Shows
FWRD: An EasyCare Podcast101. FWRD- Windshield Protection That Sells: The Crystal Fusion ModelOn this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Gary Locicero, VP of our sister company Crystal Fusion Technologies, to talk about the science, strategy, and safety behind modern windshield protection.With over a decade at Crystal Fusion and a front-row seat to its growth under the APCO umbrella, Gary shares how a 10-minute product install is transforming visibility on the road and profitability in the dealership.From hydrophobic glass coatings and LED glare reduction to OEM-level warranties and cross-department profit potential, this episode is a must-listen for anyone looking...2025-06-2030 minFWRD: An EasyCare Podcast100. FWRD- Mastering the Ops: Ron Overs on Fixed Operations Excellence and Sales SynergyIn this episode of the FWRD Podcast, hosts Corey Smith and Erick Jauregui welcome Ron Overs, Publisher of Fixed Ops Magazine, for a dynamic conversation about the evolving world of fixed operations — and how smart collaboration across departments is key to long-term success.With over 20 years in the industry, Ron shares powerful insights on:How AI is enhancing efficiency in service and BDC departmentsMeeting today’s customer expectations for speed, transparency, and personalizationThe power of culture, training, and storytelling in driving retentionHow fixed ops supports lasting customer relationships and repeat salesFrom advi...2025-06-0535 minFWRD: An EasyCare Podcast99. FWRD-Dealer Strategy with Brooke Furniss: Optimizing Ops & SalesIn this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Brooke C. Furniss—founder of BZ Consultants Group and host of Facts Not Feelings—to explore modern dealer strategy from the inside out. The conversation dives into how service departments play a vital role in long-term customer retention, and why aligning sales and service budgets is crucial for dealership success.Brooke shares actionable insights on cross-training staff, implementing technology more effectively, and meeting today’s car buyers’ expectations for a seamless, digital-first experience. From improving internal communication to using video for better customer engageme...2025-05-2034 minFWRD: An EasyCare Podcast98. FWRD - BDC Success, Fixed Ops Focus & Driving Customer Engagement with Shawn ArmorerIn this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Shawn Armorer, a BDC consultant with over 24 years of automotive experience—from his early days as a car washer to his leadership in business development.The conversation covers key strategies for boosting fixed ops performance, adopting new technologies like video in service departments, and improving BDC practices to drive traffic and enhance the customer experience. Sean shares valuable insights on the power of emotional engagement, aligning BDC efforts with service goals, and the importance of continuous evolution in customer communication.If yo...2025-05-0543 minFWRD: An EasyCare Podcast97. FWRD - Fixing the Fixed Ops Talent Crisis with Robert MigliaccioIn this episode, hosts Corey Smith and Erick Jauregui sit down with Robert Migliaccio of Valley CMA to discuss one of the automotive industry’s biggest challenges: the fixed ops talent crisis. With over 25 years of experience and oversight of multiple CMA Value stores, Robert shares hard-earned wisdom and forward-thinking strategies for redefining the service advisor role, retaining top talent, and creating a workplace culture that attracts the next generation.From implementing ESOP-driven pay plans to emphasizing career development and work-life balance, this episode is packed with practical takeaways for dealership leaders looking to build stronger, more sustainable te...2025-04-2038 minFWRD: An EasyCare Podcast96. FWRD- Revolutionizing Dealerships with Video CommunicationLights, Camera, Action! In this episode of FWRD, hosts Corey Smith and Erick Jauregui are joined by Joe Shaker, founder of TruVideo, to explore the power of video communication in automotive service departments. They dive into how video communication can increase revenue, improve customer trust, and boost satisfaction. Joe shares how personalized videos are enhancing customer engagement and sales processes, while exciting new technologies like augmented reality are on the horizon. Tune in to learn actionable strategies for integrating video communication into your dealership and driving success in your service department!2025-04-0538 minFWRD: An EasyCare Podcast95. FWRD- Retention Mastery: Build Customer Loyalty in the Automotive IndustryCustomer retention is more critical than ever in the automotive industry. In the latest episode of FWRD, host Corey Smith and co-host Eric Jauregui, alongside guest Jacob Zachs, CEO of Fasten, break down winning strategies to boost retention and customer loyalty. They explore key topics like dealership pricing perceptions, the power of personalized ads, and how gamification and reward programs—similar to those in airlines and hotels—can drive long-term engagement.Learn how to build trust, enhance transparency, and maximize retention for your dealership. Tune in now!2025-03-2024 minFWRD: An EasyCare Podcast93. FWRD-Mastering Automotive Management: Team Building & Tech with Alec RuffiniIn this FWRD Podcast episode, Corey Smith interviews Alec Ruffini from Fowler Automotive Group to discuss essential automotive management strategies. Alec reveals how to build strong automotive teams through effective communication, knowledge-sharing, and conflict resolution. He emphasizes the importance of managers being accessible to technicians, fostering a culture of accountability, and implementing continuous training and digital tools. Learn how embracing new technologies and improving interdepartmental communication can keep your automotive business competitive. Tune in for expert insights on successful team management in the automotive industry.2025-02-2030 minFWRD: An EasyCare Podcast92. FWRD- Leading High-Performance Service Teams in 2025 with Roger GutierrezIn this episode of FWRD Podcast, Corey Smith sits down with Roger Gutierrez, Fixed Operations Director at Biggers Auto Group, to break down what it takes to lead a top-performing service team in 2025. Roger shares game-changing insights on leadership consistency, effective communication, and leveraging technology for stronger customer interactions and team collaboration. Learn how to improve team engagement, streamline onboarding, and use cross-training for a more adaptable workforce. Plus, discover why performance metrics, emotional intelligence, and a clear vision are critical for success in the evolving auto industry. Don’t miss these actionable strategies to elevate your service department!2025-02-0528 minFWRD: An EasyCare Podcast91. FWRD - Driving Innovation: Ryan Maher on BizzyCar and Mobile Car ServicesIn this Forward episode, Corey Smith chats with Ryan Maher, CEO of BizzyCar, about the company’s rapid growth, innovative mobile technician app, and the future of mobile car services in dealerships. Ryan shares insights on customer satisfaction, operational benefits, and overcoming challenges like securing executive buy-in.2025-01-2035 minFWRD: An EasyCare Podcast90 FWRD- Data Driven Decisions: Unlocking the Power of Ai with Todd Smith CEO of QoreAiHost Corey Smith welcomes Todd Smith, CEO of QoreAi, to discuss how artificial intelligence (AI) is transforming the automotive industry. Todd highlights the essential role of centralized data in enabling dealerships to harness the full potential of AI. He explains how AI can improve customer retention by analyzing interactions and predicting behaviors, optimize inventory management, forecast industry trends, and enhance service efficiency. Todd encourages dealerships to prioritize data centralization and expand their understanding of AI technology. He wraps up by emphasizing the importance of a data-first approach to drive efficiency and profitability with AI-powered solutions.2025-01-0531 minFWRD: An EasyCare Podcast89. FWRD - Transforming Lives and Dealership: The Impact of Petra Cares and the EasyCare PartnershipIn this inspiring episode of Forward, host Corey Smith sits down with Arnold Gacita, President of Petra Automotive Products, to discuss how Petra Cares is transforming the lives of at-risk youth. Arnold shares heartfelt stories of young adults overcoming adversity through Petra Cares’ innovative training and mentorship programs while exploring the unique synergy between Petra and EasyCare in delivering value to dealerships and communities.
