90 Minutes Each Way with Felicia Rey

Paul J Daly: 0:00Yeah, so now I guess I'm the only one that doesn't have to drive to and from work every day.

‍Speaker 2: 0:10

This is auto collabs, kyle, now that you're home, that's what it is.

Kyle Mountsier: 0:15

That's what it is, how long is your commute.

Paul J Daly: 0:18

He's like from the kitchen or from the bathroom right 18.3 seconds. Wow, that's a long commute. Actually, that's a big house you live in, imagine the house upstairs and it Upstairs in the morning takes you 18 seconds to walk across at regular pace. That's a really big house.

Kyle Mountsier: 0:37

I mean think about it, like in the morning going upstairs, like that's a tall ass. You know Cirillo, actually he'd barrel rolls into his office, it's a lot. He's got a lever that like lifts him up onto it.

Paul J Daly: 0:49

Just I'm like that care that flips up and flips him into the office.

Michael Cirillo: 0:53

No, I'm. I'm that character from the movie hook, that big dude that does the cannonball and lifts his legs over his head. He's like and Kara just rolls me down the hall.

Kyle Mountsier: 1:12

None of that has to do with the fact that we are hanging out with our new friend, felicia Ray, today. She she spent a little bit of time in the industry. She's got a little award We'll probably talk to her about. She's been around the a so diverse and that's about all I think any of the three of us know about her, which is which is that queues up Typically agree, I'm gonna have too many service people on the show which is exciting, that's true which is super exciting.

Paul J Daly: 1:38

Well, we hope you enjoy our conversation with Felicia. Hey, felicia, thank you so much for giving us some of your time today. You're obviously at work and trying to get something done as well. Yes, but thank you for having me.

Felicia Rey: 1:52

I really appreciate it. It's great.

Paul J Daly: 1:55

I love your accent already out of the gate because I grew up in South Philly and then moved to New Jersey, so I've already picking up the accent. Tell us about where you live and where you commute to every day. That's a, I think, a pretty interesting story.

Felicia Rey: 2:09

Sure. So I live in the Poconos of Pennsylvania. I travel an hour and a half one way to Bloomfield, new Jersey. I've been doing it for four years. I really was always supposed to do it for about two weeks, and but hey, why?

Kyle Mountsier: 2:23

was it just two weeks? It was just I was supposed to be helping set set it up.

Felicia Rey: 2:27

I was at a sister store which is a less commute it's only an hour. So yeah, it's supposed to be two weeks Four years later, All right, so how did so? Was this like your?

Kyle Mountsier: 2:40

first foray within, within automotive, or was this you've?

Speaker 2: 2:42

been you've been an automotive for a hotman.

Kyle Mountsier: 2:48

I've been an automotive for a whole of ten years.

Felicia Rey: 2:50

So I started as a cashier, like I said, in my sister store. I worked my way up. Within three months I became a service advisor, did the rental department warranty. At one point my owner asked if I would learn the BDC. So I did that. I started to sell cars. So I've seen both sides of the service side. I've seen the sales side. So I'm guessing you like the service side more because we're here in like back there in the back, right yeah, they're all back there, nice, nice.

Kyle Mountsier: 3:21

So what like? Give me the?

Felicia Rey: 3:22

service side more because I'm here in like Nice.

Kyle Mountsier: 3:26

So what like give give us some perspective, because a lot of people don't you know when you think about Going. You came in as a cashier, like that's a very, very frontline kind of entry level job within the auto industry, and so give us some perspective on, like as you made those moves. What did it feel like to like constantly learn and train in a different environment, because I think that's just a perspective that some people don't have is like progress from that position? Sure, you know, yeah, so I didn't even want to start in an automotive.

Felicia Rey: 3:58

I actually have a teaching degree and I was substitute teaching. I Completely different, completely. She's like third graders. That's why I do great. Yeah, that's right.

Kyle Mountsier: 4:10

The service department.

Paul J Daly: 4:12

So my dad's friend was the first one to come in.

Felicia Rey: 4:15

Um, so my dad's friend was the manager at that store and he needed someone. And I said you know, I'm substitute teaching. And he said come work for me. I said I don't mind about cars. So when he he offered me the job, I said this is ridiculous, why would you put someone who doesn't know about cars? And he looked at me and he said because you know people, I can't teach people. I can teach cars, you'll be fine. What you have is what I want. And I said, oh, and he, you know it was my Nephew's birthday party, so he was talking to me, you know, on and off throughout the five hours and finally, at the end of the party, I said fine, I'll see you Monday.

Paul J Daly: 4:52

Fine I.

Felicia Rey: 4:55

Just felt so badgered. I said go ahead, I'll see you Monday and I went. I thought of my application. He called me two weeks later and he offered me the job. I said are you sure? And my dad goes. You know the kid. The kid's not that smart when it comes to cars. She doesn't know a thing, you know. And here's my dad calling you know, and he's like that's okay. That's okay, he's like Tony the kid is. And it's true. I mean I was that type. Put the key in because I'm that old. The key went in. I didn't have a father at the time. I heard it and I won. You know that. That was it. That was the start of it. And he did. He made sure that I understood the programs. I understood, you know, what was needed. Recommendations had to talk about it even when, you know, three months in and they asked me to be an advisor because they had a hole in their roster. They decided they needed three instead of two at that store. I said Are you sure? again, Again with this right, that's what I said. So anytime my owner because the owner actually came and asked me to do it, the change so anytime my owner, julie Tozo, would come down and ask me to make a change, I would say, listen, I'll do it, I'll learn it, but if it doesn't work out, you can't fire me. I got to go back to my old oh you'll be fine. So she would come down and go. The warranty administrator. I got pregnant, I need you to learn warranty and I'm like no, no no, no, no no no no, no no, no, and she's like you'll be fine, I'll be fine, okay, do you?

Paul J Daly: 6:20

understand. This is how GM's are born. You really understand the path that you're on. It's a good one, it's a great one.

Kyle Mountsier: 6:28

You know literally every part of the store.

Felicia Rey: 6:30

I know, I know. And then I had a friend that did finance so he asked me to clean his deals because when I was selling cars it would be slow at night. I'm like, all right, I'll clean your deals and then I take the parts classes, because it's literally behind me, so I take the parts classes. So I Seen a few things in my 10 years.

Michael Cirillo: 6:47

What is it about you that Doesn't throw up your hands? Every time this happens? I said, oh well, now they need me to do this thing. I didn't sign up for this because you know, like most employees, like that employee mindset is like. I didn't sign up for this, I signed up to do X and that's all I'm gonna ever do.

Kyle Mountsier: 7:05

Like the McDonald's employee. When I was in fourth grade I asked them for some napkins and they were like I haven't been trained on that, You're not that.

Felicia Rey: 7:13

Difference in mindset give us that. Just, I don't mind trying. I, you know I'll definitely take a look at it. I like learning, obviously as a teacher, that was something that I was big on still have, I guess. So I don't mind taking the classes. You know a lot of people go oh, more classes, bring them on. There are times that, you know, whatever the manufacturer because, like I said, I do work for an auto group puts out classes, okay, I'll do it, no problem.

Michael Cirillo: 7:40

Have you always been that way?

Felicia Rey: 7:42

Yeah, I mean, I used to read my sister her book, so she didn't have to for her book. You know, there we were reading together. My mom was what's going on here and meanwhile she's older. My mom goes. I don't think your sister should be reading that.

Kyle Mountsier: 7:56

That's amazing.

Felicia Rey: 7:58

You're like no big deal, it's just a CT prep right, you know, when she went to college became a real problem.

Kyle Mountsier: 8:05

Okay, so how do you so then? Now you're leading a team and Like, what are you doing to instill that same type of mentality? Because I'm sure, like you've recognized, that if you have that mentality allows you to grow and you can do that for others, they have the ability to grow around you. Are there like practical things that you're doing to pass on that level of engagement with your role?

Felicia Rey: 8:28

To others so that I could sign them up for classes with the manufacturer. Anytime those classes come available, I'll send them. You know, I don't know how well you can see that calendar, but they go to class every month. If I can send a, I'll send a. If I can send to, I'll send to. But we have an emphasis on completing your ASEs, completing the manufacturer guidelines. You know you have to stay current and a lot of times people go oh, I already know about it. Well, now things are evolving. Customers have evolved, cars have evolved. It's no longer I can do it, no problem. No, you have to learn how to do these things. You can call yourself out anything under the sun, but unless you have the training and the education to back that up, it doesn't stick.

Paul J Daly: 9:19

So you recently were given a pretty distinct honor in the industry automotive news 40 under 40 class of 2023. Congratulations, thank you. Can you tell us about that moment when you found out that you were selected? Did you know you were in the running or did you just get a random email or phone call?

