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In this episode of FWRD, hosts Corey Smith and Erick Jauregui speak with Eric Meahan, Managing Director of Repair360, about the declining profitability of used cars at dealerships.
Meahan explains that gross profit per unit has dropped over 12% year-over-year due to inflated acquisition costs post-COVID, parts shortages, and increased reconditioning expenses.
He emphasizes that dealerships must shift from viewing reconditioning as an afterthought to treating it as their supply chain. Key strategies discussed include improving vehicle appraisal processes, implementing better communication systems, tracking leading indicators rather than just cycle time, and establishing clear accountability in the recon process.
Meahan recommends dealerships focus on getting vehicles retail-ready within five days, implement daily recon huddles, and measure KPIs like idle time, parts waiting periods, and rework.
The conversation highlights how proper reconditioning management can turn used cars back into a profitable center for dealerships, with practical advice for immediate implementation.
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In this episode of FWRD, Erick Jauregui sits down with the leadership team from Reeder Trausch Marine to explore what it takes to build a high-growth dealership without losing sight of culture. From humble beginnings to multi-location success, the team shares how strong leadership, clear communication, and unwavering standards have fueled their growth.
The conversation dives into the importance of maintaining a family-first culture, developing leaders from within, and creating consistent, customer-focused processes across every department. The team also discusses innovation in the marine spaceâfrom training and technology to new customer experience initiatives like boating education and concierge-style services.
Listeners will gain insight into how Reeder Trausch Marine continues to evolve while staying grounded in its core values, and how intentional leadership, accountability, and investment in people can drive both performance and long-term success.
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In the latest episode of FWRD, Erick Jauregui speaks with Bernie DeGraw, a senior education developer for MRAA. They discuss the evolution of customer expectations in the marine service industry, emphasizing the significant gap in service compared to sales.
Bernie highlights the importance of communication skills and education for service managers and advisors, noting that these roles must improve customer interactions to enhance service experiences. They agree that the focus should shift towards creating a continuous relationship with customers post-sale, rather than viewing the sale as an endpoint.
Additionally, the conversation touches on the necessity of incorporating technology, including AI, to improve customer service and streamline operations. The episode encourages listeners to take actionable steps to enhance communication and training within their teams to foster a world-class customer experience in the marine service sector.
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In this episode of FWRD, Corey Smith sits down with Russell Hill, Co-Founder and Managing Partner of Fixed Ops Marketing, to discuss why dealership websites have become the new digital showroom for fixed operations.
With more than 40 years in the automotive industry, Russell shares insights on how the service customer journey has shifted online and why many dealership websites still fail to meet modern expectations. Nearly 30% of dealership website visitors are looking for service information, yet many encounter outdated content, poor navigation, or limited transparency around pricing.
Corey and Russell explore how dealerships can improve their digital service experience, reduce customer defection after the warranty period, and capture more fixed ops revenue through clearer navigation, better content, and a more intentional digital strategy.
They also discuss how emerging technologies like AI and predictive maintenance will continue to reshape the service experience and help dealerships anticipate customer needs earlier.
For dealers focused on growth and retention, one thing is clear: your website plays a critical role in the future of fixed operations.
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See EasyCoach in action: easycare.com/easycoach
What if every F&I conversation in your dealership could drive better performance, stronger compliance, and higher revenue?
In this episode of FWRD, we introduce EasyCoachâ powered by Siro, EasyCareâs newest AI-driven platform designed to reinforce F&I training and turn real customer interactions into actionable coaching insights.
EasyCoachâ records, transcribes, and analyzes real finance conversations, scoring them against the proven EasyCare F&I process to surface coaching opportunities, compliance risks, and missed revenue moments.
Why EasyCoach matters for dealerships:
Most dealerships invest in training. EasyCoachâ ensures that training is consistently executed in every deal.
By providing real-time visibility into whatâs actually happening in the F&I office, EasyCoachâ helps leaders coach with precision, improve accountability, and scale performance across their teams.
What youâll learn in this episode
How AI is transforming F&I coaching through real conversation analysisHow dealers are seeing a $200+ lift in PBRHow product penetration increased from 4% to 20% with better visibilityHow EasyCoachâ helps identify compliance risks before they become costly issuesA real example of $120K saved through recorded transaction validationWhy top-performing F&I managers succeed through stronger rapport and needs assessment -
In this episode of FWRD, Corey Smith and Erick Jauregui sit down with leadership expert and author Jamison Carrier to discuss what it really takes to build a high-performing team in todayâs automotive industry.
Jamison shares insights from his new book Building a Championship Team, including why money alone is a weak motivator, how leaders can create a culture centered around winning, appreciation, and accountability, and why dealerships must move beyond informal hiring practices to build stronger teams. He explains how identifying traits like hunger, humility, and competitiveness can help leaders hire and promote the right people, not just the best interviewers.
The conversation also explores common leadership challenges in growing organizations, including unclear roles, communication breakdowns, and the risks of promoting top performers who may not yet be ready for leadership positions. Jamison emphasizes the importance of defining expectations clearly so every team member understands what success looks like and how to achieve it.
