The PartsEdge Podcast

Ron Marvo is a Business Development Expert at Sandy Cerami & Associates. He is serving clients large and small, corporate, and individual to help them gain clarity and insight in order to create a pathway to recruiting top talent, enhanced culture, stronger employee retention, and record-breaking profitability.

In this episode, I’m joined by Ron Marvo, a former Golden Glove state champion and certified boxing coach. Ron carries his boxing knowledge and mindset into the automotive industry, providing business development training and recruiting services for B2B and B2C sellers.

Ron brings his boxing mindset of focus, discipline, and determination into his work, emphasizing the importance of authenticity and genuine communication. He believes that building trust with clients is the key to success, and he stresses the significance of showing a genuine interest in their needs.

But Ron isn't just passionate about boxing and sales–he's also a strong advocate for building relationships and nurturing long-term connections. In his upcoming virtual academy, the Seven Pillars of Killer Business Development, he aims to guide selling professionals towards becoming trusted advisors in the marketplace.

One thought-provoking topic Ron also discusses in this episode is the rise of YouTube celebrities like Jake Paul entering the boxing world. While these influencers have successfully branded themselves and attracted attention, Ron raises concerns about the impact on professional boxers who have dedicated years to their craft.

Throughout the conversation, Ron shares stories from his own journey, including how his father's advice and his own experiences in the ring shaped his mindset. He also offers valuable insights on creating a personal brand, leveraging social media, and understanding client needs.

Tune in to the Parts Girl Podcast and hear how boxing principles can be applied to the automotive industry. Join us as we explore the importance of authenticity, building trust, and winning in sales.

Takeaways

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Business, Bourbon & Cigars 6

September 12th - September 14th

Louisville, KY

Quote

“Just be your genuine, authentic self. Don't be anybody else, and just say things the way you say it." -Ron Marvo

Connect

Ron Marvo

LinkedIn: www.linkedin.com/in/ronmarvo

Website: www.sandycerami.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Angela Willoughby is a Fixed Operations Analyst at Foundation Automotive Corp, a company providing modern automotive solutions across North America. She has over 15 years leading teams to success through outstanding leadership, training, coaching, teamwork and positive attitude.

In the competitive world of automotive sales and service, maximizing dealership performance is crucial for success. In this Summer Camp Series episode of the Parts Girl Podcast, Kaylee Felio sat down with industry expert Angela Willoughby to delve into the key strategies and insights necessary to achieve outstanding results.

Angela Willoughby emphasizes that success starts with building strong relationships with the right individuals responsible for your store or chain of stores. Understanding reporting and performance metrics is equally important. Angela also highlights the significance of knowing the return on investment (ROI) of applications and how they benefit your business, as well as the need for fostering positive relationships with vendors to improve ROI.

Application utilization is a key factor in driving dealership performance. Angela explains that achieving an ideal utilization rate of 80-85% is crucial for reaping the full benefits of the application. Active communication with vendors and representatives is also vital to ensure the best outcomes.

Beyond the automotive realm, Angela Willoughby shares her love for organizing and sorting, particularly her passion for Legos. Drawing an intriguing parallel, she compares assembling puzzles to the process of parsing and sorting data. Her insights shed light on the importance of a compartmentalized and sorted approach to data analysis.

Adaptability is another critical aspect that Angela Willougby emphasizes. As the automotive industry continues to evolve, it is essential for businesses to embrace change and adapt to new tools and applications. Angela also encourages collaboration and coaching within the dealership team to ensure everyone is aligned with business objectives.

Angela's final thoughts revolve around the importance of constant improvement and learning from past experiences. Whether it's exploring new vendors for fresh perspectives or being open to change, there is always room for growth and better outcomes in every dealership.

Takeaways

Quote

“The number one thing to be successful in the automotive industry is adaptability." -Angela Willoughby

Connect

Angela Willoughby

LinkedIn: www.linkedin.com/in/angela-willoughby-73795ba0

Website: www.foundationauto.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Ellen Haney is a Dealership Parts Manager at Jeff Schmitt Nissan, a company offering a wide selection of vehicles and making the car buying process as quick and hassle free as possible.

In this Summer Camp Series episode of the Parts Girl Podcast, Kaylee Felio sits down with Ellen Haney, a parts manager with a passion for efficient inventory management. Ellen shares her experiences and expertise, shedding light on the crucial role of the parts department in a dealership and offering valuable advice for smooth operations and customer satisfaction.

Ellen Haney emphasizes the importance of inventory management and highlights the key roles within her team, including the counter-person and parts manager. They work together to handle parts ordering, ensure timely delivery, and prevent parts from becoming obsolete.

Communication and fostering a sense of importance within the dealership are also integral to Ellen's approach. Employees need to be aware of their significance in the parts department and the valuable support they provide. Special order parts require a dedicated process, including prepayment, to minimize obsolescence. Once the parts are received, customers are promptly notified. However, it's essential to establish a system for handling unused prepaid parts.

Ellen Haney and her colleague prioritize efficiency, emphasizing the importance of open conversations and understanding each other's perspectives. They exchange knowledge and expertise, recognizing the value of collaboration and continuous learning. Ellen Haney also highlights the need for excellent customer service towards technicians, who sometimes assume parts people automatically know what to order. To overcome this, her company goes the extra mile by providing pictures and diagrams to facilitate better communication.

Throughout the episode, Ellen Haney shares valuable insights into managing inventory effectively, utilizing manufacturer programs to their full advantage, and leveraging data from dealer management systems such as CDK. She stresses the importance of sharing knowledge, maintaining a process-oriented approach, and understanding how every action affects the dealership as a whole.

Takeaways

Quote

“My biggest thing is sharing knowledge. If you know something that someone else does not, do not put your ego in the way." -Ellen Haney

Connect

Ellen Haney

LinkedIn: www.linkedin.com/in/ellen-haney

Website: www.jeffschmittnissan.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Bob Gower is the Chief Operating Officer of Traver Connect, a company enabling automotive dealers to maximize service lane revenue and turn leads into car purchases. He has over 36 years of experience in Automotive with more than fifteen of those in retail automotive. Starting at the bottom is not uncommon to him, as he has had every job in the dealership from Sales, and Service to Management and Operations working his way to General Manager.

In this Summer Camp Series episode of the Parts Girl Podcast, Kaylee Felio and special guest Bob Gower delve into these challenges and provide valuable insights on improving customer retention in the industry. The automotive industry is experiencing increasingly fierce competition, with third-party service providers offering convenience and the perception of better pricing. Customer retention has become a crucial challenge for car dealerships, calling for innovative strategies to win back customers and keep them coming back. 

Technology also plays a central role in today's customer-centric world. Car dealerships need to leverage technology effectively to provide a high level of service and convenience to customers. Personalized text messages, appointment scheduling services, and other innovative tools can improve communication, enhance the customer experience, and build loyalty.

One key strategy discussed in this episode is the implementation of a Business Development Center (BDC). BDCs can serve as a vital asset to handle customer calls and inquiries, ensuring prompt and attentive service. Whether staffed on-site or outsourced, BDCs can significantly contribute to customer retention and profitability.

Overwhelmed service departments and understaffing can also often hinder customer service efforts. Prioritizing tasks and effectively delegating responsibilities can alleviate the pressure on dealership staff, enabling them to focus on delivering exceptional service. Outsourcing certain functions or hiring additional personnel can also help alleviate workload and improve customer satisfaction.

In an ever-evolving industry, customer retention has emerged as a critical factor for success in the automotive marketplace. Car dealerships must adapt to the increasingly high-touch and high-tech expectations of customers. By utilizing technology, implementing a Business Development Center, and addressing staffing needs appropriately, dealerships can drive customer retention, enhance the customer experience, and ensure long-term profitability.

