Fixed Ops 5: Recent Episodes
Corey M Smith Fixed Operations Training Manager For National Auto Care
Discuss high impact items in the Fixed Operations Department And F&I. These items are the most important areas of focus for the Service and Parts Team. Tune in, submit questions, participate and gain a higher knowledge of the dreaded back end of the dealership. This discussion typically last 5 minutes and will highlight these topics and others that are important to you! Send in your questions and comments to Corey today. csmith@nationalautocare.com
You won't want to miss Corey Smith and guest Jason Harris talk all about customer loyalty. Jason discusses his experience in the automotive industry and how customer loyalty has evolved with digital transformation. He mentions the importance of communication tools like email and live chat in building relationships with customers.
Jason emphasizes that personalization is crucial for fostering loyalty andsuggests optimizing marketing strategies to make customers feel known.Tune into more episodes of FWRD: An EasyCare Podcast for the latest insight in the industry with experts in the field!
Corey Smith and Kumar Kathinokkula engage in a discussion on the future of AI in the automotive industry, focusing on its impact on customer service, dealership operations, and F&I products. Kumar provides insights on current implementations of AI like chatbots for customer interactions and predicts a transformative shift towards automation in dealerships over the next decade.
You won't want to miss them discuss the potential for tailored F&I products using real-time risk analysis and predict changes in dealership operations with fully automated showrooms and virtual customer interactions powered by AI.
Tune into more episodes of FWRD: An EasyCare Podcast for the latest insight in the industry with experts in the field!
In this enlightening episode of the Fixed Ops 5 podcast, host Corey Smith is joined by Jerry Davis, a seasoned professional in the automotive service industry, to explore the critical intersection of mental health and workplace performance. The conversation dives deep into the nuances of advocating for mental health awareness and self-care within high-pressure environments.
Chapter Breakdown:
- Chapter 1: Preparation for Podcast Recording (00:29 - 12:24)
Jerry sets the stage with his readiness for an in-depth discussion, while Corey expresses gratitude for his participation, setting a tone of mutual respect and anticipation.
- Chapter 2: Understanding Mental Health Impact (13:38 - 20:24)
The dialogue focuses on mental acuity's role in aiding others, with Jerry emphasizing the necessity of recognizing personal triggers and the power of strategic breaks.
- Chapter 3: Recognizing Signs of Mental Health Strain (18:32 - 20:24)
Insights into identifying mental health strain through indicators like body language and team engagement are discussed, highlighting the importance of active listening.
- Chapter 4: Managing Stress and Preventing Burnout (25:47 - 30:32)
Conversations pivot to proactive stress management techniques, the significance of self-improvement resources, and the role of recognition in mitigating burnout.
- Chapter 5: Personal Experiences and Future Trends (31:34 - 39:26)
Jerry shares poignant personal experiences, reflecting on the evolving dialogue surrounding mental health in the industry and its profound personal and professional impacts.
- Chapter 6: Key Takeaways and Closing (40:06 - 42:28)
The episode concludes with Jerry offering three key takeaways: the importance of creating a safe space, developing self-awareness, and fostering open communication within teams.
Core Insights:
- Mental Health Strategies for Service Professionals: Delve into how mental health directly influences performance and well-being, especially under the pressures inherent to service roles.
- Proactive Measures & Tools: Explore actionable steps like regular mental health check-ins and utilizing tools such as DISC assessments for better understanding personal and team dynamics.
- Future of Mental Health in the Workplace: Unpack the significance of integrating mental health considerations into hiring processes and the broader industry dialogue.
Join us for this vital conversation that not only sheds light on the often-overlooked aspects of mental health in the workplace but also provides practical advice and real-world experiences aimed at fostering healthier, more productive professional environments.
Show Notes: "Electrifying the Future: The Impact of EVs on Automotive Service Departments" In this electrifying episode of the Fixed Ops 5 Podcast, your host Corey Smith, alongside guest expert Andres Pinter, dives deep into the electric vehicle (EV) revolution and its significant impact on automotive service departments. Prepare to charge up your knowledge as we explore everything from the basics of EV charging solutions to the future-proofing of service departments in the face of EV adoption. Timestamps & Topics: - [00:00-08:17] Introduction and Background: Corey Smith welcomes listeners and introduces Andres Pinter, who shares his journey from investment banking to leading the charge in commercial EV charger installations with Bullet EV Charging Solutions. - [08:18-14:42] Preparing for the Podcast: A behind-the-scenes look at the episode's preparation, discussing the podcast's format, expected length, and the conversational tone aimed at geeking out over EV technologies. - [14:43-25:17] EV Technology and its Impact: The conversation shifts to the nitty-gritty of EVs - from the simplicity of their drivetrains to the complex challenges of inventory and geographic disparities in adoption. Discover how EVs are reshaping customer expectations and dealership operations. - [25:18-29:16] Future-Proofing and Training: Andres emphasizes the critical need for dealerships to adapt by investing in EV charging infrastructure and training staff for EV repairs, ensuring they are prepared for the electric future. - [29:17-37:57] Lightning Round - Main Takeaways: A rapid-fire session where Andres distills the episode's insights into three actionable takeaways for service departments: embracing EV technology, prioritizing customer experience, and staying ahead with training and infrastructure. - [37:58-41:01] Closing Remarks and Contact Information: Corey wraps up the episode with a thank you to Andres and shares how listeners can connect for more information or follow up on the discussion. Key Insights: - Adapting to EVs: It's not just about installing chargers; it's about understanding the broader implications of EVs on service departments, from the types of repairs to customer service strategies. -
The Importance of Training: With EVs requiring less maintenance but more specialized repairs, training becomes paramount to ensure service departments remain competitive and profitable. -
Looking Ahead: Anticipating future needs, from bi-directional charging to in-road charging technologies, can position dealerships as leaders in the EV transition.
Closing Thoughts: This episode serves as a crucial conversation starter for automotive service departments navigating the shift towards electric vehicles. Corey and Andres's discussion sheds light on the challenges and opportunities presented by this transition, emphasizing the need for proactive adaptation and training. Stay tuned for future episodes where we will continue to explore the evolving landscape of the automotive industry.
The transcript is a conversation between Corey Smith, Eric Jauregui, and Jeremiah Shelton about
leadership and effective management strategies in the fixed operations industry. They discuss the
importance of aligning goals with your team, leading by example, embracing failure as a learning
opportunity, tracking progress using data, and focusing on outcomes. They also emphasize the
significance of accountability and how education and professional development programs can help
individuals develop necessary skills. Challenges mentioned include maintaining a positive mindset and
overcoming self-doubt.
● Businesses faced uncertainty and fear during a shutdown, but one industry had a surprisingly successful
year.
