The PartsEdge Podcast

Jess Burkhart is the Chief Marketing Officer of SCP Agency, the National Sales Director of Epic BDC, and host of the Chicks in Charge Podcast. With six years under her belt, she has cemented her status as a key player in her field. Her story serves as a beacon of motivation for many.

In today's episode, Jess sits down with Kaylee to share her journey. She outlines how she carved out her path in the automotive industry, starting with zero prior knowledge and rising to the position of Chief Marketing Officer. Throughout their conversation, they shed light on the challenges and rewards associated with working in a male-dominated industry. Moreover, they highlight the value of nurturing a supportive community and the significance of extending a helping hand to those in need.

Despite the automotive industry's long history of male dominance, a growing wave of young women, like Jess, are making their presence known. Jess's journey began in sales, where she sought advice from successful salesmen Brad Pashel and Eric Wilson. Eager to lend their expertise, they equipped her with valuable tips and tricks.

Nonetheless, Jess faced significant hurdles on her path to success. One of these was overcoming a mindset issue, a challenge that she successfully navigated. Following a difficult conversation with Robin, she felt drawn even closer to the company. Even when she was told that her pregnancy might block her from promotion, Jess persisted and ultimately secured her role as the National Sales Director for Epic BDC.

The challenges Jess faced weren't confined to her professional life. As a mother, she navigated serious health issues with her daughter Kenley, who was born premature. Kenley spent a month and a half in the NICU, faced ongoing health challenges, and was in and out of Joplin and Kansas City Children's Mercy hospital. Despite these hurdles, Jess serves as a testament to the possibility of balancing work and home life, even under the toughest of circumstances.

The story of Jess Burkhart is a true inspiration. It illustrates how, with the right attitude, mentorship, and support, anyone can break barriers in a male-dominated industry. Her journey also stands as proof that it is entirely possible for working moms to strike a balance between career and family life, no matter how challenging it might seem.

Connect

Jess Burkart

LinkedIn: www.linkedin.com/in/jess-burkhart-b99b491b8

Website: www.socialclimberpro.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“We wanted to show that Women in the auto industry are worth listening to." -Jess Burkart

Jill Trotta is a veteran of the automotive industry, having spent 9 years with Repair Pal before embarking on a 9-month long search for her next move. With her extensive experience, Jill brings a wealth of knowledge to the automotive industry and continues to seek out new challenges and opportunities.

In this episode of Parts Girl Podcast, Kaylee Felio interviews Jill Trotta, a former Repair Pal employee who now works with Torqata. Jill discusses her career journey, her passion for educating consumers about tire safety and replacements, and the importance of offering tire services in the automotive industry. She also shares her thoughts on hydrogen technology and her experience with owning a Toyota Mirai hydrogen vehicle.

The tire industry can be lucrative if businesses prioritize offering tire services as part of their vehicle maintenance and repair offerings. Jill emphasized the importance of educating consumers on tire safety and replacement. She shared her own experience of not prioritizing tire safety when she was younger, which led to a car accident. This underscores the critical need to raise awareness about the significance of maintaining tires and the potential danger of driving on expired or worn-out tires.

Finally, Jill shared her thoughts on hydrogen technology and her experience of owning a Toyota Mirai hydrogen vehicle. Hydrogen technology has the potential to revolutionize the automotive industry, but infrastructure and supply chain issues must be addressed for its wider adoption.

Overall, the episode provides valuable insights for businesses in the automotive industry and for consumers who prioritize vehicle safety. By offering tire services and educating consumers, businesses can increase their profits while promoting road safety.

Connect

Jill Trotta

LinkedIn: www.linkedin.com/in/gwrenchgal

Website: www.torqata.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“I once thought that selling tires wasn't a profitable business. But, my opinion has definitely changed." -Jill Trotta

Jonathan Cabak is the co-founder and CEO of Detect Auto, an AI-based analytics platform aimed at improving the efficiency and profitability of auto repair shops. He previously ran a company that sold computer vision-based fans, which had a camera in the middle and would rotate to face the person in the room. After pivoting to the auto repair industry, Jonathan Cabak has been successful in bringing his innovative ideas to the forefront.

