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.

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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!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Anthony Blubello

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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.

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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!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Andrew Wright

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How can accurate appraisals transform your dealership’s profitability? Are you leveraging fixed ops to maximize your margins? In this episode we dive deep into these critical questions with Micah Tindor, Senior Director of Strategic Planning at Cox Automotive, Kelley Blue Book Instant Cash Offer. 

Micah Tindor is a seasoned expert in strategic planning at Cox Automotive, overseeing Kelley Blue Book’s Instant Cash Offer program. With years of experience in the automotive industry, Micah brings invaluable insights into how dealerships can optimize their appraisal processes and integrate fixed operations for maximum profitability.

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What we discuss in this episode:

In this insightful episode, Micah Tindor shares how dealerships can unlock hidden revenue by optimizing their appraisal processes and leveraging the fixed ops department. By embracing technological advancements and fostering better coordination between fixed and variable ops, dealerships can significantly enhance their profitability and customer satisfaction.

We also talk about

• The importance of the appraisal process in dealership profitability
• Strategies to protect margin through accurate reconditioning appraisals
• How fixed operations can proactively support the variable ops department
• The role of technology in modernizing the appraisal process
• Best practices for integrating fixed and variable ops for seamless operations

Listen to the episode featuring Micah Tindor for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Micah Tindor

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Jim Roche is the founder and the executive chairman of WarrCloud - a cloud computing technology platform that automates warranty processing for automotive dealers.

In this show episode, Jim and I talk about the future of warranty processing and how it's a big part of the dealer's business.

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What we discuss in this episode:

Warranty processing has been neglected despite the digital transformations occurring across the auto retail experience. It's likely that you are currently being marketed or have already incorporated a variety of solutions that are all intended to simplify your marketing and business processes so you can accomplish more and close more sales. Additionally, there is a good chance that none of these solutions address warranty processing, which is the most underutilized and antiquated aspect of a dealership's operations.

Jim starts the episode by talking about how to turbocharge your service growth with the objective being profitable growth. With the press recently talking about how some OEMs appear to be positioned to sell vehicles directly or through websites, the hypothesis is that going forward; dealers might become more service centers and delivery centers than the traditional dealer model of today. This brings the question of what the role will be going forward for selling vehicles, leading us to serve as the new profit driver. Excellent service will be the dealership's new profit driver from now on.

So what's driving your service department growth is the warranty, and what's driving that growth and warranty? We're just at the beginning of how much technology is being inserted into the vehicles, and it is that increasing amount of technology and this increasing complexity in vehicles that are the primary driver of this increasing warranty.

Jim explains that warranty processing is one of the few remaining areas of the dealer That have not been streamlined by technology. Automation typically reduces costs by over 50%, but maybe more importantly, technology brings a scalable solution now and into the future. This solves your turnover and employee retention problem. It also future proofs your warranty processing as we go into the future, which is critical because we're going to see warranties continue to go up and become a bigger and bigger part of your business which, when appropriately priced, converts fixed expenses into variable costs, which is more advantageous when your costs adjust to how well your business is doing.

The key to long-term profit is automation. Ideally, how this automation will work is repair orders would be extracted from your DMS system, would take into account all of the needs of the various elements of warranty processing, what the OEM needs to see, what the dealer needs to have to happen, and what the capabilities of your DMS. It would provide that automation, which would only get human beings involved when necessary. That's where you can leverage technology to bring efficiencies, drive down costs, and protect yourself in the future, which concludes that Vehicle sales going forward will be unreliable. There will be fewer sales, and they'll have a declining margin. Service will be the driver of dealer profitability, and warranty is the new growth engine of service.

Listen to the episode featuring Jim Roche for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

David Spisak is the founder and CEO of Disruptive Growth Solutions and the podcast host of The David Spisak Show. In this show episode, David delves into auto sector trends. What will the future of the automotive industry be? How has COVID-19 changed the auto industry and many more.

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What we discuss in this episode:

David talks about the positive and negative effects of Covid 19 in relation to automotive industry, it’s natural to wonder what the “next normal” for the auto sector will look like. Over the past few months, we’ve seen the first indicators of this automotive future becoming visible, with the biggest industry changes yet to come.

 At the operational level, the pandemic has accelerated developments in the automotive industry that began several years ago. Many of these changes are largely positive, such as the growth of online traffic and the 100% restoration of brand value. Some, on the other hand, can have bad effects, like the fact that the number of units in use has gone down because we haven't had enough inventory for over two years and that the number of warranty tickets has gone down.

As dealers try to get out of this crisis, people in charge of the auto industry might be able to gain an advantage by rethinking their organizations and how they work. Don't worry about what we can't control. Let's focus 100% of our energy on doing what we do best, and that's figuring out, again, how to reinvent and, as always, remain forever resilient. "

Listen to the episode featuring David Spisak for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Guest Name

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Chris Saraceno is the Vice President and Partner at Kelly Automotive Group and the best-selling author of the Theory of 5. In this episode of The Fixed Ops Roundtable podcast, Chris provides an look inside at what is driving Kelly Automotive Group's success.

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What we discuss in this episode:

Chris explains that people are the most precious commodity because it's impossible to create a culture without them. It all starts with the recruiting process for Kelly Automotive Group. "The way we recruit, hire, and train people really helps how they are invited into our culture and help grow one another. We make sure that they have everything they need before they even start the job so that they are well equipped to perform."

Listen to the episode featuring Chris Saraceno for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Chris Saraceno

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Art Shaw is the CEO of RepairPal, the leading online marketplace for consumers to find a trusted place to get their cars fixed. In this show episode, you'll hear Art's keynote presentation from the Fixed Ops Roundtable Roaring Twenties event.

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During his keynote presentation, Art shares his thoughts about providing the best after-sales experience for car buyers so that they aren't forgotten about and that dealers can continue to provide more value to the customer while increasing their ability to obtain recurring profits.

Dealers run complicated businesses with many moving parts. Art offers his best advice about how car dealers can navigate the miscellany of daily work while remaining focused on the consumer.

Listen to the episode featuring Art Shaw for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Art Shaw

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Marco Zwanenburg is a service technician from Naples Luxury Imports and is also one of the founding members of the Fixed Ops Roundtable.

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What we discuss in this episode:

1. Marco understands the importance of service technicians and departments in the community. It's not just about fixing vehicles, it's about making sure that ambulances run, and that firetrucks are available and ready — something that we tend not to think about from day to day.
2. On the retail side of the business, there was a lot of conversation about how supply shortages really affected ones ability to sell vehicles, overlooking the fact that it also meant technicians in many areas were completely overworked. 

Listen to the episode featuring Marco Zwanenburg for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Marco!

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Owen Moon is the Chief Executive Officer of Fixed Ops Digital, an agency devoted to helping dealership fixed ops departments grow their online presence. In this episode of the Fixed Ops Roundtable podcast, Owen shares some valuable insights about Google Analytics 4 (GA4) for car dealers.

