Episodes

  • Episode 27 - Customer Retention

    Episode 27 - Customer Retention
    Mar 23 2026
    Steve Shaw and Dave Rogers dive headfirst into the critical world of customer retention and the power (or pitfalls) of service contracts and vehicle service contracts. They unpack proven strategies to keep customers coming back to your service drive long after the sale, while building lasting loyalty without giving away the store.
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    37 mins
  • Episode 25 - Aftermarket vs OEM: The Truth Manufacturers Won’t Tell You

    Episode 25 - Aftermarket vs OEM: The Truth Manufacturers Won’t Tell You
    Mar 18 2026
    Steve Shaw and Dave Rogers break down how mastering your parts strategy drives customer retention and turns your parts department into a profit powerhouse—especially when it comes to aftermarket vs. OEM. We cover: • Why retention is the heartbeat of fixed ops • Real tactics that build trust and repeat business • How aftermarket parts win on price—and keep customers in your bay • Why aftermarket can significantly boost parts gross profit More value for the customer. More profit for the dealership.
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    34 mins
  • Episode 24 - Appointments Vs Walk Ins

    Episode 24 - Appointments Vs Walk Ins
    Mar 17 2026
    Should service departments prioritize appointments… or allow customers to walk in anytime? Many dealerships struggle with balancing customer convenience, technician productivity, and service lane chaos. In this episode, Steve and Dave debate whether dealerships can actually grow their service business by controlling appointments to match production capacity—or if the industry’s common approach of “just come in whenever” is holding stores back.
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    32 mins
  • Episode 23 - The Customer Retention Lie in the Auto Industry (No One Talks About This)

    Episode 23 - The Customer Retention Lie in the Auto Industry (No One Talks About This)
    Mar 12 2026
    Dave and Steve discuss real strategies to boost customer-pay loyalty, turn one-time visitors into lifelong advocates, and protect your gross without relying on giveaways that erode profit. If your retention numbers are slipping or you're tired of competing on free oil changes, this episode delivers the mindset shift and tactics to win back the service drive.
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    30 mins
  • Episode 22 - Interview with Damon Egan

    Episode 22 - Interview with Damon Egan
    Mar 10 2026
    Dave Rogers and Steve Shaw, we sit down with Damon Egan, Service Manager (often referred to as Service Director) at Sherwood Ford in Sherwood Park, Alberta, Canada—Western Canada's largest Ford dealership. Damon shares powerful insights on leadership, the strategies behind building an overwhelming success culture, and how a truly unified team elevates fixed operations to the next level. From fostering trust and accountability to driving record-breaking performance, this conversation is packed with real-world tactics that any service leader can apply—whether you're in Canada or beyond.
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    36 mins
  • Episode 21 - Expense Control

    Episode 21 - Expense Control
    Mar 5 2026
    Dave Rogers and Steve Shaw reveal how to ruthlessly control expenses increase net profit and strengthen absorption. We cover a simple powerful line-by-line weekly review strategy focusing on: · Expense control · Receivables · Open repair orders Plus actionable tactics: flag high % expenses chase aging receivables audit open ROs daily track tech efficiency monitor parts/labor ratios cut overtime analyze comebacks and benchmark net-to-gross. No fluff – just proven ways to stop leaking money and grow your fixed ops bottom line fast.
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    26 mins
  • Episode 20 -Fixed Ops War Stories

    Episode 20 -Fixed Ops War Stories
    Mar 3 2026
    In this one, your hosts Dave Rogers (America's Fixed Ops Director, Prognosticator of Profit) and Steve Shaw (Steve Shaw University, Fixed Ops 360) drop the serious strategy for a minute and go full storyteller mode. We're sharing the wildest, funniest, most unbelievable war stories from the trenches of the service department.
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    22 mins
  • Episode 19 - The Repair Order

    Episode 19 - The Repair Order
    Feb 26 2026
    Dave Rogers (America's Fixed Ops Director, Prognosticator of Profit) and Steve Shaw (Steve Shaw University, Fixed Ops 360) go off on a passionate tangent about the lost art of writing a repair order—the foundation of every profitable, transparent, and defensible service transaction. They break down how to write a killer repair order the right way, stressing the timeless Three C's (Concern, Cause, Correction)
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    26 mins