¶ From Cashier to Service Advisor
Yeah , so now I guess I'm the only one that doesn't have to drive to and from work every day .
This is auto collabs , kyle , now that you're home , that's what it is .
That's what it is , how long is your commute .
He's like from the kitchen or from the bathroom right 18.3 seconds . Wow , that's a long commute . Actually , that's a big house you live in , imagine the house upstairs and it Upstairs in the morning takes you 18 seconds to walk across at regular pace . That's a really big house .
I mean think about it , like in the morning going upstairs , like that's a tall ass . You know Cirillo , actually he'd barrel rolls into his office , it's a lot . He's got a lever that like lifts him up onto it .
Just I'm like that care that flips up and flips him into the office .
No , I'm . I'm that character from the movie hook , that big dude that does the cannonball and lifts his legs over his head . He's like and Kara just rolls me down the hall .
None of that has to do with the fact that we are hanging out with our new friend , felicia Ray , today . She she spent a little bit of time in the industry . She's got a little award We'll probably talk to her about .
She's been around the a so diverse and that's about all I think any of the three of us know about her , which is which is that queues up Typically agree , I'm gonna have too many service people on the show which is exciting , that's true which is super exciting .
Well , we hope you enjoy our conversation with Felicia . Hey , felicia , thank you so much for giving us some of your time today . You're obviously at work and trying to get something done as well . Yes , but thank you for having me .
I really appreciate it . It's great .
I love your accent already out of the gate because I grew up in South Philly and then moved to New Jersey , so I've already picking up the accent . Tell us about where you live and where you commute to every day . That's a , I think , a pretty interesting story .
Sure . So I live in the Poconos of Pennsylvania . I travel an hour and a half one way to Bloomfield , new Jersey . I've been doing it for four years . I really was always supposed to do it for about two weeks , and but hey , why ?
was it just two weeks ? It was just I was supposed to be helping set set it up .
I was at a sister store which is a less commute it's only an hour . So yeah , it's supposed to be two weeks Four years later , All right , so how did so ? Was this like your ?
first foray within , within automotive , or was this you've ?
been you've been an automotive for a hotman .
I've been an automotive for a whole of ten years .
So I started as a cashier , like I said , in my sister store . I worked my way up . Within three months I became a service advisor , did the rental department warranty . At one point my owner asked if I would learn the BDC . So I did that . I started to sell cars . So I've seen both sides of the service side . I've seen the sales side .
So I'm guessing you like the service side more because we're here in like back there in the back , right yeah , they're all back there , nice , nice .
So what like ? Give me the ?
service side more because I'm here in like Nice .
So what like give give us some perspective , because a lot of people don't you know when you think about Going . You came in as a cashier , like that's a very , very frontline kind of entry level job within the auto industry , and so give us some perspective on , like as you made those moves .
What did it feel like to like constantly learn and train in a different environment , because I think that's just a perspective that some people don't have is like progress from that position ? Sure , you know , yeah , so I didn't even want to start in an automotive .
I actually have a teaching degree and I was substitute teaching . I Completely different , completely . She's like third graders . That's why I do great . Yeah , that's right .
The service department .
So my dad's friend was the first one to come in .
Um , so my dad's friend was the manager at that store and he needed someone . And I said you know , I'm substitute teaching . And he said come work for me . I said I don't mind about cars . So when he he offered me the job , I said this is ridiculous , why would you put someone who doesn't know about cars ?
And he looked at me and he said because you know people , I can't teach people . I can teach cars , you'll be fine . What you have is what I want .
And I said , oh , and he , you know it was my Nephew's birthday party , so he was talking to me , you know , on and off throughout the five hours and finally , at the end of the party , I said fine , I'll see you Monday .
Fine I .
Just felt so badgered . I said go ahead , I'll see you Monday and I went . I thought of my application . He called me two weeks later and he offered me the job . I said are you sure ? And my dad goes . You know the kid . The kid's not that smart when it comes to cars . She doesn't know a thing , you know .
