Process Over Pressure: A Better Way to Buy a Car

Buying a car shouldn't feel like a battle. Yet for many people, stepping into a dealership still comes with anxiety, uncertainty, and the fear of making the wrong decision. In this episode of Changing Lanes – The Hooks Playbook, Dealer Principal Kip Hooks explores why so many customers approach the car-buying process with hesitation and what dealerships can do to create a completely different experience.

Rather than relying on pressure or sales tactics, Kip explains why transparency, clear communication, and relationship-building are the foundation of long-term success. He shares how a process-driven approach helps customers feel informed, respected, and confident throughout one of the largest financial decisions they'll make. From overcoming negative perceptions of dealerships to understanding the importance of trust, this conversation offers valuable insights for anyone shopping for a vehicle or interested in delivering a better customer experience.

If you've ever wondered what a customer-first dealership should look like, this episode provides a practical look at how putting relationships ahead of transactions benefits both customers and the businesses that serve them.

Learn more about Hooks Lincoln by visiting https://www.hookslincoln.com.

If you enjoyed this episode, be sure to follow Changing Lanes – The Hooks Playbook for more conversations on leadership, customer experience, dealership culture, and the people redefining what great automotive retail looks like. If you found this discussion valuable, please leave a rating and review to help others discover the show.

Stop by Hooks Lincoln in Fort Worth, Texas
Visit us online: www.hookslincoln.com
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Follow Kip Hooks: www.linkedin.com/in/kip-hooks-6723046a/

Podcast Directed and Produced by: www.hiredgunsagency.com

Transcript

SPEAKER_00 0:00

We focus on relationships more than transactions. We focus on advising and guiding instead of selling or any self-serving interest. And really the wants, because as I've said before, we're a want store, not a need store. From the front lines of retail automotive. This is the hooks playbook.

SPEAKER_01 0:30

Welcome to Changing Lane with Kip Hooks. Welcome back to Changing Lanes. The Hooks Playbook. Yeah, this is the podcast where we explore the people and processes and perspectives shaping the automotive experience today. Right out of the real world experience of an actual dealer, that would be Kip Hooks. More on that in just a second. Today we're diving into a topic that almost everyone can relate to why car buying feels intimidating. For a lot of people, walking into a dealership comes with stress, uncertainty, and sometimes even a sense of pressure. But does it have to feel that way? Well, that's what we're going to talk about in this episode. We're going to unpack where those feelings come from. More importantly, how the right dealership approach can completely change that experience. Joining me today, as always, is Kip Hooks, the dealer principal, the top frog. He always brings this relationship first mindset to everything he does, very much including the car buying, the car selling process. We're going to talk about how shifting from pressure to process and from transactions to relationships, which by the way, Hooks Lincoln happens to be experts at, how that can make the car buying experience feel a whole lot more comfortable and really even enjoyable. So, Kip, are you ready to get into this? I'm ready, Sean. Let's go. Awesome. Well, the first thing that I want to ask is just the obvious. Why does car buying feel so intimidating for most people?

SPEAKER_00 2:12

Well, you know, Sean, most people only buy a car every few years. So they're not real familiar with the process. And that, you know, the you you combine that with either past negative experiences or the stories they hear. You know, it's not like there's a real good reputation, if you will, out there when a lot of people talk think about buying cars. And that's where, you know, everything started with us was like, why do most people get anxious or antsy and edgy when they have to buy a car? And so we looked at the emotional line, if you will, and like, how can we get rid of anything that's below the line? And, you know, it's it it so when we looked at all those things of why people feel that way, and a lot of it's based on past experiences. A lot of it's based on their, you know, the stories that they hear and and just the overall rumors and all that. So uh, you know, those are the things we have to overcome.

SPEAKER_01 3:14

Yeah. Um I'm guessing, and I would love to hear your thoughts on this, like what negative experiences that customers will sometimes kind of bring with them?

SPEAKER_00 3:26

Oh, we hear them all the time. I heard some this morning, as a matter of fact, you know, talking about the way another dealer had done business with them. And I'm not gonna touchade, I'm not gonna uh none of that, but the stories are always there, you know, whether they they felt pressured into buying something, or if they were given an ultimatum, or if they weren't given incentives up front, which is insane, or you know, any of that stuff, playing the back and forth, the the it's just always i if people are try if if someone in the business is trying to confuse the person that they're trying to help get into a good car, they're not really looking out for their best interest. They're not much of an advocate. So, you know, they come in with these stories about how it took forever, or you know, I felt like they were taking advantage of me. All these different stories. And and it, you know, that baggage doesn't go away. Those people carry it with them, and so that's something that we try to overcome just based on doing it the right way and well, doing it our way, the way that works for us. And and we feel like that's the best way because the at the heart of what we do is relationships. And you don't really you don't take advantage of the people you're in a relationship with typically.

