Allie Peters is a dynamic leader in the automotive industry, currently serving as the Vice President of Service Operations for Cavender Auto Group. With over 13 years of experience, Allie has a unique path that started with a degree in communication and psychology and led her to become one of the most respected figures in her field. Recognized as one of Automotive News' 40 Under 40, Allie's journey is an inspiring testament to hard work and dedication

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What we discuss in this episode:

A significant portion of our discussion centered around the people-centric approach that Allie has championed at Cavender Auto Group. She shared the initiatives her team has implemented to create a positive and inclusive work environment, such as competitive pay plans, work-life balance strategies, and team-building events. Allie believes that fostering a supportive and motivating workplace is key to attracting and retaining top talent. Her insights into building and maintaining a strong team culture are particularly relevant for leaders looking to enhance their organizational dynamics.

As we explore Allie's tenure as VP and her ambitious goals for the future, you can feel the excitement and passion in her voice. She talks about her relentless drive to break new records and the innovative plans she has in store. Her vision for the future is nothing short of inspiring. But what exactly are these bold aspirations, and how does she plan to achieve them?

Listen to the episode featuring Allie Peters for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Allie Peters

Connect with Ted Ings and the Fixed Ops Roundtable:

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• Ted Ings on LinkedIn
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How can accurate appraisals transform your dealership’s profitability? Are you leveraging fixed ops to maximize your margins? In this episode we dive deep into these critical questions with Micah Tindor, Senior Director of Strategic Planning at Cox Automotive, Kelley Blue Book Instant Cash Offer.

Micah Tindor is a seasoned expert in strategic planning at Cox Automotive, overseeing Kelley Blue Book’s Instant Cash Offer program. With years of experience in the automotive industry, Micah brings invaluable insights into how dealerships can optimize their appraisal processes and integrate fixed operations for maximum profitability.

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What we discuss in this episode:

In this insightful episode, Micah Tindor shares how dealerships can unlock hidden revenue by optimizing their appraisal processes and leveraging the fixed ops department. By embracing technological advancements and fostering better coordination between fixed and variable ops, dealerships can significantly enhance their profitability and customer satisfaction.

We also talk about

• The importance of the appraisal process in dealership profitability
• Strategies to protect margin through accurate reconditioning appraisals
• How fixed operations can proactively support the variable ops department
• The role of technology in modernizing the appraisal process
• Best practices for integrating fixed and variable ops for seamless operations

Listen to the episode featuring Micah Tindor for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Micah Tindor

Connect with Ted Ings and the Fixed Ops Roundtable:

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Tiffany Peeler is the Vice President of Sales and Operations at Brooke.ai. With a deep understanding of the automotive industry, Tiffany leads the charge in integrating advanced digital voice assistant technology into service scheduling. Her insights and experience have been instrumental in developing Brooke.AI 2.0, a tool that promises to enhance both customer and employee experiences.

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What we discuss in this episode:

Tiffany elaborates on how Brooke.ai is revolutionizing service scheduling with its latest version, Brooke 2.0. She explains the new features that have been introduced, such as greeting customers by name and selecting the correct vehicle record using advanced logic. These enhancements not only improve the efficiency of service scheduling but also significantly enhance the customer experience by reducing call times and ensuring accurate bookings.

Another key discussion point is the impact of Brooke.ai on operational efficiency. Tiffany highlights how the new features, such as the whisper functionality and the ability to transfer calls based on service options, empower dealership employees. This empowerment allows staff to handle more complex tasks while Brooke.ai manages routine service calls. Additionally, Tiffany discusses the upsell functionality that helps dealerships increase service volumes by identifying and suggesting necessary maintenance based on the customer's vehicle data.

For those interested in exploring how Brooke.ai can transform your dealership's service scheduling, visit Brooke.ai or Proactive Dealer Solutions.

Listen to the episode featuring Tiffany Peeler for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Tiffany Peeler

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

Aaron Watters is the visionary President of OEM Interactive, a purpose-driven fixed ops digital marketing agency. With a career spanning decades, Aaron has dedicated himself to creating environments where both employees and partners thrive. His latest venture, FixedOpsJobs.com, is a testament to his commitment to solving industry challenges and fostering growth through innovative solutions.

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What we discuss in this episode:

In this episode, Aaron Watters elaborates on the core philosophy of OEM Interactive: "Our people, our partners, is our purpose." He explains how this guiding principle influences every aspect of their work, from internal culture to client relationships. Aaron shares insights into how a purpose-driven approach leads to extraordinary results, fostering genuine connections and long-lasting partnerships. By prioritizing the well-being and growth of both employees and partners, OEM Interactive has cultivated a thriving and collaborative environment.

Aaron also emphasizes the importance of fostering a supportive and collaborative work environment. He believes in the principle of rising by lifting others, which has been instrumental in shaping the success of OEM Interactive. Aaron shares his thoughts on creating a workplace where every team member feels valued and empowered. This inclusive culture not only enhances employee satisfaction but also leads to better service for partners and clients. Aaron's leadership approach highlights the significance of mutual support and continuous improvement.

Listen to the episode featuring Aaron Watters for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Aaron Watters

Connect with Ted Ings and the Fixed Ops Roundtable:

1. Register for the next Fixed Ops Roundtable Event
2. Ted Ings on LinkedIn
3. Center for Performance Improvement

What makes a successful automotive service department? How do industry leaders stay ahead of the curve in a rapidly evolving market? Join me, Ted Ings, as I dive deep into these questions and more with two remarkable guests Ed Roberts who is the Chief Operating Officer at Bozard Ford Lincoln, and Damon Egan Serving as the Service Manager at Sherwood Ford in Sherwood Park, Alberta.

