Breaking Down the 170% Month-Over-Month Growth of the Massachusetts Based Angel’s Touch Auto Body (The Christina Nemes Story)

Audio Transcription

Speaker 1:
Now for the listeners out there who are not you, um, who are still listening to the podcast and have never reached out to us, you said you’ve listened basically faithfully for eight months, I believe, before you reached out to us. And you’ve grown by how much this year again, as a percentage,

Christina Nemes:
70% last year from 18 to 19, and then this month we were up our, I’m sorry, January, we’re up 170% compared to January of 2019. You might want to repeat that you said for January 170% of January compared to last January. Wow. But he needs a coach. I feel like in everybody can improve and a lot of ways, especially business, um, and should be coached by someone that has proven track record of building successful businesses and then therefore coaching that full businesses. Um, and there’s many things that I just can’t or couldn’t or didn’t know how to do. And now we have you to do it for us where I’ve learned from you and now I do it. And it just grows your presence exponentially. Want to have a successful business. Uh, most people don’t go and go to business school. Most people don’t. You’re not born knowing exactly how to run every aspect of the business. We have some strengths of our own and there’s other areas of lacks. But you need to have someone there to mentor you in the areas that you’re black. And that’s what you guys are there for. Yep.

Speaker 3:
Ready to enter the thrive time show? [inaudible]

Speaker 4:
from the bottom. Now we’re on the top time you the systems to get what we got. Convictions on the hooks are pretend the books will seize, bringing some wisdom and the look as the father of five. That’s why I’m a dive. So if you see my woman kids, please tell them how to see and see upon your brain. Oh, and now three, two, one. Here we go. Yes, yes, yes and yes. Christina Nemus, welcome to the thrive time show.

Speaker 1:
How are you ma’am?

Christina Nemes:
Good morning. I’m great. How are you?

Speaker 1:
I am excited to have you on the show. Are you having a great weekend thus far?

Christina Nemes:
Yes I am. It’s been really good.

Speaker 1:
So for the listener,

Christina Nemes:
uh, busy but a little relaxing, so it’s been good.

Speaker 1:
So for the listeners out there that aren’t super familiar with you and what you do, can you share what the name of your company is and where you are located?

Christina Nemes:
Yep. So our business is angel touch, auto body and detailing and we are in borne mass or as a lot of people know Cape Cod,

Speaker 1:
Cape Cod. Okay. And so what is the website, cause all of our listeners love to visit websites while they listen to guests. I’d like to kind of visit your website and check it out. What is your website?

Christina Nemes:
Yep. Cape Cod auto body and detailing.com.

Speaker 1:
Okay. And how did you originally come in contact with it to come in contact with us?

Christina Nemes:
So I found podcasts and I started looking into it religiously, you know, every and probably for about six months, eight months. I listened to it before I pulled the trigger and decided, you know what, I really want to, I like what I hear. I like what I’m hearing from his testimonials with clients I’ve worked with and I want to take my business to the next level.

Speaker 1:
What would I wanted to accomplish today was we, we have, we have so many listeners out there from coast to coast who are, who are kind of stuck with their business, uh, their, their, their businesses in a spot where for whatever reason they just can’t seem to grow it and they’ve been stuck there for years. Uh, and in many cases some people just, they, they’ve been stuck. It’s become their, their new normal. Can you, um, encourage the listeners, how much have you been able to grow in this past year working with the coaching program?

Christina Nemes:
Okay, so we grew last year, 70% a year previously. And now this year, last month we were up 170% from last January. So from January, 2019, this January, 2020, we were up 170%. And this month we are on track to meet our sales by the 15th of this month from last February.

Speaker 1:
So you are, you are off to the races. I mean you are really, really doing well. I want to go in a linear path. If I can, um, step by steps the listeners can hear about how we’ve been able to work together because you have to do work. We have to do work. Um, Brett, do you remember we first started working with your chiropractor? How many years ago was that? We first started working with the dr breck.com website in your company. Uh, two years ago. Two years ago. And so let’s, we’ll, we’ll go down this path and I’m sure it’ll sound familiar with you, but first off, the branding. Um, a lot of times we, when we work with a client, their website, um, does it rank in Google? It doesn’t, uh, you can’t find it. Um, Christina, how was your website when we first found you? It was your website already coming up top in Google or did we have to help you with that or just kind of share with the listeners what we did with your website?

Christina Nemes:
It was not, um, my, our website was terrible. The people that we had built it. It was just too much money and we couldn’t get in contact with them and it was super difficult just to get anything changed. Um, so you guys jumped right in. We built a beautiful website. It ranks number one no matter what, uh, and we keep adding all this new content to it and you know, uh, we just added a button so they can check all our reviews right from our website and we have some new ideas coming down the pipeline that’s really going to help our customers and us the more sales leads.

Speaker 1:
That is awesome. Now again, for anybody out there who’s never been to your website before, what is your domain

Christina Nemes:
and is Capon autobody and detailing.com

Speaker 1:
Cape Cod auto body and detailing.com. Um, dr Breck was the story similar with you? Tell it, tell the listeners out there your story. Yeah, so my latest version of the website before working with you guys was done by a friend. Um, nice guy, great guy, did a decent job at it.

Speaker 5:
Still lacked a certain professionalism though. And, uh, so the photography on there was not as slick or as clean as it could have been. The content wasn’t. Uh, and it definitely did not follow all the rules as far as canonical compliance. Um, the layout needing to be, you know, what it, what it is and, um, we, you couldn’t have found me to save your life. Um, even if you type my name indirectly, I’m pretty positive that you would not have found me.

Speaker 1:
But your website now for the listeners who want to check it out, right, it’s dr breck.com

Speaker 5:
breck.com you’re a chiropractor. I’m a chiropractor here in Tulsa, Oklahoma and uh, yeah, I mean I’m in a competitive space so we just continue to climb. But uh, we created this website two years ago, uh, from nothing. And um, now, uh, it’s uh, climbing, continuing to climb, you know, day after day it’s getting higher and higher ranking. Do you get business dr Breck from your website? I do, yeah. We get leads everyday from it. We didn’t use to get any, none. Zero.

Speaker 1:
Christina, do you get leads from your website as well or not so much?

Christina Nemes:
Yup. Everyday I used to back before he’d be like, man, why aren’t we getting any emails cause no one can find us. So now we’re getting emails every day.

Speaker 1:
Huh. Unbelievable. That, that doesn’t make a point. Okay. So I want to ask, I’m looking at your website now, Cape Cod auto body and detailing.com. I’m clicking on the, about us button right now by clicking on the about us button. There’s a video up there that kind of shares your story. Um, you’ve been in business for, it looks like for a long time. Like you haven’t, this isn’t a startup thing. How long were you in business, uh, before you, you reached out to us?

Christina Nemes:
Um, so we were in business for about nine, almost 10 years. Um, but we had a previous partner and things just weren’t being run correctly. We actually sold out of the business really? And then yes. So he, uh, bought us out and about three years later he wanted to sell it to a competitor in the area and we said absolutely not. So my husband and I and my brother, we did anything we could to make sure that we could seal the deal, get the business back and we’ve had nothing but exponential growth since then. You know, our previous partner was kind of like keep it small, you know, keep it all where we want to just go for the moon. We want to skyrocket this thing.

Speaker 1:
So, um, again, I want to make sure I can unpack all this because we have listeners right now who are hearing certain things and I know they have questions they want to ask. So one of the questions I know our listeners would want to ask is you said you’d been listening to our show for I think nine months or eight months before you reached out to us. Is that correct?

