In talking to successful shop owners and their staff over the years, one of the most common traits we have discovered among them is the ability to recognize their weaknesses and the passion for getting better at their craft. In this week's episode, we talk to three highly-successful shops which are self-admittedly weak at the pickup touchpoint. We welcome back Matt Fowler, Jamey Whitlock and Doug Brackett on the show while we follow their journey over the course of the next few months to transform their process at pickup and see the results in the KPIs. This week, along with AutoVitals trainer Bill Connor, we will talk about their current process and what goals they hope to reach by using a more improved process. We will check back in on Nov. 20th to see how they are doing and what changes they have implemented.