SAT #25 - 🛠 Following Good Examples with Felicia Rey

The choice is yours.

Either bring the energy necessary to be a part of a winning team or not. That decision is made every day, but a new month brings a unique opportunity to reflect and make sure your approach it with a winning mentality. Roll on, ASOTU Fam!

Keep Pushing Back,
-Paul, Kyle, & Chris

INDUSTRY HIGHLIGHT

Felicia Rey: People First, Both Sides, and Being the Leader You’d Want to Follow

This week, Chris spoke with Felicia Rey, the Service and Owner Loyalty Manager for Lynnes Nissan, Subaru, and Hyundai. She shared the story of being “invited” into the industry, growing in confidence and skills under empowering leadership, and passing that support and care on to those she leads every day.

Felica! Thanks for joining me and sharing your story. How did you and the industry get acquainted?

I got into the dealership world through my dad's best friend who was a Service Manager. At a family gathering, he asked me what I was doing, and I told him about my job as a substitute teacher. He made an offhand comment about how I should work for him, even though I knew nothing about cars. He insisted that the industry is about people, not just cars. He said he could teach me the technical aspects, but interacting with people was the more important skill he saw in me. I agreed, filled out an application, and surprisingly, he hired me.

I started as a cashier, and within three months, I was promoted to service writer. After several more jobs, I moved into sales, and in my third month, I sold 38 cars, a record that required the company to revise its bonus structure. I credit my success to the excellent management team that always supported me.

From sales, I moved up to the position of service manager, where I've been since. Many of us at Lynnes have similar stories of starting from the bottom and working our way up. When we say we're a family, we genuinely mean it.

So you’ve seen it from both sides! How do you think that informs your day-to-day?

I learned that you catch more flies with honey than vinegar, and it always pays off to be considerate. If the service team was busy, I'd offer to buy them lunch rather than get frustrated to show my gratitude for their extra efforts. It was a win-win situation where everyone benefited.

I'm curious, does the thrill of working in the service department match the adrenaline rush that often comes with sales?

Sales has its charm as it allows you to be part of people's happy moments. But, in the service department, you witness both highs and lows. People might have had an accident and are concerned about their car's safety or dealing with unexpected expenses like new tires or repairs. It's challenging to manage these situations, but it also provides a broader perspective.

What about the move to leadership?

I’ve worked under good managers who emphasize the importance of family and work-life balance, and I strive to replicate that in my current role.

When an employee faces a family crisis, I would never want them to choose between their job and their loved ones. Even if it means I must step in and fill their role for the day, I'll do it because I believe family is paramount.

Early in my career, when my father was diagnosed with cancer, I thought I would have to quit my job to care for him. The store owner, Julie, gave me the time I needed, ensuring my position and insurance were secure during my absence. Her kindness, mirrored by the entire family, made it easy for me to be loyal and invest in them and the business. They treat every employee with genuine care, and I hope to maintain that culture within our team.

What’s next?

I'd love to continue growing, a mindset instilled in me by Julie, a dear friend and mentor who sadly passed away unexpectedly last year. It was a significant loss, and I contemplated whether to stay in the industry. Ultimately, I decided to honor her legacy by continuing the work where we started together. This drive was reaffirmed when I was selected as one of Automotive News' Top 40, and Nissan asked me to be a brand ambassador.

In the future, I plan to attend NADA Academy, which is a costly venture but something Julie encouraged.

As for advice to others in the industry, I believe in the power of investing in people. It's disheartening when employees are willing to leave a longstanding job over a slight pay increase. It makes me question how well these organizations care for their people.

I believe in creating a supportive work environment. I subscribe to investing a nickel to receive a dime in return. Happy employees are more willing to go the extra mile, knowing their leadership will do the same. Organizations must value their people and focus on growth from the bottom up, investing in people and nurturing their development.

I can't think of a more lovely sentiment to end on. Thank you once again for trusting us with your story and so many great insights.

CONTENT RECAP

Looking Back At The Week

Email Recap:

• Gates Automotive gets spicy! 🌶️

• Mercedes-Benz of Easton hosts the jaw-droppers. 🏎️

• Damian Lillard Toyota takes it to the hoop. 🏀

• Beaver Toyota of Cumming tidies up the lodge. 🦫

Podcast Recap:

Ed Roberts of Bozard Ford Lincoln stopped in to begin our Jedi training. 🕴️

SOMETHING FUN

How Low SHOULD You Go?

Car mods are great! Some help you customize your vehicle so it feels just right, others let people see your creative expression as you roll down the street, then there are the ones that make everybody just ask, “But why tho?”

The world's lowest car is, for us, this wonderful third kind.

Operated by a contorted driver using an iPad viewer, the car looks like a reality-bending videogame glitch that forces one to check the comment section to be sure it isn’t just really good CGI.

The modified Fiat Panda was built by Italian YouTubers, Carmagheddon, using a Fiat body they found in a salvage yard. It sits just 1.2 inches off the ground and is powered by a two-stroke engine (think weed-eater-sized).