{"id":2351,"date":"2025-02-04T00:18:39","date_gmt":"2025-02-04T00:18:39","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?post_type=tvi_insight&p=2351"},"modified":"2025-02-04T00:18:40","modified_gmt":"2025-02-04T00:18:40","slug":"navigating-fixed-ops-challenges-insights-from-ron-blum-at-nada-show-2025","status":"publish","type":"tvi_insight","link":"https:\/\/www.tvi-mp3.com\/blog\/insights\/navigating-fixed-ops-challenges-insights-from-ron-blum-at-nada-show-2025\/","title":{"rendered":"Navigating Fixed Ops Challenges: Insights from Ron Blum at NADA Show 2025"},"content":{"rendered":"\n

At this year\u2019s NADA Show, Scott Kelford of TVI MarketPro3 sat down with Ron Blum<\/a>, Platform Manager at McGrath Auto Group, to discuss the evolving challenges in the automotive fixed operations space and how dealers can stay ahead in a post-COVID world.<\/p>\n\n\n\n

The Post-COVID Shift in Customer Behavior<\/strong><\/h3>\n\n\n\n

According to Blum, one of the biggest challenges facing dealerships today is the shifting mindset of consumers. Retention has become increasingly difficult as customers\u2019 lifestyles and priorities have changed. In the wake of COVID-era supply chain issues, many customers are keeping their vehicles longer\u2014on average, 12 years\u2014which means service retention beyond the initial five- or six-year period is more critical than ever.<\/p>\n\n\n\n

\"Navigating<\/figure>\n\n\n\n

To address this, McGrath Auto Group is focusing on creating a comprehensive service experience that meets all customer needs in one place. Whether it\u2019s vehicle reconditioning, routine maintenance, or purchasing a new car, the goal is to be a one-stop shop. A key factor in their success has been their strategic marketing partnership with TVI MarketPro3, ensuring that communication with customers remains consistent and engaging.<\/p>\n\n\n\n

The Importance of Culture and Leadership in Customer Retention<\/strong><\/h3>\n\n\n\n

A strong dealership culture plays a vital role in customer retention. Blum highlighted McGrath Auto Group\u2019s emphasis on fostering an environment where both employees and customers feel valued. However, he pointed out a growing challenge in today\u2019s workforce\u2014the generational gap in work ethic and expectations. \u201cOne of the strengths of our organization has been the tenure of our people, and we’re very proud of that. But it’s also our Achilles heel at the same time,\u201d Blum explained. He says, \u201cMcGrath is working to build and groom the next generation to lead,\u201d which often requires teaching basic work ethic. This shift requires more effort in onboarding and training, making it crucial for leadership to actively engage in building a customer-centric culture.<\/p>\n\n\n\n

The Evolving Customer Mindset<\/strong><\/h3>\n\n\n\n

One of the most pressing issues in fixed operations today is the evolving customer mindset. The shift toward an \u201cinstant gratification\u201d society has made it more difficult to manage customer expectations regarding service timelines. Many customers now expect their vehicle service experience to be as seamless and fast as ordering an online package for next-day delivery, but providing a quality service experience takes time. It\u2019s not a 20-minute process\u2014it\u2019s about getting it right the first time and communicating that with the customer.<\/p>\n\n\n\n