Sean Reyes’ Post

Chief Marketing Officer, Recall Masters

3mo

Look who is on deck for tomorrow's FixedOps UX minicast. None other than Brandon Nixon, Chief Revenue Officer of UpdatePromise. This bonus content is a prequel to our chat about where great retention begins - in the service lane. We'll be tapping into his deep understanding of what consumers expect from servicing at the dealership and how we can overcome the perception that we're "selling" rather than "advising" consumers. #recallmasters #fixedopsux #fixedops #dealership #dealerships #customerexperience #coaching #customerinsights #customerloyalty #customerreview #userexperience #employeeengagement #technicians #mechanics #autodealers #autoindustry #culture #organizationalculture #teambuilding #efficiency #innovation

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Buckle into the fixed OPS UX. Let's get right into it. You can't change the realities that you own a 2011 Honda Civic and stuff is happening to that car manage. It should be, it should be, you know, sent out to pasture. But you know, if we need to work on it, here's what we need to do to help preserve the integrity of that vehicle so that it's safe and reliable for you. And so all I can do is present you with information and you can decide what you want to give you an array of options. I think this is kind of conversations that we need to have as service advisors to really kind of start building and bridging that gap from you're just, you're just going to try to gouge me. And then, yeah. And it's such an anxious moment, right? Your car breaks down and you're like, what? Where do I go? What do I do? I didn't, I didn't. Nobody plans for that in their budget. Now I'm dealing with this. So it's already filled with anxiety. And we need to remember that what I'm hearing you saying is you can shape some of these interactions so that they're more positive. Nature and so it's a win for me as a service advisor, it's a win for the dealership because we're, we're winning over a customer over the long haul. It's a win for the consumer because they're taking care of their vehicle, they're attending to a repair or they're giving their vehicle a little bit more, more life because, you know, these cars are getting older and God knows I don't want to buy a new one because that's expensive. So that's exactly what I was just about to say. The average vehicle on the road. I think they, they just came out with a report about two months ago. It's, it's, it's above 12.6 years. Right. So as vehicles get older, like you said, you, you can't avoid that. There's going to be stuff that's needed to be done, right. But if we can in the service department as an advisor, explain to the customer that, hey, by doing certain things, you're going to extend the life of your vehicle because clearly people are holding on to their vehicles longer. Just like you said, newer vehicles are becoming more and more expensive and less people can afford them. So if you're planning on keeping this vehicle for a long time, here's some areas that I advise that you focus on. Would you help saving you money in the long run because you're getting certain items done now, right? And taking that approach, you become more of a consultant to the customer instead of that salesman to the customer. And so I think the more that we can get that transition into the verbiage of what we're presenting to the customers, we're going to start to help an increase the trust, right? And get rid of that stigma that people have of, oh, don't bring it to a car dealership because they're just gonna, you know, recommend things you don't need to get done.

Automotive Fixed Operations Coach with 35+ years experience • #fixedopscoach

3mo

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Brandon Nixon

Chief Revenue Officer (CRO) at UpdatePromise
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RECALLS! How are you handling recall appointments when parts are not available? Are you putting yourself in the customers shoes and ensuring you are prepared for every appointment that walks through that door? #automotive #recalls #customerexperience #scheduling #fixedoperations

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Can't thank enough Brandon Nixon, CRO at UpdatePromise, for joining me on the FixedOps UX - watch the full episode here - https://lnkd.in/gBYXPwmJ . In this BONUS content, Brandon and I talk about how recall management plays a part in a better customer experience, especially when it comes to parts availability. Where does Brandon and the team at Update Promise get hold of powerful, actionable recall data. Where else - Recall Masters, Inc.! Thank you for the partnership. #recallmasters #fixedopsux #fixedops #dealership #dealerships #customerexperience #coaching #customerinsights #customerloyalty #customerreview #userexperience #employeeengagement #technicians #mechanics #autodealers #autoindustry #culture #organizationalculture #teambuilding #efficiency #innovation

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Sean Reyes

Chief Marketing Officer, Recall Masters
3mo
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Can't thank enough Brandon Nixon, CRO at UpdatePromise, for joining me on the FixedOps UX - watch the full episode here - https://lnkd.in/gBYXPwmJ . In this BONUS content, Brandon and I talk about how recall management plays a part in a better customer experience, especially when it comes to parts availability. Where does Brandon and the team at Update Promise get hold of powerful, actionable recall data. Where else - Recall Masters, Inc.! Thank you for the partnership. #recallmasters #fixedopsux #fixedops #dealership #dealerships #customerexperience #coaching #customerinsights #customerloyalty #customerreview #userexperience #employeeengagement #technicians #mechanics #autodealers #autoindustry #culture #organizationalculture #teambuilding #efficiency #innovation
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Sean Reyes

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Tomorrow on the FixedOps UX, Sandy Cerami joins me to discuss the delicate balance of selling in the service lane without creating friction with the consumer. No one wants to be "sold" to, but we need to help vehicle owners protect their asset by recommending necessary repairs. Sandy shares his blueprint. You won't want to me. Watch archived episodes at https://lnkd.in/gBYXPwmJ . #fixedopsux #fixedops #dealership #dealerships #customerexperience #coaching #customerinsights #customerloyalty #customerreview #userexperience #employeeengagement #technicians #mechanics #autodealers #autoindustry #culture #organizationalculture #teambuilding #efficiency #innovation

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Sandy Cerami

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Sean Reyes

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Bonus Content: Joseph Clementi joined me on the FixedOps UX minicast this week. I really appreciate Joe's fresh and honest take on the fluidity of business and models. Everything's changing all the time. We're not pursuing perfection because the ideal is being redefined before we even get there. Watch the whole minicast here - https://lnkd.in/gBYXPwmJ . #recallmasters #fixedopsux #fixedops #dealership #dealerships #customerexperience #coaching #customerinsights #customerloyalty #customerreview #userexperience #employeeengagement #technicians #mechanics #autodealers #autoindustry #culture #organizationalculture #teambuilding #efficiency #innovation .
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Sean Reyes

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