//Podcast Episode 3: Lake Powell Ford Service

Podcast Episode 3: Lake Powell Ford Service


Amy 00:00
Hi, it’s Amy and Shirley from Think Creative. We’re–
Shirley 00:04
Hello, hello.
Amy 00:06
We’re here today at Lake Powell Ford in Page, Arizona. And we’re here with Chase, who is the service manager.
Chase 00:13
Hi, how you guys doing?
Amy 00:15
Well, we’re doing good [laughter].
Shirley 00:16
Yes. Thank you. Thank you for being here with us.
Chase 00:19
Oh, thank you for having me. Yeah. It’s a pleasure.
Amy 00:22
So, Chase, you’re a service manager here at Lake Powell Ford. Why don’t you start us out? Just tell us a little bit about yourself.
Chase 00:31
Well, I’ve been the service manager for a little over a year and a half now. Been working for Lake Powell Ford since 2010, so eight years. Big–
Shirley 00:39
Oh wow, okay.
Chase 00:41
Yeah, big time of my life, though I spent a couple years, prior to being here, as a marine mechanic. Had a good time out on the lake. Really, I’ve been in the automotive or mechanic industry my entire life. Straight out of high school and as a mechanic, and then took over as a manager at a local parts store and just progressed my way here.
Amy 01:05
Sounds fantastic. What do you like about being a mechanic?
Chase 01:09
It’s always been– to me, even as a little kid, it was being able to take something apart, put it back together, and have it work.
Shirley 01:18
Now, did you play with Legos or anything like that?
Chase 01:21
Not so many Legos. I mean, I had Legos as a kid. But really, honestly, a lot of model cars, model cars, model airplanes. And then, of course, got into motorcycles. And I think I was 12 years old when I built my first motorcycle. I took it completely apart, rebuilt it, put it all back together.
Shirley 01:39
An actual live motorcycle?
Chase 01:41
A live motorcycle, yeah.
Shirley 01:42
Wow, okay.
Amy 01:43
Yeah, that’s incredible. Yeah.
Chase 01:43
Yeah. So–
Shirley 01:44
Did you go on YouTube, or you just sat there and–?
Chase 01:46
No, just sat there and– well, of course, YouTube, I mean–
Shirley 01:51
Back in the day, there wasn’t [laughter]–
Chase 01:51
I appreciate the statement, but really, everything was a paper book back then, so.
Shirley 01:54
Yes. Right. So you would have the paper book, and it’s more or less trial and error? And it’s–
Chase 02:01
Yeah, exactly. Yeah.
Shirley 02:02
Nice. Wow, ever since you were 12 years old?
Chase 02:04
Yes, ma’am.
Shirley 02:05
Oh gosh. Okay.
Amy 02:07
All right, so you work here at Lake Powell Ford, as we’ve already talked about. Why don’t you tell us a little bit at the service department here?
Chase 02:13
My service department, I feel like now I have a really good crew. Two fairly fresh service advisers, both Jake and April, they’re really good. They’re trying really hard to please all of my customers. April’s been doing this for a couple years, but she’s only been with Lake Powell Ford for a couple months. Jake is very fresh. I hired him straight out of the military. So he’s very green, but he’s trying to learn the process. And then I have my three main techs that have – I think I figured it out the other day – a combined 30 years’ experience. And then I have my two lube techs. They’re changing the oil, rotating tires, doing all my inspections. They’re great kids.
ford-service-technician
Shirley 03:01
Okay. So if I need to get an oil change, because you have your lube techs, is that something where it’s a fast service?
Chase 03:10
Currently, I am trying to do an oil change every 30 minutes. So that’s–
Shirley 03:13
Wow, that’s fast. That’s quick.
Amy 03:14
That’s fast, yeah. That’s–
Chase 03:15
And think. In mine, that includes a full inspection and a tire rotation.
Shirley 03:20
A full inspection. What is a full inspection?
Chase 03:22
So we do a multipoint inspection on every vehicle. And we check your brakes, your tires, your lights, your fluid levels. It is a big ordeal, but it’s a very quick process. And really, it’s for the customer’s peace of mind and safety.
