Episode 16: Brandon Nixon, Chief Revenue Officer of Update Promise

It feels great when customers shower praise on your store and recognizes, but the real learning opportunity comes from the harsh criticism and negative feedback from customers.  My guest today has framed his recent podcast series – The Service Lounge – around what we can learn from these interactions.  I’d like to welcome into the FixedOps UX ThinkTank Brandon Nixon, Chief Revenue Office at Update Promise.  Full disclosure, Update Promise and Recall Masters have a formal partnership, but even if we didn’t, I’d still be a huge fan.  They are most known for their payment and service lane solutions, but their Consumer Experience Management System (CEMS) has given Brandon and his team a deep understanding of today’s consumer.

Episode 15: John Schmidt, CEO and Founder of Next>Level

Market disruption has revolutionized how consumers shop, hail a ride, buy groceries, fetch a meal and even purchasing a vehicle.  I’d like to welcome into the FixedOps UX ThinkTank John Schmidt, founder/CEO of Next Level.  He’s breaking ground on the mobile service movement with a proprietary platform and suite of solutions that support better efficiency and more revenue.  But don’t mistake John for an automotive outsider.  He’s got more than 24 years as Fixed Operations Director in high volume, high CSI stores supporting brands like Ford, BMW, Cadillac & Kia.  John and I have talked shop before, but I’m excited to have him on the minicast because he’s going to share more on the mobile opportunity and why it’s unfolding right now.

Episode 14: Greg Noonan, CEO of Insight Media Enterprises

If you want to enhance the customer experience, you have to build a winning culture that also delivers for your employees.  I’d like to welcome into the FixedOps UX ThinkTank Greg Noonan, CEO and Owner of Insight Media Enterprises and, more commonly known as the genius behind the MOPAR Customer Experience & Fixed Operations events alternating annually between Las Vegas and Orlando.  He’s probably best known for the brownies he bakes personally for vendors and guests at these events, but those delectable treats represent what Greg’s really all about – customer care and loyalty.  I’m excited to have him on the minicast because we’re going to talk a little about the MOPAR event in Las Vegas and what makes it so special for dealers, vendors and the factory.

Episode 13: Dave Boyle, President of Always Bikes

I’d like to welcome into the FixedOps UX ThinkTank a good friend of mine and to many of you, Dave Boyle, President of Always Bikes, a Division of eBliss Global.  Yep we’re going to be talking electric bikes and the connection to franchise dealerships.  You see, if you’ve followed Dave’s career, he’s a fixed ops visionary and also understands how to piece it all together in the real world.  He’s still in the dealership world, just with a twist.  In fact you may have seen that his company signed on his first dealership to distribute eBliss bikes – the DeNooyer Auto Group dealerships out of Kalamazoo, Michigan.

Episode 12: Joe Clementi, VP of Service Operations for MobilityWorks

I’d like to welcome into the FixedOps UX ThinkTank the Coach, Joe Clementi, VP of Service Operations at MobilityWorks, the leading dealer of wheelchair vans.  He’s always carrying the torch for our industry, serving as an organization performance coach, author, thought leader, mentor and executive coaching.  Joe’s chops were earned on the front lines in the dealership as a GM for several brands , including Honda, Kia, Ford, Subaru and Volvo.  Joe is an example of a leader you can take out of the dealership, but the dealership can never be taken out of the leader.

Episode 11: Robert Migliaccio, Fixed Operations Leader from Carter Myers Automotive

I’d like to welcome into the FixedOps UX ThinkTank, Robert Migliaccio, Fixed Operations Leader from Carter Myers Automotive (CMA) – about 30 rooftops in the Virginia area.  A rising star in our industry, but he’s no newcomer.  He’s got more than 2 decades of experience in automotive as fixed ops lead – from tinkering with car stereos all the way to service director.  That journey probably defines you more than you know.  Despite busy roles at the dealership and in the family life, Robert’s voice is sought-after in the industry.

Episode 10: Mike Vogel, President & Owner of ASMC

I’d like to welcome into the FixedOps UX ThinkTank our good friend Mike Vogel.  Mike’s got a 4 decades-long history in fixed ops leadership, currently the president and owner of ASMC, Automotive Service Manager Coaching.  He is a man in demand for service departments looking to build the right way for long term success.  He has served as a fixed operations leader spanning most of the major brands in Southern California and several large auto groups like Penske, DCH, Wilson Automotive and more.  I know you’ve earned retirement, Mike, but our industry needs his experience and leadership.  Please stay – we’re just only now getting to the eye of the storm.

Episode 9: Tully Williams, Fixed Operations Director at The Niello Company

I’d like to welcome into the FixedOps UX ThinkTank one of our industry’s pillars of knowledge, Tully Williams.  His name rings loudly in the industry, as he’s spoken at several industry events and is regular on The Fixed Ops Roundtable, with our good friend Ted Ings.  Tully serves as Fixed Operations Director at The Niello Company,  a centuries-old brand with no fewer than a couple dozen rooftops, spanning several brands right here in the greater Sacramento metro.  Tully – as you  know, I’m just down the road in Napa.  The next time we do this, it’ll be at the Caymus Vineyard – that’s a promise.

Episode 8: Sandy Cerami, Chief Solutionist, Sandy Cerami & Associates

I’d like to welcome into the FixedOps UX ThinkTank my good friend Sandy Cerami.  Sandy really needs no introduction because his fingerprints are all over our industry. As a sales, Business Development & Recruiting Expert, he’s the creator of The 7 PILLARS Platform, presented at countless industry events, is the co-creator of Business, Bourbon & Cigars Mastermind and a former GM Dealer Principal.  I love talking to Sandy because, true to the east coast spirit – he says it like it is.  In fact, he demonstrated just that in a recent post – why closing people as a sales strategy absolutely sucks – 7 Pillars for Killer Business Development.

Episode 7: Kaylee Felio, Sales and Marketing Manager for Parts Edge

I’d like to welcome into the FixedOps UX ThinkTank Kaylee “The Parts Girl” Felio.  Kaylee is the Sales and Marketing Manager for Parts Edge and also hosts “The Parts Girl Podcast” – which you can find on Spotify.  She’s a master of multi-tasking, not just for what she’s doing to organize the chaos that is the parts world, but because she also Mom to two little ones.  I think many of us can relate to what it takes to be a high performer in business and yet, shifting into another gear in the evening – there’s no day’s off, right?

Episode 6: Jami Alexander, GM for 7 Meineke Stores in the Portland, OR Metro

I’d like to welcome into the FixedOps UX ThinkTank Jami Alexander.  Who?  For many of you, Jami is a new face and name, though she’s building quite the following in the fixed ops world because she’s carried the torch for both franchise dealerships and retail aftermarket providers.  I’m so excited to do this episode because she’s got a unique perspective…and yes, if you’re not enhancing the user experience she might lure your customers to one of the 7 Meineke stores she manages in the greater Portland, OR metro.  In the dealer world, she served as a customer service manager, sold cars and also oversaw operations for mobile repair team.  Just to round it out – she also managed a Napa Parts store – so she knows a little something about parts.

Episode 5: Corey Smith, Fixed Operations Training Manager at APCO Holdings Presents “Trasparency: The Bedrock of Customer Trust & Loyalty”

I’d like to welcome into the FixedOps UX ThinkTank Corey Smith.  Corey is the National Fixed Operations Training Manager for APCO Holdings and is a featured presenter at several industry events.  On just about any day of the week, you’ll find him in dealerships elevating the service experience and sharing his vast knowledge of sales support, training, coaching and compliance guidance.  He earned his stripes, and probably a few lumps, as a service advisor for some pretty impressive auto groups, but I’ve got to believe that it’s his engaging, personalized approach to coaching that defines his success.

Episode 4: Chris Craig, Fixed Operations Content Owner at RockED Presents “Lead People, Not Metrics”

I’d like to welcome into the FixedOps UX ThinkTank Chris Craig.  Chris might be a new face on the big fixed ops stage, but if you’ve followed his social media on LinkedIn, TikTok, YouTube and other platforms, bro is bringing fixed ops out of the shadows.  He holds multiple degrees in the automotive space, serving as parts retail manager, an independent service shop technician and a dealership service advisor across four dealerships and three OEMs.  He also proudly served our country and has my profound appreciate for being a true patriot.  He’s currently Fixed Operations Content Owner for RockED, which an app-based coaching platform for automotive employees.

Episode 3: Dave Foy, VP of Fixed Ops Training at OEM Interactive Presents “Coaching Requires Listening”

I’d like to welcome into the FixedOps UX ThinkTank Dave Foy.  Dave is a pioneer in fixed ops leadership, having hosted his Fixed Ops Mastermind podcast for years.  He started his automotive career as a technician, eventually a service manager and, in recent years, shaping the industry on the education front.  He’s currently the VP of Fixed Operations Training at OEM Interactive.  There’s a link that will connect you to Dave and his team.  Thanks for joining us on the minicast Dave.  The next 5 minutes are yours – what can we do better to enhance the fixed ops ecosystem?  The shot clock is on.

Episode 2: How Can I Make You Own It?

What tools and resources are you providing your team to improve the servicing experience. I reach back in time to celebrate my mentor Bob Sloane and his 1:1 Program – a $1,000 monthly allocation employees could tap into with no questions asked. Not only did customer satisfaction go through the roof, employees truly felt empowered. The UX is more than just about customers. Do you trust your employees enough to fund their ability to build this culture alongside management? Your 5 minutes of gold delivered!

Episode 1: Introducing the Show

The minicast isn’t about me.  Sure, I’ve got something to contribute given my 35 years in consumer marketing across several different industries, but this is really about learning from you.  This first episode just unveils what the minicast is all about and where I’m placing the content guardrails to that we can deliver the kind of ideas that keep our fixed ops community coming back for more.