Takeaways

Quote

“Fixed operations is the new variable. That's where the profit is today." -Bob Gower

Connect

Bob Gower

LinkedIn: www.linkedin.com/in/bob-gower-a9727b14

Website: www.traverconnect.com

Phone: 713-320-9436

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Chuck Hartle is the Founder and President of Parts Edge, a company helping to increase DMS utilization, improves efficiency, accuracy, and profitability with solid and consistent plans for eliminating all types of idle inventory in a Parts Operations.

In this Summer Camp Series episode of the Parts Girl Podcast, we are joined by Chuck Hartle, an experienced professional in the automotive industry, specifically in the parts and service sector. Chuck Hartle shares valuable insights into inventory control, pricing strategies, and the challenges faced by parts managers in today's competitive market.

Chuck Hartle emphasizes the importance of understanding the rules and policies set by manufacturers. While dealerships play a crucial role in holding inventory and meeting compliance, manufacturers often control the inventory and hold dealers accountable for carrying it. However, Chuck encourages dealerships to be efficient and not solely rely on manufacturers, ensuring their bottom line is protected and expenses are effectively passed on to customers.

Another significant aspect Chuck Hartle touches upon is the need for effective inventory management and accurate record-keeping. Being organized not only helps in providing excellent customer service but also maximizes profits and reduces holding costs. Chuck's favorite stress relief activity is organizing and straightening inventory, a testament to his dedication and expertise in this field.

Furthermore, Chuck advises parts managers to pay attention to special orders and maintain good communication with customers. By focusing on controlling special orders and identifying wholesale clients who frequently return parts, dealerships can achieve success in parts management. Additionally, pricing adjustments, especially on wholesale items, can help increase gross profit figures, allowing dealerships to navigate the increasing costs of doing business.

Join Kaylee and Chuck as they delve into the intricacies of parts management, pricing strategies, and the importance of efficient inventory control. This episode is packed with practical advice and real-life experiences that will benefit anyone in the automotive parts industry.

Takeaways

Quote

“Know the rules based on your manufacturer. Know them in-depth." -Chuck Hartle

Connect

Chuck Hartle

LinkedIn: www.linkedin.com/in/chuck-hartle-1923ab14

Website: www.partsedge.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Erick Jauregui is the National Training Director of National Auto Care (an APCO Holdings Brand).

In this Summer Camp Series episode of the Parts Girl Podcast, we have training expert Erick Jauregui shedding light on his valuable insights and providing actionable tips. His advice aims to assist listeners in achieving excellence in their respective roles within the automotive industry.

Key to Erick's philosophy is the consistency in training. He strongly underlines that training shouldn't be considered a one-time event, but rather an ongoing process. According to Erick, it's not just the specific information imparted during training sessions that matters, but the commitment to regularly showing up and consistently pushing for improvement.

Beyond training, Erick Jauregui stresses the core aspect of success in the automotive industry: customer experience. From delivering vehicles with a positive attitude to meticulously attending to detail, every action contributes to the customer's experience. He promotes the idea of envisioning customer happiness before interactions and emphasizes the importance of focusing on customer retention.

Erick Jauregui maintains that training and skill development are ongoing efforts. To him, staying trainable and seeking constant improvement are essential attributes. He reflects on the significance of being open-minded, seeking key points when serving clients, and shifting the focus towards providing solutions rather than getting entangled in emotional responses.

For successful managers in the automotive industry, Erick underscores the importance of metrics and reports. They serve as instrumental tools to assess advisors' effectiveness, maintain consistency in performance numbers, and pinpoint areas that require improvement.

By training with the end goal in mind, it is possible to unlock success in fixed operations and pave your way towards becoming a top performer in the field. Embrace consistency in training, prioritize delivering exceptional customer experiences, and continually strive for self-improvement. 

