{"version":"1.0.0","episode":{"title":"Fixed Ops Friday w/ Ruffolo, Norris, and Stephens | Daily Dealer Live","url":"http://getcarcurious.com/episodes/fixed-ops-friday-w-ruffolo-norris-and-stephens-daily-dealer-live","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR3055527269.mp3","description":"Today's show features:  \n\n\n\n- Nick Ruffolo, Fixed Operations Director at Rohrman\n\n\n\n- Matt Norris, Fixed Operations Director at Bozard Ford Lincoln\n\n\n\n- Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln\n\n\n\nThis episode is brought to you by:\n\n\n\nOPENLANE – OPENLANE brings easy, intelligent digital wholesale to dealers across the country, and was once again voted the most preferred digital wholesale marketplace by dealers.\n\nIf you’ve never used OPENLANE before, or it’s been a while since you have, you’re eligible to earn up to $2,500 in buy or sale fee credits. Learn more at https://openlane.com/cdg.\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\n\n\n\nEverything else ➤ dealershipguy.com"},"annotations":[{"startTime":175.3,"endTime":183.3,"type":"term","title":"lease pen","quote":"The surge traces back to the leasing recovery that started in 2023 [179.4s] when lease pen climbed from 18% back towards 23%","canonicalId":"term:lease-pen","priority":0.85,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Lease pen” here refers to the share of new-vehicle transactions that are done via leasing (often discussed as a leasing penetration rate). When leasing penetration rises, more leased vehicles will return to the market later, affecting used-car supply and pricing.","simplifiedExplanation":"This is basically how many people are choosing to lease instead of buy. If more people lease, more leased cars come back later, which can change used-car prices."}},{"startTime":188.8,"endTime":196.6,"type":"term","title":"plug-in hybrids","url":"/glossary/plug-in-hybrid","quote":"Worth noting, the mix of what's coming back matters. [192.5s] It's EVs and plug-in hybrids that leased heavily in 23","canonicalId":"term:plug-in-hybrids","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Plug-in hybrids are vehicles that combine a gasoline engine with an electric motor and a battery that can be charged from an external power source. In the segment, they’re important because EVs and plug-in hybrids were heavily leased, so their return to the used market can swing supply and pricing.","simplifiedExplanation":"A plug-in hybrid is part gas, part electric. You can charge it by plugging it in, and that matters here because lots of these cars were leased and are now showing up for sale."}},{"startTime":206.6,"endTime":212.0,"type":"car","title":"Mercedes-Benz EQS","url":"/cars/mercedes-benz/eqs","image":"https://upload.wikimedia.org/wikipedia/commons/4/4c/2022_Mercedes-Benz_EQS_at_NYIAS_2022%2C_front_right.jpg","quote":"The Mercedes-Benz EQE and EQS, as an example, [210.5s] are coming in $10,000 to $16,000 below estimated resell.","canonicalId":"car:mercedes-benz:eqs","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Mercedes-Benz EQS is an all-electric luxury sedan (also in the EQ lineup) known for its high-end EV packaging and comfort focus. Here it’s cited alongside the EQE as an EV that’s returning from leases and selling below estimated resell values.","simplifiedExplanation":"The Mercedes-Benz EQS is a luxury all-electric Mercedes sedan. They mention it because it’s selling for less than the lease estimate says it should be worth.","imageAttribution":"Wikimedia Commons / CC BY-SA 3.0"}},{"startTime":206.64,"endTime":210.46,"type":"car","title":"Mercedes-Benz Mercedesbenz Eqe","url":"/cars/mercedes-benz/eqe","image":"https://upload.wikimedia.org/wikipedia/commons/b/be/2023_Mercedes-Benz_EQE_350%2B_AMG-Line_in_Graphite_Grey_Metallic%2C_front_right.jpg","quote":"And some are selling well below estimated resell values. The Mercedes-Benz EQE and EQS, as an example, are coming in $10,000 to $16,000 below estimated resell.","canonicalId":"car:mercedes-benz:eqe","priority":0.5,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Mercedes-Benz EQE is a battery-electric luxury sedan positioned below the EQS, with a similar focus on comfort and modern tech. It’s relevant to dealership discussions because its real-world selling prices can land noticeably below estimated resale values. That kind of pricing movement is important for shoppers planning to buy and later sell or trade the vehicle.","simplifiedExplanation":"The EQE is an all-electric luxury car from Mercedes-Benz. Like other electric cars, it uses a battery for power instead of a gas engine. It’s mentioned in resale-price talk because the current sale price can be lower than expected.","imageAttribution":"Ethan Llamas (CC BY-SA 4.0)"}},{"startTime":215.04,"endTime":218.34,"type":"car","title":"Ford F150S","url":"/cars/ford/f-150","image":"https://upload.wikimedia.org/wikipedia/commons/a/ae/2021_Ford_F-150_%28fourteenth_generation%29_front_view_01.png","quote":"And on the flip side, Honda's CRVs, Civics and F-150s [218.3s] are all selling above their estimated off lease values.","canonicalId":"car:ford:f-150","priority":0.45,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Ford F-150 is a best-selling full-size pickup truck and one of the most common vehicles in the used market. In this segment, it’s cited as selling above estimated off-lease values, indicating stronger pricing support than some heavily leased EVs.","simplifiedExplanation":"The Ford F-150 is a popular full-size pickup. They’re saying it’s holding value well when it comes off lease—selling for more than the estimate predicted.","imageAttribution":"Gold Pony (CC BY 3.0)"}},{"startTime":215.04,"endTime":218.34,"type":"car","title":"Honda Crvs","url":"/cars/honda/cr-v","image":"https://upload.wikimedia.org/wikipedia/commons/9/9d/2017-2022_Honda_CR-V_Facelift_%28Back%29.jpg","quote":"And on the flip side, Honda's CRVs, Civics and F-150s [218.3s] are all selling above their estimated off lease values.","canonicalId":"car:honda:cr-v","priority":0.45,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Honda CR-V is a mainstream compact SUV that’s widely leased and traded in volume. In this segment, it’s used as a counterexample: CR-Vs are selling above estimated off-lease values, suggesting stronger residual performance than some EVs.","simplifiedExplanation":"The Honda CR-V is a popular SUV. They’re saying CR-Vs are holding their value better than the lease estimates—so they sell for more than expected when they come off lease.","imageAttribution":"Sebsoare2511 (CC0)"}},{"startTime":215.04,"endTime":218.34,"type":"car","title":"Honda