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.

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What we discuss in this episode:

• Why hospitality is not a “nice-to-have,” but a performance multiplier
• How most dealerships unintentionally turn service managers into the most expensive porters in the building
• The hidden cost of 300–400% turnover in hourly roles, and how to fix it
• Joel’s 3% hiring philosophy and why standards matter more than speed
• How investing slightly more in hourly employees unlocks massive ROI
• A fascinating new approach to vehicle acquisition through the service drive, without salespeople swarming customers
• Why valets are the true bookends of the dealership experience
• And how taking care of “the little guys” builds your next generation of advisors, managers, and leaders

There 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!

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

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

Thanks, Joel Furno & Ed Roberts

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Ted Ings on LinkedIn
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