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Welcome to FWRD: An EasyCare Podcast, your go-to resource for mastering dealership operations, hosted by Corey Smith and Erick Jauregui. With extensive backgrounds as a training professionals, each episode delves deep into the automotive, powersports, RV, and marine industries. FWRD brings expert guests to the table, sharing invaluable insights and strategies for success. From optimizing sales techniques to navigating industry trends, FWRD equips you with the knowledge and tools needed to thrive. Tune in to FWRD and stay ahead of the curve.
116 Episodes
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What does leadership look like when profit is no longer the priority?For Brent Smith, it looks like showing up for people who are often forgotten. In this episode, Brent opens up about founding Love’s Reflection after years of hospice volunteering and a near-death experience that permanently shifted his perspective on life, death, and purpose.You’ll hear how Love’s Reflection focuses on fast, meaningful, deeply personal acts of service, from granting final wishes to simply ensuring no one feels alone at the end of life. Brent also shares how a major partnership with Akron Children's Hospital is expanding the nonprofit’s reach and why leadership grounded in compassion has reshaped his dealership culture, team morale, and long-term vision.This conversation goes beyond nonprofit work. It’s about redefining success, building community when none exists, and understanding how one small act of kindness can impact everyone involved.
In this episode of the FWRD Podcast, Corey Smith sits down with Laurie Halter to discuss why authenticity and clear communication are essential to building trust, culture, and performance in automotive.Laurie explains how brand promises only work when they are consistently delivered at every customer touchpoint. From sales and service conversations to leadership communication, she shares why customers and employees quickly lose trust when words and actions do not align.The conversation explores how understanding emotional drivers helps teams communicate more effectively, improve loyalty, and strengthen internal culture. Corey and Laurie also discuss leadership language, personal brand alignment, and why authentic video and storytelling resonate more in today’s digital landscape.They also touch on crisis communication and reputation management, highlighting the importance of transparency, accountability, and follow-through. The episode closes with a reminder that honest, human leadership builds stronger relationships and long-term success.
In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui unpack one of the biggest transitions in fixed operations: moving from service advisor to service manager.Together, they break down what it means to step into leadership, highlighting the importance of shifting from individual performance to team success. The discussion covers key management skills like understanding and teaching metrics, maintaining shop balance, managing inventory, and forecasting effectively.The hosts also explore how to handle tough conversations, set healthy boundaries, and foster a positive team culture built on communication and accountability. Throughout the episode, they emphasize the importance of leading by example and investing in professional development to keep growing as a manager.
In this episode, Matt Raymond, COO of Bowtie Solutions, joins Erick Jauregui to share how dealerships can modernize their service BDCs without sacrificing quality or breaking the budget. Matt explains why his team defines AI as “Actual Individuals,” and how the right balance of people and automation can transform a call center from a cost center into a profit driver.They discuss how customer expectations have evolved, why dealers need to track the right performance metrics, and how outsourcing can fill process gaps while keeping operations scalable. Matt also shares real results, including how one dealership captured 67 missed calls and turned 47 of them into appointments within two days.The conversation wraps with three simple takeaways: if you can’t manage it, outsource it; know your numbers and compare results; and stay focused on what your team does best.🎧 Listen now to learn how human connection, smart technology, and consistent tracking can take your BDC performance to the next level.
What if your dealership website worked like your best employee—always converting, engaging, and selling 24/7?In this episode, Russell Hill returns to the FWRD Podcast to share how Fixed Ops Marketing rebounded from a near acquisition to scale past 600 stores through digital innovation and smarter service strategies. Russell and host Corey Smith dive into:Why 30% of dealership website visitors come for service content—and often leave unsatisfiedThe “three-click rule” and how it impacts engagement and retentionThe growing role of AI in predictive maintenance and mobile serviceHow to reduce customer defection by improving digital transparencyWhy your website deserves the same attention as any employeeRussell also gives a glimpse into his personal journey—building a family compound, slowing down after decades in automotive, and redefining what success looks like after 40+ years in the industry.
In today’s digital-first environment, your dealership's long-term success hinges on more than just what you sell — it depends on how you listen.On this episode of FWRD, hosts Corey Smith and Eric Jauregui sit down with Jeane Reitelbach, a brand strategist with 27 years of marketing experience and over a decade in automotive retail, to unpack how the Voice of the Customer can shape your operations, leadership style, and even your Google rankings.Jeane shares dealership-tested strategies like:How AI and search engines are ranking your dealership based on review sentiment and responsivenessTurning one-star reviews into team-building moments with “lunch and learn” sessionsThe power of asking “Did this feel thoughtful and professional?” as a standard closing questionTracking CSAT, NPS, and market share down to the individual team memberHow professional platforms like LinkedIn influence brand perception — and recruitment — through AI sentimentIf you're a GM, Fixed Ops leader, or anyone focused on retention and reputation, this episode will give you a fresh perspective on using feedback as fuel for growth.
Most customers don’t even know dealerships sell tires—and that’s a major opportunity. In this episode of FWRD, Corey Smith sits down with Eddie Campbell, GM of Forest Lane CDJR, to break down how they became a top tire-selling store in the CDJR network.Eddie shares how their success came down to three key areas: consistent quoting, advisor certification, and embracing technology like video inspections and advanced tire scanning. You’ll also hear why 78% of tire buyers go with the first person who asks, how advisor compensation and showroom displays build tire culture, and how social media can fuel awareness.If you’re in fixed ops, sales leadership, or looking to increase service lane profitability—this episode is packed with tactical takeaways.
Mobile service is no longer just a future trend — it’s actively reshaping how dealers deliver value, drive retention, and grow their fixed ops revenue. In this episode of FWRD, host Corey Smith welcomes Jeremy Stevens to unpack how mobile service is creating meaningful customer relationships, why dealerships need to go “all in” to make it work, and how to overcome operational hurdles.With over 800 perfect surveys and powerful real-world experience, Jeremy shares what success looks like when mobile techs are trusted, equipped, and empowered to bring the dealership experience straight to the customer’s driveway.Whether you’re considering launching mobile service or looking to optimize what you’ve already started, this episode gives you the strategic lens — and the firsthand proof — to get ahead.
With a 49% turnover rate among service advisors, today’s fixed ops challenges go far beyond customer satisfaction — they begin with the employee experience.In this episode of FWRD, Corey Smith is joined by Chris Craig — industry trainer, content creator, and author of Becoming a Better Service Professional — to explore how dealership leaders can create stronger, more resilient teams.They dig into the real-world challenges facing service departments: from communication gaps between advisors and technicians, to broken survey practices, to retaining new techs through their first year. Chris also shares actionable ways leaders can create clarity around career growth, improve onboarding, and foster long-term loyalty.Whether you’re a GM, fixed ops director, or someone committed to supporting your people, this episode offers a thoughtful look at how better leadership leads to better outcomes — for your team and your customers.
In this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Shawn Armorer, a BDC consultant with over 24 years of automotive experience—from his early days as a car washer to his leadership in business development.The conversation covers key strategies for boosting fixed ops performance, adopting new technologies like video in service departments, and improving BDC practices to drive traffic and enhance the customer experience. Sean shares valuable insights on the power of emotional engagement, aligning BDC efforts with service goals, and the importance of continuous evolution in customer communication.If you’re looking for practical ways to personalize customer interactions, strengthen your BDC, and build a supportive team culture—this episode is for you.Listen now for actionable takeaways and fresh ideas to elevate your dealership’s service experience.
In this episode, hosts Corey Smith and Erick Jauregui sit down with Robert Migliaccio of Valley CMA to discuss one of the automotive industry’s biggest challenges: the fixed ops talent crisis. With over 25 years of experience and oversight of multiple CMA Value stores, Robert shares hard-earned wisdom and forward-thinking strategies for redefining the service advisor role, retaining top talent, and creating a workplace culture that attracts the next generation.
From implementing ESOP-driven pay plans to emphasizing career development and work-life balance, this episode is packed with practical takeaways for dealership leaders looking to build stronger, more sustainable teams. They also touch on how technology and automation are shaping the future of service departments.
Whether you're struggling with staffing or looking to elevate your service team, this is one conversation you don’t want to miss.
Tune in now and take the next step FWRD
In Episode 102, Corey Smith and Erick Jauregui sit down with Sean Reyes, Chief Marketing Officer at Recall Masters, to discuss the untapped opportunity in proactive recall outreach.Reyes shares insights from the 2024 State of Recalls report, highlighting that only 2.5% of recalls are resolved passively through OEM outreach. The episode explores how dealers can lead the way with accurate data, empathetic communication, and a customer-first service approach to improve recall compliance, re-engage lost customers, and drive revenue.Topics include:The impact of live agent outreach versus passive schedulingHow education, not upselling, leads to more customer pay workAligning sales and service to create long-term loyaltyRetention trends as customers keep vehicles longer than everThis is a must-listen for dealership leaders focused on maximizing service opportunities and creating better customer experiences.
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