Can a Motor Oil Company Survive (and Flourish) in a possible EV Future?
发布时间 2024-02-13 10:00:39 来源
That has to change. That is not a good retail experience. And you know, for us in general is what can we do to change that? You know, we have to be better.
这个必须改变。这不是一个好的零售体验。而且你知道的，对于我们来说，我们能做些什么来改变呢？你知道的，我们必须变得更好。
After 200 years in business and with a name well known for motor oil, can this company survive and flourish in a possible 80 future? Today, I'm speaking with Chad Brooks, head of dealer development at Valvoline, an international brand that's creating a service site technology platform for car dealerships. We discuss how car dealers are evolving their service departments to retain more customers. The implications of being acquired by a 7.5 trillion dollar company. Yes, that's with a T. Battery replacement and anxiety affecting used EV sales and much more. Don't forget to click subscribe so you never miss an episode.
在经过200年的经营并以机油闻名的情况下，这家公司能否在未来80年中生存和繁荣？今天，我与瓦尔油（Valvoline）的经销商发展负责人查德·布鲁克斯（Chad Brooks）进行了对话，瓦尔油是一家国际知名品牌，正在为汽车经销商创建一种服务站技术平台。我们讨论了汽车经销商如何改进他们的服务部门以吸引更多顾客，被一家市值7.5万亿美元的公司收购可能带来的影响，以及电池更换和焦虑对二手电动车销售的影响等等。别忘了点击订阅，以便不错过任何一集。
What's up everyone? This is Car Dealer Ship Guy. You're listening to the Car Dealer Ship Guy podcast, which is my effort to give you access to the most unbiased and transparent insights into the car market.
大家好！我是汽车销售员。你正在收听的是“汽车销售员”播客，我希望通过这个节目给你提供对汽车市场最客观透明的见解。
But before we dive into the show, this episode is brought to you by CDK Global. CDK Global has been empowering nearly 15,000 dealers with the tools and technology they need to build deeper relationships with customers. Their team is keenly aware of the state of dealership technology and while many vendors promise seamless experiences between your CRM, DMS, digital retail and fixed ops, most of these bolt-on solutions tend to break workflows and cause more harm than good. That is why CDK has launched a new dealership experience platform. This new integrated software consists of everything you need to operate a dealership officially while delivering an unparalleled experience to your customers. Basically, everything working together, not separate, one system to run your dealership as opposed to 10. CDK developed it with an outside-in approach listening to dealers every step of the way. You can learn more about CDK's dealership experience platform by visiting CDKGlobal.com/slash-DXP or clicking the link in the show notes below.
在我们深入介绍节目之前，这一集由CDK Global赞助。CDK Global已经为近15000家经销商提供了工具和技术，帮助他们与顾客建立更深厚的关系。他们的团队非常了解经销商技术的现状，虽然许多供应商承诺在CRM、DMS、数字零售和固定操作之间提供无缝体验，但大多数后加装的解决方案往往会破坏工作流程，带来更多的伤害而不是好处。这就是为什么CDK推出了一款新的经销商体验平台。这个全新的集成软件包括了您运营经销商所需的所有内容，同时为您的顾客提供了无与伦比的体验。基本上，一切都在一起协同工作，而不是分开，使用一个系统来管理您的经销商，而不是使用10个系统。CDK采用了内外结合的方法来开发这个平台，并在每一个步骤中倾听经销商的意见。您可以通过访问CDKGlobal.com/slash-DXP或点击下方节目说明中的链接了解更多关于CDK的经销商体验平台的信息。
This episode is also brought to you by Valvoline. I'd like to thank Valvoline for coming on as a guest and also supporting this podcast. Chat Brookes on the CDG podcast. Chat, welcome. Excellent. Thank you so much for having me. I've been a huge fan for quite some time now and we're really excited to be a part of it. Thank you for having us today. My man. Enjoyed linking up at NADA. That was a fun time. Incredible experience, man. Awesome. Weekend. We had a great turnout. Obviously, you had a great turnout coming out and showing your face for the first time. How was that for you? It was very different. Let's put it like that. I'm used to being behind the screen. It was, we were like 10 minutes before and there was the video premiere that I had. And there was no one there. And the team was like, come into me. What's going on? I was like, don't worry. I told everyone to comment. This exact time. It was like five minutes later. And then suddenly people arrived. It was kind of like this cliffhanger. You're like, wait, is this real life or is this all just like internet and fugazi? But it worked out. Thank God. Lots of very supportive people in the community. And seriously, it just left with lots of gratitude for the community and for what we're able to do with this platform. So overall, really enjoyed it. Awesome, man.
这一集也由Valvoline赞助。我要感谢Valvoline作为嘉宾参与并支持这个播客节目。Chat Brookes在CDG播客节目中。Chat，欢迎你。太棒了，非常感谢你邀请我。我一直是你的忠实粉丝，很高兴能成为其中一员。感谢你今天邀请我们参加。兄弟，很高兴在NADA见到你。那是一个愉快的时光。非常棒的经历，伙计。周末很精彩，参与的人数很多。你第一次现身也有很多人参与，感觉如何？感觉非常不同，就这样说吧。我习惯于站在屏幕背后。就在10分钟前，我的视频首映没有任何人在场。团队找我，问发生了什么事。我告诉他们，在这个具体的时间要求大家评论。五分钟后，突然有人来了。就像是悬疑片一样，你会想，这是真实的生活还是只是互联网和虚假？但最后还是成功了，谢天谢地。社区里有很多支持我的人。真的，这让我对社区和我们在这个平台上所能做的事充满感激。总的来说，我非常喜欢这次经历。太棒了，伙计。
Now, one more question. If you don't mind, everybody had the question on their hands of why now, you know? That was definitely the biggest question. And so, there's a couple of reasons. First of all, CDG started as a social media account. A lot has changed since, right? CDG is a business, you know, we're a team, we're growing. And something that I sort of felt misunderstood. Like I would go, I would go into these conversations with people and they'd be like, oh, so why are you anonymous and why this? And the truth is like, it's like, do I start explaining, oh, well, you see Mr. Person, I launched as an anonymous Twitter account, but then I evolved into a business and it grew faster than I expected. And it was like, it's so much, by the way, along the way, I had this venture back business. Like, there's like all this stuff. And I sat there one day and I said, like, how do I explain the story? Like, I've never created a video document. Like, I was, how do I explain the story? And so anyways, that was the, that was what led me to do that. I said the best way to tell a story in a very intimate fashion is to create a video and to do it authentically. But hey, less about me, more about you, because I want to hear your story. And I appreciate you asking.
现在，还有一个问题。如果你不介意的话，每个人都对为什么现在进行提问感到困惑。这无疑是一个最大的问题。所以，有几个原因。首先，CDG起初只是一个社交媒体帐号。但事情发生了很多变化，对吧？我们正在发展壮大的CDG变成了一个企业，我们是一个团队。但有些东西似乎被误解了。就像我和人们的对话中，他们总是问我，为什么要匿名，以及为什么会这样。事实上，像，你要我解释吗？哦，你看，先生，我最初是作为一个匿名的Twitter账号启动，但后来我发展成了一个企业，并且发展得比我预期得快。一路上，我还有这个获得风险资本投资的企业。就像有这么多的事情。有一天我坐在那里，我说，我怎么解释这个故事？因为我从来没有做过视频记录。我感到困惑，我怎么解释这个故事？所以，这就是我为什么做视频的原因。我认为以一种非常亲密的方式讲述故事的最好方法是创建一个视频，并真实地展现。但嘿，不要讲太多关于我，更想了解你的故事，因为我很感谢你的提问。
I want to start with just general question.
我想先从一个普遍的问题开始说起。
I saw recently that you, Valvoline, you became involved with F1, you're sponsoring the Aston Martin team, a brand partnership, a technical partnership. Can you just tell us a little bit?
我最近看到您，Valvoline，您与F1有所涉足，您成为阿斯顿·马丁车队的赞助商，一种品牌合作伙伴关系，技术合作伙伴。您可以简单给我们讲解一下吗？
What's that about?
那是关于什么的？
Absolutely. Yeah. I know we're super excited. Obviously, you know, we were partnered with Aramco who took Valvoline. We got purchased out in 2023. And the partnership, obviously, you know, we're, we're big in an ass car vented for a long time and having this opportunity to join Aramco and be a part of that experience with the Aston Martin team and join F1 is, is insane.
当然。是的。我知道我们非常兴奋。显然，你知道的，我们与阿拉伯美孚合作，他们收购了瓦沃琳（Valvoline）。我们在2023年被收购了。合作伙伴关系，显然，你知道的，我们长期以来一直是赛车的重要赞助商，有机会加入阿拉伯美孚并成为阿斯顿·马丁车队的一部分，参加F1比赛，简直是疯狂的。
I mean, I'm a huge fan. I'm couldn't be more excited. Aston Martin is a fantastic brand to be partnered with, obviously with Aramco. On the technical side, you know, we were doing a lot. We're, we're part of the research and development and really working in providing them with some lubricants to help those cars run a little bit, a little cleaner, a little faster. So fantastic partnership also gives us more of a global reach, right?
我的意思是，我是个超级粉丝。我无比兴奋。与阿拉姆科(Aramco)合作，阿斯顿·马丁(Aston Martin)是一个非常棒的品牌。在技术方面，我们做了很多工作。我们参与了研发，并致力于为他们提供一些润滑剂，以帮助这些汽车运行得更加清洁、更加快速。所以这是一个很棒的合作伙伴关系，同时也让我们拥有更广泛的全球影响力，对吧？
I mean, F1 really does cover the entire world. And it's, it's one of the largest, if not the largest sports.
我的意思是，F1真的覆盖了整个世界。它是最大的，如果不是最大的体育项目之一。
So we're super excited and hoping to help continue to build that brand with Valvoline. Yeah, did they, did they get you down there for some, for some of the races?
所以我们非常兴奋，并希望帮助继续与Valvoline品牌合作。对了，他们有没有让你去赛场观看一些比赛？
Actually, I was able to attend the race in, in Las Vegas this past year. And what an incredible experience. I mean, just, you know, shutting down, you know, downtown Las Vegas was, was incredible. And, you know, having to put on a lot of miles walking, but overall, I thought the experience was incredible. They had so many different, different items going on and such a cool experience overall.
实际上，去年我能够参加在拉斯维加斯举办的赛事。那真是一次令人难以置信的经历。我是说，你知道的，关闭拉斯维加斯市中心，真是太棒了。虽然我走了很多路程，但整体来说，我觉得这次体验真是太棒了。他们有很多不同的活动和非常酷的体验。
You know, everybody we spoke to that was there, just had an incredible time and look forward to hopefully hitting up a couple more tracks this coming year for sure. Love to hear it.
你知道的，我们和在那里的每个人交谈过后，他们都过得非常愉快，希望明年能再去一些赛道玩个够。真是让人开心听到这个消息。
Chad, take us, take us back.
查德，带我们回去，带我们回去。
I want to know a little bit about you, right?
我想了解一下你，对吗？
You've been at Valvoline. I saw for almost two decades, right?
你一直在Valvoline工作。我看你在那儿快两十年了，对吗？
Very, very impressive tenure, which you just don't see too often nowadays.
非常非常令人印象深刻的任期，在现今很少见到。
Just start us back with, you know, growing up, like why automotive?
可以从我们小时候开始，你知道，为什么选择汽车行业？
How did you even get to, you know, to this industry?
你是怎么进入这个行业的，你懂的，就是这个行业？
Yeah, great question.
是的，好问题。
So obviously, been with Valvoline, you know, almost 19 years. I've been in an incredible journey.
所以很明显，我已经与Valvoline一起度过了将近19年。我经历了一段不可思议的旅程。
Started in my career actually in Canada.
实际上，我是在加拿大开始我的职业生涯的。
So my father actually grew up in the automotive.
所以，我的爸爸实际上是在汽车行业中长大的。
这句话的意思是，我的父亲在汽车行业中成长和成才。
I've been around it my entire life.
我一辈子都在它周围。
I mean, going back to being 16, you know, driving parts trucks.
我的意思是，回到16岁的时候，你知道，开着卡车送货。
You know, I did that through college as well, just for some, some spare side money.
你知道的，我在大学期间也这样做，只是为了赚一些零花钱罢了。
You know, got me through college and then had an opportunity to join Valvoline in 2005 was a was a great experience. I was just a territory business manager in Ontario, and then kind of drifted towards the national downside.
你知道的，它帮助我完成了大学学业，然后在2005年有机会加入Valvoline，是一次非常棒的经历。起初我只是安大略省的一名地区业务经理，然后逐渐向国家层面发展。
And in 2014 had an opportunity to move to North Carolina and kind of spearhead and help support the Hendrick account, which was honestly one of the best experiences I've had.
2014年我有机会搬到北卡罗来纳州，并且在亨德里克公司担任领导角色，为他们提供支持，这实际上是我经历过的最好的经历之一。
I mean, moving countries, obviously, my family was a little bit stressful at times, but having that opportunity to join and be a part of Hendrick and be a part of that day to day learning about dealerships in the front and the back end and training side and, you know, that that entire process and even being a part of NASCAR and on the motorsport side was incredible.
我的意思是，搬到另一个国家显然对我的家庭有时是有些压力的，但有机会加入亨德里克（Hendrick）并成为其中一员，并且每天都能学到关于汽车店销售渠道和运营的知识，以及培训方面的内容，甚至是参与NASCAR（美国全国赛车协会）和赛车运动方面的机会真是难以置信的好。
Tell me more about Hendrick.
告诉我更多关于亨德里克的信息。
I mean, that's pretty fascinating.
我的意思是，那相当吸引人。
What was that experience like?
那个经历是什么样的？
Like, what were the biggest lessons you cleaned from that experience?
你从这次经历中学到的最重要的教训是什么？
Yeah, I think, you know, that gave me an opportunity on the back end to really learn more about dealerships, learning about what technicians struggles are and where the business is going and, you know, working with advisors every day and learning what their day to day looks like and how busy they can be in a day and try to see what those pain points were and also helping them grow.
是的，我认为，你知道，这给了我一个机会，从后台更深入地了解经销商，了解技术人员的困扰以及业务的发展方向，每天与顾问合作，并了解他们的日常工作和一天内的繁忙程度，尝试了解这些痛点并帮助他们成长。
I mean, we're at Valvoline in general, we list ourselves as more of a true partner and not a supplier.
我指的是，总体来说，我们在 Valvoline 是更像是真正的合作伙伴而不是供应商。
So being in the trenches day to day with dealerships was a lot of fun and a great journey and kind of set me on my path towards where I am today.
每天与经销商一同奋斗在一线，这是一段非常有趣且充满挑战的旅程，也确立了我今天的发展路径。
Now, now take us back.
现在，现在带我们回去。
Look, Valvoline is, I believe a 200 year old entity, right?
看，我相信Valvoline是一个成立已有200年的机构，对吗？
It's been around for centuries, clearly.
这个东西已经存在了好几个世纪，显而易见。
When you think about just the future, right, where the world is headed and EVs, ICE, just the oil, I mean, all that stuff that's, you know, happening in the world right now, how is Valvoline, how is the company reinventing itself?
当你考虑到仅仅是未来，你知道世界的发展方向和电动车（EVs），内燃机（ICE），石油等等，意思就是说所有这些正在发生的事情，那么 Valvoline 这家公司是如何重新塑造自己的呢？
No, no question.
不，没有问题。
Obviously, everybody understands that EVs are here, they're here to stay, right?
显然，每个人都明白电动车已经到来了，并且将会长久存在，对吧？
I mean, we're definitely joining forces and getting on board with that.
我的意思是，我们肯定会联手合作并参与其中。
And what a lot of people don't realize is we actually are one of one of the largest coolant companies on the planet.
而很多人没有意识到的是，实际上我们是全球最大的冷却剂公司之一。
I mean, we do a ton of OEM business with a lot of different OEMs as well as supplying on the EV side.
我的意思是，我们与许多不同的原始设备制造商进行了大量的OEM业务，并在电动汽车方面进行供应。
So we've definitely developed and, you know, have been more strategic on where we're going and what that future has. I think one big step we've had of the last recent year and a half, almost two years now was on the dealership side. And, you know, our brand and butter for a long time was quick lube and tire stores. I mean, that's where we were strong. We've been strong, national account.
所以我们肯定在未来的发展方向上进行了更多战略规划。过去的一年半，几乎两年来，我们在经销商方面取得了重大突破。我们的主要收入来源一直以来都是快速润滑和轮胎门店。那是我们的强项，我们一直在这方面保持强势，还与全国账户保持了良好的关系。
You know, that that was our, our, where we, where we kind of grew our business and grew our brand for so long. And we were good on dealerships. I think, you know, that was never really a big focus for us. And about two years ago was when, you know, I was given the opportunity to kind of spearhead and let's dive in and find out what we're missing and where we need to go as a company to continue to build in there.
