Fixed Ops Journal - October 2022 - F27

FEEDBACK IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII
A
More than 50% know
majority of service customers
know their adviser and/or
technician by name, according
to a DealerRater survey
conducted for Fixed Ops Journal in September.
Customers
were asked whether they
knew the names of the service department
staff the last time they brought
their vehicle in for repair or maintenance.
More than half of respondents
spread across both luxury and massmarket
brands
responded they did
IIII
adviser or tech by name
know the name of either their adviser or
technician before showing up for their
service appointment. A little more than
40 percent replied they didn't know
their adviser or technician beforehand.
Fixed ops trainers and consultants say
the goal for advisers is to provide such
good service that customers ask for
them by name each visit. Likewise, technicians
should look to make a connection
with their video multi-point inspections
so customers will request them by
name. 
NEWSMAKER IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII
Father's life provides a blueprint
I
t was Kieran Stack's father's death
in Ireland in 2017 that convinced
him he wanted to do more with his
life.
His father, a teacher for 32 years, made
such an impact on so many lives, thousands
of people in town came to pay
their respects.
On Stack's 40-hour trip back
home to Australia, he assessed
how he's infl uencing others.
" I fi gured out I wasn't here to
make a living; I was here to
make a diff erence and my area
of expertise is service departments, "
he says. " I wanted to
help people grow in that area
and be better at what they do.
ending up as fi xed ops trainer for BMW
Group Australia.
In 2021, he founded Service101, an
automotive training company. And in August,
he published " Service Advisor 101: A
Blueprint to Becoming a High Performing
Service Advisor. "
Instead of chapters, the short
book is broken into seven elements
such as: Be Driven; Act with
Integrity; and Always Be Refi ning.
At the end of each element,
there is an opportunity for the
reader to refl ect on the material
Stack: Making
a difference
" And I wanted people to come to my
funeral one day to say to my kids, 'Your
dad was awesome; he helped me in my
journey.' "
Stack began his automotive career in
his native Ireland as a parts adviser at a
BMW dealership. In 2009, he met his future
wife who was visiting Ireland from
her native Australia. Four years later, the
couple moved Down Under, and he
held roles as service adviser and service
manager for several brands, eventually
presented and rate their abilities
in certain areas. For the Priorities
element, readers are asked to rate
on a 1-to-10 scale their ability to
build rapport with customers. As a followup,
the reader is asked to write down
three things they can do to increase their
rating.
Stack bills the book as " the best 30minute
investment you can make in
your career today. " And the feedback he
has received from readers is fulfi lling his
wish to make an impact like his father.
" It's fi lled my tank, " he says. " It's given
me greater confi dence. "
- Dan Shine
What's in a name?
Q: The last time you brought your vehicle into the
dealership for service, did you know the name of
your adviser or technician before you arrived?
Yes:58% No:
42%
Source: DealerRater survey conducted Sept. 15-23 of 12,873 consumers
who visited new-vehicle dealerships
FIXED IN TIME
1930s
A vehicle is ready for repair at a Packard dealership
service department in Shanghai. Packard, a popular
luxury brand in the U.S. in the 1920s, saw more cars
exported than any other in its price class. Almost twice
as many Packards were sold abroad than any other
luxury car in 1930. In 1931, 10 Packards were owned
by the Imperial House of Japan, and Chinese President
Chiang Kai-Shek was chauffeured around in an armored
1928 Packard 526. This photo is from the collection of
Fred and Dan Kanter of Kanter Auto Products, which
specializes in hard-to-fi nd classic car parts - including
those for Packard.
 We encourage you to submit photos for Fixed
in Time. Send images to foj@autonews.com.
OCTOBER 2022 PAGE 27
Fixed Ops Journal - October 2022

Table of Contents for the Digital Edition of Fixed Ops Journal - October 2022
