The Service Lounge

Toyota of Danville’s Mike Weidenburner joins The Service Lounge to share how going all in on process change reshaped his service department — from empowering advisors and training techs to building accountability and trust with customers.What you’ll learn in this episode:✅ How to inspire buy-in and consistency across your team✅ Ways to connect leadership with measurable results✅ Why full commitment to change transforms your service lane📌 Stop by to say hello on our other pages!Apple Podcasts: https://lnkd.in/grp9Ehn3Spotify: https://lnkd.in/g3tWS5fXClubhouse: https://lnkd.in/gzfbk9gALinkedIn: /the-service-lounge-by-updatepromiseX / Twitter: https://lnkd.in/gBRYPACYFacebook: https://lnkd.in/eM6wX5xInstagram: https://lnkd.in/g2NVyqpm

How do you keep customers driving 60 miles past independents just to return to your dealership?    In this episode of The Service Lounge, host Brandon Nixon sits down with Rusty Mayfield, Parts & Service Director at Coad Toyota, to uncover the real-world strategies that keep his Missouri dealership thriving against tough competition.    What you’ll learn in this episode:   - Why effective labor rate (ELR) is more than just a number—and how small tweaks add up to thousands.   - Creative approaches to tackling technician shortages, from 4x10 schedules to brand-new shop upgrades.   - The power of “celebrating the green” in both MPIs and advisor performance to build trust and motivation.   - How prepaid maintenance programs like “Coad Care” lock in customer loyalty.   - Why lowering diagnostic fees can actually be a smart move to win more repair orders.    Rusty’s insights prove that sometimes it’s the little things—like an extra dollar on an oil change or a positive word to an advisor—that create the biggest impact. Don’t miss this conversation packed with strategies you can apply in your own service drive today.    Follow The Service Lounge across all platforms:   YouTube: https://www.youtube.com/@TheServiceLounge     Apple Podcasts: https://lnkd.in/grp9Ehn3    Spotify: https://lnkd.in/g3tWS5fX    Clubhouse: https://lnkd.in/gzfbk9gA    LinkedIn: https://www.linkedin.com/company/the-service-lounge-by-updatepromise  X/Twitter: https://lnkd.in/gBRYPACY    Facebook: https://lnkd.in/eM6wX5x     Instagram: https://lnkd.in/g2NVyqpm

We’re back with a brand‑new episode! A year after our very first show, Brandon Nixon and Christian Eagen return to revisit the Top 10 Customer Complaints in Fixed Ops—this time using thousands of reviews from January through June 2025. What’s changed since last year? Why did “repairs not fixed right the first time” take the #1 spot? And how did wait times drop off the top of the list? You’ll hear real examples straight from customer comments, plus insights on:  ✅ Improving advisor‑to‑tech communication  ✅ Meeting customer expectations on details like car washes and MPIs  ✅ Why poor communication is now the second biggest complaint  ✅ How scheduling tools and AI are reducing appointment frustrations Whether you’re a service manager, advisor, or fixed ops leader, this episode will help you spot the issues that drive customers away—and how to fix them. 👉 Don’t forget to subscribe to The Service Lounge for more fixed ops insights and comment below with your thoughts!  #FixedOps #ServiceDrive #AutomotiveService #CustomerExperience 

Special Rewind Episode: Top 10 Customer Complaints in Fixed Ops (Originally Aired June 2024)We’re throwing it back to where it all started — the very first episode of The Service Lounge Podcast.Join hosts Brandon Nixon and Christian Eagon as they revisit the top 10 customer complaints in the dealership service industry. From long wait times and appointment frustrations to communication breakdowns and misdiagnoses, this episode still hits hard — because the issues are still happening.Originally aired during the CDK Global cyberattack, this episode also touches on:- The aftermath of the CDK outage and how it disrupted dealership operations- Tangible ways to improve the service experience from day one- Real customer reviews that continue to echo in 2025Whether you’re new to the series or looking to reflect on how far your team has come, this is the episode that set the tone for it all.Don’t forget to subscribe and share your thoughts with us!

Leading a service department shouldn’t feel like constant damage control—so why does it for so many managers? In Episode 12 of The Service Lounge, Brandon Nixon is joined by Kyle Newsom, Co-Founder of Visperio Performance, to explore what it really takes to lead in fixed ops. From team accountability to breaking daily chaos cycles, this episode is all about helping service leaders step into their role with structure, confidence, and long-term impact. 💬 What you’ll hear in this episode:  • Why so many new managers feel unprepared  • How to stop firefighting and start leading  • Simple ways to build structure and reduce daily stress  • How strong leaders empower their teams  • What separates leadership from management in fixed ops Want to watch the conversation? Check it out on YouTube: https://youtu.be/W7-3npUa9P0 Enjoyed the episode? Be sure to follow the podcast and leave a review—it helps other fixed ops pros find the show! #TheServiceLounge #FixedOps #Leadership #KyleNewsom #Visperio #ServiceDrive #TeamDevelopment 

