Fixed Ops Roundtable: Recent Episodes
Ted Ings
The Fixed Ops Roundtable, hosted by Ted Ings, is your source for cutting edge information, technology, and best practices from leaders and innovators in the retail automobile industry. Enjoy weekly episodes featuring expert interviews that originally aired during Ted Ings popular Fixed Ops Roundtable live and virtual events.
Robert Wooden has spent 40 years inside dealerships, the last 30 building the technology and software behind them. He's the founder of Fixed Ops Intel, now in its 29th year with a singular focus: warranty uplift. No side projects, no diversification. Just the deepest expertise in an industry that's finally paying attention to it.
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What we discuss in this episode:
Right now, factory reps are parsing every line of every repair order looking for a reason to deny your submission. Most dealers don't know it's happening. The ones who do are getting reimbursed at rates their competitors haven't even heard of yet.
One state just flipped a switch that could nearly double what dealers get paid for warranty labor time. Robert breaks down the exact multiplier, and why dealers just one state border away are already falling behind.
He also reveals what's happening behind the curtain at manufacturers right now, a shift most dealers won't see coming until it's already cost them money.
And there's a new player entering the warranty uplift space that has Robert sounding an alarm most dealers need to hear before they sign anything.
If your dealership touches warranty claims, this episode could be the difference between leaving money on the table and finding out exactly how much of it was always yours to claim.
Listen to the episode featuring Robert Wooden for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Robert Wooden
Connect with Ted Ings and the Fixed Ops Roundtable:
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- Center for Performance Improvement
One dealer cut their service BDC from six people to two. Same call volume. Same revenue. The only thing that changed was who was answering the phone.
Misty Tippets, Senior Automotive Marketing Lead at Podium, has spent years working directly with hundreds of dealerships as they roll out AI in fixed ops, sitting behind the service counter, watching advisors work in real time, and tracking exactly where follow-up and re-engagement fall apart.
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What we discuss in this episode:
In this episode Sarah Vantine and Ted Ings sit down with Misty Tippets to expose the real reason decline services and follow-up keep falling apart at even the best-run stores, and it has nothing to do with training. It's a capacity problem hiding in plain sight, and most GMs have no idea how much revenue is quietly leaking out of their service drive right now.
There's a reason most dealerships have bought "one more tool" and gotten nothing for it. Misty names the exact mistake, and the one conversation every GM needs to have on day one, before the tool goes live, not after the team finds out on their own.
Listen to the episode featuring Misty Tippets for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Misty Tippets
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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Eric Zuniga is a fixed operations strategist and industry veteran with ALLDATA, the company that has been at the center of dealership technology evolution for over 40 years. From digitizing OEM information to building the connected workflows that modern shops depend on daily, ALLDATA has seen every major shift this industry has gone through. Eric works directly with dealer groups of all sizes across the country, and his ground-level visibility into what's actually working, and what's quietly failing, in service departments right now makes him one of the most valuable voices in the room.
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What we discuss in this episode:
In this episode, Eric Zuniga of ALLDATA joins Ted Ings and Sarah Vantine to talk about what's actually separating high-performing fixed ops departments from everyone else in 2026. There's a conversation happening in your market right now, between your potential customers and AI, and your dealership either shows up in that conversation or it doesn't. Eric explains exactly why, and what to do about it.
Plus the one number in your recon process you need to look at first thing tomorrow morning.
Listen to the episode featuring Erik Zuniga for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Erik Zuniga
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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- Center for Performance Improvement
Gabe Schiffer is theCustomer Success Manager, Siro AI, the platform quietly reshaping how fixed ops teams communicate, coach, and close. Gabe works directly with dealerships and fixed ops teams to implement, optimize, and get measurable results from Siro's AI conversation intelligence platform. He doesn't just sell the product, he's in the trenches with service teams every day, building the coaching systems and evaluation frameworks that turn average advisors into top performers.
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What we discuss in this episode:
In this episode, Gabe Schiffer pulls back the curtain on what AI-powered conversation intelligence is actually revealing inside real dealership service departments right now, the patterns top performers share, the small habits quietly costing average advisors thousands per month, and why one auto group's numbers changed so dramatically they thought something was wrong.
Ted and Sarah go deep with Gabe on how fast this actually gets deployed, what a service team looks like six weeks in versus day one, and what's coming next that will change how dealerships connect every conversation to every dollar on every RO.
Listen to the episode featuring Gabe Schiffer for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Gabe Schiffer
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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Melissa Terrell is one of the automotive industry's leading voices on reputation management and customer intelligence. At Widewail, a platform born from within the auto industry, she works with dealerships across the country to help them systematically capture, respond to, and act on customer feedback at scale. Widewail currently generates three times the review volume of the industry standard, maintains a 100% response rate, and has reputation data on file for every dealership in the United States.
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What we discuss in this episode:
- The single metric that shows how much ground dealerships have already lost in service retention, and what's accelerating it
- How the shift to AI-powered search is quietly rewiring how customers find and choose a service department
- What your reviews are already telling you about your team that your managers probably aren't
- The difference between responding to reviews and actually closing the loop with a customer, and why it matters more than most operators realize
- Where to start if you have zero reputation infrastructure and a full plate
- The one operational move Melissa recommends every fixed ops director make this week, before touching anything else
Listen to the episode featuring Melissa Terrell for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Melissa Terrell
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Kim Saylor is Senior Director of Product Marketing at CDK Global, the industry's leading dealership technology provider. With deep expertise in fixed operations and consumer behavior, Kim has spent years translating data into strategy for dealers nationwide. She's one of the most sought-after voices in automotive retail, and when CDK releases a study, the industry listens.
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What we discuss in this episode:
The 2026 CDK Service Advisor Report just dropped. And the numbers are not what most dealers expected.
Kim Saylor brings the findings to the Fix Ops Roundtable, and what she shares with Ted Ings and Sarah Vantine cuts straight to the heart of why some dealerships are quietly building an army of loyal customers while others keep wondering why they can't hold onto them
We get into:
- Why 94% of Gen Z customers return to their selling dealer for service
- The overlooked recall work opportunity that's costing dealers more than they realize
- How trust is built or destroyed in the first 60 seconds of a service visit
- The precise combination of advisor skill and technology that separates the top performers from everyone else
There's a generational shift happening in your service lane right now. One generation is outperforming every other in loyalty, spend, and return rate, and most dealers are completely underestimating them.
Listen to the episode featuring Kim Saylor for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kim Saylor
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Chase Southwick is the 63rd General Chair of the Northwood University International Auto Show, the largest outdoor new car auto show in the United States. A student at Northwood University, America's Automotive University, Chase oversees a team of department heads and hundreds of student volunteers to produce a three-day event that draws an estimated 50,000 attendees to Midland, Michigan each fall.
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What we discuss in this episode:
This episode covers the behind-the-scenes of a show that's been running for 63 years, what it takes to convince dealers to hand over six-figure inventory, how students build industry relationships that last decades, and what the 2026 theme "Northwood Drives America" actually means for the show's direction this year.
September 18–20. Midland, Michigan. Ted and Sarah will be there. This episode tells you why you should be too.
Listen to the episode featuring Chase Southwick for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Chase Southwick
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Karl Murphy is the CEO of Spiffy, the leading mobile service operating system built specifically for automotive dealerships. With over 12 years of experience transforming how dealers deliver service outside the four walls of their shop, Karl has become one of the most sought-after voices in fixed operations — helping dealerships scale mobile programs from a single van into multi-asset, high-margin revenue lines that run with the precision of a software company. His clients include some of the most forward-thinking dealer groups in the country, and the results they're producing are quietly rewriting what's possible in fixed ops.
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What we discuss in this episode:
Mobile service has been talked about for years. Most dealerships have tried it. Few have scaled it. Even fewer have made it genuinely profitable.
Karl Murphy has watched every version of this story play out, and in this episode, he breaks down exactly what separates the operations that stall from the ones that are now generating serious, repeatable gross profit from vans that didn't exist in their service drive two years ago.
What's working. Why humans alone can't get you there. And what the dealers who've figured this out already know that everyone else is still missing.
Listen to the episode featuring Karl Murphy for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Karl Murphy
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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Chris Austin is the Chief Revenue Officer of StrategicSource, a Minnesota-based outsourced purchasing organization with 25 years of deep roots in automotive retail. Having grown up inside every department of the business, from sourcing and auditing to client services and executive strategy, Chris has sat inside the budget meetings, contract negotiations, and financial blind spots of dealership groups ranging from single-point stores to 80-location operations across all 50 states. He doesn't just understand dealership expenses. He knows exactly where they disappear.
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What we discuss in this episode:
In this episode, Chris Austin pulls back the curtain on the expense problem hiding inside nearly every dealership in America, the suppliers on autopilot, the contracts nobody is auditing, and the price increases slipping through unnoticed month after month. We're talking about an industry where the average dealership is overspending by 25% on indirect expenses alone.
One client recently discovered a 72% increase in their uniform costs they had never caught. Not because they weren't smart. Because nobody had the time, the benchmarks, or the system to find it.
We go deep into:
- Why 95% of dealerships have no dedicated purchasing function — and what that's actually costing them
- The difference between reactive and proactive expense management
- How decentralized contract management is silently eroding margins
- Why selling more cars is not the answer to an expense problem
This conversation goes places most dealership financial discussions never do, and if you're responsible for the profitability of any automotive retail operation, what Chris shares here will change how you look at your P&L.
Listen to the episode featuring Chris Austin for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Chris Austin
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Matt Leone is the CEO of DriveCentric, the automotive engagement platform that has been redefining how dealerships connect with customers across every department, from sales and F&I to fixed operations. Under his leadership, DriveCentric has evolved far beyond traditional CRM, building the infrastructure for a unified customer experience that the automotive industry has never seen at this scale. Matt is one of the most forward-thinking voices in retail automotive technology today.
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What we discuss in this episode:
In this episode of the Fix Ops Roundtable, Matt Leone joins Sarah Vantine and Ted Ings to talk about the single biggest operational blind spot costing dealerships gross profit right now, and the technology that closes it.
If your sales team and your service department are running on different systems, different data, and different conversations, your customers already know it. And in 2026, with margin pressure real and consumer expectations higher than ever, that gap is no longer sustainable.
Matt breaks down why the CRM category got it wrong for decades, what a true engagement platform looks like when it actually works, and why the dealers who move first on this are about to have a significant competitive advantage over everyone who waits.
This is the conversation fixed ops has needed for a long time.
Listen to the episode featuring Matt Leone for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Matt Leone
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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- Center for Performance Improvement
Ari Polakov is the co-founder of Flai, an AI communications platform built specifically for automotive dealerships. Before founding Flai, Ari spent years studying the operational gaps inside service departments, particularly the hidden revenue being lost at the phone level. That obsession led him to build a product now trusted by some of the largest dealer groups in the United States, including top-15 operations running tens of thousands of AI-handled calls every single month.
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What we discuss in this episode:
Ari is one of a rare breed of founders who leads with data before pitching a product. His team conducted a large-scale national study, tens of thousands of calls across dealerships at every hour of the day, to prove what most in the industry refused to believe: that the phone problem was bigger, and more universal, than anyone wanted to admit. Today, Flai operates at the intersection of AI, telephony, and dealership operations, turning missed calls into booked appointments and giving service managers the visibility they never knew they were missing.
Listen to the episode featuring Ari Polakov for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ari Polakov
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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Kyle Johnson is the co-founder and CMO of Redline Connect. With over 15 years embedded exclusively in the automotive parts industry, Kyle has built and acquired multiple service businesses spanning parts delivery, outside marketing, and in-store staffing solutions, all purpose-built for the OE parts world. He and his team are now behind the industry's first AI platform designed specifically for parts departments.
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What we discuss in this episode:
The parts department has been the most overlooked profit center in the dealership. Understaffed, overwhelmed, and hemorrhaging revenue on every unanswered call and every customer put on hold, and nobody built a solution for it. Until Kyle Johnson did.
In this episode, Kyle breaks down what's actually happening inside parts departments across the country, why 60% of customers cite being put on hold as their #1 complaint, and how the industry's first AI platform built specifically for parts is quietly giving early adopters an edge their competitors don't even know exists yet.
If you run fixed ops, manage a parts department, or own a dealership, what Kyle shares here will make you rethink how much revenue has been walking out the door — and what it looks like when you finally stop it.
Listen to the episode featuring Kyle Johnson for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kyle Johnson
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Bill Demaree is the Corporate Director of Fixed Operations for Tom Wood Automotive Group, one of Indiana's most respected dealer groups spanning 13 rooftops. With decades of experience in the automotive industry, Bill has built a reputation not just for running high-performing service departments, but for reimagining what fixed ops leadership actually looks like at scale.
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What we discuss in this episode:
In this episode, Bill pulls back the curtain on exactly how Tom Wood Automotive Group rebuilt fixed ops from the ground up, the AI tools actually moving the needle (not just the buzzwords), a technician development program built in partnership with the state of Indiana that's producing talent other dealerships can't find, and a transparency system that turned customer accusations into a brand-new revenue stream.
This is the blueprint most fixed ops leaders wish existed.
We're talking documented processes, video MPI done right, service advisor handbooks built for replication, and a 2026 roadmap that treats every touchpoint — parts, service, marketing as a system worth mastering.
Listen to the episode featuring Bill Demaree for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Bill Demaree
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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Every company you've seen dominate the automotive industry had help getting there. Laurie Halter is that help.
Laurie Halter is the founder of Charisma Communications, a PR agency with over 20 years of experience helping automotive technology companies build brands that break through. From early stage startups to established names, Laurie knows exactly how to get vendors in front of the right people, and keep them there.
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What we discuss in this episode:
In this episode, Laurie breaks down the hidden architecture of a brand that wins, how the right message, repeated with discipline, is worth more than any marketing budget. She shares what early-stage companies get catastrophically wrong, what the best-positioned brands are quietly doing differently, and why fixed ops has become the most important battleground in automotive right now.
If you're a dealer, a vendor, or anyone trying to cut through a crowded market, this conversation will change how you think about your brand.
The insights Laurie shares here aren't in any playbook. They come from two decades of being in the room.
Listen to the episode featuring Laurie Halter for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Laurie Halter
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
New vehicle sales are projected to drop. ASARs are softening. And yet, the dealers who understand what's quietly happening right now are already positioning themselves to have their most profitable year yet.
Dan Shine of Automotive News joins Ted Ings and Sarah Vantine on the Fixed Ops Roundtable to break down exactly why 2026 is a defining moment for fixed operations, and why the service lane is no longer just a revenue stream. It's a lifeline.
With the average vehicle age hitting record highs, 70% of customers defecting after three years, and an affordability crisis keeping buyers out of showrooms, the opportunity sitting inside your service department has never been larger, or more at risk of being left on the table.
Dan pulls back the curtain on what the industry's top dealerships are doing differently, how AI is beginning to reshape service workflows, and the one retention mistake that's quietly sending your customers straight to the independents.
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dan Shine
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
The automotive industry is facing a generational shift that most operators aren't prepared for, and the window to act is closing faster than anyone wants to admit.
Kent McDonald, President of Northwood University, sits down with Ted Ings and Sarah VanTine to talk about what's really happening to talent in this industry, why the companies moving right now will dominate the next decade, and what Northwood is building that has some of the largest names in automotive quietly paying very close attention.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why the automotive talent crisis is more urgent than most dealers realize
- The qualities top employers are desperately searching for, and why they're harder to find than ever
- What Northwood's Automotive MBA is doing that no other program in the country is attempting
- The bold moves major automotive groups are making right now to secure their next generation of talent
- Why Motorsports is Northwood's exciting new frontier, and who's already taking notice
- The mindset shift that separates the operators who will thrive next decade from those who won't
There's a reason Northwood alumni keep showing up at the highest levels of this business. This conversation explains why.
Listen to the episode featuring Kent MacDonald for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kent MacDonald
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Every time a car breaks down, a dealership either wins a customer for life or loses one forever. Most don't even know it's happening.
Anthony Giagnacovo has run 150,000 of those moments, every single month. And in this episode he breaks down exactly what's at stake: the average repair order sitting inside every roadside rescue, why the difference between 45 minutes and 62 minutes can define your entire brand reputation, and the F&I products that quietly guarantee customers have no choice but to come back to your service drive.
This is the conversation about customer retention that nobody in fixed ops is framing correctly. The breakdown isn't the problem. It's the opportunity. And after 62 years of rescues, Anthony knows precisely how to turn the worst moment in a driver's day into the most valuable relationship a dealership can build.
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Anthony Giagnacovo
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Automotive talent development just got a serious upgrade, and Lithia & Driveway's DART program is leading the charge.
Diego Rojas, the architect behind one of the most in-demand leadership development programs in automotive retail today, joins the Fixed Ops Roundtable to talk about what's happening inside Lithia & Driveway that dealership general managers across the country are lining up for, and waiting months to get.
What exactly is a "Darter?" Why are stores fighting over them? And what does Lithia's CEO want to see happen before the end of 2026?
Diego answers all of it, and what he reveals about where DART is heading next will surprise you.
In this episode:
- How the DART program develops next-generation dealership leaders differently than anything else in the industry
- Why Northwood University graduates are becoming some of the most sought-after candidates in automotive retail
- The hiring and placement process that makes this program unlike anything else
- Lithia & Driveway's bold 2026 targets straight from the CEO
- What's on the horizon globally for DART
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brian Kramer
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode Sarah Vantine sits down with Luke May, dealer principal of White Family Dealerships (South Dakota & Wyoming), to unpack what it really takes to build a winning fixed operations culture in today's competitive automotive landscape.
Luke brings a rare perspective, he started as a Ford-certified technician, spent 20 years in the field with General Motors, and now oversees five rooftops. And he's using every bit of that experience to do things differently.
In this episode, you'll discover:
- The untapped talent pool that could solve your technician shortage
- How Luke built a fixed ops leadership team where over half the leaders are women
- The surprisingly simple gestures that drive technician retention better than a pay raise
- What dealers absolutely must prioritize heading into 2026 to stay competitive for talent
- Why your technicians need to be on your website, your social media, and in your business cards right now
If you're a dealer, fixed ops director, or service manager serious about retention, recruitment, and building a team that actually wants to stay, this conversation will change how you think about your people.
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Luke May
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Your website says 60-minute oil changes. Your Google reviews say two and a half hours. And AI just chose your competitor.
Brian Kramer, one of the most influential voices in automotive retail and VP at Cars Commerce, joins Sarah and Ted for a conversation that every dealer, service director, and fixed ops leader needs to hear RIGHT NOW — because the rules of digital visibility just changed permanently.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
In this episode, Brian unpacks the single biggest shift happening in automotive marketing: the rise of Answer Engine Optimization (AEO) and why your Google reviews, Yelp page, Reddit presence, and Dealer Rater profile are now make-or-break factors in whether AI search engines even recommend your store.
What you'll learn:
- Why bots and AI agents now conduct MORE searches than humans, and what that means for your website structure
- The EEAT framework (Expertise, Experience, Authority, Trustworthiness) and how to reverse-engineer Google's algorithm to dominate local search
- How mismatched information across your platforms is silently destroying your ranking and how to fix it fast
- Why paid search is losing power (down from 70% to 50% of search share in one year) and what replaces it
- The real reason most dealers never crack 0.5% service drive acquisition, and what the top performers do differently (hint: no amount of automation can replicate it)
- Why Reddit is the #1 untapped platform for recruiting technicians right now
Brian also breaks down why the dealerships hitting 3–5% service drive conversion rates all share one thing in common and it has nothing to do with the technology they're using.
If you think you can buy your way to the top of AI search, Brian has a wake-up call for you. And if you're still relying on the same digital playbook from three years ago, this episode will tell you exactly what to change.
Listen to the episode featuring Brian Kramer for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brian Kramer
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the biggest thing holding your wholesale operation back… isn’t sales, but cash flow?
In this episode of the Fixed Ops Roundtable, we get real about one of the most frustrating (and misunderstood) challenges in fixed ops: accounts receivable, slow pay, and the silent cash-flow killers hiding in wholesale parts and B2B service work.
I’m joined by Dave Schell of Interstate Billing Service and Tully Williams from The Niello Company, and what starts as a conversation about AR quickly turns into a masterclass on how dealers can eliminate credit risk, unlock cash faster, and grow wholesale without losing sleep.
This isn’t theory. This is street-level fixed ops talk from people who’ve lived it.
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What we discuss in this episode:
- Why wholesale parts margins feel razor-thin, and how AR delays quietly erase your profits
- How dealers are floating six figures of cash without even realizing it
- Why “we’ve always done it this way” is costing stores more than they think
- How getting paid tomorrow instead of 60–120 days later changes everything
- The hidden stress wholesale creates for parts managers and business offices
- What happens when you take credit risk completely off the dealer’s plate
- Why cash flow, not gross, is what really keeps the lights on
Tully brings real-world perspective from running fixed ops at a multi-store luxury dealer group, while Dave breaks down how Interstate Billing Service removes the hardest part of wholesale: collecting the money.
Listen to the episode featuring Dave Schell & Tully Williams for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dave Schell & Tully William
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
If trust is the real currency of fixed ops… how are you earning it the moment a customer pulls into your drive?
That’s the question that sets the tone for this episode of The Fixed Ops Roundtable, and it’s one of the most honest, practical, and human conversations I’ve had in a long time.
I sat down with Spiro Morogiannis of BG Products, Inc., a true advocate for dealers and fixed ops teams, to unpack something that often gets overlooked in all the talk about technology, tools, and 2026 planning: the fundamentals of people, process, and trust. What unfolds is a real-world, boots-on-the-ground discussion about how small moments in the advisor process either build lifelong loyalty… or quietly push customers out the door.
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What we discuss in this episode:
- Why the advisor meet-and-greet is the most undervalued moment in fixed ops
- A real (and uncomfortable) service experience that shows how fast trust can be broken
- How consistency beats complexity when it comes to advisor processes
- The difference between “doing an MPI” and earning the right to present it
- Why menus, walkarounds, and expectation-setting calm customers before selling anything
- How technology should support the human conversation, not replace it
- The truth about severe service intervals and why most customers already qualify
- What post-warranty retention really looks like—and why independents win when dealers don’t have a plan
- How BG’s Lifetime Protection Plan becomes a loyalty strategy, not just a product
- Why a “Highline experience” shouldn’t be special… it should be standard
This episode isn’t theory. It’s not hype. It’s a reminder that customers don’t come back because of a system, they come back because of how you made them feel, how clearly you communicated, and whether you proved you were worthy of their trust.
If you’re building your 2026 fixed ops plan, leading advisors, or wondering why retention feels harder than it should… this conversation will hit home.
Listen to the episode featuring Spiro Morogiannis for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Spiro Morogiannis
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the last interaction your customer has with your dealership is the one that decides whether they ever come back?
In this episode of the Fixed Ops Roundtable, I sit down with Travis Siebert, Senior Vice President of Sales at Dealer Pay, to talk about something that used to be an afterthought in dealerships, and is now one of the most powerful drivers of trust, convenience, and profitability: payments.
What started as a simple conversation about card terminals quickly turns into a deep dive on how modern payment experiences are reshaping fixed ops, tightening compliance, reducing fraud, and improving CSI at the exact moment that matters most, the final touchpoint.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why dealership payments have quietly become a major category, and why dealers can’t afford to ignore it anymore
- The real story behind surcharging, cash discounting, and why so many dealers are confused (and exposed)
- How fraud is evolving, from “friendly fraud” to chargebacks, and what dealers can do right now to protect themselves
- The shift from shared cashier terminals to customer-facing, advisor-level payments
- Why compliance, reporting, and back-office harmony matter just as much as customer convenience
- How text-to-pay, mobile wallets, loyalty programs, and even crypto fit into the modern dealership ecosystem
- What Travis means when he says Dealer Pay isn’t a vendor, it’s a true partner
Along the way, Travis shares real-world examples from dealerships across the country, explains how Dealer Pay stays ahead of changing laws and card brand rules, and offers practical advice for dealers planning for the year ahead.
If you’re thinking about streamlining operations, protecting your dealership, improving the customer experience, and ending every service visit on a high note, this is an episode you don’t want to miss.
Listen to the episode featuring Travis Siebert for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Travis Siebert
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the biggest opportunity in Fixed Ops right now isn’t working harder… but removing the friction that’s wearing your people down?
In this episode of the Fixed Ops Roundtable, I sit down with Erik Zuniga of ALLDATA Automotive Intelligence for a real conversation about what’s actually changing inside dealership service departments, and why the dealers who win next will be the ones who obsess over people, process, and data.
This isn’t a surface-level tech talk. It’s a grounded, practical discussion about technicians, workflow, recon, and leadership, straight from the trenches.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why technician retention isn’t just about pay - Erik breaks down how wasted time, missing information, and broken workflows quietly burn techs out, and how giving them the right tools changes everything.
- The hidden cost of “searching for information”- We talk about the reality that techs lose up to 20% of their day hunting for specs, diagrams, and procedures, and what happens when that friction disappears.
- Career paths vs. just jobs - From mentorship to mastery, we explore how technology and training help dealerships create careers that techs want to stay in.
- Recon bottlenecks and the money sitting on the table - Used cars are driving profitability, but only if recon moves fast. Erik shares how shared data and digital workflows eliminate delays between service, parts, and sales.
- Why data is no longer optional leadership tooling - With vehicles aging past 12 years and DMS systems lagging behind, we talk about how smarter data usage leads to better decisions, better customer experiences, and better margins.
- What Fixed Ops leaders should focus on heading into 2026 - People. Process. Technology. Real priorities that will separate proactive leaders from reactive ones.
There’s also a standout moment where Erik shares how ALLDATA supports dealerships with on-demand master technician assistance, a resource more dealers should be leaning on, especially when staffing gets tight.
Listen to the episode featuring Erik Zuniga for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Erik Zuniga
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the biggest competitive advantage in Fixed Ops isn’t technology… but hospitality?
That’s the question at the heart of this episode of the Fixed Ops Roundtable, and once you hear this conversation, you won’t look at porters, greeters, car wash, or pickup & delivery the same way again.
In this episode, I’m joined by Brandon Hall, Vice President of Alliance Dealer Solutions, alongside my co-host Sarah Vantine, for a wide-ranging, high-energy conversation about why hospitality has become the new currency in today’s dealership experience. Brandon pulls back the curtain on how Alliance partners with dealerships across the country to help them focus on what they do best, selling and fixing cars, while his team elevates everything that surrounds that moment.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why hospitality isn’t just for front-of-house roles, and how it impacts CSI more than most dealers realize
- The real difference between a staffing partner and a temp agency (this one’s big)
- How seamless integration makes Alliance team members feel like dealership employees, not outsiders
- Why greeting, cleanliness, and the handoff experience can make or break a customer relationship
- How pickup & delivery unlocks technician capacity, scheduling flexibility, and customer loyalty
- The behind-the-scenes systems Alliance uses to train, measure, and coach for quality, without a “gotcha” culture
- How dealerships can adapt to seasonal labor challenges without sacrificing consistency
This episode is packed with practical insight, real-world examples, and a refreshing perspective on people, process, and culture. If you’ve ever felt the tension between wanting an elevated guest experience and struggling to staff, train, or manage those roles effectively, this conversation is for you.
Hit play to hear why hospitality is no longer a “nice to have,” how it’s reshaping Fixed Ops, and what forward-thinking dealers are doing right now to stand out.
Listen to the episode featuring Brandon Hall for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brandon Hall
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the “fixed costs” you’ve accepted for years… aren’t actually fixed at all?
That’s the question that kicks off this episode, and trust me, once we pulled on that thread, the whole sweater started to unravel.
In this Fixed Ops Roundtable conversation, I’m joined by Steve Thompson of Integrity Cost Consulting, Shon Kingrey from Kayser Automotive Group, along with Sarah Vantine, and we go straight at one of the most dangerous assumptions in dealership operations: that overhead is just the cost of doing business and not worth revisiting.
Spoiler alert: that assumption is costing dealers a lot more than they realize.
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What we discuss in this episode:
- Why “fixed costs” are often anything but fixed, and how contract drift quietly eats away at profitability
- Real-world stories of uniforms, laundry, telecom, waste, and utilities ballooning without anyone noticing
- Shon’s no-BS take on contracts, guarantees, and why “handshakes” sometimes outperform legal fine print
- How small, unchecked line items turn into six-figure losses across multi-rooftop groups
- The power of benchmarking beyond your own stores, and why most dealers are benchmarking the wrong way
- How Steve’s team finds refunds, negotiates better rates, and monitors vendors so dealers don’t have to
- Why saving money isn’t just about dollars, it’s about what those dollars can fund: people, growth, and peace of mind
There’s a moment in this conversation where it really hits you:
A few percentage points here and there can equal an entire employee, or more, every single year.
If you’re building budgets, planning for 2026, or just trying to protect profitability in a tighter market, this episode will absolutely challenge how you think about expenses you’ve probably ignored for far too long.
Listen to the episode featuring Steve Thompson & Shon Kingrey for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Steve Thompson & Shon Kingrey
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the last thing your customer experiences, 'the payment' became one of your biggest competitive advantages?
In this episode of the Fixed Ops Roundtable, we sit down with Randy Modos, Co-Founder and President of PayJunction, for a conversation that goes way beyond credit card terminals and transaction fees. This is about friction, freedom of choice, and the future of fixed ops profitability, all without sacrificing CSI.
Joined by Sarah Vantine, Randy and I unpack what a truly frictionless payment experience looks like today, for customers, advisors, controllers, and ownership alike. From text-to-pay and cards on file to no-code integrations and smart surcharging, this conversation hits at the heart of a problem every dealership feels… even if they haven’t fully named it yet.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- What “frictionless” really means, for customers and employees
- Why re-keying data is silently killing efficiency (and morale)
- How no-code payment integrations are giving dealerships back control and choice
- The truth about smart surcharging, and why it doesn’t hurt CSI when done right
- How customer-facing terminals eliminate confusion, compliance risk, and training fatigue
- Why controllers care so deeply about payments (and why you should too)
- Real numbers: how dealers are saving six figures per rooftop annually
This isn’t theory. It’s practical, real-world insight from someone living at the intersection of technology, fixed ops, and dealership economics.
Listen to the episode featuring Randy Modos for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Randy Modos
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the fastest way to improve CSI, advisor productivity, and even used car acquisition… wasn’t another process, but a better experience?
In this episode of the Fixed Ops Roundtable, I sit down with Joel Furno, Founder & CEO of Citrin Automotive Hospitality, alongside Ed Roberts of Bozard Ford Lincoln, and we go deep on something the industry talks about a lot, but rarely executes at a world-class level: hospitality on the service drive.
Joel’s story alone is worth hitting play. He started with $200, a valet company, and a hospitality mindset rooted in high-end hotels and restaurants, then accidentally stumbled into automotive and realized something big was missing. What followed was a complete reframe of how dealerships should think about porters, valets, hourly employees, and the service drive experience as a whole.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why hospitality is not a “nice-to-have,” but a performance multiplier
- How most dealerships unintentionally turn service managers into the most expensive porters in the building
- The hidden cost of 300–400% turnover in hourly roles, and how to fix it
- Joel’s 3% hiring philosophy and why standards matter more than speed
- How investing slightly more in hourly employees unlocks massive ROI
- A fascinating new approach to vehicle acquisition through the service drive, without salespeople swarming customers
- Why valets are the true bookends of the dealership experience
- And how taking care of “the little guys” builds your next generation of advisors, managers, and leaders
There are moments in this episode, especially when Joel breaks down hiring, retention, and purpose, that you’ll want to rewind and listen to again. If you care about culture, efficiency, customer experience, and long-term growth, this is one of those conversations that sticks with you.
Listen to the episode featuring Joel Furno & Ed Roberts for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Joel Furno & Ed Roberts
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if one simple decision in your service drive could boost customer retention by nearly a third?
That’s not a theory, that’s real data. And in this episode of the Fixed Ops Roundtable, I sit down with longtime friend of the show and industry heavyweight Rob Leary from BG Products to unpack a study that honestly stopped me in my tracks.
We’re talking real VIN-level data. Real dealerships. Real results. And insights every fixed ops leader needs to hear as they plan for the road ahead.
Rob breaks down the BG Service Retention Study, and more importantly, what it actually means for dealers today, not in a spreadsheet, but in the real world of service lanes, advisors, and customers who may or may not come back.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why BG analyzed data from 263 dealerships across virtually every OEM, and what stunned them when they saw the results
- How customers who purchased BG services showed 29–32% higher retention than those who didn’t
- The role digital menus, advisor consistency, and BG’s Lifetime Protection Plan play in keeping customers loyal
- How BG’s Hyper BI reporting tool is helping dealers uncover hundreds of thousands of dollars in parts and labor lift
- Why retention, not conquest, is the real profit multiplier (and what OEM and McKinsey data proves about it)
- How dealers should be thinking right now as they build their 2026 fixed ops strategy
This episode isn’t a sales pitch. It’s a data-backed conversation about why customers come back, what keeps them engaged, and how service departments can stop guessing and start executing with confidence.
If you care about retention, profitability, and making smarter decisions backed by real numbers, this episode is for you.
Listen to the episode featuring Rob Leary for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Rob Leary
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if one of the easiest ways to protect your dealership’s future profit is something you’re already entitled to, but probably underutilizing?
In this episode, I’m joined by my co-host Sarah Vantine and industry veteran Robert Wooden for a conversation that every fixed ops leader needs to hear, especially as we look ahead to 2026.
Robert has spent nearly three decades living and breathing fixed operations, and in this episode, he pulls back the curtain on warranty uplift, why it matters more now than ever, why so many dealers leave money on the table, and how the landscape is shifting as vehicles become more complex, more electric, and more expensive to repair.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why warranty reimbursement isn’t just about dealer profit—but about people, pay plans, training, and retention
- The biggest mistakes dealers make when they try to handle warranty uplift internally
- How EVs and hybrid vehicles are changing the rules around labor, parts, and manufacturer pushback
- What happens when a manufacturer pushes back—and why experience matters in those moments
- Why warranty uplift is one of the lowest-hanging profit opportunities heading into 2026
- How dealers can evaluate their opportunity with zero upfront risk
This is one of those conversations that feels practical, real, and immediately actionable. Just hard-earned insight from someone who’s been in the trenches, made the mistakes, fought the battles, and figured out how to win, without burning bridges.
If you’re a fixed ops manager, service director, or GM who’s staring down this year’s forecast and wondering where the profit is going to come from… this episode might just change how you think about warranty forever.
Listen to the episode featuring Robert Wooden for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Robert Wooden
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What happens when car prices hit record highs, consumers feel the squeeze, and dealers are forced to play a smarter game, not a harder one?
In this episode of The Fixed Ops Roundtable, Sarah Vantine sits down with Steve Greenfield, General Partner at Automotive Ventures, for a wide-ranging conversation about where automotive retail is really headed, and why fixed operations may be the most important lever dealers have right now.
Steve brings a rare vantage point to the table. With nearly 50 early-stage investments across dealer-facing technology, he sees the future before most of us ever feel it. And in this conversation, he doesn’t hold back.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why dealers can’t control the economy, but they can control fixed ops
- How rising vehicle prices, negative equity, and interest rates are reshaping consumer behavior
- The first real wave of AI hitting fixed operations (and why it’s starting with phone calls)
- How smarter scheduling, service videos, and automation are transforming the customer experience
- What dealers can learn from companies like BusyCar, MoreCloud, and TruVideo
- Why global pressure—especially from China’s automotive market—will change repair costs, loyalty, and profitability
- The evolving role of the technician and why this might actually attract the next generation
- How dealers should think about vendor selection without getting overwhelmed at events like NADA
This episode is packed with practical insights, real examples, and forward-looking ideas that matter right now, especially if you’re trying to future-proof your service department while everyone else is still chasing the front end.
If you’re a dealer, operator, or industry leader wondering where to focus next, this is one of those conversations that helps you see the board more clearly.
Listen to the episode featuring Steve Greenfield for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Steve Greenfield
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the biggest risk to your dealership isn’t what you don’t know… but what you’ve gotten used to overlooking?
In this episode of the Fixed Ops Roundtable, Sarah Vantine and I sit down with our good friend Paul Elliott from Insurance Office of America (IOA), and let me tell you, this conversation goes way beyond “insurance talk.”
Paul pulls back the curtain on what risk actually looks like inside today’s dealership. From mobile service fleets operating in customer driveways, to technicians recording MPI videos on their phones, to employees lifting tires the same way they’ve always done it (until one day, they can’t)—this episode is a wake-up call in the best possible way.
And here’s the thing: none of this is about fear. It’s about awareness, protection, and leadership in a business that’s changing faster than most of us want to admit.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why insurance shouldn’t be a once-a-year renewal conversation—and what happens when it is
- How evolving customer expectations (mobile service, off-site work, digital inspections) create brand-new exposures for dealers
- The real role of risk management: protecting people first, profits second
- How technology (yes, even AI) is being used to prevent injuries—not punish people
- Why the best dealer-broker relationships look more like partnerships than transactions
- And Paul’s refreshingly honest take on compliance, consulting, and doing business the right way
This episode isn’t about selling you a policy.
It’s about helping you sleep better at night, knowing your people, your customers, and your assets are protected as your operation grows and evolves.
If you’re a dealer, GM, fixed ops leader, or department head trying to future-proof your business heading into 2026—this is one of those episodes you don’t half-listen to.
Hit play. Take notes. And ask yourself one simple question along the way:
“Are we truly protected… or just hoping nothing goes wrong?”
Listen to the episode featuring Paul Elliott for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Paul Elliott
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the biggest opportunity in your fixed ops department isn’t working harder… but seeing clearer?
In this episode of the Fixed Ops Roundtable, I’m joined by Pete Carusone, President & CEO of VisionAST, and Ed Roberts, COO of Bozard Ford Lincoln, for a real, no-nonsense conversation about why how we look at our numbers matters just as much as what we’re measuring.
We dig into a hard truth many dealers don’t want to admit: most of us are still managing fixed operations in the rearview mirror. Monthly reports. Lagging indicators. Emotional decisions. And then wondering why nothing changes.
This conversation challenges that thinking.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why real-time metrics beat monthly scorecards every single time
- How to avoid analysis paralysis by focusing on just 3–5 numbers that actually move the needle
- The danger of running your department on emotion instead of data
- How visual dashboards can become powerful coaching and training tools
- Why “keeping score” fuels healthy competition and better performance
- What mobile service profitability really looks like when you track it van by van
- And how data helps you stop justifying results… and start improving them
Ed shares practical, boots-on-the-ground insights from Bozard Ford Lincoln, including how his team uses data to create accountability, uncover opportunity, and make smarter decisions today—not next month or next year. Pete breaks down how dealers can simplify the chaos, align their teams, and build momentum by making the numbers visible, relevant, and actionable.
If you’re tired of reacting, guessing, or explaining away results—and you’re ready to lead your fixed ops department with clarity and confidence—this episode is for you.
Listen to the episode featuring Pete Carusone & Ed Roberts for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Pete Carusone & Ed Roberts
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
If you think video MPIs are “just another tool,” this episode might completely change how you see fixed ops.
In this episode, I sat down with Joe Shaker of TruVideo, alongside Sarah Vantine, and what unfolded was less about software… and more about human behavior. Trust. Transparency. Communication. The stuff we all talk about, but rarely execute at scale.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Joe isn’t just a vendor voice. He’s a dealer. And in classic Michael Cirillo–style truth-telling, this episode peels back the curtain on why video has quietly become table stakes in modern dealerships, and how the smartest operators are using it to drive real revenue, real retention, and real relationships.
What we get into on this episode:
- Why transparency without execution is just marketing fluff, and how video finally closes that gap
- The surprising stat that revealed dealers often aren’t even talking to the real decision-maker
- How fixing communication (not workflows) can unlock massive gains in CSI, labor dollars, and trust
- The role of AI-powered noise cancellation and sentiment analysis in solving problems before bad surveys and reviews happen
- How dealers are using video quality—not just video quantity—as their next fixed ops growth lever
- Practical, real-world strategies for getting technicians on board, including incentives that actually work
- Why video isn’t a “trend” anymore—it’s a language customers already speak
There are moments in this conversation where you can almost feel the lightbulb go on, especially when Joe explains how video doesn’t just build trust with customers, but also fixes broken trust inside the dealership itself. That alone is worth the listen.
If you’re planning for the year ahead, questioning profitability, or wondering how to protect and grow your fixed ops foundation in uncertain times, this episode gives you clarity, direction, and a playbook grounded in real dealer results.
Listen to the episode featuring Joe Shaker for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Joe Shaker
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the biggest growth opportunity in your dealership isn’t on the showroom floor… but already sitting in your service drive?
In this episode of the Fixed Ops Roundtable, I’m joined by Tej Soni, CEO of FrogData, alongside Sarah Vantine, for a conversation that quietly challenges how most dealers think about service, marketing, and growth.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We get into Fixed Ops Velocity, not as a buzzword, but as a very real shift in how dealers attract, convert, and retain service customers in today’s market. From post-warranty behavior to online search intent, this episode connects dots most stores don’t even realize are disconnected.
Tej shares how data is revealing blind spots in fixed ops marketing, why service departments are expected to perform without the same support as sales, and what happens when dealers stop guessing and start listening to what their data is actually telling them.
This isn’t a “do more marketing” conversation.
It’s a do the right things, at the right time, for the right customer conversation.
If you’re rethinking your plans for the year ahead, or you’ve felt that service should be doing more but couldn’t quite pinpoint how, this episode will get you thinking differently.
Listen to the episode featuring Tej Soni for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tej Soni
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
There are moments in this industry when you can almost see tomorrow walking toward you. This conversation, recorded at Northwood University’s International Auto Show and CAMS Industry Summit, is one of those moments.
Ted Ings and Sarah Vantine sit with two respected voices in automotive. Ed Roberts, Chief Operating Officer at Bozard Ford Lincoln, and Maureen Martin, Vice President at Dynatron Software. What makes this episode truly compelling is how both of them responded to a single shared experience. Being surrounded by hundreds of articulate, driven and highly engaged students who are already shaping what the future of automotive will become.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- A surprising insight from Maureen about the one characteristic that predicts long-term success in both business and life, and why most people resist it.
- Ed’s candid reflection on a moment at Northwood that shifted his understanding of what “raw talent” really looks like today.
- A subtle but powerful theme that emerged from the panels, a theme none of them expected, but all agreed could redefine how dealerships build teams in the coming years.
- A real-time example of leadership behavior from the students themselves that left all four of us rethinking how the industry traditionally identifies potential.
- And perhaps most interesting… what inspired two seasoned veterans to say they felt “rejuvenated” after decades in the business.
This episode is a reminder of why we love this business, who we do it for, and what’s possible when experience meets fresh perspective.
Listen to the episode featuring Ed Roberts and Maureen Martin for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ed Roberts and Maureen Martin
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the most important conversations in fixed ops are the ones happening outside the service bay? In this episode, recorded at the CAMS Industry Summit at Northwood University, we sit down with two industry voices who bring fresh clarity to where the business is headed: Curtis Gardner, Technician Extraordinaire, and David Reinicke, President of Automotive Warranty Network.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
This conversation opens a window into the technician experience, the realities of warranty work, and the rapid changes shaping the service department. Curtis shares what he discovered at Northwood and why the future for technicians may look different than most expect. David offers a straightforward look at the growing gaps in warranty processes and why documentation can make or break accuracy and pay. Together, they reveal how AI is beginning to influence diagnosis, communication, and workflow in ways that are already happening in today’s shops.
If you work in fixed ops or lead a team that depends on it, this episode gives you a thoughtful, honest look at the shifts coming your way and the opportunities they create.
Listen to the episode featuring Curtis Gardner & David Reinicke for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Curtis Gardner & David Reinicke
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the biggest threat to your dealership wasn’t the economy, the OEM, or even EV adoption… but the opportunities you’re not seeing yet?