Christina Nemes:
Yes.

Speaker 1:
What kept you from reaching out? Because I know for me personally, whenever I hear something that sounds too good to be true, I or, or unbelievable, I just don’t believe it until I have facts. What was keeping you from reaching out to us?

Christina Nemes:
Um, you know, it was just fear of change, you know, just I guess just not being confident in maybe our business couldn’t be helped. It’s a lot of things we just were unsure. Um, but we’re just like, you know what, we can’t stay stagnant. We can’t just, you know, continue doing what we’re doing. We’re doing well, but I want to do better. We want to be better, we want to be the best in the area and we can’t do that without some help. So that’s when we decided to pull the trigger.

Speaker 1:
Now, okay, so your, your business has had massive growth, but um, it wouldn’t work unless you did the work. So as we were building the website for you and helping you with the branding and that kind of thing, um, we asked you, we, we tasked you with getting reviews from your happy clients. We said it is imperative for your success and it relates to the Google algorithm. Cause Jason, you know, this are four variables that impact your rank in Google. True variable number one is your website has to be canonically compliant. So we did that for you. It has to be mobile compliant. We did that for you and we have to add original content, which you did and we’ve done with you. And then the fourth is you have to have the most reviews, the most reviews, and the most content. Um, was it hard for you to gather reviews because you have so many happy customers, but was it hard for you to pick up the phone or humbling for you to pick up the phone and call clients who are former clients and ask them for reviews or what was the process like for getting those reviews?

Christina Nemes:
So in the beginning it was definitely different because we weren’t used to it. You know, randomly we would get a review and be like, yay, we done a review. But we never actively looked for them. So it was definitely a change. Um, it’s something we had to implement in our daily tasks. You know, when the customer would come in, we check them out and then we would ask them, Kay, if you don’t mind, would you give us review? Or another one that we could do is, you know, we had this little placard made and ask us how to get $10 off. We did something like that, you know, so it kind of initiates them. They’re happy with our service, they love us, they’ve been coming to us for years. Why not get a little discount and also help us with a review. We also call a lot of our customers after a couple of weeks of, you know, after two weeks we have a little thing on our computer, Hey, this customer’s been here two weeks ago. We either reach out with an email or a phone call depending on our relationship with the customer. And this took time to get used to, but now it just kind of a well oiled machine and we just continue to get, you know, reviews weekly. Um, and I think we’re up to 140 right now. And when we started, I think we only had about 2320, something like that.

Speaker 1:
Now we have a listener out there by the name of dr Whitlock, who I’m sure is going to hear this, but dr Whitlock is a cosmetic surgeon. And so if anybody does a search for Tulsa cosmetic surgery right now, I’ll pull it up right now. If you do a search for Tulsa cosmetic surgery, dr Whitlock is now the highest rated cosmetic surgeon in all of the Midwest. Um, but previous to working with him, he had almost no reviews at all. And so he said, clay, can your team just get them for me? So we have literally called thousands of former clients to ask them for reviews. And today he now has 334 objective reviews. In your case, you went out there and got the reviews yourself, yourself. But either way, somebody’s got to get those Google reviews. Now, once you get the Google reviews, and once you get the website, we’re starting to get in a good spot. I’m Nathan with complete carpet. Um, you sir, your company. Can you see Nathan, will you share with the listeners what is your, what is your domain?

Speaker 6:
It is complete carpet, tulsa.com complete carpet, tulsa.com that is correct. Yes.

Speaker 1:
Okay. And we went through the exact same process, exact same path with you. How have you been able to get reviews because you’ve gotten a lot of reviews and again, I’m trying to help somebody out there that is stuck today. How have you been out there to get, how have you gone out there into the marketplace and gathered those objective reviews?

Speaker 6:
Step one to getting a good review is to do a really good job. If you do a great job, you wow the customer to start with this just didn’t do a good job. Start off with a good job. Cause there’s a lot of, I’ve had run into a lot of guys who don’t want to get reviews and you know why they don’t want to get reviews because they don’t want to hear it. They don’t want to hear the feedback. They don’t want to hear the feedback. That is exactly right. So you’ve got to start off with a great process and naturally we go through what we call a hundred point system. And so we think that everything we do in our business is worth about five points. And you do little things. A great answering phone do. You do a great job on the service, you call them before you show up, you show up and do a good job. And then at the end the ask is really easy because now you’ve created a favor bank with them and they want to reciprocate with you.

Speaker 1:
Okay? So I’m walking the listeners through the steps here. Step one, make sure your website looks great. Okay. If you, if you have a web guy, let’s make sure it looks great. You can hire us or have your web guy do it. Christina, when you said you had a guy that charged a lot of money, did they charge you per change or per hour or per, how would, how did the pricing work for the other web guy?

Christina Nemes:
Uh, it was usually per change and it was a crazy amount every single month and I could never get ahold of them. Our website was subpar. It looks kind of cheesy. I mean, it was better than having better than nothing, but it was just ridiculous.

Speaker 1:
And can you throw out some numbers at all because there’s somebody out there, I know I will not mention the name of the company because I just recently found out that the guy who I’m going to talk about in just a second listens to our show all the time. Good. So, but this guy used to charge me seriously every time I wanted to do a brand, about 20 grand for the website, the logo, and he knew I couldn’t pay it. So he kept doing it. And then per change, it was like 150 bucks per change. And he never knew the passwords and he was never in town. He was always traveling. You guys coming back from someplace on the way of carpal tunnel? I mean, serious. He was always on the way to someplace on the way back from someplace. Um, Christy, how much money were you paying per change?

Christina Nemes:
Um, it was hundreds, honestly. Probably double what, you know, yearly. Probably double what we pay now.

Speaker 1:
That’s unbelievable. So again, if you’re out there, I wanna make sure you get this idea. If you hire us to coach you, your website’s yours. So on a month to month basis, we’ll make changes, we make weekly changes, unlimited changes, it’s all included. Bam. We also create, you also want to create, so again, step one, create a worldclass website that that is canonical, that is canonically compliant. Step two, get those reviews, gather those objective reviews and to get Jason to, do other clients typically struggle with gathering

Speaker 5:
reviews or is this easy for most people? Um, I would say when it comes to like when the, when they first joined the coaching program, they, if they listen to the podcast, they’re familiar and they may have tried it out themselves. But then when you walk them through, like I always give them the elephant in the room. Example, if I’m at the front desk or the Whitlock example, if you’re calling people back and you know about the first two weeks or so, it can get a little tough. But then once they finally get those yeses and they get in the flow and they stop fearing the ask, then it works out. Okay. So step one, create a worldclass website. Alright, step did this, that is canonically compliant. Step two, gather objective reviews on Google. All right? There’s two ways to do that. Either you can do quality control calls like Christina does.

Speaker 5:
You ask people for reviews right there, or you could hire, you could hire our team to get those reviews. Either way, I don’t care, just get the reviews. Dr Breck you got a hot tech. Well, I just, for me, I just didn’t realize how important getting Google reviews really was. And so like Christina, I mean organically, we had gotten maybe 15 over the course of 15 years nearly. And uh, so I mean, part of it was just the, uh, the real importance of actually making that ask, you know, and just, um, just starting there where we hadn’t asked before. And so, you know, we were already doing the great service and then we just had to, uh, you know, ask our patients to, uh, go online and actually tell the world about it and they were happy to do so. So I think for a lot of business owners, if that’s part of your fear, um, you know, your longterm clients, the people that you’ve been servicing for a long time, um, they’re more than happy to, uh, tell the world about it. You just have to kind of point them in the right direction and, and they’re happy to take off from there. Kind of give them the Bullhorn and let them run. Christina, did you feel the same way? Did you think maybe people wouldn’t want to leave your reviews or maybe they didn’t matter as much as they matter or what were your initial thoughts about reviews?