Shirley 03:41
Now, is that something that– what’s the cost or the fee for that?
Chase 03:45
I would love to be able to charge you for that, but we do it 100% free, complimentary to the customer, because we care about your safety.
Shirley 03:53
Wow. So that’s just any type of service? That if I pull my car in, if there’s something wrong with my vehicle–?
Chase 03:58
If you come in and say, “Hey, I need new wiper blades,” I’m going to do an inspection on your car for you.
Shirley 04:06
Okay. Okay. And then that full inspection, safety, and that’s just with any type of car service?
Chase 04:14
Any service that happens at Lake Powell Ford.
Shirley 04:16
Wow. Actually, that’s awesome. That’s amazing. Yeah. That is.
Amy 04:21
Yeah, it’s an incredible benefit. Yeah.
Chase 04:23
Yep, it’s a pretty big offer, and we like to extend that to all of our customers because we want everyone to know that we care about them.
Shirley 04:30
Now, is it only just Ford vehicles or–?
Chase 04:33
No. We will work on any vehicle, any make, any model. We are not picky. Now, obviously, we can only do warranty work on Ford vehicles, but we will work on your Chevy, on your Dodge, on your Mercedes. We don’t care.
Shirley 04:48
As far as your service techs, are they certified? What type of certification do they have?
Chase 04:54
So I require all of my technicians to have what’s called a STARS certification. So it’s a Ford certification. And like I said, I’ve got a combined 30 years. My master technician, he’s senior master certified with Ford. So he’s been doing this for 20 years. And he is the best of the best.
Shirley 05:15
Wow.
Amy 05:16
Yeah, sounds like it.
Shirley 05:18
Okay, so if I was the customer and I bring my car into the service department, the dealership service department, what’s the reason why I should take my vehicle to the dealership opposed to just any type of local independent shop?
Chase 05:32
Well, obviously, you want to come to me because I’m going to offer the best service available. But also, I know Fords. We know Fords better than anybody else out there.
Shirley 05:44
Because you guys are certified?
Chase 05:45
Because we’re certified.
Shirley 05:46
I understand.
Chase 05:46
And it’s not just a quick, easy go down and take a test. I’m in the process of sending one of my guys to school. One single class is a week-long class to get one certification.
Shirley 05:58
Oh my God, really?
Chase 05:59
There’s 32 certifications that you can get.
Shirley 06:02
To become a master tech or–?
Chase 06:03
To become a master certified, yes.
Shirley 06:05
Okay, gotcha. And that’s something that if I take my car into the service department, you also get the multi-inspection. You also get the certified techs to make sure that your car is being taken care of?
Chase 06:18
Absolutely. And you know what? There’s something that I should’ve said a little bit earlier. If you come in for an oil change, bring your car in for an oil change, if you’ve got the time, I’ll make sure that my guys hand wash it, vacuum out the inside for you.
Shirley 06:31
And that’s something that you probably won’t–
Amy 06:32
That’s nice.
Chase 06:32
That’s something–
Shirley 06:33
–get at the local independent shops?
Chase 06:35
No. And that is 100% complimentary as well.
Shirley 06:38
Okay, nice. Now, is there an appointment telephone line that they can actually call so it makes it easier for the consumers, where it’s just quick and easy, they can set up an appointment?
Chase 06:51
Sure. So our website, lakepowellford.com, you can go in there, and you can set up an appointment there. You can also just call straight down at the dealership and get one of the technicians– or not technicians. Excuse me. One of the service advisers and the phone number down here is 928-645-5450. Press 2 for service and one of those service advisers will set you up an appointment or tell you to bring your car down right now.
Shirley 07:17
Service advisers, who are they? What do they do?
Chase 07:22
The service adviser, they’re the frontline of, really, any dealership, but especially my dealership. They’re the face of my service department. Like I said, Jake is fresh out of the Navy. He spent six years in the Navy. And then April, who also was a service adviser for a different repair facility here in town, she has come to work for me. But really, they do everything. They greet you from the beginning, when you first walk through the door or call us, and then they walk you through every step of the way. Whether you’re here just for an oil change or if you’re here for a major repair, my service advisers will be the ones to contact you and tell you, “This is what’s going on. This is how long you’re going to be down for.” If it’s going to cost you money, we’re going to talk about how much it’s going to cost to repair your vehicle.
Shirley 08:14
So they’re there to advise the consumers?
Chase 08:16
Exactly, yeah.
Shirley 08:17
Okay. And then do they have any type of training, certification?
Chase 08:20
They do, absolutely. Because April is so new, she’s going through her training right now. And Jake is master certified service adviser through Ford. He’s been here long enough that he’s got that. Kind of the same program that my technicians go through. They have classes that they have to sit through. They have tests they have to take. Most of it’s web-based. And then there’s a lot of hands-on with me and them to teach them the correct way to handle customers, how to talk to customers.
Shirley 08:54
So they’re educated. They’re certified. It’s not necessarily something that you would possibly get over at a local store. I mean, it’s more intensive training?
Chase 09:05
Exactly, yeah. I don’t know what the independent shops have to go through to have a service adviser or what training they go through, but I can tell you that these guys are fully trained.
Shirley 09:21
Amazing, okay.
Amy 09:24
All right. So customers are always interested in kind of an inside look at how things work. So is there anything that customers might be surprised to learn about how a service department at a dealership works? They only see what they see when they come in, so.
Chase 09:37
Well, one of the biggest things that I don’t think most customers realize is if you bring a car into especially a dealership and say, “This is going on with my car. Can you tell me what’s wrong with it?” that’s actually going to cost you money. There’s going to be a fee, a diagnosis fee. And really, that pays for my guys’ time. It pays for their tools. It pays for their knowledge. And so a lot of people don’t understand that that is an associated fee.
Amy 10:14
Right. And it makes sense. I mean, like you said, they’re paying for knowledge and–
Chase 10:19
Yeah. I mean, it’s hard for– it’s kind of a hard way to put it, but you don’t go to the doctor and ask him what’s wrong with you without expecting to have to pay for it. Well, my guys are doctors of cars, yeah, that–
Amy 10:33
Car doctors, yeah.
Shirley 10:34
Yeah. Yeah, that’s a great way to say that just because–
Chase 10:37
They spend as much money on their tools as doctors do on their degrees.
Shirley 10:42
Absolutely.
Amy 10:43
Yeah, definitely. Okay. So when you see customers coming in, bringing their cars in, I’m sure that you see a lot of the same questions coming up about things. What are some of the more common questions that you get?
Chase 10:56
Really, the most common– and it’s been something that has changed over the last couple years, but the most common question is, “How often should I change the oil in my car?” And it’s just a–
Shirley 11:11
Isn’t it every three years? I mean, every 3,000 miles, correct?
Chase 11:16
That’s what it used to be. It used to be every 3,000 miles.
Shirley 11:18
It changed? Oh wow.
Chase 11:20
And now, because of the different quality in oils that we’re using and the quality in the filters that we’re using, we’re able to push those oil changes out to 5,000 miles.
Shirley 11:29
What type of quality, what type of oil [changes?] are you guys using?
Chase 11:32
So essentially, every vehicle now uses a synthetic blend oil. So it’s a blend of full synthetic and a conventional oil. The oil doesn’t break down as quick. It lasts longer. It stays cleaner longer. So you’re able to extend that oil change interval out to 5,000 miles. And if you’re going to go 5,000 miles on an oil change, you might as well rotate your tires every time you get an oil change. And I’ve got a perfect package. Ford has made a perfect package just for that. You can’t beat it to get an oil change, tire rotation, and inspection in what we try to do in 30 minutes.
Amy 12:11
And a complimentary car wash, don’t forget.
Chase 12:13
And a car wash, that’s right.
Shirley 12:14
God, in 30 minutes too? Wow. That’s why that is amazing.
Amy 12:16
Yeah, that’s amazing. And then it gives the driver a lot of peace of mind to just keep up that regular maintenance like that.
