Service Director Manny Escalon on Customer Retention During the Pandemic

service director

Dealership service departments around the nation are adjusting to the ‘new normal’ in a post COVID-19 world. But what exactly does this mean? We spoke with fixed-ops expert Manny Escalon about the current state of service departments, and the best practices to ensure a high rate of customer acquisition and retention. Manny is the service director for Beck & Masten Buick GMC South in Houston, Texas.

In this segment, Manny and CBT anchor Jim Fitzpatrick discuss how his service department has fared throughout COVID-19, and the changes he and his team have adopted in light of the pandemic. They also tackle the issues facing the service department in terms of customer service and retention. Recruiting auto technicians and reducing turnover was also a topic of interest, as well as incorporating fixed operations into the dealership’s overall digital strategy.

For over 10 years, Manny Escalon has been the service director for Beck & Masten Buick-GMC South, where his department averages 2,400 ROs per month. Family owned and operated in the Houston Area for over 30 years, Beck & Masten Buick-GMC South continues to be one of the top GMC dealers in the entire state of Texas.

Did you enjoy this interview with Manny Escalon? Please share your thoughts, comments, or questions regarding this topic with host Jim Fitzpatrick at

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