The Parts Girl Podcast

Jonathan Cabak is the co-founder and CEO of Detect Auto, an AI-based analytics platform aimed at improving the efficiency and profitability of auto repair shops. He previously ran a company that sold computer vision-based fans, which had a camera in the middle and would rotate to face the person in the room. After pivoting to the auto repair industry, Jonathan Cabak has been successful in bringing his innovative ideas to the forefront.

On today's episode, Jonathan sits down with Kaylee to shed light on his experiences of automating the data collection process for auto repair shops. They explore the hurdles these shops encounter when collecting data, as well as how Jonathan's company eliminates the need for manual data entry, paving the way for more streamlined operations. 

Over the years, auto repair shops have grappled with numerous challenges. Among the most persistent of these is the issue of data collection. Thankfully, thanks to technological advancements, a solution now exists that simplifies this process. This breakthrough software automatically gathers data for shops, thereby cutting out manual data entry and pinpointing any bottlenecks in their repair flow.

Jonathan highlights three crucial elements in an auto repair shop: people, process, and pricing. Considering the dynamic nature of each team member, it becomes essential to assign tasks that each individual can excel at. As such, an efficient process becomes integral to maintaining effective communication between technicians and the front-of-house staff when transferring vital data points.

While AI automation excels at performing tasks and thinking outside the box, human involvement remains indispensable when it comes to managing dynamic situations. Therefore, striking a balance between the two is essential in the workplace. The benefits of utilizing AI can extend to using voice assistants to identify necessary parts for a task. However, more complex workloads may still require the human touch to fully understand and navigate the situation.

To wrap things up, it's clear that efficient data collection and improved shop efficiency can have a profound positive impact on the overall customer experience. By eliminating manual data entry, data collection and analysis become more accurate, leading to enhanced communication and smoother transactions for repair orders. 

Ultimately, the auto repair industry is set to become one of the most automated and digital-driven in the next decade. And with the right technological tools, skills, training, and expertise, it's a future that can bring benefits to customers, employees, and employers alike.

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Jonathan Cabak

Richard Mueller is a shop foreman at Cochrane GM in Alberta, Canada. He has over 13 years of experience in the automotive industry, and he is passionate about his work. Richard started working in the automotive industry when he was 16 years old. He has worked in a variety of roles in the industry, including parts clerk, service advisor, and mechanic. He has been a shop foreman for the past two years.

In this interview, Richard joined Kaylee and talked about his career in the automotive industry, his experience as a shop foreman, and his advice for aspiring mechanics. Richard also explores the world of vendors and suppliers and how he navigates it.

Richard explains that vendors must be ready to "play ball." This means providing comprehensive price sheets and references upfront. Vendors must prove their value and earn Richard's business, especially considering the number of vendors vying for his attention. He goes on to mention that, given similar price points, he prefers to work with those who treat him with respect and consideration.

The episode also delves into the decision-making process of selecting services for the shop. Richard shares how he, along with his service team, evaluate various options, from coaches and consultants to experienced service advisors. These decisions often involve balancing the immediate needs of the shop with longer-term goals and improvements.

Despite the challenges and complexities, Richard's love for his job shines through. He enjoys the variability and unpredictability, whether it's dealing with a particular vehicle in his bay or conversing with a customer. This love for challenge and problem-solving is a testament to his dedication and passion for his work.

Lastly, Richard gives us a peek into the lighter side of being in the car business–the physical toll it takes on one's body, resulting in swollen hands and strange cuts. It's a reminder of the often-overlooked physical aspects of working in the automotive industry.

As we wrap up our enlightening conversation with Richard, we are reminded of the complexities of managing an automotive shop and the interesting dynamics it involves. From dealing with vendors to making critical decisions for the shop, it is clear that every day is a new adventure.

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Richard Mueller

Darryl Terrell is a highly experienced and passionate automotive professional, currently serving as the Service and Parts Director at Matt Bowers Chevy of Metairie. With over 15 years of experience in the automotive industry, Darryl has honed his skills in managing service departments, parts inventory, and customer relations. His expertise extends to both domestic and import vehicles, and he is dedicated to providing the best possible customer experience in the industry.

In this episode, Darryl shares his journey in the automotive industry, the challenges he faced, and the importance of communication and continuous learning in his role. Darryl emphasized the significance of communication and constant growth in his role, and shared valuable insights on how to navigate the challenges in this field. He also discussed his favorite tools and vendors that help him excel in the fixed ops field. 

One of the essential aspects Darryl highlighted was the importance of clarity and effective communication in the workplace. Ensuring that employees understand their roles and expectations is critical in fostering a positive work environment and promoting productivity. As a leader, it's crucial to provide employees with the necessary information and tools to succeed.

Another vital component in Darryl's success is his commitment to continuous learning. In today's rapidly changing industry, staying updated with the latest trends and developments is crucial. Darryl shared that he makes the most of his daily commute by listening to audiobooks, allowing him to gain new knowledge and stay motivated.

Lastly, Darryl discussed some of his favorite tools and vendors that have played a significant role in his career growth. By leveraging the right tools and resources, fixed operations professionals can streamline their processes, increase efficiency, and ultimately drive success.

Ultimately, Darryl's journey in the automotive industry offers valuable lessons in the power of communication and continuous learning. By prioritizing these aspects and leveraging the right tools, professionals in the fixed ops field can thrive and excel in their careers.

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Darryl Terrell

Wendy Reeves is a seasoned BDC expert and the founder of BDC Angels. Wendy's deep passion for cars led her to work in the automotive industry for over three decades, starting as a receptionist and working her way up to becoming a BDC expert. She is known for her hands-on approach to teaching sales and BDC teams, which has resulted in increased motivation, performance, and customer satisfaction.