Dive into the details of this strategic partnership, hear success stories that will move you, and learn how Petra and EasyCare are aligned in values to create meaningful change. From improving dealership operations to...2024-12-2026 minFWRD: An EasyCare Podcast88. FWRD: Unlocking Profit Potential – The Hidden Power of Parts with Kaylee Felio from PartsEdgeIn this episode of FWRD, Corey Smith speaks with Kaylee Felio from PartsEdge to explore the hidden powerhouse of automotive sales: parts departments. They dive into inventory challenges, OEM vs. aftermarket strategies, and share actionable tips and industry insights you won’t want to miss. Plus, hear Kaylee’s bold plan to revolutionize your inventory health!🎧 Available now—don’t miss it!2024-12-0531 minFWRD: An EasyCare Podcast87. FWRD- Market Shifts Exploring Trends in the Used Car and Parts Market with Randy Kobe from Repair onDemandIn this episode of the FWRD Podcast, host Corey Smith chats with Randy Kobat from Repair on Demand about key trends shaping the used car and parts market. With over 25 years of expertise, Kobat shares insights on innovative reconditioning solutions, the impact of rising interest rates on pricing, and the growing demand for SUVs and trucks. The discussion also dives into future challenges, including EV battery evaluations and safety equipment calibration, offering a must-hear perspective on the evolving automotive landscape. This one's a can't miss - listen now!2024-11-2025 minFWRD: An EasyCare Podcast86. FWRD- Digital Fortress: Navigating Cybersecurity and Emerging Threats with Kenneth Knapp Professor and Director of Cybersecurity at Anderson UniversityIn this episode, host Corey Smith chats with cybersecurity expert Kenneth Knapp about critical aspects of modern cyber defense. Drawing from his 20-year Air Force background, Knapp outlines major threats like ransomware, phishing, and natural disasters, while emphasizing their potential impacts on businesses. He stresses the importance of employee training, comprehensive response plans, and staying current with emerging threats and regulations. Listen now to learn more. 2024-11-0522 minFWRD: An EasyCare Podcast85. FWRD- AI & the Future of F&I with Nick Askew CEO of Space AutoIn this episode, host Corey Smith chats with Nick Askew all about AI and what it means for the F&I industry. Tune in now!2024-10-2027 minFWRD: An EasyCare Podcast84. FWRD-Employee and Customer Experience- with David Malone Senior VP of Sales at CallRevuIn this episode, host Corey Smith and guest David Malone
discuss evolving employee and customer experiences. They emphasize work-life balance, transparency, and empowerment for employees. For customers, Malone highlights real-time alerts, proactive communication, and multi-channel feedback. He advises focusing on genuine achievements and addressing customer needs to enhance satisfaction in the automotive industry. Tune in now!
2024-10-0531 minFWRD: An EasyCare Podcast83. FWRD- Empathetic Engagement, retaining Advisors and Technicians in today's dealership. With Don Andres Owner/President of Auto SCT Consulting & TrainingIn this episode, host Corey Smith chats with Don Andres, owner of Auto SCT Consulting and Training. They discuss challenges in auto service departments and share insights on managing chaos and improving efficiency. You'll also learn strategies for service managers and advisors to reduce stress, increase retention, and boost overall performance in busy service drives. Listen now!
2024-09-2033 minFWRD: An EasyCare Podcast82. FWRD-Leadership in Times of Change Steering Through Industry Disruptions with Shawn ArmorerIn this episode, host Corey Smith and Shawn Armorer emphasize adaptability and innovation for dealership growth through disruptions. Documented processes, hiring forward-thinking staff, and managing data effectively are ways to weather the storm. Listen now! 2024-09-0533 minFWRD: An EasyCare Podcast81. FWRD- The Impact of Electric Vehicles on Service Operations with Jim Roche CEO of Warrcloud
In this episode, Corey Smith and Jim Roche explore how electric vehicles are reshaping service operations. They stress the importance of adapting to new servicing requirements, investing in training for service teams, and modifying facilities to meet EV needs.
Tune in now!2024-08-2028 minFWRD: An EasyCare Podcast80. FWRD- Enhancing Customer Experience and Profitability with Earl Sticks Brown CEO of Radiant RideHost Corey Smith sits down with guest Earl Sticks Brown to dive into the crucial connection between customer experience and profitability.
Learn how focusing on your customers can drive business success. Tune in
now!
2024-08-0531 minFWRD: An EasyCare Podcast79. FWRD- Revving Up retail with Justin Silver from ModivesIn this episode, Corey chats with Justin Silver from Modives all about streamlining operations in dealerships to enhance customer experiences. Their conversation also addresses compliance challenges associated with verifying insurance information.2024-07-2030 minFWRD: An EasyCare Podcast78- FWRD- Establishing Mindfulness Practices in the Automotive Industry with Josh Taylor from Wrench TurnersIn this episode, host Corey Smith and Joshua Turner talk all about work-life balance, mindfulness, and mental health in the automotive industry.
Joshua offers practical tips like the four-eight breathing technique and emphasizes the importance of consistent communication within businesses. 2024-07-0532 minFWRD: An EasyCare Podcast77. FWRD- Customer Loyalty in the Digital Age Jason HarrisYou won't want to miss Corey Smith and guest Jason Harris talk all about customer loyalty. Jason discusses his experience in the automotive industry and how customer loyalty has evolved with digital transformation. He mentions the importance of communication tools like email and live chat in building relationships with customers.
Jason emphasizes that personalization is crucial for fostering loyalty and
suggests optimizing marketing strategies to make customers feel known.
Tune into more episodes of FWRD: An EasyCare Podcast for the latest insight in the industry with experts in the field!2024-06-2035 minFWRD: An EasyCare Podcast76. FWRD- The Future of AI in the Automotive and F&I Industries with Kumar CTO of IT with APCO HoldingsCorey Smith and Kumar Kathinokkula engage in a discussion on the future of AI in the automotive industry, focusing on its impact on customer service, dealership operations, and F&I products. Kumar provides insights on current implementations of AI like chatbots for customer interactions and predicts a transformative shift towards automation in dealerships over the next decade.
You won't want to miss them discuss the potential for tailored F&I products using real-time risk analysis and predict changes in dealership operations with fully automated showrooms and virtual customer interactions powered by AI.
Tune into more...2024-06-0526 minFWRD: An EasyCare Podcast73. Fixed Ops 5- Revving up Wellness: Mental Health Strategies for Service Professionals with Service Manager Jerry DavisIn this enlightening episode of the Fixed Ops 5 podcast, host Corey Smith is joined by Jerry Davis, a seasoned professional in the automotive service industry, to explore the critical intersection of mental health and workplace performance. The conversation dives deep into the nuances of advocating for mental health awareness and self-care within high-pressure environments.**Chapter Breakdown:**- **Chapter 1: Preparation for Podcast Recording** (00:29 - 12:24) Jerry sets the stage with his readiness for an in-depth discussion, while Corey expresses gratitude for his participation, setting a tone of mutual respect and anticipation.- **Chapter 2: Understanding Mental Health Impact** (13:38...2024-04-2030 minFWRD: An EasyCare Podcast72. Fixed Ops 5- Untapped Potential in Fixed Ops Department with Joe Gibson Director of Marketing with InteliCheckmore info coming soon2024-04-1526 minFWRD: An EasyCare Podcast71. Fixed Ops 5- Charging Ahead:Unpacking Strategies, AI Integration, and having a Vision for 2024 Fixed Ops with Ujj Founder of MyKaarmaCorey Smith, the national fxed operations training manager with Apco Holdings, is joined by Ujj from My Karma in a podcast episode titled "Charging Ahead: Unpacking Strategies, AI Integration, and Having a Vision for 2024 in Fixed Ops." Ujj discusses his career journey and how he started My Karma. They then discuss why dealerships have traditionally not been able to pass surcharge fees to customers due to legal risks and concerns about customer satisfaction. However, Ujj explains that implementing surcharges can actually increase debit card usage while still allowing credit card users to enjoy benefts such as rewards points. He emphasizes...2024-04-1330 minFWRD: An EasyCare Podcast70. Fixed Ops 5-Revolutionizing Dealerships with Andres Pinter Co-CEO of Bullet EV Charging solutions.**Show Notes: "Electrifying the Future: The Impact of EVs on Automotive Service Departments"** In this electrifying episode of the Fixed Ops 5 Podcast, your host Corey Smith, alongside guest expert Andres Pinter, dives deep into the electric vehicle (EV) revolution and its significant impact on automotive service departments. Prepare to charge up your knowledge as we explore everything from the basics of EV charging solutions to the future-proofing of service departments in the face of EV adoption. **Timestamps & Topics:** - **[00:00-08:17] Introduction and Background:** Corey Smith welcomes listeners and introduces Andres Pinter, who shares his journey from investment banking to lea...2024-04-0531 minFWRD: An EasyCare Podcast69. Fixed Ops 5- Part 2 of Professional Development and Education with Erick Jauregui & Jerimiah Shelton Trainers & Leaders with EasyCareThe transcript is a conversation between Corey Smith, Eric Jauregui, and Jeremiah Shelton about
leadership and effective management strategies in the fixed operations industry. They discuss the
importance of aligning goals with your team, leading by example, embracing failure as a learning
opportunity, tracking progress using data, and focusing on outcomes. They also emphasize the
significance of accountability and how education and professional development programs can help
individuals develop necessary skills. Challenges mentioned include maintaining a positive mindset and
overcoming self-doubt.
● Businesses faced uncertainty and fe...2024-03-2025 minFWRD: An EasyCare Podcast68. Fixed Ops 5- Navigating the Future:Innovations and Challenges in AutomotiveIn this insightful episode of Fixed Ops 5, host Corey Smith welcomes Mike Boyd to delve into the evolving world of automotive service. Mike, with his extensive experience in the industry, shares his journey and discusses the significant role of technology in revolutionizing automotive services.**Key Discussion Points:**1. **Repair on Demand:** Exploration of its comprehensive solution for vehicle diagnostics, reconditioning, and repair, emphasizing its impact on the automotive service industry. 2. **Extensive Repair Network:** Discussion on the benefits of having over 16,000 service providers across the U.S., enabling dealerships to efficiently manage resources and capitalize on acquisition op...2024-03-0530 minFWRD: An EasyCare Podcast67. Fixed Ops 5- Professional Development and Education with Erick Jauregui & Jeremiah Shelton Trainers with EasyCareEducation and professional development programs are seen as crucial in acquiring leadership skills, with both Jeremiah and Eric emphasizing the need for open-mindedness during training sessions. They believe that even if one thinks they know everything already, there is always room to learn something new. Furthermore, humility combined with confidence is regarded as an essential quality for leaders
emphasizes the importance of being confident but not crossing the line into cockiness when working with others2024-02-2028 minFWRD: An EasyCare Podcast65. Fixed Ops 5- Sales and Training and Coaching with Timothy C. Lindsey Productivity Coach at Keller Williams RealtyTimothy Lindsey emphasizes the importance of motivating and drawing out people's potential rather than trying to directly motivate them. He recommends staying in education, being well-read, and constantly reminding others instead of teaching them something new. He also advises not to get too fancy or move away from what works. Timothy highlights the signifcance of building relationships with clients and being a trusted advisor during the gaps between transactions.
Timothy Lindsey discusses the skills coaching and how to apply them in one's genius zone. He mentions using assessments like the DISC assessment and Keller personality assessment to understand individuals' behavior...2024-01-0537 minFWRD: An EasyCare Podcast64. Fixed Ops 5- Virtual Portfolio Management with Varnado D. Williams Director of Virtual Portfolio Management with MOTiiV
Varnado Williams discusses the role of virtual portfolio management in assisting car dealerships with selling cars and achieving their goals. The service helps analyze credit and determine the best lender for each deal. It operates as a communication portal between the dealership and Varnado's team, providing real-time support to ensure a quick turnaround time and a positive customer experience. Currently, they work with 50 dealerships nationwide, focusing on delivering excellent service without diluting the client experience. The overall goal is to shorten the length of the purchase process while obtaining favorable terms for both customers and dealers. Through technology integration, they...2023-12-0523 minFWRD: An EasyCare Podcast63. Fixed Ops 5- Boost Customer Satisfaction with Earl "Sticks" Brown Found & CEO of Radiant Ride
Corey Smith thanks Earl "Sticks" Brown for sharing his story and jumps into discussing boosting customer satisfaction. They talk about the importance of retaining customers and how dealers can achieve an ROI on CSI (Customer Satisfaction Index). Earl suggests breaking down barriers between sales and service departments, fostering open communication, and introducing customers to the service department after a car purchase. He also recommends using QR codes to link customers directly to the service department for scheduling and inquiries. Corey expresses admiration for this approach as it makes it easier for customers to do business with the dealership. They discuss...2023-11-2031 minFWRD: An EasyCare Podcast62. Fixed Ops 5- Exceptional Service Experience with Steven Apicella CEO of Strategic DXSteve Apicella discusses the challenges faced by sales departments in maintaining relationships with customers after a purchase. He emphasizes the importance of earning recurring customers and highlights the need for leadership and effective communication processes. Steve identifies various methods of communication used by dealerships, such as email, phone solicitations, text messaging, and postal mail. However, he points out their limitations and suggests that these methods may not effectively engage customers.Steve also addresses the architectural challenge within F&I (Finance & Insurance) departments in dealerships. He acknowledges the revenue earned through F&I menu presentations but questions whether all relationship...2023-11-0529 minFWRD: An EasyCare Podcast61. Fixed Ops 5- Old leadership VS New leadership with Tully Williams Parts and Service Director with The Niello Company
. Tully Williams acknowledges that change can be hard but emphasizes the need to prove that the old way is not effective. He explains the importance of focusing on driving more customers into the service drive as it pays the bills. Tully also highlights the significance of doing what is right, selling technician recommendations they would give their own family members. They discuss challenges in getting everyone on board with this new approach.
Tully shares examples of their success in selling maintenance services rather than unnecessary repairs, which drives repeat and referral business. He mentions facing resistance from OEMs who prioritize...2023-10-2027 min
FWRD: An EasyCare Podcast60. Fixed Ops 5- Loyalty with Walt Burns RV Brand Manager for EasyCare
Walt from EasyCare RV emphasizes the importance of maintaining recreational vehicles according to manufacturer's recommendations, whether under warranty or not. Corey Smith agrees and compares it to paying taxes. They discuss the benefits of prepaid maintenance plans in terms of locking in current prices and creating customer loyalty. Existing customers are more likely to try new products and spend more. The transcript also mentions how a good service experience increases the likelihood of repurchase or renewal, and discusses ways to gain customer loyalty such as offering rewards programs, prioritizing service appointments, and bundling services for added value. They also mention...2023-10-0523 minFWRD: An EasyCare Podcast59. Fixed Ops 5- Getting Back To Basics with Ron Overs Fixed Ops Magazine
Corey Smith and Ron Overs discuss tips for service advisors and managers in the auto business. They emphasize the importance of slowing down and spending time with customers, as this can lead to increased sales. They also suggest going through tomorrow's business today to better prepare for customer interactions. Corey gives an example of how knowing a customer's vehicle history can help identify additional services needed. They stress the need for good communication skills, avoiding rudeness, and being consultative with customers. Ron emphasizes that success is achieved by focusing on large numbers rather than trying to sell extra products to...2023-09-2026 minFWRD: An EasyCare Podcast58. Fixed Ops 5- Tips on Retaining Customers with Brooke Furniss Founder of BZ Consultants Group and Host of Facts Not Feelings PodcastBrooke C Furniss discusses the importance of customer retention in the automotive industry. She emphasizes that acquiring customers is not a problem, but retaining them is. Brooke suggests that businesses should constantly nurture relationships with customers by personalizing interactions and staying engaged. She also talks about the challenges of using net promoter scores (CSI) as a measure of customer satisfaction and highlights the need for quality surveys that actually lead to action. Corey Smith agrees and adds that satisfaction should be measured based on factors like fixing vehicles right the first time and delivering good service experiences rather than...2023-09-0524 minFWRD: An EasyCare Podcast57. Fixed Ops 5-Change your Mindset with Trevor Houston Host of the Who Ya Know Podcast● Trevor Houston shares his experience in the auto industry, discussing his interactions with a finance director named Brian Craig and his struggle to move up due to politics. Eventually, he decides to leave and transition into financial services. Trevor faced challenges in this new field but persevered by adopting a positive mindset and helping others. He created The Who You Know Show as a platform to connect job seekers with resources and support in the Dallas Fort Worth area.
● Trevor Houston started his career-focused podcast, but later realized the need for mindset development. He began inviting motivational speakers and the...2023-08-2035 minFWRD: An EasyCare Podcast56. Fixed Ops 5- How to help dealers drive customers to service with Adam Yoder Sr. Regional Director at EasyCare● Adam Yoder suggests that dealers should consider implementing rewards programs to drive traffic back to their stores. He uses examples of companies like Chick fil A and Starbucks to demonstrate the effectiveness of such programs. Corey Smith agrees, emphasizing the importance of making the dealership stand out from competitors in order to attract customers. They discuss the benefits of offering prepaid maintenance as part of an Advantage program, as it helps build customer retention and loyalty. Other potential products include cosmetic policies for fixing dents and dings, key replacement, and upgrading warranty terms. Adam emphasizes that these offerings need to be co...2023-08-0529 minFWRD: An EasyCare Podcast55. Fixed Ops 5- When Profits Creates Goodwill with Arnold Gacita President of Petra Automotive ProductsCorey Smith interviews Arnold Gacita, president of Petra Automotive Products. They discuss their podcast and what the title of the episode will be. They also talk about the tech shortage in dealerships and ways to retain technicians. Additionally, they touch on how profits can create goodwill. Arnold shares his 32-year history in the automotive industry and how he started his own company. Finally, they discuss Petra's culture and their work with OES while being in 38 countries with over 360 products available at around 4200 dealerships nationwide. Arnold Gacita talks about the charity called Petra Cares that he and his team started...2023-07-2030 min
FWRD: An EasyCare Podcast54. Fixed Ops 5- Looking Back at 2022 with a look ahead to 2023 with Steve Mitchell from Creativeguysteve.comCreativeguysteve.com2023-07-0524 minFWRD: An EasyCare Podcast53. Fixed Ops 5-Technicians and their Wellbeing with Wrench Turner's On-Line and The Wrench Turner's Podcast Joshua TaylorWrench Turner2023-06-2028 minFWRD: An EasyCare Podcast52. Fixed Ops 5- What is Reinsurance with NAC’s VP of Profit Participation Coby Mavrouliscmav@nationalautocare.com2023-06-0525 minFWRD: An EasyCare Podcast51. Fixed Ops 5- Setting the Service Team up for Success with Region Performance Manager for APCO/EasyCare Walt BurnsCorey Smith and Walt Burns discuss the importance of setting up a service team for success in the RV industry. They suggest introducing customers to the service team during their purchase, making follow-up appointments, and offering prepaid maintenance plans as ways to retain customers. The dealers can entice customers with discounts on services or parts and accessories. By using these tools, they can increase customer loyalty and keep them coming back for more services. Walt discusses the importance of prepaid maintenance to retain customers and drive service loyalty, backed by hard data. He also emphasizes the need for open...2023-05-2627 minFWRD: An EasyCare Podcast50. Fixed Ops 5- Aftermarket Parts sales for Auto Dealerships with Tim Hardin from EpicorEpicor2023-05-2026 minFWRD: An EasyCare Podcast49. Fixed Ops 5- Do you want to WIN at every level in Sales w/ Glenn Lundy from 800% Elite AutomotiveGlenn Lundy
Glenn Lundy and Corey Smith discuss the importance of celebrating people in a dealership to get more out of them. They also talk about leveraging the service department in the sales process to increase value, and suggest that dealerships should ask customers what they want instead of assuming. Lundy emphasizes raising the standard of average for dealership employees and holding everyone accountable to it as a way to improve team cohesion, customer service, and revenue.2023-05-0534 minFWRD: An EasyCare Podcast48. Fixed Ops 5- Is RV similar to Automotive with Zach Wakazuru GM with Poulsbo RVzm2023-04-2025 minFWRD: An EasyCare Podcast47. Fixed Ops 5- Sales to Serivce Handoff with Jarrod Kilway COO of Konect AIAI2023-04-0530 minFWRD: An EasyCare Podcast46. Fixed Ops 5-Is Flate Rate Dead with Fixed Ops Director Shawn ButlerShawn2023-03-2023 minFWRD: An EasyCare Podcast45. Fixed Ops 5- Retention with Laurie Halter Owner of CharismaRentention2023-03-0524 minFWRD: An EasyCare Podcast44. Fixed Ops 5- NADA Recap with Dan Shine of AutoNewsAutoNews2023-02-2028 minFWRD: An EasyCare Podcast43.Fixed Ops 5- Outlook of Automotive for 2023 and Beyond with Jeff Liebler Divisional Vice President of the East for APCAPC2023-02-0520 minFWRD: An EasyCare Podcast42. Fixed Ops 5- Tip on Training and being a caring Service Advisor with Automotive Service and Parts Trainer Kieran StackTips2023-01-2030 minFWRD: An EasyCare Podcast41. Fixed Ops 5- EV is coming Are You Ready! with Russell Hill Founder of Fixed Ops MarketingFixed Ops 52023-01-0528 minFWRD: An EasyCare Podcast40. Fixed Ops 5- The Journey of a Service Manager with Fixed Ops Director of Danville Toyota242022-12-2030 minFWRD: An EasyCare Podcast39. Fixed Ops 5- Tips on Recruiting Employees with Charles Higgins Founder of Pinnacle Ail2022-12-0524 minFWRD: An EasyCare Podcast38. Fixed Ops 5- Understanding Telematics with COO of Traver Connect Bob Gowermore to come2022-11-2028 min
FWRD: An EasyCare Podcast37. Fixed Ops 5- Should Training be a year round requirement with Robert Charbeneau Owner of Gear Head Trainingmore to come2022-11-0524 minFWRD: An EasyCare Podcast36. Fixed Ops 5- Growing your own Techs and Team with Service & Parts Manager Darryl TerrellMore to come2022-10-2019 minFWRD: An EasyCare Podcast35. Fixed Ops 5- Recruiting and Team Building with GM/Vice President at Terry Auto Groupmore to come2022-10-0528 minFWRD: An EasyCare Podcast34. Fixed Ops 5- Limiting Beliefs and Self-Beliefs with Wilson Lawrence owner of Wilson's Coachingmore to come2022-09-2024 minFWRD: An EasyCare Podcast33.Fixed Ops 5- What is Telematics as it relates to Automotive with Bob Gower COO of Traver Connectmore to come2022-09-0529 minFWRD: An EasyCare Podcast32. Fixed Ops 5- How to build Trust both Internally and Externally with Dealer Principal and Founder of TruVideo Joe Shakermore to come2022-08-2029 minFWRD: An EasyCare Podcast31. Fixed Ops 5- What does the Manufacturer really want from Franchise Dealers with Dealer Consultant AJ HolstS2 E15 Fixed Ops 5 Episode Description
In this latest episode of Fixed Ops 5, host Corey Smith chats with Dealer Consultant AJ Holst about training and what manufacturers want from franchise dealers. Want industry insight from leading voices? Tune into Fixed Ops 5 to get the scoop.2022-08-0522 minFWRD: An EasyCare Podcast30. Fixed Ops 5- Mobile Service with Chief Operations Officer Ed Robertsmore to come2022-07-2023 minFWRD: An EasyCare Podcast29. Fixed Ops 5- Get a Sneak Peek of NAC's EV Exclusive Product Line with Souvanna Southammavongmore to come2022-07-0524 minFWRD: An EasyCare Podcast28. Fixed Ops 5- Marketing to the Dealerships Customer with Laurie Halter Owner of Charismamore to come2022-06-2021 minFWRD: An EasyCare Podcast27. Fixed Ops 5- Top 5 Things to do once you get promoted with Fixed Ops Director Joe Chambers & Service Manager Erick JaureguiAfter the grind, you get the reward. You’ve been promoted, but now what? If you’re wondering how you can level up your professional prowess, then Fixed Ops 5 is here to give you guidance. In this latest episode, host Corey Smith sat down with Fixed Ops Director Joe Chambers and Service Manager Erick Jauregui to talk about overcoming obstacles, leadership, and the top five things to do once you get promoted. Tune into Fixed Ops 5 on Spotify, Apple Podcasts, or wherever you listen, so you never miss an episode!2022-06-0520 minFWRD: An EasyCare Podcast26. Fixed Ops 5- Where are all the Technician's with Jay Goninen Co-Founder & President of WrenchWayIt is no secret that the last two years have reshaped the automotive industry. Especially with part shortage, a high demand for labor, and an increase in electric vehicles, the world of automotive technicians is getting smaller. The Takeaway
So, where did all the technicians go? They are either finding new careers, retiring, or not utilizing their skillsets to their fullest potential. Dealerships and repair shops will need to adapt to the labor demand and shortages and offer more incentives to attract and keep technicians.
As EVs continue to gain traction on the road, it is imperative that technicians can...2022-05-2024 minFWRD: An EasyCare Podcast25. Fixed Ops 5- Anniversary Podcast Auto News Year in Review with special guestAutomotive Year in Review
As Fixed Ops 5 celebrates its first anniversary, we look back on the last year in the automotive industry. Though a pandemic and part shortages threw a wrench in 2021 with shipment delays and closed showrooms, the last year has shown to be resilient to the ever-changing automotive world.
Corey Smith, host of Fixed Ops 5, recently spoke with various special guests who provide incredible insight to the last year of the automotive industry. Read on or listen to the full episode of Fixed Ops 5 to learn more!
The Takeaway
The last year in the automotive industry has been...2022-05-0540 minFWRD: An EasyCare Podcast24. Fixed Ops 5- Covid, Chip Shortage, Gas Prices and the State of Automotive with Tony Wanderon CEO Of National Auto CareIn the early months of COVID, the automotive industry came to an abrupt stop. The pandemic forced production plants to shut down, contributing to severe part shortages. Showrooms that were once filled with potential buyers became desolate, causing dealers to scramble for innovative ideas in unprecedented times.
According to NADA, new-light vehicle sales in 2020 dropped 14.7% compared to 2019.
Now, two years later, the automotive industry is in an upswing. Tony Wanderon, CEO of National Auto Care, recently spoke with Corey Smith regarding the future of the automotive industry and how dealerships can keep up.
...2022-04-2018 minFWRD: An EasyCare Podcast23. Fixed Ops 5-Where does the BDC go now with Shawn Armorer from BDC AlchemyThere's a lot of interest in the BDC because of its ability to drive traffic. But, over the last two years, dealerships haven't relied on it because of low inventory and high profits. Since we're coming out of the COVID pandemic and vehicle inventory is returning, the success of the last two years will start to disappear, and your BDC will become necessary. Now what?
The Takeaway
Where do you start to have a successful BDC if you're a service advisor, agent, vendor, or someone in the dealership leadership position? There are some things that Shawn Armorer recommends:
Be more...2022-04-0518 minFWRD: An EasyCare Podcast22. Fixed Ops 5- Inside the BDC with Founder & Owner of BDC Alchemy Shawn ArmorerThe Takeaway
So, what can a service advisor or dealership leader take away on making a BDC more successful? Armorer recommends:
• Train BDC employees to go after the opportunities right in front of them and learn from successful employees in other departments.
• Leadership can do better: We're too busy trying to solve short-term problems in ways that have long-term adverse effects. Start with making the onboarding process better. Have a pathway for growth and create leaders.
• Start having fun: Dealerships have over 45 percent turnover, so something is going wrong. Guide the new post-COVID profits the dealership makes into better training and ha...2022-03-2026 minFWRD: An EasyCare Podcast21. Fixed Ops 5- Tips on the Technician Shortage with Service Manager Dan BeakeyFinding technicians for the dealership service department hasn't always been easy but it’s getting more difficult. As dealerships transition out of the pandemic and prepare for servicing EVs, they'll be hiring for current needs and sourcing an utterly new type of service technician.
And it's an issue that the entire auto industry is facing. Dan Beakey, Service manager at Chrysler Jeep Dodge Ram in Dartmouth, Massachusetts, joins Corey to discuss the challenges of locating service techs for current ICE vehicles and how to keep them.
Beakey also addresses the greater need for a hybrid IT...2022-03-0519 minFWRD: An EasyCare Podcast20. Fixed Ops 5- Future State of the Auto Dealerships Paul Meijer Owner of DealerVendorMatch.comPaul Meijer discusses his business, DealerVendorMatch.com, and what 41 years in the automotive industry have taught him about customer service. In this chat with Corey Smith, Paul talks about why dealerships need to be open to change and how they should adapt to the needs of today's customers.
Who is the new customer and why do dealers need to adapt?
The wants and needs of automotive customers have been changing rapidly over the last few years. Covid kicked a lot of those changes into high gear. The customers that dealerships have now aren't like the...2022-02-2023 minFWRD: An EasyCare Podcast19. Fixed Ops 5- Parts Shortage with Kaylee Felio Sales & Marketing Manager with PartsEdgeGet the parts department aligned with other departments in the dealership. After all, they're all working together to produce the same result. Start by holding meetings together and have the teams swap and shadow each other. Encouraging all the departments to work as a single team will also enhance the experience for your customers: when they work together, the departments are all speaking the same language and showing the customer a unified front. This is something customers are looking for and will respond positively to.2022-02-0514 minFWRD: An EasyCare Podcast18. Fixed Ops 5-Mindset & SMART Goals with Zach McVicker CEO & Founder of OnBoardianA calendar year is a convenient timeframe for measuring goals, but that doesn’t mean that the end result is the only thing you should celebrate! Since you’ve already determined the actions your dealership will take to achieve your goal and how you’ll measure success throughout the year, choose milestones along the way and mark their achievement. Taking the time to acknowledge milestones demonstrates meaningful progress toward the end goal; it is easy to lose sight of the bigger picture in the din of day-to-day work obligations, so calling out these achievements for your team is key in dra...2022-01-2014 minFWRD: An EasyCare Podcast17.Fixed Ops 5-Training how to fit it into a busy Service Department with Fixed Ops Director Corey ParkerGaining more knowledge in one’s field of work is a worthwhile end in and of itself, but when it comes to improving your service drive’s performance, measuring the results of training is a must. This is especially true if the goal of a training topic is to improve specific KPIs. Evaluating the success of training involves knowing what areas of performance you’re trying to improve, having a quantifiable measurement of performance in those areas before training takes place, and quantifying them again after training is complete. Measuring the results of training isn’t the end of the process...2022-01-0518 minFWRD: An EasyCare Podcast16. Fixed Ops 5- Ways to show your team you're thankful for them. With Eric Radford Regional Sales Manager for National Auto CareIt’s that time of year again: the holidays are upon us! The holiday season brings with it a natural period of reflection and feelings of gratitude for our triumphs—personal, professional, or otherwise—over the course of the past year. When it comes to embracing this aspect of the holidays in a professional sense, it is especially important for leaders to demonstrate their appreciation for their team(s) for a year of hard work and achievements. Every business is different, and fortunately there are many ways for managers and leadership to demonstrate their appreciation for their teams. Particularly now, w...2021-12-2021 minFWRD: An EasyCare Podcast15. Fixed Ops 5- Keeping your Employees engaged with Zach Spangler CEO of NimbleTo construct a culture of high development, start at the very top with the purpose your executives define and operationalize. Their attitudes, beliefs and behaviors about purpose will cascade -- what they believe, everyone will come to believe. Engineer a communication network that carries those values into the lived experiences of workers. Draft a plan that shepherds employees' development, with an eye toward their strengths, throughout their entire career. And, above all else, teach managers how to engage workers. Half of all workers have left a job to get away from a manager at least once.
Do...2021-12-0518 minFWRD: An EasyCare Podcast14. Fixed Ops 5- Employee Retention with Strategic DX CEO Steve ApicellaWhile a lot of focus is placed on dealerships retaining customers—and rightly so—employee retention should be equally important when reviewing how to improve your store’s profitability. The data is clear: engaging and retaining employees is a must for any successful business. But how can dealerships improve this part of their operations? It starts with understanding the importance of employee engagement and retention, and what today’s workers need to connect to their jobs in a way that benefits them and you.
Want more insight from Steve about optimizing keep your team engaged? Hit play now and listen to his f...2021-11-2021 minFWRD: An EasyCare Podcast13. Fixed Ops 5- Customer Experience how to be the gold standard with Strategic DX CEO Steve ApicellaIf all your team hears is “sell, sell, sell!” they aren’t hearing why they should care about the success of the dealership or their teammates, or the satisfaction of their customers. Put another way: if your customers are only giving your store high survey marks because your employees say it will help them keep their jobs—rather than because they actually had a good experience at your dealership—what does that say about your business to your staff? To your customers?
Having established why employee engagement and retention are important, the next step is to figure out how to...2021-11-0524 minFWRD: An EasyCare Podcast12. Fixed Ops 5- Fixed Ops is more than just Service with Kaylee FelioWhen it comes to Fixed Ops, the management team often thinks of the service department first and the parts department second. But the parts department is often the largest asset a dealership has, carrying an average of $1.2 million worth of inventory. If you had $1.2 million lying around, wouldn't you want to manage it to the best of your ability?
Absolutely, and that's what Kaylee Felio helps parts departments do. She works for Parts Edge, a service that helps parts managers deal with the day-to-day demands of their job while managing their inventory better. Kaylee started with the Parts Edge team...2021-10-2014 minFWRD: An EasyCare PodcastEpisode 11 What your dealership doesn't know about Recalls Part 2 with Sean ReyesIn our first episode on recalls, we talked with Sean Reyes, the Chief Marketing Officer of Recall Masters. Sean discussed the current recall crisis and how service departments can use it to bring in new customers and increase revenue. Sean returns to the podcast in this episode to talk about:
The laws surrounding selling used vehicles with open recalls
Who has the responsibility for recall repairs
What dealerships can do to get more customers in for recall repairs.
Three Key Takeaways About Recalls
Recalls are a problem that isn't...2021-10-0517 minFWRD: An EasyCare PodcastEpisode 10 What your dealership doesn't know about Recalls With Sean ReyesOne in four vehicles on the road today is affected by a recall. For dealerships, this means a lot of extra work for customers you don't currently have a relationship with and who are only coming to you for a free service. To many business owners, this can seem like a nightmare. But if you view recalls as an opportunity to wow a customer and potentially convert them into someone who will come back to you again and again, recalls can be a great way to grow your customer base.
In this blog, we'll learn from Recall Masters CMO, Sean...2021-09-2018 minFWRD: An EasyCare PodcastEpisode 9 Fixed Ops 5- F&I Similar to Service with Account Manager Chris WilsonSometimes your F&I and Service departments mix like oil and water. But for service advisors and managers, there is a lot to gain by learning how to mix well with their up-selling counterparts in F&I. In this blog, we learn from seasoned dealership pro Chris Wilson. Chris has been in the car business for over 15 years, including 12 years in the F&I department. He offers advice on how to get service and F&I departments to work well together, with the ultimate goal being providing an optimal customer experience and a more profitable business.
