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In Episode 8 of The Service Lounge Podcast, we sit down with Jamie Haberle, General Manager of Central City Toyota, to explore how data can revolutionize your service department. With over 30 years of experience, Jamie shares his journey from handwritten repair orders to leading one of the top-performing Toyota service departments in the nation.💡 What You’ll Learn in This Episode:✔️ How to track and share daily metrics for team accountability✔️ Building a culture that embraces data-driven processes✔️ Leveraging video MPIs to enhance customer trust and boost revenue✔️ The importance of consistent leadership and clear goals✔️ How to retain top talent by fostering a unified cultureJamie also shares real-world examples, including how his dealership achieved:✅ 93% utilization of video MPIs✅ Higher customer engagement and increased profitability✅ Sustainable long-term results through process consistencyWhether you’re a dealership manager, service advisor, or just passionate about fixed ops, this episode is packed with actionable insights to help you drive results.🎧 Tune in and let us know your favorite takeaway!
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Are outdated payment processes costing your dealership time, money, and customer trust? In this episode of The Service Lounge, we sit down with Zana Ziemba from UpdatePromise’s Merchant Services to uncover the hidden pitfalls of traditional credit card processing in dealerships.
Discover why automotive-specific merchant services are a game-changer, how integrations save hours of reconciliation time, and whether surcharging is helping or hurting your customer relationships.
Don’t miss out on practical tips to streamline your dealership’s payment processes and create a seamless experience for both your team and customers.
🔗 Subscribe for more industry insights!
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Is your service check-in process living up to its potential? In this episode of The Service Lounge, we dive into how you can turn your tablet into a profit machine. Learn practical tips and strategies to maximize efficiency, improve customer satisfaction, and get the most out of your tablet investment. From real-world examples to expert insights, this episode is packed with actionable advice to help your dealership thrive.🎧 Subscribe for more raw conversations and insights from the service lane!🔗 Listen on Spotify, Apple Podcasts, and more: Apple Podcast: https://lnkd.in/grp9Ehn3 Spotify: https://lnkd.in/g3tWS5fX📱 Follow us on social media for updates and behind-the-scenes content! LinkedIn: https://www.linkedin.com/showcase/the-service-lounge-by-updatepromise/ X/Twitter: https://lnkd.in/gBRYPACY Facebook: https://lnkd.in/eM6wX5Xy Instagram: https://lnkd.in/g2NVyqpm TikTok: https://lnkd.in/eVf6fCEQ
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In this episode of The Service Lounge, we dive deep into the growing demand for Digital MPIs from an OEM perspective with special guest Kenny Warren, representing Lexus/Toyota. Kenny offers a unique viewpoint on why OEMs are pushing for the adoption of Video and Photo MPIs, highlighting how these tools are transforming service departments by enhancing transparency, customer trust, and approval rates. If you're a dealership leader looking to understand the impact of Digital MPIs on service performance and customer experience, this episode is packed with valuable insights!Episode Highlights: 🎙️ Guest Speaker: Kenny Warren, Lexus/Toyota OEM Representative🔑 Key Topics: Digital MPIs, OEM Motivations, Customer Trust, and Service Efficiency- The role of OEMs in driving the adoption of Digital MPIs.- How Video and Photo MPIs enhance transparency and increase customer approval rates.- Real-world examples of successful MPI implementations and their impact on dealerships.Stop by to say hello on our other pages!Apple Podcast: https://lnkd.in/grp9Ehn3Spotify: https://lnkd.in/g3tWS5fXClubhouse: https://lnkd.in/gzfbk9gALinkedIn: /the-service-lounge-by-updatepromiseX/Twitter: https://lnkd.in/gBRYPACYFacebook: https://lnkd.in/eM6wX5XyInstagram: https://lnkd.in/g2NVyqpmTikTok: https://lnkd.in/eVf6fCEQMake sure to subscribe and hit the notification bell for more industry insights! 🔔
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In this episode of The Service Lounge, we sit down with Geno Walsh to explore the strategies behind building high-performance teams at the dealership. From implementing new processes to motivating team members with consistent reporting and competition, Geno offers practical advice for leaders looking to drive both team performance and customer satisfaction. He also shares the "Qvale Way," a philosophy that focuses on customer transparency and engagement. If you're looking for tips on elevating your dealership’s service operations, this is the episode for you!
Episode Highlights:
🎙️ Guest Speaker: Geno Walsh, Executive Manager of Operations, Qvale Auto Group
🔑 Key Topics: Leadership, Process-Driven Success, Video MPIs, and More!
- The importance of process-driven operations in service departments.
- How technology, such as video MPIs, improves team efficiency and customer trust.
- Key strategies for motivating and onboarding new team members.
- Using competition and consistent reporting to boost team performance.
- The "Qvale Way": A customer-centric approach to building trust and loyalty. -
In this episode of The Service Lounge Podcast, we’re diving deep into one of the biggest challenges in the service department—service scheduling.
Join hosts Brandon Nixon and Christian Eagon as they sit down with Scott Loveless, Fixed Operations Director at Diamond Valley Honda, to uncover the strategies that have helped his dealership excel in managing customer appointments.Scott shares his wealth of experience, offering actionable insights on:
The root causes of long wait times and how to reduce them effectively. Balancing walk-ins with scheduled appointments to keep both customers and technicians happy. The innovative use of video to set customer expectations and enhance satisfaction.Whether you’re looking to improve your dealership’s efficiency or simply curious about the inner workings of service departments, this episode is packed with tips that can transform your approach to service scheduling.
Don’t miss out on these game-changing strategies. Tune in now and take your service department to the next level!
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Welcome to the second episode of the Service Lounge Podcast! Join hosts Brandon Nixon and Christian Eagon as they uncover the fine line between upselling and overselling in dealership service departments.
In this episode, we discuss:
Real customer feedback on upselling experiences.
The power of transparency: using videos and photos to build trust.
Mystery shopping insights: what we learned about dealership practices.
Tune in to learn how dealerships can enhance their customer service and retain more satisfied clients. Don't forget to follow our channel!
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In our premiere episode, hosts Brandon Nixon and Christian Eagon break down the top 10 customer complaints in the dealership service industry for 2024. Learn about the challenges and solutions for long wait times, appointment issues, rude staff, and more.
Analysis of the CDK Global cyberattack and its consequences. Tips for enhancing customer experience in dealerships. Real customer feedback and practical advice for service improvement.
This episode features:Subscribe and listen to ensure you’re up-to-date with the latest in dealership service trends and customer satisfaction strategies.
