Tully Williams: The Evolution of Customer Experience

Fixed Ops Roundtable

What if the secret to success in Fixed Ops wasn’t just in the latest technology, but in the way we connect and communicate with our customers? How does turning the camera around—literally—transform the way we do business? As the automotive industry continues to evolve, so must our approach to customer service and employee engagement. This episode dives into the powerful changes happening in Fixed Ops, led by industry innovator Tully Williams.

With years of experience under his belt, Tully Williams is a visionary in the Fixed Ops sector. As the Fixed Ops Director at The Niello Company, Tully has been at the forefront of implementing innovative practices that enhance both customer and employee experiences. His approach emphasizes transparency, communication, and a deep understanding of the value of human connections in the automotive service industry.

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What we discuss in this episode:

In this episode Sarah Vantine sits down with Tully Williams to explore the game-changing strategies that are transforming Fixed Operations today. Discover how The Niello Company is leading the way by integrating video into their service processes, creating unprecedented transparency and trust with customers. Tully shares insider tips on how paying for excellence can elevate technician performance and drive service recommendation sales. Plus, learn about the rapid success of their new Business Development Center (BDC) and its impact on customer engagement.

Key Takeaways:

• How technician-led videos are transforming customer trust and service sales.
• The benefits of compensating technicians for quality inspections and videos.
• The rapid success of The Niello Company’s new BDC and its impact on customer experience.
• Why continuous improvement and measuring success are essential in Fixed Ops.

Listen to the episode featuring Tully Williams for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Tully Williams

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement