As the fixed ops director at Diehl Automotive, overseeing shops at more than 20 dealerships and a dozen body shops in the growing group, Matthew Whittenberger has put in place standards to raise performance and retain customers.
While sharing strategies, including maintaining a 70% rate on MPIs and matching prices on tires, Whittenberger explained it all starts with building the right team during his Daily Dealer Live “Fixed Ops Friday” segment with host Sam D’Arc.
Driving the news: Diehl Automotive, with stores in Ohio and Pennsylvania, recently added Toyota, Volkswagen, and Chevrolet dealerships to its ranks.
Whittenberger shared that when adding stores, the group switches them to its DMS and all software.
And they work to integrate the current staff.
Focused on employees: Whittenberger acknowledged one of the challenges in growing is being offered new solutions from multiple vendors.
But his focus remains on the internal structure and making sure the “right people are in the right seats.”
“I think where a lot more money can be made is asking the question of who doesn’t belong on this team and who does,” he explained. “I think, in my experience, I’ve had so many more wins by personnel than a product or a process.”
Whittenberger added that personnel decisions include knowing when to move on from a person after coaching doesn’t work, stating, “The only thing worse than an employee quitting and leaving is an employee that quits and stays.”
Employee engagement: Earlier this year, Diehl Automotive launched an anonymous engagement survey for its employees.
“We had some opportunities to work on, and we did. I think we’re going to continue that employee engagement survey,” he said.
Big MPI push: Across all service departments, Diehl has made a big effort to boost MPI use, with a non-negotiable standard of 70%.
In making the push, Whittenberger shares the positive customer feedback on the videos with service managers, service writers, and technicians.
“A lot of positive reinforcement from taking those surveys out to the shop to show the technicians how much the customers appreciate that,” Whittenberger said.
Quality over quantity: While 70% is the standard, Whittenberger noted that it is more about the quality of the videos over the penetration.
He even believes in calling out a good video with his staff for positive reinforcement.
“When you’re doing a shop huddle, grab the team and show them what a great video looks like and hand the technician 100 bucks,” Whittenberger said.
Tackling affordability: With more aging vehicles hitting the service lane as customers try to stretch vehicles’ lives, Whittenberger acknowledged that affordability is an issue.
That’s why he said they lean into financing where possible.
“We understand that everyone’s clinching a little bit tighter to their wallets and purses, and it’s a tough time right now,” Whittenberger said. “We go right into when we’re showing the customer what they need for their vehicle, there’s another option for you that you don’t have to pay for it today. You can spread it out.”
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Retaining customers: Like many groups, Diehl is working on retaining customers and preventing repair orders from slipping further.
More specifically, Whittenberger has launched an initiative allowing his service directors and managers to accept same-day appointments for express service by the end of the month.
He’s also looking to extend hours, noting, “We know 7 [a.m.] to 5 p.m. is not going to work.”
Diehl is also offering mobile service and looking to increase appointment capacity.
Additionally, Whittenberger said they have “drastically” dropped the price of tires and provide a best price guarantee, matching the prices of competitors.
Bottom line: As the Diehl group grows, Whittenberger emphasizes setting the right standards and providing positive reinforcement to his team. But he’s quick to point out that the status quo will not help with retaining customers, and they must adapt their hours and strategies.
“It comes down to the customers’ wants right now. They want it today. They don’t want to be scheduled for five days from now,” he said. “They want to get in now for their oil change. Everything’s now.”
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