Fixed Ops Roundtable

John Fairchild is a service management/advisor sales training expert with over 40 years of experience in automotive fixed operations management and consulting.

John has spent 15 years transforming fixed operations into a powerhouse of profitability. With a track record that speaks volumes, he's not just a trainer; he's a partner, a friend, and an industry luminary.

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What we discuss in this episode:

Today, we've got a powerhouse episode that delves into the beating heart of fixed operations in the dealership realm. Buckle up as we explore the industry's latest dynamics with none other than the maestro himself, John Fairchild from Fairchild Automotive Solutions, and the dynamic Shon Kingrey from the Kayser Automotive Group.

The Rise of Fixed Absorption:

• Unveiling the significance of fixed absorption and its impact on dealership profitability.
• Shon Kingrey shares insights into the changing dynamics of fixed operations.

Training as a Game-Changer:

• The critical role of ongoing training in enhancing fixed absorption.
• John Fairchild's journey from retail to coaching, emphasizing the need for a rhythmic cadence of accountability.

Modes of Training: Classroom, On-Site, and Video:

• Exploring the pros and cons of on-site training and the value of classroom settings.
• Video supplements as a crucial tool for reinforcing and retaining training lessons.

Warranty Maximization:

• Uncovering the hidden potential in warranty uplift and why dealers often leave money on the table.
• John Fairchild's unique approach to advising dealers on filing for warranty reimbursement.

Technician Retention and Cost Management:

• Addressing the challenge of retaining skilled technicians in a market where they are in high demand.
• Shon Kingrey and John Fairchild stress the importance of proper pricing strategies to sustain profit margins.

Personal Touch and Longevity:

• The impact of peer-to-peer interactions in enhancing training outcomes.
• John Fairchild shares the story of implementing longevity strategies, showcasing the power of shared insights.

Revolutionize your fixed ops game, boost profitability, and reclaim the revenue you didn't know you were missing. Dive into the wisdom shared by John Fairchild and Shon Kingrey in this power-packed episode. Whether you're a seasoned industry veteran or just starting, there's something here for everyone. Don't miss out – tune in and let's transform your fixed ops landscape together!

Listen to the episode featuring John Fairchild & Shon Kingrey 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:

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2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Laurie Halter is the driving force at Charisma Communications and is a renowned figure in the industry. Her influence extends far and wide, touching every corner of the retail community. Laurie's commitment to quality content and strategic PR has made Charisma a force to be reckoned with. With a keen eye for quality content, Laurie has become the go-to expert for ensuring that every message in the industry hits the mark. 

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What we discuss in this episode:

1. The Power of Fixed Ops in 2024:

In this dynamic conversation, Laurie and I explore the evolving landscape of the automotive industry. With a focus on fixed operations, we uncover the pivotal role they play in dealership profitability. Discover how recent industry shifts necessitate a renewed emphasis on Fixed Ops and why it's crucial for sustained success.

2. Five Ways to Make 2024 Your Most Successful Year:

Get ready for a goldmine of insights! Laurie shares five practical and proven strategies that can elevate your dealership's performance. From innovative recall campaigns to the game-changing impact of AI in service communication, we cover it all. Learn how forward-thinking dealerships are capitalizing on these trends to secure impressive profits and customer loyalty.

3. Disruptive Trends: Surcharges and Mobile Services:

Digging into specific trends, we explore the untapped potential in surcharges for credit cards. Laurie reveals how some dealerships are saving substantial amounts monthly by implementing surcharge fees. Additionally, we dive into the growing importance of mobile services and the white-glove experience that customers now expect, with real-world examples from industry leaders.

4. Harnessing the Power of AI:

AI isn't just a buzzword; it's a game-changer in automotive. Laurie walks us through real-world applications of AI, from noise reduction in service videos to creating professional responses from service advisors. Uncover how AI can analyze customer sentiment, ensuring a positive interaction and preventing potential issues before they escalate.

5. Bonus: Training as the Key to Success:

We close the episode with a bonus insight that shouldn't be overlooked – the critical role of training. Laurieemphasizes the need for continuous and varied training methods, both virtual and in-person, to keep your team at the forefront of industry best practices. Discover how companies like Quantum Five are disrupting the training landscape by prioritizing the human element.

Join us for an episode filled with actionable strategies, disruptive trends, and a vision for success in 2024. Laurie Halter's expertise and industry knowledge will leave you inspired and ready to take your dealership to new heights.

Listen to the episode featuring Laurie Halter 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, Laurie Halter

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

Aaron Watters is the President of OEM Interactive, a trailblazing digital marketing firm in the automotive space. 

In this episode discover how OEM Interactive has become one of the fastest-growing companies in the U.S. and earned its place among the most admired.

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What we discuss in this episode:

In the fast-paced world of Fixed Ops, every minute counts. Ever wondered how a company like OEM Interactive has not only kept up but surged ahead, earning a spot among the most admired and fastest-growing firms in the U.S.? Join me, Ted Ings, as I unravel the secrets with Aaron Watters, the man behind the success, in this riveting episode of the Fixed Ops Roundtable.

1. OEM Interactive Unveiled: Explore the background and journey of OEM Interactive, a full-service digital marketing firm that specializes in revolutionizing parts and accessories sales online.
2. Challenges in Fixed Ops: Aaron sheds light on the challenges faced by parts departments, focusing on the quest for increased sales and the critical need for time efficiency.
3. Introducing Parts Messenger Pro: Delve into the game-changing solution offered by OEM Interactive – Parts Messenger Pro. Discover how this innovative text-to-chat tool is transforming the user experience and boosting conversion rates.
4. The Evolution of Parts Sales: Learn how the landscape of parts sales has transformed with the rise of eCommerce, and how OEM Interactive is at the forefront, guiding dealers through this shift.
5. Efficiency in Fixed Ops: Aaron shares insights into time-saving techniques and tools, including a revolutionary standard operating procedure, that has made OEM Interactive exceptionally efficient in the e-commerce space.

Listen to the episode featuring Aaron Watters 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, Aaron Watters

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

David Farabaugh is the Vice President of Strategic Opportunities at Quantum5.

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What we discuss in this episode:

David Farabaugh, a seasoned professional with a passion for data and industry insights, shares his wealth of knowledge accumulated over a lifetime in the automotive business. As the VP of Strategic Opportunities at Quantum5, he brings a unique perspective to the challenges faced by dealerships today.

1. Fixing the 1 Million Retention Problem:

• Unveiling the staggering cost of employee turnover and its impact on dealership profit margins.
• The rich data repository at Quantum5 and how it transforms into actionable insights.

2. Hiring for Retention:

• Why the hiring process needs a slow, deliberate approach.
• The power of personality assessments and panel interviews in finding the right fit.

3. Communication:

• Adapting communication styles for the diverse workforce of today.
• The critical importance of intentional and frequent interactions for leadership presence.

4. Schedules and Compensation (DARE Model):

• The evolution of work schedules in attracting and retaining the Gen Z workforce.
• The success stories of dealerships adopting a four-day work week.

5. Onboarding and Career Planning:

• Unveiling the missing link in dealership processes: robust onboarding and career planning.
• The role of employee feedback through surveys and its impact on dealership culture.

Bonus Tip: NADA Workforce Study Participation:

• Why every dealership should participate in the annual NADA Workforce Study for invaluable insights.
• How this study can elevate your dealership's competitive edge and workforce strategies.

Join us in this eye-opening episode as we unravel the mysteries of employee retention, decode dealership success, and pave the way for a future where both employees and customers thrive.

For more information on Quantum5 and the groundbreaking work they're doing, visit quantum5.ai.

Listen to the episode featuring David Farabaugh 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 Farabaugh

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

Barb Edson is the Executive Vice President and Chief Marketing Officer at CDK Global.

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What we discuss in this episode:

1. The Ascendance of Fixed Ops:

• Uncover the astonishing growth of fixed ops awareness over the past few years.

2. Consumer Experience in the Spotlight:

• Delve into why consumer experience has become the paramount focus for dealers.
• Barb shares CDK's research findings and how they are shaping the industry landscape.

3. Challenges Dealers Face Today:

• Explore the critical disconnect between what dealers focus on and what consumers demand.
• The glaring gap in transparent service pricing and its impact on consumer trust.

4. Digital Transformation in Fixed Ops:

• Understand the pivotal role of digital tools like video inspections, texting, and service scheduling.
• How CDK is partnering with dealers to drive business growth through unified workflows.

5. The Power of Transparency:

• Reflect on the evolution of transparency from sales to fixed operations.
• Why being transparent is a game-changer in retaining customers after the warranty period.

6. Navigating the Future with Digital Retailing:

• Barb shares insights on how digital retailing is reshaping fixed operations.
• The rise of connected car technology and its implications for dealers and consumers alike.

7. CDK's Commitment to Dealers:

• Uncover CDK's dedication to helping dealers navigate the digital transformation.
• From unified workflows to free access to cutting-edge technologies – a partnership for success.

Tune in as we unravel the complexities of fixed operations and gain actionable insights to propel your dealership into a new era of success. Get ready for an eye-opening conversation with Barb Edson, exclusively on this Episode. Stay tuned!

Listen to the episode featuring Barb Edson 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, Barb Edson

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

Kaylee Felio is the Sales and Marketing Manager at PartsEdge, Kaylee Felio is a trailblazer in the fixed ops world. With a passion for optimizing inventory processes, Kaylee has become a go-to resource for dealers and managers looking to revolutionize their approach to parts management.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

The conversation covers the significant rise of parts in fixed ops, the shift in perspective towards recognizing parts as valuable assets, and the technological revolution in parts management. Kaylee discusses the efficiency, automation, and support provided by PartsEdge, along with the challenges and solutions in inventory control. 

The episode also explores the onboarding process with PartsEdge, navigating DMS changes, and optimizing inventory for dealers. The discussion concludes with a glimpse into Kaylee's upcoming speaking engagement at NADA and exciting announcements from PartsEdge. Don't miss this insightful episode that delves into the transformative world of fixed operations and purposeful inventory management.

Listen to the episode featuring Kaylee Felio 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, Kaylee Felio

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

Mike Rich is the VP of Marketing at Revolution Parts, a leading player in the automotive parts industry. With his expertise, Mike has helped dealerships simplify the shipping process and maximize profitability.

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What we discuss in this episode:

In this episode of the Round Table, we explore the intricacies of shipping auto parts, discuss the meteoric rise of online parts sales, and how Revolution Parts is leading the charge in simplifying the process for dealers. 

1. The Shipping Conundrum: Ted Ings and Mike Rich explore the complexities of shipping auto parts, from handling different sizes and weights to providing accurate shipping quotes to customers.

2. The Rise of Online Parts: Mike shares insights into the surging popularity of auto parts in the e-commerce landscape, especially since the onset of the COVID-19 pandemic.

3. Revolutionizing Shipping Rates: Learn how Revolution Parts has secured the best shipping rates for dealers, saving them up to 20% and making shipping a profit center.

4. The Game-Changer - Shipping Protection: Discover how Revolution Parts ensures that every package is 100% covered, protecting dealers from losses due to damaged, lost, or stolen shipments.

5. Local Delivery Excellence: Delve into the convenience of local delivery services, allowing dealers to get parts to their destination in under 30 minutes at an affordable cost.

6. Taking the Next Step: Mike provides insights on how dealers can get started with Revolution Parts and embark on their journey into online auto parts sales.

If you're a dealership looking to enhance your e-commerce game and improve your parts shipping, this episode is a must-listen. Don't miss out on the valuable insights and strategies shared by Mike Rich and Ted Ings!

Listen to the episode featuring Mike Rich 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, Mike Rich

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

Patrick Reininger is the new CEO of Proactive Dealer Solutions and Brooke.ai. He is also an executive, in the global sales and business development field boasting an extensive 16 year track record. Throughout his career he has excelled in building teams specializing in SaaS, AI, Data and Tech platform sales and marketing. With 14 years of experience in management including budgeting, planning and full P&L responsibility Pat is widely acknowledged for leading teams. He is also renowned as a thought leader in Customer Experience Management, Owner Loyalty and Mobility as a Service (MaaS). 

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

The Consistent Challenges in the Automotive Industry; Pat reflects on the challenges faced by the industry and emphasizes the need for adaptation to meet ever changing customer expectations.

The Evolving Landscape of the Auto Industry; We delve into the transformations taking place in the industry such as electric vehicles evolving customer demands and how AI is shaping its future.

The Significance of Customer Experience; Pat underscores that in todays auto industry providing a customer experience is what sets businesses apart from their competitors.

The Role of AI in the Future; Pat shares valuable insights, into how AI can revolutionize customer experiences and drive cost reduction when powered by data and expertise.

Brooke.ai Making an Impact; Pat discusses real life examples of how implementing AI through Brooke.ai has improved call handling efficiency and increased appointment bookings.

Embracing Change; The significance of keeping technology current and relevant in the changing landscape of AI.

Innovation and Collaboration; Pat shares the companys strategies, for staying in technology advancements through client advisory boards and product innovation.

The Synergy Between Technology and People; We delve into the strength of Proactive Dealer Solutions and Brook.ai combining business development expertise with cutting edge technology.

Staying Inspired in a Fast Paced Industry; Pat discusses his drive. How he finds inspiration from the people around him and the passionate professionals in the industry.

