Fixed Ops Roundtable

David Reinicke is the president of Automotive Warranty Network (AWN).

In this episode David discusses the crucial role of proper warranty claims administration in the automotive industry. As the leading authority in the field, David sheds light on the importance of efficient warranty processing, accurate documentation, and proactive auditing to help dealerships maximize their revenue while minimizing the risk of audits.

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What we discuss in this episode:

Ted and David delve into the significance of proper warranty claims administration, emphasizing the financial aspect of collecting and retaining the right amount of money. They discuss how dealership metrics, such as the percentage of claims accepted on the first attempt, claim submission time, and adherence to proper labor operations, impact a dealership's relationship with manufacturers and their overall performance evaluations.

The episode explores the increasing importance of warranty claims as a percentage of service revenue and the growing complexity of modern vehicles, which necessitates heightened attention to warranty processes. David highlights how manufacturers closely monitor dealerships' warranty claims, making audits a reality rather than a mere concern. He explains AWN's auditing services, which simulate manufacturer audits and help dealerships identify and rectify potential issues before official audits occur.

This episode offers invaluable insights into the often overlooked yet critical aspect of proper warranty claims administration in the automotive industry. By listening to this episode, you will discover:

1. The comprehensive services provided by AWN and how they streamline warranty claims administration.
2. The financial implications of accurate warranty processing and the impact on dealership metrics and manufacturer relationships.
3. The significance of proactive auditing in preparing dealerships for manufacturer audits and minimizing chargebacks.
4. The common pitfalls and mistakes that lead to chargebacks and how to avoid them.
5. The benefits of partnering with a trusted warranty claims administration company like AWN to ensure compliance and maximize revenue.

This episode offers a behind-the-scenes look at the intricate world of warranty claims administration and audits, showcasing the vital role it plays in the success of automotive dealerships. From uncovering the financial significance of accurate warranty processing to revealing the most common audit chargebacks, Ted and David provide valuable insights that will captivate listeners seeking to optimize their warranty operations. By understanding the importance of proper warranty claims administration and the potential risks involved, you will gain a fresh perspective on how to enhance efficiency, minimize audits, and maximize returns in your dealership.

Listen to the episode featuring David Reinicke 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, David Reinicke

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Sarah Vantine is the vice president of Sales at Quantum Five. Sarah’s passion is helping automotive dealers succeed by creating business development strategies that remove roadblocks, empower people, and elevate the customer’s experience.

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What we discuss in this episode:

Sarah talks about her positive outlook on being a woman in the automotive industry and the opportunities that are now available to women. She also shares her passion for putting people first and believes that if employees are happy and feel empowered, customers will be happy too. Having a culture that allows people to grow and explore different facets of themselves is important for personal development, which ultimately benefits the business. Sarah emphasizes that people are what make or break a business, and taking care of employees is a good business strategy.

According to Sarah, the largest demand or skillset in which dealership personnel are wanting or needing is clarity about their career journey. Sarah believes that people are hungering for a roadmap to help them understand where they can go in their career and how to get there. At Quantum Five, they are working on exciting projects to help people in the automotive industry find the clarity they need to succeed.

Sarah's positive outlook on women in the automotive industry and her passion for the "people first" approach make this episode an inspiring listen. She provides valuable insights into how to create a culture that benefits both employees and customers. By focusing on personal development and providing clarity about career paths, businesses in the automotive industry can create a positive and thriving workplace.

Listen to the episode featuring Sarah Vantine 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, Sarah Vantine

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

Kara Delaine is the Vice President at Ted Ings’ Fixed Ops Roundtable and a prominent figure in the automotive industry. She's an ambitious spirit who strives to remain authentic and transparent while broadening our society's knowledge about the automotive industry.

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What we discuss in this episode:

In this episode Kara Delaine shares how she stumbled upon the automotive industry by accident, which eventually led her to fall in love with it. The conversation turns to the topic of women in the industry, where Kara emphasizes that the automotive industry is not just for men, and how it's crucial to have a diverse range of perspectives. She credits her success to the people who believed in her and her passion for the industry.

