Fixed Ops Roundtable

Damon is the Service Manager at Sherwood Ford in Sherwood Park Alberta Canada. He oversees the day to day operations of Western Canada’s largest Ford store known as the Service Fixer. Damon has pushed the boundaries of what is capable in an automotive service department. 

In this episode we dive into uncharted waters with our guest who is also visionary in the automotive repair industry and a true advocate of Blue Ocean Strategy. In this episode, we explore the concept of Blue Ocean Strategy and how it can revolutionize the way dealerships and repair shops approach their markets.

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What we discuss in this episode:

What is Blue Ocean Strategy and Why is it Important?

In this section, we explore the fundamentals of Blue Ocean Strategy, a groundbreaking concept developed by business strategy experts. Instead of competing for market share in a saturated, "red ocean" with cutthroat competition, Damon explains how dealerships and repair shops can seek out untapped markets, the "blue ocean," where they can dominate and thrive.

Challenges and Opportunities in Embracing The Blue Ocean Strategy

Discover how Damon and his team navigated obstacles unique to the Canadian market, including colder climates and the scarcity of charging infrastructure for electric vehicles (EVs). Despite these challenges, they embraced EVs as the new frontier and found inventive ways to excel in this space.

Unlocking New Revenue Streams through Blue Ocean Strategy

Damon shares valuable insights on the importance of exploring new revenue streams beyond traditional offerings. Ideas like subscription services, bundled packages for EV owners, and extended warranties on repairs present exciting opportunities for dealerships and repair shops to thrive in the ever-changing automotive landscape.

Embrace Change and Forge Ahead

Damon also emphasizes the need to let go of old ways and embrace change in the automotive industry. With the rapid advancements and shifting consumer preferences, being adaptable and open to new ideas is crucial for long-term success.

Why Should You Listen?

Are you ready to dive into uncharted waters and discover the untapped potential of Blue Ocean Strategy in the automotive repair industry? This episode will challenge your perspective, spark your creativity, and inspire you to think beyond the conventional boundaries. Learn from real-life success stories and explore how embracing innovation can set your dealership or repair shop on a path to dominance in your market.

Listen to the episode featuring 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, Damon Egan

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Mike Rich is the Vice President of Marketing at RevolutionParts.

In this episode we delve into a revolutionary new tool released by RevolutionParts that tackles the age-old problem of obsolescence in the automotive industry.

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What we discuss in this episode:

The Obsolescence Challenge

About 25% of dealers struggle with obsolete parts accumulating in their inventory, leading to wasted space and financial losses. But is there a way to turn this problem into an opportunity?

Introducing the Obsolescence Tool

Mike Rich introduces the game-changing "Obsolescence Buster" tool, an ingenious dynamic pricing tool designed to address the obsolescence issue head-on. He elaborates on how RevolutionParts integrates with dealers' DMS inventory, automating the process of identifying and tagging obsolete parts based on specific rules set by the dealer and offers custom pricing on obsolete parts, making them more attractive to potential buyers.

The Path to Revolution

Mike reveals the backstory behind the development of the tool. He shares how dealers have been manually tackling the obsolescence problem for years and explains RevolutionParts vision to automate and optimize the process to help dealers gain more from their obsolete parts. Learn how RevolutionParts developed this innovative solution over time, refining their strategies to empower dealers and streamline their processes. The tool ensures real-time management of obsolescence, preventing a backlog of unwanted parts and making obsolete inventory a thing of the past.

Unlocking the Power of eBay

Mike explains how the platform's eBay integration opens up new avenues for dealers to reach actively engaged buyers looking for hard-to-find parts. He shares the success stories of dealers who have seen significant growth in sales after partnering with RevolutionParts. The integration with eBay opens up a vast network of active buyers, enhancing the chances of selling obsolete parts at premium prices.

Beyond eBay: Expanding Opportunities

Mike highlights that RevolutionParts goes beyond eBay, providing additional platforms to help dealers sell their obsolete parts effectively. He discusses plans for an obsolete parts marketplace and how dealers can reach out to wholesale buyers through B2B channels, expanding their reach and revenue potential.