For dealership leaders focused on improving team performance, retention, and culture, this episode provides practical strategies for building organizations that prioritize accountability, development, and long-term success.
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In this episode of FWRD, Corey Smith and Erick Jauregui break down what it really takes to win in fixed operations in 2026 and beyond.
Service is no longer just a department. It is the dealershipâs profit engine. And the stores that treat it that way will dominate the next decade.
With overloaded service advisors, technician shortages, smarter customers, and rising corporate demands, doing what worked in 1990 will not work in 2026.
Corey and Eric share real, actionable plays for:
âą Turning the service drive into a sales floor
âą Elevating the role of the service advisor
âą Rethinking dealership layout and operational structure
âą Building a fixed ops culture that drives long-term profitability
âą Aligning service strategy with dealership growth goals
If you are a dealer principal, GM, fixed ops director, or service manager looking to increase retention, improve RO performance, and future-proof your store, this episode delivers practical strategies you can implement now.
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In this episode of FWRD, hosts Corey Smith and Erick Jauregui break down what dealerships must do to professionalize the service advisor role in 2026 and beyond. From KPI literacy and daily coaching to AI adoption and video multipoint inspections, this conversation outlines a blueprint for transforming service departments into frontline revenue engines.
Youâll learn:
Why one-time training fails and how to build a true practice cultureThe KPIs every service advisor must understand (ELR, approval rate, HPR, declined services)How AI tools like video MPIs and automated scheduling will reshape advisor workflowsWhy service must shift from âafter saleâ to lifetime ownership experienceHow integrating F&I knowledge into service drives retention and extended warranty revenueThe importance of visible scoreboards, daily huddles, and positive reinforcement coachingIf you want to increase approval rates, raise effective labor rate, improve CSI, and build long-term customer loyalty, this episode delivers the strategy.
Service is no longer a back-end department. It is the dealershipâs competitive advantage.
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AI is everywhere in automotive right now, but not all âAIâ is the same.
On this episode of FWRD, Corey Smith and Erick Jauregui sit down with Sean Hartman, VP of Sales at Toma, to talk about the practical side of AI for dealerships, especially in service and customer communications. Sean shares how dealers can avoid the hype, start with clear goals, and choose solutions that actually move the needle.
Youâll learn:
The simplest way to think about AI in a dealership: start with the use caseTwo common dealer scenarios where AI delivers fast wins (overwhelming call volume vs. repetitive BDC calls)How to spot real AI vs. advanced IVRThe âArt of AIâ framework: Adoption, Resolution, TailoringWhat to ask vendors (learning over time, benchmarks, call-tree placement, integrations)Where the human touch still matters most (status calls, tough conversations, upset customers)What the next 3â5 years may bring: smarter, more dynamic workflows and communicationsIf you are exploring AI, this is a strong starting point to evaluate tools with clarity and confidence.
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In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui sit down with Eric Meahan to explore how data-driven reconditioning helps dealers reduce cycle time, control costs, and protect used vehicle margins.
Eric shares how EchoPark cut reconditioning cycle time to five days by improving process visibility, labor allocation, and supplement management. The conversation highlights why idle time between recon steps is often the biggest bottleneck, not technician productivity, and how integrated tools eliminate manual tracking and errors.
They also discuss how tighter controls, upstream recon decisions, and mobile repair strategies will become critical as used vehicle market conditions shift. The episode reinforces how aligning people, process, and technology can turn reconditioning into a competitive advantage.
đ§ Listen now to learn how smarter recon processes can improve throughput, efficiency, and profitability across your dealership.
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What does leadership look like when profit is no longer the priority?
For Brent Smith, it looks like showing up for people who are often forgotten. In this episode, Brent opens up about founding Loveâs Reflection after years of hospice volunteering and a near-death experience that permanently shifted his perspective on life, death, and purpose.
Youâll hear how Loveâs Reflection focuses on fast, meaningful, deeply personal acts of service, from granting final wishes to simply ensuring no one feels alone at the end of life. Brent also shares how a major partnership with Akron Children's Hospital is expanding the nonprofitâs reach and why leadership grounded in compassion has reshaped his dealership culture, team morale, and long-term vision.
This conversation goes beyond nonprofit work. Itâs about redefining success, building community when none exists, and understanding how one small act of kindness can impact everyone involved.
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In this episode of the FWRD Podcast, Corey Smith sits down with Laurie Halter to discuss why authenticity and clear communication are essential to building trust, culture, and performance in automotive.
Laurie explains how brand promises only work when they are consistently delivered at every customer touchpoint. From sales and service conversations to leadership communication, she shares why customers and employees quickly lose trust when words and actions do not align.
The conversation explores how understanding emotional drivers helps teams communicate more effectively, improve loyalty, and strengthen internal culture. Corey and Laurie also discuss leadership language, personal brand alignment, and why authentic video and storytelling resonate more in todayâs digital landscape.
They also touch on crisis communication and reputation management, highlighting the importance of transparency, accountability, and follow-through. The episode closes with a reminder that honest, human leadership builds stronger relationships and long-term success.
