FWRD: An EasyCare Podcast

In this enlightening episode of the Fixed Ops 5 podcast, host Corey Smith is joined by Jerry Davis, a seasoned professional in the automotive service industry, to explore the critical intersection of mental health and workplace performance. The conversation dives deep into the nuances of advocating for mental health awareness and self-care within high-pressure environments. **Chapter Breakdown:** - **Chapter 1: Preparation for Podcast Recording** (00:29 - 12:24) Jerry sets the stage with his readiness for an in-depth discussion, while Corey expresses gratitude for his participation, setting a tone of mutual respect and anticipation. - **Chapter 2: Understanding Mental Health Impact** (13:38 - 20:24) The dialogue focuses on mental acuity's role in aiding others, with Jerry emphasizing the necessity of recognizing personal triggers and the power of strategic breaks. - **Chapter 3: Recognizing Signs of Mental Health Strain** (18:32 - 20:24) Insights into identifying mental health strain through indicators like body language and team engagement are discussed, highlighting the importance of active listening. - **Chapter 4: Managing Stress and Preventing Burnout** (25:47 - 30:32) Conversations pivot to proactive stress management techniques, the significance of self-improvement resources, and the role of recognition in mitigating burnout. - **Chapter 5: Personal Experiences and Future Trends** (31:34 - 39:26) Jerry shares poignant personal experiences, reflecting on the evolving dialogue surrounding mental health in the industry and its profound personal and professional impacts. - **Chapter 6: Key Takeaways and Closing** (40:06 - 42:28) The episode concludes with Jerry offering three key takeaways: the importance of creating a safe space, developing self-awareness, and fostering open communication within teams. **Core Insights:** - **Mental Health Strategies for Service Professionals:** Delve into how mental health directly influences performance and well-being, especially under the pressures inherent to service roles. - **Proactive Measures & Tools:** Explore actionable steps like regular mental health check-ins and utilizing tools such as DISC assessments for better understanding personal and team dynamics. - **Future of Mental Health in the Workplace:** Unpack the significance of integrating mental health considerations into hiring processes and the broader industry dialogue. Join us for this vital conversation that not only sheds light on the often-overlooked aspects of mental health in the workplace but also provides practical advice and real-world experiences aimed at fostering healthier, more productive professional environments.

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Corey Smith, the national fxed operations training manager with Apco Holdings, is joined by Ujj from My Karma in a podcast episode titled "Charging Ahead: Unpacking Strategies, AI Integration, and Having a Vision for 2024 in Fixed Ops." Ujj discusses his career journey and how he started My Karma. They then discuss why dealerships have traditionally not been able to pass surcharge fees to customers due to legal risks and concerns about customer satisfaction. However, Ujj explains that implementing surcharges can actually increase debit card usage while still allowing credit card users to enjoy benefts such as rewards points. He emphasizes the importance of being legally compliant when implementing surcharges and highlights how My Karma provides guidance and training on this topic. Corey shares his personal experience at a restaurant that charges a surcharge fee for their team-based service model. They also discuss potential cost savings for dealerships if they implement surcharges and suggest that an average dealer could save around $15k per month or $180k per year. Finally, they explore the process of implementing surcharges using My Karma's services, including training dealership staff on talking points and dispute handling. The conversation touches on the need for compliance when dealing with insurance companies who do not allow additional charges on approved amounts for extended warranties. Ujj emphasizes the importance of attention to detail in Apple's success. He discusses how Apple agonizes over every little detail, leading to a product that appears easy to use. Ujj also highlights the signifcance of detail in the retail industry and credits dealerships for their attention to detail. He then shifts focus to the trends impacting fxed operations in 2024, particularly electric vehicles (EVs). Ujj explains that EVs still require maintenance, although different from traditional cars, and predicts an increase in proftability for certain operations such as sensor recalibration. He encourages dealerships to adapt and invest in EV infrastructure. Additionally, he mentions AI advancements and its potential role in improving customer service through triaging calls and analyzing sentiments.

