Fixed Ops Roundtable (Ted Ings)

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!

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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!

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, Doug Eroh and Ed Roberts

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

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!

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, Ed Roberts, Stephan Woessner

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

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!

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 and Jack Holcomb

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

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!

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, Katie Mares

Connect with Ted Ings and the Fixed Ops Roundtable:

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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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!

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, Ken Lohr

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

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!

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, Jeffrey Bogaski

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

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!

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, Cesar Augustus, Tully Williams, and Ed Roberts

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

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. The comprehensive services provided by AWN and how they streamline warranty claims administration.
2. The financial implications of accurate warranty processing and the impact on dealership metrics and manufacturer relationships.
3. The significance of proactive auditing in preparing dealerships for manufacturer audits and minimizing chargebacks.
4. The common pitfalls and mistakes that lead to chargebacks and how to avoid them.
5. 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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

1. 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.
2. 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.
3. 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.
4. Navigating the Future: Gain valuable insights into the shift towards electric vehicles and the evolving role of technicians in an increasingly electronic-focused industry.
5. 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.

1. Regist

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. 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!

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 Hardin

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

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. 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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Why is technician productivity essential for your dealership's success?
2. What can you do to maximize your technicians' capacity without overloading them?
3. How can technology transform the way you manage your shop's workflow and efficiency?
4. What steps can you take to attract and retain the next generation of skilled technicians?
5. 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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Brian Kramer is the Executive Vice President at cars.com and General Manager at Accu-Trade,  a true trailblazer in the automotive industry.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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!

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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!

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, Jeremy Stephens

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

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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!

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 Boyd

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

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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3. Center for Performance Improvement

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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3. Center for Performance Improvement

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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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!

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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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3. Center for Performance Improvement

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). 

👉 Register for the upcoming Fixed Ops Roundtable Event

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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3. Center for Performance Improvement

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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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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!

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:

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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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!

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, Barb Edson

Connect with Ted Ings and the Fixed Ops Roundtable:

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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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!

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

1. 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.
2. 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.
3. 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.
4. 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.
5. 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

Connect with Ted Ings and the Fixed Ops Roundtable:

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2. Ted Ings on LinkedIn
3. 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!

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

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2. Ted Ings on LinkedIn
3. 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:

1. 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.
2. 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.
3. From Shutdown to Success: Witness Alan's incredible turnaround at a flagship store facing closure, showcasing resilience, leadership, and the triumph of service excellence.
4. 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.
5. 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!

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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:

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3. Center for Performance Improvement

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!

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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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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. 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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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!

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

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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!

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, Tammie Ventura

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!

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, William 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

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

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:

1. How focusing on seemingly minor process improvements can lead to major gains
2. Why a minute saved can translate into hundreds of additional services per month
3. 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

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

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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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

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:

1. 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.
2. 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.
3. Overcoming Obstacles: Robert shares practical strategies for overcoming obstacles in technology adoption, emphasizing the importance of a phased approach and ongoing employee training.
4. 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.
5. 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

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!

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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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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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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!

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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:

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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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. 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:

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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 Episode

Kerri 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
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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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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
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• 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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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
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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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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
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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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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
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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. 

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. 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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. 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.

👉 Register for the upcoming Fixed Ops Roundtable Event

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:

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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

👉 Register for the upcoming Fixed Ops Roundtable Event

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
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• 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

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

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

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

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:

1. 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.
2. 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.
3. 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 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

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

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

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:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

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.”

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 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.

Part one 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 three of a three-part series featuring author, lecturer, and business leader Brian Tracy.

In this episode, we welcome Les Silver, Executive Director of Dynatron, and Keeps Corporation. Les shares his 6-Pack for Success.

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

This episode is taken from our recent Fixed Ops Roundtable Rev it Up! Event.