Felicia Rey: 9:40

They send you an email, they tell you you were nominated. And I didn't want to say anything because I didn't think that that would be a whole thing of anything of substance, because I said there's no way Unless, you know, 39 people are rocks there's no way that I would be there. It can't be that. It's not. And if it's a small store, you know it's not huge. I said I'll go through the motions. At first I wasn't even going to do it and I did. They asked you to fill out this paperwork and you go through with it and then you wait a month and, as it happened, I was actually home. I had taken three months off because I had fat and sick. I had a stroke in March and a blood clot. So I've been working from home for all these months. And then I get this email and it says what I wanted. I'm going huh. So I'm trying to explain it to my parents and my dad, for whatever reason, he doesn't understand what I do. You know he's always very confused.

Paul J Daly: 10:42

He knows, you don't know anything about cars, though. Yes, very clear on that Right, even though now Very clear on that.

Felicia Rey: 10:47

Even 10 years later, I'll tell him like, oh, that sounds like this, he goes. I don't think so, kid. Let me take a look what it is I'm being mad at.

Paul J Daly: 10:55

Well, we have your dad here. We're going to bring him into the show.

Michael Cirillo: 10:58

I'm just kidding, she knows nothing.

Felicia Rey: 11:01

Right, you should. I wish he was here because he'd hopefully be like what? Even at one point my sister came by to my place and she interacted and stuff and she went back and she goes. Hey, you know, fete's kind of important at her job.

Paul J Daly: 11:15

He goes, she answers phones all day and I was like look, I got a phone right here, I can answer it too.

Felicia Rey: 11:21

Yeah, she's like you know, she makes decisions, he goes. She can't even pick out ice cream. I'm like you know.

Paul J Daly: 11:28

I love your dad, you're bringing him to his motor car.

Michael Cirillo: 11:31

We're putting him on stage To be fair. Of all the decisions to make ice cream is one of the hardest I know.

Felicia Rey: 11:39

But I tell him work, felicia is different than home fee. And he goes no, no, I know.

Michael Cirillo: 11:47

So that's, amazing.

Paul J Daly: 11:48

So you got the email and you're like what? You got nominated, you're like what? And then what happened? Like what was the? What was the? Give us a window into it, because I've never won Michael's, never won Kyle's never won.

Kyle Mountsier: 12:00

Got a few years left, correct, I'm out. I'm out of the dealership. I got to go work at a dealership again.

Michael Cirillo: 12:05

Someone was correcting us. Yeah, I won the Canadian one.

Paul J Daly: 12:09

Yeah, but what is it? What was it like?

Kyle Mountsier: 12:12

There's forty eight, that's like like that's thirty six point six under thirty six.

Michael Cirillo: 12:16

No, he got that take the conversion Ten to one, ten to one, Four under four.

Paul J Daly: 12:22

Yeah, oh sorry, this is another thing we do on the show Felicia mine was different, though.

Michael Cirillo: 12:29

Mine was like there's nobody else Head down here.

Kyle Mountsier: 12:37

I got it. The rest of them speak French and we couldn't translate.

Michael Cirillo: 12:42

This one already had the name Michael inscribed on it. Pay no attention to the last name, so we're sorry to interrupt you with no, you're fine.

Paul J Daly: 12:53

So so tell us what it was really like. So you got the word and then they let you know. Hey, you won Right. What happened in the store? What happened? You know what happens where you're going some dinner. What's going on?

Felicia Rey: 13:05

You can't tell anyone. It has to be a secret until their article comes out?

Paul J Daly: 13:11

Do they threaten you with anything Like if you tell anyone?

Michael Cirillo: 13:14

OK, we will make sure you never work for another dealership in the back.

Felicia Rey: 13:20

No, they tell you, hey, you won, but you can't post it, you can't talk about it, so it's a secret. So obviously, like I said, I told my parents because they don't know and they're looking at me and my dad goes. But for what? Huh, you know back and forth I still can't be. So I waited by then I was back working full time in in the house as opposed to working from home. So I waited until the article came out and I mean I think it was like 7 am my GM texted me and he goes is this you?

Kyle Mountsier: 13:50

You know he didn't know he goes what happened.

Felicia Rey: 13:54

How did I know? And I'm like they told us not to say anything, you know, but someone else had sent it to him. So I started trickling down. These corporate was really thrilled. I mean, my field manager just left. He just left me with a box of Nissan goodies and all sorts of things. I mean it's been like a month long celebration, so it's definitely interesting. And he go wow, this is fanfare, that I definitely didn't expect, but it's definitely appreciated.

Kyle Mountsier: 14:25

Oh, that's so cool. So what was like? Was there something that that has happened in your career, or something that kind of tipped the edge, you feel, or a story that that kind of that other maybe other people can learn from or lean on, that that you've seen success in, either in your department or or, like, through your career?