On today's episode, Jonathan sits down with Kaylee to shed light on his experiences of automating the data collection process for auto repair shops. They explore the hurdles these shops encounter when collecting data, as well as how Jonathan's company eliminates the need for manual data entry, paving the way for more streamlined operations. 

Over the years, auto repair shops have grappled with numerous challenges. Among the most persistent of these is the issue of data collection. Thankfully, thanks to technological advancements, a solution now exists that simplifies this process. This breakthrough software automatically gathers data for shops, thereby cutting out manual data entry and pinpointing any bottlenecks in their repair flow.

Jonathan highlights three crucial elements in an auto repair shop: people, process, and pricing. Considering the dynamic nature of each team member, it becomes essential to assign tasks that each individual can excel at. As such, an efficient process becomes integral to maintaining effective communication between technicians and the front-of-house staff when transferring vital data points.

While AI automation excels at performing tasks and thinking outside the box, human involvement remains indispensable when it comes to managing dynamic situations. Therefore, striking a balance between the two is essential in the workplace. The benefits of utilizing AI can extend to using voice assistants to identify necessary parts for a task. However, more complex workloads may still require the human touch to fully understand and navigate the situation.

To wrap things up, it's clear that efficient data collection and improved shop efficiency can have a profound positive impact on the overall customer experience. By eliminating manual data entry, data collection and analysis become more accurate, leading to enhanced communication and smoother transactions for repair orders. 

Ultimately, the auto repair industry is set to become one of the most automated and digital-driven in the next decade. And with the right technological tools, skills, training, and expertise, it's a future that can bring benefits to customers, employees, and employers alike.

Connect

Jonathan Cabak

LinkedIn: www.linkedin.com/in/jonathan-cabak-6ab034114

Website: www.detectauto.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“There's a ton of amazing technologies like that that exist today, and we're just doing a small part of it." -Jonathan Cabak

Richard Mueller is a shop foreman at Cochrane GM in Alberta, Canada. He has over 13 years of experience in the automotive industry, and he is passionate about his work. Richard started working in the automotive industry when he was 16 years old. He has worked in a variety of roles in the industry, including parts clerk, service advisor, and mechanic. He has been a shop foreman for the past two years.

In this interview, Richard joined Kaylee and talked about his career in the automotive industry, his experience as a shop foreman, and his advice for aspiring mechanics. Richard also explores the world of vendors and suppliers and how he navigates it.

Richard explains that vendors must be ready to "play ball." This means providing comprehensive price sheets and references upfront. Vendors must prove their value and earn Richard's business, especially considering the number of vendors vying for his attention. He goes on to mention that, given similar price points, he prefers to work with those who treat him with respect and consideration.

The episode also delves into the decision-making process of selecting services for the shop. Richard shares how he, along with his service team, evaluate various options, from coaches and consultants to experienced service advisors. These decisions often involve balancing the immediate needs of the shop with longer-term goals and improvements.

Despite the challenges and complexities, Richard's love for his job shines through. He enjoys the variability and unpredictability, whether it's dealing with a particular vehicle in his bay or conversing with a customer. This love for challenge and problem-solving is a testament to his dedication and passion for his work.

Lastly, Richard gives us a peek into the lighter side of being in the car business–the physical toll it takes on one's body, resulting in swollen hands and strange cuts. It's a reminder of the often-overlooked physical aspects of working in the automotive industry.

As we wrap up our enlightening conversation with Richard, we are reminded of the complexities of managing an automotive shop and the interesting dynamics it involves. From dealing with vendors to making critical decisions for the shop, it is clear that every day is a new adventure.

