Fixed Ops Roundtable

In this episode we are joined by the pillars of the Fixed Ops Roundtable, Cesar Augustus, CEO of Dealer Scanning, Tully Williams, Fixed Operations Director at The Niello Company, and Ed Roberts, COO at Bozard Ford Lincoln to discuss dealer scanning in 2023.

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What we discuss in this episode:

In this episode we dive into the topic of dealer scanning in 2023. Our guest speakers today are all experienced dealers in scanning. The group discusses the importance of scanning and the benefits it brings to dealerships. We discuss the efficiency of having digital files that are accessible to everyone in the store, the security liability of paper filing, and the impact on technicians and service providers eliminating the need to waste time searching for misplaced or misfiled documents. The episode provides insights and advice on scanning documents for dealerships and the benefits of having digital files.

The conversation also touches on the security and compliance issues that come with the new digital world and how scanning can prevent dealerships from being fined thousands of dollars. As a no-brainer, scanning helps dealerships avoid the risks of paper filing, which is still prevalent in 40% of dealerships. Overall, the episode highlights the importance of scanning and how it improves the workflow for technicians, service providers, and dealerships.

Tune in to this episode to learn why scanning is essential and why dealerships must catch up with the times. This is an interesting and insightful episode that provides excellent solutions for any dealership looking to improve their file management system.

Listen to the episode featuring Cesar Augustus, Tully Williams, and Ed Roberts 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, Cesar Augustus, Tully Williams, and Ed Roberts

Connect with Ted Ings and the Fixed Ops Roundtable:

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2. Ted Ings on LinkedIn
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Jeffrey Bogaski is the Chief Revenue Officer at Affinitiv. Affinitiv is the leading provider of data-driven marketing and software solutions to the automotive market. He oversees multiple sales teams that include inside sales, outside sales, training teams, and sales specialists, and creates revenue-generating processes and optimize Affinitiv’s product growth strategy to improve business operations and the customer experience.

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What we discuss in this episode:

In this episode we discuss the importance of a great customer experience in automotive retail's fixed operations. Jeffrey talks about Affinitiv's customer data platform and how it pulls in data and uses it to send targeted and relevant communications that go throughout the customer's journey and life cycle. 

We highlight the importance of starting every decision with the customer and working backward to make the best choices.

Jeffrey Bogaski talks about Affinitiv's mission to create lifelong customers and relationships by providing multichannel communications and customizing communication preferences for each customer. He also shares his extensive background in the automotive industry and his passion for helping lead and grow fixed operations.

Jeffrey also talks about Affinitiv's CRM platform, which is powered by the old car research, and how they work towards the mission of next-generation customer experience. Affinitiv provides technology solutions for the timely need in retail automotive that focuses on the customer lifecycle.

Listen to the episode featuring Jeffrey Bogaski 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, Jeffrey Bogaski

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Ken Lohr is the director of Retail Warranty Reimbursement at Bellavia Blatt Dealer Law. In this episode he  joins us to discuss the importance of retail warranty claims in the automotive industry.

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What we discuss in this episode:

The automotive industry has been facing numerous challenges in recent years, including rising costs and inflationary forces. With the current state of the industry, it's more important than ever to make sure that dealerships are getting the best value for their money. This is where retail warranty reimbursement comes in.

As a dealership owner or fixed operations director, it's crucial to stay ahead of the game and prepare for the challenges that come your way. One of the ways to increase your dealership's gross profit is by filing for retail warranty reimbursement. The good news is that the fee for this process is usually paid by the manufacturer out of the additional gross you receive, so it's essentially "free money".

With changes in the industry and inflationary forces affecting the cost of labor, it's crucial for dealerships to take advantage of the opportunities they have to receive retail pricing for warranty claims. Ken takes us through the basics of how dealerships can establish their retail rates for parts and labor and collect the disparity between what the manufacturer is paying and what they charge their retail customers. However, Ken notes that the process is not as simple as it may seem and that various discounts and other factors can affect the outcome.

Ken emphasized the importance of preparation in this process. There are many factors that can affect the outcome, such as discounts given to customers, warranty-like repairs done at a discounted rate, and including certain items like brakes and batteries in the warranty. These factors must be accounted for and understood in order to mitigate any negative impact they may have on the outcome.

The bottom line is that retail warranty reimbursement is crucial for dealerships looking to maximize their profitability in an industry that is facing a number of challenges. With the help of firms like Bellavia Blatt, dealerships can make sure they're getting the best value for their money.

With the expertise of Ken and his firm, dealerships can be sure that they are properly prepared and receive the maximum amount for their warranty claims.

