ABR weekly covered three pressure points: service CP hours/RO (2.69 → target 3.0), a systemic Q5 differential warranty mess (OEM visit Oct 27), and VCA behavior still not trustworthy for sales (Lance has provider meetings Oct 5–6). Marketing asks are concrete: Q8 price up another $1k, add 3 years free maintenance on all 2026s, MSRPs on new listings, push executive demos (27 used 2025 Q5/A5). Mastermind (~$5k/mo) goes on a 3-month eval against Lance’s reporting stack. Used vs service trust conflict is open — no resolution on the call.
Apr–Jul average 2.44 hrs/RO; last two months 2.69 after lost-opp callbacks + discounts.
Target customer-pay: 3.0 hrs/RO. Close needed work on-site; promote 0% financing on repairs.
Warranty claims low vs peer average — possible under-claiming (esp. differential). Better advisor interviews / complaint lines.
F&I
Last month: $2,600 per copy, 64% finance penetration — big step up.
Discussion: reintroduce finance fifth on used toward $3,000/copy month.
Q5 differential · warranty
Recurring Q5 diff issue; trades coming in unfixed. Flush ~$600; full replace ~$2,500 often house cost if warranty path fails.
One Q5 in service ~1.5 years; new module expected, no contingency if it fails.
OEM frames as “feel,” needs customer complaint before warranty — blocks proactive fixes.
Plan: Sam & Mark visit Oct 27; schedule Terrence on Q5 diff + broader warranty policy.
Used vs service friction
Used feels jammed by service quotes on trades (TPM sensor price gap vs outside Lincoln; $5–6k quotes on $17–20k cars; $189 to plug in a battery).
Trust in internal tech quotes is low; outside shops sometimes preferred. No collaboration plan locked on the call.
Diag principle agreed: when diag requires disassembly, roll into repair / credit diag against repair — thresholds still undocumented. UCI checklist to be shared with full transparency.
VCA / AI BDC (Lance)
Leadership: current config not clearly helping sales; verbiage weaker; risk of pestering.
Hard problems: stops forever when salesperson engages; no clean re-engage after dead deal; pause is minutes not manual; dual phone numbers still a confusion risk.
Friday change: stop on salesperson contact (to stop fighting the sale). Need post-inactivity re-follow parameters (Podium-style).
Lance: meetings with provider today and tomorrow (Oct 5–6) on pause, re-engage, status/hot-cold controls. Group-wide wait-and-see — cost of waiting is real deals.
Marketing / inventory
Q8 price up another $1,000.
Add 3 years free maintenance on all 2026 models across promotions.
Move executive demos: 27 used 2025 Q5s/A5s — dedicated page + ads live; feature large “up to” discount figure.
Sales: put MSRPs on new listings to show discount vs list.
Lance: newsletter + offer email link for review; analyze AI/search ad options and any SEM shift with data.
Reporting / tools
Managers want customer contact fields on Lance sales reports → “save-a-deal” coaching view — Lance said possible.
Mastermind ~$5k/mo: evaluate cost-effectiveness over next 3 months vs Lance tool (criteria not locked).
New sales/service app: lead dashboards, manager assign service leads, round-robin, emulate user views; print still 10–12 pages/person — need compact layout / digital logins.
Open actions
Owner
Action
When
Lance / Coop
VCA pause, re-engage, status controls with provider
Oct 5–6
Lance / Coop
Newsletter + offer email link for review; free-maint + Q8/MSRP creative pass
This week
Lance / Coop
AI/search ad options + SEM recommendation with data
Follow-up
Lance / Coop
Customer contacts on sales reports (save-a-deal)
Build when scoped
ABR / Lance
Mastermind 3-month ROI eval criteria
Next 90 days
Service leadership
Share full UCI checklist; diag credit rules documented
Soon
ABR leadership
Q5 diff with Sam/Mark; schedule Terrence
Oct 27 + schedule
Sales
MSRPs on new listings; exec demo “up to” discount treatment