And here's my dad calling you know , and he's like that's okay . That's okay , he's like Tony the kid is . And it's true . I mean I was that type . Put the key in because I'm that old . The key went in . I didn't have a father at the time . I heard it and I won . You know that . That was it . That was the start of it . And he did .
He made sure that I understood the programs . I understood , you know , what was needed . Recommendations had to talk about it even when , you know , three months in and they asked me to be an advisor because they had a hole in their roster . They decided they needed three instead of two at that store . I said Are you sure ?
again , Again with this right , that's what I said . So anytime my owner because the owner actually came and asked me to do it , the change so anytime my owner , julie Tozo , would come down and ask me to make a change , I would say , listen , I'll do it , I'll learn it , but if it doesn't work out , you can't fire me .
I got to go back to my old oh you'll be fine . So she would come down and go . The warranty administrator . I got pregnant , I need you to learn warranty and I'm like no , no no , no , no no no no , no no , no , and she's like you'll be fine , I'll be fine , okay , do you ?
understand . This is how GM's are born . You really understand the path that you're on . It's a good one , it's a great one .
You know literally every part of the store .
I know , I know . And then I had a friend that did finance so he asked me to clean his deals because when I was selling cars it would be slow at night . I'm like , all right , I'll clean your deals and then I take the parts classes , because it's literally behind me , so I take the parts classes . So I Seen a few things in my 10 years .
What is it about you that Doesn't throw up your hands ? Every time this happens ? I said , oh well , now they need me to do this thing . I didn't sign up for this because you know , like most employees , like that employee mindset is like . I didn't sign up for this , I signed up to do X and that's all I'm gonna ever do .
Like the McDonald's employee . When I was in fourth grade I asked them for some napkins and they were like I haven't been trained on that , You're not that .
Difference in mindset give us that . Just , I don't mind trying . I , you know I'll definitely take a look at it . I like learning , obviously as a teacher , that was something that I was big on still have , I guess . So I don't mind taking the classes . You know a lot of people go oh , more classes , bring them on .
There are times that , you know , whatever the manufacturer because , like I said , I do work for an auto group puts out classes , okay , I'll do it , no problem .
Have you always been that way ?
Yeah , I mean , I used to read my sister her book , so she didn't have to for her book . You know , there we were reading together . My mom was what's going on here and meanwhile she's older . My mom goes . I don't think your sister should be reading that .
That's amazing .
You're like no big deal , it's just a CT prep right , you know , when she went to college became a real problem .
Okay , so how do you so then ? Now you're leading a team and Like , what are you doing to instill that same type of mentality ? Because I'm sure , like you've recognized , that if you have that mentality allows you to grow and you can do that for others , they have the ability to grow around you .
Are there like practical things that you're doing to pass on that level of engagement with your role ?
To others so that I could sign them up for classes with the manufacturer . Anytime those classes come available , I'll send them . You know , I don't know how well you can see that calendar , but they go to class every month . If I can send a , I'll send a . If I can send to , I'll send to .
But we have an emphasis on completing your ASEs , completing the manufacturer guidelines . You know you have to stay current and a lot of times people go oh , I already know about it . Well , now things are evolving . Customers have evolved , cars have evolved . It's no longer I can do it , no problem . No , you have to learn how to do these things .
You can call yourself out anything under the sun , but unless you have the training and the education to back that up , it doesn't stick .
So you recently were given a pretty distinct honor in the industry automotive news 40 under 40 class of 2023 . Congratulations , thank you . Can you tell us about that moment when you found out that you were selected ? Did you know you were in the running or did you just get a random email or phone call ?
They send you an email , they tell you you were nominated . And I didn't want to say anything because I didn't think that that would be a whole thing of anything of substance , because I said there's no way Unless , you know , 39 people are rocks there's no way that I would be there . It can't be that . It's not .
And if it's a small store , you know it's not huge . I said I'll go through the motions . At first I wasn't even going to do it and I did . They asked you to fill out this paperwork and you go through with it and then you wait a month and , as it happened , I was actually home . I had taken three months off because I had fat and sick .
I had a stroke in March and a blood clot . So I've been working from home for all these months . And then I get this email and it says what I wanted . I'm going huh .
¶ Understanding and Celebrating Professional Success
So I'm trying to explain it to my parents and my dad , for whatever reason , he doesn't understand what I do . You know he's always very confused .
He knows , you don't know anything about cars , though . Yes , very clear on that Right , even though now Very clear on that .
Even 10 years later , I'll tell him like , oh , that sounds like this , he goes . I don't think so , kid . Let me take a look what it is I'm being mad at .
Well , we have your dad here . We're going to bring him into the show .
I'm just kidding , she knows nothing .
Right , you should . I wish he was here because he'd hopefully be like what ? Even at one point my sister came by to my place and she interacted and stuff and she went back and she goes . Hey , you know , fete's kind of important at her job .
He goes , she answers phones all day and I was like look , I got a phone right here , I can answer it too .
Yeah , she's like you know , she makes decisions , he goes . She can't even pick out ice cream . I'm like you know .
I love your dad , you're bringing him to his motor car .
We're putting him on stage To be fair . Of all the decisions to make ice cream is one of the hardest I know .
But I tell him work , felicia is different than home fee . And he goes no , no , I know .
So that's , amazing .
So you got the email and you're like what ? You got nominated , you're like what ? And then what happened ? Like what was the ? What was the ? Give us a window into it , because I've never won Michael's , never won Kyle's never won .
Got a few years left , correct , I'm out . I'm out of the dealership . I got to go work at a dealership again .
Someone was correcting us . Yeah , I won the Canadian one .
Yeah , but what is it ? What was it like ?
There's forty eight , that's like like that's thirty six point six under thirty six .
No , he got that take the conversion Ten to one , ten to one , Four under four .
Yeah , oh sorry , this is another thing we do on the show Felicia mine was different , though .
Mine was like there's nobody else Head down here .
I got it . The rest of them speak French and we couldn't translate .
This one already had the name Michael inscribed on it . Pay no attention to the last name , so we're sorry to interrupt you with no , you're fine .
So so tell us what it was really like . So you got the word and then they let you know . Hey , you won Right . What happened in the store ? What happened ? You know what happens where you're going some dinner . What's going on ?
You can't tell anyone . It has to be a secret until their article comes out ?
Do they threaten you with anything Like if you tell anyone ?
OK , we will make sure you never work for another dealership in the back .
No , they tell you , hey , you won , but you can't post it , you can't talk about it , so it's a secret . So obviously , like I said , I told my parents because they don't know and they're looking at me and my dad goes . But for what ? Huh , you know back and forth I still can't be .
So I waited by then I was back working full time in in the house as opposed to working from home . So I waited until the article came out and I mean I think it was like 7 am my GM texted me and he goes is this you ?
You know he didn't know he goes what happened .
How did I know ? And I'm like they told us not to say anything , you know , but someone else had sent it to him . So I started trickling down . These corporate was really thrilled . I mean , my field manager just left . He just left me with a box of Nissan goodies and all sorts of things .
I mean it's been like a month long celebration , so it's definitely interesting . And he go wow , this is fanfare , that I definitely didn't expect , but it's definitely appreciated .
Oh , that's so cool . So what was like ? Was there something that that has happened in your career , or something that kind of tipped the edge , you feel , or a story that that kind of that other maybe other people can learn from or lean on , that that you've seen success in , either in your department or or , like , through your career ?
I think it's just like you said wanting to learn and connect , because it's very easy to sell someone one car , it's very easy to fix one car , but in order to sustain it , you have to be the person for the person . So I want . When I was selling cars , I didn't want to sell you one car .
I wanted to sell your wife a car , your neighbor car , your dentist a car . When someone said I need a car , I wanted to be the person that you thought of , which meant that I had to take care of you because it's earned . It's not a given that you will be a referral .
And in the same aspect , the same thing with service is very easy in the business to what they say Cleave . You can cleave someone . You can tell them that they need stuff that they don't need , and then my work once or twice and eventually they realized that they didn't need those parts changed .
¶ The Impact of Culture and Accountability
This didn't make any sense . That didn't make any sense . And for what ? Now I got to try to get back into your good graces , and that's 10 times harder because at the end of the day , when my dad was saying the kid doesn't know anything , what he said to me was listen , you're going to get tempted to do things , but you have to go to sleep at night .
Don't do anything that makes you stay up at night . So you stay with the integrity , you stay with the honor , you be transparent and you be respectful , because it is when you get into the car business . Sometimes it's fast , easy money and before you know it , people are doing all sorts of things and you're going what ?
He doesn't need a transmission , oh , that's fine , I'll just go outside and do that . I have friends who are at dealers and independent shops where they do that . But at the end of the day , my integrity is too much of a value to me , so I don't believe that .
Well , I love it because , as I look at your title and you've done a Saturday email with us where we've highlighted your story and I look at your title , it's service manager and the second part of your title is and owner loyalty manager , right , which is like that's a big deal for me to pin to put that title with service manager , because it really is .
It's a . It really understands the life cycle value of a customer , and so it's like , hey , we're gonna make sure that someone's paying attention to that at all times . What about your role allows you to pay attention to , like owner loyalty as a service manager as well ?
There's . I deal with all of the customer , either phrases or complaints , and I also look at it . It boils down to people and people are my staff and people are my customers . So I have to make sure that the staff is taking care . You know , on a hot day we make sure that there's water Gatorade . I mean , I rented an ice cream truck .
You get what you want .
You want an ice cream sandwich and a popsicle Get both , get both . I don't mind , I love it , I don't mind , but these are the things .
My kids are gonna listen to this part .
It has to be like we're moving to Jersey .
I'm working for the Nissan store . Come on , those are the things . You know and you go , it's just ice cream .
But I recognize that they're hot . I recognize that they're working in a you know , 150 degree . They feel shop . They're the ones turning their wrenches . Yeah , let's see what they're gonna be .
I'm telling you when I was in the dealership there's nothing that a frosty can't solve . You know , like you come back with two fistfuls of like stacks of frosties just ready for people . That solves so many communication breakdowns , you know yeah .
They're thirsty . You know , every month we have at least something . This month we're trying to get them to rent out a movie theater to watch Gran Turismo For the Nissan , you know . So we're trying to do that . We've done , like I said , the Thanksgiving thing , that's definitely one . If it's Valentine's Day , I get heart shaped pizza .
It's Halloween , I get Jackerland and pizza . You know .
And dress like a pilgrim .
Yes , yeah , I don't mind , we got costumes for them all , you know .
Are you guys hiring ?
To me , I guess .
Asking for a friend .
Yeah , cerillo and my kids both love ice cream .
That's the point here I could see them , indian style , just sitting around like trading Lego tips . Right , yeah , I love it . Felicia , what is your aspiration in the industry ? You've obviously done so much and you care so much and you see the industry for what it is . What's your goal ?
I want to keep . I don't like to stay stagnant for very long , so I keep advancing . I love to learn . I'd love to go to NADA that's something I mentioned . Julie Tozzo earlier . She was one of the owners . Unfortunately , last year she passed away unexpectedly and she was a mentor for me .
And I'm going oh man , do I stay in automotive , Do I go back to teaching ? And ultimately , after this year I said I'm exactly where I should be .
Yes , I'm glad you said that , because we were about to launch a full campaign to keep you in auto .
No , it took a while because I said do I leave , do I not ? It was a real blow . It was a real blow to the dealership , it was a real blow to me . Like I said , she was my mentor and friend and I did . I just said you know what this is ? It she's still here and I follow what she has taught me , you know , and that's what she wanted .
She wanted me to go to NADA , so that's all I'm saying Not the event , but the academy .
Is that what you're saying ?
Yes , the academy . Yes , Well , actually , with 40 under 40 , I think we have to go to the event in Vegas , so we'll see you at the event .
but NADA Academy will also be at a Sotucon so you can meet a lot of the instructors and see them there and like , oh nice , grease those wheels a little bit while you're there .
Well , I've been saving my pennies . That's a costly endeavor , but I would say my pennies and I would like to make that happen in her honor .
So that's awesome , amazing Well , felicia , we thank you so much for spending a little bit of time with us . Your energy is infectious and we can see it in the ice cream , shocks and pilgrim outfits that you have at the store and I'm sure your employees love all of it too . Congrats on the 40 under 40 .
Thank you and , like I said , thank you so much for spending a little time here on AutoClub .
Thank you . Thank you so much for having me , guys . I really appreciate it .
Okay , about that commute , gentlemen , I used to have a commute that was similar .
I felt so bad for her in that moment . I was like on the verge of tears .
She doesn't look like she feels bad for herself .
Not at all . She's pumped and that's what I love . I'm like for you to commit for that long , for four years , to do in the hour and a half drive Each one . I mean , she said she loves her job . There's some people that are like , oh , I love my job , and you're like , yeah , right , she loves her job , you know ?
And just to think about the inside of like , yeah , I'm gonna take care of my employees this way . I wanna make sure this month we're doing this thing . This month we're doing this thing . They're always getting engaged and firing , but also I'm gonna lean on them .
I'm gonna make sure they're always doing their tasks , they're always doing their tests , they're always taking and learning right . That balance of like , yeah , we're getting down to work , but also we're gonna have a lot of fun .
Key clutch , it works best , right ? Well , it's like that balance . It's weird that somehow in the last five years , showing up to work became less about work , like I think the lines got crossed because there's so much conversation about culture and servant leadership and this , and that that people started to go .
Oh , so like I just have to feel all warm and fuzzy here , no , like we're here to work . And I feel like she struck that balance of hey , I'm here , I'm here for you , I'm here to support you , we're gonna do some fun stuff . So this is amazing place . Culture also , I'm gonna hold you to account . You're here to perform , you're here to work .
And honestly , I think we're seeing a resurgence of this topic , of where employees actually desire that level of structure and accountability . They wanna know what's expected .
Yes , well that's the big lie in culture right , that working hard is somehow takes away from your life like investing yourself . But the reality is hard work in a great environment is one of the most fulfilling things . Yes , you go home tired . Have you ever gotten tired after a workout ?
Never .
Never have you ever got tired , kyle , after a 10 mile run ? Like no , because I think Seth Godin said it . He's like no one will ever write a book called how to Run a Marathon without getting tired . But when you listen to the people who have done it working out I've heard about it they would say it feels really good it feels .
so good it feels really good to know that you worked hard towards something productive and it's done . So I think that's one of the lies that's out there in culture and I think she's just proving it wrong , right , and I bet the environment in her shop also reflects that Absolutely .
Yep , amazing conversation with our new pal , Felicia Ray . I keep on to say Felicia Ray , I don't know why . Maybe it's the no , no , no , no , noe Jose behind me . We hope you enjoy this conversation on Auto Collabs On behalf of myself , Michael Srillo , Paul J Daly and Kyle Mount Seer . We'll catch you on the next episode .
Sign up for our free and fun to read daily email for a free shot of relevant news and automotive retail media and pop culture . You can get it now at asotucom . That's asotucom . If you love this podcast , please leave us a review and share it with a friend . Thanks again for listening . We'll see you next time . Music . Welcome to Auto Collabs .
Ha ha ha .
Why are we recording ?
Ha , ha ha .