Chris McPhillips, fixed ops director at Nissan, Genesis & Hyundai of Cool Springs in Tennessee, started a new protocol for the service departments at his dealerships last year, and it’s already paying off.
Driving the news: McPhillips rolled out a service menu powered by BG Chemicals across his stores in October 2025 with a simple mandate: Always offer everything.
"We believe in 100% of the time for 100% of the services," McPhillips told Daily Dealer Live host Sam D’Arc. "We want the advisor to present that 100% of the time, and then we'd hope that they have the opportunity to close on that 40% of the time."
How it works: The menu ships electronically and offers three choices: minimum, preferred, and best.
Customers can approve add-on work then, before the car even hits the lift.
Doing that means technicians don't have to stop mid-inspection to chase down an advisor about a tire rotation here or an air filter there. This trims the wait time for customers, too.
Each morning, advisors receive a report on their penetration rates, which keeps advisors accountable.
The overall concept drew early resistance, because advisors said they didn’t have time. But McPhillips pushed through it anyway.
He added that once technicians started seeing the results, they got on board fast. "The technicians love a ticket that comes back with menu items sold," McPhillips said.
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By the numbers: Before launching, McPhillips called around to competitors and asked technicians to share their labor time rates to price the menu correctly.
"We chose the labor rate that made the smart, right choice for our store," McPhillips said. "And we start pricing things the right way." So far, so good.
Last month, his service department returned 700 more hours than the same period last year.
And, the menu is now generating $90,000 a month in additional work sold.
What’s next: McPhillips wants to grow his team’s use of MPI videos. His stores already use Xtime to conduct digital inspections with photos, but getting full videos delivered to every guest is the next step.
He said Genesis is actually requiring MPI video compliance through Xtime by July to receive dealer funds.
"That'll be my first focus," McPhillips said. "Getting that store and 100% video before July, and then we'll parlay that into Hyundai, and then into Nissan."
Mobile service is also on the radar for McPhillips.
The takeaway: McPhillips thinks dealers can lose fixed ops customers by not using a service like this.
"The advisors aren't giving the guest options," McPhillips said.
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