Felicia Rey: 14:44

I think it's just like you said wanting to learn and connect, because it's very easy to sell someone one car, it's very easy to fix one car, but in order to sustain it, you have to be the person for the person. So I want. When I was selling cars, I didn't want to sell you one car. I wanted to sell your wife a car, your neighbor car, your dentist a car. When someone said I need a car, I wanted to be the person that you thought of, which meant that I had to take care of you because it's earned. It's not a given that you will be a referral. And in the same aspect, the same thing with service is very easy in the business to what they say Cleave. You can cleave someone. You can tell them that they need stuff that they don't need, and then my work once or twice and eventually they realized that they didn't need those parts changed. This didn't make any sense. That didn't make any sense. And for what? Now I got to try to get back into your good graces, and that's 10 times harder because at the end of the day, when my dad was saying the kid doesn't know anything, what he said to me was listen, you're going to get tempted to do things, but you have to go to sleep at night. Don't do anything that makes you stay up at night. So you stay with the integrity, you stay with the honor, you be transparent and you be respectful, because it is when you get into the car business. Sometimes it's fast, easy money and before you know it, people are doing all sorts of things and you're going what? He doesn't need a transmission, oh, that's fine, I'll just go outside and do that. I have friends who are at dealers and independent shops where they do that. But at the end of the day, my integrity is too much of a value to me, so I don't believe that.

Kyle Mountsier: 16:31

Well, I love it because, as I look at your title and you've done a Saturday email with us where we've highlighted your story and I look at your title, it's service manager and the second part of your title is and owner loyalty manager, right, which is like that's a big deal for me to pin to put that title with service manager, because it really is. It's a. It really understands the life cycle value of a customer, and so it's like, hey, we're gonna make sure that someone's paying attention to that at all times. What about your role allows you to pay attention to, like owner loyalty as a service manager as well?

Felicia Rey: 17:14

There's. I deal with all of the customer, either phrases or complaints, and I also look at it. It boils down to people and people are my staff and people are my customers. So I have to make sure that the staff is taking care. You know, on a hot day we make sure that there's water Gatorade. I mean, I rented an ice cream truck.

Speaker 2: 17:37

You get what you want.

Felicia Rey: 17:38

You want an ice cream sandwich and a popsicle Get both, get both. I don't mind, I love it, I don't mind, but these are the things.

Kyle Mountsier: 17:47

My kids are gonna listen to this part.

Felicia Rey: 17:48

It has to be like we're moving to Jersey.

Kyle Mountsier: 17:50

I'm working for the Nissan store. Come on, those are the things. You know and you go, it's just ice cream.

Felicia Rey: 17:57

But I recognize that they're hot. I recognize that they're working in a you know, 150 degree. They feel shop. They're the ones turning their wrenches. Yeah, let's see what they're gonna be.

Kyle Mountsier: 18:09

I'm telling you when I was in the dealership there's nothing that a frosty can't solve. You know, like you come back with two fistfuls of like stacks of frosties just ready for people. That solves so many communication breakdowns, you know yeah.

Felicia Rey: 18:24

They're thirsty. You know, every month we have at least something. This month we're trying to get them to rent out a movie theater to watch Gran Turismo For the Nissan, you know. So we're trying to do that. We've done, like I said, the Thanksgiving thing, that's definitely one. If it's Valentine's Day, I get heart shaped pizza. It's Halloween, I get Jackerland and pizza. You know.

Paul J Daly: 18:49

And dress like a pilgrim.

Felicia Rey: 18:50

Yes, yeah, I don't mind, we got costumes for them all, you know.

Paul J Daly: 18:56

Are you guys hiring?

Felicia Rey: 18:57

To me, I guess.

Paul J Daly: 18:59

Asking for a friend.

Kyle Mountsier: 19:01

Yeah, cerillo and my kids both love ice cream.

Paul J Daly: 19:04

That's the point here I could see them, indian style, just sitting around like trading Lego tips. Right, yeah, I love it. Felicia, what is your aspiration in the industry? You've obviously done so much and you care so much and you see the industry for what it is. What's your goal?

Felicia Rey: 19:24

I want to keep. I don't like to stay stagnant for very long, so I keep advancing. I love to learn. I'd love to go to NADA that's something I mentioned. Julie Tozzo earlier. She was one of the owners. Unfortunately, last year she passed away unexpectedly and she was a mentor for me. And I'm going oh man, do I stay in automotive, Do I go back to teaching? And ultimately, after this year I said I'm exactly where I should be.

Paul J Daly: 19:53

Yes, I'm glad you said that, because we were about to launch a full campaign to keep you in auto.