Civic","url":"/cars/honda/civic","image":"https://upload.wikimedia.org/wikipedia/commons/d/d3/2017_Honda_Civic_Type_R_FK8_in_Championship_White%2C_front_right%2C_08-04-2024.jpg","quote":"And on the flip side, Honda's CRVs, Civics and F-150s [218.3s] are all selling above their estimated off lease values.","canonicalId":"car:honda:civic","priority":0.45,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Honda Civic is a long-running compact car line known for high volume and broad market demand. Here it’s grouped with the CR-V as a model that’s selling above estimated off-lease values, implying better-than-expected residual value outcomes.","simplifiedExplanation":"The Honda Civic is a very common compact car. They’re using it as an example of a car that’s coming off lease and still selling for more than expected.","imageAttribution":"Wikimedia Commons / CC BY-SA 4.0"}},{"startTime":221.1,"endTime":224.2,"type":"concept","title":"sourcing discipline","url":"/glossary/sourcing-discipline","quote":"So sourcing discipline around which models you're acquiring [224.2s] matters more than ever.","canonicalId":"concept:sourcing-discipline","priority":0.5,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Sourcing discipline” here means being selective and strategic about which vehicles a dealer acquires for inventory. The idea is that when residual values and real-world resale diverge (especially for EVs), choosing the right models matters more than buying broadly.","simplifiedExplanation":"They mean being careful about which cars you buy for your lot. If some cars don’t sell for what was expected, you don’t want to stock the wrong ones."}},{"startTime":227.1,"endTime":232.0,"type":"term","title":"residual value","url":"/glossary/residual-values","quote":"And by the way, estimated lease values, [229.3s] that's the residual value set by the manufacturer [232.0s] at time of lease to create a great payment.","canonicalId":"term:residual-value","priority":0.9,"confidence":0.98,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Residual value is the manufacturer-set estimate of what a leased vehicle will be worth at the end of the lease term. It’s used to calculate lease payments—higher residual values generally lead to lower monthly payments.","simplifiedExplanation":"Residual value is the predicted value of the car at the end of the lease. Lease companies use it to figure out your monthly payment."}},{"startTime":247.3,"endTime":250.7,"type":"term","title":"Q1","quote":"experienced Q1 State of the Automotive\n[250.7s] Finance Market reinforces what dealers are feeling on the floor.","canonicalId":"term:q1","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Q1 means the first quarter of the year (January through March). In dealership and finance discussions, Q1 is used to compare lending behavior and loan terms quarter-over-quarter.","simplifiedExplanation":"Q1 is just the first three months of the year. It’s a common way to talk about business results and trends by time period."}},{"startTime":254.4,"endTime":263.5,"type":"term","title":"monthly payments","url":"/glossary/monthly-payments","quote":"Average new loan amounts approached $44,000.\n[257.8s] Monthly payments averaged $770 for new and $531 for used.\n[263.5s] And nearly 19% of all loan payments are now $1,000 or higher.","canonicalId":"term:monthly-payments","priority":0.55,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Monthly payments are the recurring amount a borrower pays to service an auto loan. The segment highlights how payment sizes differ for new vs. used cars and how a growing share of borrowers are paying $1,000+ per month.","simplifiedExplanation":"Monthly payments are what you pay each month to keep the car loan going. The host is pointing out that more people are ending up with very high monthly bills."}},{"startTime":269.0,"endTime":274.4,"type":"term","title":"72 months","url":"/glossary/72-months","quote":"Nearly a third of all loans are extending beyond 72 months.\n[274.4s] Superprime and Prime borrower shares both declined year over year","canonicalId":"term:72-months","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In auto lending, 72 months refers to a 6-year loan term. Longer terms can lower the monthly payment, but they also increase total interest paid and can raise risk if affordability slips.","simplifiedExplanation":"72 months is a long car loan—about six years. Longer loans can make the monthly payment smaller, but they can also cost more overall and be harder to manage if finances change."}},{"startTime":274.4,"endTime":281.8,"type":"term","title":"subprime","url":"/glossary/subprime","quote":"Superprime and Prime borrower shares both declined year over year\n[277.9s] while near prime, subprime and deep subprime, they all grew","canonicalId":"term:subprime","priority":0.65,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Subprime is a credit-tier label for borrowers with weaker credit histories, which typically means higher interest rates and greater default risk. The host notes subprime (and deeper tiers) grew while superprime/prime declined.","simplifiedExplanation":"Subprime is a category for borrowers who have more credit risk. Lenders usually charge higher interest rates because repayment is less certain."}},{"startTime":274.4,"endTime":281.8,"type":"term","title":"Superprime","url":"/glossary/super-prime","quote":"Superprime and Prime borrower shares both declined year over year\n[277.9s] while near prime, subprime and deep subprime, they all grew","canonicalId":"term:superprime","priority":0.65,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Superprime is a credit-tier label used by lenders to describe borrowers with very strong credit profiles. The segment tracks how the share of loans in superprime vs. other tiers changes over time, which affects risk and pricing.","simplifiedExplanation":"Superprime is a lender’s category for borrowers with excellent credit. It’s used to estimate how likely someone is to repay the loan."}},{"startTime":281.8,"endTime":287.5,"type":"term","title":"refinanced volume","url":"/glossary/refinanced-volume","quote":"and refinanced volume more than doubled from Q124 to Q126,\n[287.5s] hitting $3.48 billion.","canonicalId":"term:refinanced-volume","priority":0.55,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Refinanced volume is the total amount of existing auto loans that get replaced with new loans (often to change the interest rate or term). The segment says refinance activity more than doubled, indicating borrowers were actively restructuring debt.","simplifiedExplanation":"Refinanced volume means how much car loan debt is being “swapped” for a new loan. It often happens when people try to lower their rate or change the payment terms."