Robert Fleites's guest appearances

Robert Fleites

Miracle CDJR Podcast

Miracle Ford Podcast

Kim Baker

Marty Denson

Mike Woodruff

Joe Smith

Jim Morgan

Ben Harvey

Wayne Hill

Amy Bryant

Victor Williams

Ryan Baker

Tim Galvin

Kathleen Barrett

Marcy Miller

Mike Olari

Kenneth Thomson

OwlTail

Welcome to the 7th episode of our weekly podcast here at Miracle Chrysler Dodge Jeep Ram! In this episode, we talk with Robert Fleites, the Parts and Service Director at Miracle Auto Group. Topics Discussed: Robert’s BackstoryTechnology in the Service DepartmentSolutions in accessorizing your vehicleWarrantiesThe Miracle VIP Advantage ProgramWhat makes Miracle DifferentTop questions that people ask in the Service and Parts department Transcript John Haggard:       00:02          Welcome to the Miracle Chrysler Dodge Jeep Ram podcast, where each week you’ll be able to learn the best ways to purchase lease service and maintain and sell your vehicle for the highest resale value possible when you’re ready, as well as accessorize your vehicle. I’m your host John Haggard and throughout each month, right here we’ll have different team members join us from Miracle to bring you tips you can use. And by the way, we will also post a transcript of each podcast so that you can easily refer to it for information that you would like to have right there at your fingertips on this podcast. John Haggard:       00:33          Today we’re talking with Robert Fleites. He’s the Parts and Service Director at Miracle Chrysler Dodge Jeep Ram. Hey Robert, welcome to the podcast. Robert Fleites:     00:41          How you doing? John Haggard:       00:42          Doing great. You know, a lot of people always want to know who is the man or the woman behind the curtain. And so the folks who could know a little bit more about you, Robert, tell us, where’d you grow up, by the way? Robert Fleites:     00:52          I grew up in south Florida. John Haggard:       00:53          So how did you get started in automotive service and repair? Robert Fleites:     00:57          I got started as a young man. When I finished high school, I joined the, Ford asset program. It’s about a two and a half year program. When you graduate, you have an associates and automotive and then you go to the participating dealership that trained you and, and started off as a technician and then moved my way up through the ranks, from a Technician to an Advisor to the Service Manager to a Parts and Service Director. John Haggard:       01:23          All right. As you look at technology, that seems to be one of the big things that when people are ready to trade, maybe it’s been two or three years, technology is moving so fast now these days. In the service department, compared to maybe just even three years ago, is there new technology in repair as well? Robert Fleites:     01:40          Oh yes. That technology changes quarterly, believe it or not, or yearly for sure. That’s why our technicians have to keep a certain level so they can perform certain repairs. So the training never stops. John Haggard:       01:54          Right. Right. And so what would be, if you were going to tell someone, hey, here’s one of the coolest things that’s going on now in repair that we didn’t have before. Something that’s new in the technology area, what would that be? Robert Fleites:     02:05          Man, there’s so many things. Technology-wise, I mean pretty much the car tells you everything. When it’s due for service, it’s got all kinds of icons or lights come on that’s gonna prep you on what’s going on with the vehicle. And even if the vehicle’s not operating the way you should at that time is going to notify you. So it’s really, really good for the consumer. John Haggard:       02:27          Gotcha. And so a lot of people, at least some people like to accessorize their vehicle. And what about the inventory of accessories? What do people like, what’s exciting that you can put on and accessorize a vehicle with? Robert Fleites:     02:41          Well, we’re fortunate that, with our lines, we have the Jeeps and we have the Rams. And even with our Dodges, most people, depending on the vehicle with the jeeps, they like to accessorize. Mostly the whole vehicle, you know, lifts. We do a two and a half inch lifts, four inch lifts, six inch lifts. Plus you might have guards and your bug deflectors, rain guards, weather mats, so many things… roof racks. So, with our line people do like to accessorize and, and we have everything in inventory, and on the Chrysler side it’s all Mopar or we do have the option if you do want to go after market as well. John Haggard:       03:22          And you know, some people think, well with accessorizing I’m going to need to take my vehicle somewhere else. Or is there another company that does that for Miracle. Do you do all the work there? Robert Fleites:     03:31          We do all the work here in house and all our technicians are trained on the installation. And it comes with the factory warranty when we do the Mopar accessories. John Haggard:       03:41          Right. Okay. And as we talk about warranties today, there are all types of warranties you hear about what they call aftermarket warranties or dealer warranties or manufacturer warranties. If you’re just going to say, look, here’s what you need to know about warranties, what would you say? Robert Fleites:     03:56          Well there are many different warranties that come with the vehicle. But basically when you purchase a brand new vehicle, the non wearable items, those are covered for three years, 36,000, bumper to bumper. Powertrain on all the new vehicles is five years, 60,000. But then we offer an after market warranty that we sell at our store. There’s the premiere warranty and then you can extend that up to a hundred thousand or seven years. 