From Clipboard to Kiosk: A Modern Fixed Ops Makeover

Episode 23 — Featuring Guest Richard Lupo | 

Most customers expect a modern, seamless experience everywhere they go, so why does the dealership service lane still rely on clipboards and key drops? It’s time to ask whether your service experience reflects the kind of innovation and convenience today’s customers take for granted.

In this episode, sponsored by DriveSure, we talk with Richard Lupo, Fixed Operations Director at Apple Tree Honda and Acura, about how he’s transformed his service department with 24/7 kiosks, media-rich inspections, and full tech integration with Reynolds & Reynolds. Richard shares how these changes are driving customer retention, advisor satisfaction, and increased revenue, plus why building trust, empowering employees, and redefining value are just as important as any tool or tech.

Takeaways from this episode:

• How 24/7 kiosks improve customer convenience, upsells, and advisor efficiency
• Why limiting third-party tools and going all-in with one system can boost consistency
• Practical strategies to turn tire sales into a loyalty builder, not a loss leader
• The cultural impact of building trust and transparency with your team
• How a modern customer experience starts with rethinking value

Resources

Connect with Richard on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel
Apple Tree Honda
Apple Tree Acura