Bobby Perkins started at Lexus of Montgomery and Toyota of Montgomery eight months ago and immediately saw the stores set records in the service department for the past five months in a row.
The fixed operations director, with more than 30 years of experience, Perkins told Sam D’Arc during an appearance on Daily Dealer Live that it was a team effort delivered through high expectations, measurables, and accountability.
“Very proud of the people that work here and what we’ve accomplished,” Perkins said. “We’ve poured a ton of effort and time just trying to do everything we possibly can to sustain some growth and keep our trajectory where it is.”
Driving the news: In arriving at the stores, Perkins knew there was potential, but work was needed to produce results.
That started with personnel, and “just getting the right people on the bus,” Perkins noted.
When bringing people, careful attention is given to creating the right culture and establishing expectations with measurables and accountability.
“People obviously will follow you as long as they know how much you care…Once they figure out that you really care about them and you want to be successful and you got a vision for their growth and for the business, they’ll fall in line,” Perkins said.
Making video MPI a habit: Both stores have elevated their use of video MPIs to a 95% delivery rate, using the Reynolds and Reynolds DMS.
Through managers setting accountability standards, the dealerships have maintained the 95% rate for eight months.
It’s now a job line on the ticket, making it a standard practice for technicians.
Perkins noted the staff bought in on the MPI use after being shown the right way to do them as a voice-over recording and then the return on investment.
“We’ve got guys who actually enjoy doing these things…You do it 20 times, it becomes habit,” Perkins said.
Extra effort: Perkins noted their open rate of the MPIs is 75%.
Acknowledging that not everyone is tied to their phones, he encourages chasing the MPI with a phone call to the customer.
“We have to go the extra mile,” Perkins said.
Growing social media: Perkins said they are working to produce content on their service department, with videos with the managers and technicians.
He is also working on a video to welcome new buyers to the service drive.
Additionally, there will be videos to guide customers through checking their oil.
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Bottom line: Working in fixed ops for Toyota brands, Perkins said it’s not just oil changes and rotating tires.
“They are the best cars on the road, but we still have an opportunity to do repairs every once in a while,” Perkins said.
He also points out that a successful shop is built on the people who will follow as long as they know you care.
“You got to get the buy-in…People will follow you as long as they know how much you care — then they'll understand how much you know after that," Perkins said.
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