Revolutionizing Repair Estimates with Brandon Jones of Hub Shop Solutions

00:00.75 Jimmy Purdy We'll start picking some content out of it once we're done. 00:07.71 Jimmy Purdy Get all the editing out ah at the end, you know? 00:10.05 Brandon Jones Yeah, exactly. And I apologize. So I moved. I am in my garage now. So I used to have this really nice studio and it's not built yet. So. 00:20.71 Jimmy Purdy Oh, it's fine. The whiteboard's perfect. 00:23.39 Brandon Jones Yeah. 00:24.20 Jimmy Purdy That's all you need. 00:25.25 Brandon Jones Yeah. 00:25.68 Jimmy Purdy it's like It's like where I'm at. 00:25.74 Brandon Jones Yeah. 00:26.96 Jimmy Purdy I'm just in a little box, so. It's like, it was what it is. Well, Brandon, ah appreciate you coming and telling me about what you got going on. This is brand new. we were just talking just for a minute, hub shop solutions. 00:41.34 Brandon Jones yeah. 00:41.64 Jimmy Purdy So it's pretty interesting. You know, I think this is something that's kind of polarizing in the industry. and and I read about this and i and I've talked to a lot of other shop owners about this and taking some of these um services out of the shop. 00:56.87 Jimmy Purdy It's definitely not for everybody. um or maybe you can convince them otherwise. But, you know, to to try to get a personalized touch in the shop, you want to make sure that, you know, you have a face there, right? 01:07.12 Brandon Jones yeah 01:08.61 Jimmy Purdy Like someone walks into the shop, they can size it up the situation, they can handle accordingly. um Moving some of this stuff to like a third party. And forgive me if i'm I'm kind of off base, but it kind of sounds like that's basically what we're doing is moving some of these systems out of the shop. That's that's what you're doing here. 01:25.66 Brandon Jones Yeah, a little bit. So I'll give you a quick rundown of how it works. 01:28.95 Jimmy Purdy Oh, take your time. Yeah. 01:30.92 Brandon Jones So basically, um how how this HubShop Solutions works is we're taking all of the tedious stuff out of essentially a shop owner or service advisor, service manager's day because we want them to focus on what What really matters, and that's that customer interactions, that customer relationships, educating them on what's going on with their vehicle. 01:53.99 Brandon Jones So basically what what we do, what our company does, Hub Shop Solutions, is we provide you with that remote estimating. So the de once your guys at the back complete a DVI, it's going to come over to us. 02:07.13 Brandon Jones And our our team is going to take the look at it, review it, make sure it's complete. We're going to type up that estimate, send it right to the customer, and then you guys take it from there. We we allow you guys to the opportunity then to essentially take that estimate that we've built and now have that personal interaction, that personal touch. 02:27.58 Brandon Jones So the only thing we take out of that is we try to speed up that process and we take out that kind of minutia, that stuff that really doesn't make anyone money when you talk, you know, the shop owners. 02:39.24 Brandon Jones So it's the the tedious things, the the things that, you know, a lot of times people pull their hair out over. So that's kind of ah in a nutshell what we do. 02:46.19 Jimmy Purdy I can understand that. So yeah, raises definitely raises some questions for me. So here we go. 02:52.35 Brandon Jones Sure. 02:54.10 Jimmy Purdy So the 300% rule you're familiar with that. 02:56.31 Brandon Jones Yeah. I am. 02:59.12 Jimmy Purdy So that's ah another thing that's kind of polarizing and in the industry where some people don't think they should, but we're not, we won't go to here or nowhere there. The main thing we're looking for the shops that are doing the 300% rule that feel like that's your target audience. 03:10.88 Brandon Jones Yeah. Yeah. A hundred percent. 03:12.95 Jimmy Purdy Um, And that way we can take the time and estimate all those things and we're not backlogging the office. So I get that side of it. Now, the one thing with when it comes to inspections and if you have a D, you know, DVI in your shop, um if you're listening, you know what that is. 03:19.55 Brandon Jones Hmm. 03:28.13 Jimmy Purdy You know, every technician has got a different way of doing it. And it takes a little bit of time to build that relationship between the tech and the advisor to understand what their language is that they're saying, right? 03:34.96 Brandon Jones Yeah. 03:37.70 Jimmy Purdy Because not everyone's going to use chat GBT to reword. They're just going to put all the garble in there. And you got to like, it seems to take like three months before there's that relationship built where they know what the tech's going on Now, when you're estimating these, do they go to, are they technicians or they seasoned advisors? 03:56.86 Jimmy Purdy Or tell me a little bit more about like the crew or the team that you put together. 03:58.28 Brandon Jones Yeah. 04:01.10 Brandon Jones Yeah, so right now we we break this down into what we call pods. So each pod has three service advisors, and these are seasoned professionals. These aren't folks that have never been in the industry. 04:13.70 Brandon Jones There's some experience behind it. um Basically, we we give them an opportunity to work from home, and they don't have to deal at the day-to-day for the shop, so they love it. um But yeah, these are these are seasoned professionals that have been doing this for a minute. 04:27.84 Brandon Jones And you're 100% right. There is a trust that needs to be built up. um And sometimes that's a hard thing to do. you know I'm a former shop owner myself, and that's that's a difficult task, right? 04:39.02 Jimmy Purdy Thank you. 04:39.16 Brandon Jones and Not only do we have that challenge of getting them, the technicians, using a DVI, but now we have to get them ah that trust built up with the service advisor um to sell that. 04:51.04 Brandon Jones And you know kind of where we fit is right in the middle of that. So what we've seen in in the shops that we've been testing this with is the DVIs get a little bit more thorough because they're learning and getting trained essentially on a process, on a DVI process. 05:08.57 Brandon Jones So we're not going to completely overhaul it. um anything like that. But we're definitely going to give the technicians some tools that help them be successful and help them increase, you know, that that written per ticket, help them ah know what to look for. 05:24.92 Brandon Jones um so So we're not going to overhaul anything, but we're going to be a value-added service. And, you know, obviously by by doing this and paying attention to the details, you know, 05:35.42 Brandon Jones The shops that that we tested all this out with, um you know written per ticket, went up significantly. like And I think that's to be expected, right? Because now we have a process that we put in place and are just like you were saying on the 300 percent rule. So 100 percent getting inspected. 05:51.43 Brandon Jones 100 percent now is getting written and estimated. And that's that's the part that we're taking. And then we pass it back off to the shop. And now it's their job to communicate all that to the guests. 06:02.29 Brandon Jones So. 06:04.32 Jimmy Purdy Yeah. kind of So accountability is the other thing that's kind of in the back of my head a little bit. Right. And I'm sure, you know, from your experience, who you know, who didn't order the part or why was it on the ticket? So I got an example of valve cover gasset job. but um Tube seals are leaking. 06:20.95 Jimmy Purdy We do coils. We do plugs. We need valve cover gaskets. The gaskets don't get ordered. They don't get put on the order. 06:25.75 Brandon Jones Yep. 06:26.71 Jimmy Purdy Right. 06:27.34 Brandon Jones Never happens. 06:29.78 Jimmy Purdy So in those kinds of situations, that accountability, have you, so when it goes when it goes smooth and everything goes great, like when you're doing beta testing, obviously that's nice. 06:39.80 Brandon Jones Hmm. 06:40.72 Jimmy Purdy Do you have any sort of mistakes or things that have popped up in your testing that you can kind of attest to that you've been able to work the kinks out of? 06:46.14 Brandon Jones Yeah. Yeah. Yeah. And just like any service advisor, you know, um an estimator, there are mistakes. I will say our guys, our team is rated on accuracy and thoroughness, and they're all well within the high 90 percentage range. 07:05.78 Brandon Jones of being you know accurate and having everything on there. Because once again, nobody makes money when you got a dead bay and you're just waiting ah for for that vehicle to to to roll out the shop or waiting for 07:17.10 Jimmy Purdy Yeah, and and it's always it's always the one you forget about that's like a day away. 07:19.96 Brandon Jones Oh, 100%. Yeah. 07:21.35 Jimmy Purdy like the Like the part that gets forgot on that one work order that one time is like the one that's a one day away. 07:23.95 Brandon Jones yeah 07:26.48 Jimmy Purdy Yeah. 07:27.13 Brandon Jones Oh, a hundred percent. And that never fails. Right. It's, um, but you know, one thing that we do is this is part of our onboarding process. And, uh, cause once, once you sign up for the service, um, it's, we just don't throw you out there, right? There's a onboarding process. We're going you know, partner side by side with you and make sure you are successful with this. 07:47.15 Brandon Jones And, uh, it's We use Slack. this is Our system is integrated with Slack. 07:53.10 Jimmy Purdy Okay. 07:53.18 Brandon Jones So the communication is very, very streamless and it's it works out really well. so 100%. 08:02.22 Jimmy Purdy So that's the that's the communication between the advisors in the shop and then your team. 08:06.05 Brandon Jones Yep. 08:06.84 Jimmy Purdy Okay. So they're always available to talk back and forth. 08:09.69 Brandon Jones 100%. Yeah. 08:10.57 Jimmy Purdy Yeah. 08:10.71 Brandon Jones And the nice thing about it is, you know, on our end, you're going to see or you won't see anything except. 08:10.72 Jimmy Purdy Yeah. 08:18.63 Brandon Jones So there' there'll be four people at the disposal of that one ticket. Right. Potentially. And it's kind of a first come, first serve. They grab it right away. And that's part of the the what we do. we We increase the efficiency. Right. So on average. 08:32.74 Brandon Jones um You know it's it's over 45 minutes for a shop to, after they completed DVI, to get it written up, estimated, all the prices and the parts priced out. And then that sent to the guests. It's about 45 minutes. 08:45.90 Brandon Jones What we do, it's about 15. 08:46.01 Jimmy Purdy Right. 08:48.37 Brandon Jones So like, I'll ask you, Jimmy, your shop owner, what are you going to do with 30 extra minutes per ticket? 08:53.66 Jimmy Purdy right 08:53.83 Brandon Jones Can you think of a couple of things? I mean, I know I could. 08:55.83 Jimmy Purdy Yeah. Well, write more tickets, right? That's that's the whole idea. 08:59.88 Brandon Jones Yeah, 100%. 100%. but 09:01.61 Jimmy Purdy Yeah. I mean, if if it's under an hour, then we're ecstatic. I mean, that's that's our that's our procedure, right? 09:04.85 Brandon Jones yeah 09:06.41 Jimmy Purdy To have like everything in by the time the the DVI is done and the client's contacted, it's been an hour. That's what we strive for. So no, absolutely. It does take time. So this integrates into ah the shop management program in the shop then? 09:19.16 Brandon Jones Yeah. 09:19.88 Jimmy Purdy Okay. 09:19.97 Brandon Jones Yeah. So right now we're we're just partnering with TechMetric clients. 09:24.91 Jimmy Purdy Okay. 09:26.08 Brandon Jones So right now we just have that partnership set up. I definitely see a a point in the near future where we're going to reach out and potentially partner up with some other shop management systems. 09:37.51 Brandon Jones But right now we're just just rolling with TechMetric. And I don't know if you're a TechMetric user or not, but it's a phenomenal platform. um Very user friendly, integrates very, very well. 09:48.76 Brandon Jones so 09:50.02 Jimmy Purdy So they're able to then see throughout the day. So your team is basically floating through all the different shops or do you have, you'd have, it sounds like different modules that would be assigned just to each shop that's with the program. Right. 10:03.77 Jimmy Purdy So then they're looking through and seeing what the updates are. 10:04.06 Brandon Jones um 10:06.48 Jimmy Purdy So there is no time for the advisors to have to like send that like, Hey, we just got another DVI and they're sending it out your team's already looking in the background to see what's coming on and have 10:14.23 Brandon Jones Yep. Seamless, man. It, yeah, it takes out all the guesswork. It makes the process really, really streamlined. 