The current set of express service software "would be OK to get the repair order started, but it's not going to get [the experienced advisers] where they need to be as far as talking about what's going to be on a 60, 90 or 120k timing belt, things like that," Gregg says. "For somebody that's been doing it for 25 years, if I were to say, 'Here, you're going to use this thing' they'd say 'No, I'm not. I could have written the book on this thing.' "
Failure, so far, to find the right program to integrate with the store's DMS is what is delaying the full use of iPads across the service lane. What he is trying to avoid is changing his dealership management system, something he admits is "a pain." But for the right software, "one that can be customized to outline the processes I want my advisers to follow," he is willing to do just about anything.
Gregg acknowledges that "change is always hard." He continually talks about using tablets with his team; it's not always a comfortable conversation.
"Of course, there is pushback, but everyone knows that around here you have a choice: You can make it work or you can be promoted to a customer" — Gregg's way of saying they'd be fired.
But instead of playing the heavy, Gregg prefers to rally his troops behind the idea that the iPad is better for them and for the dealership in the long run. It appears to be working. When we spoke a couple of weeks ago, Gregg says his team now "seems pretty open to it." He thinks everyone on the service lane will be using a tablet by the end of the first quarter of 2021.
His months-long lobbying efforts caused Gregg to call upon his more than 40 years of automotive experience and wisdom to get his staff to come around to his way of thinking.
"I don't really like to say you don't have a choice," he says. "I prefer to get them engaged, strategize with them about how we can make the implementation as painless as possible and obtain their buy-in.
"That way, they will take it, make it their own and make it work."