Michael and Kara discuss the challenges of working in the automotive industry, especially as a woman, and how it can be an opportunity to rise above expectations. Kara shares her positive experiences with amazing mentors like Ted Ings and Eric Barbosa, who encouraged her to succeed in a predominantly male industry. Despite being aware of the negative narrative surrounding women in automotive, Kara believes that women are essential to the industry's growth and encourages listeners to focus on the opportunities in the industry rather than the negatives.

Throughout the conversation, Kara and Michael's passion for the automotive industry is palpable. They share insights into the industry and discuss how their experiences have shaped their views. The episode ends with Kara's advice to anyone interested in entering the automotive industry: be passionate, never stop learning, and always seek opportunities for growth.

Listen to the episode featuring 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, Kara Delaine.

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Shon Kingrey is the Vice President of Fixed Operations, Kayser Automotive Group. Shon is a well-known figure in the fixed ops community, and his focus has always been on employees and customers.

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What we discuss in this episode:

In this episode we discuss the recent changes in Shon's career and the industry as a whole. We explore the shift towards a focus on employee satisfaction and work-life balance, particularly for the new generation of workers who prioritize these aspects over money. Shon emphasizes the importance of providing tools and resources to make employees' jobs easier and to promote a positive work environment.

Shon talks about the group he works for and the importance they give to their employees. The three brothers who run the group have pictures of their 40 plus year employees on their walls. They allow their employees to go home at six o'clock so they can have dinner with their families. They prioritize their employees' personal lives, ensuring they have time for dinner with their families and maintaining a healthy work-life balance. Shon believes that it is important to focus on employees and their needs. He talks about the tools that can make their job easier and how they can contribute to the gross and net of the company.

Shon also talks about resistance in implementing change in an organization. Shon talks about how uncomfortable change can be and how resistance is a natural reaction when new ideas are brought to the table. He shares how he dealt with pushback and interesting conversations while implementing change. He emphasizes the importance of having buy-in from the top and getting everyone on board. Shon also talks about how he monitors status phone calls and how he has made the process more efficient.

In conclusion, Shon's insights on the industry and the changes he has made are a great learning opportunity for anyone in the fixed ops community. Prioritizing employee satisfaction and work-life balance, providing tools and resources to make their job easier, and having a process in place for implementing change are essential for success in this industry. By focusing on these areas, companies can attract and retain the best talent, promote a positive work environment, and achieve growth and success.

Listen to the episode featuring 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, Shon Kingrey

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

Jamie Farley is a podcast creator, producer, and editor of GetinHerLane podcas. Jamie has over 20 years of experience in the automotive industry and has spent most of her career in the field, allowing her to learn a lot about the industry.

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What we discuss in this episode:

Today’s conversation covers her journey in the automotive industry, from her college days to her current leadership role at Toyota. Jamie shares her journey of how she got interested in the automotive industry and what motivated her to pursue a leadership role. She also talks about the great opportunities that exist within the industry, including on the OEM side, dealership side, and vendor side and her purpose of spreading the word about them. 

The podcast also delves into diversity and inclusion in the automotive industry, a topic that Jamie has a podcast dedicated to. She shares her own experiences and how the conversation can be uncomfortable but is necessary. She believes that having a diverse workforce drives innovation and ultimately drives the culture.

Jamie started her podcast because she felt it was a great platform to have a conversation about diversity and inclusion. She believes that everyone collectively has so much to offer, and her podcast is a platform to share ideas, best practices, and to learn from one another. She hopes to inspire others through her podcast  providing a female voice in the automotive podcasting landscape.

Jamie Farley is a prominent voice in the automotive industry, and her podcast provides a platform for conversations on diversity and inclusion. She believes that having a diverse workforce is essential for driving innovation and culture. Her experiences and perspectives provide insights into the industry, and her podcast is a great resource for anyone interested in the automotive industry.

Listen to the episode featuring Jamie Farley 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, Jamie Farley!

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

Dennis McGinn is the founder and chief executive officer of Rapid Recon, the world’s standard in vehicle reconditioning and speed-to-sale inventory turn improvement, and the industry’s leading expert in time-to-line (T2L) reconditioning. Dennis shares insights into the importance of transparency and time to line in the auto retail industry.