}},{"startTime":290.9,"endTime":298.8,"type":"term","title":"EV share of new financing","url":"/glossary/ev-share-of-new-financing","quote":"EV share of new financing dropped from 10.93% to 6.23%,\n[295.3s] while hybrid share climbed from 12% to nearly 15%,”","canonicalId":"term:ev-share-of-new-financing","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"EV share of new financing is the percentage of newly financed vehicles that are electric vehicles. The host notes EV financing share fell while hybrid and ICE shares rose, showing shifting demand and lender/consumer mix.","simplifiedExplanation":"This is the portion of new car loans that go to electric cars. The numbers here suggest fewer EVs are being financed compared with hybrids and gas cars."}},{"startTime":298.8,"endTime":302.0,"type":"term","title":"ICE","url":"/glossary/internal-combustion-engine","quote":"and ICE rose to 76%.\n[302.0s] What's the bottom line here?","canonicalId":"term:ice","priority":0.45,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ICE stands for internal combustion engine, meaning vehicles powered by gasoline or diesel combustion rather than electric motors. The segment uses ICE share to compare how much new financing is going to gas/diesel vs. hybrids and EVs.","simplifiedExplanation":"ICE means a gas or diesel engine that burns fuel to make power. It’s the opposite of an electric vehicle."}},{"startTime":310.1,"endTime":321.5,"type":"concept","title":"affordability management","url":"/glossary/affordability-management","quote":"but the key dynamic to watch?\n[310.1s] It's affordability management.\n[311.8s] Longer loan terms aren't inherently a problem","canonicalId":"concept:affordability-management","priority":0.6,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Affordability management is the idea that lenders and dealers must keep loan terms and payment burdens within what borrowers can realistically handle. The host’s point is that longer loan terms aren’t automatically bad, but the “margin for error” is shrinking when payments get tight.","simplifiedExplanation":"Affordability management is about whether people can actually afford the payments. Even if the monthly bill looks okay, the risk goes up if borrowers are already stretched."}},{"startTime":565.9,"endTime":604.46,"type":"concept","title":"fixed operations","url":"/glossary/fixed-operations","quote":"I've been in the business a long time and we all know that fixed operations always known as the heart of the department... They're like, Hey, do you know why fixed ops is called fixed ops? ... because it is straight line.","canonicalId":"concept:fixed-operations","priority":0.55,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership-speak, “fixed operations” (often shortened to “fixed ops”) refers to the service and parts side of the store—things like maintenance, repairs, and selling replacement parts. It’s called “fixed” because it’s tied to the dealership’s physical facilities and recurring customer demand, rather than vehicle sales that are more variable.","simplifiedExplanation":"“Fixed ops” is the service-and-parts part of a car dealership. It’s the side that does repairs and sells parts, and it tends to be steadier than selling cars."}},{"startTime":593.6,"endTime":598.4,"type":"term","title":"NADA dealer Academy","url":"/glossary/nada-dealer-academy","quote":"I mean, I know fixed. I learned this in my NADA dealer Academy. So props to everybody from dealer Academy.","canonicalId":"term:nada-dealer-academy","priority":0.25,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"NADA Dealer Academy is training associated with NADA (National Automobile Dealers Association), aimed at dealership staff and managers. In this segment, it’s referenced as the source of the explanation for why “fixed ops” is called “fixed ops.”","simplifiedExplanation":"NADA Dealer Academy is dealership training. Here, the host mentions it as where they learned the explanation for the term “fixed ops.”"}},{"startTime":863.4,"endTime":867.8,"type":"term","title":"DMS","url":"/glossary/dms","quote":"So, we use tech, you know, as our DMS and within the tech, you know, portal, they do have the ability to communicate through the consumer portal, through that portal.","canonicalId":"term:dms","priority":0.6,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"DMS here means dealership management system, the software dealerships use to run service workflows. It typically connects scheduling, customer communication, technician work, and documentation like inspection videos.","simplifiedExplanation":"DMS is dealership management system software. It’s the tool the dealership uses to keep track of service work and communicate with customers, including sending inspection results."}},{"startTime":874.6,"endTime":878.0,"type":"term","title":"multi point inspections","url":"/glossary/multi-point-inspections","quote":"We also can send the technician video, the multi point inspections, pictures and video is exactly what may be needed as far as the break job goes, why the pads are worn on the inside.","canonicalId":"term:multi-point-inspections","priority":0.5,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Multi-point inspections (MPIs) are structured checks across multiple vehicle systems—often brakes, tires, suspension, fluids, and other wear items. In service marketing, MPIs are used to document findings and justify recommended work.","simplifiedExplanation":"A multi-point inspection is a checklist of several things the technician checks on your car. It helps the shop show what’s worn or needs attention, not just one problem area."}},{"startTime":881.9,"endTime":888.3,"type":"term","title":"caliper issue","url":"/glossary/caliper-issue","quote":"as far as the break job goes, why the pads are worn on the inside. Is that a caliper issue, but we can put all that in there.","canonicalId":"term:caliper-issue","priority":0.45,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A brake caliper issue refers to problems with the component that clamps the brake pads onto the rotor. If a caliper slides or applies unevenly, it can cause uneven pad wear—like pads wearing more on the inside than the outside.","simplifiedExplanation":"The caliper is the part that squeezes the brake pads against the rotor to slow the car down. If the caliper isn’t working evenly, the pads can wear unevenly, such as wearing more on the inside edge."