Fixed Ops Journal - October 2022 - F4

FIXED OPS JOURNAL
4 outfi ts, 4 weeks of memorable insight
T
his year's Fixed Ops Journal
Forum is just about done for
2022 (our exclusive sponsor CDK
Global will present a session
Oct. 11), and now my co-workers can
stop asking me if I'm living at the offi ce.
Because the weekly forum sessions
DAN SHINE
dan.shine@crain.com
Fixed Ops Journal editor
were taped in advance and some
segments for the same week were
recorded on diff erent days, I kept the
shirts and suit jackets I wore each day
hanging at my desk. Th at way, I'd be
wearing the same shirt for all of Week 1's
segments, for instance.
Perhaps no one would have noticed -
or cared - if I had on a blue shirt for one
interview and a purple one for the next.
In all, I taped 13 segments - panel discussions or one-on-one
interviews - featuring 21 guests. I'm grateful to every one of them for
taking them the time to share their views and wisdom. Here are
highlights from each week.
Dave Foy on customer retention, Week 1: Culture is one of those
things that you can feel when you walk into a store. You can feel that
energy when it's a place that has good culture. It might just be the look
on the face of the service advisers or the porters. It might be the way
they said hello to you in the morning.
Joel Furno on hiring staff, Week 2: Our advice is to treat recruiting
in the same aggressive manner that you would treat driving customers
to come to your dealership.
Make sure you're ... thinking about what these folks want, which is
fl exibility. [And] you have to be competitive in your wages against these
other employers.
Matt Whittenberger on body shops, Week 3: Process is extremely
important but now more than ever it's communication.
You're going to have to think outside the box and look at these cars on
a case-by-case basis. And if you don't want to be in the industry, give
me the phone numbers of your employees and I'll call them to come
work with me.
Chris Rock on readying dealerships for servicing EVs, Week 4:
We started with an EV assessment program where the dealer network
development team and myself ... analyzed dealerships. We saw what
their needs are, what they'll need for chargers, locations. We worked
with sales and aftersales as well to develop a plan for [the certain lifts]
you need for battery packs because they're heavy. Th is has been about
two years' worth of eff ort to get dealers prepped for the Lyriq sale and
aftersale service support.
Th ere are many more moments of great insight provided by all the
guests. If you missed the Forum, or even just a session, you can view
them all at autonews.com/fojforum. If you did watch them all, we
appreciate you tuning in.
Let me know what topics we should be thinking about for next year's
forum. I'll start picking out my wardrobe. 
> Fixed Ops Journal
VOL. 7, ISSUE 5
Editor-in-Chief Dan Shine at dan.shine@
crain.com.
> Final 2022 issue
will be published
Dec. 19
> Print copies
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> FOJ webinar
Catch the replay of our Oct. 5 webinar,
" Building Strong Supplier-Shop
Relationships, " at autonews.com/
webinars .
> Digital editions
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of the print edition of FOJ: autonews.
com/fi xedops. See six years of archives
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Look for the Fixed Ops Journal box on the
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Fixed Ops Journal - October 2022

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