Fixed Ops Focus

Dave Rogers and Steve Shaw reveal how to create truly **frictionless service** by removing the biggest obstacles between your dealership, technicians, and customers. We tackle the **number one pain point** in most dealerships: the **Diagnostic Charge**. We also break down other major hurdles including: • Shop supplies fees • Prepaid service programs • Special order parts delays

In this episode, Steve Shaw and Dave Rogers sit down with Dave Anderson, CEO & Founder of EvenFlow AI, for a powerful follow-up on one of the hottest debates in fixed operations: appointments vs walk-ins debate rages on… until this AI expert drops the truth.

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.

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.

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.

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.

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.

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.

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.

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)

Dave Rogers and Steve Shaw go full old school and prove one timeless truth: process overcomes technology every single time. While the industry chases the next shiny AI tool, Dave and Steve break down why the fundamentals still win—and win big. They dive deep into the basics that actually drive profits, customer loyalty, and service department dominance in 2026:

Steve and Dave Rogers break it down: why vague "around lunchtime" promises are killing your shop, how modern promise time technology (integrated scheduling tools, real-time updates, and digital communication) changes the game, why Google Calendar hacks still have a place in many stores, and—most importantly—proven ways to hold your team accountable to hitting exact promise times every single time.

Steve Shaw and Dave Rogers dive deep into one of the biggest roadblocks in fixed operations: process documentation and why so many improvement initiatives fall flat.

Steve Shaw and Dave Rogers dive deep into mobile service for car dealerships—talking pros, cons, and why it’s blowing up right now. Joining us is Jeff Ridgway, a true pioneer in the space, sharing his top tips and real advice for anyone eyeing this move. Whether you’re a dealer or just curious, this one’s packed with insights.

Hosts Dave Rogers and Steve Shaw wrap up their coverage of the NADA Show – the auto industry's biggest event, held February 3-6, 2026, at the Las Vegas Convention Center.

Dave Rogers (The Prognosticator of Profit) and Steve Shaw (The Sultan of the Service Lane) sit down with Brad Moyer, Service Manager at Piazza Honda of Pottstown, for a real-world masterclass in department transformation.

Dave Rogers unleashes on the pitfalls of sticking to factory maintenance schedules. Co-host Steve Shaw joins as they expose how these "low-cost" plans lead to: · Lower trade-in & future resale values · Unmet customer expectations · Poorly maintained vehicles & lost loyalty Discover real-world consequences and strategies to educate customers, protect vehicle value, and build trust in your service department.

Hosts Dave Rogers (The Prophet of Profit) and Steve Shaw (The Sultan of the Service Lane) deliver even more unfiltered survival stories from the front lines of past NADA conventions. Hear additional battle-tested tales: what really delivered results, the sneaky vendor traps that burned dealers' budgets, near-miss scams, overhyped pitches that turned into fixed ops disasters, and those "aha" moments that separate smart investments from expensive regrets.

Dave Rogers and Steve Shaw share real-world insights from their experiences at previous NADA conventions — the good, the bad, and the overhyped. They break down what the typical NADA Show experience is really like, highlight standout vendors from past years, expose common pitfalls, and reveal red flags to watch for when dealers evaluate new tools and solutions.

Dave Rogers & Steve Shaw expose the challenges of manufacturer warranty/prepaid maintenance—why it leads to retention issues, post-warranty defection, and lost revenue. Key insights: · Overcoming warranty limitations & loyalty risks · Winning prepaid language to affirm the customer's smart dealership buy · Why adding ONE extra item beyond OEM plans boosts loyalty & gross profit · Advisors: You're dealership-level, not manufacturer—loyalty goes to who signs the check! Essential for Service Managers, Advisors, Fixed Ops Directors, Dealer Principals fighting aftermarket bleed. Listen now to protect your service lane!

Back to Selling 2026: Shift Your Service Dept to High-Profit Selling Mode! Dave Rogers & Steve Shaw reveal how one retail-minded manager can transform a dealership service department—boosting gross profit, CSI, retention & loyalty in 2026. Explore skill sets (technical vs. production vs. selling vs. administrative), overcoming resistance, and building a customer-focused selling culture without pressure tactics. Perfect for Fixed Ops Directors, Service Managers, Dealer Principals! Hit play to maximize service profitability!

Dave Rogers and Steve Shaw examine the Express Department, recommending it be accurately named the Maintenance and Light Repair Department to set realistic customer expectations and support operational clarity.

In this episode of Fixed Ops Focus, Dave Rogers and Steve Shaw break down flat-rate pay for technicians: why it often beats hourly by rewarding skill, speed, and productivity—leading to higher earnings for top techs—plus the best real-world pay plans in successful dealerships.

Today, we're breaking down the importance of nailing the basics... you know, the fundamentals every pro athlete drills endlessly.

In this no-nonsense episode, Steve and Dave dive straight into why training your dealership team (sales, service advisors, technicians, and more) is non-negotiable for success in today's competitive automotive world.

Join Fixed Ops Focus Episode 3 as industry powerhouses Dave Rogers (America's Fixed Ops Director at Piazza Auto Group) and Steve Shaw (the legendary Training Jedi and top service advisor trainer) take a hard look at CSI — Customer Service Index — and why the auto industry still has major ground to cover.

Dive into Fixed Ops Focus Episode 2, where industry heavyweights Dave Rogers (Fixed Operations Director at Piazza Auto Group) and Steve Shaw (the renowned "Training Jedi" and premier service advisor trainer) tackle the real standards every service advisor needs to master.

Dave and Steve break down why production is the lifeblood of profitable fixed ops and how establishing realistic yet challenging benchmarks for the year can transform your service department from good to elite. They cover the importance of production goals, individual technician accountability, aligning objectives with dealership profitability, and practical strategies to motivate techs to hit (and exceed) their numbers consistently — with a bold target: Get everyone to 200 hours per month.