Fixed Ops Roundtable

Are dealerships leaving money on the table by outsourcing glass services? Dive into the latest episode of the Fixed Ops Roundtable, where we uncover how bringing glass services in-house can be a game-changer for customer satisfaction and revenue growth.

In this episode I sit down with Mark Haeck, the Vice President of Business Development at GMS Glass Management Software, the driving force behind dealership glass solutions for over four decades.

What We Discuss In This Episode:

As we explore the revenue roadmap, Mark shares invaluable insights into the untapped opportunities awaiting dealerships in the glass business. From ADAS calibrations to insurance billing, he unveils the myriad ways in which in-house glass services can bolster revenue streams and enhance profitability. We discuss the importance of seizing these opportunities and leveraging them to stay ahead in today's competitive automotive landscape.

Throughout our conversation, Mark addresses the challenges that dealerships may face in implementing in-house glass services, from technician training to workspace optimization. He offers practical strategies for overcoming these hurdles, empowering dealerships to take control of their glass operations and maximize efficiency.

One of the key themes we explore is the profound impact of in-house glass services on customer experience and satisfaction. Mark highlights how routine glass repairs can become opportunities to impress and retain customers, ultimately driving loyalty and dealership growth. 

Listen to the episode featuring Mark Haeck 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, Mark Haeck

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

Robert Manuel, with an illustrious background in automotive retail, brings a wealth of firsthand experience to his role as Partner Success Manager at CallRevu. With roots deeply embedded in dealership operations, Robert offers unique insights into the challenges and opportunities faced by fixed operations teams.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

1. Navigating Evolving Trends: We explore the emergence of Electric Vehicles (EVs) and the unique challenges they pose for fixed operations, from technician preparedness to service presentation.
2. Harnessing the Power of AI: Discover how AI-driven insights are revolutionizing dealership operations, from personalized customer experiences to predictive analytics, with a focus on enhancing service quality and efficiency.
3. Overcoming Obstacles: Robert shares practical strategies for overcoming obstacles in technology adoption, emphasizing the importance of a phased approach and ongoing employee training.
4. The Future of Fixed Ops: Gain foresight into the role of AI in shaping the future of fixed operations, as Robert discusses the potential for predictive analytics to redefine customer interactions and dealership success.
5. Connecting with CallRevu: Learn about the innovative solutions offered by CallRevu to empower dealerships in optimizing the caller's journey and fostering customer delight.

Listen to the episode featuring Robert Manuel 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, Robert Manuel

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

Sara Hoagey and staff have been in the automotive industry since 1999 and held every position in a dealership from variable to fixed operations. As the CEO of EliteBDC, Sara is at the forefront of revolutionizing customer engagement in the automotive sector through innovative technologies and personalized approaches.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

In our episode, Sara Hoagie and I delve into the fascinating evolution of automotive customer experience. Sara shares her rich journey spanning over 25 years in the industry, recounting her early days as a sales consultant when the automotive landscape was transitioning from traditional methods to embracing the internet age. From handling leads via fax machines to harnessing the power of artificial intelligence, Sara reflects on the transformative changes that have shaped the way dealerships engage with customers.

Drawing from her experience as a service manager, Sara highlights the critical role of service management in fostering customer loyalty and ensuring compliance with regulatory standards. She emphasizes the importance of providing exceptional service experiences to retain customers, especially in an era where customer expectations are higher than ever. With insights gained from navigating the complexities of service operations, Sara offers practical strategies for dealerships to enhance their service offerings and maintain compliance.

Our conversation also delves into the significance of  BDCs in today's automotive landscape. Sara underscores the pivotal role of BDCs in managing customer inquiries and ensuring seamless communication channels between dealerships and potential buyers. From effective phone handling techniques to strategies for employee retention, Sara shares valuable insights on optimizing BDC operations to drive sales and enhance customer satisfaction.

Listen to the episode featuring Sara Hoagey 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, Sara Hoagey

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

Jay Goninen is the Co-Founder and President of Wrenchway, a company revolutionizing how technicians and dealerships connect. With a passion for empowering technicians and enhancing dealership operations, Jay brings a wealth of experience and innovation to the table.

Get ready for insights, revelations, and a glimpse into the future of the automotive industry.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

The Evolution of Wrenchway: Jay shares the journey from the inception of Wrenchway to its current position as a game-changer in the automotive space. Discover the inspiration behind the transition from Find a Wrench to Wrenchway and the strategic vision driving its growth.

Prioritizing People in the Industry: In a world where technicians are in high demand, Jay discusses the importance of prioritizing people over processes. Learn how Wrenchway is reshaping the recruitment landscape by focusing on transparency, support, and mutual respect.

Empowering Technicians: Explore the innovative features of Wrenchway's platform and how they empower technicians to make informed decisions about their careers. From job boards to school connections, discover how Wrenchway is bridging the gap between talent and opportunity.

Navigating Industry Challenges: Jay opens up about the challenges faced in growing a company within the automotive industry. From changing mindsets to addressing foundational issues, gain insights into the strategies driving Wrenchway's success.

