Fighting Doberman Pinschers In The Rain with Jeremy Stephens

Paul J Daly: 0:00

Michael, did you play sports? Do you play sports? Would you ever want to play sports?

‍Unknown: 0:11

This is Auto Collabs.

Michael Cirillo: 0:13

I wrestled in high school.

Kyle Mountsier: 0:16

And then you were like, Wait, this

Michael Cirillo: 0:19

I was primarily because I wanted to wear the singlets Why would God give me this? to wrestle? Yeah, that's right. I do it. I don't know. Maybe I had. Okay. So

Paul J Daly: 0:28

you wrestled?

Michael Cirillo: 0:28

That's just I wrestled, wrestled in the provincial championships. Fun side note, which is like a state championship in Canada. In Canada, where you're from? It's like a state championship with way less people.

Paul J Daly: 0:44

Just kind of like Canada. Yeah. It's like a big country with

Michael Cirillo: 0:48

way less people. Yeah. Like I've never, you know, like, forget about you couldn't do it today. You imagine a bunch of scrawny dudes were in singlets. And the only people in the audience are other people's moms ain't happening today. That's how you get a tournament canceled. I was wondering we've ever had

Kyle Mountsier: 1:06

that happens every single day in America. You can Yeah,

Paul J Daly: 1:10

yep. Everybody looks like this. Right? Everybody's holding up their iPhone. Everybody's

Michael Cirillo: 1:16

face. Yeah, guys. It's crazy to me, actually, that people buy season's tickets to high school football games. Now in Titusville, my high school had a football team until I was in the 11th grade. And I went, I went to an eight. I didn't 12 High School. I didn't realize no eight through 12 all five years. And I didn't realize people buy

Paul J Daly: 1:40

season tickets to high school football anywhere. Oh,

Kyle Mountsier: 1:43

absolutely. It's it's it's a it's it's like the third highest sport in Texas high school football.

Michael Cirillo: 1:52

Yeah as theirs. They are they work first sport,

Kyle Mountsier: 1:55

getting rid of the US second sport, shooting rattlesnakes.

Paul J Daly: 1:59

If there's a score high school football? No,

Michael Cirillo: 2:02

there's like trades going on here as if they're in the major leagues like high school footballers in Texas. Know what it's like to be a pro footballer like they there was one of their NFL stuff was a little controversy that the school district, the ISD bought a family a house in their ISD so that their kid would relocate to that school to play football in PS a $42 million 20,000 seat stadium.

Paul J Daly: 2:31

Oh my gosh, this is real same.

Kyle Mountsier: 2:34

I had no idea that in the Midwest too. It's not as aggressive but it's very loose.

Paul J Daly: 2:39

I once school tells the story well looks to do with things that a lot of people don't know existing. Like this is actually a really legitimate segue. Today. Today. Our guests impressive this today. Our guest Jeremy Stephens, is the new remote service director for Bozard Ford Lincoln in St. Augustine. And we're gonna talk with him about like, his journey on why what is remote service, like, what does that actually look like? And like, why he made a big change in his career to go to take the position. So we hope you enjoy this conversation with Jeremy Stephens. Jeremy, thank you so much for being with us today. We're excited for the conversation.

Jeremy Stephens: 3:19

Now, thank you for having me. I'm looking forward to it. You know,

Paul J Daly: 3:23

there's definitely my pedigree in the automotive my first step in was in fixed ops. So there's a special place in my heart for fixed ops and also leadership things right, your Maxwell leadership and so like, you have your like the ultimate guests in my opinion. So these two guys are just gonna sit here and watch and listen, and just we're gonna have a conversation about fixed ups and leadership stop looking so good Zarrillo.

Jeremy Stephens: 3:47

Gonna let you down, you put me on a high pedestal? Well,

Paul J Daly: 3:50

you know, that's, that's really our goal. This is actually the intervention show. So by the time the show is over, we're gonna have several of your family members on here with little notes. And you're gonna be crying.

Jeremy Stephens: 4:03

Your ears up for sure.

