Dave and Steve discuss real strategies to boost customer-pay loyalty, turn one-time visitors into lifelong advocates, and protect your gross without relying on giveaways that erode profit.

If your retention numbers are slipping or you're tired of competing on free oil changes, this episode delivers the mindset shift and tactics to win back the service drive.

Dave Rogers and Steve Shaw, we sit down with Damon Egan, Service Manager (often referred to as Service Director) at Sherwood Ford in Sherwood Park, Alberta, Canada—Western Canada's largest Ford dealership.

Damon shares powerful insights on leadership, the strategies behind building an overwhelming success culture, and how a truly unified team elevates fixed operations to the next level. From fostering trust and accountability to driving record-breaking performance, this conversation is packed with real-world tactics that any service leader can apply—whether you're in Canada or beyond.

Dave Rogers and Steve Shaw reveal how to ruthlessly control expenses increase net profit and strengthen absorption. We cover a simple powerful line-by-line weekly review strategy focusing on:

· Expense control

· Receivables

· Open repair orders

Plus actionable tactics: flag high % expenses chase aging receivables audit open ROs daily track tech efficiency monitor parts/labor ratios cut overtime analyze comebacks and benchmark net-to-gross.

No fluff – just proven ways to stop leaking money and grow your fixed ops bottom line fast.

In this one, your hosts Dave Rogers (America's Fixed Ops Director, Prognosticator of Profit) and Steve Shaw (Steve Shaw University, Fixed Ops 360) drop the serious strategy for a minute and go full storyteller mode. We're sharing the wildest, funniest, most unbelievable war stories from the trenches of the service department.

Dave Rogers (America's Fixed Ops Director, Prognosticator of Profit) and Steve Shaw (Steve Shaw University, Fixed Ops 360) go off on a passionate tangent about the lost art of writing a repair order—the foundation of every profitable, transparent, and defensible service transaction.

They break down how to write a killer repair order the right way, stressing the timeless Three C's (Concern, Cause, Correction)

Dave Rogers and Steve Shaw go full old school and prove one timeless truth: process overcomes technology every single time.

While the industry chases the next shiny AI tool, Dave and Steve break down why the fundamentals still win—and win big. They dive deep into the basics that actually drive profits, customer loyalty, and service department dominance in 2026:

Steve and Dave Rogers break it down: why vague "around lunchtime" promises are killing your shop, how modern promise time technology (integrated scheduling tools, real-time updates, and digital communication) changes the game, why Google Calendar hacks still have a place in many stores, and—most importantly—proven ways to hold your team accountable to hitting exact promise times every single time.

Steve Shaw and Dave Rogers dive deep into one of the biggest roadblocks in fixed operations: process documentation and why so many improvement initiatives fall flat.

Steve Shaw and Dave Rogers dive deep into mobile service for car dealerships—talking pros, cons, and why it’s blowing up right now. Joining us is Jeff Ridgway, a true pioneer in the space, sharing his top tips and real advice for anyone eyeing this move. Whether you’re a dealer or just curious, this one’s packed with insights. 

Hosts Dave Rogers and Steve Shaw wrap up their coverage of the NADA Show – the auto industry's biggest event, held February 3-6, 2026, at the Las Vegas Convention Center.