10:23.81 Jimmy Purdy So I would almost think that maybe even though looking at appointments the day before and kind of seeing what might be coming in and what might be on board. Now, this sounds like it'd be really helpful to anyone that's not even in like a, doesn't even have an inspection set up yet. 10:38.50 Jimmy Purdy Cause I think that's the biggest ah pain point is they they don't want to do DVIs because of all this extra stuff that they're going to have to do. and and and And you don't understand how much it's going to benefit you until you do it. 10:49.62 Jimmy Purdy So you just see a lot of time being wasted quoting all this stuff out. 10:52.41 Brandon Jones Yeah. Yeah. 10:54.02 Jimmy Purdy Now, when you were talking a little bit about kind of helping with the DVI process, is that like an onboarding situation or is that like a daily kind of coaching in a sense where you're constantly trying to help the shop improve their inspections? 10:54.16 Brandon Jones um 100%. 11:01.34 Brandon Jones Mm-hmm. 11:08.61 Brandon Jones Yeah. So what we do is we have a it's usually a monthly cadence that we communicate with the shop manager, the shop owner, and we'll we'll throw in little coaching points um to help them improve what we're seeing on our end. 11:23.87 Brandon Jones And just little things. Like I said, we're not coming in to completely overhaul your DVI process. that's not That's not the point. But part of the onboarding process is to show you some best practices, some tips, some tricks, some things that we've seen ah be successful. 11:39.78 Brandon Jones So so we don't we just don't want to throw you out to the wolves and just kind of let you feast your famine there. 11:45.75 Jimmy Purdy Help you out a little bit. Well, i guess for me, my thought was if you if we have our own in-house kind of, um you know, DVI rodeos that we're doing in our own kind of cadence that we're having with our own people and we wanted to bring you in. 11:54.30 Brandon Jones Mm-hmm. 11:59.96 Jimmy Purdy I feel like there might be a difference of opinion there. as far as trying to help the shop, you know, evolve into your process, but then also trying to make sure we're evolving in the way that we need to stay with our standards. um So I guess that's why I brought it up. Look on the other side of that coin. 12:15.22 Jimmy Purdy Whereas we, 12:15.36 Brandon Jones Yeah. and And the other thing that's nice about this is we completely customize this to your standards. And that that not only does that include the DVI standards that you set as the shop owner, that also includes the parts. 12:28.72 Brandon Jones Because, you know, I can tell you that was one of the big questions I had is how does this work with parts? And we we use the parts that you want us to use. And what I mean by that is part of the onboarding process, you're going to fill out, hey, who's your battery supplier? 12:43.96 Brandon Jones What's your inventory look like? Is your inventory on the shelf accurate? ah You know, it goes through and a series of questions. um And if you leave it blank, we default to our standards, which is we're always going to recommend oe or better, OE or similar ah products and parts for that vehicle. 13:05.70 Jimmy Purdy That's a good question too. That was something that i was kind of in the back of my mind was thinking about was, was the parts integration. So are are you integrating with parts tech or, okay. 13:12.80 Brandon Jones Yeah. Yeah. Basically, so how how this works is um let's say you, Jimmy, signed as said, hey, HubShop Solutions, let's go. So you would set us up as a ah service advisor and in your system and we would have access to just the ah screens and just the the the parts that we need. 13:36.23 Brandon Jones And we'd be fully integrated to your shop to remote estimate from there. So yeah, yeah do we and we we integrate with all that stuff. We work really well with Partstack. 13:44.95 Jimmy Purdy Okay. Yeah. So the parts, obviously you'd be sourcing them from our location. 13:48.14 Brandon Jones Yep. 13:48.48 Jimmy Purdy You would know what's available and we wouldn't be getting tickets sold where it's like, oh, well everything's on there, but the parts three days away, you sell the job. 13:56.10 Brandon Jones Yeah, correct. 13:56.53 Jimmy Purdy And it's like, we didn't know, like you, you didn't check to see how close the parts were. 14:00.33 Brandon Jones Yeah. And our our team is pretty good too with using Slack, like I said, for communication. If there is something that is kind of out of bounds or something like that, we'll send a message back to the shop. 14:13.61 Brandon Jones before we even decide to send that to the customer, because we want to communicate that to you and to see if you have, if you know of a better solution, because, you know, we all have that person who, you know, they got that, that brother's uncle, sister's best friends got this part um that I know they have for this Jeep Blazer out in the back of their, like, there's all those scenarios that that we want to make sure we work through without just trying to give you, you know, a part that's three days out, because once again, nobody makes money when we're not turning days. 14:43.28 Jimmy Purdy Yeah, that's that's fair. I think that's ah that's a big part of it is parts and keeping parts margins and and all that stuff. So when you quote them out, obviously it's going to be so the matrices that are in our system. 14:53.91 Brandon Jones your matrix is everything. 14:56.82 Jimmy Purdy So if we have a tiered matrix, it's not going to be a problem going using the same management program. 14:57.01 Brandon Jones Yep. 15:01.20 Brandon Jones Yeah. 15:01.53 Jimmy Purdy That's it. 15:01.89 Brandon Jones And you know what's great about that, Jimmy too, is so I was on the coaching side for, for a long time and it was always a challenge to get shops to, ah for one, not only implement them, uh, maintenance, uh, you know, matrix, but actually use it. 15:18.95 Brandon Jones Well, you're using it a hundred percent of the time now. 15:19.05 Jimmy Purdy Yeah. 15:22.31 Brandon Jones Because that's how we communicate. 15:22.28 Jimmy Purdy Yeah. No emotional discounting. 15:23.70 Brandon Jones 100%. Yep. yep Yep. Problem solved. We fixed it. 15:30.93 Jimmy Purdy Nice to have a third party perspective when you're, when you're dealing with that stuff. 15:32.97 Brandon Jones Yeah. 15:33.77 Jimmy Purdy Cause yeah, when you're, when you staring someone in the face, it's pretty easy to give them a quick little discount, you know? 15:37.73 Brandon Jones Yeah. Yeah. It wasn't me, I swear. Yeah. Yeah. 15:42.95 Jimmy Purdy Yeah, I mean, when it comes to like the standards and um the protocols of the shop, obviously, it just sounds like most of that stuff just gets worked out and kind of in the wash, right? 