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John Fairchild

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John has more than 35 years of experience in fixed-operations management and consulting, and trains fixed-ops staff to improve performance and customer service. He started working in auto repair and parts at age 15 and over time held numerous positions at dealerships, including general manager. Visit the website https://fairchildautomotivesolutions.com.
lateral support

Should You Use Lateral Support as a Service Department Dispatch System?

Lateral support, Simple Support, Teams, Super Groups and Dispatch. Service Department technician production systems must be designed based on the quality and capabilities of...
customer retention

Customer Retention: They Have to Like You

From dealership standpoint, customer retention for the long term is totally dependent on personal relationships with your staff. The question “Would you take your car...
services

Where do we GROW?

As the economy continues to heat up, dealerships are increasingly being cramped by lack of available space and staff to accommodate the rush of...
the process

How The Process is the Core to Your Business

Processes are the core tools for business. In order to become and remain successful and competitive, Dealership Service Departments must continuously improve their process....
technician

Dealing with the Technician Drought

There is a “Technician Drought” that has been plaguing the car industry for decades, pretty severely for the past 5 years or so. Finding...
one-line ROs

One-Line ROs

A few Fridays ago at the dealership I was visiting, we had a meeting and discussed some important metrics surrounding increasing sales. The topic...
difficult customers

Effective Ways to Address Difficult Customers

If you have worked in the Service Drive for, let’s say, 15 minutes or longer you probably understand that there is a fair share...
customers

Customers Need to Like You!

In a Dealership Service Department, the relationship with your customer is “King.” It’s far more important for the customer to actually like you than...
NO

Why you want customers to tell you NO in the Service Drive

Something you’ve probably noticed in your Service Drive; Customers almost never come out and say, “Please upsell me.” What’s more, your clients don’t even...
career paths

Keeping Talent Is Key To Success

Keeping Talent Is Key To SuccessFor many years, dealership fixed operations departments have fought to attract and retain qualified talent. I don’t have to...
turnover rate

Perks and Policies that Drive Retention

Cox Automotive’s Dealership Staffing study pointed out some worrying hiring trends in the auto industry. It found a 40% overall dealership staff turnover rate,...
leasingvideo

Data Indicates Leasing is at an All Time High: What This Trend Means for...

According to the most recent industry data, vehicle leases accounted for 34% of all new car retail sales in March 2019, making it the...
cybersecurity

Do You Have a Cybersecurity Plan at Your Dealership?

Much the same way you build walls and barriers to protect your physical inventory, you should also be concerned about protecting your network and...
tariffs

Trump Administration Suspends Mexico Tariffs Indefinitely

Last week, experts in many industries were quite stressed out over President Donald Trump’s plan to implement tariffs on Mexico if the country did...
LivePerson Automotivevideo

How Angela Krause Family Ford Improved Their Customer Experience and Enhanced Client Communications By...

In this segment, CBT's Jim Fitzpatrick sits down with Darin Wade, dealer partner, and GM at Angela Krause Family Ford. The pair discuss consumer...

How to Increase the Effective Labor Rate of Your Shop

On this week's episode of the Weekly Tune-Up, Almog Veig of David Lewis & Associates talks about how to increase the effective labor rate of...

Responding to Out of Line Objections

On this week's episode of Straight Talk, David Lewis talks about how you can deal with out of line objections by asking the customer...

Don’t Be Like Everyone Else On The Demo Drive

The demo drive is where the customer falls in love with the vehicle. Don't be like everyone else. Let the customer decide where they...

The Four P’s of Every Business

this week's episode of On the Mark, Mark Tewart breaks down the four P's that every type of business should focus on: People, Process,...