Why Is Objective Performance Feedback Important? Roger of Bigger’s Auto Group described how better coaching, clearer performance visibility, and more intentional employee development can help service and parts teams improve. His approach begins with having a...

Why Is Communication So Important to Customer Retention? Derek Simonds from NUMA discussed why proactive communication has become one of the most important drivers of customer retention. Poor communication remains one of the biggest reasons customers become...

Where Does the Reconditioning Gap Begin? The first point of friction often occurs during appraisal. Danny from VINCUE described how poor communication between variable and fixed operations creates avoidable financial risk. A vehicle is evaluated, an estimated...

Why Is Inventory Management Becoming More Complex? Many people outside the parts department underestimate the scale of inventory management. In his conversation with Kaylee Felio, Adam Martel discussed why automation, better inventory visibility, and stronger...

What Drives Customer Retention Today? Technology is evolving faster than ever, giving dealerships more options to improve customer experience and operational efficiency. Yet choosing the right solution has become increasingly difficult. Every month brings new...

Why Should AI Focus on Customer Experience First? The foundation of every improvement starts with one simple question: What would customers actually want? In his conversation with Kaylee Felio, Gaurav Sharma explained how customer-first design, intelligent...

Why Is Intelligent Scheduling More Than Filling Appointment Slots? Dave Anderson from EvenFlow AI shared how intelligent scheduling, lessons from healthcare and airlines, and proactive customer communication can help dealerships improve both operational...

Why Is Trust Still the Biggest Challenge in Service? Customers often hesitate when repair recommendations are presented because they cannot see the problem for themselves. Joe Shaker, founder of TrueVideo, believes the answer isn't asking advisors to explain...

Why Does Every Customer Conversation Matter? Kyle Disher of Rev Dojo shared insights on improving communication, strengthening lead management, and using technology to create better customer experiences across fixed operations. Many dealerships focus on...

Focus on One Priority at a Time In her conversation with Kaylee Felio, service director Sammy Jo Mannering discussed how leadership, customer feedback, and daily engagement with the team have shaped her approach to managing a large Hyundai and Genesis...