Fixed Ops Friday w/ Don Hall, Morgan Abeyie, Daniel Negalha | Daily Dealer Live
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FTC told 97 dealer groups they're doing advertising all wrong
The FTC is a government agency that watches for misleading advertising. If they say some dealer groups are doing it wrong, it means their ads might confuse customers or make claims they can’t back up.
AI is answering your service phones
Some dealerships are using AI to pick up service phone calls automatically. It can answer common questions and schedule things, but the big concern is how it changes the role of the people who used to handle those calls.
gap... it's never been knowledge. It's always been more about execution
This is a business-operations concept: the idea that success isn’t limited by knowing what to do, but by executing it consistently. In dealership contexts, “execution” often refers to process discipline—how quickly leads are followed up, how appointments are handled, and how teams implement tools and scripts.
real ROI on that project
ROI means “did it pay off?” They’re saying the project produced results in about eight months that were worth the money spent.
Ziggler Kalamazoo Marathon
They’re talking about a local marathon event in Kalamazoo, Michigan.
FullPath
FullPath is software that helps organize car shoppers and customers. It tries to merge messy, scattered dealer records into one clean profile so marketing and follow-ups work better.
Cox Automotive
Cox Automotive is a big company in the car industry that helps dealers and shoppers with tools and data. Here, they’re buying another company to make dealer customer information work better.
fragmented CRM and DMS data
CRM (customer relationship management) and DMS (dealer management system) data can become fragmented across systems and teams. When that happens, you get duplicate customer profiles and disconnected histories, which then causes AI tools to underperform because they’re trained or run on incomplete information.
purchase journey tracking
Purchase journey tracking refers to monitoring where a shopper is in the buying process over time. When customer profiles are consolidated, dealers can better time marketing and lead follow-ups based on actual shopper behavior rather than incomplete records.
single usable customer profile
Instead of having customer information scattered in multiple places, the platform tries to combine it into one complete record. That helps dealers know who the customer is and what they’ve done so far, making follow-up and marketing more effective.
dealer.com
dealer.com is another car-dealer-related platform being used for shopper data. The idea is to combine information from multiple places so dealers can market and follow up with better context.
AutoTrader
AutoTrader is a car-shopping website. In this context, the show is saying Cox is connecting shopper activity from sites like AutoTrader into dealer customer profiles.
Kelly Bluebook
Kelly Blue Book is a well-known car information brand. Here, it’s being used as a data source to understand what car shoppers are doing, so dealers can follow up more effectively.
JD Power and Global Data
JD Power and Global Data are research/forecasting organizations. They’re predicting how many cars will be sold in retail during April, which can influence how dealers plan for the month.
year-over-year comparison distortion from tariff-driven buying surge
Sometimes the “compare to last year” numbers don’t tell the whole story. If last year had a special spike in buying (like due to tariffs), then this year’s comparison can look worse even if demand is actually holding up.
Edmunds
Edmunds is a company that tracks car pricing and market trends. They published the Q1 data the hosts are using to explain how common negative equity is right now.
negative equity
Negative equity means you owe more on your current car than it’s worth. When you trade it in, that “extra” balance usually gets added to the loan for the next car.
72 months
A 72-month loan is a longer payment plan. It usually makes the monthly payment smaller, but you often pay more overall because you’re paying interest for longer.
84 months
An 84-month loan is a very long time to pay off a car. It can reduce the monthly payment, but you usually end up paying more interest over the life of the loan.
pandemic-era overpayments
During the pandemic, cars were often overpriced because there weren’t enough vehicles available. If you paid too much back then, your trade-in can be worth less later, creating negative equity.
Brandon Steven Motors
Brandon Steven Motors is the company buying a bunch of dealerships in this deal. The hosts describe it as one of the biggest acquisitions they’ve seen this year.
Cody Holdings
Cody Holdings is the company selling the dealerships in this transaction. The segment notes it operates under the Southern Maryland Auto Group name.
Toyota
Toyota is one of the brands sold by the dealerships in this portfolio. Brand mix can influence how busy the stores are and what customers they attract.
Ford
Ford is one of the car brands included in the dealership group being discussed. It suggests the stores sell multiple popular brands.
Lincoln
Lincoln is one of the brands included in the dealership deal. Luxury brands often have different customer expectations and service needs than mainstream brands.