Connect

Richard Mueller

LinkedIn: www.linkedin.com/in/richard-mueller-rse-024155150

Website: www.cochranegm.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“My biggest obstacle would have been managing myself, my emotions." -Richard Mueller

Darryl Terrell is a highly experienced and passionate automotive professional, currently serving as the Service and Parts Director at Matt Bowers Chevy of Metairie. With over 15 years of experience in the automotive industry, Darryl has honed his skills in managing service departments, parts inventory, and customer relations. His expertise extends to both domestic and import vehicles, and he is dedicated to providing the best possible customer experience in the industry.

In this episode, Darryl shares his journey in the automotive industry, the challenges he faced, and the importance of communication and continuous learning in his role. Darryl emphasized the significance of communication and constant growth in his role, and shared valuable insights on how to navigate the challenges in this field. He also discussed his favorite tools and vendors that help him excel in the fixed ops field. 

One of the essential aspects Darryl highlighted was the importance of clarity and effective communication in the workplace. Ensuring that employees understand their roles and expectations is critical in fostering a positive work environment and promoting productivity. As a leader, it's crucial to provide employees with the necessary information and tools to succeed.

Another vital component in Darryl's success is his commitment to continuous learning. In today's rapidly changing industry, staying updated with the latest trends and developments is crucial. Darryl shared that he makes the most of his daily commute by listening to audiobooks, allowing him to gain new knowledge and stay motivated.

Lastly, Darryl discussed some of his favorite tools and vendors that have played a significant role in his career growth. By leveraging the right tools and resources, fixed operations professionals can streamline their processes, increase efficiency, and ultimately drive success.

Ultimately, Darryl's journey in the automotive industry offers valuable lessons in the power of communication and continuous learning. By prioritizing these aspects and leveraging the right tools, professionals in the fixed ops field can thrive and excel in their careers.

Connect

Darryl Terrell

LinkedIn: www.linkedin.com/in/darryl-terrell-536297146

Website: www.mbchevymetairie.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“When you challenge yourself to be the best person you could be, opportunities always

open up for you." -Darryl Terrell

Wendy Reeves is a seasoned BDC expert and the founder of BDC Angels. Wendy's deep passion for cars led her to work in the automotive industry for over three decades, starting as a receptionist and working her way up to becoming a BDC expert. She is known for her hands-on approach to teaching sales and BDC teams, which has resulted in increased motivation, performance, and customer satisfaction.

Today, Wendy joined Kaylee and shared her insights on the importance of going back to the basics to achieve success. She emphasizes the significance of starting small and taking things step by step, an essential lesson for anyone in the automotive industry. She is also a consultant and trainer for BDC-related matters, including on-site launches, training the trainer, consulting, and remote work from home agents.

During the interview, Wendy also discussed the challenges that dealerships face when it comes to adopting new technology and processes. She emphasized that the key to success is to focus on the people and processes first, rather than solely on the technology. Wendy encourages dealerships to prioritize their staff's training and development to ensure they have the skills and knowledge necessary to leverage new tools effectively.

Wendy's expertise in BDC and vehicle buying centers has helped many dealerships achieve their sales and revenue goals. Her advice and insights are especially relevant today as the automotive industry navigates unprecedented change and disruption, from the rise of electric vehicles to the impact of the COVID-19 pandemic. 

In Wendy's own words, she is "a total MacGyver - a solution for every problem kind of person," who believes that going back to the basics is the key to success. Wendy's wealth of experience and advice can help dealerships get the most out of their BDC and vehicle buying centers. By staying focused on the fundamentals, prioritizing staff training and development, and embracing new technology and processes, dealerships can adapt to these challenges and emerge stronger than ever. 

Connect

Wendy Reeves

LinkedIn: www.linkedin.com/in/wendy-reeves

Website: www.bdcangels.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“It's okay to use offshore agents but, don't outsource complete control." -Wendy Reeves

Corey Smith is a highly experienced fixed operations expert and trainer, currently working as the National Fixed Ops Training Manager at APCO Holding’s National Auto Care. With over 25 years in the automotive industry, Corey is dedicated to assisting service departments in improving their performance and growing their revenue. In this episode, Kaylee spoke with Corey about the ever-evolving automotive landscape, the critical role of training and processes in service departments, and the increasing threat of cyber attacks.

As technology continues to play a more crucial role in the automotive sector, service departments must adapt by embracing new tools and processes to offer better customer experiences. In particular, video multi-point inspections have seen rapid growth. Technicians now capture their findings on video, providing customers with a clearer and more informative view of their vehicle's condition. Moreover, Corey believes that with proper incentives and training, technicians can quickly overcome any initial resistance and reap the benefits.

Moreover, the automotive industry faces the growing risk of cyber attacks, which dealerships and service departments must prioritize to protect their systems and educate their staff on potential threats. Corey highlights that cyber attacks can result in significant financial losses and harm a dealership's reputation, making it essential to address this issue proactively.

In addition, Corey emphasizes the importance of proper training and processes for improving service department performance. By training advisors, technicians, and parts personnel, they can better understand their roles and work more effectively. By investing in training and support, dealerships can enhance customer experiences, increase profitability, and reduce the risk of cyber attacks.

In conclusion, embracing new technologies and addressing cybersecurity are vital for service departments looking to succeed in today's market. With the right training, processes, and support, dealerships can navigate these challenges and continue to provide exceptional customer experiences.

Connect

Corey Smith

LinkedIn: www.linkedin.com/in/corey-smith-93583832

Website: www.nationalautocare.com

Email: [email protected]

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“There's a 380% increase in automotive API cyber attacks in 2022." -Corey Smith

Tom Kline is the Founder and Lead Consultant of Better Vantage Point and AlwaysDoBetter.com, leveraging his 30+ years of experience as a former franchise dealership owner to help dealerships navigate complex challenges. He specializes in risk mitigation, compliance, and dispute resolution, providing tailored solutions for both publicly-held and private dealerships. In a recent conversation with Kaylee, Tom shared his family's history in the car business and discussed the inception of his consulting business after selling their dealership in 2019.

In today's fast-paced environment, maintaining composure during difficult conversations is crucial. Whether it's a disagreement with a friend, a confrontation with a colleague, or a discussion with an employer, it's essential to stay calm and professional, especially in the business world.

With over three decades of experience in the car business, Tom has witnessed how challenging conversations can escalate if those involved aren't careful. He advises maintaining a level-headed demeanor and a positive attitude during such interactions. Additionally, he emphasizes the importance of avoiding a confrontational tone, as emotional responses can create tension and hinder productive dialogue.

Furthermore, Tom acknowledges that running a business can feel like "trying to tuck an octopus into bed," and stresses the need to minimize risks for dealers. Observing how different dealerships operate in various cities and towns, and how customers' preferences for vehicles can differ, has taught him the importance of flexibility and understanding diverse customer needs.

By adhering to these guidelines, difficult conversations can be managed in a positive and productive manner.

Connect

Tom Kline

LinkedIn: www.linkedin.com/in/tompkline

Website: www.bettervantagepoint.com

Website: https://alwaysdobetter.com

Phone Number: 757-434-7656 

Email Address: [email protected]

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“Running a dealership is like trying to tuck an octopus into bed. The tentacles keep falling out." -Tom Kline

Ariel Lee is a LinkedIn expert and financial advisor who helps demystify the strategic planning process for her clients. With her zero-judgment approach and practical solutions, she enables clients to achieve their long-term financial goals, especially during times of transition. Additionally, Ariel's unique expertise in LinkedIn enables individuals to advance their careers and develop professional networks.

Recently, she joined Kaylee on the Parts Girl Podcast, where she discussed her 13-year journey in the auto industry. Notably, she focused on sharing tips for building a strong and engaging LinkedIn presence.

In today's fast-paced world, it's crucial to establish relationships and network for success. Often overlooked, LinkedIn serves as a powerful tool for creating meaningful connections and fostering relationships.

