Fixed Ops Roundtable

This week's episode features guest Brian Pasch, founder of PCG Companies and the newly formed Automotive Standards Council. In this episode Brian shares his thoughts on the current state of the industry and the role that digital voice assistants can play in improving customer service and reducing operating costs.

This episode features keynote speaker Eliana Raggio Director of Industry Relations at Digital Air Strike and Board Member in Women in Automotive. Eliana distinguishes allyship from mentorship and discusses the benefits of both for professional development. She also talks about the importance of finding a mentor and the benefits of being a mentor, including the satisfaction of helping others succeed and the opportunity to be a part of someone's legacy.

In this Episode I had a conversation with Ed Roberts & Tony Owens. Ed Roberts, a Jacksonville native, began his time in the automotive world as an Apprentice. Since that time, his career has stretched to positions including Master Technician, Shop Foreman, Technical Service Engineer for Ford, Store Manager, Service Manager, Fixed Operations Director and is currently the Chief Operations Officer at Bozard Ford Lincoln in St. Augustine, Florida. Over his 30-year career he has spent some time with Toyota Dealerships and Ford Motor Company, with the majority of his career within Ford stores. Over the years, Ed has been recognized multiple times for his leadership, innovations, and achievements in Fixed Operations. Most recently he was named as one of thirty Automotive News Allstars for 2020. Tony Owens has been in the automotive business his entire working life. highly trained, experienced, and effective in customer interaction and customer resolution, repair shop utilization, technician proficiency and efficiency, warranty administration, parts inventory management, team building and employee relations. Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: In this discussion, the speakers talk about the importance of culture in a dealership and how it impacts employee retention and attracting new hires. A strong culture leads to high levels of customer satisfaction and a sense of community within the team. The speakers emphasize the importance of character, chemistry, and competency when hiring new employees, and the value of a teachable attitude. They also discuss the importance of setting the tone for the team, including making time for others and having a positive attitude. A few take away key points from the episode The first sign discussed is that people stay at the dealership. A strong culture leads to high employee retention, as people feel appreciated and like they are part of the team. The second sign is that there is a strong mentorship program in place. Ed and Tony have a mentorship together, and both believe in the importance of learning from others in the industry. The third sign is that the dealership has a strong reputation, with customers traveling long distances to do business with them. The fourth sign is that there is a focus on customer service, with a good culture leading to high levels of customer satisfaction. Finally, the fifth sign is a sense of community within the dealership, with employees feeling like they are part of something bigger than themselves. Overall, a strong culture is key to the success of a dealership and can be achieved through strategic planning, empowering employees, and focusing on the right values. Listen to the episode featuring Ed Roberts & Tony Owens for even more insights! Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review

In this Episode I had a conversation with Ed Roberts & Tony Owens. Ed Roberts, a Jacksonville native, began his time in the automotive world as an Apprentice. Since that time, his career has stretched to positions including Master Technician, Shop Foreman, Technical Service Engineer for Ford, Store Manager, Service Manager, Fixed Operations Director and is currently the Chief Operations Officer at Bozard Ford Lincoln in St. Augustine, Florida. Over his 30-year career he has spent some time with Toyota Dealerships and Ford Motor Company, with the majority of his career within Ford stores. Over the years, Ed has been recognized multiple times for his leadership, innovations, and achievements in Fixed Operations. Most recently he was named as one of thirty Automotive News Allstars for 2020.Tony Owens has been in the automotive business his entire working life. highly trained, experienced, and effective in customer interaction and customer resolution, repair shop utilization, technician proficiency and efficiency, warranty administration, parts inventory management, team building and employee relations.Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:In this discussion, the speakers talk about the importance of culture in a dealership and how it impacts employee retention and attracting new hires. A strong culture leads to high levels of customer satisfaction and a sense of community within the team. The speakers emphasize the importance of character, chemistry, and competency when hiring new employees, and the value of a teachable attitude. They also discuss the importance of setting the tone for the team, including making time for others and having a positive attitude.A few take away key points from the episodeThe first sign discussed is that people stay at the dealership. A strong culture leads to high employee retention, as people feel appreciated and like they are part of the team.The second sign is that there is a strong mentorship program in place. Ed and Tony have a mentorship together, and both believe in the importance of learning from others in the industry.The third sign is that the dealership has a strong reputation, with customers traveling long distances to do business with them.The fourth sign is that there is a focus on customer service, with a good culture leading to high levels of customer satisfaction.Finally, the fifth sign is a sense of community within the dealership, with employees feeling like they are part of something bigger than themselves.Overall, a strong culture is key to the success of a dealership and can be achieved through strategic planning, empowering employees, and focusing on the right values.Listen to the episode featuring Ed Roberts & Tony Owens for even more insights!Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review

Chris Chesney is the Vice President of training and organizational development at a company called Repairify. Chris Chesney is regarded as one of the most outstanding educators in the automotive industry. He has experience building and growing some of the most successful automotive training organizations in the automotive industry.

Chris Chesney is the Vice President of training and organizational development at a company called Repairify. Chris Chesney is regarded as one of the most outstanding educators in the automotive industry. He has experience building and growing some of the most successful automotive training organizations in the automotive industry.