Felicia Rey: 19:59

No, it took a while because I said do I leave, do I not? It was a real blow. It was a real blow to the dealership, it was a real blow to me. Like I said, she was my mentor and friend and I did. I just said you know what this is? It she's still here and I follow what she has taught me, you know, and that's what she wanted. She wanted me to go to NADA, so that's all I'm saying Not the event, but the academy.

Paul J Daly: 20:22

Is that what you're saying?

Felicia Rey: 20:23

Yes, the academy. Yes, Well, actually, with 40 under 40, I think we have to go to the event in Vegas, so we'll see you at the event.

Paul J Daly: 20:32

but NADA Academy will also be at a Sotucon so you can meet a lot of the instructors and see them there and like, oh nice, grease those wheels a little bit while you're there.

Felicia Rey: 20:42

Well, I've been saving my pennies. That's a costly endeavor, but I would say my pennies and I would like to make that happen in her honor.

Kyle Mountsier: 20:51

So that's awesome, amazing Well, felicia, we thank you so much for spending a little bit of time with us. Your energy is infectious and we can see it in the ice cream, shocks and pilgrim outfits that you have at the store and I'm sure your employees love all of it too. Congrats on the 40 under 40. Thank you and, like I said, thank you so much for spending a little time here on AutoClub.

Felicia Rey: 21:11

Thank you. Thank you so much for having me, guys. I really appreciate it.

Paul J Daly: 21:18

Okay, about that commute, gentlemen, I used to have a commute that was similar.

Kyle Mountsier: 21:26

I felt so bad for her in that moment. I was like on the verge of tears.

Paul J Daly: 21:29

She doesn't look like she feels bad for herself.

Kyle Mountsier: 21:32

Not at all. She's pumped and that's what I love. I'm like for you to commit for that long, for four years, to do in the hour and a half drive Each one. I mean, she said she loves her job. There's some people that are like, oh, I love my job, and you're like, yeah, right, she loves her job, you know? And just to think about the inside of like, yeah, I'm gonna take care of my employees this way. I wanna make sure this month we're doing this thing. This month we're doing this thing. They're always getting engaged and firing, but also I'm gonna lean on them. I'm gonna make sure they're always doing their tasks, they're always doing their tests, they're always taking and learning right. That balance of like, yeah, we're getting down to work, but also we're gonna have a lot of fun.

Michael Cirillo: 22:12

Key clutch, it works best, right? Well, it's like that balance. It's weird that somehow in the last five years, showing up to work became less about work, like I think the lines got crossed because there's so much conversation about culture and servant leadership and this, and that that people started to go. Oh, so like I just have to feel all warm and fuzzy here, no, like we're here to work. And I feel like she struck that balance of hey, I'm here, I'm here for you, I'm here to support you, we're gonna do some fun stuff. So this is amazing place. Culture also, I'm gonna hold you to account. You're here to perform, you're here to work. And honestly, I think we're seeing a resurgence of this topic, of where employees actually desire that level of structure and accountability. They wanna know what's expected.

Paul J Daly: 23:00

Yes, well that's the big lie in culture right, that working hard is somehow takes away from your life like investing yourself. But the reality is hard work in a great environment is one of the most fulfilling things. Yes, you go home tired. Have you ever gotten tired after a workout?

Michael Cirillo: 23:19

Never.

Paul J Daly: 23:20

Never have you ever got tired, kyle, after a 10 mile run? Like no, because I think Seth Godin said it. He's like no one will ever write a book called how to Run a Marathon without getting tired. But when you listen to the people who have done it working out I've heard about it they would say it feels really good it feels. so good it feels really good to know that you worked hard towards something productive and it's done. So I think that's one of the lies that's out there in culture and I think she's just proving it wrong, right, and I bet the environment in her shop also reflects that Absolutely.

Michael Cirillo: 23:51

Yep, amazing conversation with our new pal, Felicia Ray. I keep on to say Felicia Ray, I don't know why. Maybe it's the no, no, no, no, noe Jose behind me. We hope you enjoy this conversation on Auto Collabs On behalf of myself, Michael Srillo, Paul J Daly and Kyle Mount Seer. We'll catch you on the next episode.

Speaker 2: 24:13

Sign up for our free and fun to read daily email for a free shot of relevant news and automotive retail media and pop culture. You can get it now at asotucom. That's asotucom. If you love this podcast, please leave us a review and share it with a friend. Thanks again for listening. We'll see you next time. Music. Welcome to Auto Collabs.

Felicia Rey: 24:46

Ha ha ha.

Michael Cirillo: 24:48

Why are we recording?

Paul J Daly: 24:50

Ha, ha ha.

‍