15:49.68 Brandon Jones yeah 15:50.76 Jimmy Purdy Whereas you're just in daily communication. So if there's things that change whatever, it just sounds like it's just another advisor. do you Do you have one specific account rep or is are you going to be talking to different advisors every day if if if that was part of the program? 16:06.91 Brandon Jones Yeah, so um you won't probably even talk to any of the advisors unless there's an issue, right? We have one person that is in charge of the operations, and then we we have one person that's in charge of kind of the the sales and marketing, and that's myself. 16:23.74 Brandon Jones So you'll you'll be in direct communication with the person that's going to be in charge of the operations. That'll be kind of your person in the trenches helping you out. 16:33.54 Jimmy Purdy I see. So it's more of a remote estimating. It's basically, okay, remote estimating. 16:36.79 Brandon Jones Yeah, yeah. 16:39.17 Jimmy Purdy Because the advising side of it obviously entails little bit more as far as what, because that's more of the communication side that the client face, right? 16:43.45 Brandon Jones Mm-hmm. 16:48.75 Jimmy Purdy Where this is more kind of like a back-end estimator. 16:49.14 Brandon Jones Yes. 16:50.91 Jimmy Purdy You're just cranking estimates out, getting getting the labor, getting the parts on there, and calling it a day. 16:51.53 Brandon Jones Yep. 16:54.40 Brandon Jones Yeah. And that's kind of what we say is, you know, like I said, if if I'm freeing you up, to, you know, an extra half hour. um and And we all know you're not going to like, there's plenty in the shop that we have to do plenty. 17:08.58 Brandon Jones So what we, what we've been challenging everyone to do is just take five minutes of that 30 minute time savings and, and reinvest that in your conversation with the customer. 17:19.87 Jimmy Purdy Oh, sure. 17:20.01 Brandon Jones So educate them on the what, the why, you know what broke, why why it broke, why it needs to be replaced. 17:20.27 Jimmy Purdy Yeah. 17:27.00 Brandon Jones Because you know I work pretty closely with the Auto Care Association. um And anytime we we fill out a survey, anytime you see any kind of customer complaints for our industry, it always revolves around they don't understand what we did to their vehicle or why we did it. 17:44.19 Brandon Jones So what the challenge I always give the the shops that I talk to about this program is just take five extra minutes, reinvest that time, educate them on what and why we're doing what we're doing. 17:56.52 Brandon Jones um And you're going to see that return. In fact, like I'll throw some um numbers out to you real quick is, you know, we've seen in in our test shops and that's six shops that we've tested this in. 18:09.60 Brandon Jones We've seen an increase of 10%, just under in That's pretty significant. We've seen an increase in just under 15% in close ratio. 18:20.46 Brandon Jones And obviously we talked about the written per ticket because the standards get better and they get honed in. So the written per ticket is going to be a little bit better. But, you know, this all helps streamline the process. It all helps build a process. 18:35.98 Brandon Jones ah a better ticket that you can go out and sell to your guest and your customer, because, you know, this all leads to better sales, you know, better profits. And at the end of the day, I'll talk real quickly on this. It leads to better customer satisfaction. 18:51.35 Brandon Jones And that's, that's the part that a lot of people don't think about. This is kind of the, the, the extra that kind of happens with all of this, that we, this system that we're talking about is customer satisfaction. 19:04.18 Brandon Jones Right. You know, um when you're able to take a little extra time and just educate them, like we talked about, that increases trust, which is huge in our industry, right? 19:16.28 Brandon Jones It also builds a better relationship And with a better relationship comes better retention. And, ah you know, i was I was using the old Google not too long ago and Googled, you know, what's the retention rate and, you know, what's all that some of those numbers look like. 19:35.21 Brandon Jones And google Google told me that 67% of customers that come back, so the customers that we retain in our shops, spend six to seven times more. 19:48.53 Brandon Jones So if we're able to invest a little bit more time in just educating the guests, building up that trust, building up that relationship, it's worth a significant impact to our business. And that's kind of that that the, you know, ah the the side effect of remote estimating and all the warranty calls that we do and the business analytics. That's, you know, if we do the the one thing right, that that just kind of naturally happens. 20:13.93 Brandon Jones So. 20:15.69 Jimmy Purdy Yeah, it has to. i mean, you only have so much time you can spend, you know, you only have eight hours. 20:21.63 Brandon Jones Yeah. 20:21.88 Jimmy Purdy if you if you If you spend an hour with each client, that's only eight people you can impact, right? you get an extra half hour, you just double the amount of people you can help. 20:31.44 Brandon Jones Yeah. Yeah. 20:33.65 Jimmy Purdy Sounds simple when you say it that way, right? 20:35.54 Brandon Jones It does. It does. And, you know, you think about it this way, too. And ah since you said the word impact, one of my favorite words, you know, throughout the course of our lifetime, we get an opportunity. The average person could see opportunity impact over 10,000 people. 20:49.29 Brandon Jones And if you think about it in this standards, we're front facing, right? We're in front of the guests and the customers a lot more than a lot of other professions. So I'd like to think that number is a little higher in 10,000. And if we can go out and impact them just a little bit more, 21:03.58 Brandon Jones I mean, come on. I mean, you talk about the why for what we do, what we do in our shops. I mean, I can tell you, I know the reason I started my shop, you know, ah was because I got tired of, know, ah backstory. i was ah I was a sales leader in the industry for, well, NGK Spark Plugs and a couple other companies. 21:27.22 Brandon Jones And i was in and out and working with well over a thousand shops in my career. And I saw the same stuff over and over again. And finally, i just said, I can do this better. Let's go. 21:39.01 Brandon Jones And that's why I did it. You know, I think a lot of times that's a shop owners. That's why we do what we do. Right. we We do it to make a difference to, you know, obviously sometimes when we're doing things right, the money helps, right? Obviously we all need money to live. But I think a lot of us, when, when we got back into this, it was because we wanted to do things a little bit differently. We wanted to do things a little bit better and we wanted to make the final decision on how we were going to run our business. 22:04.12 Brandon Jones So, sorry, kind of trailed a little bit there, but you know, 22:06.62 Jimmy Purdy No, that's, ah I mean, it's good background. I was going to kind of, I was going to dive into that to see, you you know, what what your, what your story is. Cause I think that's really important. 22:13.31 Brandon Jones yeah. Yeah. 22:14.39 Jimmy Purdy And it's one of the missed things when it comes to a lot of these um different automotive industry programs and software things that that you know you know lots lots of stuff going on lots of moving parts right and it's good to know when someone's grounded and understands what we're all doing like what's the vision what's the mission statement here you know and and until you realize that for your own shop it doesn't mean anything to you but when you start understanding what that does for your own shop then you start picking up on that on other business professionals you're like well okay so there's a 22:29.98 Brandon Jones Yeah. 22:33.76 Brandon Jones Yeah. Yeah. 22:48.72 Jimmy Purdy There's a common thread here that we're that we're moving forward. you know like we're We're moving the industry forward. That's the idea, 22:54.47 Brandon Jones Mm-hmm. 22:55.07 Jimmy Purdy right 22:56.61 Brandon Jones 100%. And you know that's that's how this that's how Hub Shop Solutions came about. I mean, it was a couple of shop owners recognized a problem and they've provided a solution. 23:08.14 Brandon Jones And this is this is the solution. This is what we get to talk about today. And you know whenever we get a chance to increase shop efficiency, boost customer satisfaction, I mean, and just improve our processes overall. I mean, i don't know. That's a win, I think. 23:24.22 Brandon Jones So, yeah. 23:24.92 Jimmy Purdy Yeah, it's a good partnership. i wanted I wanted to ask too when it comes to estimating. So one of the big things that takes us a fair amount of time is is language. um And by language is removing acronyms, you know, um getting rid of the this POS is leaking everywhere, right? 23:43.71 Jimmy Purdy Right, like all those things we see in the inspection notes and we and we hound and we hound. 23:48.51 Brandon Jones Yep. 23:48.47 Jimmy Purdy So the advisors take that role to go in there and make sure that it's all 23:54.01 Jimmy Purdy articulately, right? It's all articulate and and it looks pretty and nice. 23:55.94 Brandon Jones Yes. 23:57.84 Jimmy Purdy Is that something your estimators go through and and do with language too? 24:00.47 Brandon Jones Yeah. 24:01.52 Jimmy Purdy They actually go through and check the notes and make sure that... 24:02.81 Brandon Jones Yeah, we we're I'll tell you, that's that's not something we spend a whole lot of time on. But yeah, we're going to check and double check that there's no um this. 24:08.76 Jimmy Purdy That's fair. 24:12.95 Brandon Jones Yeah, this POS doesn't need this, but it needs this. Yeah, we're going check all that because, yeah, we I've seen some things. I'm sure you have to. 24:22.84 Jimmy Purdy Yeah, it's it's it's it's a double, it's two different sides, right? We have to make sure, like okay, so you guys, when you when you say it needs a TPS, like it needs a throttle position sensor, right? 24:33.56 Jimmy Purdy Make the job easier for the advisors when they're looking the part up, right? Advisors, if you if you know what the TPS is and you're to put throttle position sensor, so when the client sees it, they're like, it needs a TPS. 24:44.29 Jimmy Purdy I don't even know is' like what's what's a TIPS, right? 24:46.25 Brandon Jones Yeah. 24:48.73 Jimmy Purdy so so So, you know, just it just builds that transparency, builds that that honesty and that communication because ah the one time the the customer looks at and says, i don't understand what that word is, what's their first thought, right? 24:52.23 Brandon Jones Yeah. 24:59.35 Brandon Jones Yeah. 24:59.91 Jimmy Purdy You guys are ripping me off. 25:00.38 Brandon Jones yeah yeah 25:01.71 Jimmy Purdy You're just making stuff up. 25:03.10 Brandon Jones Right. Yeah. Yep. it's that muffler bearing again. i tell you. 25:08.07 Jimmy Purdy Yeah. 25:08.17 Brandon Jones Yeah. 25:09.41 Jimmy Purdy Just making words up to sell me stuff, you know? 25:10.86 Brandon Jones yeah 25:12.12 Jimmy Purdy so I mean, that's, that's a big part of the estimating process for us in our shop, right? 25:14.81 Brandon Jones Yeah. So 25:16.36 Jimmy Purdy That's, it's taking the time to make sure that that's spelled out correctly. 25:16.84 Brandon Jones ah 25:19.90 Jimmy Purdy and 25:20.26 Brandon Jones Yeah. So I'm, I'm a Texas, I'm down here in Texas. I'm a Texas transplant, uh, born and raised just, uh, West of Chicago. Um, if you can hear that accent, which that's a, didn't even know i had an accent, but anyways, until I moved to the South, but anyways, uh, yeah. 25:31.99 Jimmy Purdy Got it. 25:38.59 Brandon Jones So, so we, we up North had something that we have to deal with, which was called torch time, right. And rust got to deal with all that nonsense. Yeah. Well, ah this this works well. This is part of the communication process. So if we look at it and we just say, hey, this control arm is going to take you know three hours normally, but it's all rusted and corroded. 26:00.33 Brandon Jones um What we do is just part of the communication process. um We just ask the technician to say, hey, you know what? I think this is going to take me an extra hour and a half just because I got to torch this thing out and Whatever the case, but that's part of the communication process because not every shop in every region is going to be the same. 26:18.78 Brandon Jones You know, we all have different businesses. We all have different business models. And that's just part of the communication process that we have that we got to keep up. 26:27.71 Jimmy Purdy I think that's the most important part. and I think we kind of glossed over that pretty quickly, but I think that's like one of the biggest things for me that really strikes me is kind of a, call it a red flag for lack of better terms, right? And maybe for those listening to using a remote estimator is probably one of the biggest things that they really make some leery about um is they need to see the vehicle to estimate it correctly. 