4 Fixed Ops Processes that Produce High-Impact Outcomes

When it comes to fixed operations, numbers are everything. The more vehicles you can service, the more profit you can make. The challenge, however, is balancing a high-producing team with excellent customer experience.

In this on-demand webinar originally hosted on Automotive News, Jordan Patterson and Judson Jones from Car Wars will join Tully Williams, Service and Parts Director at The Niello Company, to discuss how the latter achieves fixed ops success. An innovator in fixed operations space, Williams will explain why he monitors every aspect of his Service Department and how zeroing in on the numbers and setting transparent goals leads to success. Williams will share his crucial steps to fostering a Service Department that prioritizes accountability, puts customer experience first, innovates for success and, most importantly, celebrates team wins.

In less than an hour, you'll walk away knowing:

The technology that helps The Niello Company achieve record acceptance rates in Service.
Why receiving fewer calls in your Service Department can actually be a positive indicator.
Four actionable tips you can implement right away to boost your department's efficiency.
Proven processes and corresponding benchmarks that will help your Service Managers maintain a competitive edge.
Why leaders in fixed operations are using the phone to enhance the customer experience.

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Jordan has spent the past eight years at Car Wars helping dealers, across the country, improve their bottom line with better phone processes. He received his undergraduate at Dallas Baptist University where he met and married his wife, Kaitlin. They have two boys, Davis & Silas. He continues to passionately address the status quo of dealership phone handling and helps automotive leaders achieve the results they really want.

Judson works with and manages some of our top dealer organizations to increase their bottom line through enhancing phone handling and converting more opportunities. He loves building relationships and working with dealers who are passionate about creating a winning culture.

Tully was born in San Jose, California. He graduated from George Whittell High School in State Line Nevada.

Tully began his automotive career in the General Motors Automotive Service Educational Program (ASEP) at De Anza College. Upon graduation, he started working for a General Motors dealership in Fremont, CA. From there, he opened and ran his own business specializing in automotive repair and towing. After 13 successful years, Tully sold the business and returned to the dealership world where he worked as a Service Manager and Fixed Operations Director helping to open a new large Chevrolet Dealership in San Jose, CA which he ran for 9 years.

In 2011, Tully joined the Del Grande Dealer Group as their Fixed Operations Director. During that time, Tully implemented the Xtime scheduler, tablet, marketing, inspection and menu systems for each of their 14 dealerships. He had continuous double-digit growth in the Fixed Operations Department and created multiple reporting systems to track and monitor progress at each dealership.

Most recently, Tully joined The Niello Company as Service and Parts Director where he oversees the operation for the region's largest privately held automotive dealer group consisting of 10 roof tops and 9 luxury brands including Acura, Audi, BMW, Jaguar, Land Rover, MINI, Porsche, Volkswagen and Volvo.

Tully's passionate leadership style encourages team members to stay informed and strive for excellence to constantly improve and achieve their goals.

Tully has been a featured speaker on the topic of Service and Parts at the AADA show in Australia and at the Cars.com Annual Summit and All the Fixed Ops Round Tables. He has appeared on CBT and been quoted in 2 Fixed Operations books, Fast Lane and Fast Break by Jim Roche. Tully also was recently a panel speaker at the Automotive News Service & Parts Forum and a NADA Presenter on Fixed Ops Customer Experience.

Tully and his wife Becky of 30 years, recently moved from San Jose to Roseville, CA and have two grown children. They enjoy community service and traveling/camping around the United States.