Today on the Fixed Ops Roundtable, we’re coming to you from the CAMS Industry Summit at Northwood University with someone who never fails to shake the room. I’m sitting down with Brian Benstock of Paragon Honda, alongside the always brilliant Sarah Vantine, and Brian just finished delivering one of the most energizing keynotes of the entire summit.
This conversation will change the way you think about Fixed Ops, students entering the industry, and the future of service.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Brian breaks down the real story behind all the chaos in the world and why the data tells a very different, very encouraging truth about our business right now. We get into:
- Why today’s market conditions are actually setting up the biggest Fixed Ops opportunity of the next decade
- The real competitor dealerships are overlooking
- How pickup and delivery became Paragon’s unfair advantage
- The math that opened everyone’s eyes
- The message he delivered to students worried about AI replacing them
- A major new collaboration between Paragon and Northwood
- Leadership development, cross-pollination, and creating the industry’s next generation of leaders.
This episode is a front-row seat to how one of the industry’s most influential fixed ops leaders thinks about opportunity, innovation, and the future.
If you’ve been looking for a conversation that sparks new ideas, challenges your assumptions, and gives you a reason to get fired up about the next few years… this is the one to hit play on.
Listen to the episode featuring Brian Benstock for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brian Benstock
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
If you’ve ever wondered what happens when the automotive industry’s brightest thinkers sit down in one room, buckle up. This conversation feels like stepping into the control room of a rocket that’s already taking off.
In this episode, joining the conversation are two heavy hitters who are right at the center of that momentum: Mike Cavanaugh of Lithia and Driveway and Dr. Matt Bennett of Northwood University.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
You’ll hear why the CAMS Industry Summit has quickly become Northwood’s Super Bowl. Matt breaks down the original vision behind bringing industry and education together, and why this bridge matters more now than ever. Mike gives us a behind the scenes look at Lithia’s DART program, career development pipelines, and what it really feels like to work inside the world’s largest automotive group. He calls it holding onto a rocket ship for a reason.
We dive into the power of partnerships, why friendships beat transactions every time, and how a simple alignment of values can create programs that shift entire career paths. You’ll get an inside look at the evolution of Northwood’s automotive executive MBA, the leaders who helped build it, and the global impact this program is already making. There’s talk of legacy, of leadership, of passing the torch to the next wave of innovators who will shape mobility for decades to come.
If you're in automotive today and want to understand where the industry is heading, this is the conversation you listen to. If you're a leader, educator, or aspiring professional, this gives you a front row seat to the people designing the future. And if you're simply someone who loves seeing what happens when collaboration becomes the catalyst, you’re going to want to hit play.
Listen to the episode featuring Mike Cavanaugh and Dr Matt Bennett for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mike Cavanaugh and Dr Matt Bennett
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What happens when you mix the next generation of automotive leaders with a campus that breathes innovation and free enterprise?
You get something electric.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
In this episode of the Fixed Ops Roundtable, I sit down with CDK Global’s Mike Stoll, alongside Sarah Vantine, from the heart of Northwood University during the International Auto Show, and let me tell you, the energy here is contagious.
Mike shares how CDK is helping shape the future of Fixed Ops by mentoring and empowering students who are already asking the right questions — questions about what consumers actually want, how to make dealership service experiences simpler, and how to bring genuine hospitality into the car business.
We talk about the Fixed Operations class Mike leads, why he keeps driving hours just to spend time with these students, and what it’s really like to build a pipeline of passionate young professionals who are ready to rethink how dealerships operate from the inside out.
There’s something truly special happening at Northwood, an entrepreneurial spark that’s redefining what it means to serve customers, lead with integrity, and innovate for the future of automotive.
If you’ve ever wondered how we can attract, train, and retain the next generation of talent who care deeply about people, this episode is your sign to hit play.
Because as Mike says, “Our best is yet to come.”
Listen to the episode featuring Mike Stoll for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mike Stoll
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the future of automotive doesn’t depend on AI—but on how humans learn to work with it?
That’s exactly what we dive into in this episode of the Fixed Ops Roundtable, recorded live at the Northwood University International Auto Show. Ted Ings and Sarah Vantine sit down with Cobi Collins of Go Trego, a leader who’s helping the industry rethink what it means to find, train, and retain top talent in a tech-driven world.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Cobi brings powerful insight into how dealerships can uncover the right people for the right roles, and why not everyone is built to be a GM (and that’s okay). You’ll hear how Go Trego’s data-driven approach is helping educators and dealers close skills gaps before students even graduate, giving them a head start in the real world.
We also talk about the human side of technology, why people, not machines, will continue to drive automotive forward, and how creating an environment where talent and innovation work together is the real competitive edge.
If you’ve ever wondered how to future-proof your dealership’s people strategy, or what it really takes to attract next-generation talent, this conversation will open your eyes to what’s coming next.
🎧 Hit play to hear how Go Trego is changing the way the industry thinks about people, progress, and purpose.
Listen to the episode featuring Cobi Collins for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Cobi Collins
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What happens when education and industry come together to shape the future of automotive leadership?
In this episode we sit down with Jennifer Ness of Cox Automotive—a powerhouse conversation about partnership, purpose, and the people driving change in our industry.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Jennifer pulls back the curtain on Cox Automotive’s 20+ year relationship with Northwood University, sharing how hands-on education, real-world technology, and mentorship are preparing the next generation of automotive leaders. From the Cox Automotive Solutions Lab to internship programs that turn into full-time careers, this episode dives deep into how companies and universities can work together to fuel talent and innovation.
Vanessa offers a student’s perspective, sharing how engagement from companies like Cox Automotive changes everything for young professionals discovering their place in this industry. And yes, there’s even a touching moment as Jennifer beams with pride talking about her daughter Katrina, a Northwood grad and leader who’s blazing her own trail in automotive.
If you’ve ever wondered how to build genuine connections that open doors, or what it really takes to develop future-ready talent in the dealership world—this one’s for you.
🎧 Tune in to hear:
- The story behind Cox Automotive’s deep investment in Northwood University
- al-world education creates confident, career-ready graduates
- Why relationships are the real engine of success in our industry
- And the inspiring journey of students who became leaders through mentorship
This is more than a conversation about business—it’s about legacy, community, and the next generation who will define the future of automotive.
Listen to the episode featuring Jennifer Ness for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jennifer Ness
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if your customers never had to step foot in your dealership again, and still loved you for it?
That’s exactly what my guest, Clint Curtis, Founder and CEO of Zapmoto, is proving across the country. In this episode recorded live from Mike Calvert Toyota in Houston, Texas, we explore how Zapmoto is transforming pickup and delivery into one of the biggest customer satisfaction and retention opportunities in automotive today.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Clint shares how his team helps dealerships roll out seamless remote experiences, from providing vetted, insured drivers to integrating directly with your DMS for data-driven scheduling and communication. We also dig into:
- Why “convenience is kindness” might just be the new foundation of loyalty.
- How Zapmoto’s transparency model lets customers track their vehicles like a DoorDash delivery.
- The unexpected impact of removing customers from the lounge and how it lifts RO dollars by up to 50%.
- What every dealer can learn from the on-demand economy (and how to make it work for fixed ops).
Clint’s passion for innovation, combined with his approach to dealership operations, makes this a must-listen for any leader looking to future-proof their service department and create experiences customers actually rave about.
If you’ve ever wondered how to deliver the Amazon-level convenience your customers expect, without breaking your processes, this episode is your blueprint.
Listen to the episode featuring Clint Curtis for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Clint Curtis
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if you could turn every service appointment into a potential car sale… automatically?
In this episode, I sit down with Matthew Wilmsen of Affinitiv at Mike Calvert Toyota in Houston, Texas, and let’s just say, this conversation will make you rethink how your dealership uses data, AI, and marketing under one roof.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We dive into the real-world applications of artificial intelligence and machine learning in fixed ops, not as buzzwords, but as business tools that actually move the needle. Matthew breaks down how Affinitiv helps dealers cut vendor clutter, save real money, and communicate smarter with customers through personalized, behavior-driven messaging.
You’ll hear how:
- AI can predict when your customers need service, even if they haven’t been back in months.
- Machine learning can switch up communication automatically, from email to mail to increase engagement.
- Dealer teams can identify exactly which 20 customers in the service lane are most likely to trade in today.
- Consolidating vendors into one connected platform can unlock a smoother, more profitable workflow across departments.
Matthew also shares how Affinitiv’s tools help dealers not only retain customers but build long-term loyalty by uniting the fixed and variable sides of the business, something most stores are still trying to figure out.
If you’ve ever felt like your marketing is “busy” but not effective, or that your tech stack is more complicated than it should be… this episode will show you what the next evolution of dealership marketing really looks like.
👉 Hit play to find out how AI is reshaping the service drive, and why those who embrace it now will lead the next decade of retail automotive.
Listen to the episode featuring Matthew Wilmsen for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Matthew Wilmsen
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the car you just sold still remembers the last owner’s life?
Their texts. Their contacts. Even their credit card.
Yeah, that’s happening more often than you think.
In this episode, I sit down with Merry Marwig, VP of Marketing at Privacy4Cars, live from Rohrman Automotive Group in Schaumburg, Illinois, to talk about one of the most overlooked (and fast-growing) challenges in automotive retail: data privacy inside vehicles.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We explore what actually happens to personal data when a car changes hands, from trade-ins and loaners to rentals and EVs, and the eye-opening risks that come with connected car technology. Merry shares some shocking real-life stories (including one where a driver unknowingly charged someone else’s credit card just by plugging in their EV), and we unpack what dealers can actually do to protect their customers, and themselves, from these privacy pitfalls.
You’ll also learn how new state laws like New Jersey’s are forcing dealerships to adapt, how dealers across the country are turning data deletion into a revenue and marketing advantage, and why privacy might just become the next customer satisfaction battleground.
If you’ve ever wondered what happens to all the data we leave behind in our cars, or how your dealership can get ahead of this new wave of compliance and trust, this episode will change the way you look at vehicle turn-ins forever.
Listen to the episode featuring Merry Marwig for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Merry Marwig
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Ever notice how dealers don’t think about payment solutions until there’s a problem?
That’s where things can get messy.
In this episode, my guest is Sandy Nyiri of Dealer Pay at the Rohrman Automotive Group in Schaumburg, Illinois.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- What makes a dealership-specific payment platform different from just another processor.
- Why integration with your DMS isn’t optional anymore.
- What a “good install” actually looks like.
- The kind of real, human support that can make or break your dealership’s cash flow and customer experience.
Sandy also shares why Dealer Pay shows up in person during installs, training employees department by department so the system actually works in the real world, not just on paper.
If you’ve ever been bounced around by generic customer service and left without a solution for days, you’ll understand exactly why this conversation matters.
This is more than just about payments. It’s about delivering a seamless, trustworthy experience for both your employees and your customers.
Listen to the episode featuring Sandy Nyiri for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Sandy Nyiri
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Kaylee Felio, Sales and Marketing Manager at PartsEdge, joining us from the Snell Motor Companies in Dallas, Texas.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Kaylee and I talk about why parts managers are so critical to a dealership’s success but often left out of the bigger leadership conversations. She shares why supporting new managers is more important than ever, especially as many seasoned leaders are retiring, and how PartsEdge is helping fill that gap.
You’ll hear real stories from dealerships, including how long-term partnerships with PartsEdge have helped parts departments run stronger, and why inventory management in parts is every bit as important as used car inventory.
If you’ve ever wondered what makes a parts department thrive, or why some struggle, this conversation will give you a clear picture. Kaylee has a way of making complex challenges simple to understand and practical to act on.
Listen to the episode featuring Kaylee Felio for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kaylee Felio
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the way you manage your fleet could flip from being a cost center to a profit center?
In this episode I’m joined by Shawn Concannon, President of TSD Mobility by Reynolds and Reynolds, and Ed Roberts of Bozard Ford Lincoln. Katrina Ness and Sarah Vantine sat down with them live at the Reynolds and Reynolds Amplify event in Dallas to talk about a part of fixed ops that doesn’t always get the spotlight: fleet management.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- How AI is reshaping fleet management, from damage detection to real-time transparency with customers.
- Why putting the wrong person in charge of your fleet can cost you millions—and what happens when you hire the right leader.
- How Bozard Ford Lincoln turned their loaner and rental operation into a profit center by rethinking accountability and utilization.
- Where TSD Mobility is headed next and why dealerships should pay attention now.
This isn’t just about cars, contracts, or technology. It’s about transforming one of the most overlooked areas of fixed ops into a strategic advantage that directly impacts customer trust, efficiency, and profitability.
Listen to the episode featuring Shawn Concannon & Ed Roberts for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Shawn Concannon & Ed Roberts
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode my guests are Ashleigh Norton, VP of Marketing at Blink AI, and Ken Mauldin, Director, Platform Fixed Operations at Snell Motor Companies. Katrina and I sat down with them inside Snell’s stunning Dallas facility to talk about something every dealership wrestles with: how to keep operations efficient without burning out your people or frustrating customers.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We dig into why the right integrations aren’t just about saving time—they affect everything from advisor morale to customer satisfaction. Ken shares what he looks for in a tech partner (and what he’ll never tolerate), while Ashleigh pulls back the curtain on how AI is already changing the service drive in ways that reduce the busywork and free people up to do their best work.
You’ll hear practical examples of how small steps with AI can take pressure off your BDC, how the wrong systems can quietly eat away at efficiency, and why choosing the right partner matters more than chasing the newest tool.
If you’ve been curious about where AI really fits in fixed ops—or you’re tired of hearing the hype without the reality—this episode will give you grounded insights from the people who are living it every day.
Listen to the episode featuring Ashleigh Norton & Ken Mauldin for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ashleigh Norton & Ken Mauldin
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode my guest is Mickey Quinn, President of Vanguard Dealer Services, joining Sarah Vantine and me at Uber’s headquarters in New York City.
Mickey has spent more than 35 years in the F&I space, and he brings a perspective that challenges the way many dealers think about customer loyalty. We talk about how authenticity, sincerity, and empathy can completely change the way customers experience the F&I office, and why those qualities matter more today than ever.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why the F&I department is where customer retention really begins.
- How training and education can transform business managers from “paint-by-numbers” into trusted advisors.
- The overlooked role of service contracts in keeping customers coming back to your store.
- And what Mickey calls the “real war” for control of the customer—OEMs vs. franchise dealers.
Mickey doesn’t hold back. From repeat and referral strategies to the future of dealer services, he gives us a candid look at what it takes to win with today’s customers.
If you want practical ideas on how F&I, service, and sales can work together to strengthen repeat and referral business, this episode is worth your time.
Listen to the episode featuring Mickey Quinn for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mickey Quinn
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the future of your dealership didn’t just rely on humans or AI, but the two working together in ways we’ve never seen before?
In this episode my co-host Sarah Vantine and I sit down at Uber’s World Headquarters in New York City with Tim Mullins, Chief Market Transformation Officer at Capital One. Together, we explore how technology is rewriting the customer experience in dealerships without losing the human touch that matters most.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why AI is moving past simple prompts to a system that thinks and responds like a human.
- How Capital One’s Chat Concierge is already giving dealers an edge by remembering context and carrying conversations forward.
- What this means for the future of customer experience, from online research to walking into the showroom.
- Why the best strategy isn’t replacing people, but empowering them with AI tools that make every interaction smoother, faster, and more human.
Tim doesn’t sugarcoat it, dealers who lean into AI today are setting themselves up to win tomorrow. And for those still on the fence, this conversation makes it clear why waiting could mean getting left behind.
If you’ve ever wondered where AI is really taking the industry and how it ties directly into your dealership’s future, this is the episode you don’t want to miss.
Listen to the episode featuring Tim Mullins for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tim Mullins
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Christie Wilson from Uber for Business, and we sat down together at Uber’s headquarters in New York City to talk about how Uber is reshaping customer transportation in automotive.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why “courtesy rides” are no longer just about shuttles or costly loaner fleets
- How Uber for Business is helping dealerships cut costs while actually improving customer satisfaction
- The hidden expenses of shuttles that nobody really talks about (and how dealerships can free themselves from them)
- A behind-the-scenes look at new integrations and tools Uber is rolling out for the auto industry
Christie shares what’s working, what dealerships are getting wrong, and why customers ultimately care more about speed and convenience than whether they’re put in a shuttle or given a loaner.
If you’ve ever wondered how to simplify fixed ops logistics while creating a smoother customer experience, this is a conversation you’ll want to lean into.
Listen to the episode featuring Christie Wilson for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Christie Wilson
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I’m joined by Christopher Walsh, President and Acting CEO at Reynolds and Reynolds — a man who’s spent 38 years inside the walls of one of the automotive industry’s most influential companies. From starting in customer support to now steering the entire ship, Chris has seen every side of the business… and he’s not slowing down.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We talk about the leadership style that’s guided him, and how a single dealership meeting in New Jersey sparked a program that’s now helping dealers across the country get more value from the tools they already have. Chris also shares how Reynolds is building AI into their products in a way that actually helps dealers — from Spark AI to their new robotics initiative that’s speeding up parts delivery to techs in the service bay.
You’ll hear:
- How connecting online and in-store shoppers can create one seamless experience
- Why e-contracting could mean the difference between waiting days for funding… or just hours
- How combining multiple data sources into one view changes how you market to customers
- What it takes to remove the roadblocks that slow down both your team and your customers
Chris isn’t just talking about change, he’s showing how one of the industry’s oldest names is making moves to stay ahead of it. If you want to see where dealerships could be headed next and how technology might actually make the experience more human, this conversation is worth every minute.
Listen to the episode featuring Christopher Walsh for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Christopher Walsh
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Marco Zwanenburg, Aftersales Consultant, mentor to technicians, and someone who's spent over 30 years in the service bay trenches—and lived to tell the tale. We sat down live from Uber HQ at Three World Trade Center with Sarah Vantine and a room full of fixed ops pros to talk about a subject that’s hot, a little uncomfortable, and 100% necessary: the technician “shortage.”
But here’s the twist—Marco doesn’t believe we have a technician shortage. He thinks we have a management problem.
👉 Register for the upcoming Fixed Ops Roundtable Even
What we discuss in this episode:
- Why techs are leaving dealerships (and what other trades are doing better)
- What it really takes to retain and value your technicians
- How Marco went from being a top-performing tech to a sought-after consultant coaching dealers on how to stop bleeding talent
- What he can spot in 10 minutes at your service center that’s killing efficiency
Marco also opens up about a personal tragedy that reshaped his life, and how that moment pushed him to step up, speak out, and help others finally get it right.
If you’re tired of the same old lip service and ready for real, brass-tacks insight that could actually move the needle in your shop, this conversation is for you.
Listen to the episode featuring Marco Zwanenburg for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Marco Zwanenburg
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Ibrahim Mesbah, Co-Founder and CEO at RevolutionParts.
We caught up at Uber’s NYC headquarters to talk about something most dealerships overlook—the real power sitting inside the parts department.
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What we discuss in this episode:
Ibrahim shares how a casual poker conversation led him to build one of the leading e-commerce platforms for dealership parts. We get into the lessons he’s learned working with over 2,500 dealerships, and how RevolutionParts has helped generate more than $4.25 billion in parts sales (and counting).
What you'll get from this episode:
- Why parts is the most undervalued revenue engine in the store
- How to rethink delivery and fulfillment—especially when your customers are waiting
- The numbers behind dealership collaboration and drop-shipping
- What it takes to market a $60 part profitably
- Why it’s time to stop thinking of the dealership down the road as your competition
If you’ve been wondering how to make fixed ops more profitable—or how to get your parts team thinking like marketers—this conversation is packed with ideas worth trying.
Listen to the episode featuring Ibrahim Mesbah for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ibrahim Mesbah
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if one change in your service process could boost customer retention by 29%?
That’s not a hypothetical. That’s what BG Products uncovered, and in this episode, Rob Leary, Director of Sales at BG, joins us to unpack exactly how.
We’re coming to you from Uber’s World Headquarters in New York City. Sarah Vantine and I sit down with Rob for a powerful conversation about how BG’s data-driven approach is helping dealers retain customers far beyond warranty expiration. We're talking about real numbers, real systems, and real results.
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What we discuss in this episode:
- The surprising results of BG’s latest service retention study (and what 263 dealerships taught them)
- Why retention isn’t just a nice-to-have—it's the bottom-line game changer
- How BG’s proprietary Lifetime Protection Plan and Smart VMA platform are changing the way dealerships follow up and bring customers back
- Why both Ford and GM are betting big on BG for their fuel programs and what that means for your shop
- The impact of BG’s in-dealership support model (800+ reps!) and how it blows past what OEMs and third parties are doing
- Plus: BG’s quiet giant—its warranty analysis service, already helping dealers add six figures annually in parts and labor
And yeah… Rob casually drops that BG now owns its own shipping company to support faster, more reliable distribution. That’s the level of commitment we’re talking about.
If you’re in fixed ops or dealership leadership, this one’s a no-brainer. The insights here are practical, tactical, and tested. Hit play and find out how to become the service department your customers actually want to return to.
Listen to the episode featuring Rob Leary for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Rob Leary
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Scott Davis, Founder of Volie, and we’re talking about what most dealers are missing when it comes to inbound calls.
We’ve all heard about outbound strategies and BDC hustle—but what about the people calling you ready to do business? That’s the focus here. Scott breaks down what he’s seeing across high-performing stores and shares simple, practical ways to boost inbound conversion without needing a bigger team.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- The three numbers every BDC manager should be tracking daily
- What “Two No’s and a Go” means—and why it works
- How to handle price objections without losing the appointment
- Why confirmation calls still matter (a lot)
- The real reason your agents aren’t converting, and what to do about it
There’s a reason Scott’s name keeps coming up in fixed ops circles. He knows his stuff—and in this conversation, he lays it all out in plain English with zero fluff. If you’re trying to tighten up your processes, improve show rates, and actually measure what matters, this one’s worth your time.
Listen to the episode featuring Scott Davis for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Scott Davis
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I sit down with Brett Sutherlin from Sutherlin Automotive Group for a powerful conversation about what’s actually working in today’s dealerships.
Brett pulls back the curtain on how his team is flipping the script—turning service drives into high-trust buying opportunities, building custom software to appraise every car that rolls into the service bay, and creating a culture where turnover is the exception, not the rule.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- How to seamlessly buy cars from your own service customers without creating friction
- Why service advisors (not salespeople) are the secret weapon for vehicle acquisition
- The dealership mistake that pushes customers away without you even realizing it
- How Brett’s team cut turnover to a fraction of the industry average by building people-first management training
- Why ignoring your fixed ops team is quietly costing you more than you think
- The future of technicians: why your next great tech might look more like a software engineer than a grease monkey
This isn’t just a conversation about surviving market shifts—it’s about building something that actually thrives through them.
Listen to the episode featuring Brett Sutherlin for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brett Sutherlin
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode of the Fixed Ops Roundtable, Sarah Vantine sits down with Andrew Wright, Managing Partner at Vinart Dealerships, to pull back the curtain on what’s really happening behind the scenes—from navigating tariff uncertainties to solving the growing technician crisis.
We talk about how tariffs could shake things up, how technician shortages are forcing dealers to think differently, and why fixing the service scheduling problem is way harder than most people think. Andrew also shares how his team is growing their own technicians from scratch and why better processes—not just hiring more people—are key to keeping customers happy.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- The unexpected strategy that’s helping Andrew’s team keep technicians longer (and grow their own).
- How today’s complex vehicles are turning technicians into computer scientists.
- Why service scheduling is still a massive headache for most dealers—and what Andrew’s team is doing about it.
- Plus, the simple process change that’s already transforming the customer experience at his stores.
If you’ve ever asked, "How can we speed up service without burning out our people?"—this episode has something for you.
Hit play and let’s dig into what’s working, what’s not, and how we can move the needle for our customers and our teams.
Listen to the episode featuring Andrew Wright for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Andrew Wright
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Steve Greenfield from Automotive Ventures, and together with Sarah Vantine, we dive into what’s really happening in the auto market right now.
We talk about why dealers are suddenly feeling the pressure on inventory, how consumer behavior is shifting, and why used car prices are still hanging stubbornly high. Steve shares why some manufacturers are holding back cars, what that means for dealers on the ground, and why parts shortages could hit your service department harder than you think.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- The surprising moves Ford and GM are making to get ahead
- Why EV investments are costing manufacturers billions
- How flying cars might actually be closer than we think
- And why smart dealers are investing in early-stage tech right now
This is a practical conversation with real insights you can use to make better decisions in a fast-changing market.
Listen to the episode featuring Steve Greenfield for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Steve Greenfield
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Thomas Bednarczyk, National Sales Director at Infomedia, the makers of Microcat EPC — a parts catalog used by over 220,000 people worldwide.
We talk about something that doesn’t always get the spotlight, but quietly keeps the whole dealership running: the parts department.
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What we discuss in this episode:
- How Microcat is turning mobile techs into high-efficiency machines
- Why OEM parts still matter more than you think
- The tools that are actually helping parts departments get faster, more accurate, and more profitable
- And what fixed ops directors need to know about the future of digital parts sales and e-commerce
Thomas brings a rare perspective—he’s lived both sides of the dealership life and now helps 220,000+ users across 186 countries stay one step ahead. We also dig into how Microcat’s integrations are making it easier for parts departments to communicate, quote faster, and eliminate returns with a click.
If you’ve ever wished your parts department ran smoother, or if you’re tired of chasing down lost VINs and outdated catalogs… this episode is for you.
Listen to the episode featuring Thomas Bednarczyk for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Thomas Bednarczyk
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is John Traver, CEO of Traver Connect—a longtime leader in business development and a good friend of the Roundtable.
We talk about something every dealership leader should be thinking about right now: how to future-proof not just your business, but yourself.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
John breaks down three practical principles that can help you uncover opportunities right where you are—without chasing every shiny new tool or trend. He shares how to recognize value in your current environment, why mission matters more than metrics, and the surprising power of simply asking for help.
You’ll learn:
- Why most leaders overlook the value sitting right under their nose
- How to identify if your business is drifting from its mission
- Why the best next move might be about asking better questions, not buying more tech
And if you’ve ever felt stuck or unsure where to focus your energy in this fast-changing industry, this conversation will hit home.
This one’s packed with real, hard-earned insight that can shift your perspective—and help you move forward with clarity.
Listen to the episode featuring John Traver for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Traver
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I sit down with Laurie Halter from Charisma! Communications—Laurie works with some of the most trusted names in Fixed Ops, and in this conversation, we get into how they’re winning—and what you can learn from it.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We talk about the rise of recall work (and why it’s now a goldmine for retention), how dealers are using AI to bring customers back without lifting a finger, and why reconditioning is finally getting the attention it deserves. Laurie also shares insights into the shift from siloed tech to more connected customer experiences—and gives real examples of what’s actually working inside top-performing stores.
We name names. We talk real tools. We keep it practical.
If you're in Fixed Ops—or thinking of getting in—you’ll walk away with a better sense of what’s changing in the space and how the most forward-thinking companies are adapting.
It’s a conversation full of useful ideas that can actually move the needle in your service lane.
Listen to the episode featuring Laurie Halter for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Laurie Halter
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Owen Moon, CEO of Dealer Stream, and we’re digging into how dealerships can finally use streaming the right way—to actually reach and influence today’s real customers, not just chase impressions.
We talk about why traditional advertising isn't keeping up, and how connected TV is fast becoming the place your next service and sales customers are already watching. Owen shares what he's seeing in the data, why ad budgets are still lagging behind audience behavior, and what dealers can do right now to get ahead without overspending.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- What most dealerships get wrong about streaming and how to fix it
- Why millennials are key to fixed ops growth and how to reach them where they are
- The growing problem of ad fraud in digital advertising and how Dealer Stream is tackling it
- How to bring emotion and trust back into your messaging—especially on the service side
We also talk about Owen’s new partnership with Blockboard, why it matters, and how it’s helping ensure that every dollar spent actually reaches a human being.
If you’ve been wondering whether streaming is worth it, how to make it work for your service department, or where to even start—this one’s for you. Owen’s got the experience, the numbers, and the know-how to make it practical.
Take a listen—I think you’ll come away with a better understanding of where advertising is going, and what you can do right now to stay ahead.
Listen to the episode featuring Owen Moon for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Owen Moon
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Leonard A. Bellavia, Esq., Founding Partner at Bellavia-Blatt, PC and the voice behind DealerLaw.com.
With tariffs tightening their grip, market volatility, and OEMs playing hardball, the automotive world feels a bit like walking through a minefield right now. But Len brings clarity, strategy, and a whole lot of hard-earned wisdom to the conversation.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why Fixed Ops is the dealership’s financial backbone during turbulent times
- How to turn rising part costs into revenue opportunities
- The truth about EV warranty work
- The "silent killer" of self-managed warranty submissions
- And why your service manager shouldn't double as your legal strategist
Len also breaks down how manufacturers are playing games with “no cost parts,” and what dealers can do—legally and practically—to push back and protect their margins. This isn’t doom and gloom; it’s a roadmap to real profitability, even in a down market.
Heads up to Dealer Principals: Keep your Fixed Ops Director, CPA, and your lawyer close. Len’s insights in this episode might just be the difference between riding out the storm and thriving through it.
Listen to the episode featuring Leonard A. Bellavia for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Leonard A. Bellavia
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Ever wondered why some service departments are raking in higher revenue while others are struggling to keep up? The secret might be hiding in plain sight — and it’s all about technician videos.
In today’s episode of the Fixed Ops Roundtable, Sarah Vantine sits down with Liza Borches, CEO of Carter Myers Automotive, to uncover how a simple yet powerful tool is transforming their service departments and boosting revenue like never before.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Liza shares eye-opening data that reveals just how much more customers are spending after watching a technician video — and the numbers will surprise you. But it’s not just about the money. It’s about building trust, bridging communication gaps, and empowering technicians to connect with customers in ways that drive loyalty.
What You’ll Learn:
- The surprising impact of technician videos on service revenue (with real numbers to back it up)
- How to get technicians on board with video communication — even the skeptics
- The one mindset shift that could turn your service department into a profit powerhouse
- Practical tips for creating high-impact videos that boost transparency and customer trust
Whether you’re a service manager, technician, or dealership owner, this episode is packed with actionable insights that can elevate your fixed ops game.
Listen to the episode featuring Liza Borches for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Liza Borches
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
My guest in this episode is Nolan Armpriester, Director of Operations at Kinley Automotive Group in Pennsylvania—home to the #1 mobile service operation in the country.
In this episode, we dive into how Nolan and his team scaled a mobile service department from one van to over 30 mobile units, executing more than 35,000+ repair orders annually—without a template, without hype, and without excuses.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
But this conversation goes way beyond numbers.
We explore what it actually takes to build something that lasts in an industry that’s shifting under our feet—how accountability management, process obsession, and a relentless focus on customer-first thinking can become the foundation for explosive, sustainable growth.
You’ll hear why Nolan believes:
- Traditional dealership footprints will shrink dramatically.
- Fixed ops needs to evolve to meet a new generation of expectations.
- “Saying no” is a mindset that will kill your growth.
- And why the real opportunity? Is no longer inside your building.
He also gives us a glimpse into how AI is being quietly integrated into their operation—not as a buzzword, but as a force-multiplier. This isn’t futurism. It’s execution.
If you’re in fixed ops, leadership, or anywhere near the dealership business, this episode is more than insight—it’s a roadmap. Nolan didn’t follow a trend. He built the trend.
And once you hear how he did it, you’ll start asking new questions about what’s possible for your own operation.
This isn’t an episode about “what’s coming.” It’s about what’s already here—quietly outperforming everyone else.
Listen to the episode featuring Nolan Armpriester for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Nolan Armpriester
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if your service department could create experiences so powerful... customers would never dream of going anywhere else?
In this episode of the Fixed Ops Roundtable, I’m thrilled to sit down with none other than Moazzam Abu Bakar — best-selling author, customer experience futurist, and one of the brightest minds reshaping the retail auto industry.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We dive deep into the heart of what really drives customer loyalty (hint: it’s not just the car!). Moazzam shares powerful lessons from his 25+ year journey working with brands like Honda, Toyota, and DFSK — and why he believes your service advisors are the true heartbeat of your dealership.
You'll discover:
- Why after-sales is the battlefield for customer loyalty (and why most dealerships miss it)
- Practical frameworks from his book Beyond Exceptional to elevate your customer experience immediately
- How the car business is evolving globally — especially in emerging markets like Pakistan
- Why today’s customer demands more than just a transaction — they expect a heart-touching experience
- How electrification, digitalization, and customer-centricity are reshaping the future of automotive retail
Plus, Moazzam reveals how social media is transforming customer expectations worldwide — and how dealerships must rethink their strategies to stay ahead.
Listen to the episode featuring Moazzam Abu Bakar for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Moazzam Abu Bakar
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
The used car game is shifting—and the dealers winning today are doubling down on operational excellence.
In this episode of the Fixed Ops Roundtable, I sit down with Randy Kobat, CEO and President of Repair OnDemand, to dig into what it really takes to streamline reconditioning in 2025.
From skyrocketing parts costs to shrinking margins, we’re feeling the pressure across the board. But Randy brings the clarity.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why idle time is killing your time-to-frontline—and what to do about it
- How BlueDriver Max is giving dealers a major advantage (and why even your customers are scanning cars now)
- What centralized reconditioning can teach us about inventory flow, efficiency, and vendor relationships
- How to turn safety compliance (like ADAS calibration) into real profitability
- And why over 50% of dealerships still relying on spreadsheets are leaving serious money on the table
Randy doesn’t just talk tech—he shows how smart systems, tight communication, and better visibility across departments can create a full-circle recon process that’s faster, more profitable, and aligned with the customer’s expectations.
Bottom line: If you’re still treating recon like a one-man job, it’s time to rethink the playbook. This conversation will show you why.
Tune in now to discover how to build a dealership that works in harmony—from trade-in to turn-around.
Listen to the episode featuring Randy Kobat for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Randy Kobat
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I’m joined by none other than Aaron Watters, CEO of OEM Interactive, who’s bringing the heat with a David Letterman-style countdown: the Top 10 ways to kickstart your online parts and accessories sales in 2025.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Why a dedicated parts phone line might be the easiest fix you’re overlooking
- The underestimated power of year-round promo calendars
- How installation instructions turn confused customers into loyal ones
- Why you shouldn’t take your phone number off the site—but you should add live chat
- And the power of follow-up emails that drive loyalty and reviews
From setting realistic revenue expectations to game-changing live chat tools—and yes, even a shameless plug at #1 that just might be the smartest move you make this year—Aaron drops tactical, proven tips you can implement right now whether you're just starting out or ready to scale.
If you’ve ever wondered how to transform your parts department from “meh” to money-making machine, this is your roadmap. And in true Fixed Ops Roundtable fashion, we kept it fast, fun, and full of value.
Listen to the episode featuring Aaron Watters for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Aaron Watters
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, my guest is Rob Hubbell, Vice President of Sales at UVEye, and we talk about how one of the most cutting-edge technologies in automotive is completely transforming the way dealerships inspect vehicles — from the service lane to F&I, and even loaner fleet management.
UVeye is a cutting-edge computer vision company specializing in automatic vehicle inspection systems by scanning the underbody, tires, and entire exterior of any vehicle within seconds.
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What we discuss in this episode:
If you’ve ever wondered how to bring more transparency, efficiency, and trust into your dealership’s day-to-day operations — this one’s for you.
UVEye isn’t just making inspections faster… it’s setting a new standard. Rob breaks down how their high-res, drive-through scans give service advisors a full diagnostic before the customer even opens their door. That means no more second guesses, no missed damage, and a smoother customer experience from start to finish.
We also get into:
- How UVEye helps boost F&I sales through real-time visual proof
- Why even smaller, single-rooftop dealers are leveraging this tech to stand out
- What kind of data this system captures — and how dealers are using it to forecast service needs, manage policy issues, and stock parts smarter
- And how integrations with Reynolds & Reynolds and OEM platforms are turning this into a full-on dealership ecosystem upgrade
Whether you're a GM, fixed ops director, service advisor, or just someone who wants to future-proof your store — this episode gives you the behind-the-scenes look at how UVEye is helping dealers scale smarter and operate cleaner.
Listen to the episode featuring Rob Hubbell for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Rob Hubbell
Connect with Ted Ings and the Fixed Ops Roundtable:
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- Center for Performance Improvement
What if your service department could boost CSI scores, improve efficiency, and increase daily revenue—all by eliminating your shuttle?
In this episode, I’m joined by Jared Levi from Lyft Business, alongside my co-host Sarah Vantine, for a powerful deep dive into how Lyft is transforming the retail automotive experience for dealerships nationwide.
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What we discuss in this episode:
- How thousands of dealers are using Lyft to modernize courtesy rides and vehicle pick-up/drop-off
- The direct impact on CSI scores (think +25 points in some cases!)
- Why customers and advisors love Lyft—and how it’s saving both time and money
- How OEMs are stepping in to cover the cost of rides
- The difference between Lyft Concierge vs. Vouchers
- Real-world examples of how Lyft is helping dealers increase service throughput and bottom-line revenue
You’ll hear how one dealer added $2,000 in DAILY revenue by switching to Lyft.
This conversation is full of actionable insights and eye-opening takeaways for anyone looking to level up their fixed ops game. If you’ve been wondering how to meet rising customer expectations without rising overhead—this episode is for you.
Learn More or Get Started with Lyft Business for Dealerships:
👉 https://go.lyftbusiness.com/auto
Listen to the episode featuring Jared Levi for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jared Levi
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if your service drive could talk back, solve problems before they happen, and never miss an appointment again?
That's not science fiction — that’s Numa.
In this episode of the Fixed Ops Roundtable, I sit down with the brilliant Derek Simonds, alongside Sarah Vantine, to talk about one of the hottest topics at NADA this year: AI-powered phone systems in fixed operations. We’re diving deep into how Numa’s AI agents are transforming dealership communication — from status updates to declined service follow-ups.
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What we discuss in this episode:
Here’s a sneak peek at what you’ll get when you hit play:
- How AI agents are freeing up your staff while improving CSI
- The difference between basic AI and true generative AI (and why it matters)
- Why texting customers might just be your service department's secret weapon
- How some dealers are seeing record months in the service lane thanks to automation that doesn't miss a beat.
- And, of course, real talk about retention, status updates, and how to stop letting customers slip through the cracks
Bottom line? If your dealership is tired of missed calls, voicemail black holes, and falling CSI scores… this episode is for you.
Listen to the episode featuring Derek Simonds for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Derek Simonds
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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- Center for Performance Improvement
In this episode, I’m joined by David Roemer Founder and CEO at Collision Vehicle Exchange, Don Andres, and my co-host Sarah Vantine for a conversation that’s been missing from the Fixed Ops Roundtable: the collision repair business.
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What we discuss in this episode:
For years, consolidators like Caliber Collision, Gerber Collision, and Crash Champions have been taking over the industry—leaving dealerships questioning whether they should even stay in the collision game. But what if there was a way to turn your collision center into a customer retention and revenue-generating machine?
That’s exactly what we’re talking about today.
What You'll Learn in This Episode:
- How Collision Vehicle Exchange helps dealers turn total loss vehicles into new car sales.
- Why consolidators are gaining market share—and what dealerships can do to fight back.
- The massive hidden revenue in collision repair that many dealers overlook.
- How fixed ops, BDC, and sales can work together to keep customers inside your ecosystem instead of losing them to competitors.
- The data behind why 50% of repaired vehicles are traded within 12 months—and how dealers can capitalize on that.
If you’re in fixed ops, sales, or dealership leadership, this episode will change the way you look at your collision center. You don’t have to lose customers to the consolidators—you just need the right strategy to keep them.
Listen to the episode featuring David Roemer for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David Roemer
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
John Traver is the father of the modern-day BDC (Business Development Center) and CEO of Traver Connect. If you’ve ever wondered how to build a business development strategy that actually drives results, John is the guy to learn from. With decades of experience helping dealerships across the country improve customer experience, increase service profitability, and retain top talent, he’s a true pioneer in the retail automotive industry.
In this episode we talk about something every dealership struggles with: How do you build and sustain a high-performance team in 2025?
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What we discuss in this episode:
John brings the energy, the wisdom, and yes—a few legendary stories. But more importantly, he shares a proven roadmap for business development success that starts with understanding and measuring your team's engagement—the true longitude of your organization.
What we cover in this episode:
- The Gallup 12 questions that reveal whether your team is thriving or just treading water
- The four stages of an employee's journey—and how to move them from "What do I get?" to "How do we all grow?"
- Why some businesses grow 5X faster than others—and how engagement is the secret weapon
- The connection between great leadership, culture, and profitability
- How to avoid the "Cloud Disley Chevelle mistake" that sank an entire fleet—and what it means for your dealership
John has built the playbook on business development and retention, and he’s not holding anything back. If you’re serious about winning in 2025, growing your fixed ops, and keeping your team locked in, this episode is non-negotiable listening.
Listen to the episode featuring John Traver for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Traver
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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- Center for Performance Improvement
In this episode, I'm joined by Tim Allbritten, Director of OEM Business Development at BG Products, Inc., to unpack the game-changing impact BG is having on dealership service departments across the country.
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What we discuss in this episode:
What if you could boost service drive efficiency, increase revenue, and keep customers coming back—all while delivering OEM-backed solutions that actually work?
Tim pulls back the curtain on how BG has become the go-to partner for OEMs like GM and Ford, how their 53+ years of innovation have earned the trust of dealerships nationwide, and why service retention is more critical than ever.
Here’s what we cover:
- How BG’s partnerships with GM and Ford are reshaping dealership service programs
- The power of in-field reps—why BG is always “an hour away” from any dealership
- How higher mileage vehicles are changing the service landscape
- The OEM-approved approach to tackling carbon buildup, turbo issues, and fuel economy loss
- Why BG bought a trucking company (yes, really!) to solve dealership supply chain challenges
- What’s ahead in 2025 and how dealers can capitalize on new service revenue opportunities
This conversation is packed with real insights that can help your dealership maximize profitability, improve service processes, and drive long-term customer loyalty.
Listen to the episode featuring Tim Allbritten for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tim Allbritten
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode my guest is Ryan Maher, the powerhouse CEO behind BizzyCar. Ryan isn’t just a leader—he’s a disruptor turning what most view as a headache—a recall notice—into a secret weapon for dealer profitability and customer retention.
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What we discuss in this episode:
Ryan and I dive into the evolution of fixed operations as we discuss how recalls are not just safety alerts, but powerful retention tools that drive profit and transform the customer experience. From record-breaking mobile repair orders to innovative digital strategies that simplify processes for dealers, our conversation is packed with actionable insights and surprising revelations.
The reality? 70 million vehicles on U.S. roads have open safety recalls, yet so many dealerships struggle to convert that into service lane profit. Ryan and his team at BizzyCar have cracked the code, creating a seamless, AI-driven process that removes friction, enhances the customer experience, and skyrockets retention rates by up to 40%.
What we cover in this episode:
- Why recalls are the ultimate “hook” for customer retention
- The massive shift toward mobile service (and why it’s working for dealers)
- How Tesla’s recall numbers reveal a critical trend for fixed ops
- The real impact of EV growth on fixed ops profitability
- Why dealers who ignore this shift are leaving money on the table
Plus, we talk about how one dealer is doing 22,000+ mobile repair orders a year—without adding service bays!
This conversation is packed with actionable insights, real-world data, and strategies that can make an immediate impact on your dealership’s bottom line.
Listen to the episode featuring Ryan Maher for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ryan Maher
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I sit down with my friend and industry powerhouse, Dave O’Brien, CEO of Woven Solutions. We get real about what it takes to fix results where they matter most: your people, your culture, and your leadership.
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What we discuss in this episode:
What if the secret to dealership success isn’t in the numbers, but in the people?
In this episode, Dave brings his signature energy and passion as he shares:
- The Story Behind Woven Solutions: A deeply personal journey inspired by the strength of relationships and built to help dealerships weave together better teams and cultures.
- Breaking Through Hesitation: Why hesitation kills progress and how to create a culture where action beats overthinking every time.
- Creating Onboarding That Actually Works: Dave’s proven strategies for onboarding that doesn’t end after two weeks—it becomes a part of your dealership’s DNA.
- The Power of a Coaching Culture: How consistent coaching creates not just employees, but future leaders.
This conversation hits deep because it’s not just about business—it’s about people. Dave’s stories from the frontline, his heart for mentoring, and his raw insights from years in the industry make this a can’t-miss episode for anyone serious about leadership and growth.
Listen to the episode featuring David O'Brien for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Guest Name
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode , I sit down with Matt Gray, OEM Program Director at Better Car People, to unpack the game-changing strategies that are shaping fixed operations in 2025. From the rise of AI-powered voice assistants to the importance of emotional intelligence in service interactions, Matt shares actionable insights that will help your dealership build lifelong customer loyalty.
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What we discuss in this episode:
The automotive landscape is changing fast, and if dealerships want to stay ahead, they need to blend cutting-edge technology with an unbeatable customer experience. But here’s the real question: Are you really meeting your customers where they are?
Here’s what we cover:
- How AI and automation are streamlining service scheduling and customer interactions
- The missing piece in most service departments: Are you training your team to connect with customers on an emotional level?
- Why transparency is everything—and how the right digital tools can improve trust and CSI scores
- The overlooked power of mystery shopping your own service experience (When was the last time you called your own dealership?)
- The #1 mistake service advisors make when communicating with customers—and how to fix it today
Matt doesn’t just talk theory—he shares real-world examples from dealerships that are winning big by leveraging the right mix of tech, training, and customer-first strategies.
So if you want to future-proof your dealership’s fixed ops strategy, deliver a seamless customer experience, and drive more service revenue in 2025, this is the episode you can’t afford to miss!
Listen to the episode featuring Matt Gray for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Matt Gray
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I’m joined by John Fairchild, a Fixed Ops High-Performance Coach and the mastermind behind Fairchild Automotive Solutions. John has spent decades helping dealerships optimize their service departments, increase profitability, and build accountability-driven teams that consistently perform at the highest level.
Today, we’re diving deep into a 90-day strategy that will transform your fixed ops department from reactive to proactive. John walks us through the exact steps to execute with precision, create accountability rhythms, and drive measurable results—all while keeping your team engaged and motivated.
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What we discuss in this episode:
Ever feel like your service department is running in circles—putting out fires instead of making real progress? What if I told you there’s a way to break free from the chaos and actually predict better results?
John’s got a 90-day strategy that will change the way you think about accountability, execution, and progress in your service department. This is not another "good ideas" session—this is a tactical, step-by-step approach to getting measurable results.
In this episode, we cover:
- The 3 pillars of execution: Lead measures, accountability rhythms, and visible progress
- Why potential doesn’t deliver results—execution does (and how to make it happen)
- The daily stand-up huddle that keeps service teams focused and engaged
- The biggest mistakes dealers make that kill profitability and customer loyalty
- The law of reciprocity—how simple actions drive bigger ticket sales in service
- Why a scoreboard isn’t optional (and how to build one that actually works)
John lays out exactly how to align your team, track real progress, and build momentum—so that by the time April rolls around, you’re not scrambling… you’re scaling.
If you’re serious about growing your fixed ops department, this episode is your blueprint.
Listen to the episode featuring John Fairchild for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Fairchild
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
On this episode I sit down with Colin McElhatton, CEO of Mobile Dealer Data (MDD), to discuss how his groundbreaking tools are transforming fixed operations by bringing dealership processes into the 21st century. From real-time vehicle tracking to cutting-edge customer communication, Colin’s solutions are built to reduce bottlenecks, boost efficiency, and deliver an elevated customer experience that keeps them coming back.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Customer Transparency: Why today’s customers expect real-time updates about their vehicles—and how MDD delivers just that.
- Streamlined Operations: How Colin’s innovative inventory tracking tools reduce wasted time for technicians and service advisors, saving up to 15 minutes per repair order.
- Maximizing Throughput: The secret to automating handoffs, minimizing downtime, and delivering faster turnaround times in your service department.
- Data-Driven Insights: How tracking every vehicle helps identify bottlenecks and optimize dealership workflows for maximum ROI.
- Revolutionizing Loyalty: A dealership-branded app that keeps customers engaged—from scheduling service to tracking wait times—all from their phones.
So, here’s my question for you:
- What would it mean for your dealership if you could save 15 minutes per repair order?
- How much happier would your customers be if they knew where their car was and when it would be ready—without even asking?
- And how much brain damage (yep, we said it) could you spare your team by ditching outdated processes for something that just works?
Whether you're looking to optimize your service department or enhance customer satisfaction, this episode is packed with actionable insights to help you stay ahead in a competitive market.
Listen to the episode featuring Colin McElhatton for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Colin McElhatton
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode I sit down with the incredible Bethany Johnson from vAuto by Cox Automotive—a dynamic leader whose passion for innovation in automotive retail is nothing short of contagious. Whether you’re a single-store dealership or managing a sprawling group of rooftops, this conversation is packed with actionable insights that could transform the way you approach appraisals and inventory management.
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What we discuss in this episode:
- The revolutionary new appraisal experience that’s simplifying processes and boosting consistency across teams.
- How Centralized Inventory Management can optimize every car across your entire operation—no matter your size.
- The role of cutting-edge tech (like integrated OBD2 scanners) in building trust with consumers while reducing costly mistakes.
- Why data science is the secret weapon for minimizing risks and maximizing profits in the appraisal process.
And that’s just scratching the surface. Bethany also gives us an exclusive preview of Dale Pollak’s new book, Invested, and teases what’s in store for vAuto at NADA.
If you’re looking to stay ahead of the curve, build trust with today’s informed consumers, and turn appraisals into a precision science, this episode is a must-listen.
Listen to the episode featuring Bethany Johnson for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Bethany Johnson
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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In this episode I’ve got two absolute powerhouses joining me on the Fixed Ops Roundtable. First up, Dennis McGinn, the founder of Rapid Recon, a guy who’s been leading the charge in transforming how dealerships think about reconditioning. Alongside him is Josh DeYoung from Velocity Automotive, a hands-on expert who’s been in the trenches with dealers across the country, helping them streamline their operations and boost profitability.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We dive into some eye-opening topics that can seriously move the needle for your dealership. Dennis and Josh walk us through the real impact of tools like OBD-II scanners and why having the right data early on is a game-changer—not just for profit per vehicle, but for customer satisfaction too.
We also tackle a big pain point: the age-old tension between fixed and variable ops. These guys share actionable strategies to get everyone on the same page and show how to make reconditioning a seamless, profit-driven process. Trust me, the insights here could save you time, money, and a whole lot of headaches.
You’ll learn how to:
- Turn reconditioning into a profit center rather than a bottleneck.
- Use data to make better decisions and eliminate guesswork.
- Streamline communication across departments for faster cycle times.
- Create processes that not only drive results but improve employee satisfaction.
This episode is packed with value for anyone in the dealership world. Whether you’re on the variable side, fixed side, or somewhere in between, there’s something here for you.
Listen to the episode featuring Dennis McGinn & Josh DeYoung for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dennis McGinn & Josh DeYoung
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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- Center for Performance Improvement
On today’s episode, I’m joined by two incredible guests you don’t want to miss. First, we’ve got Colin McElhatton, the founder of Mobile Dealer Data, who’s been making waves in the industry with cutting-edge tools that take the guesswork out of dealership service operations. And we’re also welcoming Ed Roberts, COO of Bozard Ford-Lincoln, someone I’d call a true innovator in the fixed ops space. Between Colin’s tech-savvy solutions and Ed’s real-world experience running a massive operation with 98 bays and three locations, there’s a ton to learn from these two.
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What we discuss in this episode:
"Where’s the car? Where’s the key? If you’ve ever worked in a dealership, you know these are the questions that can make—or break—a day on the service floor. But what if the answers were always right at your fingertips? In this episode, we're unlocking the secrets to service department efficiency with two powerhouses in the industry."
We explore how digitizing service processes not only saves time but improves customer satisfaction, increases technician productivity, and even becomes a recruiting tool for the best talent in the industry. Colin shares how Mobile Dealer Data’s ServiceVision software tracks vehicles and keys in real time, eliminates bottlenecks, and helps dealers “manage with facts, not feelings.”
Ed, leading one of the most complex dealership operations out there with 98 bays and three locations, reveals how this technology has transformed their cycle times, reduced wasted hours, and enhanced the experience for both employees and customers. From identifying bottlenecks without stepping into the room to using data as a tool for constant improvement, this conversation is packed with actionable insights.
Listen to the episode featuring Colin McElhatton and Ed Roberts for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Colin McElhatton and Ed Roberts
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
This week, I’ve got a special treat for you. I’m sitting down with Bill Demaree, the Corporate Director of Fixed Operations at Tom Wood Automotive Group. With nearly four decades of experience in the industry, Bill has seen it all—from pumping gas at a full-service station to running the fixed ops strategy for a massive 30-store group. Trust me, you’re going to love hearing his story.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
In this episode, Bill shares how he turned his passion for the back end of the dealership into a career that’s not only fulfilling but also packed with lessons for anyone in the business. We talk about what it takes to succeed in fixed operations, the challenges that come with it, and the massive opportunities waiting for those willing to embrace new ideas.
We also dive into some cutting-edge topics—like how AI and tools like UVI are reshaping customer and employee experiences, and why Tom Wood Automotive built its own university to ensure new hires hit the ground running. Plus, Bill gives us a behind-the-scenes look at how he helps struggling stores turn things around by focusing on the basics.
If you’ve ever wondered how to build stronger teams, implement processes that stick, or make technology actually work for your dealership, this episode is for you. Bill’s insights are gold, and his passion for what he does is infectious.
Listen to the episode featuring Bill Demaree for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Bill Demaree
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode of the Fixed Ops Roundtable, I sit down with Jason Fayling, CTO and Co-Founder of Skaivision, to lift the hood on the groundbreaking technology reshaping service lanes across the automotive world. Jason isn’t just talking about AI—he’s redefining it with Visual AI, the same tech that powers self-driving cars, tailored to solve the bottlenecks that have plagued dealerships for years.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
From integrating seamlessly with existing camera systems to delivering real-time, actionable insights that save hours, not minutes, Jason explains how Skaivision is helping dealerships move faster, serve better, and boost profitability—all while enhancing the customer experience. But this isn’t just about tech; it’s about strategy. Jason shares how his team has cracked the code on real-world problem-solving in environments as diverse as winter lots to Hawaiian dealerships, showing how adaptability drives innovation.
Here’s what we dive into:
- How Skaivision uses Visual AI to identify inefficiencies and optimize service workflows.
- Why integrating with existing camera networks makes their tech plug-and-play for any dealership.
- The jaw-dropping way their AI learns and adapts to different dealership layouts, weather, and even seasons.
- How they’re taking the customer experience to the next level—including boosting trade-in opportunities right from the service drive.
Plus, Jason gives us an inside look at their process, shares tips for service directors to maximize efficiency, and reveals how Skaivision is evolving to support sales teams.
👉 If you’re ready to see how cutting-edge tech can unlock new levels of performance for your dealership, this episode is a must-listen.
Listen to the episode featuring Jason Fayling for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Guest Name
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if you could transform your dealership into a powerhouse of efficiency, profitability, and customer satisfaction—without reinventing the wheel? In this episode of the Fixed Ops Roundtable, I sit down with Brian Kramer, EVP of Dealer Growth at Cars Commerce and General Manager of Accu-Trade, to explore how dealers can take cues from industry disruptors like Carvana and turn challenges into opportunities.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Carvana’s Big Secret: How their innovative reconditioning processes are changing the game—and what it means for your dealership.
- Turning Data Into Dollars: Why real-time data and predictive analytics aren’t just buzzwords but the keys to faster appraisals, better deals, and bigger wins.
- EV Inventory Myths—Busted: What most dealers get wrong about pre-owned EVs and how to stay ahead of the curve in a rapidly growing market.
- The Service Lane Goldmine: Learn how to turn those daily ROs into revenue streams without alienating your customers.
But here’s the kicker: It’s not just about tools or trends—it’s about rethinking your strategy. Brian’s got actionable insights, relatable examples, and a knack for breaking down complex ideas into simple, game-changing steps.
If you’re wondering how to prep for 2025, whether to double down on appraisals, or what role EVs should play in your inventory strategy, this episode is packed with practical advice you can put to work right away.
Listen to the episode featuring Brian Kramer for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brian Kramer
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Tom Kline is a renowned risk and compliance expert in the automotive retail industry. As the founder of Better Vantage Point, Tom specializes in helping dealerships protect their assets, reduce risks, and ensure long-term profitability. His unique approach blends deep industry knowledge with practical solutions, allowing dealers to navigate the often-overwhelming challenges of compliance, insurance, and operational efficiency.
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What we discuss in this episode:
Now, let me ask you this: Does running a dealership sometimes feel like trying to tuck an octopus into bed? (Yeah, I laughed too when Tom described it that way.) The tentacles—aka all the little problems—keep flopping everywhere. Insurance gaps, compliance headaches, low-hanging fruit you didn’t even know was there… it’s a lot. But here’s the thing: those issues don’t just go away on their own.
In this episode, Tom breaks it all down in a way that’s super relatable. He shares the simple things dealerships can do today to avoid costly mistakes tomorrow—like making sure your rental car policies won’t leave you on the hook for millions. (Yup, that happens.) We talk about why a “culture of compliance” matters more than ever and how to build one without boring everyone to tears. And the best part? Tom’s all about practical advice—stuff you can actually use.
This conversation isn’t about scaring you—it’s about making sure your dealership is ready for anything. So, whether you’re a one-store operation or running 20 locations, trust me: you’ll walk away from this episode with at least one thing you’ll want to tackle ASAP.
Listen to the episode featuring Tom Kline for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tom Kline
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Tyler Nathan is the Director of Marketing at Jupiter Warranty Management, a leading company revolutionizing how dealerships handle warranty operations. With years of experience in the automotive industry, Tyler is passionate about helping service departments streamline their processes, increase profitability, and keep technicians happy.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Here’s the deal: warranty management isn’t just a backend task. It’s a massive opportunity to boost your service department’s efficiency, revenue, and compliance. Tyler breaks it all down for us—how his team helps dealerships clean up their warranty schedules, streamline claims processing, and keep technicians happy by making sure payroll deadlines are always hit.
We also get into how the warranty landscape has shifted over the years. Did you know many OEMs now prefer dealerships to outsource warranty management to experts like Tyler’s team? There’s a reason for that, and Tyler’s going to explain exactly how his crew minimizes audit risks and keeps your operation running smoothly.
Whether you’re looking to tighten up your processes, reduce headaches, or simply learn from the best in the business, this episode has it all.
Listen to the episode featuring Tyler Nathan for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tyler Nathan
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Hey there, friends—welcome back to the Fixed Ops Roundtable! You’re going to want to buckle up for this one because we’re diving into a conversation that’s equal parts fascinating, futuristic, and downright practical.
This episode, I’m joined by a great friend of the industry, Tim Jackson—author of Dude, Where’s My Flying Car? and past President/CEO of the Colorado Automobile Dealers Association. Tim’s not just an advocate for dealers; he’s a true innovator with a passion for the history and future of mobility. And trust me, this conversation is unlike anything we’ve had on the show before.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We’re talking flying cars—not just sci-fi dreams, but real, tangible progress happening right now. Tim shares how these vehicles could revolutionize not just transportation but the way we think about service departments and dealerships. Imagine a tech flying out to a customer in a personal aviation vehicle. Wild, right?
But it’s not all about the skies. Tim dives into critical topics like:
- Why stair-step pricing is bad for everyone—dealers, automakers, and especially customers.
- The reality of EVs and why affordability still feels out of reach.
- How cities are reshaping mobility (hint: they’re making it harder to own and park cars).
This is the kind of conversation that makes you rethink everything you thought you knew about where the industry is heading. Plus, Tim’s got stories—like why bicycles were the real OGs of mobility innovation and how they paved the way for everything from Model Ts to flying cars.
If you’ve ever wondered what’s next for our industry or just want to hear about some mind-blowing advancements (Jetson ONE jet packs, anyone?), this is the episode for you. Hit play, and let’s dig in.
Listen to the episode featuring Tim Jackson for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tim Jackson
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Randy Kobat is the visionary CEO and President of Repair OnDemand, who’s leading the charge in revolutionizing dealership operations. Randy is the man behind one of the industry’s most transformative tools—the BlueDriver device. With over one million units sold and 26 million scans performed, it’s safe to say Randy knows a thing or two about innovation and efficiency. But what sets him apart is his ability to connect the dots between diagnostics, reconditioning, and real-world dealership success.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
What if the biggest profit leaks in your dealership could be fixed with just a few simple shifts in process? What if cutting down reconditioning time could save you tens of millions in expenses? That’s exactly what we’re diving into on today’s episode with Randy Kobat.
Here’s the reality: the game has changed.
In this episode, Randy and I explore:
✅ How Repair OnDemand is helping dealers go from 12 days to just 5 for reconditioning.
✅ The hidden cost of inefficiency (spoiler: it’s in the billions).
✅ Why aligning KPIs across departments isn’t just a buzzword—it’s a necessity.
As Randy says, “Reconditioning is the lifeblood of inventory management, and we’re only scratching the surface of its potential.”
This is a masterclass in modernizing your processes, cutting down waste, and driving real results. If you’ve ever felt like your dealership’s departments are speaking different languages, this episode is your translator.
Let’s break down the silos, rethink reconditioning, and start turning inventory faster.
You won’t want to miss Randy’s insights on the future of fixed ops and how to stay ahead in a rapidly changing industry.
Listen to the episode featuring Randy Kobat for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Randy Kobat
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
David Farabaugh is the VP of Operations at ESI-Q, a company deeply embedded in the automotive industry. With over two decades of experience, David is a respected figure, renowned for his data-driven approach to understanding dealership workforce dynamics. His ongoing work with the NADA workforce study has provided invaluable insights into automotive workforce trends, making him a trusted authority in the Fixed Ops community.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Ever wonder why some of the most crucial roles in your dealership are also the hardest to keep? Today, I’m sitting down with David Farabaugh, VP of Operations at ESI-Q, to tackle a big one—service advisor retention. If you’re in the fixed ops game, you already know: losing advisors hurts, and keeping them? It’s more challenging than ever.
In this episode, David and I dig deep into the “why” behind the service drive turnover and what it’s really costing us. David’s been crunching the numbers at ESI-Q and has insights from years of NADA workforce studies that might just change how you look at retention. From how the industry's highs and lows have reshaped advisor roles, to the little-known “three-year sweet spot” where productivity peaks, David brings data-backed answers that speak to the heart of dealership success.
And here’s the kicker—David shares a story about trust, customer loyalty, and how one slip from an advisor can send clients running. His insights on shifting from “just a job” to a career with meaning might just be the wake-up call some of us need.
Listen to the episode featuring David Farabaugh for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David Farabaugh
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Anthony Blubello is the Parts Director at BMW and Mini of West Chester, Pennsylvania. He has become an influential figure in the automotive parts industry, thanks to his innovative approach, dedication to e-commerce, and unwavering commitment to providing top-notch customer service. From humble beginnings, Anthony’s career trajectory is a testament to his adaptability, strategic mindset, and passion for excellence in fixed operations.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We’re talking about a man who started his career selling women's clothing at Express and, thanks to a nudge from his then-girlfriend (now wife), took a chance on a parts position at BMW. Fast forward, and Anthony's not just riding the wave—he’s making waves. This episode dives deep into his rise from the ground up, how he took the reins of an e-commerce operation, and built a parts business that's pulling in over $250K a month. And that’s not even the half of it.
Anthony lays down some real talk about adapting to the challenges thrown his way, from navigating those pesky core charge hikes to scaling his operation during the pandemic. His insights on the importance of treating every customer like gold? That’s the kind of wisdom we’ve all come to love here on the Roundtable.
And for those of you out there hustling in fixed ops, you'll want to catch how Anthony’s philosophy of staying hungry, putting people first, and evolving with the times could be the game-changer you need. If you’ve ever wondered what it takes to build a thriving online parts business or how to weather the storms in our industry, this episode is your answer.
Listen to the episode featuring Anthony Blubello for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Anthony Blubello
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Andrew Wright, with a career spanning over 25 years in the automotive industry, is the dynamic force behind Vinart Dealerships' growth and innovation. As a second-generation dealer, Wright has expanded his influence beyond the dealership floor to significant roles such as the Chairman of the Hyundai Dealer Council. His visionary leadership is marked by a commitment to excellence and a keen insight into the future of automotive retail.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
In our conversation, Andy shares his personal journey from the ground up in the automotive world—starting from washing cars to leading a major dealership group and influencing national dealership policy. It’s a classic tale of growth, learning, and passion for the industry that I know you’ll find as captivating as I did.
We also tackle some of the hottest topics in automotive retail today. Andy discusses the significant role of traditional franchise dealership models in today's rapidly evolving market and defends them against the rising tide of disruptors. Plus, he gives us an insider's look at the groundbreaking collaboration between Hyundai and Amazon—clarifying misconceptions and outlining what it really means for the future of car buying.
We delve into the challenges of vehicle affordability and how Vinart Dealerships are adapting to meet changing consumer needs, especially in the post-COVID market dynamics. Andy’s insights on leasing as a strategic response to these challenges are particularly enlightening.
Looking ahead, Andy shares his expectations for the industry as we approach 2025, touching on critical areas like cybersecurity, the shift towards hybrid and electric vehicles, and the need for a balanced approach to new technologies.
Listen to the episode featuring Andrew Wright for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Andrew Wright
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Don Andres is the President of Auto SCT Consulting and Training and the author of Why Service Departments Fail to Grow. With decades of experience in fixed operations, Don has worked with countless dealerships across the country to refine their service departments, improve performance, and increase profitability. His passion for leadership training and customer engagement shines through in both his book and his work. Don’s practical strategies help service departments succeed in an increasingly competitive market.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
We’re diving deep into the heart of service department challenges, and trust me, this is an episode that’s going to hit home for a lot of you. Don’s got decades of experience working with retailers, and he shares exactly what your team needs to consistently get those all-important yeses to additional services. It’s more than just making a sale—it’s about building trust, keeping technicians engaged, and, ultimately, creating a service department that thrives.
Don’s got some killer insights on how leadership—or the lack of it—can make or break a service operation. We’re talking about the gap between promoting from within and actually training those leaders. Plus, we dig into what’s stopping your advisors from truly connecting with customers and why that trust-building moment during the write-up is so crucial. If you’ve ever felt like your team is just getting by and not closing deals like they should, Don’s got the solutions.
Whether you’ve been in the game for years or are just getting started, Don’s book and this conversation will give you the strategies you need to transform your department from good to great. You’ll learn how to turn a chaotic service lane into a well-oiled machine and why preparation and customer engagement are everything.
Listen to the episode featuring Don Andres for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Don Andres
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I’m thrilled to sit down with Andy Baldassarre, the Director of Marketing and Training at BG Products, Inc. Known for their industry dominance and relentless pursuit of excellence, BG Products continues to set the bar high. If you’re in the automotive industry or manage a dealership, you’ll want to hear what Andy has to say about the latest innovations and strategies that are reshaping the market.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
As the Director of Marketing and Training at BG Products, Inc., Andy Baldassarre has been instrumental in driving the company’s success. BG Products is a leader in automotive maintenance solutions, renowned for its comprehensive approach to dealer support and product excellence. With over 50 years in the industry, BG has built a reputation for exceptional products and unparalleled dealer partnerships.
In this episode Andy shares exciting updates from BG Products, including their impressive market share and the recent addition of the Sean Butler Best Practice Award. We dive into how BG continues to innovate and support dealers with cutting-edge products and a robust network of distributors.
Andy reveals the secrets behind their innovative solutions and why they are trusted by industry professionals. From cutting-edge technology to exceptional support, we dive deep into the features that make BG Products a game-changer.
What You’ll Learn:
- The core benefits of using BG Products for automotive maintenance
- Real-world success stories from dealers who’ve seen remarkable results
- How BG Products maintains its edge in a competitive market
- Insider tips on maximizing the value of their products for your dealership
Listen to the episode featuring Andy Baldassarre for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Andy Baldassarre
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I had the pleasure of sitting down with Maureen Martin, Vice President of Strategic Alliances, and Trevor Shannon, Product Manager at Dynatron Software, to discuss the pressing challenges and lucrative opportunities within fixed operations. Dynatron, a name synonymous with driving dealership profitability, has been instrumental in helping dealers maximize their service department’s potential.
Maureen, with her 38 years of experience, brings a wealth of knowledge on everything from technician recruitment to dealership culture. Trevor, on the other hand, shares his journey from the retail side to becoming a key player at Dynatron, focusing on data-driven solutions that align general managers with their service teams.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Are your fixed operations truly optimized, or are you leaving money on the table? How can you bridge the gap between sales and service to unlock hidden profit potential in your dealership?
These are the burning questions we dive into with industry experts Maureen Martin and Trevor Shannon from Dynatron Software in this episode.
Key Takeaways:
- The Challenge of Technician Recruitment: Maureen sheds light on one of the biggest hurdles in the automotive industry—finding and retaining skilled technicians. She reflects on her journey from launching Ford’s first technician program to her current role, emphasizing the critical need for effective recruitment strategies.
- Optimizing Dealership Profitability: Discover how Dynatron’s approach to price optimization can significantly enhance dealership revenue. Maureen explains the concept of hitting the “sweet spot” in pricing, ensuring that dealerships aren’t leaving money on the table while still providing top-notch customer service.
- The Disconnect Between Sales and Service: Trevor shares his experiences from the retail side, highlighting the common disconnect between general managers and service departments. He discusses how Dynatron bridges this gap through data-driven solutions that help GMs make informed decisions, fostering better collaboration within the dealership.
Listen to the episode featuring Maureen Martin & Trevor Shannon for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Maureen Martin & Trevor Shannon
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I’m joined by two industry heavyweights, Dennis McGinn, Founder of Rapid Recon, and Josh DeYoung of Velocity Automotive - Driven by Vehlo. Together, we dive deep into one of the most pressing challenges facing dealerships today: margin compression.
As dealerships across the country grapple with shrinking margins, this conversation couldn't be more timely. Dennis and Josh bring their wealth of experience to the table, offering practical solutions and innovative tools that can help dealerships not only survive but thrive in this tough environment.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
The automotive industry is facing unprecedented challenges, with margin compression leading the charge. But this isn’t just a time for survival—it's a time for innovation and adaptation. As Dennis McGinn aptly puts it, "We've made a lot of progress with our metrics and our measure and manage part on time to line and average days recon." If your dealership isn’t already leveraging these tools, you're leaving money on the table.
But here’s the thing: every challenge brings with it a silver lining. And Dennis and Josh? They’re here to help us find it. We’re diving deep into the tools, strategies, and processes that can not only help us survive but thrive in this tightening market.
Key Takeaways:
- Understanding Margin Compression: Discover why margin compression is re-emerging as a critical issue and how it’s impacting dealership profitability.
- The Power of Transparency: Learn how enhancing transparency in both the online and in-showroom experiences can help dealerships build trust and maintain gross margins.
- Essential Tools for Dealers: Get insights into the latest tools and processes from Rapid Recon and Velocity Automotive that can streamline operations and protect against profit erosion.
Listen to the episode featuring Dennis McGinn and Josh DeYoung for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dennis McGinn and Josh DeYoung
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the key to maximizing your dealership’s profitability was hidden in your warranty claims process?
In this episode we have the pleasure of speaking with David Reinicke, the President of Automotive Warranty Network (AWN). AWN has been a cornerstone in the automotive industry, providing top-notch warranty claims management services to dealerships across the nation. With over 320 highly qualified professionals and decades of experience, AWN processes more than $100 million in warranty claims per month. Today, we explore how AWN maintains such a stellar track record and what your dealership can learn from their approach.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
David shares insider strategies that have made AWN a trusted partner for dealerships across the country. He also shares AWN’s secret sauce for maintaining flawless communication, ensuring accountability, and staying ahead of OEM policy changes—all while building trust with dealerships nationwide.
But that’s not all. We dive deep into the critical importance of keeping your warranty schedules clean and compliant, a practice that could save your dealership from the dreaded word: audit. David also uncovers how AWN helps dealerships navigate risky procedures and why their approach leads to industry-leading results in manufacturer audits.
Key Takeaways:
- How effective communication can make or break your warranty process.
- The hidden risks in warranty claims that could cost your dealership millions.
- Proven techniques to keep your dealership audit-proof and compliant.
- Why your dealership’s warranty schedule is the lifeblood of your operations—and how to keep it healthy.
- Tailored solutions for multi-franchise dealers looking to streamline operations.
Listen to the episode featuring David Reinicke for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David Reinicke
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What if the secret to success in Fixed Ops wasn’t just in the latest technology, but in the way we connect and communicate with our customers? How does turning the camera around—literally—transform the way we do business? As the automotive industry continues to evolve, so must our approach to customer service and employee engagement. This episode dives into the powerful changes happening in Fixed Ops, led by industry innovator Tully Williams.
With years of experience under his belt, Tully Williams is a visionary in the Fixed Ops sector. As the Fixed Ops Director at The Niello Company, Tully has been at the forefront of implementing innovative practices that enhance both customer and employee experiences. His approach emphasizes transparency, communication, and a deep understanding of the value of human connections in the automotive service industry.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
In this episode Sarah Vantine sits down with Tully Williams to explore the game-changing strategies that are transforming Fixed Operations today. Discover how The Niello Company is leading the way by integrating video into their service processes, creating unprecedented transparency and trust with customers. Tully shares insider tips on how paying for excellence can elevate technician performance and drive service recommendation sales. Plus, learn about the rapid success of their new Business Development Center (BDC) and its impact on customer engagement.
Key Takeaways:
- How technician-led videos are transforming customer trust and service sales.
- The benefits of compensating technicians for quality inspections and videos.
- The rapid success of The Niello Company’s new BDC and its impact on customer experience.
- Why continuous improvement and measuring success are essential in Fixed Ops.
Listen to the episode featuring Tully Williams for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tully Williams
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Dale Smith is a seasoned Training Program Manager and BG University Instructor at BG Products, Inc. With extensive experience in automotive service training, Dale has played a vital role in advancing the standards of customer service and operational efficiency across the industry. His work at BG University focuses on equipping service professionals with the knowledge and skills needed to excel in fixed operations. BG Products, Inc. is renowned for its innovation and leadership in automotive maintenance solutions, and Dale is a key figure in promoting the importance of Multi-Point Inspections.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- The Critical Role of Multi-Point Inspections: Discover why MPIs are essential tools for improving communication between technicians and customers, enhancing service efficiency, and boosting customer satisfaction.
- The Stoplight Method Explained: Learn about the universal stoplight method used in MPIs, which categorizes issues as green, yellow, or red, providing clear and actionable information for vehicle owners.
- Achieving Efficiency with Quarter Time: Understand the concept of Quarter Time and how service teams can exceed customer expectations by delivering results faster than anticipated.
- The Importance of Descriptive Language: Dale discusses the power of using precise language to paint a clear picture for customers, ensuring they understand the need for recommended repairs.
- Embracing Technology in Service Operations: Explore the latest electronic tools and video technology innovations from BG Products that enhance MPI communication and customer engagement.
Dale emphasizes the importance of MPIs as communication tools. He explains how MPIs provide a structured way for technicians to relay essential information to customers. By using the stoplight method, service teams can efficiently communicate the condition of a vehicle, ensuring customers are informed and empowered to make decisions.
"The MPI is a tool that allows us to speak directly to the guests and position ourselves exactly as we want." - Dale Smith
Listen to the episode featuring Dale Smith for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dale Smith
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Allie Peters is a dynamic leader in the automotive industry, currently serving as the Vice President of Service Operations for Cavender Auto Group. With over 13 years of experience, Allie has a unique path that started with a degree in communication and psychology and led her to become one of the most respected figures in her field. Recognized as one of Automotive News' 40 Under 40, Allie's journey is an inspiring testament to hard work and dedication
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What we discuss in this episode:
A significant portion of our discussion centered around the people-centric approach that Allie has championed at Cavender Auto Group. She shared the initiatives her team has implemented to create a positive and inclusive work environment, such as competitive pay plans, work-life balance strategies, and team-building events. Allie believes that fostering a supportive and motivating workplace is key to attracting and retaining top talent. Her insights into building and maintaining a strong team culture are particularly relevant for leaders looking to enhance their organizational dynamics.
As we explore Allie's tenure as VP and her ambitious goals for the future, you can feel the excitement and passion in her voice. She talks about her relentless drive to break new records and the innovative plans she has in store. Her vision for the future is nothing short of inspiring. But what exactly are these bold aspirations, and how does she plan to achieve them?
Listen to the episode featuring Allie Peters for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Allie Peters
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
How can accurate appraisals transform your dealership’s profitability? Are you leveraging fixed ops to maximize your margins? In this episode we dive deep into these critical questions with Micah Tindor, Senior Director of Strategic Planning at Cox Automotive, Kelley Blue Book Instant Cash Offer.
Micah Tindor is a seasoned expert in strategic planning at Cox Automotive, overseeing Kelley Blue Book’s Instant Cash Offer program. With years of experience in the automotive industry, Micah brings invaluable insights into how dealerships can optimize their appraisal processes and integrate fixed operations for maximum profitability.
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What we discuss in this episode:
In this insightful episode, Micah Tindor shares how dealerships can unlock hidden revenue by optimizing their appraisal processes and leveraging the fixed ops department. By embracing technological advancements and fostering better coordination between fixed and variable ops, dealerships can significantly enhance their profitability and customer satisfaction.
We also talk about
- The importance of the appraisal process in dealership profitability
- Strategies to protect margin through accurate reconditioning appraisals
- How fixed operations can proactively support the variable ops department
- The role of technology in modernizing the appraisal process
- Best practices for integrating fixed and variable ops for seamless operations
Listen to the episode featuring Micah Tindor for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Micah Tindor
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Tiffany Peeler is the Vice President of Sales and Operations at Brooke.ai. With a deep understanding of the automotive industry, Tiffany leads the charge in integrating advanced digital voice assistant technology into service scheduling. Her insights and experience have been instrumental in developing Brooke.AI 2.0, a tool that promises to enhance both customer and employee experiences.
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What we discuss in this episode:
Tiffany elaborates on how Brooke.ai is revolutionizing service scheduling with its latest version, Brooke 2.0. She explains the new features that have been introduced, such as greeting customers by name and selecting the correct vehicle record using advanced logic. These enhancements not only improve the efficiency of service scheduling but also significantly enhance the customer experience by reducing call times and ensuring accurate bookings.
Another key discussion point is the impact of Brooke.ai on operational efficiency. Tiffany highlights how the new features, such as the whisper functionality and the ability to transfer calls based on service options, empower dealership employees. This empowerment allows staff to handle more complex tasks while Brooke.ai manages routine service calls. Additionally, Tiffany discusses the upsell functionality that helps dealerships increase service volumes by identifying and suggesting necessary maintenance based on the customer's vehicle data.
For those interested in exploring how Brooke.ai can transform your dealership's service scheduling, visit Brooke.ai or Proactive Dealer Solutions.
Listen to the episode featuring Tiffany Peeler for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tiffany Peeler
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Aaron Watters is the visionary President of OEM Interactive, a purpose-driven fixed ops digital marketing agency. With a career spanning decades, Aaron has dedicated himself to creating environments where both employees and partners thrive. His latest venture, FixedOpsJobs.com, is a testament to his commitment to solving industry challenges and fostering growth through innovative solutions.
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What we discuss in this episode:In this episode, Aaron Watters elaborates on the core philosophy of OEM Interactive: "Our people, our partners, is our purpose." He explains how this guiding principle influences every aspect of their work, from internal culture to client relationships. Aaron shares insights into how a purpose-driven approach leads to extraordinary results, fostering genuine connections and long-lasting partnerships. By prioritizing the well-being and growth of both employees and partners, OEM Interactive has cultivated a thriving and collaborative environment.
Aaron also emphasizes the importance of fostering a supportive and collaborative work environment. He believes in the principle of rising by lifting others, which has been instrumental in shaping the success of OEM Interactive. Aaron shares his thoughts on creating a workplace where every team member feels valued and empowered. This inclusive culture not only enhances employee satisfaction but also leads to better service for partners and clients. Aaron's leadership approach highlights the significance of mutual support and continuous improvement. Listen to the episode featuring Aaron Watters for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Aaron Watters
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
What makes a successful automotive service department? How do industry leaders stay ahead of the curve in a rapidly evolving market? Join me, Ted Ings, as I dive deep into these questions and more with two remarkable guests Ed Roberts who is the Chief Operating Officer at Bozard Ford Lincoln, and Damon Egan Serving as the Service Manager at Sherwood Ford in Sherwood Park, Alberta.
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What we discuss in this episode:
In this episode we delve into the philosophies and strategies that drive the success of two prominent leaders in the automotive service industry, Ed Roberts and Damon Egan.
We begin with Ed Roberts, who shares the foundational principles behind Bozard Ford Lincoln's acclaimed service department. Ed elaborates on their acronym, BEST (Building Excellence through Superior Training), which encapsulates their commitment to fostering a culture of excellence. He explains how their strategic partnerships with trade schools and the establishment of Bozard University have created a robust pipeline for developing skilled technicians, salespeople, and service advisors. This innovative approach not only enhances team competency but also fortifies their brand's reputation for quality service.
Damon Egan, brings a complementary perspective, emphasizing the critical importance of hiring for heart and integrity over mere technical aptitude. Damon discusses how Sherwood Ford's high retention rates are a testament to their supportive and growth-oriented work environment. He underscores the significance of drive and desire in new hires, noting that while technical skills can be taught, a strong work ethic and genuine commitment are irreplaceable.
A key theme in our discussion is the evolving role of mobile service in the automotive industry. Both Ed and Damon emphasize the importance of meeting customers where they are, reducing friction in service delivery, and valuing customers' time.
Listen to the episode featuring Ed Roberts and Damon Egan for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ed Roberts and Damon Egan
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
David O’Brien is a visionary in the automotive service industry, with a rich history of innovation and leadership. As the Co-Founder and Board Chairman of Quantum5, he has been instrumental in reshaping how dealerships approach service operations, customer retention, and team collaboration. His experience spans from being part of the legendary Pat Ryan organization to leading Quantum5’s groundbreaking initiatives.
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What we discuss in this episode:
David O’Brien brings a fresh perspective to the concept of morning meetings. These aren’t just your typical "save a deal" gatherings; they’re strategic sessions designed to plan for success. O’Brien emphasizes the importance of proactive planning over reactive problem-solving. He shares, "In fixed operations, it’s about creating a plan that includes thinking of what could go wrong and being ready for success."
Drawing from his personal experiences, O’Brien discusses the critical role of customer retention. He shares his own frustrations as a customer and how dealerships can avoid making customers feel like "civilians" in their own service experience. "I just don’t want to feel like a civilian," he says, highlighting the need for personalized, attentive service.
David O’Brien’s insights are a game-changer for any dealership looking to enhance their service operations. His emphasis on proactive planning, effective communication, and continuous improvement provides a roadmap for success. Tune in to this episode to discover how you can transform your morning meetings and elevate your service department to new heights.
Listen to the episode featuring David O'Brien for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David O'Brien
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Anne Lister is a seasoned Service Manager at Williams Auto Group with over 12 years of experience in the automotive industry. Before joining Williams Auto Group, Anne spent 15 years in personal lines insurance. Her journey into the automotive sector was unexpected, but she quickly found her passion for fixed operations. Anne is known for her dedication to building strong relationships with her team and customers, fostering a culture of transparency, and implementing innovative solutions to enhance service delivery.
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What we discuss in this episode:
As a female leader in a male-dominated industry, Anne faces unique challenges. She candidly discussed the hurdles she encounters, such as dealing with preconceived notions about her expertise and managing a team predominantly composed of men. Anne shared strategies she uses to assert her knowledge and gain respect, including allowing customers to voice their opinions before guiding them with her own expert insights. Her experiences underscore the importance of empathy, patience, and resilience.
We also explored the innovative practices Anne has implemented at Williams Auto Group, particularly the adoption of digital multipoint inspections (MPIs). She explained how these digital tools enhance transparency and trust with customers by providing detailed visual reports of their vehicles’ conditions. This approach not only improves customer satisfaction but also sets Williams Auto Group apart from its competitors. Anne highlighted the positive feedback from customers, especially women, who appreciate the clarity and control these digital inspections offer.
Listen to the episode featuring Anne Lister for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Anne Lister
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Rob Leary is the Director of Sales at BG Products, Inc., where he oversees a robust network of over 800 representatives across North America. With extensive experience in the automotive industry, Rob brings invaluable insights into maximizing dealership profits through innovative warranty analysis solutions.
Today, we delve into an essential yet often overlooked aspect of dealership operations—warranty analysis. Rob and his team are revolutionizing how dealerships approach warranty labor and parts markup, helping them unlock significant financial gains.
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What we discuss in this episode:
Rob Leary and I discuss the intricacies of warranty analysis, a field where BG Products excels. One striking revelation is the substantial profit dealerships miss out on due to incomplete or incorrect warranty submissions. Rob shares that nearly 20% of dealerships have never filed for an increase, and 70% of those who do, fail to maximize their lift. The numbers are staggering: an average increase of 26.41% in parts markup and 24.85% per hour in labor lift, translating to over $282,000 in annualized net profit for the average dealership.
Rob also introduces BG Products' dual approach to warranty analysis: a comprehensive "Do It For Me" service and a flexible "Do It Yourself" software solution. Both options are designed to simplify the process, minimize dealership workload, and maximize financial returns.
Listen to the episode featuring Rob Leary for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Rob Leary
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
How can technology bridge the trust gap between dealerships and customers? What role does flexibility in digital retailing play in modern automotive sales? Can technology truly revolutionize the fixed ops experience?
In today's episode, we sit down with Kerri Wise Chief Marketing Officer at AutoFi and President of Women of Color Automotive Network (WOCAN).
What We Discuss in This EpisodeKerri emphasizes the crucial role technology plays in bridging the trust gap between dealerships and customers. She discusses how displaying information on screens and offering choices can significantly enhance customer trust and satisfaction. By leveraging technology, dealerships can create a more transparent and seamless experience for customers, whether they are purchasing a vehicle or seeking service.
The Promise and Reality of Digital Retailing
While digital retailing promised to simplify the car buying process, Kerri highlights that the industry has not yet fully realized this potential. She explains that the success of digital retailing hinges on aligning technology with robust processes and comprehensive training. Kerri argues that simply implementing technology is not enough; it must be supported by well-defined processes and skilled personnel to truly enhance the customer experience.
Listen to the episode featuring Kerri Wise for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kerri Wise
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
How do you transform service advisors into confident, customer-centric professionals? What can a simple walk-around reveal that might save lives?
In this special episode, I, Ted Ings, have the pleasure of hosting Mike "Mikey B" Bauer, Corporate Trainer at BG Products, Inc. Mikey B brings a wealth of knowledge and experience, transforming the landscape of fixed operations through innovative training methods and tools. From the importance of the service walk-around to the impact of proper training, this episode is packed with insights that can revolutionize your service department.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
In this episode of the Fixed Ops Roundtable, I sit down with Mike "Mikey B" Bauer, a Corporate Trainer at BG Products, Inc., to delve into the critical aspects of service training and customer engagement in the automotive industry. We begin our conversation by exploring the profound responsibility service advisors have in changing people's lives through their work. Mikey B emphasizes that service training is not just about teaching technical skills but about transforming attitudes and building confidence. He shares his journey and the challenges he faced in getting the industry to recognize the importance of training service advisors, who often interact with more customers than any other dealership employees.
We also delve into the tools and processes that can elevate a service department's performance. Mikey B introduces Smart VMA, a tool from BG Products that personalizes maintenance schedules based on vehicle-specific information, making it easier for advisors to provide accurate and tailored recommendations. We discuss the importance of having a consistent process for presenting services and prices to customers, and how tools like menus can help standardize this process across the board, ensuring that every advisor provides the same high level of service.
Listen to the episode featuring Mikey B for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mikey B
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Dawn Newsome is a seasoned automotive professional with nearly two decades of experience at Vaden Automotive Group. Based in Savannah, Georgia, she has climbed the ranks to become the Vice President of Fixed Operations. Dawn's journey is marked by her dedication to her career, her role as a mother, and her passion for mentoring the next generation in the automotive industry.
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What we discuss in this episode:Have you ever wondered what it takes to thrive in the automotive industry, especially as a woman in a predominantly male field? How do you balance personal life with a demanding career and still rise to the top? In this episode we dive deep into the inspiring journey of Dawn Newsome, Vice President of Fixed Operations at Vaden Automotive Group, and uncover the secrets to her remarkable success.
Sarah Vantine, interviews Dawn Newsome on how she transitioned from answering phones at a Chrysler dealership to leading fixed operations at one of the most respected automotive groups in Savannah, Georgia.
Dawn shares her inspiring journey, the challenges of balancing a demanding career with motherhood, and the pivotal moments that propelled her to success. Learn about the opportunities for women in automotive and get a glimpse into the exciting future of Vaden Automotive Group.
Listen to the episode featuring Dawn Newsome for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dawn Newsome
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Randall (Randy) Koch is the VP of Partner Development at OEM Interactive, an industry leading marketing company. Randy brings a wealth of Automotive and e-commerce experience and expertise that is passionate about driving growth and building strong relationships within the industry.
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What we discuss in this episode:
Randy opens up about the fundamental importance of parts in dealership success, drawing from his upbringing in a family deeply rooted in the automotive world. He shares poignant anecdotes from his childhood, highlighting the pivotal role of meticulous inventory management and control.
At OEM Interactive, Randy leads the charge in partner development, forging meaningful relationships that transcend traditional vendor-client dynamics. He shares insights into the company's holistic approach to dealership growth, emphasizing the importance of collaboration and mutual understanding. Through innovative marketing strategies and personalized solutions, OEM Interactive empowers dealerships to thrive in an increasingly competitive market.
We also talk about the e-commerce revolution and its profound impact on dealership operations. Randy offers practical advice on leveraging online platforms to drive sales, streamline inventory management, and enhance customer communication. From shipping solutions to communication tools like Parts Messenger Pro, Randy unveils the secrets behind maximizing efficiency and productivity in dealership operations.
Listen to the episode featuring Randy Koch for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Randy Koch
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Are dealerships leaving money on the table by outsourcing glass services? Dive into the latest episode of the Fixed Ops Roundtable, where we uncover how bringing glass services in-house can be a game-changer for customer satisfaction and revenue growth.
In this episode I sit down with Mark Haeck, the Vice President of Business Development at GMS Glass Management Software, the driving force behind dealership glass solutions for over four decades.
What We Discuss In This Episode:As we explore the revenue roadmap, Mark shares invaluable insights into the untapped opportunities awaiting dealerships in the glass business. From ADAS calibrations to insurance billing, he unveils the myriad ways in which in-house glass services can bolster revenue streams and enhance profitability. We discuss the importance of seizing these opportunities and leveraging them to stay ahead in today's competitive automotive landscape.
Throughout our conversation, Mark addresses the challenges that dealerships may face in implementing in-house glass services, from technician training to workspace optimization. He offers practical strategies for overcoming these hurdles, empowering dealerships to take control of their glass operations and maximize efficiency.
One of the key themes we explore is the profound impact of in-house glass services on customer experience and satisfaction. Mark highlights how routine glass repairs can become opportunities to impress and retain customers, ultimately driving loyalty and dealership growth.
Listen to the episode featuring Mark Haeck for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mark Haeck
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Robert Manuel, with an illustrious background in automotive retail, brings a wealth of firsthand experience to his role as Partner Success Manager at CallRevu. With roots deeply embedded in dealership operations, Robert offers unique insights into the challenges and opportunities faced by fixed operations teams.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
- Navigating Evolving Trends: We explore the emergence of Electric Vehicles (EVs) and the unique challenges they pose for fixed operations, from technician preparedness to service presentation.
- Harnessing the Power of AI: Discover how AI-driven insights are revolutionizing dealership operations, from personalized customer experiences to predictive analytics, with a focus on enhancing service quality and efficiency.
- Overcoming Obstacles: Robert shares practical strategies for overcoming obstacles in technology adoption, emphasizing the importance of a phased approach and ongoing employee training.
- The Future of Fixed Ops: Gain foresight into the role of AI in shaping the future of fixed operations, as Robert discusses the potential for predictive analytics to redefine customer interactions and dealership success.
- Connecting with CallRevu: Learn about the innovative solutions offered by CallRevu to empower dealerships in optimizing the caller's journey and fostering customer delight.
Listen to the episode featuring Robert Manuel for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Robert Manuel
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Sara Hoagey and staff have been in the automotive industry since 1999 and held every position in a dealership from variable to fixed operations. As the CEO of EliteBDC, Sara is at the forefront of revolutionizing customer engagement in the automotive sector through innovative technologies and personalized approaches.
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What we discuss in this episode:
In our episode, Sara Hoagie and I delve into the fascinating evolution of automotive customer experience. Sara shares her rich journey spanning over 25 years in the industry, recounting her early days as a sales consultant when the automotive landscape was transitioning from traditional methods to embracing the internet age. From handling leads via fax machines to harnessing the power of artificial intelligence, Sara reflects on the transformative changes that have shaped the way dealerships engage with customers.
Drawing from her experience as a service manager, Sara highlights the critical role of service management in fostering customer loyalty and ensuring compliance with regulatory standards. She emphasizes the importance of providing exceptional service experiences to retain customers, especially in an era where customer expectations are higher than ever. With insights gained from navigating the complexities of service operations, Sara offers practical strategies for dealerships to enhance their service offerings and maintain compliance.
Our conversation also delves into the significance of BDCs in today's automotive landscape. Sara underscores the pivotal role of BDCs in managing customer inquiries and ensuring seamless communication channels between dealerships and potential buyers. From effective phone handling techniques to strategies for employee retention, Sara shares valuable insights on optimizing BDC operations to drive sales and enhance customer satisfaction.
Listen to the episode featuring Sara Hoagey for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Sara Hoagey
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Jay Goninen is the Co-Founder and President of Wrenchway, a company revolutionizing how technicians and dealerships connect. With a passion for empowering technicians and enhancing dealership operations, Jay brings a wealth of experience and innovation to the table.
Get ready for insights, revelations, and a glimpse into the future of the automotive industry.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
The Evolution of Wrenchway: Jay shares the journey from the inception of Wrenchway to its current position as a game-changer in the automotive space. Discover the inspiration behind the transition from Find a Wrench to Wrenchway and the strategic vision driving its growth.
Prioritizing People in the Industry: In a world where technicians are in high demand, Jay discusses the importance of prioritizing people over processes. Learn how Wrenchway is reshaping the recruitment landscape by focusing on transparency, support, and mutual respect.
Empowering Technicians: Explore the innovative features of Wrenchway's platform and how they empower technicians to make informed decisions about their careers. From job boards to school connections, discover how Wrenchway is bridging the gap between talent and opportunity.
Navigating Industry Challenges: Jay opens up about the challenges faced in growing a company within the automotive industry. From changing mindsets to addressing foundational issues, gain insights into the strategies driving Wrenchway's success.
The Future of Automotive Innovation: As we look ahead, Jay shares his vision for the future of the automotive industry. Explore the role of technology, education, and industry partnerships in shaping a brighter tomorrow for dealerships and technicians alike.
Listen to the episode featuring Jay Goninen for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jay Goninen
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Mark Queen is the CEO of SKAI Vision, a groundbreaking technology company pioneering the integration of computer vision AI into retail automotive operations. With a wealth of experience and a knack for innovation, Mark is leading the charge in revolutionizing dealership efficiency and customer experience.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Mark sheds light on how computer vision AI is transforming the automotive industry, specifically by tackling those pesky bottlenecks that plague dealerships.
In this episode, you'll learn:
- What computer vision AI is and how it works
- Real-world examples of computer vision in action, beyond automotive retail
- How SKAI Vision leverages computer vision to streamline dealership operations
- The impact of SKAI Vision on key areas like technician efficiency, customer wait times, and data automation
- Privacy concerns surrounding computer vision technology (and how SKAI Vision addresses them)
- The most popular features dealerships are requesting from SKAI Vision
- The incredible benefits of SKAI Vision for both dealerships and their customers
Mark also shares some exciting insights from SKAI Vision's data, including:
- How focusing on seemingly minor process improvements can lead to major gains
- Why a minute saved can translate into hundreds of additional services per month
- The crucial role of connected vehicle data in further streamlining the service experience
This episode is a must-listen for any fixed ops professional looking to gain a competitive edge. SKAI Vision is paving the way for a future where dealerships can optimize time, improve customer satisfaction, and boost their bottom line.
Listen to the episode featuring Mark Queen for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mark Queen
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Coralee Zueff is a seasoned master service advisor, coach, and author of "Five-Star Service Advisor," with a rich background spanning from technical expertise to retail and aftermarket experience. Her passion for empowering service advisors led her to develop the innovative Five-Star Service Advisor program, aimed at revolutionizing customer service in the automotive sector.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
1. Understanding Customer Behavior: Coralee sheds light on why customers may choose aftermarket services over dealerships, debunking common misconceptions about pricing and revealing the true drivers behind customer choices.
2. The Importance of Convenience: We explore the evolving landscape of automotive service, where convenience plays a pivotal role in customer satisfaction. Coralee highlights the significance of dealership initiatives such as pickup/drop-off services and mobile servicing in meeting customer needs.
3. Empowering Service Advisors: Delving into the core principles of the Five-Star Service Advisor program, Coralee shares valuable insights on nurturing a customer-centric approach, building trust, and fostering meaningful interactions.
4. Bridging the Gap Between Dealerships and Independents: Coralee outlines the unique benefits of her program for both dealerships and independent service providers, emphasizing the importance of specialized training and customer-centricity in driving business success.
5. The Future of Automotive Service: As we wrap up, Coralee offers a glimpse into the future of automotive service excellence, highlighting the role of ongoing training, adaptation to industry changes, and a deep understanding of customer needs.
Listen to the episode featuring Coralee Zueff for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Coralee Zueff
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
In this episode, I had the pleasure of sitting down with William Demaree, the Corporate Director of Fixed Operations at the Tom Wood Automotive Group. Our conversation delved into various aspects of the automotive industry, starting with the core values of Tom Wood Automotive Group, as highlighted by a quote from Tom Wood himself: "Success is not measured by the number of franchises or locations in an organization, but by the people associated with it."
We explored how this philosophy drives the company's focus on creating a family-like environment for its employees, emphasizing work-life balance and flexible scheduling to ensure both employee satisfaction and customer service excellence.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:One of the key topics we discussed was the evolution of dealership culture and the importance of embracing change. Demaree shared insights into innovative approaches adopted by Tom Wood Automotive Group, such as offering alternative work hours and implementing mobile service solutions like Spiffy. He emphasized the significance of convenience in today's automotive landscape and how adapting to customer preferences, such as providing mobile service options, can lead to increased customer satisfaction and loyalty.
Demaree also provided a glimpse into his journey within the automotive industry, recounting his early experiences working at a service station and his transition into dealership operations. His story highlighted the importance of mentorship and hands-on experience in shaping a successful career path. We explored the changing dynamics of the industry, particularly with the rise of electric vehicles (EVs) and the need for specialized skills among technicians to adapt to new technologies.
Throughout our conversation, Demaree underscored the pivotal role of people in driving success within the automotive industry. From attracting and training young talent to fostering a culture of customer-centric service, he emphasized the value of investing in employees and creating opportunities for growth. Additionally, we discussed the significance of philanthropy and community engagement, reflecting on how giving back plays a fundamental role in shaping company values and leaving a positive impact on society.
Overall, my discussion with William Demaree provided valuable insights into the inner workings of the automotive industry, highlighting the importance of adaptability, innovation, and a people-first approach in navigating the challenges and opportunities ahead.
Listen to the episode featuring William Demaree for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, William Demaree
Connect with Ted Ings and the Fixed Ops Roundtable:
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Tammie Ventura is a seasoned professional and the BDC Director at Hudson Automotive Group, South Carolina. With over 18 years of experience in the automotive industry, Tammie has been instrumental in transforming Hudson's BDC operations into a powerhouse of success. Under her leadership, the group has witnessed remarkable growth and earned prestigious accolades, including the Best Practice Award.
Tammie's passion for excellence and dedication to cultivating a culture of continuous improvement make her a trailblazer in the field of fixed operations.
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What we discuss in this episode:
1. From Humble Beginnings to Industry Leader:
Explore Tammie's journey from a small lunchroom with just one table to leading a team of 50 agents across multiple dealerships. Discover the pivotal moments that shaped her career and fueled her passion for the automotive industry.
2. The Power of Consistency:
Tammie reveals why consistency is the cornerstone of success in a corporate BDC. Learn how maintaining unwavering standards and best practices can drive exceptional results and elevate the customer experience.
3. Cultivating a Winning Culture:
Dive into the importance of fostering a positive and supportive culture within the BDC. Discover Tammie's strategies for empowering team members, promoting personal growth, and creating a collaborative environment where everyone thrives.
4. Coaching for Excellence:
Explore Tammie's approach to coaching, training, and developing BDC agents for success. From daily call evaluations to quarterly training sessions, uncover the techniques that drive continuous improvement and ensure team members reach their full potential.
5. The Journey to Success:
Tammie shares inspiring stories of team members who started as BDRs and advanced to higher roles within the organization. Discover how a career mentality and a commitment to personal growth can propel individuals to new heights in the automotive industry.
Through candid conversations and valuable insights, Tammie Ventura offers a glimpse into the inner workings of Hudson Automotive Group's BDC and sheds light on the strategies that have propelled them to the forefront of the industry. Join us for an engaging discussion that promises to inspire, educate, and unlock the secrets to BDC success.
Listen to the episode featuring Tammie Ventura for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tammie Ventura
Connect with Ted Ings and the Fixed Ops Roundtable:
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Today, I'm thrilled to welcome David Reinicke, President, and Jason Tuck, Sales and Marketing Manager at Automotive Warranty Network. With many years of experience, Automotive Warranty Network stands as the cornerstone of outsourced warranty administration, offering invaluable insights into this vital yet often overlooked aspect of dealership operations.
As key figures at Automotive Warranty Network, they are passionate about streamlining processes, ensuring compliance, and fostering a culture of excellence within the industry.
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What we discuss in this episode:
1. The Essence of Automotive Warranty Network: David and Jason shed light on the critical role of Automotive Warranty Network in processing warranty claims. From seamless integration with dealership management systems to meticulous claim administration, they highlight the comprehensive services offered by AWN.
2. Navigating Compliance in a Complex Landscape: In a rapidly evolving regulatory environment, compliance is paramount. Our guests discuss how AWN prioritizes adherence to FTC guidelines and manufacturer standards, ensuring secure and compliant warranty processing.
3. Cultivating a Culture of Excellence: Discover the secret behind AWN's success—a thriving culture centered around family, support, and continuous growth. David and Jason emphasize the importance of investing in their workforce, fostering loyalty, and driving innovation within the organization.
4. Addressing Industry Challenges: From technician shortages to the evolving demands of the automotive landscape, our experts provide insights into overcoming challenges and staying ahead of the curve. Learn how AWN's forward-thinking approach positions them as industry leaders.
Overall, our episode with David Reinicke and Jason Tuck offers a comprehensive exploration of automotive warranty administration, providing valuable insights for dealerships and industry enthusiasts alike.
Listen to the episode featuring David Reinicke and Jason Tuck for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David Reinicke and Jason Tuck
Connect with Ted Ings and the Fixed Ops Roundtable:
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Owen Moon is a seasoned expert in the automotive industry, of Trade Pending which recently acquired Fixed Ops Digital. With years of experience and a passion for revolutionizing online service marketing, Owen brings a wealth of knowledge to the table.
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What we discuss in this episode:
The State of the Market: Owen provides a comprehensive overview of the current state of the automotive service industry, highlighting key statistics and trends that dealerships need to be aware of. From consumer behaviors to market share dynamics, Owen offers valuable insights into the evolving landscape.
Building Trust and Transparency: With trust in franchise dealerships eroding, Owen discusses the importance of transparency and how dealerships can regain consumer confidence. He emphasizes the need for openness in service pricing and the significance of fostering positive customer experiences.
Harnessing the Power of Video: Owen explores the growing role of video in automotive service marketing, showcasing how dealerships can leverage this medium to enhance communication with customers. From technician recommendations to promotional campaigns, video offers a personalized and engaging way to connect with audiences.
Maximizing Revenue Opportunities: Owen delves into various strategies for increasing revenue in fixed operations, including repair financing, recall management, and effective vehicle acquisition tactics. He shares practical tips for implementing these initiatives and driving profitability.
Embracing Online Service Marketing: As we enter 2024, Owen underscores the importance of embracing online service marketing as a key driver of dealership success. He discusses the evolving role of digital platforms and the need for dealerships to adapt and innovate in this rapidly changing landscape.
Listen to the episode featuring Owen Moon for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Owen Moon!
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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Mark Haeck is the Vice President of Business Development at GMS Glass Management Software.
In this episode he brings over four decades of expertise in auto glass technology, spearheading GMS's mission to revolutionize dealership operations. With a keen focus on customer-centric solutions, Mark is at the forefront of driving industry-wide innovation.
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What we discuss in this episode:
Mark unveils the comprehensive suite of solutions offered by GMS, providing a glimpse into how dealerships can streamline glass management seamlessly, from vehicle lookup to insurance billing. We delve into the myriad revenue opportunities that in-house glass services unlock, ranging from ADAS calibrations to vehicle scanning, shedding light on how these services go beyond mere repairs to drive profitability. Mark shares invaluable insights into overcoming the challenges associated with establishing in-house glass services, emphasizing the importance of proactive technician training and workspace optimization.
Moreover, we discuss how in-house glass services revolutionize the customer experience, fostering long-term relationships and enhancing dealership competitiveness. From leveraging existing customer bases to tapping into new markets like insurance agencies and fleet accounts, Mark provides a roadmap for dealerships to expand their glass services outreach effectively.
As we peer into the future, it's clear that in-house auto glass services represent a game-changing strategy for dealerships aiming to stay ahead of the curve in today's dynamic automotive landscape. Mark shares his vision for the future of in-house glass services, envisioning a landscape where dealerships seamlessly integrate glass management into their core operations, driving sustained growth and customer satisfaction.
As we wrap up this episode, it's evident that in-house auto glass services represent a game-changing strategy for dealerships seeking to enhance revenue and customer satisfaction. With Mark Haeck's expert insights, we've uncovered a wealth of opportunities for dealerships to thrive in today's competitive automotive market.
Listen to the episode featuring Mark Haeck for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mark Haeck
Connect with Ted Ings and the Fixed Ops Roundtable:
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In this episode, I sit down with Kent MacDonald, President of Northwood University, and Brooke Engelhardt, a marketing student and Marketing Chair of the 60th Annual International Auto Show at Northwood University. Together, we explore the key factors behind Northwood's success in preparing students for thriving careers in the automotive industry.
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What we discuss in this episode:
Kent MacDonald delves into Northwood's rich history and commitment to principles like free enterprise and personal responsibility, emphasizing how these values underpin the university's approach to education. He highlights the importance of blending classroom learning with real-world experiences, providing students with hands-on opportunities to excel in the automotive field.
Brooke Engelhardt shares her personal journey at Northwood, discussing the transformative experiences and opportunities that have shaped her into a future leader in the automotive industry. She reflects on the diverse opportunities available at Northwood, from competitive programs to athletics and student organizations.
Throughout the episode, Kent and Brooke underscore Northwood's track record of producing successful graduates who are in high demand within the automotive industry. They emphasize the importance of the Northwood Idea, which instills values like freedom, respect, empathy, and integrity in students, preparing them for the challenges of the professional world.
Explore the vibrant community and educational opportunities offered at Northwood University, whether they're prospective students, industry professionals, or simply curious about the intersection of education and automotive excellence. Tune in to learn how Northwood is driving success in automotive education and shaping the future of the industry.
Listen to the episode featuring Kent MacDonald & Brooke Engelhardt for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kent MacDonald & Brooke Engelhardt
Connect with Ted Ings and the Fixed Ops Roundtable:
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David Spisak is the President/CEO of Disruptive Growth Solutions, a renowned figure in the automotive industry, heralded for his visionary leadership and deep understanding of emerging trends. With extensive experience in navigating automotive disruption, David brings a wealth of knowledge to the table, guiding dealerships through transformative challenges and opportunities.
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What we discuss in this episode:
I sit down with David Spisak to delve into the accelerating evolution of automotive technology and its profound impact on fixed ops departments.
1. The Shift to Electric Vehicles (EVs)
Explore the seismic shift towards electric vehicles and its implications for dealerships. David shares insights into why EVs are no longer a distant future but a present reality, with profound implications for dealership operations and profitability.
2. Adapting to Changing Market Dynamics
Gain a deeper understanding of how market dynamics have rapidly evolved, reshaping traditional dealership models. David uncovers the challenges posed by EV adoption and highlights strategies for dealerships to adapt and thrive in this new landscape.
3. Navigating Customer Expectations
Delve into the evolving landscape of customer expectations in the digital age. David discusses how heightened consumer expectations, driven by experiences in other industries, are reshaping dealership-client interactions and the importance of embracing modern retail approaches.
4. The Role of Technology in Automotive Retail
Explore the pivotal role of technology in revolutionizing automotive retail. David shares insights into the importance of integrated and intelligent tech solutions, emphasizing the need to streamline dealership operations and enhance the customer experience.
5. Predictions for the Future of Automotive Retail
Get a glimpse into the future of automotive retail as David shares his predictions for the biggest surprises and changes awaiting the industry in 2024. From potential leadership shifts to emerging technologies, discover what lies ahead for dealerships navigating this dynamic landscape.
Listen to the episode featuring David Spisak for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David Spisak
Connect with Ted Ings and the Fixed Ops Roundtable:
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- Center for Performance Improvement
In today's episode, we have a true industry legend with us—Dr. Matt Bennett, the Vice President of Graduate and Professional Studies at Northwood University.
Dr. Matt Bennett is not just a VP; he's a driving force behind Northwood University's success. With a rich history in the automotive sector, Matt has been instrumental in shaping future leaders through innovative programs, partnerships, and a deep understanding of the industry's pulse.
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What we discuss in this episode:
1. Bridging the Gap: Northwood's Impact on Automotive Education
Dr. Matt sheds light on Northwood's unique approach, showcasing the dynamic connection between classroom learning and real-world applications. Learn how the students at Northwood become true Swiss army knives in the automotive sector, mastering the art of relationships and practical skills.
2. Building a Foundation for a Successful Automotive Career
Ted Ings explores with Dr. Matt the secret sauce behind Northwood's success in shaping automotive leaders. Discover why Northwood stands out in building careers that kick-start with a strong foundation and a unique blend of practical experiences.
3. Navigating 2024: Challenges and Opportunities
Delve into the uncertainties facing the automotive industry in 2024. Dr. Matt reveals the strategies organizations are employing to navigate the landscape and optimize profitability. Gain insights into the role of analytics and planning in addressing industry challenges.
4. The Evolution of Northwood's Graduate Program
Uncover the hidden gem in Northwood's offerings – the Graduate Program. Dr. Matt shares the exciting developments, including the launch of a Master of Science in Organizational Leadership tailored for automotive professionals. Learn how this program is bridging the gap between industry leaders and emerging talents.
5. Northwood's Relationship-Driven Focus with Industry Partners
Explore the powerful partnerships Northwood has cultivated with Fortune 100 to 500 companies in the automotive sector. Dr. Matt emphasizes the importance of relationships, collaboration, and prosperity through partnership in driving success for both the institution and its industry partners.
6. Shaping Future Leaders at Northwood
Ted Ings and Dr. Matt Bennett wrap up the episode by discussing why the industry looks to Northwood for the professional development of future leaders. Discover the unique qualities Northwood students bring to the table and why employers are lining up to engage with them.
Join us on this exciting journey through the automotive education landscape, and discover how Northwood University is driving innovation and success in the industry. The road ahead is paved with insights, expertise, and the promise of a brighter future for automotive professionals.
Listen to the episode featuring Dr. Matt Bennett for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dr. Matt Bennett
Connect with Ted Ings and the Fixed Ops Roundtable:
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Alyson Landis is the CEO of Inkcentric Corp, which is based in sunny California.
Alyson Landis, a seasoned Marketing and Procurement Specialist, brings over 25 years of experience in the automotive industry. As the driving force behind Inkcentric Corp, Alyson has become a trusted partner for dealers and automotive clients nationwide.
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What we discuss in this episode:
Theatrics in Automotive Marketing:
Join Alyson and me as we explore the creative side of automotive marketing, from themed events to quirky merchandise, and how it all ties back to building brand identity.
The Power of Print:
In a digital age, Alyson makes a compelling case for the enduring impact of print marketing. Discover the behind-the-scenes of producing high-quality materials, like the iconic Galpin calendars, and the art of capturing attention in a tangible way.
Partnerships & Trust:
Uncover the dynamics of working closely with automotive partners. Alyson sheds light on how Inkcentric Corp collaborates seamlessly with various players in the industry, making them the go-to for trusted marketing solutions.
Bridging Digital and Print:
We discuss the harmonious relationship between digital and print marketing, creating a well-rounded strategy that resonates with the audience and keeps the brand at the forefront.
Join us in this lively conversation that unveils the artistry behind automotive marketing and the strategic thinking that keeps brands vibrant and memorable. Alyson's expertise and passion are evident, making this episode a must-listen for anyone in the automotive business.
Listen to the episode featuring Alyson Landis for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Alyson Landis
Connect with Ted Ings and the Fixed Ops Roundtable:
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Jennifer Sanford is a Marketing Executive and Founder of Sanford Marketing Group. with 14 years of experience in sales and marketing leadership. Having spent a significant part of her career at Dominion Dealer Solutions, she played a pivotal role in building the brand into a powerhouse within the automotive space. With a passion for effective B2B marketing, Jennifer now leads Sanford Marketing Group, guiding companies in achieving results-oriented marketing experiences.
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What we discuss in this episode:
Vendor-Dealer Relationships:
Unpacking the critical aspects of establishing effective partnerships, emphasizing communication and ongoing support.
Checklist for Successful Implementations:
Jennifer shares valuable insights on questions dealers should ask during the contracting process, ensuring a smooth implementation.
Long-Term Dealer Expectations:
Crafting effective communication strategies and maintaining a healthy partnership, including dealer responsibilities and vendor commitments.
Maximizing ROI:
Jennifer provides a comprehensive approach to evaluating ROI, focusing on time, money, and stress reduction.
Don't miss this riveting episode where Jennifer Sanford shares her wealth of experience, helping us decipher the intricacies of dealer-vendor partnerships.
For more information and to connect with Jennifer Sanford, visit Sanford Marketing Group or reach out to Jennifer at jennifer@sanfordmarketinggroup.com | 757-537-7004.
Listen to the episode featuring Jennifer Sanford for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jennifer Sanford
Connect with Ted Ings and the Fixed Ops Roundtable:
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In this episode, I'm joined by Kaylee Felio, a seasoned expert in parts management; Kaylee brings a wealth of knowledge and a fresh perspective to the table. With a passion for efficiency and innovation, she's redefining the game's rules together with Ed Roberts - Author of Mile One and Fixed Ops Guru: here to share how Bozard Ford Lincoln is gearing up for a prosperous 2023 and beyond.
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What we discuss in this episode:
In this episode We explore crucial aspects of parts management, delving into strategies for a prosperous 2023 and beyond.
Ed Roberts kicks off the discussion by unveiling Bozard's year-end inventory strategies, emphasizing the value disparity between used car and parts inventory. The conversation pivots to the ever-present challenge of obsolescence, with Kaylee Filio stressing the need for year-round focus and proactive decision-making to avoid idle inventory.
Mindset emerges as a key theme, with Ed Roberts highlighting the significance of empowering the team and setting clear guidelines for effective decision-making in the parts department. Continuous training for parts personnel and effective communication are identified as essential components of a successful strategy.
Kaylee provides insights into the resources offered by Parts Edge, including e-books on inventory control and pricing analyses. Both guests stress the importance of having a plan, improving processes, and celebrating small victories.
Listen to the episode featuring Kaylee Felio & Ed Roberts for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kaylee Felio & Ed Roberts
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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In this episode, we're joined by Shawn Butler, a true hero and fighter in the automotive industry. Shawn was recently diagnosed with late stage 3C rectal cancer. The prognosis is not great due to the depth and size of the tumor, being deeply embedded with many lymph nodes and the blood stream involved.
Despite facing a challenging battle with cancer, Shawn is too proud to ask for help and is continuing to do what he loves , working through the pain and leading his team at Bristol Honda with unwavering dedication, showcasing the strength of the human spirit and the importance of finding purpose in our work.
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Join us in this powerful episode as we rally together to support Shawn Butler and his family, Shawn has been fighting a courageous battle against cancer, and today, we're standing united to offer our support.
Visit FixedOpsCares.org to contribute and make a difference in Sean's life and the lives of his family.
Remember, every act of kindness counts. Thank you for being a part of this journey.
Listen to the episode featuring Shawn Butler for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Shawn Butler
Connect with Ted Ings and the Fixed Ops Roundtable:
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Don Hall is the President and CEO of the Virginia Automobile Dealers Association.
With a remarkable background spanning both the retail sector and association leadership, Don brings a wealth of experience and unique insights to the table. Not only has he led the VADA for an impressive tenure, but his journey includes service in the United States Marine Corps, shaping his perspective in ways that resonate with the very core of our industry.
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**What we discuss in this episode:
The Heart of the Business: People First**
- Ted and Don reflect on the essence of the automotive industry, emphasizing that at its core, it's not just about cars; it's about people. Don sheds light on the crucial role dealership employees play in creating a positive customer experience.
Industry Evolution: Embracing Change for a Better Future
- Don shares his perspective on the evolving automotive landscape. He encourages industry professionals to embrace change, especially the technological advancements that promise to enhance the buying and service experiences. Don sees the current period as an exciting era for the industry, with opportunities for growth and improved customer satisfaction.
Facing the EV Revolution: Challenges and Opportunities
- With a political push toward electric vehicles (EVs), Don discusses the challenges faced by dealerships. He acknowledges the shift towards EVs mandated from Washington, D.C., and shares thoughts on the need for smart adaptation. Don predicts that EVs are here to stay, urging the industry to find innovative ways to make them accessible and affordable for consumers.
Navigating Vehicle Software Profits: A Balancing Act
- Ted and Don delve into the complex landscape of vehicle software and its impact on dealership profits. Don's insights emphasize the importance of fair collaboration between OEMs and dealerships, ensuring that both parties benefit from the evolving software-driven features in modern vehicles.
Adapting to Industry Changes: The Path Forward
- Looking ahead to 2024, Don advises dealerships to stay competitive by embracing change and adopting innovative solutions. He highlights the necessity of being open to new technologies, enhancing the customer experience, and understanding that consolidation is a reality that can lead to greater opportunities for growth.
The automotive industry is undergoing rapid transformation, and it's clear that those who navigate the changes with agility, prioritize their people, and embrace innovation will thrive in the exciting years to come.
Listen to the episode featuring Don Hall for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Don Hall
Connect with Ted Ings and the Fixed Ops Roundtable:
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- Center for Performance Improvement
In this episode, we're joined by the driving force behind All American Ford's success, Alan Bass. With a rich history in the automotive industry, Alan's journey from washing cars at 12 to becoming a pivotal figure in the Northeast's largest Ford store is nothing short of inspirational. His experience, passion, and dedication to customer satisfaction have shaped a legacy in the industry.
Now a service manager, Alan's unwavering commitment and proven track record position him as a driving force in setting records for profitability in the service department.
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What We Discuss In This Episode:
- The Rise of All American Ford: Explore the impressive growth of All American Ford, its status as the largest Ford store in the Northeast, and the dynamic duo behind it.
- Manhattan Ford's Flagship Days: Take a trip down memory lane as Alan shares his experiences at Manhattan Ford, rubbing shoulders with celebrities, including Mayor Koch and Derek Jeter.
- From Shutdown to Success: Witness Alan's incredible turnaround at a flagship store facing closure, showcasing resilience, leadership, and the triumph of service excellence.
- Mobile Service Revolution: Learn about All American Ford's innovative approach to mobile service, leveraging remote experiences, pickup and delivery, and the impact on customer satisfaction.
- The Future of Ford Dealerships: Alan provides insights into the evolving landscape of Ford dealerships, highlighting the importance of embracing opportunities like pickup and delivery.
Closing: As we wrap up this episode, Alan leaves us with valuable insights and a glimpse into the exciting future of All American Ford. Join us in the fast lane of automotive excellence – hit play and ignite your passion for service-driven success!
Listen to the episode featuring Alan Bass for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Alan Bass
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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John Fairchild is a service management/advisor sales training expert with over 40 years of experience in automotive fixed operations management and consulting.
John has spent 15 years transforming fixed operations into a powerhouse of profitability. With a track record that speaks volumes, he's not just a trainer; he's a partner, a friend, and an industry luminary.
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What we discuss in this episode:
Today, we've got a powerhouse episode that delves into the beating heart of fixed operations in the dealership realm. Buckle up as we explore the industry's latest dynamics with none other than the maestro himself, John Fairchild from Fairchild Automotive Solutions, and the dynamic Shon Kingrey from the Kayser Automotive Group.
The Rise of Fixed Absorption:
- Unveiling the significance of fixed absorption and its impact on dealership profitability.
- Shon Kingrey shares insights into the changing dynamics of fixed operations.
Training as a Game-Changer:
- The critical role of ongoing training in enhancing fixed absorption.
- John Fairchild's journey from retail to coaching, emphasizing the need for a rhythmic cadence of accountability.
Modes of Training: Classroom, On-Site, and Video:
- Exploring the pros and cons of on-site training and the value of classroom settings.
- Video supplements as a crucial tool for reinforcing and retaining training lessons.
Warranty Maximization:
- Uncovering the hidden potential in warranty uplift and why dealers often leave money on the table.
- John Fairchild's unique approach to advising dealers on filing for warranty reimbursement.
Technician Retention and Cost Management:
- Addressing the challenge of retaining skilled technicians in a market where they are in high demand.
- Shon Kingrey and John Fairchild stress the importance of proper pricing strategies to sustain profit margins.
Personal Touch and Longevity:
- The impact of peer-to-peer interactions in enhancing training outcomes.
- John Fairchild shares the story of implementing longevity strategies, showcasing the power of shared insights.
Revolutionize your fixed ops game, boost profitability, and reclaim the revenue you didn't know you were missing. Dive into the wisdom shared by John Fairchild and Shon Kingrey in this power-packed episode. Whether you're a seasoned industry veteran or just starting, there's something here for everyone. Don't miss out – tune in and let's transform your fixed ops landscape together!
Listen to the episode featuring John Fairchild & Shon Kingrey for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Fairchild
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Laurie Halter is the driving force at Charisma Communications and is a renowned figure in the industry. Her influence extends far and wide, touching every corner of the retail community. Laurie's commitment to quality content and strategic PR has made Charisma a force to be reckoned with. With a keen eye for quality content, Laurie has become the go-to expert for ensuring that every message in the industry hits the mark.
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What we discuss in this episode:
1. The Power of Fixed Ops in 2024:
In this dynamic conversation, Laurie and I explore the evolving landscape of the automotive industry. With a focus on fixed operations, we uncover the pivotal role they play in dealership profitability. Discover how recent industry shifts necessitate a renewed emphasis on Fixed Ops and why it's crucial for sustained success.
2. Five Ways to Make 2024 Your Most Successful Year:
Get ready for a goldmine of insights! Laurie shares five practical and proven strategies that can elevate your dealership's performance. From innovative recall campaigns to the game-changing impact of AI in service communication, we cover it all. Learn how forward-thinking dealerships are capitalizing on these trends to secure impressive profits and customer loyalty.
3. Disruptive Trends: Surcharges and Mobile Services:
Digging into specific trends, we explore the untapped potential in surcharges for credit cards. Laurie reveals how some dealerships are saving substantial amounts monthly by implementing surcharge fees. Additionally, we dive into the growing importance of mobile services and the white-glove experience that customers now expect, with real-world examples from industry leaders.
4. Harnessing the Power of AI:
AI isn't just a buzzword; it's a game-changer in automotive. Laurie walks us through real-world applications of AI, from noise reduction in service videos to creating professional responses from service advisors. Uncover how AI can analyze customer sentiment, ensuring a positive interaction and preventing potential issues before they escalate.
5. Bonus: Training as the Key to Success:
We close the episode with a bonus insight that shouldn't be overlooked – the critical role of training. Laurieemphasizes the need for continuous and varied training methods, both virtual and in-person, to keep your team at the forefront of industry best practices. Discover how companies like Quantum Five are disrupting the training landscape by prioritizing the human element.
Join us for an episode filled with actionable strategies, disruptive trends, and a vision for success in 2024. Laurie Halter's expertise and industry knowledge will leave you inspired and ready to take your dealership to new heights.
Listen to the episode featuring Laurie Halter for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Laurie Halter
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Aaron Watters is the President of OEM Interactive, a trailblazing digital marketing firm in the automotive space.
In this episode discover how OEM Interactive has become one of the fastest-growing companies in the U.S. and earned its place among the most admired.
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What we discuss in this episode:
In the fast-paced world of Fixed Ops, every minute counts. Ever wondered how a company like OEM Interactive has not only kept up but surged ahead, earning a spot among the most admired and fastest-growing firms in the U.S.? Join me, Ted Ings, as I unravel the secrets with Aaron Watters, the man behind the success, in this riveting episode of the Fixed Ops Roundtable.
- OEM Interactive Unveiled: Explore the background and journey of OEM Interactive, a full-service digital marketing firm that specializes in revolutionizing parts and accessories sales online.
- Challenges in Fixed Ops: Aaron sheds light on the challenges faced by parts departments, focusing on the quest for increased sales and the critical need for time efficiency.
- Introducing Parts Messenger Pro: Delve into the game-changing solution offered by OEM Interactive – Parts Messenger Pro. Discover how this innovative text-to-chat tool is transforming the user experience and boosting conversion rates.
- The Evolution of Parts Sales: Learn how the landscape of parts sales has transformed with the rise of eCommerce, and how OEM Interactive is at the forefront, guiding dealers through this shift.
- Efficiency in Fixed Ops: Aaron shares insights into time-saving techniques and tools, including a revolutionary standard operating procedure, that has made OEM Interactive exceptionally efficient in the e-commerce space.
Listen to the episode featuring Aaron Watters for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Aaron Watters
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David Farabaugh is the Vice President of Strategic Opportunities at Quantum5.
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What we discuss in this episode:
David Farabaugh, a seasoned professional with a passion for data and industry insights, shares his wealth of knowledge accumulated over a lifetime in the automotive business. As the VP of Strategic Opportunities at Quantum5, he brings a unique perspective to the challenges faced by dealerships today.
1. Fixing the 1 Million Retention Problem:
- Unveiling the staggering cost of employee turnover and its impact on dealership profit margins.
- The rich data repository at Quantum5 and how it transforms into actionable insights.
2. Hiring for Retention:
- Why the hiring process needs a slow, deliberate approach.
- The power of personality assessments and panel interviews in finding the right fit.
3. Communication:
- Adapting communication styles for the diverse workforce of today.
- The critical importance of intentional and frequent interactions for leadership presence.
4. Schedules and Compensation (DARE Model):
- The evolution of work schedules in attracting and retaining the Gen Z workforce.
- The success stories of dealerships adopting a four-day work week.
5. Onboarding and Career Planning:
- Unveiling the missing link in dealership processes: robust onboarding and career planning.
- The role of employee feedback through surveys and its impact on dealership culture.
Bonus Tip: NADA Workforce Study Participation:
- Why every dealership should participate in the annual NADA Workforce Study for invaluable insights.
- How this study can elevate your dealership's competitive edge and workforce strategies.
Join us in this eye-opening episode as we unravel the mysteries of employee retention, decode dealership success, and pave the way for a future where both employees and customers thrive.
For more information on Quantum5 and the groundbreaking work they're doing, visit quantum5.ai.
Listen to the episode featuring David Farabaugh for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David Farabaugh
Connect with Ted Ings and the Fixed Ops Roundtable:
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Barb Edson is the Executive Vice President and Chief Marketing Officer at CDK Global.
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What we discuss in this episode:
1. The Ascendance of Fixed Ops:
- Uncover the astonishing growth of fixed ops awareness over the past few years.
2. Consumer Experience in the Spotlight:
- Delve into why consumer experience has become the paramount focus for dealers.
- Barb shares CDK's research findings and how they are shaping the industry landscape.
3. Challenges Dealers Face Today:
- Explore the critical disconnect between what dealers focus on and what consumers demand.
- The glaring gap in transparent service pricing and its impact on consumer trust.
4. Digital Transformation in Fixed Ops:
- Understand the pivotal role of digital tools like video inspections, texting, and service scheduling.
- How CDK is partnering with dealers to drive business growth through unified workflows.
5. The Power of Transparency:
- Reflect on the evolution of transparency from sales to fixed operations.
- Why being transparent is a game-changer in retaining customers after the warranty period.
6. Navigating the Future with Digital Retailing:
- Barb shares insights on how digital retailing is reshaping fixed operations.
- The rise of connected car technology and its implications for dealers and consumers alike.
7. CDK's Commitment to Dealers:
- Uncover CDK's dedication to helping dealers navigate the digital transformation.
- From unified workflows to free access to cutting-edge technologies – a partnership for success.
Tune in as we unravel the complexities of fixed operations and gain actionable insights to propel your dealership into a new era of success. Get ready for an eye-opening conversation with Barb Edson, exclusively on this Episode. Stay tuned!
Listen to the episode featuring Barb Edson for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Barb Edson
Connect with Ted Ings and the Fixed Ops Roundtable:
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Kaylee Felio is the Sales and Marketing Manager at PartsEdge, Kaylee Felio is a trailblazer in the fixed ops world. With a passion for optimizing inventory processes, Kaylee has become a go-to resource for dealers and managers looking to revolutionize their approach to parts management.
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What we discuss in this episode:
The conversation covers the significant rise of parts in fixed ops, the shift in perspective towards recognizing parts as valuable assets, and the technological revolution in parts management. Kaylee discusses the efficiency, automation, and support provided by PartsEdge, along with the challenges and solutions in inventory control.
The episode also explores the onboarding process with PartsEdge, navigating DMS changes, and optimizing inventory for dealers. The discussion concludes with a glimpse into Kaylee's upcoming speaking engagement at NADA and exciting announcements from PartsEdge. Don't miss this insightful episode that delves into the transformative world of fixed operations and purposeful inventory management.
Listen to the episode featuring Kaylee Felio for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kaylee Felio
Connect with Ted Ings and the Fixed Ops Roundtable:
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Mike Rich is the VP of Marketing at Revolution Parts, a leading player in the automotive parts industry. With his expertise, Mike has helped dealerships simplify the shipping process and maximize profitability.
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What we discuss in this episode:In this episode of the Round Table, we explore the intricacies of shipping auto parts, discuss the meteoric rise of online parts sales, and how Revolution Parts is leading the charge in simplifying the process for dealers.
1. The Shipping Conundrum: Ted Ings and Mike Rich explore the complexities of shipping auto parts, from handling different sizes and weights to providing accurate shipping quotes to customers.
2. The Rise of Online Parts: Mike shares insights into the surging popularity of auto parts in the e-commerce landscape, especially since the onset of the COVID-19 pandemic.
3. Revolutionizing Shipping Rates: Learn how Revolution Parts has secured the best shipping rates for dealers, saving them up to 20% and making shipping a profit center.
4. The Game-Changer - Shipping Protection: Discover how Revolution Parts ensures that every package is 100% covered, protecting dealers from losses due to damaged, lost, or stolen shipments.
5. Local Delivery Excellence: Delve into the convenience of local delivery services, allowing dealers to get parts to their destination in under 30 minutes at an affordable cost.
6. Taking the Next Step: Mike provides insights on how dealers can get started with Revolution Parts and embark on their journey into online auto parts sales.
If you're a dealership looking to enhance your e-commerce game and improve your parts shipping, this episode is a must-listen. Don't miss out on the valuable insights and strategies shared by Mike Rich and Ted Ings!
Listen to the episode featuring Mike Rich for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mike Rich
Connect with Ted Ings and the Fixed Ops Roundtable:
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Patrick Reininger is the new CEO of Proactive Dealer Solutions and Brooke.ai. He is also an executive, in the global sales and business development field boasting an extensive 16 year track record. Throughout his career he has excelled in building teams specializing in SaaS, AI, Data and Tech platform sales and marketing. With 14 years of experience in management including budgeting, planning and full P&L responsibility Pat is widely acknowledged for leading teams. He is also renowned as a thought leader in Customer Experience Management, Owner Loyalty and Mobility as a Service (MaaS).
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What we discuss in this episode:
The Consistent Challenges in the Automotive Industry; Pat reflects on the challenges faced by the industry and emphasizes the need for adaptation to meet ever changing customer expectations.
The Evolving Landscape of the Auto Industry; We delve into the transformations taking place in the industry such as electric vehicles evolving customer demands and how AI is shaping its future.
The Significance of Customer Experience; Pat underscores that in todays auto industry providing a customer experience is what sets businesses apart from their competitors.
The Role of AI in the Future; Pat shares valuable insights, into how AI can revolutionize customer experiences and drive cost reduction when powered by data and expertise.
Brooke.ai Making an Impact; Pat discusses real life examples of how implementing AI through Brooke.ai has improved call handling efficiency and increased appointment bookings.
Embracing Change; The significance of keeping technology current and relevant in the changing landscape of AI.
Innovation and Collaboration; Pat shares the companys strategies, for staying in technology advancements through client advisory boards and product innovation.
The Synergy Between Technology and People; We delve into the strength of Proactive Dealer Solutions and Brook.ai combining business development expertise with cutting edge technology.
Staying Inspired in a Fast Paced Industry; Pat discusses his drive. How he finds inspiration from the people around him and the passionate professionals in the industry.
Why You Should Tune In to This Episode;
Are you curious about how AI's reshaping the customer experience in the industry? Do you want to gain insights from a professional who is leading the way, into this new era? Join us as we explore the potential of AI in automotive uncovering how technology and expertise are shaping customer service, business operations making it a must listen for anyone invested in the future of auto industry.
Listen to the episode featuring Patrick Reininger for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Patrick Reininger
Connect with Ted Ings and the Fixed Ops Roundtable:
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Stephen Hill, the Service Director at i-10 Toyota in Indio, California. Steve is a figure in the Fixed Ops community, and in this episode, we delve deep into his remarkable automotive journey and the ever-evolving industry.
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What we discuss in this episode:
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Mastering Automotive Management; Steve shares his path from working in the aftermarket to becoming a manager. He reveals how his background in psychology and public administration played a role in shaping i-10 Toyotas' achievements.
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Exploring i-10 Toyota; Get a look into the growth, geographic influence and exceptional team behind i-10 Toyota—a flourishing dealership operation located in Southern California.
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Nurturing Future Talent in the Auto Industry; Steve provides insights into the challenges and opportunities of attracting individuals to join the automotive sector. He emphasizes the significance of coaching and fostering a culture to facilitate growth.
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The Impact of Electric Vehicles (EVs) and Flat Rate Compensation; Steve discusses how electric vehicles are transforming the industry and explores payment structures that can help retain technicians.
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Cultivating a Distinctive Culture; Discover why it is essential to build a team with shared values and culture within a dealership—a driver of success.
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Expanding Into Non Mainstream Brands; Steve has announced the expansion plans for i-10 Toyota aiming to reach markets and cater to a range of customers by targeting off-brand service centers.
Get ready to dive into the future of vehicles, the increasing role of AI and the changing landscape of automotive technology. This episode offers insights that will pique your curiosity about the industry's future, electric vehicles and the impact of technology on service centers. Stephen Hill will guide us through this conversation as he shares his roadmap for success in an industry that is rapidly evolving.
Discover how to cultivate a culture effectively, manage growth and stay one step ahead of competitors. Whether you're an automobile enthusiast or simply interested in what lies for transportation, this episode is a must-listen.
Listen to the episode featuring Stephen Hill for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Stephen Hill
Connect with Ted Ings and the Fixed Ops Roundtable:
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Jim Sabino is the Fixed Operations Director at All American Ford, located in Paramus, Hackensack, New Jersey.
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What we discuss in this episode:
Why Mobile Service Matters:
As the automotive landscape evolves, mobile service takes center stage. In an engaging conversation with Jim Sabino, we explore why mobile service is not just a trend but a strategic move for customer satisfaction and business growth.
Behind the Scenes: The Mobile Service Blueprint:
Discover the hidden layers of success as Jim delves into the intricacies behind building a mobile service network. From capital investment to assembling the right team, Jim unveils the blueprint that makes mobile service a thriving venture.
Panel Insights: Ed Roberts, Mark Mickens, and More:
Jim reflects on the industry's trailblazers, giving due credit to visionaries like Ed Roberts and Mark Mickens. Learn how these pioneers are reshaping the automotive service space and setting new benchmarks.
The Road Ahead: Jim Sabino's Journey:
Embark on Jim's 38-year journey in the automotive industry, from his roots in a family dealership to becoming the Fixed Operations Director at All American Ford. His insights on learning from the past and adapting to change are both inspiring and invaluable.
Mobile Service: A Game-Changer for All American Ford:
Jim unveils All American Ford's strategic plans for mobile service expansion, offering a glimpse into the impactful role it plays in customer engagement, loyalty, and the overall success of the dealership.
The Mobile Service Advantage: Customer Convenience and Beyond:
Get a firsthand account of how mobile service is transforming customer experiences. Jim shares anecdotes and statistics that highlight the remarkable shift in customer perception and loyalty.
Mobile Service Workforce: Crafting a Future in Automotive:
Jim's call to action for individuals considering a career in the automotive industry is both compelling and timely. Discover why now is the perfect time to join a dynamic industry that values innovation, hard work, and continuous learning.
Looking Ahead: Insights for Peers and Dealerships:
As we approach the end of the year, Jim provides valuable advice to peers and fellow dealerships. From employee management to adapting to challenges, his wisdom sets the tone for a successful transition into 2024.
Join us as we wrap up an insightful conversation with Jim Sabino, where he shares his vision for the future. The journey to endless heights has just begun, and the automotive industry is in for transformative changes.
Engage with thought-provoking discussions on the mobile service revolution, gain insider perspectives from industry leaders, and discover why now is the time to embrace change.
Listen to the episode featuring Jim Sabino for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Guest Name
Connect with Ted Ings and the Fixed Ops Roundtable:
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Today we have a guest who is leading the way in transforming the automotive industry.
John Schulz is the Director of Special Finance & Executive Vice President at Streamline Auto Solutions by West Herr Automotive Group.
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What we discuss in this episode:
In this episode we will delve into the changing world of automotive financing discussing the challenges faced by dealerships and exploring the innovative solutions offered by Streamline.
Are you curious about whats happening in todays market? Are you interested in understanding the obstacles that dealerships encounter. How they cleverly navigate through them? Well get ready for a discussion! Throughout this episode John Schulz will share insights on topics including;
1.. Loan to Value; Discover why affordability and loan to value ratios are two factors that shape todays landscape of financing.
2. The Great Train Wreck; Gain knowledge about pitfalls that customers face when they end up buying vehicles they don't qualify for. Find out why Streamline was established to tackle this issue head on.
3. The West Herr Legacy; Explore the history and scale of West Herr Automotive Group – a network encompassing 39 dealerships with over 60,000 vehicle sales annually.
4. Streamlines Role; Understand why Streamline plays a role for dealerships involved in selling vehicles and how it simplifies complex financing scenarios.
Discover the benefits that Streamline Auto Solutions offers to dealerships and lenders resulting in increased conversion rates and enhanced profitability, for both parties involved.
Explore how efficient vehicle financing can have an impact on the fixed ops department leading to service quality and customer satisfaction.
By the conclusion of this episode you will gain an understanding of the challenges and opportunities within the industry as well as the innovative solutions provided by Streamline Auto Solutions. Prepare yourself to unravel the complexities of financing and optimize your dealership operations for success.
Join us for a conversation with John Schulz that will leave you with an appreciation for the intricate world of automotive financing. Don't miss out on this episode that promises to reshape your perspective, on the auto industry.
Listen to the episode featuring John Schulz for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Schulz
Connect with Ted Ings and the Fixed Ops Roundtable:
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Mike Boyd, a 25 year veteran of the industry and the founder of vAutos iRecon platform has experience running used car departments. Faced with challenges and inefficiencies, in his work he created the software solution vAuto’s iRecon to address these issues. Boyds passion for reconditioning and streamlining processes has led dealer groups across the United States to adopt his technology revolutionizing their inventory practices and helping them thrive in the age.
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In this episode we dive into the world of dealership reconditioning and its impact on the ever changing automotive landscape.
What we discuss in this episode:
Why is Consolidation Reshaping the Reconditioning Game?
Discover how industry consolidation has positively influenced reconditioning practices. Boyd sheds light on the importance of approaches among dealer groups, resource sharing. Ultimately driving higher profits. Learn how this consolidation allows dealerships to optimize expenses increase efficiency and adapt to market dynamics.
Decoding Reconditioning Strategies for Service Managers
Gain insights from Mike, on how service managers can approach reconditioning across dealership locations. Explore how traditional efficiency focused approaches are evolving in an era where dealerships are consolidating. Mike provides insights, on the planning that service managers should undertake to optimize resources and leverage data for an enhanced reconditioning process.
The Power of Group Perspective
Explore the spots that individual dealerships often overlook during the reconditioning process. Mike highlights the benefits of being part of a group, which allows dealers to learn from each others practices, foster growth and drive innovation. Gain an understanding of how a collective perspective can eliminate approaches and bring about needed change in the traditional mindset of the industry.
Communication Revolution; Tying it Back to the Car
Mike emphasizes the role of communication in reconditioning. Discover how advanced software solutions can connect all stakeholders remove obstacles and minimize disruptions.
Learn why effective communication is not about conveying messages but, about linking every piece of information to the vehicle itself ensuring that every action contributes to a comprehensive reconditioning strategy.
In this episode, we delved into the dynamic world of dealership reconditioning, exploring its impact on the evolving automotive landscape.
Listen to the episode featuring Mike Boyd for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mike Boyd
Connect with Ted Ings and the Fixed Ops Roundtable:
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Mark Mickens, the Director of Retail at ES3.
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What we discuss in this episode:
This episode is not just about the world of automotive fixed operations; it's a deep dive into the future, challenges, and innovations that are shaping the industry.
What We Discuss In This Episode:
Are you curious about the profound changes happening in the automotive world? Want to know how dealerships are staying ahead in the game? Wondering how the shortage of technicians is impacting the industry? If these questions have piqued your interest, then this episode is a must-listen.
1. A Shifting Landscape: The automotive industry is undergoing a transformation, and Mark Mickens provides invaluable insights into how dealerships are adapting to these changes. Discover the strategies and innovations that are keeping them ahead.
2. The Technician Conundrum: The shortage of skilled technicians is a problem affecting every corner of the industry. Mark delves into this challenge and explores how dealerships are attracting and retaining talent.
3. The Power of Convenience: Mobile service, express service, and pickup and delivery are becoming more than just perks; they're integral to the customer experience. Find out how dealerships are capitalizing on this convenience factor to stay competitive.
4. Ingenuity and Entrepreneurship: Mark shares stories of dealers overcoming obstacles with creativity and determination. Learn how they're solving problems unique to their locations, from limited parking to technician shortages.
5. The Uncertain Future: With the rise of electric vehicles and changing consumer preferences, there's a lot of uncertainty. Mark discusses how dealerships are navigating these uncharted waters and what it means for the future of the auto industry.
Why You Should Tune In:
The automotive world is evolving at an unprecedented pace, and Mark Mickens is at the forefront of these changes. Whether you're an industry insider or simply curious about the future of cars and service, this episode will give you a front-row seat to the innovations, challenges, and opportunities shaping the world of fixed operations.
So, join us in this engaging conversation and gain valuable insights that will elevate your understanding of the automotive industry. You won't want to miss out on the wisdom Mark has to offer, so hit that play button and prepare to be captivated!
Listen to the episode featuring Mark Mickens for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mark Mickens
Connect with Ted Ings and the Fixed Ops Roundtable:
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Jeremy Stephens is the Fixed Operations Director at the Hiester Automotive Group in North Carolina
He started his career as a technician to the role he now currently has. But that's not all; he's also a certified leadership coach under the tutelage of the renowned John Maxwell.
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What we discuss in this episode:
Have you ever wondered why Fixed Operations in the automotive industry are gaining so much attention? Ted Ings sits down with Jeremy Stephens to explore this intriguing shift.
In this episode, Jeremy discusses the growing prominence of Fixed Operations in the automotive industry. With keen insights, he sheds light on how this sector is becoming the backbone of dealerships, offering unique opportunities for innovation and growth.
From Gas Station Attendant to Leadership Coach
Jeremy's journey from a gas station attendant to a leadership coach is nothing short of inspiring. Find out how he turned an ordinary start into an extraordinary career.
Jeremy takes us on a trip down memory lane, recalling his humble beginnings at a gas station in North Carolina. Learn how his first automotive job and early experiences shaped his path towards leadership.
Unlocking the Secrets of Leadership
Discover the transformative power of leadership education as Jeremy shares how John Maxwell's teachings reshaped his leadership philosophy.
Jeremy shares a pivotal moment in his career when he stumbled upon John Maxwell's leadership content. Explore how this discovery ignited his passion for leadership and led him to become a certified John Maxwell coach.
Jeremy's Approach to Personal Growth
What drives Jeremy Stephens to keep reaching for new heights? Join us as we delve into Jeremy's relentless pursuit of self-improvement.
Jeremy shares his secrets for avoiding professional plateauing. Learn why personal growth is at the core of his leadership style, and how his commitment to self-improvement benefits both him and his team.
Episode Highlights:
- Why is Fixed Operations gaining prominence in the automotive industry, and what opportunities does it present?
- How did Jeremy Stephens transition from a gas station attendant to a leadership coach, and what lessons can you glean from his journey?
- What is the transformative power of leadership education, and how did John Maxwell's teachings impact Jeremy's leadership philosophy?
- Why is continuous personal growth the key to avoiding professional plateauing, and how does it benefit both leaders and their teams?
- What actionable advice does Jeremy have for leaders in the automotive industry as they navigate the second half of 2023?
Listen to the episode featuring Jeremy Stephens for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jeremy Stephens
Connect with Ted Ings and the Fixed Ops Roundtable:
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Shon Kingrey is the Vice President of Kayser Automotive Group.
In this episode we delve into the dynamic world of fixed operations, sharing insights, experiences, and the exciting changes happening in the automotive industry.
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What we discuss in this episode:
"Adapting to New Challenges"
As Shon shares his transition to Kaiser Automotive Group and managing eight different stores, find out how he navigates the unique challenges posed by varying leadership styles and processes.
"The Power of Processes"
Explore the significance of implementing effective processes, like X Time and Traver, and the resistance that sometimes accompanies change. Learn how these tools revolutionize dealership operations.
"Sustaining a Seasonal Workforce"
Discover the strategies Shon employs to manage a seasoned workforce with maxed-out vacation time during the summer season in Wisconsin. Learn the importance of balancing workforce needs and employee satisfaction.
"2023: The Year of Fixed Operations"
Gain valuable insights into the challenges and opportunities awaiting the automotive industry in 2023. Shon Kingrey emphasizes the importance of retention, adaptability, and financial transparency in the year ahead.
Find out how Shon Kingrey experiences and insights can inspire your own journey, and uncover the keys to success in an ever-evolving industry. Don't miss this opportunity to gain a deeper understanding of the automotive world and discover how to thrive in the year ahead.
Listen to the episode featuring Shon Kingrey for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Shon Kingrey
Connect with Ted Ings and the Fixed Ops Roundtable:
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Adam Arens is the CEO and President of the Patriot Automotive Group in New England.
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What we discuss in this episode:
In this episode, we dive deep into the world of automotive service, retail culture, and empowering dealership teams to meet evolving customer demands.
The Importance of Empowering Your Team
Explore how empowering dealership teams can bridge the gap between front-end and back-end experiences, ultimately enhancing customer satisfaction.
Adapting to Changing Customer Expectations
Understand the challenges dealerships face in the era of online shopping and how Adam Aarons emphasizes the importance of asking customers what they truly want.
The Art of Personalized Service
Delve into the strategies for providing uniquely tailored services, building stronger customer relationships, and creating a hassle-free experience.
Mobile Service: The Future of Convenience
Discover the potential of mobile service and how it can add value to the customer experience, offering a level of convenience that can set your dealership apart.
Nurturing Talent: Building a Skilled Workforce
Learn about innovative strategies for attracting and retaining talent in the automotive industry, and why growing your own technicians is crucial for long-term success.
Making Your Dealership the Best Place to Work
Explore the impact of creating a positive work environment and its direct correlation with reduced turnover and business growth.
How Will This Episode Captivate You?
Are you curious about the future of automotive service? Wondering how dealerships can empower their teams and enhance the customer experience? Eager to uncover innovative strategies for talent retention and growth in the automotive industry? This episode holds the answers you seek. Join us for an enlightening conversation that will transform your perspective on the automotive service landscape.
Listen to the episode featuring Adam Arens for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Adam Arens
Connect with Ted Ings and the Fixed Ops Roundtable:
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Brian Kramer is the Executive Vice President at cars.com and General Manager at Accu-Trade, a true trailblazer in the automotive industry.
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What we discuss in this episode:
In this episode, we delve into the heart of Brian's expertise as he shares his groundbreaking insights on how dealerships can harness the power of Accu-Trade to triple their appraisal opportunities, streamline processes, and boost profitability.
Episode Highlights:
1. Unveiling the Power of Accu Trade
Brian takes us on a journey into the heart of Accu Trade's revolutionary impact. He highlights how this cutting-edge solution is enabling dealerships to appraise vehicles virtually anywhere, eliminating the need for traditional, time-consuming appraisal methods. Get ready to challenge your perception of what's possible in the automotive world.
2. Shifting Paradigms in Acquisition
Brian and Ted explore the fascinating biases and paradigms that have shaped dealership operations. From why dealers are willing to pay more for auction vehicles to the myths surrounding service drive acquisitions, you'll discover the mindset shifts that can exponentially enhance your dealership's success.
3. The Art of Empowerment
Through real-world examples and anecdotes, Brian uncovers the value of empowering dealership teams to embrace technology and optimize processes. Learn how dealerships like Peter Buller Toyota are appraising thousands of cars a month and reaping the rewards of higher margins and streamlined reconditioning processes.
4. Embracing Trust and Transparency
The conversation pivots to the core values that drive success in the industry. Brian shares his enlightening experience with Ed Roberts' dealership and how trust is the glue that binds successful dealership operations. Discover the simple yet powerful concept that can transform your dealership's culture and results.
5. Navigating the Road Ahead
As the automotive industry undergoes changes, Brian provides expert advice on how dealerships can adapt and thrive. Prepare for tighter market conditions by embracing efficiency, data-driven decisions, and the power of Accu-Trade's insights.
How Will This Episode Captivate You?
Are you ready to unlock the secrets of car valuations in the modern automotive industry? Join Ted Ings and Brian Kramer as they demystify the world of virtual appraisals, unveil the myths of service drive acquisition, and explore the future of vehicle acquisition. Learn how trust, data, and efficiency can revolutionize your dealership's success. This episode will captivate you with eye-opening insights and real-world examples, guiding you through the changing landscape of automotive retail.
Listen to the episode featuring Brian Kramer for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brian Kramer
Connect with Ted Ings and the Fixed Ops Roundtable:
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Les Silver is the Executive Chairman of Dynatron Software, and Marcus Amen from Bailey.
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What we discuss in this episode:
In this episode, Ted sits down with this two industry giants Les Silver and Marcus Amen to explore the fascinating realm of technician productivity. The conversation delves into the challenges dealers face in balancing demand and capacity, and how leveraging technology can be the key to unlocking new levels of efficiency.
Episode Highlights:
1. The Crux of the Matter
Les Silver and Marcus Amen tackle the central question: how can dealers maximize technician productivity while ensuring quality work and customer satisfaction? The duo emphasizes the importance of turning hours into revenue and reveals the critical role capacity plays in the equation.
2. Identifying and Solving Capacity Issues
Marcus Amen discusses how dealerships can identify and tackle capacity problems. Is your shop scheduling enough work? Are technicians being efficient? Marcus shares practical insights.
3. The Role of Technology in Efficiency
Both Les and Marcus emphasize the pivotal role technology plays in improving efficiency. They discuss innovative solutions that provide real-time data on technician performance, enabling informed decision-making and performance improvement.
4. Bridging Generational Gaps
Les and Marcus agree on the need to make the auto repair industry attractive to the younger generation. Discover how technology can align with their expectations and why it's essential for the industry's future.
5. Monitoring Performance and Continuous Improvement
Our experts share strategies for monitoring performance and identifying areas for improvement. They stress the importance of measuring data in real-time and making incremental changes to boost productivity.
6. The Technician's Perspective:
Marcus dives deep into the technician's world, highlighting the challenges they face and the need for efficient processes. He explores how transparent communication and streamlined workflows contribute to a technician's performance and satisfaction.
In this episode, you'll find answers to thought-provoking questions like:
- Why is technician productivity essential for your dealership's success?
- What can you do to maximize your technicians' capacity without overloading them?
- How can technology transform the way you manage your shop's workflow and efficiency?
- What steps can you take to attract and retain the next generation of skilled technicians?
- Why is transparency the key to addressing productivity and capacity issues?
Join us as we explore these critical topics and gain insights from industry leaders Les Silver and Marcus Amen.
Listen to the episode featuring Les Silver and Marcus Aman for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Les Silver and Marcus Aman
Connect with Ted Ings and the Fixed Ops Roundtable:
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Leonard Bellavia is a Founder and senior partner at Bellavia Blatt PC Dealer Law.
He is a nationally recognized authority in the field of automotive franchise law who spent his life in the automobile business, as his family once owned one of the largest dealer groups in the New York area. Mr. Bellavia represents thousands of automobile dealerships across the country in all aspects of practice areas, and has been instrumental in negotiating the sales of hundreds of dealerships.
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What we discuss in this episode:
In this episode, Leonard dives deep into the state of the automotive retail industry, shedding light on the crucial issues that dealerships are facing in the ever-evolving landscape.
The Crossroads of the Industry: Leonard Bellavia introduces the concept of being at a critical crossroads in the automotive retail industry, where dealerships must proactively protect their franchise system's integrity. He explores why dealers need to take action now and highlights the significance of dealer associations uniting to safeguard dealer protections.
Manufacturers' Strategies and Responses: Leonard discusses the tactics manufacturers use to test the waters in the industry, such as direct sales and new product introductions. He explains how dealers' responses, or lack thereof, set the tone for manufacturers' actions and emphasizes the need for dealers to stand up and protect their interests.
Over-the-Air Updates and Consumer Impact: The conversation shifts to the potentially harmful effects of over-the-air updates on dealerships' fixed operations departments. Leonard breaks down the revenue implications and argues that these updates are detrimental to consumers, emphasizing dealers' role as advocates for consumer choice and competition.
Retail Warranty Reimbursement: Leonard delves into the complex world of retail warranty reimbursement, stressing the importance of understanding and properly utilizing state statutes to secure fair compensation for dealerships. He shares insights into the pitfalls dealers should avoid and explains why seeking professional legal assistance is vital for maximizing reimbursement.
Protecting Consumers Through Legal Standing: Leonard addresses the challenge of dealers having legal standing to challenge manufacturers' actions. He discusses how state associations are working to obtain legal standing on behalf of dealers, enabling them to take legal action without fear of repercussions and ensuring consumer protection.
This episode tackles critical issues affecting dealerships' bottom line, consumer rights, and the very essence of the franchise system. You'll be captivated by the insights shared by Leonard Bellavia, a veteran in the field, as he unveils the complexities, challenges, and opportunities that dealers face.
Listen to the episode featuring Leonard Bellavia for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Leonard Bellavia
Connect with Ted Ings and the Fixed Ops Roundtable:
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In this episode of the podcast, Ted Ings sits down with Robert Migliaccio, an exceptional leader at Carter Myers Automotive, who has revolutionized the company's approach to employee growth and development, to discuss the company's remarkable success and their unique approach to employee growth and development.
Robert shares his journey from the beginning, how he strategically leveraged social media, and his pivotal role in fostering a culture of ownership among employees.
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What we discuss in this episode:
Discover the secrets behind CMA's rise to success and how they've managed to maintain their reputation as a customer-centric, employee-driven automotive powerhouse for nearly a century.
- Discover the secrets behind Carter Myers Automotive's incredible growth and success.
- Learn how social media played a pivotal role in transforming the dealership's reach and reputation.
- Understand the unique employee growth initiatives that set Carter Myers Automotive apart.
- Gain insights into the power of mentorship and accountability in personal and professional development.
- Be inspired by Robert's personal journey of transformation and how it influenced his professional success.
How Will This Episode Captivate You?
Witness a dealership that's breaking the traditional stereotype? Discover how Carter Myers Automotive is changing the game and rewriting the rules of the automotive industry.
Learn about Robert Migs' personal transformation and how he took charge of his own growth journey, inspiring others to do the same.
Find out how CMA's unique training strategies and mentorship programs are shaping a culture of continuous growth and empowerment.
Uncover the power of social media in building brand reputation and fostering customer connections that extend beyond borders.
Gain valuable insights into leadership development and how it drives success at every level of the organization.
Are you curious about what sets Carter Myers Automotive apart from other dealerships? Wondering how social media can transform a business's online presence? Eager to learn the secrets of building a company culture that empowers growth and thrives on employee ownership?
Tune in to this episode to be inspired by the incredible journey of Robert Migliaccio and Carter Myers Automotive. Discover how they're breaking barriers, fostering personal growth, and creating an all-inclusive dealership experience like no other, from empowering employee growth to building a supportive family away from home.
Listen to the episode featuring Robert Migliaccio for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Robert Migliaccio
Connect with Ted Ings and the Fixed Ops Roundtable:
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Damon is the Service Manager at Sherwood Ford in Sherwood Park Alberta Canada. He oversees the day to day operations of Western Canada’s largest Ford store known as the Service Fixer. Damon has pushed the boundaries of what is capable in an automotive service department.
In this episode we dive into uncharted waters with our guest who is also visionary in the automotive repair industry and a true advocate of Blue Ocean Strategy. In this episode, we explore the concept of Blue Ocean Strategy and how it can revolutionize the way dealerships and repair shops approach their markets.
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What we discuss in this episode:
What is Blue Ocean Strategy and Why is it Important?
In this section, we explore the fundamentals of Blue Ocean Strategy, a groundbreaking concept developed by business strategy experts. Instead of competing for market share in a saturated, "red ocean" with cutthroat competition, Damon explains how dealerships and repair shops can seek out untapped markets, the "blue ocean," where they can dominate and thrive.
Challenges and Opportunities in Embracing The Blue Ocean Strategy
Discover how Damon and his team navigated obstacles unique to the Canadian market, including colder climates and the scarcity of charging infrastructure for electric vehicles (EVs). Despite these challenges, they embraced EVs as the new frontier and found inventive ways to excel in this space.
Unlocking New Revenue Streams through Blue Ocean Strategy
Damon shares valuable insights on the importance of exploring new revenue streams beyond traditional offerings. Ideas like subscription services, bundled packages for EV owners, and extended warranties on repairs present exciting opportunities for dealerships and repair shops to thrive in the ever-changing automotive landscape.
Embrace Change and Forge Ahead
Damon also emphasizes the need to let go of old ways and embrace change in the automotive industry. With the rapid advancements and shifting consumer preferences, being adaptable and open to new ideas is crucial for long-term success.
Why Should You Listen?
Are you ready to dive into uncharted waters and discover the untapped potential of Blue Ocean Strategy in the automotive repair industry? This episode will challenge your perspective, spark your creativity, and inspire you to think beyond the conventional boundaries. Learn from real-life success stories and explore how embracing innovation can set your dealership or repair shop on a path to dominance in your market.
Listen to the episode featuring Damon Egan for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Damon Egan
Connect with Ted Ings and the Fixed Ops Roundtable:
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Mike Rich is the Vice President of Marketing at RevolutionParts.
In this episode we delve into a revolutionary new tool released by RevolutionParts that tackles the age-old problem of obsolescence in the automotive industry.
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What we discuss in this episode:
The Obsolescence Challenge
About 25% of dealers struggle with obsolete parts accumulating in their inventory, leading to wasted space and financial losses. But is there a way to turn this problem into an opportunity?
Introducing the Obsolescence Tool
Mike Rich introduces the game-changing "Obsolescence Buster" tool, an ingenious dynamic pricing tool designed to address the obsolescence issue head-on. He elaborates on how RevolutionParts integrates with dealers' DMS inventory, automating the process of identifying and tagging obsolete parts based on specific rules set by the dealer and offers custom pricing on obsolete parts, making them more attractive to potential buyers.
The Path to Revolution
Mike reveals the backstory behind the development of the tool. He shares how dealers have been manually tackling the obsolescence problem for years and explains RevolutionParts vision to automate and optimize the process to help dealers gain more from their obsolete parts. Learn how RevolutionParts developed this innovative solution over time, refining their strategies to empower dealers and streamline their processes. The tool ensures real-time management of obsolescence, preventing a backlog of unwanted parts and making obsolete inventory a thing of the past.
Unlocking the Power of eBay
Mike explains how the platform's eBay integration opens up new avenues for dealers to reach actively engaged buyers looking for hard-to-find parts. He shares the success stories of dealers who have seen significant growth in sales after partnering with RevolutionParts. The integration with eBay opens up a vast network of active buyers, enhancing the chances of selling obsolete parts at premium prices.
Beyond eBay: Expanding Opportunities
Mike highlights that RevolutionParts goes beyond eBay, providing additional platforms to help dealers sell their obsolete parts effectively. He discusses plans for an obsolete parts marketplace and how dealers can reach out to wholesale buyers through B2B channels, expanding their reach and revenue potential.
Join Ted and Mike as they unravel the secrets of RevolutionParts' Obsolescence Tool and explore how dealers can transform their obsolete parts inventory into a lucrative opportunity. Say goodbye to the obsolescence dilemma and embrace a revolutionary way to sell parts in the digital age.
Get ready to embrace the digital revolution in parts sales!
Listen to the episode featuring Mike Rich for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mike Rich
Connect with Ted Ings and the Fixed Ops Roundtable:
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- Center for Performance Improvement
Eric Foster is the president of DealerVantage, a cutting-edge technology company transforming the automotive retail industry.
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What we discuss in this episode:
In this episode, they explore the origins of DealerVantage, its mission to provide data-driven customer insights to empower fixed ops leaders, and how their innovative solutions enable dealerships to excel in customer service and drive more customer pay work.
But it doesn't stop there. Ted and Eric discuss the unique selling proposition of DealerVantage, its ability to uncover all the vehicles registered at a customer's address, and the practical applications of this information for dealerships. Whether it's engaging customers in the service lane or targeting marketing campaigns, DealerVantage streamlines operations, increases profitability, and enhances the overall customer experience.
What sets DealerVantage apart from the competition? It's their commitment to simplicity. With easy integration into dealership management systems (DMS) and a user-friendly interface, getting started with DealerVantage is just a few clicks away. The best part? The first few months are commitment-free, allowing dealerships to experience the value firsthand before making a decision.
Discover how DealerVantage contributes to solving common industry challenges, such as inventory shortages, technician shortages, and evolving customer expectations. By providing actionable insights, DealerVantage empowers dealerships to thrive in the face of these trends, leveraging personalized experiences, driving customer pay work, and enhancing overall profitability.
This episode will captivate you with thought-provoking questions: How can dealerships tap into hidden opportunities within their customers' households? How can they leverage customer insights to drive marketing campaigns and source quality used inventory? How can DealerVantage streamline operations and create a seamless experience for customers?
Don't miss out on the opportunity to gain an unfair advantage in the automotive industry. Tune in to this episode with Eric Foster, president of DealerVantage, and discover how their innovative technology is revolutionizing the way dealerships operate and succeed.
Listen to the episode featuring Eric Foster for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Eric Foster
Connect with Ted Ings and the Fixed Ops Roundtable:
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Skyler Chadwick is the Director of Product Consulting at Cox Automotive, Xtime.
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What we discuss in this episode:
In this episode they dive into the changing landscape of the automotive industry, with a particular focus on fixed operations. Skyler shares valuable insights from his conversations with dealerships and highlights the shift in priorities from variable to fixed ops.
Discover the why and how behind this strategic shift as Skyler delves into the importance of fixed operations for dealerships' growth and customer retention. With a fascinating look at the opportunities within fixed operations, Skyler emphasizes the need for dealerships to adapt and optimize their service departments to thrive in the evolving market.
But what sets high-performing dealerships apart from the rest? Skyler reveals the key drivers of success and shares data from Cox Automotive's research on forward-thinking dealerships. Find out how these dealerships achieve impressive profit gains and increased efficiency by implementing advanced tactics and embracing transparency, optimization, and integration.
Prepare to be intrigued as Ted and Skyler explore the evolution of service experiences. From transparency becoming a central focus to the rise of personalization and customer control, they discuss the importance of meeting consumer demands and enhancing the overall dealership experience. Discover the impact of innovative communication options like video chat and online payment, which provide convenience, trust, and transparency to customers.
As the conversation unfolds, Skyler reveals the future of service on the retail side. Gain insights into upcoming trends such as time slot marketing, mobile check-ins, and integrated ride share bookings. Moreover, understand how automation and integrations can streamline service departments, creating a smoother operation and enhancing the technician and advisor experiences.
Join Ted Ings and Skyler Chadwick in this thought-provoking episode as they unravel the future of fixed operations and unveil the keys to dealership success through transparency, personalization, and customer-centric strategies. Don't miss this opportunity to gain valuable insights and discover how your dealership can thrive in the ever-evolving automotive industry.
Listen to the episode featuring Skyler Chadwick for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Skyler Chadwick
Connect with Ted Ings and the Fixed Ops Roundtable:
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Edna Pham is an Automotive Technician at Cavender Auto Group. With over 5 years of experience in the field. Edna has honed her expertise in various automotive systems, including charging, electrical, body, brakes, chassis, engine, differential, HVAC, and suspension. She holds a Section 609 certificate in HVAC repairs and is certified in safety and emissions.
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What we discuss in this episode:
- Edna's path to becoming an automotive technician
- The challenges faced by women in the industry and how to overcome them
- The supportive environment at Cavender Auto Group
- Edna's advice for young women pursuing a career in automotive
- The significance of perseverance, self-reliance, and continuous learning
In this episode host Kara Delaine sits down with Edna Pham, an automotive technician at Cavender Auto Group. Edna shares her inspiring journey of how she entered the field and discusses the challenges and triumphs of being a female technician in a male-dominated industry.
Join Kara as she delves into Edna's story, exploring her passion for cars and her determination to succeed. Edna reveals how her interest in automotive technology sparked during high school and led her to pursue a degree in the field. Despite being one of the few females in her college classes, Edna remained undeterred, working hard to establish herself as a competent technician.
Throughout the conversation, Edna opens up about the obstacles she has faced and offers valuable advice to young women considering a career in the automotive industry. She emphasizes the importance of perseverance, self-reliance, and the willingness to continuously learn and improve.
Discover how Edna's experiences and insights challenge stereotypes and encourage others to pursue their dreams fearlessly. Her story showcases the supportive environment at Cavender Auto Group and the dedication of her colleagues. Together, they form a unified team, breaking barriers and building a stronger automotive community.
How Will This Episode Captivate You?
In this captivating episode, you'll witness the inspiring journey of Edna Pham, a female automotive technician who defies stereotypes and excels in her field. Edna's story highlights the importance of pursuing one's passion and embracing challenges head-on. Whether you're a car enthusiast, a young person considering a career in the automotive industry, or simply interested in personal triumphs, this episode will captivate you with its authenticity and encourage you to embrace your own aspirations.
Join us for an empowering conversation that will leave you inspired and motivated to pursue your dreams, no matter the obstacles. Edna's story reminds us that breaking barriers is possible and that passion and dedication can lead to a rewarding and fulfilling career.
Listen to the episode featuring Edna Pham for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Edna Pham
Connect with Ted Ings and the Fixed Ops Roundtable:
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Chris Saraceno is a business executive, real estate investor, speaker and leader who has, over the past 38 years, discovered what surrounding yourself with the happy and prosperous people, coupled with hard work, can bring over a lifetime.
Chris has been a featured speaker at numerous conventions and has published hundreds of articles both online and in business magazines. While he speaks on a wide range of topics, the goal of all this activity is the same: to support people in achieving their potential and live their best life.
In this episode of Ted Ings Podcast, Kara Delaine interviews special guest Chris Saraceno, author of the bestselling book "The Theory of Five" and representative of Kelly Automotive Group.
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What we discuss in this episode:The Theory of 5 is a lifetime process; it only stops on the day we die. The Theory, which can be used by anyone at any stage of life, is based on selecting mentors in the five most significant areas of a person's life - spirituality, marriage, parenting, business and finance, and health. These men and women will guide and support us towards fulfilling our ultimate potential in each area.
Throughout the conversation, Chris explains how the Theory of Five can be applied not only to personal life but also to professional settings like dealerships. By implementing this philosophy, employees experience a positive transformation that leads to increased productivity and a happier work environment.
The episode also delves into the different options for learning the Theory of Five, including a live masterclass and a self-led masterclass. Listeners are encouraged to explore these opportunities to enhance their own lives and relationships.
The interview concludes with an exploration of the powerful influence of the people we surround ourselves with. Chris emphasizes the importance of seeking out individuals who inspire greatness in various aspects of life, encouraging listeners to ask positive presuppose questions that lead to growth and fulfillment.
How Will This Episode Captivate You?
Are you searching for ways to improve your life and achieve a state of happiness and prosperity? In this episode, Chris Saraceno shares his transformative philosophy, the Theory of Five, which provides a roadmap to unlocking your best life. Through engaging anecdotes and practical advice, Chris reveals how surrounding yourself with the right people and asking empowering questions can lead to profound personal and professional growth. Discover the secrets to creating a positive, vibrant atmosphere in your own life, and gain valuable insights on how to thrive in spirituality, relationships, parenting, business and finance, and health and fitness. Tune in to this captivating episode and start your journey towards a life of fulfillment and success.
Listen to the episode featuring Chris Saraceno for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Chris Saraceno
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Jim Roche is the founder and the executive chairman of WarrCloud - a SaaS business which delivers a new and totally unique AI-enabled service to the retail automotive vertical, automating the auto dealer’s administration of warranty claims.
In this episode we discuss the exciting and transformative changes happening in the warranty processing industry. Jim shares insights into how technology is disrupting the traditional manual processes and driving significant growth in warranty revenue.
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What we discuss in this episode:
With the normalization of vehicle sales profitability and the rise of electric vehicles, warranty processing is taking center stage. Jim shares insights on how the pendulum is swinging back to service as the majority profit driver in the automotive industry. He highlights the challenges and opportunities in the customer pay environment, with the rise of electric vehicles and the need for warranty revenue improvement. Jim also emphasizes the critical role of compliance and the impact of state franchise tax laws on warranty reimbursement rates. He introduces the concept of warranty claims processing automation and explains how it can streamline the entire claims submission process, improve efficiencies, and enhance the guest experience.
Jim reveals that warranty is expected to be the most likely driver of revenue improvement going forward, with projected growth of nearly 20% through 2026. The increase in new vehicle sales and the higher warranty costs associated with electric vehicles contribute to this significant growth opportunity.
However, the traditional manual and inefficient warranty claims processing is becoming a challenge. Jim highlights the decline of W2 employees handling warranty at dealerships, with younger generations showing little interest in the role. Furthermore, OEM compliance requirements are becoming stricter, and state franchise tax laws are shifting, impacting warranty reimbursement rates.
To address these challenges, Jim emphasizes the need for technology-driven solutions. He introduces WarrCloud's warranty claims automation platform, explaining how it automates the entire claims submission process. This automation streamlines operations, saves time, and increases efficiency, allowing dealership personnel to focus more on enhancing the guest experience.
Why should you listen to this episode?
Jim Roche sheds light on the disruptive forces at play and highlights the immense growth opportunities available in the warranty sector. The discussion emphasizes the need for technology-driven solutions and showcases the transformative power of automation in streamlining operations and improving the guest experience.
Listen to the episode featuring Jim Roche for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jim Roche
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Tim Hardin is the global senior Vice President of Epicor, a renowned name in the industry.
Tim provides valuable insights into Epicor's 50-year journey, highlighting their extensive experience in market intelligence, manufacturing, distribution, and retail solutions.
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What we discuss in this episode:
We discuss Epicor's long history and its role in providing market intelligence, manufacturing, distribution, and retail solutions for various verticals, with a focus on automotive. Tim explains how Epicor pioneered the digital transformation of parts catalogs in the '80s, enabling easier access to information for businesses. As vehicles age and the demand for servicing increases, Epicor is pivoting towards the franchise dealer space, driven by market demand.
Tim highlights the importance of information and data in servicing vehicles efficiently and ensuring parts availability. Epicor aims to have any part available for any vehicle within 30 minutes, using their electronic parts catalog and AI tools for preventative and predictive maintenance. By streamlining the process, dealers can focus on customer pay and enhance the customer experience.
With disruption in the supply chain, parts availability has become crucial. Epicor's extensive parts catalog and global supplier network enable dealers to identify gaps and optimize inventory. Tim emphasizes the need for dealers to invest in the broader market and leverage technology to simplify parts acquisition and improve profitability. As vehicles age and customers hold onto them longer, dealers can capitalize on the opportunity to own the customer experience beyond new vehicle sales.
Why should you listen to this episode?
- Discover how Epicor revolutionized the automotive industry by digitizing parts catalogs in the '80s, making information more accessible and improving operational efficiency.
- Learn how Epicor's extensive data and AI tools enable dealers to optimize parts availability and streamline servicing processes.
- Understand the current market trends, such as customers holding onto their vehicles longer and the impact on dealership fixed operations.
- Gain insights into the benefits of investing in the broader market and leveraging technology to enhance the customer experience and drive profitability.
- Find out how Epicor's solutions can help dealers navigate supply chain disruptions, improve parts acquisition, and maintain customer loyalty.
Tim Hardin's extensive knowledge and industry insights will intrigue listeners as they explore the challenges and opportunities dealers face in an ever-changing market. The discussion around leveraging technology, data, and customer-centric approaches will leave you eager to learn how Epicor's solutions can revolutionize your dealership.
