Épisodes

  • Episode 83 - Why Are We So Afraid to Ask for the Sale?

    Episode 83 - Why Are We So Afraid to Ask for the Sale?
    Aug 27 2026
    Steve Shaw and Dave Rogers are back from Las Vegas, where they attended the Mercedes-Benz After-Sales event — and Dave and his team managed to squeeze in The Wizard of Oz at the Sphere. Naturally, the two somehow became one conversation.
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    23 min
  • Episode 82 - If You’re Not Holding Them Accountable, YOU’RE the Problem

    Episode 82 - If You’re Not Holding Them Accountable, YOU’RE the Problem
    Aug 25 2026
    If you're not holding your people accountable, eventually YOU become the problem. Why are service advisors afraid to really connect with customers? Why are managers afraid of change? And why do general managers tolerate behaviors they know are costing the dealership money? Steve Shaw and Dave Rogers go straight at the questions dealership leaders don't always want to ask.
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    21 min
  • Episode 81 - "No, I Can’t Do It” — The Excuse That’s Killing Your Service

    Episode 81 - "No, I Can’t Do It” — The Excuse That’s Killing Your Service
    Aug 24 2026
    There’s money hiding in your repair orders. The question is: are you doing anything with it? Steve Shaw and Dave Rogers dig into RO marketing with two guys who actually live it: Jeff Thomas, Service Director at Matt Blatt Kia, Nissan & Infiniti, and Mark Payne of Total Dealer Solutions.
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    59 min
  • Episode 80 - We Learned the Car Business the Hard Way

    Episode 80 - We Learned the Car Business the Hard Way
    Aug 20 2026
    Nobody teaches you everything you need to know about the car business. Sometimes you learn by getting your ass kicked. Steve Shaw and Dave Rogers didn't get where they are because everything went according to plan. They learned from great mentors, hard lessons, mistakes, getting knocked down — and getting back up. In this episode of Fixed Ops Focus, Steve and Dave tell their own stories of how they got into the automotive business, the people who shaped their careers, and the lessons they learned in the school of hard knocks.
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    20 min
  • Episode 79 - “I’ll Pay It — But I Won’t Be Back”: How Fees Kill Customer Retention

    Episode 79 - “I’ll Pay It — But I Won’t Be Back”: How Fees Kill Customer Retention
    Aug 18 2026
    Your customer might pay the fee. That doesn't mean they'll ever come back. Shop supply fees. Resort fees. Hospitality fees. Taxes. Add-ons. After 10 days on the road, Dave Rogers has had enough — and it leads Steve and Dave into a bigger conversation about something every dealership should be thinking about: What are all these fees doing to customer retention? Customers may accept a fee because they don't have much choice in the moment. But when they leave feeling nickel-and-dimed, you've potentially traded a few extra dollars today for thousands of dollars in future business.
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    34 min
  • Episode 78 - Why Your Dealership Departments Can't Work Together

    Episode 78 - Why Your Dealership Departments Can't Work Together
    Aug 16 2026
    New Cars. Used Cars. Service. Parts. Same dealership — so why are they so often working against each other? When departments compete instead of collaborate, the entire dealership pays for it — in profitability, culture and the customer experience. In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers are joined by Jamie Powers of Rhythm CDJR to talk about breaking down the walls between departments and getting the entire store working toward the same goal.
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    58 min
  • Episode 77 - Why Used Cars and Service Are Always Fighting

    Episode 77 - Why Used Cars and Service Are Always Fighting
    Aug 13 2026
    Steve Shaw and Dave Rogers break down one of the oldest battles inside a dealership — Used Cars vs. Service — and why letting the two departments operate against each other can cost the entire dealership money. They dig into used car manager pay plans, reconditioning costs, internal labor, technician hours, and the incentives that can turn two departments that should be working together into rivals.
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    29 min
  • Episode 76 - Want to Sell More Cars? You're Fixing the Wrong Problem

    Episode 76 - Want to Sell More Cars? You're Fixing the Wrong Problem
    Aug 11 2026
    In Episode 76 of Fixed Ops Focus, Steve Shaw and Dave Rogers ask a question that stings: do you really want to sell cars? Because here’s the truth most dealers don’t want to hear — fixed operations is the lifeblood of the new car department. When fixed ops blows, sales pays the price… and suddenly you’re discounting below invoice just to move metal. Steve and Dave get into why a strong service and parts operation is exactly what lets the front end win — and what happens when you neglect it. Stay tuned for this one. It gets HOT.
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    30 min