26:49.17 Jimmy Purdy ah You know, the labor time is a guide and we all know how labor guys work. 26:52.62 Brandon Jones Yep. 26:53.58 Jimmy Purdy They work, you know, 50 percent of the time they work every time. Right. 26:57.04 Brandon Jones Yep. Yes, they do. 26:57.59 Jimmy Purdy so So I mean, that's that's ah it's really important. note And I think we kind of glossed over that kind of quickly. And and knowing that, too you know, with the pictures, when your estimators go through there and see the pictures, is that going to set flags for them? They had this component looks pretty rusty. 27:11.75 Jimmy Purdy It's probably going to need a multiplier. So are they immediately reaching out to ask that question? 27:15.49 Brandon Jones Yeah. Yeah. it's And a lot of that's going to be answered in the onboarding process that we do with the shop as well. Like what are the standards? What are the expectations? Both sides. 27:23.77 Jimmy Purdy Mm-hmm. 27:24.41 Brandon Jones Right. But yeah, you're 100 percent right. um It's all about the communication. And, you know, the the beautiful thing, too, is how how we're integrated with you know Slack and TechMetric is. 27:36.31 Brandon Jones Both of those are phenomenal communicating platforms. So what we ask and what this is, once again, part of the onboarding process is that any time we have something that's a little bit goofy, maybe outside of your normal environment, 27:52.81 Brandon Jones guide, right? Hey, like, I think like, I have to get inside to this to pull this alternator, but I think I'm going to crack this, you know, hose. Okay. Well, just type that in the notes, you know, and we'll estimate that in the, into the, into the repair order. 28:08.39 Brandon Jones Um, but once again, it all goes back to communication and we try to make it as simple, as simple as possible. 28:16.38 Jimmy Purdy Yeah, that's the goal, I guess. It is tough though. um you know Back to the back to the the valve cover gaskets, right? 28:20.70 Brandon Jones Yeah. 28:24.23 Jimmy Purdy You need an intake manifold gasket because you got to pull the plenum off. um I'm assuming that the team that you've put together going to have the education to know there are certain things or do you heavily rely on the shop to make sure that the tech is really itemizing each component they need? 28:36.38 Brandon Jones Yeah. 28:42.43 Jimmy Purdy Because obviously you look that up and sometimes it says R&I plenum, sometimes it doesn't. 28:43.22 Brandon Jones Yeah. 28:46.22 Brandon Jones Yeah. And sometimes it doesn't, so. 28:47.81 Jimmy Purdy Yeah. Yeah. 28:48.64 Brandon Jones Yeah, it's a 50-50 split, right? So, you know, ah we we want to do everything we can to make sure that the tickets are accurate for you on your end, right? And shop owners on their end. 29:00.35 Brandon Jones um But we would ask absolutely like if gaskets, if you need more additional gaskets or if you just need a gasket um and you have the opportunity to put that in there. I mean, it seems like gaskets are always the ones that are easily missed. But um just, yeah, just note that right there. Like, hey, you know, when I do the spark plugs, I'm going to need X, Y, Z as well. 29:21.88 Brandon Jones um ah we We do have very seasoned ah sales advisors and I feel really confident saying that. But, you know, at the end of the day, they're a human too. So they they might make a mistake, you know, um just like technicians, you know, they never make mistakes, but, you know, yeah, absolutely. 29:35.61 Jimmy Purdy Sure. No, no. It's always the advisor's fault. Yeah. 29:40.79 Brandon Jones Absolutely. Our parts department, come on. 29:42.90 Jimmy Purdy Now, is there is there like a, yeah you also in in the package or in your service carry on like a monthly service call, like where we where we sit down like once a month, let's talk about what went right, what went wrong. 29:50.36 Brandon Jones Yeah. 29:52.85 Brandon Jones yep Yep. Yeah, we want to touch base. And the the beautiful thing, too, is there's no contracts, right? You know, you can cancel this anytime. 30:04.19 Brandon Jones So there's there's really not a whole lot of risk. But yeah, we absolutely want to make sure that this is the most benefit to you um and vice versa. We want to make sure that we're we're helping you grow your shop and you know, you're helping us grow our business. We want it to be beneficial. 30:20.30 Brandon Jones Right. And if we have any concerns, we will, we'll, we'll let you know. And we would hope vice versa. Right. If there's any concerns that, yeah that the shops, the shop owners are seeing on their end, that they would let us know as well. 30:34.40 Jimmy Purdy So as ah as a as a brand new startup, it's always exciting. 30:37.99 Brandon Jones Yeah. 30:38.36 Jimmy Purdy ah You're based in Texas. Is that where you're kind of, your testing or your beta testing, i guess you call it, has been conducted? 30:45.99 Brandon Jones Yeah. We, we, 30:47.10 Jimmy Purdy Or have you kind of ventured outside of that state at all? 30:50.21 Brandon Jones Yeah, yeah, we got two in Georgia that we're testing and a handful here in Texas. 30:55.73 Jimmy Purdy Okay, cool. 30:55.93 Brandon Jones So we've we've tried the cross states just to make sure. And we've obviously tried right in our backyard just to make sure as well. But da we've we've been testing this thing for, geez, well over three months. So and now we're finally at that point where we're ready to roll it out. We think we got all the bugs worked out. 31:15.42 Brandon Jones um So, yeah, we're ready to go. 31:17.98 Jimmy Purdy is there an Is there an app that allows to see where it is or how how does the communication other than Slack come into play when you're in the shop management program? 31:29.28 Jimmy Purdy Like if we wanted to see where the estimate is in progress, is there like an in progress something that we can check in or we're just waiting to hear back? 31:30.25 Brandon Jones yeah 31:39.58 Brandon Jones Yeah, so you'll see that through TechMetric, right? it'll it'll ah You can move that and progress that through the channels, and you also see that through Slack as well. 31:48.66 Jimmy Purdy Okay. 31:49.43 Brandon Jones And if there's any questions at the end any time, like I said, you just shoot us a quick note. um But our response time is you know to get that to get on that estimate immediately and get it back in your hands within 15 minutes. 32:03.39 Jimmy Purdy Yeah, that's impressive. 32:04.68 Brandon Jones Yeah, yeah. 32:05.65 Jimmy Purdy ah'll send you so I'll send you some of our DVIs on some of our older vehicles. 