エピソード

  • Episode 104 - Your Dealership Is Losing Customers for the Dumbest Reasons!

    Episode 104 - Your Dealership Is Losing Customers for the Dumbest Reasons!
    2026/11/12
    **Your Dealership Is Losing Customers for the Dumbest Reasons!** Everybody wants better customer retention, but are dealerships overlooking the simplest ways to keep customers coming back? On this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers discuss why customer loyalty isn't built with the latest technology or shiny new programs. It starts with doing the basics right, making service convenient, and showing customers you actually want their business. From scheduling the first service appointment and offering mobile service to handling customer complaints without turning everything into an argument, Steve and Dave share real-world examples of how dealerships either earn loyalty or drive customers away. Plus, why spending a couple hundred dollars to do the right thing could be worth thousands in future business, and why taking care of your employees is just as important as taking care of your customers. **Customer retention isn't complicated. But you have to give people a reason to come back!**
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    22 分
  • Episode 103 - I've Officially Given Up on Customer Service!

    Episode 103 - I've Officially Given Up on Customer Service!
    2026/11/10
    Steve Shaw has officially had enough! After another frustrating customer service experience, he's decided the secret to happiness is lowering his expectations. Dave Rogers thinks he might be onto something! On this episode of Fixed Ops Focus, Steve and Dave take a hilarious but revealing look at declining customer service standards, dealerships that can't get the basics right, and why customers are increasingly willing to take their business elsewhere. From luxury airport lounges and disappointing dealership experiences to express oil changes, pickup and delivery services, and the growing threat of Amazon and Carvana, the guys ask one simple question: Why is good customer service so damn hard to find? Plus, Dave shares why dealership managers need to wake up, mystery shop their own stores, and start delivering the experience customers deserve. Sometimes being better than the competition isn't complicated. You just have to give a damn!
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    17 分
  • Episode 102 - We Mystery Shopped 30 Dealerships. The Results Were Embarrassing!

    Episode 102 - We Mystery Shopped 30 Dealerships. The Results Were Embarrassing!
    2026/11/05
    **We Mystery Shopped 30 Dealerships. The Results Were Embarrassing!** What happens when you mystery shop your own dealerships? You might not like what you discover! On this episode of Fixed Ops Focus, Dave Rogers shares how a simple customer question led to a mystery shopping exercise across 30 dealerships. The results? Approximately 80% weren't even sending service appointment confirmations! Steve Shaw and Dave discuss why dealerships continue to overlook basic customer service processes, from appointment scheduling and follow-ups to employee training and accountability. Plus, Dave shares an interesting experience at a tire shop, and Steve talks about his own frustrating airport customer service experience. Sometimes improving your dealership isn't about doing something new. It's about actually doing the things you're supposed to be doing!
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    22 分
  • Episode 101 - Your Dealership's Service Process Might Be the Real Problem!

    Episode 101 - Your Dealership's Service Process Might Be the Real Problem!
    2026/11/03
    Your Dealership's Service Process Might Be the Real Problem! What if better service sales started with a better customer greeting? On this episode of Fixed Ops Focus, Steve Shaw shares what happened during a recent TO (turnover) training session that turned into a bigger conversation about dealership processes, leadership, and coaching. Steve and Dave Rogers discuss when managers should step in to help close a sale, why advisors need better training instead of someone constantly taking over, and how small improvements in the customer experience can make a big difference. Plus, Steve shares a frustrating customer service experience and explains why every dealership should consider mystery shopping its own service department.
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    21 分
  • Episode 100 - 100 Episodes Later… We're Still Fixing the Car Business!

    Episode 100 - 100 Episodes Later… We're Still Fixing the Car Business!
    2026/10/27
    We've officially hit 100 episodes of Fixed Ops Focus! To celebrate, Steve Shaw and Dave Rogers look back at some of their favorite moments, conversations, and lessons from the first 100 episodes. From dealership leadership and customer service to technician challenges, training, and the everyday craziness of the car business, we've covered a lot of ground! A huge thank you to our guests, listeners, and everyone who's supported us along the way. Here's to the next 100 episodes of Fixed Ops Focus!
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    21 分
  • Episode 97 - A Hotel Janitor Did What Most Car Dealerships Can't

    Episode 97 - A Hotel Janitor Did What Most Car Dealerships Can't
    2026/10/22
    A hotel janitor in Las Vegas delivered better customer service than most car dealerships. Seriously! In this episode of Fixed Ops Focus, Dave Rogers shares an unexpected WOW moment at the Fontainebleau Hotel that raises a big question: Why are dealerships settling for customer service that's just “fine”? Steve Shaw also shares how a local CDJR dealership went above and beyond to resolve problems with his Jeep Wagoneer. Join Steve and Dave as they discuss what the automotive industry can learn from other businesses, why average service isn't good enough, and what it really takes to create an experience customers remember.
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    22 分
  • Episode 99 - My Uber Driver's Story Made Me Rethink Everything

    Episode 99 - My Uber Driver's Story Made Me Rethink Everything
    2026/10/21
    What started as a two-hour Uber ride from Dallas to Waco turned into a story Steve Shaw will never forget. Steve shares his driver's incredible journey from Cuba to the United States, including crossing the dangerous Darién Gap, and how that conversation changed his perspective on hard work and opportunity. Dave Rogers and Steve also discuss work ethic, dealership profitability, service pricing, and why sometimes the best lessons come from the most unexpected places. It's a different kind of Fixed Ops Focus episode, but one worth hearing.
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    23 分
  • Episode 98 - Can Triage Solve the Technician Shortage?

    Episode 98 - Can Triage Solve the Technician Shortage?
    2026/10/21
    Can triage help solve the technician shortage? On this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers tackle one of the hottest topics in automotive service: triage. With skilled technicians harder to find, could a better triage process improve shop efficiency, make better use of experienced technicians, and create new career paths within the service department? Steve and Dave discuss why everyone is talking about triage, what it means for dealerships, and whether it could be part of the solution to one of the industry's biggest challenges. Is your dealership using triage, or are you still doing things the old-fashioned way?
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    20 分