Today, Wendy joined Kaylee and shared her insights on the importance of going back to the basics to achieve success. She emphasizes the significance of starting small and taking things step by step, an essential lesson for anyone in the automotive industry. She is also a consultant and trainer for BDC-related matters, including on-site launches, training the trainer, consulting, and remote work from home agents.

During the interview, Wendy also discussed the challenges that dealerships face when it comes to adopting new technology and processes. She emphasized that the key to success is to focus on the people and processes first, rather than solely on the technology. Wendy encourages dealerships to prioritize their staff's training and development to ensure they have the skills and knowledge necessary to leverage new tools effectively.

Wendy's expertise in BDC and vehicle buying centers has helped many dealerships achieve their sales and revenue goals. Her advice and insights are especially relevant today as the automotive industry navigates unprecedented change and disruption, from the rise of electric vehicles to the impact of the COVID-19 pandemic. 

In Wendy's own words, she is "a total MacGyver - a solution for every problem kind of person," who believes that going back to the basics is the key to success. Wendy's wealth of experience and advice can help dealerships get the most out of their BDC and vehicle buying centers. By staying focused on the fundamentals, prioritizing staff training and development, and embracing new technology and processes, dealerships can adapt to these challenges and emerge stronger than ever. 

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Wendy Reeves

Corey Smith is a highly experienced fixed operations expert and trainer, currently working as the National Fixed Ops Training Manager at APCO Holding’s National Auto Care. With over 25 years in the automotive industry, Corey is dedicated to assisting service departments in improving their performance and growing their revenue. In this episode, Kaylee spoke with Corey about the ever-evolving automotive landscape, the critical role of training and processes in service departments, and the increasing threat of cyber attacks.

As technology continues to play a more crucial role in the automotive sector, service departments must adapt by embracing new tools and processes to offer better customer experiences. In particular, video multi-point inspections have seen rapid growth. Technicians now capture their findings on video, providing customers with a clearer and more informative view of their vehicle's condition. Moreover, Corey believes that with proper incentives and training, technicians can quickly overcome any initial resistance and reap the benefits.

Moreover, the automotive industry faces the growing risk of cyber attacks, which dealerships and service departments must prioritize to protect their systems and educate their staff on potential threats. Corey highlights that cyber attacks can result in significant financial losses and harm a dealership's reputation, making it essential to address this issue proactively.

In addition, Corey emphasizes the importance of proper training and processes for improving service department performance. By training advisors, technicians, and parts personnel, they can better understand their roles and work more effectively. By investing in training and support, dealerships can enhance customer experiences, increase profitability, and reduce the risk of cyber attacks.

In conclusion, embracing new technologies and addressing cybersecurity are vital for service departments looking to succeed in today's market. With the right training, processes, and support, dealerships can navigate these challenges and continue to provide exceptional customer experiences.

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Corey Smith

Tom Kline is the Founder and Lead Consultant of Better Vantage Point and AlwaysDoBetter.com, leveraging his 30+ years of experience as a former franchise dealership owner to help dealerships navigate complex challenges. He specializes in risk mitigation, compliance, and dispute resolution, providing tailored solutions for both publicly-held and private dealerships. In a recent conversation with Kaylee, Tom shared his family's history in the car business and discussed the inception of his consulting business after selling their dealership in 2019.

In today's fast-paced environment, maintaining composure during difficult conversations is crucial. Whether it's a disagreement with a friend, a confrontation with a colleague, or a discussion with an employer, it's essential to stay calm and professional, especially in the business world.

With over three decades of experience in the car business, Tom has witnessed how challenging conversations can escalate if those involved aren't careful. He advises maintaining a level-headed demeanor and a positive attitude during such interactions. Additionally, he emphasizes the importance of avoiding a confrontational tone, as emotional responses can create tension and hinder productive dialogue.

Furthermore, Tom acknowledges that running a business can feel like "trying to tuck an octopus into bed," and stresses the need to minimize risks for dealers. Observing how different dealerships operate in various cities and towns, and how customers' preferences for vehicles can differ, has taught him the importance of flexibility and understanding diverse customer needs.

By adhering to these guidelines, difficult conversations can be managed in a positive and productive manner.

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Tom Kline

Ariel Lee is a LinkedIn expert and financial advisor who helps demystify the strategic planning process for her clients. With her zero-judgment approach and practical solutions, she enables clients to achieve their long-term financial goals, especially during times of transition. Additionally, Ariel's unique expertise in LinkedIn enables individuals to advance their careers and develop professional networks.

Recently, she joined Kaylee on the Parts Girl Podcast, where she discussed her 13-year journey in the auto industry. Notably, she focused on sharing tips for building a strong and engaging LinkedIn presence.

In today's fast-paced world, it's crucial to establish relationships and network for success. Often overlooked, LinkedIn serves as a powerful tool for creating meaningful connections and fostering relationships.

Initially, Ariel was advised to utilize LinkedIn for networking and building relationships. However, she found the traditional methods used in her industry to be unappealing. Instead, she chose to use LinkedIn to connect with like-minded individuals. Consequently, she successfully built her business through the platform, and clients have discovered her there.

Ariel may not be a subject matter expert or thought leader, but she has certainly become an influencer. Her ability to create meaningful connections and relationships on LinkedIn serves as a testament to the platform's networking potential.

In conclusion, it's essential to discover your own way of using LinkedIn without getting bogged down in conventional methods. Ariel's accomplishments demonstrate that it's entirely possible to build relationships and forge meaningful connections on the platform.

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Ariel Lee

Shawn Parrett is a Mercedes-Benz Master Certified Parts Manager with over 25 years of Fixed-Ops experience in the auto industry. Today, he joins Kaylee to discuss the critical role automotive parts play in customer satisfaction. With expertise in commercial sales, customer service, warranty, and logistics, Shawn sheds light on the ever-evolving nature of the automotive industry and its parts.

As technology continues to advance, the automotive industry's needs must adapt accordingly. To stay competitive, parts managers need to focus on growing their parts business. This involves being well-informed about the parts they sell, ensuring customers receive the best fit for their requirements from a knowledgeable and experienced provider.

Shawn says going the extra mile for customers is another crucial aspect of growing the business. When customers feel valued and appreciated, they're more likely to continue their relationship with the parts provider.

Moreover, Shawn adds that parts managers should explore e-commerce and consider offering delivery services to enhance convenience for customers. By delivering parts right to their doorstep, customers save both time and money. 

Lastly, increasing inventory is vital for parts managers. A wider variety of options will not only cater to customer needs but also boost sales. By seizing these opportunities, parts managers can stay ahead in the competitive landscape and elevate their sales figures.

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Shawn Parrett

Sean Reyes is the Chief Marketing Officer of Recall Masters, a leading provider of technology and communication solutions to facilitate efficient repair of vehicles with a recall. Today, Sean joins Kaylee and shares his story of how he got started in the automotive industry, discusses how owners are able to reach out to dealers through Recall Masters, and adds how recalls also drive warranty revenue and generally bring customers back to the dealership to buy more parts and services.

When consumers come in to get their recalls attended to, they are often presented with additional products and services that they can purchase. This presents an opportunity for the dealership to make additional revenue. In fact, 52% of the time, people who have a recall reach into their wallet and buy additional products and services from the dealer.

Sean believes in the importance of safety and vehicle recall compliance, and he is committed to the work of informing and educating people about recalls and product liability. Sean Reyes also understands the importance of personal responsibility and takes steps to ensure that he is not associated with dangerous products.

Overall, dealerships must take the necessary steps to ensure that they are not held liable for recalls. By staying up-to-date on any recalls that may affect their customers, dealerships can protect themselves from liability and create a positive customer experience.

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Sean Reyes

Megan Mahon is the VP of Sales and Business Development for Remarketing Plus, a one-stop-shop for eCommerce remarketing needs and the newest go-to-market vertical subsidiary of Advent Resources, a leader of the automotive digital revolution since 1988. Today, Megan joins Kaylee to talk about her journey and how she got into the automotive industry.

Megan Mahon has an impressive story of success in the automotive industry. After swearing she would never work in the industry due to her father's long hours, she fell into it by accident. Her father was one of the largest wholesalers in Orlando, and she decided to take a six-month break from her job as a food and beverage manager at Disney World to work with him. That six-month break turned into 18 years of experience in the automotive industry.

Megan's experience has helped her improve her skills and learn more about the automotive industry and the product she works with. She has been able to identify the pain points of consignors and developed a platform that can help them move cars faster, make more money, reach more people, do it more efficiently, and make a bigger impact in the industry.

Megan's story is a testament to the power of experience in the automotive industry. Her journey has been long and winding, but it has paid off in the end.

It serves as a reminder that passion and dedication can help create something bigger and better than what was there before.

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Megan Mahon

Julie Douglas is the president and CEO of Dealer Pay LLC, a company that provides seamless, integrated payment processing and advanced software solutions to the automotive industry. She's also known as the "Sales Lady Extraordinaire."

Today, Julie joins Kaylee to discuss her experience founding the company over 9 years ago, as well as the challenges they faced when first scaling the company.

Customers value payment convenience when making purchases. Customers now have more payment options than ever before thanks to technological advancements. Dealer Pay began as a payments provider, allowing customers to accept credit cards and checks while also providing reporting. It quickly became apparent to Julie and her team that there was a need for a full point-of-sale solution for dealerships.

With the rise of technology, companies are now able to streamline their businesses through the use of tools like Dealer Pay. This allows them to bill customers once the parts have been delivered. Furthermore, their new mobile app allows parts managers to take payment as a card-present transaction in front of the customer. This convenience factor is a huge time saver for parts managers.

With the help of tools like this, businesses are able to save time and money while providing a better experience for their customers.

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Julie Douglas

AJ Holst is the President of AJ Holst Consulting and an independent Fixed Operations Coach, Consultant, and Facilitator. He has 37 years of automotive experience and is a highly skilled, passionate automotive professional. Today, AJ shares his 37-year career in the automotive industry with him, initially as a salesperson but later switching to service work to spend more time with his daughter while she pursued her daughter’s softball career.

In the automotive industry, AJ believes that advisors are on the front lines of customer service. They communicate with customers, process transactions, and offer repair and service advice and recommendations. Unfortunately, many advisors are not adequately trained to perform their duties.

According to one advisor, they were simply thrown into the service drive with no formal training. They were expected to figure things out on their own and were blamed when they didn't. This lack of training can lead to costly mistakes and misunderstandings for the dealership and its customers.

By providing advisors with the proper training, dealerships can ensure that their advisors are knowledgeable, capable, and confident in their job.

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AJ Holst

Dave Hines is the owner of XSRE.io, a company that allows car dealership’s customers to bundle accessories with their inbound leads, and allow the dealer to fully customize what accessories they push. Dave is also a Field Architect, Customer Engineer at Google Cloud and operates Davehin.es, which creates simple and functional websites for local businesses.

In this episode, Kaylee interviews Dave Hines on his company XSRE.io and its digital organization of accessories for vehicles. Dave talks about the success of his product, its automated process, and the technology that powers it. They also discuss Dave's career, imposter syndrome, the power of golf, and the benefits of teleporting.

As entrepreneurs, it is essential to focus on customer needs. We must be passionate about providing a product or service that meets the needs of our customers. This is the foundation of any successful business. By focusing on it, we can create products and services that will not only meet their needs but also exceed their expectations. We must be willing to take risks and use data and customer feedback to gain valuable insights into customer needs and preferences.

By doing this, we can ensure that we reach our goals and succeed.

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Dave Hines

Shon Kingrey is the VP of Fixed Operations of the Kayser Automotive Group, with over 28 years of experience for a variety of dealerships. Shon believes Fixed Ops is key to success in the current market.

The automotive industry is in a state of flux. As car sales decrease, dealerships are being forced to re-evaluate their operations to remain profitable. Shon is trying to centralize warranty and reduce the number of administrators needed.

Fixed Ops must evolve to succeed in this competitive market. Dealerships must invest in technology, processes, and training to stay profitable. They must also have a team of motivated, knowledgeable employees to help customers. A well-trained staff with proper resources is your biggest advantage.

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"People need to realize that the parts department is a crucial element in the fixed ops community."

Tully Williams is the Fixed Operations Director for The Niello Company in Sacramento, California. He works tirelessly to ensure his inventory is well-managed and he is able to give back to the company.

Inventory management is the process of tracking and managing the flow of goods, from the point of production to the point of sale. In today’s business environment, it’s essential for businesses to manage their inventory in order to stay competitive and profitable.

The goal of inventory management is to ensure the right products are available in the right quantities at the right time. It’s important to monitor the age of the inventory, special orders, the shelf life of parts, and the working stock in order to ensure that the right products are available in the right quantities at the right time.

Following these tips will help your parts business bottom line!

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Tully Williams

Ed Roberts is the COO of Bozard Ford Lincoln in St. Augustine, Florida. Roberts has been with the dealership for 10 and a half years and has seen its growth from 43 employees to 318.

Ed attributes this growth to the dealership’s focus on customer centricity. He believes that the automotive industry is behind about 30 years in terms of customer service and that it is their opportunity to get better at it. Ed also believes that taking care of their people first is key to taking care of their customers.

By investing in their employees, they are able to provide a better customer experience.

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Vanessa Ruck is founder of The Girl on a Bike, influencer, and motivational speaker with over 300k followers. She understands how precious every day is. Her mission is to make the most of each day and help others do the same

In this episode, we dive into Vanessa’s story. She is a UK-based motorcycle rider and racer who faced a life-altering accident in 2014. After the accident, Vanessa was diagnosed with multiple mental health disorders, including depression and a fear of the road. Through her journey, Vanessa demonstrates the importance of accepting and overcoming challenges.

Vanessa was an adrenaline junkie, who enjoyed sports like kitesurfing, wakeboarding, snowboarding, and rock climbing. However, in an instant, she was thrown into a new reality when she was hit by a car while on her bike. She had seven surgeries over seven years. She was in a dark place and it was difficult for her to accept the changes that had taken place.

Join us for a powerful and inspiring episode about overcoming challenges and finding success, even in the most difficult of circumstances.

Vanessa Ruck

Robert Migliaccio is the service director at Carter Myers Automotive in Virginia. He has 22 years of experience!! He is passionate about helping others succeed and has worked his way up the ranks from detailing to becoming a service manager and a service director. Robert knows Fixed Ops.

Robert Migliaccio was a self-starter from a young age, getting into car radios and stereo installations. This entrepreneurial spirit drove him to become a parts counter guy, wholesale guy, and eventually a service manager at a large Ford/Toyota store.

Personal growth is a priority for Robert, and he fell in love with Cater Meyers Aautomotive's mantra: “move lives forward”. He joined as fixed ops director. Robert has been able to help his team members achieve their personal and professional goals, propelling the company forward.

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Robert Migliaccio

Laurie Halter is the owner of Charisma! Communications, a PR agency specializing in the automotive industry. Her 20 years of professional automotive experience gives her a unique talent for connecting businesses and owners with audiences.

She is the host of the Careering podcast, which interviews fearless female leaders and see what motivates them at work, home, and life.

Laurie learned about connecting people in the automotive industry through LinkedIn. She is a master connector who enjoys watching new relationships bloom. Laurie will be introducing a new person to the automotive industry every month through the Dealer Marketing Magazine, which is an example of connecting people to what they are passionate about. She encourages people to have a giving mindset when connecting with others, and emphasizes the importance of building relationships.

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Laurie Halter

Owen Moon is an experienced automotive marketing consultant and CEO of Fixed Ops Digital, which was started in 2018. He is working with over 750 dealerships across the U.S. and Canada to help them evolve their service departments from an online standpoint.

Owen believes the fixed operations side of the business will remain a huge part of dealerships going forward. He’s been pushing for new integrations, like repair financing, to help customers.

He also believes dealers need to increase sales. Specifically, Owen has noticed that dealerships are missing out on the sale of accessories and tires, and recommends setting up a separate website specifically for smaller parts.

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Owen Moon

Charity Dunning is the Chief Marketing Officer (CMO) at FixedOps Marketing. She helps startup companies build their marketing departments from the group up. She also co-hosts WTF (What the Fixed Ops?!) podcast with Russell Hill.

The automobile industry is changing rapidly, and fixed ops companies need to adapt to survive. Customers are more educated, parts are becoming more refined, and automation is becoming more prevalent.

Charity is specifically interested in the trend of electric vehicles. While electric vehicles are becoming more and more widely accepted, they bring on new challenges. In today’s episode, she’s sharing insights her company has learned from researching data and interviewing experts.

Charity is also a passionate mother, and shares her experience as a working professional. Her understanding of the auto industry challenges and working from home challenges position her perfectly to help you speak and grow leads for your fixed ops business.

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Charity Dunning

Angela Willoughby is the Fixed Ops Analyst with Foundation Auto Corp, a large auto group with 33 stores across Canada and the US. She has been in the auto industry for 25 years, and is passionate about taking care of customers and growing the business.

Despite having a non-traditional career in the auto industry, Angela has managed to thrive due to her ability to partner with third party vendors. Angela plays a pivotal role in helping the company to grow by supporting their service team and managing the relationship with vendors.

Her hard work alongside Justin Pomeroy have Foundation Auto Corps Fixed Ops on track to provide more automotive solutions to North America.

Takeaways

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Angela Willoughby 

Marcus Aman is the founder of Bayley: The Service Bay Assistant, a technology that helps reduce chaos at the dealerships, by identifying bottlenecks and allowing service staff to work more efficiently using IoT devices and the smart bay sensor system.

Marcus was a former fixed operations director who had worked in the car industry for 14 years. He was frustrated with the efficiency of the dealership, so he decided to create a timer system to track the activity of cars in the shop. Through a mutual customer, he was able to turn this into a business, Bailey, a smart service based system which tracks efficiency. He loves the people he has met in the industry and now has the ability to control his destiny and make a difference in the industry. His daily driver is a Honda Accord, but he loves his Jeep Wrangler for his kids.

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Mark Haeck is the VP of Business Development at Mainstreet Computers LLC. The company provides glass repair and replacement software. Everything from inventory to insurance is included.

This software provides dealerships with an additional source of revenue. This allows dealers to help employees work more efficiently and give customers a better solution to the problem of damaged windshields.

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Kyle Winkley is a financial advisor who used to work for BG and in the Auto space. He is now focusing on helping companies retain, recruit, and reward their top or key employees. He is also working with individuals on an individual level to help them with their financial journey.

Ellen Haney is the parts manager at Jeff Schmitt Auto Group. She has been in the automotive industry for 5 years and in management for 3. Shonda Miller is the service manager at Jeff Schmitt Auto Group. She has been in the automotive industry for 11 years and in management for 5.

Ellen Haney and Shonda Miller have been successful in their roles as parts manager and service manager, respectively, at their auto dealership. They attribute their success to their strong working relationship and communication skills. As women in the automotive industry, they feel they have to work harder to prove themselves. However, they have overcome all the challenges they faced to accomplish where they are today.

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Joshua Taylor is a Technician and the founder and CEO of Just Work Hard Consulting, Inc., a company that provides technicians solutions and consultation services. Joshua shares how obsolescence in the automotive industry can be prevented by accurate diagnosis and avoiding over buying all parts at one time. Teamwork between the tech and parts departments can make the process more efficient (and profitable).

To prevent misdiagnosis in repairing cars, communication with customers needs to be a constant practice for dealerships. Transparency is also just as important. Communication, teamwork, and transparency lead to an efficient process in serving customers and providing their needs.

Joshua also shares his insights on the future of the auto industry. With constant innovation and changes in technology, dealerships need to keep up with the trends.

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Jaimie Bowe is the territory manager of Update Promise, a consumer-experience, lifecycle solutions company that puts dealerships in touch with their customers. With their mobile app and online platform, customers can easily connect with dealerships and service writers for vehicle repairs and related services.

Jaimie shares how innovations provide better solutions for dealerships, especially when it comes to the convenience of customers. Process and communication are important factors in addressing the needs of clients. Technology plays a significant role in making services accessible, and failure to leverage the technology can be disastrous

When it comes to the internal aspects in dealerships, opportunities for training and constant learning need to open for service managers and directors so that they can get updated with the best practices in the industry.

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Mike Gass is the parts director for Rick Case Automotive Group, an auto dealership company with headquarters in South Florida and a store branch in North Atlanta. Mike has been through many roles in dealership departments and has worked his way to the top.

Mike explains the differences between the parts department and the service department. Even though they differ in many ways, both are vital to achieving the dealership’s mission - provide quality service for customers.

Treating company employees right plays a huge part in achieving dealership success. Quality service depends on how motivated the people are in every department. If you give employees the opportunity to grow, learn, and think, they will thrive.

Three Takeaways

Quote

“The customer’s perception is the customer’s reality.”

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“Everything I did, I did with passion.”

Troy Scheer is the director of marketing and communications for the National Independent Automobile Dealership Association. Their mission is to make sure that independent dealers get updated on the latest trends and technology in the automotive industry.

Troy shares his experiences working in the automotive business and the years prior to his fulfilling career. While working in the marketing industry with his wife, he was introduced to the world of automobiles after meeting a client who saw value in his potential.

Working closely with independent dealers made him realize the differences between franchise dealerships and independent businesses. He shares these aspects as well as his insights on the future of the industry in this episode.

Three Takeaways

Quote

“Everything I did, I did with passion.”

Resources

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Brooke Furniss is the CEO of BZ Consultants Group, a consulting agency that specializes in reviewing dealership reports and guiding dealers through their relationships with vendors. Brooke shares why it’s important for business owners to delegate tasks for their staff so they can all learn together.

Brooke also shares her tips to make an automotive business successful - investing in people through training is a key initiative in strengthening the company. Communication also plays a huge role in running the business. In order for a dealership to maintain quality service, all departments must learn how to communicate, fill in the gaps of their services, and work together.

In this Episode

0:00 Introduction

1:55 Why are departments separated in dealerships?

5:17 Overlooked opportunities

10:20 Important auto-business discussions

15:40 The hardest lesson Brooke learned in her career

20:24 How would Brooke like to be remembered?

21:59 Brooke’s favorite mantra

24:53 Reach out to Brooke!

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“If you’re a dealership, you have to look for the right person you can train and mold. But you have to have a process and core values.”

Corey makes sure that dealership advisors don’t go through a complicated process in providing quality service to their customers. Just like sports, businesses need a playbook that will serve as a guide for systematic procedures. Corey meets with business executives to guide them in coming with the right dealership process.

With the convenience of applying guidelines in their job, dealerships can easily achieve their business goals, complemented by the management’s dedicated leadership, the service adviser’s committed initiatives, and the technicians’ mechanical expertise.

In this Episode

0:00 Introduction

1:52 What are the things that advisers don’t have time to do?

5:41 Solutions to address managerial gaps

7:26 What can dealerships do to fix problems caused by mismanagement?

15:31 What is one of the hardest lessons that Corey learned in his career?

28:22 Reach out to Corey Smith

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Maureen Martin attributes her ongoing success in the automotive industry to her personal mantra: be flexible and stay focused. As the current vice president of client retention and strategy for Dynatron Software, Inc., she applied some of the best business practices in dealerships based on her extensive career in the industry.

She found her passion for automotives and dealerships at the Ford Motor Company in 1985 where she first started working even before she graduated from college at Western Michigan University. She got involved with strategy, consulting, and marketing, and even went as far as relocating an entire customer service division from a “hacienda”  to a stadium, before coming up with her own consultation agency a decade after.

She believes that data-processing is crucial when it comes to dealerships, especially when information helps businesses grow. As change is constant, companies need to find ways to adapt or to set the trends themselves. With Maureen’s dedication to the automotive industry comes her personal belief that learning never stops.

In this Episode

0:00 Introduction

1:21 How Maureen started in the industry

16:46 What it means to come in to the industry

20:30 Lessons learned in the industry

26:17 What does Maureen love most about her job?

29:40 The importance of embracing cultures

31:20 Maureen’s personal mantra

35:13 Reach out to Maureen

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Shawn Armorer is the founder and owner of the Montreal-based BDC Alchemy Inc., a consulting and coaching firm that specializes in generating an automotive business’ revenue by aligning their BDC’s initiatives with the departments they serve. April Simmons is the corporate internet and marketing director at Horne Auto Group, LLC in Phoenix, Arizona.

Each of them has a two-decade experience in the automotive industry, and they find value in connections and networking on social media platforms such as LinkedIn. With the industry’s constant innovation and trends, Shawn believes that professionals need to keep up. April shares that being proactive doesn’t require doing all things at once, but learning when to pause and assess what needs to be done in the business.

Making connections in the industry is a great way to achieve success as one would always learn and gain insight from the experiences of other people.

In this Episode

0:00 Introduction

3:21 How April and Shawn met

9:43 The common reality for many professionals in the industry.

12:51 How April and Shawn would like to be remembered

17:56 The importance of having a voice in the industry

25:28 The animal counterparts

29:40 Favorite places to visit and food to eat

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Dealer Solutions Inc. conducts inventories in the parts departments of auto dealers across the country, totaling to about 1,500 inventories per year.

While physical inventories are often overlooked by management, taking annual inventory can help improve the parts department and, in turn, can enhance the quality of the service department.

In this episode, Tom Deane, Jeff Baker, and Becca Kroeger explain the importance of inventories for parts departments, underscoring the value of accuracy and how it relates to the accounting system in an automotive business where passionate people succeed.

In this Episode

0:00 Introduction

1:05 What does Dealer Solutions Inc. do?

2:00 Opportunities along the way

3:09 The importance of taking inventory

7:05 Becca’s background in dealerships

13:54 Becca’s advice for women in the automotive industry

17:24 Jeff’s story

19:55 The guests’ comfort food

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“If it’s important to you, you have to set aside the time to do it. You need to get it done.” - Joe Chambers

“Always remain as the best student you can possibly be.” - Erick Jauregui

Joe Chambers & Erick Jauregui both host Service Drive Live, a show that supports a community of professionals in the automotive industry. Just like mastermind groups with weekly episodes, the show accommodates inquiries and provides pertinent information and advice on how to excel in the car business.

Aside from hosting Service Drive Live, both Joe and Erick maintain a thriving career in Fixed Operations. As change remains inevitable in the industry, the best way to succeed is for shops to hire the right talent, and promote their brand on available social media platforms to reach more clients.

In this Episode

0:00 Introduction

0:45 Biggest challenge in the dealership industry

1:53 Changes with the current process

5:30 Dealerships with social media

11:00 Tips to maintain discipline while working at home

13:16 Why does Service Drive Live stand out?

18:46 After party questions

28:50 The importance of training

32:35 Reach out to Joe and Erick

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Coralee Zueff is the author of the Amazon best-selling book, Five Star Service Advisor where she provides guidelines for advisors, shop owners, and dealerships about proven management techniques. Effective communication keeps customers and technicians on the same page, eliminates conflicts, and increases profit.

Coralee believes that service advisors can diagnose miscommunication issues that can risk the business. With efficient sales skills, service advisors make it possible for shops to achieve their goals. Based in Canada, Coralee provides training and consultations for dealers and automotive businesses.

In this Episode

0:00 Introduction

1:00 The challenges of independent shops

3:00 Coralee’s Five Star Service Advisor

4:19 Women and automotive

7:09 Priorities of an import shop

8:00 Coralee’s hobbies

9:53 Piece of advice for younger self

10:41 Hardest lesson Coralee has learned in life

13:20 Reach out to Coralee

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Scott Armstrong’s expertise in fintech platforms propelled him to launch GasApp.io. This innovative payment system empowers automotive dealers and merchants in strengthening the loyalty of their customers. With dealerships and purchases earning them credits, customers can receive rewards such as fuel and other additional products and services.

Scott believes that change in the automotive industry is inevitable, especially when payment systems are now leveraging digital platforms. Integrating innovation helps auto dealerships improve their revenue stream. Scott also believes in the impact of collaboration, and this is what encourages him to help dealers achieve their success.

In this Episode

0:00 Introduction

0:46 What are the opportunities for dealers?

5:39 Technology that saves fees

12:06 LinkedIn connections

12:30 Innovations in the automotive industry

14:43 Loyalty is important

16:47 Scott’s earliest experience with hard work

20:23 Change is inevitable.

