EPISODE 23
From Clipboard to Kiosk: A Modern Fixed Ops Makeover
Featuring Guest Richard Lupo
Episode Description
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
BILL SPRINGER
and president of Krex Inc.
Richard Lupo
Fixed Operations Director
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Convenience Has Changed the Fixed Ops Playbook
Customers are no longer comparing your service drive only to the dealership across town. They’re comparing it to every fast, convenient, transparent experience they have elsewhere. Many dealerships may not realize how quickly that standard is rising. Keeping up means choosing technology and service models that fit your customers rather than adopting every new tool the same way.
Moving Beyond the Discount
A discount may win today’s repair order, but what brings that customer back for the next one? As service prices rise and customers become more price-sensitive, dealerships need to separate the offers that close a transaction from the strategies that build an actual habit.
The Trust Gap Hiding in Your Multi-Point Inspections
Most dealerships say they want to build trust in the service lane, but too many are sitting on one of the simplest tools for doing exactly that. Video inspections don’t just explain recommended work. They help customers see what you see, and that visibility can be the difference between hesitation and approval.