The latest episode of FWRD tackles a topic every dealership needs to take seriously right now: FTC compliance. Hosts Corey Smith and Erick Jauregui are joined by Erica Blackman, EasyCare's compliance training expert, and Shannon Robertson, VP of AFIP, the Association of Finance and Insurance Professionals. The conversation starts with the FTC's recent warning letters sent to 97 dealerships representing more than 1,000 rooftops, and what that signal means for the industry. The core message is clear: online pricing must match what customers see and hear in the store, employees posting on personal social media as dealership staff are subject to the same advertising rules, and no store is too small to end up on the FTC's radar.

The guests push back hard on the idea that compliance lives only in the F&I office. From service and parts to the technician on the shop floor, every department carries risk, and every employee's actions can expose the dealership. Shannon's framework is straightforward: build a written code of conduct, define your processes, and train everyone on them consistently. Erica adds that dealerships need to inspect what customers actually experience, not just what managers think is happening. The episode closes with a point that hits close to home for any store leader: customer confusion is not a sales strategy, and the dealerships that figure that out before an audit are the ones that stay off the radar.

In this episode of FWRD, hosts Corey Smith and Erick Jauregui speak with Eric Meahan, Managing Director of Repair360, about the declining profitability of used cars at dealerships.

Meahan explains that gross profit per unit has dropped over 12% year-over-year due to inflated acquisition costs post-COVID, parts shortages, and increased reconditioning expenses.

He emphasizes that dealerships must shift from viewing reconditioning as an afterthought to treating it as their supply chain. Key strategies discussed include improving vehicle appraisal processes, implementing better communication systems, tracking leading indicators rather than just cycle time, and establishing clear accountability in the recon process.

Meahan recommends dealerships focus on getting vehicles retail-ready within five days, implement daily recon huddles, and measure KPIs like idle time, parts waiting periods, and rework.

The conversation highlights how proper reconditioning management can turn used cars back into a profitable center for dealerships, with practical advice for immediate implementation.

In this episode of FWRD, Erick Jauregui sits down with the leadership team from Reeder Trausch Marine to explore what it takes to build a high-growth dealership without losing sight of culture. From humble beginnings to multi-location success, the team shares how strong leadership, clear communication, and unwavering standards have fueled their growth.

The conversation dives into the importance of maintaining a family-first culture, developing leaders from within, and creating consistent, customer-focused processes across every department. The team also discusses innovation in the marine space—from training and technology to new customer experience initiatives like boating education and concierge-style services.

Listeners will gain insight into how Reeder Trausch Marine continues to evolve while staying grounded in its core values, and how intentional leadership, accountability, and investment in people can drive both performance and long-term success.

In the latest episode of FWRD, Erick Jauregui speaks with Bernie DeGraw, a senior education developer for MRAA. They discuss the evolution of customer expectations in the marine service industry, emphasizing the significant gap in service compared to sales.

Bernie highlights the importance of communication skills and education for service managers and advisors, noting that these roles must improve customer interactions to enhance service experiences. They agree that the focus should shift towards creating a continuous relationship with customers post-sale, rather than viewing the sale as an endpoint.

Additionally, the conversation touches on the necessity of incorporating technology, including AI, to improve customer service and streamline operations. The episode encourages listeners to take actionable steps to enhance communication and training within their teams to foster a world-class customer experience in the marine service sector.

In this episode of FWRD, Corey Smith sits down with Russell Hill, Co-Founder and Managing Partner of Fixed Ops Marketing, to discuss why dealership websites have become the new digital showroom for fixed operations.

With more than 40 years in the automotive industry, Russell shares insights on how the service customer journey has shifted online and why many dealership websites still fail to meet modern expectations. Nearly 30% of dealership website visitors are looking for service information, yet many encounter outdated content, poor navigation, or limited transparency around pricing.

Corey and Russell explore how dealerships can improve their digital service experience, reduce customer defection after the warranty period, and capture more fixed ops revenue through clearer navigation, better content, and a more intentional digital strategy.

They also discuss how emerging technologies like AI and predictive maintenance will continue to reshape the service experience and help dealerships anticipate customer needs earlier.

For dealers focused on growth and retention, one thing is clear: your website plays a critical role in the future of fixed operations.