你知道的，那是我们的，我们的，我们在那里培养业务和品牌的地方。我们在经销商方面做得不错。我认为，你知道的，那从来不是我们的重点。大约两年前，我有机会领导这个项目，深入研究我们缺失了什么，以及我们作为一家公司需要走向何方来持续发展。
You know, now I have my own sales team. We have our own sales executives. We have a full team of training staff in the field right now working with dealerships and we've really developed ourselves to be, you know, not a supplier, but like a true partner, you know, being consultative and going in and working with them, finding pain points. It's been an incredible experience. I mean, that that's where I see, you know, obviously, the future going is how can we continue to develop programs and, and build ourselves to be stronger and build a brand and continue to grow, obviously. Yeah.
你知道，现在我有自己的销售团队。我们有我们自己的销售执行人员。我们现在有一支全方位的培训人员团队，与经销商合作，并真正发展自己，不再仅仅是一个供应商，而是一个真正的合作伙伴，提供咨询服务并与他们合作，找到痛点。这是一个令人难以置信的经历。我的意思是，我认为未来的发展方向是如何继续开发项目，打造更强大的团队，并继续发展品牌，显然我们要继续壮大和成长。
So they can look one level deeper there. Like what are you doing on the server side? Because that is a transition for what you should just be right. Like when you think, Valvoline, many times you think, yeah, like quick loop, oil, what are you really doing on, on that server side? How are you working with dealers?
所以他们可以更深入地了解。比如说，在服务器端你在做什么？因为这是你应该知道的一个过渡。就像当你想到 Valvoline（润滑油品牌），很多时候你会想到快速更换机油，但你在那个服务器端真正做些什么呢？你是如何与经销商合作的？
Yeah, absolutely. So, Valvoline, we're known as an oil company, right? And we're so much more than that. I mean, we have a full line of, like I mentioned earlier, coolants. We've got a full preventant maintenance line. We've even gone towards, you know, shifting towards customer retention, which is a huge one for the dealership world. So we've got programs driven to help support customer retention, you know, whether that's through some rewards. We've got mailers, we've got techs programs. We're really building that section out to be different than, you know, just a standard oil company, whichever one thinks who we are.
是的，没错。所以，Valvoline，我们被视为一家石油公司，对吗？但我们远不止于此。我的意思是，我们拥有一整套产品线，如我之前提到的冷却剂。我们还有一整套预防性维护产品。我们甚至转向了客户保留这一方面，这对于经销商界来说非常重要。因此，我们推出了一些旨在支持客户保留的项目，无论是通过一些奖励，还是邮寄广告或技术培训项目。我们确实正在大力发展这个领域，以使自己与众不同，而不仅仅是一个普通的石油公司，大家对我们还有多种看法。
Obviously, we've got intense warranties out there that we can help support bring that retention back as well. And what we're seeing the shift in dealerships is really towards, you know, the customer retention as well as the customer experience. And our team, our field training staff and our teams in general and our executives are trained to be able to go in and help support these dealers and help continue to build that out. And then we have our full programs to help support that on the back end. If you don't know, actually, a new area we've really ventured into is the service lane technology. I mean, you would have thought Valvoline would actually get into the tech side. So that's been a super exciting venture for us and shift in the business for sure.
毫无疑问，我们已经有了强大的保证措施，我们可以帮助支持并恢复客户的忠诚度。目前我们注意到经销商的转变是真正关注客户的忠诚度和客户体验。我们的团队、现场培训人员、总部团队以及高层经理们都接受了培训，能够进入并帮助这些经销商并继续建设。此外，我们还有完整的项目来支持这一点。实际上，一个我们非常新的领域是服务通道技术。你可能会认为美孚会进入科技领域。所以这对我们来说是一个非常激动人心的冒险，也是业务的转变。
Yes. So tell me more about the tech side, right? Not something that you would typically expect an oil company pivoting or not pivoting, but introducing technology. How is that working out for you? Right? What did you introduce? Like, what are you doing with dealers on that side?
是的。那么，告诉我更多关于技术方面的事情，对吧？这不是你通常期望的石油公司转向或不转向，而是引入技术。对你来说这个如何运作？对吧？你引入了什么？你与经销商在这方面做了什么？
Yeah. So I mean, originally, you know, with us being a true partner and working with dealers, we're trying to find areas that we need dealerships in general need to improve on. And one area was really just, you know, in regards to advisors, every single advisor sells a different way and we're trying to streamline that. So originally, what we were trying to do was just build out a basic menu, you know, something that the advisors could have and create that communication and education with their customer. I think that's what we're missing.
是的。所以我的意思是，起初，我们作为真正的合作伙伴与经销商一起工作，我们试图找出经销商普遍需要改进的领域。其中一个领域就是关于顾问，每个顾问的销售方式都不一样，我们试图标准化流程。所以最初，我们的目标只是建立一个基本的菜单，让顾问可以与客户进行沟通和教育。我认为这是我们所缺失的。
You know, consumers come in with their keys, drop them off. They really don't understand their vehicle there that well. So how can we be better and how can we better educate them so that they understand their vehicle and understand what services are recommended and potentially need to be performed versus, you know, waiting for the MPI to come back to the multi-point inspection, you know, when you get that list of all the good, bad and the ugly on that vehicle, why are we selling off of that? We've been doing business the same way for 35, 40 years of just selling off of that, that multi-point inspection. I mean, we wanted to be a leader. We wanted to change that. We want to change the direction.
你知道，消费者带着他们的钥匙来，把车交给我们。他们并不真正了解自己的车辆。那么我们应该怎么做才能更好地教育他们，让他们了解自己的车辆，了解哪些服务是推荐的，哪些是可能需要的，而不是等待多点检查报告回来时才知道。你知道，当你得到一个关于车辆全部好坏的清单时，我们为什么要基于此来销售？我们过去35、40年一直都是这样做生意的，只是基于多点检查报告。我是说，我们想要成为领导者，想要改变这种做法，改变这个方向。
So we dove in, we said, you know, if we're going to do it, we're going to do it right. And we created a full tech program that is a full service lane technology that actually implements into their current system. So when the car comes in, you know, we're scanning VINs, we're pulling up menus based off of mileage. We're doing walkarounds with the customer as soon as they get there, we're making recommendations now versus waiting till the end. And that really changes the flow and brings that customer into the conversation. Instead of waiting to just try and sell them stuff, we want them to be able to learn more about their vehicle and what those services mean and how we can continue to help grow that side of the business.
