Fixed Ops Roundtable

Matt Leone is the CEO of DriveCentric, the automotive engagement platform that has been redefining how dealerships connect with customers across every department, from sales and F&I to fixed operations. Under his leadership, DriveCentric has evolved far beyond traditional CRM, building the infrastructure for a unified customer experience that the automotive industry has never seen at this scale. Matt is one of the most forward-thinking voices in retail automotive technology today.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:In this episode of the Fix Ops Roundtable, Matt Leone joins Sarah Vantine and Ted Ings to talk about the single biggest operational blind spot costing dealerships gross profit right now, and the technology that closes it.If your sales team and your service department are running on different systems, different data, and different conversations, your customers already know it. And in 2026, with margin pressure real and consumer expectations higher than ever, that gap is no longer sustainable.Matt breaks down why the CRM category got it wrong for decades, what a true engagement platform looks like when it actually works, and why the dealers who move first on this are about to have a significant competitive advantage over everyone who waits.This is the conversation fixed ops has needed for a long time.Listen to the episode featuring Matt Leone 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, Matt LeoneConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Ari Polakov is the co-founder of Flai, an AI communications platform built specifically for automotive dealerships. Before founding Flai, Ari spent years studying the operational gaps inside service departments, particularly the hidden revenue being lost at the phone level. That obsession led him to build a product now trusted by some of the largest dealer groups in the United States, including top-15 operations running tens of thousands of AI-handled calls every single month. 👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Ari is one of a rare breed of founders who leads with data before pitching a product. His team conducted a large-scale national study, tens of thousands of calls across dealerships at every hour of the day, to prove what most in the industry refused to believe: that the phone problem was bigger, and more universal, than anyone wanted to admit. Today, Flai operates at the intersection of AI, telephony, and dealership operations, turning missed calls into booked appointments and giving service managers the visibility they never knew they were missing.Listen to the episode featuring Ari Polakov 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, Ari PolakovConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Kyle Johnson is the co-founder and CMO of Redline Connect. With over 15 years embedded exclusively in the automotive parts industry, Kyle has built and acquired multiple service businesses spanning parts delivery, outside marketing, and in-store staffing solutions, all purpose-built for the OE parts world. He and his team are now behind the industry's first AI platform designed specifically for parts departments.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:The parts department has been the most overlooked profit center in the dealership. Understaffed, overwhelmed, and hemorrhaging revenue on every unanswered call and every customer put on hold, and nobody built a solution for it. Until Kyle Johnson did.In this episode, Kyle breaks down what's actually happening inside parts departments across the country, why 60% of customers cite being put on hold as their #1 complaint, and how the industry's first AI platform built specifically for parts is quietly giving early adopters an edge their competitors don't even know exists yet.If you run fixed ops, manage a parts department, or own a dealership, what Kyle shares here will make you rethink how much revenue has been walking out the door — and what it looks like when you finally stop it.Listen to the episode featuring Kyle Johnson 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, Kyle JohnsonConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Bill Demaree is the Corporate Director of Fixed Operations for Tom Wood Automotive Group, one of Indiana's most respected dealer groups spanning 13 rooftops. With decades of experience in the automotive industry, Bill has built a reputation not just for running high-performing service departments, but for reimagining what fixed ops leadership actually looks like at scale.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:In this episode, Bill pulls back the curtain on exactly how Tom Wood Automotive Group rebuilt fixed ops from the ground up, the AI tools actually moving the needle (not just the buzzwords), a technician development program built in partnership with the state of Indiana that's producing talent other dealerships can't find, and a transparency system that turned customer accusations into a brand-new revenue stream.This is the blueprint most fixed ops leaders wish existed.We're talking documented processes, video MPI done right, service advisor handbooks built for replication, and a 2026 roadmap that treats every touchpoint — parts, service, marketing  as a system worth mastering.Listen to the episode featuring Bill Demaree 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, Bill DemareeConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Every company you've seen dominate the automotive industry had help getting there. Laurie Halter is that help.Laurie Halter is the founder of Charisma Communications, a PR agency with over 20 years of experience helping automotive technology companies build brands that break through. From early stage startups to established names, Laurie knows exactly how to get vendors in front of the right people, and keep them there.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:In this episode, Laurie breaks down the hidden architecture of a brand that wins, how the right message, repeated with discipline, is worth more than any marketing budget. She shares what early-stage companies get catastrophically wrong, what the best-positioned brands are quietly doing differently, and why fixed ops has become the most important battleground in automotive right now.If you're a dealer, a vendor, or anyone trying to cut through a crowded market, this conversation will change how you think about your brand.The insights Laurie shares here aren't in any playbook. They come from two decades of being in the room.Listen to the episode featuring Laurie Halter 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, Laurie HalterConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

New vehicle sales are projected to drop. ASARs are softening. And yet, the dealers who understand what's quietly happening right now are already positioning themselves to have their most profitable year yet.Dan Shine of Automotive News joins Ted Ings and Sarah Vantine on the Fixed Ops Roundtable to break down exactly why 2026 is a defining moment for fixed operations, and why the service lane is no longer just a revenue stream. It's a lifeline.With the average vehicle age hitting record highs, 70% of customers defecting after three years, and an affordability crisis keeping buyers out of showrooms, the opportunity sitting inside your service department has never been larger, or more at risk of being left on the table.Dan pulls back the curtain on what the industry's top dealerships are doing differently, how AI is beginning to reshape service workflows, and the one retention mistake that's quietly sending your customers straight to the independents.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, Dan ShineConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

The automotive industry is facing a generational shift that most operators aren't prepared for, and the window to act is closing faster than anyone wants to admit.Kent McDonald, President of Northwood University, sits down with Ted Ings and Sarah VanTine to talk about what's really happening to talent in this industry, why the companies moving right now will dominate the next decade, and what Northwood is building that has some of the largest names in automotive quietly paying very close attention.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why the automotive talent crisis is more urgent than most dealers realizeThe qualities top employers are desperately searching for, and why they're harder to find than everWhat Northwood's Automotive MBA is doing that no other program in the country is attemptingThe bold moves major automotive groups are making right now to secure their next generation of talentWhy Motorsports is Northwood's exciting new frontier, and who's already taking noticeThe mindset shift that separates the operators who will thrive next decade from those who won'tThere's a reason Northwood alumni keep showing up at the highest levels of this business. This conversation explains why.Listen to the episode featuring Kent MacDonald 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, Kent MacDonaldConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Every time a car breaks down, a dealership either wins a customer for life or loses one forever. Most don't even know it's happening.Anthony Giagnacovo has run 150,000 of those moments, every single month. And in this episode he breaks down exactly what's at stake: the average repair order sitting inside every roadside rescue, why the difference between 45 minutes and 62 minutes can define your entire brand reputation, and the F&I products that quietly guarantee customers have no choice but to come back to your service drive.This is the conversation about customer retention that nobody in fixed ops is framing correctly. The breakdown isn't the problem. It's the opportunity. And after 62 years of rescues, Anthony knows precisely how to turn the worst moment in a driver's day into the most valuable relationship a dealership can build.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, Anthony GiagnacovoConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Automotive talent development just got a serious upgrade, and Lithia & Driveway's DART program is leading the charge.Diego Rojas, the architect behind one of the most in-demand leadership development programs in automotive retail today, joins the Fixed Ops Roundtable to talk about what's happening inside Lithia & Driveway that dealership general managers across the country are lining up for, and waiting months to get.What exactly is a "Darter?" Why are stores fighting over them? And what does Lithia's CEO want to see happen before the end of 2026?Diego answers all of it, and what he reveals about where DART is heading next will surprise you.In this episode:How the DART program develops next-generation dealership leaders differently than anything else in the industryWhy Northwood University graduates are becoming some of the most sought-after candidates in automotive retailThe hiring and placement process that makes this program unlike anything elseLithia & Driveway's bold 2026 targets straight from the CEOWhat's on the horizon globally for DARTEnjoying 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, Brian KramerConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode Sarah Vantine sits down with Luke May, dealer principal of White Family Dealerships (South Dakota & Wyoming), to unpack what it really takes to build a winning fixed operations culture in today's competitive automotive landscape.Luke brings a rare perspective, he started as a Ford-certified technician, spent 20 years in the field with General Motors, and now oversees five rooftops. And he's using every bit of that experience to do things differently.In this episode, you'll discover:The untapped talent pool that could solve your technician shortage How Luke built a fixed ops leadership team where over half the leaders are womenThe surprisingly simple gestures that drive technician retention better than a pay raiseWhat dealers absolutely must prioritize heading into 2026 to stay competitive for talentWhy your technicians need to be on your website, your social media, and in your business cards right nowIf you're a dealer, fixed ops director, or service manager serious about retention, recruitment, and building a team that actually wants to stay, this conversation will change how you think about your people.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, Luke MayConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Your website says 60-minute oil changes. Your Google reviews say two and a half hours. And AI just chose your competitor.Brian Kramer, one of the most influential voices in automotive retail and VP at Cars Commerce, joins Sarah and Ted for a conversation that every dealer, service director, and fixed ops leader needs to hear RIGHT NOW — because the rules of digital visibility just changed permanently.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:In this episode, Brian unpacks the single biggest shift happening in automotive marketing: the rise of Answer Engine Optimization (AEO) and why your Google reviews, Yelp page, Reddit presence, and Dealer Rater profile are now make-or-break factors in whether AI search engines even recommend your store.What you'll learn:Why bots and AI agents now conduct MORE searches than humans, and what that means for your website structureThe EEAT framework (Expertise, Experience, Authority, Trustworthiness) and how to reverse-engineer Google's algorithm to dominate local searchHow mismatched information across your platforms is silently destroying your ranking and how to fix it fastWhy paid search is losing power (down from 70% to 50% of search share in one year) and what replaces itThe real reason most dealers never crack 0.5% service drive acquisition, and what the top performers do differently (hint: no amount of automation can replicate it)Why Reddit is the #1 untapped platform for recruiting technicians right nowBrian also breaks down why the dealerships hitting 3–5% service drive conversion rates all share one thing in common and it has nothing to do with the technology they're using.If you think you can buy your way to the top of AI search, Brian has a wake-up call for you. And if you're still relying on the same digital playbook from three years ago, this episode will tell you exactly what to change.Listen to the episode featuring Brian Kramer 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, Brian KramerConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the biggest thing holding your wholesale operation back… isn’t sales, but cash flow?In this episode of the Fixed Ops Roundtable, we get real about one of the most frustrating (and misunderstood) challenges in fixed ops: accounts receivable, slow pay, and the silent cash-flow killers hiding in wholesale parts and B2B service work.I’m joined by Dave Schell of Interstate Billing Service and Tully Williams from The Niello Company, and what starts as a conversation about AR quickly turns into a masterclass on how dealers can eliminate credit risk, unlock cash faster, and grow wholesale without losing sleep.This isn’t theory. This is street-level fixed ops talk from people who’ve lived it.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why wholesale parts margins feel razor-thin, and how AR delays quietly erase your profitsHow dealers are floating six figures of cash without even realizing itWhy “we’ve always done it this way” is costing stores more than they thinkHow getting paid tomorrow instead of 60–120 days later changes everythingThe hidden stress wholesale creates for parts managers and business officesWhat happens when you take credit risk completely off the dealer’s plateWhy cash flow, not gross, is what really keeps the lights onTully brings real-world perspective from running fixed ops at a multi-store luxury dealer group, while Dave breaks down how Interstate Billing Service removes the hardest part of wholesale: collecting the money.Listen to the episode featuring Dave Schell & Tully Williams 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, Dave Schell & Tully WilliamConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

If trust is the real currency of fixed ops… how are you earning it the moment a customer pulls into your drive?That’s the question that sets the tone for this episode of The Fixed Ops Roundtable, and it’s one of the most honest, practical, and human conversations I’ve had in a long time.I sat down with Spiro Morogiannis of BG Products, Inc., a true advocate for dealers and fixed ops teams, to unpack something that often gets overlooked in all the talk about technology, tools, and 2026 planning: the fundamentals of people, process, and trust. What unfolds is a real-world, boots-on-the-ground discussion about how small moments in the advisor process either build lifelong loyalty… or quietly push customers out the door.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why the advisor meet-and-greet is the most undervalued moment in fixed opsA real (and uncomfortable) service experience that shows how fast trust can be brokenHow consistency beats complexity when it comes to advisor processesThe difference between “doing an MPI” and earning the right to present itWhy menus, walkarounds, and expectation-setting calm customers before selling anythingHow technology should support the human conversation, not replace itThe truth about severe service intervals and why most customers already qualifyWhat post-warranty retention really looks like—and why independents win when dealers don’t have a planHow BG’s Lifetime Protection Plan becomes a loyalty strategy, not just a productWhy a “Highline experience” shouldn’t be special… it should be standardThis episode isn’t theory. It’s not hype. It’s a reminder that customers don’t come back because of a system, they come back because of how you made them feel, how clearly you communicated, and whether you proved you were worthy of their trust.If you’re building your 2026 fixed ops plan, leading advisors, or wondering why retention feels harder than it should… this conversation will hit home.Listen to the episode featuring Spiro Morogiannis 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, Spiro MorogiannisConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the last interaction your customer has with your dealership is the one that decides whether they ever come back?In this episode of the Fixed Ops Roundtable, I sit down with Travis Siebert, Senior Vice President of Sales at Dealer Pay, to talk about something that used to be an afterthought in dealerships, and is now one of the most powerful drivers of trust, convenience, and profitability: payments.What started as a simple conversation about card terminals quickly turns into a deep dive on how modern payment experiences are reshaping fixed ops, tightening compliance, reducing fraud, and improving CSI at the exact moment that matters most, the final touchpoint.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why dealership payments have quietly become a major category, and why dealers can’t afford to ignore it anymoreThe real story behind surcharging, cash discounting, and why so many dealers are confused (and exposed)How fraud is evolving, from “friendly fraud” to chargebacks, and what dealers can do right now to protect themselvesThe shift from shared cashier terminals to customer-facing, advisor-level paymentsWhy compliance, reporting, and back-office harmony matter just as much as customer convenienceHow text-to-pay, mobile wallets, loyalty programs, and even crypto fit into the modern dealership ecosystemWhat Travis means when he says Dealer Pay isn’t a vendor, it’s a true partnerAlong the way, Travis shares real-world examples from dealerships across the country, explains how Dealer Pay stays ahead of changing laws and card brand rules, and offers practical advice for dealers planning for the year ahead.If you’re thinking about streamlining operations, protecting your dealership, improving the customer experience, and ending every service visit on a high note, this is an episode you don’t want to miss.Listen to the episode featuring Travis Siebert 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, Travis SiebertConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the biggest opportunity in Fixed Ops right now isn’t working harder… but removing the friction that’s wearing your people down?In this episode of the Fixed Ops Roundtable, I sit down with Erik Zuniga of ALLDATA Automotive Intelligence for a real conversation about what’s actually changing inside dealership service departments, and why the dealers who win next will be the ones who obsess over people, process, and data.This isn’t a surface-level tech talk. It’s a grounded, practical discussion about technicians, workflow, recon, and leadership, straight from the trenches.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why technician retention isn’t just about pay - Erik breaks down how wasted time, missing information, and broken workflows quietly burn techs out, and how giving them the right tools changes everything.The hidden cost of “searching for information”- We talk about the reality that techs lose up to 20% of their day hunting for specs, diagrams, and procedures, and what happens when that friction disappears.Career paths vs. just jobs - From mentorship to mastery, we explore how technology and training help dealerships create careers that techs want to stay in.Recon bottlenecks and the money sitting on the table - Used cars are driving profitability, but only if recon moves fast. Erik shares how shared data and digital workflows eliminate delays between service, parts, and sales.Why data is no longer optional leadership tooling - With vehicles aging past 12 years and DMS systems lagging behind, we talk about how smarter data usage leads to better decisions, better customer experiences, and better margins.What Fixed Ops leaders should focus on heading into 2026 - People. Process. Technology. Real priorities that will separate proactive leaders from reactive ones.There’s also a standout moment where Erik shares how ALLDATA supports dealerships with on-demand master technician assistance, a resource more dealers should be leaning on, especially when staffing gets tight.Listen to the episode featuring Erik Zuniga 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, Erik ZunigaConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the biggest competitive advantage in Fixed Ops isn’t technology… but hospitality?That’s the question at the heart of this episode of the Fixed Ops Roundtable, and once you hear this conversation, you won’t look at porters, greeters, car wash, or pickup & delivery the same way again.In this episode, I’m joined by Brandon Hall, Vice President of Alliance Dealer Solutions, alongside my co-host Sarah Vantine, for a wide-ranging, high-energy conversation about why hospitality has become the new currency in today’s dealership experience. Brandon pulls back the curtain on how Alliance partners with dealerships across the country to help them focus on what they do best, selling and fixing cars, while his team elevates everything that surrounds that moment.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why hospitality isn’t just for front-of-house roles, and how it impacts CSI more than most dealers realizeThe real difference between a staffing partner and a temp agency (this one’s big)How seamless integration makes Alliance team members feel like dealership employees, not outsidersWhy greeting, cleanliness, and the handoff experience can make or break a customer relationshipHow pickup & delivery unlocks technician capacity, scheduling flexibility, and customer loyaltyThe behind-the-scenes systems Alliance uses to train, measure, and coach for quality, without a “gotcha” cultureHow dealerships can adapt to seasonal labor challenges without sacrificing consistencyThis episode is packed with practical insight, real-world examples, and a refreshing perspective on people, process, and culture. If you’ve ever felt the tension between wanting an elevated guest experience and struggling to staff, train, or manage those roles effectively, this conversation is for you.Hit play to hear why hospitality is no longer a “nice to have,” how it’s reshaping Fixed Ops, and what forward-thinking dealers are doing right now to stand out.Listen to the episode featuring Brandon Hall 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, Brandon HallConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the “fixed costs” you’ve accepted for years… aren’t actually fixed at all?That’s the question that kicks off this episode, and trust me, once we pulled on that thread, the whole sweater started to unravel.In this Fixed Ops Roundtable conversation, I’m joined by Steve Thompson of Integrity Cost Consulting, Shon Kingrey from Kayser Automotive Group, along with Sarah Vantine, and we go straight at one of the most dangerous assumptions in dealership operations: that overhead is just the cost of doing business and not worth revisiting.Spoiler alert: that assumption is costing dealers a lot more than they realize.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why “fixed costs” are often anything but fixed, and how contract drift quietly eats away at profitabilityReal-world stories of uniforms, laundry, telecom, waste, and utilities ballooning without anyone noticingShon’s no-BS take on contracts, guarantees, and why “handshakes” sometimes outperform legal fine printHow small, unchecked line items turn into six-figure losses across multi-rooftop groupsThe power of benchmarking beyond your own stores, and why most dealers are benchmarking the wrong wayHow Steve’s team finds refunds, negotiates better rates, and monitors vendors so dealers don’t have toWhy saving money isn’t just about dollars, it’s about what those dollars can fund: people, growth, and peace of mindThere’s a moment in this conversation where it really hits you:A few percentage points here and there can equal an entire employee, or more, every single year.If you’re building budgets, planning for 2026, or just trying to protect profitability in a tighter market, this episode will absolutely challenge how you think about expenses you’ve probably ignored for far too long.Listen to the episode featuring Steve Thompson & Shon Kingrey 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, Steve Thompson & Shon KingreyConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the last thing your customer experiences, 'the payment' became one of your biggest competitive advantages?In this episode of the Fixed Ops Roundtable, we sit down with Randy Modos, Co-Founder and President of PayJunction, for a conversation that goes way beyond credit card terminals and transaction fees. This is about friction, freedom of choice, and the future of fixed ops profitability, all without sacrificing CSI.Joined by Sarah Vantine, Randy and I unpack what a truly frictionless payment experience looks like today, for customers, advisors, controllers, and ownership alike. From text-to-pay and cards on file to no-code integrations and smart surcharging, this conversation hits at the heart of a problem every dealership feels… even if they haven’t fully named it yet.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:What “frictionless” really means, for customers and employeesWhy re-keying data is silently killing efficiency (and morale)How no-code payment integrations are giving dealerships back control and choiceThe truth about smart surcharging, and why it doesn’t hurt CSI when done rightHow customer-facing terminals eliminate confusion, compliance risk, and training fatigueWhy controllers care so deeply about payments (and why you should too)Real numbers: how dealers are saving six figures per rooftop annuallyThis isn’t theory. It’s practical, real-world insight from someone living at the intersection of technology, fixed ops, and dealership economics.Listen to the episode featuring Randy Modos 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, Randy ModosConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

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

