{"version":"1.0.0","episode":{"title":"Fixed Ops Friday w/ Damon Egan, Steve Shaw, Richard Lupo | Daily Dealer Live","url":"http://getcarcurious.com/episodes/fixed-ops-friday-w-damon-egan-steve-shaw-richard-lupo-daily-dealer-live","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR2549486927.mp3","description":"Today's show features:  \n\n\n\n- Damon Egan, Service Director at Sherwood Ford

\n\n\n\n- Steve Shaw, Trainer/President at Steve Shaw Training

\n\n\n\n- Richard Lupo, Fixed Operations Director Apple Tree Honda and Acura\n\n\n\nThis episode is brought to you by:\n\n\n\nOverfuel – Dealers: You’re torching $30 of every $100 in marketing spend when your site flunks Google’s basic performance test. Why keep using outdated website technology that's killing your profits? Overfuel is the new technical standard in automotive websites, proven to grow sales by 30%+. Whether you need more revenue or better support, they’ve got you covered. Go to https://overfuel.com/ and use code CDG500 in the comment box for $500 OFF.\n\n\n\nCheck out Car Dealership Guy’s stuff:\n\n\n\nCDG Circles ➤ ⁠https://cdgcircles.com/⁠\n\nCDG News ➤ ⁠https://news.dealershipguy.com/⁠\n\nCDG Jobs ➤ ⁠https://jobs.dealershipguy.com/⁠\n\nCDG Recruiting ➤ ⁠https://www.cdgrecruiting.com/⁠\n\n\n\nMy Socials:\n\n\n\nX ➤ ⁠https://www.twitter.com/GuyDealership⁠\n\nInstagram ➤ ⁠https://www.instagram.com/cardealershipguy/⁠\n\nTikTok ➤ ⁠https://www.tiktok.com/@guydealership⁠\n\nLinkedIn ➤⁠ https://www.linkedin.com/company/cardealershipguy/⁠\n\nThreads ➤ ⁠https://www.threads.net/@cardealershipguy⁠\n\nFacebook ➤⁠ https://www.facebook.com/profile.php?id=100077402857683⁠"},"annotations":[{"startTime":6.159999999999999,"endTime":9.6,"type":"concept","title":"social media presence","url":"/glossary/social-media-presence","quote":"We're doing better as a result of social media presence.\nIf it doesn't do those three things, then it's on the chopping block.","canonicalId":"concept:social-media-presence","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The hosts are tying dealership performance to having an active social media presence. In practice, social media is used to generate awareness, leads, and trust before a customer ever visits the store.","simplifiedExplanation":"They’re saying social media helps the business. The idea is that people see the dealership online, then are more likely to contact you or come in."}},{"startTime":12.3,"endTime":26.0,"type":"concept","title":"return on investment discussion","url":"/glossary/return-on-investment-discussion","quote":"It's in return on investment discussion.\nHey everybody, welcome back to The Daily Dealer Live.","canonicalId":"concept:return-on-investment-discussion","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Return on investment” (ROI) is a way to judge whether a marketing or operational effort is worth the cost. In dealership terms, it often means tracking how spending translates into leads, sales, and profit.","simplifiedExplanation":"ROI is basically “is this effort paying off?” They’re talking about whether the money and time spent on something leads to enough results to justify it."}},{"startTime":41.7,"endTime":73.5,"type":"company","title":"Morgato Auto Group","url":"/glossary/morgato-auto-group","quote":"here at the Morgato Auto Group just outside of Miami, Florida to record today's episode\nwhen we had a little bit of issues with connectivity and studio setups.\nThe Morgatos raised up their hand and said, come on over here.","canonicalId":"company:morgato-auto-group","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Morgato Auto Group is the dealership group hosting the episode near Miami, Florida. The discussion highlights how multi-location dealer groups build infrastructure and brand presence across different facilities.","simplifiedExplanation":"Morgato Auto Group is the dealership company where they’re recording. They’re showing off their facilities and how the group has grown over time."}},{"startTime":169.9,"endTime":175.3,"type":"company","title":"JD Power and Global Data","url":"/glossary/jd-power-and-global-data","quote":"Up first today this Friday, JD Power and Global Data are out of their March sales forecast, but the headline number needs some context.","canonicalId":"company:jd-power-and-global-data","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"JD Power and Global Data are market research organizations that publish forecasts and industry metrics. Their sales forecasts can influence how dealers plan inventory, staffing, and marketing for upcoming months.","simplifiedExplanation":"These are companies that track the auto industry and publish predictions. Dealers use that kind of forecast to plan what to stock and how to prepare."