A podcast for your success
Tune in to take the lead on fixed ops success. Join us as we accelerate best practices for transforming your dealership’s parts, service and collision center operations. Featuring unfiltered advice from industry insiders, each weekly episode focuses on strategic solutions to boost efficiency, maximize profits and steer your business to excellence. Whether you’re stuck in a slump or sailing smoothly, Driving Insights delivers actionable insights for getting into the fast lane. Put the pedal to the metal on reaching your fixed ops potential by subscribing today!
New episodes available every Monday!
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Episode 01
The Power of Convenience
On this episode of Driving Insights, we explore how dealerships can revolutionize their service departments to cater to today’s time-crunched customers. Discover strategies to streamline operations, from promise times and customer updates to express lanes and fast service options. Learn how prioritizing convenience can boost customer satisfaction, foster loyalty, and drive profits through increased retention and service drive traffic. Uncover the transformative changes that can help your dealership deliver the convenient, customer-centric experience modern drivers expect – and gain a lasting competitive edge.
Episode 02
Thinking Outside the Rim
On this episode of Driving Insights, we reveal how selling tires transforms dealership service centers from revenue leakage to customer loyalty engines. Learn to upgrade bays, train staff, and promote offerings capturing profit potential sitting right under your nose. Quit sending sales out the door and make simple pivots establishing your dealer as the convenient one-stop shop drivers desperately need.
Episode 03
Crunching Hours Not Techs
On this episode of Driving Insights, we explore how dealerships can strategically extend service hours to boost customer convenience without overworking staff. Discover data-driven approaches to assess capacity, survey preferences, and design creative schedules that drive retention. Gain best practices for rolling out and refining extended hours to stay competitive. If you want to grow service business through flexibility, don’t miss this episode!
Episode 04
Flat Rate or Flat Wrong?
On this episode of Driving Insights, we delve into the critical issue of technician compensation in the automotive service industry. We explore how the prevalent flat rate pay model contributes to high turnover, low morale, and decreased service quality, and discuss alternative compensation structures that can better support technician retention and motivation. Join us as we share insights on creating a more sustainable and equitable pay system that benefits both technicians and shop owners alike.
Episode 05
Customer Retention Forges Unbreakable Bonds
On this episode of Driving Insights we uncover the secret weapon for dealership growth that’s been hiding in plain sight – your existing customers! Discover why prioritizing customer retention and transforming satisfied buyers into vocal brand advocates can accelerate business more than chasing down new prospects. We’ll dive into eye-opening statistics on the revenue-boosting ripple effect of referrals and repeat purchases from loyal clients. Plus, we share proven strategies to start strengthening customer relationships, experiences and enthusiasm starting today.
Episode 06
Menu Please!
On this episode of Driving Insights we explore a game-changing strategy for automotive service departments: maintenance menus. Just like a well-crafted restaurant menu whets your appetite, service menus give customers a tantalizing taste of transparency. We’ll dish out practical tips on how these menus can inform and empower your customers, supercharge their trust, and keep them coming back for more. Discover how serving up a side of clarity with every service can drive your shop to new heights of efficiency, consistency, and profitability. Join us as we reveal the recipe for success that’s been right under your nose at every restaurant visit. Trust us, this is one menu you won’t want to miss!
Episode 07
Shifting Express Service into High Gear
On this episode of Driving Insights, we explore how to transform your Express Service department into a profit-generating powerhouse. Discover the “Big 3” concepts of Quality, Time, and Sales, and learn proven strategies for optimizing each area to drive revenue growth and deliver exceptional customer experiences. Tune in now and get ready to revolutionize your dealership’s success!
Episode 08
Where’s the PICNIC?
On this episode of Driving Insights, we dive into the world of “PICNIC” situations in the service department – those pesky cases where a misunderstanding about a vehicle’s features leads to wasted time and resources. From thorough staff training to clear customer communication, we’ll cover the strategies you need to keep your service lane running smoothly and efficiently. Don’t let knowledge gaps put the brakes on your productivity!
Episode 09
Mastering the Art of Vehicle Walk Arounds
On this episode of Driving Insights, we dive deep into the world of vehicle walk arounds and uncover the strategies that can transform your service drive. Discover how implementing standardized checklists, leveraging the support of porters or greeters, and incorporating professional displays can revolutionize your customer experience. Learn the secrets to building trust, increasing sales, and fostering long-term customer relationships through consistent and engaging walk arounds. Get ready to take your service game to the next level and unlock the hidden potential of your fixed operations department.
Episode 10
Short-Form Videos For Service Department Growth
On this episode of Driving Insights, we dive deep into the world of short-form video content and social media, revealing how automotive service departments can leverage these powerful tools to engage customers, showcase expertise, and drive growth. Learn the secrets to creating viral-worthy videos, utilizing platforms like TikTok and Instagram, and building a strong online presence that will elevate your service department to new levels of success. Whether you’re a social media beginner or an experienced marketer, this episode is filled with practical insights and strategies that will help you supercharge your marketing efforts and outpace your competition. Press play now and get ready to revolutionize your service department’s digital presence!
Episode 11
The Blueprint for the Perfect Service Manager – Part 1
On this episode of Driving Insights, we dive deep into the world of automotive service management and explore the essential qualities, skills, and strategies that separate the best from the rest. Discover the key ingredients that make up the perfect Service Manager, from their technical expertise and leadership abilities to their unwavering focus on customer satisfaction and business growth. Whether you’re a seasoned Service Manager looking to take your skills to the next level or an aspiring leader seeking to make your mark in the industry, this episode is packed with valuable insights and actionable advice that will help you drive your service department to new heights. Tune in now and unlock the secrets to service management success!
Episode 12
The Blueprint for the Perfect Service Manager – Part 2
On this episode of Driving Insights, we continue to unlock the secrets to becoming an exceptional Service Manager. Learn how to build strong relationships with your team, lead by example, foster a culture of accountability, and continuously seek improvement. Gain valuable insights on setting clear expectations, providing meaningful feedback, and encouraging open communication to create a high-performing and engaged team. Elevate your leadership skills and drive your service department to new heights of success with these proven strategies and practical advice.
Episode 13
8 Ideas to Get More People Through the Doors
On this episode of Driving Insights, we dive into 8 innovative ideas to revolutionize your fixed operations and skyrocket your service department’s success. From multi-car offers and personal care days to oil filter giveaways and tiered oil change services, you’ll learn how to implement creative strategies that boost customer retention, maximize profitability, and transform your service lane into a revenue-generating powerhouse. Get ready to take your fixed ops game to the next level with these proven tactics that will set your dealership apart from the competition. Tune in now and get ready to ignite your fixed ops growth!
Episode 14
To BDC, or not to BDC? That is the Question.
On this episode of Driving Insights, we dive deep into the world of Service Business Development Centers (BDCs) and explore how implementing one can transform your dealership’s service department. Learn the key steps to planning, setting up, and managing a successful Service BDC that drives customer satisfaction, efficiency, and profitability. From defining roles and responsibilities to establishing key performance indicators and fostering a culture of continuous improvement, this comprehensive guide provides a roadmap for success. Whether you’re a Service Manager, Fixed Ops Director, or General Manager, this episode is a must-listen for anyone looking to take their service operations to the next level. Tune in now and get ready to elevate your dealership’s service game!
Episode 15
The Goal Standard: Technician Production Objectives
On this episode of Driving Insights, we explore the transformative power of setting clear, achievable goals in your service department. Join us as we discuss the key strategies for implementing a highly effective production objectives program that will supercharge your technicians’ efficiency, boost your bottom line, and elevate your customer experience. From analyzing data and setting realistic targets to communicating objectives and fostering a culture of accountability, we’ll provide you with a comprehensive roadmap for success. Whether you’re a seasoned Service Manager or a newcomer to the industry, this episode is packed with actionable insights and proven techniques that will help you master the art of technician productivity. Tune in now and get ready to take your service game to the next level!
Episode 16
Seamless Transitions: Mastering the Sales to Service Handoff
On this episode of Driving Insights, we explore the critical importance of the Sales to Service Handoff in the automotive industry. Learn how to create a seamless transition from the sales floor to the service lane, fostering long-term customer relationships and loyalty. Gain insights into the key strategies and best practices that will help your dealership bridge the gap between sales and service, ultimately driving success and profitability. Don’t miss this opportunity to take your customer experience to the next level and secure a competitive edge in the market.
Episode 17
Mobile Service: Is This the Next Frontier in Auto Service?
On this episode of Driving Insights, we explore the exciting frontier of mobile service in the automotive industry. Learn how this innovative approach is transforming vehicle maintenance and repair, offering unparalleled convenience and customer satisfaction. We delve into the technology and tools that make mobile service possible, discuss the challenges and solutions in implementation, and examine the economic and environmental impacts of this growing trend. Join us as we present case studies of successful mobile service operations and envision the future of fixed operations in the automotive sector.
Episode 18
The Power of The Seven Controllables
On this episode of Driving Insights we dive deep into the Seven Controllables that form the backbone of a thriving service department. We explore how mastering these crucial elements can transform your financial performance, boost efficiency, and elevate customer satisfaction. From managing expenses to optimizing calendar utilization, this episode provides actionable strategies for service managers to take control of their department’s profitability. Whether you’re a seasoned professional or new to the role, you’ll gain valuable insights to navigate the complex world of service department finances and drive your operation to new heights of success.
Episode 19
Hours Per RO: The Silent Profit Killer
On this episode of Driving Insights we challenge the long-standing reliance on Hours Per RO as the gold standard for measuring service department performance. We expose the hidden pitfalls of this metric and introduce a more comprehensive approach to evaluating success. Learn how shifting your focus can lead to improved customer satisfaction, increased loyalty, and long-term profitability. We’ll explore alternative metrics that provide a holistic view of your operations and offer practical strategies for implementing these changes in your service department. Whether you’re a seasoned manager or new to the industry, this episode will transform the way you think about performance measurement in fixed operations.
Episode 20
The Art of the Customer Experience
On this episode of Driving Insights, we dive deep into the art of creating exceptional customer experiences in your dealership’s service department. We explore ten key strategies that can transform routine service visits into memorable interactions, fostering customer loyalty and driving long-term profitability. From building a team of experts to leveraging cutting-edge technology, we cover practical tips and innovative approaches that will set your service department apart. Whether you’re looking to refine your current processes or completely overhaul your customer service strategy, this episode offers valuable insights for service managers, fixed ops directors, and general managers alike. Tune in to learn how to elevate your service department and create lasting impressions that keep customers coming back.
Episode 21
Express Service: Beyond Quick Fixes
On this episode of Driving Insights we dive deep into the world of express service operations. We explore innovative strategies to boost efficiency, enhance customer satisfaction, and drive profitability in your dealership’s express lane. From optimizing staffing models to implementing cutting-edge identification systems, we cover the latest techniques that are transforming quick service departments. Whether you’re struggling with overflow management or looking to elevate your express service game, this episode offers practical insights and actionable tips to help your dealership thrive in the fast-paced world of automotive express service.
Episode 22
Employee Reviews Should Go Beyond the Checkbox
On this episode of Driving Insights, we tackle the often-dreaded topic of performance reviews and reveal how to transform them into powerful tools for growth and engagement. Learn why traditional approaches fall short and explore innovative strategies to create meaningful, objective-based evaluations. We’ll discuss the benefits of separating pay discussions from performance feedback, and share practical tips for fostering a culture of continuous improvement. Whether you’re a manager looking to enhance your review process or an employee seeking to maximize these conversations, this episode offers valuable insights to help you turn performance reviews into opportunities for success and development.
Episode 23
Numbers Speak Louder Than Words
On this episode of Driving Insights, we dive deep into the financial metrics that drive success in automotive service departments. Learn how to calculate and interpret crucial figures like Cost of Sales, Effective Labor Rate, and Gross Profit Percentage. We explore practical applications of these metrics, showing you how to use them to make informed decisions, optimize operations, and boost profitability. Whether you’re a seasoned manager or new to the role, this episode will sharpen your financial acumen and equip you with the tools to take your department’s performance to the next level. Tune in to transform your approach to financial management and drive your service department towards greater efficiency and success.
Episode 24
Attitude Is The Service Advisor's Secret Weapon
On this episode of Driving Insights, we delve into the critical role of attitude in the success of service advisors. Learn how to harness the power of positivity to transform customer interactions, boost team morale, and drive departmental success. We explore key strategies for developing essential traits like trustworthiness and empathy, while mastering the art of active listening. You’ll gain valuable insights on reframing challenges as opportunities for growth, maintaining integrity in difficult situations, and aligning your personal motivations with professional satisfaction. Whether you’re a seasoned service advisor or new to the field, this episode offers practical tips to elevate your performance and create exceptional experiences for your customers.
Episode 25
The Ripple Effects of Good Coaching
On this episode of Driving Insights, we dive deep into the power of effective coaching in the workplace. We explore how coaching differs from traditional training and counseling, and why it’s become an essential tool for modern managers. Learn about the COACH framework, a practical approach to developing your coaching skills and fostering a culture of continuous improvement. We’ll also tackle the art of giving feedback, the importance of recognition, and how to strike the right balance between guidance and empowerment. Whether you’re a seasoned manager or new to leadership, this episode offers valuable insights to enhance your coaching approach and drive your team’s success. Tune in to elevate your leadership skills and create a more engaged, productive workplace.
Episode 26
Repair Order Surveys are a Goldmine of Hidden Data
On this episode of Driving Insights, we dive deep into the power of repair order surveys and their crucial role in elevating service department performance. Learn how these often-overlooked tools can boost customer retention, optimize pricing strategies, and drive profitability. We explore the key metrics revealed by repair order analysis and discuss how to leverage this data for targeted coaching and training initiatives. Whether you’re a seasoned service manager or new to the field, this episode offers practical insights on using repair order surveys to shift from working in your business to working on it, paving the way for long-term success and growth in your fixed operations.
Episode 27
MPVI Magic: Turning Inspections into Profit
On this episode of Driving Insights, we dive deep into the power of Multi-Point Vehicle Inspections (MPVIs) and their ability to elevate your service department’s performance. Learn how to conduct MPVIs that not only impress customers but also boost retention and revenue. We’ll walk you through each step of the process, from the initial customer greeting to the final review, and reveal strategies for turning routine inspections into opportunities for building trust and loyalty. Whether you’re looking to refine your current MPVI process or overhaul it completely, this episode offers practical insights to help your service team deliver exceptional value with every inspection. Tune in to gain the knowledge you need to transform your MPVIs from a standard procedure into a cornerstone of your service department’s success.
Episode 28
Recruiting the Next Generation of Service Advisors
On this episode of Driving Insights, we dive deep into the art of attracting and retaining the next generation of service advisors. We explore the unique expectations of Millennials and Gen Z in the workplace, and how dealerships can adapt to meet these needs. From flexible scheduling to comprehensive training programs, we unpack strategies that can help your service department thrive in a competitive job market. Learn how to create a fair and equitable work environment that resonates with younger employees, while leveraging technology to enhance onboarding and daily operations. Whether you’re struggling with high turnover or looking to infuse fresh energy into your team, this episode offers practical insights to help you build a dynamic, multi-generational workforce that drives customer satisfaction and boosts your bottom line.
Episode 29
The Top Five Reasons You're Losing Your Service Customers
On this episode of Driving Insights, we dive deep into the critical factors that drive customers away from service departments and provide actionable strategies to reverse this trend. Learn how to optimize your hours of operation, enhance phone skills, craft competitive pricing strategies, and balance speed with quality service. We also explore the often-overlooked issue of customer indifference and share techniques to build genuine relationships that foster loyalty. Whether you’re struggling with customer retention or looking to elevate your service department’s performance, this episode offers valuable insights to help you create a thriving, customer-focused operation that stands out in a competitive market.
Episode 30
The Top Five Reasons You're Losing Your Service Customers
On this episode of Driving Insights, we explore innovative approaches to employee motivation in the automotive industry. Moving beyond traditional bonuses, we examine how understanding individual needs and cultural contexts can drive remarkable improvements in productivity and job satisfaction. From unique perks to family-oriented rewards, we uncover creative strategies that resonate with employees on a personal level. Whether you’re struggling with team performance or aiming to reduce turnover, this episode offers fresh perspectives on fostering a more engaged and productive workforce in your fixed operations department. Tune in to gain valuable insights that will help you tailor your motivation tactics and create a thriving work environment.
Episode 31
Beyond Nine to Five: Rethinking Service Hours
On this episode of Driving Insights, we explore the powerful impact of extended service hours on automotive dealerships. We discuss practical strategies to boost customer retention and profitability by adapting your service schedule. From analyzing market demand to implementing innovative work shifts, we provide actionable insights to help you extend your service capabilities efficiently. Learn how to evaluate your market position, understand customer needs, and stay competitive in an evolving industry. Whether you’re considering night shifts or weekend hours, this episode equips you with the knowledge to enhance your service department’s performance and customer satisfaction.
Episode 32
Balancing the Service Manager's Core Duties
On this episode of Driving Insights, we dive into the critical challenges facing service managers in automotive dealerships. We explore the delicate balance required to juggle multiple responsibilities while maintaining department efficiency and customer satisfaction. Learn how prioritizing process management can lead to improved operations, reduced stress, and increased profitability. We discuss practical strategies for implementing effective systems, overcoming common hurdles, and shifting from reactive to proactive leadership. Whether you’re a seasoned service manager or new to the role, this episode offers valuable insights to help you streamline your department, empower your team, and achieve long-term success in fixed operations.
Episode 33
Other 3 C's - Commitment, Communication, and Consistency
On this episode of Driving Insights, we delve into the lesser-known pillars of service department success: Commitment, Communication, and Consistency. These “Other 3 C’s” complement the well-established Concern, Cause, and Correction framework, offering a fresh perspective on elevating your automotive service operations. Learn how integrating these principles can set your dealership apart, fostering customer loyalty and driving long-term profitability. We explore practical strategies for implementation, common challenges, and the competitive advantages gained by mastering all three elements. Whether you’re a seasoned service manager or new to the industry, this episode provides valuable insights to enhance your team’s performance and create exceptional customer experiences.
Episode 34
Fueling Growth with Ongoing Training
On this episode of Driving Insights, we delve into the crucial role of comprehensive training in fixed operations. Learn how a well-structured training program can empower your team, allowing managers to focus on strategic growth while improving customer retention and employee satisfaction. We explore practical strategies for implementing effective training initiatives, discuss the long-term benefits of investing in your staff’s development, and examine how proper training contributes to higher fixed-right-first-time rates. Whether you’re a seasoned fixed ops leader or new to the field, this episode offers valuable insights on leveraging education to drive efficiency, boost profitability, and create exceptional customer experiences in your service department.
Episode 35
The Secrets to Recruiting and Retaining Technicians
On this episode of Driving Insights, we dive deep into the challenging landscape of technician recruitment in the automotive industry. We explore innovative strategies to attract and retain top talent, going beyond traditional hiring methods. Learn how to reshape your dealership’s approach to recruitment, from developing unique selling points to creating a workplace that skilled technicians desire. We discuss the importance of adapting business models, prioritizing customer convenience, and leveraging input from your current technical staff. Whether you’re struggling to fill positions or looking to build a dream team, this episode offers practical insights to help your service department stand out in a competitive job market. Tune in for actionable advice on how to become the employer of choice for the best technicians in the industry.
Episode 36
Timeless Principles for Modern Profits
On this episode of Driving Insights, we strip away years of industry experience to see your service department through your customers’ eyes. From the moment they enter your service drive to the final vehicle delivery, we examine how returning to core service principles can strengthen your operation. We explore why these fundamental building blocks of automotive service haven’t changed since 1921, and how mastering them creates lasting customer relationships. Learn why the basics of service excellence remain your most powerful tool for building trust, increasing efficiency, and driving profitability. Whether you’re struggling with customer retention or looking to enhance your service performance, this episode offers practical insights for elevating your entire operation.
Episode 37
Creating a Team Culture in Your Service Department
On this episode of Driving Insights, we dive deep into the world of teamwork and explore how building a cohesive, collaborative team can propel your dealership’s fixed operations to new heights. Learn the key strategies for fostering open communication, setting clear goals, and creating a culture of continuous improvement that will help your service department thrive. We’ll also discuss the crucial role of leadership in modeling teamwork and implementing the four golden rules of effective collaboration. If you’re looking to take your fixed operations team to the next level, this episode is a must-listen!
Episode 38
Turning Repeat Repairs into Customer Trust
On this episode of Driving Insights, we explore how service departments can turn repeat repairs into powerful opportunities to build trust and loyalty. Learn effective strategies for managing customer comebacks with professionalism, structured processes, and genuine care, transforming potentially challenging moments into lasting relationships. From handling customer frustrations to implementing the R.A.L.L.Y. Method and quality control practices, this episode provides actionable insights for any Fixed Ops team looking to strengthen customer bonds and improve service efficiency. Tune in to see how the right approach to repeat repairs can elevate your department’s performance and customer satisfaction.
Episode 39
Building Lasting Value in Service Visits
On this episode of Driving Insights, we dive into the art of building genuine value in every customer service visit. Learn how each interaction, from the first phone call to follow-up, can foster trust, strengthen customer relationships, and boost retention. We’ll explore strategies to create a seamless and memorable experience that keeps customers coming back, transforming routine visits into lasting connections. Tune in to find out how simple adjustments in communication, preparation, and follow-through can make a big impact on your Fixed Operations department’s success.
Episode 40
Strategies to Optimize Service Department Performance
On this episode of Driving Insights, we delve into the core strategies that drive profitability in Fixed Operations. From producing high-quality flat-rate hours and managing effective labor sales rates to controlling expenses and earning long-term customer loyalty, this episode provides actionable insights to help your service department thrive. Learn how to align your team, elevate the customer experience, and create sustainable success in your operations.
Episode 41
Rethinking Service Advisor Essentials
On this episode of Driving Insights, we explore the critical tools and processes service advisors need to perform at their best. From essential physical resources to structured workflows and communication strategies, learn how equipping advisors properly leads to better customer experiences, greater efficiency, and stronger dealership performance. Tune in to find out what it takes to support your advisors and elevate your Fixed Operations.
Episode 42
The Customer Experience Begins With a Phone Call
On this episode of Driving Insights, we explore how your service department’s phone interactions can impact customer loyalty and retention. Learn how to evaluate the customer experience, identify common pitfalls, and implement practical strategies to improve every call. Whether it’s hold times, tone of voice, or information clarity, small changes can make a big difference in how customers perceive your business. Don’t miss this deep dive into creating a better first impression over the phone.
Episode 43
The 8 Essentials of Effective Service Management
On this episode of Driving Insights, we explore the 8 principles that define effective leadership for Service Managers. Learn how to build stronger teams, enhance customer experiences, and implement strategies that drive operational excellence. From mastering time management to retaining top talent and making data-driven decisions, this episode provides actionable insights to elevate your service department’s performance and long-term profitability.
