The Road to Sold with Glenn Pasch

In the latest episode of TimTalks, Glenn Pasch joins Tim to discuss his new book, “The Road to Sold,” the evolution of digital retailing, and how leadership drives lasting change in automotive. 

From his journey into the industry to powerful lessons in process and customer experience, this is a must-watch for anyone in automotive. 

Connect with Glenn on LinkedIn, and order “The Road to Sold” today. 

[00:00–01:34] Intro & Guest Introduction Tim opens the episode and introduces leadership coach and automotive expert Glenn Pasch. 

[01:35–06:27] Glenn’s Journey into Automotive Glenn recounts his start in hospitality and acting, how his brother Brian introduced him to digital marketing, and their eventual partnership in founding PCG. 

[06:28–09:11] How Glenn Met Tim Tim shares a memory of how PCG recognized CarNow early on, giving them a platform at NADA before they had a booth. 

[09:12–14:02] Thinking Outside the Box Glenn explains how PCG’s vendor research reports became an unexpected marketing tool and a trusted resource for dealers and vendors. 

[14:03–16:30] Launching “The Road to Sold” Glenn introduces his new book, inspired by conversations with Tim. The book emphasizes the need for conversations, not just leads, to drive digital retail success. 

[16:31–18:29] Why Conversation Matters The discussion shifts to how most dealerships chase leads rather than serve people, and why it’s time to evolve the digital sales process. 

[18:30–22:26] Treating Online Customers Like In-Person Guests Glenn advocates for mirroring in-store service online and eliminating friction to meet customer expectations. 

[22:27–23:02] Leadership's Role in Change They reflect on how leadership determines whether process changes succeed or fail—and why consistency and accountability are key. 

[23:03–25:47] From Training to Execution Glenn details the difference between dealerships that talk about change and those that live it daily. 

[25:48–29:34] Breaking Old Habits & Market Myths Tim and Glenn debunk excuses like “my market is different” and challenge leaders to rethink credit assumptions and embrace process consistency. 

[29:35–31:29] Adopting Tech with Intentionality They discuss how technology like AI should be thoughtfully implemented, and that customers want faster—not necessarily fully digital—car buying experiences. 

[31:30–34:36] Closing Thoughts Tim and Glenn wrap up with leadership insights and encourage listeners to evaluate their own commitment to process improvement. 

Chapters

• 0:00 Intro & Guest Introduction
• 1:35 Glenn’s Journey into Automotive
• 6:28 How Glenn Met Tim
• 9:12 Thinking Outside the Box
• 14:03 Launching “The Road to Sold”
• 16:31 Why Conversation Matters
• 18:30 Treating Online Customers Like In-Person Guests
• 22:27 Leadership's Role in Change
• 23:03 From Training to Execution
• 25:48 Breaking Old Habits & Market Myths
• 29:35 Adopting Tech with Intentionality
• 31:30 Closing Thoughts

Transcript

00:00:00:00 - 00:00:30:26
Speaker 1
Welcome, everyone to yet another episode. Pretty special episode, Gavin. Announcement to make, but another episode of Tim Talks leadership and beyond. This week's guest. A lot of, you know, he's been around the space for quite some time. His leadership, quite frankly, his his personality, his encouragement. Quite frankly, I've never even seen him upset. Quite a great human being.

00:00:30:26 - 00:00:38:12
Speaker 1
The one and only Glenn Pash. Glenn, welcome. Welcome to Tim Talks. Brother. How are you?

00:00:38:16 - 00:00:46:17
Speaker 2
I am well, and thank you. I really appreciate being here. Excited to chat with you, as I always am. But now we get to do it in front of people.

00:00:46:20 - 00:00:55:19
Speaker 1
Now we get to do it in front of people and we can, you know, we still can. You know, we bust each other up like we're brothers. Like I'm part of that whole plan that 19 kids and your family. So, you know,

00:00:55:19 - 00:01:08:14
Speaker 1
in all seriousness, guys, I know, some of the greatest, operators in the space, and I can go down the list, but I know, you know, everybody I mentioned in every other episode, Patrick J.

00:01:08:14 - 00:01:32:23
Speaker 1
Bad. You know, Glenn pours into Patrick. You know, I think that everyone, if they're humble enough and and most importantly, smart enough and humble enough to know that they need a coach. Glenn, is that the work that he's done there at PCG? And quite frankly, just one on one coaching and consulting, some of the best minds in the space use Glenn for that.