Listen to the episode featuring Tim Hardin for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Tim Hardin
Connect with Ted Ings and the Fixed Ops Roundtable:
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In this episode Ted Ings welcomes panelists Ed Roberts, Mark Mickens, and Kara Delaine to discuss the paradigm shift in automotive servicing and the rise of mobile service trucks. Discover how convenience and customer-centricity are driving the industry forward, and why dealerships must adapt to meet customers on their terms.
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What we discuss in this episode:
Ed Roberts shares his perspective on the growing customer desire for convenience. He emphasizes the importance of shifting the mindset from "I can't" to "I can" in order to provide customers with the convenience they seek. By increasing shop capacity, reducing loan car fleets, and embracing mobile service, dealerships can cater to customer preferences and prepare for the future, including the rise of electric vehicles (EVs).
Mark Mickens chimes in, highlighting the impact of the pandemic on customer thinking. He mentions how independent repair companies are already capitalizing on the trend and providing services directly to customers at their homes. Mark shares an interesting anecdote about his neighbor, who owns three Teslas and has never visited a dealership for servicing. Instead, a mobile service team comes to his home, reinforcing the growing shift towards convenience and mobile solutions.
Ed explains the importance of preparing for the influx of EVs on the market and capturing 100% of the service business. He emphasizes the need for dealerships to adapt and offer mobile tire truck services, as EV owners are accustomed to having their vehicles serviced at their location. By doing so, dealerships can outshine the aftermarket competition that is ill-equipped to handle EV servicing.
Episode Highlights:
Missed Appointments and the Need for Convenience: We highlight the value of reaching out to customers who miss appointments and offering mobile service as an alternative.
The Loyalty of Mobile Service Customers: Once customers experience the ease and efficiency of mobile service, they won't want to go back. The convenience and speed of mobile service foster customer loyalty, making it a game-changer for dealerships.
Connected Services: Predictive Diagnosis and Customer Experience: Connected vehicle data allows dealerships to proactively reach out to customers regarding vehicle issues. The ability to analyze the data and offer solutions, such as dispatching a mobile service truck to diagnose and resolve the problem, significantly enhances the customer experience.
Convenience as a Closing Process and Differentiator: The need for dealerships to communicate the convenience and added value of mobile service during the sales process. By highlighting the time-saving and customer-centric aspects, dealerships can set themselves apart from competitors.
Listen to the episode featuring Ed Roberts, Mark Mickens, and Kara Delaine for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ed Roberts, Mark Mickens, and Kara Delaine.
Connect with Ted Ings and the Fixed Ops Roundtable:
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Sarah Caballero is an accomplished technician from the Cavender Auto Group in San Antonio.
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What we discuss in this episode:
In this episode host Kara Delaine sits down with Sarah who shares her experiences and insights, shedding light on what it's like to be a woman in a male-dominated industry. From her humble beginnings as a young girl who knew nothing about vehicles to becoming a skilled technician, Sarah's journey is both inspiring and relatable.
Throughout their conversation, Kara and Sarah delve into various aspects of Sarah's career, highlighting the challenges she has faced and the rewards she has reaped. Sarah's passion for working with her hands and solving complex problems shines through as she recounts memorable moments in the shop. From unexpected issues like a stray piece of paper causing a loud noise in a brand-new truck to navigating the dynamic world of electric vehicles, Sarah's expertise and adaptability are truly commendable.
One of the most fascinating aspects of Sarah's story is the close-knit community she has found at Cavender Auto Group. Despite being one of the few women technicians in the shop, Sarah emphasizes the positive impact of her supportive colleagues and managers. Their willingness to share knowledge and lend a helping hand has fostered an environment where Sarah can thrive and continuously improve her skills.
In this episode, listeners will gain valuable insights into the automotive industry and the possibilities it holds for women. Sarah's advice for aspiring female technicians is empowering, encouraging them to overcome any preconceived notions or doubts they may have. She emphasizes the importance of taking the leap, seeking out mentors, and building a strong support system.
How Will This Episode Captivate You?
- Insight into the Life of a Technician: Discover the day-to-day experiences of a skilled technician and gain a deeper understanding of the challenges they face and the rewards they enjoy.
- Breaking Barriers: Learn about Sarah's journey as a woman in a male-dominated industry, the support she has received, and the opportunities available for women in automotive.
- Unveiling the Unexpected: Delve into fascinating stories of unusual vehicle issues and how Sarah and her team tackled them, showcasing the intriguing aspects of automotive diagnostics.
- Navigating the Future: Gain valuable insights into the shift towards electric vehicles and the evolving role of technicians in an increasingly electronic-focused industry.
- Words of Encouragement: Sarah's advice for aspiring technicians, especially women, will inspire listeners to overcome obstacles, embrace their passion, and pursue fulfilling careers in the automotive field.
Tune in to this engaging episode and be prepared to embark on an eye-opening journey into the world of automotive technology.
Listen to the episode featuring Sarah Caballerofor even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Sarah Caballero
Connect with Ted Ings and the Fixed Ops Roundtable:
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David Reinicke is the president of Automotive Warranty Network (AWN).
In this episode David discusses the crucial role of proper warranty claims administration in the automotive industry. As the leading authority in the field, David sheds light on the importance of efficient warranty processing, accurate documentation, and proactive auditing to help dealerships maximize their revenue while minimizing the risk of audits.
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What we discuss in this episode:
Ted and David delve into the significance of proper warranty claims administration, emphasizing the financial aspect of collecting and retaining the right amount of money. They discuss how dealership metrics, such as the percentage of claims accepted on the first attempt, claim submission time, and adherence to proper labor operations, impact a dealership's relationship with manufacturers and their overall performance evaluations.
The episode explores the increasing importance of warranty claims as a percentage of service revenue and the growing complexity of modern vehicles, which necessitates heightened attention to warranty processes. David highlights how manufacturers closely monitor dealerships' warranty claims, making audits a reality rather than a mere concern. He explains AWN's auditing services, which simulate manufacturer audits and help dealerships identify and rectify potential issues before official audits occur.
This episode offers invaluable insights into the often overlooked yet critical aspect of proper warranty claims administration in the automotive industry. By listening to this episode, you will discover:
- The comprehensive services provided by AWN and how they streamline warranty claims administration.
- The financial implications of accurate warranty processing and the impact on dealership metrics and manufacturer relationships.
- The significance of proactive auditing in preparing dealerships for manufacturer audits and minimizing chargebacks.
- The common pitfalls and mistakes that lead to chargebacks and how to avoid them.
- The benefits of partnering with a trusted warranty claims administration company like AWN to ensure compliance and maximize revenue.
This episode offers a behind-the-scenes look at the intricate world of warranty claims administration and audits, showcasing the vital role it plays in the success of automotive dealerships. From uncovering the financial significance of accurate warranty processing to revealing the most common audit chargebacks, Ted and David provide valuable insights that will captivate listeners seeking to optimize their warranty operations. By understanding the importance of proper warranty claims administration and the potential risks involved, you will gain a fresh perspective on how to enhance efficiency, minimize audits, and maximize returns in your dealership.
Listen to the episode featuring David Reinicke for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, David Reinicke
Connect with Ted Ings and the Fixed Ops Roundtable:
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Sarah Vantine is the vice president of Sales at Quantum Five. Sarah’s passion is helping automotive dealers succeed by creating business development strategies that remove roadblocks, empower people, and elevate the customer’s experience.
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What we discuss in this episode:
Sarah talks about her positive outlook on being a woman in the automotive industry and the opportunities that are now available to women. She also shares her passion for putting people first and believes that if employees are happy and feel empowered, customers will be happy too. Having a culture that allows people to grow and explore different facets of themselves is important for personal development, which ultimately benefits the business. Sarah emphasizes that people are what make or break a business, and taking care of employees is a good business strategy.
According to Sarah, the largest demand or skillset in which dealership personnel are wanting or needing is clarity about their career journey. Sarah believes that people are hungering for a roadmap to help them understand where they can go in their career and how to get there. At Quantum Five, they are working on exciting projects to help people in the automotive industry find the clarity they need to succeed.
Sarah's positive outlook on women in the automotive industry and her passion for the "people first" approach make this episode an inspiring listen. She provides valuable insights into how to create a culture that benefits both employees and customers. By focusing on personal development and providing clarity about career paths, businesses in the automotive industry can create a positive and thriving workplace.
Listen to the episode featuring Sarah Vantine for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Sarah Vantine
Connect with Ted Ings and the Fixed Ops Roundtable:
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Kara Delaine is the Vice President at Ted Ings’ Fixed Ops Roundtable and a prominent figure in the automotive industry. She's an ambitious spirit who strives to remain authentic and transparent while broadening our society's knowledge about the automotive industry.
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What we discuss in this episode:
In this episode Kara Delaine shares how she stumbled upon the automotive industry by accident, which eventually led her to fall in love with it. The conversation turns to the topic of women in the industry, where Kara emphasizes that the automotive industry is not just for men, and how it's crucial to have a diverse range of perspectives. She credits her success to the people who believed in her and her passion for the industry.
Michael and Kara discuss the challenges of working in the automotive industry, especially as a woman, and how it can be an opportunity to rise above expectations. Kara shares her positive experiences with amazing mentors like Ted Ings and Eric Barbosa, who encouraged her to succeed in a predominantly male industry. Despite being aware of the negative narrative surrounding women in automotive, Kara believes that women are essential to the industry's growth and encourages listeners to focus on the opportunities in the industry rather than the negatives.
Throughout the conversation, Kara and Michael's passion for the automotive industry is palpable. They share insights into the industry and discuss how their experiences have shaped their views. The episode ends with Kara's advice to anyone interested in entering the automotive industry: be passionate, never stop learning, and always seek opportunities for growth.
Listen to the episode featuring Kara Delaine for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kara Delaine.
Connect with Ted Ings and the Fixed Ops Roundtable:
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Shon Kingrey is the Vice President of Fixed Operations, Kayser Automotive Group. Shon is a well-known figure in the fixed ops community, and his focus has always been on employees and customers.
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What we discuss in this episode:
In this episode we discuss the recent changes in Shon's career and the industry as a whole. We explore the shift towards a focus on employee satisfaction and work-life balance, particularly for the new generation of workers who prioritize these aspects over money. Shon emphasizes the importance of providing tools and resources to make employees' jobs easier and to promote a positive work environment.
Shon talks about the group he works for and the importance they give to their employees. The three brothers who run the group have pictures of their 40 plus year employees on their walls. They allow their employees to go home at six o'clock so they can have dinner with their families. They prioritize their employees' personal lives, ensuring they have time for dinner with their families and maintaining a healthy work-life balance. Shon believes that it is important to focus on employees and their needs. He talks about the tools that can make their job easier and how they can contribute to the gross and net of the company.
Shon also talks about resistance in implementing change in an organization. Shon talks about how uncomfortable change can be and how resistance is a natural reaction when new ideas are brought to the table. He shares how he dealt with pushback and interesting conversations while implementing change. He emphasizes the importance of having buy-in from the top and getting everyone on board. Shon also talks about how he monitors status phone calls and how he has made the process more efficient.
In conclusion, Shon's insights on the industry and the changes he has made are a great learning opportunity for anyone in the fixed ops community. Prioritizing employee satisfaction and work-life balance, providing tools and resources to make their job easier, and having a process in place for implementing change are essential for success in this industry. By focusing on these areas, companies can attract and retain the best talent, promote a positive work environment, and achieve growth and success.
Listen to the episode featuring Shon Kingrey for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Shon Kingrey
Connect with Ted Ings and the Fixed Ops Roundtable:
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Jamie Farley is a podcast creator, producer, and editor of GetinHerLane podcas. Jamie has over 20 years of experience in the automotive industry and has spent most of her career in the field, allowing her to learn a lot about the industry.
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What we discuss in this episode:
Today’s conversation covers her journey in the automotive industry, from her college days to her current leadership role at Toyota. Jamie shares her journey of how she got interested in the automotive industry and what motivated her to pursue a leadership role. She also talks about the great opportunities that exist within the industry, including on the OEM side, dealership side, and vendor side and her purpose of spreading the word about them.
The podcast also delves into diversity and inclusion in the automotive industry, a topic that Jamie has a podcast dedicated to. She shares her own experiences and how the conversation can be uncomfortable but is necessary. She believes that having a diverse workforce drives innovation and ultimately drives the culture.
Jamie started her podcast because she felt it was a great platform to have a conversation about diversity and inclusion. She believes that everyone collectively has so much to offer, and her podcast is a platform to share ideas, best practices, and to learn from one another. She hopes to inspire others through her podcast providing a female voice in the automotive podcasting landscape.
Jamie Farley is a prominent voice in the automotive industry, and her podcast provides a platform for conversations on diversity and inclusion. She believes that having a diverse workforce is essential for driving innovation and culture. Her experiences and perspectives provide insights into the industry, and her podcast is a great resource for anyone interested in the automotive industry.
Listen to the episode featuring Jamie Farley for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jamie Farley!
Connect with Ted Ings and the Fixed Ops Roundtable:
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Dennis McGinn is the founder and chief executive officer of Rapid Recon, the world’s standard in vehicle reconditioning and speed-to-sale inventory turn improvement, and the industry’s leading expert in time-to-line (T2L) reconditioning. Dennis shares insights into the importance of transparency and time to line in the auto retail industry.
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What we discuss in this episode:
Dennis explains how his company's team is empowered to take initiatives, which has helped them attract top talents in the industry. He discusses how transparency is becoming a significant factor for consumers who want to know as much as possible about the cars they are interested in buying. Transparency has evolved from being an internal measure to something that is now demanded by consumers, who are willing to pay premiums for used cars and want to know exactly what has been done to the car so they can make informed decisions.
Dennis emphasizes the need to measure and manage the time it takes to get a car ready for sale, as this impacts profitability. The focus on transparency is a natural evolution of the industry, driven by changing consumer demands. By embracing transparency and measuring the time it takes to get a car ready for sale, dealers can increase profitability and provide customers with the information they need to make informed decisions.
We also address the common skepticism of some dealers and managers who think they can manage without such tools, and offer advice on how to approach and learn from those who have successfully implemented reconditioning solutions. With margin compression becoming a reality, it is more important than ever to get the car on the market quickly.
Dennis emphasizes the importance of having the right leadership, tools, and people to succeed in this industry. With the automotive industry becoming increasingly competitive, transparency is more important than ever. Dealerships that prioritize transparency and focus on reducing time to line will have a competitive advantage in the industry.
Overall, this episode offers valuable insights into the challenges and opportunities of reconditioning in the auto retail industry and how technology and teamwork can make a significant difference in improving efficiency and profitability. This episode with Dennis McGinn provides a useful perspective on the benefits of measuring and managing reconditioning time to line and the importance of learning from others' experiences to stay ahead in this competitive market.
Tune in to gain insights into the current state of the automotive retail industry and how transparency is shaping consumers' expectations and buying decisions. Visit rapidrecon.com to learn more about their reconditioning software solution.
Listen to the episode featuring Dennis McGinn for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dennis McGinn
Connect with Ted Ings and the Fixed Ops Roundtable:
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Owen Moon is the CEO of FIXED OPS DIGITAL, Automotive’s Premier Service Marketing & Technology Company with corporate headquarters in Greenwood Village, Colorado. FIXED OPS DIGITAL provides franchise dealerships with an integrated online marketing solution to help promote and merchandise their fixed ops department on their website.
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What we discuss in this episode:
In this episode, we discuss strategies for increasing service and repair business for dealerships. With 55% of the business being retail, we explore ways to increase service and repair business, which will inherently increase parts sales. The collision repair sales amounted to 18.5 billion dollars in 2020 and are expected to reach 2 billion by 2028. We discuss ways to make collision centers stand out and to offer a standalone collision website to showcase the services offered, working with insurance companies and the guarantees provided.
Another important aspect of the business is recalls, and we discuss the lack of attention many dealerships give to them. We talk about how integrating a recall lookup widget onto dealership websites will make it easier for customers to check for recalls. We encourage dealerships to get the right information about recalls to their service BDC for outreach campaigns, giving them the opportunity to be proactive about customer satisfaction. We emphasize that integrating recalls into service appointments makes it easier for customers and builds relationships between the dealership and the customers. We explore the importance of focusing on the service and repair business to improve the overall profitability of the dealership.
Owen explains that dealerships wrote more than 271 million repair orders in 2021, exceeding $125 billion in total service and part sales. However, he believes that it's time to focus on other profit centers, and he intends to provide actionable advice to help service managers and fixed ops directors alike. He also discusses the evolving marketing and advertising industry and how it can help dealerships stay ahead of the game. Overall, this episode provides an insightful look into the automotive industry and what dealerships can do to thrive in 2023.
Listen to the episode featuring Owen Moon for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Owen Moon
Connect with Ted Ings and the Fixed Ops Roundtable:
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Kirk Firmin is the Fixed Operations Director at Florence Toyota in Florence, South Carolina.
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What we discuss in this episode:
In this episode, Kirk Firmin talks about how they took their reconditioning process beyond the "good enough" phase by utilizing a connected reconditioning system that is part of their larger DMS perk. Before using this new process, they were using a digital reconditioning process, but communication between the different departments was lacking. With the new system, technicians can communicate directly with sales managers and parts people, and this integration with their DMS is critical to their success.
Kirk explains how their old digital reconditioning process was inadequate because it lacked instant communication between departments. Through this episode, we learn how important communication and integration are in the reconditioning process and how using a connected reconditioning system can help take the process to the next level.
The conversation delves into the importance of the integration of the DMS and the need for technicians to communicate directly with sales managers and parts personnel. Kirk explains how communication is critical in the reconditioning process, as losing even one car can be very expensive, especially in today's marketplace.
Kirk Firmin talks about the importance of having a reconditioning management solution that can help achieve their turn rates and goals. In today's market, "good enough" is not enough, and you need to be faster on your turn rate to get cars back on the lot as fast as possible.
To continue their success and stay ahead of the game, Florence Toyota looked for a reconditioning system that would not only speed their processes but would keep the whole dealership on track at all times. So the dealership decided to partner with ReconTRAC, a web-based software application that streamlines the vehicle reconditioning process. The ReconTRAC system has helped them communicate about the status of each vehicle during the reconditioning process to ensure they don't get lost or dropped, especially with the large volume of cars they handle.
Tune in to find out how the partnership has helped the dealership stay on track and successful.
Listen to the episode featuring Kirk Firmin for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kirk Firmin
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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John Clavadetscher, is the President and Chief Commercial Officer at Outsell. Outsell is a data and technology company whose automotive customer data and engagement platform listens, predicts and engages with customers at scale, delivering measurable improvements in sales, profitability, and customer loyalty.
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What we discuss in this episode:
In this episode John talks about the company's mission and how it is helping automotive dealers and organizations grow.
John explains how outsell uses data to personalize communication with customers through various channels, such as direct mail, email, SMS, and social media. He emphasizes the importance of sending coordinated and consistent messages to avoid sending the wrong message and turning customers off. John also shares some of the impressive results that outsell has achieved, including increasing overall gross profit by 65% on a per person basis over a three-year period.
John discusses how outsell works with dealerships to understand their customer base, clean up their database, and optimize communication: helping their customers best listen, predict, and engage with their own customers at scale to deliver measurable and tangible ROI. John explains how Outsell's platform ingests various types of data to provide a 360 view of the customer, allowing the retailer to determine the right medium, message, and time to communicate with the customer.
Overall, this episode offers valuable insights into how dealerships can leverage customer data to improve communication and drive measurable results. By personalizing communication and sending coordinated messages, dealerships can create a better customer experience and increase their bottom line. The episode is ideal for early adopters who want to know more about Outsell's data-driven approach to automotive customer engagement.
Listen to the episode featuring John Clavadetscher for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Clavadetscher
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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In this episode we are joined by Earl "Sticks" Brown and Kelly Culliver from Radiant Ride Certified Dealer Network. Sticks and Kelly discuss Radiant Ride's unique service experience for car owners, creating a one-stop shop solution for cosmetic repairs and routine maintenance at dealerships. The company is working collaboratively with dealers, creating destination centers for customers to receive cosmetic reconditioning repairs, such as dents and dings, windshield chips, alloy wheel repair, leather rips, and tears, and paint touch-ups.
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What we discuss in this episode:
Sticks Brown and Kelly Culliver, discuss the latest industry updates, including the latest projects of Radiant Ride. Sticks shares how Radiant Ride is becoming more digitally integrated with various GM providers, more digitally connected to dealers and DMS providers, and more prepared for upcoming cybersecurity compliance requirements. They also talk about the launch of Radiant Ride's new program called Radiant Ride Certified Dealer Network, which is a unique service experience for car owners, which offers a one-stop-shop service experience for car owners, including cosmetic reconditioning repairs, and routine maintenance.
Dealerships can now offer cosmetic reconditioning repairs and routine maintenance to their customers simultaneously, boosting retention, and promoting convenience.
They share some fascinating statistics from their recent marketing campaign and how they are raising awareness of the benefits of maintaining the cosmetic appearance of cars through various platforms like television, print ads, LinkedIn, Google Ads, YouTube etc. Listeners can expect to learn how Radiant Ride is changing the game and creating destination centers for car owners to combine cosmetic repairs and routine maintenance in one place.
The episode is an excellent resource for those keenly interested in adopting Radiant Ride's unique service experience in the industry.
Listen to the episode featuring Earl "Sticks" Brown and Kelly Culliver for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Earl "Sticks" Brown and Kelly Culliver
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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In this episode we are joined by the pillars of the Fixed Ops Roundtable, Cesar Augustus, CEO of Dealer Scanning, Tully Williams, Fixed Operations Director at The Niello Company, and Ed Roberts, COO at Bozard Ford Lincoln to discuss dealer scanning in 2023.
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What we discuss in this episode:
In this episode we dive into the topic of dealer scanning in 2023. Our guest speakers today are all experienced dealers in scanning. The group discusses the importance of scanning and the benefits it brings to dealerships. We discuss the efficiency of having digital files that are accessible to everyone in the store, the security liability of paper filing, and the impact on technicians and service providers eliminating the need to waste time searching for misplaced or misfiled documents. The episode provides insights and advice on scanning documents for dealerships and the benefits of having digital files.
The conversation also touches on the security and compliance issues that come with the new digital world and how scanning can prevent dealerships from being fined thousands of dollars. As a no-brainer, scanning helps dealerships avoid the risks of paper filing, which is still prevalent in 40% of dealerships. Overall, the episode highlights the importance of scanning and how it improves the workflow for technicians, service providers, and dealerships.
Tune in to this episode to learn why scanning is essential and why dealerships must catch up with the times. This is an interesting and insightful episode that provides excellent solutions for any dealership looking to improve their file management system.
Listen to the episode featuring Cesar Augustus, Tully Williams, and Ed Roberts for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Cesar Augustus, Tully Williams, and Ed Roberts
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Jeffrey Bogaski is the Chief Revenue Officer at Affinitiv. Affinitiv is the leading provider of data-driven marketing and software solutions to the automotive market. He oversees multiple sales teams that include inside sales, outside sales, training teams, and sales specialists, and creates revenue-generating processes and optimize Affinitiv’s product growth strategy to improve business operations and the customer experience.
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What we discuss in this episode:
In this episode we discuss the importance of a great customer experience in automotive retail's fixed operations. Jeffrey talks about Affinitiv's customer data platform and how it pulls in data and uses it to send targeted and relevant communications that go throughout the customer's journey and life cycle.
We highlight the importance of starting every decision with the customer and working backward to make the best choices.
Jeffrey Bogaski talks about Affinitiv's mission to create lifelong customers and relationships by providing multichannel communications and customizing communication preferences for each customer. He also shares his extensive background in the automotive industry and his passion for helping lead and grow fixed operations.
Jeffrey also talks about Affinitiv's CRM platform, which is powered by the old car research, and how they work towards the mission of next-generation customer experience. Affinitiv provides technology solutions for the timely need in retail automotive that focuses on the customer lifecycle.
Listen to the episode featuring Jeffrey Bogaski for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jeffrey Bogaski
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Ken Lohr is the director of Retail Warranty Reimbursement at Bellavia Blatt Dealer Law. In this episode he joins us to discuss the importance of retail warranty claims in the automotive industry.
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What we discuss in this episode:
The automotive industry has been facing numerous challenges in recent years, including rising costs and inflationary forces. With the current state of the industry, it's more important than ever to make sure that dealerships are getting the best value for their money. This is where retail warranty reimbursement comes in.
As a dealership owner or fixed operations director, it's crucial to stay ahead of the game and prepare for the challenges that come your way. One of the ways to increase your dealership's gross profit is by filing for retail warranty reimbursement. The good news is that the fee for this process is usually paid by the manufacturer out of the additional gross you receive, so it's essentially "free money".
With changes in the industry and inflationary forces affecting the cost of labor, it's crucial for dealerships to take advantage of the opportunities they have to receive retail pricing for warranty claims. Ken takes us through the basics of how dealerships can establish their retail rates for parts and labor and collect the disparity between what the manufacturer is paying and what they charge their retail customers. However, Ken notes that the process is not as simple as it may seem and that various discounts and other factors can affect the outcome.
Ken emphasized the importance of preparation in this process. There are many factors that can affect the outcome, such as discounts given to customers, warranty-like repairs done at a discounted rate, and including certain items like brakes and batteries in the warranty. These factors must be accounted for and understood in order to mitigate any negative impact they may have on the outcome.
The bottom line is that retail warranty reimbursement is crucial for dealerships looking to maximize their profitability in an industry that is facing a number of challenges. With the help of firms like Bellavia Blatt, dealerships can make sure they're getting the best value for their money.
With the expertise of Ken and his firm, dealerships can be sure that they are properly prepared and receive the maximum amount for their warranty claims.
Listen to the episode featuring Ken Lohr for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ken Lohr
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Our guests today are Ryan Maher, the founder and CEO and Mike Murray, the Chief Revenue Officer (CRO) at Bizzycar. Bizzycar is a revolutionary recall software platform built by dealers for dealers. With their combined experience in the auto industry, Ryan and Mike bring a unique perspective on the importance of warranty recalls in the industry.
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What we discuss in this episode:
If you're in the automotive industry, you know how important it is to keep up with open recalls and ensure the safety of vehicles on the road. Not only is this important for the consumers, but it's also crucial for OEMs to avoid costly fines. So, what if there was a solution that not only helps with the completion of open recalls but also benefits all parties involved, from consumers to dealerships to OEMs?
Warranty recalls are a crucial aspect of the auto industry and impact OEMs, dealers, and consumers alike. Bizzycar is a game-changer in this space, revolutionizing the process of warranty recalls and turning them into a profit center for dealers. With the digitization of the entire warranty recall space, this not only speeds up the recall process but also ensures that vehicles on the road are safer. But what makes Bizzycar truly unique is that it benefits all parties along the value chain. Dealerships, for example, are seeing an average ROI of $5,000 a month and can even increase their revenue with the upsells that come with Bizzycar.
For OEMs, Bizzycar offers more than just dollars and cents. It also measures ROI in terms of owner loyalty and engagement. OEMs are also able to measure the success of the recall process, as they can track the completion of recalls through the Bizzycar platform.
Mobile dealers also benefit from Bizzycar, as it guarantees dollars for warranty repairs and provides information on where the "guaranteed honeypots" are. The beauty of Bizzycar is that it not only provides information on open recalls but also helps mobile dealers find business opportunities at used car lots, auctions, and fleets.
Bizzycar is the future of auto recalls and customer satisfaction. It benefits all parties involved and provides a guaranteed ROI for dealerships.
Ryan and Mike share their incredible story of how they came up with the concept of Bizzycar and how they brought together a team of experts from Google, Facebook, and Uber to create an algorithm that makes finding warranty recalls easier and more efficient. Don't miss this episode where we learn more about Bizzycar and the exciting future of the auto industry.
Listen to the episode featuring Ryan Maher and Mike Murray for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ryan Maher and Mike Murray
Connect with Ted Ings and the Fixed Ops Roundtable:
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Katie Mares is a master of creating memorable brand experiences and the author of CustomHER Experience. With her unique perspective as a brand expert, she understands the obstacles companies face in crafting a successful BX program that truly speaks to the female consumer. Her passion lies in helping organizations design sustainable programs that truly resonate with their female audience.
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What we discuss in this episode:
In today's world, customer experience has become an increasingly important factor in business success. It's not just about the purchase, but about the journey through the experience. The way a customer feels during the journey is crucial for their satisfaction and loyalty. However, when it comes to the automotive industry, there seems to be a significant gap between men and women in terms of trust.
Katie dives into the world of automotive sales and the vital role that the customer experience plays, especially when it comes to female consumers. Katie shares her own journey and her passion for making a change in the often male-dominated field of automotive sales.
Katie has written this book to help bridge the gap between men and women in the industry and to help businesses understand the different journeys of men and women. The book is scientifically backed, so everyone can learn from it, regardless of their gender. The book takes a deep dive into the female perspective and aims to provide insights and recommendations on how dealerships can improve the customer experience for female consumers.
One of the key takeaways from the book is the importance of creating a welcoming and inclusive environment for female customers. Katie believes that a dealership's culture, which is reflected in the employees it hires, is critical in shaping the customer experience. A female-friendly workplace culture is more likely to attract female customers, who want to see themselves reflected in the business.
Don't miss this insightful conversation on the importance of creating a welcoming and inclusive environment in dealerships, and the key differences between male and female consumers. Pre-order Katie's book now, available on Valentine's Day on Amazon and Barnes and Noble, and other retailors.
Get ahead of the curve and understand the key differences in the customer experience from a woman's perspective.
Listen to the episode featuring Katie Mares for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Katie Mares
Connect with Ted Ings and the Fixed Ops Roundtable:
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This week, we are joined by Anthony Giagnacovo, CEO of CallRevu, and Jack Holcomb as they discuss the current state of phone processes within the retail dealership environment.
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What we discuss in this episode:
In the automotive industry, quick service is a crucial component in customer retention and satisfaction. With a high volume of calls and appointments, effective communication is a major factor in the success of quick service operations. Jack, a seasoned professional in the industry, emphasizes that communication is not just the number one priority, but the only priority.
One of the major pain points in the industry is the lack of communication between customers and service advisors. Customers have reported that they have trouble getting in touch with someone and receiving updates on the status of their vehicle. This can result in frustration and an overall negative experience.
As Anthony points out, phones have become the quintessential instrument for customers to contact dealerships, with nearly 96% of sales being driven from phone calls. The service departments are struggling to keep up with the increased demand for communication and information
Jack shares his perspective on the importance of accurate data in the phone operations. He emphasizes the need for clean data and the importance of making sure the data is actionable and useful. He also highlights the need to focus on the fundamentals of phone operations, such as answering the phones, connecting customers to the right person, and tracking the volume and frequency of calls.
Jack shares his personal experience of improving communication in his own dealership by investing in the right technology and people. He also emphasizes the need for dealers to be proactive and implement solutions that drive efficiency, effectiveness, and value.He found that both employees and customers were suffering in this transaction. To fix this, he analyzed the data and found that the first step was to get the phones answered. Then, they worked on connecting customers to the right person, and finally, they trained their operators to act more like BDC people and answer the voicemails.
The phone is a critical aspect of fixed operations and service, and it's crucial to understand its importance and work towards improving our internal phone processes. With clean data, a focus on the fundamentals, and proper training, dealerships can improve their customer experience and drive better results.
Listen to the episode featuring Anthony Giagnacovo and Jack Holcomb for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Anthony Giagnacovo and Jack Holcomb
Connect with Ted Ings and the Fixed Ops Roundtable:
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The world is changing faster than ever before, and it's important for businesses to be able to adapt and evolve quickly in order to stay competitive. One key area where this is especially true is in the realm of digital transformation and technological innovation. Over the next three to five years, there will be a compounding of changes to the current retail business model. Changing customer expectations, new technology, and a changing competitive landscape are the main drivers of this change. Stephan Woessner from Blue Oceans Global Consulting, Brian Kramer from Cars.com and Ed Roberts, COO of Bozard Ford-Lincoln, discuss the opportunities and challenges that the car business will face in the next few years.
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What we discuss in this episode:
Stephan believes that the biggest challenges and opportunities for dealers in the next three to five years will be the increasing demand for convenience, economy, vehicle power sources, vehicle production, subscription services, autonomous vehicles, and the connected car vehicle service. He also believes that the speed at which these changes will happen will be faster than anything seen before.
Brian Kramer believes that growing the road count and technician base is a major opportunity for dealers in the next three to five years. He also believes that a strong service acquisition process is necessary to solve the problem of not having enough used car inventory. Additionally, he believes that a digital transformation strategy that involves culture, people change, process change, and total digital transformation in all aspects of the business is necessary.
Ed Roberts agrees with Brian and adds that developing people, training them and retaining them is a major opportunity for dealers. He also challenges his employees to think about what they would do if they were to leave the company and go to work somewhere else, in order to ensure that they are always trying to improve and stay ahead of the competition.
The industry must adapt to changing customer expectations, new technology, and a changing competitive landscape in order to stay ahead of the game. Developing and retaining a skilled workforce, implementing a strong service acquisition process, and embracing digital transformation are some of the ways that dealers can take advantage of these opportunities and overcome these challenges.
Overall, the key to success in the current business environment is to embrace the acceleration of change and be willing to take risks and try new things. By keeping the customer's needs at the forefront and working to streamline processes and improve efficiency, businesses can stay competitive and thrive in the digital age.
Listen to the episode featuring our guests for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Brian Kramer, Ed Roberts, Stephan Woessner
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This week, we are joined by Doug Eroh, President of Penske Motor Group and President and General Manager of Longo Toyota, the number one volume Toyota dealer in the world. Since 1967, Doug has been overseeing the day-to-day operations at Longo, including sales, fixed operations, marketing, guest service, and training. Also joining us is Ed Roberts, the Chief Operations Officer at Bozard Ford-Lincoln, a family-owned and operated dealership in St. Augustine since 1949.
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What we discuss in this episode:
Doug and Ed share their experiences and strategies for success in the industry, including the importance of being involved in the community and providing a clear path for employees to advance in their careers. They also discuss the importance of creating a culture that values the guests and team members and the role of competition in driving innovation and improvement.
Doug and Ed also share their thoughts on the current challenges facing the industry, such as supply chain issues and the impact of Covid-19. They also talk about the importance of staying committed to being the best in the business and always looking for ways to improve and innovate.
One key takeaway from the conversation was the importance of remaining flexible and adaptable in the face of change. With the increasing prevalence of electric vehicles and other new technologies, dealers need to be prepared to adapt their operations to stay competitive.
Another important point emphasized by both Doug and Ed was the importance of building strong relationships with customers. As trusted advisors in their local communities, dealers have the opportunity to build long-term relationships with customers and provide them with valuable services and resources.
In addition to focusing on the present, Doug and Ed also stressed the importance of planning for the future. This includes building new service facilities that are equipped to handle the latest technologies and powertrains, as well as looking for new opportunities to grow and expand.
As we look towards 2023, it's important for dealers to remain flexible and adaptable to changing conditions. This may include challenges related to the economy and inflation, as well as changes in the supply chain.
Overall, the episode provided valuable insights and inspiration for dealers looking to stay ahead in the ever-changing automotive industry. With the right mindset and strategies, dealers can thrive in the years to come and become a valuable resource for their customers and communities.
Listen in as Doug and Ed share their experiences, insights and the challenges facing the industry today. Tune in for a great conversation and a wealth of knowledge from these industry experts.
Listen to the episode featuring Doug Eroh and Ed Roberts for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Doug Eroh and Ed Roberts
Connect with Ted Ings and the Fixed Ops Roundtable:
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John Malishenko, the Chief Operating Officer of Germain Motor Company. Germain has been in business for over 75 years, representing 20 iconic manufacturers and operating 19 dealerships across Ohio, Florida, and Michigan. John has spent his entire career in the automotive industry, and his mission at Germain is to attract, develop, and retain exceptional people, in order to deliver an outstanding experience that creates loyalty beyond reason.
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What we discuss in this episode:
In the world of automotive, the Germain Motor Company has been making a name for itself. The company is dedicated to attracting, developing, and retaining exceptional people to deliver an outstanding experience to customers. According to John, the key to Germain's success is its culture, which is built on the core values of gratitude, enthusiasm, respect, mastery, accountability, and integrity. These values are what drive the company's mission to create loyalty beyond reason, one customer at a time.
In the past 30 years, John has seen the company grow and evolve, but one thing has remained constant: the team's ability to adapt to the changing landscape. John attributes this to the relationships and trust that have been built over the years. He believes that the longer the team stays together, the easier it becomes to do business. This is because team members know how each other operates, what they need from one another, and can be candid with one another without hurting feelings. He emphasizes the importance of being intentional about culture and creating a long-term plan for it. He also notes that ultimately, customer loyalty is driven by employee loyalty, and that creating a positive culture is not only the right thing to do, but also the most profitable in the long run.
But what makes Germain's culture truly exceptional? According to John, Germaine Motor Company's success can be attributed to its focus on relationships, trust, and adaptability which has helped it thrive in the ever-changing landscape of the automotive industry. And with John Malishenko at the helm, the company will continue to be a leader in the industry for years to come.
Building a strong culture within a dealership is crucial for customer loyalty and overall success. By focusing on the needs and wants of employees, providing opportunities for growth and continuous learning, and making relationships a priority, dealerships can create a culture that attracts and retains top talent.
Listen to the episode featuring John Malishenko for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Malishenko
Connect with Ted Ings and the Fixed Ops Roundtable:
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Kaylee Felio is the sales and marketing manager for PartsEdge, a powerful tool to maximize the potential of parts managers through technology and a touch of consulting. Through her 7 ebooks, Kaylee is helping parts managers with the key areas that they should focus on to be more profitable and to increase their level of service to customers.
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What we discuss in this episode:
Kaylee is here to discuss the trend of obsolescence in the parts and service industry, which is responsible for a significant portion of dealership gross profits. Kaylee believes that investing in tools, ongoing education, and a proactive mindset can help parts managers succeed in this competitive field. We will also be discussing the importance of viewing the parts department as its own business and the potential for growth in the online sales sector.
Obsolescence refers to vehicle parts with no sales or receipts in a seven to twelve month period, which have a 95% chance of remaining unsold. To manage obsolescence, it is important to track these parts and forecast their potential impact on your inventory. A good way to do this is by calculating the average amount of parts that will move into the obsolescence category over a six month period. It is also important to find a balance between a healthy level of obsolescence and ensuring that your team has the tools and data they need to be proactive in managing inventory and making better decisions. At Parts Edge, they help dealers understand obsolescence and improve their processes for managing it, working closely with parts managers to produce a healthier inventory and increase sales. Another key factor in avoiding obsolescence is staying up to date with industry trends and technologies, such as online sales platforms, to ensure that you are able to meet the needs of your customers. By following these strategies, you can improve the performance and profitability of your parts and service department. Tune in for valuable insights on how to level up your game in the world of fixed operations.
Listen to the episode featuring Kaylee Felio for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Connect with Ted Ings and the Fixed Ops Roundtable:
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This week's episode features guest Brian Pasch, founder of PCG Companies and the newly formed Automotive Standards Council. In this episode Brian shares his thoughts on the current state of the industry and the role that digital voice assistants can play in improving customer service and reducing operating costs.
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What we discuss in this episode:
Key takeaway points from the episode:
- The main drivers for the interest in digital voice assistants are the desire to reduce operating expenses and difficulties in finding labor.
- Google My Business is a popular way for consumers to find the phone number of dealerships, and phone call volume tends to peak at certain times of the day.
- Digital voice assistants can help dealerships handle phone calls during peak times and reduce the workload of employees by taking on repetitive tasks.
- Digital voice assistants (DVAs) can improve customer experience and increase bookings for dealerships.
- Some dealerships have seen an improvement of 30-50% in bookings after implementing DVAs.
- DVAs can be particularly effective in competitive markets and during off hours.
One solution to these challenges is the use of digital voice assistants, which can take on repetitive or monotonous tasks and free up employees to focus on more valuable tasks. Brian also discusses his recent research report on the topic, including the importance of analyzing call volume by hour and the benefits of using Google My Business as a way for customers to find dealership phone numbers.
The company Proactive Dealer Solutions and its DVA product, Brooke.ai, were specifically mentioned as a solution for dealerships looking to implement a DVA. Digital voice assistants (DVAs) are increasingly becoming a popular solution for car dealerships looking to improve their customer service. These artificial intelligence-powered systems can handle repetitive tasks and provide quick responses to customer inquiries, freeing up staff to focus on more complex tasks.
Brooke.ai, has seen significant success with its DVA system, which has helped dealerships boost their appointment bookings by 30-50%. The system is particularly useful in metropolitan areas, where competition is fierce and customers may turn to a different dealership if they can't get through on the phone.
Proactive Dealer Solutions has also found that combining its DVA system with its own outsource call center allows dealerships to get the best of both worlds. The DVA can handle the easy tasks and free up staff to focus on higher value tasks, such as making outbound calls and reaching out to lapsed customers.
Dealerships have also found that DVAs can be particularly helpful during off-hours, when staff may not be available to answer the phone. This ensures that customers can still get the information they need, even if it's outside of normal business hours.
Overall, the use of DVAs in the automotive industry is a trend that looks set to continue, as dealerships look for ways to reduce costs and improve the customer experience. With the right system in place, DVAs can be a valuable asset for any dealership looking to take its customer service to the next level.
If you're a dealer or fixed ops director looking to improve your performance in the automotive industry, this is an episode you don't want to miss. Tune in for a thought-provoking conversation on how to level up your game in the automotive industry.
Listen to the episode featuring Brian Pasch for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple:
This week's episode features guest Brian Pasch, founder of PCG Companies and the newly formed Automotive Standards Council. In this episode Brian shares his thoughts on the current state of the industry and the role that digital voice assistants can play in improving customer service and reducing operating costs.
👉 Register for the upcoming Fixed Ops Roundtable Event
What we discuss in this episode:
Key takeaway points from the episode:
- The main drivers for the interest in digital voice assistants are the desire to reduce operating expenses and difficulties in finding labor.
- Google My Business is a popular way for consumers to find the phone number of dealerships, and phone call volume tends to peak at certain times of the day.
- Digital voice assistants can help dealerships handle phone calls during peak times and reduce the workload of employees by taking on repetitive tasks.
- Digital voice assistants (DVAs) can improve customer experience and increase bookings for dealerships.
- Some dealerships have seen an improvement of 30-50% in bookings after implementing DVAs.
- DVAs can be particularly effective in competitive markets and during off hours.
One solution to these challenges is the use of digital voice assistants, which can take on repetitive or monotonous tasks and free up employees to focus on more valuable tasks. Brian also discusses his recent research report on the topic, including the importance of analyzing call volume by hour and the benefits of using Google My Business as a way for customers to find dealership phone numbers.
The company Proactive Dealer Solutions and its DVA product, Brooke.ai, were specifically mentioned as a solution for dealerships looking to implement a DVA. Digital voice assistants (DVAs) are increasingly becoming a popular solution for car dealerships looking to improve their customer service. These artificial intelligence-powered systems can handle repetitive tasks and provide quick responses to customer inquiries, freeing up staff to focus on more complex tasks.
Brooke.ai, has seen significant success with its DVA system, which has helped dealerships boost their appointment bookings by 30-50%. The system is particularly useful in metropolitan areas, where competition is fierce and customers may turn to a different dealership if they can't get through on the phone.
Proactive Dealer Solutions has also found that combining its DVA system with its own outsource call center allows dealerships to get the best of both worlds. The DVA can handle the easy tasks and free up staff to focus on higher value tasks, such as making outbound calls and reaching out to lapsed customers.
Dealerships have also found that DVAs can be particularly helpful during off-hours, when staff may not be available to answer the phone. This ensures that customers can still get the information they need, even if it's outside of normal business hours.
Overall, the use of DVAs in the automotive industry is a trend that looks set to continue, as dealerships look for ways to reduce costs and improve the customer experience. With the right system in place, DVAs can be a valuable asset for any dealership looking to take its customer service to the next level.
If you're a dealer or fixed ops director looking to improve your performance in the automotive industry, this is an episode you don't want to miss. Tune in for a thought-provoking conversation on how to level up your game in the automotive industry.
Listen to the episode featuring Brian Pasch for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple:
This episode features keynote speaker Eliana Raggio Director of Industry Relations at Digital Air Strike and Board Member in Women in Automotive. Eliana distinguishes allyship from mentorship and discusses the benefits of both for professional development. She also talks about the importance of finding a mentor and the benefits of being a mentor, including the satisfaction of helping others succeed and the opportunity to be a part of someone's legacy.
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What we discuss in this episode:
In the automotive industry, it is important to be an ally in the workplace in order to improve retention, boost productivity and profits, and create a positive company culture. One way to be an ally is to familiarize oneself with issues related to diversity and inclusion, and to advocate for equal opportunity and fair career growth for all employees. It is also important to challenge the status quo and extend opportunities to those who may be overlooked or underrepresented.
Having a sponsor in the workplace can also be beneficial, as it can lead to an average pay increase of 11.6%. A sponsor is someone who advocates for an employee and has a vested interest in their career growth. It is important to have both performance currency, which is gained by excelling at one's job, and relationship currency, which is gained through building connections and investing in others.
Keypoints from the Episode:
- Mentorship involves a more experienced person guiding and nurturing the professional development of another person
- Mentors offer one-on-one advice, guidance, coaching, and can serve as a sounding board and role model
- A study by the Harvard Business Journal found that 71% of CEOs with formal mentoring arrangements saw an improvement in company performance, 69% made better decisions, and 84% credited their mentors with helping them avoid costly mistakes and become more proficient in their roles faster
- Being a mentor has benefits including the satisfaction of helping others succeed, being a part of someone's legacy, and the opportunity to develop leadership skills
- Allyship requires ongoing effort and requires learning and growing along with the group or individual being supported
- Allyship can involve speaking up, using privilege to amplify marginalized voices, and actively working to dismantle systems of oppression
- It is important to recognize that allyship is not a title or identity, but a verb and a continuous process.
In today's workforce, allyship and sponsorship are crucial to achieving diversity, equity, and inclusion in the automotive industry. Allyship is a concept that involves actively supporting and advocating for marginalized groups in order to promote diversity, equity, and inclusion. It is different from mentorship, which is a relationship between two people where one person helps guide the professional development of the other. Allyship involves an individual using their influence or authority to help another person advance in their career. An example of allyship is the story of William Mina Fleming, who was hired as an astronomer at the Harvard Observatory despite having no formal training and being a single mother working as a maid at the time. Her mentor, Professor Edward Charles Pickering, saw something special in her and advocated for her, leading to her successful career in astronomy. Sponsorship is also similar to allyship, as it involves an individual using their influence to open up opportunities for others. It is important to have both mentors and allies in order to succeed and advance in one's career. Eliana will delve into the importance of allyship, which involves actively supporting and advocating for marginalized groups.
Eliana Raggio al
This episode features keynote speaker Eliana Raggio Director of Industry Relations at Digital Air Strike and Board Member in Women in Automotive. Eliana distinguishes allyship from mentorship and discusses the benefits of both for professional development. She also talks about the importance of finding a mentor and the benefits of being a mentor, including the satisfaction of helping others succeed and the opportunity to be a part of someone's legacy.
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What we discuss in this episode:
In the automotive industry, it is important to be an ally in the workplace in order to improve retention, boost productivity and profits, and create a positive company culture. One way to be an ally is to familiarize oneself with issues related to diversity and inclusion, and to advocate for equal opportunity and fair career growth for all employees. It is also important to challenge the status quo and extend opportunities to those who may be overlooked or underrepresented.
Having a sponsor in the workplace can also be beneficial, as it can lead to an average pay increase of 11.6%. A sponsor is someone who advocates for an employee and has a vested interest in their career growth. It is important to have both performance currency, which is gained by excelling at one's job, and relationship currency, which is gained through building connections and investing in others.
Keypoints from the Episode:
- Mentorship involves a more experienced person guiding and nurturing the professional development of another person
- Mentors offer one-on-one advice, guidance, coaching, and can serve as a sounding board and role model
- A study by the Harvard Business Journal found that 71% of CEOs with formal mentoring arrangements saw an improvement in company performance, 69% made better decisions, and 84% credited their mentors with helping them avoid costly mistakes and become more proficient in their roles faster
- Being a mentor has benefits including the satisfaction of helping others succeed, being a part of someone's legacy, and the opportunity to develop leadership skills
- Allyship requires ongoing effort and requires learning and growing along with the group or individual being supported
- Allyship can involve speaking up, using privilege to amplify marginalized voices, and actively working to dismantle systems of oppression
- It is important to recognize that allyship is not a title or identity, but a verb and a continuous process.
In today's workforce, allyship and sponsorship are crucial to achieving diversity, equity, and inclusion in the automotive industry. Allyship is a concept that involves actively supporting and advocating for marginalized groups in order to promote diversity, equity, and inclusion. It is different from mentorship, which is a relationship between two people where one person helps guide the professional development of the other. Allyship involves an individual using their influence or authority to help another person advance in their career. An example of allyship is the story of William Mina Fleming, who was hired as an astronomer at the Harvard Observatory despite having no formal training and being a single mother working as a maid at the time. Her mentor, Professor Edward Charles Pickering, saw something special in her and advocated for her, leading to her successful career in astronomy. Sponsorship is also similar to allyship, as it involves an individual using their influence to open up opportunities for others. It is important to have both mentors and allies in order to succeed and advance in one's career. Eliana will delve into the importance of allyship, which involves actively supporting and advocating for marginalized groups.
Eliana Raggio al
In this Episode I had a conversation with Ed Roberts & Tony Owens. Ed Roberts, a Jacksonville native, began his time in the automotive world as an Apprentice. Since that time, his career has stretched to positions including Master Technician, Shop Foreman, Technical Service Engineer for Ford, Store Manager, Service Manager, Fixed Operations Director and is currently the Chief Operations Officer at Bozard Ford Lincoln in St. Augustine, Florida. Over his 30-year career he has spent some time with Toyota Dealerships and Ford Motor Company, with the majority of his career within Ford stores. Over the years, Ed has been recognized multiple times for his leadership, innovations, and achievements in Fixed Operations. Most recently he was named as one of thirty Automotive News Allstars for 2020.
Tony Owens has been in the automotive business his entire working life. highly trained, experienced, and effective in customer interaction and customer resolution, repair shop utilization, technician proficiency and efficiency, warranty administration, parts inventory management, team building and employee relations.
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What we discuss in this episode:
In this discussion, the speakers talk about the importance of culture in a dealership and how it impacts employee retention and attracting new hires. A strong culture leads to high levels of customer satisfaction and a sense of community within the team. The speakers emphasize the importance of character, chemistry, and competency when hiring new employees, and the value of a teachable attitude. They also discuss the importance of setting the tone for the team, including making time for others and having a positive attitude.
A few take away key points from the episode
- The first sign discussed is that people stay at the dealership. A strong culture leads to high employee retention, as people feel appreciated and like they are part of the team.
- The second sign is that there is a strong mentorship program in place. Ed and Tony have a mentorship together, and both believe in the importance of learning from others in the industry.
- The third sign is that the dealership has a strong reputation, with customers traveling long distances to do business with them.
- The fourth sign is that there is a focus on customer service, with a good culture leading to high levels of customer satisfaction.
- Finally, the fifth sign is a sense of community within the dealership, with employees feeling like they are part of something bigger than themselves.
Overall, a strong culture is key to the success of a dealership and can be achieved through strategic planning, empowering employees, and focusing on the right values.
Listen to the episode featuring Ed Roberts & Tony Owens for even more insights!
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Chris Chesney is the Vice President of training and organizational development at a company called Repairify. Chris Chesney is regarded as one of the most outstanding educators in the automotive industry. He has experience building and growing some of the most successful automotive training organizations in the automotive industry.
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What we discuss in this episode:
What is it about the newer vehicles' technology that makes them more challenging to repair? And how do service departments overcome that?
"Safety systems are something that snuck up into the industry. And I would challenge the industry to look at them as an opportunity to have a better conversation with their customers because the motorist doesn't understand what these systems are. Many of them are annoyed by them." Chris said.
"If you've ever driven a vehicle with a lane departure warning, that kinda warns you when you're getting outside the white lines. But if you have lane keep assist where it nudges you and tries to steer you back into the centre of the lane, and our customers are still doing that today. Yet this past month, we had the highest casualty rate in our industry over the last decade of vehicles on the road that caused injuries or casualties caused by a motor vehicle accident." With all these new technologies still in play today on the vehicles being sold. Why do we still see that? It's because the new car dealer, the salesperson that sold the vehicle, didn't onboard the motorist in a way that helped them understand the value of keeping those systems on and what it can do for them.
When we look at ADAS systems, there are many items that people don't recognize as advanced driver assist systems, including things like pretension seat belts, that in a collision when you apply the brakes or the system uses the brakes automatically, it pretensions that seatbelt cis it up against your body So when your mass moves forward, it tries to arrest that momentum and prevents injury. And that's super critical to recognize. But does the consumer know that? No, they don't.
Vehicles are more complex today than they were last year, and that's going to increase every year to the point in the next couple of years, every vehicle will have multiple systems on board that are either voluntarily installed because the manufacturers knew that NTSA, the National Highway Transportation and Safety Administration would require them to do that, like an automated emergency brake.
So the complexity is increasing. That impacts everything that happens in the dealer, in the collision centre. I don't care where you're approaching that vehicle from a service perspective; it influences your workflow and your technician's skill set and affects the standards in which you take the car in. As we take those vehicles in, we've got to process them differently. We also need to make sure we have the right parts available to service those vehicles.
When we're looking at especially workflow, it's that Pre-Repair scan that we've got to perform on every vehicle that comes into the collision centre because of the carriers. The insurance companies want to know what was going on with that vehicle before the collision cause they don't want to pay for it.
And the Collision Center needs to know so that they know how to approach this vehicle and what repairs and or calibrations need to be made to that vehicle before they return it to the motorist so it's operating exactly as the manufacturer designed it to work. And if it's not, the collision Center opens itself up to massive litigation and liability, High risk because it's not the dent in the fender or the quarter panel or the ADAS sensor that was damaged and needed to be replaced recalibrated that costs money. It's bodily injury that costs money. And you've got to protect yourself from that. So pre-Repair Scan is what Repairfy does.
Part of Repairfy's core business, especially the new car dealers and your collision centres that you partner with or that you own and feed all of your dealers into that collision centre, you're asking us for OEM factory tools to be used to perform Those scans, and that's what repairfy does. They have a data centre with more than a thousand factory tools for all makes and models virtualize that you connect remotely to a device from which you plug into the vehicle. We perform that scan for you and provide you with that report in minutes. So you can make those decisions while standing in front of the customer, both collision and mechanical. That helps you set the standards of expectation with that motorist. And at the end of the day, that's what's important because they're worried about their car getting fixed so they can carry on with life.
With the shortage of chips going on in our industry. What role does that play in a service department's ability to source and order parts and repair and reprogram those ADAS systems?
We build technology that has chipsets in them. But manufacturers of vehicles have gotten to the point where they are short in chips; now, let's think about how many chips or chipsets. Semiconductor wafers are on an average vehicle on the showroom floor today with ADAS features installed. It can be as many as 3000 chips on board that vehicle, and so you're hearing news of manufacturers leaving fragments out of the cars because they can't get enough of them or the right ones.
To be able to activate things like seat heaters. A seat heater is a creature comfort, a handy feature, but not a safety feature.
They are announcing that they're setting those aside. Now they're not leaving the chip out of the car; they're leaving the module that the chip is installed in out of the vehicle. So that feature is not active. This brings in two issues: It doesn't work if they don't install the module. An example is GM, who told us about their lack of chips. The question is: Are they modifying their build data, which is the data that the factory gathers and puts in a database based on the VIN number of that vehicle going down the assembly line listing what they installed in that particular car or truck? Are they installing that in their build data sets? If they aren't, then we in the service lanes, when we do a pre-repair scan, If that vehicle is supposed to have that module and it doesn't, and it says in the build data that it's supposed to have that module, but we scan the vehicle, and we can't communicate with it.
We go looking for the module visually. We can't trust that the build data is accurate on some of these vehicles, so we're going to enter a period where we'll have to Question trust but verify everything from the information that we get from the manufacturer concerning what's installed on the vehicle.
Listen to the episode featuring Chris Chesney for even more insights!
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We celebrate a milestone: Our 100th episode! In this special episode, I gathered my friends Tully Williams, Ed Roberts, Shon Kingrey, and Michael Cirillo. We reflect on the highs and lows of our journey so far, including our recent placement in the top 40 of all business podcasts.
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What we discuss in this episode:
While headlines tend to focus on new-car sales, savvy dealers know that fixed operations are really what keep franchised dealerships afloat.
Inventory shortages, digital retailing and pricing transparency, and rapidly expanding electrification are just a few of the new developments that are set to disrupt the service and parts industry as much as they did the new car sector. Dealers should use this time to reevaluate their approaches, perhaps even starting from scratch with how they approach this crucial aspect of their business.
Although dealers have limited control over part shortages, the remaining problems are primed for a new strategy. In recent years, the profit margin for car dealerships has shifted from vehicle sales to fixed operations. Currently, 49% of a dealership's gross is generated through fixed operations. Most automobile lots have distinct sections for selling cars and maintaining the lots. Even though it is the norm for a dealership's fixed operations (parts, service, and body shop) to operate independently, this division can have a negative impact on a business's bottom line and efficiency.
If this sounds similar, you'll be relieved to know that the problem of fixed operational dealerships may be easily solved, and the benefits of a more cooperative workplace can be realized immediately.
Here are just but a few take aways from the episode:
create a strategy
Engage in conversation with your target audience, choose the best course of action based on their needs, and launch an offensive.
Build a strong sense of community inside your dealership.
Occasionally, we find ourselves cooped up in an office with no idea what's going on outside. Your staff members must feel comfortable coming to you with both complaints and compliments. With proper coordination and open lines of communication, your team will be prepared to adapt and require open lines of communication, so how accessible are your teams? Do you keep in regular contact with your staff? And this is the crux of the problem.
The secondary auto industry is quickly adjusting to reality.No cars have arrived yet, and fixing this will not happen before 2023. Fixed operations and prioritizing customer satisfaction are the keys. Let's have a conversation about how we can improve your dealership. Consider what we can do now, in December, and throughout the year 2023.
As part of the switch to electric vehicles, retailers will have the chance to update their permanent infrastructure. Current service profits are healthy, and they have the potential to grow in the future if dealers adopt innovative practices to improve their services and inventory.
A total of 100 episodes I can count on one hand the number of times I've been trusted with someone's tale or given the opportunity to glean their insight. It has been my pleasure to contribute to the development of the lovely you a hundred times over.
Please enjoy this brief trip down memory lane as we revisit the teachings and healings of those who have helped us make positive, lasting changes in our lives. Kindly subscribe and tell your friends about the "Fixed Ops Roundtable" podcast as we celebrate our 100th episode!
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Dave Boyle is the President and Chief Executive Officer of TraXtion. David brings more than 25 years of experience in the automotive industry to his position as CEO of TraXtion. David is directly responsible for all elements of TraXtion's North American company in his role as president and chief executive officer. David has put in thousands of hours in dealerships across the United States and Canada over the course of his career and is a recognized authority on dealership fixed operations.
In this episode, Dave returns to the Fixed Ops Roundtable to elaborate on how dealers can recognize, tackle, address, and take on the tire business to increase profitability and loyalty and examine tire sales as a means to increase customer loyalty. Consequently, if you want to develop your business by increasing your active customer base, average transaction value, and frequency of purchases, tune in today!
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What we discuss in this episode:
RO counts all across the board are going to drop very soon, coming from the fact that we've had these unprecedented two events in the last 24 months between COVID and the supply chain issues. We've lost a lot of cars from the parking lot because we're not selling as many.
Our industry has grown by selling cars and then servicing the vehicles that we sell.We're not very good at going out and doing what the aftermarket does and going after cars that are not necessarily cars that we sold. Most of our service departments rely heavily, if not exclusively, on the cars that we sell,and if we're not selling them, this is an alarming thing that, quite frankly, I don't think we've ever seen before. And while this is challenging, the impact on service is going to be something we've never seen before.
Those cars that we haven't been selling are going to come back to bite us in the service department, and I think that service managers need to be prepared for this and learn to fix thisIn the face of all this doom and gloom.
Boyle claims that electric vehicles will cause a dramatic shift in how service departments are utilized by dealerships. No oil changes will be necessary for EVs, eliminating one of the most popular reasons for customers to return to the dealership. According to Boyle, the issue is not the potential loss of income from services like oil changes but rather the motivation for the consumer to visit the dealership in the first place. the fact that it's been going away for decades as we went from 3000 miles to 5,000 miles to 10,000 miles now to whenever the light comes on, and it's not revenue that we lose. There's something much bigger at play, and that's the fact that we've used the oil change forever as the trigger for the service visit every maintenance.
Every maintenance bundle is centered around an oil change. And we've used the oil change for as long as the trigger tells us to come in and get the rest of the maintenance work done. When
that goes away with VST in particular, what's going to be the trigger? What are we going to have the customer come back in for? It will not be for an oil change.So we need to think about how we can get around this and still be successful while having our customers return on a regular basis,and if we start to have fewer service visits over time, it's going to be devastating for the industry. So we need to give some thought to what is going to be the trigger. What are we planning on inviting people to?The industry has built an entire procedure around oil changes at preset intervals, which allows for a multipoint check and the discovery of additional work. When the service of oil changing no longer exists, what then? When there's no motivation for customers to make regular dealership visits, what will happen?
Thirdly, it’s the potential labor shortage that we've got with particular technicians. And it's not just technicians; obviously, it's service advisors and everybody else that we need to keep our service operations running. But the shortage of particular technicians is going to be tough. It is a tough one, and it's going to continue to be a tough one going forward.
One of the things that we should focus on specifically is what kind of labor you need. What kind of people do we need? What kind of technicians do we need? And is that going to change over time? Obviously, we still require technicians who can perform diagnostic work, but if you believe any of the other claims, such as tire work, brake work, or maintenance type work, that will still be required, whether it's an ice engine or an electric vehicle. Those are the types of technicians that can be a growth area in our business. The diagnostic technicians and the guys that can fix problems are still going to be needed, but things like over-the-air diagnostics are going to be a key piece of a dealer service department's future without a doubt.
Boyle claims that maximization of profits is secondary to maintaining an existing clientele. As only about one-third of clients return after making a purchase, the oil change is a means of keeping them coming back. Boyle says, "Tires are the new oil changes."
Boyle claims that tires are custom-made for each car. If dealers want to bring customers back, he thinks they need to present themselves as tire specialists. He claims that dealers are losing out on business if they don't offer tires.
Tire shops can make more money by offering upkeep and repairs as add-on services. If they don't sell tires, tire change shops can't compete with big chains that offer more services besides tires.
Listen to the episode featuring David Boyle for even more insights!
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Cuyler Owens is the Chief Commercial Officer at DealerWare - Dealerware is modern fleet management for the modern retailer. The Delaware-connected car platform elevates the service experience for dealerships, dealer groups and OEMs. By automating cost recovery, improving efficiencies, and promoting the customer experience, Delaware allows automotive retailers to lower the cost and complexity associated with managing courtesy vehicles, retail rental, and subscription programs. Launched in 2016, Delaware today contains tens of thousands of cars for hundreds of dealerships in North America, including the top 10 public dealer groups, across 28 OEM brands.
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What we discuss in this episode:
In this show episode, Cuyler talks about The Cost of Every Vehicle Sold. In a time of shrinking margins, better-educated consumers and increased demand for transparency, dealerships need to maximize all their assets to survive and thrive.
One of the dealership's most visible assets – and often the most significant source of wasted budget and opportunity – is vehicle inventory. Choices made here can quickly create or break profitability.
Cuyler begins the episode by talking about the "Marshmallow experiment." - delayed and instant gratification. The experiment began by bringing each child into a private room, sitting them down in a chair, and placing a marshmallow on the table in front of them. At this point, the researcher offered a deal to the child. The researcher told the child that he would leave the room and that if the child did not eat the marshmallow while he was away, they would be rewarded with a second marshmallow. However, if the child decided to eat the first one before the researcher returned, they would not get a second marshmallow. So the choice was simple: one treat right now or two treats later.
He discusses how we can apply the marshmallow test approach taking advantage of the current situation in the auto market, considering that prices have never been higher on used Vehicles. The automotive industry has seen tremendous financial gains based on some pricing going away even at the OEM level because the demand is so high and the inventory's low.
What would happen if you decided not to sell those vehicles and if you built those into a larger, longer-term business strategy?
Dealers keeping a used or older inventory in their fleets are seeing some exciting benefits; additional monthly repair orders are generated for every vehicle you'll have. This means there are more appointments, and you're taking care of those customers, which is essential because you have RO revenue that's being generated. Still, it's also highly beneficial from a customer satisfaction perspective And retention rates.
This proves the point that there is an opportunity to look at the long-term value of that customer. By providing those fleets, you've got options to meet customers and take care of them at a time when maybe you could jump into a quick sale of that vehicle but instead decide to build the lifetime value of that customer.
The point is that having vehicles on the lot is critically essential to the long-term engagement with the customer, customer retention and the value you're delivering to that customer because we're not looking for a one-time engagement, as all of the money lies within this customer's life cycle and the customer's lifetime value.
Quoting, "A vehicle that's a high gross nine months from now, 12 months from now, is probably still going to be a high gross vehicle."
Profitability is certainly where we're headed. This is an excellent opportunity to look at the marshmallow test and understand the deferred gratification of taking care of your customers, making sure they have fleets available and testing some new business models. It gives you an excellent opportunity to build for the future and a long-term relationship with your customers.
Listen to the episode featuring Cuyler Owens for even more insights!
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Thanks, Cuyler Owens
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Anthony Giagnacovo is the CEO of CallRevu, a call tracking and monitoring technology designed to provide car dealerships nationwide with a clearer perspective of their phone operations. Ultimately, this knowledge enables dealerships to interact with prospective clients and sell more vehicles.
In this show episode, Anthony discusses how a new sentiment metric is used to evaluate phone calls. By monitoring customer phone calls and teaching robots to recognize "how you say it," companies can better cater to their client's wants and needs. A customer experience is delivered alongside the usage of data to improve the customer's journey.
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What we discuss in this episode:
Giagnacovo begins the conversation by sharing The importance of Customer Service in the Automotive industry and how he thinks service is becoming such an essential aspect of the auto business. An example statement is, "A satisfied service customer is a strong potential new customer to buy cars or come back and buy a new car in the future."
When it comes to running an automotive dealership, several statements of truth apply: one of them being each Call Has The Potential To Serve A Customer, Book An Appointment, Sell Parts, Upsell A Promotion And Enhance A Customer's Loyalty.
With a monthly rise in service calls, more than 42 per cent still need to be answered because they are either ignored or sent to voice mail. This reveals the need to track, manage, and document each call to guarantee the quality of service your clients expect. If you don't, your clients will quickly figure out that you aren't the only option in town. They'll start patronizing your rivals down the street, leaving you with lost sales and possibly negative Customer Satisfaction Index (CSI) ratings despite your advertising efforts.
This calls for the question, "what could be done to manage this influx of service calls?" The simple answer is integrating a communication intelligence platform that enables call management for the whole dealership, including sales, service, marketing, and online retail.
CallRevu knows that a typical dealership tracks more than 500 calls per month to the Service department. Keeping up with and managing this many calls can be a huge hassle. Inevitably, some calls will not make it through. For this reason, you should think about investing in a CI system that not only aids in the tracking, routing, and monitoring of calls but also makes use of cutting-edge artificial intelligence (AI) and automotive call experts to record the entire call experience for the customer, including a summary and transcription, and to recognize keywords and sentiments so that you are notified via mobile device within minutes of a call being received. Automobile dealers may determine which clients they are missing by utilizing contemporary analytics. These consumers, he claims, are significant since they are not entering the dealership.
Receiving automated mobile alerts will enable your team to act quickly and respond to your customers' inquiries, so they feel valued and appreciated.
Listen to the episode featuring Anthony Giagnacovo for even more insights!
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Steve Greenfield is the Founder and Chief Executive Officer of Automotive Ventures, a company that provides entrepreneurs, businesses, and investors in the automotive industry with industry-specific information, early-stage venture financing, strategic consultancy, and extensive contacts. Steve has more than 20 years of experience in the automotive technology space, and He is also the Author of the new book "The Future of Automotive Retail."
In this show episode, Steve discusses the changing agency paradigm and offers a sneak peek at some things that are changing our industry quickly.
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What we discuss in this episode:
In this new sales model, dealers take on the role of "agents" who represent the OEM, facilitating sales that are conducted directly between the OEM and the customer. With dealers acting as intermediaries, the dealership takes on the role of an "experience center" that provides value through in-person contacts, technology, sales consultation, test drives, and car handover.
Although adopting an agency model has obvious advantages for OEMs, it is crucial that OEMs also consider the risks involved, including those related to dealing with current dealers during the transition and operational risks for the OEM moving forward.
To reshape the relationship between the manufacturer and the dealer and give the manufacturer considerably more control over inventory, advertising, and the customer experience, Steve discusses how OEMs will embrace an agency model. Using Europe and Australia as extreme examples, where dealers are largely redefined into just being an agent where they are a point of distribution for the consumer to come in and pick up the car they've already ordered and still service the vehicles, there is currently a lot of anxiety regarding servicing because as we aggressively move toward electrification, those cars will be much more dependable. Therefore, these vehicles will be much more reliable and be in the shop less frequently, both from a service interval and a components aspect.
He discusses the standard risk assessment, which he refers to as "the automotive ventures retail risk assessment," to determine the likelihood of any given event. Then, what will be the impact's size if it does occur? So that we won't become overburdened by all of these other concerns. And instead, only concentrate on those that are more likely to have a significant influence.
Dealers need to be ready for the possibility that most of the recall work may be completed, except for instances where hardware changes to the vehicle are required. By eliminating the need to bring automobiles in for warranty or recall repair, you will need to be able to deploy a software update and alter the characteristics. They will, therefore, proactively depend on the consultancy company.
Since these cars will have fewer or longer service intervals, there will be many changes to the dealer service base. They won't spend as much time in the shop, and there will be less demand for components from owners, mechanics, and those working on these vehicles. On the other hand, you will require highly skilled technician skills. You'll need sophisticated tools. Because I believe independent shops won't have the technical expertise or the tools needed to work on these cars, I think the countervailing effect for us will be a higher billable rate when we are working on these cars and a significantly lower defection rate at the end of the warranty period. The vehicles are likely seen less frequently in terms of frequency, but the average repair cost could be higher. Additionally, franchise dealers may enjoy substantially higher levels of customer loyalty, which has a strong deterrent effect.
Listen to the episode featuring Steve Greenfield for even more insights!
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Thanks, Steve Greenfield
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Jim Roche is the founder and the executive chairman of WarrCloud - a cloud computing technology platform that automates warranty processing for automotive dealers.
In this show episode, Jim and I talk about the future of warranty processing and how it's a big part of the dealer's business.
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What we discuss in this episode:
Warranty processing has been neglected despite the digital transformations occurring across the auto retail experience. It's likely that you are currently being marketed or have already incorporated a variety of solutions that are all intended to simplify your marketing and business processes so you can accomplish more and close more sales. Additionally, there is a good chance that none of these solutions address warranty processing, which is the most underutilized and antiquated aspect of a dealership's operations.
Jim starts the episode by talking about how to turbocharge your service growth with the objective being profitable growth. With the press recently talking about how some OEMs appear to be positioned to sell vehicles directly or through websites, the hypothesis is that going forward; dealers might become more service centers and delivery centers than the traditional dealer model of today. This brings the question of what the role will be going forward for selling vehicles, leading us to serve as the new profit driver. Excellent service will be the dealership's new profit driver from now on.
So what's driving your service department growth is the warranty, and what's driving that growth and warranty? We're just at the beginning of how much technology is being inserted into the vehicles, and it is that increasing amount of technology and this increasing complexity in vehicles that are the primary driver of this increasing warranty.
Jim explains that warranty processing is one of the few remaining areas of the dealer That have not been streamlined by technology. Automation typically reduces costs by over 50%, but maybe more importantly, technology brings a scalable solution now and into the future. This solves your turnover and employee retention problem. It also future proofs your warranty processing as we go into the future, which is critical because we're going to see warranties continue to go up and become a bigger and bigger part of your business which, when appropriately priced, converts fixed expenses into variable costs, which is more advantageous when your costs adjust to how well your business is doing.
The key to long-term profit is automation. Ideally, how this automation will work is repair orders would be extracted from your DMS system, would take into account all of the needs of the various elements of warranty processing, what the OEM needs to see, what the dealer needs to have to happen, and what the capabilities of your DMS. It would provide that automation, which would only get human beings involved when necessary. That's where you can leverage technology to bring efficiencies, drive down costs, and protect yourself in the future, which concludes that Vehicle sales going forward will be unreliable. There will be fewer sales, and they'll have a declining margin. Service will be the driver of dealer profitability, and warranty is the new growth engine of service.
Listen to the episode featuring Jim Roche for even more insights!
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David Spisak is the founder and CEO of Disruptive Growth Solutions and the podcast host of The David Spisak Show. In this show episode, David delves into auto sector trends. What will the future of the automotive industry be? How has COVID-19 changed the auto industry and many more.
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What we discuss in this episode:
David talks about the positive and negative effects of Covid 19 in relation to automotive industry, it’s natural to wonder what the “next normal” for the auto sector will look like. Over the past few months, we’ve seen the first indicators of this automotive future becoming visible, with the biggest industry changes yet to come.
At the operational level, the pandemic has accelerated developments in the automotive industry that began several years ago. Many of these changes are largely positive, such as the growth of online traffic and the 100% restoration of brand value. Some, on the other hand, can have bad effects, like the fact that the number of units in use has gone down because we haven't had enough inventory for over two years and that the number of warranty tickets has gone down.
As dealers try to get out of this crisis, people in charge of the auto industry might be able to gain an advantage by rethinking their organizations and how they work. Don't worry about what we can't control. Let's focus 100% of our energy on doing what we do best, and that's figuring out, again, how to reinvent and, as always, remain forever resilient. "
Listen to the episode featuring David Spisak for even more insights!
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Chris Saraceno is the Vice President and Partner at Kelly Automotive Group and the best-selling author of the Theory of 5. In this episode of The Fixed Ops Roundtable podcast, Chris provides an look inside at what is driving Kelly Automotive Group's success.
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What we discuss in this episode:
Chris explains that people are the most precious commodity because it's impossible to create a culture without them. It all starts with the recruiting process for Kelly Automotive Group. "The way we recruit, hire, and train people really helps how they are invited into our culture and help grow one another. We make sure that they have everything they need before they even start the job so that they are well equipped to perform."
Listen to the episode featuring Chris Saraceno for even more insights!
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Thanks, Chris Saraceno
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Art Shaw is the CEO of RepairPal, the leading online marketplace for consumers to find a trusted place to get their cars fixed. In this show episode, you'll hear Art's keynote presentation from the Fixed Ops Roundtable Roaring Twenties event.
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During his keynote presentation, Art shares his thoughts about providing the best after-sales experience for car buyers so that they aren't forgotten about and that dealers can continue to provide more value to the customer while increasing their ability to obtain recurring profits.
Dealers run complicated businesses with many moving parts. Art offers his best advice about how car dealers can navigate the miscellany of daily work while remaining focused on the consumer.
Listen to the episode featuring Art Shaw for even more insights!
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Thanks, Art Shaw
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Marco Zwanenburg is a service technician from Naples Luxury Imports and is also one of the founding members of the Fixed Ops Roundtable.
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What we discuss in this episode:
- Marco understands the importance of service technicians and departments in the community. It's not just about fixing vehicles, it's about making sure that ambulances run, and that firetrucks are available and ready — something that we tend not to think about from day to day.
- On the retail side of the business, there was a lot of conversation about how supply shortages really affected ones ability to sell vehicles, overlooking the fact that it also meant technicians in many areas were completely overworked.
Listen to the episode featuring Marco Zwanenburg for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
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Owen Moon is the Chief Executive Officer of Fixed Ops Digital, an agency devoted to helping dealership fixed ops departments grow their online presence. In this episode of the Fixed Ops Roundtable podcast, Owen shares some valuable insights about Google Analytics 4 (GA4) for car dealers.
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What we discuss in this episode:
Car dealers need to control their analytics accounts and have a baseline understanding of what's available inside of Google Analytics to understand how they perform online. Google is revamping their entire analytics offering to make it more streamlined and intelligent so that companies can understand even more about their online performance.
Listen to the episode featuring Owen Moon for even more insights!
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Thanks, Owen Moon
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Sarah Vantine is the vice president of business development strategy at Quantum 5, and is still fresh from retail, having worked for a large dealer group in North Carolina, USA. She's a great friend of the fixed operations community and is a previous best practice award winner.
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What we discuss in this episode:
Modern dealerships are a people business. People are the main differentiator from one dealership to another, and it's with the belief that people matter that Sarah Vantine shapes the narrative of this podcast episode.
"We really believe that it's the people in your organization and the people in your business development center that are the difference between what a customer experiences and having a memorable one that is impactful, that then drives retention and loyalty to your store."
Listen to the episode featuring Sarah Vantine for even more insights!
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Thanks, Sarah Vantine
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Tully Williams (a.k.a. the John Madden of the Car Business) is the Fixed Operations Director of the Niello Group. He joins the podcast to give a play-by-play breakdown of a successful fixed operations department.
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What we discuss in this episode:
Tully breaks down what a successful fixed operations department should and can look like including the people and skillsets required. It's one thing to hire people, it's another thing to ensure that they are empowered to do their jobs and achieve growth.
Listen to the episode featuring Tully Williams for even more insights!
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Thanks, Tully Williams!
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Scott Simons is the President and Managing Partner at Valley Group, part of the CMA auto group. Scott sees the car business from a different vantage point than most dealers. He's willing to get his fingers in the dirt, so to speak, and never requires his team to do something that he's not willing to commit to himself.
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What we discuss in this episode:
- Scott provides an inside look at his organization which spans several franchises, including Chrysler, Dodge, Honda, Jeep, Nissa, Ram, Subaru, and VW. He has stewardship for over 170 employees and is keenly focused on creating a high-achievement culture.
- Scott shares that sometimes it's easy to get fixated so much on accomplishing a goal that we lose who we are as individuals. We lose focus on what truly matters because we forget what can help us drive goals forward: relationships of trust with other people!
- Scott's organization is an ESOP, which means that employees own 25% of the organization. They take 10% of the company's net profit and distribute it amongst their people. In addition, they've created a program for employees where they will pay to send them to college. Scott attributes much of their success to that heavy investment in their people.
Listen to the episode featuring Scott Simons for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
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Thanks, Scott Simons!
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Michael Weldon is the Fixed Operations Director at the Hansel Automotive Group in Santa Rosa, California. In his role, he oversees the fixed operations department of 8 rooftops and leads a team of 146 members.
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What we discuss in this episode:
Michael speaks about the importance of counseling one another at the leadership level to determine what will drive the business to grow. He offers that at Hansel, it's about the community, it's about the customers, and it's about the employees.
When asked about the challenges he faces, Michael explains that the name of the game is people. When dealing with people and different personalities, the leader needs to stay connected and spend time with each team member.
"We've now introduced into our climate a lot of younger people, different generations that don't always think the same that we did in our youth. You have to adjust and pivot and come up with new techniques to get them engaged and enjoy doing their job and to get the desired outcome by their performance."
Listen to the episode featuring Michael Weldon for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
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Thanks, Mike Weldon
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Holden Scott is the fixed operations director at Regal Nissan and is one of the up-and-coming new players we are seeing on social media. He leads an impressive organization and thinks outside the box as the industry moves into a new era of automotive retail and fixed operations.
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What we discuss in this episode:
- Holden started working for Regal right out of the Marine Corps in 2011 with his first job being a dispatcher and helping book warranty work. After doing that job for a few months, he became a service advisor.
- Holden admits that his time as a service advisor was not his favorite, especially coming from a structured environment like the Marine Corps and then sort of getting thrown into the service department. There wasn't any structure — each day the job looked completely different. Holden recalls that at one point, he seriously considered going back to the military.
- Today, Holden encourages automotive professionals to control what they can control. Create process and structure that is scaleable and predictable. A lot of that comes down to mindset and attitude. "A lot of things can go wrong, but I can always choose to have a good attitude about it. And I can always choose how I treat people."
Listen to the episode featuring Holden Scott for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Holden Scott!
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Michael Barich is a seasoned dealership fixed operation professional who's career spans the decades back to the early 1990s. During that time he has worked as a service director for several different dealerships and now helps dealers as a consultant with BAR Automotive.
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What we discuss in this episode:
00:56 - Ted notes that it's a lot of fun following Michael on social media where he showcased the work him and his team accomplished while working at Murfreesboro Nissan.
"That's the part that always inspired me from the get go was the ability to coach and teach and train people and watch their success in their career path. It has always been my favorite part."
3:35 - Michael's first job as a manager was when he served as a parts manager, and notes that the experience really helped him understand both sides of the fixed ops department.
9:35 - Michael believes that winning in fixed ops requires a competitive nature, and leaders who want to help their team win.
"I would first tell everybody to maintain being a student. I think being a student allows us to continue to grow. In this business, there's a lot of information that gets shared on a daily basis and I think for me, it's always inspired me to be a lifelong student."
Listen to the episode featuring Michael Barich for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
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Thanks, Guest Name
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Leonard A. Bellavia is the founding partner at Bellavia Blatt (dealerlaw.com) and specializes in dealership franchise law. With the variety of announcements coming from OEMs, including class action lawsuits in Australia, it's timely that Leonard joins us to discuss the future of retail automotive and answer the question: Are OEMs taking over for franchise dealers?
What we discuss in this episode:
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What we discuss in this episode:
03:25 - Are dealers going to be at risk of being cut out of the sales process? Leonard explains that the franchise system has been in place for a hundred plus years, which begs the question: Is something that's not broken really in need of repair?
"The concept of radicalizing and revolutionizing changes to the auto franchise system is nothing new. We saw it in the eighties and then with companies like Saturn. We could probably write a book on all of the things that were supposed to radically change the way cars get sold to the public, but low and behold, we seem to always revert back to the good old hometown dealer."
07:23 - Leonard shares that manufacturers will say that things need to chang because the public "doesn't like the current system of buying a car." They aren't wrong. The current experience takes longer than it should and it's not convenient to have to wait through the back and forth.
If anything, this should cause dealers to look deeply at the customer experience they are offering. As Len points out, "the problem with the term customer experience is that it's being relied upon too heavily as a scaepgot for changing the whole system. Dealers and OEMs are in lockstep. They both want the customer experience to be positive, so sometimes the manufacturer will say that they are going to make changes because they want to try and improve the way dealers treat the consumer. But dealers treat the consumer pretty well, and they are trying to improve."
Listen to the episode featuring Leonard Bellavia for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
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Thanks, Leonard Bellavia!
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Dealership fixed operations continue to evolve, especially in the last few years when more dealerships are offering mobile service solutions. Ed Robert, Mark Mickens, and Robert Stage are join the podcast and share their insights about mobile fixed operations.
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What we discuss in this episode:
01:52 - Mobile fixed ops services are the way of the future and an opportunity just sitting in front of car dealership. Ed Roberts, Chief Operations Officer at Bozard Ford, Lincoln shares that including his mobile units, he has a capacity of 103 stalls. "I have 98 here at the store that I can't move very easily and then five that I could roll around."
03:23 - Mark Mickens is located 20 miles outside of New York City. Because everything is so close to the city, having mobile units on the road allows his dealership to service more customers and increase the customer base for the store. "I would recommend it to everybody."
06:32 - Facebook has been a great channel for letting existing and new potential customers know about the dealership's mobile service abilities.
08:56 - "Every time I add a truck, it stays busy from day one. we don't even add it to the website because it's full without the extra advertising."
Listen to the episode featuring Ed Roberts, Mark Mickens, and Robert Stage for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
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John Riffe is the Fixed Ops Installer at DealerBuilt, a highly-flexible, enterprise-class ceDMS (consumer experience dealer management system) that empowers forward-looking auto dealers to realize their unique vision for their dealership.
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What we discuss in this episode:
01:15 - Ted shares how interesting it is that, especially in the last two years, that has been a spike in interest around the dealership fixed operations department. John adds that he believes the interest was always there. Traditionally fixed ops were at the back of the operation, which made it less visible. Still, in recent years it has moved more to the forefront with a heightened awareness of the importance of investing in the back-end.
02:40 - Dealers are increasingly interested in leveraging the back end of the business because they understand how the fixed ops department contributes to the bottom line revenue.
03:25 - John shares about some of the under-utilized possibilities when it comes to dealers using the DealerBuilt software.
07:00 - Ted asks John about ways to speed up customer service times, especially as it pertains to parts orders and other supply chain issues. The key is getting the fixed ops department to be more unified and getting the two departments (parts and service) to work more closely together as one.
Listen to the full episode featuring John Riffe for even more insights!
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- Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
- Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, John Riffe!
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Mike Rich is the VP of Marketing at RevolutionParts, an easy-to-manage solution helping car dealers revolutionize how they sell and source auto parts.
What we discuss in this episode:
01:47 - Mike is on a mission to remove as much friction from the auto parts department possible so that customers and dealerships can experience greater success. The result of this mission has led to what Mike calls a "crowdsourced" parts delivery program leveraging FedEx, Doordash, Lyft, and Uber.
03:45 - Dealers are benefiting from this service, especially as it pertains to service departments, and making sure they are turning over service lanes as quickly as possible. In particular, Mike and RevolutionParts can speed up parts delivered to the store so that vehicles can get repaired much quicker.
Crowdsourcing parts delivery through partners is also saving dealers money in terms of not needing a full-time staff member. "One of the things we talk about a lot is the cost of your own driver. Through the analysis we did, we found that the average driver in a dealership if he's doing about 300 deliveries a month, that's about $18 - $19 per delivery. So at $17 per delivery with this service, it's a great value at the end of the day."
Listen to the full episode featuring Mike Rich for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
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Thanks, Mike Rich
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Dale Pollak, the founder of vAuto, and Dennis McGinn, the owner of Rapid Recon join the Fixed Ops Roundtable to share their perspective on the used car retail market and some key, data-driven insights about where things might be heading in the near future.
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Key insights from this episode about the used car market:
01:40 - 2021 was a most unusual year in the retail automotive industry. Dale Pollak expresses that it's certainly the most unusual year that he has observed during his four-decade career within the auto industry.
"Aspects of the last year is that we saw a used car market, which throughout the entire year virtually all of the year appreciated. That just doesn't happen! We know that automobiles are a depreciating asset and yet across virtually every sector, a vehicle, every price class, appreciated."
03:44 - Cox economists have revised their 2022 trend forecast of used vehicle retail sales down approximately 500,000 units. What Dale believes will occur in the balance of 2022 is a seasonal depreciation trend that will likely be accelerated. We will continue to see rising interest rates which create headwinds for automobile buyers.
05:12 - Dale believes that more potential retail buyers will choose to hang onto their existing vehicles which have created a spike in business for fixed operations, maintenance, and repair which is all trending upward across the nation. That's not without its own challenges which include supply chain shortages for vehicle parts as well as shortages in the workforce.