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What we discuss in this episode:

Car dealers need to control their analytics accounts and have a baseline understanding of what's available inside of Google Analytics to understand how they perform online. Google is revamping their entire analytics offering to make it more streamlined and intelligent so that companies can understand even more about their online performance.

Listen to the episode featuring Owen Moon for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Owen Moon

Connect with Ted Ings and the Fixed Ops Roundtable:

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Sarah Vantine is the vice president of business development strategy at Quantum 5, and is still fresh from retail, having worked for a large dealer group in North Carolina, USA. She's a great friend of the fixed operations community and is a previous best practice award winner.

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What we discuss in this episode:

Modern dealerships are a people business. People are the main differentiator from one dealership to another, and it's with the belief that people matter that Sarah Vantine shapes the narrative of this podcast episode.

"We really believe that it's the people in your organization and the people in your business development center that are the difference between what a customer experiences and having a memorable one that is impactful, that then drives retention and loyalty to your store."

Listen to the episode featuring Sarah Vantine for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Sarah Vantine

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Tully Williams (a.k.a. the John Madden of the Car Business) is the Fixed Operations Director of the Niello Group. He joins the podcast to give a play-by-play breakdown of a successful fixed operations department.

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What we discuss in this episode:

Tully breaks down what a successful fixed operations department should and can look like including the people and skillsets required. It's one thing to hire people, it's another thing to ensure that they are empowered to do their jobs and achieve growth.

Listen to the episode featuring Tully Williams for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Tully Williams!

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Scott Simons is the President and Managing Partner at Valley Group, part of the CMA auto group. Scott sees the car business from a different vantage point than most dealers. He's willing to get his fingers in the dirt, so to speak, and never requires his team to do something that he's not willing to commit to himself.

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What we discuss in this episode:

• Scott provides an inside look at his organization which spans several franchises, including Chrysler, Dodge, Honda, Jeep, Nissa, Ram, Subaru, and VW. He has stewardship for over 170 employees and is keenly focused on creating a high-achievement culture.
• Scott shares that sometimes it's easy to get fixated so much on accomplishing a goal that we lose who we are as individuals. We lose focus on what truly matters because we forget what can help us drive goals forward: relationships of trust with other people!
• Scott's organization is an ESOP, which means that employees own 25% of the organization. They take 10% of the company's net profit and distribute it amongst their people. In addition, they've created a program for employees where they will pay to send them to college. Scott attributes much of their success to that heavy investment in their people.

Listen to the episode featuring Scott Simons for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Scott Simons!

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Michael Weldon is the Fixed Operations Director at the Hansel Automotive Group in Santa Rosa, California. In his role, he oversees the fixed operations department of 8 rooftops and leads a team of 146 members.

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What we discuss in this episode:

Michael speaks about the importance of counseling one another at the leadership level to determine what will drive the business to grow. He offers that at Hansel, it's about the community, it's about the customers, and it's about the employees.

When asked about the challenges he faces, Michael explains that the name of the game is people. When dealing with people and different personalities, the leader needs to stay connected and spend time with each team member.

"We've now introduced into our climate a lot of younger people, different generations that don't always think the same that we did in our youth. You have to adjust and pivot and come up with new techniques to get them engaged and enjoy doing their job and to get the desired outcome by their performance."

Listen to the episode featuring Michael Weldon for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Mike Weldon

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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!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

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Thanks, Tiffany Peeler

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Holden Scott is the fixed operations director at Regal Nissan and is one of the up-and-coming new players we are seeing on social media. He leads an impressive organization and thinks outside the box as the industry moves into a new era of automotive retail and fixed operations.

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What we discuss in this episode:

• Holden started working for Regal right out of the Marine Corps in 2011 with his first job being a dispatcher and helping book warranty work. After doing that job for a few months, he became a service advisor.
• Holden admits that his time as a service advisor was not his favorite, especially coming from a structured environment like the Marine Corps and then sort of getting thrown into the service department. There wasn't any structure — each day the job looked completely different. Holden recalls that at one point, he seriously considered going back to the military.
• Today, Holden encourages automotive professionals to control what they can control. Create process and structure that is scaleable and predictable. A lot of that comes down to mindset and attitude. "A lot of things can go wrong, but I can always choose to have a good attitude about it. And I can always choose how I treat people."

Listen to the episode featuring Holden Scott for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Holden Scott!

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Michael Barich is a seasoned dealership fixed operation professional who's career spans the decades back to the early 1990s. During that time he has worked as a service director for several different dealerships and now helps dealers as a consultant with BAR Automotive.

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What we discuss in this episode:

00:56 - Ted notes that it's a lot of fun following Michael on social media where he showcased the work him and his team accomplished while working at Murfreesboro Nissan.

"That's the part that always inspired me from the get go was the ability to coach and teach and train people and watch their success in their career path. It has always been my favorite part."

3:35 - Michael's first job as a manager was when he served as a parts manager, and notes that the experience really helped him understand both sides of the fixed ops department.

9:35 - Michael believes that winning in fixed ops requires a competitive nature, and leaders who want to help their team win.

"I would first tell everybody to maintain being a student. I think being a student allows us to continue to grow. In this business, there's a lot of information that gets shared on a daily basis and I think for me, it's always inspired me to be a lifelong student."

Listen to the episode featuring Michael Barich for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Guest Name

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Leonard A. Bellavia is the founding partner at Bellavia Blatt (dealerlaw.com) and specializes in dealership franchise law. With the variety of announcements coming from OEMs, including class action lawsuits in Australia, it's timely that Leonard joins us to discuss the future of retail automotive and answer the question: Are OEMs taking over for franchise dealers?

What we discuss in this episode:

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What we discuss in this episode:

03:25 - Are dealers going to be at risk of being cut out of the sales process? Leonard explains that the franchise system has been in place for a hundred plus years, which begs the question: Is something that's not broken really in need of repair?

"The concept of radicalizing and revolutionizing changes to the auto franchise system is nothing new. We saw it in the eighties and then with companies like Saturn. We could probably write a book on all of the things that were supposed to radically change the way cars get sold to the public, but low and behold, we seem to always revert back to the good old hometown dealer."

07:23 - Leonard shares that manufacturers will say that things need to chang because the public "doesn't like the current system of buying a car." They aren't wrong. The current experience takes longer than it should and it's not convenient to have to wait through the back and forth.

If anything, this should cause dealers to look deeply at the customer experience they are offering. As Len points out, "the problem with the term customer experience is that it's being relied upon too heavily as a scaepgot for changing the whole system. Dealers and OEMs are in lockstep. They both want the customer experience to be positive, so sometimes the manufacturer will say that they are going to make changes because they want to try and improve the way dealers treat the consumer. But dealers treat the consumer pretty well, and they are trying to improve."

Listen to the episode featuring Leonard Bellavia for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Leonard Bellavia!

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Dealership fixed operations continue to evolve, especially in the last few years when more dealerships are offering mobile service solutions. Ed Robert, Mark Mickens, and Robert Stage are join the podcast and share their insights about mobile fixed operations.

