‘Hems Truck & Auto’ Needs a Tune-up | Small Business Revolution – Main Street: S2E2

(guitar music)
– [Narrator] On this episode of Small Business Revolution Main Street, Hems Truck & Auto is a family-owned shop with deep ties to the community. – The Hems name, it’s an icon in Bristol. – [Narrator] But money problems threaten the entire operation. – We had no money and we
had all these bills due. (claps) Separate mines from yours. – [Narrator] Can the Small
Business Revolution team help them get on solid ground? – I’m not sure that you guys know exactly what it is you wanna be when you grow up. – Sounds like you’re aware of the fact that this is not the
best customer experience. – [Narrator] Can the Small
Business Revolution team get this business running smoothly? – You’ve earned the
right to be sitting here because you’ve actually done it. You should be immensely proud of that. – [Narrator] The Small
Business Revolution team is taking a look under the hood. Small towns across America are fighting for their survival with the
odds stacked against them. But what happens if we join that fight? – The Small Business
Revolution Main Street. – [Man] The second year in
a row for the competition. – [Man] One community is getting a half-a-million-dollar makeover. – With thousands of small cities and towns taking part. – [Narrator] What started as an idea became a national movement
with over a million votes cast throughout the country. And finally, one winner. – [Woman] Bristol Borough, Pennsylvania! – [Woman] The borough will get grants, publicity, and advice. – [Narrator] The town went all out to win the competition. – I know I voted. – [Narrator] Now marketing expert Amanda Brinkman and her team at Deluxe are going to work for the people of Bristol Borough, Pennsylvania, and they brought along
entrepreneur Robert Herjavec and a cast of small business experts to help revitalize the town. – [Woman] This is a story we’ve been following all summer long. – [Man] Bristol borough residents hoping for that big boost. – [Narrator] Every episode, we’ll be working with
a new small business, bringing marketing expertise, financial advice and
decades of experience, strengthening the town’s
economy one business at a time. The team has only a few short months to see if they can change the odds. If together, we can start a revolution. (instrumental music) (moves into ambient music) – [Man] When I was a little
kid, in elementary school, they would say, “Where do you
see yourself in 20 years?” I always said that I
wanted to own my own shop. (power tool rattling) My grandfather, he owned
Hems Brothers Trash. – Grandpa had the trash
company for 50 years, and everybody in town knows grandpa. Uncle Fred, grandpa’s brother,
had his bookstore on– – Hems Books on Wood Street. – On Wood Street. Bristol really values that
generational reputation. – The Hems name, it’s an icon in Bristol. I mean, I’ve known Roland
since the day he was born. We have five school buses, and we bring ’em here for him to work on. He’s an excellent mechanic. – We were gonna go a
completely different way. We weren’t really gonna start this. I was gonna be a welding supervisor. She was gonna continue on in college, and we came across this building. We were like, “Hey, wouldn’t
it be neat like Wayne’s World? “How they had that big
giant industrial building “and gave them the money.” And it was, “All right, well, we need to start making money.” – There is no corporate
umbrella to protect you. No boss to say, “Hey, what should I do?” – What do you mean there ain’t no boss? – Well, it’s the two of us, (Roland chuckles) and we don’t listen to each other. So we have our little battles, but somehow we like each other enough, we make it through. – At the end of the day, we’ll come back.
– Come back around. Talk it out.
