Fixed Ops Roundtable

Ted Ings
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The Fixed Ops Roundtable, hosted by Ted Ings, is your source for cutting edge information, technology, and best practices from leaders and innovators in the retail automobile industry. Enjoy weekly episodes featuring expert interviews that originally aired during Ted Ings popular Fixed Ops Roundtable live and virtual events.

  1. قبل يومين

    How PayJunction Is Helping Dealerships Create Frictionless Payments in Fixed Ops Without Hurting CSI with Randy Modos

    What if the last thing your customer experiences, 'the payment' became one of your biggest competitive advantages? In this episode of the Fixed Ops Roundtable, we sit down with Randy Modos, Co-Founder and President of PayJunction, for a conversation that goes way beyond credit card terminals and transaction fees. This is about friction, freedom of choice, and the future of fixed ops profitability, all without sacrificing CSI. Joined by Sarah Vantine, Randy and I unpack what a truly frictionless payment experience looks like today, for customers, advisors, controllers, and ownership alike. From text-to-pay and cards on file to no-code integrations and smart surcharging, this conversation hits at the heart of a problem every dealership feels… even if they haven’t fully named it yet. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: What “frictionless” really means, for customers and employeesWhy re-keying data is silently killing efficiency (and morale)How no-code payment integrations are giving dealerships back control and choiceThe truth about smart surcharging, and why it doesn’t hurt CSI when done rightHow customer-facing terminals eliminate confusion, compliance risk, and training fatigueWhy controllers care so deeply about payments (and why you should too)Real numbers: how dealers are saving six figures per rooftop annuallyThis isn’t theory. It’s practical, real-world insight from someone living at the intersection of technology, fixed ops, and dealership economics. Listen to the episode featuring Randy Modos 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, Randy Modos Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

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  2. ٢ فبراير

    What High-End Hotels Know About the Service Drive That Dealers Don’t with Joel Furno

    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. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: Why hospitality is not a “nice-to-have,” but a performance multiplierHow most dealerships unintentionally turn service managers into the most expensive porters in the buildingThe hidden cost of 300–400% turnover in hourly roles, and how to fix itJoel’s 3% hiring philosophy and why standards matter more than speedHow investing slightly more in hourly employees unlocks massive ROIA fascinating new approach to vehicle acquisition through the service drive, without salespeople swarming customersWhy valets are the true bookends of the dealership experienceAnd how taking care of “the little guys” builds your next generation of advisors, managers, and leadersThere 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! 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, Joel Furno & Ed Roberts Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

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  3. ٢٦ يناير

    Service Retention Study: How BG Products Helped Dealers Increase Retention by 32% with Rob Leary

    What if one simple decision in your service drive could boost customer retention by nearly a third? That’s not a theory, that’s real data. And in this episode of the Fixed Ops Roundtable, I sit down with longtime friend of the show and industry heavyweight Rob Leary from BG Products to unpack a study that honestly stopped me in my tracks. We’re talking real VIN-level data. Real dealerships. Real results. And insights every fixed ops leader needs to hear as they plan for the road ahead. Rob breaks down the BG Service Retention Study, and more importantly, what it actually means for dealers today, not in a spreadsheet, but in the real world of service lanes, advisors, and customers who may or may not come back. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: Why BG analyzed data from 263 dealerships across virtually every OEM, and what stunned them when they saw the resultsHow customers who purchased BG services showed 29–32% higher retention than those who didn’tThe role digital menus, advisor consistency, and BG’s Lifetime Protection Plan play in keeping customers loyalHow BG’s Hyper BI reporting tool is helping dealers uncover hundreds of thousands of dollars in parts and labor liftWhy retention, not conquest, is the real profit multiplier (and what OEM and McKinsey data proves about it)How dealers should be thinking right now as they build their 2026 fixed ops strategyThis episode isn’t a sales pitch. It’s a data-backed conversation about why customers come back, what keeps them engaged, and how service departments can stop guessing and start executing with confidence. If you care about retention, profitability, and making smarter decisions backed by real numbers, this episode is for you. Listen to the episode featuring Rob Leary 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, Rob Leary Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

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  4. ١٩ يناير

    The Warranty Money Dealers Are Leaving on the Table (And How to Get It Back) with Robert Wooden

