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.
technology

Successfully Implementing Technology in the Service Department

During This challenging time in our industry I have noticed something strangely wonderful happening in the midst of this implosion. Of course, this is over-generalizing the issue, but when it comes to process execution in the service department, it seems…
service

Must-Do Tasks for Service Advisors in Challenging Times

Talented help has been in short supply in the automotive dealership fixed operations realm for decades. Key roles such as parts managers, parts clerks, service advisors, service technicians - just about every single fixed ops position is typically ‘always hiring’.…
service

The Power of 4DX in the Service Department!

Working with Service Departments has allowed me to be exposed to many different strategies, techniques, processes as well as the latest technologies, software and tools, all with the same basic function; to advance the companies goals of client satisfaction and…
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 and keeping excellent quality techs has been as elusive as a rainstorm in the middle of…
the process

The Process of Creating a Great Process

Processes are the core tools for business. In order to become and remain successful and competitive, Dealership Service Departments must continuously improve their processes. Failure to do so is likely to result in higher costs, lower revenues, less motivated employees…
customer

Don’t Ask, Tell Them What Services They Need

As a service advisor our job is to fulfill our customer’s main reason for visiting the dealership, right? You may feel customers who come into your shop are just trying to get the one thing they came in for and…
analysis paralysis

Service Department Analysis Paralysis: How to Make a Decision and Move Forward

Service operations generate mountains of data associated with the performance of the department. Leaders can and do devote a lengthy amount of time and energy simply compiling accurate and relative data, never mind analyzing what it means. Once the data…
employee improvement

Creating Excellent Employees with Employee Improvement Plans

We all know the foundation for a great Service, Parts or Body Shop department or any venture really, is great employees. But if you are reading this, you’re a Parts, Service, Body Shop manager or other dealership manager who already…
performance

Where Performance is Measured and Reported, Performance Improves!

In any arena, business or sport, top performers are identified through constant, ongoing performance evaluations. If you can’t evaluate their performance, then how can you identify their status as a top performer? Service advisors are no different, in the fast-paced…

Try Performing A Basic Service Inspection Immediately, Then Prioritizing Work Your Customer Needs

Every customer who pulls into your service department deserves to know the overall condition of their vehicle, each time he or she visits. As a matter of safety, a check of the vehicle’s critical operating systems can give a customer…
automation

Why automation is a crucial tool in today’s auto industry

In today’s fast-paced world, customers expect personalized communication that speaks to their specific needs and grabs their attention. This expectation increases the number of meaningful touches needed between a customer and a sales representative. With a smaller team, how can…
online

Moving marketing to an increasingly online environment

Apple’s fall product launch for the new iPad and Apple Watch moved online in 2020, and Nike launched a line of activewear in September digitally. For far-reaching product launches, global industry leaders have had to adjust their strategies to unveil…
Erin Kerriganvideo

Erin Kerrigan discusses findings from the Kerrigan Advisors Q2 Blue Sky Report

Kerrigan Advisors recently released their Blue Sky Report that covers the overall buy-sell market and M&A activity in the auto retail industry through the second quarter of 2020. On today’s show, we’re pleased to welcome back Erin Kerrigan, founder and…
digital payments

Vaccines and digital payments pave the way for car buyers to return to normal

For commerce to return to normal, much is riding on the development of a vaccine and digital payments. The "How We Shop" report by PYMTS.com sheds light on what consumers are thinking about as they change their shopping routines. In…
neutral

Major auto industry players aim to be carbon neutral

Emphasizing the commitment to developing green transportation and processes, several carmakers are announcing plans to move toward a carbon neutral position in manufacturing. While it isn’t a new strategy to reduce emissions and greenhouse gases for some of the largest…

Modifying your dealership’s sales approach through COVID-19

Over the last six months, David Lewis has talked with hundreds of dealership personnel. The majority seem to be in agreement that the changes currently being made to the sales process will be around for a long time. On this…

Auto ventures capitalize on stock market strength to push through acquisitions...

Welcome to another edition of The Friday 5 with Steve Greenfield, Founder and CEO of Automotive Ventures, an auto technology advisory firm that helps entrepreneurs raise money and maximize the value of their companies. In this episode, Greenfield takes a…

The role diversity plays in your dealership’s customer communications

Welcome back to Diversity in Automotive brought to you by TrueCar and CarNow. As you look across your customer base, there are several moving parts of communications that everyone has to get right. Externally, dealers have to represent the franchise…

Conducting customer interviews online to discuss F&I options

It’s time to face a new reality. Offsite deliveries aren’t going anywhere anytime soon. COVID-19 has forever changed the way car dealers do business, quite possibly forever if not for the foreseeable future. In growing numbers, more dealers performing offsite…