100,000. So there is many, many different options. And then you have the emissions warranty that comes from the factory, which is eight years, 80,000. And then you have your rust and proof a warranty that goes up to a hundred. So there’s many different, and depending on the model as well. John Haggard:       04:37          Now you have a VIP program. I understand that’s been changed or upgraded recently. Tell me about that. Robert Fleites:     04:45          Well, that is any customer that purchased a vehicle from us starting August 1st, they get a lifetime power train warranty as long as they own the vehicle. And then there’s an app that we would install on the customer’s phone and they can accumulate points that they can use those points towards service. And every time they come in for a service. John Haggard:       05:04          Like a discount? Robert Fleites:     05:06          It’s like a rewards program for our customers that they can use at the store. John Haggard:       05:12          Now, Robert, what if someone did not purchase a vehicle from Miracle CDJR or the Miracle Auto Group? And in terms of the rewards program that you are talking about there with VIP and the points, how does that work? Robert Fleites:     05:25          Well, when they come in for service, the advisor is going to ask them, that we’re gonna make them part of our rewards rewards program. We would then install the app in their phone and they can start accumulating points for future services. John Haggard:       05:40          Now back to vehicle repair. Some people say, well there are factory original parts, OEM, Mopar in the case of Chrysler. Or if someone says, you know, I just don’t want to spend the $400 or what it is for that part. And can you sell an aftermarket part? So I wondered what are the options for a person’s budget, I guess in the service department to be able to do what they want to do. Robert Fleites:     06:03          A lot of our vehicles are outfitted so you can purchase them already with all the accessories on them. When the vehicle comes with the Mopar accessories, all those accessories come with a three year 36,000 mile warranty cause they were installed before the time of purchase. If we install these items after the time of purchase, then you get a two year unlimited miles on the Mopar accessories. Now we do have the aftermarket cause some people don’t want to spend that much on the, on the Mopar portion. And those come with, on the average, a one year, 12,000 mile warranty on the parts and not the labor. John Haggard:       06:39          All right, so really, basically if you’re paying a little bit more for the warranty is because it’s factory, it’s a factory part, Mopar part, Chrysler part if you will. As opposed to a third party company saying, well we can manufacture that part. Would you say in today’s market or the aftermarket parts as good as the factory parts for the most part or can there be some real differences there? Robert Fleites:     07:03          No, there could be some differences, depending on what you want to do with the vehicle, we recommend to go with the factory parts. If you’re going to go a little bit off the road and those types of things. With the after market, it’s more for looks than anything else. John Haggard:       07:18          Gotcha. What would you tell people overall, Robert About Miracle Chrysler Dodge Jeep Ram, if you know they’ve got a lot of choices out there. A lot of dealers they can go to, but for service and accessorizing with the Miracle Auto Group, what is it about your operation there compared to everybody else who says, Hey, we’re the best we can do it too. Why should somebody come there to Miracle? Robert Fleites:     07:41          Well, we’ve been here for a long time, and we take care of our customers… whatever it takes to make it happen. A lot of times in the retail business, things go a little south when repairing a vehicle, especially then everything is so high tech. But we’re gonna back up our work and we’re going to back up the product that we sell and then we’re very family oriented and we don’t want anybody else going to anywhere else. But here, especially if you live here locally. John Haggard:       08:06          Is there any other question that people ask a lot when it comes to service or accessorizing a vehicle that I did not ask. Something that’s, you know, we always get these two or three questions. Robert Fleites:     08:18          Well you pretty much covered everything. On the accessory portion people have, there’s so many different questions that they ask us, because they just want to make sure what kind of warranty or, or how’s those parts are going to be covered and in the case that they fail. John Haggard:       08:34          So it really comes more down to warranty more than anything else. That’s the big differentiator with folks. That’s Robert Fleites. He’s the Parts and Service Director at Miracle Chrysler Dodge Jeep Ram. Hey Robert, by the way, if somebody wants to get ahold of you, how do they find you? Robert Fleites:     08:49          Well, they can call the store. I have my cell number: 321-403-7687. So anytime they want to call me, text me, they’ll be more than welcome to. John Haggard:       09:01          All right, well there he is, Robert Fleites everybody, the Parts and Service Director at Miracle Chrysler Dodge Jeep Ram. Join us again right here for other topics on the podcast throughout each month. Our goal here is to show you the best ways to purchase, maintain and accessorize your new or preowned vehicles, and how to sell your vehicle for the highest resale value possible, when you’re ready. And don’t forget, we also post a transcript of the podcast right here on the website so that you can easily refer to it, get all the information you need right there at your fingertips. I’m your host John Haggard, and we’ll see you next time.

