Fixed Ops Roundtable

Derek Simonds is the Executive Vice President Automotive at NUMA, a company that’s truly revolutionizing the way dealerships operate with Generative AI. I’m talking about AI that doesn’t just help run the business but transforms customer experience, builds lasting relationships, and boosts performance across the board. You’ll hear us get into how AI can supercharge dealership efficiency, empower employees, and turn casual customers into lifelong fans.

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What we discuss in this episode:

In this episode, I’m excited to bring you a conversation with someone who’s driving real change in the world of automotive training. Derek is someone I’ve known and respected for years, and he’s got his finger on the pulse of what’s really working when it comes to developing the next generation of talent in our industry.

Derek and I dive deep into the strategies that are shaping the future of the automotive industry, from how NUMA is creating cutting-edge training solutions to the innovative ways they’re helping dealerships maximize performance and customer satisfaction. We’ve been in this industry long enough to know that success doesn’t happen overnight—it’s built through knowledge, action, and relentless commitment. And that’s exactly what NUMA is all about.

Listen to the episode featuring Derek Simonds for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Derek Simonds

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

Anthony Blubello is the Parts Director at BMW and Mini of West Chester, Pennsylvania. He has become an influential figure in the automotive parts industry, thanks to his innovative approach, dedication to e-commerce, and unwavering commitment to providing top-notch customer service. From humble beginnings, Anthony’s career trajectory is a testament to his adaptability, strategic mindset, and passion for excellence in fixed operations.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We’re talking about a man who started his career selling women's clothing at Express and, thanks to a nudge from his then-girlfriend (now wife), took a chance on a parts position at BMW. Fast forward, and Anthony's not just riding the wave—he’s making waves. This episode dives deep into his rise from the ground up, how he took the reins of an e-commerce operation, and built a parts business that's pulling in over $250K a month. And that’s not even the half of it.

Anthony lays down some real talk about adapting to the challenges thrown his way, from navigating those pesky core charge hikes to scaling his operation during the pandemic. His insights on the importance of treating every customer like gold? That’s the kind of wisdom we’ve all come to love here on the Roundtable.

And for those of you out there hustling in fixed ops, you'll want to catch how Anthony’s philosophy of staying hungry, putting people first, and evolving with the times could be the game-changer you need. If you’ve ever wondered what it takes to build a thriving online parts business or how to weather the storms in our industry, this episode is your answer.

Listen to the episode featuring Anthony Blubello for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Anthony Blubello

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Andrew Wright, with a career spanning over 25 years in the automotive industry, is the dynamic force behind Vinart Dealerships' growth and innovation. As a second-generation dealer, Wright has expanded his influence beyond the dealership floor to significant roles such as the Chairman of the Hyundai Dealer Council. His visionary leadership is marked by a commitment to excellence and a keen insight into the future of automotive retail.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

In our conversation, Andy shares his personal journey from the ground up in the automotive world—starting from washing cars to leading a major dealership group and influencing national dealership policy. It’s a classic tale of growth, learning, and passion for the industry that I know you’ll find as captivating as I did.

We also tackle some of the hottest topics in automotive retail today. Andy discusses the significant role of traditional franchise dealership models in today's rapidly evolving market and defends them against the rising tide of disruptors. Plus, he gives us an insider's look at the groundbreaking collaboration between Hyundai and Amazon—clarifying misconceptions and outlining what it really means for the future of car buying.

We delve into the challenges of vehicle affordability and how Vinart Dealerships are adapting to meet changing consumer needs, especially in the post-COVID market dynamics. Andy’s insights on leasing as a strategic response to these challenges are particularly enlightening.

Looking ahead, Andy shares his expectations for the industry as we approach 2025, touching on critical areas like cybersecurity, the shift towards hybrid and electric vehicles, and the need for a balanced approach to new technologies.

Listen to the episode featuring Andrew Wright for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Andrew Wright

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

Don Andres is the President of Auto SCT Consulting and Training and the author of Why Service Departments Fail to Grow. With decades of experience in fixed operations, Don has worked with countless dealerships across the country to refine their service departments, improve performance, and increase profitability. His passion for leadership training and customer engagement shines through in both his book and his work. Don’s practical strategies help service departments succeed in an increasingly competitive market.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We’re diving deep into the heart of service department challenges, and trust me, this is an episode that’s going to hit home for a lot of you. Don’s got decades of experience working with retailers, and he shares exactly what your team needs to consistently get those all-important yeses to additional services. It’s more than just making a sale—it’s about building trust, keeping technicians engaged, and, ultimately, creating a service department that thrives.

Don’s got some killer insights on how leadership—or the lack of it—can make or break a service operation. We’re talking about the gap between promoting from within and actually training those leaders. Plus, we dig into what’s stopping your advisors from truly connecting with customers and why that trust-building moment during the write-up is so crucial. If you’ve ever felt like your team is just getting by and not closing deals like they should, Don’s got the solutions.

Whether you’ve been in the game for years or are just getting started, Don’s book and this conversation will give you the strategies you need to transform your department from good to great. You’ll learn how to turn a chaotic service lane into a well-oiled machine and why preparation and customer engagement are everything.

Listen to the episode featuring Don Andres for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Don Andres

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

In this episode, I’m thrilled to sit down with Andy Baldassarre, the Director of Marketing and Training at BG Products, Inc. Known for their industry dominance and relentless pursuit of excellence, BG Products continues to set the bar high. If you’re in the automotive industry or manage a dealership, you’ll want to hear what Andy has to say about the latest innovations and strategies that are reshaping the market.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

As the Director of Marketing and Training at BG Products, Inc., Andy Baldassarre has been instrumental in driving the company’s success. BG Products is a leader in automotive maintenance solutions, renowned for its comprehensive approach to dealer support and product excellence. With over 50 years in the industry, BG has built a reputation for exceptional products and unparalleled dealer partnerships.

In this episode Andy shares exciting updates from BG Products, including their impressive market share and the recent addition of the Sean Butler Best Practice Award. We dive into how BG continues to innovate and support dealers with cutting-edge products and a robust network of distributors.

Andy reveals the secrets behind their innovative solutions and why they are trusted by industry professionals. From cutting-edge technology to exceptional support, we dive deep into the features that make BG Products a game-changer.

What You’ll Learn:

• The core benefits of using BG Products for automotive maintenance
• Real-world success stories from dealers who’ve seen remarkable results
• How BG Products maintains its edge in a competitive market
• Insider tips on maximizing the value of their products for your dealership

Listen to the episode featuring Andy Baldassarre for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Andy Baldassarre

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

In this episode, I had the pleasure of sitting down with Maureen Martin, Vice President of Strategic Alliances, and Trevor Shannon, Product Manager at Dynatron Software, to discuss the pressing challenges and lucrative opportunities within fixed operations. Dynatron, a name synonymous with driving dealership profitability, has been instrumental in helping dealers maximize their service department’s potential.

Maureen, with her 38 years of experience, brings a wealth of knowledge on everything from technician recruitment to dealership culture. Trevor, on the other hand, shares his journey from the retail side to becoming a key player at Dynatron, focusing on data-driven solutions that align general managers with their service teams.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Are your fixed operations truly optimized, or are you leaving money on the table? How can you bridge the gap between sales and service to unlock hidden profit potential in your dealership?

These are the burning questions we dive into with industry experts Maureen Martin and Trevor Shannon from Dynatron Software in this episode.

Key Takeaways:

1. The Challenge of Technician Recruitment: Maureen sheds light on one of the biggest hurdles in the automotive industry—finding and retaining skilled technicians. She reflects on her journey from launching Ford’s first technician program to her current role, emphasizing the critical need for effective recruitment strategies.
2. Optimizing Dealership Profitability: Discover how Dynatron’s approach to price optimization can significantly enhance dealership revenue. Maureen explains the concept of hitting the “sweet spot” in pricing, ensuring that dealerships aren’t leaving money on the table while still providing top-notch customer service.
3. The Disconnect Between Sales and Service: Trevor shares his experiences from the retail side, highlighting the common disconnect between general managers and service departments. He discusses how Dynatron bridges this gap through data-driven solutions that help GMs make informed decisions, fostering better collaboration within the dealership.

Listen to the episode featuring Maureen Martin & Trevor Shannon for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Maureen Martin & Trevor Shannon

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

In this episode, I’m joined by two industry heavyweights, Dennis McGinn, Founder of Rapid Recon, and Josh DeYoung of Velocity Automotive - Driven by Vehlo. Together, we dive deep into one of the most pressing challenges facing dealerships today: margin compression.

As dealerships across the country grapple with shrinking margins, this conversation couldn't be more timely. Dennis and Josh bring their wealth of experience to the table, offering practical solutions and innovative tools that can help dealerships not only survive but thrive in this tough environment.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

The automotive industry is facing unprecedented challenges, with margin compression leading the charge. But this isn’t just a time for survival—it's a time for innovation and adaptation. As Dennis McGinn aptly puts it, "We've made a lot of progress with our metrics and our measure and manage part on time to line and average days recon." If your dealership isn’t already leveraging these tools, you're leaving money on the table.

But here’s the thing: every challenge brings with it a silver lining. And Dennis and Josh? They’re here to help us find it. We’re diving deep into the tools, strategies, and processes that can not only help us survive but thrive in this tightening market.

Key Takeaways:

• Understanding Margin Compression: Discover why margin compression is re-emerging as a critical issue and how it’s impacting dealership profitability.
• The Power of Transparency: Learn how enhancing transparency in both the online and in-showroom experiences can help dealerships build trust and maintain gross margins.
• Essential Tools for Dealers: Get insights into the latest tools and processes from Rapid Recon and Velocity Automotive that can streamline operations and protect against profit erosion.

