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.