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What we discuss in this episode:

Dennis explains how his company's team is empowered to take initiatives, which has helped them attract top talents in the industry. He discusses how transparency is becoming a significant factor for consumers who want to know as much as possible about the cars they are interested in buying. Transparency has evolved from being an internal measure to something that is now demanded by consumers, who are willing to pay premiums for used cars and want to know exactly what has been done to the car so they can make informed decisions.

Dennis emphasizes the need to measure and manage the time it takes to get a car ready for sale, as this impacts profitability. The focus on transparency is a natural evolution of the industry, driven by changing consumer demands. By embracing transparency and measuring the time it takes to get a car ready for sale, dealers can increase profitability and provide customers with the information they need to make informed decisions.

We also address the common skepticism of some dealers and managers who think they can manage without such tools, and offer advice on how to approach and learn from those who have successfully implemented reconditioning solutions. With margin compression becoming a reality, it is more important than ever to get the car on the market quickly.

Dennis emphasizes the importance of having the right leadership, tools, and people to succeed in this industry. With the automotive industry becoming increasingly competitive, transparency is more important than ever. Dealerships that prioritize transparency and focus on reducing time to line will have a competitive advantage in the industry.

Overall, this episode offers valuable insights into the challenges and opportunities of reconditioning in the auto retail industry and how technology and teamwork can make a significant difference in improving efficiency and profitability. This episode  with Dennis McGinn provides a useful perspective on the benefits of measuring and managing reconditioning time to line and the importance of learning from others' experiences to stay ahead in this competitive market.

Tune in to gain insights into the current state of the automotive retail industry and how transparency is shaping consumers' expectations and buying decisions. Visit rapidrecon.com to learn more about their reconditioning software solution.

Listen to the episode featuring Dennis McGinn 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, Dennis McGinn

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Owen Moon is the CEO of FIXED OPS DIGITAL,  Automotive’s Premier Service Marketing & Technology Company with corporate headquarters in Greenwood Village, Colorado. FIXED OPS DIGITAL provides franchise dealerships with an integrated online marketing solution to help promote and merchandise their fixed ops department on their website.

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What we discuss in this episode:

In this episode, we discuss strategies for increasing service and repair business for dealerships. With 55% of the business being retail, we explore ways to increase service and repair business, which will inherently increase parts sales. The collision repair sales amounted to 18.5 billion dollars in 2020 and are expected to reach 2 billion by 2028. We discuss ways to make collision centers stand out and to offer a standalone collision website to showcase the services offered, working with insurance companies and the guarantees provided.

Another important aspect of the business is recalls, and we discuss the lack of attention many dealerships give to them. We talk about how integrating a recall lookup widget onto dealership websites will make it easier for customers to check for recalls. We encourage dealerships to get the right information about recalls to their service BDC for outreach campaigns, giving them the opportunity to be proactive about customer satisfaction. We emphasize that integrating recalls into service appointments makes it easier for customers and builds relationships between the dealership and the customers. We explore the importance of focusing on the service and repair business to improve the overall profitability of the dealership.

Owen explains that dealerships wrote more than 271 million repair orders in 2021, exceeding $125 billion in total service and part sales. However, he believes that it's time to focus on other profit centers, and he intends to provide actionable advice to help service managers and fixed ops directors alike. He also discusses the evolving marketing and advertising industry and how it can help dealerships stay ahead of the game. Overall, this episode provides an insightful look into the automotive industry and what dealerships can do to thrive in 2023.

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:

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

Kirk Firmin is the Fixed Operations Director at Florence Toyota in Florence, South Carolina.

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What we discuss in this episode:

In this episode, Kirk Firmin talks about how they took their reconditioning process beyond the "good enough" phase by utilizing a connected reconditioning system that is part of their larger DMS perk. Before using this new process, they were using a digital reconditioning process, but communication between the different departments was lacking. With the new system, technicians can communicate directly with sales managers and parts people, and this integration with their DMS is critical to their success.

Kirk explains how their old digital reconditioning process was inadequate because it lacked instant communication between departments. Through this episode, we learn how important communication and integration are in the reconditioning process and how using a connected reconditioning system can help take the process to the next level.