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What we discuss in this episode:

01:52 - Mobile fixed ops services are the way of the future and an opportunity just sitting in front of car dealership. Ed Roberts, Chief Operations Officer at Bozard Ford, Lincoln shares that including his mobile units, he has a capacity of 103 stalls. "I have 98 here at the store that I can't move very easily and then five that I could roll around."

03:23 - Mark Mickens is located 20 miles outside of New York City. Because everything is so close to the city, having mobile units on the road allows his dealership to service more customers and increase the customer base for the store. "I would recommend it to everybody."

06:32 - Facebook has been a great channel for letting existing and new potential customers know about the dealership's mobile service abilities.

08:56 - "Every time I add a truck, it stays busy from day one. we don't even add it to the website because it's full without the extra advertising."

Listen to the episode featuring Ed Roberts, Mark Mickens, and Robert Stage for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Connect with Ted Ings and the Fixed Ops Roundtable:

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John Riffe is the Fixed Ops Installer at DealerBuilt, a highly-flexible, enterprise-class ceDMS (consumer experience dealer management system) that empowers forward-looking auto dealers to realize their unique vision for their dealership.

---> Register for the upcoming Fixed Ops Roundtable Event <---

What we discuss in this episode:

01:15 - Ted shares how interesting it is that, especially in the last two years, that has been a spike in interest around the dealership fixed operations department. John adds that he believes the interest was always there. Traditionally fixed ops were at the back of the operation, which made it less visible. Still, in recent years it has moved more to the forefront with a heightened awareness of the importance of investing in the back-end.

02:40 - Dealers are increasingly interested in leveraging the back end of the business because they understand how the fixed ops department contributes to the bottom line revenue.

03:25 - John shares about some of the under-utilized possibilities when it comes to dealers using the DealerBuilt software.

07:00 - Ted asks John about ways to speed up customer service times, especially as it pertains to parts orders and other supply chain issues. The key is getting the fixed ops department to be more unified and getting the two departments (parts and service) to work more closely together as one.

Listen to the full episode featuring John Riffe for even more insights!

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• Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
• Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, John Riffe!

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Mike Rich is the VP of Marketing at RevolutionParts, an easy-to-manage solution helping car dealers revolutionize how they sell and source auto parts.

What we discuss in this episode:

01:47 - Mike is on a mission to remove as much friction from the auto parts department possible so that customers and dealerships can experience greater success. The result of this mission has led to what Mike calls a "crowdsourced" parts delivery program leveraging FedEx, Doordash, Lyft, and Uber.

03:45 - Dealers are benefiting from this service, especially as it pertains to service departments, and making sure they are turning over service lanes as quickly as possible. In particular, Mike and RevolutionParts can speed up parts delivered to the store so that vehicles can get repaired much quicker.

Crowdsourcing parts delivery through partners is also saving dealers money in terms of not needing a full-time staff member. "One of the things we talk about a lot is the cost of your own driver. Through the analysis we did, we found that the average driver in a dealership if he's doing about 300 deliveries a month, that's about $18 - $19 per delivery. So at $17 per delivery with this service, it's a great value at the end of the day."

Listen to the full episode featuring Mike Rich for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Mike Rich

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Center for Performance Improvement

Dale Pollak, the founder of vAuto, and Dennis McGinn, the owner of Rapid Recon join the Fixed Ops Roundtable to share their perspective on the used car retail market and some key, data-driven insights about where things might be heading in the near future.

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Key insights from this episode about the used car market:

01:40 - 2021 was a most unusual year in the retail automotive industry. Dale Pollak expresses that it's certainly the most unusual year that he has observed during his four-decade career within the auto industry.

"Aspects of the last year is that we saw a used car market, which throughout the entire year virtually all of the year appreciated. That just doesn't happen! We know that automobiles are a depreciating asset and yet across virtually every sector, a vehicle, every price class, appreciated."

03:44 - Cox economists have revised their 2022 trend forecast of used vehicle retail sales down approximately 500,000 units. What Dale believes will occur in the balance of 2022 is a seasonal depreciation trend that will likely be accelerated. We will continue to see rising interest rates which create headwinds for automobile buyers.

05:12 - Dale believes that more potential retail buyers will choose to hang onto their existing vehicles which have created a spike in business for fixed operations, maintenance, and repair which is all trending upward across the nation. That's not without its own challenges which include supply chain shortages for vehicle parts as well as shortages in the workforce.

10:14 - Dennis McGinn shares that vehicle reconditioning is a great are for dealers to find opportunities for improvement. He shares that last year (2021) dealers really couldn't do any wrong, but as we experience more margin compression in the coming weeks and months, it's important for dealers to pay closer attention.

Listen to the full episode featuring Dale Pollak and Dennis McGinn for even more insights!

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 Pollak and 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

Ali Reda is a car sales professional at Les Stanford Chevrolet Cadillac in Dearborn, Michigan, and holds the world record of 1582 vehicles sold in the year 2017 — a record previously held for 44 years by famed car salesman Joe Girard. Ali's unique approach to car sales is something that he claims, anyone can learn and joins the Fixed Ops Roundtable to share his secrets.

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What Ali Reda and Ted Ings discuss in this episode:

01:34 - Kara Delaine asks Ali what the secret is to selling over 100 cars per month. Ali shares that there is no substitution for work. "We all know that. You gotta put in the world and build community-based relationships. It's building one person at a time and it was one sale at a time. It wasn't anything that was easy — it took some time... I gotta give credit to my community because that's ultimately what helped us get to that level of sales."

02:26 - Ali shares more details about his journey to becoming the top car sales professional in the world. The recession of 2008 taught Ali that he needed to approach the car business differently than other car salespeople. It was a life-changing time. He recalls attending a seminar that he didn't have the desire to attend but left inspired by learning from individuals who were selling 60+ cars per month. Once Ali achieved 60 cars per month, he was encouraged to come up with a new number and his book of business continued to grow from there. One day at a time, and before he knew it Ali achieved 200+ cars in one month.

13:44 - Ali speaks about the level of partnership that he has with the dealership he works at. "Without my manager, Scott Montgomery encouraging me that I can do better, I wouldn't be where I am. He gave me the freedom to grow."

"The ownership plays an enormous part of it because they looked at it as a partnership." Ali recounts that they could see where he was headed and created space for helping him get there.

"There was a lot of trial and error." Something that many dealerships struggle with. When there is money on the line we tend to expect an answer to all of our operational and sales challenges. Having an environment to test things out is key.

Listen to the full episode featuring Ali Reda for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Ali Reda

Connect with Ted Ings and the Fixed Ops Roundtable:

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Shon Kingrey is the Director of Fixed Operations at Step One Automotive Group, located in Fort Walton Beach, Florida, and joins the Fixed Ops Roundtable to share his experience overseeing 17 rooftops and 417 fixed operations employees.

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What Ted and Shon discuss in this episode:

04:43 - Shon explains that while 417 employees are a lot, it's important that they stay focused on how many family members are associated with that number. While other dealer groups were doing 30 or 40% cuts during the COVID pandemic, Step One Automotive is proud to have kept everyone gainfully employed.

05:35 - Shon shares how he got into the car business, in particular on the fixed operations side of the business from being a city boy who couldn't change a tire to the position he has now as fixed operations director. He spent three years as a general manager running both the front-end and back-end of the dealership but proudly exclaims, "I'm not a front-end guy. I'm a back-end guy. I'm a fixed ops guy — not a variable guy."

10:50 - Having stores located around the United States means that Shon has to keep track of many different styles of leadership remotely. "There are some managers who I talk to every day because they need that. There are others who quite frankly, don't want to hear from me."

11:23 - Shon explains that he feels his claim to fame is taking the time to really get to know his people — something worthwhile for anyone in a leadership position. There are accountability mechanisms in place that help the entire group function transparently. "I call out the good, the bad. We celebrate the victories and we challenge ourselves on the struggles we're having."

Listen to the full episode featuring Shon Kingrey for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Julie Douglas!

1. Connect with Shon on Linkedin

Connect with Ted Ings and the Fixed Ops Roundtable:

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Julie Douglas is the president of DealerPay, LLC, a dealer-specific payment processing company. Julie is an experienced enterprise sales professional. She strives daily to attract, build and maintain long-term business relationships. Her assertive, yet honest approach to sales and business practices has proven successful for almost 20 years and her greatest reward is a happy customer.

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What Ted and Julie discuss in this episode:

01:21 - Julie shares her background and how she started DealerPay, LLC. The goal is to help retail automobile dealers maximize their productivity, increase client retention, and help them save on each transaction.

04:24 - The payment is really the last experience the customer has at the dealership, whether it's in person or remote. That means that there must be a lot of functionality that offers customers multiple ways to pay and to make sure that the process is secure, fast, and in line with how modern car buyers want to be treated.

05:39 - In today's world, we have to be more nimble with capturing payments. Dealers shouldn't have to mess around with depositing checks or waiting for funding. DealerPay makes the process more efficient and eliminates many of those challenges.

Listen to the full episode featuring Julie Douglas for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Julie Douglas!

1. Connect with Julie on Linkedin

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Aaron Watters is the visionary President of OEM Interactive, a purpose-driven fixed ops digital marketing agency. With a career spanning decades, Aaron has dedicated himself to creating environments where both employees and partners thrive. His latest venture, FixedOpsJobs.com, is a testament to his commitment to solving industry challenges and fostering growth through innovative solutions. 

👉 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

Kaylee Felio is the sales and marketing manager for PartsEdge, a powerful tool to maximize the potential of parts managers through technology and a touch of consulting. Through her 7 ebooks, Kaylee is helping parts managers with the key areas that they should focus on to be more profitable and to increase their level of service to customers.

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What Ted and Kaylee discuss in this episode:

04:19 - Kaylee shares some of the exciting innovations she is seeing and hearing about throughout the industry that is helping grow fixed operations within stores and creating new synergies across technicians, service advisors, and parts advisors.

05:15 - When employees know what they are supposed to do, that helps improve culture and encourages top talent to stay and give their best to the organization. Quality of life is very important to the new and emerging generation of workers which means that money won't solve all problems for them.

07:22 - Once you've established a healthy working environment, it's important to share that culture with the outside world, showcasing what makes your store different than any of your competitors.

10:28 - Counseling with employees is a great strength for today's leaders. The majority of the time, employees have the solutions to the problems the dealership faces, it's just a matter of including your team in the process of solving those problems.

Listen to the full episode featuring Kaylee Felio for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Kaylee Felio!

1. Connect with Kaylee on Linkedin

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Larry Daugherty is the Fixed Operations Manager for the Victory Automotive Group. Victory started in Morristown, Tennessee in 1997 with a single-point Nissan store and now they are up to 47 dealerships covering Nissan, Honda, Toyota, Chrysler, Ford, Chevrolet, and Lexus. Larry's perspective comes from leading over 1200 employees from coast to coast and shares valuable lessons learned spanning a 37-year career.

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What Ted Ings and Larry Daugherty discuss in this episode:

01:09 - Larry shares a little about the history of the Victory Automotive Group, from a single point Nissan store to their expansion across the nation with 47 stores.

02:53 - There is roughly 1200 fixed operations personnel within Larry's stewardship including porters, lot attendants, and detailers with about 800 technicians. Larry jokes that a big part of the job is staying true to his faith because it requires a lot of praying to keep up with everything happening across all fixed ops departments from coast to coast.

04:18 - Larry got his start in the car business washing cars and then moving up through oil changes, and tire swaps after graduating high school was hired by a Dodge dealership in Knoxville. For nearly 22 years Larry learned the ropes of the business, fell in love with it and the rest is history.

05:44 - Ted inquires about the support that is required for the 1200 employees to excel at their job. Larry shares that even though there are several layers of management between his front-line people and him, "they just need good, honest guidance from people that will sit there and listen to them, see what the complaints are. You can't always make everyone happy but at least if they know that you're working with them and trying to get to that next level, that specifies a lot."

06:46 - It's important to address employee issues immediately as they come up because the sooner you fix them, things will be so much better than if you keep putting those issues off.

08:46 - Larry explains that the most important aspect for car dealers to focus on this year and beyond is to ensure that their employees have an environment where they can be happy. When people are happy, your customers are going to be happy.

Listen to the full episode featuring Larry Daugherty for even more insights!

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, Larry Daugherty!

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Ed Roberts is the Chief Operations Officer at Bozart Ford Lincoln, a dealership that has been ranked as one of the top 100 places to work in recent years. With one of the highest volume QuickLanes in the country, Ed has valuable information about how dealerships can increase profit and customer satisfaction through fixed operations.

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What Ted Ing and Ed Roberts Discuss in this episode:

01:28 - Ted observes that one of the things that people quickly see in Ed is that he has the attitude to be able to take on anything that's thrown his way. The car industry is evolving quickly, and dealers with a can-do attitude have a higher probability of not just surviving through the change, but thriving.

01:55 - Ed shares that people want to be led. When we provide our employees and teams with a path that they can see, then they buy in and push forward with it. While many organizations are worried about the great resignation happening in the country, Ed is focused on leveraging it to find and retain some of the best candidates available. "So yes, there is a lot to be said about the great resignation but we are embracing it."

04:05 - Our job as leaders is to make sure that we're painting a clear picture for our team and creating a path for them. Leaders in the automotive industry should be setting the vision for them to follow so that they can go forward and make things happen.

05:25 - When we train our people well and let them carry the torch, the job becomes less about retaining them than it is finding their replacement when they move up.

07:13 - We need to eliminate the fear of training our replacements. A lot of times we protect our own job, and we hold people back from doing that. Ed explains that at his store, they want to train their replacement no matter what role they are in. Everybody's job becomes easier because everybody understands the role in front of them.

Listen to the full episode featuring Ed Roberts for even more insights!

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!

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Mike Rich is the VP of Marketing at RevolutionParts, an easy-to-manage solution that is helping car dealers revolutionize the way they sell and source auto parts.

In this episode of the Fixed Ops Roundtable, Mike shares findings from the RevolutionParts 2021 OEM e-commerce report.

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What Ted Ings and Mike Rich discuss in this episode:

01:20 - The OEM e-commerce report is released annually by RevolutionParts to review e-commerce trends over time to understand how the parts game has really evolved.

01:55 - In 2021 the industry saw a 30% increase in OEM parts growth ending the year with about $578 million in OEM parts sales.

03:57 - Mike expects to see some level of stabilization in the market moving through 2022 and beyond. RevolutionParts only expects to see an 11% growth rate in 2022 OEM parts sales, which contrasted to any other department in the store is still really exciting.

04:55 - The average age of cars on the road is 12 years old. That's the oldest they've ever been due to manufacturing shortages. As a result, consumers are interested in holding onto their vehicle for longer periods of time. That also means that consumers are interested in purchasing accessories for their vehicles.

11:26 - Dealers should be looking for ways to digitize their parts experience for customers; to streamline and make more accessible their parts catalog.

12:36 - Amazon currently is doubling down on OEM parts

14:55 - Mike shares that they've observed a 49% increase in mobile device parts purchases in the last year. That's an 8.4% increase from the previous year.

Listen to the full episode featuring Mike Rich for even more insights!

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

Jim Pernas is the Vice President of fixed operations at Subaru of America, and a first-time guest at the Fixed Ops Roundtable. In this episode of the podcast, Jim shares his positive outlook about the various charitable contributions that the dealer network makes throughout the world, and why doing the right thing should continue to be a guiding principle of the retail automobile industry.

In addition, Jim shares about the incredible sales growth that Subaru has experienced and how that has increased the demand for fixed operations throughout the dealer network, and how they plan to address the supply chain needs into the foreseeable future.

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What Ted Ings and Jim Pernas discuss in this episode:

01:38 - Subaru believes deeply in giving back to the community and helping support community initiatives that are designed to enrich and enhance the lives of friends, loved ones, and neighbors.

02:53 - Subaru has been working closely with retailers on fixed operations expansion. To do so effectively, the OEM began looking internally to make sure that Subaru of America has the right infrastructure to support sustainable growth. This includes the expansion of their technical training centers to handle increased capacity.

04:45 - Jim explains that the lifetime value of a customer is phenomenal and it's so much less expensive to keep that customer coming back than it is to acquire a new customer.

06:37 - Jim shares what their fixed operations benchmarks are and what they find is important for service facilities to track.

13:32 - Jim shares about Subaru's "Share the Love" campaign, and it's focus on sharing love with others.

Listen to the full episode featuring Jim Pernas for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Jim Pernas!

Connect with Ted Ings and the Fixed Ops Roundtable:

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

➡ Register for the upcoming Fixed Ops Roundtable Event ⬅

Fernando Arellano is the CEO of Step One Automotive Group and joins the Fixed Ops Roundtable to discuss how he's been able to lead his group to tremendous success by leveraging his global experience in the retail automobile industry.

What Ted Ings and Fernando Arellano discuss in this episode:

1:27 - Fernando explains that much of what he's been able to accomplish comes from his faith in a higher power. While working hard, he believes accounts for the majority of his success, that work is deeply rooted in the fact that he knows his efforts are elevated by something bigger than him.

1:42 - Fernando has a long history in the retail automobile industry including having a grandfather who owned a Chrysler dealership in Patagonia. His time on the manufacturer side of the business working around the globe has helped shaped his unique perspective about the car business that so few operators get to have.

5:18 - It's important to set yourself and your team up for success. That means measuring effectively the key elements of the dealership that will bring the best experience for both customers and employees. Fernando sees that his responsibility reaches much further than his brick and mortar locations. Step One's responsibility is for 789 families. It's not only about the paycheck, it's who is behind that paycheck, and taking care of the families within the business is of utmost importance.

21:51 - Fernando doesn't believe that there is a secret recipe to his organization's success. It's compassion. He's always reminding his team to show compassion and love to each other, to the customers, and throughout the community.

23:10 - Ted asks Fernando what he sees coming within the next year or two within the auto industry. Fernando shares that he sees a big disruption on the horizon. Customers are especially more educated now than ever before, and eCommerce will become an even more prominent role within the dealership. 

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY 

Connect with Ted Ings and the Fixed Ops Roundtable:

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Don Lindsay is the Major Account Sales Manager at BG Products, a company that is committed to maintaining vehicles through high-quality automotive maintenance services. In this episode of the podcast, Don explains what he sees as a big challenge throughout the industry, and also where massive opportunities will emerge.

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What Ted Ings and Don Lindsay discuss in this episode:

1. Don shares how he got into the automotive industry and why he chose to work with BG products. In his new role with BG, he works closely with Lithia, a major automotive retailer.
2. Ted inquires about the biggest challenge Don sees throughout the industry which has remained consistent over the years.
3. People are a consistent challenge within the retail automobile industry, whether its retaining talent or acquiring talent; the challenge is that there is a seeming shortage of people.
4. Nothing will compensate for training our people and developing or iterating processes within the retail dealership.
5. Dealers should focus on updating their processes to streamline the experience for customers.
6. Don believes that moving through the remainder of 2022 and into 2023 there is a huge opportunity for service departments to maintain vehicles. The industry will continue to observe high gross inflation, which may drive prices up on the fixed side of the operation, however, there is an upswing in the form of customers hanging onto their vehicles for longer periods of time.
7. Listen to the full episode to get even more insights from Ted Ings and Don Lindsay.

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Thanks, Don Lindsay

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Steve Greenfield is the Founder and CEO of Automotive Ventures, a company focused on supporting automotive entrepreneurs, businesses, and investors with industry-specific resources, early-stage venture capital, strategic consulting, and extensive connections.

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What Ted Ings and Steve Greenfield discuss in this episode:

• The year-over-year growth of EV adoption is increasing, but it's still relatively low in contrast to gas-powered vehicles. While it may not be an issue for dealers in the next couple of years, they will continue to see EVs trickle in and take up more market share in the coming years.
• Many of the manufacturers have announced that they are going to go fully EV by 2030 - 2035, so dealers can expect to see a transition of the products they carry and will need to anticipate the needs of servicing those vehicles on-site.
• Electric Vehicles currently have fewer moving parts in comparison to the internal combustion engine which has over 2000 moving parts. While EVs only have about 20 moving parts, they are heavier and have much more torque which we can anticipate will drive more business on the wheel and tire side of the business.
• While tires aren't a high margin play for dealers, there are many options to explore to turn that into a recurring revenue stream for the store.
• We're hearing from General Motors that they expect after the dealers sell the vehicle, there's going to be all these subscription services. That means that the OEMs are already thinking about how to make less frequent visits for maintenance and turning that loss in potential margin into a more sustainable, predictable revenue stream. Car Dealers can do the same.
• GM is forecasting that by 2030 they will have an additional $25 Billion per year in additional high-margin revenue just from services that consumers subscribe to month-to-month.