Paul J Daly: 4:05

For real, like so you're at at Bozard Ford and which is just has this growing reputation for good sound leadership principle and the culture that comes after it? Just I don't know, share a little bit about I'm curious, I don't know this. How did you find your way into the Bozard ecosystem?

Jeremy Stephens: 4:23

So it wasn't, you know, it was just networking just like you guys do just networking and getting to know people. You know, everybody knows Ed Roberts. So, you know, we were on a couple of panels with him and, you know, just got to get to know him. And then, you know, the opportunity came up and, you know, we kind of connected and I came down and you know, Florida was one of those states that that you know that there was opportunity I would I would definitely go down not not up north from where y'all are.

Paul J Daly: 4:49

That's just me. I'm the I'm the northern most contingent of a soda right now. Yeah, cuz

Kyle Mountsier: 4:55

you are, I mean, you were with it's, I think it's pronounced highster for like 20 Something yours, right? I was

Jeremy Stephens: 5:00

with I was with a Hiester group for 20 years, I started as a technician there and kind of worked my way through the ranks and stuff like that. So it was a tough decision, you know, that I knew that, you know, that was my hometown too. So, you know, it was it was back and forth. But, you know, thinking point everybody's life, you know, we're, we're, you know, it's time for you to move on. And that was the point that I was at, I just felt like, there was something else for me. And, you know, this, you know, kind of lined up perfectly how everything film fell into place, to the best

Kyle Mountsier: 5:34

we see a lot of like, I see at least a lot of fixed ops managers, fixed ops directors, people that are on the, what I would call the more administrative side of fixed ops come through the advisor, Route, right, like they start in the advisor start as like a lane manager or some or a lane person and then moved to advisor and then move up the ranks through that, but you said you started as a technician? How, like, where did the decision come to move out of turning wrenches into, into kind of like that customer interaction side of stuff. So it kind

Jeremy Stephens: 6:10

of came to the point where, you know, of course, we're on flat rate and in my mind, you know, I felt like, I hit my peak there. And I was just, you know, I felt like there was something more than I needed to do. So it's something that's inner battle that I had, and I was like, Oh, fine, retired as a technician, I'm good. I love working on cars, and I still like working on cars. But there was something that was kind of pulling me away and I, you know, I just kept looking, I was like, Well, you know, I love helping people. I just, I just love people. It's easy for me, and, you know, I like to see people grow and, you know, that pool just drew me to, you know, maybe I should try being a manager, you know, rock could have a, you know, a bigger influence in that side of it.

Kyle Mountsier: 6:49

Are you the technician that has Sorry, sorry, Cirillo. I'm so sorry.

Michael Cirillo: 6:54

I'm so sorry.

Kyle Mountsier: 7:00

Somebody wasn't paying attention Personnel

Michael Cirillo: 7:02

right now, I have no tactful way of raising my chair again. So we're just Have you always had ambition like that? Or was that something that grew you felt growing in your once you got into the business?

Jeremy Stephens: 7:15

You know, I had, I always had this desire to like, you know, everybody has this desire to start their own business and stuff like that. So so it was just more of like, in a great sense that you want to do more and more and more but just something pull him into that way, there's always been this little thing where I feel like I could I could lead people you know, even when I started as a technician, I wasn't the shop foreman or dispatcher, but we didn't have one so I just assumed the role. Nobody told me I didn't ask permission I just kind of jumped in and started helping people without the title because sometimes it's a lot easier to lead without the title than when you get the title so that's that's pretty cool. It's like you know, you can help other people and you know, you can see them get what they you know, what they want and stuff like that. And it kind of gives you you know, this fulfillment part of that and so that's how I always had that inside me so for some reason,

Kyle Mountsier: 8:15

you know, that's, that's different than I think maybe maybe it's not everybody but a lot of people when they see like manager or leader or something with the title right, there's kind of like two main things that come into their head 1am I getting a pay raise to go Am I in control over who do I get to tell what to do but your your heart for it is? Who do I get to empower Who do I get to lead who do I get to empower give access to something else? Is there something that like that didn't just come from Maxwell leadership in 2021 when he became you know, a Maxwell that's something core and rude is that where did that come from in your origin story

Jeremy Stephens: 9:00

so it's basically you know, and not get spiritual medicine it is a God thing you know all this all this leadership spiritual

Kyle Mountsier: 9:08

up in here you have to fight that

Jeremy Stephens: 9:13

so it does you know it's it's it's that you know course if you look at any leader or any guru out there motivational speaker if you look at their content it pretty much comes from the Bible not all of them but it's just that love others more than you love yourself. And you know, revolutionary

Paul J Daly: 9:30

concept of servant leadership invented in the 1970s Oh, no, that was way before that.