What if one simple decision in your service drive could boost customer retention by nearly a third?That’s not a theory, that’s real data. And in this episode of the Fixed Ops Roundtable, I sit down with longtime friend of the show and industry heavyweight Rob Leary from BG Products to unpack a study that honestly stopped me in my tracks.We’re talking real VIN-level data. Real dealerships. Real results. And insights every fixed ops leader needs to hear as they plan for the road ahead.Rob breaks down the BG Service Retention Study, and more importantly, what it actually means for dealers today, not in a spreadsheet, but in the real world of service lanes, advisors, and customers who may or may not come back.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why BG analyzed data from 263 dealerships across virtually every OEM, and what stunned them when they saw the resultsHow customers who purchased BG services showed 29–32% higher retention than those who didn’tThe role digital menus, advisor consistency, and BG’s Lifetime Protection Plan play in keeping customers loyalHow BG’s Hyper BI reporting tool is helping dealers uncover hundreds of thousands of dollars in parts and labor liftWhy retention, not conquest, is the real profit multiplier (and what OEM and McKinsey data proves about it)How dealers should be thinking right now as they build their 2026 fixed ops strategyThis episode isn’t a sales pitch. It’s a data-backed conversation about why customers come back, what keeps them engaged, and how service departments can stop guessing and start executing with confidence.If you care about retention, profitability, and making smarter decisions backed by real numbers, this episode is for you.Listen to the episode featuring Rob Leary 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, Rob LearyConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if one of the easiest ways to protect your dealership’s future profit is something you’re already entitled to, but probably underutilizing?In this episode, I’m joined by my co-host Sarah Vantine and industry veteran Robert Wooden for a conversation that every fixed ops leader needs to hear, especially as we look ahead to 2026.Robert has spent nearly three decades living and breathing fixed operations, and in this episode, he pulls back the curtain on warranty uplift, why it matters more now than ever, why so many dealers leave money on the table, and how the landscape is shifting as vehicles become more complex, more electric, and more expensive to repair.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why warranty reimbursement isn’t just about dealer profit—but about people, pay plans, training, and retentionThe biggest mistakes dealers make when they try to handle warranty uplift internallyHow EVs and hybrid vehicles are changing the rules around labor, parts, and manufacturer pushbackWhat happens when a manufacturer pushes back—and why experience matters in those momentsWhy warranty uplift is one of the lowest-hanging profit opportunities heading into 2026How dealers can evaluate their opportunity with zero upfront riskThis is one of those conversations that feels practical, real, and immediately actionable. Just hard-earned insight from someone who’s been in the trenches, made the mistakes, fought the battles, and figured out how to win, without burning bridges.If you’re a fixed ops manager, service director, or GM who’s staring down this year’s forecast and wondering where the profit is going to come from… this episode might just change how you think about warranty forever.Listen to the episode featuring Robert Wooden 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, Robert WoodenConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What happens when car prices hit record highs, consumers feel the squeeze, and dealers are forced to play a smarter game, not a harder one?In this episode of The Fixed Ops Roundtable, Sarah Vantine sits down with Steve Greenfield, General Partner at Automotive Ventures, for a wide-ranging conversation about where automotive retail is really headed, and why fixed operations may be the most important lever dealers have right now.Steve brings a rare vantage point to the table. With nearly 50 early-stage investments across dealer-facing technology, he sees the future before most of us ever feel it. And in this conversation, he doesn’t hold back.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why dealers can’t control the economy, but they can control fixed opsHow rising vehicle prices, negative equity, and interest rates are reshaping consumer behaviorThe first real wave of AI hitting fixed operations (and why it’s starting with phone calls)How smarter scheduling, service videos, and automation are transforming the customer experienceWhat dealers can learn from companies like BusyCar, MoreCloud, and TruVideoWhy global pressure—especially from China’s automotive market—will change repair costs, loyalty, and profitabilityThe evolving role of the technician and why this might actually attract the next generationHow dealers should think about vendor selection without getting overwhelmed at events like NADAThis episode is packed with practical insights, real examples, and forward-looking ideas that matter right now, especially if you’re trying to future-proof your service department while everyone else is still chasing the front end.If you’re a dealer, operator, or industry leader wondering where to focus next, this is one of those conversations that helps you see the board more clearly.Listen to the episode featuring Steve Greenfield 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, Steve GreenfieldConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the biggest risk to your dealership isn’t what you don’t know… but what you’ve gotten used to overlooking?In this episode of the Fixed Ops Roundtable, Sarah Vantine and I sit down with our good friend Paul Elliott from Insurance Office of America (IOA), and let me tell you, this conversation goes way beyond “insurance talk.”Paul pulls back the curtain on what risk actually looks like inside today’s dealership. From mobile service fleets operating in customer driveways, to technicians recording MPI videos on their phones, to employees lifting tires the same way they’ve always done it (until one day, they can’t)—this episode is a wake-up call in the best possible way.And here’s the thing: none of this is about fear. It’s about awareness, protection, and leadership in a business that’s changing faster than most of us want to admit.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why insurance shouldn’t be a once-a-year renewal conversation—and what happens when it isHow evolving customer expectations (mobile service, off-site work, digital inspections) create brand-new exposures for dealersThe real role of risk management: protecting people first, profits secondHow technology (yes, even AI) is being used to prevent injuries—not punish peopleWhy the best dealer-broker relationships look more like partnerships than transactionsAnd Paul’s refreshingly honest take on compliance, consulting, and doing business the right wayThis episode isn’t about selling you a policy.It’s about helping you sleep better at night, knowing your people, your customers, and your assets are protected as your operation grows and evolves.If you’re a dealer, GM, fixed ops leader, or department head trying to future-proof your business heading into 2026—this is one of those episodes you don’t half-listen to.Hit play. Take notes. And ask yourself one simple question along the way:“Are we truly protected… or just hoping nothing goes wrong?”Listen to the episode featuring Paul Elliott 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, Paul ElliottConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the biggest opportunity in your fixed ops department isn’t working harder… but seeing clearer?In this episode of the Fixed Ops Roundtable, I’m joined by Pete Carusone, President & CEO of VisionAST, and Ed Roberts, COO of Bozard Ford Lincoln, for a real, no-nonsense conversation about why how we look at our numbers matters just as much as what we’re measuring.We dig into a hard truth many dealers don’t want to admit: most of us are still managing fixed operations in the rearview mirror. Monthly reports. Lagging indicators. Emotional decisions. And then wondering why nothing changes.This conversation challenges that thinking.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why real-time metrics beat monthly scorecards every single timeHow to avoid analysis paralysis by focusing on just 3–5 numbers that actually move the needleThe danger of running your department on emotion instead of dataHow visual dashboards can become powerful coaching and training toolsWhy “keeping score” fuels healthy competition and better performanceWhat mobile service profitability really looks like when you track it van by vanAnd how data helps you stop justifying results… and start improving themEd shares practical, boots-on-the-ground insights from Bozard Ford Lincoln, including how his team uses data to create accountability, uncover opportunity, and make smarter decisions today—not next month or next year. Pete breaks down how dealers can simplify the chaos, align their teams, and build momentum by making the numbers visible, relevant, and actionable.If you’re tired of reacting, guessing, or explaining away results—and you’re ready to lead your fixed ops department with clarity and confidence—this episode is for you.Listen to the episode featuring Pete Carusone & 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, Pete Carusone & Ed RobertsConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

