Fixed Ops Friday – Lupo, Griffis, Kent, Gonzalez | Daily Dealer Live

21 snips

Dec 5, 2025

Guest

Manny Gonzalez

Richard Lupo, Fixed Operations Director at Apple Tree Honda & Acura, dives into innovations like mobile service integration and effective retention strategies. Jamie Kent, Chief Strategy Officer at Overfuel, shares insider tips on enhancing website performance and maximizing digital presence. Manny Gonzalez, Fixed Operations Manager at Ramsey Mazda, emphasizes intentional coaching and effective loaner processes to boost customer satisfaction. Together, they explore the intersection of technology and customer experience in the automotive industry.

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ADVICE

Commit Before You Scale Mobile Service

Commit fully to mobile service before investing in tools or vans.
Monitor KPIs constantly and iterate to keep vans profitable.

INSIGHT

Longer Ownership Demands Lifecycle Completion

Longer ownership cycles increase brand-defection risk after warranty.
Mobile service closes lifecycle gaps and drives dealer retention and repurchase.

ADVICE

Automate Scheduling, Repurpose Your BDC

Use AI and web scheduling to automate simple bookings and free BDC for complex calls.
Keep headcount; repurpose staff toward higher-value customer interactions.

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