look at it, pick a couple at its boe, and send it off. Man. So we're making
it as easy as possible. You still have to interact with This is not
out of people. You have to do the work. Unhappy customers take a
little bit of handholder and massage and you love you come back. We're sorry
because once that customer goes, it's not just with the average lifetime value of customer service is over ten thousand dollars, not just one customer. That does
not include all the people that can tell about And I just picked up my car. They had a full week. I stuck it on my phone because
people are calling you. You're on your phone. People are calling you,
Hey, wo'ld you what's up? Man? I just picked up my car
at x y Z dealership. Those bastards had my car for a week.
And how many people are you telling about that experience? Everybody? Everybody don't
buy a car. Somewhere. We all know bad news. It's as like
wildfire good news. They don't tell anyone. They're like, I was good.
You have to do something. They call the customer service paradise. That
says if I am an unhappy customer and I tell the talking about it and they do fix the problems, it is satisfaction away from me. I become
more loyal as an unhappy customer that became a happy customer. Right, more
than a happy customer that never had an issue, Pingo became more loyal because everybody's going to have a problem. The rooper improvement is fast amongst all of
us, and even in our service as good as we all want to do it, they're a customer is going to see a perspective that maybe they're not happy with. But if we don't respond, it's over. But if you
respond, like you said, a lot of times they become even more loyal because the average salesperson, the average dealership doesn't respond or they keep pushing it off to somebody else, and no one ever gives them a pure answer or even apologizes. So being able to respond quickly on when they want it,
being able to communicate and get information from them at their pace, not with the manager in front of them. Like you said, they may give their
little gunshine's playing off with its fine, when at the end of the day, we all know it's not just like our wives. Right, Hey,
honey, you okay, I'm fine? No, seriously, what's wrong?
No, seriously, I'm flying. No you're not. I know you're not
flying, right, It's no different. So you got to pull it from
them. But you know what, It makes me want to send my wife
a little text me. I say, hey, I'm skilled to one to
five. Are you sure you know? I think it's great. Don't ask
something you do want to answer. Oh, hear that? Right, you're
right, you're so right on that eppisode. You know what you guys are
doing is great. When I heard just a little bit that I heard yesterday
and now I'm hearing more and this dynamic, that's a trio of just greatness.
Since you can do for your puss, So that that's all the what happens when it's negative, So all that the happy customers, so ninety percent of your customers happen those five star reviews, those five star ratings that you get as soon as you get they hit five stars, we're setting in the Google director. Yeah that on average, our average dealership that does maybe four
or five hundreds a month is getting one hundred five star burgle abuse every month.
If you like a thousand, you're getting two hundred fifty five star Google reviews every single month. Matter of fact, we went to a show in
Orlando, what was it three weeks ago, and we were looking for seafood restaurants around us. There was one restaurant, those four four stars twenty six
reviews, another one at four point one thousand movies. We know you were
joying the show so far. We just wanted to quickly remind you about our
partners at fixed Ops Digital and how they are Automotive's premier service marketing and technology company. Not only the cloud sponsors of the Car Guy Coffee podcast, but
they also served as your dedicated point of contact for all your online service marketing related needs servicing dealerships throughout the US and Canada. 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 fixed ops Digital dot com. Back to the show,
let's go wall one star and those reviews. I'm the same way.
Even on Amazon, you bund something on Amazon, something's four point three stars versus four point four stars, I'm minding, especially if they got a lot of reviews. It's one of the first things I look for is a lot
of reviews, and then I know that the product's been out there. It's
been all over the place, so there's gonna be good reviews in there, and then I go back and review and I look at like you said there, and if you don't have any reviews, I don't shop. So the
world is way more so. Google looks at four things when they rank you.
When somebody goes XYZ and near me, let's say car dealerships, we look at A how many reviewss get in b what's that enough? What's the
rating of those reviews? See? Are you responding to those reviews? Because
those are just important? Lastly, how fast you're responding the Google says a
feudal. If I'm putting out a platform customers to give you their opinion about
you and leaving your remark and you're not responding, you don't care about Google customers. Google doesn't care about you. We're gonna rank you lower in those
rankings because you're not responding to your customers. Oh, it's really important,
it's amazing. We have a thing called reputation scorecard. If anybody wants to
check their go to check my check my scorecard dot com. You can put
in your business information or give you a scorecard of what you look like online check my scorecard dot com. And when you do that, it'll give.
It'll give you those four things. How many reviews in the last six months,
how many reviews you guys, ratings early reviews, what percentage of customers you're responding to, and how fast you're responding. He just gave you,
guys a free tip that you can go out right now and score yourself.
Know what you're at now, You actually not canna score yourself. They're gonna
score you so you can get a true scoring of where you can get better.
And when you see those things, it's or different meatrics that they're using.
Figure out which one you need to work on that fix it, and then guess what happens. You're gonna get further up in page. You're gonna
get more opportunities and more people are gonna see when they type in the kind of product that you have. So that's a great tip. I think you're
happy. One thing that that dealers do a lot when they first open up
their dealership is they do a Google review page for Google My Business page for their dealership and for their service center. And then one thing they don't do
is send people to their service department website to leave reviews. Now you got
one dealership, one dealer side that has let's say fifteen hundred reviews great reviews, and then their service department, which is a different page, has like four reviews. Right, so when people are looking for car service, it
goes, oh, this place has four week because dealers forget that they have that service page and they're not sending anybody there. So what our platform does
is if you bought a car and you get a text message from our channel for that car purchase, we send you to the main site. If you
got your car service and then you got a text message for your service, we send you to the service side. Also why they can get that rating
up or obviously I have more quantity and I just ran a dealership this morning that had in the last one hundred and eighty days one review, three stars.
Wow, because if I call it the g because if we have their sales side, hey do you see your service department? There's no why man,
you guys have one review And I had no idea. No they didn't.
They don't know what I can see how they go overside that because they have so many on the sales side, they think that it means all all basis and you're right. When somebody types in service or whatever they're looking for
when it comes to their vehicle being service at bixtops, they're not typing in sales or that they're looking at a completely different page, and that review is going to make a difference. So you got guys, gals, I'm telling
you, if you're out there, you're not checking out both those sides.
That's two free tipsy to scape you. You can get scored and you can
need to go in there and see what your reviews look like on both sides of the house, because it's super important because I'm gonna tell you, as this crisis happens, they can fallI with the UAW doing all this stuff right, we're gonna see that people are gonna be getting more repairs done in the car, so they're gonna have more service. So you need to make sure
that when they're looking you up to get their car like a brand new transmission or they're going getting a transmission flush on their vehicle, you need to make sure that you're available and you have all those reviews because I'm gonna look at the one that has the most reviews and go there myself too. So if
I have to drive an extra twenty miles to get there. I'm gonna drive
that extra one miles because I'm gonna get better service. And when I get
my car back the same day, I'll probably be communicated with or I can go somewhere there's no reviews, or one and roll the dice. I know
I'm in Las Vegas, but I don't like to get what you want, so I'd rather not gamble with my car and with my time. So I'm
going to make sure that my car get somewhere that I know is going to be fixed, I know has a great review and is going to be done right. So Olk, this is so many different levels on this. So
for the good and the bad. It's like you said, it's just as
bad to not get reviews as it is at bad reviews. Matter of fact,
it's worse because at least with bad reviews they have something to read and I have nothing. They're going they're literally clicking next like no reviews. Click
man, powerful stuff, man, really powerful stuff stuff. Quick question.
Do you know what smart pixel, two point zero, Location IQ and Audience IQ have in common? You know? I do. They are solutions that
our friends and proud sponsors M one Data and Analytics are brewing for automotive yon Once again, you're right, my friend, and we want to invite all of our audience to go to m one hyphen 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 HiPE Data dot com. Let's brew. Oh,
come on now, back to the show on that. So making sure that
we do pull on accountability. Because we can create a QR code, we
can create an awesome system that ideally sounds like it's going to work for we want it to work with. How have you seen it being implemented in sue
the stores? What kind of training do you have around or you help to
get the viewer to make sure that what they have and they have access to is actually being implement So we have a bunch of failsafe so when these feedbacks come in, but through all of in real time, as soon as so many times something out hit submit, you're getting it. So you can have
the GM get it, the sales manager get it at the service manager get it. It's all by what department they're in. But we also have escalation.
Hey, you can get you get a text message if somebody doesn't respond to feedback, you can say, hey, after ten minutes, send me a texting that feedback hasn't responded to it. We also have accountability. Anytime
anybody looks at the feedback in our system, you tag them with a time date, so the GM can now go in there and go, hey, both you guys saw this lunch out resmile. So we have accountability set up
like that. And then every day midnight at noon you get an email from
us with every single one of your open feedbacks. Is once you take care
of the feedback. If the market is pending, you need to still investigate
something in the market is clothed and tall. But every day you get an
email with here are your five or six feedbacks, here's when they came in, Here's what the customer said, here's when you're somebody responded to it or didn't respond to it. That way, it's keeping somebody accountable that you got
that email. Why don't we take care of these feedbacks? So all sorts
of things to make sure. Back to your question you asked me, I
don't think I answered it. When we first launch a business, we'll have
the training. Well, okay, guys, I'm gonna turn it on and
if it's a high volume store, that's you know, that's the process and a bunch of ros. So we'll turn it on at the beginning of the
meeting. During the meeting, our training to get everybody trained, launch,
et cetera. While we're there, five or six feedbacks coming while we're doing
the training, so they're getting them in and with the AI. Hey guys,
here come to fears and feedback. Hey, I picked up my car.
