Fixed Ops Roundtable

What if one simple decision in your service drive could boost customer retention by nearly a third?

That’s not a theory, that’s real data. And in this episode of the Fixed Ops Roundtable, I sit down with longtime friend of the show and industry heavyweight Rob Leary from BG Products to unpack a study that honestly stopped me in my tracks.

We’re talking real VIN-level data. Real dealerships. Real results. And insights every fixed ops leader needs to hear as they plan for the road ahead.

Rob breaks down the BG Service Retention Study, and more importantly, what it actually means for dealers today, not in a spreadsheet, but in the real world of service lanes, advisors, and customers who may or may not come back.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why BG analyzed data from 263 dealerships across virtually every OEM, and what stunned them when they saw the results
• How customers who purchased BG services showed 29–32% higher retention than those who didn’t
• The role digital menus, advisor consistency, and BG’s Lifetime Protection Plan play in keeping customers loyal
• How BG’s Hyper BI reporting tool is helping dealers uncover hundreds of thousands of dollars in parts and labor lift
• Why retention, not conquest, is the real profit multiplier (and what OEM and McKinsey data proves about it)
• How dealers should be thinking right now as they build their 2026 fixed ops strategy

This episode isn’t a sales pitch. It’s a data-backed conversation about why customers come back, what keeps them engaged, and how service departments can stop guessing and start executing with confidence.

If you care about retention, profitability, and making smarter decisions backed by real numbers, this episode is for you.

Listen to the episode featuring Rob Leary 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, Rob Leary

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

What if one of the easiest ways to protect your dealership’s future profit is something you’re already entitled to, but probably underutilizing?

In this episode, I’m joined by my co-host Sarah Vantine and industry veteran Robert Wooden for a conversation that every fixed ops leader needs to hear, especially as we look ahead to 2026.

Robert has spent nearly three decades living and breathing fixed operations, and in this episode, he pulls back the curtain on warranty uplift, why it matters more now than ever, why so many dealers leave money on the table, and how the landscape is shifting as vehicles become more complex, more electric, and more expensive to repair.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why warranty reimbursement isn’t just about dealer profit—but about people, pay plans, training, and retention
• The biggest mistakes dealers make when they try to handle warranty uplift internally
• How EVs and hybrid vehicles are changing the rules around labor, parts, and manufacturer pushback
• What happens when a manufacturer pushes back—and why experience matters in those moments
• Why warranty uplift is one of the lowest-hanging profit opportunities heading into 2026
• How dealers can evaluate their opportunity with zero upfront risk

This is one of those conversations that feels practical, real, and immediately actionable. Just hard-earned insight from someone who’s been in the trenches, made the mistakes, fought the battles, and figured out how to win, without burning bridges.

If you’re a fixed ops manager, service director, or GM who’s staring down this year’s forecast and wondering where the profit is going to come from… this episode might just change how you think about warranty forever.

Listen to the episode featuring Robert Wooden 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, Robert Wooden

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

What happens when car prices hit record highs, consumers feel the squeeze, and dealers are forced to play a smarter game, not a harder one?

In this episode of The Fixed Ops Roundtable, Sarah Vantine sits down with Steve Greenfield, General Partner at Automotive Ventures, for a wide-ranging conversation about where automotive retail is really headed, and why fixed operations may be the most important lever dealers have right now.

Steve brings a rare vantage point to the table. With nearly 50 early-stage investments across dealer-facing technology, he sees the future before most of us ever feel it. And in this conversation, he doesn’t hold back.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why dealers can’t control the economy, but they can control fixed ops
• How rising vehicle prices, negative equity, and interest rates are reshaping consumer behavior
• The first real wave of AI hitting fixed operations (and why it’s starting with phone calls)
• How smarter scheduling, service videos, and automation are transforming the customer experience
• What dealers can learn from companies like BusyCar, MoreCloud, and TruVideo
• Why global pressure—especially from China’s automotive market—will change repair costs, loyalty, and profitability
• The evolving role of the technician and why this might actually attract the next generation
• How dealers should think about vendor selection without getting overwhelmed at events like NADA

This episode is packed with practical insights, real examples, and forward-looking ideas that matter right now, especially if you’re trying to future-proof your service department while everyone else is still chasing the front end.

If you’re a dealer, operator, or industry leader wondering where to focus next, this is one of those conversations that helps you see the board more clearly.

Listen to the episode featuring Steve Greenfield 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, Steve Greenfield

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

What if the biggest risk to your dealership isn’t what you don’t know… but what you’ve gotten used to overlooking?

In this episode of the Fixed Ops Roundtable, Sarah Vantine and I sit down with our good friend Paul Elliott from Insurance Office of America (IOA), and let me tell you, this conversation goes way beyond “insurance talk.”

Paul pulls back the curtain on what risk actually looks like inside today’s dealership. From mobile service fleets operating in customer driveways, to technicians recording MPI videos on their phones, to employees lifting tires the same way they’ve always done it (until one day, they can’t)—this episode is a wake-up call in the best possible way.

And here’s the thing: none of this is about fear. It’s about awareness, protection, and leadership in a business that’s changing faster than most of us want to admit.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why insurance shouldn’t be a once-a-year renewal conversation—and what happens when it is
• How evolving customer expectations (mobile service, off-site work, digital inspections) create brand-new exposures for dealers
• The real role of risk management: protecting people first, profits second
• How technology (yes, even AI) is being used to prevent injuries—not punish people
• Why the best dealer-broker relationships look more like partnerships than transactions
• And Paul’s refreshingly honest take on compliance, consulting, and doing business the right way

This episode isn’t about selling you a policy.

It’s about helping you sleep better at night, knowing your people, your customers, and your assets are protected as your operation grows and evolves.

If you’re a dealer, GM, fixed ops leader, or department head trying to future-proof your business heading into 2026—this is one of those episodes you don’t half-listen to.

Hit play. Take notes. And ask yourself one simple question along the way:

“Are we truly protected… or just hoping nothing goes wrong?”

Listen to the episode featuring Paul Elliott 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, Paul Elliott

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

What if the biggest opportunity in your fixed ops department isn’t working harder… but seeing clearer?

In this episode of the Fixed Ops Roundtable, I’m joined by Pete Carusone, President & CEO of VisionAST, and Ed Roberts, COO of Bozard Ford Lincoln, for a real, no-nonsense conversation about why how we look at our numbers matters just as much as what we’re measuring.

We dig into a hard truth many dealers don’t want to admit: most of us are still managing fixed operations in the rearview mirror. Monthly reports. Lagging indicators. Emotional decisions. And then wondering why nothing changes.

This conversation challenges that thinking.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why real-time metrics beat monthly scorecards every single time
• How to avoid analysis paralysis by focusing on just 3–5 numbers that actually move the needle
• The danger of running your department on emotion instead of data
• How visual dashboards can become powerful coaching and training tools
• Why “keeping score” fuels healthy competition and better performance
• What mobile service profitability really looks like when you track it van by van
• And how data helps you stop justifying results… and start improving them

Ed shares practical, boots-on-the-ground insights from Bozard Ford Lincoln, including how his team uses data to create accountability, uncover opportunity, and make smarter decisions today—not next month or next year. Pete breaks down how dealers can simplify the chaos, align their teams, and build momentum by making the numbers visible, relevant, and actionable.

If you’re tired of reacting, guessing, or explaining away results—and you’re ready to lead your fixed ops department with clarity and confidence—this episode is for you.

Listen to the episode featuring Pete Carusone & 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, Pete Carusone & Ed Roberts

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

If you think video MPIs are “just another tool,” this episode might completely change how you see fixed ops.

In this episode, I sat down with Joe Shaker of TruVideo, alongside Sarah Vantine, and what unfolded was less about software… and more about human behavior. Trust. Transparency. Communication. The stuff we all talk about, but rarely execute at scale.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Joe isn’t just a vendor voice. He’s a dealer. And in classic Michael Cirillo–style truth-telling, this episode peels back the curtain on why video has quietly become table stakes in modern dealerships, and how the smartest operators are using it to drive real revenue, real retention, and real relationships.

What we get into on this episode:

• Why transparency without execution is just marketing fluff, and how video finally closes that gap
• The surprising stat that revealed dealers often aren’t even talking to the real decision-maker
• How fixing communication (not workflows) can unlock massive gains in CSI, labor dollars, and trust
• The role of AI-powered noise cancellation and sentiment analysis in solving problems before bad surveys and reviews happen
• How dealers are using video quality—not just video quantity—as their next fixed ops growth lever
• Practical, real-world strategies for getting technicians on board, including incentives that actually work
• Why video isn’t a “trend” anymore—it’s a language customers already speak

There are moments in this conversation where you can almost feel the lightbulb go on, especially when Joe explains how video doesn’t just build trust with customers, but also fixes broken trust inside the dealership itself. That alone is worth the listen.

If you’re planning for the year ahead, questioning profitability, or wondering how to protect and grow your fixed ops foundation in uncertain times, this episode gives you clarity, direction, and a playbook grounded in real dealer results.

Listen to the episode featuring Joe Shaker 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, Joe Shaker

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

What if the biggest growth opportunity in your dealership isn’t on the showroom floor… but already sitting in your service drive?

