Subscribe
Share
Share
Embed
This podcast is dedicated to changing the automotive industry for the better, one conversation at a time.
Whether you're a technician, vendor, business owner, or car enthusiast, we hope to inspire you to improve for your customers, your careers, your businesses, and your families.
Lucas Underwood [00:00:01]:
And so you gotta do that.
Mike Carrillo [00:00:04]:
See, you've spent some time in post production. I can tell.
Lucas Underwood [00:00:07]:
No, that's him. He just whines and cries a lot.
David Roman [00:00:09]:
Yeah, I have to sync the audio. It's annoying.
Mike Carrillo [00:00:11]:
No, it's the worst.
Lucas Underwood [00:00:12]:
So Lex is the one who's put up with us the most. So I'm gonna tell this story on David.
David Roman [00:00:16]:
Perfect.
Lucas Underwood [00:00:16]:
And it really helps the podcast because people go back and listen to other stories. I have never spit on a guest before. Okay. Never. I've never spit on a guest. I. I've never spit on our equipment before. I'm not exactly sure what happened in the last episode, but somehow we were in the middle of it, and David is talking.
Lucas Underwood [00:00:35]:
He finishes talking. I look at the guest, I turn back around and look at David like this. And David leans back with a count of Mountain Dew and holds it up like this. It's, like, empty.
David Roman [00:00:44]:
I'm guessing it was supposed to be empty.
Lucas Underwood [00:00:47]:
He leans up and he goes to throw it. And when he does, all of the Mountain Dew in the can comes out and, like, smashes on his face. Well, I had a mouthful of Mountain Dew when this happened. So, like, I laugh so hard, I'm about to pass out, end up blowing mountain dew across the table. David got mountain dew on his face, on his glasses. And look, it is perfectly in frame. Like, it will be on video.
David Roman [00:01:08]:
Perfectly.
Mike Carrillo [00:01:09]:
Wait, do we not have this on video? Is that what you're saying?
Lucas Underwood [00:01:11]:
No, we do have.
Mike Carrillo [00:01:12]:
Oh, we do have it on video. Yeah. New intro to the show coming soon.
Lucas Underwood [00:01:16]:
This is my. This is my security. Yeah. Because now I've told everybody about it. I posted on Facebook, and I told everybody here. So he can't just, like, make it disappear.
Mike Carrillo [00:01:24]:
Yeah, a nice screenshot of the Facebook comments. So we're extra safe.
Lucas Underwood [00:01:26]:
Yeah, absolutely. And I've already saved what was on the hard drive, so we're in good shape.
Mike Carrillo [00:01:29]:
Beautiful.
David Roman [00:01:31]:
Save anything. I don't know what you're talking about.
Lucas Underwood [00:01:35]:
It was.
David Roman [00:01:35]:
It'll be okay.
Mike Carrillo [00:01:36]:
That's amazing.
David Roman [00:01:37]:
Hey, how much time do we have on that thing? I didn't check that hard drive.
Lucas Underwood [00:01:41]:
Oh, so you just hand me a hard drive for no reason?
David Roman [00:01:42]:
2 hours, we're good.
Mike Carrillo [00:01:44]:
And then he spits on it.
Lucas Underwood [00:01:46]:
Yeah, I know, right?
David Roman [00:01:46]:
You gotta spit on it.
Mike Carrillo [00:01:47]:
There's no spit. Takes in podcasts. It doesn't work. It's too expensive.
Lucas Underwood [00:01:54]:
Yeah, a poor girl, she's gonna be a millionaire from that.
David Roman [00:02:00]:
How, though? I don't understand. You know, she was, like, handing out dog food and stuff like that. Treats or whatever, to an animal shelter. She's like, I'm gonna use my 15 minutes for good things. And this. I don't know how she's making any money off of it. Appearances, I guess.
Lucas Underwood [00:02:18]:
She sang on stage a while back, and she. I thought it was funny. Cause she said she can't even sing, but they put her on stage and made her sing. I could only imagine David Roman doing that.
Mike Carrillo [00:02:27]:
I mean, there's only so many commercials she could be on. Yeah, right. There's only that many products fit.
David Roman [00:02:31]:
She's not doing commercials. She's not. She's not doing any social media, though. Yeah, she's not on tick tock. She's not. She's not on anything.
Lex Sellers [00:02:42]:
Are you on Tick Tock?
David Roman [00:02:44]:
The podcast is.
Lucas Underwood [00:02:46]:
He has a real problem.
Mike Carrillo [00:02:48]:
We're gonna come back to that.
David Roman [00:02:49]:
Tick tock. Are you guys big on TikTok?
Mike Carrillo [00:02:52]:
I don't do the tics and the talks.
Lex Sellers [00:02:54]:
Yeah, my kids share things with me that way.
Lucas Underwood [00:02:56]:
Cause they're teenagers, so I feel a little vulnerable here, David. I'm not gonna lie. I feel vulnerable because these people know our deepest, darkest secrets. They know how much our clients hate us.
David Roman [00:03:09]:
Well, it's fine.
Mike Carrillo [00:03:10]:
You know, actually, just the crazy ones. I had a plan, and I kind of. I just ran out of time. But, like, I actually have a list of all of your guys escalations in a spreadsheet, and I was just gonna, like, do a mean tweet thing where I make you read things. Your customers. I thought that would be really fun. Maybe we can bring that back a little bit later.
David Roman [00:03:27]:
Yeah. Yes.
Mike Carrillo [00:03:28]:
I'm doing okay.
Lucas Underwood [00:03:29]:
Down especially.
Mike Carrillo [00:03:32]:
That'd be great.
Lucas Underwood [00:03:33]:
I would. Does anybody say anything about the dad voice in his escalations?
David Roman [00:03:36]:
No, I can pull.
Mike Carrillo [00:03:37]:
That's 90% of it.
Lucas Underwood [00:03:38]:
Yeah, yeah, yeah. The dad voice.
David Roman [00:03:40]:
Yeah, dad voice.
Lucas Underwood [00:03:41]:
He swears they don't get upset about it, but I'm telling you, I heard it. I have heard it.
Mike Carrillo [00:03:46]:
The main thing is they say they leave the shop feeling scolded.
Lucas Underwood [00:03:49]:
Yes, yes, exactly, dude. I swear to God, that's exactly what he does. I've heard it. And he's like, no, no, I am telling you, it is not leaking oil. I told you it was gonna drip. It's fine.
Mike Carrillo [00:04:01]:
That sounds weird.
Lucas Underwood [00:04:02]:
You're a bad person.
David Roman [00:04:04]:
Do you speak to your children like that?
Lucas Underwood [00:04:06]:
No.
David Roman [00:04:07]:
Okay. We've had this conversation. You don't talk to your kids like that. But you know, the third time you tell them to put their shoes on and they don't listen, you put your dad voice on, and you tell them, this is the last time I'm telling you, get your shoes on.
Lucas Underwood [00:04:21]:
I mean, until you see a grown man, tell a client, this is the last time. I'm done.
David Roman [00:04:26]:
When they act like children, they get spoken to like children.
Mike Carrillo [00:04:32]:
Is that in your, like, shop handbook? Like. Is that.
David Roman [00:04:34]:
That is in my handbook, yeah.
Mike Carrillo [00:04:36]:
Okay.
David Roman [00:04:36]:
You're gonna act a fool, get treated like a fool. Anyways, I have no idea how this girl is making any money because she's not on social media. So it's not like she's selling ad revenue or that she's getting ad revenue money from social media appearances. That's the only thing I could pick up.
Mike Carrillo [00:04:50]:
I keep hoping you're about to tell us she's a surprise guest today and about to bring her out. Is that.
Lucas Underwood [00:04:54]:
I don't think we have.
Mike Carrillo [00:04:56]:
That's not. Yeah, yeah. I hear she's not making any money, though, so she might come out the cheap.
David Roman [00:04:59]:
No, no. She's saying she's making a ton of money. You just don't know how.
Lucas Underwood [00:05:04]:
I mean, I don't either. I really don't. And I, you know, I mean, maybe you can tell.
David Roman [00:05:09]:
Find clips of you saying stupid things, and I keep throwing them up, hoping that it will catch and will be bajillionaires off of you saying something stupid. It hasn't caught up.
Lucas Underwood [00:05:18]:
Well, the problem is, is because I don't say stuff stupid enough for it to catch on. What you need to do is catch your clips of you saying stupid stuff. Stuff.
David Roman [00:05:26]:
I don't have the twang.
Mike Carrillo [00:05:27]:
Hey, listen, you guys are both stupid, okay?
Lucas Underwood [00:05:29]:
Yes, I agree.
Mike Carrillo [00:05:30]:
Let's just, you know, let's not see. Let's not split hairs here.
David Roman [00:05:33]:
Had said it in, like. Like, northern voice or. I don't. What? Yeah.
Mike Carrillo [00:05:40]:
What is that accent?
Lucas Underwood [00:05:41]:
Yeah. Yankee. Yankee accent? Is that what it is?
David Roman [00:05:44]:
Yankee. I don't know. You were talking about it earlier like, you got the Northern. Whatever. Anyway, if she hadn't had the twang from Tennessee, I think would have happened.
Lucas Underwood [00:05:55]:
If she didn't have the twang, I.
David Roman [00:05:56]:
Just don't think it would have caught.
Mike Carrillo [00:05:58]:
I agree.
Lucas Underwood [00:05:58]:
Yeah.
Mike Carrillo [00:05:59]:
I don't think it would have been as charming.
David Roman [00:06:00]:
Yeah. It just. It would have been like, I don't know, off putting. If it had been, like, a New York accent, you know what?
Mike Carrillo [00:06:10]:
Really aggressive New York voice.
Lucas Underwood [00:06:12]:
No, listen, I've got an idea.
David Roman [00:06:15]:
So I should talk ill of New York? I'm just saying if it come out with, like, a heavy Brooklyn accent, I.
Lucas Underwood [00:06:22]:
Don'T think that would have gone very badly. That would.
David Roman [00:06:24]:
I'm just saying it would have been.
Mike Carrillo [00:06:25]:
Like, it would have killed a Brooklyn.
Lucas Underwood [00:06:26]:
Do you think that we could get a hold of her and see if she could be one of the.
David Roman [00:06:32]:
I'm just telling you, it doesn't.
Lucas Underwood [00:06:36]:
When they're like, hey, my gas nozzle.
David Roman [00:06:41]:
Humans and just use AI.
Mike Carrillo [00:06:42]:
I mean, that's the goal, right? Replace all the humans in every industry.
Lucas Underwood [00:06:45]:
David's goal, right? That is absolutely.
Mike Carrillo [00:06:47]:
We've talked about that a lot, actually.
Lucas Underwood [00:06:49]:
Yeah. David's trying to replace himself.
Mike Carrillo [00:06:52]:
Oh, no, I made that up right now. Yeah, we haven't talked about that.
David Roman [00:06:56]:
I want robots working on cars. That was Cody Gettys totally, totally stole that from me. I've said it a thousand times. I'm just waiting for the robots.
Lucas Underwood [00:07:07]:
At least he listens.
David Roman [00:07:09]:
He.
Lucas Underwood [00:07:09]:
Most people just ignore you.
David Roman [00:07:11]:
You would have thought that he would have been like, I don't want to get replaced by a robot. But he's all for it.
Lucas Underwood [00:07:15]:
I'm not gonna lie. When I get emails from Lex, it makes me really nervous. I get like, really? Dude? I'm telling you, it's like seeing the group.
David Roman [00:07:23]:
I don't get emails from. Like, I get from. Do not reply.
Lucas Underwood [00:07:29]:
But so, well, I also get nervous when I get it from her because it's also saying, hey, you've not sent me the follow up list for the yearly follow up in six months. Okay. And I'm like, well, because I really don't want to know how bad I am.
David Roman [00:07:44]:
Right.
Lucas Underwood [00:07:45]:
It's almost like when you, you know the little Google icon that comes up on your phone for maps. Oh, I know. It, like, makes my heart be fast. It's terrible.
David Roman [00:07:53]:
You can really just start running interference on that kind of nonsense.
Mike Carrillo [00:07:56]:
Okay.
Lucas Underwood [00:07:57]:
Yeah.
David Roman [00:07:57]:
Funnel everything.
Mike Carrillo [00:07:58]:
Put that in the roadmap.
David Roman [00:07:59]:
Deal with it. Yeah, you should. It'd be fantastic.
Lucas Underwood [00:08:01]:
Yeah.
David Roman [00:08:02]:
Do you not want to know anything? Yes, yes, yes. Just don't want to know. Keep me out of it.
Mike Carrillo [00:08:08]:
That is actually something that I. I don't hear it a lot, luckily, because I've never taken a shop where I've heard this. Well, no, I shouldn't say that. I've taken a shot where I've heard it. But if their attitude doesn't change. I don't. Which they say, isn't this just going to create a bunch of problems? I say, well, no, you already created the problem. This is just going to reveal some.
Lucas Underwood [00:08:26]:
Problems so we can figure out how to.
Mike Carrillo [00:08:28]:
But if you would rather just not know, then we're probably not on the same page. Oh, yeah? Yeah.
David Roman [00:08:36]:
How does he get away with it? No, no, you already created the problem, dear. See, he just slides that deer in there, and all of a sudden, he's an asshole.
Lucas Underwood [00:08:44]:
He's not an asshole, which means he.
David Roman [00:08:46]:
Just keeps the deer out of it. I would have slid the deer in there so I could have gone full asshole.
Mike Carrillo [00:08:50]:
Is that the secret? The deer?
David Roman [00:08:52]:
The deer is.
Lucas Underwood [00:08:53]:
No. It sounds really condescending. It sounds like. Yeah, people.
David Roman [00:08:57]:
It's not meant to be condescending.
Lucas Underwood [00:08:59]:
It sounds condemned. You're a very condescending person in the first place. Like, it's arrogance stacked with condescending nature and, like, the whole deal.
David Roman [00:09:09]:
And so I just need to put the twang on it.
Lucas Underwood [00:09:13]:
I get messages from people all the time, and they're like, I am so sorry that he, you know, says, I'm.
David Roman [00:09:17]:
Gonna put the twang on it, and all of a sudden it'll be cute and endearing.
Mike Carrillo [00:09:22]:
That actually really does work. I'm telling you. It does work.
David Roman [00:09:25]:
He has, like, really difficult conversation with his customers, and he just throws a twang in there. He gets extra twangy. Extra twang.
Mike Carrillo [00:09:33]:
Oh, yeah.
David Roman [00:09:33]:
Oh, man.
Mike Carrillo [00:09:34]:
You should hear the twang comes out. I'm sure.
David Roman [00:09:36]:
Go into a store. Like, go visit a shop. I'm telling you. Go visit a shop. Have them take you somewhere in town. And then when they hit him with the twang, he comes back, what, ten times the twang? And all of a sudden, they're like, I have no idea what they're saying. You get him on the phone, and he hits him with a twang, and he can just. He calls him stupid idiots.
David Roman [00:09:56]:
This is your you problem, not a me problem. How dare you try to throw this on? This is. Your car is a piece of shit. This, that, and the other. And they get off the phone going, well, I'm real sorry, Lucas. I didn't mean to cause any trouble. Oh, it's okay.
Mike Carrillo [00:10:08]:
Don't worry about it.
David Roman [00:10:09]:
And then they hang up, and then he's like, that's how it's done. What the hell just happened?
Mike Carrillo [00:10:14]:
He's changing the industry, one customer at a time. That's what's happening.
Lucas Underwood [00:10:17]:
We're educating them.
David Roman [00:10:18]:
We're educating them that they're the problem. It's not them. It's their cars. Cars are awful.
Lucas Underwood [00:10:28]:
I'm not even.
David Roman [00:10:29]:
Anyway, introduce our guests.
Lucas Underwood [00:10:30]:
You got to introduce yourselves. Y'all are part of this family at this point. You're stuck with us. So you. Yeah, and you get it. You're gonna have to. We're making you talk, so you got lecture.
Mike Carrillo [00:10:40]:
Probably do, right?
Lucas Underwood [00:10:41]:
Yeah, yeah, we're making you do the introductions.
Lex Sellers [00:10:44]:
The introductions?
Lucas Underwood [00:10:46]:
Yeah.
Mike Carrillo [00:10:46]:
She always says she's the talker of the group, so.
Lucas Underwood [00:10:48]:
She is.
Lex Sellers [00:10:50]:
I'm absolutely not the talker.
Mike Carrillo [00:10:51]:
You're gonna have to say that closer, though. Do you're talking up in there?
Lex Sellers [00:10:55]:
Look at all my inches up here.
Mike Carrillo [00:10:57]:
Yeah, there you go.
Lucas Underwood [00:10:57]:
Hey, the seat goes up and down.
Mike Carrillo [00:11:01]:
I did ask for a phone book, and nobody.
Lex Sellers [00:11:02]:
But then my feet don't touch.
David Roman [00:11:05]:
Okay, so we have David's.
Lucas Underwood [00:11:07]:
Don't eat it. It's okay.
Mike Carrillo [00:11:08]:
David's trying to move us forward. Yeah, David's trying to get it going. I'm Mike. Mike Carrillo, CEO and co founder of autoshopfollowup.com dot.
Lex Sellers [00:11:17]:
Lex Sellers, head of customer success and also operations manager@autoshopfollowup.com, dot and keeper of the flame.
Mike Carrillo [00:11:24]:
She does all the things.
Lucas Underwood [00:11:25]:
Yeah.
Lex Sellers [00:11:25]:
Kind of like the mom.
Lucas Underwood [00:11:26]:
Yeah. I kind of feel bad for her because, you know, she. She's customer success manager, and this is a customer.
Mike Carrillo [00:11:32]:
Well, you know, we don't actually guarantee a level of success because that's a good thing. Potential is important. You know what I mean?
Lucas Underwood [00:11:40]:
The potential is pretty low. Yeah. Or his. Or his, or his escalation is bad.
Mike Carrillo [00:11:46]:
I just know. Who's her worst between the two?
Lex Sellers [00:11:50]:
Oh, I don't know.
Mike Carrillo [00:11:50]:
Oh, yeah, you do.
David Roman [00:11:52]:
I don't know.
Lucas Underwood [00:11:54]:
Whoa, whoa, whoa. I know how bad mine are. It's probably mine. David sets the precedent when they come in, your experience is going to suck, and you're not going to like us. So, you know. And so what do they say? They set proper expectations.
David Roman [00:12:06]:
Yeah.
Mike Carrillo [00:12:07]:
And that's really the key. As long as people know to expect.
David Roman [00:12:10]:
That's absurd. I do run interference. Like, hey, don't call this person. It's not going to go well. Occasionally. Occasionally I forget, and then they get the year full.
Lucas Underwood [00:12:21]:
Yeah. Yeah. I've had lags. Call me before and be like, hey, why? Well, it busted the speaker on the phone. Really? Sorry, man.
Mike Carrillo [00:12:34]:
It does happen.
Lucas Underwood [00:12:35]:
Yeah.
Lex Sellers [00:12:35]:
You gave me the heads up about the bless your heart comments from your customers.
Lucas Underwood [00:12:38]:
Yes. See? Oh, bless your heart. It works.
David Roman [00:12:43]:
David, are you stacking listerine strips with the Mentos gum?
Mike Carrillo [00:12:47]:
Yes. Dang, man. Respect.
Lucas Underwood [00:12:49]:
At least I'm not spitting mountain Dew on our guests this time, because you.
David Roman [00:12:55]:
Spilled some on me.
Mike Carrillo [00:12:56]:
Also, there's still time.
David Roman [00:12:57]:
That seems like a lot of spice. Like, it's a little heavy, a lot of mint. Too much no, no.
Lex Sellers [00:13:04]:
Do they not, like, stick together?
Lucas Underwood [00:13:06]:
Nah. Nah. I'll tell you what. You get a pack that's been through the washing machine and then the dryer, and you, like, stick your finger in there and you think you got one, but you got the whole pack.
Mike Carrillo [00:13:15]:
It's a whole chunk. That's a game changer.
Lucas Underwood [00:13:17]:
Yeah, dude. Yeah, yeah. That's, like, accidentally.
Mike Carrillo [00:13:20]:
You're newly born. Once that happens.
Lucas Underwood [00:13:21]:
Yeah.
Mike Carrillo [00:13:21]:
You're fresh from the womb. It feels amazing.
Lucas Underwood [00:13:23]:
Absolutely. It's almost like, I don't know if you've ever done this, but the gold bond lotion and the green bottle that's got the menthol in it, never put that on. After you get out of the shower, you will think you are dying. Okay, I'm just gonna tell you right now. You should try it. Oh, it's bad. It is really bad. I'm not gonna tell you what happens.
Lucas Underwood [00:13:38]:
You should just try it.
Mike Carrillo [00:13:39]:
Maybe if you have us on the show again, we can. We can try that.
Lucas Underwood [00:13:42]:
Yeah. Yeah.
David Roman [00:13:42]:
Break that bad. Yeah.
Lucas Underwood [00:13:44]:
Do what?
David Roman [00:13:45]:
It's tingly, dude.
Lucas Underwood [00:13:46]:
You coach your whole body in that and tell me, what's that? You coach your whole body.
David Roman [00:13:50]:
Why would I coat my whole body? Just do it.
Lucas Underwood [00:13:53]:
Just do it.
Mike Carrillo [00:13:55]:
What is the show about, guys? What do we. I don't mean this particular word, but.
Lucas Underwood [00:13:59]:
In general, we have been doing this podcast for, like, five years now.
Mike Carrillo [00:14:02]:
I've actually listened to it. I'm being a little facetious.
Lucas Underwood [00:14:05]:
Well, I'm still trying to. We're still trying to figure out what it's about.
Mike Carrillo [00:14:08]:
Yeah.
David Roman [00:14:08]:
Three, four years in September. Who's counting?
Mike Carrillo [00:14:12]:
Yeah, but how long did you date before that?
Lucas Underwood [00:14:13]:
A long time.
Lex Sellers [00:14:14]:
Okay, wait, how did you guys meet? I'm just curious. Like, you just started talking and heard each other's voices, and we're like, this.
Lucas Underwood [00:14:19]:
Is gonna work, dude, you will never believe this. Like, seriously, you're not gonna believe what happened. Okay. And I tell people this, and they're like. They look at me and they kind of roll their eyes at me, and they're like, no, seriously. All right. So I joined this Asog group. I'm, like, a terrible shop owner.
Lucas Underwood [00:14:34]:
I have no clue what I'm doing. I'm, like, going down in flames. I'm gonna lose everything. And I didn't have anything in the first place, and so I joined the shop owners group, and I comment that I need help with something. All these people made fun of me, but it was a super stupid question. He messages me and says, hey, don't take it personally, but let me help you and I'll show you a better way to do things. And he helped me for like, four months and then turned into a raging asshole.
David Roman [00:15:00]:
Use my dead voice. That's what happens.
Mike Carrillo [00:15:02]:
Oh, sounds like you had to hear some hard truths you weren't ready for.
Lucas Underwood [00:15:07]:
Yeah, that's exactly what it was. He was completely wrong, and it's still completely wrong.
David Roman [00:15:11]:
But how often do you have to fire customers?
Mike Carrillo [00:15:14]:
It's pretty rare, actually. Just talking about this, I think we've only, at least in this company, I've only ever fired one customer. And I was just talking about this at a table out there where we talked to our staff. It's not our goal to try to make bad shops do better if you're just taking the information and not applying it, or again, you just don't care. You're one of those shops just like, hey, this is just going to create more problems, then it's just not going to be the right fit. If your goal is to just aggressively sit over there, harass all of your customers, and just get as many deals as you can, we're not gonna see eye to eye.
Lucas Underwood [00:15:49]:
Yeah. What is the worst follow up you've ever gotten? There was a Google my business review that got posted in AsoG, like five or six years ago, and it was that they had delivered the car to the house and they ran over his dog, built his dog, and then did not tell them about it. They found it on video and he was, like, trying to figure out how to handle it. Turns out it was the shop owner who did it. And he just, like, runs and gets in the other car and dips out of. And everybody was like, well, why did, why didn't you, like, go tell him and say, I'm really sorry? And it almost looked like it may have been partially intentional because the dog wouldn't move. But I don't know. I mean, like, what's the worst one dog anecdote? I don't know.
Mike Carrillo [00:16:30]:
I don't think that's that sad, honestly. Lex, this question's for you, probably. What are some of the weird.
Lucas Underwood [00:16:34]:
I don't know.
Lex Sellers [00:16:35]:
We were just trying to remember some of that. There was something with a body part in a trunk, but none of us can remember the details for sure.
Mike Carrillo [00:16:43]:
There have been some weird things where like, oh, that's, we should probably call the shop, you know, maybe let them know, put that on the radar. That's what's happening. Yeah, it's a little sad. I don't have a specific anecdote.
Lex Sellers [00:16:53]:
No, no, I spoke to a lady during COVID where she was telling me all about taking her dog to get it groomed for, like, 20 minutes.
Mike Carrillo [00:16:59]:
Yeah, but you know what? That's how that customer felt loved. And Lex crushed it.
Lucas Underwood [00:17:03]:
So I guarantee it. And, you know, this whole process of having auto shop follow up has taught me some very valuable lessons. And I never agree with David, ever. Some people are just crazy, right? Like, they're not.
Mike Carrillo [00:17:15]:
Yeah.
Lucas Underwood [00:17:16]:
There's no. You can't do something to make them happy. As a matter of fact, I had one just the other day, and I even emailed the guy because I got the auto shop follow up. He sent us a text message. From our text follow up, I, like, very clearly laid out to this guy what the deal was. And it was a code that. That the truck was not acting up. And so it's a DPF sensor.
Lucas Underwood [00:17:37]:
It's a temperature sensor. And so the problem is, is it's a. It can turn into a massive repair if you're not careful, because, like, if you rip the bung off of it because of where this one's at, we're not. We're not welding a new bung onto it. We're replacing a very expensive part. And I said, look, man, it's not acting up right this second. We need to catch it and know for sure that that's what it is. And he blasted me in my follow up call and blast me in a text message.
Lucas Underwood [00:18:00]:
Like, I'm not sure if I'm coming back or not. Like, I told you about this, and we had a 22 minutes conversation about it. I went back and watched the video. Could I have said clearer this could come back on? No, I couldn't have. Some people just want to be pissed off.
Mike Carrillo [00:18:14]:
Some people, truly, you just can't make happy. I would say what's interesting is, like, I think 85% of the escalations that go to our shops are misunderstandings. So much of that can be fixed, right? Because it's. They left the shop and they googled the part on Amazon. They want to know why you're charging twice as much, right? Cause they don't understand your warranty. They don't understand your text. They don't understand the value. But that's a simple conversation to have.
Mike Carrillo [00:18:35]:
But nobody ever asked, right? It's those types of things where they just. They don't understand the industry. Nobody thinks about cars as much as we do. And so it's. It's about having, I think, having those conversations and understanding what that is and giving a safe place to talk about it. And a lot of times if you do that, right, those end up being your long, your best customers.
Lucas Underwood [00:18:51]:
Right.
David Roman [00:18:51]:
I don't think my customers even look at my receipts. I don't. I don't hand them receipts.
Mike Carrillo [00:18:55]:
Yeah.
David Roman [00:18:56]:
I email them. I don't, yeah. They don't even open them.
Lucas Underwood [00:18:59]:
I don't even open them. Good.
David Roman [00:19:01]:
The thing, we put everything on there, but it's, they see the, they see the breakdown. We don't call to get approvals, so we just send them the link. They say, hey, pick what you want us to do. And we try to prioritize, especially if it's a difficult repair or there's a lot that needs to be done on the vehicle. We will prioritize and mark it red, yellow, green, whatever. And so they just pick what they want. They see the total, and then that's it. And then they pay.
David Roman [00:19:32]:
And we say, hey, the receipts in the email inbox, they don't open it. They don't look at it. They don't know. I don't, I don't know who's looking googling parts.
Lucas Underwood [00:19:41]:
I, I think it's, if the advisor did not build enough value to begin.
David Roman [00:19:46]:
With, but think somebody, and they're not even calling them.
Lucas Underwood [00:19:52]:
So what's that have to do with it? They get their car repair. They're telling somebody about this experience they had. The person says, oh, my gosh, that seems really expensive. And they're like, it does. And so what do they do? They google it. You know? You know what I think is super interesting is the auto text me follow up or auto flow follow ups are completely different than your follow ups.
Mike Carrillo [00:20:13]:
They are definitely different.
Lucas Underwood [00:20:14]:
Like, no, I'm saying.
Mike Carrillo [00:20:14]:
What do you mean?
Lucas Underwood [00:20:15]:
Yeah, the client responds differently to the text follow up than you.
Mike Carrillo [00:20:18]:
Oh, totally.
Lucas Underwood [00:20:18]:
And if we call them, they respond differently to our service advisor. So, like, auto shop follow up for me is a, is like a barometer for the shop. Right. Because what I do is I notice, like, we've got something going on with an advisor right now, and I can see the barometer. Oh, they didn't call me back. It took forever. They didn't update me. Versus, hey, I really love the text updates.
Lucas Underwood [00:20:42]:
And hey, I really love that they're staying in contact with me. And so I can see when things start happening in the shop. I don't see that in my auto flow follow up message. I only see it in the follow up calls. And it does. Like I said, if we call them and ask, they won't say that to us.
Mike Carrillo [00:20:56]:
No, I think that's one of the big benefits. And I've taught lots of classes on how to start a follow up program in shop. It can be done. I actually don't think it's the best way to do it for a variety of reasons, outside of the fact that I want to make phone calls. Admittedly, I'm a little bit biased, but if you've. Everybody has bad customers, right? If your service advisor has never walked up to your desk with a post and been like, hey, I called this guy. He thought I was really pushy and condescending. He's never coming back.
Mike Carrillo [00:21:18]:
If then you're not getting unbiased feedback, which means it's an exercise and kind of futility, and we're just checking the box, right. We're not actually moving the needle for sure.
Lucas Underwood [00:21:25]:
And that. That is exactly to the t what I have seen, because it is so different when you guys call and the feedback that we get and how they respond to you. And, you know, it's odd because it. I say that it bothers me, and I don't like getting bad feedback. Like, it. It makes me super, super anxious. But, like, the difference being is that when we get escalations, seeing that the escalations are usually simple little B's. I got one the other day that he didn't like coming down my gravel road, and I don't have a gravel road, but he doesn't like coming down it because it's bumpy.
Lucas Underwood [00:21:58]:
Okay, well, I'm sorry. A, I can't really do anything about that. And, b, I mean, I can, but I'm not going to, but, b. And, like, the air fresheners, like, we had one the other day. This car didn't even get cleaned. And he's like, you sprayed too much air freshener in it. And I go back and look, and he complained, like, one time, two years ago, we put too much air freshener in it. So now every time he's like, you put too much cleaner in my car.
Lucas Underwood [00:22:23]:
This car hadn't even been cleaned. He asked us not to.
David Roman [00:22:26]:
I want to do whatever the Alamo is doing to the cars here in Arizona. Holy moly.
Lucas Underwood [00:22:29]:
Seriously?
Mike Carrillo [00:22:30]:
Doing to the what? Diamonds. That. Sorry.
Lucas Underwood [00:22:32]:
Alamo really does a good job cleaning their cars. And, yeah, they smell good when you get in them.
David Roman [00:22:35]:
Yeah, they smell fantastic. Alamo's pro, like game laundry detergent. What is it?
Mike Carrillo [00:22:41]:
I said Alan was a pro. They're great.
Lucas Underwood [00:22:43]:
Yeah.
Lex Sellers [00:22:43]:
I'm gonna have to go out and smell your car now.
Lucas Underwood [00:22:45]:
Yeah, I wouldn't smell his.
Mike Carrillo [00:22:46]:
Yeah. Mine's maybe not the best example.
Lucas Underwood [00:22:49]:
David.
Mike Carrillo [00:22:49]:
After a couple days in Arizona heat. I don't know if that's.
David Roman [00:22:51]:
It's just been sitting outside. I haven't even been in it. I shouldn't have rented a car. It was a terrible idea. It was a waste of money.
Lucas Underwood [00:22:57]:
Yeah.
Mike Carrillo [00:22:57]:
I should have coordinated there, probably, man, he.
David Roman [00:23:00]:
No, we were gonna come in at different times. I just didn't know that this place was as big and as nice as it is.
Lucas Underwood [00:23:05]:
That steakhouse is legit.
David Roman [00:23:09]:
Holy cow.
Mike Carrillo [00:23:10]:
Really?
Lucas Underwood [00:23:11]:
Yeah. That is.
Mike Carrillo [00:23:13]:
I'd love for you guys to take us to dinner.
Lucas Underwood [00:23:14]:
Yeah, sounds great.
Mike Carrillo [00:23:15]:
Thank you.
David Roman [00:23:16]:
Well, I think Cecil will.
Lucas Underwood [00:23:17]:
Cecil's taking us to dinner.
David Roman [00:23:18]:
Cecil's taking us to dinner. He'll be okay.
Mike Carrillo [00:23:21]:
He can afford.
David Roman [00:23:24]:
We went to a lot of places where they'll have a steakhouse there, and the food is not. It's expensive.
Mike Carrillo [00:23:29]:
Oh, yeah.
David Roman [00:23:30]:
But it's not great.
Lucas Underwood [00:23:31]:
Yeah. The one at Kalahari. I remember I got a steak there one time, and, like, their sharp steak knife wouldn't even cut the steak. It was so chewy.
David Roman [00:23:40]:
Chewy.
Mike Carrillo [00:23:40]:
That's an endorsement.
Lucas Underwood [00:23:41]:
Really chewy.
Mike Carrillo [00:23:42]:
That's terrible.
Lucas Underwood [00:23:43]:
The bacon was good.
David Roman [00:23:45]:
The hanging bacon. Bacon on a stick. I don't know. It was okay. It was dripping in maple syrup.
Lucas Underwood [00:23:55]:
You know, the difference for me between this and Kalahari is. Is it's not dark and dingy. Right. I'm really glad they moved it.
Mike Carrillo [00:24:01]:
I agree with that.
Lucas Underwood [00:24:02]:
This is really bright. And, like, here. Yeah.
David Roman [00:24:05]:
Calorie was okay. I liked it. I liked. I liked the area. The. The hotel was, uh.
Lucas Underwood [00:24:11]:
The only thing good that came out.
David Roman [00:24:12]:
Of it has a big water park. Water parks are cool.
Lucas Underwood [00:24:15]:
The only thing good that came out of that was, uh, Monique calling it calamari.
David Roman [00:24:19]:
Yeah.
Mike Carrillo [00:24:20]:
That is kind of amazing.
David Roman [00:24:21]:
The restaurants in that town are.
Lucas Underwood [00:24:23]:
Yeah.
David Roman [00:24:23]:
Phenomenal.
Mike Carrillo [00:24:24]:
So good.
Lucas Underwood [00:24:24]:
Yeah.
David Roman [00:24:25]:
Yeah.
Lucas Underwood [00:24:25]:
Some of the best restaurants we've ever eaten at.
Lex Sellers [00:24:27]:
So that you agree on.
Lucas Underwood [00:24:28]:
Yeah, I've noticed.
Lex Sellers [00:24:29]:
Whatever he says, you don't seem to agree with. And the other way around.
Lucas Underwood [00:24:34]:
Yeah, that's pretty much it. That's exactly right.
Mike Carrillo [00:24:35]:
Yeah.
Lucas Underwood [00:24:36]:
She's got us figured out. She's very observant. That's why she does the follow up calls.
Mike Carrillo [00:24:41]:
Yeah. See? She. Good listeners. That's part of it. Yeah.
Lucas Underwood [00:24:43]:
Yeah, for sure.
David Roman [00:24:44]:
No, the food. The food in Allentown. It's not Allentown. Where were we?
Lucas Underwood [00:24:48]:
Pocono.
Mike Carrillo [00:24:49]:
The poconos.
David Roman [00:24:50]:
Yeah.
Mike Carrillo [00:24:51]:
I have stayed there, actually. I know what you're talking about is. Yeah, it's good.
David Roman [00:24:53]:
Food.
Mike Carrillo [00:24:54]:
It is good.
Lucas Underwood [00:24:54]:
So good.
David Roman [00:24:55]:
Yeah, yeah.
Lucas Underwood [00:24:56]:
Like, we're talking about making a trip up there just to go eat.
David Roman [00:24:58]:
Just to go eat.
Mike Carrillo [00:24:59]:
Sounds amazing.
Lucas Underwood [00:25:00]:
Yeah.
David Roman [00:25:00]:
It's not that expensive either.
Lucas Underwood [00:25:02]:
No. Very affordable.
David Roman [00:25:03]:
Anyway, is. Is really good.
Lucas Underwood [00:25:06]:
Yeah, yeah, yeah. Definitely one of the best we've been to.
David Roman [00:25:09]:
Yeah. Stop in there.
Lucas Underwood [00:25:10]:
Shula.
David Roman [00:25:11]:
Who is prime?
Lucas Underwood [00:25:12]:
Well, no, it's prime. By that is.
Mike Carrillo [00:25:17]:
Do you think your mom's listen to this part of the podcast, too? Or is this where my mom just.
Lucas Underwood [00:25:21]:
Died like four weeks ago?
Mike Carrillo [00:25:22]:
You know what? I was hoping you would come back with that.
David Roman [00:25:26]:
What's that?
Mike Carrillo [00:25:26]:
I.
Lucas Underwood [00:25:26]:
My mom just died like four weeks ago.
David Roman [00:25:28]:
She did?
Mike Carrillo [00:25:29]:
Is that actually true?
David Roman [00:25:30]:
Yeah.
Mike Carrillo [00:25:31]:
Are you serious?
Lucas Underwood [00:25:33]:
Freak out. It's cool. It's okay.
Mike Carrillo [00:25:36]:
I would have said that jokingly anyway. That would have been my response. I'm like, haha. Classic.
Lucas Underwood [00:25:40]:
Oh, no, one of my technicians walked up.
David Roman [00:25:44]:
Yeah, yeah.
Lucas Underwood [00:25:44]:
One of my technicians walked up and he's like, your mom? He's like, oh, man, I'm so sorry. I was like, dude, I've been making jokes about your mom, and you've told me she, like, died in this really horrible way for months now, and I'm still making jokes. It's okay.
Mike Carrillo [00:25:57]:
Sorry to hear about that. Yeah. You guys, actually, I don't even know if I should tell this story. Tell you the story of the most uncomfortable thing I've ever said in front of a group of people.
Lucas Underwood [00:26:05]:
Yeah.
Mike Carrillo [00:26:06]:
And it was on accident, because now I've always been told the only thing I love more than making a room people laugh is complete and utter silence. Both of those things feed my heart. Right. And now this was 100% on accident.
Lucas Underwood [00:26:17]:
Why are you crying?
Mike Carrillo [00:26:19]:
My co founder Aaron's in the corner laughing. He knows how. He was there. He was staying next to me. So I was at, um. I was at another marketing automation company at the time, and we were in, uh, in Florida, or it wasn't Florida. We were in Vegas as a trampoline park show. So we worked with a lot of family entertainment centers.
Mike Carrillo [00:26:35]:
Right. So I've got a family entertainment center. Do you?
Lucas Underwood [00:26:38]:
Yeah.
Mike Carrillo [00:26:38]:
Oh, we should talk about that. I know all kinds about family entertainment.
Lucas Underwood [00:26:41]:
Let's do it.
Mike Carrillo [00:26:41]:
We're gonna go to Iappa together.
Lucas Underwood [00:26:42]:
Oh, I was. You know how I tell you about the biggest show I've ever been to? I know, but I do. Somewhere that they have roller coasters inside the trade show.
Mike Carrillo [00:26:51]:
Inside the trade show.
Lucas Underwood [00:26:52]:
Yeah. You just don't know.
David Roman [00:26:53]:
We're not running. Yes, running.
Lucas Underwood [00:26:55]:
You can get.
Mike Carrillo [00:26:55]:
I'm telling you this the last time we were like. I mean, we had a 40 by 40. That trade show floor, it's like 11 miles if you walked it.
David Roman [00:27:03]:
Yeah.
Mike Carrillo [00:27:04]:
Literally inside.
Lucas Underwood [00:27:05]:
That is the biggest.
Mike Carrillo [00:27:06]:
It's insane.
Lucas Underwood [00:27:07]:
Before world, I think it's the biggest one on the east coast. Vegas is bigger, and then there's one, like, overseas that's bigger.
Mike Carrillo [00:27:14]:
They, like, they remodeled the Orlando, like, trade conventions that are just for that show.
Lucas Underwood [00:27:18]:
Yeah.
Mike Carrillo [00:27:18]:
That's great.
Lucas Underwood [00:27:19]:
It's unbelievable.
David Roman [00:27:20]:
I'm nervous getting on a carnival ride.
Lucas Underwood [00:27:22]:
Why?
David Roman [00:27:22]:
Why would I get on?
Lucas Underwood [00:27:23]:
Listen, fine.
David Roman [00:27:24]:
Roller coaster. Don't. Hey, we just shipped this in and set it up inside this building. Don't worry, though. It's safe.
Mike Carrillo [00:27:29]:
Wait, don't let the guys who put it together.
Lucas Underwood [00:27:30]:
Yeah. Hey, listen, whatever you do, like, you don't have to worry about. You don't have to get on the roller coaster. All you have to do is you walk around and eat all the carnival food samples and all the food. Like, do every kind of corn dog, every kind of deep fried everything.
Mike Carrillo [00:27:42]:
It's hard to explain. I appreciate people. Like, it's. I'm gonna try, like, people in town just get tickets to go, even though they don't. They just go see this stuff, and.
Lucas Underwood [00:27:51]:
The training is actually legit.
Mike Carrillo [00:27:52]:
Very good. Yeah.
Lucas Underwood [00:27:53]:
Yeah.
Mike Carrillo [00:27:53]:
Thank you. I've been an IAPA trainer. Thank you for calling.
Lucas Underwood [00:27:56]:
Hey, I need to talk to you when we get done, because my dad is wanting to find a business coach for my brother.
Mike Carrillo [00:28:03]:
Okay.
Lucas Underwood [00:28:03]:
Because we feel like there's not. That he's not doing a good job, but, like, just, like, my business. I need a business coach to help.
Mike Carrillo [00:28:11]:
Oh, yeah.
Lucas Underwood [00:28:11]:
Stuff like that. So we're looking for a business coach.
Mike Carrillo [00:28:14]:
That we can trust in the family entertainment world. I got you there.
Lucas Underwood [00:28:17]:
All right, cool. Definitely make a recommendation for that.
David Roman [00:28:19]:
Perfect.
Lucas Underwood [00:28:20]:
I did not mean to derail that, but that was. I had no clue.
Mike Carrillo [00:28:22]:
That was really cool.
Lucas Underwood [00:28:23]:
Both been to IAPA.
Mike Carrillo [00:28:24]:
Yeah. That is small world.
Lucas Underwood [00:28:26]:
Yeah, absolutely.
David Roman [00:28:27]:
Anyway, you're at IAPA.
Mike Carrillo [00:28:28]:
Well, actually, not at IAPA. That's how much of a segue that was. We were in Vegas at a trampoline park convention. So, similar to this bunch of owners and trampoline parks get together. We're all standing around a circle. We host an event that evening. So we're all. We've all had some drinks, and we're standing in a big circle with a bunch of trampoline park owners, and we're all.
Mike Carrillo [00:28:46]:
We're all just talking, and they. The whole concept of waivers comes up, and waivers don't really protect you from anything, right?
Lucas Underwood [00:28:53]:
No, it's not.
Mike Carrillo [00:28:54]:
Not at all. So you can sign that waiver, but it's just to put in the customer's mind that, like, if it happens, I'm sorry.
Lucas Underwood [00:28:59]:
If.
Mike Carrillo [00:29:00]:
If things happen.
Lucas Underwood [00:29:00]:
No, you can say shit. Okay.
Mike Carrillo [00:29:02]:
I don't know if he said shit.
Lucas Underwood [00:29:02]:
Whatever you want.
Mike Carrillo [00:29:03]:
Oh, beautiful. It's got a lot more muffs.
David Roman [00:29:05]:
What do you want? No, no, do not do that. Earmuffs, kids. Earmuffs.
Mike Carrillo [00:29:08]:
Ear muffs. I'll say ear muffs before I swap. So we're there. Anything could happen in Trampoline park. Kids get hurt all the time. My son has broken his arm in Trampoline park. So they're all. Obviously, this is a concern of theirs and getting suede, and so they start talking about stories, and they tell this horrible story.
Mike Carrillo [00:29:25]:
It's hard. I'm not laughing at the story. I'm laughing at how an idiot I am. Okay, so they start telling the story of this kid who was at a trampoline park, and he's climbing up a rock wall, and unfortunately, whoever hooked him up attached his harness wrong. The kid falls out and breaks his neck and dies. And so everybody's like, oh, my gosh, that's the worst. And I. And I swear to you, I wasn't joking.
Mike Carrillo [00:29:50]:
But the words I said, the first thing to break the silence was, as a parent, how do you bounce back from that? And I still don't feel like it still hurts a little bit right now to tell people that, because. And here's the thing. I'm not even saying. I wouldn't say that normally, but it wasn't on purpose, and it was awful. It was awful.
Lucas Underwood [00:30:13]:
Oh, my God.
Mike Carrillo [00:30:14]:
Quite embarrassing. Luckily, they all laughed at me. Everybody did. Like, in my. They understood.
David Roman [00:30:19]:
So it's not that bad.
Mike Carrillo [00:30:25]:
I mean, his parents were there, right? Well, I think the thing is, most of the people there. I think most of the people there know me, and so I think there was an in between of, like, is he trying to be funny, or is he not? Yeah, it was. I mean, Aaron was there. It was very uncomfortable. Right? It was very uncomfortable. He knows it was.
Lucas Underwood [00:30:48]:
So my dad has a similar twang to myself, and. And he's always been very good at maneuvering out of situations. And in our family attraction, there is a room that's at a 45 degree angle, and it, like, throws you off when you go into it. Now, there's a lot of these, like, mystery spots that they say have, like, gravitational anomalies. This one has actually been investigated by the army corps of engineers. And there is something different about it, right. You can throw a ball through the middle of the room, and it dips in the middle of the room, right. And, like, if you're up on the roof of it, it throws you way off.
Lucas Underwood [00:31:24]:
It'll make you super sick. And so, like, there's definitely something different. Is it, like, 90% of us? Optical illusion. But there's definitely something weird about this.
David Roman [00:31:31]:
Sure.
Lucas Underwood [00:31:32]:
And so this lady falls, and my dad is sitting at the front counter watching tv and the monitors, and sees her fall and is like, we always record everything, right? And so he's standing at the front counter. He's got a cheeseburger in his hand, and he's, like, shoving this cheeseburger in his mouth. She comes out, and it's not like she's gonna die from her injuries, right? She just tripped and fell a little bit. And she comes out, and she's, like, limping down the hallway and everything else, and she's like, I fell. And my dad's laughing, spitting food out, tears. He's like, I know. I've got it on video. Come watch.
Lucas Underwood [00:32:07]:
And she shoots soothing shit out of there. She was so upset. It cost us, like, $250,000. And I'm like, dad, of all the things that, like, you could have said, like, he's like, well, I just want her to see it. I'm like, man, you gotta lay off the marriage. Funniest home videos.
Mike Carrillo [00:32:26]:
I swear to God, my mom could never survive in that industry, because she raised me to believe that there's nothing funnier than people falling. Yes. So she would do the same thing. Yeah.
Lucas Underwood [00:32:34]:
Yeah, absolutely. Do they have a. Do they have a family attraction follow up calls?
Mike Carrillo [00:32:41]:
Not yet.
Lucas Underwood [00:32:42]:
Oh, that's cool. Yeah, that's cool. My brother probably doesn't want to know about that.
Mike Carrillo [00:32:47]:
No, no.
David Roman [00:32:48]:
How would that even work? Like, you put in a ton of information, you think you signed the thing in there? Like, did you enjoy the bouncing last week?
Mike Carrillo [00:32:55]:
Well. So, for family entertainment. How's the bounce?
David Roman [00:32:58]:
My son died. He broke his neck. So, no.
Mike Carrillo [00:33:03]:
That'S one of the customers he would pull off his list. Like, don't call that guy. Trust me. It didn't go great.
David Roman [00:33:08]:
It didn't go well.
Mike Carrillo [00:33:11]:
Pretty dark, even for you.
David Roman [00:33:12]:
Yeah. That's kind of messed up.
Mike Carrillo [00:33:13]:
Yeah.
David Roman [00:33:14]:
Why'd you tell that story? That's messed up. We're sitting here laughing about it. This is terrible. I'm not laughing.
Mike Carrillo [00:33:21]:
How do you think I feel? I don't even get to edit this. Afterwards, you guys can make it look however you want. It could just be complete in utter silence after my story with no preamble bet.
David Roman [00:33:32]:
No. That takes a lot of work.
Mike Carrillo [00:33:34]:
Yeah, that would be a lot. Simply for spite. Anyway.
David Roman [00:33:38]:
Yeah. Normalize, publish. That's it.
Mike Carrillo [00:33:40]:
Yeah.
Lucas Underwood [00:33:41]:
Yeah, I'm with you.
David Roman [00:33:42]:
It is a lot of work.
Mike Carrillo [00:33:43]:
It is.
Lucas Underwood [00:33:43]:
It is. I. I don't know. What's the worst one you've ever gotten?
Mike Carrillo [00:33:50]:
What do you think?
David Roman [00:33:50]:
You already asked her that.
Lucas Underwood [00:33:51]:
Well, I know, but she didn't answer because we talked about something.
Mike Carrillo [00:33:54]:
Aaron, do you have one? I think that was the worst one. I think it was a thumb.
David Roman [00:34:01]:
They found a thumb in a trunk.
Mike Carrillo [00:34:03]:
I think they.
David Roman [00:34:03]:
We have found some things in trunks, let me tell you.
Mike Carrillo [00:34:05]:
Yeah.
David Roman [00:34:06]:
And then they get upset that we have to move it because we had to get a battery out or whatever. And you're like, hey, I'm sorry I didn't put that thing that you had sitting in your trunk exactly where you had it.
Mike Carrillo [00:34:17]:
We also didn't want to pick it.
David Roman [00:34:18]:
Up, so we didn't want to touch it. My text gets so mad if the trunk's full of junk, and it's like, hey, I need you to do this battery. Okay. Did you look at the trunk? It's like, okay, just pull it out, put it back in. It's fine. And then they don't arrange it exactly how the customer had it before. And they know it looked like it was just packed with junk, but they know. Then they got upset.
Lucas Underwood [00:34:44]:
The chick that wrecked in my hometown, good friend of mine, was a police officer, and they. They went to the record service that tows for us, and the owner said, like, hey, the police officer went to the owner of the tow yard and said, hey, go get all of her personal belongings out of the car because it's totaled. She's going to be in the hospital for a while. They need her cell phone. They need her medication. And so he goes out and he says, like, he comes back with this shocked look on his face and a bag of stuff, and he's like, what'd you find? He said, found all kinds of stuff, but I found a deal. Dope. He talks to explode.
Lucas Underwood [00:35:20]:
He's like, he's got speed bumps on it. A deal dog. This police officer worked for my parents, and he is like, the kid can sing exactly like Brad Paisley. Most beautiful voice you've ever heard. Chill. Funny.
Mike Carrillo [00:35:37]:
I don't think cops are supposed to be on the payroll, though, right?
Lucas Underwood [00:35:39]:
Well, so here he comes, right? And he rolls in and he goes to the hospital, and everybody there said it was the most uncomfortable thing ever. He walks in, he says, I found your cell phone. He sets her cell phone down, and he was probably trying to be funny, but he lays the cell phone down. He said, I found your medication, and I also found this. And he, like, touches it with the bag and, like, lays it down on top of her. She's laying in the hospital bed, and he said, looking back, that probably was not the best course of action for me to take, but, oh, dude, that sucks. Did not have his job for very long.
David Roman [00:36:14]:
He loses the job.
Mike Carrillo [00:36:15]:
Worth it.
Lucas Underwood [00:36:16]:
Yeah, I'm sure it was, but, I mean, could you imagine the look on her face? It's not mine.
David Roman [00:36:20]:
Why is she driving around with it?
Lucas Underwood [00:36:23]:
I mean, she hit five telephone cars.
David Roman [00:36:25]:
You like, we open some trunks, and.
Mike Carrillo [00:36:28]:
I'm sure it's just. All right, well, same question to you guys, then. What is the weirdest thing you've ever found in a car?
David Roman [00:36:33]:
Yeah. A purple one.
Lucas Underwood [00:36:35]:
Yeah.
Mike Carrillo [00:36:36]:
And be more specific.
David Roman [00:36:37]:
It was a dude's car.
Mike Carrillo [00:36:39]:
Oh, okay. I don't know.
David Roman [00:36:43]:
His car was also. His car was also. He brought it back for something else. So.
Lucas Underwood [00:36:47]:
Also an employee.
David Roman [00:36:55]:
I'm not here to judge. I'm just saying the guy brings it back in. We had to do a dash on that car, and it was loaded with roaches. And so I had just hired this tech, and I'm like, hey, man, I'm sorry. I'll bomb the car if you want me to. He's like. He's like, it'll be fine. I'll fight him off.
David Roman [00:37:13]:
And as he's. I mean, he's pulling the dash out, and they're just. They're crawling all over the place.
Mike Carrillo [00:37:19]:
Yeah, I couldn't handle.
David Roman [00:37:21]:
Yeah, I think I've got a video of it. We had to bomb a few cars, too. Like, roach bomb them.
Lex Sellers [00:37:28]:
Green, yellow, red. When you send the text out.
David Roman [00:37:32]:
Yeah, no, we've called. We've had a. In fact, I have one of her cars in my shop right now. She had a minivan and needed a fuel pump. The fuel pump is, you have to get to it from inside the vehicle. And I told her, I said, hey, I've got to clean out your car, and I got to spray the car before I can get in there. And she's like, okay, no problem. These people make a ton of money.
David Roman [00:37:54]:
The husband that works in the medical field, that's just how they live. Anyway, I think we threw two roach bombs in that vehicle just to kill what was in there. And then still, he still had to clean just inches of funk. So off the carpet, he was not happy just to get access to the panel to then rip it up. It's all crunchy and disgusting.
Lucas Underwood [00:38:20]:
I've had some bad ones, right? And the two that stand out the most is we had one. And dude left his truck forever. He was, like, in such a hurry, and I said, look, you got to pay for it before you pick it up. And we ended up having to hide the truck because he kept coming in the middle of night to try and get the truck, but we'd live right there, so we kept catching him, right? So I hid the truck. Whatever. And. And I had called the sheriff's department because he kept showing up, and they're like, hey, look, just take a wheel off of it. If you take the wheel off of it, the job's not complete.
Lucas Underwood [00:38:46]:
So by North Carolina law, he can't take it. And so that's what we did. We followed their orders. We got paid. The dad paid, like, three months later, paid the storage and everything. And so when I went out to drive that truck, I was. When you pull out of my shop, the. Like that turn off in that next sharp corner right there.
Lucas Underwood [00:39:08]:
I got. Right there. And there was a sheriff's officer that came up behind me, and I did not know that the tag was expired and it didn't have tail lights. So I stop, and I pull over to the side of the road, and he walks up, and he's like, hey, lucas, talk to him for a minute. He's like, what's that? And he shines the light down, like, between my legs. And a crack pipe. It rolled out underneath the seat. And I'm like, that's not mine.
Lucas Underwood [00:39:33]:
And he's like, oh.
Mike Carrillo [00:39:34]:
He goes, really? I've never heard that before.
Lucas Underwood [00:39:38]:
It's cool. The only other one, and this is a little bit different. Talk about nasty cars, right? And I think I've told this one before, this one. Like, it was the thing that set me up to say, I'll never work on nasty cars. And talk about crazy people leaving you reviews. This lady left me a bad review, and she eventually took it down. But. But crazy people do crazy things, right? And if they don't have money, they do even crazier things.
Mike Carrillo [00:40:03]:
Can't ask a bird not to sing.
Lucas Underwood [00:40:04]:
Exactly. And so she rolls up to my shop. This. She was working for the census. A family member recommended her. It's probably the fifth or 6th vehicle I took on as a shop owner, right? And so I'm like, yeah, sure, I'll get it running. And she comes in to. And I check her in, get everything taken care of.
Lucas Underwood [00:40:22]:
She leaves. He gives her a ride. I go out to the car, and I realize there's litter boxes in the back of the car. And I'm like, they've not been clean in a while, right? This is nasty. I start working on the car, and I'm looking for a vacuum leak. Had no clue what I was doing. I go over the whole car, like, the top of the engine intake, everything, and I make it all the way across, like, half a can of brake cleaner when I finally find a leak. But it's not a vacuum leak, it's a spark leak, right? And so the whole car goes up.
Lucas Underwood [00:40:49]:
I'm yelling at my employees to bring me a fire extinguisher, get the. They leave, and I go get the fire extinguisher, come back, you know, and. And I get the car running. I fix all the wires. I do all the stuff. The only thing wrong with the car at this point is that the brake lights don't work because the brake light switch is bad. And I mean, like, I've learned so much in the years I've been a shop owner. So I get the brake switch, I go to the cardinal, lay down in the floorboard of the car.
Lucas Underwood [00:41:16]:
I've got my head like this, right? And I'm putting the switch in, and I keep feeling like something sticking to my hair. And it felt like static. You know what I'm saying? Like, when you. Or, like, it sticks in the fabric. And I'm, like, pulling my head up. And so I'm. I'm like, whatever. And I, like, feel my hair.
Lucas Underwood [00:41:30]:
And I feel something on my hair. I just go on about my way. I'm not paid attention to the floorboard. I fixed the car. So she comes in, she gets the car. She puts the cats in the car. And I go down to the cardinal because she comes back in and says, there's a problem. Check engine lights on.
Lucas Underwood [00:41:45]:
Old piece of junk, right? I go down to look at the car. We're standing there talking. I figure out what the problem is. Fix the light. And we're standing there. She's in the car, and she's just sitting there. And all of a sudden she starts going and, like, this really weird, like, crazy coffee. And she, like, coughs this puddle of phlegm into the floorboard.
Lucas Underwood [00:42:06]:
And I'm like, oh, fuck me. Jesus Christ. She's like, what's wrong? And I'm like, right? And like, it made me sick. I realized what was on the back of my head, and I'm, like, reaching up here and filling the pack of my head stuff. I'm like, jesus, Jesus, Jesus, Jesus. You know, it was awful.
Mike Carrillo [00:42:28]:
I thought you're gonna say a hairball anyway, after the cat situation, so.
Lucas Underwood [00:42:31]:
And I, like, I've seen some rough stuff, and most of it doesn't bother me. Jacob, my. My cousin that worked for me, they call him 44. Kid orders a set of pants, right? And I'm like, he comes in, he's like, I wear 40 40 fours, and I'm like, bro, there is no way you wear 40 44. So he's like, no, no, I wear 40 44. No, dude, you don't. There's no way. He's like, I know what size pants I wear.
Lucas Underwood [00:42:55]:
I'm like, all right, man, it's gonna cost me $700. So what are these bad boys standing there when they come in and they're up to his chin? This is tall kid. Anyway, but like, I'm like, dude, you don't wear 40 44. She's like, I realize that now, but so, you know, he's working for me. He's not exactly the cleanest guy out there, right? And so we work on port a John pumper trucks, and one of them's in the bay, and it's dripping blue water, and I'm like, bro, that is leaking. Put a bucket underneath it. He's like, no, no, it's clean. And he would argue with a fence post.
Lucas Underwood [00:43:27]:
I'm like, bro, it's not clean. If it's blue, it means they've already pumped it out of something. He's like, no, they sprayed in, and it's blue. I was like, no, they spray water in, and they take a little pump, and they pumped the blue in. He's like, no, no, I promise. This kid comes to work for five days with clumps of blue and white chunks in the back of his hair, and I'm like, I don't even know what to do with this.
Mike Carrillo [00:43:50]:
Forever unclean.
Lucas Underwood [00:43:52]:
I know, right?
David Roman [00:43:53]:
I don't know.
Lucas Underwood [00:43:54]:
The blue stuff did kind of improve his odor a little bit, so, I mean, that worked out.
David Roman [00:44:00]:
Poor guy. Your poor cousin, does he listen to the podcast? Let's hope not.
Mike Carrillo [00:44:04]:
Let's hope not.
David Roman [00:44:05]:
44 45. See, that's a twang. He's telling you he goes into these places, and he's like, it's worked out.
Lucas Underwood [00:44:14]:
To your advantage some, hasn't it?
David Roman [00:44:15]:
How's that?
Lucas Underwood [00:44:18]:
I have literally seen people thinking about hitting you before.
Lex Sellers [00:44:24]:
Ooh, do tell.
Mike Carrillo [00:44:26]:
We've only met in person, like, once or twice, so I don't know.
Lucas Underwood [00:44:28]:
Yeah, it's a common thing. He gets people that threaten to hit him in the face all the time.
David Roman [00:44:33]:
That's true.
Mike Carrillo [00:44:34]:
He has a pretty punchable face, but he's never done anything to me.
Lucas Underwood [00:44:36]:
It's the chiclets. It's the chiclets punchable face, man. I don't know what it is. And, like, we get a ton of people threatening to, like, hit him in the face, and there's mornings that we, like, come to record, and I'm like, dude, like, just turn your face the other way so I'm not tempted. Right? Like, just look the other way from.
Mike Carrillo [00:44:57]:
Yeah, man, you guys are adorable.
Lucas Underwood [00:44:59]:
Were we supposed to talk about something in this?
David Roman [00:45:01]:
We did. Auto shop follow up.
Lucas Underwood [00:45:03]:
Yeah, it's pretty cool.
David Roman [00:45:05]:
What was that?
Lucas Underwood [00:45:05]:
I have no idea. I just saw it too. Yeah, the, like, desktop move back and forth. Well, it's probably Russia.
David Roman [00:45:14]:
I'm just worried that something got corrupted here, and then, hey, we just lost that entire recording.
Lucas Underwood [00:45:20]:
These two got corrupted.
Mike Carrillo [00:45:22]:
That's probably the only damage done here.
David Roman [00:45:25]:
He brought a lot to the table. Say that.
Mike Carrillo [00:45:29]:
I was gonna say no, that's fair, actually. That's fair. That's a fair assessment. Yeah.
David Roman [00:45:34]:
Anyway, sometimes some of these get a little messed up, and then it turns into a nightmare.
Mike Carrillo [00:45:39]:
I understand.
David Roman [00:45:40]:
We had a little disc that was. I was using older discs, and that was the problem, by the way. It was too slow for this machine here, and so it would just randomly cut out. So I'm in the middle of editing, and I'm watching the. Once you sync it to the. At the beginning, just run it through, make sure that the ends. Okay. I get to the end, it's all off.
David Roman [00:46:01]:
I'm like, okay. So I go back, fix it, and then I'm like, it should be good. And then I go back. Well, actually, it was Brett who goes, hey, something's messed up one of the recordings.
Lucas Underwood [00:46:14]:
Oh, I remember that.
David Roman [00:46:15]:
My. My audio's off. I'm like, what are you talking about, Brett? I look it up. I had posted it. I didn't even check it, and he was, like, all off. So, like, the last 20 minutes of his podcast.
Mike Carrillo [00:46:25]:
Oh, that's brutal.
David Roman [00:46:26]:
And I'm like, Brett, no one listens past the first, like, seven minutes. Anyway, it's fine. They just get through the. I'm sorry, 22 minutes. They get through the ads. They just get through the ads, folks. Make sure you listen to the ads. Anyway.
Mike Carrillo [00:46:41]:
Autoshopfollowup.Com wait, that's what I.
Lex Sellers [00:46:46]:
We were shopware first.
Mike Carrillo [00:46:47]:
Oh, yeah.
Lucas Underwood [00:46:48]:
Shopware integrates with auto shop follow up, and it works out very well. I mean, you know, why do you pay for auto shop follow up? Is it the entertainment of the employees? Is that what this is? Because, like, I'm realizing, do you know what happens when he gets your report? Like, we get these reports while we're on the road. You know what happens?
Mike Carrillo [00:47:09]:
Tell me.
Lucas Underwood [00:47:10]:
Dude just rages out. He's just like, they're so stupid.
David Roman [00:47:13]:
They're stupid, stupid, stupid.
Mike Carrillo [00:47:15]:
Stupidity.
David Roman [00:47:16]:
What are you talking about?
Lex Sellers [00:47:17]:
That is one of my favorite customer emails that I've gotten. It was from David, and it was in response. He just said, I'm so glad you guys talked to this person, because I would have lost it.
Mike Carrillo [00:47:25]:
Amen. My guess is you don't respond to the negative reviews in your shop, and you probably shouldn't.
David Roman [00:47:30]:
I do.
Mike Carrillo [00:47:30]:
Oh, you personally am, but you do.
David Roman [00:47:32]:
I get snarky.
Mike Carrillo [00:47:33]:
Okay, see, that's what I was worried about, actually. That's what I was referencing.
David Roman [00:47:37]:
These people are insane. I have one.
Mike Carrillo [00:47:40]:
What do you mean by these people?
David Roman [00:47:41]:
I'm telling you. What's.
Lucas Underwood [00:47:46]:
That wasn't politically correct. Oh, poor Noah, man. He misgendered someone at the shop he was at before, and he, like, this dude has PTSD. And, like, if there's somebody that has a potential, like, pronoun issue. Yeah, okay. He will not even speak to him. He's like, nope, nope, nope, nope, nope. He'll, like, cry over it.
Lucas Underwood [00:48:06]:
He had a really bad time.
David Roman [00:48:08]:
I had somebody leave me a bad review because they thought we hung up on them. And so I had to, like, go back and listen to what happened. And I mean, it cut off. Like, I have no idea what the hell happened. So I had to tell him, like, dude, I'm sure you were talking and you thought you were talking to somebody. We have 7 seconds. That's all we have. Sorry.
David Roman [00:48:26]:
I had one guy who said that I had him on the phone for 45 minutes trying to convince him to come to the shop. The phone call was six minutes long, and I just kept telling him, this is all I can do for you. Take it or leave it. That's. That was the conversation. This is what I can do. If you want us to do it, we can do it. If not, you can move on.
David Roman [00:48:45]:
Yeah, it was that repeated for six minutes. He said, I had him on the phone for 45 minutes. I took the entire transcript. Transcript, I remember that. Posted it on response. Here's the entire transcript. So you know what our six minute phone call comprised of? 45 minutes. Psycho.
Lucas Underwood [00:49:06]:
So, I mean, I guess the thing is, like, I get my follow up reports, and I looked because I want my clients to be happy. So I work to try and, like, make sure that we're. We're following. If there's an issue, I want to know and I want to fix it. It sucks. It, like, makes me sick.
David Roman [00:49:19]:
And I said, I don't flip out. Like, I just copy, and I send it to Juan, and I go, hey, there you go. That's it.
Lucas Underwood [00:49:26]:
You're going to be really surprised when Juan quits.
David Roman [00:49:29]:
Why would he quit?
Lucas Underwood [00:49:30]:
Because of that.
David Roman [00:49:31]:
He watches Hulu all day. Like, what job will you go to? You can watch Hulu all day. He's caught up on the bear, by the way.
Lucas Underwood [00:49:38]:
He's caught up good.
David Roman [00:49:39]:
I.
Lex Sellers [00:49:40]:
He's been there for a while now. Right?
Mike Carrillo [00:49:42]:
Well, that's because you spend 45 minutes a day on the phone arguing with customers, apparently. So when are you gonna get the chance?
Lucas Underwood [00:49:47]:
Yeah, but, I mean, like, I want to know, and I want to make things better, but, I mean, like, what. What's your purpose? I mean, like, if you really don't like your clients and you don't like them, but why do say these stupid things, Lucas? But I don't know. Because you just said they were stupid, stupid, stupid.
David Roman [00:50:09]:
That guy was nuts. That guy was crazy. 45 minutes. He brought us a car. He wanted us to put a stupid trailer hitch in. And I inspected the vehicle and said, hey, I got to order the hitch. I got to order the wiring. It's like $500.
David Roman [00:50:23]:
And he's like, you told me 150. It's 150 for me to install it. But you don't have the hitch, and you also need wiring. That's not $150. It's 150 you're putting in. See, there it is.
Mike Carrillo [00:50:37]:
Your shop sounds fun. That's what I get.
Lex Sellers [00:50:40]:
We need to do a lost customer. We need to do a lost customer call project for you.
David Roman [00:50:45]:
Oh, no.
Mike Carrillo [00:50:45]:
Do we have a podcast? Sponsor one, and we'll just call through all of your lost.
David Roman [00:50:49]:
They're lost for a reason. They can stay lost.
Mike Carrillo [00:50:53]:
There's lost, and then there's gone different.
David Roman [00:50:56]:
We have fire.
Lex Sellers [00:50:58]:
I'd love to hear why. This could be your mean tweet thing.
Mike Carrillo [00:51:00]:
I know.
Lucas Underwood [00:51:01]:
That would be legit.
Mike Carrillo [00:51:02]:
That's what's happening next.
David Roman [00:51:03]:
To know what's like. They don't like to know what's going on with their vehicles. They don't want to know.
Mike Carrillo [00:51:09]:
I'd rather get it.
David Roman [00:51:09]:
And they get upset that you've told them everything. They get up and here's the thing, we don't. I had one guy who said that we, like, invented pictures. Like, what are you talking about? He's like, it wasn't even pictures of my cardinal. And of course I had to come back and tell them, sir, we date and time stamp all our pictures and then on top of that, we don't call to sell you anything. You get a link and you can decline everything which you did and then left. So what the hell do I know? What am I pushing you towards? Why am I taking pictures of random vehicles just to have you not buy anything? How does that make any sense?
Lucas Underwood [00:51:47]:
I've had a realization. I'm just gonna be completely honest with you, dear. Being on the phone with you for six minutes feels like 45 minutes.
David Roman [00:51:56]:
Is that what it was? I had to repeat myself over and over again and again. It's like you.
Lucas Underwood [00:52:01]:
Yeah, that would have felt like 45 minutes.
David Roman [00:52:03]:
You don't wanna lie to customers so you can repeat what you know to be true. That's it.
Mike Carrillo [00:52:07]:
That's it.
David Roman [00:52:08]:
Just go back and forth and back and you just over and over and over again. Because what else are you gonna tell them? I'm not gonna tell you something that's not true and I'm not gonna tell you absolutely everything. So I'm just gonna repeat this over and over again. That's what I was with this guy anyway.
Mike Carrillo [00:52:22]:
You should teach a class on phone skills and marriage.
Lucas Underwood [00:52:29]:
His wife is a effing saint. Okay. And, like, he runs off at the mouth and she just looks at him and just shakes her head.
David Roman [00:52:38]:
I can run off at the mouth. What are you talking about? That's insane. Why would everyone. I just say a few choice things. People get upset. It's not my fault. They're upset because it's stinging to them.
Mike Carrillo [00:52:55]:
It's something inside them.
Lex Sellers [00:52:56]:
Yeah, that's what I'm hearing.
Lucas Underwood [00:52:58]:
Yeah.
David Roman [00:52:58]:
I'm just saying, they're just words. Don't get us so upset. They're just words.
Lucas Underwood [00:53:04]:
If you wouldn't call them.
David Roman [00:53:05]:
I do get it. I do get threatened all the time. It's constant.
Mike Carrillo [00:53:09]:
I mean, now that this has gone on for a minute, I can see that.
David Roman [00:53:11]:
Yeah.
Mike Carrillo [00:53:11]:
That's not like a total stretch. I still never thought about hurting you. I'm just saying I can see how someone could get there. That's all I'm saying. It's different.
Lex Sellers [00:53:18]:
It could be location.
Mike Carrillo [00:53:21]:
We're all pretty chill right now, but, yeah, if we were in a garage, it was kind of hot. I could see that.
David Roman [00:53:26]:
My employees don't want to hit me.
Lucas Underwood [00:53:31]:
Oh, my goodness. That's the best thing.
Mike Carrillo [00:53:33]:
I've always.
David Roman [00:53:34]:
I'm not mean to my employees. I'm nice to them.
Lex Sellers [00:53:36]:
You have Juan's number?
David Roman [00:53:39]:
I did get a little snippy with him the other day, and I apologize. I said I'm sorry I got snippy. He's like, you aren't snippy. It's fine.
Mike Carrillo [00:53:45]:
All right.
David Roman [00:53:45]:
You know why? Cause he's an adult. He's like, I'm a grown ass man. You can talk to me that way, and I will not get butthurt.
Mike Carrillo [00:53:52]:
And he cries in the shower at home, not at work.
Lucas Underwood [00:53:54]:
I know, right?
David Roman [00:53:55]:
What's that?
Mike Carrillo [00:53:55]:
I said, he cries in the shower at home, not at work.
David Roman [00:53:57]:
No, no, no. But you talk to other grown ass men, and they're like. They start crying like children. That's all I'm saying.
Lucas Underwood [00:54:06]:
So now you're gonna have Chris mad at us again? Okay, cool.
David Roman [00:54:09]:
Who's Chris? Which one's Chris?
Lucas Underwood [00:54:11]:
The one that worked for you.
David Roman [00:54:13]:
True. No, he was a big boy. You kidding me? He didn't care. He was like, okay, whatever. He was fine. I. Look, I can't. I can't hire babies if they start to act like a baby.
David Roman [00:54:27]:
I usually part ways very quickly, or I don't. It doesn't even get to that point. Like, I cannot. If you cannot handle constant ridicule, you can't come working for me.
Mike Carrillo [00:54:40]:
Honestly. Honestly, that's how I grew up. It's the same thing.
David Roman [00:54:43]:
Yeah, yeah. If I'm not. If I'm not making fun of you, then we have a problem.
Mike Carrillo [00:54:47]:
Honestly, we. I probably don't care for you that much if I've never made fun of you a little bit.
David Roman [00:54:51]:
Right?
Mike Carrillo [00:54:51]:
Like, truly? Because I wouldn't do that.
Lucas Underwood [00:54:53]:
Yeah, for sure. I'm the same way. It's okay. Yeah, you're just a little.
David Roman [00:54:58]:
You hit people.
Lucas Underwood [00:54:59]:
Who have I hit?
David Roman [00:55:00]:
You hit your employees. I know. We have you.
Lucas Underwood [00:55:03]:
No, the nerf dart hit them.
David Roman [00:55:07]:
The Nerf dart hit them.
Lex Sellers [00:55:09]:
Yeah, yeah, it's touched the place in them.
Mike Carrillo [00:55:11]:
The gun killed them. I didn't.
Lucas Underwood [00:55:12]:
Yeah, exactly.
David Roman [00:55:13]:
Hey. Worked for Alec Baldwin. He just got off.
Mike Carrillo [00:55:17]:
Yeah, he did. All right, question for you. For you two.
David Roman [00:55:21]:
Because, you guys, I was just holding it and pointing it, and also, I had my finger on the trigger, but he just did it. I don't know. I don't know how guns work. Apparently, if you take them and just point them at somebody. People die spontaneously.
Mike Carrillo [00:55:38]:
Thoughts on it. Yeah. I like Alec Bolton. He's a terrible person, so. I love him. He's hilarious.
David Roman [00:55:45]:
Honestly, he's a murderer.
Mike Carrillo [00:55:47]:
I know, but have you seen 30 rock? It's so good.
David Roman [00:55:51]:
It is.
Mike Carrillo [00:55:52]:
It's really good.
David Roman [00:55:53]:
That's what the judge said. I was going to send you to jail, but if you watch 30 rock.
Mike Carrillo [00:55:59]:
Can you introduce me to Tina Fey? Because then everything will be fine. We can see about letting this go. Yeah.
David Roman [00:56:04]:
Anyway, get out of here. You love. It's fine.
Mike Carrillo [00:56:06]:
Crazy guy.
Lucas Underwood [00:56:08]:
What was your question?
Mike Carrillo [00:56:11]:
All right, well, obviously, you guys. You do some coaching. You guys at least have strong opinions on things. If you could make him change something about his shop and how he runs it tomorrow, what would you change? If you could force him to change something about how he doesn't have. Runs a shop, communicates with employees, which one would you do?
David Roman [00:56:28]:
You know what he does? He hires people.
Mike Carrillo [00:56:29]:
Pleasers, and then they guess men.
David Roman [00:56:32]:
Ragged. It's not. It's not. Yes, men. But they're. They genuinely. They care, and they. I just want Lucas happy.
David Roman [00:56:39]:
Well, here's the thing. He is broken inside, and he was never going to be happy. And so it's. It's a constant, like. And so they run ragged trying to please him, and. And it's just little nuances because he's not doing it himself. He's got other.
Mike Carrillo [00:56:56]:
What would he do to change that, though?
David Roman [00:56:58]:
I don't. He needs to go away.
Mike Carrillo [00:57:01]:
Okay.
David Roman [00:57:02]:
That's probably pretty good assessment, medals. Yeah, he does. Because it's like, I got to see what's going on. He's reading the text messages. They all go to his phone, and you can just see him. He'll stop. It was like, I got a lot video doing this. You'd be like.
David Roman [00:57:19]:
Like, what happened? What text did you get? Well, customers texting about this, and then we went into this, and then. It's fine. I'll deal with it when I get back to the shop. Why? Why don't deal with it. It's fine.
Lucas Underwood [00:57:29]:
So.
David Roman [00:57:30]:
Yes. Poor guy.
Mike Carrillo [00:57:31]:
Yeah, it sounds terrible. That's not a way to live. We're gonna work on that.
Lucas Underwood [00:57:36]:
If I could change anything about David's operation, I mean, I think I probably. Step one is take care out of the name, right? Yeah, just rip that out of there.
Mike Carrillo [00:57:48]:
I'm pretty sure we've made that joke at the office. I'm not 100% sure.
Lucas Underwood [00:57:51]:
Yeah, definitely, definitely. I mean, I don't know. Like, if there was just, like, a way to. There again, probably to remove him. Seagull manager. He comes in, like, there's videos of this. Him coming into his shopping.
David Roman [00:58:05]:
Like, I was up. This lady was getting mad because I was charging. She was like, oh, that air filter is too expensive. It was $50 to put an air filter. Okay, now, we've already taken it out once, just inspected, and we're putting it back in. And then we try to sell it, and they buy it sometimes. They do. They sometimes.
David Roman [00:58:22]:
And she's like, yeah, $50 is a lot. And I was just trying to explain to my employees that this. This air filter was like oil was extracted out of the earth and then formed into plastic, and then they had to chop down trees and then create these pleats and then form it all together and then ship it across the entire world to then arrive, to then put into this guy. But that. That $50 is just too much for all that. It should be cheaper. That's insane. See, you got me riled up again.
Lex Sellers [00:58:57]:
Anyway, I like how you educate your customers, though.
Mike Carrillo [00:59:00]:
Yeah. I mean, that is key.
Lucas Underwood [00:59:02]:
That is what the conversation sounded like.
David Roman [00:59:04]:
No, I didn't. I didn't talk to the customer. They just. They came back and told me, and that set me off. Anyway, I had a hat with the. What did Jeff Compton call? Anyway, I had little pom pom. Little pom pom thing in there. Yeah.
David Roman [00:59:18]:
And so I was screaming the flipping around, and it was, like, kicking stuff or whatever. And one of my texts decided he was gonna record me mid rant. I didn't know what was going. You know, I'm just screaming that this customer that I found it absurd that they thought $50 was too much to put an air filter in their car, whatever. And he thought it was be funny to record and then post it on Facebook, and then you should see the comments. I couldn't work for someone like that. That guy's unhinged. You thought I was screaming at somebody, like, an employee or whatever.
David Roman [00:59:52]:
Hilarious. Anyway.
Lucas Underwood [00:59:57]:
Do I need to clarify.
David Roman [01:00:01]:
The text? Laughing as he's watching because he thinks it's so absurd that I've got this pom pom just flopping around as I'm, like, screaming already kicking things.
Lucas Underwood [01:00:11]:
The, you know, the story that we've not talked about in a while. The Kansas City chiefs went to the Super bowl, and I heard about that, and someone's.
David Roman [01:00:26]:
A long time ago, someone hit somebody with my car.
Lucas Underwood [01:00:34]:
What he's leaving out is he's yelling at his kid.
David Roman [01:00:39]:
I was yelling at, I think was you or.
Lucas Underwood [01:00:40]:
No, you were your kid was in the backseat. You were mad because Christie said, hey, let's put on Kansas City chief uniforms. And you said that there was no team spirit in that or something to that effect. And you were upset because loyalty is important.
David Roman [01:00:55]:
We don't cheer the chiefs on deadbeat team.
Lucas Underwood [01:00:59]:
And so be like, whatever's going on.
David Roman [01:01:02]:
So just to fit in, you're gonna throw her in some chief's outfits.
Lucas Underwood [01:01:06]:
One of the kids is in the car.
Mike Carrillo [01:01:07]:
What else do you have to wear to fit in later in life? What are you doing?
Lucas Underwood [01:01:09]:
I'm, like, whack. And he, like, slams the car in front of him, like, screaming and cussing about this.
David Roman [01:01:20]:
That wasn't scream, man. Cussing. I was just. Wasn't paying attention. I was telling him this. So I don't. I play on my phone while I drive, and I do that.
Mike Carrillo [01:01:30]:
It's just frowned upon, we should say, for the listeners, that's frowned upon.
David Roman [01:01:33]:
Right.
Mike Carrillo [01:01:33]:
But what is it these days?
David Roman [01:01:34]:
Safe and legal manner, folks. Anyway, I play on my phone, and I drive slowly.
Lucas Underwood [01:01:39]:
You know, the person that doesn't, like, after everybody's blowing the horn and gone around the car at the stoplight. Yeah, that's David.
Mike Carrillo [01:01:45]:
Okay.
David Roman [01:01:45]:
Yeah.
Mike Carrillo [01:01:46]:
So he's a cautious driver.
David Roman [01:01:48]:
Yeah. I'm making sure that there's nobody else coming anyway. So I drive slow, and, you know, I say out of people. I try to stay out of people's way. I don't like being in traffic or whatever, because I'm not paying attention. My wife decides, she's like, hey, we're gonna go to Illinois, which is, like, a six hour drive from where we're at, and we're gonna go visit some friends, whatever. I hate that drive. It is the worst drive in the whole wide world.
David Roman [01:02:14]:
It's flat. There's nothing there. It's miserable. You've seen it a thousand times. I just. I hate that drive. And so I'm like, I'm gonna go at a brisk pace. Legal, but brisk pace, okay?
Lucas Underwood [01:02:27]:
That's how I drive.
David Roman [01:02:28]:
And so I was gonna drive like Lucas. And so, you know, I put my phone. I'm not gonna play on the phone. I'm gonna pay attention. And, oh, man, I almost lost it a thousand times. People just clog in the left hand lane. Like, they pull over just to slow down. They don't speed up with your right on top of them.
David Roman [01:02:50]:
Like, what do you think is happening here? I'm barreling down on you in this minivan, and you're like, what are you doing?
Lucas Underwood [01:02:59]:
Get out of the way.
David Roman [01:03:03]:
I couldn't do it. I can't. Like, I would. My blood pressure would be through the roof if I drove like this all the time. How do you do it?
Mike Carrillo [01:03:11]:
I think you should get it checked anyway. I'm just gonna. Spot on. Yeah. Okay.
David Roman [01:03:16]:
Perfect.
Mike Carrillo [01:03:16]:
Good.
Lucas Underwood [01:03:17]:
But now, listen, we don't talk about the thyroid, okay? We just. We monitor the. The. We monitor the growth on the camera.
Mike Carrillo [01:03:24]:
Uh huh.
Lucas Underwood [01:03:24]:
That's why the camera's placed where it is.
Mike Carrillo [01:03:25]:
No, that makes sense. Okay.
David Roman [01:03:29]:
Yeah, it's messed up. It's a bad. It's a bad thyroid. It is. It's messed up. Everybody should get the thyroid checked it.
Mike Carrillo [01:03:37]:
Yeah.
David Roman [01:03:38]:
Cause all sorts of problems. I'm just saying.
Lucas Underwood [01:03:40]:
Just saying that it's swelling up and getting bigger.
Mike Carrillo [01:03:42]:
Yeah.
Lucas Underwood [01:03:43]:
Not a good sign.
Mike Carrillo [01:03:44]:
That's why I learned how to check mine on my own.
David Roman [01:03:46]:
What? Yeah.
Mike Carrillo [01:03:49]:
You see what I did there?
David Roman [01:03:53]:
Anyway, I'm just saying I would lose my mind driving as aggressively as you do.
Lucas Underwood [01:03:58]:
No, dude. No, dude.
David Roman [01:03:59]:
Look, look.
Lucas Underwood [01:03:59]:
You push. If you ain't rubbing, you ain't racing. And so you just gonna tap on somebody?
David Roman [01:04:05]:
There's just a love tap. What do you think's gonna happen?
Lucas Underwood [01:04:07]:
Yeah, it's a little bumpy, Bowie. Bump.
David Roman [01:04:09]:
Just a little.
Mike Carrillo [01:04:10]:
Pull one across their bow. You know, just throw a little scare into them.
Lucas Underwood [01:04:12]:
I'm gonna tell you what. I've never seen somebody like you. The cool thing about riding with David is, is because he's so focused on his phone, he's not paying attention to what I'm doing. So he's usually pretty chill.
David Roman [01:04:22]:
Now.
Lucas Underwood [01:04:22]:
I've lost my temper a few times, and jumping the rental car in Mount Pocono was probably the only time that I think I've scared him. Like, I saw his face change his.
David Roman [01:04:32]:
Are you an aggressive driver? You seem like you drive that quickly.
Mike Carrillo [01:04:36]:
I actually don't. I'm a pretty chill driver, I think. I mean, I can drive. Okay. Not compared to him. Here's this.
David Roman [01:04:41]:
What?
Mike Carrillo [01:04:41]:
You don't. I'm probably the most aggressive.
Lex Sellers [01:04:45]:
Yeah. It doesn't count in a minivan. That's your problem. Nobody takes you seriously driving like that in a minivan.
David Roman [01:04:52]:
See?
Mike Carrillo [01:04:52]:
Really true.
Lex Sellers [01:04:53]:
Yes.
Mike Carrillo [01:04:54]:
No. And you're invisible to the police. You guys should write this down, actually. This is.
Lucas Underwood [01:04:57]:
This is really great advice. Really great advice.
David Roman [01:05:00]:
I'm invisible to the police.
Mike Carrillo [01:05:01]:
Oh, yeah. In a minivan.
David Roman [01:05:02]:
A white minivan.
Mike Carrillo [01:05:03]:
Yeah.
David Roman [01:05:03]:
On top of that. Yeah.
Lucas Underwood [01:05:04]:
Well, so the. The previous executive director of Asta in North Carolina, we were in Chicago, and it became clear that we had to make it from, like, downtown Chicago to, like, northwest Chicago at 05:00 p.m. during a weekend when there's a ballgame at Wrigley Field. And, like, it's Friday night, right?
Mike Carrillo [01:05:26]:
Yeah.
Lucas Underwood [01:05:26]:
So we had to do it an hour, and it's, like, 04:00 and so we got there. Right. But when we got out of the car, she couldn't walk. And she's, like, holding on to things. I'm like, yo, are you okay? And she's like, that was really scary.
David Roman [01:05:38]:
You drive like a psycho.
Lucas Underwood [01:05:40]:
And her son was in the back. He thought it was cool.
Mike Carrillo [01:05:42]:
Aaron and I, if we travel for, like, we'll drive up north or anywhere in mountains, and he just has to take a breather after we're done. Cause I stress him out, apparently. That said, I've only ever gotten one ticket. It was a photo radar. It was definitely a speed trap. I've been pulled over probably 20 times in my life. I've never been handed a ticket.
David Roman [01:05:57]:
I got it.
Mike Carrillo [01:05:58]:
Oh, I can talk, baby.
Lucas Underwood [01:05:59]:
I got a saying to them.
Mike Carrillo [01:06:03]:
I don't respond the way you do. I'll tell you that. Give you some pointers, though.
Lex Sellers [01:06:06]:
Uses a twang.
Mike Carrillo [01:06:07]:
Yeah. There's always a twin. Yeah, yeah, yeah. I was heading down to the Walmart.
Lucas Underwood [01:06:14]:
Yeah, exactly.
Mike Carrillo [01:06:15]:
Yeah.
Lucas Underwood [01:06:15]:
In Walmart.
Mike Carrillo [01:06:16]:
Yeah. We're gonna go shoot this afternoon. I don't know.
Lucas Underwood [01:06:18]:
Yeah, Walmart, Walmart.
David Roman [01:06:20]:
Seriously, what are you saying to them?
Mike Carrillo [01:06:22]:
I'm always just wildly nice and admit whatever I did wrong. Yeah. I never get it.
David Roman [01:06:27]:
Oh. I don't know why you're pulling me over, officer.
Mike Carrillo [01:06:31]:
Yeah.
Lucas Underwood [01:06:31]:
Scifi. I don't know, man. I got that 135 miles an hour ticket in Walmart parking lot, and they didn't end up giving it to me. And so that was good. That's pretty strong. I got a couple. I got a couple of rough ones.
Mike Carrillo [01:06:42]:
I got pulled over going 95 just. Just before the border of Mexico. And it's 45.
Lucas Underwood [01:06:47]:
Not a good place to do that.
Mike Carrillo [01:06:48]:
Still didn't get a ticket.
Lucas Underwood [01:06:49]:
Yeah, that's not a good crap.
David Roman [01:06:51]:
I got, like a 42 35.
Mike Carrillo [01:06:54]:
Yeah.
David Roman [01:06:54]:
It cost me $250.
Mike Carrillo [01:06:55]:
It might be that talking about.
David Roman [01:06:57]:
No, no. I was test driving a customer car. They pulled me over because they thought I was. There's a spot in town where the. All of a sudden, this. The speed drops. It's a speed trap. That's what it's there for.
David Roman [01:07:09]:
And I was not paying attention, and I was going a little quick. And the consequent.
Mike Carrillo [01:07:14]:
Yeah.
David Roman [01:07:15]:
No, I'm just saying, like, I never get out of anything? You kidding me? It's ridiculous.
Lucas Underwood [01:07:19]:
So when I was growing up.
David Roman [01:07:21]:
I'm taking all your tickets, is what I'm saying.
Mike Carrillo [01:07:23]:
Yeah, I know they're going somewhere.
Lucas Underwood [01:07:25]:
When I was growing up, that's the average out I had. You know, my uncle that drove a truck, I end up in a big truck with one of his friends. And I always wondered, like, you know, truckers have a different name on the radio. They don't use their real name, so they go by name. I always wondered why they called him road rage, right? And I will never forget that. I woke up at 03:00 in the morning, and dude was screaming, right? It might have been the meth, I'm not sure, but he was, like, screaming and yelling and, like, a big motor like that, like a 13 liter went it. When it gets into its power band and it's, like, pulling, you know, it's pulling, right? Like, there's no doubt about it. And so, like, I stick my head out and run.
Lucas Underwood [01:08:02]:
His name was Ron, and he is standing on the accelerator, and he's bent the steering wheel, and the steering wheels, like, bent up, and he's like, pulling the steering wheel, and I'm like, yo, what's going on? I look up, and they had tape decks over top of the, like, over top of the roof. Dude had shoved his hand in the tape deck, and there's blood dripping down the dash because he's like, got ahold of this tape deck, and it's cut his hand all. And I'm like, all.
David Roman [01:08:23]:
That was a math, by the way.
Lucas Underwood [01:08:25]:
I'm like, yo, you okay? And he's like, man, the bitch won't get out of the way. And I'm like, dude, I don't see nobody. No, no, she won't get out of the way. And he jerks the truck to the side, and he's turned a car sideways in front of the truck, and he's been pushing her to the tires and wheels are worn off the car. And I'm like, yo, I think I'm gonna ride with somebody else, bro. Like, let me out of this. Never forget that.
Mike Carrillo [01:08:48]:
That was a little terrifying.
Lucas Underwood [01:08:50]:
Yeah, I switched. I switched vehicles. I was in before the police showed up. Had nothing to do with that. Rowdy, that's the next level, right?
Mike Carrillo [01:09:00]:
That's a scene.
Lucas Underwood [01:09:01]:
Yeah, but he did earn the name.
Mike Carrillo [01:09:03]:
Yeah, that's fair.
David Roman [01:09:05]:
Aggressive driving is not for me, is.
Lucas Underwood [01:09:07]:
All saying, just dear driving is not for you.
David Roman [01:09:10]:
If I could. You know, the problem with these. Some of these vehicles, I mean, it's it's cool stuff.
Lucas Underwood [01:09:16]:
The rest of the square cup holders.
Mike Carrillo [01:09:18]:
Right.
Lucas Underwood [01:09:18]:
That's a real problem.
David Roman [01:09:19]:
Yeah. I don't know. I can't deal with some of this garbage, and so I have to deal with having to drive myself. I can't do the autonomous thing, so. All right.
Lucas Underwood [01:09:29]:
So in closing, I just fully autonomous, like robots.
David Roman [01:09:34]:
I just get in the car and go, hey, I need to go to work. And it takes me there.
Lucas Underwood [01:09:37]:
You know, there's a whole thread about robots in you, in the H vac technician group.
David Roman [01:09:42]:
Robots and me. Why?
Lucas Underwood [01:09:45]:
I made a post about you. I just have.
David Roman [01:09:49]:
Did you misrepresent things I said? I feel like you did. You normally do.
Mike Carrillo [01:09:53]:
It doesn't sound like something he would do.
Lucas Underwood [01:09:54]:
Nah, nah, it's fine. It's fine. You'll be okay. Hey, listen, man, I just leave the part out about your people in the face fucking that group. Okay. Anyway, so I guess the big question I have in the closing of this here podcast is we should probably take a vote. Do you think more people are going to be upset that we didn't stay on any topic or talk about anything automotive or do you think people are going to talk about cars?
David Roman [01:10:20]:
We talked about cars a lot. What are you talking about? We found. What'd you call them?
Mike Carrillo [01:10:24]:
In case I didn't mention it? I drive a car.
Lucas Underwood [01:10:26]:
Deal those. You got it. You got to deal those.
David Roman [01:10:29]:
You talked about that in cars. Roaches in cars. Phlegm.
Lucas Underwood [01:10:33]:
He's right.
David Roman [01:10:34]:
In cars.
Mike Carrillo [01:10:34]:
Talk about following up on cars.
David Roman [01:10:36]:
Following up? Yeah, about cars.
Mike Carrillo [01:10:39]:
Getting upset about customers. About cars.
Lucas Underwood [01:10:41]:
Yeah.
Mike Carrillo [01:10:43]:
I'm not actually sure how much we. More. We could have talked about cars.
Lucas Underwood [01:10:46]:
Yeah. Yeah. I mean, we didn't. We didn't bounce. It wasn't like. What was it they said the other day? Hurting cats? I'm not hurting cats. I like cats. I'm not gonna hurt a cat.
David Roman [01:10:56]:
Who said that?
Lucas Underwood [01:10:57]:
Somebody said we were hurting.
Mike Carrillo [01:10:59]:
How about we just let the cats chill and be themselves, you know? Let's just leave the cats the hell alone for one. That's what I'm saying.
Lucas Underwood [01:11:04]:
No hurting.
Mike Carrillo [01:11:05]:
I think that's the closure we were looking for.
David Roman [01:11:07]:
There you go.