Fixed Ops Magazine - 2022 Vol19 05 - 17

hours for each shop. Next, he adds up the days each
writer works to find total working days. Divide total
available hours by total working days and you have your
hours per day goal.
Employees know exactly where their shop stands every
day because Tully publishes the numbers and ties
bonuses to hours sold. The formula is simple, encourages
everyone to work together, and improves shop
efficiency. " Our BMW store, for example, sells an average
of 198 hours per day between 27 techs, " said
Tully. " Our shop is 130 percent efficient, which means
everyone is making more money and we're serving
more customers. It's a win-win. "
DON'T GET STUCK IN A RUT
Part of being a 'disrupter' is embracing change and
Tully loves change. " Most humans do not like change,
but you can get yourself stuck in a rut, " he said. " Refuse
to change and you miss out on new technology
and processes that can help your business. "
REAL LIFE EXAMPLES OF SUCCESS
WITH TECHNOLOGY
When electronic inspection technology hit the scene,
Tully embraced it 100 percent. He saw it as a way to
deliver a more thorough and professional customer
experience. The addition of photo and video capabilities
was icing on the cake. " For a customer to see
what's wrong, instead of just being told? That's the
best thing ever, " he explained.
Tully was also an early adopter of Xtime, the cloudbased
service management platform. The technology
improved the guest experience, communication within
the service team, and the efficiency of the shops.
All Niello service departments use the live, online appointment
scheduler to have control over their drives.
" Before, customers went to our website and filled out
a form. But now, we have real-time access to our appointments, "
he said. " Setting up your scheduler is the
most important thing a service manager can do because
then you can sell capacity. You can load your
shop to be successful. "
FEAR LED TO ANOTHER SUCCESSFUL
TECHNOLOGY DECISION
When faced with three BDC employees at Niello's
BMW store heading out for maternity leave at the
same time, Tully made another technology decision.
He implemented Brooke, the customer-facing digital
voice assistant (DVA) from Proactive Dealer Solutions,
to answer inbound service calls. " We were honestly
scared about what would happen on the phones while
employees were on leave, " Tully said. " We had a 92
percent overall service department call answer rate
and we couldn't let that go away. "
Ultimately, Tully counsels his peers not to be scared of
new technology.
THE REPEAT AND REFERRAL BUSINESS
Every decision Tully makes goes back to his goal of
making it easy for customers to do business with The
Niello Company. As he says, " We are in the repeat and
referral business. We don't want to oversell anybody.
SEPTEMBER OCTOBER 2022 || FIXED OPS MAGAZINE
17
Fixed Ops Magazine - 2022 Vol19 05

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