In this episode, Kaylee Felio welcomes John Traver of Traver Connect to discuss what “broken” looks like in automotive fixed ops—and more importantly, how leaders and teams can drive sustainable change. John shares frameworks from sports icons, legendary business thinkers like Peter Drucker, and dealership trailblazers such as Ed Roberts to highlight the power of questioning, mission clarity, and process improvement.
Tune in for real-world strategies to strengthen your parts and service department—whether it’s redefining your mission, zeroing in on your “primary customer,” or getting honest about what’s not working. As John puts it, “When you get your mission right, you have an unfair advantage.”
This episode is packed with actionable insights for parts managers, service leaders, and anyone passionate about moving the dealership world forward.
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Takeaways
Start by asking “What’s broke?”
Define your mission—the simpler, the better.
Document and improve your core processes.
Chapters
00:00 "Slowing Down to Go Fast"
04:12 "Mission Before Plan in Business"
09:50 "Patience in Product Development"
11:58 Understanding Automotive Secondary Customers
16:13 Streamlining Appointment Scheduling
19:13 Ed Roberts: Solving Technician Shortage
22:40 Relentless Improvement Competitors
23:32 Embracing Growth and Improvement
26:38 Improving Process Efficiency
Kaylee Felio
LinkedIn: https://www.linkedin.com/in/gotopartsgirl
Website: https://www.partsedge.com
