Liza Borches is the President and CEO of the Carter Myers Automotive Group, a 98 year older dealer group, and fourth generation dealer. What originally started in 1924 as a saw mill company, they began producing their own trucks called the "Samson Truck" which eventually led them to owing a Ford dealership.

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In this episode, Ted Ings and Liza Borches discuss:

• Liza shares that a strong foundation of values has helped keep their dealer group in business after 98 years, but there are other contributing factors as well. For example, over the years there has only ever been one family member from each generation who has been involved in the company and who has led the company. When you look at family business in the automotive industry, they tend to hire several family members (a brother, sister, uncle, aunt, etc.) which means they are a family run business versus a business run by a family member.
• With several family members in the business, there are often multiple different opinions on how things should be run which can lead to diluting the focus and purpose for growth.
• A single point dealership will not exist in the future. People who dream of owning a dealership can join the CMA organization and be general managers with an ownership stake.
• ESOP - everyone at CMA is an owner which creates longevity and loyalty. They began profit sharing back in 1949. By 1979 it was an employee stock sharing plan.
• If we think of ourselves as a transportation hub versus a dealership, fixed ops is going to be a very important part of the operation.
• When it comes to customer retention, it's more important to have loyal and engaged employees.
• Sure it is important to focus on the big things like having the right product and the right marketing, but it's crucial to have the little things dialed in. For example, how well your employees can follow a process to delight the customer.
• Listen carefully as Liza shares real examples of how her team is providing a better customer experience by focusing on the big and little things aligned.

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Thanks, Liza Borches!

If you enjoyed this episode featuring Liza Borches, be sure to click the link below to say thanks!

• Click here to thank Liza Borhces on LinkedIn

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

Chuck Kramer is the Chief Operating Officer at Foundation Automotive, a rapidly growing automotive group in the United States and Canada. One key element of their success as a dealer group is the fact that they consider people as the most valuable asset.

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In this episode, Ted Ings and Chuck Kramer discuss:

• Chuck has been in business for over 37 years and suggests that in order to remain relevant it's important to be open to change.
• The more information dealerships can provide, they are helping change the public's perception of the industry.
• Foundation Automotive has embraced the use of social media to help share their story and connect with the communities in which they operate in a more impactful way.
• Partnership is at the heart of Foundation's growing operation.
• You must have employee satisfaction first before being able to provide an exceptional customer experience.
• Chuck does not run his stores, they guide their stores. Mentorship is a key element in growing the business.
• When Chuck looks to purchase a new store, he considers the employees as the most valuable asset.
• Dealers need to pay attention to shop efficiencies. Yes, ROs are important, but when you pay closer attention to the customer experience and how to deliver a more efficient buying process (in Fixed and Variable), it's much easier to scale the business.
• Foundation Automotive's mantra is "People First, Always."

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button!

Thanks, Chuck Kramer!

If you enjoyed this episode featuring Chuck Kramer, be sure to click the link below to say thanks!

• Click here to thank Chuck Kramer on LinkedIn

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

David Boyle is the President and CEO of TraXtion (formerly Tire Profiles). In this episode of Fixed Ops Roundtable, which originally aired as part of the Pay It Forward live event, David joins Ted Ings to share his best advice about the importance of dealership service bay utilization and its impact on dealership revenue. 

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In this episode, Ted Ings and David Boyle discuss:

• If you asked any dealer if they'd be open to generating an extra $30,000 - $60,000 in gross revenue, we all know the answer would be "YES!"
• Dealership service departments are one of the best ways to generate more predictable revenue for a dealership and, when utilized efficiently, can produce more revenue for the store.
• That 10x20 square in the service bay is revenue producing real-estate that more dealers need to pay attention to.
• It's important to understand to also understand productivity and efficiency. When there is a problem with service bay utilization, you need to know where to look. Is it a sales issue or an efficiency issue.
• If one service bay has 32 billable hours, it would have an 82% utilization. If workflows and efficiency are sub-par, the efficiency of that bay and its ability to scale revenue diminish greatly.
• It's not just about the hours, it's actually about the money. We don't deposit hours in the bank, but hours do create money. Utilizing those hours across dealerships are not equal.
• There is one bay at the dealership that David refers to the "holy grail" of bays: The alignment bay.
• If you look at the effectiveness of the alignment bay in terms of hours and dollars and dollars produced, it is potential the highest producing bay in the dealership. It typically comes with technically efficiency, so when you're looking at how much that bay can produce, it can produce more in an 8 hour period than other bays.
• Average alignment bays can generate $150 per hour. Imagine if stores had more alignment bays and utilized them fully!
• The weakness of the alignment bay is that it often goes under-utilized at the dealership level.
• Dealerships need to focus on having a process to capture all of the opportunity.
• Challenge: Walk out to your service bay right now. If there is NOT a car on your rack, you have lots of opportunity. Start developing a process now to fill that rack and keep it filled. 

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button! 

Thanks, David Boyle!

If you enjoyed this episode featuring David Boyle, be sure to click the link below to say thanks!

• Click here to thank David Boyle on LinkedIn 

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

Les Silver is the Executive Chairman of Dynatron Software and has been transforming the retail automotive industry for many years. This episode of the Fixed Ops Roundtable podcast is taken from Les Silver's presentation in which he shares his 6-pack for success.

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In this episode, Ted Ings and Les Silver discuss:

• Over the course of Les' career, he's been fortunate enough to learn valuable life lessons from people he has met.
• Each lesson learned contributes to the six-pack of success.
• Les shares the story of his first boss, Al Wiley, a dealer principal in Winnipeg, Canada. Al was a character who got his start in athletics and played Football for the CFL Winnipeg Blue Bombers. He was an all-star, and Grey Cup winning line-backer who was able to achieve that level of success with a handicap of partial blindness.
• In an effort to expand his dealership business, Al ended up going broke. However, by maintaining a positive attitude, he was able to get back on his feet and continue to purchase more dealerships.
• Maintaining a positive attitude is the core to achieving ones definition of success.
• It's just as easy to think big as it is to think small. That lesson is valuable in learning to attempt things beyond ones limiting beliefs.
• What are the risks of thinking and pursuing big?
• The pool of big thinkers is smaller than the pool of small thinkers. That means you'll have less competition.
• Les Silver shares the 7 times rule. People don't really understand what you're trying to teach them until you've explained it 7 times. Consider the impact the 7x rule can have at your dealership as you seek to evolve your process, train your people and build a culture fit for long-term success.
• Listen to the full episode featuring Les Silver for even more valuable insights! 

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts, and don't forget to click the subscribe button!

Thanks, Les Silver!

If you enjoyed this episode featuring Les Silver, be sure to click the link below to say thanks!

• Click here to thank Les Silver on LinkedIn 

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

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Steven Apicella.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Kevin Winter.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features John Fitzpatrick.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Andrew Wright.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

This presentation originally aired as part of The Fixed Ops Roundtable® - Pay It Forward Virtual Events in November of 2021, and this episode features Joe St. John.

The F.O.R. - Cast is sponsored by BG products. Be good to your customers with BG!

In this episode, Ted welcomes John Traver of Traver Connect. John unpacks how the famous Triangle Offense of the Chicago Bulls can be replicated in Fixed Ops to help you find success! This episode originally aired at The Fixed Ops Roundtable® Pay it Forward event in November 2021.

The F.O.R - Cast is sponsored by BG Products. Be good to your customers with BG.