Description

In this Episode I had a conversation with Ed Roberts & Tony Owens. Ed Roberts, a Jacksonville native, began his time in the automotive world as an Apprentice. Since that time, his career has stretched to positions including Master Technician, Shop Foreman, Technical Service Engineer for Ford, Store Manager, Service Manager, Fixed Operations Director and is currently the Chief Operations Officer at Bozard Ford Lincoln in St. Augustine, Florida. Over his 30-year career he has spent some time with Toyota Dealerships and Ford Motor Company, with the majority of his career within Ford stores. Over the years, Ed has been recognized multiple times for his leadership, innovations, and achievements in Fixed Operations. Most recently he was named as one of thirty Automotive News Allstars for 2020.

Tony Owens has been in the automotive business his entire working life. highly trained, experienced, and effective in customer interaction and customer resolution, repair shop utilization, technician proficiency and efficiency, warranty administration, parts inventory management, team building and employee relations.

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What we discuss in this episode:

In this discussion, the speakers talk about the importance of culture in a dealership and how it impacts employee retention and attracting new hires. A strong culture leads to high levels of customer satisfaction and a sense of community within the team. The speakers emphasize the importance of character, chemistry, and competency when hiring new employees, and the value of a teachable attitude. They also discuss the importance of setting the tone for the team, including making time for others and having a positive attitude.

A few take away key points from the episode

1. The first sign discussed is that people stay at the dealership. A strong culture leads to high employee retention, as people feel appreciated and like they are part of the team.
2. The second sign is that there is a strong mentorship program in place. Ed and Tony have a mentorship together, and both believe in the importance of learning from others in the industry.
3. The third sign is that the dealership has a strong reputation, with customers traveling long distances to do business with them.
4. The fourth sign is that there is a focus on customer service, with a good culture leading to high levels of customer satisfaction.
5. Finally, the fifth sign is a sense of community within the dealership, with employees feeling like they are part of something bigger than themselves.

Overall, a strong culture is key to the success of a dealership and can be achieved through strategic planning, empowering employees, and focusing on the right values.

Listen to the episode featuring Ed Roberts & Tony Owens for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Ed Roberts & Tony Owens

Connect with Ted Ings and the Fixed Ops Roundtable:

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2. Ted Ings on LinkedIn
3. Center for Performance Improvement