FWRD: An EasyCare Podcast

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Welcome to FWRD: An EasyCare Podcast, your go-to resource for mastering dealership operations, hosted by Corey Smith and Erick Jauregui. With extensive backgrounds as a training professionals, each episode delves deep into the automotive, powersports, RV, and marine industries. FWRD brings expert guests to the table, sharing invaluable insights and strategies for success. From optimizing sales techniques to navigating industry trends, FWRD equips you with the knowledge and tools needed to thrive. Tune in to FWRD and stay ahead of the curve.

  1. 5 MAY

    How Better Communication Improves Service Performance with Bernie DeGraw

    In the latest episode of FWRD, Erick Jauregui speaks with Bernie DeGraw, a senior education developer for MRAA. They discuss the evolution of customer expectations in the marine service industry, emphasizing the significant gap in service compared to sales. Bernie highlights the importance of communication skills and education for service managers and advisors, noting that these roles must improve customer interactions to enhance service experiences. They agree that the focus should shift towards creating a continuous relationship with customers post-sale, rather than viewing the sale as an endpoint. Additionally, the conversation touches on the necessity of incorporating technology, including AI, to improve customer service and streamline operations. The episode encourages listeners to take actionable steps to enhance communication and training within their teams to foster a world-class customer experience in the marine service sector.

    45 min

  2. 20 APR

    The Future of Fixed Ops with Russell Hill from Fixed Ops Marketing

    In this episode of FWRD, Corey Smith sits down with Russell Hill, Co-Founder and Managing Partner of Fixed Ops Marketing, to discuss why dealership websites have become the new digital showroom for fixed operations. With more than 40 years in the automotive industry, Russell shares insights on how the service customer journey has shifted online and why many dealership websites still fail to meet modern expectations. Nearly 30% of dealership website visitors are looking for service information, yet many encounter outdated content, poor navigation, or limited transparency around pricing. Corey and Russell explore how dealerships can improve their digital service experience, reduce customer defection after the warranty period, and capture more fixed ops revenue through clearer navigation, better content, and a more intentional digital strategy. They also discuss how emerging technologies like AI and predictive maintenance will continue to reshape the service experience and help dealerships anticipate customer needs earlier. For dealers focused on growth and retention, one thing is clear: your website plays a critical role in the future of fixed operations.

    36 min

  3. 5 APR

    From Guesswork to Game Tape: AI Coaching for Dealerships Sales Teams with Gavin Janis

    See EasyCoach in action: easycare.com/easycoach What if every F&I conversation in your dealership could drive better performance, stronger compliance, and higher revenue? In this episode of FWRD, we introduce EasyCoach℠ powered by Siro, EasyCare’s newest AI-driven platform designed to reinforce F&I training and turn real customer interactions into actionable coaching insights. EasyCoach℠ records, transcribes, and analyzes real finance conversations, scoring them against the proven EasyCare F&I process to surface coaching opportunities, compliance risks, and missed revenue moments. Why EasyCoach matters for dealerships: Most dealerships invest in training. EasyCoach℠ ensures that training is consistently executed in every deal. By providing real-time visibility into what’s actually happening in the F&I office, EasyCoach℠ helps leaders coach with precision, improve accountability, and scale performance across their teams. What you’ll learn in this episode How AI is transforming F&I coaching through real conversation analysisHow dealers are seeing a $200+ lift in PBRHow product penetration increased from 4% to 20% with better visibilityHow EasyCoach℠ helps identify compliance risks before they become costly issuesA real example of $120K saved through recorded transaction validationWhy top-performing F&I managers succeed through stronger rapport and needs assessment

    35 min

  4. 20 MAR

    Leadership in Building Winning Teams-with Jamison Carrier

    In this episode of FWRD, Corey Smith and Erick Jauregui sit down with leadership expert and author Jamison Carrier to discuss what it really takes to build a high-performing team in today’s automotive industry. Jamison shares insights from his new book Building a Championship Team, including why money alone is a weak motivator, how leaders can create a culture centered around winning, appreciation, and accountability, and why dealerships must move beyond informal hiring practices to build stronger teams. He explains how identifying traits like hunger, humility, and competitiveness can help leaders hire and promote the right people, not just the best interviewers. The conversation also explores common leadership challenges in growing organizations, including unclear roles, communication breakdowns, and the risks of promoting top performers who may not yet be ready for leadership positions. Jamison emphasizes the importance of defining expectations clearly so every team member understands what success looks like and how to achieve it. For dealership leaders focused on improving team performance, retention, and culture, this episode provides practical strategies for building organizations that prioritize accountability, development, and long-term success.

    32 min

  5. 5 MAR

    Winning the Service Game: New Plays for 2026 and Beyond

    In this episode of FWRD, Corey Smith and Erick Jauregui break down what it really takes to win in fixed operations in 2026 and beyond. Service is no longer just a department. It is the dealership’s profit engine. And the stores that treat it that way will dominate the next decade. With overloaded service advisors, technician shortages, smarter customers, and rising corporate demands, doing what worked in 1990 will not work in 2026. Corey and Eric share real, actionable plays for: • Turning the service drive into a sales floor • Elevating the role of the service advisor • Rethinking dealership layout and operational structure • Building a fixed ops culture that drives long-term profitability • Aligning service strategy with dealership growth goals If you are a dealer principal, GM, fixed ops director, or service manager looking to increase retention, improve RO performance, and future-proof your store, this episode delivers practical strategies you can implement now.

    27 min

  6. 20 FEB

    The Service Advisor Evolution: What 2026 Will Demand

    In this episode of FWRD, hosts Corey Smith and Erick Jauregui break down what dealerships must do to professionalize the service advisor role in 2026 and beyond. From KPI literacy and daily coaching to AI adoption and video multipoint inspections, this conversation outlines a blueprint for transforming service departments into frontline revenue engines. You’ll learn: Why one-time training fails and how to build a true practice cultureThe KPIs every service advisor must understand (ELR, approval rate, HPR, declined services)How AI tools like video MPIs and automated scheduling will reshape advisor workflowsWhy service must shift from “after sale” to lifetime ownership experienceHow integrating F&I knowledge into service drives retention and extended warranty revenueThe importance of visible scoreboards, daily huddles, and positive reinforcement coachingIf you want to increase approval rates, raise effective labor rate, improve CSI, and build long-term customer loyalty, this episode delivers the strategy. Service is no longer a back-end department. It is the dealership’s competitive advantage.

    30 min

  7. 5 FEB

    The ART of AI: How Dealers can learn, adapt, and prepare for the future with Sean Hartman from TOMA Ai

    AI is everywhere in automotive right now, but not all “AI” is the same. On this episode of FWRD, Corey Smith and Erick Jauregui sit down with Sean Hartman, VP of Sales at Toma, to talk about the practical side of AI for dealerships, especially in service and customer communications. Sean shares how dealers can avoid the hype, start with clear goals, and choose solutions that actually move the needle. You’ll learn: The simplest way to think about AI in a dealership: start with the use caseTwo common dealer scenarios where AI delivers fast wins (overwhelming call volume vs. repetitive BDC calls)How to spot real AI vs. advanced IVRThe “Art of AI” framework: Adoption, Resolution, TailoringWhat to ask vendors (learning over time, benchmarks, call-tree placement, integrations)Where the human touch still matters most (status calls, tough conversations, upset customers)What the next 3–5 years may bring: smarter, more dynamic workflows and communicationsIf you are exploring AI, this is a strong starting point to evaluate tools with clarity and confidence.

    39 min

  8. 20 JAN

    The Road to 2026: Innovation, Speed, and the Reconditioning Revolution with Eric Meahan from Repair On Demand

    In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui sit down with Eric Meahan to explore how data-driven reconditioning helps dealers reduce cycle time, control costs, and protect used vehicle margins. Eric shares how EchoPark cut reconditioning cycle time to five days by improving process visibility, labor allocation, and supplement management. The conversation highlights why idle time between recon steps is often the biggest bottleneck, not technician productivity, and how integrated tools eliminate manual tracking and errors. They also discuss how tighter controls, upstream recon decisions, and mobile repair strategies will become critical as used vehicle market conditions shift. The episode reinforces how aligning people, process, and technology can turn reconditioning into a competitive advantage. 🎧 Listen now to learn how smarter recon processes can improve throughput, efficiency, and profitability across your dealership.

    29 min
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Welcome to FWRD: An EasyCare Podcast, your go-to resource for mastering dealership operations, hosted by Corey Smith and Erick Jauregui. With extensive backgrounds as a training professionals, each episode delves deep into the automotive, powersports, RV, and marine industries. FWRD brings expert guests to the table, sharing invaluable insights and strategies for success. From optimizing sales techniques to navigating industry trends, FWRD equips you with the knowledge and tools needed to thrive. Tune in to FWRD and stay ahead of the curve.

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