If you think video MPIs are “just another tool,” this episode might completely change how you see fixed ops.In this episode, I sat down with Joe Shaker of TruVideo, alongside Sarah Vantine, and what unfolded was less about software… and more about human behavior. Trust. Transparency. Communication. The stuff we all talk about, but rarely execute at scale.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Joe isn’t just a vendor voice. He’s a dealer. And in classic Michael Cirillo–style truth-telling, this episode peels back the curtain on why video has quietly become table stakes in modern dealerships, and how the smartest operators are using it to drive real revenue, real retention, and real relationships.What we get into on this episode:Why transparency without execution is just marketing fluff, and how video finally closes that gapThe surprising stat that revealed dealers often aren’t even talking to the real decision-makerHow fixing communication (not workflows) can unlock massive gains in CSI, labor dollars, and trustThe role of AI-powered noise cancellation and sentiment analysis in solving problems before bad surveys and reviews happenHow dealers are using video quality—not just video quantity—as their next fixed ops growth leverPractical, real-world strategies for getting technicians on board, including incentives that actually workWhy video isn’t a “trend” anymore—it’s a language customers already speakThere are moments in this conversation where you can almost feel the lightbulb go on, especially when Joe explains how video doesn’t just build trust with customers, but also fixes broken trust inside the dealership itself. That alone is worth the listen.If you’re planning for the year ahead, questioning profitability, or wondering how to protect and grow your fixed ops foundation in uncertain times, this episode gives you clarity, direction, and a playbook grounded in real dealer results.Listen to the episode featuring Joe Shaker 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, Joe ShakerConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the biggest growth opportunity in your dealership isn’t on the showroom floor… but already sitting in your service drive?In this episode of the Fixed Ops Roundtable, I’m joined by Tej Soni, CEO of FrogData, alongside Sarah Vantine, for a conversation that quietly challenges how most dealers think about service, marketing, and growth.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:We get into Fixed Ops Velocity, not as a buzzword, but as a very real shift in how dealers attract, convert, and retain service customers in today’s market. From post-warranty behavior to online search intent, this episode connects dots most stores don’t even realize are disconnected.Tej shares how data is revealing blind spots in fixed ops marketing, why service departments are expected to perform without the same support as sales, and what happens when dealers stop guessing and start listening to what their data is actually telling them.This isn’t a “do more marketing” conversation.It’s a do the right things, at the right time, for the right customer conversation.If you’re rethinking your plans for the year ahead, or you’ve felt that service should be doing more but couldn’t quite pinpoint how, this episode will get you thinking differently.Listen to the episode featuring Tej Soni 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, Tej SoniConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

There are moments in this industry when you can almost see tomorrow walking toward you. This conversation, recorded at Northwood University’s International Auto Show and CAMS Industry Summit, is one of those moments.Ted Ings and Sarah Vantine sit with two respected voices in automotive. Ed Roberts, Chief Operating Officer at Bozard Ford Lincoln, and Maureen Martin, Vice President at Dynatron Software. What makes this episode truly compelling is how both of them responded to a single shared experience. Being surrounded by hundreds of articulate, driven and highly engaged students who are already shaping what the future of automotive will become.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:A surprising insight from Maureen about the one characteristic that predicts long-term success in both business and life, and why most people resist it.Ed’s candid reflection on a moment at Northwood that shifted his understanding of what “raw talent” really looks like today.A subtle but powerful theme that emerged from the panels, a theme none of them expected, but all agreed could redefine how dealerships build teams in the coming years.A real-time example of leadership behavior from the students themselves that left all four of us rethinking how the industry traditionally identifies potential.And perhaps most interesting… what inspired two seasoned veterans to say they felt “rejuvenated” after decades in the business.This episode is a reminder of why we love this business, who we do it for, and what’s possible when experience meets fresh perspective.Listen to the episode featuring Ed Roberts and Maureen Martin 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, Ed Roberts and Maureen MartinConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the most important conversations in fixed ops are the ones happening outside the service bay? In this episode, recorded at the CAMS Industry Summit at Northwood University, we sit down with two industry voices who bring fresh clarity to where the business is headed: Curtis Gardner, Technician Extraordinaire, and David Reinicke, President of Automotive Warranty Network.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:This conversation opens a window into the technician experience, the realities of warranty work, and the rapid changes shaping the service department. Curtis shares what he discovered at Northwood and why the future for technicians may look different than most expect. David offers a straightforward look at the growing gaps in warranty processes and why documentation can make or break accuracy and pay. Together, they reveal how AI is beginning to influence diagnosis, communication, and workflow in ways that are already happening in today’s shops.If you work in fixed ops or lead a team that depends on it, this episode gives you a thoughtful, honest look at the shifts coming your way and the opportunities they create.Listen to the episode featuring Curtis Gardner & David Reinicke 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, Curtis Gardner & David ReinickeConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the biggest threat to your dealership wasn’t the economy, the OEM, or even EV adoption… but the opportunities you’re not seeing yet?Today on the Fixed Ops Roundtable, we’re coming to you from the CAMS Industry Summit at Northwood University with someone who never fails to shake the room. I’m sitting down with Brian Benstock of Paragon Honda, alongside the always brilliant Sarah Vantine, and Brian just finished delivering one of the most energizing keynotes of the entire summit.This conversation will change the way you think about Fixed Ops, students entering the industry, and the future of service.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Brian breaks down the real story behind all the chaos in the world and why the data tells a very different, very encouraging truth about our business right now. We get into: Why today’s market conditions are actually setting up the biggest Fixed Ops opportunity of the next decade The real competitor dealerships are overlooking How pickup and delivery became Paragon’s unfair advantage The math that opened everyone’s eyes The message he delivered to students worried about AI replacing them A major new collaboration between Paragon and NorthwoodLeadership development, cross-pollination, and creating the industry’s next generation of leaders.This episode is a front-row seat to how one of the industry’s most influential fixed ops leaders thinks about opportunity, innovation, and the future.If you’ve been looking for a conversation that sparks new ideas, challenges your assumptions, and gives you a reason to get fired up about the next few years… this is the one to hit play on.Listen to the episode featuring Brian Benstock 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, Brian BenstockConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

If you’ve ever wondered what happens when the automotive industry’s brightest thinkers sit down in one room, buckle up. This conversation feels like stepping into the control room of a rocket that’s already taking off.In this episode, joining the conversation are two heavy hitters who are right at the center of that momentum: Mike Cavanaugh of Lithia and Driveway and Dr. Matt Bennett of Northwood University.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:You’ll hear why the CAMS Industry Summit has quickly become Northwood’s Super Bowl. Matt breaks down the original vision behind bringing industry and education together, and why this bridge matters more now than ever. Mike gives us a behind the scenes look at Lithia’s DART program, career development pipelines, and what it really feels like to work inside the world’s largest automotive group. He calls it holding onto a rocket ship for a reason.We dive into the power of partnerships, why friendships beat transactions every time, and how a simple alignment of values can create programs that shift entire career paths. You’ll get an inside look at the evolution of Northwood’s automotive executive MBA, the leaders who helped build it, and the global impact this program is already making. There’s talk of legacy, of leadership, of passing the torch to the next wave of innovators who will shape mobility for decades to come.If you're in automotive today and want to understand where the industry is heading, this is the conversation you listen to. If you're a leader, educator, or aspiring professional, this gives you a front row seat to the people designing the future. And if you're simply someone who loves seeing what happens when collaboration becomes the catalyst, you’re going to want to hit play.Listen to the episode featuring Mike Cavanaugh and Dr Matt Bennett 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, Mike Cavanaugh and Dr Matt BennettConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What happens when you mix the next generation of automotive leaders with a campus that breathes innovation and free enterprise?You get something electric.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:In this episode of the Fixed Ops Roundtable, I sit down with CDK Global’s Mike Stoll, alongside Sarah Vantine, from the heart of Northwood University during the International Auto Show, and let me tell you, the energy here is contagious.Mike shares how CDK is helping shape the future of Fixed Ops by mentoring and empowering students who are already asking the right questions — questions about what consumers actually want, how to make dealership service experiences simpler, and how to bring genuine hospitality into the car business.We talk about the Fixed Operations class Mike leads, why he keeps driving hours just to spend time with these students, and what it’s really like to build a pipeline of passionate young professionals who are ready to rethink how dealerships operate from the inside out.There’s something truly special happening at Northwood, an entrepreneurial spark that’s redefining what it means to serve customers, lead with integrity, and innovate for the future of automotive.If you’ve ever wondered how we can attract, train, and retain the next generation of talent who care deeply about people, this episode is your sign to hit play.Because as Mike says, “Our best is yet to come.”Listen to the episode featuring Mike Stoll 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, Mike StollConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the future of automotive doesn’t depend on AI—but on how humans learn to work with it?That’s exactly what we dive into in this episode of the Fixed Ops Roundtable, recorded live at the Northwood University International Auto Show. Ted Ings and Sarah Vantine sit down with Cobi Collins of Go Trego, a leader who’s helping the industry rethink what it means to find, train, and retain top talent in a tech-driven world.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Cobi brings powerful insight into how dealerships can uncover the right people for the right roles, and why not everyone is built to be a GM (and that’s okay). You’ll hear how Go Trego’s data-driven approach is helping educators and dealers close skills gaps before students even graduate, giving them a head start in the real world.We also talk about the human side of technology, why people, not machines, will continue to drive automotive forward, and how creating an environment where talent and innovation work together is the real competitive edge.If you’ve ever wondered how to future-proof your dealership’s people strategy, or what it really takes to attract next-generation talent, this conversation will open your eyes to what’s coming next.🎧 Hit play to hear how Go Trego is changing the way the industry thinks about people, progress, and purpose.Listen to the episode featuring Cobi Collins 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, Cobi CollinsConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What happens when education and industry come together to shape the future of automotive leadership?In this episode we sit down with Jennifer Ness of Cox Automotive—a powerhouse conversation about partnership, purpose, and the people driving change in our industry.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Jennifer pulls back the curtain on Cox Automotive’s 20+ year relationship with Northwood University, sharing how hands-on education, real-world technology, and mentorship are preparing the next generation of automotive leaders. From the Cox Automotive Solutions Lab to internship programs that turn into full-time careers, this episode dives deep into how companies and universities can work together to fuel talent and innovation.Vanessa offers a student’s perspective, sharing how engagement from companies like Cox Automotive changes everything for young professionals discovering their place in this industry. And yes, there’s even a touching moment as Jennifer beams with pride talking about her daughter Katrina, a Northwood grad and leader who’s blazing her own trail in automotive.If you’ve ever wondered how to build genuine connections that open doors, or what it really takes to develop future-ready talent in the dealership world—this one’s for you.🎧 Tune in to hear:The story behind Cox Automotive’s deep investment in Northwood Universityal-world education creates confident, career-ready graduatesWhy relationships are the real engine of success in our industryAnd the inspiring journey of students who became leaders through mentorshipThis is more than a conversation about business—it’s about legacy, community, and the next generation who will define the future of automotive.Listen to the episode featuring Jennifer Ness 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, Jennifer Ness Connect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if your customers never had to step foot in your dealership again, and still loved you for it?That’s exactly what my guest, Clint Curtis, Founder and CEO of Zapmoto, is proving across the country. In this episode recorded live from Mike Calvert Toyota in Houston, Texas, we explore how Zapmoto is transforming pickup and delivery into one of the biggest customer satisfaction and retention opportunities in automotive today.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Clint shares how his team helps dealerships roll out seamless remote experiences, from providing vetted, insured drivers to integrating directly with your DMS for data-driven scheduling and communication. We also dig into:Why “convenience is kindness” might just be the new foundation of loyalty.How Zapmoto’s transparency model lets customers track their vehicles like a DoorDash delivery.The unexpected impact of removing customers from the lounge and how it lifts RO dollars by up to 50%.What every dealer can learn from the on-demand economy (and how to make it work for fixed ops).Clint’s passion for innovation, combined with his approach to dealership operations, makes this a must-listen for any leader looking to future-proof their service department and create experiences customers actually rave about.If you’ve ever wondered how to deliver the Amazon-level convenience your customers expect, without breaking your processes, this episode is your blueprint.Listen to the episode featuring Clint Curtis 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, Clint CurtisConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if you could turn every service appointment into a potential car sale… automatically?In this episode, I sit down with Matthew Wilmsen of Affinitiv at Mike Calvert Toyota in Houston, Texas, and let’s just say, this conversation will make you rethink how your dealership uses data, AI, and marketing under one roof.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:We dive into the real-world applications of artificial intelligence and machine learning in fixed ops, not as buzzwords, but as business tools that actually move the needle. Matthew breaks down how Affinitiv helps dealers cut vendor clutter, save real money, and communicate smarter with customers through personalized, behavior-driven messaging.You’ll hear how: AI can predict when your customers need service, even if they haven’t been back in months. Machine learning can switch up communication automatically, from email to mail to increase engagement. Dealer teams can identify exactly which 20 customers in the service lane are most likely to trade in today. Consolidating vendors into one connected platform can unlock a smoother, more profitable workflow across departments.Matthew also shares how Affinitiv’s tools help dealers not only retain customers but build long-term loyalty by uniting the fixed and variable sides of the business, something most stores are still trying to figure out.If you’ve ever felt like your marketing is “busy” but not effective, or that your tech stack is more complicated than it should be… this episode will show you what the next evolution of dealership marketing really looks like.👉 Hit play to find out how AI is reshaping the service drive, and why those who embrace it now will lead the next decade of retail automotive.Listen to the episode featuring Matthew Wilmsen 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, Matthew WilmsenConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the car you just sold still remembers the last owner’s life?Their texts. Their contacts. Even their credit card.Yeah, that’s happening more often than you think.In this episode, I sit down with Merry Marwig, VP of Marketing at Privacy4Cars, live from Rohrman Automotive Group in Schaumburg, Illinois, to talk about one of the most overlooked (and fast-growing) challenges in automotive retail: data privacy inside vehicles.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:We explore what actually happens to personal data when a car changes hands, from trade-ins and loaners to rentals and EVs, and the eye-opening risks that come with connected car technology. Merry shares some shocking real-life stories (including one where a driver unknowingly charged someone else’s credit card just by plugging in their EV), and we unpack what dealers can actually do to protect their customers, and themselves, from these privacy pitfalls.You’ll also learn how new state laws like New Jersey’s are forcing dealerships to adapt, how dealers across the country are turning data deletion into a revenue and marketing advantage, and why privacy might just become the next customer satisfaction battleground.If you’ve ever wondered what happens to all the data we leave behind in our cars, or how your dealership can get ahead of this new wave of compliance and trust, this episode will change the way you look at vehicle turn-ins forever.Listen to the episode featuring Merry Marwig 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, Merry MarwigConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Ever notice how dealers don’t think about payment solutions until there’s a problem?That’s where things can get messy.In this episode, my guest is Sandy Nyiri of Dealer Pay at the Rohrman Automotive Group in Schaumburg, Illinois.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:What makes a dealership-specific payment platform different from just another processor.Why integration with your DMS isn’t optional anymore.What a “good install” actually looks like.The kind of real, human support that can make or break your dealership’s cash flow and customer experience.Sandy also shares why Dealer Pay shows up in person during installs, training employees department by department so the system actually works in the real world, not just on paper.If you’ve ever been bounced around by generic customer service and left without a solution for days, you’ll understand exactly why this conversation matters.This is more than just about payments. It’s about delivering a seamless, trustworthy experience for both your employees and your customers.Listen to the episode featuring Sandy Nyiri 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, Sandy NyiriConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode, my guest is Kaylee Felio, Sales and Marketing Manager at PartsEdge, joining us from the Snell Motor Companies in Dallas, Texas.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Kaylee and I talk about why parts managers are so critical to a dealership’s success but often left out of the bigger leadership conversations. She shares why supporting new managers is more important than ever, especially as many seasoned leaders are retiring, and how PartsEdge is helping fill that gap.You’ll hear real stories from dealerships, including how long-term partnerships with PartsEdge have helped parts departments run stronger, and why inventory management in parts is every bit as important as used car inventory.If you’ve ever wondered what makes a parts department thrive, or why some struggle, this conversation will give you a clear picture. Kaylee has a way of making complex challenges simple to understand and practical to act on.Listen to the episode featuring Kaylee Felio 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, Kaylee FelioConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the way you manage your fleet could flip from being a cost center to a profit center?In this episode I’m joined by Shawn Concannon, President of TSD Mobility by Reynolds and Reynolds, and Ed Roberts of Bozard Ford Lincoln. Katrina Ness and Sarah Vantine sat down with them live at the Reynolds and Reynolds Amplify event in Dallas to talk about a part of fixed ops that doesn’t always get the spotlight: fleet management.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:How AI is reshaping fleet management, from damage detection to real-time transparency with customers.Why putting the wrong person in charge of your fleet can cost you millions—and what happens when you hire the right leader.How Bozard Ford Lincoln turned their loaner and rental operation into a profit center by rethinking accountability and utilization.Where TSD Mobility is headed next and why dealerships should pay attention now.This isn’t just about cars, contracts, or technology. It’s about transforming one of the most overlooked areas of fixed ops into a strategic advantage that directly impacts customer trust, efficiency, and profitability.Listen to the episode featuring Shawn Concannon & 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, Shawn Concannon & Ed RobertsConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode my guests are Ashleigh Norton, VP of Marketing at Blink AI, and Ken Mauldin, Director, Platform Fixed Operations at Snell Motor Companies. Katrina and I sat down with them inside Snell’s stunning Dallas facility to talk about something every dealership wrestles with: how to keep operations efficient without burning out your people or frustrating customers.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:We dig into why the right integrations aren’t just about saving time—they affect everything from advisor morale to customer satisfaction. Ken shares what he looks for in a tech partner (and what he’ll never tolerate), while Ashleigh pulls back the curtain on how AI is already changing the service drive in ways that reduce the busywork and free people up to do their best work.You’ll hear practical examples of how small steps with AI can take pressure off your BDC, how the wrong systems can quietly eat away at efficiency, and why choosing the right partner matters more than chasing the newest tool.If you’ve been curious about where AI really fits in fixed ops—or you’re tired of hearing the hype without the reality—this episode will give you grounded insights from the people who are living it every day.Listen to the episode featuring Ashleigh Norton & Ken Mauldin  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, Ashleigh Norton & Ken MauldinConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode my guest is Mickey Quinn, President of Vanguard Dealer Services, joining Sarah Vantine and me at Uber’s headquarters in New York City.Mickey has spent more than 35 years in the F&I space, and he brings a perspective that challenges the way many dealers think about customer loyalty. We talk about how authenticity, sincerity, and empathy can completely change the way customers experience the F&I office, and why those qualities matter more today than ever.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why the F&I department is where customer retention really begins.How training and education can transform business managers from “paint-by-numbers” into trusted advisors.The overlooked role of service contracts in keeping customers coming back to your store.And what Mickey calls the “real war” for control of the customer—OEMs vs. franchise dealers.Mickey doesn’t hold back. From repeat and referral strategies to the future of dealer services, he gives us a candid look at what it takes to win with today’s customers.If you want practical ideas on how F&I, service, and sales can work together to strengthen repeat and referral business, this episode is worth your time.Listen to the episode featuring Mickey Quinn 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, Mickey QuinnConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if the future of your dealership didn’t just rely on humans or AI, but the two working together in ways we’ve never seen before?In this episode my co-host Sarah Vantine and I sit down at Uber’s World Headquarters in New York City with Tim Mullins, Chief Market Transformation Officer at Capital One. Together, we explore how technology is rewriting the customer experience in dealerships without losing the human touch that matters most.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why AI is moving past simple prompts to a system that thinks and responds like a human.How Capital One’s Chat Concierge is already giving dealers an edge by remembering context and carrying conversations forward.What this means for the future of customer experience, from online research to walking into the showroom.Why the best strategy isn’t replacing people, but empowering them with AI tools that make every interaction smoother, faster, and more human.Tim doesn’t sugarcoat it, dealers who lean into AI today are setting themselves up to win tomorrow. And for those still on the fence, this conversation makes it clear why waiting could mean getting left behind.If you’ve ever wondered where AI is really taking the industry and how it ties directly into your dealership’s future, this is the episode you don’t want to miss.Listen to the episode featuring Tim Mullins 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, Tim MullinsConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode, my guest is Christie Wilson from Uber for Business, and we sat down together at Uber’s headquarters in New York City to talk about how Uber is reshaping customer transportation in automotive.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Why “courtesy rides” are no longer just about shuttles or costly loaner fleetsHow Uber for Business is helping dealerships cut costs while actually improving customer satisfactionThe hidden expenses of shuttles that nobody really talks about (and how dealerships can free themselves from them)A behind-the-scenes look at new integrations and tools Uber is rolling out for the auto industryChristie shares what’s working, what dealerships are getting wrong, and why customers ultimately care more about speed and convenience than whether they’re put in a shuttle or given a loaner.If you’ve ever wondered how to simplify fixed ops logistics while creating a smoother customer experience, this is a conversation you’ll want to lean into.Listen to the episode featuring Christie Wilson 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, Christie WilsonConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode, I’m joined by Christopher Walsh, President and Acting CEO at Reynolds and Reynolds — a man who’s spent 38 years inside the walls of one of the automotive industry’s most influential companies. From starting in customer support to now steering the entire ship, Chris has seen every side of the business… and he’s not slowing down.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:We talk about the leadership style that’s guided him, and how a single dealership meeting in New Jersey sparked a program that’s now helping dealers across the country get more value from the tools they already have. Chris also shares how Reynolds is building AI into their products in a way that actually helps dealers — from Spark AI to their new robotics initiative that’s speeding up parts delivery to techs in the service bay.You’ll hear:How connecting online and in-store shoppers can create one seamless experienceWhy e-contracting could mean the difference between waiting days for funding… or just hoursHow combining multiple data sources into one view changes how you market to customersWhat it takes to remove the roadblocks that slow down both your team and your customersChris isn’t just talking about change, he’s showing how one of the industry’s oldest names is making moves to stay ahead of it. If you want to see where dealerships could be headed next and how technology might actually make the experience more human, this conversation is worth every minute. Listen to the episode featuring Christopher Walsh 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, Christopher WalshConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode, my guest is Marco Zwanenburg, Aftersales Consultant, mentor to technicians, and someone who's spent over 30 years in the service bay trenches—and lived to tell the tale. We sat down live from Uber HQ at Three World Trade Center with Sarah Vantine and a room full of fixed ops pros to talk about a subject that’s hot, a little uncomfortable, and 100% necessary: the technician “shortage.”But here’s the twist—Marco doesn’t believe we have a technician shortage. He thinks we have a management problem.👉 Register for the upcoming Fixed Ops Roundtable EvenWhat we discuss in this episode:Why techs are leaving dealerships (and what other trades are doing better)What it really takes to retain and value your techniciansHow Marco went from being a top-performing tech to a sought-after consultant coaching dealers on how to stop bleeding talentWhat he can spot in 10 minutes at your service center that’s killing efficiencyMarco also opens up about a personal tragedy that reshaped his life, and how that moment pushed him to step up, speak out, and help others finally get it right.If you’re tired of the same old lip service and ready for real, brass-tacks insight that could actually move the needle in your shop, this conversation is for you.Listen to the episode featuring Marco Zwanenburg 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, Marco ZwanenburgConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode, my guest is Ibrahim Mesbah, Co-Founder and CEO at RevolutionParts.We caught up at Uber’s NYC headquarters to talk about something most dealerships overlook—the real power sitting inside the parts department.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Ibrahim shares how a casual poker conversation led him to build one of the leading e-commerce platforms for dealership parts. We get into the lessons he’s learned working with over 2,500 dealerships, and how RevolutionParts has helped generate more than $4.25 billion in parts sales (and counting).What you'll get from this episode:Why parts is the most undervalued revenue engine in the storeHow to rethink delivery and fulfillment—especially when your customers are waitingThe numbers behind dealership collaboration and drop-shippingWhat it takes to market a $60 part profitablyWhy it’s time to stop thinking of the dealership down the road as your competitionIf you’ve been wondering how to make fixed ops more profitable—or how to get your parts team thinking like marketers—this conversation is packed with ideas worth trying.Listen to the episode featuring Ibrahim Mesbah 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, Ibrahim MesbahConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

What if one change in your service process could boost customer retention by 29%?That’s not a hypothetical. That’s what BG Products uncovered, and in this episode, Rob Leary, Director of Sales at BG, joins us to unpack exactly how.We’re coming to you from Uber’s World Headquarters in New York City. Sarah Vantine and I sit down with Rob for a powerful conversation about how BG’s data-driven approach is helping dealers retain customers far beyond warranty expiration. We're talking about real numbers, real systems, and real results.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:The surprising results of BG’s latest service retention study (and what 263 dealerships taught them)Why retention isn’t just a nice-to-have—it's the bottom-line game changerHow BG’s proprietary Lifetime Protection Plan and Smart VMA platform are changing the way dealerships follow up and bring customers backWhy both Ford and GM are betting big on BG for their fuel programs and what that means for your shopThe impact of BG’s in-dealership support model (800+ reps!) and how it blows past what OEMs and third parties are doingPlus: BG’s quiet giant—its warranty analysis service, already helping dealers add six figures annually in parts and laborAnd yeah… Rob casually drops that BG now owns its own shipping company to support faster, more reliable distribution. That’s the level of commitment we’re talking about.If you’re in fixed ops or dealership leadership, this one’s a no-brainer. The insights here are practical, tactical, and tested. Hit play and find out how to become the service department your customers actually want to return to.Listen to the episode featuring Rob Leary 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, Rob LearyConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode, my guest is Scott Davis, Founder of Volie, and we’re talking about what most dealers are missing when it comes to inbound calls.We’ve all heard about outbound strategies and BDC hustle—but what about the people calling you ready to do business? That’s the focus here. Scott breaks down what he’s seeing across high-performing stores and shares simple, practical ways to boost inbound conversion without needing a bigger team.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:The three numbers every BDC manager should be tracking dailyWhat “Two No’s and a Go” means—and why it worksHow to handle price objections without losing the appointmentWhy confirmation calls still matter (a lot)The real reason your agents aren’t converting, and what to do about itThere’s a reason Scott’s name keeps coming up in fixed ops circles. He knows his stuff—and in this conversation, he lays it all out in plain English with zero fluff. If you’re trying to tighten up your processes, improve show rates, and actually measure what matters, this one’s worth your time.Listen to the episode featuring Scott Davis 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, Scott DavisConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode, I sit down with Brett Sutherlin from Sutherlin Automotive Group for a powerful conversation about what’s actually working in today’s dealerships.Brett pulls back the curtain on how his team is flipping the script—turning service drives into high-trust buying opportunities, building custom software to appraise every car that rolls into the service bay, and creating a culture where turnover is the exception, not the rule.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:How to seamlessly buy cars from your own service customers without creating frictionWhy service advisors (not salespeople) are the secret weapon for vehicle acquisitionThe dealership mistake that pushes customers away without you even realizing itHow Brett’s team cut turnover to a fraction of the industry average by building people-first management trainingWhy ignoring your fixed ops team is quietly costing you more than you thinkThe future of technicians: why your next great tech might look more like a software engineer than a grease monkeyThis isn’t just a conversation about surviving market shifts—it’s about building something that actually thrives through them.Listen to the episode featuring Brett Sutherlin 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, Brett SutherlinConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

In this episode of the Fixed Ops Roundtable, Sarah Vantine sits down with Andrew Wright, Managing Partner at Vinart Dealerships, to pull back the curtain on what’s really happening behind the scenes—from navigating tariff uncertainties to solving the growing technician crisis.We talk about how tariffs could shake things up, how technician shortages are forcing dealers to think differently, and why fixing the service scheduling problem is way harder than most people think. Andrew also shares how his team is growing their own technicians from scratch and why better processes—not just hiring more people—are key to keeping customers happy.👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:The unexpected strategy that’s helping Andrew’s team keep technicians longer (and grow their own).How today’s complex vehicles are turning technicians into computer scientists.Why service scheduling is still a massive headache for most dealers—and what Andrew’s team is doing about it.Plus, the simple process change that’s already transforming the customer experience at his stores.If you’ve ever asked, "How can we speed up service without burning out our people?"—this episode has something for you.Hit play and let’s dig into what’s working, what’s not, and how we can move the needle for our customers and our teams.Listen to the episode featuring Andrew Wright 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, Andrew WrightConnect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement