Facts Not Feelings with Brooke C. Furniss

Think about it, when you're IGNORING someone and looking at your phone & NOT paying attention to them, what are you doing? Checking social media, checking scores, scrolling through photos, hell we're even looking through photos of the people right in front of us, or maybe we are swiping right…or left! The PROBLEM: Phubbing. No this isn't Brooke-ish. Phubbing is ignoring someone in favor of your phone & it hurts relationships and is costing you money.

If you're talking to someone & their phone is present, your guard is up & you know they are not listening/paying attention. Numerous studies have been done on this: partners experience depression & less satisfaction with life, friendships aren't spare as we see our friends as less polite & less attentive that phub us. One feels disrespected & not heard. Well you are saying to yourself, “Brooke, I don’t check my phone…it's on the table.” Yeah no. That's like me saying I'm going to stop buying Jordans & then slowing down to one/week.

Think of the last dinner you attended. If the phone was on the table, did you feel better, or were you simply waiting for it to ring/for the person to grab/check it? You know the most important thing in the room was the damn phone! Numerous studies have proved this. Simply having the phone present during a conversation interferes with the ability for humans to connect, experience true empathy, & at the core of any true friendship! We feel more empathy when these little devices are tucked away & out of sight.

When you were phubbed, you most likely you felt unheard & disregarded like a piece of trash. What did you do? Turned to your phone!! Why? You wanted to feel included! Here's the kicker, social media actually makes us feel MORE alone!

Now think of this in a business setting. If you're in a meeting & your manager has their phone on the desk, what does that do to the employees? What message is that sending to the team? Think how much more successful the message would be if the phone was tucked away & out of sight where neither party is fighting for attention, whether subconsciously or now consciously? Now take the scenario where a customer/client is across from you & a phone is present. You are telling the customer upfront you don't hear them & don't care about them, AND have given them permission to use their phone. What happens when a customer picks up a phone in a dealership...they shop our competitors! It is not enough that every time we leave them they are shopping them, now we have willingly told them: pick up the phone & use it! Why not instead, connect with them, show them you truly care, and that you care enough to put yours away for the duration of the conversation? Having the phone outs makes it that more difficult to close the deal as you have lost the connection.

Nicholas Kardaras, former Stony Brook Medicine clinical professor and author of Glow Kids, goes so far as to liken screen time to digital cocaine. Consider this: The urge to check social media is stronger than the urge for sex, according to research by The University of Chicago’s Wilhelm Hoffman.

Greatest needs are Food, Shelter, and positive social connections with people. Crucial for health and happiness and is worse than smoking, high blood pressure and obesity!

0:00 Start

0:47 New Time, Same Brooke

1:22 Idaho Falls, Melaleuca Freedom Celebration Fireworks, July Fourth Plans and Grilling Favs

2:16 No Live Show on Monday

2:48 What The Phub?

3:29 Vacation vs Trip, Leave Phones Behind, Home Depot

6:31 What Is Phubbing?

7:43 Why Phubbing Is Hurting Us

9:25 What Happens When You Feel Disrespected and Not Heard -  Phubbing Is Costing You Money and Relationships

14:02 What Message Are You Sending?

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

#FactsNotFeelings #phubbing

If you missed Friday's video, first off, shame on you! Now go back and watch/listen to it.

Listen: https://bit.ly/3u3UalW

Watch: https://bit.ly/3ynEL2v

I mentioned a little Nike mishap. Well, 3 of the numerous pairs of Js showed up over the weekend. The excitement that boils up inside of when the notification hits that a pair of shoes is being delivered, and then the pure joy that washes over me when my phone dings that the shoes are here and the Ring goes off that they have been delivered. Man, it is like Christmas! I have not even the open shoes and…oh new the smell of new Kicks!! I tear open the box. I slowly peek in to see how Jordan and the Team have designed the shoebox: is it a classic OG style, white, something new? Then I carefully open and look to see which tissue paper has been chosen to protect my beauties as I am engulfed by the only smell that beats new car smell: New Kick! I study every angle of the shoe and pour over the details. As the euphoria is at an all time high, I know yet again that the photos and videos online NEVER did the Js justice!

Where the hell am I going with this? Do you know your worth?

Robin Wilson, Founder of SVP Agency and all around kick ass boss babe, posted this the other day and wanted to not only reiterate it, but scream it: “Stop low balling your business to satisfy cheap people. They pay full price for Jordan's and Michael Kors they can pay you too.” As someone who buys those Js, yes!!

Oddly enough, I had the exact same conversation with another friend about a week prior on the same topic. Why are so many of us lowering to accommodate others, especially when companies are making record profits. You know if you are worth it, so ask for it. Lowering your cost, means you are lowering the value of you and your worth. Stop it. Whether it is Nike/Jordan raising the price of their shoes, chicken that is double, the photographer that costs more, everything costs more, those that are damn good at what they do will cost more.

Follow Jarrod Kilway on LinkedIn: https://bit.ly/3HScyUw

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

0:00 Start

2:54 Jarrod Kilway Episode Recap: My Takeaways

3:24 First Takeaway: Keep Growing, Learning Everyday, & Never Stay Stagnant

3:49 Second Takeaway: The Present and Future of EVs

4:14 Third Takeaway: Not Thinking Only For Here and Now - Think About Future

5:44 Brief Recap of Nike Mishap and How I Benefited

5:58 Do We Know Our Worth? How Is This Related to Air Jordans?

9:29 Are You Low Balling Your Business to Satisfy Cheap People?

11:14 PSA: Know Your Worth and Charge Accordingly

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Today you better have already had your coffee/caffeine fix, because we are coming in hot! I am bringing in...drum roll please...Automotive News 40 Under 40 Nominee, Auto Genius Founding Member, former Director of Digital Strategy and Solutions for Germain Automotive Partnership, now VP of Strategy and Success at Konect.ai, and maybe most importantly, my Metaverse and Name Tag Buddy: Jarrod Kilway! Really we could probably mic drop simply based on Jarrod's titles, alas we have a show to do, so let's do this!

Jarrod and I both have a passion for a seamless customer journey. In order for this magic to happen, it is essential that everyone and everything talks to each other, that everything is integrated. Sooo the question is how does one have smarter marketing with AI, while still having the human touch? As more and more OEM mandates are pushed down the line, this leads to the domino repercussion effect on the dealer, which in turn impacts the consumer. How do you still show your uniqueness and connection with the consumer? EVs present a whole new world of opportunity when it comes to technology. Are you capitalizing on this?

Jarrod and I jump into all of this today. How are you and your dealership utilizing Smarter Marketing? Are you using AI?

Follow Jarrod: https://qrco.de/bd5Hmd

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0:00 Starting Strong

4:26 KBB ICO Dealers and Leads

7:13 HR & Recruiting: How to Streamline

8:25 Auditing Hiring & Onboarding Process

19:08 Be Open Minded, Ask Questions, Don't be Stagnant

19:59 Learn Something New Everyday

20:59 Don't Be Come Stagnant, Moldy, and Smelly

22:42 EV: What's Next on the Horizon

31:55 Lightning Round Questions

37:39 What's On Brooke's Feet - Nike Mishap

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Before I jump into the show, I know I told you all I would reveal the big guest for this Friday…we have...drum roll please.. Automotive News 40 Under 40 Nominee 2022, the incredible Jarrod Kilway! Do Not Miss This Friday!

While in Utah last week, I was waiting for the elevator up to my room, like a million times prior, and see "In Case of Emergency, Break Glass." Then the thought hits me: "Have we broken the glass?"

I feel we are at a crux in our industry right now. Anyone else lost count of the number of times JFK's quote of "the time to repair the roof is when is sun is shining"? Anyone else find that a bit alarming? Who is heeding this warning & taking action? Who's broken the glass as they have seen the emergency looming? I know that many have. Those that have joined the the GA4 Council have definitely broken the glass as this is massive emergency & are joining forces to take action immediately. Are you refocusing your training efforts? What about concentrating your energy on your employees & ensuring they know are appreciated? Are you truly investing in them? It starts at the top & trickles down, so ensure the one leading you into battle, or in this case into the fire, is the leader & the captain you can trust. Are you truly investing in them? It starts at the top and trickles down, so ensure the one leading you into battle, or in this case into the fire, is the leader and the captain you can trust. If this person is not, break the glass in case of emergency. We are at too crucial of a crossroads to waste time. Do your customers shop at your store because they have to or they want and choose to? Are they telling their friends about their experience at ABC Retailer and how seamless, effortless, and how they won't buy a car/shop anywhere else?

If you have broken the glass, congratulations! Maybe you only took the little mallet and tapped on the glass. Maybe you still don't see the emergency looming. Break the damn glass!

Sales vs Fixed Ops Shootout Show: https://lnkd.in/eAFDkMwT
Connect with BZ Consultants Group: https://qrco.de/bcqqFo

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#BZConsultantsGroup #BZConsultants #FactsNotFeelings #FactsNotFeelingsFriday #MondayRecap #BreakGlass #BreakInCaseOfEmergency #InCaseOfEmergencyBreakGlass #InvestInTheBest #FixRoofWhenSunny #JarrodKilway #AutomotiveNews #40Under40 #Carllage #BeKind #CustomerExperience #Consultant #Podcast #automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #womeninbusiness #automotivemarketing Ian Nethercott Jeff Polo Colby Joyner

Another week in the books. Between the honor of being on others' shows this week and a busy travel week, it is has been a doozy! This Monday, I am back on the #AutoHubShow. They may have to start charging me rent! We are coming to you this week from west cost and the 801...that is Utah for those that don't travel a lot and somehow don't have area codes stashed in their memory! I never grow old of the Wasatch Mountains.  

What is Keratoncous? No, it is not Brooke-ish, but I applaud you in your guess! In 2008, I had a corneal transplant. With any transplant, one will forever have a lifetime relationship with their doctors. Every six months for the rest of my life I see them. Even though I live in Chicago, the best of the best are in UT, so I fly to here. $$$ = Yes

This got me thinking about our trade, our industry. Don’t we want our customers to be lifetime customers? What are we doing to ensure this? Are we meeting their expectations and their expectations of us?Are we treating those loyal, VIP customers as that VIP OR letting the relationship become lackluster? Would customers or our employees follow us wherever we go? Are our employees masters are what they do: both at the personal level and technical level Is mutual response shown? Do we provide a reason to NOT leave/shop elsewhere? Do the know they are #1, or better yet not a number?! Are we under promising and over delivering or the other way around? Are we continually keeping the customer updated throughout the process, even if that is, “hey I haven't heard back but didn’t want you to feel alone in this.”  Do we do what we say we will do? What is expectation vs reality?

What are you doing at your store to ensure lifetime customers keep coming back?

Sales vs Fixed Ops Shootout Show: https://lnkd.in/eAFDkMwT
Connect with BZ Consultants: https://qrco.de/bcqqFo

Follow, subscribe, and never miss a show!

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Did David Long not send us into the weekend the right way or what?! What was your biggest takeaway from our conversation with him? If you haven't already connected with David, you are missing out on knowledge left and right!

Connect with and Follow David Long: https://qrco.de/bd5FE2

Watch Show David Long: https://lnkd.in/gFAXtFwr

It is Graduation Season. Chris's niece Abbie graduated over the weekend with her Masters. Incredible accomplishment with two adorable little boys and ever supporting husband Kris. The President of the college brought up a simple yet very wise statement in addressing the recent graduates. Commencement means to start, to begin and how this was the beginning of a brand new chapter for them.

As Brian Pasch leads us into the uncharted GA4 Front, we are commencing into brand new territory. I for one am ever grateful to have him as our fearless leader.  Look at this list of names! It is incredible to see the companies answering the call! Brian Kramer equated this council to "Bluetooth having a IEEE (Institute of Electrical and Electronics Engineers) or SIG Standards for Modern Retail KPIs." GA4 Council Assemble!

Today is a packed today! I may need an extra bowl of Wheaties and...mug of tea!

Join me today on Jeff Polo and Ian Nethercott's Auto Hub Show "The Inclusive Marketing Show" this Monday at 10 AM CST: https://bit.ly/3myVppc

Join me on Ted Ings After Dark at the Fixed Ops Roundtable® at 7 PM CST: https://bit.ly/3xFiVpV

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

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Today we hit the ground running with the one and only David Long. David holds many titles: Executive General Manager for Hansel Auto Group in Santa Rosa, California, Founder of Pandemic of Positivity, Consultant, Creator of "All Things Used Cars" on Clubhouse, manages 58 Used Car Buying Centers from here to Brazil, and many more allocates that could take up this entire page. What is his greatest accomplishment and important title? Being a father and grandfather.

David and I sit down and chat about how he became the Used Car Guru, the current state of automotive and how his team is prepared for whatever happens today or a month from now.  We dive into Fixed Ops  and how crucial tire sales are to our industry. Shoutout to TraXtion for the the tire stats.

Anyone that knows David, knows he is the definition of positivity and love. Join us as we dive into what has makes him and the Hansel Auto Group so successful month after month and year after year.

Connect with and Follow David Long: https://qrco.de/bd5FE2

Join me on Jeff Polo and Ian Nethercott #AutoHubShow and Podcast "The Inclusive Marketing Show" this Monday at 10 AM CST: https://bit.ly/3myVppc

Join me on Ted Ings AFTER DARK at the Fixed Ops Roundtable® at 7 PM CST: https://bit.ly/3xFiVpV

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

Follow, subscribe, and never miss a show!

#BZConsultantsGroup #BZConsultants #FactsNotFeelings #FactsNotFeelingsFriday #Love #Unite #Support #UniteInLove #Carllage #DavidLong #Hansel #HanselAutoGroup #GoForGreen #AllThingsUsedCars #ClubHouse #InspireOthers #Positivity #PandemicOfPositivity #Patience #BeKind #PersonalDevelopment #DGDG #FixedOps #TireSales #StructureDiscipline #CustomerExperience #Consultant #BrookeFurniss #Podcast #automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing #PrideMonth #LoveIsLove

Sooo, Friday was fun right?! We decided to test the limits of the whole technology and people theory on a Livestream. Huge thanks to the many that jumped in full force and assisted.

I guarantee all that listened felt better. happier, and all around had a better day as Laurie has a way of doing that to people. 

Watch Friday's show with Halter: https://lnkd.in/giBkgeaW

Follow Laurie: https://qrco.de/bd4jiW

To add to the Friday excitement, Brian Pasch's Open Letter to Ford Motor Company CEO Jim Farley was reshared over 9,000 times in just 24 hours. Were you one of the 9,000? Did you read it? Key takeaways:

1. Is Ford changing their building standards and facility requirements today to minimize the investments dealers need to make for new facilities or facility upgrades?

2. Who is going to work out upside-down trades or poor credit customers?

3. Trade In: Who is purchasing the vehicle and where does it go?

4. Certification Process: Who is certifying pre-owned vehicles?

5. What is your risk tolerance when other OEMS have vehicles available on their lot ready to buy/sell? Average Consumers will not wait for the  built to order model, especially when they can drive to competition and pick up an in stock vehicle.

6. What happens when Ford models and incentives do not sell through national inventory that was pre-built or orders fail to meet production goals?

7. Will local dealers have the ability to offer their own financing and F&I products, or will Ford control those offerings? 

8. Profit Margins: How will profit margins be affected based on how dealers are currently use to making profits.

9. Ford's complexity of trims vs Tesla's is vastly different. Will this still be worth it to the consumer to order a Ford, OR will it stop them from ordering?

10. Who is going to design and build your national sales portal?

This week we have the one and only, All Things Used Car Guru and all around good guy, David Long on the show. In case you have been living under a rock or been taking a hiatus from social media, this man is everywhere! It doesn't matter what time zone, he is being interviewed or speaking somewhere...and for good reason! Do NOT miss this episode!

Follow David Long: https://qrco.de/bd5FE2

Car-llage: Do you have a story and photos about how your dealer, agency, etc works/worked well with another dealer/agency? I want to hear about it. Send me all the stories and photos you have about reaching across the aisle and helping a fellow colleague in the industry. Send all stories to [email protected]

Connect with BZ Consultants: https://qrco.de/bcqqFo

Follow, subscribe, and never miss a show! 

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If you are in the same room with the incredible Laurie Halter, you will 1. Instantly feel better 2. Feel the love that she exudes 3. Be a better person 4. Be able to tackle the day She has this innate ability to find the very best in a person and let that person's talent shine bright like a diamond! #Rihanna While she may be known as the master connector in our industry, #BossBabe and owner of Charisma Communications, and epic Podcast Host on Carearing, maybe her better title, is Mom and ever grateful for each day on this earth and for those around her.    

Follow Laurie: https://qrco.de/bd4jiW  

Donate to Uvalde Texas Elementary School Shooting Relief: https://bit.ly/3MPI0EK  

Car-llage: That Brooke-ish you say? You are 100%, and congrats on following my language! WTH is it? I want to hear about all the amazing ways our industry comes together. Do you have a story and photos about how your dealer, agency, etc works/worked well with another dealer/agency? I want to hear about it. Send me all the stories and photos you have about reaching across the aisle and helping a fellow colleague in the industry. Send all stories to [email protected]  

Connect with BZ Consultants: https://qrco.de/bcqqFo  

Follow, subscribe, and never miss a show!  

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USA! USA! USA! It's Memorial Day, which means a couple things. The majority of people have the day off...except sales! Enjoy your cookout at the stores. The rest of us are enjoying our day around the BBQ, in the sun, and with friends. The real reason we are able to do all this is due to the name of this holiday: Memorial Day, originally know as Decoration Day. It is a day set aside to honor the men and women who died while serving in the U.S. military. Never forget the true meaning of this ever importnat holiday. What are you grilling today?

It is graduation season. This one hits big time with me. I come from a large family, and the first of the 14 nieces and nephews is graduation tomorrow. I couldn't be prouder of the woman she is. Looking back at old video footage, it is quite incredible how far technology was evolved.  Did you know that the camera on the iPhone 10 and above is better than what Spielberg used to film Jaws. Can you imagine what how much more advance the camera is on a Samsung?! :)  Next time someone gives excuses about not having a "nice" camera," gently remind them of this little factoid.

This week kicks off Pride Month. It is observed in June to honor the anniversary of the Stonewall Uprising, a touchstone event in LGBTQ history that laid the foundation for Pride. Chicago celebrates in style, as they should! Do we know any other way? Don't be your child's first bully. 

Donate to Uvalde Texas Elementary School Shooting Relief: https://bit.ly/3MPI0EK

Car-llage: That Brooke-ish you say? You are 100%, and congrats on following my language! WTH is it? I want to hear about all the  amazing ways our industry comes together. Do you have a story and photos about how your dealer, agency, etc works/worked well with another dealer/agency? I want to hear about it. Send me all the stories  and photos you have about reaching across the aisle and helping a fellow colleague in the industry. Send all stories to [email protected]

Connect with BZ Consultants: https://qrco.de/bcqqFo

Follow, subscribe, and never miss a show! 

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