Christina Nemes:
Uh, no, actually, you know it at first it’s just a little awkward asking. You’ve never had that fear because we always put customers first. We have a phenomenal customer service. Um, that’s always the number one thing that we hear on our reviews is how great our customer service is. We always put them first. So that really wasn’t a fear. We knew that we could get them. We know we have raving fans. You know, we’ve been dealing with the public for many, many years now. So it was actually, once you get past the whole asking part, then you’re fine because you trust your service, you trust your, you know, what you do for your customers. So after that it’s, it’s just easy. If you are always putting the customer first customer service as number one, that’s always, it’s always going to be easy because you’re always going to have happy customers to ask. Now you know, like, um, the carpentry company said, you know, if you are doing terrible service and you’re not taking care of your customers, you’re going to be scared to ask, right? You don’t really want to hear what that has to say. So that’s number one. Customer first customer service number one. And then it’s kind of easy after that because you know they’re going to be happy and they’re going to want to leave your review.

Speaker 5:
Where did you go to high school?

Christina Nemes:
I went to opera tech.

Speaker 5:
Okay. And did, did, did, did, did you, did you go to a prom as a senior or junior?

Christina Nemes:
No, I didn’t.

Speaker 5:
You didn’t go to prom? Oh no.

Speaker 1:
Are you not into prom? Was that not your thing?

Christina Nemes:
No, it was my thing. I was just one of those, you know, um, teenagers that was, you know, not into that stuff. So

Speaker 1:
are you currently married? Yes, I am. Yep. And so what did your husband, how did you meet your husband? Can you share that? How’d you guys meet?

Christina Nemes:
Yeah, so I was actually a manager of a Dunkin donuts, so I manage a very busy one in our area, which is actually right up the street from our shop. Now,

Speaker 1:
just so we’re clear, just so we’re clear, every business in the Boston area, every business is either somehow an apparel shop that sells Patriots gear or it is your business or it is a Dunkin donuts. Those are the three drivers of the economy up there. I mean, just explain to listeners out there how many Dunkin donuts are up there and in the Northeast

Christina Nemes:
there’s literally one on every corner,

Speaker 1:
like a quick trip. Okay. So sorry.

Christina Nemes:
The manager there and he’s the com there for coffee every day and we’ve just started chit chat and then getting to know each other. And then before you know it, you know, 10 years later we’re married, kids, businesses, all that good.

Speaker 1:
Did he ask you out? Did he ask you how did, how did, how did that happen?

Christina Nemes:
Yes, he did. He always jokes around that he wrote in on, on his, uh, you know, Knight in shining armor through the drive through and grab me out of there and we rode off into the sunset.

Speaker 1:
Do you remember that? That’s our love story. Do you remember, did he ask you at work? He’s like, Hey, do you want to go to Dunkin donuts? You know, after we, we’ve worked at Dunkin donuts or how did he ask you? I want to know what was it, what was his move?

Christina Nemes:
Um, I don’t really remember honestly his mood, but I said, yeah, so that’s all that matters.

Speaker 1:
Well, let me, let me just, I just want to share this with the listeners because this is important. There’s some listener out there, a guy out there who could probably, we can probably relate to this. It’s a school dance and you’ve got two songs left at the school dance and you want to ask her on the date or on the dance floor, you want to ask her? And then the DJ hops in the my consent.

Speaker 7:
Ladies and gentlemen, this next song goes out to all the couples up there, all the couples of your, if you’re a guy out there and you’re thinking about asking that lady to dance with you on the dance floor, coming up to the dance floor at this time. And once again, folks, your parents will be picking you up and approximately five minutes. So once again, we turn on the gym naseum lights and the parents will pick you up

Speaker 1:
in the next five minutes. And so because you’re nervous, you don’t ask, and that’s how you feel about reviews, right? Christina, I mean you, you kinda, you want to ask, but you don’t want to, you’ve never asked before. And I know a lot of guys were hesitant to ask the girl onto the dance floor. A lot of guys are hesitant to ask for reviews. Isn’t it the same kind of feeling that rejection, we just don’t want that rejection. It’s the same feeling. But you would not be married with now your, your kids up there if a, the man with a plan had not asked you, uh, for, for the, you know, to, to go on the date. Right? You’re right. You’re absolutely right. Had you noticed that he was buying a lot of donuts, like an extraordinary amount of doughnuts? Yeah, he drank like 20 coffees a day. Now. Nice guy. I want to ask you this. Did you, did you the content every month on your website or did we do that for you?

Christina Nemes:
You guys did that? So I wrote the content for the pages services that we offered, things like that. But the content that gets us, you know, number one on Google. Yes, you guys did that for me, which is amazing cause there’s just no way that I would have time to do that.

Speaker 1:
Now I want to get a Steve Currington on the micro quick. Uh, Steve, we’ve got Christina on the phone here from the Boston area and uh, Steve is the mortgage guy. I’m sure you’ve heard on the show from time to time. And Steve is the only client I have ever had who was willing to do the following thing. So Steve, I told you to get top in Google, step one, we’ve got to build this canonically compliant website. Step two, you got to gather objective reviews. Now step three, and this is the part where every client says, Oh, I’m tapping out. Steve says, I said, Steve, you have to have the most content, the most original, relevant content of anybody in your industry, right? And Steve, you had partners who were unwilling to pay for our team to write the content, right? And so you said, I gotta do it.

Speaker 1:
How do I do it? And I said, well, you’ve got to record, and I’m not exaggerating, it was something like 200 podcasts that were, how long in length? I mean probably 20 minutes, 20 minutes each. Do you remember that, that, that moment of your life? It was a lot of moments and it sucked really, really bad. Christina, your, your method and how you would do it because it was, it was soul sucking, watching you drag dead bodies in with you each morning to record because no one wanted to record with you, but you did it to explain to Christina how you did it. Well, Tyler worked for me at the time, so I made him do it with me at 6:00 AM. And um, he was admittedly one of those people love you for out there, Tyler. But he’s one of those people that he does not listen to this shit is he claims to not be a morning person.

Speaker 1:
So he’s one of, he’s a big yawner. So luckily clay and his team made a bunch of sound for me that I told Tyler every time he yawned, I was going to play the, uh, wake up Tyler Tyler wake up. That was the sound effect. And every week we just had to fight through it. And then once we got top of Google, I said, I’m out. But now when you type in Tulsa mortgages, you come up on the, on the homepage, you have the most reviews, the most contents. Let me go back to Christina to your story. Um, step three again is writing that content. Step four, now it’s time to advertise. And I would not encourage anybody out there to advertise at all unless you have the most reviews in your market or at least a lot of reviews because 90% of consumers read reviews before visiting a business. So do as far as advertising, tell the listeners out there what role we’ve had in helping you with your advertising.

Christina Nemes:
Oh my gosh, yes. So before my, my ads would get, I did the advertising before on Google. Um, just unbeknownst to me that, you know, if your website is not performing properly, obviously your ads are performing properly and I’m basically throwing my money into the wind. Um, so now with you guys doing it for us and with the top, you know, website that we have, it’s just been a game changer. We’ve seen significant amount of leads compared to before. I don’t feel like I’m wasting my money. I know what’s actually getting sent directly to ads to my customers. So yeah, it’s been huge, honestly. And I also don’t have time for that. I don’t have time to be checking in on it and creating new ad words and there’s just no, there’s not enough time in the day and I need to focus on what I’m good at and that’s not what I’m good at. It’s what you guys are good at. So it’s really nice to know that you’re just taking the reins for that.

