The Service Lounge

The Service Lounge
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Welcome to The Service Lounge by UpdatePromise. Where raw conversations come to life, fueled by fact-based data and firsthand insights on what customers are actually saying in dealership service lounges. Our Consumer Experience team is dedicated to taking all the data and experiences we've gathered and sharing them with everyone. Join us to uncover real customer feedback and gain valuable perspectives.

  1. MAR 24

    Ep 21⎜The Formula for Technician Buy-In and Customer Communication - Feat. Peter Solber

    High-performing service departments aren’t built on process alone — they’re built on buy-in, culture, and execution. In this episode of The Service Lounge, host Brandon Nixon is joined by Peter Solber, Fixed Operations Director at Chicago Northside Toyota, for a real-world conversation about technician accountability, shop culture, and what it actually takes to execute at a high level in today’s service lane. With decades of experience leading one of the busiest Toyota service operations in the Chicago market, Peter shares how his team has built a culture where technicians, advisors, and leadership are aligned around one goal: delivering a better customer experience. From overcoming technician pushback on video inspections to building a mentorship-driven shop environment, this episode breaks down the operational habits that separate average stores from high-performing ones. This episode is about more than process — it’s about leadership, culture, and execution. What you’ll hear in this episode:🔹 Why technician buy-in is critical to execution🔹 How video inspections improve transparency and approvals🔹 A mentorship model that improves technician retention and growth🔹 The role of shop culture in performance and accountability🔹 Where fixed operations is headed as technology continues to evolve🔹 How dealerships can differentiate through customer experience 🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the systems behind performance.

    32 min

  2. FEB 24

    Ep 20⎜Aligning Service Leadership with Ownership - Feat. Jim Phillips

    Service is no longer the support department — it’s driving the business. In this episode of The Service Lounge, host Brandon Nixon is joined by Jim Phillips, Principal of Training Team USA, for a candid conversation about financial alignment, revenue growth, and the future of fixed operations leadership. With decades of dealership experience and leadership roles at NADA and Cox Automotive University, Jim brings a rare full-spectrum perspective to the table. The discussion centers on how fixed ops has shifted to produce over half of dealership gross profit — and why many stores are still managing it like an afterthought. Rather than defaulting to expense cuts, Jim challenges leaders to focus on revenue improvement, throughput, and building clear business cases that align service strategy with ownership expectations. This episode is about understanding the three financial levers that truly drive dealership profitability — and how service leaders can think long-term instead of operating in 30-day cycles. What you’ll hear in this episode:🔹 The three levers that impact dealership profitability🔹 Why fixed ops now represents the majority of dealership gross🔹 The disconnect between service leadership and dealer principals🔹 How to build business cases that actually get approved🔹 Why revenue conversations matter more than expense conversations Watch the full episode on YouTube:https://youtu.be/bzmvXWh0pec

    28 min

  3. JAN 30

    Ep 19⎜Why Dealers Are Finally Rethinking the DMS - Feat. Kim Carroll & Scott Kaskocsak

    Customer experience is everyone’s priority.But the systems behind it often get overlooked. In this episode of The Service Lounge, host Brandon Nixon is joined by Scott Kaskocsak and Kim Kotz Carroll from Dominion DMS for a candid conversation about the role the DMS actually plays in today’s dealership—long before a customer ever reaches the service drive. With decades of experience across automotive technology, dealership operations, and DMS platforms, Scott and Kim share an inside look at why time—not price, not process—is at the heart of most customer frustration. The discussion explores how internal workflows, system design, and ease of use directly impact advisor efficiency, employee retention, data access, and ultimately, the customer experience. Rather than focusing on flashy features or “all-in-one” promises, this episode centers on simplicity, speed, security, and dealer freedom—and what modern dealerships should expect from the backbone of their operation heading into 2026. This episode is about understanding how the right infrastructure empowers people to do their jobs better—and why that matters more than ever. What you’ll hear in this episode:🔹 Why time is the real driver behind customer complaints🔹 How internal systems shape the external customer experience🔹 The difference between cloud-native and cloud-hosted DMS platforms🔹 Why ease of use matters for both seasoned staff and the next generation🔹 What dealers should expect from a modern DMS moving forward 🎧 Watch on YouTube: https://youtu.be/VJxVAEtWpds 🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the systems behind the work.

    31 min

  4. JAN 15

    Ep 18⎜What Dealers are Getting Wrong About Data - Feat. Mark Begley

    Data is everywhere in today’s dealership.Clarity is not. In this episode of The Service Lounge, Brandon Nixon sits down with Mark Begley, Chief Revenue Officer at DealerOps, to unpack what dealers are getting wrong about data—and why more reports don’t automatically lead to better decisions. With decades of experience across dealership operations, fixed ops leadership, and DMS platforms, Mark offers a practical, operator-first perspective on how data should actually be used. The conversation cuts through the noise around dashboards, AI, and “next big tools,” focusing instead on context, accountability, and decision-making. Rather than treating data as the solution, this episode explores how leaders can use it to support better workflows, stronger teams, and a more consistent customer experience. This episode is about moving from information overload to confident action. What you’ll hear in this episode:🔹 Where dealers misinterpret or misuse their data🔹 Why more reports don’t equal better performance🔹 How to balance AI with real-world operational experience🔹 What fixed ops leaders should prioritize heading into 2026🔹 The direct connection between data, efficiency, and customer retention 🎧 Watch What Dealers Are Getting Wrong About Data on 🎥 YouTube: https://youtu.be/qaKQ2GbMyQ4 🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the work behind the work.

    31 min

  5. 12/29/2025

    Ep 17⎜From Idea to Reality: This Is Our Story

    Most episodes focus on tactics, tools, and strategies.This one starts at the beginning. In this special solo episode of The Service Lounge, Brandon Nixon shares the story behind the journey—where it started, the failures along the way, and the decisions that shaped everything that exists today. From early lessons learned in the collision industry to building through uncertainty, this conversation pulls back the curtain on what it really takes to build something that lasts in fixed ops. This episode is different by design. It’s about perspective, purpose, and the realities of building while balancing leadership, family, and the pressures of an industry that never slows down. What you’ll hear in this episode:🔹 The early moments that sparked the idea behind the business🔹 Why people and support matter more than chasing the next shiny tool🔹 What failure actually looks like when you’re building in real time🔹 Lessons learned from listening to dealers and adapting along the way🔹 A forward-looking perspective on where fixed ops is headed and why customer expectations matter more than ever If you’ve ever built something, led a team, or questioned how to create real change in this industry, this episode offers honest insight and context behind the work. 🎧 Listen to From Idea to Reality – This Is Our Story on your favorite platform:Spotify: https://open.spotify.com/show/3wznS5Eu59Rbn5MclZV9TXApple Podcasts: https://podcasts.apple.com/us/podcast/the-service-lounge/id1754609625YouTube: https://www.youtube.com/@ServiceLounge/videos 🔥 Don’t forget to like, comment, and subscribe for more real conversations about fixed ops, leadership, and the work behind the work.

    30 min

  6. 11/25/2025

    Ep 16⎜Marketing That Moves Metal: What Dealers Are Missing - Feat. Zabrina Ziemba

    🚀 Most dealerships are leaving money, loyalty, and long-term trust on the table — and they don’t even realize it. In this episode, Zabrina Ziemba joins us to uncover what dealers are missing when it comes to customer experience, community connection, digital strategy, and service drive engagement. From GA4 confusion to retention breakdowns to brand-building basics, this conversation is loaded with practical insight you can apply immediately. You’ll Learn: Why the service drive is your most powerful retention tool How brand and community influence today’s car buyer The truth behind lead counts vs. real marketing impact How to follow the customer journey across multiple platforms The mindset shift that helps you grow in automotive 📌 Stop by to say hello on our other pages!Apple Podcasts: https://lnkd.in/grp9Ehn3Spotify: https://lnkd.in/g3tWS5fXClubhouse: https://lnkd.in/gzfbk9gALinkedIn: /the-service-lounge-by-updatepromiseX / Twitter: https://lnkd.in/gBRYPACYFacebook: https://lnkd.in/eM6wX5xInstagram: https://lnkd.in/g2NVyqpm

    25 min

  7. 10/21/2025

    Ep 15⎜The Power of Going All In on Process Change - Feat. Mike Weidenburner

    Toyota of Danville’s Mike Weidenburner joins The Service Lounge to share how going all in on process change reshaped his service department — from empowering advisors and training techs to building accountability and trust with customers. What you’ll learn in this episode:✅ How to inspire buy-in and consistency across your team✅ Ways to connect leadership with measurable results✅ Why full commitment to change transforms your service lane 📌 Stop by to say hello on our other pages!Apple Podcasts: https://lnkd.in/grp9Ehn3Spotify: https://lnkd.in/g3tWS5fXClubhouse: https://lnkd.in/gzfbk9gALinkedIn: /the-service-lounge-by-updatepromiseX / Twitter: https://lnkd.in/gBRYPACYFacebook: https://lnkd.in/eM6wX5xInstagram: https://lnkd.in/g2NVyqpm

    29 min

  8. 09/23/2025

    Ep 14⎜Winning in a Competitive Market: ELR & Retention - Feat. Rusty Mayfield

    How do you keep customers driving 60 miles past independents just to return to your dealership?    In this episode of The Service Lounge, host Brandon Nixon sits down with Rusty Mayfield, Parts & Service Director at Coad Toyota, to uncover the real-world strategies that keep his Missouri dealership thriving against tough competition.    What you’ll learn in this episode:   - Why effective labor rate (ELR) is more than just a number—and how small tweaks add up to thousands.   - Creative approaches to tackling technician shortages, from 4x10 schedules to brand-new shop upgrades.   - The power of “celebrating the green” in both MPIs and advisor performance to build trust and motivation.   - How prepaid maintenance programs like “Coad Care” lock in customer loyalty.   - Why lowering diagnostic fees can actually be a smart move to win more repair orders.    Rusty’s insights prove that sometimes it’s the little things—like an extra dollar on an oil change or a positive word to an advisor—that create the biggest impact. Don’t miss this conversation packed with strategies you can apply in your own service drive today.    Follow The Service Lounge across all platforms:   YouTube: https://www.youtube.com/@TheServiceLounge     Apple Podcasts: https://lnkd.in/grp9Ehn3    Spotify: https://lnkd.in/g3tWS5fX    Clubhouse: https://lnkd.in/gzfbk9gA    LinkedIn: https://www.linkedin.com/company/the-service-lounge-by-updatepromise  X/Twitter: https://lnkd.in/gBRYPACY    Facebook: https://lnkd.in/eM6wX5x     Instagram: https://lnkd.in/g2NVyqpm

    30 min
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About

Welcome to The Service Lounge by UpdatePromise. Where raw conversations come to life, fueled by fact-based data and firsthand insights on what customers are actually saying in dealership service lounges. Our Consumer Experience team is dedicated to taking all the data and experiences we've gathered and sharing them with everyone. Join us to uncover real customer feedback and gain valuable perspectives.

Information

  • Creator
    The Service Lounge
  • Years Active
    2024 - 2026
  • Episodes
    22
  • Rating
    Clean
  • Copyright
    © The Service Lounge
  • Show Website
    The Service Lounge