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  • Episode 96 - He Went From Technician to GM — Now He's Changing the Service Business

    Episode 96 - He Went From Technician to GM — Now He's Changing the Service Business
    Oct 8 2026
    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.
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    45 Min.
  • Episode 95 - Should AI Be Booking Your Service Appointments? | Stephen Jeffries

    Episode 95 - Should AI Be Booking Your Service Appointments? | Stephen Jeffries
    Oct 6 2026
    In Part 1 of this Fixed Ops Focus conversation, Steve Shaw and Dave Rogers sit down with Stephen Jeffries, Senior Performance Specialist at Xtime by Cox Automotive, to tackle one big question: Should AI or humans be booking your service appointments? Stephen explains how Xtime approaches scheduling, where AI can improve the process, and why the human still needs to stay in control. Plus, what dealers can do to improve performance in the service drive instead of expecting technology to fix a bad process. Coming in Part 2: the multi-point inspection and video MPI.
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    45 Min.
  • Episode 94 - Stop Managing Your Service Department by Email

    Episode 94 - Stop Managing Your Service Department by Email
    Oct 1 2026
    Sending an email to your team is not training. In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers call out managers who lead from the inbox and mistake hitting “send” for actually coaching their people. Real leadership happens face-to-face — through training, feedback, accountability, and showing up for your team.
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    25 Min.
  • Episode 93 - AI Is Coming to Your Dealership — Here’s What Actually Matters

    Episode 93 - AI Is Coming to Your Dealership — Here’s What Actually Matters
    Sep 29 2026
    Steve Shaw and Dave Rogers are back from the Automotive AI Summit in Boston with a look at what AI could really mean for dealerships and Fixed Ops. They break down Aaron Strout’s “Human at the Wheel” keynote, separating real opportunity from AI hype and discussing how automation can give employees more time to build stronger customer relationships. Plus, could the future be dealerships building their own AI systems and connecting them directly to the DMS? The technology is changing fast — but the human still needs to be at the wheel.
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    22 Min.
  • Episode 92 - He Started in a Call Center — Now He Runs Fixed Ops | Marcello Gloria

    Episode 92 - He Started in a Call Center — Now He Runs Fixed Ops | Marcello Gloria
    Sep 24 2026
    In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers sit down with Marcello Gloria, Fixed Operations Manager at Empire Auto Group, to talk about his journey from a CDK call center to leading Fixed Ops. Marcello shares how staying hungry, constantly learning, improving processes, and always doing the right thing for the customer helped shape his career. Never stop learning — no matter how far you climb.
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    33 Min.
  • Episode 91 - Whatever Happened to GREAT Customer Service?

    Episode 91 - Whatever Happened to GREAT Customer Service?
    Sep 23 2026
    In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers ask a simple question: Where did the WOW go? Customer service isn’t what it used to be, and dealerships aren’t immune. Steve and Dave dig into why service standards have slipped, how management’s attitude affects the entire team, and why “good enough” has become acceptable. If dealerships want to stand out again, it may be time to stop settling for average and bring the WOW back.
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    21 Min.
  • Episode 90 - Stop Calling Them “Just a Tech” | Carm Capriotto

    Episode 90 - Stop Calling Them “Just a Tech” | Carm Capriotto
    Sep 17 2026
    In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers sit down with Carm Capriotto, host of Remarkable Results Radio, to discuss The Rise of the Specialist and why it’s time to change how the automotive industry talks about technicians. From eliminating phrases like “just a tech” to elevating the skill, professionalism, and value of the people who fix the cars, this is a conversation about respecting the profession and building its future.
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    43 Min.
  • Episode 89 - Your Advisors Aren’t Selling Maintenance — Here’s Why

    Episode 89 - Your Advisors Aren’t Selling Maintenance — Here’s Why
    Sep 14 2026
    Steve Shaw and Dave Rogers tackle one of the biggest missed opportunities in the service drive: scheduled maintenance. Why are services listed right in the owner’s manual going unsold every day? The answer may have less to do with your advisors and more to do with management, expectations, and accountability. If your maintenance numbers are soft, it might be time to stop blaming the drive and start looking at leadership.
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    22 Min.