10:14 - Dennis McGinn shares that vehicle reconditioning is a great are for dealers to find opportunities for improvement. He shares that last year (2021) dealers really couldn't do any wrong, but as we experience more margin compression in the coming weeks and months, it's important for dealers to pay closer attention.
Listen to the full episode featuring Dale Pollak and Dennis McGinn for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Dale Pollak and Dennis McGinn!
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Ali Reda is a car sales professional at Les Stanford Chevrolet Cadillac in Dearborn, Michigan, and holds the world record of 1582 vehicles sold in the year 2017 — a record previously held for 44 years by famed car salesman Joe Girard. Ali's unique approach to car sales is something that he claims, anyone can learn and joins the Fixed Ops Roundtable to share his secrets.
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What Ali Reda and Ted Ings discuss in this episode:
01:34 - Kara Delaine asks Ali what the secret is to selling over 100 cars per month. Ali shares that there is no substitution for work. "We all know that. You gotta put in the world and build community-based relationships. It's building one person at a time and it was one sale at a time. It wasn't anything that was easy — it took some time... I gotta give credit to my community because that's ultimately what helped us get to that level of sales."
02:26 - Ali shares more details about his journey to becoming the top car sales professional in the world. The recession of 2008 taught Ali that he needed to approach the car business differently than other car salespeople. It was a life-changing time. He recalls attending a seminar that he didn't have the desire to attend but left inspired by learning from individuals who were selling 60+ cars per month. Once Ali achieved 60 cars per month, he was encouraged to come up with a new number and his book of business continued to grow from there. One day at a time, and before he knew it Ali achieved 200+ cars in one month.
13:44 - Ali speaks about the level of partnership that he has with the dealership he works at. "Without my manager, Scott Montgomery encouraging me that I can do better, I wouldn't be where I am. He gave me the freedom to grow."
"The ownership plays an enormous part of it because they looked at it as a partnership." Ali recounts that they could see where he was headed and created space for helping him get there.
"There was a lot of trial and error." Something that many dealerships struggle with. When there is money on the line we tend to expect an answer to all of our operational and sales challenges. Having an environment to test things out is key.
Listen to the full episode featuring Ali Reda for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ali Reda
Connect with Ted Ings and the Fixed Ops Roundtable:
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Shon Kingrey is the Director of Fixed Operations at Step One Automotive Group, located in Fort Walton Beach, Florida, and joins the Fixed Ops Roundtable to share his experience overseeing 17 rooftops and 417 fixed operations employees.
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What Ted and Shon discuss in this episode:
04:43 - Shon explains that while 417 employees are a lot, it's important that they stay focused on how many family members are associated with that number. While other dealer groups were doing 30 or 40% cuts during the COVID pandemic, Step One Automotive is proud to have kept everyone gainfully employed.
05:35 - Shon shares how he got into the car business, in particular on the fixed operations side of the business from being a city boy who couldn't change a tire to the position he has now as fixed operations director. He spent three years as a general manager running both the front-end and back-end of the dealership but proudly exclaims, "I'm not a front-end guy. I'm a back-end guy. I'm a fixed ops guy — not a variable guy."
10:50 - Having stores located around the United States means that Shon has to keep track of many different styles of leadership remotely. "There are some managers who I talk to every day because they need that. There are others who quite frankly, don't want to hear from me."
11:23 - Shon explains that he feels his claim to fame is taking the time to really get to know his people — something worthwhile for anyone in a leadership position. There are accountability mechanisms in place that help the entire group function transparently. "I call out the good, the bad. We celebrate the victories and we challenge ourselves on the struggles we're having."
Listen to the full episode featuring Shon Kingrey for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Julie Douglas!
- Connect with Shon on Linkedin
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- Ted Ings on LinkedIn
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Julie Douglas is the president of DealerPay, LLC, a dealer-specific payment processing company. Julie is an experienced enterprise sales professional. She strives daily to attract, build and maintain long-term business relationships. Her assertive, yet honest approach to sales and business practices has proven successful for almost 20 years and her greatest reward is a happy customer.
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What Ted and Julie discuss in this episode:
01:21 - Julie shares her background and how she started DealerPay, LLC. The goal is to help retail automobile dealers maximize their productivity, increase client retention, and help them save on each transaction.
04:24 - The payment is really the last experience the customer has at the dealership, whether it's in person or remote. That means that there must be a lot of functionality that offers customers multiple ways to pay and to make sure that the process is secure, fast, and in line with how modern car buyers want to be treated.
05:39 - In today's world, we have to be more nimble with capturing payments. Dealers shouldn't have to mess around with depositing checks or waiting for funding. DealerPay makes the process more efficient and eliminates many of those challenges.
Listen to the full episode featuring Julie Douglas for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Julie Douglas!
- Connect with Julie on Linkedin
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Kaylee Felio is the sales and marketing manager for PartsEdge, a powerful tool to maximize the potential of parts managers through technology and a touch of consulting. Through her 7 ebooks, Kaylee is helping parts managers with the key areas that they should focus on to be more profitable and to increase their level of service to customers.
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What Ted and Kaylee discuss in this episode:
04:19 - Kaylee shares some of the exciting innovations she is seeing and hearing about throughout the industry that is helping grow fixed operations within stores and creating new synergies across technicians, service advisors, and parts advisors.
05:15 - When employees know what they are supposed to do, that helps improve culture and encourages top talent to stay and give their best to the organization. Quality of life is very important to the new and emerging generation of workers which means that money won't solve all problems for them.
07:22 - Once you've established a healthy working environment, it's important to share that culture with the outside world, showcasing what makes your store different than any of your competitors.
10:28 - Counseling with employees is a great strength for today's leaders. The majority of the time, employees have the solutions to the problems the dealership faces, it's just a matter of including your team in the process of solving those problems.
Listen to the full episode featuring Kaylee Felio for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Kaylee Felio!
- Connect with Kaylee on Linkedin
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Larry Daugherty is the Fixed Operations Manager for the Victory Automotive Group. Victory started in Morristown, Tennessee in 1997 with a single-point Nissan store and now they are up to 47 dealerships covering Nissan, Honda, Toyota, Chrysler, Ford, Chevrolet, and Lexus. Larry's perspective comes from leading over 1200 employees from coast to coast and shares valuable lessons learned spanning a 37-year career.
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What Ted Ings and Larry Daugherty discuss in this episode:
01:09 - Larry shares a little about the history of the Victory Automotive Group, from a single point Nissan store to their expansion across the nation with 47 stores.
02:53 - There is roughly 1200 fixed operations personnel within Larry's stewardship including porters, lot attendants, and detailers with about 800 technicians. Larry jokes that a big part of the job is staying true to his faith because it requires a lot of praying to keep up with everything happening across all fixed ops departments from coast to coast.
04:18 - Larry got his start in the car business washing cars and then moving up through oil changes, and tire swaps after graduating high school was hired by a Dodge dealership in Knoxville. For nearly 22 years Larry learned the ropes of the business, fell in love with it and the rest is history.
05:44 - Ted inquires about the support that is required for the 1200 employees to excel at their job. Larry shares that even though there are several layers of management between his front-line people and him, "they just need good, honest guidance from people that will sit there and listen to them, see what the complaints are. You can't always make everyone happy but at least if they know that you're working with them and trying to get to that next level, that specifies a lot."
06:46 - It's important to address employee issues immediately as they come up because the sooner you fix them, things will be so much better than if you keep putting those issues off.
08:46 - Larry explains that the most important aspect for car dealers to focus on this year and beyond is to ensure that their employees have an environment where they can be happy. When people are happy, your customers are going to be happy.
Listen to the full episode featuring Larry Daugherty for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Larry Daugherty!
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
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Ed Roberts is the Chief Operations Officer at Bozart Ford Lincoln, a dealership that has been ranked as one of the top 100 places to work in recent years. With one of the highest volume QuickLanes in the country, Ed has valuable information about how dealerships can increase profit and customer satisfaction through fixed operations.
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What Ted Ing and Ed Roberts Discuss in this episode:
01:28 - Ted observes that one of the things that people quickly see in Ed is that he has the attitude to be able to take on anything that's thrown his way. The car industry is evolving quickly, and dealers with a can-do attitude have a higher probability of not just surviving through the change, but thriving.
01:55 - Ed shares that people want to be led. When we provide our employees and teams with a path that they can see, then they buy in and push forward with it. While many organizations are worried about the great resignation happening in the country, Ed is focused on leveraging it to find and retain some of the best candidates available. "So yes, there is a lot to be said about the great resignation but we are embracing it."
04:05 - Our job as leaders is to make sure that we're painting a clear picture for our team and creating a path for them. Leaders in the automotive industry should be setting the vision for them to follow so that they can go forward and make things happen.
05:25 - When we train our people well and let them carry the torch, the job becomes less about retaining them than it is finding their replacement when they move up.
07:13 - We need to eliminate the fear of training our replacements. A lot of times we protect our own job, and we hold people back from doing that. Ed explains that at his store, they want to train their replacement no matter what role they are in. Everybody's job becomes easier because everybody understands the role in front of them.
Listen to the full episode featuring Ed Roberts for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Ed Roberts!
Connect with Ted Ings and the Fixed Ops Roundtable:
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Mike Rich is the VP of Marketing at RevolutionParts, an easy-to-manage solution that is helping car dealers revolutionize the way they sell and source auto parts.
In this episode of the Fixed Ops Roundtable, Mike shares findings from the RevolutionParts 2021 OEM e-commerce report.
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What Ted Ings and Mike Rich discuss in this episode:
01:20 - The OEM e-commerce report is released annually by RevolutionParts to review e-commerce trends over time to understand how the parts game has really evolved.
01:55 - In 2021 the industry saw a 30% increase in OEM parts growth ending the year with about $578 million in OEM parts sales.
03:57 - Mike expects to see some level of stabilization in the market moving through 2022 and beyond. RevolutionParts only expects to see an 11% growth rate in 2022 OEM parts sales, which contrasted to any other department in the store is still really exciting.
04:55 - The average age of cars on the road is 12 years old. That's the oldest they've ever been due to manufacturing shortages. As a result, consumers are interested in holding onto their vehicle for longer periods of time. That also means that consumers are interested in purchasing accessories for their vehicles.
11:26 - Dealers should be looking for ways to digitize their parts experience for customers; to streamline and make more accessible their parts catalog.
12:36 - Amazon currently is doubling down on OEM parts
14:55 - Mike shares that they've observed a 49% increase in mobile device parts purchases in the last year. That's an 8.4% increase from the previous year.
Listen to the full episode featuring Mike Rich for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mike Rich!
Connect with Ted Ings and the Fixed Ops Roundtable:
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Jim Pernas is the Vice President of fixed operations at Subaru of America, and a first-time guest at the Fixed Ops Roundtable. In this episode of the podcast, Jim shares his positive outlook about the various charitable contributions that the dealer network makes throughout the world, and why doing the right thing should continue to be a guiding principle of the retail automobile industry.
In addition, Jim shares about the incredible sales growth that Subaru has experienced and how that has increased the demand for fixed operations throughout the dealer network, and how they plan to address the supply chain needs into the foreseeable future.
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What Ted Ings and Jim Pernas discuss in this episode:
01:38 - Subaru believes deeply in giving back to the community and helping support community initiatives that are designed to enrich and enhance the lives of friends, loved ones, and neighbors.
02:53 - Subaru has been working closely with retailers on fixed operations expansion. To do so effectively, the OEM began looking internally to make sure that Subaru of America has the right infrastructure to support sustainable growth. This includes the expansion of their technical training centers to handle increased capacity.
04:45 - Jim explains that the lifetime value of a customer is phenomenal and it's so much less expensive to keep that customer coming back than it is to acquire a new customer.
06:37 - Jim shares what their fixed operations benchmarks are and what they find is important for service facilities to track.
13:32 - Jim shares about Subaru's "Share the Love" campaign, and it's focus on sharing love with others.
Listen to the full episode featuring Jim Pernas for even more insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jim Pernas!
Connect with Ted Ings and the Fixed Ops Roundtable:
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➡ Register for the upcoming Fixed Ops Roundtable Event ⬅
Fernando Arellano is the CEO of Step One Automotive Group and joins the Fixed Ops Roundtable to discuss how he's been able to lead his group to tremendous success by leveraging his global experience in the retail automobile industry.
What Ted Ings and Fernando Arellano discuss in this episode:
1:27 - Fernando explains that much of what he's been able to accomplish comes from his faith in a higher power. While working hard, he believes accounts for the majority of his success, that work is deeply rooted in the fact that he knows his efforts are elevated by something bigger than him.
1:42 - Fernando has a long history in the retail automobile industry including having a grandfather who owned a Chrysler dealership in Patagonia. His time on the manufacturer side of the business working around the globe has helped shaped his unique perspective about the car business that so few operators get to have.
5:18 - It's important to set yourself and your team up for success. That means measuring effectively the key elements of the dealership that will bring the best experience for both customers and employees. Fernando sees that his responsibility reaches much further than his brick and mortar locations. Step One's responsibility is for 789 families. It's not only about the paycheck, it's who is behind that paycheck, and taking care of the families within the business is of utmost importance.
21:51 - Fernando doesn't believe that there is a secret recipe to his organization's success. It's compassion. He's always reminding his team to show compassion and love to each other, to the customers, and throughout the community.
23:10 - Ted asks Fernando what he sees coming within the next year or two within the auto industry. Fernando shares that he sees a big disruption on the horizon. Customers are especially more educated now than ever before, and eCommerce will become an even more prominent role within the dealership.
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇
Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Connect with Ted Ings and the Fixed Ops Roundtable:
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Don Lindsay is the Major Account Sales Manager at BG Products, a company that is committed to maintaining vehicles through high-quality automotive maintenance services. In this episode of the podcast, Don explains what he sees as a big challenge throughout the industry, and also where massive opportunities will emerge.
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What Ted Ings and Don Lindsay discuss in this episode:
- Don shares how he got into the automotive industry and why he chose to work with BG products. In his new role with BG, he works closely with Lithia, a major automotive retailer.
- Ted inquires about the biggest challenge Don sees throughout the industry which has remained consistent over the years.
- People are a consistent challenge within the retail automobile industry, whether its retaining talent or acquiring talent; the challenge is that there is a seeming shortage of people.
- Nothing will compensate for training our people and developing or iterating processes within the retail dealership.
- Dealers should focus on updating their processes to streamline the experience for customers.
- Don believes that moving through the remainder of 2022 and into 2023 there is a huge opportunity for service departments to maintain vehicles. The industry will continue to observe high gross inflation, which may drive prices up on the fixed side of the operation, however, there is an upswing in the form of customers hanging onto their vehicles for longer periods of time.
- Listen to the full episode to get even more insights from Ted Ings and Don Lindsay.
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Thanks, Don Lindsay
Connect with Ted Ings and the Fixed Ops Roundtable:
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Steve Greenfield is the Founder and CEO of Automotive Ventures, a company focused on supporting automotive entrepreneurs, businesses, and investors with industry-specific resources, early-stage venture capital, strategic consulting, and extensive connections.
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What Ted Ings and Steve Greenfield discuss in this episode:
- The year-over-year growth of EV adoption is increasing, but it's still relatively low in contrast to gas-powered vehicles. While it may not be an issue for dealers in the next couple of years, they will continue to see EVs trickle in and take up more market share in the coming years.
- Many of the manufacturers have announced that they are going to go fully EV by 2030 - 2035, so dealers can expect to see a transition of the products they carry and will need to anticipate the needs of servicing those vehicles on-site.
- Electric Vehicles currently have fewer moving parts in comparison to the internal combustion engine which has over 2000 moving parts. While EVs only have about 20 moving parts, they are heavier and have much more torque which we can anticipate will drive more business on the wheel and tire side of the business.
- While tires aren't a high margin play for dealers, there are many options to explore to turn that into a recurring revenue stream for the store.
- We're hearing from General Motors that they expect after the dealers sell the vehicle, there's going to be all these subscription services. That means that the OEMs are already thinking about how to make less frequent visits for maintenance and turning that loss in potential margin into a more sustainable, predictable revenue stream. Car Dealers can do the same.
- GM is forecasting that by 2030 they will have an additional $25 Billion per year in additional high-margin revenue just from services that consumers subscribe to month-to-month.
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Thanks, Steve Greenfield
Connect with Ted Ings and the Fixed Ops Roundtable:
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Brian Benstock is a Partner, General Manager, and Vice President at Paragon Honda and Paragon Acura in Queens, New York. His leadership has led them to be the number one certified Honda and Acura dealer globally.
---> Register for the upcoming Fixed Ops Roundtable Event <--- What Ted Ings and Brian Benstock discuss in this episode:
- Brian has been able to remain ahead of the curve by providing concierge-level service, pickup, and delivery.
- Rather than complaining about evolving markets and consumer behavior, Brian chose to be inspired by the likes of Amazon and Google and look deeply within his dealership's operations and ask, "What would they do?"
- Change doesn't happen overnight. Brian recounts gathering his team together in 2016 to identify and provide solutions to the current challenges they faced in the market. "We went through a number of iterations and thoughts."
- By examining Amazon and Google, Brian shares a funny-but-true reality. The difference between the two giants is that Google brings a customer to the product through search, and Amazon brings a product to the customer.
- Brian chose to be inspired by this simple philosophy and began to examine whether or not there was a way to bring his services closer to a customer — to make the process more convenient for them, in a way that matched their lifestyle. This led to the dealership strategically placing drop-off service points throughout the city where service advisors would pick up cars and bring them back to the shop for service. Doing so made car repairs and maintenance more accessible to the general public because they can pick a location that was nearest them. This led Brian's team from 600 car pickups per month to over 1900.
- Brian suggests that dealers keep an eye on the horizon and anticipate what services trends are coming with electric vehicles. "You want to make sure you are involved heavily in those areas."
- Listen to the full episode for even more insights from Brian Benstock.
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Thanks, Brian Benstock!
Connect with Ted Ings and the Fixed Ops Roundtable:
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Greg Penske is the Chairman and CEO of the Penske Motor Group and joins the FIxed Ops Roundtable to share how his dealer group operates at peak performance. In this episode Greg shares the details of his thorough dealership hiring and onboarding process.
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What Ted Ings and Greg Penske discuss in this episode: * Greg shares that human capital and really taking the time to hire someone that's a great cultural fit goes a long way to increasing longevity in the business. * Each potential new hire goes through 5 rounds of vetting before they are offered a position with a Penske dealership. * It's the leadership team's job to think of themselves as "guest-relations" managers for their business. * When you treat your people with respect and ensure they have the right tools to perform, great things happen. * Longo Toyota sits on 55 acres in Los Angeles and speaks 48 different languages. * Greg shares that they are always looking at opportunities to acquire more stores, but that didn't come until they had an internal process to grow and nurture the company's internal guests (i.e., employees). * The average tenure of Greg's team members is extraordinarily high. * Greg has a saying, "hard to get in and hard to get out," in reference to the hiring process. He explains that having a robust onboarding experience which included setting clear expectations and how they operate contributes to low turnover. * When team members first start, they go through Penske College which really sets a tone and standard for new team members. * Leadership is constantly following up with team members at regularly scheduled intervals to ensure team members are enjoying their jobs or if pivots are required. * Listen to the full episode for even more insights from Greg Penske
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Thanks, Greg Penske!
Connect with Ted Ings and the Fixed Ops Roundtable: 1. Register for the next Fixed Ops Roundtable Event 2. Ted Ings on LinkedIn 3. Center for Performance Improvement
Bob Tasca is the Vice President of the Tasca Automotive Group and CEO of Tasca Racing. He is one of the most recognized and sought-after names within the retail automotive industry. His dealer group operates in 5 states.
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What Ted Ings and Bob Tasca discuss in this episode:
- Bob shares about the mental state required to race cars.
- Racing is the ultimate accountability machine. Whatever mistake is made, the car is going to find it in three seconds or less. The performance review is watched by 2 million people.
- Bob looks at what they do on the racetrack and brings it back to the dealership.
- What is the true definition of success? In racing, it's simple: the scoreboard has no friends.
- Bringing those philosophies back to the dealership, it becomes easy to understand what accountability mechanisms need to be in place in order to operate successfully.
- Bob clearly defines winning or losing, who are the top performers and bottom performers. He has created a very competitive environment in which personnel can compete to win each month.
- Ted asks about what Bob is processing in his mind as the race occurs. Bob shares that he's not thinking about anything other than winning. That is the mental state required to be successful. That is a mindset that is burned into you in racing. We're not there to get a sunburn, we're there to get a win. That is the same mentality that is leveraged back at the dealership.
- Bob's family has a saying, "Win on Sunday, Sell on Monday!"
- People want to relate with winners and brands that are successful.
- This mental state led Bob's team to become ranked 3rd in the world.
- "We measure our margin of victory in racing within thousandths of a second.
- Bob shares his views about electrification and how it will affect the retail automobile industry.
- Bob explains why he will never drive a fuel-powered engine as his daily driver ever again.
- The smart people out there are going to have to reinvent many aspects of the business to make way for electrification. The good news is that it's not going to happen overnight. It will be an evolution, but it's important to pay attention to it and do something about it!
- Listen to the full episode for even more insights from Bob Tasca.
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Thanks, Bob Tasca
If you enjoyed this episode featuring Bob Tasca, be sure to click the link below to say thanks!
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Connect with Ted Ings and the Fixed Ops Roundtable:
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Andrew Wright, the managing partner at Vinart Dealerships, joins the Roundtable to discuss a topic that they haven't explored in-depth until now. His dealer group is focused on utilizing the internet to provide better access and an improved customer experience to car shoppers in their markets. Based on an article Andrew wrote titled, "Auto Industry Stakeholders Need To Come Together On A Standardized Data Convention."
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What Ted Ings and Andrew Wright discuss in this episode:
- Andrew has a lingering passion for data and data standardization in the auto industry given his involvement in various different boards and organizations. He has a front-row seat to a lot of things going on in the industry.
- Something that frustrates so many dealers is that OEMs splash into the notion that they are going to mandate the solutions dealers can use which causes a lot of friction in the industry.
- There is a lot of conversation around the dealership's tech stack and also removing friction.
- Data is key. It's not so much about the widget on the screen. It's more about having insights into what's actually happening across all rooftops so that dealers can make data-informed decisions.
- The devil is in the data. If we make it about a standardized convention that can facilitate the flow of data, we will go a lot further in streamlining the tech stack and help the industry move forward by removing a lot of friction.
- Listen to the entire episode for even more insights from Andrew Wright.
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Thanks, Andrew Wright
If you enjoyed this episode featuring Andrew Wright, be sure to click the link below to say thanks!
- Click here to connect with Andrew Wright on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
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Glenn Pasch is the CEO of PCG Digital, an international speaker, and works with individuals on the front lines all the way to the C-suite to help them create leadership structures that foster healthier cultures and profitable teams.
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What Ted Ings and Glenn Pasch discuss in this episode:
- Dealerships have many plates spinning across all departments, which impacts the amount of time we have to catch a problem in its infancy so that it doesn't fester and become a bigger problem.
- There are ways that leaders can inspect and steer the business so that small problems don't compound, and so that the daily business operations run more efficiently.
- It's important to spend time with your team training them and helping them get clear on what your expectations are as a leader. Often when leaders don't see what they expect is because there is a disconnect between expectations in the leader's mind and how those expectations were conveyed to the people responsible for performing the work.
- Glenn recommends that the best focus for dealers is around what experience they would like their customers to have while shopping for products and receving services. In so doing, dealers should have cause to find issues within their process and address those that cause friction.
- A great experience is created by a compounding of small elements. Is the dealership clean? Is the space inviting? Do the advisors get up from around the desk to greet customers? Each small element of the experience contributes to the whole.
- Listen to the full episode to get even more insights from Glenn Pasch.
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Thanks, Glenn Pasch
If you enjoyed this episode featuring Glenn Pasch, be sure to click the link below to say thanks!
- Click here to thank Glenn Pasch on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
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Sarah Vantine is the Vice President of Business Development Strategy at Quantum5, LLC, an innovative training platform that helps dealers focus in on processes that increase profits and retention.
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In this episode Ted Ings and Sarah Vantine discuss:
- Cohesive communication has been a key element that has increased the success of Sarah's BDC, and in a way that resonates with customers.
- For young women who are thinking about starting a career in retail automotive, Sarah suggests that it's important to find a group of people that can offer support. It's important to have diversity and a lot of different types of people within the car business because that's our customer base.
- Don't be afraid to jump into the retail car business with both feet. This is a career that which you can make a great living for yourself and there are so many different possibilities out there from OEMs to dealerships to service centers.
- This is a people business. If we can keep the focus on people, we can win more relationships that lead to long-term business opportunities.
- A large part of Sarah's success within the BDC comes from injecting more human touchpoints. In an increasingly digital workspace, it's important to focus on retention and adding the human touch.
- Listen to the full episode to get even more insights from this episode.
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Thanks, Sarah Vantine!
If you enjoyed this episode featuring Sarah Vantine, be sure to click the link below to say thanks!
- Click here to thank Sarah Vantine on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
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Joe St. John is the Vice President of Business Development at Stone Eagle F&I, and works with over 6000 dealerships to provide even greater profitability.
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What Ted Ings and Joe St. John discuss in this episode:
- Joe explains what online transparency actually means. Transparency is a buzz-word that gets tossed around a lot in the industry
- It's important to standardize the F&I data coming from the DMS so that we can understand what's actually happening in the world at the transactional level of vehicle purchase. Doing so empowers dealers to understand that it matched the narrative throughout the industry and what information can be validated or invalidated.
- In 2018 NADA shared that less than 5% of dealers have a payment calculator on their website in any way, shape, or form. Today, more than 91% of dealers have payment information on their sites.
- What kicked the fear for dealers? COVID created an urgency to move the buying process online and make it more transparent upfront.
- When customers have control of the process, they seem to make some really good decisions and land themselves on cars that fit within their budget. They don't push themselves to the limit of their budget. Their ability to have room in that budget to place them where they need to be.
- We have to apply the same idea and concept to the fixed ops world. With more upfront transparency and allowing customers more control over the process, they will make smart decisions, despite what we've historically believed in the industry.
- Transparency is not the eroder of profitability, it should equal profitability.
- Listen to the full episode for even more insights from Joe St. John.
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Thanks, Joe St. John!
If you enjoyed this episode featuring Joe St. John, be sure to click the link below to say thanks!
- Click here to thank Joe St. John on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
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Liza Borches is the President and CEO of the Carter Myers Automotive Group, a 98 year older dealer group, and fourth generation dealer. What originally started in 1924 as a saw mill company, they began producing their own trucks called the "Samson Truck" which eventually led them to owing a Ford dealership.
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In this episode, Ted Ings and Liza Borches discuss:
- Liza shares that a strong foundation of values has helped keep their dealer group in business after 98 years, but there are other contributing factors as well. For example, over the years there has only ever been one family member from each generation who has been involved in the company and who has led the company. When you look at family business in the automotive industry, they tend to hire several family members (a brother, sister, uncle, aunt, etc.) which means they are a family run business versus a business run by a family member.
- With several family members in the business, there are often multiple different opinions on how things should be run which can lead to diluting the focus and purpose for growth.
- A single point dealership will not exist in the future. People who dream of owning a dealership can join the CMA organization and be general managers with an ownership stake.
- ESOP - everyone at CMA is an owner which creates longevity and loyalty. They began profit sharing back in 1949. By 1979 it was an employee stock sharing plan.
- If we think of ourselves as a transportation hub versus a dealership, fixed ops is going to be a very important part of the operation.
- When it comes to customer retention, it's more important to have loyal and engaged employees.
- Sure it is important to focus on the big things like having the right product and the right marketing, but it's crucial to have the little things dialed in. For example, how well your employees can follow a process to delight the customer.
- Listen carefully as Liza shares real examples of how her team is providing a better customer experience by focusing on the big and little things aligned.
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Thanks, Liza Borches!
If you enjoyed this episode featuring Liza Borches, be sure to click the link below to say thanks!
- Click here to thank Liza Borhces on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Chuck Kramer is the Chief Operating Officer at Foundation Automotive, a rapidly growing automotive group in the United States and Canada. One key element of their success as a dealer group is the fact that they consider people as the most valuable asset.
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In this episode, Ted Ings and Chuck Kramer discuss:
- Chuck has been in business for over 37 years and suggests that in order to remain relevant it's important to be open to change.
- The more information dealerships can provide, they are helping change the public's perception of the industry.
- Foundation Automotive has embraced the use of social media to help share their story and connect with the communities in which they operate in a more impactful way.
- Partnership is at the heart of Foundation's growing operation.
- You must have employee satisfaction first before being able to provide an exceptional customer experience.
- Chuck does not run his stores, they guide their stores. Mentorship is a key element in growing the business.
- When Chuck looks to purchase a new store, he considers the employees as the most valuable asset.
- Dealers need to pay attention to shop efficiencies. Yes, ROs are important, but when you pay closer attention to the customer experience and how to deliver a more efficient buying process (in Fixed and Variable), it's much easier to scale the business.
- Foundation Automotive's mantra is "People First, Always."
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button!
Thanks, Chuck Kramer!
If you enjoyed this episode featuring Chuck Kramer, be sure to click the link below to say thanks!
- Click here to thank Chuck Kramer on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
David Boyle is the President and CEO of TraXtion (formerly Tire Profiles). In this episode of Fixed Ops Roundtable, which originally aired as part of the Pay It Forward live event, David joins Ted Ings to share his best advice about the importance of dealership service bay utilization and its impact on dealership revenue.
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In this episode, Ted Ings and David Boyle discuss:
- If you asked any dealer if they'd be open to generating an extra $30,000 - $60,000 in gross revenue, we all know the answer would be "YES!"
- Dealership service departments are one of the best ways to generate more predictable revenue for a dealership and, when utilized efficiently, can produce more revenue for the store.
- That 10x20 square in the service bay is revenue producing real-estate that more dealers need to pay attention to.
- It's important to understand to also understand productivity and efficiency. When there is a problem with service bay utilization, you need to know where to look. Is it a sales issue or an efficiency issue.
- If one service bay has 32 billable hours, it would have an 82% utilization. If workflows and efficiency are sub-par, the efficiency of that bay and its ability to scale revenue diminish greatly.
- It's not just about the hours, it's actually about the money. We don't deposit hours in the bank, but hours do create money. Utilizing those hours across dealerships are not equal.
- There is one bay at the dealership that David refers to the "holy grail" of bays: The alignment bay.
- If you look at the effectiveness of the alignment bay in terms of hours and dollars and dollars produced, it is potential the highest producing bay in the dealership. It typically comes with technically efficiency, so when you're looking at how much that bay can produce, it can produce more in an 8 hour period than other bays.
- Average alignment bays can generate $150 per hour. Imagine if stores had more alignment bays and utilized them fully!
- The weakness of the alignment bay is that it often goes under-utilized at the dealership level.
- Dealerships need to focus on having a process to capture all of the opportunity.
- Challenge: Walk out to your service bay right now. If there is NOT a car on your rack, you have lots of opportunity. Start developing a process now to fill that rack and keep it filled.
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button!
Thanks, David Boyle!
If you enjoyed this episode featuring David Boyle, be sure to click the link below to say thanks!
- Click here to thank David Boyle on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
Les Silver is the Executive Chairman of Dynatron Software and has been transforming the retail automotive industry for many years. This episode of the Fixed Ops Roundtable podcast is taken from Les Silver's presentation in which he shares his 6-pack for success.
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In this episode, Ted Ings and Les Silver discuss:
- Over the course of Les' career, he's been fortunate enough to learn valuable life lessons from people he has met.
- Each lesson learned contributes to the six-pack of success.
- Les shares the story of his first boss, Al Wiley, a dealer principal in Winnipeg, Canada. Al was a character who got his start in athletics and played Football for the CFL Winnipeg Blue Bombers. He was an all-star, and Grey Cup winning line-backer who was able to achieve that level of success with a handicap of partial blindness.
- In an effort to expand his dealership business, Al ended up going broke. However, by maintaining a positive attitude, he was able to get back on his feet and continue to purchase more dealerships.
- Maintaining a positive attitude is the core to achieving ones definition of success.
- It's just as easy to think big as it is to think small. That lesson is valuable in learning to attempt things beyond ones limiting beliefs.
- What are the risks of thinking and pursuing big?
- The pool of big thinkers is smaller than the pool of small thinkers. That means you'll have less competition.
- Les Silver shares the 7 times rule. People don't really understand what you're trying to teach them until you've explained it 7 times. Consider the impact the 7x rule can have at your dealership as you seek to evolve your process, train your people and build a culture fit for long-term success.
- Listen to the full episode featuring Les Silver for even more valuable insights!
Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button!
Thanks, Les Silver!
If you enjoyed this episode featuring Les Silver, be sure to click the link below to say thanks!
- Click here to thank Les Silver on LinkedIn
Connect with Ted Ings and the Fixed Ops Roundtable:
- Register for the next Fixed Ops Roundtable Event
- Ted Ings on LinkedIn
- Center for Performance Improvement
This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Steven Apicella.
The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!
This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Kevin Winter.
The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!
This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features John Fitzpatrick.
The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!
This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Andrew Wright.
The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!
This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Joe St. John.
The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!
In this episode, Ted welcomes John Traver of Traver Connect. John unpacks how the famous Triangle Offense of the Chicago Bulls can be replicated in Fixed Ops to help you find success! This episode originally aired at The Fixed Ops Roundtable® Pay it Forward event in November 2021.
The F.O.R - Cast is sponsored by BG Products. Be good to your customers with BG.
From our recent virtual event called Pay it Forward (November 2021), Les Siver of Dynatron Software joins Ted Ings to share about The Perfect RO (Repair Order). You won't want to miss the incredible strategies for customer retention and profitability shared by our special guest.
The Fixed Ops Roundtable® Podcast is sponsored by BG Products - Be good to your customers with BG.
We're also in the midst of a fund-raising effort on behalf of The Leukemia and Lymphoma Society. We've raised over $60,000.00 toward our goal of $100,000.00 by March of 2022. To donate, go to FixedOpsDonate.com
In this episode, our panel of Subaru professionals discusses the impact of Subaru's Share the Love Events, the future of EV's, the group also surprises Ted and Gene with a special gift toward our goal of raising $100,000.00 for The Leukemia and Lymphoma Society. To donate go to FixedOpsDonate.com
The Fixed Ops Roundtable® Podcast is sponsored by BG Products. Be good to your customers with BG.
This show originally aired in November at our Pay it Forward Virtual Event.
In this episode, our panel of Subaru professionals discusses the value of the customer experience and how positive OEM and dealer relationships transfer to customers in sales and fixed operations. The group also surprises Ted and Gene with a special gift toward our goal of raising $100,000.00 for The Leukemia and Lymphoma Society. To donate go to FixedOpsDonate.com
The Fixed Ops Roundtable® Podcast is sponsored by BG Products. Be good to your customers with BG.
This show originally aired in November at our Pay it Forward Virtual Event.
Andy Baldassarre is Director of Marketing and Training at BG Products and shares his insights with Ted Ings from our recent broadcast of The Fixed Ops Roundtable® Pay it Forward in November 2021. The event helped raise $60,000.00 of our $100,000.00 goal (for March 2022) in support of The Leukemia and Lymphoma Society.
The Podcast is sponsored by BG Products. Be good to your customers with BG.
In this episode, Glenn explains how the automotive industry as we've known it is under attack. This broadcast originally aired at Pay it Forward on The Fixed Ops Roundtable Virtual Events in November 2021, in support of The Leukemia and Lymphoma society. To donate now through March 2022, go to FixedOpsDonate.com. This episode is sponsored by BG Products. Be good to your customers with BG!
This podcast can also be heard on Spotify and Apple Podcasts.
Ed Roberts joins Ted Ings for a discussion about the 1-Year anniversary of the new facility at Bozard Ford Lincoln. Originally aired at Fixed Ops Roundtable Transformers Virtual Event in September 2021
From our Transformers event in September 2021, we feature industry expert Randy Brenckman as Ted Ings poses key questions from our dealership audience. The Fixed Ops Roundtable® podcast is sponsored by BG Products. Be good to your customers with BG! The podcast is available on Spotify and Apple Podcasts.
From our most recent event in September 2021 - Transformers - we welcomed Dave Anderson of Learn to Lead as our Keynote Speaker.
We're celebrating 1000 Downloads of the podcast this week! Also available on Spotify and Apple Podcasts
The Fixed Ops Roundtable® Podcast is produced and directed by DelRae Learning and Development and sponsored exclusively by BG Products - Be Good to Your Customers with BG!
Originally edited for time and presented at The Fixed Ops Roundtable® Virtual - Transformers event in September 2021, this interview dives deep into the history of The Bricklin and Malcolm's venture into the world of vehicle innovation and electric vehicles. He shares how he helped win an election in Canada and how he consulted with Elon Musk. You won't want to miss this complete, and unedited interview with Ted Ings.
This podcast is produced and directed by DelRae Learning and Development under the direction of Gene Girdley and sponsored exclusively by BG Products.
From Fixed Ops Roundtable® Virtual Event - Transformers in September 2021, Ted Ings welcomes Rob Leary of BG Products to the Podcast. The Fixed Ops Roundtable Podcast is sponsored by BG Products and produced by DelRae Learning and Development.
Ted challenges the "Expert" Randy Brenckman with questions from our Fixed Ops Roundtable audience on today's podcast. This show originally aired in September 2021 at The Fixed Ops Roundtable Transformers Virtual Event.
The Fixed Ops Roundtable Podcast is sponsored exclusively by BG Products. Be good to your customers with BG!
Join Ted as he speaks with auto industry legend Mike Maroone about his early days, his success with AutoNation, and his return to automotive to pass on his experience and legacy to a new generation. This broadcast originally aired in September 2021 at The Fixed Ops Roundtable® Transformers event.
During our recent Fixed Ops Roundtable® - Transformers Virtual event, Ted Ings and Fred Fordin discussed their surprise diagnosis' of Leukemia and how they continue to work and thrive in spite of the disease. This passionate and moving discussion is in support of our Charity and effort to raise $100,000.00 to battle all blood-related cancers for The Leukemia and Lymphoma Society. To support the effort, visit https://pages.lls.org/ltn/az/tucsonl21/forlls
Thank You Fred Fordin! And thank you to all who contribute to the LLS!
In this interview, Ted Ings talks with Sarah Vantine about how she began in the automotive industry, what she's accomplished so far, and what is on the horizon for her.
athy Palochko and Joey Zanca discuss the Automotive Retail Academy in this discussion with Ted Ings. This broadcast originally aired in June of 2021 at The Fixed Ops Roundtable, The Matrix event.
Ted and Anthony discuss the success of Draiver's pick-up and delivery service and technology and the impact it has on improving the service customers' experience. They also discuss some unexpected benefits for the variable side of the business. This episode originally aired in June of 2021 at The Fixed Ops Roundtable® - The Matrix event.
Originally aired in June 2021 at our Fixed Ops Roundtable Virtual event. David discusses some recent research related to the importance for dealers to focus on.
Ted Ings gets candid with David Spisak in the second of two parts on this week's episode of The Fixed Ops Roundtable® Podcast. An edited version of parts one and two originally aired on Wednesday, August 11., 2021 on The Weekly Edition with Ted Ings.
Ted Ings gets candid with David Spisak in the first of two parts on this week's episode of The Fixed Ops Roundtable® Podcast. An edited version of parts one and two originally aired on Wednesday, August 11., 2021 on The Weekly Edition with Ted Ings.
This week Ted Ings welcomes Fred Fordin, Vice President , DMS & Related Solutions at CDK Global. This episode originally aired on June 17th, 2021 at our virtual event called, The Matrix and is available on YouTube by searching Fixed Ops Roundtable.
In this episode, Ted welcomes two industry leaders in both variable and fixed operations with some candid conversation about the state of the automotive industry. This program originally aired on June 17th during our virtual event called The Matrix.
Today Ted welcomes Brandon Nixon, National Sales Director of Update Promise. This episode originally aired on June 17, 2021 at The Fixed Ops Roundtable Virtual Event - The Matrix.
Ted Welcomes David O'Brien of Quantum5 along with a panel of automotive experts from the team. David also has a special announcement regarding industry leader Sarah Vantine. This episode was originally broadcast at Fixed Ops Roundtable Virtual Event - The Matrix on June 17, 2021.
John Traver is a leader in Service BDC's and founder of Traver Connect. This episode originally aired on June 17th, 2021 on The Fixed Ops Roundtable Virtual Event, The Matrix.
Tom Rudnai is the President of Temecula Valley Toyota. Tom discusses The Temecula Valley Way, hiring strategies, and the state of automotive. This episode originally aired at Fixed Ops Roundtable Fast and Furious in April 2021.
Hosted by Ted Ings of The Fixed Ops Roundtable® this episode originally aired in April 2021 at our Fast and Furious Virtual Event.
This segment originally aired at The Fast and Furious Fixed Ops Roundtable Virtual Event in April 2021.
Today's episode with Ted Ings and Jim Roche originally aired in February 2021 at Rev it Up Virtual Event.
Ted welcomes Creator & Host at "You're in Charge - Conversations that Spark Change" Podcast, Glenn Pasch. This segment originally aired February 2021 at The Fixed Ops Roundtable® virtual event - Rev It Up
Frank Lopes, Author of "The 7 Minute Setup" is Ted's guest on this segment from Rev It Up at The Fixed Ops Roundtable Virtual Event from February 2021
Ted welcomes President of Penske Motor Grop and Longo Toyota Doug Eroh to the podcast. This episode was originally broadcast at The Fixed Ops Roundtable - Rev it Up - event featuring Jay Leno
This is part two of a two-part presentation originally aired at The Fixed Ops Roundtable REV IT UP Virtual Event in February 2021.
This is part one of a two-part presentation originally aired at The Fixed Ops Roundtable REV IT UP Virtual Event in February 2021.
This is part one of a two-part presentation originally aired at The Fixed Ops Roundtable REV IT UP Virtual Event in February 2020.
This is part two of a two-part presentation originally aired at The Fixed Ops Roundtable REV IT UP Virtual Event in February 2020.
This is a recent interview with Sarah Vantine from our Fixed Ops Roundtable REV IT UP! Event
This is a recent interview with Darin Greseth from our Fixed Ops Roundtable REV IT UP! Event
This is a recent interview with Bob Tasca from our Fixed Ops Roundtable REV IT UP! Event
On this podcast, Ted welcomes automotive industry expert Randy Brenckman to the show. You can WATCH the full episode at the Fixed Ops Roundtable on February 9, 10, and 11. Tickets are complimentary. Go to FixedOpsRoundtable.com
In this episode, we welcome Les Silver, Executive Director of Dynatron, and Keeps Corporation. Les shares his 6-Pack for Success.
Part three of a three-part series featuring author, lecturer, and business leader Brian Tracy.
Part two of a three-part series featuring author, lecturer, and business leader Brian Tracy.
Part one of a three-part series featuring author, lecturer, and business leader Brian Tracy.
This is part two of the Fixed Ops Roundtable Diversity and Inclusion Panel. This highly anticipated panel discussion from our Dec 3rd, 2020 Jumanji Event is moderated by Sarah Vantine and includes automotive industry leaders such as Liza Borches, Adam Arens, Kerri Wise, Gerald Ramoin, and Seana Corsale.
This highly anticipated panel discussion from our Dec 3rd, 2020 Jumanji Event is moderated by Sarah Vantine and includes automotive industry leaders such as Liza Borches, Adam Arens, Kerri Wise, Gerald Ramoin, and Seana Corsale.
On today’s inaugural podcast, our host Ted Ings, is joined by the amazing Glenn Lundy of #riseandgrand fame, and so much more. The episode comes from our recent live broadcast of The Fixed Ops Roundtable virtual event, “Jumanji.”