Join Ted and Mike as they unravel the secrets of RevolutionParts' Obsolescence Tool and explore how dealers can transform their obsolete parts inventory into a lucrative opportunity. Say goodbye to the obsolescence dilemma and embrace a revolutionary way to sell parts in the digital age.

Get ready to embrace the digital revolution in parts sales!

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:

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

Eric Foster is the president of DealerVantage, a cutting-edge technology company transforming the automotive retail industry.

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What we discuss in this episode:

In this episode, they explore the origins of DealerVantage, its mission to provide data-driven customer insights to empower fixed ops leaders, and how their innovative solutions enable dealerships to excel in customer service and drive more customer pay work.

But it doesn't stop there. Ted and Eric discuss the unique selling proposition of DealerVantage, its ability to uncover all the vehicles registered at a customer's address, and the practical applications of this information for dealerships. Whether it's engaging customers in the service lane or targeting marketing campaigns, DealerVantage streamlines operations, increases profitability, and enhances the overall customer experience.

What sets DealerVantage apart from the competition? It's their commitment to simplicity. With easy integration into dealership management systems (DMS) and a user-friendly interface, getting started with DealerVantage is just a few clicks away. The best part? The first few months are commitment-free, allowing dealerships to experience the value firsthand before making a decision.

Discover how DealerVantage contributes to solving common industry challenges, such as inventory shortages, technician shortages, and evolving customer expectations. By providing actionable insights, DealerVantage empowers dealerships to thrive in the face of these trends, leveraging personalized experiences, driving customer pay work, and enhancing overall profitability.

This episode will captivate you with thought-provoking questions: How can dealerships tap into hidden opportunities within their customers' households? How can they leverage customer insights to drive marketing campaigns and source quality used inventory? How can DealerVantage streamline operations and create a seamless experience for customers?

Don't miss out on the opportunity to gain an unfair advantage in the automotive industry. Tune in to this episode with Eric Foster, president of DealerVantage, and discover how their innovative technology is revolutionizing the way dealerships operate and succeed.

Listen to the episode featuring Eric Foster 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, Eric Foster

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Skyler Chadwick is the Director of Product Consulting at Cox Automotive, Xtime.

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What we discuss in this episode:

In this episode they dive into the changing landscape of the automotive industry, with a particular focus on fixed operations. Skyler shares valuable insights from his conversations with dealerships and highlights the shift in priorities from variable to fixed ops.

Discover the why and how behind this strategic shift as Skyler delves into the importance of fixed operations for dealerships' growth and customer retention. With a fascinating look at the opportunities within fixed operations, Skyler emphasizes the need for dealerships to adapt and optimize their service departments to thrive in the evolving market.

But what sets high-performing dealerships apart from the rest? Skyler reveals the key drivers of success and shares data from Cox Automotive's research on forward-thinking dealerships. Find out how these dealerships achieve impressive profit gains and increased efficiency by implementing advanced tactics and embracing transparency, optimization, and integration.

Prepare to be intrigued as Ted and Skyler explore the evolution of service experiences. From transparency becoming a central focus to the rise of personalization and customer control, they discuss the importance of meeting consumer demands and enhancing the overall dealership experience. Discover the impact of innovative communication options like video chat and online payment, which provide convenience, trust, and transparency to customers.

As the conversation unfolds, Skyler reveals the future of service on the retail side. Gain insights into upcoming trends such as time slot marketing, mobile check-ins, and integrated ride share bookings. Moreover, understand how automation and integrations can streamline service departments, creating a smoother operation and enhancing the technician and advisor experiences.

Join Ted Ings and Skyler Chadwick in this thought-provoking episode as they unravel the future of fixed operations and unveil the keys to dealership success through transparency, personalization, and customer-centric strategies. Don't miss this opportunity to gain valuable insights and discover how your dealership can thrive in the ever-evolving automotive industry.

Listen to the episode featuring Skyler Chadwick 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, Skyler Chadwick

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

Edna Pham is an Automotive Technician at Cavender Auto Group. With over 5 years of experience in the field. Edna has honed her expertise in various automotive systems, including charging, electrical, body, brakes, chassis, engine, differential, HVAC, and suspension. She holds a Section 609 certificate in HVAC repairs and is certified in safety and emissions.

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What we discuss in this episode:

• Edna's path to becoming an automotive technician
• The challenges faced by women in the industry and how to overcome them
• The supportive environment at Cavender Auto Group
• Edna's advice for young women pursuing a career in automotive
• The significance of perseverance, self-reliance, and continuous learning

In this episode host Kara Delaine sits down with Edna Pham, an automotive technician at Cavender Auto Group. Edna shares her inspiring journey of how she entered the field and discusses the challenges and triumphs of being a female technician in a male-dominated industry.

Join Kara as she delves into Edna's story, exploring her passion for cars and her determination to succeed. Edna reveals how her interest in automotive technology sparked during high school and led her to pursue a degree in the field. Despite being one of the few females in her college classes, Edna remained undeterred, working hard to establish herself as a competent technician.

Throughout the conversation, Edna opens up about the obstacles she has faced and offers valuable advice to young women considering a career in the automotive industry. She emphasizes the importance of perseverance, self-reliance, and the willingness to continuously learn and improve.

Discover how Edna's experiences and insights challenge stereotypes and encourage others to pursue their dreams fearlessly. Her story showcases the supportive environment at Cavender Auto Group and the dedication of her colleagues. Together, they form a unified team, breaking barriers and building a stronger automotive community.

How Will This Episode Captivate You?

In this captivating episode, you'll witness the inspiring journey of Edna Pham, a female automotive technician who defies stereotypes and excels in her field. Edna's story highlights the importance of pursuing one's passion and embracing challenges head-on. Whether you're a car enthusiast, a young person considering a career in the automotive industry, or simply interested in personal triumphs, this episode will captivate you with its authenticity and encourage you to embrace your own aspirations.

Join us for an empowering conversation that will leave you inspired and motivated to pursue your dreams, no matter the obstacles. Edna's story reminds us that breaking barriers is possible and that passion and dedication can lead to a rewarding and fulfilling career. 

Listen to the episode featuring Edna Pham 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, Edna Pham

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

Chris Saraceno is a business executive, real estate investor, speaker and leader who has, over the past 38 years, discovered what surrounding yourself with the happy and prosperous people, coupled with hard work, can bring over a lifetime.

Chris has been a featured speaker at numerous conventions and has published hundreds of articles both online and in business magazines. While he speaks on a wide range of topics, the goal of all this activity is the same: to support people in achieving their potential and live their best life.

In this episode of Ted Ings Podcast, Kara Delaine interviews special guest Chris Saraceno, author of the bestselling book "The Theory of Five" and representative of Kelly Automotive Group.

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What we discuss in this episode:

The Theory of 5 is a lifetime process; it only stops on the day we die. The Theory, which can be used by anyone at any stage of life, is based on selecting mentors in the five most significant areas of a person's life - spirituality, marriage, parenting, business and finance, and health. These men and women will guide and support us towards fulfilling our ultimate potential in each area.

Throughout the conversation, Chris explains how the Theory of Five can be applied not only to personal life but also to professional settings like dealerships. By implementing this philosophy, employees experience a positive transformation that leads to increased productivity and a happier work environment.

The episode also delves into the different options for learning the Theory of Five, including a live masterclass and a self-led masterclass. Listeners are encouraged to explore these opportunities to enhance their own lives and relationships.

The interview concludes with an exploration of the powerful influence of the people we surround ourselves with. Chris emphasizes the importance of seeking out individuals who inspire greatness in various aspects of life, encouraging listeners to ask positive presuppose questions that lead to growth and fulfillment.

How Will This Episode Captivate You?

