How a No-Cost Fixed Ops Conversation Turned Into Measurable Business Growth

Initially, there was some uncertainty about the cost of a consulting engagement and whether it would ultimately be a good investment for the store. The dealership wanted to improve the service department without overcomplicating operations or losing the relationship-focused customer experience that mattered most to the business.

What began as a no-obligations consultation with a JM&A Group consultant quickly uncovered broader opportunities to improve communication, pricing strategies and overall service drive performance. The dealership appreciated the hands-on approach our team would provide and immediately agreed to partner.

IDENTIFYING THE OPPORTUNITY

Why Beck & Beck Buick GMC Needed a New Approach to Fixed Operations

When the dealership was acquired, many Fixed Operations processes had remained unchanged for years. This created opportunities to modernize pricing structures, service lane consistency and management's visibility into operations.

At the same time, preserving the dealership’s customer-first culture and community reputation remained a priority.

As General Manager Grayson Beck explained, the goal was to move away from a purely transactional service experience and create stronger customer connections throughout the visit.

MODERNIZING THE SERVICE EXPERIENCE

How Technology Helped Improve Customer Communication in the Service Lane

One of the most impactful enhancements involved introducing video multi-point inspections (VMPI) and texting capabilities to communicate with customers.

Prior to the engagement, communication throughout the repair process was limited. Advisors would complete the write-up; customers would wait in the lounge, and updates during the visit were often minimal.

By implementing VMPI, texting and more proactive communication processes, the dealership created a more engaging customer experience.

Customers were now able to:

• Receive videos explaining vehicle conditions
• Better understand recommended repairs
• Communicate directly with advisors through texting
• Stay informed throughout the repair process

The JM&A Group team assisted with training and implementation to help advisors adopt the new technologies and communication processes successfully. As Grayson emphasized, "The customers are happier, and they know what's going on."

DRIVING MEASURABLE RESULTS

Higher Repair Order Value and Stronger Advisor Performance

In addition to customer communication improvements, the consulting engagement with JM&A Group helped strengthen operational areas that had remained largely unchanged for years.

As new processes and communication tools were implemented, the dealership began seeing measurable improvements across the service department.

Leadership noted stronger advisor execution, improved customer engagement throughout the repair process and increased repair order value following the rollout of video MPI and texting capabilities.

At one point during the engagement, dealership leadership noted the store was tracking near $500 per repair order.

The results described reflect the experience of this specific dealer in this case study. Individual results will vary and are not guaranteed. 

A PARTNERSHIP FOCUSED APPROACH

Why Beck & Beck Buick GMC Continues to Partner with JM&A Group

As new service lane procedures and communication tools were introduced, our team remained closely involved with dealership leadership and employees. Questions were addressed quickly, communication was consistent and support continued even outside of scheduled in-store visits.

Rather than feeling like a short-term consulting project, the relationship became a collaborative effort focused on improving the experience for both customers and employees.