Takeaways

Quote

“Being able to complete the experience with a positive outcome is very important." -Erick Jauregui

Connect

Erick Jauregui

LinkedIn: www.linkedin.com/in/erick-jauregui-7263611b9

Website: www.nationalautocare.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Shaun Raines is the Owner and Founder of Dealer SuperHero, a company providing digital performance management, marketing and creative services to dealers and vendors, as well as providing automotive industry advisory services, strategic planning and consulting for investors, companies and OEM’s.

In this Summer Camp Series episode of the Parts Girl Podcast, we dive into the world of parts and service departments in dealerships and explore how they can be revolutionized to provide exceptional customer experiences and boost profitability.

Today’s guest, Shaun Raines, an expert in fixed ops with a wealth of industry experience, shares valuable insights and recommendations for ensuring dealerships have a thriving accessories department. Shaun recognizes the need to cater to the growing demand for customized vehicles and explores why more dealerships don't focus on this. Drawing from personal experiences, he discusses the allure of adding unique accessories to vehicles and the challenges faced when searching for the perfect parts.

He emphasizes the crucial role of a well-functioning parts and service department in customer retention and profitability. Shaun highlights the negative impact of a poor website experience on losing customer business and offers practical suggestions for improvement. From utilizing existing customers as leads to enhancing parts and service content and merchandising on websites, he sheds light on the path to success in fixed operations.

Shaun Raines also delves into the struggles faced by parts management in dealerships, addressing issues such as obsolescence, idle parts, and the challenge of implementing e-commerce solutions. He recommends strategies to decrease costs and increase profitability, including establishing a private catalog and integrating it into the primary website. Additionally, Shaun encourages dealerships to start small by offering online sales for top-selling products and embracing digital advertising to promote specific parts.

So, whether you're a dealership owner, employee, or simply an automotive enthusiast, this episode of the Parts Girl Podcast is a must-listen. Join us as we uncover the potential of parts and service departments in dealerships and discover innovative ways to enhance the customer journey, empower staff, and drive profitability.

Takeaways

Quote

“The service experience has to be better than the sales experience." -Shaun Raines

Connect

Shaun Raines

LinkedIn: ⁠www.linkedin.com/in/shaunraines⁠

Website: ⁠www.dealersuperhero.com⁠

Kaylee Felio

LinkedIn: ⁠www.linkedin.com/in/gotopartsgirl⁠

Website: ⁠www.partsedge.com⁠

Mike Bachara is the Owner and President of Pro Count West, an Automotive Company specializing in Parts Department Inventories, Consulting, Termination Returns and overall improvement to Parts Department Operations in new car dealerships

In this episode of the Parts Girl Podcast, Kaylee Felio sits down with inventory management expert Mike Bachara to delve into the intricacies and importance of inventory management in the dealership setting. Accurate inventory management is crucial for the success of any dealership. From keeping track of parts on the shelves to avoiding costly errors and ensuring customer satisfaction, the parts department plays a significant role in maximizing return on investment. 

To ensure accurate accounting figures and maintain proper stocking levels, monthly reconciliations are essential. By regularly tracking and reconciling inventory, dealerships can pinpoint discrepancies and address them promptly. This leads to increased productivity in the shop and avoids wasted time and money for technicians and customers.

Special order parts can often be a source of inventory discrepancies. Having an effective system in place to track and manage these orders is crucial. Bachara recommends monthly counting of special order parts to catch any errors and discrepancies early on. This not only prevents customer dissatisfaction but also ensures accurate accounting figures.

Many dealerships struggle with conducting thorough physical inventory checks themselves. Hiring an outside company, experienced in inventory management, can bring valuable expertise to ensure accurate figures and prevent missed inventory items. By partnering with such companies, dealerships can save time, resources, and have confidence in the accuracy of their inventory numbers.

Accurate inventory management is vital in maximizing return on investment for dealerships. Monthly reconciliations, efficient tracking systems for special order parts, and leveraging outside expertise for physical inventory checks are all key strategies for achieving this goal. By implementing these practices, dealerships can improve productivity, minimize errors, and keep customer satisfaction high.

Takeaways

Quote

“Get your inventory prepared for a physical because that's the way you're gonna get the most accurate count." -Mike Bachara

Connect

Mike Bachara

LinkedIn: www.linkedin.com/in/mike-bachara-141bb51a

Website: www.procountwest.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Stan Mirzayev is the Co-Founder and CEO of Parts Pass, a company committed to revolutionize the customer experience through the power of technology, including AI, to streamline the process of purchasing auto parts.

In this episode of the Parts Girl podcast, Kaylee Felio sits down with Stan Mirzayev to discuss his innovative app that is revolutionizing the car parts industry. Parts Pass is a free mobile app that simplifies the process of ordering car parts by integrating artificial intelligence and user-friendly features. Whether you are a car enthusiast or a regular driver, this app will make your life easier when it comes to getting the right parts for your vehicle.

The app's three-step process is a game-changer. Simply take a picture of your car or enter its year, make, and model, and Parts Pass will provide you with a comprehensive list of available parts, complete with pricing, manufacturer notes, and warranty information. It's like having a personal assistant for car repairs, right at your fingertips.

What sets Parts Pass apart is its commitment to user feedback and continuous improvement. Stan believes in creating a minimum viable product (MVP) and being open to feedback, even if it means facing criticism. By embracing feedback and adapting the app based on user needs, Parts Pass ensures that its users have the best experience possible.

But it's not just about the app's functionality. Stan also emphasizes the importance of maintaining a positive mindset. Through conversations with oneself and a belief in the quote "this too shall pass," he navigates challenging situations and finds joy in the positive moments.

If you're tired of the hassle of searching for the right car parts and want a simpler solution, the Parts Pass app is the answer. Join us on the Parts Girl Podcast as we delve into the world of Parts Pass, its user-friendly features, and the power of maintaining a positive mindset in the world of entrepreneurship.

Connect

Stan Mirzayev

LinkedIn: www.linkedin.com/in/stan-mirzayev-14028970

Website: www.partspass.app

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways:

Quote

“We really strive to listen to the users, and adapt and change really quickly." -Stan Mirzayev

Bill Springer is a seasoned automotive professional with over 35 years of experience in the industry. He started his career in commercial lending after college, but eventually found his way to Krex, a family-owned automotive business. Despite receiving his MBA, Bill fell in love with the business and has been with Krex ever since. Over the years, the company has undergone significant changes and today operates in a very different space than when he first started.

In this episode of the Parts Girl podcast, Kaylee Felio talks to Bill Springer, the CEO and President of DriveSure. They discussed the importance of trust in the car dealership industry, lessons learned from the automotive business, maintaining work-life balance, and more. Bill shares his insights on utilizing strategic solutions to improve retention rates, especially in the tire business, and building long-term trust with dealerships.

One key takeaway from the episode is the importance of building trust in the car dealership industry. Bill Springer emphasizes that relationships are critical in business and that building trust can lead to positive referrals, which can help to grow a dealership's customer base.

Another important lesson is the impact that strategic solutions can have on a dealership's financial performance, particularly in regards to 12-month retention rates. Bill discusses the tire business, which he says is a significant source of defection among customers. He notes that dealerships need to focus on customer retention for tires and do it well to see success in retaining customers.

Finally, Bill emphasizes the value of a healthy sense of humility. He shares that it allows you to learn even more from others and remain open to new ideas and perspectives. Overall, the episode provides valuable insights on building trust, utilizing strategic solutions, and maintaining a sense of humility in the automotive business.

Connect

Bill Springer

LinkedIn: www.linkedin.com/in/wgspringer

Website: www.drivesure.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

Quote
“Car dealerships are really the best source for new tires." -Bill Springer