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Jeremy Reardon – Service Production Manager at Westside Lexus
Recruiting technicians from local high schools and colleges.
The Problem: Technician shortages.
Results: The culture in our service department has totally changed, and the support our experienced techs are able to give to the next generation is amazing. New technicians are rotated through the shop to work with other teams, leads, and advisors, and they’re encouraged to build their own brand/way of working on a vehicle. Currently, 68% of our 62 technicians have been grown from within. Change is typically difficult to implement, but after seeing the benefits of our recruiting program, everyone seems excited for the next rotation and to learn the next thing!
Jeremy’s $5,000 donation will be split with half going to the Cypress-Fairbanks Independent School District in Cypress, Texas, and half going to the Miller Career & Technology Center in Katy, Texas.
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James Dieli – Warranty Administrator at Beau Townsend Ford Lincoln
Going paperless in service.
The Problem: Giving customers a modern retail experience without the environmental impact of a traditional paper process.
Results: In a two year period, we have transitioned to a full paperless service department, and we’re quickly on our way towards paperless sales. The transition has been instrumental in a nearly 100% increase in labor sales. We’ve seen a drastic decrease in paper and toner cost, as well as lower levels of stress on our team. Paperless dispatching has removed several points of contention we had previously about work distribution. We’re able to completely control our schedule using our shop capacity, we are rarely overbooked. With the time we’ve been able to save, we’re able to focus on other areas where we can improve our performance.
James’ $5,000 donation will go to The WaterWheel Foundation, a non-profit organization that supports various environmental, social, and charitable effort.
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Justin Rash – F&I Manager at Beau Townsend Ford Lincoln
Creating a completely paperless finance and sales process.
The Problem: Messy paperwork in variable ops – forms that print incorrectly and little clarity on what happens to that information as it makes its way to other departments.
Results: We began the process of reworking internal dealership processes to focus on automated and paperless systems. We focused on how everything would make it to the digital deal jacket, and the most foundational change we made was having the best e-forms library possible. This is important because forms that don’t originate from the e-forms library will have to be scanned into the deal jacket. Our F&I team no longer has to worry about incorrect forms or knowing workarounds to get them to print correctly. They’re spending less time fighting forms and more time selling. Our accounting and title office is getting correctly filled out title forms, meaning they spend less time re-working and re-signing contracts. This gives them more time to focus on getting customers their titles fast. We used to quote up to 45 days for our clients to get their titles, now they’re getting them in two weeks or less. And our clients aren’t being asked to re-sign incorrect paperwork, so it’s a smoother transaction overall.
Justin’s $5,000 donation will go to the Maria Stein Shrine of the Holy Relics, a historical building and museum in Maria Stein, Ohio.