Speaker 1:
Now here’s, here’s a, here’s a true story. I spent almost an entire day in a room by myself trying to sound like a Bostonian bulldog. Now the problem is one, I’ve never heard a bulldog talk. So I recorded it. I felt good about it. Then I played it back and I thought this is terrible. And I kept doing this for an hour. I’m not kidding for it. I probably spent five hours, maybe four and a half hours pretending to be a bulldog trying to tap into my inner bulldog. But understanding that a bulldog can’t talk cause I’m upstairs telling the the wife and kids, they said, what are you doing down there? Instead? I’m trying to sound like a bulldog, but I just keep missing the Mark. And it’s like, well how are you missing the Mark Bulldogs? Don’t talk. It sounds good enough to me. And I was trying to sound like I was telling a Bostonian, a bulldog. Can you share with the listeners about the, uh, the commercial we made for you and is it, has it created any type of, uh, leads for you?

Christina Nemes:
Yes. So in Tossum you got, um, the bulldog talking. So we have boss, our bosses area, and we also have Izzy. But Boston’s kind of like our mascot at the shop. Everybody asks about them. We use them in our social media all the time. Um, and he’s just a little cutie. So the customers just love him. So you guys had the idea to use, uh, what’s his name? The

Speaker 1:
chassis. Chauncey.

Christina Nemes:
Yeah. Okay. So you Tim. And he has looked like he’s talking his most opening, you know, and you perfect a little Bostonian, bulldog voice. Uh, and it’s just a cool little video that we put on YouTube that we actually, I got nothing from it in the beginning, but now I’m actually starting to hear from people I actually heard last week two times about this video that they heard that they saw on YouTube. So it’s definitely different and it’s cool and it definitely catches your attention. So as you call it, it’s definitely a purple cow. Um, it’s something you really don’t see an auto body shop too, but I think it’s really cool.

Speaker 1:
I’m going to hit play on it real quick so the listeners can hear this took me way too long. I mean, this took a long time. My name is boss and I’m the amazing talking dock. The official mascot fine garage. Do you have wicked damage to your car? This dog is reading my mind. Oh, you wouldn’t? Possession of a rust bucket. That’s a need of a full restoration to restore it to its former clock. There’s just rust everywhere. Maybe you just need a full detail to get to get your ride looking good. If no stop light angels touch it. Auto body and detailing and that is take care of your auto body needs. We’ll give you a free full detailing with every collision repair. Call us today. It’s five a week. Seven five nine one one one one. It’s not hard. Just pick up the phone and call us today at (508) 759-1111 that the whole thing is, it’s not hot is smart. I was trying to like not hot. Can you say that real quick for us, Christina? Cause I, I’ve tried forever to sound Bostonian. It’s not hot. Can you kind of do that for us?

Christina Nemes:
It’s not hard.

Speaker 1:
I mean it’s just a, it’s a different way. It’s a different, I think America is discovering how wrong we pronounce all words. True. Yeah. It’s not hard. It’s not hard. That’s it. Yeah. It took me a long time. But he’ll do the super bowl commercial, you know smallpox. Yeah. That’s a great tactic. Hilarious. I liked that they did a good job. Absolutely not. Now step four, we’ve got to launch that advertising now and now that we’re launching the advertising, you actually have to convert the leads into customers. So let’s, I see a lot of people that, a lot of business owners, they don’t answer the phone when it rings and they, if they do answer it, they, they, they Jack it up. There’s, there’s no script, there’s no system. So talk to us about what is your process for when the, when the customer does reach out to you.

Christina Nemes:
So we have two ways. They reach out to us, email through our website or you know, on phone they call us. So on the email we have it set up so that what job they need, what kind of year, make and model of their vehicle they have and send directly to our email and we get to usually back to them, you know, no less than 24 hours. Usually if I’m on my phone, I answer it right away because you know, people nowadays, especially in 2020 it’s all instant gratification. They want now, now they want answers now you know, if you’re not, you know, on top of everything and proactive, you’re going to get lost in the dust. That’s just how it is nowadays. So that’s, it is. So that’s one way that we do that with the website. And then with the phone, we never have any voicemails. That’s just an absolute, you know, unless we’re literally physically, none of us were in the shop. So there’s, I say we can absolutely not have any voicemails. We have to answer this phone within two rings, get that phone answered. We have a script. So I have someone that we hired in the front end that answers all the phones and takes care of the front end and the customer service and they follow the same script for every phone call.

Speaker 1:
Are you saying they’ll just come up with their own thing every time? Like they follow a script when they answer the phone? Watch it.

Christina Nemes:
Yes. Yep. It has to be consistent, you know, with your product or service. It has to be consistent and customers like that. They like consistency. And also when you hire employees, they also like consistency. It kind of takes the stress out of, especially with new hires of what to say because it’s already there for you. You don’t have to try and remember what to say. We have it all written out. It’s right there for them. And you know, it just makes things easier. It makes our product consistent, our service consistent. And it also makes, even if there are new employees, has them sound knowledgeable and know what they’re talking about. If you have someone on the phone that says, um, so yeah, um, you know, they’re not going to trust you. You have to be confident. You have to know what you’re talking about. You have to have a script in place. It doesn’t have to be rigid, but it has to be basically the same and consistent every time.

Speaker 1:
So step one, create a world class and canonically compliant website. If you can’t do it, we can help you with it. Step two, gather the most objective reviews in your market from your real clients and how do you do that? Get happy clients after the after your clients are happy. Either make those quality control calls or have our team do it. Step three, create the most original relevant HTML content. Either have our team do it for you or like Steve, do it yourself. Step four, launch advertising and don’t stop. Don’t turn it off. Don’t make it based on feelings. Keep those ads going. Step five, create a sales conversion system, a K a script and relentlessly dial and smile. All hot leads, relentlessly dial and smile and call all hot leads until they cry, buy or die. You’ve got to call those leads back. Now, step number six, you got to track. You got to track and you got to track. Uh, Christina, uh, according to Jason, you like tracking according to me, most people I’ve met hate tracking. Again, according to Jason, you love tracking. He talks about you all the time in our coaches meeting is constantly bragging on you. It’s true. You like to track, most people hate to track. Please explain to me what is psychologically wrong with you. Why do you like to track and what benefits do you see of tracking?

Christina Nemes:
I know it must be psycho. Um, well listen, I never liked tracking. I was never a numbers person. That’s just not what I was into. But in order to be successful and in order to change, you can’t change what you don’t measure. So you just have to track it. You just have to get over it and get over yourself and just do it. It’s not from the beginning. It’s, you know, you have to embrace the suck and just track everything. We track leads, we track phone calls, we track reviews, we track, you know, KPIs. We track literally everything in anything. Our numbers. You have to track that because you have to know your numbers. That’s rule number one in business. You go on shark tank. The people that tank on shark tank are the people that don’t know their numbers, right? So it’s just basically it’s just business one Oh one and it’s number one.

Christina Nemes:
I feel like I track everything in my life now, you know, from my workouts to the water, I drank, you know, my, my food, the screen time that I, you know how much I go on my phone and then my business. I tracked everything there because now I have some numbers here that I can actually adjust and change towards our goals. But if I didn’t, I was just flying blind. I wouldn’t know where my business needed to be adjusted at that singular time. And you can’t do that unless you track. It sucks. It’s hard. It takes some time to get used to. But again, it’s just like any system, once you start getting used to it, the ball keeps rolling. It just becomes part of your daily life. It just becomes part of your routine. And then you’re going to actually realize where you’re lacking and what you can change. And you cannot do that without tracking. And that’s the number one thing I see with any business. They have no idea what is, how many customers have come in versus last year.

Speaker 1:
Oh, you’re just getting me, you’re getting me fired up there. There’s this, this is a true story and Steve, maybe you can, you can validate that I’m not making this story up. Um, I used to have partners for one particular company and Steve, I’m sure you’ve never had this with other partners. Never. Um, certainly not now, but there are certain partners they don’t want to track things because they’re trying to screw you. Right? So I have many, many clients that I work with that are just month to month, but over these past, uh, since 2007, really, um, many clients have said, is there any way you’ll guarantee me clay in writing that you’ll never coach my competition? And I always say the same thing. No. Unless we do a contract and they say, okay, that’s what I’m looking for as a contract. I said, but if I do that, I want a small percentage of gross revenue.

Speaker 1:
So it’s like you have a C, a, a maybe a CEO or a C. It’s more of like a COO for the rest of your life for a flat fee of $1,700 a month and then 2.5% of gross revenue as you grow. And so I’ve had that deal, Christina, with so many clients over the years. So the clients that I do that deal with don’t mind tracking and then every month they just pay me my fee because they know we’re growing together and they track and they’re very transparent and it’s great. But the people that never want to pay me and are always trying to screw me somehow are unable to track. They say I just, I couldn’t, I can’t, the point of sale, I’m having a hard time pulling it. The numbers are hiding. I’m struggling. Steve, have you ever had a partner partners that are not transparent with you about tracking? Cause in the mortgage industry it’s all commission-based and you’ve, you’ve worked in the industry for a long time. Have you ever had partners that hide payments from you by not tracking on purpose?

Speaker 8:
Yes. You have. I mean everyone, everyone does. I mean it. No, no. I mean I just don’t think anyone’s gonna tell you the truth. So you gotta find out that information on your own because otherwise people are interesting. You know, humans are interesting though. They’ll do things to, I don’t know, I guess apparently people do things to benefit them, not me. So, um,

Speaker 1:
I’ve actually found that some people like to lie to themselves, which is crazy. One particular client I had years and years ago, I used to ask him on every call, do you know your break even point, the number at which you, you break even, how many sales you need to break even now, I am not kidding. I probably said this every week for six months, you know, on our coaches call. Do you know the break even point? And what happened was this particular, um, client, his daughter was responsible for managing the numbers and she did not want the world to know that she was spending all of the money and was, was taking money from the company. So she didn’t want her family to know what was going on. Um, Christina, through tracking numbers, have you discovered anything weird ever? Have you ever discovered that maybe one person isn’t as good as good at sales as the other or maybe one person isn’t as quick at getting the vehicles fixed as somebody else or maybe isn’t doing as good of a job or has it, does it help you on the quality side to track numbers too?

Christina Nemes:
Yes, it does. Yep, for sure. You know, we have KPIs in the shop so it just helps us, you know, it definitely helps us with, you know, working with our employees in the shop as far as getting cars out in a timely manner. If you don’t track that again, you know, we have a system for tracking that also you’re not going to be able to measure it. And we have each person that checks in on each car. Sometimes they’re not getting cars out in the proper amount of time. It helps us when we, when we confront them, we have paperwork on it that shows that they’re not performing up to their potential. And so yes, it’s huge. You have to, and again, it was hard. We never did it before, but now we do, we track everything.

Speaker 1:
Well I want to clone you

Christina Nemes:
find a way to track right

Speaker 1:
real quick. I want to throw something in before I move on to the next step. Um, Christina actually blindsided me when I first started coaching with her, cause she had been with the program for like a month or two with her original coach. But um, at that point I only had like a handful of clients a couple months in, I had more, but Christina and Angel’s touch, they were the first and still are the only client I’ve ever asked that very first week, Hey, we need to figure out what the budget is, what’s your break even point. And she was like, Oh, it’s yada yada yada. And it kind of stopped me in my tracks. I’m like, now did she pull that answer out of the air? Does that what she thinks is coming to Tulsa so you can get your trophy or what? We’re trying to give you your MVP trophy when you come into Tulsa to get that trophy. Are you coming to a conference scene?

Christina Nemes:
I will. I will come this year, 2020 it’s on my list.

Speaker 1:
Come on, come in. December. December broke it down. She’s like, well, here’s my exact overhead. Here’s payroll, here’s utilities, here’s everything. And we’re just like, I can work with that. I want to make sure we’re getting this idea. You said step seven, this is so important. Step six is establish weekly tracking. Step seven, establish key performance indicators. Steve, in your, in your business, in the mortgage industry, um, you guys were, your company was essentially a startup. You know, five years ago I’ve worked with you for five years. You guys just passed $250 million of mortgages total you’ve done across the system. Why is it so important that your business or with the companies you work with, like Shaw homes.com why is it so important that everybody who works there has a key performance indicator for how much activity they need to be doing each and every day? Why does everybody need a number?

Speaker 8:
Because of loans don’t close on time. People get pissed. You know when you’re trying to close on your house and you’ve got the moving truck ready, you’ve got the utilities ready to go on and then your lender calls says, Hey, we can’t close on that day because whatever. Then we just try to avoid that. So you’ve got to have checks and balances in place to make sure that things move along like they’re supposed to. We’ve got things like appraisal title, you know, getting a loan through underwriting. And if you just kind of Willy nilly did that, you would close a whole lot of loans, not in 21 days and you’d have a whole lot of unhappy clients. So gotta have it

Speaker 1:
now. Once you have those key performance indicators, you have to coach up your diligent people. And coach the uncoachable people out. Christine, have you ever had to fire somebody ever or have you had a just a great from the very beginning?

Christina Nemes:
No, we’ve definitely, a couple of years ago we had to get rid of some, you know, people that just weren’t performing to, to our potential. Um, but now we have a phenomenal team. We have no issues once in a while things come up. But that’s just the human in us. We’re not perfect. We’re not robots out back, but we have a phenomenal team. But yes, we definitely hired a lot of people because a lot of frogs before we found our body shop. Princes for sure.

Speaker 1:
Awesome. Okay, so again, I just want to get someone’s take on this a dr Breck, there’s somebody out there who they’ve gone through step seven. They’ve established key performance indicators and now they, now they know, they clearly know cause they’re tracking, right, that somebody is not pulling their weight. Sure. Have you ever had to fire somebody? Absolutely. Yes. What is it? How do you do it? What does it look like? There’s somebody out there listening who’s been in business for two decades and you’ve not fired anybody because you’re related to them. You have not fired somebody in a decade because they’re your buddy. You have not fired somebody because you’re weak. I don’t know. He has helped somebody, dr Breck. Well, like with this, with the KPIs, when you’ve got a clear, you know, numbers don’t lie. That’s one of the things I love about numbers and so you can pitch the lie either that’s just hips.

