Smoke & Burn: Recent Episodes
Nick Willey
A biweekly discussion of the automotive service industry hosted by BG Products field trainer Casey Greseth.
This week on Smoke & Burn, I catch up with Caleb Tingle, the sales manager for Premaco Inc. in Georgia. Caleb and I had a great conversation about the roles that "fun and convenience" play in a service advisor's success, structuring menu packs that service staff buy into, and utilizing contests and promotions to save a failing program. I'm excited to take some of these ideas into my accounts, and I think you will be, too!
Todd McCallum is the Fixed Operations Director for the Walker Automotive Group in Alexandria, LA, and the former Fixed Operations Director for the LaFontaine Automotive Group in Detroit. Todd has been in the automotive industry for 30 years, and has worked in partnership with BG to build many successful maintenance programs. In this episode, Todd and I discuss the many challenges and opportunities facing service advisors and technicians, the importance of process on the service drive, finding a comfortable balance with maintenance sales, and the future of automotive service. This was a really interesting discussion, and it gave me a great perspective on how to implement effective, sustainable, and profitable practices within a dealership!
This week, I'm joined by Brett Baker, owner of Sandler Training in Springfield, MO. Brett works with many different BG distributorships across the country, helping them develop and implement a unique sales process using Sandler Training methods. In this episode, we discuss alternatives to the feature/benefit method of sales, upending the customers expectations of what a sales call should sound like, permission based selling on the service drive, and many of the interesting rules that the Sandler Training system uses to govern interactions with customers. I found this to be a fun and thought-provoking conversation, and if you enjoy delving into the theory behind sales methods, I think you'll enjoy it, as well. If you would like to learn more about Sandler Training, visit www.sandler.com, or if you want to get in touch with Brett directly, reach him at bbaker@sandler.com.
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Rob Leary is the Director of Sales for SmartVMA, Eastern US/Canada, and has been in the dealer software and technology industry for most of his career. In this episode, he and I discuss DMS trends across the industry, best practices for building menus and structuring package content, sales techniques, accountability measures you can apply in your territory, and his predictions about where the industry is headed. Rob will be kicking off the Fixed Ops Roundtable presented by Ted Ings on April 17 at 10am Eastern, and is one of many interesting speakers lined up for this event. Check Dashboard for a link to the conference, and stay safe out there!
Dan Hickey is the service manager at Subaru of Wichita, and a fixed ops trainer for the Eddy's Group, a collection of 8 dealerships in Kansas, Missouri, and California. He has worked in the automotive industry his entire life, holding just about every position within a dealership. In this episode, Dan and I discuss the importance of establishing processes within the service department, ways to motivate technicians and advisors, the metrics he studies on a regular basis, and the importance of managing by example. I'm very happy that Dan took the time to be on the show, and I think you'll really appreciate his perspective on running a successful service department!
I'm putting out more frequent episodes for everyone that's under quarantine, right now. Subscribe to the Smoke & Burn through your favorite podcasting app so you don't miss an episode. Stay safe, friends!
Ryan Holley is a sales rep for Fox Distributing in southwest Florida, and an automotive industry veteran with over 12 years of experience. Before coming to BG, Ryan managed the service department at a very large, very successful dealership, and in this episode, he shares some insight on the service department structure and processes that helped his store climb to the very top of the ranks. We discuss advisor and technician pay plans, managing the constant flow of quick service customers, the ever-evolving advisor sales process, attracting, growing, and keeping quality technicians, and all of the contributing factors that took his store from an abysmally low maintenance penetration to one of the strongest in the region.Whether you are new to working with dealerships or a seasoned professional, you're bound to take away some things from this episode!
Charlie Polston of LSI Oklahoma is a BG veteran of over 38 years. He is a renowned trainer, speaker, and frequent contributor to automotive publications. Charlie helped found BG University, and was influential in establishing many of the training techniques and tools still in use, today. Charlie and I discuss using OTR+ to promote an MOA autopour program, leveraging the multipoint inspection to increase maintenance sales, and establishing credibility in the eyes of customers as a business consultant. I really enjoyed this conversation, and it got me thinking about the ways that I can do a better job at MPI training. I think you'll feel the same way!
Clint Campbell is a sales rep for Walton Distributing, and he and his partner, Rick Biosiolli, cover dealerships and independents in northern San Antonio. Over the years, Clint and Rick have developed one of the best territories in the country, maintaining steady growth for years on end. In this episode, Clint and I discuss the undeniable effectiveness of the mentor/apprentice training model, the importance of working a level up in your accounts, and using contests and promotions to drive sales and engage service advisors and technicians. This was a fun episode, and I think it will inspire some great ideas for your territory!
Be sure to check out our BG brother Colby Keeling on Spotify, Apple Music, or your favorite streaming app!
Two years ago, Chuck Butler, a distributor in Nevada, packed up his family and headed north to Alaska. The territory came with a unique set of challenges. It's remote, traffic is seasonal, many of the new car dealerships are owned by distant groups with contractual obligations, and with only a handful of active accounts, it needed a lot of hard work and determination to turn it around. However, Chuck has leveraged his many years of experience building successful territories and distributorships reintroduce BG to a group of customers who desperately need it. In Episode 9, join us as Chuck recounts the story of how he came to own BG Alaska, the many challenges he's faced in this unique part of the country, and some of the cool experiences he's had as a result of his relationships with customers!
Nick Willey is a business development manager for Wagonmaster Washington, and a former BG Elite sales rep. In this episode, Nick discusses the importance of self-reliance, the necessity of discomfort, and some practical ways to move the needle in a SmartVMA account. Whether you are new to sales, or simply feel like you're treading water, the principles Nick conveys are absolutely fundamental to success!
This week, I'm joined by Mike Keene, Director of Sales for BG Nebraska and BG Minnesota. Mike is a proficient sales trainer, a student of the automotive industry, and a relationship management expert with over 16 years in the BG business. In this episode, he shares some insight into his approach to training, the value of connecting with every customer, and the effective customer service techniques for advisers and technicians. It's a new year, and there's no better time to reevaluate your you approach with customers. I think this discussion will get your wheels turning!
ALSO, I'm in the process of collecting stories about demos gone wrong. Send your video, audio recording, or written account to smokeandburnpodcast@gmail.com for a chance to be featured on the show!
Spiro Morogiannis is a sales rep that manages an independent garage territory in Oklahoma City. He has positioned himself as a technical specialist, an industry expert, and a business adviser within his region, and has experienced considerable growth, over the past couple years. In Episode 6, Spiro discusses his approach to organizing his expansive territory, the efforts he has made to establish himself as a business and process consultant to his stores, and the creative ways in which he uses BG programs and support tools to build sustainable programs within his accounts. You better grab a notebook, because this podcast is packed to the gills with practical information that you can put to use in your territory or distributorship!
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Staying connected with your customer base is a neverending battle. In a time when increasing website traffic or getting people to open marketing emails is next to impossible, social media is an indispensable tool that can help you maintain presence in your territory, and forge deeper connections with your customers. However, effective social media marketing involves more than just creating an account and posting a status. Don't feel bad if the in's and out's of producing content, encouraging interaction, and bolstering your reach has left you feeling like you're spinning your wheels. It's... complicated. So, this week I talk with three professionals who shed some light on how to make the most out of your social media activity.
Danielle Wallace is the Content Strategy Manager for BG Products. Danielle and I discuss the incredible potential that social media marketing represents for BG sales reps and distributors, and the goals and direction of BG's own social media presence.
Sophii Donnay is a social media marketing consultant who helps creators and small businesses increase their online footprint, spread brand awareness, and reach new potential customers using Facebook, Twitter, Instagram, and Snapchat. If you would like to schedule a consultation with Sophii, email her at ohmysophii@yahoo.com.
Shaun White, who you might know as "Buffalo BG," is a sales rep from western New York. Shaun has built one of the most successful BG Facebook accounts around, which he uses to build his own brand, educate customers, and reach potential new clients. It has become an invaluable tool within his territory, but his practical experience with what does and doesn't work online is just as important.
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This week, I'm joined by Mike Lasuzzo, co-distributor and general manager of BG Services Arkansas. Mike was recently awarded the title of "BG Products Rookie Distributor of the Year" at the 2019 Distributor Convention in recognition of his insurmountable first year growth! Mike has spent many years helping service advisors, technicians, managers, and shop owners create and implement results-driven processes and procedures into their business and daily routine. Join us as we discuss the "Sandler Behavioral Triangle," creating a structure of accountability in your stores, and our perspectives on word track training. Don't forget to subscribe, rate, and share your thoughts in the comments section!
Dan Smith is a Field Trainer for BG Products and former BG Elite sales rep. He was one of the first (if not THE first) sales reps to sell over a million dollars calling strictly on independent garages. However, he now works with reps all over the country, helping them develop programs in independents and new car dealers, alike. In this episode of Smoke & Burn, Dan and I discuss the massive impact he had on independents in the metro Detroit area, possible approaches to cold calling, diving into your customers’ businesses, building a comprehensive recommendation structure, and getting everyone in the store invested in the success of the program. No matter what type of territory you manage, I think you’re going to find our discussion thought-provoking and insightful!
Caleb Williams and Michael Paul are ranked as some of the best sales reps in the country. I sat down with them in Wichita where they attended a class called "Essentials of Fixed Operations" hosted by the Cox Automotive Group. They share some of the challenges they've faced in 2019, ways in which they've refined their business practices, and some of the core tenants of consultative sales. I think you'll enjoy hearing their perspectives on the automotive business, and take away some key principles that you can apply in your own territory!
On the first ever episode of Smoke & Burn, I'm joined by Steve Tingle, who, along with his wife Shannon, owns BG Automotive, the distributorship covering northern Minnesota and western Wisconsin. Together we discuss his career spanning two decades in the automotive industry, products and programs he is focusing on, and a new method of sales training he and his team are working to master.
Hello friends, and welcome to Smoke & Burn - a biweekly discussion of the automotive service industry hosted by BG Products field trainer Casey Greseth! On this show you will hear from some of the best sales professionals in the business, distributors from across the country, and the people working to create new products, services, and programs for the field. On each episode, we will delve into best practices for growing accounts, strategies for training service advisers and technicians, and explore the technology associated with today's vehicles and how to care for them, all while getting to know some of the most fascinating people in our industry. Thanks for listening, and don't forget to check back for updates!
-Casey Greseth