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.