CDG Tracker
The CDG Tracker is mentioned as a place to look up dealership buying and selling news. It helps you follow which dealership groups are acquiring others.
buy-sell activity
Buy-sell activity in this context means dealership ownership changes—one group purchasing another group’s stores. These transactions can be tracked to understand consolidation trends and how dealer groups are expanding their footprint.
FTC letter
The FTC is a U.S. government agency that protects consumers. When it sends a letter to car dealers, it’s basically warning that certain business practices may be a problem and could lead to enforcement later.
NADA
NADA is a national group that represents car dealers. If they’re involved in a call about the FTC, it usually means dealers are trying to understand what the rules mean for their businesses.
FTC has a lot of power over us as an industry
Even though each state has its own rules, a federal agency like the FTC can still step in. That’s why dealers take FTC warnings seriously—because there can be real consequences.
processing fee
A processing fee is an extra charge for dealer paperwork or preparation. In this discussion, the important part is that regulators want these fees included in what you see in the ad, not tacked on later.
advertised price includes fees
The idea here is simple: if a dealer is going to charge you extra fees, those fees should be shown in the price you see in the ad. That way, you can compare deals without guessing what will be added later.
out-the-door price
Out-the-door price is basically the total amount you’ll pay to buy the car, including the usual required charges. This segment is saying customers should be able to figure that out before they show up.
NAD dealer academy
The NAD dealer academy is training for people who work at car dealerships. In this segment, the host is saying it taught him that customers spend a lot of time researching online before they ever talk to a dealer.
shorten the buying process
This means making it faster and simpler to buy a car. The host’s point is that if customers already know the real price, there’s less back-and-forth and fewer surprises.
showroom
A showroom is the dealership area where you go to look at cars and talk to salespeople. The hosts are criticizing sales tactics that try to keep customers in the process longer.
sell direct
“Sell direct” refers to manufacturers selling vehicles directly to customers, typically bypassing the traditional dealer franchise model. In this segment, the hosts argue manufacturers want to do this and use direct-sales brands as proof that it improves the buying experience.
Tesla
Tesla sells cars in a more direct way than many traditional brands. They argue that this makes the buying process smoother for customers.
Lucid
Lucid is another car brand that’s brought up as selling in a more direct way. The hosts are saying manufacturers point to brands like this to justify changing how dealerships operate.
Rivian
Rivian is mentioned as another brand that sells without the usual dealer setup. The point is that other brands are pushing the idea that this is better for buyers.
franchise system
The franchise system is the traditional arrangement where manufacturers authorize independent dealers to sell and service vehicles under the brand’s umbrella. The hosts suggest customers will value dealerships if dealers “do it right,” emphasizing franchise benefits alongside pricing and experience.
selling price
“Selling price” is the final negotiated price a customer pays for the vehicle, often influenced by incentives, add-ons, and dealer markup. The hosts frame it as part of the value proposition—if dealers are “straight” and transparent, customers will appreciate the outcome.
dock fee
A dock fee is an extra charge dealers sometimes add when a car first arrives at the port or shipping location. People get confused because it can show up on the paperwork and it’s not always clear what it covers or why it’s there.
responsible for what you can control
The key idea is that if you’re the one running the ad or putting the information out there, you’re responsible for it. Even if a vendor helps, the dealer still needs to make sure what’s shown is correct and compliant.
OEM co-op materials
OEM co-op materials are marketing materials the car brand provides to help dealers advertise. Even if the brand supplies the template, the dealer still has to make sure the ad is accurate and follows the rules.
third party flap forms
This is about ads or lead forms provided by an outside company. Even if the vendor makes the form, the dealer is usually still responsible for what the customer sees and what the ad implies.
reputation that would come in and control you
They’re saying the damage isn’t only the fine—it can also hurt your reputation. That can lead to more scrutiny and problems for years.
in transit vehicles
“In transit” refers to vehicles that have been produced and are on the way to the dealer but are not yet physically on the lot. The discussion centers on whether those vehicles can be advertised/promoted before they are close enough to arrive, which affects compliance risk.
compliance risk
Compliance risk is the risk of getting in trouble with the rules—like advertising requirements. They’re asking who’s responsible when car listings go live before the cars are actually on the lot.
Stilantis
They likely mean Stellantis, a major car company. The point is that some manufacturers put car listings online early, which can create compliance questions for dealers.
platform
A “platform” is the website or software system that shows car listings online. They’re asking whether that system also has responsibility if the listings break advertising rules.
Virginia dealers
They’re saying they talked to many dealers in Virginia and heard similar concerns. That helps show the issue isn’t just one dealership—it’s a broader dealer problem.
control the price
The speaker is basically saying that if you’re the one setting or controlling the price, you have to be extra careful that what you tell customers is accurate. If you’re not controlling it—or you’re transparent about it—there’s less chance of running into problems.
Bernie Moreno
They mention Bernie Moreno because he talked about this earlier and had a straightforward take. It’s mainly part of the conversation’s back-and-forth, not a car tech detail.
floor plan
Dealers often borrow money to have cars sitting on their lot. They pay interest while the cars are waiting to be sold. The hosts are saying the cars get financed, but they don’t arrive quickly enough to sell them right away.
OEM advertising and pipeline strategies
The hosts discuss how OEMs (automakers) manage advertising and “pipeline” strategies—how vehicles are allocated, timed, and moved through the supply chain to dealers. They connect this to FTC compliance, implying that marketing and inventory/availability messaging may need to change to avoid misleading consumers. This is a regulatory-and-operations concept rather than a specific vehicle feature.
measured by 30 days
Sometimes dealerships are judged on how they perform within a short period, like 30 days. If cars are paid for but don’t arrive in time, it can hurt those numbers. The speaker is saying this timing pressure is a big part of the problem.
buying experience
They mean the whole process of buying a car—how the dealership treats you and how easy it is. It’s not just about the final price, but how you feel during the sale.
pay people
They’re talking about how dealerships pay their employees and how that impacts how hard people work. Better pay plans can help employees stay motivated and treat customers better.
moving iron
“Moving iron” just means selling cars. It’s a common dealership phrase for keeping vehicles moving off the lot.
lay them away
“Lay them away” is a dealer/retail workflow phrase meaning to hold or set inventory aside rather than immediately processing or selling it. In dealership contexts, it can relate to delaying action on units while waiting on timing, paperwork, or strategy.
F9
“Hit them in the F9” appears to be internal dealership software or process shorthand for moving/handling units in a system. Without more context, it’s likely a specific button/menu action used by the dealership’s inventory or deal-management tools.
automotive industry... ill problems
They’re basically saying the industry has bigger problems that keep repeating, not just one bad decision. They’re hinting that incentives and how people get paid can drive bad behavior.
pay planes
“Pay planes” means the way people get paid at a dealership. If the pay plan rewards the wrong things, it can lead to bad decisions that hurt customers.
Chinese vehicles
They’re about to talk about Chinese car brands and how they fit into the U.S. market. That usually comes with questions about competition, pricing, and rules.
brokering vehicles
Vehicle brokering is basically using a middleman to help you buy a car. The debate is whether that middleman improves the buying experience or whether it undercuts what dealerships are supposed to do.
OEMs clamping down
If automakers “clamp down,” it means they’re making stricter rules. They may be trying to keep the buying process more controlled through official dealers.
broker has to make money
They’re talking about middlemen who get paid for helping with the deal. The claim is that if you cut out the middleman, more of the money/value stays with the buyer or dealer instead.
brokering is illegal in the state of Virginia
They’re saying that in Virginia, certain types of car-broker help are not allowed by law. That changes what options customers and dealers have when trying to buy a car.
automotive tire guy
They’re using “tire guy” as an example of an online auto business people go to. The point is that customers want convenience and don’t want a long, painful buying process.
eliminate the friction
“Friction” here means extra steps or delays that make buying a car feel annoying. They’re saying the goal is to make the process simpler so customers don’t waste hours going back and forth.
Tommy from Delivered
They mention a person/company called Delivered that charges money to make the car-buying process faster or easier. The point is that some customers will pay to skip the usual hassle.
30 day cycle
Dealers and automakers often run incentives on a monthly schedule. If you don’t buy in time, you might miss the incentives that reset at the end of the month.
OEMs ability
OEMs (original equipment manufacturers) are the automakers that set the rules and incentive structures for dealers. The phrase “OEMs ability” in this context is about how manufacturer programs and policies affect dealer behavior and the customer journey. It ties manufacturer strategy directly to retail outcomes like pricing, deal timing, and customer satisfaction.
stair step programs
A “stair-step” program is when a company pays dealers more money only after they reach certain sales levels. If you don’t hit the next level, you lose that extra money, so dealers may feel pressure to sell fast. That pressure can affect how fair or customer-friendly the deal feels.
incentivizing
“Incentivizing” refers to using financial rewards to influence behavior—here, pushing dealers to sell certain volumes or hit targets. The speaker argues that incentives can be more than neutral motivation; they can distort decision-making toward speed and volume. That can affect pricing strategy and the overall customer experience.
race to the bottom
A “race to the bottom” describes a market dynamic where competitors keep lowering terms (often price or deal structure) to win sales quickly. In dealership contexts, it can mean aggressive discounting or less favorable negotiations as dealers try to compensate for incentive-driven pressure. The result is often less margin and a more transactional buying experience.
feds
“The feds” is a shorthand for federal regulators in the U.S., often referring to agencies that oversee consumer protection, advertising, and fair business practices. The speaker suggests dealer “winning” tactics have drawn regulatory scrutiny. That implies compliance and legal risk can shape how dealerships structure deals and customer interactions.
per transaction
“Per transaction” refers to costs or pricing impacts measured for each individual sale, not averaged over time. Here, the speaker claims customers or the market may pay more per deal to avoid conflict or aggressive dealer behavior. It highlights how negotiation dynamics can translate into measurable price differences.
financing
Financing is the payment plan—usually a car loan—so you don’t have to pay the whole price at once. The speaker is saying the customer already understands that part.
everything done electronically
They’re saying the paperwork can be handled digitally. That usually makes the process faster and less annoying than lots of paper forms.
ABC Chevrolet
They mention Chevrolet because the dealership is selling Chevy cars. It’s basically saying the whole buying experience happens through a Chevy dealer.
service department
The service department is where the dealer takes your car for maintenance and repairs. They’re saying they can help you not just with buying, but also with keeping the car running.
trade it
They mean you can sell your current car to the dealer as a trade-in. That value gets counted toward the price of the new car.
reduce the friction
They’re talking about making the buying process feel easier and faster. Instead of lots of back-and-forth, the goal is fewer hassles before you can drive the car home.
reduce the timeline
They mean speeding up how long it takes to finish the deal. The idea is to get you from “talking about it” to “getting the car” sooner.
brick and mortar or online
This contrasts traditional in-person dealership (“brick and mortar”) with online shopping and remote purchasing. The speaker’s point is that a strong dealership experience should work in either channel, depending on what the customer prefers.
Chinese automakers vs U.S. border policy
This part of the show is basically a debate about U.S. policy—whether the country should restrict Chinese car companies from selling in America. They weigh the reasons for keeping them out versus the impact of competition.
BYD
BYD is a big Chinese company that makes electric cars and the batteries they use. The hosts mention it to show that Chinese EV brands are already selling a lot of cars worldwide.
short fix
A “short fix” is when you focus on what helps right now instead of planning for the future. The speaker is implying that quick deals can hurt the bigger business long-term.
competition in the United States
They’re arguing that competition usually makes products better. The idea is that companies try to build better technology and also make it cheaper to win customers.
space race
The “space race” was a big competition between countries to be first in space. The hosts are using it as a comparison for how competition can push technology forward faster.
Artemis
Artemis is NASA’s plan to send people back to the Moon. They mention it to connect today’s space goals with the idea of countries competing to lead.
cheap Chinese EV vehicles
They’re talking about low-priced electric cars from China that are selling well worldwide. The concern is that if they dominate the market, other countries have to improve their technology and pricing to keep up.
over-regulate ourselves
They’re saying the U.S. has a lot of rules that businesses have to follow. Those rules can make running a dealership or repair shop more expensive and complicated.
unionized shops
A unionized shop means the workers are represented by a union. That can change how much they’re paid and how the shop runs, which can raise costs.
learn from the Japanese
They’re basically saying the U.S. should copy what Japan does better when it comes to how car dealers are treated. It’s about business practices, not a specific vehicle.
emissions
The hosts mention “not for emissions, but for technology,” implying that some vehicle changes are driven by tech competition rather than emissions rules alone. In the automotive world, that can include electrification, software, and advanced powertrain development.
Virginia Auto Dealers Association
This is a group that represents car dealers in Virginia. They advocate for dealer interests and help shape discussions about rules that affect dealerships.
Hague Partners
Hague Partners helps dealership owners sell their businesses. They handle the process privately and try to get strong sale results.
Podium Service AI Product Manager
Podium makes software that helps dealerships talk to customers and manage service follow-ups. The guest’s role suggests they manage AI tools used in the service side of the business.
Daily Deal Alive
This is the podcast/show name. They’re just joking about getting names wrong and hinting at a blooper reel.
decline service
They’re saying service departments can start slipping—customers stop reaching out and calls/follow-up slow down. The goal is to get customers back engaged again.
reengaging customers
This means contacting customers again so they come back for service. Instead of waiting for them to call, the dealership reaches out to bring them back.
CDK's data
CDK is a company that supplies software to car dealerships. They’re using CDK’s industry numbers to show that phone calls are often taking longer than they should.
average call time
Average call time is how long customers have to wait on the phone before someone answers. If it’s too long, fewer people end up scheduling service.
human scale
They’re saying it’s hard to handle everything perfectly with only the number of people you have. That’s why tools like automation/AI can help when the workload gets big.
Personalized service outreach
They’re talking about contacting customers in a way that feels tailored, not generic. The idea is to explain why they should book service, but it’s hard to do that for everyone.
Service advisor scheduling workload
They’re talking about how scheduling appointments can take up a service advisor’s time. When that happens, the advisor has less time to help customers who are already at the dealership.
overflow calls after hours
After hours, calls still come in, but the shop is closed. “Overflow calls” are the extra calls that need help, and AI can answer them and start the appointment process.
end to end into the scheduling system
“End to end” means it can handle the whole appointment process, not just take a message. It can go from the call to actually putting the appointment into the scheduling system.
automate reaching out to them, but not in a way that feels automated
They’re saying you should use automation to reach customers, but the messages shouldn’t feel like a robot wrote them. The goal is to keep it personal while still saving time.
Morgan podium
They mention “Morgan podium” as a company that helps service departments use AI. The idea is that the software can handle things like contacting customers and setting up appointments.
AI taking jobs
People worry that AI will replace workers. But in many shops, AI is usually used to handle repetitive tasks so employees can spend more time on things that need a person.
GM
In a dealership, “GM” usually means the General Manager. They’re the person who helps lead the business and would need to explain new tools to the team.
service director
A service director runs the dealership’s service department. They help manage how the shop operates and would be involved in rolling out new technology to the team.
answer the phone
Prompt call handling is treated as a key part of customer experience in dealership service. Reducing wait time helps customers reach the right human support faster, which can improve satisfaction even when technology handles the initial steps.
service level
They’re talking about how good the dealership is at helping customers—how fast they respond and how smoothly problems get handled.
upfront strategic thought
This is planning ahead instead of improvising. You think through how a new idea will work in real daily operations before asking people to do it.
reactionary
“Reactionary” means dealing with issues only after they pop up. It usually makes it harder to stay organized and consistent, especially in a busy service shop.
quick fix
A “quick fix” is a short-term change—like introducing a new procedure—without the time and follow-through needed to make it stick. The speaker contrasts this with the longer investment required for consistent execution in service operations.
consistently executing
This means people keep doing the new steps the right way every day, not just once. If it’s not consistent, the effort doesn’t produce the expected results.
missed calls and missed messages
Sometimes people call or text the dealership and the message doesn’t get handled. When that happens, you lose the chance to book service and the customer may take their car somewhere else.
inbound side
The “inbound side” refers to customers who are already trying to contact the dealership—calling, texting, or messaging to request service or repairs. The key operational issue is having processes that capture and route those inquiries so they turn into appointments.
outbound opportunity
An “outbound opportunity” means the dealership reaches out to customers instead of waiting for them to call. This can help bring people back for service and repairs.
scheduling intent
It means the customer is ready to make an appointment. The dealership’s job is to notice that early and keep following up until the appointment is set.
consistent follow-up
It’s the dealership staying in touch after the first conversation. The goal is to make sure the customer doesn’t forget or lose interest before the appointment is actually made.
intelligent follow-up
It means using smarter systems to contact people at the right time, instead of guessing or forgetting. That helps more customers actually schedule service.
existing customers getting them back in
Instead of only trying to find new customers, you try to bring past customers back for their next service. Since you’ve worked with them before, it’s usually easier to get them to return.
AI status updates (call status)
They’re talking about using AI to tell customers what’s going on with their car—like whether it’s being worked on or ready soon. For AI to do that reliably, the shop has to record the real status somewhere in their computer system.
Accurate status documented in the system
They’re saying the car’s progress needs to be written down in the dealership’s computer system. If it’s only in someone’s head, then customers (and automated tools) can’t get the right answer.
Proactive vs reactive customer communication
They’re comparing two ways of keeping customers informed: reaching out first with updates versus waiting for customers to call. Reaching out first usually means fewer phone calls.
AI to proactively give status updates
Instead of waiting for someone to call you with an update, AI can automatically text or message customers with progress updates. That helps customers stay informed and more likely to respond when the dealership reaches out.
BDC
BDC stands for Business Development Center, the dealership team focused on outbound and inbound customer contact—typically phone calls, texts, and lead follow-up. The hosts discuss using AI to shrink BDC staffing and redeploy people onto the sales floor.
off board manual tasks
They’re saying to take the boring, repetitive work away from people and let them focus on more important tasks. The goal is better use of staff time.
compensation misalignment with automation
If a dealership pays people based on a task that AI starts doing, those people won’t be motivated to help in the new way. The pay plan has to match what the team should be doing now.
AI scheduling appointments
They’re talking about software that can book most customer appointments automatically. If that happens, the dealership has to rethink who does what and how they judge performance.
work structure redesign before day one
They’re recommending you plan ahead before rolling out new tools. Decide what you want the team to achieve and how the new system will help.
AI technology
They’re talking about using computer “learning” tools to help a car dealership run better. Instead of just experimenting, they’re trying to find real tasks where AI saves time or improves service.
service operations
“Service operations” refers to the day-to-day processes in the dealership’s service department, like scheduling, customer communication, and work-flow coordination. In this segment, the discussion focuses on how AI is integrating into those operational workflows.
fixed ops at scale
In a dealership, “fixed ops” is the service and parts business. “At scale” means doing it across many locations in a consistent, efficient way.
robots in the parts department
Some dealerships use robots to help move and pick up car parts faster. That can save technicians time and help the shop get more work done.
revenue per hour
“Revenue per hour” is how much money the dealership makes for each hour of work. It’s a way to tell whether changes to the shop are actually improving productivity.
technician legs
“Technician legs” means how much time techs spend walking around instead of working on cars. If robots or better parts flow reduce walking, techs can stay focused in the bay.
cost of the robots versus the people
They’re asking whether the robots are worth the money compared to using more people. The answer usually depends on how much faster or more productive the shop becomes.
retask people to other positions
They’re saying the robot does the boring/repetitive work, and then the employees can do other jobs that help more. It’s not just “replace people,” it’s “move people to better tasks.”
uptick in terms of revenue
They’re saying sales/money went up after using the robots. The exact reason isn’t spelled out, but it’s likely because the shop runs more smoothly.
robots have gone around
They’re asking what was unexpected when the robots started working in the real shop. Sometimes robots act differently in day-to-day chaos than in demos.
100,000 square foot facility
Bigger shops have more “stuff to move around,” so robots can save more time. In a huge building with lots of techs, that efficiency can add up.
technician bays to the parts counters
Technicians have to get parts during repairs. If the parts counter is close to the work bays, jobs move faster because people don’t waste time going back and forth.
physical layout of the shop is a component
Where things are placed in the shop matters. If the parts counter is far from where the technicians work, it slows everyone down because people have to travel more.
OEM agnostic
“OEM agnostic” means it doesn’t really matter which car brand you’re working on. The shop setup and how it’s organized are the bigger factors.
robotic tire machine
A robotic tire machine is a tire service tool that uses automation to do the work instead of a person doing every step. The goal is usually faster service and more consistent results, with less manual effort.
brake inspection
Brake inspection means the shop checks your brakes to make sure they’re safe. They look for worn parts and other problems before they get dangerous.
lift
A lift is the machine that raises the car so mechanics can work underneath it. It’s a key part of many service workflows.
pilot program
A pilot program is a small test run of something new. They try it first, see how it works, then decide whether to expand it.
RO count
RO count usually means how many service tickets the shop writes in a day or month. More tickets can mean the service department is busier, but it should still be done correctly.
technician efficiencies / less hands-on
This is about getting the job done faster and with less manual work from the technician. If the process is smoother, the shop can handle more work with the same staff.
tire center
A tire center is where the shop does tire work like mounting and balancing. If the car has to be moved there, it can slow things down.
technician turnover
Technician turnover just means how many mechanics leave the shop and have to be replaced. If too many people quit, the shop loses experience and takes longer to get work done. Lower turnover usually means the shop is running more smoothly.
incentive program
An incentive program is a bonus or reward system meant to encourage better performance. For mechanics, it might be based on how much work they complete or how well they follow procedures. Done right, it can help keep good technicians from leaving.
technical retention program
A technical retention program is a plan to keep mechanics from quitting. It usually includes training and support so they can grow into better-paying, more independent roles. If it works, the shop keeps more experienced people and gets more work done.
entry-level technicians
Entry-level technicians are newer mechanics who are still learning. They often need more guidance at first and may not be doing the same work as experienced techs. As they improve, the shop may hire fewer new entry-level people.
full flat-rate technicians
Flat-rate pay means mechanics get paid based on the job’s standard time, not just the hours they personally spend. A “full flat-rate technician” is someone who’s ready to work under that system. When more techs reach that level, the shop can usually get more repairs done.
return on investment
Return on investment (ROI) means “did this program pay off?” If the shop spends time and money on training or retention and then gets better results, that’s a good ROI. Here, they’re saying the program is worth it.
retention perspective
Retention just means trying to keep your employees from quitting. If you keep good technicians, the shop runs smoother and you don’t have to constantly hire and train replacements.
culture of excellence
A “culture of excellence” is an internal management approach focused on high standards, recognition, and continuous improvement. In technician retention, it’s often used to explain how dealerships reduce turnover by making employees feel valued and supported beyond just pay.
proactive by their anniversary dates
“Anniversary dates” refers to scheduled pay and incentive reviews tied to an employee’s tenure. Proactively adjusting hourly rates or incentives around these milestones can help prevent technicians from feeling underpaid and being recruited away.
hourly rate
Hourly rate is the amount technicians get paid for each hour they work. If other dealerships are paying more, raising your hourly rate can help keep your techs from leaving.
robot out and about in the shop
They’re talking about a robot that’s working inside the service area. The alert is there so technicians don’t accidentally back into it while it’s moving around. The goal is safer, smoother operations.
robot sends vehicles
They’re saying the robot helps direct cars to the right place in the shop. Instead of people manually guiding everything, the system routes the vehicle so it arrives at the correct bay faster and with less confusion.
parts unload
They mention unloading parts once the car gets to the bay. Even with automation moving things around, someone still has to unload and prepare the parts for the technician to work.
customer retention
Customer retention means getting customers to keep coming back instead of switching to another shop. Dealerships try to build habits and trust so people buy tires and service there again.
pre-owned cars
Pre-owned cars are used vehicles the dealership sells. If the dealership can keep customers and trade-ins coming, the used-car department can sell more cars.
sell more tires
They’re saying tires are a big opportunity because tire service happens regularly. If the customer buys tires somewhere else, they may also take other car work there too.
independent
“Independent” here means a non-dealership shop. If you go there for tires, you might also start getting other services there instead of returning to the dealership.
suspension
Suspension is what helps the car ride smoothly and stay stable over bumps. It also helps the tires stay planted so braking and handling feel predictable.
alignments
Alignment means adjusting the wheels so they point in the right direction. When it’s off, tires wear faster and the car can feel like it’s pulling or wandering.
target marketing
Target marketing means you don’t advertise the same thing to everyone. You focus on the customers most likely to need a service or deal.
high mileage of vehicles
High-mileage cars usually need more upkeep because parts wear out faster. That’s why dealerships try harder to keep those owners coming back.
tire pricing
Tire pricing is what the dealership charges for tires and how they discount them. Tires are something many cars need more often, so tire deals can bring customers back.
white labeled a brand
White labeling means selling a product under the dealership’s own name, even if it’s made by someone else. It helps the dealership offer deals and manage pricing.
customer pay accounts
This is money from repairs where the customer is paying, not the manufacturer. Dealerships watch these numbers to see how strong their service business is.
service lane
The “service lane” is where cars go in for maintenance and repairs. Here, they’re saying it also helps the dealership find and manage used cars.
use car acquisition
This just means finding used cars to stock on the lot. They’re connecting it to the service department because more cars coming in can lead to more trade-ins.
McGovern automotive group
They’re talking about the dealership company the guest works for. Dealership groups often manage service and used-car buying across multiple stores, so it affects how things run day to day.
tire machines
Tire machines are the tools the shop uses to put tires on wheels and balance them. Better machines can make tire jobs quicker and more accurate.
used car acquisitions
Used car acquisitions is the process of sourcing inventory—buying vehicles from auctions, trade-ins, wholesalers, or direct-to-consumer channels. Dealership groups treat this like a pipeline: acquisition strategy affects inventory quality, turn rate, and profitability.
Chinese robots
They’re asking if the automated machines in the service shop are made in China. That can affect things like how easy they are to maintain and whether replacement parts/support are readily available.
products from China in our dealerships
They’re talking about the possibility that cars made in China could show up at regular dealerships. That’s a big change for the market, because it affects what brands compete for buyers and how dealers handle service and warranties. The speaker is basically saying it might happen, but they don’t expect it to become a sudden “everything is Chinese” situation.
embrace technology and AI and computers
They’re talking about dealerships using new tech—like AI and computers—to run the business better. The point is that the industry is changing, and dealers need to keep up. This part is mainly about that shift in strategy.
AI doing F&I
F&I means the part of the dealership deal where they handle financing and extra products. When someone says AI will “do F&I,” they mean computers could help run those steps—like figuring out what financing options you qualify for and presenting add-ons faster. The goal is usually to make the process quicker and more consistent.
F&I
F&I stands for finance and insurance, the dealership department responsible for structuring the loan/lease and selling finance-related products. It often includes extended warranties, vehicle service contracts, gap insurance, and other coverage options. Because it’s a major profit center, changes to F&I workflows (like AI tools) can significantly affect dealership operations and customer experience.
transparency
“Transparency” here means customers can see the real details of the deal—like pricing and what’s included—without confusion. New tools can make it easier to show costs clearly and explain options. The hope is that the buying process feels more straightforward.
fixed ops metric
Fixed ops is the dealership’s service and parts business. A metric is just a number the dealership tracks to see how well they’re doing and whether customers keep coming back.
CSI
CSI is a score dealerships use to estimate how satisfied customers are after service. The point here is that a high score on a survey doesn’t always mean customers will keep coming back.
customer pay business
“Customer pay business” is work performed after a vehicle’s warranty period ends, where the customer—not the warranty provider—pays for repairs and maintenance. The hosts argue that the most important goal is retaining customers into this phase, not just earning higher satisfaction scores during warranty.
warranty is over with
When the warranty period ends, customers typically become more price- and convenience-sensitive, and they may switch to independent “outside shops.” This segment highlights that fixed-ops success should be measured by whether customers return after warranty, not only during warranty coverage.
outside shops
“Outside shops” are independent repair facilities outside the dealership network. The hosts argue that dealerships should be doing more to retain customers and compete for service work once warranty coverage ends, because outside shops capture that demand.
be smart without pricing
They’re saying you shouldn’t try to solve everything by lowering prices. Instead, focus on smarter ways to help customers and make the experience better.
pricing has grown year over year
This means prices go up compared to last year. If it keeps happening, customers may start comparing you more closely to other options.
mobile service
Mobile service is when the mechanic comes to you. Instead of driving your car to the shop, they do the work where your car is—like at home or work.
start thinking about the following year, mid-year
They’re talking about planning ahead while you’re still in the middle of the year. That way you’re ready for what’s coming next year.
Customers have to feel like we care about them
They’re saying customers come back when they feel treated well and listened to. Even if prices are about the same, people prefer the place that feels caring.
automotive tech
An automotive tech is a person trained to fix cars. Today’s techs usually do more than basic mechanical repairs—they also troubleshoot computers and sensors.
misconceptions about automotive careers
They’re talking about how people don’t always understand what a car tech job is really like. The discussion is basically about correcting the “it’s just wrenching” idea with what the job involves now.
grease monkeys
“Grease monkeys” is a nickname people use for car mechanics. The point here is that it’s an old stereotype, and modern car repair is more technical than just getting greasy.
repeat business / retention program
They’re talking about how to measure whether customers come back again. Instead of waiting on the car brand’s reports, they want their own system to track customer return rates and trends.
OEM reporting
OEM reporting refers to performance and customer metrics dealerships receive from the vehicle manufacturer. In this segment, the dealership uses OEM reporting monthly from store managers, but plans to supplement it with internal reporting for more tailored retention analysis.
Fixed Ops Friday
“Fixed Ops Friday” is a recurring part of the show about the service and parts side of a dealership. In this clip, they’re wrapping up that discussion with guests.
