Fixed Ops Roundtable

In this episode my guests are Ashleigh Norton, VP of Marketing at Blink AI, and Ken Mauldin, Director, Platform Fixed Operations at Snell Motor Companies. Katrina and I sat down with them inside Snell’s stunning Dallas facility to talk about something every dealership wrestles with: how to keep operations efficient without burning out your people or frustrating customers.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We dig into why the right integrations aren’t just about saving time—they affect everything from advisor morale to customer satisfaction. Ken shares what he looks for in a tech partner (and what he’ll never tolerate), while Ashleigh pulls back the curtain on how AI is already changing the service drive in ways that reduce the busywork and free people up to do their best work.

You’ll hear practical examples of how small steps with AI can take pressure off your BDC, how the wrong systems can quietly eat away at efficiency, and why choosing the right partner matters more than chasing the newest tool.

If you’ve been curious about where AI really fits in fixed ops—or you’re tired of hearing the hype without the reality—this episode will give you grounded insights from the people who are living it every day.

Listen to the episode featuring Ashleigh Norton & Ken Mauldin  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, Ashleigh Norton & Ken Mauldin

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

In this episode my guest is Mickey Quinn, President of Vanguard Dealer Services, joining Sarah Vantine and me at Uber’s headquarters in New York City.

Mickey has spent more than 35 years in the F&I space, and he brings a perspective that challenges the way many dealers think about customer loyalty. We talk about how authenticity, sincerity, and empathy can completely change the way customers experience the F&I office, and why those qualities matter more today than ever.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why the F&I department is where customer retention really begins.
• How training and education can transform business managers from “paint-by-numbers” into trusted advisors.
• The overlooked role of service contracts in keeping customers coming back to your store.
• And what Mickey calls the “real war” for control of the customer—OEMs vs. franchise dealers.

Mickey doesn’t hold back. From repeat and referral strategies to the future of dealer services, he gives us a candid look at what it takes to win with today’s customers.

If you want practical ideas on how F&I, service, and sales can work together to strengthen repeat and referral business, this episode is worth your time.

Listen to the episode featuring Mickey Quinn 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, Mickey Quinn

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 future of your dealership didn’t just rely on humans or AI, but the two working together in ways we’ve never seen before?

In this episode my co-host Sarah Vantine and I sit down at Uber’s World Headquarters in New York City with Tim Mullins, Chief Market Transformation Officer at Capital One. Together, we explore how technology is rewriting the customer experience in dealerships without losing the human touch that matters most.

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What we discuss in this episode:

• Why AI is moving past simple prompts to a system that thinks and responds like a human.
• How Capital One’s Chat Concierge is already giving dealers an edge by remembering context and carrying conversations forward.
• What this means for the future of customer experience, from online research to walking into the showroom.
• Why the best strategy isn’t replacing people, but empowering them with AI tools that make every interaction smoother, faster, and more human.

Tim doesn’t sugarcoat it, dealers who lean into AI today are setting themselves up to win tomorrow. And for those still on the fence, this conversation makes it clear why waiting could mean getting left behind.

If you’ve ever wondered where AI is really taking the industry and how it ties directly into your dealership’s future, this is the episode you don’t want to miss.

Listen to the episode featuring Tim Mullins 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 Mullins

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

In this episode, my guest is Christie Wilson from Uber for Business, and we sat down together at Uber’s headquarters in New York City to talk about how Uber is reshaping customer transportation in automotive.

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What we discuss in this episode:

• Why “courtesy rides” are no longer just about shuttles or costly loaner fleets
• How Uber for Business is helping dealerships cut costs while actually improving customer satisfaction
• The hidden expenses of shuttles that nobody really talks about (and how dealerships can free themselves from them)
• A behind-the-scenes look at new integrations and tools Uber is rolling out for the auto industry

Christie shares what’s working, what dealerships are getting wrong, and why customers ultimately care more about speed and convenience than whether they’re put in a shuttle or given a loaner.

If you’ve ever wondered how to simplify fixed ops logistics while creating a smoother customer experience, this is a conversation you’ll want to lean into.

Listen to the episode featuring Christie Wilson 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, Christie Wilson

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

In this episode, I’m joined by Christopher Walsh, President and Acting CEO at Reynolds and Reynolds — a man who’s spent 38 years inside the walls of one of the automotive industry’s most influential companies. From starting in customer support to now steering the entire ship, Chris has seen every side of the business… and he’s not slowing down.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We talk about the leadership style that’s guided him, and how a single dealership meeting in New Jersey sparked a program that’s now helping dealers across the country get more value from the tools they already have. Chris also shares how Reynolds is building AI into their products in a way that actually helps dealers — from Spark AI to their new robotics initiative that’s speeding up parts delivery to techs in the service bay.

You’ll hear:

• How connecting online and in-store shoppers can create one seamless experience
• Why e-contracting could mean the difference between waiting days for funding… or just hours
• How combining multiple data sources into one view changes how you market to customers
• What it takes to remove the roadblocks that slow down both your team and your customers

Chris isn’t just talking about change, he’s showing how one of the industry’s oldest names is making moves to stay ahead of it. If you want to see where dealerships could be headed next and how technology might actually make the experience more human, this conversation is worth every minute. 

Listen to the episode featuring Christopher Walsh 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, Christopher Walsh

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

In this episode, my guest is Marco Zwanenburg, Aftersales Consultant, mentor to technicians, and someone who's spent over 30 years in the service bay trenches—and lived to tell the tale. We sat down live from Uber HQ at Three World Trade Center with Sarah Vantine and a room full of fixed ops pros to talk about a subject that’s hot, a little uncomfortable, and 100% necessary: the technician “shortage.”

But here’s the twist—Marco doesn’t believe we have a technician shortage. He thinks we have a management problem.

👉 Register for the upcoming Fixed Ops Roundtable Even

What we discuss in this episode:

• Why techs are leaving dealerships (and what other trades are doing better)
• What it really takes to retain and value your technicians
• How Marco went from being a top-performing tech to a sought-after consultant coaching dealers on how to stop bleeding talent
• What he can spot in 10 minutes at your service center that’s killing efficiency

Marco also opens up about a personal tragedy that reshaped his life, and how that moment pushed him to step up, speak out, and help others finally get it right.

If you’re tired of the same old lip service and ready for real, brass-tacks insight that could actually move the needle in your shop, this conversation is for you.

Listen to the episode featuring Marco Zwanenburg 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, Marco Zwanenburg

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

In this episode, my guest is Ibrahim Mesbah, Co-Founder and CEO at RevolutionParts.

We caught up at Uber’s NYC headquarters to talk about something most dealerships overlook—the real power sitting inside the parts department.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

Ibrahim shares how a casual poker conversation led him to build one of the leading e-commerce platforms for dealership parts. We get into the lessons he’s learned working with over 2,500 dealerships, and how RevolutionParts has helped generate more than $4.25 billion in parts sales (and counting).

What you'll get from this episode:

• Why parts is the most undervalued revenue engine in the store
• How to rethink delivery and fulfillment—especially when your customers are waiting
• The numbers behind dealership collaboration and drop-shipping
• What it takes to market a $60 part profitably
• Why it’s time to stop thinking of the dealership down the road as your competition

If you’ve been wondering how to make fixed ops more profitable—or how to get your parts team thinking like marketers—this conversation is packed with ideas worth trying.

Listen to the episode featuring Ibrahim Mesbah 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, Ibrahim Mesbah

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 change in your service process could boost customer retention by 29%?

That’s not a hypothetical. That’s what BG Products uncovered, and in this episode, Rob Leary, Director of Sales at BG, joins us to unpack exactly how.

We’re coming to you from Uber’s World Headquarters in New York City. Sarah Vantine and I sit down with Rob for a powerful conversation about how BG’s data-driven approach is helping dealers retain customers far beyond warranty expiration. We're talking about real numbers, real systems, and real results.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• The surprising results of BG’s latest service retention study (and what 263 dealerships taught them)
• Why retention isn’t just a nice-to-have—it's the bottom-line game changer
• How BG’s proprietary Lifetime Protection Plan and Smart VMA platform are changing the way dealerships follow up and bring customers back
• Why both Ford and GM are betting big on BG for their fuel programs and what that means for your shop
• The impact of BG’s in-dealership support model (800+ reps!) and how it blows past what OEMs and third parties are doing
• Plus: BG’s quiet giant—its warranty analysis service, already helping dealers add six figures annually in parts and labor

And yeah… Rob casually drops that BG now owns its own shipping company to support faster, more reliable distribution. That’s the level of commitment we’re talking about.

If you’re in fixed ops or dealership leadership, this one’s a no-brainer. The insights here are practical, tactical, and tested. Hit play and find out how to become the service department your customers actually want to return to.

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

In this episode, my guest is Scott Davis, Founder of Volie, and we’re talking about what most dealers are missing when it comes to inbound calls.

We’ve all heard about outbound strategies and BDC hustle—but what about the people calling you ready to do business? That’s the focus here. Scott breaks down what he’s seeing across high-performing stores and shares simple, practical ways to boost inbound conversion without needing a bigger team.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• The three numbers every BDC manager should be tracking daily
• What “Two No’s and a Go” means—and why it works
• How to handle price objections without losing the appointment
• Why confirmation calls still matter (a lot)
• The real reason your agents aren’t converting, and what to do about it

There’s a reason Scott’s name keeps coming up in fixed ops circles. He knows his stuff—and in this conversation, he lays it all out in plain English with zero fluff. If you’re trying to tighten up your processes, improve show rates, and actually measure what matters, this one’s worth your time.

Listen to the episode featuring Scott Davis 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, Scott Davis

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

In this episode, I sit down with Brett Sutherlin from Sutherlin Automotive Group for a powerful conversation about what’s actually working in today’s dealerships.

Brett pulls back the curtain on how his team is flipping the script—turning service drives into high-trust buying opportunities, building custom software to appraise every car that rolls into the service bay, and creating a culture where turnover is the exception, not the rule.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• How to seamlessly buy cars from your own service customers without creating friction
• Why service advisors (not salespeople) are the secret weapon for vehicle acquisition
• The dealership mistake that pushes customers away without you even realizing it
• How Brett’s team cut turnover to a fraction of the industry average by building people-first management training
• Why ignoring your fixed ops team is quietly costing you more than you think
• The future of technicians: why your next great tech might look more like a software engineer than a grease monkey

This isn’t just a conversation about surviving market shifts—it’s about building something that actually thrives through them.

Listen to the episode featuring Brett Sutherlin 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, Brett Sutherlin

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