**Show Notes: "Electrifying the Future: The Impact of EVs on Automotive Service Departments"** In this electrifying episode of the Fixed Ops 5 Podcast, your host Corey Smith, alongside guest expert Andres Pinter, dives deep into the electric vehicle (EV) revolution and its significant impact on automotive service departments. Prepare to charge up your knowledge as we explore everything from the basics of EV charging solutions to the future-proofing of service departments in the face of EV adoption. **Timestamps & Topics:** - **[00:00-08:17] Introduction and Background:** Corey Smith welcomes listeners and introduces Andres Pinter, who shares his journey from investment banking to leading the charge in commercial EV charger installations with Bullet EV Charging Solutions. - **[08:18-14:42] Preparing for the Podcast:** A behind-the-scenes look at the episode's preparation, discussing the podcast's format, expected length, and the conversational tone aimed at geeking out over EV technologies. - **[14:43-25:17] EV Technology and its Impact:** The conversation shifts to the nitty-gritty of EVs - from the simplicity of their drivetrains to the complex challenges of inventory and geographic disparities in adoption. Discover how EVs are reshaping customer expectations and dealership operations. - **[25:18-29:16] Future-Proofing and Training:** Andres emphasizes the critical need for dealerships to adapt by investing in EV charging infrastructure and training staff for EV repairs, ensuring they are prepared for the electric future. - **[29:17-37:57] Lightning Round - Main Takeaways:** A rapid-fire session where Andres distills the episode's insights into three actionable takeaways for service departments: embracing EV technology, prioritizing customer experience, and staying ahead with training and infrastructure. - **[37:58-41:01] Closing Remarks and Contact Information:** Corey wraps up the episode with a thank you to Andres and shares how listeners can connect for more information or follow up on the discussion. **Key Insights:** - **Adapting to EVs:** It's not just about installing chargers; it's about understanding the broader implications of EVs on service departments, from the types of repairs to customer service strategies. - **The Importance of Training:** With EVs requiring less maintenance but more specialized repairs, training becomes paramount to ensure service departments remain competitive and profitable. - **Looking Ahead:** Anticipating future needs, from bi-directional charging to in-road charging technologies, can position dealerships as leaders in the EV transition. **Closing Thoughts:** This episode serves as a crucial conversation starter for automotive service departments navigating the shift towards electric vehicles. Corey and Andres's discussion sheds light on the challenges and opportunities presented by this transition, emphasizing the need for proactive adaptation and training. Stay tuned for future episodes where we will continue to explore the evolving landscape of the automotive industry.

The transcript is a conversation between Corey Smith, Eric Jauregui, and Jeremiah Shelton about leadership and effective management strategies in the fixed operations industry. They discuss the importance of aligning goals with your team, leading by example, embracing failure as a learning opportunity, tracking progress using data, and focusing on outcomes. They also emphasize the significance of accountability and how education and professional development programs can help individuals develop necessary skills. Challenges mentioned include maintaining a positive mindset and overcoming self-doubt. ● Businesses faced uncertainty and fear during a shutdown, but one industry had a surprisingly successful year. ● Overcoming challenges as a leader involves maintaining a positive mindset and finding inspiration through videos or quotes. ● Successful leaders possess qualities such as humility, gratitude, belief in possibilities, and the ability to learn from others. ● The speaker provides their contact information for further communication. They emphasize the importance of delivering exceptional customer service to encourage repeat business and referrals. They offer tools, knowledge, and training to help dealerships improve their customer service and increase revenue. The transcript concludes with gratitude towards the guests and a request for them to return in the future. Action items: Eric: ● Stay humble. ● Remain a student. ● Listen to motivational videos or podcasts. Jeremiah: ● Invest in your people. ● Be humble. ● Start at the end and focus on what you want to accomplish. ● Both Eric and Jeremiah: ● Provide professional development programs and training for individuals and teams. ● Embrace failure as a learning opportunity. ● Track progress and use data to evaluate the effectiveness of strategies. ● Develop a vision and set goals for the team. ● Create a culture of accountability.

In this insightful episode of Fixed Ops 5, host Corey Smith welcomes Mike Boyd to delve into the evolving world of automotive service. Mike, with his extensive experience in the industry, shares his journey and discusses the significant role of technology in revolutionizing automotive services. **Key Discussion Points:** 1. **Repair on Demand:** Exploration of its comprehensive solution for vehicle diagnostics, reconditioning, and repair, emphasizing its impact on the automotive service industry. 2. **Extensive Repair Network:** Discussion on the benefits of having over 16,000 service providers across the U.S., enabling dealerships to efficiently manage resources and capitalize on acquisition opportunities. 3. **Technology in Dealerships:** How tools like Blue Driver Max are essential for diagnostics and real-time information, aiding dealerships in effectively acquiring and selling used cars while maximizing profits. 4. **Sales and Service Synergy:** The importance of increasing sales through rate to buy more cars and enhancing profitability. Understanding time as a valuable asset in both service and sales departments. 5. **Market Evolution:** How the changing market demands dealerships and software providers to innovate in buying, reconditioning, servicing, and selling cars. 6. **Accurate Vehicle Appraisals:** The criticality of appraisals in deciding which vehicles to purchase, considering cost and infrastructure capabilities. 7. **Enhancing Efficiency:** Utilizing technology for better appraisals and efficient execution of strategies in acquiring and turning used vehicles. 8. **Challenges in Fixed Ops Departments:** Balancing the needs of internal and external customers, with a focus on transparency and quick service. 9. **Shifting Customer Expectations:** Trends towards touchless interactions, clear communication, and the use of visuals for inspections. 10. **Software Solutions:** The role of tools like Blue Driver Max Repair 360 in streamlining fixed ops department processes, saving time, and optimizing resources. 11. **Collaboration Across Departments:** Merging variable and fixed ops teams through data analysis and regular reconditioning meetings to improve efficiency. **Episode Conclusion:** The episode concludes with a strong message on the importance of collaboration and communication across different dealership departments. Emphasizing the need for meaningful dialogue between fixed ops, sales, and service teams, the discussion highlighted how unified efforts can address issues, find opportunities, and improve processes such as acquisition strategy, reconditioning, and go-to-market strategies. The goal: increased efficiency, better understanding of expenses, and heightened profitability. **Invitation for Engagement:** Listeners are encouraged to connect through the website or at industry events for further engagement and resources. **Three Key Takeaways:** 1. Leverage Real Information/Data 2. Invest in the Right Tools (e.g., diagnostic tools) 3. Act on Plans and Maintain Accountability **Action Items for Listeners:** 1. **Visit Repair on Demand Website:** Gather more information about their services. 2. **Contact Mike Boyd:** For further discussion and engagement. 3. **Consider Blue Driver Max:** For improved diagnostics and appraisal processes. 4. **Explore Repair 360:** As a potential tool for reconditioning management. 5. **Schedule Regular Reconditioning Meetings:** To review strategies and expenditures. 6. **Action and Accountability:** Implement plans and establish accountability systems. 7. **Enhance Customer Experience:** Ensure seamless and transparent interactions. Stay tuned to Fixed Ops 5 for more insights and strategies to drive success in the automotive service industry.

Education and professional development programs are seen as crucial in acquiring leadership skills, with both Jeremiah and Eric emphasizing the need for open-mindedness during training sessions. They believe that even if one thinks they know everything already, there is always room to learn something new. Furthermore, humility combined with confidence is regarded as an essential quality for leaders emphasizes the importance of being confident but not crossing the line into cockiness when working with others

Sean Hartman: ● Provide an overview of Pencil Wrench and its mission in the automotive service industry. ● Highlight the value proposition and benefits of Pencil Wrench for customers and manufacturers. ● Discuss the relevance and accuracy of the data provided by Pencil Wrench. ● Share specific feedback and case studies from manufacturers demonstrating the improvement in customer satisfaction and service quality. ● Discuss the origins of Pencil Wrench and its evolution over the years. ● Highlight the time-saving benefits of Pencil Wrench for technicians. ● Mention the partnerships with OEMs and the positive impact of Pencil Wrench on customer satisfaction and dealership efficiency. ● Tease the launch of a new product for service advisors. Joe McCue:

Timothy Lindsey emphasizes the importance of motivating and drawing out people's potential rather than trying to directly motivate them. He recommends staying in education, being well-read, and constantly reminding others instead of teaching them something new. He also advises not to get too fancy or move away from what works. Timothy highlights the signifcance of building relationships with clients and being a trusted advisor during the gaps between transactions. Timothy Lindsey discusses the skills coaching and how to apply them in one's genius zone. He mentions using assessments like the DISC assessment and Keller personality assessment to understand individuals' behavior and communication styles. Timothy emphasizes the importance of adapting communication methods based on people's preferences, whether it's auditory, visual, or kinesthetic. The effectiveness of coaching is measured by tracking agents' engagement with education, tech tools, and meetings with coaches which correlates with increased business productivity.

Steve Apicella discusses the challenges faced by sales departments in maintaining relationships with customers after a purchase. He emphasizes the importance of earning recurring customers and highlights the need for leadership and effective communication processes. Steve identifies various methods of communication used by dealerships, such as email, phone solicitations, text messaging, and postal mail. However, he points out their limitations and suggests that these methods may not effectively engage customers.Steve also addresses the architectural challenge within F&I (Finance & Insurance) departments in dealerships. He acknowledges the revenue earned through F&I menu presentations but questions whether all relationship value should solely reside there. Steve criticizes the pressure cooker environment created during F&I transactions where customers are expected to make decisions immediately.He emphasizes that exceptional customer service alone is not enough to retain customers; there must be a compelling reason for them to return. Steve mentions how this issue particularly affects service advisors who often lack knowledge about products purchased through F&I departments.Furthermore, he advocates for unifying F&I platforms across multiple providers to enhance customer experience and streamline digital engagement.Overall, Steve stresses the significance of intentionality, leadership, effective communication processes, and providing reasons for customers to return in order to foster lasting relationships with dealerships' customers.Steve Apicella discusses the use of push notifications as a highly engaged method of communication. He emphasizes the importance of using technology and user experience to enhance customer engagement and increase revenue. Steve also highlights the need for dealerships to integrate sales and service departments to provide consistent exceptional service throughout the customer's ownership experience. He draws parallels between Amazon's successful customer engagement strategy and how it can be applied in automotive retail.Steve Apicella emphasizes the importance of a unified experience throughout the entire ownership journey, from before to after the sale. He highlights that customers feel the current fragmentation and disconnection between sales and service. Corey Smith agrees and adds that delivering exceptional customer service is crucial for recurring business and revenue growth in dealerships. Steve encourages dealerships to take action, be part of the solution, and consider different perspectives to provide a positive outcome for everyone involved. They discuss ways to bridge the gap between sales and service, including intentionality and effective implementation strategies. Steve also shares his contact information on LinkedIn or Strategic Dx's website for further conversation. Overall, they stress the significance of consistent messaging, delivery, process, leadership, teamwork, training in delivering a legendary customer experience that keeps customers coming back while inviting others into their establishment.

Tully Williams emphasizes the importance of showing young people a pathway to success and how they can earn $55 an hour in their careers. He discusses different career paths within the company, such as service technicians and parts department employees. Tully also advises focusing on hours capacity and using pay plans based on the hours forecast. Corey Smith appreciates Tully's insights and asks for three takeaways from this episode, including knowing the monthly hours capacity, having written plans for all positions, and aligning pay plans with the hours forecast.

Corey Smith discusses saving money and time, particularly in relation to being back on the road quickly after a breakdown. He thanks Walt from EasyCare RV for his participation and asks for three takeaways that dealership personnel can implement. Walt suggests implementing a low-cost loyalty program, offering incentives to customers, and efficient communication with service teams. Corey emphasizes the importance of delivering excellent customer service

Brooke C Furniss discusses the importance of customer retention in the automotive industry. She emphasizes that acquiring customers is not a problem, but retaining them is. Brooke suggests that businesses should constantly nurture relationships with customers by personalizing interactions and staying engaged. She also talks about the challenges of using net promoter scores (CSI) as a measure of customer satisfaction and highlights the need for quality surveys that actually lead to action. Corey Smith agrees and adds that satisfaction should be measured based on factors like fixing vehicles right the first time and delivering good service experiences rather than superficial things like refreshments. Both speakers stress the significance of focusing on repeat and referral business, investing in employee training, and prioritizing customer needs to set themselves apart from competitors.

● Trevor Houston shares his experience in the auto industry, discussing his interactions with a finance director named Brian Craig and his struggle to move up due to politics. Eventually, he decides to leave and transition into financial services. Trevor faced challenges in this new field but persevered by adopting a positive mindset and helping others. He created The Who You Know Show as a platform to connect job seekers with resources and support in the Dallas Fort Worth area. ● Trevor Houston started his career-focused podcast, but later realized the need for mindset development. He began inviting motivational speakers and the show has evolved into a career and business podcast with a focus on self-development. The podcast aims to help people who want more out of life in areas such as career, finances, and relationships. Corey Smith appreciates Trevor's work in changing lives and bringing important topics to light during challenging times like the COVID pandemic. They discuss the importance of mindset in achieving success and overcoming obstacles. Trevor shares his experiences helping job seekers during the pandemic and how it taught him valuable lessons about priorities and gratitude. They also mention an episode featuring Chris Gronkowski, where they discussed the importance of figuring things out, taking action, and not relying on others to do it for you. However, they highlight that many people tend to make excuses instead of taking uncomfortable actions that lead to growth. ● Trevor Houston initially took it personally when his teaching strategy didn't work, but he realized that people need to have a personal investment in order to pay attention. The more they pay, the more engaged they are. He discussed this with Corey Smith and praised Chris Gronkowski's insight on the topic. Trevor also shared his plans for future episodes of his podcast, "The Who You Know Show," where he aims to bring on big names like Tony Robbins and Joe Rogan. They concluded by discussing the importance of setting goals, seeking help from those who have already achieved what you want, and being comfortable with discomfort. Listeners can connect with Trevor through LinkedIn or visit his website for more information about his financial practice and podcast. ● Corey Smith concludes the episode by thanking Trevor Houston for being a guest and asks if he will return in the future. Trevor enthusiastically agrees and expresses his appreciation for the unique question. They both express their admiration for Vito, who made a significant impact on Trevor's show. Corey mentions wanting to learn more from Trevor about mindset and human behavior, as it is a powerful tool that he wants to teach his advisors. Both agree to support each other and look forward to collaborating again in the future.

● Adam Yoder suggests that dealers should consider implementing rewards programs to drive traffic back to their stores. He uses examples of companies like Chick fil A and Starbucks to demonstrate the effectiveness of such programs. Corey Smith agrees, emphasizing the importance of making the dealership stand out from competitors in order to attract customers. They discuss the benefits of offering prepaid maintenance as part of an Advantage program, as it helps build customer retention and loyalty. Other potential products include cosmetic policies for fixing dents and dings, key replacement, and upgrading warranty terms. Adam emphasizes that these offerings need to be communicated with excitement by salespeople in order to make customers feel more comfortable during the buying process. The goal is to provide a positive experience that leads to long-term customer satisfaction and increased profits for the dealership. ● Adam Yoder discusses the importance of introducing an Advantage program to customers and highlighting its benefits. He emphasizes the need for customization based on customer preferences and demonstrates how it can be used in negotiation. Corey Smith adds that staff training is crucial, emphasizing the importance of consistency and unified messaging across departments. They also discuss marketing strategies for promoting the Advantage program, including website banners and third-party sites. Ongoing training and involvement from sales managers are necessary for successful implementation and a cultural shift towards value selling. The ultimate goal is to build relationships with customers, drive retention, and grow the business. Adam Yoder advises dealers to take advantage of the opportunity and not wait to put a program together. He offers his assistance and encourages anyone interested to reach out to him. Corey Smith emphasizes the importance of delivering a legendary customer experience and highlights their ability to provide tools, knowledge, and training for dealership success.

Corey Smith interviews Arnold Gacita, president of Petra Automotive Products. They discuss their podcast and what the title of the episode will be. They also talk about the tech shortage in dealerships and ways to retain technicians. Additionally, they touch on how profits can create goodwill. Arnold shares his 32-year history in the automotive industry and how he started his own company. Finally, they discuss Petra's culture and their work with OES while being in 38 countries with over 360 products available at around 4200 dealerships nationwide. Arnold Gacita talks about the charity called Petra Cares that he and his team started. They aimed to help foster kids exiting the foster care program, who are mostly homeless or dead in jail within three years of leaving the program. The charity provides free training as level one mechanics for these disadvantaged youths, and dealerships offer them jobs once they graduate from the seven-week course. This initiative aims to change lives not only for those individuals but also for their future generations by providing them with purpose and hope. Arnold Gacita discusses the impact of showing love and support to foster care children through vocational training. The initial program is for automotive technicians, but the plan is to expand into other industries such as dental and medical assistants. The shortage of skilled workers in these Felds is attributed to a focus on four-year universities over trade schools, which has resulted in an aging workforce that is retiring faster due to COVID-19. To address this issue, Arnold's foundation offers free tuition, transportation, childcare services, and $150 weekly stipends for students attending their programs. Donations are welcome to help fund more classes and expand into additional industries. Arnold Gacita discusses the need for more vocational programs in high schools and mentoring opportunities within dealerships. He emphasizes the importance of looking outside oneself, helping others, and offering retention bonuses to encourage master technicians to stay longer. The impact of their work on foster kids has even affected non-believers, causing them to question their beliefs. The conversation ends with plans for a three-way call with Dante and Corey Smith.