I had my old change. Y'all told me an hour, but it
took two and a half hours. We had generate AI recommend and response and
in two seconds that Hello, mister Smith, we apologize it took so long to fix your oil to do your old change. Next time, we'll make
sure that we do a better job. If you can give me a call
at X y Z number and I'll help me out or whatever it is, right and now we're gonna respond to me. They know you care at that
point, and that's huge. That's the thing I think that most people think
that car guys and dealerships, whether it's selling or in inside the service department, just don't care that we're just in it for profit. We're in for
money. Don't get me wrong. We are in it for profit, we're
also in it to help people. We all have good hearts, and we
don't want to do it. We don't want to earn money the wrong way.
We want to earn money the right way. And a lot of times
dealers are scared to respond or they just don't respond. They don't where they're
scared to ask us. You'd say, they're scared to put that out there
and say, hey, tell me if I'm doing a good job or not.
If I'm gonna tell you dealers, if you want to take your business at the next level, let the people that you're helping tell you how to help them, period. And that's the best way to do it. Whether
you're doing it right or wrong. Your perception may be perfect, but to
somebody out there who's going through the process, they may see a big hurdle that's just unnecessary. That can really change everything that you're doing at the store
and provide a much cleaner and much more transparent and much more collabed experience.
Right when you have a collab experience for whether the consumer and the dealership or whatever service is giving their works together. Yeah, so, Adam, I
don't know if you touched it earlier. But the feedback you've gotten from the
dealers and from those that are actually experiencing salespeople, managers, gms, whomever.
But from the actual dealers, what's the feedback you've been getting from them?
You're going from wherever they are as you launch to where it is that you're take them to as rapid as you do with some of the feedback you got from them. So most of the dealerships that we launch, they automatically
see, like I said, you're a minimum of one hundred five star reviews that they never saw before. Man, I'm gonna get them every once in
a while, five star here, five star there. They're getting ten to
fifteen every single day, right, So that's been one of the positive things.
And then the number the second thing that we get is that within six months we make a number one in the market. We have a on our
page, we have a competition. Man, let me show you how you
look against the competition, and within three to six months they were here.
Now they're here here to them, what a value proposition is two three to six months, you can be number one and rated with the stars to prove it. That's really solutions. You know. Act to the matter is it's
hard to get there unless you actually see the numbers. You actually see the
data in running. That's what they're doing. They're bringing that data for you,
the information of your customers to be able to serve them better and to be able to get the better reviews before they become bad reviews. Like you
said, most people don't want to give you a bad review. They just
want you to fix the issue. If you fix the issue, they're going
to give you six stars. If taken right, That's what happens. So
beautiful stuff, and you got to make it easy. You can't tell the
customer can google it. Yeah, I go, Hey, I'm gonna say,
We're gonna get a text message. Second, tell us how we did
I ate a five star. It takes me right to my Google page.
We're gonna hit that five star and leave a You don't have to leave a copy. All you care about all dealerships care about. You even have five
star. Moogle give me five star because it does make a difference. Like
you said, if you have five hundred people, you're four point four, but somebody has six hundred and there are four points. I've I'm going to
four point five with five hundred people every time. Why would you go out?
Why wouldn't you you know nothing else? Just walking at numbers and numbers
on lie my friends, just saying, so folks, take it from us.
Over here at car Guy Coffee, they are one hundred percent c GC if we can't wait to give you more information on them, and that's coming from Cargut Coffee, who is five star Google rated. Just say, y'all
know we're gonna keep that out there. But besides that, Adam, it's
been awesome avenue on the show, so thankful we high five around these parts.
We get things popping and locking. We got a couple more coming.
But first we're gonna forget focused block so that we can't keep growing. Because
if you haven't been getting the feedback from your customers, hey, no excuses, wipe it off. Let's go ahead forgive. Let's focus on getting reviews
right, get reviews and make it easy. Real time feedback dot Com the
website, Real time Feedback dot Com. Reach out to them, and they're
also be twenty Baby says, reach out to twenty You got any questions, reach out to us. We'll get you connected, all right, yeah,
you guys. So we're gonna wipe off the wait a month forgiveness. We're
gonna focus and we're gonna fly together. I'm gonna say it real loud,
so all rights out real quick on three hands on the shoulders, one two three forget focus FLA and keep throwing ge Bro. Thank you so much.
Everybody can tune it in. I'm doing he rested car guy. I'm throwing
our SubTime hero and you're gonna call the podcast at the Peter Cars Boot at Pigeon Dealer twenty twenty three in fabulous offspass. But the one, the only.
I'll say you right, we get it right, We got it right.
You'll ca yeah, need you everywhere you walk, everywhere you walks me, bladies and gentlemen, no one the only. I will see you all,
lady. Thanks you tuning in and we'll see you soon. Oah
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