Fixed Ops Journal - October 2019 - F30
FIXED OPS JOURNAL
Compiled by Danielle Szatkowski
Send suggestions for future
Shop Talks to foj@autonews.com.
SHOP TALK
We asked fixed ops managers: What is your best strategy
for competing with aftermarket providers in your area?
"First, our customers want flexibility. Price isn't the
main concern. Most customers now know that pricing
is competitive. What they want is the ability to come in
with an appointment or without one. Second, they want
their vehicle health report. Our
customers expect their inspection
report every visit. They expect
accuracy and solid advising, so
they can plan their time and their
finances. Flexibility plus solid,
accurate information creates
customer loyalty."
PAUL BARTLETT
Fixed operations manager
Capitol Ford-Lincoln, Santa Fe,
N.M.
"Provide the highest level of
customer service by being
different, being transparent
and being bold. Educate the
customer, and be the expert
they expect you to be. Build
lasting lifelong relationships
with your customers, and be
aware of customer needs and
expectations."
CHAD McHARGUE
Service and parts director
Chalmers Ford, Rio Rancho, N.M.
PAGE 30
OCTOBER 2019
"We used to focus on pricing
strategies, but over time many
of us came to the realization
that changing the perception of
dealer pricing was easier said
than done. We struggle more
with being a convenient choice
for our customers. We deal with
other aspects of repair that the
aftermarket shops will never be
burdened with, which can affect
our level of service. Being as
convenient as possible is where
I choose to focus."
BRENT WAGGONER
Fixed operations director
Sutherland Chevrolet, Nicholasville, Ky.
"We try to price-shop the
competition, to make sure our
pricing is in line with theirs. We also
like to make the customer aware of
the advantages of servicing with the
dealership because of the factorytrained technicians and the
warranty on repairs, building value
into the sale."
DICK JOHNS
Service manager
Diehl Chrysler-Dodge-Jeep-Ram of Grove
City in Pennsylvania
"When a customer comes to our
dealership, they expect top-quality service
and parts. So when we explain to the
customer the difference between OEM and
aftermarket, it is an easy sell."
DON DEMENY
Service manager
Chrysler World, Abrams, Wis.
Fixed Ops Journal - October 2019
Table of Contents for the Digital Edition of Fixed Ops Journal - October 2019
Contents
Fixed Ops Journal - October 2019 - Intro
Fixed Ops Journal - October 2019 - F1
Fixed Ops Journal - October 2019 - F2
Fixed Ops Journal - October 2019 - Contents
Fixed Ops Journal - October 2019 - F4
Fixed Ops Journal - October 2019 - F5
Fixed Ops Journal - October 2019 - F6
Fixed Ops Journal - October 2019 - F7
Fixed Ops Journal - October 2019 - F8
Fixed Ops Journal - October 2019 - F9
Fixed Ops Journal - October 2019 - F10
Fixed Ops Journal - October 2019 - F11
Fixed Ops Journal - October 2019 - F12
Fixed Ops Journal - October 2019 - F13
Fixed Ops Journal - October 2019 - F14
Fixed Ops Journal - October 2019 - F15
Fixed Ops Journal - October 2019 - F16
Fixed Ops Journal - October 2019 - F17
Fixed Ops Journal - October 2019 - F18
Fixed Ops Journal - October 2019 - F19
Fixed Ops Journal - October 2019 - F20
Fixed Ops Journal - October 2019 - F21
Fixed Ops Journal - October 2019 - F22
Fixed Ops Journal - October 2019 - F23
Fixed Ops Journal - October 2019 - F24
Fixed Ops Journal - October 2019 - F25
Fixed Ops Journal - October 2019 - F26
Fixed Ops Journal - October 2019 - F27
Fixed Ops Journal - October 2019 - F28
Fixed Ops Journal - October 2019 - F29
Fixed Ops Journal - October 2019 - F30
Fixed Ops Journal - October 2019 - F31
Fixed Ops Journal - October 2019 - F32
Fixed Ops Journal - October 2019 - F33
Fixed Ops Journal - October 2019 - F34
Fixed Ops Journal - October 2019 - F35
Fixed Ops Journal - October 2019 - F36
Fixed Ops Journal - October 2019 - F37
Fixed Ops Journal - October 2019 - F38
Fixed Ops Journal - October 2019 - F39
Fixed Ops Journal - October 2019 - F40
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