Fixed Ops Roundtable

Michael Barich is a seasoned dealership fixed operation professional who's career spans the decades back to the early 1990s. During that time he has worked as a service director for several different dealerships and now helps dealers as a consultant with BAR Automotive.

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What we discuss in this episode:

00:56 - Ted notes that it's a lot of fun following Michael on social media where he showcased the work him and his team accomplished while working at Murfreesboro Nissan.

"That's the part that always inspired me from the get go was the ability to coach and teach and train people and watch their success in their career path. It has always been my favorite part."

3:35 - Michael's first job as a manager was when he served as a parts manager, and notes that the experience really helped him understand both sides of the fixed ops department.

9:35 - Michael believes that winning in fixed ops requires a competitive nature, and leaders who want to help their team win.

"I would first tell everybody to maintain being a student. I think being a student allows us to continue to grow. In this business, there's a lot of information that gets shared on a daily basis and I think for me, it's always inspired me to be a lifelong student."

Listen to the episode featuring Michael Barich for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Guest Name

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Leonard A. Bellavia is the founding partner at Bellavia Blatt (dealerlaw.com) and specializes in dealership franchise law. With the variety of announcements coming from OEMs, including class action lawsuits in Australia, it's timely that Leonard joins us to discuss the future of retail automotive and answer the question: Are OEMs taking over for franchise dealers?

What we discuss in this episode:

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What we discuss in this episode:

03:25 - Are dealers going to be at risk of being cut out of the sales process? Leonard explains that the franchise system has been in place for a hundred plus years, which begs the question: Is something that's not broken really in need of repair?

"The concept of radicalizing and revolutionizing changes to the auto franchise system is nothing new. We saw it in the eighties and then with companies like Saturn. We could probably write a book on all of the things that were supposed to radically change the way cars get sold to the public, but low and behold, we seem to always revert back to the good old hometown dealer."

07:23 - Leonard shares that manufacturers will say that things need to chang because the public "doesn't like the current system of buying a car." They aren't wrong. The current experience takes longer than it should and it's not convenient to have to wait through the back and forth.

If anything, this should cause dealers to look deeply at the customer experience they are offering. As Len points out, "the problem with the term customer experience is that it's being relied upon too heavily as a scaepgot for changing the whole system. Dealers and OEMs are in lockstep. They both want the customer experience to be positive, so sometimes the manufacturer will say that they are going to make changes because they want to try and improve the way dealers treat the consumer. But dealers treat the consumer pretty well, and they are trying to improve."

Listen to the episode featuring Leonard Bellavia for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Leonard Bellavia!

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Dealership fixed operations continue to evolve, especially in the last few years when more dealerships are offering mobile service solutions. Ed Robert, Mark Mickens, and Robert Stage are join the podcast and share their insights about mobile fixed operations.

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What we discuss in this episode:

01:52 - Mobile fixed ops services are the way of the future and an opportunity just sitting in front of car dealership. Ed Roberts, Chief Operations Officer at Bozard Ford, Lincoln shares that including his mobile units, he has a capacity of 103 stalls. "I have 98 here at the store that I can't move very easily and then five that I could roll around."

03:23 - Mark Mickens is located 20 miles outside of New York City. Because everything is so close to the city, having mobile units on the road allows his dealership to service more customers and increase the customer base for the store. "I would recommend it to everybody."

06:32 - Facebook has been a great channel for letting existing and new potential customers know about the dealership's mobile service abilities.

08:56 - "Every time I add a truck, it stays busy from day one. we don't even add it to the website because it's full without the extra advertising."

Listen to the episode featuring Ed Roberts, Mark Mickens, and Robert Stage for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

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John Riffe is the Fixed Ops Installer at DealerBuilt, a highly-flexible, enterprise-class ceDMS (consumer experience dealer management system) that empowers forward-looking auto dealers to realize their unique vision for their dealership.

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What we discuss in this episode:

01:15 - Ted shares how interesting it is that, especially in the last two years, that has been a spike in interest around the dealership fixed operations department. John adds that he believes the interest was always there. Traditionally fixed ops were at the back of the operation, which made it less visible. Still, in recent years it has moved more to the forefront with a heightened awareness of the importance of investing in the back-end.

02:40 - Dealers are increasingly interested in leveraging the back end of the business because they understand how the fixed ops department contributes to the bottom line revenue.

03:25 - John shares about some of the under-utilized possibilities when it comes to dealers using the DealerBuilt software.

07:00 - Ted asks John about ways to speed up customer service times, especially as it pertains to parts orders and other supply chain issues. The key is getting the fixed ops department to be more unified and getting the two departments (parts and service) to work more closely together as one.

Listen to the full episode featuring John Riffe for even more insights!

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• Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
• Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, John Riffe!

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
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Mike Rich is the VP of Marketing at RevolutionParts, an easy-to-manage solution helping car dealers revolutionize how they sell and source auto parts.

What we discuss in this episode:

01:47 - Mike is on a mission to remove as much friction from the auto parts department possible so that customers and dealerships can experience greater success. The result of this mission has led to what Mike calls a "crowdsourced" parts delivery program leveraging FedEx, Doordash, Lyft, and Uber.

03:45 - Dealers are benefiting from this service, especially as it pertains to service departments, and making sure they are turning over service lanes as quickly as possible. In particular, Mike and RevolutionParts can speed up parts delivered to the store so that vehicles can get repaired much quicker.

Crowdsourcing parts delivery through partners is also saving dealers money in terms of not needing a full-time staff member. "One of the things we talk about a lot is the cost of your own driver. Through the analysis we did, we found that the average driver in a dealership if he's doing about 300 deliveries a month, that's about $18 - $19 per delivery. So at $17 per delivery with this service, it's a great value at the end of the day."

Listen to the full episode featuring Mike Rich for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Mike Rich

Connect with Ted Ings and the Fixed Ops Roundtable:

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Dale Pollak, the founder of vAuto, and Dennis McGinn, the owner of Rapid Recon join the Fixed Ops Roundtable to share their perspective on the used car retail market and some key, data-driven insights about where things might be heading in the near future.

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Key insights from this episode about the used car market:

01:40 - 2021 was a most unusual year in the retail automotive industry. Dale Pollak expresses that it's certainly the most unusual year that he has observed during his four-decade career within the auto industry.

"Aspects of the last year is that we saw a used car market, which throughout the entire year virtually all of the year appreciated. That just doesn't happen! We know that automobiles are a depreciating asset and yet across virtually every sector, a vehicle, every price class, appreciated."

03:44 - Cox economists have revised their 2022 trend forecast of used vehicle retail sales down approximately 500,000 units. What Dale believes will occur in the balance of 2022 is a seasonal depreciation trend that will likely be accelerated. We will continue to see rising interest rates which create headwinds for automobile buyers.

05:12 - Dale believes that more potential retail buyers will choose to hang onto their existing vehicles which have created a spike in business for fixed operations, maintenance, and repair which is all trending upward across the nation. That's not without its own challenges which include supply chain shortages for vehicle parts as well as shortages in the workforce.

10:14 - Dennis McGinn shares that vehicle reconditioning is a great are for dealers to find opportunities for improvement. He shares that last year (2021) dealers really couldn't do any wrong, but as we experience more margin compression in the coming weeks and months, it's important for dealers to pay closer attention.

Listen to the full episode featuring Dale Pollak and Dennis McGinn for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Dale Pollak and Dennis McGinn!

Connect with Ted Ings and the Fixed Ops Roundtable:

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Ali Reda is a car sales professional at Les Stanford Chevrolet Cadillac in Dearborn, Michigan, and holds the world record of 1582 vehicles sold in the year 2017 — a record previously held for 44 years by famed car salesman Joe Girard. Ali's unique approach to car sales is something that he claims, anyone can learn and joins the Fixed Ops Roundtable to share his secrets.

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What Ali Reda and Ted Ings discuss in this episode:

01:34 - Kara Delaine asks Ali what the secret is to selling over 100 cars per month. Ali shares that there is no substitution for work. "We all know that. You gotta put in the world and build community-based relationships. It's building one person at a time and it was one sale at a time. It wasn't anything that was easy — it took some time... I gotta give credit to my community because that's ultimately what helped us get to that level of sales."

02:26 - Ali shares more details about his journey to becoming the top car sales professional in the world. The recession of 2008 taught Ali that he needed to approach the car business differently than other car salespeople. It was a life-changing time. He recalls attending a seminar that he didn't have the desire to attend but left inspired by learning from individuals who were selling 60+ cars per month. Once Ali achieved 60 cars per month, he was encouraged to come up with a new number and his book of business continued to grow from there. One day at a time, and before he knew it Ali achieved 200+ cars in one month.

13:44 - Ali speaks about the level of partnership that he has with the dealership he works at. "Without my manager, Scott Montgomery encouraging me that I can do better, I wouldn't be where I am. He gave me the freedom to grow."

"The ownership plays an enormous part of it because they looked at it as a partnership." Ali recounts that they could see where he was headed and created space for helping him get there.

"There was a lot of trial and error." Something that many dealerships struggle with. When there is money on the line we tend to expect an answer to all of our operational and sales challenges. Having an environment to test things out is key.

Listen to the full episode featuring Ali Reda for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Ali Reda

Connect with Ted Ings and the Fixed Ops Roundtable:

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Shon Kingrey is the Director of Fixed Operations at Step One Automotive Group, located in Fort Walton Beach, Florida, and joins the Fixed Ops Roundtable to share his experience overseeing 17 rooftops and 417 fixed operations employees.

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What Ted and Shon discuss in this episode:

04:43 - Shon explains that while 417 employees are a lot, it's important that they stay focused on how many family members are associated with that number. While other dealer groups were doing 30 or 40% cuts during the COVID pandemic, Step One Automotive is proud to have kept everyone gainfully employed.

05:35 - Shon shares how he got into the car business, in particular on the fixed operations side of the business from being a city boy who couldn't change a tire to the position he has now as fixed operations director. He spent three years as a general manager running both the front-end and back-end of the dealership but proudly exclaims, "I'm not a front-end guy. I'm a back-end guy. I'm a fixed ops guy — not a variable guy."

10:50 - Having stores located around the United States means that Shon has to keep track of many different styles of leadership remotely. "There are some managers who I talk to every day because they need that. There are others who quite frankly, don't want to hear from me."

11:23 - Shon explains that he feels his claim to fame is taking the time to really get to know his people — something worthwhile for anyone in a leadership position. There are accountability mechanisms in place that help the entire group function transparently. "I call out the good, the bad. We celebrate the victories and we challenge ourselves on the struggles we're having."

Listen to the full episode featuring Shon Kingrey for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Julie Douglas!

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Julie Douglas is the president of DealerPay, LLC, a dealer-specific payment processing company. Julie is an experienced enterprise sales professional. She strives daily to attract, build and maintain long-term business relationships. Her assertive, yet honest approach to sales and business practices has proven successful for almost 20 years and her greatest reward is a happy customer.

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What Ted and Julie discuss in this episode:

01:21 - Julie shares her background and how she started DealerPay, LLC. The goal is to help retail automobile dealers maximize their productivity, increase client retention, and help them save on each transaction.

04:24 - The payment is really the last experience the customer has at the dealership, whether it's in person or remote. That means that there must be a lot of functionality that offers customers multiple ways to pay and to make sure that the process is secure, fast, and in line with how modern car buyers want to be treated.

05:39 - In today's world, we have to be more nimble with capturing payments. Dealers shouldn't have to mess around with depositing checks or waiting for funding. DealerPay makes the process more efficient and eliminates many of those challenges.

Listen to the full episode featuring Julie Douglas for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Julie Douglas!

1. Connect with Julie on Linkedin

Connect with Ted Ings and the Fixed Ops Roundtable:

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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Kaylee Felio is the sales and marketing manager for PartsEdge, a powerful tool to maximize the potential of parts managers through technology and a touch of consulting. Through her 7 ebooks, Kaylee is helping parts managers with the key areas that they should focus on to be more profitable and to increase their level of service to customers.

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What Ted and Kaylee discuss in this episode:

04:19 - Kaylee shares some of the exciting innovations she is seeing and hearing about throughout the industry that is helping grow fixed operations within stores and creating new synergies across technicians, service advisors, and parts advisors.

05:15 - When employees know what they are supposed to do, that helps improve culture and encourages top talent to stay and give their best to the organization. Quality of life is very important to the new and emerging generation of workers which means that money won't solve all problems for them.

07:22 - Once you've established a healthy working environment, it's important to share that culture with the outside world, showcasing what makes your store different than any of your competitors.

10:28 - Counseling with employees is a great strength for today's leaders. The majority of the time, employees have the solutions to the problems the dealership faces, it's just a matter of including your team in the process of solving those problems.

Listen to the full episode featuring Kaylee Felio for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Kaylee Felio!

1. Connect with Kaylee on Linkedin

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement