The Parts Girl Podcast

David Long is the founder of Pandemic of Positivity, and is the Executive General Manager at Hansel Auto Group. With over 30 years experience in the automotive industry, he has held roles from General Manager to Vice President of Operations. David also hosts the All Things Used Cars and All Things Fixed Operations on Clubhouse.

David Long shares his wisdom highlighting the virtues of focus, discipline, and intensity in achieving goals and the dangers of half-hearted commitment. They discuss actionable hiring practices, the role of thorough and candid employee evaluations, and the tough choices leaders must make to maintain high standards.

As they explore the human side of business, David recounts his personal journey with sobriety and how helping others has been a cornerstone of his continued success. They reflect on the value of positivity, mentorship, and setting healthy boundaries in professional and personal realms.

Throughout the episode, David Long's passion for both personal growth and mentoring others shines through, offering listeners a wealth of practical advice backed by decades of real-world experience.

--------------------------------------------

Ted Ings is the Founder and President of Fixed Ops Roundtable® and Center for Performance Improvement®. With over 42 years in the automotive industry, he has pioneered innovative training solutions, significantly enhancing client success in customer satisfaction and operational efficiency.

In today’s episode, we flashed back to a previous episode where Ted Ings and I talked about the crucial topic of obsolescence in the automotive industry and how it affects dealerships in various ways. I also shared insights on identifying and managing obsolescence, the domino factors at play, and the importance of communication and teamwork in the parts and service departments.

Join us as we delve into the world of parts management, inventory control, the impact of effective processes on dealership success, as well as the role of PartsEdge in assisting dealerships in optimizing their inventory, reducing obsolescence, and achieving better overall performance.

--------------------------------------------

Scott Rutherford is the interim parts director of the Mike Maroone Auto Group. He is the parts manager of Mike Maroone Chevrolet North Store, and the Mike Maroone Volkswagen Store in Colorado Springs. He specializes in optimizing stock levels, managing returns, and ensuring that technicians have the necessary supplies to perform their tasks without interruption.

Scott shares his insights on inventory management, mentoring new parts managers, and the benefits of using PartsEdge for efficient operations. From his early days at a trade technical college to his current role overseeing multiple locations, Scott's journey in the industry is inspiring. 

With his wealth of knowledge and dedication to training, Scott proves that collaboration between parts and service managers is essential for a successful operation.

--------------------------------------------

Jaime Macias serves as the Interim Fixed Ops Director of the CASA Auto Group, playing a pivotal role in overseeing service operations across their automotive dealerships. His leadership is integral to ensuring the group's commitment to customer service and operational excellence.

He opens up about his path from starting in the ranks of a porter to mastering the art of service management. His dedication to vehicle reconditioning and a razor-sharp grasp on inventory economics underscore the depth of his expertise.

Jaime Macia's approach is far more than just numbers; it's about cultivating relationships and fostering a nurturing work environment. Regular engagement through Employee Satisfaction Index surveys underlines the dealership's focus on its people - the driving force behind its success.

Furthermore, Jaime's collaboration with PartsEdge emerges as a game-changer in how parts managers streamline inventory, saving time and capital while boosting efficiency. This episode not only serves as a masterclass in automotive management but also shines a light on the importance of balancing professional and personal spheres, the power of recognizing team members' love languages, and the art of coupling compliments with criticism for remarkable leadership.

--------------------------------------------

Ryan Else is currently the Corporate Fixed Operations Director of Eide Motors. He began his automotive career in 2002 as a technician at Ford, fresh from tech school. Over the next 12 years, his expertise and commitment to excellence propelled him to the rank of Senior Master Ford Technician.

Ryan shares insights on the challenges faced in the auto industry, from managing a tech shortage to preparing for the emergence of electric vehicles. He discusses the impact of technology, including AI and automation, on service scheduling and customer communication. Additionally, 

He then delved into the transition from technical to managerial roles, emphasizing the significance of inventory management and the value of resources like PartsEdge in addressing inventory-related issues.  This episode offers valuable perspectives on the evolving landscape of the automotive industry and the role of technology in driving efficiency and effectiveness.

--------------------------------------------

Bob Ghent is the Dealer Principal and Owner of Ghent Chevrolet. His journey from the car wash to owning the dealership demonstrates his deep commitment to the automotive industry and the Northern Colorado community, emphasizing not just business success but also civic involvement and quality service​.

Bob Ghent from Ghent Motors uncovered the remarkable story of their dealership–a legacy spanning over three generations. From its humble beginnings in 1942, Ghent Motors has weathered numerous adversities and emerged as a thriving Chevrolet and Cadillac dealership in Greeley, Colorado.

Bob Ghent's insight into the history and evolution of the dealership shed light on the challenges faced by automotive businesses over the years. One of the most engaging aspects of the conversation was Bob's firsthand account of navigating through the unprecedented times of the COVID-19 pandemic and the resilience and innovation that propelled Ghent Motors to a record year despite the challenges.

He also discussed the pivotal role of effective parts management in the dealership's success. This led to the partnership with PartsEdge, providing them with comprehensive support for inventory optimization, compliance, and strategic decision-making.

--------------------------------------------

Cory Scheer is the Founder and CEO of TrustCentric™ Consulting, an organizational and leadership development firm. TrustCentric™ helps leaders, teams, and organizations become more trustworthy, focused, and productive by: using empirical evidence to define reality, implementing a proven trust building framework, and walking alongside clients to develop clear, obtainable, and long lasting data informed strategies for success.

Cory Scheer and Kaylee Felio delved into the importance of trust in the workplace and how it can impact employee loyalty and customer experience. Cory shares insights from his experiences working with various organizations, including dealerships, and offers practical advice on assessing and addressing trust gaps in the workplace. 

He also provides an overview of the structure of trust framework and explains why taking proactive action on trust matters. Whether you're a leader, manager, or employee, this episode promises valuable insights on how trust impacts organizational success. 

--------------------------------------------

Jeff Denis is the Parts Manager at Marcotte Ford with over 30 years of experience in the automotive industry. Jeff's background as a technician also provided him with valuable knowledge of cars and parts, giving him a strong foundation to build on as he found his way in the parts industry.

Jeff shares his journey from being a technician to a service advisor, and finally to his current role in parts management. He discusses the challenges and rewards of being a parts manager, and provides valuable insights into the intricacies of managing inventory, handling wholesale operations, and navigating manufacturer programs. 

Jeff's experience sheds light on the often-underestimated complexities of the parts department, making this episode a must-listen for anyone looking to gain a deeper understanding of the role of a parts manager. 

--------------------------------------------

Allie Peters is the Vice President of Service of the Cavender Auto Group, known for her dynamic leadership and innovative approach in the automotive industry. Her career, marked by a rapid rise from Service Advisor to a key executive role, reflects her dedication to service excellence and team-driven success.

Allie Peters shares insights into her new position from being only a Fixed Ops Director of one store to being VP of Service of multiple stores. She also discusses the importance of proactively demonstrating strengths and creating opportunities for growth. She then emphasizes the significance of setting clear standards and helping others achieve their full potential. 

Allie's determination to prioritize personal wellness and health is also highlighted, as she shares her plans to maintain consistency in these areas. Join us as we delve into Allie's career journey, the importance of having a supportive network, and the exciting plans she has for the coming year.

--------------------------------------------

Venus Toro is the CEO of WYN Solutions, a company dedicated to providing innovative talent solutions in car dealer marketing. Under her leadership, WYN Solutions has specialized in resolving executional bottlenecks and accelerating growth in the automotive industry.

Venus shares her journey from working with Salesforce to establishing WYN Solutions, a company focused on providing specialized talent exclusively for the automotive market. They discuss how WYN Solutions addresses parts and service marketing needs and the successes they have experienced in the industry.

Venus also reveals her personal passion for boxing and discusses the innovative AI tool they are introducing. Finally, she shares her goals for the future and the meaningful initiatives WYN Solutions is involved in within the Columbia community.

--------------------------------------------

Steven Adragna is the Principal-Founder & Chief Recruiter at Global Auto Staffing, where he leverages his extensive experience in the automotive industry to connect talent with opportunities. His expertise in recruiting and deep knowledge of the automotive sector are instrumental in driving the success of Global Auto Staffing.

Steven's journey into the automotive industry started at a young age, and through hard work and determination, he has become a leading figure in automotive recruiting. Kaylee Felio and Steven Adragna delve into Steven's expansive experience in the car business, his passion for mentorship and learning, and the insights he has gained from being both a part of and leading the industry. 

They touch on various topics, including the value of personal experience in hiring, the challenges of rapid company growth, and the significance of culture and onboarding in the automotive industry. They also discuss Steven's journey in the car business and his transition to founding his own recruiting firm. Throughout the conversation, they emphasize the importance of mentorship, continuous learning, and the fulfillment of purpose and passion in the automotive industry.

--------------------------------------------

Jami Alexander is the General Manager at Meineke. She oversees 7 stores and a team of over 35 employees. Her expertise in managing daily operations and profit expectations, coupled with her ability to develop effective processes, makes her an invaluable asset.

Jami shares her journey into the automotive industry, starting as a delivery driver and working her way up. Kaylee and Jami’s conversation touches on the independent versus dealership dynamics in the automotive industry and ways to bridge the gap between different roles within the business, particularly between service advisors and technicians.

Jami Alexander also emphasizes the need for understanding and collaboration, believing in kind leadership while setting clear expectations and holding to them, reflecting her success in leading her team.

--------------------------------------------

Allasandra Marini is the Assistant Parts Manager at Heister Auto Group, where she excels in parts management and customer service–contributing significantly to the efficiency and effectiveness of the company's operations.

Kaylee and Allasandra Marini talked about the challenges and triumphs of running a centralized wholesale operation, separating from dealerships, and managing multiple brands. Allasandra also shares her personal journey into the automotive industry and discusses the importance of being coachable and seeking feedback for personal growth. 

Additionally, she shares her approach to understanding different personalities in the workplace, highlighting the importance of effective communication and self-awareness.

--------------------------------------------

Peter Smith is the Founder and Managing Partner of The Lion Partnership, a firm specializing in automotive dealership consultancy. With over forty years of experience in the automotive industry, he focuses on strategies to improve dealership operations and customer and employee engagement.

Peter shares his career highlights, innovative approaches, challenges, and emphasized the importance of a positive mindset and long-term customer relationships in the car dealership business. Peter Smith's career spans decades, during which he founded the Lion Partnership to mentor and develop a collective of vetted vendors–aiming to enhance customer and dealership experiences. 

This initiative reflects his commitment to innovation in the automotive industry, as he actively tests and implements cutting-edge technologies–including a telephone AI system that revolutionizes call handling and response mechanisms.

Moreover, Peter also shed light on the challenges and strategies involved in starting new ventures, the significance of networking through platforms like LinkedIn and Clubhouse, and the need to prioritize long-term customer relationships over short-term sales pressures.

This underscores the importance of embracing innovation, leveraging networking tools, and prioritizing long-term customer relationships to succeed and thrive in this dynamic sector.

--------------------------------------------

Todd Katcher is the Managing Partner at Digital Dealership System, specializing in advancing automotive retail technology through innovative digital signage solutions. His expertise focuses on enhancing dealership customer experiences and operational efficiency​.

Kaylee Felio and Todd Katcher discuss the transformative impact of dealership technology on motivating and managing dealership teams. Digital Dealership System is at the forefront of revolutionizing how car dealerships operate and strive for success. Through their innovative digital signage and dashboard solutions, they are creating a new standard for efficiency and accountability within the dealership industry.

Todd elaborated the challenges faced by car dealerships in integrating new features and aligning technology with dealership goals. With a focus on empowering dealership staff and bridging the gap in technology, Digital Dealership System offers a user-friendly and cost-effective solution compared to other tools in the marketplace.

The conversation revealed the power of real-time performance tracking and dynamic information display in motivating sales and fixed ops teams. To learn more about the Digital Dealership System and gain insights into the future of dealership technology, listen to the full episode of the Parts Girl Podcast featuring Todd Katcher.

—-----------------------------------------

Emily LaCroix is a dynamic and accomplished marketer with a passion for community relations and building strong relationships within the automotive industry. She is also the Marketing Director at Berger Chevrolet, one of the top 1% of Chevy dealerships in the Nation, excelling in both Fixed and Variable Operations, and has earned Dealer of the Year Award eleven times.

In this episode of the Parts Girl Podcast, Emily LaCroix joins host Kaylee Felio to delve into her extensive experience in community relations and innovative employee-focused marketing within the automotive sector. She sheds light on her impactful journey, the pivotal role of community engagement, and the unique strategies executed at Berger Chevrolet.

Emily LaCroix emphasizes the importance of cultivating relationships within the local community. At Berger Chevrolet, community relations are paramount, fostering stronger connections with customers and enhancing the dealership’s credibility through collaborations with local businesses and organizations.

Showcasing employees in marketing initiatives is a strategic focus at Berger Chevrolet. Utilizing a variety of channels, from TV commercials and TikToks to social media and website features, Emily LaCroix ensures that the team behind the brand is prominently highlighted, building trust with customers and improving internal relations between the marketing department and employees.

Emily LaCroix is also committed to community giving at Berger Chevrolet, actively participating in philanthropic activities, including breast cancer awareness and military support initiatives. This commitment not only fortifies Berger Chevrolet’s positive community image but also strengthens the dealership's ties with the local populace.