SPEAKER_01 4:45

Yeah. I remember when I first met you and you told me about some of the things that you wanted to do when you had the opportunity to make the decisions.

SPEAKER_00 4:53

Yeah.

SPEAKER_01 4:54

And one of those things was exactly uh what you were talking about. Instead of feeling like you ended up having to be passed around to two or more people in a regular experience, you were like, no, no, no, there's gonna be one person. One person. And we've talked about it on the podcast. You consistently have those people called out by name based on what a fantastic experience they gave people. And you can clearly tell that that's tied to relationship building. So I um I agree. Yeah, I agree.

SPEAKER_00 5:24

And those things are those make me proud when we're following that vision that we had and they were getting the feedback from customers talking about, you know, the people that go out of their way to say those those very kind things, it just means the world.

SPEAKER_01 5:39

Yeah. It's very hard actually to make people say those nice things about you. Most people are um more encouraged to lean in on a review when they want to actually start a prairie fire when they're upset, even if it's not really warranted. Uh so when people are saying these wonderful things about you, um, that's earned. And you talk about that a lot. Well, I want to ask you a little bit about the traditional dealership model, because it certainly has kind of contributed to this feeling with the consumers. In what way do you think maybe that has happened?

SPEAKER_00 6:13

Well, I mean, you talk about that old school model, and you you know, we talk about that, we think about the back in the day where you hear the really, the really bad stories. And, you know, hey, you we evolve, business evolves, our, you know, culture evolves, everything gets better. And so, you know, it often in those back in those times, I guess it really felt like a a win-lose if one side won, the other side lost. And that's that's not the way we want to do business. It should be a win-win. You know, if we help someone get what they came to get or what they want, then that's what we're going after. So, you know, we our model is more of a win-win versus the old, you know, one side's gonna win and the other side's gonna lose because it was just this back and forth and and you know, don't get me wrong, it was the way it was then. I just don't think it it doesn't go with today's culture. And and that then that's a good thing because you know, we're three go three plus generations of growing this business based on relationships and taking care of people. So uh being in a in a model like that just wouldn't work for anybody here, especially me. Especially our customers, but anyway.

SPEAKER_01 7:35

Yeah. Yeah, I we talked about this recently. Um it it was a comment actually that somebody dropped on one of the these podcast episodes of Changing Lanes. And it was somebody who has bought multiple navigators from you. I think that they were so specific that they said maybe they've bought three in the last five years. Yeah. And I don't know that they've met you yet personally. They're having this great experience that they would literally go on to your podcast and drop a comment. Man, you do it right, Kip. One of these days, maybe I'll run into you when I'm out there. That's the proof. And so when we record these episodes to help people kind of understand things that maybe they don't hear people like you, dealers, talk about, it's also backed up in the way that your uh your community and the relationships you've you've built show up in the places where I don't think that a lot of dealers are probably looking, but it certainly is there, and you can't you can't force somebody to go say something like that in the comments of a podcast, unless you're not gonna be able to.

SPEAKER_00 8:32

You can't force that. You can't be forced, and it can't it that happens, you know, naturally, and that happens as a result of someone here earning it. And when other people it it just really affirms to me that that that culture's there when I'm getting comments like that where you know this all happened and I hadn't the only piece I had in it is is setting the tone and the vision and the direction for the dealership. And so that that's that is super rewarding. And that's when I you know uh high praise to every time that we get one of those, every person that gets a a response like that. It's it's very high praise because I'm I'm so grateful for that.

SPEAKER_01 9:18

Yeah. That's that's the goal. So you you can't force that, that happens based on the way that you do business. Right. But customers do feel at times, not at hooks, but they do feel out there in the car buying process, forced into buying. I saw somebody just this uh week, uh Monday, posted about their mother had gone and bought a car when they were out of town, and it was not a great description, very much taken advantage of. And there was a lot of that forced into buying. Why do customers end up feeling forced to buy?