因此，我们投入其中，我们说，你知道的，如果我们要做，我们就要做对。我们创建了一个完整的技术程序，它是一种完整的服务通道技术，实际上可以融入他们现有的系统中。所以当汽车进来时，你知道的，我们正在扫描VIN码，根据里程数提供菜单。我们在顾客到达时立即进行车辆检查，而不是等到最后时刻才提出建议。这真的改变了流程，并将客户引入对话中。我们希望他们能够更多地了解他们的车辆以及这些服务的意义，以及我们如何继续帮助发展业务的这一方面。
Yeah, and build trust with the customer. It's all about trust. I mean, even our end, you have to get that customer to trust you. And that helps build that retention. One of our coolest parts, I think of that system is definitely communication parts. So when they come in and they check in, they actually will get a text message that shows where they are in their service intervals. So it shows a check in, can tell you if the parts are ordered, tell you when the technician sees the vehicle, we're setting them status updates throughout the day. And that prevents them from always wondering, you know, where is my car?
是的，同时要与客户建立信任。一切都建立在信任的基础上。我的意思是，即使是我们自己，在取得客户的信任上也是必须的。这有助于建立客户的忠诚度。我认为我们系统中最酷的部分之一就是沟通部分。当客户进店并登记时，他们会收到一条短信，显示他们所在的服务间隔。这样就可以告诉他们是否已经订购了配件，告诉他们技术人员何时查看了车辆，我们会在全天不断给他们发送状态更新。这样可以防止他们一直想知道自己的车在哪里。
You know, and a funny story going into that, coming from a consumer side, you want to talk about experience. My daughter actually has a vehicle that we had service. She lives in North Carolina was actually going to come down to Florida. I was supposed to fly up to drive her back. Unfortunately, the vehicle had a warranty issue. So they call me as I was about to board a flight and said, Hey, you can't drive this. Secondly, we can't rent you a car because you're leaving state. So I had the last minute book, my daughter to fly home. So her vehicle stayed where she goes to school. Through that process, you know, they had a warranty part that said probably take about 30 days to get, obviously being in the business, know a few other dealers and called around and found a part, you know, as we do. So I actually called the dealership left the voicemail, Hey, give me a show back. I think have a solution. No call back called again, no call back call for status update, no call back. They send me a text message from the original, well, when we drop the vehicle off, message there three times no call back. Now we go three weeks later and I get a call saying, you know, voicemail is actually flying that day. I get a voicemail saying, Hey, your vehicle's ready. The day of I call the same thing. Hey, just wanted to follow up. Like when can my daughter come pick up the vehicle? No call back. I mean, the experience unfortunately was how it is, right? You call and leave voicemails and they're busy. They're living that life being being, you know, in a very busy world and I fork stand never received a call back to this day. I still haven't received a call back.
你知道的，来自顾客的一个有趣的故事，谈到体验。我女儿实际上有一辆我们曾服务过的车。她住在北卡罗来纳州，本来要开车到佛罗里达。我本来应该飞过去开车送她回来。但不幸的是，这辆车出了保修问题。所以他们在我正要登机时给我打电话，说：“嘿，你不能开这辆车。而且由于你要出州，我们也不能租给你一辆车。”所以我临时订了一张机票，让我女儿飞回家。她的车就留在了她上学的地方。在整个过程中，他们告诉我说，需要一个保修部件，可能要30天才能到。显然，作为业内人士，我认识一些其他的经销商，所以我打了几个电话找到了那个部件，就像我们通常做的那样。所以我实际上给经销商打了电话，留了语音信箱，“嘿，给我一个答复吧。我想我有解决办法。”没有回电，重新打了一次，还是没有回电，又打了一次询问状态，还是没有回电。他们给我发了一条短信，原来是我们把车送去的时候的信息，已经发了三次，还是没有回电。现在三个星期过去了，我接到了一个电话，他们说，你知道的，那天我正在飞机上，给我留了条声音信箱说：“嗨，你的车准备好了。”当天，我打了同样的电话，问道：“嘿，只是想跟进一下。我女儿什么时候可以来取车？”没有回电。我是说，这个经历不幸地就是这样，对吧？你打电话留言，他们都忙着过日子，生活在一个非常忙碌的世界里，我至今仍没有收到一个回电。
Now she did get her vehicle back. So everything is good there. But I mean, that has to change. Like that is not a good retail experience. And you know, for us in general is what can we do to change that? You know, we have to be better as as a whole group, especially if we want to be more involved into the retail side. And that's what we've done is we built programs around that to clean up communication and really like help support that customer journey and build that trust and build that retention. I think we'll all we'd all agree that service definitely picking up phones and services historically been a big challenge for the industry.
现在她确实找回了她的车。所以一切都好了。但是我的意思是，那必须要改变。这不是一个好的零售体验。而且，对我们来说，我们到底能做些什么来改变呢？你知道的，我们必须作为一个整体的团队变得更好，尤其是如果我们想更多地参与到零售方面。因此，我们构建了一些项目来改进沟通，并真正地帮助支持客户旅程，建立信任和保持客户忠诚度。我认为我们都会同意，服务始终来电和一直以来的服务都是这个行业所面临的一大挑战。
And you're right, people are busy. So it's not out of obviously bad intent. It's it's always like a staffing thing. Like you what's your insight into the biggest opportunities for service revenue just for the service side of the business. Look, the industry is we know that we're heading into a time period with more new car inventory, which is going to lead to margins margins compressing on the new side. We've already seen that, but it's it's only going to accelerate.
