What if one change in your service process could boost customer retention by 29%?

That’s not a hypothetical. That’s what BG Products uncovered, and in this episode, Rob Leary, Director of Sales at BG, joins us to unpack exactly how.

We’re coming to you from Uber’s World Headquarters in New York City. Sarah Vantine and I sit down with Rob for a powerful conversation about how BG’s data-driven approach is helping dealers retain customers far beyond warranty expiration. We're talking about real numbers, real systems, and real results.

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What we discuss in this episode:

• The surprising results of BG’s latest service retention study (and what 263 dealerships taught them)
• Why retention isn’t just a nice-to-have—it's the bottom-line game changer
• How BG’s proprietary Lifetime Protection Plan and Smart VMA platform are changing the way dealerships follow up and bring customers back
• Why both Ford and GM are betting big on BG for their fuel programs and what that means for your shop
• The impact of BG’s in-dealership support model (800+ reps!) and how it blows past what OEMs and third parties are doing
• Plus: BG’s quiet giant—its warranty analysis service, already helping dealers add six figures annually in parts and labor

And yeah… Rob casually drops that BG now owns its own shipping company to support faster, more reliable distribution. That’s the level of commitment we’re talking about.

If you’re in fixed ops or dealership leadership, this one’s a no-brainer. The insights here are practical, tactical, and tested. Hit play and find out how to become the service department your customers actually want to return to.

Listen to the episode featuring Rob Leary for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Rob Leary

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

In this episode, my guest is Scott Davis, Founder of Volie, and we’re talking about what most dealers are missing when it comes to inbound calls.

We’ve all heard about outbound strategies and BDC hustle—but what about the people calling you ready to do business? That’s the focus here. Scott breaks down what he’s seeing across high-performing stores and shares simple, practical ways to boost inbound conversion without needing a bigger team.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• The three numbers every BDC manager should be tracking daily
• What “Two No’s and a Go” means—and why it works
• How to handle price objections without losing the appointment
• Why confirmation calls still matter (a lot)
• The real reason your agents aren’t converting, and what to do about it

There’s a reason Scott’s name keeps coming up in fixed ops circles. He knows his stuff—and in this conversation, he lays it all out in plain English with zero fluff. If you’re trying to tighten up your processes, improve show rates, and actually measure what matters, this one’s worth your time.

Listen to the episode featuring Scott Davis for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Scott Davis

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement

In this episode, I sit down with Brett Sutherlin from Sutherlin Automotive Group for a powerful conversation about what’s actually working in today’s dealerships.

Brett pulls back the curtain on how his team is flipping the script—turning service drives into high-trust buying opportunities, building custom software to appraise every car that rolls into the service bay, and creating a culture where turnover is the exception, not the rule.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• How to seamlessly buy cars from your own service customers without creating friction
• Why service advisors (not salespeople) are the secret weapon for vehicle acquisition
• The dealership mistake that pushes customers away without you even realizing it
• How Brett’s team cut turnover to a fraction of the industry average by building people-first management training
• Why ignoring your fixed ops team is quietly costing you more than you think
• The future of technicians: why your next great tech might look more like a software engineer than a grease monkey

This isn’t just a conversation about surviving market shifts—it’s about building something that actually thrives through them.

Listen to the episode featuring Brett Sutherlin for even more insights!

Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇

Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Brett Sutherlin

Connect with Ted Ings and the Fixed Ops Roundtable:

• Register for the next Fixed Ops Roundtable Event
• Ted Ings on LinkedIn
• Center for Performance Improvement