The Future of Automotive Innovation: As we look ahead, Jay shares his vision for the future of the automotive industry. Explore the role of technology, education, and industry partnerships in shaping a brighter tomorrow for dealerships and technicians alike.

Listen to the episode featuring Jay Goninen 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, Jay Goninen

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

Mark Queen is the CEO of SKAI Vision, a groundbreaking technology company pioneering the integration of computer vision AI into retail automotive operations. With a wealth of experience and a knack for innovation, Mark is leading the charge in revolutionizing dealership efficiency and customer experience.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Mark sheds light on how computer vision AI is transforming the automotive industry, specifically by tackling those pesky bottlenecks that plague dealerships.

In this episode, you'll learn:

• What computer vision AI is and how it works
• Real-world examples of computer vision in action, beyond automotive retail
• How SKAI Vision leverages computer vision to streamline dealership operations
• The impact of SKAI Vision on key areas like technician efficiency, customer wait times, and data automation
• Privacy concerns surrounding computer vision technology (and how SKAI Vision addresses them)
• The most popular features dealerships are requesting from SKAI Vision
• The incredible benefits of SKAI Vision for both dealerships and their customers

Mark also shares some exciting insights from SKAI Vision's data, including:

1. How focusing on seemingly minor process improvements can lead to major gains
2. Why a minute saved can translate into hundreds of additional services per month
3. The crucial role of connected vehicle data in further streamlining the service experience

This episode is a must-listen for any fixed ops professional looking to gain a competitive edge. SKAI Vision is paving the way for a future where dealerships can optimize time, improve customer satisfaction, and boost their bottom line.

Listen to the episode featuring Mark Queen 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, Mark Queen

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

Coralee Zueff is a seasoned master service advisor, coach, and author of "Five-Star Service Advisor," with a rich background spanning from technical expertise to retail and aftermarket experience. Her passion for empowering service advisors led her to develop the innovative Five-Star Service Advisor program, aimed at revolutionizing customer service in the automotive sector.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

1. Understanding Customer Behavior: Coralee sheds light on why customers may choose aftermarket services over dealerships, debunking common misconceptions about pricing and revealing the true drivers behind customer choices.

2. The Importance of Convenience: We explore the evolving landscape of automotive service, where convenience plays a pivotal role in customer satisfaction. Coralee highlights the significance of dealership initiatives such as pickup/drop-off services and mobile servicing in meeting customer needs.

3. Empowering Service Advisors: Delving into the core principles of the Five-Star Service Advisor program, Coralee shares valuable insights on nurturing a customer-centric approach, building trust, and fostering meaningful interactions.

4. Bridging the Gap Between Dealerships and Independents: Coralee outlines the unique benefits of her program for both dealerships and independent service providers, emphasizing the importance of specialized training and customer-centricity in driving business success.

5. The Future of Automotive Service: As we wrap up, Coralee offers a glimpse into the future of automotive service excellence, highlighting the role of ongoing training, adaptation to industry changes, and a deep understanding of customer needs.

Listen to the episode featuring Coralee Zueff 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, Coralee Zueff

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 William Demaree, the Corporate Director of Fixed Operations at the Tom Wood Automotive Group. Our conversation delved into various aspects of the automotive industry, starting with the core values of Tom Wood Automotive Group, as highlighted by a quote from Tom Wood himself: "Success is not measured by the number of franchises or locations in an organization, but by the people associated with it." 

We explored how this philosophy drives the company's focus on creating a family-like environment for its employees, emphasizing work-life balance and flexible scheduling to ensure both employee satisfaction and customer service excellence.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

One of the key topics we discussed was the evolution of dealership culture and the importance of embracing change. Demaree shared insights into innovative approaches adopted by Tom Wood Automotive Group, such as offering alternative work hours and implementing mobile service solutions like Spiffy. He emphasized the significance of convenience in today's automotive landscape and how adapting to customer preferences, such as providing mobile service options, can lead to increased customer satisfaction and loyalty.

Demaree also provided a glimpse into his journey within the automotive industry, recounting his early experiences working at a service station and his transition into dealership operations. His story highlighted the importance of mentorship and hands-on experience in shaping a successful career path. We explored the changing dynamics of the industry, particularly with the rise of electric vehicles (EVs) and the need for specialized skills among technicians to adapt to new technologies.

Throughout our conversation, Demaree underscored the pivotal role of people in driving success within the automotive industry. From attracting and training young talent to fostering a culture of customer-centric service, he emphasized the value of investing in employees and creating opportunities for growth. Additionally, we discussed the significance of philanthropy and community engagement, reflecting on how giving back plays a fundamental role in shaping company values and leaving a positive impact on society.

Overall, my discussion with William Demaree provided valuable insights into the inner workings of the automotive industry, highlighting the importance of adaptability, innovation, and a people-first approach in navigating the challenges and opportunities ahead.

Listen to the episode featuring William 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, William Demaree

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

Tammie Ventura is a seasoned professional and the BDC Director at Hudson Automotive Group, South Carolina. With over 18 years of experience in the automotive industry, Tammie has been instrumental in transforming Hudson's BDC operations into a powerhouse of success. Under her leadership, the group has witnessed remarkable growth and earned prestigious accolades, including the Best Practice Award. 

Tammie's passion for excellence and dedication to cultivating a culture of continuous improvement make her a trailblazer in the field of fixed operations.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

1. From Humble Beginnings to Industry Leader:

Explore Tammie's journey from a small lunchroom with just one table to leading a team of 50 agents across multiple dealerships. Discover the pivotal moments that shaped her career and fueled her passion for the automotive industry.

2. The Power of Consistency:

Tammie reveals why consistency is the cornerstone of success in a corporate BDC. Learn how maintaining unwavering standards and best practices can drive exceptional results and elevate the customer experience.

3. Cultivating a Winning Culture:

Dive into the importance of fostering a positive and supportive culture within the BDC. Discover Tammie's strategies for empowering team members, promoting personal growth, and creating a collaborative environment where everyone thrives.

4. Coaching for Excellence:

Explore Tammie's approach to coaching, training, and developing BDC agents for success. From daily call evaluations to quarterly training sessions, uncover the techniques that drive continuous improvement and ensure team members reach their full potential.

5. The Journey to Success:

Tammie shares inspiring stories of team members who started as BDRs and advanced to higher roles within the organization. Discover how a career mentality and a commitment to personal growth can propel individuals to new heights in the automotive industry.

Through candid conversations and valuable insights, Tammie Ventura offers a glimpse into the inner workings of Hudson Automotive Group's BDC and sheds light on the strategies that have propelled them to the forefront of the industry. Join us for an engaging discussion that promises to inspire, educate, and unlock the secrets to BDC success.

Listen to the episode featuring Tammie Ventura 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, Tammie Ventura

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

Today, I'm thrilled to welcome David Reinicke, President, and Jason Tuck, Sales and Marketing Manager at Automotive Warranty Network. With many years of experience, Automotive Warranty Network stands as the cornerstone of outsourced warranty administration, offering invaluable insights into this vital yet often overlooked aspect of dealership operations.

As key figures at Automotive Warranty Network, they are passionate about streamlining processes, ensuring compliance, and fostering a culture of excellence within the industry.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

1. The Essence of Automotive Warranty Network: David and Jason shed light on the critical role of Automotive Warranty Network in processing warranty claims. From seamless integration with dealership management systems to meticulous claim administration, they highlight the comprehensive services offered by AWN.

2. Navigating Compliance in a Complex Landscape: In a rapidly evolving regulatory environment, compliance is paramount. Our guests discuss how AWN prioritizes adherence to FTC guidelines and manufacturer standards, ensuring secure and compliant warranty processing.

3. Cultivating a Culture of Excellence: Discover the secret behind AWN's success—a thriving culture centered around family, support, and continuous growth. David and Jason emphasize the importance of investing in their workforce, fostering loyalty, and driving innovation within the organization.

4. Addressing Industry Challenges: From technician shortages to the evolving demands of the automotive landscape, our experts provide insights into overcoming challenges and staying ahead of the curve. Learn how AWN's forward-thinking approach positions them as industry leaders.

Overall, our episode with David Reinicke and Jason Tuck offers a comprehensive exploration of automotive warranty administration, providing valuable insights for dealerships and industry enthusiasts alike.

Listen to the episode featuring David Reinicke and Jason Tuck 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 and Jason Tuck

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

Owen Moon is a seasoned expert in the automotive industry, of Trade Pending which recently acquired Fixed Ops Digital. With years of experience and a passion for revolutionizing online service marketing, Owen brings a wealth of knowledge to the table.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

The State of the Market: Owen provides a comprehensive overview of the current state of the automotive service industry, highlighting key statistics and trends that dealerships need to be aware of. From consumer behaviors to market share dynamics, Owen offers valuable insights into the evolving landscape.

Building Trust and Transparency: With trust in franchise dealerships eroding, Owen discusses the importance of transparency and how dealerships can regain consumer confidence. He emphasizes the need for openness in service pricing and the significance of fostering positive customer experiences.

Harnessing the Power of Video: Owen explores the growing role of video in automotive service marketing, showcasing how dealerships can leverage this medium to enhance communication with customers. From technician recommendations to promotional campaigns, video offers a personalized and engaging way to connect with audiences.

Maximizing Revenue Opportunities: Owen delves into various strategies for increasing revenue in fixed operations, including repair financing, recall management, and effective vehicle acquisition tactics. He shares practical tips for implementing these initiatives and driving profitability.

Embracing Online Service Marketing: As we enter 2024, Owen underscores the importance of embracing online service marketing as a key driver of dealership success. He discusses the evolving role of digital platforms and the need for dealerships to adapt and innovate in this rapidly changing landscape.

Listen to the episode featuring Owen Moon 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, Owen Moon!

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