Why You Should Tune In to This Episode;

Are you curious about how AI's reshaping the customer experience in the industry? Do you want to gain insights from a professional who is leading the way, into this new era? Join us as we explore the potential of AI in automotive uncovering how technology and expertise are shaping customer service, business operations making it a must listen for anyone invested in the future of auto industry.

Listen to the episode featuring Patrick Reininger 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, Patrick Reininger

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

Stephen Hill, the Service Director at i-10 Toyota in Indio, California. Steve is a figure in the Fixed Ops community, and in this episode, we delve deep into his remarkable automotive journey and the ever-evolving industry. 

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What we discuss in this episode:

1. Mastering Automotive Management; Steve shares his path from working in the aftermarket to becoming a manager. He reveals how his background in psychology and public administration played a role in shaping i-10 Toyotas' achievements.

2. Exploring i-10 Toyota; Get a look into the growth, geographic influence and exceptional team behind i-10 Toyota—a flourishing dealership operation located in Southern California.

3. Nurturing Future Talent in the Auto Industry; Steve provides insights into the challenges and opportunities of attracting individuals to join the automotive sector. He emphasizes the significance of coaching and fostering a culture to facilitate growth.

4. The Impact of Electric Vehicles (EVs) and Flat Rate Compensation; Steve discusses how electric vehicles are transforming the industry and explores payment structures that can help retain technicians.

5. Cultivating a Distinctive Culture; Discover why it is essential to build a team with shared values and culture within a dealership—a driver of success.

6. Expanding Into Non Mainstream Brands; Steve has announced the expansion plans for i-10 Toyota aiming to reach markets and cater to a range of customers by targeting off-brand service centers.

Get ready to dive into the future of vehicles, the increasing role of AI and the changing landscape of automotive technology. This episode offers insights that will pique your curiosity about the industry's future, electric vehicles and the impact of technology on service centers. Stephen Hill will guide us through this conversation as he shares his roadmap for success in an industry that is rapidly evolving. 

Discover how to cultivate a culture effectively, manage growth and stay one step ahead of competitors. Whether you're an automobile enthusiast or simply interested in what lies for transportation, this episode is a must-listen.

Listen to the episode featuring Stephen Hill 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, Stephen Hill

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

Jim Sabino is the Fixed Operations Director at All American Ford, located in Paramus, Hackensack, New Jersey.

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What we discuss in this episode:

Why Mobile Service Matters:

As the automotive landscape evolves, mobile service takes center stage. In an engaging conversation with Jim Sabino, we explore why mobile service is not just a trend but a strategic move for customer satisfaction and business growth.

Behind the Scenes: The Mobile Service Blueprint:

Discover the hidden layers of success as Jim delves into the intricacies behind building a mobile service network. From capital investment to assembling the right team, Jim unveils the blueprint that makes mobile service a thriving venture.

Panel Insights: Ed Roberts, Mark Mickens, and More:

Jim reflects on the industry's trailblazers, giving due credit to visionaries like Ed Roberts and Mark Mickens. Learn how these pioneers are reshaping the automotive service space and setting new benchmarks.

The Road Ahead: Jim Sabino's Journey:

Embark on Jim's 38-year journey in the automotive industry, from his roots in a family dealership to becoming the Fixed Operations Director at All American Ford. His insights on learning from the past and adapting to change are both inspiring and invaluable.

Mobile Service: A Game-Changer for All American Ford:

Jim unveils All American Ford's strategic plans for mobile service expansion, offering a glimpse into the impactful role it plays in customer engagement, loyalty, and the overall success of the dealership.

The Mobile Service Advantage: Customer Convenience and Beyond:

Get a firsthand account of how mobile service is transforming customer experiences. Jim shares anecdotes and statistics that highlight the remarkable shift in customer perception and loyalty.

Mobile Service Workforce: Crafting a Future in Automotive:

Jim's call to action for individuals considering a career in the automotive industry is both compelling and timely. Discover why now is the perfect time to join a dynamic industry that values innovation, hard work, and continuous learning.

Looking Ahead: Insights for Peers and Dealerships:

As we approach the end of the year, Jim provides valuable advice to peers and fellow dealerships. From employee management to adapting to challenges, his wisdom sets the tone for a successful transition into 2024.

Join us as we wrap up an insightful conversation with Jim Sabino, where he shares his vision for the future. The journey to endless heights has just begun, and the automotive industry is in for transformative changes.

Engage with thought-provoking discussions on the mobile service revolution, gain insider perspectives from industry leaders, and discover why now is the time to embrace change.

Listen to the episode featuring Jim Sabino 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:

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