Facts Not Feelings with Brooke C. Furniss

Are you ready to rev up your leadership skills? Join us on the Facts Not Feelings podcast as we explore the automotive industry with our special guest, Darryl Terrell, Service and Parts Director for Matt Bower Chevy Metairie. In this episode, we'll dive deep into the qualities that make a successful leader in this dynamic industry and learn from Darryl's unique perspective on approaching leadership in the automotive sector.

From leading teams to operational excellence while fostering innovation, to balancing stability with progress, we'll cover it all. Discover Darryl's own leadership journey, including his mentorship experiences and strategies for encouraging continuous learning and development in his team.

Whether you're a seasoned leader or just starting out, you won't want to miss this insightful conversation as we explore the challenges and opportunities of leadership in the automotive industry. Buckle up, and let's get started!

Connect with Darryl Terrell: https://qrco.de/bdjQfp

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Chapters

0:00 Start

0:45 Exploring Operational Leadership: Traits and Success Strategies with Darrell Terrell and Matt Bauer Chevy

2:28 Don't Miss Out: Share and Tag Your Friends for a Chance to Win! - Insights on Operational Leadership with Expert Guest

3:28 The Power of Integrity in Building Winning Cultures: Insights on Leadership with Darryl Terrell

5:05 Extreme Leadership: Eating Dog Food to Motivate a Team in the Automotive Industry

7:44 How to Incorporate Mentoring into Leadership: A Guide to Transparency, Constructive Criticism, and Personal Growth

14:07 How to Lead for Operational Success while Fostering Creativity in a Rapidly Changing World: Lessons from an Industry Leader

15:14 Engaging with Comments: Listener Wisdom and Community Shoutouts

17:09 Challenges of Cross-Functional Team Leadership in the Automotive Industry: Bridging Fixed Ops and Sales for Customer Retention

19:43 How to Stay Up-to-Date with the Latest Automotive Industry Trends and Technologies: Tips from Industry Experts

22:05 Strategies for Managing Uncertainty and Motivating Your Team in Times of Change

24:45 Managing Virtual Teams: Insights and Strategies from a Service Industry Leader

26:25 Advice for Managers: Finding a Mentor to Help You Succeed

30:40 Importance of Having a Mentor and Finding Your Tribe for Personal Growth

33:22 Leadership Takeaways: How to Build a Winning Team Through Listening and Relatability

36:41 Lightning Round Q&A with Daryl: His Hobbies, Emotionally Intelligent Advice, and the Story of the Second Place Trophy

#FactsNotFeelings #MovingAutomotiveForward #automotiveindustry #leadership #DarrylTerrell #MattBowerChevyMetairie #emotionalintelligence #podcastinterview #leadershipinsights #thoughtleadership #podcastrecommendation

Do you know who controls the digital tools that almost every website publisher uses to sell ads on their sites? It's Google. Recently, Google is in hot water as the Justice Department and eight state Attorneys General filed a civil antitrust suit against the tech giant. The suit alleges that Google has violated Sections 1 and 2 of the Sherman Act by monopolizing multiple digital advertising technology products, which is harmful to publishers and advertisers. The Justice Department and state Attorneys General are seeking to restore competition in the market and obtain equitable and monetary relief on behalf of the American public. In this episode, we'll dive into the details of the suit, the impact on digital advertising, and the potential outcomes for Google.

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Chapters

0:00 Start

1:13 Who Controls the Digital Tools of Website Publishers? Google's Monopolistic Practices Exposed in Antitrust Suit

4:10 Join the Conversation and Win Free 'Facts Not Feelings' Swag!

5:05 Understanding the Impact of Google: From Coffeyville to Speed Tests

9:16 Understanding the Sherman Act: Prohibiting Monopolies and Anti-competitive Practices

9:45 Top 15 Takeaways from the Google Lawsuit: Your Must-Know Insights

23:13 Chat GPT vs Google's BARD: The Battle of AI-Powered Search Engines

29:38 Amazon Advertising vs. Google: The Battle of Two Giants

#FactsNotFeelings #MovingAutomotiveForward #Google #BreakUpBigTech #FairAdvertising #CompetitionMatters #RestoreFairness #OnlinePublishers #AdTechStack #DigitalAdvertising #MonopoliesMustEnd #AntitrustAction #EconomicOpportunity #PodcastTips #PodcastLearning #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership

Are you ready to revolutionize your brand strategy and captivate the world's most influential consumer? Look no further than CustomHer Experience by Katie Mares. In this groundbreaking book, Katie explores the impact of tailoring your brand experience to the female consumer, connecting and building rapport, and provides a powerful message to businesses and marketers. Through her insightful writing, she highlights the importance of considering the female consumer experience and provides a wealth of practical tips to help you transform your brand and win in today's competitive marketplace. So, join us as we dive into the pages of CustomHer Experience and discover how to put the female customer at the forefront of your brand strategy and achieve tremendous success. This is a journey you don't want to miss!

Connect with Katie Mares: https://qrco.de/bdhGVW

Order Katie's Book: https://amzn.to/3K9tut2

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Chapters

0:00 Start

1:00 Meet Katie Mares: An Expert in Revolutionizing Customer Experience and Best-Selling Author | Fact Not Feelings Introduction

3:20 Driving Change in the Auto Industry: Katie Mares on Improving the Female Perspective | The Story Behind CustomHer Experience

5:32 Unleashing the Power of the Female Consumer: Why Ignoring Her is Costing You Trillions

15:30 30% More Time: Why Women Dominate Social Media and How You Can Tap into It

18:10 The Cost of Breaking Trust: How Failing to Deliver on Promises Abuses the Customer

21:20 Building Customer Trust: The Importance of Positive Deposits and Avoiding Overdrafts - A Discussion on Winning Over Female Consumers with Good Experiences

28:59 Designing a Customer Journey Map: The Key to Winning Over Female Consumers

34:12 Building Lasting Connections: How Community Building and Customer Experience Can Transform Your Business from Transactional to Interactive

38:41 Customer Experience Evolution: From One Touchpoint to Continuous Improvement

41:52 Rising Above Divisiveness: Supporting Each Other to Succeed in Business and in Life

55:02 Get to Know Katie Mares: Facts Not Feelings Lightning Round

#FactsNotFeelings #MovingAutomotiveForward #BrandExperience #KatieMares #CustomerExperience #FemaleCustomerFirst #FemaleConsumerExperience  #CustomHerExperience #RevolutionizeYourBrand #CaptivateInfluentialConsumers #TailorBrandExperience #ConnectAndBuildRapport #TransformYourBrand #businessdevelopment #leadership #genderequality #femaleleadership #marketingstrategy #strategicplanning #branding #PodcastTips #PodcastLearning #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing #BZConsultants #BrookeFurniss

Are you eager to ignite growth in your fixed operations department this year? Then join me on a journey to uncover the secrets of Online Service Marketing.

I'm excited to welcome Owen Moon, CEO of FIXED OPS DIGITAL, as my special guest. Together, we'll explore the strategies for helping your service customers find the information they need on your dealership's website and take action. With Owen's expertise and real-world examples, you'll leave this episode with actionable insights and tips to transform your fixed operations and drive customer satisfaction to new heights. So, don't miss this exciting opportunity to get ahead of the competition by putting a Spark in your fixed operations to drive success in 2023 with the power of Online Service Marketing.

Connect with Owen Moon: https://qrco.de/bddhMX

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Chapters

0:00 Start

1:24 Meet Owen Moon: The Franchise Marketing Expert With Over 20 Years of Experience

8:36 Unleash the Power of Knowledge with Free Facts Not Feelings Swag - Show Your Support!

10:16 Revolutionizing Online Service Marketing: A Guide to Modern Strategies

14:49 The Benefits of Early Introduction of Repair Financing

18:18 Maximizing Customer Engagement: The Power of Providing Information Up Front

21:44 The Future of Dealership Reporting: ASC Certified and GA4-Powered

25:58 The Power of Spark: Revolutionizing Service Customer Engagement

37:03 Owen's Takeaways for Effective Online Service Marketing in the Auto Industry

46:20 Get to Know Owen Moon Better in Our Lightning Round Interview

#FactsNotFeelings #MovingAutomotiveForward #FixedOps #FixedOpsDigital #OwenMoon #OnlineServiceMarketing #DealershipSuccess #CustomerExperience #DataDrivenMarketing #PersonalizedMarketing #MarketingMeasurement #AWAwinner #PodcastTips #PodcastLearning #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing #BZConsultants #BrookeFurniss

**You May Want to Watch on YouTube**

Are you tired of spending hours creating content for your business only to see little return on investment? Look no further than ChatGPT, the revolutionary language model developed by OpenAI. With ChatGPT, you can generate high-quality, unique, and engaging content such as blog posts, social media posts, product descriptions, and more. Not only that, but ChatGPT can also be used for chatbot development, email marketing, ad copy, SEO, market research, and so much more. Say goodbye to tedious content creation and hello to increased efficiency and ROI with ChatGPT. Discover the endless possibilities of ChatGPT and start creating personalized and engaging content today.

In order to know where we are going, we need to know where we have been. ChatGPT is a variant of the GPT (Generative Pre-trained Transformer) language model developed by OpenAI. The original GPT model was trained on a dataset of over 40GB of text data and was released in 2018. Since then, several versions of GPT have been released, including GPT-2 and GPT-3, which have been trained on even larger datasets and have achieved state-of-the-art performance in a variety of language tasks. ChatGPT is a variation of GPT-3, which is fine-tuned for conversational language tasks. It was released in 2020. Simply put, it’s a computer program that can understand and respond to human language, like in a conversation. It's like a robot that can talk to you and understand what you're saying.

We're going to dive into the power of ChatGPT. With ChatGPT, we have the ability to generate high-quality, unique and engaging content that can help us drive results for our business. From chatbot development to email marketing, ad copy, SEO and market research, ChatGPT has a wide range of capabilities that can help us improve our content marketing efforts. In this episode, we're going to explore how ChatGPT can be used in these areas, and more, and provide real-life examples of how businesses have seen success by implementing ChatGPT in their content marketing strategy. So, whether you're a marketer, a business owner, or anyone else looking to improve your content marketing efforts, this episode is for you.

Let BZ Consultants Inspect What Should Be Expected🕵️ https://qrco.de/bcqqFo

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Chapters

0:00 Start

1:32 Before jumping into this ultimate guide to using ChatGPT for marketing and content creation, I want to quickly address the lack of social presence lately.

2:26 ChatGPT is a hot topic in the tech world, with many people sharing their thoughts and experiences with the language model. We'll explore capabilities and limitations and how ChatGPT is being used to streamline operations in various industries

5:50 What is Chat GPT and why should you care? To understand that, let's first discuss its history and background.

9:15 First thing’s first, how do I find Chat GPT? Here is the link ChatGPT Homepage: https://bit.ly/3iVfHLq

12:35 30 Tips and Tricks for Marketers and Content Creators on Using ChatGPT

33:09 Real time content summarization using ChatGPT with GLBA Article

34:12 How to use ChatGPT-3 to make Youtube videos *Disclaimer: CapCut can be edited online unlike what is said*

37:29 Keep asking more questions

38:21 Bonus Tip #1: Writing Copyright for website

41:00 Bonus Tip #2: Creating HTTP with ChatGPT API

#FactsNotFeelings #MovingAutomotiveForward #ChatGPT #ContentMarketing #ContentCreation #AI #ChatbotDevelopment

No one has ever done that. It would take a miracle. There is a one in a million chance. How often do we hear this, yet these against all odds events happen? You all know I am a sports nut, and as I look at the landscape recently, we have had numerous “there is no way” this can happen…happen!

The Buffalo Bills returned the Opening Kickoff off for a touchdown on the first play since Damar Hamlin’s injury. When was the last time the Bills had a kickoff returned? 3 years and 3 months ago. Then in the 3rd quarter while trailing by 3, they have another kickoff return? Come on!

The Detroit Lions played on pure heart last night when beating the Green Bay Packers and knocking them out of the Playoffs. The Texans Houston literally gave up the #1 Draft pick by converting a 4th and 20 and by going for 2 vs kicking the extra point!

