Subscribe
Share
Share
Embed
Power does not always come from pushing harder. Sometimes in life and in business, the smartest move is to slow down so you can move forward with control, clarity, and intention. Just like a great driver, growth means looking ahead, preparing for the climb, and knowing when it is time to change gears.
Ashley Kaplan [00:00:00]:
It's so rare that everything is working perfectly in the shop. There's always something going on.
Tonnika Haynes [00:00:05]:
Oh, my God. Wrench, monkey, Wrench. Monkey and wrench are like, oh, look, my aro is up. Yeah. Did you know the tire machine just broke? Good, too, Mike. It's always something.
Coralee Zueff [00:00:15]:
Welcome to Downshift with my sis, Tanika Haynes.
Ashley Kaplan [00:00:19]:
We all know as shop owners, sometimes you gotta slow down in order to speed up. And that's what this podcast is all about.
Coralee Zueff [00:00:27]:
It's time to downshift.
Tonnika Haynes [00:00:35]:
I've had a Friday is Friday I've ever Fridayd, which is a good Friday. I've had a good Friday. I got up and washed my hair and did it and put on makeup and clothes and just sat around the house.
Ashley Kaplan [00:00:48]:
Yes.
Tonnika Haynes [00:00:48]:
I ain't going anywhere. This is about me today. But I'm like, I was just telling Corlee that I'm freezing, because that's what I do now. I'm always cold.
Coralee Zueff [00:01:00]:
Good thing you're not in Canada. What's the temperature there right now?
Tonnika Haynes [00:01:04]:
Well, it's been crazy. We've had, like, temperatures in, like, less than 20 for, like, the last two weeks, and that's not normal for us. So now it's 50 degrees outside. Now it's normal. It gets up to, like, 60. And that's north Carolina weather because our snow. We had snow and ice two weeks in a row, two weekends in a row, and it stuck around. So there's still piles of snow, and I'm not used to that.
Tonnika Haynes [00:01:24]:
I know you're used to it.
Coralee Zueff [00:01:26]:
Our snow is not here. It's lost.
Tonnika Haynes [00:01:28]:
So it's lost, y'.
Ashley Kaplan [00:01:29]:
All.
Tonnika Haynes [00:01:30]:
It was down here. Yeah. Come get it. Come get your snow.
Coralee Zueff [00:01:34]:
We can barely open up our snow, like, our hills for skiing and snowboarding here because we don't have snow.
Tonnika Haynes [00:01:40]:
Well, I know where is that, and you can come get it. Sounds good as cold. I don't even have a coat for that kind of weather. Like, I have coats because they're cute, but not, like, a coat to keep me warm. So it's just like, run to the car, Run to the building. We're about to die. We're gonna freeze it up anyway. So do introductions for the people that have no idea who you are because they're currently living under Pebbles somewhere.
Tonnika Haynes [00:02:05]:
You have to tell the world. Yeah, not on the socials. They're not following the buckaroo. Bob, tell everybody who you are and what you do.
Coralee Zueff [00:02:13]:
Oh, are we starting right now, then?
Tonnika Haynes [00:02:15]:
Yeah, girl, I've already started.
Coralee Zueff [00:02:16]:
Oh, okay.
Tonnika Haynes [00:02:17]:
This is Very unprofessional.
Coralee Zueff [00:02:19]:
Oh, I see. I thought we were just doing our warm up chat, talking about being cold and warm and then this is going
Tonnika Haynes [00:02:25]:
to be the whole thing. The whole time we're just gonna be talking.
Coralee Zueff [00:02:29]:
Ah. My name is Coralie Zuef. For any of you who don't know me, if you see me on social media, I might be going by Coralie Hubenig because that's my married name, but I go by my maiden name professionally and. And I like it better. Less letters. I get to confuse everybody with the zed versus the Z. When I spell it.
Tonnika Haynes [00:02:51]:
I did know how to pronounce it, so I'm glad you said that because I'm still gonna just call you Coralie.
Coralee Zueff [00:02:56]:
Sounds good. Doesn't. No, doesn't have to be a Miss Zoo if. No, I'm good with that.
Tonnika Haynes [00:03:00]:
Okay, good. All right.
Coralee Zueff [00:03:02]:
Yeah. And let's see, I've. I've been in the automotive industry for, let's see here, like 24 years now. It's funny, I see people on there who've said they've been in for 10 years. I'm like, oh, that's so cute. I remember that baby.
Ashley Kaplan [00:03:18]:
Yeah.
Coralee Zueff [00:03:18]:
Then I have to count the years. Count, you know, candles on the birthday cake, I guess.
Tonnika Haynes [00:03:24]:
So what did you start off as? Like, I've seen you like, around race cars and stuff like that. Like what, you've been doing everything? Like everything?
Coralee Zueff [00:03:32]:
Yeah, I think I pretty much did everything. So I. So if we're going way back when, like when I got started in the automotive industry, I think like, like some of us is by accident, right? So I had no idea what I wanted to do. When I was in high school, I was thinking about going into law because I like to talk and argue my point and, and I was okay with paperwork, so I was thinking about that. But I was a car enthusiast. I was the kid who really liked Dodges in high school. So I had the hat and the bandana and, you know, took Polaroid pictures of the cool ones in town. And I saw a poster on the door at school, and it was for the Automotive Technician Foundations program.
Coralee Zueff [00:04:13]:
And here in Canada, that is your first step to becoming a red seal technician. So something clicked. I was like, I should take that. And even if I don't wind up being a technician, I'm still gonna learn a ton of stuff.
Tonnika Haynes [00:04:27]:
Okay, cool. So that you kind of mimic just a little bit if I'm wrong. Ash, Ash's story, like, she started young in the automotive industry and Ash, for the People that still live on a rock and act like they don't know who you are. You can tell a little bit your story because I think you guys mirror each other a little bit.
Ashley Kaplan [00:04:45]:
Yeah, there's definitely some similarities. When you mentioned you hear people that are in an industry for like 10 years, you're like oh that's cute. I had to think for a second and I was like, I mean I guess I've been legally collecting a paycheck for 12 years but I've been in it for 27 years so I don't know how to answer that. I grew up in it, so it's all I've ever known was construction and cars and similar to you, I, because I grew up in it. I was working on cars a lot as a kid and I was heavily involved in racing and stuff and my dad was a technician for some time. So I spent a lot of my formative years in shops and hanging around mechanics and so I thought I was not going to follow, you know, and like do automotive and so I tried college. I'm three to four officially like four time college dropout. Thought I was gonna go like the career route outside of the industry.
Ashley Kaplan [00:05:43]:
But yeah, no, I just kept getting sucked back in and then I did go through school. I've been to tech school twice so I love it. But yeah, very, very similar.
Coralee Zueff [00:05:54]:
Yeah, I wouldn't go with dropout, I'd go with you know, you decided it was something that wasn't for you and didn't invest any more time in it.
Ashley Kaplan [00:06:01]:
I always think they're like reactions though when I say like college dropouts. Sometimes people are like oh wow. Like well I just, when I realized this wasn't for me anymore, why continue wasting money on it when I could go grind and make money? So and I'm, I'm very adhd so like I'm very interested in something and I learn enough about it and then I'm like okay, I'm done. On to the next thing. Yeah, very much
Tonnika Haynes [00:06:26]:
so. Like we were in, what was it? Awia Amazing Women in automotive. On that little group chat that we do once a week. I don't know if it's every other week. I can't keep up with anything. But corly you had the greatest idea of another book because you already have two. Is it two books or three?
Coralee Zueff [00:06:44]:
It's two. I guess it's one and a half and then the second one comes out in March so we're getting to two. But now already I'm going okay, what can we do for the next one.
Tonnika Haynes [00:06:53]:
Well, that was a great idea. Like, I think we're going to share stories. Well, what about we, like. Because I'm going to take over, right? So she. Well, go ahead, explain. Explain it.
