In this episode of the FWRD Podcast, Corey Smith sits down with Laurie Halter to discuss why authenticity and clear communication are essential to building trust, culture, and performance in automotive.

Laurie explains how brand promises only work when they are consistently delivered at every customer touchpoint. From sales and service conversations to leadership communication, she shares why customers and employees quickly lose trust when words and actions do not align.

The conversation explores how understanding emotional drivers helps teams communicate more effectively, improve loyalty, and strengthen internal culture. Corey and Laurie also discuss leadership language, personal brand alignment, and why authentic video and storytelling resonate more in today’s digital landscape.

They also touch on crisis communication and reputation management, highlighting the importance of transparency, accountability, and follow-through. The episode closes with a reminder that honest, human leadership builds stronger relationships and long-term success.

In this episode of the FWRD Podcast, Corey Smith sits down with John Traver to break down what separates today’s top-performing BDCs from the rest of the industry. John shares how the BDC has evolved from its early roots in the 1990s into a mission-driven, customer-focused hub that powers long-term retention and dealership growth.

The conversation explores how the best dealerships blend strong people and process with smart technology, using AI to improve data accuracy and prioritize outreach without losing the human connection customers expect. John explains why retention starts in the BDC, how quality of connection now outweighs speed alone, and why leaders must align culture, measurement, and mission before adopting new tools.

Corey and John also highlight the leadership mindset behind successful BDCs — from clear direction and shared metrics to honest assessment and continuous learning. John offers a forward look at the ideal 2025 BDC: smaller, smarter, more analytical, and designed to create meaningful customer relationships across every touchpoint.

In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui unpack one of the biggest transitions in fixed operations: moving from service advisor to service manager.

Together, they break down what it means to step into leadership, highlighting the importance of shifting from individual performance to team success. The discussion covers key management skills like understanding and teaching metrics, maintaining shop balance, managing inventory, and forecasting effectively.

The hosts also explore how to handle tough conversations, set healthy boundaries, and foster a positive team culture built on communication and accountability. Throughout the episode, they emphasize the importance of leading by example and investing in professional development to keep growing as a manager.

In this episode, Matt Raymond, COO of Bowtie Solutions, joins Erick Jauregui to share how dealerships can modernize their service BDCs without sacrificing quality or breaking the budget. Matt explains why his team defines AI as “Actual Individuals,” and how the right balance of people and automation can transform a call center from a cost center into a profit driver.

They discuss how customer expectations have evolved, why dealers need to track the right performance metrics, and how outsourcing can fill process gaps while keeping operations scalable. Matt also shares real results, including how one dealership captured 67 missed calls and turned 47 of them into appointments within two days.

The conversation wraps with three simple takeaways: if you can’t manage it, outsource it; know your numbers and compare results; and stay focused on what your team does best.

🎧 Listen now to learn how human connection, smart technology, and consistent tracking can take your BDC performance to the next level.

What if your dealership website worked like your best employee—always converting, engaging, and selling 24/7?

In this episode, Russell Hill returns to the FWRD Podcast to share how Fixed Ops Marketing rebounded from a near acquisition to scale past 600 stores through digital innovation and smarter service strategies. Russell and host Corey Smith dive into:

Why 30% of dealership website visitors come for service content—and often leave unsatisfied

The “three-click rule” and how it impacts engagement and retention

The growing role of AI in predictive maintenance and mobile service

How to reduce customer defection by improving digital transparency

Why your website deserves the same attention as any employee

Russell also gives a glimpse into his personal journey—building a family compound, slowing down after decades in automotive, and redefining what success looks like after 40+ years in the industry.

In today’s digital-first environment, your dealership's long-term success hinges on more than just what you sell — it depends on how you listen.

On this episode of FWRD, hosts Corey Smith and Eric Jauregui sit down with Jeane Reitelbach, a brand strategist with 27 years of marketing experience and over a decade in automotive retail, to unpack how the Voice of the Customer can shape your operations, leadership style, and even your Google rankings.

Jeane shares dealership-tested strategies like:

• How AI and search engines are ranking your dealership based on review sentiment and responsiveness
• Turning one-star reviews into team-building moments with “lunch and learn” sessions
• The power of asking “Did this feel thoughtful and professional?” as a standard closing question
• Tracking CSAT, NPS, and market share down to the individual team member
• How professional platforms like LinkedIn influence brand perception — and recruitment — through AI sentiment

If you're a GM, Fixed Ops leader, or anyone focused on retention and reputation, this episode will give you a fresh perspective on using feedback as fuel for growth.

Most customers don’t even know dealerships sell tires—and that’s a major opportunity. In this episode of FWRD, Corey Smith sits down with Eddie Campbell, GM of Forest Lane CDJR, to break down how they became a top tire-selling store in the CDJR network.

Eddie shares how their success came down to three key areas: consistent quoting, advisor certification, and embracing technology like video inspections and advanced tire scanning. You’ll also hear why 78% of tire buyers go with the first person who asks, how advisor compensation and showroom displays build tire culture, and how social media can fuel awareness.

If you’re in fixed ops, sales leadership, or looking to increase service lane profitability—this episode is packed with tactical takeaways.

Mobile service is no longer just a future trend — it’s actively reshaping how dealers deliver value, drive retention, and grow their fixed ops revenue. In this episode of FWRD, host Corey Smith welcomes Jeremy Stevens to unpack how mobile service is creating meaningful customer relationships, why dealerships need to go “all in” to make it work, and how to overcome operational hurdles.

With over 800 perfect surveys and powerful real-world experience, Jeremy shares what success looks like when mobile techs are trusted, equipped, and empowered to bring the dealership experience straight to the customer’s driveway.

Whether you’re considering launching mobile service or looking to optimize what you’ve already started, this episode gives you the strategic lens — and the firsthand proof — to get ahead.

With a 49% turnover rate among service advisors, today’s fixed ops challenges go far beyond customer satisfaction — they begin with the employee experience.

In this episode of FWRD, Corey Smith is joined by Chris Craig — industry trainer, content creator, and author of Becoming a Better Service Professional — to explore how dealership leaders can create stronger, more resilient teams.

They dig into the real-world challenges facing service departments: from communication gaps between advisors and technicians, to broken survey practices, to retaining new techs through their first year. Chris also shares actionable ways leaders can create clarity around career growth, improve onboarding, and foster long-term loyalty.

Whether you’re a GM, fixed ops director, or someone committed to supporting your people, this episode offers a thoughtful look at how better leadership leads to better outcomes — for your team and your customers.

In today’s market, attention is currency—and if your dealership isn’t showing up online, you’re missing the sale before it starts. In this episode of the FWRD Podcast, host Corey Smith sits down with Jordan Cox, a dealership video strategist with 11+ years of experience, to unpack the real strategies that top-performing rooftops are using to win on social.

Jordan shares how dealerships of any size can create effective, scalable video content that boosts visibility, drives fixed ops engagement, and builds long-term customer trust—without a full-time video team or fancy production setup.

Get actionable guidance on:

• Creating consistent short-form videos that cut through the noise
• Turning your sales and service teams into on-camera brand advocates
• Shifting from promo-based content to authentic storytelling
• Using CRM and social analytics to track ROI from your videos

Whether you’re a GM, service manager, or marketing lead, this episode gives you a clear, low-barrier blueprint for dealership video success in 2025 and beyond.