你说得对，人们确实很忙。所以这并不是出于明显的恶意。通常都是人手不足的问题。你对服务业务的最大机会有什么见解？听着，我们知道行业正在迎来更多新车库存的时期，这将导致新车销售毛利率下降。我们已经看到了这种趋势，但它只会加速发展。
Used is staying pretty strong because of the fact that you know, we still have relatively historically low supply and new leases that over the last three years, you know, there was much fewer leases or new leases put on put on the streets, which has led to a situation now where for the next year and a half, we're going to have this sort of, you know, lease return cliff that the industry needs to grapple with. So these are the two things, but talk to me about service now, right? Were you seeing the biggest opportunities on the service side?
由于我们仍然具有相对历史低水平的供应以及过去三年中新签租约较少，二手车销售一直保持相当坚挺。这导致了一个现在的情况，即在接下来的一年半时间里，我们将面临一个租约到期高峰的局面，整个行业需要应对这个挑战。所以这就是这两个方面的情况，不过现在来谈谈服务业现状，你认为服务业方面有哪些最大的机会？
Yeah, I mean, working with owners and GMs, you know, and service directors, we have that conversation almost on the daily of, you know, what are we seeing? What can we do to help that? I think what we're what we're seeing is, you know, when you talk about a shift, we're the preventative maintenance side. I think, you know, cars aren't breaking down like they used to, right? You know, you don't get a lot of the services coming in or mostly oil changes.
是的，我是说，与业主、总经理以及服务主管一起工作，我们几乎每天都进行这样的讨论：我们看到了什么？我们能做些什么来帮助他们？我认为我们所看到的是，当谈到转变时，我们处于预防维护的一侧。我认为，你知道的，汽车不再像过去一样频繁出故障，对吧？你知道的，我们并不经常接待维修需求，大部分都是换油服务。
How do we build transparency from the beginning to the end on the customer side, right? How do we build trust and loyalty back? You know, we rely so much on the technician making that recommendation and a lot of them sometimes, you know, they don't make those recommendations. They look at some things and see that, you know, hey, this is good to go. But in reality, you know, why are we waiting for stuff fluid specifically to be dead, you know, to be dark, you're pulling it out and it's dark, it's already gone. How do we change that? And, you know, Bavlin has built a program where we actually have a warranty built in that if they do the service interval really every 30,000 miles, they're covered under those components. So how do we build that at the front end to help educate customers that, hey, listen, if you do this service and you're keeping this vehicle, we will provide you a warranty that if anything does happen, we're going to back that. And that's a huge opportunity is being able to, like we said earlier, being able to build that at the front of the house versus waiting for that MPI. That's a huge opportunity and building advisors and trying to bring transparency and build that communication from the minute the customer comes into the minute they leave. We're missing a lot of that now. You know, the experience you get from advisor A, B and C is different. How do we streamline that? How do we build more consistency between that and have a better customer experience through the entire process?
我们怎样才能在从顾客的角度建立透明度，从头到尾呢？我们怎样才能重新建立信任和忠诚度呢？你知道，我们太依赖技术人员的推荐，但有时，他们并不会给出这些推荐。他们会看一些东西，觉得“嗯，这应该没问题”。但实际上，我们为什么要等到某件东西密封液体完全损坏了，我们才去拆下来检查，而且发现它已经坏了呢？我们该怎么改变这种情况？并且，Bavlin已经建立了一个计划，我们实际上在里面提供了保修，如果他们按照每30,000英里一次的维护间隔进行维修，那些部件就会得到覆盖。那么我们该怎样在前期建立这个计划，帮助教育顾客，告诉他们，“嘿，如果你进行这个维修，且打算保留这辆车，我们将为你提供保修。如果发生了什么问题，我们会为你提供支持。”这是一个巨大的机会，我们可以在房子前端建立这种关系，而不是等待后期车辆检查。这是个巨大的机会，我们正在努力建立顾问团队，并试图通过整个过程建立透明度和良好的沟通，从顾客进店起到离店。我们现在失去了很多这样的机会，你知道，A、B和C顾问给你的体验是不同的。我们如何使这一切更加流畅？如何在这之间建立更多的一致性，并提供更好的顾客体验呢？
Well stated, I want to ask you a more, you know, kind of internal question within Vavlin, but what's the sentiment regarding EVs? Like our EVs perceived as a threat within the company. How do you guys think about that?
表达得很好，我想问你一个更深入的问题，就是关于 Vavlin 内部的情绪。像我们的电动汽车在公司内部被视为一种威胁吗？你们对此怎么看？
Believe it or not, we don't actually, we're, you know, we know it's coming. I mean, there's no, there's no hiding around that. I think, you know, that's where we're learning to develop more products to be supportive of the EVs, especially on the cool side. Like I mentioned, you know, we're a global product for coolants. We're doing a lot of OEM factory fill for EVs as well. A lot of research and development, I think going transitioning into service lane technology, like we're building programs as we continue to develop them out. But I mean, we also are involved in other businesses, right? I mean, from the commercial side to industrial side, heavy duty side, I mean, we're a very big company. So just that little bit, you know, if you want to call retail side for the oil business, as it continues to shift in and downfall, we're prepared. I mean, we're not afraid where we know it's coming and we're supporting it, right?
信不信由你，实际上我们并不是，你知道的，我们知道它的到来。我的意思是，没有任何可以掩盖这一点的办法。我认为，你知道的，这就是我们正在学习开发更多支持电动汽车的产品的地方，特别是在酷炫方面。就像我提到的，我们是冷却剂的全球产品。我们也为电动汽车提供了很多原厂充填服务。还有很多研发工作，我认为我们正在转向服务领域技术，就像我们在不断发展的基础上构建项目一样。但是，我也要提到我们还参与其他业务，对吧？我是说，从商业领域到工业领域，重型领域，我们是一家非常大的公司。所以对于石油业务的零售端继续转变和衰退，我们已经有所准备了。我是说，我们并不害怕，因为我们知道它的到来，并且我们会支持它，对吧？
Tell me more like when it comes to your dealer interactions and, you know, dealers transitioning to servicing EVs, what are you seeing there? What sentiment on the street from what you're seeing?
请告诉我更多关于您与经销商之间的互动情况，以及经销商如何转型为电动汽车服务的信息。根据您的观察，社会上对此有何感受？
Yeah, I mean, you know, talking with these dealerships, you know, you get, you kind of get a little bit of both worlds, right? I mean, as you know, investing into EV to be able to service these vehicles is substantial. So, you know, a lot of dealers are either in or they're out. The ones that are going in are having to make some pretty big investments to be able to service these vehicles, right?
嗯，我的意思是，你知道，与这些经销商交谈，你知道，你会得到一点点两全其美的感觉，对吧？我的意思是，你知道，投资电动车技术以能够维修这些车辆是相当大的。所以，你知道，很多经销商要么加入，要么退出。那些选择加入的经销商需要做出相当大的投资来维修这些车辆，对吧？
You see a lot of them starting to transition through that, I think, as of recent, you see that more now than we probably did a year or two ago. You know, Tesla took off and has just made a massive impact on the industry. And, you know, I think the other OEMs specifically domestic are trying to catch up. I don't know if they will catch up. I don't think that, you know, you see the consumer base, there's there's still a lot going on in EV and the technology is there, but, you know, a battery technology still needs to improve. And in general, I think the, you know, sustainability of, you know, people being able to go long hauls on these EVs still scares people. So, it's still in that like, in an early stage, I think that is the future. It's coming, right? And it's what can we do to prepare for that?
你会看到很多人开始逐渐进行转型，我认为最近开始比一两年前更加频繁地看到这种情况。你知道，特斯拉取得了巨大的成功，对整个行业造成了巨大的影响。而且，我认为其他国内汽车制造商正在努力迎头赶上。我不知道他们是否能迎头赶上。我不认为消费者群体已经饱和，电动汽车的技术虽然已经很成熟，但是电池技术仍需要改进。总的来说，我认为人们能否使用这些电动汽车进行长途旅行的可持续性问题仍在困扰着人们。所以，电动汽车目前还是处于早期阶段，但它无疑是未来的发展方向。它正在到来，我们应该如何为此做好准备呢？
But on the road, for sure, you do hear a lot of, you know, how do we invest? Where do we invest? Where's the business going? And as we see new vehicles starting to be, you know, getting more stock of them, you're starting to see some stuff sitting right now. So it's kind of in that little stagnant period, I think right now where we're, there's a lot going to change in the next year or two for sure. And on the used car side, like, you know, a lot, this is really never talked about, but are people willing in five years to buy a used Tesla that, you know, maybe that battery power isn't what it used to be. Are they going to be willing to invest in and putting new batteries in these? I think if we, until we see a true decrease in the battery cost of replacement, I think it's, we could see a struggle coming. But I think technology is changing, right? These batteries are going to be that are coming out are going to be lighter, they're going to be faster, they're going to be easier to swap out. But that's definitely the future.
但是在路上，肯定会听到很多关于我们如何投资？我们在哪里投资？企业将前往何方？随着新车型逐渐增加库存，你会看到一些车辆现在停滞不前。所以现在正处于一个小小的停滞期，我认为接下来的一两年将会有很多变化。关于二手车，很少有人谈论，但人们是否愿意在五年后购买一辆使用过的特斯拉，也许那时电池电量已不如过去。他们是否愿意投资并更换新电池呢？我认为，除非我们看到电池更换成本真正降低，否则我们可能会面临困难。但我认为技术在改变，对吗？即将面世的这些电池将更轻、更快、更易更换。但这绝对是未来。
Yeah, I think on my end, like I've seen some, some frustration just with a more so on, like practically speaking, on the cost of investment, you know, if you look at like Chevy dealers, right, these big investments followed by Chevy GM then stating very recently that they're going to, you know, reassess their EV strategy, go more hybrid. So it's sort of like bittersweet in the sense that it's like, well, you know, I've been investing in preparation of this, but now we're, you know, we're sort of a change in strategy, which is likely good for sales in the short term, but I've already put some money behind it. So it's, it's, it's a bit of a weird situation.
是的，我认为从我的角度来看，我看到了一些一些困扰，主要是关于投资成本方面的。你知道，如果看看雪佛兰经销商，他们做了大笔投资，结果雪佛兰公司最近表示他们将重新评估他们的电动汽车战略，更加倾向混合动力。所以从某种意义上来说，这是苦乐参半的，毕竟我已经在准备这个方面投资了，但现在策略发生了变化，这在短期内可能对销售有好处，但我已经投入了一些资金。所以情况有点奇怪。
Yeah, if you look at Toyota, I mean, Toyota's, you know, they're, they're the leading charge in hybrid, right? I mean, they, they can't, they're still on a waitlist and some dealerships trying to get hybrids to come in. So, you know, you see that, that mixed approach and see Toyota as, as a powerhouse, really shifting and stating, you know, standing their ground on that, you know, that's really where I think the future will go. But like I said, the technology with EV is incredible. I mean, the inside of these cars and what they've been able to do in such a short period of time is awesome. And I do believe it's here to stay.
是的，如果你看一下丰田，我的意思是，丰田是在混合动力方面的领先者，对吧？我是说，他们仍然在等待名单上，一些经销商还在努力引进混合动力车型。所以，你可以看到这种混合的方法，看到丰田作为一个强大的力量，真正地转变和坚持自己的立场，你知道，我觉得未来就是这样。但就像我说的，电动汽车的技术令人难以置信。我意思是，这些车的内部以及他们在如此短的时间内所能做到的真是太棒了。我相信这种技术是来留下的。
Yeah. And you're right on the Toyota front. I've just long been a, been a fan of their, the way they operate. I have no, I have no incentive to do that. I mean, I have no relationship to Toyota indirectly or directly. But I think just their prudence and the way they operate is just very strategic. You know, I had Doug Iro, president of Longo Toyota on the podcast. And he was talking about how they still have like 6,500 or so deposits on vehicles at peak, you know, pandemic times. They have like 15,000. So it's just remarkable to demand for that product and how well it's doing.
是的。在丰田这一方面你说得对。我一直以来都是他们的粉丝，因为他们的经营方式。我没有任何动机这么做。我的意思是，我与丰田间没有任何直接或间接的关系。但是我认为他们的审慎和运营方式非常有策略性。你知道，我在播客中采访了隆吾丰田的总裁道格·伊洛。他谈到他们在疫情高峰期仍然有大约6,500个车辆的订金。他们在那个时候有大约15,000个订金。所以这个产品的需求是非常出色的，而且运营得非常好。
Absolutely. No, that was a great broadcast, by the way. My man, I don't think many people would know this. I didn't know this, but Valvoline, you know, you were purchased by Aramco, right? The most valuable company in the world. For anyone that is like, like, big numbers, $7.5 trillion market cap as of this recording. So pretty remarkable.
当然。不，顺便说一下，那是一次很棒的广播。我的朋友，我觉得并不是很多人知道这一点。我并不知道这个，但是瓦尔油（Valvoline）被阿美公司（Aramco）收购了，你知道吗？这是世界上最有价值的公司。截至目前市值已达到7.5万亿美元，数字真的很惊人。
Tell us just about why this happened. You know, what are the opportunities? What are they looking to do with you? Like, what's next for the company?
告诉我们为什么会发生这种情况。你知道的，有什么机会？他们想要与你合作做什么？公司接下来的计划是什么？
Absolutely. I mean, being purchased by literally the largest company on the planet is exciting. I'm not going to lie. I mean, what they can do to help us be better at what we do, you know, whether that's globally, you know, strategically through our, you know, research and development that there's a huge opportunity there. I mean, we knew something was coming, but I mean, to be partnered with Aramco is, is incredible. I mean, I couldn't be more excited about it myself, you know, them being able to step in and really help us become the brand that we are now, but the brand that we can be in the future.
当然。我是说，被全球最大的公司收购是令人激动的。我不会撒谎。我是说，他们能为我们在我们所做的工作上变得更好提供什么帮助，无论是全球范围，还是通过研发方面，这都是一个巨大的机会。我是说，我们知道会有一些事情发生，但是能与阿美公司合作真是太不可思议了。我对此感到非常兴奋，他们能够介入并真正帮助我们成为现在和未来的品牌。
I know they've got some massive goals for us. You know, utilizing us as a global product, you know, being around for 200 years, we've got the name, we've got the brand, you know, they're going to use us and strategize to be able to help build their brand out as well and put them, you know, at a different level. And they want Valvoline to be the number one in the world. And I know that strategically, we will be. I mean, there's no question about it. They've got the plan, they've got the goals, they've got the infrastructure. And we're excited. I'm excited. Like I've been, I've been with Valvoline a long time to be able to have that type of excitement. You better be excited. You've been there for almost two decades. If you weren't excited, I'd be concerned for you.
我知道他们给我们制定了一些宏伟的目标。你知道，他们要我们作为一个全球产品，你知道，要存在200年，我们有品牌，我们有名声，他们要利用我们，制定战略来帮助构建他们的品牌，并让他们处于不同的水平。他们希望Valvoline成为世界第一。从战略上讲，我知道我们将会实现这个目标。这毫无疑问。他们有计划，他们有目标，他们有基础设施。我们很兴奋。我很兴奋。我已经和Valvoline在一起很久了，能够有这种兴奋感，你最好也兴奋起来。你在那里待了将近二十年，如果你不兴奋，那我会为你担心。
Yeah, no, it's awesome. It's, it's a great thing to have. I mean, being able to be backed by, once again, the largest chemical and oil company on the planet is insane. So we're super excited. And, you know, the main reason they purchased was really for the brand. I mean, having Valvoline is that brand logo, that red, white and blue, you know, we're known across the globe. There's some areas where we're not so popular, but that's where they're going to help support us to, to get us to that next level for sure.
是的，没错，这太棒了。能够再次得到全球最大的化学和石油公司的支持是疯狂的。所以我们非常兴奋。你知道，他们购买的主要原因确实是因为品牌。拥有Valvoline这个品牌标志，那个红色、白色和蓝色的标志，我们在全球范围内都是有名的。虽然在一些地区我们不那么受欢迎，但这正是他们将会帮助我们达到下一个层次的地方。
Well stated, my friend, I'm rooting for you. Keep, keep pushing the industry for better. It's really, really cool to see. And this was really great conversation, Chad. So thank you, man. If anyone wants to learn more, we're going to throw up the link in the show notes below so you can learn more about everything that Chad is working on, Valvoline, all the different services and the technology.
说得很好，我的朋友，我支持你。继续为了行业的进步努力。真的很酷的事情。这次对话真的很棒，查德，谢谢你，伙计。如果有人想要了解更多，我们会在节目说明中提供链接，这样你就可以了解查德所做的一切，Valvoline的所有不同服务和技术。
So Chad, thanks for coming on. This was great. Absolutely, man. Thank you so much for your time. It's been a pleasure. All right. Hope you enjoyed that episode. Please give the podcast a rating. Consider subscribing to the show and check the show notes for links to what we talked about. Thanks for tuning in. I'll see you guys next time.
非常感谢你的加入，Chad。这真是太棒了。当然，朋友。非常感谢你抽出时间来和我们聊天。很荣幸能与你交谈。好的，希望你喜欢这一集。请给我们的播客评分，考虑订阅节目，并查看节目说明中我们讨论的链接。感谢你的收听，下次见。