Podcast Ep. 77 – Inspired Leadership

Larry Olsen November 23, 2021

Brad Mugg has been in the automotive industry for over 30 years and currently is the General Manager and partner with Honda of downtown Los Angeles. Since he joined them they have gone from 35th in the country to 7th on their way to their number one goal, and that’s to become the number 1 Honda store in the country. Experience his zest for life, insights on what it takes to be number one, and why it’s so essential to make your highest priority, your people. 


Larry Olsen: Welcome. I’m Larry Olsen, and what’s on your mind? Once set, it delivers your life. To change the outcomes we want, we must change the plays we’re running. Join us at Mindset Playbook with Real people – Real talk for Real insight.

Narrator: Today’s episode is sponsored by Aperneo, An Achievement Acceleration Company, whose approach to professional development enables clients to gain insights and perspectives to live, work, and engage with more success.


Larry Olsen [00:00:50] I want to welcome you to The Great Automotive Experience where we’re going to hear about the tools, techniques, and strategies that industry insiders have implemented to improve both the associates as well as the customers automotive experience. My name is Larry Olsen, and I was a former general manager and I have had clients in the industry for over twenty-six years. I created this show to break down the myth that an auto industry is not where you want to buy a car, and the many reasons why people have been led to believe that. To provide us with this insight in over 30 years of experience with Honda to back it up. Let me welcome my guests today, Brad Mugg. Brad has been the automotive in the automotive industry for over 30 years and as of April, has become a partner with Honda of downtown Los Angeles. By the way, since then they have gone from thirty fifth in the country to seventh on their way to their number one goal, and that’s to become the number one Honda store in the country. Welcome, Brad, and thank you for investing your time with this.


Brad Mugg [00:01:40] Larry, I’m so excited to be a part of this, and I really, really appreciate you reaching out to me and I’m super, super excited. Thank you so much for your time. Work to do.


Larry Olsen [00:01:47] You’re welcome. Hey, Brad, with all the experience you’ve had in the industry, what do you think has been the biggest challenge dealerships face in creating a great customer experience and why?


Brad Mugg [00:02:01] Well, I’d say it’s the culture. It’s the culture that you create in the dealership is the biggest challenge and once you create an amazing culture. People can’t wait to get here as an employee and never want to leave. And that’s what we try to create all the time is culture. And then once the culture is created and everyone’s bought into the culture. The customer satisfaction and you never have to worry about. You have to worry about the employee satisfaction, and they take care of the customer satisfaction.


Larry Olsen [00:02:30] Beautiful. You know, we hear a lot about culture and in my business, I’m considered the culture expert, if you will. And what do you mean by culture? So that we’re not trying to make up our own mind about what culture is? How do you define it?


Brad Mugg [00:02:52] Well, I define it as letting the entire team know what our goal is and what we’re trying to accomplish and what part they play in hitting that goal. And if they understand that very true part of the plan to hit that goal, then all of a sudden everyone’s got by it because everyone’s a part of the plan. And like, you know, our goal is to be number one in the country. I came from a store that we were number one in the country for nine years and it was amazing. It was a lot of fun. But you know, it can be done anywhere, but it’s all the people. It’s all. It’s people, a process. And as long as you get everyone believing in it and pulling the same route, the same direction, you get something super special.


Larry Olsen [00:03:37] Well, you know that that secret sauce that getting everybody to buy in is not an easy thing to do. We get a lot of this (Brad Mugg: correct) and we don’t. That doesn’t necessarily mean I bought in. That just means that I want to get through this meeting and then they have the meeting after the meeting. And more often than not, that’s where a lot of the beliefs get created. What have you folks done to kind of be the buffer between having mixed messages between what the organizational goals are and then you know why others should be able to buy into that?


Brad Mugg [00:04:16] Well, we’ve got to get, you know, it’s a good question. We’ve got to get the players playing and the ones that don’t believe freedom we’ve got and we’ve got to get those out. And unfortunately, not everyone is going to buy-in. And we got to make sure first we have the right players on the team and that, you know, you’ve got to make some hard decisions. You know, we’ve had to part ways with one of our very, very top performers in a sales volume situation. But you know what? They weren’t bought into what our direction is, and our goal is, so they had to go. And people see that say, oh, wow, these guys really are serious about their, you know, the end goal in mind. And that makes a big, big, big difference. Setting the stage right, so not setting the stage


Larry Olsen [00:05:04] was I find that habits, attitudes, beliefs, and expectations are really where the gold mining begins. Was it an attitude that was kind of leading you in the decision that maybe this wasn’t the best fit to have this player, even though he was successful within your company?


Brad Mugg [00:05:23] It was attitude, a 100%. And it’s also, you know, people will look at top performers and if they do all the things right, it’s expected of them. They’re truly a top performer, but a lot of top performers think, you know what? I don’t have to maybe come in at 8:30 sharp. I mean, I’m doing 8:35. I don’t have to go to that sales meeting because I know everything. Those are the people that we don’t wanna be a part of. We want everyone doing the exact same thing all the time with each other and being a teammate. And you can’t allow those things to happen because if you allow one person, especially a top performer, well, then that’s not the new norm, right? It’s unacceptable.


Larry Olsen [00:05:58] Yeah, yeah, I got a copyright on team. Can you believe that


Brad Mugg [00:06:03] No, how?


Larry Olsen [00:06:05] To each all matter. (Brad Mugg: I love it. Nobody had that out there. But that’s what you’re saying, is making these people feel good about who they are and recognizing that there are some standards that you folks have set on how we treat each other. I remember as GM, we had a salesman, Brad, that was creating 25% of our sales. And we come to find out that he was doing it by really getting into the heads of everybody else and taking their customers because they were all spaced out after he got done with them. (Brad Mugg: Right, right) let him go. Our sales increased by 35%.


Brad Mugg [00:06:42] I believe it 100%. You know, you got to make some uncomfortable decisions to really get a better result. And it’s funny because I think about the experience that the customer, the salesperson, we let go. And it is amazing how everyone else picks up all the pieces and the attitude changed. And it’s really helped the culture a whole lot.


Larry Olsen [00:07:03] Wow. Wow. So let me peel the onion a little bit. You’ve got a really magnetic personality. I mean, you’ve, I can see where you’re a bit infectious and you know, people need to catch it, if you will, if you will. Where did that come from for you? You know, let’s take you as a little guy, you know, I mean, were you kind of outgoing then or what?


Brad Mugg [00:07:26] I’ve always been very passionate, and I love, love, love, love, love what I do. And that’s the key, right? If you love what you do, the passion just comes automatically. And I’ve always been really excitable and fun, and it’s just my personality and it’s just me. I just love, love this business, you know? So, I guess that you, when you love what you do, it’s just a lot easier. You know what I mean?


Larry Olsen [00:07:53] Yeah, yeah. How do you how did you keep going? You know, along the way, there were a lot of choices from you popping out of the womb. There was choice after choice, after choice. It was a lot of direction coming from, you know, the authorities in our lives, our parents, our teachers, you know, the peers and whatnot. How did you continue to make choices that didn’t end you up in something that you didn’t find yourself passionate about?


Brad Mugg [00:08:22] Well, I grew up in a body shop business. My father had a body shop, and we had the cars up front. We sell cars up front and buy and fix them up and sell them. So, I kind of been in this business my entire life. And so, I’ve always loved cars. And so, it’s kind of been my I’ve been very fortunate to kind of follow that all my life, and it’s just been a whole lot of fun. So, I just have, you know, I’m still going to wrong. I make bad decisions, you know, and I’ve got the right direction. But overall, it’s been quite blessed.


Larry Olsen [00:08:54] So what do you think your shine at your North Star was that got you out of those bad decisions and into what you find yourself flowing with? Because it seems to me that no matter what business you were in, you would be successful.


Brad Mugg [00:09:09] Well, that’s nice. Well, I mean, it probably started with having a wife and then having a baby and then having another baby on the way and having two thousand dollars in my pocket and trying to figure out what next right that drives you, right? (Larry Olsen: Yeah) it drives you? That’s what got me in the retail side of the manufactured car business. You know, the manufactures side, and I start with Honda. I call up a very, very good friend of mine who owns several dealerships and says, hey, I want to, I want to get in your business. And luckily, he brought me on, and I start selling cars and did it for six months and a sales manager. So that’s kind of how it all started on that end of it. And then I got so in love with Honda. I, my mom and dad always had Honda’s all growing up. So, when I told him, I said, Hey, because where you want to go, I go, I really want to go to Honda because I really love the brand. So, then I just stuck with Honda all my life, and I just really went for it. So, yeah,


Larry Olsen [00:10:08] You know, what in your organization, and some of the reasons why people haven’t picked up a bad experience and going in and attempting to buy a car is that excuse me, is that old adage that people don’t care what you know until they know that you care? And so, there wasn’t a lot of caring going on. It was all about the money. It was all about making the deal. Some of the verbiage in the background was, you know, I hit a home run on that one, that person so buried they won’t see daylight for years. You know, all of these elements that when I got into the industry way back when, you know, we had to go out of our way to break that mentality, I had people that I inherited that just looked at the customer as a way to make ends meet. And what do you folks do or do you to instill within your whoever it is that engaged with the customer and in, you know, the customer, I would imagine your organization is also the associate to another associate, (Brad Mugg:  right) have it. How do you help them kind of get over themselves and make it about the customer?


Brad Mugg [00:11:19] Well, you know, it’s, I probably 30 years ago, I was training and went to one of the great Cardinals training seminars, and I got a lot out. And, you know, I’ve been friends with them for years and for 30 years. And what I loved about his style; it was information overload. Give, give, give, give, give, give the customer everything they asked for. And by the way, the only person that doesn’t know the invoice is the salesperson. You know, the customer knows the sales manager knows the salesman doesn’t right. And I’ve always been all about giving the salesperson all the information they need to properly handle the sale of the guest, right? Given the guests everything they asked for. And getting that language, like you talked about, I hit a pound or that kind of stuff out of the environment because we don’t talk about how much money you make it so much, how much your employees are satisfied, your customers are so satisfied and the money follows it, right? Not worry about money. If you take care of the guest


Larry Olsen [00:12:14] and that’s something


Brad Mugg [00:12:15] you go through with money


Larry Olsen [00:12:17] It seems like so many organizations make that so complicated. Yeah. You know that there’s, so I really appreciate the power process and procedure. But when there’s an individual involved in that. (Brad Mugg: Right, right, right) it’s got to be a more about them. But you’ve got to process and procedure to follow to keep you from falling off the track and being able to allow the customer to have a seamless of an experience as possible. And so, would you when you were fortunate enough to be brought up in a body shop and kind of fall in love with the car element? What do you think it takes? Because the way I define a great customer experience is when the buying experience meets or exceeds the thrill of owning a new car. And, you know, and I set the bar pretty high on that.  (Brad Mugg: Yeah) how do you folks think you pull that off?


Brad Mugg [00:13:21] Well, I just I think it’s from when you walk in the store here and this is what I always try to create, and it takes everyone’s buy into to do it. But you know what is happening because your friends, when they stop by your friends, when they stop by, they see it. But when you walk in the showroom, if you go, wow, something special is going on here. When you create that and now all of a sudden, your customers, you know, they’re feeling it too, right? They come in and they get the same experience. And when they feel it, you just got you got to make sure it’s all there in every area, you know, the meet and greet with the manager early on. You know, all these things. Everyone talks about it. But do you do it? Most people don’t know. You know, most people don’t do everything they know. It takes to do it right. And you know, I think we’ve done a good job of getting everyone bought into it. There’s only one way to do this is this is the right way, and let’s just always do it the right way. And again, right now, you know, times are good with every manufacturer, every car dealer manufacturer, every car dealer out there, right? Things are really, really good with every car dealer. And now is the time where people can kind of sit back and relax and say, OK, we’re doing great, you know, these high five and we’re setting records, and that’s not our focus. Our focus is to continue to improve, to continue to do better and put more massive action right now that most people aren’t. So we’re when this availability imagery shows up because it’s coming, when it shows up, we’re going to be ready when we’re ready to rock this big time. You know, that’s our goal. Now we really feel that’s where we’re going to make a lot of strides is when that time comes.


Larry Olsen [00:15:00] That’s so wonderful to hear you say that because sometimes our success can be our greatest failure.


Brad Mugg [00:15:06] One hundred percent.


Larry Olsen [00:15:10] I think that we’re kind of like the guys that used to work on these bridges. I remember growing up in Tacoma, Washington, we had the Narrows Bridge and they’d be up on the top doing welding there probably 400 feet over the water and they’d be leaning into the wind. And then the wind would die, and it only took a couple of those guys through the rest to recognize. And I don’t think you want to lean into the wind. I think you want to be grateful for the wind, right?


Brad Mugg [00:15:40] Hey, it’s a great example.


Larry Olsen [00:15:43] Yeah, so well. Thank you. Thank you. I, for those that know me, I believe that the success of every great organization. Is not so much about the vision of the company, but the vision within each individual within that company. Because if I come to work for you and I see how I can get what I want by being a part of getting what you guys want. Like you said, you don’t have to sell me on anything. You don’t have to get asked me to come early. You don’t have to ask me to do things that sometimes maybe I would rather not do. But when I see how it plays into not only getting what the company was, but what I need. I mean, Katy, bar the door. You have exponential growth.


Brad Mugg [00:16:32] I agree


Larry Olsen [00:16:33] two times, two is twelve, right? (Brad Mugg: Yeah, yeah. Yeah) so for those that are listening to this and which I hope there are thousands, by the way. What? Why on earth would they want to go into your store? There’s a lot of places to buy automobiles.


Brad Mugg [00:16:56] Well, you know, I really work heavily on core values and, you know, preaching core values, talking about core values and one of the core values that I’ve kind of adopted and learned over the years is fun. You got to have fun. And if you can get your employees coming in and having fun like knowledge, my gosh, I actually get paid to do this. This is crazy, right? If you can create that. And the other thing is knowing what your employees’ goals are, you know, hey, my goal is number one, right? The circle is totally different than my goal. Every single player in the dealership, you know, we have one hundred and seventy employees. Every single person has a different goal. And we have to recognize what their goals are to help them reach their goals. And if we can help accomplish that, everyone’s winning. And, you know, some goals are much, much larger than other goals and some are much more achievable, and some other takes some time. But I think my favorite thing in this business is promoting people and watching them grow and go to places. Sometimes they never realize it ever be. I mean, that’s the thrill of this business, right? And the last one organization I was at, it was great to see salespeople go to finance. The sales manager knows they’re running, they’re running dealerships, large, large dealerships. It’s the thrill of our business. I think that’s the most fun.


Larry Olsen [00:18:16] Yeah. Yeah. Anybody who’s ever assisted someone else get what they want knows that there’s no greater feeling. (Brad Mugg: There’s not) and if people don’t find a great feeling for that, that’s not a good fit for your organization or any organization that cares about making sure that their people are excited. They have fun. (Brad Mugg: Yeah) and that almost sounds counterintuitive to a lot of traditional upbringing, which is, this is work, this is not a place to be playful and have fun. You know, we’re not talking about putting others in jeopardy for crying out loud. (Brad Mugg:  Right) but we are recognizing that when you’re having fun, you don’t have stuff holding you back. How do you, folks? Because there aren’t any perfect organizations, there are always going to be challenges. What approach do you take when someone has had a bad experience? Their sales are down, or they just joined the office and there’s a few people there that aren’t being inclusive, or they are. But the person isn’t recognizing that because they already believe that it’s going to be hard to meet new people. So that’s all they see when they walk into the office. And then they and then they you can see they’re a little down. You know, a lot of people walk by people are down and going, wow, I’m glad I’m not feeling like that, right? In other people, lift him up, right? How do you folks in your leadership deal with those that aren’t having the time of their life right now?


Brad Mugg [00:19:53] Well, I mean, you got to figure out why, right? I mean, what’s the why? And you usually have something related not to the business issues, something personal. Most times it is, you know, when you get to find out what’s going on, what can I do to help? Where do you need our assistance? Is having one on one with these people? You know, if you see a salesperson, for example, in sales on sale side, then sold a car in four or five days, that person need to talk to anybody. What can I do to help you? Can I make it feasible for you? What are you doing right? Where do you think your challenges are? Really recognizing letting you know that you recognize that, hey, they’re not on track right now and your job is helping you on track? So, a lot of one on ones and a lot of caring for the people, you know really care, that statement, hey men, somethings not going on right in the world right now and try to help them through it.


Larry Olsen [00:20:37] Yeah, yeah. Where do you think care comes from for you?


Brad Mugg [00:20:41] Come from the heart.


Larry Olsen [00:20:43] And what do you mean by that?


Brad Mugg [00:20:45] Well, I mean, you know, you’ve got to just if you don’t, you’ve got to care for every employee that you have and no matter what their position is, you know, you’ve got to spend time with them and say hi to him and how’s their day going? And you just got to genuinely care. I mean, there’s no, there’s no other way to explain it other than it comes from the heart.


Larry Olsen [00:21:09] Yeah, beautiful. Yeah, I was thinking about how often, we do things we’re not even aware of. Like walking by somebody to say hello to somebody else.


Brad Mugg [00:21:23] Yeah, yeah, that’s probably not all.


Larry Olsen [00:21:28] And yet we’re not a mean spirited person. We didn’t mean to ignore that individual, but sometimes people are like, you know, you can’t be enjoying yourself all the time. You know, this sounds kind of pie in the sky because I talk a lot about having the time of your life. I mean, I really recognize that the only time you and I have and we all have that same time is right now. It’s this moment, right? And if we’re somewhere else, if while I’m talking to you, you’re thinking about the guy you’re going to talk to at lunch or the meeting you have at 3:00. It’s so easy for you to recognize my lips are still moving, but maybe you miss something that I was sharing, since listening is not only one of the most difficult things for people to do because they’re got to chatter going on in their own mind. (Brad Mugg:  I think it’s one) how do you folks deal with keeping yourself focused when there’s another human being in front of you?


Brad Mugg [00:22:25] Well, I think it’s a challenge. Every conversation and you’ve got to be thinking about it. Every conversation I catch myself doing occasionally, just like I’m talking to someone, my office, I see an email pop in, right. I start looking, I go, stop, stop, stop. Get back on focus, right? Finish this conversation. I’m sure that you care because you’re right. You can. You could blow it. Not even recognize you’re blowing it off someone’s respect. (Larry Olsen:  Exactly) Yeah, I mean, I think it’s an everyday thing. It’s a constant reminder you have to keep remind yourself of it because we’re always so busy, so many things going on. People always lined up outside the door, right when it makes decisions on this than any other. Talk about this every other and you got to slow down to speed up doing.


Larry Olsen [00:23:04] You do, you really do? I mean, you don’t have time to be doing this podcast for crying out loud, you know? But this is what, this is the difference, I can reach out to a lot of people to ask them if they’re interested in coming on this podcast and if they make it difficult for me, they’re not going to be on the podcast, (Brad Mugg:  right) and another thing I found out, it’s the people that want to be exceptional, that are looking for growth and are looking for new ideas. It’s not the broken ones and what I say that it is, unfortunately the ones that are broken are looking. For someone to agree with the fact that they have all these issues in these challenges and that these issues and challenges are real, not that they’re not real, but they have a tendency to be blaming, they have a tendency to be finding fault and they have a tendency to put it on others instead of what I learned years and years ago. I’ve been married three times and the two that didn’t work out, they weren’t quite right for me. You know, the third one with just my current wife, we were just celebrated twenty-four years last September, and I’ve had a lot of different jobs in every job either wasn’t being respected or paid enough. And what did I, who did I bring to the next job and then what took place? And ultimately, I recognized that there was a common denominator there. And it wasn’t a job, and it wasn’t anything else. You know, the Gallup studies show that 85% of people are unhappy with what they do, and they don’t leave for reasons of benefits aren’t big enough. They leave because of their boss. And when you think about this, if everyone would recognize that there are no circumstances that you can overcome, that you are the reason why everything that’s going on in your life. But to be able to hear that and understand that without being torn down, that built up. To be able to realize you don’t get out of the womb without being amazing. 


Brad Mugg [00:25:09] Love that, love that, right?


Larry Olsen [00:25:11] Yeah, and I feel like you’re a kindred spirit here because you get it. And what I mean by get it is you just don’t say the words. And that’s what disappoints a lot of associates and customers. They hear all the right words, but there is no heart behind them. There’s no transparency. There’s no authenticity right on. So, I would imagine you try and do everything you can to surround yourself with like minded people.


Brad Mugg [00:25:42] Yeah, 100%. I mean, sure, it makes it a lot easier than and they do. It does. But you’re right. I mean, it’s good. It’s getting people to understand that you don’t want to role in charge of your own destiny. And you know what? We’re responsible for it, and we look back, No, you can’t change it. But when you look back, if you if you’re not where you wish you were, you know, you got to look in the mirror, man. You got to look in the mirror. And I just believe, you know, the reason I love to get on things like this and do things like this because I do love the work, you know, and pick up from other people and you stop learning, you start dying and you’ve got to keep learning, you know?  We had Dave, Dave Anderson, I’m sure, right now. Dave Anderson, we had him come to a meeting with all the GM’s in our group and last a week ago last Friday. And by golly, you know, we learned so much and got so much out of it. And it was just great to see everybody just right the way taking notes, you know, picking up stuff and taking it and taking action, right? Doing something with it, you know? And yeah, we’re all like our over. Our department heads were going to read his latest book, which looks to be awesome, but just be so, you know, continue to learn, learn, learn, that’s what it’s all about, getting better, no matter how old you are.


Larry Olsen [00:26:53] Absolutely, absolutely. So what, how do you align yourself when your eyes open in the morning? How do you make sure that, you know, that dream hasn’t taken over or the or what some issue that’s been festering and needs to get resolved? And then you’re, you know, you’ve got a family that you’re exposed to. I would imagine in the morning. Right? How do you kind of align yourself because I think all of us have different approaches or none at all when we get out of bed in the morning?


Brad Mugg [00:27:27] Well, a few things. I never hit the snooze button. I think it’s the worst thing you could ever do. OK, so that’s the biggest thing. I never do that. I visit the gym first thing in the morning, every single day. And I think through what’s going to happen in the morning and then I do my thirty-to-forty-five-minute drive to work, and I’ll be thinking about, you know, what the plan is there. And then, you know, write it down, write down your goals, write down your goals, where you’re headed, you know, what’s the big plan? You know, when you hit this goal, make sure you add three more. So that’s kind of that’s kind of how I do it. It’s how I’ve always, always done it. But it works for me, you know? But you know, there’s a lot of things I wish I did better and continue to focus on that. Like, I think goal setting is so important and I don’t do it enough.  You know, I talked to Grant Cardone talks about this all the time. He writes his goals when he gets up out of bed, the first thing he does is write down his goals. At the end of the day, he writes down his goals and those aren’t necessarily the same every single day, right? It changes all the time. And I believe in that. I believe in that, and I want to do that, you know?


Larry Olsen [00:28:30] Yeah, yeah. Yeah. Well, I the time has absolutely just flown by.


Brad Mugg [00:28:37] Yes, it has. (Larry Olsen: And you know) I enjoy it too, by the way.


Larry Olsen [00:28:42] Oh thank you. Thank you. And you know, you’ve got a lot of people out there that are, that are thinking about buying a car or they’re recognizing that, you know, the great deal they used to get on a used car in may not necessarily be there because the, you know, they’re kind of few and far between and new cars sometimes you have to wait for months before you’re going to receive it. At least these are some of the mindsets that are out there. What do you, what do you think that you would like to leave people, our listeners with regarding their perception of walking into a dealership knowing that, you know, I got to stay out of finance or they’re going to take all my money, you know, they’re probably making $10000 over invoice in every car. You know, all of these perceptions that you know aren’t right. There’s, I would say, a very small percentage are taking advantage of people right now. But unfortunately, all good news newspapers have gotten out of business. So, all we hear on the media are that one percent. (Brad Mugg:  Right on) and if you listen to that for an hour, it’s reality. It’s happening everywhere, right? What would you say to those that are thinking about or know someone who is thinking about buying a new or used car about where their heads should be at? Or any advice that you might have?


Brad Mugg [00:30:12] Well, first thing I’m going to say is dealers, be careful, because our guests don’t forget. And I’m a believer that we will never sell a car over sticker price. And right now, I would say 80 percent of the market is over sticker price, which is not good. It’s not fair. It’s not right. And greed will get you. That’s the first thing I want to say. For guests, though, you know the key is picking the right dealership that’s going to be fair to you and do the right thing. And when they see those markups on addendums and all that kind of stuff, I’d say, buyer beware. You know, the great thing, if you are in the market for a car right now, you know they still have nice incentives. Number one, they have great APRS and great risk factors. So that’s good. The other thing is, you know, even if you’re paying sticker, there’s not a lot of market for these cars. And that’s actually the price that should be sold for. But the great thing is this so you’re going to pay fifteen hundred dollars more than you were paying a big deal because guess what? Your trade probably worth two thousand more than it was six to 12 months ago. So, you’re not losing, you’re not losing. You’re getting all the money for your trade. As long as you make sure you get a fair deal in the car you’re buying, which obviously we deliver that and there’s a lot of dealers that do. But you should be careful. You know, you always read people’s reviews and figure out, you know, you read the last 30 reviews of any dealership before you walk and you’ll see what the ones that are being super fair, kind and good, your guest and the ones that are kind of getting greedy and greed will definitely get you.


Larry Olsen [00:31:48] Yep. And Honda does now, but bad residual value either.


Brad Mugg [00:31:53] Number one. No more residual in the market. (Brad Mugg:  Now you say that) yeah. Yeah, they are the highest residual. Highest resale value. So, I mean, it’s great.


Larry Olsen [00:32:00] That’s outstanding.


Brad Mugg [00:32:02] You know, to give an example that we sold a 2019 civic two years ago for right it right at nineteen grand. (Larry Olsen:  OK) and we brought it back in two years later for the exact same price we sold,


Larry Olsen [00:32:14] for heaven’s sakes. Wow. Crazy, right? Yeah, it is absolutely (Brad Mugg:  crazy times) crazy times. Times be good times to be alive.


Brad Mugg [00:32:23] Yeah, it really is the best. Best of all. Right? I mean, it’s the best of the best of the best right now. (Larry Olsen:  Yeah) for everybody.


Larry Olsen [00:32:29] Well, you’ve been, you’ve been truly engaging, inviting, passionate, you know, how to have fun (Brad Mugg: Nica). And I hope our listeners recognize that this is a rare breed, not in the industry, but in life itself. And the more that you listen to and hang around with people who are doing something about their life and recognizing how invaluable it is and how quickly it goes by, (Brad Mugg:  yeah) that to take advantage of the moment we have right now and to share these moments with you has been extremely valuable to me. And I really want to thank you for taking your time, investing it in this, in the audience and in the listeners and your people, more importantly, who then get to give the great automotive experience to that customer.


Brad Mugg [00:33:23] Larry, I am so thankful you called me. I’m telling you; this has been an absolute great, great, great time and I learned a ton from you and I look forward to spending time with you in the future.


Larry Olsen [00:33:32] Absolutely, absolutely. And for all you listeners, remember wherever you happen to be, you are exactly where you need to be right now to make those things happen, they’re important to you in your life. And don’t let anyone tell you differently. So, take care. All the best to all of you. And God bless.


Brad Mugg [00:33:53] Thank you, Larry.


Narrator: Thank you for listening. If you’ve enjoyed this episode, we ask that you please subscribe and share with your friends and associates. Larry’s next guest, Dr. Kathy Abels, was born and raised in Southern California, earning a Ph.D. in Clinical Psychology, and served clients in her private practice for nearly two decades. Dr. Abels was instrumental in developing the Simon Scholars Program into what it is today: an intensive, college-prep support initiative that aims to help disadvantaged high school students overcome adversity and develop into college-educated leaders who are actively engaged in their communities. Join Larry for this engaging and powerful interview.





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