}},{"startTime":888.3,"endTime":893.4,"type":"term","title":"pen rate","quote":"We, we, in, in, in our stores here, we're about 85% pen rate on tech video. Our goal set is, you know, obviously we'd be at 100%.","canonicalId":"term:pen-rate","priority":0.35,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Pen rate (in this context) is a service-communication metric indicating the percentage of sent technician videos that result in a “pen” action—typically the customer opening/engaging the message. It’s used to measure how effective the dealership’s video MPI delivery is.","simplifiedExplanation":"Pen rate here is a tracking number for how many customers actually engage with the video inspection message after it’s sent. Higher pen rate generally means more people are watching the inspection content."}},{"startTime":1325.2,"endTime":1331.5,"type":"term","title":"C-P-R-O volume","quote":"So we've seen an average of just north of 17% increase in\n[1330.1s] C-P-R-O volume.\n[1331.5s]  Wow.","canonicalId":"term:c-p-r-o-volume","priority":0.65,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"C-P-R-O volume refers to the number of customer pay repair orders (or similar service transactions) generated by a service offer. In this context, the hosts are saying the $50 oil change promo increased the dealership’s service work volume tied to customer-paid repairs/orders.","simplifiedExplanation":"C-P-R-O volume is basically how many paid service jobs the shop is getting. They’re saying the $50 oil change deal helped bring in more of those jobs."}},{"startTime":1332.4,"endTime":1336.3,"type":"term","title":"direct message","quote":"Just with a simple message and the direct message,\n[1336.3s] if you would, on the $50 oil change, it is using regular\n[1339.7s]  oil.","canonicalId":"term:direct-message","priority":0.35,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A direct message here means a targeted outreach sent straight to customers (rather than a broad ad campaign). The point is that a simple, specific message tied to the $50 oil change offer correlated with higher service volume.","simplifiedExplanation":"A direct message is a targeted note sent to specific people. They’re saying that kind of message helped get more customers to book the $50 oil change."}},{"startTime":1336.3,"endTime":1339.7,"type":"term","title":"regular oil","quote":"if you would, on the $50 oil change, it is using regular\n[1339.7s]  oil.","canonicalId":"term:regular-oil","priority":0.3,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Regular oil” typically means conventional motor oil rather than synthetic oil. For oil-change promos, specifying conventional oil matters because it affects cost, customer expectations, and which vehicles the offer is appropriate for.","simplifiedExplanation":"“Regular oil” usually means conventional motor oil (not synthetic). It matters because it changes the cost and what cars the promo is meant for."}},{"startTime":1396.4,"endTime":1419.0,"type":"term","title":"oil change","url":"/glossary/oil-change","quote":"But there is trouble on the horizon in oil change land, right? We've reported that some OEMs have actually changed the type of oil they're putting into vehicles today...","canonicalId":"term:oil-change","priority":0.55,"confidence":0.35,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An oil change is scheduled maintenance where the engine oil is drained and replaced with fresh oil (and usually a new oil filter). It matters because oil lubricates moving parts and helps carry away heat and contaminants.","simplifiedExplanation":"An oil change is when you replace the engine’s old oil with new oil. It helps keep the engine running smoothly and prevents wear."}},{"startTime":1400.4,"endTime":1406.1,"type":"term","title":"OEMs","url":"/glossary/oem","quote":"We've reported that some OEMs have actually changed the type of oil they're putting into vehicles today because of the issue in the Strait of Hormuz.","canonicalId":"term:oems","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"OEMs means original equipment manufacturers—the companies that build the vehicles and specify what fluids and service intervals they want. In this context, the hosts are saying some OEMs changed the oil type they recommend due to supply/price pressures.","simplifiedExplanation":"OEMs are the companies that make the cars in the first place. They’re the ones who decide what oil (and other fluids) the car should use."}},{"startTime":1403.2,"endTime":1407.2,"type":"term","title":"Strait of Hormuz","url":"/glossary/strait-of-hormuz","quote":"We've reported that some OEMs have actually changed the type of oil they're putting into vehicles today because of the issue in the Strait of Hormuz. Oil prices are crazy through the roof.","canonicalId":"term:strait-of-hormuz","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Strait of Hormuz is a key chokepoint in the Persian Gulf where a large share of the world’s oil shipments pass. Disruptions there can tighten global supply and push oil prices higher, which then affects service costs like oil changes.","simplifiedExplanation":"The Strait of Hormuz is a major shipping route for oil. If something disrupts it, oil can get more expensive, and that can raise the cost of car services that use oil."}},{"startTime":1421.7,"endTime":1426.0,"type":"term","title":"retention","url":"/glossary/retention","quote":"Is it viable if oil prices continue to rise? And how do you look at the return on that investment in retention?","canonicalId":"term:retention","priority":0.5,"confidence":0.35,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership fixed-ops context, retention means keeping customers coming back for repeat service (like future oil changes and maintenance). The hosts are discussing how to evaluate retention when oil costs and service pricing change.","simplifiedExplanation":"Retention means getting customers to keep returning for service instead of going elsewhere. They’re trying to figure out how to measure that benefit."}},{"startTime":1421.7,"endTime":1426.0,"type":"term","title":"return on that investment","quote":"Is it viable if oil prices continue to rise? And how do you look at the return on that investment in retention?","canonicalId":"term:return-on-that-investment","priority":0.45,"confidence":0.4,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Return on investment (ROI) is a way to measure whether spending money on something (like marketing or service offers) pays off. Here, they’re asking whether higher oil-change pricing or continued oil-change promotions still make financial sense.","simplifiedExplanation":"ROI is just a fancy way of asking: “Does this plan make money back?” In this case, they’re talking about whether oil-change offers are worth the cost."