Fixed Ops Roundtable Ted Ings

Robert Manuel, with an illustrious background in automotive retail, brings a wealth of firsthand experience to his role as Partner Success Manager at CallRevu. With roots deeply embedded in dealership operations, Robert offers unique insights into the challenges and opportunities faced by fixed operations teams.
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What we discuss in this episode:
Navigating Evolving Trends: We explore the emergence of Electric Vehicles (EVs) and the unique challenges they pose for fixed operations, from technician preparedness to service presentation.Harnessing the Power of AI: Discover how AI-driven insights are revolutionizing dealership operations, from personalized customer experiences to predictive analytics, with a focus on enhancing service quality and efficiency.Overcoming Obstacles: Robert shares practical strategies for overcoming obstacles in technology adoption, emphasizing the importance of a phased approach and ongoing employee training.The Future of Fixed Ops: Gain foresight into the role of AI in shaping the future of fixed operations, as Robert discusses the potential for predictive analytics to redefine customer interactions and dealership success.Connecting with CallRevu: Learn about the innovative solutions offered by CallRevu to empower dealerships in optimizing the caller's journey and fostering customer delight.Listen to the episode featuring Robert Manuel 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/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Robert Manuel
Connect with Ted Ings and the Fixed Ops Roundtable:
Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Sara Hoagey and staff have been in the automotive industry since 1999 and held every position in a dealership from variable to fixed operations. As the CEO of EliteBDC, Sara is at the forefront of revolutionizing customer engagement in the automotive sector through innovative technologies and personalized approaches.
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What we discuss in this episode:
In our episode, Sara Hoagie and I delve into the fascinating evolution of automotive customer experience. Sara shares her rich journey spanning over 25 years in the industry, recounting her early days as a sales consultant when the automotive landscape was transitioning from traditional methods to embracing the internet age. From handling leads via fax machines to harnessing the power of artificial intelligence, Sara reflects on the transformative changes that have shaped the way dealerships engage with customers.
Drawing from her experience as a service manager, Sara highlights the critical role of service management in fostering customer loyalty and ensuring compliance with regulatory standards. She emphasizes the importance of providing exceptional service experiences to retain customers, especially in an era where customer expectations are higher than ever. With insights gained from navigating the complexities of service operations, Sara offers practical strategies for dealerships to enhance their service offerings and maintain compliance.
Our conversation also delves into the significance of  BDCs in today's automotive landscape. Sara underscores the pivotal role of BDCs in managing customer inquiries and ensuring seamless communication channels between dealerships and potential buyers. From effective phone handling techniques to strategies for employee retention, Sara shares valuable insights on optimizing BDC operations to drive sales and enhance customer satisfaction.
Listen to the episode featuring Sara Hoagey 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/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Sara Hoagey
Connect with Ted Ings and the Fixed Ops Roundtable:
Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Jay Goninen is the Co-Founder and President of Wrenchway, a company revolutionizing how technicians and dealerships connect. With a passion for empowering technicians and enhancing dealership operations, Jay brings a wealth of experience and innovation to the table.
Get ready for insights, revelations, and a glimpse into the future of the automotive industry.
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What we discuss in this episode:
The Evolution of Wrenchway: Jay shares the journey from the inception of Wrenchway to its current position as a game-changer in the automotive space. Discover the inspiration behind the transition from Find a Wrench to Wrenchway and the strategic vision driving its growth.
Prioritizing People in the Industry: In a world where technicians are in high demand, Jay discusses the importance of prioritizing people over processes. Learn how Wrenchway is reshaping the recruitment landscape by focusing on transparency, support, and mutual respect.
Empowering Technicians: Explore the innovative features of Wrenchway's platform and how they empower technicians to make informed decisions about their careers. From job boards to school connections, discover how Wrenchway is bridging the gap between talent and opportunity.
Navigating Industry Challenges: Jay opens up about the challenges faced in growing a company within the automotive industry. From changing mindsets to addressing foundational issues, gain insights into the strategies driving Wrenchway's success.
The Future of Automotive Innovation: As we look ahead, Jay shares his vision for the future of the automotive industry. Explore the role of technology, education, and industry partnerships in shaping a brighter tomorrow for dealerships and technicians alike.
Listen to the episode featuring Jay Goninen 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/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Jay Goninen
Connect with Ted Ings and the Fixed Ops Roundtable:
Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Mark Queen is the CEO of SKAI Vision, a groundbreaking technology company pioneering the integration of computer vision AI into retail automotive operations. With a wealth of experience and a knack for innovation, Mark is leading the charge in revolutionizing dealership efficiency and customer experience.
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What we discuss in this episode:
Mark sheds light on how computer vision AI is transforming the automotive industry, specifically by tackling those pesky bottlenecks that plague dealerships.
In this episode, you'll learn:
What computer vision AI is and how it worksReal-world examples of computer vision in action, beyond automotive retailHow SKAI Vision leverages computer vision to streamline dealership operationsThe impact of SKAI Vision on key areas like technician efficiency, customer wait times, and data automationPrivacy concerns surrounding computer vision technology (and how SKAI Vision addresses them)The most popular features dealerships are requesting from SKAI VisionThe incredible benefits of SKAI Vision for both dealerships and their customersMark also shares some exciting insights from SKAI Vision's data, including:
How focusing on seemingly minor process improvements can lead to major gainsWhy a minute saved can translate into hundreds of additional services per monthThe crucial role of connected vehicle data in further streamlining the service experienceThis episode is a must-listen for any fixed ops professional looking to gain a competitive edge. SKAI Vision is paving the way for a future where dealerships can optimize time, improve customer satisfaction, and boost their bottom line.
Listen to the episode featuring Mark Queen 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/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Mark Queen
Connect with Ted Ings and the Fixed Ops Roundtable:
Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

