The Friction Audit

The front end is shrinking. Fixed Ops is the new showroom.

The Friction Audit shows you what your own reports can't see: the revenue leaking out of your service drive. I come in as a customer, document the absence of control and put a number on it. Fresh eyes find what expertise normalizes.

Request a conversation How it works
Why It Matters

Your service drive is leaking customers, and nothing on your desk shows it.

75%
of post-warranty repairs happen outside the dealer network. The customer the dealership sold is doing their service somewhere else.
NADA letter to Congress, September 2026
60-70%
of declined service gets completed later. Just not at your store. The "no" at your counter is a "yes" somewhere else.
Natural Lead 2026 analyses, Cox coverage
62%
of customers preferred the dealership before the visit. 48% ended up frustrated by the time they left. The dealership earned the preference, then lost it.
VisQuanta / Cox Automotive
43-49%
advisor turnover annually. Half the people your customer dealt with last year aren't there this year.
NADA Workforce Study, Numa, Chris Collins Inc
The Visibility Gap

What your reports show, and what they can't see.

What your reports show

Your CSI survey shows a satisfied customer.
Your revenue report shows what came in.
Your monthly P&L closes clean.

What they can't see

The request that never got written down.
The customer who quietly never came back.
The money that never made it through the door.
And you can't check this yourself. The minute your people see you coming, everything changes.
How It Works

Three steps. One number. Nothing in your operation disrupted.

01  ·  A CAR COMES IN

I book a service like any other customer.

Nobody at your store knows: not the advisors, not the porters, not the managers. That is the only way to see how a system actually runs.

02  ·  EVERY STEP GETS DOCUMENTED

The booking, the call, the greeting, the paperwork, the wait, the pickup, the follow-up.

Every single step, exactly as your customer experiences it. Nothing inferred. Nothing summarized.

03  ·  YOU GET ONE NUMBER

A single report that ends in one number.

What the problems I found are likely costing you in a year. Every finding traces to a moment that actually happened. Every assumption is written down. You can double check the math yourself.

This is not a mystery shop. A mystery shop asks whether your people did a good job. You get a number you can challenge.

What Drove Customers Away

Two blind audits. Two stores of the same luxury brand. Nothing caught any of it.

  • A customer concern stated at intake never made the repair order. One hour of billable diagnostic labor, lost before the vehicle reached the shop.
  • An advisor left the desk twice to recover data the system should have delivered. Rework that reads as normal work.
  • Two hours after the customer drove away, the online tracker still said the car was in the shop. Labor to maintain a system that reassures no one.

None of it took a bad employee. Nothing visible in the customer process was there to catch it. So the question for your store is simple: what catches it today?

"I am not telling you these things happen every time. I am telling you nothing in the operation prevents them from happening any time." Stephen Wright, Founder RightOps
The Documents

Three documents. Available on request.

The one-minute version, the sales sheet, and the full anonymized case study. Request any of them below and I will send them directly. Nothing public, nothing downloaded, nothing cached.

THE ONE-MINUTE VERSION
The Friction Audit
How the audit works in plain English.

The Explainer

One page. The plainest version of what I do, what I find, what the owner gets, what I'm not, and what it costs. Hand this to anyone who needs to understand the audit in sixty seconds.

THE SALES SHEET
The Friction Audit
What your own reports can't show you.

The Sales Sheet

One page. The industry data, the visibility gap, the three steps, and the proof. Built to be forwarded to a dealer principal who has thirty seconds between calls.

ANONYMIZED CASE STUDY
Luxury Dealership
Modeled annual exposure: $114,400 to $338,000, under stated assumptions.

The Case Study

Twenty-one pages. The full anonymized report from a single blind observation. Part One is the visit, told the way the customer lived it. Part Two is the proof: every finding, every assumption, every calculation. Pull any thread.

Each request routes to my inbox. I send the document directly, usually the same day.

$2,500
Flat. No strings.

I spot the problems, hand you the report, and leave.

No new software. No training programs. No consulting retainer. What you do next is entirely up to you.

The ask: thirty minutes
About

Stephen Wright, Founder RightOps.

I built RightOps around one product: the Friction Audit. One blind visit. One report. One number. What the problems I find are likely costing you in a year.

Every finding traces to a moment that happened. Every assumption is written down. The model is built to be challenged. The math is yours to check.

Bad systems ruin good people. The audit documents the system, in numbers your leadership team can act on.

Also from RightOps

The Workforce ArchitectWeekly newsletter on LinkedIn.

The Audio SessionsAn eight-episode podcast series.

Live webinarsStanding-room sessions on fixed ops leakage and the Friction Audit methodology.

Get Started

One conversation. No pressure. No pitch deck.

If your dealership's fixed ops numbers feel flat and you can't figure out why, I built this for you. Email, call, or send a note below.

Direct

Email
swright4774@gmail.com
Phone
(909) 223-4321
LinkedIn
linkedin.com/in/stephen-wright-phr
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