Fixed Ops Roundtable

Tiffany Peeler is the Vice President of Sales and Operations at Brooke.ai. With a deep understanding of the automotive industry, Tiffany leads the charge in integrating advanced digital voice assistant technology into service scheduling. Her insights and experience have been instrumental in developing Brooke.AI 2.0, a tool that promises to enhance both customer and employee experiences.

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What we discuss in this episode:

Tiffany elaborates on how Brooke.ai is revolutionizing service scheduling with its latest version, Brooke 2.0. She explains the new features that have been introduced, such as greeting customers by name and selecting the correct vehicle record using advanced logic. These enhancements not only improve the efficiency of service scheduling but also significantly enhance the customer experience by reducing call times and ensuring accurate bookings.

Another key discussion point is the impact of Brooke.ai on operational efficiency. Tiffany highlights how the new features, such as the whisper functionality and the ability to transfer calls based on service options, empower dealership employees. This empowerment allows staff to handle more complex tasks while Brooke.ai manages routine service calls. Additionally, Tiffany discusses the upsell functionality that helps dealerships increase service volumes by identifying and suggesting necessary maintenance based on the customer's vehicle data.

 For those interested in exploring how Brooke.ai can transform your dealership's service scheduling, visit Brooke.ai or Proactive Dealer Solutions. 

Listen to the episode featuring Tiffany Peeler 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, Tiffany Peeler

Connect with Ted Ings and the Fixed Ops Roundtable:

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Aaron Watters is the visionary President of OEM Interactive, a purpose-driven fixed ops digital marketing agency. With a career spanning decades, Aaron has dedicated himself to creating environments where both employees and partners thrive. His latest venture, FixedOpsJobs.com, is a testament to his commitment to solving industry challenges and fostering growth through innovative solutions. 

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What we discuss in this episode:

In this episode, Aaron Watters elaborates on the core philosophy of OEM Interactive: "Our people, our partners, is our purpose." He explains how this guiding principle influences every aspect of their work, from internal culture to client relationships. Aaron shares insights into how a purpose-driven approach leads to extraordinary results, fostering genuine connections and long-lasting partnerships. By prioritizing the well-being and growth of both employees and partners, OEM Interactive has cultivated a thriving and collaborative environment.

 Aaron also emphasizes the importance of fostering a supportive and collaborative work environment. He believes in the principle of rising by lifting others, which has been instrumental in shaping the success of OEM Interactive. Aaron shares his thoughts on creating a workplace where every team member feels valued and empowered. This inclusive culture not only enhances employee satisfaction but also leads to better service for partners and clients. Aaron's leadership approach highlights the significance of mutual support and continuous improvement. 

Listen to the episode featuring  Aaron Watters 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,  Aaron Watters

Connect with Ted Ings and the Fixed Ops Roundtable:

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What makes a successful automotive service department? How do industry leaders stay ahead of the curve in a rapidly evolving market? Join me, Ted Ings, as I dive deep into these questions and more with two remarkable guests Ed Roberts who is the Chief Operating Officer at Bozard Ford Lincoln, and Damon Egan Serving as the Service Manager at Sherwood Ford in Sherwood Park, Alberta.

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What we discuss in this episode:

In this episode we delve into the philosophies and strategies that drive the success of two prominent leaders in the automotive service industry, Ed Roberts and Damon Egan. 

We begin with Ed Roberts, who shares the foundational principles behind Bozard Ford Lincoln's acclaimed service department. Ed elaborates on their acronym, BEST (Building Excellence through Superior Training), which encapsulates their commitment to fostering a culture of excellence. He explains how their strategic partnerships with trade schools and the establishment of Bozard University have created a robust pipeline for developing skilled technicians, salespeople, and service advisors. This innovative approach not only enhances team competency but also fortifies their brand's reputation for quality service.

Damon Egan, brings a complementary perspective, emphasizing the critical importance of hiring for heart and integrity over mere technical aptitude. Damon discusses how Sherwood Ford's high retention rates are a testament to their supportive and growth-oriented work environment. He underscores the significance of drive and desire in new hires, noting that while technical skills can be taught, a strong work ethic and genuine commitment are irreplaceable.

A key theme in our discussion is the evolving role of mobile service in the automotive industry. Both Ed and Damon emphasize the importance of meeting customers where they are, reducing friction in service delivery, and valuing customers' time.

Listen to the episode featuring Ed Roberts and Damon Egan 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, Ed Roberts and Damon Egan

Connect with Ted Ings and the Fixed Ops Roundtable:

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David O’Brien is a visionary in the automotive service industry, with a rich history of innovation and leadership. As the Co-Founder and Board Chairman of Quantum5, he has been instrumental in reshaping how dealerships approach service operations, customer retention, and team collaboration. His experience spans from being part of the legendary Pat Ryan organization to leading Quantum5’s groundbreaking initiatives.

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What we discuss in this episode:

David O’Brien brings a fresh perspective to the concept of morning meetings. These aren’t just your typical "save a deal" gatherings; they’re strategic sessions designed to plan for success. O’Brien emphasizes the importance of proactive planning over reactive problem-solving. He shares, "In fixed operations, it’s about creating a plan that includes thinking of what could go wrong and being ready for success."

Drawing from his personal experiences, O’Brien discusses the critical role of customer retention. He shares his own frustrations as a customer and how dealerships can avoid making customers feel like "civilians" in their own service experience. "I just don’t want to feel like a civilian," he says, highlighting the need for personalized, attentive service.

David O’Brien’s insights are a game-changer for any dealership looking to enhance their service operations. His emphasis on proactive planning, effective communication, and continuous improvement provides a roadmap for success. Tune in to this episode to discover how you can transform your morning meetings and elevate your service department to new heights.

Listen to the episode featuring David O'Brien 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 O'Brien

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Center for Performance Improvement

Anne Lister is a seasoned Service Manager at Williams Auto Group with over 12 years of experience in the automotive industry. Before joining Williams Auto Group, Anne spent 15 years in personal lines insurance. Her journey into the automotive sector was unexpected, but she quickly found her passion for fixed operations. Anne is known for her dedication to building strong relationships with her team and customers, fostering a culture of transparency, and implementing innovative solutions to enhance service delivery.

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What we discuss in this episode:

As a female leader in a male-dominated industry, Anne faces unique challenges. She candidly discussed the hurdles she encounters, such as dealing with preconceived notions about her expertise and managing a team predominantly composed of men. Anne shared strategies she uses to assert her knowledge and gain respect, including allowing customers to voice their opinions before guiding them with her own expert insights. Her experiences underscore the importance of empathy, patience, and resilience.

We also explored the innovative practices Anne has implemented at Williams Auto Group, particularly the adoption of digital multipoint inspections (MPIs). She explained how these digital tools enhance transparency and trust with customers by providing detailed visual reports of their vehicles’ conditions. This approach not only improves customer satisfaction but also sets Williams Auto Group apart from its competitors. Anne highlighted the positive feedback from customers, especially women, who appreciate the clarity and control these digital inspections offer.

Listen to the episode featuring Anne Lister 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, Anne Lister

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
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• Center for Performance Improvement

Rob Leary is the Director of Sales at BG Products, Inc., where he oversees a robust network of over 800 representatives across North America. With extensive experience in the automotive industry, Rob brings invaluable insights into maximizing dealership profits through innovative warranty analysis solutions.

Today, we delve into an essential yet often overlooked aspect of dealership operations—warranty analysis. Rob and his team are revolutionizing how dealerships approach warranty labor and parts markup, helping them unlock significant financial gains.

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What we discuss in this episode:

Rob Leary and I discuss the intricacies of warranty analysis, a field where BG Products excels. One striking revelation is the substantial profit dealerships miss out on due to incomplete or incorrect warranty submissions. Rob shares that nearly 20% of dealerships have never filed for an increase, and 70% of those who do, fail to maximize their lift. The numbers are staggering: an average increase of 26.41% in parts markup and 24.85% per hour in labor lift, translating to over $282,000 in annualized net profit for the average dealership.

Rob also introduces BG Products' dual approach to warranty analysis: a comprehensive "Do It For Me" service and a flexible "Do It Yourself" software solution. Both options are designed to simplify the process, minimize dealership workload, and maximize financial returns.

Listen to the episode featuring Rob Leary 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, Rob Leary

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Center for Performance Improvement

How can technology bridge the trust gap between dealerships and customers? What role does flexibility in digital retailing play in modern automotive sales? Can technology truly revolutionize the fixed ops experience?

In today's episode, we sit down with Kerri Wise Chief Marketing Officer at AutoFi and President of Women of Color Automotive Network (WOCAN). 

What We Discuss in This Episode

Kerri emphasizes the crucial role technology plays in bridging the trust gap between dealerships and customers. She discusses how displaying information on screens and offering choices can significantly enhance customer trust and satisfaction. By leveraging technology, dealerships can create a more transparent and seamless experience for customers, whether they are purchasing a vehicle or seeking service. 