Are you searching for ways to improve your life and achieve a state of happiness and prosperity? In this episode, Chris Saraceno shares his transformative philosophy, the Theory of Five, which provides a roadmap to unlocking your best life. Through engaging anecdotes and practical advice, Chris reveals how surrounding yourself with the right people and asking empowering questions can lead to profound personal and professional growth. Discover the secrets to creating a positive, vibrant atmosphere in your own life, and gain valuable insights on how to thrive in spirituality, relationships, parenting, business and finance, and health and fitness. Tune in to this captivating episode and start your journey towards a life of fulfillment and success.

Listen to the episode featuring Chris Saraceno 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, Chris Saraceno

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 Roche is the founder and the executive chairman of WarrCloud -  a SaaS business which delivers a new and totally unique AI-enabled service to the retail automotive vertical, automating the auto dealer’s administration of warranty claims.

In this episode we discuss the exciting and transformative changes happening in the warranty processing industry. Jim shares insights into how technology is disrupting the traditional manual processes and driving significant growth in warranty revenue.

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What we discuss in this episode:

With the normalization of vehicle sales profitability and the rise of electric vehicles, warranty processing is taking center stage. Jim shares insights on how the pendulum is swinging back to service as the majority profit driver in the automotive industry. He highlights the challenges and opportunities in the customer pay environment, with the rise of electric vehicles and the need for warranty revenue improvement. Jim also emphasizes the critical role of compliance and the impact of state franchise tax laws on warranty reimbursement rates. He introduces the concept of warranty claims processing automation and explains how it can streamline the entire claims submission process, improve efficiencies, and enhance the guest experience. 

Jim reveals that warranty is expected to be the most likely driver of revenue improvement going forward, with projected growth of nearly 20% through 2026. The increase in new vehicle sales and the higher warranty costs associated with electric vehicles contribute to this significant growth opportunity.

However, the traditional manual and inefficient warranty claims processing is becoming a challenge. Jim highlights the decline of W2 employees handling warranty at dealerships, with younger generations showing little interest in the role. Furthermore, OEM compliance requirements are becoming stricter, and state franchise tax laws are shifting, impacting warranty reimbursement rates.

To address these challenges, Jim emphasizes the need for technology-driven solutions. He introduces WarrCloud's warranty claims automation platform, explaining how it automates the entire claims submission process. This automation streamlines operations, saves time, and increases efficiency, allowing dealership personnel to focus more on enhancing the guest experience.

Why should you listen to this episode?

Jim Roche sheds light on the disruptive forces at play and highlights the immense growth opportunities available in the warranty sector. The discussion emphasizes the need for technology-driven solutions and showcases the transformative power of automation in streamlining operations and improving the guest experience.

Listen to the episode featuring Jim Roche 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, Jim Roche

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

Tim Hardin is the global senior Vice President of Epicor, a renowned name in the industry. 

Tim provides valuable insights into Epicor's 50-year journey, highlighting their extensive experience in market intelligence, manufacturing, distribution, and retail solutions. 

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What we discuss in this episode:

We discuss Epicor's long history and its role in providing market intelligence, manufacturing, distribution, and retail solutions for various verticals, with a focus on automotive. Tim explains how Epicor pioneered the digital transformation of parts catalogs in the '80s, enabling easier access to information for businesses. As vehicles age and the demand for servicing increases, Epicor is pivoting towards the franchise dealer space, driven by market demand.

Tim highlights the importance of information and data in servicing vehicles efficiently and ensuring parts availability. Epicor aims to have any part available for any vehicle within 30 minutes, using their electronic parts catalog and AI tools for preventative and predictive maintenance. By streamlining the process, dealers can focus on customer pay and enhance the customer experience.

With disruption in the supply chain, parts availability has become crucial. Epicor's extensive parts catalog and global supplier network enable dealers to identify gaps and optimize inventory. Tim emphasizes the need for dealers to invest in the broader market and leverage technology to simplify parts acquisition and improve profitability. As vehicles age and customers hold onto them longer, dealers can capitalize on the opportunity to own the customer experience beyond new vehicle sales.

Why should you listen to this episode?