Welcome to the 7th episode of our weekly podcast here at Miracle Chrysler Dodge Jeep Ram! In this episode, we talk with Robert Fleites, the Parts and Service Director at Miracle Auto Group. Topics Discussed: <ul><li>Robert’s Backstory</li><li>Technology in the Service Department</li><li>Solutions in accessorizing your vehicle</li><li>Warranties</li><li>The Miracle VIP Advantage Program</li><li>What makes Miracle Different</li><li>Top questions that people ask in the Service and Parts department</li></ul> Transcript John Haggard: 00:02 Welcome to the Miracle Chrysler Dodge Jeep Ram podcast, where each week you’ll be able to learn the best ways to purchase lease service and maintain and sell your vehicle for the highest resale value possible when you’re ready, as well as accessorize your vehicle. I’m your host John Haggard and throughout each month, right here we’ll have different team members join us from Miracle to bring you tips you can use. And by the way, we will also post a transcript of each podcast so that you can easily refer to it for information that you would like to have right there at your fingertips on this podcast. John Haggard: 00:33 Today we’re talking with Robert Fleites. He’s the Parts and Service Director at Miracle Chrysler Dodge Jeep Ram. Hey Robert, welcome to the podcast. Robert Fleites: 00:41 How you doing? John Haggard: 00:42 Doing great. You know, a lot of people always want to know who is the man or the woman behind the curtain. And so the folks who could know a little bit more about you, Robert, tell us, where’d you grow up, by the way? Robert Fleites: 00:52 I grew up in south Florida. John Haggard: 00:53 So how did you get started in automotive service and repair? Robert Fleites: 00:57 I got started as a young man. When I finished high school, I joined the, Ford asset program. It’s about a two and a half year program. When you graduate, you have an associates and automotive and then you go to the participating dealership that trained you and, and started off as a technician and then moved my way up through the ranks, from a Technician to an Advisor to the Service Manager to a Parts and Service Director. John Haggard: 01:23 All right. As you look at technology, that seems to be one of the big things that when people are ready to trade, maybe it’s been two or three years, technology is moving so fast now these days. In the service department, compared to maybe just even three years ago, is there new technology in repair as well? Robert Fleites: 01:40 Oh yes. That technology changes quarterly, believe it or not, or yearly for sure. That’s why our technicians have to keep a certain level so they can perform certain repairs. So the training never stops. John Haggard: 01:54 Right. Right. And so what would be, if you were going to tell someone, hey, here’s one of the coolest things that’s going on now in repair that we didn’t have before. Something that’s new in the technology area, what would that be? Robert Fleites: 02:05 Man, there’s so many things. Technology-wise, I mean pretty much the car tells you everything. When it’s due for service, it’s got all kinds of icons or lights come on that’s gonna prep you on what’s going on with the vehicle. And even if the vehicle’s not operating the way you should at that time is going to notify you. So it’s really, really good for the consumer. John Haggard: 02:27 Gotcha. And so a lot of people, at least some people like to accessorize their vehicle. And what about the inventory of accessories? What do people like, what’s exciting that you can put on and accessorize a vehicle with? Robert Fleites: 02:41 Well, we’re fortunate that, with our lines, we have the Jeeps and we have the Rams. And even with our Dodges, most people, depending on the vehicle with the jeeps, they like to accessorize. Mostly the whole vehicle, you know, lifts. We do a two and a half inch lifts, four inch lifts, six inch lifts. Plus you might have guards and your bug deflectors, rain guards, weather mats, so many things… roof racks. So, with our line people do like to accessorize and, and we have everything in inventory, and on the Chrysler side it’s all Mopar or we do have the option if you do want to go after market as well. John Haggard: 03:22 And you know, some people think, well with accessorizing I’m going to need to take my vehicle somewhere else. Or is there another company that does that for Miracle. Do you do all the work there? Robert Fleites: 03:31 We do all the work here in house and all our technicians are trained on the installation. And it comes with the factory warranty when we do the Mopar accessories. John Haggard: 03:41 Right. Okay. And as we talk about warranties today, there are all types of warranties you hear about what they call aftermarket warranties or dealer warranties or manufacturer warranties. If you’re just going to say, look, here’s what you need to know about warranties, what would you say? Robert Fleites: 03:56 Well there are many different warranties that come with the vehicle. But basically when you purchase a brand new vehicle, the non wearable items, those are covered for three years, 36,000, bumper to bumper. Powertrain on all the new vehicles is five years, 60,000. But then we offer an after market warranty that we sell at our store. There’s the premiere warranty and then you can extend that up to a hundred thousand or seven years. 100,000. So there is many, many different options. And then you have the emissions warranty that comes from the factory, which is eight years, 80,000. And then you have your rust and proof a warranty that goes up to a hundred. So there’s many different, and depending on the model as well. John Haggard: 04:37 Now you have a VIP program. I understand that’s been changed or upgraded recently. Tell me about that. Robert Fleites: 04:45 Well, that is any customer that purchased a vehicle from us starting August 1st, they get a lifetime power train warranty as long as they own the vehicle. And then there’s an app that we would install on the customer’s phone and they can accumulate points that they can use those points towards service. And every time they come in for a service. John Haggard: 05:04 Like a discount? Robert Fleites: 05:06 It’s like a rewards program for our customers that they can use at the store. John Haggard: 05:12 Now, Robert, what if someone did not purchase a vehicle from Miracle CDJR or the Miracle Auto Group? And in terms of the rewards program that you are talking about there with VIP and the points, how does that work? Robert Fleites: 05:25 Well, when they come in for service, the advisor is going to ask them, that we’re gonna make them part of our rewards rewards program. We would then install the app in their phone and they can start accumulating points for future services. John Haggard: 05:40 Now back to vehicle repair. Some people say, well there are factory original parts, OEM, Mopar in the case of Chrysler. Or if someone says, you know, I just don’t want to spend the $400 or what it is for that part. And can you sell an aftermarket part? So I wondered what are the options for a person’s budget, I guess in the service department to be able to do what they want to do. Robert Fleites: 06:03 A lot of our vehicles are outfitted so you can purchase them already with all the accessories on them. When the vehicle comes with the Mopar accessories, all those accessories come with a three year 36,000 mile warranty cause they were installed before the time of purchase. If we install these items after the time of purchase, then you get a two year unlimited miles on the Mopar accessories. Now we do have the aftermarket cause some people don’t want to spend that much on the, on the Mopar portion. And those come with, on the average, a one year, 12,000 mile warranty on the parts and not the labor. John Haggard: 06:39 All right, so really, basically if you’re paying a little bit more for the warranty is because it’s factory, it’s a factory part, Mopar part, Chrysler part if you will. As opposed to a third party company saying, well we can manufacture that part. Would you say in today’s market or the aftermarket parts as good as the factory parts for the most part or can there be some real differences there? Robert Fleites: 07:03 No, there could be some differences, depending on what you want to do with the vehicle, we recommend to go with the factory parts. If you’re going to go a little bit off the road and those types of things. With the after market, it’s more for looks than anything else. John Haggard: 07:18 Gotcha. What would you tell people overall, Robert About Miracle Chrysler Dodge Jeep Ram, if you know they’ve got a lot of choices out there. A lot of dealers they can go to, but for service and accessorizing with the Miracle Auto Group, what is it about your operation there compared to everybody else who says, Hey, we’re the best we can do it too. Why should somebody come there to Miracle? Robert Fleites: 07:41 Well, we’ve been here for a long time, and we take care of our customers… whatever it takes to make it happen. A lot of times in the retail business, things go a little south when repairing a vehicle, especially then everything is so high tech. But we’re gonna back up our work and we’re going to back up the product that we sell and then we’re very family oriented and we don’t want anybody else going to anywhere else. But here, especially if you live here locally. John Haggard: 08:06 Is there any other question that people ask a lot when it comes to service or accessorizing a vehicle that I did not ask. Something that’s, you know, we always get these two or three questions. Robert Fleites: 08:18 Well you pretty much covered everything. On the accessory portion people have, there’s so many different questions that they ask us, because they just want to make sure what kind of warranty or, or how’s those parts are going to be covered and in the case that they fail. John Haggard: 08:34 So it really comes more down to warranty more than anything else. That’s the big differentiator with folks. That’s Robert Fleites. He’s the Parts and Service Director at Miracle Chrysler Dodge Jeep Ram. Hey Robert, by the way, if somebody wants to get ahold of you, how do they find you? Robert Fleites: 08:49 Well, they can call the store. I have my cell number: 321-403-7687. So anytime they want to call me, text me, they’ll be more than welcome to. John Haggard: 09:01 All right, well there he is, Robert Fleites everybody, the Parts and Service Director at Miracle Chrysler Dodge Jeep Ram. Join us again right here for other topics on the podcast throughout each month. Our goal here is to show you the best ways to purchase, maintain and accessorize your new or preowned vehicles, and how to sell your vehicle for the highest resale value possible, when you’re ready. And don’t forget, we also post a transcript of the podcast right here on the website so that you can easily refer to it, get all the information you need right there at your fingertips. I’m your host John Haggard, and we’ll see you next time.