● Overcoming challenges as a leader involves maintaining a positive mindset and finding inspiration
through videos or quotes.
● Successful leaders possess qualities such as humility, gratitude, belief in possibilities, and the ability to
learn from others.
● The speaker provides their contact information for further communication. They emphasize the
importance of delivering exceptional customer service to encourage repeat business and referrals. They
offer tools, knowledge, and training to help dealerships improve their customer service and increase
revenue. The transcript concludes with gratitude towards the guests and a request for them to return in
the future.
Action items:
Eric:
● Stay humble.
● Remain a student.
● Listen to motivational videos or podcasts.
Jeremiah:
● Invest in your people.
● Be humble.
● Start at the end and focus on what you want to accomplish.
● Both Eric and Jeremiah:
● Provide professional development programs and training for individuals and teams.
● Embrace failure as a learning opportunity.
● Track progress and use data to evaluate the effectiveness of strategies.
● Develop a vision and set goals for the team.
● Create a culture of accountability.
In this insightful episode of Fixed Ops 5, host Corey Smith welcomes Mike Boyd to delve into the evolving world of automotive service. Mike, with his extensive experience in the industry, shares his journey and discusses the significant role of technology in revolutionizing automotive services.
Key Discussion Points:
1. Repair on Demand: Exploration of its comprehensive solution for vehicle diagnostics, reconditioning, and repair, emphasizing its impact on the automotive service industry.
- Extensive Repair Network: Discussion on the benefits of having over 16,000 service providers across the U.S., enabling dealerships to efficiently manage resources and capitalize on acquisition opportunities.
- Technology in Dealerships: How tools like Blue Driver Max are essential for diagnostics and real-time information, aiding dealerships in effectively acquiring and selling used cars while maximizing profits.
- Sales and Service Synergy: The importance of increasing sales through rate to buy more cars and enhancing profitability. Understanding time as a valuable asset in both service and sales departments.
- Market Evolution: How the changing market demands dealerships and software providers to innovate in buying, reconditioning, servicing, and selling cars.
- Accurate Vehicle Appraisals: The criticality of appraisals in deciding which vehicles to purchase, considering cost and infrastructure capabilities.
- Enhancing Efficiency: Utilizing technology for better appraisals and efficient execution of strategies in acquiring and turning used vehicles.
- Challenges in Fixed Ops Departments: Balancing the needs of internal and external customers, with a focus on transparency and quick service.
- Shifting Customer Expectations: Trends towards touchless interactions, clear communication, and the use of visuals for inspections.
- Software Solutions: The role of tools like Blue Driver Max Repair 360 in streamlining fixed ops department processes, saving time, and optimizing resources.
- Collaboration Across Departments: Merging variable and fixed ops teams through data analysis and regular reconditioning meetings to improve efficiency.
Episode Conclusion:
The episode concludes with a strong message on the importance of collaboration and communication across different dealership departments. Emphasizing the need for meaningful dialogue between fixed ops, sales, and service teams, the discussion highlighted how unified efforts can address issues, find opportunities, and improve processes such as acquisition strategy, reconditioning, and go-to-market strategies. The goal: increased efficiency, better understanding of expenses, and heightened profitability.
Invitation for Engagement: Listeners are encouraged to connect through the website or at industry events for further engagement and resources.
Three Key Takeaways: - Leverage Real Information/Data
- Invest in the Right Tools (e.g., diagnostic tools)
- Act on Plans and Maintain Accountability
Action Items for Listeners: - Visit Repair on Demand Website: Gather more information about their services.
- Contact Mike Boyd: For further discussion and engagement.
- Consider Blue Driver Max: For improved diagnostics and appraisal processes.
- Explore Repair 360: As a potential tool for reconditioning management.
- Schedule Regular Reconditioning Meetings: To review strategies and expenditures.
- Action and Accountability: Implement plans and establish accountability systems.
- Enhance Customer Experience: Ensure seamless and transparent interactions.
Stay tuned to Fixed Ops 5 for more insights and strategies to drive success in the automotive service industry.
Education and professional development programs are seen as crucial in acquiring leadership skills, with both Jeremiah and Eric emphasizing the need for open-mindedness during training sessions. They believe that even if one thinks they know everything already, there is always room to learn something new. Furthermore, humility combined with confidence is regarded as an essential quality for leadersemphasizes the importance of being confident but not crossing the line into cockiness when working with others
Corey Smith, the national fxed operations training manager with Apco Holdings, is joined by Ujj from My Karma in a podcast episode titled "Charging Ahead: Unpacking Strategies, AI Integration, and Having a Vision for 2024 in Fixed Ops." Ujj discusses his career journey and how he started My Karma. They then discuss why dealerships have traditionally not been able to pass surcharge fees to customers due to legal risks and concerns about customer satisfaction. However, Ujj explains that implementing surcharges can actually increase debit card usage while still allowing credit card users to enjoy benefts such as rewards points. He emphasizes the importance of being legally compliant when implementing surcharges and highlights how My Karma provides guidance and training on this topic. Corey shares his personal experience at a restaurant that charges a surcharge fee for their team-based service model. They also discuss potential cost savings for dealerships if they implement surcharges and suggest that an average dealer could save around $15k per month or $180k per year. Finally, they explore the process of implementing surcharges using My Karma's services, including training dealership staff on talking points and dispute handling. The conversation touches on the need for compliance when dealing with insurance companies who do not allow additional charges on approved amounts for extended warranties. Ujj emphasizes the importance of attention to detail in Apple's success. He discusses how Apple agonizes over every little detail, leading to a product that appears easy to use. Ujj also highlights the signifcance of detail in the retail industry and credits dealerships for their attention to detail. He then shifts focus to the trends impacting fxed operations in 2024, particularly electric vehicles (EVs). Ujj explains that EVs still require maintenance, although different from traditional cars, and predicts an increase in proftability for certain operations such as sensor recalibration. He encourages dealerships to adapt and invest in EV infrastructure. Additionally, he mentions AI advancements and its potential role in improving customer service through triaging calls and analyzing sentiments.
Sean Hartman:
● Provide an overview of Pencil Wrench and its mission in the automotive service industry.
● Highlight the value proposition and benefits of Pencil Wrench for customers and manufacturers.
● Discuss the relevance and accuracy of the data provided by Pencil Wrench.
● Share specific feedback and case studies from manufacturers demonstrating the improvement in customer satisfaction and service quality.
● Discuss the origins of Pencil Wrench and its evolution over the years.
● Highlight the time-saving benefits of Pencil Wrench for technicians.
● Mention the partnerships with OEMs and the positive impact of Pencil Wrench on customer satisfaction and dealership efficiency.
● Tease the launch of a new product for service advisors.
Joe McCue:
Timothy Lindsey emphasizes the importance of motivating and drawing out people's potential rather than trying to directly motivate them. He recommends staying in education, being well-read, and constantly reminding others instead of teaching them something new. He also advises not to get too fancy or move away from what works. Timothy highlights the signifcance of building relationships with clients and being a trusted advisor during the gaps between transactions.Timothy Lindsey discusses the skills coaching and how to apply them in one's genius zone. He mentions using assessments like the DISC assessment and Keller personality assessment to understand individuals' behavior and communication styles. Timothy emphasizes the importance of adapting communication methods based on people's preferences, whether it's auditory, visual, or kinesthetic. The effectiveness of coaching is measured by tracking agents' engagement with education, tech tools, and meetings with coaches which correlates with increased business productivity.
- Varnado Williams discusses the role of virtual portfolio management in assisting car dealerships with selling cars and achieving their goals. The service helps analyze credit and determine the best lender for each deal. It operates as a communication portal between the dealership and Varnado's team, providing real-time support to ensure a quick turnaround time and a positive customer experience. Currently, they work with 50 dealerships nationwide, focusing on delivering excellent service without diluting the client experience. The overall goal is to shorten the length of the purchase process while obtaining favorable terms for both customers and dealers. Through technology integration, they provide guidance on structuring deals correctly from top-level lenders' perspective to increase approval chances. The system assists with credit checks and loan approvals by using advanced tools that protect customer privacy while providing real-time information like an extension of live personnel inside the store.
- Varnado Williams discusses the continuous training opportunities and support provided for dealership staff using the system. He mentions that they can revisit deals, provide lending partner training, and walk through their analysis process. Williams also highlights the benefits of using the system, such as better structured deals, unbiased approach, and ethical compliance. Additionally, he emphasizes the importance of embracing technology and continuously training employees in order to deliver a higher level of customer service.
- Corey Smith thanks Earl "Sticks" Brown for sharing his story and jumps into discussing boosting customer satisfaction. They talk about the importance of retaining customers and how dealers can achieve an ROI on CSI (Customer Satisfaction Index). Earl suggests breaking down barriers between sales and service departments, fostering open communication, and introducing customers to the service department after a car purchase. He also recommends using QR codes to link customers directly to the service department for scheduling and inquiries. Corey expresses admiration for this approach as it makes it easier for customers to do business with the dealership. They discuss increasing customer satisfaction in the sales department by providing product knowledge training, answering questions about vehicle technology features, and personally demonstrating their use rather than relying on manuals. Corey appreciates this approach as he believes that visual engagement is more effective in today's consumer market. They emphasize the importance of human connection in building customer satisfaction and loyalty, which leads to positive word-of-mouth referrals.
- Corey Smith had a discussion with Earl “Sticks” Brown about improving customer satisfaction in the service department. They discussed the importance of providing a unique service experience, such as offering routine maintenance and cosmetic repairs during the same visit. Earl emphasized that this can increase customer loyalty and lead to higher resale trade-in value. They also talked about measuring results through customer feedback and surveys sent by OEMs. Additionally, they discussed creating an action plan for dealerships to enhance communication, share information between departments, and recognize employee performance. Earl mentioned the significance of retention after the three-year mark by offering services that customers can't find elsewhere. He believes that dealerships have untapped potential in dominating routine maintenance and cosmetic repairs in order to maintain a competitive edge in the market.
Steve Apicella discusses the challenges faced by sales departments in maintaining relationships with customers after a purchase. He emphasizes the importance of earning recurring customers and highlights the need for leadership and effective communication processes. Steve identifies various methods of communication used by dealerships, such as email, phone solicitations, text messaging, and postal mail. However, he points out their limitations and suggests that these methods may not effectively engage customers.Steve also addresses the architectural challenge within F&I (Finance & Insurance) departments in dealerships. He acknowledges the revenue earned through F&I menu presentations but questions whether all relationship value should solely reside there. Steve criticizes the pressure cooker environment created during F&I transactions where customers are expected to make decisions immediately.He emphasizes that exceptional customer service alone is not enough to retain customers; there must be a compelling reason for them to return. Steve mentions how this issue particularly affects service advisors who often lack knowledge about products purchased through F&I departments.Furthermore, he advocates for unifying F&I platforms across multiple providers to enhance customer experience and streamline digital engagement.Overall, Steve stresses the significance of intentionality, leadership, effective communication processes, and providing reasons for customers to return in order to foster lasting relationships with dealerships' customers.Steve Apicella discusses the use of push notifications as a highly engaged method of communication. He emphasizes the importance of using technology and user experience to enhance customer engagement and increase revenue. Steve also highlights the need for dealerships to integrate sales and service departments to provide consistent exceptional service throughout the customer's ownership experience. He draws parallels between Amazon's successful customer engagement strategy and how it can be applied in automotive retail.Steve Apicella emphasizes the importance of a unified experience throughout the entire ownership journey, from before to after the sale. He highlights that customers feel the current fragmentation and disconnection between sales and service. Corey Smith agrees and adds that delivering exceptional customer service is crucial for recurring business and revenue growth in dealerships. Steve encourages dealerships to take action, be part of the solution, and consider different perspectives to provide a positive outcome for everyone involved. They discuss ways to bridge the gap between sales and service, including intentionality and effective implementation strategies. Steve also shares his contact information on LinkedIn or Strategic Dx's website for further conversation. Overall, they stress the significance of consistent messaging, delivery, process, leadership, teamwork, training in delivering a legendary customer experience that keeps customers coming back while inviting others into their establishment.
- . Tully Williams acknowledges that change can be hard but emphasizes the need to prove that the old way is not effective. He explains the importance of focusing on driving more customers into the service drive as it pays the bills. Tully also highlights the significance of doing what is right, selling technician recommendations they would give their own family members. They discuss challenges in getting everyone on board with this new approach.
- Tully shares examples of their success in selling maintenance services rather than unnecessary repairs, which drives repeat and referral business. He mentions facing resistance from OEMs who prioritize high labor rates rather than customer satisfaction. Corey draws a parallel between Tully's ideas and "Moneyball," where unconventional strategies were initially criticized but eventually proved successful.
- They discuss setting up advisors for success by understanding technician capacity and adapting back counter ratios accordingly. The conversation concludes with Corey asking about Tully's evolution into this leadership style, which he attributes to Randy Brinkman breaking down traditional metrics like gross profit into hours-based focus.
- Tully Williams has been advocating for a new way of thinking about dealership operations for the past 20 years. He emphasizes the importance of knowing your hours capacity and tracking it daily to stay on pace. Tully believes in paying technicians for inspections and videos to ensure quality work and increase efficiency. He also discusses the impact of younger employees on the auto industry, emphasizing the need for respectful work schedules and clear succession plans.
Tully Williams emphasizes the importance of showing young people a pathway to success and how they can earn $55 an hour in their careers. He discusses different career paths within the company, such as service technicians and parts department employees. Tully also advises focusing on hours capacity and using pay plans based on the hours forecast. Corey Smith appreciates Tully's insights and asks for three takeaways from this episode, including knowing the monthly hours capacity, having written plans for all positions, and aligning pay plans with the hours forecast.
- Walt from EasyCare RV emphasizes the importance of maintaining recreational vehicles according to manufacturer's recommendations, whether under warranty or not. Corey Smith agrees and compares it to paying taxes. They discuss the benefits of prepaid maintenance plans in terms of locking in current prices and creating customer loyalty. Existing customers are more likely to try new products and spend more. The transcript also mentions how a good service experience increases the likelihood of repurchase or renewal, and discusses ways to gain customer loyalty such as offering rewards programs, prioritizing service appointments, and bundling services for added value. They also mention the importance of providing roadside assistance and other services that can save customers time and money during unexpected breakdowns while traveling with their vehicles.
Corey Smith discusses saving money and time, particularly in relation to being back on the road quickly after a breakdown. He thanks Walt from EasyCare RV for his participation and asks for three takeaways that dealership personnel can implement. Walt suggests implementing a low-cost loyalty program, offering incentives to customers, and efficient communication with service teams. Corey emphasizes the importance of delivering excellent customer service
- Corey Smith and Ron Overs discuss tips for service advisors and managers in the auto business. They emphasize the importance of slowing down and spending time with customers, as this can lead to increased sales. They also suggest going through tomorrow's business today to better prepare for customer interactions. Corey gives an example of how knowing a customer's vehicle history can help identify additional services needed. They stress the need for good communication skills, avoiding rudeness, and being consultative with customers. Ron emphasizes that success is achieved by focusing on large numbers rather than trying to sell extra products to every customer. They also mention the significance of customer satisfaction surveys (CSI) and advise setting expectations for receiving high ratings from customers. The key takeaways are to slow down, focus on building relationships with customers, and communicate effectively while striving for excellence in providing service.
- Ron Overs discusses three important aspects of customer service: getting to know the customer's expectations, maintaining eye contact, and using a clear and respectful tone. Corey Smith concludes the conversation by providing information on how to contact Ron and promoting their magazine for those in fixed operations. The episode ends with both expressing gratitude and making plans for future collaboration.
Brooke C Furniss discusses the importance of customer retention in the automotive industry. She emphasizes that acquiring customers is not a problem, but retaining them is. Brooke suggests that businesses should constantly nurture relationships with customers by personalizing interactions and staying engaged. She also talks about the challenges of using net promoter scores (CSI) as a measure of customer satisfaction and highlights the need for quality surveys that actually lead to action. Corey Smith agrees and adds that satisfaction should be measured based on factors like fixing vehicles right the first time and delivering good service experiences rather than superficial things like refreshments. Both speakers stress the significance of focusing on repeat and referral business, investing in employee training, and prioritizing customer needs to set themselves apart from competitors.
● Trevor Houston shares his experience in the auto industry, discussing his interactions with a finance director named Brian Craig and his struggle to move up due to politics. Eventually, he decides to leave and transition into financial services. Trevor faced challenges in this new field but persevered by adopting a positive mindset and helping others. He created The Who You Know Show as a platform to connect job seekers with resources and support in the Dallas Fort Worth area.
● Trevor Houston started his career-focused podcast, but later realized the need for mindset development. He began inviting motivational speakers and the show has evolved into a career and business podcast with a focus on self-development. The podcast aims to help people who want more out of life in areas such as career, finances, and relationships. Corey Smith appreciates Trevor's work in changing lives and bringing important topics to light during challenging times like the COVID pandemic. They discuss the importance of mindset in achieving success and overcoming obstacles. Trevor shares his experiences helping job seekers during the pandemic and how it taught him valuable lessons about priorities and gratitude. They also mention an episode featuring Chris Gronkowski, where they discussed the importance of figuring things out, taking action, and not relying on others to do it for you. However, they highlight that many people tend to make excuses instead of taking uncomfortable actions that lead to growth.
● Trevor Houston initially took it personally when his teaching strategy didn't work, but he realized that people need to have a personal investment in order to pay attention. The more they pay, the more engaged they are. He discussed this with Corey Smith and praised Chris Gronkowski's insight on the topic. Trevor also shared his plans for future episodes of his podcast, "The Who You Know Show," where he aims to bring on big names like Tony Robbins and Joe Rogan. They concluded by discussing the importance of setting goals, seeking help from those who have already achieved what you want, and being comfortable with discomfort. Listeners can connect with Trevor through LinkedIn or visit his website for more information about his financial practice and podcast.
● Corey Smith concludes the episode by thanking Trevor Houston for being a guest and asks if he will return in the future. Trevor enthusiastically agrees and expresses his appreciation for the unique question. They both express their admiration for Vito, who made a significant impact on Trevor's show. Corey mentions wanting to learn more from Trevor about mindset and human behavior, as it is a powerful tool that he wants to teach his advisors. Both agree to support each other and look forward to collaborating again in the future.
● Adam Yoder suggests that dealers should consider implementing rewards programs to drive traffic back to their stores. He uses examples of companies like Chick fil A and Starbucks to demonstrate the effectiveness of such programs. Corey Smith agrees, emphasizing the importance of making the dealership stand out from competitors in order to attract customers. They discuss the benefits of offering prepaid maintenance as part of an Advantage program, as it helps build customer retention and loyalty. Other potential products include cosmetic policies for fixing dents and dings, key replacement, and upgrading warranty terms. Adam emphasizes that these offerings need to be communicated with excitement by salespeople in order to make customers feel more comfortable during the buying process. The goal is to provide a positive experience that leads to long-term customer satisfaction and increased profits for the dealership.
● Adam Yoder discusses the importance of introducing an Advantage program to customers and highlighting its benefits. He emphasizes the need for customization based on customer preferences and demonstrates how it can be used in negotiation. Corey Smith adds that staff training is crucial, emphasizing the importance of consistency and unified messaging across departments. They also discuss marketing strategies for promoting the Advantage program, including website banners and third-party sites. Ongoing training and involvement from sales managers are necessary for successful implementation and a cultural shift towards value selling. The ultimate goal is to build relationships with customers, drive retention, and grow the business.
Adam Yoder advises dealers to take advantage of the opportunity and not wait to put a program together. He offers his assistance and encourages anyone interested to reach out to him. Corey Smith emphasizes the importance of delivering a legendary customer experience and highlights their ability to provide tools, knowledge, and training for dealership success.
Corey Smith interviews Arnold Gacita, president of Petra Automotive Products. They discuss their podcast and what the title of the episode will be. They also talk about the tech shortage in dealerships and ways to retain technicians. Additionally, they touch on how profits can create goodwill. Arnold shares his 32-year history in the automotive industry and how he started his own company. Finally, they discuss Petra's culture and their work with OES while being in 38 countries with over 360 products available at around 4200 dealerships nationwide. Arnold Gacita talks about the charity called Petra Cares that he and his team started. They aimed to help foster kids exiting the foster care program, who are mostly homeless or dead in jail within three years of leaving the program. The charity provides free training as level one mechanics for these disadvantaged youths, and dealerships offer them jobs once they graduate from the seven-week course. This initiative aims to change lives not only for those individuals but also for their future generations by providing them with purpose and hope. Arnold Gacita discusses the impact of showing love and support to foster care children through vocational training. The initial program is for automotive technicians, but the plan is to expand into other industries such as dental and medical assistants. The shortage of skilled workers in these Felds is attributed to a focus on four-year universities over trade schools, which has resulted in an aging workforce that is retiring faster due to COVID-19. To address this issue, Arnold's foundation offers free tuition, transportation, childcare services, and $150 weekly stipends for students attending their programs. Donations are welcome to help fund more classes and expand into additional industries. Arnold Gacita discusses the need for more vocational programs in high schools and mentoring opportunities within dealerships. He emphasizes the importance of looking outside oneself, helping others, and offering retention bonuses to encourage master technicians to stay longer. The impact of their work on foster kids has even affected non-believers, causing them to question their beliefs. The conversation ends with plans for a three-way call with Dante and Corey Smith.
Corey Smith and Walt Burns discuss the importance of setting up a service team for success in the RV industry. They suggest introducing customers to the service team during their purchase, making follow-up appointments, and offering prepaid maintenance plans as ways to retain customers. The dealers can entice customers with discounts on services or parts and accessories. By using these tools, they can increase customer loyalty and keep them coming back for more services. Walt discusses the importance of prepaid maintenance to retain customers and drive service loyalty, backed by hard data. He also emphasizes the need for open communication between sales, business department, and service department to unlock full potential. Setting the right expectations for service delivery is critical, including scheduling appointments ahead of time. Walt suggests upselling Easy Care extended service contract during inspection to eligible customers as a profitable revenue opportunity. Lastly, he highlights their complimentary recruiting platform that helps dealerships find qualified staff easily. Three key takeaways include introducing every customer to the service department, setting realistic expectations upfront, and exploring innovative ways like upselling Easy Care contracts or leveraging recruitment platforms in driving dealership success. Walt discusses three crucial elements for successful customer service in the dealership industry: making basic non-negotiables a priority, implementing a prepaid maintenance plan to increase customer loyalty and satisfaction, and utilizing extended mechanical coverage through an easy care recreational vehicle service contract. Corey praises Walt's insights and emphasizes the importance of cohesive teamwork to deliver legendary customer experiences that drive revenue. They discuss upcoming workshops and conventions to spread their message further.
Glenn Lundy
Glenn Lundy and Corey Smith discuss the importance of celebrating people in a dealership to get more out of them. They also talk about leveraging the service department in the sales process to increase value, and suggest that dealerships should ask customers what they want instead of assuming. Lundy emphasizes raising the standard of average for dealership employees and holding everyone accountable to it as a way to improve team cohesion, customer service, and revenue.
S2 E15 Fixed Ops 5 Episode Description In this latest episode of Fixed Ops 5, host Corey Smith chats with Dealer Consultant AJ Holst about training and what manufacturers want from franchise dealers. Want industry insight from leading voices? Tune into Fixed Ops 5 to get the scoop.
After the grind, you get the reward. You’ve been promoted, but now what? If you’re wondering how you can level up your professional prowess, then Fixed Ops 5 is here to give you guidance. In this latest episode, host Corey Smith sat down with Fixed Ops Director Joe Chambers and Service Manager Erick Jauregui to talk about overcoming obstacles, leadership, and the top five things to do once you get promoted. Tune into Fixed Ops 5 on Spotify, Apple Podcasts, or wherever you listen, so you never miss an episode!
It is no secret that the last two years have reshaped the automotive industry. Especially with part shortage, a high demand for labor, and an increase in electric vehicles, the world of automotive technicians is getting smaller. The Takeaway So, where did all the technicians go? They are either finding new careers, retiring, or not utilizing their skillsets to their fullest potential. Dealerships and repair shops will need to adapt to the labor demand and shortages and offer more incentives to attract and keep technicians. As EVs continue to gain traction on the road, it is imperative that technicians can best service those vehicles. Education is paramount and offering training for technicians is priceless. Want to get the latest industry insight from Fixed Ops 5? Then check out our YouTube channel for full video interviews. Tune into the podcast on Spotify, Apple Podcasts, or wherever you listen, so you never miss a new episode. Hit Play to listen to the full episode now.
Automotive Year in Review As Fixed Ops 5 celebrates its first anniversary, we look back on the last year in the automotive industry. Though a pandemic and part shortages threw a wrench in 2021 with shipment delays and closed showrooms, the last year has shown to be resilient to the ever-changing automotive world. Corey Smith, host of Fixed Ops 5, recently spoke with various special guests who provide incredible insight to the last year of the automotive industry. Read on or listen to the full episode of Fixed Ops 5 to learn more!
The Takeaway The last year in the automotive industry has been an unpredictable ride. Through the uncertainty, dealerships and manufacturers continue to adapt new ways of connecting with drivers. As we progress through 2022, there is sure to be more exciting industry shifts on the horizon. Want to get more insight from These special guest? Hit Play to listen to the full episode now. Then check out our YouTube channel for full video interviews. Tune into the podcast on Spotify, Apple Podcasts, or wherever you listen, so you never miss a new episode
In the early months of COVID, the automotive industry came to an abrupt stop. The pandemic forced production plants to shut down, contributing to severe part shortages. Showrooms that were once filled with potential buyers became desolate, causing dealers to scramble for innovative ideas in unprecedented times.
According to NADA, new-light vehicle sales in 2020 dropped 14.7% compared to 2019.
Now, two years later, the automotive industry is in an upswing. Tony Wanderon, CEO of National Auto Care, recently spoke with Corey Smith regarding the future of the automotive industry and how dealerships can keep up.
The Takeaway Dealers and F&I providers have adapted and remained resilient over the last two years. Now there are new ways to continue growth, and EVs have played a role in igniting a bright future for the automotive industry.
Want to get more insight from Tony Wanderon? Hit Play to listen to the full episode now.
Then check out our YouTube channel for full video interviews.
There's a lot of interest in the BDC because of its ability to drive traffic. But, over the last two years, dealerships haven't relied on it because of low inventory and high profits. Since we're coming out of the COVID pandemic and vehicle inventory is returning, the success of the last two years will start to disappear, and your BDC will become necessary. Now what? The Takeaway Where do you start to have a successful BDC if you're a service advisor, agent, vendor, or someone in the dealership leadership position? There are some things that Shawn Armorer recommends:
Be more concerned with your trajectory than your month-to-month. Success is a marathon, not a race. Don't be afraid to seek out professional help with your BDC and employee training.
Want to get more insight from Shawn Armorer on making your BDC successful? Hit play to listen to the full episode now.
The Takeaway So, what can a service advisor or dealership leader take away on making a BDC more successful? Armorer recommends: • Train BDC employees to go after the opportunities right in front of them and learn from successful employees in other departments. • Leadership can do better: We're too busy trying to solve short-term problems in ways that have long-term adverse effects. Start with making the onboarding process better. Have a pathway for growth and create leaders. • Start having fun: Dealerships have over 45 percent turnover, so something is going wrong. Guide the new post-COVID profits the dealership makes into better training and happier employees.
Want to get more insight from Shawn Armorer on making your BDC successful? Hit play to listen to the full episode now.
Finding technicians for the dealership service department hasn't always been easy but it’s getting more difficult. As dealerships transition out of the pandemic and prepare for servicing EVs, they'll be hiring for current needs and sourcing an utterly new type of service technician.
And it's an issue that the entire auto industry is facing. Dan Beakey, Service manager at Chrysler Jeep Dodge Ram in Dartmouth, Massachusetts, joins Corey to discuss the challenges of locating service techs for current ICE vehicles and how to keep them.
Beakey also addresses the greater need for a hybrid IT automotive mechanic needed for the new EVs. The next decade will be a brave new world, but Corey and Dan offer tips on how to prepare.
Want to get more insight from Dan Beakey on the coming technician shortage crisis? Hit play to listen to the full episode now.
Paul Meijer discusses his business, DealerVendorMatch.com, and what 41 years in the automotive industry have taught him about customer service. In this chat with Corey Smith, Paul talks about why dealerships need to be open to change and how they should adapt to the needs of today's customers.
Who is the new customer and why do dealers need to adapt? The wants and needs of automotive customers have been changing rapidly over the last few years. Covid kicked a lot of those changes into high gear. The customers that dealerships have now aren't like the customers they had a decade ago, but dealerships tend to be set in their ways. They want to keep doing business the way they've always done it because that's the way they've always been done.
That's not going to work with today's customers. Dealerships need to listen to what these customers want and adapt to their needs. It's the only way to keep a dealership going.
Takeaways Paul offers a few more pieces of advice about how dealerships can adapt:
● Try something. If it fails, try something else. But be open to trying new things as a dealership and see if the customer reacts to them positively. If they don't, you can try something new.
● Practice continuous improvement. Take ownership of who you are and what you do so you project confidence and the customer knows they can trust you with their vehicle and their money.
Want to hear the full story about what Paul has to say about adapting to the needs of today's customers? Hit play and listen to his full episode with Corey now.
Get the parts department aligned with other departments in the dealership. After all, they're all working together to produce the same result. Start by holding meetings together and have the teams swap and shadow each other. Encouraging all the departments to work as a single team will also enhance the experience for your customers: when they work together, the departments are all speaking the same language and showing the customer a unified front. This is something customers are looking for and will respond positively to.
A calendar year is a convenient timeframe for measuring goals, but that doesn’t mean that the end result is the only thing you should celebrate! Since you’ve already determined the actions your dealership will take to achieve your goal and how you’ll measure success throughout the year, choose milestones along the way and mark their achievement. Taking the time to acknowledge milestones demonstrates meaningful progress toward the end goal; it is easy to lose sight of the bigger picture in the din of day-to-day work obligations, so calling out these achievements for your team is key in drawing their attention back to the long-term goal. Celebrating key milestones also lets your team know you value their contributions and hard work, which helps keep them engaged with the end goal as well as the business and its success.
Want more insight from Zach about keeping your team engaged with goals? Hit Play NOW! And Listen to his full interview with Corey
Gaining more knowledge in one’s field of work is a worthwhile end in and of itself, but when it comes to improving your service drive’s performance, measuring the results of training is a must. This is especially true if the goal of a training topic is to improve specific KPIs. Evaluating the success of training involves knowing what areas of performance you’re trying to improve, having a quantifiable measurement of performance in those areas before training takes place, and quantifying them again after training is complete. Measuring the results of training isn’t the end of the process: what your team learns in training needs to be reinforced after the fact. This can be done via check-ins with managers or by revisiting the topic(s) in role-play scenarios or worksheets, or another approach that works best for your team. However you support and follow up on training, it is a key part of helping your service advisors grow, learn, and make your service drive that much more successful.
Hit Play NOW! To listen to Corey Parker and Corey Smith talk about training your teams!
It’s that time of year again: the holidays are upon us! The holiday season brings with it a natural period of reflection and feelings of gratitude for our triumphs—personal, professional, or otherwise—over the course of the past year. When it comes to embracing this aspect of the holidays in a professional sense, it is especially important for leaders to demonstrate their appreciation for their team(s) for a year of hard work and achievements. Every business is different, and fortunately there are many ways for managers and leadership to demonstrate their appreciation for their teams. Particularly now, with COVID remaining a part of our working lives in the form of PPE or dealing with economic challenges resulting from the pandemic, acknowledging everyone’s hard work is that much more important for fostering a climate of engagement and camaraderie. When employees feel valued, they will be more invested in the business’s success and be more likely to stay with you long-term.
Want more insight from Eric? Hit Play now and listen to his full interview with Corey!
To construct a culture of high development, start at the very top with the purpose your executives define and operationalize. Their attitudes, beliefs and behaviors about purpose will cascade -- what they believe, everyone will come to believe. Engineer a communication network that carries those values into the lived experiences of workers. Draft a plan that shepherds employees' development, with an eye toward their strengths, throughout their entire career. And, above all else, teach managers how to engage workers. Half of all workers have left a job to get away from a manager at least once.
Do your most talented employees know the purpose of your company? Do they know what their next steps are? Do their managers acknowledge their excellent work and look for ways to leverage their strengths and stretch their capacity? Are they part of a network of people who champion development? Are they engaged? Are they bored?
Want more insight to these questions from Zach? Hit Play now and listen to his full interview with Corey!
While a lot of focus is placed on dealerships retaining customers—and rightly so—employee retention should be equally important when reviewing how to improve your store’s profitability. The data is clear: engaging and retaining employees is a must for any successful business. But how can dealerships improve this part of their operations? It starts with understanding the importance of employee engagement and retention, and what today’s workers need to connect to their jobs in a way that benefits them and you. Want more insight from Steve about optimizing keep your team engaged? Hit play now and listen to his full interview with Corey
If all your team hears is “sell, sell, sell!” they aren’t hearing why they should care about the success of the dealership or their teammates, or the satisfaction of their customers. Put another way: if your customers are only giving your store high survey marks because your employees say it will help them keep their jobs—rather than because they actually had a good experience at your dealership—what does that say about your business to your staff? To your customers?
Having established why employee engagement and retention are important, the next step is to figure out how to increase these metrics at your dealership. While the action items themselves may sound simple, committing to them is something your store’s leadership must be motivated to do continuously in order to achieve meaningful results. Employee engagement cannot be a once-a-year initiative: it is an ongoing practice that, when done well, will build a stronger connection between your business and the people who help make it a success. Ultimately, your employees and customers will be happier and will want to continue their relationships with your dealership for the long haul.
Want more insight from Steve about maximizing employee engagement? Hit play now and listen to his full interview with Corey
When it comes to Fixed Ops, the management team often thinks of the service department first and the parts department second. But the parts department is often the largest asset a dealership has, carrying an average of $1.2 million worth of inventory. If you had $1.2 million lying around, wouldn't you want to manage it to the best of your ability? Absolutely, and that's what Kaylee Felio helps parts departments do. She works for Parts Edge, a service that helps parts managers deal with the day-to-day demands of their job while managing their inventory better. Kaylee started with the Parts Edge team after high school, and today, she is the Sales and Marketing Manager. She works directly with parts departments across the country to help them optimize their inventory management and boost their bottom line.
Want more insight from Kaylee about optimizing your parts department? Hit play now and listen to her full interview with Corey
In our first episode on recalls, we talked with Sean Reyes, the Chief Marketing Officer of Recall Masters. Sean discussed the current recall crisis and how service departments can use it to bring in new customers and increase revenue. Sean returns to the podcast in this episode to talk about:
The laws surrounding selling used vehicles with open recalls
Who has the responsibility for recall repairs
What dealerships can do to get more customers in for recall repairs.
Three Key Takeaways About Recalls
Recalls are a problem that isn't going away. Data shows that more dealerships and consumers are taking action, but the numbers are still way below what they should be. Recalls are piling on top of recalls from previous years.
The scariest variables are the recalls coming from software and electronics. These technologies govern driving, braking, and vehicle operation. If one in four vehicles on the road has a dangerous recall involving key vehicle operations, it's a very scary scenario. And that's not even taking self-driving cars into account.
This is a critical moment. There is a shortage of parts and a lack of technicians. But there are positive changes accelerated by the pandemic, such as mobile repair and vehicle pick-up and drop-off. Dealerships need to embrace these changes instead of trying to return to a pre-pandemic way of working. These new processes can win back customers from independent shops and evolve the recall department to be a revenue driver in the future.
If dealerships and consumers don't get the recall issue handled soon, it's likely more federal and state legislators will get involved in the next five years. We can avoid this by simplifying the process for consumers and making compliance a keystone of the process. Dealerships that want to handle recalls more effectively for their customers can reach out to Recall Masters. The Recall Masters team can offer advice and education to help dealerships share success within the industry.
Hit play now to listen to the full interview with Sean Reyes and get more insights into how your service department can take advantage of the recall crisis.
One in four vehicles on the road today is affected by a recall. For dealerships, this means a lot of extra work for customers you don't currently have a relationship with and who are only coming to you for a free service. To many business owners, this can seem like a nightmare. But if you view recalls as an opportunity to wow a customer and potentially convert them into someone who will come back to you again and again, recalls can be a great way to grow your customer base. In this blog, we'll learn from Recall Masters CMO, Sean Reyes, who shares the things dealerships may not know about recalls and how to take advantage of a huge opportunity to bring revenue into your service department while makindg the roads safer for everyone. To find out more just hit play.
Sometimes your F&I and Service departments mix like oil and water. But for service advisors and managers, there is a lot to gain by learning how to mix well with their up-selling counterparts in F&I. In this blog, we learn from seasoned dealership pro Chris Wilson. Chris has been in the car business for over 15 years, including 12 years in the F&I department. He offers advice on how to get service and F&I departments to work well together, with the ultimate goal being providing an optimal customer experience and a more profitable business.
Three Key Takeaways Chris says that when it comes to service and F&I, the key takeaways are:
• The last thing you ever want is for a customer or other employees to see two departments bickering over something. The goal should be to learn to work together and create a united front in the public eye. • Get on the same playing field as your team members. That means having a better understanding of what they do and what they go through on an average day to meet the needs of the customer. • A culture of teamwork starts at the top. When the leadership can create that culture, it will help every department thrive. Sales may sell the first vehicle, but services sell the rest of them. The service department is what keeps customers coming back to the dealership. When the customer is ready to buy another vehicle, that dealership is the first place they'll go. This means each department is dependent on each other for long-term success. When departments work together, they grow and become more profitable. At the end of the day, it's about making the dealership money and satisfying the customer. Want to hear more about creating a culture of unity between service and F&I? Listen to Corey's interview with Chris by pressing play now.
You might be a good service advisor. You've heard it from your supervisor, your customers, and your team. But how do you go from being a good service advisor to being a great one?
In this episode, Corey interviews Erick Jauregui, a service manager for two Chicago dealerships. Erick started as a porter and worked his way up to his current management position, where he's now teaching other advisors how to go from good to great. Here, he shares his key tips for service advisors who want to take their profession to the next level.
The Key Takeaways One thing to keep in mind is that you can't please everyone all the time. You are going to get bad survey results; it happens to everyone. What's important, though, is that you don't focus on those bad surveys. Focus on delivering authentic, genuine service through your process and the surveys will take care of themselves.
Erick says the three most important takeaways for a service advisor are:
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Have the process work for you.
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Invest in yourself. You're worth it.
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Know your potential.
As a service advisor, do you want to show up and punch in and out, or do you want to make this a profession? If you behave like a professional, you'll get paid like a professional. Be willing to do the work and make the sacrifice, and it'll pay off.
Want to hear more about what Erick has to say about becoming a great service advisor? Hit play now and listen to his full interview with Corey.
Russel B. Hill: With inventory dwindling, revenue is taking a hit. However, with time-saving technology, you can convert your existing customers to new services. Hill suggests giving your service department the technological tools for success and bring everyone up to the 21st Century.
In a recent interview with Corey Smith of Fixed Ops 5, Russell Hill discussed educating consumers through video technology and converting them with embedded coupons.
For 30 years, Hill has represented the most successful marketing companies in the automotive industry and is Founding Manager & Partner of Fixed Ops Marketing, a dealership marketing software provider focused on increasing revenue per RO through videos.
Jim Roche: Look to the warranty business for service department growth in 2021
As vehicles become more complicated, repair orders are stacking up on your desk. Jim Roche suggests letting your service department drive dealership profit by turning those stacks or RO's into piles of cash.
The past year has been stressful in the dealership world, but post-COVID, owners are discovering it's a great time to be a dealer. Service has returned to pre-COVID levels, and dealers are getting better margins on car sales.
But there are storms on the horizon. Inventory is shrinking due to the current chip shortage, and buyers are finding fewer new vehicles to purchase. Even though the used-car market is exploding, it will eventually cool off and consumers will see that selling their used car puts them in a bind for finding a replacement.
As the hot market cools off, low sales margins will return, and dealerships will be looking to service to drive profit for the long term. Since luck always favors the prepared, are you ready for what's coming?
August 5th Fixed Ops 5 an National Auto Care podcast is proud to present Russell Hill Founding Manager & Partner of Fixed Ops Marketing.
Join National Auto Cares Fixed Ops Training Manager Corey Smith and Russell Hill as they talk about the Chip shortage and how to bring your dealership in the 21st century by using video technology, educating consumers before they even make an appointment. The Fixed Ops 5 podcast with your Host Corey Smith can be found on apple, Spotify and the video version can be found on YouTube along with a blog about each show https://www.nationalautocare.com/news
If you would like to be a guest on the podcast please email Corey Smith at csmith@nationalautocare.com
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These days, you've probably noticed that there's a lot of stress on your F&I department. After all, they're the ones that work on nearly every single sales deal that goes out your door. As with other departments, it's important that your F&I department doesn't function on its own island; this is for the good of the F&I department and for the store. Ever since F&I became its own entity within dealerships, there has been a tendency for an invisible disconnect to develop between that office and the service department. The Disconnect Between F&I and Service Let’s get hypothetical: say your F&I manager sells a “bumper-to-bumper” service contract to a new customer. Six months later, the customer returns to the dealership with what they believe is a covered repair. A service advisor reviews the situation and determines that the repair isn't covered by the service contract after all. Suddenly, you've got an immediate conflict between departments that can cause internal animosity—and serious customer satisfaction problems. If this disconnect isn’t resolved quickly and effectively, it will almost certainly lead to lower sales in both departments and poor customer retention rates. This gives the F&I team, the service team, and the sales team fewer customers—and therefore fewer opportunities to make sales. Furthermore, if enough customers have a negative experience like the above example, they are likely to tell other would-be customers not to bring their business to your store. It’s a lose-lose. If you would like more information on this topic, or our training please send me an email. To be a guest on the show send an email. Corey M. Smith National Fixed Operations Training Manager csmith@nationalautocare.com NationalAutoCare.com
Turning In-Store Competition into Cooperation, Driving Retention
Marketing to customers that already know and trust you is much easier and more cost-effective than engaging in regional blanket marketing campaigns sent off to the general masses. While it doesn't completely replace campaigns targeted toward new customers, it certainly produces a much higher ROI. This begs the question: if retention is so important, why do so many dealerships have disjointed departments that aren't effectively working together as a whole toward that goal?
One of the major reasons is that employees are hired to do a specific job within a dedicated department. They don't necessarily have clear sight of the big picture: all their time is spent training and learning their specific role within the dealership without learning how their job impacts the business as a whole. Because of this, animosity can develop between departments. The service manager may get frustrated with the sales department because they over-promised on what could realistically be delivered. Conversely, the sales department may get frustrated with service because they feel like they never want to help them out; they may feel like all they get from the service department is a lot of attitude.
Corey M. Smith
National Fixed Operations Training Manager
NationalAutoCare.com
csmith@nationalautocare.com
July 20 fixed ops 5 a National Auto Care podcast is proud to present special guest Jim Roche A 2 time author and 30 years of experience in the fixed operations department Jim Roche will talk about his experience and the latest trends heading into the next few years. The fixed ops five podcast can be found on Apple Spotify and the video version can be found on YouTube if you would like to be a guest please email Corey Smith At csmith@nationalautocare.com NAC’s Fixed Ops 5 podcast Powered by passion
Service Experience Critical to Creating Loyalty
For many dealerships in today's market, there is a disconnect between departments. The sales, service and parts departments are all run in separate ways, preventing your dealership from operating as one fluid and successful entity. It's not until you're able to combine each part of the business into one powerful, unified force that you'll begin to earn customers that will keep coming back year after year.
Multi point inspection what does it mean from the customers point of view why would the customer want a dealership to perform a multi-point inspection what is the goal of the multiple inspection from the service department‘s point of you. Both of his questions can be answered very easily the goal from the customers point of you is to know their vehicle make sure it’s safe reliable dependable performs and also protects their investment. The goal of the multi point inspection from the dealerships service departments Point of you is letting their customer know what’s going on with their vehicle creating a need and showing value.
The multi point inspection gives the service advisor a tool to present. Service advisor have to remember that they’re always on stage and they’re giving a performance the multi point inspection allows the advisor to go through a report just like a doctor would when you go in for a physical. The art of learning what the customers desires are and then create the need based on those desires. There are four basic desires 1. is safety 2. reliability/dependability 3. performance and 4. protecting their investment these four desires are the only requirement of the customer coming to the shop. The multi Point inspection Is vital for successful relationship between the customer and the advisor.
Just the facts: How to successfully present a multi-point inspection
Vital Statistics: Year, Make, Model, and Mileage
It may sound funny, but most customers who come in for service don't know the year, make, model and mileage of the vehicle they drive every day.
How to leverage technology to achieve getting the Multi-Point Inspection to the customer as fast as possible.
Hey Check this out: National Auto Care has a new podcast! Called Fixed Ops 5!
What is it about?
Glad you asked! It’s an inside look at the Fixed Operations and F&I Departments within a car dealership. With an exciting industry guest in every episode, we’ll take a closer look at high impact Items in the service drive that can help each department become better and give the teams a voice. Tune in, on the 5th and 20th of each month, and subscribe to make sure you never miss an episode. You can even submit questions and be a guest on the show!
Gain a higher knowledge of the dealership with Fixed Ops 5.
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