Jeremy Stephens: 9:38

But but it is that just loving you know, just like you know, I love what you know your shirt say you know, love love people more than you loves cars because it's like, I've been trying to scream that didn't know how to put into words and now see Oh, guys, it's like oh, that's that's what it's about. But um, but but it is that just desire you know, see Easy for me to love people. You know, it's just I always rooting for the underdog, you know, seeing somebody, this is not real polished, but you see something inside them that that you can see more out of. So it's

Paul J Daly: 10:14

so much that's so much a part of the fabric of the auto industry, right. And you can't go to a store without having a number of stories that that just started that way. And if you I think if you like, pulled 100 leaders out of the auto industry, like 85 of them would have that story, somebody saw something in me, they invested in me, and I became this right, it was always there, but they helped me become and cultivate it, you're stepping into a role that I think is, is probably one of the rarest, or at least one of the in, in the top three most rare positions in a car dealership across the country remote service director, right there is a growing movement toward offering remote service more convenient for the customer. In some case, in some ways, maybe more cost efficient as well. OEMs are leaning in. Are there any remote service directors that you look to for guidance, or is this kind of like building wall flying thing,

Jeremy Stephens: 11:11

it is kind of building a fun, because there is no process manual on how to do this. And when you talk to the technicians this every day is different, you know, where the car is parked, you know, it could be raining outside, you know, we can't we're not allowed to work in that parking lot, you know, may have to work on a side street. You know, the interaction with customers and stuff like that. And what you, you know, you may get down there and realize this a little bit more into it. And you can't really work on it at that point. So. So that's what's cool about

Paul J Daly: 11:43

progress, right, new problems,

Jeremy Stephens: 11:46

you know, and it's more of opportunities and stuff like that to see, because everybody's dealership is backed up, they can't get their customers in their door fast enough. So what we're thinking is we can offset some of this stuff, because that's the worst thing you can do as a dealership, you sell the $80,000 car next week, the check engine lights on and they're calling your service department and saying, hey, it's gonna be three weeks. And that experience is going to be horrible. But now with the remote side of it, I can send a guy out there the next day and at least give that customer a peace of mind. You know, with a technician there have scanned

Paul J Daly: 12:20

it, here's what we think parts on order or reprogram that. Yeah. And

Jeremy Stephens: 12:25

the customers think is the coolest thing when you hook a computer up to their car, you know, they're sitting there watching and they're just thinking that you're doing all this crazy stuff that is, you know, just gives it that extra customer, you know, customer satisfaction status. I mean, they're coming to my house, trying to help me now I'm

Paul J Daly: 12:41

just actually now thinking of all the dynamics, right? Like, it's a mix between, like mailman, right? Amazon guy, like garage door repair guy, right? Like all these things you're now like, in people's lives in their space, right out amongst the people. And now you not only have that, you know, opportunity to put your foot in, in that area, but you also have like additional liabilities and considerations and what happens when the dogs gonna bite you

Kyle Mountsier: 13:16

Doberman Pinscher comes out white in China.

Paul J Daly: 13:20

You're talking about it you just explained that scenario. I'm realizing that oh man, they're like a lot of your you're gonna get a lot of phone calls. Like

Michael Cirillo: 13:30

Karen, I've never heard anybody else outside of the show refer to a Karen as a doberman.

Kyle Mountsier: 13:39

Oh, no. All right, good. See yourself.

Paul J Daly: 13:44

Micah lives in Texas, by the way. They want can say well,

Kyle Mountsier: 13:48

I'll just say that, Texas, and Canada. It gets both passes.