Chase 12:21
Right, yeah. So something that we’ve started doing now is we actually print out, basically, a workbook for your car. And when you open it up, you see what the inspection looked like, what’s green, what’s yellow, what’s red. Obviously, green is good. Yellow, you need to spend some time and think about. Red means you need to get this fixed really soon. And then on the back page of that, if there is something in the yellow or red, it breaks it down too. If your tires are in the red, it says, “This is why your tires are in the red. This is what you need to do.” If your brakes are in the yellow, it explains to you that yellow is anywhere between three millimeters and five millimeters of pad left on there. So it’s a really nice peace-of-mind pamphlet that my customers now get every time they come through the door.
Shirley 13:10
So it seems that it’s–
Amy 13:10
That’s excellent.
Shirley 13:11
–something that’s really easy to read. Because most of the time, when I do take my car into the service department, I don’t understand. I don’t understand what it says, really, by just me listening to the service advisers and telling me what’s wrong with the car. But now, at Lake Powell Ford, you guys are basically covering what’s wrong with the vehicle and also giving them a booklet to make it more easy to understand what is wrong with the vehicle and how you can fix the vehicle.
Chase 13:38
Absolutely. And on top of that, if you supply us with your email address when you come in, you’ll get that booklet emailed to you as well. So you’ll have a digital copy and a paper copy because I know–
Amy 13:48
Perfect.
Chase 13:49
–when I get a receipt, it gets thrown in the backseat of the car.
Shirley 13:51
You get thrown in the car.
Chase 13:53
I mean, let’s be honest. But if you get an email pop-up that says, “Hey, your brakes are at four thirty-seconds, four millimeters. They’re in the yellow.” Okay, it’s right here on my phone. I pay more attention to my phone than I do to that piece of paper.
Shirley 14:06
We all do. But now we’re in the digital world now.
Amy 14:09
It’s like another part of us [laughter].
Chase 14:12
Definitely is.
Amy 14:13
All right, so let’s just wrap things up here. What kind of advice would you give to customers in maintaining their cars? What’s the number one piece of advice that you would give someone?
Chase 14:21
Obviously, the number one piece of advice I would give to any customer is get that oil changed every 5,000 miles. Please come in and get that oil changed. Please. That’s the lifeblood of the car. And everything boils down to that inspection. If I tell you that, “Hey, your cooling system’s getting a little dirty,” we’d better take care of that.
Shirley 14:44
So basically, what I’m hearing is don’t push the limits. Make sure if there’s an indicator, if there’s a light, or–
Chase 14:50
Absolutely, yeah. If you’ve got a check engine light come on, please pull over and call us. If you’re driving down the road and you see smoke coming out from underneath your hood, don’t continue down a couple blocks.
Shirley 15:00
I’ve done that before, and I’ve actually pushed it, and what ended up happening was we actually had to fix our engine just because– little easy. You’re just wanting to push through and get to the next destination.
Chase 15:11
And really, that’s the worst thing you can do. These cars are built to protect themselves. They’re so smart now. There’s more computers in your basic car now than there is on the first spaceship that landed on the moon.
Shirley 15:21
That is true. Right, yep.
Chase 15:25
So this car is built to save itself. If a warning light comes on, if the temperature starts to climb, it’s going to try to shut itself off. Please just call roadside assistance. Call a tow truck. Call a friend. Call Lake Powell Ford. Let’s get the car in. Let’s get it looked at. Let’s find out what’s going on.
Amy 15:45
I love how you put that, that the car’s built to save itself. Well, thank you so much for joining us today, Chase.
Chase 15:50
Thank you, guys.
Amy 15:50
You gave us a lot of really valuable information, and I know that everybody’s enjoyed it, so.
Shirley 15:55
Yes, thank you.
Chase 15:57
Well, thank you very much.
Amy 15:57
Till next time.
Shirley 15:58
We’ll see you next time.
Chase 15:59
Sounds great.

By |2019-02-14T16:40:54-07:00November 28th, 2018|blog|0 Comments

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