{"version":"1.0.0","segments":[{"speaker":"Paul Daly","startTime":0.0,"endTime":0.66,"body":"Are we rolling?"},{"speaker":"Unknown","startTime":7.44,"endTime":9.39,"body":"This is Auto Collabs."},{"speaker":"Paul Daly","startTime":9.42,"endTime":11.82,"body":"There are some people"},{"speaker":"Paul Daly","startTime":9.42,"endTime":11.82,"body":"that you just know are very"},{"speaker":"Paul Daly","startTime":11.82,"endTime":15.18,"body":"sincere when you meet them in"},{"speaker":"Paul Daly","startTime":11.82,"endTime":15.18,"body":"the first place. And Steven is"},{"speaker":"Paul Daly","startTime":15.24,"endTime":17.55,"body":"absolutely that person. I"},{"speaker":"Paul Daly","startTime":15.24,"endTime":17.55,"body":"remember just the way he talks"},{"speaker":"Paul Daly","startTime":17.55,"endTime":21.45,"body":"to you very intentionally, and"},{"speaker":"Paul Daly","startTime":17.55,"endTime":21.45,"body":"makes like very distinct eye"},{"speaker":"Paul Daly","startTime":21.45,"endTime":23.79,"body":"contact, I walked away from"},{"speaker":"Paul Daly","startTime":21.45,"endTime":23.79,"body":"them. The first thing I'm like,"},{"speaker":"Paul Daly","startTime":24.24,"endTime":27.27,"body":"That guy is just very sincere"},{"speaker":"Paul Daly","startTime":24.24,"endTime":27.27,"body":"about what he believes and what"},{"speaker":"Paul Daly","startTime":27.27,"endTime":29.1,"body":"he does, through and through."},{"speaker":"Paul Daly","startTime":27.27,"endTime":29.1,"body":"Yeah,"},{"speaker":"Kyle Mountsier","startTime":29.13,"endTime":31.41,"body":"extremely"},{"speaker":"Kyle Mountsier","startTime":29.13,"endTime":31.41,"body":"sincere, very passionate,"},{"speaker":"Kyle Mountsier","startTime":31.44,"endTime":34.02,"body":"obviously, about what he"},{"speaker":"Kyle Mountsier","startTime":31.44,"endTime":34.02,"body":"believes what they're what he's"},{"speaker":"Kyle Mountsier","startTime":34.02,"endTime":38.37,"body":"doing with his company and what"},{"speaker":"Kyle Mountsier","startTime":34.02,"endTime":38.37,"body":"he's done before. And I'm"},{"speaker":"Kyle Mountsier","startTime":38.88,"endTime":43.44,"body":"extremely interested in in just"},{"speaker":"Kyle Mountsier","startTime":38.88,"endTime":43.44,"body":"hearing from him, because I"},{"speaker":"Kyle Mountsier","startTime":43.44,"endTime":46.05,"body":"think a lot of people kind of"},{"speaker":"Kyle Mountsier","startTime":43.44,"endTime":46.05,"body":"like maybe see him on LinkedIn"},{"speaker":"Kyle Mountsier","startTime":46.05,"endTime":49.74,"body":"or see him around with product,"},{"speaker":"Kyle Mountsier","startTime":46.05,"endTime":49.74,"body":"but understanding people's story"},{"speaker":"Kyle Mountsier","startTime":49.74,"endTime":52.71,"body":"sometimes gives you some"},{"speaker":"Kyle Mountsier","startTime":49.74,"endTime":52.71,"body":"perspective. So I'm gonna make"},{"speaker":"Kyle Mountsier","startTime":52.71,"endTime":55.26,"body":"sure and dig in on that. Yeah,"},{"speaker":"Kyle Mountsier","startTime":52.71,"endTime":55.26,"body":"throughout the interview for"},{"speaker":"Michael Cirillo","startTime":55.0,"endTime":57.46,"body":"I've certainly"},{"speaker":"Michael Cirillo","startTime":55.0,"endTime":57.46,"body":"heard a lot of the same"},{"speaker":"Michael Cirillo","startTime":55.26,"endTime":55.62,"body":"sure."},{"speaker":"Michael Cirillo","startTime":57.46,"endTime":61.18,"body":"sentiment from others throughout"},{"speaker":"Michael Cirillo","startTime":57.46,"endTime":61.18,"body":"the industry. Admittedly, I had"},{"speaker":"Michael Cirillo","startTime":61.18,"endTime":64.96,"body":"not I don't think I've ever met"},{"speaker":"Michael Cirillo","startTime":61.18,"endTime":64.96,"body":"him in person and if I have"},{"speaker":"Michael Cirillo","startTime":64.96,"endTime":71.08,"body":"Sorry, just announced my"},{"speaker":"Michael Cirillo","startTime":64.96,"endTime":71.08,"body":"douchebaggery on the air. But"},{"speaker":"Michael Cirillo","startTime":71.08,"endTime":72.76,"body":"you know, I've been able to"},{"speaker":"Michael Cirillo","startTime":71.08,"endTime":72.76,"body":"listen to him on some other"},{"speaker":"Michael Cirillo","startTime":72.76,"endTime":76.0,"body":"podcasts and you're right there"},{"speaker":"Michael Cirillo","startTime":72.76,"endTime":76.0,"body":"is a genuine just a genuine"},{"speaker":"Michael Cirillo","startTime":76.0,"endTime":79.93,"body":"belief and passion in what he is"},{"speaker":"Michael Cirillo","startTime":76.0,"endTime":79.93,"body":"doing. And so I'm excited for us"},{"speaker":"Michael Cirillo","startTime":79.93,"endTime":82.99,"body":"to be able to dig in more and"},{"speaker":"Michael Cirillo","startTime":79.93,"endTime":82.99,"body":"unpack whatever it is that he"},{"speaker":"Michael Cirillo","startTime":82.99,"endTime":85.99,"body":"wants to talk about right here"},{"speaker":"Michael Cirillo","startTime":82.99,"endTime":85.99,"body":"on Auto Collabs our conversation"},{"speaker":"Michael Cirillo","startTime":85.99,"endTime":87.1,"body":"with Steve Apicella."},{"speaker":"Kyle Mountsier","startTime":96.34,"endTime":100.03,"body":"Steven Apicella,"},{"speaker":"Kyle Mountsier","startTime":96.34,"endTime":100.03,"body":"the man, the myth, the legend,"},{"speaker":"Kyle Mountsier","startTime":100.03,"endTime":106.3,"body":"the guy that is heralding and"},{"speaker":"Kyle Mountsier","startTime":100.03,"endTime":106.3,"body":"carrying the torch, customer"},{"speaker":"Kyle Mountsier","startTime":106.42,"endTime":110.41,"body":"lifecycle in automotive, man,"},{"speaker":"Kyle Mountsier","startTime":106.42,"endTime":110.41,"body":"thank you so much for joining us"},{"speaker":"Kyle Mountsier","startTime":110.41,"endTime":111.46,"body":"on I think today,"},{"speaker":"Paul Daly","startTime":111.84,"endTime":114.0,"body":"I think you need to"},{"speaker":"Paul Daly","startTime":111.84,"endTime":114.0,"body":"update your LinkedIn profile"},{"speaker":"Paul Daly","startTime":114.0,"endTime":114.48,"body":"right now."},{"speaker":"Steven Apicella","startTime":118.35,"endTime":122.43,"body":"Well, it's like"},{"speaker":"Steven Apicella","startTime":118.35,"endTime":122.43,"body":"your exit to this. This podcast."},{"speaker":"Steven Apicella","startTime":122.43,"endTime":125.4,"body":"I love what you guys did. It's"},{"speaker":"Steven Apicella","startTime":122.43,"endTime":125.4,"body":"so funny when you guys like sing"},{"speaker":"Steven Apicella","startTime":125.4,"endTime":126.33,"body":"a little jingle. And"},{"speaker":"Paul Daly","startTime":127.62,"endTime":132.09,"body":"I don't think we ever"},{"speaker":"Paul Daly","startTime":127.62,"endTime":132.09,"body":"told the story of that. Like, we"},{"speaker":"Paul Daly","startTime":132.09,"endTime":137.13,"body":"need an exit and and literally,"},{"speaker":"Paul Daly","startTime":132.09,"endTime":137.13,"body":"somebody went 123. And we just"},{"speaker":"Paul Daly","startTime":137.16,"endTime":140.34,"body":"did that, that. Fortunately,"},{"speaker":"Paul Daly","startTime":137.16,"endTime":140.34,"body":"somebody was recording."},{"speaker":"Steven Apicella","startTime":140.73,"endTime":141.45,"body":"I love that."},{"speaker":"Paul Daly","startTime":141.51,"endTime":145.47,"body":"I'm glad that you"},{"speaker":"Paul Daly","startTime":141.51,"endTime":145.47,"body":"made it to that. Lose at around"},{"speaker":"Paul Daly","startTime":145.65,"endTime":147.36,"body":"30 seconds in and they're like,"},{"speaker":"Paul Daly","startTime":145.65,"endTime":147.36,"body":"man,"},{"speaker":"Kyle Mountsier","startTime":148.13,"endTime":151.25,"body":"not not that"},{"speaker":"Kyle Mountsier","startTime":148.13,"endTime":151.25,"body":"great. So good to be here with"},{"speaker":"Kyle Mountsier","startTime":151.25,"endTime":155.06,"body":"Yeah, exactly. We were really"},{"speaker":"Kyle Mountsier","startTime":151.25,"endTime":155.06,"body":"happy to have you on today. And"},{"speaker":"Kyle Mountsier","startTime":155.06,"endTime":158.03,"body":"it's been good to get to know"},{"speaker":"Kyle Mountsier","startTime":155.06,"endTime":158.03,"body":"you over the past whatever year"},{"speaker":"Kyle Mountsier","startTime":158.03,"endTime":160.91,"body":"year and a half that we've just"},{"speaker":"Kyle Mountsier","startTime":158.03,"endTime":160.91,"body":"been interacting online and in"},{"speaker":"Kyle Mountsier","startTime":160.91,"endTime":166.01,"body":"person. And we've met you now at"},{"speaker":"Kyle Mountsier","startTime":160.91,"endTime":166.01,"body":"conferences and and you know"},{"speaker":"Kyle Mountsier","startTime":166.04,"endTime":170.21,"body":"what I'm really intrigued,"},{"speaker":"Kyle Mountsier","startTime":166.04,"endTime":170.21,"body":"because the one conversation"},{"speaker":"Kyle Mountsier","startTime":170.21,"endTime":175.82,"body":"that I haven't had with you at"},{"speaker":"Kyle Mountsier","startTime":170.21,"endTime":175.82,"body":"this point is what led you to"},{"speaker":"Kyle Mountsier","startTime":175.94,"endTime":180.11,"body":"what might people might see as"},{"speaker":"Kyle Mountsier","startTime":175.94,"endTime":180.11,"body":"kind of like the current face of"},{"speaker":"Kyle Mountsier","startTime":180.2,"endTime":184.07,"body":"Steven Apicella Strategic DX,"},{"speaker":"Kyle Mountsier","startTime":180.2,"endTime":184.07,"body":"Your Dealer Experience, which is"},{"speaker":"Kyle Mountsier","startTime":184.25,"endTime":189.26,"body":"very driven by hey, look, we"},{"speaker":"Kyle Mountsier","startTime":184.25,"endTime":189.26,"body":"need to look as an industry at"},{"speaker":"Kyle Mountsier","startTime":189.35,"endTime":192.77,"body":"the whole of the customer"},{"speaker":"Kyle Mountsier","startTime":189.35,"endTime":192.77,"body":"experience, not just the retail"},{"speaker":"Kyle Mountsier","startTime":192.77,"endTime":196.67,"body":"transaction. And so I want to go"},{"speaker":"Kyle Mountsier","startTime":192.77,"endTime":196.67,"body":"back before that, because I'm"},{"speaker":"Kyle Mountsier","startTime":196.67,"endTime":199.85,"body":"guessing there's something about"},{"speaker":"Kyle Mountsier","startTime":196.67,"endTime":199.85,"body":"your history in automotive or"},{"speaker":"Kyle Mountsier","startTime":199.85,"endTime":203.36,"body":"history in retail or history and"},{"speaker":"Kyle Mountsier","startTime":199.85,"endTime":203.36,"body":"consumer experience that has"},{"speaker":"Kyle Mountsier","startTime":203.36,"endTime":207.53,"body":"told you like, that has to be a"},{"speaker":"Kyle Mountsier","startTime":203.36,"endTime":207.53,"body":"thing that we looked at. Where"},{"speaker":"Kyle Mountsier","startTime":207.53,"endTime":210.08,"body":"did that come from? Where has"},{"speaker":"Kyle Mountsier","startTime":207.53,"endTime":210.08,"body":"that been drawn out?"},{"speaker":"Steven Apicella","startTime":210.0,"endTime":211.86,"body":"Yeah. And I"},{"speaker":"Steven Apicella","startTime":210.0,"endTime":211.86,"body":"love that, you know, they're the"},{"speaker":"Steven Apicella","startTime":211.86,"endTime":215.07,"body":"rarely in people's descriptions"},{"speaker":"Steven Apicella","startTime":211.86,"endTime":215.07,"body":"of this is a straight line from"},{"speaker":"Steven Apicella","startTime":215.07,"endTime":218.34,"body":"beginning to here. It's a"},{"speaker":"Steven Apicella","startTime":215.07,"endTime":218.34,"body":"squiggly line. Yeah, Paul, I"},{"speaker":"Steven Apicella","startTime":218.34,"endTime":223.05,"body":"Think you. And I share this I"},{"speaker":"Steven Apicella","startTime":218.34,"endTime":223.05,"body":"was a vendor for PDR and I think"},{"speaker":"Steven Apicella","startTime":223.05,"endTime":224.16,"body":"you were LA Wheel write"},{"speaker":"Paul Daly","startTime":224.91,"endTime":227.7,"body":"no Image Auto. I"},{"speaker":"Paul Daly","startTime":224.91,"endTime":227.7,"body":"started a company and I got"},{"speaker":"Paul Daly","startTime":227.7,"endTime":228.63,"body":"acquired by Dent Wizard."},{"speaker":"Steven Apicella","startTime":228.72,"endTime":230.55,"body":"Oh, it did."},{"speaker":"Steven Apicella","startTime":228.72,"endTime":230.55,"body":"Okay. Well, okay. So again,"},{"speaker":"Steven Apicella","startTime":230.55,"endTime":231.36,"body":"similarities there."