Is AI the future of Fixed Ops—or just another overhyped tool? In Episode 11 of The Service Lounge, Brandon Nixon and Christian Eagon tackle one of the most talked-about topics in automotive today: Artificial Intelligence. From 24/7 phone scheduling tools to real-time customer sentiment alerts and proactive service recommendations, AI is reshaping service departments across the country—but not without its challenges. 💬 What you’ll hear in this episode: The difference between automated and true AI Real success stories using AI in the service drive Where AI fails—and how to avoid common pitfalls How to get your team on board with new tech Future possibilities with telematics and AI-driven data insights What managers can do to implement AI effectively Want to watch the conversation? Check it out on YouTube: https://youtu.be/dzxunzIrRKE Enjoyed the episode? Be sure to follow the podcast and leave a review—it helps other fixed ops pros find the show! 

The service department gets all the attention—but what about parts? When inventory issues, long wait times, and miscommunication pile up, customer satisfaction (and profits) take a hit. It’s time to fix the disconnect. In this episode of The Service Lounge, Brandon Nixon sits down with Kaylee Felio from PartsEdge to reveal why parts and service must work together for fixed ops success. What you’ll learn in this episode: 🔹 How the parts department directly impacts service efficiency & customer retention 🔹 The biggest mistakes dealerships make with parts inventory & obsolescence 🔹 Why poor communication between service & parts causes customer frustration 🔹 The pay plan problem—how compensation structures affect teamwork 🔹 What top-performing dealerships are doing differently to streamline operations If service delays, inventory challenges, or frustrated customers are common at your dealership, this is the episode you can’t afford to miss. 🔥 Don’t forget to like, comment, and subscribe for more real-talk insights on fixed ops success! 

In this episode of The Service Lounge, host Brandon Nixon sits down with Connie Gundrum, a 25-year automotive marketing expert, to uncover why fixed ops marketing is often overlooked or underrated, and how dealerships can fix it. 🚗 What You’ll Learn in This Episode:  ✔️ Why most dealerships neglect service marketing (and what it’s costing them)  ✔️ How to compete with independent shops dominating local search results  ✔️ The best digital marketing strategies to increase service appointments  ✔️ How one dealership boosted operational gross by $1.5M with a simple shift  ✔️ The secret to leveraging co-op funds that many dealers leave unused Connie shares data-backed case studies, successful best practices, and breaks down actionable marketing strategies that can drive more revenue, increase customer retention, and make service marketing a core part of your dealership’s growth. 🔍 Are you showing up when customers search for service near them? If not, this episode is a must-listen. Most dealerships neglect fixed ops marketing—don’t be one of them! 🎧 Tune in and let us know your biggest takeaway! 

In Episode 8 of The Service Lounge Podcast, we sit down with Jamie Haberle, General Manager of Central City Toyota, to explore how data can revolutionize your service department. With over 30 years of experience, Jamie shares his journey from handwritten repair orders to leading one of the top-performing Toyota service departments in the nation. 💡 What You’ll Learn in This Episode: ✔️ How to track and share daily metrics for team accountability ✔️ Building a culture that embraces data-driven processes ✔️ Leveraging video MPIs to enhance customer trust and boost revenue ✔️ The importance of consistent leadership and clear goals ✔️ How to retain top talent by fostering a unified culture Jamie also shares real-world examples, including how his dealership achieved: ✅ 93% utilization of video MPIs ✅ Higher customer engagement and increased profitability ✅ Sustainable long-term results through process consistency Whether you’re a dealership manager, service advisor, or just passionate about fixed ops, this episode is packed with actionable insights to help you drive results. 🎧 Tune in and let us know your favorite takeaway!

Are outdated payment processes costing your dealership time, money, and customer trust? In this episode of The Service Lounge, we sit down with Zana Ziemba from UpdatePromise’s Merchant Services to uncover the hidden pitfalls of traditional credit card processing in dealerships. Discover why automotive-specific merchant services are a game-changer, how integrations save hours of reconciliation time, and whether surcharging is helping or hurting your customer relationships.  Don’t miss out on practical tips to streamline your dealership’s payment processes and create a seamless experience for both your team and customers.  🔗 Subscribe for more industry insights!YouTube: https://www.youtube.com/@ServiceLoungeSpotify: https://lnkd.in/g3tWS5fXApple Podcasts: https://lnkd.in/grp9Ehn3  📱Follow us on social media for updates and behind-the-scenes content!     LinkedIn:   / the-service-lounge-by-updatepromise     X/Twitter: https://lnkd.in/gBRYPACY     Facebook: https://lnkd.in/eM6wX5Xy     Instagram: https://lnkd.in/g2NVyqpm     TikTok: https://lnkd.in/eVf6fCEQ

Is your service check-in process living up to its potential? In this episode of The Service Lounge, we dive into how you can turn your tablet into a profit machine. Learn practical tips and strategies to maximize efficiency, improve customer satisfaction, and get the most out of your tablet investment. From real-world examples to expert insights, this episode is packed with actionable advice to help your dealership thrive. 🎧 Subscribe for more raw conversations and insights from the service lane! 🔗 Listen on Spotify, Apple Podcasts, and more: Apple Podcast: https://lnkd.in/grp9Ehn3 Spotify: https://lnkd.in/g3tWS5fX 📱 Follow us on social media for updates and behind-the-scenes content! LinkedIn: https://www.linkedin.com/showcase/the-service-lounge-by-updatepromise/ X/Twitter: https://lnkd.in/gBRYPACY Facebook: https://lnkd.in/eM6wX5Xy Instagram: https://lnkd.in/g2NVyqpm TikTok: https://lnkd.in/eVf6fCEQ

In this episode of The Service Lounge, we dive deep into the growing demand for Digital MPIs from an OEM perspective with special guest Kenny Warren, representing Lexus/Toyota. Kenny offers a unique viewpoint on why OEMs are pushing for the adoption of Video and Photo MPIs, highlighting how these tools are transforming service departments by enhancing transparency, customer trust, and approval rates. If you're a dealership leader looking to understand the impact of Digital MPIs on service performance and customer experience, this episode is packed with valuable insights! Episode Highlights: 🎙️ Guest Speaker: Kenny Warren, Lexus/Toyota OEM Representative 🔑 Key Topics: Digital MPIs, OEM Motivations, Customer Trust, and Service Efficiency - The role of OEMs in driving the adoption of Digital MPIs. - How Video and Photo MPIs enhance transparency and increase customer approval rates. - Real-world examples of successful MPI implementations and their impact on dealerships. Stop by to say hello on our other pages! Apple Podcast: https://lnkd.in/grp9Ehn3 Spotify: https://lnkd.in/g3tWS5fX Clubhouse: https://lnkd.in/gzfbk9gA LinkedIn: /the-service-lounge-by-updatepromise X/Twitter: https://lnkd.in/gBRYPACY Facebook: https://lnkd.in/eM6wX5Xy Instagram: https://lnkd.in/g2NVyqpm TikTok: https://lnkd.in/eVf6fCEQ Make sure to subscribe and hit the notification bell for more industry insights! 🔔

In this episode of The Service Lounge, we sit down with Geno Walsh to explore the strategies behind building high-performance teams at the dealership. From implementing new processes to motivating team members with consistent reporting and competition, Geno offers practical advice for leaders looking to drive both team performance and customer satisfaction. He also shares the "Qvale Way," a philosophy that focuses on customer transparency and engagement. If you're looking for tips on elevating your dealership’s service operations, this is the episode for you! Episode Highlights: 🎙️ Guest Speaker: Geno Walsh, Executive Manager of Operations, Qvale Auto Group 🔑 Key Topics: Leadership, Process-Driven Success, Video MPIs, and More!- The importance of process-driven operations in service departments.- How technology, such as video MPIs, improves team efficiency and customer trust.- Key strategies for motivating and onboarding new team members.- Using competition and consistent reporting to boost team performance.- The "Qvale Way": A customer-centric approach to building trust and loyalty.

In this episode of The Service Lounge Podcast, we’re diving deep into one of the biggest challenges in the service department—service scheduling. Join hosts Brandon Nixon and Christian Eagon as they sit down with Scott Loveless, Fixed Operations Director at Diamond Valley Honda, to uncover the strategies that have helped his dealership excel in managing customer appointments.Scott shares his wealth of experience, offering actionable insights on: The root causes of long wait times and how to reduce them effectively. Balancing walk-ins with scheduled appointments to keep both customers and technicians happy. The innovative use of video to set customer expectations and enhance satisfaction. Whether you’re looking to improve your dealership’s efficiency or simply curious about the inner workings of service departments, this episode is packed with tips that can transform your approach to service scheduling. Don’t miss out on these game-changing strategies. Tune in now and take your service department to the next level!

Welcome to the second episode of the Service Lounge Podcast! Join hosts Brandon Nixon and Christian Eagon as they uncover the fine line between upselling and overselling in dealership service departments.  In this episode, we discuss:  Real customer feedback on upselling experiences.  The power of transparency: using videos and photos to build trust.  Mystery shopping insights: what we learned about dealership practices.  Tune in to learn how dealerships can enhance their customer service and retain more satisfied clients. Don't forget to follow our channel!

In our premiere episode, hosts Brandon Nixon and Christian Eagon break down the top 10 customer complaints in the dealership service industry for 2024. Learn about the challenges and solutions for long wait times, appointment issues, rude staff, and more. This episode features: Analysis of the CDK Global cyberattack and its consequences. Tips for enhancing customer experience in dealerships. Real customer feedback and practical advice for service improvement. Subscribe and listen to ensure you’re up-to-date with the latest in dealership service trends and customer satisfaction strategies.