Thursday, January 10, 2013

ACG's Dealer Success Stories

“ACG was right!...December isn't even over yet and 2013 will already be our “Best Year Ever” in Fixed Operations! We've been in business for over 40 years in Calgary and we are well into our third year with ACG. Our partnership with ACG will continue to be a big part of our future here at Tower Chrysler”.

Dan Rewucki, President
Tower Chrysler
Calgary, Alberta



Quick Lube Plus

ACG’s Express Lube Training Program is Absolutely Amazing! We've increased our sales per ticket average from $92.00 to $142.00 in less than (60) days!  The best part is, we have been able to sustain these great improvements in sales due to their unique “coaching” style and proven processes. Each process was specifically designed for our store as well as the personalities of our employees. Their daily reporting and follow up is also unmatched by any training program that I've seen. The program works!...I’m a Believer! If you don’t have ACG’s Express Lube “Results Based” Training Program, you are missing additional revenue opportunities each day that passes by.

Mitch Drzymala
Quick Lube Plus
Calgary, AB, Canada


Tower Chrysler 

ACG has been Awesome!...we signed up with them in June of 2011 and as of June 2012, we have increased our Service & Parts Customer Pay Gross Profits over $340,000.00 and as well as increasing our Service Absorption by 20% over that same period, even topping 100% Absorption on some of those months! Our Express Service Department has gone from just over $60.00 to over $100.00 in Sales per Repair Order! With their Eight Habit strategies,  even our Express Service Department has also grown by over 35%! The best part of the ACG Program is that they are RESULTS based!... they get paid when I get paid! No Risk! Great ROI. I recommend this program to any dealer who Really wants Results!

Dan Rewucki, President
Tower Chrysler-Jeep-Dodge
Calgary, Alberta, CN


Steve Marshall Ford

On Jul 29, 2010, at 6:08 PM, "Kevin Rutherford" <> wrote:
Every day at 3:00 I have a stock out list print so we can catch any fast moving parts that we may have sold out of and have them added to our
daily order for the next day. It’s not the most cost effective way to order stock parts but its better than getting caught short of something you should
never be out of!
On an average day we may order as much as 4 to 6 numbers and sometimes up to 8 or 10 (I’m embarrassed to say!)
Today we had NONE! And I’m not embarrassed to tell you I dam near cried! Could it be that our recent changes are starting to take effect?
Thank you Dave for all your direction and persistence with my continuous calls and emails and thank you Ann Marie for believing in me and allowing me
to learn and grow.
I know this is just a very small step and possibly in some way some dumb luck but it left me with a big stupid grin on my face for the rest of the day!

Kevin Rutherford
Parts Manager
Steve Marshall Ford
Nanaimo, BC.

Peruzzi Automotive

The "Eight Habits of Highly Successful Service Advisors" has meant higher
Gross profit , Higher CSI scores for the last several years at our Dealerships.
It has also propelled my career from service manager to director to General
Manager. The ACG team helped us weather the challenging years and prepared
us for our most certain success. Special thanks to Dave and Guy for all the extra
time with after hour webinars.

Thanks Again,
Gary Fields
General Manager
Peruzzi Buick GMC


 Conklin Automotive Group 

Dave Piecuch
Automotive Consultants Group
8362 Pines Blvd, Suite 340
Pembroke Pines, FL 33024-6600

Dear Dave:

I just wanted to write you a quick note of appreciation for all of the work you have done with our dealerships.  We are about to end our third straight year of increased customer labor sales and gross profit increases, and could not have done that without the ACG programs.

We have used other consultants in the past with mixed results, but your involvement with all of our dealerships has been instrumental in our improvements.  You don’t just “tell” us what to do you “show” us what to do.  You don’t just “talk” to our advisors you “instruct” our advisors.  All of our service management staff regularly looks forward to your visits and feels that your time spent in our service operations is time well spent.

I’ve been involved in the fixed operations of our dealerships for over twenty-three years.  I’ve heard a lot of ideas through all the conventions, seminars and other training programs I have attended.  Your company brings good ideas to our operation as well, but what sets you apart is your ability to implement those ideas within our dealerships to their successful conclusion.

I am happy with our association with your company and wish you all the best in helping other dealership fixed operations the way you have helped ours.


Joseph P. Fangman

Joe Fangman
Conklin Cars


Peruzzi Auto Group

"We've been using ACG's "Eight Habits of Highly Successful Service Advisors" program for over SIX YEARS and if you are not on the program, you need to get ON the program!"......    

Fred Peruzzi- Peruzzi Auto group


ACG's program delivered near immediate results in my dealership.  The 8 habits of a Successful Service Advisor at first seemed basic, but the implementation plan from ACG made what we knew we should do, into a true habit.  I believe now, I couldn't MAKE my advisors STOP following the 8 habits program.  There are a lot of consultants out there with ideas, who come and go; these guys MAKE it happen with results that last long beyond their time in my dealership.  With experience and passion unmatched in the industry, ACG gave us the ideas and processes that had an effect in a very short term that have lasted in the long term.  It was a great experience working with them and would highly recommend. 

Dustin Pember
Service Director
Murphy Ford


If We Stock It, They Will Sell It

I began working with Dave Piecuch in June of 2011 when ACG came on board at Tower Chrysler in Calgary, Alberta. Since then I have seen a significant growth in both our parts and service departments in regards to customer pay sales. With Dave’s assistance and guidance we keep growing month after month.

Being the Parts Manager my goal was to increase our “First Time Off The Shelf Fill Rate”.  I believe that if every time a technician comes to the parts counter and we have what they want, then they will continue to sell it. “IF We STOCK IT, THEY WILL SELL IT”!! After sitting with Dave and reviewing my phase in/phase out criteria we started to experiment with various formulas. I also starting using the manufactures discount program to my advantage and I’m now able to carry more of the faster moving items on the shelf without drastically increasing my inventory costs. It took a few months but we finally got it right. Our “First Time Off The Shelf Fill Rate” went from 65% to 80%!!  With using Dave’s experience and vast knowledge I was able to achieve what I wanted. By having a higher fill rate it has given the service department the confidence that whatever goes into the shop will come out fixed the same day.

Dave Piecuch and ACG have been simply awesome to work with. Dave and I keep in touch on a regular basis and he is always there is guide me in the right direction. Now that I hit 80% my next target is 90%, I have all the confidence in Dave and ACG to assist me in reaching it.

Scott Laing
Parts Manager
Direct Line: 403-225-6190
Fax: 403-225-6269

Tower Chrysler Dodge Jeep Ram
10901 Macleod Trail S
Calgary, AB T2J-4L3
(403)278-2020 ext 2250

Guy Salkeld is the President and Head Performance Coach of Automotive Consultants Group Inc. The only Results Based High Return Training, Coaching, and Consulting company in the world! To learn more go to  Have a question? E-Mail Guy directly at or Call me direct at: 305-331-3373    

Dave Piecuch is the Vice President of Automotive Consultants Group Inc. and is the Head Coach for Smart PartsTM. The only "Results Based" High Return Training, Coaching, and Consulting company in the world!  Dave can be reached at Cell 786-521-1720 or E-mail at Vist our Website at

Tuesday, January 8, 2013

Eight Habits Of Highly Successful Service Advisors-Part Three

Over the last couple  of months we identified the importance of the Appointment and Communication Process which allows your service advisor the time and preparation needed before your customer arrives at the service department.

This month's blog, as promised, will cover the last four habits that are crucial in "First Impressions" and  building strong relationships with every customer. We call this the "Relationship Process" and review how important it is to the success of your service operation.

Here's the glue! The Walk Around Process. I have witnessed so many failed "Walk Around" Processes installed by "Consultants" or Factory Representatives. I finally realized a long time ago they never installed the "Appointment Process" which should precede any "Walk Around" Process, thus allowing the Service Advisor enough time to perform a proper "Walk Around" in the first place.