– Sorry I was being an (beep) hole, you know? – Oh, bleep. – Hit the button. You want to help daddy? You’re gonna look at the brakes? – [Megan] Renya is two and 1/2. – Hit the other button. – [Megan] She’s definitely a Hemsey. She’ll grab a wrench and fix her scooter. She’s taken over the office. There’s more toys in there
than I think our living room. – Ah, there I am. – [Megan] So it’s a family affair here. – [Roland] And then Tony
started out as a customer here. – Before I started working here, it was just me and Amber. You always want to triple check your work. Amber’s my daughter. She’s 12. I was raising her for
seven years by myself, until Megan and Roland started helping me. – [Megan] We started becoming his family. I would help him out picking
up Amber from the bus stop. – Amber kind of plays
catch for a little bit with Reyna so we can
still get the work done. Usually breakfast and
lunch and sometimes dinner, we have to eat here
’cause we’re here late. We’re here early. – [Megan] It’s hard
because we’re just go, go, go, go, do, do,
– Every day there’s another battle to overcome. – [Megan] Yeah. – There’s always something somewhere. – Not one battle. There’s half a dozen battles.
– Summed up. – [Megan] And fires going on. I feel that we’re still
fighting to get somewhere. – We’re still fighting day-one battles because we didn’t write up a business plan or like do anything that
you should normally do when you start a business, a company or anything.
– Yeah. We just keep getting up. We just keep coming. And when you get the phone
call that says thank you, It’s been Hems to feel so much better. Those are the times that make
all the craziness worth it. How we doing over here? – Good, just making some
final adjustments on the– – When you find a mechanic who you trust, you don’t ever leave. I know people who move
cities and still drive hundreds of miles back to their old shop when they need a tuneup. That’s how valuable a
good, honest mechanic is, and a town this size
can’t afford to lose one. Megan and Roland seem to have the good and honest parts down, but finance and operations are putting the whole thing at risk. They’ve been in business too long to still be having day-one problems. So I’m meeting up with them
to see how we can help. – [Roland] Hello, hi. – Hey, everyone. – How are you? – Good to see you. – [Roland] Nice seeing you. – [Megan] Good morning. – Good to see you. So 10 years? – [Megan] Mm-hmm. – Yeah. – It’s a long time to be in business. – Fighting, and clawing away, and just keeping our head above the water. – Trying, trying. – Is it hard to run a shop together? – Oh, yes. Oh, yes. – It can be. Different views on different things.
– Daily battles, hourly battles. – A lot of small business owners are in business with their spouse or family.
– And they work constantly. – And there’s pros and cons to it, but. – I think because we
live and work together, there’s a too-much-time battle. I would like to separate Megan and Roland from Hems Truck & Auto financially and even time-wise, get better boundaries. – It’s very important for business owners to be able to kind of
separate those two things. It’s impossible to
completely separate them. – No, no. – As a small business owner, you live and breathe your job.
– Right. – And the business that you’re running. – I think a lot of our battles are, well, stress induced ’cause of some
of the financial strains. – Right. – Because she needs the
same dollar that I need. It’s like
– Right. – She needs to pay the bill, but I got a vehicle here that I need $300 to make $1200.
– Right. – So can you just wait a little bit so I can
– No, I can’t. – And then you can have the money back. – No, no. – But the bill’s due today. – The electric bill really is calling, so. We still feel the first-year
struggles and constraints. We’re living paycheck to paycheck without a regular paycheck. So in my mind, we are one false move from losing it all. I’ve said to him a couple
times over our years, all right, we have to pack it in. This is not working. And he’ll say, this
truck’s coming in Tuesday. This truck, this guy’s
dropping off tomorrow. It’s like, okay, all right, all right. – You love doing this. You’re running a good shop. You’re offering the
community a great service by being a friendly honest auto repair shop.
