In this KPI Cafe, Ken Mauldin, Corporate Fixed Operations Director for Purdy Group USA,  offers up insights about the small change that he and his team made that created big results for the dealership: more trade-ins from the service department. 

He explains the balance of data analysis and observation that lead to a verbiage change in one of the questions consumers were asked to answer that now generates a reliable and consistent source of used inventory. The question, however, is just a cog in an entire framework and process that makes it all work.

Here's what you can expect:

Opening Comments and Context

What's Going on in Auto? w/ Dave Spannhake

Disclaimer About Audio!

Kicking Off the Interview w/ Ken Mauldin

Ken's Origin Story

Details and Trends to Watch in Fixed Ops Reports

• 3 Primary Trends
• Reversed Focus
• Time and Expectations

The Change to Get more Trades

• "Inspect What You Expect"
• Brainstorm from Observation
• The Process
• 10% Goal: 15% Reality

Kiosk Process

• Concierge
• It's All About Time
• Uniformity

Other Impacts of Using Service for Trade-Ins

• Familiarity
• Sales-Service Synergy

Closing Tips for Fixed Ops Directors

• Listen! 

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