Kia Tops Inventory Efficiency Ranking, What Group Is Best At Service Scheduling, Apple AR

Kyle Mountsier: 0:30Welcome to Tuesday, June 6, friends,friends come on today we're talking about some chart topping efficiency. First in amazing service scheduling and Paul on a Windows talking apple.

‍Paul Daly: 0:46

I can tell you really, really badly wanted to

Kyle Mountsier: 0:49

get there. I wanted to get to that last part.So bad that I was anxious about it. I wanted to tell everyone that you're on a Windows. I'm not on a Windows computer. Oh,you're on a Mac. Oh, yeah.

Paul Daly: 1:01

I'm on a Mac. So

Kyle Mountsier: 1:04

sometimes when

Paul Daly: 1:07

I'm working from home today, and I'm at the desk, my son, my son, Myles, who's one of our editors, he's got his whole like, the things you spend your money on when your kid right?And he's got like these computers that he builds, and there's all these screens in front of me. And I'm not using any of them. I just have my Mac on a shoebox. Because it's a Windows machine. And it's like,I don't know what to do with my hands.

Kyle Mountsier: 1:27

Where's the command, but it's all command buttons, everything like you go from an apple to to a PC. And it's like you just lost your life. You're like, what's the control? I don't even know what control is. Never used that. So true. It's so bad.

Paul Daly: 1:45

Oh, well. Yeah. Good to be here with you today. We got a lot of stuff coming out.We're really excited. We're just a week away from being in Atlanta for our live tonight at the Buckhead theater. So that's going to be next Wednesday, a week from tomorrow, June 14. And we have a whole list of speakers. We have the band from Nashville coming in. We have swag. We have amazing food. I believe it's being catered by the same catering company that does the Atlanta Falcons. I've heard Yeah, I've heard that's our

Kyle Mountsier: 2:13

thing. Like player player stuff for the Atlanta Falcons. Yeah, not like not like no stadium or any No.

Paul Daly: 2:20

Which means we're getting the better stuff. Like I don't care about the whole stadium stuff. Right? Exactly.And we're gonna have a screening of more than cars we're gonna put on the full life tonight show. So if you are a dealer or work at a dealership and you're in the Atlanta area, or can get there, please go to a so two x.com you can get in for free if you're an industry partner. It's only 49 bucks. We'd love to have you there. We're gonna have the red carpet really memorable night. And yeah, hope you can join us because gonna be real thing.

Kyle Mountsier: 2:47

Come on out,Hey, we are releasing new episodes of auto collabs. If you've been a part of a so do the pod verse for a year or so.We launched auto collabs. About a year ago, there's been ebbs and flows in and out of it. But we're running hard, releasing these really dynamic, slightly more long form conversations not quite Joe Rogan style. But a good 20 to 30 minutes depending on on the conversation and they're just people that you need to meet. If you're around Otto and want to know who the movers and shakers, the people trying and working on the hardest things or caring for the people the most, you're gonna want to check out auto collabs.So today, we've got a really,really cool Canadian named Devin SULI that you've got to hear his story and what they're doing up there in Canada. So check that out. It'll be online at noon,Eastern today, streaming as well as on all the podcast podcast platforms,

Paul Daly: 3:40

and it's auto collab co L, L. A, B S. Alright, let's get into some news.

Kyle Mountsier: 3:45

Let's go alright, Kia

Paul Daly: 3:47

has retaken the top spot in its US inventory efficiency scale, surpassing total Toyota, according to cloud theories index backed by a strong performance of the Telluride in the sporters. Those are two amazing vehicles that are crushing it. Kia scored a155 on the index, while Toyota slid to 140 9.6. Lexus and Honda also made significant gains. So basically, this inventory efficiency index gives a score to auto brands based on active inventory and sales data relative to competitors. So a score below 100 signifies that supply exceeds demand, they have more cars than they can sell.And once you start going over100 It indicates that the brands vehicles are selling more efficiently than average so that more people want them then you have and you're getting them out to the customers. It's a good problem to have. And so although that is the whole national score, regional scores can vary,obviously with different reps and different dealers in different regions. But basically, Kia Lexus, Toyota and Honda are dominating are winning in at least two of the regions across the country. So I guess key is just really stepped up its efficiency game.

Kyle Mountsier: 4:56

I mean, if you look at the data on day supply I have new car inventory, right?You see that? That's the reality, right? These these four brands are consistently, like low on the day supply and inventory. They're they're managing their day supply. Well,their dealers are more profitable. I've talked to a couple of dealers recently,they're like, man, Hyundai, Kia,I've got those stores. They're just running and gun cleared my top of my list, we prioritize a lot of their stuff in marketing and advertising, because we know that customers love the cars that profitable. It's a good customer base. So it's not a surprise to me that those brands are hanging in there. And, you know, back 810 years ago, if you would have told me, yeah,Hyundai and Kia gonna be at the top of the list for sales efficiency, customer satisfaction, you know, dynamic

Paul Daly: 5:48

build quality technology.

Kyle Mountsier: 5:51

I laughed you off the face of the planet. So kudos to a lot of the turnaround that they've had over the last eight to 10 years and, and the stuff that they're doing amazing.

Paul Daly: 6:00

Yeah, it's been amazing. Speaking of, I don't know, the turnaround. We just needed it. We tried times you just need

Kyle Mountsier: 6:13

right sometimes you just gotta do it.

Paul Daly: 6:16

2023 psi service telephone effectiveness study by Pied Piper ranked the 17 largest auto dealer groups based on the ease of scheduling service appointments by phone. So how easy is it to get a service schedule or service appointment by phone? The pause,

Kyle Mountsier: 6:33

pause before your challenge before you say this before you go there. We've got a nail in the tire of our Toyota. Right now.

Paul Daly: 6:43

Do you really? Yeah.

Kyle Mountsier: 6:45

Not a joke slowly? Not a big deal, right?I'm telling you what, you want to talk about just a rigamarole.I'm trying to figure out the chat platform and the calls and does the person answering phone call? And can I actually open the service scheduler on the website of the three local dealers to me? I mean, I get why there's there shouldn't have to be a study about this. But there is because it's like I'm in the industry. And I'm like throwing my hat are still

Paul Daly: 7:17

having a problem.You're still having problems.You know, we're gonna paint over the nail is Do you know the nail is? I know exactly

Kyle Mountsier: 7:23

where it is. It can be filled. Yeah, it's not on. It's not.

Paul Daly: 7:27

Yeah, it's called 99at Autozone. And a little call with your buddy here, I can coach you right through that.You're like that get get outside,

Kyle Mountsier: 7:36

there's thing called, there's a thing called it will be faster.

Paul Daly: 7:40

It's scheduling a service appointment. Group of the 17 largest auto groups that made the list group one automotive took the leader friends there with a score of 65out of 100. I was like 65 out of100 is the top score that's followed by Berkshire Hathaway auto, they got a 63 of the kin Garraf group who got a 62. So basically, scores are derived from 39% efficiency or 39quality data points. And 62% of the score comes from efficiency and 38% of the score comes on quality metrics. So basically,they call posing as a customer,and then they start ranking it based on these of the 1700 39.Dealers included in the study13% had scores above 80 20% had scores below 40. So the average is 58. Basically, here's a quote from the pied piper CEO Fran O'Hagan, he said customers who find scheduling service appointment difficult vote with their feet by moving to another dealership or independent shop or postponing service.Postponing services is probably the biggest one, because there's not much better going somewhere else. Yep.

Kyle Mountsier: 8:55

been postponing service since Friday.

Paul Daly: 8:58

Legitimately right and your family vehicle.

Kyle Mountsier: 9:01

It's my family vehicle. And I'm like, Well, no straight. Yeah, we're like moving vehicles. I'm driving that one because yeah, it's just it's, um, you know, it's like, I get it. I'm right there, you know. So, like, the frustration is real, whether it be the online service schedule, and this is obviously phone calls,because Pied Piper, like prioritizes phone call type stuff. But, you know, when when you talk about just the ease and efficiency, and the lack of ease and efficiency that it takes to schedule service, I would, I would say, like if you are right now, not calling your service BDC or having your friends call your service BDC or whoever's answering your service phone calls a couple times a week, to make sure and inspect that touch point. You just think about the number of people and the lifetime value of the customer on a dropped service phone call and the opportunity that you have to make a great customer impression or fail that customer impression right there. That touchpoint that moment of truth as our as As Emory on our team says, is so crucial to your long term viability and success as a brand. I don't know what else you would want to inspect more often. So like, if you're not a part of this study, if your group isn't part of the study of your dealership wasn't a part of the study, make the study on your own. Because it is it is a huge customer satisfaction piece.

Paul Daly: 10:20

It's the best way to like ruin a great sales experience. Yeah, absolutely,really annoying. Service Call scheduling experience, right?All of a sudden, it's like,yeah, you know what, maybe I'll go somewhere else I know. Well,speaking of amazing experiences,segue

Kyle Mountsier: 10:41

if you didn't catch it at yesterday's Apple,WWDC, so the worldwide developer conference, the apple, the company, Apple unveiled its much anticipated VR headset, they're calling it the vision Pro, and it comes in at 3499, the headset is over three times the cost of meta pros Metis Pro headset, and seven times the cost of the most popular version headset features a high resolution 4k display for each eye, impressive video pass through and advanced hardware interactions, some of the really cool things that are able to happen is you can go between the real world and virtual view. So basically, like, if you look at it, it's kind of goggles that have see through ability, so you can actually like keep it on and still interact with the real world. Or, like you could go skiing in it. It does, like everybody's calling it Apple's new ski mask, right. You can capture images and video and all you have to do is use your hand as the controller. So it's very like haptic and real world in the in the way that like things are touched and felt, you know,probably one of the most stunning parts of it that I saw was the, the how they talked about viewing sports in this world, where like the whole, the whole arena of what's possible in viewing sports is right there in your world where you might be able to actually watch five sports games at a time. Plus,see some interactive stats or you know, a little bit of a video vignette of the player that just scored or, or just some crazy stuff that might be able to happen in this virtual reality world around what's happening in actual reality.It's wild.

Paul Daly: 12:26

Did you know that? So when you put these goggles on,you can kind of see the user like you can see their eyes like you can like see true. Did you know that's a screen you're not actually seeing through? Yeah,it's a video. It's a video,you're looking at a video the person's face that it's capturing on the inside. It's just I went between like looking at pictures of this on the website, like it's the goofiest thing I've ever seen, like just thinking of people walking around. But then when I started looking at the demos, I was like, I bet the immersive experience is really cool.Because we have like the PS with the PlayStation VR goggles, and my son is the meta quest goggles. And I was like, Oh, I'm not putting those dumb things on. And then you put them on,you're like, Okay, it's pretty awesome.

Kyle Mountsier: 13:06

Yeah, like, I love the fact that it's $3,500.

Paul Daly: 13:10

Right? It's more than my first car buy a lot. Yeah,

Kyle Mountsier: 13:13

but when when when I look at Apple, I always see them just going hard on value and price and just being like, Nope, we're gonna make the absolute best thing that nobody can touch right now. We're gonna price it so that only the only the people that really, really want it that that can afford something that can engage with it at a super high level can afford it first.

Paul Daly: 13:38

And, you know, the way they can make it now Apple stock reacted going into the event stock was getting bit up,right, because people really excited about it. When it was released, the stock price went back down. Because obviously it's very clear, it's gonna be a while before this is a mass adopted product just because of the price point. Yep, you know,for starters, and, like, Apple's been working on this for a long time. And they did kind of make a concession and say we're going to release the product, even though they felt it wasn't really up to like the Apple experience, because it's got a tether for a battery. You know,there's some things that are very unethical about it. But that's what what it takes to move things forward. I bet it's a pretty amazing experience.Maybe I'll check one out at the Apple Store. I'm not I'm not pointing up $3,500 To do this just yet.

Kyle Mountsier: 14:24

No chance. Well,what were some other cool things that happened yesterday at at the announcement like that? What you don't think so? Yeah. I didn't know that. There was here's the two things in the new iOS that I think are just mad. I knew you were gonna bring up an iOS. Yeah. So the first thing is like, do you ever get those those Voice Memos in text and you're like, Oh, is

Paul Daly: 14:50

it good to transcribe them?

Kyle Mountsier: 14:51

It transcribes it right there in the voice memo in text so you don't have to worry what's behind that creepy voice message that you have no clue what's about to happen in the room full of people that you have no clue what the person like our friend Brad Pascual put behind that name. That was no

Paul Daly: 15:08

idea that because just owl owl who is our event director, just like two days ago, he sent me a voice message guys probably on the run. And then they sent me another one. I responded in text like I just don't read them because I don't have time or I'm somewhere where I can't Yes. And I find it was like, hey, like, if you send me a voice memo, I'm not just use voice to text I'm not gonna see I was like, actually be easier if you sent me a voicemail. I can't believe I'm gonna

Kyle Mountsier: 15:32

write. Yeah,because it transcribed. So now that'll transcribe. The other piece that I think is amazing,is when someone's leaving you a voicemail on an Apple phone on an on with the new iOS, is when you send it to voicemail. It will in real time, transcribe that voice message on the screen with that person's photo op, and allow you to bump in and answer that call as they're leaving a voicemail.

Paul Daly: 16:02

That's the old school call screening. Remember that feature

Kyle Mountsier: 16:04

that unbeliever?Yeah, it's voicemail. What are they talking about? Boom, hit Listen,

Paul Daly: 16:08

Brian Ortega is watching the stream right now.So I'm gonna say this for him.Because you know, the life where you would come in, or someone would call on the old school phone and you'd let the void the void. You know what I mean?Like, you got voicemail. There used to be a thing called an answering Nadeau, kids, there was literally an answering machine I know. And it was sat next to your phone. I know, you know this. But there's a lot of people in here. I've never had one of these. And it would sit there next to your telephone on the table. And when someone calls, right, like nobody pick it up, nobody pick it up, right?And then you wait to see if it's someone you wanted to talk to.And then like you could pick it up. And everyone knew they were getting screened, right? Yeah,hello,

Kyle Mountsier: 16:44

I know you're there. It's so perfect. Yeah,the other piece of that is,you'll be able to actually set what your ring visual looks like. So like, you can set the screen that comes up if someone else has an Apple phone, you can set what comes up on like everybody else's phone. So like your little vibe and your little like, the way your name is set and stuff. I'm excited about that. That's a big branding play. Like that's a personal branding play. You know, I love go full sunglasses, kudos to Apple, if you haven't gone to apple.com. And you don't have that you should check it out.Because it's like, here's,here's how you're gonna tie this down. Right before we get a little crazy. Let's do like Apple. Apple has become the, the like the way that we interact with the world, even Android apps start to mirror the way that that that Apple starts to define the way we interact with technology and interact with purchasing processes. And so if we if you are in retail or in consumer experience or in user experience, recognizing where Apple is heading, and starting to tune your business to the customer expectations based on that is extremely important. So your team should be heads up on that. Even if you're not developing a web app or changing your website or anything like that. You should be aware of the changing customer expectations based on the way that Apple drives the world.

Unknown: 18:05

There you go. Boom.Hey, show. That's a

Kyle Mountsier: 18:09

show had to tie it down. But today's Tuesday,say we got customers to serve.Doesn't matter if you're in VR goggles or in the real world,people matter. Get out there serve someone. Let's go

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