},{"speaker":"Paul Daly","startTime":231.899,"endTime":235.169,"body":"How did I not know"},{"speaker":"Paul Daly","startTime":231.899,"endTime":235.169,"body":"this about you? Like all of a"},{"speaker":"Paul Daly","startTime":235.169,"endTime":237.869,"body":"sudden, cuz I know a lot of PDR"},{"speaker":"Paul Daly","startTime":235.169,"endTime":237.869,"body":"guys, right? And they're like,"},{"speaker":"Paul Daly","startTime":237.869,"endTime":241.649,"body":"you know, several categories of"},{"speaker":"Paul Daly","startTime":237.869,"endTime":241.649,"body":"PDR. Guys, and then the category"},{"speaker":"Paul Daly","startTime":241.649,"endTime":245.669,"body":"that really does good are kind"},{"speaker":"Paul Daly","startTime":241.649,"endTime":245.669,"body":"of like the patient, right? The"},{"speaker":"Paul Daly","startTime":245.669,"endTime":248.639,"body":"patient not like you get to"},{"speaker":"Paul Daly","startTime":245.669,"endTime":248.639,"body":"actually it's probably only two"},{"speaker":"Paul Daly","startTime":248.639,"endTime":253.079,"body":"types. It's like the one type"},{"speaker":"Paul Daly","startTime":248.639,"endTime":253.079,"body":"that just is a PDR Tech because"},{"speaker":"Paul Daly","startTime":253.079,"endTime":255.599,"body":"they like living on a pirate"},{"speaker":"Paul Daly","startTime":253.079,"endTime":255.599,"body":"ship and they travel around and"},{"speaker":"Paul Daly","startTime":255.599,"endTime":258.659,"body":"they chase hail and you know,"},{"speaker":"Paul Daly","startTime":255.599,"endTime":258.659,"body":"the whoever is managing the"},{"speaker":"Paul Daly","startTime":258.659,"endTime":261.239,"body":"account has to bail them out"},{"speaker":"Paul Daly","startTime":258.659,"endTime":261.239,"body":"every morning probably. And then"},{"speaker":"Paul Daly","startTime":261.239,"endTime":264.239,"body":"you have the other type that's"},{"speaker":"Paul Daly","startTime":261.239,"endTime":264.239,"body":"very patient and discerning and"},{"speaker":"Paul Daly","startTime":264.239,"endTime":267.029,"body":"does a good job. So I'm excited"},{"speaker":"Paul Daly","startTime":264.239,"endTime":267.029,"body":"to know that about you. I didn't"},{"speaker":"Steven Apicella","startTime":267.03,"endTime":270.12,"body":"know you know,"},{"speaker":"Steven Apicella","startTime":267.03,"endTime":270.12,"body":"it's art really, when you"},{"speaker":"Paul Daly","startTime":271.2,"endTime":273.45,"body":"let's bring it down"},{"speaker":"Paul Daly","startTime":271.2,"endTime":273.45,"body":"for a second that is PDR stands"},{"speaker":"Paul Daly","startTime":273.45,"endTime":277.44,"body":"for paintless dent repair. And"},{"speaker":"Paul Daly","startTime":273.45,"endTime":277.44,"body":"in reconditioning used cars."},{"speaker":"Paul Daly","startTime":277.56,"endTime":282.78,"body":"These magicians have a a toolbox"},{"speaker":"Paul Daly","startTime":277.56,"endTime":282.78,"body":"of like if you could imagine"},{"speaker":"Paul Daly","startTime":282.78,"endTime":286.02,"body":"like, anywhere between like a"},{"speaker":"Paul Daly","startTime":282.78,"endTime":286.02,"body":"six inch long to like a four"},{"speaker":"Paul Daly","startTime":286.02,"endTime":290.16,"body":"foot long stainless steel rod"},{"speaker":"Paul Daly","startTime":286.02,"endTime":290.16,"body":"that they can put in door jams"},{"speaker":"Paul Daly","startTime":290.16,"endTime":293.43,"body":"and manipulate dents out of"},{"speaker":"Paul Daly","startTime":290.16,"endTime":293.43,"body":"vehicles so everybody can"},{"speaker":"Steven Apicella","startTime":293.46,"endTime":295.71,"body":"massage a mile"},{"speaker":"Steven Apicella","startTime":293.46,"endTime":295.71,"body":"without the bodywork, you know"},{"speaker":"Steven Apicella","startTime":295.74,"endTime":300.78,"body":"it something I still I love the"},{"speaker":"Steven Apicella","startTime":295.74,"endTime":300.78,"body":"discipline of Built a Company"},{"speaker":"Steven Apicella","startTime":300.78,"endTime":304.26,"body":"over a number of years very"},{"speaker":"Steven Apicella","startTime":300.78,"endTime":304.26,"body":"successfully originated in"},{"speaker":"Steven Apicella","startTime":304.26,"endTime":307.59,"body":"Chicago, but then spread out"},{"speaker":"Steven Apicella","startTime":304.26,"endTime":307.59,"body":"throughout the United States."},{"speaker":"Steven Apicella","startTime":308.37,"endTime":314.73,"body":"And my journey led me to 2001,"},{"speaker":"Steven Apicella","startTime":308.37,"endTime":314.73,"body":"where these third party"},{"speaker":"Steven Apicella","startTime":314.73,"endTime":317.7,"body":"administrators for f\u0026i product"},{"speaker":"Steven Apicella","startTime":314.73,"endTime":317.7,"body":"started to create what we now"},{"speaker":"Steven Apicella","startTime":317.7,"endTime":321.84,"body":"call ancillary products. The"},{"speaker":"Steven Apicella","startTime":317.7,"endTime":321.84,"body":"first one was a PDR, service"},{"speaker":"Steven Apicella","startTime":321.84,"endTime":327.33,"body":"contractor warranty, really, and"},{"speaker":"Steven Apicella","startTime":321.84,"endTime":327.33,"body":"when, again, because they had"},{"speaker":"Steven Apicella","startTime":327.33,"endTime":330.69,"body":"this nationwide footprint, I"},{"speaker":"Steven Apicella","startTime":327.33,"endTime":330.69,"body":"became really popular really"},{"speaker":"Steven Apicella","startTime":330.69,"endTime":334.29,"body":"fast in that segment, because"},{"speaker":"Steven Apicella","startTime":330.69,"endTime":334.29,"body":"when third party administrators"},{"speaker":"Steven Apicella","startTime":334.29,"endTime":337.26,"body":"started to deploy them, this is"},{"speaker":"Steven Apicella","startTime":334.29,"endTime":337.26,"body":"not like a mechanical service"},{"speaker":"Steven Apicella","startTime":337.26,"endTime":339.87,"body":"contract, we just send it back"},{"speaker":"Steven Apicella","startTime":337.26,"endTime":339.87,"body":"to the dealer and as a roomful"},{"speaker":"Steven Apicella","startTime":339.87,"endTime":342.54,"body":"of mechanics ready to face"},{"speaker":"Steven Apicella","startTime":339.87,"endTime":342.54,"body":"somebody that can fulfill it."},{"speaker":"Steven Apicella","startTime":342.57,"endTime":345.27,"body":"Yeah, it needs somebody that can"},{"speaker":"Steven Apicella","startTime":342.57,"endTime":345.27,"body":"fulfill it. And even more. So a"},{"speaker":"Steven Apicella","startTime":345.27,"endTime":347.88,"body":"lot of times we were actually"},{"speaker":"Steven Apicella","startTime":345.27,"endTime":347.88,"body":"adjudicating the claim, like, Is"},{"speaker":"Steven Apicella","startTime":347.88,"endTime":351.99,"body":"this even qualified before it"},{"speaker":"Steven Apicella","startTime":347.88,"endTime":351.99,"body":"goes to the servicing side of"},{"speaker":"Steven Apicella","startTime":351.99,"endTime":354.03,"body":"and I was really intrigued by"},{"speaker":"Steven Apicella","startTime":351.99,"endTime":354.03,"body":"and I thought, gosh, what could"},{"speaker":"Steven Apicella","startTime":354.03,"endTime":356.58,"body":"possibly go wrong here, more"},{"speaker":"Steven Apicella","startTime":354.03,"endTime":356.58,"body":"people are going to learn about"},{"speaker":"Steven Apicella","startTime":356.58,"endTime":361.2,"body":"what I do. I assume I'm going to"},{"speaker":"Steven Apicella","startTime":356.58,"endTime":361.2,"body":"get paid for it. This sounds"},{"speaker":"Steven Apicella","startTime":361.2,"endTime":363.78,"body":"like a good endeavor. And I had"},{"speaker":"Steven Apicella","startTime":361.2,"endTime":363.78,"body":"no idea what I was getting"},{"speaker":"Steven Apicella","startTime":363.78,"endTime":368.79,"body":"myself into. Again, I honor"},{"speaker":"Steven Apicella","startTime":363.78,"endTime":368.79,"body":"third party administrators every"},{"speaker":"Steven Apicella","startTime":368.79,"endTime":372.27,"body":"day. They're very valuable to"},{"speaker":"Steven Apicella","startTime":368.79,"endTime":372.27,"body":"our industry and providing this"},{"speaker":"Steven Apicella","startTime":372.27,"endTime":376.8,"body":"important financial work center,"},{"speaker":"Steven Apicella","startTime":372.27,"endTime":376.8,"body":"which is really critical. But"},{"speaker":"Steven Apicella","startTime":376.8,"endTime":381.87,"body":"when I started to get these"},{"speaker":"Steven Apicella","startTime":376.8,"endTime":381.87,"body":"claims, via fax back in 2001, on"},{"speaker":"Steven Apicella","startTime":381.87,"endTime":388.68,"body":"a thermal paper or roll up the"},{"speaker":"Steven Apicella","startTime":381.87,"endTime":388.68,"body":"thermo weightless. It's"},{"speaker":"Steven Apicella","startTime":388.68,"endTime":393.15,"body":"Unbeliev. Yeah, yeah. And, you"},{"speaker":"Steven Apicella","startTime":388.68,"endTime":393.15,"body":"know, we would receive those"},{"speaker":"Steven Apicella","startTime":393.15,"endTime":395.73,"body":"even though I had a team of"},{"speaker":"Steven Apicella","startTime":393.15,"endTime":395.73,"body":"people, I really wanted to"},{"speaker":"Steven Apicella","startTime":396.24,"endTime":399.33,"body":"process these myself understand"},{"speaker":"Steven Apicella","startTime":396.24,"endTime":399.33,"body":"how it work understood the"},{"speaker":"Steven Apicella","startTime":399.33,"endTime":402.81,"body":"process before I deployed it to"},{"speaker":"Steven Apicella","startTime":399.33,"endTime":402.81,"body":"everybody. And when we would"},{"speaker":"Steven Apicella","startTime":402.81,"endTime":405.72,"body":"call customers that had filed"},{"speaker":"Steven Apicella","startTime":402.81,"endTime":405.72,"body":"claims, and we had received this"},{"speaker":"Steven Apicella","startTime":405.72,"endTime":410.04,"body":"authorized claim to fix a dent,"},{"speaker":"Steven Apicella","startTime":405.72,"endTime":410.04,"body":"a lot of times customers were"},{"speaker":"Steven Apicella","startTime":410.04,"endTime":412.26,"body":"pissed off right out of the"},{"speaker":"Steven Apicella","startTime":410.04,"endTime":412.26,"body":"gate. They're like, Jesus, where"},{"speaker":"Steven Apicella","startTime":412.26,"endTime":414.93,"body":"have you been? I found this"},{"speaker":"Steven Apicella","startTime":412.26,"endTime":414.93,"body":"claim four days ago, or five"},{"speaker":"Steven Apicella","startTime":414.93,"endTime":418.71,"body":"days ago. And I'm like, I'm just"},{"speaker":"Steven Apicella","startTime":414.93,"endTime":418.71,"body":"the guy to fix your car. I just"},{"speaker":"Steven Apicella","startTime":418.71,"endTime":422.37,"body":"got it today. So let me let me"},{"speaker":"Steven Apicella","startTime":418.71,"endTime":422.37,"body":"work with you. And then there"},{"speaker":"Steven Apicella","startTime":422.37,"endTime":425.31,"body":"were moments where there's one"},{"speaker":"Steven Apicella","startTime":422.37,"endTime":425.31,"body":"in particular that I remember,"},{"speaker":"Steven Apicella","startTime":426.48,"endTime":432.33,"body":"just outside of O'Hare Airport"},{"speaker":"Steven Apicella","startTime":426.48,"endTime":432.33,"body":"in Chicago in January, where I"},{"speaker":"Steven Apicella","startTime":432.36,"endTime":436.11,"body":"was going to handle a claim for"},{"speaker":"Steven Apicella","startTime":432.36,"endTime":436.11,"body":"a customer that was upset it"},{"speaker":"Steven Apicella","startTime":436.14,"endTime":438.78,"body":"took so long, so it's kind of"},{"speaker":"Steven Apicella","startTime":436.14,"endTime":438.78,"body":"the overflow guys, the owner and"},{"speaker":"Steven Apicella","startTime":438.78,"endTime":441.81,"body":"I went there to go do it. And"},{"speaker":"Steven Apicella","startTime":438.78,"endTime":441.81,"body":"when I pulled up into the"},{"speaker":"Steven Apicella","startTime":441.81,"endTime":446.73,"body":"driveway, there was two"},{"speaker":"Steven Apicella","startTime":441.81,"endTime":446.73,"body":"gentlemen in lawn chairs and,"},{"speaker":"Steven Apicella","startTime":447.09,"endTime":451.86,"body":"you know, their their bears gear"},{"speaker":"Steven Apicella","startTime":447.09,"endTime":451.86,"body":"on waiting to see how I was"},{"speaker":"Steven Apicella","startTime":451.86,"endTime":453.66,"body":"going to fix this dent in their"},{"speaker":"Steven Apicella","startTime":451.86,"endTime":453.66,"body":"driveway."},{"speaker":"Paul Daly","startTime":454.53,"endTime":460.17,"body":"Their tailgate, did"},{"speaker":"Paul Daly","startTime":454.53,"endTime":460.17,"body":"repair right? into his tool"},{"speaker":"Paul Daly","startTime":460.17,"endTime":462.69,"body":"belt, right? It sounds like a"},{"speaker":"Paul Daly","startTime":460.17,"endTime":462.69,"body":"Saturday Night Live skit."},{"speaker":"Unknown","startTime":462.0,"endTime":467.07,"body":"And as I walked out of"},{"speaker":"Unknown","startTime":462.0,"endTime":467.07,"body":"My stepped out of my truck, the"},{"speaker":"Steven Apicella","startTime":462.0,"endTime":478.29,"body":"I'm sitting"},{"speaker":"Steven Apicella","startTime":462.0,"endTime":478.29,"body":"there watching you as the worst."},{"speaker":"Steven Apicella","startTime":467.07,"endTime":470.79,"body":"guy enthusiastically jumps up"},{"speaker":"Steven Apicella","startTime":467.07,"endTime":470.79,"body":"and says, I can't wait to see"},{"speaker":"Steven Apicella","startTime":470.79,"endTime":474.48,"body":"how you're gonna fix this. In my"},{"speaker":"Steven Apicella","startTime":470.79,"endTime":474.48,"body":"driveway in Nashville. I'm"},{"speaker":"Steven Apicella","startTime":474.48,"endTime":475.23,"body":"thinking, Oh,"},{"speaker":"Steven Apicella","startTime":478.29,"endTime":479.43,"body":"And they invited their neighbor"},{"speaker":"Unknown","startTime":479.43,"endTime":483.06,"body":"over, you know, like,"},{"speaker":"Unknown","startTime":479.43,"endTime":483.06,"body":"oh, like, you're gonna come over"},{"speaker":"Unknown","startTime":483.09,"endTime":485.67,"body":"and check this out. Yeah,"},{"speaker":"Unknown","startTime":483.09,"endTime":485.67,"body":"bringing the lawn chairs. It's"},{"speaker":"Unknown","startTime":485.67,"endTime":490.92,"body":"January in Chicago, Chicago. I"},{"speaker":"Unknown","startTime":485.67,"endTime":490.92,"body":"look at the car. And this is"},{"speaker":"Unknown","startTime":490.92,"endTime":496.14,"body":"pretty typical. It was the car"},{"speaker":"Unknown","startTime":490.92,"endTime":496.14,"body":"was sideswiped by a snowplow."},{"speaker":"Unknown","startTime":496.74,"endTime":502.17,"body":"And but somehow, some way this"},{"speaker":"Unknown","startTime":496.74,"endTime":502.17,"body":"customer through his interaction"},{"speaker":"Unknown","startTime":502.17,"endTime":505.14,"body":"and f\u0026i, his attempt to file a"},{"speaker":"Unknown","startTime":502.17,"endTime":505.14,"body":"claim with the administrator"},{"speaker":"Unknown","startTime":505.14,"endTime":509.31,"body":"scheduling an appointment with"},{"speaker":"Unknown","startTime":505.14,"endTime":509.31,"body":"me and me showing up. He's like"},{"speaker":"Unknown","startTime":509.34,"endTime":511.68,"body":"he was under the impression that"},{"speaker":"Unknown","startTime":509.34,"endTime":511.68,"body":"I was going to fix this right"},{"speaker":"Unknown","startTime":511.68,"endTime":516.21,"body":"there. And he actually his"},{"speaker":"Unknown","startTime":511.68,"endTime":516.21,"body":"demeanor changed when I told"},{"speaker":"Unknown","startTime":516.21,"endTime":520.8,"body":"them that this wasn't covered"},{"speaker":"Unknown","startTime":516.21,"endTime":520.8,"body":"and covered a little bit,"},{"speaker":"Unknown","startTime":521.1,"endTime":524.58,"body":"instead of being jolly and can't"},{"speaker":"Unknown","startTime":521.1,"endTime":524.58,"body":"wait to see how this goes. He's"},{"speaker":"Unknown","startTime":524.58,"endTime":527.79,"body":"like, wait a minute, let me"},{"speaker":"Unknown","startTime":524.58,"endTime":527.79,"body":"understand this. So the f\u0026i guy"},{"speaker":"Unknown","startTime":527.79,"endTime":533.37,"body":"said, If I get a dent, you'll"},{"speaker":"Unknown","startTime":527.79,"endTime":533.37,"body":"fix it. Yeah, I have a dent. I"},{"speaker":"Unknown","startTime":533.37,"endTime":537.0,"body":"called and filed a claim it got"},{"speaker":"Unknown","startTime":533.37,"endTime":537.0,"body":"approved. Schedule an"},{"speaker":"Unknown","startTime":537.0,"endTime":540.33,"body":"appointment with you, here you"},{"speaker":"Unknown","startTime":537.0,"endTime":540.33,"body":"are. And now you're telling me"},{"speaker":"Unknown","startTime":540.36,"endTime":542.67,"body":"you're not going to fix it? And"},{"speaker":"Unknown","startTime":540.36,"endTime":542.67,"body":"again, without being too"},{"speaker":"Unknown","startTime":542.67,"endTime":545.88,"body":"graphic. Yeah, he's like, What"},{"speaker":"Unknown","startTime":542.67,"endTime":545.88,"body":"the f are you doing here? And"},{"speaker":"Unknown","startTime":545.88,"endTime":549.63,"body":"honestly, I was thinking the"},{"speaker":"Unknown","startTime":545.88,"endTime":549.63,"body":"same thing at the moment. What"},{"speaker":"Unknown","startTime":549.63,"endTime":550.47,"body":"am I doing here?"},{"speaker":"Paul Daly","startTime":550.5,"endTime":551.73,"body":"That's a good"},{"speaker":"Paul Daly","startTime":550.5,"endTime":551.73,"body":"question."},{"speaker":"Unknown","startTime":551.0,"endTime":555.65,"body":"But what I you know, at"},{"speaker":"Unknown","startTime":551.0,"endTime":555.65,"body":"that point, there's a couple of"},{"speaker":"Unknown","startTime":555.65,"endTime":559.16,"body":"things that that raced through"},{"speaker":"Unknown","startTime":555.65,"endTime":559.16,"body":"my mind like a this is really"},{"speaker":"Unknown","startTime":559.19,"endTime":561.5,"body":"it's a great discipline. It's a"},{"speaker":"Unknown","startTime":559.19,"endTime":561.5,"body":"great process. It's a great"},{"speaker":"Unknown","startTime":561.5,"endTime":565.67,"body":"service. It's great for f\u0026i, but"},{"speaker":"Unknown","startTime":561.5,"endTime":565.67,"body":"why is there so much disconnect"},{"speaker":"Unknown","startTime":565.7,"endTime":569.18,"body":"between what the what's being"},{"speaker":"Unknown","startTime":565.7,"endTime":569.18,"body":"sold, how it's being"},{"speaker":"Unknown","startTime":569.18,"endTime":573.29,"body":"administered? And me showing up"},{"speaker":"Unknown","startTime":569.18,"endTime":573.29,"body":"to service? What happened in"},{"speaker":"Unknown","startTime":573.29,"endTime":579.35,"body":"that press process or lack of a"},{"speaker":"Unknown","startTime":573.29,"endTime":579.35,"body":"process? And I was shocked"},{"speaker":"Unknown","startTime":579.35,"endTime":582.2,"body":"again, I want to I don't want to"},{"speaker":"Unknown","startTime":579.35,"endTime":582.2,"body":"be negative towards third party"},{"speaker":"Unknown","startTime":582.2,"endTime":584.15,"body":"administrators. But I was"},{"speaker":"Unknown","startTime":582.2,"endTime":584.15,"body":"shocked when I went back and"},{"speaker":"Unknown","startTime":584.15,"endTime":586.73,"body":"they said, hey, you know, I've"},{"speaker":"Unknown","startTime":584.15,"endTime":586.73,"body":"seen what the customer"},{"speaker":"Unknown","startTime":586.73,"endTime":590.48,"body":"experience looks like at the end"},{"speaker":"Unknown","startTime":586.73,"endTime":590.48,"body":"of this. And more times than"},{"speaker":"Unknown","startTime":590.48,"endTime":595.55,"body":"not, it's not pretty. I'd like"},{"speaker":"Unknown","startTime":590.48,"endTime":595.55,"body":"to help resolve it. And the"},{"speaker":"Unknown","startTime":595.55,"endTime":598.46,"body":"answer I got was, you know,"},{"speaker":"Unknown","startTime":595.55,"endTime":598.46,"body":"Steve, you're the dent guy."},{"speaker":"Unknown","startTime":598.46,"endTime":602.99,"body":"We're the administrator. You Fix"},{"speaker":"Unknown","startTime":598.46,"endTime":602.99,"body":"dents let us do our job. It"},{"speaker":"Unknown","startTime":602.99,"endTime":606.77,"body":"wasn't very kind and it wasn't"},{"speaker":"Unknown","startTime":602.99,"endTime":606.77,"body":"very, you know, it almost felt"},{"speaker":"Unknown","startTime":606.77,"endTime":610.4,"body":"like for an f\u0026i administrator"},{"speaker":"Unknown","startTime":606.77,"endTime":610.4,"body":"servicing the claim was a"},{"speaker":"Unknown","startTime":610.4,"endTime":614.33,"body":"necessary evil, rather than what"},{"speaker":"Unknown","startTime":610.4,"endTime":614.33,"body":"it really is, is a contractual"},{"speaker":"Unknown","startTime":614.33,"endTime":618.53,"body":"obligation. So I started down"},{"speaker":"Unknown","startTime":614.33,"endTime":618.53,"body":"this journey of trying to"},{"speaker":"Unknown","startTime":618.53,"endTime":621.74,"body":"decipher and figure out okay,"},{"speaker":"Unknown","startTime":618.53,"endTime":621.74,"body":"what were the disconnected"},{"speaker":"Unknown","startTime":621.74,"endTime":626.42,"body":"parts. And the further I dug in"},{"speaker":"Unknown","startTime":621.74,"endTime":626.42,"body":"the further I saw that this"},{"speaker":"Unknown","startTime":626.42,"endTime":631.43,"body":"wasn't just a PDR topic, this"},{"speaker":"Unknown","startTime":626.42,"endTime":631.43,"body":"resonated way beyond that"},{"speaker":"Unknown","startTime":631.43,"endTime":635.57,"body":"throughout f\u0026i and and also"},{"speaker":"Unknown","startTime":631.43,"endTime":635.57,"body":"within the dealership. So then,"},{"speaker":"Unknown","startTime":635.6,"endTime":638.36,"body":"you know, I, for years, I was a"},{"speaker":"Unknown","startTime":635.6,"endTime":638.36,"body":"consultant, people wanted to"},{"speaker":"Unknown","startTime":638.36,"endTime":642.8,"body":"hear what I had to say. And I"},{"speaker":"Unknown","startTime":638.36,"endTime":642.8,"body":"was inspired by it, and then"},{"speaker":"Unknown","startTime":642.8,"endTime":646.85,"body":"finally decided about six years"},{"speaker":"Unknown","startTime":642.8,"endTime":646.85,"body":"ago to solve the problem myself,"},{"speaker":"Unknown","startTime":646.85,"endTime":650.0,"body":"and I couldn't get anybody else"},{"speaker":"Unknown","startTime":646.85,"endTime":650.0,"body":"to do it. I love and that's what"},{"speaker":"Unknown","startTime":650.0,"endTime":653.06,"body":"led led to where we're at today"},{"speaker":"Unknown","startTime":650.0,"endTime":653.06,"body":"with developing this technology"},{"speaker":"Unknown","startTime":653.06,"endTime":655.64,"body":"to connect the disconnected"},{"speaker":"Unknown","startTime":653.06,"endTime":655.64,"body":"parts that ownership journey."},{"speaker":"Kyle Mountsier","startTime":655.92,"endTime":658.62,"body":"Well, geez,"},{"speaker":"Kyle Mountsier","startTime":655.92,"endTime":658.62,"body":"what's this is what's really"},{"speaker":"Kyle Mountsier","startTime":658.62,"endTime":664.71,"body":"interesting to me, right? Is my"},{"speaker":"Kyle Mountsier","startTime":658.62,"endTime":664.71,"body":"man hanging out in Chicago,"},{"speaker":"Kyle Mountsier","startTime":664.71,"endTime":670.08,"body":"Jersey in December, right? He's"},{"speaker":"Kyle Mountsier","startTime":664.71,"endTime":670.08,"body":"looking at you going, You've now"},{"speaker":"Kyle Mountsier","startTime":670.08,"endTime":674.49,"body":"made me mad. He's mad at the"},{"speaker":"Kyle Mountsier","startTime":670.08,"endTime":674.49,"body":"administrator company. Right."},{"speaker":"Steven Apicella","startTime":674.85,"endTime":677.79,"body":"But at his"},{"speaker":"Steven Apicella","startTime":674.85,"endTime":677.79,"body":"dealer, but ultimately,"},{"speaker":"Kyle Mountsier","startTime":677.82,"endTime":681.6,"body":"I don't think"},{"speaker":"Kyle Mountsier","startTime":677.82,"endTime":681.6,"body":"ever, like probably three days"},{"speaker":"Kyle Mountsier","startTime":681.6,"endTime":685.95,"body":"removed from that. He stopped"},{"speaker":"Kyle Mountsier","startTime":681.6,"endTime":685.95,"body":"thinking about you as the PDR."},{"speaker":"Kyle Mountsier","startTime":685.95,"endTime":689.43,"body":"Guy, and, and the and the"},{"speaker":"Kyle Mountsier","startTime":685.95,"endTime":689.43,"body":"warranty administrator, and all"},{"speaker":"Kyle Mountsier","startTime":689.43,"endTime":693.96,"body":"have his energy and attention"},{"speaker":"Kyle Mountsier","startTime":689.43,"endTime":693.96,"body":"was probably focused on the"},{"speaker":"Kyle Mountsier","startTime":693.96,"endTime":695.1,"body":"dealer at that, right,"},{"speaker":"Paul Daly","startTime":695.13,"endTime":697.14,"body":"where I who I gave my"},{"speaker":"Paul Daly","startTime":695.13,"endTime":697.14,"body":"money to,"},{"speaker":"Steven Apicella","startTime":697.48,"endTime":699.79,"body":"right, there's"},{"speaker":"Steven Apicella","startTime":697.48,"endTime":699.79,"body":"no doubt there's no doubt you"},{"speaker":"Steven Apicella","startTime":699.79,"endTime":702.91,"body":"know, what I saw this, as we"},{"speaker":"Steven Apicella","startTime":699.79,"endTime":702.91,"body":"begin to peel back, if you think"},{"speaker":"Steven Apicella","startTime":702.91,"endTime":706.9,"body":"about, you know how critically"},{"speaker":"Steven Apicella","startTime":702.91,"endTime":706.9,"body":"valuable f\u0026i revenue is to a"},{"speaker":"Steven Apicella","startTime":706.9,"endTime":709.87,"body":"dealer and it is and it's and to"},{"speaker":"Steven Apicella","startTime":706.9,"endTime":709.87,"body":"everybody in the food chain, you"},{"speaker":"Steven Apicella","startTime":709.87,"endTime":712.24,"body":"know that whether it's the agent"},{"speaker":"Steven Apicella","startTime":709.87,"endTime":712.24,"body":"that brought the products in or"},{"speaker":"Steven Apicella","startTime":712.24,"endTime":716.08,"body":"the third party administrators,"},{"speaker":"Steven Apicella","startTime":712.24,"endTime":716.08,"body":"it's valuable to a customer's"},{"speaker":"Steven Apicella","startTime":716.11,"endTime":720.22,"body":"ownership journey when done"},{"speaker":"Steven Apicella","startTime":716.11,"endTime":720.22,"body":"right. And is valuable. And"},{"speaker":"Steven Apicella","startTime":720.22,"endTime":723.07,"body":"there's linkage back to the"},{"speaker":"Steven Apicella","startTime":720.22,"endTime":723.07,"body":"dealer with loyalty from the"},{"speaker":"Steven Apicella","startTime":723.07,"endTime":725.95,"body":"customer when it's done. Right."},{"speaker":"Steven Apicella","startTime":723.07,"endTime":725.95,"body":"So there's a lot at stake here."},{"speaker":"Steven Apicella","startTime":725.98,"endTime":729.64,"body":"And there's a lot of reasons why"},{"speaker":"Steven Apicella","startTime":725.98,"endTime":729.64,"body":"this is important. And when I"},{"speaker":"Steven Apicella","startTime":729.64,"endTime":732.76,"body":"look at that, there's a couple"},{"speaker":"Steven Apicella","startTime":729.64,"endTime":732.76,"body":"of things that jump right out at"},{"speaker":"Steven Apicella","startTime":732.76,"endTime":738.43,"body":"me and I saw this half a dozen"},{"speaker":"Steven Apicella","startTime":732.76,"endTime":738.43,"body":"years ago. One is if F\u0026I revenue"},{"speaker":"Steven Apicella","startTime":738.43,"endTime":741.22,"body":"is so critically valuable and"},{"speaker":"Steven Apicella","startTime":738.43,"endTime":741.22,"body":"all the associated customer"},{"speaker":"Steven Apicella","startTime":741.22,"endTime":746.38,"body":"experience, portions of it are"},{"speaker":"Steven Apicella","startTime":741.22,"endTime":746.38,"body":"valuable to a dealer. Why the"},{"speaker":"Steven Apicella","startTime":746.38,"endTime":749.08,"body":"hell do we leave all that value"},{"speaker":"Steven Apicella","startTime":746.38,"endTime":749.08,"body":"to just the micro moment of the"},{"speaker":"Steven Apicella","startTime":749.08,"endTime":753.64,"body":"f\u0026i menu presentation? That's"},{"speaker":"Steven Apicella","startTime":749.08,"endTime":753.64,"body":"ridiculous, right. But then even"},{"speaker":"Steven Apicella","startTime":753.64,"endTime":756.64,"body":"worse, when you have a customer"},{"speaker":"Steven Apicella","startTime":753.64,"endTime":756.64,"body":"that never read their service,"},{"speaker":"Steven Apicella","startTime":756.64,"endTime":760.3,"body":"contract or warranty, they'll"},{"speaker":"Steven Apicella","startTime":756.64,"endTime":760.3,"body":"intuitively come back to their"},{"speaker":"Steven Apicella","startTime":760.3,"endTime":763.69,"body":"dealer to the Service Drive,"},{"speaker":"Steven Apicella","startTime":760.3,"endTime":763.69,"body":"when they need service support,"},{"speaker":"Steven Apicella","startTime":763.69,"endTime":766.75,"body":"they're greeted by a service"},{"speaker":"Steven Apicella","startTime":763.69,"endTime":766.75,"body":"advisor very enthusiastically."