5/1/20
Frank Lopes joins us!
​Frank talks about the season of challenge, and the season of opportunity (5:30)
What's happening with used car values right now (trade values) (11:24) Basic blocking and tackling - unless you're the pioneer on the cutting edge right? Let's talk video interaction (20:20)
Reverse engineer - it's all about interaction with customers (22:20) Scumbag Syndrone! Or is it Scumbagiosis? The original sin in the car biz (26:30)
Chicken or egg? Customer problems or dealership problems? (28:00) 
Of course, it's the media. Frank's 7-minute setup and the process for goal setting (34:00)
Two basic desires that people have: want to be wanted, want to help (37:30)
The difference between generations in the car business (39:20)
March 11-15, the cry heard round the world: buy from home! (41:40)
The compliment from the customer, the feeling, is more important than the money.... ? What comes first? The customer, or the deal? We can do online retailing better than the online retailers, because we have the people (43:47)
The problem with always saying we can beat the deal, and why the website is a weapon we've pointed at ourselves. It's better when the personal connection is made, so how can we create that opportunity? (47:25)
Some talk about Pillar #3 - why spend the money? (50:10)
Some talk about Pillar #1, and why we don't ask about problems. "If I could, would you" - "we'll see" - and how NOT to close a deal (51:15)
Our mission, and the difference between training and education (53:20)
If a customer swears, is that free license for you to curse too? (58:47)
​Frank's parting words about how to get it done. Start with the goal (vision) and work backwards (1:02:20)