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.

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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

In this episode of the Fixed Ops Roundtable, Sarah Vantine sits down with Andrew Wright, Managing Partner at Vinart Dealerships, to pull back the curtain on what’s really happening behind the scenes—from navigating tariff uncertainties to solving the growing technician crisis.

We talk about how tariffs could shake things up, how technician shortages are forcing dealers to think differently, and why fixing the service scheduling problem is way harder than most people think. Andrew also shares how his team is growing their own technicians from scratch and why better processes—not just hiring more people—are key to keeping customers happy.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• The unexpected strategy that’s helping Andrew’s team keep technicians longer (and grow their own).
• How today’s complex vehicles are turning technicians into computer scientists.
• Why service scheduling is still a massive headache for most dealers—and what Andrew’s team is doing about it.
• Plus, the simple process change that’s already transforming the customer experience at his stores.

If you’ve ever asked, "How can we speed up service without burning out our people?"—this episode has something for you.

Hit play and let’s dig into what’s working, what’s not, and how we can move the needle for our customers and our teams.

Listen to the episode featuring Andrew Wright 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, Andrew Wright

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 Steve Greenfield from Automotive Ventures, and together with Sarah Vantine, we dive into what’s really happening in the auto market right now.

We talk about why dealers are suddenly feeling the pressure on inventory, how consumer behavior is shifting, and why used car prices are still hanging stubbornly high. Steve shares why some manufacturers are holding back cars, what that means for dealers on the ground, and why parts shortages could hit your service department harder than you think.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• The surprising moves Ford and GM are making to get ahead
• Why EV investments are costing manufacturers billions
• How flying cars might actually be closer than we think
• And why smart dealers are investing in early-stage tech right now

This is a practical conversation with real insights you can use to make better decisions in a fast-changing market.

Listen to the episode featuring Steve Greenfield 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, Steve Greenfield

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 Thomas Bednarczyk, National Sales Director at Infomedia, the makers of Microcat EPC — a parts catalog used by over 220,000 people worldwide.

We talk about something that doesn’t always get the spotlight, but quietly keeps the whole dealership running: the parts department.

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What we discuss in this episode:

• How Microcat is turning mobile techs into high-efficiency machines
• Why OEM parts still matter more than you think
• The tools that are actually helping parts departments get faster, more accurate, and more profitable
• And what fixed ops directors need to know about the future of digital parts sales and e-commerce

Thomas brings a rare perspective—he’s lived both sides of the dealership life and now helps 220,000+ users across 186 countries stay one step ahead. We also dig into how Microcat’s integrations are making it easier for parts departments to communicate, quote faster, and eliminate returns with a click.

If you’ve ever wished your parts department ran smoother, or if you’re tired of chasing down lost VINs and outdated catalogs… this episode is for you.

Listen to the episode featuring Thomas Bednarczyk 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, Thomas Bednarczyk

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 John Traver, CEO of Traver Connect—a longtime leader in business development and a good friend of the Roundtable.

We talk about something every dealership leader should be thinking about right now: how to future-proof not just your business, but yourself.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

John breaks down three practical principles that can help you uncover opportunities right where you are—without chasing every shiny new tool or trend. He shares how to recognize value in your current environment, why mission matters more than metrics, and the surprising power of simply asking for help.

You’ll learn:

• Why most leaders overlook the value sitting right under their nose
• How to identify if your business is drifting from its mission
• Why the best next move might be about asking better questions, not buying more tech

And if you’ve ever felt stuck or unsure where to focus your energy in this fast-changing industry, this conversation will hit home.

This one’s packed with real, hard-earned insight that can shift your perspective—and help you move forward with clarity.

Listen to the episode featuring John Traver 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, John Traver

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 Laurie Halter from Charisma! Communications—Laurie works with some of the most trusted names in Fixed Ops, and in this conversation, we get into how they’re winning—and what you can learn from it.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

We talk about the rise of recall work (and why it’s now a goldmine for retention), how dealers are using AI to bring customers back without lifting a finger, and why reconditioning is finally getting the attention it deserves. Laurie also shares insights into the shift from siloed tech to more connected customer experiences—and gives real examples of what’s actually working inside top-performing stores.

We name names. We talk real tools. We keep it practical.

If you're in Fixed Ops—or thinking of getting in—you’ll walk away with a better sense of what’s changing in the space and how the most forward-thinking companies are adapting.

It’s a conversation full of useful ideas that can actually move the needle in your service lane.

Listen to the episode featuring Laurie Halter 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, Laurie Halter

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