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What we discuss in this episode:

In this episode we delve into the philosophies and strategies that drive the success of two prominent leaders in the automotive service industry, Ed Roberts and Damon Egan.

We begin with Ed Roberts, who shares the foundational principles behind Bozard Ford Lincoln's acclaimed service department. Ed elaborates on their acronym, BEST (Building Excellence through Superior Training), which encapsulates their commitment to fostering a culture of excellence. He explains how their strategic partnerships with trade schools and the establishment of Bozard University have created a robust pipeline for developing skilled technicians, salespeople, and service advisors. This innovative approach not only enhances team competency but also fortifies their brand's reputation for quality service.

Damon Egan, brings a complementary perspective, emphasizing the critical importance of hiring for heart and integrity over mere technical aptitude. Damon discusses how Sherwood Ford's high retention rates are a testament to their supportive and growth-oriented work environment. He underscores the significance of drive and desire in new hires, noting that while technical skills can be taught, a strong work ethic and genuine commitment are irreplaceable.

A key theme in our discussion is the evolving role of mobile service in the automotive industry. Both Ed and Damon emphasize the importance of meeting customers where they are, reducing friction in service delivery, and valuing customers' time.

Listen to the episode featuring Ed Roberts and Damon Egan for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Ed Roberts and Damon Egan

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

David O’Brien is a visionary in the automotive service industry, with a rich history of innovation and leadership. As the Co-Founder and Board Chairman of Quantum5, he has been instrumental in reshaping how dealerships approach service operations, customer retention, and team collaboration. His experience spans from being part of the legendary Pat Ryan organization to leading Quantum5’s groundbreaking initiatives.

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What we discuss in this episode:

David O’Brien brings a fresh perspective to the concept of morning meetings. These aren’t just your typical "save a deal" gatherings; they’re strategic sessions designed to plan for success. O’Brien emphasizes the importance of proactive planning over reactive problem-solving. He shares, "In fixed operations, it’s about creating a plan that includes thinking of what could go wrong and being ready for success."

Drawing from his personal experiences, O’Brien discusses the critical role of customer retention. He shares his own frustrations as a customer and how dealerships can avoid making customers feel like "civilians" in their own service experience. "I just don’t want to feel like a civilian," he says, highlighting the need for personalized, attentive service.

David O’Brien’s insights are a game-changer for any dealership looking to enhance their service operations. His emphasis on proactive planning, effective communication, and continuous improvement provides a roadmap for success. Tune in to this episode to discover how you can transform your morning meetings and elevate your service department to new heights.

Listen to the episode featuring David O'Brien for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, David O'Brien

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

Anne Lister is a seasoned Service Manager at Williams Auto Group with over 12 years of experience in the automotive industry. Before joining Williams Auto Group, Anne spent 15 years in personal lines insurance. Her journey into the automotive sector was unexpected, but she quickly found her passion for fixed operations. Anne is known for her dedication to building strong relationships with her team and customers, fostering a culture of transparency, and implementing innovative solutions to enhance service delivery.

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What we discuss in this episode:

As a female leader in a male-dominated industry, Anne faces unique challenges. She candidly discussed the hurdles she encounters, such as dealing with preconceived notions about her expertise and managing a team predominantly composed of men. Anne shared strategies she uses to assert her knowledge and gain respect, including allowing customers to voice their opinions before guiding them with her own expert insights. Her experiences underscore the importance of empathy, patience, and resilience.

We also explored the innovative practices Anne has implemented at Williams Auto Group, particularly the adoption of digital multipoint inspections (MPIs). She explained how these digital tools enhance transparency and trust with customers by providing detailed visual reports of their vehicles’ conditions. This approach not only improves customer satisfaction but also sets Williams Auto Group apart from its competitors. Anne highlighted the positive feedback from customers, especially women, who appreciate the clarity and control these digital inspections offer.

Listen to the episode featuring Anne Lister 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, Anne Lister

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
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• Center for Performance Improvement

Rob Leary is the Director of Sales at BG Products, Inc., where he oversees a robust network of over 800 representatives across North America. With extensive experience in the automotive industry, Rob brings invaluable insights into maximizing dealership profits through innovative warranty analysis solutions.

Today, we delve into an essential yet often overlooked aspect of dealership operations—warranty analysis. Rob and his team are revolutionizing how dealerships approach warranty labor and parts markup, helping them unlock significant financial gains.

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What we discuss in this episode:

Rob Leary and I discuss the intricacies of warranty analysis, a field where BG Products excels. One striking revelation is the substantial profit dealerships miss out on due to incomplete or incorrect warranty submissions. Rob shares that nearly 20% of dealerships have never filed for an increase, and 70% of those who do, fail to maximize their lift. The numbers are staggering: an average increase of 26.41% in parts markup and 24.85% per hour in labor lift, translating to over $282,000 in annualized net profit for the average dealership.

Rob also introduces BG Products' dual approach to warranty analysis: a comprehensive "Do It For Me" service and a flexible "Do It Yourself" software solution. Both options are designed to simplify the process, minimize dealership workload, and maximize financial returns.

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 Event
• Ted Ings on LinkedIn
• Center for Performance Improvement