The Service Lounge – Détails, épisodes et analyse

Détails du podcast

Informations techniques et générales issues du flux RSS du podcast.

The Service Lounge

Loisirs

Fréquence : 1 épisode/30j. Total Éps: 22

Welcome to The Service Lounge by UpdatePromise. Where raw conversations come to life, fueled by fact-based data and firsthand insights on what customers are actually saying in dealership service lounges. Our Consumer Experience team is dedicated to taking all the data and experiences we've gathered and sharing them with everyone. Join us to uncover real customer feedback and gain valuable perspectives.

Lire plusRéduire

Site

RSS

Apple

Données mises à jour le 04/07/2026

Classements récents

Dernières positions dans les classements Apple Podcasts et Spotify.

Apple Podcasts

Spotify

Aucun classement récent disponible

Liens partagés entre épisodes et podcasts

Liens présents dans les descriptions d'épisodes et autres podcasts les utilisant également.

https://www.youtube.com/@TheServiceLounge
2 partages
https://youtu.be/W7-3npUa9P0
2 partages
https://www.youtube.com/@ServiceLounge
2 partages

Qualité et score du flux RSS

Évaluation technique de la qualité et de la structure du flux RSS.

Qualité du flux RSS

À améliorer

Score global : 43%

Historique des publications

Répartition mensuelle des publications d'épisodes au fil des années.

Year

Derniers épisodes publiés

Liste des épisodes récents, avec titres, durées et descriptions.

Ep 21⎜The Formula for Technician Buy-In and Customer Communication - Feat. Peter Solber

mardi 24 mars 2026 • Durée 31:34

High-performing service departments aren’t built on process alone — they’re built on buy-in, culture, and execution.

In this episode of The Service Lounge, host Brandon Nixon is joined by Peter Solber, Fixed Operations Director at Chicago Northside Toyota, for a real-world conversation about technician accountability, shop culture, and what it actually takes to execute at a high level in today’s service lane.

With decades of experience leading one of the busiest Toyota service operations in the Chicago market, Peter shares how his team has built a culture where technicians, advisors, and leadership are aligned around one goal: delivering a better customer experience.

From overcoming technician pushback on video inspections to building a mentorship-driven shop environment, this episode breaks down the operational habits that separate average stores from high-performing ones.

This episode is about more than process — it’s about leadership, culture, and execution.

What you’ll hear in this episode:
🔹 Why technician buy-in is critical to execution🔹 How video inspections improve transparency and approvals🔹 A mentorship model that improves technician retention and growth🔹 The role of shop culture in performance and accountability🔹 Where fixed operations is headed as technology continues to evolve🔹 How dealerships can differentiate through customer experience

🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the systems behind performance.

Lire plusRéduire

Ep 20⎜Aligning Service Leadership with Ownership - Feat. Jim Phillips

mardi 24 février 2026 • Durée 28:17

Service is no longer the support department — it’s driving the business.

In this episode of The Service Lounge, host Brandon Nixon is joined by Jim Phillips, Principal of Training Team USA, for a candid conversation about financial alignment, revenue growth, and the future of fixed operations leadership.

With decades of dealership experience and leadership roles at NADA and Cox Automotive University, Jim brings a rare full-spectrum perspective to the table. The discussion centers on how fixed ops has shifted to produce over half of dealership gross profit — and why many stores are still managing it like an afterthought. Rather than defaulting to expense cuts, Jim challenges leaders to focus on revenue improvement, throughput, and building clear business cases that align service strategy with ownership expectations.

This episode is about understanding the three financial levers that truly drive dealership profitability — and how service leaders can think long-term instead of operating in 30-day cycles.

What you’ll hear in this episode:🔹 The three levers that impact dealership profitability🔹 Why fixed ops now represents the majority of dealership gross🔹 The disconnect between service leadership and dealer principals🔹 How to build business cases that actually get approved🔹 Why revenue conversations matter more than expense conversations

Watch the full episode on YouTube:
https://youtu.be/bzmvXWh0pec

Lire plusRéduire

Ep 19⎜Why Dealers Are Finally Rethinking the DMS - Feat. Kim Carroll & Scott Kaskocsak

vendredi 30 janvier 2026 • Durée 30:30

Customer experience is everyone’s priority.But the systems behind it often get overlooked.

In this episode of The Service Lounge, host Brandon Nixon is joined by Scott Kaskocsak and Kim Kotz Carroll from Dominion DMS for a candid conversation about the role the DMS actually plays in today’s dealership—long before a customer ever reaches the service drive.

With decades of experience across automotive technology, dealership operations, and DMS platforms, Scott and Kim share an inside look at why time—not price, not process—is at the heart of most customer frustration. The discussion explores how internal workflows, system design, and ease of use directly impact advisor efficiency, employee retention, data access, and ultimately, the customer experience.

Rather than focusing on flashy features or “all-in-one” promises, this episode centers on simplicity, speed, security, and dealer freedom—and what modern dealerships should expect from the backbone of their operation heading into 2026.

