From Clipboard to Kiosk: A Modern Fixed Ops Makeover

Visit the Retention Roadmap Website: https://drivesure.com/podcast/

Most customers expect a modern, seamless experience everywhere they go, so why does the dealership service lane still rely on clipboards and key drops? It’s time to ask whether your service experience reflects the kind of innovation and convenience today’s customers take for granted.

In this episode, sponsored by DriveSure, we talk with Richard Lupo, Fixed Operations Director at Apple Tree Honda and Acura, about how he’s transformed his service department with 24/7 kiosks, media-rich inspections, and full tech integration with Reynolds & Reynolds.

Richard shares how these changes are driving customer retention, advisor satisfaction, and increased revenue, plus why building trust, empowering employees, and redefining value are just as important as any tool or tech.

What we discuss in the episode:

How 24/7 kiosks improve customer convenience, upsells, and advisor efficiency
Why limiting third-party tools and going all-in with one system can boost consistency
Practical strategies to turn tire sales into a loyalty builder, not a loss leader
The cultural impact of building trust and transparency with your team
How a modern customer experience starts with rethinking value

Jump to a specific topic:
00:00 - Introduction
01:55 - The Role of Technology in the Service Department
07:19 - How Customer Appointments Work with Kiosks
10:51 - Adding Value for Every Customer
14:15 - Tactics for Raising Tire Awareness
16:38 - Key Components to Building a Strong Dealership Culture
21:05 - A Roadmap to Navigating Disaster
25:05 - Connect with Richard
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💻 Resources from this Episode:
Apple Tree Honda: https://www.honda.appletreeautomobile...

Apple Tree Acura: https://www.acura.appletreeautomobile...
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📲 Social Media:
• Connect with Bill on LinkedIn:   / billspringerdrivesure  
• Connect with Richard on LinkedIn:
  / richard-lupo-307ab330  
• Follow Retention Roadmap on LinkedIn:   / retention-roadmap  

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