Episodes

  • Episode 9 - The Pre-Paid Problem

    Episode 9 - The Pre-Paid Problem
    Jan 21 2026
    Dave Rogers & Steve Shaw expose the challenges of manufacturer warranty/prepaid maintenance—why it leads to retention issues, post-warranty defection, and lost revenue. Key insights: · Overcoming warranty limitations & loyalty risks · Winning prepaid language to affirm the customer's smart dealership buy · Why adding ONE extra item beyond OEM plans boosts loyalty & gross profit · Advisors: You're dealership-level, not manufacturer—loyalty goes to who signs the check! Essential for Service Managers, Advisors, Fixed Ops Directors, Dealer Principals fighting aftermarket bleed. Listen now to protect your service lane!
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    27 mins
  • Episode 8 - Return to Selling

    Episode 8 - Return to Selling
    Jan 19 2026
    Back to Selling 2026: Shift Your Service Dept to High-Profit Selling Mode! Dave Rogers & Steve Shaw reveal how one retail-minded manager can transform a dealership service department—boosting gross profit, CSI, retention & loyalty in 2026. Explore skill sets (technical vs. production vs. selling vs. administrative), overcoming resistance, and building a customer-focused selling culture without pressure tactics. Perfect for Fixed Ops Directors, Service Managers, Dealer Principals! Hit play to maximize service profitability!
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    27 mins
  • Episode 7 - Express Department

    Episode 7 - Express Department
    Jan 15 2026
    Dave Rogers and Steve Shaw examine the Express Department, recommending it be accurately named the Maintenance and Light Repair Department to set realistic customer expectations and support operational clarity.
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    33 mins
  • Episode 6 - Pros & Cons of Flat Rate Pay

    Episode 6 - Pros & Cons of Flat Rate Pay
    Jan 13 2026
    In this episode of Fixed Ops Focus, Dave Rogers and Steve Shaw break down flat-rate pay for technicians: why it often beats hourly by rewarding skill, speed, and productivity—leading to higher earnings for top techs—plus the best real-world pay plans in successful dealerships.
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    24 mins
  • Episode 5 - Back to the Basics

    Episode 5 - Back to the Basics
    Jan 9 2026
    Today, we're breaking down the importance of nailing the basics... you know, the fundamentals every pro athlete drills endlessly.
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    25 mins
  • Episode 4 - Now is the Best Time

    Episode 4 - Now is the Best Time
    Jan 8 2026
    In this no-nonsense episode, Steve and Dave dive straight into why training your dealership team (sales, service advisors, technicians, and more) is non-negotiable for success in today's competitive automotive world.
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    17 mins
  • Episode 3 - CSI: Crime Scene Investigation

    Episode 3 - CSI: Crime Scene Investigation
    Jan 1 2026
    Join Fixed Ops Focus Episode 3 as industry powerhouses Dave Rogers (America's Fixed Ops Director at Piazza Auto Group) and Steve Shaw (the legendary Training Jedi and top service advisor trainer) take a hard look at CSI — Customer Service Index — and why the auto industry still has major ground to cover.
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    21 mins
  • Episode 2 - Service Advisor Standards

    Episode 2 - Service Advisor Standards
    Jan 1 2026
    Dive into Fixed Ops Focus Episode 2, where industry heavyweights Dave Rogers (Fixed Operations Director at Piazza Auto Group) and Steve Shaw (the renowned "Training Jedi" and premier service advisor trainer) tackle the real standards every service advisor needs to master.
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    22 mins