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts and don't forget to click the subscribe button!

Thanks, Steve Greenfield

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

Brian Benstock is a Partner, General Manager, and Vice President at Paragon Honda and Paragon Acura in Queens, New York. His leadership has led them to be the number one certified Honda and Acura dealer globally.

What Ted Ings and Brian Benstock discuss in this episode:

• Brian has been able to remain ahead of the curve by providing concierge-level service, pickup, and delivery.
• Rather than complaining about evolving markets and consumer behavior, Brian chose to be inspired by the likes of Amazon and Google and look deeply within his dealership's operations and ask, "What would they do?"
• Change doesn't happen overnight. Brian recounts gathering his team together in 2016 to identify and provide solutions to the current challenges they faced in the market. "We went through a number of iterations and thoughts."
• By examining Amazon and Google, Brian shares a funny-but-true reality. The difference between the two giants is that Google brings a customer to the product through search, and Amazon brings a product to the customer.
• Brian chose to be inspired by this simple philosophy and began to examine whether or not there was a way to bring his services closer to a customer — to make the process more convenient for them, in a way that matched their lifestyle. This led to the dealership strategically placing drop-off service points throughout the city where service advisors would pick up cars and bring them back to the shop for service. Doing so made car repairs and maintenance more accessible to the general public because they can pick a location that was nearest them. This led Brian's team from 600 car pickups per month to over 1900.
• Brian suggests that dealers keep an eye on the horizon and anticipate what services trends are coming with electric vehicles. "You want to make sure you are involved heavily in those areas."
• Listen to the full episode for even more insights from Brian Benstock.

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Thanks, Brian Benstock!

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Greg Penske is the Chairman and CEO of the Penske Motor Group and joins the FIxed Ops Roundtable to share how his dealer group operates at peak performance. In this episode Greg shares the details of his thorough dealership hiring and onboarding process.

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• Greg shares that human capital and really taking the time to hire someone that's a great cultural fit goes a long way to increasing longevity in the business.
• Each potential new hire goes through 5 rounds of vetting before they are offered a position with a Penske dealership.
• It's the leadership team's job to think of themselves as "guest-relations" managers for their business.
• When you treat your people with respect and ensure they have the right tools to perform, great things happen.
• Longo Toyota sits on 55 acres in Los Angeles and speaks 48 different languages.
• Greg shares that they are always looking at opportunities to acquire more stores, but that didn't come until they had an internal process to grow and nurture the company's internal guests (i.e., employees).
• The average tenure of Greg's team members is extraordinarily high.
• Greg has a saying, "hard to get in and hard to get out," in reference to the hiring process. He explains that having a robust onboarding experience which included setting clear expectations and how they operate contributes to low turnover.
• When team members first start, they go through Penske College which really sets a tone and standard for new team members.
• Leadership is constantly following up with team members at regularly scheduled intervals to ensure team members are enjoying their jobs or if pivots are required.
• Listen to the full episode for even more insights from Greg Penske

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts and don't forget to click the subscribe button!

Thanks, Greg Penske!

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

What makes a successful automotive service department? How do industry leaders stay ahead of the curve in a rapidly evolving market? Join me, Ted Ings, as I dive deep into these questions and more with two remarkable guests Ed Roberts who is the Chief Operating Officer at Bozard Ford Lincoln, and Damon Egan Serving as the Service Manager at Sherwood Ford in Sherwood Park, Alberta.

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What we discuss in this episode:

In this episode we delve into the philosophies and strategies that drive the success of two prominent leaders in the automotive service industry, Ed Roberts and Damon Egan. 

We begin with Ed Roberts, who shares the foundational principles behind Bozard Ford Lincoln's acclaimed service department. Ed elaborates on their acronym, BEST (Building Excellence through Superior Training), which encapsulates their commitment to fostering a culture of excellence. He explains how their strategic partnerships with trade schools and the establishment of Bozard University have created a robust pipeline for developing skilled technicians, salespeople, and service advisors. This innovative approach not only enhances team competency but also fortifies their brand's reputation for quality service.

Damon Egan, brings a complementary perspective, emphasizing the critical importance of hiring for heart and integrity over mere technical aptitude. Damon discusses how Sherwood Ford's high retention rates are a testament to their supportive and growth-oriented work environment. He underscores the significance of drive and desire in new hires, noting that while technical skills can be taught, a strong work ethic and genuine commitment are irreplaceable.

A key theme in our discussion is the evolving role of mobile service in the automotive industry. Both Ed and Damon emphasize the importance of meeting customers where they are, reducing friction in service delivery, and valuing customers' time.

Listen to the episode featuring Ed Roberts and Damon Egan for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Ed Roberts and Damon Egan

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Bob Tasca is the Vice President of the Tasca Automotive Group and CEO of Tasca Racing. He is one of the most recognized and sought-after names within the retail automotive industry. His dealer group operates in 5 states.

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What Ted Ings and Bob Tasca discuss in this episode:

• Bob shares about the mental state required to race cars.
• Racing is the ultimate accountability machine. Whatever mistake is made, the car is going to find it in three seconds or less. The performance review is watched by 2 million people.
• Bob looks at what they do on the racetrack and brings it back to the dealership.
• What is the true definition of success? In racing, it's simple: the scoreboard has no friends.
• Bringing those philosophies back to the dealership, it becomes easy to understand what accountability mechanisms need to be in place in order to operate successfully.
• Bob clearly defines winning or losing, who are the top performers and bottom performers. He has created a very competitive environment in which personnel can compete to win each month.
• Ted asks about what Bob is processing in his mind as the race occurs. Bob shares that he's not thinking about anything other than winning. That is the mental state required to be successful. That is a mindset that is burned into you in racing. We're not there to get a sunburn, we're there to get a win. That is the same mentality that is leveraged back at the dealership.
• Bob's family has a saying, "Win on Sunday, Sell on Monday!"
• People want to relate with winners and brands that are successful.
• This mental state led Bob's team to become ranked 3rd in the world.
• "We measure our margin of victory in racing within thousandths of a second.
• Bob shares his views about electrification and how it will affect the retail automobile industry.
• Bob explains why he will never drive a fuel-powered engine as his daily driver ever again.
• The smart people out there are going to have to reinvent many aspects of the business to make way for electrification. The good news is that it's not going to happen overnight. It will be an evolution, but it's important to pay attention to it and do something about it!
• Listen to the full episode for even more insights from Bob Tasca.

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Thanks, Bob Tasca

If you enjoyed this episode featuring Bob Tasca, be sure to click the link below to say thanks!

1. Click here to thank Bob Tasca on LinkedIn

Connect with Ted Ings and the Fixed Ops Roundtable:

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3. Center for Performance Improvement

Andrew Wright, the managing partner at Vinart Dealerships, joins the Roundtable to discuss a topic that they haven't explored in-depth until now. His dealer group is focused on utilizing the internet to provide better access and an improved customer experience to car shoppers in their markets. Based on an article Andrew wrote titled, "Auto Industry Stakeholders Need To Come Together On A Standardized Data Convention."

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What Ted Ings and Andrew Wright discuss in this episode:

• Andrew has a lingering passion for data and data standardization in the auto industry given his involvement in various different boards and organizations. He has a front-row seat to a lot of things going on in the industry. 
• Something that frustrates so many dealers is that OEMs splash into the notion that they are going to mandate the solutions dealers can use which causes a lot of friction in the industry.
• There is a lot of conversation around the dealership's tech stack and also removing friction. 
• Data is key. It's not so much about the widget on the screen. It's more about having insights into what's actually happening across all rooftops so that dealers can make data-informed decisions. 
• The devil is in the data. If we make it about a standardized convention that can facilitate the flow of data, we will go a lot further in streamlining the tech stack and help the industry move forward by removing a lot of friction.
• Listen to the entire episode for even more insights from Andrew Wright. 

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Thanks, Andrew Wright

If you enjoyed this episode featuring Andrew Wright, be sure to click the link below to say thanks!

• Click here to connect with Andrew Wright on LinkedIn

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Ted Ings on LinkedIn
• Center for Performance Improvement

Glenn Pasch is the CEO of PCG Digital, an international speaker, and works with individuals on the front lines all the way to the C-suite to help them create leadership structures that foster healthier cultures and profitable teams.

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What Ted Ings and Glenn Pasch discuss in this episode:

• Dealerships have many plates spinning across all departments, which impacts the amount of time we have to catch a problem in its infancy so that it doesn't fester and become a bigger problem. 
• There are ways that leaders can inspect and steer the business so that small problems don't compound, and so that the daily business operations run more efficiently.
• It's important to spend time with your team training them and helping them get clear on what your expectations are as a leader. Often when leaders don't see what they expect is because there is a disconnect between expectations in the leader's mind and how those expectations were conveyed to the people responsible for performing the work.
• Glenn recommends that the best focus for dealers is around what experience they would like their customers to have while shopping for products and receving services. In so doing, dealers should have cause to find issues within their process and address those that cause friction.
• A great experience is created by a compounding of small elements. Is the dealership clean? Is the space inviting? Do the advisors get up from around the desk to greet customers? Each small element of the experience contributes to the whole. 
• Listen to the full episode to get even more insights from Glenn Pasch. 

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts and don't forget to click the subscribe button! 

Thanks, Glenn Pasch

If you enjoyed this episode featuring Glenn Pasch, be sure to click the link below to say thanks!

• Click here to thank Glenn Pasch on LinkedIn 

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Center for Performance Improvement

Sarah Vantine is the Vice President of Business Development Strategy at Quantum5, LLC, an innovative training platform that helps dealers focus in on processes that increase profits and retention.  

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In this episode Ted Ings and Sarah Vantine discuss:

• Cohesive communication has been a key element that has increased the success of Sarah's BDC, and in a way that resonates with customers.
• For young women who are thinking about starting a career in retail automotive, Sarah suggests that it's important to find a group of people that can offer support. It's important to have diversity and a lot of different types of people within the car business because that's our customer base.
• Don't be afraid to jump into the retail car business with both feet. This is a career that which you can make a great living for yourself and there are so many different possibilities out there from OEMs to dealerships to service centers. 
• This is a people business. If we can keep the focus on people, we can win more relationships that lead to long-term business opportunities. 
• A large part of Sarah's success within the BDC comes from injecting more human touchpoints. In an increasingly digital workspace, it's important to focus on retention and adding the human touch.
• Listen to the full episode to get even more insights from this episode.  

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Thanks, Sarah Vantine!

If you enjoyed this episode featuring Sarah Vantine, be sure to click the link below to say thanks!

• Click here to thank Sarah Vantine on LinkedIn   

Connect with Ted Ings and the Fixed Ops Roundtable:

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Joe St. John is the Vice President of Business Development at Stone Eagle F&I, and works with over 6000 dealerships to provide even greater profitability. 

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What Ted Ings and Joe St. John discuss in this episode:

• Joe explains what online transparency actually means. Transparency is a buzz-word that gets tossed around a lot in the industry
• It's important to standardize the F&I data coming from the DMS so that we can understand what's actually happening in the world at the transactional level of vehicle purchase. Doing so empowers dealers to understand that it matched the narrative throughout the industry and what information can be validated or invalidated.
• In 2018 NADA shared that less than 5% of dealers have a payment calculator on their website in any way, shape, or form. Today, more than 91% of dealers have payment information on their sites.
• What kicked the fear for dealers? COVID created an urgency to move the buying process online and make it more transparent upfront.
• When customers have control of the process, they seem to make some really good decisions and land themselves on cars that fit within their budget. They don't push themselves to the limit of their budget. Their ability to have room in that budget to place them where they need to be.
• We have to apply the same idea and concept to the fixed ops world. With more upfront transparency and allowing customers more control over the process, they will make smart decisions, despite what we've historically believed in the industry.
• Transparency is not the eroder of profitability, it should equal profitability.
• Listen to the full episode for even more insights from Joe St. John.

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Thanks, Joe St. John!

If you enjoyed this episode featuring Joe St. John, be sure to click the link below to say thanks!

• Click here to thank Joe St. John on LinkedIn

Connect with Ted Ings and the Fixed Ops Roundtable:

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Liza Borches is the President and CEO of the Carter Myers Automotive Group, a 98 year older dealer group, and fourth generation dealer. What originally started in 1924 as a saw mill company, they began producing their own trucks called the "Samson Truck" which eventually led them to owing a Ford dealership.

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In this episode, Ted Ings and Liza Borches discuss:

• Liza shares that a strong foundation of values has helped keep their dealer group in business after 98 years, but there are other contributing factors as well. For example, over the years there has only ever been one family member from each generation who has been involved in the company and who has led the company. When you look at family business in the automotive industry, they tend to hire several family members (a brother, sister, uncle, aunt, etc.) which means they are a family run business versus a business run by a family member.
• With several family members in the business, there are often multiple different opinions on how things should be run which can lead to diluting the focus and purpose for growth.
• A single point dealership will not exist in the future. People who dream of owning a dealership can join the CMA organization and be general managers with an ownership stake.
• ESOP - everyone at CMA is an owner which creates longevity and loyalty. They began profit sharing back in 1949. By 1979 it was an employee stock sharing plan.
• If we think of ourselves as a transportation hub versus a dealership, fixed ops is going to be a very important part of the operation.
• When it comes to customer retention, it's more important to have loyal and engaged employees.
• Sure it is important to focus on the big things like having the right product and the right marketing, but it's crucial to have the little things dialed in. For example, how well your employees can follow a process to delight the customer.
• Listen carefully as Liza shares real examples of how her team is providing a better customer experience by focusing on the big and little things aligned.

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Thanks, Liza Borches!

If you enjoyed this episode featuring Liza Borches, be sure to click the link below to say thanks!

• Click here to thank Liza Borhces on LinkedIn

Connect with Ted Ings and the Fixed Ops Roundtable:

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Chuck Kramer is the Chief Operating Officer at Foundation Automotive, a rapidly growing automotive group in the United States and Canada. One key element of their success as a dealer group is the fact that they consider people as the most valuable asset.

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In this episode, Ted Ings and Chuck Kramer discuss:

• Chuck has been in business for over 37 years and suggests that in order to remain relevant it's important to be open to change.
• The more information dealerships can provide, they are helping change the public's perception of the industry.
• Foundation Automotive has embraced the use of social media to help share their story and connect with the communities in which they operate in a more impactful way.
• Partnership is at the heart of Foundation's growing operation.
• You must have employee satisfaction first before being able to provide an exceptional customer experience.
• Chuck does not run his stores, they guide their stores. Mentorship is a key element in growing the business.
• When Chuck looks to purchase a new store, he considers the employees as the most valuable asset.
• Dealers need to pay attention to shop efficiencies. Yes, ROs are important, but when you pay closer attention to the customer experience and how to deliver a more efficient buying process (in Fixed and Variable), it's much easier to scale the business.
• Foundation Automotive's mantra is "People First, Always."

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Thanks, Chuck Kramer!

If you enjoyed this episode featuring Chuck Kramer, be sure to click the link below to say thanks!

• Click here to thank Chuck Kramer on LinkedIn

Connect with Ted Ings and the Fixed Ops Roundtable:

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David Boyle is the President and CEO of TraXtion (formerly Tire Profiles). In this episode of Fixed Ops Roundtable, which originally aired as part of the Pay It Forward live event, David joins Ted Ings to share his best advice about the importance of dealership service bay utilization and its impact on dealership revenue. 

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In this episode, Ted Ings and David Boyle discuss:

• If you asked any dealer if they'd be open to generating an extra $30,000 - $60,000 in gross revenue, we all know the answer would be "YES!"
• Dealership service departments are one of the best ways to generate more predictable revenue for a dealership and, when utilized efficiently, can produce more revenue for the store.
• That 10x20 square in the service bay is revenue producing real-estate that more dealers need to pay attention to.
• It's important to understand to also understand productivity and efficiency. When there is a problem with service bay utilization, you need to know where to look. Is it a sales issue or an efficiency issue.
• If one service bay has 32 billable hours, it would have an 82% utilization. If workflows and efficiency are sub-par, the efficiency of that bay and its ability to scale revenue diminish greatly.
• It's not just about the hours, it's actually about the money. We don't deposit hours in the bank, but hours do create money. Utilizing those hours across dealerships are not equal.
• There is one bay at the dealership that David refers to the "holy grail" of bays: The alignment bay.
• If you look at the effectiveness of the alignment bay in terms of hours and dollars and dollars produced, it is potential the highest producing bay in the dealership. It typically comes with technically efficiency, so when you're looking at how much that bay can produce, it can produce more in an 8 hour period than other bays.
• Average alignment bays can generate $150 per hour. Imagine if stores had more alignment bays and utilized them fully!
• The weakness of the alignment bay is that it often goes under-utilized at the dealership level.
• Dealerships need to focus on having a process to capture all of the opportunity.
• Challenge: Walk out to your service bay right now. If there is NOT a car on your rack, you have lots of opportunity. Start developing a process now to fill that rack and keep it filled. 

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button! 

Thanks, David Boyle!

If you enjoyed this episode featuring David Boyle, be sure to click the link below to say thanks!

• Click here to thank David Boyle on LinkedIn 

Connect with Ted Ings and the Fixed Ops Roundtable:

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Les Silver is the Executive Chairman of Dynatron Software and has been transforming the retail automotive industry for many years. This episode of the Fixed Ops Roundtable podcast is taken from Les Silver's presentation in which he shares his 6-pack for success.

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In this episode, Ted Ings and Les Silver discuss:

• Over the course of Les' career, he's been fortunate enough to learn valuable life lessons from people he has met.
• Each lesson learned contributes to the six-pack of success.
• Les shares the story of his first boss, Al Wiley, a dealer principal in Winnipeg, Canada. Al was a character who got his start in athletics and played Football for the CFL Winnipeg Blue Bombers. He was an all-star, and Grey Cup winning line-backer who was able to achieve that level of success with a handicap of partial blindness.
• In an effort to expand his dealership business, Al ended up going broke. However, by maintaining a positive attitude, he was able to get back on his feet and continue to purchase more dealerships.
• Maintaining a positive attitude is the core to achieving ones definition of success.
• It's just as easy to think big as it is to think small. That lesson is valuable in learning to attempt things beyond ones limiting beliefs.
• What are the risks of thinking and pursuing big?
• The pool of big thinkers is smaller than the pool of small thinkers. That means you'll have less competition.
• Les Silver shares the 7 times rule. People don't really understand what you're trying to teach them until you've explained it 7 times. Consider the impact the 7x rule can have at your dealership as you seek to evolve your process, train your people and build a culture fit for long-term success.
• Listen to the full episode featuring Les Silver for even more valuable insights! 

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button!

Thanks, Les Silver!

If you enjoyed this episode featuring Les Silver, be sure to click the link below to say thanks!

• Click here to thank Les Silver on LinkedIn 

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event 
• Ted Ings on LinkedIn
• Center for Performance Improvement

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Steven Apicella.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

David O’Brien is a visionary in the automotive service industry, with a rich history of innovation and leadership. As the Co-Founder and Board Chairman of Quantum5, he has been instrumental in reshaping how dealerships approach service operations, customer retention, and team collaboration. His experience spans from being part of the legendary Pat Ryan organization to leading Quantum5’s groundbreaking initiatives.

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What we discuss in this episode:

David O’Brien brings a fresh perspective to the concept of morning meetings. These aren’t just your typical "save a deal" gatherings; they’re strategic sessions designed to plan for success. O’Brien emphasizes the importance of proactive planning over reactive problem-solving. He shares, "In fixed operations, it’s about creating a plan that includes thinking of what could go wrong and being ready for success."

Drawing from his personal experiences, O’Brien discusses the critical role of customer retention. He shares his own frustrations as a customer and how dealerships can avoid making customers feel like "civilians" in their own service experience. "I just don’t want to feel like a civilian," he says, highlighting the need for personalized, attentive service.

David O’Brien’s insights are a game-changer for any dealership looking to enhance their service operations. His emphasis on proactive planning, effective communication, and continuous improvement provides a roadmap for success. Tune in to this episode to discover how you can transform your morning meetings and elevate your service department to new heights.

Listen to the episode featuring David O'Brien for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, David O'Brien

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
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• Center for Performance Improvement

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Kevin Winter.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features John Fitzpatrick.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Andrew Wright.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!