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!
Available to listen on these platforms
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.
