Around the Customer's Ownership Cycle

Since January 1988, F&S Services has been dedicated to helping dealerships build customer trust and retention through our “Around the Customer” methodology.
F&S Services has extensive knowledge in both Variable and Fixed Operations through past dealership involvement and ownership. However, we primarily focus on helping dealerships in areas that increase profitability.
In today’s automotive climate, loyalty is no longer guaranteed. Dealerships need to ensure they have the right people with the right training and the right attitude to assist customers in making the right decisions during every dealership visit.
“Around the Customer” is a performance improvement solution that equips fixed operations staff with the tools needed to meet customer expectations and quality demands. We guide your dealership in identifying missed opportunities in Fixed Operations and enhancing advisor skill sets. Improved client interactions and better CSI scores are just a few of the many benefits of our program.
When customer needs are not properly met, their impression and expectations of the dealership decline, leading to decreased customer satisfaction and profitability. This erosion affects both sales (variable) and parts and service areas (fixed operations).
Change is challenging in any organization, especially in an industry with over 100 years of established culture. By working with managers and employing industry-proven techniques and best practices, we aim to shift the culture from “repair order filling” to “right selling.” This approach focuses on consulting and product knowledge to sell the right services to customers at the right time.
Dealerships that adopt the “Right Selling at the Right Time” philosophy have seen parts and labor sales grow by 9% to 15% or more year over year.
We don’t need to reinvent the wheel. We enhance what you’re already doing well, identify selling opportunities, and establish processes and talk tracks to increase closing ratios while providing excellent customer service.
After evaluation, we leverage multiple training styles and approaches tailored to your market, employees, and customer needs. Our evaluation ensures we only tweak what’s necessary to maximize profitability.