Revamping Dealership Culture: A Journey of Leadership and Team Transformation

How John Frazier and Ryker Salazar are flipping the script on dealership operations at Louisville Chrysler Dodge Jeep Ram .

In a recent episode of the Trailblaze Your Path Podcast, I had the pleasure of speaking with two automotive industry leaders who are rebuilding an entire dealership culture. John Frazier, Fixed Operations Director, and Ryker Salazar, Shop Foreman, shared their journey on turning a struggling service department into a high-performing team.

Transforming Through Connection and Leadership

John and Ryker connected through LinkedIn years ago, a connection that would eventually bring them together to take on this challenging role. Their story highlights the power of LinkedIn as more than just a platform for networking – it’s a space to cultivate genuine relationships that can open doors for new opportunities. For anyone in leadership, John advises, “You can’t accept mediocrity in this business. If you want your dealership to survive, you have too be willing to make tough decisions and create a culture of excellence.”

Addressing Challenges Head-On

When John took over, he faced a backlog of cars, frustrated customers, and a lack of skilled technicians. His first order of business? Addressing a culture of complacency. Ryker, who moved from Arizona to Kentucky to join the mission, observed, “The shop was three weeks out and filled with people who didn’t really care.” Together, they replaced complacency with accountability, gradually building a team that values both the quality and efficiency of their work.

Redefining Technician Roles

Respecting technicians’ time and skills is a fundamental part of John and Ryker’s strategy. “We pay customer-paid time for all warranty repairs,” Ryker shared, a policy that recognizes technicians’ efforts and minimizes the financial pressures that often lead to frustration. Their focus on technician support goes beyond pay; they also emphasize training and development. For example, they promoted a new hire from oil changes to working on engines within weeks, reinforcing a growth mindset across the team.

The Bigger Picture: Fixed Ops as the Future

With more people holding onto cars longer and the shift to EVs, Fixed Operations has become critical for dealerships’ long-term success. John believes that while sales may drive the initial customer relationship, service is what keeps them coming back. “Technicians are some of the most important people in the dealership,” he explained, underscoring the need to respect their contributions and create an environment where they can thrive.

Through their journey, John and Ryker remind us that transforming a team doesn’t happen overnight, and it’s often uncomfortable. But with dedication, leadership, and a commitment to doing things differently, it’s possible to create a culture where everyone—from the shop floor to management—feels valued and motivated.

For more on how John and Ryker are reshaping the dealership experience, check out the full episode on Trailblaze Your Path Podcast!