How to start and Run and Undercoating Business – Ep147

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Ernesto Jamie – Madison Auto Protection & Rustproofing

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You have found
Authentic Business Adventures,

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the business program that brings you
the struggle stories and triumphant

[00:00:11]
successes of business owners across
the land.

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We are locally underwritten by Bank
of Sun Prairie and as you know,

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past episodes
of Authentic Business Adventures can be

[00:00:21]
found on the podcast link
at DrawInCustomers.com.

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My name is James Kademan, entrepreneur,

[00:00:27]
author, speaker and helpful coach, to
small business owners across the country.

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And today I am excited

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because I am welcoming/preparing
to learn from our Ernesto,

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the owner of Madison Auto Protection
and Rust Proofing.

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And he’s got a sidekick here, Lester.
So are Ernesto,

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Lester, how are you guys doing today?
Pretty good.

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Very well.
Awesome.

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Awesome.
So let’s start Ernesto, with you.

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What is Madison Auto Protection
and Rust Proofing?

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Well, it’s a company we use.

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You know, we protect cars.

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That’s what we do, is we take care
of the customer and protect their cars for.

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All right.
Rust in Wisconsin.

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So I have to apologize because when I was

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let’s call it 16, 17 years old,
I get my first car.

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Yeah. I didn’t know that

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they just rust just
by existing in Wisconsin.

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Yeah.

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So I learned that.

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And then I found that you can
get these cans of undercoating.

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So I was just
I was annihilating the bottom of my car

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with that stuff and I think I did
more harm than good with that.

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So it took me a few years to realize

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that there was actual professional
companies that undercoat your car.

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So can you talk about why people
undercoat and what it is?

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I guess the material and stuff like that.
It also depends on materials.

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You know, during the years I learn,

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it’s like you say, you know,
different materials of work and stuff

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that don’t work, like,
for example, like rubberized on a car.

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And that’s one of products that

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looks good, but it doesn’t
perform the way it should.

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All right.
So that’s one of my one of my experiences

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on the area of rust proofing cars
that I know what actually works.

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OK.

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So let’s say if a car works.

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It was different from anything else.

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Ours is not rubberized.

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So it’s a self-heal product.

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And we do have two different
products, which is. OK.

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We apply them on what you car
can can be applied to. Gotcha.

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So let’s say for like for example,
like a truck like yours.

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Yeah.
Which is the one with these was like rust

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free with an older truck,
which is we can do the process of wax and oil.

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Yeah.
I went

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I drove a long ways
to get a rust free truck.

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I had to find one. In Wisconsin
they don’t exist.

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Yeah.
So something like that.

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You know, we can apply the wax and oil

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for the first coat will be wax.

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And on the second is an oil base,
which is, you know, the

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the oil base is what actually
really works in the long run.

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But that product would

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wear off on time.

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So by applying the wax and oil, you can
keep the oil longer on the actual.

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Yeah.
OK, so the wax goes on first.

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Yeah, the wax goes on first.

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OK, and then there’s a second
application of oil on top of the wax.

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Yeah.
OK, you mentioned self healing.

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Yeah.
So how does that work.

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So let’s say if you apply the

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rubberised on the coating,
if you have friction on the frame,

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there’s nothing you can do
with that, it doesn’t work.

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This is the way cars are built.

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They’re going to have friction

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and that the friction, the friction,
a crack your coating.

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So that’s, that’s how you actually have

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the rubberized
higher product it will crack

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and would let the water go into the
between the trulock and the metal.

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And like you just say, you know,
it will make more harm than good

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in the long run because
the moisture will just not dry.

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It will stay there.
Yeah.

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It will start eating up the metal.
Oh, so it essentially gets trapped.

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Yeah.

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So you’re when you spray that stuff
on there over the course of time,

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you’re essentially creating
places for water to hang out?

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Pretty much. The opposite of what you’re
trying to do. Especially with the brine

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here in Wisconsin,
you know, and especially

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the spray so much that stuff is so liquidy

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it will just stay there and

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eat the metal so, so. Interesting.

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Faster than other state. I had
a Jeep Wrangle TJ

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that I was spraying just so much
undercoating on there

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and I drove it in the winter one year and
that frame almost didn’t exist anymore.

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Yeah, that’s. It was crazy.

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I thought it was I thought I was
protecting it, but apparently I was harming it.

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Yeah.
Because he was what it was doing was

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just dropping everything.
Sure.

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Interesting.
Yeah.

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Wow.
So you know, so going back about our

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process, you know, that’s why
the waxing oil is so affective.

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So let’s say with the friction,
you’re not going to have that cracking.

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All right.
The oil will heal the wax sometimes.

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Yeah.
So that’s that’s what’s so good about it.

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That’s cool.
Yeah.

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And you do a reapplication every year.
Yeah.

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So we do a touch up

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just to make sure everything is
nice and covered. OK, because over the course

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of time, yeah, because this is
nothing that’s forever right now.

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You got to you got to see the truth when
you’re playing,

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when you print any product, you know,
nothingness, you need maintenance.

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And everything is just like you think you

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can’t get all your chain three thousand
miles over five thousand miles.

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So you got to get you under
by taking care the same way.

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So it’s the same thing.

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Interesting.

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So let’s talk about how you
got into this business.

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Yeah.
So how long have you been doing this?

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I stopped doing this since 2004.

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OK, it’s been a while.
Yeah.

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All right.
Yeah.

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How did you get that first gig.

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Oh we’re just like, hey,

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nothing would please me more than
hanging out under car spray, you know?

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And I was like working with cars.

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OK, all right.

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You know, I move to United States in 2002.

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OK, so, you know, I work in a catering
business for a couple of years.

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I mean, you’re in business.
Yeah.

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Oh, wow.
OK, so 180s gets there.

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Yeah.
So I always knew that when I work it

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because it does mean a new country and,
you know, new surroundings.

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So you don’t know what’s going on right
now, plus the language barriers there.

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So it’s going to showup.

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One of my brothers is not working in
a place where I work for

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12 years.
Oh, wow.

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OK, yeah.
So he’s the one who got me into the job.

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Gotcha.
All right.

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So that was my position now is
I start working on other stuff.

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Rossborough think,
OK, that’s what I was doing.

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So did you know anything about rust

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proofing, so to speak, before you got
together to kind of learn on the job?

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I didn’t know anything about what I was

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surprised when I came to you and
especially Marzel, how bad the car was.

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Oh, yeah.

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So, you know, coming from Mexico,
which you don’t see something like that,

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and then you come here,
not a whole lot of salt on the road.

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And then you see a five year old

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Columbanus is missing
half of the rock panel.

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Oh yeah.
We will like amazing.

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Like what?
Heck, yeah.

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I was looking for a little truck

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and I was looking at Toyota Tacoma
and Nissan Frontiers and I learned

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that Tacoma’s have their frames
replaced under warranty.

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Yeah.
And I thought, wait a second.

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The whole frame
like that’s a lot of bolts.

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It seems so weird to me.

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But they just and also, you know,
people don’t know this much about they

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don’t realize some of them get the frame
replace, they got the frame undercoat.

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Oh.
All right.

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So then I will say seventy percent
of the strokes and got the frame replace.

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Did not you have to have
severe damage to it to the place which is

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which I’m talking about that we just
have about 2002 tundra on the submarine.

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Yeah.
It got to the point where the frame is,

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you know, crack in the middle
of the back end, correct.

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Yeah.

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This seems like a little
bit of a safety issue.

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It is, yeah.

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OK, now I just blew my mind
in the in the 2000s here, right.

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Yep.

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So I actually had a friend come
into his shop and his he had a Prius.

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What year was that.
Prius 2006.

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Twenty six Prius and the spring
had rusted and the spring.

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The metal spring broke.
Oh you’re kidding.

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Yeah.
And so we took pressure off of it.

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The spring was just it was you could tell

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it was rusted but it was
just like came apart.

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Wow.

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And I don’t know if you’ve seen other ones

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and that that’s the one that I was
experiencing that my friend had came

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in there and it just blew my mind that
Russ could actually be that powerful.

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Wow.
Yeah.

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Because you’re talking about metal.
That’s yeah.

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That’s super.

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And so that really was an eye opener
to me and to to what it can lead to.

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Sure.
Interesting.

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So generally speaking,
I guess from your experience,

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does the public know that there’s a way
to prevent this,

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or is it just kind of like they
just sell the car when it’s arrested out

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kind of thing or drive until the seat
falls out in rust proofing?

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The be back in the 70s was for a while
for a worker back in the 70s and 80s.

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You know,

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I don’t want to make
that rust proofing time.

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OK, so in other words, the shops came
along and seventies and eighties,

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but the industry went
through the dealerships.

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So let’s take that business and you know

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that resell the product
for a higher price, OK?

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And then, you know, they will sell it,
send it, send the car to the players.

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All right.
So that industrial customers know how

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to take care of the car
for the winter went away.

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OK, just be cool so that you
can have our private lives.

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Well, sure.
OK, yeah, that makes sense.

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All right.
So that’s why, you know,

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like the newer generations, I mean,
people from the 70s and 80s, they know.

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But the steel still back in the days or

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even the early 2000s,
if you want to cross,

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can’t you have to go through
the dealer and they’ll send it to the.

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Oh, really?
Yeah.

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Wow.

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So now nowadays, you know,
you can actually see the more companies.

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So they can actually go
out of the dealerships and get on.

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All right, Frostproof and I remember

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the little stickers that had little
tank that said auto armor on them.

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Yeah, I think in the 80s.

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So that’s one that was was out of armor,

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which is the company on the different
names of the same problem.

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So they play the same product.
Oh, interesting.

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As like six different names.
Six different names.

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Yes.

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Yeah.

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So they own six different names
but they apply the same product.

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All right.

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As you know, just given
the paperwork is the same thing.

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We just different
different logo and different name.

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All right.
All right.

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So how or has the technology really

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changed in undercoating
in the past 20, 30 years?

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Are companies like that then, aren’t they?

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What they did say, they became
they went for a cheaper problem.

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OK,

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I performed for a couple of years,

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but the same thing is
the rubberised on the corner.

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On the long run, I actually do
more harm than they do now.

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OK.

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Those new companies,
just the belowdecks and stuff works.

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That’s what I like about it, you know.

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So that’s why my company, you know,
before I went on business,

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I did so much research on it,
see what would actually work.

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All right.

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Well, actually, I can I can say to my
customer, this is why I’m selling you.

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And this this is going to work.

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All right.

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A place is the place where I used to work
in, like I was just an appliance.

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It was the guy who was
doing the undercoating.

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That’s it.
But at the same time, you know,

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you cannot close your eyes when you see
a train coming back two years after.

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And as you know, from everywhere, oh,
after you choose just two years price.

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So you can see the before and after
and oh, you just wasted your money then

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pretty much, you know,
like it becomes more like, hey, man,

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this is this is just someone
stealing your money.

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Oh, they’re selling snake oil.
Yeah.

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I mean we can make it look nice and black

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and kind of stuff away,
but sure it still will be there.

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All right.
So for the next hour, it’ll look good.

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Yeah.
For the next six months.

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And as you can, that’s
not going to come back.

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Interesting.
All right.

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Yeah.

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So how did you come across this,
the two stage product that you use?

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So I researched online for, you know,

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I was so how when I was supposed
to go on business with my brother,

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when the owner of the shop that I
used to work for, he was retiring.

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So that’s the business.

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It didn’t work out between him and I.
Okay.

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Your brother in you right now.

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So we think we don’t we
came in different terms.

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Should you work out for me?
I’m wild.

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So I started doing my own research.
All right.

[00:12:41]
That might be for the best, right?

[00:12:43]
Well, family can be a challenge.

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Know this like they say, you know, working
working with your family as they have to.

[00:12:51]
It’s tough to fire them, to fire them.

[00:12:54]
They know you have feelings attached.
Sure.

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Yes.
It’s really the car.

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Yeah.
Next Thanksgiving dinner.

[00:13:00]
A little tough.
Yeah.

[00:13:01]
This is just the worst for the best.
Yeah.

[00:13:04]
And it’s fair.

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But also, you know,

[00:13:07]
even if I buy those business,
I was thinking to move on from Gnaraloo,

[00:13:10]
OK, that sure we pay the law
and I was thinking, you know.

[00:13:14]
Right.
I’ve got to be on my own.

[00:13:16]
It wasn’t the way I will stay there.

[00:13:18]
So if they just speed
up the process, let’s

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just bypass those early stages.

[00:13:24]
So I just speed up the process, you know,

[00:13:26]
but it speed up the process
will speed up that quick.

[00:13:31]
Oh yeah.
So the business is going really well.

[00:13:33]
So business was going well, you know, I
selling the product and I’m proud of it.

[00:13:39]
I seen the results.

[00:13:40]
I think cars come back.
Yes.

[00:13:42]
Exactly what I was expecting to see.
Yeah.

[00:13:45]
Hopefully when you saw
mine recently it was OK.

[00:13:48]
Yeah.

[00:13:48]
Them and you bring yourself
as clean as I thought.

[00:13:50]
It will be sweet.
Yeah.

[00:13:53]
Yeah.

[00:13:54]
I was actually at the very
early on stage with him

[00:13:59]
when he committed to the product.

[00:14:01]
Me and my friend were helping him set up.

[00:14:04]
My friend basically did
the technology work for his

[00:14:08]
website.
OK, sure.

[00:14:09]
And I was given him like researching
the product, what he had told me and come

[00:14:16]
to find out, the Canadian army actually
uses this product under a different name.

[00:14:21]
It’s the same product in the US.

[00:14:23]
It goes by a different name.
Wow.

[00:14:26]
And so I found that to be
very interesting.

[00:14:29]
And then it just kept getting deeper.

[00:14:30]
And I was surprised that no one else was
on in this product because it was around

[00:14:36]
the Canadian army, was that they had it
ten years plus at that point, ten years.

[00:14:41]
So I was really, really shocked.

[00:14:43]
And it’s almost like if
a business kind of has

[00:14:48]
the lock or, you know,
no one else the monopoly on it

[00:14:52]
to break to break into that even,
you know, it was it was quite amazing.

[00:14:56]
And then a company out
of New Hampshire got.

[00:14:59]
The product and then started distributing

[00:15:02]
and you really I think you really have
to do a lot of research

[00:15:06]
to come to that point,
and we’re one of the only ones

[00:15:09]
in Wisconsin with this
product in the beginning.

[00:15:11]
Yeah, yeah, at the beginning.

[00:15:13]
And

[00:15:15]
and going back to one thing you said
about where he checks it every year.

[00:15:19]
Yeah.

[00:15:20]
What he’s actually looking for is rocks
are the main culprit to this product.

[00:15:27]
Sure.

[00:15:28]
Because he’s had he’s looked at products

[00:15:31]
that come or he looked
at his product a year.

[00:15:34]
If you’re not in the heavy gravel

[00:15:35]
and stuff like that, there’s
nothing he really has to touch up.

[00:15:38]
Oh, and so it’s really that’s
like the only combatant.

[00:15:42]
And we’re talking minuscule compared

[00:15:44]
to the rubberised product where it’s like
completely peeling off and large strips.

[00:15:49]
Yeah.
And my jeep, it would come off in sheets.

[00:15:52]
Yeah, exactly.

[00:15:53]
With a rubberized something
on the suspension.

[00:15:56]
And I was getting rained on with rust

[00:15:58]
and crushed and this sheet
of undercoating on one side and frame

[00:16:03]
the other side came down
and I thought, huh, that’s not good.

[00:16:09]
So I sold the jeep.

[00:16:11]
I this is a headache that I don’t I don’t

[00:16:14]
know how deep this goes,
so just get to work.

[00:16:16]
Just curious how you found the product.

[00:16:19]
So and it’s interesting because to find

[00:16:22]
you specifically, I didn’t
know you existed before.

[00:16:24]
Yeah.
So I jumped on the Google machine and I’m

[00:16:27]
like, hey,
I bought this truck out of California,

[00:16:30]
so it’s rust free and I’d
like to keep it rust free.

[00:16:33]
So I knew that undercoating was a thing.

[00:16:36]
Yeah, I knew that undercoating
was such a thing.

[00:16:38]
And I bought it in the winter of last year

[00:16:42]
that I called the dealership was just
some tiny mom and pop dealership.

[00:16:45]
I bought it from out of state and I called

[00:16:48]
them up and said, hey,
do you do undercoating?

[00:16:50]
But of course they don’t
have winter where they were.

[00:16:52]
So they’re like, what?

[00:16:55]
So I’m like, okay,
because I was hoping to get it under it

[00:16:58]
before I even brought it home,
because winter was just on the cusp then.

[00:17:03]
So I just got on the Google machine
and I started typing in undercoating and I

[00:17:07]
came across the typical names
that I recognized whatever,

[00:17:11]
and their reviews weren’t that hot.

[00:17:14]
And then I started digging into, well,
maybe their products are different, right?

[00:17:18]
Like what is undercoating?

[00:17:20]
Undercoating is one of those
things that you don’t see it.

[00:17:22]
So for me to know what’s good and what’s

[00:17:24]
bad, I learned that the stuff
in the can is junk.

[00:17:28]
And you get online and people are talking

[00:17:29]
about just taking used oil
and spraying it on there.

[00:17:31]
And I’m like, well, it seems like a mess.
Wow.

[00:17:35]
Yeah, literally.
Literally, like, who knows?

[00:17:37]
It’s an oil.
It’s good or good enough for your frame.

[00:17:41]
So it’s just one of those like as you go
down the rabbit hole of research,

[00:17:45]
you just figure out what’s
working and what’s not.

[00:17:48]
And it’s one of those things that when you
leave the place that I’m recording your

[00:17:52]
vehicle, you are hoping
that it’s going to work.

[00:17:55]
There’s nothing that you can be like, hey,

[00:17:57]
that’s not going to work or that didn’t
work because not rust shows up instantly.

[00:18:02]
You’re trusting that the company that’s

[00:18:03]
servicing your vehicle
has a good product and that two years,

[00:18:08]
five years, 10 years down the road,
your vehicle still looks Tip-Top.

[00:18:12]
You don’t know you’re trusting them
and still looking at the reviews.

[00:18:16]
And some of these reviews go back years

[00:18:18]
and there seem to be a common theme,
the like one.

[00:18:23]
From my point of view,

[00:18:23]
service is a huge deal
and a lot of times people are just

[00:18:26]
complaining about the people
behind the counter being cranky.

[00:18:29]
Go and deal with a cranky person.

[00:18:31]
I’m the customer service business so

[00:18:33]
cranky, like I don’t care how awesome
your product is, but then you see them.

[00:18:37]
But their product not being that great.

[00:18:40]
And yours, I stumbled upon your website

[00:18:44]
and you had phenomenal reviews
and they were, I think, your five star.

[00:18:49]
Right.

[00:18:50]
I just look you’re fifty nine,
five star reviews.

[00:18:52]
Yeah.
And I’m like, how is that even possible?

[00:18:56]
Because even accidental
one star reviews get on.

[00:18:59]
They’re just irate people
pissed at no reason.

[00:19:02]
Right.

[00:19:02]
Like I called you on Tuesday and you
couldn’t get me in Tuesday afternoons.

[00:19:05]
I’m going to leave a one sided view
like you didn’t even have that.

[00:19:09]
It’s like, OK, this guy’s got
to be doing something right.

[00:19:11]
And then I saw that you did the touch up

[00:19:14]
now because I’m like, OK,
nothing lasts forever, like you said,

[00:19:17]
and the bottom of your vehicle’s
got to be getting abused.

[00:19:21]
Like this side tangent.

[00:19:22]
I went for a motorcycle ride a few
years ago and I was an idiot.

[00:19:25]
Wear t shirt and shorts and I’m going down
the highway and it’s just any road, right?

[00:19:31]
It’s just any road.

[00:19:32]
I’m going 70 miles an hour
and I’m getting sandblasted.

[00:19:35]
Yeah.

[00:19:35]
Like, there’s just stuff flying
around at seventy miles an hour.

[00:19:39]
And it was hurting.

[00:19:41]
And all I could think is
your car’s got to take this all day.

[00:19:45]
I was driving like it’s
just getting sandblasted.

[00:19:48]
So what was the bottom line car taken.
Right?

[00:19:50]
Even more so when I saw that you did
the touchup thing, I’m like, OK,

[00:19:54]
here’s a person that’s using a product
that they believe in and they believe in.

[00:19:59]
So much that they’re going to essentially

[00:20:02]
touch it up every year,
knowing that something is going to go

[00:20:05]
wrong, wrong you like it’s just
it’s just maintenance right now.

[00:20:10]
So it seemed like this seems cool.
So.

[00:20:13]
And then I just called you up.

[00:20:17]
Yeah.

[00:20:18]
I almost didn’t use you
because you didn’t answer the phone.

[00:20:21]
And that’s the thing.

[00:20:22]
But

[00:20:24]
in your industry, not a whole
lot of people answered.

[00:20:26]
So I mean, a lot of industries, whatever,

[00:20:29]
but that’s a with my call
answering service.

[00:20:31]
I’m picky about that.

[00:20:33]
Now, that’s interesting.

[00:20:34]
That’s the game because.
Right.

[00:20:36]
Like for someone like me,

[00:20:37]
just like I don’t want to after you went
down, you’re like a half hour into Google

[00:20:42]
learning about all this stuff,
then you’re just like, OK,

[00:20:44]
you get to pull the trigger, make
a decision and move on with your life.

[00:20:47]
I can’t spend days or weeks studying
undercoating like

[00:20:52]
it’s just a car or just a truck or
whatever is not the end of the world.

[00:20:56]
So I just make the call
and get it done and move on.

[00:21:01]
And I’ve been happy with the results.

[00:21:03]
Really happy.

[00:21:05]
So that’s

[00:21:07]
yeah.
One thing I wanted to add when I was doing

[00:21:09]
the actual research
that that he didn’t really he had told me

[00:21:14]
basically the basic stuff
about the research already.

[00:21:17]
And I just kind of kept
going deeper and deeper.

[00:21:20]
And the actual oil that is used is food,
food, great oil, great food.

[00:21:25]
Great.
Oh yes.

[00:21:26]
And truly embraced or plant based.

[00:21:30]
This is

[00:21:34]
oh, so so this is

[00:21:37]
a question that I can’t remember off
the top of my head, I don’t remember

[00:21:41]
if I had to guess, I would say petroleum
based just based on the smell.

[00:21:43]
Yeah, but as far as the when I saw

[00:21:47]
the food, the food grade and I was like,
wow, that’s interesting.

[00:21:51]
So, like, you know, a lot of products,

[00:21:54]
food products have
petroleum in them as well.

[00:21:56]
I grew up on Velveeta
growing up in Georgia.

[00:21:59]
I’m sure Wisconsinites did not.
I say Velveeta?

[00:22:02]
And they’re like, what is a fake cheese?
Yeah.

[00:22:05]
And so, like,
I was familiar with with this and

[00:22:09]
that that kind of really
you I didn’t really realize.

[00:22:14]
But you are telling me people were
actually spraying actual oil on there.

[00:22:17]
Oh yeah.

[00:22:18]
And that’s like
that’s like the resources when that will

[00:22:22]
actually start dripping and where he has
the formula he uses is a no drip formula

[00:22:28]
and it’s food, you know,
food grade as well.

[00:22:30]
And that just really blew
me away when I saw that.

[00:22:33]
You know, it’s interesting about
the no drip thing because I did

[00:22:38]
after I had to do work.

[00:22:39]
Yeah, I had to throw on front struts

[00:22:42]
and that stuff took three
days to get off me.

[00:22:46]
Wow.
Yeah.

[00:22:47]
Like, it was just like, what is this.
Right.

[00:22:51]
It was like magic marker.
Yeah.

[00:22:53]
I mean, as far as the permanence goes,
it wasn’t and it was thick.

[00:22:57]
It was one of those things.
It wasn’t just like motor oil where you

[00:23:00]
can just wash it off
and move on with your life.

[00:23:02]
Like this has become a part of me now
for a little bit.

[00:23:06]
So when I do, I’ll never have to do

[00:23:08]
underbody work or anything
like that either.

[00:23:10]
They’re like replacing
suspension components.

[00:23:13]
It’s like get out the rubber gloves.

[00:23:14]
Otherwise it will stick to you’re going
to be looking like you’re leaving

[00:23:17]
fingerprints everywhere
for the next two days.

[00:23:20]
Yeah.
So that’s interesting.

[00:23:21]
Interesting product.

[00:23:23]
And that’s that’s what
I really like about it.

[00:23:25]
So did you like you did your research,

[00:23:28]
at what point did you decide
this is the stuff that I’m going to use?

[00:23:32]
The first time I saw it,

[00:23:34]
as soon as I figured it out,
that’s exactly what it was like.

[00:23:37]
OK, thank you.

[00:23:38]
Click OK, the reason why I was so well,
I told this story to many of my customers

[00:23:44]
are probably telling their
story to when I first met you.

[00:23:46]
Sure.
You came up.

[00:23:48]
One of my friends owns a mechanical
shop on the West Side.

[00:23:51]
You know, sometimes I stop
by and see how he’s doing.

[00:23:54]
So sure.
So I was six years ago,

[00:23:58]
maybe even longer than though I stopped by
two thousand to four split up in Iraq.

[00:24:03]
Yeah, I crawl on.

[00:24:05]
There was like the you just
bring this team from Florida.

[00:24:10]
This is like they wanted to do
a super clean that was frost free.

[00:24:14]
It’s just like a Florida car.

[00:24:16]
If you bring a car from 2000 to explore
from Florida and you compare two thousand

[00:24:20]
to explore from Wisconsin,
you’d like to do is gone.

[00:24:23]
It’s not

[00:24:26]
likebig difference.

[00:24:28]
Oh yeah, yeah, yeah.

[00:24:30]
So I was like, oh my God, the brake lines,
AC lines, everything just intact.

[00:24:36]
So luckily enough, the owner came out,
you know, he just is like walking.

[00:24:40]
You walk about ten minutes after me.
Yeah.

[00:24:42]
They just brought this one from Florida.

[00:24:45]
It’s like, no, I borrowed Brown
in Wisconsin and I had a summer.

[00:24:50]
So what did you do to you?

[00:24:52]
Don’t drive it on the winter.
Yeah.

[00:24:54]
Even if you don’t drive it on the winter,
if you drive it, go like spring.

[00:24:57]
You still it was August.
Oh, yes.

[00:25:01]
You know, this brand
is still on the rolls.

[00:25:03]
It’s still, you know.

[00:25:04]
Yeah, it’s the summer
and this is all gone.

[00:25:06]
So it’s like not just every
year spring all you, huh.

[00:25:11]
Not more.

[00:25:12]
Oh, it was like he didn’t
told me that brand all year.

[00:25:15]
But you stick this article, you just
spray top, just bring everything.

[00:25:19]
All right.
And that’s what I do every year.

[00:25:22]
I was able to keep it way.
All right.

[00:25:25]
So I was like, that’s what it works.
All right.

[00:25:28]
Yeah, that that’s actually
what actually works.

[00:25:31]
Nice.

[00:25:32]
So that’s how it’s like I mean,
I know more all your works, but, you know,

[00:25:35]
and we’re software quick
now with a more all what.

[00:25:38]
But was it’s not a bother because if it

[00:25:41]
gets to the suspension part
it will start deteriorating.

[00:25:43]
Bush Yeah.

[00:25:44]
And Robert and everything, you know,

[00:25:46]
it will save the metal if
you apply twice a year.

[00:25:50]
But the Rexall stuff like that rubber
stuff, it will take a beating.

[00:25:54]
Yeah.
The oil to me

[00:25:57]
I feel like there’s a there’s value to it
because I had a seventy nine Malibu

[00:26:02]
that had pretty much every
gasket on that engine leaking.

[00:26:06]
Yeah.

[00:26:06]
And you could see the vacuum
from driving under the car.

[00:26:09]
You could see the oil
right down the tunnel.

[00:26:11]
Right.
The drive shaft tunnel.

[00:26:13]
Yeah.
The sides of the car.

[00:26:14]
It wasn’t getting the spray totally rusty.

[00:26:17]
No but we’re had that engine spray
was just fine.

[00:26:22]
Oh yeah.

[00:26:23]
So I used to joke that like this
engine comes with free undercoat.

[00:26:27]
Yeah.
So there is this.

[00:26:29]
I don’t know.

[00:26:30]
Wide strip of clean metal and that car,
everything else is Swiss cheese.

[00:26:37]
It’s a mess, but it’s interesting,
like, OK, I get it.

[00:26:40]
I see what works.
Yeah, I mean, but I can’t imagine being

[00:26:43]
under my car with some pom trying
to spray motor oil on there or anything.

[00:26:48]
I’ll be a mess.
Oh my gosh.

[00:26:51]
And then just look at your driveway like
this car looks good.

[00:26:53]
So, you know,
and then also doing the research and then

[00:26:56]
I sort of I mean, I heard
about this for the first time.

[00:26:59]
There was research,
something of them especially my concern

[00:27:02]
was more about how I was going
to work in the long run.

[00:27:04]
And
if he’s going to affect the suspension,

[00:27:06]
the way I think is going to affect,
it’s not going to affect it.

[00:27:09]
So I called the owner,
the owner of the owner of the company.

[00:27:14]
I talked to the super nice people,
the open book.

[00:27:19]
You know, they talk to you about whatever

[00:27:20]
you want to talk about for a long time to
talk to you as long as long as they can.

[00:27:24]
Yeah.
You know, they know what they sell on.

[00:27:25]
So I bet that’s that’s when
things like this is what I like.

[00:27:30]
Nice.
You know, it’s you know,

[00:27:31]
it’s really hard to get to the main
owner and talk to him about the problem.

[00:27:35]
Yeah.
You can talk about a business.

[00:27:37]
You can talk about customer service
and they can give you a big field there.

[00:27:40]
But yeah, I talk to them on it.

[00:27:42]
You know, it’s going to be really hard.

[00:27:44]
It’s interesting you say that I just had

[00:27:46]
a Gmail address that I
don’t use very often.

[00:27:49]
Yeah, I got an email from Google that said

[00:27:53]
we’re going to cancel
your email for something.

[00:27:55]
And I’m like,

[00:27:57]
who do I talk to to solve this?

[00:27:59]
There’s no let me just call
Google up and say, hey, it

[00:28:04]
doesn’t happen.
Yeah, it’s not even an option.

[00:28:07]
It’s really yeah.

[00:28:08]
It’s really hard to get to the top.

[00:28:09]
And so I talk to him and know he laid out

[00:28:13]
the way his business work and how how they
do doing on sales and stuff like that,

[00:28:18]
because now, you know, they they sell the
product, but they also apply themselves.

[00:28:22]
Oh, interesting.
OK, so that’s what I was like.

[00:28:26]
This is actually this is what
I’ve been thinking about it.

[00:28:29]
This is what actually works.

[00:28:31]
So, yeah, you know,
I talk to the brothers,

[00:28:34]
I talk to both of them on the marketing
side and on the product side.

[00:28:37]
Yeah.

[00:28:37]
And they both of them, they have a great
answers from me and I just we get around.

[00:28:43]
This is it.
All right.

[00:28:44]
This is what I like.

[00:28:45]
This is what I works.
Sure.

[00:28:47]
You talk about it.

[00:28:49]
The audience laughing now that they

[00:28:51]
actually don’t deteriorate any
suspension parts actually help them.

[00:28:55]
All right.
So keep it nice and healthy.

[00:28:57]
It will not dry.
You rob everybody.

[00:28:59]
So that was one of my concerns.

[00:29:03]
I would say it’s a huge concern because,

[00:29:05]
you know,
I mean, like I say,

[00:29:06]
I know the motor oil works like you just
said, because if if you like car seat,

[00:29:10]
you go to a junkyard,
you can see our way then.

[00:29:14]
Oh, see if you see a friend or you
can you can see the spots for free.

[00:29:19]
Yeah.
There may be audience that you can see

[00:29:20]
the metal if you strip down
is going to be pure stuff.

[00:29:24]
There’s no oil on there.
Interesting.

[00:29:26]
Yeah.
So yeah.

[00:29:27]
Yeah it’s pro cons.

[00:29:30]
I want to talk about the other
stuff that you guys have going on.

[00:29:33]
You’re doing some vinyl

[00:29:36]
protection and some patent
protection type stuff.

[00:29:38]
So we’re not doing it cause people
are still paying protection.

[00:29:44]
Feel OK.
Sure.

[00:29:45]
The reason we haven’t we, I mean we can
do it but we’re not certified to do it.

[00:29:51]
Yeah.
Just because of covid.

[00:29:52]
So, OK, so since, uh,

[00:29:54]
we cannot go and get certified to the
place so but we’re doing the ceramic pro

[00:30:00]
with the ceramic coating.

[00:30:01]
OK, that’s that’s another Hiyam
product that really protects you pain.

[00:30:06]
OK, yeah.

[00:30:08]
So help with oxidation on the pain.

[00:30:11]
You know, here in Wisconsin

[00:30:14]
it’s more about keeping you clean,
you know, especially on the long winter.

[00:30:19]
You know, you don’t clean this often.

[00:30:21]
Right.

[00:30:22]
But you do have some
oxidation because of brine.

[00:30:23]
The, you know,
stick them to the pain is bye bye then.

[00:30:28]
See when you go for a drive that your
car just has this film of salt and dirt.

[00:30:33]
Yeah.
So that’s will help allow keeping.

[00:30:36]
You can’t keep them being healthy.
Yeah.

[00:30:39]
So this is more this is
not a solid product then.

[00:30:42]
This is more a step or two up from wax.

[00:30:45]
Is that the idea or.

[00:30:47]
I was uh twenty steps up.
Twenty steps up.

[00:30:49]
Okay.
All right.

[00:30:51]
Yeah but is it, is it a liquid
product when you apply it.

[00:30:55]
It’s a liquid sheet.

[00:30:56]
It’s not OK, it’s a liquid brother.

[00:30:58]
OK, and it’s also a great soap.

[00:31:01]
Ceramic coatings

[00:31:03]
for what I see so far.

[00:31:04]
This is a buff.

[00:31:06]
And then I said, oh really?
Oh yeah.

[00:31:08]
Of course.

[00:31:08]
You know, this is a low end
products made products.

[00:31:12]
And and how you see how this
stuff works is when you apply it.

[00:31:16]
Oh OK.

[00:31:18]
You know, any ceramic water you get
on up like a small tributary sections.

[00:31:23]
OK,
the reason why, because we had to apply,

[00:31:25]
you had to sit and then you had
to wipe it off and polish it, OK.

[00:31:30]
You know, which one is the best is
one the harder it is to polish.

[00:31:34]
Oh, and it’s harder to get off there.
Yeah.

[00:31:36]
Then, you know, it’s tougher.
That’s tougher.

[00:31:39]
All right.
And another one, this from Pearl Brandao.

[00:31:43]
This is one of the hardest, first of all.

[00:31:46]
This, you know, we can be doing.

[00:31:48]
I mean, we can be doing
a truck for two people.

[00:31:51]
It would take us about a stoplight,
the whole truck, eight hours.

[00:31:55]
Yeah.

[00:31:56]
So you’re talking to people 16 hours.
Yeah.

[00:31:59]
Wow.

[00:32:01]
You get to chisel the stuff off.

[00:32:03]
Well, I mean, for coats is a lifetime.

[00:32:06]
Like, you don’t have to do anything.

[00:32:09]
That’s lifetime.
Yeah.

[00:32:10]
Lifetime on four coats.

[00:32:12]
And we’re talking there’s actually videos

[00:32:14]
that when I started doing research when he
was telling me about the product

[00:32:19]
at the beginning of the setup of the shop,
literally they’re dumping mud on it and it

[00:32:25]
just goes away and it’s just
like nothing’s on your hood.

[00:32:28]
And they’re like dumping mud on it.

[00:32:29]
And they and they do it like half

[00:32:33]
coating, half not.
And then the mud,

[00:32:35]
just like all on the paint
and the other is just like ripping off.

[00:32:38]
And it’s like, whoa, this OK,
I see what’s going on here.

[00:32:41]
And I was really amazed by the product.

[00:32:44]
Didn’t know any type of product existed

[00:32:46]
like that except for the coatings which I
have seen on the ultra high end cars.

[00:32:54]
But yeah, it was it’s really
a special product, I feel,

[00:32:58]
in an overall great price range as well.

[00:33:01]
Wow.

[00:33:03]
So, you know, we’re to talking
about patent protection now.

[00:33:05]
This is the same thing I learned
from working in the place.

[00:33:08]
You know,
it was it was kind of upsetting to me

[00:33:11]
because of, you know,
if the customer pay less,

[00:33:13]
if you get your Frostproof in your
patent protection than through.

[00:33:16]
Yeah, through a dealership, you know,

[00:33:18]
you’re paying fifteen hundred dollars,
you know, fifteen, sixteen of.

[00:33:21]
Wow.
That’s a pretty penny.

[00:33:24]
This is a lot of money.

[00:33:25]
So there’s a lot of money
for where you get it.

[00:33:27]
Yeah.
Right.

[00:33:28]
They would take us

[00:33:31]
not giving us about two hours and have
to get everything done in another.

[00:33:35]
Well and then that’s how much you know

[00:33:38]
in sixty five for two and a half
hours obviously love and so on there.

[00:33:42]
And that was, that was included in our
interior protection and protection.

[00:33:46]
Everything that you know, like

[00:33:48]
two and a half hours they just spray
bombing the whole thing with some dinner

[00:33:51]
in ah let’s say the ceramic, the ceramic
protection that was just spray foam.

[00:33:57]
You know, it’s just exactly like you want
to dealership to the car, wash them,

[00:34:01]
you know, if you were to car was,
you know, have the spray works.

[00:34:04]
Yeah.

[00:34:05]
You know, you wash your car
and then in the car with us.

[00:34:07]
Yeah.
That’s what they’re putting on.

[00:34:09]
There is a very similar
product and it doesn’t work.

[00:34:12]
It works.
It works just like works if you want less.

[00:34:15]
If you look at Draw In Customers,

[00:34:18]
the company is like, what is
the different ceramic chlorine

[00:34:22]
besides waxing my car every month?
I told the truth.

[00:34:25]
This is the same thing.
If you work your car every month,

[00:34:27]
you’re going to get the same results
as your car.

[00:34:30]
But who was, you know,
who was who’s doing their Rimando?

[00:34:34]
It seems like there’s a lot of work,
but if you look every month,

[00:34:38]
it’s going to work because waxing know,
I would say if you drive a and especially

[00:34:43]
in Wisconsin,
you’re going to get the most one month.

[00:34:47]
Yeah.
At best.

[00:34:48]
So yeah.
When so when you’re paying sixty five

[00:34:50]
dollars and you get the same results,
the stuff of the month, but you do have,

[00:34:56]
you know you have this,
either this is a warranty which is if you

[00:34:59]
really it and what it covers is
just as sure as we really are.

[00:35:04]
That’s to happen in Wisconsin.

[00:35:06]
OK, ok, so you’re essentially
buying worthless piece of mind.

[00:35:11]
Pretty much.
OK, so

[00:35:13]
doesn’t work, but that’s going
back to the same mentality.

[00:35:17]
You know, the like the dealership

[00:35:19]
privatized the area of to protect
new car in general, though.

[00:35:23]
All right.
So they just make a profit out of you,

[00:35:26]
but you don’t gather well,
actually paying for.

[00:35:28]
All right.

[00:35:29]
So, Christine, so, you know,
that was one of my things.

[00:35:33]
You know, I want to still stop

[00:35:34]
the actually work and I
make the customer happy, OK?

[00:35:39]
You know, even if they come
and pay me six hundred dollars.

[00:35:43]
Mm hmm.
I know if they can.

[00:35:44]
Sixty five levels of somebody actually
work that we there’s value.

[00:35:49]
There is a value is it’s a it’s a product

[00:35:52]
that actually works is program
for perform the way it should perform.

[00:35:57]
And that’s you know, that’s one that’s one

[00:35:59]
of the part that I’m really
proud of my business.

[00:36:02]
OK, we don’t we now sell out to just
sell product actually works.

[00:36:06]
OK, some of that you can be proud to sell.
Yeah.

[00:36:09]
Though so the ceramic stuff does that

[00:36:13]
thick enough for it’s protecting
the paint from road like that.

[00:36:16]
Sandblast offers more will
help but not the same thing.

[00:36:20]
You know, if you have a truck go straight
to the metal then you can do OK.

[00:36:25]
Even the best protection
is not going to get.

[00:36:29]
We’re talking about

[00:36:31]
what actually we’re going to pretend like
chips and stuff like that, we,

[00:36:35]
the patent protection feel OK,
that b the next level up, all that stuff,

[00:36:42]
it actually really works OK,
because if you have you know,

[00:36:44]
you’re going to have a Rochet special,
people go down the hallway, you know,

[00:36:48]
in the back of a truck full
of sand, you know, like.

[00:36:51]
Yeah.

[00:36:53]
So like having the protection on film,

[00:36:55]
you know, if you enter them into the film,
you can just pull it off and reapply.

[00:37:01]
And it’s all the paint on the car is going
to be all right because it’s not nice.

[00:37:05]
Yeah, nice.

[00:37:07]
And well, one more thing about this.

[00:37:09]
PEF is self-willed.

[00:37:11]
Oh, all you got to do you feel
like you do it it yourself.

[00:37:16]
Really.
Wow.

[00:37:18]
Yes.
All of them are the specific ones that are

[00:37:22]
you know, we just I just looking
for the one of the ceramic provides OK.

[00:37:27]
The rest the pretty generic.

[00:37:29]
OK, it’s a couple more Chi Chi brands.

[00:37:32]
Hiyam brands of the work.
Mm hmm.

[00:37:34]
But the generic wants
to talk about brands.

[00:37:37]
So if you know, if it’s a brand that you
know, for years as a generic one.

[00:37:42]
OK, yeah.
All right.

[00:37:44]
So yeah.
You know, that’s a generic.

[00:37:46]
So I mean the work.
Yeah.

[00:37:49]
They don’t look as clean as the ceramic

[00:37:53]
of, you know, because as soon as we apply,
if you see the film,

[00:37:57]
you come close to it, you know,
even if you do not know much about cars,

[00:38:01]
you’re not going to see
there’s light on the paint.

[00:38:04]
OK, so it’s not that little yellowish.
You don’t have the yellow.

[00:38:06]
You look at the Blowering looking
and it just looks through it.

[00:38:09]
Oh, very cool.
So that’s just one things I really like.

[00:38:12]
Wow, that’s impressive.
Yeah.

[00:38:14]
I mean did you see it.

[00:38:17]
One actually makes sense.
Nice.

[00:38:19]
I’m going to downshift
into the business side.

[00:38:21]
Yeah.

[00:38:22]
And talk about you starting your business
so your brother

[00:38:27]
didn’t join you or whatever and it sounds
like you did not buy this business

[00:38:31]
that you were going to that you were
working at before, is that right?

[00:38:33]
No, I didn’t.
OK, yes.

[00:38:34]
So you said, hey, I’m going off on my own.

[00:38:39]
Tell me about how you decided to go off
on your own, not buying this business

[00:38:42]
and how you decided where you’re
going to place your business.

[00:38:46]
That’s a long story.

[00:38:48]
Now, it was

[00:38:51]
actually it’s a long story
in the short period of time.

[00:38:54]
OK, all right,let’s go.

[00:38:57]
Oh, this bird was worth five
months altogether since.

[00:39:01]
Yeah.

[00:39:01]
So so the idea was my goal in the
business, you know, by the business.

[00:39:07]
My brother and I work out.

[00:39:10]
We tried to give me an offer to take.
OK, brother did.

[00:39:13]
Yeah.
OK,

[00:39:15]
you know I didn’t feel
at the time that was fair.

[00:39:17]
So it’s like,
you know, I think now you visualize when

[00:39:22]
you’re going to be in the future
more than the short term.

[00:39:26]
It’s like you have to yeah.
You have to write.

[00:39:28]
So I told myself that I really
want this in the short term.

[00:39:32]
I want to reach these in the long term.

[00:39:35]
Like maybe you should take a pay cut right
now and deal with the headaches by myself.

[00:39:40]
Mm hmm.
And move on from this.

[00:39:42]
You know, this is messy.

[00:39:43]
Mm hmm.
Yeah.

[00:39:45]
So I left behind.
I thought, you know, like I say,

[00:39:48]
it’s not the sort of research
and what I’m going to do and I’ll.

[00:39:52]
Right.
Which was my main thing in the beginning.

[00:39:55]
Yeah.
I was always, you know,

[00:39:57]
working the business until I can
actually move on and start on my own.

[00:40:00]
Sure.

[00:40:00]
But this is just give me
the jump start to start now.

[00:40:02]
All right.

[00:40:04]
So when that happens, No.

[00:40:05]
One, I quit the place
and then took me two weeks.

[00:40:10]
It did all this research, which I did not.

[00:40:13]
The main part was actually, OK,
this is the time you got to do it.

[00:40:16]
Yeah.

[00:40:16]
So let’s not talk to the owners
of the products and stuff.

[00:40:21]
And then the two weeks when the loan is
like, OK, so I’m going to give myself

[00:40:25]
a window time to find a place
where I can, you know, open up the shop.

[00:40:30]
Yeah.
Which is was really hard to do.

[00:40:32]
And finding a place, finding the place in
one month because that is not not Yeah.

[00:40:37]
Is pretty short end for me.

[00:40:40]
What’s more, the location.

[00:40:42]
OK, the customer could be in and out.
Right.

[00:40:44]
So it would be not hard for them to find

[00:40:46]
me and also easy enough
for them to come in.

[00:40:50]
And I imagine it was tough as well to find
a place that would let you work on cars.

[00:40:55]
Yeah, that’s one of our

[00:40:57]
first we found the place
and, you know, so it was a sublease.

[00:41:02]
Yeah.

[00:41:02]
Because like I say,
I was going to have to find a place

[00:41:05]
with something to work with the way
the business would be set up.

[00:41:10]
So we found the place and then

[00:41:12]
they just went by.

[00:41:14]
So we took the someplace and we talked to
the guy who was at the lease at the time.

[00:41:19]
It’s like, you know, the landlord
say this, OK, stuff like that.

[00:41:23]
So a week and a half ago, when you
start moving here, we started going to.

[00:41:29]
They heavy equipment and everything,
and I just want to cut in the heavy

[00:41:34]
equipment he’s talking about, we actually
the lift which you probably saw.

[00:41:38]
Yeah, we call it the blue thing.
Yeah.

[00:41:41]
We actually went to Iowa to pick that up.

[00:41:44]
It was in a farmer’s

[00:41:47]
garage and he was like, not old enough
and wasn’t working on cars anymore.

[00:41:51]
It was in great shape.

[00:41:53]
So we went down there and got that and it

[00:41:56]
was quite difficult to move around,
to say the least like that.

[00:42:00]
And it’s I’ve never seen
anything like that.

[00:42:03]
And it was so we actually
put it in this guy’s thing.

[00:42:07]
And I started looking around also like he
obviously was not set up for automotive.

[00:42:13]
What he was set up for was printers.

[00:42:16]
He his actual business before that was
buying printers from China, OK,

[00:42:23]
through through like were,
let me say, Chinese printers.

[00:42:27]
But he was buying them
at just like regular places.

[00:42:30]
You would buy them here.
And then he was actually getting them

[00:42:33]
together, hundreds of them, and selling
them back to China in suburban areas.

[00:42:39]
That because you couldn’t get the same
printers here that you could get here.

[00:42:42]
They were only for us.

[00:42:45]
So he was selling them back.

[00:42:46]
And then what happened to him was he was

[00:42:49]
actually a UW professor and this was
his side gig, OK, the market crashed.

[00:42:54]
And so he was stuck
with all these printers.

[00:42:57]
He couldn’t do it anymore.

[00:42:58]
And that’s when he had
to get out and sublease.

[00:43:00]
And so when we brought that in there,

[00:43:02]
you know, he said he had
talked to the landlord.

[00:43:05]
But then when we put our stuff in,

[00:43:06]
apparently the landlord probably saw
that and was like, we don’t allow cars.

[00:43:10]
So there was some miscommunication.
Sure.

[00:43:13]
And I just wanted to add that in advance.

[00:43:16]
Like, see, your already put some
stuff in and it’s we’re about done.

[00:43:21]
It can’t be.
Yeah.

[00:43:22]
We just got the you know, we just

[00:43:24]
put the stuff together and then
you ate up a lot of your mind.

[00:43:27]
Yeah.
Sticking around with that.

[00:43:29]
Wow.
What are we going to do next.

[00:43:31]
Yeah I no but it was like another week

[00:43:34]
and then we find the place
that we are right now.

[00:43:36]
All right.

[00:43:37]
So, so I was without a place
for a month and a half.

[00:43:42]
Wow.

[00:43:42]
Which for it seems to me longer than that,
but for a lot of people it’s harder

[00:43:48]
to find a spot, you know
where you can actually.

[00:43:50]
Oh yeah.
Starting a business that quick.

[00:43:53]
Mm hmm.
Yeah.

[00:43:54]
Sometimes it takes a few weeks just
for the landlord to get you a lease.

[00:43:58]
Yeah.

[00:43:58]
So like some landlords just don’t
move at the speed of business.

[00:44:01]
Yeah.
In my experience, yeah.

[00:44:03]
So everything just went bust.

[00:44:05]
I mean, like I say, for me it was
probably like five months of time.

[00:44:09]
It was just a month and a half.
All right.

[00:44:11]
Yeah.

[00:44:11]
So I don’t have you know,
he’s the one who stayed by me.

[00:44:15]
It took us three months
to set up the place.

[00:44:18]
All right.
Yeah.

[00:44:19]
You know, I do everything myself.

[00:44:21]
We throw the paint booth,
we set up the hallways, everything,

[00:44:23]
all the electrical equipment that we
needed to put inside the shop.

[00:44:27]
So.

[00:44:28]
So did you have to get a loan to cover
all this or did you have nothing savings?

[00:44:31]
I got enough in savings also.

[00:44:33]
Well, so you had because you’re a few
months with no income coming in.

[00:44:37]
Yeah.
And you had to pump out.

[00:44:38]
Actually I was working full time still.
Oh you were.

[00:44:41]
Yeah.
Oh wow.

[00:44:42]
I was working full time and you know,
put a stop to it.

[00:44:45]
All right.

[00:44:46]
So at the same place the other
I’m not OK with the place before.

[00:44:50]
So just a different hustle just
to find your time a little bit.

[00:44:54]
All right.
So I was working a full time and,

[00:44:56]
you know, just working hours,
many hours, just like who was up to it.

[00:45:02]
So it took us a while, you know,
three months to set it up.

[00:45:07]
And then you open the door, says, OK,

[00:45:09]
this is this is time you were
the first customer to say

[00:45:13]
stare at the phone waiting
for it to show up, lucky enough.

[00:45:16]
You know, I knew a lot of people.

[00:45:17]
So they’ll, you know, decide, well,
you know, take some of my services, OK?

[00:45:22]
And that’s how slowly watermelons.
Yeah.

[00:45:25]
And, you know, the protocol on that would
bring us a lot of customers to do so.

[00:45:29]
Oh, really?
OK.

[00:45:31]
So by then by the end of that year, we.

[00:45:35]
I mean, we didn’t

[00:45:36]
we didn’t make much profit,
but we make enough to cover the bills.

[00:45:39]
Oh, all right.

[00:45:41]
So which is for her this it’s really hard

[00:45:44]
for any business to break
even in the first year.

[00:45:47]
Yeah, I would think especially a fairly

[00:45:49]
capital capital,
capital intensive one like yours.

[00:45:53]
Now, for the first year in four words, it
takes a couple of years to make a profit.

[00:45:58]
Yeah, interesting.
Yeah.

[00:46:00]
And you know,
second year we are businesses.

[00:46:05]
Quadruple,quadruple.

[00:46:07]
Yeah.

[00:46:07]
So, you know, and what
what really surprised me,

[00:46:14]
the undercoating we’re having people drive

[00:46:16]
from other states, from Iowa,
from Illinois and to come to you guys.

[00:46:22]
Yes.

[00:46:22]
And this like I just I didn’t understand
it and but I know how much

[00:46:28]
how much he believes in these products
and how much work he puts into it.

[00:46:32]
And so, all in all,
it kind of makes sense.

[00:46:35]
But

[00:46:36]
one thing about about him is just
the way everything comes together.

[00:46:41]
It’s one of my favorite quotes
by Bruce Lee used No Way as the way

[00:46:45]
and used no limit as your limit
like that, like embodies.

[00:46:50]
And I think that’s why,

[00:46:52]
you know, it’s just it’s such an amazing
story when when you put all these pieces,

[00:46:57]
how it started and really his whole
origin story of this business.

[00:47:01]
Right.
That’s cool.

[00:47:03]
So you’re in year two, is that right?
Yeah.

[00:47:06]
All right.

[00:47:06]
So you must be on the verge of growing
your shop or how does that work?

[00:47:10]
Well, we actually outgrow the shopping.

[00:47:12]
Right, OK, because quadruple.

[00:47:14]
Yeah, that’s a big multiplayer in a year.
Yeah.

[00:47:18]
We think we should do

[00:47:20]
more of a bigger shopping.

[00:47:21]
OK, now I’ll know how
soon there will be sure.

[00:47:24]
I think the more the more services we
added to it, the more we going to grow,

[00:47:30]
especially with the services
that we provide us.

[00:47:33]
You know, we’ll provide
quality of services.

[00:47:35]
So, you know, we just are talking about,

[00:47:38]
you know, people coming
from different places.

[00:47:39]
So we just have a lady.

[00:47:44]
She was three weeks ago,

[00:47:46]
she called me and asked me what you
get on nineteen ninety two for F 150.

[00:47:50]
OK, Sprint AstroCom Grocery.

[00:47:52]
She was looking for someone

[00:47:54]
to go down the corridor down and
I get the same protections just like,

[00:47:58]
you know, I’ve been doing
research for a month and a half.

[00:48:01]
It’s like, well I did it for a half
hour and that was a long time.

[00:48:05]
Yeah.

[00:48:06]
Because I want I you know,
I want you know, I have these and

[00:48:10]
there’s the 1992 deal.

[00:48:12]
You think you don’t see if you have

[00:48:14]
a 2020, you know, like it’s gonna take you
two hours to do the research.

[00:48:19]
But in the nineteen eighty two you want
to get the guy who actually can do right.

[00:48:22]
Because like people talking,

[00:48:23]
especially if you’re planning
to drive in during the winter months.

[00:48:27]
So see the like the reason I choose you,
it’s just because of your Google reviews.

[00:48:32]
Nice.
You know, they all all those reviews that

[00:48:37]
they are personalized reviews
of wherever you went to place, you know.

[00:48:41]
Yeah.
They don’t talk about, you know,

[00:48:44]
they talk about the quality of product,
but they’re not all genetic.

[00:48:47]
So that’s what I noticed.
Yeah.

[00:48:49]
That’s one thing I noticed where it wasn’t

[00:48:50]
just excellent or you were
or just one sentence, blah.

[00:48:56]
It was like so there I was

[00:48:58]
with my nineteen eighty five Kelly and
this whole story like wow.

[00:49:05]
Yeah.

[00:49:06]
If you guys did this the black hat
way you went through a lot of work.

[00:49:11]
So these, these seem super legit.
Yeah.

[00:49:13]
Which is interesting.

[00:49:15]
One that you accomplished that and two

[00:49:17]
that people took the time to write
a review on undercoating.

[00:49:20]
Yeah.

[00:49:21]
Which is a hard thing to try to get
people to leave a review for a book.

[00:49:25]
And they’re like, oh my gosh, I don’t have
ten seconds out of my life to do that.

[00:49:28]
Yeah.
I think one thing with these reviews, it’s

[00:49:33]
it’s it revolves around their
past experience with automotives.

[00:49:37]
And I think because this experience
and these products and him and his work

[00:49:43]
ethic and how he treats customers is
so different that people are shocked.

[00:49:49]
That’s fair and it’s totally fair.

[00:49:52]
Yeah, you do not.

[00:49:55]
You don’t necessarily expect good customer

[00:49:57]
service in, well, anywhere,
really, you want it?

[00:50:02]
Yeah, but your expectation I feel like

[00:50:04]
it’s gone so downhill in the past
10, 20 years that when somebody is nice or

[00:50:13]
follows up or just tells you
what they’re going to do

[00:50:17]
is rare and it sticks out like going
on something with the whole Gmail thing.

[00:50:21]
I feel like the whole Silicon Valley

[00:50:23]
technology thing, they’ve removed the
service aspect of the try to automate it.

[00:50:28]
They took the humanity out of it
and the humanity was the nice part.

[00:50:32]
So when it’s just automated,
it’s it’s black and white.

[00:50:35]
It’s very impersonal.

[00:50:37]
And it’s kind of you don’t
feel like you’re cared for.

[00:50:40]
Then you were you’re
purely a customer now.

[00:50:43]
You are a means to revenue.
That’s it.

[00:50:47]
Agreed.
Yeah.

[00:50:48]
So it’s just.

[00:50:50]
Yeah, it’s become weird,

[00:50:51]
even like you go to McDonald’s or
something, it’s automated,

[00:50:54]
maybe that was because they were
having a tough time finding employees.

[00:50:57]
Yeah, it’s just weird.

[00:50:59]
So we’re still a customer service
thing is gone dramatically downhill.

[00:51:03]
So, yeah, it’s a deal with us.

[00:51:06]
When we answer phones for customers, we

[00:51:10]
want to say fairly often

[00:51:12]
get people saying, oh,
you’re real and they don’t know.

[00:51:16]
They’re like, well,
I don’t know what to do.

[00:51:18]
I was expecting an answering machine
or voicemail or something like that.

[00:51:22]
Like they didn’t know

[00:51:24]
I got to talk to a person like,
you know, what’s my next step?

[00:51:28]
Yeah, just say hi back there.

[00:51:32]
And that’s pretty much what it is.
So.

[00:51:34]
Yeah.

[00:51:34]
So it’s cool because I know when I drop my
truck off at your place and you tell me

[00:51:38]
what you’re going to do,
like you took the time to do that,

[00:51:41]
it wasn’t just take the keys,
get out of here.

[00:51:43]
Trust us.
We’re all good.

[00:51:45]
Yeah.
So yeah, that’s cool.

[00:51:46]
That’s very I mean the Meile
doesn’t maintain those.

[00:51:49]
If you don’t take care of the customer,

[00:51:51]
you don’t have a business
that’s the name of the game.

[00:51:53]
Now that is the name of the game
and is you know on that.

[00:51:57]
I like that pa, you know,
the one on one with the customer

[00:52:00]
and explain to them what
you can do to the car.

[00:52:02]
So yeah, I even you know,

[00:52:03]
I have customers just like the same way,
you know, they put, you know, you know,

[00:52:08]
a lot of our cars as you work
on your own personal car.

[00:52:11]
Yeah.

[00:52:11]
It’s a lot it’s a lot
of people who don’t know.

[00:52:14]
They have no idea.
Yeah.

[00:52:15]
They come to the shop and

[00:52:17]
they trust me enough to give me the keys.

[00:52:21]
But I when I see someone just to give me
something, just hand me the keys and ask

[00:52:26]
asking the questions that the customer
I actually hold back the

[00:52:33]
money.
Yeah, yeah, yeah.

[00:52:34]
Because I want them,
I want him to understand what I’m going

[00:52:37]
to do to make sure I want him to be OK
with this guy, not because I want to

[00:52:44]
make myself look better, but I just make
me feel better as a business owner.

[00:52:51]
Don’t keep the customer.

[00:52:52]
This is what you get and this is
how the product is going to work.

[00:52:55]
And
I suppose it also helps from a referral

[00:52:59]
standpoint and also because instead
of them saying, like,

[00:53:02]
I got my car on recoded,
they can say, look, Ernestas showed me we

[00:53:06]
got this WEX product and then we get this
oil product and bla bla bla bla bla.

[00:53:10]
They actually have some education to

[00:53:13]
promote, you know, instead
of just saying, oh, it’s good.

[00:53:17]
Yeah, I actually noticed that where he’s
had he’s done customers and gave him

[00:53:22]
the whole spiel and then they,
a friend of theirs gets a new truck

[00:53:26]
and they come in and he’s like, oh,
you don’t know about this product.

[00:53:30]
My friend told me, I’m good.
Here’s the keys.

[00:53:32]
And it’s like that’s happened on several

[00:53:34]
occasions, which is, you know,
I can’t even fathom that really.

[00:53:38]
It’s it’s quite mind blowing for me.

[00:53:40]
And one other thing.

[00:53:41]
We’re talking about
research on new products.

[00:53:44]
To do that he wants to introduce
in this bigger shop is

[00:53:48]
the coating of truck beds.

[00:53:51]
So he he’s deep into research now.

[00:53:53]
And I think that’s going
to be our future as well.

[00:53:57]
And I’m we’re really excited about that.

[00:54:00]
And we have a lot of customers
asking about that, too.

[00:54:03]
All right.

[00:54:04]
So so I feel like that’s part of our
future that he was talking about earlier.

[00:54:08]
I mean, we do have customers
waiting for us, so.

[00:54:11]
Oh, really, I just I mean, like, you know,
just does, like you say, quality

[00:54:18]
make you wait, you know,
like a couple of customers,

[00:54:21]
you guys do bed line and so like, no,
we don’t, but we will in a few months.

[00:54:25]
It’s OK.

[00:54:26]
I wait until you guys out there,

[00:54:28]
they see the products like, you know,
I’m going to wait for you until you get

[00:54:34]
this set up and then I’ve come to you
for before I go anywhere else.

[00:54:37]
And we’re still choosing the product.

[00:54:41]
And it’s like it’s it’s so neat to have
people really customers feel this

[00:54:47]
inundated with with what
what is the situation?

[00:54:52]
I think of construction.
Right.

[00:54:54]
We answer phones for a lot of construction

[00:54:55]
companies and a lot of construction
companies just as a whole.

[00:55:00]
They have a reputation for being

[00:55:02]
terrible communicators,
terrible from a punctuality

[00:55:07]
or just being where they say they’re going
to be when they say they’re going to be.

[00:55:11]
I can’t imagine building
a house or doing a remodel job.

[00:55:13]
No, I just see

[00:55:16]
or you just hear all these stories where

[00:55:19]
it’s just like, hey, I’m getting my
kitchen remodeled or three months passed.

[00:55:23]
When they said it was going to be done,

[00:55:25]
they said it was going
to be done in a month.

[00:55:26]
We’ve been doing dishes in our bathtub
for the better part of half a year.

[00:55:31]
And from a contractor’s point of view,
they’re just like, that’s the business.

[00:55:35]
But I’m thinking like there’s no
way that that should be the norm.

[00:55:39]
There’s no way it shouldn’t be that way.
Yeah.

[00:55:42]
So when when a customer finds a business
like yours and you’re trustworthy and you

[00:55:47]
get a good product,
everything is fair and.

[00:55:49]
Trustworthy.

[00:55:50]
They want to latch onto and be like,
what else do you do

[00:55:54]
and all these problems that I want
to pay someone to take care of.

[00:55:57]
Yeah.

[00:55:57]
And I haven’t found anyone else I
can trust to take care of so much.

[00:56:01]
Funny enough,

[00:56:02]
I guess that I just got a phone call was
referring to was this guy called

[00:56:07]
his supervisor talking mobile
as he just got a new truck.

[00:56:10]
Oh, nice.

[00:56:11]
It’s like so you guys do this,
this and that’s like we do

[00:56:16]
like can I get these services
and these services and this area.

[00:56:19]
And these are minor things like, oh,

[00:56:23]
I want to get everything done for you,
but I want you to see what we do first

[00:56:28]
and then we move on to the resident
said it was all right because.

[00:56:31]
OK, that’s fair enough.

[00:56:33]
So

[00:56:34]
you can take to them back and they
won’t take so many services, but.

[00:56:38]
Oh, sure, I feel I feel better off in
a couple of a couple of ServiceSource

[00:56:44]
and then yeah,
they take the rest up,

[00:56:46]
almost asking people to build their trust
in you instead of just saying, trust me.

[00:56:50]
Yeah.
Interesting.

[00:56:52]
That’s pretty cool.
Yeah.

[00:56:53]
So yeah, I’m the kind of person to be
like, well if you trust me let’s roll.

[00:56:57]
Yeah.
Yeah.

[00:56:59]
I feel like you know a lot people focus
first on how much profit,

[00:57:02]
how much money they can bring in and all
the before the focus on the customer.

[00:57:07]
Hmm.
Now I don’t have the mindset.

[00:57:11]
That’s probably one of the reasons I feel

[00:57:13]
like I can actually let the customers
go some place if they’d like to.

[00:57:18]
So now and not try to push
me into my business.

[00:57:21]
It’s time to sell my product the best I

[00:57:23]
can, but not pushing me,
I’m sure if won’t make any sense.

[00:57:28]
It totally makes sense.
Yeah.

[00:57:30]
So that’s why I feel like we have our

[00:57:32]
customer base grow because they feel,
you know, like you say,

[00:57:36]
it’s really hard to find someone who is
going to be extremely hurt,

[00:57:39]
someone who is actually going to care
about some of your problems, you know.

[00:57:43]
So that’s the thing.

[00:57:45]
That’s one of the main things on my mind.
I’m not a customer.

[00:57:48]
I’m not trying to solve them
or to make a profit just because I want

[00:57:53]
to make sure that they feel on their
own that that actually works for them.

[00:57:58]
Yeah, that’s cool.
That’s cool.

[00:58:00]
I like it.

[00:58:01]
So the you’re going to end up in a new
shop or expanding the existing shop?

[00:58:07]
Not sure.
Still, is there space.

[00:58:10]
I don’t know.
Next to nothing.

[00:58:11]
Nothing much.
We can

[00:58:15]
kill that parking lot and drop
a building or something.

[00:58:17]
OK,
we’re going to have to if we we

[00:58:19]
at which is we will we are more
service to our population.

[00:58:23]
That is not that way.

[00:58:24]
There’s nothing we can
do in the shop anymore.

[00:58:26]
All right.

[00:58:27]
I want to pause for a second and tell
the radio people that they can keep

[00:58:30]
watching or keep listening
to this on Draw In Customers.

[00:58:33]
That can’t just click on the podcast link.

[00:58:35]
I am not even looking at cameras.

[00:58:36]
Let me just check

[00:58:38]
if you’re listening to this on the radio,
you can go ahead and click over

[00:58:42]
to the Draw In Customers dot com website,
click on the podcast link.

[00:58:46]
You can hear the rest
of this conversation.

[00:58:48]
We’ll figure out where this is at.

[00:58:50]
And I want to talk to you about employees.

[00:58:52]
Yeah, because employees for every business

[00:58:56]
can be a challenge.

[00:58:57]
And for your business,
you’re talking service.

[00:58:59]
You’re talking a fairly dirty job.
Yeah.

[00:59:01]
At least I believe it’s a dirty job.
No address issues.

[00:59:04]
All right.
It sure is.

[00:59:06]
And, you know,

[00:59:07]
I guess just tell me your experience
in finding deciding you’re going to have

[00:59:12]
employees and just that whole
what you’ve gone through with that.

[00:59:16]
Yeah.

[00:59:16]
So one of my staff focus
on getting someone working for me.

[00:59:23]
I want to be treat them the way I
would like to be treated.

[00:59:27]
OK, OK.

[00:59:29]
Well, the time they were I was working for
somebody else on the really hard worker.

[00:59:35]
If I, if I get hired by somebody,

[00:59:38]
I can do the best of my abilities to get
down to where they want me to get to that.

[00:59:42]
Hmm.

[00:59:44]
That’s that’s how I see the but also
like to be treated that way.

[00:59:48]
And if I, if I give you a hundred
percent I want to treat me.

[00:59:51]
Sure.

[00:59:51]
I like the way
I perform for you, you know.

[00:59:57]
Well that’s one of the things that I see.

[00:59:59]
I don’t see the many businesses,

[01:00:01]
industries are
they treat everybody the same.

[01:00:05]
I feel like, you know, those

[01:00:08]
that has ups and downs,
in fairness, all the way across.

[01:00:11]
It’s good for some people.

[01:00:12]
That’s better than not
people like people like me.

[01:00:14]
You know, if you give you a hundred,
ten percent less than you do and there’s

[01:00:17]
another person who comes
in to seventy percent.

[01:00:19]
Oh, yeah.
You ended up losing on that.

[01:00:21]
But so I took that mindset to my business.

[01:00:25]
So, you know, even though if you don’t
if you’re not the Fosters, it’s me.

[01:00:30]
But if you do, if you go then way you do,
you take pride in outlook.

[01:00:34]
Do you think it’s all good.

[01:00:37]
It’s all good.

[01:00:38]
But I do speak a lot from you.

[01:00:41]
I suspect, you know, you know, quality,

[01:00:44]
you know, show up,
show up on time and don’t come.

[01:00:49]
I don’t like people who complain because,

[01:00:50]
like, we all can complain
about many different things.

[01:00:53]
Oh, you could always complain about
it’s always I’d like, you know, like

[01:00:57]
right now we have one
guy working full time.

[01:00:59]
OK,

[01:01:01]
so slow season right now.

[01:01:03]
One of my brothers working for me
a full time the whole year.

[01:01:06]
He just went back to Mexico
for a couple of months.

[01:01:09]
OK, so sorry, man.
Yeah.

[01:01:12]
Right time.

[01:01:15]
Yeah.
But, you know,

[01:01:17]
going back is really hard to find
someone who can actually,

[01:01:20]
you know, when you speak, it’s really hard
to find someone who can call for you.

[01:01:24]
Yeah, right.
Right.

[01:01:26]
It’s really very, very challenging.

[01:01:28]
But if you pay them enough of your
you know, you actually have to find

[01:01:32]
someone who actually love what
they do, not just go to work.

[01:01:36]
They take pride in their work.
Yeah.

[01:01:38]
And I would say, you know, you can make is

[01:01:42]
it’s a mindset that you go
wherever you want to go.

[01:01:45]
But if you have the mindset that you were
looking for a job and you’re going to do

[01:01:50]
anything just to make sure you do the best
you can for that particular job,

[01:01:56]
you know, and you get paid what you get
rewarded and everything,

[01:01:59]
I think this is it shouldn’t be
that hard to find some people.

[01:02:03]
Right.

[01:02:04]
But, you know, it’s up and down
and that’s tough, tough stuff.

[01:02:08]
So, you know, like, I have
the guy who work for me full time.

[01:02:12]
You know, we have it up
and down from the beginning.

[01:02:14]
Mm hmm.

[01:02:15]
But he didn’t know much about
cars in the beginning, though.

[01:02:17]
Oh, interesting.

[01:02:19]
He had zero clue about how to polish

[01:02:22]
the pain, how to treat a car,
how to take the wheels off the truck.

[01:02:26]
All right.
Yeah.

[01:02:27]
You have zero clue of let’s quite
the learning curve you had to teach.

[01:02:31]
Yeah.
But now he’s one of the best.

[01:02:33]
He’s nice.
All right.

[01:02:35]
So we picked up on it because
he was a little slow in the beginning.

[01:02:39]
But, you know, he saw the process.

[01:02:41]
You know, the more effort you put in,
the more you get rewarded.

[01:02:44]
Mm hmm.

[01:02:45]
So he saw the process is like, OK, the
more I learn, the more I take it home.

[01:02:49]
Mm hmm.
So he he saw that part.

[01:02:53]
It seems like for now I
couldn’t be without him.

[01:02:56]
Wow.
All right.

[01:02:57]
From where we start to where we are right

[01:02:59]
now, like, I don’t see myself
being without him right now.

[01:03:03]
He’s so.
Well, that’s cool.

[01:03:05]
Yeah, that’s very cool.
Yeah.

[01:03:07]
I think a special thing.

[01:03:08]
And one thing that he was saying,

[01:03:10]
what he’s looking for in an employees,
I think one thing is also trust

[01:03:16]
is a huge thing for him.
Yeah.

[01:03:18]
And he’s actually known this employee
at from his hometown in Mexico.

[01:03:24]
Wow.

[01:03:25]
So he knew he he had, you know,
a relationship over the years with him.

[01:03:30]
And I think I think trust is something

[01:03:34]
that that can take a long time, especially
when you’re in a business setting.

[01:03:41]
And I’ve I think

[01:03:43]
me just helping him as a friend, um,
our trust has grown and and it’s just it’s

[01:03:50]
just been amazing how we’re able to push
each other, too, in that aspect.

[01:03:55]
Interesting.
Yeah.

[01:03:57]
Trust is a tough thing because I find
with my employees of Calls On Call,

[01:04:04]
I just because of what we do,

[01:04:07]
I have to just trust the employees to do
to do their job and to to take care

[01:04:15]
of the customers,
take care of the callers,

[01:04:17]
all that jazz, because I can’t be
behind them with every single call.

[01:04:22]
And when you hire a new employee,
the resume says the thing.

[01:04:26]
You chat with them over an interview,
but in the end, you don’t know how they’re

[01:04:29]
going to be until they’ve been
on the job for a little while now.

[01:04:33]
And they’ve tolerated me as a boss.

[01:04:35]
So

[01:04:37]
I’m hoping that’s not a big deal.

[01:04:39]
But I imagine there’s times
that was just like, oh, my God,

[01:04:43]
they have to get along with the employees.

[01:04:46]
There’s a whole culture of the business
that you get one bad egg and that’s going

[01:04:50]
to change the whole culture of the
business not to get a mop that up.

[01:04:54]
Now, like there’s a whole,

[01:04:58]
I guess I would say, unseen,

[01:05:02]
unseen thing that’s just going
on with your business as far as culture

[01:05:06]
and employees and the work that they’re
getting done and how they feel now,

[01:05:12]
if they feel like they’re
being treated fairly.

[01:05:15]
And and I guess going into that trusting
there’s some people that are just

[01:05:19]
not that good and they don’t
see that in the interview.

[01:05:23]
They’re not just like, you know what,

[01:05:25]
I’m kind of lazy or I find the easiest
way to get away from not doing anything.

[01:05:31]
They don’t tell you that in the interview.

[01:05:33]
Yes, I find that out later.

[01:05:34]
And hopefully that’s not how they work.

[01:05:37]
But there have been times that I heard

[01:05:38]
people and just like, oh,
you didn’t tell me you were a moron

[01:05:43]
or you didn’t tell me that, you know,
X, Y, Z or whatever it is in there.

[01:05:49]
And there’s certain just life skills
that you expect people to have.

[01:05:54]
Let me ask you this question.

[01:05:55]
Does a business owner know
how was easy for you to let go on?

[01:05:59]
The list is like to keep it freedom to one
like the first employees.

[01:06:03]
How how tough the first one is,
though, the first one is tough.

[01:06:08]
When I

[01:06:10]
think of my first employee,

[01:06:12]
he was

[01:06:15]
a nice guy, sharp guy,
but not the most presentable guy.

[01:06:20]
He had a funk.

[01:06:22]
And, you know, Roma, the guy stunk.

[01:06:25]
He was a patchouli oil,

[01:06:27]
didn’t believe in showers kind of guy,
but he was very smart, extremely smart.

[01:06:33]
Like it’s one of those things like when

[01:06:35]
the zombie apocalypse comes and you’re
in your vehicle and it breaks down

[01:06:39]
and you’re surrounded by zombies,
he’s the guy you want with you because

[01:06:42]
he’s going to able to fix the truck
to get away from the zombies.

[01:06:44]
Yeah, right.

[01:06:45]
Even though he probably never worked

[01:06:47]
on a truck before,
he could just figure it out.

[01:06:50]
So he had value.

[01:06:52]
But there was a value versus
a printer repair company right now.

[01:06:56]
So I know the printer repair business
had a challenge, still has a challenge.

[01:07:03]
We’re in the customer service business.

[01:07:05]
As far as I was concerned,
just about any service business.

[01:07:08]
I feel like customer service first.

[01:07:10]
Whatever you do is second.

[01:07:11]
Yeah, right now, the undercoating,

[01:07:14]
rust proofing customer service first,
the rust proofing second,

[01:07:17]
because the customer is all the women
that if you prefer

[01:07:21]
all that jazz like you bring in the
business end, that’s customer service.

[01:07:25]
Yeah.
Mm.

[01:07:26]
Like nobody cares if you’re the best
at what you do, if you’re a jerk,

[01:07:30]
don’t want to spend money with you, maybe
you’ll do it once but then never again.

[01:07:34]
And they’re going to tell their
friends, don’t go to that guy.

[01:07:37]
So this customer service first I
was in this guy super awesome.

[01:07:42]
Right.
He’s 90 percent of the way there.

[01:07:45]
I could put him in front of any machine
and he could just figure out, however,

[01:07:50]
when he shows up in an office
and he smells like he’s just been hanging

[01:07:54]
out in a dumpster for the past two weeks,
that’s a bad day.

[01:07:57]
Yeah.

[01:07:58]
And that’s going
to reflect on my business.

[01:08:00]
I got a little step further.

[01:08:03]
He had some political leanings
which who cares?

[01:08:06]
But he had political leanings that he
wanted to share with our customers.

[01:08:09]
Oh, oh, no, no, no, no.

[01:08:12]
You’re there to fix the printer,

[01:08:14]
not to preach whatever it
is you’re preaching about.

[01:08:16]
Right.

[01:08:17]
So I got a phone call from a good client
and they said, hey, here’s a situation.

[01:08:23]
The guy came, he fixed printer,
OK, but here’s what happened.

[01:08:27]
And the guy

[01:08:29]
tried to spread his his beliefs onto

[01:08:32]
the customer
in a in a semi aggressive way,

[01:08:37]
not physically aggressive,
but just very aggressive.

[01:08:40]
And so I I’m like, OK, I’ll talk to him.

[01:08:44]
He’ll never go to your place again.

[01:08:45]
I’ll take care of you guys.

[01:08:47]
Frank got to take care of the customer

[01:08:49]
then just figure out what’s going
on with the employee,

[01:08:51]
not have a conversation with the employee
and say, look, here’s the situation.

[01:08:54]
You’re super awesome at X, Y and Z,

[01:08:56]
but I love you and I couldn’t
replace you for that.

[01:09:00]
This is what we got going on.

[01:09:01]
We’re small business,
so you got to wear a lot of hats now.

[01:09:04]
You got to wear the warehouse hat.

[01:09:06]
We got to mop up the bathroom hat and we
got to take care of the customer here.

[01:09:10]
Now, as it stands right now, you are
unable to take care of the customer.

[01:09:16]
So something has to change.

[01:09:18]
Either you have to learn to take a shower

[01:09:20]
and keep your mouth shut
or you get to walk.

[01:09:26]
And he said essentially the shower thing,

[01:09:30]
I get that I can figure that out,
but I can’t.

[01:09:33]
In my heart.
He’s an idealist, right?

[01:09:36]
I can’t.

[01:09:37]
The what happened was a customer had
a radio station on that was listening

[01:09:39]
to some political you Urara
that he didn’t like.

[01:09:42]
So he didn’t ask.

[01:09:44]
He told them to turn it off

[01:09:47]
like we’re not in a situation
where customers paying you.

[01:09:49]
Oh, well, you listen
to whatever they got up.

[01:09:52]
You are there to take care of the printer.

[01:09:54]
Yeah, right.
It doesn’t matter.

[01:09:56]
Just do your job.

[01:09:58]
Move on with your life.

[01:09:59]
I’m curious how when you went to address

[01:10:03]
that situation,
did you do it in the professional setting

[01:10:06]
or hey, let’s have a couple
of beverages outside of work.

[01:10:10]
It’s like, how is your strategy on that?
I’m just very curious.

[01:10:13]
So my what I typically say is that the
the employee knows what’s going on.

[01:10:20]
Right?

[01:10:21]
He said something and he knows, like, you
don’t just say, hey, shut off your radio.

[01:10:25]
And the person’s like, OK,
that doesn’t happen.

[01:10:28]
Yeah, right.

[01:10:30]
Even if you tell your kid to shut
off the radio, show you to.

[01:10:32]
Right.
That’s just stupid stuff.

[01:10:35]
There’s going to be more
of a conversation than that.

[01:10:37]
Right.
Right.

[01:10:37]
And it’s generally speaking,
not going to be rainbows and moonbeams.

[01:10:40]
So this guy knows something happened.

[01:10:42]
I don’t think he knows or knew
that the customer called me.

[01:10:46]
So when he came in the shop, I said.

[01:10:48]
Hey,

[01:10:50]
this customer called me tell me a story,
OK, and some put it on him just because it

[01:10:57]
doesn’t look it doesn’t matter how
you slice it, there’s two sides.

[01:11:01]
So I got the customer side.

[01:11:02]
Now I want to get his side and
he gets all red faced and gets all fired

[01:11:07]
up just like they were
listening to my mom.

[01:11:10]
Right.
Oh, well.

[01:11:12]
And I’m like, well,

[01:11:12]
your heart rate’s getting pumped here over
radio station, man.

[01:11:19]
So I’m like, that’s when I said,
OK, we got to figure this out.

[01:11:23]
Right.

[01:11:23]
It’s going to be very
tough to replace you.

[01:11:25]
I’m not interested in replacing you,
but you’re essentially forcing my hand.

[01:11:30]
If we are saying that you need these
things in order to fill this position as

[01:11:34]
an employee because we’re
small business, right?

[01:11:36]
Yeah.
You’re the employee like we’re two people.

[01:11:40]
No, I can only do so many things.

[01:11:42]
You can only do so many things.

[01:11:43]
And one of the things you’re not willing
to do

[01:11:46]
is avoid telling the customer to change
their radio station

[01:11:50]
or what they’re listening to,
like that’s going to happen again.

[01:11:53]
Some office that you go
in to fix some printer.

[01:11:56]
At some point, somebody is going to be

[01:11:58]
wearing something or listening
to something that you don’t like.

[01:12:02]
And I need you just to ignore it.

[01:12:04]
If you can’t do that,

[01:12:07]
we to walk away.

[01:12:09]
What was the outcome of of his.
You walked away.

[01:12:13]
Oh, he said essentially that his beliefs,

[01:12:17]
he was not willing to challenge those
beliefs by ignoring those things.

[01:12:22]
This whole thing was silence
is acceptance in this case.

[01:12:25]
Right.

[01:12:27]
And I’m like like I was
trying to fight for him.

[01:12:29]
Like, look, dude,
you know that when you tell somebody

[01:12:32]
to shut off the radio, they’re not going
to be like, oh, you’re totally right.

[01:12:37]
My printer guy told me
to shut off my radio.

[01:12:40]
I’m going to not believe what he believes.

[01:12:42]
It’s not going to happen.

[01:12:44]
You’re not going to convince someone.

[01:12:45]
You’re not going to change their mind.

[01:12:47]
Even people in the radio stations
are going to change people’s mind.

[01:12:50]
Right.

[01:12:50]
Like, people are very close minded
when it comes to stuff like that.

[01:12:53]
They’re religious about whatever.

[01:12:56]
So I’m like, is it ideal or is it just
this fallacy that you have in your head

[01:13:04]
that it’s not going to come true
in the end?

[01:13:07]
It doesn’t matter if you work
here or at any other place.

[01:13:11]
Something like this is
going to come up again.

[01:13:14]
You I just keep hopping jobs endlessly
and he’s like, I just can’t do it.

[01:13:21]
And I would have loved to say,
hey, you know, we’re big enough.

[01:13:24]
We have space in the warehouse.

[01:13:25]
We can tuck you in the back.

[01:13:26]
We never see anybody else.

[01:13:28]
You rent your own printers
and move on with your life.

[01:13:31]
Yeah, I would have loved to have that,

[01:13:33]
but we were just too small the company
to have that be an option.

[01:13:37]
So it’s one of those like really

[01:13:40]
you’re not willing to sacrifice what I
considered to be like this tiny sacrifice.

[01:13:44]
Wow.

[01:13:46]
So it was one of those

[01:13:49]
you ever just have one,
those conversations with someone.

[01:13:52]
And it’s just like I can’t
believe that this is your stance.

[01:13:55]
Yeah.

[01:13:56]
I just can’t like you’re willing to quit
a job with no plan B,

[01:14:01]
and there’s other jobs where he could have
gotten a different job,

[01:14:04]
but there’s no immediate plan B
and this job was ninety nine percent.

[01:14:07]
He loved it.
Right.

[01:14:10]
And I like to think I was a cool boss.

[01:14:11]
I paid him well, blah, blah, blah.

[01:14:14]
This was one percent just
for this one little thing.

[01:14:18]
And so it opened my eyes to like, OK,

[01:14:21]
employees want a lot of stuff that you’re

[01:14:25]
not going to be able to deliver
on every single thing that they want.

[01:14:28]
And there’s going to be some people

[01:14:29]
that get it and there’s going
to be some people that don’t.

[01:14:33]
And you have to find the people that get

[01:14:34]
it and you don’t know what they’re going
to get it until after they’re with you.

[01:14:38]
Yeah.
So I I’ll give you another example.

[01:14:40]
It is my most recent employee that I
hired with all covid thing going on.

[01:14:45]
We opened up our search nationwide
because the people are working from home.

[01:14:49]
We’re like they not to be in the office.

[01:14:52]
They don’t have to be a near
Sun Prairie or Madison.

[01:14:55]
Why not search nationwide?

[01:14:57]
We have customers nationwide.

[01:14:59]
Let’s just see what happens.

[01:15:01]
So this girl fires

[01:15:04]
fires in from Texas, my interviewer.

[01:15:08]
And it’s awesome.

[01:15:10]
She’s super cool interview right
like this half hour, 45 minute interview.

[01:15:15]
Right.

[01:15:15]
So you can only tell so much
from that conversation.

[01:15:19]
So don’t think, OK, what is my risk here
if I hire this person?

[01:15:23]
Let me pause for a second,

[01:15:24]
because before I hired another girl out of
party, Bill, so thirty minutes away,

[01:15:31]
I brought computer monitors,
all this equipment over to her.

[01:15:35]
She didn’t show up
on the first day of work.

[01:15:38]
Just show up working from home.

[01:15:41]
So then I had to go back there,
collect all the stuff and just

[01:15:46]
it got a little bit messy, but it wasn’t.
It could have been.

[01:15:48]
Wait.
She just she had some personal stuff going

[01:15:51]
on and she was cool, but it could
have been way worse, right?

[01:15:56]
So I’m like, OK, I’m going to ship this
stuff to Texas desk computer monitors.

[01:16:01]
Right.

[01:16:01]
You’ve got a couple of thousand dollars
worth of equipment

[01:16:04]
to a person I’ve never met in person to
something of they flake that’s just gone.

[01:16:11]
Like you just you’re out.

[01:16:13]
Were you seeing a video call or whether
it was just over the phone, some call.

[01:16:18]
Yeah.
So it was it was video.

[01:16:20]
So but in the end, like you,
people can fake stuff for 30 minutes.

[01:16:25]
Right.

[01:16:26]
I’ve had quite a few employees that seem
super cool in the interview and then they

[01:16:31]
just wouldn’t show up on the first day or
or like this one,

[01:16:35]
even in her own apartment, she wouldn’t
show up like they just flat rate people.

[01:16:39]
Flake I never knew that was
a thing until I got employees.

[01:16:42]
And

[01:16:44]
apparently it’s a thing.

[01:16:45]
So I’m thinking, OK, what’s my risk?

[01:16:48]
And then what is my reward?
She seems super cool.

[01:16:51]
She’s super smart.

[01:16:52]
Her references are like,
this person’s a rock star.

[01:16:54]
You’ve got to hire her.
Whatever she does, she’s awesome.

[01:16:58]
So run with it.

[01:16:59]
And I’m like, all right,
we’re in the business.

[01:17:02]
Business is risk.

[01:17:03]
I’m going to take a chance.

[01:17:04]
Super awesome, incredible employee.

[01:17:07]
Just super great clients,

[01:17:09]
love her employees, love her
wits to get those two combined.

[01:17:13]
That’s a rare thing.
Yeah.

[01:17:15]
Because it’s I mean,
we’re in an industry where

[01:17:20]
we’ve had people that were kind of catty
in in an office setting.

[01:17:24]
Hey, there’s littleyou know what I mean?

[01:17:27]
Like, any time you get more than,

[01:17:28]
let’s say, well, more than one person,
there’s going to be it’s like any time

[01:17:33]
there’s more than two cars,
there’s going to be a race, right?

[01:17:35]
Yeah.

[01:17:37]
Like with any more than one employee,
there’s going to be either I like you,

[01:17:42]
I don’t like you or just write this
whole politics and all kind of stuff.

[01:17:49]
So we have four full time employees.

[01:17:50]
Now, this is the best culture
that we’ve ever had ever.

[01:17:55]
Wow.
By leaps and bounds.

[01:17:58]
The challenge, as business owners know,

[01:18:01]
is that when you get better
employees, you pay them more.

[01:18:04]
And so now we’re having to lay down more

[01:18:06]
cash, which that becomes a challenge
because then you have to navigate

[01:18:11]
clients, you know what I mean,
to be able to afford to pay him.

[01:18:15]
Like, it’s just there’s
a little bit of a dance.

[01:18:16]
There are.

[01:18:17]
Are you on contracts with those
or is it a month?

[01:18:21]
OK, no.

[01:18:22]
So our clients within 30 to 60 days.

[01:18:28]
But you’d be a bad day, but they
could all leave us all at once.

[01:18:30]
Oh, that would be a very bad day.

[01:18:33]
We’d have to really mess up

[01:18:35]
and for the volume of work that we do
for our clients not to toot our own horn,

[01:18:39]
but our clients would
most of them would be in a world of hurt.

[01:18:44]
We’re the back end of their business.

[01:18:45]
So they

[01:18:47]
we just do a lot of stuff for.
Right.

[01:18:49]
And then it’s the trust thing.

[01:18:51]
No, they’ve grown to trust us.

[01:18:54]
And by us, I mean the receptionist.

[01:18:56]
It’s not so much me
because I’m just a dude.

[01:18:58]
Right.
I’m just a the business owner that

[01:19:01]
essentially sold them on the work
saying that we’re super awesome.

[01:19:05]
Then my crew proved that we’re awesome.
And then the people that hire us are like,

[01:19:11]
wait, if you can do that, can you do this
right? And they’re just added add and add

[01:19:16]
to the point that you’re doing
all this stuff for these people,

[01:19:20]
for their colors and for them
as a business that they don’t

[01:19:25]
it’d be tough for them to go anywhere

[01:19:27]
else, including hiring
their own person in-house,

[01:19:30]
because we know that when you hire
an in-house, are they going to show up?

[01:19:34]
Are they going to never take vacation?

[01:19:36]
Like there’s so many variables, right?

[01:19:38]
With employees, my rules and employees
come with baggage, every single one.

[01:19:43]
It just depends how big is the bag is.

[01:19:45]
It’s like a tiny little
baby boomers that like.

[01:19:49]
Back to you, Paula.

[01:19:51]
That’s an interesting way of looking
at it, because they’re people, right?

[01:19:55]
And everybody, you, me, everyone,
we got baggage of some kind.

[01:19:59]
And some of us know how to just let it go
and enjoy your job without that baggage,

[01:20:04]
as some people are like,
I’m taking a baggage everywhere I go.

[01:20:07]
Right.
I’m going to go in the store.

[01:20:08]
And when somebody asked me paper or

[01:20:09]
plastic, I’m going to tell them
about my dead puppy or whatever.

[01:20:13]
Yeah, but well,
so it’s tough to find employees

[01:20:19]
that will meet that will
fit into your culture,

[01:20:23]
that will do a good job,
that will show up,

[01:20:25]
that are willing to tolerate whatever it
is that the business does in any industry.

[01:20:30]
Right.
It is.

[01:20:31]
I mean, I think of the people.

[01:20:33]
Think of

[01:20:35]
a single quick trip.
Quick trip.

[01:20:37]
They had a billboard.

[01:20:39]
I know that was a year or two ago.

[01:20:41]
They’re looking for five
hundred employees.

[01:20:45]
You’re looking for five
hundred convenience store.

[01:20:48]
Our employees,

[01:20:49]
I was looking for one receptionist at
the time and I was having a rough time.

[01:20:53]
Wow.

[01:20:53]
I’m like, wait a second nights,
weekends dealing with crabby people.

[01:20:58]
A lot of the times

[01:21:00]
you’re dealing it’s essentially,
I guess maybe there’s a corporate ladder

[01:21:04]
of some kind, but it’s probably
not the greatest in the world.

[01:21:07]
Do you think they’re overshooting?

[01:21:08]
They want 100 good ones.

[01:21:10]
But like, let’s start off with five.

[01:21:11]
Give them six months.
Right.

[01:21:14]
You got to get on.
OK, sorry I held it like this long.

[01:21:18]
Awesome.

[01:21:18]
So let’s end this right there and then
I really appreciate your time.

[01:21:24]
This has been an amazing experience.
This is cool.

[01:21:27]
And yeah.
I thank you so much for your time.

[01:21:30]
Like

[01:21:32]
we can do a second.

[01:21:33]
So

[01:21:35]
I would love it after we
after we expanded that up.

[01:21:39]
We would love to do this again.

[01:21:40]
And I know you’re going to have
more experiences as you grow as well.

[01:21:44]
That’s the name of the game, right?

[01:21:46]
That’s what makes it fun.

[01:21:47]
This has been
Authentic Business Adventures the business

[01:21:49]
program that brings you the struggles
stories and triumphant successes

[01:21:53]
of business owners across the land
underwritten by Bank of Sun Prairie.

[01:21:57]
If you’re listening to this on the Web,
please give it a thumbs up,

[01:22:00]
subscribe, comment, and share this with all
your friends, all your other entrepreneur

[01:22:06]
people that you know want
to start their business.

[01:22:08]
My name is James Kademan

[01:22:09]
and Authentic Business Adventures is
brought to you by Calls On Call offering

[01:22:13]
call answering and receptionist services
for service businesses

[01:22:16]
across the country, on the Web
at CallsOnCall.com as well as

[01:22:20]
Draw In Customers Business Coaching
offering business coaching services

[01:22:24]
for entrepreneurs in all
stages of their business.

[01:22:26]
And of course, The BOLD Business Book

[01:22:29]
a book for the entrepreneur in all of us
available wherever fine books are sold.

[01:22:34]
We’d like to thank you our wonderful

[01:22:35]
listeners as well as our guests our
Ernesto,

[01:22:37]
the owner of Madison Auto Protection and
Rust Proofing, as well as his sidekick.

[01:22:42]
Lester,

[01:22:44]
This is good times.

[01:22:45]
You guys got this. It’s cool to watch as you

[01:22:47]
guys grow your business
and two years in you already quadrupled it.

[01:22:50]
Yeah, that’s you doing something right.

[01:22:53]
That’s all it comes down to.

[01:22:56]
Past episodes can be found morning,

[01:22:57]
noon, and night at the podcast link
found at DrawInCustomers.com.

[01:23:02]
We’d like to think you our wonderful
listeners as well as our guest.

[01:23:04]
I think I already said that,
but I’ll say it again.

[01:23:06]
Thank you for listening.

[01:23:08]
We’ll see you next week.

[01:23:09]
I want you to stay awesome.

[01:23:10]
And if you do nothing else,
you know what to do. Enjoy your business.