When your advisors double as porters and your managers are the “most expensive valets in the building,” efficiency and customer experience both take a hit. The truth? Those front-line roles you think of as “non-revenue” may be the key to unlocking smoother operations and stronger retention.
In this episode, sponsored by DriveSure, Bill Springer sits down with Joel Furno, CEO of Citrin, a company that provides outsourced valet, porter, and car wash teams to dealerships nationwide. Joel shares why outsourcing is standard in industries like hotels and healthcare but rare in auto retail and what happens when dealerships start taking it seriously. From reducing advisor burnout to improving CSI scores and even generating trade-in opportunities, Citrin’s model highlights how small details on the drive ripple across the entire dealership.
What we discuss in the episode:
- Why the service drive is essentially a valet operation
- How first impressions impact CSI and retention
- The hidden cost of advisor and manager burnout in support roles
- Real-world improvements dealers see in CSI, throughput, and scheduling
- How porters and valets can spark service-to-sales opportunities
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