Thank you for taking the time to chat, Allie! Would you mind introducing yourself to our readers, and could you tell us a bit about your background and current role?
I'm Allie Peters, the Fixed Operations Director for the Jaguar Land-Rover Store in San Antonio, part of the Cavender Auto Group. I've been with Jaguar Land Rover for about a year and a half, and before that, I worked as a Service Director.
I always feel little guilty saying it, but I kind of don’t really care about cars. When I first saw Paul’s shirt that says “Love People More Than You Love Cars,” I just loved it so much. I actually have my wristband on now because that's the reason I do what I do. I love people, the cars just are kind of a byproduct.
What were you doing prior to Operations Director?
I was an advisor originally, then became a Service Manager, then had the opportunity to open a fixed-ops BDC for my last group. I even sold cars for a little bit, but I did not like that. I really wanted to come back to service.
So, I went back into service management and got promoted to Service Director right before the pandemic. That was a huge learning opportunity and a very significant moment in my life. I think that really changed the trajectory of my leadership path.
Interesting, how so?
Well, prior to that, I always felt like I was the young person in a group of leaders who are the adults. I always felt like they had the answers because they had been doing it for so long. I remember being in my office the day the world sort of shut down in March of 2020, and my Fixed-Ops Director, my Parts Director and my General Manager were all in there and the way that we were discussing what we were going to do and how we were going to do it, and no one really had the answers. It just sort of leveled the playing field where we were all just people who were trying to lead our team in the safest and best way possible.
Speaking of teams, how would you say you select and manage your crew? How do you get and keep everyone on the same page?
My approach to building a team has definitely evolved over time. Early on in my career, I was looking for someone to do the job I was hiring for. But over time, I realized the importance of hiring individuals who possess the ability to think independently, make decisions, and prioritize customer satisfaction in alignment with our company goals.
I really value team members who think for themselves, and also ones that demonstrate resilience. That they sincerely care about people, because in service, most of our job is handling difficult situations for our guests. Their car needs repair and they're frustrated, overwhelmed, or anxious. If I have someone on my team who actually cares about that person, then I feel like they can become shoulder-to-shoulder with that customer and they can walk through it together.
Who has influenced or inspired you throughout your career, whether in the automotive industry or beyond?
Several individuals have had a significant impact on me. Simon Sinek and Brené Brown, renowned experts in psychology and sociology, inspire me to understand people better. Their insights have helped me navigate customer interactions and leadership challenges.
I’m an Aggie, I graduated from Texas A&M, so I probably shouldn’t say this out loud, but I also really like Nick Saban. His coaching style and the level of expectation that he puts on himself and his team to be great is very inspiring.
We won’t tell. Lastly, do you have any advice or a motto that you think might be helpful for someone looking to enter the industry? Or, even someone who has been in the industry for a while but needs a little inspo?
My motto is “Make one new mistake every day.” With the emphasis on the word “new,” because if you make the same mistake over and over again that's a very different situation. But we can gain valuable experience and become more confident in our abilities with mistakes, so I encourage others to embrace and learn from them.
Paul had a chance to talk with Allie in person at Digital Dealer last month for our In The Dirt with ASOTU podcast. Check it out here! ⬅️