Fixed Ops Focus

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!

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.

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.

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?

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.