Car Dealership Guy Podcast Classic Cadillac on Hospitality in Service Lane, Benzel-Busch on Luxury Fixed | Daily Dealer Live
Aug 4, 2025
Chuck Turck, Fixed Ops Director at Classic Cadillac and Subaru, and David Cerqueira, Service Director at Benzel-Busch Motor Car, dive into the art of enhancing customer experience in automotive service. They discuss innovative practices like video inspections that build trust and transparency. The pair explore the importance of technology in modern dealerships and share strategies for improving engagement through personalized service. Additionally, they tackle challenges like tariff impacts on U.S. automakers, emphasizing proactive and creative solutions for success.
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Prioritize Customer Transparency
- Always prioritize transparent communication with customers in fixed ops.
- Fix issues immediately and never give customers a reason to choose another dealer.
Use Video MPIs for Trust
- Implement video Multi-Point Inspections (MPIs) to build customer trust.
- Use videos to clearly explain needed repairs, boosting transparency and approval rates.
Incentivize Video MPI Creation
- Compensate technicians for creating video MPIs to encourage adoption.
- Provide a base pay per video and additional pay for upsells from videos.