32:08.88 Brandon Jones Let's go. Yeah. Yeah. Yeah. 32:11.30 Jimmy Purdy I guess on on that topic, though, is there a cutoff for years or you just you just take on whatever the shop gives you? 32:12.71 Brandon Jones so 32:16.33 Jimmy Purdy Because we'll get some 1962 Buick specials in here, right? 32:17.20 Brandon Jones yeah 32:20.48 Jimmy Purdy And it's like you go through these cars been sitting for 40-something years, right? 32:21.04 Brandon Jones yeah 32:24.30 Jimmy Purdy it's like everything needs work, right? 32:26.46 Brandon Jones yeah 32:26.95 Jimmy Purdy um And it's like there's no way you get that estimated in 15 minutes. 32:27.45 Brandon Jones yeah 32:31.41 Brandon Jones No, no. ah Yeah, stuff like that's probably going to take a little bit longer. um 32:35.89 Jimmy Purdy Obviously, yeah. 32:36.54 Brandon Jones But yeah, but I would say if you're sticking to, you know, the average repair or average age of a vehicle, which is what, like 13 years now, I think um it's within 15 minutes. 32:49.69 Brandon Jones No problem. 32:49.78 Jimmy Purdy Okay. That's fair. That's a fair expectation, I think. 32:52.21 Brandon Jones Yeah. 32:53.02 Jimmy Purdy Yeah. I think most most shops are trying to go 20 years or newer, 15 years and newer and kind of get out of that. 32:57.61 Brandon Jones hmm. Yeah, and we're not going to – yeah, like our our target audience, like we're not going to go partner with like the hot rod shops or or or or the restoration shops, anything like that. 32:59.41 Jimmy Purdy Because it it does. It takes a lot of time. 33:09.72 Brandon Jones We're we're looking for the people that are doing, you know, your your automotive repair on a daily basis. 33:16.20 Jimmy Purdy Yeah, that makes sense. So I guess getting down to the brass tacks of it, how does the program work when it comes to, is it a monthly service? Is it per ticket? Because that's something that's got my mind spinning a little bit. 33:25.32 Brandon Jones Yeah. Yeah. 33:27.62 Brandon Jones Yeah. So um I'll let you know. how How many cars do you do a month, Jimmy? 33:33.61 Jimmy Purdy About 100, let's say 100 average. 33:36.34 Brandon Jones Okay. So ah right now, the what we're doing for, new since we are a new startup, we got new introduction prices. So for you, it'd be $1,500 month. 33:47.97 Jimmy Purdy Okay. And so is that based on, so if our car count say went to 140 one month, because it does, um does that change the price? 33:48.99 Brandon Jones so 33:57.39 Brandon Jones No. So what we do is we'll we'll look at whenever we have this an onboarding meeting, we'll look at what your car count was the year prior. And that's what we base that on. 34:07.61 Jimmy Purdy I see. 34:07.71 Brandon Jones So the the good thing is if if you kind of suck the last year and you're killing it this year, you're not going to pay very much, but you might pay a little bit more next year. 34:07.97 Jimmy Purdy Okay. 34:16.78 Brandon Jones So um but yeah, that's that's how it works. 34:17.88 Jimmy Purdy Right. 34:19.39 Brandon Jones And it's a it's a monthly subscription, but I should say a monthly fee and it's not a subscription. So if you decide after two months that, hey, this just isn't for me, hey, no problem. 34:31.12 Brandon Jones Like we're, we're good. So yeah sorry to see you go, but we, we, you know, we understand, you know, we, we want everybody to make the best decision for them and for their shop, for their situation. 34:42.06 Jimmy Purdy Sure. Sure. I can see that. Yeah. And you'd have to see a month. You'd have to see a couple months to probably gain the value out of it. um 34:48.68 Brandon Jones hundred percent, just like coaching, right? 34:49.62 Jimmy Purdy Yeah. 34:50.08 Brandon Jones You're going see a little bit test it out and, and make sure you got the right thing. So. 34:54.76 Jimmy Purdy Yeah. I just, with the different cars and, is Is there a way you track that monetize that? Say if someone's in a growth mode and and if they doubled their car count in the next year, um mean, obviously it's probably a ah ah something you probably may may or not have thought about, but I feel like if if you're listening it and you're like in a growth mode, it might be time to call this guy right now. 35:06.92 Brandon Jones Yeah. 35:11.31 Brandon Jones Yeah. Yeah. So 35:15.74 Brandon Jones yeah, give us a call. 35:15.95 Jimmy Purdy Cause it's like, you're gonna get yourself spoken deal. 35:19.73 Brandon Jones Yeah, I would think if you just blow it up like crazy, like we probably have to have a conversation because that's going to require some more folks and more hours on our end. Right. But I mean, you know, ah we we want you to get over 100 and that that that mark that you're trying to hit. 35:29.19 Jimmy Purdy Sure. 35:34.71 Brandon Jones We would love for you to get into that extra, um you know, car count here that because if you do that, that means you're making a lot more money, too. So um and, you know, we we keep it very conservative. You know, it's sir Depending on the car count, like I said, it only goes up about $1,000 every next tier. 35:53.89 Brandon Jones So, I mean, if you're a big shop or a small shop, like the budget is there for you, right? This is designed for you. And, you know, it's not just, um you know, the remote estimating. We're going to take care of the warranty calls. 36:08.58 Brandon Jones Who loves calling extended warranty companies? You know, we'll we'll take care of that. 36:12.11 Jimmy Purdy Oh, that's a pretty ah it's a pretty ah shiny nugget right there. 36:12.96 Brandon Jones Yeah. Yeah. 36:15.74 Brandon Jones Yeah, we'll take that off your plate as well because you know that takes lots of time. Lots of time. 36:23.39 Jimmy Purdy Yeah. 36:24.52 Brandon Jones And we'll yeah, we'll take ah care of all that. Once again, we'll we'll go through that and the onboarding process, what that looks like. But that's that's included in that monthly price, you know? 36:35.56 Brandon Jones And then you're also going to get like a business analytics evaluation um every single month. And this is this is by no means anything to replace coaching or anything like that because coaching has absolutely has its place. 36:50.53 Brandon Jones um But this is something that that's a value add, right? That's in addition to. um So we're going to give you a monthly scorecard that's going to say, hey, you know what? You know, on a handful of your cars, you're below on your ARO. 37:02.46 Brandon Jones You know, um you might want to focus on ARO or, hey, you know, this this year vehicle or this kind of vehicle, re we're seeing ah ah only 13 pitchers on your DVI. 37:13.23 Brandon Jones Maybe that's something we want to take a look at. Or if you've got a technician that's doing lower DVIs, it's not going to be a real in-depth, but it it gives you a good snapshot um of your business and what that looks like. And and it's just some very, I want you to say very basic, just some some good best practices to go look at and adjust and tweak for that next month too to make you even more successful. 37:37.93 Jimmy Purdy That's pretty valuable. Now, could you look at that and say, if you had say five or six technicians in the shop, you'd be able to identify, um which one's given you a better product. 37:39.66 Brandon Jones Yeah. 37:49.16 Brandon Jones Yeah, I can't speak how how detailed that gets, um but I believe that that would absolutely tell you which technicians are pulling away. 37:53.24 Jimmy Purdy Okay. 37:55.95 Jimmy Purdy It's more of an average overall of like the vehicle and estimating. 37:57.81 Brandon Jones Yeah. 37:59.23 Jimmy Purdy Not necessarily, hey, Johnny's only given us two pictures where, you know, Marco likes to put 15 on there. 38:03.13 Brandon Jones Yeah. 38:05.47 Jimmy Purdy um 38:05.63 Brandon Jones Yeah, correct. 38:06.24 Jimmy Purdy Not that in depth. Okay. 38:08.23 Brandon Jones No, no, I don't think it's going to go that in depth, but it's going to give you, you know, your. 38:12.05 Jimmy Purdy That would be pretty damn valuable. 38:12.48 Brandon Jones your Yeah, right. 38:13.56 Jimmy Purdy Yeah. No, that's like that got because we do that, you know, on ourselves and what we call a DVI rodeo. 38:19.01 Brandon Jones Yeah. 38:20.87 Jimmy Purdy Right. Where we'll take a car and everybody does the inspections and we see who's who's more detailed than the other. 38:21.63 Brandon Jones Okay. 38:26.54 Jimmy Purdy Right. And that takes a lot of time. 38:27.72 Brandon Jones Yeah. 38:28.72 Jimmy Purdy But that's a whole different ah ball of wax, I think. 38:30.39 Brandon Jones Well, maybe we can work on that for rollout number two then. 38:34.10 Jimmy Purdy There go. Yeah, that would be, yeah. 38:35.01 Brandon Jones So. 38:36.24 Jimmy Purdy If you had the data kind of information where you could actually see which technicians are sending you what and how detailed they're being, man, that would take a lot off a lot of people. 38:42.29 Brandon Jones Oh, 38:45.19 Jimmy Purdy I would say that the shop manager's plate, not the advisor's plate. 38:45.47 Brandon Jones oh yeah. Yeah. 38:48.99 Jimmy Purdy So like, again, I think it's a different can of worms, but it still would be super helpful. 38:51.64 Brandon Jones Yeah. 38:54.00 Brandon Jones Yeah. I'll make a note. Hey, you never know. So. 38:58.96 Jimmy Purdy Well, with everyone listening, and if they all signed up, then I think we'll get this thing rolling, you know? 39:03.17 Brandon Jones Yeah, let's do it. Yeah, we could. Hey, if everyone signs up, we'll we'll add that in there. So no pressure. 39:09.47 Jimmy Purdy We'll just make sure they just add the gearbox then to the end of their, uh, submittal form. 39:12.71 Brandon Jones Yeah. 39:13.95 Jimmy Purdy So we know where they came from. 39:14.61 Brandon Jones Absolutely. Absolutely. So we know. Yeah. 39:18.34 Jimmy Purdy Well, right on, man, this is exciting. It's always, it's always, ah exciting to have new things roll out in the industry because that's how we keep progressing. You know, you get stuck in your ways and then everyone's like, Oh, I don't need this new thing. 39:29.78 Jimmy Purdy And that's when you start going the wrong way. Cause if you're not growing, you're dying. 39:32.74 Brandon Jones Yeah. Yeah. 100%. 100%. hundred percent 39:35.99 Jimmy Purdy No. 39:36.05 Brandon Jones um precise 39:37.47 Jimmy Purdy So if anybody needs to or wants to get a hold of you or wants to get in touch with you, how do they do that? 39:42.58 Brandon Jones Yeah. So, you know, my name is Brandon Jones and you can get me at Brandon at HubShopSolutions.com. 39:53.17 Brandon Jones um You can go to our website, which is HubShopSolutions.com. um I'm pretty active on Facebook and LinkedIn, so you can get me through there. It's ah B. Jones Sales Pro and you can get me through Facebook or or LinkedIn. 40:10.10 Brandon Jones I'm on Instagram, but I'm not very active on Instagram. So the other two platforms. 40:14.71 Jimmy Purdy How do you like LinkedIn? I see that direction. 40:17.90 Brandon Jones You know, I would say LinkedIn, I am more active on than Facebook. And ah I thoroughly like 40:26.01 Jimmy Purdy I see the tide moving that 40:28.50 Brandon Jones Yeah. 40:28.50 Jimmy Purdy i see the tide moving that way 40:30.74 Brandon Jones Yeah, it's, ah you know, Facebook certainly has its place. um But I think LinkedIn just kind of cleans up a lot of the unprofessional stuff. 40:42.69 Brandon Jones So once again, that has its place. 40:43.56 Jimmy Purdy and Well, the platform the platform yeah the platform is very similar to to to Facebook. 40:45.53 Brandon Jones I enjoy it as much as the nice guy. 40:48.72 Jimmy Purdy It's very, very similar. 40:50.33 Brandon Jones Yeah. 40:50.53 Jimmy Purdy The layout, right? and the then like the 40:52.05 Brandon Jones Yeah. 40:52.80 Jimmy Purdy It's very similar, but yeah, there's no garbage. 40:55.92 Brandon Jones Yeah, correct. Correct. So. 40:58.15 Jimmy Purdy I like the way you put it. It cleaned it up very much so. 41:00.02 Brandon Jones yeah cleaned up a little bit. 41:02.79 Jimmy Purdy Well, cool. And then any any other events you're going to be at where someone can walk up and shake your hand and kind of get a demo of what you got going on? 41:10.57 Brandon Jones Yeah, I'm not sure what time when when this is going to air, but I'll be at Vision um here in the geez what are we the first first weekend of March. ah Second weekend of the March, excuse me. so um We'll be at booth 913. 41:24.60 Brandon Jones so You can come ah come say hi, shake our hands, and um yeah learn a little bit more yeah ah we're we're nothing nailed down yet but yeah we're going to be out there so you'll you'll see us at the majority of the events out there yeah 41:31.95 Jimmy Purdy Any other training events you're planning on being at this year? 41:40.58 Jimmy Purdy Okay. and about 41:44.44 Jimmy Purdy Awesome. Well, Brandon, it was a nice to meet you and appreciate you telling me a little bit more about what's going on. And maybe when we ah we crack our 140 car count and I need some more help, I know who to reach out to. 41:57.17 Brandon Jones yeah we're here to help 41:58.84 Jimmy Purdy Right on. Cool. And then hang out for just a minute. 42:02.08 Brandon Jones Yeah.