}},{"startTime":1440.0,"endTime":1447.0,"type":"term","title":"upsells","url":"/glossary/upsells","quote":"And we break it down by how many came in with just a $50 oil change and then what the upsells were.","canonicalId":"term:upsells","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Upsells are additional services or higher-priced options offered during a visit—commonly things like recommended maintenance beyond the basic oil change. The segment describes tracking how many customers start with a $50 oil-change offer and then buy extra items.","simplifiedExplanation":"Upsells are extra services you’re offered while you’re already getting something done—like maintenance beyond the basic oil change. The hosts are saying they track what customers add on."}},{"startTime":1474.1,"endTime":1480.6,"type":"term","title":"RO count","url":"/glossary/ro-count","quote":"We've talked about here, Cox, Otto's data from last month where they said gross is increasing in franchise dealerships, but the RO count is down.","canonicalId":"term:ro-count","priority":0.6,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“RO” typically stands for “repair order,” which is the service ticket a customer’s vehicle gets when it’s brought in for work. A down “RO count” means fewer service tickets are being opened, even if the dealership’s gross profit is rising.","simplifiedExplanation":"An “RO” is basically the paper or digital ticket for a car’s service visit. If the RO count is down, it means fewer cars are being booked for service."}},{"startTime":1474.1,"endTime":1479.0,"type":"term","title":"gross","url":"/glossary/gross","quote":"We've talked about here, Cox, Otto's data from last month where they said gross is increasing in franchise dealerships, but the RO count is down.","canonicalId":"term:gross","priority":0.55,"confidence":0.62,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership reporting, “gross” usually means gross profit dollars from sales and service, before subtracting many operating expenses. When the hosts say gross is increasing, they’re pointing to dealerships making more money per transaction or overall, even if customer counts are shifting.","simplifiedExplanation":"“Gross” here means how much money the dealership is making from service before the bigger costs of running the business. So it can go up even if fewer people are coming in."}},{"startTime":1874.4,"endTime":1878.5,"type":"concept","title":"video MPIs","url":"/glossary/video-mpis","quote":"with video MPIs, which we talk a ton about on this show.","canonicalId":"concept:video-mpis","priority":0.55,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Video MPIs” refers to video Multi-Point Inspections: a technician records and documents the condition of multiple vehicle areas during a service inspection. It’s used to make findings more understandable to customers and can reduce back-and-forth by showing issues visually.","simplifiedExplanation":"“Video MPIs” means the shop does an inspection and records it on video. Instead of just telling you what’s wrong, they show you with footage from different parts of your car."}},{"startTime":1880.8,"endTime":1883.5,"type":"concept","title":"customer experience","url":"/glossary/customer-experience","quote":"because that drives\n a great customer experience.","canonicalId":"concept:customer-experience","priority":0.3,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Customer experience” in a dealership context means the end-to-end feeling a customer has during the service journey—how easy it is to understand issues, communicate status, and get taken care of. The host ties it to inspection technology and service offers that make the process smoother.","simplifiedExplanation":"“Customer experience” is how the customer feels about the whole service process. Here, they’re saying better inspection and communication tools help customers feel like they’re being taken care of."}},{"startTime":1899.1,"endTime":1902.8,"type":"company","title":"Open Lane","url":"/glossary/open-lane","quote":"So props to Open Lane for supporting that content today.","canonicalId":"company:open-lane","priority":0.25,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Open Lane is a provider of dealership fixed-operations technology and services. In this segment, the host credits Open Lane for supporting content related to improving the customer experience in service departments.","simplifiedExplanation":"Open Lane is a company that helps car dealerships with tools and programs—especially for the service side. Here, the host says Open Lane helped support the discussion about improving the customer experience."}},{"startTime":1908.6,"endTime":1916.9,"type":"company","title":"Bozard Ford","url":"/glossary/bozard-ford","quote":"Matt Norris, fixed operations director at Bozard Ford\nand Jeremy Stevens, remote operations director\nat Bozard Ford.","canonicalId":"company:bozard-ford","priority":0.2,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Bozard Ford is the dealership where the guests work. The segment uses it as the specific example for roles like fixed operations director and remote operations director.","simplifiedExplanation":"Bozard Ford is the dealership the guests are employed by. The discussion is about how their service leadership roles work there."}},{"startTime":1911.4,"endTime":1915.6,"type":"concept","title":"remote operations director","url":"/glossary/remote-operations-director","quote":"and Jeremy Stevens, remote operations director\nat Bozard Ford.","canonicalId":"concept:remote-operations-director","priority":0.45,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “remote operations director” is a leadership role that manages dealership operations from a distance rather than being on-site. In this context, the host is asking what the job does at Bozard Ford, implying it likely involves coordinating service processes, customer experience workflows, or support functions across locations.","simplifiedExplanation":"A “remote operations director” is a manager who helps run parts of the dealership’s operations without being physically at the dealership all the time. The host is basically asking what that person actually does day to day."}},{"startTime":2030.5,"endTime":2033.3,"type":"concept","title":"mobile team","url":"/glossary/mobile-team","quote":"just on the mobile team of it.\n[2033.3s] So it definitely, and here's the thing that Matt and I talk about.","canonicalId":"concept:mobile-team","priority":0.55,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “mobile team” is a service operation where technicians perform work at the customer’s location instead of only inside the dealership’s shop. In this segment, it’s used to reduce interruptions to shop workflow by handling certain service jobs remotely.","simplifiedExplanation":"A “mobile team” means the mechanics go to where the customer is, instead of making everyone come into the shop. The goal is to keep the shop from getting constantly interrupted."}},{"startTime":2039.9,"endTime":2045.9,"type":"concept","title":"shop capacity","url":"/glossary/shop-capacity","quote":"especially my main goal was to relieve our shop capacity\n[2045.9s] because a lot of times everybody says like what Nick was saying,","canonicalId":"concept:shop-capacity","priority":0.4,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Shop capacity” is the maximum amount of work the dealership’s service department can handle at once, based on technician availability, bays, and scheduling. The hosts frame mobile service as a way to relieve capacity constraints by shifting certain jobs out of the main shop workflow.","simplifiedExplanation":"“Shop capacity” means how much work the dealership’s service shop can handle. If the shop is full, adding mobile service can take some jobs off the shop’s plate."}},{"startTime":2066.8,"endTime":2072.6,"type":"concept","title":"remote vans","url":"/glossary/remote-vans","quote":"So you're approaching 50 remote vans and you're in Florida.\n[2072.6s] Are you limited to a geography?","canonicalId":"concept:remote-vans","priority":0.6,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Remote vans” here refers to the dealership’s mobile service vehicles used to reach customers across a wider area. The discussion ties them to scaling the operation to nearly 50 units and managing service-area coverage.","simplifiedExplanation":"“Remote vans” are the vehicles the dealership uses to send service teams out to customers. Instead of doing everything in the shop, the vans help cover a larger area."}},{"startTime":2085.6,"endTime":2092.3,"type":"concept","title":"fleet","url":"/glossary/fleet","quote":"but with Bowsard, we sell cars all over the place\n[2088.5s] and we have customers and fleet that has operations.","canonicalId":"concept:fleet","priority":0.35,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Fleet” refers to organizations that operate many vehicles (often for business use) and need recurring service across multiple locations. The segment connects fleet operations to why the dealership’s mobile service must cover a wider geography.","simplifiedExplanation":"“Fleet” means a business that has lots of vehicles and needs maintenance for them. Because those vehicles are spread out, the dealership has to travel farther to service them."}},{"startTime":2085.6,"endTime":2088.5,"type":"brand","title":"Bowsard","quote":"but with Bowsard, we sell cars all over the place\n[2088.5s] and we have customers and fleet that has operations.","canonicalId":"brand:bowsard","priority":0.25,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Bowsard” is referenced as the dealership/organization running the mobile service strategy. In this context, it’s tied to selling cars across a wide area and supporting customers and fleet operations in multiple locations.","simplifiedExplanation":"“Bowsard” is the dealership/company they’re talking about. They’re saying that because Bowsard serves customers over a wide area, their mobile service has to cover more ground."}},{"startTime":2092.3,"endTime":2096.5,"type":"place","title":"St. Augustine","url":"/glossary/st-augustine","quote":"One may have operation here in St. Augustine, but have other locations.\n[2096.5s] So we spread out pretty far.","canonicalId":"place:st-augustine","priority":0.2,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"St. Augustine is used as an example of one location within a broader multi-location customer footprint. The hosts are illustrating how mobile service coverage must extend beyond a single city when fleet operations are distributed.","simplifiedExplanation":"St. Augustine is a city they mention to show where one of their customers’ operations is located. It’s an example of why they can’t limit service to just one small area."}},{"startTime":2196.4,"endTime":2204.9,"type":"term","title":"cost per RO","url":"/glossary/cost-per-ro","quote":"So in terms of servicing a customer, cost per RO, your expense side in the brick and mortar versus the remote,\n\n[2204.9s] would you rather them come into the store and do it in the store or utilize your remote service?","canonicalId":"term:cost-per-ro","priority":0.45,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Cost per RO” means the dealership’s cost to handle each RO (repair order). It’s a fixed-ops efficiency metric comparing how much it costs to process and complete repairs, often used to evaluate whether remote/mobile workflows are more or less efficient than in-store service.","simplifiedExplanation":"“Cost per RO” is basically how much money the shop spends for each repair job it writes up. It helps them compare which service approach is cheaper to run."}},{"startTime":2196.4,"endTime":2204.9,"type":"term","title":"RO","quote":"So in terms of servicing a customer, cost per RO, your expense side in the brick and mortar versus the remote,\n\n[2204.9s] would you rather them come into the store and do it in the store or utilize your remote service?","canonicalId":"term:ro","priority":0.4,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"RO stands for repair order, the document that authorizes and tracks the work a shop will perform on a specific vehicle. It’s central to service operations because it ties the customer’s request to labor, parts, approvals, and billing.","simplifiedExplanation":"An RO (repair order) is the paperwork that lists what work the shop is going to do on your car. It’s how the shop tracks the job from start to finish."}},{"startTime":2196.4,"endTime":2302.6,"type":"term","title":"brick-and-mortar","url":"/glossary/brick-and-mortar","quote":"So in terms of servicing a customer, cost per RO, your expense side in the brick and mortar versus the remote,\n\n[2204.9s] would you rather them come into the store and do it in the store or utilize your remote service?","canonicalId":"term:brick-and-mortar","priority":0.3,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership fixed-ops, “brick-and-mortar” means the traditional in-store service operation—customers come to the dealership’s service department. The term is used here to contrast with remote/mobile service workflows.","simplifiedExplanation":"“Brick-and-mortar” just means the traditional dealership location where you bring your car in. It’s being compared to service done somewhere else."}},{"startTime":2256.3,"endTime":2263.0,"type":"term","title":"engine problems","url":"/glossary/engine-problems","quote":"then that allows our main service department to focus on the bigger media repairs like engine problems, transmission issues,\n\n[2263.0s] and those things are the big, big growth generator, business generators.","canonicalId":"term:engine-problems","priority":0.25,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Engine problems” refers to faults in the vehicle’s powerplant that typically require diagnostic time and specialized labor. In dealership fixed-ops strategy, these are often treated as higher-value repair categories compared with smaller convenience services.","simplifiedExplanation":"Engine problems are issues with the car’s motor that usually take more troubleshooting and work. They’re often bigger repairs than quick convenience services."}},{"startTime":2256.3,"endTime":2263.0,"type":"term","title":"transmission issues","url":"/glossary/transmission-issues","quote":"then that allows our main service department to focus on the bigger media repairs like engine problems, transmission issues,\n\n[2263.0s] and those things are the big, big growth generator, business generators.","canonicalId":"term:transmission-issues","priority":0.25,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Transmission issues” are problems in the vehicle’s gear-changing system, which can range from shifting complaints to internal failures. These repairs are typically labor-intensive and can drive significant service revenue for a dealership.","simplifiedExplanation":"Transmission issues are problems with how the car changes gears. Fixing them can be complicated and expensive, so they often represent major service work."}},{"startTime":2270.3,"endTime":2283.2,"type":"concept","title":"retaining that customer","url":"/glossary/retaining-that-customer","quote":"So I had this dinner with our team with one of our stores last night and we had all the leaders around a big table\n\n[2275.9s] and we just talked about how key that experience we deliver in services to retaining that customer.\n\n[2281.3s] I mean, we just all recommitted to that.","canonicalId":"concept:retaining-that-customer","priority":0.4,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Customer retention in dealership service means keeping the same customer engaged over time—so they return for future maintenance/repairs and larger jobs. The hosts connect mobile service to retention by improving convenience while still “tying back” to dealership visits for bigger repairs.","simplifiedExplanation":"Customer retention here means getting customers to keep coming back to the dealership for service. The idea is that if mobile service is convenient, it can build loyalty and lead to future visits for bigger repairs."}},{"startTime":2557.4,"endTime":2567.4,"type":"term","title":"automotive and diesel programs","url":"/glossary/automotive-and-diesel-programs","quote":"Both of them offer automotive and diesel programs and we've been very heavily involved in those schools.","canonicalId":"term:automotive-and-diesel-programs","priority":0.4,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Automotive and diesel programs are vocational training tracks that teach students vehicle repair skills for both gasoline cars and diesel-powered vehicles. The segment uses them to explain how the dealership recruits and develops future technicians.","simplifiedExplanation":"These are school programs that train people to work on cars and diesel engines. The dealership is partnering with those schools to find and grow future mechanics."}},{"startTime":2567.3,"endTime":2580.0,"type":"term","title":"branded bays","url":"/glossary/branded-bays","quote":"this dealership has been heavily involved in, in, in, in joining at the hip with those, with those schools to the point where we have our own branded bays in the schools.","canonicalId":"term:branded-bays","priority":0.42,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Branded bays are service-work areas in a school or training facility that are set up and labeled to match a specific dealership or employer. In this segment, it’s part of a recruiting pipeline—students train in equipment and environments aligned with the dealership’s operations."}},{"startTime":2582.5,"endTime":2585.0,"type":"term","title":"lifts","url":"/glossary/lifts","quote":"We've come and we put lifts in the bays for them.","canonicalId":"term:lifts","priority":0.38,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In a service context, “lifts” are vehicle hoists used to raise cars for inspection and repair. Installing lifts in training bays lets students practice real under-car work safely and efficiently.","simplifiedExplanation":"“Lifts” are the car hoists that raise a vehicle off the ground. They let students work underneath the car during training."}},{"startTime":2597.2,"endTime":2605.0,"type":"term","title":"quick lane","url":"/glossary/quick-lane","quote":"you'd be shocked at how many students I can pick out that are now, you know, either quick lane entry level","canonicalId":"term:quick-lane","priority":0.35,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A quick lane is a dealership service area focused on faster, standardized maintenance and light repairs (often with shorter turnaround times than the main service department). The speaker uses it as an example of where students end up early in their careers.","simplifiedExplanation":"A quick lane is a dealership service area meant for quicker, simpler work—like routine maintenance—so cars can get in and out faster."}},{"startTime":2597.2,"endTime":2608.6,"type":"term","title":"level one","url":"/glossary/level-one","quote":"either quick lane entry level or their, you know, level three, level two, level one team lead shop warmings, etc.","canonicalId":"term:level-one","priority":0.33,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Level one” here refers to an internal technician skill/experience tier used by the shop, typically tied to training, responsibilities, and progression. The speaker lists multiple levels to show how students advance through structured roles.","simplifiedExplanation":"“Level one” means an entry-level job tier in the shop. It usually indicates the technician is newer and is working toward higher responsibilities over time."}},{"startTime":2904.8,"endTime":2912.7,"type":"term","title":"independent shops","url":"/glossary/independent-shops","quote":"Is there anything specific you're doing to like get that customer back from the independent shops and retaining them for life? Again, so our CPRO count is up, our CP gross is up to be fair.","canonicalId":"term:independent-shops","priority":0.6,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Independent shops” are non-franchised repair facilities that aren’t tied to a specific automaker brand’s dealership network. In fixed-ops discussions, they’re a key competitive threat because customers may choose them for repairs and maintenance instead of returning to the dealer."}},{"startTime":2947.2,"endTime":2957.5,"type":"term","title":"third party warranty","url":"/glossary/third-party-warranty","quote":"It's really interesting when you go into the service lane and you look over at one of the advisors and they're doing a call in to a third party warranty because the other advisor doesn't like doing it.","canonicalId":"term:third-party-warranty","priority":0.6,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “third party warranty” is coverage administered by a company other than the vehicle manufacturer or the dealership. In service operations, it affects how claims are submitted, approved, and paid, which can change advisor workflows and customer experience.","simplifiedExplanation":"A third-party warranty is a warranty plan run by a company other than the car brand. When you bring the car in, the shop has to file paperwork to get the repair approved and paid."}},{"startTime":3013.5,"endTime":3017.9,"type":"brand","title":"Porsche","url":"/glossary/porsche","quote":"Lots of great comments coming in online. Paul Salisman says, my local Porsche Club chapter gives out scholarships for future technicians.","canonicalId":"brand:porsche","priority":0.2,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Porsche is referenced as part of a local Porsche Club chapter that supports future technicians through scholarships. While not a car model discussion here, it highlights how enthusiast communities can help build the technician pipeline.","simplifiedExplanation":"Porsche is the car brand mentioned in a listener’s comment. That Porsche Club group gives scholarships to help train future mechanics."}},{"startTime":3450.8,"endTime":3452.3,"type":"term","title":"rain camera","quote":"[3450.8s] No, we show up on rain camera.\n[3452.3s] So we just go to the door now.\n[3453.9s] Yeah, here's your car.","canonicalId":"term:rain-camera","priority":0.25,"confidence":0.45,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Rain camera” appears to refer to a specific on-site camera setup used during mobile service to capture the vehicle and/or inspection visuals. In this context, it’s being used as an alternative to a video MPI.","simplifiedExplanation":"They’re saying they use a camera setup when they arrive for mobile service. The point is that they’re not doing a full video inspection like they would in the shop."}},{"startTime":3510.9,"endTime":3518.1,"type":"term","title":"GPS tool","url":"/glossary/gps-tool","quote":"[3504.4s] We may end up doing a separate show on this,\n[3506.0s] but I did an industry pod that'll release in several weeks.\n[3510.9s] There's a tool out there.\n[3512.1s] It's a GPS tool that will actually connect into a car","canonicalId":"term:gps-tool","priority":0.75,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, a GPS tool is being used as a connected-vehicle device that can communicate with the car. The host says it can pull diagnostic trouble codes and other data so the service department has visibility similar to what automakers (OEMs) do.","simplifiedExplanation":"They’re talking about a device that uses the car’s connectivity (GPS/telematics) to read information from the vehicle. That lets the service team see what’s going on without guessing."}},{"startTime":3514.6,"endTime":3518.1,"type":"term","title":"pull codes","url":"/glossary/pull-codes","quote":"[3512.1s] It's a GPS tool that will actually connect into a car\n[3514.6s] and it'll pull codes from the car and mileage.","canonicalId":"term:pull-codes","priority":0.8,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Pull codes” refers to reading the car’s diagnostic trouble codes from its onboard computer. These codes indicate what system detected a fault (for example, emissions, sensors, or drivability issues), and they’re the starting point for troubleshooting.","simplifiedExplanation":"“Pull codes” means the shop reads error messages stored in the car’s computer. Those codes help the technician figure out what part or system is having a problem."}},{"startTime":3527.4,"endTime":3530.4,"type":"concept","title":"proactively","quote":"and you can reach out to the customer proactively\n[3529.1s] before they ever call you.\n[3530.4s] Long go to it, I once said on our show,","canonicalId":"concept:proactively","priority":0.45,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, “proactively” means using vehicle or customer data to start outreach before the customer contacts the dealership. The goal is to catch service needs early and reduce the back-and-forth that happens when a customer calls only after a problem appears.","simplifiedExplanation":"Here, “proactively” means the dealership reaches out first, using information it already has. Instead of waiting for you to call, they try to contact you when service is likely needed."}},{"startTime":3540.0,"endTime":3545.8,"type":"term","title":"connected car technology","url":"/glossary/connected-car-technology","quote":"What are you seeing in your world's\n[3541.5s] in connected car technology?\n[3543.2s] And how are you using that data to better serve customers,\n[3545.8s] reduce friction, increase transparency and all that.","canonicalId":"term:connected-car-technology","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Connected car technology is the set of systems that let a vehicle send and receive data over a cellular or Wi‑Fi connection. That data can be used to alert the dealer or owner about things like service needs or diagnostic trouble codes before the driver calls.","simplifiedExplanation":"Connected car technology means your car can communicate with the internet (and sometimes the dealership). It can share information like warning lights or service reminders so you don’t have to notice everything first."}},{"startTime":3572.2,"endTime":3574.8,"type":"term","title":"check engine lights","url":"/glossary/check-engine-lights","quote":"Ford, we have the ability to log into your car.\n[3573.2s] I could tell you why your check engine lights down\n[3574.8s] with a code.","canonicalId":"term:check-engine-lights","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A check engine light is the dashboard warning that the car’s engine management system has detected a fault. With connected services, the vehicle can send the dealer diagnostic trouble information so the shop can identify the issue faster.","simplifiedExplanation":"The check engine light is a warning that something is wrong in the engine or emissions system. With connected features, the car can sometimes tell the dealer what the warning is about."}}],"speakers":[{"id":"s1","name":"Car Dealership Guy","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/fixed-ops-friday-w-ruffolo-norris-and-stephens-daily-dealer-live/transcript.vtt","type":"text/vtt"}]}