Fixed Ops · Service · Retention

Tully
Williams

Fixed Operations Director, The Niello Company Advisory Board Member, Fixed Ops Roundtable · Northern California

Decades in the service drive, from turning wrenches to running fixed ops for a multi-rooftop luxury group. Firm believer that dealers are in the repeat & referral business — and that retention is the holy grail.

Connect on LinkedIn Send an email
Tully Williams
Open for good conversations
70%+
Service retention target — some stores run 75%
100%
Vehicles that get an inspection & video. Every visit.
~0
Gross on tires. On purpose. (It's a long game.)
1988
Started his own shop. Hasn't left the service drive since.

Repair order: this website

Written up properly, because some habits are permanent.

RO #TW-0001ADVISOR: T. WILLIAMSPROMISE TIME: WHENEVER YOU'RE READY
Concern
Visitor states: "Who is Tully Williams and why does he own this domain?"
Cause
Found long-time fixed ops leader occupying the domain. No website detected. Primary function: email. Inspected thoroughly; photos & video available upon request.
Correction
Installed one (1) page. Recommended customer connect on LinkedIn. Did not upsell additional pages — they weren't needed, and we only recommend what we'd sell our own family.
Tech notes
No database. No cookies. No AI chatbot answering the phone — a real person reads the email.COMPLETED

What he talks about

Usually on a podcast, a panel, or in the middle of a busy service drive.

🔁

Retention first

Profit follows retention, not the other way around. Trust and transparency turn a service visit into a relationship.

📹

Show, don't tell

Inspections and video on every car, so customers see the worn brakes themselves instead of taking an advisor's word for it.

⏱️

Hours, not just gross

Measure the shop by technician capacity and hours sold — and pay the whole team on the forecast so everyone pulls the same way.

🤝

Sales ♥ Service

Service can't survive without sales, and sales can't survive without fixed ops. Aligned stores win on both sides.

🧑‍🔧

People over bots

AI is great for back-office QC. Customers still want a human who knows their car and their name.

📊

Data that people read

Reporting built so teams actually know where they stand — and have a reason to care.

Mileage log

A career with a lot of miles and very deferred maintenance on free time.

“We are in the repeat and referral business. Retention is the holy grail.”
— Tully Williams, on Inside Automotive

Pull into the drive.

Fixed ops talk, speaking invitations, podcast bookings, or just comparing notes on retention — the door's open. No appointment necessary. Loaner not included.

Email Tully LinkedIn →