Books with a fixed ops seal of approval

Automotive News asked fixed ops directors and service managers for their favorite books to improve performance, streamline processes and motivate staff. Here are some reviews.

Scott Gregg, Fixed operations director, Tucson Subaru, Tucson, Ariz.

Customers for Life: How To Turn That One-Time Buyer Into a Lifetime Customer by Carl Sewell and Paul B. Brown

I spent 16 years at Sewell Village Cadillac, part of it during the time Carl wrote his book, Customers for Life. I can tell you it is 100 percent the real deal. That was the culture at Village and at all his dealerships.

Carl's book was not only relevant when written but is still very much relevant now. Carl's book is an easy read with so much wonderful information and some humor. It makes sense, and it works.

The gist of it is, you treat customers right and they will come back to see you again and again. Carl lived what he wrote. Most days he would walk through the entire dealership, greeting everyone and asking about them and their families.

Allie Peters, Fixed operations director, Cavender Auto Group, San Antonio

It's Your Ship: Management Techniques From the Best Damn Ship in the Navy by Capt. D. Michael Abrashoff

This is one of the first books I received when I was a new service manager. The impact this book has made on my career and my life is immeasurable. The book is the real-life story of how Capt. Abrashoff transformed the underperforming crew of the USS Benfold. It is one that has made me the leader I am today, and it is one that I continuously come back to review and refresh. I read it at least every other year.

By looking through the eyes of his crew and empowering them to truly believe it is their ship, he was able to provide an exceptional experience for his crew (one that other ships heard about and wanted to be a part of) and produce a top-performing team — more than the Navy at that time thought was possible.

My biggest takeaways from this book are:

• Expect the best from your crew, and you will get it.
• Eliminate a performance ceiling by creating a supportive climate that encourages sailors (associates) to reach beyond their own expectations.
• If all you give is orders, all you will have is order-takers.
• In general, bet on the people who think for themselves.
• Empower your people, and at the same time, give them guidelines within which they are allowed to roam.
• Trying takes grit, builds skills and breeds courage.
• All managers should nurture the freedom to fail.

Damon Egan, Service director, Sherwood Ford, Sherwood Park, Alberta

The Goal: A Process of Ongoing Improvement by Eliyahu M. Goldratt and Jeff Cox

The Goal is a compelling and insightful book that offers valuable lessons in the field of operations management. It presents a fictional story that engages readers while effectively conveying key principles and techniques for optimizing business processes. The book emphasizes the importance of identifying and focusing on the goal of a company, using the concept of throughput to drive decision-making and improve overall efficiency. With its practical approach and engaging narrative, The Goal serves as a motivating tool for me and my team seeking to enhance productivity and achieve success in our department.