Afleveringen
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On this episode of Driving Insights, we take a deep dive into how pay plans shape advisor behavior, customer interactions, and overall service department efficiency. Compensation structures influence everything from customer engagement to shop throughput, often in ways that dealerships donât realize. If your advisors are prioritizing their paychecks over service quality or limiting their workload despite open capacity, it might be time to rethink the system. Learn how the right pay structure can drive performance, improve retention, and create a stronger Fixed Ops department.
Episode 50 Homework -â â Download
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On this episode of Driving Insights, we take a hard look at why customers are leaving dealership service departments and what can be done to bring them back. From weak sales-to-service handoffs and inconvenient hours to appointment bottlenecks and employee interactions, small missteps are costing dealerships long-term business. Weâll break down the key factors driving customers to the aftermarket and share strategies to create a service experience that keeps them coming back.
Episode 49 Homework -â â Download
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Zijn er afleveringen die ontbreken?
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On this episode of Driving Insights, we explore the challenges service departments face in achieving financial stability and examine how parts transfer can distort true profitability. Learn how to calculate what it takes to break even, identify key contributors to underperformance, and implement actionable strategies to optimize operations. Whether youâre striving for efficiency or aiming to close revenue gaps, this episode offers practical insights to help your department thrive.
Episode 48 Homework - â â Download
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On this episode of Driving Insights, we take a closer look at how your service departmentâs environment can impact efficiency, customer satisfaction, and team performance. From assessing your facility with fresh eyes to identifying areas for improvement in organization, cleanliness, and workflow, this episode provides practical strategies to elevate your operation and create a space that reflects the professionalism your customers expect.
Episode 47 Homework - â â Download
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On this episode of Driving Insights, we explore the hidden mindset holding your Fixed Operations team back: the unspoken belief of âI make enough.â Weâll discuss how this attitude manifests in technicians, advisors, and managers, and provide actionable strategies to foster a culture of growth, accountability, and higher performance. Learn how clear goals, effective coaching, and the right processes can help your team achieve more than they ever thought possible.
Episode 46 Homework - â â Download
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On this episode of Driving Insights, we explore how proactive preparation can elevate your service departmentâs efficiency and customer satisfaction. Learn how tools like the Pre-write packet, effective communication strategies, and streamlined workflows can help your team handle daily challenges with confidence while fostering trust and delivering a seamless customer experience. Donât miss this deep dive into practical solutions for Fixed Operations success.
Episode 45 Homework - â â Download
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On this episode of Driving Insights, we explore how adopting a fresh perspective can elevate your service department in the new year. Learn how treating every day like a celebration creates a welcoming environment for customers, inspires your team, and sets the tone for lasting success. From first impressions to attention to detail, this episode is packed with actionable insights to help you make this year your most successful yet.
Episode 44 Homework - â â Download
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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 departmentâs performance and long-term profitability.
Episode 43 Homework - â â Download
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On this episode of Driving Insights, we explore how your service departmentâs 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 itâs hold times, tone of voice, or information clarity, small changes can make a big difference in how customers perceive your business. Donât miss this deep dive into creating a better first impression over the phone.
Episode 42 Homework - â â Download
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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 41 Homework - â â Download
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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 40 Homework - â â Download
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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. Weâll 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 39 Homework - â â Download
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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 departmentâs performance and customer satisfaction.
Episode 38 Homework - â â Download
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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 37 Homework - â â Download
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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 36 Homework - â â Download
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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 35 Homework - â â Download
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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 34 Homework - â â Download
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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 33 Homework - â â Download
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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 32 Homework - â â Download
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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 31 Homework - â â Download
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