• Discover how Epicor revolutionized the automotive industry by digitizing parts catalogs in the '80s, making information more accessible and improving operational efficiency.
• Learn how Epicor's extensive data and AI tools enable dealers to optimize parts availability and streamline servicing processes.
• Understand the current market trends, such as customers holding onto their vehicles longer and the impact on dealership fixed operations.
• Gain insights into the benefits of investing in the broader market and leveraging technology to enhance the customer experience and drive profitability.
• Find out how Epicor's solutions can help dealers navigate supply chain disruptions, improve parts acquisition, and maintain customer loyalty.

Tim Hardin's extensive knowledge and industry insights will intrigue listeners as they explore the challenges and opportunities dealers face in an ever-changing market. The discussion around leveraging technology, data, and customer-centric approaches will leave you eager to learn how Epicor's solutions can revolutionize your dealership. 

Listen to the episode featuring Tim Hardin 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, Tim Hardin

Connect with Ted Ings and the Fixed Ops Roundtable:

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

In this episode Ted Ings welcomes panelists Ed Roberts, Mark Mickens, and Kara Delaine to discuss the paradigm shift in automotive servicing and the rise of mobile service trucks. Discover how convenience and customer-centricity are driving the industry forward, and why dealerships must adapt to meet customers on their terms. 

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Ed Roberts shares his perspective on the growing customer desire for convenience. He emphasizes the importance of shifting the mindset from "I can't" to "I can" in order to provide customers with the convenience they seek. By increasing shop capacity, reducing loan car fleets, and embracing mobile service, dealerships can cater to customer preferences and prepare for the future, including the rise of electric vehicles (EVs).

Mark Mickens chimes in, highlighting the impact of the pandemic on customer thinking. He mentions how independent repair companies are already capitalizing on the trend and providing services directly to customers at their homes. Mark shares an interesting anecdote about his neighbor, who owns three Teslas and has never visited a dealership for servicing. Instead, a mobile service team comes to his home, reinforcing the growing shift towards convenience and mobile solutions.

Ed explains the importance of preparing for the influx of EVs on the market and capturing 100% of the service business. He emphasizes the need for dealerships to adapt and offer mobile tire truck services, as EV owners are accustomed to having their vehicles serviced at their location. By doing so, dealerships can outshine the aftermarket competition that is ill-equipped to handle EV servicing.

Episode Highlights:

Missed Appointments and the Need for Convenience: We highlight the value of reaching out to customers who miss appointments and offering mobile service as an alternative. 

The Loyalty of Mobile Service Customers: Once customers experience the ease and efficiency of mobile service, they won't want to go back. The convenience and speed of mobile service foster customer loyalty, making it a game-changer for dealerships. 

Connected Services: Predictive Diagnosis and Customer Experience: Connected vehicle data allows dealerships to proactively reach out to customers regarding vehicle issues. The ability to analyze the data and offer solutions, such as dispatching a mobile service truck to diagnose and resolve the problem, significantly enhances the customer experience.

Convenience as a Closing Process and Differentiator: The need for dealerships to communicate the convenience and added value of mobile service during the sales process. By highlighting the time-saving and customer-centric aspects, dealerships can set themselves apart from competitors.

Listen to the episode featuring Ed Roberts, Mark Mickens, and Kara Delaine 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, Mark Mickens, and Kara Delaine.

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

1. Insight into the Life of a Technician: Discover the day-to-day experiences of a skilled technician and gain a deeper understanding of the challenges they face and the rewards they enjoy.
2. Breaking Barriers: Learn about Sarah's journey as a woman in a male-dominated industry, the support she has received, and the opportunities available for women in automotive.
3. Unveiling the Unexpected: Delve into fascinating stories of unusual vehicle issues and how Sarah and her team tackled them, showcasing the intriguing aspects of automotive diagnostics.
4. Navigating the Future: Gain valuable insights into the shift towards electric vehicles and the evolving role of technicians in an increasingly electronic-focused industry.
5. Words of Encouragement: Sarah's advice for aspiring technicians, especially women, will inspire listeners to overcome obstacles, embrace their passion, and pursue fulfilling careers in the automotive field.

1. Register for the next Fixed Ops Roun