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“Everybody wants a car guy or car girl they can call and say, ‘Hey, I need brakes,’ or ‘It’s time for a new [vehicle],’ ” says Joel Tanner of Donley Automotive Group.
One element of the Quantum5 training program is to make service advisers advocates for their customers, a term likely to raise eyebrows at some dealerships because it sounds like giving money away.
But to Joel Tanner, the fixed operations director at Donley Automotive Group, it means building a customer relationship based on trust. As a result, when customers call a dealership for service, they will ask for someone by name.
Seven tips to keep EVs from zapping service revenue
Richard Truett
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Fewer moving parts, no oil changes, brakes that don t need frequent servicing and over the air updates will make electric vehicles a rare site in the service lane. But fixed ops can still be profitable in the EV era.
DETROIT Ed Roberts, fixed ops director at Bozard Ford-Lincoln in St. Augustine, Fla., has been thinking a lot lately about how Ford s first three battery-electric vehicles the Mustang Mach-E arriving this month, the E-Transit van coming late next year and the battery-powered F-150 planned for 2022 will start to upend his store s fixed-operations business model.