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Today I’m joined by Ed Roberts, COO at Bozard Ford Lincoln. We discuss how Ed scaled a team of 165 technicians from scratch, the strategies behind his world-class service lane, his unlikely entry into dealerships nearly 30 years ago and much more.

This episode is brought to you by:

1. Cox Automotive - Discover what’s driving improved customer experiences—and dealership results. Download the Drivers of Shopper Satisfaction ebook from Cox Automotive today: https://carguymedia.com/464vOfw

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3. Nomad Content Studio - Most dealers still fumble social—posting dry inventory pics or handing it off without a plan. Meanwhile, the store down the street is racking up millions of views and selling / buying cars using video. That’s where Nomad Content Studio comes in. We train your own videographer, direct what to shoot, and handle strategy, to posting, to feedback. Want in with the team behind George Saliba, EV Auto, and top auto groups? Book a call at http://www.trynomad.co

Get your own copy of Ed Roberts book "Mile One: An Endless Journey to Effective Leadership" here: https://a.co/d/iC7TKZd or visit his website at https://mileoneleadership.com/

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Topics:

00:41 Why is culture so important?

03:30 How did Ed achieve success?

06:11 Overcoming homelessness: key lessons?

12:51 Building a strong team how?

18:30 Most effective training programs?

33:24 Benefits of mobile service?

34:47 Improving technician communication skills?

40:03 Do recalls help retention?

54:07 Best continuous improvement strategies?

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