Ep. 665 - Why Fixed Ops Isn’t Back-End—It’s the Backbone, with Nicole Dolphin

The Dealer Playbook

In this episode, my guest is Nicole Dolphin, Retail Development Manager at Groupe Touchette, and we’re digging into the part of the dealership that doesn’t always get its fair share of attention—Fixed Ops.

Nicole shares how the service department isn’t just about oil changes and tires. It’s a relationship hub. It’s where trust is built (or lost). It’s often the reason someone decides to buy their next vehicle from you—or not.

We talk about how dealerships can better introduce customers to the service side before problems happen, what most teams get wrong about customer handoffs, and how to make your fixed department feel less intimidating for first-time visitors. Nicole also shares her journey from receptionist to parts manager in luxury stores and what she learned about emotional intelligence, leadership, and navigating a male-dominated industry.

If you’re trying to figure out:

• How to actually retain customers long-term
• What emotional intelligence has to do with customer loyalty
• How to develop your people without micromanaging them
• Why knowing where to park can make or break a customer’s trust...

...you’ll want to hear this one all the way through.

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This Episode's Sponsor
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Chapters

1. Ep. 665 - Why Fixed Ops Isn’t Back-End—It’s the Backbone, with Nicole Dolphin (00:00:00)

2. Introducing Nicole Dolphin from Group Touchette (00:00:26)

3. Value of Service Department for Retention (00:01:51)

4. Creating Comfortable Service Experiences (00:03:42)

5. Nicole's Journey in Automotive (00:05:41)

6. Emotional Intelligence in Management (00:09:35)

7. Handling Difficult Customer Situations (00:16:23)

8. Building Better Teams Through Mentorship (00:19:44)