D2D in the Press


Podcast title: Processes: The Pulse of Your Business Randy O'Connor Episode 763


decorative image tire technician

How to Create Customer Loyalty

Randy O'Connor says, "With more demanding customers and more power in the customer’s hands than ever before, delivering exceptional levels of customer service is absolutely essential."


March 15, 2024

Decorative image of two people looking at computer screen

You’re Responsible for Training, Culture at Your Dealership

"Dealers with mature training programs and healthy/supportive culture almost always do both well." says O'Connor.


March 7, 2024

Stacks of tires in storefront

How to Help Your Employees Get Ahead

"Throughout the past few years, one of the top challenges facing owners has been the technician shortage," says O'Connor. "While it's true that the average age of the ASE-certified technician has dropped significantly over the past few years as a result of many technicians retiring their sore hands and backs, that's only part of the story."


January 10, 2024

Stacks of tires in storefront

The Top Modern Tire Dealer Show Episodes of 2023

'Tire industry experts shared their insight, experiences, advice and predictions via The Modern Tire Dealer Show during the past year.'


December 21, 2023

Stacks of tires in storefront

Creating a More Professionalized Customer Experience

"Training technicians, for those who invest in it, has a clear path by way of ASE certification," says O'Connor. "Training customer service/management has no such standard."


December 12, 2023

Stacks of tires in storefront

How to Fix Things That Keep Going Wrong

"If you work on two goals at a time and you stick with each for 60 days, it might seem that you, at the very least, will be able to work through 12 significant items in a year. The reality is, to make those changes part of your dealership’s culture, you need more like six to nine months of dedicated effort and follow through. Now, you’re down to a handful of meaningful changes."


October 31, 2023

Stacks of tires in storefront

Are You Optimizing Your Profitability?

"While tire dollars have risen, service and parts dollars have risen more," says O'Connor.


October 19, 2023

Stacks of tires in storefront

Why Embracing Fear Is Good For Your Business

I want to reinforce the idea that “the only true risk is the risk not taken.” Why? Because I see fear everywhere in my interactions with owners and their teams. It is hands down the single biggest barrier to elevating performance.


September 6, 2023

Service bay scissor lift tire stack

What Happens When You Ask More of Your Customers

As prices go up, so do customer expectations, says O'Connor.


August 22, 2023

Stacks of tires in storefront

Finding Your Spot in the Mix

"Tire dealerships will need to be prepared to adapt to the changing needs of consumers," says O'Connor. "They will need to offer a wide range of services, provide excellent customer service and stay up to date on the latest trends in the industry."


July 20, 2023

Service bay scissor lift tire stack

How to Work On Your Business — Not In It

"Give someone on your customer service team an elevated role with more responsibility," says O'Connor.


June 6, 2023

Service bay scissor lift tire stack

Calculating the True Cost of a Bad Customer Experience

"We need to recognize that cash only changes hands when the value of what we're providing meets or exceeds the customer’s perceived investment," says O'Connor.


May 15, 2023

technician working on tire

How to Get Your Employees to Take More Ownership

"Instead of flat or hourly raises, consider aligning your gross profit goals with your employees’ pay goals," says O'Connor.


April 4, 2023

Service bay scissor lift tire stack

How Dealers Achieved Gross Profit Gains in 2022

"Dealers continue to struggle obtain the right level of inventory," says Healy.


March 7, 2023

What Will Your 'New Normal' Look Like?

Six Trends to Keep an Eye On


November 30, 2022

Tips to Help Formulate Your 2023 Business Plan

'Get in Motion and Grow,' Says O'Connor


October 13, 2022

Using Data to Spot Trends in Your Business

Encourage Your People to Dig Deeper


September 16, 2022

Look Beyond the Basics to Attract Top Talent

Is the Proposition You're Selling Worth Buying?


August 25, 2022

Small Mistakes Can Add Up to Big Losses

Reduce Your Exposure Through Employee Education


July 12, 2022

Solving the Compensation Plan Puzzle

Employees Need to Be On the Same Page and Incentivized


June 8, 2022

Are You Giving Your Service Manager Your Full Support?

Involve Other Members of Your Team in the Process


May 3, 2022

Customers Are Constantly Forming Expectations

Are You Delivering on Your Promises to Them?


April 18, 2022