In this episode my guests are Ashleigh Norton, VP of Marketing at Blink AI, and Ken Mauldin, Director, Platform Fixed Operations at Snell Motor Companies. Katrina and I sat down with them inside Snell’s stunning Dallas facility to talk about something every dealership wrestles with: how to keep operations efficient without burning out your people or frustrating customers.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We dig into why the right integrations aren’t just about saving time—they affect everything from advisor morale to customer satisfaction. Ken shares what he looks for in a tech partner (and what he’ll never tolerate), while Ashleigh pulls back the curtain on how AI is already changing the service drive in ways that reduce the busywork and free people up to do their best work.

You’ll hear practical examples of how small steps with AI can take pressure off your BDC, how the wrong systems can quietly eat away at efficiency, and why choosing the right partner matters more than chasing the newest tool.

If you’ve been curious about where AI really fits in fixed ops—or you’re tired of hearing the hype without the reality—this episode will give you grounded insights from the people who are living it every day.

Listen to the episode featuring Ashleigh Norton & Ken Mauldin 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, Ashleigh Norton & Ken Mauldin

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 Mickey Quinn, President of Vanguard Dealer Services, joining Sarah Vantine and me at Uber’s headquarters in New York City.

Mickey has spent more than 35 years in the F&I space, and he brings a perspective that challenges the way many dealers think about customer loyalty. We talk about how authenticity, sincerity, and empathy can completely change the way customers experience the F&I office, and why those qualities matter more today than ever.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why the F&I department is where customer retention really begins.
• How training and education can transform business managers from “paint-by-numbers” into trusted advisors.
• The overlooked role of service contracts in keeping customers coming back to your store.
• And what Mickey calls the “real war” for control of the customer—OEMs vs. franchise dealers.

Mickey doesn’t hold back. From repeat and referral strategies to the future of dealer services, he gives us a candid look at what it takes to win with today’s customers.

If you want practical ideas on how F&I, service, and sales can work together to strengthen repeat and referral business, this episode is worth your time.

Listen to the episode featuring Mickey Quinn 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, Mickey Quinn

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

What if the future of your dealership didn’t just rely on humans or AI, but the two working together in ways we’ve never seen before?

In this episode my co-host Sarah Vantine and I sit down at Uber’s World Headquarters in New York City with Tim Mullins, Chief Market Transformation Officer at Capital One. Together, we explore how technology is rewriting the customer experience in dealerships without losing the human touch that matters most.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why AI is moving past simple prompts to a system that thinks and responds like a human.
• How Capital One’s Chat Concierge is already giving dealers an edge by remembering context and carrying conversations forward.
• What this means for the future of customer experience, from online research to walking into the showroom.
• Why the best strategy isn’t replacing people, but empowering them with AI tools that make every interaction smoother, faster, and more human.

Tim doesn’t sugarcoat it, dealers who lean into AI today are setting themselves up to win tomorrow. And for those still on the fence, this conversation makes it clear why waiting could mean getting left behind.

If you’ve ever wondered where AI is really taking the industry and how it ties directly into your dealership’s future, this is the episode you don’t want to miss.

Listen to the episode featuring Tim Mullins 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, Tim Mullins

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