Coralee Zueff is a seasoned master service advisor, coach, and author of "Five-Star Service Advisor," with a rich background spanning from technical expertise to retail and aftermarket experience. Her passion for empowering service advisors led her to develop the innovative Five-Star Service Advisor program, aimed at revolutionizing customer service in the automotive sector.
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What we discuss in this episode:
1. Understanding Customer Behavior: Coralee sheds light on why customers may choose aftermarket services over dealerships, debunking common misconceptions about pricing and revealing the true drivers behind customer choices.
2. The Importance of Convenience: We explore the evolving landscape of automotive service, where convenience plays a pivotal role in customer satisfaction. Coralee highlights the significance of dealership initiatives such as pickup/drop-off services and mobile servicing in meeting customer needs.
3. Empowering Service Advisors: Delving into the core principles of the Five-Star Service Advisor program, Coralee shares valuable insights on nurturing a customer-centric approach, building trust, and fostering meaningful interactions.
4. Bridging the Gap Between Dealerships and Independents: Coralee outlines the unique benefits of her program for both dealerships and independent service providers, emphasizing the importance of specialized training and customer-centricity in driving business success.
5. The Future of Automotive Service: As we wrap up, Coralee offers a glimpse into the future of automotive service excellence, highlighting the role of ongoing training, adaptation to industry changes, and a deep understanding of customer needs.
Listen to the episode featuring Coralee Zueff 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/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Coralee Zueff
Connect 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 had the pleasure of sitting down with William Demaree, the Corporate Director of Fixed Operations at the Tom Wood Automotive Group. Our conversation delved into various aspects of the automotive industry, starting with the core values of Tom Wood Automotive Group, as highlighted by a quote from Tom Wood himself: "Success is not measured by the number of franchises or locations in an organization, but by the people associated with it." 
We explored how this philosophy drives the company's focus on creating a family-like environment for its employees, emphasizing work-life balance and flexible scheduling to ensure both employee satisfaction and customer service excellence.
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What we discuss in this episode:

One of the key topics we discussed was the evolution of dealership culture and the importance of embracing change. Demaree shared insights into innovative approaches adopted by Tom Wood Automotive Group, such as offering alternative work hours and implementing mobile service solutions like Spiffy. He emphasized the significance of convenience in today's automotive landscape and how adapting to customer preferences, such as providing mobile service options, can lead to increased customer satisfaction and loyalty.
Demaree also provided a glimpse into his journey within the automotive industry, recounting his early experiences working at a service station and his transition into dealership operations. His story highlighted the importance of mentorship and hands-on experience in shaping a successful career path. We explored the changing dynamics of the industry, particularly with the rise of electric vehicles (EVs) and the need for specialized skills among technicians to adapt to new technologies.
Throughout our conversation, Demaree underscored the pivotal role of people in driving success within the automotive industry. From attracting and training young talent to fostering a culture of customer-centric service, he emphasized the value of investing in employees and creating opportunities for growth. Additionally, we discussed the significance of philanthropy and community engagement, reflecting on how giving back plays a fundamental role in shaping company values and leaving a positive impact on society.
Overall, my discussion with William Demaree provided valuable insights into the inner workings of the automotive industry, highlighting the importance of adaptability, innovation, and a people-first approach in navigating the challenges and opportunities ahead.
Listen to the episode featuring William 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/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, William Demaree
Connect with Ted Ings and the Fixed Ops Roundtable:
Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement