Jamie Farley is a podcast creator, producer, and editor of GetinHerLane podcas. Jamie has over 20 years of experience in the automotive industry and has spent most of her career in the field, allowing her to learn a lot about the industry.

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What we discuss in this episode:

Today’s conversation covers her journey in the automotive industry, from her college days to her current leadership role at Toyota. Jamie shares her journey of how she got interested in the automotive industry and what motivated her to pursue a leadership role. She also talks about the great opportunities that exist within the industry, including on the OEM side, dealership side, and vendor side and her purpose of spreading the word about them. 

The podcast also delves into diversity and inclusion in the automotive industry, a topic that Jamie has a podcast dedicated to. She shares her own experiences and how the conversation can be uncomfortable but is necessary. She believes that having a diverse workforce drives innovation and ultimately drives the culture.

Jamie started her podcast because she felt it was a great platform to have a conversation about diversity and inclusion. She believes that everyone collectively has so much to offer, and her podcast is a platform to share ideas, best practices, and to learn from one another. She hopes to inspire others through her podcast  providing a female voice in the automotive podcasting landscape.

Jamie Farley is a prominent voice in the automotive industry, and her podcast provides a platform for conversations on diversity and inclusion. She believes that having a diverse workforce is essential for driving innovation and culture. Her experiences and perspectives provide insights into the industry, and her podcast is a great resource for anyone interested in the automotive industry.

Listen to the episode featuring Jamie Farley for even more insights!

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

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

Thanks, Jamie Farley!

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Dennis McGinn is the founder and chief executive officer of Rapid Recon, the world’s standard in vehicle reconditioning and speed-to-sale inventory turn improvement, and the industry’s leading expert in time-to-line (T2L) reconditioning. Dennis shares insights into the importance of transparency and time to line in the auto retail industry.

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What we discuss in this episode:

Dennis explains how his company's team is empowered to take initiatives, which has helped them attract top talents in the industry. He discusses how transparency is becoming a significant factor for consumers who want to know as much as possible about the cars they are interested in buying. Transparency has evolved from being an internal measure to something that is now demanded by consumers, who are willing to pay premiums for used cars and want to know exactly what has been done to the car so they can make informed decisions.

Dennis emphasizes the need to measure and manage the time it takes to get a car ready for sale, as this impacts profitability. The focus on transparency is a natural evolution of the industry, driven by changing consumer demands. By embracing transparency and measuring the time it takes to get a car ready for sale, dealers can increase profitability and provide customers with the information they need to make informed decisions.

We also address the common skepticism of some dealers and managers who think they can manage without such tools, and offer advice on how to approach and learn from those who have successfully implemented reconditioning solutions. With margin compression becoming a reality, it is more important than ever to get the car on the market quickly.

Dennis emphasizes the importance of having the right leadership, tools, and people to succeed in this industry. With the automotive industry becoming increasingly competitive, transparency is more important than ever. Dealerships that prioritize transparency and focus on reducing time to line will have a competitive advantage in the industry.

Overall, this episode offers valuable insights into the challenges and opportunities of reconditioning in the auto retail industry and how technology and teamwork can make a significant difference in improving efficiency and profitability. This episode  with Dennis McGinn provides a useful perspective on the benefits of measuring and managing reconditioning time to line and the importance of learning from others' experiences to stay ahead in this competitive market.

Tune in to gain insights into the current state of the automotive retail industry and how transparency is shaping consumers' expectations and buying decisions. Visit rapidrecon.com to learn more about their reconditioning software solution.

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

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

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

Thanks, Dennis McGinn

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Owen Moon is the CEO of FIXED OPS DIGITAL,  Automotive’s Premier Service Marketing & Technology Company with corporate headquarters in Greenwood Village, Colorado. FIXED OPS DIGITAL provides franchise dealerships with an integrated online marketing solution to help promote and merchandise their fixed ops department on their website.

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What we discuss in this episode:

In this episode, we discuss strategies for increasing service and repair business for dealerships. With 55% of the business being retail, we explore ways to increase service and repair business, which will inherently increase parts sales. The collision repair sales amounted to 18.5 billion dollars in 2020 and are expected to reach 2 billion by 2028. We discuss ways to make collision centers stand out and to offer a standalone collision website to showcase the services offered, working with insurance companies and the guarantees provided.