SPEAKER_00 9:58

Well, I think it's normally it's uh it typically is probably be gonna be coming from someone who's self-serving, you know, the high pressure tactics, the urgency and the language, like this is only good for today, or this is going away, or you know, it's it's it's those kind of messages, that kind of interaction that and that just leads to a poor experience typically. And you know, nobody wants to be put it's it especially with what we're dealing with. Nobody wants to feel like they're being pushed into doing something. Nobody's gonna do what they, you know, no one is gonna be happy doing something they weren't drawn to doing themselves. And so even if somebody were to get through with something like that, I mean that's a one-time thing. You're not gonna people are gonna are gonna have buyer's remorse. And I tell people that all the time. I don't want you to, you know, be throwing rocks at your car and darts at my picture every time you go to drive your car. Uh that's not what I want. You know, we had a deal the other day. Uh it's kind of the inverse of this. We had a customer who got a hold of me and was upset because the incentives changed. And she was taking her time to make a decision and then like made this decision on the evening of the last day of the month, and then the first day of the month, the incentives were different, better in some ways, but not really what she was looking to do. And she was upset about it. And so we were telling her, you know, we don't we don't use language. It's gonna we don't want to feel like you, we don't want to push you. We don't want to make you feel like, you know, this is a a right now thing. And she's like, well, I if I would have known, I would have done this. You know, there's no way we know. You know, they keep a lot of those things to themselves. We don't know what they're gonna announce the next day sometimes, especially when you're going over into a a new month or uh, you know, a new quarter. And and so she was grateful on one hand that we because she's bought multiple vehicles from us, and so she's grateful on one hand that we don't make her feel that way. And then on the flip side, she was like, Well, I wish I'd have known. And I was like, Well, we we will we want to tell you everything we know, but we didn't know. And so, you know, it's like, well, do you should we tell them that stuff? Well, we don't know those things. So there's nothing we did wrong. It was a circumstantial thing. And after I talked to her about saying, you know, well, what if we'd have said, hey, we got to do it now, good, I'll do it now, would you have liked that? She said, No, that's why I buy cars from you. I said, Well, that's kind of where I am. So it's gonna be cash 22, but we're gonna be sure you're taken care of. We're gonna be sure we get the deal that's right for you, and we'll make all we'll do all the you know comparisons and analysis and we'll present everything to you so you can make the right decision. But just because it's one thing that you were looking at is gone, doesn't mean you're not gonna get a better deal now. So, you know, no, but but even in situations like that, we're not gonna change who we are. We're not gonna change the way we do things because it will work out. And it doesn't have to work out right now. It's got to work out when it's right. So, you know, so we're not gonna be, you know, we're not gonna do that. Transparency is the key to what we do. We share all the information we have, but we're never gonna push for somebody to do something right now if they're not ready. You know, if they're ready, there are times when a customer is ready, you know they're ready, and they keep saying they're ready, but they just, you know, pause and pause and pause. And sometimes you're like, hey, wouldn't you really get this behind you? Like, you know what, I really would. And they move forward. Yeah.

SPEAKER_01 13:44

That is actually a great example, and I can absolutely support the fact that incentives being a guy in the car business that's been on the other side trying to sell things to guys like you. I worked for a couple of very big website providers for many, many years. And you want to know one of the things that was so frustrating is that the manufacturers, the OEMs, they would never give us the some of them you we'd have to go to a third party to get the most current incentives that were being dropped. And oftentimes we didn't have them once they were already live for for the dealers to know what's going on and for those that who are their customers. And uh maybe that's uh I don't know if that's a whole episode, but that's something that maybe we talk about in the future because that's out of your control. Yeah. But what you don't lose is capturing the control of the overall experience, making somebody comfortable with the fact that, hey, when these things happen, it doesn't change the ability still for us to make sure that this experience is still going to be great for you.

SPEAKER_00 14:56

Right. Right. That we get to control and do that. That's where we that's where we step in.

SPEAKER_01 15:02

So let's talk about that a little bit. How does hooks link in like how do you guys create that more comfortable experience for the customer?

SPEAKER_00 15:14

Well, you know, because we focus on relationships more than transactions. We focus on advising and guiding instead of selling or any self-serving interest. Um, you know, we we have to understand the needs and really the wants, because as I've said before, we're a want store, not a need store. You know, but but there are certain things within whatever they're getting, and it's whether it's sales or service, if they're buying a new car, getting their vehicle service, their needs need to be met. And they do have needs. They're here because they want to be here, but they have needs when they're here. So, you know, you you you have a a clear, understood, universal, if you will, process, a step-by-step process, but within that you have flexibility, you know, where we we have you have this latitude to work within this, but this is what you're trying to accomplish each step along the way. And it's always, you know, you listen first, answer the question that's asked, and advise, you know, and if you don't have the answer, find the answer. So it's all about i i you know, again, it's it's relationship-based instead of transaction-based.

SPEAKER_01 16:30

From your perspective, what is a process-driven versus a pressure-driven experience look like or feel like?

SPEAKER_00 16:40

Well you know, a process-driven experience is more predictable, it's more transparent, it's based around the customer because we we set that stuff up. It's not it's more proactive than it is reactive. You know what I mean? So it's it's if if we're we're following this process that's focused on with the underlying intent of the experience versus a pressure-driven uh approach is more rushed. It's more reactive, and then if you're not if more than likely if it's a reactive situation and a pre that's when pressure starts coming in because of uh they don't know what the next step is, the uncertainty, the lack of clarity, you know, and and so it turns into a hey, push, push, push. Let's let's find the end. If we find a shortcut, you know, whatever we have to do, and that's that's when pressure comes in, and that's that's not the ideal way of doing it.

SPEAKER_01 17:43

Well, let's talk a little bit about the like the financial weight. How does that impact customers?

SPEAKER_00 17:53

Well, um it's a huge purchase, right? It's you know, we always hear it's the second biggest purchase they'll make, second to a house, but um there's also the fear of making the wrong decision or overpaying or leaving money on the table, as some some say. And anything like that is gonna naturally just start amping up the tension and the stress, the anxiety, then when then those really are I use noise and distract, I use noise, the word noise around here, you know, that causes noise, whether you use noise or walls or whatever, it's getting in the way of building a relationship. And if it's getting in the way of that, then it's getting in the way of listening, answering what's asked, advising, you know, the way that needs to be advised with the customer's desires and and the customer experience at the forefront of what we're doing. So, you know, we try to do everything we to kind of abate that that tension, you know, and nothing's cheap these days. I mean, it's a big purchase. So we want to be sure that we're being transparent, we're being educational, we're telling people what needs to happen and and helping them make a decision.

SPEAKER_01 19:14

And when you're doing that, how what are some of the things that you do to try to help the customer feel maybe more confidence with the finance side of this equation?

SPEAKER_00 19:24

Well, again, like I was saying, I mean, it comes down to you know transparency and and and clarity and just breaking down here's the price, here's finance, here's your options, the trade values, the, you know, everything that comes into the whole thing. This is what it is, and this is why, and we and the education is there, you know, to to explain why this is what it is. And so we just kind of and and we don't wait for things to come up. So, you know, there's we try to address everything that's there so there's no surprises for either side. So, you know, here's you don't forget to say something, and the customer says, Well, what about that? Oh, yeah, sorry, I'm you know, it's like here's what it is. We want to, we want to tell somebody, a customer, before they have to ask, so that they have everything they need to make the decision that they're here to make.

SPEAKER_01 20:18

Mm-hmm.

SPEAKER_00 20:19

With confidence.

SPEAKER_01 20:22

Yeah, that's that's the way I think everybody wants to buy cars. It certainly helps people feel a lot more comfortable in the process. I feel like I already know the answer to this, but um I love asking you because I know how much you like talk about transparency because it's such a foundational part of what you do. But uh I'll ask again, like to you, like how important is transparency, especially in this particular conversation?

SPEAKER_00 20:47

Well, it's everything. I mean this is a sizable transaction. There's no denying that. And who is going to feel comfortable if they feel like one side is trying to hide the ball and trying to, you know, get away with something? That's that's not that I mean, again, experience, relationships, that's that's our that's the core of what we do. And and transparency is a n s is imperative to achieving that. So the necessity of transparency in what we're doing when we're with our clients is imperative to the goal of the dealership, which is to build relationships and provide an excellent customer experience.

SPEAKER_01 21:30

Mm-hmm. Yeah. How are you going to get uh trust without it?

SPEAKER_00 21:35

Right.

SPEAKER_01 21:37

Yeah. And one of the things I love about conversations with you is because you you articulate the things that are so important for the, you know, not just any car buyer, but like all car buyers care about these things. And all dealers should care about them the way you do because you know the value of somebody over the lifetime of them buying vehicles, servicing vehicles. You don't want that. You want them to have an experience with hooks and have this transparency, and we're gonna share all these insights and you're gonna feel the culture of why we do it the way we do, and that's gonna make somebody say, Why would I want to go and buy or service a vehicle anywhere but hooks?

SPEAKER_00 22:17

Yeah, you know, that's the heart of what we do, that's why we do it. You know, we we'll everything will work out if we're taking care of our customers. And so if we're building those relationships, and yes, we want them coming back over and over, and it's but that's that's the a sign of success. When we have repeat buyers who come back for their vehicles and for their service repeatedly, you know, that is that's the sign of success. That's where you realize, hey, what we're doing is working. And because yes, they're coming back, but they're coming back. Why? They're coming back because they're happy, they're satisfied, they have a relationship with us and they're comfortable with us. So we've established the trust, the relationship, you know, all those things that we've that that are at the core of what we do, that's the underlying intention, then we're succeeding there. So if we're providing that, then we're doing what we're supposed to be doing. And so many things are out of our hands, but we believe that doing that is going to drive loyalty and and re and build those relationships. And that's where that's our goal, is to build those relationships and take care of more and more people. I've said it over and over. You how do you take care of one person the right way, whether it's when they're getting a new Lincoln or having their vehicle serviced, how do you do it right and do that over and over and over? Not how do you do this many in a day, how do you do this one and then repeat it throughout the day or through the month or whatever. So it's a perpetual kind of deal. That's that's ever changing.

SPEAKER_01 24:02

I love that philosophy. Can you share an example of relationship building changing the experience for the customer?

SPEAKER_00 24:11

Oh, well, yeah, we have a lot of time. Of course. I mean, we have customers come in that are, you know, nervous or worried about how long it's gonna take or you know, real guarded, and they leave saying that this was the best car buying experience they've had. And and I say that humbly and and modestly, but it's my it's the team who are getting it done. You know, it's all of us. We're all on the team, but you know, it's not just one person, it's the entire team that gets it done. And and so when I see that where it's like, oh, it's the best best experience I've ever had, you know, that's when you know that this vision, this this intention of of building relationships and the relationship is is over the transaction, that's when you know you're doing things right. And you're really that culture is is really set in and and we know that we're we're going in the right direction because we're taking care of our customers. And you know, reviews are a reaction, they're a response. You earn your good or bad review before those words are ever thought of, let alone typed or said. So when they are, we know that we've done we've done well. And if if it's not, then we want to learn from it, make it right, and do better in the future. But whatever we do, whether it's good or bad, we're always looking to learn from it and get better from it.

SPEAKER_01 25:41

We talked about this a little bit, but from your perspective. Why do you think the dealer-customer relationship is so important long term?

SPEAKER_00 25:48

Well, because it's it's it's a cycle. I mean, it starts with it could start with a with them getting a new Lincoln or it could start in our service center. And and whether it's customer service or you know, a delivery of a new Lincoln, there's never an end to the process. There's never an end. It doesn't end at this at the at when they drive away with their new Lincoln. It doesn't end when they get their vehicle taken care of in service. It it's a perpetual thing. And and it, you know, it it leads to you know, future relationship, whether it's a new purchase or uh a service during the ownership cycle or referral, you know, and again, it it all comes down to trust and consistency over time, you know, it's just doing that for the right reason, which is our intention, is again the relationships and and taking care of that customer experience.

SPEAKER_01 26:46

Yeah. Well, here's uh here's some advice that you can give to the audience. How how would you advise uh customers uh when it comes to identifying a relationship-focused dealership like yours?

SPEAKER_00 27:01

Well, again, like listen to everything we've been saying so far, but again, it's this seems repetitive, but you know, are they being transparent? Are they being patient? Are they listening to you? Are they responding? Are they answering the questions you asked? Are they predicting some of the questions that you might ask? You know, is the is the conversation about what you want or is it about what someone else wants? Because if it's a one-sided conversation, you'll they're gonna feel the difference pretty quickly and they're gonna know that you know it's not gonna feel right. You know, if you feel like somebody's trying to get over on you, regardless of what they're buying, if it's a car or refrigerator or you know, anything, if somebody feels like you're trying to get over on them, then most people are gonna back away from that. But even if they don't back away, they're not gonna have a good experience and they may regret it down the road. But, you know, I think those things when you look at then you look at the the character of the person that you're dealing with, and again, transparency, patience, listening, and grace goes a long way.

SPEAKER_01 28:14

So the person who's nervous, they're maybe they're in market right now, and there's all kinds of conditions right now within the marketplace for a car shopper. What advice would you give someone who's in that process and they're nervous about buying that next car?

SPEAKER_00 28:31

Um the first advice I would give them is come see us. But no, you know, take your time, ask questions, you know, talk to somebody who treats you like you're you're the important person. Like it's not it's not just a transaction to them that they're trying to listen and and help you get what you want and help you establish or or or follow your path, you know, not take you off, you know, if you're here to get a new vehicle or a used vehicle or whatever it is, you know, if if we go down, if you go down one road, I'm not saying you can't switch, you know, but don't out of the gate say, well, I I came to get this blah, blah, blah. No, I don't think you want that. Well, you want to look at this. We got this over here. This is that well, that's not what I want. I mean, you know, people always want a good deal, but you can't buy a price, right? If you get the best price on this vehicle over here that's, you know, this god-awful color that nobody has ever wanted in their lives, well, is it worth paying a cheaper price for that? No, I don't want that. So it's not just the price, it's it's what you want. So be sure you're talking to somebody who's looking out for your wants, your needs, what's important to you, and helping you establish the goals that you set out to do, whether it's buying a car, getting service on a vehicle, or you know, just answering some general questions, you know, and and if it's not if you say you're gonna do it today and they're uh or tomorrow rather, and they're trying to push you to do it today, why? That maybe there's a good reason why. I don't know, but it's so situational. But if if the core of the conversation is about what's best for you as the client, then you're there. And that should be built, that should be somebody who's wanting to build a relationship with you and listen. If you're not, then uh and if you're not here, you come see me.

SPEAKER_01 30:41

Yeah, absolutely go see you. That's uh that's a given, I think. Um I was so tempted to actually name some of the colors that uh I would absolutely like no, those are that's no one's ever wanted that. I literally in my own neighborhood saw a car that was, I mean, hot, blazing like neon pink, uh just this morning. And I know a lot of people love color pink. I that car you could see coming from miles away. And I guess if that's your thing, but that's I don't know if you ever sold a pink Lincoln.

SPEAKER_00 31:19

Uh you know, I can't say that I recall that, but again, that's kind of why I didn't throw pick colors on it, because you know, some that everybody's got something. It's not my car. It's you know, so if we've hey, sometimes that that situation works out. We have this hot pink car over here that nobody's wanted to buy yet, and here's one that meets your price. Oh my god, I love pink, and it's a perfect situation. But they would have had to listen first, right? To know that, hey, does it work out that way? You know, that works out one way, or it's like, well, I love pink. Oh my god, you love pink. I this deal is gonna work out perfect for you. I got this hot pink. So, you know, again, it's those relationships, you know, don't fall into a great situation. Do it intentionally.

SPEAKER_01 32:03

When are you gonna get convinced Lincoln to actually bring out a really deep, almost like a midnight purple?

SPEAKER_00 32:10

We had this purple years ago, and it uh it, you know, as much as I love purple, I don't know if purple paint on a car is necessarily gonna be a hot seller, you know, especially purple inside. But I could go for a deep purple with a little metallic. If I could get an old like classic Lincoln, I would paint it a deep purple with some metallic in it. And then uh yeah, yeah, that'd be cool. One of these days, maybe, but uh, I don't see that happening anytime soon.

SPEAKER_01 32:42

Yeah. Well, audience, as we wrap up today's episode, I think there's something pretty clear. Car buying doesn't have to be intimidating. It certainly isn't at hooks Lincoln in Fort Worth, Texas. It's absolutely worth your drive. It's worth a flight, actually. You could call Kip and say, hey, I want to buy from you and I'm gonna fly in to do it. I seriously would tell you you should absolutely explore that process because who you do business with it really does matter. And it will change the way you feel about car buying when you have somebody who is focusing on relationship and they care about that more than just the transaction. So when the process is transparent, as Kip has literally built into the fabric of how he does business, when the pressure is removed, when there's a genuine relationship between you and the dealership, everything changes. Kip is always always appreciate this time. I appreciate you sharing your perspective because you're a real one doing it every single day, and you're making this a better process for people, a more comfortable experience for your customers. And they literally show up all over the place and write comments and reviews that back that up. They say it for you. You don't even have to say it, but I'm glad that you share. To the listeners, to the viewers, if you've ever felt overwhelmed by buying a car, hopefully this conversation gave you a new way to think about the process, maybe gave you another dealership that you could say, hmm, maybe I need to call them, get a conversation started that turns into a relationship down there. Uh certainly a lot of helpful stuff, a lot of good insights dropped by Kip today. If you enjoyed the episode, be sure to subscribe to Changing Lands on YouTube if you're there. Share it with somebody that needs to know this, share it with somebody who's in the market for a vehicle. And stay tuned because we'll be having more conversations just like this. Thanks for listening, and we'll see you next time. Take care, buddy.