Wake up, Buy Here, Pay Here people. It's a beautiful day. Go grab yourself another cup of Joe and say hello to Jim and Michelle Rhodes on the Buy Here, Pay Here morning show. Take it away, you two. Hey. Hey, good morning. Happy Wednesday. Welcome to Wednesday. Hey, by the way, what happened to Tuesday? Did you do something with it? Oh, I just got a text from Jack Carter. He's joining momentarily. Jack is our guest today. He's at an auction, and so there's stuff going on. So we can start it. Yesterday was a busy day. It was a busy day. Well, it was. And like the night before, Monday night, I did not sleep at all. And so I was joking with Jim that yesterday was everything I could do to feel... I'm motivated in the slightest. So, so I, you know, I, I'm a list person anyway, so it's, it's helpful. It didn't get through my list as fast as I normally do, but yeah, it was rough. And I think by seven I was ready to go to bed and I like, nope. So we went for a walk and all that so that I could wake up and be, uh, here comes mr carter we see you in the background we'll bring you in just a moment um so yeah uh yeah but yesterday I for me it was just it was yeah yesterday was kind of intense for me I I've been reformatting the v8 stuff for all of our yeah and each group has needed to have like a lot of work and so it's been hours yeah I just been invested the time and kind of getting things formatted the way I wanted it to make it a significant we had a really great meeting last night yeah so anyway just one more for the month and that's next tuesday on the 30th and that's the newbies that's not next tuesday that's two oh I'm sorry two weeks next week we're going to be in vegas right um so we will be at the neo user summit um a lot of our clients use neo and and uh we've we've been um We've been able to do a lot of training in Neo. We're going to be there to see all the little stuff. Yep. And so if you're going to be at the Neo User Summit, please find us and say hello. And then we've got meetings all week long. Our interim CEO is there and our... Others. Who shall remain nameless. Who shall remain nameless right now. That's going to be there. And it's going to be really great. And we also, on Friday, we will be in Vegas when we celebrate our 300th episode. 300th episode. Yeah. So 300. We're forgetting you mentioned the dealer roundup tomorrow. Oh, goodness gracious. Yes. Tomorrow, dealer roundup. Three topics. Let me pull those up. It's 100% virtual. It's 100% virtual. Roundup. Let me just share that. Brent Carmichael with NCM, the longtime trainer, coach, moderator, will be co-moderating that with me. We'll be doing three sessions, one around hiring car salespeople for buy here, pay here, lease here, pay here. Can you teach an old dog new tricks? So those of you who are not familiar with old car dogs, this is kind of what it's about. Second one is going to be outsourcing. And we're going to talk about BDC and whether or not that makes sense. And then the last one is private money. Yeah. And when the subject of old dogs came up, we looked around and said, do we know any old dogs? Michelle looked at me. So, yeah, I definitely bring in that. We're talking about people that have been born, bred and raised in just regular buy here, pay here. Or not buy here, but used car sales or new car sales. Hey, we've got California in the house this morning. There's Georgia. Good morning, Brian Adams. Vic Everett, glad to have you here. Vic told me the other day he listens to us on his morning exercise. He's out west. I can start to do some beatboxing. Let's move on. Anything else? Oh, there's plenty, but for today we can, we can save those for later. Just don't forget about that dealer roundup, that virtual. And if you grab your ticket, even if you can't attend live, which is going to be true a lot of times when these are during the business, if you can't attend live, you can always catch it later as recorded. Cause it does, it does include the recordings. So anyone who has a ticket gets a free access to the recordings. So you can just watch it on here. Text me. Yes. Well, yeah. And our clients, yeah, too, especially as well. Yeah. So, shall we bring in our guest? Well, I'm just watching him struggle. He's ready. He's good. He's ready. Good morning, Jack. Oh, you're driving. He's going down the road. Oh, I can't hear you. Oh, we don't have audio. Ah, dude. Is your audio connected to your car or is... Or something, because we can't hear you at all. So take your time. If you need to step out of the thing and check your settings, we don't want you to have an accident. Yeah, if you need to back off for a second and then come back in, we'll get the topic organized. We're not looking for a lot of time. I wish I knew sign language, and you could just sign me, but you're driving, and that's dangerous. So, yeah, you probably have to check the settings inside your stream yard there where your connection is probably going to be on that. And sometimes it works, Jack, if you just disconnect and reconnect. Yeah. We had that with the other guests. So, I, you know, the topic for today, I give you a little bit of background, is, you know, I'm the one that peruses Facebook. I'm the one that just kind of, and Jim does too, because I'll be like, have you seen this? He's like, yes. Yeah, I saw that at 4 a.m. Yeah, he's up at 4. So... how about now I can hear you now good morning good morning so are you out on a demo drive are you looking to buy one are you in your own car no I just uh I left the auction uh recently and I've got another car to go by and instead of taking up another employee I'm just in the tow truck to go get it so there you go so this is part of the fun yeah dealers where they are I love it That's absolutely right. So we were talking about why this topic was chosen. And I watch an awful lot. Dealers will post just ridiculous negative reviews. And sometimes you just sit back and watch. no, I wish I could swear on this show. The S show, the bad show, the, you know, the crap show that just plays out. And it's just kind of like, you know, someone said something nasty. So someone said something nasty back and it's just nasty, nasty, nasty. And then I, I, I, saw some reviews that jack posted and how he responded to those reviews and I was like this is brilliant and so I think this would be a great topic for us to talk about how to handle negative reviews because if you're in the buy here pay here world you're gonna get them oh man and you deserve part of them you know yeah yeah so do you write those reviews yourself and then respond Well, I mean, I think I think there's some things that we have to talk about and think about. And that is, first and foremost, is the negative reviews are the only ones that people read. OK. I mean, who reads the I mean, you see the five stars scroll. That's the bottom line. They liked it. Right. Yeah. But it's the response. You know, it's the negative ones that people read. That's the ones that you better. I feel like you better address them. um and you're not you're not really talking to the author you're not talking to the author of that review that person already doesn't like you they're already mad at you you're you're showing people you're showing potentials how you handle problems good oh yeah that's great and you want you want to you want the reader the potential customer to say to see, OK, X, Y, Z happened. Here's you know, and here's how the guy that runs the place or owns the place feels about it. And here's how they're going to solve the problem. And and I just, you know, it's such an opportunity to show your character, you know, and who you are. So I just I find some enjoyment, you know, Because you can always, I mean, you can almost always knock somebody back down a peg with just kindness, courtesy. not running from the issue address it but also um I really am big on telling the truth on the reviews you know if we screw up I'll say hey man we screwed up you know let me fix it but um I think if you run your business in a way where you're you're ethical and you feel strongly about the decisions you make and that you're good to people then why not tell the bad story why not tell you know what happened and so I just never back down I never back down and I just tell the truth about whatever it was and then, you know, see how I can help them. And, you know, and the author, they never come back. They never want anything. They never, you know. Sure. It's all about the it's all about the potential. It's all about the reader. Yeah. I like it. Yeah. And well, my, my mother, my mother, wise word, she says, never say never because I've watched some of these reviews as, as people are working on them, there might be a followup review from someone. It's like, Oh, they fixed it. It was wonderful. Thank you so much. Appreciate your help, but it doesn't happen very often. So, so don't answer with the anticipation that you're going to get a glowing review is as a, um, with that same customer at the end of your dialogue, because it's not going to happen most likely. Um, But I like what you just said, is that in a review, you're talking to your future customers. You're not talking to your current customers. You're not talking to that customer. You're talking to your future customers. And you said, too, potential. And I'm like, let's change that to future. Because everyone that is reading those things is... You know, let's look at them as like, all right, you're, you're going to be in here someday. And so I want you to, to experience what, you know, how we handle things. I like that. You keep in mind too, that a lot of people that will read that Jack may never actually come down and buy a car from you, but they certainly have an idea of who you are and how you do business. And so if they meet somebody tomorrow who is in the market. You know, this is going to have a chance to put that sort of approach in front of lots of people. So yeah, other thoughts. I mean, I was thinking about this too, Jack, in terms of how do you, you know, right now you write them all. And of course, you know, Michelle and I spend a lot of time trying to help dealers figure out how to move toward absenteeism and be there less. And so I was having fun kind of thinking about how would I, How would I advise somebody if I was going to have somebody sit in that chair and write those reviews on my behalf? How would I coach them up? What would be the bullet points that I would give them? I wanted to make sure that we included in our approach or in our language to, you know, the the write up. So I'm sure you have some thoughts there. I kind of captured a few myself, but you got some ideas about how you would like. What are the things that you feel like you try to do? You shared a few. Any others that come to mind that you try to do when you sit in to respond to one? We lost you again. I can't hear you. Let me share. It may work better. Yeah, go ahead. So I might just share the ones that we did because I just basically, if I were thinking in terms of how do I train somebody? Like if I were to just ask somebody to do what I would be trying to do, and I've responded to these kind of reviews in the past. Sorry about that. Every time I get a phone call, my audio stops. So I think the first general rule of thumb is just it applies to so many correspondence that we might have with other humans, and that is to wait. Explain that. Do not respond with an angry email. Do not respond with an angry text. Do not answer a one-star review for 48 hours. Do not do that. Because it gives you time to digest it and the emotions kind of come out of it. You can get your story straight. You can talk to the employee that dealt with the customer. You can. It just changes everything. It changes everything. So I think for me, that's probably like those two reviews, Michelle, that I think you're referring to that I posted a couple weeks ago or whatever. I waited. Had I wrote that review from the guy that was fussing at us about not being able to get into the shop immediately because he wanted instantaneous service, had I wrote that the minute I read it, my tone wouldn't have been correct. Sure. Well, and Jack, those of you who know Jack know that Jack is funny. Jack finds some way of just making light of everything. I mean, I've watched some of your, because I do, I watch a lot of stuff that's happening on Facebook, but where you're going around a car and you're like, pointing out everything that's wrong with it and then creating some kind of story or whatever. It just makes it enjoyable. It makes it super transparent. But Jack has a way of just expressing that it's funny. And not everyone's going to be funny. But it really makes you humanize your responses. It's the really, really human. And I, and I love what you said about waiting, which Jack, we all know that is probably one of the best piece of advices for being a human period is don't respond quickly. You know, if someone, pardon me, That's right. Yeah. Do not do not respond. Do not respond when you're emotionally tied to it. Wait until just let it settle. Give it a few days. You can collect your thoughts. Half the time you can find out more information. It's just it just changes the response. One hundred percent. It changes it. And there's nobody, you know, the review police aren't out there. Why? Why hadn't this guy responded yet? You know, I mean, just it's going to be there forever. Just give it a minute. Yeah, yeah, yeah, yeah. And it's not going to make that much difference. I had a couple of your auto, your cause auto is and and turn the response into an advertisement for the way you do business. We will not be deterred in continuing to help thousands of working families access vehicles, which are affordable and reliable. So it's I like the positive spin you're going for there. I think, you know, we would obviously be advocating for something similar. And I think, you know, for us, Jack, on a White Hat Wednesday, we're just trying to think about how does this, you know, White Hat way is supposed to be representative of, you know, the quote unquote good guys or good gals in the industry. How would the good guys, you know, handle something like that? You're definitely giving some really great tips in terms of, you know, what it looks like, because I think one of the things for me is. If I were to stumble onto your response to a customer, I feel like it should be easy to be able to see who is the sensible one in this conversation. Right? Do we appear to be the sensible one? And that's the best way to sort of dismantle the situation and sort of create that appearance that... You know, we're we're just like you say, be calm, give yourself a day if you need to respond, you know, in a in a diplomatic way, which is certainly something we're always going to advocate for. And so that's part of what I had kind of suggested is, you know, is our response going to be diplomatic and respectful? You know, something that I would be asking if I were asking somebody else to sit in my chair and write those for me, it'd be one of the things. And then another one that I thought about is, you know, have we somehow expressed, whether directly or indirectly, that the door is still open? Like the door is always open to have a conversation, right? So I think there's another element that we can add to say, we're not the one who closed the door here. And so you don't have to say that expressly or explicitly. You just, the tone is such that you can say that we're still available to help. you