Another important aspect of the business is recalls, and we discuss the lack of attention many dealerships give to them. We talk about how integrating a recall lookup widget onto dealership websites will make it easier for customers to check for recalls. We encourage dealerships to get the right information about recalls to their service BDC for outreach campaigns, giving them the opportunity to be proactive about customer satisfaction. We emphasize that integrating recalls into service appointments makes it easier for customers and builds relationships between the dealership and the customers. We explore the importance of focusing on the service and repair business to improve the overall profitability of the dealership.

Owen explains that dealerships wrote more than 271 million repair orders in 2021, exceeding $125 billion in total service and part sales. However, he believes that it's time to focus on other profit centers, and he intends to provide actionable advice to help service managers and fixed ops directors alike. He also discusses the evolving marketing and advertising industry and how it can help dealerships stay ahead of the game. Overall, this episode provides an insightful look into the automotive industry and what dealerships can do to thrive in 2023.

Listen to the episode featuring Owen Moon for even more insights!

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

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

Thanks, Owen Moon

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Kirk Firmin is the Fixed Operations Director at Florence Toyota in Florence, South Carolina.

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What we discuss in this episode:

In this episode, Kirk Firmin talks about how they took their reconditioning process beyond the "good enough" phase by utilizing a connected reconditioning system that is part of their larger DMS perk. Before using this new process, they were using a digital reconditioning process, but communication between the different departments was lacking. With the new system, technicians can communicate directly with sales managers and parts people, and this integration with their DMS is critical to their success.

Kirk explains how their old digital reconditioning process was inadequate because it lacked instant communication between departments. Through this episode, we learn how important communication and integration are in the reconditioning process and how using a connected reconditioning system can help take the process to the next level.

The conversation delves into the importance of the integration of the DMS and the need for technicians to communicate directly with sales managers and parts personnel. Kirk explains how communication is critical in the reconditioning process, as losing even one car can be very expensive, especially in today's marketplace. 

Kirk Firmin talks about the importance of having a reconditioning management solution that can help achieve their turn rates and goals. In today's market, "good enough" is not enough, and you need to be faster on your turn rate to get cars back on the lot as fast as possible. 

To continue their success and stay ahead of the game, Florence Toyota looked for a reconditioning system that would not only speed their processes but would keep the whole dealership on track at all times. So the dealership decided to partner with ReconTRAC, a web-based software application that streamlines the vehicle reconditioning process. The ReconTRAC system has helped them communicate about the status of each vehicle during the reconditioning process to ensure they don't get lost or dropped, especially with the large volume of cars they handle.

Tune in to find out how the partnership has helped the dealership stay on track and successful.

Listen to the episode featuring Kirk Firmin for even more insights!

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

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

Thanks, Kirk Firmin

Connect with Ted Ings and the Fixed Ops Roundtable:

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John Clavadetscher, is the President and Chief Commercial Officer at Outsell. Outsell is a data and technology company whose automotive customer data and engagement platform listens, predicts and engages with customers at scale, delivering measurable improvements in sales, profitability, and customer loyalty.

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What we discuss in this episode:

In this episode John talks about the company's mission and how it is helping automotive dealers and organizations grow. 

John explains how outsell uses data to personalize communication with customers through various channels, such as direct mail, email, SMS, and social media. He emphasizes the importance of sending coordinated and consistent messages to avoid sending the wrong message and turning customers off. John also shares some of the impressive results that outsell has achieved, including increasing overall gross profit by 65% on a per person basis over a three-year period.

John discusses how outsell works with dealerships to understand their customer base, clean up their database, and optimize communication: helping their customers best listen, predict, and engage with their own customers at scale to deliver measurable and tangible ROI. John explains how Outsell's platform ingests various types of data to provide a 360 view of the customer, allowing the retailer to determine the right medium, message, and time to communicate with the customer. 

Overall, this episode offers valuable insights into how dealerships can leverage customer data to improve communication and drive measurable results. By personalizing communication and sending coordinated messages, dealerships can create a better customer experience and increase their bottom line. The episode is ideal for early adopters who want to know more about Outsell's data-driven approach to automotive customer engagement.

Listen to the episode featuring John Clavadetscher for even more insights!

