Hi, it’s Amy and Shirley from Think Creative. We’re–
We’re here today at Lake Powell Ford in Page, Arizona. And we’re here with Chase, who is the service manager.
Hi, how you guys doing?
Well, we’re doing good [laughter].
Yes. Thank you. Thank you for being here with us.
Oh, thank you for having me. Yeah. It’s a pleasure.
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.
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–
Oh wow, okay.
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.
Sounds fantastic. What do you like about being a mechanic?
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.
Now, did you play with Legos or anything like that?
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.
An actual live motorcycle?
A live motorcycle, yeah.
Yeah, that’s incredible. Yeah.
Did you go on YouTube, or you just sat there and–?
No, just sat there and– well, of course, YouTube, I mean–
Back in the day, there wasn’t [laughter]–
I appreciate the statement, but really, everything was a paper book back then, so.
Yes. Right. So you would have the paper book, and it’s more or less trial and error? And it’s–
Yeah, exactly. Yeah.
Nice. Wow, ever since you were 12 years old?
Oh gosh. Okay.
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?
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.
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?
Currently, I am trying to do an oil change every 30 minutes. So that’s–
Wow, that’s fast. That’s quick.
That’s fast, yeah. That’s–
And think. In mine, that includes a full inspection and a tire rotation.
A full inspection. What is a full inspection?
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.
Now, is that something that– what’s the cost or the fee for that?
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.
Wow. So that’s just any type of service? That if I pull my car in, if there’s something wrong with my vehicle–?
If you come in and say, “Hey, I need new wiper blades,” I’m going to do an inspection on your car for you.
Okay. Okay. And then that full inspection, safety, and that’s just with any type of car service?
Any service that happens at Lake Powell Ford.
Wow. Actually, that’s awesome. That’s amazing. Yeah. That is.
Yeah, it’s an incredible benefit. Yeah.
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.
Now, is it only just Ford vehicles or–?
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.
As far as your service techs, are they certified? What type of certification do they have?
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.
Yeah, sounds like it.
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?
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.
Because you guys are certified?
Because we’re certified.
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.
Oh my God, really?
There’s 32 certifications that you can get.
To become a master tech or–?
To become a master certified, yes.
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?
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.
And that’s something that you probably won’t–
–get at the local independent shops?
No. And that is 100% complimentary as well.
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?
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.
Service advisers, who are they? What do they do?
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.
So they’re there to advise the consumers?
Okay. And then do they have any type of training, certification?
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.
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?
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.
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.
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.
Right. And it makes sense. I mean, like you said, they’re paying for knowledge and–
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–
Car doctors, yeah.
Yeah. Yeah, that’s a great way to say that just because–
They spend as much money on their tools as doctors do on their degrees.
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?
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–
Isn’t it every three years? I mean, every 3,000 miles, correct?
That’s what it used to be. It used to be every 3,000 miles.
It changed? Oh wow.
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.
What type of quality, what type of oil [changes?] are you guys using?
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.
And a complimentary car wash, don’t forget.
And a car wash, that’s right.
God, in 30 minutes too? Wow. That’s why that is amazing.
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.
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.
So it seems that it’s–
–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.
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–
–when I get a receipt, it gets thrown in the backseat of the car.
You get thrown in the car.
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.
We all do. But now we’re in the digital world now.
It’s like another part of us [laughter].
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?
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.
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–
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.
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.
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.
That is true. Right, yep.
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.
I love how you put that, that the car’s built to save itself. Well, thank you so much for joining us today, Chase.
Thank you, guys.
You gave us a lot of really valuable information, and I know that everybody’s enjoyed it, so.
Yes, thank you.
Well, thank you very much.
Till next time.
We’ll see you next time.