    What if one of the easiest ways to protect your dealership’s future profit is something you’re already entitled to, but probably underutilizing? In this episode, I’m joined by my co-host Sarah Vantine and industry veteran Robert Wooden for a conversation that every fixed ops leader needs to hear, especially as we look ahead to 2026. Robert has spent nearly three decades living and breathing fixed operations, and in this episode, he pulls back the curtain on warranty uplift, why it matters more now than ever, why so many dealers leave money on the table, and how the landscape is shifting as vehicles become more complex, more electric, and more expensive to repair. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: Why warranty reimbursement isn’t just about dealer profit—but about people, pay plans, training, and retentionThe biggest mistakes dealers make when they try to handle warranty uplift internallyHow EVs and hybrid vehicles are changing the rules around labor, parts, and manufacturer pushbackWhat happens when a manufacturer pushes back—and why experience matters in those momentsWhy warranty uplift is one of the lowest-hanging profit opportunities heading into 2026How dealers can evaluate their opportunity with zero upfront riskThis is one of those conversations that feels practical, real, and immediately actionable. Just hard-earned insight from someone who’s been in the trenches, made the mistakes, fought the battles, and figured out how to win, without burning bridges. If you’re a fixed ops manager, service director, or GM who’s staring down this year’s forecast and wondering where the profit is going to come from… this episode might just change how you think about warranty forever. Listen to the episode featuring Robert Wooden 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 Wooden Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

    ١٩ من الدقائق

  5. ١٢ يناير

    Why Fixed Ops Will Decide Who Wins in Automotive Retail in 2026 with Steve Greenfield

    What happens when car prices hit record highs, consumers feel the squeeze, and dealers are forced to play a smarter game, not a harder one? In this episode of The Fixed Ops Roundtable, Sarah Vantine sits down with Steve Greenfield, General Partner at Automotive Ventures, for a wide-ranging conversation about where automotive retail is really headed, and why fixed operations may be the most important lever dealers have right now. Steve brings a rare vantage point to the table. With nearly 50 early-stage investments across dealer-facing technology, he sees the future before most of us ever feel it. And in this conversation, he doesn’t hold back. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: Why dealers can’t control the economy, but they can control fixed opsHow rising vehicle prices, negative equity, and interest rates are reshaping consumer behaviorThe first real wave of AI hitting fixed operations (and why it’s starting with phone calls)How smarter scheduling, service videos, and automation are transforming the customer experienceWhat dealers can learn from companies like BusyCar, MoreCloud, and TruVideoWhy global pressure—especially from China’s automotive market—will change repair costs, loyalty, and profitabilityThe evolving role of the technician and why this might actually attract the next generationHow dealers should think about vendor selection without getting overwhelmed at events like NADAThis episode is packed with practical insights, real examples, and forward-looking ideas that matter right now, especially if you’re trying to future-proof your service department while everyone else is still chasing the front end. If you’re a dealer, operator, or industry leader wondering where to focus next, this is one of those conversations that helps you see the board more clearly. Listen to the episode featuring Steve Greenfield 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, Steve Greenfield Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

    ٢١ من الدقائق

  6. ٥ يناير

    The Hidden Risks Lurking in Today’s Dealerships (And How Smart Dealers Protect Themselves) with Paul Elliott of IOA

    What if the biggest risk to your dealership isn’t what you don’t know… but what you’ve gotten used to overlooking? In this episode of the Fixed Ops Roundtable, Sarah Vantine and I sit down with our good friend Paul Elliott from Insurance Office of America (IOA), and let me tell you, this conversation goes way beyond “insurance talk.” Paul pulls back the curtain on what risk actually looks like inside today’s dealership. From mobile service fleets operating in customer driveways, to technicians recording MPI videos on their phones, to employees lifting tires the same way they’ve always done it (until one day, they can’t)—this episode is a wake-up call in the best possible way. And here’s the thing: none of this is about fear. It’s about awareness, protection, and leadership in a business that’s changing faster than most of us want to admit. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: Why insurance shouldn’t be a once-a-year renewal conversation—and what happens when it isHow evolving customer expectations (mobile service, off-site work, digital inspections) create brand-new exposures for dealersThe real role of risk management: protecting people first, profits secondHow technology (yes, even AI) is being used to prevent injuries—not punish peopleWhy the best dealer-broker relationships look more like partnerships than transactionsAnd Paul’s refreshingly honest take on compliance, consulting, and doing business the right wayThis episode isn’t about selling you a policy. It’s about helping you sleep better at night, knowing your people, your customers, and your assets are protected as your operation grows and evolves. If you’re a dealer, GM, fixed ops leader, or department head trying to future-proof your business heading into 2026—this is one of those episodes you don’t half-listen to. Hit play. Take notes. And ask yourself one simple question along the way: “Are we truly protected… or just hoping nothing goes wrong?” Listen to the episode featuring Paul Elliott 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, Paul Elliott Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

