Is your parts department the most neglected, underappreciated, and misunderstood department in your dealership?

In this episode, we sit down with Brian Crossin, an instructor at NADA Academy who brings over two decades of fixed operations and parts management experience to the table. Brian explains why dealerships routinely hand over half a million dollars in inventory capital to their parts teams without providing the formal sales and financial education needed to maximize that investment. In this episode, we cover:

The Sales Mindset: Why the biggest blind spot for dealers is failing to treat the parts department like a true sales department capable of generating service appointments and vehicle sales.

The Phone Call Problem: How mystery shops reveal a severe lack of sales training on the parts counter, despite staff fielding 50 to 100 phone calls per person, per day.

Crucial Metrics: Why tracking "Investment Quality" and the all-important "First-Time Fill Rate" matters far more than just monitoring obsolescence.

Technology & AI: The importance of fully utilizing your current DMS, and how artificial intelligence and machine learning are poised to revolutionize inventory management.

Customer Experience: Why the ultimate rule of fixed ops is to "not make the customer work"—and how to eliminate friction points like bouncing customers back and forth for simple repair quotes.

Navigating Tariffs: Why the parts department's existing systems are already well-equipped to handle the cost fluctuations brought on by international trade tensions.

Whether you're looking to launch a nationwide e-commerce strategy or just want to master the mundane basics of customer experience, this episode is packed with practical insights to elevate your fixed operations.

About VADA:
The Virginia Automobile Dealers Association (VADA) represents franchised new car and truck dealers in the Commonwealth of Virginia. Formed by dealers in 1943, VADA advocates for a regulatory environment that supports fair competition and enhances consumer safety. The association uses its collective power to proactively preserve, protect, and enhance the economic life, relationships, and image of its members across the state.

About NADA Academy:
The National Automobile Dealers Association (NADA) Academy prepares current and future dealership leaders to improve each department's profitability while examining how new technology and innovations reshape the retail automotive industry. Through comprehensive programs taught by industry experts, the Academy provides hands-on practical application to help automotive professionals develop an end-to-end view of business and dealership operations.

About the Guest (Brian Crossin):
Brian brings 21-plus years of fixed operations experience to NADA. Before joining NADA, he was involved in all aspects of dealership parts operations, including 12 years in parts management. Brian’s passion for teaching, mentoring, and process improvement led him to NADA. He is certified in change management and as a Master Trainer by the Association for Talent Development. Brian currently facilitates Fixed Operations 1—Parts Department.

We’re at the halfway point of the Virginia General Assembly session, and the VADA legal team is breaking down exactly what the "Crossover" deadline means for your dealership. Join VADA Live host Dan Carrigan as he sits down with Anne Gambardella, Executive Vice President and General Counsel, and Mimi Perka, Director of Legal and Legislative Affairs, for a Capitol “vibe check.”

From dodging unexpected solar canopy mandates to navigating new employment laws and surveillance pricing, Anne and Mimi share behind-the-scenes accounts of VADA's defensive wins. Tune in to find out which bills survived, which ones died, and how you can make your voice heard at the upcoming Dealer Day.

Chapters:

00:00 - Welcome & General Assembly "Vibe Check"

03:27 - What is "Crossover" and why does it matter?

09:48 - Bullets Dodged: Predictive Scheduling & Surveillance Pricing

12:21 - The unexpected legislative fight over Solar Canopies

15:58 - Broad workplace initiatives: Minimum wage & Paid Family Leave

19:18 - Dealer Modernization Bills & prepping for Dealer Day

22:51 - Right to Repair updates & defeating the tax on repair services

27:30 - The ultimate takeaway for Virginia dealers

About VADA Live: VADA LIVE is the official podcast powered by the Virginia Automobile Dealers Association, offering rich insights and information about the automotive industry in the Commonwealth of Virginia. Join VADA staff, members, and partners for behind-the-scenes accounts of our efforts in the legislature, regulatory, and industry worlds, and stay equipped with everything you need to know to be a successful and competitive automotive dealer in Virginia.

Service advisor turnover is hitting 49%. In this episode of VADA Live, host Dan Carrigan and leadership expert Christopher Craig reveal why "managing numbers" is driving your people away—and how "leading people" brings them back.

Dealerships are facing a massive retention crisis, with annual turnover rates hitting 46% industry-wide. But according to Christopher Craig—an automotive expert and U.S. Army Reserve Officer—the problem isn't just about pay; it's about the fundamental difference between a "Manager" and a "Leader".

In this episode, Christopher breaks down why managers focus on spreadsheets while leaders focus on people, and how flipping that mindset can stop the bleeding in your fixed ops department. He also shares his proven "Rhythm" communication strategy that earned him over 60 five-star surveys in a single month and explains why authority and responsibility must always go hand-in-hand.

Can a used Nissan with over 100,000 miles and a Continuously Variable Transmission (CVT) survive the salt flats of Bonneville and the rock crawling trails of Moab?

In this episode of VADA Live, host Dan Carrigan sits down with Tim Pohanka, Executive Vice President of the Pohanka Automotive Group, to discuss his hit new YouTube series, "Tour Detour: The Good, The Bad, & The CVT."

Tim and two fellow dealers set out to bust the myths surrounding Nissan’s CVT reliability by taking three high-mileage vehicles on a punishing 1,500-mile road trip across the American West. From river crossings to desert sand dunes, they wanted to prove that these cars could handle conditions no engineer ever intended.

Watch the "Tour Detour" Series here: https://thetourdetour.com/episodes