Michael Cirillo: 13:53

You know what I love, though, what you're bringing up is the novelty around it is. And this is where the innovative pieces for me, Jeremy, it's like innovation is not necessarily coming up with something that's never existed before. It's about assembling elements that have already always existed into a new way that provides a new experience. And the innovation and this is for me is something as simple as, hey, we've historically always asked you to serve as your vehicle on our terms and on our territory. We are now servicing vehicles on your terms and in your territory. And just a simple shift like that, I think just has a tremendous impact.

Jeremy Stephens: 14:32

It does because here's here's the the good and bad about working at a dealership for as many years as I had is you get used to hearing this bad news. So it doesn't faze you doesn't bother you anymore. You know somebody's car that won't crank. That's not a big deal. It happens every day. Better and their moment it has ruined their whole day. Yes, exactly. And it's the worst case scenario. And plus nobody nobody really is excited about Come into a dealership, because the cool thing about me being I'm a new guy for the first time in over 20 years. So I'm seeing things totally different as a new employee. And it's like, you know, when I come in this place, you know, when I first came here, I was like, I didn't know where to go. And you know, there's signs there, but you don't look at cisors You're trying not to run into anybody. And it's like, okay, so now I'm just thinking all our customers have, you know, we just assumed when you go to serve, so you talk to the service advisors, as simple as that. But you know, 19 year old person, they're not going to know that it's like, yeah, you don't want to go out and talk to anybody. Yeah,

Kyle Mountsier: 15:36

well, no, yeah, I mean, I think about that all the time. Like, the simple idea of driving on a lot, which like the the normal thing, when you go to a place and park there is every spots available, and there's not that many cars, right? Unless you're going to target when the Stanley Valentine's Day cup happens. I don't know if you guys have seen about oh, I've seen that it's been full madness. But unless that's the case, that's the environment that when you go to a dealership, just as a customer, and you just highlight it as a new employee, it is, it's a bit overwhelming, massive building cars everywhere, not really sure where you should park you got to pull in a in a garage, that's not your garage, that you're not used to the side, and then and then maybe you've got to get one of these flashing things going through it. It's a pretty like, that's, that's a wild experience. You know, for us, it's like, oh, just another day? Well, good point. That's a good plan. Explain

Paul J Daly: 16:40

that.

Kyle Mountsier: 16:41

You take all of that out by going to him? Can

Paul J Daly: 16:43

you? Can you explain the process? Like what is the process of remote service tech, from, you know, when they show up, like they show up in the morning, and they have, you know, probably a list of appointments, or they just fed the next one. And then like, talk us through that, because I think a lot of dealers are considering doing this. And like so the more information we have takes some of the mystery out of it, which I think is good for the industry and good for consumers. This

Jeremy Stephens: 17:10

is pretty much like anything, it's just the proactiveness of it. You know, you can't wait the date of the trial to prepare these things. So, so these guys are very good. We have a we have a dispatcher that calls a day before just to verify that technicians are going to be there. So they already have that route up the day before. Yep. So when the technicians come back that evening, and they're looking at their appointments for the very next day,

Paul J Daly: 17:35

and everybody comes into the store every day, right? Yep, exactly parked in the store, they come in, and then Okay. Yep.

Jeremy Stephens: 17:42

And as you talked about communication having to be be pretty crucial. And you know, it's always an issue. There's always glitches and stuff like that. But we always looked at, you know, when you, when you focus on these little glitches, it's really only 20% of the time, but the communication is so important, because you gotta get parts involved in, you know, everybody has to be on point. So it's pretty much just looking at those appointments a day or two early to go ahead and stage those parts. So when the tapes get there that night, they're already loading their truck up for the next day. We're pulling parts that we may or may not need. And that's why it's so important because we always forget about how important parts are sometimes and they're like,

Paul J Daly: 18:21

do you need that one? Right? Yeah.

