Fixed Ops Friday – Lupo, Griffis, Kent, Gonzalez | Daily Dealer Live

30 snips

Dec 5, 2025

Guest

Manny Gonzalez

Richard Lupo, Fixed Operations Director at Apple Tree Honda & Acura, dives into innovations like mobile service integration and effective retention strategies. Jamie Kent, Chief Strategy Officer at Overfuel, shares insider tips on enhancing website performance and maximizing digital presence. Manny Gonzalez, Fixed Operations Manager at Ramsey Mazda, emphasizes intentional coaching and effective loaner processes to boost customer satisfaction. Together, they explore the intersection of technology and customer experience in the automotive industry.

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ANECDOTE

Tech's Accidental Engine Overhaul Videos

A technician accidentally sent step-by-step overhaul videos directly to a customer.
The customer loved the transparency and it strengthened trust and satisfaction.

INSIGHT

Vendors Chase Leads; Dealers Need Net Impact

Vendors optimize for their own KPIs (leads), not the dealer's net effect.
Dealers must evaluate the aggregate impact of tools, not each provider's isolated metrics.

ADVICE

Choose Partners Who Actually Partner

Pick partners who collaborate with your website provider and digital tools.
Prioritize vendors open to integration and shared testing over siloed solutions.

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