Ken Hite
  • Laguna Niguel, CA
  • United States
  • RedCap
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Vendor Partner
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Senior Vice President Enterprise Sales/Business Development
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Extensive knowledge of variable and fixed operations. Launched numerous automotive technology start-ups.

Ken Hite's Blog

Let's Address The Elephant In The Room...Service Retention

Posted on January 24, 2017 at 9:54am 0 Comments

Franchise Dealers have the opportunity to earn hundreds of thousands in financial compensation from their OEM, assuming the dealer's service retention is at specific OEM guides. Unfortunately, a very high percentage of dealers are unable to take advantage of the financial windfall.

Let's put this in perspective. A tier 1 OEM has been offering PPM-Pre Paid Maintenance with every vehicle sold, it's inclusive in the MSRP. The metrics are as follows.

50% of the customers never show…


Fixed Operations: The Dealers Last Stand or Renewed Opportunity?

Posted on January 5, 2017 at 4:17pm 2 Comments

It's easy to make a compelling argument that franchise auto dealers are at significant risk of going through a serious downturn, very similar to big box retailers like Macy's, J.C. Penny, Sears and even Nordstrom. Nordstrom is known for its exemplary customer service, liberal return policy and in-store amenities. The company also prides itself on selling apparel that buyers see as unique, fashionable and worth a premium price. Nordstrom's floor traffic is down, causing serious…


What Do Consumers Think About Service Customer Pick-up & Delivery?

Posted on December 28, 2016 at 2:37pm 1 Comment

The consumer is the life-blood of any business, and franchise auto dealers must implement consumer centric solutions that will encourage consumers to conduct business with your dealership(s).

As you read a few of the customer quotes below, it's important to note that consumers are conducting business with dealers that are geographically located further away, and dealers that are located closer to the consumer aren't winning their business. Why? Dealers that provide Service Customer…


Your Service Department's Strategy for 2017 and Going Forward

Posted on December 15, 2016 at 11:16am 0 Comments

There are a few critical areas that Fixed Operation Directors need to focus upon to ensure your service departments are prepared for 2017 and beyond.

  1. Consumer Behavior: Understand that consumers view auto repair as time consuming, inconvenient, and intimidating. Having a car repaired is one of the last things in the world that any consumer wants to do. Auto repair has become a need basis driven industry, versus a want and maintain industry. Consumers will put…

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