Throwback: Service Writers Run the Show. How to Hire, Train, and Tune a Profitable Service Dept

Retail leader and analyst Jeffrey McNulty breaks down a simple, usable framework for PowerSports dealers who want faster turns and better margins. We cover the traps of legacy thinking and insulated management, why a 40–45 hour target for leaders boosts performance, and how to apply the CAPED model: Customization, Adaptability, Personalization, Engagement, and Differentiation. We also dig into private-label services and guarantees, the SAG rule for authentic customer messaging, and the DAKA filter for faster decisions. If you’re holding aged units, guessing on trade values, or struggling to stand out against same-brand competitors, this episode gives you a clear plan to fix it.Subscribe for more dealer-focused tactics and interviews that help you run smoother, sell smarter, and adapt faster.Follow Jeffrey: https://www.linkedin.com/in/jeffreypmcnulty/Spotify: https://open.spotify.com/show/32L4getcOmBCYL3fRxDlyH?si=2c816556bab94519Apple Podcasts: https://podcasts.apple.com/us/podcast/the-dealership-fixit-podcast/id1449367603YouTube: https://www.youtube.com/channel/UC8RWgq6pFKN8dHurvKa858ATikTok: https://www.tiktok.com/@dealershipfixitX (Twitter): https://x.com/DealershipFixitLinkedIn: https://www.linkedin.com/company/dealershipfixit/Instagram: https://www.instagram.com/dealership_fixit/Facebook: https://www.facebook.com/dealershipfixitSponsor: dealers.motohunt.com

Thinking about selling your dealership in the next few years? Start now.Courtney Bernhard from Performance Brokerage Services joins Jacob Berry to share what really kills deals, from messy financials and family payroll to missing estate plans and frozen floorplans.Learn:Why there are more sellers than buyers in powersports right nowHow to clean up your P&L and parts department before you listThe 12–24 month prep plan that maximizes your store’s valueWhy legacy and culture matter more than the moneySponsor: dealers.motohunt.comConnect with Courtney: https://www.linkedin.com/in/courtney-bernhard-072018113/Connect with Jacob: https://www.linkedin.com/in/jacob-b-berry/Listen on Spotify: https://open.spotify.com/show/32L4getcOmBCYL3fRxDlyHApple Podcasts: https://podcasts.apple.com/us/podcast/the-dealership-fixit-podcast/id1449367603YouTube: https://www.youtube.com/channel/UC8RWgq6pFKN8dHurvKa858A

NPA’s Tony Altieri joins the podcast to break down why sell-through is near total, why off-road is the hottest segment, and how dealers should source and desk trades while inventory is tight. Clear moves you can use this week.LinksFollow Tony: https://www.linkedin.com/in/tony-altieri-a6817b61/Sponsor: https://dealers.motohunt.comConnect with Jacob: https://linkedin.com/in/jacob-b-berryListen on Spotify: https://spoti.fi/3N9lzfgMore on Apple Podcasts: https://apple.co/43FoanXSubscribe on YouTube: https://youtube.com/@dealershipfixit

Most dealers still treat digital leads with one call, one email, and done.In this episode, Jacob Berry sits down with Chris Yeloushan, VP of Dealer and OEM Solutions at Rollick, to talk about what’s changed with online buyers and how dealerships can double close rates with simple automation, better CRM habits, and smarter follow-up.You’ll learn:How modern buyers shop online before ever contacting your storeWhy nurture emails drive the highest conversionsHow to build a low-cost “invisible sales team” through automationWhy post-sale nurture creates repeat buyers and service customersDealers who master this process aren’t just generating leads, they’re closing them.👉 Sponsor: dealers.motohunt.com👉 Connect with Chris: https://www.linkedin.com/in/chris-yeloushan-b078b55/👉 Connect with Jacob: https://www.linkedin.com/in/jacob-b-berry/🎧 Listen on Spotify: https://spoti.fi/3N9lzfg🎧 More on Apple Podcasts: https://apple.co/43FoanX📺 Subscribe on YouTube: https://youtube.com/@dealershipfixit

The service counter is the hub of your dealership. Hire for people skills, train for process, and measure what matters. In this episode we break down a proven fixed ops playbook. Clear takeaways you can use this week.Listen, follow, and share with a service manager who needs a win.Links and resources:Sponsor: dealers.motohunt.comSubscribe on YouTube: https://youtube.com/@dealershipfixitMore episodes on Apple Podcasts: https://apple.co/43FoanXListen on Spotify: https://spoti.fi/3N9lzfg

In this solo episode, Brian reads a powerful leadership article by his friend and author Jeffrey McNulty, creator of The Ultimate Retail Manual. With over 30 years in executive retail leadership at Home Depot, Lowe’s, PetSmart, and more, Jeffrey’s wisdom hits home for powersports dealers today.Learn how to:Build fairness into your hiring and pay practicesMaintain an even exchange of energy with your teamLead with authenticity, empathy, and engagementUnderstand why karma always wins in businessA must-listen for dealership leaders who want to inspire, grow, and lead with purpose.🎧 Listen on Spotify: https://spoti.fi/3N9lzfg🍎 Listen on Apple: https://apple.co/43FoanX💻 Watch on YouTube: https://youtube.com/@dealershipfixitFollow our host: https://linkedin.com/in/jacob-b-berryFollow Jeffrey P. McNulty: https://www.linkedin.com/in/jeffreypmcnulty/

This remastered throwback hits the core problems most stores face and how to fix them fast. We dig into two levers that change everything, process and time, and how culture, hiring, and phone work turn browsers into buyers. Simple moves you can use this week.What you’ll learn:• A simple framework to stop “swirl” and get time back• How to replace “shoot from the hip” with a repeatable sales process• Why culture beats tactics and how to keep staff engaged• The clean way to coach calls and convert more appointments• Fear vs. price: why great service wins at full grossListen here and subscribe:Spotify: https://spoti.fi/3N9lzfgApple Podcasts: https://apple.co/43FoanXYouTube (full video): https://youtube.com/@dealershipfixitSponsor: https://dealers.motohunt.com

Used motorcycles and powersports units remain one of the best opportunities for dealers, if you know how to buy, price, and turn them right. Mike Murray, VP of Sales at National Powersport Auctions, joins Jacob Berry to share the latest 2025 market trends, pricing insights, and how dealers can leverage tools like DirectBuy and MotoHunt integration to work smarter with used inventory.We cover:- Why more Harley and metric dealers are scaling up used inventory- How pricing has shifted post-COVID and what’s holding steady- The growing spread between clean bikes and rough trades- Why condition reports and true wholesale values matter- How auctions set real-world pricing — and what dealers need to understand about it- The role of NPDA Dealer Connect in uniting dealers and shaping industry changeMike also previews what NPA will bring to Dealer Connect, September 21–23 in Columbus, Ohio.Watch on YouTube: https://youtube.com/@dealershipfixitConnect with Mike: https://www.linkedin.com/in/mmurray22/ Connect with Jacob:LinkedIn: https://linkedin.com/in/jacob-b-berryAll Links: https://linktr.ee/dealershipfixitSponsor: https://dealers.motohunt.com

AI is everywhere. Vendors pitch it, consultants hype it, but how do dealers actually make it work inside the store? In this episode of the Dealership Fixit Podcast, Jacob Berry sits down with brent wees, a certified AI trainer, strategist, and founder of IdeaMeetPlan, to cut through the noise and get practical.Brent shares why most dealers overthink AI, how to start small with quick wins in sales, service, and marketing, and why creating the right prompts and agents can turn AI into a real teammate for your business. If you’ve been wondering how to speed up your store, save time, and finally understand what AI can do for your business, this conversation is your roadmap.Visit Brent’s site: https://www.ideameetplan.com/ai-workshops/Connect with Brent: https://www.linkedin.com/in/brentwees👉 Listen to more on Spotify: https://spoti.fi/3N9lzfg👉 More episodes on Apple Podcasts: https://apple.co/43FoanX👉 Subscribe here for weekly interviews: https://youtube.com/@dealershipfixitFollow Our Host Jacob: https://linkedin.com/in/jacob-b-berryFollow the Fixit Online: https://linktr.ee/dealershipfixitSponsor: https://dealers.motohunt.com

The National Powersports Dealer Association (NPDA) has grown into the voice dealers didn’t know they needed. In this episode, Jacob Berry sits down with NPDA Membership Marketing Director Tigra Tsujikawa to dig into why the association exists, how it’s giving dealers a seat at the table, and why events like Dealer Connect are unlike any other trade show.From fighting for dealer-friendly provisions in national legislation, to launching the EDGE learning program, to creating Dealer Connect as a dealer-built, dealer-led event, the NPDA is reshaping how dealers work together and grow stronger.If you’re a dealership manager, GM, or owner who wants to understand why unity and advocacy matter right now, this conversation will show you what NPDA is building and why you need to be part of it.Listen to more episodes on Spotify: ⁠https://spoti.fi/3N9lzfgFurther episodes on Apple Podcasts: ⁠https://apple.co/43FoanXWatch full interviews on YouTube: ⁠https://youtube.com/@dealershipfixitFollow the Fixit Online: ⁠https://linktr.ee/dealershipfixitLearn more about NPDA: https://www.npda.orgSponsor: ⁠https://dealers.motohunt.com⁠