},{"speaker":"Steven Apicella","startTime":767.35,"endTime":770.68,"body":"And the customer will say, Hey,"},{"speaker":"Steven Apicella","startTime":767.35,"endTime":770.68,"body":"I bought my car, hear about some"},{"speaker":"Steven Apicella","startTime":770.68,"endTime":774.49,"body":"protection products, I need"},{"speaker":"Steven Apicella","startTime":770.68,"endTime":774.49,"body":"service support. And the service"},{"speaker":"Steven Apicella","startTime":774.49,"endTime":777.97,"body":"advisor today has to say, what"},{"speaker":"Steven Apicella","startTime":774.49,"endTime":777.97,"body":"products did you buy from us?"},{"speaker":"Steven Apicella","startTime":779.05,"endTime":782.05,"body":"It's because they don't know the"},{"speaker":"Steven Apicella","startTime":779.05,"endTime":782.05,"body":"connected"},{"speaker":"Kyle Mountsier","startTime":782.0,"endTime":786.92,"body":"technology. Like"},{"speaker":"Kyle Mountsier","startTime":782.0,"endTime":786.92,"body":"it's like and you are,"},{"speaker":"Paul Daly","startTime":786.99,"endTime":788.43,"body":"your name is and"},{"speaker":"Steven Apicella","startTime":788.73,"endTime":790.53,"body":"it goes through"},{"speaker":"Steven Apicella","startTime":788.73,"endTime":790.53,"body":"a series of questions. Anybody"},{"speaker":"Steven Apicella","startTime":790.53,"endTime":793.89,"body":"watching this that understands"},{"speaker":"Steven Apicella","startTime":790.53,"endTime":793.89,"body":"it or knows it will relate to it"},{"speaker":"Steven Apicella","startTime":793.89,"endTime":796.47,"body":"and have a copy of your service"},{"speaker":"Steven Apicella","startTime":793.89,"endTime":796.47,"body":"contract with you didn't know"},{"speaker":"Steven Apicella","startTime":796.47,"endTime":798.06,"body":"what it's called? Do you have"},{"speaker":"Steven Apicella","startTime":796.47,"endTime":798.06,"body":"your?"},{"speaker":"Paul Daly","startTime":798.66,"endTime":802.17,"body":"Oh, yeah, I think we"},{"speaker":"Paul Daly","startTime":798.66,"endTime":802.17,"body":"used to sell that. Did Bob? Did"},{"speaker":"Paul Daly","startTime":802.17,"endTime":805.8,"body":"we used to sell this company?"},{"speaker":"Paul Daly","startTime":802.17,"endTime":805.8,"body":"Oh, yeah, we did. We did. But"},{"speaker":"Paul Daly","startTime":805.8,"endTime":809.4,"body":"but they went to another one."},{"speaker":"Paul Daly","startTime":805.8,"endTime":809.4,"body":"That's way better. So pull the"},{"speaker":"Paul Daly","startTime":809.4,"endTime":810.66,"body":"file, right."},{"speaker":"Steven Apicella","startTime":813.45,"endTime":815.55,"body":"Then you see"},{"speaker":"Steven Apicella","startTime":813.45,"endTime":815.55,"body":"what should have been a golden"},{"speaker":"Steven Apicella","startTime":815.55,"endTime":819.18,"body":"retention moment, the customer"},{"speaker":"Steven Apicella","startTime":815.55,"endTime":819.18,"body":"came back on their own right."},{"speaker":"Steven Apicella","startTime":819.48,"endTime":822.54,"body":"And it's turned into this"},{"speaker":"Steven Apicella","startTime":819.48,"endTime":822.54,"body":"frustration. And again, you"},{"speaker":"Steven Apicella","startTime":822.54,"endTime":824.55,"body":"know, we talk about employee"},{"speaker":"Steven Apicella","startTime":822.54,"endTime":824.55,"body":"experience and customer"},{"speaker":"Steven Apicella","startTime":824.55,"endTime":827.61,"body":"experience. This is one of those"},{"speaker":"Steven Apicella","startTime":824.55,"endTime":827.61,"body":"examples, practical ones. It's"},{"speaker":"Steven Apicella","startTime":827.61,"endTime":831.27,"body":"bad for the customer, we put our"},{"speaker":"Steven Apicella","startTime":827.61,"endTime":831.27,"body":"service advisors in a shitty"},{"speaker":"Steven Apicella","startTime":831.27,"endTime":835.23,"body":"position, that they're not that"},{"speaker":"Steven Apicella","startTime":831.27,"endTime":835.23,"body":"they're not equipped with the"},{"speaker":"Steven Apicella","startTime":835.23,"endTime":839.88,"body":"ability to handle that and to be"},{"speaker":"Steven Apicella","startTime":835.23,"endTime":839.88,"body":"a champion in that moment. When"},{"speaker":"Steven Apicella","startTime":839.88,"endTime":842.94,"body":"that occurs, it occurs every"},{"speaker":"Steven Apicella","startTime":839.88,"endTime":842.94,"body":"single day in every single"},{"speaker":"Steven Apicella","startTime":842.94,"endTime":846.33,"body":"dealership. And the customer"},{"speaker":"Steven Apicella","startTime":842.94,"endTime":846.33,"body":"when they go through that"},{"speaker":"Steven Apicella","startTime":846.33,"endTime":849.33,"body":"battery is thinking timeout I"},{"speaker":"Steven Apicella","startTime":846.33,"endTime":849.33,"body":"bought this shit from you don't"},{"speaker":"Steven Apicella","startTime":849.33,"endTime":854.01,"body":"you know? And it shouldn't be"},{"speaker":"Steven Apicella","startTime":849.33,"endTime":854.01,"body":"that way. And that's what again,"},{"speaker":"Steven Apicella","startTime":854.01,"endTime":858.03,"body":"this lifecycle post sales. We're"},{"speaker":"Steven Apicella","startTime":854.01,"endTime":858.03,"body":"touching a lot of it right now,"},{"speaker":"Steven Apicella","startTime":858.03,"endTime":862.5,"body":"which is extending f\u0026i revenue"},{"speaker":"Steven Apicella","startTime":858.03,"endTime":862.5,"body":"beyond that micro moment. And"},{"speaker":"Steven Apicella","startTime":862.5,"endTime":865.14,"body":"the way you do that is put it"},{"speaker":"Steven Apicella","startTime":862.5,"endTime":865.14,"body":"into the customers hands in an"},{"speaker":"Steven Apicella","startTime":865.14,"endTime":868.47,"body":"app, a dealer branded app that"},{"speaker":"Steven Apicella","startTime":865.14,"endTime":868.47,"body":"says here's all the products you"},{"speaker":"Steven Apicella","startTime":868.47,"endTime":871.56,"body":"did buy even through multiple"},{"speaker":"Steven Apicella","startTime":868.47,"endTime":871.56,"body":"administrators in one digital"},{"speaker":"Steven Apicella","startTime":871.56,"endTime":875.01,"body":"view so you can see what you"},{"speaker":"Steven Apicella","startTime":871.56,"endTime":875.01,"body":"have engaged service when you"},{"speaker":"Steven Apicella","startTime":875.01,"endTime":878.28,"body":"need it. But then by direct"},{"speaker":"Steven Apicella","startTime":875.01,"endTime":878.28,"body":"extension, also show the"},{"speaker":"Steven Apicella","startTime":878.28,"endTime":881.4,"body":"customer or the service advisor"},{"speaker":"Steven Apicella","startTime":878.28,"endTime":881.4,"body":"on behalf of the customer."},{"speaker":"Steven Apicella","startTime":881.76,"endTime":883.83,"body":"Here's all the products you"},{"speaker":"Steven Apicella","startTime":881.76,"endTime":883.83,"body":"didn't buy and give them an"},{"speaker":"Steven Apicella","startTime":883.83,"endTime":887.49,"body":"ability to look at it understand"},{"speaker":"Steven Apicella","startTime":883.83,"endTime":887.49,"body":"it and God forbid in 2022 to buy"},{"speaker":"Steven Apicella","startTime":887.49,"endTime":891.54,"body":"it right on their smartphone."},{"speaker":"Steven Apicella","startTime":887.49,"endTime":891.54,"body":"And that's just a piece of what"},{"speaker":"Steven Apicella","startTime":891.54,"endTime":894.54,"body":"we're doing. But the thing that"},{"speaker":"Steven Apicella","startTime":891.54,"endTime":894.54,"body":"I see you guys that because I"},{"speaker":"Steven Apicella","startTime":894.54,"endTime":898.29,"body":"you know I said this before I"},{"speaker":"Steven Apicella","startTime":894.54,"endTime":898.29,"body":"say it often which is I don't"},{"speaker":"Steven Apicella","startTime":898.29,"endTime":901.11,"body":"think everything's broken our"},{"speaker":"Steven Apicella","startTime":898.29,"endTime":901.11,"body":"industry. I'm not that guy. I"},{"speaker":"Steven Apicella","startTime":901.11,"endTime":903.21,"body":"think there's a lot of great"},{"speaker":"Steven Apicella","startTime":901.11,"endTime":903.21,"body":"things happening in our"},{"speaker":"Steven Apicella","startTime":903.21,"endTime":907.08,"body":"industry. Amen. But there are"},{"speaker":"Steven Apicella","startTime":903.21,"endTime":907.08,"body":"disconnected parts. And one of"},{"speaker":"Steven Apicella","startTime":907.08,"endTime":909.96,"body":"the disconnected parts is a"},{"speaker":"Steven Apicella","startTime":907.08,"endTime":909.96,"body":"really critical critical"},{"speaker":"Steven Apicella","startTime":909.96,"endTime":915.09,"body":"vacancy, which is, the distance"},{"speaker":"Steven Apicella","startTime":909.96,"endTime":915.09,"body":"between sales and service is, as"},{"speaker":"Steven Apicella","startTime":915.09,"endTime":917.91,"body":"an industry, we can refine the"},{"speaker":"Steven Apicella","startTime":915.09,"endTime":917.91,"body":"hell out of all the sales"},{"speaker":"Steven Apicella","startTime":917.91,"endTime":921.78,"body":"processes. And we do and we"},{"speaker":"Steven Apicella","startTime":917.91,"endTime":921.78,"body":"should, and we can refine the"},{"speaker":"Steven Apicella","startTime":921.78,"endTime":924.9,"body":"hell out of all the service"},{"speaker":"Steven Apicella","startTime":921.78,"endTime":924.9,"body":"processes. And we do and we"},{"speaker":"Steven Apicella","startTime":924.9,"endTime":928.62,"body":"should, but until you could"},{"speaker":"Steven Apicella","startTime":924.9,"endTime":928.62,"body":"correct that gap in between,"},{"speaker":"Steven Apicella","startTime":928.62,"endTime":932.04,"body":"we're always going to get what"},{"speaker":"Steven Apicella","startTime":928.62,"endTime":932.04,"body":"we get. Yeah. And that's what"},{"speaker":"Steven Apicella","startTime":932.04,"endTime":936.54,"body":"we're focused on is how do you"},{"speaker":"Steven Apicella","startTime":932.04,"endTime":936.54,"body":"take a one time transaction and"},{"speaker":"Steven Apicella","startTime":936.54,"endTime":939.3,"body":"turn it into a lifetime"},{"speaker":"Steven Apicella","startTime":936.54,"endTime":939.3,"body":"relationship, everybody desires"},{"speaker":"Steven Apicella","startTime":939.3,"endTime":942.81,"body":"it, but the industry has lacked"},{"speaker":"Steven Apicella","startTime":939.3,"endTime":942.81,"body":"processes to be able to fulfill"},{"speaker":"Steven Apicella","startTime":942.81,"endTime":944.04,"body":"it. And that's,"},{"speaker":"Kyle Mountsier","startTime":945.03,"endTime":947.43,"body":"dams have been"},{"speaker":"Kyle Mountsier","startTime":945.03,"endTime":947.43,"body":"asking for this. This isn't like"},{"speaker":"Kyle Mountsier","startTime":947.58,"endTime":950.01,"body":"it's not something new from"},{"speaker":"Kyle Mountsier","startTime":947.58,"endTime":950.01,"body":"them, right. They measure"},{"speaker":"Kyle Mountsier","startTime":950.01,"endTime":953.07,"body":"return, they measure first year"},{"speaker":"Kyle Mountsier","startTime":950.01,"endTime":953.07,"body":"retention, they measure overall"},{"speaker":"Kyle Mountsier","startTime":953.07,"endTime":956.76,"body":"retention, they measure CPO are"},{"speaker":"Kyle Mountsier","startTime":953.07,"endTime":956.76,"body":"new retention, all of them have"},{"speaker":"Kyle Mountsier","startTime":956.76,"endTime":959.97,"body":"those capacities, but really"},{"speaker":"Kyle Mountsier","startTime":956.76,"endTime":959.97,"body":"what they're doing is measuring"},{"speaker":"Kyle Mountsier","startTime":959.97,"endTime":963.84,"body":"it and leaving it to the dealer"},{"speaker":"Kyle Mountsier","startTime":959.97,"endTime":963.84,"body":"to do it. Or they're saying"},{"speaker":"Kyle Mountsier","startTime":963.84,"endTime":966.6,"body":"like, Oh, you got to sign up for"},{"speaker":"Kyle Mountsier","startTime":963.84,"endTime":966.6,"body":"this mailer campaign. And"},{"speaker":"Kyle Mountsier","startTime":966.6,"endTime":969.24,"body":"hopefully, the people will come"},{"speaker":"Kyle Mountsier","startTime":966.6,"endTime":969.24,"body":"back in on the service offers,"},{"speaker":"Kyle Mountsier","startTime":969.24,"endTime":972.93,"body":"right? Instead of really"},{"speaker":"Kyle Mountsier","startTime":969.24,"endTime":972.93,"body":"creating a relationship with"},{"speaker":"Kyle Mountsier","startTime":972.93,"endTime":976.14,"body":"that customer. You know, we talk"},{"speaker":"Kyle Mountsier","startTime":972.93,"endTime":976.14,"body":"about relationships, from the"},{"speaker":"Kyle Mountsier","startTime":976.14,"endTime":978.96,"body":"sales perspective, a lot, like"},{"speaker":"Kyle Mountsier","startTime":976.14,"endTime":978.96,"body":"you said, similar, it's like,"},{"speaker":"Kyle Mountsier","startTime":979.14,"endTime":981.72,"body":"the salesperson in the sales"},{"speaker":"Kyle Mountsier","startTime":979.14,"endTime":981.72,"body":"team has to have a relationship"},{"speaker":"Kyle Mountsier","startTime":981.72,"endTime":983.88,"body":"with the customer, the server"},{"speaker":"Kyle