The Promise and Reality of Digital Retailing

While digital retailing promised to simplify the car buying process, Kerri highlights that the industry has not yet fully realized this potential. She explains that the success of digital retailing hinges on aligning technology with robust processes and comprehensive training. Kerri argues that simply implementing technology is not enough; it must be supported by well-defined processes and skilled personnel to truly enhance the customer experience. 

Listen to the episode featuring Kerri Wise 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, Kerri Wise

Connect with Ted Ings and the Fixed Ops Roundtable:

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How do you transform service advisors into confident, customer-centric professionals? What can a simple walk-around reveal that might save lives? 

In this special episode, I, Ted Ings, have the pleasure of hosting Mike "Mikey B" Bauer, Corporate Trainer at BG Products, Inc. Mikey B brings a wealth of knowledge and experience, transforming the landscape of fixed operations through innovative training methods and tools. From the importance of the service walk-around to the impact of proper training, this episode is packed with insights that can revolutionize your service department.

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What we discuss in this episode:

In this episode of the Fixed Ops Roundtable, I sit down with Mike "Mikey B" Bauer, a Corporate Trainer at BG Products, Inc., to delve into the critical aspects of service training and customer engagement in the automotive industry. We begin our conversation by exploring the profound responsibility service advisors have in changing people's lives through their work. Mikey B emphasizes that service training is not just about teaching technical skills but about transforming attitudes and building confidence. He shares his journey and the challenges he faced in getting the industry to recognize the importance of training service advisors, who often interact with more customers than any other dealership employees.

We also delve into the tools and processes that can elevate a service department's performance. Mikey B introduces Smart VMA, a tool from BG Products that personalizes maintenance schedules based on vehicle-specific information, making it easier for advisors to provide accurate and tailored recommendations. We discuss the importance of having a consistent process for presenting services and prices to customers, and how tools like menus can help standardize this process across the board, ensuring that every advisor provides the same high level of service.

Listen to the episode featuring Mikey B 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, Mikey B

Connect with Ted Ings and the Fixed Ops Roundtable:

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Dawn Newsome is a seasoned automotive professional with nearly two decades of experience at Vaden Automotive Group. Based in Savannah, Georgia, she has climbed the ranks to become the Vice President of Fixed Operations. Dawn's journey is marked by her dedication to her career, her role as a mother, and her passion for mentoring the next generation in the automotive industry.

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What we discuss in this episode:

Have you ever wondered what it takes to thrive in the automotive industry, especially as a woman in a predominantly male field? How do you balance personal life with a demanding career and still rise to the top? In this episode  we dive deep into the inspiring journey of Dawn Newsome, Vice President of Fixed Operations at Vaden Automotive Group, and uncover the secrets to her remarkable success.

Sarah Vantine, interviews Dawn Newsome on how she transitioned from answering phones at a Chrysler dealership to leading fixed operations at one of the most respected automotive groups in Savannah, Georgia.

Dawn shares her inspiring journey, the challenges of balancing a demanding career with motherhood, and the pivotal moments that propelled her to success. Learn about the opportunities for women in automotive and get a glimpse into the exciting future of Vaden Automotive Group.

Listen to the episode featuring Dawn Newsome 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, Dawn Newsome

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

Randall (Randy) Koch is the VP of Partner Development at OEM Interactive, an industry leading marketing company. Randy brings a wealth of Automotive and e-commerce experience and expertise that is passionate about driving growth and building strong relationships within the industry.

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What we discuss in this episode:

Randy opens up about the fundamental importance of parts in dealership success, drawing from his upbringing in a family deeply rooted in the automotive world. He shares poignant anecdotes from his childhood, highlighting the pivotal role of meticulous inventory management and control. 

At OEM Interactive, Randy leads the charge in partner development, forging meaningful relationships that transcend traditional vendor-client dynamics. He shares insights into the company's holistic approach to dealership growth, emphasizing the importance of collaboration and mutual understanding. Through innovative marketing strategies and personalized solutions, OEM Interactive empowers dealerships to thrive in an increasingly competitive market.

We also talk about the e-commerce revolution and its profound impact on dealership operations. Randy offers practical advice on leveraging online platforms to drive sales, streamline inventory management, and enhance customer communication. From shipping solutions to communication tools like Parts Messenger Pro, Randy unveils the secrets behind maximizing efficiency and productivity in dealership operations.

Listen to the episode featuring Randy Koch 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, Randy Koch

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