Listen to the episode featuring Ken Lohr 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, Ken Lohr

Connect with Ted Ings and the Fixed Ops Roundtable:

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

Our guests today are Ryan Maher, the founder and CEO and Mike Murray, the Chief Revenue Officer (CRO) at Bizzycar. Bizzycar is a revolutionary recall software platform built by dealers for dealers. With their combined experience in the auto industry, Ryan and Mike bring a unique perspective on the importance of warranty recalls in the industry.

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What we discuss in this episode:

If you're in the automotive industry, you know how important it is to keep up with open recalls and ensure the safety of vehicles on the road. Not only is this important for the consumers, but it's also crucial for OEMs to avoid costly fines. So, what if there was a solution that not only helps with the completion of open recalls but also benefits all parties involved, from consumers to dealerships to OEMs?

Warranty recalls are a crucial aspect of the auto industry and impact OEMs, dealers, and consumers alike. Bizzycar is a game-changer in this space, revolutionizing the process of warranty recalls and turning them into a profit center for dealers. With the digitization of the entire warranty recall space, this not only speeds up the recall process but also ensures that vehicles on the road are safer. But what makes Bizzycar truly unique is that it benefits all parties along the value chain. Dealerships, for example, are seeing an average ROI of $5,000 a month and can even increase their revenue with the upsells that come with Bizzycar.

For OEMs, Bizzycar offers more than just dollars and cents. It also measures ROI in terms of owner loyalty and engagement. OEMs are also able to measure the success of the recall process, as they can track the completion of recalls through the Bizzycar platform.

Mobile dealers also benefit from Bizzycar, as it guarantees dollars for warranty repairs and provides information on where the "guaranteed honeypots" are. The beauty of Bizzycar is that it not only provides information on open recalls but also helps mobile dealers find business opportunities at used car lots, auctions, and fleets.

Bizzycar is the future of auto recalls and customer satisfaction. It benefits all parties involved and provides a guaranteed ROI for dealerships.

Ryan and Mike share their incredible story of how they came up with the concept of Bizzycar and how they brought together a team of experts from Google, Facebook, and Uber to create an algorithm that makes finding warranty recalls easier and more efficient. Don't miss this episode where we learn more about Bizzycar and the exciting future of the auto industry.

Listen to the episode featuring Ryan Maher and Mike Murray 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, Ryan Maher and Mike Murray

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

Katie Mares is a master of creating memorable brand experiences and the author of CustomHER Experience. With her unique perspective as a brand expert, she understands the obstacles companies face in crafting a successful BX program that truly speaks to the female consumer. Her passion lies in helping organizations design sustainable programs that truly resonate with their female audience.

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What we discuss in this episode:

In today's world, customer experience has become an increasingly important factor in business success. It's not just about the purchase, but about the journey through the experience. The way a customer feels during the journey is crucial for their satisfaction and loyalty. However, when it comes to the automotive industry, there seems to be a significant gap between men and women in terms of trust.

Katie dives into the world of automotive sales and the vital role that the customer experience plays, especially when it comes to female consumers. Katie shares her own journey and her passion for making a change in the often male-dominated field of automotive sales. 

Katie has written this book to help bridge the gap between men and women in the industry and to help businesses understand the different journeys of men and women. The book is scientifically backed, so everyone can learn from it, regardless of their gender. The book takes a deep dive into the female perspective and aims to provide insights and recommendations on how dealerships can improve the customer experience for female consumers. 

One of the key takeaways from the book is the importance of creating a welcoming and inclusive environment for female customers. Katie believes that a dealership's culture, which is reflected in the employees it hires, is critical in shaping the customer experience. A female-friendly workplace culture is more likely to attract female customers, who want to see themselves reflected in the business.

Don't miss this insightful conversation on the importance of creating a welcoming and inclusive environment in dealerships, and the key differences between male and female consumers. Pre-order Katie's book now, available on Valentine's Day on Amazon and Barnes and Noble, and other retailors. 

Get ahead of the curve and understand the key differences in the customer experience from a woman's perspective. 

Listen to the episode featuring Katie Mares 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, Katie Mares

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

This week, we are joined by Anthony Giagnacovo, CEO of CallRevu, and Jack Holcomb as they discuss the current state of phone processes within the retail dealership environment. 

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What we discuss in this episode:

In the automotive industry, quick service is a crucial component in customer retention and satisfaction. With a high volume of calls and appointments, effective communication is a major factor in the success of quick service operations. Jack, a seasoned professional in the industry, emphasizes that communication is not just the number one priority, but the only priority.

One of the major pain points in the industry is the lack of communication between customers and service advisors. Customers have reported that they have trouble getting in touch with someone and receiving updates on the status of their vehicle. This can result in frustration and an overall negative experience.

As Anthony points out, phones have become the quintessential instrument for customers to contact dealerships, with nearly 96% of sales being driven from phone calls. The service departments are struggling to keep up with the increased demand for communication and information

Jack shares his perspective on the importance of accurate data in the phone operations. He emphasizes the need for clean data and the importance of making sure the data is actionable and useful. He also highlights the need to focus on the fundamentals of phone operations, such as answering the phones, connecting customers to the right person, and tracking the volume and frequency of calls.

Jack shares his personal experience of improving communication in his own dealership by investing in the right technology and people. He also emphasizes the need for dealers to be proactive and implement solutions that drive efficiency, effectiveness, and value.He found that both employees and customers were suffering in this transaction. To fix this, he analyzed the data and found that the first step was to get the phones answered. Then, they worked on connecting customers to the right person, and finally, they trained their operators to act more like BDC people and answer the voicemails.

The phone is a critical aspect of fixed operations and service, and it's crucial to understand its importance and work towards improving our internal phone processes. With clean data, a focus on the fundamentals, and proper training, dealerships can improve their customer experience and drive better results.

Listen to the episode featuring Anthony Giagnacovo and Jack Holcomb 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, Anthony Giagnacovo and Jack Holcomb

Connect with Ted Ings and the Fixed Ops Roundtable:

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

The world is changing faster than ever before, and it's important for businesses to be able to adapt and evolve quickly in order to stay competitive. One key area where this is especially true is in the realm of digital transformation and technological innovation. Over the next three to five years, there will be a compounding of changes to the current retail business model. Changing customer expectations, new technology, and a changing competitive landscape are the main drivers of this change. Stephan Woessner from Blue Oceans Global Consulting, Brian Kramer from Cars.com and Ed Roberts, COO of Bozard Ford-Lincoln, discuss the opportunities and challenges that the car business will face in the next few years.

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What we discuss in this episode:

Stephan believes that the biggest challenges and opportunities for dealers in the next three to five years will be the increasing demand for convenience, economy, vehicle power sources, vehicle production, subscription services, autonomous vehicles, and the connected car vehicle service. He also believes that the speed at which these changes will happen will be faster than anything seen before.

Brian Kramer believes that growing the road count and technician base is a major opportunity for dealers in the next three to five years. He also believes that a strong service acquisition process is necessary to solve the problem of not having enough used car inventory. Additionally, he believes that a digital transformation strategy that involves culture, people change, process change, and total digital transformation in all aspects of the business is necessary. 

Ed Roberts agrees with Brian and adds that developing people, training them and retaining them is a major opportunity for dealers. He also challenges his employees to think about what they would do if they were to leave the company and go to work somewhere else, in order to ensure that they are always trying to improve and stay ahead of the competition.

The industry must adapt to changing customer expectations, new technology, and a changing competitive landscape in order to stay ahead of the game. Developing and retaining a skilled workforce, implementing a strong service acquisition process, and embracing digital transformation are some of the ways that dealers can take advantage of these opportunities and overcome these challenges.

Overall, the key to success in the current business environment is to embrace the acceleration of change and be willing to take risks and try new things. By keeping the customer's needs at the forefront and working to streamline processes and improve efficiency, businesses can stay competitive and thrive in the digital age.

Listen to the episode featuring our guests 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, Brian Kramer, Ed Roberts, Stephan Woessner

Connect with Ted Ings and the Fixed Ops Roundtable:

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

This week, we are joined by Doug Eroh, President of Penske Motor Group and President and General Manager of Longo Toyota, the number one volume Toyota dealer in the world. Since 1967, Doug has been overseeing the day-to-day operations at Longo, including sales, fixed operations, marketing, guest service, and training. Also joining us is Ed Roberts, the Chief Operations Officer at Bozard Ford-Lincoln, a family-owned and operated dealership in St. Augustine since 1949.

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What we discuss in this episode:

Doug and Ed share their experiences and strategies for success in the industry, including the importance of being involved in the community and providing a clear path for employees to advance in their careers. They also discuss the importance of creating a culture that values the guests and team members and the role of competition in driving innovation and improvement.

Doug and Ed also share their thoughts on the current challenges facing the industry, such as supply chain issues and the impact of Covid-19. They also talk about the importance of staying committed to being the best in the business and always looking for ways to improve and innovate.