}},{"startTime":214.3,"endTime":224.2,"type":"concept","title":"year over year comparisons","url":"/glossary/year-over-year-comparisons","quote":"JD Power's read is that these distorted year over year comparisons are going to be a recurring challenge for most of 26, so dealers should focus on current momentum rather than getting too caught up in the headline numbers.","canonicalId":"concept:year-over-year-comparisons","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Year over year” compares sales or other metrics from one year to the next. The hosts are saying these comparisons can get distorted by changes in supply, incentives, model mix, or timing, so dealers shouldn’t overreact to the headline numbers.","simplifiedExplanation":"“Year over year” just means comparing this year to last year. Sometimes the comparison looks weird because the market conditions change, so dealers shouldn’t panic based only on the headline figures."}},{"startTime":235.0,"endTime":247.4,"type":"concept","title":"36 new models in North America between 2026 and 2030","url":"/glossary/36-new-models-in-north-america-between-2026-and-2030","quote":"Hyundai CEO Jose Munoz announced... that the brand plans to introduce 36 new models in North America between 2026 and 2030. That's across electric, hybrid and gasoline powertrains plus higher performance drives derivatives...","canonicalId":"concept:36-new-models-in-north-america-between-2026-and-2030","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This is a multi-year product offensive: 36 new models planned for North America over 2026–2030. The key dealership takeaway is that the mix of vehicles (EVs, hybrids, and gas) will change quickly, requiring updated inventory strategy and sales training.","simplifiedExplanation":"Hyundai is planning to launch a lot of new cars in North America over the next few years. Dealers will need to adjust what they stock and how they explain the different types of powertrains to customers."}},{"startTime":370.3,"endTime":374.3,"type":"company","title":"Penske","url":"/glossary/penske","quote":"Penske noted it buys and sells stores regularly for a range of strategic and portfolio related reasons and still owns other dealerships in the Warwick market.","canonicalId":"company:penske","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Penske is a major dealership group and automotive services company that can buy, sell, and manage stores as part of a broader portfolio strategy. In dealership discussions, their activity is often used as a signal of where investment and franchise demand may be heading.","simplifiedExplanation":"Penske is a big company that owns and runs lots of car dealerships. When they buy or sell stores, it can hint at where the best money-making opportunities are."}},{"startTime":380.9,"endTime":387.2,"type":"concept","title":"premium valuations","url":"/glossary/premium-valuations","quote":"Brokers described Warwick as a strong car market and with Lexus continuing to command premium valuations, it's another deal underlying the demand for luxury franchises in a prime geographic area.","canonicalId":"concept:premium-valuations","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Premium valuations” means certain vehicles (or brands) are priced higher than the broader market because buyers perceive them as more desirable or hold value better. In used-car and auction contexts, this affects how much dealers are willing to pay and how quickly inventory moves."}},{"startTime":387.2,"endTime":393.3,"type":"concept","title":"luxury franchises","url":"/glossary/luxury-franchises","quote":"it's another deal underlying the demand for luxury franchises in a prime geographic area. Be sure to check out the full CDG Bicell Tracker at cdgbicell.com and that is a wrap on today's","canonicalId":"concept:luxury-franchises","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “luxury franchise” refers to a dealership’s authorized agreement to sell a luxury brand in a specific territory. Demand for these franchises is often tied to local buyer income, brand desirability, and the ability to maintain higher pricing power.","simplifiedExplanation":"A luxury franchise is basically the dealership’s permission to sell a luxury brand in a certain area. If people in that area want luxury cars, those franchises become more valuable."}},{"startTime":445.5,"endTime":453.1,"type":"term","title":"transport charges","url":"/glossary/transport-charges","quote":"Also, transport charges are doubled to get cars from auctions back to the stores. It's crazy out there.","canonicalId":"term:transport-charges","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Transport charges are the costs to move vehicles from auctions to dealerships or storage. When transport costs rise (the segment says they’re doubled), total landed cost increases, which can reduce profitability even if auction prices are reasonable.","simplifiedExplanation":"Transport charges are what it costs to get the cars from the auction to the dealership. If those costs double, the dealer’s total cost per car goes up."}},{"startTime":542.2,"endTime":548.4,"type":"company","title":"Sherwood Ford","url":"/glossary/sherwood-ford","quote":"...got into the dealership world and have been here with Sherwood Ford for the last 10 years of my career. We are the largest Ford store in Western Canada.","canonicalId":"company:sherwood-ford","priority":0.9,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Sherwood Ford is the dealership Damon Egan works for. In this segment it’s used to ground the discussion in a real dealership location and how they handle Ford recall workload.","simplifiedExplanation":"Sherwood Ford is the dealership Damon works at. They’re talking about how that specific store deals with Ford recalls using their service setup."}},{"startTime":572.4,"endTime":580.7,"type":"concept","title":"OEM","url":"/glossary/oem","quote":"First up question I have to ask, Ford was the most recalled OEM last year.","canonicalId":"concept:oem","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"OEM stands for Original Equipment Manufacturer—the automaker that built the vehicle. In recall discussions, the OEM is the party issuing the recall and determining the required remedy.","simplifiedExplanation":"OEM means the car maker itself—the company that built the vehicle. They’re the ones who decide when a recall needs to happen."}},{"startTime":676.0,"endTime":688.8,"type":"concept","title":"mobile service vans","url":"/glossary/mobile-service-vans","quote":"to spend a week at a large Ford store in the US and Florida, and they run 40 plus mobile service vans. We currently have one. So it's still in its infancy in Canada.","canonicalId":"concept:mobile-service-vans","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The hosts discuss “mobile service” where a dealership brings technicians and equipment to the customer instead of requiring a visit to the shop. In the U.S. it’s more established, while in Canada it’s still early, so customers are still learning the idea.","simplifiedExplanation":"Mobile service means the repair work comes to you. Instead of driving to the dealership, a van with technicians handles the job at your home or workplace."}},{"startTime":706.3,"endTime":714.1,"type":"concept","title":"brick and mortar","url":"/glossary/brick-and-mortar","quote":"We want to create a great experience, brick and mortar, but also be there where the customer wants us to be if they want us at a home...","canonicalId":"concept:brick-and-mortar","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Brick and mortar” refers to the traditional physical dealership location. The discussion contrasts it with meeting customers where they are (home or workplace), implying a hybrid service model."}},{"startTime":767.1,"endTime":773.9,"type":"concept","title":"technicians that can roll 300 hours a month","url":"/glossary/technicians-that-can-roll-300-hours-a-month","quote":"It's not just having a bunch of technicians that can roll 300 hours a month or an advisor that can hit that home run.","canonicalId":"concept:technicians-that-can-roll-300-hours-a-month","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The segment mentions technician capacity in terms of monthly labor hours (e.g., “roll 300 hours a month”). This is about shop throughput—how much billable work the team can produce—used alongside profitability metrics."}},{"startTime":786.3,"endTime":792.8,"type":"concept","title":"gross per hour","url":"/glossary/gross-per-hour","quote":"we really looked at the metrics that we have to look at things like the gross per hour. That's a very, very big metric that a lot of people don't basically service managers look at...","canonicalId":"concept:gross-per-hour","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Gross per hour” is a service profitability metric that measures how much gross profit is generated relative to technician labor hours. The speaker emphasizes it as a key metric that many service leaders overlook, and it helps align job assignments with revenue goals."}},{"startTime":847.7,"endTime":854.1,"type":"company","title":"Reynolds and Reynolds","url":"/glossary/reynolds-and-reynolds","quote":"We currently use Reynolds and Reynolds. In addition, we partnered with Mike Karma.","canonicalId":"company:reynolds-and-reynolds","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Reynolds and Reynolds is a widely used dealership software provider, especially for DMS and reporting. In this context, they’re the system feeding the dealership’s service performance metrics like gross per hour.","simplifiedExplanation":"Reynolds and Reynolds makes dealership software. Here, it’s being used to pull the shop’s numbers so the service team can manage performance."}},{"startTime":975.5,"endTime":983.48,"type":"term","title":"AI grades the video","url":"/glossary/ai-grades-the-video","quote":"Funny enough, I mean, Mike Karma has actually brought out a new option in their package where it grades, AI grades the video for what it's looking for and gives you a rating from 0 to 100.","canonicalId":"term:ai-grades-the-video","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The segment describes an AI feature that evaluates the video MPI content and assigns a score from 0 to 100. This is meant to standardize quality and ensure the video includes what the system expects.","simplifiedExplanation":"They’re using AI to watch the inspection video and score it. The idea is to make sure the video is complete and meets a certain quality level."}},{"startTime":1236.2,"endTime":1243.1,"type":"term","title":"take rate","url":"/glossary/take-rate","quote":"Our take rate is much higher. Our view rate is much higher.","canonicalId":"term:take-rate","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Take rate is the percentage of recommended service work that customers approve and purchase. A higher take rate generally indicates better communication, trust, and alignment between recommendations and customer needs.","simplifiedExplanation":"Take rate is how often customers say “yes” to the service recommendations. If it’s higher, it usually means the recommendations were clear and convincing."}},{"startTime":1393.9,"endTime":1404.9,"type":"concept","title":"inventory is at a shortage","url":"/glossary/inventory-is-at-a-shortage","quote":"It's really challenging times right now with the tariffs and especially with the Ford product, with the aluminum plant fires that happened. So inventory is at a shortage.","canonicalId":"concept:inventory-is-at-a-shortage","priority":0.5,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A vehicle inventory shortage means dealers have fewer units available to sell than customers want. This can shift dealer strategy toward maximizing the value of each unit, improving service retention, and managing customer expectations.","simplifiedExplanation":"Inventory shortage means there aren’t enough cars available on the lot. Dealers have to get more value from the customers they do have and often lean harder on service to keep relationships strong."}},{"startTime":1505.5,"endTime":1512.1,"type":"concept","title":"incorporate a night shift","url":"/glossary/incorporate-a-night-shift","quote":"But you just don't have enough base. Yeah, we've got to incorporate a night shift. So we are open till 10 o'clock at night just to keep the traffic rolling through.","canonicalId":"concept:incorporate-a-night-shift","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Adding a night shift is an operational strategy to increase service throughput without immediately expanding facilities. It helps keep bays and technicians productive longer, reducing backlog when demand exceeds capacity.","simplifiedExplanation":"A night shift is a staffing plan to get more work done by extending shop hours. It’s one way to reduce the backlog when the shop is busy but short on capacity."}},{"startTime":1725.1,"endTime":1773.9,"type":"company","title":"Steve Shaw Training","url":"/glossary/steve-shaw-training","quote":"All right, next up, let's turn to Steve Shaw, trainer, president at Steve's Shaw Training... My company is Steve Shaw Training. And we've been teaching service advisors.","canonicalId":"company:steve-shaw-training","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Steve Shaw Training is the company Steve Shaw runs, focused on training service advisors. In this segment, it’s used to frame how service departments can improve customer-facing communication and repair order performance.","simplifiedExplanation":"Steve Shaw Training is Steve’s business that helps dealership service teams get better at their jobs. Here, they’re specifically focused on how service advisors talk to customers and handle repair orders."}},{"startTime":1903.7,"endTime":1909.0,"type":"brand","title":"Mercedes Benz","url":"/glossary/mercedes-benz-2da6bee1-2c59-4e63-8ca8-f0d3c6600182","quote":"...Meet that brand new customer of yours that owns a Mercedes Benz or a BMW or whatever for that first time. So, sales training comes out of sales budgets, F and I out of finance.","canonicalId":"brand:mercedes-benz-2da6bee1-2c59-4e63-8ca8-f0d3c6600182","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker uses Mercedes-Benz as an example of a brand whose first-time owners are greeted by service and sales staff. Luxury brands often have higher expectations for customer experience, so training and communication matter.","simplifiedExplanation":"They’re mentioning Mercedes-Benz as an example of a car brand. The point is that when someone buys one for the first time, the dealership staff needs to greet and help them professionally."}},{"startTime":1908.9,"endTime":1910.0,"type":"brand","title":"BMW","url":"/glossary/bmw","quote":"...Meet that brand new customer of yours that owns a Mercedes Benz or a BMW or whatever for that first time. So, sales training comes out of sales budgets, F and I out of finance.","canonicalId":"brand:bmw","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"BMW is referenced as another example brand for first-time customers. The discussion is about training service-facing staff to match the expectations that come with premium brands.","simplifiedExplanation":"They also mention BMW as another example brand. The idea is the dealership has to treat new customers the right way, especially for nicer brands."}},{"startTime":1926.2,"endTime":1937.0,"type":"term","title":"service advisors","url":"/glossary/service-advisors","quote":"...as long as my service advisors know the basics, please thank you. Pick up the phone, answer, respond to an email. That's about all we need...","canonicalId":"term:service-advisors","priority":0.9,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Service advisors are the dealership staff members who interact with customers, write up service requests, and coordinate repairs. This segment emphasizes that even basic communication skills and responsiveness are critical to customer satisfaction."}},{"startTime":2577.9,"endTime":2675.8,"type":"company","title":"Apple Tree","url":"/glossary/apple-tree","quote":"Let's transition very quickly over to Richard Lupo, fixed operations director, Apple Tree, Honda, and Acura. Welcome to the show, Richard.","canonicalId":"company:apple-tree","priority":0.5,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Apple Tree is referenced as the dealership group where Richard works in fixed operations. In this context, it’s the organization implementing technology/process changes to improve the service customer experience.","simplifiedExplanation":"Apple Tree is the dealership group Richard works for. They’re talking about how they’re using technology to improve how customers experience car service."}},{"startTime":2650.4,"endTime":2675.8,"type":"concept","title":"unified tech stack","url":"/glossary/unified-tech-stack","quote":"You've called out a unified tech stack previously as a key growth driver in automotive March, 2026. What does that actually look like at Apple Tree?","canonicalId":"concept:unified-tech-stack","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A unified tech stack means using connected software systems across the dealership (service scheduling, repair orders, parts, customer communication, and reporting) so information flows between departments. In fixed operations, it’s often used to reduce friction, improve transparency, and speed up the customer experience.","simplifiedExplanation":"A unified tech stack is when the dealership uses one connected set of computer systems instead of lots of separate tools. That helps the service process move faster and keeps information from getting lost."}},{"startTime":2664.4,"endTime":2675.8,"type":"concept","title":"customer experience","url":"/glossary/customer-experience","quote":"Well, one of the things that we looked at about two years ago... is to improve the customer experience. And a lot of that is through technology...","canonicalId":"concept:customer-experience","priority":0.5,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Customer experience” in fixed operations refers to how customers perceive the service process—how quickly they get answers, how clearly repairs are explained, and how easy it is to approve work. The segment frames technology as a way to modernize that experience beyond the traditional service-advisor workflow.","simplifiedExplanation":"Customer experience means how the customer feels during the whole service process. In this segment, they’re saying technology helps make it feel more modern and easier."}},{"startTime":2816.5,"endTime":2845.2,"type":"concept","title":"duplication/replication of services across multiple vendors","url":"/glossary/duplication-replication-of-services-across-multiple-vendors","quote":"And so what we see is duplication, replication of services across multiple vendors, because the texting guy has utilities for marketing and you have a marketing company.","canonicalId":"concept:duplication-replication-of-services-across-multiple-vendors","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker claims that using many separate vendors leads to overlapping features (e.g., texting tools from one company and marketing tools from another) that don’t fully replace each other. This can create inefficiency, extra cost, and complexity compared with an integrated suite."}}],"speakers":[{"id":"s1","name":"Car Dealership Guy","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/fixed-ops-friday-w-damon-egan-steve-shaw-richard-lupo-daily-dealer-live/transcript.vtt","type":"text/vtt"}]}