Episodes

  • Episode 51 - A Facebook Post Turned Into THIS?!

    Episode 51 - A Facebook Post Turned Into THIS?!
    Jun 18 2026
    One message. A dozen detours. Dave delivers an all-time rant about oil changes. Steve fires back on everything that’s broken about dealership training. There’s even a little conspiracy talk (hey, it happens). And buried in all the chaos is a genuine fixed ops masterclass on the monsters every service leader is fighting right now: employee retention, building a real career path, and the customer service challenges crushing the drive.
    Show More Show Less
    32 mins
  • Episode 53 - From 4 Techs to $1.5 Million a Month: A Fixed Ops Climb

    Episode 53 - From 4 Techs to $1.5 Million a Month: A Fixed Ops Climb
    Jun 13 2026
    This live episode features two power-hitters. Ed Kopec of Paul Miller Audi walks us through his career — from service manager of a small four-technician Porsche store to building a $1.5 million+ fixed ops gross powerhouse, and his trajectory from service manager to general manager to vice president. Then the Profit Partner Spotlight goes to Michael Scorcio, MBA, Vice President of Traxtion, on how modern training tools and technology are helping the best dealerships grow.
    Show More Show Less
    Less than 1 minute
  • Episode 52 - When the Customer Drops the F Bomb: Where's YOUR Line in the Sand?

    Episode 52 - When the Customer Drops the F Bomb: Where's YOUR Line in the Sand?
    Jun 11 2026
    Dave Rogers and Steve Shaw tackle one of the most under-trained skills in the dealership: the art of diffusing a hostile customer. They cover why most associates have poor customer-diffusion skills, what to do when a customer drops the F-bomb, how to define your line in the sand BEFORE the conflict starts, and a set of practical diffusion strategies for the service drive.
    Show More Show Less
    31 mins
  • Episode 51 - The Extended Oil Change Lie

    Episode 51 - The Extended Oil Change Lie
    Jun 9 2026
    Dave Rogers and Steve Shaw expose what they're calling The Pseudo Warranty Conspiracy: a 25-year, quiet financial shift by automotive manufacturers that transferred billions in warranty cost off OEM books and onto dealers (via reinsurance liability) and customers (via repair bills). The mechanism: extending service intervals so that wear-and-tear failures fall outside warranty coverage, while vehicles also fail sooner. The episode connects warranty cost, planned obsolescence, used car mechanical liability, and dealer reinsurance plans into one unified financial picture.
    Show More Show Less
    33 mins
  • Episode 50 - The Great Debate: Leader or Manager in the Service Drive?

    Episode 50 - The Great Debate: Leader or Manager in the Service Drive?
    Jun 7 2026
    Episode 50 of Fixed Ops Focus Live tackles the difference between management and leadership—and what really separates a good service manager from a great one. Guest Bob Orozco of Wilmington Land Rover shares his path from service advisor to service manager to general manager, while Profit Partner Michael Keene of Chameleon shows how the right data helps managers grow into true leaders. Tune in for real stories from the bays, one immediate-impact idea you can put to work today, and practical takeaways to make your dealership better.
    Show More Show Less
    Less than 1 minute
  • Episode 49 - The CSI Retention Paradox

    Episode 49 - The CSI Retention Paradox
    Jun 4 2026
    Steve Shaw and Dave Rogers tackle one of the most confusing — and most urgent — paradoxes in fixed operations today: customer satisfaction scores are at all-time highs, while customer retention and RO traffic are quietly collapsing. Those numbers should not be moving in opposite directions at the same time, and yet they are, everywhere in the country. Dave and Steve unpack the real economic forces driving this paradox, then return to the prescription: a back-to-basics, slow-down, every-tenth approach to fixed ops.
    Show More Show Less
    30 mins
  • Episode 48 - Why Real Training Pays Back 10X

    Episode 48 - Why Real Training Pays Back 10X
    Jun 3 2026
    Steve Shaw and Dave Rogers take on the single most misunderstood investment in the modern dealership: training. Steve walks through what real training looks like, how to hire a trainer, why the four training modalities (seminars, on-site workshops, structured webinars, microlearning) must be blended, why 15-second clickbait “training” is hurting the industry, why an on-site trainer pays for itself many times over, and his signature formula: P + B = R³ (Process plus Behavior equals exponentially better Results).
    Show More Show Less
    30 mins
  • Episode 47 - The Great Technician Exodus: Why Your Best Tech is About to Quit

    Episode 47 - The Great Technician Exodus: Why Your Best Tech is About to Quit
    Jun 2 2026
    Dave Rogers and Steve Shaw tackle the single most urgent crisis facing the automotive service industry: how dealerships pay their technicians. Manufacturer warranty labor times have been squeezed to the point where flat-rate technicians cannot make a living on warranty work alone, and the industry is hemorrhaging talent. This episode covers the realities of flat-rate pay, the importance of techs being able to perform maintenance and customer-pay work, the emerging legal angle of warranty labor multipliers, and why dealerships should maintain customers' vehicles at greater intervals than the manufacturer recommends.
    Show More Show Less
    27 mins