As customers hold onto their vehicles longer, there’s a surge in cars entering the service lane. In this episode of Inside Automotive, we delve into the current challenges facing fixed ops. Joining us is Ed Roberts, Chief Operations Officer at Bozard Ford Lincoln and Author of Mile One, providing insights into the current dynamics of fixed ops in the automotive industry.
Key Takeaways
1. Roberts highlights Bozard Ford Lincoln’s vast potential with 105 technicians and ten mobile trucks, emphasizing limitless opportunities. He underscores the importance of service departments adopting creativity and efficiency to unlock unprecedented possibilities.
2. Addressing industry challenges, Bozard Ford Lincoln employs a strategy of staggered two-person teams, enhancing efficiency in handling pain points. Failure to meet customer demands is identified as a significant challenge, and the dealership acknowledges the urgency to meet these demands to prevent losing customers to competitors.
3. In discussing 2024 trends, Roberts points out the rise in recalls and how Bozard Ford Lincoln aims to navigate this surge efficiently. By decluttering the shop and prioritizing impactful recalls, the dealership is preparing to provide enhanced service to both the dealership and the customer.
4. While the auto industry has faced a persistent technician shortage for over three decades, Bozard Ford Lincoln stands out with a robust training program offering a clear career path within the dealership. Notably, 65% of their current technicians are millennials or younger, defying the conventional trend in the technical space, as highlighted by Roberts.
5. Furthermore, despite the industry slowdown, Bozard Ford Lincoln actively promotes EVs, providing an opportunity to attract diverse technicians. By broadening their focus, the dealership can appeal to tech-savvy individuals who may find a passion for working on EVs.
6. As Roberts emphasizes, the dealership prioritizes cultivating a positive culture daily. While a few individuals may not align with the store’s values, the results speak for themselves, with only a 2% turnover rate in 2022, reflecting the success of their cultural approach.
"If we provide our staff with the right career path, they'll chase the career path rather than the next position." Ed Roberts
