In our first episode on recalls, we talked with Sean Reyes, the Chief Marketing Officer of Recall Masters. Sean discussed the current recall crisis and how service departments can use it to bring in new customers and increase revenue. Sean returns to the podcast in this episode to talk about:

The laws surrounding selling used vehicles with open recalls

Who has the responsibility for recall repairs

What dealerships can do to get more customers in for recall repairs.

Three Key Takeaways About Recalls

Recalls are a problem that isn't going away. Data shows that more dealerships and consumers are taking action, but the numbers are still way below what they should be. Recalls are piling on top of recalls from previous years.

The scariest variables are the recalls coming from software and electronics. These technologies govern driving, braking, and vehicle operation. If one in four vehicles on the road has a dangerous recall involving key vehicle operations, it's a very scary scenario. And that's not even taking self-driving cars into account.

This is a critical moment. There is a shortage of parts and a lack of technicians. But there are positive changes accelerated by the pandemic, such as mobile repair and vehicle pick-up and drop-off. Dealerships need to embrace these changes instead of trying to return to a pre-pandemic way of working. These new processes can win back customers from independent shops and evolve the recall department to be a revenue driver in the future.

If dealerships and consumers don't get the recall issue handled soon, it's likely more federal and state legislators will get involved in the next five years. We can avoid this by simplifying the process for consumers and making compliance a keystone of the process. Dealerships that want to handle recalls more effectively for their customers can reach out to Recall Masters. The Recall Masters team can offer advice and education to help dealerships share success within the industry.

Hit play now to listen to the full interview with Sean Reyes and get more insights into how your service department can take advantage of the recall crisis.

You might be a good service advisor. You've heard it from your supervisor, your customers, and your team. But how do you go from being a good service advisor to being a great one?

In this episode, Corey interviews Erick Jauregui, a service manager for two Chicago dealerships. Erick started as a porter and worked his way up to his current management position, where he's now teaching other advisors how to go from good to great. Here, he shares his key tips for service advisors who want to take their profession to the next level.

One thing to keep in mind is that you can't please everyone all the time. You are going to get bad survey results; it happens to everyone. What's important, though, is that you don't focus on those bad surveys. Focus on delivering authentic, genuine service through your process and the surveys will take care of themselves.

Erick says the three most important takeaways for a service advisor are:

1. Have the process work for you.

2. Invest in yourself. You're worth it.

3. Know your potential.

As a service advisor, do you want to show up and punch in and out, or do you want to make this a profession? If you behave like a professional, you'll get paid like a professional. Be willing to do the work and make the sacrifice, and it'll pay off.

Want to hear more about what Erick has to say about becoming a great service advisor? Hit play now and listen to his full interview with Corey.

Russel B. Hill: With inventory dwindling, revenue is taking a hit. However, with time-saving technology, you can convert your existing customers to new services. Hill suggests giving your service department the technological tools for success and bring everyone up to the 21st Century.

In a recent interview with Corey Smith of Fixed Ops 5, Russell Hill discussed educating consumers through video technology and converting them with embedded coupons.

For 30 years, Hill has represented the most successful marketing companies in the automotive industry and is Founding Manager & Partner of Fixed Ops Marketing, a dealership marketing software provider focused on increasing revenue per RO through videos.

Jim Roche: Look to the warranty business for service department growth in 2021

As vehicles become more complicated, repair orders are stacking up on your desk. Jim Roche suggests letting your service department drive dealership profit by turning those stacks or RO's into piles of cash.

The past year has been stressful in the dealership world, but post-COVID, owners are discovering it's a great time to be a dealer. Service has returned to pre-COVID levels, and dealers are getting better margins on car sales.

But there are storms on the horizon. Inventory is shrinking due to the current chip shortage, and buyers are finding fewer new vehicles to purchase. Even though the used-car market is exploding, it will eventually cool off and consumers will see that selling their used car puts them in a bind for finding a replacement.

As the hot market cools off, low sales margins will return, and dealerships will be looking to service to drive profit for the long term. Since luck always favors the prepared, are you ready for what's coming?

August 5th Fixed Ops 5 an National Auto Care podcast is proud to present Russell Hill Founding Manager & Partner of Fixed Ops Marketing.

Join National Auto Cares Fixed Ops Training Manager Corey Smith and Russell Hill as they talk about the Chip shortage and how to bring your dealership in the 21st century by using video technology, educating consumers before they even make an appointment. The Fixed Ops 5 podcast with your Host Corey Smith can be found on apple, Spotify and the video version can be found on YouTube along with a blog about each show https://www.nationalautocare.com/news

If you would like to be a guest on the podcast please email Corey Smith at [email protected]

NAC’s Fixed Ops 5 Podcast Powered by passion

Turning In-Store Competition into Cooperation, Driving Retention

Marketing to customers that already know and trust you is much easier and more cost-effective than engaging in regional blanket marketing campaigns sent off to the general masses. While it doesn't completely replace campaigns targeted toward new customers, it certainly produces a much higher ROI. This begs the question: if retention is so important, why do so many dealerships have disjointed departments that aren't effectively working together as a whole toward that goal?

One of the major reasons is that employees are hired to do a specific job within a dedicated department. They don't necessarily have clear sight of the big picture: all their time is spent training and learning their specific role within the dealership without learning how their job impacts the business as a whole. Because of this, animosity can develop between departments. The service manager may get frustrated with the sales department because they over-promised on what could realistically be delivered. Conversely, the sales department may get frustrated with service because they feel like they never want to help them out; they may feel like all they get from the service department is a lot of attitude.

Corey M. Smith

National Fixed Operations Training Manager