Listen to the episode featuring Dennis McGinn and Josh DeYoung for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Dennis McGinn and Josh DeYoung

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

What if the key to maximizing your dealership’s profitability was hidden in your warranty claims process?

In this episode we have the pleasure of speaking with David Reinicke, the President of Automotive Warranty Network (AWN). AWN has been a cornerstone in the automotive industry, providing top-notch warranty claims management services to dealerships across the nation. With over 320 highly qualified professionals and decades of experience, AWN processes more than $100 million in warranty claims per month. Today, we explore how AWN maintains such a stellar track record and what your dealership can learn from their approach.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

David shares insider strategies that have made AWN a trusted partner for dealerships across the country. He also shares AWN’s secret sauce for maintaining flawless communication, ensuring accountability, and staying ahead of OEM policy changes—all while building trust with dealerships nationwide.

But that’s not all. We dive deep into the critical importance of keeping your warranty schedules clean and compliant, a practice that could save your dealership from the dreaded word: audit. David also uncovers how AWN helps dealerships navigate risky procedures and why their approach leads to industry-leading results in manufacturer audits.

Key Takeaways:

• How effective communication can make or break your warranty process.
• The hidden risks in warranty claims that could cost your dealership millions.
• Proven techniques to keep your dealership audit-proof and compliant.
• Why your dealership’s warranty schedule is the lifeblood of your operations—and how to keep it healthy.
• Tailored solutions for multi-franchise dealers looking to streamline operations.

Listen to the episode featuring David Reinicke for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, David Reinicke

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

What if the secret to success in Fixed Ops wasn’t just in the latest technology, but in the way we connect and communicate with our customers? How does turning the camera around—literally—transform the way we do business? As the automotive industry continues to evolve, so must our approach to customer service and employee engagement. This episode dives into the powerful changes happening in Fixed Ops, led by industry innovator Tully Williams. 

With years of experience under his belt, Tully Williams is a visionary in the Fixed Ops sector. As the Fixed Ops Director at The Niello Company, Tully has been at the forefront of implementing innovative practices that enhance both customer and employee experiences. His approach emphasizes transparency, communication, and a deep understanding of the value of human connections in the automotive service industry.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

In this episode Sarah Vantine sits down with Tully Williams to explore the game-changing strategies that are transforming Fixed Operations today. Discover how The Niello Company is leading the way by integrating video into their service processes, creating unprecedented transparency and trust with customers. Tully shares insider tips on how paying for excellence can elevate technician performance and drive service recommendation sales. Plus, learn about the rapid success of their new Business Development Center (BDC) and its impact on customer engagement.

Key Takeaways:

• How technician-led videos are transforming customer trust and service sales.
• The benefits of compensating technicians for quality inspections and videos.
• The rapid success of The Niello Company’s new BDC and its impact on customer experience.
• Why continuous improvement and measuring success are essential in Fixed Ops.

Listen to the episode featuring Tully Williams for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Tully Williams

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

Dale Smith is a seasoned Training Program Manager and BG University Instructor at BG Products, Inc. With extensive experience in automotive service training, Dale has played a vital role in advancing the standards of customer service and operational efficiency across the industry. His work at BG University focuses on equipping service professionals with the knowledge and skills needed to excel in fixed operations. BG Products, Inc. is renowned for its innovation and leadership in automotive maintenance solutions, and Dale is a key figure in promoting the importance of Multi-Point Inspections.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• The Critical Role of Multi-Point Inspections: Discover why MPIs are essential tools for improving communication between technicians and customers, enhancing service efficiency, and boosting customer satisfaction.
• The Stoplight Method Explained: Learn about the universal stoplight method used in MPIs, which categorizes issues as green, yellow, or red, providing clear and actionable information for vehicle owners.
• Achieving Efficiency with Quarter Time: Understand the concept of Quarter Time and how service teams can exceed customer expectations by delivering results faster than anticipated.
• The Importance of Descriptive Language: Dale discusses the power of using precise language to paint a clear picture for customers, ensuring they understand the need for recommended repairs.
• Embracing Technology in Service Operations: Explore the latest electronic tools and video technology innovations from BG Products that enhance MPI communication and customer engagement.

Dale emphasizes the importance of MPIs as communication tools. He explains how MPIs provide a structured way for technicians to relay essential information to customers. By using the stoplight method, service teams can efficiently communicate the condition of a vehicle, ensuring customers are informed and empowered to make decisions.

"The MPI is a tool that allows us to speak directly to the guests and position ourselves exactly as we want." - Dale Smith

Listen to the episode featuring Dale Smith for even more insights!

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

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Dale Smith

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement