Beat the Odds: Retaining High Quality Service Technicians
Track: Human Capital
Sunday, March 13, 2022 10:30 AM - Tuesday, June 14, 2022 11:30 AM
Presenters: Laurent Hourcle, Kelly Smith
Larry is an industry educator with over 30 years of experience. He joined NADA in 2016 as a management instructor, focusing on improving the customer experience and productivity in fixed operations. For over 15 years he was certified by the National Institute for Automotive Service Excellence as a Senior Master Technician, specializing in both automotive and diesel repairs. Larry promotes proficiency in collecting, analyzing, interpreting, and developing specialized information about performance issues to find consistent solutions. By inspiring, mentoring and educating students, Larry pushes them to exceed their expectations and thereby boost their efficiency, productivity, and performance.
Kelly brings 30-plus years of auto-industry experience to NADA. He began his career in automotive with EDS before joining his family's business as comptroller, ultimately becoming dealer principal. As a dealer, Kelly was an active member in NADA 20 Group, including as chairman. He is a proven, profitable dealer, with franchise expertise including Chrysler, GM, Oldsmobile and Subaru.