know, resolve the problem. And sometimes. Absolutely, Jim. Absolutely. And I've ended so many bad reviews with, you know, something to the effect of despite this situation, we we're still here. We're still want to help you. Right. So I've ended so many reviews with with a simple statement such as that, you know, we're we're here when you need us. Just call ahead. Reach out to me directly. You know, I know I've said, you know, despite the inaccuracies in your statement, um, you know, we're still here for you as our customer and we appreciate you. And, and I, you have to, man, you have to leave the door open. You have to show people you're willing to work with a problem customer. You have to keep in mind that that person wrote the review while they were mad. They probably don't feel that way anymore. Probably, you know, it's probably, it's probably passed. You know, they got home and told their husband or told their wife or talked to a friend and they said, well, isn't that car 10 years old? yeah yeah you know yeah that's part of having a car you know so yeah nine times out of ten it's just you know if you own a house the roof leaks if you buy shoes the soul wears out if you get older your hair falls out I mean yeah gotta go to the dentist I mean it's just it it sure is the sun is gonna rise you're gonna have a car problem and you had one before you came here Yes. Yes. It's not that hard. I think if you just the main point, the main takeaway, I think, is just take your emotions out of it. Yes. And that was something that we wrote down is to be diplomatic and respectful. Now, diplomacy is. is is sometimes can be a hard thing if you're approaching those things with ego and it's like my ego is hurt or however it's really hard to be diplomatic about it and and to find a way to to navigate you know we we we hear about diplomacy all the time capitol hill and all that but It's a really important element for us to bring a flavor of diplomacy and respectful to the situation of like, all right, so how do we move forward? What can we do? What are your needs? And those kind of things. Yeah. So I know I use the same practice in my relationship with Michelle. I'm always telling her, don't punch me right away. Give it time and then decide. Right. So we lost. We lost. You probably got a call. Brian Adams posted to us as a customers that don't get approved. We'll we'll leave a bad review. Sure. And, you know, that those are those are ones that that we have the opportunity to talk about. This is how we do stuff. And, you know, that kind of thing. But let's bring Jack back in. Sorry, your audio, Jack. Yeah, it's just like every time I get a phone call, it stops. And it's just it's true. But, you know, and I think another part of this is you can call them out. Right. When they say to you, you know, I had, you know. You know, I called up there and nobody called me back or, you know, it's easy to say, well, yes, we did. We left a voicemail on such and such. Or we text you. I mean, I think you also in this I think you have to stand up for yourself because they're going to say things about your company or about your service that are they leave out important parts. Right. Like, again, recently, the one recently I got a guy left out the part where he hung up on my service advisor twice. Right. And I put that back in the review. Yeah. Despite the fact that you hung up on my employee two times and, you know, we're still here to help you and it's OK. And I know you needed immediate help and it's not possible. But I think you have to call them out on their inaccuracies. But it can be done in such a way that that is still that's still it's matter of fact, but it's not degrading or demeaning or you're not trying to school them or teach them or not really trying to. correct them, maybe you're just trying to tell the whole story. Yeah. And I think when you have the right tone there, I think that comes across, you know, that you're able to kind of share your side. I think one thing that comes to mind too, and we're not attorneys over here, but even though it's kind of a public sort of format and the person may or may not have their real name as a username, it's still pretty important to think about privacy here. Like we shouldn't really step in anything that, you know, Brian from Georgia commented about people getting turned down for uh credit sometimes will write a bad review and so I just think we have to be careful just be mindful the fact that you know when you put that stuff out there on the thread like you said it's out there forever and I think we'd want to be careful not to compromise anything I'd like I'd like to know more about that jim I think I have danced all over that line in a way you know maybe I won't address the customer I won't definitely want to address the customer by their true name or anything like that or speak about the car um but I have probably at times you know said you know Dear potential customers, we are looking for people that are employed. Kind of tell the side of it. Unfortunately, we do require our cars to be paid for. That's how we make payroll. That's how we continue to exist. I will sometimes... give little snippets little illusions little just a little sneak peek into wise with very general statements so I do wonder have I i need to be careful right and I do try to be careful by excluding any type of you know hard facts or dates or dollar amounts or anything like that but That's tough. That's tricky too. I think it's fine. I don't hear what you're talking about there being any kind of direct affront to privacy because I think when you're talking about in a general way to, as you say, potential customers, you're writing it with potential customers in mind and you're saying, this is the way we do business. And they will naturally infer from that what must have happened in that situation. But personally, I think you'd be fine. I can see myself writing and probably have in the past written posts that are of that nature, where you just kind of say, this is part of what happens. And one of the things that we haven't touched on here, but you can almost always... point to some level of breakdown in communication, right? Because that's going to contribute to so many of our misunderstandings and some, some sort of conflict. There's going to be something there. So you can almost always point to, to something there where communication broke down. And otherwise, you know, it's like I always used to say to customers, Jack ever have my in train people to say it like, You know, there's not going to be anything that comes up during the time that you own that car that we can't work out together if you just sit and talk to me. You know, it's like there's not going to be anything that we can't work out together. So, you know, it's really just about reinforcing communication again and again. Sometimes, obviously, when that breaks down, people get upset, emotions take over. And when we can't communicate, we can't solve problems. Yeah. Absolutely. So Vic from out of California, uh, do you draw the line of service at a negative review from a potential customer? And I, I think that I might need to have a followup question to clarify that, but do you guys understand what it is he's asking? I feel like he's asking, um, do you discontinue providing service when somebody writes you a negative review? Is that what you hear, Jack? Uh, I like Vic, man. I think he's a smart guy. Um, You know, no, we won't discontinue service. You know, I think we all recognize when somebody. So the underlying problem, I think, when somebody has a problem with service, what I see is the common denominator is they can't be without the car. Right. It's not that it's not that the car is given. It's that they can't get to work. They can't get these kids. They don't have family members with a car they can borrow. They don't have an extra car in the yard. It literally is life stopping and they can't afford the Ubers. So I try to that tries to be the base. We lost him. It's been a test. It has impatience for him. And Jack's phone must ring a lot. It must ring an awful lot. Yeah, do you want to kind of go from where he was talking about? Yeah, and we can wrap up soon. I think we covered the key elements of it. I just think it's, yeah, it's like what he's saying. You want to create solutions for folks. I feel like I'm terrible at this. So I think you just, I think you just, you know, you have to remember that. And I think you then turn it again, spin it and say, look, man, we're here for you. We'll get you in and out as fast as we can. We're busy. But I feel like that's almost always the crux of the situation with a bad service, a service, a bad review from service. So, you know, and then sometimes the customers have a point, right? I mean, sometimes if you just sold them that car. Yeah. You know, you got a problem. So there's so many factors that come into it. But we will at times, if somebody's just being unreasonably nasty, they've had the car for a long time, it's just maintenance, we'll tell them, look, you know, you can take this thing to any shop in the world, they're gonna charge you a lot more than we are, or you can be nice to us. One of the two. Sure. How do you both feel about, you know, there's an awful lot of opinion about doing some kind of a loaner car or something while they are, while they are getting their car fixed. And I was just kind of thinking like something that runs, but it's ugly. So they're not going to say, I want this car. A thousand different ways. And I think there are people that are successful with it, but we have never pulled the trigger. Um, You know, so many of our service repairs are due to lack of regular maintenance. They drive it until they can't drive it. They don't bring it in when they hear the noise. And so that kind of dictates how we feel about what they're going to do to the next car or what they might do to our car or... You know, so many repairs come from people that that matter. I would just say most of them. It's it's it's reactionary to a to a real problem. It's not preventative. And so I don't know. I don't know. I wish I had the answer to the service car, the rental car, but I don't know that I do. I think it brings on a lot of expense for us that we don't have now. And I don't think it's we'd sell one more car. Right. I don't think one