What High-End Hotels Know About the Service Drive That Dealers Don’t with Joel Furno

What if the fastest way to improve CSI, advisor productivity, and even used car acquisition… wasn’t another process, but a better experience?In this episode of the Fixed Ops Roundtable, I sit down with Joel Furno, Founder & CEO of Citrin Automotive Hospitality, alongside Ed Roberts of Bozard Ford Lincoln, and we go deep on something the industry talks about a lot, but rarely executes at a world-class level: hospitality on the service drive.Joel’s story alone is worth hitting play. He started with $200, a valet company, and a hospitality mindset rooted in high-end hotels and restaurants, then accidentally stumbled into automotive and realized something big was missing. What followed was a complete reframe of how dealerships should think about porters, valets, hourly employees, and the service drive experience as a whole.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why hospitality is not a “nice-to-have,” but a performance multiplierHow most dealerships unintentionally turn service managers into the most expensive porters in the buildingThe hidden cost of 300–400% turnover in hourly roles, and how to fix itJoel’s 3% hiring philosophy and why standards matter more than speedHow investing slightly more in hourly employees unlocks massive ROIA fascinating new approach to vehicle acquisition through the service drive, without salespeople swarming customersWhy valets are the true bookends of the dealership experienceAnd how taking care of “the little guys” builds your next generation of advisors, managers, and leadersThere are moments in this episode, especially when Joel breaks down hiring, retention, and purpose, that you’ll want to rewind and listen to again. If you care about culture, efficiency, customer experience, and long-term growth, this is one of those conversations that sticks with you.Listen to the episode featuring Joel Furno & Ed Roberts 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/id1608656237Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXYThanks, Joel Furno & Ed RobertsConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement