The service Process and Fixed operation
Simplifying automotive service through leadership, communication, and education.
I have been in the service industry since I was 18 years old. I have worked in every position, from mechanic to service advisor, and then to fixed operations manager (service manager). I have always believed that the process should not be intimidating or overwhelming for anyone.
I have worked with dealerships and local shops in my surrounding area, which means I am very well versed in all automotive makes, models, and processes. I believe that as humans, we tend to overcomplicate things, when processes should be simple and easy for everyone to understand and complete, including when explaining them to the customer. I find that if we do not understand something completely, we cannot explain it correctly to the consumer.
I have made it my life’s goal to help everyone understand the process and to break down automotive repairs into a simple progression. After receiving my certification in Fixed Operations from NADA, it was a huge eye-opener for me regarding ELR, CSI, fluctuations in revenue, inventory processes, and repairs. Key components include having the right people in place for the job and education for all.
Education is a huge piece of running a service department efficiently—for both employees and consumers. Being able to see the big picture in your shop or dealership is another key component to success in this industry. What I have found is that communication is key for any business to succeed.
Leadership is another major component of this business. We need to ensure we have the correct leadership in place for the business to thrive. We need to lead by example, work with our employees hand in hand, be involved in the everyday grind of the service department, and be willing to put in the time. When we have poor leadership in place, the business will suffer greatly.
I do not believe everyone is replaceable. I believe in instilling value in our employees and the business to make everything thrive. Once you have these key components—good leadership, communication, and education—you will watch your business grow in ways you may not have previously thought possible.
I have made it my life’s goal to elevate service departments across the world. Repairing your car should not be as intimidating as walking into a dealership to apply. It should not feel overwhelming.