Coralee Zueff [00:07:03]:
So it. This has been something that's been on the back burner for quite some time, and that's getting together people's stories. I was thinking at first from, like, various trades for, you know, put somebody who's involved in carpentry and painting and plumbing and electrical and automotive all together in one story, and that would be a great resource for high school students thinking about going into trades. And then I was teaching the service advisor foundations program last Saturday in California, and there was some females who stuck around after the class because they wanted to talk about all the different paths that you could take in automotive and what's available to them. And I was like, there's so many great stories already that I know of in automotive. We should just put together that as a book for resources for people who are in automotive and who want to get into automotive. And I think it would be awesome to. Because we all have different stories, right? Like, you guys both mentioned being raised in automotive, and some of us wind up here by accident and, you know, trying out different things or do we stick with it and not go anywhere else? So I feel that would be fabulous for people who want to see what different roads we're all taking and what we're also looking forward to in the future.
Tonnika Haynes [00:08:22]:
Yeah, I think. I think it's going to be cool because I know that when I visit the automotive classes here at Chapel Hill High School, those young ladies are so excited, but I think they just don't know where they can start or where they can fit in. Like, maybe they all think that they have to be wrenching. And that's not true because service advisors, women as service advisors, I think, are awesome. Ash, you're awesome. Service advisor. That's taken a completely different route. And now you're doing the mobile service advisor.
Tonnika Haynes [00:08:50]:
So that's really cool. So I think women really strive behind the counter Service advisors. We got the emotional intelligence, the listening skills, you know, de. Escalating tense conversations and things like that. So I'm. I'm here for it. Because if we can share the stories and, you know, help a young lady make a decision that will. That would just be so awesome.
Tonnika Haynes [00:09:10]:
And plus, we get to say our name in print. That would be cool too.
Coralee Zueff [00:09:14]:
For sure. Then I was thinking too, it could, like, because it's hard to divide, like the profits from a book up into 15 different ways or something like that. Right. So I was thinking then the profits from that could go to like a scholarship or something, something like that. So that we'd be able to bring, you know, fund somebody's training as well.
Ashley Kaplan [00:09:33]:
Right.
Coralee Zueff [00:09:34]:
Because I'm. That's a huge hurdle as well. Again, a few of these people in the class, it took the sales rep to go talk to the boss so that they'd be able to send their staff member, their service advisor for training. And not only did they attend training and you know, learn the stuff that I was talking about, but it was so cute because a few of them were like hugging afterwards. Like they became friends in the class as well. So they were able to connect because they hadn't never seen another female, you know, in their position as well. So that was, that was super awesome and heartwarming.
Tonnika Haynes [00:10:07]:
That is so cool. I guess not a lot of us. Anyway. I feel like Ash is like my. She calls me her automotive auntie, which I think is funny. The conversation we had there was 30 females in that zoom call the other day. And sometimes I get a little loud and obnoxious in the things that I say. But I really, truly believe that we need more of that community no matter what age.
Tonnika Haynes [00:10:31]:
You know, we can start with the young people and they can find their community, they can find their village. That would be awesome too. But even amongst ourselves who are currently in the industry have been in there for 20 plus, 30 plus, I'll leave it at that, years. Oh, y' all getting old. That will be helpful because I always say that I wish I had someone like you or Ash to talk to when I was 20 something years old coming up in this male dominated industry. And I've never dealt with too much male chauvinistic pigs, but they're out there and we need to help our young ladies work past that and have a community where they can come and speak freely and check themselves. Because we want to make sure that if we're going through something that it's not just us going through stuff and being over emotional. Want to make sure that we feel protected in our workspace, but also that we're, we're doing our jobs too.
Tonnika Haynes [00:11:26]:
So, you know, a little automotive auntie for the young people would be so cool. I should make a Facebook group, Automotive Aunties for the young folks. And I'll invite all you guys in there and you have to foster a kid in the industry. She has to be your mentee and you have to auntie Her.
Ashley Kaplan [00:11:45]:
So when are you gonna start this?
Tonnika Haynes [00:11:46]:
Oh, my God. I'm not starting nothing else, girl. I've got you and Katie and a couple more and I'm good. I'm auntied out. I'm not. I love it. I love it. So, Corlee, question.
Tonnika Haynes [00:11:59]:
So we're talking about young people. We're talking about being in the shop. If you could talk to the young tyke, Corlee, the younger version of yourself walked into your business, walked into your space today, what would you pull her aside and say, like, what would you say? You say, hey, girl, don't do it. Run. Like, what would be your advice to her?
Coralee Zueff [00:12:21]:
Oh, that's a tough one. I think, like, going back, I didn't go from like, okay, you know, starting as a technician and then, oh, I'll just go be a service advisor again. In school, that option wasn't presented to me, so I was like, maybe I'll try car sales. So I tried, like, these few different things before I actually found my way to the service advisor space and realized that that was the perfect fit for me. So I feel like we could streamline that process a bit better if I was talking to my younger self, just
Tonnika Haynes [00:12:55]:
like, make a decision. But no, because if you didn't go through all of that, like, would you really be who you are?
Coralee Zueff [00:13:00]:
Ah, that's right, too.
Tonnika Haynes [00:13:02]:
Yeah, That's a good one.
Coralee Zueff [00:13:05]:
I took a bit time off, like, you know, after car sales. Cause that wasn't for me either. And, you know, I worked at a water park for the summertime, like with water slides and stuff. So I don't think I got anything from there except for free tickets to going to the water park.
Tonnika Haynes [00:13:21]:
Customer service skills or something. Something came up out of there.
Coralee Zueff [00:13:24]:
Oh, maybe. No, actually, that was. I got to tell the kids when to go and when to not go. And I had like a rusty broom pole as well. So telling everybody how to wait in line and their turn and stuff like that. So. Okay, that. Yeah, that's right.
Coralee Zueff [00:13:41]:
Okay, so I got some leadership skills from there.
Tonnika Haynes [00:13:44]:
Exactly.
Ashley Kaplan [00:13:44]:
See?
Tonnika Haynes [00:13:45]:
Leadership. So what do you think about mobile estimating? Because that's what Ash does. Well, you don't call it mobile. What do you call it?
Ashley Kaplan [00:13:54]:
Just remote estimating.
Tonnika Haynes [00:13:57]:
Estimating. How do you feel that fits into a shop?
Coralee Zueff [00:14:00]:
Oh, let's see. It'd be. I think it would be very. I'd be interested to hear about how it works for you because I could see it as being kind of challenging. I like to go out to the vehicle. I guess that's you know, starting off as a technician and, and see everything and be hands on with it as well and like see the process from beginning to end. So like an estimate to me is like a work of art. I think you might have had a post about this too where you know, you take the customer complaints and you take the technician's diagnosis and the parts and the labor and you put it into one cohesive document.
Coralee Zueff [00:14:39]:
So I think you view it as the same thing, like it's gorgeous, we should hang it on the fridge. It's beautiful. But then yeah, I could see it being super fun like that aspect. But then I like to follow it through and actually meet the customer at the end of the transaction. Right. And so I guess you don't have that face to face with the technician but you have that communication from the shop. So I guess that's where you get that communication and feedback.
Ashley Kaplan [00:15:09]:
Yeah. There's very few advisors like us corly that are good at all parts of the process. Like I tend to say there's two types of service advisors, like the ones that are really good with people and customer service and naturally good at sales because of it or really good at process and detail and aren't the best at customer service but like step into that role when needed. And so building out like remote estimating, I've kind of had to like split advisors down the middle and find the ones that are really good at process and who could not skip, like not miss a single moment of like dealing with customers and leave all the people that are really good with the customers. Very few of us are like you and I where I'm like, I like all parts of it. I love the technical part. I love being in the shop, but I also love building it and then delivering it to a customer. So we do encounter some advisors through the shops we work with that are similar to us.
Ashley Kaplan [00:16:12]:
But what's cool is they're still part of the process. Like all, all we're doing is giving them a tool instead of being so bogged down with it. It's freeing them up to be more intentional when they are. So if there is a guest, they want to be a part of that whole process and the follow through and go look out in the shop. They can walk away from their desk and go look at the car in the shop and then be more intentional in the conversation with the customer because they're not having to sit there and build out the estimate and then they get to make it their own. So you know, it's a good template. It's a good foundation. But the really, really good service advisors are taking our estimate, and then they're adjusting, you know, minor preferences to their own.
Ashley Kaplan [00:16:56]:
So some just take it, run with it, and that's also fine. But, you know, it's the good ones that want to put their own signature on it when it's. When it's back.
Coralee Zueff [00:17:05]:
And I guess there's times when, you know, I've been, like Gordon Ramsay says. Right. Like, been in the weeds, and there's just so. Because it changes from hour to hour, like, so many phone calls coming in, or something's peculiar has gone on in the shop, or somebody's called in sick or somebody is on vacation. So sometimes I have had multiple work orders that needed estimates completed, too. And it's just you can only do one at a time. Right, right.
Ashley Kaplan [00:17:36]:
And that's the reality. Like, when everything is working and the stars are all aligned, it's great in the shop, but how often is that actually happening? It's like, it's so rare that everything is working perfectly in the shop. There's always something going on.
Tonnika Haynes [00:17:52]:
Yeah, it's. Oh, my God. Like, oh, look, my aro is up.
Ashley Kaplan [00:17:59]:
Yeah.
Tonnika Haynes [00:18:00]:
But you know what? The tire machine just broke. It's always something. Yeah, it's always something. Well, I did use it for a couple of. A couple months. It worked out well for me because I didn't have an advisor in place, and it was hard trying to find somebody that fit. And that's another thing, like a green advisor versus a seasoned advisor and getting people out of their bad habits. So I was just struggling through, who do I want to hire next? Because my service advisor at the time was very green, but I knew I needed a powerhouse so I can get my butt off the counter because I had other stuff to do.
Tonnika Haynes [00:18:31]:
So I was really hesitant to hire somebody. I just kept hiring the wrong people. But that, like, that's another thing. Do you think it's easier to train somebody from scratch or somebody that has experience? Because you're, like, becoming one of the super trainers of service advisors, which we all need. But what's your easiest client? Who's your easy client?
Coralee Zueff [00:18:54]:
The interesting thing is, like, I'm now. I think I'm training a lot of people who are new to the industry. There's so many cool people that are coming in. I had somebody who worked at a dry cleaners, people who are coming from the health care field because that's just too challenging. And they're getting into automotive because they want to break tons of servers. And bartenders. So like all of these people. So one thing I really like about those folks that are coming in new is they can come up with great examples.
Coralee Zueff [00:19:27]:
We don't have somebody that's over explaining things to customers or confusing the customers. Once these people from different industries see what's going on automotive, then I encourage them to come up with an example in their own words, and that's how they understand it. And then they can share that with customers. So it's super neat. Like every time I teach a class, I'm always walking away with a new example that somebody thought of in the class because they came from a different industry and then came up with a great example like one from healthcare just a couple of weeks ago. You know, we have to conclusively diagnose a vehicle. If we don't and just throw a part at it, it's like the doctor just prescribing any medicine and hoping that it fixes the problem, whereas it could have adverse reactions, waste time. And that is why we need to conclusively diagnose.
Coralee Zueff [00:20:19]:
I'm sure I'm not using wording it the best way she did, but it's like diagnosing it. Doctor prescribing medicine, that's not correct. Boom. Everybody can can see the downside to that.
Ashley Kaplan [00:20:32]:
Right.
Tonnika Haynes [00:20:34]:
Ashley had to use a example like that with a health care professional because she just wanted us to keep putting coolant in her car. And I was like, no, we do. We need to do the pressure test on the system and I don't want it. And I said, neither do I. When I walk in your office, I do not want to get on the scale. I don't want you to take my blood pressure. I don't want to see any of that. But you know what? If you didn't do your job and something happened to me, I come see you, so let me do my job, you know? And she got it.
Tonnika Haynes [00:20:58]:
I mean, it was a whole lot more words that I was nicer than that. But she really got what I was trying to say. So being able to put something in real world situations for people to understand, that does make a lot of sense. So do you think you said more people are coming from health care and they say service industries, like bartenders are good, supposed to be good service advisors. And I think Mike got one that was an AC salesperson he was bragging on. So you think, how long do you think it takes to train a service advisor?
Coralee Zueff [00:21:30]:
Again? Every shop is different. Right?
Ashley Kaplan [00:21:32]:
Right.
Coralee Zueff [00:21:32]:
Like, and the responsibilities that they have, I Think talking in the amazing women in automotive group, like who's doing the vehicle check ins is the technician is the advisor. You know, it's not like a one size fits all kind of thing. So I think it depends really on the tools that the shop has, the computer system, what processes are in place there as well, and whole bunch of different things. So unfortunately I can't put a number on it. But my goal would be to like give them one successful thing that they could work on every day. Like while they might be new, they can, you know, get the year, make, model, vin, name of the customer and phone number and then have a friendly conversation with them. Right. And then, and then grow from there.
Tonnika Haynes [00:22:19]:
How did you end up in North America? What made you come down here with the crazy people in North.
Coralee Zueff [00:22:25]:
Oh, I'm in North America.
Tonnika Haynes [00:22:28]:
Well, I mean, not North America, like the usa. How did you end up in Texas of all places with Bucking Buckaroo Bob? How did that whole thing hook up? That was crazy watching you tour with them. Right.
Coralee Zueff [00:22:39]:
I don't think I actually was able to tell you my story at when we were asda.
Ashley Kaplan [00:22:44]:
Yeah. Do you not live in Canada?
Coralee Zueff [00:22:50]:
I live in Canada, yeah. I'm on the west Coast. That's why our snow is missing and lost and took some sort of wrong turn.
Ashley Kaplan [00:22:57]:
Okay, so what's the Texas story?
Coralee Zueff [00:22:59]:
Oh, so the Texas two step is something that is a training that John Firm is the founder of and is organizing. And for the one last year, I guess somebody dropped out or wasn't able to make it. So one day I get, you know, a Facebook message from Buckaroo Bucking Bob wanting to, you know, invite me down as like a guest trainer there. A substitute trainer. Right. So, you know, after having a conversation or two with him, I was like, ah, sure, I'll give it a, give it a whirl and head down there. Because I was already in Seattle. I missed the first day of it and got there and John picked me up from the airport.
Coralee Zueff [00:23:43]:
Never met him before. And he's got a train horn installed in his truck. Because I was like, he did the
Tonnika Haynes [00:23:48]:
same thing to me.
Coralee Zueff [00:23:50]:
I was gonna like, how will I know what vehicle? You'll hear us.
Ashley Kaplan [00:23:54]:
Okay.
Coralee Zueff [00:23:57]:
Wow.
Tonnika Haynes [00:23:58]:
He did the same thing to me when he picked me up from the airport one time in Houston. And I'm sitting there and him and Michael get out of the truck after blowing the train horn. I'm on the way and he's got this big old F250, F350 big work truck. And he's got his work clothes on. And it's this cutest little grandma type old white lady sitting there. She's so cute. And she's looking at me like, are you okay? And I was like, ma', am, I am not being trafficked. It is quite fine.
Tonnika Haynes [00:24:24]:
And he was just being so obnoxious with the horn. And then Michael gets out with his big Bird T shirt on and everything, and she's looking at him like, blink two times if you're okay. I'm gonna be fine. These are my people. So that's cool how you ended up with them. I didn't know that's how that happened. I just knew. All of a sudden, you're a Texan to Texas 2 stepping.
Coralee Zueff [00:24:45]:
Texas 2 step. Yeah.
Ashley Kaplan [00:24:46]:
Okay.
Coralee Zueff [00:24:46]:
But after they picked me up and we're going to the hotel, John's like, okay, so do you want to go out for pedicures? Like, the hour that I. That he picked me up, it's like, then I'm thinking myself, like, I know I'm a, you know, a lady, but, you know, I. I've never gone out to get pedicures with anyone from automotive before. And in the first hour of meeting them.
Ashley Kaplan [00:25:15]:
That's right.
Coralee Zueff [00:25:15]:
It's very important. Having your. Your feet done is very important in the Texas Two Step. So, yeah, within an hour, meeting John, then we dropped my stuff off at the hotel, found a salon to. To do our. Our feet.
Tonnika Haynes [00:25:31]:
Okay, that makes sense. That's so funny. That is great.
Coralee Zueff [00:25:35]:
I've never had that experience with anybody else.
Tonnika Haynes [00:25:37]:
He is amazing. I met him first at my first ASTA convention, and I just felt like a, you know, I was out of place. I wasn't, but that's what I was feeling like. And he just fixed that. Come on. I was just his temporary girlfriend, and he told his wife about it, and it was the best. And I sat there with him and his family. I think his daughter was pregnant at that time.
Tonnika Haynes [00:25:55]:
It was the best weekend ever. And ever since, he's been my boo. He is so sweet. And he's like. He's like that all the time. I. I like to assume that he's like that all the time, but he's always been consistently wonderful to talk to. And that's important because, like I tell people, in the beginning, I really felt like a.
Tonnika Haynes [00:26:15]:
A fish out of water going to industry meetings and events and stuff like that because I didn't know anybody. But you build this community of people, and it's great. You have a whole family of just weirdos that you just keep around you and you grow and learn from them. And I think it's, like, the best. I really do. Like, I didn't get to hang out with you at asta. That was disappointing. But we both.
Tonnika Haynes [00:26:39]:
You were teaching and I was running around like a headless chicken. How did that go for your first expo in Raleigh?
Coralee Zueff [00:26:48]:
Oh, yeah, no, that was great. I had. There are a couple of Facebook friends of mine. Again, you know, awesome people in the industry. Right.
Tonnika Haynes [00:26:56]:
So. Right.
Coralee Zueff [00:26:57]:
And I. And yeah, and Tiffany at Amazing Women in Automotive, too. Like, you know, she made sure that I always had a place at the table so I wasn't feeling alone. And then I met a couple of Facebook friends. There's. Yeah, Jeremiah and Brad. So I met up with them and got to hang out with them for an evening or two to make sure, you know, I don't get lost or kidnapped or anything like that.
Tonnika Haynes [00:27:20]:
Don't steal me. Do you find it. Did you find it easy to make friends in the automotive field, like, the community? Like, has that been a good, easy transition for you, especially with the Americans? You've been on the east coast, you've been on the west coast, you've been in the Midwest. You've been everywhere.
Coralee Zueff [00:27:38]:
Mm, yeah. Really neat. Everybody. There are super nice people everywhere because, you know, here in Canada, you know, people are kind of worried about going down to the States, but I was like, no, no, it's. It's all good. Everybody's super nice down there. I think I brought this up a little bit. At asta, you're speaking about, like, being a fish out of water.
Coralee Zueff [00:27:58]:
From, like, you know, being the only girl in trade school to, you know, automotive sales, there was one female in the business office. And then, like, when I got into parts advisor, service advisor again, I was the only female there. So then making this transition to interacting with females, it's like, I'm not used to this. I'm used to talking about talking with all the guys and, you know, and all that kind of stuff. Right. So then getting back into, like, the female space is a little bit peculiar. Something that I'm not used to.
Tonnika Haynes [00:28:36]:
Yeah, I think it's. I think a lot of people feel that way.
Ashley Kaplan [00:28:40]:
Yeah, that's a struggle for me, too. And at asta, it was a struggle. It's like, I'm so much more comfortable in a room full of men. So, like, walking into the women's dinner was so uncomfortable for me, but it was like a good uncomfortable of, like, I need these people and I need this community. But I don't even know where to start. And then, like, Tanika, you know me well enough. I'm not super, like, outwardly feminine. Like, girly girl.
Ashley Kaplan [00:29:09]:
Like, every now and then I'll do my makeup and I'll put a dress on. But, like, it's very low effort. And so that was another thing. I walk in a room and it's like, there's so many women that are so good at both. Like, you. You're so good at both, Tanika. And I'm like, I just feel like I don't fit in. But it's not about that.
Ashley Kaplan [00:29:27]:
Everyone is so up. She's frozen, so wholesome.
Coralee Zueff [00:29:29]:
Yeah, that's a good example.
Tonnika Haynes [00:29:31]:
But, yeah, like she was saying, I used to feel the same way. Like, we lost you for a moment, you got stuck. But like you were saying, I used to feel the same way, but for me, it always felt like I was overdressed and I was. Because I'm flashy, if you haven't figured that out. But I remember telling MIMBY at Napa now, this past year, I was walking around and women are naturally catty. Come on, let's give it to us. We're catty. I called her one morning, I was headed to the sessions, and I said, I think I really need to start dressing down a lot more when I come to this stuff.
Tonnika Haynes [00:30:09]:
And she was like, you better not. What's wrong with you? I would think you was crazy if you start dressing up. So I was like, okay, I'm not going to do it. I'm just going to keep being myself. But walking into a room with a bunch of women is completely different than walking into a room full of men. Especially if that's what we're used to. Because that's what I've been used to, you know, in a collision industry, in the automotive industry, service industry, it's all been a bunch of dudes. So I agree.
Tonnika Haynes [00:30:32]:
But I mean, did you love the dinner? I think. I think that is fun. The first time I went to the dinner, I begged my service advisor at the time, would you please come with me? She was like, I don't want to go. It's like asking the girl to go to bathroom. You go to a restaurant with me. I'm scared.
Coralee Zueff [00:30:49]:
Yeah, that was a. It was a great dinner. And, yeah, the person that I met at the Asta dinner, you know, we're gonna bunk together at Vision, so, you know, we're friends now.
Tonnika Haynes [00:31:04]:
I think I figured out. I wanted to figure out how to make us do that more like, I think more women need open doors to just have those communications. Like Wednesday at the meeting Wednesday, that's like, oh, can you come visit? We be friends. Like, yeah, please find me on Facebook, please. I need friends. I need.
Ashley Kaplan [00:31:21]:
That's why I'm excited.
Tonnika Haynes [00:31:21]:
I keep saying I don't want any new friends, but I do want them.
Ashley Kaplan [00:31:24]:
Are you going to the Women in Auto Care Leadership Conference, Corly?
Coralee Zueff [00:31:31]:
I don't think so. I think that just. That's happening like later this month, right?
Tonnika Haynes [00:31:36]:
That's next week.
Ashley Kaplan [00:31:36]:
Yeah, next week.
Coralee Zueff [00:31:37]:
Okay. Yeah. No, I didn't know about it until like it popped up on Facebook a few days ago. So. Really? Okay, what we need, like me and a few other people have coordinated for events but we don't have like a list of every event. So I would have loved to go to that except I only knew about it like last week and now I can't make it. So like if we have like, okay, who's going where? We need like a better list of all the events.
Ashley Kaplan [00:32:02]:
I think we need to do a retreat. I'm like, I need a cabin in the woods with a hot tub and wine and no boys around. Like that would be so fun.
Tonnika Haynes [00:32:14]:
Well, the amazing women did one. The first one was this year. They're doing another one. Well, first one was last year. They're doing another one this year. I can't remember the dates, but I know it's a limited. It's limited space.
Ashley Kaplan [00:32:26]:
Okay.
Tonnika Haynes [00:32:26]:
I don't know how many people went last time. Did you happen to go last time, Corly?
Coralee Zueff [00:32:30]:
I didn't know.
Tonnika Haynes [00:32:31]:
Yeah, that was the first time they did it. Yeah. But something. I feel like it's in June. Amazing women in automotive.
Ashley Kaplan [00:32:39]:
Okay, I want to look into that so.
Tonnika Haynes [00:32:44]:
Because I always thought something like that would be cheesy and like girl fights would happen. But I went with Lola and Kim Walker. We and some more her friends were invited to Montana last year and it's a house full of women in Montana. And it was great. I want to say maybe a total of 2020 and I cannot wait to go to this year. It was. It was so cool. So great.
Tonnika Haynes [00:33:10]:
No judgment, no makeup, no mascara. Just food, books and wine and a bunch of giggles. So yeah, we can have a girls club.
Coralee Zueff [00:33:22]:
Oh nice. There you go. And then I'll. We can all take turns planning. Maybe everyone can like come up to Canada because you know your dollar is going to go a lot further up here. Just not in the winter time. Or you should come up here right now because we have a better winter,
Tonnika Haynes [00:33:38]:
but you don't have any snow. But how cold is it though?
Coralee Zueff [00:33:42]:
Let's see here. I'd be going in Celsius. So I've, I've been looking at this because I have autocross, like racing my car on Sunday. So I'm watching the weather because I'll probably wear my snow pants because it'll be cold.
Tonnika Haynes [00:33:58]:
Autocross and I'm worth racing on Sunday.
Coralee Zueff [00:34:01]:
Yeah, I love it here. It's. It's 7 Celsius here.
Tonnika Haynes [00:34:09]:
Math, what is that?
Coralee Zueff [00:34:11]:
Oh, zero is freezing. That makes it super easy.
Tonnika Haynes [00:34:14]:
So freezing for us is 32. So it's not that easy. Yeah, it's so weird. 32 degrees is freezing, right? Or is it 26?
Ashley Kaplan [00:34:24]:
No, 32.
Tonnika Haynes [00:34:25]:
32 is considered freezing. And so freezing is zero, which makes more sense. I'm not going to do the math, but it still sounds very cold. And what are you driving Sunday? If you get to drive, what are you driving?
Coralee Zueff [00:34:36]:
I'm going to be driving my 2019 Volkswagen Golf R. So autocross is kind of like it's racing that anybody could do with your daily driver. As long as it's not horrendously leaking fluid or the tires are bald and your battery has to be secured.
Ashley Kaplan [00:34:53]:
I love autocross. That's how I got it. Like I did it for years and that's what got me into drift. And I still love autocross. But once you drift like, I feel like you just don't go back.
Coralee Zueff [00:35:05]:
I will get into drifting, but I have two teenagers that we gotta get to adulthood and, you know, buy them food and clothes and stuff like that. So after that I'll get some more racing things. But yeah, I know it's expensive.
Tonnika Haynes [00:35:21]:
You go through tires and tires and tires.
Coralee Zueff [00:35:23]:
Yeah.
Tonnika Haynes [00:35:24]:
But my friends that Drift, they actually both work at the dealership. One's a tech and the other's a car salesperson. And they both drift, a married couple. And the funny thing is that all the used tires that they can find, even at my shop, they'll just come pick up a bunch of used tires.
Ashley Kaplan [00:35:36]:
Yes, I used to service a bunch of dealers. I took a short, short hiatus from service and I did automotive photography for like a year. It was so much fun. And so the dealerships that I serviced, I became really good friends with them and they would let me get access to their tires, which made, you know, it makes it practically free. But yeah, drifting is very expensive.
Tonnika Haynes [00:35:59]:
That's so crazy. I, I do none of that. I'm like you, Corley. The funny thing Is. You're saying it as far as a monetary thing, but I used to ride. Not like I wasn't a race or anything, but I had motorcycles. And the funny thing is, is like, once I had my first son as I was pregnant with them, I looked at my motorcycle in the garage and I was like, well, you gotta go Craigslist because no more fun for mommy.
Coralee Zueff [00:36:21]:
Oh, I got a motorcycle when my kids were like, in elementary school because I was like, well, I'm paying for, you know, these sports, like, you know, gymnastics. So getting a motorcycle, like a payment on that is going to be less than what I'm paying in the sports per month. So I'm getting a motorcycle.
Tonnika Haynes [00:36:37]:
Yes, mama, as you should.
Ashley Kaplan [00:36:39]:
Gymnastics, motorcycle. What's the difference?
Tonnika Haynes [00:36:43]:
That's how I just gotta have fun. Yeah, I gotta have fun.
Ashley Kaplan [00:36:46]:
What are you writing?
Coralee Zueff [00:36:47]:
Corly, I have a Yamaha R3, but I'm looking at switching it up to a dual sport bike this spring.
Ashley Kaplan [00:36:56]:
Very cool.
Coralee Zueff [00:36:57]:
Okay.
Tonnika Haynes [00:36:58]:
I don't know what any of that is.
Ashley Kaplan [00:37:01]:
I've been changing mine and I just kept putting it off for a couple years, like buying a bike. So my goal this year, like 20, 26, is some health stuff. And then I'm like, I've got. I have to buy a motorcycle and just scratch the itch. So I used to have an 87 Honda Magna. I mean, very heavy bike. But I want a sport bike this time.
Tonnika Haynes [00:37:24]:
Usually people do the opposite way. You go from the. The old man bike, the cruiser to the. From the crot ratchet to the cruiser.
Ashley Kaplan [00:37:33]:
Yeah, no, I'm going backwards. I grew up on a. I grew up on a cruiser, so I. I want to buy a crotch rocket next.
Coralee Zueff [00:37:41]:
Oh, cool. No, no racing on motorcycles. That's where they drew the line. So I said, that's fine.
Ashley Kaplan [00:37:50]:
Define racing.
Coralee Zueff [00:37:53]:
Something on a track that's timed. A track that's timed.
Tonnika Haynes [00:37:58]:
Okay, so don't do that. Just maybe just get on the interstate.
Ashley Kaplan [00:38:01]:
We can make anything. A track and we can time anything.
Tonnika Haynes [00:38:03]:
Like, do not encourage her to do bad stuff.
Ashley Kaplan [00:38:06]:
No, sorry, sorry.
Tonnika Haynes [00:38:08]:
That's the one thing I asked. Well, Jordan, my youngest, I think he doesn't have a kill switch. That boy is just something else. And I was like, son, just never get on a motorcycle because you don't have a cutoff button. He's fearless. He is so fearless. And that's the only thing I fear. It's like that boy has no control.
Tonnika Haynes [00:38:24]:
My goodness gracious. That's that parenting stuff. Like, do you let your kids. Are your kids like, free Range on. They love and racing and things like mama or the completely different personalities.
Coralee Zueff [00:38:36]:
They're teenagers so we're figuring it out. I told them, hey, do you want to come to autocross? You can drive my car, no problem. Family membership.
Tonnika Haynes [00:38:47]:
Yeah. And they're like me.
Coralee Zueff [00:38:49]:
Yeah, that's right. So they're probably just spiting me and not racing currently. Wow.
Ashley Kaplan [00:38:55]:
Yeah, I'd be like disowned. I couldn't imagine. I just could not imagine.
Coralee Zueff [00:39:02]:
I think racing is also good for like, like some shops that I've visited and done training it have like a shop race car and that's like the coolest thing ever. Like if somebody is like looking for a new employee to have that as a feature is awesome. And, and actually just to have like people involved in racing and being excited about it. Like one apprentice that I used to work with, he's going to come to the track just to hang out anyways. He's like okay, what do you want me to bring? I've. I'll bring the scan tool, I'll bring a torque wrench so we can check your tires. What else do you want me to bring here? So it's neat. I got my own little pit crew too.
Tonnika Haynes [00:39:41]:
That's awesome. The high school, the local high school here has a all girls racing team. Oh, it is so cool.
Ashley Kaplan [00:39:47]:
Yeah, that is so cool.
Tonnika Haynes [00:39:50]:
Yeah, that is, it's cool. That teacher, that CT teacher does a great job. He's actually taken them on a trip overseas this summer visiting all the German manufacturers. They've got a lot going on. He's really good. I believe in 2025. No, I don't know when but he won the WIX teacher of the year award. Wow.
Tonnika Haynes [00:40:13]:
Yeah. So he's really good at what he does, you know, getting used in the industry. I think it's going to be a great idea. Especially now. I don't think kids are that interested in going to four year schools anymore. You know, I think kids are being more bold in their choices and actually doing what they love. And like Jordan, you know he's going down to Mercedes to finish tech school down there. If the parents let him.
Tonnika Haynes [00:40:38]:
Do it girl, do it boy, do it. Everybody do it. Because AI is not going to take. Do you think AI is going to take our jobs?
Coralee Zueff [00:40:46]:
It's a tool that we can use.
Tonnika Haynes [00:40:48]:
Right? So think about all the jobs that AI is actually going to take. That is usually meant for a 20 to 30 year old. Even like someone is saying today, even if they decided to be a paralegal like, is that going to be obsolete? Like, some people think service advisors are going to be obsolete with AI? I don't think so, because you still have to have that communication with the customer. Like, I don't want to talk to a bot about my vehicle. Like, I don't mind making an appointment with the bottom or use an online app or something like that, but I really want to talk to a human with my vehicle. I feel like that about my car insurance. Like, you know, all the insurance companies that are sitting behind a 800 number, I don't want that. I want an agent that I can walk in the door and say, hey, person.
Tonnika Haynes [00:41:35]:
So do you think, what do you think about AI? Yeah, you can walk in and you can touch them, you can give them a handshake, or you can. You can choke them. Either way, whatever you need to do, you need that.
Ashley Kaplan [00:41:45]:
I keep saying that. I think that's what I keep coming back to saying, is we have a really interesting opportunity in our industry right now. Every industry and every job is going to start automating so much of the process to AI, like even just pulling through Taco Bell now, it is an AI that's. Can I take your order?
Tonnika Haynes [00:42:04]:
That is so confusing at times.
Ashley Kaplan [00:42:06]:
It's crazy, right? But like, as humans, we are going to crave human connection more than ever because of it. So we have a really, really unique opportunity right now. And that's like, even with what I'm doing, you know, AI is part of that process and automating things. We have humans writing the estimates.
Coralee Zueff [00:42:23]:
Right.
Ashley Kaplan [00:42:23]:
But there's automation processes now, and we're taking that off the service writer's plate. And it's like, more than ever, we should be focusing on how can the service advisors just care for people.
Tonnika Haynes [00:42:35]:
I think there was someone said that if you could spend 15 more minutes with a customer, you can increase your ARO. Yeah. So, like, what you're doing is. Well, what we found is that, okay, you're in the background doing that and we're still talking to the customer and building relationships instead of focusing on a computer. But like you said, that relationship base, you spend more money.
Ashley Kaplan [00:42:58]:
Yeah.
Tonnika Haynes [00:42:59]:
If it's done right.
Ashley Kaplan [00:43:01]:
Josh Oberlander, he did a presentation at the Ignite conference. One of the data points that he shared was for every hour past the first hour when a customer drops their car off that you don't communicate with them or present an estimate, you lose 10% of your close ratio. And I loved it and I took a picture of it because it's literally right in line with our mission is the golden hour. It's the. From the time they drop the car off to you, communicate is the golden hour. And so I just thought that was interesting. I'm glad there's a lot more data finally being broadcasted to the industry. Rilla did another one where they showed, like, top performers spent 26% more time during the appointment.
Ashley Kaplan [00:43:44]:
So imagine if you just spent 26% more time at the counter when you checked people in. It equates to being a top performer. So it's not rocket science, it's just human. Like, spend more time with people, make people feel seen, heard, and appreciated. And it literally will unintentionally result into higher sales. Like, you don't have to work for the sale if you just show up and be a decent person and take care of people.
Tonnika Haynes [00:44:11]:
I find that's where my success lies. When I'm on the counter, I want to know your name. I'm going to. Your glasses are hot. Me, Your glasses are what's up? I love it. It's not fake. I really want to know who I'm talking to. I want to know, what are you planning to do with this car? What time you got to pick it up? You got kids, puppies, dogs? Do you have appointments? What's happening and how can I serve you? But if you got your head buried in a computer trying to get the numbers together and make sure your KPIs are right, then you lose a lot of that.
Tonnika Haynes [00:44:37]:
So in the past couple of weeks, and I don't know why I didn't think before, because we're always learning. Right. I didn't even have business cards for my service advisors. All of them were mine. So I got the business cards. I put their face on it. They have that. Yeah.
Tonnika Haynes [00:44:54]:
Now they have the. The will, the ability to just send a text. Hi, I am Stewart. I am your service advisor. Call or email me here. So send that out as soon as they check in so they have your information. Because what's so crazy is if a customer calls the shop and they don't know who they've been talking to, I think that's sad. And then even on the reviews, I told them this week, I said, I want you guys to get people to say your names on this review.
Tonnika Haynes [00:45:23]:
I'm tired of seeing my name. I haven't been at the front counter in months. Why is my name still on the review? So say your name. You need to make yourself known. And then they'll have love for you and respect for you and Trust. Because I think that's what really sells.
Ashley Kaplan [00:45:37]:
Yeah.
Tonnika Haynes [00:45:38]:
I mean of course you gotta have to prove you're good technicians and all that good stuff, but that front counter, that's the front line. That's the front line. And I believe that when things are not going right in the back, the problem is up front. It's me first and then front. And because if my service advisors start complaining about my technicians, I will say you need to check yourself first. Let's check you first. Yeah. What are you doing? What are you not doing?
Ashley Kaplan [00:46:05]:
Grumpy technicians or disengaged technicians. It's always a result of something up front.
Tonnika Haynes [00:46:09]:
Yeah, you didn't get them the right part. You didn't get enough labor. They don't understand what's wrong with the car. You didn't get enough information. Now they've got to wait. Nobody wants to wait. If you're great technician, you don't want to just be sitting there. You, you're ready to rent, you're ready to work so you can go home.
Ashley Kaplan [00:46:24]:
Especially a flag rate tech. You're sitting there counting the two minutes here and there where other, other people are slacking and you're like, that's costing me money.
Coralee Zueff [00:46:32]:
Yeah.
Tonnika Haynes [00:46:33]:
So frontline anyway, I can go on about that forever and ever. So the robots are not going to take over the front counter?
Coralee Zueff [00:46:41]:
No. No one ever says, hey, you know what? When I was checking myself out at Walmart through the self checkout, that was a really great video, but you should go see that. It's like, no, no, I'm saying, hey, you got to go see. You know Mariah who works at my favorite coffee shop? She'll take great care of you.
Tonnika Haynes [00:46:57]:
Right?
Coralee Zueff [00:46:58]:
So that's the importance of knowing somebody's name. Right? I don't know anybody else's name there, but I know her because she is friendly and she knows my name as well. So when we go in, we use each other's names.
Tonnika Haynes [00:47:08]:
Right?
Ashley Kaplan [00:47:08]:
And like, doesn't that make you feel so much better about where you're spending your money?
Tonnika Haynes [00:47:12]:
It should.
Ashley Kaplan [00:47:13]:
Like I will go buy the $15 coffee because they remembered my name and asked how I was the since the last time I was in Versus, like going to the big corporation that could give two hex and.
Tonnika Haynes [00:47:25]:
Right.
Ashley Kaplan [00:47:26]:
Yeah, it just makes me my favorite bar.
Tonnika Haynes [00:47:28]:
Like I walk in there, she knows exactly what I want and she's like, hey T, where you going? Where are you traveling to next? I'm hey girl, I'm going here, I'm going there. It's like, how do you remember all of that? And I always say, girl, you'll be a great service advisor because she can remember people. And that's what I was really good. I am really good at remembering people. But I'd have to see their car. Like, if I don't see. I see you, I have to see your car, then I know your name. But that's what I miss about not being on the counter.