– We’re trying. – I think it’s really just
about getting you to a place where you’re a little bit
more financially comfortable so that you’re not living
kind of under that stress. – The weight, yes. – We can help you with that. Are you guys excited about the process? – Just a little bit. – Yeah. – Just a little bit. We were just talking
about it this morning. We’re actually blown
away that an entire team seems to care as much as we do. It’s absolutely beautiful. – Well, you guys deserve it. Stories like Hems show
you just how hard it is to run a small business. These are smart dedicated people who provide a good service, and they’re barely getting by. Sometimes it just takes
that fresh set of eyes, somebody who isn’t quite as
close to all the challenges to come in and help
find a new way forward. (moves into upbeat instrumental music) We’ve got the perfect person for the job. Bogi Latina owns her own successful shop, hosts her own TV show All Girls Garage, and she consults with other independent mechanics across the country. While our team is working to
market Hems more effectively, she’ll be focused on the operation side. – Hey, guys. – [Megan] Good morning! – [Roland] Hello! – [Megan] Welcome, how are you? – [Roland] How’s it going? – [Amanda] This is Bogi. – Hi. Hi. – [Roland] So this is the back office. – [Bogi] Right. So this isn’t where customers
are coming in though? – [Roland] No. – [Megan] And the dog destroyed our couch. – [Bogi] Okay. – [Megan] So yeah. – So your customers mostly up there or are they coming in here too? – Sometimes they tend to stay outside of the glass there, and it’s like you can come in. You can come in. – So can we just tear down this wall? – I’ve been wanting to do that. – [Amanda] Sounds like
you’re aware of the fact that this is not the
best customer experience. – This is our big, heavy truck bay. I keep this bay light for like oil changes and simple inspections and whatnot. Need to be a little more organized, but everything has it’s own spot. This is Tony. – [Bogi] Hi. – [Megan] Tony’s great. – [Roland] He’s one of our techs. – Is he your only own technician? – [Roland and Megan] Yes. – So it’s the two of you. – [Roland and Megan] Yeah. – [Roland] We do high-rail inspections. We install high-rail gear. – So you’re doing a little
bit of everything here. You’re doing general automotive, you’re doing big trucks. – [Roland and Megan] Yeah. – Okay, you’re wrenching, right? – [Roland] Yep. – Okay. – [Megan] Yeah, he’s on the phone, he’s wrenching. – He’s on the phone and he’s wrenching? – Yes. – And building estimates. – [Bogi] That’s fun. – And calling the customers,
getting the parts. – Since the baby, I’ve
been home more often. That’s the learning curve. ’cause really I was here for
eight years and (laughs). – [Bogi] Okay. – Now we have a toddler in the mix, so. – Are you adverse to a care solution or? – No, again, it’s figuring out the money.
– Okay. – But it is a juggle, it is a juggle. – Just walking around the shop, we’re already seeing some
things that are making Megan and Roland’s lives more difficult. And the whole place is
long overdue for some serious spring cleaning. But fair is fair. Before we start grilling them
on the stuff they don’t know, they get to test me in an area where I am certainly not an expert. I know a lot of words about cars. Do you wanna hear it? – I would love to hear your words. – Chassis. – Good, do you know what it is? – It’s the structure of the car. – Awesome, that’s great.
(Roland and Megan cheering) – Okay, okay, how about something else? – I know fuelage. – Fuel what what? (Amanda laughing) – [Megan] A what? – [Roland] A fuselage? – Yeah (claps), thank you! (Bogi laughing)
– Fuselage! – That is aviation equipment. – Ah, well, I also know a lot about– – [Roland] If I worked on jets… – Would you like me to
name plane parts now? – [Megan] Yeah, right. – So can you walk me through what your process and system looks like from the time a customer comes in? – Process, systems, what? – Foreign words (laughs). – Because we are so
friendly, so welcoming, we do seem a little lax. – I want to dispel the myth that systems and processes have to be rigid and stiff. – Or are unfriendly. – Or unfriendly, right. You need systems and processes
so that you’re more sane. But B, your customers are gonna get a consistent experience every time that that carries through in your lobby, how you answer the phone, what your uniforms look like, what the shop looks like. I feel like because our industry has such a crappy reputation.
– Yeah. – Right. – We have to be able to disprove
all of those stereotypes, not just for ourselves
but for the whole industry because we don’t get to charge what we deserve to charge, right?
– Yeah. – And we still get beat up (laughs). – And we still get beat up. Plumbers are charging $250 an hour and we get beat up if we’re
charging $100 an hour. – [Roland] We’re not even at that. – We’re not even at a hundred. – [Bogi] Right, but you need to be because
what you do is valuable. Today’s cars are rocket ships, right?
