Fixed Ops Magazine - 2023 Vol20 01 - 22

He plans to move towards an in-house BDC, but for
now he's looking to outsource options to handle inbound
calls and free-up advisor time. He's also in the
process of implementing Caller CX, the call management
software, to evaluate, score, track and record
service calls.
MAKING CHANGE PALATABLE
Kingrey knows he's planning a lot of changes, and
change can be hard. He anticipates his team will feel
some culture-shock but hopes to decrease discomfort
with incentives. For example, he's exploring three, 13hour
workdays per week for techs. " Having four days
off a week is a huge hiring and retention point, " he
said. He's also considering a rotating schedule for advisors.
" If you don't have good employee satisfaction
you don't have good CSI, " he said. " We're very focused
on taking care of people for the good of the dealership,
but also because it's the right thing to do. "
He also plans to help his team gain the knowledge
and confidence to upsell services and incentivize their
efforts. " Pay often determines behavior, " Kingrey explained.
" When you get that first paycheck with a big
bump in pay because you've been selling well, it fixes
all wounds. "
He realizes the upsell opportunities are endless because
currently the advisors don't have the tools to
do it well. He plans to rectify that problem with service
advisor training. The training will teach advisors how
to master the upsell using menu-based selling and a
consistent walk-around process. They also learn how
to best manage their time and effectively communicate
with customers, among other topics. " You have to
ask the question to get a 'yes' from the customer, " he
said. " I want every advisor to feel comfortable asking
the question and that requires training and practice. "
Kingrey is thrilled to be part of a family-owned dealership
that is employee-focused and eager to grow. His
passion for fixed operations, ability to tackle challenges
head-on, and willingness to adopt new technology
and processes, will keep the Kayser group moving forward
for years to come.
Shon Kingrey's first job
after the Marine Corp
was as a Service Writer
in Boone Iowa, where he
quickly became a Service
Manager and ultimately
worked into the
role of Fixed Operations
Director over multiple
locations. After holding
a variety of notable positions along the way, Shon, who
is an avid Green Bay Packer fan, was recently given the
opportunity to return to his roots in the Midwest as the
VP of Fixed Operations at the Kayser Automotive Group
in Madison Wisconsin. This allowed him to take his 28
year career to the next level of Fixed Operations at a
100 year old family owned dealership group.
Shon's
passion and love for his Teammates, process, and structure
within Fixed Ops shows everyday.
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Fixed Ops Magazine - 2023 Vol20 01

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 01