Mountsier","startTime":981.72,"endTime":983.88,"body":"team has to have a relationship"},{"speaker":"Kyle Mountsier","startTime":983.88,"endTime":987.33,"body":"with the customer. But when does"},{"speaker":"Kyle Mountsier","startTime":983.88,"endTime":987.33,"body":"the dealer actually have that"},{"speaker":"Kyle Mountsier","startTime":987.33,"endTime":988.59,"body":"like long term bridge,"},{"speaker":"Steven Apicella","startTime":988.8,"endTime":990.54,"body":"the bridge in"},{"speaker":"Steven Apicella","startTime":988.8,"endTime":990.54,"body":"between the two, it's actually a"},{"speaker":"Steven Apicella","startTime":990.54,"endTime":992.76,"body":"structural problem in our"},{"speaker":"Steven Apicella","startTime":990.54,"endTime":992.76,"body":"industry to that every"},{"speaker":"Steven Apicella","startTime":992.76,"endTime":995.85,"body":"dealership run sales and service"},{"speaker":"Steven Apicella","startTime":992.76,"endTime":995.85,"body":"like two separate companies"},{"speaker":"Steven Apicella","startTime":995.85,"endTime":999.54,"body":"under one roof. And they"},{"speaker":"Steven Apicella","startTime":995.85,"endTime":999.54,"body":"basically many times don't even"},{"speaker":"Steven Apicella","startTime":999.54,"endTime":1002.78,"body":"like each other. And what"},{"speaker":"Steven Apicella","startTime":999.54,"endTime":1002.78,"body":"happens is, when the sales"},{"speaker":"Steven Apicella","startTime":1002.78,"endTime":1005.81,"body":"process is completed to the"},{"speaker":"Steven Apicella","startTime":1002.78,"endTime":1005.81,"body":"customer, it feels like the"},{"speaker":"Steven Apicella","startTime":1005.81,"endTime":1008.48,"body":"transaction and therefore the"},{"speaker":"Steven Apicella","startTime":1005.81,"endTime":1008.48,"body":"relationship is over. Because"},{"speaker":"Steven Apicella","startTime":1008.48,"endTime":1011.69,"body":"they did their job, you sold me"},{"speaker":"Steven Apicella","startTime":1008.48,"endTime":1011.69,"body":"a car, I bought a car. And"},{"speaker":"Steven Apicella","startTime":1011.69,"endTime":1015.05,"body":"that's it. And then somewhere"},{"speaker":"Steven Apicella","startTime":1011.69,"endTime":1015.05,"body":"along the way, somebody tries to"},{"speaker":"Steven Apicella","startTime":1015.05,"endTime":1018.71,"body":"pick the pieces up. But it's not"},{"speaker":"Steven Apicella","startTime":1015.05,"endTime":1018.71,"body":"only if we communicate with a"},{"speaker":"Steven Apicella","startTime":1018.71,"endTime":1020.84,"body":"customer, and there's a big if"},{"speaker":"Steven Apicella","startTime":1018.71,"endTime":1020.84,"body":"they're, you know, I've"},{"speaker":"Steven Apicella","startTime":1020.84,"endTime":1024.14,"body":"purchased three cars during the"},{"speaker":"Steven Apicella","startTime":1020.84,"endTime":1024.14,"body":"pandemic, from three different"},{"speaker":"Steven Apicella","startTime":1024.14,"endTime":1027.23,"body":"dealerships and three different"},{"speaker":"Steven Apicella","startTime":1024.14,"endTime":1027.23,"body":"processes. And the one thing"},{"speaker":"Steven Apicella","startTime":1027.23,"endTime":1030.32,"body":"that unifies all three is"},{"speaker":"Steven Apicella","startTime":1027.23,"endTime":1030.32,"body":"nobody's ever contacted me after"},{"speaker":"Steven Apicella","startTime":1030.32,"endTime":1036.05,"body":"the sale ever. And that's just"},{"speaker":"Steven Apicella","startTime":1030.32,"endTime":1036.05,"body":"real, you know. But then"},{"speaker":"Steven Apicella","startTime":1036.05,"endTime":1038.87,"body":"somewhere along the way, you"},{"speaker":"Steven Apicella","startTime":1036.05,"endTime":1038.87,"body":"know, whether it's an attempt"},{"speaker":"Steven Apicella","startTime":1038.87,"endTime":1044.39,"body":"with a postcard in 2022, or"},{"speaker":"Steven Apicella","startTime":1038.87,"endTime":1044.39,"body":"phone"},{"speaker":"Kyle Mountsier","startTime":1045.589,"endTime":1047.359,"body":"pause, paused"},{"speaker":"Kyle Mountsier","startTime":1045.589,"endTime":1047.359,"body":"for dramatic effect."},{"speaker":"Paul Daly","startTime":1049.22,"endTime":1052.07,"body":"If you could just see"},{"speaker":"Paul Daly","startTime":1049.22,"endTime":1052.07,"body":"his face right now, these guys"},{"speaker":"Paul Daly","startTime":1052.07,"endTime":1053.06,"body":"are squinting, it"},{"speaker":"Steven Apicella","startTime":1053.0,"endTime":1055.34,"body":"is a matter of"},{"speaker":"Steven Apicella","startTime":1053.0,"endTime":1055.34,"body":"fact, you know, when I asked"},{"speaker":"Steven Apicella","startTime":1055.34,"endTime":1060.8,"body":"this is my challenge to our"},{"speaker":"Steven Apicella","startTime":1055.34,"endTime":1060.8,"body":"great industry, to every dealer,"},{"speaker":"Steven Apicella","startTime":1061.94,"endTime":1065.45,"body":"to every person in the support"},{"speaker":"Steven Apicella","startTime":1061.94,"endTime":1065.45,"body":"community or calls vendors or"},{"speaker":"Steven Apicella","startTime":1065.45,"endTime":1069.14,"body":"whatever you want to call us. Is"},{"speaker":"Steven Apicella","startTime":1065.45,"endTime":1069.14,"body":"that, you know, is it our"},{"speaker":"Steven Apicella","startTime":1069.17,"endTime":1073.94,"body":"mission, to only sell a car and"},{"speaker":"Steven Apicella","startTime":1069.17,"endTime":1073.94,"body":"maybe an f\u0026i product or to or to"},{"speaker":"Steven Apicella","startTime":1073.94,"endTime":1077.72,"body":"also earn a recurring customer?"},{"speaker":"Steven Apicella","startTime":1073.94,"endTime":1077.72,"body":"And there's not a person in our"},{"speaker":"Steven Apicella","startTime":1077.72,"endTime":1081.68,"body":"industry that wouldn't say the"},{"speaker":"Steven Apicella","startTime":1077.72,"endTime":1081.68,"body":"latter is desired. But that's"},{"speaker":"Steven Apicella","startTime":1081.68,"endTime":1084.17,"body":"not what we're earning right"},{"speaker":"Steven Apicella","startTime":1081.68,"endTime":1084.17,"body":"now. We're really good at"},{"speaker":"Steven Apicella","startTime":1084.17,"endTime":1088.61,"body":"selling cars, whether we have"},{"speaker":"Steven Apicella","startTime":1084.17,"endTime":1088.61,"body":"inventory or not. But we're not"},{"speaker":"Steven Apicella","startTime":1088.61,"endTime":1091.52,"body":"really great at retaining"},{"speaker":"Steven Apicella","startTime":1088.61,"endTime":1091.52,"body":"customers thereafter. And I"},{"speaker":"Steven Apicella","startTime":1091.52,"endTime":1095.54,"body":"believe part of it is every"},{"speaker":"Steven Apicella","startTime":1091.52,"endTime":1095.54,"body":"single dealership has a Why buy"},{"speaker":"Steven Apicella","startTime":1095.54,"endTime":1099.32,"body":"here proposition every single"},{"speaker":"Steven Apicella","startTime":1095.54,"endTime":1099.32,"body":"one? How many executed? Why"},{"speaker":"Steven Apicella","startTime":1099.32,"endTime":1103.55,"body":"return here proposition? Dang,"},{"speaker":"Steven Apicella","startTime":1099.32,"endTime":1103.55,"body":"that's, that's part of the"},{"speaker":"Steven Apicella","startTime":1103.55,"endTime":1105.26,"body":"vacancy that exists right now."},{"speaker":"Kyle Mountsier","startTime":1105.649,"endTime":1108.139,"body":"It's like, Why"},{"speaker":"Kyle Mountsier","startTime":1105.649,"endTime":1108.139,"body":"Why am I here? Why service here?"},{"speaker":"Kyle Mountsier","startTime":1108.139,"endTime":1111.529,"body":"Why return here? Why? Why is it"},{"speaker":"Kyle Mountsier","startTime":1108.139,"endTime":1111.529,"body":"valuable for you to come back?"},{"speaker":"Kyle Mountsier","startTime":1111.529,"endTime":1111.739,"body":"And"},{"speaker":"Steven Apicella","startTime":1112.01,"endTime":1113.33,"body":"I mean, you"},{"speaker":"Steven Apicella","startTime":1112.01,"endTime":1113.33,"body":"gotta be able to communicate in"},{"speaker":"Steven Apicella","startTime":1113.33,"endTime":1115.52,"body":"a way that people appreciate,"},{"speaker":"Steven Apicella","startTime":1113.33,"endTime":1115.52,"body":"you know, somebody has given me"},{"speaker":"Steven Apicella","startTime":1115.52,"endTime":1118.4,"body":"this as a reference. I've never"},{"speaker":"Steven Apicella","startTime":1115.52,"endTime":1118.4,"body":"read the book, but I understand"},{"speaker":"Steven Apicella","startTime":1118.4,"endTime":1122.75,"body":"it's popular, the language of"},{"speaker":"Steven Apicella","startTime":1118.4,"endTime":1122.75,"body":"love. It's a relationship book,"},{"speaker":"Steven Apicella","startTime":1122.75,"endTime":1124.82,"body":"right. And it's that if you're"},{"speaker":"Steven Apicella","startTime":1122.75,"endTime":1124.82,"body":"communicating with your"},{"speaker":"Steven Apicella","startTime":1124.82,"endTime":1128.12,"body":"significant other, but how that"},{"speaker":"Steven Apicella","startTime":1124.82,"endTime":1128.12,"body":"makes the difference? Well, the"},{"speaker":"Steven Apicella","startTime":1128.12,"endTime":1131.78,"body":"same is true between a business"},{"speaker":"Steven Apicella","startTime":1128.12,"endTime":1131.78,"body":"and your customer. You know, we"},{"speaker":"Steven Apicella","startTime":1131.78,"endTime":1135.41,"body":"can't be sending out postcards"},{"speaker":"Steven Apicella","startTime":1131.78,"endTime":1135.41,"body":"and phone solicitations and hope"},{"speaker":"Steven Apicella","startTime":1135.41,"endTime":1139.49,"body":"that customers returned to our"},{"speaker":"Steven Apicella","startTime":1135.41,"endTime":1139.49,"body":"website that has one page on it"},{"speaker":"Steven Apicella","startTime":1139.49,"endTime":1143.72,"body":"related to anything other than"},{"speaker":"Steven Apicella","startTime":1139.49,"endTime":1143.72,"body":"selling you a car and hope."},{"speaker":"Paul Daly","startTime":1144.05,"endTime":1145.91,"body":"And even that page"},{"speaker":"Paul Daly","startTime":1144.05,"endTime":1145.91,"body":"has pop ups."},{"speaker":"Steven Apicella","startTime":1145.94,"endTime":1150.74,"body":"Yeah. That's"},{"speaker":"Steven Apicella","startTime":1145.94,"endTime":1150.74,"body":"gonna inspire something."},{"speaker":"Kyle Mountsier","startTime":1154.37,"endTime":1156.26,"body":"Don't come back,"},{"speaker":"Kyle Mountsier","startTime":1154.37,"endTime":1156.26,"body":"we just want your car."},{"speaker":"Paul Daly","startTime":1158.39,"endTime":1162.14,"body":"So you're saying even"},{"speaker":"Paul Daly","startTime":1158.39,"endTime":1162.14,"body":"even that page, you're saying"},{"speaker":"Paul Daly","startTime":1162.14,"endTime":1166.07,"body":"isn't is where you're going to"},{"speaker":"Paul Daly","startTime":1162.14,"endTime":1166.07,"body":"say is inspired by what"},{"speaker":"Steven Apicella","startTime":1166.07,"endTime":1169.43,"body":"it does. And we"},{"speaker":"Steven Apicella","startTime":1166.07,"endTime":1169.43,"body":"wonder why people don't come"},{"speaker":"Steven Apicella","startTime":1169.43,"endTime":1172.28,"body":"back. I mean, if those are the"},{"speaker":"Steven Apicella","startTime":1169.43,"endTime":1172.28,"body":"methods, if that's the language"},{"speaker":"Steven Apicella","startTime":1172.31,"endTime":1175.79,"body":"of commerce that we're doing"},{"speaker":"Steven Apicella","startTime":1172.31,"endTime":1175.79,"body":"with our customer, postcards and"},{"speaker":"Steven Apicella","startTime":1175.79,"endTime":1179.93,"body":"phone solicitations, and a one"},{"speaker":"Steven Apicella","startTime":1175.79,"endTime":1179.93,"body":"page on a website that's clearly"},{"speaker":"Steven Apicella","startTime":1179.93,"endTime":1182.72,"body":"designed to sell you a car and"},{"speaker":"Steven Apicella","startTime":1179.93,"endTime":1182.72,"body":"not to do anything thereafter."},{"speaker":"Steven Apicella","startTime":1183.05,"endTime":1185.36,"body":"While we're speaking our"},{"speaker":"Steven Apicella","startTime":1183.05,"endTime":1185.36,"body":"language to those customers and"},{"speaker":"Steven Apicella","startTime":1185.36,"endTime":1187.37,"body":"telling them we don't want you"},{"speaker":"Steven Apicella","startTime":1185.36,"endTime":1187.37,"body":"back. So"},{"speaker":"Paul Daly","startTime":1187.4,"endTime":1190.04,"body":"I think I think"},{"speaker":"Paul Daly","startTime":1187.4,"endTime":1190.04,"body":"you've done a good job of really"},{"speaker":"Paul Daly","startTime":1190.04,"endTime":1194.78,"body":"framing this problem up well,"},{"speaker":"Paul Daly","startTime":1190.04,"endTime":1194.78,"body":"you know, even the story of how"},{"speaker":"Paul Daly","startTime":1194.78,"endTime":1198.59,"body":"it started and how it came like"},{"speaker":"Paul Daly","startTime":1194.78,"endTime":1198.59,"body":"you saw this problem you felt"},{"speaker":"Paul Daly","startTime":1198.59,"endTime":1201.71,"body":"this problem from both ends."},{"speaker":"Paul Daly","startTime":1198.59,"endTime":1201.71,"body":"That's right. And you realize"},{"speaker":"Paul Daly","startTime":1201.71,"endTime":1205.13,"body":"like this needs to be fixed."},{"speaker":"Paul Daly","startTime":1201.71,"endTime":1205.13,"body":"You've you've I think you've,"},{"speaker":"Paul Daly","startTime":1205.16,"endTime":1209.75,"body":"you've painted it out well, what"},{"speaker":"Paul Daly","startTime":1205.16,"endTime":1209.75,"body":"from your perspective? is the"},{"speaker":"Paul Daly","startTime":1209.75,"endTime":1212.18,"body":"solution? Or at least what"},{"speaker":"Paul Daly","startTime":1209.75,"endTime":1212.18,"body":"corner of the solution are you"},{"speaker":"Paul Daly","startTime":1212.18,"endTime":1213.26,"body":"trying to take care of"},{"speaker":"Steven Apicella","startTime":1213.53,"endTime":1216.17,"body":"process,"},{"speaker":"Steven Apicella","startTime":1213.53,"endTime":1216.17,"body":"really, you know, connected"},{"speaker":"Steven Apicella","startTime":1216.17,"endTime":1219.65,"body":"disconnected parts of the"},{"speaker":"Steven Apicella","startTime":1216.17,"endTime":1219.65,"body":"journey with process. So the"},{"speaker":"Steven Apicella","startTime":1219.65,"endTime":1224.9,"body":"ability to put into a customer's"},{"speaker":"Steven Apicella","startTime":1219.65,"endTime":1224.9,"body":"hand, a dealer branded tool"},{"speaker":"Steven Apicella","startTime":1224.9,"endTime":1227.69,"body":"where the dealer can speak to"},{"speaker":"Steven Apicella","startTime":1224.9,"endTime":1227.69,"body":"their customer using push"},{"speaker":"Steven Apicella","startTime":1227.69,"endTime":1233.21,"body":"notifications, and that random"},{"speaker":"Steven Apicella","startTime":1227.69,"endTime":1233.21,"body":"text messages and that junk mail"},{"speaker":"Steven Apicella","startTime":1233.21,"endTime":1237.05,"body":"and that phone solicitations, to"},{"speaker":"Steven Apicella","startTime":1233.21,"endTime":1237.05,"body":"have a digital rewards program"},{"speaker":"Steven Apicella","startTime":1237.05,"endTime":1240.83,"body":"that incentivizes loyalty back"},{"speaker":"Steven Apicella","startTime":1237.05,"endTime":1240.83,"body":"to the dealership, for our"},{"speaker":"Steven Apicella","startTime":1240.83,"endTime":1244.64,"body":"customer in this very, very"},{"speaker":"Steven Apicella","startTime":1240.83,"endTime":1244.64,"body":"critically important sector of"},{"speaker":"Steven Apicella","startTime":1244.64,"endTime":1247.82,"body":"f\u0026i to be able to see all their"},{"speaker":"Steven Apicella","startTime":1244.64,"endTime":1247.82,"body":"f\u0026i products state, we like to"},{"speaker":"Steven Apicella","startTime":1247.82,"endTime":1250.04,"body":"talk about transparency in the"},{"speaker":"Steven Apicella","startTime":1247.82,"endTime":1250.04,"body":"industry, but are we really"},{"speaker":"Steven Apicella","startTime":1250.04,"endTime":1250.82,"body":"delivering it?"},{"speaker":"Paul Daly","startTime":1252.59,"endTime":1255.53,"body":"To be forced to"},{"speaker":"Paul Daly","startTime":1252.59,"endTime":1255.53,"body":"deliver more of it very shortly,"},{"speaker":"Paul Daly","startTime":1255.53,"endTime":1256.4,"body":"he's a big show"},{"speaker":"Steven Apicella","startTime":1256.0,"endTime":1259.6,"body":"of customer"},{"speaker":"Steven Apicella","startTime":1256.0,"endTime":1259.6,"body":"what they bought, give them the"},{"speaker":"Steven Apicella","startTime":1259.63,"endTime":1262.3,"body":"digital pathway for service,"},{"speaker":"Steven Apicella","startTime":1259.63,"endTime":1262.3,"body":"they don't have to jump through"},{"speaker":"Steven Apicella","startTime":1262.3,"endTime":1266.53,"body":"rings of fire give that same"},{"speaker":"Steven Apicella","startTime":1262.3,"endTime":1266.53,"body":"thing to the service advisor to"},{"speaker":"Steven Apicella","startTime":1266.53,"endTime":1269.26,"body":"solve their engagement problem"},{"speaker":"Steven Apicella","startTime":1266.53,"endTime":1269.26,"body":"when the customer comes in on"},{"speaker":"Steven Apicella","startTime":1269.26,"endTime":1273.19,"body":"their own, and then create those"},{"speaker":"Steven Apicella","startTime":1269.26,"endTime":1273.19,"body":"next touchpoints. Whether that's"},{"speaker":"Steven Apicella","startTime":1273.19,"endTime":1276.28,"body":"buying another f\u0026i product or"},{"speaker":"Steven Apicella","startTime":1273.19,"endTime":1276.28,"body":"coming back into the dealership"},{"speaker":"Steven Apicella","startTime":1276.34,"endTime":1280.24,"body":"by deploying a why return here"},{"speaker":"Steven Apicella","startTime":1276.34,"endTime":1280.24,"body":"campaign in a way that people"},{"speaker":"Steven Apicella","startTime":1280.24,"endTime":1283.75,"body":"appreciate. And that's that's"},{"speaker":"Steven Apicella","startTime":1280.24,"endTime":1283.75,"body":"what we're doing to unify that."},{"speaker":"Steven Apicella","startTime":1283.75,"endTime":1286.66,"body":"So, you know, for f\u0026i, for"},{"speaker":"Steven Apicella","startTime":1283.75,"endTime":1286.66,"body":"example, you guys, when I"},{"speaker":"Steven Apicella","startTime":1286.66,"endTime":1289.72,"body":"started this, I'm gonna be"},{"speaker":"Steven Apicella","startTime":1286.66,"endTime":1289.72,"body":"really honest, I had no goddamn"},{"speaker":"Steven Apicella","startTime":1289.72,"endTime":1292.99,"body":"idea what I was getting into,"},{"speaker":"Steven Apicella","startTime":1289.72,"endTime":1292.99,"body":"like I saw the problem clearly."},{"speaker":"Steven Apicella","startTime":1294.01,"endTime":1299.53,"body":"I didn't jump on that one. I"},{"speaker":"Steven Apicella","startTime":1294.01,"endTime":1299.53,"body":"didn't understand how much of a"},{"speaker":"Steven Apicella","startTime":1299.53,"endTime":1304.09,"body":"spaghetti mess it was, you know,"},{"speaker":"Steven Apicella","startTime":1299.53,"endTime":1304.09,"body":"it was just, it was all the"},{"speaker":"Steven Apicella","startTime":1304.09,"endTime":1306.67,"body":"administrators couldn't solve"},{"speaker":"Steven Apicella","startTime":1304.09,"endTime":1306.67,"body":"the problem for themselves, let"},{"speaker":"Steven Apicella","startTime":1306.67,"endTime":1310.51,"body":"alone somebody solving it for"},{"speaker":"Steven Apicella","startTime":1306.67,"endTime":1310.51,"body":"them. And then the idea of you"},{"speaker":"Steven Apicella","startTime":1310.51,"endTime":1315.52,"body":"know, every single dealership,"},{"speaker":"Steven Apicella","startTime":1310.51,"endTime":1315.52,"body":"every single one has a digital"},{"speaker":"Steven Apicella","startTime":1315.52,"endTime":1319.48,"body":"tool to solve the presentation"},{"speaker":"Steven Apicella","startTime":1315.52,"endTime":1319.48,"body":"problem of multiple"},{"speaker":"Steven Apicella","startTime":1319.48,"endTime":1323.98,"body":"administrator f\u0026i products. It's"},{"speaker":"Steven Apicella","startTime":1319.48,"endTime":1323.98,"body":"called a menu. But what happens"},{"speaker":"Steven Apicella","startTime":1323.98,"endTime":1329.71,"body":"after the menu, it's all"},{"speaker":"Steven Apicella","startTime":1323.98,"endTime":1329.71,"body":"disconnected. And if you look at"},{"speaker":"Steven Apicella","startTime":1329.71,"endTime":1333.04,"body":"today, these service contracts,"},{"speaker":"Steven Apicella","startTime":1329.71,"endTime":1333.04,"body":"which by simplest definition are"},{"speaker":"Steven Apicella","startTime":1333.04,"endTime":1337.21,"body":"contracts for service, there's"},{"speaker":"Steven Apicella","startTime":1333.04,"endTime":1337.21,"body":"no other way to say it. And you"},{"speaker":"Steven Apicella","startTime":1337.21,"endTime":1340.57,"body":"look at the service mechanisms"},{"speaker":"Steven Apicella","startTime":1337.21,"endTime":1340.57,"body":"that are out there, even by the"},{"speaker":"Steven Apicella","startTime":1340.57,"endTime":1344.74,"body":"Titan companies that again, are"},{"speaker":"Steven Apicella","startTime":1340.57,"endTime":1344.74,"body":"valuable to provide this this"},{"speaker":"Steven Apicella","startTime":1344.74,"endTime":1348.19,"body":"important profit center. Their"},{"speaker":"Steven Apicella","startTime":1344.74,"endTime":1348.19,"body":"methods are a one 800 Number"},{"speaker":"Steven Apicella","startTime":1348.19,"endTime":1351.31,"body":"phone queues called wait times"},{"speaker":"Steven Apicella","startTime":1348.19,"endTime":1351.31,"body":"and manual claim processing."},{"speaker":"Steven Apicella","startTime":1351.46,"endTime":1354.49,"body":"Yeah, they're spending the most"},{"speaker":"Steven Apicella","startTime":1351.46,"endTime":1354.49,"body":"amount of money doing it the"},{"speaker":"Steven Apicella","startTime":1354.49,"endTime":1360.13,"body":"least desirable way. And that"},{"speaker":"Steven Apicella","startTime":1354.49,"endTime":1360.13,"body":"translates to customer"},{"speaker":"Steven Apicella","startTime":1360.13,"endTime":1364.0,"body":"engagement, customer experience"},{"speaker":"Steven Apicella","startTime":1360.13,"endTime":1364.0,"body":"and employee experience. Imagine"},{"speaker":"Steven Apicella","startTime":1364.0,"endTime":1368.47,"body":"being you said with Paul, it's"},{"speaker":"Steven Apicella","startTime":1364.0,"endTime":1368.47,"body":"not just a product we have today"},{"speaker":"Steven Apicella","startTime":1368.47,"endTime":1371.02,"body":"through multiple administrators,"},{"speaker":"Steven Apicella","startTime":1368.47,"endTime":1371.02,"body":"and every dealer has multiple"},{"speaker":"Steven Apicella","startTime":1371.02,"endTime":1373.72,"body":"f\u0026i administrators powering"},{"speaker":"Steven Apicella","startTime":1371.02,"endTime":1373.72,"body":"their f\u0026i environment, every"},{"speaker":"Steven Apicella","startTime":1373.72,"endTime":1376.66,"body":"one. So not just the ones we"},{"speaker":"Steven Apicella","startTime":1373.72,"endTime":1376.66,"body":"have today. What about the ones"},{"speaker":"Steven Apicella","startTime":1376.66,"endTime":1379.99,"body":"from last week or last month or"},{"speaker":"Steven Apicella","startTime":1376.66,"endTime":1379.99,"body":"last year? Right? That we spend"},{"speaker":"Steven Apicella","startTime":1379.99,"endTime":1383.44,"body":"that customer? Yeah, when that"},{"speaker":"Steven Apicella","startTime":1379.99,"endTime":1383.44,"body":"customer comes in and says, Hey,"},{"speaker":"Steven Apicella","startTime":1383.44,"endTime":1385.51,"body":"I need service support, and"},{"speaker":"Steven Apicella","startTime":1383.44,"endTime":1385.51,"body":"you're like, I have no idea"},{"speaker":"Steven Apicella","startTime":1385.51,"endTime":1388.0,"body":"where to begin. It's not in the"},{"speaker":"Steven Apicella","startTime":1385.51,"endTime":1388.0,"body":"DMS, you can't decipher it"},{"speaker":"Steven Apicella","startTime":1388.0,"endTime":1392.05,"body":"there. And I've actually seen"},{"speaker":"Steven Apicella","startTime":1388.0,"endTime":1392.05,"body":"because I spent a lot of time me"},{"speaker":"Steven Apicella","startTime":1392.05,"endTime":1394.48,"body":"and my team spent a lot of time"},{"speaker":"Steven Apicella","startTime":1392.05,"endTime":1394.48,"body":"in dealers, where they gotta go"},{"speaker":"Steven Apicella","startTime":1394.48,"endTime":1398.2,"body":"back to the finance office, pull"},{"speaker":"Steven Apicella","startTime":1394.48,"endTime":1398.2,"body":"a deal bag, believe it or not,"},{"speaker":"Steven Apicella","startTime":1398.23,"endTime":1401.35,"body":"and be like, Okay, what did we"},{"speaker":"Steven Apicella","startTime":1398.23,"endTime":1401.35,"body":"sell this customer? Who? That's"},{"speaker":"Steven Apicella","startTime":1401.35,"endTime":1403.54,"body":"ridiculous. It's terrible. So."},{"speaker":"Paul Daly","startTime":1403.0,"endTime":1408.49,"body":"So as we go into, as"},{"speaker":"Paul Daly","startTime":1403.0,"endTime":1408.49,"body":"we go into ASOTU CON, we go into"},{"speaker":"Paul Daly","startTime":1408.49,"endTime":1413.05,"body":"this environment where"},{"speaker":"Paul Daly","startTime":1408.49,"endTime":1413.05,"body":"legislation actually may force a"},{"speaker":"Paul Daly","startTime":1413.05,"endTime":1416.29,"body":"whole lot of requirement and"},{"speaker":"Paul Daly","startTime":1413.05,"endTime":1416.29,"body":"keeping track of types of things"},{"speaker":"Paul Daly","startTime":1416.29,"endTime":1420.76,"body":"and disclosing these types of"},{"speaker":"Paul Daly","startTime":1416.29,"endTime":1420.76,"body":"things. And undoubtedly, will"},{"speaker":"Paul Daly","startTime":1420.76,"endTime":1423.37,"body":"will push products like yours"},{"speaker":"Paul Daly","startTime":1420.76,"endTime":1423.37,"body":"more to the forefront, because"},{"speaker":"Paul Daly","startTime":1423.37,"endTime":1428.32,"body":"now it's solving a compliance"},{"speaker":"Paul Daly","startTime":1423.37,"endTime":1428.32,"body":"requirement, actually. Where do"},{"speaker":"Paul Daly","startTime":1428.32,"endTime":1432.43,"body":"you see the biggest opportunity"},{"speaker":"Paul Daly","startTime":1428.32,"endTime":1432.43,"body":"to like the lowest hanging"},{"speaker":"Paul Daly","startTime":1432.43,"endTime":1435.1,"body":"fruit? Right, because it's a big"},{"speaker":"Paul Daly","startTime":1432.43,"endTime":1435.1,"body":"problem. And I think we're"},{"speaker":"Paul Daly","startTime":1435.1,"endTime":1437.2,"body":"talking through a lot of facets"},{"speaker":"Paul Daly","startTime":1435.1,"endTime":1437.2,"body":"of the problem, right? And it's"},{"speaker":"Paul Daly","startTime":1437.2,"endTime":1440.77,"body":"just a big the disconnect is not"},{"speaker":"Paul Daly","startTime":1437.2,"endTime":1440.77,"body":"just like one cord, we can plug"},{"speaker":"Paul Daly","startTime":1440.77,"endTime":1443.77,"body":"in, look at all works. It's very"},{"speaker":"Paul Daly","startTime":1440.77,"endTime":1443.77,"body":"complex. Where do you think is"},{"speaker":"Paul Daly","startTime":1443.77,"endTime":1445.42,"body":"the lowest hanging fruit for"},{"speaker":"Steven Apicella","startTime":1445.0,"endTime":1447.85,"body":"Direct"},{"speaker":"Steven Apicella","startTime":1445.0,"endTime":1447.85,"body":"Connection, direct connection to"},{"speaker":"Steven Apicella","startTime":1447.85,"endTime":1450.91,"body":"revenue as f\u0026i they know it"},{"speaker":"Steven Apicella","startTime":1447.85,"endTime":1450.91,"body":"right, if you ask any"},{"speaker":"Steven Apicella","startTime":1450.91,"endTime":1453.4,"body":"dealership, how critically"},{"speaker":"Steven Apicella","startTime":1450.91,"endTime":1453.4,"body":"important is f\u0026i revenue,"},{"speaker":"Steven Apicella","startTime":1453.4,"endTime":1457.75,"body":"they'll say, essential, and that"},{"speaker":"Steven Apicella","startTime":1453.4,"endTime":1457.75,"body":"what's great about that is it"},{"speaker":"Steven Apicella","startTime":1457.75,"endTime":1460.39,"body":"was essential when they had lots"},{"speaker":"Steven Apicella","startTime":1457.75,"endTime":1460.39,"body":"of inventory and when they"},{"speaker":"Steven Apicella","startTime":1460.39,"endTime":1463.6,"body":"don't, yeah, it's always been a"},{"speaker":"Steven Apicella","startTime":1460.39,"endTime":1463.6,"body":"critical cornerstone. And I"},{"speaker":"Steven Apicella","startTime":1463.6,"endTime":1465.61,"body":"think when we look at"},{"speaker":"Steven Apicella","startTime":1463.6,"endTime":1465.61,"body":"innovation, I think when we look"},{"speaker":"Steven Apicella","startTime":1465.61,"endTime":1469.12,"body":"at what we do is does it"},{"speaker":"Steven Apicella","startTime":1465.61,"endTime":1469.12,"body":"transcend the moment? Like we"},{"speaker":"Steven Apicella","startTime":1469.12,"endTime":1471.16,"body":"don't know what the future is"},{"speaker":"Steven Apicella","startTime":1469.12,"endTime":1471.16,"body":"going to bring? Are we in a"},{"speaker":"Steven Apicella","startTime":1471.16,"endTime":1473.77,"body":"recession or not? Like the"},{"speaker":"Steven Apicella","startTime":1471.16,"endTime":1473.77,"body":"experts don't even know, right?"},{"speaker":"Steven Apicella","startTime":1473.95,"endTime":1477.25,"body":"Are we gonna have inventory or"},{"speaker":"Steven Apicella","startTime":1473.95,"endTime":1477.25,"body":"not? We can debate about that."},{"speaker":"Steven Apicella","startTime":1477.67,"endTime":1482.05,"body":"But this is the kind of best"},{"speaker":"Steven Apicella","startTime":1477.67,"endTime":1482.05,"body":"practice that will resonate, no"},{"speaker":"Steven Apicella","startTime":1482.05,"endTime":1485.23,"body":"matter what the economic or"},{"speaker":"Steven Apicella","startTime":1482.05,"endTime":1485.23,"body":"regulatory landscape is. It's"},{"speaker":"Steven Apicella","startTime":1485.23,"endTime":1488.35,"body":"just a smart, it's a missing"},{"speaker":"Steven Apicella","startTime":1485.23,"endTime":1488.35,"body":"piece. It's a vacancy. Let's"},{"speaker":"Steven Apicella","startTime":1488.35,"endTime":1492.64,"body":"fill it. And when we take a look"},{"speaker":"Steven Apicella","startTime":1488.35,"endTime":1492.64,"body":"at f\u0026i, it's amazing, the"},{"speaker":"Steven Apicella","startTime":1492.64,"endTime":1496.57,"body":"segment does as well as it does"},{"speaker":"Steven Apicella","startTime":1492.64,"endTime":1496.57,"body":"think about this. as critical as"},{"speaker":"Steven Apicella","startTime":1496.57,"endTime":1500.05,"body":"that is when a customer enters"},{"speaker":"Steven Apicella","startTime":1496.57,"endTime":1500.05,"body":"whatever the f\u0026i environment is"},{"speaker":"Steven Apicella","startTime":1500.05,"endTime":1504.22,"body":"For the first time, they're"},{"speaker":"Steven Apicella","startTime":1500.05,"endTime":1504.22,"body":"learning about these 6 7 8"},{"speaker":"Steven Apicella","startTime":1504.22,"endTime":1507.37,"body":"products that they've never"},{"speaker":"Steven Apicella","startTime":1504.22,"endTime":1507.37,"body":"heard of before. And they have"},{"speaker":"Steven Apicella","startTime":1507.37,"endTime":1511.42,"body":"to make a decision right now."},{"speaker":"Steven Apicella","startTime":1507.37,"endTime":1511.42,"body":"Yeah, they don't have any time"},{"speaker":"Steven Apicella","startTime":1511.42,"endTime":1513.7,"body":"to really dig into it. It's just"},{"speaker":"Steven Apicella","startTime":1511.42,"endTime":1513.7,"body":"they're going to make a gut"},{"speaker":"Steven Apicella","startTime":1513.7,"endTime":1516.34,"body":"decision about if this makes"},{"speaker":"Steven Apicella","startTime":1513.7,"endTime":1516.34,"body":"sense. And here's the worst part"},{"speaker":"Steven Apicella","startTime":1516.34,"endTime":1520.51,"body":"though is a customer may be"},{"speaker":"Steven Apicella","startTime":1516.34,"endTime":1520.51,"body":"interested. But after that three"},{"speaker":"Steven Apicella","startTime":1520.51,"endTime":1522.52,"body":"hours slugfest to buy a car."},{"speaker":"Paul Daly","startTime":1523.46,"endTime":1525.59,"body":"I just, I just want"},{"speaker":"Paul Daly","startTime":1523.46,"endTime":1525.59,"body":"to go, just let me go,"},{"speaker":"Steven Apicella","startTime":1525.59,"endTime":1527.27,"body":"like, get me"},{"speaker":"Steven Apicella","startTime":1525.59,"endTime":1527.27,"body":"out of here. So whether it's"},{"speaker":"Steven Apicella","startTime":1527.27,"endTime":1531.74,"body":"time constraints, fatigue"},{"speaker":"Steven Apicella","startTime":1527.27,"endTime":1531.74,"body":"constraints, T, funding"},{"speaker":"Steven Apicella","startTime":1531.74,"endTime":1535.73,"body":"constraints, whatever it is,"},{"speaker":"Steven Apicella","startTime":1531.74,"endTime":1535.73,"body":"customers walk out, and these"},{"speaker":"Steven Apicella","startTime":1535.73,"endTime":1539.6,"body":"products are never accessible to"},{"speaker":"Steven Apicella","startTime":1535.73,"endTime":1539.6,"body":"them, again, by the dealer,"},{"speaker":"Steven Apicella","startTime":1539.63,"endTime":1543.11,"body":"somebody else is promoting it."},{"speaker":"Steven Apicella","startTime":1539.63,"endTime":1543.11,"body":"But the dealer loses their"},{"speaker":"Steven Apicella","startTime":1543.11,"endTime":1545.48,"body":"opportunity. If they don't get"},{"speaker":"Steven Apicella","startTime":1543.11,"endTime":1545.48,"body":"it in that micro moment. Why"},{"speaker":"Steven Apicella","startTime":1545.48,"endTime":1549.14,"body":"does that exist? And it doesn't"},{"speaker":"Steven Apicella","startTime":1545.48,"endTime":1549.14,"body":"exist because the dealers desire"},{"speaker":"Steven Apicella","startTime":1549.14,"endTime":1553.16,"body":"it to only reside there, the"},{"speaker":"Steven Apicella","startTime":1549.14,"endTime":1553.16,"body":"process has been missing. You"},{"speaker":"Steven Apicella","startTime":1553.16,"endTime":1556.94,"body":"can't have a service advisor do"},{"speaker":"Steven Apicella","startTime":1553.16,"endTime":1556.94,"body":"it, because a service advisor"},{"speaker":"Steven Apicella","startTime":1556.94,"endTime":1558.8,"body":"would first have to know what"},{"speaker":"Steven Apicella","startTime":1556.94,"endTime":1558.8,"body":"you bought."},{"speaker":"Paul Daly","startTime":1558.86,"endTime":1562.85,"body":"Yeah. That could be I"},{"speaker":"Paul Daly","startTime":1558.86,"endTime":1562.85,"body":"mean, that could be years ago,"},{"speaker":"Paul Daly","startTime":1563.0,"endTime":1566.66,"body":"that could be several"},{"speaker":"Paul Daly","startTime":1563.0,"endTime":1566.66,"body":"administrators ago. Exactly"},{"speaker":"Paul Daly","startTime":1566.66,"endTime":1568.55,"body":"right. It's not even the last"},{"speaker":"Paul Daly","startTime":1566.66,"endTime":1568.55,"body":"one or the current one, that"},{"speaker":"Paul Daly","startTime":1568.55,"endTime":1571.1,"body":"could be three because you know"},{"speaker":"Paul Daly","startTime":1568.55,"endTime":1571.1,"body":"how it goes like new deals come"},{"speaker":"Paul Daly","startTime":1571.1,"endTime":1573.29,"body":"up, good salespeople come in,"},{"speaker":"Paul Daly","startTime":1571.1,"endTime":1573.29,"body":"right. And all of a sudden,"},{"speaker":"Paul Daly","startTime":1573.29,"endTime":1574.55,"body":"you're switching packages,"},{"speaker":"Steven Apicella","startTime":1574.0,"endTime":1576.4,"body":"and I'm gonna"},{"speaker":"Steven Apicella","startTime":1574.0,"endTime":1576.4,"body":"underscore underscore, it's only"},{"speaker":"Steven Apicella","startTime":1576.4,"endTime":1579.49,"body":"part of our platform, but it's a"},{"speaker":"Steven Apicella","startTime":1576.4,"endTime":1579.49,"body":"critical part of our platform is"},{"speaker":"Steven Apicella","startTime":1579.49,"endTime":1581.92,"body":"what we do in an instance, take"},{"speaker":"Steven Apicella","startTime":1579.49,"endTime":1581.92,"body":"that same customer that"},{"speaker":"Steven Apicella","startTime":1581.92,"endTime":1585.04,"body":"organically came back, hey,"},{"speaker":"Steven Apicella","startTime":1581.92,"endTime":1585.04,"body":"about my car here about some"},{"speaker":"Steven Apicella","startTime":1585.04,"endTime":1587.59,"body":"production practices need"},{"speaker":"Steven Apicella","startTime":1585.04,"endTime":1587.59,"body":"service support. With our"},{"speaker":"Steven Apicella","startTime":1587.59,"endTime":1591.22,"body":"platform, a service advisor can"},{"speaker":"Steven Apicella","startTime":1587.59,"endTime":1591.22,"body":"say no problems scan the VIN"},{"speaker":"Steven Apicella","startTime":1591.22,"endTime":1595.6,"body":"barcode, we hit all the API's"},{"speaker":"Steven Apicella","startTime":1591.22,"endTime":1595.6,"body":"related to their vendors to show"},{"speaker":"Steven Apicella","startTime":1595.63,"endTime":1598.84,"body":"the service advisor what"},{"speaker":"Steven Apicella","startTime":1595.63,"endTime":1598.84,"body":"products the customer purchased,"},{"speaker":"Steven Apicella","startTime":1599.38,"endTime":1604.03,"body":"and give them a digital pathway"},{"speaker":"Steven Apicella","startTime":1599.38,"endTime":1604.03,"body":"to execute that service without"},{"speaker":"Steven Apicella","startTime":1604.03,"endTime":1607.57,"body":"the phone call and the call hold"},{"speaker":"Steven Apicella","startTime":1604.03,"endTime":1607.57,"body":"wait time and all that stuff and"},{"speaker":"Steven Apicella","startTime":1607.57,"endTime":1608.62,"body":"a manual claim process."},{"speaker":"Paul Daly","startTime":1608.66,"endTime":1611.87,"body":"I think one of the"},{"speaker":"Paul Daly","startTime":1608.66,"endTime":1611.87,"body":"most critical pieces of that is"},{"speaker":"Paul Daly","startTime":1611.87,"endTime":1615.05,"body":"the confidence that the service"},{"speaker":"Paul Daly","startTime":1611.87,"endTime":1615.05,"body":"advisor can exude because they"},{"speaker":"Paul Daly","startTime":1615.05,"endTime":1617.12,"body":"know the answer is right there."},{"speaker":"Steven Apicella","startTime":1617.3,"endTime":1620.15,"body":"And the f\u0026i"},{"speaker":"Steven Apicella","startTime":1617.3,"endTime":1620.15,"body":"manager that knows that this"},{"speaker":"Steven Apicella","startTime":1620.15,"endTime":1622.94,"body":"stuff is real, and it's not"},{"speaker":"Steven Apicella","startTime":1620.15,"endTime":1622.94,"body":"snake oil. And when he actually"},{"speaker":"Steven Apicella","startTime":1622.94,"endTime":1625.49,"body":"needs service, I'm not going to"},{"speaker":"Steven Apicella","startTime":1622.94,"endTime":1625.49,"body":"have a service advisor running"},{"speaker":"Steven Apicella","startTime":1625.49,"endTime":1628.91,"body":"in my office asking me what the"},{"speaker":"Steven Apicella","startTime":1625.49,"endTime":1628.91,"body":"hell did we sell this customer?"},{"speaker":"Steven Apicella","startTime":1628.97,"endTime":1631.55,"body":"That's right, it builds"},{"speaker":"Steven Apicella","startTime":1628.97,"endTime":1631.55,"body":"confidence with everybody,"},{"speaker":"Steven Apicella","startTime":1631.61,"endTime":1635.48,"body":"internally and externally,"},{"speaker":"Steven Apicella","startTime":1631.61,"endTime":1635.48,"body":"right. But then imagine if I can"},{"speaker":"Steven Apicella","startTime":1635.48,"endTime":1638.12,"body":"show a customer service advisor"},{"speaker":"Steven Apicella","startTime":1635.48,"endTime":1638.12,"body":"for the first time in the"},{"speaker":"Steven Apicella","startTime":1638.12,"endTime":1642.14,"body":"industry, which we do everything"},{"speaker":"Steven Apicella","startTime":1638.12,"endTime":1642.14,"body":"that customer did, by even"},{"speaker":"Steven Apicella","startTime":1642.14,"endTime":1645.23,"body":"through multiple vendors in one"},{"speaker":"Steven Apicella","startTime":1642.14,"endTime":1645.23,"body":"view, then we can uniquely and"},{"speaker":"Steven Apicella","startTime":1645.23,"endTime":1648.38,"body":"very powerfully also show both"},{"speaker":"Steven Apicella","startTime":1645.23,"endTime":1648.38,"body":"of them, everything that"},{"speaker":"Steven Apicella","startTime":1648.38,"endTime":1652.34,"body":"customer didn't buy, and give"},{"speaker":"Steven Apicella","startTime":1648.38,"endTime":1652.34,"body":"them that digital pathway. So"},{"speaker":"Steven Apicella","startTime":1652.34,"endTime":1656.87,"body":"click to purchase it. Yep, it's"},{"speaker":"Steven Apicella","startTime":1652.34,"endTime":1656.87,"body":"great. Most of these are that"},{"speaker":"Steven Apicella","startTime":1656.87,"endTime":1659.36,"body":"are occurring. One last thing is"},{"speaker":"Steven Apicella","startTime":1656.87,"endTime":1659.36,"body":"and this is what administrators"},{"speaker":"Steven Apicella","startTime":1659.36,"endTime":1664.04,"body":"should be aware of is"},{"speaker":"Steven Apicella","startTime":1659.36,"endTime":1664.04,"body":"administrators and dealers. Most"},{"speaker":"Steven Apicella","startTime":1664.04,"endTime":1666.2,"body":"of these sales that are"},{"speaker":"Steven Apicella","startTime":1664.04,"endTime":1666.2,"body":"happening after the customer"},{"speaker":"Steven Apicella","startTime":1666.2,"endTime":1670.19,"body":"leaves happened in the first"},{"speaker":"Steven Apicella","startTime":1666.2,"endTime":1670.19,"body":"couple of weeks. Customers want"},{"speaker":"Steven Apicella","startTime":1670.19,"endTime":1672.08,"body":"to protect their vehicles,"},{"speaker":"Steven Apicella","startTime":1670.19,"endTime":1672.08,"body":"they're just don't want to be"},{"speaker":"Steven Apicella","startTime":1672.08,"endTime":1674.45,"body":"forced to make a decision in"},{"speaker":"Steven Apicella","startTime":1672.08,"endTime":1674.45,"body":"their mind into it."},{"speaker":"Paul Daly","startTime":1674.6,"endTime":1675.41,"body":"Absolutely."},{"speaker":"Paul Daly","startTime":1676.8,"endTime":1681.48,"body":"Good. Look, we're out of time"},{"speaker":"Paul Daly","startTime":1676.8,"endTime":1681.48,"body":"today for the show. But I am so"},{"speaker":"Paul Daly","startTime":1681.48,"endTime":1684.57,"body":"excited to spend some time"},{"speaker":"Paul Daly","startTime":1681.48,"endTime":1684.57,"body":"together in Philly. If you're"},{"speaker":"Paul Daly","startTime":1684.57,"endTime":1688.08,"body":"just listening to the podcast,"},{"speaker":"Paul Daly","startTime":1684.57,"endTime":1688.08,"body":"I'm wearing a full on authentic"},{"speaker":"Paul Daly","startTime":1688.11,"endTime":1691.62,"body":"Eagles jersey that has a number"},{"speaker":"Paul Daly","startTime":1688.11,"endTime":1691.62,"body":"22 on it. And the back says"},{"speaker":"Paul Daly","startTime":1691.74,"endTime":1696.57,"body":"ASOTU CON. Because Steven was"},{"speaker":"Paul Daly","startTime":1691.74,"endTime":1696.57,"body":"like I think I know a gift that"},{"speaker":"Paul Daly","startTime":1696.57,"endTime":1698.46,"body":"will be appreciated. So we're"},{"speaker":"Paul Daly","startTime":1696.57,"endTime":1698.46,"body":"having the event in Philly,"},{"speaker":"Paul Daly","startTime":1698.46,"endTime":1701.1,"body":"you're going to be there in"},{"speaker":"Paul Daly","startTime":1698.46,"endTime":1701.1,"body":"person, you're going to be there"},{"speaker":"Paul Daly","startTime":1701.1,"endTime":1704.58,"body":"to answer questions and also"},{"speaker":"Paul Daly","startTime":1701.1,"endTime":1704.58,"body":"listen and learn. I can't wait"},{"speaker":"Paul Daly","startTime":1704.58,"endTime":1707.49,"body":"to hang out in person. Thank you"},{"speaker":"Paul Daly","startTime":1704.58,"endTime":1707.49,"body":"so much for contributing to this"},{"speaker":"Paul Daly","startTime":1707.49,"endTime":1709.95,"body":"community and spending some time"},{"speaker":"Paul Daly","startTime":1707.49,"endTime":1709.95,"body":"with us here today."},{"speaker":"Steven Apicella","startTime":1710.0,"endTime":1712.61,"body":"Thank you guys"},{"speaker":"Steven Apicella","startTime":1710.0,"endTime":1712.61,"body":"for creating the community. Glad"},{"speaker":"Steven Apicella","startTime":1712.61,"endTime":1713.87,"body":"glad to be a part of it. Thank"},{"speaker":"Steven Apicella","startTime":1712.61,"endTime":1713.87,"body":"you."},{"speaker":"Paul Daly","startTime":1718.88,"endTime":1721.73,"body":"The fact that he"},{"speaker":"Paul Daly","startTime":1718.88,"endTime":1721.73,"body":"started in the same industry"},{"speaker":"Paul Daly","startTime":1721.73,"endTime":1725.42,"body":"that I started in just blows my"},{"speaker":"Paul Daly","startTime":1721.73,"endTime":1725.42,"body":"mind the fact that he built a"},{"speaker":"Paul Daly","startTime":1725.42,"endTime":1729.53,"body":"PDR company, and then realize"},{"speaker":"Paul Daly","startTime":1725.42,"endTime":1729.53,"body":"the customer experience problem"},{"speaker":"Paul Daly","startTime":1729.53,"endTime":1734.27,"body":"through being a reconditioning"},{"speaker":"Paul Daly","startTime":1729.53,"endTime":1734.27,"body":"technician and decided to change"},{"speaker":"Paul Daly","startTime":1734.99,"endTime":1738.68,"body":"industries in order to help fix"},{"speaker":"Paul Daly","startTime":1734.99,"endTime":1738.68,"body":"the broader problem. I was like,"},{"speaker":"Kyle Mountsier","startTime":1738.8,"endTime":1741.2,"body":"It's my man,"},{"speaker":"Kyle Mountsier","startTime":1738.8,"endTime":1741.2,"body":"it's kind of ridiculous,"},{"speaker":"Kyle Mountsier","startTime":1741.2,"endTime":1744.53,"body":"actually, that you started a PDR"},{"speaker":"Kyle Mountsier","startTime":1741.2,"endTime":1744.53,"body":"company and recognize the"},{"speaker":"Kyle Mountsier","startTime":1744.77,"endTime":1748.1,"body":"content creation problem. He"},{"speaker":"Kyle Mountsier","startTime":1744.77,"endTime":1748.1,"body":"starts a PDR company and"},{"speaker":"Kyle Mountsier","startTime":1748.1,"endTime":1751.16,"body":"recognizes a warranty"},{"speaker":"Kyle Mountsier","startTime":1748.1,"endTime":1751.16,"body":"application problem, but they"},{"speaker":"Kyle Mountsier","startTime":1751.16,"endTime":1753.77,"body":"both serve customers."},{"speaker":"Kyle Mountsier","startTime":1751.16,"endTime":1753.77,"body":"Absolutely. You're like the same"},{"speaker":"Kyle Mountsier","startTime":1753.77,"endTime":1754.55,"body":"person. Yeah."},{"speaker":"Paul Daly","startTime":1755.69,"endTime":1756.89,"body":"I didn't tell you"},{"speaker":"Paul Daly","startTime":1755.69,"endTime":1756.89,"body":"he's my dad."},{"speaker":"Kyle Mountsier","startTime":1760.34,"endTime":1764.87,"body":"No, and not just"},{"speaker":"Kyle Mountsier","startTime":1760.34,"endTime":1764.87,"body":"that, but his care for the whole"},{"speaker":"Kyle Mountsier","startTime":1764.9,"endTime":1768.26,"body":"of the customer lifecycle is"},{"speaker":"Kyle Mountsier","startTime":1764.9,"endTime":1768.26,"body":"really important for our"},{"speaker":"Kyle Mountsier","startTime":1768.26,"endTime":1772.34,"body":"industry to pay attention to,"},{"speaker":"Kyle Mountsier","startTime":1768.26,"endTime":1772.34,"body":"because when you can go from i"},{"speaker":"Kyle Mountsier","startTime":1772.34,"endTime":1776.81,"body":"do paintless paintless dent"},{"speaker":"Kyle Mountsier","startTime":1772.34,"endTime":1776.81,"body":"repair to Whoa, look at what's"},{"speaker":"Kyle Mountsier","startTime":1776.81,"endTime":1780.95,"body":"happening across the spectrum,"},{"speaker":"Kyle Mountsier","startTime":1776.81,"endTime":1780.95,"body":"integrated partners, customer"},{"speaker":"Kyle Mountsier","startTime":1780.95,"endTime":1784.67,"body":"journeys, the way that people"},{"speaker":"Kyle Mountsier","startTime":1780.95,"endTime":1784.67,"body":"feel about our industry, that it"},{"speaker":"Kyle Mountsier","startTime":1784.67,"endTime":1788.15,"body":"all impacts and this is what I"},{"speaker":"Kyle Mountsier","startTime":1784.67,"endTime":1788.15,"body":"this is what I love is like, I"},{"speaker":"Kyle Mountsier","startTime":1788.15,"endTime":1792.23,"body":"don't care if you are a lot"},{"speaker":"Kyle Mountsier","startTime":1788.15,"endTime":1792.23,"body":"attendant or a receptionist or"},{"speaker":"Kyle Mountsier","startTime":1792.23,"endTime":1795.23,"body":"an accounting personnel or"},{"speaker":"Kyle Mountsier","startTime":1792.23,"endTime":1795.23,"body":"general manager or an owner of"},{"speaker":"Kyle Mountsier","startTime":1795.23,"endTime":1799.22,"body":"an industry partner tech"},{"speaker":"Kyle Mountsier","startTime":1795.23,"endTime":1799.22,"body":"company. Every single one of us"},{"speaker":"Kyle Mountsier","startTime":1799.34,"endTime":1804.17,"body":"is in acted by the customer"},{"speaker":"Kyle Mountsier","startTime":1799.34,"endTime":1804.17,"body":"journey in our industry. And so"},{"speaker":"Kyle Mountsier","startTime":1804.17,"endTime":1807.2,"body":"we all should be solving to"},{"speaker":"Kyle Mountsier","startTime":1804.17,"endTime":1807.2,"body":"that, even though we've got"},{"speaker":"Kyle Mountsier","startTime":1807.2,"endTime":1811.07,"body":"maybe this sliver that we're"},{"speaker":"Kyle Mountsier","startTime":1807.2,"endTime":1811.07,"body":"paying attention to that looking"},{"speaker":"Kyle Mountsier","startTime":1811.07,"endTime":1814.01,"body":"outwards and going, Oh,"},{"speaker":"Kyle Mountsier","startTime":1811.07,"endTime":1814.01,"body":"everything's connected. This"},{"speaker":"Paul Daly","startTime":1814.46,"endTime":1816.32,"body":"is without a doubt."},{"speaker":"Paul Daly","startTime":1814.46,"endTime":1816.32,"body":"Yeah,"},{"speaker":"Michael Cirillo","startTime":1816.35,"endTime":1818.66,"body":"let's not"},{"speaker":"Michael Cirillo","startTime":1816.35,"endTime":1818.66,"body":"overcomplicate it, but let's not"},{"speaker":"Michael Cirillo","startTime":1818.66,"endTime":1820.82,"body":"oversimplify it, either. You"},{"speaker":"Michael Cirillo","startTime":1818.66,"endTime":1820.82,"body":"know what I mean? Like, yeah,"},{"speaker":"Michael Cirillo","startTime":1820.88,"endTime":1823.19,"body":"and there's, and I'm not"},{"speaker":"Michael Cirillo","startTime":1820.88,"endTime":1823.19,"body":"suggesting that's what you guys"},{"speaker":"Michael Cirillo","startTime":1823.19,"endTime":1827.12,"body":"are saying. But you do see a lot"},{"speaker":"Michael Cirillo","startTime":1823.19,"endTime":1827.12,"body":"of voices out in the industry"},{"speaker":"Michael Cirillo","startTime":1827.12,"endTime":1830.51,"body":"that are like, Oh, well, all you"},{"speaker":"Michael Cirillo","startTime":1827.12,"endTime":1830.51,"body":"got to do is train your people"},{"speaker":"Michael Cirillo","startTime":1830.51,"endTime":1835.58,"body":"better, right? And, but maybe"},{"speaker":"Michael Cirillo","startTime":1830.51,"endTime":1835.58,"body":"that, you know, like, there's"},{"speaker":"Michael Cirillo","startTime":1835.58,"endTime":1839.66,"body":"just so much to unpack in that"},{"speaker":"Michael Cirillo","startTime":1835.58,"endTime":1839.66,"body":"one thing. But I love to your"},{"speaker":"Michael Cirillo","startTime":1839.66,"endTime":1844.37,"body":"point, how he's able to start"},{"speaker":"Michael Cirillo","startTime":1839.66,"endTime":1844.37,"body":"from somewhere, see the bigger"},{"speaker":"Michael Cirillo","startTime":1844.37,"endTime":1848.9,"body":"opening and move towards it. And"},{"speaker":"Michael Cirillo","startTime":1844.37,"endTime":1848.9,"body":"that just shows the scope of how"},{"speaker":"Michael Cirillo","startTime":1848.9,"endTime":1852.5,"body":"great the retail automotive"},{"speaker":"Michael Cirillo","startTime":1848.9,"endTime":1852.5,"body":"motive industry is. There is so"},{"speaker":"Michael Cirillo","startTime":1852.5,"endTime":1856.34,"body":"much opportunity here, which is"},{"speaker":"Michael Cirillo","startTime":1852.5,"endTime":1856.34,"body":"one of the reasons why it makes"},{"speaker":"Michael Cirillo","startTime":1856.64,"endTime":1860.6,"body":"I just am so passionate that the"},{"speaker":"Michael Cirillo","startTime":1856.64,"endTime":1860.6,"body":"greatest people I've ever met"},{"speaker":"Michael Cirillo","startTime":1860.78,"endTime":1864.17,"body":"are right here in this industry."},{"speaker":"Michael Cirillo","startTime":1860.78,"endTime":1864.17,"body":"And this is the greatest"},{"speaker":"Michael Cirillo","startTime":1864.17,"endTime":1865.34,"body":"industry on planet Earth."},{"speaker":"Kyle Mountsier","startTime":1865.45,"endTime":1867.31,"body":"And that starts"},{"speaker":"Kyle Mountsier","startTime":1865.45,"endTime":1867.31,"body":"the next 30 minutes of our"},{"speaker":"Kyle Mountsier","startTime":1867.31,"endTime":1870.25,"body":"podcast because we all have"},{"speaker":"Kyle Mountsier","startTime":1867.31,"endTime":1870.25,"body":"comments about that. No, I just"},{"speaker":"Kyle Mountsier","startTime":1870.73,"endTime":1874.72,"body":"wanted to man, thank you so much"},{"speaker":"Kyle Mountsier","startTime":1870.73,"endTime":1874.72,"body":"for spending some time with us"},{"speaker":"Kyle Mountsier","startTime":1874.72,"endTime":1878.2,"body":"getting to know Steven Apicella"},{"speaker":"Kyle Mountsier","startTime":1874.72,"endTime":1878.2,"body":"for Michael Cirillo, Paul Daly"},{"speaker":"Kyle Mountsier","startTime":1878.23,"endTime":1881.11,"body":"and myself. This is Auto Collabs"},{"speaker":"Kyle Mountsier","startTime":1878.23,"endTime":1881.11,"body":"and we'll see you next time."},{"speaker":"Unknown","startTime":1881.83,"endTime":1885.28,"body":"Sign up for our free"},{"speaker":"Unknown","startTime":1881.83,"endTime":1885.28,"body":"and fun to read daily email for"},{"speaker":"Unknown","startTime":1885.28,"endTime":1889.09,"body":"free shot of relevant news and"},{"speaker":"Unknown","startTime":1885.28,"endTime":1889.09,"body":"automotive, retail media and pop"},{"speaker":"Unknown","startTime":1889.09,"endTime":1894.91,"body":"culture. You can get it now at"},{"speaker":"Unknown","startTime":1889.09,"endTime":1894.91,"body":"asotu.com that's ASOTu.com If"},{"speaker":"Unknown","startTime":1894.91,"endTime":1898.21,"body":"you love this podcast, please"},{"speaker":"Unknown","startTime":1894.91,"endTime":1898.21,"body":"leave us a review and share it"},{"speaker":"Unknown","startTime":1898.21,"endTime":1901.24,"body":"with a friend. Thanks again for"},{"speaker":"Unknown","startTime":1898.21,"endTime":1901.24,"body":"listening. We'll see you next"},{"speaker":"Unknown","startTime":1901.24,"endTime":1901.45,"body":"time"}]}