Don’t miss out on the Parts Girl Podcast for an in-depth conversation with Emily LaCroix, and gain insights into successful community-centric marketing in the automotive world.

—-----------------------------------------

Scott Davis is a strong business development professional, and the President and co-founder of Volie, Inc., the #1 BDC Engine that allows you to rethink the way you manage customer communications for sales and service BDC's. He has worked with many dealers and their service departments to successfully establish or improve their BDC's.

Effective communication and customer relationship management are crucial aspects of running a successful auto dealership. However, managing the dealership's business development center (BDC) manually can be a challenging and time-consuming task, impacting productivity and profitability. In this episode of the Parts Girl Podcast, Kaylee Felio speaks with Scott Davis, the co-founder of Volie, a BDC software that addresses these challenges head-on.

Scott Davis shares the backstory of Volie and how it was founded to cater to the growing need for improved communication and data management in the automotive industry. Dealerships faced difficulties in identifying who to call, managing inbound and outbound calls efficiently, and maintaining customer data accuracy. Volie emerged as a solution to streamline these processes and provide dealerships with a competitive edge.

Volie's call center application integrates with dealership management systems and consolidates data from various sources. This allows dealerships to build work plans based on their specific market and strategy. With Volie, dealers have complete visibility into their BDC operations and can execute their communication strategies effectively. The platform eliminates the guesswork and manual work involved, resulting in improved productivity and resource management.

By leveraging Volie's automation and accountability features, dealership agents can significantly increase their productivity. The software supports agents with personalized guidance, helps manage inbound and outbound calls effectively, and provides insights to prevent double calls and missed opportunities. With focused and systematic communication, dealerships can generate more leads, schedule appointments, and minimize customer defection.

—-----------------------------------------

Jordan Cox is the community manager of ASOTU or the Automotive State of the Union, a forward thinking content and community for dealers and industry innovators. The purpose of ASOTU is particularly close to Jordan's heart, as it showcases the achievements of various automotive stakeholders, from industry partners to frontline workers.

Are you ready to dive into the world of automotive excellence and uncover the untold stories behind remarkable individuals and their contributions? In this Parts Girl Podcast episode, host Kaylee Felio and Jordan Cox delve into the incredible work being done in the automotive industry. From shining a spotlight on those who are revolutionizing the field to exploring the personal journeys of customers, this episode highlights the power of automotive excellence.

One of the key topics discussed is the Automative State of the Union (ASOTU) in the automotive industry. Jordan explains how this event serves as a platform to showcase achievements, inspire stakeholders, and acknowledge the groundbreaking impact of industry players. They emphasize the importance of recognizing and appreciating the efforts of various individuals, including frontline workers, industry partners, and detailers.

As a former car salesperson, Jordan Cox understands the misconceptions and astonishment surrounding their career choice with a college education. However, they passionately describe the joy of connecting with customers, building trust, and ultimately helping them find the perfect vehicle. It's about much more than just cars and parts; it's about the personal stories and journeys of each customer.

Throughout the episode, Jordan Cox expresses their love for podcasts and their ability to inspire others. They highlight how Kaylee Felio's podcast has motivated individuals to be their best selves and gain confidence. Jordan emphasizes that everyone has the potential to be a hero and that small actions now can have a significant impact on future generations. 

Tune in to the Parts Girl Podcast and join Kaylee Felio and Jordan Cox in exploring the power of automotive excellence, authentic connections, and the stories that drive us all.

Justin Pomeroy is an accomplished entrepreneur and business leader who founded and serves as Vice President of Fixed Operations & Income Development of Foundation Auto Corp, a leading provider of automotive solutions in North America.

In the fast-paced world of the automotive industry, embracing growth, learning, and persistence can pave the way for success. In today’s episode of the Parts Girl Podcast, Kaylee Felio sat down with Justin Pomeroy, a seasoned professional in the field, to discuss his journey and the valuable lessons he's learned along the way.

In the early stages of his career as a service advisor, Justin Pomeroy actively sought knowledge by initiating conversations with seasoned professionals on LinkedIn. By regularly consulting experts in this manner, Justin Pomeroy gradually expanded his understanding of daily tasks, reports, and pay plans, steadily honing his skills over time. Above all, Justin Pomeroy emphasizes being open to learning by putting ego aside.

As his career progressed, the value of persistence in relationship-building became increasingly apparent to Justin Pomeroy, especially when navigating complex interpersonal situations. Navigating the automotive industry inevitably involves challenges, particularly when dealing with difficult managers. However, Justin Pomeroy persisted through these complex situations with great patience and relationship building.

In addition to actively seeking knowledge and persisting in building relationships, Justin Pomeroy stresses the immense importance of communication in the heavily service-focused automotive industry. In an industry where customer satisfaction is crucial, Justin Pomeroy learned to maintain composure and engage in effective communication to defuse conflicts.

Through the lessons learned in his extensive career journey, Justin Pomeroy has gained critical insights that can greatly empower other professionals in the automotive industry. His advice serves as an inspiration for how embracing continuous growth, learning from both positive and negative experiences, and persisting through daunting challenges can ultimately lead to fulfillment and success in the automotive field.

—-----------------------------------------

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 Parts Operations.

In today's competitive auto industry, strategic parts pricing is key for dealerships to maximize profits. In this episode of the Parts Girl Podcast, Kaylee Felio interviews Chuck Hartle, Founder of PartsEdge, for insights on optimizing pricing through customer pay analysis and matrix utilization.

Many dealers simply increase the pricing matrix attempting to improve gross profits. However, Chuck Hartle explains the bigger opportunity lies in evaluating maintenance parts pricing, which often stays unchanged despite rising costs. By conducting thorough customer pay analysis excluding internal sales, dealers can assess actual matrix usage. Surprisingly, only about 15% of parts are actively matrixed on average.

Chuck Hartle also stresses that dealerships must breakdown inventory into more detailed sources with proper coding for flexibility. This enables multiple pricing options and matrices to meet goals. He advises working with experts like PartsEdge or the dealer’s DMS vendor for guidance on optimizing inventory coding structures.

By regularly analyzing customer pay data, targeting maintenance parts pricing adjustments, implementing granular inventory coding, and seeking Chuck Hartle's expert input, dealerships can make data-driven decisions to accurately optimize parts profits.

—-----------------------------------------

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

1. Authenticity is key.

2. Build relationships over transactions.

3. Create your personal brand.

Join Innovative Leaders For The Ultimate Business Growth Experience:

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

1. Understand reporting and performance metrics.

2. Maximize your application utilization to achieve optimal results.

3. Embrace adaptability in the ever-evolving automotive industry.

Quote

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

Connect

Angela Willoughby

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

1. Communicate the importance of the parts department within the dealership.

2. Collaboration and knowledge sharing are vital for success in inventory management.

3. Excellent customer service towards technicians improves communication.

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

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

1. Prioritize customer retention.

2. Leverage technology for convenience.

3. Implement BDCs and additional staff.

Quote

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

Connect

Bob Gower

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

1. Understand the rules and policies.
2. Control special orders and communicate effectively.
3. Make pricing adjustments and increase gross profit figures.

Quote

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

Connect

Chuck Hartle

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

1. Consistency in training ensures effective knowledge transfer.

2. Visualizing success fosters exceptional customer interactions.

3. Continuous skill development enhances fixed operations proficiency.

Quote

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

Connect

Erick Jauregui

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

1. Train staff for top-notch service and customer retention.

2. Boost parts' online visibility and sales.

3. Strategically address parts management for profitability.

Quote

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

Connect

Shaun Raines

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

1. Have a regular physical inventory.

2. Prepare your inventory first before doing physical.

3. Having discrepancies in inventory can be costly.

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

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

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

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

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

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

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

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

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

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

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

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

Shawn Parrett is a Mercedes-Benz Master Certified Parts Manager with over 25 years of Fixed-Ops experience in the auto industry. Today, he joins Kaylee to discuss the critical role automotive parts play in customer satisfaction. With expertise in commercial sales, customer service, warranty, and logistics, Shawn sheds light on the ever-evolving nature of the automotive industry and its parts.

As technology continues to advance, the automotive industry's needs must adapt accordingly. To stay competitive, parts managers need to focus on growing their parts business. This involves being well-informed about the parts they sell, ensuring customers receive the best fit for their requirements from a knowledgeable and experienced provider.

Shawn says going the extra mile for customers is another crucial aspect of growing the business. When customers feel valued and appreciated, they're more likely to continue their relationship with the parts provider.

Moreover, Shawn adds that parts managers should explore e-commerce and consider offering delivery services to enhance convenience for customers. By delivering parts right to their doorstep, customers save both time and money. 

Lastly, increasing inventory is vital for parts managers. A wider variety of options will not only cater to customer needs but also boost sales. By seizing these opportunities, parts managers can stay ahead in the competitive landscape and elevate their sales figures.

Connect

Shawn Parrett