In this episode , I sit down with Matt Gray, OEM Program Director at Better Car People, to unpack the game-changing strategies that are shaping fixed operations in 2025. From the rise of AI-powered voice assistants to the importance of emotional intelligence in service interactions, Matt shares actionable insights that will help your dealership build lifelong customer loyalty.

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What we discuss in this episode:

The automotive landscape is changing fast, and if dealerships want to stay ahead, they need to blend cutting-edge technology with an unbeatable customer experience. But here’s the real question: Are you really meeting your customers where they are?

Here’s what we cover:

•  How AI and automation are streamlining service scheduling and customer interactions
•  The missing piece in most service departments: Are you training your team to connect with customers on an emotional level?
•  Why transparency is everything—and how the right digital tools can improve trust and CSI scores
•  The overlooked power of mystery shopping your own service experience (When was the last time you called your own dealership?)
•  The #1 mistake service advisors make when communicating with customers—and how to fix it today

Matt doesn’t just talk theory—he shares real-world examples from dealerships that are winning big by leveraging the right mix of tech, training, and customer-first strategies.

So if you want to future-proof your dealership’s fixed ops strategy, deliver a seamless customer experience, and drive more service revenue in 2025, this is the episode you can’t afford to miss!

Listen to the episode featuring Matt Gray for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Matt Gray

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Ted Ings on LinkedIn
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