Episodes

  • Episode 100 - 100 Episodes Later… We're Still Fixing the Car Business!

    Episode 100 - 100 Episodes Later… We're Still Fixing the Car Business!
    Oct 27 2026
    We've officially hit 100 episodes of Fixed Ops Focus! To celebrate, Steve Shaw and Dave Rogers look back at some of their favorite moments, conversations, and lessons from the first 100 episodes. From dealership leadership and customer service to technician challenges, training, and the everyday craziness of the car business, we've covered a lot of ground! A huge thank you to our guests, listeners, and everyone who's supported us along the way. Here's to the next 100 episodes of Fixed Ops Focus!
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    21 mins
  • Episode 97 - A Hotel Janitor Did What Most Car Dealerships Can't

    Episode 97 - A Hotel Janitor Did What Most Car Dealerships Can't
    Oct 22 2026
    A hotel janitor in Las Vegas delivered better customer service than most car dealerships. Seriously! In this episode of Fixed Ops Focus, Dave Rogers shares an unexpected WOW moment at the Fontainebleau Hotel that raises a big question: Why are dealerships settling for customer service that's just “fine”? Steve Shaw also shares how a local CDJR dealership went above and beyond to resolve problems with his Jeep Wagoneer. Join Steve and Dave as they discuss what the automotive industry can learn from other businesses, why average service isn't good enough, and what it really takes to create an experience customers remember.
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    22 mins
  • Episode 99 - My Uber Driver's Story Made Me Rethink Everything

    Episode 99 - My Uber Driver's Story Made Me Rethink Everything
    Oct 21 2026
    What started as a two-hour Uber ride from Dallas to Waco turned into a story Steve Shaw will never forget. Steve shares his driver's incredible journey from Cuba to the United States, including crossing the dangerous Darién Gap, and how that conversation changed his perspective on hard work and opportunity. Dave Rogers and Steve also discuss work ethic, dealership profitability, service pricing, and why sometimes the best lessons come from the most unexpected places. It's a different kind of Fixed Ops Focus episode, but one worth hearing.
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    23 mins
  • Episode 98 - Can Triage Solve the Technician Shortage?

    Episode 98 - Can Triage Solve the Technician Shortage?
    Oct 21 2026
    Can triage help solve the technician shortage? On this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers tackle one of the hottest topics in automotive service: triage. With skilled technicians harder to find, could a better triage process improve shop efficiency, make better use of experienced technicians, and create new career paths within the service department? Steve and Dave discuss why everyone is talking about triage, what it means for dealerships, and whether it could be part of the solution to one of the industry's biggest challenges. Is your dealership using triage, or are you still doing things the old-fashioned way?
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    20 mins
  • Episode 96 - He Went From Technician to GM — Now He's Changing the Service Business

    Episode 96 - He Went From Technician to GM — Now He's Changing the Service Business
    Oct 8 2026
    Can one person with the right attitude accomplish anything? On this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers sit down with Ed Roberts, General Manager of Bozard Ford Lincoln in St. Augustine, Florida. Ed shares his incredible journey from humble beginnings to technician and ultimately General Manager, proving what hard work, determination, and the right attitude can accomplish. Plus, Ed takes us inside Bozard Ford's pioneering mobile service operation, one of the largest in the country, and explains how they're continuing to grow and expand. From building a career to building a successful dealership operation, this episode is all about attitude, leadership, and refusing to settle.
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    45 mins
  • Episode 95 - Should AI Be Booking Your Service Appointments? | Stephen Jeffries

    Episode 95 - Should AI Be Booking Your Service Appointments? | Stephen Jeffries
    Oct 6 2026
    In Part 1 of this Fixed Ops Focus conversation, Steve Shaw and Dave Rogers sit down with Stephen Jeffries, Senior Performance Specialist at Xtime by Cox Automotive, to tackle one big question: Should AI or humans be booking your service appointments? Stephen explains how Xtime approaches scheduling, where AI can improve the process, and why the human still needs to stay in control. Plus, what dealers can do to improve performance in the service drive instead of expecting technology to fix a bad process. Coming in Part 2: the multi-point inspection and video MPI.
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    45 mins
  • Episode 94 - Stop Managing Your Service Department by Email

    Episode 94 - Stop Managing Your Service Department by Email
    Oct 1 2026
    Sending an email to your team is not training. In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers call out managers who lead from the inbox and mistake hitting “send” for actually coaching their people. Real leadership happens face-to-face — through training, feedback, accountability, and showing up for your team.
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    25 mins
  • Episode 93 - AI Is Coming to Your Dealership — Here’s What Actually Matters

    Episode 93 - AI Is Coming to Your Dealership — Here’s What Actually Matters
    Sep 29 2026
    Steve Shaw and Dave Rogers are back from the Automotive AI Summit in Boston with a look at what AI could really mean for dealerships and Fixed Ops. They break down Aaron Strout’s “Human at the Wheel” keynote, separating real opportunity from AI hype and discussing how automation can give employees more time to build stronger customer relationships. Plus, could the future be dealerships building their own AI systems and connecting them directly to the DMS? The technology is changing fast — but the human still needs to be at the wheel.
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    22 mins