Tonnika Haynes [00:47:51]:
But no, they say you got to work on your business and not in it.
Ashley Kaplan [00:47:56]:
You asked earlier about, like, bartenders becoming advisors.
Tonnika Haynes [00:47:59]:
Yeah.
Ashley Kaplan [00:48:00]:
And I. I think it's incredible because bartenders, literally, the good bartenders, they're good because they're chameleons. So you can talk to any type of person. And I feel like that also translates in. In service. Like, anybody can walk up to the counter and you can make a friend out of them. I. I was a.
Ashley Kaplan [00:48:20]:
I enjoyed bartending a lot. I bartended in college while I was working at a dealership. And that's what I love the most about it. It was like 10 people at the bar that are all from different industries, and I'm like, learning about each one. And what do you do for work? What do you do for work? Yeah, just being able to make friends with anybody. It makes a great advisor.
Coralee Zueff [00:48:38]:
And you see them when they're not at the best of times often. Right. Or sometimes if somebody's at a bar, you know, they going through something and then the same thing at the counter. When somebody's vehicle is broken and you know it's not. They're oftentimes not just upset about their vehicle. There's something else going on in their life too. So there are skills that, you know, we use in bartending, but we use in at the service counter as well.
Ashley Kaplan [00:49:02]:
That's a good point you made. I just thought about that. I'm like, it's very rare that people bring our. Their car in to celebrate.
Tonnika Haynes [00:49:08]:
Yeah. Nobody wants to see us. I don't want to see us. There's the I don't want to take my car to the shop performance stuff.
Ashley Kaplan [00:49:13]:
When you want to get upgrades done, that's a celebration. But bartenders get both of it. You get the bad days, and you get the great days and the celebrations.
Tonnika Haynes [00:49:21]:
Right.
Ashley Kaplan [00:49:22]:
We get people.
Tonnika Haynes [00:49:23]:
Yeah. So AI can help us with that. Spend more time with conversations, because I do believe that it's important. And then, like, there's a generation that doesn't want to talk. They just want to text. They don't have time. And that's fine. Also we can use AI for that.
Tonnika Haynes [00:49:37]:
But for me, in my community, we're heavy retirement community, so we have a lot of retirees, got a lot of grandmas and granddaddies, and they don't have anybody to talk to. And so please bring the dog in. I mean, I really got mad at a customer. I saw the car pull up, and I knew the car, and I was like, oh, my God. I get to see. I get to see the dog. And he didn't have the dog. I said, you can't get your car without the dog.
Tonnika Haynes [00:49:55]:
He's like, are you serious? I was like, I love that dog. And I'm serious. And, like, people say fake it to you. Make it. It's not really fake. Because if you see something, like, if I. If ash you walked in, I'm like, your curls are popping. That's how I'm gonna start a conversation.
Tonnika Haynes [00:50:11]:
Your curls are curly, those eyes are popping. Because everybody needs that, even for the man. Okay, I see you. I see you with the. I see you got your shorts on today. You know, it's 20 degrees outside. What are you doing? Just to get somebody to laugh because they don't want to. It's not that they don't want to be there, but who wants to spend money on a car?
Ashley Kaplan [00:50:29]:
That part I got really, really cool opportunity to talk to the ASOB group. And that was one of the things I told them, was find a moment to, like, get people's guard down. Like, when they come in and they bring their car in, they're usually already tense, and they're not sure what you're about to try to, like, sell them or whatever. And so if you make them laugh really quick, it. It brings them down and like, centers them and grounds them.
Tonnika Haynes [00:50:54]:
One of my favorite things when we had the body shop, because an accident, if your car, you get service, right? So that's usually. It's not always terrible. Sometimes you do have a breakdown or flash and check engine light. But most of the times, you know that you're gonna have to go in and get the service, right? But in the collision industry, what I started out in, you don't get that. You get a wreck. It happens in a second, and you're, you know, it's not your fault, or it is your fault, and you're here. And then the stupid insurance company commercial said, oh, we'll be there in 15 minutes. They're not.
Tonnika Haynes [00:51:21]:
And so literally, people will come in and they're all just like, the insurance company's not calling, and you're not Doing this and you're not doing. It's like, whoa, whoa, whoa. I know you had an accident, but it was an accident, not an on purpose. We're going to thank the Lord that you're okay. Okay? And if your car is totaled, then you just go buy a new Corvette. There you go. Get you to laugh. You're safe, you're walking.
Tonnika Haynes [00:51:39]:
Some people are not doing that. And I have to remind people of that. And I was really good at that. And that's. Just calm them down. Let's get on the same page. Let's set expectations. Because I know you want it back for free and yesterday, but it's not going to happen.
Tonnika Haynes [00:51:52]:
But this is what I can do.
Coralee Zueff [00:51:55]:
That's very important to have that laugh in there as well. That's why I tell people. Because, you know, in a class, we'll go over all these questions and objections that we can anticipate people asking, right? And some of them, if it's at the counter and they're saying things like, you know, why not have like a Magic 8 ball? You know, we used to shake it and ask it a question. Turn over that one. How long is my vehicle going to last for? Will it last till next month? Well, it says this, and then, you know, it gets them to laugh and think about their question kind of a thing, right?
Tonnika Haynes [00:52:25]:
I'll repeat it. Like when people say crazy, I just repeat it and say, so, yeah. And they're like, yeah, that was crazy. Yeah, that was crazy. But it's okay. I can't do that, sister. But this is what I can do.
Coralee Zueff [00:52:34]:
Breaks the tension.
Tonnika Haynes [00:52:35]:
It just breaks the tension. We literally had a Mercedes that was in for control alarms that we told him about six months ago. He finally broke down and got those done. We were on the test drive and he had a brake line blow my technician. So we had to call him back and say, hey, brake line. But a car sits for a long time, and he's from Florida, and we looked under this. All kind of corrosion. We couldn't see it.
Tonnika Haynes [00:52:54]:
And he was furious, and I wasn't there to bring him down. So I got to work the next day and I said, hey, I understand you're upset, but this is what I want to talk to you about. I'm so glad that this did not happen to you while you were Interstate 40, and so should you be. I said, it waited till it was in a professional atmosphere to happen, so you've been protected. This is what it's going to take to get it back on the road. So yes or no? I was like, I know that you're mad because it's money and it's unexpected. I said, but there's no way we could have predicted that. You couldn't have predicted that.
Tonnika Haynes [00:53:24]:
Because if I could, I would not be working here, honey. I'd be playing the lottery. Got him to laugh. Got him to feel thankful. Got him to laugh. And I had a solution. And that's the thing that I love about service writing. It's not the.
Tonnika Haynes [00:53:36]:
The estimates. It's not the cars themselves, because I love a car, but I like a fancy car. You girls like to race and stuff? Not me. I just like to show off. So I like it. Yeah. Yeah. That's not the part of the industry that I like.
Tonnika Haynes [00:53:49]:
It is the service and the helping people. So if we can just keep doing that and get other shops to understand that once you learn to do that and stop running after the numbers, the numbers come by themselves. That's what my opinion is. What do you think?
Coralee Zueff [00:54:02]:
I agree.
Tonnika Haynes [00:54:03]:
Yes. So I'll keep saying that. I will keep repeating it to. People are used to the podcast. That's one of the reasons that I named the podcast Downshift, because you have to slow down and you have to talk to people and you have to have these conversations, and not only in the shop and behind the counter, but we need to do that in real life as well. We need to do that on Facebook, in those groups that are going crazy. We need to do that at the grocery store when you just need to stop for that person that's looking down on their cell phone. You really want to hit them with your car, but they're looking at their cell phone, but you don't know if they're getting bad news or not, or they're just in their own zone.
Tonnika Haynes [00:54:39]:
Just stop your car, Downshift, slow it down. And it's okay, because if you slow stuff down, you can pay more attention. And I think by default, it all works out. So that's my last question for you, Corlee. I need you to give me an example of when slowing down actually helped you move forward. Your wife, your mom books cars. When did you have to go sit your butt down, girl. Slow it down to get to a better place.
Coralee Zueff [00:55:10]:
Oh, let's see. I think that is the theme of this year. I'm very good at trying to do multiple things and do absolutely everything, but then I can get run down. So that's kind of like my. My this year goal is. Okay, I'm working on this. I'm Getting this book done and then moving on to this project as opposed to, like, having three things on the go. So I'm really getting better at that.
Coralee Zueff [00:55:34]:
Not. And. And saying no. Like, I've had, you know, places that I could have gone to work for and do all these things, like, no, but I don't have to. And then not feeling bad about it either, because I see all these things that I could be doing. So I'm working on, like, not feeling bad about it either.
Tonnika Haynes [00:55:53]:
Yeah. No is a whole sentence.
Coralee Zueff [00:55:55]:
Yeah.
Tonnika Haynes [00:55:56]:
And you can just know why? Because. Because I said so. Like, I just don't want to. No. And I don't want to, and I don't have to. You don't have to be sassy like me. But. Yeah, just saying no is you can sit home and enjoy your mortgage.
Tonnika Haynes [00:56:09]:
That's what I've been saying. What are you doing? I'm enjoying my mortgage. I was in the front room, then I went sitting on the deck, and I sat by the fire pit, and I got. Went to the. Got some wine, and I sat right there and I sat on that couch. Because people have furniture in rooms in their houses that they don't even sit in. So I'm enjoying my mortgage and my children and my friends, and I'm saying no. Would you like to know? Love you.
Tonnika Haynes [00:56:37]:
Bye.
Coralee Zueff [00:56:38]:
Or they don't even ask. They say things and they expect you to jump right on it. And you're just like.
Tonnika Haynes [00:56:44]:
You thought I was gonna volunteer for that because that's what I did three or five years ago.
Ashley Kaplan [00:56:48]:
No.
Tonnika Haynes [00:56:48]:
What are you doing? I am at home. What are you doing? I am laying on my right side with my remote control in my right hand, and I'm watching Downton abbey for the 50th time,
Coralee Zueff [00:57:03]:
and I'm figuring out how to not be in Canada for the winter time.
Tonnika Haynes [00:57:07]:
Oh, girl, come back. Yeah.
Ashley Kaplan [00:57:11]:
Come on.
Tonnika Haynes [00:57:13]:
Arizona was beautiful. I wish I had more time.
Coralee Zueff [00:57:17]:
I know.
Ashley Kaplan [00:57:17]:
You came at, like, the best time of year, too.
Tonnika Haynes [00:57:19]:
It was warm. It wasn't hot. It was warm.
Ashley Kaplan [00:57:22]:
And then there's like that little crisp at night where there's, you know, it's not cold, but it's like that little bit of chill that fall crisp.
Tonnika Haynes [00:57:30]:
I was getting up so early in the morning because time. And just sitting out there like, oh, look at this. This is so beautiful. But if you say yes to everything, then you'll never get to sit down and look at how beautiful the sunset is in places.
Coralee Zueff [00:57:46]:
Yeah, that's my goal if I'm going somewhere to teach. Now It's. Or for, you know, a conference or something. It's like, I'm gonna tack an extra day on there and find something to do. Or I'm just gonna find a nice coffee shop and sit there and check out the town.
Tonnika Haynes [00:58:03]:
Yeah.
Coralee Zueff [00:58:03]:
And just watch people. You know, people watch what kind of vibe the town has going on as opposed to, you know, going there, teaching, going back again. It's like, nope, that's my. There you go. That'd be a good one for how I've decided to slow down, to attack an extra day on there and enjoy the community that I'm visiting because who knows when I'll make it back there again.
Tonnika Haynes [00:58:21]:
That's very smart. I think I might try that because
Ashley Kaplan [00:58:24]:
I'm going to message you. I'm going to message you off camera because I have questions. I think we have so many similarities and we just haven't had the opportunities to talk as much. Like, Asta, I saw you for like two seconds because we're like packing up and you were so exhausted from finishing teaching and then. Yeah, things just get so busy when we're at these events. So I'll message you and we'll talk some more.
Coralee Zueff [00:58:49]:
Oh, sure. Yeah. Sounds great. Looking forward to it. Yeah. That's when I was like, speed going through the expo. Like, okay, I'm gonna hit up. I didn't make it everywhere.
Ashley Kaplan [00:58:57]:
Right, Right.
Tonnika Haynes [00:58:58]:
So other than Facebook, how can people find your books online? Where can they find all the goods? And your website where you teach in and all the good stuff. Go ahead and do your commercial.
Coralee Zueff [00:59:09]:
Okay. Yeah. I've got the calendar going up on the website. My fabulous website lady Sarah is redoing it for me to make it more streamlined. I hang out on Facebook and LinkedIn most of the time. So if you're looking for me on social media, that's where you'll find me. Send me a message. I'd love to follow everybody's shop as well and, you know, see what cool ideas everybody is doing.
Coralee Zueff [00:59:33]:
Yeah. Five Star Service Advisor is available on Amazon and I just got my author proof for the next one. Like, last one just arrived. Thank you so much for letting me.
Tonnika Haynes [00:59:45]:
I love the cook.
Coralee Zueff [00:59:46]:
Is it a cake that's a filter? It is a cake, but it's a filter cake. So I've got air filter. Air filter. And then I'm going to get into. So this one's out of a Chevy pickup truck that I borrowed from the parts store.
Tonnika Haynes [00:59:59]:
The.
Coralee Zueff [00:59:59]:
This one's out of an Audi, I believe. And I think that this One's probably a Volkswagen oil filter.
Tonnika Haynes [01:00:07]:
I love it.
Coralee Zueff [01:00:08]:
Yeah. The goal is to have it behind every counter and then also have it sitting in the waiting room too. So if a customer is sitting there and they're like, why do they charge me money for diagnostics? They could look at that. Or, you know, isn't cabin filter actually a real thing? Or why won't they let me do my customer supplied parts or pre purchase inspections so that like everybody asks us questions about. So I'm like, I'll just put it in the book and then different ways of, of wording it too. So I'll go over like common maintenance items. So what it is, why it needs to be done, what happens if it's not done, and then an example for non car people.
Ashley Kaplan [01:00:46]:
This is so good. It's so needed. It is so excited for you. Thank you for letting me read a little bit of it. Now I'm like, it was so good. And then I'm like, when is it coming out? Because now I need to like, finish it.
Coralee Zueff [01:00:59]:
Oh, yeah, because you're right. Yeah. Your comments right here.
Tonnika Haynes [01:01:03]:
Oh, you got a comment. So thank you.
Coralee Zueff [01:01:08]:
I made a post on Facebook to see if anybody wanted to read like a small section of it and then make a little blurb so I could include it in the book too.
Ashley Kaplan [01:01:17]:
That's so cool.
Tonnika Haynes [01:01:19]:
One more book to go, girl. This has been great. I'm so excited that you had time to talk to us and I hope more people get to follow and know and love you because you are doing great work in the industry and I will see and talk to you soon. I'm pretty sure whether it's on a podcast, a Facebook group, or something else that we're up to. But I want to encourage all ladies out there that's listening to us. Don't be shy. We do not bite. And all the men be shy.
Tonnika Haynes [01:01:46]:
We do bite. All right, well, this is Tanika, Ash, and Coralee. We're signing off. Say bye, ladies. Downshift with Tanika is where we slow down long enough to have real conversations. Hosted by myself, second generation shop owner, Tanika Haynes. This goes beyond your car count, your KPIs. We want to talk about leadership, legacy, mindset, and the messy, beautiful journey of building something that lasts.
Tonnika Haynes [01:02:19]:
You will hear stories from shop owners, technicians, and other industry leaders who are figuring it all out by themselves in real time. This is a space for growth, tough love, laughter, and leveling up.