In this episode of the Fixed Ops Roundtable, I’m joined by Tej Soni, CEO of FrogData, alongside Sarah Vantine, for a conversation that quietly challenges how most dealers think about service, marketing, and growth.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We get into Fixed Ops Velocity, not as a buzzword, but as a very real shift in how dealers attract, convert, and retain service customers in today’s market. From post-warranty behavior to online search intent, this episode connects dots most stores don’t even realize are disconnected.

Tej shares how data is revealing blind spots in fixed ops marketing, why service departments are expected to perform without the same support as sales, and what happens when dealers stop guessing and start listening to what their data is actually telling them.

This isn’t a “do more marketing” conversation.

It’s a do the right things, at the right time, for the right customer conversation.

If you’re rethinking your plans for the year ahead, or you’ve felt that service should be doing more but couldn’t quite pinpoint how, this episode will get you thinking differently.

Listen to the episode featuring Tej Soni 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, Tej Soni

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

There are moments in this industry when you can almost see tomorrow walking toward you. This conversation, recorded at Northwood University’s International Auto Show and CAMS Industry Summit, is one of those moments.

Ted Ings and Sarah Vantine sit with two respected voices in automotive. Ed Roberts, Chief Operating Officer at Bozard Ford Lincoln, and Maureen Martin, Vice President at Dynatron Software. What makes this episode truly compelling is how both of them responded to a single shared experience. Being surrounded by hundreds of articulate, driven and highly engaged students who are already shaping what the future of automotive will become.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• A surprising insight from Maureen about the one characteristic that predicts long-term success in both business and life, and why most people resist it.
• Ed’s candid reflection on a moment at Northwood that shifted his understanding of what “raw talent” really looks like today.
• A subtle but powerful theme that emerged from the panels, a theme none of them expected, but all agreed could redefine how dealerships build teams in the coming years.
• A real-time example of leadership behavior from the students themselves that left all four of us rethinking how the industry traditionally identifies potential.
• And perhaps most interesting… what inspired two seasoned veterans to say they felt “rejuvenated” after decades in the business.

This episode is a reminder of why we love this business, who we do it for, and what’s possible when experience meets fresh perspective.

Listen to the episode featuring Ed Roberts and Maureen Martin 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 and Maureen Martin

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

What if the most important conversations in fixed ops are the ones happening outside the service bay? In this episode, recorded at the CAMS Industry Summit at Northwood University, we sit down with two industry voices who bring fresh clarity to where the business is headed: Curtis Gardner, Technician Extraordinaire, and David Reinicke, President of Automotive Warranty Network.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

This conversation opens a window into the technician experience, the realities of warranty work, and the rapid changes shaping the service department. Curtis shares what he discovered at Northwood and why the future for technicians may look different than most expect. David offers a straightforward look at the growing gaps in warranty processes and why documentation can make or break accuracy and pay. Together, they reveal how AI is beginning to influence diagnosis, communication, and workflow in ways that are already happening in today’s shops.

If you work in fixed ops or lead a team that depends on it, this episode gives you a thoughtful, honest look at the shifts coming your way and the opportunities they create.

Listen to the episode featuring Curtis Gardner & David Reinicke 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, Curtis Gardner & David Reinicke

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

What if the biggest threat to your dealership wasn’t the economy, the OEM, or even EV adoption… but the opportunities you’re not seeing yet?

Today on the Fixed Ops Roundtable, we’re coming to you from the CAMS Industry Summit at Northwood University with someone who never fails to shake the room. I’m sitting down with Brian Benstock of Paragon Honda, alongside the always brilliant Sarah Vantine, and Brian just finished delivering one of the most energizing keynotes of the entire summit.

This conversation will change the way you think about Fixed Ops, students entering the industry, and the future of service.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Brian breaks down the real story behind all the chaos in the world and why the data tells a very different, very encouraging truth about our business right now. We get into:

•  Why today’s market conditions are actually setting up the biggest Fixed Ops opportunity of the next decade
•  The real competitor dealerships are overlooking
•  How pickup and delivery became Paragon’s unfair advantage
•  The math that opened everyone’s eyes
•  The message he delivered to students worried about AI replacing them
•  A major new collaboration between Paragon and Northwood
• Leadership development, cross-pollination, and creating the industry’s next generation of leaders.

This episode is a front-row seat to how one of the industry’s most influential fixed ops leaders thinks about opportunity, innovation, and the future.

If you’ve been looking for a conversation that sparks new ideas, challenges your assumptions, and gives you a reason to get fired up about the next few years… this is the one to hit play on.

Listen to the episode featuring Brian Benstock 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 Benstock

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