1 00:00:01,440 --> 00:00:03,640 Speaker 1: It's CEOs. You should know. I'm Adam West. We're here 2 00:00:03,640 --> 00:00:07,040 Speaker 1: with Laura from Hepner's Hepner's Autobody, Right, is that. 3 00:00:07,000 --> 00:00:08,960 Speaker 2: How Heppner's autobody and Glass? 4 00:00:09,039 --> 00:00:12,360 Speaker 1: And Glass of course, tell me a little bit about 5 00:00:12,440 --> 00:00:13,920 Speaker 1: the story of Hepner's. 6 00:00:14,440 --> 00:00:16,439 Speaker 2: All right, well, let's see he got. 7 00:00:16,320 --> 00:00:17,360 Speaker 1: All these newspaper clippings. 8 00:00:17,480 --> 00:00:18,799 Speaker 2: I know, I'll go back to the beginning. 9 00:00:18,880 --> 00:00:20,200 Speaker 1: Nobody's ever done that before. 10 00:00:20,600 --> 00:00:25,480 Speaker 2: Well, I brought some historical advertisements and articles about Heppner's 11 00:00:25,520 --> 00:00:29,200 Speaker 2: because we've been around since nineteen fifty six. So next 12 00:00:29,280 --> 00:00:33,600 Speaker 2: year we're going to celebrate seventy years. And it was 13 00:00:33,600 --> 00:00:37,960 Speaker 2: started by Elmer Hepner. So that's where the name comes from. Elmer. 14 00:00:39,159 --> 00:00:42,600 Speaker 2: After World War Two he served in the I believe 15 00:00:42,640 --> 00:00:45,640 Speaker 2: he was in the Army, and he earned a purple 16 00:00:45,680 --> 00:00:48,080 Speaker 2: Heart and a bronze star, and he came back to 17 00:00:48,120 --> 00:00:53,760 Speaker 2: Minnesota to Saint Paul and he started Hepner's. And I'm 18 00:00:53,840 --> 00:00:56,640 Speaker 2: sad to say I don't remember Elmer. I know I 19 00:00:56,680 --> 00:01:00,440 Speaker 2: met him when I was younger, as my family bought 20 00:01:00,920 --> 00:01:06,319 Speaker 2: Heppner's from Elmer in nineteen eighty five. But so yeah, 21 00:01:06,319 --> 00:01:08,880 Speaker 2: he had been in Saint Paul since the fifties and 22 00:01:10,240 --> 00:01:12,120 Speaker 2: he passed away in about two thousand and one. But 23 00:01:12,240 --> 00:01:17,280 Speaker 2: I know my dad, Bill Klatt, who purchased the original 24 00:01:17,319 --> 00:01:22,080 Speaker 2: Heppner's shop in the Midway neighborhood of Saint Paul. He 25 00:01:22,160 --> 00:01:25,840 Speaker 2: obviously had contact with him back when we got involved, 26 00:01:25,920 --> 00:01:29,480 Speaker 2: and so yeah, it's been it's been a long standing 27 00:01:29,560 --> 00:01:32,039 Speaker 2: family owned business in Saint Paul and now in the 28 00:01:32,040 --> 00:01:35,240 Speaker 2: East metro of Saint Paul for nearly seventy years. Now. 29 00:01:35,240 --> 00:01:36,520 Speaker 1: How many locations are you up to now? 30 00:01:36,800 --> 00:01:40,720 Speaker 2: We have six shops. There's two in Saint Paul, two 31 00:01:40,720 --> 00:01:44,800 Speaker 2: in Woodbury, one in inver Grove Heights, and one in Hudson, Wisconsin. 32 00:01:45,040 --> 00:01:47,639 Speaker 1: So what is your actual title? 33 00:01:48,480 --> 00:01:52,680 Speaker 2: Technically, I'm a co vice president along with my husband, 34 00:01:52,800 --> 00:01:58,360 Speaker 2: Jesse Jacobson. He joined the company in twenty fourteen. But yeah, 35 00:01:58,440 --> 00:02:01,240 Speaker 2: so I say it's family owned and my mom, Linda 36 00:02:01,320 --> 00:02:06,120 Speaker 2: Kladd is the owner. I've got my daughter Lizzie who's 37 00:02:06,240 --> 00:02:09,079 Speaker 2: nine years old. She works with me too a little bit, 38 00:02:09,160 --> 00:02:12,520 Speaker 2: especially in the summer. But so my husband, Jesse and 39 00:02:12,560 --> 00:02:15,440 Speaker 2: I kind of run the day to day operations along 40 00:02:15,480 --> 00:02:19,960 Speaker 2: with our leadership team. We've got our general manager, Doug 41 00:02:20,040 --> 00:02:22,320 Speaker 2: who's been with us over thirty years. We have our 42 00:02:22,320 --> 00:02:26,920 Speaker 2: assistant GM, Chad. We've got our director of Marketing, Amy, 43 00:02:27,560 --> 00:02:30,359 Speaker 2: and so yeah, so I'm co vice president. I've been 44 00:02:30,360 --> 00:02:36,560 Speaker 2: doing it twenty one years now. And yeah, so my mom, 45 00:02:36,960 --> 00:02:40,400 Speaker 2: my mom Linda, she's still around in you know, goes 46 00:02:40,440 --> 00:02:44,560 Speaker 2: to a couple of the shops each week. She lives 47 00:02:44,560 --> 00:02:49,440 Speaker 2: out in Hudson and visits that shop. And then yeah, 48 00:02:49,480 --> 00:02:53,600 Speaker 2: so that's I mentioned my dad earlier, My dad Bill, 49 00:02:54,200 --> 00:02:56,400 Speaker 2: like I said, he bought the original Hepner's shop in 50 00:02:56,440 --> 00:02:58,760 Speaker 2: eighty five and kept the name since it's been around 51 00:02:58,800 --> 00:03:03,000 Speaker 2: so long. And he passed away in December twenty eleven. 52 00:03:03,680 --> 00:03:07,440 Speaker 2: So he's been gone a long time now. But I 53 00:03:07,520 --> 00:03:10,320 Speaker 2: was lucky to have been involved in the business before that, 54 00:03:10,440 --> 00:03:15,240 Speaker 2: since two thousand and four. So yeah, that's that's the 55 00:03:15,280 --> 00:03:18,959 Speaker 2: family that runs it to this day is us, the 56 00:03:19,000 --> 00:03:20,640 Speaker 2: Klatt family, the Jacobsen family. 57 00:03:20,720 --> 00:03:23,040 Speaker 1: I feel like in the last decade for sure, like 58 00:03:23,080 --> 00:03:25,320 Speaker 1: it's really kind of you guys have really launched a 59 00:03:25,320 --> 00:03:28,360 Speaker 1: little bit more, you know, more shops or I don't know, 60 00:03:28,360 --> 00:03:30,600 Speaker 1: I've heard of you in more places. How did you 61 00:03:30,639 --> 00:03:31,640 Speaker 1: get that going? 62 00:03:32,480 --> 00:03:35,960 Speaker 2: Yeah, I mean we've really since Amy joined our marketing 63 00:03:36,680 --> 00:03:39,080 Speaker 2: made our marketing team. We didn't have a marketing team. 64 00:03:39,200 --> 00:03:45,640 Speaker 2: Amy became our director of marketing in twenty fifteen. I 65 00:03:45,680 --> 00:03:51,680 Speaker 2: guess the marketing opportunities and things we would try kind 66 00:03:51,680 --> 00:03:55,120 Speaker 2: of took off them. We just got much more involved 67 00:03:55,320 --> 00:04:00,720 Speaker 2: in online social media marketing and getting making sure we're 68 00:04:00,760 --> 00:04:04,200 Speaker 2: on Google and doing the Lately we've been doing the 69 00:04:04,280 --> 00:04:07,560 Speaker 2: Google Service ads and those have been doing well. So 70 00:04:07,720 --> 00:04:11,440 Speaker 2: just paying attention more, you know, where our name is, 71 00:04:11,480 --> 00:04:16,359 Speaker 2: where what is our brand, kind of solidifying that and 72 00:04:16,400 --> 00:04:19,640 Speaker 2: then and then doing the stuff that we've always done, 73 00:04:20,360 --> 00:04:25,520 Speaker 2: but just maybe kind of diversifying what we're spending our 74 00:04:25,520 --> 00:04:27,440 Speaker 2: money on. But we've always kind of stuck to the 75 00:04:27,480 --> 00:04:30,719 Speaker 2: tried and true things of you know, advertising locally in 76 00:04:30,760 --> 00:04:34,279 Speaker 2: the in the cities we serve. Oh, go ahead. 77 00:04:34,480 --> 00:04:35,920 Speaker 1: Do you feel like you had a plan, because I 78 00:04:35,960 --> 00:04:39,160 Speaker 1: think that's one thing that frightens a lot of small businesses. 79 00:04:39,160 --> 00:04:41,280 Speaker 1: And yes, you should have some somewhat of a plan. 80 00:04:41,320 --> 00:04:43,240 Speaker 1: But did you have a real formal plan or you. 81 00:04:43,440 --> 00:04:48,480 Speaker 2: Kind of well, hmm, good question. I mean we didn't 82 00:04:48,520 --> 00:04:50,680 Speaker 2: have like a business plan. I mean, the business has 83 00:04:50,720 --> 00:04:53,479 Speaker 2: been going so many decades that we knew, you know, 84 00:04:53,560 --> 00:04:56,160 Speaker 2: the basics of what we do, how we do it. 85 00:04:56,520 --> 00:04:59,280 Speaker 2: We have great people that you know, fix the cars 86 00:04:59,279 --> 00:05:05,360 Speaker 2: every day, great office staff that are so knowledgeable. But yeah, 87 00:05:05,400 --> 00:05:08,480 Speaker 2: I mean the the marketing stuff is always kind of like, well, 88 00:05:08,520 --> 00:05:10,520 Speaker 2: should we try this and let's just see how it works. 89 00:05:10,520 --> 00:05:13,120 Speaker 2: I mean we did we started doing radio, so it's 90 00:05:13,160 --> 00:05:16,720 Speaker 2: been probably ten years since we've done radio ads or 91 00:05:16,760 --> 00:05:21,520 Speaker 2: that we've been doing. We still do them, but just 92 00:05:21,760 --> 00:05:25,680 Speaker 2: trying things that are new. Maybe it's a risk, but 93 00:05:26,320 --> 00:05:29,280 Speaker 2: you know, risk worth taking because then you know people say, 94 00:05:29,279 --> 00:05:31,400 Speaker 2: well I heard your ad or I saw your ad. 95 00:05:32,000 --> 00:05:32,679 Speaker 1: You know it's working. 96 00:05:32,839 --> 00:05:35,200 Speaker 2: Yeah, I mean we've done billboards in the past, not 97 00:05:35,279 --> 00:05:37,719 Speaker 2: something we do frequently, but you try just kind of 98 00:05:38,920 --> 00:05:41,560 Speaker 2: surprise people with maybe where they see you, see your 99 00:05:41,600 --> 00:05:46,040 Speaker 2: logo and know your website and hopefully think of you 100 00:05:46,120 --> 00:05:48,200 Speaker 2: when they need us. That's the thing. It's a different 101 00:05:48,279 --> 00:05:48,919 Speaker 2: kind of business. 102 00:05:49,040 --> 00:05:51,479 Speaker 1: Well, you kind of always My grandfather was in the 103 00:05:51,480 --> 00:05:54,200 Speaker 1: funeral business. I remember interviewing him as a kid. He's like, well, 104 00:05:55,200 --> 00:05:58,000 Speaker 1: you always need funeral stuff, you know eventually, and you 105 00:05:58,000 --> 00:05:59,960 Speaker 1: always need car stuff just on my way here is like, 106 00:06:00,080 --> 00:06:02,919 Speaker 1: oh no, I'm gonna need you know, yeah, you always 107 00:06:02,960 --> 00:06:03,240 Speaker 1: need it. 108 00:06:03,880 --> 00:06:06,680 Speaker 2: Well, yeah, we've I mean we've we've been there so 109 00:06:06,839 --> 00:06:09,160 Speaker 2: long that people, I hope in especially in the East Metro, 110 00:06:09,279 --> 00:06:12,159 Speaker 2: know our name when they are in need of collision 111 00:06:12,240 --> 00:06:16,440 Speaker 2: repair or glass repair or hail repair. We hope they're 112 00:06:16,480 --> 00:06:18,560 Speaker 2: the ones that we're the ones they think of that 113 00:06:18,600 --> 00:06:22,440 Speaker 2: they think of. But yeah, it's not something you think 114 00:06:22,480 --> 00:06:24,720 Speaker 2: about every day, like, oh, you know, I really want 115 00:06:24,760 --> 00:06:27,040 Speaker 2: to give an accident so I can go to Hackner's Exactly. 116 00:06:27,080 --> 00:06:31,640 Speaker 2: It's so different than you know, uh some you know, 117 00:06:31,680 --> 00:06:35,600 Speaker 2: a luxury thing like it's it's not a place you 118 00:06:35,680 --> 00:06:36,680 Speaker 2: want to visit all the time. 119 00:06:37,160 --> 00:06:40,560 Speaker 1: But yeah, what were your biggest challenges starting out in 120 00:06:40,600 --> 00:06:41,159 Speaker 1: your position? 121 00:06:41,480 --> 00:06:45,919 Speaker 2: Well, so I joined the business in oh four. I 122 00:06:46,000 --> 00:06:49,159 Speaker 2: started at Saint Thomas that year, so I was I'm 123 00:06:49,200 --> 00:06:53,080 Speaker 2: from Saint Paul and then went to Saint Thomas for college, 124 00:06:53,120 --> 00:06:54,920 Speaker 2: so I was close to home so I could work 125 00:06:54,920 --> 00:06:57,680 Speaker 2: for the business. I learned it from one of my aunts. 126 00:06:57,839 --> 00:07:01,680 Speaker 2: My dad's older sister was working at the shops at 127 00:07:01,680 --> 00:07:05,880 Speaker 2: that time, so she taught me the bookkeeping and the payroll. 128 00:07:07,520 --> 00:07:10,200 Speaker 2: And then once she was done and retired from that, 129 00:07:10,320 --> 00:07:13,240 Speaker 2: I took over all the shops and then I had 130 00:07:13,560 --> 00:07:17,800 Speaker 2: my dad's younger sister, my other aunt from that side 131 00:07:17,800 --> 00:07:20,600 Speaker 2: of the family, joined and she came back. Actually we've 132 00:07:20,600 --> 00:07:23,480 Speaker 2: had various family members over the years, but she came 133 00:07:23,520 --> 00:07:26,800 Speaker 2: back and worked with me and helped me out doing 134 00:07:26,800 --> 00:07:31,120 Speaker 2: bookkeeping and accounting for ten years. So I've I've been 135 00:07:31,200 --> 00:07:34,920 Speaker 2: so lucky to have family members and just great you 136 00:07:34,960 --> 00:07:38,400 Speaker 2: know people, great mentors and people to help me out 137 00:07:38,640 --> 00:07:41,040 Speaker 2: over the years. But yeah, I just jumped in and 138 00:07:41,720 --> 00:07:43,640 Speaker 2: Dad kind of said, this is what you're gonna do now, 139 00:07:43,800 --> 00:07:47,280 Speaker 2: and so I did. Okay, it was exciting because I 140 00:07:47,280 --> 00:07:50,480 Speaker 2: always I sometimes went to the shops growing up, not 141 00:07:50,560 --> 00:07:53,679 Speaker 2: as much as my daughter comes with me these days, 142 00:07:53,720 --> 00:07:57,240 Speaker 2: but so I was familiar with them, but I was 143 00:07:57,280 --> 00:07:58,600 Speaker 2: excited to get more involved. 144 00:07:58,640 --> 00:08:00,560 Speaker 1: That's always fun for the kids, right seeing what dad 145 00:08:00,600 --> 00:08:02,360 Speaker 1: does and seeing something different. 146 00:08:02,080 --> 00:08:04,360 Speaker 2: And yep, I think so. I mean, it was always 147 00:08:04,440 --> 00:08:07,840 Speaker 2: it was always exciting to go into the shops, and 148 00:08:09,240 --> 00:08:10,960 Speaker 2: my mom had helped out a little bit when I 149 00:08:10,960 --> 00:08:13,160 Speaker 2: was younger and did some of the bookkeeping, but not 150 00:08:13,240 --> 00:08:15,200 Speaker 2: at all the locations. So it was it was fun 151 00:08:15,200 --> 00:08:18,000 Speaker 2: to get to know all the shops and everybody in them. 152 00:08:18,280 --> 00:08:21,480 Speaker 2: And then yeah, the years just fly by, and now 153 00:08:21,480 --> 00:08:22,520 Speaker 2: it's been over twenty years. 154 00:08:22,560 --> 00:08:24,880 Speaker 1: Yeah, so how is how have things changed in those 155 00:08:24,920 --> 00:08:25,640 Speaker 1: twenty years. 