We celebrate a milestone: Our 100th episode! In this special episode, I gathered my friends Tully Williams, Ed Roberts, Shon Kingrey, and Michael Cirillo. We reflect on the highs and lows of our journey so far, including our recent placement in the top 40 of all business podcasts.

We celebrate a milestone: Our 100th episode! In this special episode, I gathered my friends Tully Williams, Ed Roberts, Shon Kingrey, and Michael Cirillo. We reflect on the highs and lows of our journey so far, including our recent placement in the top 40 of all business podcasts.

Dave Boyle is the President and Chief Executive Officer of TraXtion. David brings more than 25 years of experience in the automotive industry to his position as CEO of TraXtion. David is directly responsible for all elements of TraXtion's North American company in his role as president and chief executive officer. David has put in thousands of hours in dealerships across the United States and Canada over the course of his career and is a recognized authority on dealership fixed operations.In this episode, Dave returns to the Fixed Ops Roundtable to elaborate on how dealers can recognize, tackle, address, and take on the tire business to increase profitability and loyalty and examine tire sales as a means to increase customer loyalty. Consequently, if you want to develop your business by increasing your active customer base, average transaction value, and frequency of purchases, tune in today!

Dave Boyle is the President and Chief Executive Officer of TraXtion. David brings more than 25 years of experience in the automotive industry to his position as CEO of TraXtion. David is directly responsible for all elements of TraXtion's North American company in his role as president and chief executive officer. David has put in thousands of hours in dealerships across the United States and Canada over the course of his career and is a recognized authority on dealership fixed operations. In this episode, Dave returns to the Fixed Ops Roundtable to elaborate on how dealers can recognize, tackle, address, and take on the tire business to increase profitability and loyalty and examine tire sales as a means to increase customer loyalty. Consequently, if you want to develop your business by increasing your active customer base, average transaction value, and frequency of purchases, tune in today!

Cuyler Owens is the Chief Commercial Officer at DealerWare - Dealerware is modern fleet management for the modern retailer. The Delaware-connected car platform elevates the service experience for dealerships, dealer groups and OEMs. By automating cost recovery, improving efficiencies, and promoting the customer experience, Delaware allows automotive retailers to lower the cost and complexity associated with managing courtesy vehicles, retail rental, and subscription programs. Launched in 2016, Delaware today contains tens of thousands of cars for hundreds of dealerships in North America, including the top 10 public dealer groups, across 28 OEM brands.

Cuyler Owens is the Chief Commercial Officer at DealerWare - Dealerware is modern fleet management for the modern retailer. The Delaware-connected car platform elevates the service experience for dealerships, dealer groups and OEMs. By automating cost recovery, improving efficiencies, and promoting the customer experience, Delaware allows automotive retailers to lower the cost and complexity associated with managing courtesy vehicles, retail rental, and subscription programs. Launched in 2016, Delaware today contains tens of thousands of cars for hundreds of dealerships in North America, including the top 10 public dealer groups, across 28 OEM brands.

Anthony Giagnacovo is the CEO of CallRevu, a call tracking and monitoring technology designed to provide car dealerships nationwide with a clearer perspective of their phone operations. Ultimately, this knowledge enables dealerships to interact with prospective clients and sell more vehicles.In this show episode, Anthony discusses how a new sentiment metric is used to evaluate phone calls. By monitoring customer phone calls and teaching robots to recognize "how you say it," companies can better cater to their client's wants and needs. A customer experience is delivered alongside the usage of data to improve the customer's journey.

Anthony Giagnacovo is the CEO of CallRevu, a call tracking and monitoring technology designed to provide car dealerships nationwide with a clearer perspective of their phone operations. Ultimately, this knowledge enables dealerships to interact with prospective clients and sell more vehicles. In this show episode, Anthony discusses how a new sentiment metric is used to evaluate phone calls. By monitoring customer phone calls and teaching robots to recognize "how you say it," companies can better cater to their client's wants and needs. A customer experience is delivered alongside the usage of data to improve the customer's journey.

Steve Greenfield is the Founder and Chief Executive Officer of Automotive Ventures, a company that provides entrepreneurs, businesses, and investors in the automotive industry with industry-specific information, early-stage venture financing, strategic consultancy, and extensive contacts. Steve has more than 20 years of experience in the automotive technology space, and He is also the Author of the new book "The Future of Automotive Retail."In this show episode, Steve discusses the changing agency paradigm and offers a sneak peek at some things that are changing our industry quickly.

Steve Greenfield is the Founder and Chief Executive Officer of Automotive Ventures, a company that provides entrepreneurs, businesses, and investors in the automotive industry with industry-specific information, early-stage venture financing, strategic consultancy, and extensive contacts. Steve has more than 20 years of experience in the automotive technology space, and He is also the Author of the new book "The Future of Automotive Retail." In this show episode, Steve discusses the changing agency paradigm and offers a sneak peek at some things that are changing our industry quickly.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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:

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:

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.

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.

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

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

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

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

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

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

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