エピソード

  • Episode 92 - He Started in a Call Center — Now He Runs Fixed Ops | Marcello Gloria

    Episode 92 - He Started in a Call Center — Now He Runs Fixed Ops | Marcello Gloria
    2026/09/24
    In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers sit down with Marcello Gloria, Fixed Operations Manager at Empire Auto Group, to talk about his journey from a CDK call center to leading Fixed Ops. Marcello shares how staying hungry, constantly learning, improving processes, and always doing the right thing for the customer helped shape his career. Never stop learning — no matter how far you climb.
    続きを読む 一部表示
    33 分
  • Episode 91 - Whatever Happened to GREAT Customer Service?

    Episode 91 - Whatever Happened to GREAT Customer Service?
    2026/09/23
    In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers ask a simple question: Where did the WOW go? Customer service isn’t what it used to be, and dealerships aren’t immune. Steve and Dave dig into why service standards have slipped, how management’s attitude affects the entire team, and why “good enough” has become acceptable. If dealerships want to stand out again, it may be time to stop settling for average and bring the WOW back.
    続きを読む 一部表示
    21 分
  • Episode 90 - Stop Calling Them “Just a Tech” | Carm Capriotto

    Episode 90 - Stop Calling Them “Just a Tech” | Carm Capriotto
    2026/09/17
    In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers sit down with Carm Capriotto, host of Remarkable Results Radio, to discuss The Rise of the Specialist and why it’s time to change how the automotive industry talks about technicians. From eliminating phrases like “just a tech” to elevating the skill, professionalism, and value of the people who fix the cars, this is a conversation about respecting the profession and building its future.
    続きを読む 一部表示
    43 分
  • Episode 89 - Your Advisors Aren’t Selling Maintenance — Here’s Why

    Episode 89 - Your Advisors Aren’t Selling Maintenance — Here’s Why
    2026/09/14
    Steve Shaw and Dave Rogers tackle one of the biggest missed opportunities in the service drive: scheduled maintenance. Why are services listed right in the owner’s manual going unsold every day? The answer may have less to do with your advisors and more to do with management, expectations, and accountability. If your maintenance numbers are soft, it might be time to stop blaming the drive and start looking at leadership.
    続きを読む 一部表示
    22 分
  • Episode 88 - Real Men of Genius: Mr 10:06 On A Saturday Night Thank You Call

    Episode 88 - Real Men of Genius: Mr 10:06 On A Saturday Night Thank You Call
    2026/09/10
    It takes a special kind of genius to call a customer at 10:06 PM on a Saturday night. In Episode 88 of Fixed Ops Focus, Steve Shaw and Dave Rogers are back on one of their favorite subjects: customer retention. But first, Steve has a story you really can't make up. Two weeks after buying a vehicle from a CDJR dealership, Steve's phone rings at 10:06 PM on a Saturday. It's the sales manager. Why? To tell Steve what a great job HE did buying the car. Here's to you, sir.
    続きを読む 一部表示
    21 分
  • Episode 86 - Stop Doing Annual Employee Reviews — They Don’t Work

    Episode 86 - Stop Doing Annual Employee Reviews — They Don’t Work
    2026/09/03
    Steve Shaw and Dave Rogers make the case that once-a-year feedback simply doesn’t work anymore. As Steve puts it: “Pat me on the back every day, or I’m going away.” Employees want to know how they’re doing right now — not eleven months from now in an awkward meeting with a manager and a piece of paper. And there’s another problem in our business: we're pretty damn good at telling people when they screw something up. But when they do something right? Sometimes they hear absolutely nothing. Steve and Dave talk about replacing the annual-review mentality with regular, honest conversations — the good AND the bad — so employees always know where they stand.
    続きを読む 一部表示
    24 分
  • Episode 85 - Want Customers for Life? Give Them a Warranty for Life

    Episode 85 - Want Customers for Life? Give Them a Warranty for Life
    2026/09/01
    Want customers for life? Start giving them reasons to come back. In Episode 85 of Fixed Ops Focus, Steve Shaw and Dave Rogers dig into customer retention through lifetime warranties — and why keeping customers may be a lot simpler than dealerships make it. The philosophy is pretty straightforward: Make it easy for the customer.
    続きを読む 一部表示
    22 分
  • Episode 84 - He Built His Own AI Scheduling Tool — And Gross Profit Took Off

    Episode 84 - He Built His Own AI Scheduling Tool — And Gross Profit Took Off
    2026/08/30
    What happens when a Fixed Ops Director gets tired of the way service scheduling works? He builds something better. Steve Shaw and Dave Rogers sit down with Jimmy Powell, Fixed Operations Director of Horne Auto Group, for a conversation about AI, scheduling, profitability, and what happens when a dealership operator decides to build his own solutions. Jimmy developed Bay Sync, a scheduling platform pioneered inside his own dealerships. The goal: create a smarter way to schedule work around the realities of the service department — technician capacity, workflow, and ultimately profitability.
    続きを読む 一部表示
    59 分