Explore every episode of the podcast FWRD: An EasyCare Podcast

The latest episode of FWRD tackles a topic every dealership needs to take seriously right now: FTC compliance. Hosts Corey Smith and Erick Jauregui are joined by Erica Blackman, EasyCare's compliance training expert, and Shannon Robertson, VP of AFIP, the Association of Finance and Insurance Professionals. The conversation starts with the FTC's recent warning letters sent to 97 dealerships representing more than 1,000 rooftops, and what that signal means for the industry. The core message is clear: online pricing must match what customers see and hear in the store, employees posting on personal social media as dealership staff are subject to the same advertising rules, and no store is too small to end up on the FTC's radar.

The guests push back hard on the idea that compliance lives only in the F&I office. From service and parts to the technician on the shop floor, every department carries risk, and every employee's actions can expose the dealership. Shannon's framework is straightforward: build a written code of conduct, define your processes, and train everyone on them consistently. Erica adds that dealerships need to inspect what customers actually experience, not just what managers think is happening. The episode closes with a point that hits close to home for any store leader: customer confusion is not a sales strategy, and the dealerships that figure that out before an audit are the ones that stay off the radar.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui speak with Eric Meahan, Managing Director of Repair360, about the declining profitability of used cars at dealerships.

Meahan explains that gross profit per unit has dropped over 12% year-over-year due to inflated acquisition costs post-COVID, parts shortages, and increased reconditioning expenses.

He emphasizes that dealerships must shift from viewing reconditioning as an afterthought to treating it as their supply chain. Key strategies discussed include improving vehicle appraisal processes, implementing better communication systems, tracking leading indicators rather than just cycle time, and establishing clear accountability in the recon process.

Meahan recommends dealerships focus on getting vehicles retail-ready within five days, implement daily recon huddles, and measure KPIs like idle time, parts waiting periods, and rework.

The conversation highlights how proper reconditioning management can turn used cars back into a profitable center for dealerships, with practical advice for immediate implementation.

In this episode of FWRD, Erick Jauregui sits down with the leadership team from Reeder Trausch Marine to explore what it takes to build a high-growth dealership without losing sight of culture. From humble beginnings to multi-location success, the team shares how strong leadership, clear communication, and unwavering standards have fueled their growth.

The conversation dives into the importance of maintaining a family-first culture, developing leaders from within, and creating consistent, customer-focused processes across every department. The team also discusses innovation in the marine space—from training and technology to new customer experience initiatives like boating education and concierge-style services.

Listeners will gain insight into how Reeder Trausch Marine continues to evolve while staying grounded in its core values, and how intentional leadership, accountability, and investment in people can drive both performance and long-term success.

In the latest episode of FWRD, Erick Jauregui speaks with Bernie DeGraw, a senior education developer for MRAA. They discuss the evolution of customer expectations in the marine service industry, emphasizing the significant gap in service compared to sales.

Bernie highlights the importance of communication skills and education for service managers and advisors, noting that these roles must improve customer interactions to enhance service experiences. They agree that the focus should shift towards creating a continuous relationship with customers post-sale, rather than viewing the sale as an endpoint.

Additionally, the conversation touches on the necessity of incorporating technology, including AI, to improve customer service and streamline operations. The episode encourages listeners to take actionable steps to enhance communication and training within their teams to foster a world-class customer experience in the marine service sector.

In this episode of FWRD, Corey Smith sits down with Russell Hill, Co-Founder and Managing Partner of Fixed Ops Marketing, to discuss why dealership websites have become the new digital showroom for fixed operations.

With more than 40 years in the automotive industry, Russell shares insights on how the service customer journey has shifted online and why many dealership websites still fail to meet modern expectations. Nearly 30% of dealership website visitors are looking for service information, yet many encounter outdated content, poor navigation, or limited transparency around pricing.

Corey and Russell explore how dealerships can improve their digital service experience, reduce customer defection after the warranty period, and capture more fixed ops revenue through clearer navigation, better content, and a more intentional digital strategy.

They also discuss how emerging technologies like AI and predictive maintenance will continue to reshape the service experience and help dealerships anticipate customer needs earlier.

For dealers focused on growth and retention, one thing is clear: your website plays a critical role in the future of fixed operations.

See EasyCoach in action: easycare.com/easycoach

What if every F&I conversation in your dealership could drive better performance, stronger compliance, and higher revenue?

In this episode of FWRD, we introduce EasyCoach℠ powered by Siro, EasyCare’s newest AI-driven platform designed to reinforce F&I training and turn real customer interactions into actionable coaching insights.

EasyCoach℠ records, transcribes, and analyzes real finance conversations, scoring them against the proven EasyCare F&I process to surface coaching opportunities, compliance risks, and missed revenue moments.

Why EasyCoach matters for dealerships:

Most dealerships invest in training. EasyCoach℠ ensures that training is consistently executed in every deal.

By providing real-time visibility into what’s actually happening in the F&I office, EasyCoach℠ helps leaders coach with precision, improve accountability, and scale performance across their teams.

What you’ll learn in this episode

• How AI is transforming F&I coaching through real conversation analysis
• How dealers are seeing a $200+ lift in PBR
• How product penetration increased from 4% to 20% with better visibility
• How EasyCoach℠ helps identify compliance risks before they become costly issues
• A real example of $120K saved through recorded transaction validation
• Why top-performing F&I managers succeed through stronger rapport and needs assessment

In this episode of FWRD, Corey Smith and Erick Jauregui sit down with leadership expert and author Jamison Carrier to discuss what it really takes to build a high-performing team in today’s automotive industry.

Jamison shares insights from his new book Building a Championship Team, including why money alone is a weak motivator, how leaders can create a culture centered around winning, appreciation, and accountability, and why dealerships must move beyond informal hiring practices to build stronger teams. He explains how identifying traits like hunger, humility, and competitiveness can help leaders hire and promote the right people, not just the best interviewers.

The conversation also explores common leadership challenges in growing organizations, including unclear roles, communication breakdowns, and the risks of promoting top performers who may not yet be ready for leadership positions. Jamison emphasizes the importance of defining expectations clearly so every team member understands what success looks like and how to achieve it.

For dealership leaders focused on improving team performance, retention, and culture, this episode provides practical strategies for building organizations that prioritize accountability, development, and long-term success.

In this episode of FWRD, Corey Smith and Erick Jauregui break down what it really takes to win in fixed operations in 2026 and beyond.

Service is no longer just a department. It is the dealership’s profit engine. And the stores that treat it that way will dominate the next decade.

With overloaded service advisors, technician shortages, smarter customers, and rising corporate demands, doing what worked in 1990 will not work in 2026.

Corey and Eric share real, actionable plays for:

• Turning the service drive into a sales floor

• Elevating the role of the service advisor

• Rethinking dealership layout and operational structure

• Building a fixed ops culture that drives long-term profitability

• Aligning service strategy with dealership growth goals

If you are a dealer principal, GM, fixed ops director, or service manager looking to increase retention, improve RO performance, and future-proof your store, this episode delivers practical strategies you can implement now.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui break down what dealerships must do to professionalize the service advisor role in 2026 and beyond. From KPI literacy and daily coaching to AI adoption and video multipoint inspections, this conversation outlines a blueprint for transforming service departments into frontline revenue engines.

You’ll learn:

• Why one-time training fails and how to build a true practice culture
• The KPIs every service advisor must understand (ELR, approval rate, HPR, declined services)
• How AI tools like video MPIs and automated scheduling will reshape advisor workflows
• Why service must shift from “after sale” to lifetime ownership experience
• How integrating F&I knowledge into service drives retention and extended warranty revenue
• The importance of visible scoreboards, daily huddles, and positive reinforcement coaching

If you want to increase approval rates, raise effective labor rate, improve CSI, and build long-term customer loyalty, this episode delivers the strategy.

Service is no longer a back-end department. It is the dealership’s competitive advantage.

AI is everywhere in automotive right now, but not all “AI” is the same.

On this episode of FWRD, Corey Smith and Erick Jauregui sit down with Sean Hartman, VP of Sales at Toma, to talk about the practical side of AI for dealerships, especially in service and customer communications. Sean shares how dealers can avoid the hype, start with clear goals, and choose solutions that actually move the needle.

You’ll learn:

• The simplest way to think about AI in a dealership: start with the use case
• Two common dealer scenarios where AI delivers fast wins (overwhelming call volume vs. repetitive BDC calls)
• How to spot real AI vs. advanced IVR
• The “Art of AI” framework: Adoption, Resolution, Tailoring
• What to ask vendors (learning over time, benchmarks, call-tree placement, integrations)
• Where the human touch still matters most (status calls, tough conversations, upset customers)
• What the next 3–5 years may bring: smarter, more dynamic workflows and communications

If you are exploring AI, this is a strong starting point to evaluate tools with clarity and confidence.

