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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How to Become Your Customer’s First Call for Tires
Only about one-third of dealership service customers bought their last set of tires from the dealership. That’s not just a missed tire sale. Once a customer heads somewhere else for tires, that shop gets a shot at the rotations, alignments, brakes, maintenance, and repair work that comes next.
Turning Service Visits Into Future Vehicle Sales
Your next vehicle sale may already be sitting in the service drive. Yet while one-third of customers say they would be open to a sales conversation during a service visit, only 14% report that anyone actually starts one. The opportunity is not to pitch every customer who pulls into the lane. It’s to build a defined process that helps sales and service identify the right customers, start relevant conversations, and keep the relationship moving through the entire ownership cycle.
The Three Habits Behind High Service Retention
A dealership can deliver a great service visit and still lose the customer the next time around. That’s because retention isn’t won through one strong offer, one new tool, or even one memorable experience. Retention is built by making every part of the customer journey reinforce the next.