What if the biggest competitive advantage in Fixed Ops isn’t technology… but hospitality?

That’s the question at the heart of this episode of the Fixed Ops Roundtable, and once you hear this conversation, you won’t look at porters, greeters, car wash, or pickup & delivery the same way again.

In this episode, I’m joined by Brandon Hall, Vice President of Alliance Dealer Solutions, alongside my co-host Sarah Vantine, for a wide-ranging, high-energy conversation about why hospitality has become the new currency in today’s dealership experience. Brandon pulls back the curtain on how Alliance partners with dealerships across the country to help them focus on what they do best, selling and fixing cars, while his team elevates everything that surrounds that moment.

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What we discuss in this episode:

• Why hospitality isn’t just for front-of-house roles, and how it impacts CSI more than most dealers realize
• The real difference between a staffing partner and a temp agency (this one’s big)
• How seamless integration makes Alliance team members feel like dealership employees, not outsiders
• Why greeting, cleanliness, and the handoff experience can make or break a customer relationship
• How pickup & delivery unlocks technician capacity, scheduling flexibility, and customer loyalty
• The behind-the-scenes systems Alliance uses to train, measure, and coach for quality, without a “gotcha” culture
• How dealerships can adapt to seasonal labor challenges without sacrificing consistency

This episode is packed with practical insight, real-world examples, and a refreshing perspective on people, process, and culture. If you’ve ever felt the tension between wanting an elevated guest experience and struggling to staff, train, or manage those roles effectively, this conversation is for you.

Hit play to hear why hospitality is no longer a “nice to have,” how it’s reshaping Fixed Ops, and what forward-thinking dealers are doing right now to stand out.

Listen to the episode featuring Brandon Hall 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, Brandon Hall

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 “fixed costs” you’ve accepted for years… aren’t actually fixed at all?

That’s the question that kicks off this episode, and trust me, once we pulled on that thread, the whole sweater started to unravel.

In this Fixed Ops Roundtable conversation, I’m joined by Steve Thompson of Integrity Cost Consulting, Shon Kingrey from Kayser Automotive Group, along with Sarah Vantine, and we go straight at one of the most dangerous assumptions in dealership operations: that overhead is just the cost of doing business and not worth revisiting.

Spoiler alert: that assumption is costing dealers a lot more than they realize.

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What we discuss in this episode:

• Why “fixed costs” are often anything but fixed, and how contract drift quietly eats away at profitability
• Real-world stories of uniforms, laundry, telecom, waste, and utilities ballooning without anyone noticing
• Shon’s no-BS take on contracts, guarantees, and why “handshakes” sometimes outperform legal fine print
• How small, unchecked line items turn into six-figure losses across multi-rooftop groups
• The power of benchmarking beyond your own stores, and why most dealers are benchmarking the wrong way
• How Steve’s team finds refunds, negotiates better rates, and monitors vendors so dealers don’t have to
• Why saving money isn’t just about dollars, it’s about what those dollars can fund: people, growth, and peace of mind

There’s a moment in this conversation where it really hits you:

A few percentage points here and there can equal an entire employee, or more, every single year.

If you’re building budgets, planning for 2026, or just trying to protect profitability in a tighter market, this episode will absolutely challenge how you think about expenses you’ve probably ignored for far too long.

Listen to the episode featuring Steve Thompson & Shon Kingrey 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 Thompson & Shon Kingrey

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 last thing your customer experiences, 'the payment' became one of your biggest competitive advantages?

In this episode of the Fixed Ops Roundtable, we sit down with Randy Modos, Co-Founder and President of PayJunction, for a conversation that goes way beyond credit card terminals and transaction fees. This is about friction, freedom of choice, and the future of fixed ops profitability, all without sacrificing CSI.