Episode #7 – Robert Fleites – Parts and Service Director

Welcome to the 7th episode of our weekly podcast here at Miracle Ford! In this episode, we talk with Robert Fleites, the Parts and Service Director at Miracle Auto Group. Topics Discussed: Robert’s BackstoryTechnology in the Service DepartmentSolutions in accessorizing your vehicleWarrantiesThe Miracle VIP Advantage ProgramWhat makes Miracle DifferentTop questions that people ask in the Service and Parts department Transcript John Haggard:       00:02          Welcome to the Miracle Ford podcast where each week you will be able to learn the best ways to purchase lease service and maintain, accessorize and sell your vehicle for the highest resale value possible, when you’re ready to do it. I’m your host John Haggard and throughout each month right here we’ll have different team members join us from Miracle to bring you tips you can use. And by the way, we will also post a transcript of each podcast so you can easily refer to it for information that you would like to have right there at your fingertips without having to go back and forth and spend a lot of time researching what it was you just heard on this podcast. John Haggard:       00:35          We’re talking with Robert Fleites. He’s the Parts and Service Director at Miracle Ford. Hey Robert, welcome to the podcast. Robert Fleites:     00:42          How are you doing John? John Haggard:       00:43          I am doing well. Appreciate your being with us today. You know, a lot of people always want to know, well, who’s the guy behind the curtain or who’s the woman behind the curtain, the person that they say they’re the Parts and Service Director. Tell us a little bit about you, where you grew up. Robert Fleites:     00:57          I grew up in south Florida, Miami, Fort Lauderdale area, and then my last 13 years that I was in Florida, I was in the Melbourne area. John Haggard:       01:05          All right. And you know, Florida is known for alligators. Do you ever see any, any ever come to the dealership? Robert Fleites:     01:12          If there’s a body of water. There’s a chance there’s a gator. John Haggard:       01:15          That’s what they say. That’s exactly what they say. Don’t ever walk by a body of water without looking out, right. Oh yeah, there you go. So tell us, how did you get started, Robert, in the automotive service and repair business? Robert Fleites:     01:26          Well, when I finished high school, I was in the farming business. My Dad was in the cattle business, and that was going away, the way Florida is growing so fast. And I said, well, I either got to go to college or I got to learn a trade. And I went to the Fort Asset Program and I did two and a half years there. I got an associates in Automotive and started off as Technician became Service Advisor, Service Manager and now I’m a Parts and Service Director. John Haggard:       01:50          Alright. And you said your dad was in the cattle business in Florida, is that right? Wow. So you did, you grew up on a farm or at least doing that type of thing? Robert Fleites:     01:58          Yeah, had the best of both worlds. A country and city. John Haggard:       02:02          When people say Parts and Service Director, we can kind of figure that out. But if there’s something different you do or what’s really behind, what does that mean? Parts and Service Director? Robert Fleites:     02:12          Well, I oversee the finances on parts and service departments. And then I set the goals and, and monitor, you know, everything that’s going in and out or out of the department. John Haggard:       02:23          We hear a lot about new technology today. One of the reasons they trade for new vehicle or whatever it is because the technology changing very quickly. What about in the service department? Is there much changed there? Is it really just in the vehicles themselves? Robert Fleites:     02:36          The way technology is nowadays with the vehicles, there’s changes with the vehicles quarterly or yearly and with the servers department who, you know, we have to change with the times and just keep up with the times. So there’s a lot of tech training, a lot of advisor training just to keep up with technology. You can’t stay the same. You’ve got to move forward and keep up with the time so you can be successful. John Haggard:       02:58          Yeah. Would you, is there anything that’s Really super exciting today in the technology side of it? Maybe that wasn’t here say four or five years ago? Robert Fleites:     03:06          Oh yes. I mean especially the way the, the vehicles now, depending on the model, the way the vehicle communicates with the customer pretty much updates the customer daily on how the vehicle’s operating, when it’s due for service or anything. And the vehicle is not working the right way at that time. John Haggard:       03:23          Tell me about the inventory of accessories for those who want to accessorize their vehicle. What can they buy and what can, what can you install? Robert Fleites:     03:31          Everything. Everything on the Ford side. Some of the accessories are from factory, you know, bedliners running boards, bug shields stuff like that. Ford does not offer a lift kit and a lot of people do like to lift their vehicles. So we do offer an aftermarket lift kits if the customer does wish to, you know, lift the vehicle. John Haggard:       03:53          Gotcha. And if you talk about warranty for installed accessories versus factory installed, that type of thing, what’s the difference there? Robert Fleites:     04:01          Well, the difference is if the vehicle comes with the factory accessories on a Ford normally like I said, it’s the running boards or the bed liners. If there are pre-installed before the vehicle is sold, those come with a three year 36,000 mile warranty. If those factory accessories are installed after the point of sale, which is what most people do, you get a two year unlimited miles on warranty. On the lift kits Ford does not offer a factory kit like our Chrysler store does with a Mopar. So we do install the aftermarkets and depending on which one you get, I mean there’s different prices and then different levels that you can get. But most of them come with a one year, 12,000 mile warranty on the parts only not the labor. John Haggard:       04:44          Alright. And can you install any accessory that somebody wants or do you have to send the vehicle to, you know, a special custom shop in the area? Robert Fleites:     04:51          Oh no, we do it in house. We’ve got factory trained technicians that just do that. John Haggard:       04:54          What about the VIP program? We understand that’s been upgraded, enhanced new and improved as they say. Just wondered what you know, people don’t want to save their way to get a discount on maintenance. How can I save some money? What is it about the VIP program that would be good today? Robert Fleites:     05:09          Well, that VIP, that’s a rewards program that we started as of August 1st if you buy a vehicle from us, that vehicle will come with a lifetime power train warranty as long as you own the vehicle. And at the same time, at the time of sale, the salesperson will install an app on the customer’s phone and the customer as they come in for service will start accumulating points towards the rewards program for the customer. So they can start accumulating points and then as they accumulate points, they can use those points towards their maintenance on the vehicle. John Haggard:       05:44          Now, Robert, what if someone did not purchase a vehicle from Miracle Ford or the Miracle Auto Group? And in terms of the rewards program that you were talking about there with VIP and the points, how does that work? Robert Fleites:     05:55          Well, when they come in for service, they can the advisor is going to ask them that we’re going to make them part of our rewards rewards program. We will install the app in their phone and they can start accumulating points for future services. John Haggard:       06:12          All right. You know, and a lot of people are thinking today, like everything, things are expensive. How can I save on vehicle repair? And at Miracle Ford for example, if the repair estimate were going to be whatever the number is and someone says to you, was there a cheaper way that I can get this done rather than say a factory part, can I get an aftermarket part or can you source one and do that? Can that be done or how does that work in terms of warranties and the parts that are used? Robert Fleites:     06:41          Well we like to use the factory parts, little bit of a better quality and you get a a longer warranty. But we do offer our customers depending, you know, on the year of the vehicle and some of the high mileage vehicles, we will offer the customer if they want to use aftermarket parts, just to save them a couple dollars. We do offer that as well. So, you know, whatever it takes to get the, so the customer’s happy and get the vehicle done the fastest way possible too. John Haggard:       07:06          Okay. Is there a general number, like for example, I know it depends upon the part, but if we look at the factory price part versus aftermarket price part, is it like 20% generally? Or can it just be all over the board? How does that work? Robert Fleites:     07:22          It’s all over the board and depending on the part, John, you know, sometimes you can get, you know, let’s say just a starter aftermarket is just as much as the factory one. So, you know, it all depends. Yeah, it depends on what and what it is. John Haggard:       07:34          Is there any other question that people ask a lot? Would you say Robert, when it comes to service or accessorizing a vehicle or maybe the two or three questions that people always ask about those areas? Robert Fleites:     07:45          Well, they want to know what the warranty is on the, on the parts that are replaced and and the warranty on their vehicle. And one of the questions that people mostly ask is, why did this happen? You know, so so that’s what they don’t want it to happen again. So they definitely want to know what the warranty is on the part that we’re replacing. John Haggard:       08:03          And what would you tell people about Miracle Ford in terms of why they should service and accessorize with the Miracle Auto Group? Because there are a lot of choices out there. Most dealers, probably all, would say, come here, we’re the best we can do it. What is it about Miracle, why someone should come there in Gallatin as opposed to another Ford dealer? Robert Fleites:     08:23          We have a great reputation and we’ve been here since 1980, servicing Middle Tennessee and especially Sumner County here in Gallatin and, we’re family oriented and we’re gonna back up any repairs that we do and we’re going to take care of our customers and make you feel like you’re at home when you come here and that’s what we take pride on. John Haggard:       08:43          All right. And anything I didn’t ask you that you would want folks to know now? Robert Fleites:     08:47          I think you’ve pretty much covered everything. John Haggard:       08:48          All right. That’s Robert Fleites everybody. He is the Parts and Service Director at Miracle Ford in Gallatin. Join us again right here for other topics on the podcast throughout each month because our goal is to show you the best ways to purchase, maintain and accessorize your new or preowned vehicle, and how to sell your vehicle for the highest resale value, when you’re ready. And don’t forget, we also post a transcript of each podcast right here on the website so that you can easily refer to it, get the information you need right there at your fingertips. I’m your host John Haggard, and we’ll see you next time.