00:01:32:23 - 00:01:34:15
Speaker 1
We got a lot of talk about for the

00:01:34:15 - 00:01:42:08
Speaker 1
Glenn. Let's just dive right in just really quick for the two two people out there, that don't know

00:01:42:08 - 00:02:11:04
Speaker 1
PCG, that don't know DMC and and and Modern Retail conference and don't know how you got in this whole automotive space. Give us a little history lesson on how you got to the space and how obviously Pcgg and all the events that you and your brother do and all that have have kind of come now, I would argue, again, before I even let you announce that I and I'm not being not trying to be ugly, but and I won't even mention some big conferences.

00:02:11:04 - 00:02:21:00
Speaker 1
I'm not talking about nada, but there's a pretty big conference once a year that, I would argue there or twice a year, I believe it is. I would argue

00:02:21:00 - 00:02:34:26
Speaker 1
there's more actual dealers represented as far as. And what I mean by that is one dealer that represents a 70 store group or one dealer that represents, you know, a public or whatever.

00:02:34:28 - 00:02:53:07
Speaker 1
There's more actual rooftops represented, at least from what I see as a vendor that pays to go to conferences and the ROI at your conferences, it's pretty fricking phenomenal. But let's just take us back a little bit to your story and, and, how you got into automotive just in the beginning, because you start out in hospitality, right?

00:02:53:15 - 00:02:59:29
Speaker 2
Yeah. I mean, well, before that, I was, working very hard to be an actor and make money at it.

00:03:00:14 - 00:03:03:04
Speaker 1
That's right. I forgot about that.

00:03:03:04 - 00:03:12:27
Speaker 2
hospitality. I've been in the hospitality. Worked in the restaurant industry since I've been, you know, 14 years old, off and on. And, I love the organized chaos of it.

00:03:12:27 - 00:03:38:10
Speaker 2
And automotive dealerships remind me of that because, you know, you have a set structure, you have processes, but every day is different. And that for me always helped because just sitting I've done jobs where very repetitive and it just doesn't help me. But probably I had worked did that and I worked at another company and I left that company and I was trying to build a consulting company for myself because they said, well, let me go see if I can do this.

00:03:38:10 - 00:04:11:18
Speaker 2
And my brother Brian, who is now, you know, we're business partners. He was starting this company, he started, online marketing. He made the shift from more of direct mail and traditional. He saw where it was going online. And so he started and we actually traded services. I came down to, see him at his office, and he was teaching me how to, promote myself, how to write online, you know, help build the first website, you know, connected me in automotive.

00:04:11:18 - 00:04:35:14
Speaker 2
But I was working outside of automotive. And I actually remember presenting at an automotive conference before I was even with him talking all about customer service and taking care of the customer. And I jokingly say, I could probably pull out that that, presentation from probably I'm going to say 15, 16 years ago. And outside of a couple tweaks, it's probably still relevant, which is a very interesting thing.

00:04:35:16 - 00:05:02:23
Speaker 2
But, he was building his company. He is really great at seeing around the corner, see what's coming next, really great at ideas. And but he's not very good and he'll be the first to admit it, to building processes and building structures. And, you know, his patience. He's keeps moving. So, he was helping me promote. And then I said, well, let me help you build some structures or else your company's going to collapse.

00:05:03:00 - 00:05:29:19
Speaker 2
And then one of his long term employees that he knew for a while said, why don't the two of you work together? And we looked at each other day. Okay. And so that's probably I think I've been officially working. We've been working together for over 16 years, and automotive, oddly enough, just happened to be a vertical that we stepped into because when Brian was starting the business, as you always do, you go to all your friends and family and people you know.

00:05:29:19 - 00:05:50:06
Speaker 2
So we were doing SEO and that's what we really started out doing was SEO and content did it for the person who, did his Lasik eye surgery and some of his friends who had restaurants, and somebody was a yearbook company. And lo and behold, one of the, people was a dealership. He went into the dealership and said, you need SEO.

00:05:50:06 - 00:06:11:13
Speaker 2
And they're going, I have no idea what this is either, but you need this. And they negotiated somehow to that was one of our first clients. And at that time, a lot of money was coming into digital, so to speak, and people were interested in it. And conferences started. So we started putting ourselves on stage and writing, and every publication we could figure out how to do.

00:06:11:18 - 00:06:27:18
Speaker 2
And lo and behold, that vertical just took off. It wasn't really conscious, but we saw the trajectory and we said, let's, let's make a mark in here. And we've been doing this now for he's been doing it for almost 20, I guess I'm around 16 years. And, yeah, it's been a great ride.

00:06:27:28 - 00:06:42:25
Speaker 1
It's pretty funny. As a matter of fact, you mentioned that this just. And I took a picture. I just turned my phone off, said, don't go off, but I took a picture of it because it popped up in my, memories in Facebook. And how we met is I'll never forget. And I don't even think you know

00:06:42:25 - 00:06:43:03
Speaker 1
this.

00:06:43:03 - 00:06:53:11
Speaker 1
I haven't told you this, and I haven't told Brian this. No, but I'll never forget. It's good, though, you know car now and I'm not, you know, car now started.

00:06:53:11 - 00:07:07:12
Speaker 1
People know the story. It was just me knocking on doors, obviously with just a couple other people that were building the code and figuring that out. And as I knocked on doors, we hired a few people.

00:07:07:15 - 00:07:28:00
Speaker 1
And I remember Aaron Baldwin, who's now the, I think I know he's the head of product. I don't know, his official title. But, at, automotive mastermind is incredibly intelligent, young man. And it was just a couple of us, and and I can remember, you know, knocking on doors. And we went to our first nada.

00:07:28:01 - 00:07:49:03
Speaker 1
We didn't even have a booth. And I got a notification email. I don't even know how you got my my email. And one of our dealers, Andy Wright, said, told you guys that you have to check out this car now. So I had never heard of what. And I'm and I go to I go to Aaron Paul and I'm like, what is this?

00:07:49:04 - 00:08:06:22
Speaker 1
He's like, dude, that's a really good thing. So I can remember coming by the PCG booth because I didn't even know there was an award ceremony. I obviously missed that, and we picked up our, award for our software that I didn't even know that we were up for. It was one of our dealers, and that's what start.

00:08:06:22 - 00:08:35:04
Speaker 1
I was so proud. In fact, I literally and it's it's a little embarrassing, but it was a proud moment. You you don't know, I mean, I, I left the I left the dealership literally in December of 2014 with a daughter getting ready to go to college. And we had zero paying dealers. And the fact that, you know, a few short months later, I literally I told Aaron I was going to walk around with, make a chain for it and walk around with it on my neck because I was so proud of that award.

00:08:35:04 - 00:08:45:12
Speaker 1
And that's how we got to know you. And then I just got a, notification from Facebook Memories, the 2017, automotive

00:08:45:12 - 00:09:02:06
Speaker 1
engagement conference. And that's where, you and me and Cassie and, Dan Moore and, Brett Sutherland. And, you know, a lot links. I mean, we all hit the road in and I think we did.

00:09:02:06 - 00:09:11:08
Speaker 1
I don't want to exaggerate. I think we did like 8 or 9 cities in like 90 days. Yeah, we.

00:09:11:08 - 00:09:25:03
Speaker 2
Brian thinks outside of the box at times, because, you know, when we were doing, you know, we were analyzing and just looking at products based on what our customers were asking us about. So what do you think about this?

00:09:25:03 - 00:09:43:29
Speaker 2
What do you think about that? And then Brian said, you know, because one company said, oh, we'll pay you if you do this research report and write about us. And Brian said, well, the only thing I'll do is as long as we can be honest, I'm not going to tell somebody that it's great if it's not because of my reputation and the reputation.

00:09:44:03 - 00:09:53:09
Speaker 2
They were fine. And all of a sudden Brian was sitting there going, you know, the one thing that dealers don't have at that time, they didn't have a

00:09:55:11 - 00:10:03:12
Speaker 1
Yeah. Yeah. You're right. Yeah. Yeah.

00:10:03:14 - 00:10:13:01
Speaker 1
Yeah, yeah. Hey, this is a great idea. Glen, go handle this.

00:10:13:03 - 00:10:25:29
Speaker 2
Okay.

00:10:26:02 - 00:10:38:11
Speaker 1
Yeah, yeah. Yeah, yeah.

00:10:38:14 - 00:10:44:25
Speaker 1
Yeah. That's right. Joe truck. Yeah. It was in that too.

00:10:44:27 - 00:10:56:10
Speaker 1
That's right.

00:10:56:10 - 00:11:05:06
Speaker 2
big dumb book that we had. And every and you'd see dealers start walking around any day with it, and they walk in and say, hey, is this you?

00:11:05:06 - 00:11:19:29
Speaker 2
I want this. And finally one person said to me, I can't remember. I think it was dealer and I can't remember, and I don't want to name the name because in case it was the wrong one. But he pulled me aside at one nada. And he goes, and he just did his finger in my face. And I said, why?

00:11:19:29 - 00:11:45:28
Speaker 2
He goes, you're awfully smart. I said, what do you mean? He goes on walking around this whole nada. And I see all of these research reports from away for all of these peop, all these customers. And guess whose name is on every single one pig Joe. He goes, you're in everyone's booth here, and nada. And I said, I don't know if you know, jokingly, I don't know what you're talking about.

00:11:46:00 - 00:11:52:29
Speaker 2
But he said, that's so smart. Not only are you helping the dealers be a trusted resource, you're helping the vendors promote themselves, but

00:11:58:15 - 00:12:08:14
Speaker 1
Yeah. It's it's it's been cool to watch and, you know, through through. Yeah.

00:12:08:14 - 00:12:19:27
Speaker 2
know we'll get to the book, but one of the things that I always admired about you and your company is the fact of you're ready to jump in off the edge, you know, you're you're literally I still remember.

00:12:19:27 - 00:12:38:24
Speaker 2
And it's so in my mind and it was very impactful. And things that I've done over the last could lower now because it's pre-COVID, you lose track of time, but it has to be around 2017 and you could correct me. But it was a time that when we the idea of digital retailing first was coming out like nobody really knew what it was.

00:12:39:01 - 00:13:02:07
Speaker 2
And Brian at one of the DMC or one of them said, you know, because I kept saying to him, this is nonsense. You know, that we're, you know, we're the cost, we're driving. And I was mad as an agency. We're driving all this traffic to the website, and we're getting blamed for no sales. But every time I click on this button, check availability, and the customer is assuming they're going to get an answer, it's a form, I said that pisses me off.

00:13:02:09 - 00:13:21:25
Speaker 2
And somehow with in that flow of all these conversations, he was like, well, what if we remove the form? What if we get right to a chat or get right to a conversation? And I remember him challenging and you and Joe Chair from Dealer Inspire were the first ones who were like, we're going to do it and not just say it.

00:13:22:00 - 00:13:25:20
Speaker 2
You guys did it all in. And that's what I

00:13:31:20 - 00:13:46:28
Speaker 1
Yeah, yeah. And sometimes, you know, you're you're always tweaking. It's like a, you know, software, your company, your body, your, you know, it's always. It's like a Jeep. You're never done with it. There's always another accessory. You can pick it up.

00:13:47:00 - 00:13:57:10
Speaker 1
Yeah.

00:13:57:21 - 00:14:15:21
Speaker 1
Yeah. Yeah, I think that there's there's good and bad. I mean, I think there's a never satisfied bad aspect, but as far as never as far as you know, stuff, you know, I think that can be a little bit as far as never satisfied, continue to push the envelope to serve dealers and sell more cars and service because I think that's extremely healthy.

00:14:15:27 - 00:14:30:17
Speaker 1
Well, let's let's dive into it because I do want to I do want to talk about, ladies and gentlemen, if you want to show Glenn, if you want to show the book, the title of the book, why you wrote the book,

00:14:30:17 - 00:14:35:19
Speaker 1
there we go. The Road to Sold.

00:14:35:19 - 00:14:54:25
Speaker 2
got some copies. The road to sold a new approach to your online sales process. And as I told Tim in the book, right after you go through the foreword and tables of context, what starts the book? A quote from Tim Cox. And he said this a long time ago, and it always stuck with me.

00:14:54:25 - 00:15:12:27
Speaker 2
And I was kidding. I think you thought I was kidding when I said, oh, you know, you open the book and you're oh yeah, sure. It says you can't sell a car without a conversation. And I always remembered that. And that was really one of the genesis of this book. Over the last few years, when I've been working with dealerships.

00:15:12:27 - 00:15:34:20
Speaker 2
And finally, you know, I thought I'd be right, rewriting this, selling cars in the digital age. And Brian, my brother, was the one who said, no, this is yours. It's your voice. You write it. And but it was this idea of conversation. We were so these the processes that have been in place were so about forms and so about leads.

00:15:34:25 - 00:15:55:01
Speaker 2
And we were always chasing someone, not serving someone. And I, it always bothered me. And I kept saying, yeah, we're selling cars, but how many are we missing because of this? And then when I saw urban sciences data, maybe about maybe a year ago, I was just I finally I was like, there's data that supports what I said.

00:15:55:06 - 00:16:19:05
Speaker 2
And when they track people in a CRM and you see how many people that are in a deal or CRM who end up submitting a lead, but go buy from someone else eight days later, 15 days later, a month later, and everyone's just focus on those first few days because they're they're still in that old mentality of appointment versus conversation.

00:16:19:17 - 00:16:38:20
Speaker 1
Okay. Can I just say. And I'll say this very quickly. I'm not going to use the guy's name. Very nice guy when I was there. So I just maybe. Maybe this is just to get better, but I just bought my wife a car, and it was, a car that wasn't readily available. And I will tell you, first, I call the dealership.

00:16:38:23 - 00:16:58:04
Speaker 1
It's one of our stores. First. First, I called the dealership because I just obviously I wanted to see, you know, who who was there. I couldn't get anybody in phone, think could not get anyone on the phone. So I called my my our local account manager, sales salesperson who's number two in the company. Very good at what she does.

00:16:58:07 - 00:17:18:26
Speaker 1
I said, you know somebody here, can you get in front of them? Yes. I finally talked to them and they said, hey, I got a car coming in. Anyway, I, I but no, they did not reach out to me one time. Not one. I reached out 100% at a time. I physically drove their saw car was a premium car, ended up getting our new one, but a pre-owned car.

00:17:18:26 - 00:17:36:13
Speaker 1
I said, okay, he's like, I've got to put it in the shop, see what it needs to be certified. I said, okay, then call me back. Two days didn't call me back. I had to text him, I had to, I said, hey, any update? Nothing. Waited three hours, finally text me, I mean, and I could go on and on and on now.

00:17:36:19 - 00:17:58:03
Speaker 1
Great guy. When I got there and it was a brand that, you know, it wasn't a Toyota store, so it didn't sell a lot of, you know, 600 cars a month. And I'm thinking, oh my God, I just, I just but it's the fuel. It's the people that actually get it. It's the people that actually, you know, lead their dealerships.

00:17:58:03 - 00:18:29:23
Speaker 1
This is a leadership podcast that lead their dealerships to where, you know, they create that experience. What are some what are some things that you're seeing? Obviously, the inspiration for your book came from multiple places, but and probably from what you're seeing in the space. But let's talk about that. The that not only the, you know, the, the road to sold, but you know, you know, what are the big outliers that that most dealers are missing in that road to sold to steal your your title for your book.

00:18:30:00 - 00:18:57:20
Speaker 2
Well I think there's, you know, again the, the question that a lot of people talk about is like, well take a step back there. There is always this idea or comment to people say, I want to take care of my customers. Customer service is a priority for us. But yet, just in your experience, do you have the processes in place to do that, or is it up to the individual to decide what version of what they're going to do is called customer service?

00:18:57:22 - 00:19:17:19
Speaker 2
One of the things that they struggle with, especially when you're talking about online, you know, people are pretty good when someone comes in, like you said, but phones and internet leads, there's always a debate do I have a BDC or do salespeople? And that was always the debate. And it finally dawned on me about, you know, 18 months ago, because I sat in a store and I listened.

00:19:17:22 - 00:19:36:23
Speaker 2
That was the wrong question. The question wasn't BDC or internet. The question was, are you treating your online customers like your in-person customers? Right. Because if you walked up to that gentleman, so think about it. You walked up the gentleman, he greeted you, talk to you, what are you looking for? Blah, blah, blah, blah. 50 bazillion questions. Now outside of the fact that he didn't pick up the phone.

00:19:36:27 - 00:19:51:21
Speaker 2
But if you submitted the lead, probably they would have said, hey, it's here, Tim, when do you want to come in? And their subsequent outreach for the next day or two is all about, hey, when you coming in? I have time now. Come in, come in, come in. No one's starting the conversation which goes back to your quote, but yet we have a conversation.

00:19:51:21 - 00:20:13:25
Speaker 2
If if you're standing in front of me, you're not saying to them, I can't tell you about the car, Tim, till you test drive. No, I just want to know. Know got test drive. But that's what we do online. So I think the ones that are finally understanding that and are looking at their processes and willing to treat the person who's an online customer as if they're standing in front with, I'll give you their numbers, I'll give you a trade number.

00:20:13:25 - 00:20:35:05
Speaker 2
It may not be the exact number we end up with, but as soon as I say no to somebody and I think this is a post Covid customer mentality, because in Covid, depending where you were, you couldn't go in. You had to do everything online. You had to do everything over the phone. You were willing to do whatever it took.

00:20:35:07 - 00:20:58:29
Speaker 2
Here's numbers, because you can't come in and I can't go back and forth. Here it is then. Inventory made through monkey wrenches in. But here we are assuming inventory. Forget tariffs for the moment just inventory. Those customers now have moved to a more convenience based economy. We now see the rise of DoorDash and Uber Eats and Amazon. If it's not here in an hour, I'm mad.

00:20:59:01 - 00:21:26:18
Speaker 2
So everything has sped up. Plus, the people that were in Covid who got that quick, fast online deal are back in the market and they expect something better. Not going backwards to what we used to do, where we can't give you a number till I see it. I can't give you numbers till you're here. The people who get that and have leaned into keeping that, moving forward and leaning into convenience are going to dominate it.

00:21:26:18 - 00:21:42:00
Speaker 2
That's what I'm seeing, is there are people going backwards, and the people who are going forwards and backwards, people are scratching their heads going, why aren't we? Why aren't we having more conversation? Why are we so? Because you're putting obstacles in front of people who are all about convenience.

00:21:43:14 - 00:21:57:14
Speaker 1
I. Another quote. And it's too late to get it in your book. But thank you for that. Truly humbled. Right. Just write it in when you autograph, when you have your book signing. But I. Yeah, tell me the quote, the quote is this what would

00:21:57:14 - 00:22:03:03
Speaker 1
happen if we tree or some people there's a there's one dealer group that was kind enough to actually print it out.

00:22:03:03 - 00:22:25:06
Speaker 1
And they put it all over the BDC. What would happen if we didn't? Because it's just a different way than you said it. What would happen if we treated every internet lead like a showroom up? Honestly, ask yourself that question. And I and I think that, you know, what I would like to get into is the leadership behind what is the difference.

00:22:25:06 - 00:22:46:10
Speaker 1
Because, look, I'm in dealers as you in fact. And thankfully this this particular dealer we still have, but I can remember, selling a dealer group, it was like almost five years ago, four years ago. And you happened to be consulting with the dealer group at the time, and they were late for training or didn't want to come to training.

00:22:46:11 - 00:23:02:25
Speaker 1
Car now training. And you were there and we were you were facilitating some things. And the general manager literally told you, why am I going to go to training? This is just another idea that is going to go to by going to go by the wayside. So literally the GM was like, why would I go to training? This is just another idea that's just going to fizzle out.

00:23:02:25 - 00:23:20:15
Speaker 1
And you remember that, obviously we'll leave it at that. And now that that dealer has become a pretty good friend and we're and it's five years later, so he changed. He broke the mold. But let's talk about what is the difference, you know, why do you think. Because you're and probably as many dealerships as I am on a weekly basis, at least different faces.

00:23:20:15 - 00:23:48:27
Speaker 1
What is the difference with the leadership on the dealers, the GM's, the GSM, whoever's putting that process together, they say, you know what, we're going to make a difference. There's the line, we're burning the boats. You know what I mean? We're burning the boats the way we used this is the way we're going to attack. What is the difference in that leadership mentality that you see on a daily basis, which obviously was part of the inspiration for your brand new book coming out on Monday, road to the sale.

00:23:49:14 - 00:24:22:13
Speaker 2
So I would say it is the ones that one first have a process. They've thought it through. They've written it out. They've done the proper call it the proper training. And that's where I think the line is for everybody more or less gets to that point. The really great ones really focus on the implementation. They really focus on how do I take it from classroom or webinar training, what car now and make sure it's getting done every single day.

00:24:22:16 - 00:24:41:26
Speaker 2
And so those people talk about it every single day. So if you want something to stick, you talk about it every day. So if I want to see our chats being answered at a certain time, are we using the digital retailing information that I can submit in a car now, lead in my communication out to that customer?

00:24:41:28 - 00:25:05:15
Speaker 2
Well, I have to look at it every day. But more importantly, in our manager meetings, we have to talk about it every day. What is this? What is this? How many appointments did we set? Because as soon as you stop talking about it, as a leader, it's no longer important to you. In the team's mind. And so now you've moved to something else and all they want to do again, think of it as kids.

00:25:05:15 - 00:25:26:04
Speaker 2
Kids want to please the parents. So whatever, whatever you're focused on, look, I'm focused on it to like me. So you have to do it. It doesn't have to be the main point where you spend 1,000,000 hours on this every single day. But if you talk about five metrics every single day, well, now we talk about six. And now it's an important metric.

00:25:26:06 - 00:25:47:22
Speaker 2
That's the difference is people talk about it every time they inspect it. They make sure verses and you've heard this all the time in some people, some dealerships who are up and down, they're the roller coaster dealerships. Oh yeah. We used to do that. Oh, I that used to work in my other dealership. And I keep thinking, well, why aren't you doing it in this dealership?

00:25:47:22 - 00:26:00:11
Speaker 2
Or why did you let it stop? Reason why it stopped. Is someone at a higher level no longer made it seem? That's a it's an important aspect of our business.

00:26:01:11 - 00:26:32:05
Speaker 1
Yeah. You know, it's. It's so funny that I want to say funny. But human, you know, human beings are human beings. You know, I we just had been, from auto genius on here, a week or so ago. Such a smart guy. And I just saw a post. I just saw a post from him talking about, you know, with all the all the drama and all the not drama, but all the hype is the better word for ChatGPT.

00:26:32:07 - 00:27:05:16
Speaker 1
And then if you haven't checked it out, maybe we'll put that that Benz, Benz, Lincoln and one of our post on on Tim talks, but he talks about Google and YouTube are still so far I can't remember because that was it was ten, 2015 and ChatGPT was still way down here like we're creatures of habit. So even a lot of the 100% AI in this net people to your to the comment in your book that starts your book having that conversation, having that dialog.

00:27:05:22 - 00:27:27:02
Speaker 1
But the consistency of even we have great technology coming. At the end of the day, people are creatures of habit and we need to instill the process. I talk about, you know, I just spent a couple weeks at Fletcher Jones and their book is so impressive. In fact, they the crazy thing. Not crazy. It works for them. It's not debatable.

00:27:27:02 - 00:27:48:26
Speaker 1
They are the largest Mercedes store in the world. Not debatable. They are. They're the largest Audi store in the world. Not debatable. They are. They have two. I believe it's two I know for sure. One. Please, I don't want to misquote or fib, people that they promoted from their BDC to be a GSM that has never sold a car.

00:27:48:26 - 00:28:07:19
Speaker 1
But why? Because they're so dialed in on their process. So but as we travel, you and I and people and not to be look there most people that I sit in front of are much better car guys than I or gals than I ever will be. Right? I kind of put my throttle. We sold a bunch of pre-owned cars.

00:28:07:19 - 00:28:25:17
Speaker 1
I mean, I did a pretty good job. But at the same time, it's the people that say, I want to make a difference. It changes with me and consent and continue on that process. You can tweak the process a little bit, but this is how we're going to do it. But then we get people that get a case of the yeah, but just like you said.

00:28:25:17 - 00:28:56:09
Speaker 1
Yeah, but you don't understand my market. Yeah. But my my my my my my my average you know, my average beacon score is, is, you know, 620 in fact this that's another comment. I was just at a group this week, two days ago. I was in the great state of Texas, and as we're coaching and pouring in and one of the, the CFO was telling me a great guy from Cincinnati, he was like, look, the average deal we contract, this is this is a good statistic.

00:28:56:09 - 00:29:20:12
Speaker 1
The average deal they contract at this particular store in this particular part of Texas was like 705. But their average beacon told that's in their credit bureau was like 630. And he's like, well, what are we doing with all these other people? Because they were like, oh, that's a 630. And they were blowing these people off. And so that since they started, you know, changing their process and wait a minute, let's work a little harder on this.

00:29:20:12 - 00:29:27:19
Speaker 1
620 yes. It's not as easy to get, but I would argue you could probably make, you know, do a little better on the back end with who

00:29:27:19 - 00:29:34:05
Speaker 1
knows? But I'm saying instead of discarding what what happened?

00:29:34:08 - 00:29:36:05
Speaker 1
100%.

00:29:36:05 - 00:29:51:20
Speaker 2
you know, blew them out. And, you know, I was just, interviewed John Acosta or a friend, you know, who from the tech side. And he said something very interesting. And it ties in with what you're saying. It's it's it's not so much the technology that's always going to evolve, but it's how are you?

00:29:51:22 - 00:30:14:25
Speaker 2
How is your team using it and is your team using it effectively and efficiently? And there is you know, your other point about ChatGPT, there's always all these, you know, new technologies and we assume people we all assumed, right? We all did about digital retailing. Like, everyone wants to buy a car online, and you would be standing on the stage countless times going, excuse me, I have the data.

00:30:15:03 - 00:30:37:01
Speaker 2
It's 8%. 7%. No, everybody's everybody. Excuse me, it's 8% now. And again, I took it from you and evolved it. And I said, listen, I don't think people want to buy cars online. They want a test drive, but they sure as hell don't want to sit there for four hours. So if I can do a majority of this from home, come in, check the paperwork, test drive and I can be out in an hour.

00:30:37:04 - 00:30:58:03
Speaker 2
If you could do that, you'd have a line out the street. So again, it's adapting the technology and not getting caught into the hype, as you say, to be 100% into the hype or 100% against the hype. Instead of just taking a breath and going, let me ask some people, like I asked my son, he goes, why do I have to be there for four hours to buy a car?

00:30:58:05 - 00:31:09:19
Speaker 2
You know, would you do everything online? Would you buy a car online? Here he is a 20 year old. He goes, absolutely not. I said, why not? He goes, I want to test drive it. I want to see it. I want to make sure it fits. I want to drive it, but I don't want to stay there all day.

00:31:09:19 - 00:31:29:13
Speaker 2
That makes no sense. And those were the, the words you said. That makes no sense to me. Right? And that's what we're doing. But listen, I don't want to be in a dealership for four hours for a car either, so it's not a generational thing. As I said earlier, it's a convener and thing. We have technology. We do so many things online.

00:31:29:13 - 00:31:46:25
Speaker 2
Now, if you want to continue to hold on to antiquated thoughts or feelings or stuck in the way that you're going to do it, you'll still sell cars. God bless you. But if you want to accelerate and you want to grow, you're going to have to change and adapt.

00:31:46:25 - 00:31:57:09
Speaker 1
Very well said. As we come up against it, we love keeping these right around 30 minutes. Average commute time in the United States.

00:31:57:09 - 00:32:12:06
Speaker 1
Hopefully we made you a little better. Yeah, unless it's Atlanta. My. I did drive 52.4 miles one way hour and a half for ten years. So. And Glenn as he as a services several.

00:32:12:08 - 00:32:20:16
Speaker 1
It's it's horrible. It's it's freaking horrible. It's not as bad as la. My friends out in LA. Not as bad as LA traffic. But I

00:32:20:16 - 00:32:32:15
Speaker 1
will tell you, it's, it's pretty, pretty bad. Ladies and gentlemen, the kinder, gentler pash. Glenn Pash. I love you both.

00:32:32:15 - 00:32:34:13
Speaker 1
We're probably going to have to get up our

00:32:34:13 - 00:32:38:05
Speaker 1
part to line up, but, hold the book up one more time,

00:32:38:05 - 00:32:38:28
Speaker 1
if you don't mind.

00:32:38:28 - 00:32:50:09
Speaker 1
Glenn Rowe, The Road to Sold. It is on Amazon. Absolutely. I will be signing.

00:32:50:09 - 00:32:59:08
Speaker 1
Glenn will be signing the front of the cover, and I will be signing the comment on the first page, at our book signing. I'm very thankful.

00:32:59:08 - 00:33:06:12
Speaker 1
Thank you for that. I have to get a picture. Now, in all seriousness, great stuff, great stuff.

00:33:06:15 - 00:33:08:04
Speaker 1
Yeah, we'll have to do this again.

00:33:08:04 - 00:33:31:06
Speaker 1
What is your process? Are you treating. Let's just be honest. I told my team today. When you look in the mirror, when you're done, whatever your job title, and you're. And you've put in a good day's work, you think, have you really done everything that you possibly could do? What's that?

00:33:31:06 - 00:33:52:01
Speaker 1
One more thing. What's one more thing that you possibly could do? That's a whole other podcast in and of itself. Glenn Pash, the one and only the Road to sold. We're going to, Rob, if we could put a link to that book in the comment section, Apple, Spotify, everywhere you can find Tim talks, please do that.

00:33:52:04 - 00:34:06:12
Speaker 1
Ladies and gentlemen, we love you. Thank you so much. We're definitely not the smartest person in the room. But as we always say, no one is smarter than everyone. Let's just continue to get better together. We'll see you next time. Go by the book.