Welcome...

M5™ is a performance improvement coaching firm that specializes in advancing fixed operations of auto dealerships around the world. Our website is a great venue for our clients to familiarize themselves with our company’s goals, objectives and philosophy in serving you, our clients.One of our main goals is to provide you with state of the industry ideas and techniques to help you advance your level of performance in fixed operations. Be sure to visit "About M5™". There, you will view our greatest asset; our people! We have a group of professionals who know how to affect positive change in your dealership and they do it with a high level of passion and enthusiasm.

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The Perception of Conveneience
by: Lee Harkins

Convenience drives our lives! We are a time-hungry society; we need and demand more – period!

As consumers, we are no different than our customers. We demand convenience in what we do, as well. We have developed a dependence on it everywhere we turn. It never ceases to amaze me how the employees of many of your dealerships hold the customer in contempt because they are in a hurry, but are the first to complain if they don’t get their way in a retail setting. What are we not getting? I believe it’s very simple, we have double standards. One, for how we think the customer should behave and, the other, how the customer does behave. Who gives a flip how we think the customer should behave? They demand we perform in accordance to their wants, or they leave. It’s that simple!

Continued in our Newsletter (08/25/10)

Jack Fitzpatrick joins M5™ Management Services, Inc.
by: Tim Harkins

Jack has over 20 years of automotive industry experience, with the majority of that experience in the Service department. While Jack started his career in the sales department at a Lincoln Mercury Mazda store in New York, he quickly gravitated toward the service department and was one of the top performing Service Advisers. Jack was a leader in customer satisfaction and generating gross for the company. Jack then moved into a Hyundai store advancing over time from Assistant Service Manager to the Parts and Service Director of two Hyundai locations. While in Hyundai retail, Jack was selected to the Service Manager’s advisory council for the Eastern region and was always rated among the top performers in retail labor sales and customer satisfaction for Hyundai’s Eastern region. Jack then started consulting directly with Hyundai dealers on the east coast.

Welcome to M5, Jack, from all the Team! Lee, Susan, Tim, Dave, Jack, Bruce, and Steve!

See Jack's Introduction Video...

Bruce Gamble joins M5™ Management Services, Inc.
by: Steve Shaw

Here we go again. Why is it that all the consultants are from Birmingham, Alabama?

Mr. Bruce Gamble, long time fixed operations manager, coach, and consultant has joined M5™ Management Services. It must be a southern thing; maybe it’s something in the water there in Alabama, M5™. Let us all support Mr. Gamble on his new venture with our company.

Bruce began his career sweeping the floors of Birmingham dealerships in 1968. In a short time Bruce moved through the ranks in parts and service and served in almost every position in the Fixed Operations Departments, including Fixed Operations Director. After serving 19 years in retail and 8 years as a Director, Bruce joined a consulting and training firm where he specialized in both service and parts consulting. Bruce has done work for nearly every product line. He has worked with many import manufacturers developing training and improvement strategies.

When Bruce is not burning up the airways, jet setting from dealership to dealership around the country, he enjoys his time at home rooting for the Auburn Tigers, volunteering, and he is a computer/gadget nut. Send Bruce’s wife, Wendy, an email and wish her well on Bruce’s travels. She is going to miss him.

Welcome to M5, Bruce, from all the Team! Lee, Susan, Tim, Dave, Jack, Jim, and Steve!

See Bruce's Introduction Video...

Jim Richter joins M5™ Management Services, Inc.
by: Tim Harkins

We'd like to introduce our newest member to the M5™ team: Jim Richter. Jim is a management professional with over 40 years of experience working with Importers, Distributors, and Dealers in North America and Europe. Jim started with Volvo, moved onto Renault and then BMW when it was taken over from the Distributor. He was responsible for Fixed Operations Business Development for the private Mazda Distributor in the 1990’s and has extensive experience training District Managers as well as dealership personnel. He has been writing for Dealer Magazine since 2004 specializing in Parts Management. He has been in the Coaching/Consulting business since 1999 working in the Automotive, Power Sports, and Marine industries.

Welcome to M5, Jim, from all the Team! Lee, Susan, Tim, Dave, Jack, Bruce, and Steve!

See Jim's Introduction Video...

The Lessons from the Past
by: Lee Harkins

I had the opportunity to speak at a recent OEM sponsored parts and service meeting, I was pumped to see the number of people smiling again! What a welcomed sight. We have a lot to be thankful for, and at the same time must look back and ask ourselves what have we learned from the last several years.

Continued in our Newsletter (08/11/10)

Fire the Driver!
by: Jim Richter

It’s time to upgrade the position!

A few years ago I was visiting a client during the summer and I noticed a scruffy looking young man loading parts onto one of the delivery trucks. He wore frayed shorts with a faded tee shirt and sandals; his hat was turned sideways and an assortment of facial piercings completed his wardrobe. I asked the parts manager who he was and was informed that he was “summer help”. When I inquired why he hired this fellow I was told it was the office manager’s son and he had no choice. Imagine my surprise when this young person hopped into the truck and proceeded out to make deliveries!

Continued in our Newsletter (08/18/11)