Jeremy Stephens: 18:25

If you ever had a bad parts department, you know the value of having a pretty daggone good one and it's basically supports everything so you know, getting the parts manager on board knowing that I'm going to grab extra parts and heaven own This van is going to be out of his department. And trust in our guys to make sure if they don't use it, they're bringing it back. So so a lot of

Kyle Mountsier: 18:45

guys got parts inventory in 10 different suburbs. Golly, wow. didn't mind

Jeremy Stephens: 18:54

this stuff, you know, getting everybody's buy in and support because if you know if one leg of it doesn't, you know, mesh, well, it just throws it has that ripple effect. Okay, so let

Paul J Daly: 19:05

me tell you, they're loading parts for the next stage jobs that are already kind of lined up in dispatch, they come back at the end of the night, they load the park for the next day prep for the next day. What time do they do they come in to hit the ground. So

Jeremy Stephens: 19:19

different different times. Majority of the guys, they arrive at historic seven o'clock. I got another group that gets through about nine o'clock. They're usually a little bit later just depend on their different fleet companies and stuff like that. So yeah, so it's seven o'clock and, and some guys depending on what time they get back, if they come back, if they have cars, you know, with working on cars, you never know. So we had one group that gets back a little bit later. So he didn't load his van up. He waited for the next morning to loaded up. So you kind of gotta be flexible with some of that stuff. But yeah, they're definitely proactive load stuff up the day before. So it's the time seriously that most of them are there seven o'clock ready to roll.

Paul J Daly: 20:01

And there's traffic. There's all these contingencies actually. Especially,

Jeremy Stephens: 20:06

especially here in Florida, I 95 It's like once a week, you know, the drivers for Texas, there's a wreck and you know, and that's

Paul J Daly: 20:13

what you get. That's what you get for all the nice weather. Yeah. Any traffic in Syracuse

Kyle Mountsier: 20:21

is it is the technology there and supporting this, like the messaging systems, the communication systems, the routes, the understanding where the driver is when the driver is? Or are you having to like, basically develop communication platforms or develop communication avenues that are like one to one right now, where's the technology and its ability to support this.

Jeremy Stephens: 20:45

So most of their technology is like a web based chat chat group. Basically, on that we're, we're actually testing out some dispatch software's to kind of build some routes. The right now these guys are, I mean, they, they're using spreadsheets right now to create these routes. So nothing complex or anything like that. They just have a weekly spreadsheet, and they put the routes on there. And, you know, we got some, we got some clever technicians that will put it on their own up to, you know, these different moves so many different platforms and trying to find the right one that works with everybody is kind of tough, but there are technologies out there.

Kyle Mountsier: 21:21

Just that's a massive opportunity. I think someone's gonna scoop that up this

Paul J Daly: 21:25

year. So we're gonna look back on this, we're gonna look back on this interview, and it's going to be laughable in. Right? It really is because like these, these are the low hanging things that if you're an early adopter, you're either a part of a figuring out how to do it best or be hanging on until the solution is in place. Which is just another indicator that you know, you are an early adopter pushing the envelope. And, you know, we know you know, Ed Roberts is not one to sit around and wait for somebody to do something. He's like, you figure this out. Let's try it. Right. That's amazing.

Michael Cirillo: 22:01

I love that we also timestamp this conversation because when somebody does do it, we'll get royalties into perpetuity.

Paul J Daly: 22:07

Let's actually let's start saying all the ways we can think of to do it. I always said,

Kyle Mountsier: 22:15

I put a put a few patent filings together, we'll throw all our names on it and it'll just

Paul J Daly: 22:21

the funny part is is they're just like a several dozen other industries that do things like this on a regular basis. That's right. It's actually really surprised like edit any home repair technician, ah, fact Tech's right like they have a route they have parts every day they have customers are in and out of houses working on a lot of different types of units. It exists it's it's really interesting that as with as much money and resource and reach as automotive has these things, we're still it actually just shows that it's reacting to a need faster than it can actually stack stack the tech to do it. It's like the Central Tech only and let's start seeing what happens. It

Jeremy Stephens: 23:01

is aggravating because it's like as far as like dealership and manufacturer you know, we got evey cars and cars that can basically drive their sales that our software system it's like, we got to catch up all the time. And I think he's coming I think this is this, you could definitely see him that a lot of software. DMS is are starting to kind of change that a little bit.

Paul J Daly: 23:28

Oh, yeah. Oh, yeah, at some point, I mean, I'm sure the technician will be able to access the vehicles computer from a distance, right, like over the air technicians like Oh, I'm going to work on this 2023 You know, Ford F 150 Lightning right now because it's in the system, he can press the button, access it read the code, right? Try a couple things like that's coming that's

Jeremy Stephens: 23:50

already here, they can already do that. Oh, they can

Kyle Mountsier: 23:53

see that's how much we know it's a record this podcast a year

Jeremy Stephens: 23:58

not not the actual technician but we can look into see what's you know, codes and their colors and stuff like that. So it's that's pretty cool, though.

Paul J Daly: 24:08

What point what point Kent, like, who can see that information?

Jeremy Stephens: 24:12

So usually, you know, and this is still new to him because it's a whole different brand. So I'm drinking from a firehose before before but just so we had the sense to where you know, they look back at the I can't I wish I could tell you the name so but then went back through they can tell what code was in the car and all sorts of stuff like that through through the website. Oh

Paul J Daly: 24:35

there you go. It's all there.

Jeremy Stephens: 24:36

So my school laugh at this is like that, Ed I don't even know what this car but hey, look like someone who's

Kyle Mountsier: 24:42

learning. We'll give you a break and you're learning and the thing about it is like it at this point and you know, we'll circle back to the the fact that you've you've got this passion for leadership, like good leadership can empower people that already know how to do the job and learning along the way works and So you're gonna have the ability and already do have the ability to coach these people and to the success that that, that you are going to demand department. So that's amazing. Well, Jeremy, it's been an absolute pleasure. We've laughed, we've hung out, we've learned a couple things, we learned that you can do something that Paul thought he was dreaming. And, you know, we're excited for your new role, and we can't wait to see what comes out of it. Thanks for joining us here on Auto Collabs.

Jeremy Stephens: 25:27

Thank you for having me.

Kyle Mountsier: 25:32

My favorite time in every single podcast that we have is when one of us is like, oh my goodness, what about this amazing, inventive idea. And

Paul J Daly: 25:41

then the guest is like,

Kyle Mountsier: 25:42

yeah, that already don't.

Paul J Daly: 25:46

You guys are easily excitable. Well, what he did what what Jeremy did tell us after the interview, was that he had left the dealership world as a technician to start his own shop. And there is a fire and the whole shop burned down in an hour. And this was like 15 years ago. And he bought a trailer went to the Craftsman store, remember those, filled it with tools and started his own on site repair facility? And we're like, how come you didn't tell that story in

Kyle Mountsier: 26:14

the interview in remote work for 15 years?

Paul J Daly: 26:17

I mean, I think it's just indicative of somebody who understands how to get things done. And that doesn't let anything get in their way. I

Michael Cirillo: 26:23

think he had media training. I think somebody ahead reserved the best story for when they stop record because then they'll invite you back story. But

Paul J Daly: 26:33

without a doubt. We have to visit them. We've been saying we want to visit Bozar

Michael Cirillo: 26:38

we've got to I mean, what an amazing show up. Amazing organization. I love following Ed's posts on social I'm definitely going to connect with Jeremy.

Kyle Mountsier: 26:50

And if you haven't met Letti and Bo, Bozard, those people they don't mess

Paul J Daly: 26:56

around. We're just going to show up. That's it. They have a diner there, right? There's like a restaurant.

Kyle Mountsier: 27:00

They got they got everything that feed your kids gonna knock on we're gonna knock up when they go to entourage with. Ah,

Paul J Daly: 27:12

well in America like we knock up you go.

Kyle Mountsier: 27:16

I don't know about that. We're gonna get out of this podcast before we get too deep into it. Hey, on behalf of myself, Michael Cirillo. And Paul J. Daly was joining us on Auto Collabs

Unknown: 27:28

sign up for our free and fun to read daily email for a free shot of relevant news and automotive, retail media and pop culture. You can get it now@asotu.com That's ASOTU.com If you love this podcast, please leave us a review and share it with a friend. Thanks again for listening. We'll see you next time.

Kyle Mountsier: 27:59

Welcome to Auto Collabs Are we recording

‍