28:33 Future features of the payment system

29:25 Reach out to Scott Armstrong

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Carol Kitts is the fixed ops director of Schomp Automotive Group, with 11 stores under her watch. Based on her experience, automotive professionals can achieve success by setting realistic business goals, training their employees about new industry trends, and having a clear vision for the company.

With all her expertise, Carol always makes sure to include her family as her top priority. Even when corporate culture is present among businesses, they need to provide a space and opportunities for their employees to grow and be valued like family. As the industry faces inevitable changes, the best course of action is to welcome these changes and adapt with them.

In this Episode

0:00 Introducing Carol Kitts

3:50 Adjusting to a new customer demographic

6:50 Getting into real estate

9:10 Dealerships grow to the next level

10:19 Challenges in the fixed operations role

14:47 Future of the industry

17:58 Compassion and care in the family

20:50 Carol’s favorite car

21:40 Pet peeve for work

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With the industry’s inevitable changes, how can automotive professionals and entrepreneurs keep up?

Scott Gregg acknowledges that change is constant and the best way to thrive in an ever-changing industry is to learn and adapt. As Tucson Subaru’s Fixed Op Director with 43 years of experience in the automotive business, Scott has witnessed these changes and still succeeded.

Scott cites the rising popularity of electric vehicles in the United States, which could mean a gradual decline of vehicles with internal combustion engines. However, automotive businesses will always be there to offer quality parts and cars, maintenance services, lucrative careers for professionals, and effective solutions for their clients.

In this Episode

0:22 Introducing Scott Gregg

02:11 Challenges in Dealership

06:08 Changes in the Industry

7:57 Preparing for the Industry’s Future

8:47 Scott’s Daily Routine

10:42 Scott’s Legacy

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Success in the automotive industry is achievable, but it depends on how car dealers run their business. For Sean Welsh, CEO and cofounder of Car Biz Done Better, innovation is key to stay on top.

Shifting from the corporate world to his entrepreneurial career, Sean finds the value of taking risks and strengthening connections. When he first started his business, he saw the advantage of maximizing available resources to accomplish goals. With social media’s massive reach, business owners can take their companies a step further.

Today, Sean’s business thrives with the mission to help sales executives and entrepreneurs save time and stay efficient by streamlining the process of serving vendors and sealing lucrative deals through effective digital marketing.

In this Episode

0:00 Introduction

2:30 Impact of LinkedIn

7:05 How Sean Started

11:00 Life in Colorado

18:44 Shift to Corporate Job

23:00 Innovation of Car Dealerships

29:31 Birth of a New Opportunity

37:08 Potential of Social Media

47:00 Impact of Content

50:49 From Idea to Business

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Innovation paves the way for an automotive business to stand out in an ever-changing competitive industry.

In this episode, FixedOPS Marketing Co-Founder and Managing Partner Russell Hill and Chief Marketing Officer Charity Dunning share tips on how dealerships can build their Fixed Operations brand online. Whether it’s designing their websites or posting on social media, Dealerships need to make sure that their Fixed Operations products and services are easily accessible to their customers.

As hosts of their own podcast show, Russell and Charity find potential in new methods to grow their business. By hiring the right people for the tasks and utilizing automations, they take marketing to a whole new level. Keeping up with the trends will open more opportunities for the business to expand, such as partnerships with popular automotive brands.

In this Episode

0:00 Introduction

2:55 Dealerships and Marketing

7:22 Future Plans

8:09 Difficulties and Challenges

13:13 Biggest Failure

18:53 Russell and Charity’s Podcast

21:17 Favorite Meal

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For Rusty Stewart, teamwork can overcome any challenge that the parts department usually encounters.

As the Fixed Ops Director at Akins Ford Chrysler Dodge Jeep, Rusty believes that effective communication and the recognition of team members’ efforts will enable a healthy working environment. While meeting the needs of the clients is a top priority, the team needs to assess their resources and abilities to achieve this goal.

Each team member’s effort matters to the department’s success. Focusing on the results can streamline the process. But failures may still have their purpose. Rusty considers them as a learning opportunity that will help improve the team and the business.

In this Episode

0:00 Introduction

1:17 Opportunities for Dealers

3:22 Odd Accessories

4:40 Parts Manager

5:15 Advice On Parts

7:31 Improving Communication

8:44 Accountability

11:01 Failures

15:33 Respect and Empathy

16:52 Rusty’s Favorite Vehicle

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Shawn Butler knows how to turn obstacles into milestones for success. As the Fixed Ops Director for Bristol Honda in Johnson City, Tennessee, Shawn’s expertise in the automotive industry spans for thirty years. When challenges come in the way, he believes the best strategy to overcome them is to focus on the company’s vision, value their people, and provide the right needs for their customers.

Despite the damages brought by the COVID-19 pandemic in the automotive industry, their business continues to thrive today. Assessing the needs of the area where their company operates and serves have contributed to their ongoing success. How else can a business grow if not for providing what their customers ask for? Getting to know them and giving them what they need will keep the business going.

For Shawn, a business’ best marketing strategy is quality customer service. When people in your community have the assurance that your business is readily available to cater them, their loyalty stays even through tough times.

In this Episode

0:00 Introduction

0:53 Early Beginnings

1:55 Dealerships

3:09 Issues

5:30 Loyalty of the Team

7:30 Impact of Marketing

8:30 Parts Department

10:39 Biggest Failures

13:51 Favorite Cook-Outs

14:50 Hobbies

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Fixed Ops Solutions President Chris Schaubert joins this week’s episode where he underscores the value of connections, leadership, and balance. When he started in the automotive industry in 2003 with the help of his friend, he had grown a strong passion in car sales. Since then, he has devoted much of his career in the business.

Over the years, Chris discovered that strong leadership is the foundation of a successful business. To become an effective leader, one has to gain experience and learn about the trends in the industry. One also needs to lead with compassion.

Giving employees recognition for their hard work, even for small wins, is a good way to enhance rapport. As he puts it, a better work atmosphere where employees are valued will ensure a happier and more productive work environment.

In This Episode:

0:00 Introduction

2:20 Fixed Ops Solutions

3:47 Issues of Training and Leadership

5:48 How Dealerships Address These Issues

8:54 Accomplishments

12:50 Favorite Places

14:23 Connect with Chris

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Holden Scott has driven many wheels for Regal Nissan. Since he started working for the company in 2011, he’s been a dispatcher, a parts man, parts manager, executive assistant manager, and a lot more. When he got promoted to his current position as a fixed operations director, he became an expert in steering the company towards success.

Holden attributes this success to the employees who continue to help shape the company to what it is today and what it will be in the future. He believes that an engaging work culture where employees can learn, feel included, and get challenged to become their best selves is a key secret to their company’s success. With his background in the military, he advocates for a strong camaraderie where triumph can be achieved through strategic cooperation and tactical teamwork.

An engaging work culture keeps employees motivated and passionate. For Holden, the company’s success is everyone’s success.

In This Episode:

0:00 Introduction

3:11 Importance of Company Culture

5:48 People’s Interests

6:50 Obstacles in Dealership

9:38 Be Open and Candid

11:57 Biggest Failure

13:20 Accomplishments

14:58 Book Recommendations

17:08 Reach Out to Holden

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What better way to learn about success in the automotive industry than to learn from the founder of PartsEdge himself?

Chuck Hartle has decades of experience with the automotive business. Through the 1990s, he has worked with some of the largest parts dealers in the country with his primary focus and expertise on inventory control. He draws inspiration from previous experts whom he had the opportunity to work with.

In an industry where trends constantly change, Chuck found out that maintaining the quality of automotive parts is the key to running a successful business. Just like car dealerships encourage test drives, the only way for a shop to guarantee that their parts are fully functional is to test them out.

As an entrepreneur who founded PartsEdge and launched his own consultancy business, Chuck encourages people in the industry to be more proactive instead of reactive. There may be challenges along the way, but there can easily be overcome if one keeps driving the path to success.

In this Episode:

0:00 Introduction

0:57 How Parts Edge Began

5:07 Dealing with Parts

7:23 Issues

9:43 Advice for Parts Managers

14:01 Legacy of the Experts

15:51 Failures

22:30 What Keeps Chuck Going

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Growing your Fixed Operations takes a lot of guts. You’ll have to face and overcome challenges along the way, but you will also learn. For Michael Barich, a.k.a the Fixed Ops Doc, challenges are stepping stones for success.

Being in the fixed ops automotive industry for 30 years, Michael achieves success by getting out of his comfort zone. This year, he launched his own consulting business and has partnered with Fixed Ops Marketing which helps car dealerships promote their parts and service to connect them with lucrative deals.

On top of being an action taker, Michael continues to step up his game by learning about the industry’s newest trends. These days, companies have shifted to digital platforms where they can expand the scope of their business and sell more parts and service. Michael puts it in simple relatable terms: Learning never stops in the pursuit of success.

In this Episode:

0:00 Introduction

1:20 Digital Aspects

2:55 Biggest Challenge and Advice

4:15 Getting Out of Your Comfort Zone

6:58 Parts Language

8:09 Goals

11:50 Connect with Michael

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A successful automotive company always prioritizes their people just as they do with their customers. After all, they’re an essential part of the business and they help run it. That’s Mike Weldon’s advice.

As the Fixed Operations Director of the Hansel Auto Group, Mike has had extensive experience with the automotive industry. He takes inspiration from his father who was his first mentor when they worked together in the 1950s fixing their clients’ television appliances and other electronic equipment. When they opened their car business in California in the 1960s, he learned relevant skills in automotive and valuable techniques in dealerships. Working with the Toyota Agency and the Ford Motor Company in the 1970s and 1980s further defined his career.

Mike stresses the importance of valuing people in the company and hiring potential employees on the basis of their desire and interests for the job. Experience may qualify a person for the position, but their desire to learn and excel will encourage them to achieve their full potential. With interested employees and the quality of their work, the business will continue to succeed, even during challenging times. As Mike puts it, giving people chances to learn and grow with the company matters most in running a successful automotive business in an ever-changing industry.

In this Episode:

0:00 Introduction

0:38 Growing Up with the Business

3:13 Venturing Out on Your Own

6:08 Experience vs. Desire

8:55 Do It for Others

9:20 Females in the Industry

10:34 Overcoming Challenges

13:00 Culture

14:14 Tools for the Business

16:13 Value of Time

18:15 Reach Out to Mike

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Want to stay alive in the hyper competitive auto industry? Steve Apicella, CEO of Strategic DX, shares his best tips for standing out in this industry in flux.

Steve brings decades of experience and multiple awards, including 2022 AWA, 2021 Platinum Dealers’ Choice, 2018 Industry Summit Tech Challenge… Let’s just say, Steve knows the business.

Steve shares a glimpse of his story from starting his career as a vendor, to being dedicated in sales and service for consumers. We discuss team collaboration strategies and how that impacts the customer experience. Let’s face it, if you’re going to compete with Amazon, you MUST give an unforgettable experience, but what does that look like in the social media, post-lockdown world? Steve is about to break it down!

In this episode:

03:57 — Knowing your consumer

06:27 — Dealer-Customer ownership journey

07:21 — Business built on relationships

14:35 — Modern way of engagement

16:59 — Acknowledging awareness as a challenge

31:29 — Inclusivity in the Auto Industry

44:32 — What would you say your biggest failure is?

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