This episode is about understanding how the right infrastructure empowers people to do their jobs better—and why that matters more than ever.

What you’ll hear in this episode:🔹 Why time is the real driver behind customer complaints🔹 How internal systems shape the external customer experience🔹 The difference between cloud-native and cloud-hosted DMS platforms🔹 Why ease of use matters for both seasoned staff and the next generation🔹 What dealers should expect from a modern DMS moving forward

🎧 Watch on YouTube: https://youtu.be/VJxVAEtWpds

🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the systems behind the work.

Lire plusRéduire

Ep 18⎜What Dealers are Getting Wrong About Data - Feat. Mark Begley

jeudi 15 janvier 2026 • Durée 30:34

Data is everywhere in today’s dealership.
Clarity is not.

In this episode of The Service Lounge, Brandon Nixon sits down with Mark Begley, Chief Revenue Officer at DealerOps, to unpack what dealers are getting wrong about data—and why more reports don’t automatically lead to better decisions. With decades of experience across dealership operations, fixed ops leadership, and DMS platforms, Mark offers a practical, operator-first perspective on how data should actually be used.

The conversation cuts through the noise around dashboards, AI, and “next big tools,” focusing instead on context, accountability, and decision-making. Rather than treating data as the solution, this episode explores how leaders can use it to support better workflows, stronger teams, and a more consistent customer experience.

This episode is about moving from information overload to confident action.

What you’ll hear in this episode:
🔹 Where dealers misinterpret or misuse their data🔹 Why more reports don’t equal better performance🔹 How to balance AI with real-world operational experience🔹 What fixed ops leaders should prioritize heading into 2026🔹 The direct connection between data, efficiency, and customer retention

🎧 Watch What Dealers Are Getting Wrong About Data on 🎥 YouTube: https://youtu.be/qaKQ2GbMyQ4

🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the work behind the work.

Lire plusRéduire

Ep 17⎜From Idea to Reality: This Is Our Story

lundi 29 décembre 2025 • Durée 30:00

Most episodes focus on tactics, tools, and strategies.This one starts at the beginning.

In this special solo episode of The Service Lounge, Brandon Nixon shares the story behind the journey—where it started, the failures along the way, and the decisions that shaped everything that exists today. From early lessons learned in the collision industry to building through uncertainty, this conversation pulls back the curtain on what it really takes to build something that lasts in fixed ops.

This episode is different by design. It’s about perspective, purpose, and the realities of building while balancing leadership, family, and the pressures of an industry that never slows down.

What you’ll hear in this episode:
🔹 The early moments that sparked the idea behind the business🔹 Why people and support matter more than chasing the next shiny tool🔹 What failure actually looks like when you’re building in real time🔹 Lessons learned from listening to dealers and adapting along the way🔹 A forward-looking perspective on where fixed ops is headed and why customer expectations matter more than ever

If you’ve ever built something, led a team, or questioned how to create real change in this industry, this episode offers honest insight and context behind the work.

🎧 Listen to From Idea to Reality – This Is Our Story on your favorite platform:
Spotify: https://open.spotify.com/show/3wznS5Eu59Rbn5MclZV9TX
Apple Podcasts: https://podcasts.apple.com/us/podcast/the-service-lounge/id1754609625
YouTube: https://www.youtube.com/@ServiceLounge/videos

🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the work behind the work.

Ep 16⎜Marketing That Moves Metal: What Dealers Are Missing - Feat. Zabrina Ziemba

mardi 25 novembre 2025 • Durée 25:25

🚀 Most dealerships are leaving money, loyalty, and long-term trust on the table — and they don’t even realize it.

In this episode, Zabrina Ziemba joins us to uncover what dealers are missing when it comes to customer experience, community connection, digital strategy, and service drive engagement.

From GA4 confusion to retention breakdowns to brand-building basics, this conversation is loaded with practical insight you can apply immediately.

You’ll Learn:

Why the service drive is your most powerful retention tool
How brand and community influence today’s car buyer
The truth behind lead counts vs. real marketing impact
How to follow the customer journey across multiple platforms
The mindset shift that helps you grow in automotive

📌 Stop by to say hello on our other pages!Apple Podcasts: https://lnkd.in/grp9Ehn3Spotify: https://lnkd.in/g3tWS5fXClubhouse: https://lnkd.in/gzfbk9gALinkedIn: /the-service-lounge-by-updatepromiseX / Twitter: https://lnkd.in/gBRYPACY
Facebook: https://lnkd.in/eM6wX5x
Instagram: https://lnkd.in/g2NVyqpm

Lire plusRéduire

Ep 15⎜The Power of Going All In on Process Change - Feat. Mike Weidenburner

mardi 21 octobre 2025 • Durée 28:32

Toyota of Danville’s Mike Weidenburner joins The Service Lounge to share how going all in on process change reshaped his service department — from empowering advisors and training techs to building accountability and trust with customers.

What you’ll learn in this episode:
✅ How to inspire buy-in and consistency across your team✅ Ways to connect leadership with measurable results✅ Why full commitment to change transforms your service lane

📌 Stop by to say hello on our other pages!
Apple Podcasts: https://lnkd.in/grp9Ehn3Spotify: https://lnkd.in/g3tWS5fXClubhouse: https://lnkd.in/gzfbk9gALinkedIn: /the-service-lounge-by-updatepromiseX / Twitter: https://lnkd.in/gBRYPACYFacebook: https://lnkd.in/eM6wX5xInstagram: https://lnkd.in/g2NVyqpm

Lire plusRéduire

Ep 14⎜Winning in a Competitive Market: ELR & Retention - Feat. Rusty Mayfield

mardi 23 septembre 2025 • Durée 30:08

How do you keep customers driving 60 miles past independents just to return to your dealership?

In this episode of The Service Lounge, host Brandon Nixon sits down with Rusty Mayfield, Parts & Service Director at Coad Toyota, to uncover the real-world strategies that keep his Missouri dealership thriving against tough competition.

What you’ll learn in this episode:
- Why effective labor rate (ELR) is more than just a number—and how small tweaks add up to thousands.
- Creative approaches to tackling technician shortages, from 4x10 schedules to brand-new shop upgrades.
- The power of “celebrating the green” in both MPIs and advisor performance to build trust and motivation.
- How prepaid maintenance programs like “Coad Care” lock in customer loyalty.
- Why lowering diagnostic fees can actually be a smart move to win more repair orders.

Rusty’s insights prove that sometimes it’s the little things—like an extra dollar on an oil change or a positive word to an advisor—that create the biggest impact. Don’t miss this conversation packed with strategies you can apply in your own service drive today.

Follow The Service Lounge across all platforms:
YouTube: https://www.youtube.com/@TheServiceLounge
Apple Podcasts: https://lnkd.in/grp9Ehn3
Spotify: https://lnkd.in/g3tWS5fX
Clubhouse: https://lnkd.in/gzfbk9gA
LinkedIn: https://www.linkedin.com/company/the-service-lounge-by-updatepromise
X/Twitter: https://lnkd.in/gBRYPACY
Facebook: https://lnkd.in/eM6wX5x
Instagram: https://lnkd.in/g2NVyqpm

Ep 13⎜Top 10 Customer Complaints in Fixed Ops – What Changed in 2025?

mardi 22 juillet 2025 • Durée 27:34

We’re back with a brand‑new episode! A year after our very first show, Brandon Nixon and Christian Eagen return to revisit the Top 10 Customer Complaints in Fixed Ops—this time using thousands of reviews from January through June 2025.

What’s changed since last year?
Why did “repairs not fixed right the first time” take the #1 spot?

And how did wait times drop off the top of the list?

You’ll hear real examples straight from customer comments, plus insights on:
✅ Improving advisor‑to‑tech communication
✅ Meeting customer expectations on details like car washes and MPIs
✅ Why poor communication is now the second biggest complaint
✅ How scheduling tools and AI are reducing appointment frustrations

Whether you’re a service manager, advisor, or fixed ops leader, this episode will help you spot the issues that drive customers away—and how to fix them.

👉 Don’t forget to subscribe to The Service Lounge for more fixed ops insights and comment below with your thoughts!

#FixedOps #ServiceDrive #AutomotiveService #CustomerExperience

Lire plusRéduire

Special Rewind: The Episode That Started It All – Top 10 Fixed Ops Complaints

jeudi 26 juin 2025 • Durée 40:11

Special Rewind Episode: Top 10 Customer Complaints in Fixed Ops (Originally Aired June 2024)

We’re throwing it back to where it all started — the very first episode of The Service Lounge Podcast.

Join hosts Brandon Nixon and Christian Eagon as they revisit the top 10 customer complaints in the dealership service industry. From long wait times and appointment frustrations to communication breakdowns and misdiagnoses, this episode still hits hard — because the issues are still happening.

Originally aired during the CDK Global cyberattack, this episode also touches on:- The aftermath of the CDK outage and how it disrupted dealership operations- Tangible ways to improve the service experience from day one- Real customer reviews that continue to echo in 2025Whether you’re new to the series or looking to reflect on how far your team has come, this is the episode that set the tone for it all.

Don’t forget to subscribe and share your thoughts with us!

Lire plusRéduire

Podcasts Similaires Basées sur le Contenu

Découvrez des podcasts liées à The Service Lounge. Explorez des podcasts avec des thèmes, sujets, et formats similaires. Ces similarités sont calculées grâce à des données tangibles, pas d'extrapolations !

Il n'y a pas de contenu associé à ce podcast.

À propos Méthodologie Contact Me soutenir Politique de confidentialité Mentions légales

The Service Lounge – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Spotify

Liens partagés entre épisodes et podcasts

Other8

Youtube8

LinkedIn2

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts et contenus similaires

Podcasts Similaires Basées sur le Contenu

Apple Podcasts

Spotify

Podcasts Similaires Basées sur le Contenu

Other8

Youtube8

LinkedIn2