– Right. – Literally. More control modules on modern vehicles than the first space shuttle. – More computers. – That’s why I got a pass through. – Absolutely, and that stuff cost money, and it takes training, and it takes skill. But when they see a shop
that looks like this, and if the gut feeling is, oh, this place is dirty and foreboding, it’s hard to shake that gut feeling. – [Amanda] Right. – No matter how nice you are. – Right. – And the way you show
up online is as important as what we’re talking about in terms of how you show up in the shop. – It’s our digital storefront. – Absolutely, yeah. – And our digital storefront looks as good as our real storefront. – Right, and people make
judgements really quickly. – Oh, yeah. – Everyone feels like
they’re gonna get duped when they go in to do their auto repair. It’s not fair, but it’s
just how people feel. – [Megan] Yeah. – And so we have to really
work on your brand identity. We can communicate that trust
factor in a split second through the kinds of
fonts we use, the colors, the kind of photography. We can do all of that in
the same way that we want to do that with the physical space. – But before they can do that, there’s some soul searching
that you guys have to do. You’re trying to do everything. You’re doing motorcycles,
you’re doing trucks, you’re doing inspections,
general automotive. Just you’re taking in
whatever’s coming at you, and yeah, sure, we’ll do that. – Yeah, yeah. – Which is very tempting to do, especially when you might be fairly month to month to pay the bills, but we have to start thinking of your time as valuable as your actual dollars. – Yeah, yeah. We don’t look at time like that. – There’s two things you sell. You sell parts and you sell labor. If you don’t sell the part, fine. But at the end of the day, if you don’t sell your labor, it’s gone, so it’s where do you make your most money and where does most of
your headache come from, your gross revenue. – I don’t know how that’s all split up. – You need to be looking at
those reports on a regular basis and know your numbers so that you can make the right decisions moving forward. – Can you do that? That’s your homework. – Let’s do it. (slow guitar music) – It’s a little bit of a feeling of where do we start with these guys? The physical appearance
when we first come in, the customer experience of the shop, their process, their finances.
– Or lack thereof. – Their marketing. I mean, there’s a lot to address. – [Bogi] And everything’s
tangled up into this ball of we don’t have any time and
we don’t have any money. – When the bank account is empty, it’s almost impossible to think about tackling any other problems. To help, we’ve got to bring Hems
back to Deluxe headquarters in Minnesota to meet
celebrity entrepreneur and numbers expert Robert Herjavec. – Good morning, Revolution. We’re excited to be on our
way to Minneapolis, Minnesota. – See you soon. – We’re a little anxious because we know we have some issues. – We’ve gone through a lot of stuff. – But we’re ready, we’re ready. Bring it on. Hello. – [Amanda] How are you? – [Roland] Yeah, hey. – You look very nice, Megan. – Thank you, thank you. We’re trying.
– And you, Roland, you’re always knocking it out of the park (Roland laughing) in the looks department, okay. – How is the business doing? – Well. – I’m gonna take by your hesitation not great.
– Moving. – What was the sales last year? – [Roland] Last year? – I actually have – [Roland] We actually have some numbers. – All right! – [Roland] We’ve been
doing a little homework. – So we have a giant mess because
a girl with a psych degree should not pretend how
to be an accountant. – In ’16, you did 283,000 in sales and you made $61,000, so it’s good. – Then why do we feel so strapped? Why do we feel– – Well, why do you feel? – You shouldn’t feel– – Yeah, you’re making good money. – Yeah, you shouldn’t feel strapped. Do you even feel like you’re taking home this kind of income? Or for the whole year are you wondering where the money has gone? – Every day I wonder where it goes. And then especially when,
– I know where it goes, all the pills– – Still, what the hell did I do with it? – Do you have your salaries in here? I mean are you a part of payroll? – [Megan] No. – So this is your, this is also your income?
– But that’s why we’re paying the rent out of our business
’cause we don’t have– – Yes one day you should
have separate accounts and not pay from one to the other. The first challenge is
we have to figure out where the cash go. – It’s going out to dinner. We’re hemorrhaging cash somewhere. – So cash is not an
income statement element, it’s a balance sheet. Do you know the difference between an income statement and a balance sheet? – No. – Nope. – Okay, so– – A mechanic and a psych degree, that’s– – You gotta stop saying that. – Okay. – You gotta do me a favor,
you’re gonna stop saying that, `and I’ll tell you why. I have a Classical
English Literature degree. It doesn’t matter. You’re doing something very few people in the world have ever done: one, started a business
and survived for 10 years, and you should be immensely proud of that whether you have a psych degree, an MBA
– Ergo. – None of that stuff ’cause you’ve earned the right to be sitting here. You’ve earned the right because
you’ve actually done it. I’m proud of you and
I don’t even know you, so good for you. The difference between an income statement and a balance sheet: a balance sheet is the financial health of the business on that date. Your business is actually
doing better than you think. The challenge is we have to
figure out where the cash go. Your biggest cash outlay
is parts, am I right? – Oh yeah. – Yeah. – Okay. So do you have multiple suppliers? – We could, but we just never did. I always like to keep
it straight with them. I don’t want too many open accounts. – You definitely do
want multiple suppliers. It’s the opposite of what you’re thinking. Where you’re buying a
last of cost of goods, before you buy a part, shop it. Every dollar you save on cost of goods goes right into your pocket. Full stop. The other thing you wanna do
is you should be charging more. You have enough sales volume at 263,000 that even an extra 10 bucks a job goes right to the bottom line for you. Have you ever heard the term, “Where there’s mystery, there’s margin?” – No, I haven’t, but okay. – So people don’t understand what you do. If people understood how to fix cars, they would fix cars.
– They would fix it, yeah. – So I’m gonna suggest to you that if you marked up your labor rate, every dollar goes back
to your bottom line. I’m not saying you cheat people,
but they won’t notice it. They’re coming to you because
of the quality of the work, not because of your price. – Yeah. – Would you agree? – Yes. – Yeah. – With this kinda income
and with this kinda profit, you guys should be feeling extremely comfortable financially. But it can be as simple
as just thinking through some personal finance
budgeting techniques. So for the next two weeks, everything you spend
money on, write it down, and put it in categories, and then you’re gonna get a better sense of where that money is going. – Amanda’s right because here’s what’s happening to you today: stuff happens, you’re somehow reacting– – And then we react, yeah. – And you’re figuring it out. You have great instincts. What you need to now do is
understand why you’re doing the things that you’re
doing before you do them. – It was a lot less scary
than I thought it would be. I was expecting some, “What
on earth are you doing?,” but it was a confidence builder that– – [Roland] Yeah, yeah. – [Megan] They kept saying
we had a good thing, team, obviously overwhelming thing, but we’re just so bogged down with the struggles, that we never
celebrate the successes. – The good stuff. – So, yeah. So when Mister shark tank
says, “You’re doing great,” and it’s like, (loudly huffs) wow. – We’re not just in this mess and just trying to swim through it. Now we actually have a direction and it’s a motivator. – Yes. – We’ve got a whole lot to accomplish for Hems to get on solid ground, but the work falls into
three big categories: shop management, finances, and presentation of the business, both physically and online. Now is when the real work begins. (moves into guitar music) This kind of overhaul
has a ton of moving parts and they all need to work together. That’s what the creative
lab was built for: to get everybody in one
place and get after it. All right, so I love this couple, but holy (beep), that place is a mess. – (laughs) – It doesn’t communicate that family feel that they deliver from
a service perspective. – So there’s lots of things we need to do. We’re gonna gut their entire office space and their waiting area.
(sharp hammering) We’re gonna redo the whole thing. We’re going to give them
proper parking spots, and make sure that people know
where they’re supposed to go, and then they need a new sign
off the front of the building. – [Amanda] With the construction
crew off and running. Megan’s leading the charge on getting Hems’ finances in order. – All right. So our immediate goal is gonna be to put together that balance sheet. – Right. – So we’re gonna need an equipment list. – Yes. – And get some details as to – All those records. – This is fun to get everyone
back on the phone together. How are you feeling about
the progress on your end? – It has been a crazy whirlwind. – It’s gonna be put less spot into which part of the business
you think is where you wanna be spending
the bulk of your time. – He gets very emotional
about that question. “I don’t want to be boxed in.” – I’ve got to say, Roland, by structuring myself, I actually created a dramatically
larger amount of freedom. – Time is the only resource that, regardless of the amount of money, you can never buy more. – [Amanda] While Megan
and Roland are learning how to maximize their time, we need to focus on
maximizing their sales. – So what I love about Hems
is we’re getting them online. They had such a bare minimum presence. All of this work is going to really help them bring in the jobs that they want. – For a business like Hems, you’re gonna get calls
from people who are pissed. You have to understand that is the beginning of the customer journey. “My car is broke and
I’m not happy about it.” – The services are what
people are looking for. People are looking for break repair. People are looking for suspension repair. They weren’t really looking
for just a car shop. We’re looking for a car shop as it relates to what kind of repair they were looking for. We thought it would be a really
good idea to have that list on a separate page so that
it ranks for visibility. – We’re encouraging them to
change their existing logo to kind of feed into that whole this is a reputable repair shop. – I think the font works really well. It’s kinda got that weird serif that looks like kind of a railhead top. – [Amanda] Every interaction
clients have with Hems brand gives us an opportunity to communicate a level of professionalism that will allow Megan and Roland to charge more for their time, and social media will
be a big part of that. – [Elizabeth] So here’s
where you are currently and this is what we’re gonna try to have. (Megan laughing) – [Elizabeth] Yeah, it looks really good. – [Amanda] We’re completely redoing the front office and outdoor signage. We’re burning through our construction budget pretty quickly, but a new coat of paint will go a long way toward a better customer experience. Luckily, there are a lot of people
in town who love these two. So we bought the paint, pizza, and beer, and the Hems family got
the community involved. – [Megan] These are friends that are coming from 100 miles away, so our tried and true friends rooting for us.
– Different customers and stuff like that. – [Megan] People that see what we see and see what The Revolution saw in us. – [Amanda] It really does take a village to support a business. With that in mind, we encouraged the Hems to visit another one of this year’s
featured small businesses (gentle instrumental music) to see if we can help give
Megan the time and space to step into her role as
chief financial officer. – Let’s see what this is. What’s in here? – [Megan] Hello, how are you? – [Ramona] Thanks for coming. – [Megan] Hello. – So this is where they
do the reading readiness. They’ll recite the months of the year. They’ll know the days of, most of the days of the week. – Nice. – A lot of it is around them getting their hands in and getting dirty. So I know you don’t mind that, so. – [Roland] Oh, yeah. – Messy is good. – Good mess. – Yeah, yeah. Well it’s probably a lot better
than playing in an oil drum. (Ramona laughing) You should try it– – [Megan] It’s fun,
it’s very fun in there. Very warm, very welcoming. – [Roland] Yeah, I’d
like to go on every year, yeah, our cousin’s house. Really good, really good.
– Yeah, it feels good. (guitar music)
But it’s almost an hourly struggle to figure out which dollar should go where and then how to even purchase some of these things that we know that we need. Everything’s a struggle with
being a small-business owner, so we just try to make it work. – [Amanda] Hearing about
how Bristol Borough has rallied around Hems, it reminds me of why we came to this town in the first place. They take care of each other, which is really just another way of saying they’re a community. That support is a testament
to who Megan and Roland are, and what they’ve built together. I can’t wait to get back and see what they’ve done with the shop. (inspiring instrumental music) – [Amanda] Hey, guys. – [Roland] Hi, good morning. Welcome to Hems Truck & Auto. – [Bogi] Hi (laughs). – Just walking in the door, the entire place feels like
a completely different shop. Oh my gosh. – [Bogi] The place looks amazing. – It looks incredible. Show us all the things you’ve done.
– Yeah. – [Megan] So we took your momentum. We did a lot of painting, a lot of scrubbing, a lot of scrapping. We took down some walls. – [Amanda] It looks great. – [Megan] A lot of clutter is gone. – It looks cool. I love the wall being
gone ’cause there’s all this additional natural
light that comes in. It just feels so much brighter in here. – So this is all of our parts room. So now everything is in
one central location. – This is all Tony. – Tony’s incredible. – Yes he is. – [Amanda] Do you feel freer? – [Roland] Yeah. – We do feel better. – Have you guys peeked in the office or have you been good? – [Roland] No, we haven’t. – We were very good. – Let’s go take the
customer-experience journey, like how a customer would
come into this space. It’s incredible what they
did with the workshop, but the office remodel, that was our job. Walking in, this will be Megan and Roland’s first time seeing the new space. – Oh wow, hon. Look at this.
– Oh, goodness. It’s gorgeous. – [Roland] It’s awesome. – It’s gorgeous and it’s a true expression of what we do here. This is beautiful. It’s breathtaking. (laughs) – [Bogi] This is all three
rooms combined into one, huh? – [Roland] Yeah. – [Bogi] Awesome. – So that customer experience
has a lot to do with the actual physical space, but it has a lot to do with your marketing and how we position you as well. So I’m excited to show you
some of the other marketing pieces as well.
– Great. – Should be go take a look? – Yes, yes. – So on the branded
shirts that we made you, you have a great opportunity to have the logo displayed there. – It looks amazing on. (Amanda and Bogi laughing) Like I was looking at
the shirt and I’m like, “It really fits you really good. (Amanda, Bogi, and Robert laughing) “Look at that.” – And I said, “Well, it’s ladies cut,” and he’s like, “They do that?” – Yeah, yes, right? – And for Tony to have
one too, that’s great. – Yeah we think it’s important to have the name on there that personalizes it. We have the logo, and on the back, we have, of course, the branding in red and the black. – I think Tony’s gonna love
it ’cause the material’s– – He’s gonna cry. – [Bogi] It’s so professional looking. – He works so hard. – Oh, oh yeah. – [Megan] Well I love that it’s automotive ’cause its got the bolt but
it’s not over-the-top kitschy. – I think it’s modern. It’s professional. It looks great on the side of the building.
– Clean looking, yeah. – So I think you landed
in a really great place. Now do you wanna see what it
looks like on the website? – [Robert] Yes. – [Megan] Oh my goodness. – [Bogi] Tada! (laughs) – [Robert and Megan] Oh, wow! – [Bogi] So who are those handsome guys? – [Robert] Yeah, who’s that guy? – You and Tony look legit.
(Bogi laughing) Professional photography can
make the biggest difference. Okay, so first we have
your logo on the top. The phone number is actually
larger than the logo because our biggest call to action
is we want people to call. You want them to call, call, call. – Yup and not have to search
around for the number. – [Bogi] Right, we want that right on top. – [Amanda] We want to make
it very very easy for them. – That’s amazing. – Most people when they are
searching for auto repair are sometimes on the side of the road, so the mobile experience
is really important. We’ve actually reorganized it a little bit to be that much more simple in a mobile environment.
– Can they call right from the mobile? – Yes you absolutely can just click to call.
– Just click on the number? – Click to call. We wanna right away tell people what kinds of services they can expect from you. So when people are typing in
oil change or tire rotation, you want to be popping up in that search. So we need to have those
keywords built into your site and as it starts to narrow it down, the site’s very easy to update and pull some of those things off. And then, of course, you want to talk about the fact that it’s family-owned, that family is very important to you especially since trust is such
an issue in this industry. We want to communicate
how you guys approach your business and the
kind of people you are. – It’s amazing. – It’s completely amazing compared to what that one little page thing my friend did for us. There was nothing there. – Okay, well, I have some
other things to show you. – [Robert] Swag. – It’s swags, things that you can give your customers. So your new logo on it. – [Roland] Nice. – [Amanda] Key chains with it. – [Roland] Oh, cool. – We want to keep getting your brand back in front of people. – These are great gifts to
leave in the car after service. – Another thing you wanna
leave in the car after service, specifically, an oil change, is a branded reminder tape.
– Yay! – I’ve been talking about that for years. (upbeat instrumental music) – So last time we worked together, we didn’t have a balance sheet. Did you have a chance to
go through that process? – We did our homework. This is the first balance sheet
ever in 10 years, so, yes. – Before you fix a car, the first thing you gotta
fix is the business. You’re in business, number one. – [Megan] Yes. – You also want to spend
time with your daughter and sometimes you have her here. While that might feel
(Megan groaning and laughing) nice at times to have your
child, it’s very distracting. – Juggling her, it’s fun (laughs). – Okay, so we wanna help solve for that. So Deluxe is gonna pay for one year of early childhood learning at Discover Learn &
Grow for two days a week so that you can have that balance. So here you can be focused and then when you’re with her, you’re present with her. Is about focusing on where
you’re at when you’re there. – That’s beautiful. That’s wonderful. – Okay? All right. – Oh my goodness, she’s
gonna flourish there. (gentle guitar music) We’ve gained friends. It’s not just for the show. They really care. It’s really helped me think of the business in a different way, think of myself and my role here in a different way, and to really help me start to own it. – They knew that things needed to change and they were just ready
for all of the learning. I’m excited to see the future for them. They’re on a good path now. – People don’t know how hard
it is running a business. They’ve got a baby. They don’t have enough money. It’s tough, and it takes a lot of courage to wake up and go through that every single day and not quit. Life doesn’t get any easier. You just get tougher. – Stories like this make you realize just what is at stake
for small businesses. This is about Megan and Roland’s marriage. It’s about Renya’s future. It’s about Tony and Amber and their lives. Hems was never just a business. This is a family. (slow guitar music) – [Narrator] On the next episode of Small Business Revolution Main Street: – [Man] This was a barbershop since 1923. – [Narrator] Miguel’s
is a classic barbershop with a century-old legacy in town. – Having a good barber’s like going to a good restaurant that
serves a good steak. – [Narrator] But in order to
expand, the owner, Miguel, will have to take a step into the future. – [Robert] If you do the hair cuts faster, you would actually free up
more space in the chairs. – [Miguel] Yeah. – A person that wants everything on point. You can’t really rush that. – [Narrator] The Small
Business Revolution team sets out to keep the legacy alive. – [Amanda] His business
cannot grow any further unless he gets additional space. – [Narrator] With some unexpected results. – Well, the locks are changed. I don’t even know what to do! (instrumental music) – The challenges Hems
face trying to promote their business while
juggling daily operations are similar to those we hear from small-business owners across the country. To learn how the marketing team from Deluxe got Hems tuned up, visit Deluxe.com/revolution.

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4 thoughts on “‘Hems Truck & Auto’ Needs a Tune-up | Small Business Revolution – Main Street: S2E2

  1. It seems to me that they have one boss too many. She needs to step back if she's not working much. By what they said, it looks like she doesn't do much more than complain when she's around. He does the work, he answers the phone, he buys, does estimates, so what does she do?

  2. I don't think people truly understand how hard operating a small business is. I still pay cash to this day at all small shops just to save them the 3% credit card fee. Their budgets are that tight.

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