Ismael Valdez

And then you realize like, hey, man, these customers aren't as crazy as we all think they are. They have legitimate complaints that we need to listen to. And so don't miss the opportunity. Just because you're getting the negative feedback, there's typically a lot we can learn from.

A couple of things there is that I've been told a lot that a 4.8 or 4.9 is better than a 5.0. And I always ask the same question. So should I ask people to leave me one-star reviews or how do I get that down?

A couple of things there is that I've been told a lot that a 4.8 or 4.9 is better than a 5.0. And I always ask the same question. So should I ask people to leave me one-star reviews or how do I get that down?

Yeah. What's your biggest weakness? I work too hard.

Yeah. What's your biggest weakness? I work too hard.

That's a good idea. The other thing I was going to touch on that, you know, my brother and I used to call the one stars. So we realized that we had someone a lot better to call the one stars, which was our general manager, childhood best friend, Garrett, who is still managing ProSkill today.

That's a good idea. The other thing I was going to touch on that, you know, my brother and I used to call the one stars. So we realized that we had someone a lot better to call the one stars, which was our general manager, childhood best friend, Garrett, who is still managing ProSkill today.

And all Garrett would do is, it's what you said, there's one audible I'd take on it, is he'd listen and he'd just go, okay, mm-hmm, mm-hmm, okay. And at the end, he'd be like, oh, I'm so sorry for that. And instead of saying, hey, what's your time worth? Or how much, you know, what do you do for a job? He'd say, what can I do to make this right?

And all Garrett would do is, it's what you said, there's one audible I'd take on it, is he'd listen and he'd just go, okay, mm-hmm, mm-hmm, okay. And at the end, he'd be like, oh, I'm so sorry for that. And instead of saying, hey, what's your time worth? Or how much, you know, what do you do for a job? He'd say, what can I do to make this right?

Typically what they ask for is far less than we're willing to give. Yes. Far less.

Typically what they ask for is far less than we're willing to give. Yes. Far less.

Just listen. He had a goal of never giving any money back. He's like, I can make them happy without giving them any money. And he usually almost every time did. And so, especially for these smaller guys who, you know, a couple hundred dollars back on a job that was a couple hundred bucks is a lot. It's a big hit to cash flow. So, you don't always have to offer up money.

Just listen. He had a goal of never giving any money back. He's like, I can make them happy without giving them any money. And he usually almost every time did. And so, especially for these smaller guys who, you know, a couple hundred dollars back on a job that was a couple hundred bucks is a lot. It's a big hit to cash flow. So, you don't always have to offer up money.

Being willing to listen, accept responsibility, and make it right.

Being willing to listen, accept responsibility, and make it right.

This is a whole different world we're living in, man. I think, too, you know, again, going back to the position. If we're hiring a technician, we want someone with technical capabilities, right? So we found that, shout out to Discount Tire, they do a great job of teaching customer service, but those kids are hustlers and they want to work hard. They know how to work with their hands.

This is a whole different world we're living in, man. I think, too, you know, again, going back to the position. If we're hiring a technician, we want someone with technical capabilities, right? So we found that, shout out to Discount Tire, they do a great job of teaching customer service, but those kids are hustlers and they want to work hard. They know how to work with their hands.

We recruited a lot out of the diesel mechanics because a lot of those kids, they went there because that's their hobby. They've been wrenching on cars their whole life. That translates really easily into the trades. And so we look for people with hands-on technical experience, even if it's in a different trade. They almost always came out to be a great technician.

We recruited a lot out of the diesel mechanics because a lot of those kids, they went there because that's their hobby. They've been wrenching on cars their whole life. That translates really easily into the trades. And so we look for people with hands-on technical experience, even if it's in a different trade. They almost always came out to be a great technician.

especially if they had the background in customer service.