The conversation delves into the importance of the integration of the DMS and the need for technicians to communicate directly with sales managers and parts personnel. Kirk explains how communication is critical in the reconditioning process, as losing even one car can be very expensive, especially in today's marketplace. 

Kirk Firmin talks about the importance of having a reconditioning management solution that can help achieve their turn rates and goals. In today's market, "good enough" is not enough, and you need to be faster on your turn rate to get cars back on the lot as fast as possible. 

To continue their success and stay ahead of the game, Florence Toyota looked for a reconditioning system that would not only speed their processes but would keep the whole dealership on track at all times. So the dealership decided to partner with ReconTRAC, a web-based software application that streamlines the vehicle reconditioning process. The ReconTRAC system has helped them communicate about the status of each vehicle during the reconditioning process to ensure they don't get lost or dropped, especially with the large volume of cars they handle.

Tune in to find out how the partnership has helped the dealership stay on track and successful.

Listen to the episode featuring Kirk Firmin 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, Kirk Firmin

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

John Clavadetscher, is the President and Chief Commercial Officer at Outsell. Outsell is a data and technology company whose automotive customer data and engagement platform listens, predicts and engages with customers at scale, delivering measurable improvements in sales, profitability, and customer loyalty.

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What we discuss in this episode:

In this episode John talks about the company's mission and how it is helping automotive dealers and organizations grow. 

John explains how outsell uses data to personalize communication with customers through various channels, such as direct mail, email, SMS, and social media. He emphasizes the importance of sending coordinated and consistent messages to avoid sending the wrong message and turning customers off. John also shares some of the impressive results that outsell has achieved, including increasing overall gross profit by 65% on a per person basis over a three-year period.

John discusses how outsell works with dealerships to understand their customer base, clean up their database, and optimize communication: helping their customers best listen, predict, and engage with their own customers at scale to deliver measurable and tangible ROI. John explains how Outsell's platform ingests various types of data to provide a 360 view of the customer, allowing the retailer to determine the right medium, message, and time to communicate with the customer. 

Overall, this episode offers valuable insights into how dealerships can leverage customer data to improve communication and drive measurable results. By personalizing communication and sending coordinated messages, dealerships can create a better customer experience and increase their bottom line. The episode is ideal for early adopters who want to know more about Outsell's data-driven approach to automotive customer engagement.

Listen to the episode featuring John Clavadetscher 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 Clavadetscher

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 we are joined by Earl "Sticks" Brown and Kelly Culliver from Radiant Ride Certified Dealer Network. Sticks and Kelly discuss Radiant Ride's unique service experience for car owners, creating a one-stop shop solution for cosmetic repairs and routine maintenance at dealerships. The company is working collaboratively with dealers, creating destination centers for customers to receive cosmetic reconditioning repairs, such as dents and dings, windshield chips, alloy wheel repair, leather rips, and tears, and paint touch-ups.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Sticks Brown and Kelly Culliver, discuss the latest industry updates, including the latest projects of Radiant Ride. Sticks shares how Radiant Ride is becoming more digitally integrated with various GM providers, more digitally connected to dealers and DMS providers, and more prepared for upcoming cybersecurity compliance requirements. They also talk about the launch of Radiant Ride's new program called Radiant Ride Certified Dealer Network, which is a unique service experience for car owners, which offers a one-stop-shop service experience for car owners, including cosmetic reconditioning repairs, and routine maintenance. 

Dealerships can now offer cosmetic reconditioning repairs and routine maintenance to their customers simultaneously, boosting retention, and promoting convenience. 

They share some fascinating statistics from their recent marketing campaign and how they are raising awareness of the benefits of maintaining the cosmetic appearance of cars through various platforms like television, print ads, LinkedIn, Google Ads, YouTube etc. Listeners can expect to learn how Radiant Ride is changing the game and creating destination centers for car owners to combine cosmetic repairs and routine maintenance in one place.

The episode is an excellent resource for those keenly interested in adopting Radiant Ride's unique service experience in the industry.

Listen to the episode featuring Earl "Sticks" Brown and Kelly Culliver 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, Earl "Sticks" Brown and Kelly Culliver

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