Three Key Takeaways
Chris...2021-09-0514 minFWRD: An EasyCare PodcastEpisode 8 Fixed Ops 5- Going from Good to Great With Service Manager Erick JaureguiYou might be a good service advisor. You've heard it from your supervisor, your customers, and your team. But how do you go from being a good service advisor to being a great one?
In this episode, Corey interviews Erick Jauregui, a service manager for two Chicago dealerships. Erick started as a porter and worked his way up to his current management position, where he's now teaching other advisors how to go from good to great. Here, he shares his key tips for service advisors who want to take their profession to the next level.
...2021-08-2013 minFWRD: An EasyCare PodcastEpisode 7. Marketing and adding more onto the Repair Order with Russell HillRussel B. Hill: With inventory dwindling, revenue is taking a hit. However, with time-saving technology, you can convert your existing customers to new services. Hill suggests giving your service department the technological tools for success and bring everyone up to the 21st Century.
In a recent interview with Corey Smith of Fixed Ops 5, Russell Hill discussed educating consumers through video technology and converting them with embedded coupons.
For 30 years, Hill has represented the most successful marketing companies in the automotive industry and is Founding Manager & Partner of Fixed Ops Marketing, a dealership marketing software provider...2021-08-0515 minFWRD: An EasyCare PodcastEpisode 6. Real Growth within the Service Department with Jim RocheJim Roche: Look to the warranty business for service department growth in 2021
As vehicles become more complicated, repair orders are stacking up on your desk. Jim Roche suggests letting your service department drive dealership profit by turning those stacks or RO's into piles of cash.
The past year has been stressful in the dealership world, but post-COVID, owners are discovering it's a great time to be a dealer. Service has returned to pre-COVID levels, and dealers are getting better margins on car sales.
But there are storms on the horizon. Inventory is shrinking...2021-07-2015 minFWRD: An EasyCare PodcastTrailer Episode 7 Marketing and Adding more onto the Repair order with Russell Hill From Fixed Ops MarketingAugust 5th Fixed Ops 5 an National Auto Care podcast is proud to present Russell Hill Founding Manager & Partner of Fixed Ops Marketing.
Join National Auto Cares Fixed Ops Training Manager Corey Smith and Russell Hill as they talk about the Chip shortage and how to bring your dealership in the 21st century by using video technology, educating consumers before they even make an appointment. The Fixed Ops 5 podcast with your Host Corey Smith can be found on apple, Spotify and the video version can be found on YouTube along with a blog about each show https://www...2021-07-1300 minFWRD: An EasyCare PodcastEpisode 5. The Disconnect Between F&I and Service with Jay LawrenceThese days, you've probably noticed that there's a lot of stress on your F&I department. After all, they're the ones that work on nearly every single sales deal that goes out your door. As with other departments, it's important that your F&I department doesn't function on its own island; this is for the good of the F&I department and for the store. Ever since F&I became its own entity within dealerships, there has been a tendency for an invisible disconnect to develop between that office and the service department.
The Disconnect Between F&I and Service
...2021-07-0509 minFWRD: An EasyCare PodcastEpisode 4. Turning In-Store Competition into Cooperation, Driving Retention with National Trainer Cindy LawrenceTurning In-Store Competition into Cooperation, Driving Retention
Marketing to customers that already know and trust you is much easier and more cost-effective than engaging in regional blanket marketing campaigns sent off to the general masses. While it doesn't completely replace campaigns targeted toward new customers, it certainly produces a much higher ROI. This begs the question: if retention is so important, why do so many dealerships have disjointed departments that aren't effectively working together as a whole toward that goal?
One of the major reasons is that employees are hired to do a specific job...2021-06-2011 minFWRD: An EasyCare PodcastTrailer for Episode 6 Jim Roche Real Growth within the Service DepartmentJuly 20 fixed ops 5 a National Auto Care podcast is proud to present special guest Jim Roche
A 2 time author and 30 years of experience in the fixed operations department
Jim Roche will talk about his experience and the latest trends heading into the next few years.
The fixed ops five podcast can be found on Apple Spotify and the video version can be found on YouTube if you would like to be a guest please email Corey Smith
At csmith@nationalautocare.com
NAC’s Fixed Ops 5 podcast
Powered by passion2021-06-1600 minFWRD: An EasyCare PodcastEpisode 3. Retention and Team Building with special guest Tim PallayService Experience Critical to Creating Loyalty
For many dealerships in today's market, there is a disconnect between departments. The sales, service and parts departments are all run in separate ways, preventing your dealership from operating as one fluid and successful entity. It's not until you're able to combine each part of the business into one powerful, unified force that you'll begin to earn customers that will keep coming back year after year.2021-06-0411 minFWRD: An EasyCare PodcastEpisode 2. Multi-Point Inspection from the Dealers point of view with Fixed Operations Director at International Imports Joe ChambersMulti point inspection what does it mean from the customers point of view why would the customer want a dealership to perform a multi-point inspection what is the goal of the multiple inspection from the service department‘s point of you. Both of his questions can be answered very easily the goal from the customers point of you is to know their vehicle make sure it’s safe reliable dependable performs and also protects their investment. The goal of the multi point inspection from the dealerships service departments Point of you is letting their customer know what’s going on wit...2021-05-2008 min
FWRD: An EasyCare PodcastEpisode 1. Multi-Points How to present them with Fixed Ops Magazine Publisher Ron OversJust the facts: How to successfully present a multi-point inspection
Vital Statistics: Year, Make, Model, and Mileage
It may sound funny, but most customers who come in for service don't know the year, make, model and mileage of the vehicle they drive every day.
How to leverage technology to achieve getting the Multi-Point Inspection to the customer as fast as possible.
2021-05-0507 minFWRD: An EasyCare PodcastNational Auto Cares Fixed Ops 5 TrailerHey Check this out: National Auto Care has a new podcast! Called Fixed Ops 5!
What is it about?
Glad you asked! It’s an inside look at the Fixed Operations and F&I Departments within a car dealership. With an exciting industry guest in every episode, we’ll take a closer look at high impact Items in the service drive that can help each department become better and give the teams a voice. Tune in, on the 5th and 20th of each month, and subscribe to make sure you never miss an episode. You can even...2021-04-2100 min