In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui sit down with Eric Meahan to explore how data-driven reconditioning helps dealers reduce cycle time, control costs, and protect used vehicle margins.

Eric shares how EchoPark cut reconditioning cycle time to five days by improving process visibility, labor allocation, and supplement management. The conversation highlights why idle time between recon steps is often the biggest bottleneck, not technician productivity, and how integrated tools eliminate manual tracking and errors.

They also discuss how tighter controls, upstream recon decisions, and mobile repair strategies will become critical as used vehicle market conditions shift. The episode reinforces how aligning people, process, and technology can turn reconditioning into a competitive advantage.

🎧 Listen now to learn how smarter recon processes can improve throughput, efficiency, and profitability across your dealership.

What does leadership look like when profit is no longer the priority?

For Brent Smith, it looks like showing up for people who are often forgotten. In this episode, Brent opens up about founding Love’s Reflection after years of hospice volunteering and a near-death experience that permanently shifted his perspective on life, death, and purpose.

You’ll hear how Love’s Reflection focuses on fast, meaningful, deeply personal acts of service, from granting final wishes to simply ensuring no one feels alone at the end of life. Brent also shares how a major partnership with Akron Children's Hospital is expanding the nonprofit’s reach and why leadership grounded in compassion has reshaped his dealership culture, team morale, and long-term vision.

This conversation goes beyond nonprofit work. It’s about redefining success, building community when none exists, and understanding how one small act of kindness can impact everyone involved.

In this episode of the FWRD Podcast, Corey Smith sits down with Laurie Halter to discuss why authenticity and clear communication are essential to building trust, culture, and performance in automotive.

Laurie explains how brand promises only work when they are consistently delivered at every customer touchpoint. From sales and service conversations to leadership communication, she shares why customers and employees quickly lose trust when words and actions do not align.

The conversation explores how understanding emotional drivers helps teams communicate more effectively, improve loyalty, and strengthen internal culture. Corey and Laurie also discuss leadership language, personal brand alignment, and why authentic video and storytelling resonate more in today’s digital landscape.

They also touch on crisis communication and reputation management, highlighting the importance of transparency, accountability, and follow-through. The episode closes with a reminder that honest, human leadership builds stronger relationships and long-term success.

In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui unpack one of the biggest transitions in fixed operations: moving from service advisor to service manager.

Together, they break down what it means to step into leadership, highlighting the importance of shifting from individual performance to team success. The discussion covers key management skills like understanding and teaching metrics, maintaining shop balance, managing inventory, and forecasting effectively.

The hosts also explore how to handle tough conversations, set healthy boundaries, and foster a positive team culture built on communication and accountability. Throughout the episode, they emphasize the importance of leading by example and investing in professional development to keep growing as a manager.

In this episode, Matt Raymond, COO of Bowtie Solutions, joins Erick Jauregui to share how dealerships can modernize their service BDCs without sacrificing quality or breaking the budget. Matt explains why his team defines AI as “Actual Individuals,” and how the right balance of people and automation can transform a call center from a cost center into a profit driver.

They discuss how customer expectations have evolved, why dealers need to track the right performance metrics, and how outsourcing can fill process gaps while keeping operations scalable. Matt also shares real results, including how one dealership captured 67 missed calls and turned 47 of them into appointments within two days.

The conversation wraps with three simple takeaways: if you can’t manage it, outsource it; know your numbers and compare results; and stay focused on what your team does best.

🎧 Listen now to learn how human connection, smart technology, and consistent tracking can take your BDC performance to the next level.

What if your dealership website worked like your best employee—always converting, engaging, and selling 24/7?

In this episode, Russell Hill returns to the FWRD Podcast to share how Fixed Ops Marketing rebounded from a near acquisition to scale past 600 stores through digital innovation and smarter service strategies. Russell and host Corey Smith dive into:

Why 30% of dealership website visitors come for service content—and often leave unsatisfied

The “three-click rule” and how it impacts engagement and retention

The growing role of AI in predictive maintenance and mobile service

How to reduce customer defection by improving digital transparency

Why your website deserves the same attention as any employee

Russell also gives a glimpse into his personal journey—building a family compound, slowing down after decades in automotive, and redefining what success looks like after 40+ years in the industry.

In today’s digital-first environment, your dealership's long-term success hinges on more than just what you sell — it depends on how you listen.

On this episode of FWRD, hosts Corey Smith and Eric Jauregui sit down with Jeane Reitelbach, a brand strategist with 27 years of marketing experience and over a decade in automotive retail, to unpack how the Voice of the Customer can shape your operations, leadership style, and even your Google rankings.

Jeane shares dealership-tested strategies like:

• How AI and search engines are ranking your dealership based on review sentiment and responsiveness
• Turning one-star reviews into team-building moments with “lunch and learn” sessions
• The power of asking “Did this feel thoughtful and professional?” as a standard closing question
• Tracking CSAT, NPS, and market share down to the individual team member
• How professional platforms like LinkedIn influence brand perception — and recruitment — through AI sentiment

If you're a GM, Fixed Ops leader, or anyone focused on retention and reputation, this episode will give you a fresh perspective on using feedback as fuel for growth.

Most customers don’t even know dealerships sell tires—and that’s a major opportunity. In this episode of FWRD, Corey Smith sits down with Eddie Campbell, GM of Forest Lane CDJR, to break down how they became a top tire-selling store in the CDJR network.

Eddie shares how their success came down to three key areas: consistent quoting, advisor certification, and embracing technology like video inspections and advanced tire scanning. You’ll also hear why 78% of tire buyers go with the first person who asks, how advisor compensation and showroom displays build tire culture, and how social media can fuel awareness.

If you’re in fixed ops, sales leadership, or looking to increase service lane profitability—this episode is packed with tactical takeaways.

Mobile service is no longer just a future trend — it’s actively reshaping how dealers deliver value, drive retention, and grow their fixed ops revenue. In this episode of FWRD, host Corey Smith welcomes Jeremy Stevens to unpack how mobile service is creating meaningful customer relationships, why dealerships need to go “all in” to make it work, and how to overcome operational hurdles.

With over 800 perfect surveys and powerful real-world experience, Jeremy shares what success looks like when mobile techs are trusted, equipped, and empowered to bring the dealership experience straight to the customer’s driveway.

Whether you’re considering launching mobile service or looking to optimize what you’ve already started, this episode gives you the strategic lens — and the firsthand proof — to get ahead.

With a 49% turnover rate among service advisors, today’s fixed ops challenges go far beyond customer satisfaction — they begin with the employee experience.

In this episode of FWRD, Corey Smith is joined by Chris Craig — industry trainer, content creator, and author of Becoming a Better Service Professional — to explore how dealership leaders can create stronger, more resilient teams.

They dig into the real-world challenges facing service departments: from communication gaps between advisors and technicians, to broken survey practices, to retaining new techs through their first year. Chris also shares actionable ways leaders can create clarity around career growth, improve onboarding, and foster long-term loyalty.

Whether you’re a GM, fixed ops director, or someone committed to supporting your people, this episode offers a thoughtful look at how better leadership leads to better outcomes — for your team and your customers.

In today’s market, attention is currency—and if your dealership isn’t showing up online, you’re missing the sale before it starts. In this episode of the FWRD Podcast, host Corey Smith sits down with Jordan Cox, a dealership video strategist with 11+ years of experience, to unpack the real strategies that top-performing rooftops are using to win on social.

Jordan shares how dealerships of any size can create effective, scalable video content that boosts visibility, drives fixed ops engagement, and builds long-term customer trust—without a full-time video team or fancy production setup.

Get actionable guidance on:

• Creating consistent short-form videos that cut through the noise
• Turning your sales and service teams into on-camera brand advocates
• Shifting from promo-based content to authentic storytelling
• Using CRM and social analytics to track ROI from your videos

Whether you’re a GM, service manager, or marketing lead, this episode gives you a clear, low-barrier blueprint for dealership video success in 2025 and beyond.

In this episode of the FWRD podcast, Christine Vinatieri-Erickson, President of the South Dakota Auto Dealers Association, joins hosts Corey Smith and Erick Jauregui for a wide-ranging conversation on the challenges today’s dealers face — and where real opportunities lie. From protecting franchise rights and solving the technician shortage to why EV adoption is lagging in rural markets, Christine shares practical insights every dealership can use. If you're focused on retention, recruiting, or staying ahead of industry shifts, this episode delivers real takeaways to help you strengthen your strategy and stay future-ready.

In Episode 102, Corey Smith and Erick Jauregui sit down with Sean Reyes, Chief Marketing Officer at Recall Masters, to discuss the untapped opportunity in proactive recall outreach.

Reyes shares insights from the 2024 State of Recalls report, highlighting that only 2.5% of recalls are resolved passively through OEM outreach. The episode explores how dealers can lead the way with accurate data, empathetic communication, and a customer-first service approach to improve recall compliance, re-engage lost customers, and drive revenue.

Topics include:

• The impact of live agent outreach versus passive scheduling
• How education, not upselling, leads to more customer pay work
• Aligning sales and service to create long-term loyalty
• Retention trends as customers keep vehicles longer than ever

This is a must-listen for dealership leaders focused on maximizing service opportunities and creating better customer experiences.

On this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Gary Locicero, VP of our sister company Crystal Fusion Technologies, to talk about the science, strategy, and safety behind modern windshield protection.

With over a decade at Crystal Fusion and a front-row seat to its growth under the APCO umbrella, Gary shares how a 10-minute product install is transforming visibility on the road and profitability in the dealership.

From hydrophobic glass coatings and LED glare reduction to OEM-level warranties and cross-department profit potential, this episode is a must-listen for anyone looking to bring real value to the customer experience.

In this episode of the FWRD Podcast, hosts Corey Smith and Erick Jauregui welcome Ron Overs, Publisher of Fixed Ops Magazine, for a dynamic conversation about the evolving world of fixed operations — and how smart collaboration across departments is key to long-term success.

With over 20 years in the industry, Ron shares powerful insights on:

• How AI is enhancing efficiency in service and BDC departments
• Meeting today’s customer expectations for speed, transparency, and personalization
• The power of culture, training, and storytelling in driving retention
• How fixed ops supports lasting customer relationships and repeat sales

From advisor training to sales-service alignment, this episode offers practical strategies to elevate dealership operations and customer loyalty.

Tune in for actionable insights and bold ideas to move your dealership forward.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Brooke C. Furniss—founder of BZ Consultants Group and host of Facts Not Feelings—to explore modern dealer strategy from the inside out. The conversation dives into how service departments play a vital role in long-term customer retention, and why aligning sales and service budgets is crucial for dealership success.

Brooke shares actionable insights on cross-training staff, implementing technology more effectively, and meeting today’s car buyers’ expectations for a seamless, digital-first experience. From improving internal communication to using video for better customer engagement, this episode is packed with strategic takeaways to elevate your dealer strategy.

Key Topics Covered:

• ​Smart budget allocation between service and sales
• ​Cross-training to improve team collaboration
• ​Enhancing the customer journey with digital tools
• ​Building trust through transparent communication

Tune in for practical tips and bold ideas to strengthen your dealership’s operations and future-proof your dealer strategy.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Shawn Armorer, a BDC consultant with over 24 years of automotive experience—from his early days as a car washer to his leadership in business development.

The conversation covers key strategies for boosting fixed ops performance, adopting new technologies like video in service departments, and improving BDC practices to drive traffic and enhance the customer experience. Sean shares valuable insights on the power of emotional engagement, aligning BDC efforts with service goals, and the importance of continuous evolution in customer communication.

If you’re looking for practical ways to personalize customer interactions, strengthen your BDC, and build a supportive team culture—this episode is for you.

Listen now for actionable takeaways and fresh ideas to elevate your dealership’s service experience.

In this episode, hosts Corey Smith and Erick Jauregui sit down with Robert Migliaccio of Valley CMA to discuss one of the automotive industry’s biggest challenges: the fixed ops talent crisis.

With over 25 years of experience and oversight of multiple CMA Value stores, Robert shares hard-earned wisdom and forward-thinking strategies for redefining the service advisor role, retaining top talent, and creating a workplace culture that attracts the next generation.

From implementing ESOP-driven pay plans to emphasizing career development and work-life balance, this episode is packed with practical takeaways for dealership leaders looking to build stronger, more sustainable teams. They also touch on how technology and automation are shaping the future of service departments.

Whether you're struggling with staffing or looking to elevate your service team, this is one conversation you don’t want to miss.

Tune in now and take the next step FWRD