Fixed Ops 5

In this episode of the FWRD Podcast, hosts Corey Smith and Erick Jauregui welcome Ron Overs, Publisher of Fixed Ops Magazine, for a dynamic conversation about the evolving world of fixed operations — and how smart collaboration across departments is key to long-term success.With over 20 years in the industry, Ron shares powerful insights on:How AI is enhancing efficiency in service and BDC departmentsMeeting today's customer expectations for speed, transparency, and personalizationThe power of culture, training, and storytelling in driving retentionHow fixed ops supports lasting customer relationships and repeat salesFrom advisor training to sales-service alignment, this episode offers practical strategies to elevate dealership operations and customer loyalty.Tune in for actionable insights and bold ideas to move your dealership forward.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Brooke C. Furniss—founder of BZ Consultants Group and host of Facts Not Feelings—to explore modern dealer strategy from the inside out. The conversation dives into how service departments play a vital role in long-term customer retention, and why aligning sales and service budgets is crucial for dealership success.Brooke shares actionable insights on cross-training staff, implementing technology more effectively, and meeting today's car buyers' expectations for a seamless, digital-first experience. From improving internal communication to using video for better customer engagement, this episode is packed with strategic takeaways to elevate your dealer strategy.Key Topics Covered:​Smart budget allocation between service and sales​Cross-training to improve team collaboration​Enhancing the customer journey with digital tools​Building trust through transparent communicationTune in for practical tips and bold ideas to strengthen your dealership's operations and future-proof your dealer strategy.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Shawn Armorer, a BDC consultant with over 24 years of automotive experience—from his early days as a car washer to his leadership in business development.The conversation covers key strategies for boosting fixed ops performance, adopting new technologies like video in service departments, and improving BDC practices to drive traffic and enhance the customer experience. Sean shares valuable insights on the power of emotional engagement, aligning BDC efforts with service goals, and the importance of continuous evolution in customer communication.If you're looking for practical ways to personalize customer interactions, strengthen your BDC, and build a supportive team culture—this episode is for you.Listen now for actionable takeaways and fresh ideas to elevate your dealership's service experience.

In this episode, hosts Corey Smith and Erick Jauregui sit down with Robert Migliaccio of Valley CMA to discuss one of the automotive industry's biggest challenges: the fixed ops talent crisis. With over 25 years of experience and oversight of multiple CMA Value stores, Robert shares hard-earned wisdom and forward-thinking strategies for redefining the service advisor role, retaining top talent, and creating a workplace culture that attracts the next generation.From implementing ESOP-driven pay plans to emphasizing career development and work-life balance, this episode is packed with practical takeaways for dealership leaders looking to build stronger, more sustainable teams. They also touch on how technology and automation are shaping the future of service departments.Whether you're struggling with staffing or looking to elevate your service team, this is one conversation you don't want to miss.Tune in now and take the next step FWRD

Lights, Camera, Action! In this episode of FWRD, hosts Corey Smith and Erick Jauregui are joined by Joe Shaker, founder of TruVideo, to explore the power of video communication in automotive service departments. They dive into how video communication can increase revenue, improve customer trust, and boost satisfaction. Joe shares how personalized videos are enhancing customer engagement and sales processes, while exciting new technologies like augmented reality are on the horizon. Tune in to learn actionable strategies for integrating video communication into your dealership and driving success in your service department!

Customer retention is more critical than ever in the automotive industry. In the latest episode of FWRD, host Corey Smith and co-host Eric Jauregui, alongside guest Jacob Zachs, CEO of Fasten, break down winning strategies to boost retention and customer loyalty. They explore key topics like dealership pricing perceptions, the power of personalized ads, and how gamification and reward programs—similar to those in airlines and hotels—can drive long-term engagement.Learn how to build trust, enhance transparency, and maximize retention for your dealership. Tune in now!

In this episode, we sit down with Kate Beirowski to dive into the evolving landscape of customer experience in automotive retail and service. From the power of video engagement to the changing expectations of today's consumers, we break down what truly drives loyalty and trust at the dealership level.Key takeaways include:Transparency & education in vehicle repairs—why customers demand itBalancing technology & human interaction in fixed ops for a seamless service experienceActionable strategies to enhance customer satisfaction and retentionKate shares her perspective, offering valuable insights into leadership, industry challenges, and the future of customer-centric dealerships. Plus, don't miss the behind-the-scenes collaboration as we connect industry pros and future guests!

In this FWRD Podcast episode, Corey Smith interviews Alec Ruffini from Fowler Automotive Group to discuss essential automotive management strategies. Alec reveals how to build strong automotive teams through effective communication, knowledge-sharing, and conflict resolution. He emphasizes the importance of managers being accessible to technicians, fostering a culture of accountability, and implementing continuous training and digital tools. Learn how embracing new technologies and improving interdepartmental communication can keep your automotive business competitive. Tune in for expert insights on successful team management in the automotive industry.

In this episode of FWRD Podcast, Corey Smith sits down with Roger Gutierrez, Fixed Operations Director at Biggers Auto Group, to break down what it takes to lead a top-performing service team in 2025. Roger shares game-changing insights on leadership consistency, effective communication, and leveraging technology for stronger customer interactions and team collaboration. Learn how to improve team engagement, streamline onboarding, and use cross-training for a more adaptable workforce. Plus, discover why performance metrics, emotional intelligence, and a clear vision are critical for success in the evolving auto industry. Don't miss these actionable strategies to elevate your service department!

In this Forward episode, Corey Smith chats with Ryan Maher, CEO of BizzyCar, about the company's rapid growth, innovative mobile technician app, and the future of mobile car services in dealerships. Ryan shares insights on customer satisfaction, operational benefits, and overcoming challenges like securing executive buy-in.

In this inspiring episode of Forward, host Corey Smith sits down with Arnold Gacita, President of Petra Automotive Products, to discuss how Petra Cares is transforming the lives of at-risk youth. Arnold shares heartfelt stories of young adults overcoming adversity through Petra Cares' innovative training and mentorship programs while exploring the unique synergy between Petra and EasyCare in delivering value to dealerships and communities. Dive into the details of this strategic partnership, hear success stories that will move you, and learn how Petra and EasyCare are aligned in values to create meaningful change. From improving dealership operations to fostering hope for disadvantaged youth, this episode captures the power of purpose-driven business.

In this episode of FWRD, Corey Smith speaks with Kaylee Felio from PartsEdge to explore the hidden powerhouse of automotive sales: parts departments. They dive into inventory challenges, OEM vs. aftermarket strategies, and share actionable tips and industry insights you won't want to miss. Plus, hear Kaylee's bold plan to revolutionize your inventory health!

In this episode of the FWRD Podcast, host Corey Smith chats with Randy Kobat from Repair on Demand about key trends shaping the used car and parts market. With over 25 years of expertise, Kobat shares insights on innovative reconditioning solutions, the impact of rising interest rates on pricing, and the growing demand for SUVs and trucks. The discussion also dives into future challenges, including EV battery evaluations and safety equipment calibration, offering a must-hear perspective on the evolving automotive landscape. This one's a can't miss - listen now!

In this episode, host Corey Smith chats with cybersecurity expert Kenneth Knapp about critical aspects of modern cyber defense. Drawing from his 20-year Air Force background, Knapp outlines major threats like ransomware, phishing, and natural disasters, while emphasizing their potential impacts on businesses. He stresses the importance of employee training, comprehensive response plans, and staying current with emerging threats and regulations. Listen now to learn more.

In this episode, host Corey Smith chats with Nick Askew all about AI and what it means for the F&I industry. Tune in now!

In this episode, host Corey Smith and guest David Malone discuss evolving employee and customer experiences. They emphasize work-life balance, transparency, and empowerment for employees. For customers, Malone highlights real-time alerts, proactive communication, and multi-channel feedback. He advises focusing on genuine achievements and addressing customer needs to enhance satisfaction in the automotive industry. Tune in now!

In this episode, host Corey Smith chats with Don Andres, owner of Auto SCT Consulting and Training. They discuss challenges in auto service departments and share insights on managing chaos and improving efficiency. You'll also learn strategies for service managers and advisors to reduce stress, increase retention, and boost overall performance in busy service drives. Listen now!

In this episode, Corey Smith and Jim Roche explore how electric vehicles are reshaping service operations. They stress the importance of adapting to new servicing requirements, investing in training for service teams, and modifying facilities to meet EV needs. Tune in now!

Host Corey Smith sits down with guest Earl Sticks Brown to dive into the crucial connection between customer experience and profitability. Learn how focusing on your customers can drive business success. Tune in now!

In this episode, Corey chats with Justin Silver from Modives all about streamlining operations in dealerships to enhance customer experiences. Their conversation also addresses compliance challenges associated with verifying insurance information.

In this episode, host Corey Smith and Joshua Turner talk all about work-life balance, mindfulness, and mental health in the automotive industry. Joshua offers practical tips like the four-eight breathing technique and emphasizes the importance of consistent communication within businesses.

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 and suggests 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.   2. **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.3. **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.4. **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.5. **Market Evolution:** How the changing market demands dealerships and software providers to innovate in buying, reconditioning, servicing, and selling cars.6. **Accurate Vehicle Appraisals:** The criticality of appraisals in deciding which vehicles to purchase, considering cost and infrastructure capabilities.7. **Enhancing Efficiency:** Utilizing technology for better appraisals and efficient execution of strategies in acquiring and turning used vehicles.8. **Challenges in Fixed Ops Departments:** Balancing the needs of internal and external customers, with a focus on transparency and quick service.9. **Shifting Customer Expectations:** Trends towards touchless interactions, clear communication, and the use of visuals for inspections.10. **Software Solutions:** The role of tools like Blue Driver Max Repair 360 in streamlining fixed ops department processes, saving time, and optimizing resources.11. **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:**1. Leverage Real Information/Data2. Invest in the Right Tools (e.g., diagnostic tools)3. Act on Plans and Maintain Accountability**Action Items for Listeners:**1. **Visit Repair on Demand Website:** Gather more information about their services.2. **Contact Mike Boyd:** For further discussion and engagement.3. **Consider Blue Driver Max:** For improved diagnostics and appraisal processes.4. **Explore Repair 360:** As a potential tool for reconditioning management.5. **Schedule Regular Reconditioning Meetings:** To review strategies and expenditures.6. **Action and Accountability:** Implement plans and establish accountability systems.7. **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 leaders emphasizes 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.

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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.

Creativeguysteve.com

Wrench Turner

cmav@nationalautocare.com

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.  

Epicor