What if your service department is more than just repairs—it’s a profit engine waiting to be revved?
On the latest episode of the NADA podcast Dealer Driven, we welcome powerhouse sales trainer Jennifer Suzuki to unpack how service departments can dramatically increase profitability while improving customer retention. Suzuki delivers the kind of real talk every fixed ops leader needs to hear, and she doesn't hold back.
From the jump, she dives into the core issue: lack of trust. Customers often arrive skeptical of the service department's intentions, concerned about pricing and frustrated by poor communication. Sound familiar?
The episode digs into how to flip the script by building a consultative culture. That means coaching advisors to slow down, ask the right questions, and prioritize CARE—yes, literally. Suzuki shares how those four letters guide advisors to connect with customers as people, not transactions.
You’ll learn:
- How to train advisors to show rather than sell
- The secret to creating a transparent, customer-centric experience
- Why “value before price” is more than a slogan—it’s a sales strategy
- How managers can transform from traffic cops into empowering coaches
- Why slowing down can actually speed up success
There’s also a powerful discussion on integrating the service and sales departments. The possible result? Better collaboration, unified culture and higher customer loyalty.
Whether you’re a GM, fixed ops director or service advisor, this episode is packed with immediately actionable strategies to increase trust, customer satisfaction and revenue.
Tune in for a masterclass in modern service culture. Find Dealer Driven wherever you find your podcasts.
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