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In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui unpack one of the biggest transitions in fixed operations: moving from service advisor to service manager.
Together, they break down what it means to step into leadership, highlighting the importance of shifting from individual performance to team success. The discussion covers key management skills like understanding and teaching metrics, maintaining shop balance, managing inventory, and forecasting effectively.
The hosts also explore how to handle tough conversations, set healthy boundaries, and foster a positive team culture built on communication and accountability. Throughout the episode, they emphasize the importance of leading by example and investing in professional development to keep growing as a manager.
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In this episode, Matt Raymond, COO of Bowtie Solutions, joins Erick Jauregui to share how dealerships can modernize their service BDCs without sacrificing quality or breaking the budget. Matt explains why his team defines AI as âActual Individuals,â and how the right balance of people and automation can transform a call center from a cost center into a profit driver.
They discuss how customer expectations have evolved, why dealers need to track the right performance metrics, and how outsourcing can fill process gaps while keeping operations scalable. Matt also shares real results, including how one dealership captured 67 missed calls and turned 47 of them into appointments within two days.
The conversation wraps with three simple takeaways: if you canât manage it, outsource it; know your numbers and compare results; and stay focused on what your team does best.
đ§ Listen now to learn how human connection, smart technology, and consistent tracking can take your BDC performance to the next level.
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What if your dealership website worked like your best employeeâalways converting, engaging, and selling 24/7?
In this episode, Russell Hill returns to the FWRD Podcast to share how Fixed Ops Marketing rebounded from a near acquisition to scale past 600 stores through digital innovation and smarter service strategies. Russell and host Corey Smith dive into:
Why 30% of dealership website visitors come for service contentâand often leave unsatisfied
The âthree-click ruleâ and how it impacts engagement and retention
The growing role of AI in predictive maintenance and mobile service
How to reduce customer defection by improving digital transparency
Why your website deserves the same attention as any employee
Russell also gives a glimpse into his personal journeyâbuilding a family compound, slowing down after decades in automotive, and redefining what success looks like after 40+ years in the industry.
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In todayâs digital-first environment, your dealership's long-term success hinges on more than just what you sell â it depends on how you listen.
On this episode of FWRD, hosts Corey Smith and Eric Jauregui sit down with Jeane Reitelbach, a brand strategist with 27 years of marketing experience and over a decade in automotive retail, to unpack how the Voice of the Customer can shape your operations, leadership style, and even your Google rankings.
Jeane shares dealership-tested strategies like:
How AI and search engines are ranking your dealership based on review sentiment and responsivenessTurning one-star reviews into team-building moments with âlunch and learnâ sessionsThe power of asking âDid this feel thoughtful and professional?â as a standard closing questionTracking CSAT, NPS, and market share down to the individual team memberHow professional platforms like LinkedIn influence brand perception â and recruitment â through AI sentimentIf you're a GM, Fixed Ops leader, or anyone focused on retention and reputation, this episode will give you a fresh perspective on using feedback as fuel for growth.
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Most customers donât even know dealerships sell tiresâand thatâs a major opportunity. In this episode of FWRD, Corey Smith sits down with Eddie Campbell, GM of Forest Lane CDJR, to break down how they became a top tire-selling store in the CDJR network.
Eddie shares how their success came down to three key areas: consistent quoting, advisor certification, and embracing technology like video inspections and advanced tire scanning. Youâll also hear why 78% of tire buyers go with the first person who asks, how advisor compensation and showroom displays build tire culture, and how social media can fuel awareness.
If youâre in fixed ops, sales leadership, or looking to increase service lane profitabilityâthis episode is packed with tactical takeaways.
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Mobile service is no longer just a future trend â itâs actively reshaping how dealers deliver value, drive retention, and grow their fixed ops revenue. In this episode of FWRD, host Corey Smith welcomes Jeremy Stevens to unpack how mobile service is creating meaningful customer relationships, why dealerships need to go âall inâ to make it work, and how to overcome operational hurdles.
With over 800 perfect surveys and powerful real-world experience, Jeremy shares what success looks like when mobile techs are trusted, equipped, and empowered to bring the dealership experience straight to the customerâs driveway.
Whether youâre considering launching mobile service or looking to optimize what youâve already started, this episode gives you the strategic lens â and the firsthand proof â to get ahead.
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With a 49% turnover rate among service advisors, todayâs fixed ops challenges go far beyond customer satisfaction â they begin with the employee experience.
In this episode of FWRD, Corey Smith is joined by Chris Craig â industry trainer, content creator, and author of Becoming a Better Service Professional â to explore how dealership leaders can create stronger, more resilient teams.
They dig into the real-world challenges facing service departments: from communication gaps between advisors and technicians, to broken survey practices, to retaining new techs through their first year. Chris also shares actionable ways leaders can create clarity around career growth, improve onboarding, and foster long-term loyalty.
Whether youâre a GM, fixed ops director, or someone committed to supporting your people, this episode offers a thoughtful look at how better leadership leads to better outcomes â for your team and your customers.
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