156 00:08:25,880 --> 00:08:29,640 Speaker 2: Well, I mean for my job specifically, how they've changed 157 00:08:29,680 --> 00:08:33,280 Speaker 2: were the accounting You know, we never had an accounting 158 00:08:33,480 --> 00:08:38,360 Speaker 2: software system. It was all just on paper and my dad, 159 00:08:39,000 --> 00:08:41,920 Speaker 2: my dad didn't really use computers, so it was all 160 00:08:42,120 --> 00:08:46,840 Speaker 2: pretty old school. So we you know, implemented accounting software 161 00:08:47,000 --> 00:08:50,640 Speaker 2: years ago, and that's been so helpful to organize things 162 00:08:51,000 --> 00:08:55,160 Speaker 2: the bill paying and doing all the payroll online and 163 00:08:55,320 --> 00:08:57,800 Speaker 2: all the HR and benefit stuff online. That makes my 164 00:08:57,920 --> 00:09:03,160 Speaker 2: job much easier, more organized. Yeah, I mean, but as 165 00:09:03,160 --> 00:09:06,480 Speaker 2: far as the industry, I could, that's changed. 166 00:09:06,520 --> 00:09:08,079 Speaker 1: Yeah. 167 00:09:08,160 --> 00:09:12,200 Speaker 2: I mean my dad wouldn't even It would be like 168 00:09:12,360 --> 00:09:15,360 Speaker 2: kind of foreign coming in and seeing the cars were fixing, 169 00:09:15,480 --> 00:09:18,840 Speaker 2: the types of repairs, what's needed to repair these vehicles. 170 00:09:18,840 --> 00:09:21,480 Speaker 2: He would just be like what so I mean and 171 00:09:21,600 --> 00:09:25,439 Speaker 2: elmer O, my gosh, it's just totally different. But I 172 00:09:25,480 --> 00:09:27,760 Speaker 2: mean it's still the same basics. If you're getting a crash, 173 00:09:27,800 --> 00:09:29,840 Speaker 2: you have to take it to a body shop. It's 174 00:09:30,000 --> 00:09:34,160 Speaker 2: just much more involved now technologically speaking, with. 175 00:09:34,160 --> 00:09:37,080 Speaker 1: These new vehicles, there's more components, right, all these safety systems. 176 00:09:37,160 --> 00:09:40,199 Speaker 2: Yes, I'm sure you've heard of it, the ADOS systems, 177 00:09:40,240 --> 00:09:46,200 Speaker 2: So the advanced driver is Advanced Driver Assistance Systems ADAS. 178 00:09:46,960 --> 00:09:51,880 Speaker 2: So when you get into wreck and those systems get damaged, 179 00:09:51,960 --> 00:09:55,280 Speaker 2: we've got to repair them correctly according to how the 180 00:09:55,320 --> 00:09:59,319 Speaker 2: manufacturer wants them to be repaired. Because if you are 181 00:09:59,360 --> 00:10:03,760 Speaker 2: out driving and your lane keep system isn't calibrated correctly, 182 00:10:04,440 --> 00:10:07,040 Speaker 2: it could throw you off. You could, who knows, you 183 00:10:07,080 --> 00:10:12,280 Speaker 2: could if you're if you're the cruise control, the adaptive 184 00:10:12,320 --> 00:10:15,120 Speaker 2: cruise control isn't working correctly, that could throw you off. 185 00:10:15,160 --> 00:10:18,040 Speaker 2: If the brakes start engaging without you're not you know, 186 00:10:18,080 --> 00:10:20,640 Speaker 2: you're not ready for that to happen. Just because something 187 00:10:20,760 --> 00:10:23,959 Speaker 2: is just measured just a little bit incorrectly, it can 188 00:10:24,000 --> 00:10:26,640 Speaker 2: be you know, it could cause issues in the future 189 00:10:26,640 --> 00:10:30,360 Speaker 2: when you're driving the car. So, I mean, we've got 190 00:10:30,720 --> 00:10:33,960 Speaker 2: so many vehicles now that they need these calibrations done correctly. 191 00:10:34,480 --> 00:10:37,360 Speaker 2: It's a part of the repair now that never it 192 00:10:37,520 --> 00:10:38,600 Speaker 2: just wasn't a thing before. 193 00:10:38,679 --> 00:10:41,720 Speaker 1: And it's all individual cars, right, You're not just yanking 194 00:10:41,760 --> 00:10:43,600 Speaker 1: a frame maybe like you did years ago. 195 00:10:43,720 --> 00:10:46,840 Speaker 2: It's just yes, such much more involved than just you know, 196 00:10:46,880 --> 00:10:48,800 Speaker 2: putting a new bumper on. You've got to calibrate to 197 00:10:48,800 --> 00:10:52,320 Speaker 2: make sure those cameras on that bumper, those sensors are 198 00:10:52,880 --> 00:10:56,880 Speaker 2: how they were before the accident. So yeah, I mean 199 00:10:56,920 --> 00:11:01,800 Speaker 2: it's it's more complicated, It involves more hands touching the car, 200 00:11:02,440 --> 00:11:03,280 Speaker 2: more time, and. 201 00:11:03,200 --> 00:11:05,200 Speaker 1: Your text probably to go to school basically. 202 00:11:05,800 --> 00:11:11,400 Speaker 2: I mean they're always getting continually trained they do. Yeah, 203 00:11:11,440 --> 00:11:15,240 Speaker 2: the continuing education for a technician, for an estimator, for 204 00:11:15,320 --> 00:11:19,160 Speaker 2: the managers, for painters. It's just every year they have 205 00:11:19,240 --> 00:11:21,320 Speaker 2: to do so many credits, and we make sure they 206 00:11:21,360 --> 00:11:25,079 Speaker 2: do it because especially now it's so important with all 207 00:11:25,080 --> 00:11:27,320 Speaker 2: this new technology, make sure they're doing it properly. 208 00:11:27,440 --> 00:11:29,280 Speaker 1: Yeah, it's speaking to painting. You guys probably have different 209 00:11:29,320 --> 00:11:31,680 Speaker 1: environmental stuff that you have to keep up with all 210 00:11:31,679 --> 00:11:32,000 Speaker 1: the time. 211 00:11:32,120 --> 00:11:36,559 Speaker 2: Yep. So yeah, I mean at our six shops that 212 00:11:36,800 --> 00:11:40,480 Speaker 2: you know, they each have paint booth, a couple of 213 00:11:40,480 --> 00:11:42,760 Speaker 2: paint booths at some of them are the busier locations 214 00:11:42,880 --> 00:11:47,000 Speaker 2: prep stations where they can do the prep work for 215 00:11:47,080 --> 00:11:49,920 Speaker 2: the paint jobs. But yeah, I mean we years ago 216 00:11:50,520 --> 00:11:54,800 Speaker 2: we've converted all the shops to using water based paint 217 00:11:54,920 --> 00:11:59,840 Speaker 2: from PPG. So the waterborne paint is I mean you 218 00:11:59,840 --> 00:12:02,080 Speaker 2: can just walk into a shop and know that it's 219 00:12:02,080 --> 00:12:04,280 Speaker 2: not the old solvent paint because there's not that smell 220 00:12:04,400 --> 00:12:06,560 Speaker 2: as much as there used to be, so it's more 221 00:12:06,640 --> 00:12:10,599 Speaker 2: environmentally friendly, better for the employees, for the painters and 222 00:12:11,520 --> 00:12:16,160 Speaker 2: the staff and the shop to use those materials the paint. 223 00:12:16,240 --> 00:12:18,960 Speaker 2: But yeah, I mean there's obviously you know, you've got 224 00:12:18,960 --> 00:12:23,600 Speaker 2: to make sure you're disposing of any hazardous waste correctly 225 00:12:23,720 --> 00:12:28,520 Speaker 2: and make sure the shops are or the employees are 226 00:12:28,600 --> 00:12:34,160 Speaker 2: using proper safety equipment when they're painting or sanding and 227 00:12:34,200 --> 00:12:36,319 Speaker 2: all that. So yeah, there's a lot of safety stuff 228 00:12:36,320 --> 00:12:40,280 Speaker 2: that goes into it and making sure you're following all 229 00:12:40,280 --> 00:12:44,560 Speaker 2: that necessary stuff osha stuff. 230 00:12:45,200 --> 00:12:48,920 Speaker 1: Are there milestones that you're proud of? We're most proud of. 231 00:12:49,320 --> 00:12:52,240 Speaker 2: Yeah. So, like I said, so we've been in business 232 00:12:52,280 --> 00:12:54,800 Speaker 2: in Saint Paul since nineteen fifty six, so that means 233 00:12:54,800 --> 00:12:57,560 Speaker 2: next year we're going to celebrate seventy years. So that's 234 00:12:57,559 --> 00:13:06,280 Speaker 2: a huge milestone. I mean, being remaining family owned and 235 00:13:06,320 --> 00:13:09,600 Speaker 2: operated locally is really important to us. So hitting seventy 236 00:13:09,679 --> 00:13:12,960 Speaker 2: years means a lot to me and my family and 237 00:13:13,000 --> 00:13:18,480 Speaker 2: our employees that we're still still operating same way we've 238 00:13:18,520 --> 00:13:23,120 Speaker 2: done for decades and we remain we're the only the 239 00:13:23,240 --> 00:13:27,920 Speaker 2: largest multi shop organization in the state that's still locally owned, 240 00:13:28,000 --> 00:13:28,760 Speaker 2: family operated. 241 00:13:29,160 --> 00:13:29,480 Speaker 1: Wow. 242 00:13:29,480 --> 00:13:32,000 Speaker 2: And that that's a I mean, that's a milestone. That's 243 00:13:32,000 --> 00:13:37,480 Speaker 2: a big deal. Over the years, especially in the last 244 00:13:37,520 --> 00:13:39,520 Speaker 2: five years or so, a lot of shops that were 245 00:13:39,559 --> 00:13:44,520 Speaker 2: locally owned have sold to the big the big conglomerates 246 00:13:44,520 --> 00:13:46,720 Speaker 2: that come in and want to buy up shops, and 247 00:13:46,760 --> 00:13:53,120 Speaker 2: we just haven't. We're not for sale, even though there's offers, 248 00:13:53,200 --> 00:13:55,920 Speaker 2: you know, people inquiring all the time. But it means 249 00:13:55,960 --> 00:13:58,640 Speaker 2: a lot to us to stay involved in the business. 250 00:13:59,240 --> 00:14:01,280 Speaker 2: I mean, I go to all the shops every week 251 00:14:01,600 --> 00:14:05,719 Speaker 2: and and it is it is genuinely family run, and 252 00:14:06,240 --> 00:14:08,800 Speaker 2: I like, I'm it makes a big difference in the 253 00:14:08,880 --> 00:14:12,280 Speaker 2: quality the service that our customers receive. 254 00:14:12,559 --> 00:14:14,720 Speaker 1: So what would be an example of. 255 00:14:14,640 --> 00:14:22,960 Speaker 2: That, Well, I'm let's see. I think just the the 256 00:14:23,080 --> 00:14:33,960 Speaker 2: general attitude and the general attitude and just a friendliness, 257 00:14:34,120 --> 00:14:39,040 Speaker 2: the the quality of the interaction you get with our 258 00:14:39,240 --> 00:14:44,920 Speaker 2: staff in the office is It's just it's different than 259 00:14:44,960 --> 00:14:49,120 Speaker 2: if you go into a corporate run shop. They know 260 00:14:49,200 --> 00:14:53,200 Speaker 2: what matters to us, to the ownership, to the leadership 261 00:14:53,240 --> 00:14:56,720 Speaker 2: of the company, and and they can pass that along 262 00:14:56,880 --> 00:15:00,000 Speaker 2: to in their interactions with the customers. Yeah, it really 263 00:15:00,120 --> 00:15:01,160 Speaker 2: makes a difference. 264 00:15:00,880 --> 00:15:02,960 Speaker 1: And nobody really wants to be there, unless maybe if 265 00:15:03,040 --> 00:15:05,800 Speaker 1: you have a collector car that's rotting out or something, 266 00:15:05,880 --> 00:15:08,560 Speaker 1: and then that's good. But usually it's bad news. 267 00:15:08,680 --> 00:15:11,080 Speaker 2: Yeah, I mean, they don't they don't want to walk 268 00:15:11,120 --> 00:15:14,760 Speaker 2: into Heppner's shop necessarily. It means they got into a crash, 269 00:15:14,840 --> 00:15:19,360 Speaker 2: they hit a deer, there was a hailstorm, their window 270 00:15:19,400 --> 00:15:22,040 Speaker 2: got busted out, which has been happening a lot lately. 271 00:15:22,680 --> 00:15:23,120 Speaker 1: Oh no. 272 00:15:23,400 --> 00:15:27,480 Speaker 2: But so we've got to have a smile on our face. 273 00:15:27,520 --> 00:15:30,240 Speaker 2: We've got to be knowledgeable, we've got to be efficient. 274 00:15:31,000 --> 00:15:36,360 Speaker 2: All that makes a difference. And I mean we a 275 00:15:36,480 --> 00:15:39,240 Speaker 2: lot of our work is insurance work. So it's it's, 276 00:15:39,360 --> 00:15:45,160 Speaker 2: you know, constantly dealing with insurance adjusters and insurance expectations. 277 00:15:45,640 --> 00:15:48,640 Speaker 2: But we don't work for insurance companies, you know, they 278 00:15:48,640 --> 00:15:52,040 Speaker 2: don't work for Our employees are Heppner's employees, and they 279 00:15:52,080 --> 00:15:54,080 Speaker 2: know how the car needs to be repaired and what 280 00:15:54,160 --> 00:15:59,720 Speaker 2: it takes, the hours it takes, the you know, the 281 00:15:59,760 --> 00:16:03,800 Speaker 2: options it takes to repair car correctly, and we're going 282 00:16:03,880 --> 00:16:06,160 Speaker 2: to charge what we want to charge for that. And 283 00:16:06,640 --> 00:16:09,080 Speaker 2: a lot of it is the back and forth between 284 00:16:09,680 --> 00:16:14,000 Speaker 2: our shop staff and insurance adjusters. So if we can 285 00:16:14,040 --> 00:16:17,600 Speaker 2: make that process easy for the customer where they're not 286 00:16:17,680 --> 00:16:19,080 Speaker 2: dealing with insurance. 287 00:16:18,720 --> 00:16:19,880 Speaker 1: They don't even have to see it. Right. 288 00:16:19,960 --> 00:16:24,640 Speaker 2: Well, usually we're on a lot of you know, insurance 289 00:16:24,640 --> 00:16:28,240 Speaker 2: companies direct repair programs, so we handle it all. So 290 00:16:28,280 --> 00:16:30,360 Speaker 2: you come, get us your claim number and we just 291 00:16:30,400 --> 00:16:31,320 Speaker 2: take care of it for you. 292 00:16:31,600 --> 00:16:32,200 Speaker 1: That's awesome. 293 00:16:32,360 --> 00:16:34,400 Speaker 2: So yeah, making it as easy as possible for the 294 00:16:34,440 --> 00:16:38,400 Speaker 2: customer and making it a good interaction. We've had so 295 00:16:38,480 --> 00:16:40,840 Speaker 2: many good reviews the last couple of years because I 296 00:16:41,600 --> 00:16:44,280 Speaker 2: and that it means a lot when people go on 297 00:16:44,360 --> 00:16:47,680 Speaker 2: Google or Facebook or whatever and really are honest and 298 00:16:48,960 --> 00:16:51,280 Speaker 2: genuine in the reviews they give us, because it does 299 00:16:51,320 --> 00:16:56,040 Speaker 2: make a difference to the potential customer, and it just 300 00:16:56,080 --> 00:17:01,000 Speaker 2: makes the staff feel so valued and like all this stuff, 301 00:17:01,040 --> 00:17:02,480 Speaker 2: you know, all the hard work we do every day 302 00:17:02,520 --> 00:17:04,720 Speaker 2: is really worth it because it does make a difference 303 00:17:05,000 --> 00:17:06,480 Speaker 2: when compared to our competitors. 304 00:17:06,720 --> 00:17:10,240 Speaker 1: I think have there been any learning moments along the way. 305 00:17:10,359 --> 00:17:16,480 Speaker 2: Well, yeah, but when my dad passed away in twenty eleven, 306 00:17:17,200 --> 00:17:21,040 Speaker 2: that was a big that was a big change. He 307 00:17:21,119 --> 00:17:24,679 Speaker 2: had been the leader, you know, the owner for a 308 00:17:24,680 --> 00:17:28,120 Speaker 2: long time. And so it was kind of like, all right, well, 309 00:17:28,119 --> 00:17:32,040 Speaker 2: how do I step into his shoes and keep it going? 310 00:17:32,080 --> 00:17:34,280 Speaker 2: Because it was successful, it was he had so he 311 00:17:34,320 --> 00:17:37,199 Speaker 2: bought the original shop in eighty five, but then he 312 00:17:37,280 --> 00:17:41,000 Speaker 2: opened five other shops in the years that followed and 313 00:17:41,040 --> 00:17:43,640 Speaker 2: they were you know, they were doing well, they had 314 00:17:43,680 --> 00:17:46,080 Speaker 2: great staff. So it was like, Okay, we don't need 315 00:17:46,119 --> 00:17:50,000 Speaker 2: to go in and change everything. I don't. I want 316 00:17:50,040 --> 00:17:53,560 Speaker 2: to keep these shops that we have, make the make 317 00:17:53,600 --> 00:17:57,080 Speaker 2: sure they're profitable and successful. And so it was kind 318 00:17:57,080 --> 00:17:59,960 Speaker 2: of like, all right, let's get the you know, base 319 00:18:00,119 --> 00:18:02,879 Speaker 2: line of where are we at. Know the numbers. I 320 00:18:02,880 --> 00:18:05,240 Speaker 2: remember people saying that to me, just know your numbers. 321 00:18:05,359 --> 00:18:07,479 Speaker 2: Make sure you're you know, are you making money, are 322 00:18:07,480 --> 00:18:10,560 Speaker 2: you losing money? And if you're losing at a certain shop, 323 00:18:10,720 --> 00:18:12,320 Speaker 2: what are you doing that could be you know, what 324 00:18:12,359 --> 00:18:16,800 Speaker 2: could be changed. So yeah, the I mean the just 325 00:18:16,840 --> 00:18:20,639 Speaker 2: the turning point of of that, and then the years 326 00:18:20,640 --> 00:18:24,720 Speaker 2: that have followed, it's it's like, you know, how do 327 00:18:24,800 --> 00:18:29,280 Speaker 2: we how do we grow? But do it mindfully, don't 328 00:18:29,680 --> 00:18:33,240 Speaker 2: go overboard, don't jump at every chance there is to 329 00:18:33,240 --> 00:18:35,879 Speaker 2: buy a new shop, because that's you know, it's a 330 00:18:35,880 --> 00:18:39,480 Speaker 2: lot of money and the risk of growing too quickly. 331 00:18:39,640 --> 00:18:43,640 Speaker 2: I don't I don't want to do that. So yeah, 332 00:18:43,800 --> 00:18:49,359 Speaker 2: just be mindful about what you're doing. And then have 333 00:18:49,480 --> 00:18:51,959 Speaker 2: you know, having my husband joined in twenty fourteen, that 334 00:18:52,080 --> 00:18:55,080 Speaker 2: was that was really great because he was he could 335 00:18:55,280 --> 00:18:59,199 Speaker 2: focus more on the operation side of things. Work with 336 00:18:59,240 --> 00:19:03,200 Speaker 2: our general manager. You're an assistant GM to make sure 337 00:19:03,240 --> 00:19:06,720 Speaker 2: the processes at each shop were, you know, going along 338 00:19:06,720 --> 00:19:09,760 Speaker 2: how they're supposed to, so that the the there is 339 00:19:09,800 --> 00:19:15,520 Speaker 2: the profit for the profitability there because yeah, I mean 340 00:19:15,600 --> 00:19:19,400 Speaker 2: there's just there's You got to make sure the manager 341 00:19:19,400 --> 00:19:22,960 Speaker 2: at each shop's got knows the numbers and knows what's 342 00:19:23,000 --> 00:19:26,359 Speaker 2: expected of them each month and then passes that along 343 00:19:26,440 --> 00:19:29,879 Speaker 2: to to is or her staff. And so yeah, I 344 00:19:29,880 --> 00:19:33,080 Speaker 2: think getting a hold of the numbers and then and 345 00:19:33,200 --> 00:19:36,920 Speaker 2: really making sure we're just we're organized at the shop 346 00:19:37,040 --> 00:19:39,480 Speaker 2: level and the you know, accounting level has really been 347 00:19:40,200 --> 00:19:42,240 Speaker 2: a big deal all these last you know, the last 348 00:19:42,400 --> 00:19:43,440 Speaker 2: ten or fifteen. 349 00:19:43,119 --> 00:19:45,920 Speaker 1: Years having a spouse involved, is what did that do 350 00:19:46,040 --> 00:19:48,600 Speaker 1: to the dynamic? You're talking about work all the time 351 00:19:48,680 --> 00:19:49,640 Speaker 1: we go home or. 352 00:19:49,760 --> 00:19:52,440 Speaker 2: Well, yeah, it's hard. We try not to talk about 353 00:19:52,440 --> 00:19:55,679 Speaker 2: it in the evenings because you don't want to go 354 00:19:55,680 --> 00:19:58,000 Speaker 2: to bed thinking about the stressful stuff, you know, the 355 00:19:58,080 --> 00:20:00,760 Speaker 2: stuff that, oh we gotta what do we have to 356 00:20:00,800 --> 00:20:02,720 Speaker 2: do tomorrow? Or you know, what are we going to 357 00:20:02,760 --> 00:20:07,000 Speaker 2: do about this? So in the evenings it's lately especially, 358 00:20:07,080 --> 00:20:09,120 Speaker 2: just try not to talk about it that much. It's 359 00:20:09,200 --> 00:20:13,320 Speaker 2: just save that for the workday. We don't really see 360 00:20:13,359 --> 00:20:16,840 Speaker 2: each other that often during the workday because having six locations, 361 00:20:17,880 --> 00:20:21,119 Speaker 2: we're always out and about. But you know, we have 362 00:20:21,160 --> 00:20:24,280 Speaker 2: a weekly meeting where the leadership team where we always 363 00:20:24,320 --> 00:20:27,399 Speaker 2: get together and just get the updates from everybody, so 364 00:20:27,520 --> 00:20:32,359 Speaker 2: that that is nice. But yeah, I mean it's I 365 00:20:32,400 --> 00:20:35,040 Speaker 2: know some people they say I could never work with 366 00:20:35,160 --> 00:20:37,760 Speaker 2: my husband or work with my wife, but maybe if 367 00:20:37,760 --> 00:20:41,000 Speaker 2: you're sitting, you know, shoulder to shoulder and a desk 368 00:20:41,040 --> 00:20:43,719 Speaker 2: called that would be hard. I wouldn't. I don't know 369 00:20:43,760 --> 00:20:46,439 Speaker 2: if I would if that would be the same. But 370 00:20:47,160 --> 00:20:48,919 Speaker 2: the fact that we're on the go and there's just 371 00:20:48,960 --> 00:20:52,080 Speaker 2: so much the schedule is so varied every week. It's 372 00:20:52,080 --> 00:20:54,160 Speaker 2: not the same thing every week. You know, we get 373 00:20:54,160 --> 00:20:57,320 Speaker 2: to do fun things and nice. So yeah, it works 374 00:20:57,359 --> 00:20:58,000 Speaker 2: out very well. 375 00:20:58,080 --> 00:20:59,359 Speaker 1: What's your leadership style like? 376 00:20:59,440 --> 00:21:03,679 Speaker 2: Would you say, hmm, I was thinking about this, Uh, 377 00:21:04,520 --> 00:21:07,320 Speaker 2: I mean, I I think I'm I think people would 378 00:21:07,359 --> 00:21:12,520 Speaker 2: say I'm pretty kind and lenient and forgiving, maybe sometimes 379 00:21:12,560 --> 00:21:14,760 Speaker 2: too much, but I I always think about how my 380 00:21:14,840 --> 00:21:18,880 Speaker 2: dad was. It was kind of he always gave second chances, 381 00:21:18,920 --> 00:21:26,000 Speaker 2: sometimes third chances. So but I think people know what 382 00:21:26,000 --> 00:21:29,159 Speaker 2: what I expect of them, and then I think that 383 00:21:29,480 --> 00:21:33,240 Speaker 2: we do a good job of our leadership putting those expectations, 384 00:21:33,280 --> 00:21:37,800 Speaker 2: you know, to the managers and then and then to 385 00:21:37,880 --> 00:21:42,000 Speaker 2: the staff, so it trickles down, I think from from 386 00:21:42,000 --> 00:21:45,000 Speaker 2: my husband and me. But yeah, I mean I think 387 00:21:46,160 --> 00:21:50,119 Speaker 2: I try to stay focused and organized and then and 388 00:21:50,160 --> 00:21:54,320 Speaker 2: then that can keep me, you know, getting my work 389 00:21:54,359 --> 00:21:57,359 Speaker 2: done at each shop each week. But I still like 390 00:21:57,440 --> 00:22:02,000 Speaker 2: to have fun and talk to everybody and just get 391 00:22:02,040 --> 00:22:05,560 Speaker 2: involved in people's day to day lives and check in about, 392 00:22:05,840 --> 00:22:07,960 Speaker 2: you know, how their families are doing, how their pets 393 00:22:07,960 --> 00:22:11,440 Speaker 2: are doing. We love dogs. We love dogs at Heppner's 394 00:22:11,480 --> 00:22:14,159 Speaker 2: there's shop dogs, And I mean I just try to 395 00:22:14,200 --> 00:22:19,760 Speaker 2: keep it, you know, just friendly and relaxed and know that, 396 00:22:19,920 --> 00:22:23,960 Speaker 2: I mean, the service we're providing is really important. We 397 00:22:24,040 --> 00:22:26,760 Speaker 2: love we have so many happy customers, so people, I mean, 398 00:22:26,800 --> 00:22:32,280 Speaker 2: it's just genuinely a fun industry even with all the changes, 399 00:22:33,440 --> 00:22:35,240 Speaker 2: we have a good time. That's great. 400 00:22:35,359 --> 00:22:36,520 Speaker 1: So I've been trying to think of a way to 401 00:22:36,560 --> 00:22:39,840 Speaker 1: ask this because my perception anyway, as the industry has 402 00:22:40,680 --> 00:22:44,960 Speaker 1: been dominated by men throughout the years, how has that 403 00:22:45,080 --> 00:22:47,920 Speaker 1: played out? Have you seen any unique challenges in. 404 00:22:47,880 --> 00:22:51,640 Speaker 2: Your well back in the day going around the shops, 405 00:22:52,920 --> 00:22:57,760 Speaker 2: it was different in the what was what kind of 406 00:22:57,800 --> 00:23:02,639 Speaker 2: calendars might be. We're posted out toolboxes and in the 407 00:23:02,680 --> 00:23:06,720 Speaker 2: paint shop mixing rooms, So that's changed maybe what's on 408 00:23:06,800 --> 00:23:10,840 Speaker 2: display on the walls a little bit because they knew 409 00:23:10,880 --> 00:23:14,000 Speaker 2: that if my mom and I were around, that probably 410 00:23:14,040 --> 00:23:17,600 Speaker 2: isn't so appropriate. Especially now that my daughter's around too. 411 00:23:18,200 --> 00:23:22,119 Speaker 2: That mentality has changed, not just at Heppener's, but I 412 00:23:22,119 --> 00:23:24,960 Speaker 2: think in the industry as a whole. But yeah, I 413 00:23:25,000 --> 00:23:29,360 Speaker 2: mean it's been obviously that you know, car guys, they 414 00:23:29,480 --> 00:23:34,240 Speaker 2: love the technicians and painters we have they love so 415 00:23:34,320 --> 00:23:38,720 Speaker 2: many of them are into cars outside of work. They 416 00:23:38,720 --> 00:23:42,159 Speaker 2: grew up learning from their dads or their grandpa's in 417 00:23:42,359 --> 00:23:46,359 Speaker 2: the garage, and so yeah, I mean it's been male dominated, 418 00:23:47,080 --> 00:23:51,000 Speaker 2: and that's I mean, it's the guys I've met at 419 00:23:51,520 --> 00:23:55,440 Speaker 2: over the years that have been with us so long 420 00:23:56,240 --> 00:23:58,040 Speaker 2: or even you know, something come and go and they 421 00:23:58,040 --> 00:24:00,720 Speaker 2: go to the competitors and then a lot of them 422 00:24:00,760 --> 00:24:05,760 Speaker 2: come back, which is great. But they're wonderful. They're they're 423 00:24:05,800 --> 00:24:11,160 Speaker 2: so dedicated, they're so talented. They're really nice guys. They're 424 00:24:11,200 --> 00:24:16,440 Speaker 2: funny and and they have fun. But yeah, I mean 425 00:24:17,040 --> 00:24:19,520 Speaker 2: it's changed. I'm sure they were a little wary of 426 00:24:19,760 --> 00:24:25,239 Speaker 2: a twenty hold, twenty six year old or whatever I 427 00:24:25,359 --> 00:24:33,200 Speaker 2: was taking over. And yeah, they have to they watch 428 00:24:33,280 --> 00:24:38,880 Speaker 2: their mouths around me still sometimes, but uh. 429 00:24:37,480 --> 00:24:38,239 Speaker 1: You've heard a lot of them. 430 00:24:38,520 --> 00:24:43,120 Speaker 2: Yeah, it's fun, it's but yeah, I mean it. We've 431 00:24:43,160 --> 00:24:47,199 Speaker 2: had such wonderful female employees over the years too that 432 00:24:47,720 --> 00:24:51,320 Speaker 2: it's it's so it's great to see young women getting 433 00:24:51,359 --> 00:24:56,280 Speaker 2: into the trade, go to technical school and have an 434 00:24:56,280 --> 00:25:00,119 Speaker 2: interest in cars. I mean, it's there aren't that many, 435 00:25:00,160 --> 00:25:02,480 Speaker 2: but we've had a few great ones over the years 436 00:25:02,480 --> 00:25:05,200 Speaker 2: that want to get in the industry. And yeah, we're 437 00:25:05,280 --> 00:25:09,920 Speaker 2: lucky to have several women that they they love cars too. 438 00:25:10,040 --> 00:25:12,480 Speaker 2: They their husbands love cars or they you know, they 439 00:25:12,560 --> 00:25:17,000 Speaker 2: grew up too just like the guys. And yeah, i 440 00:25:17,040 --> 00:25:21,639 Speaker 2: mean they're you know, women have kind of a different 441 00:25:21,680 --> 00:25:24,159 Speaker 2: way of they run, you know, an office well, or 442 00:25:24,160 --> 00:25:29,840 Speaker 2: they just the organization and the the attention to detail 443 00:25:29,960 --> 00:25:32,360 Speaker 2: sometimes really is a good thing, especially in the office, 444 00:25:32,480 --> 00:25:35,720 Speaker 2: you know, with estimators and things like that. So I 445 00:25:35,760 --> 00:25:38,080 Speaker 2: think they see I think all these men hopefully see 446 00:25:38,080 --> 00:25:40,960 Speaker 2: the value and the women that have been involved in 447 00:25:41,000 --> 00:25:42,840 Speaker 2: Hepner's now for so many years. 448 00:25:42,920 --> 00:25:45,399 Speaker 1: We're talking to Laura Jacobs and co Jacobs and co 449 00:25:45,520 --> 00:25:49,000 Speaker 1: vice president of Heppner's out of Body and Glass, and 450 00:25:50,000 --> 00:25:52,040 Speaker 1: you guys areut in the community. I've seen you doing 451 00:25:52,119 --> 00:25:55,080 Speaker 1: charitable things. What are some examples of things that you've done, 452 00:25:55,080 --> 00:25:56,160 Speaker 1: because I've seen you on the news. 453 00:25:56,480 --> 00:26:00,640 Speaker 2: Yeah, we've so One great thing we've done at all 454 00:26:00,640 --> 00:26:03,640 Speaker 2: of our locations now the last ten years or so 455 00:26:03,880 --> 00:26:12,439 Speaker 2: is we've secured donated vehicles that have been damaged and 456 00:26:14,440 --> 00:26:18,520 Speaker 2: we've repaired them at our locations, don't you know, donated 457 00:26:18,560 --> 00:26:22,639 Speaker 2: the or had parts donated by local vendors. We donated 458 00:26:22,680 --> 00:26:26,600 Speaker 2: our our time to repair them, and then we've donated 459 00:26:26,600 --> 00:26:31,439 Speaker 2: these repaired vehicles to local veterans, people that you know 460 00:26:31,560 --> 00:26:34,080 Speaker 2: live in the Twin Cities that are in need of 461 00:26:34,119 --> 00:26:38,440 Speaker 2: a reliable vehicle. So we've done this recycled rides program 462 00:26:38,520 --> 00:26:43,639 Speaker 2: for many years now. It's really special to see to 463 00:26:43,680 --> 00:26:47,320 Speaker 2: see these veterans and their families receive this you know, 464 00:26:47,480 --> 00:26:51,479 Speaker 2: great repaired, really nice vehicle in so many cases that 465 00:26:51,720 --> 00:26:54,280 Speaker 2: and it's going to get them to work to school. 466 00:26:55,480 --> 00:26:58,160 Speaker 2: Their kids are always so excited when there's been kids involved, 467 00:26:58,200 --> 00:27:01,880 Speaker 2: and so doing that recycled program has been wonderful. We'll 468 00:27:01,960 --> 00:27:05,520 Speaker 2: keep that going in the years to come. We always 469 00:27:05,560 --> 00:27:11,280 Speaker 2: have been involved with local schools and you know, sports 470 00:27:11,320 --> 00:27:15,199 Speaker 2: teams sponsoring. I mean, I couldn't even name all the 471 00:27:15,240 --> 00:27:17,760 Speaker 2: sports teams over the years that we've sponsored. It's just 472 00:27:18,240 --> 00:27:20,199 Speaker 2: it's hard to say no, there's so many. But I 473 00:27:20,200 --> 00:27:22,359 Speaker 2: mean when you're in so many different cities, you know, 474 00:27:22,400 --> 00:27:24,160 Speaker 2: we like, we like to get our name out there, 475 00:27:24,160 --> 00:27:26,520 Speaker 2: obviously for marketing purposes, but it's good to support the 476 00:27:26,560 --> 00:27:29,840 Speaker 2: teams because I mean, I I didn't played athletics growing up, 477 00:27:29,880 --> 00:27:33,919 Speaker 2: and it's important, you know, to be able to for 478 00:27:34,000 --> 00:27:36,320 Speaker 2: these teams to have the funds they need for things 479 00:27:36,359 --> 00:27:40,280 Speaker 2: for you know, uniforms and field rentals and travel expenses. 480 00:27:40,320 --> 00:27:43,399 Speaker 2: So we like to help out the schools. I mean, 481 00:27:43,440 --> 00:27:46,600 Speaker 2: we always donate every year to organizations that you know 482 00:27:46,680 --> 00:27:51,560 Speaker 2: are meaningful to my family and me. But yeah, I mean, 483 00:27:51,600 --> 00:27:54,800 Speaker 2: giving backs a big thing, so we will we continue 484 00:27:54,800 --> 00:27:56,560 Speaker 2: to do that. We've done that a long time. We're 485 00:27:56,600 --> 00:28:01,439 Speaker 2: involved in the different chambers of commerce and the cities 486 00:28:01,440 --> 00:28:03,960 Speaker 2: we're in, and just get involved in the local business 487 00:28:03,960 --> 00:28:09,400 Speaker 2: community too, and networking with new businesses is really important 488 00:28:09,440 --> 00:28:12,480 Speaker 2: to us. And just yeah, I mean trying to give 489 00:28:12,560 --> 00:28:16,480 Speaker 2: back and be a part, really be a part of 490 00:28:16,520 --> 00:28:18,320 Speaker 2: the communities we serve. It means a lot. 491 00:28:19,280 --> 00:28:22,280 Speaker 1: Where do you see Heppener's In five to ten years. 492 00:28:23,400 --> 00:28:27,640 Speaker 2: The industry has changed so much that you know, we've 493 00:28:27,640 --> 00:28:30,399 Speaker 2: had to diversify and say what else could we offer? 494 00:28:30,440 --> 00:28:33,159 Speaker 2: I mean, obviously we, like I said in the beginning, 495 00:28:33,200 --> 00:28:35,600 Speaker 2: we do glass where Heppner's Auto body and glass, So 496 00:28:35,640 --> 00:28:39,640 Speaker 2: we started that several years ago now having a glass department. 497 00:28:40,280 --> 00:28:44,240 Speaker 2: But we'll try to continue to grow that. But the 498 00:28:45,760 --> 00:28:50,520 Speaker 2: reality is that these new cars can drive themselves and 499 00:28:50,560 --> 00:28:54,440 Speaker 2: try to avoid crashes, and that means less work to 500 00:28:54,480 --> 00:28:59,880 Speaker 2: go around, which makes the marketing and the customer experience 501 00:29:00,040 --> 00:29:04,600 Speaker 2: more important than ever. So getting you know, there's still 502 00:29:04,640 --> 00:29:07,160 Speaker 2: a lot of vehicles that don't have this technology to 503 00:29:07,240 --> 00:29:09,440 Speaker 2: keep them on the crashes, and we still have winter 504 00:29:10,160 --> 00:29:13,920 Speaker 2: and we you know, we still have hailstorms, but just 505 00:29:13,960 --> 00:29:18,600 Speaker 2: the I mean the marketing, that quality connection, the community engagement, 506 00:29:19,640 --> 00:29:23,200 Speaker 2: brand awareness. That's could be more important than ever because 507 00:29:23,200 --> 00:29:26,520 Speaker 2: there's just with fewer accidents to go around, fewer cars 508 00:29:26,520 --> 00:29:31,160 Speaker 2: to fix, there'll be you know, our competitors were gonna 509 00:29:31,160 --> 00:29:32,720 Speaker 2: be it'll be more competitive. 510 00:29:32,840 --> 00:29:35,280 Speaker 1: Do you do you see that as really being the 511 00:29:35,320 --> 00:29:37,560 Speaker 1: case moving forward? You, I mean, some day it'll be here, 512 00:29:37,560 --> 00:29:39,320 Speaker 1: But in the next five to ten years, I'm curious. 513 00:29:39,440 --> 00:29:42,480 Speaker 2: I think, I mean, what Tesla's doing with the full 514 00:29:42,560 --> 00:29:46,960 Speaker 2: self drive mode and more more manufacturers will be doing that. 515 00:29:47,080 --> 00:29:49,680 Speaker 2: And then in some of these well not in our climate, 516 00:29:49,720 --> 00:29:52,680 Speaker 2: but in some cities they've got way MOA cars picking 517 00:29:52,680 --> 00:29:55,440 Speaker 2: people up, dropping them off with no drivers. Yeah, and 518 00:29:55,480 --> 00:29:57,760 Speaker 2: they'll you know, they're doing as much as they can 519 00:29:57,800 --> 00:30:01,600 Speaker 2: to not have those cars involved in crash, right reliability 520 00:30:02,160 --> 00:30:05,840 Speaker 2: reasons and all that. So I think it's going to 521 00:30:05,960 --> 00:30:09,120 Speaker 2: change a lot. But that's why, I mean, we're getting 522 00:30:09,120 --> 00:30:12,840 Speaker 2: more involved in fixing these these advanced systems and doing 523 00:30:12,880 --> 00:30:15,840 Speaker 2: that in house, you know, so that trying to find 524 00:30:15,880 --> 00:30:21,680 Speaker 2: other revenue streams besides just collision repair. We've got to diversify. 525 00:30:22,600 --> 00:30:27,360 Speaker 2: So yeah, I mean, praying for winter is a big 526 00:30:27,400 --> 00:30:31,640 Speaker 2: thing at our business and our family because the last 527 00:30:31,640 --> 00:30:35,280 Speaker 2: couple of winters have been very mild, which means less 528 00:30:35,320 --> 00:30:36,360 Speaker 2: work for bottom shops. 529 00:30:36,360 --> 00:30:39,880 Speaker 1: So I don't know what advice would you have for 530 00:30:39,960 --> 00:30:42,920 Speaker 1: somebody starting a business. You talked about watch your numbers 531 00:30:43,320 --> 00:30:46,920 Speaker 1: before again, is that the most important thing? Well? 532 00:30:47,000 --> 00:30:49,800 Speaker 2: Doing I mean getting involved in a business that interests 533 00:30:49,840 --> 00:30:52,400 Speaker 2: you obviously makes a big difference. You want to be 534 00:30:52,480 --> 00:30:55,080 Speaker 2: there every day? Yeah, passion probably right? Yeah, and learn 535 00:30:55,120 --> 00:30:59,480 Speaker 2: more about it. Learn, you know, go to go to classes, 536 00:30:59,560 --> 00:31:03,520 Speaker 2: go to conferences, and just meet people involved in the 537 00:31:03,520 --> 00:31:07,040 Speaker 2: industry and learn from them, because I've learned a lot 538 00:31:07,040 --> 00:31:10,200 Speaker 2: from people the last twenty years involved in the industry, 539 00:31:10,560 --> 00:31:17,400 Speaker 2: not just competitors, but vendors and insurance agents and just 540 00:31:17,560 --> 00:31:21,000 Speaker 2: I mean get just network with people and then, yeah, 541 00:31:21,080 --> 00:31:25,280 Speaker 2: watch your numbers. Know if you're making a profit, because 542 00:31:26,200 --> 00:31:28,480 Speaker 2: I mean, how long can you go on with with 543 00:31:29,080 --> 00:31:31,600 Speaker 2: losing money? Right and then figuring out, okay, well what 544 00:31:31,640 --> 00:31:34,280 Speaker 2: do we need to change and making those changes. Don't 545 00:31:34,360 --> 00:31:37,160 Speaker 2: let them linger for too long. 546 00:31:37,240 --> 00:31:39,120 Speaker 1: What would you say about risk, like you talked about 547 00:31:39,280 --> 00:31:40,080 Speaker 1: you know, other shops. 548 00:31:40,800 --> 00:31:46,080 Speaker 2: I think we're pretty risk averse. I don't like having 549 00:31:46,120 --> 00:31:49,920 Speaker 2: debt and so buying a new shop would mean, you know, 550 00:31:50,560 --> 00:31:53,280 Speaker 2: owing somebody some of the money, right, you don't, So 551 00:31:53,920 --> 00:31:57,040 Speaker 2: you you have to be very sure that you're taking 552 00:31:57,080 --> 00:32:01,520 Speaker 2: over a location that can stay BI and that you 553 00:32:01,600 --> 00:32:04,680 Speaker 2: think would make sense. But yeah, we haven't added a 554 00:32:04,920 --> 00:32:08,120 Speaker 2: body shop since you know, two thousand and eight when 555 00:32:08,120 --> 00:32:11,760 Speaker 2: we open the Hudson location. But for good reason, we've 556 00:32:11,760 --> 00:32:16,360 Speaker 2: looked at various ones around the metro. We've tried to 557 00:32:16,400 --> 00:32:19,640 Speaker 2: focus on just staying in the East Metro because we 558 00:32:19,720 --> 00:32:21,520 Speaker 2: have to be realistic about how far do we want 559 00:32:21,560 --> 00:32:25,160 Speaker 2: to drive around every day or every week? What can 560 00:32:25,200 --> 00:32:29,000 Speaker 2: we handle? We do so much still, just internally, I 561 00:32:29,040 --> 00:32:31,160 Speaker 2: mean I just I do the payroll every other week. 562 00:32:31,200 --> 00:32:34,520 Speaker 2: I'd pay all the bills. And the more shops you add, 563 00:32:34,520 --> 00:32:36,760 Speaker 2: the more people you add, it can be more complicated 564 00:32:36,760 --> 00:32:41,520 Speaker 2: and harder to manage. So know your limitations in closing. 565 00:32:41,560 --> 00:32:44,440 Speaker 1: Are you looking to hire people constantly? Is their turnover? 566 00:32:45,120 --> 00:32:47,560 Speaker 2: No, I wouldn't say constantly at all. We've been lucky. 567 00:32:48,400 --> 00:32:51,520 Speaker 2: We have such good employees. We have around ninety employees. 568 00:32:53,640 --> 00:32:57,240 Speaker 2: We have so many long time employees. We have a 569 00:32:57,240 --> 00:32:59,480 Speaker 2: couple guys that have been there since the eighties, since 570 00:32:59,520 --> 00:33:02,360 Speaker 2: I was just a little kid. Wow, and they've stuck 571 00:33:02,400 --> 00:33:06,760 Speaker 2: around and they're so loyal and so wonderful that no, 572 00:33:06,840 --> 00:33:10,800 Speaker 2: we I mean, turnover has not been an issue, especially 573 00:33:10,880 --> 00:33:14,800 Speaker 2: I think because these competitors are coming in and people 574 00:33:14,840 --> 00:33:19,560 Speaker 2: maybe go over and try try to work somewhere else 575 00:33:19,600 --> 00:33:21,360 Speaker 2: and see if the grass is greener. But it's not 576 00:33:21,480 --> 00:33:25,040 Speaker 2: always greener. And you know, for the most part, people 577 00:33:26,040 --> 00:33:30,240 Speaker 2: we welcome them back, and you know, we understand people 578 00:33:30,280 --> 00:33:34,440 Speaker 2: want to maybe try try something else. But yeah, we've 579 00:33:34,440 --> 00:33:38,280 Speaker 2: been lucky to retain so many great people that that 580 00:33:38,280 --> 00:33:39,880 Speaker 2: that turnover hasn't been an issue. 581 00:33:40,360 --> 00:33:42,080 Speaker 1: Okay, I've got an issue with my car. What's the 582 00:33:42,080 --> 00:33:43,320 Speaker 1: best way to get a hold of you? 583 00:33:44,360 --> 00:33:48,280 Speaker 2: All right, So you can find us at Heppner's Autobody 584 00:33:48,360 --> 00:33:52,440 Speaker 2: dot com. We've got six metro locations. We've got a 585 00:33:52,480 --> 00:33:55,640 Speaker 2: mobile glass department, so we can come to you and 586 00:33:55,680 --> 00:33:59,120 Speaker 2: fix your windshield or you're busted out window, whatever it 587 00:33:59,160 --> 00:34:03,440 Speaker 2: may be glass related. But yeah, so check out our website, 588 00:34:03,480 --> 00:34:07,440 Speaker 2: Happener's Autobody dot com. Stop into one of our shops. 589 00:34:07,480 --> 00:34:10,560 Speaker 2: You can get an estimate anytime. Unless you've got a 590 00:34:10,560 --> 00:34:14,960 Speaker 2: hail damaged vehicle. Those estimates take a little longer. So 591 00:34:15,080 --> 00:34:17,000 Speaker 2: give our shops a head up, heads up if you're 592 00:34:17,000 --> 00:34:20,120 Speaker 2: coming in for a hal estimate. But yeah, you can 593 00:34:20,200 --> 00:34:22,560 Speaker 2: just stop in want to one of the shops, we'd 594 00:34:22,560 --> 00:34:26,040 Speaker 2: be happy to help. Otherwise, tell your insurance company you're 595 00:34:26,040 --> 00:34:28,560 Speaker 2: taking it to Happeners that that's a way to do 596 00:34:28,600 --> 00:34:29,480 Speaker 2: it too, right. 597 00:34:29,520 --> 00:34:31,400 Speaker 1: You can go wherever you want in Minnesota. 598 00:34:31,600 --> 00:34:35,360 Speaker 2: You have the choice of what collision repair shop you 599 00:34:35,400 --> 00:34:37,799 Speaker 2: will get your vehicle repair debt. You don't have to 600 00:34:37,840 --> 00:34:41,040 Speaker 2: go where the insurance company is steering you to go to. 601 00:34:42,920 --> 00:34:45,479 Speaker 1: Kind of they're sneaky the way they are just sneaky. Yep. 602 00:34:46,160 --> 00:34:50,880 Speaker 2: They oftentimes know that maybe one of our competitors will 603 00:34:51,400 --> 00:34:55,200 Speaker 2: charge them less money for repairs. That doesn't mean that 604 00:34:55,239 --> 00:34:58,000 Speaker 2: you're going to get just there's a lot of issues 605 00:34:58,040 --> 00:35:01,120 Speaker 2: with that. But you have the te vice in Minnesota 606 00:35:01,160 --> 00:35:03,319 Speaker 2: to go to whatever body shop you want. 607 00:35:03,800 --> 00:35:08,040 Speaker 1: Awesome, Laura Jacobsen, co vice president Heppner's out of Body 608 00:35:08,040 --> 00:35:09,839 Speaker 1: and Glass. Thanks for stopping by. 609 00:35:10,160 --> 00:35:15,400 Speaker 2: Thank you, Adam, this was fun. Thanks for listening. What 610 00:35:15,840 --> 00:35:16,359 Speaker 2: did I miss