The TCU Horned Frogs have beaten every odd out there to be in the National Championship Game. Prior to their game with Michigan, TCU’s National Championship odds were listed at +1600 to win the title!  They were unranked in their first three games after going 3-0. With a win tonight, Georgia will also beat the odds, as no team has defended its title and won back-to-back championships.

Are you giving everything when the odds are stacked against you? Are you one who rallies around your team and believes in them when others don't? Will you still give 100% when there are no trophies to win and only self-respect and pride are left? Is your team inspired to achieve greatness by you as a leader?

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Chapters

0:00 Start

1:56 Need your feedback. Should I keep the Monday Episodes going? Should we scrap them and solely focus on the Friday episodes?

2:26 This weekend was filled with “that did not just happen,” and “it would take a miracle” moments! Are we beating the odds? Are we inspiring greatness? What are you going to do when the deck is stacked against you, and the only people who truly believe in you are those standing next to you? Are you willing to leave it all out on the field even if there is no parade or trophy awaiting you? Does our leadership inspire our others?

#FactsNotFeelings #MovingAutomotiveForward #AreYouBeatingAllTheOdds #ItWouldTakeAMiracle #AreYouBeatingTheOdds #TryingToBeatTheOdds #AgainstAllOdds #BeatTheOdds #OddsStackedAgainstYou #RiseToTheOccasion #OneInAMillionChance #Believe #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing #BZConsultants #BrookeFurniss

Happy New Year, everyone! As we embark on a new year, instead of dwelling on the challenges and setbacks of the past year, let's focus on what we can do to take care of ourselves and others in the present and set ourselves up for success in the future.

After the recent scare involving Buffalo Bill's Safety, Damar Hamlin, it is important to enjoy every moment and make the most of all the opportunities that come your way.

Damar Hamlin The Chasing M's Foundation Community Toy Drive: https://bit.ly/3GITo4y

How do you live each day to its fullest?

One thing that many people don't realize about appreciating the little things is that it can have a significant impact on your overall well-being and happiness. Research has shown that people who focus on the positive aspects of their life and take time to appreciate the small pleasures are generally happier and more satisfied with their lives. Appreciating the little things can also help to shift your focus away from negative thoughts and stress. When you take the time to notice and appreciate the small, positive moments in life, it can help to put things into perspective and remind you that there is good in the world.

Finally, practicing gratitude can also help to strengthen your relationships. When you show appreciation for the things that others do for you, it can help to build trust and deepen your connections with others.

In short, taking the time to appreciate the little things can have a big impact on your overall happiness and well-being.

Did you know living in gratitude makes you better at work? There is evidence to suggest that practicing gratitude and serving others can lead to a better quality of life. How do you show gratitude at work and continue to live in gratitude everyday?

Overall, living with appreciation and serving others can lead to a better quality of life through increased happiness, improved physical and mental health, and a greater sense of purpose and meaning. Remember, life is short and it's important to make the most of every day. Let's make this new year about taking care of ourselves and each other. Here's to a healthy and happy year ahead!

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Chapters

0:00 Start

1:03 In light of Monday Night Football with Buffalo Bills and Cincinnati Bengals and Damar Hamilin's life-threatening injury, we're calling an audible.

4:42 Are we living life to its fullest? Do we know that at any moment life could be taken from us? Are we living with an attitude of gratitude? Do we appreciate the little things? How often do we show gratitude to our colleagues and at work?

6:15 How do you live each day to its fullest? Have you tried a gratitude journal?

7:01 Research has shown that gratitude and appreciation makes you a better person, healthier, and actually a better colleague! Here are a few examples of how to live a life of gratitude and appreciation.

12:43 Are we showing appreciation at work and to our coworkers? Why is this so important? Do you know all the benefits that come with practicing gratitude at work? What are your ways of demonstrating gratitude at work and living in gratitude every day?

18:08 Want a better life? Serve others and practice gratitude!

#FactsNotFeelings #MovingAutomotiveForward #DamarHamilin #BuffaloBills  #HowToLiveLifeToItsFullest #AmILivingLifeToTheFullest #BenefitsOfLivingLifeToTheFullest #Podcast

As we wrap up another year and look towards 2023, it provides us an opportunity to start thinking about our resolutions. What do we want to start doing? What do we want to start doing better? What habits do we want to cease? When it comes to automotive, what tops your resolution list? What should be at the top of your New Year Resolutions List for 2023?

Dusty Sutherland, Client Success Manager for CognitionDigital.io, Bill Schomburg, CognitionDIgital.io Advisor, and Nathanael Greklek, Chief Digital Branding Leader at Mohawk Auto Group join me today as we break down our New Year Resolutions and what automotive dealers and leaders should be resolving to do in 2023. What are your development goals for next year? What do you consider are the best New Year Goals for 2023? How are you seeking to serve your community? What did we miss? What are your New Year's goals for work and what is your dealership focusing on in 2023?

Connect with Dusty Sutherland: https://qrco.de/bdb5Pu
Connect with Bill Schomburg: https://qrco.de/bdb5TA
Connect with Nathanael Greklek: https://qrco.de/bdb78N

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Chapters
0:00 Start
1:48 Let’s talk about Nathanael’s attire and his madd Taco Cat Shirt Game! We all came to play in today’s episode about creating goals for the new year.
4:58 Before jumping into our guide to New Year's resolutions, who else in the Navy can relate to Dusty’s coffee cup?
7:37 What should dealers be focusing their efforts on as we approach the end of 2022 and the start of 2023? What are some of the top business New Year's resolutions for 2023?
8:27 With Dusty’s Naval background, he brings a wise perspective to leadership and how important it is to follow actionable intel. What does Dusty’s see as his top New Year's resolutions for our automotive industry? Do you currently have these in place in your dealership?
18:33 Nathanael's social media experience and enthusiastic outlook on life make him the go to choice when speaking on latest trends. What does he see as the biggest opportunity in 2023 for dealers?
26:28 “Seek to serve your community first, and it will serve you.” -Damian Boudreaux How are you making a connection with your community? How are you making their job easier?
27:29 Think no one is going to watch your hour long YouTube Video? Joe Rogan has now entered the chat. Short Form Content vs Long Form Content…Dusty and Nathanael break this down like a boss! Does your customer feel understood?
34:58 Everything he knows about people he learned from a horse. It has been said by everyone that has met and knows Bill, “you need a Bill in your life!” Instead of waiting for a brand new year to commence, Bill is more of the type to correct a behavior immediately vs letting it fester and grow into a massive problem. Considering the importance of basics, why would anyone ever stray from them? Are you honing your craft?
46:05 Final thoughts from the panel: Always be asking why, work backwards to work forward, the Ben Franklin Close, importance of launch calls and what true success looks like for each party.
56:28 Lightning Round
#FactsNotFeelings #MovingAutomotiveForward

This past weekend Chris and I snuck away and had little staycation. No computers. No work. Just us, our beloved city of Chicago, and of course the frigid Chiberia temperatures. Our focus is often swept up in the rat race and we ignore what is truly important. Sometimes we take for granted the people who are always there for us without even realizing it. Are you doing this at work? Are you doing this with your employees and clients? Let’s examine this a couple of different ways.

Do you consider your employees disposable and merely numbers? Are you truly interested in their well being? Do you ensure they have a balanced work/life balance? How do your actions show this? In the words of Gary Vaynerchuk: “Too many managers think that people are working for them; they don’t realize that they should be working for their employees. I always approach my management style from the perspective that I am working for my employees. They’re the boss of me. As a manager, your first job is to practice humility before anything else. Work for the people on your team. Once you make that mental shift, it’s fascinating how many things just flow from there.”

What about you clients and your customers? Do you see them merely as dollar signs? Are they only a paycheck or something more to you? This mindset comes across in your body language and all your communications with them, regardless of how you try to hide it. Is a client better off when they leave your office, end a meeting with you, or move on from your service? Does your best interest lie with them? Can they trust you? Would you truly recommend yourself to others?

The world opens up a lot more to us when we value ourselves, our employees, our team, our clients, and our loved ones. Like Gary Vee says “Once you make that mental shift, it’s fascinating how many things just flow from there.” Take time for yourself to recharge and focus on what matters most. If you are an owner, make this a priority in your business operations for all team members.  Happy Employees = Happy Business!

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Chapters

0:00 Start

1:17 Do you truly unplug from the world? Are you remembering to take time for yourself?

2:59 Are we taking our employees and clients for granted? Are they disposable to us? How do we see them? Do we know what motivates them? As an owner, do you have the mindset that you work for your employees?

5:59 Do you see your clients and customers as merely a paycheck and a number? Do we have their best interests in mind?

#FactsNotFeelings #MovingAutomotiveForward #ALittleRR #WorkLifeBalance #WorkLifeBalanceTipsForEmployers #Staycation  #DoITakeMyEmployeesForGranted #HappyEmployeesAreProductiveEmployees #GaryVaynerchuk #GaryVee #AreYourEmployeesDisposable #AmITakenForGranted #IWorkForMyEmployees #DoYouWorkForYourEmployees #YouWorkForYourEmployees #DoYouSeeYourCustomersADollarSigns #AreYourClientsOnlyAPaycheck #WouldYouRecommendYourself #FactsNotFeelingsFriday #ConnectedRetail #CustomerExperience #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #BrookeFurniss #BZConsultants #BZConsultantsGroup

In September, I had the opportunity to sit down with our Super Mega Panel of Sarah Ciociola, Hannah Lifson, April Simmons, and Laurie Halter and discuss advertising even when inventory is less than ideal. In light of the changing market, the topic of how now is not the time to hold back advertising dollars is more prominent than ever as we near the end of the year. December always proves to be the most crowded time of the year for advertising. If you are not staying top of mind and front and center with your consumer, your local competition is.

Connect with Sarah: https://qrco.de/bdHGel

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Connect with Laurie: https://qrco.de/bd4jiW

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CHAPTERS

0:00 Start

2:35 Whether From The Dealer’s Perspective Or The Agency’s Perspective, How Have Marketing Strategies Changed In 2022? Are You Proactive Or Reactive? Are You Keeping Your Branding On Point And Not Losing Sight Of The Goal? Are You Working With Your Business Partners Or Hanging Them Out to Dry? Is There An Emphasis On Education?

14:28 Want Some Facts And Data To Back Up These Thoughts? Check Out These Google Search Trends Year Over Year And How Customer Searches Have Skyrocketed In Automotive. Searches For "Car Repair And Maintenance" Have Grown 650% Year Over Year According To Google Trends. There Has Been A 40% To 60% Increase In Searches For "Dealers Near Me" Depending On The OEM

15:28 How Has Your Messaging Changed? Are You Front Of Mind For Generation Z And The Younger Generation? What Is Your “Why?”

18:18 Dealership Rates Are Diminishing - How Are You Conquering Your Local SEO? How Are You Incorporating Video?

23:27 Are Streamlining the Customer Experience? Have You Revised Your Digital Landscape to Meet Your Consumer’s Needs?

27:07 Google Analytics (Soon to Be GA4) Is Another Tool In Our Toolbelt - Not The End All Be All

33:10 Why Is It Important To Inspect Google Daily? The Google Algorithms Break, Robots And Artificial Intelligence Run Behind The Scenes, And If You Don't Keep Your Finger On The Pulse, Your Digital Landscape Could Bleed From The Carotid Arteries

37:21 From Every Guest Today, What Is One Actionable Piece Of Information That Can Be Implemented Back In The Dealership?

43:28 Lightning Round

#FactsNotFeelings #MovingAutomotiveForward #NowIsNotTheTimeToHoldBackAdSpend #ToIncreaseOrDecreaseAdvertising #ToIncreaseOrDecreaseAdvertisingSpend #ToIncreaseOrDecreaseAdBudget #ShouldIIncreaseOrDecreaseAdBudget #ShouldIIncreaseOrDecreaseAdvertising #NowIsNotTheTimeToHoldBackAdvertisingDollars #AutomotiveMarketing #DigitalDealer #SuperPanel #InvisibleInventory #ShouldIMarketWithoutInventory #HowToAdverstiseWithLimitedInventory #FactsNotFeelingsFriday #ConnectedRetail #CustomerExperience  #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #BZConsultants #BZConsultantsGroup