Welcome to the 7th episode of our weekly podcast here at Miracle Ford! In this episode, we talk with Robert Fleites, the Parts and Service Director at Miracle Auto Group. Topics Discussed: <ul><li>Robert’s Backstory</li><li>Technology in the Service Department</li><li>Solutions in accessorizing your vehicle</li><li>Warranties</li><li>The Miracle VIP Advantage Program</li><li>What makes Miracle Different</li><li>Top questions that people ask in the Service and Parts department</li></ul> <h3>Transcript</h3> John Haggard: 00:02 Welcome to the Miracle Ford podcast where each week you will be able to learn the best ways to purchase lease service and maintain, accessorize and sell your vehicle for the highest resale value possible, when you’re ready to do it. I’m your host John Haggard and throughout each month right here we’ll have different team members join us from Miracle to bring you tips you can use. And by the way, we will also post a transcript of each podcast so you can easily refer to it for information that you would like to have right there at your fingertips without having to go back and forth and spend a lot of time researching what it was you just heard on this podcast. John Haggard: 00:35 We’re talking with Robert Fleites. He’s the Parts and Service Director at Miracle Ford. Hey Robert, welcome to the podcast. Robert Fleites: 00:42 How are you doing John? John Haggard: 00:43 I am doing well. Appreciate your being with us today. You know, a lot of people always want to know, well, who’s the guy behind the curtain or who’s the woman behind the curtain, the person that they say they’re the Parts and Service Director. Tell us a little bit about you, where you grew up. Robert Fleites: 00:57 I grew up in south Florida, Miami, Fort Lauderdale area, and then my last 13 years that I was in Florida, I was in the Melbourne area. John Haggard: 01:05 All right. And you know, Florida is known for alligators. Do you ever see any, any ever come to the dealership? Robert Fleites: 01:12 If there’s a body of water. There’s a chance there’s a gator. John Haggard: 01:15 That’s what they say. That’s exactly what they say. Don’t ever walk by a body of water without looking out, right. Oh yeah, there you go. So tell us, how did you get started, Robert, in the automotive service and repair business? Robert Fleites: 01:26 Well, when I finished high school, I was in the farming business. My Dad was in the cattle business, and that was going away, the way Florida is growing so fast. And I said, well, I either got to go to college or I got to learn a trade. And I went to the Fort Asset Program and I did two and a half years there. I got an associates in Automotive and started off as Technician became Service Advisor, Service Manager and now I’m a Parts and Service Director. John Haggard: 01:50 Alright. And you said your dad was in the cattle business in Florida, is that right? Wow. So you did, you grew up on a farm or at least doing that type of thing? Robert Fleites: 01:58 Yeah, had the best of both worlds. A country and city. John Haggard: 02:02 When people say Parts and Service Director, we can kind of figure that out. But if there’s something different you do or what’s really behind, what does that mean? Parts and Service Director? Robert Fleites: 02:12 Well, I oversee the finances on parts and service departments. And then I set the goals and, and monitor, you know, everything that’s going in and out or out of the department. John Haggard: 02:23 We hear a lot about new technology today. One of the reasons they trade for new vehicle or whatever it is because the technology changing very quickly. What about in the service department? Is there much changed there? Is it really just in the vehicles themselves? Robert Fleites: 02:36 The way technology is nowadays with the vehicles, there’s changes with the vehicles quarterly or yearly and with the servers department who, you know, we have to change with the times and just keep up with the times. So there’s a lot of tech training, a lot of advisor training just to keep up with technology. You can’t stay the same. You’ve got to move forward and keep up with the time so you can be successful. John Haggard: 02:58 Yeah. Would you, is there anything that’s Really super exciting today in the technology side of it? Maybe that wasn’t here say four or five years ago? Robert Fleites: 03:06 Oh yes. I mean especially the way the, the vehicles now, depending on the model, the way the vehicle communicates with the customer pretty much updates the customer daily on how the vehicle’s operating, when it’s due for service or anything. And the vehicle is not working the right way at that time. John Haggard: 03:23 Tell me about the inventory of accessories for those who want to accessorize their vehicle. What can they buy and what can, what can you install? Robert Fleites: 03:31 Everything. Everything on the Ford side. Some of the accessories are from factory, you know, bedliners running boards, bug shields stuff like that. Ford does not offer a lift kit and a lot of people do like to lift their vehicles. So we do offer an aftermarket lift kits if the customer does wish to, you know, lift the vehicle. John Haggard: 03:53 Gotcha. And if you talk about warranty for installed accessories versus factory installed, that type of thing, what’s the difference there? Robert Fleites: 04:01 Well, the difference is if the vehicle comes with the factory accessories on a Ford normally like I said, it’s the running boards or the bed liners. If there are pre-installed before the vehicle is sold, those come with a three year 36,000 mile warranty. If those factory accessories are installed after the point of sale, which is what most people do, you get a two year unlimited miles on warranty. On the lift kits Ford does not offer a factory kit like our Chrysler store does with a Mopar. So we do install the aftermarkets and depending on which one you get, I mean there’s different prices and then different levels that you can get. But most of them come with a one year, 12,000 mile warranty on the parts only not the labor. John Haggard: 04:44 Alright. And can you install any accessory that somebody wants or do you have to send the vehicle to, you know, a special custom shop in the area? Robert Fleites: 04:51 Oh no, we do it in house. We’ve got factory trained technicians that just do that. John Haggard: 04:54 What about the VIP program? We understand that’s been upgraded, enhanced new and improved as they say. Just wondered what you know, people don’t want to save their way to get a discount on maintenance. How can I save some money? What is it about the VIP program that would be good today? Robert Fleites: 05:09 Well, that VIP, that’s a rewards program that we started as of August 1st if you buy a vehicle from us, that vehicle will come with a lifetime power train warranty as long as you own the vehicle. And at the same time, at the time of sale, the salesperson will install an app on the customer’s phone and the customer as they come in for service will start accumulating points towards the rewards program for the customer. So they can start accumulating points and then as they accumulate points, they can use those points towards their maintenance on the vehicle. John Haggard: 05:44 Now, Robert, what if someone did not purchase a vehicle from Miracle Ford or the Miracle Auto Group? And in terms of the rewards program that you were talking about there with VIP and the points, how does that work? Robert Fleites: 05:55 Well, when they come in for service, they can the advisor is going to ask them that we’re going to make them part of our rewards rewards program. We will install the app in their phone and they can start accumulating points for future services. John Haggard: 06:12 All right. You know, and a lot of people are thinking today, like everything, things are expensive. How can I save on vehicle repair? And at Miracle Ford for example, if the repair estimate were going to be whatever the number is and someone says to you, was there a cheaper way that I can get this done rather than say a factory part, can I get an aftermarket part or can you source one and do that? Can that be done or how does that work in terms of warranties and the parts that are used? Robert Fleites: 06:41 Well we like to use the factory parts, little bit of a better quality and you get a a longer warranty. But we do offer our customers depending, you know, on the year of the vehicle and some of the high mileage vehicles, we will offer the customer if they want to use aftermarket parts, just to save them a couple dollars. We do offer that as well. So, you know, whatever it takes to get the, so the customer’s happy and get the vehicle done the fastest way possible too. John Haggard: 07:06 Okay. Is there a general number, like for example, I know it depends upon the part, but if we look at the factory price part versus aftermarket price part, is it like 20% generally? Or can it just be all over the board? How does that work? Robert Fleites: 07:22 It’s all over the board and depending on the part, John, you know, sometimes you can get, you know, let’s say just a starter aftermarket is just as much as the factory one. So, you know, it all depends. Yeah, it depends on what and what it is. John Haggard: 07:34 Is there any other question that people ask a lot? Would you say Robert, when it comes to service or accessorizing a vehicle or maybe the two or three questions that people always ask about those areas? Robert Fleites: 07:45 Well, they want to know what the warranty is on the, on the parts that are replaced and and the warranty on their vehicle. And one of the questions that people mostly ask is, why did this happen? You know, so so that’s what they don’t want it to happen again. So they definitely want to know what the warranty is on the part that we’re replacing. John Haggard: 08:03 And what would you tell people about Miracle Ford in terms of why they should service and accessorize with the Miracle Auto Group? Because there are a lot of choices out there. Most dealers, probably all, would say, come here, we’re the best we can do it. What is it about Miracle, why someone should come there in Gallatin as opposed to another Ford dealer? Robert Fleites: 08:23 We have a great reputation and we’ve been here since 1980, servicing Middle Tennessee and especially Sumner County here in Gallatin and, we’re family oriented and we’re gonna back up any repairs that we do and we’re going to take care of our customers and make you feel like you’re at home when you come here and that’s what we take pride on. John Haggard: 08:43 All right. And anything I didn’t ask you that you would want folks to know now? Robert Fleites: 08:47 I think you’ve pretty much covered everything. John Haggard: 08:48 All right. That’s Robert Fleites everybody. He is the Parts and Service Director at Miracle Ford in Gallatin. Join us again right here for other topics on the podcast throughout each month because our goal is to show you the best ways to purchase, maintain and accessorize your new or preowned vehicle, and how to sell your vehicle for the highest resale value, when you’re ready. And don’t forget, we also post a transcript of each podcast right here on the website so that you can easily refer to it, get the information you need right there at your fingertips. I’m your host John Haggard, and we’ll see you next time.