more car. So that's probably the hold up. But. I'm not sure, guys. I don't know. I don't. I've been doing this a long time. I don't have an answer either. You'll hear dealers on both sides of it. They'll say, Ben, you've done that never again. I mean, and you're right. There's financial considerations which we can't answer. Everybody's strategy would be different about that. But, you know, it is. I was talking to somebody not long ago who's really in the finance side, not a dealer who, you know, bought paper and they were talking about the. the fact that their repo losses could almost all be tied to mechanical. So I'm wondering in that context, I'm wondering for you, Jack, like if you didn't have service and support and a way to help your customers through mechanical matters, how much higher would your repo losses be? Jim, mine wouldn't. We look at our defaults. We're Neo customers. We try to look at them as closely as possible. And what we've been doing is pulling the defaults that happen in five months or less. We feel like maybe that's the kind of predictable time period that underwriting should be able to recognize something. If it happens longer than that, or if they default later than that, then it's like, well, probably life. But we look at why. Why did it default? And we have what I feel like is a low ratio of default due to mechanical failure. Most of our defaults are life events. I feel like they just don't have any money. It's a job problem. It's an income problem. It's a health problem. It's a somebody died problem, drug problem. We don't have a lot of defaults due to mechanical failure. I feel like if the car's got to be in the shop a lot, In the beginning, we we will we don't have like an official date and policy and all that in place. But we feel like if it's prior to 90 days and it's been in the shop quite a few times, we need to put them in a different car and fix that car that they were in on our time without inconveniencing our customers. That makes sense. Yes, because you've created a they trusted you to buy a car from you and you've created an unbelievable amount of inconvenience for them to be dropping a car off and having it fixed. And and that's just a horrible way to start the relationship. So I don't know that other dealers unwind deals and put them in different cars like we do, but we. I just feel like our problems should not be the customer's problem in an unreasonable amount of time since purchase. And so we try, Jim, I hope I answered your question, but we try to really try to prevent those defaults from mechanical failure because we feel like that's our fault. Well, I guess where I was really trying to go with the question is more like if, because you're probably doing a warranty or service contract, right? Yes, sir. We're doing warranty. Yeah. So I guess the, really the question would be if you didn't have that in place and the ability to support this customer, like if you were just a lender or a, you know, you bought the paper in bulk from, from turn and burn motors, like what would be your loss rate to repos and mechanical stuff? Then if you didn't, you know, if the, if the, if the people who bought your paper, you know, weren't supporting the customer and from a mechanical standpoint, then I have to believe your repo rate would be higher, right? It would have to be. Yeah. Yeah. Because the, We're wanting to lose them again. We'll just kind of see. I knew that we would get some because we've talked about this. It's a hot topic on a Facebook user. We don't have permissions to show your name. We tried that about six years ago with the loaner car and we'll never do that again. I think that's what they're talking about. Yeah. And I can see. I mean, I've been there, too. It's sometimes a problem that way. But You know, I would like to just circle back to one thing I heard Jack say there that he said five months. I used to say three months is kind of, but you know, the idea is the same here. It's like when I, I used to say that when, if there's a problem with the customer or the car, like a new business relationship with a customer, if there's a problem with the customer or the car, I used to say, you're probably going to know in the first three months, Jack, you said five months, like, but it's a similar approach, right? It's like, if there's a problem with one or the other, you're probably going to know that. you know, fairly soon. Yeah. And so this is kind of where you begin to identify that right away. And if you get past that five month window in your case, then you're probably, you know, you're through the hard part and you're probably in good shape going forward. I think, I mean, it's just, we feel like I put that five months on there because we feel like if it defaults in that time period, it's our fault. We shouldn't have selected that customer or we put them in the wrong car. If it defaults after that, it was kind of like, well, this is buyer payer. Yeah. Yeah. Yeah, I love that attitude an awful lot. It's, you know, being familiar. This is the market that we work with. This is our demographic. This is what we're shooting for. There's a reason why these people are here with us. Well, I'm feeling like we need to let Jack go return his phone calls and text messages. I'm sorry. No, no, it's good. Actually, I really, really, personally, I appreciate that you're behind the wheel, doing work, doing the stuff, still being willing to come in and add your comments and your flavor. And just Jack, it looks like we've lost him again. Thank you, Jack, for joining us and for being a part of the morning show. And we just really appreciate your support. So I'm going to pop you backstage. If you pop back in, we'll say goodbye to you a little bit later. I had a couple of other comments around this. Uh, you know, that, that, cause our, our topic kind of shifted into what, what is, um, where does our responsibility lie and, you know, how long is it, is it our fault that the car's having a problem or is it the customer's fault that the car's having a problem? And, And a lot of different opinions about loaner cars and those kind of things. And so, you know, it's not something we've really measured. Yeah, it's interesting that we ended up on mechanical and loaner cars on the subject of, you know, responding to reviews. But that does seem to be where a lot of our, you know, negative reviews can come from. Yeah. As Jack said, the customer's unhappy. It's not surprising when they're inconvenienced routinely, then it's not surprising they'll end up unhappy. We know that. And so this is part of what we all work every day to try to solve so that those customers continue to have nice things to say about us. Yeah. And so remember, you know, first and foremost is. you should respond. Um, and second, don't do it immediately. Uh, you know, give it a 24, 48, 48 is actually a really good number because 24 still, we can still be a little bit hot if, if it's, I say whatever time it takes. Yeah. Um, but, but like Jack mentioned is that, um, not responding within 48 hours is really not gonna be a massive measure of, and, and a deterrent, um, as long as they're getting responded to in a timely manner. And remembering to being respectful, remembering that you're not writing it for the customer that left the review, you're writing it for your potential customers. Some of, you know, um, those that, that I don't know about you and I agreed with them is when I'm going through reviews and I'm looking at reviews, I don't look at the five-star reviews cause they're all just like, so-and-so is nice. I'm looking at the bad reviews. What are the things that they have? I have some friction hiccups, you know, is it, is there a pattern in there of, you know, what are the things? Because those are the things that, that, um, that likely will be something that comes up. And so how are they handling those? Life happens. And how are dealers handling those life situations? And part of life happens too is you're going to come across customers that are hot, that can get hot under the collar and spurt out and all of that. And so it's just like, these are life things. These are things that happen. How do we handle them? Anybody that's been in the car business for more than 10 minutes knows you're going to meet people that are unreasonable. They just, you can't ever make them happy and that's going to happen. And that's part of where your bad reviews are going to come from. And I think what you try to do is, as Jack said, you try to think about your potential future customers and you, You write, you know, respond to them in a way that is pretty clear to anybody who reads it, you know, which of the two parties was the unreasonable, you know, nonsensible one. And so this is kind of the approach that we would be recommending. You're not going to, you're just not going to make everybody happy. It's just not going to work that way sometimes. If y'all want to see some really great responses to reviews, I would suggest, you know, take a look at Turn and Burn Motors out of Georgia. You can probably find him on Google. And Jack has got, he's got just a really beautiful, I think, it's enjoyable to read, but it gives you the flavor of, I'm not going to roll over, but I'm going to be fair. I'm going to be respectful. I'm going to be diplomatic. And I'm going to be speaking to the future customers that might have the same problem in the future, our future customers. So got anything else? I was just double-checking Jack's domain, Turn and Burn Motors. Turn and Burn Motors. Yep. He's in Conyersville, I think. Conyers. Conyers. So yeah, Turn and Burn Motors. Follow him. They want more followers at their website and on Google, so go follow them. Exactly. And you'll get some tips on the way they manage social media, too. Absolutely. So like them on Facebook as well. All right, everybody. Thanks so much for joining us this White Hat Wednesday talking about negative reviews. Tomorrow, don't forget, Dealer Roundup. It starts at 10 Eastern. And if you have a ticket that we will be sending you access to the recordings post live event. So that usually those recordings are usually accessible within the week. So, all right, everybody have yourself a great rest of your Wednesday. And hopefully we'll see you tomorrow at the dealer roundup. Have a great day, everybody. Thanks for joining us.