One key takeaway from the conversation was the importance of remaining flexible and adaptable in the face of change. With the increasing prevalence of electric vehicles and other new technologies, dealers need to be prepared to adapt their operations to stay competitive.

Another important point emphasized by both Doug and Ed was the importance of building strong relationships with customers. As trusted advisors in their local communities, dealers have the opportunity to build long-term relationships with customers and provide them with valuable services and resources.

In addition to focusing on the present, Doug and Ed also stressed the importance of planning for the future. This includes building new service facilities that are equipped to handle the latest technologies and powertrains, as well as looking for new opportunities to grow and expand.

As we look towards 2023, it's important for dealers to remain flexible and adaptable to changing conditions. This may include challenges related to the economy and inflation, as well as changes in the supply chain.

Overall, the episode provided valuable insights and inspiration for dealers looking to stay ahead in the ever-changing automotive industry. With the right mindset and strategies, dealers can thrive in the years to come and become a valuable resource for their customers and communities.

Listen in as Doug and Ed share their experiences, insights and the challenges facing the industry today. Tune in for a great conversation and a wealth of knowledge from these industry experts.

Listen to the episode featuring Doug Eroh and Ed Roberts 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, Doug Eroh and Ed Roberts

Connect with Ted Ings and the Fixed Ops Roundtable:

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

John Malishenko, the Chief Operating Officer of Germain Motor Company. Germain has been in business for over 75 years, representing 20 iconic manufacturers and operating 19 dealerships across Ohio, Florida, and Michigan. John has spent his entire career in the automotive industry, and his mission at Germain is to attract, develop, and retain exceptional people, in order to deliver an outstanding experience that creates loyalty beyond reason.

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What we discuss in this episode:

In the world of automotive, the Germain Motor Company has been making a name for itself. The company is dedicated to attracting, developing, and retaining exceptional people to deliver an outstanding experience to customers. According to John, the key to Germain's success is its culture, which is built on the core values of gratitude, enthusiasm, respect, mastery, accountability, and integrity. These values are what drive the company's mission to create loyalty beyond reason, one customer at a time.

In the past 30 years, John has seen the company grow and evolve, but one thing has remained constant: the team's ability to adapt to the changing landscape. John attributes this to the relationships and trust that have been built over the years. He believes that the longer the team stays together, the easier it becomes to do business. This is because team members know how each other operates, what they need from one another, and can be candid with one another without hurting feelings. He emphasizes the importance of being intentional about culture and creating a long-term plan for it. He also notes that ultimately, customer loyalty is driven by employee loyalty, and that creating a positive culture is not only the right thing to do, but also the most profitable in the long run.

But what makes Germain's culture truly exceptional? According to John, Germaine Motor Company's success can be attributed to its focus on relationships, trust, and adaptability which has helped it thrive in the ever-changing landscape of the automotive industry. And with John Malishenko at the helm, the company will continue to be a leader in the industry for years to come.

Building a strong culture within a dealership is crucial for customer loyalty and overall success. By focusing on the needs and wants of employees, providing opportunities for growth and continuous learning, and making relationships a priority, dealerships can create a culture that attracts and retains top talent.

Listen to the episode featuring John Malishenko 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 Malishenko

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 for PartsEdge, a powerful tool to maximize the potential of parts managers through technology and a touch of consulting. Through her 7 ebooks, Kaylee is helping parts managers with the key areas that they should focus on to be more profitable and to increase their level of service to customers.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Kaylee is here to discuss the trend of obsolescence in the parts and service industry, which is responsible for a significant portion of dealership gross profits. Kaylee believes that investing in tools, ongoing education, and a proactive mindset can help parts managers succeed in this competitive field.  We will also be discussing the importance of viewing the parts department as its own business and the potential for growth in the online sales sector. 

Obsolescence refers to vehicle parts with no sales or receipts in a seven to twelve month period, which have a 95% chance of remaining unsold. To manage obsolescence, it is important to track these parts and forecast their potential impact on your inventory. A good way to do this is by calculating the average amount of parts that will move into the obsolescence category over a six month period. It is also important to find a balance between a healthy level of obsolescence and ensuring that your team has the tools and data they need to be proactive in managing inventory and making better decisions. At Parts Edge, they help dealers understand obsolescence and improve their processes for managing it, working closely with parts managers to produce a healthier inventory and increase sales. Another key factor in avoiding obsolescence is staying up to date with industry trends and technologies, such as online sales platforms, to ensure that you are able to meet the needs of your customers. By following these strategies, you can improve the performance and profitability of your parts and service department. Tune in for valuable insights on how to level up your game in the world of fixed operations.

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

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