On this episode of Service Drive, Dave Rogers, Fixed Operations Director at Piazza Auto Group, shares strategies for dealerships to succeed amid a technician shortage. Rogers details how tactics such as multi-point inspections, video walk-arounds, and mobile service units are helping his stores boost productivity and retention.
Across his 30 stores, Piazza Auto Group could use about 20 additional technicians, reflecting the ongoing talent shortage in the industry. Roger notes that staffing and scheduling directly impact the ability to conduct thorough inspections and video walk-arounds, and keeping technicians engaged is essential to maintaining service quality.
Rogers remarks that focusing solely on metrics can skew behavior. Behavior-driven management ensures that processes are followed correctly and that results are sustainable, rather than manipulated to hit numbers.
A common challenge in service departments is the disconnect between advisors and technicians. Advisors sometimes pre-judge customers and filter repair recommendations based on assumptions about affordability. Piazza Auto Group addresses this through video documentation and clear, pass-or-fail multi-point inspections, fostering transparency and customer trust.
Training is central to the dealership’s strategy. Advisors and technicians receive structured programs including online modules, Auto University courses, OEM certifications, video instruction, and objection-handling techniques. Understanding company culture and mission is emphasized alongside technical skills.
"Good fixed ops, good used-car operations
With high new-car prices, customers are keeping vehicles longer, increasing demand for maintenance and repairs. Rogers’ teams focus on maximizing each service visit and ensuring all inspections and recommendations are completed efficiently. For instance, three Mercedes stores have added mobile service vans, generating strong ROI and expanding service accessibility for customers.
Moreover, Rogers stresses the importance of prioritizing fundamentals over emerging industry trends, such as potential chip shortages, and applies a guiding principle centered on the customer, company, and co-workers. One-on-one coaching, consistent process reinforcement, and technology adoption are critical to sustaining high performance.
Nevertheless, Piazza Auto Group’s approach demonstrates how dealerships can balance productivity, staff engagement, and customer trust. By investing in training, behavior-driven management, and consistent processes, service lane success is achievable even amid staffing challenges and evolving market pressures.