When preparation meets opportunity, success follows at a very high percentage rate. Here is a small list which is worth repeating if you want a successful "Walk Around" Process:
  1. Appointment Process
  2. Daily Action Plan
  3. Proper Meet & Greet
  4. Listening Skills
#5 The "Walk Around" Process

If you decide to skip one of these fundamental items, your "Walk Around" Process will fail. So let's take a look at what ACG's "Walk Around" Process looks like. First, we want to greet the customer by name at their vehicle and confirm what they are coming in for, or the "Prime Item".

Next, we ask if there was anything else they might have noticed on their way into the shop today that they may want us to look at. The next step is to ask the customer how many miles are on the vehicle to get the customer "engaged" with the process.

We do not want to start recording the vehicle identification number, or ask the customer to "Pop the Hood" before creating the relationship which is crucial to the "Meet and Greet" Process. 

The next step is to perform a light check with the customer by advising them to step on the brake, turn the key to the on position, turn their lights on and put the car in reverse. This sets up the "Walk Around" starting at the left front door. Then, we make our way to the rear looking for any body or wheel damage, engaging the customer in casual conversation as we proceed.

Once we are at the rear of the vehicle, look for any signage, bumper stickers, roof racks, or a trailer hitch so we can find some commonality to talk about with the customer. Next, we record our findings, such as inoperative bulbs, most common are license tag or brake lamp bulbs.

I strongly recommend not to advise a customer you're walking around the vehicle to inspect for damage. If you find some damage let them know at that time in a positive manner of awareness to the customer. If no damage is noticed, no further words need to be said. 

Then proceed to the front of the vehicle again looking for damage. Once there, ask the customer to turn on the high beams and quite honestly, many times you will find that the customer doesn't even know how to turn them on. This is a great time to start some conversation and continue to build a strong relationship.

The next step is optional, based on how the advisor "reads" the customer and how they are responding to the "Walk Around" Process to this point. Ask them to "Pop the Hood" and join you while the advisor performs the "Vital Fluids" Evaluation.

It's also very important not to say negative things during this fluid evaluation that contain the words "burnt, dirty, poor smell" and so on. Approaching this fluid evaluation with negative words may lead to a negative outcome.

# 6 Menu Presentation

When the "Walk Around" is complete, have the customer join you back at your write up area. This is the time to review the prime item(s), maintenance needs based on time or mileage (Service Menu/Quote), reviewing each item with a one "Package Price". Lastly, confirm all operations and completion time and don't make the mistake of pricing out each item individually as it will confuse the customer and kill the sale.

# 7 Customer Promise

 This is the stage were you review everything your going to do and by what time. Don't forget to have the customer review the pre-work order to make sure all contact information is correct. I can't tell you how many times the advisor just "assumed" that the phone number on the repair order was a good contact number, only to find out quite the opposite.

The number one thing a customer is waiting to hear is when the vehicle will be completed. If you forget to update the customer throughout  the day,  they WILL call to ask "What's up with my car?" At this point, the customer trust factor is in trouble.

# 8 Close The Sale

We have found that there is no need to learn the top 10 best closing scripts based on how the customer responds to your solution to either fix or maintain their vehicle. The best way to make a customer say "Yes" is to build a relationship through trust, without fancy closing scripts.

At this point, all you need to do is ask for the sale. "Mr./Ms. Customer, the total price is $369.95 which includes all taxes and fees, I can have it done by 3:00 PM. All I need is your "OK" (Sign) to get started".

Nothing else needs to be said until the customer has responded. The more you speak at this time, the less chance you will have to complete the sale.

If you have provided enough value in your presentation, the customer will purchase. If the customer decides not to buy, then ask why because they will tell you. Once they tell you, you can now provide "new" information to close the sale.

 If you follow these "Eight Habits" consistently, you will be more successful in building customer trust, one customer at a time.

If your serious about making things happen versus waiting for things to happen, call or e-mail us now!

Don't wait till it's too late!

 Make This Year Your Best Year!

Guy Salkeld is the President and Head Performance Coach of Automotive Consultants Group Inc. The only Results Based High Return Training, Coaching, and Consulting company in the World! To learn more go to  Have a question? E-Mail Guy directly at or Call me direct at: 305-331-3373