As service departments face growing demand heading into peak season, Sammy Jo Mannering of Tamiami Hyundai and Genesis of Naples joins us on today’s Service Drive episode to share how her store is balancing customer expectations, technician shortages, and new AI-driven tools.
Mannering describes sustained growth at Tamiami Hyundai and Genesis of Naples, driven by ongoing population influx and consistent year-over-year demand. She notes that the store has not experienced a meaningful slowdown since the pandemic period, particularly as Southwest Florida continues to attract new residents and retirees.
Increased service demand
To manage increased volume, Mannering emphasizes setting clear expectations at check-in. Her team coordinates closely between service advisors and technicians to ensure accurate timelines are communicated to customers from the start of each visit. This approach helps reduce friction during peak periods when diagnostic and repair delays extend beyond typical turnaround times.
The dealership relies on Xtime to streamline communication between advisors, technicians, and parts departments. The system allows internal updates and messaging while giving managers visibility into each vehicle’s progress through the shop. Mannering says this structure reduces inefficiencies and limits the time advisors spend away from customer-facing roles.
Building customer trust
According to Mannering, Tamiami Hyundai has also adopted video multi-point inspections to improve transparency and customer understanding. Technicians document vehicle conditions through video, allowing customers to see repair needs firsthand. Mannering reports that while adoption is still growing, the dealership aims to substantially expand usage as part of its broader trust-building strategy.
On the technology side, the dealership uses an AI-powered scheduling system to manage inbound service appointment calls. The tool supports high call volumes by handling requests quickly and allowing customers to schedule appointments outside normal business hours. Mannering says the system is being expanded to additional dealership functions as part of a broader digital integration strategy.
Strengthening long-term retention
To address ongoing technician shortages, Mannering focuses on internal development rather than relying solely on external hiring. The store partners with a local technical college to bring in interns who begin in entry-level service roles before advancing through structured training paths. Technicians receive ongoing education, performance evaluations, and clear career progression opportunities designed to improve retention.
“When you actually take the time to invest in somebody, the loyalty is greater.”
Mannering’s own career reflects that development model. She entered the automotive industry in an entry-level role and advanced through parts, warranty, and service positions before moving into leadership. She credits mentorship and hands-on training as key factors in her progression.
She says the dealership’s long-term success depends on aligning communication, technology, and workforce investment. By improving transparency, leveraging digital tools, and building technician careers from within, Mannering believes service departments can better manage rising demand and evolving customer expectations.
