Today's show features:
- Bob Kuehl, Vice President of Fixed Operations at Zeigler Auto Group
- John Bishop, Service Director at Volkswagen of Clarksville
- Vince McIsaac, Director of Parts Operations at Hawk Auto Group
This episode is brought to you by:
Impel – When follow-up falls through or inbound calls go unanswered, fixed ops growth stalls. It’s not pricing that’s hindering your retention—it’s friction. Impel’s Service AI with Voice AI changes that with proactive, VIN-specific outreach across the ownership lifecycle based on individual driving behavior, automatic missed call capture, and instant appointment scheduling by text and email. Learn more at https://carguymedia.com/4l2rXFA
Key Moments:
00:00 Fixed Ops Friday Kickoff
06:26 Auto Industry Headlines
12:20 Ziglar Fixed Ops Playbook
29:40 Impel Sponsor Break
30:30 Customer First Retention
37:27 Culture Over Paychecks
38:40 Morale Fixes and KPI Traps
39:42 OEM Bypassing Dealers
41:42 Parts Ops Tech Playbook
58:17 Lightning Round and Wrap
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