{"id":2348,"date":"2025-02-03T23:57:37","date_gmt":"2025-02-03T23:57:37","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?post_type=tvi_insight&p=2348"},"modified":"2025-02-04T00:32:58","modified_gmt":"2025-02-04T00:32:58","slug":"the-fixed-ops-assassin-strikes-again","status":"publish","type":"tvi_insight","link":"https:\/\/www.tvi-mp3.com\/blog\/insights\/the-fixed-ops-assassin-strikes-again\/","title":{"rendered":"The Fixed Ops Assassin Strikes Again: Joe Sassin on Transforming Service Departments"},"content":{"rendered":"\n

The automotive industry has long emphasized training for sales teams, ensuring they have the tools and techniques to close deals and drive revenue. But what about the service drive? According to Joe Sassin, owner of BCJS Enterprises<\/a>, the lack of consistent training for service advisors and managers is one of the biggest opportunities\u2014and challenges\u2014facing dealerships today.<\/p>\n\n\n\n

At NADA Show 2025, Robert Morris of TVI MarketPro3 sat down with Sassin, known in the industry as the “Fixed Ops Assassin,” to discuss the state of fixed operations, the crucial role of service advisors, and how BCJS Enterprises is helping dealerships maximize their service potential.<\/p>\n\n\n\n

Bridging the Gap Between Marketing and Service Performance<\/strong><\/h3>\n\n\n\n

One of the most common frustrations in the industry is that dealerships invest in marketing to drive customers into the service lane but don\u2019t always see a significant lift in revenue. \u201cThe number one reason that we don\u2019t see a lift in business,\u201d Sassin explained, \u201cis because we\u2019re not training.\u201d<\/p>\n\n\n\n

\"The<\/figure>\n\n\n\n

Morris echoed this concern, pointing out that marketing can bring in customers, but if the service team isn\u2019t equipped to handle them properly, the program’s success can be undermined. Instead of blaming the marketing efforts, Sassin believes the industry needs to focus on equipping service advisors with the same level of training (or better) that sales teams receive.<\/p>\n\n\n\n

Why Service Advisors Need Sales Training<\/strong><\/h3>\n\n\n\n

Sassin highlighted a major discrepancy in dealership training approaches: Dealerships train their sales teams almost daily, but they rarely consistently train their service advisors.<\/p>\n\n\n\n

This lack of training is a fundamental flaw in the industry. Service advisors often see 15 to 25 customers per day\u2014far more than the average salesperson\u2014yet they rarely have the tools and techniques to effectively sell service and repairs. Service advisors sell parts and service just like salespeople sell cars, \u201cbut we’ve never taught the service advisors [it\u2019s] the same road as selling a car where you’re selling parts and service to the customer,\u201d Sassin said. \u201cThey always try to sell from their own pocket. They’re uncomfortable telling somebody they need $3,000 for the work on the vehicle.\u201d<\/p>\n\n\n\n

BCJS Enterprises\u2019 Hands-On Training Approach<\/strong><\/h3>\n\n\n\n

BCJS Enterprises tackles this issue head-on by offering hands-on, in-lane training for service advisors. Unlike traditional classroom training, BCJS focuses on real-world interactions, coaching advisors on how to overcome objections, build value, and confidently present necessary repairs. Sassin\u2019s team does very little classroom training. \u201cWe do hip-to-hip training right on the service lane,\u201d Sassin explained.<\/p>\n\n\n\n