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

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

Thanks, John Clavadetscher

Connect with Ted Ings and the Fixed Ops Roundtable:

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3. Center for Performance Improvement

In this episode we are joined by Earl "Sticks" Brown and Kelly Culliver from Radiant Ride Certified Dealer Network. Sticks and Kelly discuss Radiant Ride's unique service experience for car owners, creating a one-stop shop solution for cosmetic repairs and routine maintenance at dealerships. The company is working collaboratively with dealers, creating destination centers for customers to receive cosmetic reconditioning repairs, such as dents and dings, windshield chips, alloy wheel repair, leather rips, and tears, and paint touch-ups.

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What we discuss in this episode:

Sticks Brown and Kelly Culliver, discuss the latest industry updates, including the latest projects of Radiant Ride. Sticks shares how Radiant Ride is becoming more digitally integrated with various GM providers, more digitally connected to dealers and DMS providers, and more prepared for upcoming cybersecurity compliance requirements. They also talk about the launch of Radiant Ride's new program called Radiant Ride Certified Dealer Network, which is a unique service experience for car owners, which offers a one-stop-shop service experience for car owners, including cosmetic reconditioning repairs, and routine maintenance. 

Dealerships can now offer cosmetic reconditioning repairs and routine maintenance to their customers simultaneously, boosting retention, and promoting convenience. 

They share some fascinating statistics from their recent marketing campaign and how they are raising awareness of the benefits of maintaining the cosmetic appearance of cars through various platforms like television, print ads, LinkedIn, Google Ads, YouTube etc. Listeners can expect to learn how Radiant Ride is changing the game and creating destination centers for car owners to combine cosmetic repairs and routine maintenance in one place.

The episode is an excellent resource for those keenly interested in adopting Radiant Ride's unique service experience in the industry.

Listen to the episode featuring Earl "Sticks" Brown and Kelly Culliver 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, Earl "Sticks" Brown and Kelly Culliver

Connect with Ted Ings and the Fixed Ops Roundtable:

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3. Center for Performance Improvement

In this episode we are joined by the pillars of the Fixed Ops Roundtable, Cesar Augustus, CEO of Dealer Scanning, Tully Williams, Fixed Operations Director at The Niello Company, and Ed Roberts, COO at Bozard Ford Lincoln to discuss dealer scanning in 2023.

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What we discuss in this episode:

In this episode we dive into the topic of dealer scanning in 2023. Our guest speakers today are all experienced dealers in scanning. The group discusses the importance of scanning and the benefits it brings to dealerships. We discuss the efficiency of having digital files that are accessible to everyone in the store, the security liability of paper filing, and the impact on technicians and service providers eliminating the need to waste time searching for misplaced or misfiled documents. The episode provides insights and advice on scanning documents for dealerships and the benefits of having digital files.

The conversation also touches on the security and compliance issues that come with the new digital world and how scanning can prevent dealerships from being fined thousands of dollars. As a no-brainer, scanning helps dealerships avoid the risks of paper filing, which is still prevalent in 40% of dealerships. Overall, the episode highlights the importance of scanning and how it improves the workflow for technicians, service providers, and dealerships.

Tune in to this episode to learn why scanning is essential and why dealerships must catch up with the times. This is an interesting and insightful episode that provides excellent solutions for any dealership looking to improve their file management system.

Listen to the episode featuring Cesar Augustus, Tully Williams, and Ed Roberts for even more insights!

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

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

Thanks, Cesar Augustus, Tully Williams, and Ed Roberts

Connect with Ted Ings and the Fixed Ops Roundtable:

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Jeffrey Bogaski is the Chief Revenue Officer at Affinitiv. Affinitiv is the leading provider of data-driven marketing and software solutions to the automotive market. He oversees multiple sales teams that include inside sales, outside sales, training teams, and sales specialists, and creates revenue-generating processes and optimize Affinitiv’s product growth strategy to improve business operations and the customer experience.

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What we discuss in this episode:

In this episode we discuss the importance of a great customer experience in automotive retail's fixed operations. Jeffrey talks about Affinitiv's customer data platform and how it pulls in data and uses it to send targeted and relevant communications that go throughout the customer's journey and life cycle. 

We highlight the importance of starting every decision with the customer and working backward to make the best choices.

Jeffrey Bogaski talks about Affinitiv's mission to create lifelong customers and relationships by providing multichannel communications and customizing communication preferences for each customer. He also shares his extensive background in the automotive industry and his passion for helping lead and grow fixed operations.

Jeffrey also talks about Affinitiv's CRM platform, which is powered by the old car research, and how they work towards the mission of next-generation customer experience. Affinitiv provides technology solutions for the timely need in retail automotive that focuses on the customer lifecycle.

Listen to the episode featuring Jeffrey Bogaski 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, Jeffrey Bogaski

Connect with Ted Ings and the Fixed Ops Roundtable:

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Ken Lohr is the director of Retail Warranty Reimbursement at Bellavia Blatt Dealer Law. In this episode he  joins us to discuss the importance of retail warranty claims in the automotive industry.

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What we discuss in this episode:

The automotive industry has been facing numerous challenges in recent years, including rising costs and inflationary forces. With the current state of the industry, it's more important than ever to make sure that dealerships are getting the best value for their money. This is where retail warranty reimbursement comes in.

As a dealership owner or fixed operations director, it's crucial to stay ahead of the game and prepare for the challenges that come your way. One of the ways to increase your dealership's gross profit is by filing for retail warranty reimbursement. The good news is that the fee for this process is usually paid by the manufacturer out of the additional gross you receive, so it's essentially "free money".

With changes in the industry and inflationary forces affecting the cost of labor, it's crucial for dealerships to take advantage of the opportunities they have to receive retail pricing for warranty claims. Ken takes us through the basics of how dealerships can establish their retail rates for parts and labor and collect the disparity between what the manufacturer is paying and what they charge their retail customers. However, Ken notes that the process is not as simple as it may seem and that various discounts and other factors can affect the outcome.

Ken emphasized the importance of preparation in this process. There are many factors that can affect the outcome, such as discounts given to customers, warranty-like repairs done at a discounted rate, and including certain items like brakes and batteries in the warranty. These factors must be accounted for and understood in order to mitigate any negative impact they may have on the outcome.

The bottom line is that retail warranty reimbursement is crucial for dealerships looking to maximize their profitability in an industry that is facing a number of challenges. With the help of firms like Bellavia Blatt, dealerships can make sure they're getting the best value for their money.

With the expertise of Ken and his firm, dealerships can be sure that they are properly prepared and receive the maximum amount for their warranty claims.

Listen to the episode featuring Ken Lohr for even more insights!

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

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

Thanks, Ken Lohr

Connect with Ted Ings and the Fixed Ops Roundtable:

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Our guests today are Ryan Maher, the founder and CEO and Mike Murray, the Chief Revenue Officer (CRO) at Bizzycar. Bizzycar is a revolutionary recall software platform built by dealers for dealers. With their combined experience in the auto industry, Ryan and Mike bring a unique perspective on the importance of warranty recalls in the industry.

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What we discuss in this episode:

If you're in the automotive industry, you know how important it is to keep up with open recalls and ensure the safety of vehicles on the road. Not only is this important for the consumers, but it's also crucial for OEMs to avoid costly fines. So, what if there was a solution that not only helps with the completion of open recalls but also benefits all parties involved, from consumers to dealerships to OEMs?

Warranty recalls are a crucial aspect of the auto industry and impact OEMs, dealers, and consumers alike. Bizzycar is a game-changer in this space, revolutionizing the process of warranty recalls and turning them into a profit center for dealers. With the digitization of the entire warranty recall space, this not only speeds up the recall process but also ensures that vehicles on the road are safer. But what makes Bizzycar truly unique is that it benefits all parties along the value chain. Dealerships, for example, are seeing an average ROI of $5,000 a month and can even increase their revenue with the upsells that come with Bizzycar.

For OEMs, Bizzycar offers more than just dollars and cents. It also measures ROI in terms of owner loyalty and engagement. OEMs are also able to measure the success of the recall process, as they can track the completion of recalls through the Bizzycar platform.

Mobile dealers also benefit from Bizzycar, as it guarantees dollars for warranty repairs and provides information on where the "guaranteed honeypots" are. The beauty of Bizzycar is that it not only provides information on open recalls but also helps mobile dealers find business opportunities at used car lots, auctions, and fleets.

Bizzycar is the future of auto recalls and customer satisfaction. It benefits all parties involved and provides a guaranteed ROI for dealerships.

Ryan and Mike share their incredible story of how they came up with the concept of Bizzycar and how they brought together a team of experts from Google, Facebook, and Uber to create an algorithm that makes finding warranty recalls easier and more efficient. Don't miss this episode where we learn more about Bizzycar and the exciting future of the auto industry.

Listen to the episode featuring Ryan Maher and Mike Murray 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, Ryan Maher and Mike Murray

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