Speaker 1:
Don’t lie. Sorry about that for important. But uh, yeah, I mean you, you know, you have these performance reviews periodically and you say, Hey, you know, this is where you’re trying to coach them up. And then if those coaching sessions aren’t going anywhere, you just say, Hey, you’re a lovely person, but this isn’t a good fit for you. I wish you the very best. Okay, I’m not happy. You’re not happy. Let’s get happy. Yeah. Okay, go somewhere to be happy elsewhere. Now step nine, create a checklist for everything. Create a checklist for everything. And Jason, I’m going to have Nathan up on your mic just for a second here. You want to create a checklist for everything. And again, when I say everything, everything because the complexity of the business eventually gets so large, it’s impossible to remember all the steps. You guys repair vehicles. Steve does mortgages. Dr Breck is a chiropractor. Nathan cleans carpets. Let’s talk about these checklists. Do you have checklists in place or is everything just Willy nilly off the cuff and in your mind Pristina what we ask you with this. Do you have checklists for everything? How does that work?

Christina Nemes:
Yes. Yes we do. We have them on the front end. We have them with our calls when leads call in. We have them out back in the shop. We have them in detailing. We have, we have checklists for everything.

Speaker 1:
Check it out. Let’s talk about this. Somebody doesn’t have checklists right now. How did you, how do you, how do you go about creating a checklist?

Christina Nemes:
Um, you know, you have to know your business obviously, so you need to know exactly what needs to be checked off. You know, for us it’s very intensive with vehicles because it’s a lot of safety related situations that we have to make sure that are a hundred percent for the customer leaves a lot. Um, but you just have to know exactly what needs to get done in the day so that your customers are put number one and that they have the best you know, experience with you as possible. So it’s just you got to know your business, you got to know what needs to be done to get that car or that job or that sale to 100%

Speaker 1:
I’m a tool Gawande who’s from your neck of the woods up there. He’s at Harvard business school. He’s a professor up there. He’s a surgeon. He’s a world renowned. This guy is unbelievable. He’s a best selling author of checklist manifested checklist manifesto. His name is [inaudible], which is a professor. He was a tool Gawande. He’s a professor. Listen, I’m going to come over there just he’s a professor in the department of health and policy management at the Harvard school of public health and he says the volume and complexity of what we know has exceeded our individual ability to deliver its benefits correctly, safely and reliably. Nobody has, uh, both, uh, he says knowledge has both saved and burdened us. He goes on to say we don’t like checklists. They can be painstaking. They’re not much fun. But I don’t think the issue here is mere laziness.

Speaker 1:
There’s something deeper, more visceral going on when people walk away not only from saving lives but for making money. It somehow feels beneath us to use a checklist and embarrassment. It runs counter to the deeply held beliefs about how the truly great among us, those who we aspire to be handled, situations of high stakes and complexity. The truly great are daring. They improvise, they do not need protocols and checklists. Maybe our idea of heroism needs updating. I just, I want to get your take on this Steve, cause you do mortgages and there are a ton of steps and I have seen so many mortgage people screw up closings, screw up the process because they just won’t use a freaking checklist. Can you please explain to me why you use checklists and why somebody in your industry will not use a checklist for mortgages? What the crap? Well we use them because one, we don’t want to get sued and two, I don’t want to own a loan. That doesn’t mean

Speaker 8:
guidelines. So if we, for example, didn’t have a checklist and underwriting to make sure that we met the underwriting guidelines, then you know, we might fund three unsellable loans this month for 250,000 each. And I don’t really want to service $750,000 worth of loans out of my personal bank account. It’s not like a really fun thing to do and it’s also super quick path to bankruptcy. So, um,

Speaker 1:
but we don’t, your whole industry is littered with people that don’t use checklists. Yeah, yeah. It’s still the Beavis and Butthead and they just will not get re they won’t do it.

Speaker 8:
Yeah. Yeah. They, you know, I think people inherently suck. So that’s why I got a coach so that I don’t suck as bad. Is that Hey? Yeah. What’s that? That’s your number one check. Yes. Don’t suck. Don’t suck. But I, what I want to know is how do you keep track of all the parts of those cars?

Speaker 1:
Christina, how do you keep track of inventory? How do you do, I mean when you take a car apart, I mean there’s some bolts and screws and you never have a box of leftover parts. Do you? Do you just tape them to the inside of the bumper? So you don’t,

Christina Nemes:
sometimes once in a blue moon you do. But it’s something silly. It’s a screw up and not, but no, no. Yeah, you have to have a list for everything. We have list the checklist for a work orders for exactly which parts are getting replaced and then we also have parts lists is exactly every part that’s supposed to be taken off and put back on on the vehicle. And then we have a checklist to make sure that all those parts are put on. And then we do a QC checklist. So yes, we have lists upon lists upon.

Speaker 5:
You guys have systems in place for everything. Dr Breck, what’s your hot date? I mean, checklists have revolutionized certain industries. I mean, you talk about like air flight, you know, prior to the checklist. I mean it was a, you know, toss of the coin to see if you were going to land the plane or not, if it was going to get there. Um, you know, going back to surgery, I mean they, you know, whether there was a sponge or a cloth, uh, a caliper, you name it, um, a device that’s left inside of a patient. Checklists have made those things, uh, more and more obsolete. And so, uh, yes, checklist are super important in every industry. Um, and I, for me, I just had each one of my team members go through each and everything that they do and then we reviewed it, refined it, did it again, refined it, and just made sure everything is there, everything is accounted for.

Speaker 5:
Um, every step and you make the complicated, much more simple when you do that. So that the next person that comes in doesn’t have to go through this steep learning curve. There’s a checklist for each and every item for each and every day. Uh, Christina, I want to get your take on this. Um, a tool Gawande and his book, a checklist manifesto. He went in and basically worked with major hospitals and ICU and said, could you guys please use a checklist? I’m sure he said it nicer, but it was something to the effect of use a freaking checklist, please. And this is what he found. This is crazy. When the state of Michigan began using a checklist for central lines that they put in your body, you know, um, in it’s intensive care units, it’s infection rate plummeted by 66%, and just three months soon it’s an ICU.

Speaker 5:
We’re out performing 90% of all the hospitals nationwide. And in 18 months, the checklist they use, just using a checklist saved $175 million and 1500 lives. We’re saving lives. People use a checklist. Seriously, it’s that many lives. I just want, if you could preach the good news to somebody out there who will not use a checklist, they’re in the same industry as you for some reason and they’re having cars leave in a bad condition. It’s a safety concern. What would you say if you were speaking to an audience of your peers and you find some knucklehead who will not use checklists, what would you say to them?

Christina Nemes:
Uh, well you have to, because you know some of these cards, these cards have hundreds and hundreds of parts that you’re replacing for clips to bumpers to brackets, to lamps, to, you know, parts of the radiator to fender liners. These are all CRE. You know, there’s hundreds of parts so you can’t, there’s no way that you can just remember every single part for this vehicle and this, you’re putting people’s lives in danger by not repairing their vehicles properly to the OEM specifications. You know, let’s say you have a Toyota, you have to repair that vehicle to Toyota specifications and they have a list of quality control and checks that you need to check and balance before the vehicle leaves your shop. You have to make sure all the parts are on there. You have to do a checklist for QC and there’s just you have to do it. There’s just no way around. If you want to grow your business, if you want to service, you know, hundreds upon thousands of customers every single year, month, week, then you have to have checklists cause there’s no way that you can just remember everything that comes on and off the vehicle. Everything that safety related needs to be fixed or adjusted, calibrated on the vehicle. There’s just no way.

Speaker 1:
Christina, do you have one mechanic? Do you have one mechanic that follows a vehicle all the way through or do you have a singular person that does quality control at the end to make sure everything is done in to the right specifications? How does that work?

Christina Nemes:
We have some, we have, we have a body guy. He takes care of that. Then we have the refinish technician and then we have reassembly and then I do usually the QC myself for Savannah, we do the QCs with with the technician that worked on it.

Speaker 1:
Now I’ve got five final questions for you and then I want to kind of go around the horn for the team to build to ask you any questions here. So I’m gonna go as fast as possible. Here we go. Tracking the profitability. Step 12 you got to track the profitability you got to track and I see a lot of it won’t track it. They just won’t. It just will not for whatever reason, they’re just so passionate about the food they serve, the clients they serve, the auto body repairs they do, they won’t track the actual profits. Can you please share about the importance of tracking the actual profits after all expenses, all costs. Talk to the listeners out there about tracking the profits.

Christina Nemes:
Yeah, you have to. It’s just a no brainer, but unfortunately most people don’t know that. They don’t realize that they’re so deep in their business so deep in the day to day that they just don’t realize that that’s, you have to be profitable. You can’t be running your business on zero. You can’t be driving your car around all day, every day on E. It just doesn’t work that way. So have to track everything. You have to know exactly what your bottom dollar is for your advertising and budget that and you have to have, you know, for your, um, um, utilities for your employee payroll, for everything. You have to track that. And at the end of the week, after everything, we should have a certain percentage. That’s what you want to make as a profit. And if you’re not meeting that percentage, that’s when you can adjust. You can increase and you know accordingly to your numbers, but you have to, it’s just, there’s just no way around it.

Speaker 1:
Now, Steve, for you, the mortgage business, um, you make a commission of about a 1.5% or 1.75% on every mortgage. Is that correct? Yep. So if somebody gets a mortgage for a thousand for a hundred thousand dollars, you make 1700 bucks ish. Right. And if they get 200,000, it’s $3,400, et cetera. Right. Um, why do you, I mean, when you bought your Lamborghini, did they require you to pay for it? Yeah, they um, they did. I had to pay for it before. Did you use the commissions from mortgages to pay for it? Yeah, I just, uh, it works. What happened was I told him what I think I was going to be making. Yeah. And then they just, they let me have it.

Speaker 1:
I did the math on how many loans I’d have to close. So yeah. So you did the math on it. You did the math. So I just want to make sure we’re getting this idea. It’s not mean to track the profitability. It’s dumb to not track the profitability. Now, step 13, relentlessly mystery shop your competition. I don’t know how far you and Jason are down the path, but this is super important that you know what the competition is doing and tell people. Say the only competition I have is in my mind. Well that’s dumb. You gotta mystery shop the competition. So talk to me about this. Do you, do you mystery shop? Have you ever mystery shop? Do you know what’s going on? How do you know what’s going on with the competition?

Christina Nemes:
Um, so I haven’t mystery shop as far as going into a shop, but we’ve called shops and I also kind of obsessive. We check all the reviews. Yeah. So that’s kinda how I mystery shop. I check the reviews and I also kind of learn from them. So if there is the consistent complaints about our specific competitors and we keep hearing now like, wow, well that’s definitely something that our industry, our customers are not happy with. So we need to make sure that we capitalize on that and you know, completely blow our customers’ minds in that aspect, you know? So that actually helps us to realize what they’re doing wrong, what we can do to improve. Um, but that’s pretty much the extent of what we’re doing for mystery shopping.

Speaker 1:
So you’re not intentionally wrecking cars,

Christina Nemes:
right? Yeah, they’re pulling the door. Okay.

Speaker 1:
But you but you know, you know specifically, um, who your competition is, correct?

Christina Nemes:
Yes, yes.

Speaker 1:
Okay. Now for the listeners out there who are not you, um, who are still listening to the podcast and have never reached out to us, you said you’ve listened basically faithfully for eight months I believe before you reached out to us and you’ve grown by how much this year again, as a percentage,

Christina Nemes:
70% last year from 18 to 19 and then this month we were up our, I’m sorry, January, we’re up 170% compared to January of 2009.

Speaker 1:
You might want to repeat that. You said how much for January?

Christina Nemes:
170% this January compared to last January.

Speaker 1:
Wow. Congratulations. That is awesome. Um, this is, I, you need to help me out here. Okay. Cause I only take on 160 clients. For somebody out there who’s listening, who’s thinking about coaching, share with the listeners out there why they should reach out for coaching and maybe who would be a good fit and who would not be a good fit for our program.

Christina Nemes:
Well, everybody needs a coach. I feel like, and everybody can improve and a lot of ways, especially in business, um, and you should be coached by someone that’s has proven track record of building successful businesses and then therefore coaching successful businesses. Um, and there was many things that I just can’t or couldn’t or didn’t know how to do and now we have you to do it for us or I’ve learned from you and now I do it. And it’s just grows your business exponentially. You want to have a successful business. Uh, most people don’t go and go to business school. Most people don’t. You’re not born knowing exactly how to run every aspect of the business. We have some strengths of our own and there’s other areas that we lack. So you need to have someone there to mentor you in the areas that you lack. And that’s what you guys are there for.

Speaker 1:
There are some people that, um, like to up for personal training and then, and then not actually show up at the personal training. What advice would you have? Four Beavis and Butthead who might be listening to this show today that just can’t seem to find the time to show up to their weekly meetings or to do their homework. What, what encouragement would you have for somebody out there who has access now to the tools but they just for whatever reason, don’t want to implement. What would you say?

Christina Nemes:
I don’t know if I have encouragement cause I really don’t like coddling or enabling people. It’s just either do it or don’t do it. Just get out. Goodbye. Stop wasting people’s time. You’re your valuable time and money from someone else that needs the help. So I just think it’s absolute crap. So I’m really not going to sit here and motivate that person. They just need to get it done and do it themselves or go go away and let you work with someone that actually needs the help that will actually implement it, that will actually put the time in and you’re not wasting your time.

Speaker 1:
Um, again, I think there’s somebody out there who heard what you said, but now they’re meeting with you one on one. Okay. So let’s pretend that this person is somebody you went to a tech school with. Okay? And they’re sitting down with you and they’re saying, Christina, I have access to this coaching program and all their clients are grown by 104% and I just can’t seem to find the time to get my homework done. And let’s pretend just for a second that you really do care and this is your final opportunity to encourage them. And maybe it’s a rude encouragement. What would you say to that person if you’re sitting there one on one talking to him,

Christina Nemes:
well how bad do you want it? Do you really want to do this? Do you want to put the time in? Do you want to, you know, get your hands dirty and put the effort into it. Cause if you do and you actually want to see your business grow, you want to be successful, you don’t want to keep spinning your pedals, then you have to do this or you have to step aside and let someone else take this gift because the gift, you know, it’s just you. You can’t know everything. This is a gift. It’s going to teach you the things and the areas that you’re lacking, which obviously you are, because we all do. We’re humans. Um, and if you can’t do the work, you can’t spend the time, then there’s just no excuses. Everybody else can do it. They have a proven track record with hundreds of clients. Why can’t you do it? You’re not special in that area. You just need to just do the work and you’re just making excuses.

Speaker 1:
Here we go. Rapid fire, rapid fire. This is pop quiz. We have not reviewed. We not scripted this. It’s totally what we were at. Rapid fire teachers, how to speak Bostonian for some of us who have some of them, some of the listeners who have not heard you break it down. What does the phrase wicked piss up mean?

Christina Nemes:
Mean he’s awesome. I means it’s awesome. It’s wicked awesome. It’s really good.

Speaker 1:
Oh, could you use that in a sentence please?

Christina Nemes:
Um, alright. Let’s see. Um, this porch has wicked Pesa.

Speaker 1:
You say it all the time. It’s just something that, what, what does bang mean? Bang. Bang mean in Boston.

Christina Nemes:
Um, it’s like bang, boom. You know, you say something and you’re,

Speaker 1:
what’s up? A blinker as it relates to automotive repair. What’s a blinker?

Christina Nemes:
Um, the blankets. Your blinkers.

Speaker 1:
You gotta change the blink of fluid. What part of your house is the pilot?

Christina Nemes:
The pilot. Oh, that’s the parlor. No one uses that.

Speaker 1:
What about, uh, down the Cape? If I said I’m going down the Cape, what does that mean?

Christina Nemes:
Going into Cape Cod? You drive into the cage.

Speaker 1:
If I say the phrase donkeys, what am I, what am I talking about?

Christina Nemes:
Dunkin donuts.

Speaker 1:
The donkeys. What’s it? What is it?

Speaker 6:
Spot a spot.

Christina Nemes:
A spa. Oh, the spa where you do like facials.

Speaker 1:
Okay. Now what is, what is it? What is no sir? No sir. What’d you say? No sir.

Christina Nemes:
Honestly, nobody says that, but it does sound like us, but no sir. Means like, no, thank you. Not today.

Speaker 8:
Oh, that’s a crimp on the Barbie. They don’t do it.

Speaker 1:
What are other phrases that people say in Boston that maybe we need to in Oklahoma, start embracing it? Are there a few more phrases? Is there a few more phrases?

Christina Nemes:
Yeah. Like kid, we use kid a lot or do mood or you know, a lot of curse words. So yeah, that’s, that’s, that’s,

Speaker 6:
I love it. Do you have a particular catch phrase yourself? Christina, are you known for saying a particular thing?

Christina Nemes:
Not really, no. There’s so many, but yeah, honestly, in our area, maybe in Boston, but in our area, we don’t really use wicked pissa.

Speaker 6:
What is it? What is it in a joking manner? What’s a townie

Christina Nemes:
County? That’s someone that lives in the town their whole life. They, they’ll never leave that they’ve been there their whole life.

Speaker 1:
Do we have Jesus? We have the father, son, the Holy ghost. And then where does bill Belichick fall in after that? We have the deities, the God, you know, we have Jesus, we have the father, son, Holy ghost. You know, that’s a, that’s the deity. That’s the real stuff. That’s the omniscient, omnipotent. But where does,

Speaker 6:
yep.

Speaker 1:
And bill and Tommy trust. I tell you what, you have been just an absolute pleasure to interview here and I wanna respect your time. Um, but Nathan, if you have a question for Christina, please feel free to ask the same thing. Dr Breck or Steve, I’m gonna go with Steve Currington first. Cause again, we’re trying to ask questions that we think the listeners would want to ask you because you’ve had so much success again this month. You’re up just this month, which is crazy to me this month you guys are up 170%, but 70% overall. You track your numbers, you knock your homework out. Steve, what final questions would you have for Christina?

Speaker 6:
What’s doing what? That’s one of the phrases. What’s doing how you’re doing? I kind of have like a fun question. So what’s the, um, what’s the craziest

Speaker 8:
vehicle repair or, or accident or something that happened either like after someone brought their car in that you heard about or after you fix their car, you ever have somebody that you fix their car and they immediately wrecked it? Like again, out the parking lot or something like that?

Christina Nemes:
No, I do have a handful of customers. There’s like three of them that you know we call them frequent flyers that they literally get in huge collisions. They come in, they get their car fixed. Then the next week they back into something they need to do pumper. Then the week after that they run over a curb and they need suspension axle and you know a Rams. We have like three of them. Those customers that are our frequent flyers and we joke about all the time. They’re awesome.

Speaker 6:
Do you give them discounts?

Christina Nemes:
Yeah, we have a couple of them that just, they just hitting shit non

Speaker 6:
do you give them like a punch card? You know where they like Hey this is your third time and you get 10% this week.

Christina Nemes:
All right, here’s your frequent flyer card so thanks for coming in again. We’ll see you next week. So, and they laughed.

Speaker 6:
Are these typically women? Steve would typically women or men that are crashing or or men for a friend. I assume it’s been, is it man?

Christina Nemes:
It’s usually men.

Speaker 1:
There it is. There it is. This Justin from the autobody expert here. Nathan, we have time for a question you have. But one more question for ms. Christina, before we wrap up today’s show,

Speaker 6:
do I want to go back to an earlier thing you were talking about you’d like to track your numbers and one of the things I needed a lot of help with is that I did track numbers but not useful numbers. So what are some of the useful numbers that you see really helped to propel you forward?

Christina Nemes:
Yes, so definitely Google reviews leads. You have to track your leads. For instance, last year, this time our Google page only had 4,000 views. This year it had 16 at this month. This year is 16,000 so we’ve tripled our views on our page. So that’s something I like to keep track of because I need to make sure that my money advertising money is not being just thrown into the wind. It’s actually being used and for, you know, getting more leap. Um, also your numbers, you have to track your numbers. So we track our labor versus our, our sales for the week. We have a sales number that we have to meet no matter what every week, uh, you know, by Wednesday our weekends on Wednesday. So if we’re not near that number, that’s going to be a late night. Usually we’re working hard, we’re trying to get to those numbers.

Christina Nemes:
You have to, um, also, you know, track your customers that are coming in. Uh, we track, you know, profits. We track, um, painting, you know, our materials and our vehicle and our shop. So we know that we’re not spending too much versus the jobs that we’re bringing in. Uh, we track, you know, everything. I literally, we track everything that we possibly can. If you can, if there’s, you know, something coming into your business, into your shop, into, you know, your business, then you need to track it just so you know that you’re actually growing and moving and you can’t change what you don’t measure. So you have to,

Speaker 1:
no, just a, a, an idea. You and Jason can talk offline. We do this for a lot of clients. This is something you guys can talk about offline but um, a lot of times for clients we will for like one month or two months call every single former client they have and just relentlessly hound people in a positive way for quality control reviews. It’s like an unsustainable push for two or three months and we’ve helped people go from like a hundred reviews to nearly a thousand reviews and just like three or four months. Um, we’ve done that with dentists and doctors. And what’s crazy if you do that, just want you to know your Google map will probably have not 16,000 but maybe even 40,000 views just by doing that. Like it’ll actually come up top and the whole region. We’ve done that with restaurants and stuff. You guys might want to talk about that cause that’s something that would really help dr Breck you have one final question I believe. Well I was just going to ask you, what is your most profitable service that you do? Is there a particular thing like um, a particular brand of vehicle that you see a lot of and you can quickly change out? A bumper or, or what is, what is most profitable for you guys?

Christina Nemes:
Um, no, definitely not bumpers or anything like that. It would just be the, the large collision jobs. Those are definitely the most profitable. And we do a lot of Toyota and a lot of super, those are our top cars, but we see the most,

Speaker 1:
Christina, you are an absolute blessing to the program. We’ve been, you’ve inspired so many people and I’m so glad that you did eventually reach out to us after listing for those eight months there. And I just can’t thank you enough. And I think Jason, I think Jason has told you this, but any authors you want us to interview on the show, just tell Jason and we’ll try to book them on the show because we’ve had so many of our clients who’ve said, Hey, could you interview grant Cardone or could you interview David Bach or John Maxwell? And we reach out and we’re getting about two thirds of them to say yes. And so anybody you want us to interview, please feel free to tell Jason and we’ll book him on the show for you.

Christina Nemes:
Yeah. We actually talked about that last week. I gave him a list of people that were,

Speaker 1:
Oh yeah. Hey, well you take care and hope you have a great rest of your day.

Christina Nemes:
You too. Thanks guys. Bye. Bye.