In this episode of FWRD, Corey Smith and Erick Jauregui break down what it really takes to win in fixed operations in 2026 and beyond.

Service is no longer just a department. It is the dealership’s profit engine. And the stores that treat it that way will dominate the next decade.

With overloaded service advisors, technician shortages, smarter customers, and rising corporate demands, doing what worked in 1990 will not work in 2026.

Corey and Eric share real, actionable plays for:

• Turning the service drive into a sales floor

• Elevating the role of the service advisor

• Rethinking dealership layout and operational structure

• Building a fixed ops culture that drives long-term profitability

• Aligning service strategy with dealership growth goals

If you are a dealer principal, GM, fixed ops director, or service manager looking to increase retention, improve RO performance, and future-proof your store, this episode delivers practical strategies you can implement now.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui break down what dealerships must do to professionalize the service advisor role in 2026 and beyond. From KPI literacy and daily coaching to AI adoption and video multipoint inspections, this conversation outlines a blueprint for transforming service departments into frontline revenue engines.

You’ll learn:

• Why one-time training fails and how to build a true practice culture
• The KPIs every service advisor must understand (ELR, approval rate, HPR, declined services)
• How AI tools like video MPIs and automated scheduling will reshape advisor workflows
• Why service must shift from “after sale” to lifetime ownership experience
• How integrating F&I knowledge into service drives retention and extended warranty revenue
• The importance of visible scoreboards, daily huddles, and positive reinforcement coaching

If you want to increase approval rates, raise effective labor rate, improve CSI, and build long-term customer loyalty, this episode delivers the strategy.

Service is no longer a back-end department. It is the dealership’s competitive advantage.

AI is everywhere in automotive right now, but not all “AI” is the same.

On this episode of FWRD, Corey Smith and Erick Jauregui sit down with Sean Hartman, VP of Sales at Toma, to talk about the practical side of AI for dealerships, especially in service and customer communications. Sean shares how dealers can avoid the hype, start with clear goals, and choose solutions that actually move the needle.

You’ll learn:

• The simplest way to think about AI in a dealership: start with the use case
• Two common dealer scenarios where AI delivers fast wins (overwhelming call volume vs. repetitive BDC calls)
• How to spot real AI vs. advanced IVR
• The “Art of AI” framework: Adoption, Resolution, Tailoring
• What to ask vendors (learning over time, benchmarks, call-tree placement, integrations)
• Where the human touch still matters most (status calls, tough conversations, upset customers)
• What the next 3–5 years may bring: smarter, more dynamic workflows and communications

If you are exploring AI, this is a strong starting point to evaluate tools with clarity and confidence.

In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui sit down with Eric Meahan to explore how data-driven reconditioning helps dealers reduce cycle time, control costs, and protect used vehicle margins.

Eric shares how EchoPark cut reconditioning cycle time to five days by improving process visibility, labor allocation, and supplement management. The conversation highlights why idle time between recon steps is often the biggest bottleneck, not technician productivity, and how integrated tools eliminate manual tracking and errors.

They also discuss how tighter controls, upstream recon decisions, and mobile repair strategies will become critical as used vehicle market conditions shift. The episode reinforces how aligning people, process, and technology can turn reconditioning into a competitive advantage.

🎧 Listen now to learn how smarter recon processes can improve throughput, efficiency, and profitability across your dealership.

What does leadership look like when profit is no longer the priority?

For Brent Smith, it looks like showing up for people who are often forgotten. In this episode, Brent opens up about founding Love’s Reflection after years of hospice volunteering and a near-death experience that permanently shifted his perspective on life, death, and purpose.

You’ll hear how Love’s Reflection focuses on fast, meaningful, deeply personal acts of service, from granting final wishes to simply ensuring no one feels alone at the end of life. Brent also shares how a major partnership with Akron Children's Hospital is expanding the nonprofit’s reach and why leadership grounded in compassion has reshaped his dealership culture, team morale, and long-term vision.

This conversation goes beyond nonprofit work. It’s about redefining success, building community when none exists, and understanding how one small act of kindness can impact everyone involved.

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.