Initially, Ariel was advised to utilize LinkedIn for networking and building relationships. However, she found the traditional methods used in her industry to be unappealing. Instead, she chose to use LinkedIn to connect with like-minded individuals. Consequently, she successfully built her business through the platform, and clients have discovered her there.

Ariel may not be a subject matter expert or thought leader, but she has certainly become an influencer. Her ability to create meaningful connections and relationships on LinkedIn serves as a testament to the platform's networking potential.

In conclusion, it's essential to discover your own way of using LinkedIn without getting bogged down in conventional methods. Ariel's accomplishments demonstrate that it's entirely possible to build relationships and forge meaningful connections on the platform.

Connect

Ariel Lee

LinkedIn: www.linkedin.com/in/edjariellee

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“I spent so much time heavily focused on making a good living that I am not really living a good life." -Ariel Lee

In this episode, our panel of automotive Business Development Center (BDC) experts gathers to discuss their upcoming session “If you got a problem, Yo, I'll solve it” at the Digital Dealer Conference on May 1-3, 2023, at the Tampa Convention Center in Tampa, Florida. They share insights on BDC best practices, strategies, and challenges, and give us a taste of what to expect from their session at the event. Get to know our distinguished guests: ⬇️

Martha Alvarado is the BDC Director at Wondries Toyota and a performance-driven professional with over 20 years of experience in sales and customer service within the automotive industry. Her expertise lies in client relationship management, customer acquisition, and revenue growth, while adeptly overseeing high-level business processes and communications. 

Sarah Vantine is the Vice President of Sales at Quantum5 with over a decade of experience in the automotive industry. She specializes in creating innovative business development strategies that empower teams and enhance customer experiences.

Wendy Reeves is the founder of BDC Angels. She is a passionate BDC expert with deep roots in the automotive industry. She focuses on empowering and inspiring sales and BDC teams by providing customized processes and best practices tailored to each dealership's needs.

Shawn Armorer is the founder of BDC Alchemy Inc., and is a seasoned automotive expert with 20+ years of experience. He specializes in creating revenue-generating BDCs by collaborating with dealerships to align their BDC strategies with sales and service departments for sustainable growth.

Throughout the episode, the panel discusses their perspectives on various aspects of BDC operations, including remote work and its effects on team dynamics, the importance of a positive work culture, and the role of technology in enhancing customer experiences. Don't miss this insightful conversation as these experts share their valuable knowledge and experiences to help you improve your BDC operations.

Register to The Digital Dealer Conference below: ⤵️

https://www.digitaldealer.com/tampa/register

Connect

Digital Dealer Conference:

Website: https://digitaldealer.com/tampa

Instagram: https://www.instagram.com/digitaldealer

Facebook: https://www.facebook.com/digitaldealerconference

YouTube: https://www.youtube.com/user/DigitalDealerVids

Twitter: https://twitter.com/DigitalDealer

LinkedIn: https://www.linkedin.com/company/digitaldealer

Martha Alvarado

LinkedIn: www.linkedin.com/in/martha-alvarado-72436116

Website: www.wondriestoyota.com

Sarah Vantine

LinkedIn: www.linkedin.com/in/sarah-vantine-70557a42

Website: www.quantum5.ai

Wendy Reeves

LinkedIn: www.linkedin.com/in/wendy-reeves

Website: www.bdcangels.com

Shawn Armorer

LinkedIn: www.linkedin.com/in/shawn-armorer-b6200a46

Website: www.bdcalchemy.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

Takeaways

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“We have to focus on how to keep our teams motivated." -Martha Alvarado

“Training is so important because that's the conversation I oftenly have with dealerships.” -Sarah Vantine

“The biggest piece is really understanding what the baseline is and then building out from there.” -Wendy Reeves

“The key to a successful BDC is to have the right people in place and provide them with the training and resources they need.” -Shawn Armorer