    ١٩ من الدقائق

  7. ٢٩‏/١٢‏/٢٠٢٥

    The 3–5 Metrics That Matter Most in Fixed Ops (And Why Everything Else Is Noise) with Pete Carusone & Ed Roberts

    What if the biggest opportunity in your fixed ops department isn’t working harder… but seeing clearer? In this episode of the Fixed Ops Roundtable, I’m joined by Pete Carusone, President & CEO of VisionAST, and Ed Roberts, COO of Bozard Ford Lincoln, for a real, no-nonsense conversation about why how we look at our numbers matters just as much as what we’re measuring. We dig into a hard truth many dealers don’t want to admit: most of us are still managing fixed operations in the rearview mirror. Monthly reports. Lagging indicators. Emotional decisions. And then wondering why nothing changes. This conversation challenges that thinking. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: Why real-time metrics beat monthly scorecards every single timeHow to avoid analysis paralysis by focusing on just 3–5 numbers that actually move the needleThe danger of running your department on emotion instead of dataHow visual dashboards can become powerful coaching and training toolsWhy “keeping score” fuels healthy competition and better performanceWhat mobile service profitability really looks like when you track it van by vanAnd how data helps you stop justifying results… and start improving themEd shares practical, boots-on-the-ground insights from Bozard Ford Lincoln, including how his team uses data to create accountability, uncover opportunity, and make smarter decisions today—not next month or next year. Pete breaks down how dealers can simplify the chaos, align their teams, and build momentum by making the numbers visible, relevant, and actionable. If you’re tired of reacting, guessing, or explaining away results—and you’re ready to lead your fixed ops department with clarity and confidence—this episode is for you. Listen to the episode featuring Pete Carusone & Ed Roberts 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, Pete Carusone & Ed Roberts Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

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  8. ٢٢‏/١٢‏/٢٠٢٥

    Why Video MPIs Are Now Table Stakes in Fixed Ops with Joe Shaker of TruVideo

    If you think video MPIs are “just another tool,” this episode might completely change how you see fixed ops. In this episode, I sat down with Joe Shaker of TruVideo, alongside Sarah Vantine, and what unfolded was less about software… and more about human behavior. Trust. Transparency. Communication. The stuff we all talk about, but rarely execute at scale. 👉 Register for the upcoming Fixed Ops Roundtable Event What we discuss in this episode: Joe isn’t just a vendor voice. He’s a dealer. And in classic Michael Cirillo–style truth-telling, this episode peels back the curtain on why video has quietly become table stakes in modern dealerships, and how the smartest operators are using it to drive real revenue, real retention, and real relationships. What we get into on this episode: Why transparency without execution is just marketing fluff, and how video finally closes that gapThe surprising stat that revealed dealers often aren’t even talking to the real decision-makerHow fixing communication (not workflows) can unlock massive gains in CSI, labor dollars, and trustThe role of AI-powered noise cancellation and sentiment analysis in solving problems before bad surveys and reviews happenHow dealers are using video quality—not just video quantity—as their next fixed ops growth leverPractical, real-world strategies for getting technicians on board, including incentives that actually workWhy video isn’t a “trend” anymore—it’s a language customers already speakThere are moments in this conversation where you can almost feel the lightbulb go on, especially when Joe explains how video doesn’t just build trust with customers, but also fixes broken trust inside the dealership itself. That alone is worth the listen. If you’re planning for the year ahead, questioning profitability, or wondering how to protect and grow your fixed ops foundation in uncertain times, this episode gives you clarity, direction, and a playbook grounded in real dealer results. Listen to the episode featuring Joe Shaker 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, Joe Shaker Connect with Ted Ings and the Fixed Ops Roundtable: Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement

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The Fixed Ops Roundtable, hosted by Ted Ings, is your source for cutting edge information, technology, and best practices from leaders and innovators in the retail automobile industry. Enjoy weekly episodes featuring expert interviews that originally aired during Ted Ings popular Fixed Ops Roundtable live and virtual events.

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    Ted Ings
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