Joined by Sarah Vantine, Randy and I unpack what a truly frictionless payment experience looks like today, for customers, advisors, controllers, and ownership alike. From text-to-pay and cards on file to no-code integrations and smart surcharging, this conversation hits at the heart of a problem every dealership feels… even if they haven’t fully named it yet.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• What “frictionless” really means, for customers and employees
• Why re-keying data is silently killing efficiency (and morale)
• How no-code payment integrations are giving dealerships back control and choice
• The truth about smart surcharging, and why it doesn’t hurt CSI when done right
• How customer-facing terminals eliminate confusion, compliance risk, and training fatigue
• Why controllers care so deeply about payments (and why you should too)
• Real numbers: how dealers are saving six figures per rooftop annually

This isn’t theory. It’s practical, real-world insight from someone living at the intersection of technology, fixed ops, and dealership economics.

Listen to the episode featuring Randy Modos 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, Randy Modos

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 fastest way to improve CSI, advisor productivity, and even used car acquisition… wasn’t another process, but a better experience?

In this episode of the Fixed Ops Roundtable, I sit down with Joel Furno, Founder & CEO of Citrin Automotive Hospitality, alongside Ed Roberts of Bozard Ford Lincoln, and we go deep on something the industry talks about a lot, but rarely executes at a world-class level: hospitality on the service drive.

Joel’s story alone is worth hitting play. He started with $200, a valet company, and a hospitality mindset rooted in high-end hotels and restaurants, then accidentally stumbled into automotive and realized something big was missing. What followed was a complete reframe of how dealerships should think about porters, valets, hourly employees, and the service drive experience as a whole.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why hospitality is not a “nice-to-have,” but a performance multiplier
• How most dealerships unintentionally turn service managers into the most expensive porters in the building
• The hidden cost of 300–400% turnover in hourly roles, and how to fix it
• Joel’s 3% hiring philosophy and why standards matter more than speed
• How investing slightly more in hourly employees unlocks massive ROI
• A fascinating new approach to vehicle acquisition through the service drive, without salespeople swarming customers
• Why valets are the true bookends of the dealership experience
• And how taking care of “the little guys” builds your next generation of advisors, managers, and leaders

There are moments in this episode, especially when Joel breaks down hiring, retention, and purpose, that you’ll want to rewind and listen to again. If you care about culture, efficiency, customer experience, and long-term growth, this is one of those conversations that sticks with you.

Listen to the episode featuring Joel Furno & Ed Roberts 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, Joel Furno & Ed Roberts

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 one simple decision in your service drive could boost customer retention by nearly a third?

That’s not a theory, that’s real data. And in this episode of the Fixed Ops Roundtable, I sit down with longtime friend of the show and industry heavyweight Rob Leary from BG Products to unpack a study that honestly stopped me in my tracks.

We’re talking real VIN-level data. Real dealerships. Real results. And insights every fixed ops leader needs to hear as they plan for the road ahead.

Rob breaks down the BG Service Retention Study, and more importantly, what it actually means for dealers today, not in a spreadsheet, but in the real world of service lanes, advisors, and customers who may or may not come back.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why BG analyzed data from 263 dealerships across virtually every OEM, and what stunned them when they saw the results
• How customers who purchased BG services showed 29–32% higher retention than those who didn’t
• The role digital menus, advisor consistency, and BG’s Lifetime Protection Plan play in keeping customers loyal
• How BG’s Hyper BI reporting tool is helping dealers uncover hundreds of thousands of dollars in parts and labor lift
• Why retention, not conquest, is the real profit multiplier (and what OEM and McKinsey data proves about it)
• How dealers should be thinking right now as they build their 2026 fixed ops strategy

This episode isn’t a sales pitch. It’s a data-backed conversation about why customers come back, what keeps them engaged, and how service departments can stop guessing and start executing with confidence.

If you care about retention, profitability, and making smarter decisions backed by real numbers, this episode is for you.

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

What if one of the easiest ways to protect your dealership’s future profit is something you’re already entitled to, but probably underutilizing?

In this episode, I’m joined by my co-host Sarah Vantine and industry veteran Robert Wooden for a conversation that every fixed ops leader needs to hear, especially as we look ahead to 2026.

Robert has spent nearly three decades living and breathing fixed operations, and in this episode, he pulls back the curtain on warranty uplift, why it matters more now than ever, why so many dealers leave money on the table, and how the landscape is shifting as vehicles become more complex, more electric, and more expensive to repair.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why warranty reimbursement isn’t just about dealer profit—but about people, pay plans, training, and retention
• The biggest mistakes dealers make when they try to handle warranty uplift internally
• How EVs and hybrid vehicles are changing the rules around labor, parts, and manufacturer pushback
• What happens when a manufacturer pushes back—and why experience matters in those moments
• Why warranty uplift is one of the lowest-hanging profit opportunities heading into 2026
• How dealers can evaluate their opportunity with zero upfront risk

This is one of those conversations that feels practical, real, and immediately actionable. Just hard-earned insight from someone who’s been in the trenches, made the mistakes, fought the battles, and figured out how to win, without burning bridges.

If you’re a fixed ops manager, service director, or GM who’s staring down this year’s forecast and wondering where the profit is going to come from… this episode might just change how you think about warranty forever.

Listen to the episode featuring Robert Wooden 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, Robert Wooden

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 happens when car prices hit record highs, consumers feel the squeeze, and dealers are forced to play a smarter game, not a harder one?

In this episode of The Fixed Ops Roundtable, Sarah Vantine sits down with Steve Greenfield, General Partner at Automotive Ventures, for a wide-ranging conversation about where automotive retail is really headed, and why fixed operations may be the most important lever dealers have right now.

Steve brings a rare vantage point to the table. With nearly 50 early-stage investments across dealer-facing technology, he sees the future before most of us ever feel it. And in this conversation, he doesn’t hold back.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why dealers can’t control the economy, but they can control fixed ops
• How rising vehicle prices, negative equity, and interest rates are reshaping consumer behavior
• The first real wave of AI hitting fixed operations (and why it’s starting with phone calls)
• How smarter scheduling, service videos, and automation are transforming the customer experience
• What dealers can learn from companies like BusyCar, MoreCloud, and TruVideo
• Why global pressure—especially from China’s automotive market—will change repair costs, loyalty, and profitability
• The evolving role of the technician and why this might actually attract the next generation
• How dealers should think about vendor selection without getting overwhelmed at events like NADA

This episode is packed with practical insights, real examples, and forward-looking ideas that matter right now, especially if you’re trying to future-proof your service department while everyone else is still chasing the front end.

If you’re a dealer, operator, or industry leader wondering where to focus next, this is one of those conversations that helps you see the board more clearly.

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

What if the biggest risk to your dealership isn’t what you don’t know… but what you’ve gotten used to overlooking?

In this episode of the Fixed Ops Roundtable, Sarah Vantine and I sit down with our good friend Paul Elliott from Insurance Office of America (IOA), and let me tell you, this conversation goes way beyond “insurance talk.”

Paul pulls back the curtain on what risk actually looks like inside today’s dealership. From mobile service fleets operating in customer driveways, to technicians recording MPI videos on their phones, to employees lifting tires the same way they’ve always done it (until one day, they can’t)—this episode is a wake-up call in the best possible way.

And here’s the thing: none of this is about fear. It’s about awareness, protection, and leadership in a business that’s changing faster than most of us want to admit.

👉 Register for the upcoming Fixed Ops Roundtable Event

What we discuss in this episode:

• Why insurance shouldn’t be a once-a-year renewal conversation—and what happens when it is
• How evolving customer expectations (mobile service, off-site work, digital inspections) create brand-new exposures for dealers
• The real role of risk management: protecting people first, profits second
• How technology (yes, even AI) is being used to prevent injuries—not punish people
• Why the best dealer-broker relationships look more like partnerships than transactions
• And Paul’s refreshingly honest take on compliance, consulting, and doing business the right way

This episode isn’t about selling you a policy.

It’s about helping you sleep better at night, knowing your people, your customers, and your assets are protected as your operation grows and evolves.

If you’re a dealer, GM, fixed ops leader, or department head trying to future-proof your business heading into 2026—this is one of those episodes you don’t half-listen to.

Hit play. Take notes. And ask yourself one simple question along the way:

“Are we truly protected… or just hoping nothing goes wrong?”

Listen to the episode featuring Paul Elliott 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, Paul Elliott

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