Fixed Ops Roundtable

In this episode , I sit down with Matt Gray, OEM Program Director at Better Car People, to unpack the game-changing strategies that are shaping fixed operations in 2025. From the rise of AI-powered voice assistants to the importance of emotional intelligence in service interactions, Matt shares actionable insights that will help your dealership build lifelong customer loyalty.

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What we discuss in this episode:

The automotive landscape is changing fast, and if dealerships want to stay ahead, they need to blend cutting-edge technology with an unbeatable customer experience. But here’s the real question: Are you really meeting your customers where they are?

Here’s what we cover:

•  How AI and automation are streamlining service scheduling and customer interactions
•  The missing piece in most service departments: Are you training your team to connect with customers on an emotional level?
•  Why transparency is everything—and how the right digital tools can improve trust and CSI scores
•  The overlooked power of mystery shopping your own service experience (When was the last time you called your own dealership?)
•  The #1 mistake service advisors make when communicating with customers—and how to fix it today

Matt doesn’t just talk theory—he shares real-world examples from dealerships that are winning big by leveraging the right mix of tech, training, and customer-first strategies.

So if you want to future-proof your dealership’s fixed ops strategy, deliver a seamless customer experience, and drive more service revenue in 2025, this is the episode you can’t afford to miss!

Listen to the episode featuring Matt Gray 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, Matt Gray

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 John Fairchild, a Fixed Ops High-Performance Coach and the mastermind behind Fairchild Automotive Solutions. John has spent decades helping dealerships optimize their service departments, increase profitability, and build accountability-driven teams that consistently perform at the highest level.

Today, we’re diving deep into a 90-day strategy that will transform your fixed ops department from reactive to proactive. John walks us through the exact steps to execute with precision, create accountability rhythms, and drive measurable results—all while keeping your team engaged and motivated.

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What we discuss in this episode:

Ever feel like your service department is running in circles—putting out fires instead of making real progress?  What if I told you there’s a way to break free from the chaos and actually predict better results?

John’s got a 90-day strategy that will change the way you think about accountability, execution, and progress in your service department. This is not another "good ideas" session—this is a tactical, step-by-step approach to getting measurable results.

In this episode, we cover:

•  The 3 pillars of execution: Lead measures, accountability rhythms, and visible progress
•  Why potential doesn’t deliver results—execution does (and how to make it happen)
•  The daily stand-up huddle that keeps service teams focused and engaged
•  The biggest mistakes dealers make that kill profitability and customer loyalty
•  The law of reciprocity—how simple actions drive bigger ticket sales in service
•  Why a scoreboard isn’t optional (and how to build one that actually works)

John lays out exactly how to align your team, track real progress, and build momentum—so that by the time April rolls around, you’re not scrambling… you’re scaling.

If you’re serious about growing your fixed ops department, this episode is your blueprint.

Listen to the episode featuring John Fairchild 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, John Fairchild

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

On this episode I sit down with Colin McElhatton, CEO of Mobile Dealer Data (MDD), to discuss how his groundbreaking tools are transforming fixed operations by bringing dealership processes into the 21st century. From real-time vehicle tracking to cutting-edge customer communication, Colin’s solutions are built to reduce bottlenecks, boost efficiency, and deliver an elevated customer experience that keeps them coming back.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

•  Customer Transparency: Why today’s customers expect real-time updates about their vehicles—and how MDD delivers just that.
•  Streamlined Operations: How Colin’s innovative inventory tracking tools reduce wasted time for technicians and service advisors, saving up to 15 minutes per repair order.
•  Maximizing Throughput: The secret to automating handoffs, minimizing downtime, and delivering faster turnaround times in your service department.
•  Data-Driven Insights: How tracking every vehicle helps identify bottlenecks and optimize dealership workflows for maximum ROI.
•  Revolutionizing Loyalty: A dealership-branded app that keeps customers engaged—from scheduling service to tracking wait times—all from their phones.

So, here’s my question for you:

• What would it mean for your dealership if you could save 15 minutes per repair order?
• How much happier would your customers be if they knew where their car was and when it would be ready—without even asking?
• And how much brain damage (yep, we said it) could you spare your team by ditching outdated processes for something that just works?

Whether you're looking to optimize your service department or enhance customer satisfaction, this episode is packed with actionable insights to help you stay ahead in a competitive market.

Listen to the episode featuring Colin McElhatton 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, Colin McElhatton

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 sit down with the incredible Bethany Johnson from vAuto by Cox Automotive—a dynamic leader whose passion for innovation in automotive retail is nothing short of contagious. Whether you’re a single-store dealership or managing a sprawling group of rooftops, this conversation is packed with actionable insights that could transform the way you approach appraisals and inventory management.

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What we discuss in this episode:

• The revolutionary new appraisal experience that’s simplifying processes and boosting consistency across teams.
• How Centralized Inventory Management can optimize every car across your entire operation—no matter your size.
• The role of cutting-edge tech (like integrated OBD2 scanners) in building trust with consumers while reducing costly mistakes.
• Why data science is the secret weapon for minimizing risks and maximizing profits in the appraisal process.

And that’s just scratching the surface. Bethany also gives us an exclusive preview of Dale Pollak’s new book, Invested, and teases what’s in store for vAuto at NADA.

If you’re looking to stay ahead of the curve, build trust with today’s informed consumers, and turn appraisals into a precision science, this episode is a must-listen.

Listen to the episode featuring Bethany Johnson 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, Bethany Johnson

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’ve got two absolute powerhouses joining me on the Fixed Ops Roundtable. First up, Dennis McGinn, the founder of Rapid Recon, a guy who’s been leading the charge in transforming how dealerships think about reconditioning. Alongside him is Josh DeYoung from Velocity Automotive, a hands-on expert who’s been in the trenches with dealers across the country, helping them streamline their operations and boost profitability.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We dive into some eye-opening topics that can seriously move the needle for your dealership. Dennis and Josh walk us through the real impact of tools like OBD-II scanners and why having the right data early on is a game-changer—not just for profit per vehicle, but for customer satisfaction too.

We also tackle a big pain point: the age-old tension between fixed and variable ops. These guys share actionable strategies to get everyone on the same page and show how to make reconditioning a seamless, profit-driven process. Trust me, the insights here could save you time, money, and a whole lot of headaches.

You’ll learn how to:

• Turn reconditioning into a profit center rather than a bottleneck.
• Use data to make better decisions and eliminate guesswork.
• Streamline communication across departments for faster cycle times.
• Create processes that not only drive results but improve employee satisfaction.

This episode is packed with value for anyone in the dealership world. Whether you’re on the variable side, fixed side, or somewhere in between, there’s something here for you.

Listen to the episode featuring Dennis McGinn & 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 & Josh DeYoung

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

On today’s episode, I’m joined by two incredible guests you don’t want to miss. First, we’ve got Colin McElhatton, the founder of Mobile Dealer Data, who’s been making waves in the industry with cutting-edge tools that take the guesswork out of dealership service operations. And we’re also welcoming Ed Roberts, COO of Bozard Ford-Lincoln, someone I’d call a true innovator in the fixed ops space. Between Colin’s tech-savvy solutions and Ed’s real-world experience running a massive operation with 98 bays and three locations, there’s a ton to learn from these two.

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What we discuss in this episode:

"Where’s the car? Where’s the key? If you’ve ever worked in a dealership, you know these are the questions that can make—or break—a day on the service floor. But what if the answers were always right at your fingertips? In this episode, we're unlocking the secrets to service department efficiency with two powerhouses in the industry."

We explore how digitizing service processes not only saves time but improves customer satisfaction, increases technician productivity, and even becomes a recruiting tool for the best talent in the industry. Colin shares how Mobile Dealer Data’s ServiceVision software tracks vehicles and keys in real time, eliminates bottlenecks, and helps dealers “manage with facts, not feelings.”

Ed, leading one of the most complex dealership operations out there with 98 bays and three locations, reveals how this technology has transformed their cycle times, reduced wasted hours, and enhanced the experience for both employees and customers. From identifying bottlenecks without stepping into the room to using data as a tool for constant improvement, this conversation is packed with actionable insights.

Listen to the episode featuring Colin McElhatton and Ed Roberts 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, Colin McElhatton and Ed Roberts

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

This week, I’ve got a special treat for you. I’m sitting down with Bill Demaree, the Corporate Director of Fixed Operations at Tom Wood Automotive Group. With nearly four decades of experience in the industry, Bill has seen it all—from pumping gas at a full-service station to running the fixed ops strategy for a massive 30-store group. Trust me, you’re going to love hearing his story.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

In this episode, Bill shares how he turned his passion for the back end of the dealership into a career that’s not only fulfilling but also packed with lessons for anyone in the business. We talk about what it takes to succeed in fixed operations, the challenges that come with it, and the massive opportunities waiting for those willing to embrace new ideas.

We also dive into some cutting-edge topics—like how AI and tools like UVI are reshaping customer and employee experiences, and why Tom Wood Automotive built its own university to ensure new hires hit the ground running. Plus, Bill gives us a behind-the-scenes look at how he helps struggling stores turn things around by focusing on the basics.

If you’ve ever wondered how to build stronger teams, implement processes that stick, or make technology actually work for your dealership, this episode is for you. Bill’s insights are gold, and his passion for what he does is infectious.

Listen to the episode featuring Bill Demaree 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, Bill Demaree

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

In this episode of the Fixed Ops Roundtable, I sit down with Jason Fayling, CTO and Co-Founder of Skaivision, to lift the hood on the groundbreaking technology reshaping service lanes across the automotive world. Jason isn’t just talking about AI—he’s redefining it with Visual AI, the same tech that powers self-driving cars, tailored to solve the bottlenecks that have plagued dealerships for years.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

From integrating seamlessly with existing camera systems to delivering real-time, actionable insights that save hours, not minutes, Jason explains how Skaivision is helping dealerships move faster, serve better, and boost profitability—all while enhancing the customer experience. But this isn’t just about tech; it’s about strategy. Jason shares how his team has cracked the code on real-world problem-solving in environments as diverse as winter lots to Hawaiian dealerships, showing how adaptability drives innovation.

Here’s what we dive into:

• How Skaivision uses Visual AI to identify inefficiencies and optimize service workflows.
• Why integrating with existing camera networks makes their tech plug-and-play for any dealership.
• The jaw-dropping way their AI learns and adapts to different dealership layouts, weather, and even seasons.
• How they’re taking the customer experience to the next level—including boosting trade-in opportunities right from the service drive.

Plus, Jason gives us an inside look at their process, shares tips for service directors to maximize efficiency, and reveals how Skaivision is evolving to support sales teams.

👉 If you’re ready to see how cutting-edge tech can unlock new levels of performance for your dealership, this episode is a must-listen.

Listen to the episode featuring Jason Fayling 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, Guest Name

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 you could transform your dealership into a powerhouse of efficiency, profitability, and customer satisfaction—without reinventing the wheel? In this episode of the Fixed Ops Roundtable, I sit down with Brian Kramer, EVP of Dealer Growth at Cars Commerce and General Manager of Accu-Trade, to explore how dealers can take cues from industry disruptors like Carvana and turn challenges into opportunities.

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What we discuss in this episode:

• Carvana’s Big Secret: How their innovative reconditioning processes are changing the game—and what it means for your dealership.
• Turning Data Into Dollars: Why real-time data and predictive analytics aren’t just buzzwords but the keys to faster appraisals, better deals, and bigger wins.
• EV Inventory Myths—Busted: What most dealers get wrong about pre-owned EVs and how to stay ahead of the curve in a rapidly growing market.
• The Service Lane Goldmine: Learn how to turn those daily ROs into revenue streams without alienating your customers.

But here’s the kicker: It’s not just about tools or trends—it’s about rethinking your strategy. Brian’s got actionable insights, relatable examples, and a knack for breaking down complex ideas into simple, game-changing steps.

If you’re wondering how to prep for 2025, whether to double down on appraisals, or what role EVs should play in your inventory strategy, this episode is packed with practical advice you can put to work right away.

Listen to the episode featuring Brian Kramer 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, Brian Kramer

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

 Tom Kline is a renowned risk and compliance expert in the automotive retail industry. As the founder of Better Vantage Point, Tom specializes in helping dealerships protect their assets, reduce risks, and ensure long-term profitability. His unique approach blends deep industry knowledge with practical solutions, allowing dealers to navigate the often-overwhelming challenges of compliance, insurance, and operational efficiency. 

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Now, let me ask you this: Does running a dealership sometimes feel like trying to tuck an octopus into bed? (Yeah, I laughed too when Tom described it that way.) The tentacles—aka all the little problems—keep flopping everywhere. Insurance gaps, compliance headaches, low-hanging fruit you didn’t even know was there… it’s a lot. But here’s the thing: those issues don’t just go away on their own.

In this episode, Tom breaks it all down in a way that’s super relatable. He shares the simple things dealerships can do today to avoid costly mistakes tomorrow—like making sure your rental car policies won’t leave you on the hook for millions. (Yup, that happens.) We talk about why a “culture of compliance” matters more than ever and how to build one without boring everyone to tears. And the best part? Tom’s all about practical advice—stuff you can actually use.

This conversation isn’t about scaring you—it’s about making sure your dealership is ready for anything. So, whether you’re a one-store operation or running 20 locations, trust me: you’ll walk away from this episode with at least one thing you’ll want to tackle ASAP.

Listen to the episode featuring Tom Kline 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, Tom Kline

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