Brian Benstock: Provide Concierge-Level Dealership Service

Brian Benstock is a Partner, General Manager, and Vice President at Paragon Honda and Paragon Acura in Queens, New York. His leadership has led them to be the number one certified Honda and Acura dealer globally.---> Register for the upcoming Fixed Ops Roundtable Event <---What Ted Ings and Brian Benstock discuss in this episode:Brian has been able to remain ahead of the curve by providing concierge-level service, pickup, and delivery.Rather than complaining about evolving markets and consumer behavior, Brian chose to be inspired by the likes of Amazon and Google and look deeply within his dealership's operations and ask, "What would they do?"Change doesn't happen overnight. Brian recounts gathering his team together in 2016 to identify and provide solutions to the current challenges they faced in the market. "We went through a number of iterations and thoughts."By examining Amazon and Google, Brian shares a funny-but-true reality. The difference between the two giants is that Google brings a customer to the product through search, and Amazon brings a product to the customer.Brian chose to be inspired by this simple philosophy and began to examine whether or not there was a way to bring his services closer to a customer — to make the process more convenient for them, in a way that matched their lifestyle. This led to the dealership strategically placing drop-off service points throughout the city where service advisors would pick up cars and bring them back to the shop for service. Doing so made car repairs and maintenance more accessible to the general public because they can pick a location that was nearest them. This led Brian's team from 600 car pickups per month to over 1900.Brian suggests that dealers keep an eye on the horizon and anticipate what services trends are coming with electric vehicles. "You want to make sure you are involved heavily in those areas."Listen to the full episode for even more insights from Brian Benstock.Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts and don't forget to click the subscribe button!Thanks, Brian Benstock!Connect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement